0:00:07 > 0:00:11Once again, I'm on the trail of cowboy builders.
0:00:11 > 0:00:14This time, I've come north of the border to Scotland,
0:00:14 > 0:00:17because there's no place in the UK that's immune
0:00:17 > 0:00:19to dodgy building work.
0:00:19 > 0:00:23It's never ever stopped dripping since the Saturday he left.
0:00:23 > 0:00:25Never ever.
0:00:25 > 0:00:28I'm out to show you how to put right the wrongs
0:00:28 > 0:00:30these cowboy builders have done.
0:00:30 > 0:00:33I was so sure the roof was going to come in,
0:00:33 > 0:00:36and I just stood and watched it. Couldn't do anything. I froze.
0:00:36 > 0:00:37You know, I'm still shocked,
0:00:37 > 0:00:40even after all this time of hunting down cowboy builders,
0:00:40 > 0:00:43just how easy it is for them to con people out
0:00:43 > 0:00:45of their hard-earned cash.
0:00:45 > 0:00:48It just shattered my life.
0:00:48 > 0:00:50I never really got what I wanted.
0:00:50 > 0:00:54Whether you're a native of the north or dwell down south,
0:00:54 > 0:00:56nowhere is safe from their cowboy clutches.
0:00:56 > 0:01:00I hope today that I can reveal some of the tricks of their trade,
0:01:00 > 0:01:02so you know what to look out for,
0:01:02 > 0:01:06and can avoid falling into the cowboy trap.
0:01:14 > 0:01:17I'm here in beautiful Craigo in the county of Angus,
0:01:17 > 0:01:20on the east coast of Scotland.
0:01:20 > 0:01:23And I'm here to help a local lass whose life has been blighted
0:01:23 > 0:01:24by a cowboy builder.
0:01:24 > 0:01:29This end of terrace former council house is home to mum of four,
0:01:29 > 0:01:34and grandmother of nine, Lorna Russell.
0:01:34 > 0:01:38Former nurse and care worker Lorna retired nine years ago,
0:01:38 > 0:01:42and now loves to spend her time gardening and doing crafts.
0:01:42 > 0:01:45Figurines and gnomes are her passion.
0:01:45 > 0:01:49It's always been a love of mine. I think I was good at it at school.
0:01:49 > 0:01:54I can use them either for indoor statues
0:01:54 > 0:01:58or outdoor garden statues or whatever.
0:01:58 > 0:02:01But I don't sell anything! I just give them away.
0:02:01 > 0:02:03I have the greatest of pleasure of giving them.
0:02:06 > 0:02:10Lorna has suffered with arthritis for over 30 years.
0:02:10 > 0:02:14As she gets older, managing the stairs is getting harder.
0:02:14 > 0:02:17So she thought it was a good idea to convert a timber extension
0:02:17 > 0:02:22she was using as a sitting room, into a downstairs bedroom.
0:02:22 > 0:02:26Because my arthritis in the wintertime was really bad,
0:02:26 > 0:02:30I decided to make it into a bedroom for me.
0:02:30 > 0:02:34And there as one other addition to Lorna's wish list.
0:02:34 > 0:02:38She wanted her new bedroom to have a bay window.
0:02:38 > 0:02:41It was always a dream of mine to have a bay window,
0:02:41 > 0:02:43because I had been, when I was younger,
0:02:43 > 0:02:46in somebody's house with my mother, visiting.
0:02:46 > 0:02:47And they had a bay window.
0:02:47 > 0:02:51And I remember I went on tippytoes,
0:02:51 > 0:02:54and we were looking out both sides of the window and having great fun.
0:02:54 > 0:02:58And I thought, "Oh, that's what I would like." That's what I wanted.
0:02:58 > 0:03:00In the autumn of 2008,
0:03:00 > 0:03:03Lorna was ready to go ahead with the work,
0:03:03 > 0:03:05and she felt she'd found the right builder.
0:03:05 > 0:03:08But to be honest, alarm bells should've been ringing
0:03:08 > 0:03:10right from the start.
0:03:10 > 0:03:12I thought, "I'll phone up a few builders."
0:03:12 > 0:03:15And I phoned up three.
0:03:16 > 0:03:22And, er...one phoned back to say that he couldn't manage, he was busy.
0:03:22 > 0:03:26Another one said it was too small a job.
0:03:26 > 0:03:31And the third one said he could do it the following weekend,
0:03:31 > 0:03:32so I chose him.
0:03:32 > 0:03:36Unfortunately, Lorna didn't do any further research
0:03:36 > 0:03:40on the builder she chose, and he was the only one she asked to quote for the job.
0:03:40 > 0:03:45He came over to have a look and see what was going on,
0:03:45 > 0:03:48and I asked him, "Could I possibly have, you know,
0:03:48 > 0:03:51"just a nice bay window? That's all I want."
0:03:51 > 0:03:55And he said, "Oh, that's no problem."
0:03:55 > 0:03:58And I said, "OK, when can you start?"
0:03:58 > 0:04:00And I knew I had the money saved up.
0:04:00 > 0:04:04He sent he could start in a couple of weeks or something like that, which he did.
0:04:05 > 0:04:10Lorna already had a timber potting shed built on the back of her home.
0:04:10 > 0:04:14It had previously been converted into a sitting room with doors
0:04:14 > 0:04:16connecting to the kitchen.
0:04:16 > 0:04:19Her new plan to change it into a bedroom with a bay window
0:04:19 > 0:04:24would mean extending the roof to cover the new window structure.
0:04:24 > 0:04:31The builder quoted £1,650, and wanted £800 upfront,
0:04:31 > 0:04:33with the rest on completion.
0:04:33 > 0:04:36This was Lorna's first mistake.
0:04:36 > 0:04:39The low price was attractive, but unrealistic.
0:04:39 > 0:04:41Take my advice -
0:04:44 > 0:04:48Only then can you get a realistic idea of the cost.
0:04:55 > 0:04:58Remember, you get what you pay for!
0:04:58 > 0:05:02Lorna accepted her builder's unrealistically low price,
0:05:02 > 0:05:04and work began soon after.
0:05:04 > 0:05:08he came over on a Saturday morning, he brought the wood
0:05:08 > 0:05:10and he just started building.
0:05:10 > 0:05:13He says, "How far do you want to go out?"
0:05:13 > 0:05:17And I said, "Oh, I'm not wanting to go out very far, like, you know?"
0:05:17 > 0:05:19So he just began working.
0:05:20 > 0:05:24Not long after work had started, Lorna had a sinking feeling
0:05:24 > 0:05:28that her dream bay window wasn't going according to plan.
0:05:28 > 0:05:31The truth is, it was going horribly wrong.
