Mystery shopper – Community Toilet Scheme

Mystery shopper – Community Toilet Scheme

London Borough of Waltham Forest’s Community Toilet Scheme allows members of the public to use the toilet facilities in a range of approved local businesses and Council buildings during their opening hours. This service is made available for free and without any expectation that users will purchase goods or services. Participating businesses undertake to keep their toilets safe, clean, hygienic, easily accessible, and well-stocked. In return, they receive an annual payment between £800 - £1000.

Participating businesses display prominent signs and admit members of the public to use their facilities. The mystery shoppers will assist the Council by attending specific establishments and reviewing the facilities.









Role Title

CTS mystery shopping volunteer

Volunteer Team

Neighbourhoods Directorate

Volunteer Supervisor

Environmental Initiatives Manager

Number of roles available


Location of role

Various across Waltham Forest

Purpose of a CTS mystery shopping volunteer

To inspect and report on Community Toilet Scheme (CTS) members’ commitment to providing public toilets that are clean, safe and accessible to all


Main Tasks

The types of tasks typically undertaken include:

  • Identifying CTS stickers that should be clearly visible on businesses’ windows showing what facilities are available
  • Asking a member of staff if you could use their toilet
  • Reviewing a CTS members’ toilets and facilities by filling an inspection checklist
  • Reporting back to the Volunteer Supervisor on findings of inspection
  • Assessing overall suitability of a CTS premises to continue being part of scheme



The benefits of becoming a CTS mystery shopper include:

  • Working in partnership with the Council to crack down on CTS establishments that do not meet the expectations of the public
  • Having your recommendations feed into the wider CTS promotional campaign
  • Satisfaction of knowing you’re providing a need to elderly and vulnerable people in ensuring that acceptable toilet provision and facilities are available


Volunteering hours and duration of role

  • It is hoped that volunteers will be able to provide a minimum of 10 hours per year
  • We ask that volunteers commit to the role for a minimum of 12 months



  • All volunteers will be supervised by the Environmental Initiatives Manager who will assign volunteers to CTS premises within their local area


  • Volunteers will need to notify the Environmental Initiatives Manager when they arrive and depart from all CTS premises via email or text


What we look for in volunteers

  • Good communication and interpersonal skills  
  • Confidence
  • Attention to detail
  • Ability to work under own initiative


What we will offer you

We will provide you with:

  • An inspection checklist


What we need from you

  • A commitment to ensuring that your local area has suitable toilet provision and facilities which will greatly assist the elderly and vulnerable people in your area


Other information

  • All volunteers will be required to give their availability two weeks prior to any allocations to visit CTS premises being scheduled
  • All volunteers are required to have a mobile phone for safety purposes in case of emergency


Contact Information

If you want to find out more, or to apply for the role, please contact:

Email: environmental.services@walthamforest.gov.uk