Standards
Lead Quality Standard
This is the public commitment about what happens to a homeowner’s enquiry. Details are never sold, nothing is passed to a restoration company without the homeowner agreeing, and one enquiry is not resold across a panel of contractors. It is published so that both sides can hold us to it.
Last updated .
Where this stands today. Company matching is still being built, so this standard currently governs a small number of enquiries rather than a running marketplace. It is published now because the standard should exist before the volume does, not after it. Nothing on this page describes a network of partners that exists; it describes the rules any introduction will be made under.
The three commitments, first
- Homeowner details are never sold. Not to a data broker, not to a directory, not to an aggregator, not as part of a list.
- Nothing is passed to a restoration company without the homeowner agreeing. Consent is explicit and is asked for; it is never assumed from a form submission, and it can be withdrawn.
- One enquiry is not resold to many companies. We do not run an auction. If more than one introduction would genuinely help, we ask first.
Those three exist because of how this trade goes wrong. A homeowner with a flooded ground floor who fills in one form and then fields eleven calls has not been helped; they have been sold. How HyreRestore works describes the same sequence from the homeowner’s side.
What makes an enquiry qualified
All seven have to hold. Any one failing means it is not sent.
- Consented
- The homeowner agreed, explicitly, that their details may be passed to a restoration company. Agreement to be telephoned is a separate, optional permission and is recorded separately.
- Contactable
- A working email address, or a phone number where the homeowner consented to calls. One of the two has to be real.
- In the area a company actually covers
- A zip code a participating company told us it serves. Not an adjacent county we hope somebody will drive to after a storm.
- A loss type that company handles
- Water, fire and smoke, mould, storm, flood, sewage, contents or reconstruction. A mould job does not go to a firm that does not do mould, and in states that licence mould work separately it does not go to a firm that is not licensed for it.
- Self-submitted
- The homeowner filled in the form themselves, having arrived here on their own. No purchased lists, no co-registration, no enquiry bought from anybody else.
- Recent
- Passed on promptly. A restoration enquiry that sits for days stops being useful to either side.
- Unique
- Not a duplicate of an enquiry already sent for the same homeowner and the same loss.
What a qualified enquiry contains when it reaches a company
- The loss type and how it happened
- In the homeowner’s own words wherever they wrote them. The messy description is usually the useful one.
- When it happened
- Happening now, the last few days, weeks ago and unresolved, or planning and researching. Companies should know which of those they are calling.
- Zip code and property type
- Enough to establish serviceability and access, not a full address unless the homeowner gave one.
- Whether an insurance claim is involved
- Where the homeowner told us. Whether a claim is open changes the conversation on both sides.
- Name and contact route
- Email always; phone only where consent to call was given, and marked as such.
- The page the enquiry came from
- So a company knows whether it is speaking to somebody who has read about drying goals or somebody who has just discovered a wet carpet.
- What the homeowner was told to expect
- Including that matching is still being built. Nobody should be called by a company the homeowner did not know was coming.
What it does not contain is an assessment of how much the homeowner is likely to spend, a guess at the scope, or a price. We have not seen the property, and we publish no average restoration prices on the cost page for the same reason we would not invent one here.
What is never sent
- An enquiry from a homeowner who has not agreed to it being passed on. There is no implied consent here and no pre-ticked box.
- A phone number where the homeowner did not consent to calls. The company gets the email address instead.
- Test, fake or obviously nonsense submissions.
- A duplicate of an enquiry already delivered for the same loss.
- An enquiry from outside any area a participating company covers.
- A loss type no participating company handles, or one they are not licensed for in that state.
- A solicitation — somebody selling to us rather than a homeowner asking for help.
- Anything we have reason to believe is not a genuine homeowner enquiry.
- Anything a homeowner asked us to withdraw before it was sent, at any point before it was sent.
An enquiry that fails one of those is not delivered and is not counted as delivered. Where a homeowner sent us something real that we simply cannot route — usually because no participating company covers their area — we tell them so plainly rather than leaving them waiting for a call that is not coming.
What a homeowner can hold us to
- You will be told before anything is sent, and by whom you may be contacted.
- You can say no, or change your mind, at any point before an introduction is made.
- You can ask for everything you sent to be deleted, without giving a reason — the privacy policy sets out what is held and for how long.
- Submitting a form is not a work authorisation. A work authorisation is a document signed at your property with the company doing the work, and a form on this site is not one.
- You are never charged, and no introduction obliges you to hire anybody.
- If a company that we introduced behaves badly, tell us. We would rather stop sending them enquiries than keep the arrangement.
How a restoration company reports a bad enquiry
Email hello@hyrerestore.com with the enquiry reference and what was wrong with it — unreachable, outside the coverage area you gave us, a loss type you do not handle, a duplicate, or not a genuine homeowner. Being told is how the standard gets corrected; a defect nobody reports gets repeated. In return we ask partners to contact an enquiry they accept promptly, to state plainly what they do not do rather than take the job anyway, and not to treat a homeowner who is still researching as a bad enquiry when it was labelled accurately as such.
Still to be decided. What an accepted dispute is worth, the window for raising one, pricing, exclusivity and contract length are commercial terms that have not been set. They are listed as open on the partner page rather than invented here, because a refund policy written before there is a price is not a policy. The partner FAQ carries the same open list.
Related
How we vet is this commitment in the other direction — what is checked on a company, and the three things that are not. About HyreRestore covers how the site is funded, and how it would work for a company describes the arrangement from the partner side.