Shopping Centre Incidents Underscore the Need to Prioritise Safety and Security

Just the UK’s largest shopping centres alone attract hundreds of millions of visitors every year, with some welcoming close to a million visitors in a single week. These massive footfalls make shopping centres vibrant community spaces, but they also present significant security challenges.

With so many people moving through these environments daily, the potential for things to go wrong is very real. Ensuring shopping centres are safe for customers, visitors, and employees alike is not a luxury—it is a necessity. And the best way to achieve this is by deploying dedicated, professionally trained security personnel who are fully prepared to deal with the wide array of incidents that can arise in such a dynamic setting.

Shopping Centres Face A Broad Spectrum of Threats

The threats and challenges faced by shopping centre security professionals are wide-ranging and can vary from minor disturbances to major emergencies. These include, but are not limited to, terrorism, physical assaults, abduction, theft, medical emergencies, fire and engineering hazards, the presence of hypodermic needles in public restrooms, and anti-social behaviour.

Recent headlines serve as stark reminders of the types of violence that can erupt in shopping centres. In 2024 alone, we’ve witnessed knife attacks at New Square Shopping Centre in Birmingham, Lakeside Shopping Centre in Essex, and Castle Court Shopping Centre in Wales.

Who can forget the horrific Arndale Centre attack in October 2019, when a man stabbed five people? Or the June 2017 Dockside Shopping Centre tragedy, where a woman was brutally murdered by her ex-partner—suffering at least 75 wounds to her neck alone, despite desperately screaming for help.

This is by no means a uniquely British problem. In October 2017, a knifeman killed a woman and injured seven others during a stabbing spree at a Polish shopping mall. Australia has faced similar challenges, particularly in 2021, when headlines read:

• “Security guard fights off alleged knife attack in terrifying Gold Coast shopping centre attack”
• “Man charged after attacking a security guard, police officers and members of the public”
• “Shopper and security guard stabbed at a Brunswick shopping centre”

The rise in acid attacks has also made its way into shopping centres. One such incident took place during a mass brawl at Lakeside Shopping Centre in Essex, a venue that sees 25 million visitors annually, leaving two women hospitalised with chemical burns. The security personnel on duty that day were likely tested to the limits of their capabilities. Managing panicked crowds and guiding thousands of people to safety during such emergencies is no small task.

Security professionals also face increasing risks when dealing with drug addicts, particularly with the discovery of discarded hypodermic needles. One alarming incident occurred at Castle Court Shopping Centre in Belfast, where a mother found several used needles on a public toilet floor, just inches away from her young daughter.

The Terrorism Factor

Although this article will not delve too deeply into the subject of terrorism, it would be remiss not to mention that several plots in the UK have historically targeted shopping centres, including Bluewater and the Trafford Centre.

Terrorists are, of course, interested in causing maximum harm and chaos. Shopping centres, with thousands of daily visitors, make for ideal targets. I’m encouraged by the number of senior management teams taking these threats seriously by investing in proper equipment and updated training. However, I still find it astonishing that in some meetings, cost or complacency continues to take precedence over staff safety. Given the scale and frequency of past incidents, this mindset is simply unacceptable.

My concerns are supported by ProtectUK, a platform that provides freely available counter terrorism and protective security advice, which emphasises the unique vulnerabilities of public spaces. It offers practical measures for enhancing protective security and creating more resilient environments, highlighting that proactive planning can save lives.

Protecting the Protectors

It’s not difficult to understand that those tasked with keeping millions of shoppers safe deserve to be protected themselves. Their own safety and well-being must not be overlooked, especially given the nature and unpredictability of the threats they encounter.

Operating a security function within a major shopping centre is a complex responsibility. These professionals are expected to patrol expansive areas, intervene in criminal activity, respond to medical emergencies, defuse tensions, and operate advanced surveillance systems. Their presence helps deter crime, reassure the public, and enable swift response to emergencies. But to be effective, they must be adequately resourced and equipped.

The most common tools in place to support shopping centre security include:

• CCTV and comprehensive video surveillance systems
• Body-worn cameras
• Lone worker protection and alert systems
• ANPR (automatic number-plate recognition) cameras
• Regular conflict management and de-escalation training
• Improved communication channels and reporting protocols
• Clear and enforced zero-tolerance policies on violence and abuse

Still, we cannot overlook the dramatic increase in verbal and physical abuse directed at frontline retail and security staff. According to the British Retail Consortium (BRC) ,there are now over 2,000 incidents of abuse and violence against retail workers every day. These include threats with weapons, spitting, and serious assaults, many occurring within shopping centres.

While training and technology are essential, many centres are now going a step further by issuing stab-resistant vests to their security personnel, a decision I strongly support.

The Role of Body Armour

Over the years, I’ve personally advised senior management at several leading shopping centres on the importance of perception. There’s often concern that overt stab-resistant vests might appear ‘confrontational’, ‘militaristic’, or contribute to an atmosphere of ‘hard security’. I understand these concerns.

But I want to reassure you: today’s design technologies enable us to provide body armour that is discreet, non-threatening in appearance, and still highly effective. Protective gear no longer needs to send the wrong message.

Let’s be clear: stab-resistant body armour is not about machismo or acting like Robocop. It’s a safety net, just like the seatbelt in your car. You may never need it, but if that day comes when you’re suddenly and violently attacked, you’ll be immensely grateful you had it on. It only takes one unstable individual, one unpredictable confrontation, or one irrational outburst to turn a routine shift into a life-threatening situation.

Final Thoughts

The reality is sobering: shopping centres are not immune to violence. Whether it’s a disgruntled individual, an organised crime group, or someone in a mental health crisis, threats can arise without warning. Security professionals in these environments stand on the frontline every day, often unarmed, under-appreciated, and overlooked.

We must prioritise their protection with the same urgency we expect them to protect us. Let’s invest in their safety, empower them with the right tools, and equip them with training and gear that allows them to go home safely at the end of each shift.

Robert Kaiser, Founder & CEO

PPSS Group