Question 1

What is a mutual exchange?

Accepted Answer

A mutual exchange is when two (or more) social housing tenants agree to swap their homes with each other. It's a legal process governed by the Housing Act 1985, and one of the fastest ways to move if you're a council or housing association tenant. Both parties must have secure or assured tenancies, and both landlords must approve the swap before it can go ahead.

Question 2

Who is eligible for a mutual exchange?

Accepted Answer

Most council and housing association tenants with a secure or assured tenancy are eligible. You may not be able to exchange if you are in rent arrears, have an active notice of seeking possession, are in breach of your tenancy conditions, would be significantly under- or over-occupying the new property, or if the property has a local connection requirement under a Section 106 agreement. If you're unsure, check with your landlord before applying.

Question 3

Can I swap with someone who has a different landlord?

Accepted Answer

Yes — you can swap with any social housing tenant anywhere in the UK, regardless of who their landlord is. Both landlords must approve the swap, but there's no restriction on swapping across council or housing association boundaries. SwapKey's listings cover tenants from councils and housing associations across the whole of the UK.

Question 4

Can more than two people be involved in a swap?

Accepted Answer

Yes. Multi-way swaps (chain swaps) involve three, four, or more households all swapping in a chain — for example, Person A moves to B's home, B moves to C's home, and C moves to A's home. These are more complex to arrange and require all landlords to approve. The more people in the chain, the more risk someone drops out, so it pays to move quickly once you've agreed a chain.

Question 5

How is a mutual exchange different from a transfer?

Accepted Answer

A transfer is when your landlord moves you to another property they own — you go on a waiting list and are allocated a home based on priority. A mutual exchange is different because you find another tenant to swap with directly. This means you have much more control over where you move and it's typically far faster than waiting for a transfer.

Question 6

How long does a mutual exchange take?

Accepted Answer

Once you've agreed a swap and both applied to your landlords, your landlord has 42 days to accept or refuse. If both approve, you then agree a moving date between yourselves. In total, the process from finding a match to moving in typically takes between 6 weeks and 4 months, depending on how quickly landlords process applications.

Question 7

Is SwapKey free to use?

Accepted Answer

Yes — SwapKey is completely free for tenants. Creating a listing, browsing matches, messaging other tenants, and tracking your swap progress are all free. We're funded by councils and housing associations who pay to partner with us and access our landlord management tools.

Question 8

How does the match score work?

Accepted Answer

Your match score is calculated from six factors: location (35%) — how well the property matches your target areas; bedrooms (25%) — whether the bedroom count meets both parties' requirements (this is a hard requirement; if it doesn't match, the score is zero); lifestyle (20%) — garden, parking, pets, and accessibility needs; transport (10%) — proximity to transport links; recency (5%) — how recently the listing was updated; and completeness (5%) — how fully the listing is filled out.

Question 9

What does the green dot (activity badge) mean?

Accepted Answer

The activity badge shows how recently the listing owner logged into SwapKey. A bright green dot means they've been active in the last 24 hours — they're likely to respond quickly. An amber dot means they were active in the last few days. A grey dot means they haven't been seen recently. This helps you prioritise who to message first.

Question 10

What does 'Mutual interest' mean?

Accepted Answer

If you tap the heart icon on a property and that property's owner has also tapped the heart on your listing, SwapKey detects that you're mutually interested. It automatically opens a conversation between you and shows a notification — so neither of you has to make the awkward first move.

Question 11

What is the tenancy reference badge?

Accepted Answer

A grey 'Reference provided' badge means the tenant has added their council or housing association reference number to their profile — a self-declared trust signal that they're a genuine social housing tenant. A green 'Council verified' badge means their tenancy has been confirmed directly by a housing officer through our landlord portal.

Question 12

How do I make my listing stand out?

Accepted Answer

Complete listings get significantly more interest. The key things are: at least 3 clear, bright photos of every room including outdoor space; an honest description covering the property and what you love about the local area; your weekly rent so potential swappers know what they'd be taking on; your EPC rating; and your tenancy type. A video walkthrough is a big bonus — many tenants decide before ever visiting in person.

Question 13

Can I use SwapKey on my phone?

Accepted Answer

Yes — SwapKey is fully mobile-optimised and works in any browser on iPhone or Android. To add it to your home screen on iPhone, tap the Share button in Safari and select 'Add to Home Screen'. On Android, tap the three-dot menu in Chrome and select 'Add to Home Screen'.

Question 14

How do I report a problem with a user or listing?

Accepted Answer

Use the 'Report' link on another tenant's profile, on a listing page, or in a chat (flag icon). Describe what concerns you and we will review it. You can also email hello@swapkey.io. SwapKey is for lawful mutual exchange only — see our Terms for acceptable use.

Question 15

What should I do if someone ignores my messages?

