Updated February 2025

Contents

Overview

Objective 1 – Prevention of crime and disorder

• Food
• Responsible drinks retailing
• Price structure
• Highly trained staff
• Management structure
• Preventing drunkenness and disorderly behaviour
• Zero tolerance to drug use
• CCTV and body cameras
• Door supervisors
• Toughened glassware and polycarbonates
• National Pubwatch, local pubwatch schemes and Best Bar None
• Drinkaware
• Zero tolerance on harassment, sexual harassment and racial harassment

Objective 2 – Maintaining public safety

• High-quality design
• Fully accessible facilities
• Electrical and gas safety
• Health and safety
• Ask for Angela
• Vulnerable individuals
• Fire safety
• Public-access defibrillators

Objective 3 – Prevention of public nuisance

• Dispersal policy
• Liaison with neighbours
• Music and dancing
• Standards-monitoring visits (CQSMA)
• Pavement cafés and outside areas
• Preventing odour escapes
• Refuse collections and deliveries

Objective 4 – Protection of children from harm

• Family-friendly environment
• Age verification
• Gambling
• Compliance with age verification policies
• Child sexual exploitation

Objective 5 – Protecting and improving public health (Scotland only)

Overview

J D Wetherspoon (‘Wetherspoon’) began trading in 1979. Over time, the company has developed a range of practices and procedures to provide a safe and welcoming environment in which customers can enjoy the facilities on offer. The practices and procedures in place – the result of consideration by directors, managers and professional advisers – are subject to regular review.

The overall aim is to provide a distinctive pub which attracts a broad range of customers. We aim to retain the atmosphere of the traditional pub and couple it with features found in modern cafés, restaurants and bars. This is achieved through a combination of design, management, the provision of an all-day menu and the overall range of products.

Wetherspoon has developed a code of conduct for responsible retailing (the ‘Code’) which sets out the procedures to promote the four licensing objectives in England and Wales…

1. Prevention of crime and disorder
2. Public safety
3. Prevention of public nuisance
4. Protection of children from harm

..and the five licensing objectives in Scotland…

1. Preventing crime and disorder
2. Securing public safety
3. Preventing public nuisance
4. Protecting and improving public health
5. Protecting children from harm

The Code was first introduced in April 2004, before the introduction (in 2005) of the Licensing Act 2003. It is periodically reviewed as a result of our experience in dealing with local authorities, police forces and local residents – to ensure that it continues to reflect best practice.

The Code applies to England, Wales and Scotland and is divided into sections, one for each licensing objective, with specific practices and procedures identified for the relevant objective. However, there exists considerable overlap between practices and the objectives, so some procedures address more than one of the objectives simultaneously, eg staff training procedures address all licensing objectives, while the CCTV policy is relevant to the ‘crime prevention’ and ‘prevention of public nuisance’ objectives.

Wetherspoon works with statutory authorities and local residents to ensure that the licensing objectives are being promoted and recognises that overall success of the licensing régime depends on the continuation of partnerships among the licensed trade, responsible authorities and local communities.

Objective 1 – Prevention of crime and disorder

Food
The provision of good-quality food, at reasonable prices, is a core part of the business. A breakfast menu is available from opening until noon, with the all-day menu from 11.30am until 11pm (where permitted), seven days a week.

Food and soft drinks account for almost half of total pub sales – and, taking account of bar purchases made in association with table meals, diners account for approximately 60% of total sales.

Most pubs open at 8am, or sometimes earlier, to cater for customers who want to visit for breakfast. Wetherspoon pioneered the availability of breakfast in pubs and now sells over 700,000 breakfast items per week, while also dispensing over 1m hot drinks every week, including Lavazza coffee, tea and hot chocolate.

Most main meals sold ‘include a drink’, where the customer is offered a drink as part of the sale price and can choose any drink in a wide selected range. Those choosing a non-alcoholic drink are charged a lower price.

The company uses high-quality ingredients – and, where possible, British products are used and British farmers supported and promoted. For example, all chips are from 100% British potatoes; the beef burgers use 100% British and Irish beef; the sausages use 100% British and Irish pork; all beef steaks come from Britain and Ireland. Wetherspoon uses only free-range eggs with the British Lion quality mark in the UK.

The award-winning children’s menu is available in all pubs. Children’s meals have no added sugar, artificial colours or flavours. All meals are served with fresh fruit or a dried fruit snack, as well as milk, orange juice drink or water as the menu’s drinks options. Nutritional information about the meals offered on the children’s menu is available on the menu, app and website – to aid informed decisions about the food being chosen.

