0:00:04 > 0:00:06Cowboy builders and rogue traders
0:00:06 > 0:00:08are costing UK homeowners
0:00:08 > 0:00:11tens of millions of pounds every single year.
0:00:11 > 0:00:14It seems to me that they just keep getting away with it.
0:00:14 > 0:00:18If I could turn back time, I wouldn't have any builders in at all.
0:00:18 > 0:00:23I am that scared of dodgy builders, I wouldn't have them in again.
0:00:23 > 0:00:27Cowboy builders are ruining people's lives up and down the country,
0:00:27 > 0:00:29with shoddy workmanship, missed deadlines
0:00:29 > 0:00:33and what can only be described as daylight robbery.
0:00:33 > 0:00:35He got very defensive
0:00:35 > 0:00:39and walked straight back towards the front door
0:00:39 > 0:00:41and was just going to call it a day.
0:00:41 > 0:00:42Um...
0:00:42 > 0:00:46Leaving us in an absolute state of shock.
0:00:46 > 0:00:48I know this industry
0:00:48 > 0:00:51and I'm here to help homeowners who've been badly let down.
0:00:51 > 0:00:55My team of experts are on hand to right some wrongs
0:00:55 > 0:00:59and to offer a glimmer of hope to those that have been tricked by these conmen.
0:00:59 > 0:01:01What do you think, Sam?
0:01:01 > 0:01:03That's brilliant, isn't it?
0:01:03 > 0:01:05With top tips and insider advice
0:01:05 > 0:01:09it's my mission to prevent you from falling into the cowboy trap.
0:01:19 > 0:01:23Today, we're in Sussex, where more family dreams
0:01:23 > 0:01:25have been shattered by bodging builders.
0:01:25 > 0:01:30Immobile mum Jackie Fowler wanted a practical wet room
0:01:30 > 0:01:33so her family no longer had to help her in and out of the bath.
0:01:33 > 0:01:36She found her cowboy on the internet.
0:01:36 > 0:01:40They had, at that stage, a ten out of ten rating.
0:01:40 > 0:01:44I thought, "That's good." You can't get better than that.
0:01:44 > 0:01:50But she was left with a room that looks OK - as long as you don't actually want to take a shower.
0:01:50 > 0:01:56He says, "I'll be back tomorrow to fit the grab rails and the foldaway seat."
0:01:57 > 0:01:59We never saw them again.
0:01:59 > 0:02:02Jellied eels are a delicacy around these parts.
0:02:02 > 0:02:05But they're not the only slippery customers in town.
0:02:05 > 0:02:09Our second cowboy was also highly-rated on the internet.
0:02:09 > 0:02:14But dug a big hole for himself when he tried to landscape the Ridleys' dream garden.
0:02:14 > 0:02:19It's stealing, really. We gave him a sum of money to do a job
0:02:19 > 0:02:23and it's just left our garden in an absolute mess.
0:02:23 > 0:02:29Five-year-old green-fingered Sam is still waiting for the grow garden his parents promised him.
0:02:30 > 0:02:33First up, we're in picturesque Peacehaven,
0:02:33 > 0:02:37where the Fowler family decided to use their savings
0:02:37 > 0:02:42to create a wet room for mum Jackie. She's gradually losing her mobility to osteoarthritis
0:02:42 > 0:02:45so bath time was becoming a struggle.
0:02:46 > 0:02:50My disabilities had got to the stage where I couldn't use the bath any more.
0:02:50 > 0:02:53I needed a bit of independence.
0:02:53 > 0:03:00So we asked for a shower room that we had already set up
0:03:00 > 0:03:02which never worked
0:03:02 > 0:03:06to actually be repaired and made into a wet room.
0:03:06 > 0:03:08Jackie was impatient to get started
0:03:08 > 0:03:12because she hated having to ask her husband Tony for help.
0:03:12 > 0:03:16She wants to maintain as much of her independence as possible.
0:03:16 > 0:03:19Because I've been stung before by poor builders,
0:03:19 > 0:03:26I went on this website and they're meant to find reliable builders in your area
0:03:26 > 0:03:29and they're rated by people who've had work done.
0:03:29 > 0:03:33They had, at that stage, a ten out of ten rating.
0:03:33 > 0:03:37I thought, "That's good." You can't get better than that.
0:03:37 > 0:03:40Follow my top tip and you won't get into trouble.
0:03:40 > 0:03:44Internet searches can be a great way to start researching your building project.
0:03:44 > 0:03:47But they are only the start and only a part.
0:03:47 > 0:03:49After your internet search,
0:03:49 > 0:03:53you have to use tried and tested techniques to find the good guys.
0:03:53 > 0:03:57Speak to previous customers and go and see the builders' previous work.
0:03:57 > 0:04:00That way, you'll stay out of trouble.
0:04:02 > 0:04:09The gutted the small toilet and what was going to be the wet room.
0:04:09 > 0:04:11They gutted it completely.
0:04:11 > 0:04:15A blank canvas. We thought things were moving on.
0:04:15 > 0:04:19I was getting excited, looking forward to my independence.
0:04:19 > 0:04:22Jackie booked her builders to convert her existing shower room
0:04:22 > 0:04:24into her dream wet room
0:04:24 > 0:04:28and completely renovate the bathroom for her husband's and son's use.
0:04:28 > 0:04:30The work would take ten days
0:04:30 > 0:04:32and cost £4,000.
0:04:32 > 0:04:37Jackie paid a deposit of £2,000 up front.
0:04:37 > 0:04:41The next day they came and started tiling the walls.
0:04:41 > 0:04:43And that's when the problems started.
0:04:43 > 0:04:46We've got a mosaic border going around.
0:04:46 > 0:04:50And instead of keeping that flush with the tiles,
0:04:50 > 0:04:53they pushed that right back in.
0:04:53 > 0:04:56It was just very, very poor quality work.
0:04:56 > 0:04:59It's time for me to find out exactly what went wrong
0:04:59 > 0:05:01and check the evidence for myself.
0:05:05 > 0:05:08- Hello!- Hello!- Are you Jackie?- I am.
0:05:08 > 0:05:13- I hear you've had cowboy builders in the property.- That's right, yes.
0:05:13 > 0:05:17- Would you show me the damage?- No problem.- After you. Take your time.
0:05:17 > 0:05:20This is normally the bit where I go round with the homeowner
0:05:20 > 0:05:23and survey the damage the cowboy builder's done.
0:05:23 > 0:05:28But because in this case, Jackie's not too good on her legs, I'll show myself around.
0:05:28 > 0:05:29So let's take a look.
0:05:29 > 0:05:32First impressions can be deceiving.
0:05:32 > 0:05:36But if you're spending thousands on a wet room,
0:05:36 > 0:05:37you expect a professional job.
0:05:37 > 0:05:39But that's not what I see here.
