0:00:04 > 0:00:07Today I'm in the northwest, in the market town of Warrington,
0:00:07 > 0:00:09where one unfortunate lady
0:00:09 > 0:00:12was left devastated by cowboy builders.
0:00:12 > 0:00:15To see outside, to me is a nightmare.
0:00:15 > 0:00:19I'm just not used to living... basically in a tip.
0:00:19 > 0:00:23Jean's so-called builders took advantage of her good nature,
0:00:23 > 0:00:24and left her high and dry.
0:00:24 > 0:00:29I was brought up that if you treat somebody properly,
0:00:29 > 0:00:32they will reciprocate and treat YOU well -
0:00:32 > 0:00:34but it doesn't work like that now.
0:00:34 > 0:00:36It seems everybody's out for what they can get.
0:00:36 > 0:00:41Today, I'm going to show you some HUGE building blunders, and you won't believe your eyes.
0:00:41 > 0:00:47I just hope that nobody else falls into the trap that I fell into.
0:00:47 > 0:00:50My team and I are here to address the mess
0:00:50 > 0:00:52those cowboy builders leave behind.
0:00:52 > 0:00:55Wow! Oh, my...
0:00:55 > 0:01:01If you take on board all my advice and top tips, you won't go falling into the cowboy trap.
0:01:09 > 0:01:14'Today's Cowboy Trap is the terrible tale of trusting gran Jean,
0:01:14 > 0:01:18'who was played like a cash machine by a cowboy con artist.'
0:01:18 > 0:01:21He'd asked for the first thousand pound for the digger,
0:01:21 > 0:01:25and I just kept handing money over left, right and centre - it was just
0:01:25 > 0:01:29£1,000 here, £6,000 there, £5,000 there...
0:01:29 > 0:01:34'It's an expensive lesson for Jean, and a big warning for us all to be on our guard
0:01:34 > 0:01:39'against new acquaintances who pretend to be our best friends.'
0:01:39 > 0:01:43My brother took the last £1,000 and put it in his safe, he wouldn't let me have it.
0:01:43 > 0:01:47Because, he said, "They're not having any more money off you."
0:01:47 > 0:01:51And that was... The pot ran dry.
0:01:51 > 0:01:55'Jean has been left living in a granny annexe with dangerous electrics,
0:01:55 > 0:01:57'defective plumbing, leaky roof,
0:01:57 > 0:02:00'and gaping holes around the doors and windows.
0:02:00 > 0:02:04'The cowboy builders have even left behind their crowning glory...
0:02:04 > 0:02:07'she has her own moat outside the back door.
0:02:09 > 0:02:11'Yes, today we're in Warrington,
0:02:11 > 0:02:17'where Jean Pownall hoped to build the perfect granny annexe onto her daughter's house.
0:02:17 > 0:02:22'But Jean became a cash machine for the builder who milked her bank account dry.
0:02:22 > 0:02:28'Jean fell headlong into the cowboy trap, and her dreams for a perfect retirement home lay in ruins.'
0:02:28 > 0:02:30I couldn't live with myself.
0:02:30 > 0:02:32Do you know what I mean?
0:02:32 > 0:02:38Because I'd made such a stupid fool of myself by doing this.
0:02:38 > 0:02:42And as I say, I hope nobody else does it, and I hope they realise
0:02:42 > 0:02:45it's so easy for a woman on her own.
0:02:45 > 0:02:48'Recently widowed Jean was recovering from cancer.
0:02:48 > 0:02:54'Her retirement savings were being swallowed up in rent, so she wanted to live with daughter Sarah.
0:02:54 > 0:02:58'A plan was hatched to build a granny annexe onto Sarah's house.'
0:02:58 > 0:03:01I'd been renting for two-and-a-half years,
0:03:01 > 0:03:05and at £600 a month, my money was disappearing very fast.
0:03:05 > 0:03:09'Plans for Jean's dream granny annexe were quickly drawn up.'
0:03:10 > 0:03:15It was going to cost 25, 28 maximum,
0:03:15 > 0:03:17and that was everything.
0:03:17 > 0:03:20That was inside, painted - everything.
0:03:20 > 0:03:23Outside, you know, there was to be
0:03:23 > 0:03:26a wall here, that went round the corner with a gate on.
0:03:26 > 0:03:31The front was going to be... It was all somehow going to be levelled -
0:03:31 > 0:03:34you know, I don't know how -
0:03:34 > 0:03:36and we would be able to park in front.
0:03:37 > 0:03:40'The one-bed, living room, kitchen and bathroom granny annexe
0:03:40 > 0:03:42'was close to becoming a reality.
0:03:42 > 0:03:47'Jean's £35,000 savings would comfortably pay for it -
0:03:47 > 0:03:49'and even better, with the builder available now
0:03:49 > 0:03:51'the job would only take ten weeks,
0:03:51 > 0:03:56'so Jean would be able to move in quickly, and save a precious £600 rent every month.'
0:03:57 > 0:04:03Before I'd really got time to debate whether it was exactly what I wanted,
0:04:03 > 0:04:06he'd got erm...an architect involved.
0:04:07 > 0:04:10'Follow my top tip to stay out of trouble.
0:04:10 > 0:04:12'If negotiations move too fast for you,
0:04:12 > 0:04:14'don't be afraid to slow things down
0:04:14 > 0:04:17'until you fully understand and agree with everything
0:04:17 > 0:04:18'that's being decided.
0:04:18 > 0:04:21'Mistakes can be very costly.
0:04:22 > 0:04:25'Jean had been handing out cash hand over fist -
0:04:25 > 0:04:29'but when her money ran out, so did the builder.
0:04:29 > 0:04:32'Out of funds, Jean couldn't afford to pay rent any more,
0:04:32 > 0:04:34'and had no choice but to move in -
0:04:34 > 0:04:37'even though her granny annexe was unfinished.'
0:04:38 > 0:04:42They knew the roof was leaking, the windows and doors weren't sealed
0:04:42 > 0:04:44and the outside was like this,
0:04:44 > 0:04:48but all those things were going to cost money. And I didn't have money.
0:04:48 > 0:04:53'The original quote was for a maximum £28,000.
0:04:53 > 0:04:57'But by the time Jean moved in, she had parted with £42,000.
0:04:57 > 0:05:01'She was left with a leaky roof, unfinished windows and doors,
0:05:01 > 0:05:03'a gaping hole outside her back door,
0:05:03 > 0:05:06'poor plumbing, lethal electrics,
0:05:06 > 0:05:09'and wasted materials abandoned outside.'
0:05:09 > 0:05:10Well, once they knew
0:05:10 > 0:05:14that the last £2,000, I think it was, that they got was all I...
0:05:14 > 0:05:16I'd got nowhere to get it from.
0:05:16 > 0:05:18I sold my car.
0:05:18 > 0:05:24I had a new Fiesta, and I sold it and I've got a 13-year-old Jeep now.
0:05:24 > 0:05:29'Coming up: An independent inspector gives their verdict on the work done
0:05:29 > 0:05:31'on Jean's granny annexe.'
