0:00:04 > 0:00:09Today, I'm going to show you some huge building blunders.
0:00:09 > 0:00:15You'd hear wood being sawn but you couldn't seen what had been done.
0:00:15 > 0:00:18I'll give you loads of advice and insider tips.
0:00:18 > 0:00:22You opened drawers and they fell off in your hand.
0:00:22 > 0:00:24It was just one thing after another.
0:00:24 > 0:00:26I reveal tricks con men use
0:00:26 > 0:00:30to get their hands on your hard-earned cash.
0:00:30 > 0:00:34We were supposed to be having this wonderful large family Christmas
0:00:34 > 0:00:37and we couldn't.
0:00:37 > 0:00:39My team of experts will right the wrongs
0:00:39 > 0:00:41and gives people their homes back.
0:00:41 > 0:00:44- Take a look.- Wow.- Oh, wow!
0:00:44 > 0:00:49There are plenty of great builders. Seek and ye shall find.
0:00:49 > 0:00:52But remember to do your research to weed out the bad 'uns.
0:00:52 > 0:00:56That way, you won't go falling into the cowboy trap.
0:01:04 > 0:01:07'Today on Cowboy Trap, we're in Nottingham,
0:01:07 > 0:01:12'where the Adkins family should pray fire never breaks out in their house,
0:01:12 > 0:01:17'because their new extension failed to pass essential checks on the gas,
0:01:17 > 0:01:21'electrics, fire doors and staircase.'
0:01:21 > 0:01:25Towards the end, we realised that the person with the brains
0:01:25 > 0:01:27had departed from the partnership.
0:01:27 > 0:01:30'And we're in Preston, Lancashire,
0:01:30 > 0:01:36'where Lynne Wheatman was unlucky enough to experience a house fire.
0:01:36 > 0:01:40'Then she got burned by the builders who rebuilt her conservatory,
0:01:40 > 0:01:45'kitchen, bathroom and installed illegal gas heating and wiring.'
0:01:45 > 0:01:50To see your property devastated - all my personal goods, my clothes,
0:01:50 > 0:01:52everything, were just gone.
0:01:53 > 0:02:00'First, in Nottingham, the Adkins family wanted to transform their three-bedroom home to four,
0:02:00 > 0:02:05'with a new extension and loft conversion for their growing family.
0:02:05 > 0:02:10'The builders they hired came highly recommended, but when one quit,
0:02:10 > 0:02:13'the other one was out of his depth.'
0:02:13 > 0:02:18We decided 18 months ago to have an extension and loft conversion.
0:02:18 > 0:02:21We've got three kids. One lad's going into the army.
0:02:21 > 0:02:25When he comes home, we need a bigger bedroom for his army gear.
0:02:25 > 0:02:32We didn't think it was fair on the 19-year-old and 15-year-old to share rooms.
0:02:32 > 0:02:35'Dad John is in the building trade himself.
0:02:35 > 0:02:37'He's a plasterer, so he and wife Wendy
0:02:37 > 0:02:42'asked questions about which trades their builder was specialised in.'
0:02:42 > 0:02:48He said he could do the general joinery building and the plumbing.
0:02:48 > 0:02:53He said he would get somebody in for the electrics, gas and brickwork.
0:02:53 > 0:02:57The bloke that was with him, Jack, was a plasterer.
0:02:57 > 0:02:59'Here's a tip...
0:03:08 > 0:03:13'The Adkins were keen to start on their extension and loft conversion.
0:03:13 > 0:03:17'They wanted it all signed off by the Building Control Inspector
0:03:17 > 0:03:23'to celebrate a family Christmas in their newly-enlarged home.
0:03:23 > 0:03:27'The builders' quote was a reasonable £25,000
0:03:27 > 0:03:33'and there would be no bill to pay until the brickwork was all up.'
0:03:33 > 0:03:38The bricklayer did a spot-on job, so we didn't mind handing over £10,000.
0:03:38 > 0:03:41But as it got towards the end,
0:03:41 > 0:03:44we realised that the person with the brains
0:03:44 > 0:03:47had departed from the partnership.
0:03:47 > 0:03:51We were left with what I would call the labourer, not the builder.
0:03:51 > 0:03:56'With the speedy builder gone, the 14-week job slowed
0:03:56 > 0:04:01'and Wendy's dreams for their family Christmas began to fade.
0:04:01 > 0:04:05'Worse still, the quality of work went downhill fast.'
0:04:05 > 0:04:10He was here from May to November and he still hasn't finished.
0:04:10 > 0:04:13'By the time the job ground to a halt,
0:04:13 > 0:04:17'the Adkins had handed over 23 grand.
0:04:17 > 0:04:25'Poor quality joinery on the fire doors and staircase failed to pass the Building Inspector's report.
0:04:25 > 0:04:30'Legal safety certificates for gas and electrics were also missing.
0:04:30 > 0:04:33'The extension was declared dangerous.'
0:04:33 > 0:04:36These kind of builders wind me up.
0:04:36 > 0:04:40They take your money and leave you with shoddy workmanship.
0:04:40 > 0:04:45But this case is about potentially dangerous workmanship, too.
0:04:45 > 0:04:47I'm here to see where my good guys
0:04:47 > 0:04:51can make a difference to Wendy and John's life.
0:04:51 > 0:04:53DOOR BELL
0:04:53 > 0:04:59- Wendy?- Yes.- I hear that you've had cowboy builders in.- Yes, we have.
0:04:59 > 0:05:01- Do you mind showing me the damage? - No. Come in.
0:05:01 > 0:05:06- This is all part of the extension here inside.- Yeah.
0:05:07 > 0:05:11- There you go.- Whoa! Why is the boiler in there?
0:05:11 > 0:05:17He asked if it was OK to put it in the loo. He said it would be fine.
0:05:17 > 0:05:18Right.
0:05:18 > 0:05:24- You'll certainly crack your head on that when you're on the loo.- Yeah.
0:05:24 > 0:05:26'These are problems anyone can see.
