Episode 28 Cowboy Trap

We're trawling Britain, tracking down dodgy building disasters.

In my eyes, it was fraud and theft.

Cowboy builders and rogue traders are running riot throughout Britain

and they could be coming to a town near you.

My gut feeling was telling me I shouldn't go into this,

and I ignored it, unfortunately.

We've got a team of good guys ready and waiting to correct these cowboy calamities.

Oh, wow,

my little kitchen.

Oh, great.

I'm here to give you advice and top tips that will hopefully prevent you from falling into the cowboy trap.

Today we're hearing from two women who both believe they've fallen into the cowboy trap.

We'll meet the lady who thought she was getting her extension at a special price

because the neighbours were extending too.

It wasn't long before she began to regret her hasty decision.

When I started noticing the water that was coming through the wall, that was wrong.

And when Naz hired builders to refit her kitchen and bathroom

the job went so wrong she was unable to live in her own home.

I've been actually staying at my elderly mother's place

but I anticipated being able to be here by now.

First up we're in Thames Ditton, Surrey,

to help recently retired campaigns worker Jan Crouch.

Seven years ago her neighbours were planning a new extension and she decided it was such a good

improvement to the property she would ask the builder to do the same for her.

The extra space would even allow her to have a brand-new kitchen and bathroom.

And he said "Oh, if you do that I'll give ever such a cheap quote for you

"because it's cheaper to do two houses at the same time."

So he said he could do so much for about £69,000,

so I decided then, "Oh, I think I'll have a double extension."

Jan's neighbours had chosen the builder so she thought she'd better do some checks.

Daughter Denise thought her mum was doing the right thing.

She had looked at the builder's property so she had seen what she thought was the quality of the work

because apparently he had done his own property and so she went round to see the property, she thought she

was doing the right thing by doing that because I think it's quite advisable to see a builder's work.

And she knew that next door were having their property so

she felt she was in quite a safe position with regards to having the work done.

The neighbours were friends with the builder but Jan was less enamoured with him.

She grew frustrated when he was slow to provide a detailed schedule of works.

We kind of got alarm bells ringing because when the

builder said he would meet her and come round to show her a schedule of work he wouldn't turn up.

When he did, it was handwritten and barely legible and there wasn't much information there.

He sent me a very sketchy quote

so I wrote him a letter back

and said "your quote is rather sketchy,

"you haven't said all the things that you promised me you are going to do."

You know, rewiring the house, making sure a Corgi fitter does

the central heating.

He then renewed his quote, clarifying what I'd asked him to do.

The builder's renewed quote was for £69,320 and Jan agreed the work could go ahead.

She was unable to live in the house during the work

but when she did visit she was very upset by the sight that greeted her.

I do have a vivid memory of when I came round the house with my mum, she was very, very upset.

I think at this stage my husband had tried to support her by entering

negotiations with the builder to try and rectify things that weren't going according to plan.

But I just had this nagging gut feeling that kept hitting me

and I had some friends come round, he was an architect, so he said, "I'll just measure up if you like."

And he looked at the plans and measured up and he said,

"Oh, they haven't taken the breast out above the bathroom."

And the builder said, "How dare you?

"How dare you get someone in to look at my work?

"How dare you?" And I said, "But it's my house,

"it's my house, I can do what I want, it's my house."

Jan's builder was in no mood for other people's opinions of his work

and he threatened to walk off the job.

He said, "Look I have to go and see my solicitors.

"I think I've used the money up now, I'm going."

And with the house half finished and the front half opened and everything,

I couldn't let that happen, so I just had to let him carry on.

Jan was stuck because by this stage she had paid her builder most of the money.

Follow my tip to stay in control of your building project.

Hold on to your money if you want to keep control of your builder.

Only pay after each stage of the work is completed to your satisfaction.

If you do decide it's time to show your builder the door, you'll still have the funds to start again.

Jan's build continued but not without hiccups.

When she had her new kitchen designed from the architect's plans she was in for a shock.

The units wouldn't fit.

