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Guiding Principles

Section 1

Guiding Principles

Putting Customers First: 5 Guiding Principles of good WC Design
 

Dignity

As a business that prioritises care and respect for its customers, ensuring facilities support dignity and comfort is fundamental to a positive experience. To achieve this, the design of our public toilets should:
  • Cater effectively to diverse user groups by providing appropriate capacity.
  • Offer a fair and inclusive distribution of facilities across genders.
  • Provide ample space to support ease of movement and accessibility.
  • Maintain privacy through thoughtful layout and partitioning.
  • Promote comfort and hygiene with fresh air circulation, reliable drainage, and quality lighting.
  • Include a reliable method for capturing user feedback to guide future improvements.
 

Safety

Ensuring safety is a fundamental aspect of designing public facilities. As spaces open to all, service station toilets must be planned with features that reduce opportunities for antisocial behaviour and support a secure environment. A well-considered design should:
 
  • Address potential security concerns, including the risk of targeted attacks.
  • Minimise opportunities for hiding prohibited items such as drugs or weapons.
  • Ensure that emergency personnel can access the space quickly and easily when needed.
  • Incorporate clear sightlines, consistent lighting, and CCTV coverage to deter misuse.
  • Promote transparency and reassurance through the visible presence of security monitoring.
  • Comply with fire safety regulations through a durable and location-specific fire strategy.
 

Accessibility

Our ambition is to lead by example in providing fully inclusive and accessible toilet facilities that serve all user groups and reflect our commitment to diversity and inclusion. To achieve this, design should incorporate:
  • Clear, intuitive wayfinding to support easy navigation for all visitors.
  • Fully accessible amenities that meet or exceed regulatory standards.
  • Gender-neutral options to promote inclusivity and user choice.
  • Thoughtfully designed provisions for children, including suitable childcare facilities.
  • Changing Places toilets to accommodate individuals with complex care needs requiring additional space and support.
 

Sustainability

Westmorland is committed to reducing carbon emissions and minimising the consumption of natural resources. Good
design should consider sustainability from the outset and include:
  • Materials which minimise embodied carbon.
  • Fittings which minimise water and detergent consumption.
  • Low energy lighting sources.
  • Exclusion of CFC’s and formaldehyde.
  • Selection of materials from sustainable sources