0:00:04 > 0:00:09We're trawling Britain, tracking down dodgy building disasters.
0:00:09 > 0:00:11In my eyes, it was fraud and theft.
0:00:11 > 0:00:16Cowboy builders and rogue traders are running riot throughout Britain
0:00:16 > 0:00:19and they could be coming to a town near you.
0:00:19 > 0:00:24My gut feeling was telling me I shouldn't go into this,
0:00:24 > 0:00:27and I ignored it, unfortunately.
0:00:27 > 0:00:33We've got a team of good guys ready and waiting to correct these cowboy calamities.
0:00:33 > 0:00:34Oh, wow,
0:00:34 > 0:00:37my little kitchen.
0:00:37 > 0:00:38Oh, great.
0:00:38 > 0:00:45I'm here to give you advice and top tips that will hopefully prevent you from falling into the cowboy trap.
0:00:54 > 0:01:00Today we're hearing from two women who both believe they've fallen into the cowboy trap.
0:01:00 > 0:01:05We'll meet the lady who thought she was getting her extension at a special price
0:01:05 > 0:01:07because the neighbours were extending too.
0:01:07 > 0:01:12It wasn't long before she began to regret her hasty decision.
0:01:12 > 0:01:17When I started noticing the water that was coming through the wall, that was wrong.
0:01:17 > 0:01:22And when Naz hired builders to refit her kitchen and bathroom
0:01:22 > 0:01:26the job went so wrong she was unable to live in her own home.
0:01:26 > 0:01:30I've been actually staying at my elderly mother's place
0:01:30 > 0:01:33but I anticipated being able to be here by now.
0:01:36 > 0:01:38First up we're in Thames Ditton, Surrey,
0:01:38 > 0:01:42to help recently retired campaigns worker Jan Crouch.
0:01:42 > 0:01:46Seven years ago her neighbours were planning a new extension and she decided it was such a good
0:01:46 > 0:01:52improvement to the property she would ask the builder to do the same for her.
0:01:52 > 0:01:56The extra space would even allow her to have a brand-new kitchen and bathroom.
0:01:56 > 0:02:00And he said "Oh, if you do that I'll give ever such a cheap quote for you
0:02:00 > 0:02:03"because it's cheaper to do two houses at the same time."
0:02:03 > 0:02:10So he said he could do so much for about £69,000,
0:02:10 > 0:02:15so I decided then, "Oh, I think I'll have a double extension."
0:02:15 > 0:02:20Jan's neighbours had chosen the builder so she thought she'd better do some checks.
0:02:20 > 0:02:24Daughter Denise thought her mum was doing the right thing.
0:02:24 > 0:02:29She had looked at the builder's property so she had seen what she thought was the quality of the work
0:02:29 > 0:02:34because apparently he had done his own property and so she went round to see the property, she thought she
0:02:34 > 0:02:40was doing the right thing by doing that because I think it's quite advisable to see a builder's work.
0:02:41 > 0:02:44And she knew that next door were having their property so
0:02:44 > 0:02:49she felt she was in quite a safe position with regards to having the work done.
0:02:49 > 0:02:53The neighbours were friends with the builder but Jan was less enamoured with him.
0:02:53 > 0:02:58She grew frustrated when he was slow to provide a detailed schedule of works.
0:02:58 > 0:03:02We kind of got alarm bells ringing because when the
0:03:02 > 0:03:07builder said he would meet her and come round to show her a schedule of work he wouldn't turn up.
0:03:07 > 0:03:12When he did, it was handwritten and barely legible and there wasn't much information there.
0:03:12 > 0:03:15He sent me a very sketchy quote
0:03:15 > 0:03:18so I wrote him a letter back
0:03:18 > 0:03:21and said "your quote is rather sketchy,
0:03:21 > 0:03:26"you haven't said all the things that you promised me you are going to do."
0:03:26 > 0:03:32You know, rewiring the house, making sure a Corgi fitter does
0:03:32 > 0:03:37the central heating.
0:03:37 > 0:03:43He then renewed his quote, clarifying what I'd asked him to do.
0:03:43 > 0:03:51The builder's renewed quote was for £69,320 and Jan agreed the work could go ahead.
0:03:51 > 0:03:54She was unable to live in the house during the work
0:03:54 > 0:03:59but when she did visit she was very upset by the sight that greeted her.
0:03:59 > 0:04:04I do have a vivid memory of when I came round the house with my mum, she was very, very upset.
0:04:04 > 0:04:09I think at this stage my husband had tried to support her by entering
0:04:09 > 0:04:14negotiations with the builder to try and rectify things that weren't going according to plan.
0:04:14 > 0:04:18But I just had this nagging gut feeling that kept hitting me
0:04:18 > 0:04:25and I had some friends come round, he was an architect, so he said, "I'll just measure up if you like."
0:04:25 > 0:04:27And he looked at the plans and measured up and he said,
0:04:27 > 0:04:30"Oh, they haven't taken the breast out above the bathroom."
0:04:30 > 0:04:34And the builder said, "How dare you?
0:04:34 > 0:04:39"How dare you get someone in to look at my work?
0:04:39 > 0:04:45"How dare you?" And I said, "But it's my house,
0:04:45 > 0:04:50"it's my house, I can do what I want, it's my house."
0:04:50 > 0:04:54Jan's builder was in no mood for other people's opinions of his work
0:04:54 > 0:04:57and he threatened to walk off the job.
0:04:57 > 0:05:00He said, "Look I have to go and see my solicitors.
0:05:00 > 0:05:03"I think I've used the money up now, I'm going."
0:05:03 > 0:05:09And with the house half finished and the front half opened and everything,
0:05:09 > 0:05:15I couldn't let that happen, so I just had to let him carry on.
0:05:15 > 0:05:20Jan was stuck because by this stage she had paid her builder most of the money.
0:05:20 > 0:05:24Follow my tip to stay in control of your building project.
0:05:24 > 0:05:28Hold on to your money if you want to keep control of your builder.
0:05:28 > 0:05:33Only pay after each stage of the work is completed to your satisfaction.
0:05:33 > 0:05:39If you do decide it's time to show your builder the door, you'll still have the funds to start again.
0:05:39 > 0:05:42Jan's build continued but not without hiccups.
0:05:42 > 0:05:47When she had her new kitchen designed from the architect's plans she was in for a shock.
0:05:47 > 0:05:49The units wouldn't fit.
