7 strategies to improve mental health in the retail sector

It’s estimated that over half of retail workers have considered resigning as a result of workplace stress. 

This Mental Health Awareness Week, Megan Carden explores common factors impacting mental health in the retail sector and what retailers can do to support colleagues facing mental health issues. 

Challenges faced by retail workers 

There are a number of common factors contributing to stress and anxiety levels in the retail sector. Key factors include: 

• Work-life balance — retail workers often work unsocial hours, with many working evenings, weekends and holidays. For those with friends and family working a more typical 9am – 5pm working pattern, organising social plans is not straightforward. This can lead to difficulties sustaining a balanced personal life and a risk of becoming socially isolated.
• Cost of living — the Retail Trust has reported that the cost-of-living crisis has had a serious impact on retail workers’ mental health. It was reported that retail workers were having difficulty meeting their monthly outgoings and that 36% of those surveyed felt that financial problems were worsening their mental health.
• Environmental — PMAC and Retail Bulletin have outlined that environmental factors such as lighting, noise and air quality can influence mental health. Examples include fluorescent lighting leading to eyestrain and headaches and loud music leading to decreased concentration levels. An inadequate working environment can not only impact morale, but also mental health.
• Customer interactions — many retail roles are public-facing. Abuse and violence against retail workers is at an unprecedented high, with a recent survey by British Retail Consortium showing over 2,000 incidents daily. A recent survey from USDAW confirmed that, of those retail staff surveyed, 17% had been assaulted, 45% had been threatened and 69% had experienced verbal abuse. These interactions can be extremely stressful for retail workers and can leave them feeling ‘disrespected and undervalued’.

Sickness absence and performance — practical consequences for retailers

Increased levels of mental health issues in the sector has serious implications for retailers, who are estimated to account for almost 10% of jobs in the British economy. 

Following a recent survey conducted by The Retail Trust, it was found that 71% of retail workers surveyed confirmed that mental health issues were causing them to underperform in their role. 

In terms of absences, the Retail Trust found that one in six retail workers had taken at least one day off work as a result of poor mental health issues. The risk appears to be more prominent among younger staff and those working in call centres, with it being reported that 29% of Gen Z retail workers and 31% of retail call centre staff were taking time off work as a result of poor mental health. 

Chief Executive of the Retail Trust, Chris Brook-Carter commented on these findings, stating that:

“While retail employers may not be responsible for causing their staff’s mental health issues, they are paying the price in absenteeism and underperformance”. 

Legal duty of care to support safety and wellbeing 

From a legal perspective, as employers, retailers have a duty of care to their workers. As outlined by ACAS, employers have duties to support the safety and wellbeing of their staff and there should be no difference in treatment between mental health and physical health. Managing work related stress is a health and safety issue, putting employers under an obligation to identify any risks to their employees’ health and take steps to prevent or reduce work related stress.

Additionally, a retail worker with poor mental health could potentially be considered to be disabled under the Equality Act 2010. For the purposes of the definition of ‘disability’ under the Equality Act 2010, if a worker’s mental health condition has a substantial and long-term adverse impact on their ability to carry out day-to-day activities, they could potentially be considered to be disabled. 

Such an assessment is case and fact specific — however, retail employers must be knowledgeable about this in cases where employees present with mental health issues. 

Where a retail worker with a mental health condition is considered to be disabled, their employer is under a duty to make reasonable adjustments in the workplace and failing to deal with disabled colleagues properly can lead to claims for compensation which are potentially uncapped.  

How can retailers support colleague mental health? 

Retailers looking to support colleagues facing mental health issues should consider the following practical tips: 

1. Implement a stress and mental wellbeing at work policy 

A stress and mental wellbeing at work policy can outline a retailer’s approach to stress and mental wellbeing issues in the workplace and confirm the employer’s commitment to supporting colleagues who may be struggling.

2. Make reasonable adjustments 

While reasonable adjustments are case-specific and should be discussed and ideally agreed with the individual concerned, general reasonable adjustments outlined by ACAS include agreeing more frequent/shorter breaks, and being flexible with absence trigger points to avoid an individual being disadvantaged by taking time off due to poor mental health. Even where a mental health condition does not amount to a ‘disability’ under the Equality Act 2010, retailers should still consider what adjustments could be made to support and assist colleagues.

3. Encourage an open and supportive culture

Retailers should do as much as possible to promote openness around mental health. For example, retailers could arrange for some staff to be trained as Mental Health First Aiders, so that they can provide initial and confidential support to colleagues struggling with their mental health. 

4. Provide management training and resources

Organisations such as the Retail Trust and Samaritans can provide direct support to retailers as well as resources and/or training. Line manager training is particularly important so that managers have the ability to identify when somebody has poor mental health and to support them. 

5. Address environmental factors 

Retailers may not be able to control all environmental factors. For example, in some retail spaces (such as indoor shopping centres), access to natural light may be difficult. However, where possible, retailers should look to address any environmental issues which could be contributing to mental health issues amongst staff. 

6. Offer financial support

Retailers could look to alleviate some financial stress faced by retail workers by offering competitive salaries and benefits. 

7. Provide support around customer interactions 

Retailers must protect staff wellbeing — however, some elements of a public-facing role can be unpredictable. This is evident from the number of reported incidents of violence and abuse against retail workers. The Crime and Policing Bill (the Bill) introduces some notable changes in this area. The Bill had its second reading in the House of Commons on 10 March 2025 and includes specific provisions relating to retail crime. Significantly, the Bill introduces a standalone offence of assaulting a retail worker. It’s hoped this will act as a ‘deterrent to would-be offenders’. In the meantime, employers should implement clear processes to prevent and address abuse where possible.

Talk to us 

Our retail team works with large retailers across the UK and covering beauty, fashion, leisure and hospitality, automotive and health. We can answer sector-specific queries relating to a wide variety of issues such as tailoring policies and procedures as well as provide bespoke training to help employers support their colleagues in respect of health and safety issues. We can also assist employers to manage specific cases fairly and with due regard to the applicable legal obligations, helping them to manage their risk in the event that complaints or claims are raised.

To find out more, talk to us by giving us a call, sending us an email or completing our contact form below.