Legal: Don't let loos let your pub down

What criteria do you think guests and customers use when judging the standards of an establishment? Do they judge on the quality of the drink and food, staff, décor, comfort and cleanliness, ambience and a host of other details? Of course they do.

But perhaps the biggest single influence before coming to a final verdict on a pub is the condition and cleanliness of the toilet facilities.

Obviously, it is a legal requirement that every establishment provides toilet, hand-washing and drying facilities.

But it is the quality that sets the benchmark. In essence, having a clean and pleasing décor, good quality toiletries, a constant supply of hot water and in some cases a mixture of hand-drying machines and towels all lead to good customer experience.

Toilets for the disabled are to be encouraged wherever possible as such provision shows a caring and more accessible establishment to all clients. However, the different facilities needed - like lower wash-hand basins, support rails, comfort seating, door widths and alarms - depending on people's degree of disability - should also be taken into account.

And in these enlightened times baby-changing facilities are becoming more and more in vogue.

But with this facility comes additional responsibility. Every item of equipment and changing tables must be completely sound to use and be checked frequently for safety purposes. High standards of cleanliness, too, are essential and checks should be made on a regular basis to ensure standards are being maintained and things like 'wet floor' signs are used when necessary.

The provision of disposal bins is all part and parcel of ensuring high standards are kept up and they should be emptied on a contractual basis, using a company which gives you a transfer of waste notice to prove the items are being correctly disposed of.

Much to do, perhaps - but make no mistake - the 'smallest room' can very often have the biggest impact on customers' perception of your business.