0:00:04 > 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 > 0:00:13to people's homes and their lives.
0:00:13 > 0:00:17All the dreams, all the enthusiasm about it, it had all gone.
0:00:17 > 0:00:20All gone in ten minutes.
0:00:20 > 0:00:22Ten minutes to see what he'd done to my house.
0:00:22 > 0:00:27We're going to uncover some of the worst building disasters in Britain.
0:00:27 > 0:00:31Not only am I looking at an eyesore, the garden has been disrupted
0:00:31 > 0:00:32and everything else,
0:00:32 > 0:00:35but just to know that, how am I going to get it fixed?
0:00:35 > 0:00:39Along with my team of experts, I'm here to help those
0:00:39 > 0:00:43who've suffered at the hands of these shameful individuals,
0:00:43 > 0:00:45and turn devastation into delight.
0:00:45 > 0:00:49- Thanks, Clive. It's lovely. - Fantastic, isn't it?
0:00:49 > 0:00:51You know, knowledge is power,
0:00:51 > 0:00:54so if you take on board all my advice, hints and tips,
0:00:54 > 0:00:58we'll help prevent you from falling into the Cowboy Trap.
0:01:06 > 0:01:10On today's Cowboy Trap, we're meeting two women
0:01:10 > 0:01:12who suffered at the hands of builders who've wreaked havoc.
0:01:12 > 0:01:16In Aberdeenshire, Jean wanted to make some minor improvements
0:01:16 > 0:01:20to her council house, but ended up with heartache.
0:01:20 > 0:01:24And then I got the builders in to do my laminate flooring
0:01:24 > 0:01:26in the front room and the hallway,
0:01:26 > 0:01:31and I wanted the kitchen tiling, and that's where the trouble began.
0:01:31 > 0:01:33And in Weston-super-Mare,
0:01:33 > 0:01:37single mum Alison dreamed of adding a conservatory to the family home,
0:01:37 > 0:01:40but found herself on the end of a long list of victims
0:01:40 > 0:01:43with almost nothing to show for their money.
0:01:43 > 0:01:45So I would be phoning him, asking him.
0:01:45 > 0:01:50He'd coming up with every single excuse under the sun, and I just
0:01:50 > 0:01:54basically at the end said, "Either do the job, or give me my money back."
0:01:55 > 0:01:58But first, we're in Aberdeenshire.
0:01:58 > 0:02:02Newly divorced 63-year-old Jean hoped to make herself
0:02:02 > 0:02:05completely at home in her new house with Tilly, her Westie,
0:02:05 > 0:02:06and Scottie dog Ben.
0:02:06 > 0:02:11After I was divorced, I was left with no home,
0:02:11 > 0:02:16and I was housed by the council in temporary accommodation.
0:02:16 > 0:02:19There for nine months, and then they offered me this house,
0:02:19 > 0:02:24and we were just overjoyed with it. It was lovely, clean.
0:02:24 > 0:02:27They put in a new kitchen, new bathroom, had the council.
0:02:27 > 0:02:32They were very good. Everywhere had been painted, pristine.
0:02:32 > 0:02:34It was just what I wanted.
0:02:34 > 0:02:36Gorgeous, absolutely gorgeous.
0:02:36 > 0:02:39With lovely views of the Scottish hills outside,
0:02:39 > 0:02:42the only thing Jean was missing inside
0:02:42 > 0:02:46was some new laminate flooring, tiles and a cooker in the kitchen.
0:02:46 > 0:02:50Well, after we'd been to do the viewing, I did ask
0:02:50 > 0:02:54the council if I could stay in me temporary housing for an extra week
0:02:54 > 0:02:56whilst I got the flooring done.
0:02:56 > 0:03:00Then I could just move in and that was me settled.
0:03:00 > 0:03:03With moving in day delayed for a week,
0:03:03 > 0:03:07Jean and her daughter Laura began an internet search for a tradesman
0:03:07 > 0:03:10who could fit laminate flooring in the living room and hallway.
0:03:10 > 0:03:16We went onto this site and what you do is, you put in the job
0:03:16 > 0:03:20that you need doing and then, the people on the site,
0:03:20 > 0:03:24they get back to you and say, "I can do the job."
0:03:24 > 0:03:29Because I said I wanted it done as soon as possible within the week,
0:03:29 > 0:03:31ready for me to move in.
0:03:31 > 0:03:34And I got a phone call back from this building company.
0:03:34 > 0:03:40The tradesman Jean found on the internet review site could come almost right away to quote.
0:03:40 > 0:03:44When he arrived, he spotted some other jobs his firm could help with.
0:03:44 > 0:03:47Because he had been round to look at the house where it is,
0:03:47 > 0:03:51he'd noticed that the garden was a really bad mess, and he says,
0:03:51 > 0:03:54"We do gardening as well, would you like your garden done?"
0:03:54 > 0:03:58I said, "That'd be brilliant, getting all the jobs done in one following on.'
0:03:58 > 0:04:04So he quoted me £3,200 for all the work complete,
0:04:04 > 0:04:08and that included a new cooker as well.
0:04:08 > 0:04:11Jean's modest savings would cover the quote.
0:04:11 > 0:04:14He promised the job would be done in just three days,
0:04:14 > 0:04:16so Jean could move in within the week.
0:04:16 > 0:04:17To book the job,
0:04:17 > 0:04:21the tradesman wanted half the money, £1,600, upfront.
0:04:21 > 0:04:25I thought that's reasonable, you know, and the rest of the other half
0:04:25 > 0:04:29of the money would be paid on completion of the work,
0:04:29 > 0:04:32and satisfaction of the work.
0:04:35 > 0:04:38Alarm bells should sound if your builder wants to be paid up front.
0:04:38 > 0:04:41Follow my tips to stay out of trouble.
0:04:41 > 0:04:44However persuasive your builder is, don't pay up front.
0:04:44 > 0:04:49You don't have to pay for your meal the minute you sit down in a restaurant.
0:04:49 > 0:04:51It's the same rule for building work.
0:04:51 > 0:04:56Once you've handed over your cash, it's very difficult to get the builder to put things right.
0:05:00 > 0:05:05Jean was confident her highly-rated builder, found on the internet, would do a good job.
0:05:05 > 0:05:07But of course it wasn't to be.
0:05:09 > 0:05:14The day before I moved in, I came to see it...
0:05:14 > 0:05:18you could have knocked me down with a feather. I was so, so upset.
0:05:18 > 0:05:23This is my home, my first home of my own.
0:05:23 > 0:05:28I'm 63, I just wanted to settle. The rest of my life, be here.
0:05:28 > 0:05:31Settled and happy.
0:05:31 > 0:05:32It shattered everything.
0:05:32 > 0:05:38How could such a relatively simple job as laying a bit of laminate flooring, fitting some worktops
0:05:38 > 0:05:43and installing a cooker cause so much upset for poor Jean?
0:05:43 > 0:05:47Jean's retirement dream has turned into a nightmare.