0:05:31 > 0:05:34It's completely unsafe. One of the doors didn't close,
0:05:34 > 0:05:37there was a big gap in the top of the door letting a draught in,
0:05:37 > 0:05:40and that's before we even start talking about the plumbing.
0:05:42 > 0:05:44You know, there are certain aspects of our society
0:05:44 > 0:05:48that are most vulnerable to cowboy builders and rogue traders,
0:05:48 > 0:05:51and that's single women and old age pensioners,
0:05:51 > 0:05:56And here we have Jean, a 68-year-old pensioner that's been done over by a very big rogue indeed.
0:05:56 > 0:06:00Time for me to take a look at the evidence for myself.
0:06:01 > 0:06:04- Hello, Jean?- Yes.- Hi, I'm Clive Holland from Cowboy Trap.
0:06:04 > 0:06:06Oh, hello, pleased to meet you. Come in.
0:06:06 > 0:06:12- Thank you. I want to check out just how naughty these builders have been in your property.- Oh, please do.
0:06:13 > 0:06:17'Jean didn't notice the serious problems until she moved in.
0:06:17 > 0:06:20'Recovering from cancer, she shouldn't have to struggle
0:06:20 > 0:06:22'in her new home.'
0:06:22 > 0:06:24Wow. This looks a little bit rickety...
0:06:24 > 0:06:26That must be tricky for you, Jean.
0:06:26 > 0:06:29It's dreadful - and in the ice it was just unbelievable.
0:06:29 > 0:06:32It really was... you know, very dangerous.
0:06:32 > 0:06:34- And look at the gap there, as well. - I know.
0:06:34 > 0:06:40But this is what I'm more concerned about, with you not being so brilliant on your feet.
0:06:40 > 0:06:44- Like you rightly say, when that's... - When it was icy and snowy, it was very dangerous.
0:06:44 > 0:06:48- Yeah. We need to address that.- Yes. - We need to address that somehow.
0:06:48 > 0:06:50That door's not hanging too brilliant, either.
0:06:50 > 0:06:54No, there's about a half-inch or so gap at the top.
0:06:54 > 0:06:57I can erm...sort of see daylight out of it when I'm sat down.
0:06:57 > 0:06:59You can see right through that?
0:06:59 > 0:07:03Yes, I have to sit with a rug round my legs because of the...
0:07:03 > 0:07:05- Because of the cold?- Yes. Yeah.
0:07:05 > 0:07:08Well, you're losing all heat out of there as well so
0:07:08 > 0:07:11it's costing you more money to run your heating while that's happening.
0:07:11 > 0:07:14OK, we'll look at that, and I'll look at that from inside
0:07:14 > 0:07:16but you be careful going over there.
0:07:17 > 0:07:19'The finish isn't much better inside,
0:07:19 > 0:07:24'and I don't like the look of these electric sockets at all.'
0:07:24 > 0:07:29So... Problems in your bedroom area, for instance...
0:07:29 > 0:07:31What problems do you have here?
0:07:31 > 0:07:34Erm... the socket's falling off the wall.
0:07:34 > 0:07:38You put the plug in, and the socket comes out with the plug.
0:07:38 > 0:07:41- Oh... That is dangerous.- Yes.
0:07:41 > 0:07:44Right, I know you've got problems in your en suite...
0:07:44 > 0:07:46'This bathroom layout's a mess -
0:07:46 > 0:07:50'especially considering it was designed especially for Jean,
0:07:50 > 0:07:52'and the builder KNEW she wasn't good on her feet!'
0:07:52 > 0:07:54The washbasin, as you can see, is...
0:07:54 > 0:07:56It looks more like a finger bowl!
0:07:56 > 0:07:59Yes, well, once you've got your hands in it, it's full.
0:07:59 > 0:08:02So to wash your face, it's just more or less impossible.
0:08:02 > 0:08:05- It would be with one of my big dabs! - Yes, I'm afraid it would.
0:08:05 > 0:08:07Look where it's situated as well.
0:08:07 > 0:08:09- How do you get in?- You can't. You can't stand in front of it.
0:08:09 > 0:08:13I can wash my hands only. But to have an actual wash...
0:08:13 > 0:08:15I have to stand in the bath to have a wash.
0:08:15 > 0:08:17That's bonkers. Absolutely bonkers.
0:08:17 > 0:08:23In terms of the bath, obviously you've got your disabled bath there.
0:08:23 > 0:08:25What's the problem there?
0:08:25 > 0:08:30The problem mainly is, when the washer empties, it fills up the bath.
0:08:30 > 0:08:35If I've had an actual bath in it, it takes 20 minutes to empty.
0:08:35 > 0:08:38And of course with it being a walk-in bath,
0:08:38 > 0:08:40I have to sit in it while it's emptying.
0:08:40 > 0:08:44Because unless it's emptied, I can't open the door.
0:08:44 > 0:08:46So we've got plumbing issues there.
0:08:46 > 0:08:52We've got electrical issues in the bedroom, we've got plumbing issues inside your en suite...
0:08:52 > 0:08:54The Xpelair doesn't work either.
0:08:54 > 0:08:56- Oh, the extractor fan doesn't?- No.
0:08:56 > 0:08:59Ah. I can see one of the reasons why - it's actually a wall fan.
0:08:59 > 0:09:02That pull cord is for wall-mounting...
0:09:02 > 0:09:04Right.
0:09:04 > 0:09:08So we'll get the electricians in and we'll investigate that as well.
0:09:08 > 0:09:10It's certainly not fit for purpose.
0:09:10 > 0:09:14'We can't have Jean stranded in the bath, waiting for the freezing cold water to drain
0:09:14 > 0:09:17'before she can open the door and get out.
0:09:17 > 0:09:21'We'll also have to investigate why the washing machine is emptying into the bath.
0:09:21 > 0:09:23'The kitchen is the next port of call.'
0:09:23 > 0:09:25Now...
0:09:25 > 0:09:28- Ooh, compact and bijou(!) - Very. Yes, very.
0:09:28 > 0:09:30- Certainly can't get lost in here. - Yeah!
0:09:30 > 0:09:33OK, so that's where the washing machine's attached then,
0:09:33 > 0:09:36- to the waste...- Yes.
0:09:36 > 0:09:38..that's connected with your bath and
0:09:38 > 0:09:41your sink that's in the en suite.
0:09:41 > 0:09:43In the en suite, yes.
0:09:43 > 0:09:45The skirting looks a bit higgledy-piggledy.
0:09:45 > 0:09:47I know, it's a mess, isn't it?
0:09:47 > 0:09:52And down the side of the fridge are two double sockets,
0:09:52 > 0:09:56which of course stand about an inch proud from the wall.
0:09:56 > 0:09:58Not that I could ever use them down there anyway.
0:09:58 > 0:10:01- You couldn't get to 'em. - No. I couldn't.
0:10:01 > 0:10:02'Here's a tip.
0:10:02 > 0:10:06'New building work and electrics are governed by strict regulations,
0:10:06 > 0:10:10'and you need certificates to prove your job meets them.
0:10:10 > 0:10:13'You'll need these certificates when you come to sell your home.
0:10:13 > 0:10:15'Jean DOES have certificates,
0:10:15 > 0:10:18'but the paperwork for the electrics is incomplete.
