0:00:04 > 0:00:09We're searching the country for the worst building disasters in Britain.
0:00:09 > 0:00:12But now, after everything's been unearthed,
0:00:12 > 0:00:14we now find that we're living in a death trap.
0:00:14 > 0:00:18Cowboy builders are causing disaster and devastation
0:00:18 > 0:00:21and they could be coming to a town near you.
0:00:21 > 0:00:23It's just a whole range of emotions, really.
0:00:23 > 0:00:29You're devastated, you're angry, you feel so stupid.
0:00:30 > 0:00:33But never fear. We've got a team of good guys on standby
0:00:33 > 0:00:35to repair these botched builds.
0:00:35 > 0:00:38We're so grateful. You've saved my children's lives, basically.
0:00:38 > 0:00:41I'm going to pass on all my hints and tips
0:00:41 > 0:00:45in the hope that it will prevent you from falling into the cowboy trap.
0:00:53 > 0:00:57'On today's Cowboy Trap, we're travelling from Middlesex to Suffolk.
0:00:57 > 0:01:01'We're meeting homeowners who made the same mistake.
0:01:01 > 0:01:04'They hired builders to do work on gas and electrics
0:01:04 > 0:01:08'who weren't qualified and put their lives in danger.
0:01:08 > 0:01:11'In Ashford, we discover a serious gas leak
0:01:11 > 0:01:14'after the builders illegally moved the meter,
0:01:14 > 0:01:17'which put this family's lives at risk.'
0:01:17 > 0:01:20There's a massive danger element here
0:01:20 > 0:01:23and it's put my family at risk.
0:01:23 > 0:01:27It's left me feeling sick. My stomach's in knots over it.
0:01:27 > 0:01:31'And when the builder who came to fit windows messed about with the wiring,
0:01:31 > 0:01:35'he left a serious risk of electric shock for this woman.'
0:01:35 > 0:01:38He had put wires underneath concrete
0:01:38 > 0:01:40and behind plasterboard
0:01:40 > 0:01:43that weren't covered as they should have been
0:01:43 > 0:01:46and it was illegal and very dangerous.
0:01:48 > 0:01:51'First up, we're heading off to help a young family
0:01:51 > 0:01:54'who decided they needed a brand new kitchen extension.'
0:01:54 > 0:01:58We're in Middlesex to meet Graham Mercer and Fay Lee Chiltern
0:01:58 > 0:02:03who wanted an extension to their property to create more space for their young family.
0:02:03 > 0:02:09The dream was for us to make a bit of a run-down house into a family home.
0:02:09 > 0:02:13'Fay Lee and Graham have two very young children, Roman and Kai,
0:02:13 > 0:02:17'and Graham's 13-year-old daughter Hannah stays at weekends.
0:02:17 > 0:02:21'Their house is small, just two bedrooms,
0:02:21 > 0:02:23'so they decided to build a new kitchen extension
0:02:23 > 0:02:26'and downstairs loo to create more space.'
0:02:26 > 0:02:31It was just having the garden done, the extension, the kitchen made bigger,
0:02:31 > 0:02:36and the driveway sorted out, and a downstairs toilet. And there was an old boiler outside, as well.
0:02:36 > 0:02:40'Fay Lee and Graham got some builders in to quote,
0:02:40 > 0:02:43'but their estimates were for more than the couple could afford.
0:02:43 > 0:02:47'But they were about to get a much lower quote.'
0:02:47 > 0:02:52Fay Lee's cousin, Linda, recommended a friend's partner, a local builder, to do the job.
0:02:52 > 0:02:55So they got him in for a quote.
0:02:55 > 0:02:59He came round to give us a quote and it was virtually half the price
0:02:59 > 0:03:01of what other builders were quoting.
0:03:01 > 0:03:06So, being a family friend, we thought we'd use him.
0:03:06 > 0:03:08'The couple made a classic mistake.
0:03:08 > 0:03:12'They liked the price, but didn't question where the corners would be cut.
0:03:12 > 0:03:14'Take a tip from me...'
0:03:19 > 0:03:22'You'll see what you're really getting for your money.'
0:03:27 > 0:03:32'Will he be using cheaper materials or spending less time on the job?
0:03:33 > 0:03:38'Fay Lee and Graham thought they'd be in safe hands with a family friend.
0:03:38 > 0:03:41'His first job was to install a new boiler.'
0:03:41 > 0:03:44He came and he started in the October and put the boiler in,
0:03:44 > 0:03:47because we had no heating in the house,
0:03:47 > 0:03:49which was great, the heating was working fine
0:03:49 > 0:03:55and with the winter coming, it was good that we had a warm house for our children.
0:03:55 > 0:03:57'Once the new gas boiler was installed,
0:03:57 > 0:04:02'there was a halt to the work as a very harsh winter set in.
0:04:02 > 0:04:06'But in the new year, the new extension quickly took shape.'
0:04:06 > 0:04:09Things looked as if they were really coming along.
0:04:09 > 0:04:13The walls were going up and the cement flooring was put in
0:04:13 > 0:04:18and it was like, "This is brilliant, it's starting to look like a proper extension."
0:04:18 > 0:04:22'With the main build done, the couple agreed to pay in cash.
0:04:22 > 0:04:27'There were lots of bits to finish, but as soon as the money was handed over, the builder vanished.'
0:04:27 > 0:04:32You know, phoning him and him saying he was going to come and then he wouldn't.
0:04:32 > 0:04:37That was when it really did start to sort of sink in, "Hang on a minute, something's not right here.
0:04:37 > 0:04:39"He's had the money..."
0:04:39 > 0:04:43'Graham finally got sick of being fobbed off
0:04:43 > 0:04:45'and went round to confront the builder.
0:04:45 > 0:04:48'He didn't like what he heard.'
0:04:48 > 0:04:51He'd had enough. He really didn't want to work.
0:04:51 > 0:04:57He said to me that he was £800 in debt for our job,
0:04:57 > 0:05:00that he wasn't earning any money
0:05:00 > 0:05:05and the reason for this is the price of materials had gone through the roof.
0:05:05 > 0:05:11'Fay Lee and Graham paid the builder £16,500 in cash.
0:05:11 > 0:05:15'They were left with sloppy standards and a half-finished toilet.
