Transparency & Fairness
How we ensure the Trust My Landlord platform is fair, balanced, and trustworthy for everyone.
Our Commitment to Fairness
Trust My Landlord exists to bring transparency to the UK rental market. But transparency without fairness is meaningless. That's why fairness is embedded in every aspect of our platform — from the data we collect, to the algorithm that generates Trust Scores, to the way we handle disputes.
How We Ensure Fairness
Verified Data Only
Unlike review sites that accept anonymous, unverified opinions, Trust My Landlord only accepts data from verified tenancies. Every report is linked to a validated rental relationship. This eliminates fake reviews, coordinated attacks, and unverified claims.
Both Sides Are Heard
When a tenant submits a report, the landlord or agent is notified and given the opportunity to respond. Their response is considered by the algorithm. We believe accountability requires visibility on both sides — not just one.
Resolution Is Rewarded
The Trust Score algorithm doesn't just penalise problems — it rewards resolution. A landlord who receives a report and resolves it promptly and professionally will see their score reflect that positive behaviour. The system is designed to encourage constructive outcomes, not punishment.
Evidence-Based Reporting
All reports follow a structured framework. Tenants must describe the issue clearly, select a category, and provide supporting evidence. This prevents vague or emotionally-driven complaints and ensures that reports are factual and constructive.
Pattern Recognition Over Single Events
The Trust Score algorithm considers patterns over time, not individual data points. A single report does not define a landlord's score. The algorithm looks at trends, consistency, and overall performance across multiple tenancies and time periods.
Independence
Trust My Landlord is not affiliated with any landlord association, tenant advocacy group, or letting agent organisation. We serve the market as a whole, not any particular side. Our independence is fundamental to our credibility.
Algorithm Transparency
While the specific weightings of our proprietary algorithm are confidential (to prevent manipulation), we are transparent about the factors it considers:
- 1.Maintenance Responsiveness
How quickly and effectively reported maintenance issues are addressed.
- 2.Communication Quality
The timeliness and quality of landlord/agent communication with tenants.
- 3.Compliance Indicators
Adherence to legal and safety obligations, including gas safety, electrical checks, and deposit protection.
- 4.Issue Resolution
How reported issues are resolved over time, including response quality and tenant satisfaction.
Dispute Resolution
If a landlord, agent, or tenant believes a report or Trust Score is inaccurate or unfair, they can raise a dispute through the platform. We review all disputes carefully and may adjust scores where evidence supports a correction. Our goal is accuracy and fairness, not rigidity.
Continuous Improvement
We are committed to continuously improving our algorithm, processes, and platform to ensure fairness. We welcome feedback from all users and regularly review our approach to ensure it meets the highest standards of integrity.
Contact Us
If you have questions or concerns about fairness on the platform, please contact: