Episode 11 Cowboy Trap


Episode 11

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Cowboy builders and rogue traders

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cost UK homeowners tens of millions of pounds every year

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and it seems to me

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that they just keep getting away with it.

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We spent £3,000

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on a pile of...rubbish really.

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I've travelled thousands of miles up and down the country

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and I've been appalled at the level of bad building practice

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that's been going on.

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I'd call them thieves

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because they didn't do their job.

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We called them in three or four times but because we're old,

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they sort of went, "We don't care."

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Our team of experts are on hand to right the wrongs

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and offer a glimmer of hope

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to those that have been tricked by these conmen.

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Oh, great, that's super.

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Today we are in the most easterly town in the UK, Lowestoft.

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Home to some huge wind turbines

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and some homeowners whose hard-earned cash has been blown away

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by a cowboy builder.

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Dianne and Tony Lightfoot dreamed of a cosy conservatory they could relax in during their retirement.

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Dianne loves sitting in the sun.

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We were going to have chairs out and sit out there and dream.

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But their dreams became a washout as soon as the rain came.

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I said, "When are you coming to finish?"

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He said, "It is finished." I said, "It's not."

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"Water's still pouring in." He said, "We've gone bust."

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And Sara and Bob Fitzpatrick desperately wanted to update their old draughty windows.

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Windows were old and they were cold.

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So, we decided to have the windows done.

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But their new windows were worse.

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They were draughty AND let in the damp.

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When it started raining,

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it started leaking.

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All the wallpaper was damp and just leaking through.

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These two couples live right next door to each other

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and, would you believe it,

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they're both victims of the same bodge-job builder.

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The story begins with the Lightfoots.

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Dianne and Tony live here in their Lowestoft home, along with Monty the parrot.

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Five years ago, they decided to make some modernisations,

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starting with linking an outside toilet to the main house.

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We needed a downstairs toilet.

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But once the toilet had been finished we then required some means of

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getting out there without having to take an umbrella during the winter.

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So, we decided it would be nice to have a conservatory to join the house to the outbuilding.

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Dianne and Tony decided to dip into their savings for a dream conservatory.

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Now, they needed a builder.

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-We saw this big advert, it was quite advert about four or five inches by three.

-Father and son.

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They gave an address on there and that's something that I tend to look for - an address.

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I would never ask anyone to come and do a job if it was just

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a mobile number.

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I like to know who they were and where they lived.

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Now, I don't go into their past, I don't look into their past.

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I just think that if they're working then they must be honest.

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It's naive I suppose.

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The Lightfoots hired the builders and work got off to a good start.

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When they came here they seemed such nice people.

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They really did seem nice people.

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The father, who ran the business, he was an elderly man.

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But he was a bruiser, wasn't he?

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He was quite a bruiser, yeah.

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But they were so pleasant to us, they were very pleasant.

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Everything seemed... Everything seemed genuine about them.

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Before they knew it the Lightfoots had their dream conservatory.

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On the day they finished we were absolutely thrilled because it was the beginning of the summer time.

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We had an opening day don't forget for all the neighbours to come and see the good work.

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"Do you want to come and see it?" And we had no problems.

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The sun was on - it was lovely.

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You could get the chairs out and sit in the sun then, couldn't you?

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But when the sun stopped shining the warm glow soon disappeared.

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Soon as it rained, "Isn't rain coming through there?"

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It was just a drip, drip, drip,

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like that. And I'm wondering where's this coming from.

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It came right over the middle of the door, it would just start to pour in

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and that would really come heaving down all the time.

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You go out to the toilet you'd get wet.

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-You'd get all wet just going out through the door.

-We saw the fungus growing, didn't we?

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Yeah. The wall was turning green.

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The paint was coming off the wall. It got worse and worse.

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Follow my top tip to avoid ending up in the same soppy mess.

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If you have building work done during the dry summer months and

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you want to be sure it's water tight

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for when the winter weather comes, use this simple trick.

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Do a soak test with a hose or watering can so you can be sure

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all the seals are watertight before you pay the final bill.

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Tony and Dianne handed over £4,370 of their precious retirement

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savings before they discovered their roof didn't even have them covered.

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This case is a conservatory calamity. As far as I am concerned this trader was simply clueless.

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Rather than giving them dry access to their downstairs toilet, Tony and Dianne got an unwanted wet room.

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DOORBELL RINGS

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-Time to check out the shoddy work for myself. Tony?

-Yes.

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Hi, I'm Clive from Cowboy Trap.

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-Hello, sir.

-Now, I hear you've had problems with cowboy builders. Do you mind showing me around?

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No, not at all, you've very welcome.

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Thank you, sir.

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-Ahh, into the light, Tony.

-Yes, into the daylight.

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OK, so this is where the, ooh, OK. I can your problems.

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How long ago was it when it was put up?

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-Five years.

-There's obviously water ingress.

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Looking here though, Tony, this plastic extrusion here,

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I can't understand why they haven't actually mitred the joints.

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All they've done is they've cut the plastic extrusion, butted it

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together and then just put some mastic down it. It looks horrible.

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It does yes.

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It's not good.

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And, of course, we've got moisture coming in here, and lots of it by the look of it.