It turned out the kitchen was also... the extension was six inches too

short at the back so that's why everything wasn't fitting in.

By the time the builder left Jan was a nervous wreck.

I remember she was shaking,

she wouldn't stop shaking, so I knew the effect it had on her

physically was making her very ill and very drained because, you know, she's a woman on her own.

So when I saw my mum as ill as she was and when

it had the effect it had on her that it did, it was really traumatic and it made you feel very, very angry.

Jan believes she's been a victim of cowboy builders and this has left her emotionally unstable.

It's time for me to meet the lady in question and find out more.

-Hello.

-Hi, are you Jan?

-Yes, I am.

-I hear you've had problems with cowboy builders.

-Do you mind showing me around the problems that you have had?

-Yes.

Can I show you out the front first?

Brilliant, if you would do. This is all part of the original extension?

-Yes.

-OK, Jan, let's have a look.

-Right, when they first did the guttering...

-Yeah.

they didn't put a downpipe in it at all.

Once they did put a downpipe on it

they didn't have a drain there.

So the water was just flooding.

Well, there's obviously a soakaway now that's been put in.

-Yes.

-OK, so that's all remedial work since the job was done.

-Yes.

-Yeah. OK, so shall we go and have a look upstairs at any of the problems you've got there?

Yes.

I'll go into the bathroom first.

I was getting a lot of leaks down below going down into my lounge

-so I had some contractors put from this rim onwards...

-Yeah.

put tiling right up and right round,

mastic all round the bath.

So this has been done after.

-After.

-Yes.

-I had to pay contractors in to do that.

-OK, so that was extra money cost to you.

-Oh, yes.

And are you experiencing any leaks now since they've done that work?

-Yes. I still get staining on my lounge ceiling.

-OK.

This is a chimney breast here.

On the constructual plans, this was meant to be taken out.

Continues down below, does it?

-No it doesn't.

-Oh. So why didn't they take it out?

-You don't know.

-I don't know.

-OK.

They were required to but they didn't do it.

You've got a good 18 inches there. You could have had extra space.

You've done so well, Jan, seriously, to have all this work, remedial work done, in that time.

When her architect friend pointed out the chimney breast should have been removed

Jan lost trust in her builder.

Understandably she began to question the quality of all of his work.

-Ah, I see.

-You can see these were previous leaks but this round one

is leaks that have happened recently.

-Well, it seems dry at the moment but we need to get a moisture meter on that really.

-Yeah.

And just find out what it's like.

We'll get a damp meter on that.

Finally, the stress of the build and problems at work collided.

Jan was off work and very worried the money she'd spent making

improvements to her house had actually devalued it.

I've seen builds like this before where the bad memories far outweigh the problems.

Here's my tip if you're worried about your building work.

Call in the experts. Your local authority Building Control Officer

can advise if the work meets all the building regulations.

If the job is complex or you plan legal action you can also commission

an independent surveyor to produce a report.

I want to help Jan conclude once and for all whether her extension

was built by a cowboy or a competent builder.

Jan has handed over almost £70,000 and she's really not happy with the results.

I've had a chance to have a quick look around and I'm not fully convinced that

this is a cowboy builder job so I'm going to get in our experts and see what they've got to say about it.

I've called in local builder Andy to give Jan's extension a thorough once over.

He'll be checking the plumbing, the roof and the guttering to see

if water is leaking into Jan's living room.

Coming up, I'll be bringing in an independent chartered surveyor

to give his verdict on Jan's builder's work.

Well, I have come across some nightmare situations and this doesn't come anywhere near some of those.

We're off to central London now. Here, another lady living alone

has had her dreams shattered by a cowboy builder.

Naz Nadeem has a very compact studio apartment in the West End which she's owned for almost 20 years.

She's been working in the Middle East as a teacher for the last few years but now her parents

have grown old and need her help so she's come back to her little nest.

It was time to upgrade the flat.

The bathroom and kitchen were very, very tired.

