Reports & moderation

Single points of contact

For authorities, the European Commission, the Board and for users: support@homeheeros.com. Language: English. Provider: Global Managed Properties Ltd. We have no legal representative in another EU country because Global Managed Properties Ltd is established in Malta.

Reporting content

Anyone can report a task, profile, service, review or message they believe is illegal or against our rules — with the report form (no account needed) or the “Report” button. Please include:

• the exact link (URL) to the content,
• a clear explanation of why it's illegal or breaks our rules,
• your name and email (not required for reports of child sexual abuse material),
• confirmation that you believe the report is accurate and complete.

We confirm every report by email, with a private link to follow it.

How we decide

A trained team member reviews every report — diligently, objectively and without undue delay; reports of illegal content and safety issues come first. Automatic filters only block contact details, links and payment details in texts before they're posted; they never suspend an account on their own. Possible decisions: no action, removing or restricting the content, suspending or closing the account.

The person who reported gets our decision by email. If we remove or restrict content or suspend an account, the affected user receives a statement of reasons: what we decided, the facts, whether it was illegal content (and which law) or a breach of our Terms (and which rule), whether automated means were used, and how to challenge it.

Challenging a decision

Both the affected user and the person who reported can ask us to review a decision, free of charge, for six months — with the link in our email. A person reviews it again, where possible someone who wasn't involved in the first decision, and we tell you the outcome and reasons. You can also turn to a certified out-of-court dispute settlement body under Article 21 of the Digital Services Act, or to the courts. Our decisions don't take away your right to go to court.

What we moderate

Illegal content under EU or Maltese law (e.g. fraud, unlicensed work in a licensed trade, hate speech, infringement of others' rights), and breaches of our Terms — notably sharing contact details or arranging payment outside HomeHero, spam, fake profiles or reviews, and abusive behaviour. See also our communication rules.

Misuse

If someone often posts manifestly illegal content, or often sends manifestly unfounded reports, we may suspend their account or stop processing their reports for a reasonable time, after a warning. We decide case by case, considering the number and severity of incidents and the intent.