Monitoring

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Monitoring, Procedures, Policies & Information

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DAILY CHECKS – Complete these checks in the morning during and after checking and cleaning.

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ARRIVAL OF LIVESTOCK

• PURCHASE
• REHOME
• ORDERED LIVESTOCK

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Complete this form straight away when we have lost any livestock.

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Complete this as soon as a customer has been denied a pet. 

This includes anyone who has tried to purchase but doesn’t have the enclosure or tank and has said they will come back.

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Following procedures at work is crucial to maintaining a safe, efficient, and organised workplace.

Procedures ensure that all tasks are carried out consistently and in compliance with legal and regulatory requirements, minimising risks to yourself, employees, customers, and the business itself.

Adhering to established guidelines fosters teamwork, reduces errors, and supports the overall success of the business by promoting accountability and professionalism.

In emergencies, knowledge of procedures can save lives and protect valuable resources by ensuring everyone knows their responsibilities and how to respond effectively.

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Written pet procedures are a guideline of the standards we have promised to deliver. It includes, Animal care and welfare, customer awareness and DEFRA-Specific Protocols. 

Pet Sale procedures and Care Standards Policy

Written Procedures for Town Gardens & City Pets

1. Customer Screening

• Pets and Fish:
  • Pre-Purchase Assessment:
    • Ask customers to provide clear photographs of their current pet housing setup to ensure it meets species-specific requirements. If they cannot do this, question the whole set up and using opening questioning techniques.
    • Confirm the customer’s understanding of dietary, environmental, and behavioural needs of the requested species.
    • Enquire about existing pets and discuss compatibility to avoid issues like aggression or stress.
    • Assess the customer’s prior experience or research on the species. If they lack knowledge, provide in-depth advice using pet care guides or literature.
  • Sales Decisions:
    • If there is any doubt about the customer’s ability to provide proper care, escalate the decision to the manager or if the manager or a supervisory colleague is unreachable to assist deny the sale politely.
    • Ensure all reptiles purchased feeding on thawed frozen food come with a feeding record to maintain continuity. A detailed record will be set up upon arrival to the store.

2. Accommodation & Environmental Standards

• Housing Requirements:
  • Verify that all enclosures are escape-proof and free of hazards like sharp edges or toxic materials.
  • Provide species-appropriate enrichment, including toys, climbing structures, or substrates to support natural behaviours. (Animal Welfare Act 2006 – Five Animal Welfare Needs)
• Environmental Monitoring:
  • Use digital thermometers and hygrometers to check and maintain optimal temperature and humidity levels for all applicable enclosures, monitoring of pet room and treatment room conditions.
  • For reptiles, ensure a thermal gradient with separate warm and cool zones within enclosures.
  • Maintain quiet areas for noise-sensitive species and avoid placing animals in high-traffic or noisy zones. Ensure visitors are reminded of the quiet spaces and how to conduct themselves within the pet room or around any other pets placed around the store.

• Regular Maintenance:
  • Conduct daily cleaning and spot checks and perform deep cleaning monthly using approved disinfectants and cleaning routines.

3. Health and Welfare Monitoring

• Daily Checks:
  • Inspect animals for signs of illness, such as abnormal breathing, lethargy, unusual posture, or lack of appetite.
  • Check eyes, skin, ears, and dental health visually, and ensure movements are natural and unimpeded.
• Documentation:
  • Maintain detailed records of all health observations, treatments, and veterinary visits.
  • Record and investigate any instances of losses among fish or other groups.
  • Record and investigate any instances of high mortality rates among fish or other groups.
• Veterinary Referrals:
  • Seek prompt veterinary advice for animals showing persistent signs of illness, distress, or injury. Inform management immediately of any poorly or sick animals upon discovery.