Naz's studio desperately needed a makeover and now her sick mum

needed her in London full-time, so she scoured the web to try and find a local builder.

The builder whom I chose, he persuaded me somehow to give him the job.

He said, "Look at my website, I've got photos on there, I've got reviews on there,

"I've been working in this field for several years.

Naz did get a range of quotes but she didn't check any of the builder's references.

Follow my tip.

Be very wary of internet reviews.

Anyone can put up their own website and write their own glowing customer comments.

The only reviews that matter are the ones you get yourself

by speaking to your builder's previous customers.

And Naz was about to break another rule of mine, pay AFTER the work is done, not BEFORE.

We agreed to a payment plan which was

three payments.

One at the beginning, one in the middle and one at the end.

For £5,000 the builder would supply the bathroom suite,

the kitchen units and the electrical appliances.

He would install and do the tiling.

Naz wrote out cheques totalling £3,000.

She even allowed the builder to wait for the first cheque to clear before he started work.

But two weeks in, Naz was concerned by the builder's lack of progress.

He hadn't managed to even finish the bathroom, which he was supposed to complete first.

The place was still looking an absolute mess,

the electrics were all over the place,

and at that stage I was getting really, really, really worried

because it was almost two weeks and nothing was done.

Part way through the job the 24-hour porters

in the lobby of Naz's apartment block were also getting suspicious.

I started talking to the porters and they said, "Look, the job is not OK, you're going to have to now

"really be straight with the guy and ask him what he plans to do with it."

So I started asking him more questions and he then said I was being fussy.

In hindsight, I'm thinking back, he had decided that he was going to leave the job.

Naz was about to get the news she was dreading.

The porters phoned her to say the builder had taken all the new appliances out of her flat.

The next thing I heard was a call

from the porter, saying, "Naz, I'm sorry but he's actually run away from the job."

He's run away and he's taken everything,

including the appliances that were bought.

Now the builder wouldn't respond to any of her calls or emails.

Her kitchen and bathroom lie in ruins.

Naz has had this flat for nearly 20 years now, and her dreams for a

modern stylish kitchen and bathroom had just gone straight down the pan thanks to a cowboy builder.

I'm going to meet the lady in question and find out more.

Clive, do you want to come through here and I'll show you what

condition the kitchen has been left in.

I tell you what, it's an obstacle course in this property, that's for sure.

-Yes, it's quite hazardous, as you can see.

-This is the kitchen.

-This is the kitchen.

-There's enough room for me and me only.

-Yes.

-There's no cat to be swung in here.

-True.

-Wow. But it is looking a mess.

What was the remit? What did you want them to do?

They stripped out the old kitchen, um...and these were actually

-the units that he was planning on using.

-No!

-These are new units,

um, so you can see he hasn't even respected his own stuff that he's brought in. You can see...

-No, this is your stuff. This is your stuff, I'd imagine.

-That I've paid for.

-That's terrible.

'Everything's been left in a mess,

'but worse than that, it's dangerous.'

The condition of the electrics is really abominable.

-Don't go anywhere near them.

-No.

-Because that is looking rough.

I mean, rather than using terminal blocks or any junction boxes

on the cables, all he's used is insulation tape. That's not good.

The cowboy left this diagram on the floor,

-so I don't know whether that tells you anything.

-So this is the...

OK, well, I'll tell you what it does tell me.

He didn't know anything about electrical work, that's for sure,

because somebody qualified would know this up here.

They wouldn't need to write it - blue is the neutral, brown is live and green-yellow is the earth.

-That would be for someone like me.

-It would,

-although you wouldn't attempt to touch it anyway.

-No.

-It sounds like he's rung somebody or just gone on the internet to see what these colours mean.

-God.

I'll tell you what it does mean, I reckon that means life and death. It's as simple as that.

These guys go fiddling around with things that they know nothing about

and they leave people's houses, but them most of all in danger.

And this is where you get all of this nonsense going on. It's just absolutely hideous.

That tells me so much about this character - that he was never qualified to do electrical work.

