0:00:04 > 0:00:06I'm travelling the length and breadth of Britain
0:00:06 > 0:00:09uncovering shoddy and unfinished building work.
0:00:09 > 0:00:12I couldn't proceed with the extension.
0:00:12 > 0:00:18It was going to be obviously a nightmare. Everything was going to be lies and a con.
0:00:18 > 0:00:23You know, innocent people are still continuing to fall for the cowboy builders' smooth talk.
0:00:23 > 0:00:27I said, "You promised me that this job would be done without any money
0:00:27 > 0:00:30"and now here you are demanding money all the time."
0:00:30 > 0:00:36But don't worry, our team of good guys are in town to sort out the mess that's been left behind.
0:00:36 > 0:00:38Oh, it's wonderful.
0:00:38 > 0:00:42If you stick with me and follow all my hints and tips, together
0:00:42 > 0:00:45we can help prevent you from falling into the Cowboy Trap.
0:00:54 > 0:01:01Today we're in Preston meeting two neighbours who both fell victim to the same serial-offending builder.
0:01:01 > 0:01:06An extension dream led to our first lady's worst nightmare.
0:01:06 > 0:01:09This builder abandoned her conservatory,
0:01:09 > 0:01:16leaving her with dangerous gas, a long list of problems inside, and a backyard building site.
0:01:16 > 0:01:20I was absolutely furious, angry,
0:01:20 > 0:01:23distressed, very tearful,
0:01:23 > 0:01:28to know that someone had left me in this mess.
0:01:28 > 0:01:32This heartless builder struck the same street again.
0:01:32 > 0:01:36Two doors down, we're meeting a retired lady who wanted to adapt her home,
0:01:36 > 0:01:39making it easier for her to manage.
0:01:39 > 0:01:44He took her money and left her struggling to walk down her own driveway.
0:01:44 > 0:01:51I did hear that he was dissolving the company and my heart sank
0:01:51 > 0:01:55because that was a huge blow,
0:01:55 > 0:02:01because I realised if he did that then there'd be no chance of me getting a penny back.
0:02:02 > 0:02:06First up, we're meeting social worker Mary Thorpe.
0:02:06 > 0:02:10She lives with her 25-year-old student son, Ian.
0:02:10 > 0:02:15As she approached retirement, Mary decided to extend her home.
0:02:15 > 0:02:19She wanted to create a conservatory overlooking her garden.
0:02:19 > 0:02:23I wanted more space for the hobbies I wanted to take up going into retirement,
0:02:23 > 0:02:26and I wanted more space for visitors when they came.
0:02:26 > 0:02:32Mary thought she'd get some other home improvements at the same time to minimise disruption.
0:02:32 > 0:02:37New kitchen cupboards, flooring to be put down, the garden to be finished,
0:02:37 > 0:02:41the boiler to be put in, and the decking outside.
0:02:41 > 0:02:46Mary's son, Ian, scoured the internet to find local conservatory companies.
0:02:46 > 0:02:47I went onto a website,
0:02:47 > 0:02:51like a price comparison website for conservatories.
0:02:51 > 0:02:53Got a leaflet out the next day,
0:02:53 > 0:02:56phoned them up. They seemed to know what they were talking about.
0:02:56 > 0:03:00They said they could get someone out this week so we thought, "Yes, we'll give them a go."
0:03:00 > 0:03:05A contractor from the conservatory company came round to do a quote.
0:03:05 > 0:03:09Mary and Ian were quickly reassured by his building knowledge.
0:03:09 > 0:03:14Knew what they were talking about, knew how to lay foundations, told us that no plans would be needed
0:03:14 > 0:03:17because it would be permitted development.
0:03:17 > 0:03:20So I looked up what permitted development was,
0:03:20 > 0:03:22it tied in with what they said.
0:03:22 > 0:03:25Checked out the company on Companies House,
0:03:25 > 0:03:28looked at their website, and I thought yes.
0:03:28 > 0:03:33Mary paid a small £40 deposit to confirm the job.
0:03:33 > 0:03:38The contractor said she would then pay nothing until the work was completed.
0:03:38 > 0:03:43Mary requested a receipt for the deposit in the post, along with her contract.
0:03:43 > 0:03:47All she had to do was decide when she wanted work to start.
0:03:47 > 0:03:52They would get me a contract, and then from the contract
0:03:52 > 0:03:56we would then agree to do the job or when they would start.
0:03:56 > 0:04:01But Mary was in for a big surprise when the contractor picked
0:04:01 > 0:04:04his own start date and didn't even tell her they were coming.
0:04:04 > 0:04:08They turned up one morning while I was at work,
0:04:08 > 0:04:12dug out the foundations without any prior knowledge to anyone.
0:04:12 > 0:04:18From there it was literally phone call after phone call after phone call,
0:04:18 > 0:04:24trying to get them to come and see me and it was just...
0:04:24 > 0:04:30And this building was going up all of the time and there was no contact with them, no contact with them.
0:04:30 > 0:04:35Mary let the work go on. Despite being told she'd have nothing to pay
0:04:35 > 0:04:40until the job was done, the demands for money came thick and fast.
0:04:40 > 0:04:44Initially when the head contractor came around, he stipulated over and over again,
0:04:44 > 0:04:49several times in the conversation, that I would not have to pay any money until the job was done
0:04:49 > 0:04:53and if I didn't like the job and I wasn't happy with the job,
0:04:53 > 0:04:58then I wouldn't have to pay but I'd be so happy with it I'd be willing to endorse them.
0:04:58 > 0:05:06And then all these demands for money and always only ever in cash. He wanted it in cash.
0:05:06 > 0:05:13Within a short time, she'd handed over thousands in cash but the contractor still wanted more.
0:05:13 > 0:05:21By this time I was sick to my stomach, I was stressed out, and I said, "What is it you want from me?"
0:05:21 > 0:05:25I said, "You promised me that this job would be done without any money
0:05:25 > 0:05:29"and now here you are demanding money all the time in cash."
0:05:29 > 0:05:37And we had a heated argument about the plans and the architect and my contract, which still hadn't arrived.
0:05:37 > 0:05:42We discussed money - I said I would get the money for them the next day.
