0:00:04 > 0:00:10You know, we shell out over one billion pounds on bad building work every year.
0:00:10 > 0:00:13There was dry rot, wet rot and rising damp.
0:00:13 > 0:00:16It's not just the trail of destruction they leave behind
0:00:16 > 0:00:21with their dodgy workmanship, it's the mess they make of people's lives.
0:00:21 > 0:00:23For three years
0:00:23 > 0:00:25my life's been a wreck.
0:00:25 > 0:00:30I'm fed up to the back teeth of seeing what these so-called builders
0:00:30 > 0:00:32do to hard-working, honest people.
0:00:32 > 0:00:35I'm here to right some wrongs.
0:00:35 > 0:00:38SHE CRIES
0:00:38 > 0:00:44If you stick with me, I'll show you how to spot the bad guys and avoid falling into the Cowboy Trap.
0:00:54 > 0:00:59Today on Cowboy Trap, we're in Glasgow, where the Allisons discovered their brand new flat
0:00:59 > 0:01:02was not only riddled with dry rot, but their building developers
0:01:02 > 0:01:07caused as much heartache as the builders they employed.
0:01:07 > 0:01:13I was ready to have a nervous breakdown to begin with because the thought of it was just so horrendous.
0:01:13 > 0:01:16And in Barking, Essex, Lucille Bowden had always dreamed of
0:01:16 > 0:01:22a country kitchen, only to be led up the garden path by a cowboy builder.
0:01:22 > 0:01:27You just feel so angry. You think, "How am I going to get through this mess?"
0:01:27 > 0:01:33The chaos and upset inflicted by cowboy builders sometimes takes my breath away.
0:01:35 > 0:01:37Cowboy builders couldn't give a monkeys
0:01:37 > 0:01:39about the lives they are disrupting.
0:01:39 > 0:01:42To them, you're just a cash cow, pure and simple.
0:01:42 > 0:01:44And that drives me crazy.
0:01:44 > 0:01:48I've spent over 20 years in and around the building trade
0:01:48 > 0:01:53and I've got loads of insider knowledge on the industry and I would like to pass on
0:01:53 > 0:01:58the benefits of my experience so that you can spot the bad guys out there.
0:02:00 > 0:02:06Joyce and Arthur Allison sold their family home and bought their dream retirement apartment
0:02:06 > 0:02:09in Glasgow's highly desirable West End.
0:02:09 > 0:02:13But little did they know, the problems that were hidden under the floors.
0:02:15 > 0:02:19They plan to spend their retirement in this refurbished, two-floor maisonette,
0:02:19 > 0:02:22which cost over £500,000.
0:02:22 > 0:02:27When they bought the apartment, they were initially delighted with their purchase
0:02:27 > 0:02:32and being newly refurbished, the Allisons assumed all would be fine.
0:02:32 > 0:02:36That couldn't have been further from the truth.
0:02:36 > 0:02:38The developers bought the property,
0:02:38 > 0:02:45stripped the building out completely and built these nice, three apartments in the building.
0:02:45 > 0:02:48So we thought we would have trouble-free living
0:02:48 > 0:02:50for the rest of our lives.
0:02:50 > 0:02:54And then to our horror, we noticed a crack
0:02:54 > 0:02:58in one of the skirting boards, which led to a discovery of
0:02:58 > 0:03:04huge dry rot problems underneath the house with serious repercussions.
0:03:04 > 0:03:07The floors of two of the bedrooms,
0:03:07 > 0:03:11two of the bathrooms and the hall had to be totally replaced.
0:03:11 > 0:03:17We got an independent surveyor to estimate exactly the work that was required
0:03:17 > 0:03:20and the total cost will be around £30,000.
0:03:24 > 0:03:28Naturally, we couldn't stay in the property, so we had to move out.
0:03:28 > 0:03:30This is a bit of a disaster.
0:03:30 > 0:03:35We had put all of our money into our house and we have money to live on
0:03:35 > 0:03:39and that money is certainly not going to grow now that we are both retired.
0:03:41 > 0:03:45The basement floor of the Allison's apartment was riddled with dry rot
0:03:45 > 0:03:52because a damp-proof membrane had never been laid. Always recommended, especially in an older building.
0:03:52 > 0:03:56They couldn't claim on their insurance and were about to
0:03:56 > 0:04:01sue the property developer, only to discover he had already dissolved the company.
0:04:05 > 0:04:08You'd think that spending over half a million pounds
0:04:08 > 0:04:12on a newly refurnished property would give you peace of mind,
0:04:12 > 0:04:14but not so for the Allisons.
0:04:14 > 0:04:19To date, Joyce and Arthur have had to shell out at least £20,000 on remedial work.
0:04:19 > 0:04:24It has cost a further £10,000 to rent another flat.
0:04:24 > 0:04:29This all adds up to £30,000 before they can move back in.
0:04:29 > 0:04:34£30,000 for ripped up floors, dust, dirt, dry rot
0:04:34 > 0:04:40and huge disruption to their lives. And all that money is coming straight from their retirement fund.
0:04:40 > 0:04:43Just how did the Allisons end up in this mess?
0:04:43 > 0:04:47We saw it on the Friday morning, talked about it over lunch and came back
0:04:47 > 0:04:50on the Friday and decided that we would go for it
0:04:50 > 0:04:53and had it signed and sealed at the end of Friday.
0:04:53 > 0:04:58The chap who sold us the house had told us he had originally intended to live in the house himself.
0:04:59 > 0:05:02Buy in haste, repent at leisure.
0:05:02 > 0:05:04Never rush into buying anything,
0:05:04 > 0:05:05especially something
0:05:05 > 0:05:07as expensive as property.
0:05:07 > 0:05:09Don't be pressured into a sale
0:05:09 > 0:05:11by fear of losing it.
0:05:11 > 0:05:16This property developer doesn't seem to have inspected his builder's handy work at all.
0:05:16 > 0:05:21For £500,000, one would expect a tad more attention to detail.
0:05:21 > 0:05:25I want to see the Allison's property for myself.
0:05:25 > 0:05:29I have decided to pay a visit and take a look at the evidence first-hand.
0:05:29 > 0:05:32Hi, Arthur. I'm Clive Holland.