'These dangerous electrics are a serious hazard,

'and the state they've left the bathroom in is no better.'

Clive, here's the bathroom, or, um...the bathroom to be.

Wow.

-Yes. Wow.

-Oh, dear.

I'm sort of lost for words.

Did they leave the tiles like this, Naz?

Believe it or not, um, they...

-their first attempt at tiling was worse than this one.

-What?!

Yes. So this was his second attempt.

OK, it is pretty poor, to say the least, and I'm also concerned with the way the cables are again,

because, just outside the door, you've got cables there

coming from the actual socket and they're running right under the bath

and I don't even know where they're going.

The way they've actually done this is crazy. There's danger lurking everywhere.

-We'd better get out of here.

-I think we better had. Come on.

'This is a tiny flat, but it's going to be a very big job.'

I think it's high time we sorted out Naz's bathroom and kitchen in this flat,

so she can do what she's supposed to do - enjoy living in it.

It's time for me to go and find the good guys and get them started.

Coming up, what would Naz like to say to this clueless builder?

Why did he portray himself as an experienced builder when it's so obviously not the case?

We're back in Surrey now, hoping to help Jan Crouch put her bad building memories to rest.

Seven years ago, she had an extension built,

but to this day, she still believes she was the victim of cowboys.

Her neighbours were friends with the builder and Jan thinks

he skimped on her job to concentrate on the extension he was building for them.

If you think your builder's gone wrong, call in the experts.

And that's exactly what we're doing today.

Nigel Simpson is an independent chartered surveyor

-and he's come to give his verdict.

-Apparently, there is a completion certificate

to state that it's all been completed satisfactorily.

-OK.

-The standard of the work is not high, it is relatively poor. I would say the...

Finishing-wise or construction-wise?

Mainly finishing-wise. We can't expose the structure and find out if the foundations are adequate.

-But it had a completion certificate.

-Yeah. And there's no sign

of any significant structural movement to indicate the foundations are inadequate,

but the detailing on the rear roof is not ideal,

the flashing isn't taken fully into the render on the brick work or block work.

There are issues with the external render on the rear elevation,

but that's not causing water ingress into the house.

Now, you got your damp meter out with its probes. What did you find when you were probing around?

-Did it register any damp?

-I tested with my damp meter and...

it didn't register any dampness, so that dampness

-probably occurred some time ago and may have been rectified.

-OK.

So, as you generally look around the property normally,

what is your mark out of ten for the work that's been carried out?

The finishing work, I think, would probably four to five out of ten.

The standard of the main work is probably six, but the finishing is four to five.

-So four to five for the finishing?

-Yes.

-Six for the main work?

-Yes.

And, in your opinion, would you have considered this guy to be a cowboy builder?

I don't think so. I've come across... I do lots of surveys

and I have come across some nightmare situations and this doesn't come anywhere near some of those.

Six out of ten. Now that's not a bad score,

but he's right - the finish just isn't up to scratch.

There were problems with the roof when Jan's extension was first built

but the builders did come back and do remedial work on the roof and drainage.

We've called in local builder, Andy Stevens,

to go over the property with a fine tooth comb looking for leaks.

While he runs through the tests, I track back with Jan

to find out why she lost all confidence in her builder.

Did you pay any money up front?

Once I accepted his work, I had to give him £5,000.

Right. You don't know why you had to give him £5,000?

Well, um, that was to say that the work would go ahead.

-But I didn't want the work to go ahead until I got the schedule of works and...

-You are so right.

And I was getting chased by the neighbours.

-Because the neighbours wanted to get started.

-Yes, and they were getting annoyed with me,

so I said, I'm sorry, I'm just waiting for this important documentation from him.

You are so right. You should not be pressured.

-If linking with a neighbour or just having your own extension, don't be pressured.

-No.

-It's a lot of money to be handing over.

-I know.

-Nearly £70,000.

Interestingly enough, though, most importantly to me,

you let them carry on work, you let them start, even though

you felt within your own mind that you weren't ready,

you felt pressured, not just with your neighbour, but the builder too.

