0:00:04 > 0:00:06Cowboy builders know no limits,
0:00:06 > 0:00:09and they could be operating in a town near you.
0:00:09 > 0:00:11All these bad things were happening.
0:00:11 > 0:00:13We'd had some rainstorms,
0:00:13 > 0:00:16then all the water started coming in through the new extension,
0:00:16 > 0:00:17through the ceiling.
0:00:17 > 0:00:19I'm about to raise the roof
0:00:19 > 0:00:22on one of the worst building disasters I've ever seen.
0:00:22 > 0:00:24I'm having to live with all this,
0:00:24 > 0:00:28which I thought was going to be a dream property.
0:00:28 > 0:00:30It's turned out to be a complete nightmare.
0:00:30 > 0:00:33Me and my team are here to right the wrongs
0:00:33 > 0:00:36those bad builders leave behind.
0:00:36 > 0:00:39Turn around and look at your roof.
0:00:39 > 0:00:41It's perfect!
0:00:41 > 0:00:44Stick with me and I'll pass on all my hints and tips
0:00:44 > 0:00:47to help prevent you from falling into the Cowboy Trap.
0:00:56 > 0:00:58On today's Cowboy Trap,
0:00:58 > 0:01:02we'll discover why it's so important to hire the right builder
0:01:02 > 0:01:05and how you should never let them get too comfortable
0:01:05 > 0:01:06inside your property.
0:01:06 > 0:01:08He was cosy and warm through the winter.
0:01:08 > 0:01:13He'd run me a £600 gas and electric bill up.
0:01:13 > 0:01:16We'll discover how the builder charmed the neighbours,
0:01:16 > 0:01:19but left the homeowner out in the cold.
0:01:19 > 0:01:23He told lots of people he'd have me in by Christmas Eve,
0:01:23 > 0:01:26and he was just showing off there.
0:01:26 > 0:01:29The new extension ran massively over budget,
0:01:29 > 0:01:32but when it was finished, there was a nasty surprise.
0:01:32 > 0:01:36The roof leaked, and the builder had broken all the rules.
0:01:36 > 0:01:40The builder on this particular job may end up in court.
0:01:41 > 0:01:47We're travelling to Derby to meet retired beautician June Soresby.
0:01:47 > 0:01:51Two years ago, June and husband Gilbert bought this modern bungalow.
0:01:51 > 0:01:53They decided it would be the perfect home for them
0:01:53 > 0:01:57when Gilbert retired from his job as an engineer with Rolls-Royce.
0:01:57 > 0:02:01There was a courtyard garden and space for the pedigree cats
0:02:01 > 0:02:04they had spent years breeding and showing.
0:02:04 > 0:02:05It's a lovely area.
0:02:05 > 0:02:10It's quite an upmarket area round here, lovely and quiet.
0:02:10 > 0:02:11June and Gilbert hired an architect
0:02:11 > 0:02:14to draw up plans to extend the property.
0:02:14 > 0:02:17There would be a new sun room and much larger kitchen
0:02:17 > 0:02:18and a posh porch on the front.
0:02:18 > 0:02:22The rest of the bungalow would be given a complete facelift,
0:02:22 > 0:02:25with two new bathrooms, central heating,
0:02:25 > 0:02:28rewiring and lighting outside in the garden.
0:02:28 > 0:02:31The builder would start work while they lived in another property.
0:02:31 > 0:02:34They'd gone up to the roof spars, where you'd call the steels,
0:02:34 > 0:02:37they'd done all the shell, the brickwork,
0:02:37 > 0:02:38and dug out the floor.
0:02:38 > 0:02:40They hadn't put concrete down,
0:02:40 > 0:02:43no windows, no electrics or anything like that.
0:02:43 > 0:02:46After laying the foundations, bricks and steelwork,
0:02:46 > 0:02:48June's builder made a surprising announcement.
0:02:48 > 0:02:51He'd decided to leave the job.
0:02:51 > 0:02:54The first builders were a disappointment,
0:02:54 > 0:02:57so I thought, "Well, I don't know what we're going to do."
0:02:57 > 0:03:00I said to my husband, "We are in a mess. What are we going to do?
0:03:00 > 0:03:02"We've got to get this sorted."
0:03:02 > 0:03:04The half-built extension still needed a roof,
0:03:04 > 0:03:06windows, doors and floors.
0:03:06 > 0:03:09The rest of the bungalow was still to be refurbished.
0:03:09 > 0:03:14Then June remembered a builder they had hired to do some work at a previous property.
0:03:14 > 0:03:17The second builder come along and I told him all the story,
0:03:17 > 0:03:19and he come and had a look.
0:03:19 > 0:03:22And I'd got to know this second builder.
0:03:22 > 0:03:24I knew him five or six years ago,
0:03:24 > 0:03:28because he came and put a log cabin up in my garden.
0:03:28 > 0:03:31June knew the builder's work from years back.
0:03:31 > 0:03:34But there's a big difference between building a log cabin
0:03:34 > 0:03:38and laying patio slabs to building an extension on a bungalow.
0:03:38 > 0:03:41I told him my budget. He didn't say how much it would be.
0:03:41 > 0:03:45He agreed it would be finished by end of October, early November.
0:03:45 > 0:03:48Desperate to get the half-built extension finished
0:03:48 > 0:03:52and confident the builder could complete the job by Christmas,
0:03:52 > 0:03:56June made a common mistake - she told him her budget.
0:03:56 > 0:04:00Take my tip, never tell your builder what your budget is.
0:04:00 > 0:04:02Always ask three builders to come
0:04:02 > 0:04:05and give you their detailed quotes for the work.
0:04:05 > 0:04:07By comparing the quotes side by side,
0:04:07 > 0:04:11you'll be able to see the rate for each separate part of the job.
0:04:11 > 0:04:15This will allow you to decide what your budget should be.
0:04:15 > 0:04:18The builder started work in August.
0:04:18 > 0:04:22My husband used to visit every day to see what the progress was,
0:04:22 > 0:04:24and he even helped him.
0:04:24 > 0:04:25I used to pull his leg and say,
0:04:25 > 0:04:29"I hope you're not charging me for my husband being your labourer."
0:04:29 > 0:04:32Well, my husband was a very clever, intelligent man.
0:04:32 > 0:04:35He could see that the budget was going out the roof.
0:04:35 > 0:04:37It was going over the top.
0:04:37 > 0:04:40This is what he says - "Look, we've got to keep this budget down."
0:04:40 > 0:04:45That's why he came along, to give him help, to push the job on.
0:04:46 > 0:04:48June and Gilbert were beginning to worry
0:04:48 > 0:04:51the build was going too slowly.
0:04:51 > 0:04:56Things went on, and then it was towards the middle of October.
0:04:56 > 0:05:01My husband suffered from a very rare blood condition. He took poorly.
0:05:01 > 0:05:03He become very ill, where he got this...
0:05:03 > 0:05:06He shouldn't have been really helping here,
0:05:06 > 0:05:08where there was plaster and dust and that.
0:05:08 > 0:05:11He had a very bad asthma attack.
0:05:11 > 0:05:14He was taken into hospital,
0:05:14 > 0:05:19and he was so poorly that he ended in intensive care in a coma
0:05:19 > 0:05:21for quite some time.
