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 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|

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 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|

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 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|

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|

Another tenant has blocked me

Another user may have chosen not to receive messages from you if your message to this person has not been added to your conversations list. On HomeSwapper, members have the option to stop receiving messages from other members if they wish to (you will see this option when reading a message from someone else, above the message itself on the right). In future, if a member decides to ‘block’ another member, their homes will not appear in that person's [...]

By |November 13th, 2018|

Are timewasters deliberately encouraged on the HomeSwapper site?

Over 90% of Swappers are subscribed to HomeSwapper through their landlord. The landlord pays HomeSwapper an annual fee which is not dependant on how many users they have, so HomeSwapper earns exactly the same, whether the landlord has 1 user or 1001 users. The landlord has control over which of their tenants can or cannot use the service that they pay for. The reason more landlords partner with HomeSwapper than any other service is because we give their tenants [...]

By |November 13th, 2018|

Can I show which floor of the home I have or want?

Unfortunately, we’ve taken the 'floor level' option out because it wasn’t well-used by swappers, which means that if you've added that you're looking for a flat it will give you all flats, regardless of floor. If you'd like to be specific, please add a clear note to your 'additional information' section on your advert.

By |November 13th, 2018|

Why am I being contacted by swappers outside of my preferences?

This is happening because on HomeSwapper, there are different search types. The default search is 'Direct Swaps (Matches)' and everything you will see in this search will be two-way swaps. This means that not only do they match your preferences, but the other person will be interested in your type of property and in your area as well. HomeSwapper will only ever email you about these two-way matches. However there is also a search available called 'All homes'. This [...]

By |November 13th, 2018|

How do I deal with timewasters?

Unfortunately there are some tenants who do not regularly log into their HomeSwapper account which we understand can be quite frustrating for active users. We have made recent changes to the way "time waster" accounts are treated on HomeSwapper based on feedback received. When you search, you have the option of filtering people out who haven't logged in recently. You can choose, for example, to only view adverts of tenants who have logged in over the last week. We [...]

By |November 13th, 2018|

I’m not getting a response from another swapper

Unfortunately some swappers do not respond to all of their messages. We have taken action to try to persuade everyone to reply, 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. You can see when a message has been read by the other swapper, as the word 'seen' will appear underneath your message in the chat window. It is also worth [...]

By |November 13th, 2018|

Why are there adverts on HomeSwapper?

We do advertise on HomeSwapper, but any revenue from this is put straight back into the service which allows us to keep developing it and making it better. We will never show any adverts that take up the full screen or block your view of any HomeSwapper content. We've tried to keep advertising to a minimum, and we work very closely and regularly with our ad providers to make sure that anything we show is appropriate and doesn't feature [...]

By |November 13th, 2018|

I wish to make a formal complaint

We are very sorry to hear you are dissatisfied with the service you have received from HomeSwapper. A formal complaint would need to be submitted in writing to: HomeSwapper (HPL Complaints Department) 2nd Floor Teme House Whittington Hall Whittington Road Worcestershire WR5 2RY Upon receiving your correspondence, your complaint will be investigated in full by one of our team members.

By |November 13th, 2018|

How do I unsubscribe from emails?

If you click 'Unsubscribe' at the bottom of the last email you received from us, it will take you off the mailing list and you won't be sent these emails in future.

By |November 13th, 2018|

Someone just turned up at my home

When you register to HomeSwapper and upload your advert to the site, we do not show your house or flat number, for security reasons. We also ask that if you upload a photo of the front of your property, the number is not visible for the same reason (we also check all photos and will remove these, if they are added). However, on your advert, the street name will be visible, as well as the postcode. This has always [...]

By |November 9th, 2018|
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