0:00:04 > 0:00:09We're exploring the UK, leaving no stone unturned to discover
0:00:09 > 0:00:12some of the worst building disasters you've ever seen.
0:00:12 > 0:00:19Me or Jim, we could have a shower, if there's an electrical fault, we could be killed.
0:00:19 > 0:00:22Cowboy builders are in business everywhere.
0:00:22 > 0:00:26So, beware, they could be waiting for you.
0:00:26 > 0:00:32Within a couple of weeks, you could physically see that it was starting to sink.
0:00:32 > 0:00:36We've got the good guys on our side, repairing those building bodges
0:00:36 > 0:00:39these cowboy builders leave behind.
0:00:41 > 0:00:43It's brilliant!
0:00:44 > 0:00:47It looks really... I don't want to get upset on camera.
0:00:47 > 0:00:50Make notes of all my hints and tips.
0:00:50 > 0:00:54That way, you should avoid falling into the cowboy trap.
0:01:02 > 0:01:07'Today, we're crossing the country to meet two sets of homeowners
0:01:07 > 0:01:10'who were left with that sinking feeling.
0:01:10 > 0:01:15'For Mark Parker, all he wanted was to replace his driveway.
0:01:15 > 0:01:19'He didn't expect to wear wellies when he went outside.'
0:01:19 > 0:01:24It flooded outside my door. It was an inch of water. It wouldn't go.
0:01:24 > 0:01:28I had to sweep the water away. That's still happening.
0:01:28 > 0:01:31'And Judith and Jim were left with electrics
0:01:31 > 0:01:36'which could burn down their house or, even worse, kill them!'
0:01:36 > 0:01:38I wanted a nice modern bathroom.
0:01:38 > 0:01:41What I ended up with was a nightmare.
0:01:42 > 0:01:49We're in sunny Staffordshire, where Mark Parker wanted to sort out his sunken driveway.
0:01:49 > 0:01:54'Mark lives with Caroline, children Brandon and Adam, and dog Roo.
0:01:54 > 0:01:58'They wanted to add the finishing touches to their home
0:01:58 > 0:02:03'by replacing their tired sunken drive with a new tarmac finish.'
0:02:03 > 0:02:10You could see that the driveway needed doing, so that was the first place to start.
0:02:10 > 0:02:14Mark turned to his phone directory to find his builder,
0:02:14 > 0:02:18then looked on the fancy website for more information.
0:02:18 > 0:02:21'And when he met the builder, he was won over.'
0:02:21 > 0:02:23He was very chatty.
0:02:23 > 0:02:28He'd come across as a lovely person. He told us a lot about himself.
0:02:28 > 0:02:31He seemed full of character.
0:02:31 > 0:02:34He'd had an adventurous life, from what he told us.
0:02:34 > 0:02:39He came across that friendly, we decided to go with him.
0:02:39 > 0:02:42'Mark was charmed by the sales technique.
0:02:42 > 0:02:47'The builder even convinced him that he wanted something different.'
0:02:47 > 0:02:52What a salesman! He convinced us to change to a block paved drive.
0:02:52 > 0:02:57'To get a special price, Mark agreed to pay a deposit.'
0:02:57 > 0:02:58I gave him £1,000.
0:02:58 > 0:03:03Cash. That was the provision of him knocking some money off.
0:03:03 > 0:03:06It's got to be a cash job. I said, "Not a problem."
0:03:06 > 0:03:10I've paid for cash jobs and never had a problem.
0:03:10 > 0:03:16He did state that you'll still get the ten-year guarantee, everything on his website.
0:03:16 > 0:03:20He said, "You'll get a professional job."
0:03:20 > 0:03:23Mark took a gamble that didn't pay off.
0:03:23 > 0:03:26Work was delayed from the start.
0:03:26 > 0:03:30He said the job would be completed within three weeks.
0:03:30 > 0:03:33After about six weeks, he hadn't even started.
0:03:33 > 0:03:37'Mark's mum was upset for her son's hard-earned loss.'
0:03:37 > 0:03:42Mark worked overtime to get the money to pay for the drive.
0:03:42 > 0:03:45He doesn't like to go into debt.
0:03:45 > 0:03:49It backfired on him and he's lost a lot of money.
0:03:49 > 0:03:53'Mark's mistake was handing over money with nothing in writing.
0:03:53 > 0:03:56'He put too much trust into his builder.
0:03:56 > 0:04:00'Make sure you get a written schedule of work
0:04:00 > 0:04:04'and a breakdown of how long each stage with take.
0:04:04 > 0:04:06'Always get a signed contract.
0:04:06 > 0:04:12'Download these from the Federation of Master Builders' website.
0:04:12 > 0:04:16'But Mark's builder was still full of smooth talk.'
0:04:16 > 0:04:19We asked him to come round, which he did.
0:04:19 > 0:04:23He apologised. Same again, very professional.
0:04:23 > 0:04:29Said, "We've experienced a lot of problems but we're going to start next week."
0:04:29 > 0:04:34For three or four weeks, nothing happened. Continuous phone calls.
0:04:34 > 0:04:36Continuous excuses.
0:04:36 > 0:04:40Then we were going on holiday, just going away for a week.
0:04:40 > 0:04:49He said to us, "If your driveway isn't complete when you come back, I won't charge you for it."
0:04:49 > 0:04:53I thought, "Well, I've got you now. You've got to do the job."
0:04:53 > 0:04:57'Mark was taken in by the lure of getting his driveway for free.
0:04:57 > 0:05:04'So he forgot another of my rules - don't let builders do work on your home while you're not around.'
0:05:04 > 0:05:09On the day we came back, he phoned us. We'd only been here an hour.
0:05:09 > 0:05:13He says, "Are you happy with your driveway?"
0:05:13 > 0:05:17We'd just literally walked through the door and, "Yeah."
0:05:17 > 0:05:22'Mark paid £2,400 for his brand new block paved drive,
0:05:22 > 0:05:27'and was left with a depressed drenched driveway disaster.'
