0:00:02 > 0:00:06Today, I'm going to show you some of the most common building blunders
0:00:06 > 0:00:09that I've seen take place over the years.
0:00:09 > 0:00:12We feel as if we've been conned.
0:00:12 > 0:00:16And I'll be revealing some of the tricks that these con men use
0:00:16 > 0:00:18to get their hands on your hard-earned cash.
0:00:18 > 0:00:22He would tell Michael sob stories. He never told me sob stories.
0:00:22 > 0:00:25My team of experts will put right the damage
0:00:25 > 0:00:27and give the people their homes back.
0:00:27 > 0:00:28Oh, wow.
0:00:30 > 0:00:31Oh, it's lovely.
0:00:31 > 0:00:34I'll give you loads of advice and tons of tips
0:00:34 > 0:00:37to prevent you from falling into the cowboy trap.
0:00:46 > 0:00:48Today, we'll be meeting two families
0:00:48 > 0:00:51who've been double-crossed by dodgy builders.
0:00:51 > 0:00:56In Chesterfield, the Cravens planned to upgrade their family home.
0:00:56 > 0:00:59They wanted new windows, a conservatory
0:00:59 > 0:01:00and to complete the makeover,
0:01:00 > 0:01:06a posh new patio with extra parking for all their kids' cars.
0:01:06 > 0:01:09One thing that really bugged us was the lack of parking,
0:01:09 > 0:01:15which for a family of up to eight people, when the kids are here,
0:01:15 > 0:01:17can be a bit of a tricky thing.
0:01:18 > 0:01:22A meeting with a bolshy builder who reckoned he could do the lot
0:01:22 > 0:01:25turned out to be their worst nightmare.
0:01:25 > 0:01:29He's been challenged but he just comes up with the same sob stories
0:01:29 > 0:01:34and every time you ring him, some catastrophe has befallen him
0:01:34 > 0:01:36to stop him doing this.
0:01:36 > 0:01:39And in Warrington, we'll meet the Wrights,
0:01:39 > 0:01:43who, having outgrown their bungalow, wanted a new extension.
0:01:43 > 0:01:44I was really excited
0:01:44 > 0:01:47because it's just going to make the house so much bigger
0:01:47 > 0:01:49because things were becoming very cramped.
0:01:49 > 0:01:51We were falling over toys and things,
0:01:51 > 0:01:55so I was really excited about it.
0:01:55 > 0:01:59But their dream was dashed by the cowboy they drip-fed with cash
0:01:59 > 0:02:03until their savings ran out.
0:02:03 > 0:02:07I feel disappointed because I trusted him.
0:02:08 > 0:02:10I totally trusted him.
0:02:10 > 0:02:13And anger. A lot of anger.
0:02:13 > 0:02:18Because I just feel like our family are suffering
0:02:18 > 0:02:21and he's living a champagne lifestyle.
0:02:22 > 0:02:25First up, we're in Chesterfield.
0:02:25 > 0:02:28It's known for its crooked spire church
0:02:28 > 0:02:31but the Cravens were hoping more conventional building work
0:02:31 > 0:02:32would solve their problem.
0:02:32 > 0:02:35What comes with grown-up families are vehicles
0:02:35 > 0:02:37and they needed more off-road parking.
0:02:37 > 0:02:40What they didn't bargain for, however,
0:02:40 > 0:02:43was a full headlong drive into disaster.
0:02:44 > 0:02:47Pat and Mike Craven's six grown-up children
0:02:47 > 0:02:49own a lot of cars between them,
0:02:49 > 0:02:51so extra parking was on their mind.
0:02:51 > 0:02:54But top of their wish list was the new windows and doors
0:02:54 > 0:02:57to update their '30s-style exterior.
0:02:57 > 0:03:01Then one day, Mike met a man who said he could help.
0:03:01 > 0:03:03Mike owns a safety clothing store
0:03:03 > 0:03:05and this customer had a rather unusual request.
0:03:05 > 0:03:09I first met the builder purely by chance
0:03:09 > 0:03:11because he called into our trade shop
0:03:11 > 0:03:13on the hunt for some size 14 safety shoes.
0:03:13 > 0:03:17A very personable guy, very interesting to talk to,
0:03:17 > 0:03:19and we got chatting about various things
0:03:19 > 0:03:22and jobs we were thinking of having done at home.
0:03:22 > 0:03:25And in particular, we were in the throes then
0:03:25 > 0:03:28of having some quotes done for double glazing.
0:03:28 > 0:03:32So he mentioned that their company provided double glazing,
0:03:32 > 0:03:34would we give him the opportunity to quote, which we did.
0:03:34 > 0:03:36Having made a good impression on Mike,
0:03:36 > 0:03:39the builder came back with an enticing estimate
0:03:39 > 0:03:43and soon had the Cravens talking about other improvements on their wish list.
0:03:43 > 0:03:46I quite liked the guy. He was easy to talk to.
0:03:46 > 0:03:49He certainly came across as quite confident.
0:03:49 > 0:03:54In the conversation in our lounge while we were talking about windows,
0:03:54 > 0:03:59we mentioned to him that we'd dearly love to have the front lawn turned into a drive and parking area.
0:03:59 > 0:04:03We'd been told we'd never get permission for a drive on the front.
0:04:03 > 0:04:06He said, "Oh, I can get that. No problem.
0:04:06 > 0:04:09"I'll get that through the council. I'll get planning permission."
0:04:09 > 0:04:11And that's how it all started.
0:04:11 > 0:04:15This guy had managed to get his size 14s well inside the Cravens' house
0:04:15 > 0:04:18and convinced them he could make all their dreams come true -
0:04:18 > 0:04:21new windows, parking and posh patio.
0:04:21 > 0:04:24And the list just kept on growing.
0:04:24 > 0:04:30Then he came back to us and said, "You were talking about having a conservatory.
0:04:30 > 0:04:32"Shall we put that on the planning?
0:04:32 > 0:04:35"Even if you don't build it now, you'll have the permission."
0:04:35 > 0:04:36So we said OK.
0:04:36 > 0:04:41And then he kind of talked Michael into having one.
0:04:41 > 0:04:43Clearly a guy with the gift of the gab.
0:04:43 > 0:04:47Pat and Mike decided that this was the man for the job.
0:04:47 > 0:04:50But as work commenced on the patio and driveway,
0:04:50 > 0:04:53it soon became apparent that this too-good-to-be-true builder
0:04:53 > 0:04:55was exactly that.
0:04:55 > 0:04:59What we started to get from him was stalling tactics.
0:04:59 > 0:05:03He would always have an excuse or a reason why a job hadn't been finished.
0:05:03 > 0:05:06Mostly it was because his builders had let him down.
0:05:06 > 0:05:12I started to smell a rat because the excuses were getting more and more exaggerated.
0:05:12 > 0:05:14Mike's nose for trouble didn't let him down
0:05:14 > 0:05:16but the cowboy builder did.
0:05:16 > 0:05:20Two years after the job started, nothing is finished.
0:05:20 > 0:05:23The Cravens have been left with bodged windows, missing doors,
0:05:23 > 0:05:27a patchy patio and the conservatory isn't even started.
0:05:28 > 0:05:32We're still waiting for him to come and finish things off around the windows.
