0:00:08 > 0:00:11I'm on the trail of those cowboy builders who take your money,
0:00:11 > 0:00:15but fail to do the job, leaving you with all the heartache
0:00:15 > 0:00:16and to clear up the mess.
0:00:16 > 0:00:20We had no wall up in the bathroom. You could see the stars.
0:00:20 > 0:00:24When you were talking about minus eight degrees in November,
0:00:24 > 0:00:28you could see your own breath, let alone the steam from the hot water.
0:00:28 > 0:00:34I've come across some really dodgy builders in my time and it's such a pity that these bad apples
0:00:34 > 0:00:38give the rest of the profession a bad name.
0:00:38 > 0:00:43You can't worry about curtains if you haven't got drains or if you haven't got a roof.
0:00:44 > 0:00:48Today, I hope I can give some help to an unfortunate homeowner
0:00:48 > 0:00:52who's been left in the lurch by a cowboy builder.
0:00:52 > 0:00:57It will never be finished. We're always going to live in squalor.
0:00:57 > 0:01:04Along the way, I'll be giving you some tips on how you can avoid falling into the Cowboy Trap.
0:01:13 > 0:01:18Today, Cowboy Trap has come to the London borough of Greenwich,
0:01:18 > 0:01:23home to the Greenwich Meridian, Greenwich Mean Time and the Royal Observatory.
0:01:23 > 0:01:27This area has a proud maritime tradition and was the birthplace
0:01:27 > 0:01:29of two of our greatest monarchs -
0:01:29 > 0:01:33Henry VIII and his daughter Elizabeth I.
0:01:33 > 0:01:37Greenwich is a picturesque and very popular part of South East London.
0:01:37 > 0:01:41It's close to the Thames and surrounded by beautiful parkland.
0:01:41 > 0:01:46It's no wonder Susie and David Bassett decided to set up home here.
0:01:46 > 0:01:50This house works for us. In terms of everything.
0:01:50 > 0:01:54We're near our family and friends. It's good for work.
0:01:54 > 0:02:01We really, really, really wanted to stay here until we retire.
0:02:01 > 0:02:06Susie and David were neighbours for nearly 14 years before they started a relationship.
0:02:06 > 0:02:09It certainly wasn't love at first sight.
0:02:09 > 0:02:13We met many years earlier when I was doing some charity work.
0:02:13 > 0:02:17When I knocked on David's door, he gave me short shrift really.
0:02:17 > 0:02:20He said he wasn't interested and slammed the door in my face.
0:02:20 > 0:02:23But ten years later, banking PA Susie
0:02:23 > 0:02:26and landscape gardener David met again.
0:02:26 > 0:02:30Love blossomed and they soon got married.
0:02:30 > 0:02:34In 2006, the happy couple purchased their first house together.
0:02:34 > 0:02:38It was in a great location, but it needed a lot of work doing to it.
0:02:38 > 0:02:42Over time, the dream was to create extra space,
0:02:42 > 0:02:45so they could pursue their interests in both music and art.
0:02:45 > 0:02:50They also wanted extra rooms to house their mums, who were disabled.
0:02:50 > 0:02:56Our mothers are in wheelchairs and to have them here, they would need the access to a downstairs toilet.
0:02:56 > 0:03:00The couple's dream was to create downstairs facilities
0:03:00 > 0:03:05for their mums, as well as extra space for their own interests.
0:03:05 > 0:03:08This included a room for David's huge record collection
0:03:08 > 0:03:12and an art studio upstairs for Susie.
0:03:12 > 0:03:17The view from the top of the house is excellent. I'm interested in painting.
0:03:17 > 0:03:20I thought this would be an ideal art studio,
0:03:20 > 0:03:25and with a vision across the park would be relaxing and inspiring.
0:03:26 > 0:03:28Once the newlyweds moved in,
0:03:28 > 0:03:30they hired an architect who drew up plans.
0:03:30 > 0:03:34It took a year for the council to grant planning permission.
0:03:34 > 0:03:39Meanwhile, Susie and David researched local builders to carry out the work.
0:03:39 > 0:03:42We got three quotes in for the build of the property.
0:03:42 > 0:03:45We thought we'd go midway.
0:03:45 > 0:03:51We had to watch our budget but we wanted the job done correctly and in a time span we thought was fair.