0:05:27 > 0:05:32Within two to three weeks, I thought, "That doesn't look right."
0:05:32 > 0:05:36You could see a dip in the driveway.
0:05:36 > 0:05:40Mark replaced one sunken driveway with another.
0:05:40 > 0:05:44It's time for me to find out where it all went so badly wrong.
0:05:49 > 0:05:53- Hi, are you Mark?- I am. - I'm Clive from Cowboy Trap.
0:05:53 > 0:05:58- I've already trodden the path of your cowboy builder.- Yeah.
0:05:58 > 0:06:00Show me what all the problems are.
0:06:06 > 0:06:08Well, Mark, I can see the problems.
0:06:08 > 0:06:12First, how long has this been laid?
0:06:12 > 0:06:16- It's been coming on to 11 months. - Is that all?- That's all, yeah.
0:06:16 > 0:06:22That has faded so bad. That looks like a five-year lay minimum.
0:06:22 > 0:06:26- What are the main problems? - It started straight after the job.
0:06:26 > 0:06:30Three weeks later, it started sinking towards the edge.
0:06:30 > 0:06:33- Three weeks after?- Yeah.
0:06:33 > 0:06:38I pulled on the drive one day and thought, "That doesn't look right.
0:06:38 > 0:06:40"This doesn't feel level."
0:06:40 > 0:06:42It's got progressively worse.
0:06:42 > 0:06:45I was kicking the top of the manhole cover
0:06:45 > 0:06:48cos the blocks around it had sunk.
0:06:48 > 0:06:51Where the cars are parked,
0:06:51 > 0:06:57it's discoloured because the water's settling, it's not draining away.
0:06:57 > 0:07:02A year in, roughly, and you've got it looking like this! It's bonkers!
0:07:02 > 0:07:07- Yeah.- It's time to find out a bit more. Shall we pop inside?
0:07:07 > 0:07:09- OK.- After you, mate.
0:07:09 > 0:07:14'Mark's dipping driveway has left him depressed, too.
0:07:14 > 0:07:19'His money gone. He's fed up. But now we're here to help.'
0:07:19 > 0:07:24In the short space of time we're here, what would you like us to do?
0:07:24 > 0:07:32Basically, I'd just love to get the...iron out the lumps that are in the middle of my driveway.
0:07:32 > 0:07:39I don't want my kids tripping over the manhole covers that are protruding from the ground.
0:07:39 > 0:07:42Well, we've got the good guys coming in.
0:07:42 > 0:07:47We've done our background research and we're going to put it right.
0:07:47 > 0:07:52Excellent. It would be the end of a nightmare to get it complete.
0:07:52 > 0:07:58'We've got a big job on our hands, lifting up the bricks and relaying them on a solid foundation.'
0:07:58 > 0:08:05It's time to bring in the good guys and sort this driveway out once and for all.
0:08:11 > 0:08:16'Coming up, our independent chartered surveyor gives us the lowdown.'
0:08:16 > 0:08:20From what I've seen, I don't think I'd even give them one.
0:08:22 > 0:08:25'Now we're heading east to Milton Keynes,
0:08:25 > 0:08:31'where houseproud Judith Roberts has lived with Jim Davison for four years.
0:08:31 > 0:08:35'Judith remortgaged her home to restyle the bathroom,
0:08:35 > 0:08:40'making the most of the space and to complete her dream interior design.'
0:08:40 > 0:08:44All I wanted was a new bathroom suite, fully tiled,
0:08:44 > 0:08:48and the toilet and sink fitting into units with a bit of cupboard space.
0:08:48 > 0:08:54Judith and Jim hired the builder that was working on their next-door neighbour's bathroom.
0:08:54 > 0:08:59I'd been popping home lunch time, seeing them in there, working.
0:08:59 > 0:09:02So I popped round and got his card.
0:09:02 > 0:09:07He'd given me details of his website so I had a look at that.
0:09:07 > 0:09:12'Only part-way done, her neighbours were happy with their job so far.
0:09:12 > 0:09:14'So Judith got him in for a quote.'
0:09:14 > 0:09:19I checked the website. Some of the bathrooms looked gorgeous.
0:09:19 > 0:09:23When he'd given me the quote, I thought, for over £6,000,
0:09:23 > 0:09:30I'd get a really nice bathroom suite, good tiles and nice units, whatever.
0:09:30 > 0:09:32So I decided to go with him.
0:09:32 > 0:09:36'Their builder agreed to fit a new bathroom suite
0:09:36 > 0:09:40'with vanity unit, storage and floor-to-ceiling porcelain tiles.'
0:09:40 > 0:09:44Once the work had started, it was over in a matter of days,
0:09:44 > 0:09:49but after the builder had left, they realised something was badly wrong.
0:09:49 > 0:09:51After he'd finished, I felt sick.
0:09:51 > 0:09:56I couldn't sleep. I kept saying, "Jim, it doesn't look right."
0:09:56 > 0:10:00The toilet's dominating the room. It looks smaller than it did before.
0:10:00 > 0:10:03'It wasn't until they started to use the bathroom
0:10:03 > 0:10:07'that they realised their problems were bigger than that.'
0:10:07 > 0:10:15The toilet was blocking up and coming to the top of the pan. The shower wasn't getting hot.
0:10:15 > 0:10:21Then we found out that the work was poor. Everything was getting worse.
0:10:21 > 0:10:23The toilet wasn't working properly.
0:10:23 > 0:10:27It wasn't flushing properly cos it wasn't connected.
0:10:27 > 0:10:31'Bus driver Jim was shaving in the downstairs cloakroom
0:10:31 > 0:10:33'and going to the gym to shower.'
0:10:33 > 0:10:37I've been annoyed that I can't have a hot shower,
0:10:37 > 0:10:42I couldn't wash in the sink because the water pressure wasn't good.
0:10:42 > 0:10:48It's just been uncomfortable for me, having to go to the gym to have a shower.
0:10:48 > 0:10:53'Judith's work friends noticed how much it was affecting her.'
