0:00:04 > 0:00:07Across the country, cowboy builders are causing chaos.
0:00:07 > 0:00:11They've truly messed up our lives with the way it's been.
0:00:12 > 0:00:14I find it very stressful.
0:00:14 > 0:00:18So watch out, they could be coming to a town near you.
0:00:18 > 0:00:20I'm fed up with people ripping me off.
0:00:22 > 0:00:25My team and I are going to be righting some of their wrongs.
0:00:25 > 0:00:28Wow, that's smart.
0:00:28 > 0:00:35And I'll pass on my hints and tips in the hope it will prevent you from falling into the Cowboy Trap.
0:00:43 > 0:00:46Today we're travelling from Yorkshire to Edinburgh.
0:00:46 > 0:00:49We're meeting homeowners who hoped calling in the builders would make
0:00:49 > 0:00:55life better, but they found out that bad things happen when builders can't be bothered to finish the job.
0:00:55 > 0:01:01There's a kitchen crisis when guys who actually worked in a warehouse posed as professional fitters.
0:01:01 > 0:01:04I don't know how people sleep at night, me, and I don't know
0:01:04 > 0:01:07how people could work for them, to be honest.
0:01:07 > 0:01:14And we're meeting a retired couple who wanted to extend their two-bed flat to allow extra mobility,
0:01:14 > 0:01:20but at the end of the job the builder retired, leaving them with a wet-room washout and a rubbish ramp.
0:01:20 > 0:01:25And then it turned into, you know, you keep the money and get somebody else to do it.
0:01:25 > 0:01:29First we're heading to Normanton in Wakefield, Yorkshire.
0:01:29 > 0:01:33Single mum Donna McAlpine suffers from severe arthritis.
0:01:33 > 0:01:36When she was told she would eventually need to use a wheelchair,
0:01:36 > 0:01:41she decided she had better save up for a new kitchen, which would be easier to use.
0:01:41 > 0:01:44I just wanted a big kitchen so I could get about
0:01:44 > 0:01:48because the health visitor has given me a wheelchair,
0:01:48 > 0:01:52and I needed to get about more easier to get to things.
0:01:52 > 0:01:57Donna saw just the kitchen she liked advertised in her local paper, and then she started saving.
0:01:57 > 0:02:00The new kitchen would make life so much easier.
0:02:00 > 0:02:06I wanted big handles, to be honest with you, so I could get into things, because my hands seize up.
0:02:06 > 0:02:11I wanted a proper lever tap
0:02:11 > 0:02:15because I can't twist, because of my arthritis.
0:02:15 > 0:02:19It's a shame Donna didn't check the reputation of this kitchen company first.
0:02:19 > 0:02:23Fast forward two years of saving, this is the kitchen and half the
0:02:23 > 0:02:28doors are missing, that's definitely not what the brochure promised.
0:02:28 > 0:02:35I saw the brochures and I thought it looks really nice, like, so I started to save up.
0:02:35 > 0:02:41I rung them up and then a chap came out to see me, and he did the plans of the kitchen.
0:02:41 > 0:02:44He was going through things for me
0:02:44 > 0:02:47and he seemed like a right nice chap.
0:02:47 > 0:02:51The company doesn't usually install kitchens, it only supplies,
0:02:51 > 0:02:55but the silver-tongued salesman said he could arrange fitters.
0:02:55 > 0:02:58The salesman was full of surprises, he told Donna when her kitchen was
0:02:58 > 0:03:02delivered she should pay the van driver in cash.
0:03:02 > 0:03:04Friend Liz was worried.
0:03:04 > 0:03:06She had to pay up front.
0:03:06 > 0:03:12And my partner told her that when you were in business
0:03:12 > 0:03:17you had your own float of money and this paying up front was
0:03:17 > 0:03:23a bad idea, really. But she said that's what it says, so that's what she did, she paid him up front.
0:03:23 > 0:03:27Sadly, Donna ignored her friend's advice.
0:03:27 > 0:03:29Take a tip from me...
0:03:34 > 0:03:37Then you'll have the proof of how much you've paid.
0:03:42 > 0:03:46The credit card company must pay you back if you don't receive the goods.
0:03:46 > 0:03:49When the delivery van arrived, Donna was excited
0:03:49 > 0:03:56but her joy quickly turned to dismay when she saw the clumsy kitchen company delivery guy in action.
0:03:56 > 0:04:01My son gave him a hand with it because he was just dropping it on the floor, all the boxes were open.
0:04:01 > 0:04:06The sink weren't even in a box, it was just all scratched. I said, "Is that a new sink?" He says, "Yes."
0:04:06 > 0:04:09I said, "What about all the scratches on it then?"
0:04:09 > 0:04:12He goes, "Oh, it'll get scratched anyway."
0:04:12 > 0:04:14That's what he said, I couldn't believe it.
0:04:14 > 0:04:18But still Donna handed over her cash.
0:04:18 > 0:04:23The van driver phoned the fitters to get them over. Meanwhile, Donna checked through the delivery.
0:04:23 > 0:04:27It's not the splashback I wanted, even the worktop's the wrong worktop.
0:04:27 > 0:04:32It's the wrong cupboards, the wrong coloured cupboards, it's not the right sink
0:04:32 > 0:04:36and it's not the right appliances I asked for.
0:04:36 > 0:04:43The fitters arrived the very next day and Donna doled out the rest of her savings in cash up front.
0:04:43 > 0:04:48After two days of chaos, the crazy kitchen fitters did a bunk, never to be seen again.
0:04:48 > 0:04:52Donna's dream was dashed.
0:04:52 > 0:04:54He never even sealed the sink,
0:04:54 > 0:04:58so all the water's gone underneath and bevelled all the top.
0:04:58 > 0:05:03Underneath has been leaking. He said, "Get some putty
0:05:03 > 0:05:05"and patch it with putty."
0:05:05 > 0:05:12Donna paid £5,000 in cash - £3,000 for the kitchen and £2,000 to the fitters.
0:05:12 > 0:05:15Donna has been left with a kitchen with missing doors.
0:05:15 > 0:05:18There's a lunatic layout with the cold fridge freezer
0:05:18 > 0:05:24next to the roasting cooker, dangerous electrics, a shoddy sink, and the wrong appliances.
0:05:24 > 0:05:27The fitters didn't care less once they got their hands on
0:05:27 > 0:05:31Donna's cash. In fact, they didn't seem professional at all.