0:05:15 > 0:05:19'But even more worryingly, there were bare wires poking out everywhere,
0:05:19 > 0:05:22'and they discovered the boiler is dangerous.'
0:05:24 > 0:05:28The boiler, we've been told, is dangerous.
0:05:28 > 0:05:32He's left live wires underneath the kitchen
0:05:32 > 0:05:36and, obviously, with children... Not only children, myself, as well,
0:05:36 > 0:05:39I could've touched that at any time.
0:05:39 > 0:05:44'I can't believe this couple's builder took their money and deserted them,
0:05:44 > 0:05:48'leaving their home with unsafe electrics and a dangerous boiler.
0:05:48 > 0:05:51'Let's see what they got for their money.'
0:05:51 > 0:05:54That's a bit of a concern, the wires under there.
0:05:54 > 0:05:58I'm not an expert, but that doesn't look really good to me.
0:05:58 > 0:06:01So, yeah, exposed wires.
0:06:01 > 0:06:06There's all gaps and stuff round the plug sockets. It's just clearly not finished at all.
0:06:06 > 0:06:09'I don't like the look of these electrics.'
0:06:09 > 0:06:12This is where the electrics have been moved.
0:06:12 > 0:06:18There was an outhouse that was knocked down and they've moved the electrics to here, on this wall.
0:06:18 > 0:06:22It looks like they put it on some ply board.
0:06:22 > 0:06:26And this is where the toilet and sink are supposed to be for downstairs.
0:06:26 > 0:06:30'The boiler installation also looks really dangerous.'
0:06:30 > 0:06:36On this side, we've got the boiler that's been moved from the outhouse, that's been fitted here.
0:06:36 > 0:06:43The problem is that it's combustible material, so you've got flame and gas and now wood here.
0:06:43 > 0:06:46So we're extremely worried for fire and stuff like that.
0:06:46 > 0:06:50Graham and Fay Lee's dreams of a bigger home for their children
0:06:50 > 0:06:54turned into their worst nightmare when their builder abandoned the job,
0:06:54 > 0:06:57leaving them and their young kids in danger.
0:06:57 > 0:07:00I think it's time for me to meet them.
0:07:05 > 0:07:10- Hello, there. You must be Graham. I'm Clive from Cowboy Trap. How are you?- Please to meet you.
0:07:10 > 0:07:14- Do you mind if I come in and have a chat? - Absolutely, come in.- Brilliant.
0:07:14 > 0:07:18'Our first priority here is to make this young family safe.
0:07:18 > 0:07:23'You can't mess with gas and electrics. Lives could be at risk.'
0:07:23 > 0:07:25The safety element is paramount.
0:07:25 > 0:07:29If it's safe, then I'm happy, and that's it.
0:07:29 > 0:07:32Well, you charge me with that, OK,
0:07:32 > 0:07:35and I'll make sure that is done for you.
0:07:36 > 0:07:40Graham and Fay Lee desperately need their gas and electrics fixed
0:07:40 > 0:07:43so their whole family can be safe once again.
0:07:43 > 0:07:45I think it's time to bring on the good guys.
0:07:54 > 0:07:56'Safety is top of our list.
0:07:56 > 0:08:01'We'll do a pressure drop test on the gas and test all the electric circuits.
0:08:01 > 0:08:04'That boiler needs urgent attention, too.
0:08:04 > 0:08:11'Coming up, we discover the family is in real danger. There is a life and death gas emergency.'
0:08:11 > 0:08:16After everything's been unearthed, we now find that we're living in a death trap.
0:08:18 > 0:08:23'Next up, we're racing off to help another homeowner in East Anglia.'
0:08:23 > 0:08:27We're near Newmarket in Suffolk to meet Karen Steel,
0:08:27 > 0:08:31who wanted a conservatory to give extra room to her two-bed bungalow.
0:08:32 > 0:08:35'Karen has a very busy job as a youth support worker.
0:08:35 > 0:08:42'She bought this small bungalow nine years ago. Five years later, she decided to remortgage
0:08:42 > 0:08:46'so she could build a large conservatory leading onto the garden.'
0:08:46 > 0:08:50I like to do my garden. It's just nice if you can sit out
0:08:50 > 0:08:53and enjoy, especially in the evenings,
0:08:53 > 0:08:56and just have that bit of extra space, really.
0:08:56 > 0:08:59'Karen got some quotes for a basic conservatory
0:08:59 > 0:09:04'and along the way, she heard about another builder who sounded like he could do something better.'
0:09:04 > 0:09:08Karen believed her conservatory would be in safe hands
0:09:08 > 0:09:12because her builder came highly recommended by a friend.
0:09:12 > 0:09:17The builder was my friend's partner's brother
0:09:17 > 0:09:25that she recommended and said that he was working on his own and doing brickwork.
0:09:25 > 0:09:29'Karen hired him to lay the foundations and do the brickwork.
0:09:29 > 0:09:34'He introduced another builder to install all the framework and windows.'
0:09:34 > 0:09:37They came round, talked to me about what I wanted,
0:09:37 > 0:09:39sizes, how I wanted it to be,
0:09:39 > 0:09:45and then went away, put together a little booklet, really,
0:09:45 > 0:09:50of printouts and things, of measurements and how it would look.
0:09:50 > 0:09:54'The conservatory was taking shape. On paper, at least.
0:09:54 > 0:09:57'But now the plans were more elaborate than a basic structure
0:09:57 > 0:10:00'and the cost was going up, too.'
0:10:00 > 0:10:06The first day was knocking down the old structure,
0:10:06 > 0:10:11which was a little bit nerve-racking, because it's all underway,
0:10:11 > 0:10:13but you're glad it's underway, as well.
0:10:13 > 0:10:18'Karen had chosen a design which covered the whole of the rear of the bungalow,
0:10:18 > 0:10:21'linking from the French doors through to the garage.'
0:10:21 > 0:10:27It was an exit, it was a back door out of the lounge, which led into a porch
0:10:27 > 0:10:31and then that led into another porch that led into the garage.
0:10:31 > 0:10:35So I thought rather than having two small areas that I can't do anything with,
0:10:35 > 0:10:42that I'd quite like to build something to make the house a bit bigger, a bit more room.
0:10:42 > 0:10:46'The work was done quickly and it looked just like she imagined.
0:10:46 > 0:10:49'The brickwork was done, the frame was up.
