0:00:03 > 0:00:07Across the country, cowboy builders are causing chaos.
0:00:07 > 0:00:14We asked for B energy-rated windows, but as far as we're aware, they're probably about a D.
0:00:14 > 0:00:17And they could be coming to a town near you.
0:00:17 > 0:00:21What I thought would be a nice retirement place
0:00:21 > 0:00:25for me to be in has turned out to be hell.
0:00:25 > 0:00:29We've got top tradespeople on board to rectify the wrongs
0:00:29 > 0:00:33- and turn people's stresses and strains into smiles.- Oh, wow.
0:00:33 > 0:00:35- Fantastic.- Lovely!
0:00:35 > 0:00:39So stick with me, take on board all my hints and tips,
0:00:39 > 0:00:42and I'll help prevent you from falling into the Cowboy Trap.
0:00:51 > 0:00:53Today, we're in Essex, where two sets of homeowners
0:00:53 > 0:00:57were left exposed to the elements when they fell into the Cowboy Trap.
0:00:57 > 0:01:05Marcus wanted a loft conversion, but he was left with a gaping hole in his roof.
0:01:05 > 0:01:08I was sitting in here in jumpers,
0:01:08 > 0:01:12woollies, sitting in my own lounge freezing cold, couldn't get warm!
0:01:12 > 0:01:17And we'll be meeting first-time buyers Caroline and Sean,
0:01:17 > 0:01:21who hope to upgrade their new home with smart, period-style double glazing.
0:01:21 > 0:01:25They picked the best, but ended up with cheap copies.
0:01:25 > 0:01:28They are a cheaper version of what we actually asked for.
0:01:28 > 0:01:31They're not the energy rating that we wanted.
0:01:31 > 0:01:34And they're not FENSA registered.
0:01:34 > 0:01:37And we just obviously feel misled,
0:01:37 > 0:01:40because they aren't the exact
0:01:40 > 0:01:42window that we asked for.
0:01:45 > 0:01:49First up, we're in Waltham Abbey with French-born Marcus Elkeslassy.
0:01:49 > 0:01:53He's divorced and lives alone with miniature Yorkshire terrier Macy.
0:01:53 > 0:01:58Marcus has eight brothers and sisters dotted around the world and two grown-up kids of his own,
0:01:58 > 0:02:05so he dreamt of a loft conversion with an extra bedroom and bathroom so the family can come and visit.
0:02:05 > 0:02:11I have a very large family, and if somebody wants to come up here, I have nowhere
0:02:11 > 0:02:15to put them up. So I
0:02:15 > 0:02:18opted for a loft conversion.
0:02:18 > 0:02:23That way, I can put them in the guest room and I can have my own bedroom upstairs.
0:02:23 > 0:02:28Marcus searched around for a builder and sensibly got a few quotes.
0:02:28 > 0:02:31He knew the work would be disruptive, so he picked the builder
0:02:31 > 0:02:36who said he could complete the job in the fewest number of weeks.
0:02:36 > 0:02:38I just thought,
0:02:38 > 0:02:40"This is a professional guy.
0:02:40 > 0:02:42"He knows what he is doing.
0:02:42 > 0:02:48"He's told me that they will do the job five weeks from start to finish."
0:02:49 > 0:02:55Marcus decided to move into rented accommodation while all the messy work took place.
0:02:55 > 0:02:59I actually rented a place for five months
0:02:59 > 0:03:04and put all my stuff in storage for five months.
0:03:04 > 0:03:08But the weeks dragged by, and the builders still hadn't started.
0:03:08 > 0:03:12Marcus couldn't afford to pay rent any longer.
0:03:12 > 0:03:16He moved back in just as the builder finally got started.
0:03:16 > 0:03:21I couldn't afford having the rent and paying for the mortgage,
0:03:21 > 0:03:23so I moved in,
0:03:23 > 0:03:29and I had to actually endure everything that I was trying to avoid in the first place.
0:03:29 > 0:03:37Marcus's daughter Danielle checked out the builders, and everything seemed fine, until work began.
0:03:37 > 0:03:40Checked out the company who he'd booked,
0:03:40 > 0:03:43and they seemed very reputable.
0:03:43 > 0:03:45They had a fantastic website,
0:03:45 > 0:03:50they had Smart cars with all their logos on it, so it seemed legitimate.
0:03:50 > 0:03:55And then, when they did start, they seemed to go at an alarmingly quick rate.
0:03:55 > 0:03:58They probably fitted in
0:03:58 > 0:04:02five weeks of work into two weeks.
0:04:02 > 0:04:06But then everything came to a standstill.
0:04:06 > 0:04:10Full stop. About two and a half weeks later,
0:04:10 > 0:04:12the scaffolding was gone.
0:04:12 > 0:04:15And I thought, "Something is wrong."
0:04:15 > 0:04:18Tried to make contact, tried to quibble it.
0:04:18 > 0:04:22He wasn't responding. And then eventually,
0:04:22 > 0:04:28he would send a man about one afternoon a week.
0:04:28 > 0:04:31You know, they'd come and spend a couple of hours
0:04:31 > 0:04:36to keep me sweet, basically, saying, "I'm still around".
0:04:36 > 0:04:40I could see it was going wrong from the very beginning, but he had
0:04:40 > 0:04:43faith in this company, and that was the most heartbreaking thing.
0:04:43 > 0:04:47The quote to complete the loft conversion was almost 25 grand.
0:04:47 > 0:04:54Marcus paid a 10% deposit and then, because he trusted his builder, he handed over almost
0:04:54 > 0:05:00the full amount, £21,500, even though the work was far from complete.
0:05:00 > 0:05:04Marcus is such a proud man, and he hired his builders in good faith.
0:05:04 > 0:05:07And it really winds me up when these guys take advantage
0:05:07 > 0:05:11of someone with a kind nature and in such a callous way.
0:05:11 > 0:05:16Marcus's mistake was handing over the money before the job was done.
0:05:16 > 0:05:20Take my tip, make sure the contract with your builder outlines staged payments,
0:05:20 > 0:05:25payable only after each stage of the job is complete.
0:05:25 > 0:05:28Once this rogue builder had got his hands on the money,
0:05:28 > 0:05:32there was no incentive for him to come back and finish the job.
0:05:32 > 0:05:35Marcus was left with a half-wrecked home and a gaping hole in the roof
0:05:35 > 0:05:40where there should have been dormer doors and windows.
0:05:40 > 0:05:48I was left all throughout that period with a hole in the ceiling, with no windows
0:05:48 > 0:05:53in the worst winter this country has known for a long time.
0:05:57 > 0:06:00And I was shivering in here.