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Big lumps of green hanging out this here. That just all crashed down.

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OK, you've got all the green mould spores that are growing. You'll get more of that.

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-Of course, yeah.

-So, it definitely will travel through.

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It certainly will.

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That has got to be addressed.

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How long has that been leaking?

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-Well, this was put up in the summer.

-Yeah.

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We knew nothing about any leaks or anything until the winter came.

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So, in that very winter you had it installed.

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-The first year we had drips coming down here, just in this area here.

-OK.

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So, we had to put newspapers down here and that gradually worked its way along the side of the building.

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'Five years of constant leaking has made a mouldy mess of this conservatory.

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'I need to take a closer look at where the problem lies.'

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Let's have a look. That's a mess.

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Look at that, a bit of flash band that doesn't look like it's been put on properly.

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The problem with flash band as well, if you try and put it on existing damp surfaces it will not stick.

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-Of course not.

-It just doesn't have the longevity of a properly fitted lead flashing.

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There's load of mastic in there, loads and loads.

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The lead flashing, I can see the lead flashing underneath but it is

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too short and it hasn't been bonded back into the mortar deep enough.

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I think I have seen enough here, Tony.

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'This conservatory hasn't been sealed correctly and that's why it's left the walls in this mouldy,

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'soggy state, worse still with Dianne and Tony's savings spent

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'they've been unable to fix it for five years.'

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We've always tried to do best by other people yet we haven't been done the best by ourselves.

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And I think that's where it comes.

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-It hurts, yeah.

-You would never dream of letting anybody down

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and yet these sort of guys wouldn't think twice.

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-I often think they'd even let their own parents down if they were doing a job for them.

-Absolutely.

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Cos they haven't got a clue about doing the work properly.

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You've not been well, both of you

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-and that adds to it.

-Yes, it adds to the stress there's no doubt about that.

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How did that make you feel when you realised that these guys have let you down?

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Dreadful, dreadful.

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Made me cry.

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We were done and...

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-that's all we can do about it.

-But, of course,

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we are here to help you to move on, move forward and put things right for you.

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What could we do to help?

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What could we do to help you?

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-To stop the rain coming in there.

-You want us to stop that happening and put right the wrongs.

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-Yeah.

-We want to lift that bit of a stress and put a smile back on your face.

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-I'm charged with that job of getting that sorted.

-It's very kind.

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Quite simply, this is just another case of cowboy tradesman taking advantage of vulnerable people.

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Both Dianne and Tony suffer with health problems

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and they really could have done without the added stress.

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It's time to bring in the good guys.

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'Coming up, an independent inspector casts his expert eye over the builder's work.'

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They have come up against something they are a bit unsure of and

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they've bodged it and it has not worked.

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Now, it's time to meet the neighbours.

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Sara and Bob Fitzpatrick and children Bradley and Casey

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have lived next door to the Lightfoots for seven years.

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Five years ago they wanted to replace their draughty old windows.

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The windows were old and they were cold.

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It was cold and it was getting damp, mould was coming through.

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So, we decided to have the windows done.

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Sara and Bob are good friends with neighbours Dianne and Tony, so Sara was happy to take a recommendation

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for the builder who had just built their conservatory.

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They did a really good job, or we thought they did a good job. We got their number

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and went ahead with the company they used next door.

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I wasn't here, I was working.

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So, I just went along with what you looked at, you were happy enough.

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It needed doing, so we went ahead with it.

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The quote was good, we had two more quotes and he came up the cheapest.

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He quoted us roughly £2,800.

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The quotes were sort of £3,500, £4,500.

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So, there was a big difference between £2,800 and £4,500.

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You know, times were hard, so we went ahead with that one.

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Follow my top tips when you're looking for a builder.

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If one builder's quote is much lower than the rest, ask yourself why.

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Get a detailed breakdown of the quote.

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The cost of building work is made up

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of two main parts, labour and materials.

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Compare the quotes carefully to identify where the cheapest

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builder is planning to cut the cost,

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to satisfy yourself they won't be cutting corners on your job.

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Sara was hooked on the attractive price, but things soon turned ugly.

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He arrived and started upstairs.

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Then, I got a bit nervous that he got a crowbar and he was crowbarring the windows out.

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That was damaging the walls. They cracked the tiles in the bathroom.

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It was just...

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the way he was working, it didn't seem to be professional.

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The second day, he finished the job,

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didn't clear up, bits of glass on the floor and the screws,

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bits of plastic, things like that. Got his money and just went.

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I was happy with the job,

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you know, I had new windows and it looked absolutely lovely,

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but you just never know. I was blind.

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It's easy to get carried away when things clearly look

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better than before, but you should always inspect the work thoroughly.

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When Bob got home, that's exactly what he did and he was less than impressed with the job done.

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Well, it just looked ugly.

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You look at the holes...

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No, not good. It didn't look straight.

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I just noticed straight away.

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It was the damage to the inside of the property.

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The gaps in the walls that he'd left.

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When it started raining, it started leaking.

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It wasn't just little drips, it was quite...

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bad because we had really bad weather.

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All the wallpaper was damp and it was leaking through.