0:05:47 > 0:05:48It's time for me to meet her
0:05:48 > 0:05:51and get the low-down on this flooring fiasco.
0:05:53 > 0:05:56- Hello. Are you Jean?- Yes, I am. - I'm Clive from Cowboy Trap.
0:05:56 > 0:06:00- I hear you've had cowboy builders in the property?- I have.
0:06:00 > 0:06:02- Would you mind showing me round the problems?- Not at all.
0:06:02 > 0:06:05Come in here, please, Clive.
0:06:05 > 0:06:09- OK. Is this where the problems are? - Quite a few of the problems, yeah.
0:06:09 > 0:06:10It's the laminate flooring.
0:06:10 > 0:06:13- Yep.- No need to say a lot, you can see.
0:06:13 > 0:06:16- It's been really butchered, hasn't it, there?- Yes.
0:06:16 > 0:06:19And butchered that side as well, Clive.
0:06:19 > 0:06:23That's why you've got them long strips of wood instead of beading,
0:06:23 > 0:06:24because there's too much gap.
0:06:24 > 0:06:28- Did they put the skirting on? - That's the second lot of skirting I've had on.
0:06:28 > 0:06:31- First of all, they put the really wide on.- Yep.
0:06:31 > 0:06:35But they made such a mess of it, it had to come off.
0:06:35 > 0:06:40And because of that, they left stain marks all around the walls.
0:06:40 > 0:06:43The skirting must have still been wet when it was put on.
0:06:43 > 0:06:48- Right, OK.- And then down to the floor again, such as here,
0:06:48 > 0:06:52chips all over. Unevenness.
0:06:52 > 0:06:55And this is like a click system? This is a click system you've got?
0:06:55 > 0:06:59- Yes, it's the click.- So it's fairly straightforward to put together.
0:06:59 > 0:07:03You have to be super careful, and you have to be gentle when you're clipping them together.
0:07:03 > 0:07:06I think they've kicked it with their feet or something.
0:07:06 > 0:07:12Jean's tradesman has messed up the floor in the living room, and his trail of damage
0:07:12 > 0:07:15runs right through everything he's touched.
0:07:15 > 0:07:17Here we are. What's the first thing that hits you?
0:07:17 > 0:07:21- What's happened with the cooker? - Exactly.
0:07:21 > 0:07:25It's actually on a slope there, and there's no plate-off, is there?
0:07:25 > 0:07:30That's right. And also, this is the nearest match they could get to that.
0:07:30 > 0:07:34- Hey, that's good(!)- So they blended in.- Were they colour-blind or what?
0:07:34 > 0:07:37That was supposed to match your existing work top?
0:07:37 > 0:07:39You would think so, wouldn't you?
0:07:39 > 0:07:42They must be colour blind, yes, they must.
0:07:42 > 0:07:45The whole thing looks a bit dodgy to me.
0:07:45 > 0:07:48Is this what you requested them to do, to fit it?
0:07:48 > 0:07:50I wanted a free-standing one.
0:07:50 > 0:07:53He said, "No, let me get you a hob and oven.
0:07:53 > 0:07:55"That way it's fitted to the edges
0:07:55 > 0:07:58"and there's no food can get down the sides."
0:07:58 > 0:08:02That's rubbish, because, look, there's a great big gap down the side.
0:08:02 > 0:08:05You're going to get germs down there, food going off.
0:08:05 > 0:08:08- Yeah.- How can he say that?
0:08:08 > 0:08:11To me, I can't see that it's sealed around the perimeter of the hob,
0:08:11 > 0:08:14and it doesn't even look like the hob's fastened down.
0:08:14 > 0:08:17No, it isn't. I have to show you.
0:08:17 > 0:08:20Let me do it, I don't want you... Let's have a look.
0:08:20 > 0:08:24That's rubbish, look at that. That should be sitting on a bed,
0:08:24 > 0:08:27and that should all be sealed around the outside as well.
0:08:27 > 0:08:31There's movement there. Don't forget, you're dealing with electricity too,
0:08:31 > 0:08:35which is dangerous. Is this actually up and working?
0:08:35 > 0:08:38It is working, but I won't use the oven, because I don't know
0:08:38 > 0:08:41- if it's safe enough with that all getting hot.- It's not safe.
0:08:41 > 0:08:45This is an amateurish and dangerous job,
0:08:45 > 0:08:47which Jean has paid top dollar for.
0:08:47 > 0:08:50But it's not only the money which has upset Jean,
0:08:50 > 0:08:52it's her trust, which has been abused.
0:08:52 > 0:08:54'Let's see what we can do to restore her faith
0:08:54 > 0:08:58'and transform this mess into her dream retirement home.'
0:08:58 > 0:09:04So, Jean, what can I do and my team to make you happy?
0:09:04 > 0:09:06Give me my nice home back.
0:09:06 > 0:09:09You know? As I wanted it.
0:09:09 > 0:09:12As happy as I felt the day I came in to view it.
0:09:12 > 0:09:16And how happy I should have been the day I moved in.
0:09:16 > 0:09:18I just want that happiness back.
0:09:18 > 0:09:20If you can do that...
0:09:20 > 0:09:22OK.
0:09:22 > 0:09:25I'll tell you what we'll do.
0:09:25 > 0:09:26We'll rip up this floor.
0:09:26 > 0:09:28Put down a new one.
0:09:28 > 0:09:30Sort out the skirting.
0:09:30 > 0:09:33Sort out the architrave around the door, sort out the door.
0:09:33 > 0:09:36Sort out the cooker.
0:09:36 > 0:09:37My cooker, thank you.
0:09:37 > 0:09:39How's about that? Would that make you happy?
0:09:39 > 0:09:42- Yes, please.- Deal.- Deal.
0:09:42 > 0:09:44I'll see you in a bit.
0:09:44 > 0:09:46OK, love.
0:09:46 > 0:09:49After all the upset caused by these cowboys,
0:09:49 > 0:09:52I can't wait to see Jean smile.
0:09:52 > 0:09:55Jean really needs to get these finishing touches sorted,
0:09:55 > 0:09:58to turn the house she plans to spend the rest of her life in,
0:09:58 > 0:10:01into the dream home she truly deserves.
0:10:01 > 0:10:04So, it's time to bring in the good guys.
0:10:14 > 0:10:17Coming up - an independent building inspector
0:10:17 > 0:10:20gives his verdict on the work done by Jean's cowboy contractor.
0:10:20 > 0:10:23There's very little you can actually do to sort that,
0:10:23 > 0:10:26- other than lifting it and starting again.- Yeah.
0:10:28 > 0:10:30We're off to Weston-super-Mare now,
0:10:30 > 0:10:34where self-employed single mum Alison Buckley lives
0:10:34 > 0:10:37with her two daughters, 19-year-old Kate and six-year-old Daisy.
0:10:37 > 0:10:42She wanted a classic conservatory to soak up all that Somerset sunshine.
