How requesting works
What happens when you request a Hero
London Heroes covers all 33 London boroughs, 24/7. Our team reviews every urgent request and matches it to an available verified Hero where we can. Response times depend on availability, location and job type.
Safety first
If you smell gas, or a carbon monoxide alarm sounds: don't smoke, light a flame or touch light switches, open the doors and windows, turn the gas off at the meter if you can reach it safely and it isn't in a cellar or basement, get everyone out, and call the National Gas Emergency Service free on 0800 111 999 before anything else — before calling us.
For water, electrics and drainage, follow the emergency safety steps first.
What happens, step by step
- 1
Tell us what you need
Describe the job in plain English — add a photo if it helps. It takes about two minutes.
- 2
We match a verified Hero
We review your request and connect you with a suitable verified professional where available.
- 3
You confirm, your Hero is paid
You pay when you book, and your money is held. Follow the job on its live timeline; when you confirm the work is complete, it is released to your Hero, and you can leave a review tied to the real job.
The London Heroes Guarantee
We don't make promises we can't keep. Here is exactly what we guarantee on every job — each point backed by machinery you can see working:
- Your money is held securely from the moment you pay. It is released to the Hero when you confirm the work is complete, or after a dispute you raise is resolved in the Hero's favour.
- Raise a dispute before confirming and release is frozen automatically while our team investigates on the job's full evidence trail. Outcomes can include a refund to your original payment method.
- Every live Hero has passed identity verification, reviewed and decided by a person. Each credential a Hero adds is reviewed by our team, and we check expiry dates every day: once a verified credential's expiry date passes, it shows as expired on their Passport, never hidden.
- Every review you read is tied to a real, completed, paid job. No exceptions.
- Cancel before work starts and you receive a full refund. Every payment, fee and refund appears on your transaction record, line by line.
The Guarantee is payment protection built into how the platform moves money — it is not an insurance policy, and it never reduces your statutory rights. The Hero Agreement separately requires every Hero to hold public liability insurance; once our team has verified a Hero's policy, it shows on their Passport, with its cover amount where one is given.