In line with the Calorie Labelling (Out of Home Sector) (England) Regulations 2021, all menus detail Calories for all food items and some drinks.

Full allergen, nutritional and Calorie information can be found on customer information screens in pubs, the website and the Wetherspoon app. Customers can ask at the bar, where they will be directed to this information.

Responsible drinks retailing

We accept that we are in the business of selling alcohol, yet try to operate pubs in a way which helps the creation of a safe and welcoming atmosphere and encourages good behaviour and the consumption of alcohol in a responsible manner. The company works closely with statutory authorities to ensure that local initiatives promoting responsible retailing are supported.

The provision of food for the majority of trading hours is a vital component of the approach to responsible drinks retailing. The consumption of food, both before and during the consumption of alcohol, is widely recognised to slow down its absorption into the blood stream. Adults are encouraged to drink in moderation and to enjoy alcoholic beverages in a sensible manner by monitoring the drinks they order, eg the stock-piling of drinks is prohibited.

The company does not engage in irresponsible drinks promotions, eg the following are prohibited:

• all-inclusive promotions, where customers can drink unlimited amounts for a set fee, eg ‘bottomless brunch’
• free alcoholic drinks, eg buy-one-get-one-free promotions
• timed promotions, eg happy hours

Instead, most of the company’s drinks promotions form part of food promotions.
A range of soft drinks, fruit juices, tea and coffee is available. Where drinks from part of an ‘include a drink’ meal promotion, a range is offered, including different alcoholic strengths, soft drinks, tea and coffee.

The mandatory condition requiring the provision of small measures is fully complied with.

Low-alcohol and non-alcoholic beverages are prominently advertised on table talker drinks menus and the app.

The company sells more cask-conditioned beers than any other pub company. There are 251 Wetherspoon pubs listed in CAMRA’s publication The Good Beer Guide 2025 – a larger proportion, we believe, than any other substantial pub company. Throughout the year, the company runs national and regional beer festivals, showcasing local microbrewers, as well as larger provincial brewers.

Since 1999, Wetherspoon has worked with independent real-ale quality assessor Cask Marque to gauge the quality of ale being served in its pubs. Cask Marque carries out an 11-point audit, with a star rating awarded from one to five. Cask Marque states that 66% of all UK pubs achieve four or five stars. Of the Wetherspoon pubs assessed, 98% have achieved four or five stars, with 92.5% enjoying the five-star rating. Real ale typically attracts a broader, often older, cross-section of customers. This broad customer base creates an atmosphere in the pubs which, in the opinion of the company, leads to better-behaved customers.

Wetherspoon is the only pub company in the UK to produce a comprehensive customer magazine, issued at least three times a year (called Wetherspoon News). The print-run per issue is 350,000 copies, with the estimated readership being in excess of 2m people per issue. Wetherspoon News is provided free of charge in all pubs, hotels and at the company’s head office, while also being available via the Wetherspoon app and website.

The magazine allows the company to communicate responsible retailing messages to customers. In addition, the publication recognises and highlights employees, organisations and initiatives which have worked to highlight responsible retailing and sensible drinking in the pubs, along with organisations such as National Pubwatch and Drinkaware.

We recognise the importance of informing customers about the alcoholic strength of products and unit measurements. The unit alcohol content, per drink, is listed on the Wetherspoon app.

We adopt a socially responsible approach to marketing and ensure that low-alcohol and/or non-alcoholic beverages are advertised prominently on table talkers and other marketing materials, alongside alcoholic alternatives.

Price structure

Wetherspoon offers customers competitive pricing across the full range of food and drinks products – not just alcoholic drinks. This approach has always been an attractive part of the customer offer. In our view, customer behaviour is primarily influenced more by strong management, well-trained staff and a robust approach to responsible drinks retailing, rather than by the pricing of alcoholic drinks.

The company approach is to concentrate on the range and quality of products on offer, rather than to use price as the sole incentive.

All marketing and promotions are in accordance with the mandatory conditions of the Licensing Act 2003 in England and Wales and the Licensing (Scotland) Act 2005 in Scotland.

Highly trained staff

Initial and refresher training is mandatory for all employees, regardless of their role, age or hours of work, and is delivered through online interactive training, alongside on-the-job modules. It is widely recognised that the quality of staff training is a significant factor in controlling customers’ behaviour on licensed premises. All employees are trained on their obligations under licensing law, particularly the legal requirement not to serve customers who are, or appear to be, drunk and the restrictions on the sale and consumption of alcohol to, and by, persons aged under 18 years.