0:05:31 > 0:05:36The first thing I noticed when things were going wrong was one day
0:05:36 > 0:05:38I was at the foot of the garden, and I looked out
0:05:38 > 0:05:41and I saw this gaping hole.
0:05:41 > 0:05:46And he was trying to do something to the roof. He was scratching his head.
0:05:46 > 0:05:49He didn't know what to do, that's what I thought,
0:05:49 > 0:05:52and I just thought, "I have a cowboy builder here."
0:05:52 > 0:05:56Take my advice and avoid falling into the same trap.
0:06:06 > 0:06:10If in doubt, do this before continuing with the job.
0:06:10 > 0:06:14Lorna let her builder carry on with the job,
0:06:14 > 0:06:17but it wasn't long before his bad practice began to show.
0:06:19 > 0:06:21In the third week, there was water coming in,
0:06:21 > 0:06:24cos it had been raining.
0:06:24 > 0:06:29He came back to do some repairs to stop the water,
0:06:29 > 0:06:30but it never really stopped.
0:06:30 > 0:06:34Having already handed over half of the original quote,
0:06:34 > 0:06:38Lorna did the right thing by holding back the next payment,
0:06:38 > 0:06:41until the work was watertight.
0:06:41 > 0:06:43I didn't give him the money,
0:06:43 > 0:06:46and he was just not in a very good mood about it.
0:06:46 > 0:06:49I said, "You have to make it watertight for me.
0:06:49 > 0:06:50"It's still dripping with water."
0:06:50 > 0:06:54He says, "Well, if you ask me to come back and you don't pay me money,
0:06:54 > 0:06:57"I'm going to have to charge you more for this."
0:06:57 > 0:07:00He came back on the Monday to try and fix it,
0:07:00 > 0:07:04and he says that was the best he could do, and that was it.
0:07:04 > 0:07:05Left the site.
0:07:05 > 0:07:09Lorna sought advice, and was told not to give her blundering builder
0:07:09 > 0:07:13any more cash until he fixed the problem.
0:07:13 > 0:07:14But, not long after,
0:07:14 > 0:07:18Lorna's water worries gave her an even bigger sinking feeling.
0:07:18 > 0:07:23I just heard... It was like a scraping noise, and I looked,
0:07:23 > 0:07:24and it was like in slow motion.
0:07:24 > 0:07:30A long piece of paper came down with this huge piece of plasterboard,
0:07:30 > 0:07:36and then I saw the fibreglass stuff dripping onto the floor into a pile.
0:07:36 > 0:07:40And I was so sure the roof was going to come in.
0:07:40 > 0:07:42And I just stood and watched it.
0:07:42 > 0:07:44I couldn't do anything. I froze.
0:07:45 > 0:07:50Lorna's heartless builder refused to return and fix the faulty roof
0:07:50 > 0:07:52without being paid any more cash.
0:07:52 > 0:07:56She felt like the whole job was a washout.
0:07:56 > 0:08:00I was emptying it every day in the winter,
0:08:00 > 0:08:05when there was icicles inside, and there was ice on the floor.
0:08:05 > 0:08:08How could somebody do this and not repair their mess?
0:08:08 > 0:08:11By ruining her home,
0:08:11 > 0:08:15this tradesman had caused Lorna to become very depressed.
0:08:15 > 0:08:18She lost all motivation to do any of the things she truly loved.
0:08:18 > 0:08:22I gave up on the garden, I gave up on doing repairs
0:08:22 > 0:08:24and things like that.
0:08:24 > 0:08:26And my crafts...
0:08:26 > 0:08:28I couldn't go into the sheds.
0:08:28 > 0:08:31Getting worse by the day,
0:08:31 > 0:08:35Lorna's leaky roof has now loomed over her for almost three years.
0:08:36 > 0:08:40It's time to put a stop to this cowboy calamity.
0:08:40 > 0:08:43I'm here to find out what we can do to help Lorna
0:08:43 > 0:08:46and get her botched building work back on track.
0:08:46 > 0:08:47DOORBELL CHIMES
0:08:50 > 0:08:52Hello, you must be Lorna? How are you?
0:08:52 > 0:08:55Ooh, you're dragging me in! I like that! I like that!
0:08:55 > 0:08:58- How are you?- I'm so pleased to see you!- Really?
0:08:58 > 0:09:02- I'm going to hug you! - You want the hug already?!- I do!
0:09:02 > 0:09:05We'll have plenty of them! You'll have plenty of them...
0:09:05 > 0:09:06Do you want to come in?
0:09:06 > 0:09:09Well, yeah, please. It's a bit cold outside! If you don't mind!
0:09:09 > 0:09:12Just point me in the direction of where the bad news is.
0:09:12 > 0:09:16- Oh, right.- It's right through here. Excuse the mess here.- No, it's OK.
0:09:16 > 0:09:20That's where it's come from, all through there. Do you see it?
0:09:20 > 0:09:22Er, I see it, but...
0:09:22 > 0:09:25- It's not safe.- OK. - I just wanted you to see.
0:09:25 > 0:09:28- All right, well, you come back this way.- Yes.
0:09:28 > 0:09:30And I'll go and have a look.
0:09:30 > 0:09:33'Aww, Lorna's welcome has warmed the cockles of my heart!'
0:09:33 > 0:09:34Oh, no!
0:09:34 > 0:09:38'But all of a sudden, I have a sinking feeling.'
0:09:38 > 0:09:41You've got to be having a laugh!
0:09:43 > 0:09:46What on Earth has been going on?
0:09:47 > 0:09:51Whatever has been going on has been a complete disaster.
0:09:51 > 0:09:53Pure weight is forcing that down.
0:09:53 > 0:09:56These timbers are just no good now.
0:09:56 > 0:10:00When they dry out, they'll warp all over the place, they'll move.
0:10:00 > 0:10:03Look at all the spores and everything that's growing on this.
0:10:03 > 0:10:05Look at that!
0:10:05 > 0:10:08This whole thing's going to have to be stripped out.
0:10:08 > 0:10:11The timber is just so... Look at this!
0:10:11 > 0:10:13She's had to be living like this.
0:10:13 > 0:10:16This is just chipboard that's on the floor.
0:10:16 > 0:10:21Look. You'd go through that at any time.
0:10:21 > 0:10:26I don't like the idea of this at all. I mean, look at this pooling of water.
0:10:28 > 0:10:30Woah!
0:10:30 > 0:10:33I'm not liking that at all.
0:10:33 > 0:10:35We've got damp in these walls,
0:10:35 > 0:10:38and a socket there that I need to check whether that's live.
0:10:38 > 0:10:41If it's live, we need to isolate it straight away.