0:05:31 > 0:05:36All my window sill's smashed where he's just hit it with a sledgehammer.
0:05:36 > 0:05:39The pair of them were just laughing about it.
0:05:39 > 0:05:43Donna saved up for two years for the kitchen which would make life easier.
0:05:43 > 0:05:50Now she wishes she'd checked the company's reputation before she ordered.
0:05:51 > 0:05:56I'm fed up with people ripping me off.
0:05:56 > 0:06:00Donna had saved hard for several years in order to have her dream
0:06:00 > 0:06:06kitchen but after spending thousands of pounds, all she was left with was a room barely fit for purpose.
0:06:06 > 0:06:10Time for me to meet her and find out exactly what went wrong.
0:06:18 > 0:06:20- Hiya.- Hi, are you Donna?- Yes.
0:06:20 > 0:06:23I'm Clive from Cowboy Trap. I hear you've had problems
0:06:23 > 0:06:27with cowboy builders in terms of kitchen fitters on this occasion. Do you want to show me the damage?
0:06:27 > 0:06:30- I'll show you. - Come on, let's have a look.
0:06:30 > 0:06:31Come on in.
0:06:31 > 0:06:37Something already out of line straight away, this little baby here,
0:06:37 > 0:06:40and it does look pretty much...
0:06:40 > 0:06:45Generally a mess. Tell me what the problems are that you've noticed.
0:06:45 > 0:06:52Everything's a mess. The cupboards are not straight, they're all different angles, nothing fits.
0:06:52 > 0:06:54It's just falling apart, basically.
0:06:54 > 0:07:00- Just looking around, obviously you've got sockets and different things that are missing.- Yes.
0:07:00 > 0:07:04In terms of this sink, it doesn't look like it's seated properly.
0:07:04 > 0:07:06I know. It leaks, I can't use it.
0:07:06 > 0:07:12- He told me I've got to use putty, like a new putty's come out, to seal it.- Yes, right(!)
0:07:12 > 0:07:14I mean, that is a complete mess.
0:07:14 > 0:07:17Loads of problems over this side, what about problems over there?
0:07:17 > 0:07:20- A lot of problems over this side as well.- With?
0:07:20 > 0:07:24With the cupboards not been on straight and the hob lifts up.
0:07:24 > 0:07:26- Does it?- Yes.
0:07:26 > 0:07:28Let's take a look.
0:07:28 > 0:07:31Again, you've got cables that are sticking out all over the place.
0:07:31 > 0:07:34- That should never be happening. - All live wires.
0:07:34 > 0:07:38- So all of this actually lifts up, yes?- Yes, it just lifts up.
0:07:38 > 0:07:40No, that can't be right.
0:07:40 > 0:07:45Do you know what though, there is a bonus and that is, if you can never
0:07:45 > 0:07:48get that drawer open, you can get your cutlery from under your hob!
0:07:48 > 0:07:51- I mean, how hideous is that?- I know.
0:07:51 > 0:07:53- And dangerous.- It is dangerous.
0:07:53 > 0:07:57I'd be worried that there's any certification for that.
0:07:57 > 0:08:00These guys, minimum, should be Part P registered to do any
0:08:00 > 0:08:04- electrical work and I bet he never showed you anything.- No, he didn't.
0:08:04 > 0:08:07It's a real, real worry, that is.
0:08:07 > 0:08:12And that refrigerator door,
0:08:12 > 0:08:16it rubs up against that one there and it gets that hot.
0:08:16 > 0:08:18It gets really hot, does that.
0:08:18 > 0:08:23There's no way a fridge freezer should be near to your oven because when your oven gets up to
0:08:23 > 0:08:27temperature, all the time your fridge and your freezer are overdriving,
0:08:27 > 0:08:29it's working constantly.
0:08:29 > 0:08:33We've looked at dangerous things in terms of your kitchen, but I'm
0:08:33 > 0:08:37now worried about food hygiene and making sure that gets sorted.
0:08:37 > 0:08:39So you're going to need to address that.
0:08:39 > 0:08:43In the short space of time we've got, what would you like us to do for you?
0:08:43 > 0:08:45I just don't want...
0:08:45 > 0:08:48SHE SOBS
0:08:48 > 0:08:53I just don't want you spending your money on me.
0:08:53 > 0:08:55We've come here to help,
0:08:55 > 0:09:00and that is exactly what we're going to do. You've had a rough time.
0:09:00 > 0:09:02You've had a real rough time of it.
0:09:02 > 0:09:05We're not going to allow that to happen anymore, OK?
0:09:05 > 0:09:11We're here to the rescue so dry your eyes, all right? Put a smile back on your face,
0:09:11 > 0:09:14and we'll try and put this whole thing right for you.
0:09:14 > 0:09:16- How's that?- I hope so.
0:09:16 > 0:09:18That kitchen is a disgrace.
0:09:18 > 0:09:23Donna and her family shouldn't have to live like that, but I know how to put it right.
0:09:23 > 0:09:25It's time to bring on the good guys.
0:09:32 > 0:09:35Coming up... An independent chartered surveyor
0:09:35 > 0:09:40says Donna could be in for a nasty shock from the dangerous electrics.
0:09:40 > 0:09:43The plumbing that's been installed hasn't been earth bonded,
0:09:43 > 0:09:45which means there is a risk of an electric shock.
0:09:45 > 0:09:49We're travelling north now to Scotland, to try and help some more homeowners.
0:09:49 > 0:09:54We're in Dalkeith just outside Edinburgh to meet Liz and Mike Mills
0:09:54 > 0:09:57who wanted an extension to their ground floor flat.
0:09:57 > 0:10:00We have an area outside that we don't use really,
0:10:00 > 0:10:02it's had a small patio and a path,
0:10:02 > 0:10:07and we don't use it because we're not sun worshippers, as such.
0:10:07 > 0:10:14So I said, "I wonder if we could do an extension right across the back of the flat."
0:10:14 > 0:10:18Liz and Mike wanted to extend and adapt their modest two-bed ground
0:10:18 > 0:10:20floor flat in this small modern block.
0:10:20 > 0:10:23Liz has been diagnosed with osteoarthritis,
0:10:23 > 0:10:27they hoped more space and a wet room would make life easier.
0:10:27 > 0:10:33We have a two-bedroom flat, basically, and one bathroom.
0:10:33 > 0:10:40For a start, I needed more space, I also needed a second loo, that was extremely important,
0:10:40 > 0:10:46and I wanted a wet room because I can't climb in and out of baths,
0:10:46 > 0:10:49having been diagnosed with arthritis.