0:10:49 > 0:10:53'The builder asked for the final payment just as Karen was leaving for work.'
0:10:53 > 0:11:00When it came to the final payment, I didn't see any problems with the brickwork,
0:11:00 > 0:11:04so I paid the guy who did the brickwork.
0:11:04 > 0:11:06The guy that did the UPVC,
0:11:06 > 0:11:10he told me he was going to finish that day.
0:11:10 > 0:11:15I was very naive, I didn't look round before I made any payments.
0:11:15 > 0:11:21'Karen sensibly withheld final payment until the work looked like it was almost done.
0:11:21 > 0:11:25'But then she slipped up. Take my tip.'
0:11:29 > 0:11:33'If you need more time, ask the builder to return later.'
0:11:36 > 0:11:39'..before you hand over your money.
0:11:39 > 0:11:43'Karen would come to regret she didn't check before she paid.'
0:11:43 > 0:11:46Karen noticed something was seriously wrong
0:11:46 > 0:11:52when the rain falling on the outside of the conservatory had started to come inside.
0:11:52 > 0:11:56There was a leak down the walls
0:11:56 > 0:12:01above the entrance into the main house, into the lounge.
0:12:01 > 0:12:05And then I started looking round
0:12:05 > 0:12:07and found other problems.
0:12:07 > 0:12:12'The builder who fitted the windows was the wrong man to reroute the wiring.
0:12:12 > 0:12:15'His work didn't look safe at all.
0:12:15 > 0:12:18'Karen decided to get it checked urgently.'
0:12:18 > 0:12:21My work colleague's partner was a qualified electrician.
0:12:21 > 0:12:27He looked at the electrical work and said that it was illegal.
0:12:27 > 0:12:30And the Building Control people came out and verified that, as well.
0:12:30 > 0:12:36'Karen demanded the builders come back, but they failed to fix all the faults.
0:12:36 > 0:12:38'She didn't know what to do next.'
0:12:38 > 0:12:44When I realised the extent of the kind of...
0:12:44 > 0:12:49..such a low standard of work and the problems that were there, I was absolutely devastated.
0:12:49 > 0:12:54'Karen paid £17,000 for her dream conservatory.
0:12:54 > 0:12:59'The electrics are dangerous, the roof leaks, panels are misted over,
0:12:59 > 0:13:03'the guttering is defective and the French doors failed building regulations.
0:13:03 > 0:13:09'The building inspector has told her she must put things right or else.'
0:13:09 > 0:13:12Well, he said that, ultimately, although someone else had done it,
0:13:12 > 0:13:16it was my responsibility and that if it wasn't done,
0:13:16 > 0:13:19they could actually take me to court.
0:13:19 > 0:13:22'Karen has been saving up for four years to fix the damage.
0:13:22 > 0:13:26'She's still paying off the mortgage loan for the original work.
0:13:26 > 0:13:30'It's time for me to meet her.'
0:13:33 > 0:13:36- Hello, are you Karen?- Hi. - Hi, I'm Clive from Cowboy Trap.
0:13:39 > 0:13:42- Ah. This is a big space.- It is.
0:13:42 > 0:13:47Ooh. Ooh. Right, OK. Talk to me about this.
0:13:47 > 0:13:51This, erm, electrical wiring
0:13:51 > 0:13:53was originally behind this plasterboard,
0:13:53 > 0:13:57and it was brought in at a diagonal, which I now know is illegal.
0:13:57 > 0:14:00Ah. That's interesting that you now know that,
0:14:00 > 0:14:04if you see your electrician doing anything like that, forget it.
0:14:04 > 0:14:08'Electrical cables should run vertically. Running them horizontally
0:14:08 > 0:14:12'in the middle of the wall increases the risk of someone putting a nail through them.'
0:14:12 > 0:14:15What's happened here with the electrical work?
0:14:15 > 0:14:19Well, where the remedial work was done,
0:14:19 > 0:14:23he used a circular kind of saw...
0:14:23 > 0:14:25It's called a still saw. It creates a lot of dust.
0:14:25 > 0:14:29Oh, don't! I dusted everywhere for so long.
0:14:29 > 0:14:33Looking at where he's used the still saw, it's actually pushed the brickwork back.
0:14:33 > 0:14:37Ah. You see, the simple thing there would've been
0:14:37 > 0:14:40to have just taken the sill up, taken a row off
0:14:40 > 0:14:43and he could've got the cables in the cavity.
0:14:43 > 0:14:47And they wouldn't have even been on the surface. You wouldn't have had all of this damage.
0:14:47 > 0:14:51It's ridiculous. Any other problems you've got in here?
0:14:51 > 0:14:56- Well, next, really, is the doors, in terms of building regulations.- OK.
0:14:56 > 0:14:59These doors are internal doors.
0:14:59 > 0:15:06These doors, I now know, have to be proper external specification doors.
0:15:06 > 0:15:11So building regs will not actually pass this.
0:15:11 > 0:15:15How would he have not known that you needed external doors there?
0:15:15 > 0:15:18Erm, I believe that he did know,
0:15:18 > 0:15:23because when I challenged him about it at first,
0:15:23 > 0:15:26he told me, "Well, if you leave them up for a couple of years,
0:15:26 > 0:15:29"there's nothing they can do about it."
0:15:29 > 0:15:34- Yeah, whatever.- So, yeah.- For me, I just don't understand that.
0:15:34 > 0:15:37The truth is, they are not external doors,
0:15:37 > 0:15:41they should be and that needs addressing, too.
0:15:41 > 0:15:44'Karen has saved up some money.
0:15:44 > 0:15:47'What she desperately wants now is for the building inspector
0:15:47 > 0:15:50'to certify her conservatory safe and complete.'
0:15:50 > 0:15:55What could we do that would put a smile back on your face
0:15:55 > 0:16:00and would help you to draw a line under all the agro you've had?
0:16:00 > 0:16:06I think the most important thing is the work in terms of replacement doors,
0:16:06 > 0:16:11electrical works, guttering, the stuff that's on the building regs
0:16:11 > 0:16:16that they've pointed out need to be addressed to comply.
0:16:16 > 0:16:22And then any, sort of, work that can be done to
0:16:22 > 0:16:26make it a nice space for me to enjoy.
0:16:26 > 0:16:30OK. Well, you can charge me with getting those jobs done, all right?
