Policy brief & purpose

At Hindleap we recognise the important contribution that assistance dogs provide, and welcome trained assistance dogs accompanying their owners as our guests. As an inclusive centre, catering to people with a wide range of needs, we want to enable people to enjoy their experiences with us with appropriate support in place, and will work with assistance dog owners to ensure this is the case.

We do also need to consider the impact of animals on the safe operations of the centre and the impact the presence of animals may have on other customers, young people, and our colleagues. This policy sets out our position on assistance dogs and aims to provide clear guidelines and sets out the mutual expectations within which assistance dogs and their owners may enjoy their time with us while they reside in our accommodation, share communal spaces, and observe outdoor activities.

We want to make sure that the animals won’t disrupt our operations, damage property or cause medical issues others. We are also committed to a clean and safe environment where the needs of all are respected including those who are allergic to dogs or those who do not wish to be around dogs. Where any concerns are raised by fellow guests, we will work with these guests to understand their concerns, assess any potential impact, and provide the necessary reassurances, in accordance with this policy.

Legal framework

This policy complies with the Equality Act (2010), namely Section 4, the Protected Characteristics, and Section 98, Reasonable Adjustments. To comply with these requirements, we must:

• Ensure people have the right to be accompanied with their assistance dog.
• Consider appropriate requests for dogs to be accommodated.
• Allow the admittance and accommodation of assistance dogs as a reasonable adjustment for disabled persons, under the Equality Act (2010).

In producing this policy, we have also taken advice from Assistance Dogs UK (ADUK), to ensure we are adopting best practice in welcoming customers with assistance dogs; and reviewed “Assistance Dogs: A guide for all businesses” produced by the Equality and Human Rights Commission.

Assistance dog definition

Assistance dogs are allowed to move freely with their owners, within the legal framework. For the
avoidance of doubt, assistance dogs are not pets and are important aides that help thousands of people with day-to-day activities. These dogs may carry out a variety of practical tasks, support independence and confidence, recognise and alert owners to potential health concerns and play a key role in their lives.

Assistance dogs are trained to help people who are blind, with hearing loss, epilepsy, diabetes, psychiatric conditions, physical mobility problems, and many more. Assistance dogs undergo rigorous training and are highly disciplined and skilled to support their humans.

Most are instantly recognisable by the harness or identifying coat they wear. While we note that the law does not require an assistance dog to wear a harness or jacket to identify it as an assistance dog, we recommend this while at Hindleap, to reassure fellow guests of their role.

Assistance dogs in training

As standard, Hindleap will not permit assistance dogs in training to attend an overnight residential as they may not be trained to the standards expected of an assistance dog. It is our understanding based on guidance from ADUK that it can take up to two years to prepare and train a dog for this role. Assistance dogs in training are not referenced in the relevant legislation, and it is reasonable to assume that a dog in training would not be adequately prepared for the role.

While we are not legally obliged to give access to an assistance dog in training, we recognise that in order to prepare for a life of service, it is vital the dogs are exposed to a range of different environments and situations. If a guest wishes to bring an assistance dog in training to Hindleap, they will need to contact the Operations or Facilities Manager to discuss their specific requirements. Such requests will be considered within the realms of reasonableness, and on a case-by-case basis, and will only be authorised by the Head of Centre. An assistance dog in training would be expected to display the level of appropriate behaviour and temperament of an assistance dog and would be subject to an individual risk assessment.

Emotional Support Animals (ESAs)

Emotional Support Animals offer comfort and companionship by being present and require no specialist training. ESAs are not defined in UK legislation, and it is unlikely to be a reasonable adjustment for Hindleap to give access to multiple types of ESAs and dogs not trained as assistance dogs. As standard, ESA’s will not be permitted on a residential.

Mutual expectations

Assistance dogs are expected to be highly trained and well-behaved. The Equality & Human Rights
Commission states, and it is our expectation, that assistance dogs on site should:

• Be highly trained to behave well in public.
• Have a safe and reliable temperament.
• Sit or lie quietly on the floor next to their owner when required.
• Be fully toilet-trained and will not foul in public places.
• Be healthy, vaccinated, and not constitute a hygiene risk.
• Be recognisable by their harness, coat, lead slip, bandana or ID (though this is not a legal requirement)

Assistance dogs will be able to accompany their owners around our site as per any other guests, in their accommodation, the dining hall, and in the activity areas, provided they do not cause undue disturbance, distress (e.g. phobia of dogs) or harm (e.g. due to allergies) to other guests. If there is a clear identifiable reason why restricting or limiting access of assistance dogs to specific areas is a reasonable step for Hindleap, then this will be discussed with all parties concerned.
Where consideration should be given to people – especially young people – on our site who are frightened of dogs; or where we are aware of any people on site who are sensitive to dog allergens, we will work with the individual/s regarding any reasonable steps that should be taken to reduce risk. Where another group is in residence or on a day visit alongside the group with an assistance dog, group leaders will be notified of the presence of an assistance dog to ascertain any phobias or concerns.

Owner’s responsibilities

No assistance dog, no matter how highly trained and experienced is going to be perfect 100% of the time. Whilst they are trained to focus on their partner, from time to time they may be distracted. It is important to let us know if there is anything that may scare or cause the assistance dog to behave out of character.

Occasionally, dependent on the circumstances, a risk assessment may be required for your specific dog, based on this information. You will be notified if this is the case.
Assistance dog owners are solely accountable and responsible for their dog’s well-being and should supervise their dog while on site at all times. Our expectations are such that it is the responsibility of the assistance dog owner to:

• Keep their dogs on a lead and their movements restricted to their owner’s movements.
• Provide the necessary basket, blankets, water/food bowls, towels etc. for their dog. Dogs are not
  permitted on any furniture and crockery cannot be provided to feed a dog.
• Provide food for their assistance dog. A feeding space will be agreed on arrival. Mealtimes in
  bedrooms are not permitted.
• Clean up after their dog has toileted. We recognise the exemptions in law regarding this matter,
  however, due to the nature of our site, we ask for support with this, and where a dog owner is unable
  to clean up after their dog, to request assistance.
• Ensure their dog is never left unattended whilst on site at Hindleap.

Problems & complaints process

We want all guests, customers and colleagues to feel safe and enjoy their time at Hindleap. If any problem arises related to an assistance dog or their owner, we will make appropriate accommodations to resolve the matter. Where concerns or problems arise, the following process should be followed:

1. Talk to the assistant dog’s owner in case they can resolve the problem immediately. This is always
   the best place to start, and generally resolves the majority of problems.
2. If the matter is not addressed, inform a member of Hindleap’s management team, explaining
   concerns. If they do not give a satisfactory response, the Head of Centre should be contacted.

If it is evident that an assistance dog is persistently not behaving in line with the list of expected behaviours or poses a threat to the health and safety of others, we reserve the right to require the dog to be removed from our grounds or restrict access to specified areas/times. This is equally applicable where a fellow guest or colleague is deemed to be showing unacceptable behaviour towards an assistance dog and/ or their owner. In all such cases, it falls to the Head of Centre’s discretion to determine the seriousness of the matter and decide an outcome following a complaint or concern raised, in line with our procedures.

Liability statement

The owner takes full responsibility of the actions of their assistance dog and agrees that London Youth is not responsible for any loss, damage, liability and expense, including legal fees, that may be incurred as a result of injuries to persons, other dogs or damage to property, associated with their dog while on site. We recommend that assistance dog owners obtain third-party liability insurance cover which covers the duration of the dog’s visit to Hindleap.