Reporting a User or Listing on Matchouse

1. When Should You Report?

You should report a user or listing if you encounter any of the following:

• ❌ Scams or fraudulent behaviour
  e.g., fake listings, suspicious payment requests, false identities

• 💬 Harassment or abuse
  Any form of offensive, threatening, or inappropriate communication

• 🏚️ Misleading property or service info
  e.g., false claims, wrong pricing, deceptive photos

• 🔁 Duplicate or spam content
  Mass-posted listings, irrelevant offers, or repeated requests

• 🚫 Violation of community guidelines
  Breach of Matchouse’s rules on conduct, honesty, and respect

2. How to Report a Property, Service, or User

📍 Reporting a Listing or Service Offer

1. Go to the property listing or service offer page

2. Click the three-dot menu (⋯) in the top corner

3. Select “Report this Listing” or “Report this Service”

4. Choose a reason from the dropdown

5. Add an optional message with more details

6. Click Submit

🔒 Reports are anonymous. The person you report will not know who submitted it.

🙋 Reporting a User Directly

1. Go to the user’s profile page

2. Click the Report User button (found near the top)

3. Choose a reason and explain the issue

4. Submit the report for our Trust & Safety team to review

3. What Happens After You Report?

Once you submit a report:

• 🕵️ Our Trust & Safety team investigates within 24–48 hours

• 🛑 If the user or listing violates our guidelines, we may:

  • Suspend or remove the listing

  • Temporarily restrict or ban the user

  • Take further action if needed (e.g. legal referral)

You may be contacted for follow-up if your report requires clarification. However, your identity is always kept private.

4. What if Someone Falsely Reports Me?

If your listing or account was wrongly reported:

• You’ll receive a notification from our team

• You can respond with clarification or appeal the action

• No permanent action is taken unless evidence confirms a violation

We prioritise fairness and review each case individually. False reports without valid reasons may also result in action against the reporter.

💡 Real-Life Example

A tenant reports a property where the landlord asks for upfront cash before a viewing. The listing is suspended immediately for review, and the landlord is contacted to verify compliance with platform and legal rules.

🔐 Your Safety Comes First

Matchouse was built to protect both service providers and seekers, as well as landlords, tenants, buyers, and estate agents. Reporting is one of the ways we maintain:

• A spam-free environment

• Fair communication standards

• Safe property transactions and bookings

FAQs

Can I report someone I’ve chatted with?

Yes. You can report a chat message by clicking the three-dot icon in the chat window and selecting “Report”.

Can I report something anonymously?

Yes — all reports are confidential. Your name and identity are never shared with the reported user.

Will I be informed about the outcome?

In some cases, yes. If more information is needed, our team may follow up with you. Otherwise, actions are taken quietly for user protection.

❓Need Help?

If you're unsure whether something needs to be reported, use the live chat button at the bottom of your screen, and our support team will guide you.