0:06:00 > 0:06:05I had the central heating on, I had heater blowers, but everything was going straight through the roof.
0:06:05 > 0:06:11It wasn't just the cold that cut right through Marcus last winter.
0:06:11 > 0:06:14I was so distressed. You know?
0:06:14 > 0:06:18I've never been so distressed, so angry in my life. You know?
0:06:18 > 0:06:25About being let down and being conned, basically.
0:06:25 > 0:06:31When I found out how much he'd paid and how little work had actually been done, I was horrified.
0:06:31 > 0:06:36And he still had faith that these builders were going to come through, because they kept him
0:06:36 > 0:06:40waiting and waiting and waiting, but then they'd kind of give him a little bit of hope.
0:06:40 > 0:06:43And then that would just kind of keep him going.
0:06:43 > 0:06:46And it was just heartbreaking to watch, absolutely heartbreaking.
0:06:47 > 0:06:51It's time for me to come and have a look at the damage.
0:06:57 > 0:07:00- You must be Marcus.- I am.- Can you show me the damage they've done?
0:07:00 > 0:07:02- Please, come in.- Thank you, sir.
0:07:07 > 0:07:11It looks a bit of a mess, that's for sure. Is this how it was left?
0:07:11 > 0:07:13- Yeah, absolutely. - You've done no other remedial works?
0:07:13 > 0:07:17No, exactly as it was. Yeah.
0:07:17 > 0:07:22- How long's that been in the state it's in, with no door and no window? - Since October.
0:07:22 > 0:07:24Through the winter and the snow?!
0:07:24 > 0:07:28Through the worst winter we ever had, I think, in this country, yeah.
0:07:28 > 0:07:30- Right.- And draughts, chill.
0:07:30 > 0:07:35- I was sitting in my blankets.- Wow!
0:07:35 > 0:07:40And you think about the damage that could have been caused by the wet, the snow
0:07:40 > 0:07:43and everything else breaching inside what is just a bit of...
0:07:43 > 0:07:45It's less than tarpaulin, isn't it?
0:07:45 > 0:07:47It's just a bit of plastic sheeting.
0:07:47 > 0:07:50- Yeah. - I noticed as well there's no steel.
0:07:50 > 0:07:55No. In the initial plan, there was supposed to be a ridge beam
0:07:55 > 0:08:01up there, but the builders have taken it on themselves to do away with it.
0:08:01 > 0:08:04So I had to have another
0:08:04 > 0:08:08structural engineer's plan made up.
0:08:08 > 0:08:11So they ignored your original plan?
0:08:11 > 0:08:14- Absolutely.- Did they say why they weren't putting it in?
0:08:14 > 0:08:16No, no explanation, no nothing.
0:08:16 > 0:08:21They just... I didn't know there was steel missing there until the building inspector mentioned it.
0:08:21 > 0:08:27Marcus has been told that the main structure is now safe, but he has no money left to finish the work.
0:08:27 > 0:08:31He can't even afford to make his home weatherproof and warm.
0:08:33 > 0:08:37What could we do that would help you at this stage
0:08:37 > 0:08:39in the short space of time that we've got?
0:08:39 > 0:08:44The main priority would be actually to seal any draughts, any windows.
0:08:44 > 0:08:46Have you got a plan for outside?
0:08:46 > 0:08:48There's supposed to be a Juliet balcony
0:08:48 > 0:08:52- with French windows.- French doors, Juliet balcony. Sounds quite nice.
0:08:52 > 0:08:55- Yeah!- As long as you don't get these guys to do it, that's for sure!
0:08:55 > 0:09:01Marcus has got a long haul ahead of him to get this messed-up loft sorted out.
0:09:01 > 0:09:07We can't do it all, but we can at least guarantee he doesn't spend another winter shivering.
0:09:07 > 0:09:10With no window or door installed in the loft,
0:09:10 > 0:09:18it left his entire property exposed to the elements during a very cold winter, and that is no way to live.
0:09:18 > 0:09:21Now, I know just the boys to put this right.
0:09:29 > 0:09:34Coming up, an independent chartered surveyor has some very bad news
0:09:34 > 0:09:38about what lies at the top of Marcus's stairway to hell.
0:09:38 > 0:09:45If you have a fire next door, this building's made of timber, it will go up like a bomb!
0:09:45 > 0:09:49Now we're heading across Essex to Chelmsford.
0:09:49 > 0:09:54Young couple Caroline Palmer and Sean Marten desperately needed new windows for their first home.
0:09:54 > 0:10:01Caroline is a design consultant and Sean a town planner, so for them, researching exactly the right kind
0:10:01 > 0:10:05of windows which would be sympathetic to their period property was a top priority.
0:10:05 > 0:10:08We were looking for a property
0:10:08 > 0:10:10with lots of character,
0:10:10 > 0:10:13and this one just sort of jumped out at us.
0:10:13 > 0:10:17It was part of our mortgage obligation to replace the windows,
0:10:17 > 0:10:18cos they were all poor quality
0:10:18 > 0:10:21and there was no ventilation in the front room.
0:10:21 > 0:10:25Because of the style of the house, we wanted to have sash windows
0:10:25 > 0:10:29to the front and then mock sash windows to the rear.
0:10:29 > 0:10:33Caroline and Sean started research and then invited a number
0:10:33 > 0:10:36of double-glazing companies to come and quote.
0:10:36 > 0:10:40But they didn't like the hard-sell sales talk.
0:10:40 > 0:10:46One company in particular made us feel quite uncomfortable in our own home.
0:10:46 > 0:10:48It was just the way he spoke to us.
0:10:48 > 0:10:54He was very rude, and to be honest, by the time that he left,
0:10:54 > 0:10:58we'd decided that we didn't want anybody else to come into our home.
0:10:59 > 0:11:04So Caroline and Sean turned to the internet to find a company who could
0:11:04 > 0:11:08supply and fit the period-style sash windows they wanted.
0:11:08 > 0:11:13The reason we decided to go with this particular company was because
0:11:13 > 0:11:18they said that you cut out the middle man and, through doing that, we would
0:11:18 > 0:11:25then be getting a better quality of window for the same price that we were quoted with other companies.
0:11:25 > 0:11:30Caroline and Sean handed over 25% deposit before work began,
0:11:30 > 0:11:34and then, unbelievably, things started to go wrong on day one.
0:11:34 > 0:11:40I noticed that the two rear windows upstairs were not the style
0:11:40 > 0:11:44that we had actually thought
0:11:44 > 0:11:46we were going to get.
0:11:46 > 0:11:49So I brought it up with them,
0:11:49 > 0:11:53and it was eventually agreed that it was THEIR fault.