Accepted Answer

Not everyone on any swap platform responds equally quickly. SwapKey shows response rate badges so you can see before messaging how reliably someone replies. If you haven't heard back in a few days, a polite follow-up is fine. If there's still no response, move on and message other matches — there are always other potential swaps.

Question 16

What happens after I agree a swap with someone?

Accepted Answer

Once you've both agreed to proceed, you each apply to your own landlord for permission to exchange. SwapKey's swap tracker guides you through six stages: match agreed → applications submitted → tenancy checks → property inspections → final approvals → completion. Your landlord has 42 days from receiving your application to approve or refuse.

Question 17

Can my landlord refuse a mutual exchange?

Accepted Answer

Yes, but only on specific legal grounds set out in the Housing Act 1985. Valid reasons include rent arrears, an active possession order, the property being under-occupied or overcrowded after the swap, the property being adapted for a disability neither swapper has, or the property being tied to specific employment. Landlords cannot refuse simply because they don't want you to move.

Question 18

Do I keep my current tenancy conditions when I swap?

Accepted Answer

Generally no — you take on the tenancy conditions of the property you're moving into, including the rent level, tenancy type, and any specific conditions such as a no-pets clause. It's important to read the tenancy agreement of the property you're swapping into carefully before committing.

Question 19

Who is responsible for repairs before the swap?

Accepted Answer

Ideally both properties should be in good condition before the exchange. Always visit the property you're swapping into in person, and note any outstanding issues. If repairs are needed, agree in writing with the other tenant and both landlords what will be fixed before you move in. Once you've swapped, you take on tenant responsibility for the property's upkeep.

Question 20

What if someone pulls out after we've agreed?

Accepted Answer

Until both landlords have formally approved the exchange in writing and a tenancy assignment has taken place, either party can legally withdraw. There's no formal obligation before then. This is why SwapKey's activity and response rate signals matter — they help you identify tenants who are genuinely committed. If someone pulls out, your listing stays active and you can continue searching.

Question 21

Do I need a solicitor?

Accepted Answer

No — mutual exchange doesn't require a solicitor. The process is handled directly between you, the other tenant, and both landlords. Unlike buying or selling a property, there's no conveyancing. Your landlord manages all the formal tenancy documentation.

Question 22

Can I exchange if I'm in rent arrears?

Accepted Answer

No. Rent arrears are one of the most common reasons landlords refuse a mutual exchange application. You'll need to clear any arrears before applying. Some landlords may allow an exchange if an agreed repayment plan is in place and being maintained, but this is at their discretion — always check with your landlord first.

Question 23

Can I swap to a larger property?

Accepted Answer

This depends on your household size and your landlord's under-occupation policy. Most landlords will approve a move to a larger property if you genuinely need the space — for example, because you have children or a household member with a medical need. If the new property would have significantly more bedrooms than your household requires, your landlord may refuse on grounds of under-occupation.

Question 24

Can private renters use SwapKey?

Accepted Answer

No — SwapKey is specifically for social housing tenants (council and housing association tenants with secure or assured tenancies). Mutual exchange as a legal process only applies to social housing. Private renters looking to move have different options available to them.

Question 25

What is a Section 106 restriction?

Accepted Answer

A Section 106 agreement is a legal condition attached to some properties that restricts who can live there — usually requiring a local connection to the area (living, working, or having close family nearby). If a property you want to swap into has a Section 106 restriction, you may need to demonstrate a local connection before the swap can be approved. Check with the relevant landlord before proceeding.

Question 26

Can shared owners do a mutual exchange?

Accepted Answer

Shared owners typically cannot do a mutual exchange in the traditional sense, as the process is designed for secure and assured tenants rather than part-owners. If you own a share of your property, you would need to sell your share through the standard staircasing and resale process. Contact your housing association for advice specific to your situation.

Question 27

Is my personal information safe?

Accepted Answer

Yes. SwapKey only displays your first name, your postcode district (not your full address), and the details you choose to add to your listing. Your full address is never shown publicly — it's only shared once both landlords have formally approved your exchange. We're registered with the ICO and comply fully with UK GDPR. See our Privacy Policy for full details.

Question 28

How do I delete my account?

Accepted Answer

You can request account deletion at any time by emailing privacy@swapkey.io from your registered email address. We'll delete your account and all associated data within 30 days in line with your right to erasure under UK GDPR.

Question 29

Why do I need to verify my email address?

Accepted Answer

Email verification confirms you're a real person and gives us a secure way to reach you about your swap. It also protects other tenants — every SwapKey account is tied to a verified email address, which helps keep fake listings off the platform.

Question 30

Can I have more than one listing?

Accepted Answer

No — each account can have one active listing at a time, because each tenant has one home to offer for exchange. If you've moved and want to update your listing, you can edit it at any time from your listing page.

Frequently asked questions

About mutual exchange

Using SwapKey

The swap process

Eligibility and rules

Account and privacy

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