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Trade support

Our Fees

About shortlist fees

When you express interest in a job, the job poster can either shortlist you or decline your interest. When a job poster shortlists you, it means that they like the look of your profile and are giving you permission to contact them directly. Contact details are automatically shared with every shortlist. When you’re shortlisted for a job, a fee is charged.

How much will I pay for a shortlist fee?

Shortlist fees range from £2 to £35, depending on the type of job. We approve jobs manually, and do our best to price each shortlist fee according to the expected job value. The shortlist fee for every job will be clearly visible on the lead page, before you decide to express interest. Remember, there is no fee for expressing interest - the fee only applies if you are shortlisted.

Are there any membership or joining fees?

MyBuilder does not charge a membership or joining fee.

Do you credit or refund shortlist fees?

We do not credit or refund shortlist fees under any circumstances.

We don't credit or refund shortlist fees because it is impractical and costly for us to accurately verify the outcome of a job once contact details have been exchanged. It would also leave the system open to abuse.

Our lead fees are priced extremely competitively. If we were to offer credits or refunds, our fees would increase.

Quality tradesmen should expect to generate a return after a relatively short period of time. If you've tried your best and still feel that MyBuilder has not delivered value for money, we'll be happy to look at your account and discuss ways of improving your success rate.

ID Verification

What is ID Verification?

As a part of our ongoing efforts to build trust with homeowners, we’re now asking tradespeople to verify their ID.

Our research has shown that homeowners are more confident posting jobs when they know we have checked the identities of tradesmen who use MyBuilder.

Putting a face to your business will also help you connect with potential customers and improve your chances of winning work.

What is involved?

To verify your ID, you will be asked to provide:

  • A clear photo of your passport or driving licence.
  • A recent photo of your face to be used on your public profile.

Once verified, we’ll display your profile photo publicly so that homeowners can easily identify you. A photo ID document is required for verification purposes and will not be displayed publicly.

Photo tips
  • Your face should not be covered - no hats or sunglasses
  • Choose a neutral background
  • Avoid flash photography and bright sunlight
  • If taking a selfie, hold your camera at shoulder level
  • We need a photo of you. No vans, company logos or pets please

What ID documents are accepted?

The following documents will be accepted as valid forms of photo ID.

  • Passport
  • Driving licence photocard
  • European ID Card

Do I have to verify my ID?

All tradesmen are now required to verify their ID and display a profile photo in order to use MyBuilder. The deadline for mandatory ID verification has been staggered to minimise service disruption

Is my personal information safe?

We take your privacy seriously. The personal information you provide will be safeguarded and treated in accordance with our Privacy Policy.

Joining MyBuilder

How do I join MyBuilder as a tradesman?

MyBuilder operates a selective application process for tradesmen. To apply, you will first need to complete a short evaluation for each of the trade categories you wish to receive leads for. If you are successful, we will activate your account and you will start to receive leads as relevant jobs are posted to the site.

» Apply to join MyBuilder as a tradesman.

Why was my application declined?

We decline applications for a number of reasons, which do not necessarily reflect on you personally. At MyBuilder, we’re aware that we can’t help all tradesmen find work. If we believe that we’ll be unable to help a tradesman find work, for whatever reason, we decline the application.

If my application is declined, can I reapply?

Depending on the reason for declining an application, we sometimes invite tradesmen to reapply, offering tips and advice where appropriate.

How do I cancel my application to join MyBuilder as a tradesman?

If you’d like to cancel your application to join MyBuilder, please contact us.

Can I talk to anyone about joining MyBuilder?

If you’d like to talk to a member of our team about joining MyBuilder, please contact us. We'll be only too happy to call you back.

I'm waiting for my application to be approved, can I change my details?

You can edit your contact details, trades and working area by logging in to your application.

Trade Profiles

Can I add customer testimonials to my profile?

You may submit details of previous customers who are willing to provide a reference for you. Up to two references can be added to your profile as positive feedback, which will help you get started on MyBuilder.

Always seek your customer's permission for us to contact them first. We contact people by email and phone so ensure their details are up to date. We cannot accept references without a valid email address.

We verify references in a number of ways to ensure they are genuine and have been provided by the actual customer.

Why was my reference declined?

There are a number of reasons why we decline references:

  • If we’ve been unable to reach your referee or the contact details supplied are incorrect.
  • We verify references in a number of ways to ensure that all comments are genuine and that the reference comment has been submitted by your customer. If we’re uncertain about a a reference, we’ll decline it.

Your account may be closed If we suspect that your references are not 100% genuine.

Can I add my insurance details?

You can submit details of your public liability insurance. Once your insurance policy has been successfully verified it will be uploaded to your profile. Your policy will only be made available to customers whose jobs you have expressed interest in.

