0:00:03 > 0:00:06We're travelling all over Britain,
0:00:06 > 0:00:10exposing some of the worst building bodges you've even seen!
0:00:10 > 0:00:14People out there should know that there are people like him around
0:00:14 > 0:00:17and that he's not capable of anything.
0:00:17 > 0:00:19Up and down the country,
0:00:19 > 0:00:22cowboy builders are ruining people's lives.
0:00:22 > 0:00:25And they could be in a town near you.
0:00:25 > 0:00:28I was absolutely feeling extremely angry and frustrated.
0:00:28 > 0:00:31Getting nowhere. Playing Mr Nice Guy.
0:00:31 > 0:00:36Then I said to the builder, if you don't start conforming, I'll go legal.
0:00:36 > 0:00:37With our team of good guys,
0:00:37 > 0:00:42we'll turn these nightmare building projects into dream dwellings once more.
0:00:42 > 0:00:44Wow!
0:00:44 > 0:00:46- Da-dah!- How fantastic is that?
0:00:46 > 0:00:49Remember, eyes and ears open,
0:00:49 > 0:00:51and take on board all my top tips,
0:00:51 > 0:00:54in the hope that it'll prevent you falling into the Cowboy Trap.
0:01:03 > 0:01:07On today's Cowboy Trap, we're travelling from the south coast
0:01:07 > 0:01:12to the Midlands, to put right more builders' wrongs in two brand-new homes.
0:01:12 > 0:01:17Both our home-owners thought they'd be protected by their builder's guarantees.
0:01:17 > 0:01:21But a West Sussex new build has been nothing but grief for its first owner.
0:01:21 > 0:01:23At one point, there were 89 things outstanding
0:01:23 > 0:01:28from paintwork to gas to tiles, not working correctly in this house.
0:01:28 > 0:01:30And we're in Nottingham
0:01:30 > 0:01:35to discover how one lady's plans to create a dream garden and meditation area
0:01:35 > 0:01:38proved to be a far from calming experience.
0:01:38 > 0:01:40I'm not happy about it.
0:01:40 > 0:01:43I tried to put plants in and flowers to cheer it up,
0:01:43 > 0:01:45but it's still there in your face.
0:01:45 > 0:01:48Every time you come out, you see the wall taken down
0:01:48 > 0:01:51and the weeds everywhere.
0:01:51 > 0:01:54It's not what I wanted.
0:01:55 > 0:01:58First up, we're in the seaside resort of Rustington
0:01:58 > 0:02:00near Worthing on the south coast.
0:02:00 > 0:02:05Richard Stotford wanted a perfect retirement base for him and his cocker spaniel, Oscar.
0:02:05 > 0:02:10He wanted a brand-new property, so when a friend thought she'd found the perfect plot,
0:02:10 > 0:02:15Richard wasted no time travelling down to the coast to take a look.
0:02:15 > 0:02:18We came to look at the site. It was a sunny day. I thought, "OK,
0:02:18 > 0:02:21the house was only a quarter built, but it looked ideal.
0:02:21 > 0:02:25It fitted my budget exactly, what I could afford to spend.
0:02:25 > 0:02:29This house ticked all the boxes on Richard's wish list.
0:02:29 > 0:02:32It even had a ten-year guarantee. He was so excited,
0:02:32 > 0:02:37he made an offer right away, even though it was only a quarter built.
0:02:37 > 0:02:39Several other people were keen to go ahead,
0:02:39 > 0:02:44so I had to be very quick in deciding to buy today or maybe lose it.
0:02:44 > 0:02:46So I agreed to buy on the moment.
0:02:46 > 0:02:50Literally. From seeing the property to actually making the offer
0:02:50 > 0:02:52it took place within an hour.
0:02:52 > 0:02:55As quickly as that. No coming back the following day.
0:02:55 > 0:02:57I said to the agent, "We'll do it now."
0:02:58 > 0:03:03Richard was attracted by the National House Building Council ten-year guarantee
0:03:03 > 0:03:06that covered his new home. The NHBC is an independent body
0:03:06 > 0:03:11which many builders of new and newly-converted homes register their developments with.
0:03:11 > 0:03:15A NHBC warranty is available on 80% of new homes built
0:03:15 > 0:03:19and is attractive to many buyers who are looking for peace of mind
0:03:19 > 0:03:21that their new home will be free from defects
0:03:21 > 0:03:24and fixed by the builder if problems arise.
0:03:26 > 0:03:30I expected the house to be fully operational, all items working,
0:03:30 > 0:03:34planning control been applied for and agreed to
0:03:34 > 0:03:37and all the normal regulations been enforced.
0:03:37 > 0:03:41Richard was really excited by the prospect of his brand-new home.
0:03:41 > 0:03:44Having signed up to buy it on completion,
0:03:44 > 0:03:46he couldn't wait for the builder to finish.
0:03:46 > 0:03:50It was really excited and I was really looking forward to it.
0:03:50 > 0:03:54I was pumped up. This was my new home, living the rest of my life here.
0:03:54 > 0:03:59Model helicopter enthusiast Richard was on cloud nine about the prospect of his new home.
0:03:59 > 0:04:06He paid the full asking price of £300,000 for his three-bedroomed, two-bathroomed detached house.
0:04:06 > 0:04:09And having only seen it in the early stages,
0:04:09 > 0:04:11he couldn't wait for the builder to finish.
0:04:11 > 0:04:15The house went wrong from the day I moved in. Or tried to move in!
0:04:15 > 0:04:18I was even given the wrong keys to get into the property!
0:04:18 > 0:04:20From day one. We had to break in to the house!
0:04:20 > 0:04:24After we'd got in, I then found I couldn't get into the property
0:04:24 > 0:04:27because there was a bag of sand on the driveway.
0:04:27 > 0:04:29It had been left by the builder.
0:04:29 > 0:04:34It was very inconvenient because the furniture lorry couldn't back onto the driveway.
0:04:34 > 0:04:37These were only the start of Richard's problems.
0:04:37 > 0:04:40Gas Safe said the boiler was dangerous.
0:04:40 > 0:04:44The new kitchen turned green with mould due to a water leak.
0:04:44 > 0:04:48There was no permission to lower the kerb to access his drive,
0:04:48 > 0:04:49and the driveway was sinking.
0:04:49 > 0:04:52The number of defects just kept on rising.
0:04:54 > 0:04:59I was absolutely feeling extremely angry and frustrated. Getting nowhere.
0:04:59 > 0:05:03Richard hoped his brand-new home would be stress free.
0:05:03 > 0:05:06But soon after moving in, he suffered a heart attack.
0:05:06 > 0:05:11He's given up battling his developer now, and paid to fix most of the problems himself.
0:05:11 > 0:05:13But irritations remain.
