Site Policies & Procedures

Eddie's Doggy Daycare — Terms & Conditions and Privacy Policy

1. Company Information

Eddie's and Eddie's Doggy Daycare are trading names of Eddie's Doggy Daycare Limited (Company No. 09912605), a company registered in England at 494 Woodborough Road, Nottingham, NG3 5HB.

2. Acceptance of Risk

We feel it's important for you to know that although we do everything we can to ensure the safety and happiness of your dog, there are some risks involved with our activities that you should be aware of — risks most of which are present in everyday life for your dog in situations they will be in even out of daycare.

Dogs will play together in supervised groups. While all reasonable precautions are taken, scratches, nicks, and minor injuries can occur during normal play. By signing our admission form, you acknowledge and accept this inherent risk.

3. Keys & Property Access

Customers agree to provide us with a set of keys, as we use a route optimiser for our pick-up and drop-off service each day. Keys are securely stored in a locked, coded key safe at the daycare premises. Each key is tagged with a reference number only — no addresses or customer names are stored with the physical key. In the event of lost keys, Eddie's will cover the cost of replacement locks up to a reasonable amount.

4. Lead Walking & Transport

• Customers agree to allow us to walk their dog on a lead to and from our vehicles, using a well-fitted collar and/or harness.
• Customers agree to allow us to transport their dog in any of our vans to any required location associated with the daycare service.
• All vehicles are fitted with individual crates, air conditioning, and heating. Dogs are secured at all times during transit.

5. Neutering Policy

It is important to plan for the future when it comes to neutering and spaying. We have a full Neutering & Spaying Policy (EDDC-POL-021) which forms part of these terms and conditions. Customers agree to comply with any neutering recommendations made under our Traffic Light System, including the possibility that unneutered dogs displaying persistent behavioural concerns may be asked to leave daycare until the procedure is completed.

6. Socialisation & Group Play

Dogs mixing with other dogs is a vital part of their life and socialisation. At Eddie's, dogs are never left together without direct supervision. Dogs are grouped by size, temperament, and energy level. New dogs undergo a structured introduction process (EDDC-POL-014) before joining general groups.

7. Health & Vaccination Requirements

All dogs must be fully vaccinated before attending daycare. Proof of vaccination must be provided at admission and kept current. Required vaccinations are Distemper, Infectious Canine Hepatitis (adenovirus), Parvovirus and Leptospirosis, plus Kennel Cough. The primary course must be completed at least 2 weeks before the first day of attendance, and only UK-licensed vaccines are accepted. Dogs showing signs of illness, parasites, or contagious conditions will not be admitted and must not attend until cleared by a veterinary professional.

8. Fees & Payment

• Daycare fees are charged per session as listed on our current price list.
• Payment is due in advance or on the day of attendance via the methods specified.
• Outstanding balances exceeding 14 days will result in suspension of the daycare service until cleared.
• No refunds are given for cancelled sessions with less than 24 hours' notice.

9. Photography & Social Media

Eddie's Doggy Daycare regularly photographs and videos dogs during their sessions for use on our social media platforms, website, and marketing materials. By agreeing to these terms, customers consent to their dog being photographed and featured unless they notify us in writing to opt out.

10. Liability & Insurance

Eddie's Doggy Daycare holds comprehensive public liability insurance. While we take every reasonable precaution, we cannot be held liable for injuries or illnesses that occur as a natural consequence of dogs socialising and playing together. Any veterinary treatment required as a result of an incident at daycare will be handled in accordance with our Incident Report Policy (EDDC-POL-020). The decision on veterinary treatment will always prioritise the welfare of the dog.

11. Data Protection & Privacy

Eddie's Doggy Daycare Limited is committed to protecting your personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We collect and process personal data (name, address, phone number, email, emergency contacts, dog medical records) solely for the purpose of providing our daycare service. Data is stored securely on our ProPet management system and is not shared with third parties except where required by law or for veterinary emergencies. Customers may request access to, correction of, or deletion of their personal data at any time by contacting management.

12. Termination

Either party may terminate the daycare arrangement with 7 days' written notice. Eddie's reserves the right to immediately refuse service to any dog that poses a safety risk to other dogs, staff, or the public, without refund for any pre-paid sessions.

13. Changes to Terms

These terms and conditions may be updated at any time. Customers will be notified of material changes via email or our customer communication channels. Continued use of the service after notification constitutes acceptance of the updated terms.

Staff Training Policy

1. Policy Statement

Eddie's Doggy Daycare is committed to investing in its people. We believe that a well-trained team is the foundation of excellent animal welfare, customer satisfaction, and regulatory compliance. All training is designed to meet or exceed the standards expected by our licensing authority under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018.

2. Induction Training

All new staff members will be given a starter pack and employee handbook when they begin employment. The induction programme is structured around our Staff Training Checklist (EDDC-POL-003) and includes:

• Administrative onboarding: Completion of new starter paperwork, bank details, login credentials for Path HR and ProPet systems
• Policy review: Reading and confirming understanding of all operational policies contained in Section 11 of this manual
• Facility orientation: Full tour of the site including fire safety equipment, emergency exits, first aid supplies, and cleaning stations
• Software training: ProPet system (checking in dogs, kennel views, star ratings, incident report logging)
• Manual handling: Completion of manual handling awareness course before commencing physical duties

Each area of training must be signed off by both the trainee and a supervising manager. No staff member may work unsupervised until all induction elements have been completed and signed off.

3. Practical Skills Training

Following induction, all staff complete a structured practical training programme covering:

• Opening and closing procedures
• Cleaning standards and disinfection protocols
• Van cleaning and vehicle management
• Area management (barns, indoor areas, outdoor spaces)
• Feeding routines and lunch monitoring
• Whiteboard and area chart management
• Welfare checklist completion
• Toy inspections and enrichment delivery

4. External Training & Professional Development

Our staff are encouraged to further their skills by taking part in recognised external courses. Eddie's Doggy Daycare will pay for employees to complete the following, subject to their length of employment:

• OFQUAL-regulated qualifications in animal care and management (up to Level 3)
• Canine First Aid certification (via Animal Courses Direct or equivalent)
• Fire Safety Awareness and Fire Warden training (via High Speed Training or equivalent)
• Manual Handling and Health & Safety courses as required

Employees who leave within 6 months of completing a company-funded course may be required to reimburse a pro-rata portion of the training costs, as specified in their employment contract.

5. Ongoing & Continuous Professional Development

Eddie's has a close working relationship with Dog Trainer & Behaviourist Heath Ross (HPDT). Our employees have studied his online training material — including Rapid Recall, Outstanding Obedience, Perfect Puppy, and Harmonious Hellos — to strengthen their understanding of canine behaviour and positive reinforcement techniques.

Health & Safety Refreshers: All staff complete annual refresher training across 13 core H&S topics (see Section 3 and the H&S Training Guides suite). Completion is tracked via the Staff Training Record and Manager Training Dashboard.

6. Annual Appraisals

Each staff member participates in an annual appraisal meeting with management. The appraisal covers:

• Review of performance against role expectations
• Planned continued professional development and career goals
• Recognition of knowledge gaps and training needs
• Discussion of any concerns (welfare, conduct, or operational)
• Cases of misconduct (staff or dogs) requiring documentation
• Options for progression within the organisation

Appraisal outcomes are documented and retained in the employee's personnel folder. Any agreed training actions are added to the Staff Training Record with target completion dates.

7. Training Records

All training — induction, practical, external courses, refreshers, and presentations — is recorded on the Staff Training Record Form. Managers maintain oversight via the Manager Training Dashboard, which tracks completion rates and identifies overdue items.

8. Review

This policy is reviewed annually or following any significant incident, change in legislation, or operational update. All staff will be notified of any changes and required to confirm they have read and understood the updated policy.

New Starter Training Checklist

1. Administrative Induction

The following administrative tasks must be completed on or before the new starter's first day:

2. Policy Review

The new starter must read and confirm understanding of all key operational policies. A manager must verify understanding through discussion, not simply a signature.

