Standard Operating Procedures
Dog Walking Services
Document Version:
1.0
Effective Date:
19 April 2026
Prepared By:
Barking Mad Dog Walking Service
Review Date: April 2027
Annually or as required
1. Purpose & Scope
This Standard Operating Procedure (SOP) document outlines the policies, processes, and standards that all Barking Mad Dog Walking Service staff and contractors must follow. It ensures consistent, safe, and high-quality care for every dog in our service.
This SOP covers two core areas:
Daily Dog Walking Procedures
Client Onboarding & Communication
2. Client Onboarding & Communication
2.1 Initial Enquiry
When a new client makes contact, the following steps must be completed:
Respond to enquiries within 24 hours via phone, email, or messaging app.
Collect basic information: client name, address, dog name(s), breed, age, and any known health conditions.
Send the New Client Welcome Pack including the Service Agreement, Terms & Conditions, and Emergency Protocols document.
Schedule a free Meet & Greet consultation.
2.2 Meet & Greet Consultation
A Meet & Greet must be completed before any paid service begins. During the consultation:
Visit the client at their home to meet the dog in a familiar environment.
Assess the dog’s temperament, behaviour, and any special requirements.
Confirm walking routes, entry arrangements (key, lockbox, or owner present).
Complete and sign the Client Registration Form.
Discuss and agree on preferred communication method and update frequency.
Confirm vaccination status – proof of up-to-date vaccinations is required before service commences.
2.3 Required Client Documentation
The following documents must be completed and signed before walks begin:
Client Registration Form (includes dog details, vet contact, emergency contacts)
Signed Service Agreement & Terms and Conditions
Key or Access Authorisation Form
Proof of up-to-date vaccinations
2.4 Ongoing Communication
Barking Mad Dog Walking Service is committed to keeping clients informed at all times:
Send a post-walk update (message, photo, or GPS report) after every walk.
Notify clients immediately of any incidents, injuries, or concerns during a walk.
Respond to client messages within 4 business hours.
Provide advance notice of any schedule changes or holiday cover arrangements with at least 48 hours’ notice where possible.
2.5 Booking & Cancellation Policy
Bookings should be made at least 24 hours in advance.
Cancellations with less than 24 hours’ notice may be subject to a cancellation fee as outlined in the Terms & Conditions.
Regular scheduled bookings should be confirmed at the start of each month.
3. Daily Dog Walking Procedures
3.1 Pre-Walk Preparation
Before each walk, staff must complete the following checks:
Review the client’s dog profile for any updated notes, health concerns, or special instructions.
Ensure all required equipment is prepared: leads, poop bags, water, first aid kit, and phone.
Confirm the dog’s vaccination and health status is current.
Check weather conditions and select an appropriate route.
3.2 Arrival at Client Property
Arrive within the agreed time window (maximum 15 minutes either side of scheduled time).
Use the agreed access method (key, lockbox, or client present).
Greet the dog calmly to avoid over-excitement before securing the lead.
Conduct a quick visual health check – look for signs of injury, illness, or distress.
If the dog appears unwell, contact the client before proceeding with the walk.
3.3 During the Walk
Dogs must be kept on a lead at all times unless in a designated, securely fenced off-lead area agreed with the client.
Maximum group size: no more than 4 dogs per walker at any one time.
Maintain full control and supervision at all times – never leave dogs unattended.
Avoid high-traffic roads and known hazards such as broken glass, standing water, or aggressive dogs.
Clean up all waste immediately and dispose of it in an appropriate bin.
Take a photo mid-walk to share with the client as a welfare update.
Carry fresh water and offer it to dogs on walks exceeding 30 minutes or in warm weather.
3.4 Post-Walk Procedures
Return the dog safely to the client’s home and secure all entry points.
Dry the dog if wet and wipe paws before returning to the home.
Ensure the dog has access to water before leaving.
Lock up and confirm the property is secured.
Send the post-walk update to the client including a photo and brief summary.
Log the walk in the daily record system including duration, route, and any observations.
3.5 Dog Welfare Standards
The welfare of every dog in our care is our highest priority. All staff must:
Never use harsh, punitive, or forceful methods of control.
Respect each dog’s individual needs, pace, and temperament.
Monitor for signs of overheating, exhaustion, or distress and act immediately.
Report any concerns about a dog’s welfare to the client or, if necessary, the relevant authorities.
4. Health & Safety
4.1 Personal Safety
Always carry a fully charged mobile phone during walks.
Share your planned route and estimated return time with the office or a colleague.
Trust your instincts – if a situation feels unsafe, remove yourself and the dog immediately.
Do not walk alone in isolated areas after dark.
4.2 Zoonotic Disease & Hygiene
Always wash hands thoroughly after handling dogs, waste, or equipment.
Carry hand sanitiser for use when handwashing facilities are not available.
Wear gloves when handling waste or injured animals.
5. Record Keeping
Accurate records must be maintained for all clients and walks:
Client Registration Forms must be stored securely and updated whenever information changes.
Walk logs must be completed after every service.
Incident reports must be filed within 24 hours of any accident or welfare concern.
All client data is held in accordance with UK GDPR and our Privacy Policy.
6. Document Review & Updates
This SOP will be reviewed annually or following any significant incident, change in legislation, or change in business operations. All staff will be notified of updates and required to confirm they have read and understood any revised version.
Barking Mad Dog Walking Service – Where Every Walk is a Tail-Wagging Adventure