0:00:02 > 0:00:05Cowboy builders and rogue traders
0:00:05 > 0:00:08cost UK homeowners tens of millions of pounds every year
0:00:08 > 0:00:09and it seems to me
0:00:09 > 0:00:12that they just keep getting away with it.
0:00:12 > 0:00:15We spent £3,000
0:00:15 > 0:00:20on a pile of...rubbish really.
0:00:20 > 0:00:24I've travelled thousands of miles up and down the country
0:00:24 > 0:00:27and I've been appalled at the level of bad building practice
0:00:27 > 0:00:28that's been going on.
0:00:28 > 0:00:30I'd call them thieves
0:00:30 > 0:00:33because they didn't do their job.
0:00:33 > 0:00:36We called them in three or four times but because we're old,
0:00:36 > 0:00:38they sort of went, "We don't care."
0:00:38 > 0:00:41Our team of experts are on hand to right the wrongs
0:00:41 > 0:00:42and offer a glimmer of hope
0:00:42 > 0:00:45to those that have been tricked by these conmen.
0:00:45 > 0:00:49Oh, great, that's super.
0:00:57 > 0:01:01Today we are in the most easterly town in the UK, Lowestoft.
0:01:01 > 0:01:05Home to some huge wind turbines
0:01:05 > 0:01:09and some homeowners whose hard-earned cash has been blown away
0:01:09 > 0:01:10by a cowboy builder.
0:01:10 > 0:01:16Dianne and Tony Lightfoot dreamed of a cosy conservatory they could relax in during their retirement.
0:01:16 > 0:01:18Dianne loves sitting in the sun.
0:01:18 > 0:01:23We were going to have chairs out and sit out there and dream.
0:01:23 > 0:01:27But their dreams became a washout as soon as the rain came.
0:01:27 > 0:01:29I said, "When are you coming to finish?"
0:01:29 > 0:01:32He said, "It is finished." I said, "It's not."
0:01:32 > 0:01:35"Water's still pouring in." He said, "We've gone bust."
0:01:35 > 0:01:41And Sara and Bob Fitzpatrick desperately wanted to update their old draughty windows.
0:01:41 > 0:01:44Windows were old and they were cold.
0:01:44 > 0:01:47So, we decided to have the windows done.
0:01:47 > 0:01:50But their new windows were worse.
0:01:50 > 0:01:54They were draughty AND let in the damp.
0:01:54 > 0:01:55When it started raining,
0:01:55 > 0:01:57it started leaking.
0:01:57 > 0:02:00All the wallpaper was damp and just leaking through.
0:02:00 > 0:02:03These two couples live right next door to each other
0:02:03 > 0:02:05and, would you believe it,
0:02:05 > 0:02:08they're both victims of the same bodge-job builder.
0:02:11 > 0:02:14The story begins with the Lightfoots.
0:02:14 > 0:02:18Dianne and Tony live here in their Lowestoft home, along with Monty the parrot.
0:02:18 > 0:02:22Five years ago, they decided to make some modernisations,
0:02:22 > 0:02:25starting with linking an outside toilet to the main house.
0:02:25 > 0:02:27We needed a downstairs toilet.
0:02:27 > 0:02:31But once the toilet had been finished we then required some means of
0:02:31 > 0:02:34getting out there without having to take an umbrella during the winter.
0:02:34 > 0:02:39So, we decided it would be nice to have a conservatory to join the house to the outbuilding.
0:02:39 > 0:02:45Dianne and Tony decided to dip into their savings for a dream conservatory.
0:02:45 > 0:02:47Now, they needed a builder.
0:02:47 > 0:02:53- We saw this big advert, it was quite advert about four or five inches by three.- Father and son.
0:02:53 > 0:02:58They gave an address on there and that's something that I tend to look for - an address.
0:02:58 > 0:03:04I would never ask anyone to come and do a job if it was just
0:03:04 > 0:03:06a mobile number.
0:03:06 > 0:03:09I like to know who they were and where they lived.
0:03:09 > 0:03:13Now, I don't go into their past, I don't look into their past.
0:03:13 > 0:03:18I just think that if they're working then they must be honest.
0:03:18 > 0:03:20It's naive I suppose.
0:03:22 > 0:03:26The Lightfoots hired the builders and work got off to a good start.
0:03:26 > 0:03:29When they came here they seemed such nice people.
0:03:29 > 0:03:32They really did seem nice people.
0:03:32 > 0:03:35The father, who ran the business, he was an elderly man.
0:03:35 > 0:03:37But he was a bruiser, wasn't he?
0:03:37 > 0:03:39He was quite a bruiser, yeah.
0:03:39 > 0:03:42But they were so pleasant to us, they were very pleasant.
0:03:42 > 0:03:49Everything seemed... Everything seemed genuine about them.
0:03:49 > 0:03:53Before they knew it the Lightfoots had their dream conservatory.
0:03:53 > 0:03:58On the day they finished we were absolutely thrilled because it was the beginning of the summer time.
0:03:58 > 0:04:02We had an opening day don't forget for all the neighbours to come and see the good work.
0:04:02 > 0:04:06"Do you want to come and see it?" And we had no problems.
0:04:06 > 0:04:08The sun was on - it was lovely.
0:04:08 > 0:04:13You could get the chairs out and sit in the sun then, couldn't you?
0:04:13 > 0:04:18But when the sun stopped shining the warm glow soon disappeared.
0:04:18 > 0:04:21Soon as it rained, "Isn't rain coming through there?"
0:04:21 > 0:04:24It was just a drip, drip, drip,
0:04:24 > 0:04:27like that. And I'm wondering where's this coming from.
0:04:27 > 0:04:31It came right over the middle of the door, it would just start to pour in
0:04:31 > 0:04:34and that would really come heaving down all the time.
0:04:34 > 0:04:36You go out to the toilet you'd get wet.
0:04:36 > 0:04:41- You'd get all wet just going out through the door.- We saw the fungus growing, didn't we?
0:04:41 > 0:04:43Yeah. The wall was turning green.
0:04:43 > 0:04:46The paint was coming off the wall. It got worse and worse.
0:04:46 > 0:04:52Follow my top tip to avoid ending up in the same soppy mess.
0:04:52 > 0:04:55If you have building work done during the dry summer months and
0:04:55 > 0:04:57you want to be sure it's water tight
0:04:57 > 0:05:01for when the winter weather comes, use this simple trick.
0:05:01 > 0:05:05Do a soak test with a hose or watering can so you can be sure
0:05:05 > 0:05:10all the seals are watertight before you pay the final bill.