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Sara and Bob paid £2,800 for their new windows, but the finish was appalling.

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They were draughty and they leaked.

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We paid in cash. I can't even remember if we had a receipt.

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We spent £2,800 on a job that should have been done and finished

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but it wasn't. We tried to ring the company up, the number was discontinued.

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Couldn't even get hold of them, they wasn't even trading under that name.

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That was it, we didn't know what to do.

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Both neighbours, the Fitzpatricks and the Lightfoots,

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have been left drowning in damp by the same corner-cutting cowboy.

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Sara and Bob wanted brand-new windows and doors but all they got was wonky dangerous windows

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and it could have cost them their friendship with the neighbours.

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'I need to take a closer look at the damage.'

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-Hello, are you Sara?

-I am, yes.

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-Hi, I'm Clive from BBC's Cowboy Trap. Do you mind showing me around?

-No, not at all.

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Thank you.

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Let's see what the job looks like from the outside.

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-How many windows in total, Sara?

-Eight windows and the door as well.

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Eight windows and the door, OK. What problems did you have with them?

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Leaking - all the edges are coming off. The trims are all split.

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Basically this bit in here.

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It's all been put, in but it's all coming off on the other ones as well.

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Looking at it first of all, it doesn't look like the windows are seated properly.

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That is way too far forward.

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It is a bit of a concern, I have to say that it

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-also seems like it's out of line.

-OK.

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So, that will definitely need addressing. What about the window up top?

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That's the one that's got the gap. So, you can see daylight through it.

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So, that's going to need adjusting.

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And again, I have to say it's sitting too proud of the wall, way too proud.

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It obviously needs adjusting.

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-Just show me the remaining windows if you would.

-OK.

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What were the problems that you had with this window?

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This is the window that leaked.

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Again, it's sitting too far forward, it's not sat back enough.

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That's, I can tell you now, where the rain has started to come in at the top.

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Now, that header trim there, is actually bowing like that.

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The problem being, I don't know if you can see there, the top of this opener here, it's actually touching.

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And what's happening is, because they've not packed it out properly,

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the pressure will drop and drop and eventually...

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I mean, worse-case scenario when it has too much pressure the glass can shatter.

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-Oh!

-So, as you can see there, a lot of pressure already coming down.

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We can't actually open that window, so that would be why, I suppose.

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I've just clocked another one now. Sorry, I'm really sorry.

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But any problems with this one here, to the bedroom?

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The only problem with that one, we needed a safety catch for the children, a safety window.

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We asked for one, but we didn't get one.

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I need to go and have a look inside now.

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-I know this is where you've done some remedial work yourself, isn't it?

-Yes.

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-I think we should go and have a look at what is happening inside.

-OK.

-Let's go.

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'The windows don't look good at all from the outside.

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'I'd be surprised if they looked much better from inside.'

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Clive, this is what I've done to make things better.

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There was a big hole down the side, so I've put all the trims on.

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You know why there'd have been big holes in there, Sara, because

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when they took the old windows out it would have sat back much further.

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-They sat in properly and that's why you've had to do remedial work. Have you put the tiles on there?

-I did.

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Why did you have to do that?

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Cos he used a crowbar to get the windows out, so he dented all the wood underneath.

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-So, he damaged all the sill?

-Yeah.

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Wow, it's just butchered isn't it, really?

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'The builder has done a right bodge job on these windows.

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'The finish is dreadful and some of them won't even open.'

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Wow, I tell you what that was never going to open.

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The pressure on it must be immense, big style.

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That's just not good, is it?

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It just gets worse as you come inside.

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That's got to be addressed because if it was a means of escape

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-at any time, how the heck are you going to get out of there?

-You wouldn't.

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You had water coming in here. Tell me what the problem was there?

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Rain used to come all the way through and go across and down the wall and

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it used to come out, it's all stained there, on the corners.

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'Upstairs in son Bradley's room, the window is downright lethal.'

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That is just not child-safe at all.

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Long drop down and that way window opened way too wide.

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It would not pass any safety regulations whatsoever.

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-Let's go back down and I'll sort everything out.

-OK.

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Amazingly, the day it was finished Sara was delighted.

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The two days were over, you come out and you have a look at the job and what did you say?

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-"Wow. Lovely."

-Get out. Get out!

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I did. I didn't know any different.

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The windows were in, they looked lovely. Compared to what I had before,

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the windows looked, wow, brilliant.

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-Did you have that same feeling?

-I didn't, did I?

-No, not really.

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I'd been working all day and I had a look round and I thought,

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-"How much did you pay for that?"

-I was still happy with the job that he'd done. Until..

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Until?

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-It rained.

-No way, what happened?

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It started to gush in through...

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-the windows.

-Not all the windows?

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-Four of them. So, we had puddles on the floor.

-Wow!

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It was damp, wasn't it?

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Damp and...

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then the mould sets in.

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That is pretty serious, isn't it?

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The wallpaper started to bubble,

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carpets were wet.

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That is a shock to me, that's way more serious than I thought.

0:19:320:19:35

I could see that they weren't fitted very well.

0:19:350:19:40

You must have been gutted by that time.

