policies and procedures
Please see a complete copy of our Policies and Procedures below or click here to download your own.
Booking Process & Procedure
General
- Owners are requested to familiarise themselves with all operational documentation with special attention to emergency procedures before their dog’s arrival.
- In accordance with regulatory guidelines, a meet and greet to familiarise dogs with Milo & Co staff, the premises and any regular dog guests is mandatory and must be confirmed with owners before completion of any booking.
- Owners are required to complete a permissions document before dog arrival.
- In season bitches or entire males will not be accepted for simultaneous stays.
Medical
- On booking, owners are required to provide an up-to-date veterinary vaccination record to ensure dogs have current vaccinations against canine parvovirus, canine distemper, canine adenovirus/ infectious canine hepatitis, leptospirosis, kennel cough (Bordetella bronchiseptica/ Canine parainfluenza virus) and other relevant diseases.
- Certification from veterinarian of a recent protective titre test is accepted instead of a booster vaccination.
- Primary vaccination courses must be completed at least 2 weeks prior to stays.
- Vaccines must be licensed for use in the UK. Homoeopathic vaccinations are not accepted.
- Dogs must have been appropriately treated for external and internal parasites in accordance with veterinary advice before entry to the premises. No dogs with evidence of external parasites (fleas, ticks or lice) are permitted. If treatment not veterinary provided, full information of over-the-counter bought treatment to be provided in case of emergency.
- Owners must consent to being contacted in emergencies and to be available to consent vet treatments and further treatments on the premises (as directed by the vet) if required.
- Owners must consent to Milo & Co. vet treatment in the case of an emergency.
- Prescribed treatment plans must be completed as per the specifications given by the vet, should these exceed the stay at the premises, the owner must confirm their responsibility to complete the course.
Daily regimes
- Owners to provide grooming equipment if specific or must consent to Milo & Co. provision.
- Prior written consent to be given for a dog to be have free running in the garden; to be let off the lead; to be lead-walked; socialised; and fed with dogs from other households. If not, owners must specify otherwise.
- Dietary requirements/ allergy details and feeding regime to be communicated during the booking process.
- Owner to confirm 2 x daily walks – any changes to this must be specifically requested and confirmed prior to arrival.
- Owners to provide treats for training purposes. Milo & Co. can provide on request and with prior written approval.
Booking and Cancellation Fees
- Bookings of more than 5 days require a 20% deposit or full upfront payment if preferred by owner.
- All payment must be received no later than the day of arrival.
- Cancellation
o Less than 48 hours – full amount
o Less than 72 hours – 50%
o Less than 96 hours – 25%
Environment & Welfare
Environment
- Dogs are kept clean and comfortable. Grooming and other health regimes as per instruction from owners. Particular attention is paid to coat, teeth, ears, nails and inspection for parasites.
- Dogs are kept in a suitable environment for their best comfort both day and night, inside or out.
Interior
- All areas within the premises that are accessible to dogs are maintained and in good repair. There are not any sharp edges, projections, rough edges or other hazards, such as chemicals and loose cables.
- All doors and windows in areas accessible to dogs are escape proof, securable, strong enough to resist impact and scratching and to prevent injury. All internal doors open inwards.
- All rooms accessible to dogs and doors within these are full height.
- All floors and surfaces in rooms in which dogs have access are maintained in good order and repair and are cleanable.
- All electrical sockets and appliances in rooms in which dogs have access are isolated where necessary.
- All rooms accessible to dogs have temperature control and no draughts but with ventilation.
- All areas accessible to dogs are cleaned daily and disinfected regularly – dogs are moved from room to room to allow for this and ensure they are not in a room when it is being cleaned.
- All rooms accessible to dogs have natural and artificial light available and lights are turned off/ blinds/ curtains closed at night for period of darkness.
- There are multiples of resources (food, water bowls, sleeping areas) equal or greater than the number of dogs on the premises to minimise competitive behaviour. Dogs are separated and carefully monitored during feeding times.
- Dogs are not to be left alone for any extended periods of time.
- Kitchen bin and cupboards are closely monitored if dogs in kitchen – dogs are not left unattended in this space.
- No cats or other animals in or on the premises.
