0:00:04 > 0:00:10We're scouring the country on the hunt for some of the worst building disasters in Britain.
0:00:10 > 0:00:13I went into the bathroom and it was horrific.
0:00:13 > 0:00:19Cowboy builders can be found anywhere - even in a town near you.
0:00:19 > 0:00:25When the drains block up, it stinks. Basically, it stinks. And all the neighbours complain.
0:00:25 > 0:00:31We've got a team of Good Guys on hand to rectify the renovation wrongs that are left behind.
0:00:31 > 0:00:33It's absolutely amazing.
0:00:33 > 0:00:35God...
0:00:35 > 0:00:38Remember to make notes of all my hints and tips.
0:00:38 > 0:00:43One day it may help prevent you from falling into the cowboy trap.
0:00:53 > 0:01:00Today we're meeting more home owners who were left feeling drained by bodged building jobs.
0:01:00 > 0:01:06Pam and Allan Fender wanted a new extension, but their builder has caused one big stink
0:01:06 > 0:01:08and one worn-down couple.
0:01:08 > 0:01:13The smell goes through, right through everyone's houses.
0:01:13 > 0:01:17And it lingers for several hours before it clears.
0:01:17 > 0:01:23And we'll be meeting hospice worker Lisa Howell, who wanted to adapt her bath and shower
0:01:23 > 0:01:31ahead of a serious operation, but she was left with months of pain and her bathroom in bits.
0:01:31 > 0:01:38I was inconvenienced through a very difficult time after my operation with a wound and swelling,
0:01:38 > 0:01:41unable to recuperate in my own home.
0:01:42 > 0:01:47First, we're travelling north to Wallsend near Newcastle.
0:01:47 > 0:01:51Four years ago, Pam and Allan Fender sold up to live in Pam's mum's home.
0:01:51 > 0:01:57Mum had lived there nearly 80 years. Pam wanted to ensure Mum could stay in the house
0:01:57 > 0:02:00for the rest of her days.
0:02:00 > 0:02:04The whole point of having the building work, which we explained,
0:02:04 > 0:02:09so that we could care for my mam and make it easier for her
0:02:09 > 0:02:14and more comfortable for her to live here.
0:02:14 > 0:02:19To create extra space, they planned a new front and rear extension
0:02:19 > 0:02:25to include a bathroom upstairs and a downstairs bedroom to make life easier for Mum.
0:02:25 > 0:02:29The work that needed doing was a front extension,
0:02:29 > 0:02:33a rear extension, a bathroom upstairs,
0:02:33 > 0:02:39but the main part of the work was having a bedroom for my mother-in-law.
0:02:39 > 0:02:45She could hardly walk and needed a great deal of care, so she needed a bedroom downstairs.
0:02:45 > 0:02:53Pam and Allan had plans drawn up and while they looked for a builder, a workmate recommended someone.
0:02:53 > 0:02:58We didn't get any references because my mate at work
0:02:58 > 0:03:04said he was a good builder and he was a member of the Federation of Master Builders.
0:03:05 > 0:03:11And so we just took it on trust that he was a good builder.
0:03:11 > 0:03:17Mum's health was deteriorating so the Fenders wanted the job to start as soon as possible.
0:03:17 > 0:03:22He could start the job fairly quick, which is what we were needing
0:03:22 > 0:03:30because we were trying to get the building work done fairly quick for my mam.
0:03:30 > 0:03:35Despite the huge amount of disruption, the builder promised -
0:03:35 > 0:03:39Pam and Allan would be able to live in their home throughout the build.
0:03:39 > 0:03:44But to let him get started efficiently, they went on holiday.
0:03:44 > 0:03:47When they got back, there was a nasty surprise.
0:03:47 > 0:03:53The back wall had been knocked down, the toilet had been totally ripped out,
0:03:53 > 0:03:55and nobody could live in that house.
0:03:55 > 0:03:59Don't be left out in the cold like Pam and Allan.
0:03:59 > 0:04:03Take a tip from me - never go on holiday during your build.
0:04:16 > 0:04:21Despite the builder's promise, Pam and Allan couldn't live at home.
0:04:21 > 0:04:25Short of money, they had to hire a caravan.
0:04:25 > 0:04:33We had to go into a hotel for one night. We had to go to a caravan park nearby for four days.
0:04:33 > 0:04:38And we had to move to a caravan park 25 miles away for six weeks.
0:04:38 > 0:04:45The couple's friends and family were alarmed at how badly the building work was going.
0:04:45 > 0:04:49We were stunned at how much it was affecting them.
0:04:49 > 0:04:53At first they were optimistic that things were going to be OK,
0:04:53 > 0:04:58but as the building work went on, nothing seemed to get finished.
0:04:58 > 0:05:04Everything was outstanding. Every area of the house, something needed doing.
0:05:04 > 0:05:07We were worried about them.
0:05:07 > 0:05:11Eventually, the builder did finish and the couple moved back in,
0:05:11 > 0:05:16but to their horror they discovered a long list of snagging work.
0:05:16 > 0:05:19Even worse, there was a nasty smell.
0:05:19 > 0:05:23The first time I realised there was a problem with the drains
0:05:23 > 0:05:26was several weeks later.
0:05:26 > 0:05:30The drain overflowed into the back garden,
0:05:31 > 0:05:33which wasn't very pleasant.
0:05:34 > 0:05:40And ever since then it's been overflowing about every eight weeks.
0:05:40 > 0:05:44Pam and Allan paid £30,000 for their extension
0:05:44 > 0:05:48with a new bedroom for Mum downstairs and a bathroom upstairs.
