How reviews work

Every review on Fixture comes from a completed job. Here is exactly how that works.

Who can write a review

Only someone in a home that had a completed job with the business can review it: a booking the business marked done, or a visit on a round linked to the home. One review per job.
Reviews can be written for 30 days after the job. For a regular, a home has one review of that business at a time and updates it rather than adding another (at most once every 90 days).
The business's owner, and anyone who shares a home with them, can't review it.

A review must describe the reviewer's own genuine experience of the job. Writing a fake review, or asking someone to, isn't allowed — positive or negative.
Nothing is ever offered for a review: no discount, credit, prize or entry. If anyone offers you something to write or change a review, please tell us.
Every completed job gets the same invitation to review — one in-app card and one email — whatever happened. Businesses can't choose, trigger or stop it.

Stars and text go live as soon as they're posted, after automatic checks. Photos are always checked by a person first.
A review is held for a person to look at if it contains contact details (an email, phone number, full postcode or web address), language on our checked list, if a business suddenly gets several reviews in one day, if it was sent from a connection the business owner also uses, or if the job was set up and done the same day at no charge. Held reviews are looked at within 2 working days.
The checks never look at the star rating, and we treat low and high ratings the same way.

We remove a review only for one of these reasons: illegal content; personal information; not a genuine customer; abusive or discriminatory; not about the business's work.
The reviewer is told why and can ask us once to look again. A review is never removed because it's negative.
We may suspend accounts that post fake reviews.

A business can reply once, in public, to each review. It can report a review to us with a reason; a person reads the review, the job it came from and the report before deciding.
A business can't hide, edit or delete a review. Only the reviewer can edit or delete their own review.

A business's rating is the simple average of its published reviews, shown once it has 3 or more. Before that it shows as new.
Held, removed and deleted reviews don't count. Search order uses ratings alongside other factors and is never paid for.