Operations Manual — Complete Document

1.1 Organisation Overview

1. Business Overview

Eddie's Doggy Daycare Limited is a licensed dog daycare provider operating under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018. The business provides supervised daycare services for dogs across the Harlow site, with a focus on welfare-led group socialisation, enrichment, and professional care.

2. Organisational Structure

The business operates under a clear three-tier management structure designed to ensure that operational decisions can be made efficiently at site level, while strategic oversight and compliance remain the responsibility of the Owner.

3.1 Owner

Edward Kirwan holds overall responsibility for the business, including strategic direction, final decision-making authority, licensing compliance, and oversight of business performance. As the licence holder, Edward is the named responsible person under the 2018 Regulations and retains ultimate accountability for all welfare and compliance matters.

3.2 Site Managers

The Site Manager share responsibility for the day-to-day management of the site. Each manager has a defined area of focus, although both are trained and competent to manage all aspects of operations when required.

3.2a Administrative Oversight (Non-Management)

Emma is a Daycare Assistant who also oversees and supports administration across the site — including compliance documentation, scheduling, communications, and operational coordination of paperwork. Emma is not a Site Manager, holds no delegated management authority, and is not an escalation point for operational, welfare, or safety decisions. Administrative queries are routed to Emma; all management and welfare matters go to Jodee or the Owner.

3.3 Daycare Assistants & Drivers

Daycare Assistants form the operational backbone of the business. They are responsible for the hands-on care, supervision, and transport of dogs attending daycare. All Assistants are trained to a consistent standard across the site and are expected to demonstrate competence in all core operational areas before working unsupervised.

1.2 Core Values & Expectations

1. Our Core Values

1. Welfare First

The welfare of every dog in our care is the highest priority at all times. Every decision made by any member of staff — from group management to enrichment choices, from transport procedures to communication with owners — must be guided by what is best for the dog. Where there is any conflict between welfare and convenience, efficiency, or customer preference, welfare always takes precedence.

2. Professionalism

All staff represent Eddie's Doggy Daycare in every interaction — with dogs, with customers, with colleagues, and with the public. Professionalism means arriving on time, wearing appropriate clothing, using approved communication channels, following procedures consistently, and maintaining a calm, respectful demeanour at all times.

3. Teamwork & Support

Eddie's Doggy Daycare operates as a team. No individual works in isolation, and the success of the daycare depends on every staff member supporting their colleagues. This means communicating clearly, sharing workload fairly, stepping in when help is needed, and maintaining a positive, supportive atmosphere across the site.

4. Accountability

Every staff member is responsible for their actions, their decisions, and the standard of care they deliver. Accountability means following procedures without shortcuts, reporting incidents and concerns honestly, accepting feedback constructively, and taking ownership of mistakes as opportunities to learn and improve.

5. Continuous Improvement

The daycare environment is dynamic, and our understanding of dog behaviour, welfare science, and best practice continues to evolve. All staff are expected to engage with ongoing learning, contribute ideas for improvement, and embrace changes to procedures when they are introduced for the benefit of the dogs, the team, or the business.

2. Professional Expectations

1.3 Daycare Assistant & Driver Role

1. Role Overview

Daycare Assistants are the operational backbone of Eddie's Doggy Daycare. They are responsible for the hands-on care, welfare monitoring, enrichment delivery, transport, and supervision of all dogs attending daycare. The role requires a combination of physical capability, emotional intelligence, dog handling competence, and professional conduct.

2. Core Responsibilities

3.1 Dog Collection & Transport

Daycare Assistants who hold driving responsibilities are required to collect dogs from customers' homes each morning and return them safely each evening. This includes safe vehicle operation, customer key handling, route adherence, and welfare monitoring throughout the transport journey. Full procedures are detailed in Section 4.2.

3.2 Welfare Monitoring & Supervision

All Assistants must conduct continuous welfare monitoring throughout the daycare day. This includes observing body language, stress indicators, physical health, feeding and water intake, behaviour during play and rest, and any changes from a dog's normal presentation. Formal welfare check points are defined in SOP 4.4.1.

3.3 Enrichment & Activity Delivery

Assistants deliver enrichment activities under the direction of the Manager on duty. Enrichment at Eddie's is primarily social — focused on safe group interaction, confidence building, and calm co-regulation — supplemented by mental stimulation activities such as scatter feeding, puzzle feeders, and sniff-based activities. Full guidance is provided in SOP 4.5.1.

3.4 Cleaning & Hygiene

Maintaining impeccable hygiene standards is a fundamental part of the role. Assistants are responsible for morning hygiene checks, midday spot cleaning, end-of-day full cleans, vehicle cleaning, and infection control procedures when required. All cleaning must be conducted in accordance with SOPs 4.3.1 through 4.3.8 and COSHH requirements detailed in Section 3.8.

3.5 Customer Interaction

Assistants interact with customers during collection and drop-off and must represent the business professionally at all times. Positive updates may be shared, but all behavioural or welfare concerns must be communicated only through Managers in accordance with Section 4.8.

3.6 Record Keeping & Communication

Accurate and timely record keeping is essential. Assistants must complete welfare logs, cleaning records, incident reports, and daily communication through approved channels. Records support licensing compliance and protect both the dogs and the business.

3.7 Social Media Content

Assistants may be asked to capture photos and videos of dogs for business social media channels using work phones only. All content must be reviewed and approved by a Manager before posting, in accordance with SOP 4.8.5.

3. Compliance

All Daycare Assistants are required to follow the procedures and standards set out in the 2018 Animal Welfare Licensing Regulations and this Operations Hub at all times. Failure to do so may result in retraining, performance management, or disciplinary action.

1.4 Required Competencies

1. Core Competencies

2.1 Dog Handling & Behaviour Awareness

All staff must demonstrate confidence and competence when handling dogs of all breeds, sizes, and temperaments. This includes the ability to read canine body language accurately, recognise early signs of stress, arousal, fear, and aggression, and respond appropriately using approved handling techniques. Staff must be able to manage dogs calmly and safely in a variety of situations, including during transport, group play, separation, feeding, and emergencies.

2.2 Communication Skills

Clear, professional, and structured communication is essential. All staff must be able to communicate effectively with colleagues, managers, and customers, using the approved format for incident and issue reporting (Issue → Action Taken → Proposed Solution → Decision Needed). Written communication, including welfare notes, incident reports, and daily logs, must be factual, objective, and professional.

2.3 Situational Awareness

Staff must maintain awareness of their surroundings at all times, including group dynamics, environmental conditions, potential hazards, and the behaviour of individual dogs within the group. This awareness enables early intervention, prevents incidents, and supports proactive welfare management.

2.4 Physical Capability

The role of Daycare Assistant is physically demanding. All staff must be able to work outdoors in all weather conditions, stand for extended periods, walk and manage multiple dogs simultaneously, lift and carry dogs safely using correct manual handling technique, and perform cleaning and physical tasks throughout the day.

2.5 Procedural Compliance

All staff must demonstrate the ability to follow Standard Operating Procedures accurately and consistently. This includes opening and closing procedures, transport SOPs, cleaning protocols, welfare monitoring requirements, and emergency procedures. Staff must not undertake tasks for which they have not been trained and signed off as competent.

2.6 Teamwork & Initiative

Staff must work collaboratively and supportively within the team, sharing information, workload, and responsibility for welfare outcomes. At the same time, they must demonstrate appropriate initiative — taking action within the scope of their training to address welfare concerns, report hazards, and support the smooth running of the daycare day.

2. Competency Assessment

Competency is assessed through the structured training and sign-off process detailed in Section 6.4. Staff are not permitted to work unsupervised in any area until they have been formally assessed and signed off as competent by their trainer or manager.

1.5 Physical Requirements

1. Physical Demands

Working at Eddie's Doggy Daycare is physically demanding. The role requires sustained physical activity throughout the working day, in all weather conditions, and across varied terrain including grass, shingle, concrete, and barn environments.

2.1 Mobility & Endurance

All staff must be able to walk, stand, and move around the site for extended periods without support. The role involves frequent bending, crouching, and reaching, particularly when interacting with smaller dogs, setting up equipment, cleaning, and performing welfare checks. Staff must be able to move quickly and confidently when required — for example, during emergency situations or when intervening to manage dog behaviour.