4. Diet and Nutrition

• Feeding Protocols:
  • Provide fresh, species-appropriate food daily and monitor intake to detect any issues.
  • Store perishable items like fruits and vegetables in clean, refrigerated containers – or original packaging depending on the item.
  • For reptiles and amphibians requiring live food, ensure uneaten prey is removed promptly to prevent harm.
• Feeding Records:
  • Log all feedings for reptiles on a diet of thawed frozen food, noting uneaten food and any changes in dietary preferences.
  • Log any other reptiles who have not been witnessed actively eating.

5. Disease Control & Isolation

• Quarantine and Isolation:
  • Place all new arrivals in quarantine for a minimum of 48 hours. Conduct visual and hands-on checks before integration.
  • Animals coming into the store will not be mixed with any others.
  • Use designated treatment room for sick or potentially contagious animals.

• Hygiene Practices:
  • Disinfect enclosures, feeding equipment, and transport containers thoroughly before reuse.
  • Wash hands or use gloves when handling animals to minimise cross-contamination.

6. Record-Keeping & Advertisements

• Animal Registers:
  • Maintain a detailed register including supplier information, acquisition and sale dates, and any veterinary or over the counter treatments that have been given.
  • Log animal deaths and reasons. If mortality exceeds 5% in 24 hours, ensure corrective actions are documented. Inform management as soon as a death has occurred in the store.
• Advertising Standards:
  • Include licence number, issuing authority, and accurate animal details in all advertisements. Does not include in store pricing.

7. Staff Training & Competency

• Training Requirements:
  • All staff complete species-specific training and demonstrate knowledge of animal care standards.
  • Conducts of annual reviews will assess staff competency and identify training needs.
• Written Guidelines:
  • Provide step-by-step care protocols, health checklists, and instructions for handling emergencies.

8. Emergency Procedures

• Fire and Evacuation:
  • Keep evacuation plans visible and ensure staff know assembly points and alternative animal housing locations.
• Power and Utility Failures:
  • Backup systems for critical utilities like heating, filtration, and ventilation are in place.
  • Regularly test and maintain emergency and back up equipment.
• Drill and Training:
  • Emergency drills are performed annually and update protocols based on feedback.

9. Compliance and Licensing

• Inspection Readiness:
  • Management will conduct internal audits regularly to ensure compliance with DEFRA guidelines.

10. DEFRA-Specific Protocols

• Transport and Handling:
  • Follow DEFRA regulations for animal transportation, including using species-appropriate containers and avoiding overcrowding.
• Biosecurity Measures:
  • Separate cleaning equipment is used for different enclosures and disinfect after use.
  • Protective clothing is provided for staff handling sick or quarantined animals.

All persons working for Town Gardens & City Pets 480 Anlaby Road, Hull, HU3 6TA have access to and will follow written procedures and all guidance offered in addition to this document.

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All team members must adhere strictly to the following procedures to ensure the well-being of the birds in our care and the satisfaction of our customers. Any deviations must be reported and authorised by management.

1. Daily Bird Care Responsibilities

1. Feeding and Watering:

   • Provide each bird with species-appropriate food, including seeds, pellets, fresh fruit, and vegetables. 
   • Check and refill water containers with fresh water daily. Ensure water dishes are clean.

2. Cage Maintenance:

   • Clean droppings, food debris, and any soiled materials from cages every morning.
   • Replace cage linings or substrates as needed to maintain hygiene.

3. Health Checks:

   • Observe all birds for signs of illness or stress, such as fluffed feathers, lethargy, or changes in eating habits.
   • Report any issues immediately to the manager. Sick or injured birds must be quarantined in the designated area.

4. Environment:

   • Maintain room temperature in the pet room. Check this at the start of your shift. Avoid leaving doors open or causing a temperature change or draught through the pet room.
   • Ensure the area is well-lit with natural or UV light, and free from  loud noises. The radio or any music devices is to be maintained at a ‘low – medium’ volume level if it is to be used. 

2. Weekly Bird Care Tasks

1. Deep Cleaning:

   • Fully clean all cages, perches, and toys using bird-safe disinfectant. Rinse thoroughly and dry before returning to the cage.
   • Rotate toys to keep birds mentally stimulated and reduce stress.