0:05:21 > 0:05:25With the build in trouble and Gilbert in hospital,
0:05:25 > 0:05:27June had to be strong for both of them.
0:05:28 > 0:05:33I sat with Gilbert ten, twelve hours at the new hospital in Derby,
0:05:33 > 0:05:37worried out... You know, wondering, thinking, it was such a big shock -
0:05:37 > 0:05:40unexpected, a 58-year-old man, you lose them,
0:05:40 > 0:05:43and you don't think you're going to lose them that quick.
0:05:43 > 0:05:47Then, one Saturday morning in November last year,
0:05:47 > 0:05:50June got the phone call she was dreading.
0:05:50 > 0:05:52My mobile rung. It was his special nurse,
0:05:52 > 0:05:57and she says, "June, you'll have to come quick,
0:05:57 > 0:06:00"cos I don't think Gilbert's going to last much longer.
0:06:00 > 0:06:02"He's had a turn for the worse." You know?
0:06:05 > 0:06:09I got this taxi, and the taxi firm were so good to me.
0:06:09 > 0:06:11I was pounding the room till they arrived,
0:06:11 > 0:06:14and I don't know how he got me to the hospital in six minutes.
0:06:14 > 0:06:17It was like he was flying through the air. But he was a good guy.
0:06:17 > 0:06:19He was so kind to me.
0:06:19 > 0:06:24And I run as fast as I could into the intensive care, but he'd gone.
0:06:24 > 0:06:29It was too late. So you can imagine, I was in a terrible, terrible state.
0:06:29 > 0:06:33And I couldn't pull myself together, you know? Just couldn't.
0:06:40 > 0:06:44Nothing can prepare you for the loss of a loved partner.
0:06:44 > 0:06:49June was distraught and suddenly felt very alone.
0:06:49 > 0:06:52But the bungalow still had to be finished.
0:06:52 > 0:06:56I told this builder about it over the weekend, and he says,
0:06:56 > 0:06:59"Don't worry, you carry on and arrange all Gilbert's funeral.
0:06:59 > 0:07:01"We'll look after you."
0:07:01 > 0:07:04June hoped she would be able to move into her bungalow at Christmas,
0:07:04 > 0:07:09but the work wasn't finished, and she went to live in an apartment.
0:07:10 > 0:07:15The builder had made himself nice, warm and cosy in the bungalow,
0:07:15 > 0:07:19and it looked as though he'd be staying inside all winter long.
0:07:19 > 0:07:21He was cosy and warm through the winter.
0:07:21 > 0:07:26He'd run me a £600 gas and electric bill up.
0:07:26 > 0:07:30I'd never lived in this place myself, but he was using my gas and electric.
0:07:30 > 0:07:33I know he's got to use it for power tools and things like that,
0:07:33 > 0:07:37and you don't mind him mashing a cup of tea, but that was never stopping.
0:07:37 > 0:07:40And I'd had a big new fridge-freezer delivered,
0:07:40 > 0:07:43and he'd unpacked that and used it and made a right mess of that.
0:07:43 > 0:07:49He was cutting up food on me granite worktops,
0:07:49 > 0:07:53he was going shopping in my time to buy his cigars,
0:07:53 > 0:07:56and they'd go home quite early in the afternoon,
0:07:56 > 0:08:00as the neighbours told me, you know, sometimes they weren't around.
0:08:00 > 0:08:04No, cos they're probably in here, keeping cosy, doing nothing.
0:08:05 > 0:08:08The builder was nice and comfy on the job,
0:08:08 > 0:08:11but June was desperate to move in herself.
0:08:11 > 0:08:13I said, "Well, I can't hold out much longer.
0:08:13 > 0:08:16"You've got to get this finished, or I'll be homeless."
0:08:16 > 0:08:19He took advantage. He used to say, "I'm bringing you an invoice.
0:08:19 > 0:08:21"I want some money, I want some payment."
0:08:21 > 0:08:24And I'd say, "Well, I'll go and arrange for a cheque for you,
0:08:24 > 0:08:25"but we've got to meet,
0:08:25 > 0:08:29"because if you give me another invoice like this,
0:08:29 > 0:08:31"I won't be able to pay it.
0:08:31 > 0:08:34"Because you're going over the top, I don't know what I'm paying for."
0:08:34 > 0:08:39June says her budget was £65,000, but by April,
0:08:39 > 0:08:43she had invoices totalling £100,000 for the extension
0:08:43 > 0:08:46and the brand-new bathrooms and kitchen.
0:08:46 > 0:08:51On the Whitsun, I came round to see 'em. The place were filthy.
0:08:51 > 0:08:55The doors were a bit damaged here, there and everywhere.
0:08:55 > 0:08:58And I wasn't happy at quite a lot of the things,
0:08:58 > 0:09:00cos I could see it wasn't good.
0:09:00 > 0:09:04And I says to him, "I'm not really happy about this.
0:09:04 > 0:09:08"The place is a mess, and you've marked all me kitchen."
0:09:08 > 0:09:11And there were more nasty surprises in store.
0:09:11 > 0:09:14I found out all these bad things were happening.
0:09:14 > 0:09:16We'd had some rainstorms,
0:09:16 > 0:09:19and then all the water started coming in through the new extension,
0:09:19 > 0:09:22through the ceiling and the lights.
0:09:22 > 0:09:23They were all bad work,
0:09:23 > 0:09:26and he wouldn't give me an electric certificate,
0:09:26 > 0:09:29a gas certificate, because he said I hadn't paid him.
0:09:29 > 0:09:33There isn't one room where you can't find something wrong with.
0:09:33 > 0:09:39It's like plumbing, electrics, gas, windows, drains.
0:09:39 > 0:09:41The drains was a major problem,
0:09:41 > 0:09:45because I had raw sewage coming up through my en-suite.
0:09:45 > 0:09:48June's build had come to a very bad end.
0:09:48 > 0:09:51But when the builder left, even more problems came to light.
0:09:51 > 0:09:55After the builder walked away, he left June with a big bill.
0:09:55 > 0:09:59But even worse, she discovered he'd broken loads of building regulations.
0:10:00 > 0:10:04Coming up, an independent chartered surveyor
0:10:04 > 0:10:07gives the work done on June's roof a big thumbs down.
0:10:07 > 0:10:10There's at least half an inch, an inch of water up there
0:10:10 > 0:10:13due to the way the roof has been constructed.
0:10:15 > 0:10:18We're in Derby with June Soresby.
0:10:18 > 0:10:22Her dream of creating the perfect retirement bungalow went badly wrong
0:10:22 > 0:10:25when she hired the wrong builder for the job.
0:10:25 > 0:10:27With bills totalling £100,000,
0:10:27 > 0:10:30June's new extension has a roof which leaks like a sieve,
0:10:30 > 0:10:34bad drains, dangerous electrics, no certification for the gas boiler
0:10:34 > 0:10:38and a long list of problems throughout the property.
0:10:38 > 0:10:41What's happening here, when it pours in rain...
0:10:43 > 0:10:48..It pools into the... Like down into the valley where he's put it,
0:10:48 > 0:10:51then it puddles, makes a lot of big puddles,
0:10:51 > 0:10:53and then it just comes through this ceiling.
0:10:53 > 0:10:55You have to have buckets along here.
0:10:55 > 0:11:00And then it escapes through the light switch after.