0:05:13 > 0:05:14As you can see,
0:05:14 > 0:05:19we've got a small crack here on the first tile into the bathroom.
0:05:19 > 0:05:22The tile has actually started to cavitate.
0:05:22 > 0:05:25It hasn't actually cracked, but it's caused a fracture.
0:05:25 > 0:05:28It looks unsightly and should never have happened.
0:05:28 > 0:05:30If we look behind the W.C here,
0:05:30 > 0:05:34the tile one side has completely broken,
0:05:34 > 0:05:36showing the exposed floorboards.
0:05:36 > 0:05:40It's been like that since the house was purchased. Totally unacceptable.
0:05:40 > 0:05:45It's time for me to come and see Richard's house of horrors for myself.
0:05:52 > 0:05:53Hello, Richard.
0:05:53 > 0:05:57- Do you mind showing me the problems you have?- Come in.- Thank you.
0:06:01 > 0:06:05Look down here. Can you see that?
0:06:05 > 0:06:07Ooh. That looks a mess.
0:06:07 > 0:06:10- Yes.- I reckon that cut that with a hammer!- Probably!
0:06:10 > 0:06:14That would worry me. That is not a good cut at all.
0:06:14 > 0:06:17- That's what's upsetting me. - Any other problems up here?
0:06:17 > 0:06:21- Not in this room.- But you've got one somewhere else?- Oh, yes.
0:06:21 > 0:06:24- Can you show me that?- Follow me. - Let's have a look.
0:06:25 > 0:06:26OK.
0:06:27 > 0:06:31- Same tile.- Yes, Clive, but look at the damage.
0:06:31 > 0:06:34- The cracks.- I've got to have a look at this.
0:06:34 > 0:06:37I've never seen this before
0:06:37 > 0:06:39or the like of.
0:06:39 > 0:06:41I wonder if they put the tile on dot and dab.
0:06:41 > 0:06:44They should have combed flexible adhesive
0:06:44 > 0:06:48on top of the weatherproof boarding that should be underneath.
0:06:48 > 0:06:53But they may have done dot and dab, which is four corners and one in the middle.
0:06:53 > 0:06:57So when you put pressure on, there's a gap between the bottom of the tile
0:06:57 > 0:07:00and the top of the weatherproof boarding.
0:07:01 > 0:07:04Richard has had loads of problems with his new house.
0:07:04 > 0:07:10Though it was built three years ago, the Building Control Officer has only just issued a certificate
0:07:10 > 0:07:12to say the house meets all the regulations.
0:07:14 > 0:07:16- It was built three years ago? - Correct.
0:07:16 > 0:07:21- Your builder originally didn't get Building Control to sign off the build?- Correct.
0:07:21 > 0:07:25For one specific reason. The house required an air test.
0:07:25 > 0:07:30It's a specialised test that costs between 400 and £600. The builder wouldn't spend that,
0:07:30 > 0:07:33- so he sold the house without it. - I can't believe it.
0:07:33 > 0:07:35- What did the inspector say? - He was amazed.
0:07:35 > 0:07:42With a new build, you have to make sure that building has been signed off by the local building inspector.
0:07:42 > 0:07:46- Correct.- And everything is up to standard.
0:07:46 > 0:07:50- Is that up-to-date now? - Absolutely.- He's signed it off? Nothing else to do?
0:07:50 > 0:07:56- It's all done?- The file is closed as far as the local building control. Three years after the purchase!
0:07:56 > 0:08:01I think that's a very hard lesson. There's mistakes been made along the line.
0:08:01 > 0:08:06Even people working on your behalf should have known that that sign-off paper was there.
0:08:06 > 0:08:07I'm sorry to hear that.
0:08:07 > 0:08:10You can expect snagging in a new property.
0:08:10 > 0:08:15But three years to get Building Control to sign off just isn't on.
0:08:15 > 0:08:19Richard has put right nearly all the defects now, so what can we do to help him?
0:08:19 > 0:08:24What could we do, in a short period of time, to make you happy?
0:08:24 > 0:08:26Replace my bathroom floor.
0:08:26 > 0:08:29- OK. Is that a deal? - Yes, absolutely!- Deal!
0:08:29 > 0:08:31We're bringing in the good guys now
0:08:31 > 0:08:33to take away some of Richard's stress.
0:08:34 > 0:08:38We'll rip up those cracked tiles and investigate the problems
0:08:38 > 0:08:41to make sure there's nothing seriously wrong.
0:08:41 > 0:08:45Coming up: Richard's bathroom is the final fix needed
0:08:45 > 0:08:48in his numerous problems.
0:08:48 > 0:08:52Within the first four months, I'd added up some 89 defects.
0:08:53 > 0:08:57We're off to Nottingham, now, to another new-build.
0:08:57 > 0:09:00Suzette Harris moved here from London five years ago.
0:09:00 > 0:09:03Low maintenance was top of her list.
0:09:03 > 0:09:05She'd moved to Nottingham to be close to family
0:09:05 > 0:09:09because she was having treatment for recently-diagnosed leukaemia.
0:09:09 > 0:09:14She wanted a home she could move straight into with nothing to worry about.
0:09:14 > 0:09:18It was a bit smaller than the house in London that I'd had previously.
0:09:18 > 0:09:20But this new-build, I like new things.
0:09:20 > 0:09:23It was modern and there was lots of space.
0:09:23 > 0:09:27Suzette's new town house stands on a large corner plot
0:09:27 > 0:09:30and all she needed for her freshly-built home
0:09:30 > 0:09:32was a landscaped garden.
0:09:32 > 0:09:36The garden was basically rubble. The front was lawn, turfed.
0:09:36 > 0:09:39Then the back was just rubble.
0:09:39 > 0:09:42I wanted easy maintenance because of my condition.
0:09:42 > 0:09:48Something I could go out to and feel as though I wasn't in the UK. Something Med.
0:09:48 > 0:09:53Something tranquil and something with very little maintenance.
0:09:53 > 0:09:57Suzette moved to Nottingham to be close to her family.
0:09:57 > 0:09:59It was Mum, Joan, who helped find a landscaper
0:09:59 > 0:10:02to get the Mediterranean garden makeover.
0:10:02 > 0:10:05She can't do a lot of gardening because of her problem.
0:10:05 > 0:10:10She wanted something straightforward so she could go into her garden,
0:10:10 > 0:10:13water the plants and just leave it as that. And just rest.
0:10:13 > 0:10:18Suzette has some special talents. She has worked all over the world
0:10:18 > 0:10:22doing holistic therapy, tarot readings and reflexology.
0:10:22 > 0:10:25She also believes she's clairvoyant.
0:10:25 > 0:10:29She wanted her Mediterranean garden to provide a special tranquil space
0:10:29 > 0:10:31for relaxation.
0:10:31 > 0:10:36We sat down and we mapped out a plan of my low-maintenance garden.
0:10:36 > 0:10:38I wanted it very Med and tranquil.
0:10:38 > 0:10:42I wanted an area of meditation where I could do my meditation
0:10:42 > 0:10:44and other things.
0:10:44 > 0:10:46We drew out a plan together.
0:10:46 > 0:10:51It was decking, it was stone gravelling, a centre water feature.
0:10:51 > 0:10:55Steps going up to a secluded area with trellis.
0:10:55 > 0:10:59And mostly stonework and pebbles.
0:10:59 > 0:11:03It's a big garden, so the job would take six to eight weeks.
0:11:03 > 0:11:06The landscaper looked over the plans and asked for a deposit
0:11:06 > 0:11:08to start the job.
0:11:08 > 0:11:14Because I was back and forth having my treatment, he asked me for £500 in the beginning.
0:11:14 > 0:11:20And he was bringing new equipment to the house to use
0:11:20 > 0:11:26which I thought was very unusual for a landscaper to have to buy new products to use.
0:11:26 > 0:11:30If you can hear alarm bells, no matter how faintly,
0:11:30 > 0:11:33follow my top tips to stay out of trouble.
0:11:36 > 0:11:39A good worker will be pleased to show off their previous work.
0:11:39 > 0:11:42Builders do need new tools from time to time,
0:11:42 > 0:11:45but if everything is new, you should satisfy yourself
0:11:45 > 0:11:48they've actually done this type of work before.
0:11:49 > 0:11:52Suzette was preoccupied with her chemotherapy.
0:11:52 > 0:11:56Otherwise, she would have heard the alarm bells ringing more loudly.
0:11:56 > 0:12:02I'd noticed that some things weren't as level as I thought they should be, like the brickwork.
0:12:02 > 0:12:06He said, "No, you have to have it lowered because of the rainfall."
0:12:06 > 0:12:11I left it to him, really, as a builder and a landscaper,
0:12:11 > 0:12:14to do as he should have done.
0:12:14 > 0:12:18When the job was finished, Suzette was still quite poorly.
0:12:18 > 0:12:22She only had a quick look around before handing over the final payment,
0:12:22 > 0:12:27adding up to a total of £5,500 for her landscaped walled garden.
0:12:27 > 0:12:31What she ended up with was unstable walls and fallen fencing.
0:12:31 > 0:12:35This was supposed to be a wall and was supposed to be built up
0:12:35 > 0:12:37with trellis work.
0:12:37 > 0:12:41That was supposed to be a meditation flat area
0:12:41 > 0:12:45but in the first six to months, it's started dropping gradually
0:12:45 > 0:12:47and suddenly it got worse.
0:12:47 > 0:12:50The centre part, which was supposed to be a sundial,
0:12:50 > 0:12:52it's very, very rocky.
0:12:52 > 0:12:57If there were children around, I wouldn't feel safe with them in the garden.
0:12:57 > 0:13:02It's terrible. She hasn't been in the garden because it's not safe.
0:13:02 > 0:13:06She has nieces and nephews and they daren't play outside
0:13:06 > 0:13:09because it's unsafe.
0:13:09 > 0:13:14Suzette's Mediterranean meditation space has caused nothing but stress.
0:13:14 > 0:13:17It's time for me to come and see the damage for myself.
0:13:21 > 0:13:23- Hello!- Hello, are you Suzette? - I am!
0:13:23 > 0:13:27- Can you show me the damage? - Come through.- Thank you.
0:13:27 > 0:13:29If you want to step through here.
0:13:33 > 0:13:36Follow me over here to where the patio is.
0:13:36 > 0:13:38Ooh, that doesn't look good.
0:13:38 > 0:13:44Looking at that, that is just one single four-and-a-half inch wall there
0:13:44 > 0:13:48and it should have a retaining wall and it should have weep holes,
0:13:48 > 0:13:52so that any of the moisture, the rainwater, can wick away.
0:13:52 > 0:13:57- What's wrong with the top, though? - He said it should tilt to let the water fall off it.
0:13:57 > 0:14:04- But it's dropped dramatically. - Adding the slabs on the top adds more weight
0:14:04 > 0:14:06to this single pier. That's a mess.
0:14:06 > 0:14:11This is a big garden, and we can't put right all the wrongs in the time we have.
0:14:11 > 0:14:15So I want to find out what our good guys can do to help Suzette most.
0:14:15 > 0:14:18What could we do to help you in this garden?
0:14:18 > 0:14:21I think an area of tranquillity.
0:14:21 > 0:14:25So that area where your wall's fell down, and that paving area.
0:14:25 > 0:14:31That area of tranquillity would help you immensely, would it?
0:14:31 > 0:14:33- Yes, it would. - We could focus on that.- Yes.
0:14:33 > 0:14:37- How about I say to you that's a deal?- OK.
0:14:38 > 0:14:42This is a big job. We have to lift up those unstable bricks
0:14:42 > 0:14:46and slabs, prepare the ground and start again.
0:14:46 > 0:14:48Time to get the good guys in and get started.
0:14:55 > 0:15:00Coming up, the independent building inspector says this laughable landscaping
0:15:00 > 0:15:04has slashed the value of Suzette's new house.
0:15:04 > 0:15:09This house, if it came on the market, she would have problems selling it in the state it's in.
0:15:11 > 0:15:16Back in West Sussex, we're helping model helicopter enthusiast Richard Stotford.
0:15:16 > 0:15:20He hoped a brand-new house with a guarantee would be trouble-free.
0:15:20 > 0:15:22But now he's reached the end of his tether
0:15:22 > 0:15:25as more and more problems come to light.
0:15:25 > 0:15:31The latest is cracks across the bathroom floor. Our good guys are standing by to help.
0:15:31 > 0:15:32But before they get stuck in,
0:15:32 > 0:15:36I want the independent chartered surveyor to check the cracked tiles
0:15:36 > 0:15:39don't mean serious trouble.
0:15:40 > 0:15:47This is an unusual one in the tiles have these deflection ridges in them.
0:15:47 > 0:15:49What have you made of it?
0:15:49 > 0:15:52Well, there is a fracture to one of the tiles
0:15:52 > 0:15:55but on many of the other tiles, there is a line
0:15:55 > 0:15:59where it appears as if the tile has folded or bent. However,
0:15:59 > 0:16:02ceramic tiles do not fold or bend, they fracture
0:16:02 > 0:16:04if subject to stress.
0:16:04 > 0:16:10So the possibilities in terms of what would cause the fractures and deflection are numerous.
0:16:10 > 0:16:12This building has a timber suspended floor.
0:16:12 > 0:16:16When laying tiles on timber-suspended floors, you have to be careful.