- Dogs are not shut in a room on their own unless specifically requested by owner or in case of emergency/ mandated by vet.
- The sleeping areas provide a clean resting place for comfort and warmth with no draughts. They have the ability to be temperature controlled. Dogs have space to stand at full height, stretch, wag their tails, and walk around without touching the sides. The spaces are bigger than twice that required for any dog to lay out flat.
- All beds and bedding areas are kept clean, dry and parasite free.
- Bedding is provided by owner unless otherwise requested. If bedding is not provided by owner it may need to be adapted based on age of dog or infirmity and will need to be replaced if destroyed. Bedding is made of material that is easy to wash/ disinfect and is changed, cleaned and disinfected between dogs.
- All rooms have designated windows that can be opened and closed easily but do not allow dogs to escape.
- Crates are only used if requested and provided by owner and a dog will not be kept in a crate for longer than a three hour period within any 24 hour time frame. Crates will not be shut unless requested and confirmed by owner. Crates provided will be a suitable size and construction – to be in good condition, sufficiently large enough for the dog to sit, stand, lie flat and turn around. Milo & Co. to assess owner-provided crates on arrival.
Exterior
- There will be no standing water from cleaning or urine in areas accessible to dogs. Drainage will be permanently unblocked.
- All doors and gates in areas accessible to dogs are escape proof, securable, strong enough to resist impact and scratching and to prevent injury. All external doors and gates are lockable and we will have access to keys at all times.
- All outdoor fencing is strong and rigid with no gaps or holes.
- The garden is privately owned (not shared).
- The home includes its own entrance.
- Regular opportunities are provided for toileting and a separate, gated, storage area is provided for excreta and soiled bedding when on the premises. This is removed/ emptied regularly by an external contractor. Multiple excreta bags are taken out on all dog walks.
- Outdoor areas are clear of hazards, and faeces is removed daily/ between stays and visits.
- All outdoor bins are kept in gated areas away from dogs.
- No ponds, pools or wells in the garden.
Feeding
- Frequency of feeding is based on dog routine as instructed by owner. Dogs to be fed minimum once a day if in our care during their feeding times.
- There are multiples of food, water bowls etc. equal or greater than the number of dogs on the premises to minimise competitive behaviour. Dogs are carefully monitored during feeding times.
- All dietary requirements/ allergy details are pre-requested on booking.
- Owners to be encouraged to provide dog’s usual food from home so as not to upset their routine or health.
- Food and water levels per dog are monitored. Should any dog remain inappetent for longer than 24 hours, veterinary advice will be sought. Log to be kept up-to-date of any irregularities.
- Weight of dogs is monitored throughout stays and any concerns will be raised with vet. Log to be kept up-to-date if any irregularities.
- Dry food is not left out for more than 12 hours. Wet food is removed within 20 minutes of feeding.
- Food is stored in refrigerator where needed and in appropriately cool, dry and inaccessible areas if dry. Dog food is kept in separate shelf/ draw areas.
- Food and drink receptacles are cleaned daily and disinfected once a week. If damaged they will be disposed of.
- Fresh water is provided daily and changed/refreshed when needed. Fresh water is provided in all rooms accessible to dogs.
- Any food preparation takes place in the kitchen where there is a work surface, hot and cold running water and storage. A separate wash basin with hot and cold water, and soap and hygienic drying facilities will be provided separately.
Monitoring of Behaviour and Training
- A mandatory meet and greet needs to be completed prior to any stay. This will familiarise dogs with Milo & Co. staff, the premises and any regular dogs.
- Daily programs are pre-agreed with each owner setting out enrichment both inside and outside to include grooming, socialisation and play. All dogs have toys and feeding enrichment either provided and instructed by owner or provided by Milo & Co. as requested. Use of enrichment items is monitored.
- All items are checked daily and disposed of if damaged/ deemed unsafe. If not Milo & Co. owned, these will be kept separate for collection and disposal at the discretion of the owner.
- Dogs are walked twice daily unless otherwise specified by owner. Each walk will be minimum 20 minutes.
- Dogs have regular access to the garden for play, socialisation and free running.