0:05:32 > 0:05:35- I hear you've had one or two problems.- Please come in.
0:05:35 > 0:05:38Remedial works for the dry rot have been going on for months.
0:05:38 > 0:05:42Arthur takes me directly to where it all started.
0:05:42 > 0:05:45..three bedrooms and three bathrooms down here.
0:05:45 > 0:05:52This is the main bedroom and it's got an en suite bathroom and a dressing room.
0:05:52 > 0:05:57It's the dressing room which has become the focus of our lives for the last four months.
0:05:57 > 0:06:02Because four months ago, we noticed a crack in the skirting board just down here
0:06:02 > 0:06:06which turned out to be the first symptom of dry rot.
0:06:06 > 0:06:10The first thing that I did was to cut up the floor boards
0:06:10 > 0:06:14in the dressing room and there I saw the most horrible dry rot.
0:06:14 > 0:06:18It was horrible because of these long white tenderings they send out.
0:06:18 > 0:06:20There is no membrane at all?
0:06:20 > 0:06:24There was no membrane at all. That's when we knew we had the trouble.
0:06:24 > 0:06:28Their dressing room is a building site. That's what we need to tackle.
0:06:28 > 0:06:32While their remedial work is taking place, the Allisons
0:06:32 > 0:06:36have been stuck with cluttered rooms and possessions stacked everywhere.
0:06:36 > 0:06:41They need a clean and tidy place to keep their clothes. And that's what we'll give them.
0:06:44 > 0:06:48Before our team gets started, we wanted an independent opinion,
0:06:48 > 0:06:53so we invited building surveyor Danny Farren to assess what was wrong.
0:06:53 > 0:06:59The main defects that I noted was the lack of a damp-proof membrane
0:06:59 > 0:07:00in the property.
0:07:00 > 0:07:03That's a visqueen cover that prevents moisture coming from
0:07:03 > 0:07:06the original solum into the new building.
0:07:06 > 0:07:12So, if you were thinking about a mark out of ten for the original guys, what would you give them?
0:07:12 > 0:07:16It would be a very low mark of zero or one.
0:07:16 > 0:07:18Right, I've heard enough!
0:07:18 > 0:07:20It's time to send the boys in.
0:07:26 > 0:07:31Well, whether it's zero or one, I'm not surprised.
0:07:31 > 0:07:34This couple bought a beautiful property from the outside.
0:07:34 > 0:07:37But on the inside, it had lots of hidden problems.
0:07:37 > 0:07:42Their situation has been quite demoralising.
0:07:42 > 0:07:46I just don't want to live here any more. I want to move.
0:07:49 > 0:07:54Our second story takes place in Barking, Essex, where one woman had
0:07:54 > 0:07:59her hopes for a new kitchen dashed, all thanks to a cowboy builder.
0:07:59 > 0:08:02You just feel so angry.
0:08:02 > 0:08:05You think, how am I going to get through this mess?
0:08:08 > 0:08:10Meet Lucille Bowden,
0:08:10 > 0:08:15Mum of two grown-up sons. She lives with her partner in this two-up, two-down terraced house.
0:08:15 > 0:08:19What she wanted was a simple single-storey extension
0:08:19 > 0:08:22to accommodate her dream country kitchen.
0:08:22 > 0:08:26What she didn't bank on was a builder who'd ruin her dreams.
0:08:28 > 0:08:32There was something missing in our life and that was a kitchen.
0:08:32 > 0:08:37A dining room table to sit at and communicate round as a family.
0:08:37 > 0:08:42Lucille's builder came recommended by a friend and they agreed a cash payment schedule.
0:08:42 > 0:08:46Though a contract was never to be seen.
0:08:47 > 0:08:53It started fine. He asked for money. We handed over the money.
0:08:53 > 0:08:57He wouldn't accept cheques. He only accepted cash.
0:08:57 > 0:09:00I asked him where my contract was.
0:09:00 > 0:09:04Basically, he said he hasn't had time to pick the paperwork up.
0:09:04 > 0:09:07And no contract ever appeared.
0:09:07 > 0:09:13In good faith, she kept making her cash payments. But the work never got finished.
0:09:13 > 0:09:17Basically we was left with a shell...
0:09:19 > 0:09:24..with half the roof done incorrectly. No flooring.
0:09:24 > 0:09:31No plumbing. No electrics. If you can just imagine an empty match box, that's what I was left with.
0:09:31 > 0:09:3312 weeks' work became 16.
0:09:33 > 0:09:39At that point, he left them with not much more than a shell.
0:09:39 > 0:09:44Appalling brick work, no utilities and foundations that were shaky at best.
0:09:44 > 0:09:50To top all that, he took their entire £16,000 budget - a loan from the bank.
0:09:50 > 0:09:56They then had to re-mortgage to get the extra £20,000 for the remedial work,
0:09:56 > 0:10:00leaving them with a whooping £36,000 debt.
0:10:00 > 0:10:05I'd like to have a word with this builder and ask him what went on.
0:10:05 > 0:10:09Like all unfortunate householders who get caught up in the cowboy trap,
0:10:09 > 0:10:14Lucille make mistakes like paying cash and not getting that all-important contract.
0:10:14 > 0:10:18What I want to know is, why she agreed to those terms?
0:10:18 > 0:10:22It's time to look at the evidence first-hand.
0:10:22 > 0:10:26So, on my guided tour of her home, it's straight to the kitchen.
0:10:26 > 0:10:29- It looks quite nice. - As good as that(!)
0:10:29 > 0:10:34I can't really tell that a cowboy builder's been in.
0:10:34 > 0:10:37So you must have done a lot of remedial work?
0:10:37 > 0:10:41Definitely. It cost us another £20,000. Would you believe that?
0:10:41 > 0:10:46- Wow.- But even though it's like this, there's still no tiles on the floor.
0:10:46 > 0:10:51Lucille's worked hard to put right the shoddy workmanship her builder left behind.
0:10:51 > 0:10:55She's had the electrics fixed and a new window installed in the roof.
0:10:55 > 0:11:00She's fitted some traditional country-style kitchen units and sorted out the plumbing.
0:11:00 > 0:11:04All might look finished, but there are still some major jobs to tackle here,
0:11:04 > 0:11:08like that rough concrete floor and those bare walls.
