Trade support

About our fees

Our fees

You only pay a fee when the homeowner shortlists you. There are no joining fees, membership fees or any other 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. If the customer’s number is faulty, contact us. We don’t issue refunds if the customer’s number has been verified and you can't reach them.

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 customer shortlists you to immediately decline your interest

The customer must have messaged you through MyBuilder at the same time they shortlisted you to qualify.

The small print

  • We don’t contact customers in order to verify disputed fees. Claims are reviewed using information from our system.
  • 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.

Sign-up & ID Verification

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).

How do I verify my ID?

We need a verified ID check before you can start showing interest in jobs through MyBuilder. To complete the process we require a Government issued photo ID document and a profile photo.

To verify your identity, you will need to email us at id@mybuilder.com. Please attach a picture of a photo ID and a headshot for your MyBuilder profile. We aim to verify your ID within 24 hours. It may take longer if you submit your ID over the weekend or if we need to contact you for more information.

Profile Photo tips

A picture speaks a thousand words, so it's vital that your profile photo is saying all the right things.

We know that tradesmen who have a good profile picture are more likely to be shortlisted, so we've compiled a quick guide to taking a great photo that shows off you, and your business, in the best possible light.

  • Get a friend to help
    Trying to get a good angle with a selfie can be difficult, no matter how long your arms are!

  • Take your picture outdoors
    Make sure there is light on your face, and not behind you - try to avoid shady silhouettes.

  • Get in the frame
    Make sure you're front and centre - get your head and shoulders in shot, a few paces away from the camera.

We are a business with several employees. Whose 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.

I’m trying to sign up but it’s saying my email address is already in use.

LOGIN to the MyBuilder account currently registered to your email address. Don’t worry if you can’t remember your password, there will be onscreen options that allow you to access your account in other ways.

Once logged in, go to your settings page and change to a different email address. If you don’t have another email address, you can create one very quickly online. Once changed, this will free up the original email address for you to sign-up with.

Alternatively, you can just sign-up using a different email address.

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.

Ask a Tradesman

‘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 an initial 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 for trades ranked lower in your list.

Email and Lead Notifications

Why am I not receiving your emails?

Double check which email address is registered to your account and update if necessary.

View and update your contact details

Check our emails are not being directed to your junk/spam folder. If they are, mark them as safe and add info@mybuilder.com to your list of contacts or safe senders.

If, after 24 hours, you are still not receiving our emails, please contact us, and we’ll be in touch.

Why am I not receiving SMS alerts?

Check your account settings and make sure you have ticked ‘I’d like to receive SMS alerts’

If you are using the iOS app, we’ll only send an SMS for shortlists or invitations if we have not already sent an app notification. If you would rather receive an SMS instead, go into the app settings and disable push notifications.

How can I get push notifications?

Push notifications are available through our iPhone app which you can download from the apple store.

When using the app, all shortlist and invitation notifications will show up on your phone. This replaces SMS alerts which are sent to all non app users. If you would prefer to keep the SMS alerts, you will need to disable push notifications in the app settings.

The app is currently only available to iPhone users.

Quote Tool

What is Quote Tool?

Quote Tool is a new, free service we've built to allow our tradespeople to create and send detailed, professional quotes in minutes. Just find the task you want, select the relevant details and Quote Tool will output a comprehensive written quote in minutes. Learn more about Quote Tool.

Do I need to use Quote Tool?

No, there is no requirement to use Quote Tool to continue using other MyBuilder services.

How can I change my business details?

If you need to change the business details that appear on your quote, head over to our contact form, and let us know what needs changing.

Can I use Quote Tool for jobs outside MyBuilder?

Absolutely! You can use our tool for all of your jobs, whether you're quoting through MyBuilder or other sources.

How is a quote different from an estimate?

Estimates might help you turn a lead into a won job but they offer little protection or clarity, leaving both you and your customer vulnerable to unforeseen circumstances. Quotes, on the other hand, are legal agreements that outline exactly what you will do and what you will charge. They commit you to do the work for that price, but they also help ensure the customer pays you on time and empower you to charge more for additional work. Read more about quotes vs estimates in our Trade Hub article.

