>> FAQs >> Frequently Asked Questions
HomeSwapper is your best chance of finding your new home...
- UK's biggest home swap community
- 3000 tenants join or renew membership each week
- Homes all over UK - click map to see
2 bedroom house
Ryde
"We believe the service offers our tenants a useful and reliable way to find mutual exchanges both within Gloucester and across the UK"
Ashley Green, Chief Executive, Gloucester City Homes
About HomeSwapper
Click here to view this page in Welsh
- Q:What is it?
- Q:How will HomeSwapper help?
- Q:Can anyone apply to HomeSwapper?
- Q:How do I register?
- Q:Will I have to pay?
- Q:Can I use a form to apply?
- Q:I was registered with the Homeswap scheme, do I have to register again with HomeSwapper?
- Q:How do I find out about possible swaps?
- Q:Can I search for a home without having to register?
- Q:When I register with HomeSwapper, who can see my details?
- Q:Is HomeSwapper available in other languages?
- Q:Can I add a photograph of my property?
Once You Have Joined HomeSwapper
- Q:How can I increase the number of matches I get?
- Q:What should I do if my circumstances change?
- Q:What can I do if I've forgotten my username or password?
- Q:What should I do if my username and password don't work?
- Q:What is the difference between "my matches" and "searching" for homes?
- Q:There is a home I'm interested in. What do I do now?
- Q:Do you have Personal Safety Tips about viewing other members' homes and showing my home?
- Q:How can I find bedsits/studios and how do you match them?
- Q:I have logged in and seen my details. However, when I try to search, I get a message saying I'm Not Logged In.
- Q:How do I cancel my membership?
- Q:How do I cancel my future credit/debit card payments?
Once You Have Found a Swap
- Q:Do I need my landlord's permission to swap?
- Q:Can my landlord refuse permission?
- Q:On what grounds can my landlord refuse permission?
- Q:What checks should I make before I agree to swap?
- Q:Who should I tell I've swapped?
General
- Q:How do I view a "PDF" file on your site?
- Q:If I wish to complain about the Service who should I contact?
Q:What is it?
A:Tenants in social housing use HomeSwapper to exchange homes. HomeSwapper is quick and easy to use with powerful and effective matching. Hundreds of families swap each month through HomeSwapper.
Q:How will HomeSwapper help?
A:HomeSwapper delivers swaps! Every night we check for potential new swaps for you; we call them "matches". 8 out of 10 people get a match within 24 hours of joining. This is because HomeSwapper is the UK's largest database of people looking to swap. Plus to make sure you don't miss matches we send regular "match alerts" by email or text message.
Also, HomeSwapper members' details may appear on "Lists". Councils and Housing Associations around the country request "Lists" to display in their offices. Your own details would appear on the lists of the areas you want to move to.
Q:Can anyone apply to HomeSwapper?
A:Yes, providing that they are a tenant in the social housing sector looking to exchange homes. Landlords verify tenants based on their legal right to a mutual exchange.
Q:How do I register?
A:Go to the welcome page and click on "Join" to complete the online registration form. Once you have completed the registration process, you will have your username and password and you will need this to gain full access to some of the website.
Q:Will I have to pay?
A: If your landlord is a partner of HomeSwapper the service is free. If your landlord is not partnering with us, there is a small admin charge for membership. This ensures that our members continue to receive the high quality service they expect from HomeSwapper, and the comprehensive support facilities. The charge can be as low as only 7p a day. One benefit of charging is it cuts out timewasters and increases your chance of finding a swap with someone serious about moving. The current fees are listed below:
- 3 months FULL membership only £7.45
- 6 months FULL membership only £13.95
- 12 months FULL membership only £26.95
Q:Can I use a form to apply?
A:You can register online. Presently there are no application forms, but this service may be added in the future.
Q:I was registered with the Homeswap scheme, do I have to register again with HomeSwapper?
A:Yes you need to register again as the Homeswap scheme has been terminated by Government, however the process is quicker and easier than before.
Q:How do I find out about possible swaps?
A:You can search on the website for homes you like and want to swap to whenever you want. In addition, if you are registered, as people register their home's details, these are compared to your requirements and if they match they will be automatically added to the "My Matches" section of your "My Pages" area. We will also inform you regularly of new matches either by email or text message.