0:05:41 > 0:05:42Look at the belly on that!
0:05:42 > 0:05:45I don't like the look of the plumbing in here, either.
0:05:45 > 0:05:50The radiator is wrong, and this type of light fitting is against the rules.
0:05:50 > 0:05:55You think to yourself, "It looks OK." But on closer inspection, it's just not.
0:05:55 > 0:05:58It's dog's hind leg, some of the tiles.
0:05:58 > 0:06:02There's gaps all over the place, some broader than you see there.
0:06:02 > 0:06:06It's just generally somebody's who's more like an odd-job person
0:06:06 > 0:06:09than somebody who actually knows what they're doing.
0:06:09 > 0:06:13When you look around, there's problems with the light in zone one.
0:06:13 > 0:06:16It's got to be a larger IP rating than that.
0:06:16 > 0:06:21Follow my top tips. Light fittings used in areas where there's moisture
0:06:21 > 0:06:24must all have correct IP rating
0:06:24 > 0:06:26which stands for ingress protection.
0:06:26 > 0:06:28In this case against water.
0:06:28 > 0:06:32Fittings in zone one, where there's lots of water about,
0:06:32 > 0:06:35for example above a shower or bath,
0:06:35 > 0:06:37must be suitably sealed against moisture
0:06:37 > 0:06:41because as we know, water and electricity just don't mix.
0:06:41 > 0:06:45It's crucial to have this wet room correctly fitted out
0:06:45 > 0:06:46as soon as possible.
0:06:46 > 0:06:50We've got the good guys standing by to right all the wrongs.
0:06:50 > 0:06:51It was very important to me.
0:06:51 > 0:06:57It meant with my husband's problems he didn't have to be my carer any more.
0:06:57 > 0:06:59He could sit back and relax
0:06:59 > 0:07:03while I could do my own shower and things like that.
0:07:03 > 0:07:07Jackie hoped her internet search had come up with someone she could trust.
0:07:07 > 0:07:11But sadly, she got caught in the web.
0:07:11 > 0:07:14We've done our research, and now it's time to show Jackie
0:07:14 > 0:07:16what the good guys are capable of.
0:07:25 > 0:07:27We'll be stripping the wet room back to basics,
0:07:27 > 0:07:31sorting out the bodged plumbing, removing the illegal electrics,
0:07:31 > 0:07:35replacing the radiator, all polished off with a level of finish
0:07:35 > 0:07:38you'd expect when you call in the professionals.
0:07:38 > 0:07:42Coming up. How does the independent building inspector
0:07:42 > 0:07:46rate the previous work done installing Jackie's wet room?
0:07:46 > 0:07:51On closer inspection I can see all the problems that could manifest themselves quickly.
0:07:53 > 0:07:54Next up,
0:07:54 > 0:07:58we're meeting a young family whose dreams for a garden oasis
0:07:58 > 0:08:00turned out to be nothing more than a mirage.
0:08:00 > 0:08:03The Ridleys also found their builder on the internet.
0:08:03 > 0:08:08There's another coincidence. We're not even leaving the county.
0:08:08 > 0:08:10Both of today's stories are in Sussex.
0:08:10 > 0:08:15Just down the road, a young family's dreams of carefree summers in their new garden
0:08:15 > 0:08:18were left in tatters by a careless cowboy builder.
0:08:18 > 0:08:21When we bought the place, it was a decked garden
0:08:21 > 0:08:24which wasn't really child friendly.
0:08:24 > 0:08:27So we thought come spring,
0:08:27 > 0:08:32we'll get a nice bit of paving for the adults to sit on
0:08:32 > 0:08:37and a bit of artificial lawn so the kids can be out there
0:08:37 > 0:08:38many months of the year.
0:08:38 > 0:08:43Dad Richard and Mum Paula also made their five-year-old son Sam a promise
0:08:43 > 0:08:45about moving to their new house.
0:08:45 > 0:08:49My son loves tinkering in the garden
0:08:49 > 0:08:55with planting and he'd love to grow potatoes and what have you.
0:08:55 > 0:08:58It was one promise we made to him when we moved house
0:08:58 > 0:09:01was that he could have a little grow garden.
0:09:01 > 0:09:04Richard and Paula Ridley also used a trader review website
0:09:04 > 0:09:07to check up on their chosen builder.
0:09:07 > 0:09:11They wanted him to rip up their dangerous decking and remodel their garden
0:09:11 > 0:09:15with patio lawn, but keep the sheds for all their stuff.
0:09:15 > 0:09:21They'd saved hard to create a safe and special play space for Sam and two-year-old Rosie.
0:09:21 > 0:09:24Once we'd had the quote, which we were happy with,
0:09:24 > 0:09:28seemed straight down the middle. It wasn't the cheapest or most expensive.
0:09:28 > 0:09:31He conducted himself in a very professional way.
0:09:31 > 0:09:36He was very friendly and courteous.
0:09:36 > 0:09:38We felt very relaxed with him
0:09:38 > 0:09:43and we felt happy to have him working in and around the house.
0:09:43 > 0:09:46The price agreed for the job was £5,000.
0:09:46 > 0:09:51A deposit of £2,500 was payable to book the job
0:09:51 > 0:09:55and pay for the special Indian stone slabs they'd set their hearts on.
0:09:55 > 0:09:58But then Richard and Paula made a mistake.
0:09:58 > 0:10:01They booked work to start while they were away.
0:10:01 > 0:10:05The only access to their garden is by going through their home
0:10:05 > 0:10:07so they gave the builder the keys.
0:10:08 > 0:10:10Unfortunately,
0:10:10 > 0:10:12we were very trusting
0:10:12 > 0:10:17and he started work two days previously to us returning home from a holiday.
0:10:17 > 0:10:21So there were two days when they were on site in the house
0:10:21 > 0:10:23when we were still away.
0:10:24 > 0:10:28Follow my top tips and you won't come to grief with your building dreams.
0:10:28 > 0:10:32You wouldn't give the keys to your home to a stranger in the street,
0:10:32 > 0:10:35so never give them to a builder you don't know, either.
0:10:35 > 0:10:40It may cause less disruption to have building work done while you're on holiday,
0:10:40 > 0:10:43but who knows what horrors you'll find when you come home.
0:10:44 > 0:10:46Luckily, Paula's dad was on hand
0:10:46 > 0:10:47to check up on the builder.
0:10:47 > 0:10:50Paula and Richard were on holiday when he started.
0:10:50 > 0:10:54I came down. In the two or three visits I made,
0:10:54 > 0:10:56I never saw anybody here at all.
0:10:56 > 0:10:59It wasn't very long days he'd done down here.
0:10:59 > 0:11:02So what horrors did Richard and Paula find
0:11:02 > 0:11:06when they came home from holiday with their two young children?