0:03:51 > 0:03:53The Bassetts wanted a loft conversion,
0:03:53 > 0:03:58a double storey side and single rear extension, plus modernisation
0:03:58 > 0:04:02throughout, including new central heating and electrics.
0:04:02 > 0:04:07Their builder quoted just over £94,000,
0:04:07 > 0:04:11which Susie and David agreed to pay in stages throughout the build.
0:04:11 > 0:04:14The work seemed to get off to a good start,
0:04:14 > 0:04:18but it wasn't long before the job took a turn for the worse.
0:04:19 > 0:04:23What happened next was far from a fairytale.
0:04:23 > 0:04:29Their dream of the perfect family home became a nightmare due to a building horror story.
0:04:29 > 0:04:34Neighbours had told us they'd noticed when we were at work there was nothing happening.
0:04:34 > 0:04:39That was alarm bells. We thought, "This should be completed by the end of October
0:04:39 > 0:04:43"and this is September and there's no work happening."
0:04:43 > 0:04:49If you have to work or be away from the property during your build, take my advice.
0:05:00 > 0:05:06When Susie and David's neighbours tipped them off about their builder's no-shows,
0:05:06 > 0:05:08they decided to take action.
0:05:08 > 0:05:13We took this up with the builder. We were given excuses, which...
0:05:13 > 0:05:17They were always fairly plausible at the time.
0:05:17 > 0:05:21Desperate to keep the builder on side and on site,
0:05:21 > 0:05:26the couple believed him when he said the build was running to schedule and not to worry.
0:05:26 > 0:05:29But as weeks of delays turned into months,
0:05:29 > 0:05:32they began to suspect the explanations of bad weather,
0:05:32 > 0:05:36tradesmen letting him down and a lack of supplies were just excuses.
0:05:36 > 0:05:42Winter was fast approaching and Susie and David urgently needed heating at the very least.
0:05:42 > 0:05:45We hadn't got any heating in the house.
0:05:45 > 0:05:53The plumbing was in and also this boiler needed to be commissioned before it could be up and running.
0:05:53 > 0:05:58I believe the builder then gave the plumber two cheques to pay for the commissioning.
0:05:58 > 0:06:02We heard from the plumber that he hadn't been paid,
0:06:02 > 0:06:05therefore he was not able to commission the boiler.
0:06:05 > 0:06:07This happened twice.
0:06:07 > 0:06:11The first ones bounced in December
0:06:11 > 0:06:15and then on the 7th of February,
0:06:15 > 0:06:20which was the day we had a trade in under the builder,
0:06:20 > 0:06:23the plumber had a call from his wife saying,
0:06:23 > 0:06:27"There's a letter from the bank. The cheques have bounced again."
0:06:27 > 0:06:31Despite little progress and major delays,
0:06:31 > 0:06:35the Bassetts had already handed over a substantial amount of cash,
0:06:35 > 0:06:39so the builder could pay for materials and tradesmen, including the plumber.
0:06:39 > 0:06:44Susie suffers with sciatica and she and David ended up with no roof
0:06:44 > 0:06:48and no central heating at the worst possible time.
0:06:48 > 0:06:51Winter was the worst ever on record.
0:06:51 > 0:06:54We had to watch TV with coats, hats and gloves on.
0:06:54 > 0:06:58In February 2011, four months after the job
0:06:58 > 0:07:03should have been completed, Susie and David's builder walked off the job.
0:07:03 > 0:07:08He said another builder was coming to take over. That was the last they heard from him.
0:07:08 > 0:07:14When the builder left, we had no central heating and we hadn't had any heating since October.
0:07:14 > 0:07:19We had holes all over the house, we had no roof.
0:07:19 > 0:07:23We had no lights in the new section, we didn't have a bathroom.
0:07:23 > 0:07:28We had one old loo. Nothing works.
0:07:28 > 0:07:34The relationship between the Bassetts and the builder had completely broken down.
0:07:34 > 0:07:39He fobbed them off with excuses, didn't pay subcontractors and the work ground to a halt.
0:07:39 > 0:07:41They lost all trust in him,
0:07:41 > 0:07:44but in spite of this, David and Susie still tried
0:07:44 > 0:07:47to maintain contact with him by calling,
0:07:47 > 0:07:50leaving messages and sending texts.
0:07:51 > 0:07:54The last attempt we made was to get a meeting here
0:07:54 > 0:07:58on the 10th of March and he declined twice by text.