Management training is conducted on a modular basis, with a mixture of online training, classroom sessions and on-the-job training. There are continual assessments and reviews throughout the programme, including project completion and periods of shadow management.

An essential element to having well-trained and competent staff is the retention of employees. Turnover of pub managers is less than half the industry average. Moreover, the majority of all management employees started their Wetherspoon career as an hourly paid employee. In addition, typically, anyone appointed to run a pub for the first time is likely to have been employed by the company for at least five years.

The quality of training, recruitment and employment practices at Wetherspoon has been recognised for 20 years, including 2025, by the Top Employers Institute, which has accredited Wetherspoon as a Top Employer United Kingdom.

Management structure

The pub management structure is designed to encourage responsible customer behaviour. Each pub has, on average, eight managers, with most of these holding the personal licence qualification or working towards it. There is always at least one manager, usually at least two, on duty in every pub throughout trading hours – and, at peak times, there will be designated managers supervising the bar and ‘walking the floor’.

Pub managers are supported by an area manager who, in turn, reports to a regional or general manager. The operations director maintains regular contact with management at all levels. This management structure ensures, if any employees have any questions or requires further support, that they can ask for assistance immediately from their management team. Area managers have responsibility for an average of 12 pubs each; this is lower, on average, when compared with area managers in competitor pub companies.

Preventing drunkenness and disorderly behaviour

All employees receive induction and refresher training on the ‘prevention of drunkenness and disorderly behaviour’ policy, also referred to as ‘don’t do drunk’. The policy sets out the requirement that alcohol not be served to anyone who is, or appears to be, drunk or to anyone who is trying to purchase alcohol on their behalf. Employees are trained to assess the state of sobriety of any customer purchasing, or consuming, alcoholic drinks on the premises. As part of the training, employees are advised, if they feel uncomfortable dealing with a situation, that they must notify the duty manager and ask for assistance. The management teams support the decision of any employees to not serve a customer who appears to be drunk or disorderly.

The effectiveness of this training is monitored by reviewing the use of the ‘refusal’ button on the EPoS till system (pressed whenever a customer is refused service of alcohol) and by assessing feedback provided by enforcement authorities, customers and company representatives. Adherence to the ‘don’t do drunk’ policy is monitored through visits to pubs at any time during trading hours, by area managers, head-office managers and independent (‘mystery’) visitors.

Employees are trained to notify the duty manager if any customer becomes insulting, threatening or aggressive. If disorderly behaviour does occur, the pub management team will take action to diffuse the situation. If the individual refuses to leave the premises, the police, if necessary, will be called to assist in that person’s ejection. Customers may also be barred to prevent further incidents occurring, in line with the company’s barring policy. A barring is recorded in the barring log/folder and stored securely in the locked office.

Details of disorderly/barred customers are circulated to other licensed venues via the pubwatch scheme or similar local partnership schemes. The company supports initiatives which seek to ensure that a consistent approach is taken by licensed premises in a town, or city, to refuse entry to anyone who has been included on a pubwatch, or similar, ‘banned list’.

Zero tolerance to drug use

Wetherspoon does not tolerate drug use in pubs and will take the necessary measures to ensure that this policy is promoted. In particular, we co-operate with the police to ensure, if a risk has been identified, that appropriate action is taken. If illegal substances are found, they are confiscated, securely stored and handed to the police, in accordance with the police protocol.

If a search policy is in place, customers are advised that this is a voluntary procedure and that they have the right to decline this condition of entry. If a customer does decline and our door staff or employees remain concerned that the person is in possession of illegal substances, that individual will be refused entry.

Employees are expected to be vigilant to prevent drug use from occurring, with training provided on how to deal with such issues, should they arise. Additional site-specific training, offered and arranged by the local police, will always be accommodated.

Toilet checks are completed by employees at least once per hour during trading hours and at more frequent intervals during peak trading times. These checks access and rectify any cleanliness issues and also help to ensure that no illegal activities take place in these areas.

CCTV and body cameras

CCTV, provided throughout all pubs, hotels and external areas, has proven to be an effective deterrent for antisocial behaviour.

Pub management is trained in the use of the CCTV system, so that, following an incident, a staff member is available to replay footage, download material and make it available, if requested, to the statutory authorities.

