The Power of Collaboration: Paul Thrupp, IWSA & the Future of Washrooms

In this episode, Becky is joined by Paul Thrupp, Chairman of the Independent Washroom Services Association (IWSA), an organisation bringing together independent washroom service companies from across the UK for over 20 years. With 34 member companies, the IWSA is passionate about supporting its members through education, knowledge sharing and collaboration, helping them deliver the best possible service to their customers.

 Bringing the Washroom Industry Together

Paul explains what the IWSA is all about and how its members benefit from being part of an association where businesses can come together, share experiences and learn from one another.

The association holds three face-to-face meetings each year, alongside on line teams meetings, giving members the opportunity to discuss the challenges they face and learn from experts and keynote speakers. Since becoming Chairman, Paul has asked members what they want from these meetings, leading to sessions covering subjects including AI, insurance, accreditation, waste management and the keynote speakers like Loo of the Year Awards.

 Becky reflects on attending one of the meetings and hearing from keynote speakers, highlighting how valuable it is for businesses to have access to education on sometimes complex subjects.

The Importance of Washroom Services

Paul explains that washroom services are an important part of facilities management, covering everything from washroom products and air care to sanitary disposal and ensuring appropriate facilities are available for staff, customers and visitors.

He discusses how many of the challenges faced by washroom service companies are shared across the industry, making the opportunity to meet, communicate and share knowledge particularly valuable.

For Paul, the IWSA is about helping its members understand complex issues and turn that knowledge into better services for their customers.

People, Technology and the Future

The conversation turns to one of Paul's biggest frustrations – attracting young people into the washroom and facilities management industry. He believes it can offer a rewarding career but needs greater visibility and recognition.

Paul discusses how initiatives such as the Loo of the Year Awards can help shine a spotlight on the industry and encourage a new generation to consider a career within it.

 They also explore the role of cobotics, where robots and people work alongside one another rather than technology simply replacing people. Paul believes this could create exciting opportunities for the future, while stressing that the personal touch will remain incredibly important.

Working Together to Raise Standards

 Becky and Paul discuss the new partnership between the Independent Washroom Services Association and Loo of the Year Awards, including the introduction of the IWSA Awards as part of the Loo of the Year Awards platform.

The new awards will recognise the people and teams working within the washroom services industry, with an independent panel of judges.

The partnership also provides an opportunity for both organisations to raise awareness of each other's work and encourage greater collaboration across the industry. Paul talks about the importance of working alongside organisations and supporting initiatives including toilet twinning and charitable work.

Safety, Dignity and Inclusion

The conversation also explores why washrooms are about far more than simply providing a toilet. Safety, dignity and inclusion are central to creating facilities that work for everyone.

Paul explains how IWSA members are encouraged to consider full inclusivity within washrooms and how the association works to add value for its members, giving them the knowledge and support they need to help their own customers.

Becky and Paul discuss their shared passion for washrooms and why bringing different organisations and industry professionals together can ultimately make a much bigger difference.

Looking to the Future

Paul is excited about what the future holds, particularly the opportunities created by the partnership between the IWSA, Loo of the Year Awards and the wider washroom industry.

He talks about an upcoming panel discussion at the Cleaning Show in early 2027, where he will join Raymond Martin from the British Toilet Association and Becky from Loo of the Year Awards.

For Paul, the message is simple: the more we work together, the greater the impact we can make.

He also encourages anyone looking to learn more about the IWSA, or anyone who needs help putting together a washroom specification, to reach out to one of its members. Their knowledge and experience would provide invaluable support.

An informative and thought-provoking conversation about the washroom services industry, education, technology, people, inclusion and the power of collaboration – and why working together could help create better washrooms for everyone.

For more information about the Independent Washroom Services Association :-www.IWSA.org.uk or Paul Thrupp on Linkedin www.linkedin.com/in/paul-thrupp-cmgr-mcmi-fbicsc-242455b/

For more information about the Loo of the Year Awards, visit www.loo.co.uk, email information@loo.co.uk, or call 01531 640715.

