Not part of the job

Safety and dignity

Nearly one third (31 per cent) of the young workers we polled said the most recent incident of third-party harassment, abuse or violence made them feel embarrassed. This rises to nearly two in five (39 per cent) of young women.

A negative impact on young workers’ safety and dignity – such as feeling unsafe, vulnerable, and embarrassed – was reported by over one quarter (26 per cent) of survey respondents.

“I felt uncomfortable, I didn’t want to come to work… I felt like I had to put up with it because it was my job and he was a customer.”

Customer assistant, retail, aged 18 – 21

These feelings had an impact on how the young worker felt about their employer, too.

“[I felt] like my store didn’t care about my safety. I feel the police should have been contacted but they never were.”

Customer service desk assistant, retail, aged 22 – 25

Frustration, fear and stress

Anger, fear and stress were other significant impacts that were reported by young workers. Nearly two in five (38 per cent) of the young workers we polled said the most recent incident of third-party harassment, abuse or violence made them feel less confident at work. This figure is 45 per cent for young women.

There was an acknowledgement from some survey respondents that the situation was unfair and that the employer should do more to prevent the harassment, abuse or violence.

“[The harassment makes me feel] frustrated because we shouldn’t have to deal with abusive customers, the company should cease trading with repeat offenders. We don’t get paid enough to deal with it.”

Credit controller, financial intermediation, aged 26 – 30

Young workers also talked about the fear of the harassment, abuse of violence happening again, believing the employer is unable or unwilling to put a stop to it. The long-term consequences of this stress and worry could be very demoralising as well as negatively impact the wellbeing of the young workers.

“It caused unnecessary stress, having to worry about the affect it had on my baby, I was very anxious about coming into work and somewhat depressed for the following days. I now worry every time I go to work in fear of another difficult customer and being told I have to put up with it again.”

Customer assistant, retail, aged 18 -21

It’s my fault

Some young workers told us that they sometimes blamed themselves for the harassment, abuse and violence, particularly in instances where the employer has been unsympathetic once they are made aware of the harassment, abuse or violence.

“[I felt] like I was to blame for the business' policies, and that my body is indecent even when my uniform covers it.”

Customer assistant, retail, aged 18 – 21

This in turn impacted on the young workers’ sense of self-worth, causing them to doubt their actions.

“[The abuse] has completely ruined my self-image as it is ongoing and is making me believe I am the one in the wrong.”

Customer assistant, retail, aged 18 - 21

Mental health

The impact on the mental health of the young workers is significant. 37 per cent of young workers polled who had experienced third-party harassment, abuse or violence said the most recent incident had a negative impact on their mental health such as feeling more stressed, anxious, and/or depressed. 45 per cent of young women said it had a negative impact on their mental health.

Over 12 per cent of survey respondents told us the harassment, abuse or violence had a negative impact on their mental health. This was a particular issue for those with pre-existing mental health conditions, which were often exacerbated by the harassment, abuse or violence and the employer’s inadequate action to prevent or deal with it.

“I suffer from depression and getting daily comments about my weight and the way I look has an impact on my mental health which my work doesn't care about… [my employer] will punish me if I take a day off due to not being able to handle going in.”

Customer assistant, retail, aged 26 – 30

The long-term nature of some of the harassment, abuse or violence could also be the cause of the deteriorating mental health of some young workers.

 “Harassment from customers has been a contributing factor to my depression and anxiety so much so that I've considered quitting my job.”

Sales assistant, retail, aged 18 – 21

Attitude to work

Incidences of harassment, abuse and violence, whether one off, multiple or ongoing, is having a significant impact on young workers’ attitude to their job and their relationship with their employer. Nearly one quarter (23 per cent) of the young workers we polled said the most recent incident of third-party harassment, abuse or violence had a negative impact on their performance at work. Over one in five (22 per cent) said it made them want to leave their job, but they were unable to because of financial or other factors.

“[O]ver time it builds up and makes you think what's the point, why do I put up with this, I should just quit. And that's not right to feel like that whilst doing a job I otherwise enjoy.”

Personal shopper, retail, aged 22 – 25

Some young workers reported frustration with their employer and how they had (or had not) dealt with the harassment, abuse or violence, recognising that they should not have to put up with it, but without recourse to address it themselves.

“The employer did nothing. It left me frustrated and unhappy, I was good at my job and deserved better than them ignoring the issue.”

Telephone adviser, call centre, aged 26 – 30

No one should be subject to harassment, abuse or violence of any form, let alone while at work. The polling shows us that, while workers of any age can experience harassment, abuse or violence from third-parties, young workers are disproportionally more likely to be the victim of these behaviours, and the extent to which they experience them at work. The survey respondents told us about employers’ poor or non-existent responses to third-party harassment, abuse or violence, the futility many young workers feel about anything changing, and the significant negative impacts the behaviours are having on them and their work.

The government, employers and trade unions can act now to tackle third-party harassment, abuse and violence at work. These interventions can help young workers in particular to work safely and with dignity. The next section outlines our recommendations for action.