0:10:42 > 0:10:46When I bought the house, I could see the potential that we could always have one there.
0:10:46 > 0:10:50In the previous property, we had a conservatory and we made such good use of it.
0:10:50 > 0:10:53Alison didn't have to look far for a builder,
0:10:53 > 0:10:55because she'd recently hired a guy
0:10:55 > 0:10:58to convert her loft to a bedroom and bathroom.
0:10:58 > 0:11:02I didn't seek out any references, I just believed that he was good
0:11:02 > 0:11:05at his job, he'd done a good job previously,
0:11:05 > 0:11:07so I presumed he would do again.
0:11:07 > 0:11:10Alison couldn't wait to enjoy all the extra space,
0:11:10 > 0:11:12so work began in December.
0:11:12 > 0:11:17The new conservatory would be the perfect Christmas present.
0:11:17 > 0:11:19He quoted me £4,000 for cash
0:11:19 > 0:11:25and he did say four to six weeks for it to be, start to finish.
0:11:25 > 0:11:28Finished to a satisfactory conclusion, I think it was agreed.
0:11:28 > 0:11:32He more or less started work that day or the very next day.
0:11:32 > 0:11:34They were probably here for about two weeks,
0:11:34 > 0:11:38because they did dig the footings, they did put in the base
0:11:38 > 0:11:42and they did do the small walls around the edge,
0:11:42 > 0:11:46and then stopped around about Christmas time.
0:11:46 > 0:11:52By the time work stopped, Alison had handed over £3,750
0:11:52 > 0:11:56and all she had to show was a concrete slab, block work
0:11:56 > 0:11:58and a few rows of bricks.
0:11:58 > 0:12:02It's been 18 months since the builder left.
0:12:02 > 0:12:06Financially, it was my little nest-egg, so to speak,
0:12:06 > 0:12:10that I relied on just in case, but... So that's gone,
0:12:10 > 0:12:14and it's just something that's always there.
0:12:14 > 0:12:17It's always eating away at you, the fact that
0:12:17 > 0:12:20not only am I looking at an eyesore and the garden's been disrupted
0:12:20 > 0:12:22and everything else,
0:12:22 > 0:12:25but just to know that, how am I going to get it fixed?
0:12:25 > 0:12:29Where do you turn next? And there's only me who can answer that,
0:12:29 > 0:12:32because there's just me for support here.
0:12:32 > 0:12:37Follow my top tips. Building a conservatory is a specialist job.
0:12:37 > 0:12:41Check your chosen builder is familiar with what's required.
0:12:41 > 0:12:45Even better, get three quotes from specialist firms
0:12:45 > 0:12:47who build conservatories day-in, day-out
0:12:47 > 0:12:50and can advise on all the options available.
0:12:50 > 0:12:53Alison hoped her builder was one of the good guys,
0:12:53 > 0:12:56but sadly, it wasn't to be.
0:12:56 > 0:13:01Alison has forked out a fortune, but got very little in return.
0:13:01 > 0:13:03It's time for me to check out the damage.
0:13:10 > 0:13:11- Hello, Alison?- Hello.
0:13:11 > 0:13:15- Hi, I'm Clive from Cowboy Trap. How are you?- Not too bad, thank you.
0:13:15 > 0:13:16- You?- Not bad at all.
0:13:16 > 0:13:19Now I hear you've had cowboy builders in the property.
0:13:19 > 0:13:22- That's right.- Would you mind showing me the damage?
0:13:22 > 0:13:24- Oh, it'll be a pleasure! Come in.- OK.
0:13:24 > 0:13:25Let's have a look. Thank you.
0:13:25 > 0:13:28'I can't wait to see what Alison got for her money.
0:13:28 > 0:13:30'Oh, dear. Is this it?'
0:13:30 > 0:13:34- So, there we go.- OK.
0:13:34 > 0:13:38- So we've got roughly, what, eight or nine courses of brick there?- Yes.
0:13:38 > 0:13:40I'll take a closer look but I think,
0:13:40 > 0:13:43first of all, the cavity doesn't look wide enough.
0:13:43 > 0:13:46Let's just see what that's like.
0:13:46 > 0:13:48Oh, yeah, that is a way off.
0:13:50 > 0:13:54- Right, there's the odd tie in there, but there's not enough ties.- No.
0:13:54 > 0:13:57So that is a real mess, that's not been attached at all.
0:13:57 > 0:14:00The damp course lining there,
0:14:00 > 0:14:04as you'll see, that's just up against the house, there's no way
0:14:04 > 0:14:07that was ever going to make any contact whatsoever with your
0:14:07 > 0:14:10original building and you can see, he's just used mortar,
0:14:10 > 0:14:14that mortar's disintegrated and it's just a mess.
0:14:14 > 0:14:17But the other problem I have looking at this,
0:14:17 > 0:14:23that cavity doesn't look like it's the minimum 50mm cavity.
0:14:23 > 0:14:26No, that's right. That has been pointed out to me as well,
0:14:26 > 0:14:28and as you walk around,
0:14:28 > 0:14:32somebody's mentioned to me that the gap gets smaller over on that end.
0:14:32 > 0:14:36Oh, I can see that. Yes, it's way too narrow.
0:14:36 > 0:14:39- It is a mess, there's no two ways about it.- Absolutely.
0:14:39 > 0:14:42Of course, there's much more to a conservatory
0:14:42 > 0:14:44than base and brickwork.
0:14:44 > 0:14:47Glazed doors and windows would have been nice.
0:14:47 > 0:14:52I think, I'll wait to see what the surveyor says, but I'd think that
0:14:52 > 0:14:55all of this will have to come down including the outer line.
0:14:55 > 0:14:58- We'll have to just take the whole lot down.- Start again.
0:14:58 > 0:15:02And start again. Down on foundations, again we'll do
0:15:02 > 0:15:06a little inspection hole, just see how far down the footings are.
0:15:06 > 0:15:09- Make sure they're sound, yeah. - Make sure they're sound.
0:15:09 > 0:15:12If that's a taster of the type of work that he carries out,
0:15:12 > 0:15:15I'm not 100% sure he's actually a builder
0:15:15 > 0:15:18- or can be classed as such.- No.
0:15:18 > 0:15:22'Building a conservatory is an expensive project.'
0:15:22 > 0:15:25Alison's been saving up, so she can reclaim her garden,
0:15:25 > 0:15:28but it looks like another summer will come and go
0:15:28 > 0:15:32unless we can step in to provide some help with the framework.
0:15:32 > 0:15:37What could we do in the short space of time we are here,
0:15:37 > 0:15:42what could we do that would make you happy?
0:15:42 > 0:15:46- Is there something we could do? - Just help, basically.
0:15:46 > 0:15:50You've given me a lot of support, mentally anyway.
0:15:50 > 0:15:53To get that conservatory well and truly sorted,
0:15:53 > 0:15:55it would be a huge, huge, huge help.