Q:Can I search for a home without having to register?
A:Yes, but if you want the full details of a property including contact details, you will need to be registered.
Q:When I register with HomeSwapper, who can see my details?
A:Once you have registered your details will be available to registered users. For administrative purposes your full details are available to HomeSwapper staff. Landlords who participate in the HomeSwapper service are also able to view details of applicants.
For full details of use and accessibility of your registrations details please refer to the "Terms & Conditions – Terms of Use".
Q:Is HomeSwapper available in other languages?
A:Yes, key features of properties are available in a number of community languages.
Q:Can I add a photograph of my property?
A:Yes, you can but we reserve the right to withdraw this for any registrant who uploads inappropriate material.
Q:How can I increase the number of matches I get?
A:Try to be flexible about the areas and type of property you want - it could increase your chances of success. Be realistic about the size of the property you need. Don't look for a property that is too small for you in the hope of being transferred to a large property later on. It may not work.
Q:What should I do if my circumstances change?
A:You can amend your registration details on the website. Login and select the "My Details" section of the "My Pages" area. There you can see your details and there is an "edit registration" link.
Q:What can I do if I've forgotten my username or password?
A:We can send you your login details in an email. However, for security reasons we can only send this information to the email you gave when registering. Click here if you have forgotten your password.
Q:What should I do if my username and password don't work?
A:Have you typed the numbers or letters correctly? Double check it against any correspondence we have sent you as it will always be quoted on this. Please note that usernames and passwords are NOT case sensitive.
Q:What is the difference between "my matches" and "searching" for homes?
A:We automatically check every night for "matches" for you. A "match" is where a home is found in the database which meets your requirements AND your home also matches the requirements of the tenant of that home, i.e. you both want each other's home! We match on the area that homes are in and the property type, i.e. house, maisonette, bungalow or flat (which includes bedsits and studios). We also match on the number of bedrooms, but to increase your choice we may also include homes which have one more bedroom than you have asked for. This is because some landlords are happy for you to move into homes with an additional bedroom. Matches are automatically saved to the "My Matches" area within "My Pages", which is available to people who have registered and logged-in, where they can be easily reviewed.
To give you greater flexibility, we also allow you to "search" for all homes throughout the UK. Unlike "matches" you can see all homes of the type, number of bedrooms, rent range and in the area you specify on the search screen, regardless of whether the tenant of the property would like your home. If you find one you like the look of and you are registered on HomeSwapper you could still contact the tenant of the property and see if they would be interested in a swap. This gives all our swappers more freedom and increases the chances of you finding a swap. This is also very useful when arranging 3-way swaps (or more!).
Q:There is a home I'm interested in. What do I do now?
A:Contact the tenant of the property you are interested in directly to get more details. If you want to progress, arrange a time to view each other's property. Do not call at the address unless you have arranged to do so. It may not be a convenient time to call, or the other party may not be at home. If you like each other's properties, you both need to contact your landlords to get their permission to swap.
Remember when arranging to view one another's homes you are dealing with a stranger. Neither HomeSwapper itself nor landlords using HomeSwapper do character references or health and safety assessments on members. So follow the Personal Safety Tips below.
Q:Do you have Personal Safety Tips about viewing other members' homes and showing my home?
A:If you are viewing a property:
- 1. Always plan your journey in advance. Check bus and train times. Or if practical, order a cab to come to the property you are viewing at a certain time. Or arrange for someone to collect you at a pre-arranged time.
- 2. Try to view the property in daylight.
- 3. If you can, take someone with you.
- 4. If you can't take a friend, leave the following details with a friend or in an obvious place in your own home, or call your own answer machine with the details:
- where you are going (address and telephone number)
- the time of the viewing
- the name of the person you are meeting
- 5. Ask the person you are meeting if there will be someone else there when you view the property. Don't be ashamed to say that you are aware of your own personal safety and need to know as many details as possible so that you can inform a friend of your whereabouts.
- 6. Never accept a lift before or after viewing a property - no matter how tempting the offer.
- 7. Carry a personal alarm (you can buy these from the Suzy Lamplugh Trust). Have it in an easily accessible pocket.
- 8. Bring your mobile phone and keep it switched on and in a safe place, out of view. If you don't have one, see if you can borrow one.