0:05:48 > 0:05:53There were lots of minor niggles, but a huge problem was created
0:05:53 > 0:05:57when the extension was built over an old drain and a new one installed.
0:05:57 > 0:06:01This is the drain that the builder put in.
0:06:01 > 0:06:04It overflows every 6-8 weeks.
0:06:05 > 0:06:10It keeps getting dug up to try and get it put right
0:06:10 > 0:06:17and, because of this, we can't get anyone in to landscape the garden.
0:06:17 > 0:06:20So it's left in this mess.
0:06:21 > 0:06:24It's very embarrassing for... for us
0:06:24 > 0:06:30because the neighbours can't sit in their gardens when it happens
0:06:30 > 0:06:34and obviously we're getting complaints about it.
0:06:34 > 0:06:38And we don't want this happening.
0:06:39 > 0:06:47The builder fixed most of the snags, but despite several attempts, he failed to solve the smelly drain.
0:06:47 > 0:06:51The big stink is driving the Fenders round the bend.
0:06:51 > 0:06:56Every time you go to the toilet, you think, "I hope the drains don't overflow."
0:06:56 > 0:07:02It causes great stress between us and our neighbours.
0:07:02 > 0:07:08Eventually, the builder washed his hands of the problem and denied the smelly drain was his fault.
0:07:08 > 0:07:14After two and a half years, Pam and Allan called in the Federation of Master Builders
0:07:14 > 0:07:17to investigate the builder's work.
0:07:17 > 0:07:21For two and a half years we've had the builder back,
0:07:21 > 0:07:28we've been to adjudication with the Federation of Master Builders, trying to get it sorted out.
0:07:28 > 0:07:34We've had cameras down, we've had the drains unblocked several times.
0:07:35 > 0:07:42And, em, he still denies that he's done anything wrong with the drain.
0:07:42 > 0:07:47The adjudicator appointed by the Federation of Master Builders
0:07:47 > 0:07:51and the council Building Control Officer said the drains were fine,
0:07:51 > 0:07:54but even today the smell lingers on.
0:07:55 > 0:08:00Pamela's family have lived here peacefully since the house was built
0:08:00 > 0:08:06but now that peace has been shattered. It's time for me to find out what's gone on.
0:08:10 > 0:08:13- Hello. Are you Pam?- I am. - I'm Clive from Cowboy Trap.
0:08:13 > 0:08:20- You can come in.- 'Pam and Allan spent £30,000 on the extension, so they could live with Mum.
0:08:20 > 0:08:24'They have more space, but their house has a nasty smell
0:08:24 > 0:08:28'and they've run out of funds and ideas.'
0:08:28 > 0:08:32What could we do for you that would help you?
0:08:32 > 0:08:38- And put a smile back on your face. - Get the drains sorted and then we can move on
0:08:38 > 0:08:44- and get the garden done. - I have to stress that if we're going to do the drains,
0:08:44 > 0:08:51it will mean a bit of disruption to the kitchen because we've got to lift tiles, lift the concrete pad.
0:08:51 > 0:08:58- There is going to be disruption. - That is nothing compared to what we've gone through.- I can see that.
0:08:58 > 0:09:03And I feel really sorry for you for what you've had to go through.
0:09:03 > 0:09:10The smell has sapped the Fenders' energy. We've hunted for a top expert to sort out this stink.
0:09:10 > 0:09:16The specialist we've found is top of his game. Let's hope he'll succeed where others have failed.
0:09:16 > 0:09:22Pamela and Allan really need these drains sorted out so they can enjoy their garden again.
0:09:22 > 0:09:26It's time for me to go get the Good Guys.
0:09:32 > 0:09:39Coming up: an independent chartered surveyor casts his expert eye on the Fenders' dismal drains.
0:09:40 > 0:09:46The first question is why did they make it so complicated? It was an easy job.
0:09:49 > 0:09:53Now we're travelling south to Telford, Shropshire. Just last year,
0:09:53 > 0:10:00hospice worker Lisa Howell was diagnosed with cancer. After an operation and chemotherapy,
0:10:00 > 0:10:04she needed a second operation to determine the next course of action.
0:10:04 > 0:10:10So she wanted to update her bathroom to make it easy to use during her convalescence.
0:10:10 > 0:10:17I knew after my operation on this side of my arm, it would be quite difficult to get into the bath
0:10:17 > 0:10:21because of swelling, a wound and all the rest of it.
0:10:21 > 0:10:25I wanted a bathroom to be functional, safe and reasonably presentable,
0:10:25 > 0:10:31but as a priority to get done during that one-month period before my operation.
0:10:31 > 0:10:36Using critical illness insurance, Lisa didn't have much to spend,
0:10:36 > 0:10:42so she wanted to keep her original bath, toilet and sink and redecorate around them.
0:10:42 > 0:10:46In terms of the work that was to be done on the bathroom,
0:10:46 > 0:10:52what I needed was obviously an electric supply to the already plumbed-in shower,
0:10:52 > 0:10:57I needed the tiles removing because they were odd, and then putting back on,
0:10:57 > 0:11:01and along another part of the wall by the toilet and sink.
0:11:01 > 0:11:05It was only a matter of weeks until Lisa's operation,
0:11:05 > 0:11:12so she wanted the job done fast. She scoured local papers for builders and chose one to start straight away
0:11:12 > 0:11:19- and who could finish before she went into hospital.- He was exceptionally eager to start. He'd no work on.
