Guidance

Staying safe: guidance for the private hire vehicle trade

Published 17 November 2023

Private hire vehicle drivers deal with strangers, often in isolated places and carrying cash. If they work at night, they are likely to have to deal with people who have drunk too much alcohol. All this means they may be at increased risk of violence.

This guide is to help operators and drivers to think of things that can be done to stay safe. It also contains guidance on what to do if you are concerned that a person may be at risk of harm.

Hate crime

The term ‘hate crime’ can be used to describe a range of criminal behaviour where the perpetrator is motivated by hostility or demonstrates hostility towards the victim’s disability, race, religion, sexual orientation or transgender identity.

These aspects of a person’s identity are known as ‘protected characteristics’. A hate crime can include verbal abuse, intimidation, threats, harassment, assault and bullying, as well as damage to property. Any crime can be a hate crime, including if it’s committed online. The perpetrator can also be a friend, carer or acquaintance who exploits their relationship with the victim for financial gain or some other criminal purpose.

If you believe that you may have been the victim of a hate crime, you should report this to your licensing authority so that it can better understand the issue facing the trade. You can report this to the police in a number of ways:

• By calling 101 (non-emergency) or 999 (emergency).
• Online at www.report-it.org.uk/ or view the website for your local police force.
• In person at a local police station.
• You may also wish to report anonymously to Crimestoppers on 0800 555 111 or at https://crimestoppers-uk.org/.

Hate crimes target an individual’s core identity and as such have a particularly harmful impact on victims.

You can seek support from a range of organisations that are experts in supporting victims of hate crime (even if you have chosen not to report your experience to the police).

These organisations provide a range of services to help you address the impacts of your experience, ranging from emotional or practical support, help with accessing assistance from other agencies and help with making a report to the police.

A list of organisations that victims can access can be found at www.report-it.org.uk/organisations_that_can_help.

More information about hate crime can be found at www.gov.uk/report-hate-crime.

Bookings

• Your operator should make sure that they have contact details for the passenger, the Statutory Taxi and Private Hire Vehicle Standards provides a list of information that should be recorded to assist in increased protection of passengers, in particular children and vulnerable adults.
• Operators should keep a list of locations that have been the source of violence and raise this with the licensing authority and the relevant police service.
• Operators should confirm with the passenger exactly where they have requested to be carried and an estimate of what the fare will be.
• If accepting a long-distance booking, operators should be clear with the passenger if the driver is going to ask for payment upfront.
• If the passenger changes the journey that they booked, let them know what this means regarding the fare. This will reduce the risk of a dispute later when you are alone and most at risk of violence.
• Let the operator know of any change to the booking.

Cash management

• Wherever possible, drivers should avoid carrying large sums of cash.
• Drivers should try to drop off cash during their shift, so that as little cash is carried in the vehicle as possible. If this is not possible, cash should be hidden from view, ideally in a secure box.

Adjustments to your vehicle

Some drivers fit their cars with a screen to protect them from assault. Screens are made from materials that withstand a knife attack or hard body impact and can be fitted and taken out easily.

Installing CCTV cameras has been shown to lead to reduced threats and violence against drivers. Signs in the vehicle are required to highlight the presence of CCTV to passengers and an extra indicator is required to show when audio recording has been activated. Cameras can be bought or rented and the cost may be offset by reduced insurance premiums. They can be useful when there is a dispute with a passenger, as it is not just the driver’s word against theirs. When installing CCTV, the system must comply with the licensing authority’s requirements.

A report of the Sheffield Taxi Safety Camera Pilot Study found that, based on drivers’ feedback, installing CCTV cameras reduced the number of incidents from 1 in 7 fares to less than 1 in 100 with a very significant reduction in threats and violence against drivers.

Fitting a convex mirror that gives you a full view of the rear of your car will help you to see what a passenger directly behind you is doing.

Carry with you

• A spare key, in case an assailant throws your keys away.
• A mobile phone. A mobile phone: if available, use the ‘emergency information’ function, so that, if needed, anyone who picks up your phone can see this information without the need to unlock your phone. Alternatively, carry an emergency card with your name, date of birth, blood group, allergies and a contact number for emergencies.
• A notepad and pen to record incidents.
• A statement explaining that it is against the law for you to take passengers other than those who have pre-booked.
• An explanation of the fare structure, so that you can explain it to a passenger who feels that you are over-charging them.

How your control room can help you

• You will need them to get help for you if you are in trouble.
• Have a pre-arranged code word that you can use if a passenger becomes threatening, so that you can call for help without making them suspicious.
• Some control rooms have GPS and can track the progress of all vehicles. Drivers have a silent button that they can activate in an emergency, which flags up their vehicle on the controller’s screen.

Staying safe

• You know that working at night carries most risks of violence, especially as many passengers will have been drinking. Make sure you are not tired – you need to be alert at all times.
• Trust your instinct – you have the right to refuse a passenger if you think they may present a risk.
• Only open the windows enough to speak to people without them being able to reach in. Only let them sit in the front of the car if you wish.
• Communication with the passenger is important. Be polite and pleasant.
• Use your radio or other device to tell your controller that you have started your journey. This will mean that the passenger will know you are in contact with base.
• Make eye contact with the passenger when they get in the car. This helps to establish a relationship with them. It also gives them the message that you could identify them.
• Explain the route you plan to take if you are going a long way round (for example, to avoid road works), so as to prevent a dispute over the fare.

If you feel threatened

• Try to stay calm. Take slow, deep breaths – this may help to lessen your anxiety.
• Be aware of your own actions and how they may be seen.
• If a CCTV system is fitted, remind the passenger of this and, if audio is to be recorded, make clear that you are doing so and why.
• If you can, drive to a brightly lit, busy place as these are often covered by CCTV.
• If you have a screen you are likely to be safer staying in your cab than getting out.
• Do not attempt to run after a passenger who owes you their fare. Your safety is more important than the money.

If you are attacked

• Do not try to fight back – it is most likely to make the violence worse for you.
• Use your horn and lights to attract attention.
• Contact your control room or call 999 to get help.
• Gather as much information about the person as you can (such as their clothes or accent).

After an incident

• Write down everything about the incident – a description of the passenger and what they said and did.
• If you did not call them at the time, report all violent incidents to the police. Be prepared to make a witness statement. It may take time, but it may prevent violence in the future for you and other drivers.
• When sentencing offenders, courts must follow the relevant legislation and the sentencing guidelines. Assaults against those providing a public service and vulnerability of the victim are both aggravating factors, increasing the seriousness of the offence. Where a crime has been motivated by the victim’s actual or perceived race, religion, disability, sexual orientation or transgender status, this will be considered an aggravation, which makes the offence more serious, usually meriting a higher sentence.
• Bilking ‘or making off without payment’ is a criminal offence under section 3 of the Theft Act 1978. Report incidents to the police and be prepared to make a statement.
• You may be able to recover the costs of damage to your vehicle through the small claims system.