0:00:03 > 0:00:06Across the length and breadth of the country,
0:00:06 > 0:00:10cowboy builders and rogue traders are causing chaos and destruction
0:00:10 > 0:00:12to people's homes and their lives.
0:00:12 > 0:00:16They were taking the radiators off the walls and loading everything off into their van.
0:00:16 > 0:00:17So I rang the police.
0:00:17 > 0:00:22We're going to show you some of the worst building disasters in Britain.
0:00:22 > 0:00:26Unfortunately, we were left to pick up the pieces of this, you know what I mean.
0:00:26 > 0:00:30It's been quite traumatic, the last four-and-a-half years.
0:00:30 > 0:00:31Along with my team of experts,
0:00:31 > 0:00:36I'm here to help those who've suffered at the hands of these shameful individuals
0:00:36 > 0:00:40and turn devastation into delight.
0:00:40 > 0:00:43Oh, wow! Look at this.
0:00:43 > 0:00:46Remember to listen up and take on board all my hints and tips,
0:00:46 > 0:00:49so you don't get caught between a rock and a hard place
0:00:49 > 0:00:51and end up falling into the Cowboy Trap.
0:01:01 > 0:01:05On today's Cowboy Trap, we're travelling the length of the UK.
0:01:05 > 0:01:08We're in Dorset where a teacher wanted a new extension,
0:01:08 > 0:01:13but ended up with a builder who should have been kept in detention.
0:01:13 > 0:01:16I arrived about four days into the project
0:01:16 > 0:01:19and he'd knocked the door down into the kitchen,
0:01:19 > 0:01:21but he'd done it in the wrong place
0:01:21 > 0:01:23and I said, "That's not where the door goes."
0:01:23 > 0:01:25And we're heading to Glasgow,
0:01:25 > 0:01:27where it never rains but it pours,
0:01:27 > 0:01:33as one family found out when they had new double glazing installed by a rogue salesman.
0:01:33 > 0:01:38As soon as it rains during the winter, we get the rain in again.
0:01:38 > 0:01:43And I can actually lift a bar of soap and stand under that and have a shower with it.
0:01:43 > 0:01:46This family has endured four years of misery
0:01:46 > 0:01:50as rain and damp has ruined their curtains, blinds and decorations.
0:01:50 > 0:01:54All because of dodgy double glazing.
0:01:54 > 0:01:56It's cost us thousands of pounds, too, I mean,
0:01:56 > 0:01:59just for getting these new windows in, that were faulty,
0:01:59 > 0:02:01do you know what I mean?
0:02:01 > 0:02:05First up, we're in Broadstone, Dorset,
0:02:05 > 0:02:09where teacher, Ann Yates loves living with her German Shepherd, Poppy.
0:02:09 > 0:02:11Her two-bed bungalow was fine for her,
0:02:11 > 0:02:14but when her daughter gave birth to a new grandson,
0:02:14 > 0:02:19she wanted extra bedrooms and a new bathroom for when they came to stay.
0:02:19 > 0:02:22While she was at it, she would have a new kitchen fitted, too.
0:02:22 > 0:02:24It was a two-bedroom bungalow,
0:02:24 > 0:02:28but upstairs the attic had already been converted with windows.
0:02:28 > 0:02:31So it just needed stairs putting in
0:02:31 > 0:02:36and the upstairs made habitable because there were already three windows in.
0:02:36 > 0:02:41When I talked to the architect, he said, "You need extra windows because you need extra roof height."
0:02:41 > 0:02:46With architects' plans in place, and a £50,000 mortgage to pay for the work,
0:02:46 > 0:02:52Ann found a builder who completely put her at ease from the start.
0:02:52 > 0:02:56'I was really pleased. He was very, very reassuring,'
0:02:56 > 0:03:00because he'd put his arm round me, "Everything's fine, don't worry about it."
0:03:00 > 0:03:05The work was so extensive that Ann had to move out and into temporary accommodation,
0:03:05 > 0:03:09so she wasn't always there to supervise.
0:03:09 > 0:03:12But for a while, everything seemed fine.
0:03:12 > 0:03:16About three or four weeks before the building project was due to be finished,
0:03:16 > 0:03:18the kitchen still hadn't been fitted.
0:03:18 > 0:03:23A couple of neighbours stopped me and said, "They don't arrive until 10.00 and they leave at 3.00."
0:03:23 > 0:03:28Oh, and I arrived and they had a barbecue going,
0:03:28 > 0:03:31a crowd of workman had a barbecue in the garden going
0:03:31 > 0:03:33and they'd broken the back gate getting in.
0:03:33 > 0:03:40The back gate wasn't the only thing this builder's blundering team damaged.
0:03:40 > 0:03:44I was getting uneasy and then he said, "Actually...
0:03:46 > 0:03:51"..one of my builders has fallen through the ceiling so I've got to replaster the ceiling in here.
0:03:51 > 0:03:56"And I had to have the building regs people out and I've had to move a beam."
0:03:56 > 0:03:59One of the beams that he put in.
0:03:59 > 0:04:02And he said, "So the price is going to have to go up by £9,000."
0:04:02 > 0:04:06And I said, "I can't afford £9,000. I told you, I'm on my limit."
0:04:06 > 0:04:08Here's a tip.
0:04:08 > 0:04:10If your builder makes a mistake on your job,
0:04:10 > 0:04:14you're not responsible for paying to put it right. He is.
0:04:14 > 0:04:17If you're having major work done, check your contractor
0:04:17 > 0:04:20has public liability insurance before you agree the contract.
0:04:20 > 0:04:24That way, if the builder puts his foot through your ceiling,
0:04:24 > 0:04:28you can ask him to claim on his insurance to repair the damage.
0:04:28 > 0:04:33With the builder's demands for more money, Ann's funds were soon spent,
0:04:33 > 0:04:35but the build was far from finished.
0:04:35 > 0:04:38The builder knew he had her over a barrel.
0:04:38 > 0:04:41He said, "You've got to think about this realistically.
0:04:41 > 0:04:45"This house, at the moment, is not saleable other than as land. It's rubble.
0:04:45 > 0:04:49"I'm a leading mason. You won't get another builder. You have to find the money."
0:04:49 > 0:04:53Ann felt she had no choice but to borrow more money.
0:04:53 > 0:05:00She handed over £5,000 with an agreement to pay another 4,000 when all the work was complete.
0:05:00 > 0:05:05But days before she was due to move back in, things reached crisis point.
0:05:05 > 0:05:10There was still no kitchen, but the builder wanted even more money.
0:05:10 > 0:05:16He said, "I need another few thousand off you, for the carpenter."
0:05:16 > 0:05:18And I said, "What? I told you I'm not paying."
0:05:18 > 0:05:22And that's when he said, "If you're not paying, we're pulling out."
0:05:22 > 0:05:23And that was horrendous.
0:05:23 > 0:05:25I drove off in tears.
0:05:25 > 0:05:28I drove round the block and thought, "I've got to go back."
0:05:28 > 0:05:31I came back and they were just loading everything onto the vans.