0:16:16 > 0:16:21If there's too much flex in the floor, it will allow the tile to fracture under loading.
0:16:21 > 0:16:24Having bounced on it, it does seem quite rigid
0:16:24 > 0:16:29so I suspect there is some plywood or something underneath it.
0:16:29 > 0:16:33I tested it out, and with me only being nine stone wet through,
0:16:33 > 0:16:36I couldn't feel any movement, strangely enough.
0:16:36 > 0:16:42It's difficult to be conclusive with a diagnosis, without stripping them out and having a closer look.
0:16:42 > 0:16:46Now, you've found another problem in the en-suite,
0:16:46 > 0:16:48the bathroom in there.
0:16:48 > 0:16:50Talk us through that one as we're here.
0:16:54 > 0:16:58Notoriously areas around soil pipes which lead from toilets
0:16:58 > 0:17:04- can be difficult to cut. However, they're not THAT difficult to cut. - No.
0:17:04 > 0:17:07What would you give, mark out of ten-wise,
0:17:07 > 0:17:10for the so-called tiler that's done this work?
0:17:10 > 0:17:14I think the best mark I can give is a pretty lowly five.
0:17:14 > 0:17:20- Five it shall therefore be, young Steve. Thank you, squire. Good to see you again.- Good to see you.
0:17:20 > 0:17:23Five out of ten? What's that all about?
0:17:23 > 0:17:28Cowboy builders and rogue traders should be spending time behind bars.
0:17:28 > 0:17:32We've got the good guys here to help put a smile back on Richard's face.
0:17:32 > 0:17:35He'd hoped a brand-new home would be stress-free.
0:17:35 > 0:17:39Steve is leading our team today. So what's the plan of action?
0:17:39 > 0:17:41We know there's problems under those tiles.
0:17:41 > 0:17:45But what do you intend to do today?
0:17:45 > 0:17:47The plan is to get up there and have a look.
0:17:47 > 0:17:50See if I can see any cracks.
0:17:50 > 0:17:55We've got to take the bathroom out, the toilet out, wash-hand basin.
0:17:55 > 0:17:58Get a plumber in there. Try and sort that out.
0:17:58 > 0:18:01Then chip away at those tiles. See if we can get them up
0:18:01 > 0:18:02and see what the problem is.
0:18:02 > 0:18:06With us, Steve, time is of the essence. How long will it take to do the job?
0:18:06 > 0:18:09Hopefully, it's going to take us a day.
0:18:09 > 0:18:13Depends how quickly we can get the tiles up, lay some ply down,
0:18:13 > 0:18:18- put some Unibond on the ply.- Yeah. - Seal it all up and get on with the tiles.
0:18:18 > 0:18:22- Fantastic.- No problem.- I'll catch up with you later.- OK.- Cheers.
0:18:24 > 0:18:29While Steve and the team get stuck in, chipping away the cracked floor tiles,
0:18:29 > 0:18:34I want to track back with Richard and find out when the problems with his new house started.
0:18:34 > 0:18:38With a new build, it's always good to in-build a small retainer
0:18:38 > 0:18:42that once you're happy with everything,
0:18:42 > 0:18:46- then you pay the last payment. - That didn't apply here, Clive.
0:18:46 > 0:18:49There was no retainer. It was actually a deal today
0:18:49 > 0:18:55based on providing the property with carpets. I said, "How much will you take without the carpets?"
0:18:55 > 0:18:59He said, "We'll take three grand." I said, "You've got a deal."
0:18:59 > 0:19:07When you made that final payment, I would imagine you'd already seen the finished property by then?
0:19:07 > 0:19:12- Yes. Correct.- And you were, on the face of it, marks out of ten?
0:19:12 > 0:19:14It was OK. I could see nothing wrong.
0:19:14 > 0:19:19You couldn't see a thing wrong. So you were chuffed. Here's your new property,
0:19:19 > 0:19:25- nobody's lived in it before. What was the problem?- I moved in. For a few days, all was fine.
0:19:25 > 0:19:30Then I thought, "The driveway doesn't seem right." It didn't look right.
0:19:30 > 0:19:33- Was there a list then of problems that occurred?- Absolutely!
0:19:33 > 0:19:37- Over what period of time? - Within the first four months,
0:19:37 > 0:19:39I'd added up some 89 defects!
0:19:39 > 0:19:44- Get out!- 89, to be precise. - This is what I'm telling you. Anybody with a new-build now,
0:19:45 > 0:19:48there should always be a retainer held back for the snags.
0:19:54 > 0:19:59One recent survey found over 90% of new homes have faults.
0:19:59 > 0:20:00Here's my tip.
0:20:00 > 0:20:03Don't use the developer's recommended solicitor.
0:20:10 > 0:20:13Before you complete your purchase, hire a surveyor
0:20:13 > 0:20:15to draw up a list of existing defects
0:20:15 > 0:20:17so you can negotiate remedial work
0:20:17 > 0:20:20or a reduction in the purchase price.
0:20:21 > 0:20:24Richard didn't have a survey done.
0:20:24 > 0:20:27He didn't think he needed one as his new house was guaranteed.
0:20:27 > 0:20:29He's learned an expensive lesson.
0:20:31 > 0:20:33The lesson I'd tell anybody now is,
0:20:33 > 0:20:38don't take it as a fact that you've bought a new house from the NHBC
0:20:38 > 0:20:40and you've got your warranty,
0:20:40 > 0:20:44- you still need a chartered surveyor to look at it.- I couldn't agree more.
0:20:44 > 0:20:47Pay £300 and get a chartered surveyor to approve it.
0:20:47 > 0:20:54You're doing my job for me! Because you were handing over, in this case, £300,000,
0:20:54 > 0:20:59for an extra miniscule per cent, you could have had a surveyor round
0:20:59 > 0:21:01and he'd have given you the list,
0:21:01 > 0:21:06you give it to the builder and say, "You're not getting the rest of this money until it's sorted."
0:21:06 > 0:21:12- Absolutely.- After the guy from the National House Building Council had done his tour,
0:21:12 > 0:21:17- is this where you got the 89 faults? - Yes. Yes, it is.
0:21:17 > 0:21:20His tour took what, a couple of hours to do?
0:21:20 > 0:21:23Well, he came here about six times!
0:21:23 > 0:21:26- That's incredible. - Every time he came here,
0:21:26 > 0:21:29he asked the builder to be here to represent themselves.
0:21:29 > 0:21:34On one or two occasions they turned up. The other times, they declined to come.
0:21:34 > 0:21:39Did they do any reparation to those 89 faults at all?
0:21:39 > 0:21:42Yeah, they did a bit of work in the kitchen.
0:21:42 > 0:21:46When your National House Building Council representative left,
0:21:46 > 0:21:48what were his last words to you?