0:05:49 > 0:05:54It turned out the kitchen was also... the extension was six inches too
0:05:54 > 0:05:58short at the back so that's why everything wasn't fitting in.
0:05:58 > 0:06:03By the time the builder left Jan was a nervous wreck.
0:06:03 > 0:06:05I remember she was shaking,
0:06:05 > 0:06:10she wouldn't stop shaking, so I knew the effect it had on her
0:06:10 > 0:06:14physically was making her very ill and very drained because, you know, she's a woman on her own.
0:06:14 > 0:06:18So when I saw my mum as ill as she was and when
0:06:18 > 0:06:24it had the effect it had on her that it did, it was really traumatic and it made you feel very, very angry.
0:06:25 > 0:06:31Jan believes she's been a victim of cowboy builders and this has left her emotionally unstable.
0:06:31 > 0:06:35It's time for me to meet the lady in question and find out more.
0:06:43 > 0:06:45- Hello.- Hi, are you Jan?
0:06:45 > 0:06:48- Yes, I am.- I hear you've had problems with cowboy builders.
0:06:48 > 0:06:51- Do you mind showing me around the problems that you have had?- Yes.
0:06:51 > 0:06:53Can I show you out the front first?
0:06:53 > 0:06:57Brilliant, if you would do. This is all part of the original extension?
0:06:57 > 0:07:00- Yes.- OK, Jan, let's have a look.
0:07:00 > 0:07:05- Right, when they first did the guttering...- Yeah.
0:07:05 > 0:07:09they didn't put a downpipe in it at all.
0:07:09 > 0:07:14Once they did put a downpipe on it
0:07:14 > 0:07:17they didn't have a drain there.
0:07:17 > 0:07:19So the water was just flooding.
0:07:19 > 0:07:21Well, there's obviously a soakaway now that's been put in.
0:07:21 > 0:07:24- Yes.- OK, so that's all remedial work since the job was done.
0:07:24 > 0:07:28- Yes.- Yeah. OK, so shall we go and have a look upstairs at any of the problems you've got there?
0:07:28 > 0:07:29Yes.
0:07:33 > 0:07:36I'll go into the bathroom first.
0:07:36 > 0:07:42I was getting a lot of leaks down below going down into my lounge
0:07:42 > 0:07:49- so I had some contractors put from this rim onwards...- Yeah.
0:07:49 > 0:07:52put tiling right up and right round,
0:07:52 > 0:07:54mastic all round the bath.
0:07:54 > 0:07:57So this has been done after.
0:07:57 > 0:08:01- After.- Yes.- I had to pay contractors in to do that.
0:08:01 > 0:08:04- OK, so that was extra money cost to you.- Oh, yes.
0:08:04 > 0:08:07And are you experiencing any leaks now since they've done that work?
0:08:07 > 0:08:12- Yes. I still get staining on my lounge ceiling.- OK.
0:08:12 > 0:08:14This is a chimney breast here.
0:08:14 > 0:08:19On the constructual plans, this was meant to be taken out.
0:08:19 > 0:08:21Continues down below, does it?
0:08:21 > 0:08:25- No it doesn't.- Oh. So why didn't they take it out?
0:08:25 > 0:08:28- You don't know.- I don't know.- OK.
0:08:28 > 0:08:29They were required to but they didn't do it.
0:08:29 > 0:08:33You've got a good 18 inches there. You could have had extra space.
0:08:33 > 0:08:38You've done so well, Jan, seriously, to have all this work, remedial work done, in that time.
0:08:38 > 0:08:43When her architect friend pointed out the chimney breast should have been removed
0:08:43 > 0:08:45Jan lost trust in her builder.
0:08:45 > 0:08:49Understandably she began to question the quality of all of his work.
0:08:49 > 0:08:56- Ah, I see.- You can see these were previous leaks but this round one
0:08:56 > 0:08:58is leaks that have happened recently.
0:08:58 > 0:09:05- Well, it seems dry at the moment but we need to get a moisture meter on that really.- Yeah.
0:09:05 > 0:09:07And just find out what it's like.
0:09:07 > 0:09:08We'll get a damp meter on that.
0:09:08 > 0:09:13Finally, the stress of the build and problems at work collided.
0:09:13 > 0:09:17Jan was off work and very worried the money she'd spent making
0:09:17 > 0:09:19improvements to her house had actually devalued it.
0:09:19 > 0:09:26I've seen builds like this before where the bad memories far outweigh the problems.
0:09:26 > 0:09:29Here's my tip if you're worried about your building work.
0:09:29 > 0:09:33Call in the experts. Your local authority Building Control Officer
0:09:33 > 0:09:37can advise if the work meets all the building regulations.
0:09:37 > 0:09:41If the job is complex or you plan legal action you can also commission
0:09:41 > 0:09:44an independent surveyor to produce a report.
0:09:44 > 0:09:48I want to help Jan conclude once and for all whether her extension
0:09:48 > 0:09:52was built by a cowboy or a competent builder.
0:09:52 > 0:09:58Jan has handed over almost £70,000 and she's really not happy with the results.
0:09:58 > 0:10:01I've had a chance to have a quick look around and I'm not fully convinced that
0:10:01 > 0:10:06this is a cowboy builder job so I'm going to get in our experts and see what they've got to say about it.
0:10:12 > 0:10:17I've called in local builder Andy to give Jan's extension a thorough once over.
0:10:17 > 0:10:20He'll be checking the plumbing, the roof and the guttering to see
0:10:20 > 0:10:22if water is leaking into Jan's living room.
0:10:22 > 0:10:26Coming up, I'll be bringing in an independent chartered surveyor
0:10:26 > 0:10:28to give his verdict on Jan's builder's work.
0:10:28 > 0:10:34Well, I have come across some nightmare situations and this doesn't come anywhere near some of those.
0:10:35 > 0:10:39We're off to central London now. Here, another lady living alone
0:10:39 > 0:10:43has had her dreams shattered by a cowboy builder.
0:10:43 > 0:10:49Naz Nadeem has a very compact studio apartment in the West End which she's owned for almost 20 years.
0:10:49 > 0:10:53She's been working in the Middle East as a teacher for the last few years but now her parents
0:10:53 > 0:10:59have grown old and need her help so she's come back to her little nest.
0:10:59 > 0:11:01It was time to upgrade the flat.
0:11:01 > 0:11:04The bathroom and kitchen were very, very tired.