Jan found managing a big building project very stressful.

Take my tip - don't carry the burden of your build alone.

Having major work done can be very stressful and disruptive.

There a lots of decisions to make and bills to be paid.

If you're unsure how to proceed, talk through the options

with someone whose opinions you value and trust.

Jan turned to her daughter and son-in-law for help.

The new roof leaked, but she couldn't make the builders listen.

Long negotiations began to get the roof and electrics fixed.

My daughter's husband, he was negotiating with them,

so I think he helped coax them into doing a bit more work,

although they left the... the roof flat

and water was pouring through the ceiling and everything, but he was trying his best.

Each time you'd said to them, "That has to be done, and that," they came back and did what?

It wasn't until two years later

-they ended up putting...renewing the roof above the kitchen.

-OK.

And I think it was two years later when they earthed the place.

Jan commissioned a surveyor to detail the problems.

His report gave the family evidence they needed to negotiate with the builders.

This forced him to rectify the mistakes.

I went to my solicitors and they recommended this chartered surveyor to come and help me.

It was up to £48,000, nearly £50,000 worth of remedial work,

that he said had to be done,

so you can imagine how worried I was at the time.

Jan did a very effective job when she commissioned an expert's report.

The expert's criticisms of the roof, drainage and the wiring persuaded Jan's original builder to come back

and carry out remedial work at his own expense.

Today I hope will prove to Jan his work did make good the problems.

Coming up, I hope we can finally reassure Jan so that she can

-get on with her life and put the build behind her.

-Thank you.

Back in Central London, Naz Nadeem has definitely suffered at the hands of cowboy builders.

She paid for a stylish modern kitchen and bathroom,

but was left in such a state, she's had to move out of her own home.

Before we get the good guys in, I want to call in independent chartered surveyor Martin Bates

to cast his expert eye over Naz's studio apartment shambles.

What have you seen that really isn't to your liking?

Um, I mean, generally, the whole of the project is unfinished,

but the bits that have been done have been done very poorly.

Electrics are definitely a little bit dodgy. We've got a spur off point

coming in from outside of the room disappearing under the bath.

Not quite sure what it does, I think it's some sort of earthing cable.

-I know what it could do.

-I know.

-That's for sure with water.

-I don't like the look of that either, that looks awful.

-Yeah.

-It's just generally in a very poor state.

-Yeah, very poorly done.

Now in terms of the builder's skills, or not, I think I know what he's skilled best at.

-Mmm.

-But in terms of his skills, what mark out of ten would you give for the work he's carried out?

I think probably a two, um, one for turning up and one for bringing the materials along.

The rest is pretty poor.

That is a real sad indictment, isn't it, on his business?

Two out of ten? Now, Naz is a teacher and that would be a fail.

The good guys are raring to go, ready to refit the kitchen and bathroom.

Simon is leading the team, so what's the plan of action?

So, Simon, what is the plan?

-We'll take all this lining paper off...

-Yeah.

They've left these tiles up. This wiring needs to be looked at straight away as well, really.

I'm concerned about the wiring. This electricity in here,

the electrical work is poor, to say the least. That has to be addressed.

Our electrician will probably be here tomorrow, I think, to put that right.

-OK. So strip back...

-Strip back.

-The whole thing...

-And start again, literally.

'The electrics in this apartment are lethal, in both the kitchen and the bathroom.'

Where a light fitting is right above the bath, it's zone one, or classed as zone one.

This particular fitting here is an open three-spot light fitting.

It's not good, particularly where moisture is involved.

You need a totally enclosed fitting that's IP protected,

which means ingress protection, stopping that moisture getting in.

We'll have to leave the apartment so Simon and the team can get stuck in.

'Naz and I are off in search of some peace and quiet,

'so I can find out if her cowboy showed her any evidence he was a bona fide builder.'

Was he qualified to do the electrical work?

Do you know if he was?

I did take him on face value. He showed me some sort of

building insurance that he had.

