0:00:04 > 0:00:08I've travelled thousands of miles up and down the country
0:00:08 > 0:00:12and I can't believe the bad building practices that have been going on.
0:00:12 > 0:00:15It wasn't even watertight at that point.
0:00:15 > 0:00:18Both roofs were incomplete.
0:00:18 > 0:00:21And I was just in the depths of despair.
0:00:21 > 0:00:27Cowboy builders and rogue traders cost UK home-owners tens of millions of pounds every year
0:00:27 > 0:00:31and it seems that they just keep getting away with it.
0:00:31 > 0:00:37The whole thing for doing the extension was to give my sister a downstairs bedroom,
0:00:37 > 0:00:44so that the quality of her life would be better. And at this point, she's in residential care.
0:00:44 > 0:00:49I know this industry and I'm here to help home-owners who have been badly let down.
0:00:49 > 0:00:56Our experts are also here to put things right and offer help to those that were tricked by these con men.
0:00:56 > 0:01:00- Clive, this is brilliant! - I'm glad you're happy.- Wow!
0:01:00 > 0:01:03With my top tips and insider advice,
0:01:03 > 0:01:07I'm on a mission to prevent you from falling into the cowboy trap.
0:01:16 > 0:01:21Today, we're in the remote West Norfolk village of Tilney St Lawrence
0:01:21 > 0:01:27where Leo Fleming hoped to create a caring and comfortable home for his elderly mother and sister
0:01:27 > 0:01:29who has mobility difficulties,
0:01:29 > 0:01:35but in his desperation to put a roof over their heads, he fell headlong into the cowboy trap.
0:01:35 > 0:01:37There would be a room downstairs
0:01:37 > 0:01:40which would be a bedroom for my sister
0:01:40 > 0:01:44with its own door outside to the garden
0:01:44 > 0:01:47because we have a golden labrador called Dougal
0:01:47 > 0:01:51and my sister absolutely dotes upon him.
0:01:51 > 0:01:57I think the reason why she wants to come back home is more because of missing him than me.
0:01:57 > 0:02:04As well as the downstairs bedroom, Leo planned to build a large, open-plan family room-cum-kitchen.
0:02:04 > 0:02:09Little did Leo know he was staring down the barrel of a building disaster.
0:02:09 > 0:02:12I'd been provided with recommended builders.
0:02:14 > 0:02:18And I contacted these local builders.
0:02:18 > 0:02:21Three local builders.
0:02:21 > 0:02:27Finding a good builder to do an honest day's work for a fair price isn't always easy,
0:02:27 > 0:02:31but Leo's story is a tragic reminder that if you ignore all my rules,
0:02:31 > 0:02:35your dreams will almost always end in tatters.
0:02:35 > 0:02:39I was aware of all the do's and don'ts and I completely ignored them.
0:02:40 > 0:02:45Likeable Leo spent 20 years working abroad for the British Council,
0:02:45 > 0:02:48teaching in Pakistan and the Ukraine.
0:02:48 > 0:02:52But two years ago, he realised he was needed back home
0:02:52 > 0:02:57where his elderly mother was caring for his disabled sister.
0:02:57 > 0:02:59It was coming back to the UK on holiday
0:02:59 > 0:03:06and I saw that my sister was getting worse and it was more of a struggle for my mum to look after her.
0:03:06 > 0:03:11Desperate to help, nomadic Leo gave up his life abroad and came home.
0:03:11 > 0:03:15My mother had always tried to encourage me to buy a house.
0:03:15 > 0:03:20I'd never bought one because accommodation had always been provided for me.
0:03:20 > 0:03:25To be honest, I thought I was too old to get a mortgage, but I did.
0:03:26 > 0:03:33And so we were looking at houses in King's Lynn or in villages just outside
0:03:33 > 0:03:35and I saw this house.
0:03:35 > 0:03:41From the moment I stepped inside, I really liked it. It just had a really good feel about it.
0:03:41 > 0:03:45Leo planned to extend their modest home out into the large garden
0:03:45 > 0:03:51with an accessible bedroom and bathroom and a large, new family room-cum-kitchen.
0:03:51 > 0:03:55But then Leo's new life was turned upside-down. He lost his mum.
0:03:55 > 0:04:01Grieving, but determined to keep caring for his sister the way his mum always had,
0:04:01 > 0:04:03Leo forged ahead with his plans.
0:04:03 > 0:04:06I went to the bank, arranged the finance.
0:04:06 > 0:04:09I went to a local architect.
0:04:09 > 0:04:13He came out and we discussed what could be done.
0:04:13 > 0:04:17And, um...he came up with a design,
0:04:17 > 0:04:22which incorporated a proper bathroom,
0:04:22 > 0:04:27a downstairs room for my sister to sleep in, albeit quite small,
0:04:27 > 0:04:34and the main extension would be a kitchen-cum-dining-cum-living area
0:04:34 > 0:04:38where we would essentially just cook and eat and watch TV.
0:04:38 > 0:04:41Then I just had to find a builder.
0:04:41 > 0:04:45Despite the knock-back by all three local builders,
0:04:45 > 0:04:49Leo finally found someone to make his dream extension a reality.
0:04:49 > 0:04:52I was actually very, very impressed
0:04:52 > 0:04:56because they seemed very conscientious, very diligent,
0:04:56 > 0:04:58very hard-working.
0:04:58 > 0:05:04In fact, they would start very early in the morning. They'd start working at about half past seven.
0:05:04 > 0:05:09And they would work through till quite late in the evening.
0:05:09 > 0:05:14But this was a big project for Leo, perhaps too big.
0:05:14 > 0:05:17He was grieving for his mother, caring for his sister
0:05:17 > 0:05:23and after 20 years of living in rented accommodation, he was inexperienced in home improvements.
0:05:23 > 0:05:29It took Leo's friend Steve to point out that the builders didn't look like professionals.
