Overview
Headquarters: London, United Kingdom
Categories: Supported Living and Home Care Management (Non‑Clinical Operations); Care and Nursing Home Management (Non‑Clinical Operations)
Core Product: Found by Lottie (cloud‑based CRM and care home operations platform)
Introduction
Found by Lottie is a cloud‑based CRM and care home operations platform designed specifically for the social care sector. Originally launched in 2019 and acquired by Lottie in 2022, Found has quickly established itself as a leading solution for care providers seeking to digitise enquiry management, occupancy tracking, networking, and financial administration.
The platform was created to address a persistent challenge in the care sector: the inefficiency of paper‑based enquiries, fragmented spreadsheets, and inconsistent follow‑up processes. Research conducted by Lottie’s founders highlighted that 68% of care enquiries were not responded to within 48 hours, leading to lost opportunities and poor family experiences. Found was developed to close this gap, providing care homes with a centralised, digital operating system that improves enquiry conversion, increases occupancy, and simplifies billing.
Today, Found is trusted by hundreds of care homes and retirement living communities across the UK, including large private groups, not‑for‑profits, and independent operators. Its modular design allows providers to adopt the features most relevant to their operations, while integrations with platforms such as Nourish Care ensure seamless data flow across clinical and non‑clinical systems.
User Feedback: Strengths and Weaknesses
Publicly available user feedback for Found comes from Trustpilot (4.7/5, 29 reviews), case studies, and sector partnerships. Overall, sentiment is strongly positive, though some caveats are noted.
Positive Feedback
Ease of use and adoption
Care providers consistently describe Found as intuitive and easy to navigate. Managers report that staff quickly adapt to the system, with one review noting it provides a clear “everyday operational overview of how the business is doing”.
Impact on occupancy and conversions
Found reports that its partners experience 23% higher occupancy and 45% more enquiry conversions compared to industry averages. Testimonials confirm that the platform helps providers track enquiries systematically and convert more leads into residents.
Time savings
Managers highlight that Found saves between half a day to a full day per week in administrative time, freeing staff to focus on resident care.
Integration with Nourish
Providers value the integration between Found and Nourish Care, which allows enquiry and occupancy data to flow directly into care planning systems. This reduces duplication and ensures continuity of information.
Customer support
Reviews frequently praise the Found team for being responsive, proactive, and collaborative. One care home manager described the support as “fantastic, with the team always asking for improvement points and supporting our events”.
Data‑driven insights
Managers appreciate the dashboards and reporting tools, which provide visibility over occupancy, enquiry conversion, and financial performance.
Negative Feedback and Caveats
Limited independent review volume
While Trustpilot reviews are positive, the overall number of independent reviews is relatively small compared to larger competitors. Buyers may wish to seek references directly from existing users.
Learning curve for advanced features
Some managers note that while the basics are intuitive, advanced modules (e.g., finance and billing) require training to use effectively.
Integration scope
Found integrates with Nourish and offers 100+ third‑party integrations, but details on interoperability with other sector‑specific systems (e.g., pharmacy, GP, or nurse call) are less widely published.
Cost considerations
Smaller providers note that while Found delivers strong ROI, subscription costs may be higher than basic CRM alternatives.
Reliance on digital adoption
As with any cloud platform, success depends on staff engagement and digital literacy. Some providers report initial resistance from staff unfamiliar with CRM systems.
In summary, user sentiment is strongly positive around usability, occupancy impact, and support, while challenges include integration scope, training for advanced features, and limited independent review volume.
Products and Capabilities
Enquiry Management
Centralises all incoming enquiries in one system
Tracks enquiry status, follow‑ups, and outcomes
Automated reminders ensure no enquiry is missed
Stores detailed information on medical needs, preferences, and funding
On average, users report 45% higher enquiry conversion rates
Occupancy Management
Real‑time overview of bed availability and placements
Tracks resident‑to‑staff ratios for compliance
Highlights special care requirements (e.g., dementia, palliative)
On average, users report 23% higher occupancy
Networking
Digital address book for local authority brokers, GPs, and community contacts
Tracks referral sources and lead quality
Helps providers build and maintain professional networks
Finance and Billing
Manages complex funding arrangements and retrospective fee changes
Automates invoicing and payment tracking
Provides financial reporting and forecasting tools
Integrations
100+ integrations with third‑party apps and services
Seamless integration with Nourish Care for care planning continuity
API support for custom integrations
Reporting and Analytics
Dashboards for managers and boards
KPI tracking for occupancy, conversions, and revenue
Exportable reports for governance and compliance
Interoperability and Standards
Found is designed as a secure, interoperable platform, with:
GDPR compliance: Encryption, secure hosting, and audit trails
Cloud‑based access: Available via browser and mobile devices
Integration with Nourish Care: Ensures continuity between enquiry management and care planning
100+ third‑party integrations: Including finance, HR, and communication tools
Market Position
Found operates primarily in the UK, serving:
Residential care homes
Nursing homes
Retirement living communities
Multi‑site care groups
It differentiates itself through:
Sector‑specific design: Built exclusively for care providers
Occupancy impact: Proven to increase occupancy and conversions
Integration with Nourish: Unique partnership for seamless data flow
Customer support: Frequently praised as responsive and collaborative
Scalability: Suitable for small independent homes and large groups
Competitors include Access Care Compliance, Radar Healthcare, and Care Vision. Found positions itself as the CRM‑first, occupancy‑driven alternative, particularly attractive to providers seeking to improve enquiry handling and financial oversight.
Implementation and Support
Found emphasises a collaborative onboarding process, with:
Free demos and 30‑day money‑back trial
Regular training sessions (virtual and in‑person)
Dedicated account managers
Ongoing support and proactive feedback loops
Case studies suggest providers find implementation straightforward, with staff adopting the system quickly due to its intuitive design.
Security and Protection
Found by Lottie prioritises data security through GDPR compliance, ensuring sensitive personal and health information is managed lawfully and responsibly. The platform employs encryption and secure hosting to protect data in transit and at rest, while role‑based access controls restrict visibility to authorised users. In addition, audit trails and accountability logs provide transparency over system activity, and regular backups with disaster recovery protocols strengthen resilience and service continuity.
Together, these measures create a secure and accountable environment that supports both compliance and operational reliability. By embedding strong technical safeguards and governance practices, Found by Lottie enables providers to manage care data with confidence while maintaining trust in the protection of service user information.
Conclusion
Found by Lottie is a leading UK provider of cloud‑based CRM and care home operations software, offering a comprehensive platform that unifies enquiry management, occupancy tracking, networking, and finance. Its strength lies in being purpose‑built for the care sector, with proven impact on occupancy and enquiry conversion.
User feedback consistently highlights ease of use, strong customer support, and measurable ROI, while challenges include integration scope, training for advanced features, and limited independent review volume.
For care providers seeking a trusted, sector‑specific CRM platform that improves enquiry handling, increases occupancy, and simplifies billing, Found represents a credible and innovative option. Its emphasis on usability, integration with Nourish, and data‑driven insights positions it as a key player in the UK care management software market.
References
Trustpilot – Found CRM Reviews https://uk.trustpilot.com/review/foundcrm.care
Found CRM – About Found https://foundcrm.care/about
Found CRM – Product Overview https://foundcrm.care/
Nourish Care – Found by Lottie Partnership Overview https://nourishcare.com/articles/found-the-information-every-care-home-needs/
Lottie – Partner Services for Care Providers https://lottie.org/services-for-care-providers/