0:10:53 > 0:10:59She's come in, totally distraught that the builder hasn't turned up.
0:10:59 > 0:11:02She's constantly e-mailing and ringing him.
0:11:02 > 0:11:04He's just so relaxed about it.
0:11:04 > 0:11:11He doesn't understand how this has affected somebody's life. It's so traumatic.
0:11:11 > 0:11:15'For their £6,100, Judith and Jim got a bodged bathroom,
0:11:15 > 0:11:18'an ill-fitting toilet and a cold shower.
0:11:18 > 0:11:21'They got straight on to the builder.'
0:11:21 > 0:11:27I e-mailed and said, "Could you please sort out the shower and the toilet?
0:11:27 > 0:11:32"I spent over £6,000. We should be able to use it as a bathroom."
0:11:32 > 0:11:36'Judith and Jim made a common mistake.
0:11:36 > 0:11:41'They were taken in by a flashy website and seeing a half done job.
0:11:41 > 0:11:45'Take my tip - do your homework.'
0:11:50 > 0:11:57Even if your builder's been recommended by family member or colleague, do your own research.
0:11:57 > 0:12:00That way, you'll stay clear of the cowboys.
0:12:00 > 0:12:03'Judith's first builder ignored her calls.
0:12:03 > 0:12:07'She decided to hire a second builder to fix his mistakes.'
0:12:07 > 0:12:12After being in touch by e-mail and phone ten, 12 times, whatever,
0:12:12 > 0:12:15I decided to have the bathroom done myself.
0:12:15 > 0:12:19'Judith's builder had been working at the neighbour's.
0:12:19 > 0:12:21'He'd bodged that job, too.
0:12:21 > 0:12:23'They'd hired a second builder.
0:12:23 > 0:12:26'Judith hired the same guy, too!'
0:12:26 > 0:12:29He tried fitting the toilet and the sink.
0:12:29 > 0:12:34The sink turned out to be a nightmare. It was far too big.
0:12:34 > 0:12:36That didn't go in very well.
0:12:36 > 0:12:40Then we had an accident. He went through a water pipe.
0:12:40 > 0:12:45'Judith has suffered at the hands of not one, but two bodging builders.
0:12:45 > 0:12:50'The first guy fitted it and the second one ripped half of it out.'
0:12:50 > 0:12:54- Are you Judith?- Yes.- You've had a problem with a bathroom.
0:12:54 > 0:12:58- Do you mind showing me the damage? - No.- Let's have a look.
0:13:01 > 0:13:05- It's a bit unfinished!- It wasn't like this when he left it.
0:13:05 > 0:13:09It did look... The units were all fit in.
0:13:09 > 0:13:12It didn't look bad but it didn't actually work.
0:13:12 > 0:13:17- Why is the toilet...? That's not the position it's staying in?- No.
0:13:17 > 0:13:22The original builder had the toilet down here and he moved the sink
0:13:22 > 0:13:25over onto that wall.
0:13:27 > 0:13:31There was no water pressure, and the toilet kept blocking up.
0:13:31 > 0:13:34So I had a second builder come in.
0:13:34 > 0:13:38I said, "Move it back to where it used to be."
0:13:38 > 0:13:42At least the taps will work. So he's put the toilet there.
0:13:42 > 0:13:45He was going to put a sink on top of here.
0:13:45 > 0:13:49I don't want him to put a sink on top of that.
0:13:49 > 0:13:54That vanity unit... I've got to be honest. It's a bit cheap and nasty.
0:13:54 > 0:13:59It's basic chipboard and in a water environment,
0:13:59 > 0:14:02that's just going to blow out.
0:14:02 > 0:14:07What other problems do you have, other than the things I can see?
0:14:07 > 0:14:10The bath, well, the third plumber came.
0:14:10 > 0:14:13He put new pipes in.
0:14:13 > 0:14:16These are what were in originally.
0:14:16 > 0:14:20There's three of these, loads of pipework.
0:14:20 > 0:14:23Push-fits - not a big fan of them.
0:14:23 > 0:14:26They were all round the back and looped.
0:14:26 > 0:14:29There's no planning gone into it.
0:14:29 > 0:14:34Now, with your light fittings, especially the ones over the bath,
0:14:34 > 0:14:38they have to be Zone 1 light fittings.
0:14:38 > 0:14:43I need to get up and check behind to see if it's got any fire hoods
0:14:43 > 0:14:45to protect it.
0:14:45 > 0:14:47And I reckon I've seen enough.
0:14:47 > 0:14:49Well, I have as well!
0:14:49 > 0:14:54It's been there since last August. A complete nightmare.
0:14:54 > 0:14:56- So, nearly a year?- Yeah.
0:14:56 > 0:14:58No sink, no toilet.
0:14:58 > 0:15:03It's horrible. I hate coming into this bathroom.
0:15:03 > 0:15:06'No wonder Judith called us in.
0:15:06 > 0:15:08'I need to know what we can do.'
0:15:08 > 0:15:11What could we do that would make you smile again?
0:15:11 > 0:15:14A bathroom that looks nice and I can use.
0:15:14 > 0:15:20I can't wait to lie in the bath, put my candles on and chill out.
0:15:20 > 0:15:24It's high time we sorted this bathroom out for Judith and Jim.
0:15:24 > 0:15:28Not just because it's unusable. It's downright dangerous, too.
0:15:28 > 0:15:30Let's bring in the good guys.
0:15:37 > 0:15:42'Coming up, the independent chartered surveyor gives us his verdict.'
0:15:42 > 0:15:46The installation is non-compliant and could be dangerous.
0:15:47 > 0:15:50'We're travelling west to Cannock in Staffordshire.
0:15:50 > 0:15:56'Mark Parker wanted to replace his old sunken drive with a tarmac one.
0:15:56 > 0:16:03'He was left with a bumpy cracked nightmare with no drainage system, and £2,400 worse off.
0:16:03 > 0:16:07'The good guys are ready to knock up a dazzling driveway,
0:16:07 > 0:16:09'but before they crack on,
0:16:09 > 0:16:14'I want a verdict from independent chartered surveyor David McGuire.'