3. Systems Training

4. Facility Tour & Safety

5. Practical Skills Training

Each practical skill must be demonstrated by a trainer, practised by the new starter, and then signed off by a manager or senior staff member.

6. Dog Pick-Up / Drop-Off Training

7. Health & Safety Training

All 13 core H&S topics must be completed within the first 8 weeks of employment. See the H&S Training Guides suite and Staff Training Record for tracking.

8. Final Sign-Off

Transport & Vehicle Policy

1. Scope

This policy applies to all employees who use a company vehicle for any purpose, including during and outside of work hours where the vehicle is assigned to them.

2. Qualifying for a Company Vehicle

Employees may qualify for a company vehicle if they are employed as a full-time Daycare Assistant and require a vehicle for their daily duties (pick-ups, drop-offs, and site transfers).

Eligibility criteria:

• Must be aged 21 or over
• Must hold a valid full UK manual driving licence
• Must have no more than 3 penalty points on their licence
• Must successfully complete a driving assessment with a qualified instructor arranged by Eddie's
• Must declare any driving convictions, bans, or pending prosecutions at the point of application and immediately upon any change

3. Employee Responsibilities

All employees assigned a company vehicle must:

• Maintain a proper and current driving licence at all times
• Notify management immediately of any licence changes, penalty points, or driving-related citations
• Follow all safe driving practices and obey all traffic regulations at all times
• Ensure all human occupants wear safety belts
• Complete the daily vehicle checklist before the first journey of each day
• Report when the vehicle is due for servicing, MOT, or when any warning lights appear
• Not use the vehicle for non-business purposes without prior written authorisation
• Park in safe and legal areas at all times
• Keep the vehicle clean, tidy, and free from personal belongings
• Never operate the vehicle under the influence of alcohol, controlled substances, or any medication that impairs driving ability
• Never carry unauthorised passengers (hitchhikers, personal acquaintances during work hours)
• Never use a mobile phone while driving (hands-free systems may be used for navigation only)

4. Financial Responsibility

The employee is financially responsible for:

• All parking fines, traffic violations, and associated administrative fees incurred while the vehicle is in their care
• The insurance excess in the event of an at-fault accident (capped at the policy excess amount)
• Valet or professional cleaning costs if the vehicle is returned in an unacceptable condition as determined by management

5. Dog Transportation Standards

All dogs must be transported in compliance with the following requirements:

• Crating: Every dog must be placed in an individual, secure, appropriately sized crate within the vehicle. Crates must be clean, dry, and free from sharp edges or damage.
• Ventilation: Sufficient airflow must be maintained at all times. Windows or vents must be partially open where safe to do so, and air conditioning must be used in warm weather.
• Temperature monitoring: The driver must monitor vehicle temperature throughout each journey. If the internal temperature exceeds 24°C, air conditioning must be activated. Dogs must never be transported when the vehicle interior exceeds 26°C.
• Journey duration: Individual dog journey times should not exceed 60 minutes. Where longer journeys are unavoidable, a rest stop with access to water must be provided.
• Supervision: Dogs must never be left unattended in a vehicle. Dogs must never be left in a stationary vehicle even briefly, with or without the engine running or air conditioning active. If the driver must leave the vehicle (for example to collect a dog from a customer’s home), the dogs already loaded must remain under the direct supervision of a second member of staff, or the vehicle must be empty. g., collecting a dog from a customer's home), the engine must remain running with air conditioning active,
• Water: Fresh water and non-spill bowls must be carried in every vehicle at all times.
• Loading and unloading: Dogs must always be loaded and unloaded on the pavement side, never the road side. Bungee leads must be used to secure dogs during the short walk between vehicle and premises.
• Incident reporting: Any incident during transportation — however minor — must be logged on the Incident Report system (ProPet) before the end of the working day.

6. Vehicle Maintenance

• All company vehicles are serviced in accordance with the manufacturer's schedule
• MOT, insurance, and road tax are managed centrally by the Owner
• Drivers must report any defects, warning lights, or unusual sounds immediately
• Vehicles with safety defects must not be used until repaired

7. Accident Procedure

In the event of a road traffic accident:

1. Ensure the safety of all occupants and dogs
2. Call emergency services if anyone (human or animal) is injured
3. Exchange details with the other party (name, insurance, registration)
4. Take photographs of the scene, all vehicles involved, and any damage
5. Do not admit liability at the scene
6. Notify management immediately by phone
7. Complete a written accident report within 24 hours
8. If dogs are distressed or injured, contact the registered vet for guidance

8. Breach of Policy

Any breach of this policy will be investigated and may result in disciplinary action up to and including dismissal. Serious breaches (driving under the influence, deliberate misuse of vehicle, endangering animals) will be treated as gross misconduct.

Dog Identification

Every dog transported must wear a collar and an Eddie's Doggy Daycare ID tag bearing the business name and contact telephone number. Spare tags are kept in every vehicle and their presence is confirmed on the Van Daily Safety Check.

Daily Vehicle Cleaning Standards

1. Scope

These standards apply to all company vehicles used for dog transportation, regardless of the number of dogs carried or the length of journeys completed that day.

2. Daily Cleaning Checklist

The following tasks must be completed every day after the final drop-off and before the vehicle is parked for the night:

3. Weekly Deep Clean

In addition to daily cleaning, every vehicle must receive a weekly deep clean, typically on Fridays or the last working day of the week:

• Full interior steam clean or deep scrub of all surfaces
• Crate removal and individual cleaning with extended disinfectant contact time
• Window cleaning (interior and exterior)
• Full exterior wash
• Air freshener replacement
• Inspection of crate condition — report any damage or wear

4. Sign-Off

Each daily clean must be signed off by the driver responsible for the vehicle. Management will conduct random spot checks to verify compliance. Vehicles found below standard will be flagged and the responsible driver will be required to re-clean immediately.

5. Non-Compliance

Repeated failure to maintain vehicle cleaning standards will be addressed through the performance management process. Persistent non-compliance may result in the vehicle being reassigned and disciplinary action.

Diet & Hygiene Policy

1. Water Provision

Access to fresh, clean drinking water is a non-negotiable welfare requirement. The following standards apply at all times:

• Multiple water buckets and bowls (including low-level bowls for small breeds and puppies) must be placed in every daycare area
• Water stations must be distributed to minimise competitive or resource-guarding behaviours
• All dogs must have continual, unrestricted access to fresh, clean drinking water at all times — except during transportation, when non-spill bowls and water bottles must be carried in every vehicle
• Staff must check all water buckets and bowls at least hourly throughout the day, topping up, cleaning, or replacing as needed
• Water intake is monitored as part of the daily welfare check and any dog showing reduced intake is flagged on the welfare register

2. Feeding — General Principles

• Eddie's Doggy Daycare does not prepare or supply food. All food is provided by the dog's owner, brought in a labelled lunchbox
• Food must be matched to the individual dog's age, breed, health status, weight, and activity level
• Changes to a dog's diet must never be made suddenly — we will never feed a dog someone else's food or substitute with alternative food if the owner forgets to send lunch
• If a dog's lunch has not been provided, management will contact the owner. The dog will not be fed unless the owner provides specific instructions and authorisation
• Dogs should be fed at least two hours before morning transportation to minimise travel sickness

3. Puppy Feeding Protocol

Puppies requiring lunchtime feeds at daycare follow a structured protocol:

1. A dedicated staff member supervises the entire feeding period
2. Food and water intake is recorded on the Lunch Monitoring Form (EDDC-POL-008) for every feed session
3. Feeding times are structured into the daily routine to maintain consistency
4. Any unusual eating behaviour — refusal to eat, vomiting, excessive speed, or guarding — is noted on the monitoring form and reported to management
5. Dogs should be fed at least two hours before morning transportation to minimise travel sickness

4. Food Storage & Hygiene

• Raw food must be stored in the designated 'dog food' refrigerator immediately upon arrival. Raw food must never be stored alongside human food, cleaning products, or medication.
• Dry food must be stored in sealed, airtight containers, elevated off the floor and away from moisture, heat, and direct sunlight
• All food storage areas must be protected from vermin — checked daily for signs of pest activity
• All bowls, feeding utensils, and receptacles must be cleaned and disinfected after every use
• The 'dog food' fridge is cleaned weekly and checked daily for expired or spoiled items
• Staff must wash their hands before and after handling any food

5. Treats & Enrichment Food

• Treats used for training and enrichment must be commercially produced and suitable for dogs
• Staff must check treat suitability against any known allergies or dietary restrictions recorded on the dog's ProPet profile
• Treats must be stored in sealed, labelled containers
• No human food may be given to dogs at any time

6. Review

This policy is reviewed annually, or immediately following any food-related incident, allergy reaction, or change in food safety guidance.