0:11:08 > 0:11:12Do that and her dream kitchen will be complete.
0:11:12 > 0:11:17I'm going to get our boys cracking so we can start to see a big grin come back on your face.
0:11:17 > 0:11:20- Lovely, thank you very much. - It's a pleasure.
0:11:20 > 0:11:23And I've just spotted an added extra.
0:11:23 > 0:11:26Lucille has told us she'd always wanted some old country beams
0:11:26 > 0:11:29to give her kitchen that rustic look.
0:11:32 > 0:11:35We began to treat the builder as one of the family.
0:11:35 > 0:11:39And when we think he even used to bring his daughter here and
0:11:39 > 0:11:45she used to sit in my house, watching my telly and eating my food...
0:11:45 > 0:11:51It pulls your insides out to think how somebody can do this to someone.
0:11:51 > 0:11:52It's not right.
0:11:52 > 0:11:54A good builder will always
0:11:54 > 0:11:56respect your home
0:11:56 > 0:11:58and keep the work area tidy
0:11:58 > 0:11:59at all times.
0:11:59 > 0:12:00Always agree
0:12:00 > 0:12:02a written payment schedule
0:12:02 > 0:12:04based on the works completed
0:12:04 > 0:12:06and include it in your contract.
0:12:06 > 0:12:12With £36,000 worth of debt, Lucille can't afford to put the finishing touches
0:12:12 > 0:12:14to the kitchen she'd always wanted.
0:12:14 > 0:12:20We can fix the bricks and mortar for this house-proud mum, but other scars have still not healed.
0:12:20 > 0:12:27I have my table and chairs, my kitchen units and even though the extension is liveable,
0:12:27 > 0:12:32I have not felt up to socialising one bit.
0:12:34 > 0:12:39I still cannot believe that some three years on from starting her dream kitchen,
0:12:39 > 0:12:45Lucille doesn't feel comfortable still about inviting friends and family round to her home.
0:12:45 > 0:12:49I know our guys can't wait to get stuck in to finish off that kitchen.
0:12:49 > 0:12:53Hopefully, fingers crossed, we might even get a dinner invitation.
0:12:57 > 0:13:01Our guys have got their work cut out. Better get cracking.
0:13:01 > 0:13:07First up, that ugly concrete floor which needs sealing before laying the tiles.
0:13:07 > 0:13:13At the same time, preparing the unfinished walls for the splashback around the cooking area.
0:13:13 > 0:13:20Lucille's dreams of a family kitchen turned into a three-year nightmare of epic proportions.
0:13:20 > 0:13:24Coming up - will Lucille manage to get an explanation
0:13:24 > 0:13:27of why her builder treated her in this way?
0:13:29 > 0:13:34Back in Glasgow, our team have started work on the Allison's apartment.
0:13:34 > 0:13:39For £500,000, Joyce and Arthur bought what they thought would be their dream retirement home.
0:13:39 > 0:13:45But lurking under the floor boards was a nightmare waiting to happen - dry rot.
0:13:45 > 0:13:50When they bought their three-bedroomed maisonette, little did they know
0:13:50 > 0:13:54that a damp-proof membrane had not been put in and within a couple of years,
0:13:54 > 0:13:57the Allison's new home was rotting from the ground up.
0:13:58 > 0:14:00We were faced with a complete demolition
0:14:00 > 0:14:03of the basement room of our house.
0:14:03 > 0:14:09Including rental costs, the Allisons estimate it has cost them £30,000 to remedy the rot problem.
0:14:09 > 0:14:16At the moment, they can't move back into their own apartment until it's sorted out.
0:14:16 > 0:14:20The whole sorry story began when they found a mark on their skirting board.
0:14:20 > 0:14:25When Joyce tried to wipe it away, her finger went straight through the rotting wood.
0:14:25 > 0:14:30They brought in a dry rot consultant to advise them what to do.
0:14:30 > 0:14:32He confirmed their worst fears.
0:14:32 > 0:14:35No damp proof membrane and loads of dry rot.
0:14:38 > 0:14:41And just look at what happened to their dream retirement home!
0:14:45 > 0:14:47It's no wonder they had to move out.
0:14:49 > 0:14:55After four months, I retain a sense of anger at the developers for their carelessness.
0:14:55 > 0:14:59Even at the authorities for their lack of control.
0:14:59 > 0:15:04Sadly, not even a survey might have spotted the problem.
0:15:04 > 0:15:07Unless the surveyor had picked up visible evidence
0:15:07 > 0:15:10that there might be a problem underneath the floor,
0:15:10 > 0:15:12then he would have seen no reason to look under it.
0:15:12 > 0:15:16I think he would not be able to pick up the problem at that stage.
0:15:16 > 0:15:19A specialist company is tackling the dry rot problem.
0:15:19 > 0:15:23But our guys are getting to grips with transforming the dressing room,
0:15:23 > 0:15:26the place where Joyce first spotted the trouble.
0:15:28 > 0:15:32While they crack on, I want to find out if the property developer was willing
0:15:32 > 0:15:36to accept responsibility for any of this mess.
0:15:36 > 0:15:40Give us some detail on what happened when you contacted the developer.
0:15:40 > 0:15:46The only response that ever came back was a letter from the developer's solicitor, saying,
0:15:46 > 0:15:50"The company to which you refer has been dissolved and there is no claim against it."
0:15:50 > 0:15:57So it was a complete brush-off, that's the only communication that has ever come from the developer.
0:15:57 > 0:16:01What were your feelings at this time with regard to the developer themselves?
0:16:01 > 0:16:05I don't think that's repeatable, actually.
0:16:05 > 0:16:09The most annoying thing is it would not have cost them very much.
0:16:09 > 0:16:10It has cost us a lot
0:16:10 > 0:16:14because we don't get insurance on it. We have to pay for it.
0:16:14 > 0:16:18But it would not have cost him very much to have rectified the situation
0:16:18 > 0:16:22had he done it at the time when the property was being renovated.
0:16:22 > 0:16:26From an emotional aspect, what was that like?
0:16:26 > 0:16:31I just wonder how it's ever going to be back to a state in which we can live again.
0:16:31 > 0:16:38It's filthy and I just don't want to live here any more. I want to move.
