Refusing Entry Scenario for Door Supervisors (UK)

A man reaches the front of the queue. He is swaying, his speech is slurred and he is talking very loudly. He says his friends are inside and he wants to join them.

1. Politely refuse entry. Say briefly that the venue cannot let in people who have had too much to drink, keep a safe distance, and stay calm.
   Why?

   Best practice. Good. The premises, and door supervisors acting for them, can refuse entry, particularly to support the licensing objectives, such as preventing crime and disorder and public safety. Under the Licensing Act 2003, s. 141, staff with authority to sell alcohol commit an offence if they knowingly sell it, or allow it to be sold, to a person who is drunk.

2. Refuse him loudly in front of the queue, telling him he is too drunk and should go home.
   Why?

   Acceptable. The refusal is right, but the delivery is weak. Embarrassing someone in public can turn a refusal into a conflict. SIA conflict management training covers building rapport, explaining your reasons and seeing the situation from the customer's side.

3. Let him in, because he is a regular and his friends are waiting.
   Why?

   Unsafe or not allowed. Wrong. Letting in a drunk customer works against the licensing objectives. Under s. 141 of the Licensing Act 2003, staff who knowingly sell alcohol to a drunk person, or allow it to be sold, commit an offence.

He insists he is fine. You notice he is alone and unsteady on his feet, and he cannot remember where he left his phone.

1. Keep the refusal, but check his welfare. Offer to call a friend from inside to come out, or a licensed taxi, and tell your supervisor on the radio.
   Why?

   Best practice. Correct. SIA training says door supervisors must recognise the risks to vulnerable people who are refused entry. Ways to help include contacting a friend or relative, calling a licensed taxi, using a safe haven, asking street pastors or marshals for help, and calling the police.

2. Say no again and turn back to the queue.
   Why?

   Acceptable. Weaker. The refusal stands, but you have ignored clear signs that he may be vulnerable. Refusing entry does not end your duty of care to the people around your door.

3. Push him away from the door so the queue can move.
   Why?

   Unsafe or not allowed. Unlawful and unsafe. He is outside the premises and is not attacking anyone. Force is only lawful when it is reasonable in the circumstances, for example to prevent crime, and SIA training treats physical intervention as a last resort.

Twenty minutes later he comes back, shouting, and tries to push past you into the pub. He has not hit anyone.

1. Stand your ground calmly and tell him clearly he has been asked not to come in. Radio for a colleague, and ask for police to be called if he will not go. If your venue issues body-worn cameras, record as its policy says.
   Why?

   Best practice. Best. Under s. 143 of the Licensing Act 2003, a drunk or disorderly person commits an offence if they try to enter after staff have asked them not to. When asked, a police constable must help to prevent such a person from entering. SIA training includes knowing when to call the police and how to use body-worn cameras.

2. Step back and let one colleague deal with him alone while you carry on with the queue.
   Why?

   Acceptable. Weaker. Working alone with an angry person raises the risk for your colleague. Team support and clear radio messages make the door safer.

3. Put him in a headlock and drag him away from the door.
   Why?

   Unsafe or not allowed. Excessive and dangerous. The Criminal Law Act 1967, s. 3, allows only such force as is reasonable in the circumstances. A headlock on someone who is shouting but not hitting anyone is not reasonable and can cause serious injury.

He suddenly punches a man in the queue, who falls and has a bleeding cut on his face. The attacker starts walking off down the street. Police have been called and are on their way.

1. Make sure the injured man gets first aid, and call 999 for an ambulance if he needs one. Note the attacker's description and direction, and pass them to the police.
   Why?

   Best practice. Best. Look after the injured person first. Under PACE 1984, s. 24A, any person may arrest only for an indictable offence, and only if it is necessary for a listed reason and it is not reasonably practicable for a constable to do it instead. With police on the way, watching and reporting is the safest choice.

2. With a colleague, stop him from leaving using only reasonable force, and hand him to the police when they arrive.
   Why?

   Acceptable. Possibly lawful, but riskier. A s. 24A arrest needs an indictable offence, reasonable grounds, a listed reason such as stopping him making off before police can take responsibility, and that police cannot reasonably do it instead. Any force must be reasonable, and the injured man still needs care.

3. Chase him down the street and tackle him to the pavement.
   Why?

   Unsafe or not allowed. Unsafe. You leave the door and the injured man, and a tackle on a hard pavement can cause serious injury. Force must be reasonable in the circumstances, and police are already on the way.

Police officers arrive a few minutes later and ask what happened.

1. Give the officers the facts in order, point them to witnesses and any CCTV or body-worn camera footage, and write your incident report before the end of your shift.
   Why?

   Best practice. Correct. SIA training covers incident recording and preserving evidence. A prompt, factual report and saved footage help the police and protect you and the venue.

2. Tell the officers what happened, but leave the written report until tomorrow.
   Why?

   Acceptable. Weaker. The verbal account helps, but details fade quickly. Write the report while it is fresh.

3. Tell the injured man there is no point talking to the police and offer him free drinks inside.
   Why?

   Unsafe or not allowed. Wrong. Discouraging a victim from speaking to police is never acceptable, and serving alcohol to an injured person adds risk. Help the police, do not hide the incident.