0:07:58 > 0:08:00We haven't heard from him since.
0:08:00 > 0:08:06We're not going to chase up any more. The damage is done.
0:08:06 > 0:08:10We have to now get to a liveable state.
0:08:12 > 0:08:17Before the builder fled, Susie and David had paid him £78,000.
0:08:17 > 0:08:21That's just 16 grand less than their original quote.
0:08:21 > 0:08:25But they were left in an unliveable and dangerous state
0:08:25 > 0:08:30without heating, guttering, kitchen or bathroom and an incomplete roof.
0:08:30 > 0:08:34The contractor that took over the job made the most of what little money they had left,
0:08:34 > 0:08:38but the house is nowhere near finished.
0:08:38 > 0:08:43The couple have been struggling to see how they're going to get out of this mess.
0:08:43 > 0:08:46I still look at it and I think it will never be finished
0:08:46 > 0:08:50and we're always going to live in squalor.
0:08:50 > 0:08:54David's sister, also called Susie, has witnessed how living
0:08:54 > 0:08:57in these conditions has affected her brother and sister-in-law.
0:08:57 > 0:09:00Both of them have been very stressed.
0:09:00 > 0:09:03David's obviously been shouting
0:09:03 > 0:09:07and finding it very difficult to cope with at times.
0:09:07 > 0:09:10Susie's suffering with sciatica and she's off work
0:09:10 > 0:09:16and she's had to live here in the dirt and the cold.
0:09:16 > 0:09:19It's just miserable.
0:09:19 > 0:09:22I don't know how they've put up with it for so long.
0:09:22 > 0:09:28The couple's nephew Danny is a handyman who's been trying to help them fix some of the problems.
0:09:28 > 0:09:31He too has seen the distress this upheaval has caused.
0:09:31 > 0:09:38My uncle got very low about it. Not feeling like the end was in sight.
0:09:38 > 0:09:44And it affected my aunt's health and it has put her in a bad position.
0:09:44 > 0:09:50She's not 100% healthy, due to what happened on that job over winter.
0:09:50 > 0:09:54This is Susie and David's four-bed semi-detached
0:09:54 > 0:09:58and it's just a stone's throw from a picturesque Fairy Hill Park.
0:09:58 > 0:10:02Tudor legend King Henry VIII was educated just down the road.
0:10:02 > 0:10:05When it comes to Susie and David's cowboy builder,
0:10:05 > 0:10:10old King Henry would have had just one thing to say - off with his head!
0:10:10 > 0:10:15'I'm here today to find out how Susie and David have got themselves
0:10:15 > 0:10:19'into this mess and see what we can do to get the build back on track.'
0:10:20 > 0:10:22RINGS BELL
0:10:24 > 0:10:28- Hiya. You must be Susie and David. - We are.
0:10:28 > 0:10:31- Can I come in? - If you'd like to put your boots on!
0:10:31 > 0:10:34Right, it looks like cowboy builders
0:10:34 > 0:10:39have certainly affected a lot of the property, not only from the inside,
0:10:39 > 0:10:43but from the outside as well.
0:10:43 > 0:10:46- Do you mind if I take a look around? - Please do.- Thank you.
0:10:46 > 0:10:50'I head straight through to the extension at the side
0:10:50 > 0:10:54'here the couple needed a toilet for their disabled mums.'
0:10:54 > 0:10:56A join in the plaster there.
0:10:57 > 0:11:01'This builder's methods do seem a bit bizarre.'
0:11:01 > 0:11:04So what's this supposed to be?
0:11:04 > 0:11:09Door into the garage... Ooh! That's a toilet!
0:11:10 > 0:11:14Nobody's considered where the waste pipe's going to go.
0:11:14 > 0:11:17But they've plastered anyway!
0:11:17 > 0:11:21'The situation ain't much better in the bathroom upstairs.'
0:11:21 > 0:11:26I'm not 100% sure how this floor's been laid out.
0:11:26 > 0:11:29I've just felt one of these tiles move under my feet.
0:11:29 > 0:11:34'Eager to get one room usable, David even had a go at tiling
0:11:34 > 0:11:37'the bathroom floor himself, but with mixed results.'
0:11:37 > 0:11:42I'm not particularly happy about that, and what it's sitting on.
0:11:42 > 0:11:45Look at this! We're going uphill here!
0:11:45 > 0:11:48There's no levels been done there at all.