0:10:49 > 0:10:53Getting a wet room was the obvious thing to do, where
0:10:53 > 0:11:00you are on one level, where you have a surface which is nonslip, and where
0:11:00 > 0:11:06one could have a shower without worrying about where the water was going.
0:11:06 > 0:11:10So that was the importance of it, and of course what it means is that
0:11:10 > 0:11:12she can walk into it and she can walk out of it.
0:11:12 > 0:11:17Liz was told she may have to use a wheelchair soon, so they decided to
0:11:17 > 0:11:20ask the builder to build an outside ramp into the flat.
0:11:20 > 0:11:27We decided we'd have a ramp put there because, although things have improved in certain ways,
0:11:27 > 0:11:33I don't know that I won't one day need that wheelchair, so we decided to go for a ramp.
0:11:33 > 0:11:36I find steps very difficult to walk up.
0:11:36 > 0:11:39Daughter Cath offered to help find a builder.
0:11:39 > 0:11:44She'd heard of a guy who'd done a lot of work in the area and earned himself a good reputation.
0:11:44 > 0:11:49This builder is somebody that had built about four or five different
0:11:49 > 0:11:51conservatories in the estate, so I had
0:11:51 > 0:11:57known him very, very well from the conservatory aspect of things, and had gone along and various friends
0:11:57 > 0:12:01of mine had got conservatories built and they all seemed to go very well.
0:12:01 > 0:12:05The Mills were in a hurry. In their rush, they'd made a common mistake.
0:12:05 > 0:12:09Just because a builder is skilled at conservatories doesn't mean he'll be the right choice
0:12:09 > 0:12:14for a new extension, but he promised he could get the job done by Christmas.
0:12:14 > 0:12:17It was September-ish when they started
0:12:17 > 0:12:23and because we wanted it by Christmas, they were trying to get it done quickly for us.
0:12:23 > 0:12:28The work got off to a good start and the Mills were impressed with their builder.
0:12:28 > 0:12:31Everything looked good and towards the end of November,
0:12:31 > 0:12:34it did look as though they would actually complete in time.
0:12:34 > 0:12:37The job went well right up until the end,
0:12:37 > 0:12:42but then Mike noticed the floor in the wet room didn't look right.
0:12:42 > 0:12:48It was obvious to me that water was not going to necessarily flow the way it should do.
0:12:48 > 0:12:56I suggested to them that we should get the levels right at the time, but I was actually told that wasn't
0:12:56 > 0:13:01a problem because the person who was going to come and actually do the floor would level it all out.
0:13:01 > 0:13:05The guy came to do the floor and he put the membrane in and I said,
0:13:05 > 0:13:08"What about getting the levels right?" He said, "That's not my job."
0:13:08 > 0:13:13So obviously the levels should have been done prior to his arrival.
0:13:13 > 0:13:19It's common for tradespeople to blame each other for mistakes but take a tip from me.
0:13:27 > 0:13:31For big projects that may require several different contractors...
0:13:37 > 0:13:40The Mills' job looked good when the builder left, but when they came to
0:13:40 > 0:13:45use the wet room, Mike realised he had been right about the floor.
0:13:45 > 0:13:50The floor doesn't drain properly, so what it means is, whenever the shower
0:13:50 > 0:13:57is being used, we've got puddling taking place on the floor itself
0:13:57 > 0:14:00and also around some of the edges.
0:14:00 > 0:14:02It's on some of the edges particularly that we're
0:14:02 > 0:14:06very concerned about water seepage under the floorboards.
0:14:06 > 0:14:12The pooling water isn't just causing damage, Liz worries it may prove dangerous.
0:14:12 > 0:14:14I'm not very steady on my feet anyway,
0:14:14 > 0:14:19and if I would slip, as I did once before in a shower
0:14:19 > 0:14:25where I did bruise myself quite badly round and about.
0:14:25 > 0:14:28I'm quite scared now of a damp floor,
0:14:28 > 0:14:32certainly one that has the water lying in it.
0:14:32 > 0:14:37Liz and Mike's builder quoted £37,500.
0:14:37 > 0:14:42They paid £34,000 before the floor problem came to light.
0:14:42 > 0:14:45Then they realised the ramp had been bodged too
0:14:45 > 0:14:47and that would have to be rebuilt.
0:14:47 > 0:14:51Overall it was a good job but in the builder's eagerness to finish
0:14:51 > 0:14:55so he could sell his business, he neglected the finer details.
0:14:55 > 0:15:00He promised the floor would be fixed but no-one ever came back.
0:15:00 > 0:15:03Really our lives have been held back by it.
0:15:03 > 0:15:06We haven't been able to get on with our lives
0:15:06 > 0:15:08and plan things and do what we want.
0:15:08 > 0:15:11Daughter Cath has been very supportive
0:15:11 > 0:15:15but she's been very worried by the effect this has had on Mum and Dad.
0:15:15 > 0:15:17My mum has been extremely distressed by it
0:15:17 > 0:15:20because this affects her life on a daily basis.
0:15:20 > 0:15:25So between the two of them, Dad's been supporting Mum but it's been very hard for the two of them.
0:15:25 > 0:15:28It's two years now since the builder left.
0:15:28 > 0:15:35He told them to keep the final £3,500 and sort out all the problems themselves.
0:15:35 > 0:15:39Looking at initially the wonderful creaky floor
0:15:39 > 0:15:42that we've been bequeathed here, OK?
0:15:42 > 0:15:46I don't know whether you can hear this.
0:15:46 > 0:15:49This has been going on... LOUD CREAKING
0:15:49 > 0:15:54So it's almost certain that we've got water getting in under there
0:15:54 > 0:15:57and this is going to lead to an expensive
0:15:57 > 0:16:01repair in the future when everything begins to rot.
0:16:01 > 0:16:04Anyway, as far as the shower room is concerned,
0:16:04 > 0:16:08we have a lot of puddling and so on which takes place.
0:16:08 > 0:16:14Down here we've got puddling, there's water down there, water over there,
0:16:14 > 0:16:21but not only that, this sealant under here, which there's gaps in already,
0:16:21 > 0:16:25so every time a shower is taken here,
0:16:25 > 0:16:29immediately there must be water going under the floor there.
0:16:29 > 0:16:36Then of course we have our lovely window here, which has got all these little white marks in it.