0:15:55 > 0:15:58'Alison's ordered the new conservatory,'
0:15:58 > 0:16:01and we're bringing in the good guys to help get it erected.
0:16:01 > 0:16:04'But coming up, there's some very bad news about
0:16:04 > 0:16:08'the loft conversion Alison's cowboy builder did complete.
0:16:08 > 0:16:11'He's left the house roof at risk.'
0:16:11 > 0:16:14As it stands, the house is unsaleable.
0:16:14 > 0:16:19It's got such a major defect up there.
0:16:22 > 0:16:26Meanwhile back in Aberdeenshire, we're helping pensioner Jean Tyson.
0:16:26 > 0:16:30Recently divorced, she's coming to terms with setting up home alone.
0:16:30 > 0:16:34There was barely anything to do to her freshly-decorated council house,
0:16:34 > 0:16:36except to fit new laminate flooring and a cooker,
0:16:36 > 0:16:40but the tradesman she hired ruined the new decoration
0:16:40 > 0:16:43and left her kitchen cooker in a dangerous state.
0:16:43 > 0:16:47Before we bring in the good guys to make everything right,
0:16:47 > 0:16:50I want to get the verdict of an independent chartered surveyor.
0:16:50 > 0:16:53You've had a chance to have a look around Jean's property,
0:16:53 > 0:16:56what problems have you found with the work these guys have done?
0:16:56 > 0:17:00First problem is obviously the laminate flooring.
0:17:00 > 0:17:04The flooring's been installed but, obviously, you can see from the entrance door here,
0:17:04 > 0:17:10the gap's far too big, the quality of the workmanship is quite poor.
0:17:10 > 0:17:12The skirtings haven't really been fitted properly.
0:17:12 > 0:17:16Where they've removed the old skirtings they've actually ended up
0:17:16 > 0:17:19tearing the paper, which is not an uncommon problem.
0:17:19 > 0:17:22I think it's a case of having to lift this floor, do you?
0:17:22 > 0:17:26Once you've done this kind of job, there's very little you can do
0:17:26 > 0:17:29to sort that, other than lifting it and starting again.
0:17:29 > 0:17:33Yeah. I think that's what we'll have to do. Any other problems you've seen?
0:17:33 > 0:17:35Do you want to have a look at the kitchen, the cooker?
0:17:35 > 0:17:37OK, let's go and have a look.
0:17:39 > 0:17:43- OK.- Right. The council, when they've left this,
0:17:43 > 0:17:46have obviously left a space for the slide-in cooker.
0:17:46 > 0:17:52And they've tried to fit in a ceramic hob in place.
0:17:52 > 0:17:57So the council have done part of the kitchen but this guy,
0:17:57 > 0:17:59the builder's come in and slotted in the cooker?
0:17:59 > 0:18:02He's slotted in a unit in the space
0:18:02 > 0:18:04to put in the housing for the cooker.
0:18:04 > 0:18:08- Is this secure?- No, no. If you actually pull it, Clive, it'll...
0:18:08 > 0:18:10Oh, dear. Yeah, OK, fair enough.
0:18:10 > 0:18:12It'll land on your toes.
0:18:12 > 0:18:16Now, in terms of the work that you've seen, Colin, at this stage,
0:18:16 > 0:18:20can I get a mark out of ten from you that you'd give for these guys
0:18:20 > 0:18:24- for the work they've carried out? - Two out of ten for effort.
0:18:24 > 0:18:27Two out of ten is a terrible score.
0:18:27 > 0:18:30Now we need to get cracking to right the wrongs.
0:18:30 > 0:18:33Mike is leading our team of good guys today.
0:18:33 > 0:18:39My plan of attack will be, facings off, skirtings off, floor ripped up.
0:18:39 > 0:18:42- New floor laid.- Yep.
0:18:42 > 0:18:46We can probably re-use the majority of skirtings in this instance,
0:18:46 > 0:18:50- because most of them look as if they can still be salvaged.- OK.
0:18:50 > 0:18:52- New facing around the actual doorway.- OK.
0:18:52 > 0:18:58And the kitchen itself has been set up to take a free-standing cooker,
0:18:58 > 0:19:00but what they've put in...
0:19:00 > 0:19:02Is a hob and...
0:19:02 > 0:19:06Is a hob and an oven in a separate carcass
0:19:06 > 0:19:08and they haven't finished the job properly.
0:19:08 > 0:19:12Do you know, I couldn't believe how they'd convinced Jean.
0:19:12 > 0:19:13Jean wanted a free-stander.
0:19:13 > 0:19:17They convinced her to have one of them. I'm glad, Mike, you're in.
0:19:17 > 0:19:19The good guys are here
0:19:19 > 0:19:22and I'm sure it's going to put a smile back on Jean's face.
0:19:22 > 0:19:25What I'm going to do is get out of your face,
0:19:25 > 0:19:29but I'll be back as things progress, find out how you're doing.
0:19:29 > 0:19:31'While Mike and the guys get stuck in,
0:19:31 > 0:19:36'I want to track back and find out how a job Jean was told would take three days
0:19:36 > 0:19:40'ended up taking five weeks, damaged her decoration
0:19:40 > 0:19:42'and left her with a dangerous cooker.'
0:19:42 > 0:19:48The way they were talking, oh, so smooth, you know,
0:19:48 > 0:19:49no hiccups, no nothing.
0:19:49 > 0:19:54And I trusted them right away because this man,
0:19:54 > 0:19:58he had the patter and he kept calling me "hun", short for honey.
0:19:58 > 0:20:02They're gifted at that, these cowboys.
0:20:02 > 0:20:05It's one thing that they really do rehearse.
0:20:05 > 0:20:11The remit was floor, lay the floor that you'd already purchased.
0:20:11 > 0:20:16- Also to do the tiling in the kitchen, tile the floor there.- Yeah.
0:20:16 > 0:20:22And...did you not say they'd got a cooker to fit and a...?
0:20:22 > 0:20:24"Well," he says, "I see you haven't got a cooker."
0:20:24 > 0:20:28I said, "No, I'm going to get a cooker and a fridge freezer."
0:20:28 > 0:20:30He says, "I can get them for you,
0:20:30 > 0:20:33"I can get you them cost price, whatever.
0:20:33 > 0:20:38"It'll be cheaper for you," and I said, "Well, that's fine,
0:20:38 > 0:20:40"it'll save me the trouble."
0:20:40 > 0:20:45And he said, what, there's going to be four days to fit, to do all the fit, did you say?
0:20:45 > 0:20:49Three to four days. He said they would start the next day on the Tuesday,
0:20:49 > 0:20:54but he never started till the Wednesday, but he did say, he sent me an e-mail
0:20:54 > 0:20:58saying, "Your house will be ready to move into Friday.
0:20:58 > 0:21:00"It'll all be done and ready for you to move into,"
0:21:00 > 0:21:02and it wasn't, it all had to come up.