0:05:26 > 0:05:31'Safety defects are harder to spot, like the smoke and fire strips
0:05:31 > 0:05:36'which are missing from the vital new fire doors.'
0:05:36 > 0:05:39They're to protect you from flames and smoke.
0:05:39 > 0:05:44To have a gap under there is not good.
0:05:44 > 0:05:49It's acting like bellows. Air can draught through there.
0:05:49 > 0:05:53It can provoke more flames, certainly more smoke.
0:05:53 > 0:05:57This is what a fire door is there for.
0:05:57 > 0:06:01It gives you time to escape. This wouldn't do that.
0:06:01 > 0:06:04'Building regs require internal doors
0:06:04 > 0:06:06to help prevent the spread of fire.
0:06:06 > 0:06:11'Make sure your builder fits them properly.
0:06:11 > 0:06:13'If fire breaks out,
0:06:13 > 0:06:18'closing fire doors could save your life.
0:06:18 > 0:06:23'Wendy's five-year-old daughter's bedroom has a dangerous fire door.
0:06:23 > 0:06:27'Again, the builder has ignored essential safety rules.'
0:06:27 > 0:06:32There was supposed to be a window back and front and a good fire door.
0:06:32 > 0:06:38Building Control insisted one window was a fire escape.
0:06:38 > 0:06:42So we had to have that one fitted at our own cost.
0:06:42 > 0:06:44I dread to look at anything else.
0:06:44 > 0:06:49'It wasn't only the fire doors and windows which failed the inspection.
0:06:49 > 0:06:55'Certificates to prove the electrics and gas were safe were missing.
0:06:55 > 0:06:58'The Adkins had to pay extra cash to make it safe,
0:06:58 > 0:07:02'but there's plenty for the good guys to do.'
0:07:02 > 0:07:07This balustrade looks unusual. That isn't safe, for a start.
0:07:07 > 0:07:10It's not secured properly.
0:07:10 > 0:07:15- He's classing that as a newel post? - Yes.- That's a bit of 3 x 2.
0:07:15 > 0:07:17It's got more wobble than my belly!
0:07:17 > 0:07:19- You've got no handrail.- No.
0:07:19 > 0:07:22- You've got no balustrade and handrail here.- That's right.
0:07:22 > 0:07:25- and no single handrail on the far wall.- No.
0:07:25 > 0:07:30Again, security for yourself as an adult, but also for a child.
0:07:30 > 0:07:32- Yeah.- It's an absolute must.
0:07:32 > 0:07:37'Missing or unsafe safety rails are another failure. Here's a tip.
0:07:45 > 0:07:50'Wendy's new extension certainly isn't safe.'
0:07:50 > 0:07:54- It's weird not having a handrail. - It is.- To hold onto.
0:07:54 > 0:08:00- You put your hand out for them, and it's not there.- You do.
0:08:00 > 0:08:03- What we've got here is the conversion.- Yeah.
0:08:03 > 0:08:09This time, he's put a bit of 4 x 3 in as your newel post.
0:08:09 > 0:08:14- Sharp edges. It's not been finished. - That's right.- Just a piece of 4 x 3.
0:08:14 > 0:08:17What can we do to help you?
0:08:17 > 0:08:22Sort out my fire doors and the balustrades to make it safe.
0:08:22 > 0:08:25- Fire doors through into the bottom stairwell?- Mm-hm.
0:08:25 > 0:08:28- Fire door into your daughter's room? - Yes.
0:08:28 > 0:08:32- Then fire door into that first floor.- Yeah.
0:08:32 > 0:08:37'If fire broke out, it would sweep through their home in no time.
0:08:37 > 0:08:41'We need to replace those fire doors and prevent the family
0:08:41 > 0:08:45'falling on the dangerous new stairs to the loft.'
0:08:45 > 0:08:49It's time to get the good guys in and make this house safe.
0:08:49 > 0:08:55'We've got a crack team of chippies on the job, led by top man Andy.'
0:08:57 > 0:09:00What is the plan for Wendy and John?
0:09:00 > 0:09:04To remove all the roughness, take all the doors off,
0:09:04 > 0:09:07remove the frames, because the frames aren't fire spec.
0:09:07 > 0:09:10Fit the intumescent strips, re-hang new doors.
0:09:10 > 0:09:15The old ones are that badly hung we can't even re-use them.
0:09:15 > 0:09:19This is the key, Clive. Didn't have any of these in the frames.
0:09:19 > 0:09:23These are fire strips with a brush in them.
0:09:23 > 0:09:27The brush holds back smoke and these expand with heat,
0:09:27 > 0:09:31which clamp the doors shut, then obviously...
0:09:31 > 0:09:35- Under heat, they swell, don't they? They expand.- Yes.
0:09:35 > 0:09:40The brush stops the smoke getting through the gaps you have on a door.
0:09:40 > 0:09:45That, hopefully, gives them plenty of time to get out the house.
0:09:45 > 0:09:48It failed Building Control.
0:09:48 > 0:09:54At least we'll be able to get Building Control to sign off the jobs you're carrying out.
0:09:54 > 0:09:56It's a really important job, Andy.
0:09:56 > 0:10:00'Coming up, a rare event for Cowboy Trap.
0:10:00 > 0:10:04'The Adkins' builder meets me face-to-face to defend his work.'
0:10:04 > 0:10:09Do you think I'd be stupid enough to get a £60 door and butcher it in?
0:10:11 > 0:10:13'Today, we're also in Preston,
0:10:13 > 0:10:18'where Lynne Wheatman and her beloved dogs survived a house fire
0:10:18 > 0:10:20'four years ago.
0:10:20 > 0:10:26'The cause is a mystery, but Lynne's home required virtually rebuilding.
0:10:26 > 0:10:30'Sadly, the builders left her with dangerous gas,
0:10:30 > 0:10:34'lethal electrics, a cracked conservatory, crumbling kitchen,
0:10:34 > 0:10:37'leaky bathroom and appalling plumbing.
0:10:37 > 0:10:42'Lynne has been living in this state ever since.'