All CCTV footage, compliant with the Data Protection Act 2018/GDPR, is retained for a period of at least 90 days.

Pub management and other supervisory staff (including door staff) wear body cameras (‘body cams’) and carry radios while working in customer areas. A body cam is manually switched on by the staff member wearing it. The cams, connected to the pub’s main CCTV system, record both audio and visual images.

Door supervisors

Most Wetherspoon pubs operate without the need for door supervisors. Their provision is risk assessed and, in addition, the company will follow any reasonable recommendations of the police to engage door supervisors, where deemed necessary.

Where door staff are engaged, they work in accordance with company’s policies and procedures, under the control of a head door supervisor. Their primary function is to ensure that the exit and entry points, together with any outside areas, remain under supervision, while also monitoring the interior of the premises to maintain a safe and relaxing environment for customers and employees alike.

Door staff are expected to:

• meet the same standards of service and behaviour as employees.
• give customers, and the company, confidence in their ability to create a safe environment.
• behave in an appropriate manner in any situation where customers are rude, aggressive and/or violent.
• know how, when deemed necessary, to use proportionate force in controlling a situation.

Door staff, at all times, must be registered and in possession of a valid SIA badge.

Toughened glassware and polycarbonates

Wetherspoon is committed to working with the police and other authorities to improve industry standards for customers’ safety in licensed premises and, in particular, to reduce the risk of glass-related injuries.

We aim to eradicate glass-related incidents through a combination of front-of-house management, staff training, effective door and customer management policies, regular glass collection, well-maintained premises and the use of toughened glassware. Wherever possible, glassware used is toughened. This glass, if broken, tends to break into very small pieces, thereby reducing the possibility of being used as a weapon. Employees are trained to ensure that customers do not take glassware or bottles with them when leaving and that empty drinking vessels are cleared promptly to reduce the risk of breakages and theft.

The use of polycarbonates is considered on a premises-by-premises basis. If problems are identified with a particular pub, or location, the use of polycarbonates may be one possible approach to address these. Similarly, there may be specific occasions when a temporary use of polycarbonates is appropriate, eg on match days in premises situated close to major sporting grounds. The use of polycarbonates is a delicate balancing exercise of three things:

• our desire to work with the authorities to reduce the risk of glass-related injury
• the need to promote customer and staff safety
• accommodating and respecting the service expectations of all customers

National Pubwatch, local pubwatch schemes and Best Bar None

Wetherspoon is a member of the National Pubwatch organisation, with a senior company representative sitting on the National Pubwatch committee – the only national pub company to do so. The company also supports National Pubwatch financially via an annual contribution and one-off funding for projects such as the annual awards ceremony to celebrate the success and contribution of local pubwatch schemes in their communities.

National Pubwatch is an entirely voluntary organisation which supports local pubwatch schemes and encourages the creation of new schemes. The organisation aims to achieve safe, secure and responsible social drinking environments in all licensed premises throughout the UK and to help in reducing alcohol-related crime.

Pub managers are expected to take an active role in their local pubwatch scheme; where one is not already in existence, Wetherspoon will support the establishment of one. Support can include providing expertise on how to set up a local pubwatch scheme and/or pubwatch online, hosting pubwatch meetings and chairing those meetings.

The company supports initiatives introduced by local pubwatch schemes to reduce crime and disorder in town centres. For example, many pubs operate the ‘banned from one, banned from all’ initiative and subscribe to the Radio-Link scheme, providing radio contact with other licensed operators and with the town-centre CCTV operators.

The company provides national support for the Best Bar None (BBN) award scheme. This UK- wide scheme, backed by the Home Office, was piloted in 2003, in Manchester, and has since been adopted by over 100 other towns and cities. BBN aims to promote the responsible management and operation of alcohol-licensed premises, with the ultimate intention of offering and maintaining a safer, more welcoming and attractive drinking experience. The scheme encourages local operators to act responsibly and to take pride in their premises and surroundings and, in so doing, to put something back into the town and their local community. Several Wetherspoon pubs, across the UK, have won BBN awards.

In addition, the company supports other partnership-based initiatives to promote safe, vibrant and welcoming economies, such as business improvement districts (BIDs) and Purple Flag schemes.

Drinkaware

Wetherspoon was a founding supporter of the Drinkaware Trust (‘Drinkaware’). We support its strategic aim – namely to change the United Kingdom’s drinking culture to help to reduce alcohol misuse and alcohol-related harm and to communicate its sensible drinking messages across the pubs and online. The company pays the trust a significant annual subscription.

