Work related violence case studies

Pizza delivery

Two pizza takeaway and delivery outlets in a suburban parade, near a very busy road are open until midnight every day. This generates a high level of activity during trading hours.

Key risks

• Assaults on delivery staff.
• Theft of cash and damage to the delivery vehicle.
• Hoax orders.
• Disorder, threats and abuse in the shops.
• Payment disputes.

Reducing the risk

Training and information

• The businesses have adopted a culture of speedy, cheerful and friendly service to avoid crowding or frustration at being delayed.
• Staff are trained not to react to abuse.
• Staff are told not to resist robbery.

Work environment

• Large street windows to increase surveillance.
• Delivery bikes are parked against the shop window to keep them in sight.
• The premises and immediate street front are kept clean and well managed.
• Locks and immobilisers are installed on all delivery vehicles.
• Notices in the shop state that they only hold a small amount of change.

Job design

• The businesses use electronic databases of customers, which identify whether an address is legitimate. This helps to avoid repeat hoaxes.
• Phoned orders are monitored for possible hoaxes.
• There are always several staff on duty. They remain visible and actively serving.
• Staff may go to problem areas in pairs and/or in an unmarked car(particularly at night).