0:16:14 > 0:16:19You've had a look. What have you found that's not to your liking?
0:16:19 > 0:16:23First, has the driveway been laid to the correct level,
0:16:23 > 0:16:28- in relation to the dampproof course of the house?- Yeah.
0:16:28 > 0:16:30Which, in this case, it hasn't.
0:16:30 > 0:16:36David, we've got an undulation there, a deflection there.
0:16:36 > 0:16:40That occurred within three weeks of the lay.
0:16:40 > 0:16:44The installation of a block paved or brick paved drive,
0:16:44 > 0:16:49as well as any drive, really, is only as good as its preparation.
0:16:49 > 0:16:52And, for this type of surface,
0:16:52 > 0:16:58you need a minimum sub-base of 150mm, well consolidated
0:16:58 > 0:17:00crushed stone.
0:17:00 > 0:17:02Yes.
0:17:02 > 0:17:07I've not seen underneath here, but I would bet that it hasn't got that.
0:17:07 > 0:17:10More important to us is your verdict
0:17:10 > 0:17:16and your mark out of ten you'd give these guys for laying driveways.
0:17:16 > 0:17:21From what I've seen, I don't think I'd even give them one.
0:17:21 > 0:17:25Are we saying that these guys get a big fat zero?
0:17:25 > 0:17:29Why not? They don't deserve anything else.
0:17:29 > 0:17:33Thank you for your input, squire. Much appreciated. Thank you.
0:17:33 > 0:17:39Zero out of ten? This guy is certainly no hero with a score of zero!
0:17:39 > 0:17:42'Our good guys will make it ten out of ten.
0:17:42 > 0:17:48'They'll remove all these blocks, sort out the sub-base and drainage.
0:17:48 > 0:17:52'Leading our team today is Rob. What's the plan?'
0:17:52 > 0:17:56We're going to take all the blocks off, take all the sand up,
0:17:56 > 0:18:01to see if there is any hard core. I've took a couple of blocks up.
0:18:01 > 0:18:07- I know that some of the sand goes nearly to 150mm.- A lot of sand!
0:18:07 > 0:18:11- They say 25mm, don't they?- Yeah. - So it's way over.
0:18:11 > 0:18:18We'll take all the sand up, get it out the way, then we're going to put lines through, some string lines.
0:18:18 > 0:18:21Then we can go along and measure down
0:18:21 > 0:18:26and see how much hard core has got to go in place.
0:18:26 > 0:18:29Then we'll put the sand down, level it all off
0:18:29 > 0:18:32and start putting our block paving in.
0:18:32 > 0:18:35What about drainage? There was loads of problems.
0:18:35 > 0:18:40We've got some drains and we'll put them down the path of the house
0:18:40 > 0:18:43and dig soakaways for the water.
0:18:43 > 0:18:47'While the good guys get stuck in, I track back with Mark
0:18:47 > 0:18:52'and find out how his driveway dreams became a paving palaver.'
0:18:52 > 0:18:57How long after these guys left did you find a major problem?
0:18:57 > 0:19:02- Three weeks.- The three weeks he said he'd take to do the job.- Exactly.
0:19:02 > 0:19:07It was about three weeks. I pulled up one evening from work.
0:19:07 > 0:19:11I looked at the drive and something didn't quite look right.
0:19:11 > 0:19:17I started kicking the blocks and thought, "They look like they've sunk."
0:19:17 > 0:19:22Straight away, I phoned him. He says, "We'll come and have a look."
0:19:22 > 0:19:28That night, it rained for the first time we were in since it was done.
0:19:28 > 0:19:34I've no idea why I did it, but I popped my head out the front door.
0:19:34 > 0:19:39That was when I noticed that my driveway was flooded.
0:19:39 > 0:19:44- You'd got a little swimming pool? - I had. I took a picture, videoed it.
0:19:44 > 0:19:48People wouldn't have believed me, it was that bad.
0:19:48 > 0:19:52'Mark's video shows just how serious his water woes were.
0:19:52 > 0:19:57- 'They affected his entire family.' - There were puddles outside the door.
0:19:57 > 0:20:02They tried to get the children not to walk in it and into the house.
0:20:02 > 0:20:05After a while, everybody was upset.
0:20:05 > 0:20:12- You approached the builder? Said, "This is what's going down." What did he say?- I texted a picture.
0:20:12 > 0:20:18He wouldn't answer his phone. I kept trying. I e-mailed him, pictures.
0:20:18 > 0:20:22After a while, he got in touch and said he'd been on holiday.
0:20:22 > 0:20:27Apologised, said he was going to get the fitter back to have a look.
0:20:27 > 0:20:32Which he did, eventually, after three appointments that he missed.
0:20:32 > 0:20:38He had a look at the driveway and the fitter that laid the blocks, straightaway said,
0:20:38 > 0:20:42"I apologise, but it's a mess. The lot's got to come back up."
0:20:42 > 0:20:48The sub-base that's been applied before he put the blocks down isn't substantial.
0:20:48 > 0:20:51"It's got to come back up."
0:20:51 > 0:20:55- So you thought it's going to get sorted, get lifted back up.- Yeah.
0:20:55 > 0:20:58- What happened?- He gave me a date.
0:20:58 > 0:21:03I says, "When can it be done?" He got his diary out of his van.
0:21:03 > 0:21:07He said, "Next Wednesday." I thought, "Brilliant!"
0:21:07 > 0:21:10Next Wednesday came, he didn't turn up.
0:21:10 > 0:21:15I phoned him. He answered. I said, "Are you coming today?"
0:21:15 > 0:21:18He said, "Look, Mark. I've sought legal advice.
0:21:18 > 0:21:22"It isn't down to me. I only laid the bricks.
0:21:22 > 0:21:28"The person that laid the sub-base, it's their fault." The original company.
0:21:28 > 0:21:35He said, "You need to get back in touch with them." All of a sudden, his phones are unavailable.
