In my earlier posting I provided details of our long running problems with our irascable neighbour, and the questionnaire that was sent to most (but not all) of our customers by Worcestershire Trading Standards. We promptly sent an e-mail to everyone who'd ever brought a dog to stay with us at Lucies Farm Ltd. telling them about this matter. Marjorie and I have been truly overwhelmed by the number of telephone calls and e-mail messages we've received from customers, expressing their incredulity and offering us their support and encouragement.
One customer sent us a copy of her questionnaire in which she advised Trading Standards, "I am horrified that you send these forms to Lucies' clients. You must surely be guilty of destroying a business with this crass, heavy footed behaviour." In her cover letter she said, "Enclosed is a copy of my reply to the puffed up little pricks in the council offices."
Another customer complained to the head of Trading Standards, John Dell. Mr. Dell replied on Friday,
"I understand your concern with regard to the receipt of the questionnaire and
would like to assure you that there is no cause for you to cancel your custom at Lucies Farm. [emphasis added] We take data protection very seriously and your details will certainly not be divulged to any other party and will not be held by us indefinitely. [...] I am obviously not in a position to divulge information concerning this specific matter, however, the investigation of complaints are not permitted to escalate beyond the bounds of reason."
The Council's view of the "bounds of reason" are certainly different from our own.
According to a report we received from Paul Hine, the Animal Welfare Officer at Malvern Hills District Council:
I ran out of fingers and toes counting all of the people. Was it a dozen officials who prevented this from escalating "beyond the bounds of reason?"
As this matter grinds on and on, I thought it would be nice to publish extracts from some of the kind messages we've received. To protect our customers' confidentiality I have redacted their dogs' names, but otherwise these are their exact words --- each person's comments separated by the bat caves:
As for Lucies Farm itself I have to say that we have nothing but praise for the way our dog has been treated. Her reaction when the car turns into the lane or when she meets the staff cannot be faked. It is pure excitement and joy.
We first took our dog there as an incredibly nervous rescue dog with a particular aversion to young men and having little contact with other dogs (to the point where she had been expelled from a dog training class!). It was difficult to even get her out of the car and Marjorie spent a lot of time with her to make friends before we left. I was amazed when we picked her up and there she was playing with one of their young kennel hands and racing to and fro across the garden. Even more amazed when we took her back three months later and she greeted the same man as a long lost friend, happily snuggled up against Marjorie's leg and trotted off into the kennel. I suspect she remembered the scrambled egg breakfast!
[Our dog] is a tireless border collie with a fixation for playing ball. We visited other (licensed) kennels where the stay would have consisted of a stay in a wire pen with no privacy from other dogs and a 20 minute exercise on a concrete floor. On one occasion I arrived early to collect her and [our dog] was just returning from an obvious long walk was happily covered in mud. Marjorie was apologetic that they had not had time to give her a bath before returning her to us. How many other kennels would a) take dogs on long hikes and b) bother to bathe them?
Just look at the pictures on the web site and try to argue that this not a dog having the time of her life in a place she regards as a second home! As you will see - on one occasion they took her swimming in the pool. We didn't pay for that - they just thought that she might like the new experience. Obviously we can also check up on her via the web cam at any time and this provides additional confidence in her care.
Yes, the kennels are expensive - but I have every confidence that you do indeed get what you pay for - and indeed a lot more besides. When she first went it would have been impossible to leave her at a 'normal' kennel (too many other dogs, too noisy, not enough exercise). Someone would have got hurt. The therapeutic value of the skill and love of Craig and Marjorie for the dogs cannot be over-stated.
Far from pursuing a complaint against Lucies Farm I think it might be more appropriate to promote it as a model of canine care. I know it already has an international reputation, quoted as a case study in kennel manuals. Both we, and [our dog], would be extremely upset if this complaint affected their business in anyway. In all honesty there is nowhere else locally that we could take our dog.
I read your email with disbelief. It must be awful having to live next to a nasty neighbour and I feel for you. The officials in your woeful tale certainly seem to have acted beyond their remit and I can completely understand why you are taking action against them. I am in the US until October so know nothing about the questionnaire. However, as the owner of two dogs who have enjoyed your hospitality on several occasions, I can attest to the high standards of care you provide. I watch my dogs on the web cam and can see that they are well looked after and as happy as any dog can be when away from their owner.
The best pet accommodation we have ever come across. We have just returned back from 3 days in rainy old France to find your e-mail!!!! Well, what can we say, other than the fact we are completely disgusted and horrified as to how far this communist country takes things and also to let you know that I know a great psychiatrist because your barmy neighbour obviously needs one!!
Just in case by the way, if this e-mail is being scanned by the so called do gooders of this country who do not have the know it all to sort out real criminals so therefore pick on innocent hard working, TAX PAYING people as yourselves, the reason we did not put [our dogs] into the kennel with you is because as we live in Norfolk and were only going away for 3 days and it would have been pointless driving all the way down to your house to put them in with you! Plus the fact, as you are such BRILLIANT KENNELS you are always full anyway!!