0:11:48 > 0:11:52Somebody must have had a plan.
0:11:52 > 0:11:54Just not sure who.
0:11:54 > 0:11:58'But those plans don't seem to have worked for the stairs either.'
0:11:58 > 0:12:03First of all, this is where we're going up into the dormer, I would imagine.
0:12:03 > 0:12:08Straight away, one of the things that jumps out at me is these stairs have got no handrail,
0:12:08 > 0:12:14so I would almost certainly say anybody trying to access this, don't!
0:12:14 > 0:12:19'Back downstairs, the heating system seems to be missing a vital ingredient.'
0:12:19 > 0:12:23The radiator's in, but it's not piped up, that's for sure.
0:12:23 > 0:12:27I hope they weren't like that in this last winter.
0:12:27 > 0:12:31If that wasn't plumbed in, it would have been chilly willy in here!
0:12:31 > 0:12:36'Even the outside of the house hasn't been spared from this bad builder practice.'
0:12:36 > 0:12:39Wow! Look at this! This is nuts!
0:12:39 > 0:12:45As you look down here, this is where the drainage system should be.
0:12:45 > 0:12:49I don't know how long this has been in this situation,
0:12:49 > 0:12:54but you can see where you've got saltation coming out onto the brickwork.
0:12:54 > 0:12:58That means there's a lot of rain been gathering in down there.
0:12:58 > 0:13:02That's not good. I think we might have found the culprit.
0:13:02 > 0:13:05That just runs into this gully that's full of rubble.
0:13:05 > 0:13:09That's what's causing all this saltation here.
0:13:09 > 0:13:12Those bricks are soaked.
0:13:12 > 0:13:16Absolutely soaked. It will take ages to dry them out.
0:13:16 > 0:13:20I have to say, this is an incomplete job, for sure.
0:13:20 > 0:13:23Those bricks there, they've been faced off,
0:13:23 > 0:13:26they're ready for a render coat.
0:13:26 > 0:13:30The bad side of it far outweighs the good.
0:13:30 > 0:13:34And then really, this is just a danger zone.
0:13:44 > 0:13:48Now that looks also like open sewer there.
0:13:48 > 0:13:52'I've seen some of this cowboy's calamities, but I want David
0:13:52 > 0:13:56'to talk me through the impact these problems have had on the family.'
0:13:56 > 0:14:01The first thing for me is down here, the drainage.
0:14:01 > 0:14:07I would say you've got at least six courses there that are solid wet through. What happened there?
0:14:07 > 0:14:11They had not linked up any drainage to the pipe whatsoever.
0:14:11 > 0:14:17- The water is just sitting there right by the foundations. - So that needs sorting.
0:14:17 > 0:14:22Round to the side of the house, we've still got loads of problems. Talk me through that one.
0:14:22 > 0:14:28The builder was going to put in new water mains from the main road to bring it in.
0:14:28 > 0:14:35He left us without water mains. I've had to dig a channel a minimum of 18 inches,
0:14:35 > 0:14:38all the way through, just to put the mains water connection on.
0:14:38 > 0:14:42One of the reasons they haven't finished is because the job
0:14:42 > 0:14:46is not finished, there's no pipe connections to the downstairs loo.
0:14:46 > 0:14:51Both my mother and Susie's mother are in wheelchairs. That's why we need a downstairs toilet.
0:14:51 > 0:14:56'So that partly explains why there's no waste pipe on the inside,
0:14:56 > 0:14:59'but they still could have left a hole.'
0:14:59 > 0:15:04In here, it's all been plastered off, but where was the waste going?
0:15:04 > 0:15:06All that's got to be drilled out.
0:15:06 > 0:15:11Before the guys came, there was a waste pipe in the ground
0:15:11 > 0:15:15and a pipe the other side of the dishwasher, in the ground.
0:15:15 > 0:15:21But with the toilets we'd bought, they don't go into the ground - they have to go through the wall.
0:15:21 > 0:15:26So that needs a core drill going through there, which is obviously going to damage plaster.
0:15:26 > 0:15:31Is this an area you'd like to see sorted? Certainly to have the toilet and the basin.
0:15:31 > 0:15:35If we were to have our parents, we must have a downstairs toilet.
0:15:35 > 0:15:41OK. We'll put that on the... probably on the most important list,
0:15:41 > 0:15:44to get sorted. All right? Let's go.