Transcript

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SPEAKER_00 0:20

Hello, and welcome to the blogcast, put together the Volley Louis the Year Awards, all about washrooms and, as you know, how it affects us as humans and how we like to improve it. So today, my exciting guest sat with me is Mr. Paul Thrapp, and he is chairman of the IWSA. And to start with them, Paul, perhaps you'd like to uh tell us what that stands for and what it does.

SPEAKER_01 0:44

Yeah, of course. Uh morning, Becky. How are you doing?

SPEAKER_00 0:47

Yeah, we're really good, thank you.

SPEAKER_01 0:48

Good, yes. So the Independent Washroom Services Association, the IWSA, is uh an association of some independent washroom companies, surprisingly. Um uh all uh very enthusiastic uh business people that run great businesses with great people, and what they offer is something a little different to some of the main players. Um so they offer that independent and um personal service to our clients.

SPEAKER_00 1:15

And how long's that been going?

SPEAKER_01 1:17

Oh, it's been going now about 20 years. Oh wow, so it's really well established. It is.

SPEAKER_00 1:21

And how many members do you have?

SPEAKER_01 1:23

Uh we have about 34 member companies at the moment.

SPEAKER_00 1:27

Excellent. And so talk to me then about what you do as an IWSA to help them.

SPEAKER_01 1:32

Yeah, well, the idea would say that is really just to educate and uh and help their businesses uh improve and and and uh obviously it be more attractive to clients. So uh as an independent, they do, as I said earlier, offer um a more personal service than some of the large nationals can. So the clients get the best of both worlds worlds because they're getting clean and um competitive pricing, but with that personal service of a of all of a family organization.

SPEAKER_00 2:04

Brilliant. So we met through you or yourself inviting me through one of your members to come and speak at one of your meetings where your members get together. I understand you have a couple of those a year, don't you? Do you want to talk about those and and what you do there?

SPEAKER_01 2:22

Yeah, we we have three meetings a year, and um, and that's face-to-face uh meetings. So we we do have obviously additional team meetings or uh online meetings, but but we like our meetings to be face to face. And we have a great uh evening dinner the night before where we network with each other and uh and we invite some of our supply partners and guests to join us for that for that dinner, and that's a really good platform for anybody to get to know each other. So for some of our uh supply partners, that's a great opportunity for them. And then on the following day, um we have our formal meeting which goes on till around two o'clock in the afternoon. And uh when I first joined the IWSA, it was uh I asked all the members what they found good about what the IWSA offered and what wasn't so good. And um it came through that some of the meetings got a little bit tedious and boring because they were just seeing the same supply or type of supply partners at the meeting. So we've now moved that on so that the meetings are now more educational. So we have keynote speakers like yourself to educate our members and to give them tools to improve their business and sort of topics that were covered, we've covered so far AI, HR, uh, insurance, Louis the Year Awards, accreditations, and and really develop that and the feedback from all of our members and our supply partners who come to the network um mail um is all been good.

SPEAKER_00 3:53

And what I found quite interesting is we sat with you for a few of those talks uh before I spoke, and there was um talking about waste management and things that DEFRA were putting into place, and actually, as a person on the street, people wouldn't understand how much work goes in behind the scenes. It's not just taking a toilet roll or a packet of hand towels to your um customer, is it? It's all about the waste management as well and how that's looked after. And I thought that was really quite interesting.

SPEAKER_01 4:23

Yeah, it's very complex. I mean, any business really is complex. People think that you know some companies make it look easy, yes. Uh but the whole idea of the IDSA and all of its members is to make it easy for the clients. So by educating our members and by you know by having speakers such as DEFRA and other organisations, we can help to improve to educate them and also offer a better service for the clients.