0:11:00 > 0:11:02I'd come back to check the place,
0:11:02 > 0:11:07and I could see I'd got a mess here and I'd got a problem.
0:11:07 > 0:11:09This is supposed to be the family bathroom,
0:11:09 > 0:11:10but I've never been able to use it.
0:11:10 > 0:11:13It goes in and out, and that's...
0:11:13 > 0:11:15It should clip to.
0:11:15 > 0:11:18Well, that's the gap through there.
0:11:18 > 0:11:20You can't close them properly.
0:11:20 > 0:11:23When you do, all the water gushes through.
0:11:23 > 0:11:25So I can't use this shower at all.
0:11:25 > 0:11:29I thought I was going to have this gorgeous Victorian toilet
0:11:29 > 0:11:30and be able to use it.
0:11:30 > 0:11:32It leaks from the cistern up there.
0:11:32 > 0:11:36If you look up there, there's a great, gaping hole there.
0:11:36 > 0:11:42He's put a black pipe on down there.
0:11:42 > 0:11:43Now, I'm only a woman,
0:11:43 > 0:11:49but I know that this should have been sawn off and gone further back.
0:11:49 > 0:11:51He's just stuck it on any old how.
0:11:51 > 0:11:55As I said, a lovely bathroom, and I can't use it,
0:11:55 > 0:11:57because of the bad workmanship.
0:11:57 > 0:12:01That's all got to be corrected with a plumber and a fitter,
0:12:01 > 0:12:04whoever can put this right. I hope they can.
0:12:04 > 0:12:08Outside, the shoddy workmanship continues.
0:12:08 > 0:12:11There's even the risk June could get an electric shock
0:12:11 > 0:12:14from the exposed wiring for her garden lights.
0:12:14 > 0:12:17None of the cables are buried properly,
0:12:17 > 0:12:20and that's an ordinary domestic inside cable
0:12:20 > 0:12:23attached to an armoured cable.
0:12:23 > 0:12:29And the box is all exposed and water can go into it, and that's bad.
0:12:29 > 0:12:30I didn't even know.
0:12:30 > 0:12:34The electrician, he was supposed to be registered,
0:12:34 > 0:12:37and then I found out he wasn't.
0:12:37 > 0:12:41He said he'd got, you know, somebody to look over it.
0:12:41 > 0:12:45Well, you don't do that, you have a proper electrical firm, don't you?
0:12:45 > 0:12:49And the time that guy spent here, God knows what he was doing.
0:12:51 > 0:12:54But this I was hoping to have as a little memorial garden
0:12:54 > 0:12:58with my husband's name on there in memory of him, but that won't happen.
0:13:02 > 0:13:07All these things along the edge, they're hanging off.
0:13:07 > 0:13:09A big, strong wind that comes, a real gale,
0:13:09 > 0:13:12they're all going to be off within no time.
0:13:12 > 0:13:15And underneath, he's put the tiles. They're all damaged and broke.
0:13:15 > 0:13:17There's rubble under them,
0:13:17 > 0:13:20and the windows are holded up with little big stones
0:13:20 > 0:13:23that you'd put in your cement mixer to clean it out.
0:13:23 > 0:13:26And all builder's rubble holding them up there
0:13:26 > 0:13:30and tiles that he's broken off just shoved in-between,
0:13:30 > 0:13:32hoping - cos I wouldn't go up there and see it, you see?
0:13:32 > 0:13:36The way he's done the valley, which falls wrong,
0:13:36 > 0:13:40that's what's causing it to leak into the garden room.
0:13:40 > 0:13:45I've been told this is bad, but that end's even worse.
0:13:45 > 0:13:48The roof is the most important part of any building,
0:13:48 > 0:13:52because if rainwater penetrates inside the property,
0:13:52 > 0:13:53it causes serious damage.
0:13:53 > 0:13:58When it rains, cos that's not put on properly,
0:13:58 > 0:14:02it's like Swallow Falls just coming down the walls both sides.
0:14:02 > 0:14:05Here, all these are off.
0:14:05 > 0:14:08There's no mastic in any of the windows whatsoever,
0:14:08 > 0:14:11back and front, and it's the same with the porch.
0:14:11 > 0:14:15It's such a shoddy job for what sort of money I've been paying the guy.
0:14:15 > 0:14:18The builder hasn't finished the outside
0:14:18 > 0:14:20to any standard you could call competent.
0:14:20 > 0:14:24He just left it like that, so everything from the kitchen -
0:14:24 > 0:14:26it's the same with the utility -
0:14:26 > 0:14:30it just goes all over, all the water goes on the wall - you can see -
0:14:30 > 0:14:32and down and all over everywhere.
0:14:32 > 0:14:34Or I'm washing anything,
0:14:34 > 0:14:37like your vegetables, it just comes down.
0:14:39 > 0:14:41Thanks to the bodging builder,
0:14:41 > 0:14:45this is what happens every time June uses her kitchen sink.
0:14:54 > 0:14:56Poor June.
0:14:56 > 0:14:59June found life very hard without her husband,
0:14:59 > 0:15:01and to make matters worse,
0:15:01 > 0:15:04her builder turned her dream home into a disaster.
0:15:04 > 0:15:09It's time for me to meet her and find out where it all went wrong.
0:15:12 > 0:15:14- Hello there. Are you June? - Hello. Yes, I am.
0:15:14 > 0:15:16I'm Clive from Cowboy Trap.
0:15:16 > 0:15:19You've had cowboy builders. Do you mind showing me the damage?
0:15:19 > 0:15:21Yes, there's plenty of it.
0:15:21 > 0:15:22Come on, let's have a look.
0:15:22 > 0:15:26There are lots of problems with June's new extension,
0:15:26 > 0:15:29and the local building inspector won't issue a completion certificate
0:15:29 > 0:15:31until all the faults are rectified.
0:15:31 > 0:15:36I wonder what we can do to help June put this bad build behind her.
0:15:36 > 0:15:39- You have no certificate for the electrical work.- No guarantee.
0:15:39 > 0:15:42No guarantee that the gas work that's been undertaken
0:15:42 > 0:15:45- was done by a professional, problems with the roof...- A leaking roof.
0:15:45 > 0:15:51And of course, at the moment, the job isn't signed off by the council.
0:15:51 > 0:15:54Now, in the short space of time that we're here,
0:15:54 > 0:15:57what can we do for you
0:15:57 > 0:16:00that will put a little bit of a smile on your face?
0:16:00 > 0:16:06- I want a dry roof. I really want to know that it's watertight.- OK.
0:16:06 > 0:16:09There's such a lot to be put right - windows, doors, whatever -
0:16:09 > 0:16:11but as long as it's watertight...
0:16:11 > 0:16:17Charge me, then, with the job of sorting that roof out, OK?
0:16:17 > 0:16:19We'll do that for you. We'll get that sorted.
0:16:19 > 0:16:21We'll get the right guys in to do the job.
0:16:21 > 0:16:25You've been through more stress than I could even ever imagine.
0:16:25 > 0:16:29Yes, it's like being in a horror film, to be quite honest.
0:16:29 > 0:16:34It's crucial June has a watertight roof on her new extension.
0:16:34 > 0:16:37The council won't sign off the build until the roof is stripped
0:16:37 > 0:16:40and rebuilt to meet the building regulations.