0:05:32 > 0:05:35The drive looks like a wreck.
0:05:35 > 0:05:39The paved area, it's just horrendous.
0:05:40 > 0:05:44And it's just living in this... the mess.
0:05:44 > 0:05:47And I can't stand living in mess.
0:05:47 > 0:05:49Follow my top tip.
0:05:49 > 0:05:52Always make sure your builder completes work in stages
0:05:52 > 0:05:56and make sure you're 100% happy about the work completed
0:05:56 > 0:05:59before the builder starts the next stage.
0:05:59 > 0:06:02Learning this tip has cost the Cravens dearly -
0:06:02 > 0:06:05lots of jobs started and none done.
0:06:05 > 0:06:09And even worse, they've also been left with a huge hole
0:06:09 > 0:06:10in their bank balance.
0:06:11 > 0:06:17The total sum that we've paid out in hard cash is £18,500.
0:06:18 > 0:06:23For £18,500, the Cravens hoped to have a home which would be the neighbours' envy.
0:06:23 > 0:06:26A posh patio and parking, smart new windows
0:06:26 > 0:06:28and a classic conservatory.
0:06:28 > 0:06:32But now they're ashamed. Their home is an eyesore.
0:06:32 > 0:06:36We've got the good guys standing by to smarten up the Cravens' castle
0:06:36 > 0:06:39but first, I want to take a look at the damage for myself.
0:06:39 > 0:06:42- Hello! I presume you're Pat. - I am, yes.
0:06:42 > 0:06:44- I'm Clive Holland from Cowboy Trap. - Hi.
0:06:44 > 0:06:46- How are you?- I'm fine, thank you. - Jolly good.
0:06:46 > 0:06:50- I hear you've had problems with cowboy builders.- Just a little!
0:06:50 > 0:06:52Thank you.
0:06:52 > 0:06:55'I got a glimpse of the bodged windows from outside
0:06:55 > 0:06:58'but Mike says they're even worse inside.'
0:06:58 > 0:07:01The problems here are pretty obvious to see. Finish.
0:07:01 > 0:07:03Lack of finish.
0:07:03 > 0:07:06The fit's not good. There's slight draughts from each of the windows.
0:07:06 > 0:07:09But the lack of finish around the surround
0:07:09 > 0:07:13where they've took the old windows out and put these in is diabolical.
0:07:13 > 0:07:15Yeah. You can see that.
0:07:15 > 0:07:19I wouldn't want to look at this mess for nigh on two years
0:07:19 > 0:07:23but the upstairs windows aren't just ugly, they're dangerous.
0:07:23 > 0:07:27The main concern with this window, apart from its poor fit and gaps,
0:07:27 > 0:07:30- is the fact that there are no stays on the openers.- Right.
0:07:30 > 0:07:33We had an incident a few weeks ago where my wife was stood here,
0:07:33 > 0:07:37shouting down to a nephew who'd just come, he's a five-year-old,
0:07:37 > 0:07:41and she was leaning out and you can go out quite a way with this window.
0:07:41 > 0:07:44Shouting down to him and he shouted back,
0:07:44 > 0:07:47"Auntie Pat! Auntie Pat! You could jump out of there."
0:07:47 > 0:07:49- Well and you could. - You could, I think.
0:07:49 > 0:07:51That's the thing, definitely.
0:07:51 > 0:07:54The catalogue of crazy glazing doesn't stop there.
0:07:54 > 0:07:58The window in the bathroom should be glazed with toughened safety glass
0:07:58 > 0:07:59but this is just standard glass.
0:07:59 > 0:08:02A slip in the bath could prove deathly.
0:08:02 > 0:08:06- A slippy surface...- Absolutely. - ..falling against that glass could be lethal.
0:08:06 > 0:08:11And it's not just the windows that are a worry. The door is a disaster.
0:08:12 > 0:08:15Again, Mike, the problems are for all to see there.
0:08:15 > 0:08:19Where he's disturbed the old plaster, the existing plaster,
0:08:19 > 0:08:23that looks close to dropping off at some time.
0:08:23 > 0:08:26Virtually. There's a whole panel there that needs replacing
0:08:26 > 0:08:28and then making good.
0:08:28 > 0:08:30- I bet you could push that in. - You can.
0:08:30 > 0:08:34- You can feel quite a draught through there.- I bet you can.
0:08:34 > 0:08:36The windows and doors don't measure up
0:08:36 > 0:08:38and the patio stops short, too.
0:08:39 > 0:08:42- Now this is the patio that they've left you with.- Yes.
0:08:42 > 0:08:46The whole area should be completed, right down to the wall there,
0:08:46 > 0:08:47right down here
0:08:47 > 0:08:50and the path up the side of that house there should be paved.
0:08:50 > 0:08:52- OK. And it's not.- It's not.
0:08:52 > 0:08:56This job is far from providing the kerb appeal the Cravens craved.
0:08:56 > 0:09:00The driveway is down but the fence is far from finished
0:09:00 > 0:09:03and the patio is very poor.
0:09:03 > 0:09:06So, Pat, you're sitting in your property
0:09:06 > 0:09:10and you're looking at that drive, what is the feeling?
0:09:10 > 0:09:14To look out at it, it's embarrassing for starters, you know.
0:09:14 > 0:09:18Everybody knows it because it's got this mess in front of it.
0:09:18 > 0:09:22What is important to me at this stage, I have to say,
0:09:22 > 0:09:25- is to give you that reason to smile again.- Mm.
0:09:26 > 0:09:29Poor Pat is embarrassed by her environmental eyesore.
0:09:30 > 0:09:33But we're getting the good guys in to put right the patio
0:09:33 > 0:09:36and make her visitors' walk up as wonderful as she dreamed.
0:09:44 > 0:09:47'Coming up, an independent inspector tells us just how bad
0:09:47 > 0:09:50'this bodged job really is.'
0:09:50 > 0:09:53If this was my property and they were doing this work,
0:09:53 > 0:09:54I wouldn't have paid them a penny.
0:09:56 > 0:09:59We're also in Warrington, with Sharon and Jimmy Wright
0:09:59 > 0:10:01and their football-mad son Nathan.
0:10:01 > 0:10:04The Wrights have outgrown their bungalow
0:10:04 > 0:10:07but they love living here and don't want to move,
0:10:07 > 0:10:09so they planned a new extension
0:10:09 > 0:10:11with an extra bedroom with luxury en suite
0:10:11 > 0:10:13and swish new extended kitchen.
0:10:13 > 0:10:17It's a nice bungalow for just a couple
0:10:17 > 0:10:20but when you get a family, it really closes in upon you.
0:10:20 > 0:10:22It was really getting me down,
0:10:22 > 0:10:28to be falling over toys and to feel so cramped in it.
0:10:28 > 0:10:32So it was really exciting to have an extra room
0:10:32 > 0:10:34and a bigger space in the kitchen.
0:10:34 > 0:10:37It was going to be our dream, basically.
0:10:37 > 0:10:40But everything went wrong for the Wrights
0:10:40 > 0:10:42when it came to choosing their builder.
0:10:42 > 0:10:45He was recommended through someone we knew.
0:10:45 > 0:10:47His price was mid-range.
