Keeping Communication Safe Within the Chat System

1. ✉️ Why Safe Communication Matters

Safe chat protects everyone — whether you’re a landlord, tenant, agent, buyer, or service professional. It:

• Ensures conversations are traceable and accountable

• Prevents scams or off-platform redirection

• Helps Matchouse resolve disputes faster, if needed

• Keeps communication clear, especially in multi-party deals

2. 💬 How the Chat System Works

The Matchouse chat lets users:

• Message matched users after listing, requesting, or accepting offers

• Invite professionals (solicitors, agents, surveyors) into existing chats

• Collaborate in group threads (e.g. buyer, agent, solicitor in one chat)

• Track offers, messages, and updates in a single thread

Chat opens only when a user match occurs — or when a lead is accepted by a professional.

3. ⚠️ What to Avoid in Chat

To stay safe and aligned with community rules, never:

• Share external contact info (email, phone, WhatsApp)

• Ask for payments outside of the Matchouse system

• Send suspicious links or requests for personal ID documents

• Agree to off-platform deals or property viewings without context

💡 All communication should remain on the platform until trust is built and a verified relationship is formed.

4. 🔒 Role-Based Controls for Professionals & Agencies

Estate agency and service professional business accounts can:

• Control who joins chats within their team (admin, moderator, member)

• Set auto-join rules by user or role

• Create internal team-only chat groups for task coordination (e.g. Maintenance Team, Sales Team)

These tools prevent unauthorised access and ensure sensitive client discussions stay private and professional.

5. 👥 Real-World Collaboration Example

Example: A buyer is looking to purchase a home.

• They connect with an estate agent via Matchouse

• The agent invites a solicitor and mortgage advisor into the chat

• Everyone discusses next steps, shares documents, and arranges viewings in one place

• No emails, no lost threads — everything is traceable and secure in the Matchouse chat

6. 🔍 What Happens if Something Feels Off?

If you feel uncomfortable or spot something suspicious:

• Click “Report” in the chat thread

• Block the user if needed

• Contact Matchouse Support via Live Chat

Our team investigates reports swiftly and takes appropriate action — including warnings, suspensions, or bans.

7. ✅ Chat Safety Checklist

Use this checklist to stay protected:

• ✅ Always keep chats on-platform

• ✅ Never share passwords, banking info, or personal IDs

• ✅ Use offers and service tools to formalise agreements

• ✅ Report abuse or suspicious behaviour immediately

FAQs

Can I share my phone number if I trust the user?
We strongly recommend keeping all early-stage communication on-platform. Share contact info only when you're confident and after a relationship is formed.

Are chats monitored?
Chats are not monitored in real time, but they are stored securely and may be reviewed if a report is submitted.

Can I delete a chat thread?
You can archive a chat on your end, but conversations remain stored for transparency and dispute resolution.

Need Help?

If you’re unsure about how to manage chat safely or want to report something, use the Live Chat or visit the Safety & Community section for more resources.