Getting ‘caught short’ when out and about is an occasional inconvenience for some. However, for those with specific health issues, it can be a serious problem. But one thing is a constant, no matter how often (or badly) you need public toilets: finding them seems to be getting harder and harder.
According to research from the British Toilet Association (BTA), the number of public toilets has reduced by a staggering 40% since 2000. This lack of public facilities means many people are now left having to rely on the largesse of private businesses. Recent research commissioned by Initial Washroom Hygiene shows that one in 10 (11%) people would look for a pub if they needed the toilet when out and about, with 18% saying a café or restaurant is their preference.
But while many of us might feel guilty about popping into a business purely to use their toilet, conversations the BTA has had over the years with retailers and operators in the hospitality industry have shown that for forward-thinking UK businesses, toilets are, in fact, a hidden revenue stream.
- Does my business need to provide toilet facilities?
- The opportunity of opening your customer toilets to the public
- Will the person have to buy something?
- Prioritising hygiene and reliability
- A dignified experience
- Building long-term customer loyalty
- Is there any funding for supplying public toilets?
- Can I open my staff toilets to the public without joining a scheme?
- A member of the public has presented me with a toilet access card. Do I need to let them use the staff toilet?
- What about antisocial behaviour?
Does my business need to provide toilet facilities?
Not unless you’re a pub, cafe or restaurant that has seating for ten people or more. Takeaways and smaller establishments don’t have to, unless they are open after 11pm and/or serve alcohol.
Places where customers are expected to spend a lot of time (and a penny or two as a result), should also provide them. This includes airports, larger supermarkets and department stores.
The opportunity of opening your customer toilets to the public
It’s long been clear that public toilets boost business growth, with research showing 65% of people spend less money in their local area due to a lack of facilities. Has the ongoing decrease in public toilets now created an opportunity for small businesses to seize by taking back control of lost revenue?
Many of the businesses the BTA speaks to are extremely grateful for the additional footfall driven by their provision of toilets. If visitors have a positive experience, they are more likely to buy something. The BTA has even spoken to supermarket chains that layout the location of their customer toilets in a new store plan even before their shopping aisles.
For one major UK pub chain, its toilets are recognised as driving roughly a third of its profits. They bring customers into their premises who often go on to purchase food and drink, and if the washroom facilities are clean and well-equipped, they will be more likely to return in the future. In fact, the humble ‘convenience’ has incentivised a wave of investment in hospitality and retail toilet facilities, to encourage punters to stay and enjoy a meal or return to the shop or business the next time they return to that area.
Further, the ‘purple pound’ (the collective spending power of consumers with accessibility requirements) is worth approximately £274 billion per year to the UK economy. The ‘silver pound’ represents older persons who similarly have a spending power of around £320 billion each year in the UK – these are repeat customers who like to shop locally.
If people aren’t going out due to concerns about accessing a toilet quickly when they need to, it has a huge knock-on effect on the high street. And people with accessibility concerns are more likely to need the toilet urgently, meaning they don’t have the luxury of planning ahead. That’s why it’s even more important that there are dignified toilet options available to them. Businesses that provide reliable, accessible toilets aren’t just supporting these individuals, but enabling them to participate in the community and support the high street economy.
Will the person have to buy something?
Many businesses will be considering the sensitive question of payment. This decision is very personal and depends massively on an individual business’ circumstances. Shop, café, and restaurant owners should aim to encourage purchases alongside toilet use, but in a way that feels genuine (from having a good experience) rather than enforced. While the cost of maintaining facilities is understandably high, a positive visitor experience can build long-term loyalty. If customers feel comfortable and welcomed, they are far more likely to return over time.
While estimates on the exact return on investment are challenging to predict, it is clear that some comparatively small upfront investments in cleaning and hygiene can have huge economic knock-on effects for businesses and commercial premises.