0:05:10 > 0:05:16Tony and Dianne handed over £4,370 of their precious retirement
0:05:16 > 0:05:22savings before they discovered their roof didn't even have them covered.
0:05:22 > 0:05:29This case is a conservatory calamity. As far as I am concerned this trader was simply clueless.
0:05:29 > 0:05:35Rather than giving them dry access to their downstairs toilet, Tony and Dianne got an unwanted wet room.
0:05:35 > 0:05:37DOORBELL RINGS
0:05:37 > 0:05:41- Time to check out the shoddy work for myself. Tony?- Yes.
0:05:41 > 0:05:43Hi, I'm Clive from Cowboy Trap.
0:05:43 > 0:05:47- Hello, sir.- Now, I hear you've had problems with cowboy builders. Do you mind showing me around?
0:05:47 > 0:05:48No, not at all, you've very welcome.
0:05:48 > 0:05:50Thank you, sir.
0:05:53 > 0:05:56- Ahh, into the light, Tony. - Yes, into the daylight.
0:05:56 > 0:06:02OK, so this is where the, ooh, OK. I can your problems.
0:06:02 > 0:06:03How long ago was it when it was put up?
0:06:03 > 0:06:06- Five years. - There's obviously water ingress.
0:06:06 > 0:06:11Looking here though, Tony, this plastic extrusion here,
0:06:11 > 0:06:15I can't understand why they haven't actually mitred the joints.
0:06:15 > 0:06:18All they've done is they've cut the plastic extrusion, butted it
0:06:18 > 0:06:22together and then just put some mastic down it. It looks horrible.
0:06:22 > 0:06:24It does yes.
0:06:24 > 0:06:26It's not good.
0:06:26 > 0:06:30And, of course, we've got moisture coming in here, and lots of it by the look of it.
0:06:30 > 0:06:36Big lumps of green hanging out this here. That just all crashed down.
0:06:36 > 0:06:41OK, you've got all the green mould spores that are growing. You'll get more of that.
0:06:41 > 0:06:44- Of course, yeah.- So, it definitely will travel through.
0:06:44 > 0:06:46It certainly will.
0:06:46 > 0:06:48That has got to be addressed.
0:06:48 > 0:06:50How long has that been leaking?
0:06:50 > 0:06:53- Well, this was put up in the summer. - Yeah.
0:06:53 > 0:06:57We knew nothing about any leaks or anything until the winter came.
0:06:57 > 0:07:01So, in that very winter you had it installed.
0:07:01 > 0:07:06- The first year we had drips coming down here, just in this area here. - OK.
0:07:06 > 0:07:11So, we had to put newspapers down here and that gradually worked its way along the side of the building.
0:07:11 > 0:07:16'Five years of constant leaking has made a mouldy mess of this conservatory.
0:07:16 > 0:07:19'I need to take a closer look at where the problem lies.'
0:07:19 > 0:07:21Let's have a look. That's a mess.
0:07:21 > 0:07:26Look at that, a bit of flash band that doesn't look like it's been put on properly.
0:07:26 > 0:07:33The problem with flash band as well, if you try and put it on existing damp surfaces it will not stick.
0:07:33 > 0:07:37- Of course not. - It just doesn't have the longevity of a properly fitted lead flashing.
0:07:37 > 0:07:40There's load of mastic in there, loads and loads.
0:07:40 > 0:07:43The lead flashing, I can see the lead flashing underneath but it is
0:07:43 > 0:07:47too short and it hasn't been bonded back into the mortar deep enough.
0:07:47 > 0:07:49I think I have seen enough here, Tony.
0:07:49 > 0:07:56'This conservatory hasn't been sealed correctly and that's why it's left the walls in this mouldy,
0:07:56 > 0:07:59'soggy state, worse still with Dianne and Tony's savings spent
0:07:59 > 0:08:03'they've been unable to fix it for five years.'
0:08:03 > 0:08:07We've always tried to do best by other people yet we haven't been done the best by ourselves.
0:08:07 > 0:08:09And I think that's where it comes.
0:08:09 > 0:08:14- It hurts, yeah.- You would never dream of letting anybody down
0:08:14 > 0:08:18and yet these sort of guys wouldn't think twice.
0:08:18 > 0:08:25- I often think they'd even let their own parents down if they were doing a job for them.- Absolutely.
0:08:25 > 0:08:29Cos they haven't got a clue about doing the work properly.
0:08:31 > 0:08:35You've not been well, both of you
0:08:35 > 0:08:40- and that adds to it.- Yes, it adds to the stress there's no doubt about that.
0:08:40 > 0:08:46How did that make you feel when you realised that these guys have let you down?
0:08:46 > 0:08:49Dreadful, dreadful.
0:08:49 > 0:08:52Made me cry.
0:08:52 > 0:08:54We were done and...
0:08:54 > 0:08:57- that's all we can do about it. - But, of course,
0:08:57 > 0:09:04we are here to help you to move on, move forward and put things right for you.
0:09:04 > 0:09:08What could we do to help?
0:09:08 > 0:09:11What could we do to help you?
0:09:11 > 0:09:17- To stop the rain coming in there. - You want us to stop that happening and put right the wrongs.
0:09:17 > 0:09:23- Yeah.- We want to lift that bit of a stress and put a smile back on your face.
0:09:23 > 0:09:30- I'm charged with that job of getting that sorted.- It's very kind.
0:09:33 > 0:09:39Quite simply, this is just another case of cowboy tradesman taking advantage of vulnerable people.
0:09:39 > 0:09:42Both Dianne and Tony suffer with health problems
0:09:42 > 0:09:45and they really could have done without the added stress.
0:09:46 > 0:09:49It's time to bring in the good guys.
0:09:53 > 0:09:59'Coming up, an independent inspector casts his expert eye over the builder's work.'
0:09:59 > 0:10:03They have come up against something they are a bit unsure of and
0:10:03 > 0:10:05they've bodged it and it has not worked.
0:10:07 > 0:10:10Now, it's time to meet the neighbours.
0:10:10 > 0:10:13Sara and Bob Fitzpatrick and children Bradley and Casey
0:10:13 > 0:10:17have lived next door to the Lightfoots for seven years.
0:10:17 > 0:10:21Five years ago they wanted to replace their draughty old windows.
0:10:21 > 0:10:24The windows were old and they were cold.
0:10:24 > 0:10:29It was cold and it was getting damp, mould was coming through.
0:10:29 > 0:10:32So, we decided to have the windows done.
0:10:33 > 0:10:39Sara and Bob are good friends with neighbours Dianne and Tony, so Sara was happy to take a recommendation
0:10:39 > 0:10:42for the builder who had just built their conservatory.