0:05:42 > 0:05:46The two guys that were there signed for the £3,000
0:05:46 > 0:05:48and I haven't seen them since.
0:05:48 > 0:05:54By this point, Mary had paid her full quote of £14,000 for her retirement dream.
0:05:54 > 0:06:00She wanted to add a conservatory overlooking a nice garden, and a new boiler.
0:06:00 > 0:06:04She ended up with unsafe gas and a huge list of snags
0:06:04 > 0:06:09with the extension, and a garden that was more like a bombsite.
0:06:09 > 0:06:12After paying over all this potential amount of money,
0:06:12 > 0:06:16I was then left with a roof that hadn't been sealed or flashed.
0:06:16 > 0:06:21I was left with a garden that was heaped with rubbish and all piled up.
0:06:21 > 0:06:26I was left with a floor that wasn't sealed.
0:06:26 > 0:06:33All of the decking outside, that was supposed to have been completed, and the boiler wasn't working either.
0:06:33 > 0:06:38The long list of problems wasn't the end of her difficulties.
0:06:38 > 0:06:40From the beginning, Mary's contractor
0:06:40 > 0:06:46told her that she wouldn't need planning permission because it was permitted development.
0:06:46 > 0:06:51But when Building Control paid a visit to the property, she had a nasty shock.
0:06:51 > 0:06:58I came home from work one day and Ian said, "I've got bad news, Mum", and I said, "What?"
0:06:58 > 0:07:04He said, "The building guy has been out and we need planning permission."
0:07:04 > 0:07:10I said, "I don't believe this, I just don't believe this!" My instant reaction was
0:07:10 > 0:07:15to start crying because I was just so fed up with them at that point.
0:07:15 > 0:07:18It was just horrible, we couldn't do anything.
0:07:18 > 0:07:21We couldn't touch the house because we had no plans.
0:07:21 > 0:07:25There's no point in finishing the work of you don't have plans because it could all get taken down.
0:07:25 > 0:07:29Permitted development means you can build a conservatory or extension
0:07:29 > 0:07:34without planning permission if it's within certain dimensions and regulations.
0:07:34 > 0:07:37But take a tip from me...
0:07:45 > 0:07:50The great news for Mary is that you can apply retrospectively.
0:07:50 > 0:07:55With the help of a local architect, her planning permission has now been granted,
0:07:55 > 0:07:58so her conservatory extension is safe to stay.
0:07:58 > 0:08:02But she's still waiting for final approval from Building Control
0:08:02 > 0:08:05that the work is of an acceptable standard.
0:08:05 > 0:08:11Mary's retirement dream was left shattered when a builder took all her money and abandoned the project,
0:08:11 > 0:08:16leaving her with a long list of snags and no sign-off from Building Control.
0:08:16 > 0:08:20It's time for me to meet her and find out where it all went wrong.
0:08:24 > 0:08:26- Hello.- Hello, you must be Mary.
0:08:26 > 0:08:29- I am Mary.- I hear you've had problems with cowboy builders.
0:08:29 > 0:08:31A lot of problems. Would you like to come in?
0:08:31 > 0:08:36Yes, I would. Come on, let's have a look. This is the bit I don't like.
0:08:38 > 0:08:41It doesn't look like that door's fitting properly at all, Mary, does it?
0:08:41 > 0:08:44- No, it's not.- What have they done with regards out here?
0:08:44 > 0:08:46Have they dumped all this decking down?
0:08:46 > 0:08:49No, my son-in-law put this down as a temporary measure because there's
0:08:49 > 0:08:54a three-foot drop underneath there for the water.
0:08:54 > 0:08:56For the soil pipes and the drainage?
0:08:56 > 0:09:03- Yes. And they were going to do all of this for me and this is how I'm left. - Anywhere else inside?
0:09:03 > 0:09:08Just the boiler and the kitchen, and the kitchen cupboards were in the price.
0:09:08 > 0:09:11OK, let's go and have a look at that.
0:09:11 > 0:09:14Not only is there danger with the three-foot drop in the garden,
0:09:14 > 0:09:20a heating engineer has condemned the boiler, deeming it unsafe and unfit to use.
0:09:22 > 0:09:25I know you can't fit the boiler into
0:09:25 > 0:09:29a solid piece of wood but I was going to get Venetian lathes
0:09:29 > 0:09:33as far as here and then down below, and that was all in with the price.
0:09:33 > 0:09:37Please don't tell me that these guys also fitted your gas.
0:09:37 > 0:09:42I am going to tell you that because that's what I've got for it.
0:09:42 > 0:09:46I've just noticed, safety warning - at risk.
0:09:46 > 0:09:49Mary's safety is of utmost importance.
0:09:49 > 0:09:55Fixing the danger both in the garden and that condemned boiler is vital.
0:09:55 > 0:10:00Now then, cutting to the chase, we have such a limited time, sadly,
0:10:00 > 0:10:08but what could we do that would help you be able to move on? What could we do?
0:10:08 > 0:10:12It would help me enormously not only to get the work done but to get the work done properly.
0:10:12 > 0:10:14Could we focus on an area for you?
0:10:14 > 0:10:17Possibly out there and the boiler, yes.
0:10:17 > 0:10:19All right, let's see what we can do for you.
0:10:19 > 0:10:24Mary's got a long list of snags and she doesn't know where to start.
0:10:24 > 0:10:28If we can make the boiler safe and the garden usable, it should make
0:10:28 > 0:10:31a huge difference to Mary's life.
0:10:33 > 0:10:36You know, I'd really like to put Mary's retirement dream
0:10:36 > 0:10:40back on track so I think it's time to bring on the good guys.
0:10:49 > 0:10:55Coming up, our independent building inspector knows a cowboy job when she sees one.
0:10:55 > 0:11:00It seems to be one of those stories where someone started off with one particular trade, and in this case
0:11:00 > 0:11:06I'm guessing it's brickwork, and then decided that they could just do everything else.
0:11:08 > 0:11:11Now we're heading two doors down to Mary's neighbour,
0:11:11 > 0:11:15Maureen Lowes. She also got stung by the same bad builder.
0:11:15 > 0:11:22Maureen lives with her dog, Max. She needed to make changes to her home after being diagnosed with cancer.