0:10:43 > 0:10:45Now for the outside.
0:10:45 > 0:10:50I need to uncover what's causing this rotten roof disaster.
0:10:57 > 0:11:01What the heck has been going on?!
0:11:01 > 0:11:05I've got to find out how long this has been up, for a start.
0:11:06 > 0:11:09There's a valley! There's a valley!
0:11:09 > 0:11:13This is raised too high for the actual flat roof itself.
0:11:13 > 0:11:17What I can see there, it's tilted up into a V, into a valley,
0:11:17 > 0:11:19and the water is all sitting in there.
0:11:19 > 0:11:25There's no proper gulley, no way of getting that water off the roof.
0:11:25 > 0:11:27Do you know why... It's found its way out,
0:11:27 > 0:11:30and that is through the actual ceiling,
0:11:30 > 0:11:32and caused so much damage.
0:11:32 > 0:11:38I don't think I have ever seen anything quite like this before.
0:11:38 > 0:11:42If that was designed to be a bay...
0:11:42 > 0:11:44OK, it's in a bay shape, I'll give him that.
0:11:44 > 0:11:47So, I'll tick the box, I'll give him one for that.
0:11:47 > 0:11:51These are six doors that could've been like a French door, um,
0:11:51 > 0:11:54and all he's done is battened them together.
0:11:54 > 0:11:57See this ridiculous batten, look.
0:11:57 > 0:12:01This is, like, to stop the doors opening, maybe.
0:12:01 > 0:12:05It's just awful! That is just awful! What is it about?
0:12:06 > 0:12:10Man! Confused is what I am.
0:12:12 > 0:12:17The work on this botched bay window beggars belief,
0:12:17 > 0:12:20and things aren't much better inside.
0:12:20 > 0:12:22You see where this tiling is, here?
0:12:22 > 0:12:26It's almost like a stone effect tiling, but it's blown off of here.
0:12:26 > 0:12:31There will be a couple of reasons. One is that the adhesive,
0:12:31 > 0:12:36it needs a bond on the timber, but above all else, it'll be because damp is coming through there
0:12:36 > 0:12:37and it's just blown it off.
0:12:37 > 0:12:39And if you're in the vicinity of that
0:12:39 > 0:12:43and it clocks you one on the napper, you're going to know about it!
0:12:45 > 0:12:48I really don't know what this befuddled builder was thinking.
0:12:48 > 0:12:51I'm hoping Lorna will be able to shed a little light
0:12:51 > 0:12:52on the situation.
0:12:52 > 0:12:55I've got to be honest with you, I do not want you going,
0:12:55 > 0:12:58as of today, as of this very minute...
0:12:58 > 0:13:01- See this threshold here?- Mm-hmm.
0:13:01 > 0:13:05- That's as far as I want you to go until this has been sorted out now. OK?- Yeah.
0:13:05 > 0:13:09It's a dangerous area here and it's unsafe.
0:13:09 > 0:13:11This room is in such a state,
0:13:11 > 0:13:15it's hard to see what Lorna actually wanted from it.
0:13:15 > 0:13:18I decided to make this into a bedroom for myself.
0:13:18 > 0:13:23- OK.- And I got the builder to come and have a look to see
0:13:23 > 0:13:25if I could have a nice bay window put in.
0:13:25 > 0:13:27And this is what I've got!
0:13:27 > 0:13:30It is in the shape of a bay, I'll give him that,
0:13:30 > 0:13:31but that's not a bay window.
0:13:31 > 0:13:34- That's just a series of doors put together.- Yeah.
0:13:34 > 0:13:38They're a series of doors you can get off the shelf at a DIY store.
0:13:39 > 0:13:43This builder's rotten choice left Lorna with a decaying disaster
0:13:43 > 0:13:45of a bay window.
0:13:45 > 0:13:48If you're DIY-ing and can't see the wood for the trees,
0:13:48 > 0:13:51then take my top tip.
0:13:52 > 0:13:54Get to a timber yard.
0:13:54 > 0:13:58They'll help you choose the wood that's good.
0:13:58 > 0:14:01It was obvious to all that the problem with the roof was
0:14:01 > 0:14:05her so-called builder extended it without putting in supports, roof supports.
0:14:05 > 0:14:07So that's why it collapsed.
0:14:07 > 0:14:09The thing I'm interested in is the bay window.
0:14:09 > 0:14:12It's what she dreamt of. She wanted a bay window making.
0:14:12 > 0:14:17So he decided to go and get a series of interior half-glazed doors,
0:14:17 > 0:14:19exactly the same as these.
0:14:19 > 0:14:22He was going to then design, and as I've tried to do here,
0:14:22 > 0:14:24create the bay.
0:14:24 > 0:14:27Problem was, of course, these were internal doors.
0:14:27 > 0:14:31Of course, with interior doors, they're a real lightweight construction.
0:14:31 > 0:14:33Exterior doors are made far more solidly.
0:14:33 > 0:14:35And, of course, from a security point of view,
0:14:35 > 0:14:38all these are plywood panels.
0:14:38 > 0:14:41A burglar or would-be burglar could just break into them a doddle.
0:14:41 > 0:14:44Just kick 'em in and they're in the house.
0:14:44 > 0:14:46Here is the top tip.
0:14:46 > 0:14:50If you want a bay window, get a bay window made specific,
0:14:50 > 0:14:52bespoke, for your property.
0:14:52 > 0:14:55These were just hopeless for the job.
0:14:56 > 0:15:00Back at Lorna's, I'm still trying to figure out what her cowboy builder's
0:15:00 > 0:15:02been up to.
0:15:02 > 0:15:03Cos he's had to do a bay,
0:15:03 > 0:15:07- then he's had to extend the actual roof itself.- Yes, mm-hmm.
0:15:07 > 0:15:11But what he's actually done is, rather than carry on the fall line
0:15:11 > 0:15:15so that you would reduce the height, it's gone like a V.
0:15:15 > 0:15:17That's right, like a pond on the top.
0:15:17 > 0:15:21- Correct. And that's what's carrying this water.- It never goes away!
0:15:21 > 0:15:25Well, it certainly doesn't, not when it's filling up rubbish buckets like that.
0:15:25 > 0:15:27There's gallons of water in there.
0:15:27 > 0:15:31I want to speak to somebody from the local council, building control,
0:15:31 > 0:15:36and find out what their actual regulation would be to cover this.
0:15:36 > 0:15:40And I'll get some insight and find out if he should've applied
0:15:40 > 0:15:43for building regs, because it is a living space.
0:15:43 > 0:15:46- You've changed it. It's just a change of use.- I know.
0:15:46 > 0:15:49It's changed from what would've been somewhere to grow your plants,
0:15:49 > 0:15:52to somewhere where somebody's going to sleep and live.
