CSR Policy

Corporate & Social Responsibility Policy


Hotelcare seeks to be a good corporate citizen in everything that it does. We have therefore determined to bring together our existing operating principles into one framework policy under the heading of Corporate Social Responsibility (CSR).

The principles encompassed in this policy cover all areas of the Group’s operations and have been developed and continue to be reviewed

Hotelcare’s Managing Director supports the principles set out in those codes and standards and the aim of this policy is to translate that support into a set of guidelines and standards that set a common approach for Hotelcare and provide practical guidance for our managers and employees on the ground.

Compliance, monitoring and reporting

Compliance with this policy will be continuously monitored and subject to review by the Directors.  Each local manager is responsible for ensuring that the principles set out in this policy are communicated to, understood and observed by all employees and for ensuring compliance in their area of responsibility. Employees who reasonably suspect that there has been a breach of this policy must report it to their line manager, senior management. We recognize that employees may be reluctant to report concerns for fear of retaliation and will take disciplinary action against any employee who threatens or engages in retaliation, retribution or harassment of any person who has reported or is considering reporting a concern in good faith. Hotelcare will not criticize management for any loss of business resulting from adherence to the principles set out in this policy. All sections of this policy are underpinned by the Group’s Code of Business Ethics, which is set out in Section 1. The other areas covered by this policy are Health and Safety and Security (Section 2), Employment (Section 3), Customer and Community (Section 4) and Environment (Section 5).


This Code of Business Ethics sets out the standards we expect from our employees in their internal and external dealings with colleagues, customers and third parties.

Basic Standards of Conduct

  • We will conduct every aspect of our business with honesty, integrity and openness, respecting human rights and the interests of our employees, customers and third parties.
  • We will respect the legitimate interests of third parties with whom we have dealings in the course of our business.
  • We will maintain the highest standards of integrity – for example, we will not promise more than we can reasonably deliver or make commitments we cannot or do not intend to keep.


We are committed to:

  • Developing a workforce where there is mutual trust and respect, free from bullying and harassment, where every person feels responsible for the performance and reputation of our company.
  • Respecting the rights of individuals their customs and traditions and their right to freedom of association and the right to decide whether or not to join a trade union. We will negotiate in good faith with properly elected representatives of our employees.
  • Recruiting, employing and promoting employees on the basis of objective criteria and the qualifications and abilities needed for the job to be performed in line with our Equal Opportunities Policy.
  • Maintaining good communications with employees through our information and consultation procedures.
  • Providing our employees with suitable training and assisting them in realizing their potential
  • Ensuring the privacy and confidentiality of our employees’ personal information is respected.
  • Suitably rewarding for our employees for their contribution to the success of the business.
  • Providing mechanisms whereby employees can raise legitimate concerns confidentially regarding malpractice and ensuring no one will be victimized for a report made in good faith.
  • Seeking to protect our employees from third party abuse that might be injurious to their safety, health or well-being.

Business Integrity

  • We aim to develop strong relationships with our clients, suppliers and others with whom we have dealings, based on mutual trust, understanding and respect.
  • In those dealings, we expect those with whom we do business to adhere to business principles consistent with our own.
  • We will conduct our operations in accordance with the principles of fair competition and applicable regulations.
  • Hotelcare’s accounting and other records and supporting documents must accurately describe and reflect the nature of the underlying transactions.
  • We will comply with the laws and regulations applicable wherever we do business. We will obtain legal advice where felt necessary to comply with this commitment.
  • We will review and track our business risks including social and environmental risks.
  • Hotelcare will not facilitate, support, tolerate or condone any form of money laundering.

Personal Conduct

  • All employees are expected to behave in accordance with the principles set out in this Code of Business Ethics.
  • Employees are expected to protect and not misuse company assets such as buildings, vehicles, equipment, cash, etc.
  • Employees are expected to use e-mail, internet, IT and telephones in a manner appropriate for business purposes


  • No Hotelcare employee or individual or business working on our behalf must accept or give a bribe, facilitation payment or other improper payment for any reason.
  • This applies to transactions with government officials, any private company or person anywhere in the world. It also applies whether the payment is made or received directly or through a third party.

