0:00:04 > 0:00:09We're in Clacton, Essex, but no-one would want to be beside the seaside
0:00:09 > 0:00:12if they had to live like this.
0:00:12 > 0:00:17I opened the door. I looked around and I just burst into tears.
0:00:17 > 0:00:20Carol's builders had more front than Clacton pier.
0:00:21 > 0:00:27I didn't feel I could speak to them. I knew that I was really in trouble.
0:00:27 > 0:00:34We're about to show you some unbelievable building disasters that occur across Britain.
0:00:34 > 0:00:38I'm terrified now that if I don't get my money back,
0:00:38 > 0:00:43that I'm going to remain like this for all time.
0:00:43 > 0:00:49My team's here to address the mess those cowboy builders leave behind.
0:00:49 > 0:00:51- EMOTIONAL:- It's absolutely fabulous.
0:00:52 > 0:00:57It's a British trait that we wish for the best but fear the worst.
0:00:57 > 0:01:00My science is a bit more exact.
0:01:00 > 0:01:03If you take on board our advice and tips,
0:01:03 > 0:01:07we'll prevent you from falling into the cowboy trap.
0:01:15 > 0:01:19'Today, we're beside the seaside in Clacton, Essex.
0:01:19 > 0:01:27'Carol Roberts hoped she'd have a happy retirement here, but then she fell into the cowboy trap.'
0:01:27 > 0:01:29I'd just lost my husband.
0:01:29 > 0:01:34Trying to do things on my own, I was finding quite difficult.
0:01:34 > 0:01:39Then all this on top of it was really...just no good.
0:01:39 > 0:01:44'After Carol's husband died, she dreamed of a retirement bungalow
0:01:44 > 0:01:50'with no stairs to climb, a nice new kitchen and a lovely shower.
0:01:50 > 0:01:54'The only bungalow she could afford was dilapidated
0:01:54 > 0:01:56'and required total renovation.
0:01:56 > 0:01:58'She needed some reliable builders.'
0:01:58 > 0:02:03I felt they were quite trustworthy. I'm afraid I was a little gullible.
0:02:03 > 0:02:06'During the search for her new home,
0:02:06 > 0:02:10'Carol received a circular from some small-time developers
0:02:10 > 0:02:12'who befriended her.
0:02:12 > 0:02:15'When she found her bungalow,
0:02:15 > 0:02:21'they said it would take their builders a week to renovate, so she could move in.'
0:02:21 > 0:02:25When I sold my flat, the money that I had left,
0:02:25 > 0:02:28he said, "It will be paid up-front.
0:02:28 > 0:02:33"It's only going to take a week and we like to get that sorted."
0:02:33 > 0:02:37I said, "I've never paid money up-front before."
0:02:37 > 0:02:41He said, "Have we said anything wrong to you?
0:02:41 > 0:02:46"No. We wouldn't dream of it. I think you can trust us, don't you?"
0:02:46 > 0:02:50I said, "Yes, you've been very fair to me."
0:02:50 > 0:02:55'Carol's budget was small and the tiny bungalow required lots of work.
0:02:55 > 0:02:59'A dream kitchen, new windows, a lovely shower,
0:02:59 > 0:03:02'plus changes to improve the layout.
0:03:02 > 0:03:04'Carol was excited.'
0:03:04 > 0:03:06They came around to the flat.
0:03:06 > 0:03:10They discussed with me what I would like in the bungalow,
0:03:10 > 0:03:12what colours I would like.
0:03:12 > 0:03:15They brought pictures of kitchens.
0:03:15 > 0:03:20In my bathroom they said, "Would you like it tiled from ceiling to floor?"
0:03:20 > 0:03:23I said, "Yes, please. I would."
0:03:23 > 0:03:28'For £8,300, Carol's heaven-sent developers could fit
0:03:28 > 0:03:31'a black and white ex-display kitchen,
0:03:31 > 0:03:35'a wall-mounted shower and floor-to-ceiling tiling and screen.
0:03:35 > 0:03:40'The list covered two pages. They promised a big team of workers.'
0:03:40 > 0:03:45I came up here on the end of the first day and was amazed.
0:03:45 > 0:03:47They'd knocked walls down
0:03:47 > 0:03:50and done what they said they were going to do.
0:03:50 > 0:03:56I thought, "This is really going to be great." I was so excited.
0:03:56 > 0:04:00'Although she was excited to see her dream take shape,
0:04:00 > 0:04:02'something troubled Carol.'
0:04:02 > 0:04:08I did think one thing was strange. There was only one gentleman here.
0:04:08 > 0:04:11I said, "Where are the other builders?"
0:04:11 > 0:04:13He said, "They'll be here tomorrow."
0:04:13 > 0:04:18'Carol's next visit to her bungalow confirmed her worst fears.
0:04:18 > 0:04:20'She'd been conned.'
0:04:20 > 0:04:24He said, "The kitchen's in the bedroom."
0:04:24 > 0:04:28I said, "That's not black and white. That's cream."
0:04:28 > 0:04:33He said, "We saw this and thought it would be much better.
0:04:33 > 0:04:36"It's going to look beautiful."
0:04:36 > 0:04:39When I looked at the kitchen properly,
0:04:39 > 0:04:43I thought... I opened the oven door.
0:04:43 > 0:04:47And I thought, "Strange. There are crumbs in here."
0:04:47 > 0:04:51This kitchen, they told me, was going to be ex-display.
0:04:51 > 0:04:55I said, "What? From somewhere like B&Q?"
0:04:55 > 0:05:00He said, "Yes, that sort of thing. So we can keep the price down more."
0:05:00 > 0:05:03I said, "Ex-display is virtually new, then?"
0:05:03 > 0:05:05He said, "Yes, it will be."
0:05:05 > 0:05:08Not at all. This kitchen was second-hand.
0:05:08 > 0:05:12I said, "Has this kitchen not come out of somewhere?"
0:05:12 > 0:05:14He said, "Yes. Ex-display."
0:05:14 > 0:05:19I said, "I don't think so. There were crumbs in the oven."
0:05:19 > 0:05:21He said, "There can't be."
0:05:21 > 0:05:25I said, "I don't think I'm going potty, but there were."