0:16:38 > 0:16:40That may happen, but we will have to wait and see.
0:16:40 > 0:16:44It really has ruined the property as far as we're concerned.
0:16:44 > 0:16:48I don't think I'll ever feel comfortable in it again.
0:16:48 > 0:16:51I have nothing but sympathy for Joyce and Arthur.
0:16:51 > 0:16:55It could be some time before their apartment is fully habitable again.
0:16:57 > 0:17:02Take these tips from me, and you might avoid the headaches they've had.
0:17:02 > 0:17:05Preparation is key to protecting yourself.
0:17:05 > 0:17:08Official websites can be full of information.
0:17:08 > 0:17:09And make sure your builder
0:17:09 > 0:17:12hasn't had any county court judgments against him
0:17:12 > 0:17:14or persistent complaints to Trading Standards
0:17:14 > 0:17:20or even gone into insolvency, only to trade again some time later.
0:17:22 > 0:17:26Joyce and Arthur bought a property that was beautiful on the outside,
0:17:26 > 0:17:29but literally rotting away on the inside.
0:17:29 > 0:17:35If you suspect that you might have a similar problem with your own property, take a look at this.
0:17:35 > 0:17:38When the Allisons discovered the on-set of dry rot, they decided
0:17:38 > 0:17:42to call in the specialist and he invented these babies,
0:17:42 > 0:17:43dry rot sensors.
0:17:43 > 0:17:47All you have to do with these is, bore a hole into any timber
0:17:47 > 0:17:49that you are unsure about, maybe you have dry rot in -
0:17:49 > 0:17:54seven mm hole - and then drop one of the sensors in and leave it for a couple of weeks.
0:17:54 > 0:17:57It's coated with a re-agent and that will react to the fungi
0:17:57 > 0:18:00that's actually growing in the timber, if there is any.
0:18:00 > 0:18:06All you have to do then is withdraw it out and find out if you have got dry rot.
0:18:06 > 0:18:09It can happen where the dry rot is in a couple of places
0:18:09 > 0:18:13down the depth of the timber or just on the tip and they're great ways of monitoring as well.
0:18:13 > 0:18:16Do you know what? They'll even work in brick work.
0:18:18 > 0:18:21Now they're both retired, the money the Allisons have spent
0:18:21 > 0:18:25on remedial works is coming out of their savings.
0:18:25 > 0:18:31Their insurance wouldn't cover them and they were advised to sue the property developer.
0:18:31 > 0:18:35But the developer had dissolved the limited company that built
0:18:35 > 0:18:38the apartments, making it very difficult to pursue him legally.
0:18:38 > 0:18:44It's time for us to contact him and ask a few hard questions.
0:18:44 > 0:18:48What if I was to say you've got the opportunity to give him a call?
0:18:48 > 0:18:54It's a chance for either you to make that phone call or I will make it on your behalf.
0:18:54 > 0:18:59- I'm going to give you that opportunity.- Well, I'll certainly take that opportunity.
0:18:59 > 0:19:03OK. Give it a try. Let's find out what he's got to say for himself.
0:19:04 > 0:19:07OK, good to speak to you again.
0:19:07 > 0:19:12The answer of course is no, we're not very well.
0:19:12 > 0:19:16We're at the end of a four-month...
0:19:16 > 0:19:19problem with the basement.
0:19:19 > 0:19:21I think perhaps you knew about it.
0:19:21 > 0:19:24The quality of workmanship underneath the floor was very bad.
0:19:24 > 0:19:27Did you know that? But you were responsible.
0:19:27 > 0:19:29Your company was responsible.
0:19:29 > 0:19:32I know the company was dissolved after that.
0:19:32 > 0:19:36It's one of the serious concerns about the company being
0:19:36 > 0:19:39set up and being dissolved and set up and being dissolved.
0:19:39 > 0:19:42It's a serious problem in our mind.
0:19:42 > 0:19:45It's a serious moral problem.
0:19:45 > 0:19:50You develop basements and you don't bother putting down a damp-proof course.
0:19:50 > 0:19:54The thing is, we bought our dream house from you
0:19:54 > 0:19:56and we are desperately unhappy.
0:19:56 > 0:19:59Yes, well, I know you regret it.
0:19:59 > 0:20:04Yes, I know the quality of the development has been seriously deficient.
0:20:04 > 0:20:08It's cost us £30,000 and it's very, very sad.
0:20:08 > 0:20:13Thank you very much. Goodbye. He's not a builder, he didn't know.
0:20:13 > 0:20:18They contracted a builder to do the work on the floor. I said to him,
0:20:18 > 0:20:24"For basements of this sort, do you not think a damp-proof membrane is essential?" He replied,
0:20:24 > 0:20:29- that was a technical question to which he didn't know the answer. - Rubbish.
0:20:29 > 0:20:35If I asked him about lead roofs he would not be able to answer that either because it was technical.
0:20:37 > 0:20:42The guys running the company took over £500,000 from the Allisons alone
0:20:42 > 0:20:44and there were two other flats in the property.
0:20:44 > 0:20:48Despite taking their cash, the developers cut corners
0:20:48 > 0:20:51and made basic building errors which could have spelled disaster.
0:20:51 > 0:20:55If the Allisons hadn't exposed the dry rot problem,
0:20:55 > 0:20:58that could have spread and threatened the whole house.
0:20:58 > 0:21:03The owners of the company should be well and truly ashamed of themselves.
0:21:03 > 0:21:04You know what you did.
0:21:04 > 0:21:06Now we know what you did.
0:21:06 > 0:21:11And pretty soon, I'd imagine Trading Standards will know what you did, too.
0:21:11 > 0:21:14The property company did get in contact with us.
0:21:14 > 0:21:19They said they understood the previous owners had done extensive guaranteed
0:21:19 > 0:21:25rot treatment work and a completion certificate on the refurbishment was issued by the local authority.
0:21:25 > 0:21:31All in all, they feel they're not at fault and that doesn't help the Allisons one jot.
0:21:33 > 0:21:39The Allisons' retirement has been ruined as a result of the dry rot they discovered in their apartment.
0:21:39 > 0:21:43Even now, their run of bad luck hasn't quite come to an end.
0:21:45 > 0:21:47Oh, my God!