0:10:47 > 0:10:49We thought, that's good.
0:10:49 > 0:10:55Erm... So it was between him and another guy we were looking at,
0:10:55 > 0:10:57who were very, very similar in price.
0:10:57 > 0:11:02Erm... And the other guy couldn't start for six months.
0:11:02 > 0:11:06Six months seemed an age away and Sharon couldn't wait,
0:11:06 > 0:11:09so she ignored all her friends' advice.
0:11:09 > 0:11:11He could start immediately,
0:11:11 > 0:11:16so that, again, kind of swayed us.
0:11:16 > 0:11:21We ignored people's advice on if people can start straight away,
0:11:21 > 0:11:22don't go for it.
0:11:22 > 0:11:26We got rather excited, thinking, "Wow, he can start straight away.
0:11:26 > 0:11:27"This is fantastic."
0:11:28 > 0:11:31Follow my tips and stay out of trouble.
0:11:31 > 0:11:34Listen to advice and be wary.
0:11:34 > 0:11:36If your chosen builder can start right away,
0:11:36 > 0:11:38alarm bells should be ringing.
0:11:38 > 0:11:42Expect to book your builder well in advance.
0:11:42 > 0:11:44Remember, a good builder is a busy builder.
0:11:44 > 0:11:48Sharon's builder was so anxious to get started,
0:11:48 > 0:11:51he decided to skip the paperwork.
0:11:51 > 0:11:53All the other builders, when they'd come out,
0:11:53 > 0:11:55had itemised everything.
0:11:55 > 0:11:58So I said, "Are you going to put it in writing?"
0:11:59 > 0:12:05Erm... And he said he would do but he would rather start the job.
0:12:05 > 0:12:08Then came the cowboy con.
0:12:08 > 0:12:10He asked us for some money
0:12:10 > 0:12:14and I kind of said, "Well, are we not doing stage payments?"
0:12:14 > 0:12:18Because that's what we'd agreed with all the other builders.
0:12:18 > 0:12:20Because we'd rushed to get him started,
0:12:20 > 0:12:23we hadn't kind of agreed any stage payments.
0:12:23 > 0:12:30And he said that because he was only a little builder,
0:12:30 > 0:12:32he wasn't one of the big builders,
0:12:32 > 0:12:37he didn't actually have big accounts with people,
0:12:37 > 0:12:41so he couldn't actually afford to put thousands of pounds up front
0:12:41 > 0:12:45and if we could kind of drip-feed him.
0:12:45 > 0:12:49We did, a number of times, drip-feed him a few payments -
0:12:49 > 0:12:52well, quite a lot of money, to be honest, when you look back,
0:12:52 > 0:12:58but you don't realise, when it's £1,000 here and £1,000 there that he's asking for.
0:12:58 > 0:13:02The Wrights' drip-feeding became a flow and then a flood,
0:13:02 > 0:13:05even though the builder's work was drying up.
0:13:05 > 0:13:11In total the Wrights drip-fed their thirsty builder £59,000
0:13:11 > 0:13:14and he still didn't finish the job.
0:13:14 > 0:13:17I need to find out exactly what went wrong,
0:13:17 > 0:13:20so I'm going to check the evidence for myself.
0:13:24 > 0:13:26DOORBELL RINGS
0:13:29 > 0:13:31- Hello.- Hello.- Are you Sharon?- I am.
0:13:31 > 0:13:35- I'm Clive from Cowboy Trap. How are you?- Fine, thank you.- Jolly good.
0:13:35 > 0:13:38- Now, we've got problems with builders.- Yes.
0:13:38 > 0:13:41- Could you show me the destruction? - Yeah, come through.- Thank you.
0:13:44 > 0:13:46'Just how difficult can it be
0:13:46 > 0:13:50'to add one bed, one bath and kitchen to a modern bungalow?
0:13:50 > 0:13:52'I'm about to find out.'
0:13:52 > 0:13:56Really quite messy still. Things to finish off in here.
0:13:56 > 0:13:58So what were the intentions for here?
0:13:58 > 0:14:00It's just a breakfast room.
0:14:00 > 0:14:04We're going to knock through there and have our table and chairs here.
0:14:04 > 0:14:07- Great. So kitchen...? - Is on the other side.- Great.
0:14:07 > 0:14:11So you're going to have this as a breakfast kitchen,
0:14:11 > 0:14:12- an extension of...?- Yeah.- OK.
0:14:12 > 0:14:15So again, still lots to do.
0:14:15 > 0:14:17There's so much still to do,
0:14:17 > 0:14:20considering how much of their savings Sharon has shelled out.
0:14:20 > 0:14:23And shell is just what she's been left with.
0:14:24 > 0:14:27What sort of disturbs me as I look down there
0:14:27 > 0:14:29is not just the fact that you've got no insulation
0:14:29 > 0:14:33but you've actually got some hardcore, rubble
0:14:33 > 0:14:35and it's cement, as well.
0:14:35 > 0:14:37They've just thrown anything down there.
0:14:37 > 0:14:42- It looks to me like it's above the damp course.- Right.
0:14:42 > 0:14:45So it's above the DPC line,
0:14:45 > 0:14:48so that's something again, for future, I'd be concerned about.
0:14:48 > 0:14:51- But again, just not finished at all, is it?- No.
0:14:51 > 0:14:53- Everything's half finished.- Yeah.
0:14:53 > 0:14:57- Or in some cases, looking at it, just a quarter finished.- Mm.
0:14:57 > 0:14:59It's just not there at all.
0:14:59 > 0:15:05This builder has covered up to fool Sharon into thinking the job is close to completion
0:15:05 > 0:15:07but sadly, it's a sham.
0:15:08 > 0:15:11We've got some plasterwork that's been started
0:15:11 > 0:15:13but the electrics hadn't been done.
0:15:13 > 0:15:18So we've paid for the electrician to come in and put these electrics in.
0:15:18 > 0:15:21- He's had to go into the plasterboards.- Right, OK.
0:15:21 > 0:15:25- So they plasterboarded up before putting any of the cables in?- Yes.
0:15:25 > 0:15:30- What are all the carcases for? - That's the carcases for our kitchen.
0:15:30 > 0:15:34We had that delivered in November 2007.
0:15:34 > 0:15:36- Wow!- Yeah.
0:15:36 > 0:15:42But the rest of the kitchen, the builder took delivery of.
0:15:42 > 0:15:47We could only fit the carcases, because we had them in the front bedroom, into the house,
0:15:47 > 0:15:50so he took delivery of the rest of the kitchen
0:15:50 > 0:15:52in his lock-up.
0:15:52 > 0:15:55- Has he still got them, to your knowledge?- I think so.
0:15:55 > 0:15:58We have asked him for them and the solicitor's asked for them
0:15:58 > 0:16:00but we've had no response.
0:16:00 > 0:16:03'This job has a bad smell about it.
0:16:03 > 0:16:05'No, really! It does!'
0:16:05 > 0:16:09- This is due to be...?- An en suite.
0:16:09 > 0:16:11- So this is your en suite?- Yes.
0:16:11 > 0:16:14- It stinks in here. I'm going to be honest.- It does.