We promote the trust by including a reference to its website [drinkaware.co.uk] on alcohol-related point-of-sale and marketing materials. A link to its website, recognised as the leading public source of information on sensible drinking behaviour, is provided on the Wetherspoon website.

Zero tolerance on harassment, sexual harassment and racial harassment

Wetherspoon operates a zero-tolerance approach to any form of harassment in the workplace, including that from customers. Antisexual harassment awareness training is mandatory for all directors, senior management, head-office staff, area managers and pub employees.

The following measures are implemented:

• A ‘zero tolerance on abuse’ poster is displayed in all pubs and hotel receptions.
• ‘Ask for Angela’ posters are displayed in all pubs and hotels, part of a voluntary nationwide scheme. Individuals who require assistance, or find themselves in a vulnerable situation, can seek assistance from any employee.
• There is a barring policy and barring log in all pubs and hotels.
• An antiharassment and antisexual harassment risk assessment is completed in all pubs, at least once a year and following any reported incident.
• Vulnerability training and training in relation to child sexual exploitation are completed by all pub staff.

Objective 2 – Maintaining public safety

High-quality design

Wetherspoon works with planning officers, listed building specialists and, where appropriate, English Heritage and Scottish Heritage, so that each new pub is designed and built to a high specification and provides comfortable and accessible customer areas suitable for all.

Customer areas are designed aesthetically, with surfaces and materials chosen carefully to ensure safety. Most pubs are spacious, allowing for ample seating space which, in turn, prevents overcrowding and creates a safer and more welcoming atmosphere. All floor coverings are assessed for suitability and are slip-resistant to minimise slips and trips.

Fully accessible facilities

All pubs, within the constraints of each building, are designed to be as accessible as possible. Every pub and hotel has been risk assessed in accordance with the Equality Act 2010, with measures implemented as necessary. Emphasis is placed on designing premises which will provide easy access to all facilities.

All new buildings meet the requirements of part M of the Building Regulations 2016.

Electrical and gas safety

All electrical systems are installed in accordance with part P of the Building Regulations and are under the supervision of an electrical services consultant. The company follows good electrical practice guidance and ensures that all equipment is maintained in a safe condition, in accordance with the Electricity at Work Regulations 1989.

All gas appliances are installed by Gas Safe-registered engineers and maintained, thereafter, within a planned maintenance scheme.

Electrical and gas safety procedures form part of the company’s overall health and safety management system.

Health and safety

All staff are trained in health and safety to a level commensurate with their job’s responsibilities.

A ‘safety policy statement’ is displayed on each pub’s staff notice board – and detailed procedures, in respect of safe working practices, are contained in the company’s standard operating procedures (SOPs), available to all employees.

Regular pub audits (often unannounced) are completed by senior managers and the audit department.

An accident and incident reporting and monitoring system is in place, with all accidents and incidents reported. Records of the type and location of accidents are collated. Accidents are investigated, where necessary, with RIDDOR reporting undertaken.

The company has a wide range of SOPs, acting as an employee how-to guide – to ensure that policies and procedures are easily understood and implemented. Many written SOPs are supported by video SOPs which demonstrate the practical task. These can be searched for and viewed on the employee app and/or accessed directly by scanning a QR code adjacent to the relevant equipment.

The company works closely with its primary authority partner (PAP), Milton Keynes City Council, across all relevant areas – to ensure that best practice is implemented and maintained.

Wetherspoon is the highest-scoring pub company in the Food Standards Agency-maintainedfood hygiene Scores on the Doors scheme. At the end of the financial year (July 2024), 99.6% of all pubs had the maximum five-star rating, with the average rating across all pubs in England, Wales and Northern Ireland being 4.99. In Scotland (which operates a ‘pass/fail’ system), all 56 pubs have achieved the ‘pass’ rating.

Ask for Angela

Ask for Angela is the national scheme which helps anyone who is feeling unsafe or vulnerable on a night out to get the support they need. The scheme is advertised in all pubs and hotels, with staff trained to look after the individual(s) and assist, where possible. This may include calling a taxi, contacting friends/family, offering a safe place away from other individuals and/or calling the police. As a company, incidents of this nature are monitored through the accident and incident reporting system.