0:05:29 > 0:05:34Before they'd even put the roof on, I started to say to Leo,
0:05:34 > 0:05:37"Are you sure this is right?"
0:05:37 > 0:05:44Then the building inspector came out and said there was no wall ties and I was starting to get concerned.
0:05:44 > 0:05:50I have to confess, because I know nothing about the building trade, I said, "Wall ties, what are they?"
0:05:50 > 0:05:57But then as the breeze blocks were going up, even I thought, "That looks a bit wonky."
0:05:57 > 0:06:00Every time I expressed my concerns,
0:06:00 > 0:06:05his response to me was, "Don't worry, Leo, it will be OK."
0:06:05 > 0:06:08Leo was paying his builders £600 a week,
0:06:08 > 0:06:14but by the end of the summer, his total costs hit £35,000.
0:06:14 > 0:06:18Despite his concerns, Leo's "glass half full" approach to life
0:06:18 > 0:06:23persuaded him it would all come good in the end, but it didn't,
0:06:23 > 0:06:26and when Leo's money ran out, so did the builders,
0:06:26 > 0:06:30leaving Leo and his sister living in a building site.
0:06:30 > 0:06:36The extension had no roof, no doors, no kitchen and sister Sue's new bedroom was uninhabitable.
0:06:36 > 0:06:41Conditions were so bad, Sue was taken into care.
0:06:41 > 0:06:47The whole thing for doing the extension was to give my sister a downstairs bedroom,
0:06:47 > 0:06:50so that the quality of her life would be better
0:06:50 > 0:06:54and at this point, she's in residential care
0:06:54 > 0:06:58and remains there until the foreseeable future,
0:06:58 > 0:07:03until I can actually get the house into some kind of state
0:07:03 > 0:07:06where it's fit for her to live in.
0:07:06 > 0:07:09Coming up, our building inspector assesses the work.
0:07:09 > 0:07:13He can't figure out what these cowboys were thinking.
0:07:13 > 0:07:17This will have taken longer to do and will have cost them more money.
0:07:17 > 0:07:19That doesn't make sense, Clive.
0:07:19 > 0:07:22'Before we bring in the good guys,
0:07:22 > 0:07:27'I want to see for myself the wreckage Leo's cowboy builders have left behind.'
0:07:27 > 0:07:31- You've had cowboy builders in the property?- Yes, I have.
0:07:31 > 0:07:35- Do you mind showing me round the damage?- Please come in.
0:07:35 > 0:07:41'The front of this house looks picture-perfect, but it's out the back where the problem lies.
0:07:41 > 0:07:47'The extension is a building disaster, but worse, it's an open invitation to burglars.'
0:07:47 > 0:07:49How long's...?
0:07:49 > 0:07:56- This is just a piece of plastic. - Yeah, it is.- How long has that been like that?- Since October last year.
0:07:56 > 0:08:02- Wow!- It was left by the original builders just covered with plasterboard,
0:08:02 > 0:08:06so there was no natural light coming in, plus there were gaps.
0:08:06 > 0:08:09But security-wise, I mean...
0:08:09 > 0:08:12Yeah. No, hopeless. Really bad.
0:08:14 > 0:08:20- Whereas a friend of mine helped me to put this clear, plastic tarpaulin up...- Yes.
0:08:20 > 0:08:25- ..which was done in such a way to keep the rain and the snow out.- Yes.
0:08:25 > 0:08:30But obviously, I mean, the cold was just coming in all the time.
0:08:30 > 0:08:34That really needs dealing with. We need to make sure that's sorted.
0:08:34 > 0:08:39It is quite a surprise really that you've lasted that long without...
0:08:39 > 0:08:41Clive, it wasn't easy!
0:08:41 > 0:08:45- It's freezing today, to be fair. - Yeah. Uh-huh.
0:08:45 > 0:08:48In December, January, it was far worse.
0:08:48 > 0:08:55To actually live here, I'd have to put my coat on just to come in and cook and this kind of thing.
0:08:55 > 0:08:58It was terrible. You mentioned security.
0:08:58 > 0:09:04With the tarpaulin, if somebody had broken in, they'd have had to cut their way in, so I'd have known...
0:09:04 > 0:09:08- Yeah, cos that's going to take them a long time(!)- Yeah.
0:09:08 > 0:09:15- Even with a blunt knife, you're going to get in there. You'd do that with your fingernail.- Right, OK.
0:09:15 > 0:09:21It's no security. Anybody that was viewing down by the bottom of the garden, if they had any intent,
0:09:21 > 0:09:27monitoring your comings and goings, could have been into your property. I mean, no security.
0:09:27 > 0:09:32So that is something we need to address on your behalf.
0:09:32 > 0:09:37'Leo has had to spend whatever he could spare bringing people in
0:09:37 > 0:09:40'to make good the damage, one bit at a time.'
0:09:40 > 0:09:44The first really big problem was this pitched roof here.
0:09:44 > 0:09:51It wasn't completed at all, so I had to get some new builders in to carry out quite a bit of remedial work
0:09:51 > 0:09:56just to make both this roof and the flat roof sound.
0:09:56 > 0:09:59- I take it you've got plans?- Yes.
0:09:59 > 0:10:05- Did it not suggest steel going in there or...? - To be honest, I didn't notice.
0:10:05 > 0:10:12'There should be steel supporting the beams and this roof needs insulating properly too.
0:10:12 > 0:10:18'Leo's been living with this huge, gaping hole in his house through the worst winter for 30 years.
0:10:18 > 0:10:20'I can't imagine how cold it was.'
0:10:20 > 0:10:23In terms of generally looking around now,
0:10:23 > 0:10:28I can't quite understand why it's part block and part brick.
0:10:29 > 0:10:37Well, the idea was that I would have some exposed brick to give a bit of character to this room,
0:10:37 > 0:10:39so that it would be a feature.
0:10:40 > 0:10:46But I've since decided not to go with that idea. That was the original idea.