0:15:52 > 0:15:57Neither Lorna or her builder had applied for a building warrant.
0:15:57 > 0:16:00If you're planning a build, take my advice.
0:16:02 > 0:16:06Regulations vary across the UK, so you must check requirements
0:16:06 > 0:16:09with your local authority before starting any work.
0:16:17 > 0:16:20As I look around it, it's just in such a dangerous state,
0:16:20 > 0:16:23and when I say dangerous, just stay where you are,
0:16:23 > 0:16:25because I just want to show you what I mean here.
0:16:25 > 0:16:28For instance, you can see all these spores here,
0:16:28 > 0:16:31where the moisture's travelled along.
0:16:31 > 0:16:35If you'd got a trickle of water coming down
0:16:35 > 0:16:37and through the socket,
0:16:37 > 0:16:41and it makes a complete line through the socket
0:16:41 > 0:16:43into this patch of water here,
0:16:43 > 0:16:47unless you're wearing your wellies or any rubber soles,
0:16:47 > 0:16:51you've got yourself a new hairstyle at the very best.
0:16:51 > 0:16:54It is a conductor of electricity, water.
0:16:54 > 0:16:55They don't make good bedfellows,
0:16:55 > 0:16:58and you could've been in some real danger.
0:16:58 > 0:17:00One thing we do need to do is make sure it's isolated.
0:17:00 > 0:17:03This is a standard plug in tester and this will tell me
0:17:03 > 0:17:04a couple of things.
0:17:04 > 0:17:08First of all, that it's wired right and there's no short, but also -
0:17:08 > 0:17:12I'm just going to switch that on - it tells me that it's live.
0:17:12 > 0:17:15That socket is actually live.
0:17:15 > 0:17:20It's fine, in terms of the way it's been wired and its continuity,
0:17:20 > 0:17:25but it shouldn't be where there's water concerned,
0:17:25 > 0:17:26that's for sure.
0:17:26 > 0:17:29So, things like that worry the heck out of me.
0:17:29 > 0:17:34This has been like this for way too long and needs addressing, fast.
0:17:34 > 0:17:36We need to get it sorted quickly.
0:17:36 > 0:17:38So, for now, we're going to back off.
0:17:38 > 0:17:41I'm definitely going to seal this area off, and job's going to be...
0:17:41 > 0:17:44- Yeah, make it safe. - Yeah, make it safe. Definitely.
0:17:44 > 0:17:47Coming up, I call in building control
0:17:47 > 0:17:50to advise us on the best way forward, and hear their view
0:17:50 > 0:17:52of this shoddy job.
0:17:52 > 0:17:54There's nothing here that can be retained.
0:17:54 > 0:17:58There's nothing of any worthwhile merit in being left.
0:17:58 > 0:18:02And Lorna reveals the true depths of her despair.
0:18:02 > 0:18:04I've cried a lot. Buckets full, like that.
0:18:08 > 0:18:09For the last ten years,
0:18:09 > 0:18:13house-proud Lorna Russell has lived in her home in Craigo, Scotland.
0:18:13 > 0:18:18Lorna's dream since childhood has been to have a bay window.
0:18:18 > 0:18:21When arthritis made climbing the stairs difficult,
0:18:21 > 0:18:24she decided to add a bay to a former potting shed
0:18:24 > 0:18:27she was converting into a downstairs bedroom.
0:18:27 > 0:18:32Lorna was originally quoted £1,650 for the work,
0:18:32 > 0:18:35and shelled out £800 upfront.
0:18:35 > 0:18:38But she was left at risk when her badly built roof
0:18:38 > 0:18:41and ceiling caved in.
0:18:41 > 0:18:46For three years, she's lived with this depressing devastation.
0:18:46 > 0:18:49I want to hear her story of how things turned out like this.
0:18:49 > 0:18:53How did you, then, Lorna, go about finding your builder?
0:18:53 > 0:18:55Somebody who could do the job?
0:18:55 > 0:18:57Well, I tried three different builders.
0:18:57 > 0:18:59Well done.
0:18:59 > 0:19:04And the one that did the work, he was available at weekends only.
0:19:04 > 0:19:08So he's probably working for someone in the week,
0:19:08 > 0:19:12and he's saying to you, "I can do this as a sideline job...
0:19:12 > 0:19:13- Yeah.- "..on a weekend."
0:19:13 > 0:19:16- That's right.- Did that sort of sound any alarm bells to you then,
0:19:16 > 0:19:19or were you just happy that you'd got somebody to do it?
0:19:19 > 0:19:23I didn't find him to be dishonest with me.
0:19:23 > 0:19:25It wasn't my business anyway to know what he was doing.
0:19:25 > 0:19:28- Did he say how long it would take? - Three weekends.
0:19:28 > 0:19:30- Three weekends? - Three weekends, he'd do it.
0:19:30 > 0:19:33Were you happy with the way work started
0:19:33 > 0:19:35and what he was hoping to do for you?
0:19:35 > 0:19:40Sometimes he was standing scratching his head, worried about it, you know?
0:19:40 > 0:19:43I was looking, I would be sitting here and I would see him there,
0:19:43 > 0:19:44and I just thought to myself,
0:19:44 > 0:19:47"Gosh, there's something surely going wrong," you know?
0:19:47 > 0:19:52And I went down into the garden and I could see the sagging in the roof.
0:19:52 > 0:19:55So it seems that the work was already looking suspect.
0:19:55 > 0:19:58And when the bungling builder claimed he'd finished,
0:19:58 > 0:20:01what did Lorna make of her new window?
0:20:01 > 0:20:03Were you happy with the bay window?
0:20:03 > 0:20:06I mean, it's not really a bay window. It's a series of doors.
0:20:06 > 0:20:08No, I have to be honest.
0:20:08 > 0:20:14When I saw it, you know, completed, I was pleased with it.
0:20:14 > 0:20:18The new timber, I was going to stain it.
0:20:18 > 0:20:21- You liked it?- I did.
0:20:21 > 0:20:24New wood. And it was a shape like that
0:20:24 > 0:20:29but it wasn't as thick as this one here. That's what I noticed.
0:20:29 > 0:20:33By using interior doors to build the window,
0:20:33 > 0:20:36the room was never going to be warm or safe.
0:20:36 > 0:20:37But there was a bigger problem.
0:20:37 > 0:20:43The funny thing is, once it was up, it was leaking. I said that to him.
0:20:43 > 0:20:46I phoned him and asked him to come over.
0:20:46 > 0:20:50He came over and ripped off other stuff. It was thin as paper.
0:20:50 > 0:20:55- You mean the felt?- Yes.- He was ripping the roof felt off?- Yes. The water was still coming in.