0:05:25 > 0:05:31'Coming up, an independent inspector assesses the work done on Carol's bungalow.'
0:05:31 > 0:05:34It's not the highest quality.
0:05:34 > 0:05:38There's a lot of mistakes, things that should be done.
0:05:40 > 0:05:43'Before we bring in our good guys,
0:05:43 > 0:05:48'I want to see the mess Carol's dodgy developers left behind.'
0:05:48 > 0:05:52I hear you've had some problematic builders.
0:05:52 > 0:05:56- Er, yes. Just a little. - Would you like to show me...?
0:05:56 > 0:06:00- Well, I can see some already. - There was a door here.
0:06:00 > 0:06:04They said that they'd block this wall up.
0:06:04 > 0:06:10Then I would have just this entrance to go into the kitchen-diner.
0:06:10 > 0:06:12And as you can see,
0:06:12 > 0:06:15- no way is it finished. - Nothing like finished.
0:06:15 > 0:06:19'Carol's dream bathroom is far from finished.'
0:06:19 > 0:06:23There's supposed to be a shower and a shower door.
0:06:23 > 0:06:27The sink, the bath and the toilet were here.
0:06:27 > 0:06:31They did say, "The toilet doesn't flush very well, but don't worry."
0:06:31 > 0:06:34They said, "We'll sort it."
0:06:34 > 0:06:40This is the dialogue of trying to be like the good guys. "We'll do that for you!"
0:06:40 > 0:06:42What about that window?
0:06:42 > 0:06:46It should be toughened glass and it isn't. It's low to the bath.
0:06:46 > 0:06:49If I slipped in there,
0:06:49 > 0:06:55- I wouldn't be in a very good state if I went through that window.- No.
0:06:55 > 0:06:58That doesn't look like it's toughened.
0:06:58 > 0:07:02That certainly needs addressing because if you did fall,
0:07:02 > 0:07:07if you slip in the bath, I dread to think if you hit that head-first.
0:07:07 > 0:07:13'Carol's dream bathroom never materialised, nor did her dream kitchen.'
0:07:13 > 0:07:17- This kitchen was supposed to be brand new.- Right.
0:07:17 > 0:07:20- It was supposed to be black and white.- Oh!
0:07:20 > 0:07:24- Black and white?- Yes. As you can see, we have cream.
0:07:24 > 0:07:28It was supposed to be ex-display.
0:07:28 > 0:07:31When they brought this magnolia version along,
0:07:31 > 0:07:33cream or whatever you call it,
0:07:33 > 0:07:35you said what?
0:07:35 > 0:07:37- You said, "OK?"- No.
0:07:37 > 0:07:42I said, "I thought this was... I asked for black and white."
0:07:42 > 0:07:46- He said, "We saw this and we thought it was really nice."- Wow.
0:07:46 > 0:07:51- I cannot believe it!- If that wasn't bad enough, it isn't ex-display.
0:07:51 > 0:07:57- It's come out of somebody's house. - Oh, no! Does that person know?
0:07:57 > 0:08:02I bet it's their own! They've got a lovely black and white kitchen.
0:08:02 > 0:08:05That really wouldn't surprise me.
0:08:05 > 0:08:12I've heard of wrapping your customer in cotton wool, not wrapping your windows in cotton wool.
0:08:12 > 0:08:16This is absolutely ridiculous.
0:08:16 > 0:08:20Because the windows have been so badly fitted,
0:08:20 > 0:08:23there is no trim at all, but there are gaps.
0:08:23 > 0:08:28The draught! I couldn't stand at the sink and wash up.
0:08:28 > 0:08:32- It was so cold.- I can feel the wind. It's blowing me hair!
0:08:32 > 0:08:37- Show me more things. Are there more in the kitchen?- Yes, actually.
0:08:37 > 0:08:41They did supply a hob. The oven doesn't work properly.
0:08:41 > 0:08:46There's an element that's not working. How can this be brand new?
0:08:46 > 0:08:51I have no certification for the electrics that have been done.
0:08:51 > 0:08:54I have no certification for the gas hob.
0:08:54 > 0:08:59'Carol knows she needs certificates from building professionals
0:08:59 > 0:09:01'to show the work is safe.
0:09:01 > 0:09:06'She's scared, because she has no proof they've been done properly.'
0:09:06 > 0:09:13I've noticed, as well, you've got gaffer tape on your French doors.
0:09:13 > 0:09:17- The draught is just unbelievable. - It looks horrible.
0:09:17 > 0:09:23They said they would try to sort those doors out cos they were loose.
0:09:23 > 0:09:26- Not with gaffer tape. - It's pretty grim.
0:09:26 > 0:09:28Anywhere else we need to see?
0:09:29 > 0:09:33As you come through the dining room to the archway...
0:09:33 > 0:09:36- Was this opened up?- No. It wasn't.
0:09:36 > 0:09:41I said it would be nice if... Could it be opened into an archway?
0:09:41 > 0:09:47- They said, "Yes, that's no problem." - Into an archway?- Yes.
0:09:47 > 0:09:52The first day, that wall was down from the kitchen and so was this.
0:09:52 > 0:09:55Lift that up Clive, would you?
0:09:55 > 0:09:57Ooh, it's moveable.
0:09:57 > 0:10:00- We've even got dog-ends.- Oh, dear.
0:10:00 > 0:10:04There is nothing there. The draught, feel that.
0:10:04 > 0:10:06- Yeah. Wow.- It's crazy.
0:10:06 > 0:10:11- I've got cotton wool in there. - They've tried to secure the top...
0:10:11 > 0:10:14It's an end panel off your kitchen!
0:10:14 > 0:10:19I don't know what that is at all. It looks like sort of a filler.
0:10:19 > 0:10:24- I had to do all this.- Where would you be without Bubble Wrap.- Look!
0:10:24 > 0:10:29There's a word that rhymes with the end of Bubble Wrap. That's it.
0:10:29 > 0:10:32There's another one on the floor.
0:10:32 > 0:10:35They didn't know what they were doing.
0:10:35 > 0:10:39'The developers promised miracles but delivered misery.
0:10:39 > 0:10:46'Poor Carol had to move into the unfinished bungalow and live among her shattered dreams.