0:05:31 > 0:05:34They were taking the radiators off the walls.
0:05:34 > 0:05:37They were just stripping everything, the house off.
0:05:37 > 0:05:40And he said, "Give me my money or I'm stripping the house out."
0:05:40 > 0:05:46For Ann's three-bedroom loft conversion, kitchen and new shower room,
0:05:46 > 0:05:48she handed over £55,000.
0:05:48 > 0:05:53When the builder left, she was without kitchen, bathroom, water and electricity.
0:05:53 > 0:05:57It's time for me to see Ann's home for myself.
0:06:01 > 0:06:03- Hello.- Are you Ann?- I am.
0:06:03 > 0:06:07- I hear you've had some problems with cowboy builders. - Yes, I have. Come on in.
0:06:07 > 0:06:11'When the builder left, there was no water or electricity supply,
0:06:11 > 0:06:15'so Ann had to get essential work done to connect them.
0:06:15 > 0:06:18'But there's still work to do including the unfinished bathroom.'
0:06:18 > 0:06:24Now, normally, Ann, I'd ask you to show me around your property, all the damage that had gone on.
0:06:24 > 0:06:27I know you've had a lot of remedial work done,
0:06:27 > 0:06:33but you've got digital documented evidence we can take a look through,
0:06:33 > 0:06:35so, if you don't mind, talk me through the photographs.
0:06:35 > 0:06:39This is a photograph of the bathroom. The floor was just building rubble.
0:06:39 > 0:06:42- The tiling ran round. - It looks a mess.
0:06:42 > 0:06:45It was. It was, because there was, like, cement everywhere.
0:06:45 > 0:06:48So it was sort of not just the cement that it should be,
0:06:48 > 0:06:51- but, like, lumps of cement everywhere.- Yes.
0:06:51 > 0:06:53- Just daubed all over the place. - Yeah.
0:06:53 > 0:06:56- Where they'd mixed plaster and it had gone...- Messy workers.
0:06:56 > 0:07:02This is where the electrician that came in, had to replace the fuse board.
0:07:02 > 0:07:07You can see there's holes in the ceiling and lumps of plaster missing and everything.
0:07:07 > 0:07:09It does look horrible, doesn't it?
0:07:09 > 0:07:13That's my front garden as it was, the same as the back garden was.
0:07:13 > 0:07:16And every piece of that rubbish, I had to move by hand, myself.
0:07:16 > 0:07:18That is a real mess!
0:07:18 > 0:07:21A lot of that timber hadn't come off this property.
0:07:21 > 0:07:25There was strips of old decking, but there was no decking ever at this property.
0:07:25 > 0:07:28- Right.- So the builder had dumped stuff here.
0:07:28 > 0:07:31He was doing another job somewhere else, offloading all the rubbish here.
0:07:31 > 0:07:35Presumably, at some point, he'd planned to clear it up.
0:07:35 > 0:07:37- But...- Do you think so, though? - No, actually.
0:07:37 > 0:07:41Why would you take it off the wagon to drop into your garden
0:07:41 > 0:07:44when it's as easy to leave it on the wagon and go and dump it?
0:07:44 > 0:07:48What can we do for you? What would you like us to do in the timescale that we've got,
0:07:48 > 0:07:51to put a smile on your face and help you move forward?
0:07:51 > 0:07:54The most important thing is that I get a working shower.
0:07:54 > 0:07:57Something I really want is to have a working shower.
0:07:57 > 0:08:02What we'll do is our very, very best to get you right on track and sort that bathroom out
0:08:02 > 0:08:06and I can't wait to show you when we've finished.
0:08:06 > 0:08:08Ann's builder left her high and dry.
0:08:08 > 0:08:12She's cleared up some of his mess, but she can't afford to do it all.
0:08:12 > 0:08:16The shower she dreamed of has no water and no drainage.
0:08:16 > 0:08:19The sink has been abandoned, the tiling unfinished.
0:08:19 > 0:08:22Ann's dream bathroom has been turned into a storeroom.
0:08:22 > 0:08:26Ann's been suffering at the hands of the bad guys for way too long.
0:08:26 > 0:08:29So it's time to show her just how the good guys do it.
0:08:29 > 0:08:33We need builders who can clear up the mess she's been left with.
0:08:33 > 0:08:36And luckily, I know just the guys for the job.
0:08:44 > 0:08:50Coming up, Ann demands some answers when her builder surprises us and picks up the phone.
0:08:50 > 0:08:52I wanted to know, really,
0:08:52 > 0:08:56how many other people you have left in this sort of mess and ripped off.
0:08:56 > 0:09:02We're travelling 450 miles north now, to Springburn in Glasgow,
0:09:02 > 0:09:05where Jean and Alan McCabe
0:09:05 > 0:09:08wanted new windows to make their home snug and dry.
0:09:08 > 0:09:12They bought their house five years ago and were keen to make improvements.
0:09:12 > 0:09:15They were sure new double glazing would keep their home warmer
0:09:15 > 0:09:19and add the finishing touches they'd always wanted.
0:09:19 > 0:09:22We wanted the double glazing, so that...
0:09:22 > 0:09:26Jean's a wee bit house-proud, so we wanted a nice finish and all that
0:09:26 > 0:09:30so she's got a nice house when she's got her pals in.
0:09:31 > 0:09:35With savings at the ready, Jean and Alan scanned the newspaper ads
0:09:35 > 0:09:39to look for a local builder to come and help them.
0:09:39 > 0:09:42A gentleman came out and gave us a quote for just over £3,000
0:09:42 > 0:09:49and he says he can do these 11 windows and it would take his workman two to three days
0:09:49 > 0:09:52and he was saying that they were really professional -
0:09:52 > 0:09:55they wouldn't make a mess and they would make sure
0:09:55 > 0:09:58that everything was as it should be when they left the property.
0:09:58 > 0:10:04Two days later and with a final bill of £3,200, the windows were in
0:10:04 > 0:10:08and, to the untrained eye, it looked like a job well done.
0:10:08 > 0:10:13They looked actually fine from the inside when they were done. You know, they looked nice.
0:10:13 > 0:10:17Obviously because there was no condensation or anything like that on them,
0:10:17 > 0:10:20or dampness on them, but at the time they did look the part.
0:10:20 > 0:10:25The McCabes thought everything was going well until winter set in.
0:10:25 > 0:10:29In the wintertime, and the rain was heavy and the heavy winds,
0:10:29 > 0:10:34in the bay window in the living room, the sitting room, this water was just, you know, was drip drip drip,
0:10:34 > 0:10:37it was all over the sofa, it was running down the blinds.
0:10:37 > 0:10:43And the bedroom upstairs was just... Cos the water was coming in there and dripping into the sitting room,
0:10:43 > 0:10:45you know, so that was damaged upstairs.
0:10:45 > 0:10:48And the bedroom down here, the window ledge was...
0:10:48 > 0:10:50It was tea towels, pots and pans and whatnot
0:10:50 > 0:10:56to try and catch this water, so that it wasn't dripping onto the laminated floor.