0:16:14 > 0:16:18That is... That is an open drain,
0:16:18 > 0:16:21an open soil stack.
0:16:21 > 0:16:23That's not healthy, either.
0:16:23 > 0:16:25- You've got a child with you, too. - Yes.
0:16:25 > 0:16:27And it's not good for anybody.
0:16:28 > 0:16:32Sharon's extension shouldn't be left like this any longer.
0:16:32 > 0:16:33We can't do everything
0:16:33 > 0:16:37but we should certainly get this en-suite stink sorted.
0:16:37 > 0:16:42Is there anything that we can do that would make you smile?
0:16:42 > 0:16:45Give you that opportunity to be able to move on?
0:16:45 > 0:16:48I'm out of savings now, so any job.
0:16:48 > 0:16:52OK. How important would it be if we could do that en suite for you?
0:16:52 > 0:16:55- That would be great. Fantastic.- OK.
0:16:55 > 0:16:59- Is that a deal, then? Should we do that?- Brilliant.- All right.
0:17:02 > 0:17:06You know, Sharon and Jimmy have lived in this mess for way too long
0:17:06 > 0:17:08and it's cost them an absolute fortune.
0:17:08 > 0:17:11And of course, their good nature has been taken advantage of
0:17:11 > 0:17:12by this cowboy builder.
0:17:12 > 0:17:16But they've put their hands up and said they've made mistakes, too,
0:17:16 > 0:17:20but it's time for me to get the good guys in to show them what good guys can really do.
0:17:22 > 0:17:27It's time to bring in the team to install Sharon's luxury en suite.
0:17:27 > 0:17:30I hope we can right the wrongs and restore her faith.
0:17:30 > 0:17:35Coming up, I discover Sharon's cowboy con man has form.
0:17:35 > 0:17:40He's done this not once, not twice, but three times to ladies.
0:17:40 > 0:17:42Pure devastation.
0:17:42 > 0:17:45There wasn't one room he hadn't touched.
0:17:47 > 0:17:48Back in Chesterfield,
0:17:48 > 0:17:52the Cravens dreamed of updating their 1930s detached home,
0:17:52 > 0:17:56with extra parking, a posh patio, classic conservatory
0:17:56 > 0:17:58and new doors and windows.
0:17:58 > 0:18:00Mike thought he'd hit the jackpot
0:18:00 > 0:18:04when a customer in his safety-clothing shop said he could do the lot.
0:18:04 > 0:18:05But it soon became clear
0:18:05 > 0:18:09the Cravens' lucky number wasn't 18,500.
0:18:09 > 0:18:11The work slowed down.
0:18:11 > 0:18:13Some days only one builder would turn up,
0:18:13 > 0:18:15some days no builders would turn up.
0:18:15 > 0:18:18We obviously challenged him about this each time
0:18:18 > 0:18:20and he was very good at excuses
0:18:20 > 0:18:23and there was always some particular reason,
0:18:23 > 0:18:25either the weather or one of his workmen was ill
0:18:25 > 0:18:28or something had happened that had let him down,
0:18:28 > 0:18:30which obviously then let us down.
0:18:30 > 0:18:34The Cravens don't have much to show for their investment.
0:18:34 > 0:18:35The new windows are woeful,
0:18:35 > 0:18:37the patio appalling
0:18:37 > 0:18:40and don't even ask to see the conservatory.
0:18:40 > 0:18:42It was never built.
0:18:42 > 0:18:44It's been one excuse after another.
0:18:44 > 0:18:47Each excuse gets a little bit more fantastic than the previous one
0:18:47 > 0:18:50and just that little bit more unbelievable.
0:18:50 > 0:18:56And he wouldn't speak to me because Michael's not as aggressive as I am.
0:18:56 > 0:18:57I lose my temper.
0:18:57 > 0:19:02Michael's very mild and says, "Oh, let me sort it."
0:19:02 > 0:19:04I tend to be a little bit more generous
0:19:04 > 0:19:08in giving people a bit more time and a bit more faith in people
0:19:08 > 0:19:10than my wife does.
0:19:10 > 0:19:13She kind of lost patience very early on
0:19:13 > 0:19:14and, quite rightly,
0:19:14 > 0:19:19started to challenge the delays and the excuses.
0:19:19 > 0:19:22But the cost here isn't just financial.
0:19:22 > 0:19:23It's emotional, too.
0:19:23 > 0:19:27The cowboy con job has crushed a once happy family.
0:19:27 > 0:19:31The main impact on our life is the strain between myself and my wife.
0:19:31 > 0:19:34The relationship there has been fraught.
0:19:34 > 0:19:39Because he was coming in to see me and giving me sob stories,
0:19:39 > 0:19:41I kind of defended him a little bit.
0:19:41 > 0:19:45That, clearly, has backfired and it's created quite a strain.
0:19:45 > 0:19:48I have said to him, "But you did it.
0:19:48 > 0:19:51"You've got this guy round and went ahead with it."
0:19:51 > 0:19:54Erm...
0:19:54 > 0:19:56And I do feel... I feel impotent
0:19:56 > 0:20:03that I can't make this man do what he's supposed to do.
0:20:03 > 0:20:06You know, we gave him this money in good faith
0:20:06 > 0:20:08to please do this for us.
0:20:08 > 0:20:12And he didn't and it's so...
0:20:13 > 0:20:16I'm so angry about it, really.
0:20:16 > 0:20:18Pat's brother Lee has seen the heartache
0:20:18 > 0:20:22this cowboy has caused his sister and brother-in-law.
0:20:22 > 0:20:23She'd break down in tears.
0:20:23 > 0:20:27We'd say, "Is everything all right?" and she'd seem pretty choked.
0:20:27 > 0:20:30Mike, you'd speak to him about it
0:20:30 > 0:20:33and it was as though he was holding back.
0:20:35 > 0:20:36Here's a tip.
0:20:36 > 0:20:39Don't let a builder wreck your home and your relationship.
0:20:39 > 0:20:43You have so much more strength when you stand together.
0:20:43 > 0:20:46Talk to each other, agree a plan of action and stick to it.
0:20:49 > 0:20:51'There's been too much heartache for Pat and Mike.
0:20:51 > 0:20:55'I think our good guys can achieve so much more here
0:20:55 > 0:20:57'than simply laying a patio.
0:20:57 > 0:20:59'But before they get to work,
0:20:59 > 0:21:01'I want independent building inspector Barry Hodgson
0:21:01 > 0:21:05'to give me his expert verdict on the jobs that have been done.'
0:21:05 > 0:21:09- I've had a good look round and there are all sorts of problems.- Lots.
0:21:09 > 0:21:13All this mortar pointing, you can hear it's loose.
0:21:13 > 0:21:15It's hollow. That'll be away soon.
0:21:15 > 0:21:18One thing that particularly concerns me is the crack
0:21:18 > 0:21:21that goes between ground floor and first floor window.
0:21:21 > 0:21:27When you see cracks like that, there's a similar crack on the other side, it does make you wonder.
0:21:27 > 0:21:30You can imagine that whole slab falling off.
0:21:30 > 0:21:34It could certainly pull away and need structural repair.
0:21:34 > 0:21:39There are parts of the paving area that we're going to sort out
0:21:39 > 0:21:41but what did you make of these steps?