-Liability insurance.

-Yes.

-When did you realise, then,

that it was really going completely belly up?

They'd been in there a couple of weeks and then, of course,

I'd been notified by the people in the building, including the porters,

-the security men, there were leaks going into the flat below.

-Oh, dear.

How was that put right?

Well, um...the builder was, er...very quickly notified.

He went down and had a look at the flat below and I think he did

do some waterproofing or put something there to stop the leaking.

Luckily for Naz, the water leak wasn't serious and there was no lasting damage to flat below.

Always check your builder

has up-to-date public liability insurance.

This is especially important if their mistakes

could cause damage to neighbouring properties or your own home.

The builder's insurance, not yours, should pay for any damage.

I wonder what Naz would like to say to her builder now.

If you had the opportunity to speak to him right now, what questions would you like to ask him?

Because he has a lot to answer for.

I'd like to ask him why he treated me like that

and betrayed my trust, because I really did trust him.

I would like my money back, I would like my £3,000 back, um,

and, also, I would like some sort of explanation.

Why did he portray himself as an experienced builder when it's so obviously not the case?

Are you ready? Let's go.

-Here goes.

-TELEPHONE RINGS

That's it, hold it a bit close.

'Amazingly, today, Naz's builder does answer the phone,

'but as always, he's short on answers.'

I really don't know why you ran out on the job

and why did you portray yourself as a builder

when you are actually no builder?

It's so obvious that you are not a builder.

Frustratingly, the builder doesn't have any coherent explanation as to

why he completely failed to finish the job.

With nothing useful to say he does the only thing he knows how to do and hangs up.

Unfortunately speaking to the builder again

reminds Naz how stressful the whole experience has been.

I see just in your eyes now the emotion of having somebody like this

affect your life and it is so, so wrong.

These guys do not know what they are putting people through

and they don't care what they're putting people through, you know, and it's so awful.

-We'll look after you, we'll put it right, yeah?

-Thanks.

-So I don't want you worrying, OK?

-Thanks.

Coming up, I hope Naz can put this whole horrible experience behind her when I show her what we've achieved.

It's wonderful. Oh, my goodness, what a difference.

We're making our final visit to Surrey.

Seven years ago, Jan Crouch had an extension built at the same time as her neighbours.

But the builder was friends with them

and she's still worried he skimped when he was working on her house.

An expert report identified some serious faults, but the builder did eventually come back and fix them.

Our good guy, Andy, is going over all the remedial work to check it's up to scratch.

Jan took out a big mortgage for the extension so she was worried it had actually devalued her home.

How dark were those dark days?

It started March 2003, waiting and hanging around

and things were going on, and in January 2005 I, um...

made a serious attempt on my life and ended up in hospital.

All due...

Yes, I had some issues at work at the same time and I wanted to leave work, but because I had a £95,000 mortgage

and I thought there was about £50,000 of remedial work which the surveyor

had pointed out, I just felt trapped so that's what I did.

You felt you were bang in the middle of the cowboy trap.

Yeah, and I ended up having a year off work

and was on half pay and then no pay.

But since then I've pulled myself together

and I've got to look at what I achieved before this happened

and what I've achieved since.

I hope we can finally put an end to Jan's worries about the remedial work her builder did.

Our good guy, Andy, has had a thorough look over the property.

Well, there's clearly evidence on the ceiling of damp in the past,

the paint's been discoloured, there's water marks on the wall as well.

However, she said it's purely down to when the shower is on there's a leak.

I've had the shower on for eight minutes this morning when

talking to you, it's bone dry. The surveyor's had a meter on it again that proves it's bone dry.

There's no evidence of anything that I can see, which is causing an ongoing leak.

But do you believe, hand on heart, that this is a cowboy builder?

The finishing element, not something I'd be proud of, it's sufficient as far as the building inspector is

concerned, so I wouldn't say it was a cowboy build, I think that would be quite unfair on him.

Our experts agree with the report Jan commissioned.

