Policies & Procedures

Questions? Email info@urbanmuttshotels.com.

These are the policies and procedures that govern how Urban Mutts Hotels (UMH) cares for every dog on site, in line with current UK animal welfare legislation and the terms of our boarding and day care licences.

Animal Welfare Policy

Urban Mutts Hotels (UMH) is committed to implementing high standards of animal welfare management across the whole organisation.

Policy requirements

Whilst on our property and in our employment we require all our staff, contractors and suppliers to comply with all current UK animal welfare legislation at all times.

UMH supports the requirement to provide an animal with its needs in all the circumstances as required by good practice. Those needs include:

Its need for a suitable environment
Its need for a suitable diet
Its need to be able to exhibit normal behaviour patterns
Any need it has to be housed with, or apart from, other animals
Its need to be protected from pain, suffering, injury and disease

Safeguarding

Ensuring no illegal animal welfare or husbandry systems are in use
Animals are always provided with the appropriate veterinary care as and when required
Animal transport is kept to a minimum and is in accordance with government guidelines
The welfare condition of all animals is assessed and monitored throughout their stay with ongoing advice and input from a veterinary surgeon, an independent animal welfare adviser and/or a qualified dog trainer, and any recommendations made by them will be observed
Record-keeping and documentation completed by staff will be regularly monitored by management to ensure accuracy and compliance
Review of the animal welfare policy will be conducted on a regular basis and updated whenever necessary and appropriate

Duty of care

At UMH, staff, management and anyone who is responsible for any dog on site, whether on a temporary or permanent basis, have a legal duty to prevent unnecessary suffering and to provide for the needs as required by good practice in all the circumstances. Those needs include the need for a suitable environment, a suitable diet, the ability to exhibit normal behaviour patterns, to be housed with or apart from other animals (company), and to be protected from pain, suffering, injury and disease (health). Failure to provide for these needs may cause unnecessary stress and suffering.

Behaviour

All dogs will have enough to do so that they do not become distressed or bored
All dogs will be given access to suitable objects to play with and chew during their stay, in accordance with the Socialisation and Enrichment Policy
Dogs should be given positive reinforcement of good behaviours, including positive reward around new and potentially stressful stimuli
Hotel dogs are taken out for a walk at least once a day, and we always aim for a second walk in the afternoon, each a minimum of 30 minutes
Rough handling and punishment for any dog will not be tolerated. Offenders will be disciplined and repeated behaviour will result in dismissal
Dogs will be provided with a toilet area in their sleep hut and in the exercise areas

Immature dogs: additional consideration will be made to the behavioural needs of young dogs. Puppies will require more opportunity for rest and sleep. Refer to the Socialisation and Enrichment Policy for additional behavioural training for immature dogs.

Company

Caution will be taken with any unfamiliar dogs and introductions must be done in accordance with the Socialisation and Enrichment Policy
Any introduction to other dogs will only be done with the permission of the dogs' owners and under close supervision of trained staff
Dogs will have a natural curiosity towards other dogs and animals which may cause fear and/or distress. All staff will follow policy to avoid fear and distress around mixed dogs
Dogs from different households will not be boarded in the same sleep hut

Diet

All dogs will have access to clean fresh drinking water at all times
Each dog's feeding regime shall be agreed with their owner
Food and treats supplied by UMH will only be given with the permission of a dog's owner and should be considered and planned as part of a daily diet
Food and water containers will be cleaned daily in accordance with the cleaning policy
Water bowls are checked and topped up continuously throughout the day, emptied and refilled with fresh water a minimum of 3 to 4 times daily, changed immediately if soiled, and washed and disinfected at least once a day
Water and food consumption will be monitored and any abnormality recorded and reported to management
Any dog that remains inappetent for more than 24 hours will be referred for veterinary advice
No food for human consumption will be allowed in sleep huts and exercise areas on site, with the exception of treats provided by owners as above
Food will not be offered within an hour of planned travel to and from UMH
All food will be prepared in the designated food preparation area
Food will be stored in sealed containers and, where appropriate, in a dedicated dog food fridge
Where an individual dog's food has been supplied by owners this will be kept in separate marked containers
Dogs in boarding will be fed in their sleep huts. Dogs in day care will be fed in a separate feeding area as required, in accordance with the owner's request
Each dog will be given its own bowl to feed from
There will always be access to at least one water bowl for every dog on site

Immature dogs: additional consideration should be taken with young dogs. Food appropriate to their age will be sourced from the owner and given in suitable periods. Dogs under 6 months should be fed at least three times a day.