0:11:04 > 0:11:09Naz's studio desperately needed a makeover and now her sick mum
0:11:09 > 0:11:15needed her in London full-time, so she scoured the web to try and find a local builder.
0:11:15 > 0:11:20The builder whom I chose, he persuaded me somehow to give him the job.
0:11:20 > 0:11:25He said, "Look at my website, I've got photos on there, I've got reviews on there,
0:11:25 > 0:11:30"I've been working in this field for several years.
0:11:30 > 0:11:35Naz did get a range of quotes but she didn't check any of the builder's references.
0:11:35 > 0:11:37Follow my tip.
0:11:37 > 0:11:40Be very wary of internet reviews.
0:11:40 > 0:11:44Anyone can put up their own website and write their own glowing customer comments.
0:11:44 > 0:11:48The only reviews that matter are the ones you get yourself
0:11:48 > 0:11:52by speaking to your builder's previous customers.
0:11:52 > 0:11:59And Naz was about to break another rule of mine, pay AFTER the work is done, not BEFORE.
0:11:59 > 0:12:03We agreed to a payment plan which was
0:12:03 > 0:12:05three payments.
0:12:05 > 0:12:10One at the beginning, one in the middle and one at the end.
0:12:10 > 0:12:14For £5,000 the builder would supply the bathroom suite,
0:12:14 > 0:12:17the kitchen units and the electrical appliances.
0:12:17 > 0:12:19He would install and do the tiling.
0:12:19 > 0:12:23Naz wrote out cheques totalling £3,000.
0:12:23 > 0:12:28She even allowed the builder to wait for the first cheque to clear before he started work.
0:12:28 > 0:12:33But two weeks in, Naz was concerned by the builder's lack of progress.
0:12:33 > 0:12:37He hadn't managed to even finish the bathroom, which he was supposed to complete first.
0:12:37 > 0:12:40The place was still looking an absolute mess,
0:12:40 > 0:12:42the electrics were all over the place,
0:12:42 > 0:12:47and at that stage I was getting really, really, really worried
0:12:47 > 0:12:52because it was almost two weeks and nothing was done.
0:12:52 > 0:12:55Part way through the job the 24-hour porters
0:12:55 > 0:13:00in the lobby of Naz's apartment block were also getting suspicious.
0:13:00 > 0:13:06I started talking to the porters and they said, "Look, the job is not OK, you're going to have to now
0:13:06 > 0:13:10"really be straight with the guy and ask him what he plans to do with it."
0:13:10 > 0:13:18So I started asking him more questions and he then said I was being fussy.
0:13:18 > 0:13:23In hindsight, I'm thinking back, he had decided that he was going to leave the job.
0:13:23 > 0:13:27Naz was about to get the news she was dreading.
0:13:27 > 0:13:31The porters phoned her to say the builder had taken all the new appliances out of her flat.
0:13:31 > 0:13:35The next thing I heard was a call
0:13:35 > 0:13:41from the porter, saying, "Naz, I'm sorry but he's actually run away from the job."
0:13:41 > 0:13:47He's run away and he's taken everything,
0:13:47 > 0:13:49including the appliances that were bought.
0:13:49 > 0:13:53Now the builder wouldn't respond to any of her calls or emails.
0:13:53 > 0:13:57Her kitchen and bathroom lie in ruins.
0:13:57 > 0:14:01Naz has had this flat for nearly 20 years now, and her dreams for a
0:14:01 > 0:14:07modern stylish kitchen and bathroom had just gone straight down the pan thanks to a cowboy builder.
0:14:07 > 0:14:10I'm going to meet the lady in question and find out more.
0:14:13 > 0:14:17Clive, do you want to come through here and I'll show you what
0:14:17 > 0:14:21condition the kitchen has been left in.
0:14:21 > 0:14:25I tell you what, it's an obstacle course in this property, that's for sure.
0:14:25 > 0:14:29- Yes, it's quite hazardous, as you can see.- This is the kitchen.
0:14:29 > 0:14:33- This is the kitchen.- There's enough room for me and me only.- Yes.
0:14:33 > 0:14:38- There's no cat to be swung in here. - True.- Wow. But it is looking a mess.
0:14:38 > 0:14:40What was the remit? What did you want them to do?
0:14:40 > 0:14:47They stripped out the old kitchen, um...and these were actually
0:14:47 > 0:14:51- the units that he was planning on using.- No!- These are new units,
0:14:51 > 0:14:58um, so you can see he hasn't even respected his own stuff that he's brought in. You can see...
0:14:58 > 0:15:03- No, this is your stuff. This is your stuff, I'd imagine. - That I've paid for.- That's terrible.
0:15:03 > 0:15:07'Everything's been left in a mess,
0:15:07 > 0:15:10'but worse than that, it's dangerous.'
0:15:10 > 0:15:15The condition of the electrics is really abominable.
0:15:15 > 0:15:19- Don't go anywhere near them.- No. - Because that is looking rough.
0:15:19 > 0:15:24I mean, rather than using terminal blocks or any junction boxes
0:15:24 > 0:15:29on the cables, all he's used is insulation tape. That's not good.
0:15:29 > 0:15:33The cowboy left this diagram on the floor,
0:15:33 > 0:15:36- so I don't know whether that tells you anything.- So this is the...
0:15:36 > 0:15:39OK, well, I'll tell you what it does tell me.
0:15:39 > 0:15:42He didn't know anything about electrical work, that's for sure,
0:15:42 > 0:15:45because somebody qualified would know this up here.
0:15:45 > 0:15:51They wouldn't need to write it - blue is the neutral, brown is live and green-yellow is the earth.
0:15:51 > 0:15:54- That would be for someone like me. - It would,
0:15:54 > 0:15:56- although you wouldn't attempt to touch it anyway.- No.
0:15:56 > 0:16:02- It sounds like he's rung somebody or just gone on the internet to see what these colours mean.- God.
0:16:02 > 0:16:07I'll tell you what it does mean, I reckon that means life and death. It's as simple as that.
0:16:07 > 0:16:11These guys go fiddling around with things that they know nothing about
0:16:11 > 0:16:15and they leave people's houses, but them most of all in danger.
0:16:15 > 0:16:21And this is where you get all of this nonsense going on. It's just absolutely hideous.
0:16:21 > 0:16:27That tells me so much about this character - that he was never qualified to do electrical work.
0:16:28 > 0:16:32'These dangerous electrics are a serious hazard,
0:16:32 > 0:16:36'and the state they've left the bathroom in is no better.'
