What is this document?
INDG69 is the HSE's guide for employers on tackling work-related violence. The HSE defines work-related violence as "any incident in which a person is abused, threatened or assaulted in circumstances relating to their work." This includes verbal abuse and threats, which are the most common types of incident, as well as physical attacks.
The guidance helps employers identify whether violence is a problem for their employees and provides practical steps to manage the risks.
Who needs to read this?
- Employers with staff who deal with members of the public
- Managers and supervisors responsible for customer-facing teams
- Health and social care providers whose staff visit clients
- Retail, hospitality, and service sector businesses
- Security staff and those in enforcement roles
- Education providers including schools and colleges
- Transport workers including taxi drivers and bus drivers
- Those handling cash or valuables
- Safety representatives concerned about violence risks
Key points covered
The HSE guidance addresses:
- Definition of work-related violence including verbal abuse, threats, and physical assault
- Which employees are most at risk and why
- How to assess violence risks in your workplace
- Control measures to reduce the likelihood and impact of incidents
- Training for staff in conflict avoidance and de-escalation
- Support for employees after violent incidents
- Reporting and recording of violent incidents
- Learning from incidents to prevent future occurrences
How this applies to you
Employers have a legal duty to protect their employees from violence at work as part of their general duty of care under health and safety law.
Identify who is at risk
Employees whose jobs involve dealing with the public can be at risk from violence. Those most at risk include people engaged in:
- Giving a service
- Caring roles
- Education
- Cash transactions
- Delivery and collection
- Controlling access or behaviour
- Representing authority
Assess the risks
Consider what might trigger violent incidents in your workplace:
- Long waiting times or frustration
- Refusal of service or bad news
- Working alone or in isolated locations
- Handling cash or valuables
- Dealing with people under the influence of alcohol or drugs
- Enforcement of rules or policies
Put controls in place
Practical measures to reduce violence risks include:
- Physical security such as screens, wider counters, CCTV, and good lighting
- Working arrangements including avoiding lone working in high-risk situations
- Training in conflict avoidance, de-escalation, and breakaway techniques
- Communication systems for raising the alarm
- Policies and procedures that reduce triggers for violence
- Support systems for affected employees
After an incident
If an incident does occur:
- Provide immediate support and first aid if needed
- Report and record the incident
- Review what happened and whether controls can be improved
- Offer ongoing support including time off if needed
- Consider whether to involve the police
Related Safety Clarity content
- Workplace Safety Requirements - General employer duties for health and safety
Source: This page summarises HSE guidance document INDG69. For the full official guidance, visit the HSE website.