0:11:19 > 0:11:24He came across as very honest, very presentable.
0:11:24 > 0:11:29Somebody you could have in your house and feel reasonably comfortable. Most women would want that.
0:11:29 > 0:11:36On that note, she hired him, but it wasn't long before things started to take a turn for the worse.
0:11:36 > 0:11:42On the second day, he left the young apprentice upstairs and went outside on the phone for an hour and a half.
0:11:42 > 0:11:47And I could hear the young apprentice upstairs smashing away at the tiles.
0:11:47 > 0:11:51I glanced up and thought, "That's a bit aggressive."
0:11:51 > 0:11:57Leaving a young apprentice unattended to smash off wall tiles should have been the first warning,
0:11:57 > 0:12:01but Lisa was desperate for work to continue.
0:12:01 > 0:12:07But it wasn't until that night that she discovered the extent of the apprentice's actions.
0:12:07 > 0:12:14You do expect some dirt, don't get me wrong. There was rubble in the toilet cistern, the sink had been chipped,
0:12:14 > 0:12:20the toilet cover chipped. The bath was a mess. It was covered in chips and scratches.
0:12:20 > 0:12:27Lisa had to spend two hours cleaning up the mess before she could even use her scratched and chipped bath.
0:12:27 > 0:12:29She confronted the builder.
0:12:29 > 0:12:35I flagged up the damage to the bathroom suite and he played it down. "You expect some damage."
0:12:35 > 0:12:38I said, "No, you shouldn't."
0:12:38 > 0:12:42He said he would get a colleague to rub it out and rub it down.
0:12:42 > 0:12:47Or we'd have to review getting a replacement or an alternative.
0:12:47 > 0:12:51The builder finally agreed to get Lisa's chipped bath replaced,
0:12:51 > 0:12:58but she soon began to suspect that things weren't quite right when the new bath didn't turn up.
0:12:58 > 0:13:05He said to me, "My wife's ordered it online and it will be here on 8th March, just before your operation.
0:13:05 > 0:13:07"But no guarantees."
0:13:07 > 0:13:13At that point I had a little bit of an alarm bell going. Something's not quite right.
0:13:13 > 0:13:20Lisa was right to hear alarm bells. The builder hadn't ordered the bath, so here's a tip for you.
0:13:25 > 0:13:27You'll know the product will arrive.
0:13:31 > 0:13:35For a small job like this, you don't need to pay upfront.
0:13:35 > 0:13:40The elusive bath wasn't the only alarm bell ringing for Lisa.
0:13:40 > 0:13:46I also noticed the way they were putting the electric wiring into the shelves. It was a concern for me.
0:13:46 > 0:13:52I did stop them and say, "Is that right?" He said, "It'll be fine."
0:13:52 > 0:13:54So I queried that.
0:13:54 > 0:14:00I also queried the fact that you could spur off a shower. I'm no electrician.
0:14:00 > 0:14:06I questioned it. Would it impact on my circuit breaking? He said, "It's just basic electrics.
0:14:06 > 0:14:08"I can do this no problem."
0:14:09 > 0:14:12Lisa paid £737,
0:14:12 > 0:14:18all but £200 of the builder's bill. All she wanted was her shower connected to the electricity supply,
0:14:18 > 0:14:22a new extractor fan and smart tiles.
0:14:22 > 0:14:29What she got was a chipped bath, damaged toilet and sink, dangerous electrics and terrible tiling.
0:14:29 > 0:14:35This is the original layout. As you can see, damage to the sink and in here...
0:14:35 > 0:14:40There was a lot of rubble. That was removed by the builder.
0:14:40 > 0:14:46Something happened in the process and it's not working very well. It's very noisy.
0:14:46 > 0:14:50And there's a constant dripping when you've used it.
0:14:50 > 0:14:55And these lovely little things here are the matches that were removed
0:14:55 > 0:14:59that were used as spacers by the builder.
0:14:59 > 0:15:05As you can see, I've got a wooden ceiling and wooden floor. Not the best thing to use.
0:15:05 > 0:15:10This area here is where an extractor fan was going to be fitted on a timer
0:15:10 > 0:15:16which was going to be spurred off this unit here. I did point out that this quite concerned me.
0:15:16 > 0:15:23I didn't think that was safe. And I've been proved correct in that assumption since.
0:15:23 > 0:15:27Over here, particularly this area here, all the tiles are cracked.
0:15:27 > 0:15:34And when you're sitting or standing in this bath, you can see all the tiles are off.
0:15:34 > 0:15:38I can't use this bath because the bricks are very porous
0:15:38 > 0:15:41and I wouldn't want to make it worse.
0:15:41 > 0:15:46So a bathroom that I can't use, it doesn't look presentable, not safe.
0:15:46 > 0:15:53This was a stressful time for Lisa. There was an operation to see how far her cancer had spread.
0:15:53 > 0:15:59When she got home, there was no bathroom and she had to make a 30-mile journey
0:15:59 > 0:16:01to use her friend's shower.
0:16:01 > 0:16:07I was really struggling. My sister had arrived. She was horrified at the state of the bathroom.
0:16:07 > 0:16:11She said, "Lisa, there's no way we can live like this.
0:16:11 > 0:16:16"You've just had an operation and we can't use that bathroom."
0:16:16 > 0:16:20We had to travel to my friend Gill's, who's been absolutely phenomenal,
0:16:20 > 0:16:27so that was a 30-mile round trip every couple of days to have a shower.
0:16:27 > 0:16:32And my sister said, "You can't do this. You have to come back with me."