Environment

All dogs will, at all times, have a safe, clean, quiet environment with adequate protection from hazards
Each dog will be provided with a comfortable, clean, dry, quiet, draught-free rest area which has appropriate ventilation and is lit either naturally or artificially
There will always be enough beds available equal to the number of dogs on site
Rest and exercise areas will be secure and dogs will be able to get out of sight of each other
Any place a dog is left will be large enough to provide, at all times, a comfortable area with effective ventilation and temperature control, and the dog will be able to move around to ensure its comfort, avoiding becoming too hot or too cold
Careful consideration will be given to the movement and use of any equipment so as not to cause fear, alarm or distress
Noise levels will be kept to a minimum around animals. Staff should not make or encourage loud or sudden noises (e.g. heavy machinery and equipment) around dogs. It may be possible to habituate animals to loud or unusual noises gradually given sufficient time, but it is important animals do not show signs of anxiety, fear or distress. If these signs are shown, either the source of noise or the animal (whichever is appropriate) will be removed immediately
Each sleep hut and all dog areas will be cleaned at least once a day, and more if required. Dogs will be removed during cleaning
All sleep huts will be cleaned and disinfected after each dog has left and before the sleep hut is occupied again
All sleep huts will be disinfected at least once a week
Faeces will be removed from sleep huts and exercise areas at the nearest opportunity and at least four times a day

Health

Prior to arrival, an admission form with a health and temperament questionnaire should be submitted and signed by the owner
Sick or injured dogs will not be admitted to UMH without prior approval by a vet, in line with the Health & Welfare Policy
Palace Vets, an independent London practice, are based on-site with us at Urban Mutts and are the registered veterinary practice for the centre. Contact details are displayed in a prominent position in the reception area, the exercise areas and the sleep hut area
Out-of-hours emergency cover is provided by Medivet 24 Hour Kensington. Contact numbers are displayed in prominent areas including the staff room
In accordance with the Health & Welfare Policy, on admittance each dog must be up to date with UK licensed vaccinations against DHP and Leptospirosis. These are mandatory with no exemptions, and titre tests are not accepted in their place. Kennel cough vaccination is strongly recommended but not mandatory. Proof must be presented with a vaccination card which must include the matching microchip number of the dog
Collars, coats, harnesses and any other accessories worn by dogs should be made of non-toxic material and not cause a risk of injury and/or illness
If accessories are worn as above, dogs will be examined in areas prone to rubbing before, during and after admittance. If the skin is damaged it must be treated, and the accessory either adjusted to stop this from happening again or permanently removed
Dogs will only be tethered to secure them temporarily for their own safety
Tethered dogs will be continuously monitored by a member of UMH staff and will not be left unsupervised
Placement and movement of any furniture or equipment will be carefully considered so as not to cause a risk to dogs
Any dog that is showing signs of infectious disease should be placed in isolation in accordance with the Health & Welfare Policy
Dogs that require cleaning will be cleaned and brushed as required by staff. Where appropriate, dogs will be taken to the UMH salon and bathed and groomed by a professional qualified groomer

If any staff have any welfare concerns, including if a dog is at risk of harm, a dog ceases to be calm, controllable or responsive, or a dog shows signs of fatigue, anxiety, distress, pain or discomfort, they will remove the dog to a place of safety, record it on the appropriate form and report it to management so that appropriate measures can be implemented to avoid further issues.

In the event of high heat in the building (air-con malfunction), plentiful supplies of water must be available in all areas. Showers, paddling pools and hoses will be used to cool the dogs. In the event of extreme cold or heat (below 5°C or above 35°C) dogs should be removed to a place of safety as per the evacuation policy. During transport and exercise, additional water and air conditioning must be provided in extreme heat; additional heating and bedding must be provided in cold conditions; exercise times should be reduced in warmer weather; exercise should be taken in shaded areas whenever possible during sunny weather; protection from cold and rain will be used when provided by owners, with consideration given to those dogs without coats; and additional consideration should be made to coat type, length and condition for all of the above. In the event of a dog collapsing from extreme heat, veterinary advice should be sought immediately, and cool (not too cold) water must be offered and used to cool the dog's temperature. Vaccinations must be administered no later than 7 days prior to admission.

Staffing

UMH is dedicated to having sufficient numbers of competent staff to ensure the safety and welfare of all dogs on site. We operate at a 1:6 staff-to-dog ratio, and even in the event of staff sickness or absence this will never exceed 1:10.