0:16:40 > 0:16:42We've got a big job on our hands.
0:16:42 > 0:16:44June has had so many difficulties,
0:16:44 > 0:16:47but it's important she feels safe under her own roof,
0:16:47 > 0:16:50and I know just the men that can make that happen.
0:16:50 > 0:16:53It's time to bring on the good guys and put things right.
0:16:58 > 0:17:00Before the good guys get stuck in,
0:17:00 > 0:17:03I want independent chartered surveyor David Hollingsworth
0:17:03 > 0:17:06to give his verdict on the standard of the builders' work.
0:17:06 > 0:17:09- Hey, David. How are you? Busy there with your notes.- Yes.
0:17:09 > 0:17:12I would imagine there's a fair few notes you've made on this particular property.
0:17:12 > 0:17:14There's a number of issues with this property.
0:17:14 > 0:17:18Now, from our point of view, your info,
0:17:18 > 0:17:20being our independent chartered surveyor,
0:17:20 > 0:17:22is crucial to the whole thing.
0:17:22 > 0:17:25So, what have you seen that's not to your liking?
0:17:25 > 0:17:30Well, Clive, to me, the problems lie mostly with the roof installation.
0:17:30 > 0:17:32At first glance, it looks reasonable,
0:17:32 > 0:17:35but as you look closer at the detailing,
0:17:35 > 0:17:38there's every possibility of water ingress
0:17:38 > 0:17:40due to the way the roof has been constructed.
0:17:40 > 0:17:44Just explain a little more how that roof has been constructed.
0:17:44 > 0:17:46The roof has two pitches to it
0:17:46 > 0:17:50with a central section at the bottom of the two pitches called a valley.
0:17:50 > 0:17:56- Yeah.- The valley is lined with a GRP plastic liner,
0:17:56 > 0:17:58which transports the water from the roof pitches
0:17:58 > 0:18:00into the rainwater system.
0:18:00 > 0:18:04The problem that I found, Clive, with the GRP valley
0:18:04 > 0:18:07is it's not allowing the water to run into the rainwater down pipe.
0:18:07 > 0:18:09As you can see, today, Clive, it's a sunny day,
0:18:09 > 0:18:11it's not rained for at least 24 hours.
0:18:11 > 0:18:13There's at least half an inch, an inch of water up there,
0:18:13 > 0:18:17and that, to me, indicates that in a heavy rainstorm,
0:18:17 > 0:18:19that will only exasperate the problem,
0:18:19 > 0:18:23the water levels will rise and find its way into the building
0:18:23 > 0:18:24through under the tiles themselves.
0:18:24 > 0:18:27Anything else that's jumped out at you that you don't like?
0:18:27 > 0:18:29Just details on the roof again.
0:18:29 > 0:18:34There are very slimly cut tiles around the roof-light areas,
0:18:34 > 0:18:38which is another potential area for water to ingress the building.
0:18:38 > 0:18:41The windows haven't been sealed elsewhere.
0:18:41 > 0:18:43There's also some drainage problems, as well.
0:18:43 > 0:18:48In general, it's just poor, to say the least.
0:18:48 > 0:18:52June has spent in excess of £100,000.
0:18:52 > 0:18:55In terms of value for money, what do you think?
0:18:55 > 0:19:01It seems like a lot for what is a fairly small, standard single-storey extension, to me, Clive.
0:19:01 > 0:19:03OK, we're coming to the critical bit now,
0:19:03 > 0:19:06and that's marks out of ten for the work that you've seen,
0:19:06 > 0:19:09what would you give this particular builder?
0:19:09 > 0:19:11The work that I've seen, I'll give him four out of ten.
0:19:11 > 0:19:13A poor four out of ten.
0:19:13 > 0:19:17This builder should hang his head in shame.
0:19:17 > 0:19:21Coming up, Gilbert's workmate Terry, who stepped in to help,
0:19:21 > 0:19:24says he's glad things are finally looking up for June.
0:19:24 > 0:19:26Getting this problem resolved
0:19:26 > 0:19:29would probably be the most...
0:19:29 > 0:19:32The best thing that would happen to June
0:19:32 > 0:19:34since her husband died last November.
0:19:36 > 0:19:39We're in Derby, helping recently widowed June Soresby.
0:19:39 > 0:19:43She and husband Gilbert planned to refurbish and extend a bungalow
0:19:43 > 0:19:45ready for their retirement.
0:19:45 > 0:19:47But when Gilbert died unexpectedly,
0:19:47 > 0:19:51June was left trying to manage the building project on her own.
0:19:51 > 0:19:52She fell into the Cowboy Trap
0:19:52 > 0:19:55when she hired a builder who got too comfy on the job
0:19:55 > 0:19:57and the budget ran out of control.
0:19:57 > 0:20:02When June finally did manage to move in, she found a long list of faults.
0:20:02 > 0:20:05Now the council won't sign off the work.
0:20:05 > 0:20:08One of the main problems is the roof over the new extension,
0:20:08 > 0:20:10which is what we're helping put right.
0:20:10 > 0:20:13Our team today is led by Simon Knight.
0:20:13 > 0:20:14So, what's the plan of action?
0:20:14 > 0:20:16Hey, Simon. Sorry to interrupt you.
0:20:16 > 0:20:19I realise the first job is getting that scaffolding up.
0:20:19 > 0:20:21Lots of problems for June on this property.
0:20:21 > 0:20:23Just explain to us what you're going to do
0:20:23 > 0:20:26and how you're going to go about it. What's the plan?
0:20:26 > 0:20:29We've got to strip all the roof off there
0:20:29 > 0:20:32- and see what's underneath it to start with.- OK. Big job.- Yes.
0:20:32 > 0:20:35There's no building control been passed on the roof itself,
0:20:35 > 0:20:38so we need to see what's underneath and take it from there.
0:20:38 > 0:20:40- Around the skylights as well. - Yep. They've got to be coming off.
0:20:40 > 0:20:42How long will it take you?
0:20:42 > 0:20:44Hopefully, two weeks, weather permitting.
0:20:44 > 0:20:46OK. Weather permitting.
0:20:46 > 0:20:49We are in the United Kingdom, and it is summer!
0:20:49 > 0:20:52But it'd be great peace of mind for June. Great to have you on board.
0:20:52 > 0:20:56While the good guys get to work replacing the defective roof,
0:20:56 > 0:20:58I want to track back with June
0:20:58 > 0:21:01and find out how her building dreams have ended so sadly.
0:21:01 > 0:21:05Did you tell him how much money you'd got available?
0:21:05 > 0:21:10Yes, I said, "65,000 is my budget to finish inside and refitting."
0:21:10 > 0:21:13Don't tell anyone how much you've got available.
0:21:13 > 0:21:16It's almost like telling a pickpocket
0:21:16 > 0:21:18what you've got in your pockets.
0:21:18 > 0:21:21Don't give them the heads up about what sort of fund is available.
0:21:21 > 0:21:23Now, just let's think about the fact
0:21:23 > 0:21:26that we never got a contract from our first builder.
0:21:26 > 0:21:30Did we get a detailed contract from the second guy?
0:21:30 > 0:21:31We thought we could trust him,
0:21:31 > 0:21:34cos we'd dealt with him previous five years.