Lunch Time Cleaning Standards

1. Scope

These standards apply every day that puppy feeding takes place. The feeding area is typically used for up to three feed sessions per day (depending on the number of puppies and their individual schedules). Each session has its own cleaning requirements, with a comprehensive deep clean after the final feed.

2. Post-Feed Cleaning Checklist

The following tasks must be completed after every feed session:

3. End-of-Day Deep Clean (After Final Feed Only)

In addition to the standard post-feed tasks, the following must be completed after the last feed session of the day:

4. Products

• Crate disinfection: RSPCA Anti-Viral Surface Cleaner or Pro-Kleen Kennel Kleen (diluted as per manufacturer's instructions)
• Bowl washing: Hot water with pet-safe detergent, followed by rinse, or run through dishwasher on hot cycle
• Surface cleaning: Flash Multi-Surface Cleaner for counters; Pro-Kleen for floor

5. Accountability

The staff member responsible for supervising the feed session is also responsible for completing the cleaning. The manager on duty will verify the standard of cleaning before the area is signed off. Repeated failure to maintain standards will be addressed through the performance management process.

Lunch Monitoring Form

1. Instructions

• Complete one row per puppy for each feed session
• Record the actual time food is placed in the crate and the time bowls are removed
• Note the percentage of food consumed (e.g., "All", "3/4", "1/2", "Refused")
• Record water intake as "Normal", "Low", or "None"
• Use the observations column to note any concerns: refusal, vomiting, guarding, lethargy, excessive speed, loose stools
• The supervising staff member must sign each session
• At the end of each feed, photograph the completed form and upload to the Docs WhatsApp group

2. Monitoring Form Template

Date: _______________ | Site: _______________

3. Escalation Triggers

The following observations must be reported to management immediately — do not wait until the end of the day:

4. Record Retention

Completed Lunch Monitoring Forms are retained for a minimum of 12 months. They form part of the welfare documentation that may be reviewed by the licensing authority during inspections.

5. Cross-References

• Diet & Hygiene Policy (EDDC-POL-006)
• Lunch Time Cleaning Standards (EDDC-POL-007)
• Daily Welfare Register (EDDC-POL-009)
• Incident Report Policy (EDDC-POL-020)

Daily Welfare Register

1. Hourly Check Requirements

Every dog must be visually assessed at least once per hour. Each check must evaluate:

• Ears & Nose: Any discharge, swelling, redness, or unusual odour
• Illness & Injury: Limping, visible wounds, bleeding, vomiting, diarrhoea, coughing, sneezing
• Stress, Fear & Anxiety: Excessive panting (when not exercising), trembling, cowering, hiding, lip licking, whale eye, tucked tail, attempting to escape
• Aggression: Growling, snapping, lunging, stiff posture, resource guarding
• General Demeanour: Energy levels, engagement with other dogs, response to staff interaction

2. Welfare Register Template

Date: _______________ | Site: _______________ | Completed By: _______________

Key: ✓ = Normal | ⚠ = Concern noted (add detail in Additional Comments)

3. Temperature Monitoring

Area temperatures must be recorded twice daily (morning and afternoon) to ensure the environment remains within safe and comfortable limits for the dogs.

4. Water Station Checks

5. End-of-Day Summary

At the end of each day, the duty manager must review the completed register and:

1. Confirm all hourly checks were completed
2. Review any concerns flagged during the day
3. Ensure all incident reports have been filed on ProPet
4. Note any dogs requiring follow-up the next day
5. Sign off the register

Manager Sign-Off: _______________ | Date: _______________

6. Record Retention

Completed welfare registers are retained for a minimum of 3 years and are available for inspection by the licensing authority at any time.

Cleaning Regime Policy

1. General Cleaning Procedure

The following procedure must be followed when cleaning any daycare area:

1. Remove all animals from the area to be cleaned. Never leave a pet in the area during the cleaning process.
2. Remove feeding and water bowls, bedding, and toys.
3. Clean bowls by soaking them in a diluted disinfectant solution. Rinse and dry, or run through a dishwasher.
4. Wash blankets and other soft bedding in a washing machine.
5. Scoop all solid waste from the daycare and sweep up hair.
6. Scrub the entire area with a stiff-bristled brush and diluted disinfectant — including walls above dog height, as disease can be transmitted from any unsanitised surface.
7. Pay attention to resting boards, the fronts and backs of doors, hinges, latches, and all surfaces.
8. Allow the solution to sit as instructed by the manufacturer.
9. Thoroughly rinse all surfaces with water. Dry as completely as possible using squeegees, fans, or other ventilation.
10. Replace clean food and water bowls, bedding, and toys as necessary.
11. Put toys in disinfectant buckets at the end of the day — rinse thoroughly in the morning.
12. At the end of the day, disinfect all water buckets — rinse thoroughly in the morning.
13. Ensure there is no standing water in the daycare at the end of your clean. Pathogens can reside in standing water.

2. Bins

All bins must be emptied daily and removed from daycare. Bins are stored away so there is no access to them by the dogs.

Biffa — Commercial Waste: Biffa are our commercial bin waste removal company. All staff waste and soiled bedding can be disposed of in the Biffa bin. Contact: 0800 307 307.

Petwaste Solutions — Animal Waste: We have a contract with Petwaste Solutions for the removal of commercial pet waste and excreta. Contact: 01580 857 012.

3. Approved Disinfectants

Only approved disinfectants are to be used throughout daycare. The following products are authorised:

4. Enhanced Cleaning Protocol

In the event of a suspected or confirmed infectious disease outbreak, the enhanced cleaning protocol (referenced in EDDC-POL-016 and EDDC-POL-019) must be followed before any area is reopened or any dog is admitted.

5. Review

This policy is reviewed annually or following any disease incident, licensing inspection, or change in available products.

Infection Control Policy

1. Vaccination Requirements

All dogs must be up to date with their relevant vaccinations before attending daycare. The following vaccinations are required:

• DHP (Distemper, Infectious Canine Hepatitis / adenovirus, Parvovirus)
• Leptospirosis (Lepto 4)
• Kennel Cough (Bordetella/Parainfluenza)

Vaccination records are managed via the ProPet software system:

• Customers are automatically alerted when their dog's vaccinations are due to expire within 30 days
• Once expired, the system alerts and the dog cannot be booked until records are updated
• Management is responsible for chasing customers on a monthly basis for up-to-date vaccination records

2. Admission Screening

Staff must observe and monitor all dogs for signs of illness when admitting them to daycare. Dogs showing any of the following signs must not be accepted and the owner must be contacted immediately:

• Vomiting or diarrhoea within the last 48 hours
• Visible discharge from eyes, nose, or ears
• Suspected or confirmed infectious disease
• Unexplained lethargy, loss of appetite, or unusual behaviour

3. Isolation Facilities

Eddie's Doggy Daycare maintains an isolation facility at the Harlow site, with secondary cover from our registered veterinary practice:

• Harlow site — dedicated on-site isolation area (the Harlow office), used to separate any dog showing signs of sickness, injury, or potential infectious disease whilst waiting for collection or veterinary advice
• Kew Vets Harlow (11 Wych Elm, Harlow, CM20 1QR — 01279 422 066) — our registered veterinary practice, providing secondary isolation facilities for dogs requiring veterinary-level care through sickness, injury, or potential infectious disease, and isolation cover should the on-site area be unavailable or unsuitable