Areas of the build could have been better,

but structurally the extension is sound and it complies with all the building regulations.

The remedial work carried out in the two years after the build did stop the leaks.

Now we've had our experts in and our independent surveyor has taken

moisture samples and there is no moisture in that ceiling any more.

-Right.

-Andy, our builder, went and had a quick look upstairs at the cistern as well,

he also checked around the shower and the bath and we ran the shower

for a while and we ran the shower in the bath too.

He noticed in the cistern that one of the actual

joints, the threads, a couple had come slightly loose

and he's tightened that up for you.

That's been tested with the damp meter and, again, it's fine.

Now I know you feel that you've been done over by cowboy builders and I

know it's always difficult and you mentioned to me that

you feel vulnerable, worried about employing anybody else and you've got some great tactics now, but

it's worth remembering you know that cowboy builders are in the minority.

They are so miniscule,

it's just doing that research is really important.

There are good guys out there.

As long as you do your research, I'm sure you'll be fine because you are quite savvy.

The thing that's come over to me is

I don't know how in the end, they managed to bend your ear

to make sure you got on with the job even though you'd been sticking out

such a long time to say, I want that schedule of works first before I do anything.

-Follow your gut instinct.

-Always.

Jan has learned so many valuable lessons.

I know hindsight is a great thing, but I would have preferred it if

you'd said, I tell you what, get on with the neighbours and I'm getting somebody else.

-Yeah.

-I'd have much preferred that.

Yeah, I wish I'd done that now,

but let's just say it's done now, it's passed and I've learned by it.

Yes, and I think they are hard lessons.

And go with that gut instinct because you know what, it's a real good one that you possess.

Yes, thank you.

Well, Jan thought she was a victim of cowboy builders and this has left her shaken and unsure.

But our team of experts have reassured her that the construction

of the building is fine and she doesn't have to worry.

Back in London, it was just a few months ago when Naz Nadeem fell into the cowboy trap.

She paid over half the builder's quote, £3,000 up front,

so when he ran off from the job she was left nursing a big loss.

He bodged her bathroom, wrecked her kitchen and left the electrics lethal.

He just didn't have a clue.

When Naz heard her cowboy had done a runner, she discovered his tools weren't the only thing he took.

When the porters told me he'd run away and he's taken everything,

including the appliances that were bought for the job.

So, I just, at that point, I was devastated

because you know the time, it had gone on for far too long

and now the guy had run away and, so I went over, I came over here

and had a look and of course I was in tears when I saw

the condition of the place. It was, as you see it, horrible.

Naz, like many home owners in her position, thought she was

the victim of a crime, but when she contacted the police she was in for another nasty shock.

They said it couldn't be proven the money she had paid so far

was for the appliances the builder had taken away.

In their eyes that didn't amount to theft, although I can't understand that.

In my eyes it was fraud and theft.

Building disputes are viewed by the law as civil contract disputes,

so the police won't get involved.

Naz will have to buy replacement appliances at additional cost.

But now our team of good guys is on the job, transforming

this trashed studio into the appealing apartment Naz longed for.

They've had a big job on their hands going back to basics and starting over.

I tell you what, Simon, what a blooming difference.

It looks fantastic.

Just tell us what you've done so far and what you've still got to do.

Well, obviously we've completely stripped the kitchen there, we've re-wired, we've plastered,

most of the plumbing has been replaced there, we've literally unblocked all the existing plumbing.

We've re-tiled, we've hung the kitchen, obviously tiled in the

bathroom there, we've obviously put new baths, all new sanitary ware.

It's looking great. Listen, mate, that is a cracking little job.

I can't wait to show Naz what you've done.

A beautiful finish and I think Naz will be impressed.

But before I show Naz what we've done, what won't she do again?

What have you learned from your cowboy builder experience?

-They need to be checked out very thoroughly, including asking to see previous work...

-Yeah.

Because if I had done that I may not have been in this predicament.

-Well, at least you're learning from your experience and that is the main thing.

-Absolutely.