0:10:46 > 0:10:52- I'm so pleased. I'm so pleased. I just don't know why they've... - It doesn't look great, does it?
0:10:52 > 0:10:56'This wall's a mess, part block, part brick.
0:10:56 > 0:11:01'Laying anything that came to hand should have set alarm bells ringing.
0:11:01 > 0:11:06'No need to use brick if it's to be plastered over - expensive and time-consuming.
0:11:06 > 0:11:10'There's so much wrong, we can't possibly do it all.'
0:11:10 > 0:11:16What could we do for you that would make life a lot easier in this area?
0:11:16 > 0:11:19I think, Clive, what's absolutely paramount
0:11:19 > 0:11:23is that the original glass doors that I wanted in here be fitted
0:11:23 > 0:11:30- because that would be of huge benefit in terms of temperature.- For sure. - It would be a lot warmer in here.
0:11:30 > 0:11:35So, if the glass doors were in here, temperature-wise, it would be absolutely brilliant.
0:11:35 > 0:11:40'All Leo wants is for us to fit the doors he already has,
0:11:40 > 0:11:43'but I think he deserves so much more.'
0:11:43 > 0:11:46I tell you what, it's absolutely freezing in there.
0:11:46 > 0:11:52There's no insulation on the walls or in the roof and there's no doors in either.
0:11:52 > 0:11:58Think of the fuel bills Leo's had to put up with, especially through the winter, and I'm not having that.
0:11:58 > 0:12:00It's time to get the good guys in.
0:12:09 > 0:12:14'This place is a tip. Our team of professionals have a huge task ahead,
0:12:14 > 0:12:18'starting with making this kitchen-cum-living extension secure.
0:12:18 > 0:12:25'Leo's been done over by one set of cowboys and the hole in the wall is an open invitation for crooks too.
0:12:25 > 0:12:28'Then we have to think about insulation.
0:12:28 > 0:12:34'Seven months in the cold is a terrible state of affairs and I'm not leaving until it's sorted.
0:12:34 > 0:12:40'Before the good guys get fixing, building inspector Larry Russen has a poke about and he's not happy.'
0:12:40 > 0:12:44- What have you found that you don't like?- Quite a lot.
0:12:44 > 0:12:48I'm not that impressed with quite a lot of what I've seen.
0:12:48 > 0:12:50I'm a bit bemused about the roof.
0:12:50 > 0:12:55The original drawings indicate that there should have been some steel up there.
0:12:55 > 0:12:59I would expect steel on this type of roof and there isn't any.
0:12:59 > 0:13:04One of the first things I saw when I came in. I didn't understand it.
0:13:04 > 0:13:10And the timber that's in there now on the longitudinal is not into the wall either.
0:13:10 > 0:13:16It's not bedded at either end, Clive, so how or what it's supposed to be doing, I'm not sure.
0:13:16 > 0:13:20Interestingly, on this inner leaf here, it's blockwork and brick.
0:13:20 > 0:13:27- That's unusual.- I don't know why they've used brick. They've made it more difficult for themselves.
0:13:27 > 0:13:31This will have taken longer to do and cost more money. It doesn't make sense.
0:13:31 > 0:13:38If I was to ask you what mark out of ten you would give for the work that's been carried out here,
0:13:38 > 0:13:42although remedial has gone on, what would you give the builder?
0:13:42 > 0:13:46- Five maximum? - A generous five, I think.
0:13:46 > 0:13:53'I wonder what that score would have been if Larry had come before Leo spent extra money fixing the roof?
0:13:53 > 0:13:59'By his own admission, Leo is a novice when it comes to building and his cowboys took full advantage.
0:13:59 > 0:14:01'But here's my top tip.
0:14:01 > 0:14:04'Call in your local authority building inspector.
0:14:04 > 0:14:09'Ask them in early and whenever you think there might be a problem.
0:14:09 > 0:14:14'And take their advice. It's all covered by a single fee.
0:14:14 > 0:14:19'Coming up, I make a surprising discovery about the identity of Leo's bodging builders.'
0:14:19 > 0:14:24One of the students from Poland came up to me and said,
0:14:24 > 0:14:29"Leo, my father is a builder and so is my uncle."
0:14:30 > 0:14:35'Likeable Leo Fleming gave up his job abroad to set up house,
0:14:35 > 0:14:39'so he could care for his elderly mother and sister,
0:14:39 > 0:14:44'but a tragic turn of events derailed his plans. His mother died.
0:14:44 > 0:14:50'And cowboy builders bodged his home so badly, his disabled sister has been taken into care.'
0:14:50 > 0:14:54The very reason for doing the extension was completely negated
0:14:54 > 0:14:58by the fact that my sister is now in residential care,
0:14:58 > 0:15:00so I just felt really, really awful.
0:15:00 > 0:15:05'We've got the good guys in now to fix this awful mess
0:15:05 > 0:15:10'and give poor Leo a chance to bring his sister home where she belongs.
0:15:10 > 0:15:14'Andy is running our job today and his team has a huge task ahead,
0:15:14 > 0:15:19'starting with making sure that wretched roof is insulated and stabilised.'
0:15:19 > 0:15:23Andy, in terms of the plan, tell us briefly what you're going to do.
0:15:23 > 0:15:27First, we're going to lower the insulation,
0:15:27 > 0:15:31- we'll increase the depth of the insulation...- In the roof void?- Yes.
0:15:31 > 0:15:35- That will give us our air gap requested by the building regs.- OK.
0:15:35 > 0:15:40We'll then put on a layer of plywood on top of the joists,
0:15:40 > 0:15:44then we'll put plasterboard on top of that. As for the wall,
0:15:44 > 0:15:48we'll put plasterboard round there after finishing the electrics.
0:15:48 > 0:15:52- Most important is getting those doors in.- We've made a start now.
0:15:52 > 0:15:56We'll see those go in, hopefully the frame, quite soon.