2.2 Manual Handling

Staff are regularly required to lift and carry dogs, equipment, water containers, bedding, and cleaning supplies. All lifting must be performed using correct manual handling technique in accordance with training provided during induction. Dogs must never be allowed to jump from heights (including vans and crates), which means staff must be physically capable of lifting and placing dogs safely.

2.3 Outdoor Working

The majority of the working day is spent outdoors. Staff must be prepared to work in all weather conditions, including heat, cold, rain, wind, and snow. Appropriate clothing and PPE are provided or required as detailed in Section 4.10.

2.4 Reasonable Adjustments

Eddie's Doggy Daycare is committed to making reasonable adjustments for staff with disabilities or medical conditions, in line with the Equality Act 2010. Any staff member who requires adjustments should discuss their needs with their Manager in confidence, and appropriate arrangements will be made where reasonably practicable without compromising dog welfare or staff safety.

1.6 Manager Roles & Leadership Structure

1. Management Team

Administrative Support (Non-Management): Emma — Daycare Assistant who oversees and supports administration across the site. Emma is not part of the management team and holds no delegated management authority.

2. Reporting Structure

The reporting structure at Eddie's Doggy Daycare is designed to be simple and clear, ensuring that every member of staff knows who to report to and who is responsible for decision-making at each level.

3. Decision-Making Hierarchy

4. Site Assignment

The Site Manager is responsible for consistent leadership at the Harlow site. Cover arrangements during absence are handled by the Owner or a designated senior staff member.

5. Driving & Admin Structure

Jodee and the Owner drive morning and evening routes on most days. During these driving windows, Edward Kirwan (Owner) provides remote operational oversight via approved communication channels. Emma manages administration, scheduling, and compliance documentation, ensuring operational coordination across the site.

Fridays are designated as protected Admin Days for Managers, covering compliance reviews, welfare log audits, training delivery, rota planning, incident follow-up, customer administration, and vehicle compliance checks.

6. Manager Role Definitions

7.1 Edward Kirwan (Owner)

Edward retains overall responsibility for the business, holding the animal activity licence and acting as the named competent person. His responsibilities include maintaining the compliance framework across the site, overseeing the transport operation, delivering and signing off training programmes, supporting Managers with complex decisions, and conducting regular site visits and audits.

7.3 Jodee — Operations & Welfare Standards Manager

Jodee leads all operational standards, dog welfare, and compliance across the site. Her primary responsibilities are welfare monitoring, behaviour escalation, dog grouping decisions, SOP compliance, cleaning and hygiene standards, licensing readiness, emergency procedure maintenance, and COSHH and safety compliance. She is the first point of escalation for all welfare concerns, compliance queries, and inspection-related matters. She holds a Level 3 OFQUAL qualification in dog daycare, making her the business's primary competent person for welfare and licensing knowledge. Jodee does not hold primary responsibility for staff HR matters, disciplinary processes, rota planning, or customer complaints — these sit with the Owner. Jodee reports directly to the Owner and submits a weekly KPI report covering Operational and Welfare metrics by 18:00 every Sunday.

6a. Administrative Oversight — Emma (Non-Management)

Emma works as a Daycare Assistant on site and additionally oversees and supports administration across the site, including compliance documentation, scheduling, communications, booking coordination, and day-to-day administrative support. She is the first point of contact for administrative queries and helps Site Managers stay on top of the paperwork generated by site operations. Emma is not part of the management team, holds no delegated management authority, and is not an escalation point for operational, welfare, safety, HR, or disciplinary matters — all of which sit with Jodee or the Owner. Emma reports to the Manager on duty for her Daycare Assistant work, and to the Owner for administrative oversight.

7. Manager Communication Protocol

All manager communications regarding operational matters must follow the structured reporting format to ensure clarity, accountability, and effective decision-making.

Escalation Routes

1.7 Leadership Behaviour Expectations

1. Leadership Standards

Managers at Eddie's Doggy Daycare are expected to lead by example in every aspect of their role. This means consistently demonstrating the standards they expect from their team, maintaining composure under pressure, and prioritising the welfare of dogs and the wellbeing of staff above convenience or personal preference.

2.1 Proactive Problem Solving

Managers must anticipate potential issues before they arise and take preventative action. This includes reviewing welfare logs proactively, addressing emerging behaviour patterns before they escalate, maintaining equipment and supplies before shortages occur, and resolving staff concerns before they affect performance or morale.

2.2 Clear & Consistent Communication

Managers must communicate clearly, honestly, and consistently with all staff. Instructions must be specific and achievable, feedback must be constructive and timely, and expectations must be applied equally across all team members. Managers must never respond to queries with "I don't know" without then seeking the answer and communicating it promptly.

2.3 Accountability & Ownership

Managers are accountable for the performance of their site and their team. This means taking responsibility for outcomes, addressing underperformance constructively, reporting incidents honestly, and escalating concerns appropriately rather than avoiding difficult conversations.

2.4 Welfare-First Decision Making

Every decision made by a manager must be guided by the welfare of the dogs in our care. Where there is any conflict between welfare and operational convenience, customer preference, or commercial pressure, welfare must always take precedence. Managers must be prepared to make unpopular decisions — such as refusing a dog, restricting attendance, or closing early — when welfare demands it.

2.5 Team Development

Managers are responsible for developing their team's skills, knowledge, and confidence. This includes delivering training effectively, providing regular feedback, supporting professional development, and creating an environment where staff feel confident to ask questions, report concerns, and suggest improvements.

2.6 Reliability & Professionalism

Managers must demonstrate the highest standards of reliability and professionalism. This includes punctuality, preparation, appearance, communication, and conduct. Managers who fail to meet these standards undermine the expectations they set for their team.

1.8 Planned Role Addition — Senior Daycare Assistant / Supervisor

Eddie's Doggy Daycare is in the process of identifying and developing a Senior Daycare Assistant / Supervisor role from within the existing team. This role will provide management cover at the site when Jodee is absent.

The supervisor will be responsible for the shared baseline operational duties — opening, closing, daily briefing, welfare monitoring, incident management, and compliance checklists — but will not hold specialist management accountability.

Formal escalation during cover shifts goes to the absent manager remotely, or to the Owner where the matter requires it.

2.1 Legal Framework

1. Primary Legislation

Eddie's Doggy Daycare holds a licence to provide day care for dogs under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018. These Regulations replaced the previous patchwork of local authority licensing regimes and introduced a single, national framework for the licensing of animal-related activities, including dog daycare.

2. Scope of Regulation

The 2018 Regulations apply both Part A (General Conditions) that govern all licensable activities and Part B (Activity-Specific Conditions) that contain additional requirements specific to dog daycare. Eddie's Doggy Daycare must comply with both sets of conditions in full.

The licence is issued by the relevant local authority for the site and is subject to periodic inspection. The frequency of inspection and the star rating awarded are determined by the local authority based on the level of compliance demonstrated at each inspection.

3. Related Legislation

In addition to the 2018 Regulations, Eddie's Doggy Daycare is also subject to the following legislation, all of which inform our policies and procedures:

2.2 Licence Display & Availability

1. Display Requirements

A copy of the current, valid Animal Activity Licence must be clearly and prominently displayed at each operating site in a location that is readily visible to customers, visitors, and inspectors. The licence must not be obscured, damaged, or out of date.

2. Online Availability

The licence holder's name, licence number, and licence conditions must be made available to customers online, either through the company website or upon request. This supports transparency and demonstrates regulatory compliance to prospective and existing clients.

3. Staff Access

All staff must be able to access and refer to the licence conditions at any time during working hours. A copy of the full licence conditions must be held in the site compliance folder and within the Operations Hub. Managers must ensure that staff understand the key conditions and how they apply to daily operations.

4. Inspection Readiness

In the event of an unannounced inspection, the licence and all supporting documentation must be immediately available for review. Managers must know the location of all compliance documents and be able to present them without delay.

2.3 Scope of Licence

1. Licensed Activity

The licence authorises Eddie's Doggy Daycare to provide day care for dogs only. This means the supervised care of dogs during daytime hours at the licensed premises, with dogs returning to their owners or being transported home at the end of each operating day.

2. Maximum Numbers

the site licence specifies a maximum number of dogs that may be present on the premises at any one time. This number must never be exceeded under any circumstances. All dogs on site — including staff dogs, trial dogs, and dogs awaiting collection — count towards this total.

Managers must maintain an accurate, real-time headcount throughout the day and must refuse additional admissions if the site is at capacity.