0:11:06 > 0:11:10There were lots of materials in the hallway that had been delivered.
0:11:10 > 0:11:14Which was fine. The only thing we were unhappy with
0:11:14 > 0:11:18was the fact that our two sheds that we'd emptied previous to go on holiday
0:11:18 > 0:11:21to enable them to move them up and down the garden
0:11:21 > 0:11:24had been taken to pieces
0:11:24 > 0:11:27in what we felt was an unprofessional way
0:11:27 > 0:11:30and left in the neighbour's garden.
0:11:30 > 0:11:35Without digging out, they laid an inch and a half of concrete onto the soil
0:11:35 > 0:11:40and neither my husband or I have much building experience.
0:11:40 > 0:11:43We don't really know if that's the way to lay a patio
0:11:43 > 0:11:47but I remembered seeing a patio being laid at my parents' house
0:11:47 > 0:11:53and I just felt something should be going under the concrete between the concrete and the soil.
0:11:53 > 0:11:59So it was that, really, that initially raised an alarm bell.
0:11:59 > 0:12:02Paula and Richard were right to be worried.
0:12:02 > 0:12:03Their sheds had been trashed
0:12:03 > 0:12:06and now the concrete looked crazy too.
0:12:06 > 0:12:10Ironically, the builder had now gone on holiday himself.
0:12:10 > 0:12:14But when he came back on the job, the Ridleys asked him in to share their concerns.
0:12:15 > 0:12:18We were just asking for his reassurance
0:12:18 > 0:12:22that the work would be completed to the standard that had been agreed originally.
0:12:22 > 0:12:29But within a matter of seconds he just said he didn't want to complete the work
0:12:29 > 0:12:32and made his way to leave the property.
0:12:32 > 0:12:34He got very defensive.
0:12:34 > 0:12:38He walked straight back towards the front door
0:12:38 > 0:12:40and was going to call it a day,
0:12:40 > 0:12:45leaving us in an absolute state of shock.
0:12:45 > 0:12:48Out of the front door walked their builder,
0:12:48 > 0:12:51taking with him this young family's dreams of their garden
0:12:51 > 0:12:55and £2,500 of their hard-earned savings.
0:12:56 > 0:12:59We all work hard for our money
0:12:59 > 0:13:05and they do, bringing up the two kids. One at work in the day and one in the evenings.
0:13:05 > 0:13:07They do work hard for it
0:13:07 > 0:13:11and for somebody to come and take it, which is really what he did.
0:13:11 > 0:13:15£2,500 to some people probably isn't a great deal of money.
0:13:15 > 0:13:17But to us it was.
0:13:17 > 0:13:21It was money we'd earned and saved specifically
0:13:21 > 0:13:23to get the garden done.
0:13:23 > 0:13:25Every time you pick up your savings book
0:13:25 > 0:13:31and you see £2,500 and you look out the window and see that's what you got for your money.
0:13:31 > 0:13:35It's time for me to find out exactly what's happened.
0:13:35 > 0:13:38I'm going to look at the evidence for myself.
0:13:38 > 0:13:40- How are you, mate?- Good, thanks.
0:13:40 > 0:13:43Slightly different for us. You've got a garden grievance.
0:13:43 > 0:13:49- Something like that! - Can you show me?- Step this way. - Sun is shining, weather is sweet!
0:13:52 > 0:13:55- At least you know it's a sun trap, Richard.- It's lovely.
0:13:55 > 0:13:57- Sun's here nicely. - Yes. South-facing.
0:13:57 > 0:14:00- Gets it early morning, late afternoon.- OK.
0:14:00 > 0:14:05- That concrete pad at the end, was that already down?- That's one that he put down.- Ah.
0:14:05 > 0:14:07Let's take a look at that.
0:14:07 > 0:14:09OK.
0:14:09 > 0:14:14Have you done any inspections under there to see how deep that is?
0:14:14 > 0:14:18Yes, I shoved a shovel under there and lifted it.
0:14:18 > 0:14:20It's probably about that depth.
0:14:20 > 0:14:24- Is that all?- Yeah. It wasn't properly pummelled or flattened.
0:14:24 > 0:14:27It could be various depths all over.
0:14:27 > 0:14:30Did it have hardcore under it? Was it wacker plated? Was it prepped?
0:14:30 > 0:14:35No. The soil was scraped back and left in two mounds.
0:14:35 > 0:14:37Then the concrete was just poured on top of it.
0:14:37 > 0:14:41This area here, Rich. Who does that belong to?
0:14:41 > 0:14:43That's a neighbour's garden.
0:14:43 > 0:14:47- And they've left loads of debris? - That's our sheds.
0:14:47 > 0:14:51Why is your shed in your neighbour's garden?
0:14:51 > 0:14:55Uh, that is what... We did wonder that!
0:14:55 > 0:15:00What, he's just... Is it a waste shed or one you're going to use?
0:15:00 > 0:15:04It was going to be rebuilt and hopefully will be rebuilt.
0:15:04 > 0:15:08So he's taken it down and thrown it into the neighbour's garden.
0:15:08 > 0:15:10I love that! If I was your neighbour,
0:15:10 > 0:15:12I'd love your old shed in my garden!
0:15:12 > 0:15:17'Whatever Richard and Paula's dream was for their kids Sam and Rosie's play garden,
0:15:17 > 0:15:21'this is about as far from it as you can imagine.'
0:15:21 > 0:15:23- Have you got a plan you can show me? - I have, yes.
0:15:23 > 0:15:29We were going to have a patio there with a slight curve to make it more interesting.
0:15:29 > 0:15:33- Yes.- A border down the edge here.
0:15:33 > 0:15:38And then between the next base here where the sheds will remain
0:15:38 > 0:15:40we're having Astroturf.
0:15:40 > 0:15:45- So you're having synthetic grass. - Yes.- On the surface. OK.
0:15:45 > 0:15:49Easy maintenance. You don't have to get out on the ride-on!
0:15:49 > 0:15:50So.
0:15:50 > 0:15:53We've got... The plan is all here.
0:15:53 > 0:15:59Right. Why or how did it ever get left like this, I do not know!
0:15:59 > 0:16:02'Well, we've got the good guys ready and waiting
0:16:02 > 0:16:05'to put right this nice young couple's loss
0:16:05 > 0:16:07'and create the safe play area and grow garden
0:16:07 > 0:16:10'for five-year-old Sam and two-year-old Rosie.'
0:16:10 > 0:16:15What would you like us to do for you with the good guys?
0:16:16 > 0:16:22I'd love it if they could just reinterpret what we wanted to do a year ago.
0:16:22 > 0:16:26- Mmm.- That's all we would like. - Just make the garden safe for the children.
0:16:26 > 0:16:30- OK.- It's a secure garden, so we could have the door open
0:16:30 > 0:16:33and they could come and go as they please.