0:19:400:19:43

Gutted, I was gutted,

0:19:430:19:46

definitely gutted.

0:19:460:19:47

So, what could we do for you?

0:19:470:19:51

What would you like us to do

0:19:510:19:54

to address the problem?

0:19:540:19:56

-Basically, put the windows in properly, I suppose.

-Do you know what,

0:19:560:20:00

my promise to you is that's exactly what we are going to do.

0:20:000:20:04

'Coming up, neighbours Sara and Tony join forces to confront the builder who bodged both jobs.'

0:20:040:20:11

He's not away is he? Any idea what time he'll be back home?

0:20:110:20:14

They say lightning never strikes twice,

0:20:190:20:21

but it did in this Lowestoft street, when a bodging builder worked on two neighbouring properties.

0:20:210:20:27

Dianne and Tony Lightfoot's retirement dream was for a light

0:20:270:20:31

and airy conservatory, but they've been left nursing a leaky dead loss.

0:20:310:20:37

There was a lot of stress, tremendous amount

0:20:370:20:40

because the biggest fear for me was that

0:20:400:20:44

the main wall of the house was being affected by the absorption of this water.

0:20:440:20:50

The green is coming through, isn't it, indoors?

0:20:510:20:54

So, we were worried that we may have to have part of the wall removed and rebuilt.

0:20:540:21:02

Well, there was no way we could do that, we haven't got the money for that.

0:21:020:21:06

Dianne and Tony have spent their life savings, but all they've been left with is a building nightmare.

0:21:060:21:12

Before the good guys get stuck in, completely overhauling this cowboy conservatory,

0:21:120:21:17

let's get the verdict of independent building surveyor, Christian Mountney.

0:21:170:21:22

Christian, how are you, sir?

0:21:260:21:29

-Nice to see you.

-What have you found that doesn't meet your liking?

0:21:290:21:34

Right, well, obviously what we've got here

0:21:340:21:37

is the result of the way they've weathered the conservatory.

0:21:370:21:42

They've put a gypsum plaster over the original render, that's behind there.

0:21:420:21:47

Gypsum does not function in any way well when it gets wet.

0:21:470:21:51

It does what you see here, it goes crumbly, peeling, flakes, falls off.

0:21:510:21:56

The salts get drawn out of the wall.

0:21:560:21:58

What we've got out there is a plastic gutter that sits against the wall of the house and they've attempted

0:21:580:22:05

to weather the gutter to the wall by using a lead flashing, which normally would be quite acceptable.

0:22:050:22:13

However, what they haven't done is installed the lead correctly.

0:22:130:22:15

It looks like they've brought a piece of lead to site which is too small. It then looks like

0:22:150:22:21

they've come back to have another go.

0:22:210:22:23

They've gunked a load of mastic into the joint and

0:22:230:22:27

that hasn't worked either. Water has still found its way behind the lead.

0:22:270:22:32

They've come back and put a strip of what we call flash band

0:22:320:22:35

against the wall, which is a torch-on felt strip,

0:22:350:22:41

which is not suitable for doing a long strip like this.

0:22:410:22:44

It might solve your problem for a month, but it is going to peel off.

0:22:440:22:48

It would seem that this company is a company that...they construct

0:22:480:22:53

these plastic conservatories, windows, that sort of thing.

0:22:530:22:56

They probably do a reasonable job.

0:22:560:22:57

They've come up against something they are a little bit unsure of and they've bodged it, it's not worked.

0:22:570:23:04

What mark out of a ten would you give the guys that did this conservatory?

0:23:040:23:07

Well, for the way they've weathered the conservatory construction against the wall it would be a nought.

0:23:070:23:14

Nought out of ten - that's disgraceful.

0:23:140:23:18

While the good guys get started dismantling the leaky conservatory, I'm going to chat to Dianne and Tony

0:23:180:23:24

to find out more about this cowboy builder.

0:23:240:23:27

-So, the job was done, at that stage you were happy, you paid the final payment I would imagine.

-Yes.

0:23:270:23:34

Neighbours came in, we celebrated the new conservatory

0:23:340:23:38

and then it rained, it really rained.

0:23:380:23:41

The rain started to heave down.

0:23:410:23:43

And then you got rain coming inside.

0:23:430:23:46

Yes, all over the door, it didn't come along the wall, just over the door.

0:23:460:23:50

-So, we put newspapers down and called them back and it took them a long time to come round.

-How long?

0:23:500:23:56

-They put some gunge...

-It must have been three or four weeks.

0:23:560:24:00

Three or four weeks, they let you actually...

0:24:000:24:04

-Think we'd been done properly.

-Yes.

0:24:040:24:07

I just don't understand. If rain is coming into your home and causing damage to the internal...

0:24:070:24:14

side of the property, why did it take them so long?

0:24:140:24:18

-They were so busy on other jobs.

-On jobs you'd given them?

-Yeah.

0:24:180:24:25

So, again you called them out, said, "Look it's still leaking."

0:24:250:24:28

-We are always calling them.

-Call them all the time. They are on holiday, they are somewhere else.

0:24:280:24:34

I saw them in the street and I said When are you coming to finish

0:24:340:24:36

"my conservatory?" He said, "I'm not, we've finished it, it is finished."