0:21:49 > 0:21:55Back in Barking, Essex, Lucille Bowden is still reeling from a mess left behind by her builder.
0:21:55 > 0:22:02She wanted an extension for a new family kitchen and had dreams of it being the centrepiece of the home.
0:22:04 > 0:22:07What she got instead was a nightmare. Shaky foundations,
0:22:07 > 0:22:13bad walls and brick work, no utilities and shoddy workmanship all round.
0:22:13 > 0:22:19She then paid an extra £20,000 for remedial works and that was on top
0:22:19 > 0:22:23of the £16,000 she gave her builder before he did a bunk.
0:22:23 > 0:22:27A total of £36,000.
0:22:27 > 0:22:32You know, he's seen me as an easy street. He took advantage of a good person.
0:22:32 > 0:22:34Their builder made such a botch of things,
0:22:34 > 0:22:42it cost more to repair his mistakes than the original quote and there is still lots more work left to do.
0:22:43 > 0:22:48So, our boys are getting to grips with those unfinished jobs.
0:22:48 > 0:22:51I think the standard of work left behind was shocking.
0:22:51 > 0:22:54You don't just have to take my word for it, though.
0:22:54 > 0:22:59We invited an independent building surveyor, Gordon Kirby, to take a look.
0:22:59 > 0:23:02The finish now is a lot better than it was.
0:23:02 > 0:23:06There's the floor tiling to do, the splashback to the worktops.
0:23:06 > 0:23:10- What sort of figure would you give it?- Five out of ten.
0:23:10 > 0:23:12Now, five out of ten.
0:23:12 > 0:23:17I have to quantify that by saying our independent surveyor didn't get a chance to see the original work
0:23:17 > 0:23:23and all that remedial work now looks so good. I think he would give a much lower score if he had.
0:23:23 > 0:23:28What I want to know is, just how did Lucille get into this mess in the first place?
0:23:28 > 0:23:31Her builder came recommended by a friend,
0:23:31 > 0:23:34and with that peace of mind, the building work got underway.
0:23:34 > 0:23:41When was the first alarm bell sounded that you thought, this isn't quite right?
0:23:41 > 0:23:44He had taken a lot of time off.
0:23:44 > 0:23:48Excuses like hospital appointments, back hurting,
0:23:48 > 0:23:50got no money for petrol.
0:23:50 > 0:23:55Got no money to put on his phone to let us know that he's not turning up to work.
0:23:55 > 0:23:57Too hot. Too cold.
0:23:57 > 0:24:02You accepted the excuses a few times but when it carried it on and on
0:24:02 > 0:24:06and on we were finding this a bit disrespectful.
0:24:06 > 0:24:12Lucille and her builder didn't have a contract, but they had drawn up a payment schedule.
0:24:12 > 0:24:14She kept her end of the deal.
0:24:14 > 0:24:18Obviously we are getting nearer and nearer to the end of the £16,000.
0:24:18 > 0:24:21There is still electrics to do.
0:24:21 > 0:24:25There's still the plumbing to do. There is still the flooring to do.
0:24:25 > 0:24:28The roof wasn't completed
0:24:28 > 0:24:32and he kept telling us the money was safe.
0:24:32 > 0:24:34The money was safe where?
0:24:34 > 0:24:37He was saying he was keeping it in safe hands.
0:24:37 > 0:24:42It was not long before the builder had taken the entire £16,000.
0:24:42 > 0:24:46At this point, Lucille decided enough was enough.
0:24:46 > 0:24:49I said to him, no, you're not having any more money
0:24:49 > 0:24:56and at this stage I felt absolutely worn out, exhausted,
0:24:56 > 0:24:58totally depressed.
0:24:58 > 0:25:00I'd just about had enough.
0:25:00 > 0:25:01It's always important
0:25:01 > 0:25:03to trust your gut instinct.
0:25:03 > 0:25:05If you feel something is wrong,
0:25:05 > 0:25:06it probably is.
0:25:06 > 0:25:08If that happens,
0:25:08 > 0:25:10start talking to the builder
0:25:10 > 0:25:12about your worries straight away.
0:25:12 > 0:25:19Due to the financial and emotional strain, the pressure in the Bowden house became unbearable.
0:25:19 > 0:25:22Her 18-year-old son even left home.
0:25:22 > 0:25:26He couldn't take the pain he saw his mum suffering.
0:25:26 > 0:25:28He thought that was the best thing to do.
0:25:28 > 0:25:33As a direct cause of having a cowboy builder in your property?
0:25:33 > 0:25:37It's hell, Clive, it's absolutely hell.
0:25:37 > 0:25:39It just drains you.
0:25:39 > 0:25:42You don't want to go out.
0:25:42 > 0:25:44You don't want to socialise.
0:25:44 > 0:25:49These con men, they don't only steal your money, they steal your energy.
0:25:52 > 0:25:56As cowboy builders lurch from job to job, they often leave a telltale trail
0:25:56 > 0:26:02of destruction behind them. Not only in bricks and mortar, but in emotional terms, too.
0:26:02 > 0:26:09Jackie witnessed first-hand just what effect this so-called builder had had on her friend.
0:26:09 > 0:26:12She's always been a very bubbly character,
0:26:12 > 0:26:14very outgoing, liked to socialise.
0:26:14 > 0:26:16Liked to be round her friends and stuff.
0:26:16 > 0:26:22You know, she was always tired, with all the stress and everything.
0:26:22 > 0:26:24She started having trouble sleeping.
0:26:24 > 0:26:29She wanted to entertain or cook a meal - she could not do that any more.
0:26:29 > 0:26:33She couldn't have friends round for dinner or lunch like she used to.
0:26:33 > 0:26:38So it really sort of... I think that probably affected her as a person as well,
0:26:38 > 0:26:43the fact that that side of her socialising, she couldn't do any more.
0:26:43 > 0:26:46It's good to see Lucille has loyal friends.
0:26:49 > 0:26:52Time to see how the guys are getting on.
0:26:53 > 0:26:57Oh-ho! That is looking tile-icious.
0:26:57 > 0:27:00I'm loving that. That is the business.
0:27:00 > 0:27:04So quick in such a short space of time, we've got all the splashback on there.
0:27:04 > 0:27:06What's left to do now, Chris?