0:21:48 > 0:21:53"I go back to my office. A report will be issued. You get a copy, the builder gets a copy,
0:21:53 > 0:21:58"and he's required to comply with our regulations within a 14-day period
0:21:58 > 0:22:00"and carry out the work within 28 days.
0:22:00 > 0:22:03- "That's statutory requirements." - Did he?- No.
0:22:03 > 0:22:06How come? I don't get it. He's flouting that.
0:22:06 > 0:22:11- So did you get any compensation at all?- I got just under £1,000.
0:22:11 > 0:22:15That's only because the developer refused to come and do any work.
0:22:15 > 0:22:21You haven't been in good health. Tell us some of the problems you've been suffering.
0:22:21 > 0:22:25Well, it was ironic or otherwise, and it can't be proved legally,
0:22:25 > 0:22:30but within six weeks of moving in here, and the builder gave me a lot of grief,
0:22:30 > 0:22:34and refusing to carry out the work he'd originally said he would do,
0:22:34 > 0:22:37ie, in the contract, I then suffered a major heart attack.
0:22:37 > 0:22:42£300,000. You can't put a price on your health.
0:22:42 > 0:22:46You can't, because potentially I nearly died.
0:22:46 > 0:22:48And nor would you now spend £300,000,
0:22:48 > 0:22:52£100,000, £50,000, without getting your surveyor in
0:22:52 > 0:22:55to come and check that property if it's a new build.
0:22:55 > 0:22:59Richard's new home has brought him a whole heap of stress.
0:22:59 > 0:23:03I hope our team of good guys can help him get back on his feet.
0:23:03 > 0:23:09But coming up, I'm shocked to discover just how bad his relationship with the developer is.
0:23:09 > 0:23:12At 9.00pm one evening, he knocked on my door
0:23:12 > 0:23:18asked could he chat sensibly. When the door was opened, he forced the door and threw me across the room.
0:23:21 > 0:23:25We're back in Nottingham. Suzette moved here to be close to her family
0:23:25 > 0:23:27when she underwent treatment for leukaemia.
0:23:27 > 0:23:31She, too, had bought a brand-new house, hoping it would be stress-free.
0:23:31 > 0:23:37But when she hired a landscaper to transform her plot from builder's yard to Mediterranean bliss,
0:23:37 > 0:23:40she was left with a garden which is now too dangerous to enjoy.
0:23:40 > 0:23:43Before the good guys put right some of the wrongs,
0:23:43 > 0:23:47I want to get the verdict of an independent chartered surveyor.
0:23:48 > 0:23:53Nick, you've had a chance to have a look around this garden. What has jumped out at you
0:23:53 > 0:23:56immediately that you know is wrong.
0:23:56 > 0:24:01The size of the gravel is too big and it's all lifting up.
0:24:01 > 0:24:03The decking's all wrong.
0:24:03 > 0:24:09They've put all of this in. The walling isn't correct,
0:24:09 > 0:24:11there's no weep-holes, it's sunken,
0:24:11 > 0:24:15it's not properly supported. It's a disgrace.
0:24:15 > 0:24:20To me, these people, they've got no basic building knowledge or anything.
0:24:20 > 0:24:22They're just cowboys, aren't they?
0:24:22 > 0:24:26The difficulty is that they've underpriced the job,
0:24:26 > 0:24:28they haven't got enough skill to do it anyway.
0:24:28 > 0:24:32The whole lot is just bad. And it's diminishing the value of the house.
0:24:32 > 0:24:37This house, if it came on the market, she'd have problems selling it in the state it's in.
0:24:37 > 0:24:42One of the big factors for us is your opinion on the work they've carried out,
0:24:42 > 0:24:46or not carried out, and what your mark out of ten would be.
0:24:48 > 0:24:51I find it very hard to give them any marks at all, really.
0:24:51 > 0:24:55- It has to be zero. - Your mark for these guys is zero.
0:24:55 > 0:24:58- Zero.- OK. Thank you, Nick. - That's OK.- Thank you, sir.
0:24:58 > 0:25:02Zero out of ten? Suzette didn't see that one coming!
0:25:02 > 0:25:03This is a big plot.
0:25:03 > 0:25:07Too big even for our guys to tackle everything.
0:25:07 > 0:25:10Suzette's priority is to create an area of the garden
0:25:10 > 0:25:13where she can find calm and tranquillity.
0:25:13 > 0:25:16So our team is working on the secluded patio area,
0:25:16 > 0:25:20stripping out slabs and bricks and levelling the ground.
0:25:20 > 0:25:24Peter is leading our job here today. So what's the plan?
0:25:25 > 0:25:28The first thing we're going to tackle is the paving.
0:25:28 > 0:25:33If we can lift the paving, then strip back the brickwork on the frontage,
0:25:33 > 0:25:38that'll give us a much, much better idea of whether we have to pick up
0:25:38 > 0:25:42on what's been left, or whether we have to go a step further
0:25:42 > 0:25:44and start again. But I'm hoping
0:25:44 > 0:25:47that we don't find anything too nasty.
0:25:47 > 0:25:49While the team carry on their good work,
0:25:49 > 0:25:54I want to track back with Suzette and find out her plans to create a Mediterranean garden
0:25:54 > 0:25:56went so wrong.
0:25:56 > 0:26:00- What you wanted was some tranquil garden.- Yes.
0:26:00 > 0:26:03- That you could come and relax in and recover in.- Absolutely.
0:26:03 > 0:26:07- So you give the builder the plan. - Yes.- Of what you wanted done.
0:26:07 > 0:26:13- Correct.- And he said first of all, how much it would cost, which was?
0:26:13 > 0:26:155,500.
0:26:15 > 0:26:17How long it would take to do the job.
0:26:17 > 0:26:19About six to eight weeks maximum.
0:26:19 > 0:26:23- Did it take that six to eight weeks? - It took longer.
0:26:23 > 0:26:28- How much longer did it take? - A lot longer. I can't remember the exact amount of time.
0:26:28 > 0:26:31- But longer than six to eight weeks. - Yes.
0:26:31 > 0:26:35- And he'd convinced you that he could do this job?- He could do it.
0:26:35 > 0:26:39And not worry about it. That was a big thing he said in the beginning.
0:26:39 > 0:26:45"Don't worry about anything. Get your treatment done. Think about your health. I'll do the rest."
0:26:45 > 0:26:48If you were in that condition health-wise,
0:26:48 > 0:26:52it's understandable that you were just relying on him
0:26:52 > 0:26:54and all you wanted was this dream garden.
0:26:54 > 0:26:56- Yeah.- As time progressed,
0:26:56 > 0:27:02were there any other major problems you came across that you had to talk to him about?