0:16:33 > 0:16:36Just be able to enjoy it this summer.
0:16:36 > 0:16:38It's my promise to you right now
0:16:38 > 0:16:40that we'll deliver that.
0:16:41 > 0:16:44OK. Does that make you happy?
0:16:44 > 0:16:46- Over the moon. - We'd be over the moon. Yes.
0:16:46 > 0:16:48- Amazed.- Over the moon.
0:16:48 > 0:16:50- And the kids will be.- Of course.
0:16:50 > 0:16:54- Great for the kids to play out there.- They'd be delighted.
0:16:54 > 0:16:59Our good guys have got to reclaim Richard and Paula's garden from their cowboy builder.
0:16:59 > 0:17:03We've got to break up this horrible concrete, remove the soil and rubbish,
0:17:03 > 0:17:07replace the fence, lay that lovely Indian stone patio
0:17:07 > 0:17:09and see if we can save the sheds.
0:17:09 > 0:17:15And of course, the special synthetic grass so the kids can enjoy playing on it all year round.
0:17:15 > 0:17:20These cowboys had hardly started before they packed up and got out of town.
0:17:20 > 0:17:22So it's high time we got the good guys in
0:17:22 > 0:17:26to clear up this mess and give the family their dream back.
0:17:33 > 0:17:39Coming up: how does the independent inspector rate the Ridleys' cowboy garden makeover?
0:17:39 > 0:17:43This is absolutely hideous. There's nothing good about this at all.
0:17:43 > 0:17:47We're staying in sunny Sussex now but nipping back to the Fowlers.
0:17:47 > 0:17:51That's where our guys are getting ready to install the wet room
0:17:51 > 0:17:56Jackie Fowler needs so desperately. She paid her builder half of the £4,000 quote
0:17:56 > 0:18:01to transform her old shower room to an easy-access wet room.
0:18:01 > 0:18:05But he left her with dangerous electrics, the wrong radiator, a leaky floor
0:18:05 > 0:18:08and wonky tiles.
0:18:08 > 0:18:13Before I bring in the good guys to give Jackie the wet room she desires,
0:18:13 > 0:18:17here's the independent building inspector's verdict on the cowboys' work.
0:18:17 > 0:18:22You've had an opportunity to look around. What have you found?
0:18:22 > 0:18:26- The workmanship does leave something to be desired.- As you look at it,
0:18:26 > 0:18:32anybody looking at it now would think, "Perfectly fine. Looks great."
0:18:32 > 0:18:35But on closer inspection, you found certain things wrong.
0:18:35 > 0:18:38I have some reservations about its use.
0:18:38 > 0:18:41There's a risk of water getting behind this waterproof membrane.
0:18:41 > 0:18:44Water could seep into the concrete floor
0:18:44 > 0:18:49and the whole ground floor and surrounding areas could become very wet in a very short time.
0:18:49 > 0:18:53What sort of mark out of ten would you give these guys?
0:18:53 > 0:18:54Marks out of ten. A-ha! Right.
0:18:54 > 0:18:59At a glance you'd think it's quite presentable and a decent installation.
0:18:59 > 0:19:04But on closer inspection I can see all the problems that could manifest themselves in a short time.
0:19:04 > 0:19:08I would give it - a generous rating would be about four out of ten.
0:19:08 > 0:19:10I think that figure is spot on.
0:19:10 > 0:19:15Four out of ten is a poor score for a job which cost a couple of grand.
0:19:15 > 0:19:18Our guys have got a hard few days' graft ahead.
0:19:18 > 0:19:20Nigel is running the job today
0:19:20 > 0:19:25and all the tiles have to come off before he can even get started on the floor.
0:19:25 > 0:19:28Tell us what your plan is to put that right.
0:19:28 > 0:19:33- The flooring's coming up. That's going to be latexed to a smooth finish.- Lovely.
0:19:33 > 0:19:38- Sounds nice.- Ensuring that all the joints are sealed properly.
0:19:38 > 0:19:40So it's all perfectly sealed up.
0:19:40 > 0:19:43And in terms of the lighting,
0:19:43 > 0:19:46- any plans for that?- The lighting has to come down.
0:19:46 > 0:19:49It doesn't meet regulations. It needs to be a sealed light.
0:19:49 > 0:19:52The ceiling will be plastered to a smooth finish.
0:19:52 > 0:19:55- That is the plan.- Yeah. - And you are the man.
0:19:55 > 0:20:01Nigel and his team are going to get stuck in to hacking off all the uneven tiles.
0:20:01 > 0:20:06I want to track back and discover why Jackie's deteriorating health
0:20:06 > 0:20:08means she desperately needs to make alterations
0:20:08 > 0:20:11to the home she's lived in for 15 years.
0:20:11 > 0:20:15When you first bought it, how were you health-wise?
0:20:15 > 0:20:19I was fighting fit, running around looking after three young children,
0:20:19 > 0:20:23one with cerebral palsy, so yes, I was fighting fit.
0:20:23 > 0:20:28When did you start to become unwell?
0:20:28 > 0:20:30It was seven years ago in February.
0:20:30 > 0:20:32No, eight years ago this February.
0:20:32 > 0:20:36I was just leaning over to plug in the hoover
0:20:36 > 0:20:39and my back collapsed on me.
0:20:39 > 0:20:40Completely.
0:20:40 > 0:20:44I've lost two discs in my spine,
0:20:44 > 0:20:49I've crushed nerves in my spine so my legs don't work properly.
0:20:49 > 0:20:54And since then, my hips have gone and my knees have gone.
0:20:54 > 0:20:58And it's, you know, after being fit and healthy,
0:20:58 > 0:21:02and all of a sudden just something simple like that,
0:21:02 > 0:21:05all of a sudden your whole life changes.
0:21:05 > 0:21:09- Yes.- And so does then the dynamic of the property
0:21:09 > 0:21:12and how you actually live in that property.
0:21:12 > 0:21:18I can't get in the bath. I can't raise my legs to climb into a bath.
0:21:18 > 0:21:21So I need the shower facilities.
0:21:21 > 0:21:26We're not rich, but we did scrimp and pull our belts in and managed to get enough money
0:21:26 > 0:21:29to get all the work done.
0:21:29 > 0:21:33I went onto a website which was meant to be reliable builders
0:21:33 > 0:21:39which have got all these reviews against their name.
0:21:39 > 0:21:41This one came through
0:21:41 > 0:21:44with ten stars and all this.
0:21:44 > 0:21:46I thought, "Why not go for it?"
0:21:46 > 0:21:49- Did they ask for money up front? - Yes.- Did you pay them?- Yes.- Why?
0:21:49 > 0:21:51We thought we had to.
0:21:52 > 0:21:54Follow my top tip.