0:10:56 > 0:10:59So that was the very first winter after they put the windows in
0:10:59 > 0:11:02and the last four winters have been exactly the same.
0:11:02 > 0:11:07Follow my top tip, if you're thinking of having new double glazing installed.
0:11:14 > 0:11:16This means the work will be guaranteed.
0:11:16 > 0:11:18But make sure they are definitely members
0:11:18 > 0:11:22by contacting FENSA direct, online or by phone.
0:11:22 > 0:11:26With the new windows installed, Jean and Alan couldn't work out
0:11:26 > 0:11:31why their home was letting in so much water every time it rained.
0:11:31 > 0:11:35So they spent even more money on new render and even a new roof.
0:11:35 > 0:11:37For starters, we thought it was the roof.
0:11:37 > 0:11:39We didn't know it was the windows.
0:11:39 > 0:11:41We thought it was the roof.
0:11:41 > 0:11:45It cost us five grand to get a new roof on it.
0:11:45 > 0:11:48And then we thought it was the roughcasting,
0:11:48 > 0:11:54so we paid another £2,000 to get the building re-roughcasted.
0:11:54 > 0:11:57As soon as it rains during the winter,
0:11:57 > 0:11:58we get the rain again.
0:11:58 > 0:12:04And I could actually lift a bar of soap and stand under that and have a shower with it.
0:12:07 > 0:12:12But eventually, they realised the windows they'd spent £3,200 on were the culprits.
0:12:15 > 0:12:18I feel really angry that I let myself get into this situation
0:12:18 > 0:12:21because you trust these people in your house. You trust them to do it.
0:12:21 > 0:12:23You think they're going to do a good job.
0:12:23 > 0:12:27They've took your money and they go away and you think...
0:12:27 > 0:12:32But these people walk away and don't care about the devastation they leave behind them, you know what I mean?
0:12:32 > 0:12:35I've wasted a lot on my decor and things like that,
0:12:35 > 0:12:41and unfortunately... we're left to pick up the pieces, do you know what I mean?
0:12:41 > 0:12:44It's been quite traumatic, the last four-and-a-half years.
0:12:45 > 0:12:51For £3,200, poor Jean and Alan have endured four-and-a-half years of stress,
0:12:51 > 0:12:55water pouring into their house and the added pressure and expense
0:12:55 > 0:12:58of extra remedial work that didn't even need doing.
0:12:59 > 0:13:03It's time for me to have a look at the problems for myself.
0:13:08 > 0:13:12You must be Alan. You must be Jean. Hello. I'm Clive from Cowboy Trap.
0:13:12 > 0:13:13How are you?
0:13:13 > 0:13:16- I hear you've had problems with cowboy builders.- We have.
0:13:16 > 0:13:19- Do you mind showing me the problems you've had?- No problem.
0:13:19 > 0:13:20Thank you.
0:13:24 > 0:13:27- The water's coming in through this window.- Yeah.
0:13:27 > 0:13:30And it's causing dampness in the house.
0:13:30 > 0:13:35And every time we wallpaper it,
0:13:35 > 0:13:37it just goes black with the wallpaper.
0:13:37 > 0:13:39- It just peels back off. - It peels back off.
0:13:39 > 0:13:45And it's also, you know, the flooring that you've got down here is not moisture-proof.
0:13:45 > 0:13:49- You can see moisture's affected that.- That's right. - It's started to peel away.
0:13:49 > 0:13:51I was going to make this into a sitting room.
0:13:51 > 0:13:55We ended up stripping the wallpaper off and we just gave up on it.
0:13:55 > 0:14:00So basically, if anybody comes to the front door, I always tend to make sure this door's shut
0:14:00 > 0:14:03because it's embarrassing for somebody to look in and see this.
0:14:03 > 0:14:06I mean, you don't want your house to be like that, you know.
0:14:06 > 0:14:09No. I fully understand, I fully understand that.
0:14:09 > 0:14:13- Do you mind taking me to the other problems as well?- No problem.
0:14:13 > 0:14:14OK. After you.
0:14:16 > 0:14:22Upstairs, Jean and Alan's desperation has led them to take drastic measures.
0:14:25 > 0:14:27What's on there? I can't see through that window.
0:14:27 > 0:14:29I bricked it up.
0:14:29 > 0:14:32- YOU bricked it up.- I bricked it up.
0:14:32 > 0:14:35- Right.- Because it was like a sea coming in.
0:14:35 > 0:14:38- The water was pouring in. - Was it that bad?- It was that bad.
0:14:38 > 0:14:43See, if you look on the left-hand corner up there, you can see that it's really black
0:14:43 > 0:14:47and the water just constantly ran right down this side of the wall.
0:14:47 > 0:14:50This wall's been decorated four times in five years.
0:14:50 > 0:14:53That's a lot of agro, isn't it, from poorly fitted windows?
0:14:53 > 0:14:58But you were just saying downstairs, right, that you shut that door so people don't go in there.
0:14:58 > 0:15:02What happens when they go to the loo? They put a blinker on so they can't see it?
0:15:02 > 0:15:06In the bedrooms, the problems continue.
0:15:07 > 0:15:13This window, here, is the one that's actually causing all the bother down in the sitting room
0:15:13 > 0:15:18because when it's heavy winds and rain, the water's actually coming through here, through the cavity.
0:15:18 > 0:15:21In the wintertime, these windows are very...
0:15:21 > 0:15:27The condensation on them is absolutely shocking. You can't even see the other side of the street.
0:15:27 > 0:15:30If you're coming along the road and you look up, it's embarrassing
0:15:30 > 0:15:33because it's very unsightly. It's quite soul-destroying.
0:15:33 > 0:15:37- Yeah.- And I get quite dead emotional about it, you know, I really do.
0:15:37 > 0:15:41I get dead upset because, you know, I let these guys in my house
0:15:41 > 0:15:45to fix windows and, you know, they left me in this mess.
0:15:45 > 0:15:46There's a lot to take into account
0:15:46 > 0:15:49when you're having double glazing installed.
0:15:53 > 0:15:57Certain windows should provide the means of escape in a fire
0:15:57 > 0:15:59and where there's a high risk of physical contact,
0:15:59 > 0:16:02windows should be fitted with a toughened safety glass.
0:16:09 > 0:16:12I would like to know, in the short time we're here,
0:16:12 > 0:16:14what would you like us to do for you?
0:16:14 > 0:16:20- Fix my windows.- Fix your windows? - Stop the water coming in.- Stop the water coming in and fix my windows.
0:16:20 > 0:16:27What about...that dodgy brickwork on the stairs and the landing?
0:16:27 > 0:16:31- I tell you what, we've got to sort that out!- Oh, aye, definitely! Aye.
0:16:31 > 0:16:36What we'll do is we'll sort out those windows, we'll sort out the plasterwork in that room
0:16:36 > 0:16:39- and also paint it all up for you as well.- Great.
