Retirement living referrals: pricing and referral types explained
Last updated: April 14, 2026
Overview
Understanding these referral types, and their associated costs. This article explains the two retirement living referral types, how they work, and what you'll be charged for each.
Direct call
What is a direct call?
A direct call occurs when a potential care seeker calls you directly from your Lottie listing. These are care seekers who have found your home on Lottie's platform and have chosen to contact you by phone.
Cost: £100 + VAT per qualified call
Information request
An information request occurs when a care seeker submits a request for additional information (brochure, pricing etc) directly from your Lottie listing page. Lottie will send the care seeker this information and then send you their contact details.
Cost: £50 + VAT per information request
Frequently asked questions
Q: What are the definitions and costs of the different referral types? A: Lottie offers two referral types: Direct Calls (£100 + VAT) when care seekers call you directly from your listing; and Information Requests (£50 + VAT) when care seekers request more details about your service.
Q: What makes an enquiry "qualified"? A: A qualified enquiry meets Lottie's standards for being a genuine care seeker with legitimate care needs. For details on what can be disputed as unqualified, please refer to our Enquiry Dispute Process article.
Q: Will I be notified for both referral types? A: Yes, you'll receive notification emails for all enquiry types or SMS messages if set up correctly in Found. If you are not receiving them, Admins can update your notification email mapping in Found.
Q: Can I dispute any of these referral types? A: Yes, all referral types can be disputed if they meet the qualifying dispute criteria outlined in our Enquiry Dispute Process. This includes cases such as spam, human error, duplicate enquiries, or enquiries unrelated to care.
Q: How do I track which referral type each enquiry is in Found? A: Each enquiry in Found in Reports > Lottie Insights > Enquiries will indicate its referral type, allowing you to see at a glance whether it was a Direct Call or Information Request. This helps you track the performance of different enquiry types.