0:21:02 > 0:21:04Did you blame yourself?
0:21:04 > 0:21:06Well, of course.
0:21:06 > 0:21:11It's me. I mean, handing over money, how stupid's that?
0:21:11 > 0:21:16If I didn't hand that money over to him, he wouldn't have come back and done the work.
0:21:16 > 0:21:20I know that now. That was me being stupid and rushing,
0:21:20 > 0:21:23because he was the only one that phoned up that could do it that week.
0:21:23 > 0:21:27Take my top tip to stay out of trouble.
0:21:27 > 0:21:31Don't expect good tradespeople to be able to start your job right away.
0:21:31 > 0:21:36Reputable firms get booked up, so plan your building work ahead.
0:21:36 > 0:21:38Get three quotes and check references.
0:21:38 > 0:21:41Be patient. Putting a bad job right
0:21:41 > 0:21:44will cost much more heartache and money.
0:21:44 > 0:21:48The builder made a real mess of Jean's freshly-decorated home
0:21:48 > 0:21:49and left the cooker unsafe.
0:21:49 > 0:21:55Our team is going to replace all that terrible flooring and the dangerous cooker.
0:21:55 > 0:21:58It's time this cowboy answered some questions.
0:21:58 > 0:22:01What kind of builder would leave a lady living on her own
0:22:01 > 0:22:05with an unfinished job and poor quality workmanship?
0:22:05 > 0:22:07Let's see if we can get those answers.
0:22:08 > 0:22:12If you had an opportunity to speak to your builder today,
0:22:12 > 0:22:15this very day, what would you like to say to him?
0:22:15 > 0:22:21I'd like to ask him if he's got a conscience, what he's done to me.
0:22:21 > 0:22:24Did he start out with the intention of doing this to me?
0:22:24 > 0:22:28Now, there's every possibility that he'll be aware that we're
0:22:28 > 0:22:32trying to get in touch with him so he might not answer the phone.
0:22:32 > 0:22:37If it goes to answerphone, just leave a nice, succinct message.
0:22:42 > 0:22:45- There you go. It's ringing.- Mm-hmm.
0:22:45 > 0:22:47Let's see how we go.
0:22:53 > 0:22:56'Please leave a message after the tone.'
0:22:56 > 0:22:59It's Jean, Jean Tyson from Kemnay.
0:22:59 > 0:23:06I'm wanting some questions answered to put this thing to rest, and
0:23:06 > 0:23:10I wondered please if you could phone me back
0:23:10 > 0:23:13on this number as soon as possible.
0:23:13 > 0:23:17OK. Obviously what he's doing, he's allowing all his calls to
0:23:17 > 0:23:21- go to answerphone just in case, he knows that we're on his case.- Yeah.
0:23:21 > 0:23:25And in fact he knows that we're on his case so much that
0:23:25 > 0:23:30our office have already spoken to him and he's placing the blame
0:23:30 > 0:23:32firmly with A N Other person.
0:23:32 > 0:23:35- All right, the person that carried out the work.- Yeah.
0:23:35 > 0:23:39But if I'm right in saying, he was the guy that did the original quote.
0:23:39 > 0:23:44- Yes.- He was the guy that said I'll make sure everything's fine.- Right.
0:23:44 > 0:23:48- He was the guy that took the money in the first place.- Yes.
0:23:48 > 0:23:53And so therefore it all starts to build that he's the one responsible
0:23:53 > 0:24:01- but the moment that it falls upon his shoulders to actually go, I've got to put things right...- Yeah.
0:24:01 > 0:24:04- He's blaming someone else.- Yeah.
0:24:04 > 0:24:07You know who you are and now we know who you are.
0:24:07 > 0:24:10And by exposing your tricks and techniques,
0:24:10 > 0:24:13we're preventing others from falling into your trap.
0:24:13 > 0:24:17Coming up, I can't wait to see the smile on Jean's face
0:24:17 > 0:24:20when we show her what the good guys can do.
0:24:20 > 0:24:23- Thanks, Clive, it's lovely. - Fantastic, isn't it?
0:24:23 > 0:24:25You see, these are the best bits for me.
0:24:25 > 0:24:27Yeah.
0:24:29 > 0:24:35Meanwhile back in Weston-super-Mare, self-employed single mum Alison Buckley was hoping to bring some
0:24:35 > 0:24:39sunshine into her family's life with a brand new conservatory.
0:24:39 > 0:24:42She'd used the builder before but this time
0:24:42 > 0:24:47all she got was a concrete slab and a few rows of bricks
0:24:47 > 0:24:51before he scarpered with £3,750 of her cash.
0:24:51 > 0:24:56Alison has been saving hard to put this sorry saga behind her, and we're here to help her out,
0:24:56 > 0:25:01but before we get stuck in, I want to hear the verdict of an independent chartered surveyor.
0:25:01 > 0:25:04What have you seen that you really don't like?
0:25:04 > 0:25:11- Well, to start with, this wall isn't properly tied into the main structure.- Yep.
0:25:11 > 0:25:16And there are no cavity ties between the outer and inner skin walls.
0:25:16 > 0:25:19So between the two leaves, there's no cavity ties there at all.
0:25:19 > 0:25:24That's right. And there's, consequently, no stability at all.
0:25:24 > 0:25:29In your opinion, would you say you're better off just taking this whole thing down and starting again?
0:25:29 > 0:25:36- It's got to come down. The cavities round here, anyway, are of inadequate widths.- Yep.
0:25:36 > 0:25:39There's no way you could fit insulation in there.
0:25:39 > 0:25:42- So it needs to come down, full stop. - It needs to come down, full stop.
0:25:42 > 0:25:45The builder Alison hired to do the conservatory
0:25:45 > 0:25:48had previously built her loft conversion a couple of years earlier.
0:25:48 > 0:25:53When he heard this, the inspector went to have a look,
0:25:53 > 0:25:56and now he has some very bad news about the roof.
0:25:56 > 0:25:59They've put a floor...
0:25:59 > 0:26:04just on the already weakened roof trusses.
0:26:04 > 0:26:10I'm sad to say that, in fact, it is so bad
0:26:10 > 0:26:17that it would need completely taking apart and rebuilding from scratch,
0:26:17 > 0:26:22which would mean replacing most of the roof.
0:26:22 > 0:26:25As it stands, the house is unsaleable.
0:26:25 > 0:26:31It's got such a major defect up there.
0:26:31 > 0:26:35That roof could in time collapse
0:26:35 > 0:26:39and it's going to be very expensive to put it right.
0:26:39 > 0:26:44Yes, indeed. Way more than the 4 grand she was quoted to have the job done in the first place.
0:26:44 > 0:26:51- I would think, including VAT, which you would pay with a reputable company...- Of course.
0:26:51 > 0:26:58..you're going to be somewhere between 25,000 and 30,000 to do the job properly.
0:26:58 > 0:27:02Now, for the work you've seen that he's done, I would like from you, William,
0:27:02 > 0:27:05a mark out of ten, if you wouldn't mind.