0:20:55 > 0:20:57There was not a complete seal.
0:20:57 > 0:21:02He had this big bottle of gas that was sitting on the roof.
0:21:02 > 0:21:08I said, "Do you want something to stand on because the roof is sagging".
0:21:08 > 0:21:11He said, "No, no, it's going to be all right. I'll fix it.
0:21:11 > 0:21:16"If you have my money on Saturday, it will be all right. I'll be finished today, even."
0:21:16 > 0:21:21However, I didn't go for the money, it was just something I didn't do.
0:21:21 > 0:21:26There was a nagging doubt in the back of your mind
0:21:26 > 0:21:29that the job that this guy was doing was substandard.
0:21:29 > 0:21:35When did the first lot of roof fall off? The plasterboard panel?
0:21:35 > 0:21:40I was sitting here and I just thought I heard something.
0:21:40 > 0:21:41It was like a creaking noise.
0:21:41 > 0:21:44I looked out of the corner of my eye
0:21:44 > 0:21:47and saw this thing going slowly down on the floor.
0:21:47 > 0:21:50It was the plasterboard attached to the wallpaper.
0:21:50 > 0:21:54- It was hanging with the wallpaper? - Yes.
0:21:54 > 0:21:58A big piece and then all of a sudden, it started just to come down.
0:21:58 > 0:22:02- Did you phone your builder? - Oh yeah, regular.
0:22:02 > 0:22:07He said, if I paid the 850, he would replace it.
0:22:07 > 0:22:11But he said he would need more money to come back and repair it
0:22:11 > 0:22:14because he had tried to repair it.
0:22:14 > 0:22:17That's when I took professional advice.
0:22:17 > 0:22:22- What professional advice was that? - The first thing I did was go to CAB.
0:22:22 > 0:22:25- Citizen's Advice.- Yes. - They were very helpful.
0:22:25 > 0:22:28Getting advice is the best thing to do
0:22:28 > 0:22:32the moment you realise something isn't right.
0:22:32 > 0:22:33Here are my tips -
0:22:54 > 0:22:59Lorna took the expert advice and didn't hand over the remaining £850.
0:22:59 > 0:23:04But this didn't go down well with the builder and it seemed to aggravate his wife.
0:23:04 > 0:23:08His wife came up to the door and threatened me. She was worse.
0:23:08 > 0:23:12She threatened to come and pull it down because I hadn't paid the £850.
0:23:12 > 0:23:16So, you are having the confrontation at the door.
0:23:16 > 0:23:18- Did you feel really vulnerable, as well?- Yes.
0:23:18 > 0:23:21I was told not to speak to her if she came back.
0:23:21 > 0:23:25"Don't open the door, speak to her through the door and tell her to get off my property."
0:23:25 > 0:23:31She was told not to come back by CAB. It got stopped.
0:23:31 > 0:23:36I've cried a lot, buckets full, like that.
0:23:36 > 0:23:38It was just a dreadful time.
0:23:38 > 0:23:41Lorna's really suffered due to this botch job.
0:23:41 > 0:23:46Sadly, her bay window dream has been quashed by building control.
0:23:46 > 0:23:52Adding a deep window structure to the size of the existing room, is too big for building regulations.
0:23:52 > 0:23:57She's now had architect's plans drawn up for large panel windows instead.
0:23:57 > 0:23:59I want to find out how we can help.
0:23:59 > 0:24:02I want to put things right for you.
0:24:02 > 0:24:07Tell me what you would like us to do with that area.
0:24:07 > 0:24:11I want a bedroom, a single bed
0:24:11 > 0:24:17and because of building rules, I can't have a bay window.
0:24:17 > 0:24:21So, the architect has made it straight along to match.
0:24:21 > 0:24:24- OK, I'll take a look at those plans. - Yes.
0:24:24 > 0:24:29- I want you to stay away from it. I don't want you to take a look at it.- I won't.
0:24:29 > 0:24:33I want it to be a nice, big surprise when we show what we can do. How's that?
0:24:33 > 0:24:39- Brilliant.- All right?- Yes.- A nice smile on your face.- Thank you.
0:24:41 > 0:24:47There's no doubt that this job bears all the trademarks of a cowboy builder.
0:24:47 > 0:24:51I've invited along independent chartered surveyor, Keith Moir,
0:24:51 > 0:24:55to assess the work and I can't wait to see what he's got to say about it.
0:25:05 > 0:25:10You have had a look around, what sort of opinion have you got of the work that has been carried out?
0:25:10 > 0:25:14The joiner has created a bay window effect on the end here.
0:25:14 > 0:25:18But in doing so, he has removed the load-bearing element from the timber rafters
0:25:18 > 0:25:20which held up the roof.
0:25:20 > 0:25:25There has been a major deflection of the roof timbers
0:25:25 > 0:25:28which is allowing water ingress
0:25:28 > 0:25:32to take place within the ceiling of the house.
0:25:32 > 0:25:38For the work you've seen - I am talking about the additional bay window -
0:25:38 > 0:25:41what mark out of 10 would you give the guy that has carried it out?
0:25:41 > 0:25:44The work that has been carried out is fairly poor.
0:25:44 > 0:25:49It has resulted in the damage and the loss of support for the roof.
0:25:49 > 0:25:53So, it would be a 0 or a 1 out of 10.
0:25:53 > 0:25:57Keith, great to see you. Thanks very much for your input, it's invaluable to us.
0:25:57 > 0:26:02- Okay, Clive. I will let you carry on having a look. - Thank you.
0:26:03 > 0:26:05It really doesn't get much worse than this.
0:26:05 > 0:26:08I am going to declare this area a definite no-go zone.
0:26:08 > 0:26:14I'm taping the area off and I think it's time to call in the good guys.
0:26:15 > 0:26:18Head builder Vic is coming along today to look at the job
0:26:18 > 0:26:23so we can decide on a plan of action.
0:26:24 > 0:26:28- Hey, you must be Vic. - Pleased to see you, Clive.
0:26:28 > 0:26:30Mate, we're so glad that the good guys are in town.
0:26:30 > 0:26:35Normally, we have to peel back the layers of cowboy builders
0:26:35 > 0:26:39but there are no layers to peel back this time. We can see it all for ourselves.
0:26:39 > 0:26:45What I want to know from you is, because this has been such a state for a while,
0:26:45 > 0:26:49what sort of plan have you got to put it right?
0:26:49 > 0:26:52I think the only plan is to totally demolish it.
0:26:52 > 0:26:56I think the only course of action is to take the roof off,
0:26:56 > 0:26:57take it away from here,
0:26:57 > 0:26:59put in a new foundation and start again.