0:21:54 > 0:21:56Never pay money in advance.
0:21:56 > 0:21:59Reputable builders have accounts with suppliers
0:21:59 > 0:22:02which they don't have to settle for at least 30 days.
0:22:02 > 0:22:06So they shouldn't be demanding your cash before they do the job.
0:22:06 > 0:22:08If you've paid before work commences,
0:22:08 > 0:22:11and then discover the work isn't up to scratch,
0:22:11 > 0:22:14you can find yourself stuck with the bad builder
0:22:14 > 0:22:16which is exactly what happened to Jackie.
0:22:17 > 0:22:20The tiling was just really appalling.
0:22:20 > 0:22:22We said we weren't happy with it.
0:22:22 > 0:22:29He said, "Don't worry. We'll do them again. We got so fed up with tiling yesterday, we put them on anyhow."
0:22:29 > 0:22:33Why would you put a tile on all skewiff, then to come back and do it again?
0:22:33 > 0:22:35I'll be perfectly honest with you.
0:22:35 > 0:22:38I'd have had them out the door on that day.
0:22:38 > 0:22:41They've got £2,000 of our money.
0:22:41 > 0:22:45So you do feel, "We'll lose two grand if I boot these guys off."
0:22:45 > 0:22:48- Yes.- They have you over a barrel.
0:22:48 > 0:22:50We were panicking at that stage.
0:22:50 > 0:22:52We were like, "What is going to happen?
0:22:52 > 0:22:57"If they're like that with tiling, how are they with plumbing works,
0:22:57 > 0:23:00"electric works?"
0:23:00 > 0:23:05But they were meant to be under the Federation of Electricians. Something like Nicec?
0:23:05 > 0:23:07It's N-I-C-E-I-C.
0:23:07 > 0:23:08Yeah.
0:23:08 > 0:23:14OK. Did you see the electrician's paperwork? Any documentation?
0:23:14 > 0:23:19It's only on the head of the actual invoice or contract I signed.
0:23:19 > 0:23:22- Yeah.- It's got their stamp.- Yeah.
0:23:23 > 0:23:27Sadly, Jackie's builders weren't registered electricians.
0:23:27 > 0:23:29Fortunately, our good guys are.
0:23:29 > 0:23:32We're replacing the skewiff tiles
0:23:32 > 0:23:35and making the shower and the electrics safe.
0:23:35 > 0:23:39- I take it the shower's off now? - We took the shower off and this is what we found.
0:23:39 > 0:23:42The earth bonding wire is not connected.
0:23:43 > 0:23:47- What, that was just stuck in the wall?- Just stuck in the wall.
0:23:48 > 0:23:50"Let's play let's pretend!"
0:23:50 > 0:23:53- Hmm.- They're playing "let's pretend" with people's lives!
0:23:53 > 0:23:57That was connected to the shower, but that bit was poked in the wall.
0:23:57 > 0:24:01- It wasn't connected or strapped? - No. No straps.- Wow!
0:24:01 > 0:24:04Earth bonding is an essential safety feature.
0:24:04 > 0:24:07In the event of an electrical short circuit,
0:24:07 > 0:24:09current is safely diverted to ground.
0:24:09 > 0:24:14Contact with non-earthed pipes could give a fatal shock.
0:24:14 > 0:24:17Jackie's rogue builder left her high and dry
0:24:17 > 0:24:19with no working wet room. So,
0:24:19 > 0:24:22given the chance, what would she say to her builder now?
0:24:22 > 0:24:27- Why did they claim to be on this... - Qualified.- ..qualified when they weren't?
0:24:27 > 0:24:36They swore to us that they were this NICEIC registered and regulated.
0:24:36 > 0:24:38Yet they weren't.
0:24:38 > 0:24:42OK. I want you to take that and dial away.
0:24:49 > 0:24:52RINGING TONE It's ringing!
0:24:52 > 0:24:53It's ringing!
0:25:00 > 0:25:02It's just ringing.
0:25:06 > 0:25:09'The person you are calling is unable to take your call.
0:25:09 > 0:25:12'Please leave your message after the tone.'
0:25:12 > 0:25:14Hello. My name is Jacqueline Fowler.
0:25:14 > 0:25:17Jackie left a message for her builder
0:25:17 > 0:25:20but unsurprisingly, he didn't call back.
0:25:20 > 0:25:25Coming up: I discover what happened when Jackie took her cowboy to court.
0:25:25 > 0:25:29I can't wait to see her reaction when we show her what the good guys can do.
0:25:29 > 0:25:31That's better, isn't it?
0:25:34 > 0:25:37We're back with the Ridleys, who wanted their builder
0:25:37 > 0:25:39to create them a garden oasis
0:25:39 > 0:25:43where their two children - Sam, five and Rosie, two -
0:25:43 > 0:25:45could play safely to their heart's content.
0:25:45 > 0:25:50But their builder left them with crazy concrete, demolished sheds and a broken fence
0:25:50 > 0:25:55before walking off the job with two grand of their hard-earned savings.
0:25:55 > 0:26:01We've had to deal with a little girl who got a ride-on toy for her birthday
0:26:01 > 0:26:07and hasn't been able to ride on it because she hasn't got a garden to go out and ride on it.
0:26:07 > 0:26:09Our good guys are standing by
0:26:09 > 0:26:13to create the safe garden Paula and Richard promised their children.
0:26:13 > 0:26:18But before we start, I want the verdict of independent surveyor Chris Snook,
0:26:18 > 0:26:20who's inspected the cowboys' work.
0:26:20 > 0:26:22The concrete has been dumped.
0:26:22 > 0:26:25- It's been thrown there. - Just thrown down.
0:26:25 > 0:26:27You can see, if you look at the line of the brickwork,
0:26:27 > 0:26:32it travels up by the whole height of a brick.
0:26:32 > 0:26:35- Yeah.- Now, this is the damp-proof course.
0:26:35 > 0:26:39Building regulations say that all finished surfaces
0:26:39 > 0:26:43have to be 150ml, or two brick courses,
0:26:43 > 0:26:45below DPC.
0:26:45 > 0:26:49So they've raised the concrete to the point you couldn't even lay slabs on there.
0:26:49 > 0:26:54- Yes, exactly.- So this is just absolutely hideous. There's nothing good about it at all.
0:26:54 > 0:26:59The independent inspector doesn't like the look of any of this crazy concrete.
0:26:59 > 0:27:04What I did earlier, I dug a little hole. This is what it's onto.
0:27:04 > 0:27:06It's pure clay.
0:27:06 > 0:27:09It'll bake like a brick in the summer
0:27:09 > 0:27:14- and go soggy during the winter. - Then you get movement, it'll rise and crack.
0:27:14 > 0:27:16- Yep.- Absolute waste of space.