3. Species Restriction

Only domestic dogs (Canis lupus familiaris) may be cared for under this licence. No other animals may be brought onto site or cared for as part of the licensed activity.

2.4 Staffing & Supervision

1. Supervision Standard

Dogs must be supervised at all times by a sufficient number of competent staff. At no point during the operating day may dogs be left without direct, in-person supervision by a trained member of staff. Supervision means the ability to observe, intervene, and respond to welfare or safety concerns immediately.

2. Staffing Levels

Staffing levels must be appropriate for the number and needs of the dogs in attendance on any given day. Factors that influence the required staffing level include the total number of dogs, the mix of breeds and temperaments, the presence of puppies or elderly dogs, weather conditions, and the availability of experienced versus trainee staff.

3. Competence Requirement

All staff providing supervision must be competent to do so. Competence means having completed the required training, demonstrated the required skills under observation, and been formally signed off as capable of supervising dogs without direct oversight. New or trainee staff must work under the supervision of a competent colleague until they have been assessed and signed off.

4. Staffing Ratios (Licence Condition 4.2 / Higher Standards)

5. Space Allowance

Each dog must have a minimum of 6 m² of usable space. The Harlow site floor-area calculation against the licensed maximum number of dogs is held in Section 10.1 and is available for inspection.

2.5 Staff Competence & Training

1. Core Competencies

All staff must be trained and assessed as competent in the following areas before they are permitted to work unsupervised with dogs:

2. Training Standards

3. Continuous Development

Competence is not a one-time achievement. All staff are expected to maintain and develop their skills throughout their employment through team meetings, practical workshops, external qualifications, and regular assessment. Any identified gaps in competence must be addressed promptly through additional training and support.

2.6 Environment & Facilities

1. Safety & Security

All areas used for dog daycare must be safe, secure, and escape-proof. This includes indoor areas (barns, rest zones, corridors), outdoor areas (paddocks, exercise areas), and transition zones (gates, loading areas). Fencing, gates, and boundaries must be of sufficient height, construction, and integrity to prevent escape by any dog, including those capable of climbing or digging.

2. Space Requirements

Dogs must have adequate space to move freely, rest comfortably, and engage in play and enrichment activities. Overcrowding must be avoided, as it increases stress, the risk of conflict, and the spread of disease. The layout of the site must allow for effective group management, separation of incompatible dogs, and quiet rest areas.

3. Environmental Controls

4. Visual Retreat & Privacy

A designated area must exist at the Harlow site where any dog can avoid visual contact with other dogs and people. This retreat provision is essential for welfare — it allows dogs that are stressed, overwhelmed, or simply in need of a break to withdraw from the group and regain composure. At Eddie's Doggy Daycare, crate covers are used to create individual visual barriers within rest and indoor areas, ensuring that a dog can be fully hidden from sight while remaining safe, supervised, and comfortable. All staff must respect a dog's use of a covered retreat space and must not remove the cover or force interaction without a valid welfare or safety reason.

Crate Use

Crates are used only as part of a dog's normal daily routine — for rest, feeding, or as a visual retreat — and never as punishment or as a substitute for supervision.

Mixing Puppies with Adult Dogs

Dogs under 12 months are only introduced to adult groups with written owner consent held on ProPet, following assessment, and under direct one-to-one staff observation.

2.7 Cleanliness & Disease Control

1. Cleanliness Standards

The premises must be kept clean and hygienic at all times. This is not limited to end-of-day cleaning — cleanliness is an ongoing, continuous responsibility throughout the operating day. Faeces must be removed promptly from all areas. Urine, vomit, and other bodily fluids must be cleaned and disinfected immediately upon discovery.

2. Approved Disinfectants

Only approved, veterinary-grade disinfectants that are effective against common canine pathogens (including parvovirus, kennel cough, and ringworm) may be used. Products must be diluted strictly in accordance with manufacturer instructions. Over-concentration can harm dogs and damage surfaces; under-concentration renders the product ineffective.

3. Disease Control

Dogs showing signs of infectious disease — including but not limited to coughing, sneezing, nasal or ocular discharge, vomiting, diarrhoea, skin lesions, or lethargy — must be separated from the group immediately. The dog's owner must be contacted without delay, and the dog must be collected as soon as practicable. The affected area must be deep cleaned using infection control procedures (Section 4.3.3).

2.8 Welfare, Enrichment & Exercise

1. The Five Welfare Needs

Every dog in our care must have its five welfare needs met at all times:

2. Enrichment Programme

3. Rest Periods

Rest is a mandatory welfare requirement, not an optional activity. All dogs must receive structured rest periods throughout the day to prevent over-arousal, exhaustion, and stress. Puppies, elderly dogs, and dogs showing signs of fatigue must be rested more frequently. Full details are provided in Section 4.5.2.

4. Welfare Communication

Owners must be informed of any significant welfare or behaviour concerns affecting their dog. Communication must be factual, professional, and delivered through approved channels by a manager or the Owner.

2.9 Feeding & Medication

1. Feeding

Where an owner provides food or feeding instructions, these must be followed exactly as specified. Food must be stored hygienically, handled with clean hands and utensils, and served in clean bowls. Any uneaten food must be removed promptly to prevent spoilage and hygiene risks. Food preparation areas must be cleaned and disinfected after each use.

All dogs must be fed separately unless the owner has provided written consent for communal feeding.

2. Medication Administration

Medication may only be administered to a dog with prior written consent from the owner. The consent must specify the medication name, dosage, frequency, route of administration, and any special instructions. Only staff who have been trained and signed off as competent may administer medication.

3. Medication Records

A complete medication administration record must be maintained for every dose given, including the dog's name, medication name, dose, time administered, and the name of the staff member who administered it. These records must be retained for a minimum of three years and made available for inspection.

2.10 Behaviour Management

1. Pre-Attendance Assessment

All dogs must undergo a structured assessment before being accepted for regular daycare attendance. The assessment evaluates the dog's temperament, social skills, handling tolerance, response to the daycare environment, and overall suitability for group daycare. No dog is guaranteed acceptance, and the assessment is conducted solely in the interests of welfare and safety.

2. Grouping & Monitoring

Dogs must be grouped appropriately based on size, temperament, energy level, play style, and individual needs. Group composition must be monitored continuously throughout the day, and adjustments made as necessary to maintain harmony, prevent conflict, and ensure every dog's welfare is protected.

3. Ongoing Suitability Review

A dog's suitability for daycare is not a one-time determination. Ongoing attendance is subject to continuous review based on the dog's behaviour, welfare, and compatibility with the group. Dogs whose behaviour deteriorates, who pose a risk to other dogs or staff, or whose welfare needs cannot be met in the daycare environment may be subject to restrictions or removal.

2.11 Transportation

1. Vehicle Standards

All vehicles used to transport dogs must be safe, secure, and suitable for the purpose. Vehicles must be regularly serviced, maintained in a roadworthy condition, and equipped with appropriate ventilation and temperature control. Daily vehicle safety checks must be completed and recorded before any journey (see Section 4.2.1).

2. Journey Standards

No dog should be in transit for more than 90 minutes in any single journey. Routes must be planned to minimise journey times and prioritise dog welfare. Drivers must monitor dogs during transport and pull over safely if any welfare concern arises.

3. Loading & Unloading

Dogs must be loaded and unloaded one at a time, using leads and body-barrier techniques to prevent escape. Full procedures are set out in Sections 4.2.2 and 4.2.3. Dogs must never jump from crates or vehicles — they must be lifted or guided carefully to the ground.

2.12 Record Keeping

1. Required Records

The following records must be created, maintained, and retained as a minimum:

2.13 Emergency & Written Procedures

1. Required Written Procedures

The following written emergency procedures must exist, be accessible at the site, and be understood by all staff:

2.14 Compliance Monitoring

1. Manager Responsibilities

Site Managers are responsible for day-to-day compliance monitoring. This includes ensuring that all procedures are followed, records are completed, and any non-compliance is identified and addressed immediately. Managers must conduct regular spot checks and walkthroughs to verify that operational standards are being met.

2. Internal Compliance Checks

Regular internal compliance checks must be carried out to identify and address any areas of non-compliance before they are discovered by an external inspector. The compliance monitoring framework includes daily operational checks, weekly document reviews, monthly management reviews, and quarterly compliance audits.