0:27:05 > 0:27:07That would be very difficult.
0:27:09 > 0:27:12I think I would be going below zero.
0:27:12 > 0:27:17OK, well, you go below zero, that's fine by me. Absolutely fine.
0:27:17 > 0:27:19I would probably go minus nine.
0:27:19 > 0:27:24Minus nine?! That's our lowest ever in this whole series.
0:27:24 > 0:27:27So minus nine, he's just not worthy, is he?
0:27:27 > 0:27:28He's not worthy...
0:27:30 > 0:27:33..to call himself a professional builder.
0:27:33 > 0:27:40They say lightning never strikes twice, but this cowboy has dealt Alison a devastating blow.
0:27:40 > 0:27:45Not only did he abandon the conservatory, he bodged her loft conversion too.
0:27:45 > 0:27:48It looked fine. It was finally finished and I was quite happy with it,
0:27:48 > 0:27:52although he didn't lay the floor, which he did say he would do,
0:27:52 > 0:27:54so I had to get somebody else in to do that
0:27:54 > 0:27:56but in the end, yes, I was happy,
0:27:56 > 0:28:00but this morning, I've had a surveyor who's basically condemned it.
0:28:00 > 0:28:06It's going to cost thousands, between £25,000 and £30,000, they think, to put right,
0:28:06 > 0:28:12and everything that he's done just isn't structurally sensible at all.
0:28:12 > 0:28:17If I were to sell the house, I've been told there's no way I can sell the house
0:28:17 > 0:28:24under those circumstances, so the work at some point... somehow, has got to be done.
0:28:24 > 0:28:30Alison has already committed herself to the new conservatory, and we're here to help get the job done.
0:28:30 > 0:28:33The roof is beyond our reach but with all our advice,
0:28:33 > 0:28:36I know she'll know how to find the good guys in future.
0:28:36 > 0:28:39Gary, it's great to have the good guys on board.
0:28:39 > 0:28:42Alison's gone through a lot of trouble with previous builders.
0:28:42 > 0:28:48What I want to know from you is, what's the plan from hereon in to sort that conservatory out?
0:28:48 > 0:28:51Basically, the base hatch has to come down from day one.
0:28:51 > 0:28:52It's out of square, it's loose,
0:28:52 > 0:28:56nothing's fixed to the walls, so we need our own builders
0:28:56 > 0:28:58to come in, take it down, start again from scratch.
0:28:58 > 0:29:04And from that day, build a new base, conservatory goes back up... as it should be.
0:29:04 > 0:29:07In terms of time, how long do you think that's going to take?
0:29:07 > 0:29:10- I'd imagine you'd need a few guys. - It'll be a group of lads.
0:29:10 > 0:29:13It's going to take, roughly, seven to eight days.
0:29:13 > 0:29:18All right. The only thing I'm going to say to you is get underway, start the job.
0:29:18 > 0:29:22- I can't wait to show Alison what you've done. Great to have you on board.- Thank you very much.
0:29:22 > 0:29:26While Gary and the team get on with erecting the conservatory,
0:29:26 > 0:29:31I want to track back with Alison and find out why she trusted the builder so much,
0:29:31 > 0:29:37- she hired him not once but twice.- My loft conversion was done because we have one bathroom in the property.
0:29:37 > 0:29:42The cheapest option I was given was to go up and have a loft conversion done.
0:29:42 > 0:29:46I asked him how much it was - this was nearly three-and-a-half years ago now -
0:29:46 > 0:29:49and he gave me a price and it seemed very good.
0:29:49 > 0:29:54- What was the price for that, just out of interest? - It was round about £4,000.
0:29:54 > 0:29:56- OK.- Round about £4,000 or £5,000.
0:29:56 > 0:29:59So, for the loft conversion, converting it into a bedroom...
0:29:59 > 0:30:02Bedroom and a bathroom, everything. All done.
0:30:02 > 0:30:06- But one of the main things you wanted doing was a conservatory. - Yes.
0:30:06 > 0:30:12- So you asked him to give you a separate quote for that? - Yes, that was several years later.
0:30:12 > 0:30:18- Which was?- It was going to be £4,000 again, or slightly more.
0:30:18 > 0:30:21He said it'd be a bit cheaper for cash.
0:30:21 > 0:30:23A bit cheaper for cash, OK.
0:30:23 > 0:30:26- Did that send any alarm bells ringing?- Not really.
0:30:26 > 0:30:29- I'm not saying he was a friend, but he became familiar.- Yes.
0:30:29 > 0:30:33You know, he spoke to the children, we knew all about his family,
0:30:33 > 0:30:36all the problems he was personally having, that sort of thing.
0:30:36 > 0:30:39So, no, I just trusted him.
0:30:39 > 0:30:41Did he say how long the job would take to do?
0:30:41 > 0:30:44We agreed a timescale of four to six weeks.
0:30:44 > 0:30:48He did start in the middle of December, so weather conditions may have played a part.
0:30:48 > 0:30:50- With the conservatory?- Yes.
0:30:50 > 0:30:54- In the middle of December? Wow! - That was another reason.
0:30:54 > 0:30:58I thought it was cheaper because there's little work for builders at that time of year.
0:30:58 > 0:31:02But weather-wise, it's not brilliant for bricks and mortar.
0:31:02 > 0:31:05Follow my top tip when you're planning building projects.
0:31:05 > 0:31:08Most good builders won't lay foundations when the ground
0:31:08 > 0:31:12is likely to be frozen and frost and freezing temperatures
0:31:12 > 0:31:14can damage fresh mortar and cement.
0:31:14 > 0:31:18By all means, plan and order your new conservatory
0:31:18 > 0:31:22in the depths of winter, but wait until spring to have it built.
0:31:22 > 0:31:25Alison hoped her builder was coming back when the weather improved.
0:31:25 > 0:31:29But when he didn't, she had to try and get her money back.
0:31:29 > 0:31:33So did you go down and the litigation route completely?
0:31:33 > 0:31:36I applied to the courts
0:31:36 > 0:31:39and they issued the fact that he should pay me back
0:31:39 > 0:31:44the amount I was claiming, which was the £3,750 plus the £100.
0:31:44 > 0:31:48Costs. So obviously you haven't seen any money, at all, back from him?
0:31:48 > 0:31:52No, he hasn't replied to anything the courts have said, so now
0:31:52 > 0:31:56I have gone down the avenue of putting a warrant of execution against him.
0:31:56 > 0:31:59- Yeah, best thing to do.- It basically means the bailiffs come in.
0:31:59 > 0:32:03So I contacted the courts and eventually got hold of the bailiff,
0:32:03 > 0:32:07and learned quite a bit.
0:32:07 > 0:32:14The bailiff did hint that I was quite down on the list of the warrants of execution.
0:32:14 > 0:32:17He's been chasing this guy for a long time and never been able to get hold of him.