Vulnerable individuals

Wetherspoon is committed to ensuring the safety and well-being of customers, particularly those who may be vulnerable, whether through intoxication or other factors, eg illness, disability, distress or any condition which affects their ability to make safe decisions. All staff receive mandatory vulnerability training, refreshed throughout the year, to ensure that relevant support and assistance are provided to those who need it.

If individuals appear in a vulnerable state through intoxication, staff will take appropriate steps to protect them from harm. This may include refusing further service of alcohol, providing a safe space where they can sit and recover, offering water or non-alcoholic beverages and/or assisting them to secure safe transportation, eg calling a taxi or family member/friend. If necessary, staff may involve the emergency services to ensure individuals’ safety.

Fire safety

All Wetherspoon premises in England and Wales comply with the terms of the Regulatory Reform (Fire Safety) Order 2005 and the Fire (Scotland) Act 2005 in Scotland. The company engages independent consultants to conduct regular fire risk assessments, focusing on the safety of all relevant persons in situations of fire. We identify and define the nature and extent of both the fire precautions which must be implemented to protect against fire and the inherent risks which remain, taking steps to remove or reduce those risks, where appropriate.

All employees are trained in basic fire safety, with regular refresher training undertaken. Daily, weekly and monthly logs of fire safety checks are kept, with all fire protection/precaution systems regularly maintained.

Public-access defibrillators

These have been installed in 20 pubs and at the Wethercentre (head office in Watford) for use by the wider community. Most of them are sited on an external wall, although some are currently inside a building.

Objective 3 – Prevention of public nuisance

Dispersal policy

A poorly managed pub can be a potential source of nuisance, antisocial behaviour and crime, which may create concern for the immediate neighbourhood, its residents and the authorities. It is important to Wetherspoon that our premises should not have a negative impact. We accept that our responsibilities do not end at the front door – and, by operating a well-managed pub throughout the time that we trade, we can help to deliver a quieter and safer environment in the immediate vicinity.

A dispersal process is implemented to manage customers leaving each premises. The process reduces any pressure on the authorities at the end of trading, eases customers’ passage home and minimises the likelihood of local residents being disturbed.

The main points of the dispersal process are as follows:

• In the very limited number of pubs where music is provided, music levels are reduced towards the end of the evening to assist in the quiet and orderly dispersal of customers. Our experience is, because customers have not been using raised voices against the background of loud music immediately before leaving the premises, that they tend to leave more quietly.
• Wherever possible, lighting levels brighten at the end of trading hours to encourage the gradual dispersal of patrons during the last part of trading and the drinking-up period.
• On dispersal, staff encourage customers not to congregate outside the pub, direct customers to the nearest taxi ranks or other transportation away from the area and ensure the removal of all bottles and glasses from departing customers.
• Managers will speak to any groups which congregate in the vicinity of the premises after closing time, asking them to move on.
• A minimum of 30 minutes’ drinking-up time is incorporated in the premises licence as an aid to the gradual dispersal of all customers in the premises at the end of the evening.
• There is a strong management and staff presence in the customer area and at all exit points during the dispersal period.
• Signage can be placed at exit doors asking customers to respect neighbours and the quiet enjoyment of their homes.
• Where appropriate, customers can be provided with site-specific information on how to get home safely. Where customers require individual assistance in obtaining safe transport from our premises, reasonably help is provided, eg offering details of bus routes or contacting taxi and private hire operators on the customers’ behalf.

Liaison with neighbours

Any complaint made in relation to the day-to-day running of any pub will be investigated, with any necessary actions implemented. Many premises have residents living above them or adjacent. Building relationships with neighbours, including residents and local businesses, is important. Pub managers are expected to resolve any complaints from the local community quickly and effectively. If they cannot be resolved, the complaints are referred for resolution to the area or general manager.

Where there is a need, or a desire, a meeting with local residents will be convened. These meetings provide a useful forum for residents to raise any concerns which they may have about the pub and/or hotel operation, while also providing our local management teams with an opportunity to become a better neighbour. In areas where residents are in close proximity to the pub, a designated mobile phone may be provided for residents, in the event of any issues, to contact the pub directly.

Music and dancing

The vast majority of Wetherspoon pubs do not have permission to provide regulated entertainment; most operate without music of any kind, including background music. Where music is provided, in Lloyds No.1 bars, this is via high-quality sound systems, controlled by central computers or selected DJs, to maintain control over the style and volume of music played.

Where it is deemed necessary, sound limiters will be installed. The sound systems allow for music to be zoned across a premises. This means that the level of music can be varied in accordance with each area’s use, ensuring that particularly sensitive parts of the premises can be kept more quiet. Music levels are reduced towards the end of the evening to assist in the quiet and orderly dispersal of customers.