0:10:18 > 0:10:20'They should be checked.'
0:10:20 > 0:10:24So what could we do for you that would make life better?
0:10:25 > 0:10:28Well, really, if it's safe.
0:10:28 > 0:10:31I would like to know that it's safe.
0:10:31 > 0:10:34- OK. On the electrical side...- Yes. Definitely on the electrical side.
0:10:34 > 0:10:39And the plumbing - I would like the water disappear out of the bath...
0:10:39 > 0:10:42- Of course. - ..in a reasonable length of time.
0:10:42 > 0:10:46And outside, when I go out the back door, I would like to know that
0:10:46 > 0:10:50- I wasn't going to break my neck or fall down a two-foot hole.- Yes.
0:10:50 > 0:10:55Erm... You know, there's things I CAN live with,
0:10:55 > 0:10:57but some things are important.
0:10:57 > 0:11:00I can nearly watch the sun set when I'm sat in the lounge,
0:11:00 > 0:11:02through the gap in the top of the back door...
0:11:02 > 0:11:05And you can feel the gale force winds coming in.
0:11:05 > 0:11:08Well, I sit with a blanket round my legs every night,
0:11:08 > 0:11:10because I'm in direct line of it.
0:11:10 > 0:11:14So there are, you know... Some things are worse than others, I know, but...
0:11:14 > 0:11:17OK. Well, look, Jean - leave it with me. All right?
0:11:17 > 0:11:19I'm going to get the good guys in,
0:11:19 > 0:11:23and very soon I'll hope to be showing you
0:11:23 > 0:11:26exactly what the good guys can do.
0:11:26 > 0:11:29'Jean gave her builder every penny she had.
0:11:29 > 0:11:31'She managed to get the roof and gutters fixed,
0:11:31 > 0:11:34'but simply can't afford to put right the other wrongs.
0:11:34 > 0:11:38'We need to make the outside of Jean's granny annexe safe,
0:11:38 > 0:11:40're-hang the door to stop the draughts,
0:11:40 > 0:11:43'investigate all those plumbing problems,
0:11:43 > 0:11:46'make sure they're properly fixed, and even more importantly
0:11:46 > 0:11:48'we'll be running vital electrical tests
0:11:48 > 0:11:51'on all those dangerous-looking sockets.
0:11:51 > 0:11:55'And here come the good guys who can make that all happen.
0:12:01 > 0:12:05'Before we get started, independent building inspector Chris McCarthy
0:12:05 > 0:12:07'is going to give me HER verdict
0:12:07 > 0:12:10'on building work done by Jean's so-called builders.'
0:12:10 > 0:12:13Now, either that's Mary Poppins or it's Chris. How are you, Chris?
0:12:13 > 0:12:15- I'm OK.- Good to see you.
0:12:15 > 0:12:19I noticed you're taking a look at this bit of a debacle
0:12:19 > 0:12:22of an extension to the property - well, an annexe, really, for Jean.
0:12:22 > 0:12:25I know you've had a chance to look around, both inside and out.
0:12:25 > 0:12:27What's your opinion of what's gone on in there?
0:12:27 > 0:12:30Erm, it is a bit hard to say WHAT'S gone on in there,
0:12:30 > 0:12:33because there's an awful lot of problems that are going on.
0:12:33 > 0:12:35We had a look at the spaghetti junction
0:12:35 > 0:12:37that is the electrics that's in there,
0:12:37 > 0:12:41and again I find it hard to believe that they were done by someone
0:12:41 > 0:12:43that was of approved quality, which of course then undermines
0:12:43 > 0:12:47the electrics in the main house as well as the electrics in the annexe.
0:12:47 > 0:12:51So that's one of the issues. And also, to go back and remedy that
0:12:51 > 0:12:53is going to be a bigger problem as well
0:12:53 > 0:12:56because of the implications or any electrician that comes in.
0:12:56 > 0:12:59And because Jean, again, she's a bit dodgy on her pins...
0:12:59 > 0:13:02You know, just out by the threshold of the front door here,
0:13:02 > 0:13:07and the back door that led onto the decking area - great big gaps.
0:13:07 > 0:13:11Yeah, gaps in everything. Just no attention to detail.
0:13:11 > 0:13:13I mean, it's completely unsafe -
0:13:13 > 0:13:16before we even start talking about the plumbing to the building
0:13:16 > 0:13:19or the actual finishes themselves, which were just...well,
0:13:19 > 0:13:21rough as many an expression.
0:13:21 > 0:13:25Yes, exactly. And I think they've sort of affected every single aspect of this build.
0:13:25 > 0:13:29I'm completely shocked that a building inspector's looked at it...
0:13:29 > 0:13:32and I think Jean was saying that when they came out,
0:13:32 > 0:13:34they advised her that she needed a fire alarm fitted.
0:13:34 > 0:13:38And quite frankly, to be able to walk past any of this and not see it as a problem -
0:13:38 > 0:13:42let alone the numerous other things that are in the property -
0:13:42 > 0:13:43that troubles me.
0:13:43 > 0:13:47It is a poor job. And with that in my mind - this is the crucial bit -
0:13:47 > 0:13:50what sort of mark out of ten would you give these...
0:13:50 > 0:13:53I'm not going to call them builders. What sort of mark out of ten
0:13:53 > 0:13:55would you give these guys that did this work?
0:13:55 > 0:13:58There are some elements of the work that are passable.
0:13:58 > 0:14:01The brickwork itself isn't too bad in places.
0:14:01 > 0:14:02The mortar joints are a bit big.
0:14:02 > 0:14:04So a bit of credit's got to be due -
0:14:04 > 0:14:06but the fact that they've taken so much money,
0:14:06 > 0:14:09the way that they've run it and haven't put a contract in place,
0:14:09 > 0:14:15I think maybe three... Possibly four if I was feeling a bit generous.
0:14:15 > 0:14:18OK. Well, three or four - it's just not good enough, simple as that.
0:14:18 > 0:14:20'Four out of ten!
0:14:20 > 0:14:24'And Chris raises some valid questions about the building inspector
0:14:24 > 0:14:26'who signed off this terrible work,
0:14:26 > 0:14:29'which I definitely want to investigate further.
0:14:29 > 0:14:32'Coming up: I'll make a very surprising discovery
0:14:32 > 0:14:35'about the identity of Jean's builder.'
0:14:35 > 0:14:38He was always very attentive to her.
0:14:38 > 0:14:42You know, he was... He seemed very nice to her,
0:14:42 > 0:14:46to her, so for him to just walk out the way he did, to me didn't seem...
0:14:46 > 0:14:49You know, I wasn't expecting it, let's put it that way.
0:14:52 > 0:14:56'Pensioner Jean Pownall spent her life savings - £42,000 -
0:14:56 > 0:14:59'on a granny annexe which she was promised
0:14:59 > 0:15:01'would cost no more than 28 grand.
0:15:01 > 0:15:05'We've got the good guys in now. So what's the plan?
0:15:05 > 0:15:07'Paul is running the job today,
0:15:07 > 0:15:10'and he doesn't like the look of Jean's electrics at all.'
0:15:10 > 0:15:12- It's a real spaghetti junction in there.- Yeah.