2. Grooming and Bathing:

   • Offer birds bathing opportunities by providing shallow water dishes or misting them with water.
   • Monitor nail and beak conditions. Any trimming must be conducted by a vet or qualified individual.

3. Handling and Display of Birds

1. Handling:

   • Only handle birds when necessary and with care. Stressful handling is prohibited.
   • Ensure customer interactions with birds are supervised and conducted in a controlled, safe environment.

2. Quarantine Procedures:

   • New birds must be quarantined and acclimatised for 48 hours in the designated area or cage. They must not be mixed with any other birds during this time. Observe and record their behaviour and health daily during this period.

3. Presentation:

   • Keep all cages and the aviary area clean, organised, and visually appealing at all times. This reflects the professionalism of our shop.

4. Bird Sale Procedures

1. Customer Assessment:

   • Engage with customers to ensure they understand the commitment required to care for a bird. Ask about their living situation and experience with birds.
   • Do not sell birds to individuals who fail to demonstrate adequate knowledge or preparedness.

2. Pre-Sale Requirements:

   • Conduct a final health check on the bird before the sale. Only healthy birds may be sold.
   • Provide the customer with a printed care guide and verbally explain the essentials: diet, cage size, enrichment, and veterinary care.

3. Documentation:

   • Complete all sales paperwork accurately. Include the bird’s health record and any certificates (e.g., proof of origin or breeding, if applicable).
   • Offer optional starter packages and upsell relevant accessories (e.g., cages, toys, food).

4. Follow-Up Support:

   • Inform customers that they can contact us for advice or support after the sale. Follow-up calls to ensure satisfaction may be required for high-value birds.

5. Legal and Ethical Compliance

1. Licensing and Regulations:

   • Ensure all sales comply with the Animal Welfare Act and any other relevant legislation.
   • Protected or exotic species must only be sold with full compliance to CITES regulations.

2. Record Keeping:

   • Record all bird sales accurately, including customer details, species, and sale date.
   • Ensure these records are stored securely and available for inspection if required.

6. General Expectations

1. All staff must prioritise the welfare of the birds at all times.
2. Any issues with bird health, customer behaviour, or environmental conditions must be reported to the manager immediately.
3. Regular knowledge checks will be take place to ensure all staff are keeping up to date on the care procedures and legal requirements.

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[accordion-item title=”Bird Health: Common Issues”]

This guide provides specific actions to take when common symptoms are observed in birds. Follow these steps carefully and escalate to a manager or vet if the issue persists.

1. Loose Droppings

• Possible Cause: Diarrhoea caused by diet (e.g., too much watery food or fruit), stress, or infection.
• Action:
  • Remove watery foods (e.g., cucumber, melon) and offer a balanced diet with more seeds or pellets.
  • Ensure the bird has access to clean, fresh water.
  • Monitor for additional symptoms like lethargy or dehydration.
  • If the issue persists for more than 24 hours, isolate the bird and notify management for possible veterinary care.

2. Fluffed-Up Feathers

• Possible Cause: Chilling, illness, or stress.
• Action:
  • Check the temperature and ensure it’s within the recommended range (20–24°C).
  • Provide additional warmth (e.g., a heat lamp or covered cage).
  • Observe for other symptoms like lethargy or loss of appetite.
  • If no improvement within a few hours, isolate the bird and inform the manager.

3. Lack of Appetite

• Possible Cause: Stress, illness, or improper food.
• Action:
  • Check if the food provided is fresh and appropriate for the species.
  • Observe the bird for signs of stress (e.g., pacing, hiding).
  • Offer favourite treats or soaked pellets to encourage eating.
  • If the bird doesn’t eat within 12–24 hours, escalate to management for veterinary assessment.

4. Weight Loss or Prominent Keel Bone

• Possible Cause: Malnutrition, illness, or parasites.
• Action:
  • Review the bird’s diet and ensure it meets nutritional needs.
  • Weigh the bird (if scales are available) and compare to species standards.
  • Check for signs of parasites (e.g., mites or worms in droppings).
  • Isolate the bird and report immediately to management for veterinary care.

