Frontline workers lack confidence customer abuse reports lead to action, HALOS finds

Fewer than half of frontline workers believe reporting customer abuse or aggression leads to meaningful action, according to findings from HALOS. 

Of the 1,000 UK frontline workers surveyed, 48% said reporting incidents brought results, while 42% had reported the last serious incident they experienced. 

Almost a third said their report was only acknowledged, 20% received support, 14% were given updates, and 8% had no response at all.

Nearly one in five said reporting incidents is not quick or straightforward, and 26% did not report their last serious incident because they believed nothing would happen.

Workers suggested improvements such as easier reporting and clear updates on outcomes, with 31% saying this would make the biggest difference to safety and wellbeing. 

Almost one in five do not believe their employer is proactive about preventing customer abuse.

Technology was seen as important, with 54% of respondents saying they would feel safer with better tools to manage and document incidents. 

However, 19% said they do not have the necessary tools or technology to protect staff and ensure incidents are followed up.