0:15:56 > 0:16:00'So, soon, we'll be looking at a safe, secure and warm extension.
0:16:00 > 0:16:06'But I want to track back with Leo and get to the bottom of how his plan went so wrong,
0:16:06 > 0:16:10'especially when he started with such good intentions.'
0:16:10 > 0:16:14All the builders that I contacted had all been recommended,
0:16:14 > 0:16:18either by friends, people in the village and so forth.
0:16:18 > 0:16:23And so they gave you prices? They came, looked at the plans...
0:16:23 > 0:16:25No.
0:16:25 > 0:16:32The first two builders that I contacted, I was forever telephoning, leaving messages,
0:16:32 > 0:16:36and explaining that I wanted to have an extension built,
0:16:36 > 0:16:41and these guys never, ever got back to me.
0:16:41 > 0:16:46That's not good. I've got to be honest. I haven't heard that happen very often.
0:16:46 > 0:16:49'Without a builder, Leo got desperate.
0:16:49 > 0:16:53'Sister Sue couldn't climb the steep, twisting stairs
0:16:53 > 0:16:57'and Leo was desperate to get that ground floor extension built,
0:16:57 > 0:17:00'so what did he do next?'
0:17:00 > 0:17:03Having despaired of trying to find a local builder,
0:17:03 > 0:17:07I remember going into one class that I teach
0:17:07 > 0:17:14which, um... All the students are adults from eastern Europe.
0:17:14 > 0:17:22- And I remember, I'd seen a documentary on TV the night before about Polish builders, in fact.- Yeah.
0:17:22 > 0:17:26And in this programme, they came off very well.
0:17:26 > 0:17:32- And of course, in this part of the UK, we do have a lot of migrant workers, anyway.- Yes.
0:17:32 > 0:17:38And they do have a very big reputation for being reliable, hard-working...
0:17:38 > 0:17:40- Grafters.- Grafters, conscientious.
0:17:40 > 0:17:45And I just happened to sort of say jokingly, really, Clive,
0:17:45 > 0:17:49"I don't suppose anybody knows any good Polish builders, do they?"
0:17:49 > 0:17:52Somebody piped up and said, "I know somebody"?
0:17:52 > 0:17:56Yeah. It was funny because at the end of that particular class,
0:17:56 > 0:18:00one of the students from Poland came up to me and said,
0:18:00 > 0:18:06"Leo, my father is a builder and so is my uncle."
0:18:06 > 0:18:10And so then we talked about it a bit more
0:18:10 > 0:18:16and he explained to me that both his uncle and father would come across to the UK from Poland
0:18:16 > 0:18:19whenever there was any kind of project or work for them.
0:18:19 > 0:18:23You didn't get a chance to see any of their work
0:18:23 > 0:18:27because you couldn't go to Poland and find out how good they were.
0:18:27 > 0:18:29I had seen photographs, though.
0:18:29 > 0:18:33The student had shown me, on his phone,
0:18:33 > 0:18:39photos of work that had been built by his father and his uncle.
0:18:39 > 0:18:43And it looked fine from what I could see on the phone.
0:18:43 > 0:18:45'Here's my top tip.
0:18:45 > 0:18:48'Don't book a builder until you have references
0:18:48 > 0:18:52'and have seen the quality of their previous work
0:18:52 > 0:18:55'and spoken to their happy customers.
0:18:55 > 0:18:58'Photos don't always tell the whole story.'
0:18:58 > 0:19:03- I also was very aware that I should pay in phases...- Yes.
0:19:03 > 0:19:07So, for example, after the footings had been done, pay for that.
0:19:07 > 0:19:10After the walls go up, pay for that and so on and so forth.
0:19:10 > 0:19:14You know, I completely trusted these people,
0:19:14 > 0:19:19and so when they turned round and said, "Look, we would like to be paid weekly,"
0:19:19 > 0:19:23rather than in the phases that I had talked about,
0:19:23 > 0:19:27because they had to support their families back in Poland,
0:19:27 > 0:19:32I felt that was a reasonable request because that absolute trust was there.
0:19:32 > 0:19:34And so I agreed to that.
0:19:34 > 0:19:39That idea of paying in stages went totally out of the window.
0:19:39 > 0:19:46'Leo had complete faith that his student's builder dad would finally get his much-needed extension built.
0:19:46 > 0:19:52'Before she died, Leo's mum asked family friend Steve to keep a watching eye over Leo,
0:19:52 > 0:19:54'to be his guardian angel.
0:19:54 > 0:20:00'Steve was so worried about the way the build was going, he started a video diary.'
0:20:00 > 0:20:02Great standard of brickwork(!)
0:20:05 > 0:20:09And the state of the roof - God knows what the long beams are for...
0:20:09 > 0:20:12you see projecting there!
0:20:14 > 0:20:17Very nice work on the window(!)
0:20:18 > 0:20:20And the windowsill.
0:20:22 > 0:20:25I started to point things out,
0:20:25 > 0:20:30but I think that Leo had chosen a path and was stuck on that path.
0:20:31 > 0:20:33You know, and, um...
0:20:33 > 0:20:39I suppose cos he'd spent a lot of money, he was just hoping it was going to come right.
0:20:40 > 0:20:44And this is the state of the garden.
0:20:44 > 0:20:51'Guardian angel Steve's video diary even shows the caravan the student's builder dad was living in.'
0:20:51 > 0:20:56They had managed to rig up a satellite dish, so they could watch Polish TV.
0:20:56 > 0:21:00Yeah, and they had all the facilities in the caravan.
0:21:00 > 0:21:04They had a toilet, a shower. They could cook there and so on.
0:21:04 > 0:21:10'While the builders made themselves comfy, Leo and his sister were living in a building site.
0:21:10 > 0:21:13'Then, in early summer, the money ran out.'
0:21:13 > 0:21:17And at that point, they had the walls up.
0:21:18 > 0:21:22They hadn't completed the flat roof or the pitched roof.