0:24:360:24:40

I said, "No it's not, it's still leaking."

0:24:400:24:42

He said, "Well, we've gone broke."

0:24:420:24:44

So, I said, "You're just a crook then"

0:24:440:24:47

and he walked away.

0:24:470:24:50

'Follow my top tip if things go wrong with your building project.'

0:24:510:24:54

Don't be a pushover for your careless contractor.

0:24:540:24:58

Contact Consumer Direct for advice

0:24:580:25:00

on how to notify your builder you are dissatisfied with their work.

0:25:000:25:05

They will help you set deadlines to correct

0:25:050:25:08

the problems and advise you how you may be able to recover your money.

0:25:080:25:12

Fortunately we've got the good guys in now to right all the wrongs.

0:25:130:25:19

Hey, things have got really busy here, Ian.

0:25:190:25:21

Do you mind coming down and having a quick chat with us?

0:25:210:25:24

-Sure.

-Ian, what did you make of the original work these guys had done?

0:25:240:25:28

The work just wasn't finished to a very high standard.

0:25:280:25:32

None of the corner trims were in place.

0:25:320:25:34

It was just very shoddily finished.

0:25:340:25:36

It was a sort of quick get-in and get-out job, it appears.

0:25:360:25:39

There are fundamental errors which could have been avoided

0:25:390:25:42

which would have stopped the issues the customers are having.

0:25:420:25:44

I think it is a little bit of a lack of knowledge

0:25:440:25:46

which has caused the problem but the overall finish is very, very poor.

0:25:460:25:50

Just talk us through what you intend to do and how it is going to look at the end.

0:25:500:25:55

The intention is to put everything right for the customers.

0:25:550:25:58

The main problem is there hasn't been any proper sealing done along the box gutter area.

0:25:580:26:02

We didn't know how bad the roof was constructed so we've decided we

0:26:020:26:07

to remove the whole roof so we can then know that we can start from scratch.

0:26:070:26:11

We are going to seal the box gutter to the wall.

0:26:110:26:14

Make sure the flashings are cut into the brickwork and not just stopping at the render.

0:26:140:26:18

Once we've got the whole roof replaced, we are then looking

0:26:180:26:21

to replaster the wall which was damaged, get that replastered and painted.

0:26:210:26:25

Get everything watertight so they don't have a repeat of the problems.

0:26:250:26:28

-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.

0:26:280:26:33

-OK. Thank you, mate.

-Thanks very much.

0:26:330:26:36

Well, things seem to be running very smoothly in the conservatory. Let's find out what's going on next door.

0:26:450:26:51

Coming up, Dianne and Tony finally get the conservatory they dreamed of.

0:26:540:26:59

Hey, ain't that super?

0:26:590:27:01

Back next door, the Fitzpatricks brush with the same bodging builder, also ended badly.

0:27:050:27:10

Sara and Bob Fitzpatrick have lived next door to Dianne

0:27:100:27:14

and Tony Lightfoot for seven years, so, when Sara wanted a builder

0:27:140:27:18

to replace all their draughty old windows, she was happy to take her neighbour's recommendation.

0:27:180:27:24

Sara and Bob thought this cowboy had done a great job on the conservatory

0:27:260:27:30

next door unaware of the troubles ahead.

0:27:300:27:33

And oblivious to the pressure it would eventually put on their relationship.

0:27:330:27:38

I had new windows and it looked absolutely lovely.

0:27:380:27:42

With the rain, it would leak and everybody would start shouting, just get heated up, you know.

0:27:420:27:48

Yeah, and there was me saying, "I told you so."

0:27:480:27:51

And then obviously it's like, "No, no, no!" and in the end you know...

0:27:510:27:56

This builder managed to bodge both neighbours' jobs

0:27:570:28:02

and these windows aren't only draughty, they are dangerous.

0:28:020:28:06

Our good guy, Ian Real, is doing a great job next door with

0:28:060:28:09

the conservatory, so I want to get his verdict on these warped windows.

0:28:090:28:15

Look at the state of the top trim there.

0:28:150:28:17

It's just so tight up against the opener.

0:28:170:28:20

It's not fitted correctly, certainly.

0:28:200:28:22

To my mind the window has gone in oversized because there isn't that much margin at the top.

0:28:220:28:27

It's just not the way to fit it. Looking at this here, the bead that you have

0:28:270:28:32

taken off here.

0:28:320:28:33

The window is sitting here more or less flush with the brickwork.

0:28:330:28:37

That should be a good 45 ml set back, or an inch and three quarters.

0:28:370:28:42

Just to stop the cold transfer and to allow you to seal up properly.

0:28:420:28:46

-What about that one, though?

-Oh, crikey, I hadn't noticed that.

0:28:460:28:50

-It looks like it's going to drop out altogether, doesn't it?

-It does.

0:28:500:28:53

That's the mortar groove you can see on the underside of the sill.

0:28:530:28:56

That should actually be well within the brickwork.

0:28:560:28:58

That's to provide the key between the cement work and the window.

0:28:580:29:02

I just do not know why they've brought them so far forward.

