Trade support

Our fees

Our fees

With MyBuilder it's free to send an introduction message to a homeowner. You only pay a fee when the homeowner shortlists you and verified contact details are exchanged. Our shortlist fees typically range from £2 to £35 depending on the size of the job. There are no joining fees or membership fees and no hidden costs.

Refunds

We charge a shortlist fee each time a customer shares their verified contact number with you. Because the customer has chosen you, most shortlists should result in a positive contact. Despite our best efforts, we cannot guarantee you will always make contact, get to quote or win the job. In these situations, we don’t refund shortlist fees.

Success on MyBuilder is judged against your overall spend on fees. We’re confident that over time, the income from jobs you win will cover all your shortlist fees including any which are unsuccessful.

When you can dispute a shortlist fee

There are certain situations in which you can apply for a refund. If you experience one of the situations below and want to dispute the fee, get in touch. Be sure to include the job title and reason for disputing the fee when you contact us.

The customer’s phone number doesn’t work

Customers are required to verify their phone number before shortlisting. Occasionally, some customers slip through the net. If the customer’s number is faulty, contact us straight away. We don’t issue refunds if the customer’s number has been verified.

The customer shortlists you to decline your interest

If you’re shortlisted only to be turned down straight away, let us know. The customer must have messaged you through MyBuilder at the same time they shortlisted you to qualify.

The customer shortlists you for a job in a completely different location

Customers sometimes post their job using an incorrect postcode. If you’re shortlisted for a job that falls way outside your working area, send us the details.

You’re shortlisted more than once for an identical job

If a customer shortlists you again for a duplicate job, contact us. The job description and location must be identical to qualify for a refund.

The small print

  • Claims are reviewed using information from our system. We don’t contact customers in order to verify disputed fees.
  • We can’t promise to approve every claim but we will do our best to be fair.
  • Refunds go to your account as credits to be used against future shortlist fees. We don’t offer cash refunds.
Contact us to dispute a shortlist fee

How are shortlist fees calculated?

We review and price every job lead posted on the site. Each lead is priced according to the expected job value which is based on the description of the work and the location. The fee is clearly visible on the lead before you show interest in the job. Remember, there is no fee for expressing interest - the fee only applies if you are shortlisted.

Shortlist fees vary depending on the type of job. Larger jobs incur a higher fee than smaller jobs and fees typically range from £2.50 to £37.50.

Do you tell customers tradespeople pay shortlist fees?

No. We believe that many genuine customers would not use MyBuilder if we were to tell them that tradespeople pay a fee to be shortlisted. Most shortlists lead to a customer contact but we can’t guarantee that tradespeople will get an opportunity to quote for every job.

Joining MyBuilder

How do I join MyBuilder as a tradesman?

Applying for a MyBuilder trade account is quick and easy. To get your application for a trade account underway, register here.

When you apply, we will ask you to:

  • Provide information about you and your company
  • Complete an evaluation for each trade you apply for
  • Verify your identity

We aim to approve trade applications within 48 hours (Monday to Friday).

We are a business with several employees. Who’s ID should I verify?

In most cases, we need to verify the identity of the primary point of contact for your customers.

If you are a limited company, registered with Companies House, then we will also need to verify the identity of a registered director if different from the primary account contact.

Please note that we cannot accept group photos or logos as your profile picture.

Can I talk to anyone about joining MyBuilder?

Absolutely, just contact us and request a callback.

How to win more work

How to write a great introduction message

If your application to join MyBuilder has been successful, then we already know you are great tradesperson and your work will speak for itself. Getting your foot in the door can be difficult so a great introduction message is an essential part of success.

Your message should let the customer know you are keen on the work and give a reason for them to choose you over the competition. An effective message should include:

  • An introduction to you / your company
  • Your key selling points (experience, qualifications, insurance, etc.)
  • Your level of service (satisfaction guarantees, reliability, cleanliness, quality of work)
  • Your availability to quote and commence work, if accepted
  • A direct and friendly request to be shortlisted for the work

Cover the above, be friendly and professional, and you should have plenty of opportunities come your way.

You can save your message as a template so you don’t have to type it out each time; just remember to update details such as your availability before sending it to the customer.

You can have as many different templates as you like, so if you offer more than one trade you can have specific messages for each service you offer, or separate messages for different types of customer.

If you would like some bespoke advice on creating a message just right for your business, please contact our Support team, who will be happy to assist.

How to build a winning profile

Your trade profile is essentially your shop window, so it’s important to take the time to complete this as fully as possible. There are five main sections to complete:

Introduction

Introduce yourself and your company and include information about your experience, service levels, and what separates you from the competition. Keep this part short and sweet; you can go into more detail later.

About

This is an ideal opportunity to list the types of work you undertake, mention any particularly interesting projects you have completed, and to really sell the service you offer.

Photo gallery

In your gallery you can show off the jobs you are most proud of and represent all the services you provide. Try and include photos of different project types, and always write a caption below to let the customer know what they are looking at.

Photos of completed projects work best with all finishing touches done. Other tradespeople are interested in seeing the nuts and bolts, but homeowners prefer to see the end results.

Qualifications

Easy one this - list your trade qualifications, accreditations and length of experience. Mention any relevant courses you may have attended, and membership of any trade bodies.

Insurance

If you hold public liability or professional indemnity insurance, add the details and potential clients will see you are covered. To add details of your Public Liability or Professional Indemnity cover simply visit your insurance page to add the details of your policy.

