Quick answer
Assess how your work could harm visitors or customers, then control access, routes, activities and relevant emergencies. Give information proportionate to the person and visit, and consider individual needs. A customer does not automatically need the same induction as an employee.
Why the assessment must look beyond employees
Work can expose customers, delivery drivers and visitors to moving vehicles, wet floors, falling stock or restricted equipment. The GB Health and Safety at Work Act includes duties concerning people affected by the undertaking beyond employees.
HSE’s retail slip guidance illustrates the need to protect staff and the public through assessment and reasonable precautions. Use the actual visitor journey to find the exposure.
Map the visit from arrival to departure
| Stage | Risk question | Control owner |
|---|---|---|
| Arrival | Do people cross delivery, parking or vehicle-working areas? | Site or traffic coordinator. |
| Entry and movement | Are routes suitable, clear and understandable? | Premises or shift manager. |
| Activity | Could the visit expose people to work equipment, substances or falling items? | Activity supervisor. |
| Individual needs | What access, information or assistance is required? | Named contact with the individual. |
| Emergency and departure | How will people receive instructions and leave safely? | Responsible people under the premises plan. |
Match access and information to the visit
A customer using a shop, a driver unloading and a group touring production need different arrangements. Define restricted areas, supervision and relevant information for each activity. Do not rely only on signs where physical or operational controls are needed.
HSE’s pedestrian-separation guidance helps assess routes around vehicles. Check where people naturally walk and what a first-time visitor can reasonably understand.
Consider individual needs and the premises plan
Ask about relevant requirements for a planned visit and provide suitable information or assistance. HSE advises against assumptions about disabled people; people’s needs can differ.
Coordinate visitor and customer arrangements with the applicable fire plan. The England/Wales responsibilities guide addresses people who may be at risk. A sign-in process can help in suitable settings, but do not invent a universal legal requirement to register every café customer.
NI workplaces should use the NI framework and HSENI guidance.
Example: plan a visit through an operating food site
A business plans a group visit through part of its food premises. The manager considers the route, vehicle timings, restricted equipment, supervision, accessible information and emergency arrangements before the group arrives.
The briefing covers the actual visit and the guide knows how to respond if conditions change. If the route becomes unsafe, the plan allows the visit to pause or change through a suitable decision.
Common gaps
- Customer routes cross uncontrolled work activity.
- No visitor contact or activity owner.
- Individual needs are assumed rather than discussed.
- Emergency arrangements account only for employees.
Next steps
Walk one typical visitor or customer journey and identify the work-related exposures. Assign the necessary controls, information and emergency arrangements to named people and check them during actual use.
Relevant next resource
Level 2 Health & Safety in the Workplace
The current Level 2 Health and Safety course explicitly includes recognising workplace risks and protecting colleagues and visitors.
From £12.50 GBP
Available
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