0:29:020:29:05

It's the easiest thing in the world to criticise other people's work,

0:29:050:29:08

but in this instance it is very, very poor.

0:29:080:29:11

But the great news is that the good guys are going to lend a hand to fix all these mistakes.

0:29:110:29:16

On this job Sara had to make all the decisions, from hiring the builder

0:29:190:29:23

to overseeing the work while Bob was away working.

0:29:230:29:27

He was less than impressed with what was done.

0:29:270:29:31

-What did you think was the problem?

-Just a mess really, I thought it was, didn't I?

0:29:310:29:36

I said straight away.

0:29:360:29:38

-Especially when it's nearly three grand.

-Yeah, it's a lot of money.

0:29:380:29:41

So, there were a few nights and days where things were stressed.

0:29:410:29:46

Basically, when it was raining, the kids were like, "There's wet on the floor."

0:29:460:29:51

I would have to get up in the middle of the night and go and put

0:29:510:29:54

buckets on the floor, pans, whatever I could get really, towels.

0:29:540:29:59

That is just bonkers.

0:29:590:30:01

You know wallpaper on the side getting a bit mucky, bloating, keep wiping it just to get by.

0:30:010:30:06

But, Bob, did you do the "I told you so", bit?

0:30:060:30:11

Well, I did but you know what it's like.

0:30:110:30:13

-How...?

-He told me so, yeah, he did.

0:30:130:30:17

Bob was saying, "Done this, it's wrong, that doesn't look right,

0:30:170:30:21

"this doesn't look right" and we'd just paid a lot of money.

0:30:210:30:25

It can test relationships this sort of thing.

0:30:250:30:28

There was a fair few words exchanged.

0:30:280:30:32

Things have been tough for the Fitzpatricks, so I'm glad that the good guys are here to help.

0:30:320:30:38

We're going to make sure that the windows are refitted

0:30:380:30:42

so that they are safe, secure, watertight and, of course, look good.

0:30:420:30:46

'I'm going to leave these boys to it while I get Sara and Tony together

0:30:460:30:49

'to see if we can't track down this cowboy.'

0:30:490:30:52

OK, Sara are we ready to make that call?

0:30:520:30:56

PHONE RINGS

0:30:580:31:00

-'Unfortunately this cowboy is playing hide and seek.'

-When will he be there?

0:31:040:31:07

'The builder's previous number was disconnected

0:31:070:31:10

'but we've got another number to try and there's an answer.'

0:31:100:31:13

Can you get him to ring me back on this number, then?

0:31:130:31:16

What do you reckon, Tony, do you think he'll phone us back?

0:31:160:31:21

I think he's probably there anyway.

0:31:210:31:22

What they try and do is, it's a big smokescreen.

0:31:220:31:27

This again, typical.

0:31:270:31:29

The cowardice comes from...

0:31:290:31:31

Normally they won't want to speak, normally...

0:31:310:31:34

they stop using that particular phone number, move onto another phone number.

0:31:340:31:39

It's just again part of this cowardice make up of these people.

0:31:390:31:44

That they can't come forward and go, "You know what I've made a mistake here, I've done wrong."

0:31:440:31:50

'Surprise, surprise, the builder never did return our call.

0:31:500:31:55

'Time to check in with the good guys.'

0:31:550:31:58

-Hey, Ian.

-Yes, mate.

0:31:580:32:01

Oh, I'm loving that.

0:32:010:32:03

So much is happening what is left to do? Obviously you are taking this window out.

0:32:030:32:08

We've got this window and the other kitchen window to come out.

0:32:080:32:11

We've done the two upstairs.

0:32:110:32:13

That one's complete, so we are now just rushing on these last two and

0:32:130:32:17

we should be able to get those done, hopefully by the end of play today. That's the aim.

0:32:170:32:21

Is this unique for you, Ian, working on two properties, next door to each other?

0:32:210:32:26

We've done work on properties together before but not at the same time.

0:32:260:32:29

Normally we finish one job before we move onto the next.

0:32:290:32:31

We like to try and keep things tidy and everyone happy before we move onto the next customer.

0:32:310:32:36

-This is unique.

-You can keep an eye on both jobs at the same time.

0:32:360:32:40

You can, I don't know if that's a good thing or a bad thing but we're trying our best.

0:32:400:32:43

-OK, keep up the good work. Cheers, Ian.

-Cheers, mate.

0:32:430:32:47

'Coming up, Sara and Bob can finally sleep sound as their newly-fitted windows are revealed.'

0:32:470:32:53

Oh, my God, how different.

0:32:530:32:55

Oh, my Lord.

0:32:550:32:57

Back at the Lightfoots, our good guys have had their

0:32:590:33:02

work cut out, completely overhauling the leaky conservatory.

0:33:020:33:07

They've had to remove the roof and install new flashing and guttering as well as fixing the wall.

0:33:070:33:12

'Poor Dianne and Tony have been left feeling bruised both financially and emotionally.'

0:33:120:33:18

How do you feel about recommending these guys?

0:33:180:33:21

Dreadful, dreadful because we were so pleased with what

0:33:210:33:27

they'd done for us that we thought that they were worth recommending.

0:33:270:33:32

Just thinking about it upsets me.