0:10:42 > 0:10:47The kitchen was absolutely gutted. It had melted all the conservatory,
0:10:47 > 0:10:51into the lounge and upstairs into the bathroom.
0:10:51 > 0:10:56The fire brigade said he doesn't know how the fire went out.
0:10:56 > 0:11:00We should have been coming back to broken windows, it was that hot.
0:11:00 > 0:11:03My dogs were in. That panicked me.
0:11:05 > 0:11:10'Lynne was lucky she was out but the real disaster was yet to come.
0:11:10 > 0:11:13'Lynne was to be done over by the builder
0:11:13 > 0:11:18'and the loss assessor she hired, following a tip from the firemen.'
0:11:18 > 0:11:21They said, "Get a loss assessor in.
0:11:21 > 0:11:26"They'll take the pressure and they know what to do."
0:11:26 > 0:11:29That's what we did. We went to Yellow Pages.
0:11:29 > 0:11:33Saw a big advert and thought "professional looking".
0:11:33 > 0:11:36Rang them up, they came down and took over.
0:11:36 > 0:11:41Lynne was victim of a terrifying fire and also victim to poor advice.
0:11:41 > 0:11:43'Here's a tip...
0:11:54 > 0:11:59'Always ask how much they'll take before you hire them.
0:11:59 > 0:12:03'Lynne put all her trust in the assessor she hired.
0:12:03 > 0:12:07'As partner Gary explains, the assessor and the builder
0:12:07 > 0:12:10'siphoned off as much of the pay-out as possible.'
0:12:10 > 0:12:14It's bad enough to have the fire, then to come back
0:12:14 > 0:12:19and find that the very people you've trusted to do the work
0:12:19 > 0:12:23have completely let you down, for want of greed.
0:12:23 > 0:12:28'So she could stay with her dogs, the insurance provided a caravan.
0:12:28 > 0:12:31'Building work was scheduled to take two to three months.
0:12:31 > 0:12:36'There was a lot to do. New kitchen, new boiler, new conservatory,
0:12:36 > 0:12:39'new bathroom and redecoration throughout.
0:12:39 > 0:12:43'But there were long delays and the stress took its toll.'
0:12:43 > 0:12:48Her health has suffered quite dramatically.
0:12:48 > 0:12:51Um... Her health has declined.
0:12:51 > 0:12:55She's on a lot of medication from the doctor.
0:12:55 > 0:12:58It's had a very big impact
0:12:58 > 0:13:01'After eight months living in a caravan,
0:13:01 > 0:13:05Lynne was glad the builders were finally leaving.'
0:13:05 > 0:13:08We were just glad to get back in. Everything looked fine.
0:13:08 > 0:13:11Nice new kitchen, and I was just so glad to get in.
0:13:11 > 0:13:15'But poor Lynne was about to make a terrible mistake.'
0:13:15 > 0:13:18They couldn't get paid unless I signed it off.
0:13:18 > 0:13:22Everything looked fine so I signed it off.
0:13:22 > 0:13:25Almost immediately, we put the heating on
0:13:25 > 0:13:27and it just stopped, it wouldn't work.
0:13:27 > 0:13:31When we had a shower, it started coming through into the kitchen.
0:13:31 > 0:13:35You opened drawers and they fell off in your hand.
0:13:35 > 0:13:37Just one thing after another.
0:13:37 > 0:13:40'I've come to see all the problems
0:13:40 > 0:13:43'left behind by Lynne's corner-cutting builder.'
0:13:44 > 0:13:49- Lynne?- Yes.- I'm Clive from Cowboy Trap. How are you?- Not so bad.
0:13:49 > 0:13:54I've heard that you not only had trouble from cowboy builders
0:13:54 > 0:13:56- but also rogue loss assessors. - Yes.
0:13:56 > 0:13:59- Do you mind showing me around?- No.
0:13:59 > 0:14:03- What are the problems with the conservatory?- It's leaking.
0:14:03 > 0:14:05Oh, yeah.
0:14:05 > 0:14:11It's cracking. You can see the cracks down there.
0:14:11 > 0:14:14That'll be under movement.
0:14:14 > 0:14:16I'm interested in outside.
0:14:16 > 0:14:21They've actually got the rainwater from your conservatory
0:14:21 > 0:14:23going into the soil stack.
0:14:23 > 0:14:26As you can see... Look at the bends.
0:14:26 > 0:14:29As the water gathers there,
0:14:29 > 0:14:33it takes a while to come up and go around those bends.
0:14:33 > 0:14:38Why the heck they didn't just do one bend and straight in?
0:14:38 > 0:14:42'Lynne's builder cut every corner he could.
0:14:42 > 0:14:47'This comedy pipe work is proof, but problems run through the property.'
0:14:47 > 0:14:53- What's gone wrong in here? Is it a multitude of sins?- Yes. Everything.
0:14:53 > 0:14:56The hob wasn't fitted. It lifted off.
0:14:56 > 0:15:00- This is not fitted. The whole thing comes out.- Right.
0:15:00 > 0:15:05- Again...- It was damaged when they sent it for us.
0:15:05 > 0:15:09The pipes at the back, the plumber said, are corroding.
0:15:09 > 0:15:13- What's the major problem? - The boiler.
0:15:13 > 0:15:17It never worked. It's been condemned so we can't use it.
0:15:17 > 0:15:21It worked for about half an hour when we came in.
0:15:21 > 0:15:25We could get hot water but we couldn't use the heating.
0:15:25 > 0:15:32When we got someone to look at it, they said we shouldn't use the hot water, it was dangerous.
0:15:32 > 0:15:36The way the cables are, they've just been left loose in there.
0:15:36 > 0:15:40'The boiler installation was bodged four years ago
0:15:40 > 0:15:42'and condemned two years later.
0:15:42 > 0:15:45'Lynne's been without heat since.'
0:15:45 > 0:15:48- Are you not getting any hot water? - No.
0:15:48 > 0:15:50We didn't know it was dangerous.
0:15:50 > 0:15:54He came to us in 2008 and told us don't use it.