0:11:54 > 0:11:59The company said they would get new windows made and come back and replace them.
0:11:59 > 0:12:03But that wasn't the end of Caroline and Sean's window woes.
0:12:03 > 0:12:08When I came home, I'd never seen anything like it, the damage that he'd caused
0:12:08 > 0:12:12and the poor workmanship that he'd carried out on the property, and I immediately rang my brother
0:12:12 > 0:12:16and I said, "Can you have a look at this?", because my brother's a building surveyor.
0:12:16 > 0:12:21And he came round and he was shocked about the appalling work that he'd carried out.
0:12:21 > 0:12:26And then, when I spoke to him, the fitter, he said to me, "I've finished, Mr Marten".
0:12:26 > 0:12:30I said, "You haven't finished. You've left it in an appalling state."
0:12:30 > 0:12:33They had caused a little bit of damage to the brickwork, so therefore,
0:12:33 > 0:12:36instead of filling it in with, say,
0:12:36 > 0:12:41sand and cement, they had used the silicone that you would seal the windows with.
0:12:41 > 0:12:46So we've now in some areas got chunks about that size of silicone.
0:12:46 > 0:12:50So when he was fitting this sash window,
0:12:50 > 0:12:53when we spoke to him he said that this window was complete.
0:12:53 > 0:12:59Now, as you can see, he's chipped away at the stonework, and he thought that that was finished.
0:12:59 > 0:13:05Now, that, in my eyes, isn't a finished piece of work.
0:13:05 > 0:13:09Sean sent the company photographic evidence of the botched job,
0:13:09 > 0:13:13but they demanded full payment before they would rectify any mistakes.
0:13:15 > 0:13:20He said, "Before any more further work's done, I want you to pay
0:13:20 > 0:13:23"everything that's remaining on the fitting,"
0:13:23 > 0:13:26bar the two windows upstairs that we weren't happy with.
0:13:26 > 0:13:29So we did, because we didn't think he'd come back unless we paid him.
0:13:29 > 0:13:36It wasn't only the quality of work, it was the window units themselves that now alarmed Caroline and Sean.
0:13:36 > 0:13:39They believed they'd bought a top-quality brand,
0:13:39 > 0:13:43but realised they'd actually been sold a cheap and nasty imitation.
0:13:43 > 0:13:49Sean asked the manufacturer of the top-quality windows to come and have a look at his.
0:13:49 > 0:13:53They came round, they assessed the windows and told us they definitely weren't theirs.
0:13:53 > 0:13:56They led us to believe they were FENSA registered.
0:13:56 > 0:14:00They showed the logo on their website, which obviously gave us
0:14:00 > 0:14:03faith in the company when you're looking online.
0:14:03 > 0:14:07But nobody in the company's FENSA registered, so our windows aren't.
0:14:07 > 0:14:09To meet building regulations...
0:14:13 > 0:14:15Most contractors belong to FENSA.
0:14:15 > 0:14:18Replacement windows come with a certificate...
0:14:27 > 0:14:31Toughened glass must be fitted where human impact can occur.
0:14:31 > 0:14:33And windows must be energy efficient.
0:14:33 > 0:14:36Only windows energy-rated C and above
0:14:36 > 0:14:38are allowed under the new rules.
0:14:38 > 0:14:44Caroline and Sean's windows aren't FENSA registered, as they expected,
0:14:44 > 0:14:50and it turns out the energy efficiency of the glass and frames are only D rated.
0:14:50 > 0:14:54We were living with Sean's parents for about nine months to save up
0:14:54 > 0:14:58some money for this house, and a big chunk of that money
0:14:58 > 0:15:03was saved within that period for these windows,
0:15:03 > 0:15:05and now we don't have any more money.
0:15:07 > 0:15:13Caroline and Sean paid a total of £3,175 for the sash-style windows
0:15:13 > 0:15:16they desperately wanted for their first home.
0:15:16 > 0:15:22They've been left with cheap copies which don't even meet all the building regulations.
0:15:22 > 0:15:27This was Caroline and Sean's first home together, and as you'd expect, they were really excited.
0:15:27 > 0:15:33But I've got to be honest, I hate it when cowboy builders take advantage of young people in this situation.
0:15:33 > 0:15:37But I need to find out more about what went wrong.
0:15:37 > 0:15:41- Would you mind showing me round the problems they've caused? - No, that's not a problem.
0:15:41 > 0:15:42Thank you.
0:15:42 > 0:15:46- OK, so this is the bathroom.- Yeah, this is what we were left with.
0:15:46 > 0:15:51We've put paper round the windows to stop the cold air coming in during the winter months.
0:15:51 > 0:15:54- Right. And how long has that been like that?- 13 months.
0:15:54 > 0:15:58Wow. I'm not liking that one bit.
0:15:58 > 0:16:01I don't think that's toughened safety glass.
0:16:01 > 0:16:05- They must have stated you need it. - No, during the survey it wasn't mentioned.- Right.
0:16:05 > 0:16:09In a bathroom, of course, you're going to get moisture on the floor.
0:16:09 > 0:16:11- Mm. - You've got that chance of slippage.
0:16:11 > 0:16:17If you fell forward on that glass, I absolutely dread to think what would happen. I think that would shatter.
0:16:17 > 0:16:23The bathroom window should be fitted with toughened safety glass, and it doesn't look like it is.
0:16:23 > 0:16:26There are more safety worries with other upstairs windows.
0:16:26 > 0:16:30This is the spare-bedroom window, and it's the same as the bathroom window -
0:16:30 > 0:16:36not the right window, and we've had to put paper round to stop the cold air coming in.
0:16:36 > 0:16:38A couple of things again come to mind.
0:16:38 > 0:16:41Safety - no way you could get out of there in an emergency.
0:16:41 > 0:16:44Well, let's put it like this, I certainly couldn't!
0:16:44 > 0:16:48You'd have a bit of a struggle, even so! All this is ridiculous.
0:16:48 > 0:16:55Take a look at that. I mean, that hole there, I reckon I can get my tape out and stick the end in
0:16:55 > 0:16:57and poke that through. Look at that!
0:16:59 > 0:17:02- That is nuts.- It's appalling.
0:17:02 > 0:17:08It just goes to show, in my opinion, that these guys did not have a clue about installing windows properly.
0:17:08 > 0:17:12And plus, I don't think they have a conscience, because
0:17:12 > 0:17:16if they can leave people like you guys like this, it is a joke.
0:17:16 > 0:17:19And I tell you what, I think I've seen enough, Sean.
0:17:19 > 0:17:22- Let's get out of here.- OK.