4. Isolation Procedure

If a dog displays signs of a potentially infectious disease whilst at daycare:

1. Remove the dog from the main group immediately and place in the isolation area
2. Contact the registered vet (Kew Vets Harlow) for advice — this must be done before any other action
3. Follow all veterinary guidance provided
4. Contact the dog's owner immediately and notify them of the situation
5. If veterinary advice requires it, transport the dog to the vet for isolation
6. Document the incident fully on ProPet (EDDC-POL-020)
7. If the outbreak involves a notifiable disease or results in a closure of more than 24 hours, notify the licensing authority

5. Enhanced Cleaning Following Isolation

Following any isolation incident, before the area is returned to normal use:

• The crate and any vehicle used for transport must be fully sanitised and disinfected
• The full enhanced cleaning protocol (EDDC-POL-015) must be applied to all affected areas
• Separate water bowls, bedding, and cleaning utensils kept in readiness for isolation incidents must be cleaned and restocked

6. PPE Requirements

When handling any dog requiring isolation due to infectious disease:

• Protective clothing and footwear must be worn at all times
• PPE must be kept in the isolation unit and not removed other than for cleaning and disinfection
• The dog should be cared for by one designated staff member only
• Staff with open wounds must not handle isolated dogs until wounds are fully covered

7. Parasite Control

Eddie's Doggy Daycare does not supply any de-worming or de-fleaing medication on site — this is the owner's responsibility. Dogs found to have flea or tick infestations during daily handling checks will be isolated and the owner contacted to arrange treatment before the dog can return.

8. Review

This policy is reviewed annually in consultation with Kew Vets Harlow, or immediately following any infectious disease incident.

6. Vaccination Detail

• The primary vaccination course must be completed at least 2 weeks before a dog's first day at daycare.
• Only UK-licensed vaccines are accepted.
• Titre test certificates are not accepted in place of vaccination for DHP or Leptospirosis. Where an owner's vet advises against vaccination on medical grounds, written veterinary confirmation must be provided and the dog is assessed case by case by the Owner.
• Vaccination certificates are uploaded to ProPet and expiry dates are tracked automatically; a dog whose vaccination lapses cannot attend until it is renewed.

7. Care of Isolated Dogs

• Isolated dogs are checked last on every round, after all other dogs, to avoid carrying infection into the main groups.
• Each isolated dog is given dedicated toys, bedding, bowls and enrichment that stay in the isolation area and are not shared.
• Isolated dogs are never left alone for long periods — welfare checks continue at the same frequency as the main groups, recorded on the Daily Welfare Register.
• The owner is told the same day that their dog has been isolated, why, and exactly how the dog is being kept apart from other dogs.
• PPE, cleaning kit and waste bags are stored inside the isolation area and are not taken back into the main site until laundered or disposed of.

Extreme Weather Policy

1. Temperature Monitoring

Temperature and humidity must be monitored continuously throughout the day:

• Area temperatures are recorded on the Daily Welfare Register (EDDC-POL-009) twice daily (morning and afternoon)
• Vehicle temperatures are monitored by drivers during every journey
• Weather forecasts are checked by the manager on duty each morning before operations begin, using the Met Office app or website

2. Heat Stress — Recognition

Heat Stress (Early Signs):

• Excessive panting (out of proportion to activity)
• Excessive salivation and drooling
• Increased thirst and restlessness
• Anxiety and generalised weakness
• Seeking shade or cool surfaces

Heat Stroke (EMERGENCY — Requires Immediate Action):

• Elevated rectal temperature: Above 40°C requires immediate action; above 41°C is a dire emergency
• Vigorous, uncontrollable panting
• Laboured breathing
• Dark red or blue/purple gums
• Vomiting and/or bloody diarrhoea
• Lying down and unable to get up
• Disorientation, staggering, or collapse

Emergency Response to Heat Stroke:

1. Move the dog to the coolest area immediately
2. Apply cool (NOT cold/ice) water to the body — focus on neck, armpits, and groin
3. Place cool, wet towels on the dog (replace frequently — they warm up quickly)
4. Offer small amounts of cool water to drink (do not force)
5. Call the registered vet immediately — this is a veterinary emergency
6. Contact the owner
7. Continue cooling measures during transport to the vet

3. Cold Stress & Hypothermia — Recognition

Cold Stress / Hypothermia Signs:

Emergency Response to Hypothermia:

1. Move the dog to a warm indoor area immediately
2. Wrap in warm, dry blankets (towels warmed on a radiator are ideal)
3. Place warm (not hot) water bottles wrapped in towels against the body
4. Do not rub or massage — this can cause cold blood from extremities to reach the core
5. Call the registered vet immediately
6. Contact the owner

4. Temperature Management — Facilities

Eddie's Doggy Daycare has the following temperature regulation equipment:

• 3 barn structures with heaters (winter) and natural ventilation
• Indoor areas in the main building and steel building with heating and air conditioning
• Multiple shade structures in outdoor play areas
• Cooling equipment (summer): Fans, air conditioning units, cooling towels, cooling jackets, paddling pools, sprinklers
• Warming equipment (winter): Electric heaters with protective casing, heated beds, extra blankets. All heaters have secure guards.
• Vehicles: All vans are fitted with air conditioning and heating. Vehicles also have ventilation units to increase airflow. Cooling mats are placed in cages during hot periods.

5. Hot Weather Protocols

When temperatures are forecast to exceed 25°C:

6. Cold Weather Protocols

When temperatures are forecast below 5°C:

7. Vehicle Transportation in Extreme Weather

• Hot weather: Air conditioning must be running before any dog is loaded. Dogs must never be left in a vehicle unattended. Journey times should be minimised.
• Cold weather: Heating must be running before dogs are loaded. Crate blankets should be provided for small or short-coated breeds.
• Any extreme weather: If Met Office warnings are in effect, management will assess whether it is safe to operate the pick-up/drop-off service. Customer safety and dog welfare take priority over maintaining the service.

8. Communication

In the event of any weather-related service change, management will:

1. Check forecasts and warnings by 6:00 AM
2. Make a decision on service operation by 6:30 AM
3. Notify all affected customers by 7:00 AM via SMS, WhatsApp, or phone call
4. Post any updates on social media channels

Closure of Daycare in an Emergency

1. Decision to Close

The decision to close the site rests with the Owner (Edward Kirwan) or, in his absence, the most senior manager on duty. The decision will be made based on:

• The nature and severity of the emergency
• Advice from emergency services, environmental health, or the licensing authority
• The safety of the site for continued occupation by dogs and staff
• The feasibility of safe transportation

2. Emergency Evacuation Procedure

When an immediate evacuation is required:

3. Closure Due to Disease Outbreak

In the event of a confirmed or suspected infectious disease outbreak:

1. The dog displaying symptoms will be immediately isolated and/or transported to the registered vet (Kew Vets Harlow)
2. Veterinary advice MUST be sought and followed for all remaining dogs
3. All dog owners must be contacted — inform them of the situation, possible symptoms to watch for, and advise them to seek guidance from their own vet
4. If the vet advises closure, follow the Evacuation Procedure above
5. The site must be deep cleaned using the enhanced cleaning protocol (EDDC-POL-015) before reopening
6. The licensing authority must be notified if the outbreak involves a notifiable disease or results in a closure of more than 24 hours

4. Closure Due to Fire

In the event of a fire, follow the Fire Evacuation Procedure (Section 5 of this manual). Fire evacuation takes priority over all other procedures. Once dogs and staff are safely evacuated and accounted for, follow the steps in Section 2 above to return dogs to their owners.

5. Closure Due to Extreme Weather

Extreme weather closures are managed proactively wherever possible. See the Extreme Weather Policy (EDDC-POL-018) for decision-making criteria, temperature thresholds, and customer communication timelines. If dogs are already on site when a weather-related closure is decided, follow the Evacuation Procedure in Section 2.