0:16:36 > 0:16:41That window was put in and we were promised the day after it was put in
0:16:41 > 0:16:44that it would be changed for one which didn't have marks in it.
0:16:44 > 0:16:51Liz and Mike wanted an extension to make the most of their home but their builder badly let them down.
0:16:51 > 0:16:54Time for me to meet them and find out more.
0:16:54 > 0:16:57You must
0:16:57 > 0:16:59be
0:17:01 > 0:17:03- Liz and Mike.- Yes.
0:17:03 > 0:17:05Hello, I'm Clive from Cowboy Trap.
0:17:05 > 0:17:07Now I hear you've had problems with cowboy builders.
0:17:07 > 0:17:09- Yes. - Would you mind telling me the story?
0:17:09 > 0:17:11- Come on in.- Great, let's
0:17:11 > 0:17:14go and have a chat.
0:17:14 > 0:17:20It's time to sit down with Liz and Mike and find out about all the problems with the wetroom.
0:17:20 > 0:17:24The floor is not properly graded or whatever they call it.
0:17:24 > 0:17:29So they hadn't put the gradient in and tanked it out properly.
0:17:29 > 0:17:35Yes, so therefore the water would not flow away so we had a lot of puddles.
0:17:35 > 0:17:41Also the water had seeped under the floorboards so the bits was
0:17:41 > 0:17:46going into the wetroom would squeak and it was warped again.
0:17:46 > 0:17:50OK so there's a lot going wrong in that wetroom, you're right, and they didn't know what they were doing.
0:17:50 > 0:17:57I can't believe the Mills' builder suggested they got someone else in to finish his job.
0:17:57 > 0:17:59No wonder they need us to call in the good guys,
0:17:59 > 0:18:04getting the job done is crucial with Liz losing her mobility.
0:18:04 > 0:18:10What could we do that would help you get to that next stage
0:18:10 > 0:18:17and start to get this whole cowboy build fiasco well and truly behind you, what could we do for you?
0:18:17 > 0:18:21The wetroom is the key because paddling at midnight is not such fun.
0:18:21 > 0:18:24No. We're delighted to come and help.
0:18:26 > 0:18:32The new extension was supposed to make life easier for Liz and Mike but it's left them feeling more
0:18:32 > 0:18:37stressed than secure and Liz really needs that wetroom so she can shower in safety.
0:18:37 > 0:18:40It's time to bring on the good guys and get it sorted.
0:18:49 > 0:18:53This may look like a small problem but it's a big job for our guys to put right.
0:18:53 > 0:18:58We'll have to re-level the entire floor so all the water drains away as it should.
0:18:58 > 0:19:05Coming up; we discover Mike's builder is enjoying his retirement after making theirs a misery.
0:19:05 > 0:19:10In this case, your bad builder has actually gone to Thailand.
0:19:12 > 0:19:14We're back to Wakefield, Yorkshire, now.
0:19:14 > 0:19:20Donna McAlpine saved up for two years to remodel her kitchen to help manage her arthritis.
0:19:20 > 0:19:25She paid out £five, 000 in cash to a company she wishes she'd never heard of.
0:19:25 > 0:19:32She's been left with missing cupboard doors, dangerous electrics, a shoddy sink, and a lunatic layout.
0:19:32 > 0:19:35We're standing by to step in and right the wrongs, but first
0:19:35 > 0:19:39I want to see how an independent chartered surveyor rates the work.
0:19:39 > 0:19:42The obvious thing is that it's unfinished.
0:19:42 > 0:19:48The second thing is that the quality of the bits that have been completed is rather poor.
0:19:48 > 0:19:51The units are built in areas, they're not level.
0:19:51 > 0:19:56There are certain minimal risks in terms of the electrical installation because the plumbing that has been
0:19:56 > 0:19:59installed hasn't been earth banded which means there is a risk of electric shock, albeit a low one.
0:19:59 > 0:20:04Given the electrical installation is incomplete, the plumbing requires
0:20:04 > 0:20:07redoing, the quality of workmanship I would give four out of ten.
0:20:09 > 0:20:13four out of ten? This builder is definitely cooking up trouble.
0:20:13 > 0:20:19Our good guys will have to show real skill and ingenuity to save these badly butchered units.
0:20:19 > 0:20:23Andy is leading the team today and fortunately he has a plan.
0:20:23 > 0:20:28We're going to replace the bottom units and repair them so it'll look all nice.
0:20:28 > 0:20:32These are all going to be cream so it'll give it a bit of a retro feel.
0:20:32 > 0:20:36The other problem we've got with this is the oven housing and the
0:20:36 > 0:20:40fridge are a bit too close together, so what we're going to do is take this packer out and move
0:20:40 > 0:20:44them over so we've got a packer in between so this doesn't get too hot.
0:20:44 > 0:20:47We're going to tile it all anyway.
0:20:47 > 0:20:51What we were thinking about doing is replacing all of the sockets
0:20:51 > 0:20:55with new faces so when it's all done it will look nice.
0:20:55 > 0:21:01While we're doing that we're going to check all the sockets and make sure they're all OK for using.
0:21:01 > 0:21:06While Andy and the guys get stuck in fixing all the problems, I want to sit down with Donna.
0:21:06 > 0:21:11I want to know how this half-baked kitchen went wrong, even before it was installed.
0:21:11 > 0:21:14When the guy come and delivered the kitchen,
0:21:14 > 0:21:18this delivery driver, he weren't in no uniform or anything like that.
0:21:18 > 0:21:20He just come in a white box van
0:21:20 > 0:21:25and he were dropping it out left, right, and centre outside,
0:21:25 > 0:21:29dropping it, and my son Steven said do you want any help with that, mate.
0:21:29 > 0:21:31He said no I'm all right.
0:21:31 > 0:21:36Well, Steven seen the way he were handling the goods and it was getting
0:21:36 > 0:21:40scratched and knocked about outside so he decided to help him.
0:21:40 > 0:21:42So there was no care taken in offloading?
0:21:42 > 0:21:45No, there were no care taken unloading.
0:21:45 > 0:21:48He brought it in and half of it were
0:21:50 > 0:21:54unpacked, the sink were even sealed up with a thing on it.
0:21:54 > 0:22:00I said are you going to check this kitchen before you go and he said I'm in a bit of a rush so I can't check
0:22:00 > 0:22:05the kitchen for you but you can guarantee half of it won't be there anyway because it never is.
0:22:05 > 0:22:08- This is the delivery driver? - The delivery driver.