0:17:22 > 0:17:27The period sash-style unit in the living room isn't the top-quality brand
0:17:27 > 0:17:34Sean and Caroline thought they'd paid for, and they've no money left to replace any of the windows.
0:17:34 > 0:17:37What could we do to help you?
0:17:37 > 0:17:41We'd like all the windows that we've got replaced, new ones put back in
0:17:41 > 0:17:44and all the work around the windows made good,
0:17:44 > 0:17:47so that we can get on with our lives and not have to worry about this any more.
0:17:47 > 0:17:49We're going to do that. That is a deal.
0:17:49 > 0:17:52And I will make sure that it's done correctly.
0:17:52 > 0:17:56We've got the company on board who Caroline and Sean thought were
0:17:56 > 0:18:00originally supplying their period-style sash windows.
0:18:00 > 0:18:02They've agreed to help put things right.
0:18:02 > 0:18:08Both Caroline and Sean have been working really hard to get their first home together looking great.
0:18:08 > 0:18:11But I think they need a helping hand, so it's time to bring on
0:18:11 > 0:18:15the good guys and get this mess sorted out once and for all.
0:18:23 > 0:18:29Coming up, frustration when Caroline and Sean's window company is called to account.
0:18:31 > 0:18:33I can't believe he's hung up.
0:18:35 > 0:18:40We're travelling back across Essex now to Waltham Abbey.
0:18:40 > 0:18:44Marcus Elkeslassy has been left with a gaping hole in his roof
0:18:44 > 0:18:48by cowboy loft converters who took over 20 grand before scarpering.
0:18:48 > 0:18:51His house is completely open to the elements.
0:18:51 > 0:18:55The good guys are standing by to make Marcus's home weather-proof.
0:18:55 > 0:18:59But before they get stuck in, I want to get the verdict on the job
0:18:59 > 0:19:02from independent chartered surveyor, Arnold Tarling.
0:19:02 > 0:19:07Arnold, this is a tricky one. Out of all the ones we've visited, I think this is a bit of a Pandora's box.
0:19:07 > 0:19:11Just explain to us the problems you found on your tour round.
0:19:11 > 0:19:13The structure isn't correct.
0:19:13 > 0:19:18They've cut structural timbers to mess around with staircases.
0:19:18 > 0:19:24The wall which divides you from next door has got holes through it, so there's fire-spread routes.
0:19:24 > 0:19:29They've put beams into the wall and they haven't bricked in around them.
0:19:29 > 0:19:32If you have a fire next door, this building's made of timber,
0:19:32 > 0:19:34it will go up like a bomb.
0:19:34 > 0:19:36- Yeah.- It really will.
0:19:36 > 0:19:39It really is horrendous.
0:19:39 > 0:19:44Now, taking all that on board, what score out of ten would you give
0:19:44 > 0:19:47these guys, who are supposed to be good loft converters?
0:19:47 > 0:19:51It's going to have to be minus 12.
0:19:51 > 0:19:55Fortunately, I think you may be able to save the windows and doors that's going in.
0:19:55 > 0:20:00Minus 12 it is, sir. Once again, thank you for your invaluable input.
0:20:00 > 0:20:03What about that? Minus 12 out of ten.
0:20:03 > 0:20:05That is off the bad-builder scale.
0:20:06 > 0:20:10By fitting the doors and windows into the exposed opening in the roof,
0:20:10 > 0:20:13we plan to make Marcus' home weather-tight.
0:20:13 > 0:20:17Dave is leading our team of good guys today, so what's the plan?
0:20:17 > 0:20:19- Hey, you must be Dave.- Hi.
0:20:19 > 0:20:20How are you, mate? I'm Clive.
0:20:20 > 0:20:24- Hi, Clive.- It's a bit of a mess, a bit of a shambles. - It is a bit, yeah.
0:20:24 > 0:20:27Tell us what your plan is for today and what you're going to do.
0:20:27 > 0:20:30Making sure that the windows are fitted nice and square,
0:20:30 > 0:20:33make sure they're all operational and airtight.
0:20:33 > 0:20:34- OK.- But that's really about it.
0:20:34 > 0:20:38Just briefly tell us what type of door you're putting in there.
0:20:38 > 0:20:40We're putting French doors in there.
0:20:40 > 0:20:43One door will be operational all the time with a handle,
0:20:43 > 0:20:49- the other side's more of a slave door which will only be operational when the customer needs it.- OK.
0:20:49 > 0:20:53So it'll only be one door that works full time, the other door will just stay locked.
0:20:53 > 0:20:56- Well played, mate. I'll catch up with you later.- See ya.- Cheers.
0:20:56 > 0:21:02While the good guys get stuck in, I want to track back with Marcus and find out
0:21:02 > 0:21:06how his dream loft conversion turned into his worst nightmare.
0:21:06 > 0:21:08Did you get blinded by the dream?
0:21:08 > 0:21:11Cos I always say people get blinded by this dream.
0:21:11 > 0:21:18They can see the vision, they've got the vision of this wonderful new room or wonderful new extension
0:21:18 > 0:21:20and they can see nothing but that.
0:21:20 > 0:21:23Obviously, you live a dream.
0:21:23 > 0:21:25You've got a dream.
0:21:25 > 0:21:29This is the place you want to spend the rest of your life, that sort of thing,
0:21:29 > 0:21:31and you want to make it right.
0:21:31 > 0:21:36And you don't want things to go wrong, and therefore you don't want
0:21:36 > 0:21:40to fall out with people, you want to be as nice as possible.
0:21:40 > 0:21:44Marcus made a common mistake when he befriended his builder
0:21:44 > 0:21:48and relied on trust rather than safeguards to get the job done.
0:21:48 > 0:21:51Take my tip when dealing with builders,
0:21:51 > 0:21:54put the project on a proper business footing,
0:21:54 > 0:21:57with a signed contract and a schedule of works
0:21:57 > 0:21:59and agreed completion dates.
0:21:59 > 0:22:03Marcus should have heard alarm bells ringing when the builder started
0:22:03 > 0:22:07weeks late and then the job staggered to a complete stop.
0:22:07 > 0:22:11But even then, he refused to believe he'd been taken in.
0:22:11 > 0:22:18He wasn't answering my texts, he wasn't answering my calls, e-mails.
0:22:18 > 0:22:22In the end, I sent him recorded letters...
0:22:22 > 0:22:26How much of your money had he got by then of the 24.5?
0:22:26 > 0:22:28£21,500.
0:22:28 > 0:22:33Wow! Just describe what you have got at the moment. What did they leave you with?
0:22:33 > 0:22:36Well, the loft conversion itself,
0:22:36 > 0:22:39I think it needs rebuilding, if you ask me.