0:21:22 > 0:21:29But as far as they were concerned, it was more or less done, so in June, they went back to Poland.
0:21:29 > 0:21:35'It was agreed the builder's son, Leo's student, would finish the job on his days off.'
0:21:35 > 0:21:42He claimed that, in Poland, he'd worked on a building site for about a year, so he had some experience,
0:21:42 > 0:21:46but I could see that, for example, with the flat roof
0:21:46 > 0:21:49that he was looking it all up on the internet.
0:21:49 > 0:21:55And when I saw the garage felt, I thought, "This isn't right," cos I also looked it up on the internet!
0:21:55 > 0:22:00'Leo may laugh now help is at hand, but last autumn he was desperate.
0:22:01 > 0:22:05'For friend Steve this was the final straw.'
0:22:05 > 0:22:09I said to Leo, "Right, that's it. We're not having them back."
0:22:09 > 0:22:14He was sat huddled in the chair, his worldly belongings surrounding him.
0:22:14 > 0:22:19Had it carried on, it would have probably gone to the point of suicide.
0:22:19 > 0:22:23'Don't let your builders push you to the brink like Leo's did.
0:22:23 > 0:22:27'If you're in a mess like this, don't take them on by yourself.
0:22:27 > 0:22:34'Rally your friends and family and let them give you the courage you need to take control.'
0:22:34 > 0:22:39Thanks to my friend Steve I had some new builders carry out remedial work
0:22:39 > 0:22:45so that the flat roof has been done and also the pitched roof has been done
0:22:45 > 0:22:47to a satisfactory standard.
0:22:47 > 0:22:52'Leo and Steve brought in builders as and when they could afford them,
0:22:52 > 0:22:56'but the number of jobs to be completed outstrips their funds.
0:22:56 > 0:23:00'And Leo's sister Sue can't come home until the house is safe.'
0:23:00 > 0:23:05The original money that I'd been able to borrow from the house,
0:23:05 > 0:23:07I'd used
0:23:07 > 0:23:14and I was having to pay for all this remedial work and so on really out of my salary,
0:23:14 > 0:23:18which meant I went hopelessly overdrawn.
0:23:18 > 0:23:20I had to sell my car
0:23:21 > 0:23:23and get an old banger, basically,
0:23:23 > 0:23:26to try to help out financially.
0:23:28 > 0:23:32Borrowed money from friends. It was just terrible.
0:23:32 > 0:23:38'We've called in the good guys to help Leo. We can't do everything,
0:23:38 > 0:23:42'but we're installing double-glazed folding doors, new roof insulation
0:23:42 > 0:23:49'and lining all the interior walls with plasterboard. I hope this helps Leo onto the final steps
0:23:49 > 0:23:54'so he can bring his sister home from residential care.
0:23:54 > 0:24:01'Coming up: I'm shocked to discover Leo was taken to court because of his builders - and lost!'
0:24:01 > 0:24:06I received a County Court judgment against me...
0:24:06 > 0:24:08- With costs?- Yeah.
0:24:10 > 0:24:15'We're in West Norfolk where lecturer Leo Fleming gave up his life abroad
0:24:15 > 0:24:22'to care for his elderly mother and sister Sue. After his mother died, he pressed ahead with his promise
0:24:22 > 0:24:26'to create extra ground floor living space for his immobile sister.
0:24:26 > 0:24:33'Hiring his student's dad to come over from Poland to do the build seemed like a good idea at the time,
0:24:33 > 0:24:37'but went woefully wrong and left Leo out in the cold.'
0:24:37 > 0:24:43When one of Leo's students suggested that his father in Poland could do the building work,
0:24:43 > 0:24:49that was a weight off his mind and it came from someone he thought was genuine and hard-working.
0:24:49 > 0:24:55But no matter how well you think you know someone, always do your research.
0:24:55 > 0:24:59'The student's dad wasn't the builder Leo hoped for
0:24:59 > 0:25:05'and although they were comfy in a caravan, when the money ran out, they left Leo in the cold
0:25:05 > 0:25:09'with a gaping hole in the side of his home. But that wasn't all.
0:25:09 > 0:25:15'They ran up a huge bill at the builders' merchant, which landed Leo in court.'
0:25:15 > 0:25:19Tell us what happened with one of your local building suppliers.
0:25:19 > 0:25:22You went in, opened up the account.
0:25:22 > 0:25:26I did and then what happened, I introduced my student
0:25:26 > 0:25:32and I said he was project managing the whole build, his father was building my extension for me
0:25:32 > 0:25:38and I said to please let him have access to whatever materials he wanted.
0:25:38 > 0:25:42I had a limit of £5,000,
0:25:42 > 0:25:45to be settled at the end of every month.
0:25:45 > 0:25:48- Yeah, every 30 days.- Every 30 days.
0:25:48 > 0:25:54Everything was fine and I was keeping an eye... They sent me the invoices regularly
0:25:54 > 0:25:56and I was checking everything.
0:25:56 > 0:26:02But then at the very end, without me knowing.
0:26:03 > 0:26:06he ran up a bill of nearly £5,000.
0:26:06 > 0:26:11And basically it was materials that were never ever used
0:26:11 > 0:26:15and they were left in the garden, exposed to the elements to rot.
0:26:15 > 0:26:22- And presumably at this stage, you'd be pretty well strapped because your money's gone to them.- Yeah.
0:26:22 > 0:26:26At that point, it had all completely gone.
0:26:26 > 0:26:29And suddenly I get this huge bill
0:26:30 > 0:26:36from the local suppliers, which I just couldn't pay.
0:26:36 > 0:26:40'Opening an account with a builders merchant is a great idea,
0:26:40 > 0:26:44'but follow my top tip to stay out of trouble -
0:26:44 > 0:26:48'good merchants will price up your plans, but set a ceiling
0:26:48 > 0:26:52'on the total cost. And always place the orders yourself.