0:15:12 > 0:15:13Erm...
0:15:13 > 0:15:17Then we're going to look at the plumbing, which is horrendous.
0:15:17 > 0:15:20What else are we going to do in terms of outside?
0:15:20 > 0:15:22Well, we want to make sure she can get in and out safely.
0:15:22 > 0:15:24That's mainly finishing the decking off.
0:15:24 > 0:15:28Brilliant. Keep up the good work, and stay out of this horrible rain.
0:15:29 > 0:15:33'Our guys have got a big job ahead making Jean's granny annexe safe.
0:15:33 > 0:15:35'So by now, you're probably wondering
0:15:35 > 0:15:38'why Jean put so much trust in her builder -
0:15:38 > 0:15:41'so much trust, she has no contract or invoices.
0:15:42 > 0:15:45'That's because she knew him already.'
0:15:45 > 0:15:48My daughter was erm... was going out with this man,
0:15:48 > 0:15:50he was living here more or less,
0:15:51 > 0:15:56and he decided that him and his...
0:15:57 > 0:15:59..family if you like, cousins and that,
0:15:59 > 0:16:01they were people who could build.
0:16:01 > 0:16:04They took me round the corner to a house and showed me -
0:16:04 > 0:16:06only from the outside -
0:16:06 > 0:16:08one that they'd already done,
0:16:08 > 0:16:13and they could get it built, cover the architect...
0:16:13 > 0:16:16you know, sort the architect, and sort everything out.
0:16:16 > 0:16:19'Sarah's daughter - Jean's granddaughter -
0:16:19 > 0:16:23'remembers how they ALL thought the granny annexe was a great idea.'
0:16:23 > 0:16:28It was my mum's boyfriend's idea to put an annexe on my mum's house
0:16:28 > 0:16:30so she's got a bit more security.
0:16:30 > 0:16:36So my mum's always there, she's got a flat floor and can move around.
0:16:36 > 0:16:39It's been quite a difficult few years with her.
0:16:39 > 0:16:42So yeah, that was just the idea to get it all done.
0:16:43 > 0:16:47'With the boyfriend and his cousin doing the build, none of the family
0:16:47 > 0:16:50'expected ANYTHING could possibly go wrong.
0:16:50 > 0:16:54'And the granny annexe would save Jean paying out for rent, too.'
0:16:54 > 0:16:58They didn't like the fact that I was paying £600 a month rent,
0:16:58 > 0:17:04and they thought I should have somewhere more permanent.
0:17:04 > 0:17:09So...it was discussed that Sarah had this annexe built on for me.
0:17:09 > 0:17:13And sort of straight away, Paul said,
0:17:13 > 0:17:15"I can do that. That's what we do.
0:17:15 > 0:17:18"We can do everything from start to finish."
0:17:18 > 0:17:20This is your daughter's boyfriend at the time,
0:17:20 > 0:17:24- said, "Look, we can build you this annexe"...- Yes.
0:17:24 > 0:17:26Everything. We can do everything.
0:17:26 > 0:17:29Now, was this a written agreement between the two parties?
0:17:29 > 0:17:31No. Only me wrote it down.
0:17:31 > 0:17:36I wrote everything down - but nothing official, nothing official at all.
0:17:36 > 0:17:38So you didn't get the builder to sign
0:17:38 > 0:17:40exactly what was going to be carried out.
0:17:40 > 0:17:42I didn't. I didn't do anything like that.
0:17:43 > 0:17:45'Some builders prey on the vulnerable,
0:17:45 > 0:17:47'including single women and pensioners,
0:17:47 > 0:17:50'so follow my top tip to stay safe.
0:17:50 > 0:17:53'It's always a good idea to get someone else involved -
0:17:53 > 0:17:56'someone impartial to discuss your project with,
0:17:56 > 0:18:00'who won't have the same emotional attachment as you.
0:18:00 > 0:18:04'Jean's daughter handed over all her mum's cash to the builder and his cousin.
0:18:04 > 0:18:07'Jean didn't even understand what it was all for.'
0:18:07 > 0:18:11I haven't got one receipt. None at all.
0:18:11 > 0:18:17I have two cheque stubs that went to the erm...
0:18:17 > 0:18:20- surveyors, I think they were. - Yeah, the build inspectors.
0:18:20 > 0:18:22The inspectors, yes.
0:18:22 > 0:18:24Now, they were, um...
0:18:24 > 0:18:28On behalf your local building council, they actually got the
0:18:28 > 0:18:33go-ahead to take over that job, to inspect the work.
0:18:33 > 0:18:37Yes, I didn't do anything about that. They organised all that.
0:18:37 > 0:18:44New properties must be inspected by the local authority to make sure they meet building regulations.
0:18:44 > 0:18:47Very occasionally, the authority may accept the report
0:18:47 > 0:18:50from private inspectors, which is what happened here.
0:18:50 > 0:18:54We called to account the boss of the firm that signed off
0:18:54 > 0:19:01the work originally, and asked him to explain how such shoddy work got passed by one of his inspectors.
0:19:01 > 0:19:05Now, obviously, we've looked at the build, we've had independent
0:19:05 > 0:19:09surveyors and other experts take a look at it,
0:19:09 > 0:19:12and I know you've had a look at it since you've been here.
0:19:12 > 0:19:17It's not a good build, it's not a good build in their opinion, in my opinion.
0:19:17 > 0:19:23- I don't know how you feel about it. - No, in fact, when you get close into it, it's quite appalling.- Yeah.
0:19:23 > 0:19:29We did make comments about the quality of the building at the time, when we carried out our inspections.
0:19:29 > 0:19:31Was that to the builder?
0:19:31 > 0:19:33We made those comments in our notes,
0:19:33 > 0:19:37because there's the differential between quality and whether or not
0:19:37 > 0:19:41it complies with the building regulations, and we took the
0:19:41 > 0:19:45view that, whilst the quality was poor, it was sufficient to comply with the regulations.
0:19:45 > 0:19:50Did you think, each time you visited and spoke to this builder...
0:19:50 > 0:19:54do you feel that he complied with what you wanted?
0:19:54 > 0:20:00We went to considerable lengths with this particular project to discuss with the builder
0:20:00 > 0:20:03the subsequent parts of the project that he was going to build.
0:20:03 > 0:20:07We went into details about how he was going to deal with cold-bridging, insulating the walls,
0:20:07 > 0:20:13insulating the roof, etc, and took some time in doing that.
0:20:13 > 0:20:17It appears to me that what's actually happened is that advice
0:20:17 > 0:20:21has been completely disregarded and he's carried on with the work
0:20:21 > 0:20:27willy-nilly and covered up work that has been concealed that we haven't been able to see as non-complying.
0:20:27 > 0:20:30I think, given a second chance, you wouldn't have passed this.
0:20:30 > 0:20:33Hand on heart, I don't think you'd have passed this work.
0:20:33 > 0:20:37There are a couple of areas where we would have perhaps made additional notes,
0:20:37 > 0:20:42but whether or not we would have issued a final certificate...
0:20:42 > 0:20:45quite probably.
0:20:45 > 0:20:46Quite probably?
