Episode 2 Cowboys and Angels


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Episode 2

Series following tradesmen and looking at cowboy contractors. Tommy Walsh meets Sue, who was taken in by a door-knocking con man who took £12,000 of her savings.


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Transcript


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'When a crisis strikes your home...'

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-OPERATOR:

-How can I help?

-WOMAN:

-I've got a bit of an emergency.

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'..or you want major work done...'

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-Who do you trust?

-I feel so stupid.

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'..you need one of the good guys,

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'but you don't always get them.'

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Oh, my goodness!

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You don't ever think it's going to happen to you.

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We'll hear the stories of devastation and despair

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left behind when building work doesn't go to plan.

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I don't want to look at you. I end up in tears.

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'And we'll tell you how to avoid becoming a victim yourself.'

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You have always got the safety net of the building inspector.

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'But most tradesmen are there to help.

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'And we'll follow the response teams who are there for you 24 hours a day...'

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-It's a nightmare, innit?

-You just have to make sure you don't fall through the ceiling.

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-'..seven days a week.'

-I think we'll have to pull this out.

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It would have probably burnt the house down while they slept.

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From plumbers to roofers, electricians to locksmiths,

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we meet the men and women who help you out in your hour of need.

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Coming up -

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size matters -

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when plumber Dave tries to bail out a business with a drain disaster...

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I'm 18 stone, full of muscle. Ha-ha! Got to get through that.

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'..a desperate mum to help with the boiler breakdown...'

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There was no hot water. It looks completely dead.

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'..and a door knocking conman leaves behind a weighty problem

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with killer consequences.'

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I'm afraid this is a ticking time bomb, that's what it is.

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If someone knocks on your door and gives you a cheap price for a job

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that seems too good to be true, well, it probably is.

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In Britain, it's estimated cowboy builders cost homeowners £1.9 billion a year.

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In Birmingham, Sue Harris became part of that statistic

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when she and her husband decided

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to renew a retaining wall at the side of their detached house.

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They also wanted to replace the old uneven driveway.

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And it seemed a lucky coincidence that around the same time,

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a man claiming to be a civil engineer

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knocked on their door and suggested he do the work.

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He spoke to my husband and asked,

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were we interested in having the driveway done?

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Former social worker Sue and her husband Peter have full-time care

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of their four young grandchildren, two of whom are disabled.

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They wanted the repairs done, so the children and their friends could play safely.

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The driveway, erm, was made of two levels.

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It looked a bit like a rockery, erm,

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at the front and at the side there was, like, paving slabs.

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Erm, it was just a bit of an eyesore.

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There was structurally nothing wrong with it.

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We thought, "Let's get it all done onto one level,"

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and it would look much better.

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The knock on the door at their Birmingham home

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seemed like a ready-made answer to the family's problems.'

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He was working in somebody else's drive.

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He convinced us that he could do the job.

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He said that it wasn't too big for him. He'd done big project before.

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He claimed he was a civil engineer.

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He even gave the couple his business card to prove it.

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But I didn't check him out. Unfortunately.

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That turned out to be a costly mistake

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because the man who arrived on her doorstep was

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none of the things he claimed to be.

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And certainly wasn't qualified or even capable of doing the job.

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We trusted him. We took him on face value. It was a big mistake.

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What followed was a classic case of a dodgy conman on the make.

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As a result, Sue and her family are more than £12,000 out of pocket.

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Their home and garden are in danger of collapsing

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and their new wall is so unsafe,

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it's a real danger to people passing on the pavement outside.

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The warning signs make me want to weep. And Sue certainly has.

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I'm finding it very hard to cope with what's happened.

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It's just a constant worry. I'm not sleeping.

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I'm just worried that potentially I stand to lose the house.

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Erm, but more so that one of my family

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or somebody's going to get hurt.

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Erm, I just feel completely helpless.

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Sue had no experience dealing with building works

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and the dodgy door-knocker took full advantage.