0:26:52 > 0:26:57'Failing to set a credit limit to match his budget cost Leo dearly.'
0:26:58 > 0:27:02What then happened? They were going to chase you for the money.
0:27:02 > 0:27:05So how did they pursue you?
0:27:07 > 0:27:12I did sort of contest that I was liable
0:27:12 > 0:27:14for this particular debt,
0:27:14 > 0:27:16but it went to the County Court
0:27:16 > 0:27:20and I received a County Court judgment against me.
0:27:20 > 0:27:23With costs?
0:27:23 > 0:27:29- Yeah.- CCJ with costs?- Yes, yes. - Which amounted to what, if you don't mind me asking?
0:27:29 > 0:27:32Just over £5,000. £5,200.
0:27:33 > 0:27:35That's a big sting.
0:27:35 > 0:27:41'Leo had budgeted 15 grand for his supplies, but in the end he spent 20.
0:27:41 > 0:27:46'On top of that, he's got £5,000-worth of unused materials
0:27:46 > 0:27:48'and legal costs to cover, too.
0:27:48 > 0:27:55'Add to that what he paid his bungling builders and that's a grand total of £35,000,
0:27:55 > 0:28:00'which would be fine if he had the extension of his dreams, but he hasn't.
0:28:00 > 0:28:06'He's got a cold, crummy, costly shell and I still can't believe some of the work I'm seeing.
0:28:06 > 0:28:11'Fortunately, our good guys can put right the worst of the wrongs.
0:28:11 > 0:28:16'We hope we can help get Leo's sister home where she belongs.'
0:28:16 > 0:28:20I'm going to let our good guys get on with their brilliant work,
0:28:20 > 0:28:24but I want to point out that we are all part of the European Union,
0:28:24 > 0:28:28but building regulations vary from country to country.
0:28:28 > 0:28:33You've got to be sure that your builder, wherever they come from, is au fait
0:28:33 > 0:28:36with UK building regulations.
0:28:36 > 0:28:39'Good builders often belong to trade associations
0:28:39 > 0:28:43'that ensure their knowledge of the rules and regulations is up to date.
0:28:43 > 0:28:51'Helen Osgood from the Federation of Master Builders explains what they do with their members.'
0:28:51 > 0:28:55They must provide us with six references,
0:28:55 > 0:28:59they must provide us with their public liability insurance.
0:28:59 > 0:29:02We also run credit checks on them.
0:29:02 > 0:29:09Providing they pass those, they are able to use the Federation of Master Builders' logo.
0:29:09 > 0:29:13How do we do a background check on a foreign national?
0:29:13 > 0:29:19It's more or less impossible. We have open borders, they can come over here.
0:29:19 > 0:29:21They can work.
0:29:23 > 0:29:28You would have to try and ask questions of the builder.
0:29:28 > 0:29:36How long, perhaps, they've been in the country, have they done any previous work locally you can check?
0:29:36 > 0:29:43You could ask for their qualifications. It's going to be extremely difficult.
0:29:43 > 0:29:49I don't think if you've got major work being carried out on your home you should take people on face value.
0:29:49 > 0:29:52You should ask questions.
0:29:52 > 0:29:58This is an important project, it's going to cost you a lot. It's got to be done right.
0:29:58 > 0:30:03Be cautious, do your research and hopefully you won't end up like Leo.
0:30:03 > 0:30:07'Follow my top tip and check your builder's membership
0:30:07 > 0:30:11'of any trade body they claim to belong to.
0:30:11 > 0:30:15'Visit the organisation's website and search the membership database,
0:30:15 > 0:30:19'or telephone and check the membership is up-to-date.
0:30:19 > 0:30:24'A logo on a van or letterhead? Never take it on face value.
0:30:24 > 0:30:28'Finally, some trade organisations provide help if things go wrong.
0:30:29 > 0:30:34'We're doing all we can to help Leo out of this mess.
0:30:34 > 0:30:41'Our good guys are hard at it. The gaping hole has finally been sealed with double-glazed doors.
0:30:41 > 0:30:46'And the roof has been fully insulated and supported with strong plywood.
0:30:46 > 0:30:53'We've got the electric cables in place and are cladding all the walls with plasterboard.
0:30:53 > 0:30:57'Coming up: I hear how Leo's builders didn't only wreck his home,
0:30:57 > 0:31:04- 'they threatened him for more money.'- At one point he did actually try and hit me.
0:31:08 > 0:31:14'Lecturer Leo Fleming hoped his student's builder dad would do a first-rate job.
0:31:14 > 0:31:19'He wanted extra ground floor space to help his sister Sue,
0:31:19 > 0:31:25'but they botched the build so badly, Sue has been taken into care until the house is fixed.'
0:31:25 > 0:31:31To be honest, it's been really the second-worst experience of my life.
0:31:31 > 0:31:34Second only to losing my mum.
0:31:34 > 0:31:37The whole house, really, has been wrecked.
0:31:37 > 0:31:41I worry constantly. It's plunged me into...
0:31:41 > 0:31:44..terrible financial problems.
0:31:45 > 0:31:48So I just have so many regrets,
0:31:48 > 0:31:52I blame myself on a daily basis.
0:31:53 > 0:31:57It's caused me to become quite severely depressed, actually.
0:31:57 > 0:32:03'Before she died, Leo's mum asked family friend Steve to act as a guardian angel for her son.
0:32:03 > 0:32:10'True to his pledge, Steve banished the builders and has helped Leo rebuild his life.'
0:32:10 > 0:32:14I'd known him beforehand and he just...
0:32:14 > 0:32:16It was a total change, you know,
0:32:16 > 0:32:20from somebody who was always like a bright spark
0:32:20 > 0:32:23to death warmed up.
0:32:24 > 0:32:26'It's been an awful ordeal for Leo.
0:32:26 > 0:32:31'He spent the coldest winter in 30 years with only his Labrador Dougal for warmth.
