Help & Support

Referral pathway

Older Age & Disability

Support older and disabled clients when mobility, health, accessibility or changes in daily living are affecting their ability to care for their dog.

Use this guidance where practical barriers such as walking, lifting, transport, feeding, veterinary access or managing the home environment are creating pressure.

The pathway helps professionals understand what has changed, identify practical support and protect the relationship between the client and their dog before permanent rehoming is considered.

Start an older age or disability referral Open the client guide Professional overview

Professional overview

When to use this pathway

Use this guidance when older age, disability, reduced mobility, sensory impairment or long-term health needs are affecting the client’s ability to meet some or all of their dog’s needs.

Common situations include:

  • difficulty walking or exercising the dog;
  • difficulty lifting, bending or preparing food;
  • difficulty opening doors or accessing outdoor space;
  • falls risk or concerns about the dog pulling;
  • reduced vision or hearing;
  • difficulty attending veterinary appointments;
  • changes in memory, concentration or daily routine;
  • recovery from illness or injury;
  • increasing reliance on carers or family members;
  • a move to supported, sheltered or accessible housing;
  • uncertainty about future care arrangements;
  • thoughts of rehoming because practical care feels unmanageable.
Avoid assumptions

Do not assume that age or disability makes someone unable to care for a dog. Focus on the specific tasks causing difficulty, the dog’s needs and the support that could reduce the pressure.

Immediate action

Is the client or dog currently unsafe?

Emergency, safeguarding, medical, veterinary and animal-welfare procedures take priority over a standard HomeWagger referral.

Urgent concerns may include:

  • the client has fallen and cannot safely care for the dog;
  • the dog is preventing safe movement around the home;
  • essential feeding, water, medication or toileting needs are not being met;
  • the client requires immediate hospital treatment;
  • the dog has caused or contributed to an injury;
  • the dog is without a safe carer;
  • there is suspected neglect, abuse or coercive control;
  • urgent veterinary care is needed.
Use the correct urgent route

HomeWagger does not replace emergency health services, statutory safeguarding, veterinary treatment or urgent animal-welfare intervention.

Open urgent support guidance Contact HomeWagger

Initial conversation

Conversation prompts

Focus on what has changed, which tasks are difficult and what support would make the greatest difference.

Understanding the situation

You could ask:

  • “What has become more difficult recently?”
  • “Which parts of caring for your dog are manageable?”
  • “Which tasks are causing the most pressure?”
  • “Has anything changed in your health, mobility or home?”

Understanding the dog’s needs

You could ask:

  • “What does your dog’s usual day look like?”
  • “How much exercise do they normally need?”
  • “Do they pull, jump up or move around your feet?”
  • “Do they need medication or regular veterinary care?”

Exploring available support

You could ask:

  • “Does anyone already help with the dog?”
  • “Would help with walking or transport be enough?”
  • “Could equipment or changes at home make things easier?”
  • “What support have you already explored?”

Explaining a HomeWagger referral

You could say:

“HomeWagger can help look at the practical parts of caring for your dog, identify support and help you plan for any future changes.”

Then ask:

  • “Would you be comfortable with me sharing the relevant information with HomeWagger?”
  • “What is the easiest way for them to contact you?”
Language to avoid

Avoid statements such as “You are too old to have a dog,” “Disabled people cannot manage dogs safely,” “You should give the dog up now,” or “A smaller dog would solve everything.”

Inclusive practice

Start with the person’s strengths and preferences

  • speak directly to the client;
  • do not make assumptions based on age or diagnosis;
  • ask what support the client wants;
  • use the client’s preferred communication method;
  • allow additional time where needed;
  • provide information in an accessible format;
  • involve carers or family only with appropriate consent;
  • focus on specific tasks rather than general ability;
  • recognise the emotional and practical importance of the dog;
  • preserve the client’s choice and control;
  • explore support before permanent separation.

Recommended pathway

Understand, adapt, coordinate and review

Follow these steps when older age or disability is affecting daily dog care.

1

Understand what has changed

Establish whether the difficulty is new, temporary, fluctuating or likely to continue.

Identify any recent illness, injury, hospital admission, housing change, loss of support or deterioration in mobility.

2

Identify the specific care tasks affected

Consider:

  • walking and exercise;
  • feeding and preparing food;
  • providing water;
  • toileting and garden access;
  • grooming and hygiene;
  • lifting or helping the dog move;
  • administering medication;
  • attending veterinary appointments;
  • shopping for food and supplies;
  • managing the dog safely inside the home.
3

Check immediate safety

Consider risks such as:

  • the dog pulling the client over;
  • the dog moving around the client’s feet;
  • unsafe stairs or exits;
  • difficulty securing doors or gates;
  • lifting a large or mobility-impaired dog;
  • missed medication or feeding;
  • the dog escaping during care tasks;
  • the client being unable to seek help.
4

Assess the dog’s needs and behaviour

Record:

  • size, strength and exercise requirements;
  • lead behaviour;
  • jumping, pulling or mouthing;
  • behaviour around mobility aids;
  • reaction to carers and unfamiliar visitors;
  • behaviour around food, toys and handling;
  • separation-related distress;
  • medical and mobility needs.
5

Explore the existing support network

Ask whether friends, family, neighbours, carers, community organisations or existing dog-care professionals can help.