0:21:41 > 0:21:45Unfortunately, the top riser's too small
0:21:45 > 0:21:47- and the rest of the risers are unequal.- Yes.
0:21:47 > 0:21:48So it's dangerous.
0:21:48 > 0:21:52Anybody visiting the house, they're going down the stairs,
0:21:52 > 0:21:55they quite easily could fall because of the irregular heights.
0:21:55 > 0:21:57It's incredible when you think,
0:21:57 > 0:22:01"How would they leave that job and think that was right?"
0:22:01 > 0:22:03- Well, exactly.- It's hideous.
0:22:03 > 0:22:07The most annoying thing about this type of thing
0:22:07 > 0:22:10- is that it would have been just as easy to have done it right.- Yes.
0:22:10 > 0:22:13If this was my property and they were doing this work,
0:22:13 > 0:22:15I wouldn't have paid them a penny.
0:22:15 > 0:22:19Could you give us a mark out of ten for the work that the builders have carried out?
0:22:19 > 0:22:22To be quite honest, with the level of work,
0:22:22 > 0:22:24the danger that's been created,
0:22:24 > 0:22:28the possibility of problems, structural problems
0:22:28 > 0:22:30and future maintenance, I wouldn't give them a mark.
0:22:30 > 0:22:33- So for you, it would be a big fat zero?- Yes.
0:22:33 > 0:22:36Zero out of ten. That says it all.
0:22:36 > 0:22:40It's time to bring in the good guys and see how it should be done.
0:22:40 > 0:22:44We plan to lift and relay the paving to complete the patio and pathway.
0:22:44 > 0:22:48Our thorough preparation will ensure the job not only looks good,
0:22:48 > 0:22:50but is laid to last.
0:22:50 > 0:22:53While we're at it, we'll complete the missing fencing, too.
0:22:53 > 0:22:58Pat and Mike can rest assured our boys will be scoring ten out of ten.
0:22:58 > 0:23:01While they get on with the job, I want to track back
0:23:01 > 0:23:04and find out how this cowboy caused so much grief.
0:23:04 > 0:23:07In terms of how much you paid him,
0:23:07 > 0:23:10did you pay him stages or did you give him money up front?
0:23:10 > 0:23:13We paid him the full amount for the drive up front.
0:23:13 > 0:23:16- Right.- We paid him £6,000.
0:23:16 > 0:23:18Next question. Why?
0:23:18 > 0:23:20Because we were gullible, I guess.
0:23:20 > 0:23:24He'd kind of come with a dream that we never thought we'd ever realise
0:23:24 > 0:23:26and it seemed too good to be true.
0:23:26 > 0:23:28The price did seem reasonable.
0:23:28 > 0:23:31Everything about it seemed plausible.
0:23:31 > 0:23:34He gave us the reasons that he needed the money up front.
0:23:34 > 0:23:39It would be for the hire of plant and equipment and skips.
0:23:39 > 0:23:43Nine times out of ten, a good bona fide builder will have accounts
0:23:43 > 0:23:47with builders' merchants, hire companies...
0:23:47 > 0:23:50We found out afterwards that the skip place up the road,
0:23:50 > 0:23:52he owed them megabucks.
0:23:52 > 0:23:54Surprise, surprise!
0:23:56 > 0:23:59So here's a hard-won tip.
0:23:59 > 0:24:03Always be wary of a builder who asks for payment up front.
0:24:03 > 0:24:05Good builders have accounts
0:24:05 > 0:24:08which they don't have to settle for at least 30 days,
0:24:08 > 0:24:11so you shouldn't be handing over any money.
0:24:13 > 0:24:17I wonder what Mike would like to say to his builder now.
0:24:17 > 0:24:22If you could pick out three questions or thereabouts to ask him,
0:24:22 > 0:24:23what would they be?
0:24:23 > 0:24:27Where are the missing fence panels?
0:24:27 > 0:24:30What's happened to the patio doors that we've paid for?
0:24:30 > 0:24:35And when is he going to fix all the mistakes with the double glazing?
0:24:35 > 0:24:38I'm going to give you that opportunity, Mike, to give him a call.
0:24:38 > 0:24:42If he answers the phone, put those questions nice and succinct.
0:24:47 > 0:24:50RINGING TONE Here we go. It's ringing.
0:24:53 > 0:24:55'Amazingly, the builder has picked up,
0:24:55 > 0:24:59'so perhaps now, Mike can finally get some answers.'
0:24:59 > 0:25:04I've been trying to get you for quite a while now with regard to all the unfinished work.
0:25:04 > 0:25:08Can you give me some idea of where we stand?
0:25:08 > 0:25:12'The builder says that as the company has gone into receivership,
0:25:12 > 0:25:15'there is nothing he can do to help with the mountain of mess
0:25:15 > 0:25:17'the Cravens have been left with.'
0:25:17 > 0:25:22So you're saying we're going to get nothing and no work finished?
0:25:22 > 0:25:23'I've heard enough excuses.
0:25:23 > 0:25:27'I think Mike deserves an apology at the very least.'
0:25:27 > 0:25:33Was all the work you carried out satisfactory? Do you believe it was quality work?
0:25:33 > 0:25:36'He says he hired qualified builders to do the work,
0:25:36 > 0:25:38'so it's not his responsibility.
0:25:38 > 0:25:43'But, surprise, surprise, finally, he does come up with that apology.'
0:25:43 > 0:25:46Was that an apology you just give us?
0:25:46 > 0:25:50I've got to say, in all the time I've been doing this job,
0:25:50 > 0:25:54right, and the thousands of cowboy builders that I've come across,
0:25:54 > 0:25:57not one of them have given an apology.
0:25:57 > 0:26:01But at the end of the day, you've left them living in Stressville
0:26:01 > 0:26:05because of all of the hassle that they've had
0:26:05 > 0:26:10through you undertaking the work at their property.
0:26:10 > 0:26:14And that, you cannot put a price on, I'm afraid.
0:26:14 > 0:26:18'Coming up, I'm hoping Pat and Mike will be thrilled
0:26:18 > 0:26:20'when they finally see what the good guys can do.'
0:26:23 > 0:26:27Meanwhile, back in Warrington and the Wright family's bodged bungalow.
0:26:27 > 0:26:29They drip-fed their builder cash
0:26:29 > 0:26:33to add a one bedroom luxury en suite and swish new kitchen.
0:26:33 > 0:26:36They were left with an incomplete shell
0:26:36 > 0:26:38after shelling out £59,000,
0:26:38 > 0:26:44including six grand for kitchen units he's holding in his lock-up.
0:26:44 > 0:26:47My little boy's desperate for his bedroom to be done.
0:26:47 > 0:26:49He wants sleep-overs.
0:26:49 > 0:26:53He's got to the age where he wants all of his friends round.
0:26:53 > 0:26:56Sharon and Jimmy are nice, genuine people
0:26:56 > 0:26:59and they expected their builder to be the same.
0:26:59 > 0:27:02So they handed over their hard-earned cash, hoping for the best,
0:27:02 > 0:27:05but what they ended up with was the very, very worst.
0:27:05 > 0:27:07'I feel sorry for Sharon.