0:22:08 > 0:22:13But did he check your delivery list of what you wanted compared to what he actually had delivered?
0:22:13 > 0:22:15No. No he didn't.
0:22:15 > 0:22:19So nobody would have known whether you were short anyway, well apart from the delivery driver who
0:22:19 > 0:22:24- obviously realises that everywhere he delivers across the country that all the bits are never there?- Yes.
0:22:24 > 0:22:31A delivery driver should have the delivery sheet and he should be able to tick exactly everything he's got.
0:22:31 > 0:22:34Well, he didn't, he didn't do that.
0:22:34 > 0:22:36Too busy to get away, he was hurrying to get away.
0:22:36 > 0:22:43Of course he's in a hurry to get away because he doesn't want you to check it. But if you don't check you
0:22:43 > 0:22:47can then end up being culpable for not checking the delivery.
0:22:47 > 0:22:53Successful deliveries are a huge challenge for any company so always check your deliveries.
0:22:53 > 0:22:59You expect goods to arrive on time, the company has to be sure its stock is accounted for.
0:22:59 > 0:23:04If you believe valuable items are missing, phone the company while the driver waits.
0:23:04 > 0:23:11Donna paid cash on delivery and she was about to fall into another trap, the deliveryman arranged the fitters
0:23:11 > 0:23:16but she discovered too late their real job was working in the delivery warehouse.
0:23:16 > 0:23:20They fitted kitchens for cash at weekends.
0:23:20 > 0:23:25How did you find out that these guys weren't proper kitchen fitters?
0:23:25 > 0:23:29Well, after about the twentieth phone call, I rang them up and I spoke to
0:23:29 > 0:23:36somebody else in the customer services and she were a right nice laugh actually. I said to her
0:23:36 > 0:23:40I've been waiting for these cupboard doors and waiting for this and waiting for that.
0:23:40 > 0:23:45I said how would you feel if it was you and she said I wouldn't be happy either.
0:23:45 > 0:23:49She said I can tell you now that they're warehouse workers.
0:23:49 > 0:23:52I said they're not kitchen fitters then and she said no.
0:23:52 > 0:23:55She said I don't know how they got hold of your plans, Mrs McAlpine,
0:23:55 > 0:23:59for doing it but they are not kitchen fitters, they're just warehouse workers.
0:23:59 > 0:24:01And how did you feel, what was your reaction?
0:24:01 > 0:24:03I was gutted with it for
0:24:03 > 0:24:06the simple reason is they
0:24:06 > 0:24:11didn't know what they were doing and they made out, because they didn't tell me they weren't kitchen fitters.
0:24:11 > 0:24:13They didn't tell me they just worked in a warehouse.
0:24:13 > 0:24:19I had the impression that they'd sent them, they're the kitchen fitters at the end of the day.
0:24:19 > 0:24:21I didn't know they were warehouse workers.
0:24:21 > 0:24:24An absolute total scam really.
0:24:24 > 0:24:25Yes. I were totally gutted.
0:24:25 > 0:24:28Donna spent fruitless hours on the phone
0:24:28 > 0:24:31arguing with the company, her phone bills have gone through the roof.
0:24:31 > 0:24:35Now it's our turn to turn up the heat on these kitchen cowboys.
0:24:35 > 0:24:38If I was to say to you, Donna, you've got a chance to speak to
0:24:38 > 0:24:41them on the phone right now, would you take that opportunity or do you want me to do it?
0:24:41 > 0:24:44I'd rather you do it.
0:24:44 > 0:24:48OK. So what we're going to do is make the call and see where it gets us. Here we go.
0:24:53 > 0:24:59Hello, it's Clive Holland here, is there any chance I could speak to
0:24:59 > 0:25:06management regarding some work that's been carried out in Normanton? Great, thank you.
0:25:06 > 0:25:11This company doesn't seem to care about customers once they've got their hands on their cash.
0:25:11 > 0:25:16We're on hold for 20 minutes and they still don't have any answers.
0:25:16 > 0:25:19Because it really is a disgrace the way these units have been fitted,
0:25:19 > 0:25:22the fact that there are lots of parts missing still.
0:25:22 > 0:25:28Now this is costing her a fortune on the phone so what I'm going to do is leave it in your capable hands and
0:25:28 > 0:25:32I'm trusting you to sort this for me and get back to us as soon as possible.
0:25:32 > 0:25:35I'd really appreciate that.
0:25:35 > 0:25:37Hopefully we'll start to get some results.
0:25:37 > 0:25:44It took four more calls before the doors were finally delivered 12 weeks after the bogus fitters left.
0:25:44 > 0:25:50The company said they'd send them back to fix their mistakes but Donna sensibly declined.
0:25:50 > 0:25:55Coming up; I can't wait to show Donna her remodelled, professionally installed kitchen.
0:25:56 > 0:25:59It's fantastic,
0:25:59 > 0:26:02- I love it. - We're back in Edinburgh now.
0:26:02 > 0:26:06Liz and Mike Mills decided to extend and adapt their two-bed
0:26:06 > 0:26:10ground floor flat to help Liz manage her osteoarthritis.
0:26:10 > 0:26:13The new extension went well untill the finishing stages
0:26:13 > 0:26:20when the wetroom floor turned out to be a washout and the new wheelchair ramp was, well, frankly rubbish.
0:26:20 > 0:26:23Building control say it has to be demolished and rebuilt.
0:26:23 > 0:26:25As far as the ramp was concerned, he took a...
0:26:25 > 0:26:29there's a requirement to have railings if the drop off
0:26:29 > 0:26:31the ramp
0:26:33 > 0:26:37is greater than a certain height.
0:26:37 > 0:26:43Naively we had assumed that if somebody's putting in a ramp, they know that you wouldn't put in a ramp
0:26:43 > 0:26:50unless there was a lack of mobility tucked away somewhere or another, that from a safety point of view
0:26:50 > 0:26:54they would have quoted for the rails at the same time as they quoted for
0:26:54 > 0:26:56the ramp, but they didn't do that.
0:26:56 > 0:27:00Fortunately Liz doesn't yet need a wheelchair
0:27:00 > 0:27:05so the immediate priority for out team is putting right the wetroom floor so she can use it safely.
0:27:05 > 0:27:11Before out team get to work, I want an independent chartered surveyor to give us a score for the job.
0:27:11 > 0:27:15Some of the workmanship in the extension is of a
0:27:15 > 0:27:23good quality, an acceptable quality, however there are some items that are positively unsatisfactory.