0:10:42 > 0:10:47They did a really good job, or we thought they did a good job. We got their number
0:10:47 > 0:10:51and went ahead with the company they used next door.
0:10:51 > 0:10:52I wasn't here, I was working.
0:10:52 > 0:10:57So, I just went along with what you looked at, you were happy enough.
0:10:57 > 0:10:59It needed doing, so we went ahead with it.
0:10:59 > 0:11:05The quote was good, we had two more quotes and he came up the cheapest.
0:11:05 > 0:11:09He quoted us roughly £2,800.
0:11:09 > 0:11:13The quotes were sort of £3,500, £4,500.
0:11:13 > 0:11:19So, there was a big difference between £2,800 and £4,500.
0:11:19 > 0:11:23You know, times were hard, so we went ahead with that one.
0:11:23 > 0:11:27Follow my top tips when you're looking for a builder.
0:11:27 > 0:11:31If one builder's quote is much lower than the rest, ask yourself why.
0:11:31 > 0:11:33Get a detailed breakdown of the quote.
0:11:33 > 0:11:36The cost of building work is made up
0:11:36 > 0:11:39of two main parts, labour and materials.
0:11:39 > 0:11:42Compare the quotes carefully to identify where the cheapest
0:11:42 > 0:11:44builder is planning to cut the cost,
0:11:44 > 0:11:49to satisfy yourself they won't be cutting corners on your job.
0:11:50 > 0:11:55Sara was hooked on the attractive price, but things soon turned ugly.
0:11:55 > 0:11:59He arrived and started upstairs.
0:11:59 > 0:12:04Then, I got a bit nervous that he got a crowbar and he was crowbarring the windows out.
0:12:04 > 0:12:10That was damaging the walls. They cracked the tiles in the bathroom.
0:12:10 > 0:12:12It was just...
0:12:12 > 0:12:16the way he was working, it didn't seem to be professional.
0:12:16 > 0:12:19The second day, he finished the job,
0:12:19 > 0:12:25didn't clear up, bits of glass on the floor and the screws,
0:12:25 > 0:12:30bits of plastic, things like that. Got his money and just went.
0:12:30 > 0:12:32I was happy with the job,
0:12:32 > 0:12:37you know, I had new windows and it looked absolutely lovely,
0:12:37 > 0:12:40but you just never know. I was blind.
0:12:40 > 0:12:43It's easy to get carried away when things clearly look
0:12:43 > 0:12:47better than before, but you should always inspect the work thoroughly.
0:12:47 > 0:12:54When Bob got home, that's exactly what he did and he was less than impressed with the job done.
0:12:54 > 0:12:56Well, it just looked ugly.
0:12:56 > 0:12:58You look at the holes...
0:12:58 > 0:13:01No, not good. It didn't look straight.
0:13:01 > 0:13:03I just noticed straight away.
0:13:03 > 0:13:07It was the damage to the inside of the property.
0:13:07 > 0:13:11The gaps in the walls that he'd left.
0:13:11 > 0:13:16When it started raining, it started leaking.
0:13:16 > 0:13:19It wasn't just little drips, it was quite...
0:13:19 > 0:13:21bad because we had really bad weather.
0:13:21 > 0:13:24All the wallpaper was damp and it was leaking through.
0:13:24 > 0:13:30Sara and Bob paid £2,800 for their new windows, but the finish was appalling.
0:13:30 > 0:13:35They were draughty and they leaked.
0:13:35 > 0:13:40We paid in cash. I can't even remember if we had a receipt.
0:13:40 > 0:13:44We spent £2,800 on a job that should have been done and finished
0:13:44 > 0:13:52but it wasn't. We tried to ring the company up, the number was discontinued.
0:13:52 > 0:13:56Couldn't even get hold of them, they wasn't even trading under that name.
0:13:56 > 0:14:00That was it, we didn't know what to do.
0:14:01 > 0:14:05Both neighbours, the Fitzpatricks and the Lightfoots,
0:14:05 > 0:14:09have been left drowning in damp by the same corner-cutting cowboy.
0:14:09 > 0:14:16Sara and Bob wanted brand-new windows and doors but all they got was wonky dangerous windows
0:14:16 > 0:14:19and it could have cost them their friendship with the neighbours.
0:14:19 > 0:14:22'I need to take a closer look at the damage.'
0:14:22 > 0:14:24- Hello, are you Sara?- I am, yes.
0:14:24 > 0:14:28- Hi, I'm Clive from BBC's Cowboy Trap. Do you mind showing me around? - No, not at all.
0:14:28 > 0:14:30Thank you.
0:14:30 > 0:14:35Let's see what the job looks like from the outside.
0:14:35 > 0:14:38- How many windows in total, Sara? - Eight windows and the door as well.
0:14:38 > 0:14:42Eight windows and the door, OK. What problems did you have with them?
0:14:42 > 0:14:47Leaking - all the edges are coming off. The trims are all split.
0:14:47 > 0:14:49Basically this bit in here.
0:14:49 > 0:14:54It's all been put, in but it's all coming off on the other ones as well.
0:14:54 > 0:14:58Looking at it first of all, it doesn't look like the windows are seated properly.
0:14:58 > 0:15:00That is way too far forward.
0:15:00 > 0:15:04It is a bit of a concern, I have to say that it
0:15:04 > 0:15:06- also seems like it's out of line. - OK.
0:15:06 > 0:15:10So, that will definitely need addressing. What about the window up top?
0:15:10 > 0:15:14That's the one that's got the gap. So, you can see daylight through it.
0:15:14 > 0:15:16So, that's going to need adjusting.
0:15:16 > 0:15:20And again, I have to say it's sitting too proud of the wall, way too proud.
0:15:20 > 0:15:23It obviously needs adjusting.
0:15:23 > 0:15:26- Just show me the remaining windows if you would.- OK.
0:15:27 > 0:15:30What were the problems that you had with this window?
0:15:30 > 0:15:32This is the window that leaked.
0:15:32 > 0:15:35Again, it's sitting too far forward, it's not sat back enough.
0:15:35 > 0:15:39That's, I can tell you now, where the rain has started to come in at the top.
0:15:39 > 0:15:45Now, that header trim there, is actually bowing like that.
0:15:45 > 0:15:51The problem being, I don't know if you can see there, the top of this opener here, it's actually touching.
0:15:51 > 0:15:55And what's happening is, because they've not packed it out properly,
0:15:55 > 0:15:58the pressure will drop and drop and eventually...
0:15:58 > 0:16:02I mean, worse-case scenario when it has too much pressure the glass can shatter.