0:10:46 > 0:10:51'Our good guys have got a big job to make Carol's home habitable.
0:10:51 > 0:10:54'We've got to test the gas and electrics,
0:10:54 > 0:10:59'sort out the kitchen and bathroom, and make the windows safe.
0:10:59 > 0:11:02'Ian owns a respectable local firm.
0:11:02 > 0:11:05'He can't believe Carol's guys wanted cash up front.
0:11:05 > 0:11:07'He doesn't expect a deposit
0:11:07 > 0:11:11'and uses the industry standard Joint Contract Tribunal,
0:11:11 > 0:11:14'or JCT contract, for every job.'
0:11:14 > 0:11:19We never take any money up-front. We do a stage payment scheme.
0:11:19 > 0:11:22We do monthly payments
0:11:22 > 0:11:26and hold the retention for three months at the end.
0:11:26 > 0:11:30Any defects, we go back and put right to get the 2.5% retention.
0:11:30 > 0:11:33That's how we operate all our work.
0:11:35 > 0:11:39'Here's a tip. Good builders don't expect money up-front.
0:11:39 > 0:11:43'Ask for a written contract and hold back money to fix snags.
0:11:43 > 0:11:47'Ian and his team have got a lot of work ahead
0:11:47 > 0:11:50'to right these cowboys' wrongs.'
0:11:50 > 0:11:52We've got the electrician.
0:11:52 > 0:11:57- We've got the gas heating engineer on his way.- Fantastic.
0:11:57 > 0:11:59The plasterer's already in there.
0:11:59 > 0:12:04The carpenter's in there. The floor tilers are on-site tomorrow.
0:12:04 > 0:12:06What about in the kitchen?
0:12:06 > 0:12:09We're going to test the electrics.
0:12:09 > 0:12:14- Her cooker doesn't work, so we've got a new cooker.- Wonderful!
0:12:14 > 0:12:16Great to talk to you.
0:12:16 > 0:12:21I'll catch up with you and the boys as we progress. Seriously, I cannot wait!
0:12:21 > 0:12:26'Before we start, independent building inspector Graham Driver
0:12:26 > 0:12:30'gives me his verdict on the renovation by Carol's developers.'
0:12:30 > 0:12:32There's a lot of mistakes,
0:12:32 > 0:12:36things that just shouldn't be done and made.
0:12:36 > 0:12:41There's many reasons behind the problems with this window.
0:12:41 > 0:12:44- That's incredible, isn't it?- It is.
0:12:44 > 0:12:49They should have filled it, packed it and covered it with a strip.
0:12:49 > 0:12:53They've put a bit of foam in at one end.
0:12:53 > 0:12:56That's not adequate for this position.
0:12:56 > 0:12:58As our independent surveyor,
0:12:58 > 0:13:04if I asked you to give this guy a mark out of ten, what figure comes to mind?
0:13:04 > 0:13:07Er... Probably around three.
0:13:07 > 0:13:11Well, I think three's fair. It's a fair figure.
0:13:11 > 0:13:14It's about what I would have given it.
0:13:14 > 0:13:17I'd have given one for turning up
0:13:17 > 0:13:20and two for supplying some materials.
0:13:20 > 0:13:24Obviously, we're going to rectify all that.
0:13:24 > 0:13:27'Three out of ten is a shocking score.
0:13:27 > 0:13:31'Coming up, I'll discover why Carol's bodged bathroom window
0:13:31 > 0:13:34'is bad news.'
0:13:34 > 0:13:36Three, two, one...
0:13:36 > 0:13:39- SMASH - It made me feel quite sick.
0:13:41 > 0:13:46'After the developers had conned Carol out of her £8,000,
0:13:46 > 0:13:51'son Neil became worried about his mum's health.'
0:13:51 > 0:13:56She's been stuffing cotton wool in to stop the draught,
0:13:56 > 0:13:59buying little heaters, and you see your mum...
0:13:59 > 0:14:05You hear stories about older ladies sat in their houses freezing cold.
0:14:05 > 0:14:10Until you see it happen to your own mum, it doesn't really hit home.
0:14:10 > 0:14:15'The dodgy developers befriended Carol during her property search.
0:14:15 > 0:14:18'She trusted their expertise.
0:14:18 > 0:14:23'I want to discover when she realised they were swindling her out of her savings.'
0:14:23 > 0:14:30- Did they say how long it would take to do the work?- Yes. They were quite up-front about that.
0:14:30 > 0:14:34When I explained the sort of thing I wanted,
0:14:34 > 0:14:37they said, "That's no problem at all.
0:14:37 > 0:14:40"Because we have got a TEAM
0:14:40 > 0:14:42"of workMEN
0:14:42 > 0:14:45"that we use all the time."
0:14:45 > 0:14:50He said, "That sort of job will be done in a week, no problem."
0:14:50 > 0:14:54- A week. How much? - Well, originally it was £7,000.
0:14:54 > 0:14:56Then it went up to eight.
0:14:56 > 0:15:00'The developers gave Carol a two-page list of all the jobs
0:15:00 > 0:15:03'their men would do for £8,000.
0:15:03 > 0:15:06'New windows, an ex-display kitchen,
0:15:06 > 0:15:10'changes to the layout, a tiled bathroom and a shower.
0:15:10 > 0:15:15'It sounded great. On the third day, Carol visited again.
0:15:15 > 0:15:18'She wondered where all the men were.'
0:15:18 > 0:15:23I spoke to the gentleman and said, "Where are the other gentlemen?"
0:15:23 > 0:15:28He said, "There are none." I said, "What do you mean there are none?"
0:15:28 > 0:15:30He said, "There's only me.
0:15:30 > 0:15:32"Don't say I said anything,
0:15:32 > 0:15:37"but they've only paid me for four days' work."
0:15:37 > 0:15:40Well, my heart sank.
0:15:41 > 0:15:46I really started to panic because I looked around me and thought,
0:15:46 > 0:15:51"There's absolutely no way this is going to be done in a week."
0:15:51 > 0:15:57I questioned them. "Don't worry. It will all be done, we assure you."
0:15:57 > 0:16:00'Before she moved in, Carol handed over every penny -
0:16:00 > 0:16:03'£8,300.
