Safety & Trust
Swap with confidence
Trust is at the heart of Swap Holiday Homes. We combine identity verification, home review and a clear privacy protections to helps members feel confide when arranging a stay or exchange.
Trust built in, every step of the way
Trust comes from more than one check. Identity verification, home reviews, privacy protections work together to create a safer, more transparent community for everyone.
How we build trust
Identity verification
Members complete identity verification as part of joining SHH, helping confirm that people are who they say they are.
Home documentation review
We review supporting home documentation to help confirm that members have the right to offer their property for a home exchange.
Listing approval
Every home is reviewed against our publishing standards before it appears on the platform.
Reviews after stays
Following a completed exchange, members can leave reviews about their experience, helping others make informed decisions when arranging future stays.
Private by design
Exact home addresses, verification documents and private messages are never displayed publicly.
Reporting and support
Members can report a concern at any time, and our team will review and respond where appropriate.
Your address stays private
Public pages and search results show only an approximate location, such as a city or region. Your exact address is snever displayed publicly and is shared only with an exchange partner once a stay has been agreed.
Some tips for a smooth exchange
- Keep conversations and agreements within SHH member messaging.
- Review a member’s profile and any previous reviews before agreeing an exchange.
- Confirm dates, guest numbers and house rules clearly in writing.
- If something feels wrong, report it to SHH. For anything urgent or involving immediate safety, contact the apporopriate emergency services.
Trust works both ways!
Verification, reviews and clear communication all help build confidence, but trust also depends on how members treat one another and their homes. We ask everyone to communicate openly, act with care and respect, and raise any concerns so we can help keep the SHH community welcoming and trusted.
Safety FAQs
How do you check members?
All SHH members are required to complete identity verification to help confirm they are who they say they are. We also review supporting property documentation to help establish that members have the right to offer their home for an exchange. Homes must complete SHH verification and be approved before they can be published on the platform.
Will my home address be shown publicly?
No. Your exact home address is never displayed on public listings or search results. Only an approximate location, such as the town, city or region, is visible. Your full address is shared only with your confirmed exchange partner once the exchange has been agreed.
What can I do if something goes wrong?
If you experience a problem during an exchange, contact the other member through SHH messaging to try to resolve it. If the issue cannot be resolved, or you have concerns about safety, damage or inappropriate behaviour, you can report it to SHH. Our team will review the information provided and take appropriate action in accordance with our Community Guidelines and Terms & Conditions. If you are in immediate danger, contact the local emergency services.
What happens if someone damages my home?
If damage occurs during an exchange, you should report it to SHH within 48 hours of the end of the stay, providing photographs, a description and any supporting evidence. We will review the claim and give the other member an opportunity to respond. Normal wear and tear is not covered. Where a claim is validated, the responsible member may be charged for the reasonable cost of the damage, subject to the applicable Damage Security terms.
How does the £1,000 Damage Security process work?
SHH operates a Damage Security process with a maximum security amount of £1,000 per exchange. This amount is not automatically charged to members. If damage is reported, SHH reviews the supporting evidence and gives both members an opportunity to provide information before determining whether a charge is justified. Only the validated damage amount may be charged, up to the £1,000 limit. Members remain responsible for any additional damage costs in accordance with the applicable Terms & Conditions.
What happens if members disagree about damage?
If members cannot agree about responsibility for damage, SHH will review the available evidence, including photographs, messages and supporting documentation. Both members will have an opportunity to explain their position before SHH determines the outcome under its Damage Security and Disputes procedures. We aim to handle disputes fairly and transparently, although SHH cannot guarantee that every disagreement will be resolved to both members' satisfaction.
Do I need home insurance to exchange my property?
All SHH members are strongly advised to maintain appropriate home and contents insurance and check with their insurance provider that their policy covers home exchanges and stays by other members. Standard home insurance may not automatically cover damage, theft, accidents or other incidents involving exchange guests. SHH's Damage Security process is not an insurance policy and does not replace suitable home insurance. Members remain responsible for ensuring they have appropriate cover for their property and belongings.
What should I do if I feel unsafe during a stay?
Your safety comes first. If you feel unsafe, leave the property or situation when it is safe to do so and contact the local emergency services if necessary. You should also report the concern to SHH as soon as possible, providing relevant information so our team can review the situation and take appropriate action. We encourage members to keep communication within SHH messaging so there is a clear record if a concern arises.
Join a community built on trust
Verify your profile, list your home and start swapping with confidence.