0:27:06 > 0:27:09Basically, tidy up what we're doing today.
0:27:09 > 0:27:14Tomorrow we'll get the tiles above the cooker hob there.
0:27:14 > 0:27:18I'm going to do all the cuts while he finishes off the floor tiling.
0:27:18 > 0:27:20Our team still have a way to go.
0:27:20 > 0:27:25I wonder if they'll have enough time to get those surprise beams in place.
0:27:25 > 0:27:28When selecting tiles for your kitchen floor,
0:27:28 > 0:27:30it's important to take note of a few things.
0:27:30 > 0:27:33Aesthetically pleasing is all well and good.
0:27:33 > 0:27:36However, you've got to think about the care for them for the years to come.
0:27:36 > 0:27:39This first tile I want to show you has been protected
0:27:39 > 0:27:43with boiled linseed oil and it's got a lovely smooth finish.
0:27:43 > 0:27:44If I put some soil on it,
0:27:44 > 0:27:46the soil doesn't even want to stay on it,
0:27:46 > 0:27:48it's that good.
0:27:48 > 0:27:50I'll get a damp cloth, wipe that off
0:27:50 > 0:27:53and hey presto, look at that. It's lovely and clean.
0:27:53 > 0:27:56However, if you choose tiles like these which are
0:27:56 > 0:28:00untreated or not naturally glazed, they've got open pores.
0:28:00 > 0:28:04If I get some more soil here and show you on this particular tile.
0:28:04 > 0:28:07Rub that in. That really does want to stick, no doubt about that.
0:28:07 > 0:28:09Even when I take a cloth to it,
0:28:09 > 0:28:14what's happening is, the soil is going deep into the pore surface.
0:28:14 > 0:28:16That needs treating. No doubt about it.
0:28:16 > 0:28:20The tile that Lucille has chosen is magnificent.
0:28:20 > 0:28:22This is a natural quarry tile.
0:28:22 > 0:28:27If you have dirt on there, it doesn't really want to stick.
0:28:27 > 0:28:30If I take my cloth to that, wipe it over,
0:28:30 > 0:28:34it's as good as new. Perfect. Excellent choice!
0:28:36 > 0:28:39Over the last three years, Lucille has had
0:28:39 > 0:28:43no joy in contacting her builder with either phone calls or letters.
0:28:43 > 0:28:47So, will she be any luckier today?
0:28:47 > 0:28:53If you had the opportunity to speak to the builder now, what would you like to say to him?
0:28:53 > 0:28:55Why did he do it to us?
0:28:55 > 0:29:00Why did he con us in the way he did with the building work
0:29:00 > 0:29:03and why did he con us out of £16,000?
0:29:03 > 0:29:09I tell you what, I'm going to offer you the opportunity to talk to your builder.
0:29:09 > 0:29:12We've got a series of telephone numbers here.
0:29:12 > 0:29:14Would you like to do it yourself?
0:29:14 > 0:29:17Or would you like me to do it on your behalf?
0:29:17 > 0:29:20I would definitely like the opportunity to do it myself.
0:29:20 > 0:29:24What I would say is, stay as calm as you possibly can
0:29:24 > 0:29:28- and get your points across nice and calm.- Yeah. OK.
0:29:28 > 0:29:30There are the telephone numbers.
0:29:30 > 0:29:32If you want to take that one first.
0:29:35 > 0:29:39We've got three mobile numbers for her builder.
0:29:39 > 0:29:42Though I'm not holding out much hope.
0:29:42 > 0:29:46RECORDED MESSAGE: Sorry, there is no reply. Sorry there is no reply.
0:29:46 > 0:29:49Let's try the second one.
0:29:54 > 0:29:57This is all so typical of a cowboy builder.
0:29:57 > 0:29:59There's nothing.
0:29:59 > 0:30:02It's dead. OK, so that's another one.
0:30:02 > 0:30:05Will the third one give us any joy?
0:30:08 > 0:30:12RECORDED MESSAGE: Calls are not currently being connected to this number.
0:30:12 > 0:30:19My guess is, over that period of time he could have had anywhere upwards of, who knows,
0:30:19 > 0:30:23a couple of dozen numbers by now, because he doesn't want to be found.
0:30:23 > 0:30:28This cowboy builder left Lucille's dream kitchen in tatters
0:30:28 > 0:30:31and cost her time and money that she can ill afford.
0:30:31 > 0:30:34It is unforgivable what these guys try and get away with.
0:30:34 > 0:30:38I'm hoping to flush them out of their hiding places.
0:30:38 > 0:30:41We know what you've done, now we know what you've done
0:30:41 > 0:30:45and I imagine pretty soon Trading Standards will know it, too.
0:30:45 > 0:30:48Your time is running out.
0:30:49 > 0:30:53We left messages for him to get in touch with us, but he never did.
0:30:53 > 0:30:55Surprise, surprise!
0:30:57 > 0:31:00It's been an incredibly hard three years for the Bowdens.
0:31:00 > 0:31:03It is clear that this builder left them
0:31:03 > 0:31:07financially and emotionally bankrupt, so I can't wait to see
0:31:07 > 0:31:13the look on Lucille's face when she finally realises that her kitchen calamity is a thing of the past.
0:31:13 > 0:31:15Oh, my God!
0:31:20 > 0:31:23Back in Glasgow, our team are working hard
0:31:23 > 0:31:27to give Joyce and Arthur Allison a dressing room they can use.
0:31:27 > 0:31:34When eventually they move back into their home, they'll need a room in which to store their clothes.
0:31:36 > 0:31:40The Allisons still have further remedial works to eradicate
0:31:40 > 0:31:43the outbreak of dry rot from their apartment.
0:31:43 > 0:31:46But with a bill for nearly £30,000 and all the mess from
0:31:46 > 0:31:50the building works, it's certainly not the retirement they had foreseen.
0:31:52 > 0:31:54It's quite expensive,
0:31:54 > 0:31:58particularly when it has to come out of your savings.
0:31:58 > 0:32:00Because both of us are retired
0:32:00 > 0:32:06and our savings have been diminished rapidly over the last few months.
0:32:06 > 0:32:13- Moments after Joyce spoke to us, Arthur had more bad news. - Why, what's happened?