6. Closure Due to Licence Suspension or Revocation

In the event that our operating licence is suspended or revoked by the licensing authority:

1. All daycare activities must cease immediately
2. All dogs on site must be returned to their owners following the Evacuation Procedure
3. All customers must be notified of the suspension and the expected duration (if known)
4. No dogs may be accepted for daycare until the licence is reinstated
5. The Owner will engage with the licensing authority to understand the reasons and take all necessary corrective action

7. Post-Emergency Actions

After any emergency closure:

1. Conduct a full review of the incident — what happened, how it was handled, what could be improved
2. Document the incident in a written report, including timeline, actions taken, and outcomes
3. Update risk assessments and procedures as needed
4. Communicate with all customers regarding the reopening date and any changes
5. Notify the licensing authority if required
6. Provide support to any staff affected by the incident

8. Emergency Contacts

See Emergency Contacts list (EDDC-POL-024) for all relevant phone numbers.

Incident Report Policy

1. What Must Be Reported

All of the following must be reported as an incident:

2. How to Report

All incidents must be reported on our incident report system via the ProPet portal: www.eddiesdoggydaycare-admin.propetware.com

The following fields must be completed in full:

3. Severity Classification

4. Follow-Up Procedures

• Management review: All incident reports are reviewed by the manager on duty within 24 hours. Serious and critical incidents are reviewed by the Owner.
• Root cause analysis: For serious and critical incidents, a root cause analysis must be completed to identify contributing factors and prevent recurrence.
• Corrective actions: Any changes to procedures, risk assessments, or group compositions resulting from the incident must be documented and communicated to all staff.
• Owner communication: The dog's owner must be informed of any incident involving their dog on the same day. For serious incidents, a phone call is required — text or email is not sufficient.
• RIDDOR: Staff injuries that are reportable under RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013) must be reported to the HSE. See Section 3 of this manual for RIDDOR reporting thresholds.

5. The "Instructions for Staff" Field

The "instructions for staff" field on ProPet is a critical communication tool. Notes entered here will appear on all future bookings for that dog, ensuring that every staff member who handles the dog is aware of relevant history.

Examples:

• "Assign a kennel that does not have a direct view of other pets"
• "Resource guards food bowls — feed in separate area"
• "History of reactivity to large black dogs — manage group accordingly"
• "Previous scratch from play — monitor right ear area"

6. Record Retention

All incident reports are retained on ProPet for a minimum of 5 years. They form part of the welfare and compliance documentation that may be reviewed by the licensing authority during inspections. Incident data is also reviewed quarterly by management to identify trends and areas for improvement.

7. Confidentiality

Incident reports contain sensitive information about dogs, owners, and staff. Reports must not be shared with anyone outside of Eddie's management team, except where required by law, the licensing authority, or insurance providers.

Neutering & Spaying Policy

1. Policy Statement

Eddie's Doggy Daycare supports neutering as a responsible choice for dogs that socialise regularly in group environments. However, we do not impose a blanket requirement for dogs to be neutered by a set age. We recognise that the optimal timing for neutering depends on the individual dog — their breed, size, health, and behavioural development.

2. Neutering Guidance

General guidance:

• Unless you have a large or giant breed dog, pups can typically be neutered from 6–7 months of age
• We do not recommend neutering any younger than 6 months
• For large and giant breeds (e.g., Labrador, German Shepherd, Great Dane), veterinary advice is to wait until the dog has reached skeletal maturity — typically 12–18 months depending on the breed
• We always recommend discussing the timing with your own vet, who knows your dog's individual health profile

3. Behavioural Changes in Entire Males

As testosterone levels rise in adolescent and young adult male dogs, we generally observe behavioural changes that affect the daycare environment:

• Humping: Mounting other dogs, including during inappropriate contexts (play, rest)
• Resource guarding: Increased possessiveness over toys, beds, attention, or space
• Fixation: Becoming fixated on specific dogs — following, staring, pestering
• Stress & vocalisation: Becoming stressed, whiny, or vocal in the presence of female dogs
• Reactivity: Becoming 'spikey', short-tempered, or aggressive towards other males

These behavioural changes almost always manifest within the daycare environment first — often before the owner notices changes at home — because the group setting amplifies hormonal responses.

4. Eddie's Requirements for Entire Dogs

We welcome unneutered dogs at daycare, provided they meet the following conditions:

• Not excessively humping other dogs or people
• Not displaying dominant or bullying behaviour
• Not provoking dominant or stressed behaviours from other dogs in the group
• Not creating an unsafe play environment through unpredictable behaviour
• Their presence is not reducing the overall peacefulness and enjoyment of the group

These criteria are assessed continuously by staff and reviewed by management.

5. Traffic Light System

Eddie's uses a clear three-stage system to communicate with owners about hormonal behavioural changes:

6. Chemical Neutering — An Alternative Option

If you have reservations about surgical neutering, chemical neutering is a viable alternative. This is an implant that lasts either 6 months or 1 year, providing the same hormonal effect as surgical neutering but allowing the option to let it expire if it doesn't have the desired effect on behaviour within the daycare and social environments.

If you choose the chemical option:

• You must keep up with the implant each time it expires, or have them fully surgically neutered in place of the implant, for your dog to continue attending Eddie's
• Please let us know the dates of neutering so we can update our records accordingly

7. Speaking to Your Vet

When speaking to your vet about neutering, it is really important to explain that your dog attends a social daycare and that they are displaying these behaviours — and that the advice to neuter is based on this context rather than a blanket policy or one based on age. A good vet should take this into consideration when advising on timing and should not recommend delaying to a certain arbitrary age if these problems have developed.

If your vet doesn't fully understand the implications of not neutering on social behaviour, you should feel able to speak to other vets at other practices too. We are always happy to speak to your vet directly if that would help.

If you have reservations about neutering your dog, please speak to us about them — we can offer advice and our opinion based on the care we have provided to social dogs over a 7-year period.

8. Spaying Policy

We recommend that female dogs are spayed from 6 months of age, subject to veterinary advice for the individual dog. Un-spayed female dogs are very welcome at daycare.

Seasons (Heat):

• Female dogs in season must not attend daycare. Owners must notify us as soon as a season begins.
• The dog may return to daycare 4 weeks after the season has ended, provided there are no signs of phantom pregnancy or complications.
• If a female dog arrives at daycare and is found to be in season, the owner will be contacted for immediate collection.
• If you choose not to spay your female dog, this is absolutely fine — you'll just need to factor in that they won't be able to attend daycare during each season. A season will usually last 2–3 weeks from start to finish.

9. Post-Neutering/Spaying Return

After neutering or spaying, dogs may return to daycare when:

• The surgical wound has fully healed (typically 10–14 days post-surgery)
• The vet has confirmed the dog is fit to return to normal activity
• The dog is no longer wearing a cone/body suit that could interfere with play
• For males: allow at least 6 weeks post-neutering for hormone levels to reduce before expecting significant behavioural improvement

10. Communication

All communication regarding neutering under this policy will be conducted by management — not frontline staff. Conversations will be honest, supportive, and focused on the dog's welfare and the group environment. We understand that neutering is a personal decision for owners and we approach the topic with sensitivity.

Euthanasia Policy

1. Policy Statement

2. Critical Illness or Life-Threatening Injury Procedure

If a dog in our care becomes critically ill or sustains a life-threatening injury, the following procedure must be followed immediately:

1. Assess the situation — ensure the safety of staff and other dogs. Do not attempt to move a severely injured dog unless they are in immediate danger (e.g., from fire or flood).

1. Contact the registered vet immediately:

• Kew Vets Harlow: 01279 422 066
• Out of Hours: 01279 421 004
• Describe the dog's condition clearly and follow any instructions given over the phone.

1. Transport to the vet — if the vet advises that the dog needs to be brought in, transport them as carefully and gently as possible:

• Use a blanket or stretcher for dogs that cannot walk
• Drive calmly and directly to the vet — do not rush in a way that compromises road safety
• Have a second staff member in the vehicle with the dog if possible

1. Contact the owner — notify the dog's owner immediately. Explain the situation factually and calmly. Provide the name and address of the veterinary practice where the dog is being taken.