0:26:59 > 0:27:02What is it going to entail? What materials are we using
0:27:02 > 0:27:04and what sort of things will we be doing?
0:27:04 > 0:27:07We'll dig out a new foundation, find out what's underneath here,
0:27:07 > 0:27:12build a foundation, then we'll joist it, suspend insulation,
0:27:12 > 0:27:17put up the timber frame, put on the roof.
0:27:17 > 0:27:21And then we'll put in the windows again, the blockwork cladding,
0:27:21 > 0:27:26the timber frame with rough cast, decoration and that's it.
0:27:26 > 0:27:30Great, she has been so down for such a long time on this.
0:27:30 > 0:27:36So, bringing in the good guys is going to make sure that she's going to be chuffed, I know it.
0:27:36 > 0:27:38I can sense it already.
0:27:38 > 0:27:43I've also called in local building standard officer Mike
0:27:43 > 0:27:48to guide us on the rules and regulations going forward.
0:27:48 > 0:27:53- Ah, tell you what, I thought so, is this Mike?- Yeah.- Come in, Mike.
0:27:53 > 0:27:55Come and join us.
0:27:55 > 0:27:59You're a building controller, building standards officer.
0:27:59 > 0:28:04- You know the history of this story. - Yes.- Does it look any different from the last time you came?
0:28:04 > 0:28:06It looks slightly worse. A good bit worse in fact.
0:28:06 > 0:28:09We had concerns about the structure,
0:28:09 > 0:28:12they have been proved to be true now.
0:28:12 > 0:28:16Obviously, it was originally a place for growing plants and flowers.
0:28:16 > 0:28:21Did the builder apply for a change of use? Can you remember if he did?
0:28:21 > 0:28:25No. That's never happened. I think that is where all the problems have started.
0:28:25 > 0:28:29If he'd applied for permission and got permission, because the building standards is pre-emptive.
0:28:29 > 0:28:33You get your paperwork sorted out first and then you carry out a construction.
0:28:33 > 0:28:35This is where it has fallen down.
0:28:35 > 0:28:38- This is where you issue the build warrant?- Correct.
0:28:38 > 0:28:42It is interesting because she wanted a bay window.
0:28:42 > 0:28:45But it's the structure of it that is just ridiculous.
0:28:45 > 0:28:50That is where our initial concerns were. They have proven to be true.
0:28:50 > 0:28:54The building doesn't have a lot of structural integrity at all.
0:28:54 > 0:28:58From what we can see, you are better starting again. There's nothing that can be retained.
0:28:58 > 0:29:02Thanks again, Vic, and thanks Mike for coming in. Cheers.
0:29:04 > 0:29:09Later, I tried to get some answers from this elusive cowboy.
0:29:09 > 0:29:13What do you think you did well on the extension?
0:29:13 > 0:29:18Because I will be honest with you, I couldn't find anything that was right.
0:29:18 > 0:29:21And I can't wait to see the look on Lorna's face
0:29:21 > 0:29:24when she sees her new bedroom.
0:29:24 > 0:29:26I think I'm going to faint.
0:29:29 > 0:29:32In Craigo, Angus,
0:29:32 > 0:29:36Lorna Russell's bay window dream lies in tatters.
0:29:36 > 0:29:39Her callous cowboy took £800
0:29:39 > 0:29:43but left with a leaking roof and dangerous electrics.
0:29:45 > 0:29:50Armed with a building warrant, the good guys have been going full steam ahead
0:29:50 > 0:29:55to turn Lorna's dream back to reality.
0:29:55 > 0:29:59While they crack on with the job, I want to take the cowboy builder to task
0:29:59 > 0:30:03for the botched work he carried out in the first place.
0:30:03 > 0:30:06Not to mention the misery it has caused poor Lorna.
0:30:06 > 0:30:10She's had to face the disappointment of the original job,
0:30:10 > 0:30:12has been threatened by the builder's wife
0:30:12 > 0:30:16and been living with the consequences for the past three years.
0:30:16 > 0:30:20I am going to speak to him on the phone, hopefully, if he answers his phone
0:30:20 > 0:30:23and I'd like to pitch a couple of questions at him.
0:30:23 > 0:30:25But I would like a couple from you too.
0:30:25 > 0:30:29If you could think of a couple of questions.
0:30:29 > 0:30:34Just, why didn't you come back and try again?
0:30:34 > 0:30:38That is what you do isn't it? If you make a mistake, you correct it.
0:30:38 > 0:30:40But, he just seemed to give up.
0:30:40 > 0:30:42We have got to give him a right of reply.
0:30:42 > 0:30:44Let's hope he answers the phone.
0:30:44 > 0:30:47I'll pitch a couple of those questions to him.
0:30:47 > 0:30:49I've got a few questions of my own.
0:30:49 > 0:30:52- Are you ready?- Yeah.
0:30:52 > 0:30:55But I can't ask any questions if he won't answer the phone.
0:30:55 > 0:30:59Cowboy builders are notorious for avoiding phone calls.
0:30:59 > 0:31:02I've got an answerphone.
0:31:02 > 0:31:07Hello, it's Clive Holland here from BBC's Cowboy Trap.
0:31:07 > 0:31:10I am with Lorna, lovely Lorna in Craigo.
0:31:10 > 0:31:14We have got a few questions that we would like to ask you.
0:31:14 > 0:31:20The first one is from Lorna, really. Why didn't you come back?
0:31:20 > 0:31:24She was giving you the opportunity to come back and complete the work.
0:31:24 > 0:31:29From my point of view, I have got umpteen questions to ask.
0:31:29 > 0:31:35One is, what do you think you did well on the extension?
0:31:35 > 0:31:40Cos I will be honest with you, I couldn't find anything that was right.
0:31:40 > 0:31:45You left this poor woman in a real dangerous situation.
0:31:45 > 0:31:49We await your call. Thanks a lot. Bye-bye.
0:31:49 > 0:31:52'I am disappointed to only get the builder's answering machine
0:31:52 > 0:31:56'but I do have a solicitor's response to discuss with Lorna.'
0:31:56 > 0:31:59His lawyer has been in touch with our production team.
0:31:59 > 0:32:04Obviously, as they usually do, they are denying everything.
0:32:04 > 0:32:06What he is saying is,
0:32:06 > 0:32:10there wasn't enough money to get the job done right.
0:32:10 > 0:32:16- I don't understand that. - He quoted, didn't he?- Yes.
0:32:16 > 0:32:22The original quote was £1,650.
0:32:22 > 0:32:25And you paid him £800 upfront, am I right?
0:32:25 > 0:32:30He never mentioned anything about extra money
0:32:30 > 0:32:34or the job was too big. He didn't think it was a problem.