0:16:30 > 0:16:34- We'll make sure we get in the good guys.- Fantastic. Thank you.- Thanks.
0:16:34 > 0:16:39Karen's unfinished and unsafe conservatory is really getting her down.
0:16:39 > 0:16:42So I think it's time to bring on the good guys.
0:16:49 > 0:16:55'Coming up, an independent chartered surveyor has more bad news for Karen.'
0:16:55 > 0:16:59An awful lot of it has got to be done again from scratch, and it's going to cost thousands.
0:17:02 > 0:17:04'We're back in Middlesex now.
0:17:04 > 0:17:08'Fay Lee and Graham both work for the same international courier company.
0:17:08 > 0:17:12'They wanted to make their small two-bedroom house bigger.
0:17:12 > 0:17:16'A family friend built them a new kitchen and toilet extension
0:17:16 > 0:17:19'and installed a new gas boiler.
0:17:19 > 0:17:22'But the couple are worried the work may be unsafe
0:17:22 > 0:17:25'and their young children may be at risk.
0:17:25 > 0:17:29'Before we get the good guys to test the gas and electrics,
0:17:29 > 0:17:33'I want to hear an independent chartered surveyor's verdict.'
0:17:33 > 0:17:37Overall, when you first have a look at the building, approaching it from the outside,
0:17:37 > 0:17:40it seems to be undertaken quite reasonably.
0:17:40 > 0:17:42It's only when you get closer to the building
0:17:42 > 0:17:45that you realise the defects with it.
0:17:45 > 0:17:51You've got a gas boiler fixed to a timber panel,
0:17:51 > 0:17:53that should be a non-combustible material.
0:17:53 > 0:17:57The electrics are very messy inside the consumer box.
0:17:57 > 0:18:03To give them their due, this is a temporary fix, because they've got to plasterboard and finish the room.
0:18:03 > 0:18:08Elsewhere in the property, the kitchen finish is very poor,
0:18:08 > 0:18:14and, to be honest, it requires a lot of work to bring it up to standard.
0:18:14 > 0:18:19With the gas boiler being mounted on the timber panel,
0:18:19 > 0:18:23and the potentially lethal electrical installation,
0:18:23 > 0:18:26I'm going to be reducing the points to one out of ten.
0:18:26 > 0:18:31One out of ten? This guy's not just dodgy, he's dangerous.
0:18:31 > 0:18:36'Our good guys have got to carry out urgent tests on the gas and electrics.
0:18:36 > 0:18:40'Paul is heading up the team today. So what's the priority?'
0:18:40 > 0:18:42The heating and the electrics are most important,
0:18:42 > 0:18:46cos the family's in danger, really, of the house catching alight
0:18:46 > 0:18:51by electric or gas. So there's a big safety issue, we've got to address that.
0:18:51 > 0:18:54We have to do a pressure test on the gas mains,
0:18:54 > 0:18:59make sure there's no leaks and see if there's enough pressure to the boiler,
0:18:59 > 0:19:02and then the electrician has got to do tests from A to B
0:19:02 > 0:19:08and make sure that the line, ie, the electrical wires, are OK and there's no joints.
0:19:08 > 0:19:13Cos sometimes nails go through them, and with a builder like we've had here,
0:19:13 > 0:19:17he could easily have done that. And that's another way it can catch alight.
0:19:17 > 0:19:21Hopefully, it won't be under the floor behind plaster. But it's a worry.
0:19:21 > 0:19:26When someone hasn't really cared about what they've done, you start to think, "What else is there?"
0:19:26 > 0:19:30'It's not long before the guys discover a serious problem.
0:19:30 > 0:19:33'The gas meter has been moved illegally.
0:19:33 > 0:19:37'The pressure drop test reveals there is a life-threatening gas leak.
0:19:37 > 0:19:44'In this situation, you should phone the National Gas Emergency Service immediately.'
0:19:44 > 0:19:48We've tested the gas and we've found it's dropped ten millibars in a minute.
0:19:48 > 0:19:51In layman's language, it means there's a substantial leak somewhere.
0:19:51 > 0:19:54The main risk is an explosion.
0:19:54 > 0:19:59If you turn on the lights with a gas leak, it can actually catch your house alight.
0:19:59 > 0:20:02The homeowners have been very lucky.
0:20:02 > 0:20:05'The highest level of gas emergency has been declared
0:20:05 > 0:20:10'and the National Gas Emergency Service arrives within 30 minutes.
0:20:10 > 0:20:12'Life is in immediate danger.
0:20:12 > 0:20:16'There could easily be a massive explosion.
0:20:16 > 0:20:21'The risk is so serious, the engineers must wear gas masks.
0:20:21 > 0:20:25'Just 30 minutes ago, the young family were unaware of the dangers.'
0:20:25 > 0:20:29We had no idea. We thought, structurally, it's OK.
0:20:29 > 0:20:31Yes, he hasn't finished the job, which is annoying.
0:20:31 > 0:20:34But now, after everything's been unearthed,
0:20:34 > 0:20:37we now find that we're living in a death trap.
0:20:37 > 0:20:41We've got two babies, which is the thing that just sickens me.
0:20:42 > 0:20:44'The gas supply is disconnected.
0:20:44 > 0:20:49'The meter must be moved outside before the gas can be put on again.
0:20:49 > 0:20:51'Now our team can get back to work.
0:20:51 > 0:20:54'With the emergency over, it's time for me to find out
0:20:54 > 0:20:59why Fay Lee and Graham let their family friend builder move the gas meter.'
0:20:59 > 0:21:02- You had your gas meter moved.- Yep.
0:21:02 > 0:21:10Erm, where you aware that your gas meter can only be moved by National Grid?
0:21:10 > 0:21:14- Absolutely no idea. - Did he convince you it was fine for him to be able to move it?
0:21:14 > 0:21:20Yep. He got a colleague, who works for one of the suppliers,
0:21:20 > 0:21:24and said, "This guy's going to come down, he'll move the gas meter,
0:21:24 > 0:21:29"place it in the position," which was in a cupboard inside the house.
0:21:29 > 0:21:32- And we had no idea.- No clue.
0:21:32 > 0:21:36I just thought that he knew what he was doing, he's a builder,
0:21:36 > 0:21:40so if he's got someone to come in and he's going to be doing it,
0:21:40 > 0:21:46I did not think that you weren't allowed to move stuff around. I thought he knew what he was doing.