SPEAKER_00 4:48

Because with the Louis Your Awards podcast, we won't it won't be just talking to people within the industry. We're hoping people are going to be listening that don't necessarily understand all the facility management and how it works and the complex of it. Um, so do you want to just tell us a little bit more about some of the day-to-day things that your washroom suppliers need to provide to their customers?

SPEAKER_01 5:11

Yeah, well, washroom services is just a small part of facilities management, which is excuse me, which is all about supplying a service to a building or to an environment. So with the washroom, we deal with washroom products, washroom services, sanitary um disposal, um air fresheners, fragrances, uh really anything that goes into a into a washroom that uh and of course every building has washrooms and uh and uh you need to maintain them in the right manner in order to make them attractive and of use to to the clients and to your own staff.

SPEAKER_00 5:49

And that is quite a bit that I like to hear you say, your own staff, because we talk about it with a lot of people that are entering Louis of the Year Awards, not just the visitors and the customers, it's about looking after your staff and the retention and the well-being as well, isn't it?

SPEAKER_01 6:03

Oh of course, a happy team is uh is is the answer to uh to the success of a company. So uh you need you know health and safety says you need to provide you know adequate and correct facilities and uh and we help to to to do that. To do that.

SPEAKER_00 6:18

And what I quite like about the idea of your membership is business is quite hard, isn't it? You know, we all have areas where we don't succeed as well as perhaps we could. So say like you talked about AI, where we've all come into it like, oh, what's that? So being able to be a member, I guess, gives it some sort of help with their peers and and everybody else to work together and and be able to ask questions and not feel that they're out there on their own.

SPEAKER_01 6:44

Well, yeah, they've they've all got the same problems, so they all they all come across the same issues, the same challenges. So by meeting up and sharing those challenges and uh how they how they answer those challenges is of use to everybody.

SPEAKER_00 6:58

And facility management as an industry is really big in this country, but people don't necessarily understand that percentage, do they, of of where it stands within all the different industries.

SPEAKER_01 7:10

It's a frustration of mine. I mean, I started off in cleaning and moved into security and then full FM. And uh a frustration of mine is uh we don't appear or we don't seem to be able to attract the young people into the into the industry. It's almost seen as an older person's industry, and it's such an attractive industry that the better we can get to the colleges and the universities for them to understand all of the aspects of facilities management, um, then I think the better it would be for the industry because uh it's a great career, it's a great opportunity for people, and you know, it's an opportunity to really establish ourselves and um and get the right rewards.

SPEAKER_00 7:51

So, how do we, as something like Louis the Year Awards, where we're not just an award ceremony, we're about grading, we're about trying to improve the washrooms that the customers, the staff, the visitors are using. How do we try and encourage people to get involved in facility management?

SPEAKER_01 8:08

I think it's just by highlighting the success the success. You know, people would look at facilities management and think, oh, it's just about cleaning. Um cleaning itself is very complex, and uh you know, there's a science to cleaning, and people don't realise that. But by making it more of a science and more of a career path, I think we can get people to to get on board a little earlier, and by attracting young people to the to the to the uh industry, it will only benefit everybody.

SPEAKER_00 8:37

Do you think having robotics within it? Because we have robotic cleaning machines, then we also have a lot of digital um apps that people use, don't they, to keep track of what's going on in the washrooms. Do you think that will encourage youngsters because it's it's becoming more automated, therefore it looks a bit more trendy?

SPEAKER_01 8:53

Definitely. I think I think you know people I like to call it cobotics rather than robotics because robotics, I think, take over, sort of yeah, perceived as taking over and and uh well, as cobotics, it's about working with people, working alongside people.

SPEAKER_00 9:07

That's a really interesting thing. Yeah, I think I think like that.

