Our goal at HOMEE is reliable, on-demand home servicing everywhere, for everyone. We do that today by connecting home owners, tenants or property managers (aka “Consumers”) who need plumbing, electrical, HVAC or handyman services with those trades persons (aka “Professionals”) wanting to provide the service. It’s about getting the work done at the tap of a button. This is only possible when Consumers trust the Professionals, and vice versa. That’s why HOMEE has Guiding Principles that set out the behavior expected from both sides. Consumers or Professionals who do not follow the Guiding Principles may be barred from using HOMEE, either temporarily or permanently, depending on the seriousness of the breach.
When a Professional is deactivated, even if only temporarily, it limits their ability to earn income. So it’s important to have a clear, published policy that explains: the circumstances in which Professionals are denied access to HOMEE; how (if at all) they can use the app again; and if Professionals can appeal these decisions. There will always be unforeseen events that may ultimately lead to deactivation – and we’ll update this policy regularly – but the following are sufficient cause for deactivation: quality; fraud; safety and discrimination.
Consumers who use HOMEE expect their Professionals to perform quality work, safely, as well as be courteous and professional. The higher the quality of the service, the more Consumers want to use the services, which in turn means more opportunities for Professionals to earn money. Poor service has the opposite effect over time.
There are several ways we measure quality, with the most important being Star Ratings and Job Cancellation or Rejection Rate:
After every service, Professionals and Consumers rate each other on a five-star scale to give feedback on how the service went. This two-way system holds everyone accountable for their own behavior. Accountability helps create a respectful, safe environment for Consumers and Professionals. Professionals can see their current rating in the History tab of the HOMEE Pro app.
How is my rating as a Professional calculated? Your rating is based on an average of the number of post-service stars Consumers gave you (from 1 to 5 stars).
The easiest way to keep your average rating high is to provide good service on every job. Professionals on the HOMEE platform provide excellent service, so most jobs run smoothly. But we know that sometimes a job doesn’t go well—that’s why we look at an average rating over all of your jobs. This gives you the chance to improve over time.
What leads to deactivation? There is a minimum average rating in each city. This is because there are cultural differences in the way people in different cities rate each other. We will alert you over time if your rating is approaching this limit, and you’ll also get information about quality improvements that may help you improve.
If your average rating still falls below the minimum after multiple notifications, you will be deactivated. You may be reactivated on the platform after you provide proof of the steps you’ve taken to improve.
Service Non-Acceptance Rate (Cancellation/Job Rejection or Decline/Time-out)
A cancellation is when a Professional accepts a job request and then cancels the job. A rejection/decline is when a service request is sent to the Professional who is in an online/active state but rejects or declines the offered job. A request time-out is when a service request is sent to the Professional, who is in an online/active state but for whatever reason, let’s this service request time-out. These conditions create a poor Consumer experience and negatively affect other Professionals. We understand that there may be times when something comes up that causes a Professional to cancel an accepted job, or decline or reject a job request or miss a request coming in, but minimizing these is critical for the reliability of the system.
How is my service non-acceptance rate calculated? Your non-acceptance rate is based on the number of jobs cancelled/timed-out/declined out of the total number of jobs you accept. (For example, if you’ve accepted 100 jobs and 4 of them are cancelled, 5 of them timed-out after sending to you in an online/active state, and 1 of them you declined/rejected, your non-acceptance rate would be 10%.)
High-quality Professionals typically have a low non-acceptance rate less than 5%.
What leads to deactivation? Each city has a maximum non-acceptance rate, based on the average non-acceptance rate of Professionals in that area. We will alert you multiple times if your non-acceptance rate is much higher than other Professionals in your city, after which you may not be able to go online for a short period of time. If your non-acceptance rate continues to exceed the maximum limit, you may be deactivated.
On Acceptance Rates:
High acceptance rates are a critical part of reliable, high-quality service, but not accepting job requests does not lead to permanent deactivation.
Consistently accepting trip requests helps maximize earnings for Professionals and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every job request, but not accepting dispatches causes delays and degrades the reliability of the system and satisfaction of the Consumers.
If you are consistently not accepting job requests, we will notify you that your ability to remain online may be at risk. If your acceptance rate does not improve, you may temporarily be logged out of the app for a limited period of time.