0:11:22 > 0:11:26Her treatment means getting up and down stairs is tough,
0:11:26 > 0:11:30so she wanted a toilet and shower on the ground floor.
0:11:30 > 0:11:35I would need facilities at some point in time on this level
0:11:35 > 0:11:41because when I'm feeling poorly, going up and down the stairs is really hard for me and a struggle.
0:11:41 > 0:11:47Maureen decided on an extension to give her a room for extra shower and toilet downstairs.
0:11:47 > 0:11:55Outside she needed to make both the front and back space around her home easier to maintain.
0:11:55 > 0:11:57I wanted block paving round the house because I'd got to the point
0:11:57 > 0:12:01where I couldn't keep the garden and I couldn't keep the place tidy.
0:12:01 > 0:12:06Maureen spotted builders working at neighbour Mary's home a few doors down.
0:12:06 > 0:12:10It seemed like a safe and easy option to hire the same guys.
0:12:10 > 0:12:14Two doors along there was some work being done and...
0:12:14 > 0:12:16I had a look at it
0:12:16 > 0:12:22and builders were turning up, which is everyone's fear that they won't turn up.
0:12:22 > 0:12:29So they were doing that and I assumed, and it was correct to a degree,
0:12:29 > 0:12:31that my neighbour had had them checked.
0:12:31 > 0:12:34Maureen's extension needed planning permission,
0:12:34 > 0:12:38so the contractor assured her that he would handle it.
0:12:38 > 0:12:42He said to me was going to sort out the building regs and the plans.
0:12:42 > 0:12:47I would have nothing to do, all I had to do was sit back and recuperate.
0:12:47 > 0:12:51Maureen thought it was a good deal and agreed to the job.
0:12:51 > 0:12:55Planning permission usually takes eight weeks.
0:12:55 > 0:13:00While they were waiting for approval on the extension, work began on the driveway.
0:13:00 > 0:13:03The work started on the front.
0:13:03 > 0:13:10They started taking the earth away and then they started to do a trench and he found a pipe.
0:13:11 > 0:13:16He said he would have to stop work because they would have to find out
0:13:16 > 0:13:20what they were going to do. This pipe is going to be directly under the foundations.
0:13:20 > 0:13:24Maureen knew in her heart her contractor was no good.
0:13:24 > 0:13:29When she questioned him, she got no answers, just excuses.
0:13:29 > 0:13:34Sadly it was the same story at Mary's, just two doors away.
0:13:34 > 0:13:37Maureen realised something was going badly wrong when she enquired about
0:13:37 > 0:13:40her planning permission at the local council.
0:13:40 > 0:13:42They hadn't even heard of her.
0:13:42 > 0:13:48When I found out that still the was no planning and building regs,
0:13:48 > 0:13:52I couldn't proceed with the extension.
0:13:52 > 0:13:58It was going to be obviously a nightmare, everything was going to be lies and a con.
0:13:58 > 0:14:04Maureen was sick of the excuses and put a stop to the job, leaving her in sheer chaos.
0:14:04 > 0:14:06Take a tip from me...
0:14:12 > 0:14:15..so don't leave something so important to your builder.
0:14:21 > 0:14:25Maureen's contractor hadn't even begun the planning permission process.
0:14:25 > 0:14:30Thank goodness they'd not started on the extension.
0:14:30 > 0:14:33Unfortunately, the damage was already done on her driveway.
0:14:33 > 0:14:36My ankle went over one day because it was soft, of course,
0:14:36 > 0:14:42it's not all hard and compact, which gave me a lot of problems with my ankle and my knee and my hip.
0:14:43 > 0:14:46And that was quite painful.
0:14:46 > 0:14:53Maureen handed over £3,650 and the contractor wrecked her driveway.
0:14:53 > 0:14:57Thankfully, she hadn't paid the £18,000 quote.
0:14:57 > 0:15:02She wanted an extension and an easy-to-maintain block-paved garden and driveway,
0:15:02 > 0:15:05but she ended up with a bumpy obstacle course
0:15:05 > 0:15:10leading up to her front door and open trench blocks the back.
0:15:10 > 0:15:13Where we are now was the garden
0:15:13 > 0:15:20and mostly grass with some beautiful flowers,
0:15:20 > 0:15:24and down at the bottom end there was an island of miniature conifers
0:15:24 > 0:15:29and trees, a very pretty area to come home to.
0:15:29 > 0:15:33Coming round here to what was the driveway,
0:15:33 > 0:15:39as you can see it's an absolute mess with troughs and dips.
0:15:39 > 0:15:42It's just completely rubbished.
0:15:42 > 0:15:45I brought an architect out
0:15:45 > 0:15:48to assess this for me
0:15:48 > 0:15:52and he said there was three major things, actually.
0:15:52 > 0:15:57None of this should have been done until the extension was up.
0:15:57 > 0:16:03The land should be left as it was, in situ, until the extension was finished,
0:16:03 > 0:16:05then they should have worked on that.
0:16:05 > 0:16:10Secondly was the fact that there's no membrane underneath,
0:16:10 > 0:16:16and this is of huge importance because this stops the land seeping through
0:16:16 > 0:16:21and coming to the top of the block paving, and it stops weeds.
0:16:21 > 0:16:24And of course initially that's why all this work was going to be done
0:16:24 > 0:16:29because no longer am I up to doing maintenance of that kind.
0:16:31 > 0:16:38Thirdly, he said, "Why did they dig the trench? There is no reason for that trench to be dug
0:16:38 > 0:16:41"because all they have to do is lift that manhole
0:16:41 > 0:16:46"and they knew exactly what was going to be where they dug the trench."
0:16:46 > 0:16:50But nobody thought of lifting the manhole.
0:16:50 > 0:16:57So as things stand now, as you can see, it's an absolute mess.
0:16:57 > 0:16:59There's no extension,
0:16:59 > 0:17:05just an area full of mess and I feel desperate about it all.
0:17:05 > 0:17:07I feel absolutely desperate, it's a nightmare.
0:17:07 > 0:17:12I'm very angry that someone can do this.
0:17:12 > 0:17:18Looking at that disastrous driveway, I'm thankful that these cowboys didn't start on the extension.