I would also like to point out that I am one of these sad women who does not have any children and therefore my dogs are my babies. I am VERY VERY FUSSY as to where we board them if we go away, and therefore when we were [away] we were SO happy that the 3 of them were with you and we did not worry about them at all as we could log on each night to see them in their kennel if we so desired. The idea that you have a hidden cave is hilarious! Do the council not realise how distressed dogs become very quickly if placed into areas like this!
You are at the end of the day looking after people's dogs in a fantastic manner, where the animals are very content and VERY SPOILT. (Please show them the photos of our 3 very very happy dogs!)
You are not dealing in contraband, drugs, illegal immigrants or arms, perhaps if you were you would be treated more favourably! This country has gone mad!!! If I was you, like the majority of sensible hardworking honest tax paying people I would move out of the UK ASAP and move to a country where you fine skills are appreciated. I can tell you honestly that we are looking to do the same.
We are both so very sorry that you have had to go through, and are still going through, such a horrendous, stressful ordeal and if we can be of any help please do not hesitate in contacting us, or my sister who recommended you to us.
We have not been contacted by the authorities as yet but we would be very grateful if you could pass on our e-mail to them as such. Please give them our phone number as well as we would be delighted to tell them what a great place you have. Good luck with you fight, hold your heads up high because you'll be fine and any judge etc will see that!
I too am shocked and angered at the current events and I cannot believe what you are being put through, its an absolute disgrace.
I would WELCOME a survey from the Worcester Trading Standards because I would tell them EXACTLY what I think of them! I know there are 2 sides to every story but I can only go by what I know, and [our dog] came home safe and sound from his visit with you and you even had him in your kitchen when making cookies, which he LOVED.
When [our dog] went to our nearest kennels at Heathrow Airport, he came back with a dirty bottom and bedding. He had to take him straight to the vets where he was put on a drip for a day. He had dehydration and diarrhea. However when we researched other kennels and found you, there was no question we felt that you would take great care of him and you did. We actually had a holiday and did not worry or fret, you have no idea what a relief that is.
Don't hesitate to let us know if there is anything we can do to help.
I can't tell you how [we] were horrified by your recent email, as i am typing this email my blood is boiling! What is the matter with this women and for the council well - I am so pleased you are taking legal action! We haven't as yet received any correspondence from your local or district council, if and when we do the first thing I will be asking them, is how they got our personal info!! We don't often need to put [our dog] in kennels but if we do it is always with yourselves, as we know she is in very safe and kind hands - I wouldn't trust anyone else to look after her. We think Lucies Farm is brilliant and you and Marjorie do a fantastic job.
I will be more than happy to reply to the trading standards should I receive a letter from them.
I believe that you can only speak as you find and as [my dog] cannot speak for himself (at least not in words!) out of the four other kennels we have used (3 previously and 1 since we discovered Lucies - you were unable to accommodate him because it was last minute,my fault.) he has only ever come happy from Lucies, the demeanour of an animal that cannot talk speaks volumes.
Marjorie said to me when [my dog] first stayed in you resort that he would not miss us but would be pleased to see us on our return, this was absolutely right,my dog had enjoyed his holiday as much as we had therefore I will continue to offer my business and support to you all at Lucies.
We have every sympathy with you.
[Our dog] was perfectly happy and well looked after when she stayed with you. We spent a great deal of time looking round various boarding kennels and felt we had found the right place to put our much loved pet.
To date have not received any questionnaire but will let you know if we do.
I've got a nasty feeling the worlds gone mad and there ain't a lot of us sane ones around!
PS We did two laps of the road leading to your property on the first visit as we missed the sign. There was certainly no barking or noise to lead us to you.
I was very impressed by the service you gave me and my dogs. I was able to look at them everyday on the web cam which was fantastic. I really can't understand why anyone would not be happy with the kennels, and Marjorie is obviously a huge dog lover and took wonderful care of my two, often naughty, dogs.
The only reason I haven't used you since is I simply can't afford it. However I would say that the service offered is good value for money-you get what you pay for.
I hope this is matter is swiftly resolved for you.
I did have a try with my SCUBA gear in the outdoor pool (above). I was worried that my back problems, which cause me constant pain, would stop me from doing this. But as long as Marjorie (bless) gave me my tank, BCD, etc. when I was in the pool, it wasn't too bad. Here's a photo I took underwater (two versions). More will be posted to the online gallery at www.hmdp.net as they become available.
Yes, I also got the questionnaire and rang the council on the pretext of being 'very worried', to see what I could find out. They told me that they had had a complaint telling them that dogs are kept in the 'stable block', when owners are told they're being kept in the kennels. I was quite vociferous in telling them that the 'stable block' is a very nicely converted kennel in which [our dog] had stayed and that any such complaint was nonsense. I'll also send you a copy of our reply to their questionnaire.
We want you to know that you have our support 100 percent. We have a similar ongoing problem with our neighbour and have seen how some people can manipulate the system and the police. If there is any thing we can do, please don't hesitate to call on us. Wishing you all the very best with this nonsense!
My boys have just bought me Marjorie's book for my birthday so that I can try to improve the appetite of the picky eater that is H[...]. Needless to say, S[...] has no appetite problems!
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