ShopWatch upgrades: helping towns stay connected, informed and protected

9 October 2026

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When an incident happens in a shop, pub or town centre, knowing who to contact – and being able to reach them – matters.

ShopWatch and PubWatch schemes give participating businesses and local partners a shared communication network. But keeping that network useful takes ongoing attention to equipment, membership and the confidence of the people using it.

This week, Apex completed ShopWatch radio upgrades across Bridlington, Whitby and Scarborough, supporting 154 users with replacement Hytera HP505 handsets, user training and information packs.

For us, these upgrades reflect three priorities for an effective scheme: stay connected, stay informed and stay protected.

Retail crime: progress, but continued pressure on frontline staff

The British Retail Consortium’s 2026 Crime Report recorded an average of 1,600 incidents of violence and abuse against retail workers each day. Although this was down by a fifth on the previous year, it remained the second-highest level recorded. The report also highlighted an average of 118 incidents of physical violence a day.

The challenge extends beyond large retailers. The Association of Convenience Stores’ 2026 Crime Report reported 5.8 million shop theft incidents in the convenience sector over the preceding year, alongside more than 950,000 incidents of verbal abuse. These are sector survey figures, rather than police-recorded crime totals.

Behind those numbers are people managing difficult situations while carrying out their everyday jobs.

Our view at Apex is that communication deserves a clear place within the local response. A business needs to understand how to raise an alert, who is listening and what information will help others respond appropriately.

Three towns, 154 users: maintaining established networks

The upgrades in Bridlington, Whitby and Scarborough replaced ageing radios across three established schemes. They were planned equipment refreshes, accompanied by training to support users with their replacement handsets.

Bridlington’s scheme connects 41 users, including police, centre security, pubs, Street Angels, CCTV and retailers.
Whitby’s scheme now connects 58 users, including police, CCTV, pubs, retailers and Street Angels. Three new users joined during this week’s upgrade.
Scarborough’s scheme connects 55 users, including police, pubs and CCTV.

Across these schemes, radio users can contact one another, including CCTV and police when active on the network.

That mix of participants is important. Town centre communication needs to support the people working across different businesses and roles, with clear expectations about who is available and how the scheme operates.

Stay connected: keep the network ready for everyday use

A radio scheme depends on equipment that members can use confidently throughout their working day.

Replacing ageing handsets is one part of maintaining that network. A useful review should also consider practical questions:

Can members communicate from the locations where they need to work?
Are batteries, chargers and accessories suitable for their shifts?
Do users know how to report a fault or request support?
Are new businesses being introduced to the scheme properly?

For an established scheme, a targeted equipment refresh may be the appropriate next step. Other schemes may need a wider review of coverage, membership or working arrangements.

The starting point should be how the network is used locally. Equipment choices should follow those requirements.

Stay informed: help people share useful information

Having a radio available is only part of the picture. Members also need to know what to say and how to say it clearly.

That is why Apex provided user training and information packs alongside the three upgrades.

For scheme managers, training is an opportunity to establish consistent habits: identifying the caller, stating the location, explaining what is happening and making any request for assistance clear.

For example, a message that identifies a business and its entrance gives listeners more useful context than a general call for help. Agreed procedures can also help distinguish an urgent incident from a routine update.

Staff changes make refresher training valuable. A business may have belonged to a scheme for years while its newest employees have little experience using the radio.

In our view, reviewing user confidence should sit alongside reviewing the handsets themselves.

Stay protected: make communication part of a coordinated approach

Protection involves people, procedures and equipment working together.

A shared radio network can help a member alert other participants to an incident, request assistance or pass information to CCTV and police when they are active on the scheme.

Its value depends on members understanding those arrangements. Who is listening during different hours? What happens if a partner is unavailable? How should an incident be recorded and followed up?

Clear answers help businesses understand the support available and choose the appropriate next step. Radio communication should complement emergency reporting and local incident procedures.

“Stay protected” is the purpose of the scheme, rather than a promise that new radios alone will prevent crime. Developing the network means strengthening the way members communicate and support one another.

Keep developing the scheme after the upgrade

Whitby’s three new users show why membership should remain part of the conversation.

As businesses join, staff change and local priorities develop, the scheme needs to keep pace. Regular contact with members can identify equipment issues, training needs and gaps in participation before they become barriers to use.

A practical review can ask:

Is the equipment still suitable for members’ needs?
Are users confident operating it?
Do members understand who they can contact and when?
Are there businesses or local partners that would benefit from joining?
Is feedback being used to improve the scheme?

The aim is a network that remains useful and understood by the people relying on it.

Is your town’s radio scheme ready for a review?

The completed upgrades across Bridlington, Whitby and Scarborough demonstrate the ongoing work involved in maintaining established ShopWatch and PubWatch networks: refreshing equipment, supporting users and welcoming new members.

If you manage a BID, business crime reduction partnership, town centre partnership or local radio scheme, Apex can help review your current setup and discuss the next steps.