5. Discoloured or Abnormal Droppings

• Possible Cause: Diet changes, stress, or infection.
• Action:
  • Note the colour and consistency of droppings (e.g., green, black, or blood-tinged).
  • Ensure the bird isn’t eating non-food items or spoiled food.
  • Isolate if droppings appear black or blood-tinged and consult a vet immediately.

6. Open-Mouth Breathing or Wheezing

• Possible Cause: Respiratory infection, overheating, or stress.
• Action:
  • Check for environmental factors like draughts or overheating.
  • Move the bird to a quiet, stress-free area with proper ventilation.
  • Provide additional warmth if the bird appears chilled.
  • Isolate the bird and contact a vet promptly for potential antibiotic treatment.

7. Feather Plucking

• Possible Cause: Stress, boredom, or nutritional deficiency.
• Action:
  • Assess the environment for stressors (e.g., loud noise, other birds).
  • Provide new toys, perches, or interaction to reduce boredom.
  • Review the bird’s diet for signs of vitamin deficiencies (e.g., lack of vitamin A or calcium).
  • If feather plucking persists, isolate the bird and arrange a veterinary check-up.

8. Visible Mites or Parasites

• Possible Cause: External or internal parasites.
• Action:
  • Clean the cage thoroughly and replace all substrates.
  • Apply vet-approved parasite treatment to the bird.
  • Monitor for improvement and report severe cases to management.

9. Injuries (e.g., Bleeding or Limping)

• Possible Cause: Accidents within the cage or during handling.
• Action:
  • Stop bleeding with gentle pressure using a clean cloth.
  • Remove sharp or dangerous items from the cage.
  • Isolate the bird to prevent further injury and observe its behaviour.
  • Contact management for veterinary care if the injury is severe or the bird is in pain.

10. Tail Bobbing or Laboured Breathing

• Possible Cause: Respiratory infection or distress.
• Action:
  • Move the bird to a warm, quiet environment.
  • Ensure proper humidity levels (40–50%).
  • Observe for other signs like nasal discharge or wheezing.
  • Isolate and arrange immediate veterinary care.

General Rule of Thumb

• If the bird’s condition does not improve within 24 hours, escalate to the manager or contact a vet.
• Always document symptoms and actions taken in the health log for tracking and further assessment.

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Employee Handbook

Welcome to Town Gardens & City Pets

Introduction

Welcome to Town Gardens & City Pets! This handbook is designed to provide you with detailed guidance on the policies, procedures, and expectations of our workplace. Our mission is to ensure excellence in customer service, operational efficiency, and the highest standards of animal welfare. This handbook is a comprehensive resource to help you navigate your role and responsibilities effectively.

1. Company Overview

Our Vision

To be the most trusted pet care and retail provider, delivering superior animal welfare and exceptional customer experiences.

Our Mission

To inspire and nurture the bond between people and their pets through education, care, and quality products.

Core Values

• Animal Welfare First

• Teamwork and Respect

• Customer-Centric Excellence

• Integrity and Professionalism

2. Employment Policies

Equal Employment Opportunity

We are committed to maintaining a workplace free from discrimination or harassment and fostering diversity and inclusion.

Code of Conduct

Employees are expected to:

• Treat colleagues, customers, and animals with respect.

• Maintain a professional attitude and appearance.

• Adhere to company policies and procedures at all times.

Attendance and Punctuality

Timely attendance is critical to maintaining smooth operations. Notify your manager immediately in case of absence or delays.

Confidentiality

Protect all sensitive business and customer information. Breaches of confidentiality may result in disciplinary action.

3. Workplace Policies

Written Pet Procedure Policy

• All employees must adhere to the ‘Written Pet Procedure,’ which outlines specific standards for customer screening, housing, health checks, feeding protocols, hygiene practices, and emergency responses.

• Regular reviews will ensure compliance with these procedures.