0:16:02 > 0:16:06- Oh!- So, as you can see there, a lot of pressure already coming down.
0:16:06 > 0:16:11We can't actually open that window, so that would be why, I suppose.
0:16:11 > 0:16:17I've just clocked another one now. Sorry, I'm really sorry.
0:16:17 > 0:16:21But any problems with this one here, to the bedroom?
0:16:21 > 0:16:27The only problem with that one, we needed a safety catch for the children, a safety window.
0:16:27 > 0:16:30We asked for one, but we didn't get one.
0:16:30 > 0:16:33I need to go and have a look inside now.
0:16:33 > 0:16:36- I know this is where you've done some remedial work yourself, isn't it?- Yes.
0:16:36 > 0:16:41- I think we should go and have a look at what is happening inside. - OK.- Let's go.
0:16:41 > 0:16:44'The windows don't look good at all from the outside.
0:16:44 > 0:16:48'I'd be surprised if they looked much better from inside.'
0:16:48 > 0:16:51Clive, this is what I've done to make things better.
0:16:51 > 0:16:55There was a big hole down the side, so I've put all the trims on.
0:16:55 > 0:16:58You know why there'd have been big holes in there, Sara, because
0:16:58 > 0:17:02when they took the old windows out it would have sat back much further.
0:17:02 > 0:17:07- They sat in properly and that's why you've had to do remedial work. Have you put the tiles on there?- I did.
0:17:07 > 0:17:09Why did you have to do that?
0:17:09 > 0:17:13Cos he used a crowbar to get the windows out, so he dented all the wood underneath.
0:17:13 > 0:17:15- So, he damaged all the sill?- Yeah.
0:17:15 > 0:17:17Wow, it's just butchered isn't it, really?
0:17:17 > 0:17:22'The builder has done a right bodge job on these windows.
0:17:22 > 0:17:26'The finish is dreadful and some of them won't even open.'
0:17:30 > 0:17:34Wow, I tell you what that was never going to open.
0:17:34 > 0:17:38The pressure on it must be immense, big style.
0:17:38 > 0:17:39That's just not good, is it?
0:17:39 > 0:17:42It just gets worse as you come inside.
0:17:42 > 0:17:44That's got to be addressed because if it was a means of escape
0:17:44 > 0:17:48- at any time, how the heck are you going to get out of there? - You wouldn't.
0:17:48 > 0:17:52You had water coming in here. Tell me what the problem was there?
0:17:52 > 0:17:55Rain used to come all the way through and go across and down the wall and
0:17:55 > 0:17:59it used to come out, it's all stained there, on the corners.
0:17:59 > 0:18:05'Upstairs in son Bradley's room, the window is downright lethal.'
0:18:08 > 0:18:11That is just not child-safe at all.
0:18:11 > 0:18:15Long drop down and that way window opened way too wide.
0:18:15 > 0:18:18It would not pass any safety regulations whatsoever.
0:18:18 > 0:18:21- Let's go back down and I'll sort everything out.- OK.
0:18:23 > 0:18:27Amazingly, the day it was finished Sara was delighted.
0:18:29 > 0:18:33The two days were over, you come out and you have a look at the job and what did you say?
0:18:33 > 0:18:36- "Wow. Lovely."- Get out. Get out!
0:18:36 > 0:18:39I did. I didn't know any different.
0:18:39 > 0:18:44The windows were in, they looked lovely. Compared to what I had before,
0:18:44 > 0:18:46the windows looked, wow, brilliant.
0:18:46 > 0:18:51- Did you have that same feeling? - I didn't, did I?- No, not really.
0:18:51 > 0:18:55I'd been working all day and I had a look round and I thought,
0:18:55 > 0:19:01- "How much did you pay for that?" - I was still happy with the job that he'd done. Until..
0:19:01 > 0:19:04Until?
0:19:04 > 0:19:08- It rained.- No way, what happened?
0:19:08 > 0:19:10It started to gush in through...
0:19:10 > 0:19:14- the windows.- Not all the windows?
0:19:14 > 0:19:17- Four of them. So, we had puddles on the floor.- Wow!
0:19:17 > 0:19:19It was damp, wasn't it?
0:19:19 > 0:19:21Damp and...
0:19:21 > 0:19:23then the mould sets in.
0:19:23 > 0:19:25That is pretty serious, isn't it?
0:19:25 > 0:19:29The wallpaper started to bubble,
0:19:29 > 0:19:32carpets were wet.
0:19:32 > 0:19:35That is a shock to me, that's way more serious than I thought.
0:19:35 > 0:19:40I could see that they weren't fitted very well.
0:19:40 > 0:19:43You must have been gutted by that time.
0:19:43 > 0:19:46Gutted, I was gutted,
0:19:46 > 0:19:47definitely gutted.
0:19:47 > 0:19:51So, what could we do for you?
0:19:51 > 0:19:54What would you like us to do
0:19:54 > 0:19:56to address the problem?
0:19:56 > 0:20:00- Basically, put the windows in properly, I suppose. - Do you know what,
0:20:00 > 0:20:04my promise to you is that's exactly what we are going to do.
0:20:04 > 0:20:11'Coming up, neighbours Sara and Tony join forces to confront the builder who bodged both jobs.'
0:20:11 > 0:20:14He's not away is he? Any idea what time he'll be back home?
0:20:19 > 0:20:21They say lightning never strikes twice,
0:20:21 > 0:20:27but it did in this Lowestoft street, when a bodging builder worked on two neighbouring properties.
0:20:27 > 0:20:31Dianne and Tony Lightfoot's retirement dream was for a light
0:20:31 > 0:20:37and airy conservatory, but they've been left nursing a leaky dead loss.
0:20:37 > 0:20:40There was a lot of stress, tremendous amount
0:20:40 > 0:20:44because the biggest fear for me was that
0:20:44 > 0:20:50the main wall of the house was being affected by the absorption of this water.
0:20:51 > 0:20:54The green is coming through, isn't it, indoors?
0:20:54 > 0:21:02So, we were worried that we may have to have part of the wall removed and rebuilt.
0:21:02 > 0:21:06Well, there was no way we could do that, we haven't got the money for that.
0:21:06 > 0:21:12Dianne and Tony have spent their life savings, but all they've been left with is a building nightmare.
0:21:12 > 0:21:17Before the good guys get stuck in, completely overhauling this cowboy conservatory,
0:21:17 > 0:21:22let's get the verdict of independent building surveyor, Christian Mountney.
0:21:26 > 0:21:29Christian, how are you, sir?
