Our reporting analyst Helen reviews concerns we’ve received about people’s working environments, with a focus on welfare facilities.

Rannoch station welfare cabin Richard Webb Wikimedia 600x400

Above: welfare facilities at a station, unrelated to any concerns we've received (©Richard Webb/Wikimedia Commons)

In the first six periods of 2024/25, issues coded with our theme ‘person’s environment’ were the most reported. ‘Person’s environment’ covers hazards affecting the surroundings where people work or travel. Examples include unsafe temperatures, excessive noise, and risk of assault. This article focuses on ‘person’s environment’ concerns about welfare facilities that are poor or lacking.

Top themes of CIRAS reports 2024-25 P1-6

We hear reporters from all sectors raising concerns about welfare facilities. In 2024/25 so far, we’ve already processed more concerns about this topic than in the whole of 2022/23, and more than half the total number in 2023/24. In the first half of 2024/25, concerns about welfare facilities were close to a third (29%) of all concerns with the theme ‘person’s environment’. 

Number of welfare facilities concerns 24-25 P1-6

Types of concern about welfare facilities

We have listened to concerns about mess rooms, toilets, washrooms, changing areas or canteens. Some are about unhygienic conditions due to a lack of running water or soap to wash hands. There are also reports about mess rooms being unsuitable because they don’t have enough space for staff to take their breaks, or because they aren’t cleaned regularly. Sewage leaks and recurring blocked toilets are other issues that prompt people to reach out to CIRAS. Some reporters raise concerns about not having access to toilets. This can be because they are not nearby, or closed when staff need them.

Most reporters raising concerns about welfare facilities (86% from April to September 2024) tried to raise their concern through another channel before coming to CIRAS. They often express frustration that they are still waiting for the issue to be fixed, especially given the basic need for toilets and running water. 

Actions resulting from CIRAS reports

Reports about welfare facilities have prompted a variety of actions. These have included:

  • fixing faults that had led to inconsistent or no hot water available to wash hands
  • fixing faults with hand dryers
  • replacing or upgrading mess room storage cupboards and food preparation areas that had been in dis repair
  • fixing staff toilets
  • improving temporary arrangements, such as increasing the cleaning of alternative toilet facilities.

Sometimes, a company investigates a concern in a CIRAS report and learns there is a delay in resolving it because of limited communication between teams or no clarity over who is responsible for an issue. Other times, the report helps a company realise it could communicate better with staff on how repairs or upgrades are progressing.  

Case studies

Unhygienic bus stand toilets

A reporter to CIRAS was concerned about unhygienic toilet facilities for bus drivers at a bus stand. They described that the toilet was blocked frequently and there was no way of washing hands. 

The report led to the blockages being cleared, and a regular cleaning and maintenance schedule was put in place to improve the condition of the facilities.

Unusable railway office toilets

The men’s toilets in the office of a railway station had been out of use since summer 2021 because of an unstable floor. Staff had to use the disabled toilet. This was not practical because of how many staff were using this single toilet, and how infrequently it was cleaned. 

After receiving the concern from CIRAS, the company ensured work took place to make the toilets usable again. This involved replacing the toilet floor and redecorating.

Reporter feedback 

Here are a few quotes from some of our reporters whose concerns about welfare facilities we listened to:

  • ‘Many thanks to you and the team as this service has proved useful to progress a long-standing problem.’
  • ‘Brilliant service. We got an email sent out about it at work, sorted immediately with your help.’
  • ‘I don’t think action would have been taken if it wasn’t for CIRAS.’
  • ‘This service has proved to be efficient and [is] looking to be effective to resolve the problem I reported.’
  • ‘Many staff members think that it would [have taken] even longer without the help of CIRAS, as the company is usually reactive rather than proactive.’

Complexities of concerns and further research

Some of the concerns raised to CIRAS highlight the complexity of successfully resolving welfare issues. For example, we have heard from those who have a very short time to use toilet facilities due to the timing of their tram to terminus stations. This is compounded by the distance to and from the tram to the toilets and toilets being unavailable at certain times. 

In the rail industry, Rail Safety and Standards Board (RSSB) has been working on ways to support frontline railway workers to have improved welfare facilities and will continue to do so. 

CIRAS contributed to a previous RSSB project on welfare facilities. The RSSB output stated that the research reviewed reports from CIRAS and others. The report RSSB published gave an important reminder to those in the industry to speak up about concerns they have, and said:

‘It is important that employees do report concerns, directly or indirectly, to allow improvements to be made. Employees should be encouraged to report concerns openly though their line management or internal processes, through safety representatives, or through reporting systems such as Close Call or CIRAS.’ 

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