Service Provider Guides
Performance Metrics & Ratings
Understand how you are evaluated on the platform. Learn about the metrics that affect your visibility in the directory and discover tips to secure more contracts.
Overview
Your reputation on Social Home directly influences how often property managers invite you to tender for work. The platform calculates your performance using automated metrics (like response times) and manual feedback from both tenants and property managers.
High-performing contractors enjoy priority placement in the Service Providers Directory and are frequently offered long-term framework agreements.
How Ratings are Generated
Tenant Feedback
After a job is marked complete, the tenant receives a 1-click SMS to rate your punctuality, cleanliness, and politeness.
Manager Review
Property managers rate the actual quality of the repair, your communication, and invoicing accuracy.
Key Performance Metrics
The algorithm tracks the following data points to calculate your overall score:
Managing Your Reputation
Disputing a Rating
Problem: You received an unfair rating from a tenant who wasn't home.
Solution: If you logged your arrival via the app and took a photo of the property proving attendance, you can dispute the rating. Open the completed job and click 'Dispute Rating'. Support will review the logs and remove the unfair rating.
Lowered Visibility
Problem: You notice a drop in incoming job inquiries.
Solution: Check your Dashboard metrics. If your Response Time has slipped above 4 hours, your directory ranking will temporarily lower. Improve your response rate on the next 3 inquiries to restore your ranking.
Benefits of High Ratings
Directory Advantages
Priority Placement
Top-rated contractors appear first when housing providers search for trades in your area.
Verified Badges
Earn 'Highly Responsive' and 'Tenant Favourite' badges to stand out.
Business Growth
Framework Agreements
Housing providers often lock in their top-rated contractors to exclusive, long-term framework agreements.
Auto-Dispatch
Earn the right to receive jobs on auto-dispatch without bidding against others.
Frequently Asked Questions
Do rejected jobs hurt my score?
No. Rejecting a job quickly (within 2 hours) is actually considered good communication and does not hurt your score. Ignoring a job entirely will hurt your response rate.
Can I see what tenants wrote about me?
Yes, anonymous tenant feedback is visible in your Performance Dashboard. This is designed to help you improve your service.
How many jobs do I need to get a rating?
Your public rating will appear in the directory after you have successfully completed 3 jobs on the platform.