0:16:39 > 0:16:45That monster of brickwork on the staircase and the landing, that'll all get sorted too.
0:16:46 > 0:16:51Coming up, what will the independent building surveyor's verdict be?
0:16:51 > 0:16:55The seal between the two panes of glass has broken down,
0:16:55 > 0:16:59therefore the double-glazing unit is ineffective now.
0:17:01 > 0:17:03Back in Broadstone, Dorset,
0:17:03 > 0:17:07Ann Yates wanted a 50 grand loft conversion with three new bedrooms,
0:17:07 > 0:17:10so she could have her daughter and new grandson to stay.
0:17:10 > 0:17:13'To complete the improvements, she planned a new kitchen and bathroom.
0:17:13 > 0:17:18'The builder took her cash, but left the job half done.
0:17:18 > 0:17:22'We've got the good guys standing by to help Ann get back on her feet.
0:17:22 > 0:17:25'But first, I want to hear from the independent surveyor,
0:17:25 > 0:17:28'who's been monitoring this job since it went wrong.
0:17:28 > 0:17:32'He says the builder used people he hadn't worked with before.'
0:17:32 > 0:17:35Now, Eric, as our independent chartered building surveyor,
0:17:35 > 0:17:38it's important that we get your input.
0:17:38 > 0:17:42- Your input's even more valuable cos you've got background history on this property.
0:17:42 > 0:17:47- I have.- Tell us where this sort of build went wrong
0:17:47 > 0:17:50and what you've seen that you don't like.
0:17:50 > 0:17:55I think one of the problems was he used people that he didn't know the quality of their work
0:17:55 > 0:17:58and he subcontracted quite a bit and wasn't here to supervise it.
0:17:58 > 0:18:01I don't want to listen to excuses about, you know,
0:18:01 > 0:18:06he didn't know the contractors that he brought in as subbies, that he brought in.
0:18:06 > 0:18:07You've got to know your team.
0:18:07 > 0:18:11Even if you don't and you're using somebody new who lets you down,
0:18:11 > 0:18:14you should still come back and put your hands up and say,
0:18:14 > 0:18:16"Yeah, I was wrong, I'll get it put right."
0:18:16 > 0:18:20What was the bathroom like when you came and had a look at it?
0:18:20 > 0:18:21It was really only half-finished.
0:18:21 > 0:18:23Um, I'm trying to remember.
0:18:23 > 0:18:25I don't think the water was on.
0:18:25 > 0:18:28And the door hit the toilet pan.
0:18:28 > 0:18:33And there was the back plate missing from the shower control, which would have been in the box.
0:18:33 > 0:18:35Why that wasn't fitted, I don't know.
0:18:35 > 0:18:38Now, with all the work that you've seen,
0:18:38 > 0:18:43if you were to give the builder a mark out of ten, what sort of mark would you give him?
0:18:46 > 0:18:49Possibly about six, but certainly no higher than that.
0:18:51 > 0:18:53Six out of ten. I feel that was very generous.
0:18:53 > 0:18:58Ann being a schoolteacher, I don't think she'd give him anywhere near that mark.
0:18:58 > 0:19:01I think on the report it'd say, "Could do better. See me after class."
0:19:01 > 0:19:07Now, we've got the good guys in and I know for sure they're going to get top marks.
0:19:10 > 0:19:12Dave is leading our build and there's a lot to do.
0:19:12 > 0:19:16Ann's shower room was abandoned mid-job,
0:19:16 > 0:19:19when the builder bunged his stuff in the trucks and drove off.
0:19:19 > 0:19:23The tiling is only half done and that's going to be a big problem.
0:19:23 > 0:19:25Now, Dave, tell us first of all
0:19:25 > 0:19:28what the problems were that you found in here.
0:19:28 > 0:19:30Well, when I first came to look at the job,
0:19:30 > 0:19:33obviously the tiling hadn't been finished,
0:19:33 > 0:19:36and with the tiling being done - it was over 18 months -
0:19:36 > 0:19:41to get replacement tiles or tiles of a similar style is obviously very difficult.
0:19:41 > 0:19:45- Almost impossible, isn't it? - Yes, cos obviously they're obsolete.
0:19:45 > 0:19:51So, really, the only way round of doing it is obviously to remove what's here and start afresh.
0:19:51 > 0:19:55OK. In general, what was the actual tiling like?
0:19:55 > 0:19:56Generally, it's not too bad.
0:19:56 > 0:20:00- It's of a reasonable standard. - But it just wasn't finished.
0:20:00 > 0:20:01No. It wasn't finished
0:20:01 > 0:20:05and obviously, when I took the shower valve off,
0:20:05 > 0:20:10there was no sealant behind the valve, so water can leak in the back of the tiles
0:20:10 > 0:20:12and just cause irreparable damage really.
0:20:12 > 0:20:15- Because obviously behind that, it's just plasterboard.- Yes.
0:20:15 > 0:20:17OK. So what is your plan?
0:20:17 > 0:20:19What is the overall plan now?
0:20:19 > 0:20:21- I notice you've started taking these tiles off.- Yeah.
0:20:21 > 0:20:23But what is the plan to move on from here?
0:20:23 > 0:20:27- Well, carry on, strip the rest of the room out.- Yeah.
0:20:27 > 0:20:28Then re-plasterboard as necessary.
0:20:28 > 0:20:31Get the walls nice and flat and prepared for tiling.
0:20:31 > 0:20:35While the guys get stuck in, I want to find out from Ann,
0:20:35 > 0:20:38what checks she made on her builder before she hired him.
0:20:38 > 0:20:41Did you get any references for the builder?
0:20:41 > 0:20:44Well, when we'd agreed the quote and everything else,
0:20:44 > 0:20:47he sat down and I said, "I should get some references."
0:20:47 > 0:20:52That's what it says on the Federation Of Master Builders website - get some references.
0:20:52 > 0:20:55He said, "There's my Federation Of Master Builders' certificate,
0:20:55 > 0:20:58"but I've just finished a job for a lady, I'll ring her."
0:20:58 > 0:21:01So he rang her and he said, "Do you want to chat to her?"
0:21:01 > 0:21:04He was chatting to her and I went, "Oh, no. No, it's all right,"
0:21:04 > 0:21:07because it was just... a bit embarrassing.
0:21:07 > 0:21:11Chatting over the phone, I don't get that. That could have been his mum,
0:21:11 > 0:21:13so it wouldn't have mattered.
0:21:13 > 0:21:19What I'd suggest, is you go and see the work for yourself and not with the builder over your shoulder.
0:21:19 > 0:21:24You go, you knock on the door and you just say, "Look, I'm thinking of having the builder you had."
0:21:24 > 0:21:29Right, even standing at the door's fine. You know, "I'll only keep you for a minute.
0:21:29 > 0:21:32"Did they turn up on time, stick to the quote? Was the housekeeping good?
0:21:32 > 0:21:35"You know, did everything go to plan?"
0:21:35 > 0:21:40And they go tick, tick, tick, or they go, "You've got to be kidding."