0:16:03 > 0:16:08'The developers promised their team could finish in one week,
0:16:08 > 0:16:12'but they paid just one builder £750 to do the job.
0:16:12 > 0:16:17'When he finished, Carol had no choice but to move in.'
0:16:17 > 0:16:21On the Saturday afternoon, I got a phone call to say,
0:16:21 > 0:16:25"It's now ready for you to move in." I said, "Are you sure?"
0:16:25 > 0:16:29"Yes. Your carpets are fitted. All your furniture's in.
0:16:29 > 0:16:35"You can move in. There are a couple of little snagging jobs to be done.
0:16:35 > 0:16:39"The builder will be back on Monday to do them."
0:16:39 > 0:16:41I said, "OK, fair enough.
0:16:42 > 0:16:45I came up here. I opened the door.
0:16:45 > 0:16:49I looked around and I burst into tears.
0:16:49 > 0:16:52I could not believe what I was looking at.
0:16:52 > 0:16:56When they said, "We'll be back on Tuesday,"
0:16:56 > 0:17:00my mum said to me, "No, they've still not come yet.
0:17:00 > 0:17:04She phoned them. He said, "I'm just waiting for my builder.
0:17:04 > 0:17:08"He's got other jobs. He'll be there next week."
0:17:08 > 0:17:10Next week turned into next month.
0:17:10 > 0:17:14I said, "What the hell's going on?" It made me so angry.
0:17:14 > 0:17:17They literally just disappeared.
0:17:17 > 0:17:21It was shocking, really was shocking how they left it.
0:17:21 > 0:17:24I really don't know, to this day,
0:17:24 > 0:17:26why I did it.
0:17:26 > 0:17:31The only thing I can say is, because of my situation...
0:17:31 > 0:17:33Um...
0:17:33 > 0:17:38Yes, I was grieving. I was a bit round the bend, I think.
0:17:38 > 0:17:43It had been a very, very traumatic experience and...
0:17:43 > 0:17:45- They knew that, didn't they?- Yeah.
0:17:45 > 0:17:49They knew that you were unbalanced and upset.
0:17:49 > 0:17:53- VOICE BREAKING: - It's very, very hard...
0:17:53 > 0:17:57As I say, I'm the sort of person, as you said,
0:17:57 > 0:18:00that I do trust.
0:18:00 > 0:18:03I trust rather too readily, I think.
0:18:03 > 0:18:05Um... And I just...
0:18:05 > 0:18:08I just believed what they said.
0:18:09 > 0:18:11I can understand that.
0:18:11 > 0:18:15There are many people... Give me your hand.
0:18:15 > 0:18:19I'm really sorry you had this situation.
0:18:19 > 0:18:23What I will say is that it's a big learning curve.
0:18:23 > 0:18:27It was a very, very emotional time for you.
0:18:27 > 0:18:31We're here to help you now. I promise you, Carol.
0:18:31 > 0:18:34We're here to help you.
0:18:34 > 0:18:39'If you're feeling vulnerable, like Carol:
0:18:46 > 0:18:51'We've got a lot of work to restore Carol's faith in human nature.
0:18:51 > 0:18:55'We've got just the right team on the job.
0:18:55 > 0:19:00'We'll make sure she has safety certificates for gas and electric,
0:19:00 > 0:19:05'and her windows and doors comply with safety and installation rules
0:19:05 > 0:19:09'agreed by the trade body FENSA and building inspectors.'
0:19:09 > 0:19:13Trevor, you're our man in glass. Nice to meet you.
0:19:13 > 0:19:16We've had problems with the window
0:19:16 > 0:19:19that's been put in the bathroom.
0:19:19 > 0:19:24Describe the main problem as far as FENSA regulations are concerned.
0:19:24 > 0:19:26FENSA are quite specific.
0:19:26 > 0:19:33Any glass in a bathroom, where the glass is immediately above a bath, has to be toughened safety glass.
0:19:33 > 0:19:37If you look on a corner, all toughened safety glass
0:19:37 > 0:19:40has to carry the kite mark there.
0:19:40 > 0:19:43Looking at that glass there,
0:19:43 > 0:19:47there's no kite mark, which tells me that glass isn't toughened.
0:19:47 > 0:19:54'We're going to see what might happen if Carol were to fall against standard glass.'
0:19:54 > 0:19:58I'm going to back well away because glass shattering is dangerous.
0:19:58 > 0:20:01He's going to use a lump hammer.
0:20:01 > 0:20:03Three, two, one...
0:20:05 > 0:20:06Ooh!
0:20:06 > 0:20:07Dear!
0:20:07 > 0:20:09Now, look at that.
0:20:09 > 0:20:12They are absolutely sharp shards.
0:20:12 > 0:20:17- Imagine if she'd fallen against it. - Rip her to pieces, wouldn't it?
0:20:17 > 0:20:19Terrible.
0:20:19 > 0:20:21'Let's see what might happen
0:20:21 > 0:20:25'if you should fall against toughened safety glass.'
0:20:25 > 0:20:28Three, two, one... Drop the hammer.
0:20:31 > 0:20:34'Toughened glass is the safest option.
0:20:34 > 0:20:37'If it does break, it breaks in a special way.'
0:20:40 > 0:20:43That's gone like a car windscreen.
0:20:43 > 0:20:45Safe as houses.
0:20:45 > 0:20:50I would not be doing that with this glass with my bare hands.
0:20:50 > 0:20:54'We're ready to prove these cowboys have cut corners.
0:20:54 > 0:20:58'I've expressed doubts about Carol's bathroom window.
0:20:58 > 0:21:01'Let's see if I'm right.'
0:21:01 > 0:21:03Three, two, one... Drop the hammer.
0:21:06 > 0:21:08Yeah. For sure. Look at that!
0:21:08 > 0:21:12- Not toughened.- Not toughened at all.
0:21:12 > 0:21:18Just look how sharp those shards are. That is a nightmare.
0:21:18 > 0:21:21That was a nightmare waiting to happen.
0:21:21 > 0:21:23- Carol?- Yes.
0:21:23 > 0:21:26That is from your bathroom window.
0:21:27 > 0:21:30If I'd have slipped in the bath...
0:21:30 > 0:21:36Look at the shards. That was cutting corners because it was cheaper.