0:32:13 > 0:32:16The whole thing has collapsed and fallen down,
0:32:16 > 0:32:2150 feet of cast-iron pipe, and smashed our windowsill.
0:32:21 > 0:32:26Oh, my God! Oh, my God!
0:32:26 > 0:32:31A cast-iron drain pipe has fallen from the back of their building
0:32:31 > 0:32:33and crashed down into the garden.
0:32:33 > 0:32:35Oh, brother. Right!
0:32:35 > 0:32:38This couple really are on a run of bad luck.
0:32:38 > 0:32:44The heavy pipe had run from the flat above Joyce and Arthur's all the way down the building.
0:32:47 > 0:32:49While this is probably original,
0:32:49 > 0:32:52the connecting pipe running into the flat is modern.
0:32:52 > 0:32:57Whoever made this modification didn't have safety in mind.
0:32:57 > 0:33:04Only a single bracket was supporting the weight of about 15 metres of cast-iron piping.
0:33:04 > 0:33:05On this occasion,
0:33:05 > 0:33:09the Allisons can only hope their insurance will cover the damage.
0:33:09 > 0:33:12And they're just glad no-one was hurt.
0:33:12 > 0:33:16If anyone had been here at the time, that could have been fatal.
0:33:16 > 0:33:18There is a good...
0:33:18 > 0:33:24I bet it's not far off a tonne of metal in that as it's falling. That's for sure.
0:33:24 > 0:33:30It's another reminder of what can go wrong in your own home, often without warning.
0:33:32 > 0:33:36Later, and while our team are finishing off the dressing room,
0:33:36 > 0:33:39I ask the Allisons about their experience.
0:33:39 > 0:33:42Joyce, Arthur, I want to sort of ask a few questions now
0:33:42 > 0:33:46about what you've learnt since buying the property.
0:33:46 > 0:33:50I don't think I would purchase property quite so quickly, even though
0:33:50 > 0:33:52it did have all the criteria we were looking for.
0:33:52 > 0:33:57I trusted the people because they had a big reputation and I thought
0:33:57 > 0:34:01because of that, things would have been done properly.
0:34:01 > 0:34:03So that's another mistake from me.
0:34:03 > 0:34:05We should have had the property surveyed.
0:34:05 > 0:34:10I'm not sure that they would ever have found the problems
0:34:10 > 0:34:15because they were so hidden underneath the floor. Deeply hidden.
0:34:15 > 0:34:21Well, let's hope from this point on we can at least move forward with your lives.
0:34:21 > 0:34:24Whether it's buying a property
0:34:24 > 0:34:25or employing a builder,
0:34:25 > 0:34:26don't rely on
0:34:26 > 0:34:28their reputation alone.
0:34:28 > 0:34:30Always do your research.
0:34:30 > 0:34:31Once the limited company
0:34:31 > 0:34:32has been dissolved,
0:34:32 > 0:34:34it's extremely difficult to make
0:34:34 > 0:34:36the directors financially liable.
0:34:36 > 0:34:37Finally, a survey
0:34:37 > 0:34:39may not have helped the Allisons,
0:34:39 > 0:34:42but it's still good practice to have a survey done
0:34:42 > 0:34:44any time you buy a property.
0:34:45 > 0:34:51With the dry rot problem in hand, our team are coming to the end of their work on the dressing room.
0:34:51 > 0:34:57They've installed shelving, cupboards and clothes racks and they've painted throughout.
0:34:57 > 0:34:59It's nearly time to reveal all.
0:35:01 > 0:35:07Just take me back to what the room behind you was like before we arrived.
0:35:07 > 0:35:15It was a completely empty shell. Rather small, narrow, with a dirty floor.
0:35:15 > 0:35:19And all the bad connotations, of course, because that was the source of the dry rot.
0:35:19 > 0:35:23- OK, are you looking forward to taking a look?- Yes.
0:35:23 > 0:35:27OK. Good. In we go. Take a look inside.
0:35:27 > 0:35:30Oh, that's fantastic! It's totally transformed.
0:35:30 > 0:35:34It's lovely. It's all clean. It's all clean and white.
0:35:34 > 0:35:36- Shiny.- Do you know what I like?
0:35:36 > 0:35:39My old rails were narrower,
0:35:39 > 0:35:42they bent with the clothes on them.
0:35:42 > 0:35:45And these rails are much thicker and they're really good.
0:35:45 > 0:35:47Well they are 32ml chrome rails.
0:35:47 > 0:35:51That's fantastic. That's a big improvement.
0:35:51 > 0:35:53- And more space here. - And I've got more space, yeah.
0:35:53 > 0:35:58And you've got space behind you for your accoutrements
0:35:58 > 0:36:02Oh, hey! Well, that's... That's terrific.
0:36:02 > 0:36:05It's so much better. Much better made.
0:36:05 > 0:36:08And looks much neater and tidier.
0:36:08 > 0:36:11- Thank you for all your help. - Thank you for helping us.
0:36:11 > 0:36:13You have made a big difference. It looks great.
0:36:15 > 0:36:20We've given Joyce and Arthur a dressing room which will serve them well when they move back in.
0:36:23 > 0:36:28We have painted the untreated wood work and installed clothes rails.
0:36:28 > 0:36:32We've fitted some beautiful built-in cupboards and nice wide shelving.
0:36:32 > 0:36:34Wide enough even for shoes.
0:36:36 > 0:36:40The bare walls have been painted a sparkling white,
0:36:40 > 0:36:44set off by some beautiful brass fitments.
0:36:44 > 0:36:48This bare shell, once the source of the dry rot
0:36:48 > 0:36:52has been converted into a spacious and functional dressing room,
0:36:52 > 0:36:55that the Allisons hopefully can enjoy for years to come.
0:36:56 > 0:37:00Well, it's home. That's what makes the difference.
0:37:00 > 0:37:03You've got your own things, your own furniture, your own clothes,
0:37:03 > 0:37:06own memories, photographs, everything like that.
0:37:06 > 0:37:08That's what makes the difference.
0:37:08 > 0:37:12Arthur and Joyce learned their lessons the hard way.
0:37:12 > 0:37:17But luckily for such a nice couple they can look forward to enjoying their retirement.