0:21:46 > 0:21:50'If you want your gas meter moved, there's only one option.
0:21:50 > 0:21:52'Take my tip.'
0:21:54 > 0:21:57'They will ask the National Grid to organise the meter move.'
0:22:01 > 0:22:04'There is a charge for this service.
0:22:04 > 0:22:06'This family's builder did it wrong
0:22:06 > 0:22:09'and he put them in serious danger.'
0:22:09 > 0:22:13Had it been in the winter time, all the windows closed,
0:22:13 > 0:22:15doors closed,
0:22:15 > 0:22:20kids playing, you're in the house, you've got bare electric cables,
0:22:20 > 0:22:26because I know he left you with electricity cables that were live and exposed,
0:22:26 > 0:22:29if that gas had built up in your property
0:22:29 > 0:22:34and you'd have had any spark whatsoever,
0:22:34 > 0:22:39I reckon we'd be looking, seriously now,
0:22:39 > 0:22:41at a massive void here.
0:22:41 > 0:22:45The property wouldn't even be a property. They left everyone in danger.
0:22:45 > 0:22:49Carbon monoxide poisoning is a killer.
0:22:49 > 0:22:54Where he put the gas flue
0:22:54 > 0:23:00is classed as an enclosed space, right outside your door under the soffit.
0:23:00 > 0:23:03Illegal. Can't be done.
0:23:05 > 0:23:07It's all right.
0:23:08 > 0:23:14Seriously, we cannot allow this sort of thing to happen to anyone.
0:23:15 > 0:23:19These are the dangers that these cowboys leave you in.
0:23:19 > 0:23:22You must see these guys' qualifications.
0:23:22 > 0:23:26It is vital that that happens, yeah?
0:23:26 > 0:23:28'They've had a hell of a shock.
0:23:28 > 0:23:32'The family's cut-price extension could've cost them their lives.
0:23:32 > 0:23:37'Coming up, there's good news. The house is made safe.'
0:23:37 > 0:23:40So grateful. You've save my children's lives, basically.
0:23:43 > 0:23:45'We're back in Suffolk.
0:23:45 > 0:23:51'Four years ago, Karen Steel remortgaged her bungalow to build a conservatory.
0:23:51 > 0:23:55'The work was so bad, it failed Building Control.
0:23:55 > 0:23:59'The wiring is dangerous, the guttering leaks and the French doors are wrong.
0:23:59 > 0:24:02'Our guys are ready to get the job signed off,
0:24:02 > 0:24:08'but first, I want to hear the verdict from an independent chartered surveyor.'
0:24:08 > 0:24:12From your point of view, what have you seen that you don't like?
0:24:12 > 0:24:16Well, it's a mess. There's a catalogue of issues
0:24:16 > 0:24:19that we could go into.
0:24:19 > 0:24:23Starting at the front of the property, the gutter going across the front
0:24:23 > 0:24:28goes up and down, mostly up. That's not good, water doesn't flow uphill.
0:24:28 > 0:24:31- Nothing short of a bodge. - It is a real bodge.- It is.
0:24:31 > 0:24:37Inside the house, they've put a new set of glazed doors through to the new conservatory
0:24:37 > 0:24:42and to comply with current building regs, they should be thermally sealed
0:24:42 > 0:24:45between the inside and the outside of the property.
0:24:45 > 0:24:50The electrics are still exposed, never been covered up.
0:24:50 > 0:24:53They don't appear to comply with current regulations.
0:24:53 > 0:24:56What score out of ten would you give this guy for the work?
0:24:56 > 0:25:02Well, my feeling is it should be a zero, really.
0:25:02 > 0:25:06An awful lot of it has got to be done again from scratch and it's going to cost thousands.
0:25:06 > 0:25:10'Zero out of ten? Even the basics are wrong.
0:25:10 > 0:25:13'Fortunately, our team is here to put them right.
0:25:13 > 0:25:16'Trevor is in charge today.'
0:25:16 > 0:25:20Obviously, loads of problems in the property for Karen. Tell us what your plan is.
0:25:20 > 0:25:23We need to have a really good look at this conservatory.
0:25:23 > 0:25:26The main thing being that the chap that's put it up
0:25:26 > 0:25:30has put the wrong dividing doors from the lounge to the conservatory.
0:25:30 > 0:25:34They should be of an external grade. They're not. Contravenes all building regs.
0:25:34 > 0:25:39The electrics look like a bit of a shambles, so we need to be stripping those out and redoing them
0:25:39 > 0:25:43with a proper certificate at the end. Plastering. The list goes on. Guttering.
0:25:43 > 0:25:46It's lots of little bits and pieces that need a good look at.
0:25:46 > 0:25:50How long do you think it's going to take you to do the job?
0:25:50 > 0:25:53We anticipate no more than three to four days at the absolute tops.
0:25:53 > 0:25:58It's just a case, really, of planning it methodically and working through them.
0:25:58 > 0:26:00- I'll let you get on.- Lovely.- Cheers.
0:26:00 > 0:26:03'While Trevor and the team get the transformation underway,
0:26:03 > 0:26:06'I want to track down what went wrong.'
0:26:06 > 0:26:11Talk to me about how much it was, overall, going to cost and what you were going to get for that money.
0:26:11 > 0:26:15Originally, the conservatory was going to be smaller than it is now.
0:26:15 > 0:26:17It wasn't going to go out quite so far
0:26:17 > 0:26:22and it was also not going to adjoin the garage.
0:26:22 > 0:26:28But then, when they marked it out with the string...
0:26:28 > 0:26:31Yeah, they lined it out with marker string.
0:26:31 > 0:26:34It looked quite small.
0:26:34 > 0:26:39Now, the quote that I got was all in technical drawing,
0:26:39 > 0:26:43what it's going to look like, with the amounts for the quote.
0:26:43 > 0:26:49- And that was for?- The total quote was around £12,000.- OK.
0:26:49 > 0:26:54Then I made it slightly bigger and, also,
0:26:54 > 0:26:59I kind of thought about how useful it is to come in straight from the garage
0:26:59 > 0:27:04without going out and getting wet. So I asked for it to adjoin the garage,
0:27:04 > 0:27:06which they agreed to.
0:27:06 > 0:27:12I didn't get another set of quotes with drawings.