0:16:32 > 0:16:37Lisa has a strong network of friends who supported her through this.
0:16:37 > 0:16:44Eventually, the builder bought a new bath, but by now he'd wasted four months of her precious time.
0:16:44 > 0:16:46Time is so precious.
0:16:46 > 0:16:52When that's stolen from you, when you're sitting in waiting all day for someone to arrive,
0:16:52 > 0:16:58you're spending months sitting wondering, you put your life on hold, you put your family on hold.
0:16:58 > 0:17:03With Lisa's illness, time is particularly poignant
0:17:03 > 0:17:07and her friend Ian was disgusted by the way this cowboy had left her.
0:17:07 > 0:17:12Basically, she became a prisoner in her own household and that is
0:17:12 > 0:17:14the thing that got to me most.
0:17:14 > 0:17:20Losing her money to a so-called builder was bad enough,
0:17:20 > 0:17:24but the thing is when you have a possible terminal illness,
0:17:24 > 0:17:31then life becomes very precious and what he stole from her was time.
0:17:31 > 0:17:33Valuable time.
0:17:33 > 0:17:40Lisa's been through a lot this year, so it's time for me to find out what went wrong.
0:17:41 > 0:17:44- Hi. Are you Lisa?- I am. - I'm Clive from Cowboy Trap.
0:17:44 > 0:17:49- You've had cowboy builders? - I have. Come in.- Jolly good.
0:17:49 > 0:17:53'I can't believe this builder's left Lisa in such a state.
0:17:53 > 0:17:57'I want to see how we can make her life more comfortable.'
0:17:57 > 0:18:03What would you like us to do? In the short space of time we've got, what can we do?
0:18:03 > 0:18:09Just give me my bathroom back. I'd like it to be done to a level that makes it functional,
0:18:09 > 0:18:16- safe and serviceable, so I can just have a shower and a bath.- OK. - That would be bliss.- Basics.
0:18:16 > 0:18:20It's important now we wash that man right out of our hair.
0:18:20 > 0:18:24- I'll be under that shower for an hour!- Great.
0:18:24 > 0:18:28Our guys have got a big job here ripping off the tiles,
0:18:28 > 0:18:33starting from scratch and making the electrics safe.
0:18:33 > 0:18:37Lisa has been left with a bathroom that is completely unusable
0:18:37 > 0:18:41She has to travel to friends' just to have a shower. Unbelievable.
0:18:41 > 0:18:46Time for the Good Guys to put things right.
0:18:53 > 0:19:00Coming up: an independent chartered surveyor looks at the ludicrous labouring in Lisa's bathroom.
0:19:00 > 0:19:03It's really bad quality and incomplete.
0:19:07 > 0:19:10Back in Wallsend near Newcastle,
0:19:10 > 0:19:16we hope to help Pam and Allan Fender. They paid £30,000 to extend their home
0:19:16 > 0:19:21so they could care for Pam's elderly mother. Although most of their work was fine,
0:19:21 > 0:19:27the rear extension was built over the old drain and now the new drain stinks.
0:19:27 > 0:19:30Worse, every couple of months, it overflows.
0:19:30 > 0:19:36Before our sewer expert investigates, I want to hear from chartered surveyor Peter Fall.
0:19:36 > 0:19:39- Peter, good to see you again. - Hello, Clive.
0:19:39 > 0:19:42More problems for you to look at.
0:19:42 > 0:19:46What we really want to focus on is the sewerage system here
0:19:46 > 0:19:50that's been installed with the new build.
0:19:50 > 0:19:53Just give us an overall view of it.
0:19:53 > 0:19:58The first question is why did they make it so complicated?
0:19:58 > 0:20:04It was an easy job. They've got a drain under the new extension - an existing drain.
0:20:04 > 0:20:10They could have put the manhole bang on top of that drain inside of the extension,
0:20:10 > 0:20:16put an internal manhole cover and frame on, and it would have done away with this convoluted pipework,
0:20:16 > 0:20:19all these bends and twists, and lack of access.
0:20:19 > 0:20:25So now we have a drainage system which regularly blocks because of all the bends,
0:20:25 > 0:20:31- and then you can't get at it. - From a health and safety perspective, it was flooding.
0:20:31 > 0:20:34You've got to think about germs.
0:20:34 > 0:20:39Drains and such should be out of sight, out of mind.
0:20:39 > 0:20:44Properly-laid drains should give you no problems.
0:20:44 > 0:20:51So it comes to our score. Giving these guys a mark out of 10 for what you've already seen,
0:20:51 > 0:20:54- what would the score be?- 2. At best.
0:20:54 > 0:20:57- Two?!- For me, it wants ripping up and starting again.
0:20:57 > 0:21:012 out of 10! No wonder there's such a stink!
0:21:01 > 0:21:08We need to get to the bottom of the Fenders' sewer stench so we've called in the cavalry -
0:21:08 > 0:21:13drain expert Andy Crane. He's the local drain brain and comes highly recommended.
0:21:13 > 0:21:20Andy's already done his homework studying the plans and putting cameras in the smelly sewer.
0:21:20 > 0:21:24He believes he's found the cause of all the bother
0:21:24 > 0:21:28and it's lurking right under their nose. The solution is simple -
0:21:28 > 0:21:33the pipe to the drain is too twisty, too many bends.
0:21:33 > 0:21:39He's found a much simpler route to take waste into the sewer, so what's Andy's plan?
0:21:39 > 0:21:41Basically, the drain runs uphill.