0:17:18 > 0:17:23The exasperating experience has really rocked Maureen,
0:17:23 > 0:17:27so I went to find out how we can help get her on the road to recovery.
0:17:27 > 0:17:33In the short space of time, Maureen, that we are here, what could we do
0:17:33 > 0:17:37for you that would help you to relax, put a smile on your face?
0:17:37 > 0:17:42If I could have help with the block paving,
0:17:42 > 0:17:46which means...around me is in order.
0:17:46 > 0:17:54So if everything is in order, I might not achieve or get what I wanted initially but if I can have
0:17:54 > 0:17:59order around me then that lets me concentrate on myself.
0:17:59 > 0:18:03I'm going to charge myself with getting that job done for you,
0:18:03 > 0:18:08getting all the block paving front, side, back, so shall we shake on that and say that's the deal?
0:18:08 > 0:18:11- Oh, yes.- All right, missus, we're going to do just that.
0:18:11 > 0:18:15Our good guys have got a gigantic job on their hands
0:18:15 > 0:18:19removing all the stones and laying down a fantastic new finish.
0:18:19 > 0:18:22Maureen really needs to get this driveway sorted
0:18:22 > 0:18:25and it'll be the first step to making her life easier.
0:18:25 > 0:18:27It's time to bring on the good guys.
0:18:35 > 0:18:39Coming up, our independent building inspector is visiting
0:18:39 > 0:18:44the second house on the street, checking more cowboy catastrophes.
0:18:44 > 0:18:50It isn't work, it's just someone put some stone down for no real apparent reason.
0:18:52 > 0:18:59Back down the road, Mary Thorpe's dream was a conservatory overlooking a beautiful garden.
0:18:59 > 0:19:04After she handed out over £14,000, Mary's contractors scarpered.
0:19:04 > 0:19:10She was left with dangerous gas, a long snagging list, and a building site for a garden.
0:19:10 > 0:19:15Before we set our good guys loose, building inspector Chrissi McCarthy
0:19:15 > 0:19:19is paying her first call to Mary's building fiasco.
0:19:19 > 0:19:23You've had a chance to look around, what do you not like?
0:19:24 > 0:19:27A few things. It seems to be one of those stories
0:19:27 > 0:19:30where someone's started off with one particular trade,
0:19:30 > 0:19:33and in this case I'm guessing it's brickwork,
0:19:33 > 0:19:35and then decided they could just do everything else.
0:19:35 > 0:19:40The brickwork isn't actually too bad but then when you look at the setting out,
0:19:40 > 0:19:44down the side they actually started to build the wall so that it would
0:19:44 > 0:19:46- come up through the window. - How handy.
0:19:46 > 0:19:50I don't know if they designed it as a feature but it wasn't what that the homeowners wanted.
0:19:50 > 0:19:53Then there's the gas as well, not put in by...
0:19:53 > 0:19:57I was going to say CORGI then but of course now it's changed to Gas Safe.
0:19:57 > 0:20:00- Yes, correct.- So that's something that can't be used at the moment
0:20:00 > 0:20:04until someone comes in and looks at that, that is certificated.
0:20:04 > 0:20:05That's been condemned, of course.
0:20:05 > 0:20:09With all that in mind, what score, in your professional opinion,
0:20:09 > 0:20:12would you give these guys for the work they've carried out?
0:20:12 > 0:20:14I think a five.
0:20:14 > 0:20:19Five out of ten? This contractor should be ashamed of his standard of work.
0:20:19 > 0:20:25Our good guys have plotted a two-pronged attack to make Mary's home safe both inside and out.
0:20:25 > 0:20:30John is heading up the interior contingent, sorting the gas.
0:20:30 > 0:20:33I've invited him to shelter from the rain and give us his plan.
0:20:34 > 0:20:41My first plan of action is to isolate the boiler electrically and gas-wise,
0:20:41 > 0:20:46and then I've got to do a test on the gas before I can start.
0:20:46 > 0:20:49- So you're going to need to do a drop test on it?- Yes.
0:20:49 > 0:20:52I have to do that let-by test and then I have to do a sounders test.
0:20:52 > 0:20:55- OK.- The let-by test
0:20:55 > 0:21:00just gives me confidence that the incoming main stop valve is working,
0:21:00 > 0:21:03then I have to run a new gas main all the way back to the boiler.
0:21:03 > 0:21:07- What about the gas flue? That contravenes the regulations. - It does.
0:21:07 > 0:21:09We'll change the flue so that the combustion air
0:21:09 > 0:21:16will be drawn in from underneath the canopy and the flue products will be blown out above the canopy.
0:21:16 > 0:21:17OK, brilliant.
0:21:17 > 0:21:22While John gets the gas under way, Mark is fronting the troops outside.
0:21:22 > 0:21:25They've already taken up the rubble and rubbish.
0:21:25 > 0:21:30They're now levelling the ground, making a nice base for the stones and planters,
0:21:30 > 0:21:32and covering up that nasty drop.
0:21:32 > 0:21:39While they crack on, I want to find out how Mary's cowboy managed to get away with so much money.
0:21:39 > 0:21:45'After taking over £11,000, he came back one night demanding even more cash.'
0:21:45 > 0:21:48How much did you end up spending?
0:21:48 > 0:21:51I really take a big stick to myself
0:21:51 > 0:21:53and beat myself up about this.
0:21:53 > 0:21:55Well, don't, don't.
0:21:57 > 0:22:00Don't. Please don't.
0:22:00 > 0:22:02No big sticks.
0:22:02 > 0:22:04He came...
0:22:04 > 0:22:08and he said, "I'm going to take the men off the job."
0:22:08 > 0:22:10I said, "You've already taken them off."
0:22:10 > 0:22:13And he said,
0:22:13 > 0:22:18"If you give me £3,000, I'll get them back on the job in the morning."
0:22:18 > 0:22:22I said, "Where am I going to get £3,000 at this time of night?"
0:22:22 > 0:22:23This was 8pm.
0:22:23 > 0:22:26And he said, "Well, there's an ATM just up the road."
0:22:26 > 0:22:29He said, "You can get me something for good faith."
0:22:29 > 0:22:31Did he take you to the hole in the wall?