0:33:320:33:35

I'm sure. These guys tend not to care about people's feelings.

0:33:350:33:42

It was quite dreadful.

0:33:420:33:43

'The good guys are finishing up and it's finally time to cheer up

0:33:460:33:49

'this lovely couple and reveal their brand-new conservatory.'

0:33:490:33:53

Just remind what that conservatory was like before we arrived.

0:33:530:33:59

A scrapheap, water pouring down the wall.

0:33:590:34:02

Rain coming down inside.

0:34:020:34:04

Taking the wall apart, the wall was falling apart, the plaster was just peeling off, just breaking off.

0:34:040:34:09

So, what are you hoping for?

0:34:090:34:11

Just that the rain doesn't come in and we will be able to sit out there, it will be lovely.

0:34:110:34:15

And what about you, Tony?

0:34:150:34:17

The same thing - that we don't have to keep worrying about

0:34:170:34:20

laying newspapers down on the floor every night.

0:34:200:34:23

It's that time to show you guys exactly what we've done.

0:34:230:34:26

So, are you ready?

0:34:260:34:28

-Yes.

-OK, guys let's go and have a look.

0:34:280:34:30

Let's see what this job is all like.

0:34:300:34:32

Follow me.

0:34:350:34:37

-Come in.

-Wow.

0:34:390:34:42

Great, that's super.

0:34:420:34:44

It's really lovely.

0:34:480:34:49

-Do you like that, darling?

-Lovely.

0:34:490:34:51

Is it going to make you cry? You're all right, come on, come on.

0:34:520:34:57

Listen, this is what it's all about.

0:34:570:35:00

-This is what it's all about, Dianne.

-That is super duper.

0:35:000:35:03

Our good guys have done a cracking job.

0:35:050:35:07

This roof was far from watertight - the flashing was faulty, the guttering a travesty.

0:35:070:35:14

We've completely replaced the roof with a custom-built solution.

0:35:140:35:18

The dodgy old gutters have gone, with bespoke box guttering providing a professional finish.

0:35:180:35:24

Inside we've hacked back the mould infested wall

0:35:240:35:28

and re-rendered and redecorated to create a smart new interior.

0:35:280:35:32

Overall, the effect is the classic conservatory

0:35:320:35:36

Dianne and Tony dreamed of

0:35:360:35:38

and just the sort of finish you should expect when you call in the professionals.

0:35:380:35:43

A brand spanking new conservatory roof.

0:35:430:35:48

-New light, what do you reckon?

-Absolutely superb. New light, yes.

0:35:480:35:52

-Fantastic.

-Thank you.

0:35:520:35:55

You're more than welcome. You're more than welcome.

0:35:550:35:57

Thank you very much.

0:35:570:35:59

This is what it's all about. Well, I really hope

0:35:590:36:02

you enjoy your conservatory the way it was supposed to be enjoyed.

0:36:020:36:07

Even outside, you know, you know that downspout, that's gone.

0:36:070:36:13

A proper downspout has been put in and redirected, so, you haven't got that stupid pipe outside your door.

0:36:130:36:18

But listen you take good care of yourselves now, keep those cowboy builders away.

0:36:180:36:25

-Yes, we will.

-OK, good.

0:36:250:36:27

Well, that's another victory for the good guys

0:36:300:36:33

and seeing Dianne and Tony's faces got me pretty emotional, I've got to be honest.

0:36:330:36:37

At least they've got a wonderful conservatory now.

0:36:370:36:40

Dianne and Tony didn't waste any time settling into their new conservatory.

0:36:400:36:45

I'd call that a result.

0:36:450:36:48

Next door, our good guys, again led by Ian, are putting the finishing touches

0:36:490:36:55

to Sara and Bob's newly replaced windows.

0:36:550:36:58

Poor Dianne and Tony, they still feel responsible for recommending the builder who bodged both jobs.

0:36:580:37:03

So, I want to find out if this has harmed their friendship.

0:37:030:37:09

How has it affected your relationship with Dianne and Tony next door?

0:37:090:37:14

-It hasn't at all.

-Not at all.

0:37:140:37:18

Because there are a lot of people that have been involved in this sort of thing before with neighbours and

0:37:180:37:23

-it ends up absolutely nailing the relationship.

-No, definitely not.

0:37:230:37:27

No, not with them. They are lovely, an absolutely lovely couple.

0:37:270:37:31

You wouldn't wish for better neighbours.

0:37:310:37:33

We don't bear a grudge or anything like that at all.

0:37:330:37:36

The Lightfoots and Fitzpatricks are lucky their friendship survived the cowboy's attack.

0:37:360:37:42

Follow my advice and you won't risk falling out with your nearest and dearest.

0:37:420:37:47

Our good guys' work is almost done,

0:37:580:38:00

all we need to do is install a smile for this happy couple.

0:38:000:38:04

But what have they learned from this experience?

0:38:040:38:07

Get references definitely. Go and inspect some work, the work that they've done.

0:38:070:38:13

Just get some general knowledge about the company as well.

0:38:130:38:17

Great, it's a great idea. What about you, Bob?

0:38:170:38:19

Just investigate a bit more and then go with the flow and hopefully it's OK.