0:27:23 > 0:27:28The workmanship for the external ramp is very poor, it does not meet with
0:27:28 > 0:27:36current legislation and requires to be removed in total and rebuilt.
0:27:36 > 0:27:40The wetroom, the standard of tiling is good, however the standard of
0:27:40 > 0:27:45finish for the flooring where the seal of the floor, is very poor.
0:27:45 > 0:27:49The drain for the wetroom should have the floor falling towards the drain.
0:27:49 > 0:27:57This is not the standard that we see here and there's water puddling on it, which will always be a problem.
0:27:57 > 0:28:02I have to be fair here and the marks out of ten would be five
0:28:02 > 0:28:06because some of the workmanship is of a good quality
0:28:06 > 0:28:08but the defects that we see, I would just have to give it a five.
0:28:08 > 0:28:12five out of ten?
0:28:12 > 0:28:15The builder was out of his depth when it came to the floor and the outside ramp.
0:28:15 > 0:28:18Fortunately we've got the good guys in now.
0:28:18 > 0:28:20Kevin is leading our team today.
0:28:20 > 0:28:26Initially we're going to take out the basin, take out the toilet, we're going to lift the floor,
0:28:26 > 0:28:31we're going to pour a new concrete floor with a grading that's going to run to the drain.
0:28:31 > 0:28:34There's a new double-glazed unit going in the window and then
0:28:34 > 0:28:37once the concrete's dry there's going to be a new vinyl floor going in.
0:28:37 > 0:28:42Liz and Mike's builder quoted £37,500 for the extension.
0:28:42 > 0:28:48They paid him nearly £18,000 before he lifted a single brick, I want to fine out why.
0:28:48 > 0:28:54- So work starts the beginning of October, did he ask you for any money up front?- Yes, 50%.
0:28:56 > 0:28:59That's a massive chunk.
0:28:59 > 0:29:01Half of the figure upfront.
0:29:01 > 0:29:08Did you actually question in your head, why half upfront before anything's done.
0:29:08 > 0:29:11No, we presumed that was mobilisation.
0:29:11 > 0:29:16Now the big problem of course is...
0:29:16 > 0:29:23by giving them that money, there's every possibility you may well have never seen them again,
0:29:23 > 0:29:26and this happens, believe me.
0:29:26 > 0:29:30I've been in those situations where I've met people
0:29:30 > 0:29:35that have handed over deposits nowhere near as large as that.
0:29:35 > 0:29:40Normally I hear about £5,000 upfront and £10,000 upfront. Half...
0:29:42 > 0:29:44Half that money up front is a lot of money.
0:29:44 > 0:29:47Yes, I understand where you're coming from.
0:29:47 > 0:29:52If these guys are bona fide businesses and have been rolling for a while, they'll have cash flow.
0:29:52 > 0:29:54If they haven't, they're in trouble.
0:29:54 > 0:29:58They'll also have accounts with builders merchants and suppliers.
0:29:58 > 0:30:00A majority of those builders merchants and suppliers
0:30:00 > 0:30:04will have them on a 30-day turnaround, so therefore they'll go
0:30:04 > 0:30:07and buy the product for this particular job and all the supplies
0:30:07 > 0:30:09and they won't have to pay for them for 30 days.
0:30:09 > 0:30:12They are quite literally laughing all the way to the bank,
0:30:12 > 0:30:15taking half that figure upfront before you've even seen their work.
0:30:15 > 0:30:21When Liz and Mike agreed to pay so much money upfront they fell into a common trap.
0:30:21 > 0:30:24You don't pay for a meal in a restaurant before you eat it
0:30:24 > 0:30:27so don't pay your builder before they start, either.
0:30:27 > 0:30:31Instead, sign a contract with a scheduled series of staged payments.
0:30:31 > 0:30:35Only pay after each specified stage of the work is complete.
0:30:35 > 0:30:39Hold back a modest retainer at the end for snagging,
0:30:39 > 0:30:42which, fortunately, Liz and Mike did do.
0:30:42 > 0:30:45Liz and Mike held back £3,500.
0:30:45 > 0:30:50Their builder told them to keep the money and hire someone else to fix HIS problems.
0:30:50 > 0:30:56He had other things on his mind, like putting his feet up and taking a nice long rest.
0:30:56 > 0:31:01Now, Mike, at this stage normally we phone the builder, or attempt to phone the builder,
0:31:01 > 0:31:06but in this case your bad builder has actually gone to Thailand.
0:31:06 > 0:31:13We did manage to track him down, so just briefly, I've got a few of his answers here.
0:31:13 > 0:31:17He said he realises there were problems with the wetroom
0:31:17 > 0:31:19and he tried to put these right,
0:31:19 > 0:31:26but it says here "the Mills wouldn't let the contractors back in the property,
0:31:26 > 0:31:32"even though he realises that they weren't up to standard either.
0:31:32 > 0:31:35And then he said you can keep the rest of the money,
0:31:35 > 0:31:40around £3,300 and get the job done for yourself.
0:31:40 > 0:31:44Is what he's saying there fact, you wouldn't let these guys back on the premises?
0:31:44 > 0:31:52No. the only possible reason for that might be that he wanted to come on a day we weren't here.
0:31:52 > 0:31:58- Right, OK.- That's the only reason. Other than that, we wanted the job completed.
0:31:58 > 0:32:05He's also questioning as well that the problems that were brought up by Building Control
0:32:05 > 0:32:10were sort of blown out of proportion, he doesn't think it's as bad as they're saying it is.
0:32:10 > 0:32:16I'm not an expert. I have to go with what Building Control requires here.
0:32:16 > 0:32:20Exactly, and that is the absolute minimum -
0:32:20 > 0:32:25you've got to go with what Building Control request.
0:32:25 > 0:32:29So he can argue till he's blue in the face, if they don't pass this off
0:32:29 > 0:32:34and give you a completion certificate then it's because it's been done incorrectly.
0:32:34 > 0:32:38Liz and Mike were disappointed when the builder failed to finish the job,
0:32:38 > 0:32:42the problems overshadowed the bits of the build that went well.
0:32:42 > 0:32:46Coming up, I hope Liz and Mike will be wowed by their new wetroom.
0:32:46 > 0:32:49Wow, that's smart.
0:32:51 > 0:32:54We're back in Normanton, Wakefield, now.
0:32:54 > 0:33:00Donna McAlpine wanted to remodel her kitchen to cope with her arthritis, but her cowboy kitchen company
0:33:00 > 0:33:06sent half a kitchen and the bogus fitters, who actually worked in a warehouse, messed up the rest.
