Frequently asked questions

Home care agencies, supported living, residential and nursing care, and children's services such as children's homes and supported accommodation — anywhere in the UK.

No. Every agency gets its own private system, set up around how it works — your regulator, checks, training, audits, forms, wording, sections and access rules, with your own name, logo, colours and sign-in page. It can be changed whenever your service changes.

No. Your system shows your agency's name, logo and colours. A small "Powered by Loup" note is the only mention of us.

Once you've signed up, your customer manager will be in touch to welcome you, go through your setup and help bring your existing records across. We then build your private system and give you your login details. This normally takes 2 to 3 working days.

Not straight away. Because every agency gets its own private, secure system, there is a short setup period, normally 2 to 3 working days. We'll be in touch as soon as it is ready.

On the day your system is ready, not the day you sign up. You add your card when you sign up, but nothing is charged until your system is set up and you have your login. If you pay yearly, your 12 months start from that day too.

Yes. You can import your staff list and training dates straight from a spreadsheet — with a preview before anything is saved — and your customer manager will help with anything else.

Yes, at any time. Managers can download one file with every record as a spreadsheet plus every uploaded document.

Yes. Choose Ofsted and Loup uses the SCCIF areas, Ofsted's rating words and "young people" wording throughout, including a young-people-friendly feedback form.

No. The AI readiness review is an internal self-assessment to help you prepare. Only your regulator can rate your service.

No. Your data is used only to answer your request and is not used to train AI models.

Yes. A manager with full access can switch all AI features off in Settings, and they disappear for everyone. See AI and your data.

Managers with full access, such as the registered manager and directors. A manager can also give AI access to a named member of the office team, after reading a safety notice and recording why. That reason is kept on their record, and access can be removed at any time. Inspectors can't use AI.

All your locations go in one system. Each has its own registered manager, regulator, registration number, reports and inspector access, and each manager can be limited to their own location. Owners and directors see every location side by side. You pay for each location, and every location after the first is discounted. See Pricing and Running several locations.

Yes. Loup has a secure connection for rota and scheduling systems. Carers and people supported are entered once and kept in step, your rota can see whether each carer can be rostered (DBS, right to work, training), and missed or late visits can come back as incidents. You choose exactly what is shared, and can disconnect at any time. See Integrations and Connecting your rota system. Rota providers can read our developer guide.

No. The AI only reads and suggests. Nothing is saved, sent or changed until someone on your team chooses to — and “Ask your system” can only answer from what that person is allowed to see.

Yes — if you choose. You can give an inspector or other professional (for example CQC, Ofsted, a commissioner or a social worker) temporary, read-only access to the areas you pick. They sign in with a private link and a separate code, can't change anything, and every visit is recorded. You can cancel it at any time.

Loup is designed for your office team — managers, coordinators and administrators. You decide what each person can see.

Monthly plans can be cancelled at any time. Yearly plans are paid up front with a 10% discount and can't be cancelled before the year ends, but you can choose not to renew. We'll help you export your records.