3. Escalation

Any non-compliance identified by any member of staff must be reported to a Manager immediately. Managers must take corrective action without delay and, where the issue is serious or systemic, escalate to the Owner. Serious compliance failures must be investigated, documented, and followed by a formal review to prevent recurrence.

4. Continuous Improvement

Compliance is not a static target. Eddie's Doggy Daycare is committed to continuous improvement in all areas of operation. Feedback from inspections, incidents, staff observations, and industry best practice is actively sought and used to strengthen our systems, procedures, and standards.

2A.1 Management Structure

1. Strategic Oversight

Edward Kirwan (Owner) holds overall strategic oversight of the business and is the primary competent person under Regulation 7 of the Management of Health and Safety at Work Regulations 1999.

2. Operational Management

The Site Manager (Jodee) is formally appointed as deputy competent person with delegated authority to manage day-to-day operations, make immediate safety decisions, and ensure compliance with all policies and procedures at site level.

Administrative Oversight (Non-Management): Emma is a Daycare Assistant who oversees and supports administration across the site. She is not a Site Manager, holds no delegated management authority, and is not an escalation point for operational, welfare, or safety decisions.

3. Accountability Framework

The management structure operates on the principle that decisions should be made at the lowest appropriate level, with clear escalation pathways for matters that require higher authority. This ensures responsiveness at site level while maintaining strategic oversight and consistency across the business.

2A.2 Delegated Authority

1. Delegated Powers

Site Managers have formally delegated authority to take the following actions without prior approval from the Owner:

2. Escalation to Owner

Matters that must be escalated to the Owner include serious injuries or incidents, potential licence compliance failures, complaints from the public or regulatory bodies, decisions affecting the terms of attendance for any dog, and any expenditure exceeding £100.

2A.3 Owner Oversight Without Daily Presence

1. Oversight Mechanisms

The governance model ensures effective, documented oversight through multiple complementary mechanisms:

2A.4 Monthly Manager Compliance Review

1. Format

The Monthly Manager Compliance Review is a structured 30-minute meeting conducted between the Owner and Site Managers. It follows a standardised agenda to ensure consistency and completeness, and produces documented minutes that form part of the compliance audit trail.

2. Standing Agenda

Each month, the following items are reviewed and recorded:

2A.5 Delegation Matrix

1. Decision Authority

2. Out-of-Hours Authority

When the Owner is uncontactable (and only when uncontactable after reasonable attempts), the Site Manager on duty has full authority to make any decision required to protect the safety of dogs, staff and the public. All such decisions must be documented and reported to the Owner at the earliest opportunity.

3. Review of the Matrix

This matrix is reviewed annually at the start of each calendar year, and additionally whenever the management structure, Owner presence on site, or operational scale changes significantly. Site Managers are consulted on any proposed changes before they take effect.

3.1 Health & Safety Policy Statement

1. Our Commitments

Eddie's Doggy Daycare is committed to:

• Preventing accidents, injuries and ill health in the workplace
• Providing and maintaining a safe working environment for all staff, including safe access and egress
• Ensuring dogs are handled, supervised and cared for safely at all times in accordance with welfare legislation
• Identifying, assessing and controlling risks associated with dog behaviour, transport, weather, cleaning chemicals and the physical environment
• Complying with all relevant Health & Safety legislation, animal welfare regulations and licensing conditions
• Providing appropriate training, information, instruction and supervision to all employees
• Providing and maintaining suitable equipment and personal protective equipment (PPE)
• Consulting with employees on matters affecting their health and safety
• Encouraging a proactive, no-blame approach to reporting hazards, incidents and concerns
• Reviewing this policy at least annually or following any significant incident, change in legislation or operational change

2. Shared Responsibility

3. Policy Communication

This policy statement is:

• Displayed prominently at both the Harlow sites
• Issued to all new staff during induction
• Reviewed annually and re-signed by the Owner
• Available at all times via the Operations Hub

4. Signed

Edward Kirwan — Owner & Licence Holder Date: March 2026 Review Date: March 2027

3.2 Health & Safety Responsibilities

1. Owner — Edward Kirwan

As the sole director, licence holder and employer, Edward Kirwan holds ultimate responsibility for all Health & Safety matters across the site. His duties include:

• Setting the overall Health & Safety policy and standards for the business
• Ensuring adequate resources (financial, equipment and staffing) are provided for safety management
• Appointing competent persons under Regulation 7 of the Management of Health and Safety at Work Regulations 1999
• Approving significant changes to premises, equipment, working practices or risk controls
• Reviewing all serious incidents, enforcement notices and external inspection findings
• Ensuring the Health & Safety policy is reviewed at least annually
• Maintaining employer's liability insurance and public liability insurance
• Overseeing the risk assessment programme and ensuring all assessments are current

2. Site Manager — Jodee

Site Managers are responsible for the day-to-day implementation of Health & Safety policy at their respective sites. Their responsibilities include:

Specific Focus Areas

3. Daycare Assistants & Drivers

All Daycare Assistants and Drivers have legal duties under the Health and Safety at Work Act 1974. Their responsibilities include:

• Taking reasonable care for their own health and safety and that of others affected by their work
• Cooperating with managers on all health and safety matters
• Carrying out daily safety checks as required by opening, closing and operational procedures
• Following all Standard Operating Procedures (SOPs) and training at all times
• Using all equipment, including PPE, correctly and as trained
• Reporting all hazards, defects, incidents and near-misses to a manager immediately
• Not interfering with or misusing anything provided for health and safety purposes
• Attending all required health and safety training sessions

3.3 Risk Assessment Framework

Risk assessments are in place to identify hazards, assess risks and implement control measures.

Risk assessments cover:

• Dog handling and behaviour risks
• Dog-to-dog interactions
• Slips, trips and falls
• Outdoor and weather-related risks
• Manual handling
• Transport and driving risks
• Cleaning chemicals (COSHH)
• Lone working
• Fire and evacuation
• Electrical safety and generator use (Harlow)

Electrical Safety Awareness

All staff should be aware of basic electrical safety principles:

Key Rules:

• Never attempt electrical repairs — always report and escalate
• If you see sparking, burning smell, or tripped circuits → isolate if safe → evacuate area → contact manager
• Generator faults are handled by the approved service contractor only

Risk assessments are:

• Site-specific where required
• Reviewed annually or after incidents
• Available to staff and inspectors

3.4 Daily Health & Safety Checks

1. Opening Checks

The following checks must be completed by the opening manager or delegated staff member before the site is declared open and before the first dog arrives:

2. Mid-Day Checks

During operations, staff must maintain ongoing hazard awareness. Formal mid-day checks include:

• Re-inspection of fencing and gates, particularly after group rotations
• Water station replenishment and cleanliness
• Play surface condition (especially in wet weather)
• Equipment and toy condition following use
• Temperature monitoring — especially during summer months
• Waste removal and hygiene maintenance

3. Closing Checks

At the end of each operating day, closing checks ensure the site is left safe, clean and secure:

• All dogs have departed and are accounted for
• All areas cleaned and disinfected to the required standard
• All equipment stored securely
• All gates, doors and buildings locked
• Waste disposed of correctly
• Utilities checked (lights off, heating adjusted, water off where required)
• Any maintenance issues logged for next-day follow-up

4. Reporting & Escalation

5. Record Keeping

3.5 Accident, Incident & Near-Miss Reporting (Including RIDDOR)

Legal Obligation to Report

The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR) place a legal duty on the employer to report certain work-related accidents, occupational diseases and dangerous occurrences to the Health and Safety Executive (HSE). Reports must be made by the Responsible Person (the Owner) without delay and, where written notification is required, within 10 days of the incident (15 days for over-7-day injuries).

Five Categories of Reportable Incident

1. Work-related deaths — any fatality arising from a work activity, including non-workers (e.g. visitors, customers) killed on site.
2. Specified injuries to workers — including fractures (other than fingers, thumbs, toes), amputations, loss of sight, crush injuries to head/torso, serious burns, scalpings, loss of consciousness from head injury or asphyxia, and any injury requiring resuscitation or >24h hospital admission.
3. Over-7-day injuries to workers — where an employee is incapacitated for routine work for more than seven consecutive days (excluding the day of the accident).
4. Reportable occupational diseases — including occupational dermatitis, occupational asthma, hand-arm vibration syndrome, and any disease attributed to a biological agent (e.g. zoonotic infection from a dog bite).
5. Dangerous occurrences — specified "near-miss" events listed in Schedule 2 of RIDDOR (e.g. collapse of structure, electrical short causing fire, accidental release of a biological agent).