0:33:06 > 0:33:11Best friend Liz and son Michael say the whole episode has really upset Donna.
0:33:11 > 0:33:15It's upset her, she's not happy with it.
0:33:15 > 0:33:18She just wants it sorted really and done right.
0:33:18 > 0:33:21I think it's affected her bad to be honest,
0:33:21 > 0:33:23I've seen her cry about it and stuff.
0:33:23 > 0:33:26Hopefully there'll be no more tears now.
0:33:26 > 0:33:30Our good guys are in cooking up a safe, simple-to-use, fully fitted kitchen.
0:33:30 > 0:33:35Tell us what you have done and what you're about to do.
0:33:35 > 0:33:40Right. What we've done is replace the wall units and the two tower units,
0:33:40 > 0:33:44one of them's the oven housing and one's the fridge unit.
0:33:44 > 0:33:47We've done them in cream to give it a retro look
0:33:47 > 0:33:50because we couldn't get the same units as what they had before.
0:33:50 > 0:33:57Well, I love it, actually, so whether it's been by design or by luck, really, it looks great.
0:33:57 > 0:33:59I hope she's going to be happy with it.
0:33:59 > 0:34:06What we've got to finish off is the cornice, plinth, pelmet, and we're about an hour away.
0:34:06 > 0:34:08About an hour away, brilliant.
0:34:08 > 0:34:11I can't wait to show Donna what you've done,
0:34:11 > 0:34:15- I'm sure she's going to love it, but for now, mate, thanks very much.- Cheers.
0:34:15 > 0:34:18So while Andy adds the finishing touches
0:34:18 > 0:34:21I want to find out what Donna has learned from this kitchen chaos.
0:34:21 > 0:34:24What lessons have you learned
0:34:24 > 0:34:29from having a cowboy trades company in your property?
0:34:29 > 0:34:33Well, me personally, I'd look into it more.
0:34:33 > 0:34:37Definitely look into it and find out if anybody's had jobs done
0:34:37 > 0:34:39by the company I'm looking at,
0:34:39 > 0:34:45and have a look at it to make sure it's to my satisfaction and see if it's been done correctly.
0:34:45 > 0:34:47I'm liking that, research is crucial.
0:34:47 > 0:34:52Even if you're looking on the internet, you'll find if there's problems with these companies, OK.
0:34:52 > 0:34:56But remembering about finance, no paying money upfront and that sort of thing.
0:34:56 > 0:34:59- No, I'm not going to do that no more. - Good.
0:34:59 > 0:35:04If they say they want money up front next time, I'll say not to bother, just leave it,
0:35:04 > 0:35:05I'll find somewhere else.
0:35:05 > 0:35:08Well done. You see I'm liking that attitude already. Fantastic.
0:35:08 > 0:35:12- Yes, good.- Now what was this kitchen like before we arrived?
0:35:12 > 0:35:15Pfft, a disaster. Everything was a disaster.
0:35:15 > 0:35:19Cupboards weren't on straight, it was bodged up,
0:35:19 > 0:35:23all wiring weren't done correctly, the sink weren't sealed,
0:35:23 > 0:35:28there were leaking underneath the sink, the cooker hob weren't fixed down properly,
0:35:28 > 0:35:32it was all bare wires showing underneath and you could pick it up.
0:35:32 > 0:35:34It were just everything, I could go on forever.
0:35:34 > 0:35:37Forever, in fact it'd be easier to say what was good.
0:35:37 > 0:35:41- Nothing were good.- I don't think it was, I think you're right there.
0:35:41 > 0:35:46Well, I tell you what, the good guys have been in. I'm about to show you what they've done.
0:35:46 > 0:35:48- Are you ready?- Yes.- Are you sure?
0:35:48 > 0:35:49Come on, let's have a look.
0:35:49 > 0:35:56- Come on, Donna, come and feast your eyes on this, missus.- God.
0:35:56 > 0:36:01We'll just shut the door.
0:36:01 > 0:36:03It's fantastic, I love it.
0:36:03 > 0:36:05That's what it should have been like.
0:36:05 > 0:36:07- That's beautiful.- It is, beautiful.
0:36:07 > 0:36:10I'm loving the retro look that Andy's done.
0:36:10 > 0:36:14- They've really made a lovely job of it.- These cabinets are nice and straight.
0:36:14 > 0:36:16- Yes, they are.- Lovely worktop.
0:36:16 > 0:36:20Yes, it's all been sealed properly, there's no gaps.
0:36:20 > 0:36:22Everything is looking beautiful.
0:36:22 > 0:36:24Your sink...
0:36:24 > 0:36:26- in situ properly now.- Right.
0:36:26 > 0:36:30- Your hob, do you remember what that was like?- Oh, yes, I remember that.
0:36:30 > 0:36:35The other thing as well, your actual fridge door shuts properly now so it's sealed.
0:36:35 > 0:36:39- Yes, I'm not getting no heat in the fridge like I were before.- Exactly.
0:36:39 > 0:36:41- Yes.- So all of that is done.
0:36:41 > 0:36:48- It just looks completely blooming different, doesn't it?- Oh, it does, yes, it's beautiful.
0:36:48 > 0:36:53Donna's crazy kitchen catastrophe is almost behind her now.
0:36:53 > 0:36:57She was delivered half a kitchen and the bogus fitters butchered the rest.
0:36:57 > 0:37:02We've cleverly adapted the good units and added contrasting doors to the ones above.
0:37:02 > 0:37:06Underneath is finished off with a smart tiled splashback.
0:37:06 > 0:37:10We've made the electrics safe and refitted the hob and the sink.
0:37:10 > 0:37:13Finally, we've increased the gap between the fridge freezer and double oven
0:37:13 > 0:37:17to maintain a safe temperature for the chilled food.
0:37:17 > 0:37:22At last Donna has the fully functioning kitchen she spent two years saving up for.
0:37:22 > 0:37:24- Are you chuffed?- Yes, I am.
0:37:24 > 0:37:26- Are you liking that?- Yes.
0:37:26 > 0:37:28Does that make you much happier now?
0:37:28 > 0:37:31- Yes.- Yes.- Yes.- Good. I'm glad!
0:37:32 > 0:37:35We're finishing up back in Edinburgh now.
0:37:35 > 0:37:40Liz and Mike's builder left them with a rubbish ramp and a washout of a wetroom.