0:27:16 > 0:27:20If you were to give this guy a mark out of ten, what would you give him?
0:27:20 > 0:27:22It's got to be one. And that's being generous!
0:27:22 > 0:27:26One out of ten is a shocking score. Fortunately,
0:27:26 > 0:27:30we've got some good guys waiting to get cracking on this bomb site
0:27:30 > 0:27:35and transform it into the oasis little Sam and Rosie deserve.
0:27:35 > 0:27:38We're going to rip up this crazy concrete, level the area,
0:27:38 > 0:27:41lay the patio and the special synthetic grass.
0:27:41 > 0:27:45And we're even going to try and rescue the demolished sheds.
0:27:46 > 0:27:50'The Ridleys found rave reviews for their builder via a website.
0:27:50 > 0:27:53'I want to find out why they put so much faith in comments
0:27:53 > 0:27:55'anyone could have written.'
0:27:55 > 0:27:59When you look on those particular websites, did you get that vibe?
0:27:59 > 0:28:01Absolutely.
0:28:01 > 0:28:04You feel that if they're on these websites
0:28:04 > 0:28:06that they're being policed.
0:28:06 > 0:28:10We took it for its word that it had been checked and would be reliable.
0:28:10 > 0:28:14They are "policed" by themselves. This is the thing.
0:28:14 > 0:28:19Follow my top tip when you're researching your builder on review websites.
0:28:19 > 0:28:22If you can easily leave a comment, so can the builder.
0:28:22 > 0:28:26You can be sure that he'll give himself a great review.
0:28:26 > 0:28:30Treat everything you read with great scepticism.
0:28:30 > 0:28:33So what happened when Richard and Paula asked their builder
0:28:33 > 0:28:36to explain the standard of his work?
0:28:36 > 0:28:40- Within seconds...- He was out the door.- Down the staircase.
0:28:40 > 0:28:43- He was rumbled, that's why. - And I was hot on his tail!
0:28:43 > 0:28:47I was trying to say to him, "It doesn't have to be like this.
0:28:47 > 0:28:49"You can continue with the work
0:28:49 > 0:28:56"but we need some reassurances that this is going to be finished to the standard that was agreed."
0:28:56 > 0:29:01He said, "No, that's it. I don't want to work for you any more."
0:29:01 > 0:29:07So I said, "What about the money we've given you? We've given you nearly £2,500."
0:29:07 > 0:29:11And he said, "That's probably about quits.
0:29:11 > 0:29:16- "Once we've done the labour and added it together..."- What?! - "I'm probably short."
0:29:16 > 0:29:22So at that point I asked him to bring any invoices for materials that he'd paid for.
0:29:22 > 0:29:25Strangely some of the materials were tools.
0:29:25 > 0:29:29Cos you need tools! If you're an experienced builder,
0:29:29 > 0:29:33or anybody that's doing any groundwork, you need tools!
0:29:33 > 0:29:37- We just asked for the remainder to be refunded to us.- Which was what?
0:29:37 > 0:29:41- It was £863.- Yes.
0:29:41 > 0:29:46To be honest, we wouldn't give him access to the property to retrieve any of his tools
0:29:46 > 0:29:49or his cement mixer in the back garden.
0:29:49 > 0:29:54We refused him access to retrieve them until the slabs had been delivered.
0:29:54 > 0:29:55Good call.
0:29:55 > 0:30:00It turned out the builder hadn't paid for the special stone slabs
0:30:00 > 0:30:02the Ridleys had paid him for.
0:30:02 > 0:30:04So they demanded he fetch them.
0:30:04 > 0:30:06That was when Paula's dad got called in.
0:30:06 > 0:30:08Probably the wrong thing to do,
0:30:08 > 0:30:10but I refused him access to his tools.
0:30:10 > 0:30:16And I said, "No, not until Richard and Paula get their money
0:30:16 > 0:30:18"that they've paid you."
0:30:18 > 0:30:25And he said, "Well, I'll phone the police, cos you can't hold my tools."
0:30:25 > 0:30:30Which he was right, I couldn't. I couldn't hold his tools.
0:30:30 > 0:30:34But through mediating with the police on the phone,
0:30:34 > 0:30:40it was agreed that the materials, or some of the materials, that Paula had paid for
0:30:40 > 0:30:42would be delivered.
0:30:42 > 0:30:48We're going to need those slabs soon because the work on the garden is coming on at great speed.
0:30:48 > 0:30:54Richard is leading this job today, and he's got grand plans for this garden oasis.
0:30:54 > 0:30:56Here he is, our gardening guru.
0:30:56 > 0:30:59So what is the plan to put it right?
0:30:59 > 0:31:01OK. Well, what we've got to do
0:31:01 > 0:31:04is straightaway break out this existing concrete base.
0:31:04 > 0:31:06Yes. That won't take long!
0:31:06 > 0:31:10- No, it won't.- It's rocking all over the world at the moment anyway!
0:31:10 > 0:31:13Then we'll bring in the sheds.
0:31:13 > 0:31:16Bring in the sheds. To be honest, I'm worried about that.
0:31:16 > 0:31:19What about the synthetic surface, the grass going down?
0:31:19 > 0:31:22- It's quite specialist. - It is. That's right.
0:31:22 > 0:31:27What we have to do is maintain a uniform level across this entire site.
0:31:27 > 0:31:31We don't want anywhere to become an area to puddle
0:31:31 > 0:31:34or of water to lay, especially not on the grass.
0:31:34 > 0:31:36While the good guys get on with the job,
0:31:36 > 0:31:40I want to get Paula's response to what her builder told us
0:31:40 > 0:31:43when we asked him why he'd left the job
0:31:43 > 0:31:46after taking so much money for doing so little work.
0:31:46 > 0:31:51"The initial £2,371.54 deposit was paid to me
0:31:51 > 0:31:54"six weeks before I started the work."
0:31:54 > 0:31:56Six weeks is a long time
0:31:56 > 0:31:58before he actually starts to work.
0:31:58 > 0:32:02"I had already used the money." Look what he used it on!
0:32:02 > 0:32:06"I had already used that money on other stuff", as he puts it.
0:32:06 > 0:32:11"For example, materials and money for the limited company
0:32:11 > 0:32:15"like the advertising costs. £800.
0:32:15 > 0:32:18"Four days' labour at £500 a day.
0:32:18 > 0:32:21"Skip hire at £161
0:32:21 > 0:32:24"and £422 a month van rental."
0:32:24 > 0:32:26Just unbelievable!
0:32:26 > 0:32:29"The garden looks messy. Concrete everywhere.
0:32:29 > 0:32:31"But we'd only just started.
0:32:31 > 0:32:35"Sometimes people don't understand part-finished work."
0:32:35 > 0:32:38There's nothing there that I wouldn't have expected
0:32:38 > 0:32:42because we've had it all in previous correspondence
0:32:42 > 0:32:45leading up to the small claims court hearing.