0:22:39 > 0:22:42I mean, they left a ridge beam out.
0:22:42 > 0:22:47Marcus has been left in a terrible mess, so what would he like to say to his builder now?
0:22:50 > 0:22:54So, if you had an opportunity to speak to your builder - I've got some numbers now
0:22:54 > 0:22:58that you can call him on the phone - would you take that opportunity?
0:22:59 > 0:23:03I don't think I will call him again, because the last time,
0:23:03 > 0:23:06I have sent him a recorded letter
0:23:06 > 0:23:09and I did tell him that from now on,
0:23:09 > 0:23:14I won't attempt to call him any more, that I will leave it to
0:23:14 > 0:23:19my solicitor to deal with and for now,
0:23:19 > 0:23:22I'll just leave it to the legal channels.
0:23:22 > 0:23:27And I think by calling him, I would probably jeopardise my case.
0:23:27 > 0:23:29- And we don't want that. - No.- We certainly don't.
0:23:29 > 0:23:35Coming up, I hope there'll be no more winters of discontent for Marcus.
0:23:35 > 0:23:38Wow!
0:23:38 > 0:23:40Yeah, that's more like it!
0:23:42 > 0:23:45Back in Chelmsford, we're helping Caroline and Sean get
0:23:45 > 0:23:50the top-quality period-style sash windows they paid over £3,000 for.
0:23:50 > 0:23:54Instead, they got cheap, badly fitted copies.
0:23:54 > 0:23:57Their windows have a very low energy rating and no certification.
0:23:57 > 0:24:00The list of faults is long.
0:24:00 > 0:24:04The upstairs windows are dangerous, because there is no means of fire escape
0:24:04 > 0:24:06and no toughened safety glass in the bathroom.
0:24:06 > 0:24:10Before the good guys get started replacing all these windows,
0:24:10 > 0:24:14I want to get the verdict from independent chartered surveyor, Tim Matthews.
0:24:16 > 0:24:19Now, obviously, these sort of windows are major problems.
0:24:19 > 0:24:22You've had a good look around, Tim. What are your first findings?
0:24:22 > 0:24:25What have you seen that's not to your liking?
0:24:25 > 0:24:27It's the standard of finish, really.
0:24:27 > 0:24:32This type of mastic filling of brickwork is really unacceptable,
0:24:32 > 0:24:34and knowing that the property owners
0:24:34 > 0:24:38wanted to render this wall afterwards, there was no way that render's going to adhere to this.
0:24:38 > 0:24:42It would create problems for the future. It's basic mistakes.
0:24:42 > 0:24:47They're not the correct design, they haven't been given the correct energy rating,
0:24:47 > 0:24:53they're not to a standard or a design that the couple wanted, they've not been fitted to the correct standard.
0:24:53 > 0:24:54So all in all, it's a pretty poor show.
0:24:54 > 0:24:56From my own personal point of view,
0:24:56 > 0:25:00that they've tried to hoodwink a young couple with their first home.
0:25:00 > 0:25:03The young couple have been misled all the way along, yes.
0:25:03 > 0:25:06So, coming to the crucial bit that's important to us is,
0:25:06 > 0:25:10what mark out of ten would you give these guys for fitting these windows?
0:25:10 > 0:25:13The windows work, so you'd have to give them three or four.
0:25:13 > 0:25:16- So we're saying three or are we saying four?- I'll go for a three.
0:25:18 > 0:25:19So, three out of ten.
0:25:19 > 0:25:22I think Tim's right, this work is not worthy of a four.
0:25:22 > 0:25:26This builder is slipping further down the scale.
0:25:26 > 0:25:30But once we start to get the windows out, even more problems are revealed.
0:25:30 > 0:25:34Eddie is the highly experienced fitter leading our job today.
0:25:34 > 0:25:40He can't believe the standard of work Caroline and Sean have been left with.
0:25:40 > 0:25:42Hey, Eddie. Woah!
0:25:42 > 0:25:45That's pretty awful, isn't it?
0:25:45 > 0:25:47Worst one I've seen for 30 years or more.
0:25:47 > 0:25:51Are we saying that there's just foam holding this up?
0:25:51 > 0:25:54Correct, yes. A hacksaw blade, and that'll fall out.
0:25:54 > 0:25:57So it's just expansion foam?
0:25:57 > 0:25:58Expansion foam only.
0:25:58 > 0:26:03I can't believe it. And you're going to find that now, I'd imagine, in all these windows.
0:26:03 > 0:26:06Well, we see it's slightly like this downstairs.
0:26:06 > 0:26:07That's more or less a carbon copy,
0:26:07 > 0:26:10so we knew more roughly what we were going to get.
0:26:10 > 0:26:12This is worse than downstairs.
0:26:12 > 0:26:13Yeah.
0:26:13 > 0:26:16- Totally mis-measured window.- Listen, mate, I'm going to let you get on.
0:26:16 > 0:26:19Carry on. Give us a shout if you find anything else.
0:26:20 > 0:26:23Alan Burgess is the owner of the manufacturer
0:26:23 > 0:26:26whose windows Caroline and Sean thought they were buying.
0:26:26 > 0:26:31He's also involved in FENSA, the trade association for the double-glazing industry.
0:26:31 > 0:26:35- Alan, you were brought in by Sean and Caroline...- That's correct.
0:26:35 > 0:26:38..because they knew they'd got a problem with the windows,
0:26:38 > 0:26:43because the people fitting them said that they were fitting your company's windows.
0:26:43 > 0:26:45How do we know what is and isn't yours?
0:26:45 > 0:26:48Two things that happened in this situation.
0:26:48 > 0:26:51One is the contract which they were asked to sign is nebulous.
0:26:51 > 0:26:53There's just no detail on it.
0:26:53 > 0:26:57They saw something, the guy came round, they wrote out a bit of a basic kind of contract.
0:26:57 > 0:27:00There was no detail on it. Then when the windows arrive,
0:27:00 > 0:27:03any decent company wants some advertising,
0:27:03 > 0:27:06- they'll have their name plastered on it.- Of course.
0:27:06 > 0:27:10So if you don't see that, that should ring alarm bells.
0:27:10 > 0:27:13For energy efficiency, all windows now need to be marked
0:27:13 > 0:27:19with the manufacturer's name and the licence number that those windows have been manufactured to.
0:27:19 > 0:27:23So, the key word and the watchword is, do your research, as ever.
0:27:23 > 0:27:29- Correct.- And make sure the windows you're getting installed are the ones you wanted.- Correct.
0:27:29 > 0:27:32- Thank you so much for your time, sir.- My pleasure.- Cheers.