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We gave him money upfront. I think it was about £3,000,

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so he could buy materials.

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When we later asked for a receipt,

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he said that if we wanted a receipt, it would cost us more money.

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So, our impression was that he was on a tax fiddle.

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Erm, but given he'd started to dig up the drive, we didn't

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feel in a position to say, "Well, you know, we're not going down this route."

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This is a really common mistake.

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If the builder asks for a cash deal and doesn't want to give you

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paperwork, you might think you're saving yourself money.

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But if things go wrong,

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a lack of receipts or paperwork will be a problem.

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Set out with your builder right from the start

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when and how you're going to pay your instalments.

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In this case, not only was Sue paying out money,

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she was also starting to worry about the quality of the work.

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He'd brought in some bricklayers to do the wall.

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They raised concern because he wanted a single wall

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and their view was that it was pointless

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cos it wouldn't be able to contain the weight of the garden.

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And the quote was originally £8,000.

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It ended up that we gave him £12,600.

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What makes this all the more upsetting is that the money

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they used was an inheritance from Sue's mum-in-law

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and a lump sum from her husband's pension.

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Against her better judgment, Sue let the work continue.

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And at first, it seemed fine.

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At the time, the drive did look good.

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But very quickly, within, probably eight weeks,

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we started to have concerns about it. But he assured us it was normal.

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It was just the ground settling.

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But we soon realised, you know, that there was

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something drastically wrong.

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It had been a bodge job from the very start.

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This crack here appeared first. This is quite deep.

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I can put my hand right down here.

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And underneath, I can find, like, a hole.

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Like an empty space underground. Erm, and it's...there's just nothing there.

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When the conman returned, claiming he would put things right,

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he wanted another £2,000.

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But this time, Sue told him no,

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because she didn't have any money left.

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We felt that, you know, his work should be guaranteed.

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And we didn't have any more money. He took every penny we had.

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'It's a heartbreaking story.

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'Later in the programme, I assess the state of Sue's wall

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'and try to give her some useful advice.'

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YOU need to pass this on to somebody else.

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So that YOU don't have to worry about it.

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Come on, we'll sort something out.

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If you run a business,

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a catastrophic plumbing emergency can threaten your livelihood.

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Plumber Dave Taylor is on his way to an urgent call-out

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from a business duo who can see their profits flooding out the door.

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It's Friday afternoon in London's trendy Soho.

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In less than two hour's time,

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the area will be packed with office workers and tourists,

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kicking off the weekend in the bars, pubs and clubs.

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But not in this one they won't!

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Unless Dave can save the day.

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The men's and women's toilets are blocked and overflowing with sewage.

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Owners Richard and Steve stand to make a loss of £5,000 if they can't open.

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And they can't open unless the toilets are functioning.

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Twice a year we have to lift up the covers...

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-Yeah, do it ourselves most of the time...

-..and ram it down...

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..but every so often, it needs professionals.

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And that's exactly what Dave is.

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And he understands the owners' sense of urgency.

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They need to get the bar open to take money.

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I really need to just get them open.

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Any major works after that, we can sort out.

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Dave heads directly to see the scene of the blockage.

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-We're going to have a quick look. Ah, you got the covers up?

-Yeah.

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Oh, OK, bruv.

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It's a real stinky mess. But before the even gets started,

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Dave's faced with a bit of a challenge.

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He needs to get to the drains through the access hatch.

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I'm 18 stone, full of muscle. Ha-ha! Got to get through that!

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How the hell am I going to do that?

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I'm going to get in there... I ain't getting in there.

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There's no way...

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But fair play, he has a good go!

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No way! God, no! HE LAUGHS

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-That's pretty poor access, isn't it?

-Send a small person!

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Dave needs to come up with an alternative approach pretty fast.

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I'm just going to try with some long rods to see if I can have

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a feel round, just using experience, see if I can feel something.

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If I can't, I'm going to have to get...some little fellow

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over here ASAP cos they're not getting open.

