Legal Stuff

1. Business Information
   1. Purpose of Document
      1. This document can be used as a set of Operating Procedures if a Key Holder is required to cover or help in an emergency.
      2. This document also acts as a risk assessment response for the business.  Procedures and policies have been written in response to the standards outlined in The Animal Welfare (Licensing of Activities Involving Animals) Regulations 2018 and DEFRA guidance to support the legislation, plus all subsequent revisions.                                                               
   2. Business Model and Objectives
      1. House of fluff specialises in small dog breeds. Preferred breed is a cavalier, poodle, sausage dogs, Spanish water dogs, springer spaniel, cocker spaniels. 
      2. We offer home boarding and Day-care. We include walks where owner agrees each dog will be different. Home visits once a £50 non-refundable deposit has been placed. 
      3. I have zero dogs on the books for day-care now, I aim to have hours open 8-6pm for this service. I have only had friends and family dogs board now. Income is based on future goals, hoping for regular clients. Currently zero multi dog families.  
      4. I prefer regular bookings from dogs that come regularly, but I do you take any booking for any dog subject to a successful assessment. 
      5. We take puppies, from 16 weeks (fully vaccinated)  
      6. I take on intact dogs, as will board them on a 1:1 basic. I would ideally have dogs that are spayed/neutered. 
      7. I have first aid dog training and a grooming course. 
      8. I own 2 dogs and own a grooming business working with dogs. 
      9. I am planning on mainly boarding to dogs from only one family at a time. 
   3. Workspace Information and Set Up
      1. No staff, family run business. 
      2. Confirm that all resident dogs have been vaccinated with all required core vaccinations
      3. No plans to ask for a licence for more than ten dogs (including resident dogs).
      4. Dogs will be dropped off to me, I won’t be offering a collection service. 
      5. Our main work area is the kitchen and grooming room.
      6. In the evening we will all spend time in the kitchen we have a sofa in there and TV so lots to keep us busy 
      7. Designated rooms
         • Kitchen (Resident dogs)
         • Hallway 
         • Utility 
         • Pet hotel 
         • Salon 
         • Living room 
      8. For the avoidance of doubt, kitchen and pet hotel is allocated to the resident dog(s) and they have permission from the Licence Holder to all sleep in the same room.  
      9. The floor space in each allocated room is sufficient for the dog to stand up, sit down, turn around and lie down without touching the sides.  Each dog is allocated a room based on its size, larger dogs and multi-family dogs in larger rooms, smaller dogs in smaller rooms.  A room is held open for each multi-family dog in case of issues, although they will only be allocated to a separate room if the owner requests it.
      10. In event of a resident dogs become poorly, there will be a room also kept avaible, I’m not planning on boarding more than 1-2 dogs at a time. I will also have all emergency contact numbers so if needed they will be phoned, this will be on file. 
      11. The main work areas give the dogs a choice of activity during the day.  The Garden is used for dogs that wish to actively play in mild weather.  The pet hotel is used for dogs that wish to play in poor weather, or if some dogs wish to play indoor games rather than outdoor games.  The kitchen is used for rest and relaxation during the day.
      12. Each room has a thermometer. Where temperatures fall outside of normal range, we have a heat lamp and fans. 
      13. I Confirm that any large opening windows have restrictors on so that dogs cannot fall out / jump out.  
      14. The dogs separated and closed into their rooms at night or if the licence holder must go out.  The dogs are not left unattended on a regular basis, and security cameras are on 24/7 
   4. Pre-Registration Questions
      1. These are the questions I ask on the phone before even agreeing to meet the dog for the first time?  List them here.
         – Is your breed on the dangerous dogs list?
         – confirm your dog is not a wolf hybrid
         – Is your dog under a control notice?
         – Does your dog get along with other dogs?
         – Does your dog get along with children?
      2. If during the call I determine that the dog is not suited to my business I will refer them to other Licence Holders. I will send them business I know of via email or what’s app.   
      3. If I decide to meet them and have a chat (meet and greet) with the dog, I wish to see their vaccination record this can be through a photo, email, messages. 
   5. Meet and Greet
      1. If I have not seen a vaccination card yet, I will keep my dogs separate to the visiting dog until it’s been shown. 
      2. Meet and greets the on the premises the customer’s dog and the resident dogs will be outside, where there is lots of room to play and have space. always Keeping a close eye, watching out for distressed signals e.g., tail down, barking, panting, yelping, hiding.   
      3. Current guests may be allowed to meet the visiting dog when it is deemed safe for them to do so
      4. If the vaccinations are not up to date at this point, I will allow 7 days to get them updated and then I will offer space to other people. 
      5. Current guests are allowed to meet the visiting dog when it is deemed safe for them to do so.   
      6. Where are resident children will likely be at school, if they are at home the children understand to leave the visiting dog alone and allow it space to explore its environment.   
      7. If a customer brings a child to a meet and greet, the rules are the must sit down and be quite during the time we are allowing dogs to meet, to keep the environment calm. I will request pre visit for no children to attend and arrange a best suitable time for this to be able to happen. 
      8. I will walk the customer through what to expect at House of fluff, explain we are home from home. We have set spaces for the dog so they don’t become overwhelmed also so they can be easily monitored. They will have access to outside 24/7 unless its raining then they will be let out regular for toilet but kept indoors safe.  It’s a calm safe place. I will have sent them a video of what to expect prior to the visit. 
      9. Questions about the dog’s habits, behaviour and routine I would ask at the meeting would be?  List here.
         – what’s their feeding routine, are the allowed treats?
         – walking routine?
         – sleeping routine, crate trained?
         – toilet routine?
         – What motivates them, food? Ball?
         – any anxiety issues, separation issues?
         – excessive barking?
         – Do they like close contact?
         -Any behaviour issues I need to be aware of? 
      10. If the dog is not suited for us, I have a list of other local boarders/ kennels who may be able to help. 
      11. If the dog is suitable to go to formal assessment, I will advise owner to go home and make sure they are happy and then take a non-refundable deposit, then send out registration forms to their home address, or if they want to pay a deposit on the day I will hand the forms to them, we can complete together, or they can take them away. 
      12. If any cleaning needs to be done after the meeting, I will do that straight away e.g., pick up any poo, disinfect any areas that need it. 
   6. Registration
      1. Forms:  New dog assessment form. 
      2. Registration either filled out before they leave, or I will post it out to them. I can collect this from them before they board, or they can post it back to me. They will need to sign the forms. 
      3. The forms will be discussing and re capped the day of drop off to make sure everything is as expected. 
      4. puppy’s registration forms are updated monthly up to 12 months of age.  The customer will have to fill out a new form each time, in case of any major changes. 
   7. Booking
      1. Forms: BOOKING FORMS
      2. Bookings may not take place until a Registration Form and Service Agreement have been completed and signed, and an assessment of the dog is complete.
      3. When a booking date is accepted it is written in my Diary. When an existing customer asks to book new dates, the diary is checked to ensure that there is enough space to accept the dog on those days. 
      4. I will check that the dog’s vaccinations will be up to date for the booking, if they have expired, they have 7 days to have the vaccinations forms updated. If the vaccinations must be re-started and there isn’t 2 weeks between the vaccinations and the booking start date, I will assess individual cases. 
      5. To ensure a dog in season doesn’t come in contact with an entire male, I only look to book single dog, family dogs or a male dog that has been neutered and female dog that has been spayed. If a situation arises where a dog is in season, they will be kept isolated in a room until the intact male has left. 
      6. I will send confirmed dates via messenger and/or email whichever is preferred method. Also, a paper copy of booking will be printed. 
      7. I will record the dog’s flea and wormer treatment and dates in preparation for a booking, I will write them on a booking register or a mini booking form. 
      8. I work ‘per 24 hours.  I will ensure that there are never more dogs on the premises than your licence allows, by making sure there is an hour minimum between each booking to allow plenty of time for change over and clean up.  
      9. Basic information will be filled out before a dog arrives, via phone call or a pre visit. This is where the owner will confirm that the dog is still on the same worm / flea and tell you the last date it was given. 
2. Pet Management Procedures
   1. Daily Schedule
      1. • Doors opened to let dogs out for toilet, tidy any mess that may have happened during the evening, put blankets in the wash ready to be fresh for the day. allow dogs time to stretch their legs in the garden (if they are ready) doors stay open (unless raining or very cold) – welfare check. 
         • Medication prepared (if needed) 
         • Empty and re fill all water bowls
         • Dogs go for an early walk – (20-45mins depending on dog) toilet break
         • Dogs given premeasured breakfast in separate areas, log morning events. 
         • Dogs will rest and play with toys or watch tv, listen to music. Check water bowls. 
         • Dogs will be encouraged to go toilet and play in the garden 
         • Enrichment meal given (if allowed) or a puppy will have their next premeasured meal. Welfare check 
         • Rest and relax
         • Encourage outdoor play, go for a 20minute walk. toilet Dog areas cleaned in preparation for dinner water bowls checked, refilled if needed, 
         • Dinner time
         • Snuggles and relaxing time 
         • Toilet break 
         • Bedtime, all dogs put in their sleeping areas. Tucked in. lights off. 