0:21:29 > 0:21:34- Nice to see you.- What have you found that doesn't meet your liking?
0:21:34 > 0:21:37Right, well, obviously what we've got here
0:21:37 > 0:21:42is the result of the way they've weathered the conservatory.
0:21:42 > 0:21:47They've put a gypsum plaster over the original render, that's behind there.
0:21:47 > 0:21:51Gypsum does not function in any way well when it gets wet.
0:21:51 > 0:21:56It does what you see here, it goes crumbly, peeling, flakes, falls off.
0:21:56 > 0:21:58The salts get drawn out of the wall.
0:21:58 > 0:22:05What we've got out there is a plastic gutter that sits against the wall of the house and they've attempted
0:22:05 > 0:22:13to weather the gutter to the wall by using a lead flashing, which normally would be quite acceptable.
0:22:13 > 0:22:15However, what they haven't done is installed the lead correctly.
0:22:15 > 0:22:21It looks like they've brought a piece of lead to site which is too small. It then looks like
0:22:21 > 0:22:23they've come back to have another go.
0:22:23 > 0:22:27They've gunked a load of mastic into the joint and
0:22:27 > 0:22:32that hasn't worked either. Water has still found its way behind the lead.
0:22:32 > 0:22:35They've come back and put a strip of what we call flash band
0:22:35 > 0:22:41against the wall, which is a torch-on felt strip,
0:22:41 > 0:22:44which is not suitable for doing a long strip like this.
0:22:44 > 0:22:48It might solve your problem for a month, but it is going to peel off.
0:22:48 > 0:22:53It would seem that this company is a company that...they construct
0:22:53 > 0:22:56these plastic conservatories, windows, that sort of thing.
0:22:56 > 0:22:57They probably do a reasonable job.
0:22:57 > 0:23:04They've come up against something they are a little bit unsure of and they've bodged it, it's not worked.
0:23:04 > 0:23:07What mark out of a ten would you give the guys that did this conservatory?
0:23:07 > 0:23:14Well, for the way they've weathered the conservatory construction against the wall it would be a nought.
0:23:14 > 0:23:18Nought out of ten - that's disgraceful.
0:23:18 > 0:23:24While the good guys get started dismantling the leaky conservatory, I'm going to chat to Dianne and Tony
0:23:24 > 0:23:27to find out more about this cowboy builder.
0:23:27 > 0:23:34- So, the job was done, at that stage you were happy, you paid the final payment I would imagine.- Yes.
0:23:34 > 0:23:38Neighbours came in, we celebrated the new conservatory
0:23:38 > 0:23:41and then it rained, it really rained.
0:23:41 > 0:23:43The rain started to heave down.
0:23:43 > 0:23:46And then you got rain coming inside.
0:23:46 > 0:23:50Yes, all over the door, it didn't come along the wall, just over the door.
0:23:50 > 0:23:56- So, we put newspapers down and called them back and it took them a long time to come round.- How long?
0:23:56 > 0:24:00- They put some gunge...- It must have been three or four weeks.
0:24:00 > 0:24:04Three or four weeks, they let you actually...
0:24:04 > 0:24:07- Think we'd been done properly.- Yes.
0:24:07 > 0:24:14I just don't understand. If rain is coming into your home and causing damage to the internal...
0:24:14 > 0:24:18side of the property, why did it take them so long?
0:24:18 > 0:24:25- They were so busy on other jobs. - On jobs you'd given them?- Yeah.
0:24:25 > 0:24:28So, again you called them out, said, "Look it's still leaking."
0:24:28 > 0:24:34- We are always calling them. - Call them all the time. They are on holiday, they are somewhere else.
0:24:34 > 0:24:36I saw them in the street and I said When are you coming to finish
0:24:36 > 0:24:40"my conservatory?" He said, "I'm not, we've finished it, it is finished."
0:24:40 > 0:24:42I said, "No it's not, it's still leaking."
0:24:42 > 0:24:44He said, "Well, we've gone broke."
0:24:44 > 0:24:47So, I said, "You're just a crook then"
0:24:47 > 0:24:50and he walked away.
0:24:51 > 0:24:54'Follow my top tip if things go wrong with your building project.'
0:24:54 > 0:24:58Don't be a pushover for your careless contractor.
0:24:58 > 0:25:00Contact Consumer Direct for advice
0:25:00 > 0:25:05on how to notify your builder you are dissatisfied with their work.
0:25:05 > 0:25:08They will help you set deadlines to correct
0:25:08 > 0:25:12the problems and advise you how you may be able to recover your money.
0:25:13 > 0:25:19Fortunately we've got the good guys in now to right all the wrongs.
0:25:19 > 0:25:21Hey, things have got really busy here, Ian.
0:25:21 > 0:25:24Do you mind coming down and having a quick chat with us?
0:25:24 > 0:25:28- Sure.- Ian, what did you make of the original work these guys had done?
0:25:28 > 0:25:32The work just wasn't finished to a very high standard.
0:25:32 > 0:25:34None of the corner trims were in place.
0:25:34 > 0:25:36It was just very shoddily finished.
0:25:36 > 0:25:39It was a sort of quick get-in and get-out job, it appears.
0:25:39 > 0:25:42There are fundamental errors which could have been avoided
0:25:42 > 0:25:44which would have stopped the issues the customers are having.
0:25:44 > 0:25:46I think it is a little bit of a lack of knowledge
0:25:46 > 0:25:50which has caused the problem but the overall finish is very, very poor.
0:25:50 > 0:25:55Just talk us through what you intend to do and how it is going to look at the end.
0:25:55 > 0:25:58The intention is to put everything right for the customers.
0:25:58 > 0:26:02The main problem is there hasn't been any proper sealing done along the box gutter area.
0:26:02 > 0:26:07We didn't know how bad the roof was constructed so we've decided we
0:26:07 > 0:26:11to remove the whole roof so we can then know that we can start from scratch.
0:26:11 > 0:26:14We are going to seal the box gutter to the wall.
0:26:14 > 0:26:18Make sure the flashings are cut into the brickwork and not just stopping at the render.
0:26:18 > 0:26:21Once we've got the whole roof replaced, we are then looking
0:26:21 > 0:26:25to replaster the wall which was damaged, get that replastered and painted.
0:26:25 > 0:26:28Get everything watertight so they don't have a repeat of the problems.
0:26:28 > 0:26:33- I'll catch up with you later, if that's OK?- That's fine. When I look like I'm flagging come and rescue me.
0:26:33 > 0:26:36- OK. Thank you, mate. - Thanks very much.