1. Document — complete a full incident report on ProPet (EDDC-POL-020) with:

• Time the issue was first noticed
• Symptoms or injuries observed
• Actions taken and timeline
• Veterinary advice received
• Owner communication log

3. End-of-Life Decisions

Any end-of-life decision is the sole responsibility of the dog's owner in consultation with a qualified veterinary professional. Eddie's staff will:

• Support the owner with information about what occurred
• Facilitate communication between the owner and the treating vet
• Provide a safe, calm environment for the dog until the vet can take over care
• Treat the situation with compassion and dignity

4. Staff Wellbeing

Dealing with a critically ill or injured dog is distressing for staff. Following any such incident:

• The staff member(s) involved will be offered immediate support and, if needed, sent home for the remainder of the day
• A debrief will be held with the manager within 24 hours
• Staff will be signposted to wellbeing support resources if needed
• No staff member will be criticised for showing emotion in these circumstances

Preventative Healthcare Plan

1. Business Details

2. Veterinary Arrangements

Kew Vets Harlow is our registered veterinary practice. They provide:

• Emergency and routine veterinary care for dogs in our care
• Isolation facilities for dogs with suspected infectious diseases
• Guidance on vaccination requirements and disease management
• Annual review and sign-off of this Preventative Healthcare Plan

3. Biosecurity Risk Assessment

4. Main Microbiological Risks

The following microbiological hazards are the primary concerns in a multi-dog daycare environment:

• Toxocariasis (Toxocara canis) — roundworm eggs shed in faeces, can persist in soil
• Campylobacter / Salmonella — bacterial infections transmissible through contaminated faeces or food
• Pathogenic organisms contaminating wounds — cuts, scratches, and bites can become infected
• Kennel Cough complex (Bordetella bronchiseptica, Parainfluenza) — highly contagious respiratory infection
• Canine Parvovirus — extremely contagious and potentially fatal, especially in unvaccinated dogs
• Giardia — intestinal parasite transmitted through contaminated water or faeces
• Leptospirosis — bacterial infection transmissible through contaminated water (puddles, standing water)
• Ringworm — fungal infection transmissible through direct contact or contaminated surfaces

5. Prevention Measures

7. Preventative Healthcare Management

All vaccination records are kept on our ProPet software system. The system provides the following automated controls:

• 30-day expiry alert: Customers are automatically alerted when their dog's vaccinations are due to expire within 30 days
• Expiry block: Once vaccinations have expired, the system alerts and the dog cannot be booked until records are updated
• Monthly chasing: Management is responsible for chasing customers on a monthly basis for up-to-vaccination records should customers not have updated their details

8. Seasonal Considerations

9. Annual Review

This Preventative Healthcare Plan is reviewed annually in consultation with Kew Vets Harlow. The review covers:

• Effectiveness of current controls
• Any disease incidents in the preceding 12 months
• Changes to vaccination guidance
• New or emerging disease risks
• Updates to biosecurity measures

Last reviewed: October 2025 Next review due: October 2026 Agreed with: Kew Vets Harlow

10. Plan Sign-Off

The original Preventative Healthcare Plan (paper version, ref: source document "26.0 Preventative Healthcare Plan") is signed and held on file at the daycare. The sign-off structure is reproduced below for reference:

Emergency Contacts Directory

1. Eddie's Doggy Daycare — Key Holders

2. Veterinary Services

3. Emergency Services

4. Utilities & Infrastructure

5. Local Authority & Licensing

6. Waste Management

7. Other Services

8. Insurance

9. Display & Review

• This contact list must be printed and displayed at every site location (office, staff room, each barn, kitchen)
• A digital copy must be accessible on the staff WhatsApp group
• Phone numbers must be verified quarterly (January, April, July, October)
• Any changes must be updated immediately and all staff notified
• The manager on duty is responsible for ensuring the displayed version is current

Key Holder Response and External Display

• A named key holder is contactable at all times, including outside operating hours, and can attend the site within 30 minutes.
• The emergency contact name and telephone number are displayed on a weatherproof sign on the outside of the premises, visible from the entrance gate, so that police, fire service or a passer-by can reach a key holder at any hour.
• Vet details (practice name, address, daytime and out-of-hours numbers) are displayed inside the office, staff room, each barn and the kitchen.
• This contact list is verified quarterly; the verification date and initials are recorded at the foot of the displayed copy.

Death or Escape of an Animal Policy

1. Death of an Animal

If a dog dies suddenly or unexpectedly whilst at daycare, the following procedure must be followed immediately:

1. Contact the registered vet — call Kew Vets Harlow (01279 422 066) immediately. Inform them of the circumstances.
2. Request a post-mortem — a post-mortem examination should be carried out to determine the cause of death and identify whether there is any risk to the rest of the daycare population.
3. Assess disease risk — where there is a disease risk, seek veterinary advice for the specific circumstances. Follow all guidance provided by the vet.
4. Notify all owners — if there is a potential disease risk, all owners of dogs attending that day must be notified of the potential risk. Veterinary advice should be followed regarding any precautionary measures.
5. Contact the dog's owner — contact with the deceased dog's owner must be made as soon as possible. Handle this communication with compassion and sensitivity.
6. Document — complete a full incident report on ProPet (EDDC-POL-020) with a detailed timeline, circumstances, and all actions taken.

2. Storage of a Carcass

If the temporary storage of a carcass is required by the daycare before collection by the vet or owner:

3. Escape of an Animal

If a dog goes missing or escapes from the premises or during transportation, the following must be actioned immediately:

4. Emergency Contact Numbers for Escape

5. Prevention Measures

Eddie's Doggy Daycare maintains the following escape prevention controls:

• All areas are locked and secure with double-gate entry systems
• Staff take extra care when letting dogs in and out of vans — this is the one area where there is only one gate between a dog and escape
• Regular registers are taken throughout the day to keep account of all dogs at daycare
• Head counts are conducted after every group transition (indoor to outdoor, van loading/unloading)
• Fencing and gate integrity is checked as part of the daily opening inspection

6. Post-Incident Actions

Following any death or escape incident:

1. A full written incident report must be completed on the same day
2. A root cause analysis must be conducted within 48 hours
3. Risk assessments must be reviewed and updated as necessary
4. All staff must be debriefed on the incident and any procedural changes
5. The licensing authority must be notified if required
6. Staff involved must be offered wellbeing support

Puppy Socialisation & Habituation Policy

1. Scope — The Pup Academy

All puppies attending Eddie's Doggy Daycare under 1 year of age are placed into our dedicated Pup Academy. The Academy is built around the S.M.A.R.T Pup framework — Socialisation, Monitoring, Attention, Routine, and Training.

2. S — Socialisation

We believe puppies must socialise as early as possible. In our specially designed Pup Academy area, puppies engage in safe puppy play monitored and controlled by a dedicated puppy handler. They mix not only with other pups in the Academy but with a variety of staff.

Socialisation is guided so that every experience is fun and positive. Once we are comfortable with the puppy's development, we gradually introduce them to older dogs and a wider range of experiences. Puppies become habituated to a variety of noises, objects, people, and activities in their environment.

3. M — Monitoring

A dedicated puppy handler monitors and supervises the puppies' experiences throughout the entire day. Behaviour is observed continuously to ensure development is progressing correctly. Puppies are exposed to staff of both sexes, of different ages and appearances, and are given the chance to explore a variety of environments.

We encourage two-way communication with owners at the puppy stage. Many puppies attend evening training classes; understanding which stage of training they are at allows us to mirror and reinforce that learning during their daycare day.

4. A — Attention

Constant attention is paid to each puppy's needs whilst in the Academy. A rich environment and stimulation are essential, but so is recognising when a puppy needs rest, which is provided in our dedicated indoor area.

Lunchtime feeds are provided to maintain each puppy's dietary requirements. All pups have access to raised beds and bedding for added comfort.

