Homeowner support

Shortlisting allows you to exchange contact details with tradespeople who have shown interest in your job. You are able to shortlist a maximum of five tradespeople for your job.

Shortlisting is essential as it allows you to message, hire and finally leave feedback for tradespeople.

You can decline the interest of tradespeople you don’t feel are suitable for your job and we will let them know.

A detailed job description will get more responses from tradespeople. A preferred start date can also help tradespeople fit you into their schedule. Adding more information and photos to your job after it has been posted can help generate more interest.

Invite tradespeople to your job from our directory. Interested tradespeople who accept your invitation will get in touch to arrange a quote.

If your job hasn’t received any interest after two days, we will automatically repost it for you.

When you shortlist a tradesperson we notify them that you would like a quote for your job. As contact details have already been exchanged, you can’t remove tradespeople from your shortlist.

Absolutely not! We’ll only pass your number on to the tradespeople you’ve shortlisted for your job.

Yes. We have detailed advice guides on how to choose tradespeople and ensure a successful project from start to finish in our Advice Centre.

When you have decided which tradesperson you would like to carry out your job, click the hire button their profile to notify other tradespeople that your job is no longer available. This also allows you to leave feedback when the job has been completed.

If you have accidentally selected the wrong tradesperson or changed your mind, contact us and we will reopen the job for you.

MyBuilder are fanatical about feedback! Feedback helps homeowners decide who to hire, rewards tradespeople for good work and holds them accountable for any problems. Tradespeople depend on positive comments to build their reputation and source work through MyBuilder.

Posting a negative or neutral comment can prompt tradespeople into resolving any outstanding issues.Tradespeople can respond to negative or neutral feedback to put forward their version of events.

You can leave your feedback at any point after an agreement for the work to begin has been reached. We recommend waiting until your dealings with the tradesperson are complete before posting your review.

When you are ready to leave your review, update your job to make sure the tradesperson is marked as hired, post the feedback, and your comments will immediately appear on the tradesperson’s profile.

Yes. We take this very seriously. We monitor every piece of feedback to ensure it comes from a genuine customer and relates to legitimate work contracted directly through MyBuilder.

If flagged as suspicious, we remove the feedback and review the tradesperson’s account.

Feedback can be removed at any time and can be changed once, but only if posted less than a year ago. Get in touch for further assistance as changes can only be made from our side.

Tradespeople cannot remove or edit your feedback.

There are a few situations where we remove feedback:

• There was no agreement to start the work
• The tradesperson was sourced outside of MyBuilder
• The tradesperson and job poster knew each other before connecting on MyBuilder

MyBuilder reserves the right to remove content that is not in line with our policies, including discriminatory comments, foul or abusive language and personal information.

Feedback automatically links to a job posted on MyBuilder so can’t be left anonymously. If there’s an issue you would like to inform us of in confidence, please contact us.

For added peace of mind, homeowners can buy a comprehensive insurance policy that protects almost any type of job posted on MyBuilder.

Learn more about MyBuilder Plus.

Public liability insurance covers any damage or accidental injury to a third party or their property caused by a tradesperson or their employees or their business. It also covers any related costs and expenses such as legal fees. It DOES NOT cover poor workmanship and the policy may contain conditions that could restrict the cover.

Public liability insurance does not cover claims from the tradesperson's employees or subcontractors for damage or injury; You will need to ensure that the tradesperson has employer's liability insurance.

Read up about insurance and home improvements.

Professional indemnity insurance provides cover for losses arising out of professional errors in design and/or specifications offered as part of their service. It DOES NOT cover poor workmanship.

This insurance is typically used by architects, designers, engineers, and design & build contractors.

Tradespeople self-certify that they hold appropriate and valid liability insurance. MyBuilder is not able to provide any guarantees that the tradesperson's insurance policy is valid or live.

Before work begins, we recommend you verify that a tradesperson's insurance policy wording and indemnity limits are appropriate for the type of work the tradesperson states they can carry out.

Most customers have a good experience when they hire a tradesperson through MyBuilder, but occasionally jobs go wrong or traders run into difficulties.

In the first instance, you should discuss any problems with the tradesperson directly and try to work out a solution that suits both parties. Most tradespeople want customers to be happy with their work and will be keen to resolve any issues amicably. Address the problem objectively and without emotion, referring to evidence where appropriate.

If the tradesperson fails to deal with your complaint in a satisfactory way or disagrees with your point of view, you may need to escalate the matter. We recommend writing to the tradesperson in the first instance, explaining what you’re not happy with, what you want the tradesperson to do and by when. Citizens Advice have a selection of letter templates that can help you draft a complaint.