At all times between the hours of 8am and 6pm there will be a minimum of one staff member on site to every 10 dogs on site
Where day care dogs are on site there will be a minimum of one member of staff to every 8 adult dogs in day care
When walking dogs at an off-site open space there will be a minimum of one member of staff for every 4 adult dogs
When exercising dogs at our enclosed off-site dog run there will be a minimum of one member of staff for every 6 adult dogs
Dogs in the Social Club will be under constant supervision
There will be a member of staff on site 24 hours a day, 7 days a week
All staff will be trained in accordance with the staff training policy
Staff will monitor all dogs' behaviour and welfare, record any abnormalities on the appropriate forms and feed these back to owners

Emergency procedures

UMH is committed to protecting its staff, any members of the public using its services and dogs in its care.

Before commencing employment all staff will be trained in the emergency procedures
UMH will follow all procedures as instructed by Westfield and their parent company
All staff will be provided with a health & safety manual and a safety in the workplace manual, and should sign to confirm they have read both
Emergency evacuation procedures will be posted in prominent positions around the building, including reception and the staff room, and must be followed in the event of a fire or other emergency
All entrances and exits must be kept clear at all times
In the event the building becomes uninhabitable for dogs, the instructions for the temporary shelter of dogs are kept with management

In the event of an animal escaping: all staff will be trained in dealing with escaped dogs; UMH management should be informed at the first opportunity, who will contact the dog owner and local authority immediately; if the dog escapes onto the road the police will be informed immediately; equipment for securing dogs which have escaped will be carried at all times on the Mutt Mobile, and all staff will be trained in the use of such equipment; all other dogs should be secured and supervised before any search and contain exercise commences.

Record keeping

UMH will keep a record of all dogs on the premises at any one time. Records will be kept electronically and stored for a minimum of 3 years. Under the terms of the boarding licence UMH will have a maximum of 25 dogs in boarding. In addition, under the terms of the day care licence, UMH will have a maximum of 33 dogs in the day care facility. The combined total of dogs in boarding and dogs in day care will not exceed 33 maximum.

Temperature checks, to include high and low temperatures, will be made in all areas accessed by dogs on a daily basis and recorded on the designated forms. A physical check of each dog will be made at least once a day, including on arrival and before departure, and recorded on the appropriate form. In addition, observational checks will be made at least every 4 hours during the day (8am to 6pm) and twice overnight (6pm to 8am). Physical checks will include mouth, eyes, ears and feet for cleanliness and any abnormalities or injury; any abnormality or injury must be reported to the owner and vet advice sought regarding necessary treatment. Observational checks will include signs of abnormal behaviour and aggression, quality and quantity of urination and defecation, and interaction and socialisation with humans and other dogs. Dogs will be checked before and after transport (see Dog Transport Policy) and monitored for water and food intake; any abnormality is recorded on an abnormal behaviour form and attached to the dog's file. Each day a schedule will set out which dogs will be present and when they will be taken for transport, and by whom. Each Hotel dog is guaranteed at least one walk a day, with a second in the afternoon whenever possible. The Mutt Mobile will be checked every day to ensure it is roadworthy, including oil, lights and windscreen washer, with vehicle check forms filled in and signed by every driver. Journey plans will be completed for every journey transporting dogs. The Mutt Mobile and sleep huts will be cleaned daily and disinfected after each use, recorded on the appropriate forms. Staff training and continued professional development (CPD) will be recorded and kept on personnel files in accordance with the Training Policy.

Staff Training Policy

UMH is committed to ensuring all staff are trained to a high standard in line with current animal welfare legislation. All staff will receive induction training on starting employment with UMH. This will include:

Basic understanding of legislation, including responsibility for an animal, duty of care to provide for the needs of an animal, and preventing unnecessary suffering
Dog welfare, including recognising poor welfare and understanding the five welfare needs
Basic dog behaviour
Cleanliness and hygiene
Feeding and food preparation
Dog handling on and off site
Disease control and isolation protocols
Recognition and basic first aid treatment of sick animals (Dog First Aid)
Health and safety
Workplace safety
First aid
Manual handling
Driving safety
GDPR
Fire safety
Post-COVID workplace safety

Before commencing employment all new staff should be familiar with this policy and the following policies and procedures:

Animal Welfare Policy
Health and Welfare Policy
Behaviour and Enrichment Policy
Cleaning Policy
Dog Transport Policy
Health & Safety Policy

All staff will receive regular training from a dog behaviourist and trainer (The Darling Dog Company), to include dog handling, introducing unfamiliar dogs, behaviour and enrichment, identifying unusual behaviours and puppy socialisation.