0:27:32 > 0:27:37The good guys are hard at work installing the new energy efficient period-style windows.
0:27:37 > 0:27:42When Caroline and Sean discovered their windows were wrong, they went to court and won their claim.
0:27:42 > 0:27:46But the judge said they would be unlikely to see any money.
0:27:46 > 0:27:50Out of frustration, Sean set up his own website to warn others,
0:27:50 > 0:27:53and even got invited onto Breakfast TV to tell his story.
0:27:53 > 0:27:58We weren't going to get our money back, and I was thinking,
0:27:58 > 0:28:00"I can't let him get away with this."
0:28:00 > 0:28:03I wanted to make sure that this didn't happen to anybody else.
0:28:03 > 0:28:07It was bad enough it had happened to us. I decided to set up a website.
0:28:07 > 0:28:10I wanted to make the domain name similar to his,
0:28:10 > 0:28:12that so when anyone searched his company,
0:28:12 > 0:28:15they would see my website as well.
0:28:15 > 0:28:19Just a little synopsis on there about what had happened and what we'd been through.
0:28:19 > 0:28:22All of a sudden, there was quite a lot of interest in the site
0:28:22 > 0:28:30when the double glazing ombudsman wanted to do publicity for, basically, protection for consumers.
0:28:30 > 0:28:34They said that the BBC would like to do an interview with me and our story.
0:28:34 > 0:28:39Caroline and Sean did loads of research on double-glazing after their job went wrong.
0:28:39 > 0:28:42I want to find out what they did before they booked the installer.
0:28:42 > 0:28:45Did you research the guys that you chose?
0:28:45 > 0:28:49When we looked on the website they did this display the FENSA logo,
0:28:49 > 0:28:54which led us to believe that the company was FENSA registered.
0:28:54 > 0:28:56You've got to do that research.
0:28:56 > 0:28:59Ask them for the FENSA registration number.
0:28:59 > 0:29:04Chances are, you're just going to hear a "brr," cos the phone's gone down.
0:29:04 > 0:29:10All right? If they stay on the phone and go, "Yeah, here's my number," don't just accept that.
0:29:10 > 0:29:12You then phone FENSA.
0:29:13 > 0:29:18If you see a trade association logo on your builder's website or painted on the van,
0:29:18 > 0:29:21don't automatically assume they're a member.
0:29:21 > 0:29:27Ask for their membership number, and check with the organisation that their membership is up to date.
0:29:27 > 0:29:33Some trade organisations will help resolve problems if you use their registered members.
0:29:33 > 0:29:37Caroline and Sean paid a hefty price because they didn't fully check
0:29:37 > 0:29:41their contractor really was a member of FENSA.
0:29:41 > 0:29:43It's winter.
0:29:43 > 0:29:48You've got poorly fitted windows.
0:29:48 > 0:29:49What is that like?
0:29:49 > 0:29:54Winter last year was extremely cold, and the heating bills had to go up.
0:29:54 > 0:29:58You had to make it a comfortable living environment,
0:29:58 > 0:30:03and there was water coming in through the upstairs window, and it was freezing at times.
0:30:03 > 0:30:07Did you blame yourself for what had gone on?
0:30:07 > 0:30:10Definitely. The whole way through the whole process.
0:30:10 > 0:30:12I can't believe that we've been so stupid.
0:30:12 > 0:30:15Because the new house was so exciting, we just went,
0:30:15 > 0:30:19"Oh, let's get this done quickly," and we can move in and get the rest of it done.
0:30:19 > 0:30:24Unfortunately, I think we've learnt a valuable lesson, that you just don't do things quickly.
0:30:24 > 0:30:30You take the time to analyse things and research, and do it properly before rushing into anything.
0:30:31 > 0:30:36You know, I think it's high noon for this cowboy builder and it's time he faced up to his actions.
0:30:36 > 0:30:39We're going to give him a call and find out what he's got to say for himself.
0:30:39 > 0:30:42If you had an opportunity to speak to the window installer now,
0:30:42 > 0:30:47what would you like to say to him, if you got the opportunity?
0:30:47 > 0:30:52I think we'd like an apology foremost.
0:30:52 > 0:30:59Why he thinks it was acceptable to leave his customers in a situation like us, and just leave it.
0:30:59 > 0:31:02Our house was in a right state for well over 12 months.
0:31:02 > 0:31:05We have a telephone number for your window installer.
0:31:05 > 0:31:06The questions that you have,
0:31:06 > 0:31:10you have an opportunity to put them to him now
0:31:10 > 0:31:13and see what he's got to say for himself.
0:31:13 > 0:31:16Are you prepared to do that, Sean, and have a chat with him now?
0:31:16 > 0:31:18- Yeah, I think so.- OK.
0:31:19 > 0:31:22PHONE RINGS
0:31:22 > 0:31:24It's ringing. Always a bonus.
0:31:29 > 0:31:31Good afternoon, it's Mr Marten.
0:31:31 > 0:31:33You may remember me?
0:31:36 > 0:31:38I believe he's hung up.
0:31:39 > 0:31:41What's the point?
0:31:43 > 0:31:45You know who you are, and now we know who you are.
0:31:45 > 0:31:49And by revealing the tricks and techniques you cowboy builders use,
0:31:49 > 0:31:52we'll prevent others from falling into your trap.
0:31:53 > 0:31:56Coming up, I can't wait to see Caroline and Sean's reaction
0:31:56 > 0:32:00when they finally get the windows they wanted all along.
0:32:00 > 0:32:02- Fantastic.- Lovely.
0:32:03 > 0:32:08We're travelling back across Essex to Waltham Abbey now.
0:32:08 > 0:32:14Marcus Elkeslassy has also been through a hard winter when his home was left exposed to the elements.
0:32:14 > 0:32:17His builder scarpered part-way through a loft conversion,
0:32:17 > 0:32:22taking over 21 grand and leaving behind a gaping hole in the roof.
0:32:22 > 0:32:25Most of the work will have to be re-done.
0:32:25 > 0:32:28Our team is making Marcus's home weather-tight
0:32:28 > 0:32:33by installing windows, doors and a Juliet balcony to the dormer roof.
0:32:33 > 0:32:38Dave, you've moved on rapid. Windows in, French doors are in.
0:32:38 > 0:32:41Have you encountered any problems?
0:32:41 > 0:32:45Yeah, quite a few. The timbers are all over the place.
0:32:45 > 0:32:47We've got about a 20mm gap from top to bottom.
0:32:47 > 0:32:48The timbers are leaning.
0:32:48 > 0:32:52We've had a bit of a problem getting the doors in exactly where we want them,
0:32:52 > 0:32:53but I'm happy where they are.
