Section 2B
Escalation Ladder
This ladder defines what requires owner contact, what managers handle independently, and what staff resolve without escalation. It is the primary operational tool for enabling the business to run without daily owner presence.
Purpose
The Escalation Ladder removes ambiguity at the moment a decision needs to be made. Every member of the team — from a new Daycare Assistant to a Site Manager — knows in advance which tier a situation belongs to, who acts, who is informed, and on what timescale. This protects welfare, protects the business, and protects the licence.
Tier 1 — Staff Handles, No Escalation
Staff resolve these matters in the moment, document them where required by SOP, and continue with the shift. No manager or owner notification is needed.
- Minor dog altercations resolved immediately with no injury
- Routine care decisions within SOP guidelines
- Standard customer queries at collection or drop-off
- Normal cleaning and welfare checks
- Minor behavioural redirection
Tier 2 — Manager Handles, Owner Informed in Weekly Report
The Site Manager takes ownership of the matter and resolves it. The Owner is informed through the next routine weekly report — no immediate contact required.
- Dog requiring removal from group for welfare reasons
- Staff lateness or minor conduct issue
- Customer complaint resolved on the day
- Supply shortage
- Minor site maintenance identified
- Any incident logged in ProPet
Tier 3 — Manager Informs Owner Same Day
The Site Manager handles the operational response and notifies the Owner the same day via approved channels (call, message, or email as appropriate).
- Dog injury requiring veterinary assessment
- Any dog bite to staff or another dog
- Customer making a formal complaint or threatening legal action
- Staff absence creating a cover problem
- Any welfare concern requiring owner decision on a dog's continued attendance
Tier 4 — Manager Contacts Owner Immediately, Regardless of Time
These situations require immediate contact with the Owner by phone, day or night. If the Owner cannot be reached within a reasonable window, out-of-hours authority under Section 2A.5 applies and the attempt is documented.
- Serious dog injury or suspected death
- Staff injury requiring hospital treatment
- Fire or site evacuation
- Dog escape from site or van
- Safeguarding concern involving a staff member
- Contact from licensing authority or HSE
- Any situation the manager judges could result in a licence risk
Manager Judgement Override
If a Site Manager is in any doubt about which tier applies, they escalate up — never down. Over-escalation is never criticised; under-escalation is treated as a serious performance matter. When in doubt, call the Owner.