Continued Professional Development (CPD)

All staff will record any relevant qualifications and experience in their CPD record
Any training on site will be recorded on the staff CPD record
Staff should report any additional training, education and experience they receive to be added to their CPD record
All staff will have a monthly one-to-one with management and an annual appraisal to identify any training needs and review their CPD

Socialisation and Enrichment Policy

Dogs are highly intelligent animals that require mental and physical stimulation. It is important for those responsible for dogs (staff) to consider how the environment in which the dogs are kept is designed to meet their behavioural needs. The intention in this plan is to provide detail on how some of the behavioural needs will be met, and will include:

Positive interaction with handlers
Activities that encourage natural behaviour, e.g. chewing, exploration and exercise
Handlers having a positive relationship with each dog
Enhancing the sensory environment (sight, smell, etc.)
Dogs not being left alone for extended periods of time
Building predictability into dogs' routines
Dogs' ability to interact with other dogs
Regular, positive training activities
Varied opportunities to exercise
Quiet periods
Sleep Hut environments that are interesting and comfortable
Gradual introduction of dogs to potentially stressful situations

The following details how UMH will meet a dog's behavioural needs. This has been written in conjunction with a dog behaviourist and trainer and an animal welfare consultant.

Dogs are able to express natural behaviour

Hotel dogs are taken out for a walk at least once a day, and we always aim for a second in the afternoon, to use their senses to exercise and explore. Back at the Social Club they will be offered a variety of toys to stimulate natural behaviours, and given the opportunity to rest, run around or hide away from others if they so wish. Dogs staying in our Hotel will also have their Sleep Huts to rest in, as well as their toys from home to play with.

Dogs are given the opportunity for suitable exercise

Hotel dogs are walked at least once a day, with a second walk in the afternoon whenever possible, for a minimum of 30 minutes each time. Most walks are to our enclosed dog run on Queensdale Crescent, London W11 4TJ (what3words: ///stages.skinny.swing), and occasionally to nearby Norland North Open Space (what3words: ///bowls.discrepancy.family). Exercise will be on or off lead depending on the circumstances and consent from the owner. Dogs that are unable to go out, due to medical reasons or no owner consent, will be given an individual exercise plan to be carried out on site in accordance with their needs.

Dogs are given the opportunity to experience variety and stimulation

Dogs will be given the opportunity to play with dog-friendly toys in designated play sessions scheduled during the day. The toys will be designed to stimulate behaviours such as chewing, exploring and sensory stimulation. Toys will vary on a day-to-day basis to encourage exploration and prevent boredom. Owners will be invited to supply toys for boarding dogs to be kept in their sleep hut.

Dogs are given the opportunity to play and interact with other dogs

The Social Club will allow up to 33 dogs with supervised socialisation sessions. Hotel dogs are taken in groups to our enclosed dog run or nearby open space on their daily walks and given the opportunity to socialise with each other under supervision. Socialisation will be done in line with training from The Darling Dog Company.

Socialising unfamiliar dogs

Introductions of unfamiliar dogs will be done in a controlled environment in the Social Club. Dogs will be kept separated with the opportunity to meet, firstly through sight and smell either side of barriers, and introduced carefully under close supervision. Training provided by a behaviourist will allow staff to identify appropriate behaviours. Staff taking dogs to the dog run or open space will be given training in handling dogs around dogs not associated with UMH.

Dogs are given the opportunity to learn and develop

Interactions with dog handlers will include training and habituation to new experiences in line with training provided by The Darling Dog Company. Where particular behaviours have been identified, and with consent from the owner, handlers will work with dogs to adjust behaviours such as reducing any dog-on-dog focus that could be detrimental to a dog's behaviour or create issues for an owner to handle.

Reducing the potential for dogs to experience significant stress

Working with a dog behaviourist, staff will look to:

Prevent unwanted behaviours happening. Common ones from dogs in day care are dog focus, frustration behaviours and resource guarding
Prevent stress: as above, there will be a period of acclimatisation. New dogs will have a number of lead-ups before a dog can fully join the group
Neutered and non-neutered dogs: we will ask whether dogs are neutered or spayed. From a behavioural point of view this helps identify any potential behavioural issues. Every dog is different and this would be discussed with the behaviourist first
We recognise it should not be about the sizes of dogs or breeds, but about personalities and temperaments

Dogs are given the opportunity to make choices and have control in their environment

All dogs in the Social Club will have individual beds and the opportunity to hide away. The Social Club has at least two different areas and dogs will be given the opportunity to explore either. Barriers will be used to separate different areas for dogs within the space and allow separation of dogs if required, or if they choose to. The puppy area can also be used if no puppies are in boarding or day care. Boarded dogs will have a choice of two areas in their sleep hut.

