Landsec and Retail Trust launch partnership to tackle retail worker abuse

Through the Retail Trust’s ‘Let’s Respect Retail’ campaign, Landsec and the Trust are rolling out practical training for the over 13,500 retail staff across the landlord’s four major shopping destinations – Trinity Leeds, White Rose, Westgate Oxford and Southside.

The training will focus on giving staff the tools and confidence to handle “challenging interactions and recover after difficult moments on the shop floor” as the sector ramps up for the busy festive shopping season.

The partnership comes as research published by the Retail Trust has found that over 77% of shop staff have experienced intimidating behaviour, while 23% have been physically assaulted in the last year.

Close to half (43%) of retail staff have also reported being abused or physically attacked by customers every week.

Landsec managing director for retail Bruce Findlay commented: “Retail workers are the heartbeat of our industry, keeping shops, restaurants and experiences running day in, day out. Yet too many face hostility – simply for doing their jobs. With a leading retail platform that spans the UK, we have a responsibility to support the thousands who work in our centres and contribute so much, both to their local communities and the success of our places. This campaign is about creating an environment where everyone feels safe, respected and valued.

“Whether through practical measures like training or small gestures of kindness, the Retail Trust’s campaign reminds us that everyone has a role to play. It’s in everyone’s interests to protect retail workers – when they feel supported and valued, it creates better customer experiences, stronger brand performance and thriving retail destinations.”

Retail Trust chief executive Chris Brook-Carter said: “Thoughtless, unkind and aggressive behaviour has become ‘part of the job’ for too many shop workers today. We want to teach hundreds of people working at Landsec shopping destinations how to safely de-escalate these abusive situations and prioritise their mental health and recovery.

“Our campaign is also calling on everyone to restore respect to the high street this Christmas, starting with acts as simple as a thank you, a greeting, and a smile. We know that the smallest acts of recognition still make a huge difference to people who are facing daily hostility at work and the smiles appearing on Piccadilly Lights represent this call for dignity and decency.”