You should give the tradesperson a reasonable period of time to respond to your complaint and address your concerns. If they won’t or can’t fix the problem, you do have the right to ask for a partial or even a full refund in certain circumstances. You may need to negotiate and agree on a figure.

If you are still unable to reach an agreement and would like our advice, get in touch. Although we are unable to mediate, we will do our best to offer clear and impartial information about what your options are. We are able to provide better advice if you include answers to the following questions when you write to us.

• What happened?
• What have you done so far to try and resolve the dispute?
• What resolution are you seeking?

When you are ready, we recommend that you leave feedback about your experience. The ability to leave a comment on the trader’s public profile creates a level of accountability that wouldn't otherwise exist. Tradespeople have the right to reply to any neutral or negative feedback posted to the site.

Additional resources

Read our advice article about dealing with disputes.

If things go wrong with a job posted on MyBuilder, we encourage both parties to try and resolve their differences amicably. If an agreement can’t be reached, we signpost people to specialist organisations who have the expertise to provide further assistance.

For homeowners who want extra peace of mind and access to premium customer support, jobs can be protected with MyBuilder Plus.

Yes. You can now get the ultimate cover for almost any type of job posted on MyBuilder with MyBuilder Plus.

MyBuilder Plus is a unique insurance product, designed from the ground up to guarantee the whole job, including lost deposits, workmanship and even the tradesperson going bust. To apply for MyBuilder Plus, all you need is a written quote for the work from your tradesperson.

If you have a MyBuilder Plus policy and need support, you can reach us by visiting the MyBuilder Plus contact page.

We believe that feedback is the best way of holding tradespeople accountable for their work. If you hired a tradesperson through MyBuilder and feel let down, you should post feedback about your experience. Although we monitor all feedback posted on the site, you can also log a complaint through our contact form.

We use feedback, complaints and other information to monitor and investigate tradespeople. We restrict trade accounts if we feel their continued use of MyBuilder may present a risk to other users.

We expect tradespeople to treat job posters with courtesy and to notify them if they are unable to attend an arranged appointment. If a tradesperson fails to show up, you can contact us and we will record your complaint against the tradesperson’s account. We monitor reliability and persistent offenders are suspended.

All tradespeople have their ID checked and skills evaluated when they apply to join MyBuilder.

Tradespeople who use MyBuilder are subject to continuous vetting by consumers through our trusted feedback system. Feedback brings accountability and transparency to the platform, helping consumers make informed decisions. Feedback can only be left after a relationship has been confirmed through MyBuilder, which combats abuse and fraudulent behaviour.

If a tradesperson doesn’t have feedback on MyBuilder, don’t be afraid to ask for references from customers they’ve worked for previously. We also recommend you read our hiring advice before you choose a tradesperson.

We recommend you read our hiring advice before you decide who to hire as the type of checks you carry out will vary depending on the type of job you have posted.

Feedback gives an indication of a tradesperson’s track record and you should read previous customers’ reviews before choosing who to hire. If a tradesperson doesn’t have any feedback you can ask them for references from previous customers; most tradespeople will also have examples of previous work that they will be happy to share.

Public liability Insurance covers your property, or the property of a third party, in the event of damage caused by works. It does not cover poor workmanship. We recommend you verify a tradesperson’s policy covers everything you need before agreeing to any work.

Professional indemnity insurance provides cover for losses arising out of professional errors in design and/or specifications offered as part of the tradesperson’s service. This insurance is typically used by architects, designers, engineers, and design & build contractors and does not cover poor workmanship.

We recommend you verify a tradesperson’s policy covers everything you need before agreeing to any work.

Add our email address to your contacts:
[email protected]

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 [email protected] and/or @mybuilder.com to your list of safe senders or 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.

Yes you can. To unsubscribe from our marketing communications, log in and go to the Notifications section of your Account settings. It is important to note that deselecting the text option will prevent you from resetting your password by text message.

In order to get the most out of MyBuilder we need to send you email notifications about your job. If you no longer wish to receive these notifications, you will need to end your job listing.

If you no longer need MyBuilder to find a tradesperson, you can end your job listing by selecting the job from the My Posted Jobs section of your account and choosing the “End Job” option.

You may also wish to update your Notification Settings to pick what type of communications your receive from us in future.

If you wish for us to delete all of your personal information from our systems altogether, please Contact Us to make that request.

Please note that you will no longer have access to the MyBuilder account and we will not be able to provide further support in relation to any aspect of your MyBuilder account.

You can change your email address in your account settings. We will send a confirmation email to the new email address for verification. If this is not received, please check your junk/spam folders.

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