Train to record

Keeping accurate records helps you identify patterns, spot recurring issues and find ways to improve safety.

Good record keeping

Good record keeping helps you identify risks, respond appropriately and create a safer environment for both staff and customers. Accurate, secure and consistent records support better decision-making and continuous improvement.

Record every incident, even if it seems minor. Keeping accurate records helps you identify patterns, spot recurring issues and find ways to improve safety.

Record as much detail as possible. Include clear facts about what happened, when it happened and who was involved.

For example, instead of recording, 'Man acting suspiciously near the bar' record, 'At 3pm on 26th September, a man wearing a red cap with dark facial hair was reported for using inappropriate language towards staff. A customer also reported that he was staring at and following them around the venue.'

Collect details where possible. Ask for the person's name and contact details so you can follow up if needed. Remember, they do not have to provide this information.

Keep records secure

Incident reports may contain personal information. Store all records securely and only share them with those who need access.

Stick to the facts and record what was seen, heard or reported. Avoid assumptions, opinions or personal judgements.

Record incidents as soon as possible so important details are not forgotten.

Keep relevant evidence

If an incident has occurred, keep any relevant CCTV footage for longer than your usual retention period, where appropriate.

Consider whether further action is needed. Decide whether the incident should be reported to the police.

Call 999 if there is an immediate danger or emergency. Contact 101 for non-emergency police matters.

Where possible, discuss this with the person affected and explain their options.

How to deal with a crime scene

Do not touch anything and keep the area as sterile as possible. Obtain witness details and pass them to the police.

When a victim does not want to report, licensed premises should make a third-party referral to 999 or 101. Victims often decide to report at a later date, so it is vital to keep incident logs up to date. 

Protect confidentiality

Regularly review how personal information is stored and used to make sure it remains secure and confidential.

When a staff member reports a concern

Treat all reports from staff confidentially. Respect their privacy.

Do not allow gossip or speculation about the incident. Support staff without judgement.

Make sure staff know how to report concerns and what support is available. Ensure all staff understand their rights and your reporting process.