Frequently asked questions

What is a mutual exchange?

A mutual exchange is when two (or more) social housing tenants swap homes. If you're a secure tenant (usually a council tenancy), exchanging is a legal right under the Housing Act 1985 — your landlord can only refuse on specific grounds, like the new home being much too big or small for your household. If you're an assured tenant (usually a housing association), your right to exchange depends on your tenancy agreement, so check it or ask your landlord.

How does Upsizer work?

Set up your home's profile, browse other tenants' homes, and tap the heart on any you like. When you and another tenant both like each other's homes, that's a match — messaging opens up, you can see each other's full address, and you can start planning the swap together.

Do I need my landlord's permission?

Yes — always. Upsizer helps you find your swap, but the exchange itself only happens once every landlord or council involved has given written consent. You'll usually both fill in an application form with your landlords, who have 42 days to respond. Never move before consent is confirmed.

What does it cost?

Upsizer is free for tenants. Just as important: no one may charge you — or pay you — for a mutual exchange. Offering or accepting money for a swap (sometimes called "cash for keys") is against the law and against our terms. If anyone asks you for money, stop talking to them and report it to us.

What are the bronze, silver, gold and platinum tiers?

They recognise the care and money you've put into your home — a new kitchen, flooring, a done-up bathroom. The more documented investment, the higher your tier, and the more your home stands out to other swappers. No other exchange platform does this.

Who can see my address?

Until you match with someone, other tenants only see your borough and the first part of your postcode (like "SE15"). Your full address is only shown to a tenant you've matched with — never before.

Something doesn't look right — how do I report it?

If a listing looks fake, someone asks you for money, or a message makes you uncomfortable, email us at support@upsizer.co.uk and we'll look into it quickly.