0:15:44 > 0:15:49'Up in the loft conversion, the measurements don't seem to add up.'
0:15:49 > 0:15:51That door without a doubt is a fire door
0:15:51 > 0:15:54and will be resistant for half an hour.
0:15:54 > 0:15:58Where they've cut it off, they've topped it with softwood,
0:15:58 > 0:16:02which is no good, and the perimeter gap is too wide.
0:16:02 > 0:16:07'David and the contractor who took over the job have had to carry out some remedial work,
0:16:07 > 0:16:11'so that Susie and David are able to manage day-to-day.'
0:16:11 > 0:16:12What problems have you had?
0:16:12 > 0:16:18Well, when the builders were still here, if you wanted to use the toilet you'd have to say so
0:16:18 > 0:16:22because shutting the door was no good, as there was no roof.
0:16:22 > 0:16:27- So there was no ceiling on?- No. And a tarpaulin up here.
0:16:27 > 0:16:31If you wanted to have a bath, you could see the stars at night.
0:16:31 > 0:16:33- There was no privacy. - None at all.
0:16:33 > 0:16:36'Even though the bad builder had laid an uneven floor,
0:16:36 > 0:16:42'David was so desperate to get the bathroom finished, he tiled on top. Oh, no!'
0:16:42 > 0:16:46If you're going to get movement before you even lay a tile,
0:16:46 > 0:16:51you'll continue to get movement when you get the tile on top of it.
0:16:51 > 0:16:56Hence the reason you're up and down like a fiddler's elbow.
0:16:56 > 0:17:00I have to say, and I don't want you to burst into tears,
0:17:00 > 0:17:05- that's going to have to come up. - I quite agree. It's got to be correct first off.
0:17:05 > 0:17:10There's no point rushing because we're going to have to live with it.
0:17:10 > 0:17:14'To save you from making the same mistake, I'm going to a tile showroom
0:17:14 > 0:17:17'to demonstrate my top tips for perfect tiling.'
0:17:17 > 0:17:20Whatever happens, you need to prep the floor.
0:17:20 > 0:17:23You can't tile directly on to a wooden floor.
0:17:23 > 0:17:27You have to make sure that floor is secure by using marine ply,
0:17:27 > 0:17:31around 12mm, and make sure it's rock solid.
0:17:31 > 0:17:34In a bathroom, which Susie and David's is,
0:17:34 > 0:17:37you'll need to use flexible adhesive,
0:17:37 > 0:17:40it also needs to be waterproof, as well as your grout as well.
0:17:40 > 0:17:44You find the centre of the wall, in terms of the length
0:17:44 > 0:17:48and the centre in terms of the width.
0:17:48 > 0:17:53You draw two lines and in the middle is where those two lines meet,
0:17:53 > 0:17:56that is the centre of the room.
0:17:56 > 0:18:00You'll work outwards to start off with.
0:18:00 > 0:18:06But I think the critical thing to do is to dry lay the whole lot.
0:18:06 > 0:18:10Make your starter point there, but also, remember,
0:18:10 > 0:18:13don't dry lay them without using your spacers.
0:18:13 > 0:18:17Mark every single tile, one, two, three, four and son.
0:18:17 > 0:18:22take a photograph, print it off, stick it on the wall and you know where everything's going to go.
0:18:22 > 0:18:26When you're putting your adhesive down, don't be shy.
0:18:26 > 0:18:31Spread it out and start working your way from the middle line
0:18:31 > 0:18:33out to the walls.
0:18:33 > 0:18:37Do half of it and then let it go for around 24 hours,
0:18:37 > 0:18:39more if you can, and then work on the other side.
0:18:39 > 0:18:44It's about not being afraid to put the grout in.
0:18:44 > 0:18:47You make motions back and fore over the tiles.
0:18:47 > 0:18:50It's pushing that grout deep into it.
0:18:50 > 0:18:52Once that's done, a certain area,
0:18:52 > 0:18:55get your sponge, not too wet, wipe it over the top,
0:18:55 > 0:19:00so you're taking all of that surface grout off the tiles.
0:19:00 > 0:19:03And then you need this little baby, nice dry cloth,
0:19:03 > 0:19:06after a couple of hours, to dust it off.
0:19:06 > 0:19:09I think you'll be dead chuffed with the finished result.
0:19:12 > 0:19:18'Coming up - I invite an independent chartered surveyor to cast their expert eye over this wreck.'