Fraudulent activity undermines the trust on which HOMEE is built. That’s why we are constantly on the lookout for fraud by Professionals (and Consumers) who are gaming our systems.
What leads to deactivation? We will deactivate any account or accounts (including permanently) associated with fraudulent activity, which may include: Deliberately increasing the time of a job; Deliberately increasing the price of utilized parts or materials; Accepting jobs without the intention to complete, including provoking Consumers to cancel; Creating dummy Consumer or Professional accounts for fraudulent purposes; Claiming fraudulent fees or charges, like false part fees; and Intentionally accepting or completing fraudulent or falsified jobs.
HOMEE uses technology to keep Consumers and Professionals safe, for instance by GPS-tracking every Provider. This is all backed up by a robust system of pre-screenings (background checks) of Professionals. We also have a dedicated incident response team on call 24/7 to investigate safety incidents.
Actions that threaten the safety of Consumers and Professionals may be investigated and, if confirmed, will lead to permanent deactivation. As a precaution, after receiving a complaint we may temporarily suspend a Professional until the issue is resolved.
Issues that can lead a Professional to be deactivated include:
HOMEE’s Guiding Principles
All users of the HOMEE platform—both Consumers and Professionals—agree to abide by our Guiding Principles while using the app. These Principles create a shared standard of respect, accountability and common courtesy for everyone.
What leads to deactivation? HOMEE may deactivate any Professional who does not follow the Guiding Principles, with, for example: Violent or inappropriate behavior; or Abusive language.
Zero Tolerance for Drugs & Alcohol
HOMEE does not tolerate the use of drugs or alcohol by Professionals while using the platform or performing the service.
What leads to deactivation? Any Professional found to be under the influence of drugs or alcohol while using the HOMEE platform will be permanently deactivated. HOMEE may also deactivate a Professional who receives several unconfirmed complaints of drug or alcohol use.
Compliance with the Law
We expect Professionals using the HOMEE Pro app to act in compliance with all relevant state, federal and local laws at all times. This includes meeting the regulatory requirements for the various trades you are providing within your area.
What leads to deactivation? HOMEE may permanently deactivate a Professional for activities such as: Engaging in serious illegal activity while using the HOMEE Pro app.
Our goal is to ensure that everyone has a safe and reliable service. That’s why HOMEE prohibits Professionals from carrying firearms of any kind into a property while using our app.
Anyone who violates this policy may lose access to HOMEE.
Accurate Personal Information
The HOMEE Pro app is designed to give Consumers identifying information about Professionals and their experience and licenses, like their name, profile picture, affiliated organization/company, before the service begins. Inaccurate or outdated information creates confusion among Consumers and can diminish their experience with HOMEE.
What leads to deactivation? We will deactivate a Professional for activities such as: Providing HOMEE with inaccurate information; Allowing someone else to use his or her account; and Taking a service without the appropriate or necessary expertise.
In addition, we will take action to prevent any Professional whose required documentation becomes invalid—from going online until the Professional provides HOMEE with updated information.
All Professionals wanting to use the HOMEE Pro app are required to undergo a screening process, like background checks, to ensure safety and compliance with our criteria.
What leads to deactivation? We will permanently deactivate a Professional if a routine background check uncovers a violation of HOMEE's safety standards or of other criteria required by local regulators.
To maintain the transparency and safety of the HOMEE platform for all users, activities conducted outside of the monitored system of the HOMEE Pro app—like anonymous jobs—are prohibited.
What leads to deactivation? We will take action against a Professional for activities such as: Harming the business or brand, like unauthorized use of HOMEE‘s trademark or intellectual property, or otherwise violating the Providers’ agreement with HOMEE; and Soliciting payment of services outside the HOMEE system
HOMEE’s mission is to connect Consumers to Home Servicing Professionals in a reliable matter, everywhere for everyone. We do not tolerate discrimination on our platform.
What leads to deactivation? It is unacceptable to refuse to provide services based on characteristics like a person’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal or state law. Actions like these will result in permanent deactivation.
Getting Back on the Map After Deactivation
If you have been deactivated for quality reasons like low star ratings, you may have the opportunity to get back on the map if you provide proof that you’ve taken steps to improve. This could include discussing improvement steps with your local HOMEE team. In addition, we are exploring ways to create an appeals process for the most contentious cases. We will update this document as and when we have that process in place.
Last updated: January 1, 2017