Prioritising hygiene and reliability
Businesses may be concerned with the number of washrooms or cubicles they offer, and it’s of course important to ensure you’re following local authority guidance based on the size of your business.
Ultimately, though, what will impact repeat customers is ensuring that whatever washrooms you do have are fit for purpose: well-stocked, fully operational and, of course, clean. A clean and germ-free washroom is not only crucial for personal wellbeing but also plays a significant role in preventing the spread of germs and diseases. This includes frequent disinfection of high-touch surfaces like taps and door handles, the use of antibacterial agents and an adequate supply of soap, toilet paper and hygiene waste disposal units.
Hygiene signals also matter. Unpleasant odours and overflowing bins are clear indicators of poor standards and can deter people from using facilities altogether. Businesses should regularly empty bins, ensure proper ventilation to maintain air quality and schedule routine deep cleaning alongside odour-neutralising solutions.
Reliability is also important. Fix plumbing issues such as leaks or malfunctioning taps promptly to prevent water accumulation and waste, as well as bacterial growth. Regularly inspect and replace worn or damaged fixtures to maintain both cleanliness and functionality.
A dignified experience
Waste disposal units must cater for all types of sanitary waste, including period and incontinence. Shockingly, previous research that Initial commissioned suggests that 29% of men with incontinence issues have been forced to carry a used pad in their bag or coat due to a lack of sanitary waste disposal.
Ultimately, what matters most is ensuring every visitor has a dignified experience. For people with IBS and other invisible conditions, this means knowing facilities are accessible, inclusive and safe to use without stress or stigma. Beyond simply providing an accessible washroom; clear, inclusive signage can help signal that these spaces are there for everyone, including those with non-visible access requirements.
Building long-term customer loyalty
Many businesses are starting to realise that their washrooms are part of the overall customer journey. When an individual comes in just to use the toilet and has a good experience, that creates an opportunity to convert them into a paying customer.
If you maintain a consistently high standard, it shows you care about the people using it, making it much more likely that consumers will look after and respect the quality provision you have provided. This, in turn, encourages further footfall, as consumers are more likely to recommend others to visit that business. Simple changes that ensure using your washroom is a reliable, hygienic and dignified experience could ultimately have a big impact on your future revenue.
Is there any funding for supplying public toilets?
Yes, but you may have to go looking for it. Some councils run Toilet Community Schemes where they’ll pay a stipend to businesses that let the public use their facilities. The money should be enough to cover cleaning and maintenance.
Enfield Council in London, for example, will pay £500-£800 depending on the facilities you can offer. Check your local council for more information.
Another option is Changing Places, an organisation that advocates for toilets that are suitable for people with mobility issues. Funding to build these toilets is offered in different parts of the UK, depending on when you want to apply. At the time of writing, Scotland is offering funding for these spaces.
Can I open my staff toilets to the public without joining a scheme?
You technically can, but you don’t have to. Your first legal obligation is providing adequate washroom facilities for your staff, and making sure they are well-maintained. If you do decide you want to open to the public, consider your insurance. You might not be covered for members of the public using staff toilets and any damage they may cause.
A member of the public has presented me with a toilet access card. Do I need to let them use the staff toilet?
It’s encouraged, but you don’t have to. Members of the public with conditions such as Crohn’s disease or IBS may hand you a RADAR, Just Can’t wait or Purpose card to request access to your facilities.
For legal and insurance requirements, you don’t have to. But under the Equality Act 2010, you must make ‘reasonable adjustments’ to make sure that disabled people are not disadvantaged. Failing to do so on repeated occasions could put you in violation of the Act.
What about antisocial behaviour?
You have the right to refuse service to members of the public; you can also deny access to toilet facilities if you have a legitimate reason. For example, they might be exhibiting abusive behavior or be visibly intoxicated.
Jamie Woodhall is UK technical & innovations manager at Initial Washroom Hygiene and Raymond Martin is managing director at the British Toilet Association.
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