Operations Manual — [Business Name]

Operations Manual — [Business Name]. Manual version, date, review date, approved by [Operator name, signature].

1.1 Purpose of this manual

1.2 Scope (what this manual covers)

1.3 Who this manual is for (operator, staff, inspector)

2.1 Commitment to the five welfare needs

2.2 How this is implemented in practice

3.1 The licence holder

3.2 The staff

3.3 Roles and responsibilities

3.4 Reporting lines

4.1 The AAL 2018 Regulations

4.2 The DEFRA statutory guidance

4.3 Our licence (number, rating, length)

4.4 Schedule 2 general conditions

4.5 Schedule 4 specific conditions

4.6 Higher standards claimed

5.1 Cleaning SOPs (SOP-CLN-01, 02, 03)

5.2 Feeding SOPs (SOP-FED-01, 02, 03)

5.3 Medication SOPs (SOP-MED-01, 02)

5.4 Health check SOPs (SOP-HLTH-01, 02)

5.5 Emergency SOPs (SOP-EMRG-01, 02, 03, 04)

5.6 Customer SOPs (SOP-CUST-01, 02, 03)

(Full SOP texts are in separate documents.)

6.1 Fire evacuation plan (with floor plan)

6.2 Escape recovery protocol

6.3 Disease outbreak protocol

6.4 Emergency contact list

6.5 Fire drill log

7.1 Risk assessment (separate document)

7.2 COSHH (Control of Substances Hazardous to Health)

7.3 Manual handling

7.4 Slips, trips, and falls

7.5 Lone working (if applicable)

8.1 Client agreement (separate document)

8.2 Complaints handling procedure

8.3 Refund and cancellation policy

8.4 Photo/video consent

9.1 Records system overview

9.2 Retention policy (3 years minimum)

9.3 GDPR compliance (separate document)

9.4 Data backup procedure

10.1 Annual review process

10.2 Update triggers (incident, regulation change)

10.3 Approval and sign-off

10.4 Distribution (who has copies)

A. Licence document (copy)

B. PHP (copy)

C. Vet agreement letter (copy)

D. Risk assessment (separate document)

E. Client agreement (separate document)

F. SOPs (separate documents)

G. Emergency contact list

H. Staff training records

I. Insurance certificates

J. Marketing materials (samples)