0:15:54 > 0:15:58He said it's a £5,000 fine and it's dangerous.
0:15:58 > 0:16:01'Everywhere you look,
0:16:01 > 0:16:06'there are problems left behind by Lynne's bodging builder.'
0:16:06 > 0:16:09- This is the shower leaking into the kitchen.- Right.
0:16:09 > 0:16:14It's pretty severe. It's been happening for some time.
0:16:15 > 0:16:18This is my bathroom. Not very big.
0:16:18 > 0:16:20- Compact and bijou!- Yeah.
0:16:20 > 0:16:24This is leaking into the kitchen. We don't know why.
0:16:24 > 0:16:28'Lynne's insurance pay-out was paid direct to her loss assessor.
0:16:28 > 0:16:34'They helped themselves to commission. Lynne doesn't know how much they took.
0:16:34 > 0:16:40'She does know that an independent surveyor says to right the wrongs
0:16:40 > 0:16:42'will cost 30 grand!
0:16:42 > 0:16:47'Lynne hired her own surveyor to catalogue the cut corners.'
0:16:47 > 0:16:51I have to go back to botched jobs I saw in the '70s
0:16:51 > 0:16:56to come up with anything remotely as poor
0:16:56 > 0:17:00as the quality of workmanship in this case.
0:17:00 > 0:17:03This house had gone to the dogs due to the fire
0:17:03 > 0:17:07before the loss assessors got their mucky paws on it.
0:17:07 > 0:17:13Time to get in the good guys and give Lynne's family their home back.
0:17:21 > 0:17:26What is the most important thing to you right now that we could do
0:17:26 > 0:17:28in the short time we've got?
0:17:28 > 0:17:33To get my heating on and my water so I can shower in my own home!
0:17:33 > 0:17:37'Our guys have a big three-day job ahead.
0:17:37 > 0:17:43'We need to re-site the boiler, block up the flue and fit a new one.
0:17:43 > 0:17:47'We'll also have to rewire the boiler power supply to make it safe.
0:17:47 > 0:17:50'Coming up, a gas safety expert
0:17:50 > 0:17:54'reveals why Lynne's gas work is an accident waiting to happen.'
0:17:54 > 0:17:58After 22 years in the industry, that just depressed me.
0:17:58 > 0:18:03There's no need for anyone to do work that bad.
0:18:03 > 0:18:07'Safety is on our mind back in Nottingham, too.
0:18:07 > 0:18:10'The Adkins family paid £23,000
0:18:10 > 0:18:14'for a double extension and loft conversion.
0:18:14 > 0:18:19'The Building Inspector identified a catalogue of safety errors -
0:18:19 > 0:18:23'missing certificates for gas and electrics, wrongly fitted fire doors
0:18:23 > 0:18:26'and a dangerous staircase.
0:18:26 > 0:18:29'The Adkins' dream turned into a nightmare
0:18:29 > 0:18:34'when the experienced half of their building duo departed.'
0:18:34 > 0:18:39We're more annoyed with ourselves for letting it get to this stage.
0:18:39 > 0:18:43'The 14-week job ended up doubling in length.
0:18:43 > 0:18:50'The Adkins' neighbours became very familiar with the builder coming and going.'
0:18:50 > 0:18:55They had a disagreement or something but now I've found out,
0:18:55 > 0:19:02that he left a rotten mess so they've got to put that right after paying all that money!
0:19:02 > 0:19:05'Before our good guys right all those wrongs,
0:19:05 > 0:19:12'let's hear from independent surveyor Paul Brown, to get his verdict on the work.'
0:19:12 > 0:19:17If you put aside the workmanship issues, which are extremely poor,
0:19:17 > 0:19:19it creates other problems.
0:19:19 > 0:19:24The issue of fire protection for the family is a major one.
0:19:24 > 0:19:30It's a loft conversion so there has to be fire doors down to the final exit
0:19:30 > 0:19:34to ensure that people can escape from that second floor.
0:19:34 > 0:19:37The fitting of those fire doors is atrocious.
0:19:37 > 0:19:44A fire would quickly pass through the property, regardless of those doors being there.
0:19:44 > 0:19:48The gaps on them, very large. You can put your fingers in some.
0:19:48 > 0:19:51Flame and smoke will pass through.
0:19:51 > 0:19:56What mark out of ten would you give this guy for work he's carried out?
0:19:56 > 0:19:58Very poor. I'd give him two.
0:19:58 > 0:20:01What do you reckon to that? Two out of ten!
0:20:01 > 0:20:04This guy's work was terrible!
0:20:04 > 0:20:08It's time to show Wendy and John what the good guys can do.
0:20:08 > 0:20:14'The fire doors are so badly chopped about our guys have to replace them.
0:20:14 > 0:20:19'They must fit snugly to hold back the spread of fire and smoke.
0:20:19 > 0:20:24'There are handrails to install to keep the Adkins safe on the stairs.
0:20:24 > 0:20:31'I want to track back and find out how their extension failed so many safety tests.'
0:20:31 > 0:20:36Did he not also attempt the electrical work as well?
0:20:36 > 0:20:39Yeah, he did. He did all of that.
0:20:39 > 0:20:43- Yet he said he'd bring in an electrician?- He did.
0:20:43 > 0:20:47He gets to the wiring stage. I said, "Where's the electrician?"
0:20:47 > 0:20:49He said, "I'm only first fixing.
0:20:49 > 0:20:53"I will not put anything into the fuse box."
0:20:53 > 0:20:57- But he didn't. He did the lot. - You've got to be qualified.
0:20:57 > 0:21:02What was it like for you when it all went the way of the pear
0:21:02 > 0:21:06and you're left with what you were left with?
0:21:06 > 0:21:09How was that, emotionally, for you?
0:21:09 > 0:21:13Really difficult. We didn't get what we wanted.
0:21:13 > 0:21:15By Christmas 2009,
0:21:15 > 0:21:21we were supposed to be having this wonderful large family Christmas.
0:21:21 > 0:21:23And we couldn't.
0:21:23 > 0:21:28You've got that added stress. You've got a son going over to Afghanistan.