- No more than 6 dogs are walked or stay at any one time.
- Any dogs that cannot be exercised are provided with other mental stimulation with people and toys at least twice daily.
- Owners to pre-confirm they are comfortable with dogs playing and staying with dogs from other households.
- Milo and Co staff are able to identify abnormalities and, in particular, any dogs that are anxious or fearful about contact.
- Behaviours of all dogs are monitored daily and changes in behaviour indicative of suffering, stress, fear, aggression or anxiety are recorded and acted upon where deemed necessary. Accident and behaviour is kept up-to-date in log if any irregularities.
- Steps are to be taken to remove dogs from other dogs or rooms should they be showing signs of nervousness or stress.
- Any basic training is rewarded with positive reinforcement (treats provided by owner or Milo & Co. if approved). Clicker training also available – to be paired with verbal, gestural and toy/ food based treats as pre-arranged. Training can be a continuation of any current training regime as discussed or as an introduction of new basic, training from Milo & Co., also to be discussed and agreed pre-arrival.
- Dogs are handled humanely and appropriately to suit the requirements of the individual dog and to minimise fear, pain and distress. Dogs are never punished so that they are frightened or exhibit aversive behaviour.
- Any new dogs have the ability to be kept separately if required on first stay.
- Any equipment a dog is in contact with will not pose a risk of suffering, distress or disease to the dog and must be used correctly.
- Leads and harnesses are removed in the home environment.
- Items belonging to each dog will be recorded at the beginning of the stay and returned at the end.
Under One Year Policy
In addition to all other Milo & Co. Policies and Procedures, please see additional processes below for any dogs below one year of age. As per all dogs, any specifics with regard to a dog under the age of one must be pre-agreed with owner before arrival.
Age-related, special care, attention and monitoring will be applied to:
- Interaction with people and other dogs both inside and outside the home.
- Play and use of toys.
- Toileting behaviours.
- Feeding regimes.
- Sensorial stimulation both inside and outside the home.
Protection from Pain, Suffering, Injury and Disease
- See feeding section for feeding procedures.
- See environment section for cleaning procedures.
- See transport section for transportation procedures.
- See environment and monitoring of behaviour and training sections for health and welfare procedures.
- See emergencies section for emergency procedures.
- See below for prevention of and control of the spread of disease.
- See below for the death or escape of an animal (including the storage of dead animals).
- See emergency procedures for suspension or revocation of the license, or during/ following an emergency.
- Milo & Co. staff are completely aware of all policies and procedures and ensure these are adhered to at all times.
- Should any dogs show signs of potentially infectious diseases or parasites they will be removed from the premises as a matter of urgency and taken to an isolated unit in the veterinary clinic. In the interim/ before emergency collection, a dedicated emergency cage will be provided in the isolation room and dogs will not be allowed into the garden/ on the grass to avoid contamination.
- Protective clothing is kept on site in case of infectious emergencies.
- If infected dogs need to be transported to vet’s in Milo & Co vehicle, vehicle will be completely disinfected before returning to premises.
- An up-to-date veterinary vaccination record is mandatory on booking to ensure dogs have current vaccinations against canine parvovirus, canine distemper, canine adenovirus/ infectious canine hepatitis, leptospirosis and other relevant diseases. Vaccination against other diseases such as kennel cough (Bordetella bronchiseptica/ Canine parainfluenza virus) requested but not mandatory.
- Certification from veterinarian of a recent protective titre test is accepted instead of a booster vaccination.
- Primary vaccination courses must be completed at least 2 weeks prior to stays.
- Vaccines must be licensed for use in the UK. Homoeopathic vaccination is not accepted.
- Dogs must have been appropriately treated for external and internal parasites in accordance with veterinary advice before entry to the premises. No dogs with evidence of external parasites (fleas, ticks or lice) are permitted. If treatment not veterinary provided, full information of over-the-counter bought treatment to be provided in case of emergency.
- A separate, gated, marked storage area is provided for excreta and soiled bedding when on the premises. This is removed/ emptied regularly by an external contractor. Multiple excreta bags are taken out on all dog walks.
