In the following discussion, Bob Cotton talks candidly about the need for the industry to learn from the past in terms of how we charge service charge and rebuild trust with both customers and staff.
Bob also talks about the importance of companies joining and supporting trade associations as it is vital that a clear voice is built as he praises the work, during the pandemic, of government and UKH.
As we reopen, reports have been very promising on trading. The industry has faced huge challenges but has come through almost as well as could be expected. There are still real threats and challenges to be faced and now is the time to discuss what needs to be done.