Dine-and-dashers demoralising staff, says industry

Rising numbers of dine-and-dash thefts targeting restaurants and other venues have been leaving staff demoralised, business owners have said.

Figures obtained by the BBC via a Freedom of Information (FOI) request show that offences reported to Norfolk Police have doubled in the past three years.

Last year 60 dine-and-dash thefts were reported to the force, compared with 29 in 2023 - but less than 10% resulted in a charge.

Rebecca Mayhew, who suffered a spate of dine-and-dash thefts at her restaurant at Old Hall Farm in Woodton, Norfolk, thought the increase was down to a "lapse of morals".

Norfolk Police's FOI figures revealed out of 129 incidents reported, 69 thieves were unable to be identified after an investigation and 33 suspects were identified but a lack of evidence led to no further action.

There were 10 offences resolved through a community resolution and 11 offences ended in a charge.

"We have had people pretending to go to the bathroom and then staff get busy and the customer disappears," Mayhew said.

"It is just really disappointing, frustrating and stressful for staff.

"We didn't report it. The police have more important things to worry about."

Following the incident, CCTV cameras have been installed and customers are asked to pay upfront.

Mayhew said she does not think the increase in dine-and-dash thefts was reflective of the economic climate.

"I know times are tricky but I don't think it is to do with that. I think people feel more entitled and I don't think they aways feel they ought to have to pay for everything.

"Maybe there's a lapse of morals in society as a whole."

Marcus Pearcey, a Norwich businessman who runs several venues, said the crime can particularly hurt independent restaurants.

"It affects everyone but it is much more personal for independents because it is you putting the hard work into the business," he said.

Pearcey added that some customers may dislike an aspect of their meal before walking off.

"They decide that gives them the right to just walk off and not pay," he added.

"It is really demoralising. If there is an issue talk to your sever or management to resolve it.

"A group of six people walking out and not paying because one meal wasn't right is just totally unacceptable."

More stories from Norfolk

• Shops to become homes as city continues to change
• Diver urges more protection for world's longest chalk reef
• Man found guilty of murdering estranged wife

Tony Sophoclides, UK Hospitality's strategic affairs director, said a recent survey of operators across the UK showed a third of businesses had been hit by dine-and-dash thieves and that incidents were increasing.

"The rapid rise is really concerning, especially when you consider how many other challenges venues are facing, in terms of costs.

"Every single penny is absolutely vital for many businesses. We have three venues closing per day at the moment. So a dine-and-dash really could spell the end of a venue," he said.

Sophoclides said thieves can often use confrontation as a tactic to escape paying and that each incident risks affecting staff morale as it puts them in a vulnerable position.

Measures to stop thieves, such as CCTV or making people pay upfront can help but some restaurants avoid this as it can affect the dining experience, Sophoclides said.

Even with CCTV footage, tracking down dine-and-dash thieves can prove a challenge.

Last year Norfolk Police released CCTV footage of four women who allegedly ordered more than £300 of food and drinks before leaving without paying from a restaurant in Norwich.

The investigation was later closed after officers were unable to locate any suspects.

Insp Ben Hardiman, from Norfolk Police, said prosecting offenders is challenging but urged victims to keep reporting the crimes.

"For many small businesses, the loss from repeated offences can be particularly damaging, and we understand the frustration felt by those affected.

"Identifying and prosecuting offenders can be challenging as investigations often depend on CCTV, witness evidence, vehicle details, or other information that can reliably identify a suspect," he said.

Do you know of a Norfolk business that has been the victim of a dine-and-dash theft? Contact us below.

Follow Norfolk news on BBC Sounds, Facebook, Instagram and X.