0:32:17 > 0:32:21So this guy has been getting away with it for a long, long time.
0:32:21 > 0:32:25It certainly sounds that way. A lot of people say I'm a strong person, I've always tried
0:32:25 > 0:32:29to to be a strong person and fight my corner every time...
0:32:31 > 0:32:33..but yeah, it's soul destroying.
0:32:33 > 0:32:35Alison's lesson has been hard learned.
0:32:35 > 0:32:39Thank goodness our team can help her get back on her feet.
0:32:39 > 0:32:45Coming up, I can't wait to see Alison's reaction when I show her what the good guys can do.
0:32:48 > 0:32:50What can I say?
0:32:53 > 0:32:56Now we're hoping to bring some smiles to Aberdeenshire,
0:32:56 > 0:33:01where Jean Tyson's builder wreaked havoc in her freshly decorated house.
0:33:01 > 0:33:04She hired him to do a relatively simple flooring job
0:33:04 > 0:33:08and supply and fit a new cooker, but he left his mark everywhere.
0:33:08 > 0:33:14Our good guys have already laid new laminate flooring and now Mike is about to make the kitchen safe.
0:33:14 > 0:33:17Hey, tell you what, Mike, good to see you. How are you?
0:33:17 > 0:33:20- Not too bad.- Things have been busy since we've last been here.- It has.
0:33:20 > 0:33:23Can't believe it, all the laminate floor down, any problems?
0:33:23 > 0:33:29No problems, just sorting out all the dirt underneath.
0:33:29 > 0:33:34- The laminate itself, bit of a mess, but...- The old laminate, definitely.
0:33:34 > 0:33:37- The old laminate, yes.- But you've done a great job there, fantastic.
0:33:37 > 0:33:39What's happening in here at the moment?
0:33:39 > 0:33:44In here we're making sure that the free-standing cooker that she was actually wanting is actually
0:33:44 > 0:33:47- going to fit the opening, which it will do.- OK, what's that like?
0:33:47 > 0:33:49I haven't seen the cooker yet.
0:33:49 > 0:33:51- It's on its way.- Great.
0:33:51 > 0:33:53You will see it very shortly.
0:33:53 > 0:33:56I think that's something she's really going to look forward to.
0:33:56 > 0:33:59She didn't like it that way, with a separate oven and hob,
0:33:59 > 0:34:01so having the free-stander going in would be superb.
0:34:01 > 0:34:05I can't wait to show Jean. Cheers, mate, I'll let you carry on.
0:34:05 > 0:34:06- Thank you.- Cheers, mate.
0:34:06 > 0:34:11I'm really glad we're able to make Jean safe and comfortable in her new home.
0:34:11 > 0:34:16Like many older people, she's probably going to need more help in the future with small, simple jobs.
0:34:16 > 0:34:19So, what lessons has she learned?
0:34:19 > 0:34:22Definitely no money up front, not a penny.
0:34:22 > 0:34:27If they're worth their salt they would have done lots of jobs,
0:34:27 > 0:34:30good jobs, got paid for the jobs and they would have the money.
0:34:30 > 0:34:33They wouldn't have to ask for money upfront, that's the first thing I'd do.
0:34:33 > 0:34:40Secondly, I would research more, get more quotes, not be in a hurry to get things done.
0:34:40 > 0:34:44If you want a nice job doing you've got to take time out.
0:34:44 > 0:34:48Its just that I was in such a hurry to get this job and that's why I ended up with him,
0:34:48 > 0:34:51- but I'll never do that again.- Well at least you've learned those lessons.
0:34:51 > 0:34:56- I've learned that one.- And you can apply them the next time you need anybody to come and do work.
0:34:56 > 0:35:03Now then, the good guys have been in and they've a great team, I can't wait to show you what they've done.
0:35:03 > 0:35:10But before I show you exactly what they have done, remind me what the problems were inside the house.
0:35:10 > 0:35:12I'll start with the front room.
0:35:12 > 0:35:16Utter shambles, laminate flooring laid.
0:35:16 > 0:35:21It was up, down, chips everywhere, like they'd been hitting things with hammers.
0:35:21 > 0:35:26The cooker wasn't finished off, there were big gaps between the hob and the oven,
0:35:26 > 0:35:32plus the front of the cooker also got hot as well as the rings.
0:35:32 > 0:35:34- OK, are you ready?- I'm ready.
0:35:34 > 0:35:38- Let's go inside, come on. Are you ready?- Yeah.
0:35:40 > 0:35:42Wow.
0:35:44 > 0:35:45What a transformation.
0:35:45 > 0:35:48- This is beautiful. - What do you reckon?
0:35:48 > 0:35:51I think it's absolutely gorgeous!
0:35:51 > 0:35:54That's what you wanted, wasn't it?
0:35:54 > 0:35:58- Look at all the chrome and... - Looks beautiful, doesn't it?
0:35:58 > 0:35:59It's gorgeous.
0:35:59 > 0:36:03And when you open the oven now it doesn't come falling out like the other one did.
0:36:03 > 0:36:08Yeah, you couldn't have done any better, you couldn't, it's great.
0:36:08 > 0:36:11It's a nice state-of-the-art cooker, with all that chromework.
0:36:11 > 0:36:14I love it. I'm going to cook more now, I don't normally cook
0:36:14 > 0:36:19but I'll be inviting the kids and the grandkids round more often now.
0:36:19 > 0:36:23Come on, mum's new cooker, look at it. That's kind, it's lovely.
0:36:23 > 0:36:25Fantastic, isn't it?
0:36:25 > 0:36:29These are the best bits for me. I'm glad you're chuffed with it, but there's still more to show you.
0:36:29 > 0:36:32This time it's into your lounge.
0:36:32 > 0:36:34Come and have a look.
0:36:34 > 0:36:38Check this out.
0:36:38 > 0:36:40Look at that, how does that look?
0:36:40 > 0:36:42It's gorgeous!
0:36:42 > 0:36:44What a difference.
0:36:46 > 0:36:48- Speechless. - Are you lost lost for words, Jean?
0:36:48 > 0:36:52- I can't believe it!- It's just a nice finish, and the floor, the colour...
0:36:52 > 0:36:57and there's no bits popping up and...
0:36:57 > 0:37:02It just looks great, doesn't it? Nice, lovely, light finish, too.
0:37:02 > 0:37:04Have they done a top job for you?
0:37:04 > 0:37:06- Absolutely brilliant. - Has it made you chuffed?
0:37:06 > 0:37:09100%, really chuffed, really chuffed.
0:37:09 > 0:37:13- I can't tell you how chuffed, because it's just... - Well I'm glad about that.
0:37:13 > 0:37:16Well, it's an end, isn't it, all them troubles and that?
0:37:16 > 0:37:18Brilliant.
0:37:18 > 0:37:21Pleasure. Has it made your day?
0:37:21 > 0:37:22It has, more.
0:37:22 > 0:37:25I've got a beautiful home now, and it's mine.