0:27:07 > 0:27:10'She can't see any easy way out of this mess
0:27:10 > 0:27:12'and there's so much still to do.
0:27:12 > 0:27:15'Our good guys are waiting to get stuck in
0:27:15 > 0:27:19'but first, I want independent building inspector Colin Harrop
0:27:19 > 0:27:21'to give his verdict on the work.'
0:27:21 > 0:27:23Now, you've had a chance to look around.
0:27:23 > 0:27:27What have you seen that particularly gets up your nose, if you like?
0:27:27 > 0:27:29It looks like they've made a start on things.
0:27:29 > 0:27:31They've put some things together
0:27:31 > 0:27:34and then work's pretty much ground to a halt.
0:27:34 > 0:27:36Then they've come along and done a load of work
0:27:36 > 0:27:40to let the person in the house know that something's happening.
0:27:40 > 0:27:43So someone's come along with a paint brush and painted things
0:27:43 > 0:27:47before the windows are in and it's wind and water tight.
0:27:47 > 0:27:51It's the kind of thing has just been done to fob off the homeowner.
0:27:51 > 0:27:55The other thing is that nowadays, when it comes to building houses,
0:27:55 > 0:27:57there is a big push for houses to be energy efficient.
0:27:57 > 0:28:02This house hasn't been insulated yet and it just cannot happen now,
0:28:02 > 0:28:07that a house is extended without appropriate thought to insulation
0:28:07 > 0:28:09and how it's going to be heated
0:28:09 > 0:28:14so that it won't cost the homeowner an arm and a leg to do so.
0:28:14 > 0:28:17Now, I have to say one thing. I'm sure you've noticed this.
0:28:17 > 0:28:21- If this was Smell-o-Vision you could...- There's a certain aroma,
0:28:21 > 0:28:25which is not one that you'd choose for an air freshener, you're right.
0:28:25 > 0:28:28And you're standing right next to it, I'm afraid.
0:28:28 > 0:28:31- An open stack, there. - It is an open stack.
0:28:31 > 0:28:33Not very hygienic, not very clever.
0:28:33 > 0:28:36The sort of thing that you would find halfway through a building job.
0:28:36 > 0:28:39During mid-project, you have to open these things.
0:28:39 > 0:28:42Certainly not something you'd leave open, though,
0:28:42 > 0:28:46for humans to wander around or animals or anything,
0:28:46 > 0:28:48because it does create a bit of a pong.
0:28:48 > 0:28:51- And children. We've got children here.- Quite.
0:28:51 > 0:28:56What, in real terms, would you give the builder
0:28:56 > 0:28:59in terms of a mark out of ten for the work that he's carried out?
0:28:59 > 0:29:01I would give it a four out of ten.
0:29:01 > 0:29:05For the homeowner, the problem is that it's nowhere near finished,
0:29:05 > 0:29:07therefore I'm sure they would mark it a zero
0:29:07 > 0:29:10because they haven't got what they paid for.
0:29:10 > 0:29:13My own thought is that it would be a four out of ten mark.
0:29:17 > 0:29:18Four out of ten.
0:29:18 > 0:29:23I can understand where Colin's coming from because some things were done OK.
0:29:23 > 0:29:27But when you consider the amount of money that he took from Sharon and Jimmy,
0:29:27 > 0:29:30I've got to say, that's more than generous.
0:29:30 > 0:29:32It's more than I would have given him.
0:29:33 > 0:29:36I've seen enough. It's time to get the good guys in.
0:29:36 > 0:29:41We're going to make sure the Wrights get their state-of-the-art en suite.
0:29:41 > 0:29:44We're going to sort out the plumbing, panel the walls
0:29:44 > 0:29:47and install the luxury steam shower cabin.
0:29:47 > 0:29:50Hopefully, we'll bring the family some well-deserved happiness.
0:29:50 > 0:29:54While they get to work, I want to track back
0:29:54 > 0:29:56and find out how Sharon was conned
0:29:56 > 0:29:59into drip-feeding her cowboy so much cash.
0:29:59 > 0:30:01So how much did you give him?
0:30:01 > 0:30:04Er, I think the first payment was £7,000.
0:30:04 > 0:30:06Cheque? Banker's draft?
0:30:06 > 0:30:08Cash.
0:30:08 > 0:30:10Sharon!
0:30:10 > 0:30:14But thing is, I didn't like to give him the cash
0:30:14 > 0:30:16and I did question this.
0:30:16 > 0:30:19And I said to him, "Do we get any receipts?"
0:30:19 > 0:30:23And he said he didn't have a receipt book, so I created my own.
0:30:23 > 0:30:26Good. I'm glad you created your own receipt book.
0:30:26 > 0:30:28- You both signed it? - Yes. And dated it.
0:30:28 > 0:30:30And I wrote down what it was for.
0:30:30 > 0:30:33So the final payment made what? What was the total?
0:30:33 > 0:30:35It was £53,000.
0:30:36 > 0:30:39- £53,000, all cash pound notes?- Mm.
0:30:40 > 0:30:44- Think what you could do with 53,000 cash pound notes.- I know.
0:30:46 > 0:30:49- Mm.- Plus 6,000 for the kitchen, as well.
0:30:50 > 0:30:53- That he still holds. - That he still holds.
0:30:53 > 0:30:54- At this stage.- Yeah.
0:30:54 > 0:30:57We're £53,000 lighter.
0:30:57 > 0:31:01Take me through the emotion of what it's like.
0:31:01 > 0:31:05It's a mixture of emotions. It's anger.
0:31:05 > 0:31:07It's frustration, as well.
0:31:07 > 0:31:09But also added to that
0:31:09 > 0:31:12was the fact that my mum was very poorly at the time
0:31:12 > 0:31:15and she'd been told that she didn't have very long to live.
0:31:15 > 0:31:18So I was having to deal with that as well.
0:31:18 > 0:31:21It was very, very stressful when my mum actually died
0:31:21 > 0:31:25because of the fact that my mum planned the kitchen with me
0:31:25 > 0:31:27and I did want her to see it.
0:31:27 > 0:31:29Even up to two days before she died,
0:31:29 > 0:31:33she kept saying to me, "How's your kitchen going along?"
0:31:33 > 0:31:34I'd say, "Fine, Mum, fine."
0:31:34 > 0:31:38And I just said to Jimmy when my mum died, "Knock it down, I never want to see it.
0:31:38 > 0:31:40"I'm not going in there."
0:31:40 > 0:31:42- That's how much it got to you?- Yeah.
0:31:42 > 0:31:45So what would Sharon like to say to her work-shy builder now?
0:31:45 > 0:31:51If you had the opportunity to speak to him on the phone,
0:31:51 > 0:31:54what would you like to say to him?
0:31:54 > 0:31:55Erm...
0:31:55 > 0:31:59- I'd like to ask for our kitchen back.- Yeah.
0:31:59 > 0:32:04And I'd like to ask him why he didn't return to finish the job.
0:32:04 > 0:32:05Yeah.
0:32:05 > 0:32:10And what's he done with the money that we've given him?
0:32:10 > 0:32:13OK.
0:32:13 > 0:32:15RINGING TONE
0:32:15 > 0:32:17It's ringing.