0:20:46 > 0:20:48- We would have done.- You would?!
0:20:48 > 0:20:53That's shocked me cos I like your honesty.
0:20:53 > 0:20:55I really like the fact that you're putting your hands up.
0:20:55 > 0:20:59I don't believe, Philip... Seriously now, I don't believe...
0:20:59 > 0:21:01I understand you've got to toe that party line.
0:21:01 > 0:21:03I don't believe you would.
0:21:03 > 0:21:06Looking in your eyes now, I don't seriously believe,
0:21:06 > 0:21:10if you're honest and being honest, you would've passed that. Come on!
0:21:10 > 0:21:14- We take experience to the heart... - Yes.
0:21:14 > 0:21:18..and there are certain matters relating to this extension that I'm taking back
0:21:18 > 0:21:21and we will be making one or two slight changes.
0:21:21 > 0:21:22Well, what about that?
0:21:22 > 0:21:27The builders did cover up things the inspectors say they were unaware of,
0:21:27 > 0:21:31starting no doubt with those dodgy electrics and appalling plumbing.
0:21:31 > 0:21:37Coming up, why did poor Jean end up handing over so much money to her builders?
0:21:37 > 0:21:39I paid for everything.
0:21:39 > 0:21:41I paid for clothing for them when it was raining...
0:21:43 > 0:21:47Jean Pownall's bank account was cleaned out by the builder and his cousin who said their team could
0:21:47 > 0:21:53construct the dream granny annexe alongside her daughter's house, but they left her with a leaky roof,
0:21:53 > 0:21:57unsealed windows, appalling plumbing and illegal electrics.
0:21:57 > 0:22:03We've got the good guys in now, making Jean safe, and there's lots to do.
0:22:03 > 0:22:11We've filled in Jean's treacherous moat and completed the decking outside her door. And great news...
0:22:11 > 0:22:13Paul has solved the mystery of the slow-draining bath.
0:22:13 > 0:22:15Well, here you see the pipe...
0:22:15 > 0:22:20There's actually no bore at all in that pipe. Very, very minimal light.
0:22:20 > 0:22:23- Can hardly see any light at all! - Yeah, it's, um...
0:22:23 > 0:22:25- Oh, is it really that gunked up? - Yeah, yeah.
0:22:25 > 0:22:27What is it full of?
0:22:27 > 0:22:30It's tile adhesive and grout mainly.
0:22:30 > 0:22:34Not very hygienic, is it? I'm glad it's you handling it, not me.
0:22:34 > 0:22:36In fact, you've got a bucket down there.
0:22:36 > 0:22:40- Just shake that out for us.- Yeah, no problem. I can do that for you.
0:22:42 > 0:22:46- And that is half the bore from the pipe.- Look at that!
0:22:46 > 0:22:51It was completely blocked up with tile adhesive and grout.
0:22:51 > 0:22:54I tell you what, Jean reckoned it took about 20 minutes for the water
0:22:54 > 0:22:58to go down and she had to sit in tepid water. I reckon, looking at that, it must've been longer.
0:22:58 > 0:23:01I feel sorry for poor Jean.
0:23:01 > 0:23:05Recovering from cancer, she was vulnerable and far too willing
0:23:05 > 0:23:08to dish out the readies to her builders to get her new home built.
0:23:08 > 0:23:13I used to go to the bank more or less every day,
0:23:13 > 0:23:15and it was quite, you know...
0:23:15 > 0:23:21quite a joke with the girls in the bank because they used to say, "Have we got a roof yet, Jean?"
0:23:21 > 0:23:25I used to order 6,000 for tomorrow, 7,000 for...
0:23:25 > 0:23:28you know, and that was how I paid.
0:23:28 > 0:23:32It all started by my nan just kind of handing out money.
0:23:32 > 0:23:36Whenever Paul asked for it, my nan was just giving out money.
0:23:36 > 0:23:42By the time Jean's builders were done, she'd handed over around £42,000.
0:23:42 > 0:23:48A granny annexe of this size should cost around 30 grand, so where does she think all the money went?
0:23:48 > 0:23:50I paid for their...
0:23:50 > 0:23:55erm, electric cutters, electric saws, things...
0:23:55 > 0:23:59spades and brushes. I paid for everything.
0:23:59 > 0:24:01I paid for clothing for them when it was raining.
0:24:01 > 0:24:03Wow!
0:24:03 > 0:24:07Just remind me about what happened with the electrician, when they said the electrician
0:24:07 > 0:24:09needs paying before he actually begins work.
0:24:09 > 0:24:12Why did the electrician need paying?
0:24:12 > 0:24:14Well, he needed a van.
0:24:14 > 0:24:20So I heard that they paid him up front because he needed a van.
0:24:20 > 0:24:22- You mean YOU paid him up front via them?- Yes.
0:24:22 > 0:24:25They came to you and asked for the money and they said to you...
0:24:25 > 0:24:27They didn't tell me what it was for.
0:24:27 > 0:24:29They didn't tell me that it was to pay...
0:24:29 > 0:24:35I found out afterwards that they'd paid the electrician up front because he needed a van,
0:24:35 > 0:24:41and I also found out they had bought a van between them and I'd paid £300 towards that as well.
0:24:43 > 0:24:46- How does it make you feel? - I was so hurt, really,
0:24:46 > 0:24:49that they'd do that to me.
0:24:49 > 0:24:53They knew that I had a maximum.
0:24:53 > 0:24:56I'd said 30 but they knew I'd got 35.
0:24:56 > 0:25:02And when that ran out, ten o'clock one morning, Paul just walked out the door and never came back,
0:25:02 > 0:25:07leaving my nan and my mum completely clueless to what was going on.
0:25:07 > 0:25:09Follow my top tip.
0:25:09 > 0:25:10It's a very good idea
0:25:10 > 0:25:14to have a contingency fund when you plan your building project.
0:25:14 > 0:25:17There are often unforeseen additional costs
0:25:17 > 0:25:21but do not reveal to your builder you have extra cash in reserve.
0:25:21 > 0:25:25The bad guys will almost certainly take it off you.
0:25:25 > 0:25:27As I say, I sold my car and everything,
0:25:27 > 0:25:33and my brother took the last £1,000 I had and put in his safe, and he said, "They're not having it."
0:25:33 > 0:25:37- And...- That's how desperate things get, isn't it?- I know. - To protect you.
0:25:37 > 0:25:41Coming up, I want to know what effect the boyfriend builder
0:25:41 > 0:25:46has had on Jean's relationship with her daughter and what she'd like to say to the builder now.
0:25:46 > 0:25:53I'd like to ask them why, really, why they think that they can leave me in the state that they've left me in
0:25:53 > 0:25:56and taken so much money off me and then just walked away.
0:25:58 > 0:26:03Our good guys have been really busy filling in the moat alongside Jean's decking,
0:26:03 > 0:26:05sorting out that appalling plumbing,
0:26:05 > 0:26:10inspecting the loose electrical sockets and sealing the doors and windows,
0:26:10 > 0:26:17but we're going so much further to make poor Jean warm, safe and comfy in her dream granny annexe.