Gifts, Entertainment and Improper Payments

  • Accepting or giving any entertainment or gift that is designed to, or may be seen to influence business decisions, is not acceptable. No employee shall offer, give, seek or receive, either directly or indirectly, inducements or other improper advantages for business or financial gain.
  • Any gift or hospitality given or received by an employee of Hotelcare should be reported for inclusion to the Hotel Management and Hotelcare’s Management. In the UK this applies to any gift or hospitality with an estimated or actual value of £50 or more.

Conflicts of Interest

  • Whilst we respect the privacy of our employees, all Hotelcare employees are expected to avoid personal relations, activities and financial interests, which could conflict with their responsibilities to Hotelcare
  • Hotelcare employees must not seek gain for themselves or others through misuse of their positions or company property.
  • All actual and potential conflicts (including those arising from the activities or interests of close relatives or partners) should be disclosed to and discussed with an employee’s line manager.
  • Employees who have access to price sensitive information are prohibited from being involved in dealings unless given clearance by the Director or the Operations Manager. There should be no unauthorized disclosure of price sensitive information to third parties.


Information received by anyone in the course of his or her employment must not be used for personal gain or for any purpose other than that for which it was given. Where confidential information is obtained in the course of business that confidentiality must be respected.

Health and Safety

  • We are committed to creating and maintaining a safe and healthy working environment for our employees, customers and the community.
  • Our commitment to ensuring the safety and security of our employees is set out in our Injury Prevention and Security policies.
  • We strive to avoid emergency situations but recognize the need to be prepared. We are committed to having effective emergency response procedures in place.


  • Hotelcare is committed to providing safe, value for money, high quality, consistent, accessible and reliable services to its customers.
  • All employees are expected to behave respectfully and honestly in all their dealings with customers and the general public
  • In particular we will safeguard and protect our employees welfare. Employees will be made aware that they hold a position of trust and that they must at all times maintain the highest standards of personal conduct that reflects this trust being placed with them.

Supply Chain

  • We provide services to a wide range of goods and services required in the operation of our business and we also rely heavily on a number of key suppliers for the delivery of our core services. Good working relationships with our suppliers are therefore central to the success of our business.
  • Whilst we are committed to obtaining and retaining competitive goods and services we will at the same time seek to ensure they are from sources that have not jeopardized human rights, safety or the environment.
  • We expect our clients to adhere to business principles consistent with our own. We expect them to adopt and implement acceptable safety, environmental, product quality, human rights, social and legal standards
  • We will seek to work with our clients to develop long-term meaningful relationships to benefit both parties with the aim of improving the quality, environmental performance and sustainability of goods and services.

Health and Safety Policy – General Statement

Injury Prevention is our commitment to health and safety at Hotelcare. It is our core value and part of our way of life and applies to everything we do. Its purpose is to ensure the health and safety of all our employees, safety of our customers and safety of others affected by our businesses.

We believe that:

  • All injuries are preventable, and
  • Our goal is zero injuries


Injury Prevention is the responsibility of every employee and working safely is a condition of employment. Managing Directors and the Operation managers must ensure that all their staff are safe at all times by ensuring:

  • Our Injury Prevention processes are properly organized and appropriately resourced;
  • Staff are given information, instruction and training on risk assessment and Injury Prevention;
  • There is full compliance with Health and Safety laws
  • Performance targets are set for continual improvement in Injury Prevention.


Equal Opportunities and Diversity Policy

Hotelcare’s Director is committed to equality of opportunity both in the provision of services to the public and as an employer. This policy sets out Hotelcare’s commitment to treat equally and with fairness at all times its employees, customers, contractors and those who come into contact with the company.