- Sickness or injury will be reported to the vet as soon as possible and any instructions for treatments recorded and strictly followed with further guidance sought if there is any ongoing concern. All treatments will be confirmed with owners under the direction of the vet. All sickness, injury and treatments will be recorded in log.
- Vet details are readily available at any time on the premises inclusive of name, address, contact number and out of hours provision. Vet is within reasonable distance.
- Prescribed treatment plans will be completed as per the specifications given by the vet, should these exceed the stay at the premises, owner must confirm their responsibility to complete the course.
- All unused medications will be returned to the owner, nominated contact or prescribing vet.
- A fridge is provided to store medicines that need to be kept at a certain temperature.
- Medicines other than prescribed medicines will be stored, used and disposed of in accordance with the instructions of the manufacturer or vet.
- Cleaning products are suitable, safe and effective against pathogens that pose a risk to the dogs. They are used, stored and disposed of in accordance with the manufacturer’s instructions and used in a way that prevents distress of suffering. Disinfectant products are virucidal and bacteriocidal. Milo & Co. staff are competent in the safe use of detergents and fluids.
- Cleaning products are stored in a separate space away from the dogs.
- No standing water is allowed to accumulate.
- Grooming equipment is kept clean and in a good state of repair at all times. If provided by the owner it will be used on that dog only and sent home at the end of their stay.
- Toys, towels and beds are cleaned and disinfected between use/ stays.
- Dogs will be checked daily or more regularly if required for any signs of pain, injury, disease or abnormal behaviour. Vulnerable animals will be checked more regularly. Any signs of pain, injury, disease or abnormal behaviour will be noted in the accident and behaviour log and reported with advice sought if required.
- Presence or absence of faeces and urine is monitored daily and abnormalities recorded in the log.
- No one other than a vet may euthanize. No euthanasia will take place unless consent is obtained from owner.
- Records to be kept of any euthanasia along with record of vet who carried it out in log.
Emergency Procedures
- On booking, all owners must complete an emergency contacts form to include:
o The name, postal address, contact number, email address and emergency contact of owner
o The name, postal address, contact number, email address of each emergency contact/ buddy
o The name, postal address, contact number, email address and emergency contact of vet
- An emergency procedures document is easily available on site and followed, where necessary to ensure appropriate steps are taken to protect all the people and animals on the premises in case of fire or in the case of breakdowns for essential heating, ventilation, aeration or filtration systems or other emergencies.
- There will be a dedicated external emergency contact that can cover any emergencies or absence of leave so that the dogs are not left alone for any extended period of time. This person will be a key holder and will be no further than 30 minutes from the property. To avoid any further risk, a secondary person will also have keys to the premises and be within 60 minutes.
- Each dog will have minimum of one ‘buddy’ human (and dog) home in case of an emergency that would involve the displacement of the animal from the premises.
- The above emergency contact and buddies is applicable if suspension or revocation of the license is implemented during stays.
- Entrances and fire exits are clear of obstructions.
- Suitable firefighting, prevention and detection equipment are on site and maintained to a good working order. Provision to include smoke detectors, carbon monoxide detector and firefighting equipment
- See site plan for emergency evacuation routes.
- All electrical installations have been installed appropriately by qualified persons and are maintained in a safe condition.
- All equipment is maintained in a good state of repair and service according to the manufacturer’s guidelines.
- All external doors and gates are lockable.
- An accident report and abnormal behavioural log is kept up to date at all times.
- When outside of the home all dogs are tagged with the emergency contact details of Milo & Co.
Transport
- Dogs will be transported in a dedicated vehicle complete with transport harnesses, seat belts and guard. A crate will only be used if requested. Crates can be provided by owner and will be a suitable size and construction – to be in good condition, sufficiently large enough for the dog to sit, stand, lie flat and turn around. Milo & Co. do have a crate if requested and is suitable for individual dog, subject to their size.
- Crates and harnesses are cleaned and disinfected regularly – as required based on regularity of use.
- Vehicle is regularly cleaned and disinfected – as required based on regularity of use.
- Dogs are not be left alone in the vehicle.
- Any journeys over 20 minutes are broken up with sufficient water and toilet breaks.
- Any pickup and collections by car will include dogs on leads between homes and vehicle.