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
Identity is checked for every Hero before a single job; credentials are reviewed as Heroes add them and watched every day 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 the details they entered, then a person on our team reviews and decides. No Hero can quote for or be assigned work until that decision is made.
- 2
Credentials on the evidence
Each credential a Hero adds — Gas Safe registration, electrical competent-person scheme membership, insurance — is uploaded as a photo of the card or certificate with its details, and a person on our team verifies or rejects it, and gives a reason the Hero reads when it is rejected. Gas Safe needs the registration number; insurance needs the insurer and expiry date.
- 3
Published on the passport
Verified credentials go on the Hero's public passport, with the issuer, part of the reference, and any cover amount and expiry date it carries — visible to you before you book. What you see is today's record, not a laminated card from years ago.
- 4
Expiry checked every day
Every day the platform checks the expiry dates of verified credentials. The Hero is warned when one is within 30 days of lapsing, and once its expiry date passes it shows as expired on their passport, never hidden. A renewal goes through the same review before it shows as verified.
See it in practice — demonstration passports:
Demonstration profile
Priya S.
Electrician · 9 yrs
- Part P verified
- Insured
- ID checked
Camden · Westminster · Brent
Demonstration profile
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. 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.
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 real person on our team, 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, priced, 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.