5. R — Routine

Puppies thrive on routine. A consistent schedule is essential to keep a pup healthy and to establish good behavioural patterns. The Pup Academy day is structured around:

• Correct play
• Mental stimulation activities
• Human and dog interactions
• Rest time
• Feeding times
• Basic command training

Establishing early routines gives these puppies the best chance to grow into the most confident, balanced adult dogs they can be. We also recommend (in line with RSPCA guidance) that owners give puppies some alone time when they leave for work, to support the development of solo time skills and reduce separation-related behaviours.

6. T — Training

The Pup Academy is dedicated to puppy training. Rules are essential for every pup, and our training is based on positive reinforcement — rewarding desired behaviours and ignoring unwanted ones. Training begins from the moment we collect the pup in the morning (familiarisation with people entering the home, lead walking, transport) and continues until they are dropped home.

Core focus areas include:

• Basic obedience commands
• Corrective play
• Discovering surroundings in a safe environment
• Confidence-building skills

7. Puppy Feeding

As part of the Pup Academy, puppies are given dedicated downtime to be fed. The full feeding protocol is governed by the Diet & Hygiene Policy (EDDC-POL-006) and recorded on the Lunch Monitoring Form (EDDC-POL-008). Only puppies are fed at daycare; adult dogs are not.

8. Introduction to the Main Group

It is not enough for puppies to mix only with other puppies. On walks and in the park, puppies will encounter all breeds, sizes, ages, and personalities. We give puppies a head start by building their confidence for these encounters.

Before mixing puppies with older dogs, introductions are gradual and consider the puppy's size and confidence — conducted in much the same way as an initial assessment so the pup is not overwhelmed. The guiding principle remains: all encounters must be positive ones. Behaviour during integration with the older group is monitored and reported back to the owner.

9. The Three Levels of Play

Behaviour of puppies and dogs is continuously assessed against three levels of play:

10. Cross-References

• Diet & Hygiene Policy (EDDC-POL-006) — puppy feeding protocol
• Lunch Monitoring Form (EDDC-POL-008) — feed-by-feed recording
• Welfare Monitoring Form (EDDC-POL-009) — hourly welfare checks
• Neutering & Spaying Policy (EDDC-POL-021) — Traffic Light System
• Section 4.5.3 — Puppy Care & Socialisation SOP

Crate Use and Mixing with Adult Dogs

• No dog, puppy or adult, is crated for more than 1 hour in any 8-hour period, and only where crating is part of that dog's normal routine and the owner has given written consent.
• Written owner consent must be held before any dog under 12 months mixes with adult dogs. Consent is recorded on ProPet against the dog's record and is reviewed at the 12-month transition.
• Puppies are assessed individually first, introduced to calm, tolerant adult dogs in a small group, and supervised one-to-one throughout the first sessions.

Behaviour Monitoring Policy

1. Hourly Welfare Checks

We conduct hourly welfare checks on every dog on site. Each check covers:

• Behaviour and overall mood
• Sleep and activity levels
• Toileting (any output or issues)
• Food intake (for puppies — see Puppy Feeding policy)
• Any illness, injury, stress, aggression, or anxiety

The full hourly checklist and recording template are held in the Welfare Monitoring Form (EDDC-POL-009).

2. Recording Behaviour

The behaviour of all dogs — and in particular any changes — must be recorded during hourly inspections on the daily welfare register. Changes in behaviour are often the first sign of illness or injury, so any change must be investigated.

3. Management of Nervous or Stressed Dogs

Dogs showing signs of nervousness or stress can be located in a number of daycare areas depending on their individual disposition:

• Grouping by size to limit exposure to large groups
• Smaller, calmer social groups
• For severe cases — isolation areas such as the staff room or office, with constant supervision
• A separate collection door giving owners easy access to collect their dog without it having to walk back through the main daycare environment

4. Aggressive Dogs

In the majority of cases, dogs display aggression because they feel threatened by something or someone, and the behaviour is generally indicative of poor welfare. Where such situations arise:

• Advice from a vet or suitable behaviour expert may be sought
• The owner must be informed
• A determination is made by management as to whether it is safe for the dog to remain at daycare

5. Group-Level Welfare Trends

Where multiple dogs within the establishment show signs of stress, fear, and anxiety (for example, exhibiting repetitive behaviours), the housing and husbandry routines of the establishment must be reviewed by management. Advice from a veterinary surgeon and/or suitably qualified behaviour expert must be sought where necessary.

6. Owner Communication

When Eddie's has concerns about a dog's behaviour, we must provide information on these concerns to the owner when the dog is returned at the end of the day. Where necessary, the local authority should also be informed.

7. Documentation Trail

8. Cross-References

• Welfare Monitoring Form (EDDC-POL-009)
• Incident Report Policy (EDDC-POL-020)
• Neutering & Spaying Policy (EDDC-POL-021)
• Section 4.4.1 — Daily Behaviour & Welfare Monitoring SOP
• Section 4.4.4 — Behaviour Intervention SOP
• Section 4.4.6 — Welfare Escalation SOP

Behaviour Training & Enrichment Policy

1. Toys — General Provision

All puppies and dogs have access to toys whilst at daycare. Toys provided include balls, tug-of-war ropes, interactive treat toys, and self-play items.

Self-play toys can be left in the area to be used as and when the dog pleases. High-value toys (kept on the staff member) are used to actively engage a dog or to reward a desired behaviour. Toys such as tug-of-war ropes can be used to train or further engage a dog.

2. Possession & Resource Guarding

Staff are responsible for evaluating possession over toys. Any dog or puppy that becomes possessive and shows guarding behaviour — growling, taking toys away from other dogs, standing over a toy with "whale eye" — must be removed from any situation where toys are not under constant supervision. Such dogs should only play with toys alone, or toys must be removed from the area.

3. Enrichment Activities

Small groups of dogs can be taught to scent for treats. Small pieces of food are hidden and dogs are led to them with the command "search" — engaging their noses and the forebrain associated with scent detection.

Dogs in appropriate health can be coaxed over small jumps and our agility courses, asked to stand and wait on elevated objects, and taught recall. Staff always carry treat pouches to motivate good behaviour and retain status as the leader with resource possession.

Confidence-building games:

• Tug-of-war — develops dog-to-human interaction, allows younger dogs to refine bite strength, positively channels prey drive, and lets the dog "win", building confidence. Staff retain ultimate control of the toy and the ability to use a release command.
• Fetch — including the two-ball method to refine the behaviour in difficult cases.
• Search — hide food, toys, or people and ask the dog to find them.

4. Playgroups & Individual Considerations

• Dogs are categorised by staff into appropriate play groups
• Older dogs that are physically less able receive careful consideration — more time alone or in smaller groups, with access to areas away from active social play
• Puppies under the age of 1 are given "time-outs" when appropriate — for no longer than one hour at a time — with their play monitored and actively directed. All interactions for puppies must be positive
• Dogs showing sporadic, out-of-character behaviour are monitored closely and documented; persistent cases may ultimately be deemed unfit for daycare, with this discussed with the owner
• Staff are trained in breed-specific needs. All behaviour is considered first in the context of the dog as a distinct species, then on a breed level. Breed needs must be given appropriate outlets

The outdoor space is set up with the natural dog in mind, focused on time outdoors in field and grassy areas to evoke natural dog instinct.

5. Grooming & Welfare Inspection

Grooming brushes are available for all fur types. Dogs are checked over regularly for:

• Ticks
• Condition between the toes
• Nail length
• Scratches, lumps, or bumps

All findings are documented on the daily welfare register; any incident is logged on the Incident Report system and reported to owners at end of day.