You will need to upload the full current copy of your public liability insurance schedule. Your policy will be declined if the correct documents are not provided

How can I change my trading name?

If you want to change your trading name, please contact us. We may need to ask for more information about the changes you want to make.

Can I add contact details to my trade profile?

No. We will remove any contact details found on your profile, including images. Such behaviour undermines other tradespeople on the site who are using our service in good faith.  Please contact us if you notice contact details on a trade profile.

Can I have more than one account?

We only allow tradespeople to hold multiple accounts in exceptional circumstances. If you need to open multiple accounts please contact us.

Job Leads

How does MyBuilder allocate job leads?

Each job has a pool of tradesmen who are allowed to quote. The pool is created by our system using each tradesman's distance from the job and their ranked skills as criteria for selection.

An expanding search finds the most relevant tradesmen to put in the pool instead of using pre-defined distances and ranked skills. If a job has not received sufficient interest in the first day, the lead is sent to more tradesmen.

How do invitations work?

Job posters can search the MyBuilder trade directory and invite individual tradesmen to quote, regardless of whether they have been pooled for the job. You can either accept the invitation or treat the invitation like a normal lead by expressing an interest. You will be charged a shortlist fee if you accept an invitation.

Invitations are warm leads because the job poster has specifically chosen you. We recommend you accept invitations quickly to avoid disappointment.

Why can't I search and apply for jobs in my area?

Job posters prefer to use local, specialist tradesmen so our system searches for tradesmen whose combined skills and location most closely match the job.

You may still receive a lead if a job has not received sufficient interest a day or two after being posted. Customers may also search the entire list of tradesmen and invite you to quote.

How many leads can I expect to receive?

This depends on the type of work that you do, the number of jobs posted in your area and the number of other tradesmen who do the same work in your area.

How often are job alerts sent out?

We send out alerts via email as jobs are posted on MyBuilder. You will receive a job alert if new jobs have been posted in your working area matching your skills and trades or if a customer requests a quote from you. If a customer invites you, we will also send you an SMS.

Why do you sometimes send me old job leads?

When we can't find enough relevant tradesmen for a job or insufficient tradesmen express interest in a job, we widen the search in 24 hour intervals until enough tradesmen express interest. You will usually find that these jobs are either further away than usual or are less relevant to your main trades.

Shortlisting

What is shortlisting?

Once you express interest in a job, the job poster can either shortlist you or decline your interest. When a job poster shortlists you, it means that they like the look of your profile and are giving you permission to contact them directly. Contact details are automatically shared with every shortlist. When you’re shortlisted for a job, a fee is charged.

A maximum of 5 tradesmen can be shortlisted for each job. On average, between 1 and 2 tradesmen are shortlisted for each job. You can see how many tradesmen have expressed interest and shortlisted at the bottom of every job description. You can also see a list of up to date shortlist averages here.

I’ve been shortlisted but I can't reach the job poster. What can I do?

We verify the job poster's telephone number before they are allowed to shortlist. If you are unable to reach the job poster on the phone number provided, you should keep trying, and make sure you also send a message through the site. If a telephone number is out of service, please contact us.

Shortlisting carries a risk. We cannot guarantee that you will be able to contact every customer after being shortlisted. Our lead fees are priced very competitively to account for those jobs that you are not able to quote for.

How are contact details shared?

When a job poster shortlists you, contact details are exchanged - after which you are free to share any and all other contact details with the job poster

We don't allow introduction messages that could, knowingly or otherwise, undermine the shortlist fee. This includes but is not limited to:

  • Messages that contain a telephone number or email address.
  • Messages that refer to the shortlist fee or any other MyBuilder policy.
  • Messages that may prompt a job poster to contact a tradesman directly and bypass MyBuilder.
  • Messages that in our opinion are simply not in keeping with the spirit of the site.

We reserve the right to charge the appropriate shortlist fee if a message is in breach of this policy.

How can I get more information about a job without being shortlisted?

It's not possible to request more information about a job without being shortlisted. If you express interest in a job, the job poster may shortlist you at which point you will be charged the shortlist fee displayed for that job.

Should I submit a quote without first viewing the job?

Sometimes a viewing might not be necessary. For instance, if a job description contains all the information you require. In many cases however, a viewing is essential in order to provide the customer with an accurate quote.

Request a viewing by using the built-in messaging facility. Customers may ask for an indicative quote ahead of a viewing to help shortlist potential tradespeople. Again, if you aren't able to provide a quote based on the information provided, use the messaging facility to communicate with customers and explain why you feel a viewing is the best way forward.

There is a good chance that if you don't have the information you need to provide a quote, other tradespeople will feel the same way. If you have an informative profile and good feedback, you'll have a great chance of viewing the site and winning the job!

Billing & Settings

What payment methods do you accept?

