How to close an enquiry

Overview

When an enquiry is no longer viable or the prospective service user has chosen not to proceed, you can formally close it in Found. Closing an enquiry creates a permanent record of why it didn't convert, which helps track performance and understand trends.

How to close an enquiry

Step 1: Open the enquiry

Navigate to the enquiry you want to close from your enquiry list.

Step 2: Access the actions menu

Click the three dots (⋯) button in the top-right corner of the enquiry details page.

Step 3: Select 'Close enquiry'

From the dropdown menu, select "Close enquiry". This will open the closure form.

Step 4: Choose a closure reason

Select the primary reason category that best describes why the enquiry is being closed. You must choose from the available options.

Step 5: Select a specific reason (if applicable)

Most categories will ask you to choose a more specific reason. This helps provide detailed reporting on why enquiries don't convert.

Step 6: Add additional information (optional)

Depending on your selection, you may be able to add extra details:

• Required for 'Other': You must explain what happened if you select "Other" as your closure reason

• Optional for some reasons: Some specific reasons allow you to add context (e.g., naming which competitor they chose)

Step 7: Confirm closure

Click the "Close enquiry" button to finalise. You'll see a confirmation message, and the enquiry status will update to "Closed - Lost".

Closure reason options

When closing an enquiry, you'll choose from 9 main categories:

1. Change in circumstances

The prospective service user's situation has changed, making care with you no longer needed or appropriate.

Specific reasons:

• Prospective service user has improved

• Prospective service user is staying in hospital

• Prospective service user has moved to end of life care

• Prospective service user is deceased

• Change in financial circumstances

2. Requirements not met

Your care home cannot meet the prospective service user's needs for various reasons.

Specific reasons:

• We don't have availability

• We are too expensive

• We cannot support care requirements

• We do not have suitable facilities

• We are not in a suitable location

• We do not meet their regulator requirements

3. Chosen a different provider/solution

The prospective service user has decided to go with another care option.

Specific reasons:

• Chose a sister location (you can enter which location)

• Chose a competitor's care home (you can enter which location)

• Chose a different paid care solution (you can enter which solution)

• Chose to manage with family and/or friends

4. Enquiry unrelated to care

The person contacting you wasn't actually seeking care services.

Specific reasons:

• Job seeker

• Entertainment

• Journalist

• Service provider (e.g. hair, nails, feet)

• Selling something (e.g. beds)

5. Unable to contact

You couldn't establish or maintain contact with the enquirer.

Specific reasons:

• Contact never responded

• Contact stopped responding

• Removed consent for contact

6. Not ready to progress conversations

The enquirer wasn't ready to move forward with actual care arrangements.

Specific reasons:

• Looking for care in the future

• Understanding prices

• Mystery shopper

7. Duplicate enquiry

This enquiry is a duplicate of another enquiry already in the system.

(No sub-options required)

8. Test/human error/spam

The enquiry was created incorrectly or fraudulently.

Specific reasons:

• Test enquiry

• Enquiry created due to human error

• Spam enquiry

9. Other

None of the above reasons fit your situation.

Required: You must provide a detailed explanation of why you're closing the enquiry.

What happens after closure

Once you close an enquiry:

• Status changes: The enquiry status updates to "Closed - lost".

• Timeline updated: A status change entry is added to the enquiry timeline, recording who closed the enquiry, when, the reason category and specific reason selected, and any additional information or note provided.

• Removed from the waiting list: If the enquiry was on a waiting list, it is removed automatically and the removal is recorded on the timeline.

• Hidden from active views: The close action is no longer offered, and the enquiry drops out of your active pipeline.

• Reporting: The closure reason feeds into closed-enquiry insights so you can track trends across categories.

• Re-openable: A closed enquiry can be reopened by moving it back into an open stage — see below.

How to reopen a closed enquiry

If a closed enquiry becomes active again:

1. Open the enquiry.

2. Click Update stage.

3. Select an open stage from the dropdown.

4. Click Update to confirm.

The enquiry status returns to "Open", a status change is recorded on the timeline, and the enquiry rejoins your active pipeline. The original closure information remains on the timeline, so you keep the full history of why it was closed and when it was reopened.

The same flow applies to a won enquiry that needs to move back to an earlier point in the pipeline — moving it to a non-winning stage returns the status to open.

Permissions

Closing and reopening an enquiry both require the Edit enquiry permission. Users without this permission won't see the close action or the update stage button.