And there are two changes buried in the detail that are about to become very real for contact centre leaders and will need attention.
A Duty to Tell Staff About Their Union Rights
From 30 October 2026, every new employee must be given a written statement telling them about their right to join a trade union, issued alongside their usual written statements of employment, their contract and employee handbook.
Existing employees must be informed too, and there’ll be an ongoing duty to remind everyone periodically, though the government hasn’t yet confirmed how or how often. Get it wrong, and it’s enforced the same way as failing to issue a contract, in the form of compensation of two to four weeks’ pay (capped at £751/week).
Unions Get a New Route into the Workplace
For any organisation with 21 or more members of staff, unions will gain a statutory right to access workplaces – either digitally and physically – to meet, support, recruit and organise (though not to organise industrial action). Employers can refuse unreasonable requests, but the law is designed to favour access and weekly requests are likely to be seen as reasonable.
If agreement can’t be reached voluntarily, it escalates to a formal process and ultimately the Central Arbitration Committee. Non-compliance carries fines starting at £75,000, rising to £500,000 for continued breaches.
As Kate Palmer, COO at Peninsula, speaking on the CCMA’s Informer podcast podcast, said the trade union changes in the Employment Rights Act have largely gone under the radar to date, but are no less significant than many of the other changes to be tabled.
“This is the change that’s had the least publicity,” she explained. “I met with the CEO of ACAS (the Advisory, Conciliation and Arbitration Service) and there’s a general sense that people don’t understand the ramifications of what’s to come in October. It’s also important to note that change in leadership [Andy Burnham becoming Prime Minister] is highly unlikely to change the Employment Rights Act.”
Ensuring Your Operation is Ready
The Employment Rights Act 2025 has been one of the biggest shake-ups to employment laws in the UK in decades, and the changes are happening at pace.
The trade union requirements are seemingly straightforward, but must be tackled immediately. Now is the time to review onboarding processes, prepare your union statement and make sure your leadership team understands the access request process before October arrives.
Members of the CCMA have access to an award-winning 24/7 HR & Employment Law helpline, who provide specialist support and advice on a range of employment matters.
As Head of Content, Chris works closely with the CCMA team and the contact centre community to ensure members receive the most relevant, timely and engaging content about their industry. Prior to working with the CCMA, Chris was a seasoned business journalist – this included nine years writing about trends in the CX and contact centre space for former industry publication, MyCustomer.
By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.