0:21:41 > 0:21:46- Obviously we want it to run downhill because water runs downhill.- Yes.
0:21:46 > 0:21:52So the idea is we've found an existing connection on the main sewer
0:21:52 > 0:21:57that we can tap into so the plan is to reroute the toilet into that
0:21:57 > 0:22:00and there you go. It's as simple as that.
0:22:00 > 0:22:05Presumably when he was doing the work, he would have see that.
0:22:05 > 0:22:13He'd have to remove the existing gully pot that's out the back and this is tapped into that,
0:22:13 > 0:22:17so I can't for the life of me understand why he never used that.
0:22:17 > 0:22:24- In terms of time, how long will it take you to rectify that? - Hopefully, get it done in a day.
0:22:24 > 0:22:30- It depends what we find under the concrete.- So it's jackhammers and a lot of disturbance?
0:22:30 > 0:22:35There's been floor tiles up, the lot. Quite a disturbance, yeah.
0:22:35 > 0:22:40The extension has been built right over the old outside drain
0:22:40 > 0:22:44so Andy's got to excavate the kitchen floor. It's a big job.
0:22:44 > 0:22:50Poor Pam and Allan have had more than building work to cope with. There has been personal tragedy.
0:22:50 > 0:22:56'Pam's elderly mother died during the work and their son was seriously ill
0:22:56 > 0:22:58'while they were in the caravan.'
0:22:58 > 0:23:03- What was the stress level like? - To be honest, when I'm looking back,
0:23:03 > 0:23:07I don't know how I was functioning. I was so stressed and depressed.
0:23:07 > 0:23:15I was just...coping day to day and a lot of it I think I've wiped out of my head
0:23:15 > 0:23:19because it was so horrible. A lot of it is just like a blur.
0:23:19 > 0:23:22And then what happened was
0:23:22 > 0:23:27my son had finished four years at Edinburgh University
0:23:27 > 0:23:30and he was born with a heart condition.
0:23:30 > 0:23:35- And... - A week after he came back.
0:23:35 > 0:23:39..he had to be rushed into hospital for open-heart surgery.
0:23:39 > 0:23:41- Wow.- So...
0:23:41 > 0:23:45The building was the least of our worries.
0:23:45 > 0:23:51So we were having to see to him at the hospital, see to my mam,
0:23:51 > 0:23:55we were trying to still work. I had to go sick.
0:23:55 > 0:23:58The stress was just too much.
0:23:58 > 0:24:01I tell you, it disrupts your whole life.
0:24:01 > 0:24:08'Pam and Allan had asked the builder to work on one room at a time so they could stay in their home.'
0:24:16 > 0:24:20Hotel bills will significantly add to your building costs.
0:24:20 > 0:24:26Pam and Allan ended up throwing their money down the drain when they had to move out.
0:24:26 > 0:24:32'What would they like to say to their builder now?' If you had an opportunity to speak to him,
0:24:32 > 0:24:35what would you like to ask him?
0:24:35 > 0:24:41Why he couldn't see that he wasn't doing the work right?
0:24:41 > 0:24:45I want to give you that opportunity now. I've got two numbers for him.
0:24:45 > 0:24:50- Are you prepared to give him a call right now?- Right.
0:24:50 > 0:24:54Here's the phone. If you just press the call button there.
0:24:56 > 0:25:02- It says number is not in use. - OK. So the first number is not in use.
0:25:02 > 0:25:05Let's try the second and see where we go.
0:25:07 > 0:25:11- How's that doing? Is that out of use as well?- Number out of use.
0:25:11 > 0:25:14The second number's out of use.
0:25:14 > 0:25:18The Federation of Master Builders investigated the work.
0:25:18 > 0:25:22They said the builder should pay £1,000 for repairs,
0:25:22 > 0:25:27but the Fenders should pay £2,000 for extra work already done.
0:25:27 > 0:25:31The Fenders haven't paid and the builder is taking them to court.
0:25:31 > 0:25:34They're counter-claiming.
0:25:34 > 0:25:42'Coming up: I can't wait to see the look on their faces when they see down their new drain.'
0:25:42 > 0:25:44- That's great.- Wow.
0:25:47 > 0:25:54We're back in Telford now. Lisa Howell wanted minor improvements to make her bathroom easier to use
0:25:54 > 0:26:00after an operation for cancer, but the bodging builder wrecked her bathroom suite
0:26:00 > 0:26:04and left her with dangerous electrics and terrible tiling.
0:26:04 > 0:26:10We're ready to put an end to Lisa's bathroom blues. Before we start, I want a score
0:26:10 > 0:26:15for the standard of work from independent chartered surveyor Nigel Mason.
0:26:15 > 0:26:21The work is of a limited nature. However, clearly it's of very bad quality.
0:26:21 > 0:26:26I think the tiles need to all come off
0:26:26 > 0:26:30and have a professional tiler replace them.
0:26:30 > 0:26:36The walls will need reskinned to get a good quality flat surface for the tiles to go on.
0:26:36 > 0:26:41The fixtures and fitting need to be properly fixed. They're loose.
0:26:41 > 0:26:47The extractor fan's not been installed. It was included in the quotation.
0:26:47 > 0:26:50We need to get proper extracts.
0:26:50 > 0:26:53In terms of marks out of 10,
0:26:53 > 0:26:57from what I've seen I'd perhaps give it 2.
0:26:58 > 0:27:032 out of 10?! That kind of score does not belong in any profession.
