The customer didn't give me access. What do I do?

Document it carefully: Take a timestamped photo of the property exterior (so it's clearly the right address); message the customer through Get Trady asking them to confirm access; and wait at least 15 minutes past the agreed start time before marking it a customer no-show in the Get Trady interface. Once you mark it a no-show, the customer is charged a £45 no-show fee: £10 to Get Trady, £35 to you. If they dispute the no-show, it's reviewed against your timestamped evidence.