0:21:40 > 0:21:44Now, then, you've saved yourself a lot of heartache and a lot of money.
0:21:44 > 0:21:47Follow my top tip.
0:21:47 > 0:21:50Don't be embarrassed to ask for references.
0:21:50 > 0:21:52A good builder will be pleased to share
0:21:52 > 0:21:54his glowing customer reviews with you
0:21:54 > 0:21:56and show off what he's capable of.
0:21:56 > 0:21:58But remember, don't only look at the work -
0:21:58 > 0:22:02TALK to the customer and listen carefully for any alarm bells
0:22:02 > 0:22:05about timekeeping, extra costs and delays.
0:22:08 > 0:22:11Ann was embarrassed to check her builder's references.
0:22:11 > 0:22:14She's learned a very expensive lesson,
0:22:14 > 0:22:19which could have saved her a lot of heartache, not to mention, cash.
0:22:19 > 0:22:24What happens when the builder eventually leaves the site?
0:22:24 > 0:22:26Either you say, "Get out of here," or...
0:22:26 > 0:22:28- The police came.- The police came?!
0:22:28 > 0:22:32Yeah. I got the police, because he said... I mean, it was like the end.
0:22:32 > 0:22:35I'd driven off thinking, "He's got the property,"
0:22:35 > 0:22:38and I thought, "Don't be stupid - pull yourself together!"
0:22:38 > 0:22:42Drove round the block, pulled up and they were taking radiators off walls
0:22:42 > 0:22:46and loading everything off into their van. So I rang the police.
0:22:46 > 0:22:48I rang the solicitor and she said ring the police.
0:22:48 > 0:22:50Wow! What did the police do?
0:22:50 > 0:22:52The police came and said, "It's a civil matter,
0:22:52 > 0:22:55"you will need to leave the property, hand the keys over,"
0:22:55 > 0:22:57which they did, in the end.
0:22:57 > 0:23:01But by this time they'd got radiators on their van.
0:23:01 > 0:23:05No, they hadn't got very far. They took one of the radiators, that's all.
0:23:05 > 0:23:08Absolute nightmare. It was a total nightmare.
0:23:10 > 0:23:13No need to call the police now. Our guys are on the job.
0:23:13 > 0:23:16Ann's builder left loads of work undone.
0:23:16 > 0:23:21We're helping out by completing the bathroom Ann's been waiting for, for 18 months.
0:23:21 > 0:23:25We've had to hack off all the half-done tiles, because they can't be matched.
0:23:25 > 0:23:29We're making good the walls, ensuring all the seals are watertight,
0:23:29 > 0:23:32before we can finally retile and then install the suite.
0:23:32 > 0:23:37I can't believe what I've heard about Ann's builder's dramatic exit,
0:23:37 > 0:23:39so I wonder what she'd like to say to him now.
0:23:39 > 0:23:45If you had the opportunity to speak to your builder right now, what would you like to say to him?
0:23:45 > 0:23:47What's on your mind?
0:23:47 > 0:23:51I'd like to know why he thinks he's got the right to rip people off like that,
0:23:51 > 0:23:53if he's still doing it to other people.
0:23:53 > 0:24:00So, would you do me the honour of making that phone call
0:24:00 > 0:24:02and let's see what he's got to say for himself?
0:24:02 > 0:24:04I will. It's really scary.
0:24:04 > 0:24:08I haven't spoken to him since the police saw him off the property.
0:24:08 > 0:24:12Incredibly, the builder surprises us and picks up the phone.
0:24:12 > 0:24:15Cowboy Trap are here doing some of the remedial work to the property
0:24:15 > 0:24:18and we'd like to ask you some questions.
0:24:18 > 0:24:20I wanted to know really how many other people
0:24:20 > 0:24:23you've left in this sort of mess and ripped off?
0:24:23 > 0:24:26The builder says all the money was spent on the job
0:24:26 > 0:24:28and there were insufficient funds to finish.
0:24:28 > 0:24:32He claims he also called the police when she asked him to leave.
0:24:32 > 0:24:35Her solicitor spent ten months negotiating to go to arbitration.
0:24:35 > 0:24:40But before that could happen, the builder put the firm into liquidation
0:24:40 > 0:24:42and nothing further could be done.
0:24:42 > 0:24:45It's been a terrible experience.
0:24:45 > 0:24:48Our job now is to continue what we're doing
0:24:48 > 0:24:52and hopefully, later today, I can show you exactly what the good guys really can do.
0:24:52 > 0:24:54- Thank you very much.- A pleasure.
0:24:54 > 0:24:59Coming up, I hope we can put a smile back on Ann's face.
0:24:59 > 0:25:01Oh, wow!
0:25:01 > 0:25:02Look at this.
0:25:04 > 0:25:08Ann may be desperate for her new shower, but back in Glasgow,
0:25:08 > 0:25:13Jean and Alan are sick of their unwanted shower
0:25:13 > 0:25:15through leaky double glazing in the living room.
0:25:15 > 0:25:18When they bought their house almost five years ago,
0:25:18 > 0:25:21they thought they'd improve it with new windows throughout,
0:25:21 > 0:25:26but the workmanship was so bad, they even had to take one of the windows out and brick it up.
0:25:26 > 0:25:31With all the water pouring in, Jean's decorating dreams are over.
0:25:31 > 0:25:36This bedroom in here, this back bedroom, I was intending to make that into a sitting room.
0:25:36 > 0:25:40Just somewhere I could go with my sisters and friends if they came up,
0:25:40 > 0:25:44if the boys were watching the telly and whatever, you can do a bit of chitchat and whatnot.
0:25:44 > 0:25:48It's not to be, you know. Well, you can see the way it is.
0:25:48 > 0:25:50No wallpaper or anything in it.
0:25:50 > 0:25:53Jean and Alan really need these windows sorting out fast.
0:25:53 > 0:25:56They're dangerous and a disaster just waiting to happen.
0:25:56 > 0:25:59So it's time to bring in the good guys.
0:26:07 > 0:26:11Before our team get started replacing those awful windows,
0:26:11 > 0:26:14I want to get the verdict of an independent inspector.
0:26:14 > 0:26:17You've had chance to have a good look around the property.
0:26:17 > 0:26:21What's your first feeling? What have you found that's not to your liking?
0:26:21 > 0:26:24There's three points that come to my immediate attention.
0:26:24 > 0:26:27- Yeah.- And the first one is the poor quality of the windows.
0:26:27 > 0:26:30You can see that the double-glazing unit has failed here,
0:26:30 > 0:26:35the seal between the two panes of glass has broken down,
0:26:35 > 0:26:37so the double-glazing unit is ineffective now.
0:26:37 > 0:26:41- Yeah.- The second point that's raised my attention, Clive,
0:26:41 > 0:26:43- is how poorly they've been fitted. - Right.
0:26:43 > 0:26:47You can see the large space here on the internal face of the window.
0:26:47 > 0:26:51- The window's been fitted too close to the outside wall.- OK.
0:26:51 > 0:26:54- So it should have been fitted further back.- That's correct.