0:32:46 > 0:32:49Coming up, I'll find out exactly what did happen
0:32:49 > 0:32:52when the Ridleys took their builder to court
0:32:52 > 0:32:55and I can't wait to see the look on Sam and Rosie's faces
0:32:55 > 0:32:57when they see their new garden.
0:32:57 > 0:32:58It's amazing!
0:32:58 > 0:33:02- What do you think, Sam?- Great! - It's brilliant, isn't it?
0:33:04 > 0:33:09Back at the Fowlers, our good guys have almost finished creating the wet room
0:33:09 > 0:33:14that Jackie so desperately needs to cope with her mobility difficulties.
0:33:15 > 0:33:18Doctor! I need my surgical mask and gloves on!
0:33:18 > 0:33:21Tell you what, Nigel, blimey, what a difference!
0:33:21 > 0:33:25- Looks a bit better.- It really does. Absolutely fab.
0:33:25 > 0:33:28- I love the big tiles. - Much better. Less grout.
0:33:28 > 0:33:31I like that floor. It's a really nice colour.
0:33:31 > 0:33:37Lovely. It is nice. It's the proper anti-slip surface for a disabled shower room.
0:33:37 > 0:33:40We've got a light sensor to turn the light on and off.
0:33:40 > 0:33:45- OK. That is a passive infra-red detector.- Yes.
0:33:45 > 0:33:47- As soon as you walk in, the light comes on.- Yes.
0:33:47 > 0:33:50It stays on all the time you're in here. The movement.
0:33:50 > 0:33:52Yeah. Wow!
0:33:52 > 0:33:54- It is amazing. - Looks better, doesn't it?
0:33:54 > 0:33:59It is absolutely... Well, it's tile-tastic!
0:33:59 > 0:34:01Jackie took her builder to court
0:34:01 > 0:34:05to get back the £2,000 advance payment she'd made on her wet room.
0:34:05 > 0:34:10But the builder had dissolved the company, just as he threatened he would
0:34:10 > 0:34:11if she tried to sue him.
0:34:11 > 0:34:15Basically, as the judge says, we can't do nothing
0:34:15 > 0:34:20because we've got to sue the company which has been dissolved
0:34:20 > 0:34:22so we can't sue it,
0:34:22 > 0:34:25rather than the actual people involved.
0:34:25 > 0:34:28We can't sue the people, we've got to sue the company
0:34:28 > 0:34:31and the company's been dissolved so we can't sue them.
0:34:31 > 0:34:36Jackie may well need to make further alterations to her home in the future
0:34:36 > 0:34:38if her mobility declines any further.
0:34:38 > 0:34:41So what lessons has she learned from this episode?
0:34:41 > 0:34:44What would you do differently, Jackie?
0:34:44 > 0:34:49I would look actually at the associations.
0:34:49 > 0:34:53If I wanted an electrician I would go to an electrician association
0:34:53 > 0:34:55and see anybody who's on that list.
0:34:55 > 0:34:58Box ticked.
0:34:58 > 0:35:03I would actually check up on any references from the trader themselves.
0:35:03 > 0:35:09Ask for customer numbers and get somebody to go and check for me
0:35:09 > 0:35:12- whether the work was done. - Physically check.
0:35:13 > 0:35:15So follow my top tip.
0:35:15 > 0:35:18After you've visited the trader review website,
0:35:18 > 0:35:20go and actually visit the builder's work.
0:35:20 > 0:35:23If, like Jackie, you're struggling with mobility,
0:35:23 > 0:35:26ask someone you trust to go and look at it for you.
0:35:27 > 0:35:32Before we go further, can you remember what it was like in there before we arrived?
0:35:32 > 0:35:38Yep! The grout was still smeared all across the tiles. There was grout
0:35:38 > 0:35:40all over the floor!
0:35:40 > 0:35:42The floor didn't fit.
0:35:42 > 0:35:44The shower was a mess.
0:35:44 > 0:35:46It wasn't very nice!
0:35:46 > 0:35:49So, young Jackie,
0:35:49 > 0:35:52are you ready to see what we've done for you?
0:35:52 > 0:35:54- Yes!- Feast your eyes...
0:35:54 > 0:35:56on this!
0:35:56 > 0:35:58Little beauty.
0:35:59 > 0:36:00Ooh!
0:36:00 > 0:36:01Very nice!
0:36:01 > 0:36:04What do you think to that?
0:36:04 > 0:36:06That's better, isn't it?
0:36:08 > 0:36:11That is much, much better, Jackie, isn't it?
0:36:11 > 0:36:13That surface is beautiful as well.
0:36:13 > 0:36:17It's the way they've done all the tiling, it's square on.
0:36:17 > 0:36:19- Yep.- Fantastic ideas.
0:36:19 > 0:36:23What do you think to your... Remember what was there before?
0:36:23 > 0:36:26- The radiator?- Yep.- That looks much better, doesn't it?
0:36:26 > 0:36:30That looks gorgeous, yeah. That's a lot better.
0:36:31 > 0:36:33Short little cords!
0:36:33 > 0:36:36Short little cords, but there's a reason behind that.
0:36:36 > 0:36:40This little baby here is a passive infra-red detector.
0:36:40 > 0:36:45- OK.- What that does is, as you walk in to the shower,
0:36:45 > 0:36:47on comes the light.
0:36:47 > 0:36:51- Wow!- So you don't even have to pull that.
0:36:51 > 0:36:55Jackie's previous builders left her with skewiff tiles,
0:36:55 > 0:36:57the wrong kind of shower and radiator,
0:36:57 > 0:37:00horrible pipe work and an illegal light fitting.
0:37:00 > 0:37:04But our good guys have stripped everything back to basics,
0:37:04 > 0:37:07sealed the floor with specialist sparkly flooring
0:37:07 > 0:37:12and fitted bright new tiles, neat and flat with super-smooth grout.
0:37:12 > 0:37:16We've fitted a special disabled shower with extra-length hose
0:37:16 > 0:37:19and a practical and smart heated towel rail.
0:37:19 > 0:37:22The ceiling has been skimmed smooth to keep it clean.
0:37:22 > 0:37:26And to finish it off, we have movement-sensitive lighting.
0:37:26 > 0:37:28All the mod cons!
0:37:28 > 0:37:30Finally, Jackie has the wet room she needs
0:37:30 > 0:37:32to maintain her independence.
0:37:34 > 0:37:36Back at the Ridleys,
0:37:36 > 0:37:40Richard's team of good guys are finishing off the garden oasis
0:37:40 > 0:37:43which young Sam and Rosie are eagerly anticipating.
0:37:43 > 0:37:45One step at a time!
0:37:45 > 0:37:49I love that. We've got a step now rather than a long drop.