0:22:31 > 0:22:33He took me to the hole in the wall.
0:22:33 > 0:22:37He drove me in his big car, big flashy car,
0:22:37 > 0:22:40with this other guy with him that was supposed to be a trainee.
0:22:40 > 0:22:42He drove me to the ATM,
0:22:42 > 0:22:47I got the £300 out and I gave it to him in the car.
0:22:47 > 0:22:49He's taken a lady not far off retirement...
0:22:49 > 0:22:51That's right.
0:22:53 > 0:22:56And I was very frail and vulnerable at that time, Clive, as well
0:22:56 > 0:23:00because I felt over a barrel, I was over a barrel.
0:23:00 > 0:23:05This scheming contractor should be ashamed about hounding Mary for cash late at night.
0:23:05 > 0:23:09Take a tip from me.
0:23:10 > 0:23:13It's not just bad practice. It's dangerous.
0:23:15 > 0:23:20Pay by cheque or banker's draft so the money can be traced.
0:23:20 > 0:23:25Mary had handed over thousands before she realised that she'd fallen for his tricks.
0:23:25 > 0:23:28Sadly, her neighbour, Maureen, had done the same.
0:23:28 > 0:23:35I can't believe this cold-hearted cowboy managed to swindle both these ladies on the same street.
0:23:35 > 0:23:38Not only has he wrecked their dreams and homes,
0:23:38 > 0:23:42without planning permission they could have both been in big trouble.
0:23:42 > 0:23:45It's time he gave us some answers.
0:23:45 > 0:23:49I going to hopefully get him on the phone. What would you like to say?
0:23:49 > 0:23:54I'd like to say, "You've stolen my money, just please give it to me back.
0:23:54 > 0:23:56"It's my money, not yours."
0:23:56 > 0:23:59- OK, so you'd like your money back of the builders?- Yes.
0:23:59 > 0:24:04OK. In your case, Mary, what would you like to say?
0:24:04 > 0:24:07"Why did you not send the builders back as promised?
0:24:07 > 0:24:12"Why did you lie to me when you knew the builders weren't going to be coming back?"
0:24:12 > 0:24:14Here is the crux of it.
0:24:14 > 0:24:18Who is the one that is going to make the phone call?
0:24:18 > 0:24:20I'll do it, I'm happy to do it.
0:24:20 > 0:24:24I think Mary has a lot to get out on her system yet.
0:24:24 > 0:24:27- OK.- I've worked a lot of mine out. - Yes, OK.
0:24:27 > 0:24:31Now I'm going to dial the number and I'll put it onto speakerphone for you.
0:24:31 > 0:24:34- Yes.- Are you ready?- I'm ready.
0:24:41 > 0:24:46'Your call has been forwarded. At the tone, please record your message.'
0:24:46 > 0:24:51This is Mary Thorpe here, a long time since I tried to get hold of you.
0:24:51 > 0:24:56I'm just wondering why you haven't got back to me and why my job has not been finished.
0:24:56 > 0:25:01I really have a lot of questions for you, and so has Maureen Lowes.
0:25:01 > 0:25:06So I would appreciate some sort of an answer from you from this phone call.
0:25:06 > 0:25:08Thank you.
0:25:08 > 0:25:10- Right.- That sound OK?
0:25:10 > 0:25:15That sounds great. Now the thing is these guys know we're on their case
0:25:15 > 0:25:19and they're just letting their phones ring out but I want to tell you something.
0:25:19 > 0:25:22Our office has been researching, done a bit of research.
0:25:22 > 0:25:25- Oh, right!- We found this.
0:25:25 > 0:25:27Now this is from the registered trust,
0:25:27 > 0:25:34which is a registered company that has CCJs on it
0:25:34 > 0:25:37- for various builders, for various companies. - Yes, what is a CCJ?
0:25:37 > 0:25:43- It's a County Court Judgment... - All right.- ..that's already against the company.
0:25:43 > 0:25:47Interestingly enough as you look at some of these figures,
0:25:47 > 0:25:50£30,000-odd, £20,000-odd...
0:25:50 > 0:25:55Now some have been satisfied. Some have actually been satisfied
0:25:55 > 0:25:58but the majority haven't.
0:25:58 > 0:26:00Here's me... Bournemouth?
0:26:00 > 0:26:03They operate everywhere.
0:26:03 > 0:26:08There's no CCJ though against them in Stoke, which is the area that they come from.
0:26:08 > 0:26:11- They don't do the dirty on their own nest.- Correct.
0:26:11 > 0:26:13So they're making sure.
0:26:13 > 0:26:16- Not in my backyard. - Exactly, not in their backyard.
0:26:16 > 0:26:22Thanks for talking to us and I can't wait to show both of you guys what the good guys are capable of.
0:26:23 > 0:26:27We checked for County Court Judgments with the Registry Trust
0:26:27 > 0:26:28and so can you.
0:26:38 > 0:26:46Coming up, I can't wait to show Mary how her botched boiler and backyard building site had been transformed
0:26:46 > 0:26:49by a little good guys magic.
0:26:49 > 0:26:53Oh, my word, oh, how beautiful!
0:26:56 > 0:26:59Next door but one, we're back with Maureen Lowes.
0:26:59 > 0:27:03She needed to make changes to her home to make life easier for herself.
0:27:03 > 0:27:07She opted for an extension with better ground floor facilities.
0:27:07 > 0:27:11Outside she wanted simple-to-maintain block paving.
0:27:11 > 0:27:17All she got was a dangerously rocky yard that she could barely walk on.
0:27:17 > 0:27:20Our good guys are raring to get on.
0:27:20 > 0:27:23Before they do, I want building inspector Chrissi McCarthy
0:27:23 > 0:27:28to come back and cast her expert eye over Maureen's bodged job.
0:27:28 > 0:27:33- Give us your take on it.- Doesn't look like they've done any prep work, there's no levels to fall.
0:27:33 > 0:27:36It's not even even before we even start thinking about levels,
0:27:36 > 0:27:38so I don't know where the water will go.
0:27:38 > 0:27:40I don't know where the block work is going to go.
0:27:40 > 0:27:45It looks to me almost like someone laid this with no intention of doing anything else to it,
0:27:45 > 0:27:47but literally just getting off, because I can't see...