0:21:34 > 0:21:36Mm. On a smaller job.
0:21:36 > 0:21:41Yes. Yes, smaller job. He said his diary were full, but I knew.
0:21:41 > 0:21:44I said to my husband I was lucky he could come.
0:21:44 > 0:21:47He started immediately, in the next week.
0:21:47 > 0:21:49That's always something to worry about.
0:21:49 > 0:21:50If a builder can start immediately, worry.
0:21:50 > 0:21:53- Cos good builders are usually tied up.- I realise that now.
0:21:54 > 0:22:00June and her husband were anxious to get the half-built extension finished, but take my tip.
0:22:00 > 0:22:01However desperate you are
0:22:01 > 0:22:04to get your building project started or finished,
0:22:04 > 0:22:08take time to choose the right builder for the job.
0:22:08 > 0:22:11Good builders get booked up weeks or months ahead.
0:22:11 > 0:22:13June hired the builder,
0:22:13 > 0:22:16because he had built a log cabin and laid a patio for them,
0:22:16 > 0:22:18but June's husband soon began to have doubts
0:22:18 > 0:22:20he was the right man for the job.
0:22:20 > 0:22:24So he was saying to me, "I didn't want to upset you,
0:22:24 > 0:22:29"but this builder isn't all he's supposed to be.
0:22:29 > 0:22:32"We'll get him to finish the inside and we've got to get rid of him."
0:22:32 > 0:22:36Well, him and Gilbert was arguing cos by this time he'd gone over budget
0:22:36 > 0:22:41and it was coming up to well over 70,000.
0:22:41 > 0:22:43When was the day when you said, enough is enough?
0:22:43 > 0:22:48It was over the floor in the bedroom, he wasn't going to put this thing right in the bedroom.
0:22:48 > 0:22:53- Yeah. Cos there was a crack between the old building and... - You couldn't lay the carpet.
0:22:53 > 0:22:57The place was still in a mess. Dirty, untidy, a bomb site.
0:22:57 > 0:23:02Looking like this... I said, "I'm not refusing to pay you,
0:23:02 > 0:23:04"but that invoice you brought me round,
0:23:04 > 0:23:06"I've had advice from a lawyer
0:23:06 > 0:23:08"and I've talked to my financial adviser
0:23:08 > 0:23:12"and it's a lot of money to just give you straightaway like that."
0:23:12 > 0:23:16I said, "Before... I'm not refusing to pay you
0:23:16 > 0:23:18"and I'm not sacking you or anything.
0:23:18 > 0:23:24"I want this done ASAP and I'm also going to have an independent report done on your work and the costing."
0:23:24 > 0:23:29He went back flabbergasted cos I'd had a right showdown with him.
0:23:29 > 0:23:31He brought me to tears. I was shaking.
0:23:31 > 0:23:35I was really crying and he knew he'd done this to me
0:23:35 > 0:23:37knowing I was still in grief.
0:23:37 > 0:23:41He took his tools and took some stuff and gone. He'd walked off the job.
0:23:41 > 0:23:44He wasn't going to come back and do another thing there
0:23:44 > 0:23:46until I'd paid this invoice.
0:23:47 > 0:23:49Fortunately, June found a good Samaritan
0:23:49 > 0:23:52in one of her husband's former workmates at Rolls-Royce.
0:23:53 > 0:23:55Terry offered to come and have a look
0:23:55 > 0:23:57at all the problems she was having.
0:23:57 > 0:24:01When I first met her in March or April,
0:24:01 > 0:24:05the job didn't seem to have come any further than it was
0:24:05 > 0:24:08when she told me what it was like in January.
0:24:08 > 0:24:10In about a month since I first saw the bungalow,
0:24:10 > 0:24:15I couldn't see any progress and yet there were still workmen on site,
0:24:15 > 0:24:17she said, all that time.
0:24:17 > 0:24:18Don't know what they were doing.
0:24:18 > 0:24:21I couldn't see any progress being carried out.
0:24:23 > 0:24:26Terry could see there were problems with the quality of the work
0:24:26 > 0:24:29and he took lots of photographs for June as evidence.
0:24:29 > 0:24:33The problem with the roof didn't highlight itself
0:24:33 > 0:24:39until we had a really bad rainstorm in...
0:24:39 > 0:24:41I think it was in June some time.
0:24:41 > 0:24:47She rang me up and said there was water coming through her ceiling in the conservatory.
0:24:48 > 0:24:52So I came round and I could see the water coming through
0:24:52 > 0:24:54so I went up on the roof
0:24:54 > 0:24:57and that's when I could see all the problems on the roof.
0:24:57 > 0:24:59I didn't know what the problem was,
0:24:59 > 0:25:01but I knew that the problem was up in the valley somewhere.
0:25:03 > 0:25:06Terry was absolutely right and when the building inspector came in,
0:25:06 > 0:25:10he said the roof didn't meet the building regulations.
0:25:10 > 0:25:11Let's see what the problem was.
0:25:11 > 0:25:14Simon, there was loads of problems on that roof with the valley
0:25:14 > 0:25:18and I know you've done a mock-up for us to demonstrate why it was so bad.
0:25:18 > 0:25:20- Just talk us through it. - It was pooling.
0:25:20 > 0:25:25When that pooling was heavy, it came straight through into the house itself.
0:25:25 > 0:25:27If I just demonstrate how this would run,
0:25:27 > 0:25:30or how it would pool. Look at that.
0:25:30 > 0:25:32Water is definitely coming over the edge there.
0:25:32 > 0:25:38- Therefore, that's going to go straight in through the roof void and cause the damage.- Yes.
0:25:38 > 0:25:43What we need now is a mock-up of the job that you've done.
0:25:43 > 0:25:46- The quality. Shall we take a look at that?- Yep. No problem.
0:25:46 > 0:25:48Brilliant. Just talk us through this one.
0:25:48 > 0:25:53We've put deeper sides in it to allow for the float to go through.
0:25:53 > 0:25:56We've also formed a step, which is crucial for the lead we've used,
0:25:56 > 0:26:00so it allows it to move and expand and contract naturally.
0:26:00 > 0:26:02and then the water just disperses normally.
0:26:02 > 0:26:05I'm going to to put that to the test. I am your rain man.
0:26:05 > 0:26:07Here we go.
0:26:10 > 0:26:11Look at that!
0:26:14 > 0:26:16Now that is just how it should be.
0:26:16 > 0:26:20- Beautiful. - I tell you what, that, sir, perfect.
0:26:20 > 0:26:23- Nice job.- Thank you.
0:26:23 > 0:26:26Coming up - the building inspector warns the builder on this job,
0:26:26 > 0:26:30he could be in serious trouble for breaking all the rules.
0:26:30 > 0:26:33The builder on this particular job may end up in court.
0:26:34 > 0:26:40We're in Derby helping June Soresby put her building blues behind her.
0:26:40 > 0:26:42When her husband died unexpectedly,
0:26:42 > 0:26:45she was left to supervise all the work being done
0:26:45 > 0:26:48to extend and refurbish their retirement bungalow.
0:26:48 > 0:26:53The build ran over by months and the builder's bill ran sky high.
0:26:53 > 0:26:57Even worse, the council say the job doesn't meet building regulations
0:26:57 > 0:26:59and they won't sign it off.