0:16:36 > 0:16:41Clive, here's the bathroom, or, um...the bathroom to be.
0:16:41 > 0:16:43Wow.
0:16:43 > 0:16:46- Yes. Wow.- Oh, dear.
0:16:48 > 0:16:51I'm sort of lost for words.
0:16:51 > 0:16:55Did they leave the tiles like this, Naz?
0:16:55 > 0:16:57Believe it or not, um, they...
0:16:57 > 0:17:02- their first attempt at tiling was worse than this one.- What?!
0:17:02 > 0:17:04Yes. So this was his second attempt.
0:17:04 > 0:17:11OK, it is pretty poor, to say the least, and I'm also concerned with the way the cables are again,
0:17:11 > 0:17:15because, just outside the door, you've got cables there
0:17:15 > 0:17:19coming from the actual socket and they're running right under the bath
0:17:19 > 0:17:22and I don't even know where they're going.
0:17:22 > 0:17:28The way they've actually done this is crazy. There's danger lurking everywhere.
0:17:28 > 0:17:31- We'd better get out of here. - I think we better had. Come on.
0:17:32 > 0:17:36'This is a tiny flat, but it's going to be a very big job.'
0:17:36 > 0:17:41I think it's high time we sorted out Naz's bathroom and kitchen in this flat,
0:17:41 > 0:17:45so she can do what she's supposed to do - enjoy living in it.
0:17:45 > 0:17:49It's time for me to go and find the good guys and get them started.
0:17:56 > 0:18:00Coming up, what would Naz like to say to this clueless builder?
0:18:00 > 0:18:06Why did he portray himself as an experienced builder when it's so obviously not the case?
0:18:08 > 0:18:14We're back in Surrey now, hoping to help Jan Crouch put her bad building memories to rest.
0:18:14 > 0:18:17Seven years ago, she had an extension built,
0:18:17 > 0:18:21but to this day, she still believes she was the victim of cowboys.
0:18:21 > 0:18:24Her neighbours were friends with the builder and Jan thinks
0:18:24 > 0:18:28he skimped on her job to concentrate on the extension he was building for them.
0:18:28 > 0:18:32If you think your builder's gone wrong, call in the experts.
0:18:32 > 0:18:35And that's exactly what we're doing today.
0:18:35 > 0:18:37Nigel Simpson is an independent chartered surveyor
0:18:37 > 0:18:42- and he's come to give his verdict. - Apparently, there is a completion certificate
0:18:42 > 0:18:45to state that it's all been completed satisfactorily.
0:18:45 > 0:18:52- OK.- The standard of the work is not high, it is relatively poor. I would say the...
0:18:52 > 0:18:54Finishing-wise or construction-wise?
0:18:54 > 0:19:00Mainly finishing-wise. We can't expose the structure and find out if the foundations are adequate.
0:19:00 > 0:19:03- But it had a completion certificate. - Yeah. And there's no sign
0:19:03 > 0:19:08of any significant structural movement to indicate the foundations are inadequate,
0:19:08 > 0:19:12but the detailing on the rear roof is not ideal,
0:19:12 > 0:19:17the flashing isn't taken fully into the render on the brick work or block work.
0:19:17 > 0:19:21There are issues with the external render on the rear elevation,
0:19:21 > 0:19:24but that's not causing water ingress into the house.
0:19:24 > 0:19:32Now, you got your damp meter out with its probes. What did you find when you were probing around?
0:19:32 > 0:19:35- Did it register any damp? - I tested with my damp meter and...
0:19:35 > 0:19:38it didn't register any dampness, so that dampness
0:19:38 > 0:19:42- probably occurred some time ago and may have been rectified.- OK.
0:19:42 > 0:19:46So, as you generally look around the property normally,
0:19:46 > 0:19:50what is your mark out of ten for the work that's been carried out?
0:19:50 > 0:19:54The finishing work, I think, would probably four to five out of ten.
0:19:54 > 0:19:59The standard of the main work is probably six, but the finishing is four to five.
0:19:59 > 0:20:03- So four to five for the finishing? - Yes.- Six for the main work?- Yes.
0:20:03 > 0:20:09And, in your opinion, would you have considered this guy to be a cowboy builder?
0:20:09 > 0:20:12I don't think so. I've come across... I do lots of surveys
0:20:12 > 0:20:17and I have come across some nightmare situations and this doesn't come anywhere near some of those.
0:20:17 > 0:20:21Six out of ten. Now that's not a bad score,
0:20:21 > 0:20:24but he's right - the finish just isn't up to scratch.
0:20:24 > 0:20:29There were problems with the roof when Jan's extension was first built
0:20:29 > 0:20:33but the builders did come back and do remedial work on the roof and drainage.
0:20:33 > 0:20:36We've called in local builder, Andy Stevens,
0:20:36 > 0:20:40to go over the property with a fine tooth comb looking for leaks.
0:20:40 > 0:20:43While he runs through the tests, I track back with Jan
0:20:43 > 0:20:47to find out why she lost all confidence in her builder.
0:20:47 > 0:20:49Did you pay any money up front?
0:20:49 > 0:20:53Once I accepted his work, I had to give him £5,000.
0:20:53 > 0:20:57Right. You don't know why you had to give him £5,000?
0:20:57 > 0:21:01Well, um, that was to say that the work would go ahead.
0:21:01 > 0:21:08- But I didn't want the work to go ahead until I got the schedule of works and...- You are so right.
0:21:08 > 0:21:11And I was getting chased by the neighbours.
0:21:11 > 0:21:16- Because the neighbours wanted to get started.- Yes, and they were getting annoyed with me,
0:21:16 > 0:21:21so I said, I'm sorry, I'm just waiting for this important documentation from him.
0:21:21 > 0:21:24You are so right. You should not be pressured.
0:21:24 > 0:21:28- If linking with a neighbour or just having your own extension, don't be pressured.- No.
0:21:28 > 0:21:33- It's a lot of money to be handing over.- I know.- Nearly £70,000.
0:21:33 > 0:21:36Interestingly enough, though, most importantly to me,
0:21:36 > 0:21:40you let them carry on work, you let them start, even though
0:21:40 > 0:21:45you felt within your own mind that you weren't ready,
0:21:45 > 0:21:48you felt pressured, not just with your neighbour, but the builder too.
0:21:48 > 0:21:53Jan found managing a big building project very stressful.
0:21:53 > 0:21:58Take my tip - don't carry the burden of your build alone.