0:19:18 > 0:19:21Basically, it's putting lives at risk.
0:19:21 > 0:19:26'And Susie and David reveal how far their horror story has pushed them.'
0:19:26 > 0:19:30- I'd have been happy just to pack a bag.- Really?
0:19:33 > 0:19:38Susie and David's dream was for their first home together
0:19:38 > 0:19:41to support their interests of gardening, art and music.
0:19:41 > 0:19:45They embarked on a complete revamp, including side
0:19:45 > 0:19:48and rear extension, new central heating and electrics.
0:19:48 > 0:19:51Before the bad builder disappeared,
0:19:51 > 0:19:55the Bassetts had paid out £78,000,
0:19:55 > 0:19:58only £16,000 less than their quote.
0:19:58 > 0:20:03They were left with an incomplete and dangerous home,
0:20:03 > 0:20:06with no heating, guttering, kitchen or bathroom.
0:20:06 > 0:20:09Oh, and an incomplete roof.
0:20:09 > 0:20:11They've carried out some remedial work,
0:20:11 > 0:20:14but they're nowhere near finished.
0:20:14 > 0:20:18It's time to get to the bottom of how they ended up in this predicament.
0:20:19 > 0:20:23- How did you find your builder? - We had three quotes.
0:20:23 > 0:20:27We got someone to look at the windows who had already done some work
0:20:27 > 0:20:33on my mother-in-law's house, Susie's mum, and we were impressed with the work they did.
0:20:33 > 0:20:39On that recommendation, we thought it was worth an interview with his brother, the builder.
0:20:39 > 0:20:43A recommendation from another tradesman may seem a good idea,
0:20:43 > 0:20:45but take my tip -
0:20:48 > 0:20:50It's best to double check.
0:20:55 > 0:21:00The builder comes in, looks at the plans and gives you a quote.
0:21:00 > 0:21:05The original quote was around 95 or something like that.
0:21:05 > 0:21:08- So about 95 grand.- Yeah.
0:21:08 > 0:21:13We negotiated with him and we came to a final figure of 94,385.
0:21:13 > 0:21:14I did ask for a contract.
0:21:14 > 0:21:19So, 94,385, it's not a million miles away from his original quote,
0:21:19 > 0:21:23so how come there was just a few quid off?
0:21:23 > 0:21:27Cos we just said, "Can you do anything on the price?"
0:21:27 > 0:21:29He said, "I'll come back to you."
0:21:29 > 0:21:31You don't say, if you don't mind me saying,
0:21:31 > 0:21:34"Can you do a little bit off the price?"
0:21:34 > 0:21:38- We've never had an extension before. - That price has got to be better!
0:21:38 > 0:21:41That price has got to be better.
0:21:41 > 0:21:44He'd knock you as much as 20p off the bill!
0:21:44 > 0:21:48You've been hammered here in lots of areas around the property,
0:21:48 > 0:21:51not just in one specified area.
0:21:51 > 0:21:57It is a builder's disease, that's spread. Everywhere.
0:21:57 > 0:22:02When you're negotiating your renovation costs, here's my advice:
0:22:02 > 0:22:04Don't ask for a better quote...
0:22:10 > 0:22:14..but don't sacrifice on quality.
0:22:14 > 0:22:18It's been two months since the Bassetts' builder upped and left.
0:22:18 > 0:22:21There's evidence of his poor practice everywhere,
0:22:21 > 0:22:25a constant reminder for Susie and David of their crushed dream.
0:22:25 > 0:22:28How did it all break down in the end?
0:22:28 > 0:22:33I think it was when the final trade walked out, a plumber who was here.
0:22:33 > 0:22:35We still didn't have any heating.
0:22:35 > 0:22:39I sent some very angry texts, basically saying,
0:22:39 > 0:22:45"Thank you very much. We are freezing. We're living in a slum.
0:22:45 > 0:22:48"And you really need to sort this out."
0:22:48 > 0:22:50Every room was disgusting.
0:22:50 > 0:22:54Everything that the carpenter and David have managed to achieve
0:22:54 > 0:22:57has been done since the builder is out of the picture.
0:22:57 > 0:23:02When you got to the stage where you'd come to loggerheads and you thought to yourself,
0:23:02 > 0:23:07"That dream I had in my mind has now gone," what did that feel like?
0:23:07 > 0:23:12- I'd have been quite happy just to pack a bag.- Really?
