If my landlord isn’t registered with HomeSwapper, will they still need to review it?

If your landlord isn't registered with HomeSwapper, you would need to register in the normal way and would then be given the optio to pay. By doing it this way, your landlord would not have any involvement in your account. If you find a swap though, you would still need to apply to your landlord to process the exchange, so in the end it will be your landlord's decision whether you're able to do the swap. Useful [...]

By |February 14th, 2019|

I think a tenant advert might be a fraud or fake

As an IT software company we have no way of proving if an advert or description is fraudulent.  At HomeSwapper we only provide the tool to allow tenants to advertise their homes. Once a tenant has registered their account this will need approval from the property landlord to make sure that the details that the tenant has added to their home advert are correct against the property. Therefore, it is the landlord's responsibility to take any further action with [...]

By |February 14th, 2019|

My account is restricted because I haven’t replied to messages. Why?

We introduced these restrictions after user feedback on 'timewasters'. The decision was taken that all accounts with any unanswered messages would fall into this category. Now, to use your account fully, you have to reply to all of your messages. Messages you need to reply to are now highlighted in red. Once you have replied to these your access will be unrestricted. Please note: If you do not have any unread (red) messages, you may need to check your [...]

By |February 14th, 2019|

How can I reset all the saved properties and ‘liked’ properties on my account?

The only way to remove ‘liked' properties and saved properties is one by one. To 'unlike' a home, simply click on 'My Swaps' in the menu and select 'Homes I Like', then on the home you want to remove, click on the 'Don't like' button. To remove a saved search go to the 'My Swaps' section again and click on the 'Saved Homes' option from the drop down menu. Then click on the dustbin icon next to the home [...]

By |February 14th, 2019|

A house has come up in a search as ‘no swap needed’. What does this mean?

This is a “void” property, which means that it is immediately available. These are uploaded by landlords and there should be a link in the message which will take you to the advert for that home. Here you should find instructions on how to bid for it (most landlords give a phone number and/or email address). If this isn’t appearing any more, it could be because the home has been taken down. Some landlords will only advertise these for [...]

By |February 14th, 2019|

My landlord won’t pay for me anymore

If your landlord removes your free access to HomeSwapper we will try our best to help you maintain your access to the site. Get in touch with our Help Desk by emailing tenants@homeswapper.co.uk to see what we can do to help you. If you do have to pay, you can get full membership for as little as £2 a month with absolutely no hidden costs.

By |February 14th, 2019|

How is HomeSwapper developed?

HomeSwapper has a dedicated UK-based support and development team to provide tenants and housing providers with the highest levels of support, whilst continuing to develop and improve the software to provide you with the platform where you are most likely to complete your mutual exchange.

By |February 14th, 2019|

What does ongoing payment mean?

When you pay for full HomeSwapper membership, you have the choice between a one-off payment, or an ongoing payment setup, which means that payments will be taken to keep your account active until you tell us you want to stop payments. At the bottom of the payment options page you'll see the option for ongoing payments. If you choose to leave the box ticked, this will opt you into this agreement. Unfortunately we cannot refund any ongoing payment transactions. [...]

By |February 14th, 2019|

I want to unsubscribe from HomeSwapper lists

We're sorry to hear you do not wish to have your contact details and property details included in our HomeSwapper lists service. HomeSwapper lists are used by a large number of landlords to ensure that available homes are advertised to those people who do not have access to the internet. Having your property advert included within lists can increase your chances of finding a swap. If you would still like to unsubscribe from these lists, please send an email [...]

By |February 14th, 2019|

What is the HomeSwapper data and privacy policy?

Regarding the information we ask you for when you register to HomeSwapper: this is necessary for our matching engine, which will help find you properties based on your search criteria, and also those who are interested in your property, as a 2-way match. The only details that are shared with other tenants are the property details that you fill out for your advert, and, if you have chosen to share them, your contact details. Regarding council tax banding, and [...]

By |February 14th, 2019|

My photo’s are distorted or not uploading

If you're having trouble uploading your photos to your HomeSwapper account, you can send them into the Help Desk and they will upload them for you. Just attach the photos that you'd like to include on your advert to an email and send it to: tenants@homeswapper.co.uk. You can add up to a maximum of 15 photos to your account. If these won't fit in one email, you can send these in more than one email. Useful links: [...]