0:21:36 > 0:21:40Just to let you know the type of characters you're dealing with.
0:21:40 > 0:21:42It's made me feel quite sick.
0:21:42 > 0:21:45'Follow my tip and you don't need
0:21:45 > 0:21:51'to smash the window to find out if it's toughened safety glass.
0:21:51 > 0:21:57'Coming up, what would Carol like to say to her dodgy developer?'
0:21:57 > 0:22:00"Why did you, after we built up a relationship,
0:22:00 > 0:22:05"after weeks and weeks, do something so horrible and so despicable?"
0:22:05 > 0:22:09'There's drama. I come face-to-face with the only builder
0:22:09 > 0:22:11'hired to do this shocking job.'
0:22:11 > 0:22:15I'd done one job for one of the guys and that was on his house.
0:22:15 > 0:22:17Smokey...!
0:22:17 > 0:22:21'So that our team can get busy fixing Carol's bungalow,
0:22:21 > 0:22:24'we're packing her off to a hotel.
0:22:24 > 0:22:27'First, we've got to find Carol's cat Smokey.'
0:22:27 > 0:22:29Smokey!
0:22:29 > 0:22:31Follow me.
0:22:31 > 0:22:35'With Smokey the cat finally lured along with Misty,
0:22:35 > 0:22:40'it's time for Carol to head off for some luxury and a much-needed rest.'
0:22:40 > 0:22:42Off to the cat hotel.
0:22:42 > 0:22:46CAROL LAUGHS
0:22:46 > 0:22:49- I'll strap 'em in. - Well, where am I going?
0:22:49 > 0:22:54- The cats are going to the cat hotel. You're going to a nice hotel.- Right.
0:22:54 > 0:22:57- Bye.- I don't want to see you again...
0:22:57 > 0:23:02- Get in. I don't want to see you again until Thursday.- OK.
0:23:02 > 0:23:06- Have a nice time.- Thank you. - Pamper yourself.- OK.
0:23:06 > 0:23:10- But no going paddling in the sea. - I won't.- See you soon.
0:23:10 > 0:23:12Missing you already!
0:23:15 > 0:23:20'The dodgy developers promised to fill Carol's bungalow with builders.
0:23:20 > 0:23:24'They lied, but we keep our promises.
0:23:24 > 0:23:27'We're fixing the unfinished changes to the layout.
0:23:27 > 0:23:30'There's tons going on.'
0:23:30 > 0:23:33I've got a top tip with an envelope.
0:23:33 > 0:23:35When you're drilling you get debris.
0:23:35 > 0:23:40If you've got textured walls, it gets stuck in the texture.
0:23:40 > 0:23:44Here's a simple exercise. Fold back the envelope.
0:23:44 > 0:23:47You've got the sticky bit. Wet it so it's sticky.
0:23:47 > 0:23:50Or use Sellotape. That's probably best.
0:23:50 > 0:23:52I'm hoping this works.
0:23:52 > 0:23:56Just below where the hole is, stick that up there
0:23:56 > 0:23:58and purse out the bag.
0:23:58 > 0:24:02OK, drill away. And it catches the bits!
0:24:07 > 0:24:11Right, watch this. I'm going to take down the old envelope.
0:24:11 > 0:24:14And inside... Et voila!
0:24:14 > 0:24:16We have said debris.
0:24:16 > 0:24:20Perfect little tip. Very simple.
0:24:20 > 0:24:24'During her property search, Carol was befriended by developers.
0:24:24 > 0:24:30'They said their tradesmen could renovate her bungalow in one week.
0:24:30 > 0:24:33'She paid them £8,300 up-front,
0:24:33 > 0:24:38'but they gave just one builder 750 quid to do all the work.'
0:24:38 > 0:24:43- Had you done loads of work for them in the past?- I'd done one job.
0:24:43 > 0:24:47That was no problem. That was on his house.
0:24:47 > 0:24:49I didn't even know what the job was.
0:24:49 > 0:24:54- Do you know if it was an ex-display kitchen?- I was informed it was.
0:24:54 > 0:24:56When I started to fit it,
0:24:56 > 0:25:00my personal opinion was it looked more like a secondhand one.
0:25:00 > 0:25:05- Did an electrician fit the oven? - I fitted the oven into the housing.
0:25:05 > 0:25:10- I was told they had an electrician to fit it cos I'm not qualified... - ..To do that.
0:25:10 > 0:25:15What about the hob? That has to have somebody with a gas certificate.
0:25:15 > 0:25:20I told them it had to be electrically and gas checked.
0:25:20 > 0:25:22Are you saying, just to clarify,
0:25:22 > 0:25:26that you installed it and wired it up and gassed it up...?
0:25:26 > 0:25:32- It was all turned off and told it had to be checked before the person could come in.- OK.
0:25:32 > 0:25:38What she was left with you're saying you didn't finish it anyway.
0:25:38 > 0:25:43- You got so far but there was lots of work...- Loads of stuff.
0:25:43 > 0:25:46There's more work there than...
0:25:46 > 0:25:49They told me three days' work.
0:25:49 > 0:25:53I did five days to try to get enough of the stuff inside done
0:25:53 > 0:25:55so she could move in.
0:25:55 > 0:26:00- Yes.- Then I heard them promise they'd come back later and do it.
0:26:00 > 0:26:03In your opinion, do you think, Richard,
0:26:03 > 0:26:08- that this was done to a satisfactory level?- Not at all.
0:26:08 > 0:26:13What is your opinion, in the way they've handled the work with Carol?
0:26:13 > 0:26:16"Cowboy" springs to mind.
0:26:16 > 0:26:19'Richard says he's learned his lesson.
0:26:19 > 0:26:25'He vows he'll never touch electrics or gas he's not qualified to work on again.
0:26:25 > 0:26:30'Carol was left living with untested electrics, unsafe gas
0:26:30 > 0:26:32'and dangerous windows.'
0:26:32 > 0:26:36Eventually, I went to the Citizens Advice Bureau.
0:26:36 > 0:26:39It was making me really ill.
0:26:39 > 0:26:44Knocked her self-confidence in a big way.
0:26:44 > 0:26:48She worries about the slightest thing.
