Closing an enquiry as lost: the reasons explained
Last updated: September 15, 2026
How closing works
When you close an enquiry as lost in Found, you answer up to three questions:
Category. The broad reason. Pick one of seven.
Reason. The specific reason within that category. Some categories only have one, so this step is skipped.
Details. A few optional extras that make reports more useful, such as which care need we couldn't meet or where the family went instead. You can leave any of them blank.
You can also add a note in your own words on any close. Notes are for the team and never change the reason recorded.
Excluded from reporting. Not a care enquiry and Duplicate enquiry are left out of conversion reports, because they were never real opportunities. Every other category counts as a lost enquiry.
Categories, reasons and details
We couldn't offer a place / we couldn't deliver the care
Use this when the decision was ours, or when we simply could not provide what the person needed. Care homes see We couldn't offer a place; home care branches see We couldn't deliver the care. Retirement living locations use the care home list.
Reason | Who sees it | When to use it | Details you can add |
|---|---|---|---|
No suitable room or availability | Care homes | We had no room, or not the right room, in the time they needed. | What couldn't we accommodate? No room available · None within required timeframe · Accessible/ground-floor room unavailable · Couple's room unavailable |
Outside our area | Home care | The address is somewhere we do not cover, or cannot cover for a package this size. | Why was the address out of reach? Outside the postcodes we cover · Too far from branch for the package size · Passed to another branch or territory |
No capacity or availability | Home care | We cover the area but could not staff the package they wanted. | What couldn't we cover? No capacity in the area · None within required timeframe · Requested visit times couldn't be met · Package below our minimum · Live-in care not available · No carer match available |
Care needs couldn't be met safely | Everyone | The person's needs are beyond what we can safely provide, including regulatory limits such as age. | Which care needs? Nursing · Dementia · Specialist dementia · Mental health · Behaviours or risks · 1:1 or higher · High falls risk · Substance dependency · Age/registration · Specialist equipment or adaptations · Clinical task outside our scope (home care) · Home environment unsafe or unsuitable (home care) |
Out of our service scope | Home care | They wanted a kind of help we do not offer. | What did they want that we don't offer? Wanted domestic help only · Wanted companionship only · Wanted unregulated or directly employed care |
Fees & funding | Everyone | Money was the blocker: our fee, the funder's rate, or funding that never came through. | What was the funding issue? Couldn't afford our fee (self-funding) · Funder's rate below our fee · Funded allocation full (care homes) · Top-up couldn't be agreed (care homes) · Funding not approved or assessment still pending (home care). You can also record the fee requested and the fee offered. |
All of these also ask Where did they go? if you know.
Chosen a different provider or solution
Use this when we could have helped, but the person or their family chose another home, another provider or a different kind of care. If they gave no reason, say so: Reason not given is a proper answer, not a gap.
Reason | Who sees it | When to use it | Details you can add |
|---|---|---|---|
Location | Care homes | Somewhere else was better placed for them. | What was wrong with the location? Outside preferred area · Too far from family · Transport or access |
Preference & reputation | Everyone | They preferred another provider on reputation, recommendation or experience. | What swayed them? Recommended by someone they trust · Reputation/reviews/rating · Better experience with the other provider · Continuity or carer consistency (home care) |
Cost | Everyone | Another option was cheaper, or better value for them. | Fee requested · Fee offered |
Care needs | Everyone | Another provider was a better fit for their care needs, even though we could have met them. | Which care needs? Same list as under Care needs couldn't be met safely |
Facilities & environment | Care homes | The building, rooms or atmosphere did not win them over. | What didn't meet expectations? Appearance/presentation · Décor/condition · Cleanliness/maintenance · Bedrooms/room quality · Communal areas · Gardens/outdoor space · Layout/accessibility · Amenities · Atmosphere |
Reason not given | Everyone | They went elsewhere and did not say why. | None beyond where they went |
All of these also ask Where did they go? If the answer is Different care solution, you can pick what they chose instead: stayed at home with a paid care package (care homes) · stayed at home with family or friends' support · employed a private carer directly (home care) · live-in care · moved into a care home (home care) · supported living · extra-care housing · retirement/independent living · NHS/hospice/community · local authority reablement (home care) · local authority framework provider (home care) · no care arranged (home care).
Unable to contact
Use this when the conversation ended because we could not reach them, not because of anything they told us. No further details are asked.
Reason | When to use it |
|---|---|
No response after required attempts | We tried the agreed number of times and never heard back. |
Engaged, then stopped responding | We had a conversation going and they went quiet. |
Contact details invalid or incorrect | The number or email we were given does not work. |
Asked not to be contacted | They told us to stop. |
Not known | We lost touch and cannot say which of the above applies. |
Change in circumstances
Use this when the need for care changed after they enquired. If they chose another arrangement instead, that belongs under Chosen a different provider or solution. No further details are asked.
Reason | When to use it |
|---|---|
Condition improved — care not needed | They recovered enough not to need care for now. |
Remains in hospital / discharge delayed | They are still in hospital and the move is on hold. |
Moved to end-of-life or hospice care | Their care is now being provided by a hospice or palliative team. |
Passed away | The person the enquiry was for has died. |
Family couldn't agree | The family did not reach a decision, so nothing went ahead. |
No longer moving to the area | Their plan to move near us fell through. |
Financial circumstances changed | Something happened to their finances after they enquired. |
Unknown
A single option, Unknown, for when nothing else fits or the reason was never established. It is a real answer and we keep an eye on how often it is used, so please reach for it last.
Not a care enquiry
Use this when the enquiry was never about arranging care. These closes are excluded from reporting. No further details are asked.
Reason | When to use it |
|---|---|
Job seeker | Someone looking for work. |
Selling to the home (home care: Selling to the branch) | A supplier or salesperson. |
Journalist | Press or media. |
Entertainment | Performers or activity providers offering their services. |
Service enquiry | Hairdressers, chiropodists and similar visiting services. |
Test / human error | Created by mistake or while testing. |
Spam | Junk. |
Mystery shopper | A check on our service, not a real family. |
Duplicate enquiry
A single option, Duplicate enquiry, for when the same person or family already has an enquiry with us. Close the newer one and keep working the original. These closes are excluded from reporting.
Historical data
For how enquiries closed under the old reasons are now treated, see the related article What happens to enquiries closed under the old reasons.
Frequently asked questions
Q: How many questions do I answer when closing an enquiry as lost?
A: Up to three — category, reason, and optional details. Some categories only have one reason, so that step is skipped.
Q: Does adding a note change the reason that gets recorded?
A: No. Notes are for the team's context only and never change the recorded reason.
Q: Which closing categories are excluded from conversion reporting?
A: Not a care enquiry and Duplicate enquiry. Every other category counts as a lost enquiry in reports.
Q: What should I do if none of the reasons quite fit?
A: Use Unknown. It's a valid answer for when nothing else fits or the reason was never established — though it's worth reaching for it last, since usage is monitored.
Q: A family went elsewhere but didn't say why — what do I record?
A: Use Reason not given under Chosen a different provider or solution. It's a proper answer, not a gap.
Q: We have two enquiries for the same family — what do I do?
A: Close the newer one as Duplicate enquiry and keep working the original.