0:26:54 > 0:26:59It should have been recessed back a bit to prevent the bad weather hitting the window.
0:26:59 > 0:27:05The third most important point is, these windows have been fitted without a means of escape.
0:27:05 > 0:27:10- One of the windows upstairs should be a fire-escape window.- Yeah.
0:27:10 > 0:27:13If there's a fire downstairs and you waken up in the middle of the night,
0:27:13 > 0:27:16and you try to get out of this window, it's very difficult
0:27:16 > 0:27:20- because we have a restricted hopper here, which is at a high level.- Yeah.
0:27:20 > 0:27:22Very difficult to open.
0:27:22 > 0:27:26- No chance. - You'd have no chance to get out. - I'd get just my arm out of that.
0:27:26 > 0:27:30So, Danny, let's cut to the chase, what mark out of ten
0:27:30 > 0:27:34would you give these guys for the work they've carried out and why?
0:27:34 > 0:27:36Clive, it would be a very poor two,
0:27:36 > 0:27:42due to the poor workmanship, the poor quality and the danger with no means of escape.
0:27:42 > 0:27:45Two out of ten!
0:27:45 > 0:27:49Now, by anyone's standards, that's not amazing for glazing.
0:27:51 > 0:27:55We've got the good guys here to right all the wrongs.
0:27:55 > 0:27:59Jimmy's leading our job today, so what's the plan?
0:27:59 > 0:28:01Just tell me what the plan of action is.
0:28:01 > 0:28:04- Take the brickwork out the landing window.- Great.
0:28:04 > 0:28:06Get the window fitted. Get it finished off.
0:28:06 > 0:28:10Also, hopefully, we'll get the plasterwork done in the back bedroom,
0:28:10 > 0:28:15fit the back room, so that we're ready for painting tomorrow. We can get heaters in tonight.
0:28:15 > 0:28:18And tomorrow, front windows done,
0:28:18 > 0:28:22the bedrooms up the stairs, get them changed to be able to fire-escape
0:28:22 > 0:28:24- and be able to clean from inside. - Fantastic.
0:28:24 > 0:28:31So, are you saying that I will be able to show Alan and Jean your wonderful work by tomorrow evening?
0:28:31 > 0:28:35- Definitely.- That sounds like a deal. That is a deal, son!
0:28:35 > 0:28:40Jean's been really upset by the damage the leaky windows do to her decorations,
0:28:40 > 0:28:45so I'm glad we can finally fix up that back room for her too.
0:28:45 > 0:28:49She's always stressed because of it.
0:28:49 > 0:28:51The minute you see a cloud,
0:28:51 > 0:28:54Jean starts to get worried about it.
0:28:54 > 0:28:58The minute there's a cloud, she starts going, "You think it's going to rain?"
0:28:58 > 0:29:01Nobody shouldn't care that much about the weather.
0:29:02 > 0:29:06Jean works for the local council as a support worker.
0:29:06 > 0:29:07Now, this is no joke.
0:29:07 > 0:29:09When the rain is forecast,
0:29:09 > 0:29:14she pops home in her breaks to move her furniture away from the leaky windows.
0:29:14 > 0:29:16When there's bad weather, the rain, the wind,
0:29:16 > 0:29:19and I'm in this area working,
0:29:19 > 0:29:23I nip home and move my two-seater sofa away from the bay window
0:29:23 > 0:29:26and I put some towels down on the window ledges
0:29:26 > 0:29:31and some pots and pans and buckets, so that, if it is coming in heavy,
0:29:31 > 0:29:34it's landing in this, rather than landing on my sofa.
0:29:34 > 0:29:36You're trying to protect your laminated floor.
0:29:36 > 0:29:39With heavy rain come heavy hearts.
0:29:39 > 0:29:40Over the last four years,
0:29:40 > 0:29:44the problems with their home have been hard for Jean Alan to cope with.
0:29:44 > 0:29:48Sometimes I end up in tears and then I phone Alan up at work
0:29:48 > 0:29:52and I'm, "Oh..." Shouting down the phone to Alan as if it's Alan's fault, you know.
0:29:52 > 0:29:58And it's not his fault either, do you know what I mean, cos he got taken in just the same as myself, you know.
0:29:58 > 0:30:00But it's very soul-destroying.
0:30:00 > 0:30:03It's not just the property, though, is it? It's damaging you.
0:30:03 > 0:30:05- Aye.- It's damaging you as people
0:30:05 > 0:30:11because, you know, you can be, as I say, maybe sitting down stressed out in separate rooms
0:30:11 > 0:30:15cos you've had an argument over what these people have caused in the first place.
0:30:15 > 0:30:18It affects the whole family. It affects your whole home-life.
0:30:18 > 0:30:21It probably sounds dead melodramatic, but it does.
0:30:21 > 0:30:22I agree with you.
0:30:22 > 0:30:26'These window fitters have caused Jean and Alan a lot of pain.'
0:30:26 > 0:30:31Jean's dream of creating her own special snug lies abandoned.
0:30:31 > 0:30:34They've put up with these problems way too long.
0:30:34 > 0:30:36Take my tip.
0:30:36 > 0:30:40If, like Jean and Alan, you have problems with building work,
0:30:40 > 0:30:42contact Consumer Direct.
0:30:42 > 0:30:45They can provide free advice to resolve your problem
0:30:45 > 0:30:48and even help you take the builder to court.
0:30:48 > 0:30:52When the McCabes got in touch, they discovered they weren't the first.
0:30:52 > 0:30:54No need to phone their builder.
0:30:54 > 0:30:58He's been dealt with in court by the local trading standards officer.
0:30:58 > 0:31:01In 2005, South Lanarkshire Council trading standards
0:31:01 > 0:31:05was investigating the company behind this particular job.
0:31:05 > 0:31:09And we were already in receipt of several hundred complaints against the business.
0:31:09 > 0:31:13When trading standards took the contractor through the Scottish courts,
0:31:13 > 0:31:19he gave a written assurance that their standards would improve.
0:31:19 > 0:31:23Because the people behind this business gave written assurances to the Court Of Session,
0:31:23 > 0:31:27then should, at any point in the future, they breach those assurances,
0:31:27 > 0:31:32then that would be deemed to be potentially a contempt of court,
0:31:32 > 0:31:36which is punishable by either a fine and/or imprisonment.
0:31:36 > 0:31:41Trading standards are monitoring those assurances are kept very carefully.
0:31:41 > 0:31:44So, for them, the case is ongoing.
0:31:44 > 0:31:47But I've got a message for cowboy builders everywhere.
0:31:48 > 0:31:53You know who you are and now we know who you are, and we've cottoned on to your tricks.
0:31:53 > 0:31:57We're going to prevent others from falling into your trap.
0:31:57 > 0:32:03Fortunately for Jean and Alan, we've got the good guys in, putting right all the damage.
0:32:03 > 0:32:08Coming up, Jean and Alan's leaky windows have driven them to debt.
0:32:08 > 0:32:11We didn't know it was the windows. We thought it was the roof.