0:26:48 > 0:26:51She used to be quite a level-headed person,
0:26:51 > 0:26:53a bit of a fighter, really.
0:26:53 > 0:27:00Obviously, dealing with my dad and whathaveyou, it's taken the wind out of her sails.
0:27:00 > 0:27:03I thought I daren't do anything,
0:27:03 > 0:27:07if anybody wants to see what's to be put right.
0:27:07 > 0:27:11So you can't dust properly. You can't clean properly.
0:27:11 > 0:27:16My kitchen's a mess. I feel as though I'm living in a hovel.
0:27:16 > 0:27:19'Carol's real beef is with the developer.
0:27:19 > 0:27:22'She trusted them and they conned her.
0:27:22 > 0:27:25'We invited him to speak to Carol.
0:27:25 > 0:27:29'He said, "I bet she put on the sweet little old lady act."
0:27:29 > 0:27:34'He said the kitchen was worth £6,500 and came from a show flat.
0:27:34 > 0:27:39'There were a few small jobs left, but he'd done lots for Carol.
0:27:39 > 0:27:41'What would she like to say to him?'
0:27:41 > 0:27:45I'd say, "Why did you do what you did?
0:27:45 > 0:27:48"Why did you not finish the work?
0:27:48 > 0:27:52"Why did you, after we'd built up such a relationship,
0:27:52 > 0:27:57"after weeks and weeks, do something so horrible and so despicable?
0:27:57 > 0:28:01"You introduced me to your wife, your kids and left me in a mess."
0:28:01 > 0:28:06All part of the cowboy builder's ploy, if you like,
0:28:06 > 0:28:08to suck you in.
0:28:08 > 0:28:15'Now Carol's ready to telephone the developer and tell him how she feels, there's a surprise.'
0:28:16 > 0:28:18The number's unavailable.
0:28:18 > 0:28:22'Since we called him, the developer has disconnected his phone.'
0:28:22 > 0:28:27- It's rare that they'll close down their home number.- That is amazing.
0:28:27 > 0:28:29I'm truly surprised.
0:28:29 > 0:28:31For me, now,
0:28:31 > 0:28:34the future is looking bright.
0:28:34 > 0:28:37You haven't seen what's been going on
0:28:37 > 0:28:40because you've been ensconced in a hotel!
0:28:40 > 0:28:44- I've seen the good guys at work and I'm excited!- Are you?
0:28:44 > 0:28:47I'm very excited, Carol.
0:28:48 > 0:28:50'Coming up,
0:28:50 > 0:28:54'I can't wait to see Carol's reaction back at her bungalow.'
0:28:55 > 0:28:57GASPS
0:28:57 > 0:28:59Oh, my God!
0:28:59 > 0:29:04'We'll find out how organisations like Citizens Advice can help people
0:29:04 > 0:29:08'like Carol, who are lured into the cowboy trap.'
0:29:08 > 0:29:12If they need support or someone to fill in forms,
0:29:12 > 0:29:14we'll help clients.
0:29:14 > 0:29:16We can be a full support system.
0:29:16 > 0:29:20'Carol's dodgy developer took over £8,000 to do the work we're doing.
0:29:20 > 0:29:24'The state they left the gas and electrics in
0:29:24 > 0:29:27'was an accident waiting to happen.'
0:29:27 > 0:29:33I was talking to the builder earlier that did the original work.
0:29:33 > 0:29:38He was saying that he fitted the electrics and he fitted the gas,
0:29:38 > 0:29:40which he cannot do!
0:29:40 > 0:29:43- He's not qualified to do that.- No.
0:29:43 > 0:29:48What he was saying was that he'd advised the developer not to use it
0:29:48 > 0:29:53until somebody came in who was qualified to give it certification.
0:29:53 > 0:29:59In my experience, normally, when you phone an electrician and say,
0:29:59 > 0:30:03"Do you mind coming to pass the work?" What's the answer?
0:30:03 > 0:30:07- Absolutely not. - You wouldn't associate yourself?- No.
0:30:08 > 0:30:12'Follow my top tip and you'll stay safe.
0:30:17 > 0:30:20'They should carry them on the job.
0:30:20 > 0:30:25'Qualified guys won't sign off work they haven't done.
0:30:25 > 0:30:28'When Carol realised she'd been conned,
0:30:28 > 0:30:32'she turned to the Citizens Advice Bureau - their service is free.
0:30:32 > 0:30:36'They point you in the right direction when you're in trouble.'
0:30:36 > 0:30:41We empathise but don't get emotional about the issues they're facing.
0:30:41 > 0:30:45We would help her break it down and see it straight.
0:30:45 > 0:30:48Now, Carol's out of pocket by £8,000.
0:30:48 > 0:30:50What would your advice be,
0:30:50 > 0:30:54in terms of legal action and the proceedings thereafter?
0:30:54 > 0:30:59There are things you have to do before you take legal action.
0:30:59 > 0:31:05You have to try to negotiate with the person that's ripped you off or owes you money.
0:31:05 > 0:31:10You have to try that first, then you go with writing letters.
0:31:10 > 0:31:14If they're not answered, you can take court action.
0:31:14 > 0:31:19Citizens Advice can support you, or get the forms from the County Court.
0:31:19 > 0:31:22How can we redress the balance, specifically,
0:31:22 > 0:31:25and get after these guys?
0:31:25 > 0:31:29Be wary of leaflets through the door. Act on recommendations.
0:31:29 > 0:31:31Check out people who send flyers.
0:31:31 > 0:31:35They may be targeting vulnerable people.
0:31:35 > 0:31:37By you reporting it,
0:31:37 > 0:31:41and through the evidence that Citizens Advice collect,
0:31:41 > 0:31:45other people can become aware of these organisations
0:31:45 > 0:31:48or people that are acting locally,
0:31:48 > 0:31:52and help them stop targeting vulnerable people.
0:31:52 > 0:31:56'Citizens Advice helped Carol write letters and complete court papers.
0:31:56 > 0:32:01'Legal action is stressful and, with little chance of getting cash back,
0:32:01 > 0:32:06'Carol's since decided life's too short to waste in court.
0:32:07 > 0:32:10'It's taken Ian's team three days
0:32:10 > 0:32:14'to do the jobs Carol paid her developer to do.