Non-worker injuries (customers, visitors, contractors) are reportable if the person is killed or taken from the site to hospital for treatment of an injury arising out of or in connection with the work activity.

Decision Flowchart

`` Incident occurs │ ▼ Is it work-related? ── No ──▶ Log in accident book only │ Yes ▼ Death / specified injury / >7-day injury / reportable disease / dangerous occurrence? │ ├── No ──▶ Log in accident book, investigate, close out │ └── Yes ─▶ Notify Owner immediately │ ▼ Owner reports to HSE (online via riddor.hse.gov.uk or 0345 300 9923 for fatal/major) │ ▼ Retain copy in RIDDOR file for minimum 3 years ``

Reporting Method

• Online (default) — riddor.hse.gov.uk using the appropriate form (F2508 injury, F2508A disease, F2508 dangerous occurrence).
• Telephone — 0345 300 9923 for fatal and specified injuries only (Mon–Fri, 08:30–17:00).
• A copy of every RIDDOR submission is retained in the RIDDOR file on site for a minimum of three years.

All work-related accidents, incidents and near-misses — whether RIDDOR-reportable or not — are recorded in the accident book, investigated by the manager, and reviewed by the Owner. Trends are reviewed quarterly to drive corrective action.

3.6 First Aid (Human & Canine)

1. First Aid Equipment

All first aid kits are checked weekly by the designated manager and restocked immediately after use.

2. Trained First Aiders

3. Human First Aid Procedure

When a staff member or visitor is injured:

1. Assess the situation — ensure the scene is safe
2. Provide immediate first aid if trained and competent to do so
3. Call for the designated first aider if the injury is beyond basic treatment
4. Call 999 if the injury is serious or life-threatening
5. Record the treatment in the Accident Book and complete an Incident Report
6. Inform the site manager immediately

4. Canine First Aid Procedure

When a dog in our care is injured:

1. Secure the dog safely — use a lead or isolate in a pen
2. Assess the injury calmly; avoid sudden movements that may cause further distress
3. Apply basic first aid if trained (wound cleaning, pressure on bleeding)
4. Contact the site manager immediately
5. Contact the registered veterinary practice if required (Kew Vets Harlow)
6. Contact the dog's owner to inform them of the injury and any treatment given
7. Complete a Dog Incident Report with full details

5. Treatment Records

All first aid treatment — whether human or canine — must be logged:

3.7 Fire Safety & Evacuation

1. Fire Risk Assessments

A formal fire risk assessment is in place for the site and is reviewed:

• Annually by a competent person
• After any fire-related incident or near-miss
• After any significant change to the premises, layout or use
• Following any fire authority inspection

The fire risk assessment is available for inspection at all times and is stored in the compliance folder at the site.

2. Fire Prevention Measures

3. Fire Detection & Warning

4. Evacuation Procedures

Fire Exits & Routes

• Fire exits are clearly marked with illuminated signage at the site
• Fire escape routes are kept clear at all times — no storage in corridors or exit paths
• Routes are checked daily as part of opening procedures

Assembly Points

Evacuation with Dogs

• Dogs must be evacuated on leads where possible
• Secure dogs in groups — do not release dogs to run loose
• Account for all dogs using the attendance register
• Do not re-enter the building until the Fire Service confirms it is safe

5. Fire Warden Duties

At least one trained Fire Warden must be on site during operating hours. Fire Warden duties include:

• Sounding the alarm and initiating evacuation
• Sweeping designated areas to ensure all persons and dogs are evacuated
• Directing staff and visitors to the assembly point
• Accounting for all persons using the staff register
• Liaising with the Fire Service on arrival
• Preventing re-entry until authorised

6. Staff Training

3.8 COSHH (Control of Substances Hazardous to Health)

Legal Requirement

The Control of Substances Hazardous to Health Regulations 2002 (COSHH) require employers to assess, prevent or control exposure to substances that can cause harm — including cleaning chemicals, disinfectants, detergents, dog shampoos, and any product carrying a hazard symbol. Each hazardous product in use must have a current Safety Data Sheet (SDS) and a written COSHH assessment.

Key Controls

• PPE — nitrile gloves and splash-resistant eye protection for all cleaning and disinfection. Overalls or aprons where directed by the COSHH assessment. RPE is not normally required; if a product requires it, it must not be used on site.
• Storage — all hazardous products stored in the locked, ventilated chemical store, kept in original labelled containers, away from food, feed and dog areas, and out of reach of visiting dogs.
• Dilution — products diluted strictly to manufacturer instructions using the dedicated dosing equipment. Never mix products (especially bleach with acids or ammonia).
• Spill response — small spills absorbed with the spill kit located in the chemical store; larger spills isolated, area evacuated, and the manager called. Spill kit contents checked monthly.
• Training — all staff briefed on COSHH at induction and annually; refresher whenever a new product is introduced.

COSHH Folder

A controlled COSHH folder is held on site and contains the current SDS for every product in use, the written COSHH assessment, product-specific PPE and dilution instructions, and the spill response procedure. The folder is the working document for all product-specific detail and is reviewed at least annually and whenever a new product is introduced or an existing one removed.

3.9 Water Safety (Legionella Prevention)

What is Legionella

Legionella is a bacterium found naturally in water systems. It can multiply where water is stored or stagnant between 20°C and 45°C and, if inhaled as a fine aerosol (showers, hoses, sprays, pressure washers), can cause Legionnaires' disease — a potentially fatal form of pneumonia. Employers have a legal duty under the Health and Safety at Work etc. Act 1974 and the Control of Substances Hazardous to Health Regulations 2002 to assess and control this risk.

Site Controls

• A documented Legionella risk assessment is held on site, reviewed every two years and after any significant change to the water system.
• Low-use outlets (taps, hoses, outside taps, showers, eye wash stations used less than once a week) are flushed weekly for at least two minutes at both hot and cold settings. Flushing is logged in the Water Safety Log.
• Hoses, sprays and pressure washers are drained after use and stored dry.
• Any new pipework, tank or outlet is added to the asset list and risk assessment before being brought into use.

Detailed temperature monitoring thresholds, sentinel outlet schedules and tank inspection records are maintained in the Water Safety Log, not in this manual.

3.9a Lone Working

1. When Lone Working May Occur

2. Lone Working Risk Controls

3. Driver Lone Working

Drivers are inherently lone workers during collection and drop-off routes. Additional controls include:

• Drivers must have a working mobile phone at all times
• Route information must be shared with the manager on duty
• Drivers must check in with the site on arrival at and departure from the first and last collection point
• If a driver does not check in as expected, the manager must attempt contact within 15 minutes and escalate if no response

4. Incident Reporting

Any incident, near-miss or concern arising during lone working must be reported to the site manager immediately and documented using the standard Incident Report form. The lone working risk assessment must be reviewed following any such incident.

5. Record Keeping

3.10 Visitor & Contractor Management

Sign-In Requirements

All visitors and contractors must:

• Sign in on arrival (name, company, purpose, time in)
• Sign out on departure (time out)
• Be issued with a visitor badge if staying on site

The visitor log must be retained for a minimum of 3 years.

Contractor Verification

Before work commences, contractors must provide evidence of:

• Public liability insurance (minimum £5 million recommended)
• Relevant qualifications or certifications
• Method statements or risk assessments for high-risk work

This should be verified by a manager before arrival where possible.