Designated dance floors are usually provided, where dancing is allowed. To ensure the safety of customers and employees, it is company policy that drinks not be permitted in these areas.

All premises are developed to ensure good sound attenuation.

Standards-monitoring visits (CQSMA)

Wetherspoon has high operational standards which are monitored using a system of visits to assess ‘cleanliness, quality, service, maintenance and atmosphere’ (CQSMA).

All senior head-office and operational employees, including directors, are required to undertake 15–60 ‘mystery visits’ to Wetherspoon’s pubs and hotels every month, to assess the premises across several criteria, varying from toilets’ cleanliness to the staff’s friendliness.

In addition, on at least two occasions every month, every single premises is visited and assessed by an independent external company.

In combination, every pub and hotel will receive at least five CQSMA visits monthly, yet many will receive more than this. Any pub which is assessed as being below standard, in any way, is highlighted and revisited. Monthly bonuses based on the CQSMA results achieved are paid to all employees in the pubs and hotels.

CQSMA-monitoring visits assist in maintaining high standards, yet also allow those pubs experiencing operational difficulties to be identified, so that improvements can be made.

The CQSMA scheme is the cornerstone of the company, with employees at all levels trained and incentivised to deliver the highest standards.
In addition, senior head-office and operational managers also work in pubs at least twice a year.

Pavement cafés and outside areas

Whatever the size or location of a pub’s pavement café-style area, garden or outside area, these are designed to create places which are sympathetic to both the premises and the surrounding environment, along with, more important, having a minimal impact on the general public.

While each area is developed for the environment which it occupies, all outside areas are operated in accordance with the following principles:

• provision of sufficient furniture to discourage vertical drinking
• allocation of staff to ensure that areas are kept clean
• regular removal of empty glassware and bottles
• a clear pedestrian route always maintained for those walking past the premises (pavement cafés)

Those outside areas used specifically by smokers and vapers are closely managed to prevent any noise and/or litter nuisance. Areas are equipped with adequate cigarette-disposal bins which are checked regularly, with any smoking/vaping materials discarded on the ground removed. Outside areas are managed to ensure that customers’ behaviour does not adversely affect neighbours or the general public. Outside areas are the pub’s equivalent of a shop window – it is, therefore, commercially important that they create a good impression of the pub and the company.

Where possible, outside areas are designed so that they can be accessed from inside the pub only, with multiple entry and exit points avoided.

Customers cannot be legally prevented from smoking/vaping on the pavement in front of the pub; however, where alternative areas for smoking/vaping are available, customers are encouraged to use these, either by personal request from a staff member or via signage.

Preventing odour escapes

All premises have independently connected mechanical ventilation systems incorporating fans and ducting which, where applicable, terminate above the level of the eves.

All extracted kitchen ventilation passes through grease-eliminating baffles at a rate which reduces the risk of odour nuisance occurring. Kitchen extracts are usually located away from neighbouring properties. Where it is deemed necessary, and subject to site survey, odour-control equipment is installed.

As part of planned property maintenance work (PPM), ventilation systems are checked and cleaned regularly by third-party contractors to prevent issues from occurring. These visits provide an opportunity to ensure that all parts are in good working order, with any replacements ordered and fitted as necessary. Each pub/hotel will have regular PPM assigned, monitored by the property department.

Refuse collections and deliveries

Provision for refuse is made according to each premises. Sometimes, external storage facilities are unavailable, so an internal store is created. Refuse collection is conducted at frequent intervals by either the local authority contract services or (more commonly) a private refuse-collection company.

The late-night disposal of glass and/or refuse into external bins can cause noise disturbance. Therefore, where there are residential properties nearby, the times at which these can take place are limited to ensure that no disturbance is caused.

Wetherspoon has its own dedicated distribution network. This minimises the number of deliveries to each pub and also gives the company total control over the time at which deliveries take place, to minimise noise and traffic.

Delivery and waste contractors are advised of any planning and/or licensing restrictions where compliance is required. Any issues are raised directly with those contractors, via the pub or head office, to ensure compliance.

Objective 4 – Protection of children from harm

Family-friendly environment

The limited amount of entertainment provided in most pubs, together with the range of products available and an emphasis on drinks such as traditional ales, means that a broad range of age groups is attracted to Wetherspoon’s pubs. Families are encouraged to dine with us – which, together with our award-winning children’s menu, further increases the age and range of our customers.