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Later in the programme - can Dave get the pub open in time,

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or will they need to swap him for a pint-sized plumber?

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We should have been open at four.

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We're just waiting now because there is nothing we can do.

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'The good guys won't leave a job until your problem's solved.

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'But the bad guys, they just care about your money in their pocket.

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'In Birmingham, Sue Harris paid over £12,000 to a chancer

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'who knocked on her door and offered to do her driveway.

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'I've come to have a look at the devastation this uncaring conman left behind.'

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-Hello, Sue, isn't it?

-Yeah, it is.

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I'm Tommy. I've come to look at your problem.

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'We're going straight out in the rain,

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'so Sue can show me the state of play.

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'The uneven cracked driveway is obvious.

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'And so is the state of the retaining wall.'

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Now, well, that doesn't look very healthy.

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I see there's some concrete posts there. What's that?

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When I complained to them that the wall was cracking

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and that the drive was cracking,

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they came and said that they were going to put in "godfathers".

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Godfathers, is it? Oh, is that one of his...

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-One of his civil engineering terms, is it?

-Yes.

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I said to him, "They look like fence posts to me."

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And he said, "No, no, they're godfathers and they'll support the wall."

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Yeah, he came with his father and his son.

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Firstly, they tried to tell me because there are trains

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running along the back, it was the vibrations.

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And I said to him, "Well, if that's the case,

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why has the existing wall not cracked or moved?"

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So, how did that impact on you and your family?

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-I mean, it must have been stressful.

-It's been really stressful.

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Erm, we've... We've given up work to look after the children.

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My husband's retired, so income is very low. I've got a five-year-old girl.

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She's got autism and she's got severe hypermobility,

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so she's unstable on her feet.

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And then we've got Bryn, he's two next month

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and he's got cerebral palsy.

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-HE SIGHS

-So, he obviously will need good access..

-Yes.

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..and stable ground to go over as he gets older.

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I think for my husband as well because the money we used was

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left by his mum, who died suddenly.

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-So, it was her legacy.

-Yeah. And I think he, you know,

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he feels quite upset and distressed.

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But it clearly can't be left like this. Something has to be done.

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So, let's go and have a look and see what we can...what we can do,

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what we can salvage. Don't worry. Come on.

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'So, who can you turn to if you find yourself in trouble, like Sue?

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'Well, the Citizens Advice Bureau is a good first call.

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'They can help you make a complaint

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'to Trading Standards in your area,

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'who could then investigate or even

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'prosecute your builder.

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'Some Trading Standards

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'offer a drop-in service,

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'so check what's on offer

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'where you live.

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'But their message is clear -

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'they're there to help.

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'And Sue really needs that help.

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'The workmanship on this wall is absolutely shocking.'

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Right... Hmm...

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Well, this doesn't look very good, Sue, I'm afraid to say.

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It's so much out of plumb, it's ridiculous.

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These markings here, my husband put on. This one is from June this year.

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-And that one in front?

-That was a couple of months previous to that.

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So, June, May, so that's April.

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So, in April, that's moved out of plumb just under two inches, 50 mil.

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But you've got all this, which is about four inches, which is

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-100 mil, that's moved out prior to April.

-Yes.

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'It's quite clear this wall is not wide enough or substantial

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enough for the amount of weight it's meant to support.

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'That's why it's bowed and rotated towards the pavement,

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'which means the foundations are not suitable.'

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They've built this on the edge of the old foundations for the old wall.

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So, if we take that, say, as the foundations,

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and the old wall's in the middle, then they've put another wall,

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this wall, outside of the old wall

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and they're loading on top of the old foundations.

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But the foundations aren't strong enough.

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So, all that weight is pushing on those foundations

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and rotating it all and that's why this is leaning over.

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This is an extremely dangerous structure

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because that's a good eight foot tall and that weighs many tonnes.

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And that could fall at any time. I'm afraid this is a ticking time bomb.

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'The posts is the builder referred to as "godfathers" are no solution.

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'And what's more, they aren't even on Sue's property.'