Safety Induction

All visitors and contractors must receive a brief safety induction covering:

• Fire exits and assembly point location
• Restricted areas (e.g., dog play areas)
• Emergency procedures
• Key contact (manager on duty)

Escorted Access

• Visitors must be escorted at all times unless pre-approved
• Contractors may work unescorted in designated areas only
• Access to dog areas requires manager approval

Biosecurity

Visitors and contractors should:

• Use hand sanitiser on entry
• Avoid contact with dogs unless authorised
• Report any recent contact with sick animals
• Not bring personal dogs on site

Record Retention

Maintain records of:

• Visitor sign-in logs
• Contractor insurance and qualification checks
• Induction briefings given
• Any incidents involving visitors or contractors

3.10a Transport & Vehicle Safety

1. Vehicle Standards

2. Daily Vehicle Safety Checks

Before the first journey of each day, the driver must complete a full daily vehicle safety check covering:

3. Driver Requirements

4. Loading & Unloading

Safe loading and unloading procedures are critical to preventing dog escapes, injuries and staff harm:

• Only one dog loaded or unloaded at a time
• Van doors secured between each dog
• Dogs placed in individual crates appropriate to their size
• Crate doors locked before moving to next dog
• Visual check of all dogs before departing
• Customer handover must follow the approved protocol (lead, eye contact, gate management)

5. Journey Management

6. Record Keeping

3.11 Weather & Environmental Risks

1. Temperature Monitoring

2. Hot Weather Management

Additional hot weather controls:

• Fresh, clean water available in multiple locations at all times
• Cooling mats, wet towels and paddling pools deployed
• Dogs monitored continuously for signs of heatstroke (excessive panting, drooling, lethargy, collapse)
• Brachycephalic breeds (flat-faced), elderly dogs and puppies given additional monitoring
• Van journeys timed to avoid peak heat; air conditioning used; interior temperature monitored
• Staff provided with sunscreen, water and shade breaks

3. Cold & Wet Weather Management

Additional cold weather controls:

• Heated indoor areas available for rest periods
• Wet dogs dried on return from outdoor areas
• Staff provided with appropriate clothing and PPE
• Outdoor surfaces inspected for ice before each session

4. Wind, Storms & Severe Weather

5. Staff Welfare in Adverse Weather

Staff working outdoors in adverse conditions must be provided with:

• Appropriate PPE (waterproofs, warm layers, sun protection)
• Regular breaks in heated/cooled indoor areas
• Access to hot or cold drinks as appropriate
• Authority to raise concerns about working conditions without fear of reprisal

3.12 Personal Protective Equipment (PPE)

1. PPE Requirements by Activity

2. Employer Responsibilities

• Provide all required PPE free of charge
• Ensure PPE is suitable for the hazard and fits the individual staff member correctly
• Replace worn, damaged or contaminated PPE promptly
• Provide training on correct use, storage and maintenance of all PPE
• Conduct PPE assessments when new hazards are identified or tasks change
• Maintain records of PPE issue and training

3. Staff Responsibilities

• Use all PPE as instructed and trained
• Inspect PPE before each use and report any defects or damage to a manager
• Store PPE correctly after use
• Do not modify, alter or misuse any PPE
• Request replacement PPE when needed — do not continue using damaged equipment
• Attend all PPE training sessions

4. PPE Stock & Maintenance

5. Record Keeping

3.13 Training & Competency

• Health & Safety training forms part of induction
• Ongoing refresher training is provided
• Staff must not undertake tasks they are not trained for
• Training records are maintained and reviewed

Generator Operation Training (Harlow Only)

Only authorised staff may start or stop the fixed outdoor generator. Training must be completed before any unsupervised use.

Training Covers:

• Location and purpose of the generator
• Start-up and shutdown procedure (step-by-step)
• Understanding warning lights and fault indicators
• Exclusion zone — keeping dogs and unauthorised persons clear
• When to contact the maintenance contractor vs. manager
• Location of nearby fire extinguisher

Competency Requirements:

Key Rules:

• Never attempt to repair or modify the generator
• Never operate if fault lights are showing — contact manager
• Never refuel while running
• All faults reported to manager who contacts the service contractor

3.14 Review & Continuous Improvement

1. Review Schedule

2. What Is Reviewed

Each review considers the following:

• Whether existing risk assessments remain valid and sufficient
• Whether control measures are being followed consistently
• Whether any new hazards have been introduced
• Whether there have been incidents, near-misses or enforcement action since the last review
• Whether training is up to date and effective
• Whether equipment, PPE and first aid provisions are adequate
• Whether documentation is complete, accurate and accessible
• Whether staff feedback or concerns have been raised and addressed

3. Staff Involvement

Staff involvement in continuous improvement includes:

• Participating in team meetings where H&S is a standing agenda item
• Reporting hazards, near-misses and improvement ideas
• Contributing to risk assessment reviews
• Providing feedback on the practicality and effectiveness of procedures
• Participating in fire drills and emergency scenario exercises

4. Corrective & Preventive Actions

When a review identifies a gap, deficiency or opportunity for improvement:

5. Non-Compliance

6. Record Keeping

3.15 First Aid Needs Assessment

Legal Requirement

The Health and Safety (First Aid) Regulations 1981 require employers to provide adequate first aid equipment, facilities and trained personnel so that employees can be given immediate help if they are injured or taken ill at work. The level of provision is determined by a first aid needs assessment that considers the nature of the work, the workplace hazards, the size and layout of the site, and lone or remote working.

Minimum Provisions at Eddie's Doggy Daycare

First aid arrangements are reviewed annually, after any incident, and whenever staffing, site layout or activities change.

3.16 Safety Signage Requirements

Legal Requirement

The Health and Safety (Safety Signs and Signals) Regulations 1996 require employers to provide safety signs wherever a significant risk remains after other control measures have been applied. Signs must be clear, in good condition, and use the standard colour and shape conventions (prohibition red, warning yellow, mandatory blue, safe condition green, fire red).

Required Signage by Area

All signs are inspected monthly as part of the site walkaround and replaced immediately if damaged, faded or obscured.

3.17 GDPR & Data Protection

Eddie's Doggy Daycare is legally obliged to handle all personal data in accordance with the UK GDPR and the Data Protection Act 2018. This applies to customer details, dog records, staff personnel files, CCTV footage and any other information by which a living individual can be identified.

Lawful Basis for Processing

Photography & Social Media

Written consent must be obtained from every customer before any photograph or video of their dog is posted on social media, the website or marketing material. Staff must not post images of dogs, the site or other staff to personal social media accounts.

Data Breach Reporting

Any personal data breach likely to result in risk to individuals' rights and freedoms must be reported by the Owner to the Information Commissioner's Office (ICO) within 72 hours of discovery.

Full GDPR policy documentation is held by the Owner and available on request.

4.1.1 Opening Procedure (Harlow)

1. Responsibilities

2. Equipment Needed

3. Procedure

A) Arrival

• Manager arrives 15 minutes before staff
• Unlock gates and main buildings
• Conduct visual safety sweep of car park, fencing, gates and paddock access
• Clock in via system

B) Site Safety Check

🔴 If hazards are found:

1. Isolate the area immediately
2. Document findings with photos if possible
3. Report immediately to Edward Kirwan (Owner)

C) Barn & Paddock Setup

D) Welfare Preparation

• Review Daily Welfare Log
• Identify dogs with medical, behavioural or dietary notes
• Prepare PPE or specialist equipment as needed

E) Staff Arrival & Morning Briefing

F) Final Opening Checks

✅ Harlow is now open.

4.1.2 Closing Procedure (Harlow)

1. Responsibilities

2. Closing Procedure

A) Facility Reset

B) End-of-Day Welfare & Behaviour Check

Document the following:

Escalation Path: Manager → Owner (Edward Kirwan)

C) Van Preparation

D) Site Safety Close

E) Debrief & Handover

Communication: Manager WhatsApp → Edward Kirwan (Owner) (immediate) | Email → Formal issues

✅ Harlow is now closed.

4.1.3 Opening Procedure (Harlow)

1. Responsibilities

2. Equipment / Materials Needed

3. Procedure

A) Arrival

🔴 CRITICAL: Conduct a visual safety sweep of car park, barn exteriors, paddock fencing and shingle areas. Check for debris, wildlife damage, waste or hazards.

B) Paddock & Barn Safety Check

🔴 STOP & ESCALATE: If any hazard cannot be made safe:

• Isolate area
• Document issue
• Contact Edward Kirwan (Owner) immediately
• Dogs must not access unsafe areas

C) Water, Cleaning & Waste Prep

D) Barn Setup

E) Welfare Preparation

🔴 CRITICAL: Review dogs booked for:

• Medical needs
• Behaviour flags
• Puppies
• Anxious dogs

Manager Must: Plan paddock allocations and handling

F) Staff Arrival & Briefing

G) Noise Consideration

Site Note: Harlow has no close neighbours.

Welfare Still Applies:

• Manage barking
• Encourage calm behaviour
• Redirect early

H) Final Opening Checks

✅ Harlow is now open.