6. Training Philosophy — Balanced Positive Reinforcement

Eddie's enforces balanced training using positive reinforcement. Examples:

• Barking is negated through a simple "shh" command once food has been used to redirect attention
• Unwanted jumping and possession over objects or people is corrected and redirected
• Signs of resource guarding are addressed at the earliest stages
• Dogs are consistently given opportunity not restriction — reinforced for making the right choices (waiting by the gate instead of rushing through, recall on first call, settling on cue)
• We do not force these behaviours but make them desirable through continued engagement

7. Handling & Interaction Standards

• Staff must have the competence to handle dogs correctly and the ability to recognise and act on undesirable behaviours
• Wary dogs are approached as trained — less noise, less eye contact, more fluidity
• Staff do not loom over younger dogs; they approach slowly and calmly with more side-on body language so dogs are not startled
• Younger dogs are not over-handled and are not picked up to remove them from situations
• Only dogs that demonstrate appropriate puppy etiquette — showing avoidance and conflict resolution — are permitted to mix with puppies

8. Food in Training

Only puppies under the age of 6 months are fed during the daycare day (see Diet & Hygiene Policy EDDC-POL-006). For training treats, we use puppy-sensitive kibble; owners are made aware and may opt out. Exposure to novel food items is minimised because younger dogs' stomachs can be more easily upset. Some owners provide their own treats for use in enrichment activities.

9. Rest

Routine for younger dogs is critical. The Pup Academy ensures young dogs learn how to be calm and relaxed both with and without other animals present (see Puppy Socialisation & Habituation Policy EDDC-POL-026). Over-stimulated puppies show unwanted behaviour; owners document what is normal for their puppy on the booking form.

Puppies are never crated for rest or feeding for longer than one hour a day, with times in and out monitored.

10. Dogs Unable to Exercise

As we are an open-play daycare, dogs that are unable to exercise due to injury or other issues are not able to attend. Customers are made aware of this before they start, so that any dog joining is comfortable in an open-play environment.

In the rare case that a dog is isolated for any reason (for example, a customer unable to collect, or play classified as Inappropriate), the Harlow branch has an on-site field that allows isolated dogs access to walks. Any isolated dog must receive at least two 20-minute walks during the day.

11. Structured Socialisation & Levels of Play

All socialisation is monitored. Staff are explicitly trained: never leave an area if it means even one dog will be left alone. Groups are determined daily, with reference to our system's record of "buddies" and "enemies", and matched on size and age where appropriate.

Staff apply the Three Levels of Play (Appropriate / Questionable / Inappropriate — see Puppy Socialisation & Habituation Policy EDDC-POL-026 §9) and act accordingly.

12. Daily Structure

13. Cross-References

• Welfare Monitoring Form (EDDC-POL-009)
• Diet & Hygiene Policy (EDDC-POL-006)
• Incident Report Policy (EDDC-POL-020)
• Neutering & Spaying Policy (EDDC-POL-021) — Traffic Light System
• Puppy Socialisation & Habituation Policy (EDDC-POL-026)
• Behaviour Monitoring Policy (EDDC-POL-027)
• Section 4.4.4 — Behaviour Intervention SOP
• Section 4.5.1 — Enrichment & Daily Activity Planning SOP

Animal Handling Policy

1. Handling Philosophy

Dogs must never be punished so that they are frightened or exhibit aversive behaviour. Every experience must be a positive one.

Our daycare has the ability to separate dogs into various groups. We have a puppy area and we are also able to divide groups into areas appropriate to compatible social groups based on age, size, and behavioural differences. Doing so minimises the risk of potential disagreements and injuries.

As a daycare, we only take on social dogs with good temperaments. Dogs are assessed via a customer questionnaire and on their first day (see EDDC-POL-030). Dogs are then continually monitored throughout their time at daycare. However, it is important to remember that dogs are animals and they are unpredictable. Staff must be well trained in dog behaviour and in recognising signs that may result in an aggressive incident or indicate fear, stress, pain, or distress.

2. Routine Handling

Staff should handle each dog regularly throughout the day, in line with the welfare of each individual dog's needs. We encourage cuddles and groom time for dogs that will allow this, bearing in mind that not all dogs love a cuddle from everyone. Other forms of engagement include play time, ball throwing, tug-of-war, agility training, or basic command training.

Welfare checks are completed regularly throughout the day and any unusual behaviours should be documented. Engagement with each dog is very important to us at Eddie's.

3. Assessing the Situation

At Eddie's we should always opt for the least invasive, quiet, and calm approach first (where appropriate and safe to do so). While this is not always possible, it should always be the starting point.

The individual animal and circumstances must be assessed (as part of an ongoing risk assessment) before any piece of equipment is used. The objective should always be to control the dog without causing harm to the handler or the dog, and minimising any distress caused to the animal.

We recommend a minimum of two people attending any incident to provide assistance if needed. When working in separate areas, use the radio and whistles to attract attention.

4. Dos and Don'ts When Handling Dogs

5. Understanding Canine Signals

Understanding a dog's body language is the most important tool a handler has. Dogs will almost always give warning signs before escalating to aggression.

Appeasement behaviours (dog feels threatened — back off):

• Turning their head away or trying to walk away
• Licking their lips or yawning
• Lowered body posture and flattened or back-turned ears
• Rolling onto their back to expose their belly

If these behaviours are observed and the dog still feels threatened, it may feel it has to resort to aggression. Stop, back off, and think about what adjustments can be made to calm the dog down.

Pre-aggression signals (take action immediately):

• Slight stiffening of posture
• Raised hair on neck and back
• Growling, snarling, showing teeth, or barking
• Fixed stare with rigid body

6. Equipment

Handlers must only use equipment that they are competent in using. Your own body language and tone of voice are the most important "tools" you have.

Other team members / dog owner. A dog showing signs of aggression or distress may respond positively to a different member of staff. Some dogs may have a fear of certain genders — try another staff member if a dog is showing uncomfortable signs. If a dog is severely distressed, it is always an option to contact the owner for collection.

Treats. Treats are a positive method of reward to encourage a dog to come with you or to get in/out of a crate. Always have a small bag of treats with you at daycare and on pick-up/drop-off routes. Throw food between you and the dog if the dog is too scared to approach. Do not offer food with an outstretched hand.

Leashes & Long Lines. A lead must always be used to walk a dog to and from their home when outside of daycare. A lead can also be used to calm a hyperactive situation. Long-line leads can be attached to a dog as a "time out" method at daycare to avoid isolation, keeping the dog engaged with staff while preventing inappropriate interaction with others.

Whistles. Handlers should be equipped with a whistle whilst on the field. A short sharp blast can diffuse a building situation, distract dogs from adverse behaviour, or break up a fight. Whistles can also be used to alert other staff members to a situation where more help is needed.

Time Out / Isolation. Separate areas within the daycare can be used as a "time out" area. These sessions should be used as a last resort and should not last longer than 10 minutes. Dogs must be supervised in these areas and other forms of stimulation should be available, such as basic command training or toys.

7. Review

This policy is reviewed annually or following any serious incident involving animal handling.

New Dog Introduction Policy

1. Pre-Arrival Assessment

Before a dog arrives at daycare, they are vetted behind the scenes. When a customer creates an account, they are required to complete a questionnaire based on their dog's socialisation history and behaviour traits. Once this has been reviewed and approved, the dog can be booked in for a trial first day at daycare.

2. Pass Criteria

Once introductions have taken place and a dog's play has been monitored throughout the day, the dog will be signed off by a staff member. To pass, a dog must meet all of the following criteria:

• The dog must not be afraid, anxious, or stressed in the presence of other dogs or people
• The dog must not pose a danger to other dogs or staff
• The dog must demonstrate an ability to engage in appropriate play (Level 1 — see EDDC-POL-026 §9)

A note will be placed on their account stating they have passed their introduction, and a first day report will be sent to the customer.

3. Introduction Procedure

All new dog introductions follow these steps in order:

4. Ongoing Monitoring

Dogs are continually monitored whilst at daycare. We apply the Traffic Light Policy (EDDC-POL-021) for unneutered dogs and the Three Levels of Play assessment (EDDC-POL-026 §9) for all dogs. Any undesirable behaviour is fed back to the customer and options regarding their place at daycare will be discussed.

5. Review

This policy is reviewed annually or following any incident during a new dog introduction.