0:21:35 > 0:21:41His number on the letterhead was an account that had been discontinued.
0:21:41 > 0:21:45'Mark's builder refused to take responsibility
0:21:45 > 0:21:47'for the job he'd taken money for.
0:21:47 > 0:21:53'If you find yourself in this situation:
0:21:56 > 0:21:59'Even if you don't get your money back,
0:21:59 > 0:22:02'you may help other homeowners being stung.
0:22:02 > 0:22:06'Mark was about to discover he wasn't alone.
0:22:06 > 0:22:09'The local paper was onto his builder.'
0:22:09 > 0:22:14A friend said, "Have you seen the free paper?" I said, "No."
0:22:14 > 0:22:18And there is his picture on the front page.
0:22:18 > 0:22:24He's done it to that many people, the local paper felt they needed to get involved.
0:22:24 > 0:22:29There was a catalogue of people that had been affected by him.
0:22:29 > 0:22:33Bad news. How do you feel about him now?
0:22:33 > 0:22:37I'm angry, but also a bit embarrassed that he took us in.
0:22:37 > 0:22:39He introduced us as a friend,
0:22:39 > 0:22:46and we were in constant contact with him during the period that he was letting us down.
0:22:46 > 0:22:52We just thought, "He's having problems. Nice guy. It'll be OK." Just let down.
0:22:52 > 0:22:58'I want to find out what Mark's Trading Standards Officer did about the complaints.'
0:22:58 > 0:23:03We knew where his home address was. That was vacant.
0:23:03 > 0:23:07And has been vacant for a long time.
0:23:07 > 0:23:11We got various mobile numbers. We rang them.
0:23:11 > 0:23:13They were dead.
0:23:13 > 0:23:17You did a thorough search to try to track this guy down.
0:23:17 > 0:23:24When he dropped off the scene, he well and truly dropped off the scene.
0:23:24 > 0:23:27I spoke to a number of people who'd paid
0:23:27 > 0:23:32quite a substantial amount up-front for various jobs.
0:23:32 > 0:23:38What do you think the chances are of Mark getting any success of chasing this guy down for his money?
0:23:38 > 0:23:42In my personal opinion, the way it looks today
0:23:42 > 0:23:46is that it's remote because we can't find the owner of the business.
0:23:46 > 0:23:50You know who you are, and now we know who you are.
0:23:50 > 0:23:58If you ever decide to ride back into town, we know your dodgy tricks and we'll be prepared next time.
0:23:58 > 0:24:03'I hope Mark's going to be happy when he tests his new driveway.'
0:24:03 > 0:24:07You can walk on this without tripping over!
0:24:07 > 0:24:14'Back in Milton Keynes, we're helping Judith and Jim get the bathroom they paid over £6,000 for.
0:24:14 > 0:24:20'Instead, they got a cold shower, a blocked toilet and an unusable sink.
0:24:20 > 0:24:23'Before the good guys get started working their magic,
0:24:23 > 0:24:27'I want the verdict from independent chartered surveyor Philip Kentish.'
0:24:27 > 0:24:31Before we say anything, let me first tell you
0:24:31 > 0:24:36that Judith has spent over six grand on this compact and bijou place.
0:24:36 > 0:24:39What isn't to your liking?
0:24:39 > 0:24:44When I first came in, nothing sticks out in your face,
0:24:44 > 0:24:51but scratch beneath the surface and there are a number of things I would be concerned with.
0:24:51 > 0:24:55First, I would ask for a copy of the electrical test certificate
0:24:55 > 0:24:59to prove that the installation was in accordance with regulations.
0:24:59 > 0:25:06That hasn't been forthcoming, so I assume that it is non-compliant and therefore could be dangerous.
0:25:06 > 0:25:10I think it's best that we check it out. Anything else you found?
0:25:10 > 0:25:14Of particular concern, looking above, the recess light fittings.
0:25:14 > 0:25:18Fittings of this type should have a fire hood.
0:25:18 > 0:25:21They will heat up in the roof void
0:25:21 > 0:25:26and potentially cause fire, mixing with the insulation above.
0:25:26 > 0:25:30They haven't. Therefore, it's a fire risk.
0:25:30 > 0:25:35What mark would you give these guys, bearing in mind, over six grand?
0:25:35 > 0:25:37It's a lot of money.
0:25:37 > 0:25:42The bathroom does work, but it works appallingly, in my view.
0:25:42 > 0:25:47The water pressure's poor, the usability is poor,
0:25:47 > 0:25:49but the finishing is OK.
0:25:49 > 0:25:53In my view, I would score this a four out of ten.
0:25:53 > 0:25:57Four out of ten it therefore shall be. Thank you very much, Phil.
0:25:57 > 0:26:01What about that? Four out of ten. No more than they deserve.
0:26:01 > 0:26:04This job could have ended up truly shocking.
0:26:04 > 0:26:07'Steve and his team are ready to get started.
0:26:07 > 0:26:13'Let's find out how they're going to turn this into a haven of relaxation.'
0:26:13 > 0:26:18There's loads of problems. What is your plan to put that right?
0:26:18 > 0:26:23We're going to rip all the tiles that need to come off.
0:26:23 > 0:26:27We're going to put nice edging for the tiles on.
0:26:27 > 0:26:32We're going to take the shower screen off cos it was leaking,
0:26:32 > 0:26:34make sure that fits better.
0:26:34 > 0:26:38A new vanity unit, a new sink, new toilet and generally just...
0:26:38 > 0:26:41- Make it look good.- Yeah.
0:26:41 > 0:26:45- On the electrical side, we need somebody to check that over.- Yeah.
0:26:45 > 0:26:49- You've got that base covered too? - Yeah.
0:26:49 > 0:26:54We've got our guys coming in to make sure it's Part P, everything's safe.
0:26:54 > 0:27:01I'm looking forward to seeing what you can do for her, because she's lost so much confidence.
0:27:01 > 0:27:05For now, mate, great to have you on board.
