Trust & Safety

Effective date: May 1, 2026
Last updated: May 1, 2026

We build trust through five layers:

1. Verification — confirming who users are
2. Anti-scam systems — filtering out fraudulent listings
3. Privacy protections — keeping your data safe
4. Two-way reputation — making behaviour transparent
5. Support and recourse — being there when things go wrong

Each section below explains how we implement these.

2.1 Tenant verification

We offer optional tenant verification at three levels:

Basic (free):

• Email verification (everyone)
• Phone verification (recommended)

Verified (premium tier):

• Identity document upload (passport, national ID)
• Income proof verification (payslip OCR + employer cross-check where available)
• Address proof verification

Fully verified:

• All of the above
• References from previous landlords confirmed
• Bank account verification (via Stripe Identity)

Verified status is shown to landlords as a badge (✓ Verified, ✓✓ Fully verified). Landlords can filter for verified-only applicants.

Important: verification doesn't transfer raw documents to landlords. We confirm the verification status; documents remain with you and are only shared via Share Token (your explicit consent).

2.2 Landlord verification

Basic (free): email + phone verification.

Verified:

• Land Registry confirmation (UK) or equivalent
• Identity document
• Address verification

Verified business:

• All of the above
• Companies House registration (UK) or equivalent
• Membership in redress scheme (Property Ombudsman or similar)

Verified landlords get a badge on their listings. Most professional landlords and reputable agencies will verify. Individual landlords may or may not.

2.3 Limitations

• A verified landlord can still misrepresent the property
• A verified tenant can still cause damage or fail to pay
• Verification doesn't substitute for in-person inspection of the property
• We can't verify everything (insurance, etc.)

Always exercise judgment alongside verification.

Nook actively filters out fraudulent listings. Our anti-scam layer processes every listing before showing it to users.

3.1 What we check

Image analysis:

• Reverse image search across the web
• Perceptual hashing to detect cropped or edited images reused without permission
• Image origin tracking

Text analysis:

• AI classifier trained on confirmed scam listings
• Patterns detected: urgency language, deposit-before-viewing, foreign currency requests, suspicious price drops
• Multilingual coverage

Contact verification:

• Phone number checks against known scam databases
• Email domain analysis
• Cross-portal consistency

Metadata analysis:

• Listing age and lifecycle patterns
• Account registration patterns
• Geographic anomalies

3.2 What happens when something is flagged

• Verified ✓ — passed all checks
• Unverified ⚠ — some checks failed or insufficient data; visible with warning
• Flagged 🛑 — significant concerns; hidden by default, available with explicit warning

A portion of listings are flagged or hidden by our anti-scam systems based on risk signals and manual review.

3.3 Reporting suspicious listings

• Click "Report this listing" on the listing page
• Use category: "Suspected scam"
• We aim to review reports promptly and update listing status where appropriate

Reports are anonymous. You won't appear as the reporter to the scammer.

3.4 What we don't do

• We don't insure against scams (no third-party insurance product is available)
• We don't refund money lost to scammers if you ignored our warnings
• We don't pursue scammers across borders (but we report them to relevant authorities)

4.1 What we never share

Without your explicit consent, we never share with landlords or third parties:

• Your full identity documents (passport scans, etc.)
• Your exact income amounts (we share ranges/categories)
• Your contact details (phone, email) — until you authorize via Share Token
• Your search history outside our Service
• Your data with marketers we didn't disclose

4.2 Two-tier visibility

Anonymous tier (default for "Open to Offers"):

• Landlords see: occupation category, household size, lifestyle preferences, match-score, verification status
• Landlords do not see: name, contact details, exact income, full documents

Identified tier (after you accept their viewing invitation):

• Landlords see: your name, contact details
• You see: their full profile
• Mutual disclosure happens at viewing booking

4.3 Document sharing via Share Token

1. Go to Documents > Generate Share Token
2. Select which documents to share
3. Set expiry (7 days, 14 days, 30 days, or never)
4. Generate token (a unique URL)
5. Send the URL to the landlord
6. Landlord views documents for that duration

You can revoke the token at any time.

4.4 Voice and AI privacy

• Stored encrypted at rest
• Auto-deleted within 30 days (unless you choose otherwise)
• Not used to train AI models (default off)
• Not sent to AI providers unless processing is explicitly requested

Nook implements reputation in both directions to keep both sides accountable.