We are committed to seeking continuous improvement and compliance with legislation based on the following principles.

  • Everyone has the right to be treated with dignity and respect.
  • We will not discriminate on the grounds of race, gender, disability, nationality, religion, philosophical belief, political belief, age, sexual orientation, family status, trade union activity or any other factor.
  • We will adopt fair and inclusive practices throughout our operations and will seek to eliminate all prejudice, discrimination, bullying and harassment.
  • All employees have a personal responsibility for the practical application of this policy in their day-to-day activities and must support the policy at all times.
  • Non-compliance with this policy will be treated seriously and will not be tolerated.

The Managing Director is required to ensure:

  • They create a productive and safe working environment, promoting diversity and inclusion in their workforce;
  • They develop new practices, as appropriate, to ensure all employees, contractors and customers are treated fairly; and
  • They can demonstrate continuous improvement in practices to promote diversity and equal opportunities for all.


All recruitment will be carried out with regard to fairness, equality and consistency for all candidates at all times. Recruitment practices will be inclusive and we will endeavour to ensure there are no barriers to employment of suitable candidates.

Staff Training

We will provide our staff with the necessary guidance and training to ensure the effective implementation of this policy and to ensure we are an inclusive employer and service provider.


Any employee who feels that he or she has grounds for complaint in relation to bullying, discrimination, harassment or victimization has the right to pursue the complaint through our grievance procedures. Customers who feel they have grounds for complaint may pursue these through our operating company customer complaints procedures. We will ensure our complaints/feedback procedures can be accessed and used by everyone.

Human Rights

Hotelcare will adhere to the following principles in respect of our staff.

  • We will treat all employees fairly and honestly, regardless of where they work. All staff will have agreed terms and conditions in accordance with local law or practice and will be given appropriate job skills training.
  • We will pay a fair wage reflecting local markets and conditions. We will always meet any national minimum wage.
  • Working hours shall not be excessive. They shall comply with industry guidelines and national standards where they exist.
  • We will not employ illegal child labour, forced or bonded labour or condone illegal child labour.
  • Employees have the rights of freedom of association and collective bargaining. We respect the right of our employees to choose whether or not to join a trade union without influence or interference from management. Furthermore we support the right of our employees to exercise that right through a secret ballot.
  • We will negotiate in good faith with the properly elected representatives of our employees.
  • We will abide by the non-discrimination laws in every country where we operate.
  • We will not use or condone the use of corporal punishment, mental or physical coercion or verbal abuse. We have disciplinary procedures for any member of staff whose conduct falls below the required standard.
  • We have formal grievance procedures through which staff can raise personal and work-related issues.

Data Protection

We will comply with the relevant principles governing data protection in each country in which we operate.



Customer Service: Delivering our promise to our customers is one of our core values. Our commitment is to provide safe, reliable, customer focused, innovative and sustainable transport services.

We will:

  • act in accordance with fair business, marketing and advertising practices and take all reasonable steps to ensure the safety of our services
  • respect the human rights of our customers
  • provide transparent and effective procedures that address customer complaints and contribute to fair and timely resolution of disputes without undue cost or burden
  • respect customer privacy and provide protection for personal data in accordance with the relevant law.


Environmental Policy

Our policy is to strive to achieve continual improvement in environmental performance.

We are committed to:

  • preventing pollution and reducing the overall impact of our operations on the environment.
  • maintaining an internal management structure for the management of environmental issues which includes clearly defined responsibilities for environmental management capable of delivering this policy commitment
  • complying with, and where possible exceeding applicable legal and other requirements relating to the organisation monitoring our environmental performance and setting objectives and targets for improvement
  • providing appropriate training and awareness programmes for our staff

We recognise the key role we have to play in both reducing and contributing to greenhouse gas emissions from the surface transport sector.

HC Facility Management Limited Registered in England. Registered No: 09147994 Registered Office: 36-38 Cornhill, London, United Kingdom, EC3V 3NG