0:32:23 > 0:32:26But will he answer?
0:32:26 > 0:32:29'The person you're calling is unable to take your call.
0:32:29 > 0:32:32'Please leave your message after the tone.'
0:32:32 > 0:32:33PHONE BLEEPS
0:32:33 > 0:32:36It's Clive Holland here from Cowboy Trap on the BBC.
0:32:36 > 0:32:40Erm, I've got a few questions I'd like to talk to you about,
0:32:40 > 0:32:43from Sharon and Jimmy's extension that you did for them.
0:32:43 > 0:32:47It's really important that you call us back on the number I've called you on.
0:32:47 > 0:32:51Loads of questions, not enough answers.
0:32:51 > 0:32:55So it's your right of reply. We're giving you this opportunity.
0:32:55 > 0:32:59If you'd give us a call back as soon as possible, I'd really appreciate it
0:32:59 > 0:33:02and I'm sure Sharon and Jimmy would, too. Thanks a lot.
0:33:03 > 0:33:07I reckon he was looking at the phone going, "Don't recognise that number,"
0:33:07 > 0:33:11- but...- I think he lets it go to answerphone
0:33:11 > 0:33:14- and then decides if he wants to return the calls.- Yeah.
0:33:14 > 0:33:16It's no surprise the builder isn't answering
0:33:16 > 0:33:21because, can you believe it, it's not just the Wrights he's been treating wrong.
0:33:21 > 0:33:23This guy is a serial offender
0:33:23 > 0:33:26and Sharon has found two more of his victims.
0:33:26 > 0:33:28I'm shocked by what I'm hearing.
0:33:30 > 0:33:34I hated going home, wondering whether he'd be there.
0:33:34 > 0:33:36If I was out, I nipped out, going home,
0:33:36 > 0:33:38whether he'd be there doing anything
0:33:38 > 0:33:41and that would bring on an emotion because I didn't want to see him.
0:33:41 > 0:33:46Or if he wasn't there, I'd think, "Why isn't he at my house, finishing my work off?"
0:33:46 > 0:33:49I asked him. I said, "Have you still got the money I gave you?"
0:33:49 > 0:33:51And he said, "Yes, I have
0:33:51 > 0:33:54"and you can take me to court, you will not get it back."
0:33:54 > 0:33:57You know who you are and now we know who you are
0:33:57 > 0:33:59and by revealing your tricks,
0:33:59 > 0:34:03we're preventing others from falling into the cowboy trap.
0:34:03 > 0:34:06This cowboy really should be run out of town.
0:34:06 > 0:34:10Coming up, there's a special surprise for football-mad Nathan.
0:34:10 > 0:34:12You're absolutely star-struck, aren't you?
0:34:12 > 0:34:15'And an even bigger surprise for his mum, Sharon.'
0:34:18 > 0:34:19Back in Chesterfield,
0:34:19 > 0:34:24our boys are putting the final touches to the Cravens' new patio area.
0:34:24 > 0:34:26This couple have been through the mill
0:34:26 > 0:34:29because of a dodgy dealer who promised them new windows, patio
0:34:29 > 0:34:31and conservatory
0:34:31 > 0:34:34but ended up giving them not much more than a whole load of stress.
0:34:34 > 0:34:38He seems to have no conscience about leaving us in the lurch,
0:34:38 > 0:34:41leaving the house in the state that it's in, unfinished work,
0:34:41 > 0:34:44poor quality work.
0:34:44 > 0:34:48All of this has been done and he doesn't take it on board,
0:34:48 > 0:34:50the importance and the impact that's had on us.
0:34:50 > 0:34:54So, yeah, I feel gullible and a bit stupid and naive
0:34:54 > 0:34:56in the way that we've handled this
0:34:56 > 0:34:58but also that we've been taken for a ride.
0:34:58 > 0:35:02But this cowboy didn't just cause the Cravens financial problems.
0:35:02 > 0:35:07Emotionally, the whole situation put a huge strain on their relationship.
0:35:07 > 0:35:11You've already said about Mike being this sort of laid-back guy,
0:35:11 > 0:35:14which I appreciate 100%,
0:35:14 > 0:35:18and there's this fiery devil going off on one.
0:35:18 > 0:35:21What is the relationship like?
0:35:21 > 0:35:24What is the emotion like at that stage?
0:35:24 > 0:35:27Michael's very calm and I'm not.
0:35:27 > 0:35:31- You've had earache, haven't you? - Yeah!- Big time.
0:35:31 > 0:35:35Well, I'm embarrassed by it. I can't stand it.
0:35:35 > 0:35:37And I'm angry that we're in this situation
0:35:37 > 0:35:42because somebody has duped us and I don't like being duped.
0:35:42 > 0:35:44I don't like lies from anybody.
0:35:44 > 0:35:45His attitude, as well.
0:35:45 > 0:35:50He's just so rude about it or he comes up with another excuse
0:35:50 > 0:35:51as to why it didn't happen.
0:35:51 > 0:35:53What I want to do is to make sure
0:35:53 > 0:35:56that you can see the light at the end of the tunnel,
0:35:56 > 0:35:59draw the line, take him out of your system.
0:35:59 > 0:36:02- Otherwise, it will poison you forever.- Mm.
0:36:02 > 0:36:08And is that any good? He's still having an effect on you as a person.
0:36:08 > 0:36:11His time will come, his time will come.
0:36:11 > 0:36:13- Well, we hope so. - Yeah. His time will come.
0:36:13 > 0:36:17- What goes around... You've heard the saying.- Yeah.
0:36:17 > 0:36:20Make sure that you draw that line.
0:36:20 > 0:36:24And that will be an agreement between you and I at the end of it, OK?
0:36:24 > 0:36:26- It's good to get it off our chests, isn't it?- It is.
0:36:26 > 0:36:31- And I would imagine that it's something that's been bugging you for a long time.- Yeah.
0:36:31 > 0:36:33'So the Cravens have learnt an expensive lesson
0:36:33 > 0:36:37'and will never again be seduced by the charms of a silver-tongued builder
0:36:37 > 0:36:40'who promises the earth and leaves you in the dirt.
0:36:40 > 0:36:42'So here's a tip.
0:36:42 > 0:36:45'Keep your relationship with your builder business-like.
0:36:45 > 0:36:48'He's there to work and get your job done.
0:36:48 > 0:36:50'Keep a careful eye on his progress
0:36:50 > 0:36:53'and make sure you get exactly what you paid for.
0:36:53 > 0:36:56'Now our good guys are putting the finishing touches
0:36:56 > 0:36:58'to Pat and Mike's posh new patio.'
0:36:58 > 0:37:02So it's time to show them just what the good guys are capable of
0:37:02 > 0:37:06and bring a little light back into the family's lives.
0:37:06 > 0:37:10Before we go take a look, I just want you to remind me
0:37:10 > 0:37:12what it looked like on that patio at the front.
0:37:12 > 0:37:17- Rubble.- Weeds.- Weeds. - Pebbles and just...- A mess.- Mm-hm.
0:37:17 > 0:37:21OK. What are you hoping for?
0:37:21 > 0:37:24- A pretty patio.- Yes. - A finished patio would be good.
0:37:24 > 0:37:28- OK.- That would be very nice. - So are you ready to have a look? - Yes, we are.