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The contractor has built this outside of your land - on the public highway.

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So, the local authority then, it's their responsibility

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to correct this and take the person who constructed it to task.

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'But ultimately, it is the homeowner's responsibility.

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'Sue's done the right thing and informed the council,

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'because if the wall collapses, anyone passing by could be injured or killed.

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'What really needed to happen before things got this far was for

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'Sue to have spoken to the local council's building control team.

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'It's important to liaise with them.

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'They will come and inspect your builder's work,

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'so you get an independent assessment of what's going on.

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'But there is some better news about the condition of Sue's driveway.'

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That can be cut back, stabilised, and then infilled

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and then that can be re-tarmacked, that section.

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So, you'd save three quarters of the drive.

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'But it's the wall that's worrying Sue. And quite rightly.'

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My fear is somebody's going to get injured.

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-If this falls on top of someone, they'll be killed.

-Yeah.

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I'm just scared.

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Don't be too downhearted because with your problems you've

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got with the two babies, you've got your hands full in there,

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so, really, YOU need to pass this on to somebody else,

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so that YOU don't have to worry about it.

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Come on, we'll sort something out.

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'My team has been in touch with Sue's supposed civil engineer

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'and asked for his side of the story.'

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'He did call us back but declined to comment on either

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'the state of the driveway or the wall.

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'Sue's resigned to the fact that she won't see her money again but says

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'she wanted to talk to us so others don't make the mistakes that she did.'

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The trouble for Sue is she knows she's made

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a mistake by falling victim to a doorstepper.

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And if she'd taken time to do a little bit more research, checked out his work,

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she might have been able to avoid this mess for her and her family.

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Sue's learned the hard way but make sure you don't.

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Be wary of hiring anyone who just knocks at your door.

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The rules say tradesmen must display and provide

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their full business name and contact details.

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They must give you proper paperwork, detailing total costs

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and the contract arrangements, including the duration,

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the right to cancel and any conditions.

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Tradesmen can be fined up to £5,000 for not adhering to the rules.

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But my advice is always the same.

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Whether they're door knockers

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or not, check them out.

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Go online, look at established

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review sites, look at other work

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they've done and talk directly

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to their previous clients.

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Do company checks and compare prices

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with other contractors.

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'It's 4.30, and back in London,

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plumber Dave Taylor is engaged in a battle to help Soho bar owner

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Stephen Richard open in time for the Friday night trade.

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If he can't unblock their facilities,

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they stand to lose £5,000 in takings.

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Steve watches anxiously

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while Dave tries to clear the blockage with rods.

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We can't open until it's done

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because we can't obviously have no toilets. So, we're...

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We should have been open at four.

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We're just waiting now because there's nothing we can do.

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It's an unpleasant job. The bathroom floors are swimming with waste.

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If Dave can't clear this, they'll all be up a certain kind of creek

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without a paddle.

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That, my son, is putrid.

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That is pure cack.

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Determined Dave is making some progress.

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Well, by luck and by chance, I've managed to lean through,

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drop this into that trap that I was telling you about and get it to drop.

0:18:140:18:18

But he's not particularly enjoying his job today.

0:18:180:18:22

That's vile.

0:18:220:18:24

And the trouble is, we're in a little area with no ventilation,

0:18:240:18:28

flooded with sewage.

0:18:280:18:31

So, by...

0:18:310:18:34

Thank the Lord, we managed to get that to drop!

0:18:340:18:38

So, if we're lucky and we have a bit of a clear-up for them,

0:18:380:18:41

we might be able to get the boys open in about half hour or so.

0:18:410:18:44

And then we'll have to come back and do a bigger job one morning. But...

0:18:440:18:48

for the moment, we might have a result. Lucky!

0:18:480:18:52

But there's still work to do.

0:18:520:18:55

Having dealt with proper number one, Dave moves on to number two.

0:18:550:18:59

It's cheap, recycled toilet paper,

0:18:590:19:02

which doesn't break down, it ends up clumping up like that.