SPEAKER_01 9:10

I think whenever I was whenever I was selling the concept of robotics to my team, it was all about it was cobotics and uh you know the it would help you uh achieve what we're trying to achieve as a business. It's not there to replace you, and um, and I don't think it ever will. Um I'm sure that it'll it'll do some of the more complex um jobs, but I think certainly that personal touch and the the the fact of working look at housekeeping and jobs like that and washroom servicing, uh that personal touch is so important.

SPEAKER_00 9:44

I think you're right there.

SPEAKER_01 9:45

Yeah.

SPEAKER_00 9:46

What's quite exciting for us now is Lou of the Year Awards, that we've sort of partnershipped with the IWSA through your idea um of putting some awards together. So we'd actually launched our new award, haven't we, about the uh suppliers choice, uh, which has gone out to lots of um companies that have entered Lou of the Year Awards and ones that haven't, and they've been given the uh choice to just enter that award and and sort of big up, if we want to, their suppliers, which has been quite good, we've had a good response, but we've also decided that together you wanted to do some awards with the IWSA, and you felt that to come to Louis Louis of the Year Awards would be quite good for us to sort of make a platform for you to do it within our awards in January. So, do you want to talk to us about that? What what made you feel that that would be a good thing to do?

SPEAKER_01 10:40

Well, and what a what what a great opportunity for us. I mean, yeah, I'd obviously I've been involved in Lou of the Year over the years, I've been to many of the events. Um, I attended as your guest last year and uh and what a fabulous event it it was. Sorry, early this year. Um what a great event, and uh, and we at the I do say we're trying to launch our own award so that we can provide recognition for our teams and for our people uh and demonstrate uh to our people that we care about about them and that we recognise what they're doing. And uh it just struck me as a no-brainer, yeah, what a great event you guys run. And uh, if we could just hatch onto that and be a little part of it, um I think it cements the relationship, you know, between ourselves, uh, but also it means we've got a great platform on which to launch our inaugural awards. I'm so excited by it, and uh, and certainly our members are as well.

SPEAKER_00 11:34

Yeah, no, I think it's really exciting because we've talked about how it might look, haven't we? And uh you've put together your categories and you're gonna send those out, you're gonna have your own independent panel to judge it. Actually, what we're just doing is giving you this platform to be able to present those awards, as you say, to your members that that take part. And I think you're right. I think giving people the chance to be recognized for what they do and to work to something, um, it builds morale.

SPEAKER_01 12:03

Yes, I I think it's it's recognition. Yes, and uh I think will give you something back by it by being part of it. I think that I think it we will add to the Lou of the Year awards, so I think um it will benefit the Lou of the Year awards.

SPEAKER_00 12:19

Well definitely, because I think some of your members that may not know enough about it will come and attend if they've been sort of shortlisted on the awards, and then the awareness that's raised by being there for the day will make them think more about well, actually, do you know what we do want to be getting our customers involved and and doing the gradings and showing our customers that what we do is good?

SPEAKER_01 12:40

Yeah, absolutely. And it's all about washrooms, it's all around you know public facilities and private facilities, and this will just enhance that.

SPEAKER_00 12:48

So, with the IWSA, do you work with any charities as well? Because of obviously what what we do, there's a lot of need for washrooms to be available and accessible and inclusive for all. So, do you do work with charities as well?

SPEAKER_01 13:02

Yeah, we do. I mean, all the members independently work with a lot of charities uh up and down the country, um, regionally based, um, but also within our own uh IWSA. We align ourselves with the Toilet Twinning so and we are able to contribute to them. And just recently I presented a nice large check to them on behalf of the IWSA.

SPEAKER_00 13:23

Oh, congratulations! Oh, that was good. So the other thing that I wanted to talk to you about is that um we're seeing now a lot more uh prostate problems for gentlemen, um, we're seeing a lot more people that are having reactions uh within sort of soaps because of the the almond content or cleaning substances that have been used, maybe reacting with people. So I wondered with do the IWSA talk to the bigger people like Bix and people like that about how we can label things and maybe make awareness more of uh what is happening out there with people that have hidden disabilities as well as physical disabilities?