The ‘Ask a Tradesman’ feature

‘Ask a Tradesman’ allows homeowners to get great advice directly from expert tradesmen. Any questions you answer will be shown on your profile page which is a great way demonstrate your knowledge to potential customers, especially if you’re new to MyBuilder and don’t have much feedback.

Job leads & shortlisting

What is shortlisting?

You express interest in leads by sending the job poster an introduction message. It’s free to express interest. The job poster can then either decline your interest or add you to their shortlist. Being added to a shortlist means the job poster likes the sound of your message and the look of your profile and they’re giving you permission to contact them directly to discuss their job.

Contact details are automatically shared with every shortlist; you will receive the job poster’s telephone number. Our fee is only applied once you are shortlisted.

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

Job posters won’t always be available to take your calls or immediately respond to your messages. Don’t give up too soon though; they may be busy. If you are having trouble getting in contact by phone or text, always send a follow-up message through MyBuilder and try calling again at a different time of day. Avoid calling too many times as it might put them off. If you still can’t make contact, send them a final text or message through the website and ask them to save your number in case they need you in future.

How are contact details shared?

When a job poster adds you to their shortlist, you will receive a notification containing their name and telephone number along with the job details. Notifications are sent via email and text message, if you have opted to receive SMS alerts. The job poster will also get your telephone number but you should call them as soon as you can - don’t rely on them making the first move.

Contact details cannot be shared before shortlisting and the job poster can only respond to your introduction message if they shortlist you first.

What is an invitation?

Job posters can search for tradespeople in their area and send invitations to those they would like to get in touch with. If a customer sends you an invitation you will receive an email notification and a text message, if you have opted to receive SMS alerts. You have three options when you are invited:

  • No thanks: Choose your reason for declining from a list of options and we will notify the job poster.
  • Shortlist me: Accept the invitation and the shortlist fee will be automatically applied. You will get the job poster’s details straight away and you can send the job poster a message with your acceptance of their invitation. Call them as soon as possible for the best chance of success.
  • Express interest in this job like a normal lead: Send the job poster a message and the fee won’t be applied or contact details exchanged unless they add you to their shortlist.

Why do you sometimes send me old leads?

When a job is approved we send it out to a first pool of local tradespeople. If the job doesn’t receive enough interest we widen the pool after 24 hours. You may find these jobs are further away than usual or or for trades ranked lower in your list.

Billing & Settings

How do I change my card details?

You can update your card details in the payment settings on your account.

What payment methods do you accept?

We accept payment online via credit or debit card. Your card details will be securely stored for future use. To save time, you can set up automated payments where your invoices will be paid on the due date with your saved card.

Are my card details safe?

Yes - your details are securely stored by WorldPay, a trusted payment processor for many UK-based merchants, accounting for approximately 42% of UK card payments.

When will I be invoiced?

We invoice on Mondays for any shortlist fees incurred during the previous week. Our payment terms are 7 days.

What happens if an invoice becomes very overdue?

If an invoice is more than two weeks 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.

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.

Feedback

How does the feedback system work?

Feedback is an evaluation of a job poster's experience with the tradesperson they hire through MyBuilder. Job posters can read previous feedback comments on each tradesperson's profile, before they decide who to hire.

How is my feedback score calculated?

Your feedback score shows the percentage of the total number of reviews that have been marked as positive by your customers. Neutral reviews do not count towards your feedback score.

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

A negative review can feel like the end of the world but don't panic. Most tradesmen can expect to receive negative or neutral feedback during their time with MyBuilder and go on to win plenty more work. No one likes reading bad reviews of their business but the key to successfully overcoming negative feedback is to handle it in a polite and professional manner.

Once you have made an agreement with a customer to carry out their job, they’re entitled to leave you a review and we can’t take their feedback down unless they ask us to. Your first step should be to contact the customer and try to reach a resolution where you are both satisfied with the outcome. We know that won’t be possible in every situation as working relationships sometimes break down. If that’s the case, you have the right to post a public reply to their review.

It can be tempting to fire back a response blaming them, but that won’t look good to potential customers who see your reply. If the review has left you angry or upset it’s better to take some time to calm down so you can respond in a more considered way.

You might want to address every point the customer makes in their review but you should refrain from doing this. Instead, keep your response concise and make sure you highlight the steps you took to try and resolve the issue. A well written response should inform future customers about how well you handle service issues.

If you have received a negative review and you would like to talk to us about how to reply, please get in touch with our Trade Support team who will be happy to help.

How do I request feedback?

If the customer has already marked you as hired, go to your Jobs Won list and hit the green "Ask for feedback" button on the completed job. This will send the customer an email with instructions on how to leave feedback for you. If they haven't marked you as hired, find them in your shortlisted leads list and hit the blue "I've been hired" button. We will send an email asking them to confirm you won the job so they can leave a review.

Technical help

I’m not receiving your emails. What should I do?

There are a number of reasons you may not be receiving our emails. Email providers sometimes mark our emails as spam so take a look in your junk mail folder. If any of our messages are in there you should mark them as safe. To help stop this from happening in future you should add info@mybuilder.com and/or @mybuilder.com to your email address saved contacts. If you have done all of this and you are still having problems, get in touch and we will try to help you get the issue resolved.

How do I update my contact details?

You can change your address, phone number, business website and email address in your account settings.

If you are changing your address you may also need to update your working area.

Why do I have to log in every time I use the site?

This is usually because cookies are not enabled on your device. You will need to go into your device’s security settings and enable them. You should also double check that the date and time are set correctly on your phone.

Can't find the answer you're looking for? Contact support