0:26:17 > 0:26:23We're fixing skirtings, painting, and giving this job the kind of finish you expect
0:26:23 > 0:26:25when you get the professionals in.
0:26:25 > 0:26:29Even I'm getting my hands dirty cleaning up Jean's dodgy decking.
0:26:29 > 0:26:33This is the lance of a pressure washer, and if you've got decking,
0:26:33 > 0:26:37all through the winter you're going to get tree sap, bird lime,
0:26:37 > 0:26:41and it gathers like this green mould on the surface and it can be quite dangerous.
0:26:41 > 0:26:45You need to take care of it. If you get yourself a pressure washer -
0:26:45 > 0:26:50either buy one, they're cheap enough these days, or hire one - and give the decking area a real good blast.
0:27:01 > 0:27:05Now, the best time to do that, really, is at the start of spring,
0:27:05 > 0:27:09and let it dry out nicely, give it a bit of a brush-off and then treat it
0:27:09 > 0:27:14with a good-quality decking oil, and it should last and look good for years to come.
0:27:14 > 0:27:19Jean blames herself for everything that went wrong with her granny annexe but, to be fair,
0:27:19 > 0:27:23she and her family were hoodwinked by a cowboy builder,
0:27:23 > 0:27:28who not only took all her money but left her with a sub-standard job.
0:27:28 > 0:27:31If you suspect you've been had, there is help out there,
0:27:31 > 0:27:35as Jean's local Trading Standards officer Roger Mapleson explains.
0:27:35 > 0:27:38What is the first thing that they should do once things start to go
0:27:38 > 0:27:41wrong if they're going to involve Trading Standards.
0:27:41 > 0:27:44Well, as soon as you think something's gone wrong,
0:27:44 > 0:27:47as soon as you have concerns or worries,
0:27:47 > 0:27:50getting work like this done is big, it's a lot of money.
0:27:50 > 0:27:54People want to think very carefully about this sort of job before getting into it.
0:27:54 > 0:27:59But if you've got in, and think things are going wrong, don't hang around worrying,
0:27:59 > 0:28:01go and get some help as soon as you can.
0:28:01 > 0:28:04The first port of call now, in some ways it's very, very easy
0:28:04 > 0:28:08cos nationally there is one single number which gets you through to
0:28:08 > 0:28:10what I would call Trading Standards front-line service.
0:28:10 > 0:28:12It's called Consumer Direct.
0:28:12 > 0:28:15It's been up and running for a good few years now and provides,
0:28:15 > 0:28:19effectively, our front-line for consumers who've got a problem with
0:28:19 > 0:28:22something they've bought or some work that they're having done.
0:28:22 > 0:28:26It doesn't matter whether it's a £10 pair of shoes or a £25,000
0:28:26 > 0:28:28house extension or anything in between.
0:28:28 > 0:28:33If you think the plastering's rubbish, or if you consider that the wall's gone up in the wrong place,
0:28:33 > 0:28:39or you think, "Why is there a big gap round that window frame?" or "Why is that tiling not straight?"
0:28:39 > 0:28:44Obviously raise it with your builder immediately, but if you start to get concerned ring, Consumer Direct.
0:28:44 > 0:28:46That's your starting point. That might fix it.
0:28:46 > 0:28:51If it doesn't, they'll be able to take you a little step further and a little step further.
0:28:51 > 0:28:55Beyond that, they will reach a point where they'll say, "Right, I can't assist you any more.
0:28:55 > 0:28:58"It's getting more complicated. We need somebody to intervene on your behalf."
0:28:58 > 0:29:02It'll come back to your local Trading Standards who are likely take that on from then.
0:29:02 > 0:29:05Jean didn't like to make a fuss.
0:29:05 > 0:29:09After all, her builder was her daughter's boyfriend.
0:29:09 > 0:29:13Daughter Sarah didn't feel up to talking to me about what happened,
0:29:13 > 0:29:19but the whole sorry affair was to put a terrible strain on relations between mother and daughter.
0:29:19 > 0:29:24I couldn't blame her anyway because, at that stage, I didn't realise
0:29:24 > 0:29:30that there was as much wrong as there actually is. I knew things hadn't been finished,
0:29:30 > 0:29:36but when he first walked out, I didn't for a minute think that they wouldn't finish it. But, you see,
0:29:36 > 0:29:39- the money had run out.- And that's why they weren't going to finish it.
0:29:39 > 0:29:46Exactly. And then they were telling me, "Well, we've got to go and earn money now." And so I didn't matter.
0:29:46 > 0:29:53I just was, I suppose, a number really or a notch on his walking stick, because he just used me
0:29:53 > 0:29:57until I'd got nothing to take, and then he disappeared.
0:29:57 > 0:30:00- They are literally cowboys. - They are indeed.
0:30:00 > 0:30:04So here's a hard-learned lesson.
0:30:04 > 0:30:07Don't assume good friends and family are also good builders.
0:30:07 > 0:30:11Don't be embarrassed to do all the same checks you would
0:30:11 > 0:30:13with any person you pay to do work.
0:30:13 > 0:30:14Check their references,
0:30:14 > 0:30:18demand a written contract and don't pay in cash.
0:30:18 > 0:30:24Now, you know what I always say... check references for any potential builder.
0:30:24 > 0:30:26But in Jean's case, she thought she could trust him.
0:30:26 > 0:30:31After all, he was her daughter's boyfriend. Wrong decision.
0:30:31 > 0:30:37The boyfriend builder said his cousin was really in charge, so now Jean has some questions for him.
0:30:37 > 0:30:40It's high time this cowboy gave us some answers.
0:30:40 > 0:30:48After all, what kind of builder would leave an elderly lady in a state like this? Time to find out.
0:30:48 > 0:30:54If you had a chance to speak to the builder, the person responsible, what would you like to ask them?
0:30:54 > 0:30:56I'd like to ask them why, really,
0:30:56 > 0:31:00why they think they can leave me in the state that they've left me in
0:31:00 > 0:31:04and taken so much money off me and then just walked away.
0:31:04 > 0:31:08I think you deserve those answers, without a shadow of a doubt.
0:31:08 > 0:31:14Now, we've got a telephone number here for you to call, and let's hear what he's got to say for himself.
0:31:23 > 0:31:30It's Jean. I would like to know why you left me in the state you left me in.
0:31:30 > 0:31:33Just walked away, took my money and walked away.
0:31:33 > 0:31:36I've had a lot of people looking at your work,
0:31:36 > 0:31:39and I'm afraid they're not very happy with it,
0:31:39 > 0:31:42and I'd like to know why you did it.
0:31:42 > 0:31:46'The builder claims he was just being paid the wages he was due.
0:31:46 > 0:31:52'He sounded surprised when Jean told him the work done is not only poor quality but unsafe.'
0:31:52 > 0:31:57That standard was just disgusting and most of it is unsafe.
0:31:57 > 0:32:01'He also says that it was Jean's daughter who was handing out all the money,
0:32:01 > 0:32:04'so he washed his hands of any responsibility.'
0:32:04 > 0:32:07She didn't have control of the money. You told her...
0:32:07 > 0:32:10PHONE IS HUNG UP
0:32:10 > 0:32:12He's gone. He's put the phone down.