0:27:02 > 0:27:04Yes, on the levelling of the patio at the back,
0:27:04 > 0:27:07and the steps I thought were too high.
0:27:07 > 0:27:12He said, "No, I'll sort it all out. It'll be OK when you come out again."
0:27:12 > 0:27:15Like I said, I wasn't watching this project throughout.
0:27:15 > 0:27:18It wasn't something I was watching every day.
0:27:18 > 0:27:22There were times I missed him going,
0:27:22 > 0:27:26then he wouldn't show on time and he was becoming unreliable.
0:27:26 > 0:27:29He'd go away for a few days, then come back.
0:27:29 > 0:27:32Then go for a lunch break and not come back all day.
0:27:32 > 0:27:35He was very unpredictable on his attendance.
0:27:35 > 0:27:39- Did he turn up on time for his money?- He only came twice.
0:27:39 > 0:27:42He came the first time for the 500.
0:27:42 > 0:27:45And then the latter part when he finished the job.
0:27:45 > 0:27:47When he took that last payment,
0:27:47 > 0:27:50were you happy with what he'd done?
0:27:50 > 0:27:55When I looked at it as quickly as I did and walked around, yes.
0:27:55 > 0:27:59- How long was it before you realised you had problems? - Four to six months.
0:27:59 > 0:28:02I noticed discrepancies with the tilt.
0:28:02 > 0:28:06The steps were too much for me to get up and down.
0:28:06 > 0:28:10I called him and said, "You gave me a five-year guarantee."
0:28:10 > 0:28:14He said, "No problem. I'll come back on Friday and sort it out."
0:28:14 > 0:28:17Friday came and went. Never showed.
0:28:17 > 0:28:22I kept calling constantly. After that, the wall fell down.
0:28:22 > 0:28:28When he took on the job, Suzette's landscape designer promised his work had a five-year guarantee.
0:28:28 > 0:28:31But when she called him back, he never came.
0:28:31 > 0:28:33Take my tip.
0:28:36 > 0:28:39Use your judgement to assess whether he'll still be around
0:28:39 > 0:28:41to live up to his promise.
0:28:45 > 0:28:47Suzette took him at his word,
0:28:47 > 0:28:51and has been left facing a big bill to put right all her builder's mistakes.
0:28:51 > 0:28:54Suzette's garden has been left in a right old state.
0:28:54 > 0:28:59It's time to call this guy to account and see what he's got to say for himself.
0:28:59 > 0:29:05- When was the last time you had any dialogue with your garden developer? - A year ago.
0:29:05 > 0:29:11Remind me again how much of your money he'd taken from you.
0:29:11 > 0:29:15- 5,500.- Five and a half thousand pounds.
0:29:15 > 0:29:18If you had the chance to speak to him now,
0:29:18 > 0:29:21what would you like to say to him?
0:29:21 > 0:29:27I'd like to say that he took a woman's trust
0:29:27 > 0:29:30and he utilised it to his best ability.
0:29:30 > 0:29:37And that he shouldn't be working as he is and advertising as he is.
0:29:37 > 0:29:39So he can't do it to anybody else.
0:29:39 > 0:29:41I'm going to give you an opportunity now
0:29:41 > 0:29:45to put those questions and more to him. We have a phone number.
0:29:45 > 0:29:48I'll just dial this number in, OK?
0:29:54 > 0:29:55OK.
0:29:56 > 0:29:57We're dialled.
0:30:00 > 0:30:02NUMBER UNOBTAINABLE TONE
0:30:02 > 0:30:05It says, "Number not in use".
0:30:05 > 0:30:08And it won't go to speakerphone.
0:30:08 > 0:30:12Now, that again tells me that there's every possibility
0:30:12 > 0:30:14that this is a pay-as-you-go sim card
0:30:14 > 0:30:17which doesn't mean anything to him
0:30:17 > 0:30:19and they just discard it.
0:30:19 > 0:30:24If they're offering you just a mobile phone, it's always dangerous. Always get a landline.
0:30:24 > 0:30:27And always test that landline number
0:30:27 > 0:30:29to make sure they are who they say they are.
0:30:29 > 0:30:31They're taking your money, remember.
0:30:31 > 0:30:35I've got a message for all you cowboy builders out there.
0:30:35 > 0:30:38You know who you are, and now we know who you are.
0:30:38 > 0:30:41By revealing the tricks you cowboys use,
0:30:41 > 0:30:44we'll stop everyone else from falling into your trap.
0:30:44 > 0:30:48Coming up, I hope Suzette's garden of tranquillity
0:30:48 > 0:30:50will be the garden of her dreams.
0:30:50 > 0:30:51Wow!
0:30:51 > 0:30:54- Da-da!- How fantastic is that?
0:30:56 > 0:30:59We're travelling back down to the south coast.
0:30:59 > 0:31:04Three years ago, Richard Stotford bought a new-build with a 10-year builder guarantee
0:31:04 > 0:31:06which has caused him nothing but stress.
0:31:06 > 0:31:11He found a list of 89 defects and has spent years putting them right.
0:31:11 > 0:31:14The latest of these is a cracked bathroom floor.
0:31:14 > 0:31:19He's wondering how this could happen in a brand-new house.
0:31:19 > 0:31:23Our good guys have been on the case, ripping up tiles and laying a proper base
0:31:23 > 0:31:26to avoid any future tile traumas.
0:31:26 > 0:31:30Steve, what have you found, problems-wise, under the old tiles?
0:31:30 > 0:31:34I had a look and I noticed some cracks on the tiles.
0:31:34 > 0:31:39I noticed they were roughly 600ml apart.
0:31:39 > 0:31:42So I suspected, when we took them up,
0:31:42 > 0:31:47the cracks were under the joints of the chipboard, which they were.
0:31:47 > 0:31:50Where the joints are, that's the weakest point of the floor.
0:31:50 > 0:31:54Any movement is going to be where the joints are.
0:31:54 > 0:31:59So that moving in that area, that's where the tiles were cracking.
0:31:59 > 0:32:03- Tell us how you treated it with that board on top. - This is waterproof board.
0:32:03 > 0:32:07- Also I've Uni-bonded it. PVA, white glue.- Yep.
0:32:07 > 0:32:11That will seal it off. It'll stop the adhesive going off too quickly.
0:32:11 > 0:32:15It's a precaution, really, but we always do it.
0:32:15 > 0:32:17That's really, really important.
0:32:17 > 0:32:21If anybody's doing a job like this, you've got to do it.
0:32:21 > 0:32:23What are we doing from here on in?
0:32:23 > 0:32:27That has to go off first. Then I'll set the tiles out.
0:32:27 > 0:32:29Work out the best way of doing them.
0:32:29 > 0:32:34Try and get some nice even joints round, some even cuts.