You can pay for your invoices online via MyBuilder. Online payments offer the following benefits:

  • Your account is updated almost instantly
  • Your card details are securely stored so that future invoices can be paid quickly and easily.

Are invoice payments taken automatically?

Invoice payments can be set to Automatic or Manual from your Billing Settings page. Both methods will use the credit or debit card you registered with WorldPay

Manual payment requires you to log in and click a button to pay. Automatic payments will be taken from your card on the due date of your invoice.

How do I change my registered card details?

If you don't remember your WorldPay username and password, or are unable to retrieve your details, you can change your registered card by creating a new agreement.

Once you have created a new agreement, we will automatically cancel your old agreement.

What happens if an invoice becomes very overdue?

If you let an invoice become very overdue:

  • Your account will be restricted. You will be unable to express interest in jobs or send messages.
  • We will stop sending leads to you. This will also invalidate your lead guarantee.

It is important that you pay any very overdue invoices as soon as possible. If you are having trouble paying or have any queries about your invoice, you should contact us as soon as possible.

I have credit notes on my account - how can I use them?

We automatically allocate credit notes against any new or outstanding invoices.

How do I close my account?

To close your account, go to Billing and & Settings > Settings. The close account link is at the bottom of the page.

If you're receiving too many emails, you can switch to a single daily digest. This is a great option if you're busy with other work or going away on holiday

If you're having second thoughts about using MyBuilder, get in touch. We'll be happy to chat about your account.

Feedback

What is feedback?

Feedback is at the heart of the MyBuilder community. Quite simply, feedback is an evaluation of a job poster's experience with a tradesperson. Job posters can read previous feedback comments on each tradesperson's profile, before they hire.

More importantly, Job posters can add to a tradesperson's reputation and bring accountability to their project by posting feedback after an agreement has been reached to carry out work.

How does the feedback system work?

Genuine feedback has two important elements: the past and the future. Before customers decide who to hire, they look at your past feedback. After an agreement has been reached to carry out work, customers may add to that feedback, in either a positive or negative way. This future feedback rewards excellent service and punishes bad service.

You have a strong incentive to do your best in order to get feedback, which in turn increases your chances of getting more work (and being able to charge more for it), and more good feedback. You can get this virtuous circle started remarkably quickly through MyBuilder. Growing your business just got a lot easier!

We verify everyone who posts a feedback comment to ensure that the feedback is genuine.

How do I get my first feedback?

New tradesmen can provide details of two previous customers who are happy to give a recommendation. Reference comments are then posted to your trade profile as positive feedback.

Reference feedback is subject to the same rigorous checks that we apply to job feedback. Your account may be closed if we suspect your references are fake.

How is my feedback score calculated?

Your feedback score is expressed as the total number of positive and negative feedback comments posted on your profile. Client references taken by MyBuilder count as positive feedback.

I've received negative feedback. What can I do?

Most tradesmen can expect to receive negative or neutral feedback during their time with MyBuilder and the majority go on to win plenty of work. Read advice shared by some of our tradesmen:

  1. Read the comment properly and make sure you fully understand each point the client has raised.
  2. If you're feeling angry, sleep on it. You'll be more able to respond professionally with a level head.
  3. Call the client and discuss their concerns. Keep the conversation calm and professional. The aim here is to reach an amicable agreement.
  4. Put any agreed steps in writing (email is fine) so that you're both clear as to what's been discussed.
  5. If you've tried your best and are unable to resolve the situation with your client, you have the right to reply. Address all points raised by the client, stick to the facts and avoid emotive language.

MyBuilder cannot get involved directly with disputes but the customer has the right to remove feedback if they feel their issues have been resolved.

Why has positive feedback been removed from my account?

All feedback comments undergo stringent technical and manual checks to ensure that they are genuine. Suspicious feedback is flagged and investigated thoroughly and we remove any feedback that fails our checks.

We will inform you by email if feedback has been removed from your account and the options available to you.

We reserve the right, in accordance with our terms and conditions, to remove any user from the site at our discretion and without notice who we believe to have breached our policies.

Ask a Tradesman

What is Ask a Tradesman?

Ask a tradesman is a feature that lets tradesmen show off their knowledge by answering questions posted by our users. Questions will be shown on your dashboard that match your areas of expertise.

What do I get in return for answering questions?

Questions you answer will appear on your profile, demonstrating your expertise to potential clients. The most helpful answers - based on votes - will get special recognition.

Your answers will appear next to the feedback tab on your profile.

Will Ask a Tradesman encourage time-wasters to post jobs?

On the contrary - the feature will reduce the number time-wasters as customers can now ask a question rather than having to post a job to get advice. A customer who receives a selection of good answers is also more likely to return to the site and post a job in the future.

Do you moderate questions and answers?