0:27:05 > 0:27:09'Judith and Jim have been without a proper bathroom for almost a year.
0:27:09 > 0:27:15'Their first builder charged £6,100. I want to know why they thought it should cost so much.'
0:27:15 > 0:27:20The job that he's done up there, or was planning to do,
0:27:20 > 0:27:25you should have got for anywhere between £2,800 and £3,500.
0:27:25 > 0:27:31To have a real quality bathroom for the size of bathroom, that's the price it should be.
0:27:31 > 0:27:37- It makes me feel ill thinking about it.- So, £6,100 is monster.
0:27:37 > 0:27:41You could have almost had two bathroom suites.
0:27:41 > 0:27:47'Judith believed one of the reasons the quote was so high was because of the porcelain tiles.'
0:27:47 > 0:27:51- You selected the tiles that you wanted.- Yes.
0:27:51 > 0:27:54You physically went to the shop.
0:27:54 > 0:27:57The builder said to me, "Go to whatever shop.
0:27:57 > 0:28:02"I'll meet you there and you can show me which tiles you want."
0:28:02 > 0:28:05I met him in the shop, pointed them out.
0:28:05 > 0:28:08When he e-mailed me the invoice,
0:28:08 > 0:28:12he said the tiles were 2,000, with his discount, 1,100.
0:28:12 > 0:28:17Then, since all the problems, having the sink and toilet moved,
0:28:17 > 0:28:21I thought I needed some more tiles so I went back to the shop
0:28:21 > 0:28:25and mentioned the builder who'd done the bathroom.
0:28:25 > 0:28:27He goes, "Oh, yes. I remember."
0:28:27 > 0:28:31I said, "He says the tiles were £2,000, with a discount, 1,100."
0:28:31 > 0:28:34He went, "No. About half that."
0:28:34 > 0:28:39I just left the shop in tears. I couldn't even talk to the guy.
0:28:39 > 0:28:43It's a good point because I would suggest
0:28:43 > 0:28:49that, if you want tiles, buy them yourself. Get the tiles.
0:28:49 > 0:28:54Take your measurements, they will give you enough tiles
0:28:54 > 0:28:57and a few extra, allowing for breakages.
0:28:57 > 0:29:00You're better off doing it that way.
0:29:00 > 0:29:07In real terms, you could have saved 600 quid there, if he said £500 would have been the price.
0:29:07 > 0:29:11Because he was getting his discount, I was getting them cheaper.
0:29:11 > 0:29:14Obviously, he was adding more on for himself.
0:29:30 > 0:29:36'Judith's builder changed the electrics but she has no certification to show they're safe.
0:29:36 > 0:29:40'We now know he wasn't qualified to do the work,
0:29:40 > 0:29:44'so we're having the work checked by certified electrician Lee.'
0:29:44 > 0:29:50- The fire hoods have gone in on the lights.- Explain what they do.
0:29:50 > 0:29:52If you haven't got fire hoods,
0:29:52 > 0:29:56with the insulation resting on the lamps,
0:29:56 > 0:29:59they can overheat and turn into a fire.
0:29:59 > 0:30:04So we use the fire hoods for that protection for building regulations.
0:30:04 > 0:30:08Also, the extractor fan in the bathroom
0:30:08 > 0:30:13is 230 volts and it's above the bath, which is very dangerous.
0:30:13 > 0:30:18You could be standing in water with no RCD protection on the unit,
0:30:18 > 0:30:20and have an electric shock.
0:30:20 > 0:30:25It has to be low voltage, 12 volts, and then it's safe.
0:30:25 > 0:30:27Fantastic. That is a top deal.
0:30:27 > 0:30:31Sorry to disturb you. You can carry on now. Cheers, buddy.
0:30:31 > 0:30:35'Judith's first builder took £6,100 to install her bathroom.
0:30:35 > 0:30:38'When it didn't work, he didn't want to know.
0:30:38 > 0:30:41'Even worse, his electrics are lethal.
0:30:41 > 0:30:43'It's time he gave us answers.'
0:30:43 > 0:30:45What would you ask him, Jim?
0:30:45 > 0:30:49Why the shower wasn't getting as hot as it should have been.
0:30:49 > 0:30:52What about you, Judith?
0:30:52 > 0:30:56I'm more concerned about the electrical work that he's completed.
0:30:56 > 0:31:02Even in the loft, all the cable work that he's done could have caught fire at any time.
0:31:02 > 0:31:05- Yes.- And the plumbing.
0:31:05 > 0:31:10I'm going to give you an opportunity to speak to your builder right now.
0:31:10 > 0:31:12Are you ready? Here we go.
0:31:15 > 0:31:18PHONE RINGING
0:31:22 > 0:31:28'The person you are calling is unable to take your call, please leave your message after the tone.'
0:31:28 > 0:31:34Hiya. It's Judith. Can you give me a call as soon as possible on this number, please?
0:31:36 > 0:31:42Interestingly enough, he knows that we're on the case.
0:31:42 > 0:31:46Our office have spoken to him.
0:31:46 > 0:31:51He's given loads of detailed explanations as to why.
0:31:51 > 0:31:55I'll pick out some points and I'd like your reaction.
0:31:55 > 0:31:59He said that he's not a cowboy builder.
0:31:59 > 0:32:06And he's saying that he's got loads of references from happy customers. What do you think to that?
0:32:06 > 0:32:11Has he done the electrics and put somebody else's life in danger?
0:32:11 > 0:32:16The thing is, my next-door neighbour is proof that he's a cowboy.
0:32:16 > 0:32:19He's done exactly the same to her bathroom.
0:32:19 > 0:32:24She's getting her electrics checked in case her house burns down.
0:32:24 > 0:32:26I think that's important.
0:32:26 > 0:32:29'Coming up, Judith gets a shock about her electrics.'
0:32:29 > 0:32:33How can it be legal for him to put a shower in, lighting,
0:32:33 > 0:32:37then say you've got to get someone to check it?
0:32:38 > 0:32:42'We're travelling to Cannock in Staffordshire.
