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