How duplicate enquiries are charged (Care Home and Retirement)
Last updated: December 4, 2025
Duplicate enquiry charges?
You will only be charged once per care seeker per month, regardless of how many homes they enquire with.
This means that if the same care seeker submits enquiries to two, three, or even more of your homes within a single month, you'll receive only one charge for that care seeker during that billing period.
How this works in practice
Example scenario:
A care seeker is looking for a care home for their mother and enquires at three of your homes in different locations during the same month:
Home A on the 5th of the month
Home B on the 12th of the month
Home C on the 20th of the month
Result: You'll be charged for only one enquiry, even though the care seeker contacted three of your homes.
Frequently asked questions
Q: What happens if a care seeker enquires at more than one of our homes? A: You will only be charged once per care seeker per month, regardless of how many homes they enquire with. This ensures fair pricing when care seekers explore multiple options within your group.
Q: Does this policy apply if the enquiries happen on different days? A: Yes, the policy applies regardless of when the enquiries occur within the month. As long as they're from the same care seeker, you'll only be charged once.
Q: How does Lottie identify duplicate enquiries? A: Our system tracks care seeker information (such as contact details and the prospective resident's information) to identify when the same individual has enquired at multiple homes within your group.
Q: Will I be able to see all the enquiries from the same care seeker in Found? A: Yes, you can view all enquiries in Found, including those from the same care seeker at different homes. The system will identify these as duplicates so you can track the care seeker's journey across your homes.
Q: Do I need to do anything to ensure I'm not charged for duplicate enquiries? A: No, the system automatically identifies and removes duplicate charges. You don't need to take any action.
Q: What if I notice I've been charged twice for the same care seeker? A: If you believe you've been incorrectly charged for duplicate enquiries, please contact our Finance team at finance@lottie.org or our support team. They'll review your invoice and make any necessary corrections.
Q: Can I still see details for all duplicate enquiries? A: Yes, even though you're only charged once, you can still access all enquiry details for each enquiry the care seeker made across your homes in Found.