0:26:45 > 0:26:51Well, things seem to be running very smoothly in the conservatory. Let's find out what's going on next door.
0:26:54 > 0:26:59Coming up, Dianne and Tony finally get the conservatory they dreamed of.
0:26:59 > 0:27:01Hey, ain't that super?
0:27:05 > 0:27:10Back next door, the Fitzpatricks brush with the same bodging builder, also ended badly.
0:27:10 > 0:27:14Sara and Bob Fitzpatrick have lived next door to Dianne
0:27:14 > 0:27:18and Tony Lightfoot for seven years, so, when Sara wanted a builder
0:27:18 > 0:27:24to replace all their draughty old windows, she was happy to take her neighbour's recommendation.
0:27:26 > 0:27:30Sara and Bob thought this cowboy had done a great job on the conservatory
0:27:30 > 0:27:33next door unaware of the troubles ahead.
0:27:33 > 0:27:38And oblivious to the pressure it would eventually put on their relationship.
0:27:38 > 0:27:42I had new windows and it looked absolutely lovely.
0:27:42 > 0:27:48With the rain, it would leak and everybody would start shouting, just get heated up, you know.
0:27:48 > 0:27:51Yeah, and there was me saying, "I told you so."
0:27:51 > 0:27:56And then obviously it's like, "No, no, no!" and in the end you know...
0:27:57 > 0:28:02This builder managed to bodge both neighbours' jobs
0:28:02 > 0:28:06and these windows aren't only draughty, they are dangerous.
0:28:06 > 0:28:09Our good guy, Ian Real, is doing a great job next door with
0:28:09 > 0:28:15the conservatory, so I want to get his verdict on these warped windows.
0:28:15 > 0:28:17Look at the state of the top trim there.
0:28:17 > 0:28:20It's just so tight up against the opener.
0:28:20 > 0:28:22It's not fitted correctly, certainly.
0:28:22 > 0:28:27To my mind the window has gone in oversized because there isn't that much margin at the top.
0:28:27 > 0:28:32It's just not the way to fit it. Looking at this here, the bead that you have
0:28:32 > 0:28:33taken off here.
0:28:33 > 0:28:37The window is sitting here more or less flush with the brickwork.
0:28:37 > 0:28:42That should be a good 45 ml set back, or an inch and three quarters.
0:28:42 > 0:28:46Just to stop the cold transfer and to allow you to seal up properly.
0:28:46 > 0:28:50- What about that one, though? - Oh, crikey, I hadn't noticed that.
0:28:50 > 0:28:53- It looks like it's going to drop out altogether, doesn't it?- It does.
0:28:53 > 0:28:56That's the mortar groove you can see on the underside of the sill.
0:28:56 > 0:28:58That should actually be well within the brickwork.
0:28:58 > 0:29:02That's to provide the key between the cement work and the window.
0:29:02 > 0:29:05I just do not know why they've brought them so far forward.
0:29:05 > 0:29:08It's the easiest thing in the world to criticise other people's work,
0:29:08 > 0:29:11but in this instance it is very, very poor.
0:29:11 > 0:29:16But the great news is that the good guys are going to lend a hand to fix all these mistakes.
0:29:19 > 0:29:23On this job Sara had to make all the decisions, from hiring the builder
0:29:23 > 0:29:27to overseeing the work while Bob was away working.
0:29:27 > 0:29:31He was less than impressed with what was done.
0:29:31 > 0:29:36- What did you think was the problem? - Just a mess really, I thought it was, didn't I?
0:29:36 > 0:29:38I said straight away.
0:29:38 > 0:29:41- Especially when it's nearly three grand.- Yeah, it's a lot of money.
0:29:41 > 0:29:46So, there were a few nights and days where things were stressed.
0:29:46 > 0:29:51Basically, when it was raining, the kids were like, "There's wet on the floor."
0:29:51 > 0:29:54I would have to get up in the middle of the night and go and put
0:29:54 > 0:29:59buckets on the floor, pans, whatever I could get really, towels.
0:29:59 > 0:30:01That is just bonkers.
0:30:01 > 0:30:06You know wallpaper on the side getting a bit mucky, bloating, keep wiping it just to get by.
0:30:06 > 0:30:11But, Bob, did you do the "I told you so", bit?
0:30:11 > 0:30:13Well, I did but you know what it's like.
0:30:13 > 0:30:17- How...?- He told me so, yeah, he did.
0:30:17 > 0:30:21Bob was saying, "Done this, it's wrong, that doesn't look right,
0:30:21 > 0:30:25"this doesn't look right" and we'd just paid a lot of money.
0:30:25 > 0:30:28It can test relationships this sort of thing.
0:30:28 > 0:30:32There was a fair few words exchanged.
0:30:32 > 0:30:38Things have been tough for the Fitzpatricks, so I'm glad that the good guys are here to help.
0:30:38 > 0:30:42We're going to make sure that the windows are refitted
0:30:42 > 0:30:46so that they are safe, secure, watertight and, of course, look good.
0:30:46 > 0:30:49'I'm going to leave these boys to it while I get Sara and Tony together
0:30:49 > 0:30:52'to see if we can't track down this cowboy.'
0:30:52 > 0:30:56OK, Sara are we ready to make that call?
0:30:58 > 0:31:00PHONE RINGS
0:31:04 > 0:31:07- 'Unfortunately this cowboy is playing hide and seek.' - When will he be there?
0:31:07 > 0:31:10'The builder's previous number was disconnected
0:31:10 > 0:31:13'but we've got another number to try and there's an answer.'
0:31:13 > 0:31:16Can you get him to ring me back on this number, then?
0:31:16 > 0:31:21What do you reckon, Tony, do you think he'll phone us back?
0:31:21 > 0:31:22I think he's probably there anyway.
0:31:22 > 0:31:27What they try and do is, it's a big smokescreen.
0:31:27 > 0:31:29This again, typical.
0:31:29 > 0:31:31The cowardice comes from...
0:31:31 > 0:31:34Normally they won't want to speak, normally...
0:31:34 > 0:31:39they stop using that particular phone number, move onto another phone number.
0:31:39 > 0:31:44It's just again part of this cowardice make up of these people.
0:31:44 > 0:31:50That they can't come forward and go, "You know what I've made a mistake here, I've done wrong."
0:31:50 > 0:31:55'Surprise, surprise, the builder never did return our call.
0:31:55 > 0:31:58'Time to check in with the good guys.'
0:31:58 > 0:32:01- Hey, Ian.- Yes, mate.
0:32:01 > 0:32:03Oh, I'm loving that.
0:32:03 > 0:32:08So much is happening what is left to do? Obviously you are taking this window out.