Additional requirements for dogs under one

There will be a separate area for dogs under one year old. We will have a maximum of three dogs under 6 months at any one time. There will always be a designated member of staff who will work closely with the puppies. With the guidance of the dog behaviourist, puppies will be socialised gradually to new experiences and unfamiliar dogs and people. The office in reception will be used as an additional quiet area for puppies. Wherever puppies are located they will be under constant supervision.

Preventing the development of abnormal behaviours

Each dog handler will monitor the behaviour of all dogs in their care. Any abnormalities will be recorded on specific sheets. Abnormal behaviours will be addressed in line with advice from the behaviourist, and a plan made with consent from the owner. The above plan will be implemented by all staff in line with their ongoing training provided by The Darling Dog Company (see Training Policy). This policy is subject to change and development as required by management following expert input.

Health & Welfare Policy (Dog Boarding and Dog Day Care)

Veterinary registration

The registered veterinary practice for the centre is Palace Vets, an independent London practice based on-site with us at Urban Mutts (palacevets.co.uk). Out-of-hours emergency cover is provided by Medivet 24 Hour Kensington (Kynance Veterinary Clinic), 1-3 Gloucester Road, Kensington, London SW7 4PP, 020 7584 2019. These details are displayed in prominent positions, near a telephone and accessible to all members of staff.

Written consent between the dog owner and licence holder must be obtained on or before arrival with regards to the use of the veterinary practice above when in the centre's care
Dogs that have been showing signs of any infectious or contagious disease such as diarrhoea, vomiting or coughing in the last 72 hours prior to arrival on site should not be permitted on the premises
All dogs must be checked regularly for signs of pain, suffering, injury, disease or abnormal behaviour, and these must be recorded
All sick or injured dogs must receive prompt attention from a veterinarian
Dogs showing signs of sickness, injury or infectious disease must be placed in isolation and the isolation protocol followed
A record of any veterinary visits and/or treatment regarding any dog at the centre, including dosage and frequency of treatment provided, must be kept for 3 years

Isolation

Isolation facilities must be kept exclusively for the use of isolating sick or injured dogs
Protective clothing and footwear must be worn when handling dogs in isolation. This clothing must be kept in the isolation unit except for cleaning purposes
Dedicated equipment such as food and water bowls should be used in isolation
If possible, a dedicated member of staff should attend to dogs in isolation
Dogs in isolation must be checked regularly and handled after the other dogs where dedicated staffing is not possible
Hands must be washed after leaving isolation facilities

Vaccinations

All dogs must be up to date with UK licensed vaccinations against Canine Distemper, Canine Adenovirus/Infectious Hepatitis, Canine Parvovirus (DHP) and Leptospirosis (L2 or L4)
Although vaccination against Bordetella Bronchiseptica/Canine Parainfluenza virus (kennel cough) is not mandatory, we strongly advise this is given to reduce the risk of kennel cough
A vaccination record must be seen and photocopied before any dog enters the premises
DHP and Leptospirosis vaccinations are mandatory with no exemptions. Titre tests are not accepted in their place, and we do not accept breed-based exemptions, breeder agreements, or any other reason for a dog not being fully vaccinated
Primary vaccination courses must have been completed 2 weeks prior to entering the premises

Parasites

All adult dogs should be routinely wormed every 3 months and flea treated monthly (unless prescribed longer-lasting flea products by their veterinarian) using a product authorised by the Veterinary Medicines Directorate (VMD) and licensed in the UK. Dogs under 6 months should be wormed monthly
In cases where parasites are evident, such treatment should be administered by an appropriately competent person after discussion with the registered veterinarian and consent from the owner
All excreta must be disposed of promptly and in a hygienic manner (see cleaning protocol)

Un-neutered bitches

From the first day of spotting, a bitch in season cannot be on site for any service, whether daycare, a hotel stay or grooming. This is non-negotiable
Owners must tell us when their bitch was last in season so we can anticipate her cycle. If a bitch comes into season during a hotel stay or day care, she will be placed into isolation for her safety and the wellbeing of the wider pack, and the owner or emergency contact must collect her within two hours. She cannot return to any service for four weeks from the first sign of spotting

Dogs on medication

All prescribed medicines should be stored safely and securely in a locked cupboard, clearly labelled, at the correct temperature, and used in accordance with the instructions of the veterinarian.