0:27:03 > 0:27:09By starting from scratch, we'll make Lisa's bathroom safe and easy for her to use.
0:27:09 > 0:27:12Graham is leading our team of Good Guys today.
0:27:12 > 0:27:15Get this wall replastered.
0:27:15 > 0:27:18The shower's got to be rewired
0:27:18 > 0:27:22back to the pull cord, maybe further. We'll test the cable.
0:27:22 > 0:27:26And then we get a new basin. This has all been chipped.
0:27:26 > 0:27:31The loo was full of rubbish so that doesn't work properly.
0:27:31 > 0:27:37We do have to re-route some plumbing. It's going to take about a week. It is quite a lot to do.
0:27:37 > 0:27:41'While Graham and his team put his plan into action,
0:27:41 > 0:27:47'I want to find out from Lisa how she was feeling during this traumatic time.'
0:27:47 > 0:27:50What's been going on health-wise?
0:27:50 > 0:27:55Last year, in July, I was diagnosed as having cancer.
0:27:55 > 0:27:59At the time they suspected breast cancer.
0:27:59 > 0:28:03They're not quite sure at the minute of where it is.
0:28:03 > 0:28:05They think it's breast or ovarian.
0:28:05 > 0:28:09So I had an operation at the time, in July,
0:28:09 > 0:28:14and then that was followed by six months of chemotherapy.
0:28:14 > 0:28:16I had another operation in March
0:28:16 > 0:28:21and various scans throughout that time period.
0:28:21 > 0:28:26Three weeks ago I was given my last all clear on my bone scan.
0:28:26 > 0:28:30Well, that's good news, but at that time really stressful.
0:28:30 > 0:28:37Yeah. The time before the bathroom was done I was due another operation to decide how far it had spread
0:28:37 > 0:28:42to decide what future treatment and operations there would be.
0:28:42 > 0:28:48That, to me, was the peak of the most stressful time in that whole process for me.
0:28:48 > 0:28:51If you can imagine, as anybody would,
0:28:51 > 0:28:58you're sat there thinking, "I'm going to either make this or it's curtains" kind of thing.
0:28:58 > 0:29:01So it was quite a stressful time.
0:29:01 > 0:29:07I knew the extent of what the operation would leave me in terms of disability,
0:29:07 > 0:29:15keeping an eye on the wound, so I knew I'd be very limited for a reasonable period of time.
0:29:15 > 0:29:21- So this diagnosis came up before you got the builder in to do the work.- Yeah.
0:29:21 > 0:29:24- You'd already got that stress.- Yeah.
0:29:24 > 0:29:29I had that three-month window of opportunity to get some work done in my bathroom,
0:29:29 > 0:29:34particularly the shower, which hadn't been plumbed in.
0:29:34 > 0:29:41And basically making it safe and functional for me to use in that convalescent period.
0:29:41 > 0:29:47'Sadly for Lisa, needing work immediately made her more vulnerable to the cowboys.
0:29:47 > 0:29:49'So take a tip from me...'
0:29:59 > 0:30:03Out of the blue, Lisa's builder just upped and left the job.
0:30:03 > 0:30:10He then began two weeks of sending her text messages with excuses. He never came back
0:30:10 > 0:30:14and eventually sent two colleagues to fit a new bath two months later.
0:30:14 > 0:30:21I can't believe that this builder would leave Lisa in such a state. What's he got to say for himself?
0:30:21 > 0:30:26Listen, if you had the opportunity to speak to him, what would you say?
0:30:26 > 0:30:30I'd love to know why it took him so long to order the bath,
0:30:30 > 0:30:34bearing in mind he'd ordered it on 22nd of February.
0:30:34 > 0:30:42- Why did he persistently lie by text and by email to say he'd ordered it, when he didn't until 12th April.- OK.
0:30:42 > 0:30:48And he didn't get his act together to put it in until 12th June. And he got somebody else to do it.
0:30:48 > 0:30:53Why would he just do such an immoral thing to another human being?
0:30:53 > 0:30:58To me he's not a professional and shouldn't be practising.
0:30:58 > 0:31:03He gives really good, genuine builders and traders a bad name.
0:31:03 > 0:31:06- I'm going to give you that opportunity.- Great.
0:31:08 > 0:31:11- It's ringing.- I know.
0:31:15 > 0:31:19BEEP Hello. It's Lisa Howell speaking.
0:31:19 > 0:31:24Could you give me a call back on this number? Thank you very much.
0:31:24 > 0:31:29- I hate it when that happens. - It's so frustrating!- But as I say,
0:31:29 > 0:31:36our office has been on to him and has been badgering him, as they do with all our cowboys.
0:31:36 > 0:31:42When our office spoke to Lisa's builder, he said he did offer to come back and finish the job
0:31:42 > 0:31:45and his tiling was good quality.
0:31:45 > 0:31:51Because of the delicate condition you are in, recovering...
0:31:52 > 0:31:58- I don't want you to concern yourself about this man any more. Right? - I can feel myself tense now.
0:31:58 > 0:32:03Don't. Do you know why? They're not worth it.
0:32:03 > 0:32:05- No.- They're really not.
0:32:05 > 0:32:08Lisa need worry no more.
0:32:08 > 0:32:13We've got the Good Guys in and they're off to a flying start.
0:32:20 > 0:32:25'Coming up: I hope Lisa's bowled over with her new bathroom.'
0:32:25 > 0:32:28It's absolutely amazing. God...!
0:32:32 > 0:32:38We're back in Wallsend near Newcastle. Pam and Allan Fender's new extension left a big stink.