1. 1. 1. The list will be displayed in the house to be ticked off, aminated and a wipe clean marker. 
      2. If whilst working through your schedule I find something wrong, it will be recorded int the maintenance log for the house, welfare log for the dogs. 
   2. New Dog Assessment
      1. Form: New dog assessment form 
      2. The trial period is reflective of the type of service that is being booked.  A day care dog will undergo a day trial whereas a home boarding dog will undergo an overnight trial. 
      3. The trial isn’t classed as a formal booking as they do not pay so are not included in your licence numbers and recorded in the same way. 
      4. Assessment days will be when the children are at school to allow calm atmosphere. The personality of pre-booked visitors will matter with an unknown dog in the house so therefore the visiting dog will stay outside, while pre booked visitor stays inside.   
      5. My existing customers have the right to be told about an assessment day and request that they do not want their dog there with a brand-new dog under assessment. However, I will explain the dogs won’t be meeting. 
      6. Higher standard: I Confirm that I only accept one new dog for trial at a time unless they are from the same family. 
      7. The goal of assessment day Is to see how well the dog settles and gets along with my house dogs. To observe any signs of challenging behaviour, extreme anxiety or stress, if this is happening, I will make the owner be aware they must remain local encase their dog needs collecting sooner. 
      8. The visiting dog will be assigned a safe space, this will be the pet hotel. 
      9. Firstly, I will observe the dog. I will assess the dog over time, so see their reactions during their stay. I will play ball, see what their command skills are like, give them a treat to see If they show any signs of food aggression, then I will call the dog over for someone to one physical touching, strokes, tummy tickles etc. Then outside I will introduce my dogs to the visiting dog. I’m mainly looking out for traits such as barking, growling, obsessive behaviour, stress, digging, jumping, strength. 
      10. I will follow the daily schedule recording any signs of issues on an assessment form. 
      11. With a dog that barks excessively, I will not be able to board. I am in a quite cul de sac surrounded by old people; this would not be fair on them. Dogs that show mild barking, I will use distraction as a form of preventing the barking, also commands such as ‘bed’ ‘quite’ ‘no’ to stop the barks. 
      12. The results of the assessment will be recorded and reviewed with the customer. The dog’s suitability will be recorded on the form. 
      13. If the dog passes assessment, the customer is encouraged to go home talk with family and be 100% certain before committing, as next step will be a £50 non-refundable deposit.  
      14. If the dog fails, I will offer to help to place the dog elsewhere I have a few recommendations and will give them a piece of paper for them to take home these details. 
      15. I will then file the registration form. 
   3. Arrival and Departures
      1. I will try and make sure arrival and departures do not cross over, in an event where they do. Resident and visiting dogs will be in the kitchen. New dog will be left to explore outside and pet hotel. 
      2. If a dog looks unwell on arrival, I will ask the owner to disclose the details of what is happening. And make sure they sign to say they are happy for me to take them vets if/when I see fit. If the dog looks extremely unwell, I will not be able to board them unfortunately. 
      3. I have a calming routine in place before the arriving dog is allowed to mix with the others, that is exploring of the garden, quite time in the hotel with classical music. Elderly or frail dogs arriving or already in the home when a new dog arrives will be carefully encouraged to stay in the pet hotel. 
      4. If a customer brings a child with them, the child will need to remain sitting down at all times, or reduce risks and complaications arising on drop off. 
      5. They  will be encrouaged to go straight to the garden, so they can mark and explore.  
      6. Business ID tag  will be attached to the dog soon as they arrive. 
      7. I have a record sheet to record the items that the dog has bought with them?  The dog’s belongings will be stored in a desinated space in the pet hotel, out of reach of children and dogs. Any medication and food will be places into the fridge  or freezer
   4. Training and Games on Premises 
      1. The protocol if I have a dog that destroys toys, we will go out for another walk, or create a distraction in the house with physical games e.g. ball. Also lucky mats for mental stimulation. 
      2. No unsupervised play periods during the day, play is structured not allowed whenever the dogs wish it.  Young dogs have restrictions to avoid over-exertion and injury while still growing, e.g. not playing with ‘much’ bigger dogs. 
      3. What do you do with dogs that play roughly or excessively?  What about breed specific games that can confuse or upset other breeds?
      4. Training methods do you used during the day is hand gestures, commands such as ‘shh’, ‘quite’ 
      5. How often are toys checked for damage?  What do you do with damaged toys owned by the business?  What do you do with damaged toys owned by a customer?
   5. Transportation
      1. Dogs will have seat belts and a bed to stay safe in the car
      2. As per DEFRA guidance, I will not leave my dogs at any time! 
      3. Dogs kept cool by, hose pipes, paddling pools, fans, dog cool mats.    
      4. In the event of an accident and you are taken from the vehicle to hospital, I will carry in my purse a note of emergency contact numbers. 
      5. I Confirm if there is a dog first aid kit in my vehicle. 
   6. Walking Guests