5.1 How reviews work

• Tenant can review landlord (within 30 days of move-out)
• Landlord can review tenant (within 30 days of move-out)
• Both reviews are visible publicly

5.2 Review standards

Reviews must:

• Be based on actual experience
• Be specific about behaviour (not general defamation)
• Not contain harassment, slurs, or discrimination
• Not violate confidentiality (e.g., disclosing private financial details)
• Not target protected characteristics

We may moderate reviews that violate these standards.

5.3 Response to reviews

Both parties can respond to reviews about them. Responses appear below the review.

5.4 Dispute about reviews

• Try contacting the reviewer first
• If unresolved, contact safety@thenook.rent
• We mediate and may remove reviews that violate standards

We don't remove negative reviews simply because the reviewed party doesn't like them.

5.5 Trust score

Each user has a Trust Score based on:

• Verification level
• Account age and activity
• Review history (number, average rating, response rate)
• Behaviour patterns (no spam, follows-through on commitments)

Trust scores are visible to other users when relevant.

6.1 Migrants and refugees

• Multilingual support staff (English, Spanish, German, French — expanding)
• Documentation about local rental laws (see our guides)
• Protection against discrimination based on immigration status
• Help understanding required documents in your jurisdiction
• No sharing of immigration status with landlords without consent

Contact safety@thenook.rent confidentially with concerns.

6.2 Survivors of domestic violence

• Confidential address protection available
• Easy account closure with full data deletion
• Cooperation with support agencies on request
• No requirement to provide forwarding address

Email safety@thenook.rent confidentially.

6.3 Users with disabilities

Our Service complies with WCAG 2.1 AA accessibility standard.

• Email accessibility@thenook.rent
• We will make reasonable adjustments
• We work with disability advocacy organizations to improve

6.4 LGBTQ+ users

• Permit non-binary and chosen names in profiles
• Use gender-inclusive language across the Service
• Take swift action against discriminatory landlords
• Reporting channel: safety@thenook.rent

7.1 You suspect a scam

• Don't pay or send personal information
• Report the listing: "Report this listing" > "Suspected scam"
• If you've already paid: contact your bank immediately, file with police (Action Fraud in UK), and notify us
• We will investigate and contact relevant authorities

7.2 You experience harassment

• Block the user (Settings > Blocked users)
• Report the user via "Report this user"
• Email safety@thenook.rent with evidence
• We aim to investigate reports and take appropriate action promptly

7.3 Your landlord is asking for illegal payments

• Don't pay
• Email legal@thenook.rent with evidence
• Contact relevant authority (e.g., Trading Standards in UK)
• We may assist by reviewing reports and providing relevant information where appropriate

7.4 Your account has been hacked

• Change your password immediately
• Email security@thenook.rent
• Review recent activity in Settings > Security
• We investigate and may temporarily lock your account for safety

7.5 You found illegal content

• Email safety@thenook.rent
• We review reports of illegal content promptly and may remove content where required by law or our policies
• For child safety concerns, we have a 24/7 escalation: contact via support@thenook.rent

7.6 A user has been harmed

• We take swift action against the perpetrator (account termination, law enforcement reporting where appropriate)
• We provide support to the affected user
• We review our processes to prevent recurrence

We work with:

• Action Fraud (UK) — for fraud reports
• Property Ombudsman — for letting agent disputes
• CIFAS — fraud prevention database (UK)
• Internet Watch Foundation (IWF) — child safety
• Stop Scams UK — scam prevention coalition
• Citizens Advice Bureau — tenant support
• Shelter UK — homeless prevention
• Equivalent organizations in EU expansion countries

• Reviews all reports promptly
• Updates anti-scam systems quarterly
• Conducts annual safety audits
• Publishes annual transparency reports (after first year of operations)
• Engages with external safety auditors

Starting in Q4 2026 (after our launch year), we will publish an annual Trust & Safety Transparency Report covering:

• Number of listings reviewed
• Number flagged/hidden
• Number of user reports received
• Action taken (warnings, suspensions, terminations)
• Law enforcement requests received and how we responded
• Safety improvements made

This will be publicly available.

• General: safety@thenook.rent
• Urgent / immediate safety: call 999 (UK) or 112 (EU) for emergencies; then notify us
• Fraud: safety@thenook.rent or legal@thenook.rent
• Accessibility: accessibility@thenook.rent
• Security incidents: security@thenook.rent

We prioritize urgent safety-related reports where reasonably possible.

We will:

• Act on reports promptly and seriously
• Be transparent about our decisions where appropriate
• Continuously improve our protections
• Treat all users with respect
• Hold ourselves accountable when we fail

We will fail sometimes. When we do, we will learn and improve.

Related: Acceptable Use Policy · Privacy Policy · GDPR & Data Rights