Escalation Path: Manager → Owner (Edward Kirwan)

4.1.4 Closing Procedure (Harlow)

1. Responsibilities

2. Equipment / Materials Needed

3. Closing Procedure

A) Facility Reset

🔴 STOP & ESCALATE: If any area cannot be cleaned or made safe:

• Isolate area
• Document issue
• Contact Edward Kirwan (Owner) immediately

B) End-of-Day Welfare & Behaviour Check

🔴 CRITICAL: Record and document:

Escalation Path: Manager → Owner (Edward Kirwan)

C) Van Preparation

Manager Must: Confirm vans are safe and ready for next day

D) Site Safety Close

E) Manager Debrief & Handover

F) Final Walkthrough

Manager performs a final check of all areas.

✅ Harlow site is closed and secured.

Escalation at Any Time: Manager → Owner (Edward Kirwan)

4.2.1 Van Daily Safety Check (Pre-Drive and End of Day)

Responsibilities

Equipment Needed

Pre-Drive Safety Check (Mandatory — before first journey)

Complete via the vehicle reporting app, including photos where prompted.

A) Exterior Walk-Around — 🔴 CRITICAL

B) Cab Check — 🔴 CRITICAL

C) Crate / Load Area — 🔴 CRITICAL

Crate Placement Rule:

• Small dogs in upper crates
• Large / heavy dogs in lower crates
• Crate weight limits must not be exceeded

D) Equipment Check

E) Documentation

Reporting Defects (Mandatory)

Log defects via the reporting app immediately. Contact the Site Manager before continuing for any safety-related defect.

Decision Authority: The Site Manager decides whether the vehicle continues with controls, is swapped / reassigned, or is removed from service.

End-of-Day Check (Mandatory)

Complete once parked at end of shift via the reporting app.

🔴 STOP & ESCALATE

If ANY issue is found, driver informs the Site Manager immediately and does not move the van until cleared.

Non-Compliance

⚠️ Failure to complete checks, report defects, or use the reporting app may result in removal of driving duties and/or disciplinary action.

4.2.2 Loading Dogs into the Van

Responsibilities

Core Safety Principles (Non-Negotiable)

Environmental Check (Before Any Dog Is Moved)

Before opening any van door or crate, visually check:

Parking Guidance: Avoid parking directly outside the customer's front door to reduce anxiety. Park safely, away from customer homes where possible.

Loading Steps — FOLLOW IN ORDER

🔴 Body Positioning Control

🔴 Customer Boundary

Customers must hand the dog over away from the van. Politely redirect customers away if they approach.

🚫 NEVER

ID Tags — Mandatory Off the Premises

Every dog must wear a collar with an Eddie's Doggy Daycare ID tag showing the business name and phone number whenever it is off the premises, including in the van and on walks. Tags are carried in the van, one per dog, and checked as part of the Van Daily Safety Check. A dog must not travel without a tag.

4.2.3 Unloading Dogs from the Van

Core Safety Principles (Non-Negotiable)

Procedure — 🔴 CRITICAL

🚫 NEVER

4.2.4 Crate Handling and Multi-Dog Vans

Responsibilities

Core Rules (Non-Negotiable)

Body Positioning Control

When opening / closing any crate:

Leads and Bungee Leads

Standard Leads

Bungee Leads (Restricted Use)

Crate Allocation and Compatibility

Lifting Dogs (Manual Handling)

Correct Technique

Upper Crates

Managing Arousal / Noise in Vans

Prohibited Actions

Escalation

Contact the Site Manager immediately if:

Training & Review

All transport staff must be trained on this procedure before working alone. Review annually and after incidents.

4.2.5 Driving Behaviour and Dog Monitoring During Transport

Drivers MUST

Dog Monitoring During Transport

🔴 STOP & ESCALATE

If concern:

1. Pull over safely (hazards on, handbrake on, engine off where appropriate)
2. Visually assess without opening rear unless safe
3. Contact the Site Manager immediately
4. Follow management instruction before resuming

4.2.6 Vehicle Accident and Breakdown Procedure

Key Principles

Vehicle Accident Procedure

Vehicle Breakdown Procedure

If Dogs Must Be Moved (Management-Led)

Dogs are only moved from the vehicle if instructed by the Site Manager or emergency services, or if remaining in the vehicle creates immediate danger (e.g. smoke / fire).

What NOT To Do

Reporting and Documentation

Once safe and resolved:

Management will review and arrange repairs and any retraining required.

4.2.7 Dog Escape During Transport

Key Principles

Immediate Actions (First 60 Seconds)

If the dog is heading into immediate danger (e.g. road): Call 999 for immediate risk to life and inform the Site Manager.

If the Dog Is Still in Sight

If the Dog Is Out of Sight

Customer Interaction

After the Dog Is Recovered

What NOT To Do

4.2.8 Route Planning and Scheduling

Responsibilities

Core Principles

Route Rules — Standard

Route Planning Process

Step 1: Gather Information

Step 2: Build Routes

Step 3: Validate Routes

Step 4: Communicate Routes

Scheduling Standards

Route Changes

Mandatory Communication Format: "Issue → Action Taken → Proposed Solution → Decision Needed"

Managing Changes

Dog Welfare During Transport

Driver Fatigue Management

🔒 Transport Non-Negotiables

Documentation

Route Optimisation Review

Training Requirement

All staff involved in transport must complete Transport SOP training and sign off competency.

Escalation

Contact the Site Manager immediately if:

4.2.9 Key Handling and Entering Customer Homes

Responsibilities

Key Security Rules

Keys are held on behalf of customers and must be treated as controlled items.

Keys Must Never Be:

Lost or damaged keys: Report immediately to the Site Manager — this is an immediate escalation.

Before Entering a Property

Entering and Moving Within the Home

Dog Handling Inside the Home

Leaving the Property

Lone Worker Safety

Customer Interaction Boundaries

Prohibited Actions

4.3.1 Daily Cleaning & Hygiene Procedure

Cleaning Model

Morning Hygiene Check (Manager OR First Staff Member)

Midday Spot Cleaning

End-of-Day Full Clean

COSHH & Safety Controls

4.3.2 Barn Cleaning Procedure

Morning Hygiene Check

Spot Cleaning

End-of-Day Full Clean

4.3.3 Infection Control Cleaning

Triggers

Procedure

Records Required

4.3.4 Deep Cleaning Procedure

Frequency

Weekly or as directed by Manager.

Procedure

Manager sign-off required.

4.3.5 Bowls, Bedding & Laundry

Bowls

Bedding

Laundry (Off-Site)

Eddie's does not operate an on-site washing machine. All soiled bedding is laundered off-site by managers/staff at their own homes under the following controls:

4.3.6 Vehicle Cleaning & Hygiene

Daily (After Routes)

Weekly

4.3.7 Office & Staff Area Cleaning

Daily

Weekly

Managers verify standards.

4.3.8 Kitchen & Food Prep Area Cleaning

After Each Use

Daily

Food hygiene rules must be followed at all times.

Licensing & Compliance

This section meets the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018, including cleanliness, infection control, safe chemical use, and prevention of disease spread.

4.4.1 Daily Behaviour & Welfare Monitoring

1. Responsibilities

2. Formal Welfare Check Points (MANDATORY)

3. Observation Levels

4. Communication & Records

5. Compliance

4.4.2 New Dog Assessment & Introduction

1. Responsibilities

2. Pre-Daycare Screening (MANDATORY)

Dogs may be declined before trial if risks are identified.

3. Trial Day Assessment

All new dogs attend an assessment day. The purpose is to assess welfare, not to guarantee acceptance.

4. Introduction Process

Introductions must be: Controlled | Gradual | Manager-led

Dogs are never placed directly into large groups.

5. Behaviour Assessment Criteria

6. Possible Outcomes

7. Communication with Owners

No guarantees are made at trial stage.

8. Documentation

All records retained for licensing.

9. Compliance

4.4.3 Animal Handling

1. Handling Principles (NON-NEGOTIABLE)

2. Responsibilities

3. Approved Handling Equipment

4. Safe Handling Practices

5. Lifting & Physical Support

6. Separation & Intervention Handling

7. Handling During Transport

8. Handling Puppies, Elderly & Vulnerable Dogs

9. Escalation

If a dog cannot be handled safely:

1. Remove from situation if possible
2. Inform Manager immediately
3. Escalate to Edward Kirwan (Owner) if ongoing or serious

10. Compliance

4.4.4 Behaviour Intervention (Managing Arousal, Stress & Drive)

1. Core Principles (NON-NEGOTIABLE)

2. Responsibilities

3. Recognising Early Signs (INTERVENE EARLY)

4. Levels of Behaviour & Required Response

5. Approved Intervention Techniques

6. Time-Outs & Rest Periods

Time-outs are used to support regulation, not punishment.