0:26:59 > 0:27:02The builder left when June grew alarmed by his demands for money
0:27:02 > 0:27:06and then she received a letter from his lawyer.
0:27:06 > 0:27:10The builder, after all the bad work and all the money he'd had,
0:27:10 > 0:27:14he was pursuing me, you know, not listening to me,
0:27:14 > 0:27:19he was pursuing me for quite a lot more money
0:27:19 > 0:27:22and I refused. I wasn't going to give it to him.
0:27:22 > 0:27:27I'd have a report and we'd see at the end of the day, do I owe him any money.
0:27:27 > 0:27:29But I think he owes me a lot of money.
0:27:29 > 0:27:30I need to counter claim on him.
0:27:30 > 0:27:35June's legal bill now runs to more than £10,000.
0:27:35 > 0:27:37The bills are mounting up everywhere.
0:27:37 > 0:27:42A Gas Safe investigation revealed the boiler hasn't been correctly commissioned.
0:27:42 > 0:27:45They've instructed the sub-contractor to return
0:27:45 > 0:27:47and complete his work.
0:27:47 > 0:27:49If he comes and does it, I won't be paying him.
0:27:49 > 0:27:54But if he doesn't come and do it then I've got to pay another plumber,
0:27:54 > 0:27:57which we've had an estimate for. It's about 1,650.
0:27:57 > 0:28:00The electrics haven't been certified either
0:28:00 > 0:28:05and June has been told that to get this done will cost another £2,000.
0:28:05 > 0:28:08The local authority building control officer Nick Henman
0:28:08 > 0:28:12is alarmed by all the problems which have come to light.
0:28:12 > 0:28:15You've seen the paperwork that's been issued
0:28:15 > 0:28:18with all of the problems on this build,
0:28:18 > 0:28:21via your authority, of course. What have you made of it?
0:28:21 > 0:28:23We're a bit concerned on this project
0:28:23 > 0:28:25that there are a number of problems.
0:28:25 > 0:28:31Derby City Council now will look at the possibility of prosecution
0:28:31 > 0:28:35against the builder who's contravened these regulations.
0:28:35 > 0:28:39Once an extension has been passed by the local authority
0:28:39 > 0:28:41that work can be carried out,
0:28:41 > 0:28:45they then get within that about five or six visits.
0:28:45 > 0:28:47The builder will always say,
0:28:47 > 0:28:51"Look, I'll call in the guy from the council when I'm ready"
0:28:51 > 0:28:53at each certain stage.
0:28:53 > 0:28:57But the homeowner can call in the inspector if they want to.
0:28:57 > 0:29:00Most definitely. If at any time the owner is concerned,
0:29:00 > 0:29:02they've only got to pick the phone up,
0:29:02 > 0:29:04one of our inspectors will be there.
0:29:04 > 0:29:07We're not like the old fashioned clerk of works.
0:29:07 > 0:29:09- We're not here all the time.- Yes.
0:29:09 > 0:29:14But that doesn't mean to say that we're not there for the owner
0:29:14 > 0:29:17and if they wish us to come and have a look at something,
0:29:17 > 0:29:18or if they're concerned about anything,
0:29:18 > 0:29:20we'll come and have a look.
0:29:20 > 0:29:21We're going to put this roof right,
0:29:21 > 0:29:24but how do we go about the rest of the problems?
0:29:24 > 0:29:26We will work with the owner now.
0:29:26 > 0:29:31The contraventions that have been identified are not insurmountable.
0:29:31 > 0:29:34Certainly the electrics are going to be difficult,
0:29:34 > 0:29:37but we will be working with the owner to try and achieve that.
0:29:37 > 0:29:40If it means that some work's got to be exposed
0:29:40 > 0:29:43so we can check and make sure it complies with regulations,
0:29:43 > 0:29:45I am sorry, that's got to be done.
0:29:47 > 0:29:50The builder on this particular job may end up in court
0:29:50 > 0:29:53and I think that's the message. It's easier to ring us.
0:29:53 > 0:29:56Bring us in in advance of any problems that he sees.
0:29:56 > 0:29:57We'll help him.
0:29:57 > 0:30:03We do our utmost every day to stop these contraventions happening.
0:30:03 > 0:30:06- Yep.- The last thing we want to do is drag people into court,
0:30:06 > 0:30:08but if people are out there
0:30:08 > 0:30:12blatantly trying to contravene regulations,
0:30:12 > 0:30:17blatantly trying to not comply with them, we've no alternative.
0:30:17 > 0:30:20I think that the fact that you're there on their shoulder
0:30:20 > 0:30:23ready to take that action is very important.
0:30:23 > 0:30:24Cheers, mate. Thank you, sir.
0:30:26 > 0:30:27Our team is busy at work
0:30:27 > 0:30:31making sure the roof complies with all the building regulations.
0:30:31 > 0:30:34Rain water must drain off the new roof
0:30:34 > 0:30:36and not penetrate inside the bungalow.
0:30:36 > 0:30:40June couldn't have been expected to know the job had been bodged.
0:30:40 > 0:30:43Managing any big build project is a skilled job.
0:30:43 > 0:30:45So here's my Clive's five top tips
0:30:45 > 0:30:48to help you keep your big build out of trouble.
0:30:48 > 0:30:52Decide on a budget and allow for a contingency fund.
0:30:52 > 0:30:57Get three fully itemised quotes and compare them side by side.
0:30:57 > 0:31:00Don't cut corners. You'll pay dearly in the long run.
0:31:00 > 0:31:05Be aware about what the contract does and doesn't include.
0:31:05 > 0:31:07If you want top of the range fittings,
0:31:07 > 0:31:08like kitchens and bathrooms,
0:31:08 > 0:31:12it's usually best to supply them yourself.
0:31:12 > 0:31:14Make sure you hire the right people for the job
0:31:14 > 0:31:16and check them out thoroughly.
0:31:16 > 0:31:20Check your builder's references and trade memberships are genuine.
0:31:20 > 0:31:22If you build is very expensive,
0:31:22 > 0:31:25consider hiring an experienced project manager.
0:31:25 > 0:31:28It may prove a very wise investment.
0:31:28 > 0:31:33Avoid adding to or changing the job partway through.
0:31:33 > 0:31:37Adding extras or changing your mind can be very costly.
0:31:37 > 0:31:39Your builder may have to undo work already done,
0:31:39 > 0:31:41or they may take the opportunity
0:31:41 > 0:31:44to significantly increase the overall cost.
0:31:44 > 0:31:49If you have concerns, however small, talk to your builder right away.
0:31:49 > 0:31:52Good builders want happy customers,
0:31:52 > 0:31:55so, if you have concerns, sit down and talk to your builder.
0:31:55 > 0:31:57Don't wait until things go wrong
0:31:57 > 0:32:00and you end up speaking through solicitors.
0:32:00 > 0:32:04Coming up - what would June like to say to her builder now?
0:32:04 > 0:32:08Why has my ceiling fell in? Why are my windows still not sealed?
0:32:08 > 0:32:11Why has the electrics been condemned?
0:32:12 > 0:32:16The roof over the new extension on June Soresby's retirement bungalow
0:32:16 > 0:32:19failed to pass the building regulations.
0:32:19 > 0:32:21The building inspector will be very surprised
0:32:21 > 0:32:24when he hears what Simon and his team have found up there.
