Licensees need to ensure staff are fully trained to support vulnerable customers or face losing their reputation as a safe and secure venue, National Pubwatch has warned. 

National Pubwatch vulnerable

As pubs and late-night venues are set to re-open fully in June, National Pubwatch is urging publicans to educate staff to recognise and act when there may be any incidents that may put vulnerable customers at risk. 

This can be anything from refusing entry to a female customer and leaving her alone outside a premises, which could make her vulnerable to predators, or failing to intervene when a woman looks as if she has been unknowingly drugged.  

This challenging year with the covid-19 pandemic has seen many venues closed in various lockdowns, while concerns about public safety, especially that of women, have risen. As the industry re-opens, pubs and late-night venues need to offer confidence to customers that their venues are safe and secure.

The actions of staff, some of whom may have been newly recruited, can have a major impact on safety and protecting those that are vulnerable. In response National Pubwatch has created a training film, Supporting Vulnerable People, which takes frontline staff through a variety of scenarios on how to ensure the safety of customers. 

This includes what action should be taken when a female has been separated from her friends, how to intervene when a woman who is drunk or drugged is being approached by an unknown male, to dealing with a domestic fight, or helping a customer deal with unwanted attention.

‘A great resource to help staff and licensees’

National Pubwatch chairman, Steve Baker OBE, said: “Frontline staff need to be able to identify any potential incidents as well as recognise the unintended consequences of their own actions. The best way to manage vulnerability is to ensure you have equipped your team with the guidance and skills to effectively deal with people before they become an issue.

“The reputation of any pub and bar as a safe and secure venue will stand or fall on how they deal with vulnerable customers. The film has been designed to help generate team discussions on the issue of vulnerability and how staff can positively respond to protect them.”

Emma McClarkin, chief executive of the British Beer & Pub Association, said: “This has been a challenging year for our sector, but as we begin to re-open and recover it is an opportunity to upskill.

“This training film from National Pubwatch is a great resource to help staff and licensees recognise situations where they may need to protect any customers that may be at risk.”