0:21:58 > 0:22:02Having major work done can be very stressful and disruptive.
0:22:02 > 0:22:05There a lots of decisions to make and bills to be paid.
0:22:05 > 0:22:09If you're unsure how to proceed, talk through the options
0:22:09 > 0:22:11with someone whose opinions you value and trust.
0:22:13 > 0:22:15Jan turned to her daughter and son-in-law for help.
0:22:15 > 0:22:19The new roof leaked, but she couldn't make the builders listen.
0:22:19 > 0:22:24Long negotiations began to get the roof and electrics fixed.
0:22:24 > 0:22:27My daughter's husband, he was negotiating with them,
0:22:27 > 0:22:33so I think he helped coax them into doing a bit more work,
0:22:33 > 0:22:36although they left the... the roof flat
0:22:36 > 0:22:40and water was pouring through the ceiling and everything, but he was trying his best.
0:22:40 > 0:22:47Each time you'd said to them, "That has to be done, and that," they came back and did what?
0:22:47 > 0:22:50It wasn't until two years later
0:22:50 > 0:22:55- they ended up putting...renewing the roof above the kitchen.- OK.
0:22:55 > 0:23:01And I think it was two years later when they earthed the place.
0:23:01 > 0:23:05Jan commissioned a surveyor to detail the problems.
0:23:05 > 0:23:09His report gave the family evidence they needed to negotiate with the builders.
0:23:09 > 0:23:13This forced him to rectify the mistakes.
0:23:13 > 0:23:19I went to my solicitors and they recommended this chartered surveyor to come and help me.
0:23:19 > 0:23:26It was up to £48,000, nearly £50,000 worth of remedial work,
0:23:26 > 0:23:29that he said had to be done,
0:23:29 > 0:23:34so you can imagine how worried I was at the time.
0:23:34 > 0:23:39Jan did a very effective job when she commissioned an expert's report.
0:23:39 > 0:23:46The expert's criticisms of the roof, drainage and the wiring persuaded Jan's original builder to come back
0:23:46 > 0:23:49and carry out remedial work at his own expense.
0:23:49 > 0:23:53Today I hope will prove to Jan his work did make good the problems.
0:23:53 > 0:23:57Coming up, I hope we can finally reassure Jan so that she can
0:23:57 > 0:24:01- get on with her life and put the build behind her.- Thank you.
0:24:05 > 0:24:11Back in Central London, Naz Nadeem has definitely suffered at the hands of cowboy builders.
0:24:11 > 0:24:14She paid for a stylish modern kitchen and bathroom,
0:24:14 > 0:24:17but was left in such a state, she's had to move out of her own home.
0:24:17 > 0:24:23Before we get the good guys in, I want to call in independent chartered surveyor Martin Bates
0:24:23 > 0:24:27to cast his expert eye over Naz's studio apartment shambles.
0:24:27 > 0:24:31What have you seen that really isn't to your liking?
0:24:31 > 0:24:35Um, I mean, generally, the whole of the project is unfinished,
0:24:35 > 0:24:39but the bits that have been done have been done very poorly.
0:24:39 > 0:24:44Electrics are definitely a little bit dodgy. We've got a spur off point
0:24:44 > 0:24:48coming in from outside of the room disappearing under the bath.
0:24:48 > 0:24:52Not quite sure what it does, I think it's some sort of earthing cable.
0:24:52 > 0:24:56- I know what it could do. - I know.- That's for sure with water.
0:24:56 > 0:24:59- I don't like the look of that either, that looks awful.- Yeah.
0:24:59 > 0:25:03- It's just generally in a very poor state.- Yeah, very poorly done.
0:25:03 > 0:25:08Now in terms of the builder's skills, or not, I think I know what he's skilled best at.
0:25:08 > 0:25:14- Mmm.- But in terms of his skills, what mark out of ten would you give for the work he's carried out?
0:25:14 > 0:25:20I think probably a two, um, one for turning up and one for bringing the materials along.
0:25:20 > 0:25:23The rest is pretty poor.
0:25:23 > 0:25:26That is a real sad indictment, isn't it, on his business?
0:25:27 > 0:25:31Two out of ten? Now, Naz is a teacher and that would be a fail.
0:25:32 > 0:25:37The good guys are raring to go, ready to refit the kitchen and bathroom.
0:25:37 > 0:25:40Simon is leading the team, so what's the plan of action?
0:25:40 > 0:25:43So, Simon, what is the plan?
0:25:43 > 0:25:46- We'll take all this lining paper off...- Yeah.
0:25:46 > 0:25:51They've left these tiles up. This wiring needs to be looked at straight away as well, really.
0:25:51 > 0:25:54I'm concerned about the wiring. This electricity in here,
0:25:54 > 0:25:58the electrical work is poor, to say the least. That has to be addressed.
0:25:58 > 0:26:02Our electrician will probably be here tomorrow, I think, to put that right.
0:26:02 > 0:26:07- OK. So strip back... - Strip back.- The whole thing... - And start again, literally.
0:26:07 > 0:26:12'The electrics in this apartment are lethal, in both the kitchen and the bathroom.'
0:26:12 > 0:26:17Where a light fitting is right above the bath, it's zone one, or classed as zone one.
0:26:17 > 0:26:21This particular fitting here is an open three-spot light fitting.
0:26:21 > 0:26:24It's not good, particularly where moisture is involved.
0:26:24 > 0:26:27You need a totally enclosed fitting that's IP protected,
0:26:27 > 0:26:31which means ingress protection, stopping that moisture getting in.
0:26:31 > 0:26:36We'll have to leave the apartment so Simon and the team can get stuck in.
0:26:36 > 0:26:39'Naz and I are off in search of some peace and quiet,
0:26:39 > 0:26:44'so I can find out if her cowboy showed her any evidence he was a bona fide builder.'
0:26:44 > 0:26:47Was he qualified to do the electrical work?
0:26:47 > 0:26:50Do you know if he was?
0:26:52 > 0:26:57I did take him on face value. He showed me some sort of
0:26:57 > 0:27:02building insurance that he had.
0:27:02 > 0:27:05- Liability insurance.- Yes. - When did you realise, then,
0:27:05 > 0:27:08that it was really going completely belly up?
0:27:08 > 0:27:13They'd been in there a couple of weeks and then, of course,
0:27:13 > 0:27:17I'd been notified by the people in the building, including the porters,
0:27:17 > 0:27:22- the security men, there were leaks going into the flat below.- Oh, dear.