0:32:24 > 0:32:27Simon, you've done a great job on that roof so far.
0:32:27 > 0:32:29I know you've still got a little bit to do,
0:32:29 > 0:32:32but what problems did you come across trying to sort it out?
0:32:32 > 0:32:35When we came across the valleys to take them out,
0:32:35 > 0:32:37they'd been preformed in glass fibre.
0:32:37 > 0:32:41If you look down here, the joints they used for gluing it together
0:32:41 > 0:32:43was a glass-fibre kit out of a car repair kit.
0:32:43 > 0:32:45Nothing to do with roofing at all.
0:32:45 > 0:32:47- And it's got holes in it!- Yeah.
0:32:47 > 0:32:49I mean, it is pretty awful, isn't it?
0:32:49 > 0:32:54- I'm intrigued about the paint roller tray. What's that about?- A beauty!
0:32:54 > 0:32:58Underneath the valley, at one side where he knew it was leaking in,
0:32:58 > 0:33:01he put a paint tray to catch the water that was dripping in...
0:33:01 > 0:33:02You're having a laugh.
0:33:02 > 0:33:06..In the hope that in the winter it would accumulate in there,
0:33:06 > 0:33:08and in the summer, evaporate.
0:33:08 > 0:33:11- He already knew the water was going to come in?- Yes.
0:33:11 > 0:33:15- He prepared himself.- He was already doing it.- Seriously, I'm amazed.
0:33:15 > 0:33:17What else did you find?
0:33:17 > 0:33:20When he formed the valleys themselves,
0:33:20 > 0:33:23he wasn't leading the laths into left and right of the valley.
0:33:23 > 0:33:27Consequently he was having to stick tiles together, they didn't fit in.
0:33:27 > 0:33:30- He was gluing tiles together? - Gluing them, yes. That's adhesive.
0:33:30 > 0:33:33Unbelievable! Absolutely unbelievable.
0:33:33 > 0:33:36How long do you think you've got left now, in terms of time,
0:33:36 > 0:33:38to finish off and I can show June what you've done?
0:33:38 > 0:33:40We've probably got about four hours left,
0:33:40 > 0:33:42then hopefully that will wrap it all up.
0:33:42 > 0:33:44I'm so chuffed we got the good guys in.
0:33:44 > 0:33:50- It's goodbye to what is a quite awful job on that roof.- Yes.
0:33:50 > 0:33:51- Well played.- Thanks.
0:33:51 > 0:33:53With the help of the good guys,
0:33:53 > 0:33:57I hope June can start to put this bad build behind her.
0:33:57 > 0:34:01The problems that June's builder left behind
0:34:01 > 0:34:03caused her an enormous amount of worry,
0:34:03 > 0:34:06on top of the grief for her late husband.
0:34:06 > 0:34:11But she's still prepared to put up a fight and I admire June's strength,
0:34:11 > 0:34:15but I'm shocked at the amount of money her builder took from her.
0:34:15 > 0:34:19I think it's time we heard what he's got to say for himself.
0:34:19 > 0:34:21How long ago was it
0:34:21 > 0:34:24when you had your last conversation with your builder?
0:34:24 > 0:34:28Erm... The end of May.
0:34:28 > 0:34:31And how did that conversation go, can you remember?
0:34:31 > 0:34:35Not very well because I told him...
0:34:35 > 0:34:38He was asking me for a final... Well, not a final payment,
0:34:38 > 0:34:43another big invoice what wasn't the invoice it should have been.
0:34:43 > 0:34:45We had issues over this.
0:34:45 > 0:34:50It ended in me telling him what I thought about him.
0:34:50 > 0:34:51So just remind me, June,
0:34:51 > 0:34:55in terms of the length of time the job was supposed to take
0:34:55 > 0:34:58and what it actually did take to get to this stage -
0:34:58 > 0:35:02how long did he originally quote it would take him to do the work?
0:35:02 > 0:35:0512 weeks, but we'd allow for anything.
0:35:05 > 0:35:09A little bit here and there, but how long did it take in the end?
0:35:09 > 0:35:12It's almost a year with all this...
0:35:12 > 0:35:15What did he originally quote? Just remind me.
0:35:15 > 0:35:19I told him I couldn't afford more than 65.
0:35:19 > 0:35:22So he never quoted you a price?
0:35:22 > 0:35:25- Well, he agreed to the 65.- So 65K.
0:35:25 > 0:35:28If you had an opportunity to speak to your builder,
0:35:28 > 0:35:30what would you like to say to him?
0:35:30 > 0:35:32I'd like to tell him, how could he do this to a woman?
0:35:32 > 0:35:35I was very genuine and gave him work through a bad winter.
0:35:35 > 0:35:38Why has my ceiling fell in? Why are my windows still not sealed?
0:35:38 > 0:35:41Why has the electrics been condemned?
0:35:41 > 0:35:44I'm going to give you the opportunity,
0:35:44 > 0:35:47you don't have to accept it, the opportunity to call him
0:35:47 > 0:35:50or I can do it on your behalf. What would you like to do?
0:35:50 > 0:35:52- I don't want to talk to the man.- OK.
0:35:52 > 0:35:56As I said, he's left me in a state knowing I was in grief
0:35:56 > 0:35:59and I didn't get a chance to grieve.
0:35:59 > 0:36:03I was worried he was going to leave me with a bomb site, which he did.
0:36:03 > 0:36:07OK. Look, if you just sit tight and,
0:36:07 > 0:36:13as much as you might want to jump in while he's talking, just sit tight.
0:36:13 > 0:36:16I'll make the call and we'll see where we go from there.
0:36:16 > 0:36:17All right? Let's go.
0:36:21 > 0:36:23RINGING TONE
0:36:26 > 0:36:30I just want to go through one or two questions with you.
0:36:30 > 0:36:35When the builder answers, he says June hasn't been invoiced £100,000
0:36:35 > 0:36:37and still owes £23,000.
0:36:37 > 0:36:41He says his sub-contractors were responsible for all the work,
0:36:41 > 0:36:44which has failed to meet the building regulations.
0:36:44 > 0:36:47They'll put right any work which is wrong,
0:36:47 > 0:36:51but they've been away from the site because of the dispute on payment.
0:36:51 > 0:36:54June now says she's lost confidence in the work
0:36:54 > 0:36:56and doesn't want the builder back.
0:36:56 > 0:36:58There's no doubt about it,
0:36:58 > 0:37:01he sort of tried to pass the buck in terms of the roof.
0:37:01 > 0:37:02He got sub-contractors in.
0:37:02 > 0:37:06At the end of the day, he is 100% responsible for those sub-contractors.
0:37:06 > 0:37:08He should know the quality of their work.
0:37:08 > 0:37:12The quality of their work, at best, is poor.
0:37:12 > 0:37:14I certainly don't want that electrician back.
0:37:14 > 0:37:16He's a young lad and I don't think he's qualified.
0:37:16 > 0:37:17You won't have him back.
0:37:17 > 0:37:21We've had the electrics tested and June has made arrangements
0:37:21 > 0:37:23for the electrical installation to be corrected.
0:37:23 > 0:37:25The original gas safe engineer
0:37:25 > 0:37:27has since returned to certify the boiler.
