Standard Operating Procedures (SOPs)

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.

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.

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)

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)

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.

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.

Core Safety Principles (Non-Negotiable)

Procedure — 🔴 CRITICAL

🚫 NEVER

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.

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

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.

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

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:

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

Cleaning Model

Morning Hygiene Check (Manager OR First Staff Member)

Midday Spot Cleaning

End-of-Day Full Clean

COSHH & Safety Controls

Morning Hygiene Check

Spot Cleaning

End-of-Day Full Clean

Triggers

Procedure

Records Required

Frequency

Weekly or as directed by Manager.

Procedure

Manager sign-off required.

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:

Daily (After Routes)

Weekly

Daily

Weekly

Managers verify standards.

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.

1. Responsibilities

2. Formal Welfare Check Points (MANDATORY)

3. Observation Levels

4. Communication & Records

5. Compliance

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

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

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

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

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

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.

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

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

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:

General Communication Rules

Customer Contact Restrictions

Behaviour & Welfare Updates

Complaints Handling

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.

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.

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.

Key Manager Responsibilities

Communication Standards

Key Rules

Photo/Video Guidelines

Approval Process

Standards

Body Language Guidelines

Interaction Principles

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

Document Control

Temperature Monitoring

Temperature Standards

Hot Weather Protocol

Cold Weather Protocol

Ventilation Standards

Noise Management

Compliance

PPE Provided by Eddie's Doggy Daycare

Employer-Provided PPE

Staff-Provided PPE

PPE Requirements by Task

PPE Storage & Maintenance

Non-Compliance

⚠️ Failure to wear required PPE is a safety and welfare breach and will be managed through the disciplinary process.

Licensing Compliance

Included Hazardous Substances

Flo Butane Gas — COSHH Controls

⚠️ EXTREMELY FLAMMABLE

Staff Handling Rules

❌ PROHIBITED

🚨 Emergency Procedure

Regulatory Compliance

Key Rules

Compliance

⚠️ Failure to maintain attendance standards may result in disciplinary action.