0:37:25 > 0:37:27The guys have done an amazing job.
0:37:27 > 0:37:34In the kitchen, Jean wanted a new cooker, but her builder left the oven and hob loose and dangerous.
0:37:34 > 0:37:37We've removed the whole sorry mess and fitted a brand-new,
0:37:37 > 0:37:40free-standing cooker - just watch Jean wanted.
0:37:40 > 0:37:43In the living room, the laminate floorboards had been hacked.
0:37:43 > 0:37:48The work was hopeless. We've laid fresh laminate flooring in this lovely, light shade.
0:37:48 > 0:37:53To provide the perfect finish, we've removed and refitted the skirtings.
0:37:53 > 0:37:58It's a beautiful job. Now Jean can finally enjoy her new home.
0:37:58 > 0:38:00You're never too late to laminate.
0:38:00 > 0:38:03- No, thanks, Clive.- It's a pleasure.
0:38:03 > 0:38:06- You're lovely, you know that? - You're not so bad yourself.
0:38:06 > 0:38:07Oh, get out!
0:38:10 > 0:38:16Another happy ending. I hope the good guys can install just as big a smile in Weston-super-Mare.
0:38:16 > 0:38:20We've stepped in to help Alison Buckley get her new conservatory erected
0:38:20 > 0:38:23after a builder burnt her, not once but twice.
0:38:23 > 0:38:28Now she faces a big bill to fix his bodged and abandoned work.
0:38:28 > 0:38:31Phew, what a scorcher! I tell you what, Gary.
0:38:31 > 0:38:36This has come on, absolutely amazing. Well played, brother.
0:38:36 > 0:38:40So, the conservatory is in, walls are up, the whole thing.
0:38:40 > 0:38:43Tell us how you've been doing and what you've been doing.
0:38:43 > 0:38:46We've basically rebuilt the basic area from start to finish.
0:38:46 > 0:38:50The base was done, the conservatory was erected on top,
0:38:50 > 0:38:52a self-cleaning glass roof.
0:38:52 > 0:38:54Self-cleaning glass!
0:38:54 > 0:38:57Brilliant, it's a great little idea that is. The French doors are in.
0:38:57 > 0:39:00- Patio doors there, yeah, they're all done.- Fantastic.
0:39:00 > 0:39:02Just to open it up from the dining room out.
0:39:02 > 0:39:08We've got a radiator, electricity, you have absolutely worked your socks off on this one
0:39:08 > 0:39:11and it looks a real dream. So what is left?
0:39:11 > 0:39:14Just the wood floor to be put down and a trim round the edge.
0:39:14 > 0:39:18I can't wait to show Alison, I reckon she'll be well chuffed with this.
0:39:18 > 0:39:21Alison is still reeling from a fresh discovery -
0:39:21 > 0:39:27that the loft conversion her cowboy built has left the roof unsafe.
0:39:27 > 0:39:33What lessons have you learned from having this experience with the cowboy builder?
0:39:33 > 0:39:35Loads.
0:39:35 > 0:39:38Never, ever pay upfront.
0:39:38 > 0:39:42Always get recommendations from people who have
0:39:42 > 0:39:44actually had work done.
0:39:44 > 0:39:47If you don't know the people who've had work done by that builder,
0:39:47 > 0:39:50ask the builder to give you that information.
0:39:50 > 0:39:56Independently get in touch with those people and really get their
0:39:56 > 0:40:00run-down on it all, how the builder was, how work progressed, everything.
0:40:00 > 0:40:04Even though he was a sort of friend, don't trust them.
0:40:04 > 0:40:08At the end of the day, it's it your hard-earned cash and up
0:40:08 > 0:40:13my hard-earned cash, and if anybody robs you of it, it's wrong.
0:40:13 > 0:40:18Now what's really important is showing you exactly what the good guys have done.
0:40:18 > 0:40:21So, Alison, are you ready?
0:40:21 > 0:40:24Yes. Very ready.
0:40:24 > 0:40:27- Come on.- Come on, then!
0:40:27 > 0:40:31Feast your eyes on this little baby.
0:40:31 > 0:40:32Come on.
0:40:34 > 0:40:37What can I say?
0:40:38 > 0:40:40SHE LAUGHS
0:40:43 > 0:40:47What can I say? I'm...speechless.
0:40:47 > 0:40:49- It's fantastic.- What a difference.
0:40:49 > 0:40:51Absolutely...
0:40:53 > 0:40:56I'm going to get all flustered now!
0:40:56 > 0:40:59It's that good, though, isn't it?
0:40:59 > 0:41:01- Yeah, it's amazing. - That is brilliant.
0:41:01 > 0:41:04Wow. That's all I can say.
0:41:04 > 0:41:10For the first time in my life, and everybody will laugh who knows me, I'm speechless.
0:41:10 > 0:41:14You've got what you wanted, that's the important thing.
0:41:14 > 0:41:19The beauty about this conservatory - I'm going to go into a tiny little bit of detail -
0:41:19 > 0:41:23- the glass you've got in here is a real special glass, it's self-cleaning.- Oh, right.
0:41:23 > 0:41:27You know the aggro you get when you're cleaning the glass?
0:41:27 > 0:41:33The sun actually activates it and the moment it rains it will clean it off, which is just superb.
0:41:33 > 0:41:38It actually flows down, it doesn't leave any water marks at all.
0:41:38 > 0:41:43You've got a slight blue tint, as well, in the glass.
0:41:43 > 0:41:46Which acts like a pair of sunglasses, really.
0:41:46 > 0:41:49Fab, absolutely amazing.
0:41:50 > 0:41:55I'm so glad we've been able to help Alison erect the conservatory she ordered.
0:41:55 > 0:41:58Gone is the eyesore which spoiled her garden.
0:41:58 > 0:42:01Now she has a beautiful new addition to her home.
0:42:01 > 0:42:07The tinted glass will help ensure she can enjoy sitting here, even on the brightest of days.
0:42:07 > 0:42:11And when the rain does come she'll be smiling
0:42:11 > 0:42:16because the high-tech self-cleaning glass will be left gleaming.
0:42:16 > 0:42:19The sliding French doors provide a seamless link with the dining room,
0:42:19 > 0:42:25so Alison's House finally has the extra space she's been longing for.
0:42:25 > 0:42:29- As long as you're happy with our job?- Happy?!
0:42:29 > 0:42:34Happy!? It's fantastic. I just can't thank you enough.
0:42:37 > 0:42:41Well, I think you could say that is one happy family.
0:42:41 > 0:42:43We've turned a disaster into a dream.
0:42:43 > 0:42:48But remember, be very wary of Jack of all trades to do all your jobs,
0:42:48 > 0:42:51and that way you'll avoid falling into the Cowboy Trap.
0:42:56 > 0:42:59Subtitles by Red Bee Media Ltd
0:42:59 > 0:43:02E-mail subtitling@bbc.co.uk