Even aficionados of toilet humour will agree that sanitation is a serious matter for the real estate business.
2008 is the United Nations Year of Sanitation, and on 22 March World Water Day brought the important issue of water access for 2.6 bil people to global attention. Yet those of us whose have become accustomed to the luxury of a flushing toilet and a running tap often overlook the importance of the restroom in commercial real estate.
“Toilets remain a misunderstood area. Owners need to know that they offer a great return on investment,” says Jack Sim, Founding Director, World Toilet Organization. He believes that “loos” form part of the 3Ls of real estate (along with the lobby and lifts) but notes that while common areas are generally well maintained washroom facilities are all too often considered to be of secondary importance.
While some may scoff at what is known as “The other WTO”, and laugh at Sim’s “toiletman” media persona, the World Toilet Organization is no joke. Members of the advisory board committee include Willie Cheng, former Managing Director, Accenture Singapore, and Wong Lee, Director of Strategic Philanthropy, BNP Paribas Bank. Besides holding a global “World Toilet Summit” the Organization researches and lobby’s governments and businesses on sanitation and toilet related matters.
“In office or industrial buildings, badly maintained restrooms can lead to low morale, low productivity and high staff turnover,” says Sim. He adds that, from a landlord’s perspective, bad toilets is bad business as in many cases the problems they cause will lead to lower demand and eventually lower rents. The importance of having well designed and kept toilets can be seen very clearly in retail premises. Sim cites the statistic of shoppers toilet needs (every 2.5hrs), and points out that if the facilities aren’t up to scratch the customer will have no choice but to leave.
An FM perspective
For certain types of facilities, toilets become a mission critical area. Eric Chan, Senior Facility Manager, Hospital Authority (Hong Kong) and committee member for HKIFM (Hong Kong Institute of Facility Management) notes that “In the hospital sector, toilets and washrooms are one of the key areas that Facilities Managers need to pay particular attention to.” With the current school closures in Hong Kong reminiscent of the SARS crises, addressing matters such as hygiene and cleanliness to help halt the spread of contagious bacteria and viruses is no laughing matter for FMs.
The Hong Kong hospital authority monitors and measures the effectiveness of washroom management both quantitatively and qualitatively. The quantitative approach, records the frequency of cleaning, a checklist for methodology and performance measurements. The qualitative approach uses customers and end-users satisfaction survey, as well as internal and external audits. Chan reveals that, in the annual ISO9001:2000 customer satisfaction survey, “The concern over the standard and quality of services provided by the FM providers is a hot potato, and it is the most frequent cause of complaint.”
In response, they authority has formed a task force consisting of a service management team with representatives of all stakeholders concerned. This team has been tasked with implementing a water management plan which includes supply and waste water management. This will include the effective monitoring of the performance in terms of cleanliness, hygiene and infection concerns. Chan believes that only by working together with FM service providers can the matter be dealt with properly. “It is a concerted by all parties to improve these facilities being properly managed,” he says.</p
Design equality
Lau Po-chi, past president of HKIFM, feels strongly that facility managers are in a strong position to improve something that affects all of us. “Let’s go back to the users needs. Are the fundamental questions being answered? Are the design, construction and ongoing management of washrooms ensuring that toilet facilities are sustainable, healthy and comfortable?” He feels that there is substantial room for improvement, even in something as simple as providing enough space. “The ratios between the gentlemen’s and the ladies’ toilet are totally out of proportion. We notice that during peak hours there is a long queue outside the ladies toilets in practically all public facilities.”
In Hong Kong, shopping malls have begun to pay more attention to washroom facilities. Elements mall (project profile RFP Issue 37) features washroom facilities comparable to a five star hotel. This was a key component of the design, explains Simon Blore, Managing Director, Benoy (design architects for the project), and was used to differentiate the mall from competitors.
Not to be outdone, Swire Properties have put restrooms at the centre of a series of upgrading initiatives to provide an even more people-focused environment in Pacific Place. Leading British designer Thomas Heatherwick, is responsible for the changes. “To provide more personalised services, we have introduced spacious and tastefully designed restrooms, as well as a new baby changing rooms,” said a spokesperson from Swire Properties. Gender inequality has also been faced, with a significant number of extra cubicles added to the female restroom.
The unsung hero of FM
Even the best designed and built toilet facility will have problems if the cleaning team is not up to scratch. “Washroom attendants are unsung heroes, often paid too little and given no training. The job itself becomes a stigma,” says Sim. To break this concept, the WTO has formed a “World Toilet College” and brought in Japanese trainers to teach professional courses. This concept of up-skilling is one that will resonate with facility management professionals across the board who are trying to raise service levels and boost the industries reputation.
Knowing that the average person spends three years of their life on the lavatory, and we visit the washroom six to eight times a day, it is safe to say that the toilet plays a central role in our lives. For designers, facility managers and real estate planners, it is clear that flushing out complacency when it comes to toilets and washroom facility can only be beneficial.