      1. I will talk with the owner to understand their home routine and discuss how many walks they would like their dog to have and follow their guidance. In the event (most cases) the dog is happy for walks I will follow the DEFRA higher standard of two walks per day for a minimum of 20 minutes. 
      2. Walks will be on school run, local fields, dog parks, ferry meadows, beaches. Weather permitting e.g., not in thunderstorms, heatwaves, heavy snow/ice, heavy rain.  Locations are safe and dog friendly. 
      3. I will only allow dogs off-lead in a secure area, or if the owner assists and signs the assessment forms, so consent is documented. 
      4. To assess new dogs for off-lead suitability, I will use tools to check their recall – firstly at home in secure environment, using high grand training treats, then will venture to enclosed dog parks (early hours) when no distraction of other dogs. 
      5. A dog not recalling straight away is classed as an incident and should be reported to the owner, so they can understand if I do not wish to risk off lead again encase a dangerous situation occurs e.g., chase a bird into a road.   
   7. Feeding
      1. Food is stored in a fridge and/ or a large plastic container to prevent attention from rodents, insects and other dogs. 
      2. Storing open wet food and open raw food in the fridge, will be placed in a sealed container to keep fresh and not contaminating other items in the fridge. 
      3. Bowls and plates are made of metal or plastic.  
      4. To avoid cross contamination from raw food when dishing up, I will do this on a clean disinfected surface high up away from any animal.  To avoid medication from going into the wrong food bowl, all dinners will be dished up individually and given at alternative times. 
      5. Dogs will be fed separately either kitchen, dog hotel, grooming room or outside, all dogs will be monitored. 
      6. Bowls will stay down for 20 minutes; food is never left down encase of food aggression. Also not being able to monitor how much eas dog has eaten.  
      7. Slow eating and dogs that are used to grazing at home will be allowed the whole pet hotel room, for as long as they need to enjoy and process their food. 
      8. For dogs that do not eat well when boarding, they will be monitored closely and offered their food hourly if dry, wet raw food will be chucked after an hour of not eating and encouraged every 4 hours with a new selection of meat.  If the dog is really struggling, I will try high enriched food licky mats. 
      9. Missed meals recorded will be recorded in the assessment forms.   I will contact the customer after 24 hours if the dog will not eat (DEFRA requirement) and take advice from the customer. I will offer a vet visit if the owner wishes it.
      10. Water will be water changed every 4 hours, checked and changed. I have 5 water bowls in the property. Kitchen, pet hotel, gardenx2, grooming room.  
   8. Leaving Dogs Alone
      1. Leaving dogs alone in emergencies will be discussed with owners at the meet and greet. This will be signed for as understood in the registration form. I will have close family around to help to try and avoid leaving dogs alone.
      2. I won’t be leaving the dogs boarding, a relative will always be around encase of an emergency. 
      3. When leaving the dogs alone for not more than 3 hours (and not on a regular basis) They will be separated into their own rooms and the doors closed, including the resident dogs.
      4. If I accept a booking for a dog that cannot be left alone, my partner will watch the dog if i needed to go out. 
      5. I can Confirm that dogs are never left in the charge of a child under 16.
   9.   Rest and Going to Bed
      1. Older and less social dogs will be given time out from the active dogs, by spending time in the pet hotel- to relax and unwind.  This will be documented on the daily schedule.   They can go to their designated safe space or room if they want time away from the others. I will check on them every 20 minutes to see how they are – and have 24/7 cameras 
      2. Dogs that can’t settle will be given a boredom buster type toy to encourage them to settle.  A rest period is mandatory at some point in the day. 
      3. Bedtime routine will be kept as close to home as possible e.g., crates, bed, sofa. There will be a crate placed in each room and used in accordance with DEFRA’s guidelines. 
      4. A dog that barks or whines in the night will be checked on to see what they are crying about e.g., toilet, noises etc. and then settled with some cuddles. They will be left for 20minute intervals too see if they will settle on their own, if not I will lay downstairs with them for comfort, might just need a few nights adjusting. 
   10. Welfare Checks
       1. Forms: WELFARE ASSESSMENT. 
       2. I will physically document walks, grooming, health check via pictures as I will commit that these will be done and only record exceptions and issues each day. 
       3. Any issues or concerns will be recorded manually for each dog individually on the welfare log. 
       4. Concerns such as not eating, drinking or unacceptable behaviour also recorded on the Welfare Log.  
   11. Prescribed and Over the Counter Medicines
       1. Prescribed medicines (POM, POM-V) are given in accordance with veterinary instructions.
       2. Prescribed medicines are stored safely and in accordance with the manufacturer’s instructions, in a location that dogs cannot reach. 
       3. Prescription medicines will be marked and stored in a container to identify who they belong to.  Refrigerated medicines stored in a container to avoid contamination from food. 
       4. I Confirm that you have a thermometer in the fridge to ensure that medicines are kept at the correct temperature.
       5. I have an outdoor fridge that’s barely used, so if the medicine brought with the dog is a scheduled/controlled substance will be put there. 
       6. Any unused medicines that are for a visiting dog will be given back to the owner. 
   12. Customer Delays
