Client Services

Concierge

One named individual, assigned to each dog for the lifetime of the placement.

Your Concierge

Mlle. C. Aubert

Assigned since 28 August 2035

Tenure with you: About 3 weeks
Languages: English · French · Italian
Office hours: Mon — Sat · 10:00 — 18:00 CET
Direct line: +33 1 ·· ·· ·· 04 (held for client #N-21184)
Average response: Same day · letter within 48 hours
Specialisations: Coat shaping · Re-Housing under §6 · estate transitions

Your Concierge is assigned for the lifetime of the dogs placed with your household, not the lifetime of your account. Should Mlle. Aubert leave the house, your record migrates with your client number; the Concierge does not retain your client record.

What your Concierge does

The Concierge is the single point of contact for every interaction with the house, from Care Covenant signing on delivery through to re-housing under §6, where applicable.

01 · Documentation

Care Covenant on receipt

Each delivery includes the Care Covenant and the Care Manual. Completion is by client signature on receipt and is returned to Client Services. Concierge attendance at the household is by client request and is subject to capacity; the standard service framework does not include a routine post-delivery visit.

02 · Review

Annual Lineage update

An annual welfare and Lineage update is conducted by recorded video call or letter. The Lineage Certificate is annotated against records submitted by the household's own veterinarian. In-person attendance is by exception.

03 · Re-shaping

Coat work at the Atelier

If a dog's coat curl drifts below the published band, the Concierge arranges a re-shape at the Atelier, subject to capacity. In-home work is not offered under the standard framework. Temperament re-baselines are available for the first twenty-four months; beyond that, an exception under §10 must be requested.

04 · Returns & Re-Housing

§1 — §6 of the policy

The Concierge initiates returns, accompanies the dog during collection, attends the re-inspection at the atelier, and oversees re-housing where applicable. Right of recall, used twice in the history of the house, is also exercised through the Concierge.

The team

Four Concierges currently active. Each client is assigned one; reassignment is by request.

Your Concierge

Mlle. C. Aubert

Assigned since March 2035. Specialises in coat shaping and estate transitions. Joined the house in 2032.

Concierge

M. R. Lacombe

Joined 2031. Specialises in working-line placements and re-housing under §6.

Lead Concierge

Eun-ji Lim

Oversees the Concierge team. First and last point of contact for any concern that cannot be resolved within the standard service framework.

Concierge

M. J. Okita

Joined 2033. Specialises in brachycephalic lines (French Bulldog, Pug heritage) and household climate audits.

How the assignment works

One name, for the duration of the assignment.

Each dog placed with your household is assigned a Concierge at the time of reservation. That Concierge holds the dog's record for as long as the dog remains with you, and continues to hold it through re-inspection, re-housing, or atelier residency where applicable. A change of Concierge is a deliberate act; it does not happen automatically with time.

If your Concierge leaves the house, your record migrates to a successor assigned by the Lead Concierge. The original Concierge does not retain access to your client number. The Lineage Certificate of each dog records every Concierge who has held it. Average tenure of a Concierge with a client is 4.2 years.

Book a call

Standard booking windows are 20 minutes. Re-housing consultations are scheduled separately and allow up to 60 minutes.

Book a call

Write to your Concierge

For non-urgent matters — annotation requests, schedule changes, household notes — a letter is preferred. Response within 48 hours.

Send a letter