0:32:34 > 0:32:37Then we'll mix up some adhesive
0:32:37 > 0:32:39- and start laying them. - Tell you what,
0:32:39 > 0:32:42Richard's had a really tough time of it lately.
0:32:42 > 0:32:45I just want to put a smile back on his face.
0:32:45 > 0:32:49Thanks so much. Keep up the good work. I can't wait to show him what you've done!
0:32:49 > 0:32:51Cheers, Clive.
0:32:51 > 0:32:56While the boys carry on the good work laying down tiles chosen by Richard,
0:32:56 > 0:32:59I want to find out how he's left things with his developer.
0:32:59 > 0:33:02What's your relationship like with the developer?
0:33:02 > 0:33:07We haven't got one! The relationship is unbelievable!
0:33:07 > 0:33:12I gave the developer a lot of grief, verbally on the phone, and through my lawyers.
0:33:12 > 0:33:14I thought that was the end of it.
0:33:14 > 0:33:18At 9.00 one evening, he knocked on my door, asked could he chat sensibly
0:33:18 > 0:33:22and when he got the door opened, he threw me across the room.
0:33:22 > 0:33:26- Unbelievable.- And I said, "You ought to go". He said, "I'm not going."
0:33:26 > 0:33:31So I said I'd get the police and have him taken out of my house. At that point, he left.
0:33:31 > 0:33:36- Did you report that to the police? - That was reported, he was cautioned the following day.
0:33:36 > 0:33:38If he comes near the place, he'll be arrested.
0:33:38 > 0:33:41That's the kind of man we're talking about.
0:33:41 > 0:33:43Did he know your condition?
0:33:43 > 0:33:46Yes, because he'd been written to by my lawyers
0:33:46 > 0:33:50saying, "You've put a man who's touching 60 under a lot of pressure.
0:33:50 > 0:33:55"You know he's not well, and you won't carry out your legal responsibilities."
0:33:55 > 0:33:58You did the right thing by contacting the police.
0:33:58 > 0:34:01Intimidation. This is another thing these cowards do.
0:34:01 > 0:34:05It's total intimidation when the chips are down.
0:34:05 > 0:34:08After Richard's ordeal with his problematic new home,
0:34:08 > 0:34:11I'm hoping he'll be more prudent in the future.
0:34:11 > 0:34:17Richard, with everything you've gone through, with this new-build property,
0:34:17 > 0:34:20if you were to buy another new property,
0:34:20 > 0:34:22what lessons have you learned from this purchase
0:34:22 > 0:34:24to help with another one?
0:34:24 > 0:34:29I'd say to the developer, "I'd like to buy your property, where's the reference?
0:34:29 > 0:34:35"Are they happy with what you've done?" If he says no, I'd say, "I'm not looking at your properties."
0:34:35 > 0:34:40Secondly, I'd actually be on site an hour before exchange of contracts.
0:34:40 > 0:34:44- For what reason?- To make sure what I'm buying really exists.
0:34:44 > 0:34:46With no damage.
0:34:46 > 0:34:47Richard's right.
0:34:51 > 0:34:55Just because it's a new property built to current building regs...
0:34:59 > 0:35:02There's certainly no damage to his bathroom now.
0:35:02 > 0:35:07I can't wait to show Richard what our top team of tilers have been up to!
0:35:07 > 0:35:09Before we take a look at their work,
0:35:09 > 0:35:13what I want you to do is just remind me
0:35:13 > 0:35:16what it was like before we arrived.
0:35:16 > 0:35:17What was that floor like?
0:35:17 > 0:35:22The first tile in off the carpet is cracked in the middle, literally.
0:35:22 > 0:35:24You can put your finger in and find the crack.
0:35:24 > 0:35:28Then a tile adjacent to that
0:35:28 > 0:35:32was about to crack, or trying to crack, four tiles along.
0:35:32 > 0:35:37So, Richard, what are you hoping for in terms of what our good guys have done?
0:35:37 > 0:35:41A job that's far superior to the original job!
0:35:41 > 0:35:43A proper, proper job.
0:35:43 > 0:35:44- Yep.- OK.
0:35:44 > 0:35:46Are you ready to have a look?
0:35:46 > 0:35:50- Go on. Try me.- After you, sir.
0:35:50 > 0:35:54- Richard, check out your brand new floor.- Oh, my God!
0:35:54 > 0:35:58- Oh, my God!- What a difference!
0:35:58 > 0:36:03- Absolutely!- Somebody chose a very nice floor tile. Who was that?
0:36:03 > 0:36:05Who do you think?
0:36:05 > 0:36:08You! I think it was a great choice! It is so much better!
0:36:08 > 0:36:10- Yep, absolutely.- To be fair,
0:36:10 > 0:36:14this is really fresh. But you'll notice there,
0:36:14 > 0:36:16some of the grout is already going off
0:36:16 > 0:36:19and you'll see it drying off and it'll blend in.
0:36:19 > 0:36:21- Beautiful.- Very nice.
0:36:21 > 0:36:24The cracked and dented tiles have been ripped up.
0:36:24 > 0:36:28And the chipboard has been strengthened with weatherproof boarding
0:36:28 > 0:36:31to help prevent more movement and cracking.
0:36:31 > 0:36:35Richard's chosen aquamarine tiles have created a calming bathroom
0:36:35 > 0:36:37to be enjoyed once more.
0:36:38 > 0:36:42- Are you happy?- Absolutely! Can we do the rest of the house?
0:36:42 > 0:36:45Come back next week and start again!
0:36:47 > 0:36:52In Nottinghamshire, Suzette Harris's dreams of a relaxing oasis
0:36:52 > 0:36:55to help her recuperate after chemo were left shattered
0:36:55 > 0:36:58when rogue builders ravaged her garden.
0:36:58 > 0:37:01Now our team of top builders are digging in!
0:37:01 > 0:37:06I've got to say here, Peter, you have done an absolutely stunning job.
0:37:06 > 0:37:08How long have you got left?
0:37:08 > 0:37:11We have a few bits and pieces to finish off.
0:37:11 > 0:37:16Some panelling to fix in and some planting to distribute on the site
0:37:16 > 0:37:17and that's it, really.
0:37:17 > 0:37:22Talking of the plantage, I love it. Loads of structure, good architecture.
0:37:22 > 0:37:24It looks fantastic.
0:37:24 > 0:37:30But also this is a nice little haven for her to come and enjoy.
0:37:30 > 0:37:34We worked from, having spoken to her, we worked on the original brief
0:37:34 > 0:37:40in that she wanted somewhere she could come and hide away, if you like,
0:37:40 > 0:37:42not be overlooked,
0:37:42 > 0:37:45perhaps a bit of meditation or just chilling out.
0:37:45 > 0:37:49That's what we've tried to create.