       1. If a customer’s flight is delayed or cancelled and the dog takes me over my numbers, I will call the council and make them aware of the circumstances. Hopefully the emergency contact number can take the dog, but if not re locating the dog to another boarder for a few days may cause considerable distress.  
   13. Puppy Procedures 
       1. The minimum age that you accept puppies is 4 months. 4 weeks after any vaccination shedding period can they start day care or boarding.
       2. An assessment is made of the adult visitors to determine that they will be suitable to visit or stay alongside a puppy, this will be confidence in handling, calmness, confidence and care of puppy’s welfare.
       3. Puppies move to full days or overnight once they have had an assessment meeting and 2-hour play visit.  
       4. I will follow the customers training plan as best as I can in their new environment.  There is nothing I will not help with in terms of training, I will do my best to help keep the puppy progressing. 
       5. Puppies will only be given walks 5minutes per month e.g., 4-month-old = 20 minutes, 6-month-old up to 30 minutes.  Puppies will not go on an hour walk. And will be carried if they look tired or overwhelmed. 
       6. The puppy’s indoor play will be structured and given regular time out, for them to unwind and sleep. This is extremely important to a puppy’s development. 
       7. If I need to leave the house the process for covering a puppy will be putting them in a secure crate and kept cameras on to monitor them while I need to go out. 
       8. I offer feedback to the owner after each visit.   
   14. Resident Cats and Other Pets
       1. The procedure for ensuring the safety other pets in the premises, the resident pets are kept separate to the visiting dogs when they initially arrive and then they will be introduced outside.  My resident dogs have their own secure cage if they need to feel safe away from visiting dogs. 
       2. I assess the suitability of a new dog with consideration of the resident cats and pet in mind, I will ask additional questions like is your dog reactive, do they have food aggression etc. 
       3. If a resident pet injures a visiting dog, depending how badly, I will calm the situation use my first aid kit where possible.  I will take the dogs to the vets, and I will separate the dogs and make sure that this dog is not accepted for boarding to prevent this happening again. The same step in the visiting dog attacks a resident dog. 
       4. There is a family member who could take the other pet in the event of an emergency and the visiting dog if it cannot be relocated.
   15. Resident Children 
       1. All Children on the premises will only be around the dogs when an adult is with them, they will be explained that dogs need to be left alone when resting, and that they have sharp teeth and can bite at any time, play will be minimal and majority of them time they will be kept separate (school hours, bedtime) all visiting dogs will be handled carefully and appropriately. 
       2. Children will have access to books about dog care and watch education tutorials online. Children will never be left unattended with visiting dogs. The Association of Dog Boarders has a training pack that can be used to tutor children about handling and dog communication signs, which I will have in the house. 
       3. If dog injures a child depending on severity, their owner will be contacted and an emergency contact called to take the dog, or if mild the child and dog will be separated and not allowed to play together for remaining holiday. If a child injures a dog depending on how bad we will visit the vets and keep the dog calm and still for as long as we can to prevent further injury, and then again dog and child kept separate for remainder of the stay.  
   16. Cleaning Protocols and Maintenance
       1. We use the ‘cleaning kit’ includes: odorkill, Supaclean – steraliser for food bowls, floors, patios, Parvo Virucide – pet disinfectant to kill organisms causing viruses, pet bed wash- for dog towels, beds, sheets etc. Scooby doo, perfect for cleaning up accidents on carpets, safe foam that assist to clean up faeces reducing bacteria. 
       2. cleaning products will be stored in a place dogs cannot access, under the stairs, with a latch so dogs cannot get inside.  
       3. Main work areas floors and surfaces will be cleaned daily, hoover, mop and wiped 2/3 times or more if anything occurs e.g., toilet accidents. 
       4. I will clean any occasionally used room throughout boarding period not at the end. 
       5. Premises owned blankets / towels / vet-bed, items cleaned every 3 days, unless anything occurs which means blankets should be cleaned sooner. With dog friendly cleaner ‘pet bed wash’. 
       6. Premises owned beds: items cleaned every 3 days, unless anything occurs which means bedding should be cleaned sooner. With dog friendly cleaner ‘pet bed wash’. 
       7. Premises owned toys: items cleaned every week unless anything occurs which means toys should be cleaned sooner. With dog friendly cleaner ‘pet bed wash’. 
       8. I will clean and disinfect dog bowls daily. 
       9. I will clean and disinfect the vehicle after every time its used. 
       10. Poo will be picked up throughout the day, pretty much as soon as it’s been done it will be picked up, bagged and placed in a separate bin just for poo, which would then be emptied soon as it is getting full. Doubled bagged to prevent smells from around the neighbourhood.  
       11. Dogs will be kept in a separate room or garden (weather permitting) when cleaning is in progress 
       12. Unwanted cleaning products will be disposed into the main black bin, where dogs cannot reach. 
       13. If I spot an aspect of the property or garden that worn, damaged or broken, I will record it on a Maintenance Log, then decide whether to repair or replace. 
       14. Gas heating annual services will be recorded and logged in the House of fluff document booklet. 
       15. I will check first aid kits are checked for expired regularly.   