0:27:47 > 0:27:50They just made work themselves, basically.
0:27:50 > 0:27:52It looks like they were pretty clueless
0:27:52 > 0:27:56and I think the whole thing needs re-grading anyway.
0:27:56 > 0:27:59- Definitely.- Looking at the hole they've dug here,
0:27:59 > 0:28:04nobody knows why they've dug it, it could be part of the drainage system, but who knows?
0:28:04 > 0:28:06It's hard to kind of guess the mind of a madman, isn't it?
0:28:06 > 0:28:09Now this is an important stage,
0:28:09 > 0:28:14what mark out of ten would you give these guys for the work they've carried out so far?
0:28:14 > 0:28:18While I don't know what it is... I think I'd go with zero.
0:28:18 > 0:28:22I just don't really know what they were trying to do. It isn't work.
0:28:22 > 0:28:25It's just someone put some stone down from no real apparent reason.
0:28:25 > 0:28:26So I'm going with zero.
0:28:26 > 0:28:29Do you know what, I think zero is more than enough.
0:28:31 > 0:28:36Zero out of ten? With a score like that they're on the driveway to disaster.
0:28:36 > 0:28:40Our tiptop team are keen to get going on Maureen's drive.
0:28:40 > 0:28:47They're going to be taking up the rocky layers and putting down firm foundations and a fantastic finish.
0:28:47 > 0:28:51'Graham is leading our boys today so what's the plan of action?'
0:28:51 > 0:28:56First thing, we want to check the hardcore, make sure the depth is right.
0:28:56 > 0:28:59- Yes.- If it's not, obviously, we'll have to adjust that.
0:28:59 > 0:29:06- Yes.- When we do that, I don't think there's any membrane been put down so we'll blind the hard-core.
0:29:06 > 0:29:08Just reminder us about blinding it again.
0:29:08 > 0:29:14OK, basically a covering of sand to stop the stone puncturing the membrane.
0:29:14 > 0:29:18Lay the membrane and then after that we'll lay a two-inch scree,
0:29:18 > 0:29:20- consolidate that.- Yes.
0:29:20 > 0:29:23And then basically lay the blocks on top of that.
0:29:23 > 0:29:26And roughly in terms of days, how long do think it's going to take?
0:29:26 > 0:29:29I would say maybe five days, six days, I would think.
0:29:29 > 0:29:31Five days and the job's a good'un.
0:29:31 > 0:29:34While Graham and his team battle the elements getting started,
0:29:34 > 0:29:38I want to find out more about Maureen's search for her builder.
0:29:38 > 0:29:42'Her cancer treatment had made her vulnerable.
0:29:42 > 0:29:46'Choosing a builder that neighbour Mary was using seemed like a safe option.'
0:29:46 > 0:29:50You approached the builders
0:29:50 > 0:29:56that your neighbour was employing at the time to have work done but they were halfway through?
0:29:56 > 0:29:59From my point of view at the time
0:29:59 > 0:30:03I didn't know how much time I had.
0:30:03 > 0:30:07- I don't mean in a serious manner, I mean of energy.- Yes.
0:30:07 > 0:30:10I was taking a short cut.
0:30:10 > 0:30:14- Yes.- And I wouldn't advise anybody to do that, but that's how I felt.
0:30:14 > 0:30:19I felt because of lack of energy and what was happening to me,
0:30:19 > 0:30:25I could only do a certain amount and to get what I wanted
0:30:25 > 0:30:27I was going to have to just do that little amount.
0:30:27 > 0:30:32Maureen made a mistake of putting her trust in these builders without doing any research.
0:30:35 > 0:30:38Don't rely on others to do it for you.
0:30:43 > 0:30:49Maureen's lack of research meant this cruel cowboy could take advantage of her trusting nature.
0:30:49 > 0:30:54'Not only is Maureen lost money, he's destroyed her faith in people.'
0:30:54 > 0:30:58And you were trusting, as well, obviously, to so-called professionals.
0:30:58 > 0:31:01Absolutely, because the dialogue was good,
0:31:01 > 0:31:08the tone was good, the assurances were good.
0:31:08 > 0:31:14- Where I fall down personally, not everybody would be like this, I trust people.- Yes.
0:31:14 > 0:31:21I still can't accept that someone would sit next to me and lie to me.
0:31:21 > 0:31:25- But they're out there, Maureen. - I know, that was my downfall.
0:31:25 > 0:31:30Coming up, Maureen's months of misery and distress are about to be over.
0:31:30 > 0:31:36We're hoping to restore her faith and show her what these good guys can do.
0:31:36 > 0:31:39Oh, it's wonderful.
0:31:40 > 0:31:43Now we're heading back to neighbour Mary.
0:31:43 > 0:31:47The same scamming contractor stole her retirement dream too.
0:31:47 > 0:31:52She wanted a conservatory with gorgeous garden views, and an updated heating system.
0:31:52 > 0:32:00She was left in danger with dodgy gas, a huge list of snags, and a backyard bombsite.
0:32:00 > 0:32:06Our troops have been tackling the task, so I want to find out how they've been getting on.
0:32:06 > 0:32:08Mark, I tell you what.
0:32:08 > 0:32:10- What a mess this garden was.- It was.
0:32:10 > 0:32:14- And what's not helping you is a good old British summer...- That's right.
0:32:14 > 0:32:20- ..with this water pooling all over the place, but I have to say it's starting to shape up nicely.- It is.
0:32:20 > 0:32:23Tell us exactly what you've done so far and what you still got to do.
0:32:23 > 0:32:27So far we've took three tonne of soil off it,
0:32:27 > 0:32:29we've redone all the decking boards.
0:32:29 > 0:32:32- I noticed that, these look loads better now. - Put the Belfast sinks in.
0:32:32 > 0:32:35Yes, I noticed that. They're a nice little touch.
0:32:35 > 0:32:38Yes, a nice touch. We're putting decking all the way around here
0:32:38 > 0:32:42and all down this side, angling it in so it just looks a little bit fancy.
0:32:42 > 0:32:45That gives it a nice border. What's your plan in here?
0:32:45 > 0:32:51Vegetable garden on this side, fresh herbs, rhubarb, mint, everything.