SPEAKER_01 14:06

Yeah, absolutely. As part of the education programme for our meetings, that's what we're trying to do. So we joined the British Cleaning Council as one of their associations, and uh and that's brought its own benefits as well. That opens up more avenues of education and uh also gives us a platform to be able to campaign. So lots of facilities, particularly in gentlemen's washrooms and toilets now, are being provided by our members, recognising that it's not just the female um part of human life that needs uh facilities, and that there the men also need similar facilities now. So it's all about education and it's all about how we can influence what's going on in the wider world.

SPEAKER_00 14:47

It's really quite exciting, isn't it?

SPEAKER_01 14:49

That you know it's amazing. I I mean um in my career, I've probably been in more ladies' washrooms than perhaps even you have been in. Probably and uh and it's amazing that people always say you always have a smile on your face, Paul, when we talk about washrooms.

SPEAKER_00 15:02

I do, it's just I think if you've got the passion, if you we always say if you know, you know, don't you?

SPEAKER_01 15:07

Yes, absolutely.

SPEAKER_00 15:08

And Charles laughs about um obviously Charles and my husband, as you know, Paul, and chairman of Louis The Year Awards, but he always laughs with people about um the photos on his phones because obviously we take photos, not with people in the washrooms, but we also take photos of the washrooms and and uh particularly when we're grading, if there's problems or issues, we keep photos to show the client, you know, what needs to be improved. Uh, but he does laugh that if somebody picked up his phone, they'd wonder what was going on because there's toilets of all shapes and sizes.

SPEAKER_01 15:37

Yeah, I mean, my phone used to have pictures of underneath the sinks and the back of mirrors, and uh yeah, the first person I go into a toilet, the first thing I do is sit on the toilet and shut the door to see what the people are seeing.

SPEAKER_00 15:49

Absolutely.

SPEAKER_01 15:49

Too many people go in, push the door open, but don't look behind the door. No, no.

SPEAKER_00 15:54

And this is what we talk about at Louis the Year Awards is we grade it as a customer. So exactly doing what you're saying, you know, and um it is surprising what you find behind a door.

SPEAKER_01 16:03

It is amazing, yeah.

SPEAKER_00 16:05

But it's all about with the washrooms, it's about safety as well, isn't it? You know, making sure that people have their dignity, they feel safe, but it's also uh healthy, there's as least cross-contamination as possible. And I just wanted to ask you this question because we've noted in our um categories when we're doing our grading, we're very particular about tissue being in dispensers. And uh just recently we've been out to some events and we find quite often that the toilet roll are on a on a proper open um pole rather than being in dispensers, and that worries me, um not just from cross-contamination but um hiding of sharps and things like that. What's what's your opinion? Do we do we need to educate people more about putting them into um dispensers?

SPEAKER_01 16:55

Uh I think I think possibly. I think I I don't see that as a major problem. I I've I certainly haven't seen that. But ideally, yeah, dispensers are are the answer. And um, again, talking to somebody like the Ider of Saiyan is members, they will help you spec out uh a washroom in terms of what dispensers you need and for and and for what purpose.

SPEAKER_00 17:17

And obviously about heights and things, about what's what's suitable for people. Yeah, absolutely. Again, going back to accessible needs, you know, if it's an arthritic person, they can't necessarily put their hands up high because get the hand towels. So the IWC, the IWSA members, if people approach them, would be able to help them do all that, wouldn't they?

SPEAKER_01 17:37

Yeah, absolutely. And and we get a selection of dispensers and uh the uh different types that they want, but talk talk to us, talk to our members, and we'll uh we'll help you spec that washroom out. So it is fully inclusive and he's suitable for the requirements.

SPEAKER_00 17:51

So, how long have you been chairman of the IWSA pool?

SPEAKER_01 17:54

Oh, I'm now heading towards two years.

