Holland & Barrett turns to undercover detectives amid rising retail crime concerns
Holland & Barrett has introduced undercover detectives in some of its high street stores as part of efforts to address rising incidents of shoplifting and customer violence.
The health and wellness retailer has privately funded plain-clothes detectives to operate in stores where crime levels are considered a concern, with the aim of supporting staff and maintaining a safe environment for customers, according to The Times.
Anthony Houghton, Chief Executive of Holland & Barrett, said: "The behaviour on the high street, it’s just not acceptable. It’s awful that we have to do this."
The company has also been working with Auror, a retail crime intelligence software provider, to monitor incidents of shoplifting and identify repeat offenders. Stores are selected for detective deployment based on risk assessments using data from the platform.
"We are committed to bringing accessible health and wellness to the high street. Creating a safe environment for colleagues and customers is fundamental to that, which is why we have invested in a range of measures, including body-worn cameras for colleagues, occasional covert and overt security personnel where needed, alongside other innovative measures that fit the needs of stores," Houghton told TheIndustry.beauty.
Among the products most commonly targeted by thieves are higher-value items such as Manuka honey, protein powders and sports nutrition supplements. The retailer said some stolen goods are believed to be resold.
The move comes as Holland & Barrett continues a broader transformation of its beauty offering, aimed at expanding its presence in the market. The strategy focuses on a more holistic, “inside-out” approach to beauty, combining product effectiveness with wider health and wellness benefits.
The company is also pursuing a wider vision of creating a science-led, customer-focused experience across its stores and digital channels, under the leadership of Houghton, who was promoted from UK and Ireland CEO to group Chief Executive in August last year.
"2026 will be an important year as we build on stronger technology, clearer ways of working and a more connected global business," said Houghton previously.
"Our focus is on becoming more accessible than ever for our customers - delivering excellent products and services while supporting them at every stage of their wellness journey. The foundations are firmly in place; now it’s about delivering the next chapter with confidence."