0:32:31 > 0:32:36'This is more a case of picking the wrong guys than a con job,
0:32:36 > 0:32:42'but after Steve helped give the builders the boot, it turned nasty.
0:32:42 > 0:32:48'One Saturday night, Leo's student came back demanding more money for the botched build.'
0:32:48 > 0:32:55He came in with his backpack, sat down. Out of his backpack he produced a very large bottle of vodka.
0:32:55 > 0:32:58And he got extremely drunk.
0:32:58 > 0:33:04And, basically, it was then that he raised the issue of... I owed HIM money,
0:33:04 > 0:33:06according to his reasoning.
0:33:06 > 0:33:10It was something like £500, £600. Something like that.
0:33:10 > 0:33:14- Please don't tell me you gave him it.- No, I didn't, Clive.
0:33:14 > 0:33:18But when I said, "Look, I think it's the other way around.
0:33:18 > 0:33:24"You owe me money because I more than paid you for the work that you've done,"
0:33:24 > 0:33:29at that point, because he was drunk, he got very quite aggressive.
0:33:29 > 0:33:34And he proceeded to... Not wreck the place,
0:33:34 > 0:33:38but he picked up - for example, there was an ashtray on the table.
0:33:38 > 0:33:42He picked that up and threw it across the room.
0:33:42 > 0:33:47And at one point he did actually try and hit me.
0:33:47 > 0:33:49'Take my top tip -
0:33:49 > 0:33:53'if things have gone wrong with your builders and you need to talk,
0:33:53 > 0:33:57'don't assume they will carry themselves the way you do.
0:33:57 > 0:34:01'If you do have to meet them, suggest somewhere neutral and public
0:34:01 > 0:34:03'and take a trusted friend.
0:34:03 > 0:34:07'Don't invite them into your home if you feel threatened.'
0:34:07 > 0:34:13There's not many people who would have allowed him back in, full stop.
0:34:13 > 0:34:19- You must have felt very uncomfortable and afraid. - Well, I did, actually.
0:34:19 > 0:34:23Basically, I was trying to speak to him in a reasonable way,
0:34:23 > 0:34:25in a rational way.
0:34:25 > 0:34:28And he wouldn't accept any of this
0:34:28 > 0:34:36and as I was trying to appeal to his better nature, the more aggressive he became.
0:34:36 > 0:34:40And, in the end, I just didn't know what to do.
0:34:41 > 0:34:45And, in fact, in the end I telephoned a taxi driver.
0:34:45 > 0:34:50'Leo's student's dad is Polish and doesn't speak any English.
0:34:50 > 0:34:53'Phoning him now won't provide any closure.
0:34:53 > 0:35:00'Instead, we've been helping to get Leo back on his feet and, even more importantly,
0:35:00 > 0:35:04'trying to make his home safe so sister Sue can come home.'
0:35:04 > 0:35:08Andy, you've come a long, long way since I last spoke to you.
0:35:08 > 0:35:10Tell us exactly what you've done.
0:35:10 > 0:35:16- We started out putting the doors in, as you can see.- Brilliant. He's going to love seeing them.
0:35:16 > 0:35:23Yes. We then went into the ceiling void, lowered the insulation there and increased the depth of it.
0:35:23 > 0:35:27We put ply timber sheets across. That's holding everything steady.
0:35:27 > 0:35:34We then covered it up with plasterboard underneath that. That's the finished thing you see.
0:35:34 > 0:35:39I think we proved there are good guys out there doing a great job.
0:35:39 > 0:35:45'Coming up: Leo's not used to building work happening so quickly. I can't wait to see his reaction.'
0:35:45 > 0:35:49- Oh, Clive, this is brilliant! - I'm glad you're happy!
0:35:50 > 0:35:56'We're in West Norfolk trying to get Leo's house into a fit state
0:35:56 > 0:36:00'so his sister Sue can come out of residential care and back home.
0:36:00 > 0:36:06'Leo was trying to extend their ground floor to make life easier for Sue's mobility difficulties,
0:36:06 > 0:36:12'but he found that ignoring all the rules when hiring a builder can land you in big trouble.
0:36:12 > 0:36:17'So before we show Leo what the good guys have done, what has he learnt?'
0:36:17 > 0:36:22With hindsight, I shouldn't have given up so quickly
0:36:22 > 0:36:26- on employing a local builder. - I didn't quite blame you for that.
0:36:26 > 0:36:31It's the first time I've come across having so many duds in one go.
0:36:31 > 0:36:36That would have frustrated me. It's something I'm not familiar with.
0:36:36 > 0:36:40- There are a lot of good builders out there.- Yes!
0:36:40 > 0:36:45Their expertise and their local knowledge is very important,
0:36:45 > 0:36:48so I would really be far more patient...
0:36:48 > 0:36:52The majority of the time, a busy builder is a good builder.
0:36:52 > 0:36:55But you still do your research.
0:36:55 > 0:36:59You still need to see work they've already carried out.
0:36:59 > 0:37:05I think one of the most important things for you, Leo, is you have to keep a business footing
0:37:05 > 0:37:10at all times. You're a very, very nice man. All right?
0:37:10 > 0:37:17And I think it's important that you have to have this business relationship
0:37:17 > 0:37:20between yourself and who you get in.
0:37:20 > 0:37:24We're almost done now with the good guys.
0:37:24 > 0:37:27The good guys have been in.
0:37:27 > 0:37:33I took a look at what they've done and I'm seriously looking forward to showing you what they've done.
0:37:33 > 0:37:37- I hope you're excited. - I am very excited.
0:37:37 > 0:37:43'We're all praying our work will lead to Leo's sister being allowed to come home.
0:37:43 > 0:37:48'Steve says all the help has lifted a huge dark cloud from above his friend.'
0:37:48 > 0:37:54It's had a tremendous effect on him to the point where he's been suffering depression
0:37:54 > 0:38:00because he just couldn't comprehend what was happening and he couldn't see a way out.