0:27:12 > 0:27:17When you've got your plans, look over them and look over them and look over them.
0:27:17 > 0:27:21'Changing your mind is easy. It's where Karen went wrong.
0:27:21 > 0:27:24'Take my advice.'
0:27:31 > 0:27:36'Even worse, Karen's new plans were never agreed in writing.'
0:27:36 > 0:27:40The second quote on the revised plans, as it were,
0:27:40 > 0:27:45there was no drawings, there was no written quotation,
0:27:45 > 0:27:47it was just the verbal quotation.
0:27:47 > 0:27:52- Right, so you had no contract, even? - No.- It was all verbal.
0:27:52 > 0:27:56So just remind me how much it was ramped up from the £12 grand.
0:27:56 > 0:27:59What did it actually end up as, with those little extras?
0:27:59 > 0:28:04- Just over 17.- Ooh! That's a massive ramp.- I know.
0:28:04 > 0:28:09When you consider that 12 grand was your main price in the first place,
0:28:09 > 0:28:13you've now added on an extra, what, five, five and a half on top of that.
0:28:13 > 0:28:15That's a massive chunk of money.
0:28:15 > 0:28:19'The bricklayer has offered to come back and fix his mistakes.
0:28:19 > 0:28:23'But we're on the case now. We tried phoning the other builder
0:28:23 > 0:28:26'but his number is no longer in use.
0:28:26 > 0:28:29'Coming up, I can't wait to see Karen's face
0:28:29 > 0:28:32'when she hears her conservatory is ready to be signed off.'
0:28:32 > 0:28:35Oh, my goodness.
0:28:35 > 0:28:37Yeah! It's fantastic!
0:28:39 > 0:28:42'Back in Middlesex, we're finishing up.
0:28:42 > 0:28:47'Fay Lee and Graham's builder left them with an unfinished and unsafe extension.
0:28:47 > 0:28:53'Their gas and electrics were so dangerous that their whole family could've been killed.
0:28:53 > 0:28:57'The National Grid team has finished moving the gas meter.
0:28:57 > 0:29:01'Our good guys have been busy making the family's home safe.
0:29:01 > 0:29:04'I want to find out from Paul how they've been getting on.'
0:29:04 > 0:29:08They've got it safe now, but there was a lot of leaks inside the house,
0:29:08 > 0:29:11so it was a life-threatening situation, really.
0:29:11 > 0:29:14What other problems have you found and how are you resolving them?
0:29:14 > 0:29:19We found a lot with the electrics, as well. We've had to do an NIC certificate test on it.
0:29:19 > 0:29:23They found quite a few faults but, thank God, they're all fixed now.
0:29:23 > 0:29:26The lads have been there. There was three of them there all day.
0:29:26 > 0:29:29What have you actually got left to do on the job?
0:29:29 > 0:29:33We've got quite a lot of remedial works to do, but I'm sure we'll get it done
0:29:33 > 0:29:36and leave them safe so they can sleep at night.
0:29:36 > 0:29:41'Fay Lee and Graham have been struck by the severity of the situation
0:29:41 > 0:29:45'and have got lots of questions for their bad builder.'
0:29:45 > 0:29:49The builder brought in a so-called qualified electrician and gas engineer.
0:29:49 > 0:29:52But he left this lovely family in danger.
0:29:52 > 0:29:55It's time he gave us some answers.
0:29:55 > 0:29:59What would you like to say to him?
0:29:59 > 0:30:02Knowing what you know now.
0:30:02 > 0:30:08Erm, well, the foremost thing in my mind is the safety aspect
0:30:08 > 0:30:13with the children being here, and us, obviously, as well,
0:30:13 > 0:30:16where there's been that danger element
0:30:16 > 0:30:20that this house is a death trap and how does he work like this?
0:30:20 > 0:30:24What about you, Fay Lee? Is there anything you'd like to...?
0:30:24 > 0:30:31Yeah, I'd like to know why he installed the boiler on plywood
0:30:31 > 0:30:35when he should've known, as a builder, that that's unsafe.
0:30:35 > 0:30:40OK, look, I'm going to give you the opportunity to speak to him on the phone.
0:30:40 > 0:30:44So if you just fire away with the green handset button
0:30:44 > 0:30:49- and put it on speakerphone for us so everybody can hear what he's got to say.- OK.
0:30:51 > 0:30:54- PHONE RINGS - It's ringing, anyway.
0:30:54 > 0:30:57'We're in luck. The builder picks up.'
0:30:57 > 0:31:00Hello, it's Graham here. By leaving the boiler on the wood,
0:31:00 > 0:31:03you've endangered my family's lives.
0:31:03 > 0:31:09We've got two babies here and that could've combusted, gone up in flames.
0:31:09 > 0:31:13'He accepts there's a problem with the boiler. But what about the gas leak?'
0:31:13 > 0:31:15Moving on from that, we've got problems,
0:31:15 > 0:31:21because the gas meter was moved inside the house and put into a cupboard.
0:31:21 > 0:31:24This gas was leaking. It was totally done illegally
0:31:24 > 0:31:29and there was copper piping leading from this gas meter, and that's totally illegal.
0:31:29 > 0:31:32'He says that the gas wasn't his responsibility.
0:31:32 > 0:31:36'He'd hired a gas engineer who had reassured him it was fine.'
0:31:36 > 0:31:40Yeah, but you'd just taken his word for it. These guys have been working for you,
0:31:40 > 0:31:44you're working for us, you're our builder and we put our faith into you.
0:31:44 > 0:31:47And there's all these danger elements.
0:31:47 > 0:31:49'Finally, he hangs up.'
0:31:49 > 0:31:52We're not saying, here and now,
0:31:52 > 0:31:57- that he was responsible for the gas leak itself.- Right.
0:31:57 > 0:32:03But he should've... By association he is, because he should've done a drop test on it
0:32:03 > 0:32:07and they failed to do that and they put you guys in danger.
0:32:07 > 0:32:12'I've got a message for dangerous cowboys everywhere.'
0:32:12 > 0:32:15You know who you are and now we know who you are.
0:32:15 > 0:32:18And by revealing your tricks and techniques,
0:32:18 > 0:32:21we'll prevent others from falling into your trap.
0:32:21 > 0:32:28'The good guys' work is done. Before I show Fay Lee and Graham how their home's been made safe,
0:32:28 > 0:32:32'I want them to convince me they've learned from this experience.'