The majority of our premises welcome unaccompanied young persons aged 16 and 17 years, who may order and consume food and non-alcoholic drinks up to a certain time. They are not permitted to consume alcohol (including low-alcohol or non-alcoholic alternatives).

Children aged under 16 years are permitted only if accompanied by a responsible adult.

Age verification policy

As a minimum, a Challenge 21 age-verification policy is implemented in all premises. Certain premises operate a Challenge 25 age-verification policy, either as a premises licence condition (eg in Scotland) or at the request of the authorities. Under this policy, employees are trained to ask any customers who appear to be under the age of 21 years (or 25 years, as appropriate) to provide valid proof of age that they are 18 years or older. This policy is applied to the sale of alcohol and the use of gaming machines.

Employees are trained to be vigilant to ensure that customers buying drinks at the bar, and via the Wetherspoon app, are not purchasing them for an underage individual. Customers ordering an alcoholic drink via the app are required to confirm that they are over 18 years old and are advised that a refund will not be provided if they fail to provide valid ID on request when drinks are delivered. This safeguard acts as a deterrent to prevent underage drinking.

All new employees receive induction training on the relevant age-verification policy at their pub and then receive regular refresher training. All training completion records are monitored at head office, by the pub management team and the audit department, ensuring that training is being completed satisfactorily.

If any shortcomings are identified, employees are required to undergo further training, until the policy is understood satisfactorily and applied correctly.

The age-verification policies are promoted by using signage at entrances and also on back-of-house posters. Every customer refused the sale of alcohol, refused the use of a gaming machine, asked for ID or asked to leave the premises is logged via the EPoS till system. A separate log is maintained by door staff.

Wetherspoon has adopted the Home Office guidance/industry standards and recognises only the following forms of identification as valid forms of age verification:

• valid passport (any nationality)
• valid photographic driving licence
• any ‘PASS’-accredited age identification card
• UK military ID
• valid photographic European ID
• Ireland Age Card (Republic of Ireland only)
• NI Electoral Identity Card (Northern Ireland only)

Gambling

Wetherspoon upholds the principles of the Gambling Act 2005. Employees are trained to adopt the Challenge 21 (or Challenge 25, as appropriate) age-verification policy towards the use of licensed premises’ gaming machines and to take proactive measures throughout trading hours to prevent children and young people from accessing these machines.

Compliance with age-verification policies

Compliance with the age-verification policies is monitored using a third-party company which sends customers (aged over 18 years) to visit the pubs/hotels unannounced to attempt to purchase alcohol and/or play on the gaming machines. Monthly, we select pubs at random to be visited. On average, 600 visits per year are completed. After the visits, the individuals report back to the third-party provider to confirm whether their ID was checked. A report is circulated to the company to raise awareness of failed/passed visits for further action to be taken to prevent future failures.

In the event of a failure, a full investigation is undertaken by the pub manager and area manager, CCTV is reviewed and retraining is issued. Further tests, the following month, are subsequently undertaken. If the pub fails a visit in the following month, the matter is escalated for detailed investigation and to consider any further required measures.

Child sexual exploitation

The company has a detailed policy on preventing child sexual exploitation, including references to relevant SOPs and training materials.

Employees are trained to:

• be aware of young people who appear anxious, frightened, angry or aggressive, show signs of neglect or display any behaviours which cause concern.
• escalate concerns, where appropriate, to a manager.
• record incidents and preserve evidence.
• support victims.

Refresher training is completed annually, as a minimum.

Objective 5 – Protecting and improving public health (Scotland only)

Objective 5 – protecting and improving public health is a specific licensing objective for pubs in Scotland. In England and Wales, it is covered within their four licensing objectives.

The company response to this objective is set out within the following:

Objective 1 – Prevention of crime and disorder

• Food
• Responsible drinks retailing
• Preventing drunkenness and disorderly behaviour
• Zero tolerance to drug use
• Toughened glassware and polycarbonates
• Drinkaware
• Zero tolerance on harassment, sexual harassment and racial harassment

Objective 2 – Maintaining public safety

• Fully accessible facilities
• Electrical and gas safety
• Health and safety
• Ask for Angela
• Vulnerable individuals
• Fire safety
• Public-access defibrillators

Objective 4 – Protection of children from harm

• Age verification
• Gambling
• Compliance with age verification policies
• Child sexual exploitation