3. Accidents, Incidents and Reporting
   1. Feedback
      1. customers given feedback about behaviour when they come to collect their dog. Negative feedback will be managed carefully and tactfully.   
      2. Unfortunately, if a dog displays unexpected or negative behaviour, they will not be able to book again.  Unless the owners are willing to consult a qualified behaviourist to help address the issues. 
      3. All incidents or concerns are recorded on the Welfare Log.
   2. Accidents and Medical Emergencies
      1. In an emergency the dog can go to the nearest vet if the situation is extremely serious, and time is of the essence. 
      2. I Would you drop the dog off and then get a family member to bring to the vets the waiver or registration form?  
      3. If treatment is needed and the customer and emergency contact are not contactable, I will have a document that states that you can make decisions for the dog on the owner’s behalf.
      4. I will keep any records given if the dog is euthanized whilst in my care. I will keep them in the dogs file for 3 years as per DEFRA requirement.
      5. I will record a vet visit or emergency On the Welfare Log, If the dog is diagnosed with an infectious disease, I will record that on the Infectious Disease Log.
      6. Dogs first aid kits stored in the house and vehicle
   3. Incidents
      1. Incidents are categorised in minor, intimidate and major.  I will balance taking care of the dog with trying not to disturb the owner while they are away.  Unless the incident is major and worth reporting to the owner. My rules would be if I can confidently take care of the accident e.g., eating a piece of chocolate, I will closely monitor and look after the dog and log in the welfare book, this does not need to be told to the family until they are home.  Contact would be via what’s app messenger, SMS or email. 
      2. A minor incident would be eating a piece of chocolate, I would record in welfare book and owner would not be messaged. 
      3. An intermediate incident would be a dog fight with blood drawn, dog is okay and doesn’t need stiches just shaken up. Would be recorded in the welfare book and owner would be contacted. 
      4. A major incident dog has had a heart attack and is in the vets, this would be recorded, and owners contacted immediately (once dog is at the vets in safe hands) 
      5. Regardless of the incident level, I will take measures to address the incident and prevent it from happening again.  
      6. If the dog is determined as too aggressive to remain on the premises, I will contact LA I have their emergency contact that has committed to collect the dog in an emergency.  If they won’t pick the dog up, I Would you use boarding kennels as a last resort, Acorn lodge, Belham woods. 
   4. Isolation and Quarantine for Dogs
      1. Home Day Care: If the dog has a potentially infectious illness, they will be put into the doggy hotel. I will call the vet and then call the customer, if customer can’t take them then I will walk it to the local vets not via car to stop spread of infection (no contact with walkers or dogs) Dogs must be removed from the premises as soon as possible. And a deep Cleaning will happen throughout the hotel and house. My infection control machine will be put on level 4 to clear all germs. 
      2. Home Boarding: If the dog has a potentially infectious illness, they will be put into the doggy hotel. I will call the vet and then call the customer, if customer can’t take them then I will walk it to the local vets not via car to stop spread of infection (no contact with walkers or dogs) Dogs must be removed from the premises as soon as possible. And a deep Cleaning will happen throughout the hotel and house. My infection control machine will be put on level 4 to clear all germs. 
      3. Home Boarding:  If I must keep the dog, it will be quarantined in the doggy hotel, they will be allowed in the garden, no shared areas. Regular toilet breaks, I can monitor from a distance. 
      4. Quarantine in Action:  2 doors and a patio area for a barrier between a sick dog and the others. I will wear full PPE when going in and visit the sick dog.  Bowls will be metal, or plastic used in quarantine?  Cleaned regular every 3 hours. Washable bedding and blankets will be used. Cleaned twice a day, bedding every day. PPE will be disposed of into black sacks into black bin. 
      5. The cleaning protocol after an infectious dog leaves the premises. I will close house of fluff, until incubation period is finished. All major cleaning has been carried out throughout and we are sure the infection disease has gone; we would seek vet professional advice. 
   5. Lost, Escaped and Stolen Dogs
      1. While you are searching for the dog? I will call on my family to help make phone calls to the families.  I cannot do both jobs well.  Customer will be told straight away and kept updated. 
      2. The owner will register dog on dog watch, but I can help. 
      3. Me and the owner will place out posters locally to spread the word. 
      4. We will both alert social media sites and ask friends and family also to widen the search and get more help. Facebook, Instagram, YouTube. 
      5. Who tells the Dog Warden in your borough, and the surrounding boroughs?
         midland environmental contracts 07795383003    out of hours 01733 864157
      6. I will alert anyone who I think can help me.  
      7. My family, close friends and neighbours can all come round my house to help watch any dogs while I’m searching. 
      8. I will alert lost dog as soon as possible. 
      9. Local vets to spread the word:
         Pengelley and mizen 01733 554953
         young’s 01733 310584
         Werrington vets 01733 977200
         Oakdale vets 01733 340021
         vets 4 pets 01733 890777
   6. Animal Death
      1. I will alert the customer as soon as possible that their dog has died or been euthanised in your care. 
      2. I Do not know the customers wishes for a dog in this circumstance
      3. The dog will be placed until the customer returns home, at the vet or an approved pet crematorium.
      4. We have a pet crematorium if my vet will not store the dog. Called lakeview pet cremation 07484291723
      5. All logged in the Welfare Log
   7. Animal Abandonment
      1. If the customer DOES NOT collect their dog, I will contact RSPCA or local shelters. 
      2. Ff the emergency contact WILL NOT COLLECT the dog either, I will contact RSPCA or local shelters. 
      3. If the customer CANNOT collect their dog (hospital, passed away etc) I will try contact friends and family. Or try and rehome the dog. 
      4. I would contact my dog Warden or Local Authority to seek advice.
      5. I would contact Devonshire’s claims solicitor to get advice.
   8. Customer Complaints
      1. a customer must write to me within 14 days if they have a complaint.
      2. I would respond immediately after you receive a complaint. 
      3. I would ensure I take onboard the complaint details and act upon them to ensure it doesn’t happen again. 
      4. If we cannot agree on how to settle the complaint, then I will seek professional advice from citizens advice. 
   9. Training and Continuous Professional Development for the Licence Holder
      1. I will ensure that I keep up to date with changes in law, local guidance, and canine theory.
      2. I will maintain my study hours each year (Continuous Professional Development – CPD), keep record of my study in my logbooks and keep all have certificates. 
      3. First aid refreshed your first aid training yearly. 
      4. No other people in my home have canine qualifications.
      5. I will ensure that any children in my home clearly understand how to handle the dogs in our care. 
   10. Training and Continuous Professional Development for Staff
       1. I don’t have regular voluntary helpers (such as family) if I do, I will ensure that they know what they are doing when taking care of the dogs on your behalf with a team meeting before any engament with the dogs. 
       2. I am not recruiting. 
   11. Business Owner Cover
       1. Who are the people that will cover you if you need to go out:

1. 1. 1. • SALLY WELLS – KEY HOLDER 07989306793
         • CHRISTINE KEY HOLDER 07719389914
         • PAUL KEY HOLDER 07834774807
         • JAMES KEY HOLDER 07472710297

3. 11. 2. They are volunteers, not first aid trained. 
   12. Veterinary Registration
       2. YOUNGS, 150 WELLEND ROAD PE1 3SX 01733 310584
       3. 8:30-7:00
       4. VETS NOW 89-93 PARK ROAD 01733 601514
   13. Extreme Weather Protocol
       2. Extreme cold outside, Dogs not suited to walking in extreme temperatures I will move walks based on the hourly forecast. wear Coats, I will have Spare coats for those that do not normally need one. always Checking for distress, Feet washed down for salt and ice crystals.
       3. Extreme heat inside:  We will keep close eye on thermometers. Check for Breed and age specific needs and adjust with them.  Fans on, kept in coolest room which is the kitchen.   There will be cool mats Damp towels limited play
       4. Extreme heat outside, dogs not suited to walking in extreme temperatures will not be walked but have access to the large garden 24/7 with shade and water. 
   14. Infection and Disease Control for Humans
       2. This policy will be activated if the UK government announces a serious medical health risk or event that will impact the operation of the business or licensed activities.   As each event is likely to be completely different and will be governed by a set of unique and specific rules, it is not possible to outline exact procedures and protocols that will be followed, however government and official industry specific guidance will be followed.  As the events covered in this procedure are infectious to humans (and animals as well is zoonotic), the basic intention of the business is to prevent the spread of the infection whilst in operation and this should be considered by the reader as the spirit in which the document is written.  
       3. General government advice on the event will be sought either by official statements on television or radio from the UK government, or via the .gov website.  Unofficial sources of information will be fact checked to ensure that the business does not follow advice based on ‘fake news’.
       4. Information on whether the business may remain open will be gathered from the UK .gov website, or from a legitimate source (in writing) such as DEFRA or CFSG.  If information relating to the licenced activities is not detailed via any of these sources, a suitable source for information shall be requested from the licence team at the local authority.  
       5. The licence holder will check for updates on government or official guidance relating to the operations of the business daily.   If guidance is changing frequently, copies may be stored electronically rather than being printed out.  
       6. If the business MUST close, customers will be advised in at least two different ways to ensure that the information has been received.  Options that may be used (based on customer preference) are email, telephone, text and messenger systems.  Where the business is required to close as per government advice, and the closure causes a potential animal welfare issue for a customer’s dog, the business will use all reasonable measures to assist the customer in finding an appropriate way to cover the dog’s welfare needs, consulting with the local authority or other sources of expertise that are available (official industry associations etc).
       7. If the business can remain open (or once the business can reopen), a risk assessment will be completed to address the specific risk factors pertaining to the scenario.   The risk assessment will cover various aspects of the guidance within the specifics of the licence holder’s property and vehicles.  Scenarios from a human perspective will include the inability to source any mandatory PPE and cleaning materials, the situation where a customer falls ill, and the licence holder falls ill.  From a dog perspective, dog injury and illness will be covered (as vets may be impacted by the event) and lost dogs (as services such as the Dog Warden may be unavailable).   Customers who cannot return to collect boarding dogs as they are trapped in other countries / regions (causing a breach of licence numbers) will also be considered.  
       8. The risk assessment will be stored with the company records and procedures and the local authority (on request).  The risk assessment will form the basis for briefing any household members, volunteers or staff on the changes that must take place during the event period.  The risk assessment is updated / amended every time the guidance for the business is amended by either the government or an official industry advisor. 
       9. Staff, household members and volunteers will be briefed on the changes, and a record of the briefing will be filed with the risk assessment.  A signature or an email acknowledgement from everyone that has been briefed will be kept.  A copy of the government guidance and industry specific guidance will be provided to each person that has been briefed.  This process will be repeated every time the guidance is reviewed which will trigger an update of the risk assessment and a new team briefing.  
       10. Based on the risk assessment, customers will be advised in writing of the services available and the changes to procedures that will impact them.  Procedures to include will be collection and drop off of dogs from their home, drop off and collection of dogs from the business, any changes to the supply or provision of equipment, any cleaning protocols for the dog or items that accompany the dog (including the chemicals being used – consider dog and customer allergies), and also consider adding information regarding what might happen if the customer (or a member of their household) falls ill, and what might happen if the licence holder (or a member of the licence holders household) falls ill.  
       11. If a customer (or a member of their household) falls ill, government / industry guidance will be followed which may mean the suspension of daily services for that family.  If the customer and family are too ill to care for their dog, and do not have another option for the dog’s care, home boarding may be offered to support the dog from an animal welfare perspective.  
       12. If the licence holder (or a member of their household) falls ill, government / industry will be followed regarding the isolation protocol for infected individuals.  Daily activities such as walking, home visits and day care are likely to have to stop with immediate effect.  Dogs that are home boarding may be able to stay in the licence holder’s home if the customer wishes this, but only if there is an adult who is fit and well available to care for the dog.  Dogs will not be walked during the period that the licence holder’s household is in self-isolation / infected.  If the customer does not wish for the dog to remain in the licence holder’s home, or there is no one well enough to care for the dog, the customer’s emergency contact must collect the dog.  The collector must be briefed on any cleaning / hygiene requirements necessary, and the dog must be transferred in accordance with any government or industry protocols that are in place.  
   15. General Emergency Protocols
       2. Emergency Telephone List:

1. 1. 1. • Police 999 or 101
         • Fire 999
         • SALLY WELLS KEY HOLDER 07989306793
      2. For failure of gas services, I have portable heaters in the house.  If we you need to evacuate, 325 Dogsthorpe road Peterborough PE1 3^RD would be here we go. 
      3. For a suspension or revocation of the licence mid-board, I would use the LA for guidance on the urgency for removing dogs from the premises, I would tell my customers and then hope their Emergency Contact can collect.  If they can’t / wont I will ask around to see if Other licensed boarders with space, Kennels.  
      4. Death of a licence holder:  My key holder would attend to the dogs in the first instance. They Would they seek guidance from the LA. I Would also try another local licensed boarder help your key holder to contact Emergency Contacts as they know the procedure. Maybe another local licensed boarder could help to place dogs with other licensed boarders or in kennels if the Emergency Contact could not / would not collect the dog.
   2. Fire Evacuation Protocol
      1. The property has a fire extinguisher on all floors.  These are periodically checked for expiry and replaced. 
      2. The property has smoke detectors and cardon monoxide detectors which are tested at least every 6 months and the batteries are replaced. 
      3. For the avoidance of doubt – whilst the intent of this document is to evacuate all humans and animals from the property in the event of an emergency, should a conflict of interests prevail, human life takes precedence.  Each emergency should be considered on an individual basis and listed procedures only be performed if it is safe to do so.
      4. LOCATE PHONE: Call the Fire Brigade.
      5. LOCATE VEHICLE KEYS: Vehicles may be needed to transport dogs or people injured in the fire.
      6. GATHER DOGS: Find leads or rope / anything to secure the dogs that is available.  Evacuate the dogs.  
      7. ASSESS THE DOGS: If any are injured (smoke inhalation) then call the vet and let them know that dogs are on route.  
      8. CALL OTHERS FOR HELP: Call family and friends (numbers below) to ask for help transporting any dogs that need to go to the vet. 
         Lewis brother: 07876219531
         Helda sister-in-law: 07576522283
         Hailey sister 07938721396
         sally mum 07989306793
         dezz stepdad. 07935707804
      9. ADVISE OWNERS: Let any owners know if their dog has been injured.
      10. MOVE TO ALTERNATIVE LOCATION:  Evacuation premises:  Sally wells 325 Dogsthorpe road, Peterborough PE1 3RD
      11. ADVISE OWNERS: Give owners or emergency contacts the opportunity to collect their dogs (if required).
      12. KEY HOLDERS AND ADDITIONAL SUPPORTERS:
          • • Sally wells 07989306793
            • James orpin 07472710297

