Contractor FAQ

Answers to the questions contractors ask most. If you can't find what you need, use our Support page and we'll come back to you.

Leads

How many contractors get the same lead?

Each lead is sold to a limited number of contractors — up to four — after which it closes. This keeps competition fair while still giving the customer a choice of tradespeople.

How quickly are new leads posted?

Most leads appear shortly after a customer submits them. Some are checked by our team before they go live, so there can be a short delay. If you've turned on lead emails, you'll be notified as soon as a matching lead is available.

What information do I get before buying?

Before you buy, you see a teaser: the job type, category, area (town and partial postcode) and price. The customer's full contact details are revealed only after you buy the lead.

Can I get leads for a different area or trade?

Your leads are matched to the trades you registered. If you'd like to change the areas or trades you cover, contact us through Support (or the Support section of your dashboard) and we'll update your account.

Can I get exclusive leads?

Leads are shared with up to four contractors; we don't currently offer single-buyer exclusive leads.

Credits, top-ups & payment

How does paying for leads work?

You buy leads from a prepaid balance. 1 credit = £1. You top up your balance in advance, and each lead's price is debited from it when you buy. You can see all your top-ups, purchases and balance in your dashboard.

Do my credits expire?

No. Your balance — including any bonus credit — stays available to spend on leads for as long as your account is open and in good standing.

What are the top-up bonuses?

We may add bonus credit on larger top-ups. The bonus, where offered, is shown at the time of top-up before you pay.

Can I get my balance back as cash?

No. Your prepaid balance is for buying leads and is non-refundable to cash or card. Once topped up, the amount can only be used to buy leads. (This is separate from a faulty-lead refund — see below — which is credited back to your balance.)

Can I get an invoice or receipt?

Yes — a record of your top-ups and purchases is available in your dashboard. WaterTrust is not currently VAT registered, so top-ups do not include VAT and no VAT invoice is issued.

Refunds & faulty leads

When can I get a refund?

Refunds are considered only where a lead is faulty — specifically, where it doesn't contain enough valid information for you to contact the customer (for example an invalid phone number and email), or where it's a genuine duplicate of a lead you've already bought. Approved refunds are credited back to your balance, never paid as cash.

When won't I get a refund?

A lead isn't refundable just because you didn't win the work — for example if the customer chose another contractor, had already engaged someone, decided not to go ahead, or didn't respond after you made contact. Because each lead is sold to a limited number of contractors, these outcomes are a normal part of competing for work. Leads sold at a clearly reduced price are also non-refundable.

How do I report a faulty lead?

Open the lead in your dashboard and use the report option, choosing the reason. We'll review it — taking into account the lead itself and other contractors' experience of it — and let you know the outcome, with any refund added to your balance as credit.

Your account

How long does approval take?

We vet every contractor manually. We aim to review applications within a few working days. We'll email you once a decision is made.

How do I update my details, insurance or accreditation?

To protect the integrity of our vetting, business details, credentials and contact information are updated by us rather than edited directly. Send your changes through Support (or the Support section of your dashboard) and we'll update your account.

How do I stop (or restart) lead notification emails?

You can turn lead emails on or off at any time in your dashboard under your account settings.

About WaterTrust

How do I know your leads are genuine?

Customer enquiries are reviewed before they reach you, and you can report any lead that turns out to be faulty. We'd rather lose a lead sale than pass on a bad lead, because our marketplace only works if contractors trust it.

WaterTrust is registered at One Canada Square, Canary Wharf, London, E14 5AB.