0:32:32 > 0:32:38What have you learned from having cowboy builders in your property that you could take forward?
0:32:38 > 0:32:41Oh, so much.
0:32:41 > 0:32:44First and foremost is that these guys are qualified
0:32:44 > 0:32:50and not to take the word of any people that you know by association or anything like this.
0:32:50 > 0:32:54And, financially, not handing over cash hand over fist like that.
0:32:54 > 0:32:58Just don't do it. You just don't do it.
0:32:58 > 0:33:04They're lessons learned. I know they've been tough lessons for you, but you need to take them forward.
0:33:04 > 0:33:09Just remind me, first of all, what it was like before we arrived.
0:33:09 > 0:33:13What were the problems? And there were problems you didn't even know about.
0:33:13 > 0:33:19The electrics. There were live wires under the cupboards.
0:33:19 > 0:33:23The boiler was mounted on the plasterboard and it shouldn't have been.
0:33:23 > 0:33:27And the gas mains had been moved into a cupboard.
0:33:27 > 0:33:31And, obviously, we found out that it was actually leaking.
0:33:31 > 0:33:37- Yeah, that was the big shocker, wasn't it, Graham? - Yeah, absolutely. I think...
0:33:37 > 0:33:44I've not been feeling great over the last few months and we can probably pinpoint where that area is now.
0:33:44 > 0:33:46It's not been pleasant. Absolutely.
0:33:46 > 0:33:50Right, are you ready to come outside with me?
0:33:50 > 0:33:57This is a slightly different one for me, simply because it's not like tiles and paintwork,
0:33:57 > 0:33:59but this is really critical.
0:33:59 > 0:34:04- Are you ready?- Yes.- We're ready. - OK. Follow me. Let's go.
0:34:10 > 0:34:14OK, guys. Now, at first, this might not have the wow factor.
0:34:17 > 0:34:22OK, I want you to come this far out because I want you to look at a few things that we've got going on.
0:34:22 > 0:34:27First of all, all the pipe work has been renewed, all your gas pipe work.
0:34:27 > 0:34:32The actual mains gas meter has been re-sited and boxed up properly.
0:34:32 > 0:34:40So what was paramount for me was your safety and your children's safety. So that's all been done.
0:34:40 > 0:34:44Your gas boiler has been re-sited
0:34:44 > 0:34:47and onto proper fireboard.
0:34:47 > 0:34:51So it's fire protective, too. They've sorted out your electrics.
0:34:51 > 0:34:54Another critical thing for me is this, documentation.
0:34:54 > 0:34:57I get excited about proper official paperwork, as well.
0:34:57 > 0:35:02I'm going to hand you this. This is the Gas Safe record certificate.
0:35:02 > 0:35:06This will be followed up with a Gas Safe safety certificate
0:35:06 > 0:35:10which you have to store in case you want to sell the property.
0:35:10 > 0:35:14You'll also get an electrical check safety certificate coming your way.
0:35:14 > 0:35:18- What do you think? - It's just fantastic.- Fantastic.
0:35:18 > 0:35:21I'm speechless. Absolutely speechless.
0:35:21 > 0:35:25- We're so glad now that the children are going to be in a safe environment.- Yeah.
0:35:25 > 0:35:30It was just frightening. Absolutely frightening to think that all that was going on
0:35:30 > 0:35:35- and you guys have come and really... - Rescued us. - Yeah. Absolutely. Fantastic.
0:35:35 > 0:35:38We're so grateful. You've saved my children's lives, basically.
0:35:38 > 0:35:44'Fay Lee and Graham's builder abandoned their extension before it was finished,
0:35:44 > 0:35:51'leaving them in danger. The dodgy electrics and live wires were a worry with their small kids.
0:35:51 > 0:35:54'The boiler and gas were in a potentially lethal state
0:35:54 > 0:35:57'The leaking gas pipe could've been deadly.
0:35:57 > 0:36:00'The electrics have now been fully tested and fixed
0:36:00 > 0:36:03'and the live wiring has been covered and sealed in.
0:36:03 > 0:36:07'There's no more risk of children's fingers touching those wires.
0:36:07 > 0:36:11'The boiler has been securely fitted on fire-safe boarding,
0:36:11 > 0:36:13'so there's no danger of combustion.
0:36:13 > 0:36:19'The gas meter has been moved to its rightful place and the whole system made safe.'
0:36:22 > 0:36:24You now know you're gas safe and electrical safe.
0:36:24 > 0:36:30- Lovely to meet you.- Pleasure. - Wonderful, wonderful family. - Thank you very much.
0:36:30 > 0:36:33You're welcome. And take good care, yeah?
0:36:33 > 0:36:36- Thank you so much.- See you, guys. Thank you.- Bye.- Enjoy!- Thank you.
0:36:38 > 0:36:41'We're back near Newmarket in Suffolk.
0:36:41 > 0:36:47'Four years ago, Karen Steel's dream of a new conservatory ended in disaster.
0:36:47 > 0:36:52'Her bad builder's poor workmanship meant Building Control failed the work on three separate accounts.
0:36:52 > 0:36:58'She had unsafe electrics, uneven guttering and the wrong French doors.
0:36:58 > 0:37:05'Karen was devastated. Work friend Jan couldn't believe the change in her.'
0:37:05 > 0:37:08Every time she spoke about it, she kind of welled up
0:37:08 > 0:37:11and got really upset about it.
0:37:11 > 0:37:15And if you know Karen at all, you know she's not the type of person that would get upset
0:37:15 > 0:37:17about things like that normally.
0:37:17 > 0:37:21You go through a whole range of emotions. You're devastated,
0:37:21 > 0:37:25you're angry, you feel stupid cos you've been ripped off.
0:37:25 > 0:37:30'Hopefully, Karen's only emotion will be joy when our good guys are finished.
0:37:30 > 0:37:33'They've been busy banishing those bad builder botches.'
0:37:33 > 0:37:37- I tell you what, what a difference this makes.- Doesn't it just?
0:37:37 > 0:37:41It's amazing, isn't it? Just talk us through what you've done and any problems you've found.
0:37:41 > 0:37:47First thing we did was to take out these old doors that were separating the lounge and the conservatory.
0:37:47 > 0:37:52So you've got external grade doors now. Next thing, all the electrics. Work's certificated.