- 9. Use the mobile phone to "log someone in". Phone a friend/relative to say "Hi, just to let you know I've arrived at .. and Mr (or Mrs).. is showing me around. I'll meet you in 20 minutes, but give me a ring if I'm running late."
- 10. Trust your instincts. If you have a funny feeling about something, leave straight away. Be prepared with an excuse to leave before attending the viewing (feeling sick/room sizes not big enough/too large for your needs. Be polite about the property you are viewing).
If you are showing your property:
- 1. Do not give out unnecessary personal details.
- 2. Try to make sure someone is with you during the viewing.
- 3. Check whether there will be anyone with the person who is viewing your property, and if so, who it is.
- 4. Let a friend or neighbour know that someone is coming to see your home. Give the name, address and telephone number of the person viewing, and time of viewing.
- 5. Let the viewer know that your friend or neighbour will be dropping by in 20-30 minutes, and arrange with someone to do so. Let the friend or neighbour know that if you phone during the viewing, they should come immediately.
- 6. If you are uneasy, phone the friend or neighbour you have arranged to pop in so that they come immediately.
Landlords can at no stage of the process divulge any personal information concerning their tenant to any other tenants.
Q:How can I find bedsits/studios and how do you match them?
A:Bedsits and studios are treated as 1 bedroom flats. If you add your home as a bedsit or studio then it will be matched against people who require 1 bedroom and a flat. It will also be displayed when people search for a 1 bedroom flat.
Q:I have logged in and seen my details. However, when I try to search, I get a message saying I'm Not Logged In.
A:This may be because "cookies" are not enabled in your browser. This is what you need to do.
If you're using Internet Explorer Version 6.0
- Click on Tools in the menu bar
- Select Internet options
- Click on the Privacy Tab
- Select the Advanced button
- In the First-party Cookies column, click on either the 'Accept' or the 'Prompt' radio buttons
- Click the 'Always allow session cookies' box so it is ticked
- Click on 'OK'
- Click on 'OK'
- Close down Internet Explorer
- Shut down your computer
- Restart your computer
If you're using an earlier version of Internet Explorer
- Click on Tools in the menu bar
- Select Internet options
- Click on the Security Tab
- Click on Custom Level (At the bottom)
- Scroll down till you see 'Cookies'
- Enable "Allow cookies that are stored on your computer"
- Enable "Allow per session cookies"
- Close down Internet Explorer
- Shut down your computer
- Restart your computer
If you are using Netscape
- Click on Edit in the menu bar
- Go down to preferences
- Click on the Privacy & Security Tab
- Select cookies
- Select middle option ("Enable cookies from originating website only")
- Click on OK
- Close down Netscape
- Shut down your computer
- Restart your computer
Q:How do I cancel my membership?
A:If you wish to cancel your membership of HomeSwapper because you have decided you no longer wish to swap your home, or you have found a swap, you can cancel it by clicking on the "Cancel Membership" button on your "My Details" page in the "My Pages" section when you are logged in.
Please note: Cancelling your membership will close your account completely. You will not be able to use it again.
Q:How do I cancel my future credit/debit card payments?
A:If you wish to cancel your future credit/debit card payments then you must cancel your "FuturePay" agreement with WorldPay. This can be done by logging into your WorldPay account with the WorldPay username and password you were given when you paid.
You can also cancel any future payments by clicking on the "Cancel FuturePay agreement" button on your "My Details" page in the "My Pages" section when you are logged in.
Please note: If you cancel your FuturePay agreement then your HomeSwapper account will expire when the next payment is due unless you pay by another means.
Q:Do I need my landlord's permission to swap?
A:If you swap without permission from both landlords, you could be liable to eviction. If you give or receive money or goods to secure an exchange you could be liable to eviction and/or receive a fine. If your tenancy has recently started it may be that you are not entitled to carry out a mutual exchange. If you are not sure if you have the right to exchange check with your landlord first.
Q:Can my landlord refuse permission?
A:If you exchange without such permission from your landlords you could be liable to eviction. If you give or receive money or goods to secure an exchange again, you could be liable to eviction and/or receive a fine. Tenancies should be swapped by a "deed of assignment" in England, Wales and Northern Ireland. New tenancies are usually granted in Scotland but it is important that you get advice from your housing officer as the law in Scotland is different.