0:23:12 > 0:23:14We had that talk, yeah.
0:23:15 > 0:23:19Happy to pack a bag due to this guy?
0:23:19 > 0:23:21Mmm. Just go. Yeah.
0:23:21 > 0:23:24Wow! That is hard to take.
0:23:24 > 0:23:29That's the level of stress that these guys can cause.
0:23:29 > 0:23:33- Yeah.- And that's something you can really hate them for.
0:23:33 > 0:23:35There's no two ways about it.
0:23:35 > 0:23:38'It's clear that the Bassetts have been through the mill.
0:23:38 > 0:23:44'But we've got a team of local builders on hand to put right some of their builder's bodges.
0:23:44 > 0:23:47'I want to find out how we can help.'
0:23:47 > 0:23:52If there was any one thing you would like us to do, what may that be?
0:23:52 > 0:23:57- We've got to have a bathroom. - Bring on the bathroom!
0:23:57 > 0:24:01- Heating.- Oh, heating, no! - I'd love heating.
0:24:01 > 0:24:06- OK, I need to sit down and plan with our builders what we're going to do.- OK.
0:24:06 > 0:24:07I want you to dry your eyes,
0:24:07 > 0:24:11but I really want to try and put a smile back on your face.
0:24:11 > 0:24:16- That's exactly what I intend to do. - Thank you.- Pleasure.- Thank you.
0:24:16 > 0:24:23I've seen quite enough evidence of dodgy designs and botched building work for myself,
0:24:23 > 0:24:28but I'd like to get the opinion of an independent chartered surveyor.
0:24:28 > 0:24:32I've asked along Arnold Tarling to see what he thinks of the work.
0:24:35 > 0:24:38- Here he is. Arnold, how are you? - I'm fine, thanks.
0:24:38 > 0:24:43Good to see you, but there's lots of things. We've got breaches of regulations all over the place.
0:24:43 > 0:24:47Tell us one or two of the things you've found.
0:24:47 > 0:24:52The safety aspects of the building, the way in which the builders
0:24:52 > 0:24:56have been working, leaving live electrical components exposed.
0:24:56 > 0:25:00You won't be safe in this building, because of the fire doors.
0:25:00 > 0:25:04This fire door, it's not fitted correctly.
0:25:04 > 0:25:10- There's a gap all around it. What's the worst that could happen? - They won't meet regulations.
0:25:10 > 0:25:17The smoke will come up here straight away, the fire will spread very quickly. It's putting lives at risk.
0:25:17 > 0:25:21'But it's not just the builder who's at fault. The dimensions in the loft don't add up.
0:25:21 > 0:25:25'The doorways are too narrow and there's not much headroom.'
0:25:25 > 0:25:30The architect expected to get a cupboard on this side.
0:25:30 > 0:25:34Starting from there and going back in there.
0:25:34 > 0:25:40- So like a wardrobe.- A wardrobe. You couldn't possibly get anything inside it.- No way.
0:25:40 > 0:25:45It's a bit like Alice in Wonderland, you know, going down and down.
0:25:45 > 0:25:48There's no way in the world, unless you're a meerkat...
0:25:48 > 0:25:50That's a wardrobe for a meerkat!
0:25:50 > 0:25:53- Yeah!- That's not one for an adult human being!
0:25:53 > 0:25:55Or even a kid!
0:25:55 > 0:25:59- And getting it right is simples(!) - Indeed, it is!
0:25:59 > 0:26:01There's no two ways about it!
0:26:01 > 0:26:06'But it seems the architect's plans are only questionable for the loft conversion.
0:26:06 > 0:26:13'So it's no excuse for the shoddy workmanship and the problems in the rest of the house.'
0:26:13 > 0:26:16Cowboy builders really do your head in,
0:26:16 > 0:26:19but I'm hopeful we can put right some of this dodgy work.
0:26:19 > 0:26:24And give Susie and David some much-needed piece of mind.
0:26:24 > 0:26:27I have not got enough tape to wrap around this whole house,
0:26:27 > 0:26:34so I'm going to shut the door and declare this whole house no-go zone!
0:26:34 > 0:26:38Now this is one of the bits I love. It's time to bring on the good guys.
0:26:41 > 0:26:46'Our independent surveyor has pointed out some features that need to be fixed,
0:26:46 > 0:26:51'but Susie and David's priority is to have a safe and useable living space.