0:32:53 > 0:32:56The doors are locking absolutely perfect,
0:32:56 > 0:32:57the windows exactly the same now.
0:32:57 > 0:33:00- OK.- Just a little bit of trimming up and we're done.
0:33:00 > 0:33:03- Are you almost there in terms of time?- Absolutely, yeah.
0:33:03 > 0:33:05- Perfect.- Thank you,- Cheers, Dave.
0:33:05 > 0:33:08Marcus has been to hell and back with his building disaster.
0:33:08 > 0:33:13He's spent all his money and shivered his way through the worst winter in 30 years,
0:33:13 > 0:33:17but he's come through much wiser and ready to move on.
0:33:17 > 0:33:22What lessons can you take from this whole fiasco?
0:33:22 > 0:33:25I believe in one thing,
0:33:25 > 0:33:31and that is that I'll never repeat the same mistake again.
0:33:31 > 0:33:33Once bitten, twice shy.
0:33:33 > 0:33:37Obviously, I'm going to be a lot more careful next time,
0:33:37 > 0:33:42and of course, thanks to you, I know now a lot more than I did before
0:33:42 > 0:33:46and what I should look out for, what I should check, etc, etc.
0:33:46 > 0:33:52The good guys' work is finished, and I can't wait to show Marcus what they've achieved
0:33:52 > 0:33:57to make sure his loft is now weatherproof and sealed from the elements.
0:33:57 > 0:34:04Just remind me, before we arrived, what the problems were up there that were really playing on your mind?
0:34:04 > 0:34:09The place was exposed to the elements. There was no windows.
0:34:09 > 0:34:15It's completely open and draughty and very cold.
0:34:15 > 0:34:20- Well, let's go find out exactly what we've done for you. Are you ready?- Absolutely.
0:34:20 > 0:34:22Come on, then.
0:34:22 > 0:34:24Mind that cable, Marcus.
0:34:29 > 0:34:31Wow!
0:34:32 > 0:34:34Yeah, that's more like it.
0:34:34 > 0:34:38Exactly, that's definitely more like it. What was it before?
0:34:38 > 0:34:41- Two holes.- It was covered up by a bit of tarpaulin.
0:34:41 > 0:34:45Two big holes, not even tarpaulin. It was a bit of plastic.
0:34:45 > 0:34:47The guys have put the window in.
0:34:47 > 0:34:50- You've still got loads to do, I understand that.- Yeah, of course.
0:34:50 > 0:34:52We've started that ball rolling.
0:34:52 > 0:34:58Elements, you're protected against, but what about this fantastic set of French doors?
0:34:58 > 0:35:00Do you want to open them?
0:35:00 > 0:35:01- Yeah.- Go on.
0:35:05 > 0:35:07Look at that! Eh?
0:35:07 > 0:35:09What do you think?
0:35:09 > 0:35:13Brilliant.
0:35:13 > 0:35:14Fantastic.
0:35:17 > 0:35:22The builder abandoned this loft conversion, taking Marcus's money.
0:35:22 > 0:35:26The whole structure needs lots of remedial work, but at least we could step in
0:35:26 > 0:35:31to close the gaping hole in the loft with a new window and French doors.
0:35:31 > 0:35:33Finally, Marcus's home is weatherproof.
0:35:33 > 0:35:39There's no more risk of rain and snow coming in, and the icy wind and cold is kept out.
0:35:41 > 0:35:47The Juliet balcony is safely in place, and completes the job to a first-class finish.
0:35:47 > 0:35:52So you'll be able to go out here, right, you'll be able to go out, "Wherefore art thou?"
0:35:52 > 0:35:54Yeah? It's great, isn't it?
0:35:54 > 0:35:57- Brilliant.- Fantastic.
0:35:57 > 0:35:59- Thank you very much.- Thank you, sir.
0:35:59 > 0:36:01- I'll leave you to enjoy the view. - Cheers.
0:36:01 > 0:36:03Cheers, Marcus. Thank you, mate. Fantastic.
0:36:07 > 0:36:10We're hoping for more smiles in Chelmsford now.
0:36:10 > 0:36:12Caroline and Sean ordered top quality
0:36:12 > 0:36:18period-style double glazed windows for their first home, but were sold cheap copies.
0:36:18 > 0:36:23The windows they were left with were badly installed, had low energy rating,
0:36:23 > 0:36:26no certification, and the upstairs windows were dangerous.
0:36:26 > 0:36:30We're putting the finishing touches to replacing the whole lot
0:36:30 > 0:36:33with the windows they thought they were getting originally.
0:36:33 > 0:36:36Hey, Eddie. I'll tell you what...
0:36:36 > 0:36:38- How are you doing?- All right, yes.
0:36:38 > 0:36:42- These are looking absolutely superb, aren't they?- Tremendous.
0:36:42 > 0:36:45Very technical as well, the way the two open like that.
0:36:45 > 0:36:46It's tremendous.
0:36:46 > 0:36:49Chalk and cheese from the first window that was in here.
0:36:49 > 0:36:51You're not wrong, sir, you're not wrong.
0:36:51 > 0:36:55What have you done so far? And what's left to do?
0:36:55 > 0:36:57What we did, we took the old window out.
0:36:57 > 0:37:02We've made the window narrower as to next-door neighbours.
0:37:02 > 0:37:03- So it all looks uniform?- Yes.
0:37:03 > 0:37:06Put a new stone sill on the bottom there,
0:37:06 > 0:37:11and fitted what we call reverse brick detail, so the sash window goes in from inside.
0:37:11 > 0:37:13Fantastic. It's looking good.
0:37:13 > 0:37:14What have you got left to do?
0:37:14 > 0:37:16Cleaning and painting now.
0:37:16 > 0:37:20- How long do you think it's going to take you to finish all those off? - About an hour.
0:37:20 > 0:37:23I can't wait to show them, cos I reckon they're going to love them.
0:37:23 > 0:37:27It's really in character, and they'd like to keep their property in character,
0:37:27 > 0:37:29and I think they're going to be well chuffed.
0:37:29 > 0:37:32- Cheers, Eddie. I'll let you carry on.- Thank you.
0:37:33 > 0:37:40Caroline and Sean took their window company to court and won, but they haven't seen a penny back.
0:37:40 > 0:37:43As first-time homeowners they've learned some valuable lessons
0:37:43 > 0:37:45about making improvements to their property.
0:37:48 > 0:37:51What lessons have you learnt that others can take away?
0:37:51 > 0:37:55To make sure that either as a recommendation from somebody else,
0:37:55 > 0:37:57but you've actually seen the work they've carried out.