0:32:34 > 0:32:37He gave me a price and said he would see to everything.
0:32:37 > 0:32:41For me, for him to be coming back
0:32:41 > 0:32:44and say there wasn't enough money in the pot.
0:32:44 > 0:32:48I'm sorry, but if you were quoted that price to do the job properly,
0:32:48 > 0:32:53and within the regulations, then get the job done right.
0:32:53 > 0:32:55Thanks for sitting with us.
0:32:55 > 0:32:57Hopefully he'll get back to us in the future.
0:32:57 > 0:33:01We've just got to hope and pray that everybody that's watching today
0:33:01 > 0:33:04does their research thoroughly and they won't fall
0:33:04 > 0:33:07into the same trap as you and many people like you.
0:33:07 > 0:33:12I thought I was clever enough but unfortunately for me, I wasn't.
0:33:12 > 0:33:16'While Lorna deals with the upset of the builder's claims,'
0:33:16 > 0:33:18the good guys are finding a solution
0:33:18 > 0:33:21to the problems caused by his shoddy work.
0:33:23 > 0:33:28With new walls, a watertight roof and double glazed windows,
0:33:28 > 0:33:33Lorna's dream of a downstairs bedroom is within reach.
0:33:33 > 0:33:35I can't wait to see inside.
0:33:38 > 0:33:41It's nice to be back at lovely Lorna's.
0:33:41 > 0:33:45I know the work is just off to my right.
0:33:45 > 0:33:48I daren't have a look, I don't know why.
0:33:48 > 0:33:51I know our good guys always make it good but here goes,
0:33:51 > 0:33:55- because it was such a mess. - HE LAUGHS
0:33:55 > 0:33:58Now that's what I'm talking about! Come on!
0:33:59 > 0:34:01LAUGHS
0:34:01 > 0:34:05What a difference! I can't believe it!
0:34:05 > 0:34:09The last time I was in here, the roof was falling in,
0:34:09 > 0:34:14there was water everywhere and the thing was just falling to pieces.
0:34:14 > 0:34:16I mean it just...
0:34:16 > 0:34:20It is just a completely different room altogether.
0:34:20 > 0:34:22No bay, we've got no bay.
0:34:22 > 0:34:24I know Lorna wanted a bay.
0:34:24 > 0:34:26Those windows look great!
0:34:26 > 0:34:28Oh, I know she's going to be chuffed with this.
0:34:28 > 0:34:31I think we'd better go have a look outside.
0:34:32 > 0:34:36Oh, now that's a surprise.
0:34:36 > 0:34:37Now that is a surprise.
0:34:37 > 0:34:39In here before, if you remember,
0:34:39 > 0:34:43we've got the windows that were looking through
0:34:43 > 0:34:45and there was all those big tiles on here.
0:34:45 > 0:34:48That had been falling off and was really dangerous.
0:34:48 > 0:34:52That is a lovely finish. That is a fantastic finish.
0:34:52 > 0:34:54It just makes a whole world of difference.
0:34:54 > 0:34:57Not only has it affected the main bedroom
0:34:57 > 0:35:00but it's now affected this conservatory.
0:35:00 > 0:35:03It's given this wall a real good finish.
0:35:03 > 0:35:05It's added to it.
0:35:07 > 0:35:10Straightaway!
0:35:10 > 0:35:15I remember before we had slabs down here that were all broken.
0:35:15 > 0:35:17Obviously, the guys have taken that up
0:35:17 > 0:35:19and put some decorative stone down.
0:35:19 > 0:35:22That was not in the remit, by the way, for Vic and his boys.
0:35:22 > 0:35:24It's just a world of difference.
0:35:24 > 0:35:28That looks amazing and it's got a sort of reflection
0:35:28 > 0:35:31to the original conservatory as well, in terms of the timber.
0:35:31 > 0:35:34Fantastic roof on it and look at this,
0:35:34 > 0:35:36we've got a two-coat render going on here.
0:35:36 > 0:35:38Here in Scotland this is called harling.
0:35:38 > 0:35:44It's a stone finished render. That looks amazing. It really does.
0:35:45 > 0:35:47That's incredible.
0:35:47 > 0:35:50You know, it's times like these it just makes your heart sing,
0:35:50 > 0:35:53that the good guys are out there.
0:35:53 > 0:35:58As I look at that, it reminds me almost like a Scottish salmon
0:35:58 > 0:36:04rising up in the air, heading the ball, back of the net!
0:36:04 > 0:36:06I can't wait to show Lorna.
0:36:06 > 0:36:12But before I do, there's one guy who deserves a big pat on the back.
0:36:12 > 0:36:16- You builders have to do all the titivation as well.- Oh, yes.
0:36:16 > 0:36:18What an amazing difference!
0:36:18 > 0:36:20I mean, a few weeks ago,
0:36:20 > 0:36:22this was nothing more than a broken down shed.
0:36:22 > 0:36:24That's all it was. Aye.
0:36:24 > 0:36:28What were the things that were the main problem with the take-down?
0:36:28 > 0:36:33We took it down in a day and then we just had to dig everything out
0:36:33 > 0:36:37and get down to the hard foundation and start again.
0:36:37 > 0:36:39It wasn't too difficult to come down.
0:36:39 > 0:36:43The electrics were really dodgy and now everything is looking great
0:36:43 > 0:36:46so you've had the electricians in to sort that out.
0:36:46 > 0:36:49You've sorted out the roof as well. It looks a fantastic job.
0:36:49 > 0:36:51I'm proud of it anyway, Vic. That's for sure.
0:36:51 > 0:36:56- We will be as well.- Thanks, Vic. Great to meet you.- Nae bother.
0:36:56 > 0:36:58That just leaves one job for me to do.
0:36:59 > 0:37:02Lorna, this is the bit that I love
0:37:02 > 0:37:06because the good guys have been in and done their work.
0:37:06 > 0:37:09I've seen it and I'm suitably excited. How are you feeling?
0:37:09 > 0:37:13- Very excited.- Very excited. - Yeah. Absolutely.
0:37:13 > 0:37:15What are you hoping for now?
0:37:15 > 0:37:18What are you hoping to see round the corner?
0:37:18 > 0:37:21That I've got my dream, and that's my bedroom.
0:37:21 > 0:37:26I hope we can make that dream come true. I really do.
0:37:26 > 0:37:29So take my hand, missus. Shall we go?
0:37:29 > 0:37:32- Yeah, sure.- Come on. Follow me.
0:37:32 > 0:37:35This is a totally different world.
0:37:40 > 0:37:45- What do you think?- Fantastic. It really is. I love the colour.
0:37:45 > 0:37:47So chuffed!