0:38:00 > 0:38:04Then when he got in contact with you and you got in contact with him,
0:38:04 > 0:38:08his whole attitude just changed and he really picked up big time.
0:38:08 > 0:38:13'The good guys have transformed Leo's shell of an extension
0:38:13 > 0:38:19'from freezing cold brick and blockwork to the enlarged fully-insulated living space
0:38:19 > 0:38:21'he and his sister desperately need.
0:38:21 > 0:38:28'We haven't been able to do everything, but we've done much more than Leo dared hope for.'
0:38:28 > 0:38:32- Are you excited?- Very excited, Clive! Extremely excited.
0:38:32 > 0:38:39You've gone through a lot of trauma, but just remind us what the problems were in here before we arrived.
0:38:39 > 0:38:45Well, for example, where there should have been some folding glass doors there was just a plastic tarpaulin.
0:38:45 > 0:38:52- Loved that(!)- For example, there was absolutely no ceiling or anything whatsoever.
0:38:52 > 0:38:57Just a single electricity point. It was breezeblock everywhere.
0:38:57 > 0:39:04And your security was breached by just having that plastic where the door should have gone.
0:39:04 > 0:39:09What are you hoping for? Bear in mind, we've only had a short time.
0:39:09 > 0:39:15We'd like to have spent longer, but what would you hope we've done for you?
0:39:15 > 0:39:19I think certainly the biggest thing is to see the back of the tarpaulin.
0:39:19 > 0:39:24You know, that would be more than enough for me.
0:39:24 > 0:39:28- In that case, you're in for a treat. Are you ready?- OK. I think so.
0:39:28 > 0:39:31Come on then, Leo, let's go.
0:39:32 > 0:39:34My God!
0:39:34 > 0:39:39- My God! Look at it.- What do you think?- Clive, it's brilliant!
0:39:39 > 0:39:44Wow! Look at the doors! Is it the same place?
0:39:44 > 0:39:49- My God!- Do you notice something? Is there something you notice?
0:39:49 > 0:39:53- Bear in mind, we've got no heating on in here.- Uh-huh.- Right.
0:39:53 > 0:39:59- But there's something I feel already.- It's a lot warmer!- It is!
0:39:59 > 0:40:02Oh, my God! It's a real room!
0:40:02 > 0:40:09The good guys have boarded it out for you. In the roof void, you've now got the proper insulation.
0:40:09 > 0:40:12Really thick insulation.
0:40:12 > 0:40:14- gather your thoughts.- It's too much!
0:40:14 > 0:40:21- And that's going to keep a lot of that heat in.- Clive, this is brilliant!- I'm glad you're happy!
0:40:21 > 0:40:27- Wow.- One thing I'm really interested in is these quad-fold doors. Let's look and see how these work.
0:40:27 > 0:40:31- You just release these handles up. - OK.- OK?
0:40:31 > 0:40:36And then you can push them out. You've got wonderful quad-folders
0:40:36 > 0:40:40and when that garden's done, it's going to look absolutely stunning.
0:40:40 > 0:40:43Take a look at that.
0:40:43 > 0:40:45Now you can feel the cold again!
0:40:45 > 0:40:51- It's really steamy!- Oh, my. - But I'm loving those doors. That will give you a great view.
0:40:51 > 0:40:58'Likable Leo's single request of us was that we fit the folding double-glazed doors he already had
0:40:58 > 0:41:04'but couldn't afford to install. Our guys have got them in place and what a fabulous difference!
0:41:04 > 0:41:09'The light floods in and the cold, not to mention the rain and snow
0:41:09 > 0:41:12'in the coldest winter for 30 years are kept at bay.
0:41:12 > 0:41:19'But there's more, much more. Over the last two days, our good guys have made some major changes.
0:41:19 > 0:41:23'We've insulated the roof to keep Leo and his sister warm,
0:41:23 > 0:41:28'we've boarded all the walls ready for plastering and decorating and the list keeps going.
0:41:28 > 0:41:33'We fixed all the electrics ready for sockets after plastering.
0:41:33 > 0:41:40'We can't do everything, but Leo's extension is a lot closer to home than it was two days ago.'
0:41:41 > 0:41:47- Thank you so much.- As long as you're pleased.- More than chuffed! - That's great news for me.
0:41:47 > 0:41:49That makes me feel great.
0:41:50 > 0:41:56I think you can safely say that Leo is happy once again and back on the road to recovery
0:41:56 > 0:42:02but remember, no matter where your builder comes from, the rules remain the same - do your research
0:42:02 > 0:42:05and that way you won't fall into the cowboy trap.
0:42:05 > 0:42:09'A month later and there's more good news.
0:42:09 > 0:42:13'Sister Sue has come to visit to see all the improvements.
0:42:13 > 0:42:19'And, boy, Leo's been busy building on the work that we did.'
0:42:19 > 0:42:23It makes me feel that I'll be coming home soon now.
0:42:23 > 0:42:27It's more habitable and what have you, as to what it were.
0:42:27 > 0:42:33- I'm over the moon about that, obviously. I think you are, Sue. - Yes, can't wait.
0:42:33 > 0:42:35- To see Dougal if not me!- Yes!
0:42:36 > 0:42:43'With the help of his friend, Steve, and our good guys, Leo's life is starting to get back on track.
0:42:43 > 0:42:45'I'm well chuffed.'
0:42:46 > 0:42:51If you've had problems with builders and want to tell your story
0:42:51 > 0:42:55then please call us:
0:42:56 > 0:43:00Standard geographic charges apply. Calls from mobiles may be higher.
0:43:00 > 0:43:03Or you can send us an email:
0:43:05 > 0:43:07Help us round up the cowboys!
0:43:20 > 0:43:24Subtitles by Subtext for red Bee Media Ltd - 2010
0:43:25 > 0:43:27Email subtitling@bbc.co.uk