0:27:22 > 0:27:23How was that put right?
0:27:23 > 0:27:30Well, um...the builder was, er...very quickly notified.
0:27:30 > 0:27:33He went down and had a look at the flat below and I think he did
0:27:33 > 0:27:39do some waterproofing or put something there to stop the leaking.
0:27:39 > 0:27:45Luckily for Naz, the water leak wasn't serious and there was no lasting damage to flat below.
0:27:45 > 0:27:47Always check your builder
0:27:47 > 0:27:49has up-to-date public liability insurance.
0:27:49 > 0:27:52This is especially important if their mistakes
0:27:52 > 0:27:55could cause damage to neighbouring properties or your own home.
0:27:55 > 0:27:59The builder's insurance, not yours, should pay for any damage.
0:27:59 > 0:28:03I wonder what Naz would like to say to her builder now.
0:28:03 > 0:28:08If you had the opportunity to speak to him right now, what questions would you like to ask him?
0:28:08 > 0:28:11Because he has a lot to answer for.
0:28:11 > 0:28:15I'd like to ask him why he treated me like that
0:28:15 > 0:28:19and betrayed my trust, because I really did trust him.
0:28:19 > 0:28:24I would like my money back, I would like my £3,000 back, um,
0:28:24 > 0:28:29and, also, I would like some sort of explanation.
0:28:29 > 0:28:34Why did he portray himself as an experienced builder when it's so obviously not the case?
0:28:34 > 0:28:37Are you ready? Let's go.
0:28:37 > 0:28:39- Here goes. - TELEPHONE RINGS
0:28:39 > 0:28:41That's it, hold it a bit close.
0:28:41 > 0:28:45'Amazingly, today, Naz's builder does answer the phone,
0:28:45 > 0:28:48'but as always, he's short on answers.'
0:28:48 > 0:28:52I really don't know why you ran out on the job
0:28:52 > 0:28:56and why did you portray yourself as a builder
0:28:56 > 0:28:58when you are actually no builder?
0:28:58 > 0:29:01It's so obvious that you are not a builder.
0:29:03 > 0:29:07Frustratingly, the builder doesn't have any coherent explanation as to
0:29:07 > 0:29:11why he completely failed to finish the job.
0:29:11 > 0:29:16With nothing useful to say he does the only thing he knows how to do and hangs up.
0:29:18 > 0:29:21Unfortunately speaking to the builder again
0:29:21 > 0:29:24reminds Naz how stressful the whole experience has been.
0:29:24 > 0:29:30I see just in your eyes now the emotion of having somebody like this
0:29:30 > 0:29:34affect your life and it is so, so wrong.
0:29:34 > 0:29:38These guys do not know what they are putting people through
0:29:38 > 0:29:44and they don't care what they're putting people through, you know, and it's so awful.
0:29:44 > 0:29:46- We'll look after you, we'll put it right, yeah?- Thanks.
0:29:46 > 0:29:48- So I don't want you worrying, OK? - Thanks.
0:29:48 > 0:29:56Coming up, I hope Naz can put this whole horrible experience behind her when I show her what we've achieved.
0:29:56 > 0:30:00It's wonderful. Oh, my goodness, what a difference.
0:30:00 > 0:30:03We're making our final visit to Surrey.
0:30:03 > 0:30:08Seven years ago, Jan Crouch had an extension built at the same time as her neighbours.
0:30:08 > 0:30:11But the builder was friends with them
0:30:11 > 0:30:14and she's still worried he skimped when he was working on her house.
0:30:14 > 0:30:20An expert report identified some serious faults, but the builder did eventually come back and fix them.
0:30:20 > 0:30:25Our good guy, Andy, is going over all the remedial work to check it's up to scratch.
0:30:25 > 0:30:33Jan took out a big mortgage for the extension so she was worried it had actually devalued her home.
0:30:33 > 0:30:37How dark were those dark days?
0:30:37 > 0:30:41It started March 2003, waiting and hanging around
0:30:41 > 0:30:47and things were going on, and in January 2005 I, um...
0:30:47 > 0:30:51made a serious attempt on my life and ended up in hospital.
0:30:51 > 0:30:53All due...
0:30:53 > 0:31:04Yes, I had some issues at work at the same time and I wanted to leave work, but because I had a £95,000 mortgage
0:31:04 > 0:31:10and I thought there was about £50,000 of remedial work which the surveyor
0:31:10 > 0:31:15had pointed out, I just felt trapped so that's what I did.
0:31:15 > 0:31:18You felt you were bang in the middle of the cowboy trap.
0:31:18 > 0:31:23Yeah, and I ended up having a year off work
0:31:23 > 0:31:26and was on half pay and then no pay.
0:31:26 > 0:31:31But since then I've pulled myself together
0:31:31 > 0:31:37and I've got to look at what I achieved before this happened
0:31:37 > 0:31:40and what I've achieved since.
0:31:40 > 0:31:45I hope we can finally put an end to Jan's worries about the remedial work her builder did.
0:31:45 > 0:31:50Our good guy, Andy, has had a thorough look over the property.
0:31:50 > 0:31:53Well, there's clearly evidence on the ceiling of damp in the past,
0:31:53 > 0:31:57the paint's been discoloured, there's water marks on the wall as well.
0:31:57 > 0:32:01However, she said it's purely down to when the shower is on there's a leak.
0:32:01 > 0:32:04I've had the shower on for eight minutes this morning when
0:32:04 > 0:32:09talking to you, it's bone dry. The surveyor's had a meter on it again that proves it's bone dry.
0:32:09 > 0:32:13There's no evidence of anything that I can see, which is causing an ongoing leak.
0:32:13 > 0:32:18But do you believe, hand on heart, that this is a cowboy builder?
0:32:18 > 0:32:22The finishing element, not something I'd be proud of, it's sufficient as far as the building inspector is
0:32:22 > 0:32:27concerned, so I wouldn't say it was a cowboy build, I think that would be quite unfair on him.
0:32:27 > 0:32:31Our experts agree with the report Jan commissioned.
0:32:31 > 0:32:33Areas of the build could have been better,
0:32:33 > 0:32:39but structurally the extension is sound and it complies with all the building regulations.
0:32:39 > 0:32:44The remedial work carried out in the two years after the build did stop the leaks.
0:32:44 > 0:32:48Now we've had our experts in and our independent surveyor has taken
0:32:48 > 0:32:54moisture samples and there is no moisture in that ceiling any more.