0:21:28 > 0:21:31And a five year-old daughter, too.
0:21:31 > 0:21:37The stress has to be immense. These guys don't care, you know that?
0:21:37 > 0:21:40And my 15-year-old stuck in the middle.
0:21:40 > 0:21:45- We've come to a head a few times. - Yeah. We've had a few arguments.
0:21:45 > 0:21:50You know, a few slamming of incorrectly-fitted doors!
0:21:50 > 0:21:54'Our good guys are putting the safety issues right
0:21:54 > 0:21:59'so the Adkins can get on with life and put their troubles behind them.'
0:21:59 > 0:22:04We're struggling. There's no support in these plaster boards.
0:22:04 > 0:22:09- Does that surprise you?- Not really, but I've never seen owt like it.
0:22:09 > 0:22:12- It is a real mess. - It's unbelievable.
0:22:12 > 0:22:16'Here's a surprise. There's no phone call to the builder.
0:22:16 > 0:22:21'He's asked ME over to his house to hear his side of the story.'
0:22:21 > 0:22:23Let's see how we get on.
0:22:23 > 0:22:29'He's not happy because the final cheque for £3,000 from the Adkins bounced.
0:22:29 > 0:22:35'He refused to finish or provide safety certificates till he was paid.'
0:22:35 > 0:22:39The inspector telephoned me on January 4th.
0:22:39 > 0:22:42He said, "I've been in to do the final inspection."
0:22:42 > 0:22:47He said he's happy with the building work.
0:22:47 > 0:22:52Obviously, he wants an escape in, and the certification.
0:22:52 > 0:22:58I said that I wasn't going to hand the certification over, because they're owned by me
0:22:58 > 0:23:00because the bill hadn't been paid.
0:23:00 > 0:23:05The electrical tests hadn't been completed because the systems hadn't been completed.
0:23:05 > 0:23:09You were happy with the way those doors fitted into the frames?
0:23:09 > 0:23:12This was never brought up to me by the inspector.
0:23:12 > 0:23:17- He never said, "I've failed this, this and this..."- He failed it.
0:23:17 > 0:23:21They weren't like that when I left. I have photographs that she sent.
0:23:21 > 0:23:25There's no gaps in bottoms of doors. Not like you're describing.
0:23:25 > 0:23:29She was complaining that it was rubbing on the carpet.
0:23:29 > 0:23:34You think I'm stupid enough to get a £60 door and butcher it in?
0:23:34 > 0:23:39- You think I'm that stupid?- I'm going to go back and talk to them.
0:23:39 > 0:23:41They'll deny it.
0:23:41 > 0:23:45OK, the next question is, why did you do the electrics
0:23:45 > 0:23:47when you're not qualified?
0:23:47 > 0:23:52I'm not, but you can do it when a company oversees your work.
0:23:52 > 0:23:59They do the calculations and make sure you use the correct wiring then do the final tests.
0:23:59 > 0:24:05- Was anybody overseeing you?- Of course.- Why wasn't the electrician doing it?- We couldn't afford it.
0:24:05 > 0:24:09I said that we needed more money. They said no.
0:24:09 > 0:24:13If she hadn't have sacked me, this job would have been finished.
0:24:13 > 0:24:17I'd have done the drainage, put the decking in.
0:24:17 > 0:24:20I cannot finish a job if I've been fired.
0:24:20 > 0:24:26I'm supposed to break in, do the work and complete the contract?
0:24:26 > 0:24:29'There are two sides to every dispute.
0:24:29 > 0:24:33'There's a row over final payment, missing certificates,
0:24:33 > 0:24:38'failed fire doors and staircase balustrades.
0:24:38 > 0:24:43'Had they done what the builder says and interfered with those doors?'
0:24:43 > 0:24:48The only carpet it was dragging on was George's.
0:24:48 > 0:24:50Right.
0:24:50 > 0:24:56We took it off and planed the bottom. That doesn't explain the gap around the top and side.
0:24:56 > 0:25:01'This sorry state of affairs is now tangled in legal threats.
0:25:01 > 0:25:05'The Adkins have spent money to test the electrical and gas work
0:25:05 > 0:25:07'because the builder has the certificates.
0:25:07 > 0:25:10'Here's a tip when things turn sour..
0:25:15 > 0:25:18'..You might be able to come to a compromise.
0:25:18 > 0:25:22'Coming up, I hope the fire doors and banisters
0:25:22 > 0:25:26'will get the Adkins the safety sign-off they need.'
0:25:26 > 0:25:28- Wow.- Oh, wow!
0:25:29 > 0:25:34'In Preston, dog-lover Lynne Wheatman's home required rebuilding
0:25:34 > 0:25:36'after a serious fire.
0:25:36 > 0:25:42'Lynne didn't have a lucky escape when she hired the loss assessor
0:25:42 > 0:25:45'who, in turn, hired a corner-cutting builder.
0:25:45 > 0:25:51'For eight months, Lynne was in a caravan with her dobermans.'
0:25:51 > 0:25:56Four dogs and me in the caravan. My son had to go to his gran.
0:25:56 > 0:26:02No laundry facilities. We had to hire a Port-a-loo for outside.
0:26:02 > 0:26:08We had a little wash basin but I had to go to my family's for showers.
0:26:08 > 0:26:12We did go through some really cold patches.
0:26:12 > 0:26:16'When Lynne did move back in, her new boiler quickly failed
0:26:16 > 0:26:19'and was condemned by CORGI as dangerous.
0:26:19 > 0:26:22'Our good guys are going to fit a new boiler.
0:26:22 > 0:26:27'I want expert Jamie Cooper to show me why the old one's illegal.
0:26:27 > 0:26:29'He represents Gas Safe,
0:26:29 > 0:26:34'the new authority which replaced CORGI registration for gas workers.'
0:26:34 > 0:26:37My main concern with this one is that the boiler was installed
0:26:37 > 0:26:41by someone who wasn't Gas Safe registered. That's illegal.