Most secure tenants have a legal right to exchange. Assured tenants have the right to exchange if it is written into their tenancy agreement.
Landlords can refuse to give you permission to move for a limited number of reasons. If you think permission has been unreasonably refused get advice from your local councillor your citizen's advice bureau or other housing advice centre.
Q:On what grounds can my landlord refuse permission?
A:Grounds for refusing an exchange (Refers to England and Wales)
All exchanges must have the written permission of both landlords but permission is only refused on certain grounds. The following refers to England and Wales, in Scotland the law is different so get advice from your housing officer.
All these grounds apply to both the property you want to move to and your own property.
If either landlord refuses permission on the grounds detailed below the swap can not go ahead.
If you would like a full copy of the legal grounds for refusing consent they are contained in Schedule 3 of the Housing Act 1985. The list below should only be treated as a summary for tenants.
Ground 1
You or the person you want to swap with have been served with a possession order or a suspended possession order.
Ground 2
A notice seeking possession has been served on you or the person you want to swap with or possession proceedings have begun.
Ground 3
The property you want to move into is substantially larger than you reasonably need, or your property is substantially larger than the person you want to swap with needs.
Ground 4
The property you want to move into is not reasonably suitable for your needs, or your property is not reasonably suitable for the needs of the person you want to swap with.
Ground 5
The property is part of or close to a building that is held for non-housing purposes. Or it is situated in a cemetery and was let to you or your predecessor in connection with your employment with the landlord, or with a local authority, a new town corporation, housing action trust, Development Board for Rural Wales, or the governors of a grant-aided school.
Ground 6
The landlord is a charity and if the exchange went ahead the occupation would conflict with the objects of the charity.
Ground 7
The property is designed for a physically disabled person and if the exchange went ahead a disabled person would not be living there.
Ground 8
The landlord provides accommodation only for people in particularly difficult circumstances and if the exchange went ahead the criteria would not be met.
Ground 9
The property is let to people with special needs and there is a social service or special facility close by to help the tenants and if the exchange went ahead no person with special needs would be living there.
Q:What checks should I make before I agree to swap?
A:Check out the type of tenancy you will be given - there are differences that affect the rent you pay and other things like the Right to Buy. Your landlord should be able to advise you on this. Before you agree to exchange, check what the new rent and any other costs (such as service charges) will be and what the tenancy conditions are.
If repairs are needed, check if they will be carried out and check whether redecoration will be carried out by the landlord. If you are interested in eventually buying the property check that you will be able to do so; most housing association homes cannot be bought by tenants.
Make sure you can afford the moving expenses. If you are claiming Income Support, Income Based Jobseekers Allowance or Pension Credit, you might qualify for a loan from the Social Fund. You will need to contact your local Jobcentre Plus office, Jobcentre or social security office. Try to keep your expenses to an absolute minimum before moving - there is no legal comeback if your swap partner withdraws from an exchange at any time.
Remember landlords can refuse to give you permission to move for a limited number of reasons. If you think permission has been unreasonably refused get advice from your local councillor your citizen's advice bureau or other housing advice centre.
Q:Who should I tell when I've swapped?
A: When you find a swap partner and get the go ahead from your landlords please tell HomeSwapper to make sure the database is up to date.
You can record your swap by clicking on the "Cancel Membership" button on your "My Details" page in the "My Pages" section (when you are logged in) and choose the swapped option.
We love to hear your success stories and regular feature them in the press. We also have a monthly prize draw of £50 from all those people who told us they swapped!
Q:How do I view a "PDF" file on your site?
A:Some files on the website are in "PDF" format. To view them you may need a suitable PDF viewer. Click here to download a PDF Viewer(external link opens in a new window)
Q:If I wish to complain about the Service who should I contact?
A:We aim to provide a quality service. If, however, you feel that you have cause to complain about the Service, you can contact us at the head office address stipulated in the "About Us" section of this website. Alternatively, please email tenants@homeswapper.co.uk. Please note that this complaints procedure relates strictly to delivery of the Service by us and unfortunately we cannot address any complaints or issues which are landlord, tenant or property specific. All such complaints or enquiries should be directed to the relevant party involved.