In case of death of a dog on premises

If a dog should die on premises, the body should be stored at the registered veterinarian's until the owners return
No person may euthanise a dog except a veterinarian
Euthanasia, if necessary, will be humane and effective
Euthanasia must not take place without the consent of the owner unless it is imperative for the welfare of the dog. All reasonable steps must be taken to get consent prior to euthanasia
A record will be kept on site of all dogs euthanised

Dog Transport Policy

All dogs travelling in our transport vehicles, which we call the Mutt Mobile, will be transported in accordance with relevant UK legislation, including the Welfare of Animals (Transport) Order 2006, the Animal Welfare Act 2006 and the Road Traffic Act. All dogs must be checked for fitness to travel, and for all journeys an Animal Transport Certificate must be completed. All dogs will be transported in a safe and secure manner.

A journey plan will be made before every trip and will include departure time, destination, any planned stops, estimated arrival time and the number of dogs on board. Each day a schedule will set out which dogs will be present and when they will be taken for transport, and by whom. The Mutt Mobile will be checked every day to ensure it is roadworthy, including oil, lights and windscreen washer, with vehicle check forms filled in and signed by every driver.

All dogs will be restrained in suitably sized cages. No dog will be transported in a manner likely to cause suffering
Dogs will always be transported with the appropriate restraint and never in the front seat of a vehicle
Cages will be cleaned and disinfected after each use and before another dog enters
Only dogs of similar size should share cages. All dogs should be able to stand naturally and lie down in the cage
Dogs sharing a compartment from different households must have written consent from owners
All dogs must be taken out of the vehicle on a lead

Cleaning Policy

UMH will provide a clean and safe environment for dogs, staff and members of the public that is free from hazards and provides protection from disease and contamination. All areas will only be cleaned using animal-safe products supplied by AQUEOS. All chemicals and disinfectants used will be non-toxic and pet-friendly; bleach must not be used. Chemicals and disinfectants used for cleaning will be stored, handled, applied and removed strictly in accordance with the manufacturer's instructions. Data must be available to staff at disinfectant dispensing points to explain the precautions to be taken by the user and the action required in the event of a spillage, contamination or contact with skin. Only dog-friendly disinfectants supplied by AQUEOS are to be used at any time in the Hotel; product information and dilution instructions are kept for reference on the Dog Kitchen notice board.

Sleep huts

All sleep huts will be cleaned at least once a day, including floors, walls and doors
All sleep huts will be cleaned and disinfected after dogs leave and before a new dog is admitted
The accommodation should be allowed to dry before adding bedding and another occupant
All sleep huts will be disinfected at least once a week
Food and water bowls will be cleaned every day and fresh clean water supplied every day
Food and water bowls will be disinfected after each dog leaves and before use with a different dog
All food and water bowls should be disinfected at least once a day
Beds and bedding will be cleaned and changed daily
All bedding will be changed after dogs leave and before a new dog arrives
The corridor will be cleaned and mopped every day

All urine and faeces will be cleared and cleaned at the nearest opportunity and a minimum of four times a day
The floor will be cleaned and mopped every day
Beds and bedding will be cleaned and changed every day
Water bowls are checked and topped up continuously throughout the day, emptied and refilled with fresh water a minimum of 3 to 4 times daily, changed immediately if soiled, and washed and disinfected at least once a day
Walls, doors and windows will be cleaned at least once a week

Kitchen

All surfaces and floors will be cleaned at least once a day
The food preparation area should be disinfected after each session (normally twice a day)
Used food and water bowls will be cleaned at the first opportunity and never left overnight
Fridges will be cleaned and disinfected at least once a week

Reception

The reception area will be kept tidy and clear of hazards at all times
Reception desks should be wiped down before each customer approaches a desk
All tables will be wiped down after each use
Floors and surfaces will be cleaned and disinfected at least once a day
Any spillages or toileting by dogs will be cleaned immediately once it has come to the attention of staff

Grooming salon

The salon will be as clean and tidy as is practical at all times
When working on animals, consideration will be taken that on occasion, and especially during grooms, the site may be untidy, but groomers are expected to tidy up as they go
Grooming areas will be cleaned and disinfected after every use

Records of cleaning and disinfecting must be completed and available. These will be recorded on paper and electronically.