0:32:54 > 0:32:58- Right.- Andy, our builder, went and had a quick look upstairs at the cistern as well,
0:32:58 > 0:33:04he also checked around the shower and the bath and we ran the shower
0:33:04 > 0:33:06for a while and we ran the shower in the bath too.
0:33:06 > 0:33:10He noticed in the cistern that one of the actual
0:33:10 > 0:33:15joints, the threads, a couple had come slightly loose
0:33:15 > 0:33:18and he's tightened that up for you.
0:33:18 > 0:33:22That's been tested with the damp meter and, again, it's fine.
0:33:22 > 0:33:26Now I know you feel that you've been done over by cowboy builders and I
0:33:26 > 0:33:29know it's always difficult and you mentioned to me that
0:33:29 > 0:33:36you feel vulnerable, worried about employing anybody else and you've got some great tactics now, but
0:33:36 > 0:33:40it's worth remembering you know that cowboy builders are in the minority.
0:33:40 > 0:33:42They are so miniscule,
0:33:42 > 0:33:47it's just doing that research is really important.
0:33:47 > 0:33:49There are good guys out there.
0:33:49 > 0:33:54As long as you do your research, I'm sure you'll be fine because you are quite savvy.
0:33:54 > 0:33:57The thing that's come over to me is
0:33:57 > 0:34:01I don't know how in the end, they managed to bend your ear
0:34:01 > 0:34:07to make sure you got on with the job even though you'd been sticking out
0:34:07 > 0:34:13such a long time to say, I want that schedule of works first before I do anything.
0:34:13 > 0:34:16- Follow your gut instinct.- Always.
0:34:16 > 0:34:20Jan has learned so many valuable lessons.
0:34:20 > 0:34:23I know hindsight is a great thing, but I would have preferred it if
0:34:23 > 0:34:26you'd said, I tell you what, get on with the neighbours and I'm getting somebody else.
0:34:26 > 0:34:29- Yeah.- I'd have much preferred that.
0:34:29 > 0:34:31Yeah, I wish I'd done that now,
0:34:31 > 0:34:35but let's just say it's done now, it's passed and I've learned by it.
0:34:35 > 0:34:38Yes, and I think they are hard lessons.
0:34:38 > 0:34:42And go with that gut instinct because you know what, it's a real good one that you possess.
0:34:42 > 0:34:45Yes, thank you.
0:34:45 > 0:34:52Well, Jan thought she was a victim of cowboy builders and this has left her shaken and unsure.
0:34:52 > 0:34:55But our team of experts have reassured her that the construction
0:34:55 > 0:34:59of the building is fine and she doesn't have to worry.
0:34:59 > 0:35:06Back in London, it was just a few months ago when Naz Nadeem fell into the cowboy trap.
0:35:06 > 0:35:10She paid over half the builder's quote, £3,000 up front,
0:35:10 > 0:35:14so when he ran off from the job she was left nursing a big loss.
0:35:14 > 0:35:18He bodged her bathroom, wrecked her kitchen and left the electrics lethal.
0:35:18 > 0:35:21He just didn't have a clue.
0:35:21 > 0:35:28When Naz heard her cowboy had done a runner, she discovered his tools weren't the only thing he took.
0:35:28 > 0:35:33When the porters told me he'd run away and he's taken everything,
0:35:33 > 0:35:38including the appliances that were bought for the job.
0:35:38 > 0:35:44So, I just, at that point, I was devastated
0:35:44 > 0:35:50because you know the time, it had gone on for far too long
0:35:50 > 0:35:57and now the guy had run away and, so I went over, I came over here
0:35:57 > 0:35:59and had a look and of course I was in tears when I saw
0:35:59 > 0:36:03the condition of the place. It was, as you see it, horrible.
0:36:03 > 0:36:07Naz, like many home owners in her position, thought she was
0:36:07 > 0:36:13the victim of a crime, but when she contacted the police she was in for another nasty shock.
0:36:13 > 0:36:17They said it couldn't be proven the money she had paid so far
0:36:17 > 0:36:21was for the appliances the builder had taken away.
0:36:21 > 0:36:25In their eyes that didn't amount to theft, although I can't understand that.
0:36:25 > 0:36:28In my eyes it was fraud and theft.
0:36:28 > 0:36:33Building disputes are viewed by the law as civil contract disputes,
0:36:33 > 0:36:35so the police won't get involved.
0:36:35 > 0:36:39Naz will have to buy replacement appliances at additional cost.
0:36:39 > 0:36:42But now our team of good guys is on the job, transforming
0:36:42 > 0:36:47this trashed studio into the appealing apartment Naz longed for.
0:36:47 > 0:36:52They've had a big job on their hands going back to basics and starting over.
0:36:52 > 0:36:55I tell you what, Simon, what a blooming difference.
0:36:55 > 0:36:57It looks fantastic.
0:36:57 > 0:37:03Just tell us what you've done so far and what you've still got to do.
0:37:03 > 0:37:08Well, obviously we've completely stripped the kitchen there, we've re-wired, we've plastered,
0:37:08 > 0:37:13most of the plumbing has been replaced there, we've literally unblocked all the existing plumbing.
0:37:13 > 0:37:18We've re-tiled, we've hung the kitchen, obviously tiled in the
0:37:18 > 0:37:24bathroom there, we've obviously put new baths, all new sanitary ware.
0:37:24 > 0:37:27It's looking great. Listen, mate, that is a cracking little job.
0:37:27 > 0:37:30I can't wait to show Naz what you've done.
0:37:31 > 0:37:35A beautiful finish and I think Naz will be impressed.
0:37:35 > 0:37:38But before I show Naz what we've done, what won't she do again?
0:37:38 > 0:37:41What have you learned from your cowboy builder experience?
0:37:41 > 0:37:49- They need to be checked out very thoroughly, including asking to see previous work...- Yeah.
0:37:49 > 0:37:55Because if I had done that I may not have been in this predicament.
0:37:55 > 0:37:59- Well, at least you're learning from your experience and that is the main thing.- Absolutely.
0:37:59 > 0:38:05Now before we go in and see what the good guys have done, just tell me what it was like before we arrived.
0:38:05 > 0:38:11When I first came into the flat after he'd run away, you know, I was,
0:38:11 > 0:38:17I was distraught. The guy had managed to just totally trash it.
0:38:17 > 0:38:19It was hazardous, so...