By |February 14th, 2019|

I’ve been asked to update my account information. Why?

If you've been asked to update your account information that will usually be because the information on your HomeSwapper account is different to the information on your tenancy. Before they can approve your account, your landlord will need you to update this information. If this is the case, you'll need to login to your account and complete the information they've asked you to change. Once you've done this, your account will be sent again to your landlord for approval. [...]

By |February 14th, 2019|

How much is HomeSwapper?

If your landlord is registered with HomeSwapper and approves your account, then it's free! If not, then you'll need to pay a small amount to be able to use the site. The charges are: 3 months = £12 6 months = £16 12 months = £24 Useful links:

By |February 14th, 2019|

How do notification emails work?

If you're registered on HomeSwapper, you'll receive notification emails to encourage you to log in to the system to look at messages and matches. These emails are sent if 24 hours has gone by since a message from another swapper was sent to you and you have not logged into your account. The same applies for match any emails.

By |February 14th, 2019|

What happens if you can’t process my postal order?

If you've sent us a PO but we haven't been able to process it, don't worry. We'll send this back to you in the post and you should hopefully receive this by the next day, or the day afterwards at the very latest. You should also be able to get this amended or refunded to you at the post office. If you would still like to activate your membership, we would need another Postal Order entered correctly. We'll then [...]

By |February 14th, 2019|

What happens if you can’t process my cheque?

If you've sent us a cheque but we haven't been able to process it, don't worry. The money will not have left your bank because we couldn't process it. Instead, we destroy it safely and securely. If you would still like to activate your membership, you will need to send another cheque with the information entered correctly. We'll then process this on the day that we receive it and email you straight away to let you know your account [...]

By |February 14th, 2019|

How do I clear my cache and cookies?

To clear your cache or cookies you'll need to: - Find out what browser you're using. You can do this by clicking here: https://whatbrowser.org - Once you know your browser, Google 'clear cache' followed by your browser name. For example, if you are using Internet Explorer, type: 'clear cache - Internet Explorer' - Then follow the instructions given

By |February 14th, 2019|

How do I take a screenshot of my own screen?

If you're having an problems with the site, you might need to take a screenshot of your computer screen to show us the issue. You can do this by: Have your screen open, press and hold down the 'Alt' key on your keyboard With 'Alt' held down, press 'Print Screen (PrntScrn)' If you then open Microsoft Paint (or Word if you prefer and have it installed), just click 'paste' and it should copy this into here as an image [...]

By |February 14th, 2019|

My account has been restricted because I haven’t replied to my messages. Why is this?

We brought in a new rule that encourages swappers to always reply to each other, even if it's only to say 'no thank you'. Now, if you have any messages that haven't been replied to, access to your account will be restricted. Any messages you need to reply to are now highlighted in red. Once you've replied to these you will have full access to your account again. If it seems like you do not have any unread (red) [...]

By |February 14th, 2019|

How do I update the home I want?

To change your search details, log in and go into 'My details' at the top of your Dashboard and then choose 'The home I want'. Here you can edit your search locations, the type of property, number of bedrooms, rent amount, and features required. Once you have changed any of your details, please make sure you click the purple 'Next' button at the bottom of the page to save the new information you've put in. If you leave the [...]

By |February 14th, 2019|

Can I block another user?

We're sorry that you've had a bad experience with another swapper on our system. It's possible to block any swapper from contacting you again, through our messaging function. Simply go to your messages and open the conversation from the swapper you'd like to block. You should then see the option to 'Block user', just above the message. If they do try and contact you again, their message won't be delivered to you. Our messaging facility is private and secure, [...]

By |February 14th, 2019|

How can I retrieve a home where I’ve clicked “Don’t like”?

Don't worry, these can be easily restored! To recover homes from your 'Don't like' list, you can follow these steps: Once you've logged in, hover your mouse over 'My Swaps' A drop down menu will appear and you should select 'Homes I don't like' You can either choose 'Restore all' which will send all of the properties back into your search results. Or you can individually restore specific properties.

By |February 14th, 2019|

Why aren’t the maps showing me the exact location of another swapper’s home?

Our Google Street View function uses the general postcode of a property, which means that you when you click to see it on a map it will usually show the road, instead of placing you directly outside the front door of the home. Check the other swapper's advert to see if they have put more specific details in their advert.

