How it works

Homend Residence is not a listings site. We choose, check, train and supervise every provider, and every booking runs through our team. You deal with us; we deal with the provider.

How we check providers

• Everyone applies online for a specific service. Incomplete applications don't go forward.
• We verify identity and documents with the issuing source, and speak to two referees.
• The Certificate of Good Conduct is independently confirmed, not taken at face value.
• A structured interview and a practical assessment, scored against a published standard.
• Approval is made by a manager who did not do the vetting, and nobody works before finishing training.
• Documents that expire are tracked; a provider is paused until they are renewed.

How a booking is handled

• You choose the service, date, time and scope from the rate card. There is no haggling.
• Our system ranks suitable providers by skill, distance, rating and availability; a person on our team makes the choice and records why.
• For some services we may offer you a choice from a shortlist, showing skills, experience and rating.
• The provider checks in on arrival with a code or their location, so you know they're there.
• Any change to the work or price is approved in the app before it happens.
• You confirm and rate the job. Late arrivals, low ratings and disputes are reviewed by our team every day.

If something goes wrong

• Raise a complaint in your account. A low rating opens one automatically.
• Safety and loss complaints are escalated at once and the provider is paused while we investigate.
• We hear the provider's side before deciding, and we tell you what we did about it.
• Outcomes range from a warning or retraining to removal from the platform.

Paying

You pay by M-Pesa against an invoice in your account. Providers are paid by us on a published cycle, so you never need to handle cash.