0:37:52 > 0:37:58- What a mess they were. - We found holes in the wiring, the lot. It was an absolute shocker.
0:37:58 > 0:38:03So stripped right back out, new electrics all run in, we've got all new points,
0:38:03 > 0:38:10new light fittings have gone in. So we're happy with that, we can put a certificate on, job done.
0:38:10 > 0:38:15All the walls have all been plastered up, we've rerun all the guttering on the conservatory,
0:38:15 > 0:38:18so it actually falls away and the water goes where it should do now.
0:38:18 > 0:38:21In the down pipe. So that's all working well.
0:38:21 > 0:38:26We've re-hung all the doors, the door into the garage, the doors out to the patio.
0:38:26 > 0:38:31And now we're on the last leg, which is putting in this lovely new floor for Karen
0:38:31 > 0:38:37- and some nice skirting to finish it all off.- I know that the floor wasn't in the remit, so what's this?
0:38:37 > 0:38:41- Is this the big old heart pumping away? - I'm getting soft in my old age.
0:38:41 > 0:38:45OK, superb. How long do you think you've got left?
0:38:45 > 0:38:50- An hour, two tops.- A couple of hours and the job's a good 'un. All right, mate, well played.- Thank you.
0:38:50 > 0:38:57'While Trevor finishes up, I'm hoping Karen has become more savvy to scheming builder ways.'
0:38:57 > 0:39:00What have you learned from having a cowboy builder in your property
0:39:00 > 0:39:05that you can take forward? Cos you're going to need people in in the future.
0:39:05 > 0:39:08Well, first off, I shall be doing good research,
0:39:08 > 0:39:12getting a full contract, and when I change my mind,
0:39:12 > 0:39:16- make sure that the contracts change with it.- Yes!
0:39:16 > 0:39:21So that I know exactly what's going on, stuff's not added on.
0:39:21 > 0:39:25And just to make sure, as well, at each stage
0:39:25 > 0:39:28that I'm happy with what's happening.
0:39:28 > 0:39:31And try and keep to that original plan.
0:39:31 > 0:39:33Try not to make any changes, I think is important.
0:39:33 > 0:39:38- Just remind me what it was like before we arrived. - Oh, it was a mess.
0:39:38 > 0:39:43There was plaster hanging off the wall with exposed wiring,
0:39:43 > 0:39:50there was sills wobbling everywhere, there was units with condensation in them. It was horrible.
0:39:50 > 0:39:54- Are you ready to go and have a look at your conservatory?- I am.
0:39:54 > 0:39:56- Ready to pull back them curtains? - Yep.- Come with me.
0:40:05 > 0:40:09Tiny little steps. That's where it is. All right?
0:40:09 > 0:40:14Right, stand there for a minute. OK.
0:40:14 > 0:40:16Open your eyes.
0:40:18 > 0:40:21Wow.
0:40:21 > 0:40:23Oh, my goodness.
0:40:23 > 0:40:27Yeah! It's fantastic! The floor! It's a proper floor!
0:40:28 > 0:40:33Proper doors and no condensation.
0:40:33 > 0:40:36Lights that work!
0:40:36 > 0:40:39Thank you so much. It is fantastic.
0:40:39 > 0:40:42- Let me just tell you what's been happening.- OK.
0:40:42 > 0:40:44- All your electrics now made safe. - Lovely.
0:40:44 > 0:40:48You'll soon be having an electrical safety certificate issued to you.
0:40:48 > 0:40:53All of your conservatory now is watertight,
0:40:53 > 0:40:57- so you've got no water coming in. - Excellent. - All this rain can stay outside.
0:40:57 > 0:41:01The doors that we had a problem with because they were interior doors
0:41:01 > 0:41:04are now external doors,
0:41:04 > 0:41:07so now you should get your certificate.
0:41:07 > 0:41:15Fantastic. Cos...I can actually put stuff out here, knick-knacks, and it's...
0:41:15 > 0:41:20Before, I just couldn't take any pride in it. I just ignored it, really. But this is fantastic.
0:41:20 > 0:41:24'Karen's conservatory catastrophe is almost over.
0:41:24 > 0:41:26'She was left with misty windows,
0:41:26 > 0:41:29'uneven sills and poor brickwork.
0:41:29 > 0:41:34'Building Control refused to sign off the work because the guttering wasn't level.
0:41:34 > 0:41:38'The electrics were dangerous and even the internal doors were wrong.
0:41:38 > 0:41:42'We've transformed the conservatory chaos from top to bottom.
0:41:42 > 0:41:47'The guttering has been rerouted, so it's free flowing away from the home.
0:41:47 > 0:41:52'We've made the electrics safe and finished off the lights and sockets.
0:41:52 > 0:41:55'The doors and windows have been replaced and the brickwork fixed.
0:41:55 > 0:42:01'Finally, the walls are plastered, ready for Karen to decorate her new sanctuary.
0:42:01 > 0:42:08'After four years of waiting, at last she has a stunning space to watch over her beautiful garden.'
0:42:08 > 0:42:12All right, Karen, I'm going to leave you to have a look around
0:42:12 > 0:42:16and check out their wonderful workmanship and I wish you all the very best of luck.
0:42:16 > 0:42:18It's not nice being hit by a cowboy builder,
0:42:18 > 0:42:21- but at least now we can move on. - Yeah, big learning curve.
0:42:21 > 0:42:25Big learning curve. All right. You just take care of yourself, yeah?
0:42:25 > 0:42:29- And have fun in your new conservatory.- Thank you! - See you, Karen.- Cheerio.
0:42:31 > 0:42:36I'm so chuffed that now all Karen has to do is those finishing touches to that beautiful conservatory.
0:42:36 > 0:42:40And no longer does she have to look at a building site from her living room.
0:42:40 > 0:42:44Remember, if you have any doubts about your builders,
0:42:44 > 0:42:47halt the work straight away until your fears are allayed
0:42:47 > 0:42:50and that way you won't go falling into the cowboy trap.
0:42:50 > 0:42:53'Tell us your tale.'
0:43:04 > 0:43:07'Help us round up the cowboys.'
0:43:09 > 0:43:13Subtitles by Red Bee Media Ltd
0:43:13 > 0:43:17E-mail subtitling@bbc.co.uk
0:43:17 > 0:43:17.