0:37:17 > 0:37:21Remember, spending big money is no guarantee of quality,
0:37:21 > 0:37:25so don't assume high prices mean high standards.
0:37:25 > 0:37:28Remember, keep your wits about you, take on board all our advice
0:37:28 > 0:37:33and that way you too can avoid falling into the Cowboy Trap.
0:37:34 > 0:37:37Back to Lucille Bowden in Barking, Essex,
0:37:37 > 0:37:41where our team have been working hard to put right what went so badly wrong.
0:37:41 > 0:37:45The builder who took on Lucille's dream extension and kitchen
0:37:45 > 0:37:49left a nightmare behind him, costing £36,000.
0:37:49 > 0:37:51And there are still things left to do.
0:37:52 > 0:38:00We're busy at work on the tiling and have just enough time left to make those lovely old country beams.
0:38:00 > 0:38:05It's three years since Lucille's builder did a bunk and she's still angry.
0:38:05 > 0:38:09Imagine someone coming into your castle
0:38:09 > 0:38:15and doing the damage, taking money from you under false pretences.
0:38:15 > 0:38:17It's wrong. It's just totally wrong.
0:38:17 > 0:38:23'The transformation is almost complete.'
0:38:23 > 0:38:26Sorry to interrupt your tiling there, you're doing great job.
0:38:26 > 0:38:30- Going a real pace now. - Getting there.- Lots has got done.
0:38:30 > 0:38:32Have you got any tips for us?
0:38:32 > 0:38:37On a concrete floor, always PVA it to seal it in.
0:38:37 > 0:38:39- It stops the adhesive grabbing so fast.- OK.
0:38:39 > 0:38:44Find the centre, chalk the line through, work from there and you get the right flow
0:38:44 > 0:38:46and ambiance for your kitchen.
0:38:46 > 0:38:50- How long do you reckon before we finish the job? - I'd say another half a day.
0:38:50 > 0:38:53I'll come back and see you later and find out how you're getting on.
0:38:53 > 0:38:56- Well done, cracking job.- See you.
0:38:57 > 0:39:01Lucille is beginning to see the light at the end of the tunnel.
0:39:01 > 0:39:03She's a lot wiser from her experience.
0:39:05 > 0:39:12I've learnt by experience never take a builder's word, always check out what you are told.
0:39:12 > 0:39:16You don't only want mobiles, you want land lines.
0:39:16 > 0:39:19I would never, ever pay a builder with cash.
0:39:19 > 0:39:22Always pay with credit card or a cheque.
0:39:24 > 0:39:25When checking out references,
0:39:25 > 0:39:29make sure you look at work that is similar to what you're looking for.
0:39:29 > 0:39:34Feel free to ask the builder about the sub-contractors' previous work
0:39:34 > 0:39:36and make sure you check that too.
0:39:36 > 0:39:38Try to avoid cash payments
0:39:38 > 0:39:39at all costs.
0:39:39 > 0:39:42But if you do have to pay cash,
0:39:42 > 0:39:44always get a receipt.
0:39:44 > 0:39:49We've put our backs, hands and knees into transforming Lucille's country kitchen.
0:39:49 > 0:39:55We've tiled the splashbacks, laid the flooring, placed a lovely ornamental plaque above the hob
0:39:55 > 0:39:59and that extra finishing touch, those rustic wooden beams.
0:40:00 > 0:40:05- It is now time to show you exactly what we've done.- I'm so excited.
0:40:05 > 0:40:12- Before that, remind me, what was the kitchen like before we arrived?- I was missing something on the floors.
0:40:12 > 0:40:14I had concrete floors.
0:40:14 > 0:40:16I wanted tiles on the wall.
0:40:16 > 0:40:20Even though it was a home, it didn't have that homely feel.
0:40:20 > 0:40:22- Are you ready?- I'm ready.
0:40:22 > 0:40:24Come on, missis, let's have a look.
0:40:24 > 0:40:27Go in, missis, mind the step.
0:40:27 > 0:40:28Oh, my God!
0:40:50 > 0:40:52Oh, it's so nice!
0:40:52 > 0:40:55What do you think to your feature? Look at that!
0:40:55 > 0:40:59It looks brill. It really does.
0:40:59 > 0:41:02- Do you like it? - What a difference, Clive!
0:41:03 > 0:41:05What a difference!
0:41:05 > 0:41:07I'm chuffed for you.
0:41:07 > 0:41:09Can I give you a nice big kiss?
0:41:09 > 0:41:10If you want to!
0:41:12 > 0:41:13Get the kettle on.
0:41:20 > 0:41:24We've given Lucille that rustic country kitchen she's always dreamed of.
0:41:24 > 0:41:29There's new colour-co-ordinated splashbacks on those bare walls.
0:41:32 > 0:41:37And beautiful terracotta tiles have been laid on the floor to cover up that ugly concrete.
0:41:42 > 0:41:47And last but not least, those old wooden beams Lucille's always wanted.
0:41:47 > 0:41:49They look like the originals.
0:41:51 > 0:41:57And in pride of place, the table, all ready for visiting friends and family.
0:41:59 > 0:42:03This is for a lady who hadn't invited anyone into her kitchen
0:42:03 > 0:42:07for three years, thanks to her builder's shoddy work.
0:42:07 > 0:42:11I think Lucille will be the happiest cook in the kitchen.
0:42:11 > 0:42:14I haven't had no life for the last three years
0:42:14 > 0:42:19and now I feel life is about to start all over again.
0:42:19 > 0:42:25Lots of cooking, lots of friends round, lots of socialising,
0:42:25 > 0:42:32even maybe snapping open a bottle of champagne, that's how good it feels.
0:42:32 > 0:42:37Cowboy builders across the country should be well and truly quaking in their boots.
0:42:37 > 0:42:41For every bodged job we fix, we are making more and more people aware of their tricks.
0:42:41 > 0:42:47So, if you take on board our advice, and all our top tips, you too can avoid the Cowboy Trap.
0:42:49 > 0:42:54If you've had a problem with builders and you'd like to tell your story on Cowboy Trap please call us.
0:43:07 > 0:43:10Help us round up the cowboys.
0:43:11 > 0:43:13Subtitles by Red Bee Media Ltd
0:43:13 > 0:43:16Email subtitling@bbc.co.uk