0:26:41 > 0:26:45About 250,000 jobs each year are done illegally
0:26:45 > 0:26:47by 7,500 hardcore illegal gas workers.
0:26:47 > 0:26:51We're actively trying to stop them working.
0:26:51 > 0:26:57Looking at jobs like this, you can see why - the boiler's wrong.
0:26:57 > 0:27:01The manufacturer wouldn't allow the boxing that close.
0:27:01 > 0:27:05It would be difficult to service every 12 months.
0:27:05 > 0:27:11The clearance is on purpose, cos if it gets too hot it'll break down.
0:27:11 > 0:27:16I'd heard that this boiler had been condemned.
0:27:16 > 0:27:21There should be a condemned notice so the homeowner can't use it.
0:27:21 > 0:27:24CORGI came here two years ago.
0:27:24 > 0:27:27Two years ago, from looking at the report,
0:27:27 > 0:27:30the boiler had been classed as "at risk".
0:27:30 > 0:27:33For want of a better word, we condemned it.
0:27:33 > 0:27:37All the paperwork given to the customer said this is at risk.
0:27:37 > 0:27:40We didn't know whether it would work safely.
0:27:40 > 0:27:43That was the policy CORGI did.
0:27:43 > 0:27:47Gas Safe Register will check an illegal installation
0:27:47 > 0:27:49but slightly different.
0:27:49 > 0:27:52We'll do that check to make sure it's safe.
0:27:52 > 0:27:57We won't leave the customer without heating unless there's a major safety risk.
0:27:59 > 0:28:02'To stay safe with gas, follow my top tip...
0:28:11 > 0:28:15'Gas Safe has replaced the old CORGI registration.
0:28:15 > 0:28:20'Our expert doesn't like the look of Lynne's gas hob much either.
0:28:20 > 0:28:23'It's another illegal installation.'
0:28:23 > 0:28:27After 22 years in the industry, that depresses me.
0:28:27 > 0:28:30There's no need for anyone to do work that bad.
0:28:30 > 0:28:35'The work carried out here, if you were to mark them out of ten,
0:28:35 > 0:28:38'what mark would you give them?'
0:28:38 > 0:28:41Two or three, maximum. It's a terrible state.
0:28:41 > 0:28:46'Three out of ten is not only bad, but potentially lethal.
0:28:46 > 0:28:49'No-one wants a gas explosion in their home.
0:28:49 > 0:28:55'Our good guys are going to replace this illegal installation
0:28:55 > 0:28:59'with a brand new A-rated energy efficient boiler.
0:28:59 > 0:29:03'I want to track back and find out what happened
0:29:03 > 0:29:07'when Lynne asked her builder to come back.'
0:29:07 > 0:29:12They said, "You get snags with a job that big. We'll sort them."
0:29:12 > 0:29:17Eventually, they sent someone round that just corked a few gaps
0:29:17 > 0:29:19and around the shower.
0:29:19 > 0:29:23- Then told me I were being fussy. - You must be thinking,
0:29:23 > 0:29:27"I've come through a fire, lived eight months in a caravan.
0:29:27 > 0:29:33"I've come back to a disaster of a repair job." What is that like?
0:29:33 > 0:29:37It was devastating. It actually gave me health problems.
0:29:37 > 0:29:42I ended up with high blood pressure and stress and had to go on tablets.
0:29:42 > 0:29:45I couldn't work. It was just so bad...
0:29:46 > 0:29:51I was an emotional cripple, basically. It was awful.
0:29:51 > 0:29:57What has it prevented you from doing that any normal person would do, not having a boiler?
0:29:57 > 0:30:02Having to boil kettles to wash up, going to my daughter's for showers.
0:30:02 > 0:30:08You know... I can use my washer, but to heat up it takes more electricity.
0:30:08 > 0:30:11I've had to buy fires for every room.
0:30:11 > 0:30:14It's the inconvenience of it all
0:30:14 > 0:30:19- and that's been going on now for some four years?- Yeah.
0:30:19 > 0:30:23'We're hard at it. The boiler was fixed to plaster board, not brick.
0:30:23 > 0:30:27'We've had to move all the pipe work, re-site the outside flue
0:30:27 > 0:30:29'and brick up the old one.
0:30:29 > 0:30:35'The builder also bodged the electrics so we're making them safe too.'
0:30:35 > 0:30:39Danny boy! Those pipes are calling!
0:30:39 > 0:30:43I'm loving that. Mate, you've done so well so far.
0:30:43 > 0:30:46What is actually left to do now?
0:30:46 > 0:30:50As you can see, we've had the electricians in, the builders in.
0:30:50 > 0:30:54All the pipe work's connected. The gas is tested.
0:30:54 > 0:30:59I've got to fill the boiler up, get the heating system filled up,
0:30:59 > 0:31:04test it all for water leaks and then it needs commissioning.
0:31:04 > 0:31:09'While Danny prepares for the switch-on, it's time for Lynne
0:31:09 > 0:31:12'to tell her builder exactly how she feels.
0:31:12 > 0:31:17'She plans legal action to win the money to fix the builder's faults.
0:31:17 > 0:31:21'For now, she lives with dangerous gas and electrics.'
0:31:21 > 0:31:23I'd like to ask them
0:31:23 > 0:31:28how would they like to put up for years without heating and water?
0:31:28 > 0:31:30How would they feel in my place?
0:31:30 > 0:31:34You have that opportunity, if you'd like to make the call.
0:31:34 > 0:31:37If you don't feel up to it, I'll do it for you.
0:31:37 > 0:31:42We have a landline number, which is very rare, so we can try that.
0:31:42 > 0:31:49- I don't feel up to facing them again.- OK. Let's see how we go.
0:31:49 > 0:31:53UNOBTAINABLE TONE
0:31:53 > 0:31:58'This number does not receive in-coming calls.'
0:31:58 > 0:32:01That's an interesting one.
0:32:01 > 0:32:05- He doesn't want people like you, Lynne, hassling him.- Yeah.
0:32:05 > 0:32:11'We invited the loss assessors to explain why they couldn't help.