Now before we go in and see what the good guys have done, just tell me what it was like before we arrived.

When I first came into the flat after he'd run away, you know, I was,

I was distraught. The guy had managed to just totally trash it.

It was hazardous, so...

We all agree it was a complete mess so what are you hoping for?

-Because this is the exciting bit.

-Yes.

What are you hoping for?

Just a nice clean white kitchen and bathroom.

-As simple as that.

-As simple as that.

-OK. Are you ready to go see what the good guys have done.

-I am.

Come on, Naz, with me.

-After you.

-Thank you.

OK, Naz.

Now then.

-I smell paint.

-Yes, it smells nice and fresh and oh, my goodness.

It's wonderful.

It's wonderful. Oh, my goodness, what a difference.

It's so nice.

Oh, I'm happy. I'm very happy.

-Oh, it's nice.

-How wonderful is that?

-Yes.

-Fantastic. Wonderful mirror, nice lighting...

-Yes.

-I'm loving all the sanitary ware.

It's done to perfection, I'm very happy.

-New tiles. Remember the aggro we had in here...

-Yes, oh, yes.

-With dodgy electrics.

-Yeah.

And all that's gone now.

It's like you've gone into a totally new place. Yes, it's wonderful.

It really looks fantastic.

Because it is a small flat and the bathroom is small, the kitchen even tinier, white is the best way to go.

Without a shadow of a doubt.

-Now, you're loving the bathroom...

-I am.

-Remember what the living area was like?

-Oh, yes.

It was a bit of a mess, wasn't it?

That's an understatement.

Well, I've got a little surprise for you. Come with me.

Take me hand, here we go.

-Come in here.

-Wow.

Wow.

My flat has been cleaned up and it's looking fresh and nice.

And of course, this is where the good guys come into their own

because these guys have gone above and beyond.

However, that kitchen, bad news on the electrical side,

bad news on the plumbing side and seriously bad news on any of the fitments in there.

Yes, it was a disaster zone, yes.

Wait until you see this!

-Let's go to the kitchen.

-OK.

Oh, wow.

My little kitchen. Oh, great.

How great is that?

Oh, it's wonderful.

That's exactly what I wanted, in fact that's how I described,

that's how I described it to the bad builder and

finally I've got what I wanted.

It's lovely. Look at the workmanship, the tiling is really nice.

High gloss cabinets look fantastic and because they're reflecting a lot

of the light as well makes it look like it's bigger than it really is.

Yes. Because it is a tiny kitchen.

-It is.

-Yes. I lucked out didn't I?

-You definitely did.

-I did.

I'm very, very happy.

So overall, what are your feelings about the whole place?

I feel a great sense of relief, I'm looking forward to living here

and it's a space that, you know, it'll be great to come home.

-Really great.

-Oh, yes.

-It looks the absolute business now.

We've completely transformed Naz's studio from awful

to awesome. White is the colour she wanted for the bathroom and kitchen

to keep them clean and classic and maximise the appearance of space in this small London apartment.

In the bathroom we've installed this simple white suite with sleek

lines and made careful use of the space to create and airy appearance.

The shiny chrome glistens under the new, safe lighting.

In the living area the guys have gone the extra mile and freshened up the walls with a coat of paint.

These are the touches which make such a big difference.

Finally, in the kitchen, the electrical wiring has

been made safe, ready for Naz's new appliances.

The wall units are in place and there is a surprising amount of work

surface space, helped by the smart circular sink and practical cover.

All in all it's a first class job, just what you can expect when you call in the professionals.

-Thank you so much, Clive.

-I'm happy about that. You take care now.

-Yes, you too.

Enjoy this nice, new clean space.

I shall, I definitely shall, I will have a great time.

-OK, Naz, thank you.

-Thank you. You take care of yourself.

-And you too.

-Thank you.

-Bye.

After living without a kitchen and bathroom for nearly three months, I think it's safe to say that our good

guys have turned Naz's renovation wreck into a stunning studio space, which makes her one happy lady.

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