2. Preventative Healthcare Plan
   1. 1. This Procedure Manual contains all aspects of the Preventative Healthcare Plan.  They have been left in the appropriate sections for each element to allow the document to be used for training.   Covered in this document: 

1. 1. 1. • • The vaccination / flea / worm status of resident dogs
           • Checking the vaccination / flea / worm status of new dogs being considered for the services
           • Checking the vaccination / flea / worm status of guests when repeat booking
           • Dogs that appear unwell on arrival
           • Dogs that become unwell when already at the property
           • Isolation and quarantine procedures
           • Veterinary Practice details for the business

2. 1. 2. The Licence Holder has a written confirmation that the listed Veterinary Practice will accept bookings for dogs that are staying with the business if the Customer’s vet practice is unable to offer an appointment.  The confirmation includes a confirmation that the practice has isolation facilities available for use.     
3. Document Management and Record Keeping
   1. 2. Dog and customer records are kept for 3 years from the date that either party has served notice.  If neither party services notice, records are kept for 3 years from the last time that the dog is collected.  
      3. Electronic records are backed up at least quarterly to a remote hard drive.
      4. Records are stored taking GDPR and HMRC requirements into account.
      5. A signed copy of this document is stored in a folder in in the grooming room so that anyone covering the Licence Holder has access to the procedures for the business.  
      6. The Key Holders have an unsigned copy of this document sent to them electronically by email so that they can refer to it in an emergency. 
      7. This document will be reviewed at least every 3 years, and immediately if the business undergoes a significant change to operations.   

4. Higher Standards Confirmation

Optional Higher Standards (50% met)

Met Y/N

Section / Point References in this Manual

Bathrooms / Hallways / Partitioned Rooms not used as designated rooms

Y

There must be 1 full time person with an appropriate OFQUAL Level 3 qualification

Y

There must be a designated other person who can cover an emergency so that dogs are never left alone

Y

Ventilation must be managed in all weathers.  This can be achieved with air conditioning or removable fans

Y

Any outside space will have 2 secure physical barriers between any dog and exit (note that you can also cover this with chains / bolts in 12.2)

Y

Only dogs from the same household are boarded at any one time

Y