0:32:12 > 0:32:17- Interestingly enough, I was just going to interrupt there.- Oh, right.
0:32:17 > 0:32:23But... It's typical, really, that they're always wanting to blame someone else,
0:32:23 > 0:32:26and he's put the phone down on you. That's as much as he cares.
0:32:26 > 0:32:32He doesn't care, and this is a typical example of cowboy builders. Absolute typical example.
0:32:32 > 0:32:38- You were there, giving him the cash...- Yeah.- And they were just doing shoddy work that we found out,
0:32:38 > 0:32:44as you rightly say... We've had the Trading Standards guys round, we've had independent building surveyors,
0:32:44 > 0:32:50and they've all given the same verdict, that it's poor work. You've been left in a poor state,
0:32:50 > 0:32:56- for such a lot of money. Just remind us again how much money you gave these guys.- I spent over £42,000.
0:32:56 > 0:33:03- Over £42,000. - And they quoted me 25 to 28 maximum.
0:33:03 > 0:33:07They just used me and then, like you say, walked away.
0:33:07 > 0:33:10And I didn't realise it was as unsafe as it was.
0:33:10 > 0:33:15I suppose it was like a time bomb, really, but I didn't appreciate
0:33:15 > 0:33:20how bad it was until somebody more qualified came and told me.
0:33:20 > 0:33:26Well, as I say, Jean, I really hope that the work that we carry out for you,
0:33:26 > 0:33:29you'll really like and you'll be able to move on.
0:33:29 > 0:33:35Coming up, after all she's been through, I can't wait to see the look on Jean's face when
0:33:35 > 0:33:39I show her how the good guys have transformed her granny annexe.
0:33:39 > 0:33:41Wow! Oh, wow!
0:33:44 > 0:33:49Poor Jean Pownall handed her life savings to her daughter's builder boyfriend and his cousin
0:33:49 > 0:33:51to build her granny annexe,
0:33:51 > 0:33:55but she was left with appalling plumbing, lethal electrics and gaps
0:33:55 > 0:33:58around the doors and windows, and even her own moat.
0:33:58 > 0:34:01Our good guys have almost finished righting all the wrongs
0:34:01 > 0:34:06and making sure Jean can be safe and comfy in her retirement.
0:34:06 > 0:34:09Take us through slowly everything that you've done.
0:34:09 > 0:34:12First of all, we had the issue with the drains.
0:34:12 > 0:34:17- We've cleared them out of all the grout and adhesive... - The gunk that was in there.
0:34:17 > 0:34:24Yeah. We sorted those out, then we sunk them in the walls where we could physically plaster the walls
0:34:24 > 0:34:29without bumps in them, straighten them out and then repaint the job.
0:34:29 > 0:34:32What about that skirting area in the kitchen?
0:34:32 > 0:34:39Well, we renewed all the skirting in the area with new skirts cos the skirting they've used was...
0:34:39 > 0:34:42To me, it looked like it had come off a reclamation job.
0:34:42 > 0:34:44And then finally the electrical side of things.
0:34:44 > 0:34:48- Just fill us in on how far you've got with that.- To be honest, I would just have to condemn it
0:34:48 > 0:34:52and say, "Right, start again. Let's get a proper test done."
0:34:52 > 0:34:56OK, which is our future plan for the property.
0:34:56 > 0:34:58It is, yeah, which, um...
0:34:58 > 0:35:04- The lady of the house has commissioned us to do it at a later date.- Yes.
0:35:04 > 0:35:08OK. Well, you've affected so many areas in this property now and it looks so much better,
0:35:08 > 0:35:10so well done, Paul.
0:35:10 > 0:35:15Just three days ago, Jean's granny annexe was draughty and dangerous.
0:35:15 > 0:35:21The bath didn't drain, the door didn't fit, the decking was a death trap, the electrics were lethal
0:35:21 > 0:35:24and the plumbing appalling,
0:35:24 > 0:35:27but Paul and his team have transformed this once-awful annexe
0:35:27 > 0:35:32into the perfect place for Jean to spend her retirement - safe, warm and comfortable.
0:35:32 > 0:35:36I can't wait to see Jean's face.
0:35:36 > 0:35:41(Hey, it's time to get the Jean Genie. I can't wait to show her what we've done.)
0:35:41 > 0:35:43I think she's in there.
0:35:43 > 0:35:45- Jean, are you there?- Yeah!
0:35:45 > 0:35:50- Come on, come through here.- Right. - Nice to see you. Are you all right?
0:35:50 > 0:35:54- Yes, I'm fine, love.- I know we've had you cooped up for a while, haven't we?- Not a problem.
0:35:54 > 0:35:56- We've had you out of your annexe. - I know, yes.
0:35:56 > 0:36:02We've had you out of that annexe because there's lots of dodgy things had gone on there before we arrived.
0:36:02 > 0:36:06- Yes, I know.- Can you remember some of the faults that were there before we did arrive?
0:36:06 > 0:36:10Well, a lot of the electric switches didn't work.
0:36:10 > 0:36:16There was a gap through the back door of about half an inch, three quarters of an inch.
0:36:16 > 0:36:21The bath water didn't go down. It took me 20 minutes to empty the bath.
0:36:21 > 0:36:25When the washer emptied, it emptied up into the bath.
0:36:25 > 0:36:27- Ooh, not nice.- Not nice, no.
0:36:27 > 0:36:30I have got loads to show you, Jean.
0:36:30 > 0:36:34Oh! I just hope nobody else is as stupid as I've been.
0:36:34 > 0:36:37Well, do you know, the thing is, is it stupid?
0:36:37 > 0:36:42I mean, you believed that you were in the hands of competent people.
0:36:42 > 0:36:44Sadly, you weren't.
0:36:44 > 0:36:46- True.- It's as simple as that.
0:36:46 > 0:36:50So, on this occasion, I'm not going to blame you,
0:36:50 > 0:36:55because you did seriously believe that the people around you were making sure...
0:36:55 > 0:36:56- Making a good job of it. - Correct.- Yes.
0:36:56 > 0:36:59- So we'll let you off with that. - Thank you very much.
0:36:59 > 0:37:05Nobody should have to live like that in a new annexe, especially having spent as much money as you did.
0:37:05 > 0:37:10Now, the first bit is right outside. I want to show you a couple of things that we've done for you. OK?
0:37:10 > 0:37:14- Yes, thank you.- Are you ready, Jean? - I'm ready. I'm ready, Clive.
0:37:14 > 0:37:17- OK, follow me. I tell you what, no! You can go out first.- Right.
0:37:17 > 0:37:19I'll open the door. I'm a gentleman, me.
0:37:19 > 0:37:23Wow! Oh, wow!
0:37:23 > 0:37:25Where's my moat gone?!
0:37:25 > 0:37:28- There's no moat.- That big gap there, two foot by two foot.
0:37:28 > 0:37:32Oh, that's brilliant! Thank you. That's lovely.
0:37:32 > 0:37:35- You've got new decking down. - Oh, that's fabulous.
0:37:35 > 0:37:38And of course, when it gets to summer time, spring and summer...
0:37:38 > 0:37:42To sit out. Oh, that's lovely. That's really nice. Thank you.