0:38:190:38:24

And don't forget, if you are unhappy

0:38:240:38:26

and you think things are going wrong at the time you have got to flag it up.

0:38:260:38:30

-Yeah.

-I think that's the most important thing as well.

0:38:300:38:32

No cash up front, either. Contracts, all the rest of it.

0:38:320:38:35

Can you remember some of the bad things that had gone on before we arrived?

0:38:350:38:40

Basically, the windows wouldn't open, there was gaps and it was just a mess.

0:38:400:38:45

-A mess, yes.

-A bit chilly-willy in winter, Bob?

0:38:450:38:47

-Yes, definitely.

-Definitely.

0:38:470:38:49

So, what are you now hoping for because I know you did a lot of

0:38:490:38:54

your own reparation work, particularly inside?

0:38:540:38:56

A nice finish. That would be lovely.

0:38:560:38:59

Better presentation and looking better.

0:38:590:39:01

No holes, no looseness and looking good.

0:39:010:39:04

And I can open my window.

0:39:040:39:05

Let's go.

0:39:050:39:08

After you, Bob.

0:39:080:39:09

Oh, my God! How different.

0:39:120:39:14

Oh, my Lord!

0:39:140:39:16

What's the first thing that hits you when you see those windows now, compared to what they did look like?

0:39:160:39:21

It's totally different - they've been put in properly and the trim.

0:39:210:39:25

The presentation's lovely.

0:39:250:39:27

Hundred times better.

0:39:270:39:29

In terms of that window there, do you remember there was

0:39:290:39:33

a couple of problems with it, do you remember what they were?

0:39:330:39:36

-The bow at the top.

-Yes, it was bowing at the top and the window wouldn't open.

0:39:360:39:40

The window wouldn't open. What's the point in having a window

0:39:400:39:43

and it doesn't open because at the end of the day that could, one day, be the means of escape.

0:39:430:39:47

-Yeah, fire escape.

-I'm going to go and check if that window opens. Come on.

0:39:470:39:51

Our good guys' work has really shone here this week.

0:39:550:39:59

Sara and Bob's windows were an eyesore, draughty and dangerous and they let in the damp.

0:39:590:40:05

Now they fit like a glove, safely and securely seated in place.

0:40:050:40:10

There will be no more dripping sills or draughty gaps in the Fitzpatrick house,

0:40:100:40:13

and they can be certain that dangerous drops and jammed windows are a thing of the past.

0:40:130:40:20

Now, this is important.

0:40:210:40:23

Ohh. It opens.

0:40:270:40:29

Oh, wicked.

0:40:290:40:31

-It just wouldn't open before, would it?

-No, it wouldn't open at all. It's lovely.

-But now it does.

0:40:310:40:36

All round the trim... Everything else is fantastic.

0:40:360:40:40

It looks the absolute business but you know what,

0:40:400:40:42

when it comes to security, the most important window was?

0:40:420:40:46

-My son's bedroom.

-Your son's bedroom, shall we go and check that out?

-Lovely, yeah.

-Come on.

0:40:460:40:50

The most worrying window was in son Bradley's bedroom

0:40:500:40:54

where missing safety catches meant the window opened wide to reveal a dangerous drop.

0:40:540:41:00

Here we go.

0:41:000:41:03

Obviously, again the work they've done with the window,

0:41:030:41:05

it's fantastic, it's secure now but when you open the window...

0:41:050:41:10

Oh, that's better, isn't it?

0:41:100:41:14

Now if you are concerned about how to open it, it's very simple.

0:41:140:41:18

These green tags either side, if you clip them up like so and push, the window will open as it did before.

0:41:180:41:26

So, for security and safety purposes, great that it's keeping your boy safe.

0:41:260:41:31

If it was needed to be a means of escape in case of fire, or whatever, you can still open that window now.

0:41:310:41:37

OK.

0:41:370:41:38

As you shut the window those little pegs will lock in,

0:41:380:41:43

shut it down, when you go to open it again, it's locked.

0:41:430:41:48

-Peace of mind.

-How does that make you feel?

0:41:480:41:51

-Brilliant.

-Peace of mind.

-I can go to bed to sleep.

0:41:510:41:54

The way it should have been.

0:41:540:41:56

The way it should have been.

0:41:560:41:59

You know it's true everybody needs good neighbours.

0:41:590:42:02

And these guys are certainly lucky enough to live next door to each other.

0:42:020:42:05

Their friendship has been strong enough to withstand both the emotional AND financial burdens.

0:42:050:42:12

I'm really pleased that no cowboy could rustle up trouble between these neighbours.

0:42:120:42:18

You know who you are and now we know who you are

0:42:190:42:22

and by exposing your dirty tricks we'll prevent others from falling into the Cowboy Trap.

0:42:220:42:28

If you've had a problem with builders and you would like to tell your story on Cowboy Trap

0:42:290:42:35

then please call us on...

0:42:350:42:36

Or you can send us an email to...

0:42:440:42:49

Help us round up the cowboys.

0:42:490:42:51

Subtitles by Red Bee Media Ltd

0:43:140:43:17

Email [email protected]

0:43:170:43:20

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