0:37:27 > 0:37:30Terry, who worked with June's husband,
0:37:30 > 0:37:34is relieved her problems are finally coming to an end.
0:37:34 > 0:37:36You couldn't ask for a nicer person, an honest person.
0:37:36 > 0:37:38You can see the state she's in now,
0:37:38 > 0:37:40you can imagine the state she was in in January.
0:37:40 > 0:37:42She'd not long lost her husband.
0:37:42 > 0:37:45If you could get closure on this for June,
0:37:45 > 0:37:49you would add five years on to her life for a start.
0:37:49 > 0:37:53Coming up - I can't wait to see June's reaction
0:37:53 > 0:37:56when I show her what the good guys have done to make the roof sound.
0:37:56 > 0:37:58Turn around and look at your roof.
0:37:59 > 0:38:00It's perfect.
0:38:04 > 0:38:06Our work is almost finished now in Derby.
0:38:06 > 0:38:08June's roof is ready
0:38:08 > 0:38:11and I can't wait to show her what a professional job looks like.
0:38:11 > 0:38:14Simon and the team have done an amazing job.
0:38:14 > 0:38:16I hope June will be pleased,
0:38:16 > 0:38:21but before I show her outside, what was it like before we got here?
0:38:21 > 0:38:25- June, you've been through a heck of a lot...- Yes.
0:38:25 > 0:38:30But now I want to be able to show you what good guys are capable of,
0:38:30 > 0:38:33and hopefully lift a little bit of that pressure
0:38:33 > 0:38:35you've been suffering with the build.
0:38:35 > 0:38:38But before I show you exactly what we've done,
0:38:38 > 0:38:43do you mind first of all telling me what it was like before we arrived?
0:38:43 > 0:38:47It didn't look right for a start, it looked messy,
0:38:47 > 0:38:50like an amateur didn't know what he was doing.
0:38:50 > 0:38:54This is the dispute that my late husband was having with him.
0:38:54 > 0:39:00Early days of me taking over with the keys, we had a heavy rainstorm.
0:39:00 > 0:39:04It started to come through the ceiling and the light switch,
0:39:04 > 0:39:05which was a bit frightening
0:39:05 > 0:39:08because I was on my own and I didn't know which way to turn.
0:39:08 > 0:39:11I think you're underplaying it there, a bit frightening.
0:39:11 > 0:39:13Water and electricity just don't mix.
0:39:13 > 0:39:15In other words, it was a complete mess.
0:39:15 > 0:39:19- These guys did not know what they were doing.- They didn't.
0:39:19 > 0:39:20What are you hoping for?
0:39:20 > 0:39:23What are you hoping to see when we get outside?
0:39:23 > 0:39:27A nice shiny roof that's not going to let...
0:39:27 > 0:39:30That's not going to let any water through or anything,
0:39:30 > 0:39:34that looks decent. And I can be proud of it.
0:39:34 > 0:39:36Before finally we go and take a look,
0:39:36 > 0:39:38what do you think you've learned
0:39:38 > 0:39:40from having a cowboy builder in your property
0:39:40 > 0:39:44that you can take to the next time you employee a tradesperson?
0:39:44 > 0:39:45I've learnt a lot.
0:39:45 > 0:39:51I've learnt that you make a proper contract, a written contract,
0:39:51 > 0:39:53and a timescale on it.
0:39:53 > 0:39:57And you have to really do your homework on them.
0:39:57 > 0:40:00Now, this is the time where my heart starts to fly,
0:40:00 > 0:40:03because I can't wait to show you what the good guys are capable of.
0:40:03 > 0:40:05- Are you ready to come with me?- Yes.
0:40:05 > 0:40:07- Come on, let's go out.- OK.
0:40:09 > 0:40:13June won't get any more water through the ceiling inside,
0:40:13 > 0:40:16because of all the good work we've done outside.
0:40:16 > 0:40:20You can now turn around and look at your roof.
0:40:20 > 0:40:24Oh, it's very neat.
0:40:24 > 0:40:28It looks like a real brand new building.
0:40:28 > 0:40:31It's perfect.
0:40:31 > 0:40:35- It looks fantastic.- Proper people who know what they're doing up there.
0:40:35 > 0:40:37Look at all this work.
0:40:37 > 0:40:39It's fantastic work, isn't it?
0:40:39 > 0:40:44The finish is so neat. If you feel strong enough, I can hold your hand,
0:40:44 > 0:40:46you can get a bit of a closer look because...
0:40:46 > 0:40:48Let me have a look at your view from here.
0:40:48 > 0:40:52- Yeah, not brilliant. - I can see it's looking prettier.
0:40:52 > 0:40:55I want to take your hand a minute, I want you to step up the steps.
0:40:55 > 0:40:59On to the next one. I've got you. I've got you.
0:40:59 > 0:41:02You're my height now, look.
0:41:02 > 0:41:04It's really good. I'm really pleased.
0:41:04 > 0:41:06There's no messing with the ridging,
0:41:06 > 0:41:11where it was all odd and up and down before. Yes, thank you.
0:41:11 > 0:41:15Now then, tell me how you're feeling.
0:41:15 > 0:41:18A lot better now I know I've got a decent roof.
0:41:19 > 0:41:23The roof was a right mess and failed to meet building regulations.
0:41:23 > 0:41:27There was no felt, the tiles had been glued together,
0:41:27 > 0:41:30the fibreglass valley was bodged with a car repair kit,
0:41:30 > 0:41:33and a paint tray was hidden inside to catch the leaks.
0:41:33 > 0:41:36Our guys have done a first-rate job
0:41:36 > 0:41:38to help June get the roof up to standard.
0:41:38 > 0:41:43They completely stripped everything back to expose all the problems,
0:41:43 > 0:41:45then they lay felt, re-fixed the tiles
0:41:45 > 0:41:50and completely redesigned the valley using high quality lead work
0:41:50 > 0:41:51to create a fall line
0:41:51 > 0:41:55to carry all the rain water safely away off the roof.
0:41:55 > 0:41:57To finish, all the soffits and fascias,
0:41:57 > 0:42:00gutters and downpipes have been refixed.
0:42:00 > 0:42:03This is exactly the kind of job you can expect
0:42:03 > 0:42:05when you call in the professionals.
0:42:05 > 0:42:09It's a very big step towards getting June's build fully signed off
0:42:09 > 0:42:11by the council's building inspector.
0:42:11 > 0:42:14I'm sure it's going to make a big difference.
0:42:14 > 0:42:16I feel I can go to bed and not wake up and find
0:42:16 > 0:42:20I've got water all over the floor the next morning or buckets there.
0:42:22 > 0:42:27At long last, June can finally put this disastrous build behind her.
0:42:27 > 0:42:29All building projects are stressful,
0:42:29 > 0:42:33but in June's case it clashed with a heartbreaking loss.
0:42:33 > 0:42:36But choose your builders wisely.
0:42:36 > 0:42:38Just because somebody can lay patio slabs,
0:42:38 > 0:42:41it doesn't mean to say they can do your extension.
0:42:41 > 0:42:43And don't let them get too comfy.
0:42:43 > 0:42:47And that way, you won't go falling into the Cowboy Trap.
0:43:08 > 0:43:12Subtitles by Red Bee Media Ltd
0:43:12 > 0:43:16E-mail subtitling@bbc.co.uk