0:37:49 > 0:37:53Tell you what, Richard, it's looking absolutely fantastic.
0:37:53 > 0:37:55What is left to be done?
0:37:55 > 0:37:58OK. We've got to roll out the synthetic turf.
0:37:58 > 0:38:03- OK.- We've got to dress it with kiln-dried sand to weigh it down and keep it in place.
0:38:03 > 0:38:06- Yep.- Then we need to tidy up.
0:38:06 > 0:38:10How difficult will it be to lay that synthetic surface?
0:38:10 > 0:38:13It's something you obviously don't do a lot.
0:38:13 > 0:38:16- No.- You'd be putting the natural stuff down.- Right.
0:38:16 > 0:38:18In real terms, is it more difficult?
0:38:18 > 0:38:20It's just a different process, really.
0:38:20 > 0:38:25You haven't got the roots to grow into the ground and anchor it in place.
0:38:25 > 0:38:29So we have to anchor it with the kiln-dried sand to keep it in place.
0:38:29 > 0:38:32Instead of laying flush with the paving,
0:38:32 > 0:38:35as you would with turf, we're sinking it down a little bit
0:38:35 > 0:38:37so the edges don't get kicked up.
0:38:37 > 0:38:39I can't wait to show them what you've done!
0:38:39 > 0:38:43The Ridleys took their cowboy builder to court, too,
0:38:43 > 0:38:46hoping to get back the balance of their 2.5-grand deposit.
0:38:46 > 0:38:51They won their case, but they haven't seen a penny of their money.
0:38:51 > 0:38:53- It ended up in the small claims court.- Yeah.
0:38:53 > 0:38:58- Awarded then to you? - To us.- I'm guessing.- Yes.- Right.
0:38:58 > 0:39:03- To the tune of?- It was the £863.
0:39:03 > 0:39:06- Plus costs.- Plus costs. It was just over £1,000.
0:39:06 > 0:39:10OK. Where do you stand now at this stage with getting that money back?
0:39:10 > 0:39:13- We haven't seen that money.- No.
0:39:13 > 0:39:16We don't anticipate it's ever going to arrive.
0:39:18 > 0:39:23Here's a tip. Consumer Direct can advise you how to take your builder to court.
0:39:23 > 0:39:27But be wary. Even if you win, you may never get your money back.
0:39:27 > 0:39:30Both our families today took their builders to court
0:39:30 > 0:39:33and neither of them have seen a penny.
0:39:33 > 0:39:38In civil cases, the judge cannot force the cowboy to hand over the cash.
0:39:38 > 0:39:41We're hoping our good guys' hard work
0:39:41 > 0:39:44can finally put the Ridleys' garden grudge to rest.
0:39:44 > 0:39:49Just remind us what that garden was like before we arrived.
0:39:49 > 0:39:51Absolute bomb site.
0:39:51 > 0:39:55No grass, just rubble. Bad concrete.
0:39:55 > 0:39:57A big pile of sand.
0:39:57 > 0:40:01- Where were your sheds?- They were in the neighbour's garden! In pieces!
0:40:01 > 0:40:04In the neighbour's garden and in pieces!
0:40:04 > 0:40:07OK. Rosie, are you ready?
0:40:07 > 0:40:09- Shall we go and see the garden? - Ready?
0:40:09 > 0:40:12Big smile? Yeah!
0:40:12 > 0:40:15And what about you, Sam?
0:40:15 > 0:40:17- Ready?- Yeah.
0:40:17 > 0:40:19Is it a big thumbs up? Ready to go.
0:40:20 > 0:40:22Follow moi!
0:40:28 > 0:40:30OK. Come on.
0:40:30 > 0:40:31OK.
0:40:31 > 0:40:33Another one. Go on. Now step down.
0:40:33 > 0:40:36Let me just position you. Stay where you are, guys.
0:40:36 > 0:40:39OK. Mum, position yourself there.
0:40:39 > 0:40:41I'll just shut the door.
0:40:42 > 0:40:44Are you ready?
0:40:44 > 0:40:45- Yes.- OK.
0:40:45 > 0:40:47Open your eyes.
0:40:48 > 0:40:50Wow!
0:40:50 > 0:40:51Oh, my God!
0:40:51 > 0:40:54- Oh, wicked!- I can't believe it!
0:40:57 > 0:40:59Can you believe it?
0:40:59 > 0:41:01It looks amazing!
0:41:01 > 0:41:02What do you think, Sam?
0:41:02 > 0:41:04Great!
0:41:04 > 0:41:08Brilliant, isn't it? It's incredible! We love it!
0:41:08 > 0:41:10It's brilliant. Thank you so much.
0:41:10 > 0:41:15Listen, just to see your expression is fantastic.
0:41:15 > 0:41:19- Thank you.- Is it what you imagined it would be like?
0:41:19 > 0:41:23- More.- It's more than we imagined. It's amazing!- Yeah?
0:41:23 > 0:41:26- Love it!- The Ridleys builder left them with a bomb site,
0:41:26 > 0:41:29crazy concrete and demolished sheds.
0:41:29 > 0:41:32Too dangerous for the two little ones to even venture out.
0:41:32 > 0:41:36But our good guys have completely transformed this space
0:41:36 > 0:41:39into an oasis for Mum, Dad, Sam and Rosie.
0:41:39 > 0:41:41Miraculously, the sheds have been rescued
0:41:41 > 0:41:44and the beautiful Indian stone patio intricately laid.
0:41:44 > 0:41:47The new border has been planted
0:41:47 > 0:41:52and that year-round synthetic turf provides a fun and safe play surface.
0:41:52 > 0:41:55Sam can finally have his grow garden
0:41:55 > 0:41:58and Rosie can use her ride-on birthday toy.
0:41:58 > 0:42:02Get your trowel and push the soil back into the hole alongside it.
0:42:02 > 0:42:04Just gently.
0:42:04 > 0:42:06Nice and gently.
0:42:06 > 0:42:08How about that?
0:42:08 > 0:42:11That's got to be worth a high five!
0:42:11 > 0:42:13Well done!
0:42:13 > 0:42:14Well done!
0:42:14 > 0:42:17Now that is a cracking job.
0:42:17 > 0:42:19A true garden oasis.
0:42:19 > 0:42:23Isn't it wonderful to see Rosie and Sam playing in the garden for the first time?
0:42:23 > 0:42:28It just goes to show there are quality professionals out there.
0:42:28 > 0:42:32If you take my lead, you won't be falling into the cowboy trap!
0:42:33 > 0:42:38If you've had a problem with builders and would like to tell your story on Cowboy Trap,
0:42:38 > 0:42:41please call us on:
0:42:53 > 0:42:56Help us round up the cowboys!
0:43:21 > 0:43:24Subtitles by Red Bee Media Ltd