Frequently Asked Questions

Do you have any questions that you’ve been afraid to ask? We have compiled a whole series of them below to help answer a whole host of queries.

What are your opening hours?

The kennels and cattery are open all year round. The reception is open everyday except for Christmas and New Years day. We are open on all other bank holidays. Our opening hours are as follows:

  • We are open 7 days a week
  • 8.00 am – 6.00 pm
  • Dogs check in 8.00 am – 2.00 pm

Whilst the kennels are staffed 24 hours a day, we ask clients to respect our business hours. The management reserve the right to refuse animals outside the stated hours.

Busy times:
In the interest and well being of dogs, none will be accepted after 2:00pm. The kennels reception will be closed on Christmas day and New Years day.

The kennels and cattery are busy throughout the year. For trimming we suggest 3 weeks notice, for boarding some of our existing clients book up to a year in advance for their annual summer and Christmas holidays.

Our peak periods are:

  • February half term (this affects the whole of February)
  • May (two bank holidays)
  • Easter
  • Summer (June to October)
  • October half term (last two weeks in October)
  • Christmas and New Year

Please Note:
if you have not used the kennels and cattery before we can only accept a certain number of new clients per year. A good time to book is in our quieter periods which are November and January.

Why do you not show people round the Kennels and Cattery?

We do, vets and vet nurses are encouraged to and frequently do visit us. We also have an annual official inspection by a vet appointed by the Environmental Health Department. Unfortunately we do not allow the general public or clients to look around. Please consider the following points: (1) Disturbance to animals already boarding (2) The risk of viral infections being brought in to the kennels and cattery and (3) Security. We appreciate it is difficult for owners to leave their pets somewhere they have not seen but hopefully this website has satisfied your curiosity.

How can I pay?

We accept cash, cheques and all major credit and debit card. We also accept BAC’s transfer but please quote the invoice reference number when making the payment. For new clients we require full payment four weeks prior to the arrival date to confirm the booking.

What if I’m delayed returning home?

We automatically add an additional 24 hours onto every board to accommodate for any unexpected delays (NB. If this additional board is not used, you will not be charged!). If you are going to be delayed longer than 24 hours we ask that you inform the kennels.

Are my pets insured during their stay?

All pets in our care are covered by the kennels own insurance. The cost of the insurance is included in the price. Please note our insurance does not cover pre-diagnosed/on-going illness.

How old does my pet have to be to board at Newgate?

There is no age limit, young or old. Your pet just needs to be fully vaccinated.

What vaccinations does my pet need when staying at Newgate?

Your pet must be up-to-date with its annual vaccinations throughout the year. This includes the kennel cough vaccine for dogs. For further information on vaccinations please see Dog Boarding section.

Do you look after rabbits and guinea pigs?

Yes! We have a small animal room and garden to accommodate small animals such as rabbits, guinea pigs, birds, fish and tortoise’s! Please see the Small Animal Boarding section of this website for more information.

What if my pet needs medication?

If your pet is on medication we can continue to administer it for you. We will record the details of the medication when you arrive and ask you to sign a consent form. It is essential that medication arrives in its original container. If it is ongoing please ensure there is enough for their stay and extra in case you are delayed on your return journey. Pets that are on more than simple medication will incur an additional charge.

Do you have a grooming service for dogs?

Yes. All dogs are regularly groomed whilst boarding. In addition you can also have your dog bathed or trimmed, this can be whilst staying with us or alternatively we offer a mid week grooming service. This is on a Tuesday, Wednesday or Thursday. We can arrange a morning, afternoon or all day appointment at your convenience, normally with 3 weeks notice. Please see our Grooming section of this web-site for more information.

How much notice do I need to give to make a booking?

The kennels and cattery remain busy throughout the year. Our extra busy times are during school holidays.

For grooming the groomers will usually book your next appointment in advance for you, for boarding some of our existing clients book up to a year in advance for their annual summer and Christmas holidays.

Please Note:
if you have not used the kennels and cattery before we can only accept a certain number of new clients per year. A good time to book is in our quieter periods which are November and January.

Do you have a grooming service for cats?

All cats whilst boarding are groomed, this is carried out in their room. Unfortunately we do not have the facilities for cats to come in just for grooming.

Do you sell pet food?

Yes, we have an onsite shop that sell a range on complete dry foods along with tinned food and Natural Instinct Raw food. We also have an online shop that sell a large range of our Rotherwood Mill food, everything from puppy through to senior, hypoallergenic to grain free. We can also order non-stock items from our wholesaler who makes a weekly delivery. If you make an order with us before Monday morning, providing our wholesaler has it in stock, it will usually arrive on the Tuesday. Please ring for prices and order information.

Will my pet’s room be heated?

Yes, all of our accommodation is heated throughout the year via our bio mass boiler. The temperature is controlled by a thermostat which is kept at 20C. During the warmer periods of the year all our accommodation is well ventilated to keep it cool. Please note the cost of heating is included in the daily price.

Does my pet have to be with you at a certain time?

We insist that are all dogs arrive between 8am – 2pm, this is so that they can settle into the kennel routine in day light. Cats and small animals can be brought in any time between 8am and 6pm.

Do you provide a collection and delivery service?

No. We don’t offer a collection and delivery service for pets, however we do offer a delivery service for any shop orders that you place with us. Please call to find out more details.

Are staff at Newgate qualified to care for my pet(s)?

All staff have full In-house training to the current Pet Care Trust standards. Full-time staff are also required to complete an NVQ (National Vocational Qualification) in Small Animal Care. Some staff members decide to go on and complete other qualifications also. We are all committed to caring for your pet(s) as if they are our own.

Do dogs get walked?

Each kennel has its own covered en-suite patio, also all dogs are exercised three times a day (approximately 45 minutes each time) in large secure areas. Whilst we don’t mix dogs they can see other dogs when out in these exercise areas. Within the kennel grounds we also have two woodland walkways, which weather permitting are used during the afternoon.

Does the same person look after my pet everyday?

Staff members are assigned a section of dogs to look after at the start of week, they stay with those dogs for the full week. The same person looks after the cats and small animals all week aswell. This is so that the animals get used to the staff member and the staff member will be able to recognise any unusual signs quicker as he/she knows the animals.

Do you mix dogs?

No, unless they are from the same family.