0:32:51 > 0:32:54- That's what Mary wanted. - That's what she wanted.
0:32:54 > 0:32:57Fantastic. In terms of time, how long do you think you've got left?
0:32:57 > 0:32:59- Three or four hours. - Three or four hours, top man.
0:32:59 > 0:33:04The last few months have been a tremendous a strain on Mary and her son.
0:33:04 > 0:33:10I can't wait to show her the team's terrific transformation, but first I need to know that
0:33:10 > 0:33:15her heart and home will no longer take in any more cowboy builders.
0:33:15 > 0:33:22What have you learned, from having a cowboy builder in your property, that you could take forward?
0:33:22 > 0:33:27Do not start anything until you give it to me in writing, that's a biggie, it's a real biggie.
0:33:27 > 0:33:31And from there then, I would like space to think about it.
0:33:31 > 0:33:39Well, look, I realise it's affected you big style, I'm desperate now to put a smile back on your face
0:33:39 > 0:33:41but before we take a look at it,
0:33:41 > 0:33:45just remind me of a couple of areas in the property that were problematic,
0:33:45 > 0:33:48let's say, with, for instance, your heating and your garden.
0:33:48 > 0:33:51The heating was condemned, the boiler was condemned,
0:33:51 > 0:33:58I had no heating, I had no hot water, I'd no nothing and it was just awful.
0:33:58 > 0:34:06- In terms of the garden? - If I go out to the garden, it was actually like a building site.
0:34:06 > 0:34:12You couldn't go out for tripping over things and knee deep in everything,
0:34:12 > 0:34:16and it was just absolutely abysmal, absolutely abysmal.
0:34:16 > 0:34:21So are you ready to go inside and let's go and check out, first of all...
0:34:21 > 0:34:24- The boiler.- The boiler, all right? Shall we go?
0:34:24 > 0:34:26- Let's go.- Come on.
0:34:26 > 0:34:30Come on then, Mary, come in and have a look at this.
0:34:35 > 0:34:37Wow.
0:34:37 > 0:34:40That is a huge difference.
0:34:40 > 0:34:45That's brill, that is absolutely fantastic. Now, does it work?
0:34:45 > 0:34:49Yes, now the thing is it does work.
0:34:49 > 0:34:55The guys have boxed it in nicely as well, it's been fully tested, new pipe-work, you've got the new flue
0:34:55 > 0:34:59that goes outside rather than being enclosed under the canopy.
0:34:59 > 0:35:02What sort of a difference is that now going to make to your life?
0:35:02 > 0:35:06Peace of mind. Huge peace of mind.
0:35:06 > 0:35:09For start off, I can turn on the heating tonight because it's freezing.
0:35:09 > 0:35:11Last night I was under a duvet,
0:35:11 > 0:35:15and now I can have a bath tonight and sit in comfort.
0:35:15 > 0:35:17That's it!
0:35:17 > 0:35:19Little things like that...
0:35:19 > 0:35:22- Make a massive difference.- ..make a massive difference to your life.
0:35:22 > 0:35:27Now then, remember that quagmire of a garden?
0:35:27 > 0:35:29Yes, absolutely, a building site.
0:35:29 > 0:35:33All right, well I'm going to show you something now that I think
0:35:33 > 0:35:36you're going to love but I'm going to need you to close your eyes.
0:35:36 > 0:35:39- So you're going to have to trust me. We'll link arms. - Will I take your arm?
0:35:39 > 0:35:42- We're going to link arms, missus. - Yes, let's go then.
0:35:42 > 0:35:44And then we're going to go and check out that garden.
0:35:44 > 0:35:47- Brill.- Are you ready? - Yes, I'm really excited about it.
0:35:47 > 0:35:50Good! I'm excited and I've seen it!
0:35:50 > 0:35:52Serious. I'm really excited about it.
0:35:52 > 0:35:55All right, so let's go.
0:35:55 > 0:36:02'And the excitement is not over Mary as the good guys' magic touch continues outside.'
0:36:02 > 0:36:07Keep those eyes tight closed. But now funnily enough, I want you to open your eyes.
0:36:07 > 0:36:12Oh, my word, oh, how beautiful.
0:36:12 > 0:36:15Oh, look at this!
0:36:16 > 0:36:21Oh, how beautiful, absolutely beautiful.
0:36:21 > 0:36:25From a building site to this?
0:36:25 > 0:36:27Oh, my word, I can't believe it.
0:36:27 > 0:36:29Look at all my herbs.
0:36:29 > 0:36:33Oh, my word, that's beautiful, absolutely stunning.
0:36:33 > 0:36:36Thank you, Clive, and thank you to the team. They've been fantastic.
0:36:36 > 0:36:40This double hit of good guys has really worked wonders.
0:36:40 > 0:36:45Mary's retirement dream was devastated when the cunning contractor
0:36:45 > 0:36:48left her conservatory looking slapdash and unfinished.
0:36:48 > 0:36:53The gas was dangerous and the back garden looked like a builder's yard.
0:36:53 > 0:37:00Now the heating system is working and the gas is safe, with the pipes beautifully boxed in.
0:37:00 > 0:37:04Outside, the rubbish has been removed, the ground has been levelled off,
0:37:04 > 0:37:08filling up that dangerous drop under the decking.
0:37:08 > 0:37:15Sleepers border the edges, forming planters filled with perfect plants and Mary's dream herb garden.
0:37:15 > 0:37:21The trellises give an architectural structure to the back, creating two separate spaces.
0:37:21 > 0:37:25It looks like both Mary and Ian are impressed.
0:37:25 > 0:37:28It's really, really beautiful, isn't it?
0:37:28 > 0:37:33- Really nice.- And we can have the barbecues out here now.
0:37:33 > 0:37:35Yes.
0:37:36 > 0:37:41Back down the road, Maureen Lowes experienced the same bad builder treatment.
0:37:41 > 0:37:47An extension and simple-to-maintain outside space would help give her the easier life she needed.
0:37:47 > 0:37:54But after handing over £3,500, she struggled to walk out of her own front door.
0:37:54 > 0:38:00Graham's team had a hard job on their hands, so I need to find out how they're getting on.