0:32:14 > 0:32:16'The good guys are in.
0:32:16 > 0:32:21'Carol can be confident all the jobs have been done safely.
0:32:21 > 0:32:26'I can't believe the craftsmanship behind the rendering work.'
0:32:26 > 0:32:29I am loving that! How did he do that?
0:32:29 > 0:32:31He's done it freehand,
0:32:31 > 0:32:37bevelled the edges out, so it matches to the original blocks.
0:32:37 > 0:32:42It is a real piece of art, especially if he's done it freehand.
0:32:42 > 0:32:44That is a talent.
0:32:44 > 0:32:49- What's been going on inside? Tell me what you've been doing.- Lots.
0:32:49 > 0:32:54The boys have been working long hours and cracking on.
0:32:54 > 0:32:56Hopefully, we're near the end.
0:32:56 > 0:32:59We have put the bathroom suite in.
0:32:59 > 0:33:04- We've tiled. A few more problems we didn't anticipate as well!- Like?
0:33:04 > 0:33:11The copper gas pipe went from the mains straight to the cooker with no turn-off cock.
0:33:11 > 0:33:15That's, obviously, illegal, so we had to put one of those on.
0:33:15 > 0:33:17More electrics, believe it or not.
0:33:17 > 0:33:21- Lots of bad connections, lights, everything.- Wow.
0:33:21 > 0:33:24It took more time than anticipated.
0:33:24 > 0:33:30- But no stop valve for the gas?- No. - No shut-off valve?- No.- Dangerous.
0:33:30 > 0:33:35I can't wait. It's going to be a fantastic bit of kit to look at.
0:33:35 > 0:33:39I'm sure Carol's going to be well excited.
0:33:39 > 0:33:43- I can't wait to see her face! - Nor can I.
0:33:43 > 0:33:46'The electrics were lethal. The gas was dangerous.
0:33:46 > 0:33:51'The windows were frightening but Trevor, who's amazing with glazing,
0:33:51 > 0:33:54'has done more than we dared dream.'
0:33:54 > 0:33:57Tell us exactly what you have done throughout the property.
0:33:57 > 0:34:02We put new French doors and a new window in, toughened safety glass.
0:34:02 > 0:34:07All with the low emissivity glass to help keep a lot of heat in.
0:34:07 > 0:34:12- It reduces heat loss through the windows and doors.- Crucial.
0:34:12 > 0:34:17- Especially this time of year. - And all part of FENSA regulations.
0:34:17 > 0:34:23When you put in replacement double-glazing, you have to put in low-emissivity glass.
0:34:23 > 0:34:25A key factor of the regulations.
0:34:25 > 0:34:30Importantly, with the safety glass, you replaced that bathroom window.
0:34:30 > 0:34:33A brand new bathroom window. Toughened safety glass.
0:34:33 > 0:34:36We saw what happened in the test.
0:34:36 > 0:34:39- It's not going to cause her harm. - A cracking job.
0:34:39 > 0:34:42Thanks, Trevor. Top man.
0:34:42 > 0:34:46'Three days ago, Carol's bungalow was draughty and dangerous.
0:34:46 > 0:34:50'The developers left a catalogue of disasters.
0:34:50 > 0:34:53'Windows were badly fitted and potentially lethal.
0:34:53 > 0:34:59'Electrics were unsafe and the gas untested. A door led to nowhere.
0:34:59 > 0:35:02'Gaps let the cold come in all over.
0:35:02 > 0:35:07'The toilet didn't flush and the promised shower never materialised.
0:35:07 > 0:35:11'Trevor, Ian and the whole team have worked miracles.
0:35:11 > 0:35:17'I can't wait to see Carol's face when she gets back from the hotel.'
0:35:17 > 0:35:18She's here!
0:35:23 > 0:35:25- Hello, Carol.- Hello!
0:35:25 > 0:35:29- Are you refreshed?- Refreshed? - In that hotel.- Yes, I am.
0:35:29 > 0:35:32- How are you?- I'm all right.
0:35:32 > 0:35:34Are you excited?
0:35:34 > 0:35:36Yes, very!
0:35:36 > 0:35:39- I'm excited, and I've seen it! - Have you?- Yeah.
0:35:39 > 0:35:42Before we take a look at anything,
0:35:42 > 0:35:47- I'm going to give you a quick reveal of outside before we go in.- OK.
0:35:47 > 0:35:51Remind me what the property was like before we arrived.
0:35:51 > 0:35:55- Dare I say?- Yeah. Say what you like.
0:35:55 > 0:35:59An absolute disaster.
0:35:59 > 0:36:02Gaps under the window sills. The toilet didn't flush.
0:36:02 > 0:36:05A bathroom that nobody would want to go into.
0:36:05 > 0:36:10- The kitchen was a disaster. Do you want me to go on?- No more.
0:36:10 > 0:36:13What are you hoping for?
0:36:13 > 0:36:16A nice shower and a bathroom that works,
0:36:16 > 0:36:20and a kitchen sink I can use and wipe down my window sills.
0:36:20 > 0:36:24Oh, no! I didn't realise you wanted that(!)
0:36:24 > 0:36:26Ha-ha!
0:36:26 > 0:36:28Don't tease!
0:36:28 > 0:36:31OK, Carol. Keep those eyes closed for me.
0:36:32 > 0:36:34- Are you ready?- Hm.
0:36:34 > 0:36:38Three, two, one... You're in your new house.
0:36:40 > 0:36:42GASPS
0:36:42 > 0:36:45Oh, my God!
0:36:45 > 0:36:47Look at my tiles!
0:36:47 > 0:36:50SHE LAUGHS
0:36:50 > 0:36:52Fantastic, eh?
0:36:52 > 0:36:55Isn't it amazing what the good guys can do?
0:36:55 > 0:37:00Oh, look! It's just how I imagined it in the beginning.
0:37:00 > 0:37:03Fantastic. Lovely tiles there.
0:37:03 > 0:37:08- They're beautiful.- Paintwork that's matching your kitchen cabinets.
0:37:08 > 0:37:12- Really lovely.- I've got something else to show you.- What's that?
0:37:12 > 0:37:16I've got loads to show you. I want you to turn round...