0:32:11 > 0:32:13'They said they didn't hire the builder
0:32:13 > 0:32:16'and refused to say anything else.
0:32:16 > 0:32:19'If you have a dispute over an insurance claim,
0:32:19 > 0:32:25'you can go to the Financial Ombudsman Service who regulate the insurance industry.
0:32:25 > 0:32:28'Coming up, I can't wait for Lynne's reaction
0:32:28 > 0:32:31'when she sees the work our good guys have done
0:32:31 > 0:32:32'to make her home safe.'
0:32:32 > 0:32:36- Wow!- What do you think to that? - What a difference!
0:32:36 > 0:32:39- An amazing difference!- Yes!
0:32:40 > 0:32:44'The Adkins family fell out with their builder
0:32:44 > 0:32:49'when their extension and loft conversion failed safety checks.
0:32:49 > 0:32:53'Andy's almost finished fitting new fire doors and banisters.'
0:32:53 > 0:32:57- Everything sorted now? - I'm done, mate. It looks fantastic.
0:32:57 > 0:33:01- I think they'll be happy with that. - I should think they will.
0:33:01 > 0:33:07Do you know, even though, time-wise, we'll have to leave them to paint,
0:33:07 > 0:33:10the fact is we've now got them safe.
0:33:10 > 0:33:12That's the key. They're safe.
0:33:12 > 0:33:16But they've got some skill now. Look at that.
0:33:16 > 0:33:18That's what a craftsman does.
0:33:18 > 0:33:23That really is "a skill to pay the bill". Fantastic.
0:33:23 > 0:33:27That's your job done, then. All I've got to do now is show them.
0:33:27 > 0:33:31'The Adkins family have had life on hold.
0:33:31 > 0:33:35'They hoped their extension and loft conversion would give extra room,
0:33:35 > 0:33:38'but they've been left rowing with their builder.
0:33:38 > 0:33:42'They've had to spend extra cash on electrical and gas safety checks
0:33:42 > 0:33:45'since the Building Inspector failed the work.
0:33:45 > 0:33:52'Now we've completed essential work, so they should be able to get on with their lives.
0:33:52 > 0:33:55'But what have they learned?'
0:33:55 > 0:33:57Before you make a decision
0:33:57 > 0:34:03about telling somebody to get off site, go to Trading Standards.
0:34:03 > 0:34:07They'll tell you the right way to go about it.
0:34:07 > 0:34:10I couldn't agree more. At least you're learning from that.
0:34:10 > 0:34:13Are you ready to look at what we've done?
0:34:13 > 0:34:16- Yes.- Yeah, I think so. - Good. Let's go.
0:34:16 > 0:34:21Come on, guys. After you.
0:34:21 > 0:34:24It's a door, ostensibly the same.
0:34:24 > 0:34:28What do you notice about it that's different?
0:34:28 > 0:34:32- It fits. - LAUGHING:- It fits all right!
0:34:33 > 0:34:36- There's no gap.- There's no gap.
0:34:36 > 0:34:40More importantly, as far as I'm concerned with the door...
0:34:40 > 0:34:45It fits better, but remember I was talking about intumescent strips?
0:34:45 > 0:34:47They're now in place.
0:34:47 > 0:34:50They're actually in place now.
0:34:50 > 0:34:54They've got this fibre over the top of them.
0:34:54 > 0:34:56It's almost like draught exclusion.
0:34:56 > 0:35:00What happens is, if there was a fire ever,
0:35:00 > 0:35:02that expands and seals the doorframe
0:35:02 > 0:35:06giving you more important time to get out the property.
0:35:06 > 0:35:08They're all in place.
0:35:08 > 0:35:14Because they've replaced the frames, the guys took off the old frames,
0:35:14 > 0:35:18which is how it should have been, new frames are now in place.
0:35:18 > 0:35:22All we've got to do is a bit of filler and paint up.
0:35:22 > 0:35:25'Those fire doors are nice and safe.
0:35:25 > 0:35:30'We've taken care of safety on the stairs, too.'
0:35:30 > 0:35:33I really hope you like this. Take a look.
0:35:36 > 0:35:39- Wow.- Oh, wow.
0:35:39 > 0:35:43Do you reckon that's what you call a newel post?
0:35:43 > 0:35:48Just about. There's no movement.
0:35:48 > 0:35:52It's as solid as a rock and the design's fantastic.
0:35:52 > 0:35:55- It's lovely. - That's how it should have been done.
0:35:55 > 0:36:00'We fitted brand new fire-retardant doors and frames
0:36:00 > 0:36:03'with intumescent smoke strips.
0:36:04 > 0:36:07'To keep the family safe on the stairs,
0:36:07 > 0:36:13'we fitted strong, smooth new handrails, spindles and newel posts.
0:36:13 > 0:36:16'The job looks lovely but, even better,
0:36:16 > 0:36:22'the family will be safe in their new extension.'
0:36:22 > 0:36:26The final thought is, are you happy with what we've done for you?
0:36:26 > 0:36:29- Yeah.- Can you stop and do the rest?
0:36:30 > 0:36:34'In Preston, we've carried out more essential safety work.
0:36:34 > 0:36:38'Lynne Wheatman suffered a terrible house fire
0:36:38 > 0:36:42'but she was then burned by her independent loss assessor
0:36:42 > 0:36:45'and the corner-cutting builder.
0:36:45 > 0:36:51'Her partner Gary has been trying for two years to get things sorted.'
0:36:51 > 0:36:56I've been writing letters to the loss assessors
0:36:56 > 0:36:58and to the builders.
0:36:58 > 0:37:02I've also got a surveyor in
0:37:02 > 0:37:06to look at the state of the work that they've done.
0:37:06 > 0:37:08He was absolutely shocked.
0:37:08 > 0:37:13'The surveyor estimated the cost of putting right the blunders
0:37:13 > 0:37:15'at 30 grand!
0:37:15 > 0:37:19'Once he had the insurance money, the builder didn't want to know.'