0:19:020:19:05

So, what happens, that's a problem on its own, so now I've cleared the

0:19:050:19:09

front drain, that one's run away, I've still got this to deal with.

0:19:090:19:13

So, this is affecting this toilet back here.

0:19:130:19:15

But the only thing I can do here is, erm, go and get a black bag

0:19:150:19:20

and dig it out.

0:19:200:19:21

Dave's been a plumber for 15 years and nothing much fazes him.

0:19:210:19:26

This is a normal Friday afternoon, if I'm honest.

0:19:270:19:30

You get these ones come in when you think, you know, "Right,

0:19:300:19:32

"I'll just wind down now, ready for the weekend."

0:19:320:19:34

You get a call about three o'clock.

0:19:340:19:37

You know it's going to be something someone's either put off all week,

0:19:370:19:40

thinking it's going to get better, another company's been out

0:19:400:19:43

and can't resolve it or, like these poor fellows,

0:19:430:19:46

they've just been caught out at the wrong time.

0:19:460:19:48

He uses fresh water to flush through the drain as he clears it.

0:19:480:19:52

It's what it is. I don't tend to think about. I just get on with it.

0:19:540:19:59

It ain't everyone's cup of tea but most people are pleased to see you!

0:19:590:20:02

If you resolve it, most people really like you!

0:20:020:20:05

Well, rather you than me, mate! Clearing the clumps of paper

0:20:050:20:09

and pouring water through is bringing results.

0:20:090:20:12

I think it's probably a combination of the drains need a really good clean

0:20:120:20:16

and...the toilet paper's not breaking down properly.

0:20:160:20:21

But he's still not happy with how the drains are flowing.

0:20:210:20:25

Not running correctly. So, we'd need to come back here.

0:20:250:20:28

But if I can get them out of trouble for tonight

0:20:280:20:31

and over the weekend, I'll come back and see them, early part of next week.

0:20:310:20:35

Dave's pretty certain he knows what's caused the pub toilets difficulties.

0:20:350:20:39

Without getting too bogged down in the details,

0:20:390:20:42

it's to do with the toilet paper.

0:20:420:20:44

You know, someone will come in, they'll use...

0:20:440:20:47

that is not even a lot, really, but look at that.

0:20:470:20:51

That is exactly how it goes in the drain. That's it, look.

0:20:530:20:56

That's no good. That's probably what's caused half the problems here today.

0:20:560:21:01

It does that. And then the next lot comes along and it does that.

0:21:010:21:05

It seems the Victorian London drains have difficulty dealing with

0:21:050:21:10

today's modern loo roll.

0:21:100:21:11

You'd be amazed how much work we get just purely

0:21:120:21:15

because of cheap paper and the thick, quilted paper doesn't break down.

0:21:150:21:19

So, it comes into a drain that's tight like this,

0:21:190:21:21

and it will just sit there.

0:21:210:21:23

The answer is for the club to go for the more bog-standard stuff.

0:21:230:21:27

If I could give you a message, buy decent paper, spend a bit more,

0:21:270:21:32

I'd just use a good quality two-ply paper. Make life a bit easier.

0:21:320:21:37

Dave's pretty pleased he's sorted out the pub's issue with tissue.

0:21:370:21:42

-All right, buddy. Have a good one.

-Excellent, Cheers. Thank you.

-I wish you well. Thanks a lot.

0:21:420:21:46

He seems pretty pleased, so I'm pleased. Yeah, they're nice guys.

0:21:460:21:49

You got to help nice people, don't you?

0:21:490:21:52

And the owners are delighted they can open.

0:21:520:21:55

If he hadn't got here this quickly, we wouldn't be open now.

0:21:550:21:58

So, thankfully, we, you know, we haven't lost too much money tonight.

0:21:580:22:01

It's a good result all round,

0:22:020:22:05

particularly for the customers - all hoping for a night

0:22:050:22:08

on the tiles.