0:38:00 > 0:38:04Look at that. I've got to be honest with you, young Graham,
0:38:04 > 0:38:08I don't think you'll find a cowboy builder taking that much attention to detail.
0:38:08 > 0:38:13Come and talk to us, mate. I'm loving it, the work you've done, you've really cracked on with it.
0:38:13 > 0:38:15It looks fantastic.
0:38:15 > 0:38:19Tell us what you've done, what you've still got left to do, and if you've hit any snags.
0:38:19 > 0:38:24Yes, I mean we've knocked it into shape, the levels were all over the place up and down, you know.
0:38:24 > 0:38:30But it's gone OK, as I say, all we got the do now basically a few edges to put in,
0:38:30 > 0:38:35the rest of the block to put down, sand blind it, and then whack them down and that's it.
0:38:35 > 0:38:38In terms of time, how long do you think you've got left?
0:38:38 > 0:38:39I would say about three hours left.
0:38:39 > 0:38:43All right, I can't wait to show Maureen what you have done, guys.
0:38:43 > 0:38:46- Excellent job, I'll let you carry on. - Brilliant.- Cheers, buddy.- Cheers.
0:38:46 > 0:38:51After months of misery, I can't wait to show Maureen Graham's great job,
0:38:51 > 0:38:53but first I need to know
0:38:53 > 0:38:59'that she's now equipped with all the right tools to protect herself from any other potential cowboys.'
0:38:59 > 0:39:03Now before we go and take a look at what the good guys have done,
0:39:03 > 0:39:07just describe to me what it was like before we arrived.
0:39:09 > 0:39:13It was a nightmare. It was like living on a bombsite.
0:39:13 > 0:39:17Now hopefully what we've done out there, you're going to love.
0:39:17 > 0:39:24But before we look at it, tell me what have you learned from having a cowboy builder in your property
0:39:24 > 0:39:29that you will be able to take forward the next time?
0:39:29 > 0:39:33I've learnt, primarily,
0:39:33 > 0:39:36that yes, people can stand in front of you and lie.
0:39:36 > 0:39:39It's not a concept that I've understood before.
0:39:39 > 0:39:41So don't take their word...
0:39:41 > 0:39:43- No.- ..face value.- No.
0:39:43 > 0:39:48So it is that time, are you ready to take a look at what we've done?
0:39:48 > 0:39:52- I'm more than ready. - Great, let's go. After you, missus.
0:39:52 > 0:39:59'I can't wait to see Maureen's face when she opens her eyes to her new dream driveway.'
0:39:59 > 0:40:01- Shut the door, keep your eyes closed.- Yes.
0:40:01 > 0:40:04Eyes closed, eyes closed.
0:40:04 > 0:40:07- Are you ready?- Yes.- Open them.
0:40:10 > 0:40:16Oh, it's wonderful, it's absolutely...
0:40:18 > 0:40:20It's a stunner, isn't it?
0:40:20 > 0:40:23- Look at the space for a start. - I know.
0:40:23 > 0:40:28Oh, it's beautifully done, absolutely beautiful.
0:40:28 > 0:40:31We'll go round the corner but look at the detail.
0:40:31 > 0:40:33Oh, look at that curve.
0:40:33 > 0:40:37Them curves are gorgeous, aren't they? Look at this.
0:40:37 > 0:40:43Now look at the space. You remember what it looked like?
0:40:43 > 0:40:45It was awful, wasn't it, before?
0:40:45 > 0:40:51- But now it looks amazing. - Oh, it's beautiful.
0:40:51 > 0:40:55The job these boys have done is absolutely incredible.
0:40:55 > 0:40:58You've got all of your box soakaway there as well.
0:40:58 > 0:41:02It's important to make sure that all the water's going away from the surface.
0:41:02 > 0:41:06They've used a laser line generator to make sure that they've got
0:41:06 > 0:41:09the levels right and that the water can soak away correctly.
0:41:09 > 0:41:12But look at the space it's given you.
0:41:12 > 0:41:15- The expanse of it...- It's fantastic.
0:41:15 > 0:41:19Let's go out to the front because this is what you're going to see
0:41:19 > 0:41:24when you approach your home. Do you remember what it was like before when you are approaching your home?
0:41:24 > 0:41:25Oh, yes.
0:41:25 > 0:41:29- Depressing.- Depressing. But now...
0:41:29 > 0:41:35Oh, look around here, absolutely great.
0:41:35 > 0:41:38It's a cracker of a job, isn't it? Hey? What do you think?
0:41:38 > 0:41:42These guys are skilled and I tell you what, I think I said to you
0:41:42 > 0:41:50- a couple of days ago I lost my faith in tradesmen and I was frightened to ask anybody to do anything.- Yes.
0:41:50 > 0:41:52But these guys have restored it.
0:41:52 > 0:41:55They've done a fantastic, phenomenal job.
0:41:55 > 0:41:57Yes, and they've proved there are craftsmen still around.
0:41:57 > 0:42:04We've taken up the dangerous stones from all around her house and filled in that nasty trench.
0:42:04 > 0:42:09The whole area has been levelled out with hardcore, sand, and screed then topped off
0:42:09 > 0:42:12with a layer of membrane to prevent the weeds growing through.
0:42:12 > 0:42:19The rocky road has been replaced with beautiful block paving, giving a fantastic finish.
0:42:19 > 0:42:21Just tell me what your feelings are right now.
0:42:21 > 0:42:24- Joy, absolute joy.- Yes?
0:42:24 > 0:42:29Yes, absolutely, and I'm going to have a party.
0:42:29 > 0:42:31- A driveway party?- Yes!
0:42:31 > 0:42:34'Hopefully she'll invite the whole street.'
0:42:34 > 0:42:37You know I'm so chuffed, we've managed to put the smiles
0:42:37 > 0:42:41back on those two lovely ladies' faces, Mary and Maureen.
0:42:41 > 0:42:45Please remember not all builders are cowboys and if you do your research,
0:42:45 > 0:42:49you won't go falling headlong into the Cowboy Trap.
0:42:53 > 0:42:56Subtitles by Red Bee Media Ltd
0:42:56 > 0:43:00E-mail subtitling@bbc.co.uk