Homeowner Reviews Policy

Effective date: 11/09/2025
Applies to: All reviews submitted to the MyJobQuote platform.
Legal basis: This policy complies with the Digital Markets, Competition and Consumers Act 2024 (“DMCC Act”) and the CMA’s Guidance on Fake Reviews (CMA208).

1. Purpose of this Policy

We want reviews on our platform to reflect genuine homeowner experiences. This policy explains how we handle reviews, in line with the Digital Markets, Competition and Consumers Act 2024 and CMA guidance on fake reviews.

2. Principles

• Transparency. Reviews must always be genuine and clearly attributed.
• Fairness. Positive and negative reviews are treated equally.
• Integrity. We will not host, solicit, or encourage fake or misleading reviews.

3. What we do not allow

• Fake reviews. Written by people with no genuine experience of the service.
• Incentivised reviews. Any review where a benefit is offered in exchange for the review is strictly prohibited.
• Misleading practices, including:
  • Hiding negative reviews.
  • Highlighting only positive reviews.
  • Misattributing reviews (e.g., displaying reviews for one product/service under another).
• Non-compliant reviews. Reviews must follow our Review Guidelines.
• Missed appointments. Reviews solely about a tradesperson failing to turn up, without covering any element of the service, will be recorded as a missed appointment by our staff and the review removed from the platform.

4. How we manage reviews

• Submission controls. Only homeowners with a verified service experience can post reviews.
• Monitoring. Reviews are monitored through automated systems and manual checks.
• Flagging. Customers and staff can flag reviews as suspicious or inappropriate at by contacting us or by clicking the flag icons next to the review.
• Investigation. Flagged reviews are assessed promptly and, where possible, within 5 working days. Reviews may be marked “under review” during this process.
• Removal and correction. If a review is found to be fake, misleading or inappropriate, it will be removed and any affected ratings or rankings corrected. Some (but not all) of the reasons we may remove a review are:
  • it makes false claims;
  • it is defamatory;
  • it is in respect of the wrong company;
  • gamification of scores;
  • it is not based on a genuine experience;
  • there is an obvious mismatch in experience and star rating;
  • it breaks our Review Guidelines;
  • it contains personal information;
  • it is targeting or threatening in any way;
  • there are multiple reviews of the same trade in quick succession.
• A right of reply. Tradespeople may respond to reviews. Replies must comply with our Review Guidelines.

5. Incentivised Reviews

We do not allow incentivised reviews on our platform. This means:

• You must not offer or accept money, gifts, discounts, or any other benefit in exchange for writing a review.
• Reviews must be based only on your genuine personal experience as a homeowner using a tradesperson found through our platform.
• Any review suspected of being incentivised will be removed, and repeat offenders may be banned from using our service.

This helps keep reviews fair, trustworthy, and useful for other homeowners.

6. References

In addition to reviews, tradespeople may request up to two references from previous customers. These references are different from reviews, and this is made clear to homeowners:

• Labelled clearly. Marked as “Reference” so users understand they are not part of the closed-loop verified review system.
• Verification. All references are checked by a human moderator, and the customer is called directly to confirm the experience was genuine.
• Same standards apply. References must follow our Review Guidelines and this Homeowner Review Policy. They cannot be fake, incentivised, or misleading.

By clearly distinguishing references from reviews, and verifying them before publication, we aim to give homeowners confidence in the quality of tradespeople while complying with the DMCC and CMA208 guidance.

7. Sanctions

Where fake, misleading or incentivised review activity is identified, we may:

• Remove or edit the content.
• Issue warnings.
• Suspend or ban accounts.
• Delete all reviews from repeat offenders.

8. Reporting Concerns

If you believe a review breaches this policy, please contact us.

9. Ongoing Compliance

We regularly review and update this policy and our systems in line with the DMCC Act and CMA208.