0:37:49 > 0:37:52We've concentrated on the steps in particular.
0:37:52 > 0:37:55I know Mrs Harris spends a lot of time with her mother.
0:37:55 > 0:37:59Her mother's never been able to utilise this part of the garden.
0:37:59 > 0:38:04So we hope they'll both get quite a bit of enjoyment out of it.
0:38:04 > 0:38:08I think they're going to love it. I can't wait for you to finish
0:38:08 > 0:38:10and show her what you've done.
0:38:10 > 0:38:15While the guys step up the work, I want to find out how this stressful situation
0:38:15 > 0:38:17has affected Suzette.
0:38:17 > 0:38:22How frustrating was it when things started to go wrong with this garden?
0:38:22 > 0:38:25I was very depressed.
0:38:25 > 0:38:30- Take me through those dark days. - I was very depressed anyway, with going through the chemo.
0:38:30 > 0:38:34You know, the actual treatment in itself.
0:38:34 > 0:38:37And moving here from London
0:38:37 > 0:38:42and moving away from friends and being here on my own
0:38:42 > 0:38:44it was very depressing anyway.
0:38:44 > 0:38:47Then coming back to see it all like it was,
0:38:47 > 0:38:49it just made things like ten-fold.
0:38:50 > 0:38:54- How did you feel yourself? - I was distraught, crying, tearful.
0:38:54 > 0:38:58I became agoraphobic, didn't want to go out of my house.
0:38:58 > 0:39:02I had to go through the GP a lot. I was very depressed.
0:39:02 > 0:39:04- You can't put a price on that, you know.- No.
0:39:07 > 0:39:10- You can put a price on wrecking your garden.- Yes.
0:39:10 > 0:39:13- But the emotional... - ..aspect, you can't.- No.
0:39:13 > 0:39:17What is your opinion of your landscaper now?
0:39:17 > 0:39:21I think that people should know that there are people like him around
0:39:21 > 0:39:24and that he's not capable of doing anything.
0:39:24 > 0:39:28With my clairvoyancy, I believe what goes around, comes around.
0:39:30 > 0:39:34Let's hope so. Let's hope that is the right karma.
0:39:34 > 0:39:38The strain of the past five years has taken its toll on Suzette.
0:39:38 > 0:39:43But I want to make sure she's now armed and ready for any other potential cowboys.
0:39:43 > 0:39:48What do you think you've learned from having those guys here
0:39:48 > 0:39:53that you could take forward to when you employ another tradesperson?
0:39:53 > 0:39:58I'll check the qualifications, phone the house number, make sure it's valid. Check addresses.
0:39:58 > 0:40:01- Full contract agreement. - Full contract agreement, yep.
0:40:01 > 0:40:04- No money up-front. - No money up-front.
0:40:04 > 0:40:07Don't hand over that final payment until you are 100% happy.
0:40:07 > 0:40:11- Absolutely. Until you've bounced on the product!- Yes! Exactly!
0:40:11 > 0:40:12I'm loving that!
0:40:12 > 0:40:15The wait is almost over for Suzette.
0:40:15 > 0:40:19The good guys are done transforming this unsightly, unstable mess
0:40:19 > 0:40:21into an area of meditation.
0:40:21 > 0:40:25Remind me what it was like before we arrived.
0:40:25 > 0:40:27A building rubble site.
0:40:27 > 0:40:29Simple as that.
0:40:29 > 0:40:34Now, are you excited about seeing what our good guys have done?
0:40:34 > 0:40:37- Really am.- Great. OK. Are you ready?- Yes.
0:40:37 > 0:40:39All right. Let's go.
0:40:40 > 0:40:42Look, first of all, at the outside.
0:40:42 > 0:40:43Wow!
0:40:44 > 0:40:46What do you see?
0:40:46 > 0:40:51A fantastic mirage! I feel like I'm back in the oasis somewhere!
0:40:51 > 0:40:53Looks great, doesn't it?
0:40:53 > 0:40:58- You've got a wonderful set of steps. Great for Mum, too.- Brilliant.
0:40:58 > 0:41:01- She'll love that.- Hidden behind those wonderful screens,
0:41:01 > 0:41:03is something else.
0:41:03 > 0:41:05- Let's take a look.- That's fantastic.
0:41:05 > 0:41:09- You can walk up the steps! - Yes, I can! They're not wobbly!
0:41:09 > 0:41:11The wall's looking good.
0:41:11 > 0:41:13- Follow me.- Yes.
0:41:15 > 0:41:17Wow!
0:41:17 > 0:41:19- Da-da!- How fantastic is that!
0:41:20 > 0:41:23Yes, I can sit out here
0:41:23 > 0:41:25and meditate!
0:41:25 > 0:41:28- It looks the business! - Absolutely! It's wonderful!
0:41:28 > 0:41:31What do you notice that's so different?
0:41:31 > 0:41:33Everything! Everything's different!
0:41:33 > 0:41:36- The whole garden's beautiful. - The structure of it.
0:41:36 > 0:41:38It's sound, it's solid!
0:41:38 > 0:41:42Everything's done the way I wanted it.
0:41:42 > 0:41:44I'm loving the structure as well.
0:41:44 > 0:41:48- The planting here is so architectural, it looks fantastic. - It does.
0:41:48 > 0:41:51Wonderful shapes, colours, everything.
0:41:51 > 0:41:54Thanks to our good guys, it's an end to the building site.
0:41:54 > 0:41:56With the unstable walls, the fallen fencing
0:41:56 > 0:41:58and the sunken patio.
0:41:58 > 0:42:01Suzette can now enter her garden of tranquillity
0:42:01 > 0:42:05with easy-to-access steps up to a safely-secured screened-off area,
0:42:05 > 0:42:08giving her the peace and quiet she needs.
0:42:08 > 0:42:10Come and have a sit down right here.
0:42:10 > 0:42:13- Take a seat.- Absolutely beautiful.
0:42:13 > 0:42:17Sit down and enjoy this wonderful tranquil place.
0:42:17 > 0:42:22- Look at that for a sun trap! - That's right on my face.- Fantastic.
0:42:22 > 0:42:24Wonderful!
0:42:24 > 0:42:25Happy? Scale of one to ten?
0:42:25 > 0:42:28A hundred!
0:42:28 > 0:42:32- That's what we want!- Thank you so much! Give you a big hug!
0:42:32 > 0:42:37We've certainly given Suzette that tranquil space she'd longed for.
0:42:37 > 0:42:40Remember, don't hand over that final payment
0:42:40 > 0:42:44until you're 100% happy with the work that's been carried out.
0:42:44 > 0:42:47That way, you won't end up falling in the cowboy trap!
0:43:14 > 0:43:17Subtitles by Red Bee Media Ltd