NotLost - TfL's lost and found property management platform

NotLost is transforming lost and found management from a recurring problem into a fast and simple process for businesses. Free up valuable staff time, return more items of lost property, deliver an excellent customer experience and recoup the costs of managing lost property.


  • Image recognition software for quickly registering found items
  • Powerful searching when handling customer enquiries
  • Matching engine compares lost and found reports automatically
  • Self-checkout for customers to select return options and make payment
  • Integrated postage system for easy returns
  • Detailed reporting dashboard
  • Customisable fields and outbound customer emails
  • Configurable workflow rules for automating repeat tasks
  • Real-time visibility across multiple access points and centralised enquiry management
  • Digital receipt and audit trail for all items and users


  • Deliver memorable moments for your customers
  • Reduce time spent managing lost and found by 50-80%
  • Recoup costs and generate additional revenue
  • Help your team by implementing a consistent process
  • Generate positive customer feedback and reviews
  • Establish best practices in lost and found management
  • Respond to internal audits and external regulations
  • Active development team with regular product updates
  • Simple, intuitive design with training videos and guides


£10 a licence a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

1 9 7 4 8 0 1 3 7 5 3 2 3 8 0


NotLost Sam Nash
Telephone: 07842414880

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
Updates are commonly applied without any downtime to end users. NotLost will notify users of any planned outages.
System requirements
  • Internet connection
  • Internet Browser - Safari, Firefox, Internet Explorer, Chrome, Opera

User support

Email or online ticketing support
Email or online ticketing
Support response times
One working day Mon-Friday
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
Web chat accessibility testing
We use Drift integrated Chat. Any queries are direct to the NotLost team
Onsite support
Yes, at extra cost
Support levels
NotLost provides an account manager who is accessible via phone, email or video call 9 am - 5 pm weekdays. The account managers work closely with our product team so can also provide technical support.
Support available to third parties

Onboarding and offboarding

Getting started
Training videos and user guides are embedded in the "helphub" in the platform.

Online 'screen sharing' training / webinars can be provided.

For larger teams, training days and bespoke materials can be organised.
Service documentation
Documentation formats
End-of-contract data extraction
CSV export.
End-of-contract process
All found item reports can be provided as a CSV file. Images will not be included. Service provided at no extra cost.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The same functionality is provided in the platform regardless of device. The platform has been designed with mobile in mind.

When taking photos or uploading images the experience is slightly different on a mobile or tablet, as PC's /laptops do not all have cameras.
Service interface
User support accessibility
What users can and can't do using the API
Clients can use our APIs to integrate our functionality with third party software.
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Account profile, roles/access and storage locations can be customised by administrators.

System allows for multiple configurable fields for data capture for both item registration and customer enquiry.

Outbound email content and customer-facing web enquiry form are also configurable.

NotLost's development team can support 'customisations' and integrations.


Independence of resources
Verticle scaling of AWS servers. Additional resources are deployed automatically. We also continuously monitor our servers, API gateways and endpoints.


Service usage metrics
Metrics types
All reported item data
Reporting types
Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Schedule an export via their account manager
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Platform uptime guarantee: 90% availability during the hours of 9am to 5pm Mon-Fri (excluding planned outages).
Approach to resilience
NotLost servers are hosted in the EU, currently with Amazon Web Services.
Amazon’s data centers operate in alignment with the Tier III+ guidelines.
AWS will use commercially reasonable efforts to make Amazon EC2 and Amazon EBS each available with a Monthly Uptime Percentage of at least 99.99%
Outage reporting
Outages are reported to NotLost via email alerts.

Identity and authentication

User authentication needed
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Each user is individually identified, authenticated and all actions audited. Role Based Access control is managed by administrators and users' access can be disabled, roles changed, or access revoked.
Access to the database is not permitted, even to management or account managers.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
PCI DSS accreditation date
What the PCI DSS doesn’t cover
We are a Card-not-present Merchants, All Cardholder Data Functions Fully are Outsourced
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
NotLost are compliant with EU data schemes and laws such as GDPR. Our primary tech subcontractor is ISO27001 compliant and our developers follow ISO 27001.
Information security policies and processes
Written Information Security Policy.
Security Incident/Breach Response Plan.
Data Retention Plan.
Disaster Recovery Plan.
Security Plan for on-site/physical security.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
NotLost follow an AGILE scrum methodology, managed by the Head of Product who reports directly to the board. Security reviews are part of the development process.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
AWS provides secure hosting infrastructure.
NotLost receives open source threat feed information.
Patches, bug fixes and updates are usually deployed every two weeks. High risk patches will be prioritised and deployed as soon as possible.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
NotLost responds to incidents immediately, as soon as they're detected. A variety of monitoring services are used to ensure NotLost are notified as soon as possible of any incident or downtime.
Incident management type
Supplier-defined controls
Incident management approach
We have a pre-defined process for managing incidents.
Users report incidents directly to their account manager.
Issues are recorded and prioritised by the Head of Product.
All relevant parties are notified as required by internal policies such as our Data Breach Response Policy and external standards such as GDPR.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

We partner with organisations to enable all our customers to recycle their unclaimed lost property, reducing the carbon impact associated to lost property.
Tackling economic inequality

Tackling economic inequality

NotLost have assisted in the formation of a strategic partnership between NWC & The Big Issue to create RAGS. This will be an exciting venture to equip young people and those possibly marginalised by traditional forms of further education to engage in the repurposing and sale/distribution of clothing donated by some of our clients when needing to dispose of unclaimed lost property. We want to actively support these communities and groups to enable them to gain valuable experience and qualifications whilst benefitting the environment through the reduction of waste; water use and the production of carbon.
Equal opportunity

Equal opportunity

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by law.


Health and wellbeing are central values for our organisation. We aim to create a health - promoting workplace where our people can be themselves and feel and perform at their best, so we can deliver the exceptional service our customers expect. This means being proactive in empowering our people to prioritise their wellbeing and support those around them in doing the same.

We provide benefits to all our employees that incentivise a healthy lifestyle and have structures in place to ensure the individual wellbeing of our staff.


£10 a licence a month
Discount for educational organisations
Free trial available
Description of free trial
Full access to the system for up to one month.
Link to free trial

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.