Attendance and Leave Policy

• Employees are expected to adhere to their contracted hours.

• Requests for leave must be submitted in writing and approved in advance.

• Unplanned absences should be reported as soon as possible.

Workplace Conduct Policy

• Maintain a professional attitude at all times.

• Avoid disruptive behavior and resolve conflicts respectfully.

• Follow all workplace guidelines and protocols.

Health and Safety Policy

• Follow all health and safety regulations to ensure a safe working environment.

• Report any hazards or unsafe conditions immediately.

• Use protective equipment as required and participate in regular safety training sessions.

IT and Data Protection Policy

• Use company IT systems responsibly and only for work-related purposes.

• Protect sensitive data by following GDPR guidelines.

• Report any data breaches or IT issues to management immediately.

Termination Policy

• Employment may be terminated for reasons including misconduct, underperformance, or redundancy.

• Employees are required to provide written notice as per their contract.

• The company will conduct exit interviews and process final pay promptly.

Workplace Violence and Bullying Policy

• Violence, bullying, or harassment will not be tolerated.

• Any incidents must be reported to management or HR immediately.

• The company will take appropriate action to ensure a safe and respectful workplace.

4. Animal Care Responsibilities

Daily Animal Care

• Conduct daily health checks on all animals and record observations.

• Maintain clean and enriched enclosures to meet species-specific needs.

• Monitor and adjust environmental conditions, such as temperature and humidity.

Feeding Protocols

• Follow species-specific feeding schedules and document food intake if necessary.

• Remove uneaten live food to prevent harm to animals (reptiles).

Customer Education

• Provide accurate and detailed pet care advice to customers.

• Confirm the suitability of pets for customers’ lifestyles and experience levels.

5. Emergency Procedures

Fire and Evacuation

• Familiarise yourself with fire evacuation routes and assembly points.

• Prioritise human safety while evacuating animals when safe to do so.

• Know the location of fire extinguishers and first aid kits.

Incident Reporting

• Report all accidents, injuries, or near-misses to your manager immediately.

• Complete an incident report form for all occurrences.

Power and Utility Failures

• Use backup systems for heating, filtration, and ventilation where required.

• Notify management of utility failures immediately.

6. Training and Development

Initial Training

New employees will undergo a comprehensive induction program covering company policies, animal care standards, and customer service expectations.

Ongoing Development

Annual performance reviews will identify training needs. Employees are encouraged to attend workshops and complete courses and knowledge checks to advance their knowledge.

7. Performance Management

Expectations

Employees are expected to meet performance goals related to customer service, teamwork, and compliance with animal care standards.

Feedback and Reviews

• Regular feedback sessions will be conducted to support continuous improvement.

• Annual reviews will evaluate overall performance and set future goals.

Disciplinary Action

Failure to comply with company policies may result in disciplinary action, up to and including termination.

8. Employee Benefits

Compensation and Rewards

• Performance related bonuses. 

• Opportunities for advancement.

• Staff discounts on pet products.

Work-Life Balance

We aim to provide a supportive environment that promotes employee well-being and flexibility where possible.

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Full plan Layout

View both orientations

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Retail Section 

This is the first section upon entering the front entrance of the store

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Pet Room 

This is the second area entering from the retail section. 

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WC & Walk-through

This walk through joins the Pet Room to the Back Room Showroom.

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Back Room Showroom

This room is located at the back of the store and is also where the treatment room is located.

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mONkFIELD rEPTILE 

Care sheets for Reptiles

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RSPCA Animal Welfare 

Care articles and advice about animals

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Animal Welfare Foundation

Care articles and advice about Animals

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Seriously Fish

Fish Knowledge Base

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GOVERNMENT INFORMATION

FOR Statutory guidance Selling animals as pets licensing: statutory guidance for local authorities

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ANIMALS, ENGLAND

The Animal Welfare (Licensing of Activities Involving Animals)
(England) Regulations 2018

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Defra Guidance Notes

(Licensing) Guidance notes for conditions for selling animals as pets

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