0:32:08 > 0:32:11We've got this window and the other kitchen window to come out.
0:32:11 > 0:32:13We've done the two upstairs.
0:32:13 > 0:32:17That one's complete, so we are now just rushing on these last two and
0:32:17 > 0:32:21we should be able to get those done, hopefully by the end of play today. That's the aim.
0:32:21 > 0:32:26Is this unique for you, Ian, working on two properties, next door to each other?
0:32:26 > 0:32:29We've done work on properties together before but not at the same time.
0:32:29 > 0:32:31Normally we finish one job before we move onto the next.
0:32:31 > 0:32:36We like to try and keep things tidy and everyone happy before we move onto the next customer.
0:32:36 > 0:32:40- This is unique.- You can keep an eye on both jobs at the same time.
0:32:40 > 0:32:43You can, I don't know if that's a good thing or a bad thing but we're trying our best.
0:32:43 > 0:32:47- OK, keep up the good work. Cheers, Ian.- Cheers, mate.
0:32:47 > 0:32:53'Coming up, Sara and Bob can finally sleep sound as their newly-fitted windows are revealed.'
0:32:53 > 0:32:55Oh, my God, how different.
0:32:55 > 0:32:57Oh, my Lord.
0:32:59 > 0:33:02Back at the Lightfoots, our good guys have had their
0:33:02 > 0:33:07work cut out, completely overhauling the leaky conservatory.
0:33:07 > 0:33:12They've had to remove the roof and install new flashing and guttering as well as fixing the wall.
0:33:12 > 0:33:18'Poor Dianne and Tony have been left feeling bruised both financially and emotionally.'
0:33:18 > 0:33:21How do you feel about recommending these guys?
0:33:21 > 0:33:27Dreadful, dreadful because we were so pleased with what
0:33:27 > 0:33:32they'd done for us that we thought that they were worth recommending.
0:33:32 > 0:33:35Just thinking about it upsets me.
0:33:35 > 0:33:42I'm sure. These guys tend not to care about people's feelings.
0:33:42 > 0:33:43It was quite dreadful.
0:33:46 > 0:33:49'The good guys are finishing up and it's finally time to cheer up
0:33:49 > 0:33:53'this lovely couple and reveal their brand-new conservatory.'
0:33:53 > 0:33:59Just remind what that conservatory was like before we arrived.
0:33:59 > 0:34:02A scrapheap, water pouring down the wall.
0:34:02 > 0:34:04Rain coming down inside.
0:34:04 > 0:34:09Taking the wall apart, the wall was falling apart, the plaster was just peeling off, just breaking off.
0:34:09 > 0:34:11So, what are you hoping for?
0:34:11 > 0:34:15Just that the rain doesn't come in and we will be able to sit out there, it will be lovely.
0:34:15 > 0:34:17And what about you, Tony?
0:34:17 > 0:34:20The same thing - that we don't have to keep worrying about
0:34:20 > 0:34:23laying newspapers down on the floor every night.
0:34:23 > 0:34:26It's that time to show you guys exactly what we've done.
0:34:26 > 0:34:28So, are you ready?
0:34:28 > 0:34:30- Yes. - OK, guys let's go and have a look.
0:34:30 > 0:34:32Let's see what this job is all like.
0:34:35 > 0:34:37Follow me.
0:34:39 > 0:34:42- Come in.- Wow.
0:34:42 > 0:34:44Great, that's super.
0:34:48 > 0:34:49It's really lovely.
0:34:49 > 0:34:51- Do you like that, darling?- Lovely.
0:34:52 > 0:34:57Is it going to make you cry? You're all right, come on, come on.
0:34:57 > 0:35:00Listen, this is what it's all about.
0:35:00 > 0:35:03- This is what it's all about, Dianne. - That is super duper.
0:35:05 > 0:35:07Our good guys have done a cracking job.
0:35:07 > 0:35:14This roof was far from watertight - the flashing was faulty, the guttering a travesty.
0:35:14 > 0:35:18We've completely replaced the roof with a custom-built solution.
0:35:18 > 0:35:24The dodgy old gutters have gone, with bespoke box guttering providing a professional finish.
0:35:24 > 0:35:28Inside we've hacked back the mould infested wall
0:35:28 > 0:35:32and re-rendered and redecorated to create a smart new interior.
0:35:32 > 0:35:36Overall, the effect is the classic conservatory
0:35:36 > 0:35:38Dianne and Tony dreamed of
0:35:38 > 0:35:43and just the sort of finish you should expect when you call in the professionals.
0:35:43 > 0:35:48A brand spanking new conservatory roof.
0:35:48 > 0:35:52- New light, what do you reckon? - Absolutely superb. New light, yes.
0:35:52 > 0:35:55- Fantastic.- Thank you.
0:35:55 > 0:35:57You're more than welcome. You're more than welcome.
0:35:57 > 0:35:59Thank you very much.
0:35:59 > 0:36:02This is what it's all about. Well, I really hope
0:36:02 > 0:36:07you enjoy your conservatory the way it was supposed to be enjoyed.
0:36:07 > 0:36:13Even outside, you know, you know that downspout, that's gone.
0:36:13 > 0:36:18A proper downspout has been put in and redirected, so, you haven't got that stupid pipe outside your door.
0:36:18 > 0:36:25But listen you take good care of yourselves now, keep those cowboy builders away.
0:36:25 > 0:36:27- Yes, we will.- OK, good.
0:36:30 > 0:36:33Well, that's another victory for the good guys
0:36:33 > 0:36:37and seeing Dianne and Tony's faces got me pretty emotional, I've got to be honest.
0:36:37 > 0:36:40At least they've got a wonderful conservatory now.
0:36:40 > 0:36:45Dianne and Tony didn't waste any time settling into their new conservatory.
0:36:45 > 0:36:48I'd call that a result.
0:36:49 > 0:36:55Next door, our good guys, again led by Ian, are putting the finishing touches
0:36:55 > 0:36:58to Sara and Bob's newly replaced windows.
0:36:58 > 0:37:03Poor Dianne and Tony, they still feel responsible for recommending the builder who bodged both jobs.
0:37:03 > 0:37:09So, I want to find out if this has harmed their friendship.
0:37:09 > 0:37:14How has it affected your relationship with Dianne and Tony next door?
0:37:14 > 0:37:18- It hasn't at all.- Not at all.
0:37:18 > 0:37:23Because there are a lot of people that have been involved in this sort of thing before with neighbours and
0:37:23 > 0:37:27- it ends up absolutely nailing the relationship.- No, definitely not.
