Home Customer Harassment of Staff: What to Do as a Pub Landlord
Customer Harassment of Staff: What to Do as a Pub Landlord
Since 26 October 2024 employers must take reasonable steps to prevent sexual harassment of their staff. From 30 October 2026 they must take all reasonable steps, and must not permit harassment of staff by customers and other third parties. Pub landlords can take clear steps to protect staff while service continues. Guidance from the EHRC and Acas shows how to treat customer incidents seriously.
Put clear notices and standards in place
Display a short notice near the bar stating that harassment of staff will not be tolerated and that customers may be asked to leave. Include the wording in booking confirmations or website terms for private functions. Tell staff the exact wording. Review the notice after any incident. This supports taking all reasonable steps in advance.
Agree a simple response protocol for the team
Decide who speaks to a customer who behaves inappropriately and what follows. Options include a quiet word, a formal warning, or refusal of further service. Staff should never touch or physically remove a customer; if someone will not leave or there is a risk of harm, call the police (999 in an emergency). Ensure at least two people know how to step in. Practise the protocol in a staff meeting. Keep a written note of the steps.
Record every incident and follow up
Note the date, time, what was said or done, who was involved, and any witnesses. Record the action taken, such as asking the customer to leave or barring them. Share the record so patterns can be spotted. Offer the staff member a chance to talk and any support needed. Review the record to confirm the steps worked.
Support staff and update the approach
After an incident, check if the staff member wants changes to their next shifts. Discuss other help, such as different arrangements on busy evenings. Update the protocol if new behaviour appears. The EHRC advises treating third party harassment as seriously as harassment between colleagues.
FAQ
Can I refuse service to a customer who harasses staff?
Yes. You can ask a customer to leave or bar them if their behaviour amounts to harassment. Document the reason and the conversation.
What if the customer complains about being asked to leave?
Keep a clear record of the incident and the steps taken. This helps show the steps you took.
Take the free 8 question quiz to check your current approach.
The Harassment Duty Kit at £79 includes practical templates and checklists for small hospitality businesses.
Not legal advice.