0:37:47 > 0:37:51- My friends will be jealous! - Will they?- Yeah!
0:37:51 > 0:37:54And the neighbours will be coming in.
0:37:54 > 0:37:57Look at my trees, still kept.
0:37:58 > 0:38:01I heard a lot of dust and I heard the saw going
0:38:01 > 0:38:04and it was this he must have been cutting.
0:38:04 > 0:38:07It must've been. He's re-dressed this whole outside.
0:38:07 > 0:38:10- It looks so much better, doesn't it?- Oh, doesn't it.
0:38:10 > 0:38:13Now we've got to have a look what it looks like on the inside
0:38:13 > 0:38:16and I hope you're going to be happy with what we've
0:38:16 > 0:38:20- done on the inside because well, let me just show you.- Yeah.
0:38:20 > 0:38:22After you.
0:38:22 > 0:38:26My gosh! Look at that!
0:38:26 > 0:38:30- Do you remember before, that had your windows in?- It did!
0:38:30 > 0:38:32And it had tiles that were falling off the wall.
0:38:32 > 0:38:35The only thing is now you can't see into that particular room
0:38:35 > 0:38:37but I don't suppose you mind, do you?
0:38:37 > 0:38:41- Not at all. No, no.- Now for the big one. Shall we go and see your room?
0:38:41 > 0:38:43- Yeah.- Carry on.
0:38:43 > 0:38:46SHE GIGGLES This is great!
0:38:48 > 0:38:51Wow!
0:38:51 > 0:38:56- Oh, my bed will go there. - The bed's here, the bed's here.
0:38:56 > 0:39:01My French dresser is going here and my chest of drawers is going there.
0:39:01 > 0:39:03Isn't that something. SHE SNIFFS
0:39:03 > 0:39:05- Hey.- Oh, boy.
0:39:06 > 0:39:08I think I'm going to faint!
0:39:08 > 0:39:13HE GIGGLES Oh, thank you, Clive.
0:39:13 > 0:39:17What do you think about this? You've got a new floor.
0:39:17 > 0:39:21- Roof.- Roof. Walls.
0:39:21 > 0:39:24- I know.- Now, you haven't got the bay that you originally wanted.
0:39:24 > 0:39:27No. But I like that. I do.
0:39:27 > 0:39:31The cactus will hang lovely there.
0:39:31 > 0:39:33And look at my look-out as well.
0:39:33 > 0:39:35- That is beautiful. - Still see the garden.
0:39:35 > 0:39:40When I think about the little potting shed I was so proud of,
0:39:40 > 0:39:45and loved, and made plants and it's come to this, finally.
0:39:45 > 0:39:49- It's just... Well, you know. - Is this your dream?
0:39:49 > 0:39:51It is.
0:39:51 > 0:39:54In terms of getting your life back on track and,
0:39:54 > 0:39:57and feeling much better, does this help?
0:39:57 > 0:40:02Absolutely. There's nobody else getting this room. It's my room.
0:40:02 > 0:40:07I'll never stop sleeping in here, probably never come out of it!
0:40:07 > 0:40:10Somewhere where you're really up there on the chuffometer.
0:40:10 > 0:40:13- The very top. - The very top of the chuffometer.
0:40:13 > 0:40:15No wonder. What a difference!
0:40:15 > 0:40:19Lorna's bedroom dream was a dripping disaster zone
0:40:19 > 0:40:23but we transformed it into a watertight room with a view.
0:40:25 > 0:40:27And to top it all off,
0:40:27 > 0:40:30Mike Miller from the local building standards office
0:40:30 > 0:40:33has returned with an all-important legal document
0:40:33 > 0:40:36that will be the cherry on top.
0:40:36 > 0:40:40Mike, are you there? Will you just come in for a sec?
0:40:41 > 0:40:43We've got one happy lady, here.
0:40:43 > 0:40:46Just tell us what exactly the plan is now in terms
0:40:46 > 0:40:50of getting the documentation so that Lorna can sign?
0:40:50 > 0:40:53What you've got to do is fill out this actual completion certificate.
0:40:53 > 0:40:56You submit that to us to say that as far as you're aware,
0:40:56 > 0:41:00the works have been completed in accordance with the approved plans.
0:41:00 > 0:41:06- I'll agree with that. So excited I'm shaking. Yeah!- Congratulations.
0:41:07 > 0:41:09I'm going to now depart.
0:41:09 > 0:41:12Before you go, could you let me go and do one thing? Would you mind?
0:41:12 > 0:41:15- You want to do one thing. OK. - I want to do one thing.
0:41:15 > 0:41:17- You want to do one thing. - I'll just be a minute.
0:41:17 > 0:41:20- I'll come back in a minute. - I'm worried, now, Mike.
0:41:22 > 0:41:26So, thanks. This is a really happy day.
0:41:26 > 0:41:28I'm, I'm sorry you're going!
0:41:28 > 0:41:32- You're sorry I'm going! I'll stick around for a bit then, eh?- Look.
0:41:32 > 0:41:35Put the kettle on, eh? Oh! Hey, I'll tell you what...
0:41:35 > 0:41:39- I've been in the shed.- He's slimmer than me!- And me!
0:41:39 > 0:41:41Slimmer than me.
0:41:41 > 0:41:44- It's got Clive on there. - Do you like it?
0:41:44 > 0:41:47Do I like it? I love it!
0:41:47 > 0:41:50- I'm loving it. I'm loving that. Thank you.- You're welcome.
0:41:50 > 0:41:53I'll leave you to it. I'll leave you to have a look around.
0:41:53 > 0:41:57- It's been a real pleasure. - Thank you so much.- You take care.
0:41:57 > 0:41:59Safe journey. Thank you, Lorna.
0:42:00 > 0:42:02Aw, there's no place like GNOME.
0:42:02 > 0:42:07At last, Lorna's dream of a downstairs bedroom is a reality.
0:42:09 > 0:42:12Really chuffed that Lorna
0:42:12 > 0:42:14has got the bedroom she always dreamed of and hopefully,
0:42:14 > 0:42:18she can put her bad builder experience behind her.
0:42:18 > 0:42:21Remember, always do your research on your builder,
0:42:21 > 0:42:25otherwise you're going to end up in exactly the same situation.
0:42:25 > 0:42:29But I also have a message for all cowboy builders out there.
0:42:29 > 0:42:31Look out, because we're on your trail.
0:42:31 > 0:42:34If you've had a problem with builders
0:42:34 > 0:42:37and you would like to tell your story on Cowboy Trap,
0:42:37 > 0:42:39please call us.
0:42:51 > 0:42:53Help us round up the cowboys.
0:43:18 > 0:43:20Subtitles by Red Bee Media Ltd