By |February 14th, 2019|

Why do the maps not show my exact location?

As the image is pulled from the maps service using your postcode, we are unable to change the way this is displayed. However, the maps are normally accurate to within 50-100 meters of the postcode you've typed in. You can always make a note on your advert just to make your location clear: Click on 'My details' at the top of your Dashboard, and then 'The home I've got' Select the 'Features' option and enter the information in the [...]

By |February 14th, 2019|

Why has my account been rejected by my landlord?

When your HomeSwapper is rejected by your landlord, they will sometimes give us a reason and we will pass this on to you. Reasons for rejection can include: Rent arrears Still being within the introductory period of your tenancy The people listed on your HomeSwapper account having changed on your tenancy If you need further details, we'd recommend getting in touch with your landlord directly. There are always changes you can make to be approved, then you can resubmit [...]

By |February 12th, 2019|

Why does my account need to renewed and approved by my landlord?

Every 6 months your account will be sent back to your landlord so that they can approve it to be renewed. During this process they will check how you’ve been using your HomeSwapper account; amongst other things, that you’ve been an active user and that your details are still the same. If you're waiting for more than 2 weeks for renewal, we'd recommend getting in touch with your landlord directly. Useful links: [...]

By |February 12th, 2019|

I’m waiting for my landlord to approve my account

While your account is waiting for approval from your landlord, your access will be restricted. The approval process is handled by your landlord and not HomeSwapper. This means that there's not much we can do from our end, but we'd recommend getting in touch with your landlord directly if you've been waiting more than 2 weeks for approval. Useful links:

By |February 12th, 2019|

Can I give cash incentives?

No, this is illegal and if you do this then you could face eviction from your property by your council or housing association.

By |February 12th, 2019|

How can I see another swapper’s contact details?

When looking at someone else's advert, look to the right of the photo(s) and if the tenant has chosen to share them, you'll see their contact details here. If they haven't chosen to share their details, it will say "Chosen not to be contacted directly." If this message is shown, you can use the 'message tenant' button to contact them via HomeSwapper.

By |February 12th, 2019|

How do I share contact details with other swappers?

It's possible to share your contact details so other swappers can see this on your advert. To do this, please follow these steps: Log in to HomeSwapper Go to 'My details' and then 'My account' Next to your email address and phone numbers(s) you will see there is a 'Share' option Just tick the details you want other swappers to be able to see on your advert, and then click 'Submit' at the bottom of the page [...]

By |February 12th, 2019|

What are the different ways I can search?

On the 'Find a match' page, there are 4 different ways that you can search for homes. You can see these options as different 'tabs' at the top of the filters section: 'Matches' - this shows homes you want that want a home like yours. This is based on rent, type of home, location and the number of bedrooms of each home. Because these are 2-way matches, you will not see quite as many homes as you would in [...]

By |February 12th, 2019|

I’ve forgotten my password

If you've forgotten your password, don't worry it's really easy to reset it. There are two options: 1. When you go to the login page of HomeSwapper, underneath the boxes for username and password, you’ll see a prompt that says, 'Forgot your password?'. By clicking on this you'll be taken through the steps to reset your password using the email address you used to setup your HomeSwapper account. 2. If you signed up using a username, rather than an [...]

By |February 12th, 2019|

I’m not seeing many matches with my advert

If you are not seeing many matches on the 'Find a match' page, we'd recommend: 1. Check the maximum rent amount in your settings - it may be set to a maximum of £150 per month for example, rather than per week. 2. You may need to change your 'Features you need' filters. To do this, you'll need to go to 'My details' menu at the top of the screen and then click on the 'The home I want' [...]

By |February 12th, 2019|

What is a MultiSwap?

There are two types of MultiSwap chains: The first is a 'pre-made' chain of our suggested homes for you to view. You can create up to 9 different MultiSwap chains, with a maximum of 5 homes in each chain. All homes are randomly chosen based on 'best matches' for each user's saved search preferences. The second is a 'build your own' option, which is done by yourself or other swappers. You’ll need to find each link in the chain [...]

By |February 10th, 2019|

My landlord won’t pay for me any more. What can I do?

If your landlord removes your free access to HomeSwapper, you can get full membership for as little as £2 a month with absolutely no hidden costs. Email us at the Helpdesk to see if there's anything we can do to help you.

By |November 13th, 2018|
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