0:37:19 > 0:37:22I went back, prepared a report
0:37:22 > 0:37:27in order that the builder comes back to carry out remedial works.
0:37:27 > 0:37:31I was asked to come back to meet the builder three times.
0:37:31 > 0:37:34Each time, the builder decided not to turn up.
0:37:34 > 0:37:39'Here's a top tip for when you have insurance work done.'
0:37:39 > 0:37:43Whether it be gas, electric, plumbing or general building work,
0:37:43 > 0:37:48don't sign it off unless you're sure it's been carried out correctly.
0:37:48 > 0:37:52If you don't know what you're doing, get somebody in that does.
0:37:52 > 0:37:58Don't be pressurised into signing. It could jeopardise future claims.
0:37:58 > 0:38:02'It was bad enough that Lynne lost all her belongings in the fire,
0:38:02 > 0:38:08'but the bodged rebuild is a daily reminder of the trauma.'
0:38:08 > 0:38:12I go under the sink, it's wet through. It's every day.
0:38:12 > 0:38:17The doors don't shut properly. They bang when it's windy.
0:38:17 > 0:38:21The conservatory's freezing. It's just on-going.
0:38:21 > 0:38:26We've been told not to do anything cos that would jeopardise my claim.
0:38:26 > 0:38:31If we, say, replaced the boiler... I mean, repaired the boiler,
0:38:31 > 0:38:36they wouldn't have to replace it because we'd admit liability.
0:38:36 > 0:38:38'Here's a tip.
0:38:38 > 0:38:43'If Lynne's insurers had run the job, it would have been guaranteed.
0:38:49 > 0:38:53'We couldn't see Lynne without heating and hot water any longer.
0:38:53 > 0:38:57'She's got problems, which her solicitor is pursuing,
0:38:57 > 0:39:00'but what lessons has she learned?'
0:39:00 > 0:39:05I wish, before I'd signed it off, we'd have checked everything.
0:39:05 > 0:39:09I didn't even notice little snags until I was actually in.
0:39:09 > 0:39:13I wish I'd have checked everything before we signed off.
0:39:13 > 0:39:17Once we'd done it, it was hard to get him back.
0:39:17 > 0:39:20'We've been busy righting some of the wrongs
0:39:20 > 0:39:23'left by Lynne's corner-cutting builder.
0:39:23 > 0:39:26'We've installed a new boiler, re-sited the flue
0:39:26 > 0:39:29'and made good the walls.
0:39:29 > 0:39:32'We've replaced electrics and tested the gas
0:39:32 > 0:39:36'and are now finishing the new boiler housing.
0:39:36 > 0:39:42'I can't wait to see Lynne's reaction, now she can say goodbye
0:39:42 > 0:39:46'to those heaters, and finally have a shower in her own home.'
0:39:46 > 0:39:51Before we arrived, what were the problems you'd had in your property?
0:39:51 > 0:39:54The main problem was the boiler.
0:39:54 > 0:39:59Didn't have any heating, couldn't have a shower, running water.
0:39:59 > 0:40:04- To wash pots, we'd use a kettle. - How long had that gone on for?
0:40:04 > 0:40:08Four years ago we had the boiler put in. It was condemned two years ago.
0:40:08 > 0:40:13- What are you hoping for?- Just to run the tap and have hot water.
0:40:13 > 0:40:16To wash the pots and have a warm shower.
0:40:16 > 0:40:18We've had the good guys in.
0:40:18 > 0:40:22- Are you ready to take a look?- I am. - Are you excited?- I am.
0:40:22 > 0:40:24- Very.- Follow me.
0:40:30 > 0:40:32Wow!
0:40:32 > 0:40:37- That's very different from before. What a shambles that was.- Yes.
0:40:37 > 0:40:41You could see the boiler that they put in.
0:40:41 > 0:40:43The boiler was useless.
0:40:43 > 0:40:46- OK, Lynne.- Wow.
0:40:46 > 0:40:51- What do you think to that?- What a difference.- An amazing difference.
0:40:51 > 0:40:56The other thing is, we had loads of problems with your fuse board.
0:40:56 > 0:40:59That's all been sorted now, too.
0:40:59 > 0:41:04Your gas meter, that wasn't earth bonded, so it was very unsafe.
0:41:04 > 0:41:08The electrician has done that job. So are you happy?
0:41:08 > 0:41:13- Absolutely brilliant. What a difference!- It's amazing, isn't it?
0:41:13 > 0:41:18- It goes to show that the good guys know what they're doing.- Yeah.
0:41:18 > 0:41:21But the thing that I'm most chuffed about
0:41:21 > 0:41:26is that you can have your shower, you can get hot water.
0:41:26 > 0:41:29- Wonderful. - Amazing, isn't it?- Brilliant.
0:41:29 > 0:41:35- And central heating. Are you happy? - It's fabulous. It really is.
0:41:35 > 0:41:37'Another happy customer.
0:41:37 > 0:41:39'Our Gas Safe engineers
0:41:39 > 0:41:42'installed a new A-rated energy efficient combination boiler
0:41:42 > 0:41:46'to provide heat and hot water on demand.
0:41:46 > 0:41:50'We've tested the gas and provided electrical earth bonding
0:41:50 > 0:41:53'to make Lynne's home safe.
0:41:53 > 0:41:56'Our guys also made sure the leaky bathroom's fixed.
0:41:56 > 0:42:00'Lynne can have that warm shower she longs for.'
0:42:00 > 0:42:05Lynne has been suffering with high blood pressure. I'm not surprised.
0:42:05 > 0:42:10Imagine the trauma of a house fire and almost losing your beloved dogs.
0:42:10 > 0:42:15Add to that the stress of cowboy builders. She's been badly let down.
0:42:15 > 0:42:20That's all in the past. There are loads of good guys out there.
0:42:20 > 0:42:25Take on board all our advice and top tips and they'll prevent you
0:42:25 > 0:42:27from falling into the cowboy trap.
0:42:31 > 0:42:34Subtitles by Red Bee Media Ltd
0:42:34 > 0:42:37E-mail subtitling@bbc.co.uk