Frequently Asked Questions - FAQs

Back to Top Q. Who runs Home From Home-Essex?

A. My name is Sue Wittmack and I am a former local government officer, now working a couple of evenings a week at a local veterinary hospital. My husband Richard is a retired police officer and is the office 'gofer'.

We have had experience of owning and breeding dogs for almost 30 years and have not been without a dog of our own during that time. In 2000 we discovered our current dog Ben in an RSPCA rescue centre. He is a 12 year-old Labrador and our quality control officer, being an expert at testing the snooze quality of bedding and munchability of various foodstuffs. In earlier years my parents used to care for our dogs whenever we went on holiday but in recent years they are no longer able to do this.

We never wanted to use kennels for our dogs and discovered the services of Home from Home - Essex in 2003. I fell in love with the idea and used it for Ben. When the owners decided to move on I took over the service in July 2005.

Back to Top Q. How do I register or make a booking?

A. On our website, click onto 'Contact & Info' and then 'Booking Forms & Terms'. Print off the forms and enter all the details about your dog(s). You may also view our easy step-by-step guide.
Please then sign the last page of the forms (this is important) and post all three pages to us, together with the one-off registration fee of £10, payable by new clients only. If you are making an actual booking, please also include the £4 per day deposit for one dog, or £6 per day for two dogs. If you have any questions, please contact us.

Back to Top Q. What happens when I return my booking form and deposit?

A. When we receive a booking, we look at the information about your dog and select a dog carer from our register who we think would be best suited to your dog. We will do our very best to provide you with a carer close to your home, but we feel it is more important to supply a carer who is suited to your dog. We then ring you to inform you of your carer details and send written confirmation by post.

Back to Top Q. What kinds of people become dog carers and how are they vetted?

A. All kinds of people, we have retired people, families, single people, young people and recycled teenagers. They all have one thing in common they are dedicated to caring for dogs. When a new dog carer is registered they first have to fit our basic criteria which is that they should be at home during the day (as opposed to working), they should have a garden with secure fencing, they should not have any dogs or cats of their own, and there should be no children under ten years old living in the home. If they fit our criteria then I arrange to interview them. I only accept people onto the register who I would be happy to place my own dog with.

Back to Top Q. Are all dogs suitable for 'Home from Home – Essex'?

A. No, we are only suitable for the average friendly, family dog. We prefer not to take very young puppies, dogs that are out of control, incontinent dogs, dogs that chew furniture and other household items, or overly boisterous dogs although we will discuss your dog’s individual problem with you and will tell you if we have a suitable carer. We regret this service does not cater for any dog which is aggressive towards people.

Back to Top Q. What if I think that the carer you supplied me with is not suitable for my dog?

A. Providing you notify us within five days of meeting with the carer you will be given a refund of your deposit minus a £10 administration fee, alternatively we will provide you with another carer if you would prefer.

Back to Top Q. What will I need to provide for my dog?

A. Everything that you normally provide for your dog for instance: food, chews, bed, bowls, collar, lead, toys and anything else that is relevant. If your dog has special dietary or medical needs these should be discussed with your carer on your introductory visit.

Back to Top Q. My dog usually sleeps on my bed – will the carer allow my dog to do this?

A. Generally this is not allowed, although some carers are happy for the dog to sleep in the bedroom but in their own basket or on the floor. This should be discussed with the carer once the booking has been confirmed.

Back to Top Q. Does my dog need to be vaccinated?

A. Yes, although your dog will not be in contact with other dogs, your dog should always have its annual vaccinations to protect it against infections and disease. Your dog should also be wormed and free from fleas before being placed with us.

Back to Top Q. What happens if my dog is ill while I am on holiday?

A. If you have given us details of your regular vet, your dog will be taken there by your dog carer providing it is local to them. If not it will be taken to a local vet of your choice. The cost of any treatment will be reclaimed from you on your return. Any transfers by 'Home from Home – Essex' to and from vets by mini cabs (used by the carer) will also be reclaimed from you on your return. (This sometimes happens if the carer does not drive or your dog is too ill to walk)

Back to Top Q. My dog needs to be let off the lead; will the carer do this if I ask?

A. As stated, we do not allow dogs to be let off leads. If you provide a good quality, long extendable lead the carer would be able to provide more exercise for your dog.

Back to Top Q. What happens if the carer experiences problems with my dog and cannot cope with it?

A. If a carer experiences problems and wants your dog moved out, in the first instance your dog will be placed with another carer. We have found that a problem which one carer experiences with a dog is not necessarily the same problem which another carer might experience. We have certain carers who are much more tolerant than others. If after exhausting all channels we are still having problems, dogs are placed in kennels. Some of the problems we have experienced with dogs which have been moved are: - incontinence, chewing furniture, scratching carpets or doors whenever left, howling or whining throughout the night. Where a dog bites anyone or is out of control it will be automatically placed in a kennel. A transfer charge will be applied where a dog has to be moved to another carer or to kennels for each transfer – if more than one.

Back to Top Q. If I cancel my booking will I lose my deposit?

A. Home from Home – Essex cancellation policy is set out in the Booking and Terms & Conditions document.

Back to Top Q. What happens if I extend my booking without notice?

A. Should you extend your holiday beyond the agreed dates, you will be charged at the stated daily rate. This may be because bad weather has delayed your return flights. In such circumstances it may be necessary to transfer your dog to another carer (Your carer may already have a follow-on booking arranged) Where this takes place a £10 transfer fee and additional carers fees will be applied.

Back to Top Q. If I want to book with you again can I contact the carer myself?

A. No, you will always need to book your dog through the agency. Your records will be kept on file, so you need only phone through your dates and we will post you your confirmation.

Back to Top Q. Are there any extra charges?

A. Yes, our charges are doubled for Christmas Day, Boxing Day, New Years Day, Good Friday and Easter Monday.

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