0:37:42 > 0:37:44Table and chairs and a bit of...
0:37:44 > 0:37:47- What do they call? - Sunshine would be nice.
0:37:47 > 0:37:50Sunshine would be nice. It would be very nice, wouldn't it?
0:37:50 > 0:37:55Do you know the most important thing for me about this is it's now safe for you to come out.
0:37:55 > 0:38:01Well, and especially with all the ice we've had, it really was very dangerous, but that's fantastic.
0:38:01 > 0:38:06OK, one other thing before we go in. We can see it better from inside, but we've also realigned
0:38:06 > 0:38:11this door now so you've got no gap at the top...
0:38:11 > 0:38:15That's brilliant, yeah. I could see the sun setting through there before.
0:38:15 > 0:38:18It was really very cold and I used to sit with a blanket round my legs.
0:38:18 > 0:38:21- And again, all the heat loss that you've got.- I know, yes.
0:38:21 > 0:38:27Now, it's starting to rain out here, so let's go inside cos, again, loads to show you inside, Jean.
0:38:27 > 0:38:30- Check out your kitchen.- Wow.
0:38:30 > 0:38:34Oh, Clive, wow! That's so much better.
0:38:34 > 0:38:36That's what makes sense, doesn't it?
0:38:36 > 0:38:38- It does.- That is how it should be.
0:38:38 > 0:38:40The skirting now has all been done properly.
0:38:40 > 0:38:44Yes, all painted and all nice. Oh, it's lovely, Clive. It's lovely.
0:38:44 > 0:38:49- Well, I'm glad you like it. - The lads have worked so hard. - They have.- They really have.
0:38:49 > 0:38:51They've worked from morning till night and you never heard them.
0:38:51 > 0:38:56- They've never asked for anything. They've just got on with it. - Got on with the job.- Yes.
0:38:56 > 0:39:02- OK.- Can I go in? - Yeah. Now, before you go through the door, though, Jean,
0:39:02 > 0:39:06I've got to tell you about the socket on the far side of the bed. What was the problem with that?
0:39:06 > 0:39:11It was hanging off the wall, and when you put the plug in, the whole lot came out.
0:39:11 > 0:39:14All I can promise you is it's not hanging off the wall any more.
0:39:14 > 0:39:16Thank you. That's lovely.
0:39:16 > 0:39:20We've made the sockets safe for now so Jean isn't in imminent danger.
0:39:20 > 0:39:24Good guy Paul is coming back soon to completely rewire the electrics.
0:39:24 > 0:39:26Time to go into your en suite...
0:39:26 > 0:39:28There are certain things you can't see.
0:39:28 > 0:39:34OK, I'm sure, because I won't be able to see the washer coming up here, will I?
0:39:34 > 0:39:39You can't, but I can guarantee that now, when you let the water out, it will disappear straight away.
0:39:39 > 0:39:41- Not in 20 minutes?- Not in 20 minutes.
0:39:41 > 0:39:44Oh, how fantastic is that?
0:39:44 > 0:39:48And when your washing machine empties, it won't come back and empty into your bath.
0:39:48 > 0:39:51Right. That's brilliant.
0:39:51 > 0:39:54Now, one other thing - do you remember the fan?
0:39:54 > 0:39:57- I do, yes. It didn't work. - It didn't work, did it?
0:39:57 > 0:39:59Lovely, yes.
0:39:59 > 0:40:03It does now, so it's going to extract the steam. So that's all be done.
0:40:03 > 0:40:10What you can't see under there is that the rabbit warren of pipes has all been sorted now.
0:40:10 > 0:40:14You've got a proper fall line and I promise you it will empty correctly.
0:40:14 > 0:40:16I've got a bath panel as well.
0:40:16 > 0:40:18- You've got a bath panel.- Oh, wow!
0:40:18 > 0:40:22Oh, that's fantastic. That's lovely.
0:40:22 > 0:40:25That'll make a really big difference.
0:40:25 > 0:40:27We've tidied up some of the tiling as well.
0:40:27 > 0:40:32- Yeah, that's lovely, thank you. - So now it looks something like...
0:40:32 > 0:40:36But at least it functions as a proper en suite bathroom.
0:40:36 > 0:40:39- Yes. Yes.- Are you happy, Jean?
0:40:39 > 0:40:42Oh, I am absolutely ecstatic!
0:40:42 > 0:40:45- Well, I'm chuffed about that. - Oh, thank you.
0:40:45 > 0:40:47I'm so glad we could help Jean.
0:40:47 > 0:40:52She's been through a terrible ordeal, but hopefully the dark days are behind her now.
0:40:52 > 0:40:57Our good guys have banished her bath-time blues so she can soak in style,
0:40:57 > 0:40:59confident the water will drain fast.
0:40:59 > 0:41:03But there's more. The panel is found and the fan is fixed too.
0:41:03 > 0:41:09The washer won't be causing any more bother either because we've sorted the appalling plumbing,
0:41:09 > 0:41:12so she shouldn't suffer laundry suds in the bath tub.
0:41:12 > 0:41:16The back door is sealed and snug, and we haven't stopped there.
0:41:16 > 0:41:21The skimped skirtings have been replaced and given a sleek lick of paint.
0:41:21 > 0:41:25Outside, we've filled Jean's moat and given her decking a spring-clean
0:41:25 > 0:41:30so she can look forward to sitting outside and soaking up the sun.
0:41:30 > 0:41:36Finally, Paul will be coming back at Jean's request to carry out a full overhaul of her electrics.
0:41:36 > 0:41:40So now, Jean will be safe, warm and comfy in her granny annexe.
0:41:40 > 0:41:43Thank you, because it, you know...
0:41:43 > 0:41:46- I've been a bit iffy about doing this!- A bit iffy?
0:41:46 > 0:41:48Yeah, about doing this.
0:41:48 > 0:41:51You know, it's quite an ordeal, this.
0:41:51 > 0:41:54I know it is, and do you know what? It's because of your personality.
0:41:54 > 0:41:56You think it's putting people out, don't you?
0:41:56 > 0:41:59- I know, yes.- That's what you think. - I do.
0:41:59 > 0:42:04You know, Jean, you are so, so worthy and we're really chuffed that we could help you out.
0:42:04 > 0:42:06We are so chuffed.
0:42:06 > 0:42:13That's really kind of you and, as I say, as long as I help somebody else not to do what I've done.
0:42:13 > 0:42:15You'll be doing that, I promise you.
0:42:15 > 0:42:21Now, I hope you'll agree that that's one happy lady and I'm really happy that we managed
0:42:21 > 0:42:23to sort things for her, but remember...
0:42:23 > 0:42:29even if you think you know the builder, do your research before entering into a contract,
0:42:29 > 0:42:32and that way you won't be falling headlong into the cowboy trap.
0:42:32 > 0:42:36If you've had a problem with builders and you would like to tell
0:42:36 > 0:42:43your story on Cowboy Trap, then please call us on 0207 258 6724.
0:42:48 > 0:42:52Or you can send us an email:
0:42:52 > 0:42:55Help us round up the cowboys.
0:43:11 > 0:43:14Subtitles by Red Bee Media Ltd
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