0:32:11 > 0:32:14It cost us five grand to get a new roof on it.
0:32:16 > 0:32:18Meanwhile, back in Dorset,
0:32:18 > 0:32:22our good guys are hard at work completing teacher, Ann Yates' shower room.
0:32:22 > 0:32:29There's been a lot to do because her builder left it without water or drainage and the tiling unfinished.
0:32:29 > 0:32:34We couldn't match the tiles, so we've had to hack back, make good and then retile the walls.
0:32:34 > 0:32:41We've had to fit a door and frame, extractor fan and now we can finally get the suite installed.
0:32:41 > 0:32:47- Ah, Dave, you have come on a real pace in here, mate.- Yeah. It's come on in leaps and bounds.
0:32:47 > 0:32:51It's looking really good. But what is the rest of the plan for today?
0:32:51 > 0:32:53Finish the tiling off in the next few hours.
0:32:53 > 0:32:56- Then we'll dry-fit the basin and toilet.- Yep.
0:32:56 > 0:33:00Shower screen. Then take all that out again and grout.
0:33:00 > 0:33:05Obviously, let that go off, then refit all the suite and job done.
0:33:05 > 0:33:07Job sounds like it's going to be a good 'un.
0:33:08 > 0:33:15Ann's builder took £55,000 to build a three-bed loft conversion and fit a new kitchen and bathroom.
0:33:15 > 0:33:20But after a series of problems, Ann refused to hand over any more money to fix them.
0:33:20 > 0:33:26She was left with no kitchen or shower, no electricity or water and the job unfinished.
0:33:26 > 0:33:30I'm sure Ann's learned some hard lessons from this terrible episode.
0:33:30 > 0:33:32What have you learned
0:33:32 > 0:33:34from this whole experience?
0:33:34 > 0:33:36Get three quotes.
0:33:36 > 0:33:41Be a lot more tight on monitoring on what builders are doing.
0:33:41 > 0:33:45- What was it like before we arrived? - It didn't work.
0:33:45 > 0:33:48- It was not functional, just a storeroom.- Tiling half-done.
0:33:48 > 0:33:50Tiling half-done and a storeroom.
0:33:50 > 0:33:52So, what are you hoping for?
0:33:52 > 0:33:56Oh, a shower! A working shower would just be wonderful.
0:33:56 > 0:33:59- OK. So, are you ready?- I am.
0:33:59 > 0:34:04OK. So without further ado, let's go through.
0:34:05 > 0:34:08Oh, wow! Look at this.
0:34:10 > 0:34:12They've done a cracking job, haven't they?
0:34:12 > 0:34:14Look at this. This is fantastic.
0:34:14 > 0:34:19You've got your shower. You've got your toilet. You've got the sink.
0:34:19 > 0:34:22- Yeah.- Of course, all the wonderful tiling, as well.
0:34:22 > 0:34:25- It's lovely, isn't it? - They have done a fantastic job.
0:34:25 > 0:34:27Fantastic. I can't wait!
0:34:27 > 0:34:31And it is a functional shower room now and toilet facility.
0:34:31 > 0:34:37You know what, I think this is the only part of the house that is something like what I asked for.
0:34:37 > 0:34:41The good guys have done an amazing job.
0:34:41 > 0:34:43We've had to go right back to basics.
0:34:43 > 0:34:48There was no water plumbed in, no drainage and the tiles only half covered the walls.
0:34:48 > 0:34:53We've stripped back, before retiling in this classic neutral colour scheme,
0:34:53 > 0:34:59which perfectly sets off the stylish glass and chrome shower enclosure, and shiny heated towel warmer.
0:34:59 > 0:35:06We've paid full attention to the details too, installing an extractor fan and fitting a new door.
0:35:06 > 0:35:10This is exactly the kind of finish you can expect when you get the professionals in.
0:35:10 > 0:35:15Finally, Ann can invite her daughter, Louisa and grandson, Dante over to stay.
0:35:15 > 0:35:17Here they are to see the finished results.
0:35:17 > 0:35:21Dante, what do you think? Look at this.
0:35:21 > 0:35:26What do you think? Isn't it lovely?
0:35:26 > 0:35:32Even Poppy's come in. OK, guys. I'm going to leave you in the comfort of your brand new shower room.
0:35:32 > 0:35:35- Fantastic.- All right. And I'm really chuffed you like it.
0:35:35 > 0:35:37It's gorgeous. I'm really, really pleased.
0:35:37 > 0:35:39- Fantastic.- Well worth the effort.
0:35:39 > 0:35:42- Good luck for the future. - Thank you very much.
0:35:42 > 0:35:44- And no more cowboys. - No. No more cowboys.
0:35:44 > 0:35:46- All right. See you soon.- Thank you.
0:35:46 > 0:35:49- See you, Dante. Bye. - Say bye-bye.- Bye.
0:35:51 > 0:35:54We're heading north again now.
0:35:54 > 0:35:57Let's see if we can bring some smiles to Jean and Alan McCabe
0:35:57 > 0:36:00at the other end of the UK, in Glasgow.
0:36:00 > 0:36:02Their windows were a double disaster.
0:36:02 > 0:36:05Not only were they expensive, but they leaked so badly,
0:36:05 > 0:36:10the rain came in and ruined some of the furniture and decor too.
0:36:10 > 0:36:13One window was so bad, Alan even bricked it up.
0:36:13 > 0:36:17Finally, the McCabes can kiss goodbye to their crazy glazing
0:36:17 > 0:36:21because the good guys are fitting new windows now
0:36:21 > 0:36:25and letting the light flood back in to the bricked up landing.
0:36:26 > 0:36:29- Here he is, beavering away. How are you, Jim?- How you doing?
0:36:29 > 0:36:33All right, mate. Day two and things are looking pretty smart already.
0:36:33 > 0:36:36I can see you've got the window in on the landing.
0:36:36 > 0:36:38- Yep.- Loads more light coming in now.
0:36:38 > 0:36:42What have you done altogether so far? I can see there's loads, but just explain to us.
0:36:42 > 0:36:46What you've got left to do, and any problems you've come across.
0:36:46 > 0:36:48- Yesterday, I got the plasterwork done.- Yeah
0:36:48 > 0:36:51Just waiting for it to dry out, just not quite there yet.
0:36:51 > 0:36:55Painters were in this morning, checked, just needs a wee couple of hours yet
0:36:55 > 0:36:58to get it dried before they start. Three coats going on it.
0:36:58 > 0:37:03We've got to start taking the front bedroom out, two windows going in there shortly.
0:37:03 > 0:37:05- OK.- This one in and then finishings.
0:37:05 > 0:37:09Brilliant, mate. It's already looking quite good, I must admit.
0:37:09 > 0:37:11Well played, Jim. See you, mate.
0:37:11 > 0:37:14These new windows will bring much-longed-for light
0:37:14 > 0:37:18into the shadows cast by those cowboy contractors.
0:37:18 > 0:37:22And Jean and Alan can stop spending hard-earned cash on window sealant.