7. Managing High Drive & Repeated Behaviours

8. Escalation & Documentation

9. Compliance

4.4.5 Behaviour Documentation & Communication

1. Core Principles

2. Responsibilities

3. What Must Be Documented

4. Documentation Standards

5. Communication Channels

Internal

External

6. Owner Communication Guidelines

7. Confidentiality & Professionalism

8. Escalation

Repeated or serious behaviour concerns must be escalated:

Staff → Manager → Edward Kirwan (Owner) → External support (if required)

9. Compliance

4.4.6 Welfare Escalation

1. Core Principles

2. Responsibilities

3. Escalation Triggers (MANDATORY)

4. Escalation Levels

5. Immediate Control Measures

6. Owner Communication

7. Documentation

Records must be accurate and timely.

8. Removal or Suspension from Daycare

Decisions are made by Edward Kirwan (Owner), prioritising welfare and safety.

9. Compliance

4.5.1 Enrichment & Daily Activity Planning

1. Enrichment Philosophy

At Eddie's Doggy Daycare, enrichment is primarily social. Our focus is on:

This type of enrichment cannot be replicated in public spaces and is central to our daycare model.

2. Responsibilities

3. Enrichment Rules (NON-NEGOTIABLE)

4. Approved Enrichment Types

Social Enrichment (Primary)

Mental Enrichment

Calming Enrichment

5. Toy Use & Controls

6. Puppy Enrichment

Puppies follow short, structured cycles:

Puppies are not exposed to prolonged stimulation.

7. Monitoring & Intervention

8. Documentation & Escalation

• Repeated enrichment-related issues must be recorded
• Escalation follows: Staff → Manager → Edward Kirwan (Owner)

9. Daily Enrichment Programme

A tired dog doesn't only come from a long walk or a long game of fetch. Like humans, dogs can be tired by mental work such as learning. Studies show that around 20 minutes of mental enrichment is roughly as effective an energy outlet as 60 minutes of walking. Structured enrichment reduces boredom-related behaviours and builds confidence through learning and problem solving.

9.1 Benefits of the Enrichment Programme

9.2 Daily Schedule

All activities remain staff-led and subject to the non-negotiable rules in §3. Managers adjust timings to match group energy, weather, and welfare observations.

9.3 Grooming During Welfare Checks

During welfare checks, dogs are inspected for matting, knots, and potential areas of discomfort caused by their coat. Grooming takes place during quiet times to encourage down time and avoid over-arousal.

9.4 Socialisation Approach

Dogs are socialised in a classroom-style environment. Socialisation is delivered through daily dog-to-dog and dog-to-human interaction, with staff actively handling dogs and monitoring play. During quiet times staff continue to reinforce calm group behaviour and one-to-one interaction.

9.5 Approved Play & Enrichment Activities

Daily Exercise Plan (Higher Standard — Required)

Every dog receives a minimum of two 20-minute exercise sessions per day, in addition to free play and enrichment.

4.5.2 Rest Periods & Rest Area Management

1. Core Principles (NON-NEGOTIABLE)

2. Responsibilities

3. When Rest is Required

4. Signs a Dog Needs Rest

5. Rest Areas

Rest areas are not isolation for punishment.

6. Rest Period Management

7. Puppies & Vulnerable Dogs

8. Monitoring & Escalation

9. Documentation

10. Compliance

4.5.3 Puppy Care & Socialisation

1. Definition of a Puppy

2. Core Principles (NON-NEGOTIABLE)

3. Admission Requirements

4. Socialisation Guidelines

Puppies Must:

5. Enrichment & Activity Structure

Puppies follow structured cycles:

High-impact or prolonged play is not permitted.

6. Rest Requirements

7. Handling & Safety

8. Monitoring & Welfare Checks

9. Escalation & Removal

Decisions are based solely on welfare and development.

10. Documentation

11. Compliance

4.6 New Dog Assessment, Introduction & Bonding

Bonding & Assigned Collector Requirement (MANDATORY)

To promote welfare, reduce transport-related stress, and improve long-term safety, the daycare assistant or driver who will regularly collect the dog must be involved in the initial assessment and introduction wherever possible.

This Staff Member Should:

Timing Requirements

Purpose of This Requirement

This is a welfare-led operational control and forms part of Eddie's Doggy Daycare's commitment to continuity of care.

Integration with SOP 4.4.2 — New Dog Assessment & Introduction

This bonding requirement supplements the main New Dog Assessment SOP (4.4.2), adding specific focus on:

4.8 Staff Conduct & Communication — Overview

General Communication Rules

Customer Contact Restrictions

Behaviour & Welfare Updates

Complaints Handling

4.8.1 Professional Conduct

1. Purpose

To ensure all staff behave professionally, uphold business values, protect welfare, and represent Eddie's Doggy Daycare positively at all times.

2. Scope

All staff, managers, trainees, and bank staff.

3. Core Conduct Standards

A) Professionalism

Staff must:

• Treat colleagues, customers, and dogs with respect
• Speak positively about the business
• Maintain calm, consistent behaviour
• Wear appropriate clothing/PPE
• Maintain good personal hygiene
• Avoid swearing or inappropriate language on site

B) Physical Behaviour

Staff must NEVER:

• Shout at a dog
• Hit, grab, or physically correct a dog
• Drag a dog on a lead
• Corner an anxious dog
• Use intimidation, frustration, or force

C) Mental State & Energy Management

Staff MUST bring:

• Calm energy
• Positive tone
• Quiet, controlled movements

Dogs reflect staff energy levels — this is a welfare issue.

D) Phone Use (Work Purposes Only)

Phones may only be used for:

• Photos/videos for social media
• Business communication
• Emergencies

Not permitted: personal scrolling, messaging, social media browsing. Managers are responsible for enforcing this rule on shift.

E) Respect for Management Decisions

Staff must follow manager instructions unless doing so would be unsafe. Managers are supported by the Owner and Admin Lead.

4.8.2 Internal Communication

1. Purpose

To ensure clear, consistent communication across the site between staff, managers, and leadership.

2. Communication Rules

A) Team WhatsApp / Zenzap Usage

Permitted:

• Work updates
• Route changes
• Incidents (structured reporting)
• Questions when clarification is needed

Not permitted:

• Complaints
• Drama
• Vague comments ("Someone needs to fix…")
• Frustration messages

B) Reporting Format

All issues must use the ISSUE → ACTION → SOLUTION → DECISION NEEDED structure.

Example:

This prevents chaos and puts accountability on the reporting staff member.

C) Direct Messages to the Owner

Staff must not message the Owner directly except for:

• Emergencies
• Serious welfare concerns
• Site closures
• Critical staff shortages

Everything else follows the escalation chain: Staff → Manager → Admin Lead → Owner (if needed).

D) Manager Standards

Managers must not respond with "I don't know". Managers must:

• Give an answer
• Seek the answer
• Provide clarity
• Use the manual first
• Bring solutions, not problems

The objective is to remove dependency on the Owner for day-to-day decisions.

4.8.3 Customer-Facing Communication

1. Purpose

To ensure consistent, professional communication with customers at all times.

2. Rules

• Be warm, friendly, and professional
• Never discuss internal problems
• Never blame other staff
• Use "we", not "I"
• Respond in a timely manner
• Never promise something that has not been approved by management
• Keep communication short and clear

3. Difficult Situations — Template Responses

A) Behaviour Concerns

> "We've noticed behaviour today that we'd like to monitor. Our team will keep you updated."

B) Injury (Minor)

> "A small scrape occurred during play today. It has been cleaned and monitored."

C) Injury (Moderate / Serious)

Managers must communicate directly with the customer — not assistants.

D) Customer Complaints

Complaints are handled by Edward Kirwan (Owner) in the first instance, and escalated to the Owner if they relate to licensing or welfare.

4.8.4 Manager–Staff Communication

Key Manager Responsibilities

Communication Standards

4.8.5 Social Media & Photo Use

Key Rules

Photo/Video Guidelines

Approval Process

4.8.6 Staff Energy, Body Language & Dog Interaction

Standards

Body Language Guidelines

Interaction Principles

4.9 Temperature, Heat & Noise Management

Overview

This section covers all SOPs related to temperature monitoring, weather management, ventilation, and noise control. These procedures ensure dog welfare and comfort in all environmental conditions.

Included SOPs