Demonstration profile
Daniel O.
Heating & gas engineer · 12 yrs
- Gas Safe verified
- Insured
- ID checked
Hackney · Islington · Waltham Forest
Trust & Safety
Trust isn’t a page on our website. It’s the product.
Anyone can write “vetted & trusted” on a homepage. This page shows you the machinery instead: how verification actually works, what we guarantee, what we don’t, and what happens when something goes wrong.
Verification
How a Hero earns their passport
Four stages, every Hero, before a single job — and continuously afterwards.
- 1
Evidence, not assertions
A Hero photographs their identity document, takes a selfie, and a selfie holding that document — original camera captures only, quality-checked on the spot. Automated checks read the document and cross-check every detail they entered, then a human reviews and decides. Nothing is taken on someone's word — every claim needs a document or a register entry behind it.
- 2
Checked against the source
Gas Safe registration is checked against the Gas Safe Register. Electrical competence against the relevant competent person scheme. Insurance against the insurer's certificate. We record what was checked, against what, on which date.
- 3
Published on the passport
The results go on the Hero's public passport — visible to you before you book, and scannable at your door from launch. What you see is today's record, not a laminated card from years ago.
- 4
Expiry-tracked, automatically enforced
Every credential has an expiry date and we re-check before it arrives. A lapsed credential automatically pauses the Hero for affected work until it's renewed. No grace periods, no exceptions — that's what makes the passport worth trusting.
See it in practice — demonstration passports:
Demonstration profile
Priya S.
Electrician · 9 yrs
- Part P verified
- Insured
- ID checked
Camden · Westminster · Brent
Demonstration profile
Marek K.
Plumber · 15 yrs
- Insured
- ID checked
- DBS checked
Southwark · Lambeth · Lewisham
Our promise
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 and is never released to the Hero until you confirm the work is complete. Not a day before, not without your say-so.
- Raise a dispute before confirming and release freezes automatically while a named member of our team investigates on the job's full evidence trail. Outcomes include partial or full refund to your original payment method.
- Every live Hero has passed human-reviewed identity verification, and we monitor credential expiry daily — a lapsed Gas Safe registration or insurance policy 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. Heroes additionally hold their own verified public liability insurance, shown with its cover amount on their Passport.
Reviews
Why you can believe our reviews
UK law now takes fake reviews seriously. So do we — here are the rules the system enforces.
- Only customers with a real, completed, paid job can leave a review.
- Reviews are never bought, incentivised, or written by us.
- Negative reviews are published — moderation removes only abuse, personal data, or content about a different job, and we say when we've done it.
- No aggregate ratings are shown until enough genuine reviews exist for the number to mean something.
When it goes wrong
A real complaints path
No chatbot walls. A complaint gets a named human, a case record, and a deadline.
- 1Tell us what happened — through your job record or hello@londonheroes.co.uk — with photos if relevant.
- 2We acknowledge it the same working day during launch, with a case reference and the evidence trail from your job's timeline.
- 3We investigate on the record: what was requested, quoted, done and paid is all documented, so disputes are settled on evidence, not memory.
- 4You get an outcome and the reasoning. If we got it wrong, we say so and put it right.
Accessibility
Built for every Londoner
This site is designed and tested to WCAG 2.2 AA: full keyboard operability, visible focus, screen-reader-tested flows, honoured reduced-motion preferences, and AA contrast throughout — in light and dark mode.
Found something we missed? Tell us at hello@londonheroes.co.uk — accessibility reports jump the queue.
London Heroes Services Limited · Company number 17217746 · Suite Ra01, 195-197 Wood Street, London, United Kingdom, E17 3NU. London Heroes is a registered trade mark (UK00004396028, Class 35). Read our terms, privacy policy and complaints policy.