Review & Ratings Policy

Who can leave a review

Only the client on a completed job may rate the provider on that job. The provider may separately rate the client on the same job. Reviews are strictly per-job — a client cannot rate a provider they have not actually hired.

What we require

• A rating on a 1-5 star scale.
• An optional written review, minimum 20 characters when provided.
• The client's verified HomeSorted account. Anonymous reviews are not accepted.
• Submission within 30 days of job completion. After 30 days the rating window closes.

Moderation and removal grounds

We will remove a review only for the specific reasons below. Otherwise reviews stay up permanently, positive or negative — that is the whole point of a trust marketplace.

• Personal contact details (phone, email, physical address, off-platform links) — removed and sanitised.
• Hate speech, harassment or protected-category slurs.
• Confirmed factually false claims (with evidence).
• Reviews where the underlying job has been proven to have never taken place.
• Court-ordered removal.

Appealing a review

A provider who believes a review meets the removal grounds above may raise a dispute via the in-app "Report a problem" flow. The dispute is reviewed by the platform integrity team. Decisions are shared with both parties in writing. Reviews are not removed simply because they are negative.

Fake-review policy

Attempting to game reviews — for example, providers self-reviewing via test accounts, coordinated review swaps, or offering incentives for positive reviews — is a permanent-ban offence. We use platform-side signals (device fingerprinting, account-age patterns, IP overlap) to detect this behaviour and enforce it firmly.