How do I create quotes from a lead?

To create quotes from a MyBuilder job, go to your shortlisted job in Leads, and click the 'Start building a quote' button. If you are using the Leads iOS app, make sure the Quote Tool app is also installed.

How do tasks/jobs work?

Tasks are the building blocks that help you outline the scope of work. You can search or explore to find them, and there should be one for every job or project. Tasks contain forms which collect information about the job and output them on the quote in a presentable and professional way. They are designed to speed up the quoting process by doing the hard work for you, allowing them to input a lot of information in just a few taps and swipes.

Do I need to fill in everything in a task?

You only need to add as many details as you want but detailed quotes are more likely to be accepted by customers.

Can I add my own prices?

You can add any price you like. You can also add split payments and provide your own payment milestones.

Can I add my logo to my quotes?

Yes you can. In the settings screen (link top-right when on the 'Jobs list' page), you'll find a section to upload your own logo.These appear on all quotes sent to your customers, next to your business details.

Can I send more than one quote to a customer?

You can send as many quotes as you like to a customer. You can find all the quotes you have sent in the job on the Quote Tool home screen/landing page. You can create another version by hitting the green ‘Create Quote’ button. If the details of the job change, we encourage you to send a new quote.

Can I delete quotes?

Not yet, though you can withdraw any quote you no longer want to be valid unless it has already been accepted by the customer.

What does the Data Sharing Agreement do?

The Data Sharing Agreement establishes the relationship between two ‘data controllers’, the tradesperson and MyBuilder. It is a legally required agreement that allows us both to process the personal data of a tradesperson’s customers and ensures that both comply with the GDPR.

Do I have to sign the Data Sharing Agreement?

You must sign the Data Sharing Agreement if you want to continue using MyBuilder. In order to comply with the GDPR, all trade users have to sign the Agreement as they provide us with their customers’ personal data in both the Leads service and Quote Tool. This was enforced from the release of the Terms & Conditions that coincided with the release of Quote Tool to all users.

Billing & Payments

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.

I’ve made a payment but my account is still restricted.

Double check your invoices page to see if any payments are outstanding. If so, it could mean your payment was unsuccessful so you will need to try again. If your payments are up to date, log out of your account and sign back in again.

If you are still restricted, please contact us, and we’ll be in touch.

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 blue "Ask for feedback" link below customer details 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 "Send hire request" link below the customers details on the job post. We will send an email asking them to confirm you won the job so they can leave a review.

Technical help

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.

I can't express interest. What should I do?

Check your invoices are not marked as very overdue as this will prevent you being able to express interest. If your payments are up to date, log out of your account and sign back in again.

If you are yet to send over your ID documentation, this will need to be done before you can start going for jobs.

How do I verify my ID?

If you have recently sent over your ID, it may not have been verified yet. You will be able to express interest once you receive an email confirming your account has been fully approved.

If you still can’t express interest, please contact us, and we’ll be in touch.

Why can't I view the full screen?

This problem usually occurs when people are viewing the website on a tablet. Try flipping the device on it’s side, which usually solves the problem. If not, you’ll have to switch over to your phone or desktop to view the full screen.

Login Problems

I can’t log in. What should I do?

Go to the Login page.

Enter your registered email address and choose one of three simple options to access the site.

Still can’t log in? Follow the steps in the troubleshooting section at the bottom of this page.

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

This is usually because cookies are not enabled on your device. To resolve the issue, follow the steps in the troubleshooting section at the bottom of this page.

How do I change my password?

Make sure you are logged in then you can change your password.

Troubleshooting

Make sure the time and date on your device are set correctly.

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If not, you will need to enable them on your browser.

How to enable cookies

Once enabled, log out of your account and sign back in again.

If this does not resolve the issue, send us a message and we will be in touch.

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