0:32:42 > 0:32:49'Mark Parker wanted rid of his bumpy drive and ended up with a bumpier one - and nearly £2,500 worse off.
0:32:49 > 0:32:51'Our guys are on the case.
0:32:51 > 0:32:56'I want to know why Mark's drive gave him that sinking feeling.'
0:32:56 > 0:32:59When you stripped it back, what did you find?
0:32:59 > 0:33:03Loads of sand! We've taken out a skipful of sand
0:33:03 > 0:33:06and replaced it with hard core.
0:33:06 > 0:33:09- How many tonnes of hard core?- Four. - Four tonne?
0:33:09 > 0:33:14It's unbelievable. We can't believe it. We're really shocked.
0:33:14 > 0:33:18- It's rock solid now.- Yeah. - You've relaid the blocks.- Yeah.
0:33:18 > 0:33:20Most importantly, I can see drainage.
0:33:20 > 0:33:25Yeah. They had major problems with water, stepping out into a puddle.
0:33:25 > 0:33:28We put drains all the way down.
0:33:28 > 0:33:33There's a soakaway at the end. There's a soakaway behind you there.
0:33:33 > 0:33:36It'll all soak away nice for them.
0:33:36 > 0:33:41It looks superb. You and the boys have done a great job. Well done.
0:33:41 > 0:33:48- I cannot wait to show Mark what the top guys can do. - Thanks a lot.- Cheers, Rob.
0:33:48 > 0:33:53'As they're open to the elements, driveways need maintenance.'
0:33:53 > 0:33:58When you've had your driveway laid, or patio slabs, maintain them.
0:33:58 > 0:34:01With patio slabs, if they've got mortar lines,
0:34:01 > 0:34:04you'll get moss growing.
0:34:04 > 0:34:09That isn't growing from underneath. The seeds land on top and take root.
0:34:09 > 0:34:11High pressure washer, blast it off.
0:34:11 > 0:34:16The driveway, that's got kiln-dried sand between the gaps.
0:34:16 > 0:34:20Each year, you need to rake those out and refill it back in.
0:34:20 > 0:34:25It's cheap enough to do and it'll stay looking great for years.
0:34:25 > 0:34:30'Mark has been left feeling ripped-off with his dodgy driveway.
0:34:30 > 0:34:35'He's much more prepared to ward off potential cowboys coming to town.'
0:34:35 > 0:34:41If you've learned anything from having a cowboy builder what would that be?
0:34:41 > 0:34:46I'd watch him do the job. He did it while we were on holiday.
0:34:46 > 0:34:48He did what he wanted.
0:34:48 > 0:34:52What he told us isn't what he did. That's plainly obvious.
0:34:52 > 0:34:55Next time, I'd watch him like a hawk.
0:34:55 > 0:35:01Somebody to be here. A bit of supervision keeps them on their mettle.
0:35:01 > 0:35:05Remind me what it was like before we arrived.
0:35:05 > 0:35:08I got seasick when I walked on it.
0:35:08 > 0:35:12The worst part was that it flooded outside the front door.
0:35:12 > 0:35:15There was no drainage.
0:35:15 > 0:35:19It was all over the place. It was terrible.
0:35:19 > 0:35:24Now, this is always my favourite bit, putting things right.
0:35:24 > 0:35:28- Let's go and have a look. Are you ready?- Yeah.- Come on, mate.
0:35:30 > 0:35:32Come and have a look at this.
0:35:32 > 0:35:35Oh! Yeah!
0:35:35 > 0:35:38Wow. Straightaway, a lot better!
0:35:38 > 0:35:40It's much better, isn't it?
0:35:40 > 0:35:44Definitely. You can walk on this without tripping over!
0:35:44 > 0:35:49You've got the drop there, as the curvature goes down.
0:35:49 > 0:35:51But it's what you can't see, Mark!
0:35:51 > 0:35:54It's what's underneath that counts.
0:35:54 > 0:36:00And do you know what? They've got four tonne of hard core under here.
0:36:00 > 0:36:02This is going nowhere.
0:36:02 > 0:36:05Have you noticed something else?
0:36:05 > 0:36:09The drainage. That's the important thing for us.
0:36:09 > 0:36:12The water's got somewhere to go.
0:36:12 > 0:36:14Explain to us what was happening.
0:36:14 > 0:36:20The water was just stopping where it fell, congregating in puddles.
0:36:20 > 0:36:23Outside the front door was terrible.
0:36:23 > 0:36:28All the drainage has been set in. The box drainage has been set in.
0:36:28 > 0:36:34- I think, all in all, this is a fantastic driveway.- It is great.
0:36:34 > 0:36:37- Thumbs-up for the good guys?- Yeah.
0:36:37 > 0:36:41'The original builder left a driveway that had no drainage
0:36:41 > 0:36:43'and no solid foundations.
0:36:43 > 0:36:47'It needed ripping up and starting again with a hard core structure,
0:36:47 > 0:36:50'for an end to the lumps and bumps.
0:36:50 > 0:36:53'The gaps are filled with sand to prevent weeds,
0:36:53 > 0:36:56'and the drainage system will stop flooding.
0:36:56 > 0:36:58'Another job well done.'
0:36:58 > 0:37:04This is going nowhere. You can drive on and off knowing full well
0:37:04 > 0:37:07that underneath, the foundations are solid.
0:37:07 > 0:37:11- Enjoy your driveway. - Thanks very much. Thank you.
0:37:11 > 0:37:14After a year of living with this dire driveway,
0:37:14 > 0:37:19Mark and his family are on the pathway to happiness.
0:37:20 > 0:37:24'We're hoping for more happiness in Milton Keynes.
0:37:24 > 0:37:30'After living here together for four years, Judith and Jim wanted a fresh contemporary bathroom.
0:37:30 > 0:37:38'They were left with a room that they couldn't use, and left in danger cos of dodgy electrics.
0:37:38 > 0:37:45'I need to tell Judith and Jim some more disturbing information about their first builder.'
0:37:45 > 0:37:48I have to bring this to your attention.