0:37:16 > 0:37:22- I've got a new oven!- You've got a brand spanking new oven.
0:37:22 > 0:37:27- Brushed stainless steel! - Oh! It's beautiful!
0:37:27 > 0:37:30- I don't believe it. - It's great, isn't it?
0:37:30 > 0:37:33That is absolutely wonderful.
0:37:33 > 0:37:39- The hob is now working properly. - Another light! That is so lovely.
0:37:39 > 0:37:43- Again...- It's all boxed in! - All the pipework's gone.
0:37:43 > 0:37:48That horrible plastic's now gone. All looking great.
0:37:48 > 0:37:51- Let me tell you... - I'm crying.- Are you happy?
0:37:51 > 0:37:54Are you chuffed with it?
0:37:54 > 0:37:59- VOICE BREAKING:- Yeah. I am. - It proves what the good guys can do.
0:37:59 > 0:38:01Do you think?
0:38:01 > 0:38:03Has it given you a bit more faith?
0:38:03 > 0:38:06Yeah?
0:38:06 > 0:38:08'There's so much to take in.
0:38:08 > 0:38:12'The lads went beyond even my wildest dreams.'
0:38:12 > 0:38:16- Remember this little feature?- Yes.
0:38:16 > 0:38:18SHE GASPS
0:38:18 > 0:38:20Oh, look!
0:38:20 > 0:38:24- That's nice.- Isn't that beautiful?
0:38:24 > 0:38:26It's totally different.
0:38:26 > 0:38:28Oh, that...! Oh, look!
0:38:28 > 0:38:32It's all finished properly!
0:38:32 > 0:38:36- It feels warmer in here!- It does. Remember that gaffer tape...?
0:38:36 > 0:38:39- GASPS - Oh, my God!
0:38:39 > 0:38:41No?
0:38:41 > 0:38:43- It's all new!- It is!
0:38:43 > 0:38:46SHE LAUGHS AND SOBS
0:38:46 > 0:38:49- LAUGHING:- Oh, my God!
0:38:52 > 0:38:54Brand new door, window.
0:38:54 > 0:38:57The whole lot. Secure.
0:38:57 > 0:38:59Oh, that is absolutely fantastic.
0:38:59 > 0:39:02- VOICE BREAKING:- Thank you so much.
0:39:02 > 0:39:06It's not the end yet! It is great, though.
0:39:06 > 0:39:11- Unbelievable.- I dread to think what you'll say about the next thing.
0:39:11 > 0:39:13I can't... I just can't...
0:39:13 > 0:39:18- You can't believe it!- I can't! - Can't believe it. Well, believe it.
0:39:18 > 0:39:20Believe it, OK?
0:39:20 > 0:39:24- What we're going to do now is move on...- Right.
0:39:24 > 0:39:26..To. The. Bathroom.
0:39:26 > 0:39:29- No?- Oh, yes!
0:39:29 > 0:39:31- You ready?- Yes.- Come on.
0:39:31 > 0:39:36'And the grand finale, what Carol was promised and never got,
0:39:36 > 0:39:38'the shower over the bath.'
0:39:38 > 0:39:40GASPS
0:39:41 > 0:39:43A shower!
0:39:43 > 0:39:45Oh, my word!
0:39:45 > 0:39:49And a new toilet! It flushes!
0:39:49 > 0:39:56It's absolutely beautiful! Look at the tiles on the floor!
0:39:56 > 0:39:58Oh, my God!
0:39:58 > 0:40:02New light fittings. Nice, isn't it?
0:40:02 > 0:40:05It's absolutely fabulous.
0:40:05 > 0:40:07That horrible window has gone.
0:40:07 > 0:40:12- Yes. That very dangerous window had gone.- Indeed.
0:40:12 > 0:40:17It's looking so beautiful. The guys have done a fantastic job.
0:40:17 > 0:40:21Absolutely magnificent.
0:40:21 > 0:40:25I just want to thank you all so very, very, very much.
0:40:25 > 0:40:29What can I say? I'm overwhelmed. I really am.
0:40:36 > 0:40:40'We fully installed Carol's kitchen with a new electric oven
0:40:40 > 0:40:46'and made gas and electric safe - she's got certificates to prove it.
0:40:49 > 0:40:54'The feature shelf in the archway is professionally finished.
0:40:54 > 0:40:59'There are low heat-loss windows, and toughened glass where necessary.
0:40:59 > 0:41:06'The bathroom has been tiled with a new suite and a wall-mounted shower.
0:41:06 > 0:41:11'Finally, Carol has the retirement home she longed for.
0:41:11 > 0:41:15'There's one final surprise we kept back for best.
0:41:15 > 0:41:18'Neil is here to see his mum's dream come true.'
0:41:18 > 0:41:22- She doesn't know you're here.- Right.
0:41:24 > 0:41:25Oh!
0:41:28 > 0:41:31- What do you think, Neil? - It's fantastic.
0:41:31 > 0:41:35- It's good, eh?- Yes.- Pleased?- Yes.
0:41:35 > 0:41:37I am.
0:41:37 > 0:41:42'Carol was conned by developers after the loss of her husband.
0:41:42 > 0:41:45'Here's the tip. Be wary of new-found friends
0:41:45 > 0:41:49'who promise to help you but help themselves to your cash.'
0:41:49 > 0:41:53He's the best son any woman could ever want in this world.
0:41:53 > 0:41:56What an accolade! Fantastic.
0:41:56 > 0:42:00I want you to really enjoy your new home,
0:42:00 > 0:42:04which is something you wanted to do for a long time.
0:42:04 > 0:42:09I hope we gave you faith in the good guys cos there's lots out there.
0:42:09 > 0:42:11I never, in the whole of my life,
0:42:11 > 0:42:15ever had anybody do anything like this for me.
0:42:15 > 0:42:19I am just... I'm just so grateful.
0:42:21 > 0:42:27Far be it from me to state the obvious, but I think you can say Carol is very happy.
0:42:27 > 0:42:31As far as I'm concerned, it's one up for the good guys.
0:42:32 > 0:42:37'If you've had a problem and would like to tell your story...
0:42:51 > 0:42:54'Help us round up the cowboys.'
0:43:14 > 0:43:17Subtitles by Red Bee Media Ltd