0:37:57 > 0:38:03Or, if you're going to get someone off the internet, make sure you look at their background really carefully.
0:38:03 > 0:38:06Make sure you're happy with who you're letting in,
0:38:06 > 0:38:09because you're going to trust them to do work on your property.
0:38:09 > 0:38:16The good guys have replaced all the badly fitted, draughty and dangerous windows Caroline and Sean were sold.
0:38:16 > 0:38:18I can't wait to show them the results.
0:38:18 > 0:38:22I think they're going to be blown away by the finish.
0:38:22 > 0:38:24Before I show you what the good guys are capable of,
0:38:24 > 0:38:28just remind me what your windows were like around the house.
0:38:28 > 0:38:30- Hideous.- Good word.
0:38:30 > 0:38:33- Really bad.- Not secure.
0:38:33 > 0:38:36- Not what we ordered. - The upstairs bedroom, underneath,
0:38:36 > 0:38:40it was filled with what looked like some sort of putty when it should have been plastered,
0:38:40 > 0:38:44and you could actually get your hand underneath the window. Really appalling.
0:38:44 > 0:38:47"What are you now hoping for?" is my next question.
0:38:47 > 0:38:51That it all looks a lot better than it did a few weeks ago!
0:38:51 > 0:38:53Come and have a look.
0:38:53 > 0:38:57This is the bit I've been waiting for.
0:38:57 > 0:38:59Oh, wow. Fantastic.
0:38:59 > 0:39:01- Lovely.- Gorgeous.
0:39:01 > 0:39:04This is the bit where I get to play!
0:39:04 > 0:39:07There's so much going on with these windows,
0:39:07 > 0:39:11and this will reflect exactly the rest of the windows in the property too.
0:39:11 > 0:39:13OK, this opening light, fantastic.
0:39:13 > 0:39:15The quality is just superb.
0:39:15 > 0:39:17It's very versatile.
0:39:17 > 0:39:22These little catches at the top there, pull them in, and the window drops forward,
0:39:22 > 0:39:27like so. Again, for ease of cleaning, so you don't have to go outside to clean them.
0:39:27 > 0:39:32And then if I just pull this down, you've got two catches again at the top.
0:39:32 > 0:39:35Pull those in, and these two both come out together.
0:39:35 > 0:39:38You've got thee little catches here, these are security catches.
0:39:38 > 0:39:40That locks in behind.
0:39:40 > 0:39:45When you want to open a window, to just get a little bit of air through at the base, if anybody tried to
0:39:45 > 0:39:51- break in or push that window up, they can't because it's locked on to that latch at the top.- Fantastic.
0:39:51 > 0:39:56- Brilliant.- Upstairs, we've replaced the dangerous windows with new ones
0:39:56 > 0:39:58which comply to all the safety regulations.
0:39:58 > 0:40:04In the bedroom, the fully opening sash window provides a vital escape route in the event of a fire.
0:40:04 > 0:40:08It adds so much character back to the room now from the previous window.
0:40:08 > 0:40:10It was horrible.
0:40:10 > 0:40:15- But this is amazing in comparison. - Come and have an look at this lot.
0:40:15 > 0:40:20They've put a fantastic stone sill out there. Let me just open this up...
0:40:20 > 0:40:22You can feel the quality as well.
0:40:22 > 0:40:26- That's very nice.- Beautiful.- It makes such a difference.- Fabulous.
0:40:26 > 0:40:30'And finally, in the bathroom, we've replaced the window,
0:40:30 > 0:40:33'which should have been fitted with toughened safety glass.
0:40:33 > 0:40:36'It wasn't, but it is now.'
0:40:36 > 0:40:39Sean, push on it now and see what you think.
0:40:39 > 0:40:42- Solid.- Absolutely solid.
0:40:42 > 0:40:47When you hit against that, if that did shatter, it'll shatter safely, a bit like a car windscreen.
0:40:47 > 0:40:52It looks stunning, actually. I can't believe I'm saying that about a window!
0:40:52 > 0:40:56So much better, and it's nice not to see the newspaper stuffed round the edge of it.
0:40:56 > 0:41:00Oh, I forgot about that! It did look a mess, didn't it?
0:41:00 > 0:41:03It was really upsetting. But this is just more than we could wish for.
0:41:04 > 0:41:08Caroline and Sean selected quality sash-style double glazing
0:41:08 > 0:41:12for their period home, but they were sold cheap copies.
0:41:12 > 0:41:16We've removed all the badly fitted and dangerous windows now, and replaced them
0:41:16 > 0:41:23with these swish and stylish units, which perfectly complement the period character of their property.
0:41:23 > 0:41:28Heating their first home on a tight budget makes energy efficiency a priority.
0:41:28 > 0:41:32Their dodgy windows were D-rated, but these units
0:41:32 > 0:41:37are B-rated for energy efficiency, so now they can turn the thermostat down a few degrees.
0:41:37 > 0:41:41All in all, the good guys have done an amazing job.
0:41:44 > 0:41:48You've got the manufacturer that you wanted originally,
0:41:48 > 0:41:52and I have here a couple of certificates, which are really important.
0:41:52 > 0:41:56That's your certificate of warranty, so this is really important.
0:41:56 > 0:42:02Everybody should remember that. When people are installing windows, you should have guarantees like this.
0:42:02 > 0:42:04This is outstanding quality.
0:42:04 > 0:42:08Although I know that eventually you're going to have to have more builders in in the future,
0:42:08 > 0:42:10I really wish you all the best.
0:42:10 > 0:42:14No more cowboy builders, loads of research.
0:42:14 > 0:42:16I'm going to leave you to a fantastic view,
0:42:16 > 0:42:21brilliant windows, and I hope a great life together, because I know you're getting married next year.
0:42:21 > 0:42:25- We are, yes.- Fantastic. Well, enjoy. I hope you're happy, are you?
0:42:25 > 0:42:27- Definitely, yes. - Ecstatic. Can't believe it.
0:42:27 > 0:42:30- Thank you ever so much, Clive.- Thank you.- You're absolutely welcome.
0:42:33 > 0:42:34Those windows are beautiful,
0:42:34 > 0:42:38and I think Caroline and Sean are really happy that they've now been replaced.
0:42:38 > 0:42:41They've had a lot of lessons to learn at such a young age.
0:42:41 > 0:42:45Remember, do your research and never hand over any cash
0:42:45 > 0:42:48until you're happy with the work that's been carried out.
0:42:48 > 0:42:51That way, you too could avoid falling into the cowboy trap.
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0:42:56 > 0:42:59E-mail subtitling@bbc.co.uk