As a former employee of Checkatrade, I feel compelled to share my experiences and shed light on the troubling practices that have come to define the company. I spent two years in the membership advice team before transitioning to the reviews team for my final year. When I first joined Checkatrade three years ago, it was a company that valued its mission and treated its staff and members with respect. However, this has drastically changed, and I hope my account will provide a clear picture of what is happening behind the scenes. The Transformation of Checkatrade When I started at Checkatrade, the atmosphere was vibrant and the employees were passionate about the company's mission to eliminate rogue traders. The team was dedicated, with many staff members having served the company for over a decade. However, over the past three years, poor management and a lack of faith in the leadership have eroded this once-positive environment. By the time I left, only two people in the main membership advice team had been there longer than me. Shift in Company Priorities Checkatrade's original goal of eliminating rogue traders has been overshadowed by a relentless pursuit of profit. The long-term strategy to become an end-to-end marketplace has not garnered support from ground-level staff, leading to high turnover rates. The appointment of the new CEO, Jambu Palaniappan, a former Uber executive, has only exacerbated these issues. The influx of Uber alumni into the leadership team raises concerns, given Uber's controversial history during Palaniappan’s tenure (seriously, google it). Troubling Practices with Members Sales Over Service The membership advice team is under pressure to sell additional products rather than fix existing issues. They are given sales targets under the guise of "sales through service," which is fundamentally wrong. Members experiencing account issues should receive proper support instead of being targeted for more sales. Unjust Financial Practices In cases where system errors have led to overcharging members, refunds are only issued if the member complains. I encountered a situation where a member was overcharged by over £2000 due to an account closure error. Although I arranged for a refund, my decision was questioned, and I was told the member should not have been refunded. Favoritism Towards National Accounts Big national accounts receive preferential treatment because they generate substantial revenue. For example, one large company was allowed to remain on the platform despite multiple refunds to customers due to uncompleted jobs. Small businesses would have been removed for similar infractions. Moreover, some national accounts subcontract work to trades that are not vetted by Checkatrade, undermining the company’s foundational principles. Handling of Negative Reviews National accounts can exert undue influence over Checkatrade. In one instance, a major account threatened to withdraw their substantial monthly payment if a negative review was not removed. Despite proof from the customer validating the review, the company remains a member of Checkatrade, underscoring the company's susceptibility to financial pressure. Unfair Contract Policies Tradespeople wishing to cancel their accounts due to illness, even terminal illnesses, are still required to fulfill their contract payments. Conversely, trades removed for misconduct are not pursued for the remaining contract payments, creating an unfair disparity. Declining Standards The number of checks on trades has significantly decreased, with most now being automated. This has led to instances where trades with serious criminal records pass the vetting process, exposing customers to potential harm. The Checkatrade Guarantee, which is meant to protect consumers, often results in trades being unfairly penalized due to biased independent reports. Customer Experience Checkatrade positions itself as more than just a reviews-based advertising platform, but in reality, it lacks the power to enforce meaningful resolutions between trades and customers. The company’s influence is limited, and when trades refuse to cooperate, there is little that can be done to address consumer complaints. Staff Treatment Deteriorating Work Conditions Staff are treated as mere numbers rather than valued employees. The company abruptly ended its hybrid working policy, reducing it to one day of remote work per week. Despite a grace period, only a few staff appeals were successful. The rationale given was to foster team cohesion, yet it was poorly received by employees who had structured their lives around the previous policy. The introduction of trivial perks like sweets, free lunch once a week, and monthly drinks failed to compensate for this drastic change. High Turnover and Recruitment Issues Despite claims on Glassdoor, Checkatrade is experiencing high staff turnover. A recruitment freeze is in place, and any new hires are primarily for the South Africa office, exacerbating the workload for existing UK staff. Morale and Management Issues Office morale is at an all-time low, with micromanagement creating a stifling work environment. Staff are reprimanded for minor infractions, such as logging in seconds late or taking slightly longer breaks. In the membership advice team, employees are even required to raise their hands for assistance, reminiscent of a school setting. Overwork and Lack of Compensation The removal of overtime pay has made it difficult for teams to catch up on backlogs. At one point, the reviews team was nearly 20 days behind, and staff were asked to work overtime for free. Additionally, the traditional summer party, once an inclusive event, saw staff working in shifts and being prohibited from drinking alcohol until after the event had ended. Inadequate Systems The systems used by Checkatrade are outdated and prone to frequent breakdowns. The disjointed nature of these systems leads to numerous mistakes, further complicating the work process. The sudden redundancy of the national account team and the unprepared transfer of their duties to the membership advice team without proper training are indicative of poor planning and management. Conclusion This account only scratches the surface of the numerous issues plaguing Checkatrade. My experiences, along with many more stories shared by colleagues, paint a bleak picture of a company that has lost its way. The shift from a mission-driven organization to one driven by profit at the expense of integrity and employee well-being is deeply concerning. I hope this detailed account provides insight into the real state of affairs at Checkatrade.