0:22:080:22:10

Last year, 20% of all UK homes experienced boiler problems.

0:22:190:22:24

And that keeps heating engineers like Lee Turton pretty busy.

0:22:240:22:28

Today, he's on his way to see a mum who needs her heating

0:22:280:22:31

fixed as a matter of urgency.

0:22:310:22:34

Kirsty Hood is at home in Glossop, Derbyshire,

0:22:340:22:38

looking after her three-year-old, Elijah, who has chickenpox.

0:22:380:22:41

He needs to stay warm

0:22:410:22:43

and have lukewarm baths to stop the spots itching.

0:22:430:22:46

But at the moment, all that's available is freezing cold water.

0:22:460:22:50

She's been without heating and hot water for two days

0:22:500:22:53

and she's desperate for Lee to fix the problem.

0:22:530:22:56

-Hiya, Gas Care.

-Hi there, come on in. Thanks.

0:22:580:23:01

Kirsty also has a six-year-old and a busy husband.

0:23:010:23:05

So, it was literally cold washes in the morning

0:23:050:23:08

before everybody had to get off in the morning.

0:23:080:23:10

The family aren't keen to repeat the experience,

0:23:100:23:14

so Lee needs to get to work.

0:23:140:23:15

-So, what's the problem you've been having?

-Erm, well, yeah...

0:23:150:23:18

Yesterday morning when we got up to kind of get the kids dressed

0:23:180:23:21

for school and showered and all that, that we...there was no hot water.

0:23:210:23:25

During the day, my husband had a look at it and there's no pilot light on.

0:23:250:23:29

-It looks completely dead.

-Right, OK.

-So, we've still...

0:23:290:23:32

We've not had any hot water still for, erm, yesterday,

0:23:320:23:35

-and obviously today as well.

-OK, no probs.

0:23:350:23:37

Lee quickly examines the boiler.

0:23:370:23:41

Whereabouts is your programmer for the boiler, you know,

0:23:410:23:43

to turn your heating and hot water on?

0:23:430:23:45

-Oh, that's upstairs in the airing cupboard.

-Upstairs. Right, can I get to that?

-Yeah, no problem.

0:23:450:23:49

-OK, thanks.

-It's in the corner.

0:23:540:23:57

And your room thermostat. Have you got one of those in the hallway?

0:23:580:24:01

Erm, yes, it is down in the hallway downstairs, yeah.

0:24:010:24:04

I'll just have a quick look at that.

0:24:040:24:05

He turns the room thermostat up, as well as the one on the boiler -

0:24:050:24:09

and the heating starts up.

0:24:090:24:11

It's fired up, so it's working.

0:24:110:24:13

Although the heating has come on,

0:24:130:24:16

it definitely doesn't sound right to Lee.

0:24:160:24:19

The fan's very noisy.

0:24:190:24:21

And it looks like it's been sprayed with a lubricant in the past,

0:24:210:24:24

to keep it going.

0:24:240:24:26

So, I'm thinking that maybe at some point this is sticking

0:24:260:24:28

and that's why the boiler might not be firing up.

0:24:280:24:31

But it has fired at the moment.

0:24:310:24:33

He explains the situation to Kirsty.

0:24:330:24:36

When I first arrived, the thermostat was turned down to zero,

0:24:360:24:40

so I'm presuming because your husband's been trying

0:24:400:24:42

-to get it working, he's turned it up and down.

-Yeah.

0:24:420:24:44

-Basically, I've turned all the external controls on.

-Yeah.

0:24:440:24:47

-I've turned the thermostat up.

-Right, that's fine.

0:24:470:24:51

-It is firing up.

-Oh, OK.

0:24:510:24:54

Boiler repairs can be quite pricey, often between £300 and £500 -

0:24:540:24:59

and aren't normally covered by home insurance.

0:24:590:25:02

Make sure yours is serviced annually by a registered engineer

0:25:020:25:05

and keep the area

0:25:050:25:06

around the boiler clean.