0:32:38 > 0:32:44The new build was right over the old outside drain and the new drain smells.
0:32:44 > 0:32:51The builder couldn't sniff out the problem, but we brought in expert drain brain Andy.
0:32:51 > 0:32:57He discovered the new pipe was running uphill, so he's re-routing it into the main sewer.
0:32:58 > 0:33:04Hey, boys! That is a noisy beast, that is! Especially when it's inside as well.
0:33:04 > 0:33:08It's bad enough outside. You de-masking?
0:33:08 > 0:33:12- Aye. Sorry about that, Clive. - It is Andy after all.- Hello!
0:33:12 > 0:33:19You've been really cracking on. Just tell us what you've found with your excavation work.
0:33:19 > 0:33:22- What problems?- Em...
0:33:22 > 0:33:28- Nothing that we didn't really expect to find. Six inch of concrete.- Yeah.
0:33:28 > 0:33:33- Then we came across...- Thermal liner. - The thermal board there is good.
0:33:33 > 0:33:39- Yeah.- We were just wondering what was below that. We've now come across what was the old path.
0:33:39 > 0:33:46- Yes. For the old waste.- Yeah. And obviously below that there's subsoil.
0:33:46 > 0:33:52And we're hoping to find what was the old drain that we can then tap into.
0:33:52 > 0:33:56- For now, boys, carry on, but wait till I get outside!- OK.
0:33:56 > 0:33:59- Thanks.- Cheers now.
0:33:59 > 0:34:04'What Andy's doing is simplifying the route the waste takes into the sewer.
0:34:04 > 0:34:09'The fall line from the drain has too many bends. The solution is simple -
0:34:09 > 0:34:14'let gravity solve the problem.' You should have it like so.
0:34:14 > 0:34:18And when the apple goes in, this is what happens.
0:34:20 > 0:34:25The waste simply goes away. Sir Isaac Newton, eat your heart out!
0:34:25 > 0:34:32It's time we turned things around for the Fenders, but what have they learned from the whole experience?
0:34:32 > 0:34:38Well, I would say no matter how urgent your build is,
0:34:38 > 0:34:42take time to check the builder out.
0:34:42 > 0:34:47- Next time, more patience.- That's right.- What about you, Allan?
0:34:47 > 0:34:51Go and inspect the last job which he did.
0:34:51 > 0:34:58- You've got to see a completed property.- Yes.- And speak to the homeowner, find out
0:34:58 > 0:35:00if everything was hunky dory.
0:35:00 > 0:35:07Our Good Guy Andy has done an amazing job. It's taken 2.5 years to solve the mystery of the stink,
0:35:07 > 0:35:15but this disastrous drain couldn't defy his expert eye. He's found a new simple route for the pipe
0:35:15 > 0:35:21into the sewer and stopped the stench. Now the Fenders can breathe a sigh of relief
0:35:21 > 0:35:24and enjoy a breath of fresh air.
0:35:24 > 0:35:28Just remind me first of all what the problems were.
0:35:28 > 0:35:33Loads of problems. It was overflowing into the garden.
0:35:33 > 0:35:37We haven't been able to get the garden landscaped because of it.
0:35:37 > 0:35:42Neighbours have been complaining because of the smell.
0:35:42 > 0:35:48- Are you ready to go and view underground?- Yes.- Yeah. - Got your miner's hat on?
0:35:48 > 0:35:52Let's go. Come on. Let's have a look.
0:35:52 > 0:35:58We've rigged up an extra special show to prove to Pam and Allan that the drain is fixed.
0:35:58 > 0:36:02Come and sit down. We're going to watch a movie.
0:36:05 > 0:36:07Moving pictures, anyway!
0:36:09 > 0:36:15What you're seeing there, that is your original, pre-formed pot.
0:36:15 > 0:36:21'Andy has tapped into this main drain and everything is now running smoothly.'
0:36:21 > 0:36:25- Give it a flush, Andy! I can hear it.- There!
0:36:25 > 0:36:29- Is that good?- Great, thank you. - Absolutely brilliant.
0:36:29 > 0:36:36What will this allow you to be able to do now that you know that it all flushes away nicely?
0:36:36 > 0:36:41Now we can get our garden landscaped. That'll be brilliant.
0:36:41 > 0:36:44- Is that good?- Great.
0:36:44 > 0:36:48- Do you feel flushed with success? - Yes!- Worth a high five, Allan.
0:36:48 > 0:36:50It's got to be.
0:36:50 > 0:36:52Absolutely brilliant.
0:36:52 > 0:36:58Pam and Allan wanted an extension so they could care for Mum,
0:36:58 > 0:37:01but the new build over the old drain caused a big stink.
0:37:01 > 0:37:06Every time they flushed or washed, they feared it would overflow.
0:37:06 > 0:37:12Now the flow to the sewer has been re-routed. The complex curves which clogged and blocked
0:37:12 > 0:37:16have been replaced with a far simpler stretch of new pipework.
0:37:16 > 0:37:24Now the flushed waste flows fast and freely away, so there's little chance of overflow or odour.
0:37:24 > 0:37:30Finally, Pam can create a beautiful garden and fulfil her much-missed mum's wish.
0:37:32 > 0:37:37You know, I am well chuffed that we've sorted that out.
0:37:37 > 0:37:43Now they can set about making a garden that Pam's mum would have been proud of.
0:37:45 > 0:37:49We're heading back to Telford in Shropshire.
0:37:49 > 0:37:55Lisa's damaged bath, dodgy electrics and terrible tiling left her fed up and frustrated.
