01/08/2026
Dear Clients,
Firstly, I would like to say a huge thank you to every single one of you who took the time to complete our recent feedback questionnaire that was emailed over.
As Rednels K9 Services approaches its sixth year, I felt it was important to ask for honest feedback so that we can continue to improve and provide the very best care for both you and your dogs.
I am incredibly grateful and humbled by the responses we received. Your feedback showed consistent 5-star ratings across our facilities, cleanliness, hygiene, security, professionalism, routines, care, trust, and the overall service we provide. Knowing that so many of you would confidently recommend Rednels K9 Services means the world to us.
Thank you for trusting us with your dogs. It is a privilege that we never take for granted.
Alongside the wonderful feedback, there were also some valuable suggestions regarding communication and administration. We genuinely appreciate constructive feedback, and wherever possible we want to make improvements.
Office Hours
One area raised was response times to messages.
After reviewing our communications, I found that around 90% of enquiries are responded to within 24 hours, with the majority being answered within 12 hours. However, over the years I have often replied during evenings, weekends and outside normal working hours. Whilst I have always tried to be as accommodating as possible, I appreciate this may have unintentionally created an expectation that I am available to respond at any time.
To allow me to continue providing the highest standard of care to the dogs in our care, whilst maintaining a healthier work-life balance, we will now be introducing dedicated office hours.
Office Hours (effective immediately)
Monday to Friday: 10:00am - 1:00pm
There will be no office hours on weekends.
During these office hours I will respond to enquiries, bookings, invoices and administration.
Outside these hours I will, of course, still be caring for the dogs, carrying out walks, cleaning, training, feeding and providing owner updates throughout the day. These updates may occasionally be sent outside office hours due to the nature of our daily routine.
If you require a last-minute booking, please begin your message with:
“LAST MINUTE BOOKING REQUEST”
This will help your enquiry stand out if I happen to check messages outside office hours. However, please note that responses outside office hours are not guaranteed.
If you have a genuine emergency regarding a booking, please telephone and leave a voicemail if I am unable to answer.
I kindly ask that clients allow a reasonable amount of time for responses, particularly during busy periods.
Booking Forms
Several clients mentioned the amount of paperwork involved.
Unfortunately, our booking forms are a legal requirement and contain information required for our licence, insurance and regulatory compliance. They are therefore non-negotiable.
However, we have listened to your feedback and will be discussing possible ways to simplify the process with our licensing officers during our annual inspection over the coming weeks.
We are also exploring new systems to make bookings and paperwork much smoother in the future.
Sunday Closures
To provide consistency and clear expectations for everyone, from 1st October, we will no longer offer Sunday drop-offs or collections.
The kennels will be closed to clients on Sundays.
All arrivals and collections must take place on Monday-Saturday. No Sundays.
Booking & Payment Policy (Effective 1st October)
To ensure fairness to all clients and to reduce the number of last-minute cancellations, we are updating our booking process.
At present, a significant amount of time is spent preparing and sending large batches of invoices. By moving to a payment-on-booking system, this workload will be spread more evenly throughout the year. This will allow me to manage bookings more efficiently and, most importantly, free up more time to respond to enquiries and provide a better service to all of our clients.
From 1st October, a booking will only be confirmed once full payment has been received.
The process will be as follows:
● A booking request is received.
● An invoice is issued.
● Payment must be made within 7 days.
● If payment is not received within 7 days, the booking request will automatically be cancelled.
Once payment has been received, your booking is confirmed.
From that point, 25% of the total booking fee becomes a non-refundable deposit.
Our cancellation policy remains the same as follows:
● 25% non-refundable deposit once the booking is confirmed.
● 6-8 weeks before arrival: 50% of the total booking fee is payable.
● Within 6 weeks of arrival: 100% of the total booking fee is payable.
Where appropriate, any refund due after the applicable cancellation charges have been deducted will be returned promptly.
These changes allow us to manage our availability fairly. Unfortunately, when bookings are cancelled at short notice, it often leaves kennel spaces that cannot be filled after we have already turned other clients away.
Looking Ahead
We have some exciting improvements planned over the coming months, particularly around our booking and administration systems. Our aim is to make communication and paperwork as straightforward and convenient as possible for everyone, while continuing to provide the exceptional level of care that your dogs deserve.
Thank you once again for your continued support, your loyalty, and for placing your trust in Rednels K9 Services.
We genuinely couldn’t do what we do without you and your wonderful dogs, and we look forward to welcoming you all for many years to come.
Kind regards,
Shannon
Rednels K9 Services