0:37:28 > 0:37:30- Follow me. Let's go.- Right.- OK.
0:37:32 > 0:37:34OK, guys, come and take a look.
0:37:37 > 0:37:42- Look at that! Wow! A finished patio. - It's brilliant.
0:37:42 > 0:37:43- That's amazing.- Yeah.
0:37:43 > 0:37:47- Does that look good? Doesn't it look good?- It looks very good.
0:37:47 > 0:37:49- I can't believe it. - Absolutely sound.
0:37:49 > 0:37:52This is what the good guys are capable of doing.
0:37:52 > 0:37:55Our good guys have done a great job.
0:37:55 > 0:37:58We've taken up the badly-laid paving, levelled the land
0:37:58 > 0:38:00and relaid the slabs.
0:38:00 > 0:38:04The front of the Cravens' home now has the welcoming look they dreamed of
0:38:04 > 0:38:07and Pat can be proud when her guests come calling.
0:38:07 > 0:38:10We've completed the paving around the side,
0:38:10 > 0:38:12creating a classy look.
0:38:12 > 0:38:15And we've gone further, fixing the missing fence panels,
0:38:15 > 0:38:19which is just the finish you expect when you hire the professionals.
0:38:21 > 0:38:25- We can invite friends round again. - They can walk up without breaking their necks.
0:38:25 > 0:38:31The threshold of your property is the first thing you see, really,
0:38:31 > 0:38:35so now that it's really presentable and looks great,
0:38:35 > 0:38:38- it's something to be proud of. - It is, it's lovely.
0:38:38 > 0:38:39- Very nice.- Fantastic.
0:38:39 > 0:38:42- So is that a result? - It's certainly a result.
0:38:42 > 0:38:43- Good man.- Jolly good.
0:38:43 > 0:38:45Come here! Come here, you.
0:38:45 > 0:38:50'It's good to see the Cravens smiling again.'
0:38:51 > 0:38:55Time to do the same for the Wright family back in Warrington.
0:38:55 > 0:38:57Our good guys have been hard at work,
0:38:57 > 0:39:00trying to put right some of the mess left by a cowboy builder
0:39:00 > 0:39:05after the family hired him to build an extension onto their bungalow.
0:39:05 > 0:39:08We're installing the state-of-the-art shower
0:39:08 > 0:39:11and bringing a luxury look with these special panels.
0:39:11 > 0:39:15During this whole period, there was somebody else that was affected, too,
0:39:15 > 0:39:17and that was their nine-year-old son, Nathan.
0:39:17 > 0:39:21I kind of feel like I'm letting my little boy down all the time.
0:39:21 > 0:39:25There's been scaffolding, there's been holes, cement mixers.
0:39:25 > 0:39:30I keep saying, "No, you can't play out in the garden with your friends.
0:39:30 > 0:39:31"It's too dangerous."
0:39:31 > 0:39:35Dealing with the building work swallowed up his parents' time and money
0:39:35 > 0:39:39and treats like going to see his beloved Wigan Athletic play
0:39:39 > 0:39:41became a thing of the past for Nathan.
0:39:41 > 0:39:44Now, that might not be a big thing to you and I
0:39:44 > 0:39:46but to a nine-year-old boy, it's huge.
0:39:46 > 0:39:49But I have got a secret little trick up my sleeve.
0:39:49 > 0:39:53It's a massive surprise and I can't wait to show him what it is.
0:39:53 > 0:39:56While we leave the good guys to finish up,
0:39:56 > 0:39:58I've arranged a special trip for Nathan,
0:39:58 > 0:40:00to meet his heroes at a training session.
0:40:00 > 0:40:03You're absolutely star-struck, aren't you?
0:40:03 > 0:40:06'It's great to be able to bring a bit of joy
0:40:06 > 0:40:07'into this lovely lad's life.'
0:40:10 > 0:40:13And back at home, my boys are doing their final tweaks
0:40:13 > 0:40:16and I can't wait to show Sharon the kind of work
0:40:16 > 0:40:19good guys are capable of.
0:40:19 > 0:40:23Do you mind just talking me through what it was like before we arrived?
0:40:23 > 0:40:25Erm, it was just a shell, basically.
0:40:25 > 0:40:27- So, really, it was just a mess, wasn't it?- It was.
0:40:27 > 0:40:32- OK. So are you ready to take a look? - I'm ready. Yes.
0:40:32 > 0:40:34- OK. After you.- Thank you.
0:40:34 > 0:40:36Oh, wow.
0:40:37 > 0:40:40Oh, it's lovely. It's really nice.
0:40:40 > 0:40:44- Is that sweet? - Yeah. A completed room! Hey!
0:40:44 > 0:40:50- A completed room. Wonderful shower and steam room, as well.- Wow.
0:40:50 > 0:40:54- Toilet fitted.- Yes.- And all the pipe work boxed in as well.
0:40:54 > 0:40:58All the cladding in, cupboards up, that sort of thing.
0:40:58 > 0:41:01The old dodgy plumbing is a distant memory.
0:41:01 > 0:41:03Everything now runs like a dream.
0:41:03 > 0:41:07The ugly unfinished walls have been luxuriously transformed
0:41:07 > 0:41:09by the gorgeous panels,
0:41:09 > 0:41:11giving the room a warm and modern look.
0:41:11 > 0:41:16And of course, the jewel in the crown, is that shower unit
0:41:16 > 0:41:18that's been fitted.
0:41:18 > 0:41:20Look at this.
0:41:20 > 0:41:22I'm loving the light in here.
0:41:22 > 0:41:23Oh, wow!
0:41:23 > 0:41:25This family will be squeaky clean
0:41:25 > 0:41:30with the amount of time they're going to want to spend in their watery wonderland.
0:41:31 > 0:41:34- Wow!- Oh, fantastic. - Do you like it, Nathan?
0:41:34 > 0:41:36Really nice. I do like that.
0:41:36 > 0:41:38- What do you think, Nathan?- Good job. - Yeah.
0:41:38 > 0:41:43- Yeah!- It's got a radio in it. - It's got a radio in.
0:41:43 > 0:41:49- Remote control.- Even better.- Yeah, it's even got a remote control.
0:41:49 > 0:41:52'Sharon finally has her dream luxury en suite
0:41:52 > 0:41:56'and it looks like things are definitely on the up for the Wrights.'
0:41:56 > 0:41:58You've got some great news. Tell us what it is.
0:41:58 > 0:42:01We're going to get our kitchen back.
0:42:03 > 0:42:04We contacted the storage company
0:42:04 > 0:42:09who've basically said, if we can prove ownership of the kitchen we can have it back.
0:42:09 > 0:42:12So we have all the receipts and everything now,
0:42:12 > 0:42:15so we're just waiting for our solicitor to write a letter
0:42:15 > 0:42:17and then they will release the kitchen to us.
0:42:17 > 0:42:19That is magic news.
0:42:22 > 0:42:26You know, Sharon, Jimmy and Nathan have had it rough
0:42:26 > 0:42:27in these last few years.
0:42:27 > 0:42:32It's time their luck changed and I hope we've gone some little way
0:42:32 > 0:42:34into helping them move on.