0:37:55 > 0:38:00She had to deal with this bodged bathroom at a time of great stress.
0:38:00 > 0:38:05Our Good Guys have gone back to basics, ripping it all out and starting again.
0:38:05 > 0:38:10They're making sure Lisa will be soaking in her bath before long.
0:38:10 > 0:38:13We've replumbed everything.
0:38:13 > 0:38:19We hacked all the plaster off, lined it and plastered it, fitted a new fan.
0:38:19 > 0:38:23- We then tiled it, as you can see. - Yeah, looking good.
0:38:23 > 0:38:28What have you got left to do and how long will it take?
0:38:28 > 0:38:34- Just a few accessories to put up. Towel rail, a soap dish over here for the shower.- OK.
0:38:34 > 0:38:38Finish off the shower. The electrician has to test that.
0:38:38 > 0:38:42- And seal up and that's it. - Job's a good 'un.
0:38:42 > 0:38:47I'll leave Graham and the team to add the final finishing touches.
0:38:47 > 0:38:53Lisa's original builder was clueless. Amazingly, he even bragged about how his bodging
0:38:53 > 0:38:58left behind a trail of unhappy customers.
0:38:58 > 0:39:02He said, "I'm in dispute with them about finishing payment."
0:39:02 > 0:39:08I said, "Oh, right." And I was taking this in, probably not all the facts accurately,
0:39:08 > 0:39:12but thinking, "Oh, no!" And I said, "Any other one?"
0:39:12 > 0:39:16He said yes. That was, I think, for a £50,000 extension
0:39:16 > 0:39:22whereby the customers paid the contractors directly and he was in dispute with them.
0:39:22 > 0:39:26It was just that moment of, "Oh, no! What have I got on my hands?"
0:39:26 > 0:39:34Luckily for Lisa, our guys are nearly done, but I want to make sure she never has any cowboys again.
0:39:34 > 0:39:40What do you think you've learned from having a cowboy builder that you can take with you
0:39:40 > 0:39:44- the next time you ever need a tradesperson?- Certainly make sure
0:39:44 > 0:39:49that you get the contract in your hand and the work schedule.
0:39:49 > 0:39:56From the outset. Make sure that you see any references and any previous experience of work that they've done.
0:39:56 > 0:40:03And also check any qualifications and any certificates and affiliations that they've got.
0:40:03 > 0:40:07And don't give any money upfront whatsoever.
0:40:07 > 0:40:13After everything she's been through, I can't wait to show Lisa what the Good Guys have done.
0:40:13 > 0:40:18Now about this bathroom. Just describe to me what it was like.
0:40:18 > 0:40:23Em, the tiling was appalling. Half done, cracked and damaged.
0:40:23 > 0:40:29There had been a broken bathroom suite in there and there was still rubbish and rubble left.
0:40:29 > 0:40:34There was wiring ready for the extractor going in. That was there.
0:40:34 > 0:40:39Live, I presume. It was all there and nothing done for several months.
0:40:39 > 0:40:45- Now are you ready to take a look at what they've done?- I am. - Come on, then! Let's go!
0:40:45 > 0:40:48Come and have a look at this.
0:40:48 > 0:40:49Wow.
0:40:53 > 0:40:56Absolutely amazing. Oh...
0:40:58 > 0:41:01- It's a bit different, intit, chuck? - Yeah!
0:41:01 > 0:41:06- It's absolutely amazing. God! - Let me tell you what they've done.
0:41:06 > 0:41:10Tiling - they've ripped off all the old surface there
0:41:10 > 0:41:13and reboarded, plastered, painted.
0:41:14 > 0:41:19The toilet is now in situ properly. The cistern was all over the place.
0:41:19 > 0:41:23I'm loving them taps. They're cracking taps you've got.
0:41:23 > 0:41:27The pedestal, the sink, the bath.
0:41:27 > 0:41:33Little bits of extras like this boarding here that now matches the ceiling.
0:41:33 > 0:41:37And you've got the extractor fan in position, too.
0:41:37 > 0:41:44- The whole thing, what's your opinion?- It's just amazing. I'm overwhelmed. It's beautiful.
0:41:44 > 0:41:48It's just amazing. I could be in that bath for an hour tonight!
0:41:48 > 0:41:55- I don't blame you! It has fantastic clean lines. A bathroom to be proud of.- Beautiful.
0:41:55 > 0:42:00It's more than what I asked for. Look at what I've got!
0:42:00 > 0:42:07Lisa's bodging builder abandoned this bathroom. He was only hired to tile and fix a shower and fan
0:42:07 > 0:42:12but he trashed the existing bathroom suite and left lethal electrics.
0:42:12 > 0:42:18We've had to start again, removing all the terrible tiling, making the wiring safe,
0:42:18 > 0:42:22installing the shower and fitting a new basin and toilet.
0:42:22 > 0:42:27Then we retiled the walls for a sleek and elegant ambience
0:42:27 > 0:42:34and accessorised for a touch of luxury. Now Lisa finally has the bathroom she deserves.
0:42:35 > 0:42:41I think that's a cracking job and I hope we've put Lisa on the road to recovery.
0:42:41 > 0:42:46Remember, do your research and check your builder references thoroughly.
0:42:46 > 0:42:51That way you won't go falling into the Cowboy Trap.
0:43:00 > 0:43:04Subtitles by Subtext for Red Bee Media Ltd - 2010
0:43:05 > 0:43:07Email subtitling@bbc.co.uk