SPEAKER_00 17:56

Right. And obviously got lots of plans for the future to keep improving it.

SPEAKER_01 18:00

Oh, absolutely. There's so many other things that we can do as an association, and uh as long as we're adding some value to the members, then that's good because that then offers uh advantages to their clients and to their people.

SPEAKER_00 18:12

Brilliant. So is there anything else that you'd like to tell us about the IWSA or would like to question us on Louis the Year awards before we finish this?

SPEAKER_01 18:21

I think I mean the IWSA I just uh you know it was uh a bit of an unknown organization. And um, since I've got involved and realised how good how good the services are that they offer, the m the members are so they're just so energetic, so enthusiastic. Well, they would be they're all entrepreneurs in their own rights. Uh they've all got good companies, provide a great service. And uh, and in terms of a of a national account, what a lot of people don't realise is that through the IWSA, we can offer services nationally just by using several of our members. Of course. So you get the advantages of the larger larger companies, but you get the independence and the the fantastic service of a smaller uh organization that really care.

SPEAKER_00 19:07

Yes.

SPEAKER_01 19:08

Um as regards the Lou of the Year, I'm just so excited about it. It's uh you know, since we met, I think um, I think we both realize that uh there's an opportunity there. And and when we talk to people like Ray Martin and that uh the BTA British Toilet Association, you know, getting together or all getting together, I think is such an advantage for everybody. And uh and the and I think um the industry will benefit.

SPEAKER_00 19:33

Oh let's hope so. Let's hope so. I think aren't we going to do a panel at the next cleaning show? We are me, you and and Raymond.

SPEAKER_01 19:40

We are so um watch that space. Yeah, that's I think next next year, early next year.

SPEAKER_00 19:45

Yeah, so that'll be quite exciting as well, so that people can see us all working very closely together. Because as you've as you say, you know, if we can all work together, the impact is greater, isn't it?

SPEAKER_01 19:56

Absolutely, and that and the cleaning panel will be a great opportunity for people to question us.

SPEAKER_00 20:01

Oh will we will we be able to answer those questions though, Paul?

SPEAKER_01 20:04

I'm pretty sure between us we will.

SPEAKER_00 20:06

So Louis of the Year Awards are celebrating 40 years 2027. So you're coming on board the uh awards just before. So hopefully, if this is a great success in that in then, will you be joining us to celebrate 40 years?

SPEAKER_01 20:21

Of course, I like a celebration.

SPEAKER_00 20:23

Way that sounds good. Well, thank you ever so much for your time today, Paul. And I hope that lots of listeners have understood uh what the IWSA does, and maybe they'll approach their local independents to help them spec their room, their washrooms, which would be really exciting. And you know, come back again in the future and tell us a little bit more about what the IWSA are doing.

SPEAKER_01 20:44

Yes, I mean we look forward to welcoming more members with the space for more members and uh certainly more clients for our members.

SPEAKER_00 20:51

So, where can they find information to become a member?

SPEAKER_01 20:54

They can just go on the web, uh look up at the the IWSA and um and we'll be in touch.

SPEAKER_00 20:58

So, what's is the address www.iwsa or is it in?

SPEAKER_01 21:02

Yes, it's www.sa.org.uk.

SPEAKER_00 21:06

Brilliant. And when I do the um description of the podcast, I'll also make sure that that's there for anybody to to see. Fabulous. So thank you very much.

SPEAKER_01 21:14

Pleasure.

SPEAKER_00 21:15

So thank you, Paul, for coming and talking to us about the IWSA. And uh we hope that you've enjoyed understanding what they do and hope that somebody will uh learn that they can use their independent washroom uh services person to help spec their washrooms to make them inclusive for all. And as Paul said, that you can find more information on www.iwsa.org. Thank you for listening, and hopefully, we'll have Paul again in the future to tell us more about what the IWSA are doing. Thank you.