Yes - we manually approve all questions and answers to ensure they're relevant and in keeping with our policies.

What does it mean when people 'like' my answer?

The most helpful answers - based on 'liked' votes - will get special recognition.

Can tradesmen ask a question?

Absolutely - tradesmen can post questions if they wish.

Can I include my contact details?

No. Contact details will be removed. Please contact us if you notice anyone displaying their contact details. We're fairly relaxed about you including links to manufacturer's websites if you want to mention a product in your answer.

General

I'm not receiving your emails, what can I do?

In order to get the most from MyBuilder, it's important that you're able to receive our email alerts. Unfortunately, some email providers occasionally block our messages.

If you're not receiving our messages, your email provider may be blocking our mail. To help fix this problem, you should add @mybuilder.com, do-not-reply@mybuilder and info@mybuilder.com to your safe senders list.

If you're not sure how to do this, please check your email provider's help and advice section. This will only take a few minutes and helps us to deliver a better service to our community.

Official Outlook, Hotmail and MSN support. or watch a quick video

Official Yahoo, BT Internet support or watch a quick video

Official Google/Gmail, Virgin Media support or watch a quick video

Official AOL support or watch a quick video

Official Tiscali, Talktalk support or watch a quick video

How do I reset my password?

Simply click here and enter your email address. We will automatically send you an email containing instructions about how to reset your password.

A customer is refusing to pay, what can I do?

In the unfortunate event that a customer refuses to pay for work carried out, it’s best practice to discuss any problems directly to work out a solution that suits you both. Try to avoid involving third parties.

Upon speaking to your customer make sure they appreciate your circumstances. If necessary show a detailed breakdown of the work carried out.  Of course - you’d rather receive payment directly and avoid the hassle of obtaining court proceedings or the services of debt collection agencies. Bear in mind that both these avenues cost time and money.

If you you've done everything you can to acquire payment and the customer is still unresponsive, you should seek help and advice from a professional trade body. They should be able to provide you with advice on what to do next.

Can I talk to you over the phone?

We support our Community primarily via email and the help section of our site. We currently don't offer full telephone support. If you need to talk us however, please contact us including the following information:

  • Your telephone number
  • When you would prefer us to call you (during normal business hours)
  • A brief description of your enquiry

We will endeavour to call at your preferred time, otherwise we will respond to your enquiry as soon as possible.

Another user has sent me an abusive message through the site. What can I do about it?

MyBuilder is a community site that promotes mutual respect and friendly conduct amongst all users. We work hard to ensure that all content posted to the site is appropriate and in keeping with our policies.

Despite our best efforts, MyBuilder cannot guarantee that the site is entirely free from offensive or inappropriate content. If you happen to be subjected to or encounter such conduct or content, please do not hesitate to contact us. We will do our best to investigate reports of this nature and take appropriate action as necessary.

I've enjoyed using your service. Do you accept testimonials?

Absolutely. We're very happy that you've had a good experience using MyBuilder. Send us a message with your comments and we'll post them on the site. Please let us know if you're happy for us to publish your name and/or company details along with the testimonial. Alternatively, if you'd like to tell us about your experience over the phone, include your number and the best time to call and let us contact you.

Can I send you a suggestion for improving the site?

Certainly. We're constantly updating the site and always looking for new ways to improve our service. Send us a message with your suggestions. If you'd like to talk to us over the phone, send us a message including your number and the best time to call.

Liability Insurance

What is public liability insurance?

Public liability insurance covers any damage or accidental injury to a third party or their property caused by you or your employees or your business. It also covers any related costs and expenses such as legal fees, as well as hospital treatment costs (including ambulance charges) that the NHS may claim from you.

Public liability insurance will cover your employees from claims made by members of the public against you, your employees or your business, but it will not cover you from claims made by your employees against you.

Public liability insurance does not cover claims from your employees for damage or injury; you will need to ensure that you have employer's liability insurance.

Why do I need public liability insurance?

Public liability insurance covers any damage or accidental injury to a third party or their property caused by you or your employees or your business. A business that isn't covered by public liability insurance may be exposed to serious financial risk if it was found to be liable to pay for damages or compensation from its own pocket.

Many customers will require proof of valid public liability insurance before allowing work to be undertaken.

What is employer's liability insurance?

Employers' liability insurance is protection from claims from your employees or former employees for injury during their time working for you. This will also cover any illness that they may suffer from as a result of the work they have done for you during their employment.

As an employer, you are responsible for the health and safety of your employees while they are at work. You should ensure that you have at least the minimum level of employers' liability insurance to cover against any claims.

MyBuilder Mobile

Do you have a MyBuilder App or mobile version of the site?

We do not have a native iOS or Android app at this time. MyBuilder is designed to work well with most modern smartphones.

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