Confirm what help is reliable, how often it is available and whether the client is comfortable with the arrangement.

6

Explore practical dog-care support

Potential options may include:

  • dog walking;
  • home visits;
  • feeding or medication support;
  • help collecting food and supplies;
  • pet transport;
  • help attending veterinary appointments;
  • day care;
  • short-term temporary care;
  • support from a trusted friend or family member.
7

Consider equipment and environmental adaptations

Depending on the situation, useful adjustments may include:

  • hands-free or more manageable walking equipment;
  • secure indoor barriers;
  • non-slip flooring or mats;
  • raised feeding stations;
  • lighter food containers;
  • long-handled equipment;
  • ramps or steps for the dog;
  • better lighting around entrances;
  • secure garden access;
  • a clear place for leads, medication and supplies.
Equipment must be appropriate

Behaviour, veterinary and occupational advice may be needed before introducing equipment or adaptations.

8

Address walking and exercise

Establish whether the difficulty relates to:

  • the dog’s strength or pulling;
  • uneven routes or inaccessible outdoor space;
  • the client’s pain, fatigue or mobility;
  • fear of falling;
  • weather conditions;
  • difficulty using mobility aids and a lead together;
  • the dog’s behaviour around other dogs or people.

A combination of professional walking support, shorter outings, enrichment and behaviour support may be appropriate.

9

Support veterinary access

Consider:

  • transport to appointments;
  • help making or managing appointments;
  • accessible communication with the practice;
  • support collecting medication;
  • help following treatment instructions;
  • home visits where available;
  • practical aftercare support.

Use the Veterinary Care pathway where veterinary access or treatment is the primary concern.

10

Consider financial barriers

Record whether the client can meet the cost of:

  • dog walking or home support;
  • food and routine supplies;
  • transport;
  • veterinary treatment;
  • medication;
  • equipment or adaptations;
  • temporary care.

Explore charitable, community or statutory support where relevant, without promising funding or eligibility.

11

Create a practical support plan

Record:

  • which dog-care tasks need support;
  • who will provide each task;
  • how often support is needed;
  • how access to the home will be managed;
  • emergency contact details;
  • veterinary information;
  • cost arrangements;
  • what happens if the usual helper is unavailable;
  • when the plan will be reviewed.
12

Obtain informed consent

Confirm that the client understands:

  • why the referral is being made;
  • what information will be shared;
  • who may be contacted;
  • that support availability cannot be guaranteed;
  • that some services may charge;
  • that they remain involved in decisions about their dog.
13

Plan for fluctuating or changing needs

Some disabilities and health conditions vary over time. Build flexibility into the plan.

Consider:

  • good days and difficult days;
  • planned periods of treatment or recovery;
  • seasonal or weather-related changes;
  • changes in formal care arrangements;
  • additional support during flare-ups;
  • temporary care if the client becomes unwell.
14

Create a contingency plan

Agree what should happen if the client:

  • is admitted to hospital;
  • has a fall or sudden health crisis;
  • cannot contact the usual helper;
  • needs temporary accommodation;
  • can no longer complete essential care tasks;
  • dies or moves into long-term care.

The plan should include trusted contacts, veterinary details, care instructions and the client’s wishes for the dog.

15

Review before considering permanent rehoming

Review whether practical support, adaptations, temporary care or changes to the dog’s routine could make continued care safe and realistic.

Where permanent rehoming remains necessary, use the Responsible Rehoming pathway and ensure the client remains involved in the decision wherever possible.

Practical assessment

Areas to explore

Focus on the relationship between the client’s circumstances, the dog’s needs and the home environment.

Walking

Consider pulling, balance, mobility aids, accessible routes, exercise requirements and support options.

Feeding

Consider shopping, storage, lifting food, preparing meals and maintaining a routine.

Toileting and access

Consider doors, stairs, gardens, gates, outdoor access and support during bad weather.

Veterinary care

Consider transport, appointments, medication, treatment costs and aftercare.

Home environment

Consider flooring, trip hazards, stairs, layout, safe resting areas and secure entrances.

Dog behaviour

Consider pulling, jumping, barking, guarding, reactivity, separation distress and handling.

Sensory needs

Consider vision, hearing, communication, lighting, written information and accessible alerts.

Support network

Identify reliable family, friends, carers, neighbours, volunteers and professional services.

Future planning

Record emergency contacts, temporary-care options and the client’s wishes if circumstances change.

Accessible communication

Make the referral process usable

Ask about communication needs

  • preferred contact method;
  • difficulty using the telephone;
  • large-print or easy-read information;
  • hearing or visual support;
  • language or interpretation needs;
  • additional processing time;
  • support from a trusted person;
  • accessible appointment arrangements.

