Trust Centre
Dwellinger Trust Centre
How we verify contractors, protect homeowners, and ensure every interaction on the platform is backed by real data — not promises.
Verification
What we verify before a contractor is listed
Every contractor on Dwellinger must pass five verification checks before receiving a Builder Score™ and appearing in search results.
Identity & Companies House
Every contractor account is matched against Companies House records. Sole traders must supply a verified government-issued ID. Unverified accounts are never listed.
Public Liability Insurance
A minimum of £2m public liability insurance is required before a Builder Score™ is issued. Certificates are checked at onboarding and must be renewed annually.
CDM Compliance Record
We verify that contractors have correctly applied CDM 2015 regulations on relevant past projects. CDM compliance history is one of the five components in the Builder Score™ algorithm.
Verified Client Reviews
Reviews are invited by the platform directly to the homeowner — not by the contractor. Clients confirm key project details before a review is accepted. Unverifiable reviews are rejected.
Payment Behaviour
We track payment disputes, late payment reports from subcontractors, and CCJ history through public records. Contractors with unresolved payment issues are flagged on their profile.
Annual re-verification
Verification is not a one-time event. Insurance certificates, CDM records, and payment behaviour are reviewed annually. Any contractor who fails re-verification has their Builder Score™ suspended until the issue is resolved.
Builder Score™ Methodology
How the 0–1000 score is calculated
Builder Score™ is a proprietary algorithm that distils five data categories into a single trust rating. Higher scores indicate a stronger, more consistent track record across all five dimensions.
Contractors scoring below 400 are not listed in homeowner search results. They remain on the platform but cannot receive new homeowner enquiries until their score improves.
Reviews
How we verify every review
Our review process is designed to make it impossible for contractors to fabricate or inflate their own ratings.
Invite sent by the platform
After a project milestone or completion is recorded, Dwellinger sends a review request directly to the verified homeowner email. The contractor cannot trigger or modify this invitation.
Client confirms project details
The homeowner confirms the project type, value band, start and end dates, and contractor name before their review is accepted. This prevents fake or recycled reviews.
Review weighted by project size
A review for a £180k double-storey extension carries more weight in the algorithm than a £5k bathroom refurbishment. The scoring reflects the complexity of work verified.
Disputes
What happens when something goes wrong
We cannot guarantee that every project runs smoothly — no platform can. What we can guarantee is a clear, fair, and timely process when things go wrong.
Report submitted
Use the Report button on any contractor profile or project page. Provide a description and any supporting documents.
Acknowledgement within 24 hours
Our trust team confirms receipt and assigns a case number. You will receive communication through the platform, not email.
Investigation period — 5 working days
We contact both parties, review project records held on the platform, and assess any documentary evidence provided.
Decision and action
We issue a decision to both parties. Outcomes range from a formal warning on the contractor's profile to suspension and removal from the platform.
Escalation
If you are unsatisfied with the outcome you may escalate to a senior review. We aim to resolve escalations within 10 additional working days.
Resolution timeline
Standard disputes are resolved within 5 working days. Escalated disputes receive a response within 10 additional working days. Disputes involving safety or financial harm are escalated to priority review within 1 working day.
Data & Privacy
How we protect your data
Encrypted at rest
All personal data, project files, and documents stored on the platform are encrypted at rest using AES-256. Data in transit is protected by TLS 1.3.
GDPR compliant
Dwellinger is operated in compliance with UK GDPR. You have the right to access, correct, export, and delete your data at any time from your account settings.
Never sold
We do not sell, trade, or rent your personal data to third parties. Data shared with contractors is limited to what is required to progress your project.
For full details, read our Privacy Policy and Cookie Policy.
Get in touch
Report a concern or ask a question about trust
If you have a question about how we verify contractors, handle disputes, or protect your data — or if you want to report a concern — our trust team is here to help.
Contact the trust team