0:25:060:25:08

Plus, don't overheat your home.

0:25:080:25:11

Now the system has started again,

0:25:110:25:13

the family will be able to keep warm.

0:25:130:25:15

But there's no guarantee it will keep going

0:25:150:25:17

and they can't risk another breakdown.

0:25:170:25:20

I think the next course of action would be to order a new fan.

0:25:200:25:24

It is working in the meantime and hopefully it'll keep going

0:25:240:25:27

until we can get that ordered for you.

0:25:270:25:29

But I think that's the next step.

0:25:290:25:31

Lee gets straight on the phone to order what's needed.

0:25:310:25:34

Hiya, mate, it's Lee.

0:25:340:25:36

The cost to supply and fit a new fan for a standard

0:25:360:25:39

combi-gas boiler is between £200 and £300.

0:25:390:25:42

So, I'll have that for tomorrow, yeah?

0:25:420:25:45

-'Yeah.'

-OK, thanks, mate.

0:25:450:25:48

-'See you later, Lee.'

-See you now. Bye.

-'Bye.'

0:25:480:25:50

It's good news. There's a suitable part in stock.

0:25:500:25:53

It'll be here tomorrow. So, as soon as it arrives at the office,

0:25:530:25:56

-we'll give you a call and come and fit it for you.

-That's fine.

0:25:560:25:59

-OK?

-That's perfect. Thank you very much.

0:25:590:26:01

Hopefully the fan will keep going until the new one can be fitted.

0:26:010:26:04

And little Elijah will be able to have a bath and stay toasty.

0:26:040:26:08

It's a bit of a relief, obviously, for kind of bath time,

0:26:080:26:11

for the boys tonight, cos obviously with Elijah's chickenpox,

0:26:110:26:13

we want to make sure we can bathe him

0:26:130:26:16

to make sure the spots keep clean and are not getting infected.

0:26:160:26:19

So, he has been able to get it to a state where we're OK operating.

0:26:190:26:23

We've got water again now.

0:26:230:26:25

Hot water again, so until the part arrives, that we've got it

0:26:250:26:28

ticking over, so we're not in a desperate state at this stage.

0:26:280:26:32

-Thank you!

-See you now.

0:26:320:26:33

Lee plans to return

0:26:330:26:34

and make sure the heating's working for Kirsty and her family.

0:26:340:26:38

Top and bottom of it is the fan needs replacing anyway, erm,

0:26:380:26:42

because of the noise coming from it.

0:26:420:26:44

And eventually it will pack up again,

0:26:440:26:45

so we've ordered the fan and we'll come back tomorrow and replace it.

0:26:450:26:49

It's a good result for Kirsty and little Elijah.

0:26:490:26:52

Have you got all your pieces?

0:26:520:26:54

And these are the telltale signs that your boiler might need attention.

0:26:540:26:58

The radiators don't get as hot as they should.

0:26:590:27:02

It takes a long time to get hot water from the taps.

0:27:020:27:05

Or you hear strange banging noises

0:27:050:27:07

from your pipes or boiler.

0:27:070:27:08

But remember, call the professionals

0:27:080:27:12

and make sure they are on

0:27:120:27:13

the Gas Safe Register.

0:27:130:27:15

There's good news for Sue from Birmingham City Council.

0:27:200:27:24

They're taking her case really seriously

0:27:240:27:26

and have tried to track down her builder.

0:27:260:27:28

They told us...

0:27:290:27:31

They say...

0:27:430:27:44

But the council say they ARE determined to support Sue and her family.

0:28:000:28:03

They told us...

0:28:030:28:04

It's good to know that Sue's not now left to deal with this nightmare on her own.

0:28:140:28:18

Tommy Walsh meets Sue, who was taken in by a door-knocking con man who took £12,000 of her savings and left her with an unsafe and potentially fatal garden wall.

A pub needs bailing out when their toilets block, leaving smelly sewage spilling out across the floor. Can plumber Dave get the job done before opening time?