0:37:40 > 0:37:43Our team had to completely relay the floor to achieve
0:37:43 > 0:37:46the correct gradients for the water to drain away safely as it should.
0:37:46 > 0:37:50When it's done, Liz should be able to shower, confident she won't slip.
0:37:50 > 0:37:54Finally they can put this bodged job behind them.
0:37:54 > 0:37:58When you're sitting in there and you're looking out,
0:37:58 > 0:38:01you're looking at the ramp and you're looking at the wetroom,
0:38:01 > 0:38:03how are you feeling?
0:38:03 > 0:38:05It's been stressful, hasn't it...
0:38:05 > 0:38:08- You do see her in tears quite often. - ..that it's not been completed.
0:38:08 > 0:38:11I've been told they were going to come and they never did.
0:38:11 > 0:38:14So that in itself is stressful.
0:38:14 > 0:38:16I like somebody to be upfront.
0:38:16 > 0:38:22As far as the extension is concerned, until such time as it's been sorted out
0:38:22 > 0:38:29we can't actually relax, knowing that, OK ,it's done, because we just never know.
0:38:29 > 0:38:35We knew there was going to be upheaval to get things fixed so we're constantly waiting for
0:38:35 > 0:38:41the upheaval, so there's nothing we can do of a permanent nature until the problem's been sorted.
0:38:41 > 0:38:45The wait is over but before I show Liz and Mike what our good guys are capable of,
0:38:45 > 0:38:48'I wonder what they've learned from the whole experience.'
0:38:48 > 0:38:52I want to know what it is that you've learned from having
0:38:52 > 0:38:56a cowboy builder in your property and what you'd do differently next time.
0:38:56 > 0:38:59So whether it was a builder, electrician, plumber,
0:38:59 > 0:39:03any of the trades really, what would you do differently, Liz?
0:39:03 > 0:39:10I'd look into the backgrounds of them, do some research on their previous work.
0:39:10 > 0:39:16The more haste, less speed of trying to get the job done very quickly is counterproductive.
0:39:16 > 0:39:21With Liz's situation, I understand you needed that,
0:39:21 > 0:39:25getting it done quickly, but I also agree with exactly what you've said.
0:39:25 > 0:39:28If you can just pace yourself a little bit
0:39:28 > 0:39:32and do all your research factors first, and that way you won't end up falling in the trap again.
0:39:32 > 0:39:36I know by looking at you guys and talking to you that I don't think you will anyway,
0:39:36 > 0:39:40I think you'll be far more savvy this time around and more switched on.
0:39:40 > 0:39:47Now before I show you what the good guys have done, just tell me what the problems were in that wetroom,
0:39:47 > 0:39:50especially for you, Liz, because I know there was a big problem.
0:39:50 > 0:39:57Well, the floor was not properly graded, so there were lots of puddles and lumps and bumps in it.
0:39:57 > 0:40:02And of course you had the problem with that window and everything else, didn't you, before.
0:40:02 > 0:40:07Yes, the windowpanes, which had always been promised for an exchange,
0:40:07 > 0:40:10it had white marks in it in the gaps.
0:40:10 > 0:40:15So hopefully we've done that exchange and we'll soon find out.
0:40:15 > 0:40:18OK, so are you ready to come take a look with me?
0:40:18 > 0:40:25- I definitely am.- Yes, please. - Let's go. Liz, you come first with me, in you go.
0:40:25 > 0:40:31Wow, isn't that smart? I love it.
0:40:31 > 0:40:34- Do you like that?- Yes, very smart.
0:40:34 > 0:40:36Now then, what a difference.
0:40:36 > 0:40:42- What a difference.- The whole floor has been regraded so that the water
0:40:42 > 0:40:49now will wick away to that drain, so you won't get pools of water all over the place.
0:40:49 > 0:40:52That window you were talking about, Mike.
0:40:52 > 0:40:55Yes, no white marks there.
0:40:55 > 0:40:59No white marks in it at all, and where you had the leak problem here that was causing grief
0:40:59 > 0:41:03- to the timbers underneath, that's all been sealed away too. - They've sealed that as well.
0:41:03 > 0:41:11- This is now an area that, Liz, it's so important for me, that you can use safely.- Yes.
0:41:11 > 0:41:15That you can come in and have peace of mind. I think it's critical.
0:41:15 > 0:41:19Liz and Mike's builder didn't finish the job - it's a common complaint.
0:41:19 > 0:41:21The water on the wetroom floor didn't drain.
0:41:21 > 0:41:24It was a danger for Liz and damaging to their home.
0:41:24 > 0:41:29We've relevelled the entire floor so the water flows away just as it should.
0:41:29 > 0:41:34There'll be no risk of slipping and sliding in here with this safe new floor covering.
0:41:34 > 0:41:38Mike's bugbear has been fixed, too, with new glass in the double-glazed unit,
0:41:38 > 0:41:42no trace of the marks which were a daily reminder of all the problems.
0:41:42 > 0:41:46So, how are you feeling, what are your thoughts now, Liz?
0:41:46 > 0:41:48Oh, fantastic, thank you.
0:41:48 > 0:41:51- What about you, Mike?- Can we have a list of your builders please?
0:41:51 > 0:41:53Of course, they're out there.
0:41:53 > 0:41:55This is the thing...
0:41:55 > 0:41:56Ahhh!
0:41:56 > 0:42:01Come on, young Liz, come on, give us a hug, give us a hug.
0:42:04 > 0:42:11- You'll be happier now. - Tears of joy. Thank you.
0:42:11 > 0:42:15Tears of joy, that's what we want. It's a pleasure, really.
0:42:15 > 0:42:18Thank you very much indeed.
0:42:18 > 0:42:21You're lovely, give her a hug.
0:42:21 > 0:42:23- It's been nice.- Thank you very much.
0:42:23 > 0:42:26- It's a pleasure. - You're allowed lots of hugs
0:42:26 > 0:42:31You know, a safe wetroom will really help put Liz and Mike's worries behind them,
0:42:31 > 0:42:37and Liz can put her best foot forward while we've got those cowboy builders on their toes.
0:42:37 > 0:42:41But remember, if you want a job doing right, please make sure your builders
0:42:41 > 0:42:46have got the right experience for the job, and that way you won't go falling into the Cowboy Trap.
0:42:52 > 0:42:55Subtitles by Red Bee Media Ltd
0:42:55 > 0:42:58E-mail subtitling@bbc.co.uk