0:37:22 > 0:37:27All we did the last four-and-a-half years is buy window sealant.
0:37:27 > 0:37:32We should have a share in that company because this whole house is held together with window sealant!
0:37:32 > 0:37:34Window sealant, so it is.
0:37:34 > 0:37:39But sealant would never work because the windows weren't fitted right in the first place,
0:37:39 > 0:37:43so the rain would keep coming in, ruining their home.
0:37:43 > 0:37:48Jean and Alan have redecorated each room four times in the last four years,
0:37:48 > 0:37:53with new curtains, blinds and wallpaper each time.
0:37:53 > 0:37:55Having forked out well over ten grand,
0:37:55 > 0:37:58I want to find out if Jean and Alan have got any advice
0:37:58 > 0:38:02to help others from getting into a similar situation.
0:38:02 > 0:38:08Tell us exactly what you've learned and what you're hoping you'll be able to help others with.
0:38:08 > 0:38:12Personally, I've learned not to trust builders and whatnot in your house.
0:38:12 > 0:38:14Do a bit of research on them.
0:38:14 > 0:38:17Go and check out references, jobs.
0:38:17 > 0:38:22Look at what they've done before you part with hard-earned cash cos once you've parted with it,
0:38:22 > 0:38:26they're not interested if there's any sort of faults with the work that they've done.
0:38:26 > 0:38:29What was it like before we arrived?
0:38:29 > 0:38:32Just describe what the problems were.
0:38:32 > 0:38:34Well, most of the windows were leaking,
0:38:34 > 0:38:41full of condensation the actual inside of the actual double-glazing units.
0:38:41 > 0:38:45They were all misted up. You couldn't even see the other side of the street.
0:38:45 > 0:38:49The window ledges were full of kitchen towels and whatnot, do you know what I mean?
0:38:49 > 0:38:53To try and catch any water that was coming in. It was actually...a mess.
0:38:53 > 0:38:55What are you hoping for?
0:38:55 > 0:38:57To be able to see out my windows and be able to...
0:38:58 > 0:39:00..sleep nice at night
0:39:00 > 0:39:03when it's not raining, without having to break my sleep
0:39:03 > 0:39:07and get up and make sure nowhere's soaking.
0:39:07 > 0:39:10- This is the exciting bit for me. Are you excited?- Yeah.
0:39:10 > 0:39:13- Yeah?- Sure am.- Good.
0:39:13 > 0:39:15- Shall we take a look?- Let's go. - Come on. Follow me.
0:39:17 > 0:39:21Upstairs, we've removed those bricks and fitted a brand new window.
0:39:21 > 0:39:24Now, the first thing you notice...
0:39:24 > 0:39:26- A window.- A window.- And daylight.
0:39:26 > 0:39:29Natural daylight. What a difference that makes!
0:39:29 > 0:39:33- Great. Excellent. Excellent.- They've done a lovely job.- They have.
0:39:33 > 0:39:38- All round the reveals there, as you can see, it's fantastic. I'm loving that window.- Me too.
0:39:38 > 0:39:40It's a real feature, isn't it?
0:39:40 > 0:39:43Great. Excellent. Absolutely smashing.
0:39:43 > 0:39:46We'll look at another one. Let's see what's happened in your bedroom.
0:39:49 > 0:39:52Come on. Check this out.
0:39:54 > 0:39:59Excellent. God, I can see the other side of the street!
0:39:59 > 0:40:01The corners there are amazing.
0:40:01 > 0:40:05- Now, hopefully, we'll never have an emergency.- No.
0:40:05 > 0:40:07- But if we do...- Open one.
0:40:09 > 0:40:11So the half-turn gives you the tilt.
0:40:11 > 0:40:16All right. The full-turn, that gives you the window wide open.
0:40:16 > 0:40:18There we go. Amazing.
0:40:18 > 0:40:22Our team of good guys have done an amazing job with the glazing.
0:40:22 > 0:40:25Before, the windows leaked like crazy.
0:40:25 > 0:40:28The one on the landing was so bad, Alan bricked it up.
0:40:28 > 0:40:34And in the master bedroom, the windows were so misty, the blinds were rarely opened.
0:40:34 > 0:40:39Now they need never be kept shut again, because we fitted these clear, new condensation-free panels.
0:40:39 > 0:40:45They're safe as houses, too, because the windows open wide to escape if there's a fire.
0:40:45 > 0:40:50Thanks to our good guys, the McCabes have new energy-efficient glass throughout their home.
0:40:50 > 0:40:56And that dark brickwork has been removed to allow the light back in to Jean and Alan's lives.
0:40:57 > 0:41:00There's an even bigger surprise for Jean downstairs.
0:41:00 > 0:41:06The unused back room that's usually kept closed, is opened up, ready for Jean to entertain.
0:41:08 > 0:41:09Wow!
0:41:11 > 0:41:15That is excellent! It's absolutely excellent.
0:41:15 > 0:41:17Nice smooth walls. They're lovely.
0:41:17 > 0:41:20And what a nice finish. Really, absolutely excellent. Honestly.
0:41:20 > 0:41:24At the moment, you've got to say that is a massive difference.
0:41:24 > 0:41:29Oh, God. Excellent. So I'm going to be getting myself a little sofa
0:41:29 > 0:41:34and a TV and this is going to be called Jean's World!
0:41:34 > 0:41:35- THEY LAUGH - Jean's World!
0:41:35 > 0:41:39This is my chill-out room. This is what it's going to be. Excellent.
0:41:39 > 0:41:40I can't argue with her.
0:41:40 > 0:41:43I wouldn't. I wouldn't argue with her.
0:41:44 > 0:41:50Downstairs, the back room was always kept shut to hide the unsightly damp walls,
0:41:50 > 0:41:53but now Jean can banish the pots and pans and paper towels
0:41:53 > 0:41:57because the rain isn't coming in here again.
0:41:59 > 0:42:01With the freshly plastered and painted walls,
0:42:01 > 0:42:08Jean's already got plans to transform this into her own special world.
0:42:08 > 0:42:10On a scale of one to ten, how happy are you?
0:42:10 > 0:42:1111.
0:42:13 > 0:42:14I'm liking that!
0:42:14 > 0:42:20Well, after five years of living in a mess left behind by cowboy builders,
0:42:20 > 0:42:24the McCabes can finally sleep well at night, thanks to our good guys.
0:42:24 > 0:42:27But remember, take on board all our advice and stay alert
0:42:27 > 0:42:31and that way, you won't get caught in the Cowboy Trap.
0:42:31 > 0:42:34If you've had a problem with builders,
0:42:34 > 0:42:37and would like to tell your story on Cowboy Trap,
0:42:37 > 0:42:38then please call us.
0:42:46 > 0:42:48Or you can send us an e-mail.
0:42:51 > 0:42:54Help us round up the cowboys.
0:43:16 > 0:43:19Subtitles by Red Bee Media Ltd
0:43:19 > 0:43:22E-mail subtitling@bbc.co.uk