0:37:48 > 0:37:54On his website, he has disclaimers for both gas and electricity.
0:37:54 > 0:37:57In your case, it's the electrical side of it.
0:37:57 > 0:38:02That he will either, or you will need to,
0:38:02 > 0:38:07- bring in somebody that is minimum Part P...- Didn't know about that.
0:38:07 > 0:38:11- It's true.- I didn't read it on the website. Do you believe that?
0:38:11 > 0:38:14He's carrying out work...
0:38:14 > 0:38:19How can it be legal for him to put a shower in, lighting and everything
0:38:19 > 0:38:22and say you've got to get someone else to check it?
0:38:22 > 0:38:28Let me just put it to you like this, that any electrician, qualified,
0:38:28 > 0:38:33who gets a phone call from somebody to go, "I have done the electrics."
0:38:33 > 0:38:38Say you've done it, Jim. You've put the cables in, all the connections.
0:38:38 > 0:38:42"Do you mind checking it and giving me a certificate?"
0:38:42 > 0:38:48Anybody who's worth their salt is going to say, "You've got no chance."
0:38:48 > 0:38:53Because they need to check all the work that's been done, and test it.
0:38:53 > 0:38:58Any cables that are hidden, any junction boxes they can't get to,
0:38:58 > 0:39:00they're going to need to check.
0:39:00 > 0:39:04You will not get them to do it, anybody worth their salt.
0:39:04 > 0:39:09- And he's put that disclaimer in... - Can't believe that.
0:39:09 > 0:39:14So you've got no guarantee that the electrical work has been done
0:39:14 > 0:39:17to the regulation standard,
0:39:17 > 0:39:22because he is not qualified to do the work in the first place.
0:39:22 > 0:39:26'Judith and Jim's first builder bodged the installation.
0:39:26 > 0:39:30'The second builder made it worse, trying to mix the mistakes.
0:39:30 > 0:39:34'I hope they won't be hiring any more dodgy trades people.'
0:39:34 > 0:39:39What lessons have you learned from having a cowboy builder in,
0:39:39 > 0:39:42that would make you think twice next time?
0:39:42 > 0:39:44- I want to see certificates.- Yeah.
0:39:44 > 0:39:48And probably work they've already completed.
0:39:48 > 0:39:50- Probably?- I mean definitely.
0:39:50 > 0:39:55- You mean definitely! - And about four or five quotes.
0:39:55 > 0:39:58Yes. As many quotes as you can get.
0:39:58 > 0:40:02But the guys you decide on, or the girls, choose them wisely.
0:40:02 > 0:40:06Doing your research properly is very, very important.
0:40:06 > 0:40:09One other important thing. No money up front.
0:40:09 > 0:40:12- Yeah.- No need. Certainly no need.
0:40:12 > 0:40:17- And when you think things are going wrong, halt it there and then.- Yeah.
0:40:17 > 0:40:23Before we arrived, describe to me what the bathroom was like. Come on!
0:40:23 > 0:40:26A complete wreck.
0:40:26 > 0:40:32A hole in the floor. No toilet. No sink. No side panel on the bath.
0:40:32 > 0:40:34Which leaked as well.
0:40:34 > 0:40:40The shower door leaked. The shower didn't get hot. It was just a mess.
0:40:40 > 0:40:42So, what are you hoping for?
0:40:42 > 0:40:45I'd be able to have a nice hot shower!
0:40:45 > 0:40:49You're always going down the gym, Jim, to have your shower.
0:40:49 > 0:40:53I just want a bathroom that works, that looks nice.
0:40:53 > 0:40:58I just want to put me candles on and lie in the bath and chill out.
0:40:58 > 0:41:02- Are you ready?- Yeah. - Let's go and have a look.
0:41:02 > 0:41:04After you, my girl. Go on, Jim.
0:41:07 > 0:41:10It's brilliant! That looks really...
0:41:10 > 0:41:13I don't want to get upset on camera!
0:41:13 > 0:41:18- Have a look.- It looks completely different. Absolutely gorgeous.
0:41:18 > 0:41:20The border's straight.
0:41:20 > 0:41:24- Yeah.- The cheap tacky edging around the tiles is gone.
0:41:24 > 0:41:29- It just looks a lot bigger. - Thanks, Clive. That's great.
0:41:29 > 0:41:34It looks great, but I've got to tell you things that are hidden.
0:41:34 > 0:41:39Those light fittings didn't have any fire hoods and left you in danger.
0:41:39 > 0:41:42Those fire hoods are now on.
0:41:42 > 0:41:45That's peace of mind. All the electrics have been sorted.
0:41:45 > 0:41:50A Part P certificate will be coming to you in the next couple of days.
0:41:50 > 0:41:52Again, that's peace of mind.
0:41:52 > 0:41:55Toilet's in now, the vanity unit, the bath, the tiles.
0:41:55 > 0:41:59I can't thank you enough. Thanks.
0:41:59 > 0:42:02You're seriously welcome.
0:42:02 > 0:42:07- Thanks Clive.- You're welcome, sir! You can shake a hand.
0:42:07 > 0:42:11'Judith and Jim wanted a high quality modern bathroom
0:42:11 > 0:42:14'and ended up not being able to use it.
0:42:14 > 0:42:17'We've removed all the units and dangerous electrics
0:42:17 > 0:42:22'and replaced them with this sleek and stylish suite and shower.
0:42:22 > 0:42:24'Judith's tiles are professionally laid
0:42:24 > 0:42:27'and the units fit perfectly.
0:42:27 > 0:42:31'Exactly what she'd asked for in the first place.
0:42:31 > 0:42:34'It's another cracking job from our good guys.'
0:42:35 > 0:42:42Judith and Jim have got their life back and the bathroom they dreamed of, thanks to the good guys.
0:42:42 > 0:42:44Remember, they are out there.
0:42:44 > 0:42:49Do your research and you won't go falling into the cowboy trap.
0:43:09 > 0:43:12Subtitles by Red Bee Media Ltd