Preserve choice and control

  • speak directly to the client;
  • explain each step clearly;
  • check understanding without being patronising;
  • do not assume a carer can consent for the client;
  • record the client’s preferred outcomes;
  • avoid pressuring the client into rehoming;
  • involve others only where appropriate and authorised.

Future planning

Plan before a crisis happens

A simple contingency plan can prevent a short-term health or care crisis from becoming an emergency for the dog.

The plan may include:

  • the dog’s usual routine;
  • food and medication instructions;
  • veterinary practice details;
  • microchip and insurance information;
  • trusted emergency contacts;
  • temporary-care preferences;
  • access arrangements for the home;
  • behaviour and safety information;
  • the client’s wishes if they cannot resume care;
  • where essential documents and supplies are kept.
Open temporary care guidance

Information sharing

Share practical information proportionately

HomeWagger generally needs information about the dog-care difficulty and relevant accessibility needs—not the client’s complete medical or social-care history.

Usually relevant

  • client contact details and consent;
  • preferred communication method;
  • relevant accessibility requirements;
  • specific dog-care tasks affected;
  • the dog’s routine and support needs;
  • behaviour and safety concerns;
  • support already available;
  • support requested;
  • relevant contingency arrangements.

Usually unnecessary

  • full medical records;
  • complete social-care assessments;
  • unrelated diagnostic information;
  • full financial records;
  • unrelated family history;
  • complete case-management notes.
Explain relevance

Where health or disability information must be shared, explain why it is necessary for the dog-related support being requested.

Referral considerations

Before submitting a referral

Referral checks

  • the client understands the referral;
  • informed consent has been obtained;
  • the specific dog-care difficulty is clear;
  • immediate safety has been considered;
  • the dog’s current needs are recorded;
  • existing support has been explored;
  • the client’s preferred outcome is recorded;
  • communication requirements are included;
  • urgent medical or veterinary action has not been delayed;
  • expectations about support have been explained.

Information to include

Client information

  • name and safe contact details;
  • preferred communication method;
  • relevant accessibility needs;
  • consent status;
  • trusted contact where appropriate.

Dog information

  • name, age, size and breed or type;
  • daily routine;
  • exercise and handling needs;
  • health and medication;
  • relevant behaviour and safety information.

Support required

  • walking or exercise;
  • feeding or home visits;
  • transport;
  • veterinary support;
  • equipment or adaptation guidance;
  • temporary care;
  • contingency planning.

Support before rehoming

Is permanent rehoming genuinely necessary?

A client may begin considering rehoming because one or two practical tasks have become difficult, even though the relationship remains safe and important.

Before progressing, explore:

  • walking support;
  • home visits;
  • transport;
  • equipment or environmental adaptations;
  • behaviour support;
  • temporary care;
  • family or community support;
  • financial assistance;
  • a written contingency plan.

Where permanent rehoming remains the most appropriate outcome, use the Responsible Rehoming pathway and support the client to remain involved wherever possible.

Open responsible rehoming guidance

Professional boundaries

What this pathway does and does not provide

HomeWagger supports dog-related assessment, practical planning, signposting and coordination.

This pathway does not replace:

  • medical assessment or treatment;
  • occupational therapy;
  • adult social-care assessment;
  • statutory safeguarding;
  • veterinary assessment;
  • qualified behaviour support;
  • housing assessment;
  • legal or capacity advice.

Staff should not:

  • make assumptions about capacity based on disability or age;
  • pressure the client to relinquish the dog;
  • recommend equipment outside their competence;
  • provide medical, veterinary or legal advice;
  • promise free or ongoing care;
  • arrange unsafe informal support;
  • share personal information without a lawful basis.

A HomeWagger referral does not transfer safeguarding, legal, financial, veterinary or care responsibility from the client or referring organisation.

Related portal resources

Explore connected support needs

Hospital, Hospice and Healthcare

Use where admission, treatment, discharge or end-of-life care is affecting the dog.

Open healthcare guidance

Behaviour and Training

Use where pulling, jumping, reactivity or another behaviour is creating safety or handling difficulties.

Open behaviour guidance

Next steps

What would you like to do next?

Start a referral

Submit information about a client who needs practical support to continue caring for their dog.

Start a referral

Share the client guide

Send the client accessible guidance about practical support, planning and keeping their dog.

Open the client guide

Request case guidance

Contact HomeWagger where the support needs are complex, changing or difficult to coordinate.

Request case guidance

💚 The HomeWagger Promise

Support independence. Protect companionship.

Dogs can provide companionship, routine, emotional support, confidence and connection—particularly during older age, disability or long-term illness.

HomeWagger helps professionals focus on the practical barriers, coordinate appropriate support and plan for future changes without making assumptions about the client’s ability.

The aim is to help the person and dog remain safely together wherever this is realistic and in both their interests.

Scroll to Top