0:38:19 > 0:38:22We all agree it was a complete mess so what are you hoping for?
0:38:22 > 0:38:24- Because this is the exciting bit. - Yes.
0:38:24 > 0:38:26What are you hoping for?
0:38:26 > 0:38:30Just a nice clean white kitchen and bathroom.
0:38:30 > 0:38:32- As simple as that. - As simple as that.
0:38:32 > 0:38:36- OK. Are you ready to go see what the good guys have done.- I am.
0:38:36 > 0:38:39Come on, Naz, with me.
0:38:39 > 0:38:41- After you.- Thank you.
0:38:41 > 0:38:43OK, Naz.
0:38:43 > 0:38:45Now then.
0:38:45 > 0:38:51- I smell paint.- Yes, it smells nice and fresh and oh, my goodness.
0:38:53 > 0:38:55It's wonderful.
0:38:55 > 0:38:58It's wonderful. Oh, my goodness, what a difference.
0:38:58 > 0:39:00It's so nice.
0:39:00 > 0:39:03Oh, I'm happy. I'm very happy.
0:39:03 > 0:39:06- Oh, it's nice.- How wonderful is that?
0:39:06 > 0:39:08- Yes.- Fantastic. Wonderful mirror, nice lighting...
0:39:08 > 0:39:10- Yes.- I'm loving all the sanitary ware.
0:39:10 > 0:39:13It's done to perfection, I'm very happy.
0:39:13 > 0:39:16- New tiles. Remember the aggro we had in here...- Yes, oh, yes.
0:39:16 > 0:39:18- With dodgy electrics.- Yeah.
0:39:18 > 0:39:20And all that's gone now.
0:39:20 > 0:39:24It's like you've gone into a totally new place. Yes, it's wonderful.
0:39:24 > 0:39:26It really looks fantastic.
0:39:26 > 0:39:34Because it is a small flat and the bathroom is small, the kitchen even tinier, white is the best way to go.
0:39:34 > 0:39:36Without a shadow of a doubt.
0:39:36 > 0:39:38- Now, you're loving the bathroom... - I am.
0:39:38 > 0:39:41- Remember what the living area was like?- Oh, yes.
0:39:41 > 0:39:43It was a bit of a mess, wasn't it?
0:39:43 > 0:39:45That's an understatement.
0:39:45 > 0:39:47Well, I've got a little surprise for you. Come with me.
0:39:47 > 0:39:49Take me hand, here we go.
0:39:49 > 0:39:53- Come in here.- Wow.
0:39:53 > 0:39:55Wow.
0:39:55 > 0:40:01My flat has been cleaned up and it's looking fresh and nice.
0:40:01 > 0:40:03And of course, this is where the good guys come into their own
0:40:03 > 0:40:06because these guys have gone above and beyond.
0:40:06 > 0:40:09However, that kitchen, bad news on the electrical side,
0:40:09 > 0:40:15bad news on the plumbing side and seriously bad news on any of the fitments in there.
0:40:15 > 0:40:18Yes, it was a disaster zone, yes.
0:40:18 > 0:40:20Wait until you see this!
0:40:20 > 0:40:24- Let's go to the kitchen.- OK.
0:40:24 > 0:40:26Oh, wow.
0:40:26 > 0:40:28My little kitchen. Oh, great.
0:40:28 > 0:40:31How great is that?
0:40:31 > 0:40:34Oh, it's wonderful.
0:40:34 > 0:40:39That's exactly what I wanted, in fact that's how I described,
0:40:39 > 0:40:44that's how I described it to the bad builder and
0:40:44 > 0:40:46finally I've got what I wanted.
0:40:46 > 0:40:50It's lovely. Look at the workmanship, the tiling is really nice.
0:40:50 > 0:40:54High gloss cabinets look fantastic and because they're reflecting a lot
0:40:54 > 0:40:58of the light as well makes it look like it's bigger than it really is.
0:40:58 > 0:40:59Yes. Because it is a tiny kitchen.
0:40:59 > 0:41:01- It is.- Yes. I lucked out didn't I?
0:41:01 > 0:41:04- You definitely did.- I did.
0:41:04 > 0:41:05I'm very, very happy.
0:41:05 > 0:41:08So overall, what are your feelings about the whole place?
0:41:08 > 0:41:11I feel a great sense of relief, I'm looking forward to living here
0:41:11 > 0:41:17and it's a space that, you know, it'll be great to come home.
0:41:17 > 0:41:20- Really great.- Oh, yes. - It looks the absolute business now.
0:41:20 > 0:41:24We've completely transformed Naz's studio from awful
0:41:24 > 0:41:29to awesome. White is the colour she wanted for the bathroom and kitchen
0:41:29 > 0:41:34to keep them clean and classic and maximise the appearance of space in this small London apartment.
0:41:34 > 0:41:38In the bathroom we've installed this simple white suite with sleek
0:41:38 > 0:41:42lines and made careful use of the space to create and airy appearance.
0:41:42 > 0:41:47The shiny chrome glistens under the new, safe lighting.
0:41:47 > 0:41:53In the living area the guys have gone the extra mile and freshened up the walls with a coat of paint.
0:41:53 > 0:41:57These are the touches which make such a big difference.
0:41:57 > 0:41:59Finally, in the kitchen, the electrical wiring has
0:41:59 > 0:42:03been made safe, ready for Naz's new appliances.
0:42:03 > 0:42:06The wall units are in place and there is a surprising amount of work
0:42:06 > 0:42:11surface space, helped by the smart circular sink and practical cover.
0:42:11 > 0:42:18All in all it's a first class job, just what you can expect when you call in the professionals.
0:42:19 > 0:42:23- Thank you so much, Clive. - I'm happy about that. You take care now.- Yes, you too.
0:42:23 > 0:42:25Enjoy this nice, new clean space.
0:42:25 > 0:42:28I shall, I definitely shall, I will have a great time.
0:42:28 > 0:42:30- OK, Naz, thank you. - Thank you. You take care of yourself.
0:42:30 > 0:42:33- And you too.- Thank you.- Bye.
0:42:33 > 0:42:38After living without a kitchen and bathroom for nearly three months, I think it's safe to say that our good
0:42:38 > 0:42:46guys have turned Naz's renovation wreck into a stunning studio space, which makes her one happy lady.
0:42:54 > 0:42:57Subtitles by Red Bee Media Ltd
0:42:57 > 0:43:01Email subtitling@bbc.co.uk