0:37:27 > 0:37:31No, not with them. They are lovely, an absolutely lovely couple.
0:37:31 > 0:37:33You wouldn't wish for better neighbours.
0:37:33 > 0:37:36We don't bear a grudge or anything like that at all.
0:37:36 > 0:37:42The Lightfoots and Fitzpatricks are lucky their friendship survived the cowboy's attack.
0:37:42 > 0:37:47Follow my advice and you won't risk falling out with your nearest and dearest.
0:37:58 > 0:38:00Our good guys' work is almost done,
0:38:00 > 0:38:04all we need to do is install a smile for this happy couple.
0:38:04 > 0:38:07But what have they learned from this experience?
0:38:07 > 0:38:13Get references definitely. Go and inspect some work, the work that they've done.
0:38:13 > 0:38:17Just get some general knowledge about the company as well.
0:38:17 > 0:38:19Great, it's a great idea. What about you, Bob?
0:38:19 > 0:38:24Just investigate a bit more and then go with the flow and hopefully it's OK.
0:38:24 > 0:38:26And don't forget, if you are unhappy
0:38:26 > 0:38:30and you think things are going wrong at the time you have got to flag it up.
0:38:30 > 0:38:32- Yeah.- I think that's the most important thing as well.
0:38:32 > 0:38:35No cash up front, either. Contracts, all the rest of it.
0:38:35 > 0:38:40Can you remember some of the bad things that had gone on before we arrived?
0:38:40 > 0:38:45Basically, the windows wouldn't open, there was gaps and it was just a mess.
0:38:45 > 0:38:47- A mess, yes. - A bit chilly-willy in winter, Bob?
0:38:47 > 0:38:49- Yes, definitely.- Definitely.
0:38:49 > 0:38:54So, what are you now hoping for because I know you did a lot of
0:38:54 > 0:38:56your own reparation work, particularly inside?
0:38:56 > 0:38:59A nice finish. That would be lovely.
0:38:59 > 0:39:01Better presentation and looking better.
0:39:01 > 0:39:04No holes, no looseness and looking good.
0:39:04 > 0:39:05And I can open my window.
0:39:05 > 0:39:08Let's go.
0:39:08 > 0:39:09After you, Bob.
0:39:12 > 0:39:14Oh, my God! How different.
0:39:14 > 0:39:16Oh, my Lord!
0:39:16 > 0:39:21What's the first thing that hits you when you see those windows now, compared to what they did look like?
0:39:21 > 0:39:25It's totally different - they've been put in properly and the trim.
0:39:25 > 0:39:27The presentation's lovely.
0:39:27 > 0:39:29Hundred times better.
0:39:29 > 0:39:33In terms of that window there, do you remember there was
0:39:33 > 0:39:36a couple of problems with it, do you remember what they were?
0:39:36 > 0:39:40- The bow at the top. - Yes, it was bowing at the top and the window wouldn't open.
0:39:40 > 0:39:43The window wouldn't open. What's the point in having a window
0:39:43 > 0:39:47and it doesn't open because at the end of the day that could, one day, be the means of escape.
0:39:47 > 0:39:51- Yeah, fire escape. - I'm going to go and check if that window opens. Come on.
0:39:55 > 0:39:59Our good guys' work has really shone here this week.
0:39:59 > 0:40:05Sara and Bob's windows were an eyesore, draughty and dangerous and they let in the damp.
0:40:05 > 0:40:10Now they fit like a glove, safely and securely seated in place.
0:40:10 > 0:40:13There will be no more dripping sills or draughty gaps in the Fitzpatrick house,
0:40:13 > 0:40:20and they can be certain that dangerous drops and jammed windows are a thing of the past.
0:40:21 > 0:40:23Now, this is important.
0:40:27 > 0:40:29Ohh. It opens.
0:40:29 > 0:40:31Oh, wicked.
0:40:31 > 0:40:36- It just wouldn't open before, would it?- No, it wouldn't open at all. It's lovely.- But now it does.
0:40:36 > 0:40:40All round the trim... Everything else is fantastic.
0:40:40 > 0:40:42It looks the absolute business but you know what,
0:40:42 > 0:40:46when it comes to security, the most important window was?
0:40:46 > 0:40:50- My son's bedroom.- Your son's bedroom, shall we go and check that out? - Lovely, yeah.- Come on.
0:40:50 > 0:40:54The most worrying window was in son Bradley's bedroom
0:40:54 > 0:41:00where missing safety catches meant the window opened wide to reveal a dangerous drop.
0:41:00 > 0:41:03Here we go.
0:41:03 > 0:41:05Obviously, again the work they've done with the window,
0:41:05 > 0:41:10it's fantastic, it's secure now but when you open the window...
0:41:10 > 0:41:14Oh, that's better, isn't it?
0:41:14 > 0:41:18Now if you are concerned about how to open it, it's very simple.
0:41:18 > 0:41:26These green tags either side, if you clip them up like so and push, the window will open as it did before.
0:41:26 > 0:41:31So, for security and safety purposes, great that it's keeping your boy safe.
0:41:31 > 0:41:37If it was needed to be a means of escape in case of fire, or whatever, you can still open that window now.
0:41:37 > 0:41:38OK.
0:41:38 > 0:41:43As you shut the window those little pegs will lock in,
0:41:43 > 0:41:48shut it down, when you go to open it again, it's locked.
0:41:48 > 0:41:51- Peace of mind. - How does that make you feel?
0:41:51 > 0:41:54- Brilliant.- Peace of mind. - I can go to bed to sleep.
0:41:54 > 0:41:56The way it should have been.
0:41:56 > 0:41:59The way it should have been.
0:41:59 > 0:42:02You know it's true everybody needs good neighbours.
0:42:02 > 0:42:05And these guys are certainly lucky enough to live next door to each other.
0:42:05 > 0:42:12Their friendship has been strong enough to withstand both the emotional AND financial burdens.
0:42:12 > 0:42:18I'm really pleased that no cowboy could rustle up trouble between these neighbours.
0:42:19 > 0:42:22You know who you are and now we know who you are
0:42:22 > 0:42:28and by exposing your dirty tricks we'll prevent others from falling into the Cowboy Trap.
0:42:29 > 0:42:35If you've had a problem with builders and you would like to tell your story on Cowboy Trap
0:42:35 > 0:42:36then please call us on...
0:42:44 > 0:42:49Or you can send us an email to...
0:42:49 > 0:42:51Help us round up the cowboys.
0:43:14 > 0:43:17Subtitles by Red Bee Media Ltd
0:43:17 > 0:43:20Email subtitling@bbc.co.uk