0:26:53 > 0:26:56'I need to make a plan of action with head builder Paul.'
0:26:56 > 0:27:01You've had a good look around. In terms of just coming outside,
0:27:01 > 0:27:06I'm going to start with something I'm perhaps not so bothered about
0:27:06 > 0:27:09and that's rendering off and facing off that brickwork.
0:27:09 > 0:27:12Right. We're going to render that and get it painted.
0:27:12 > 0:27:18Outside here is the real debacle. He's made a right mess of it.
0:27:18 > 0:27:24We've got to connect a bottle gully there, so it can go into a natural water system or a soak away.
0:27:24 > 0:27:27There's a natural surface water running there down to
0:27:27 > 0:27:31a lake about half a mile away. We'll connect into that.
0:27:31 > 0:27:36And then, down the side, we've got loads of problems. The sewerage.
0:27:36 > 0:27:38- Yeah.- What do you think for that?
0:27:38 > 0:27:41Well, again, there's no connections for the toilet.
0:27:41 > 0:27:45The manholes are unfinished. The drainage is in a bad state.
0:27:45 > 0:27:50- We've got to meet building regs. - Good to have you on board.
0:27:50 > 0:27:53- I can't wait to show them what you guys have done.- Brilliant.
0:27:55 > 0:27:59'Coming up - David wants answers from his bungling builder.'
0:27:59 > 0:28:02Why don't you come down and do the job you were paid to do?
0:28:02 > 0:28:07'And I reveal to Susie and David the first finished room in the house.'
0:28:07 > 0:28:09The floor doesn't shake!
0:28:11 > 0:28:17In Greenwich, Susie and David Bassett hired a builder to construct their dream home.
0:28:17 > 0:28:23But eight months into a four-month schedule, he left, leaving their home in an uninhabitable
0:28:23 > 0:28:27and dangerous condition with substandard workmanship throughout.
0:28:27 > 0:28:32Paul and his team have been hard at work, fixing those blunders,
0:28:32 > 0:28:36so we can put the couple back on the road to recovery from this ghastly experience.
0:28:36 > 0:28:42I want to take a gander at how well the work is shaping up.
0:28:42 > 0:28:47Loads has gone on. I need to get an update about where we are at this stage.
0:28:47 > 0:28:51Start me off first with the bathroom.
0:28:51 > 0:28:55- We've took up the floor, that was horrendous. Really bad.- Tell us.
0:28:55 > 0:29:00Well, we've had to reinforce joists, put pieces on them to try
0:29:00 > 0:29:05and bring the two floors up. When they've built the extension,
0:29:05 > 0:29:09no-one's checked the finished floor level and the existing.
0:29:09 > 0:29:14- So, when they've knocked through, there's about 40mm difference.- Wow!
0:29:14 > 0:29:17Especially if the floor was floating as well,
0:29:17 > 0:29:22if you were ever hoping to put tiles on, they'd be blowing out in no time. What happened next?
0:29:22 > 0:29:26We've decided to finish the tiling for Mr Bassett.
0:29:26 > 0:29:31All the floor. We've installed a new bath as well.
0:29:31 > 0:29:37In terms of the not so nice bits, the drainage, how did that develop?
0:29:37 > 0:29:40Well, we've had Building Control down.
0:29:40 > 0:29:44It was a bit of a mish-mash, trying to find out where to go.
0:29:44 > 0:29:49We've followed the instructions and he's come back and passed the drains off.
0:29:49 > 0:29:55- It was redirected.- Yes, it's been redirected to a soak away.
0:29:55 > 0:29:58In terms of the waste and the open drain that was down there?
0:29:58 > 0:30:03We had to dig up and connect it into the existing foul.
0:30:03 > 0:30:08And rerun and bring up some bottle gullies.
0:30:08 > 0:30:13One for kitchen waste, one for cloakroom and basin waste.
0:30:13 > 0:30:17'A bottle gully is used to remove waste water
0:30:17 > 0:30:23'and is designed to hold some water in a trap to stop any foul air escaping from the drainage system.'
0:30:23 > 0:30:29- What happened on the heating front? - Our plumber's connected all of the heating now.
0:30:29 > 0:30:34- He put some inhibitor through the pipes as well.- Sorted.- Upstairs as well was a safety issue.- OK.
0:30:34 > 0:30:39- You've done the handrail and the spindle.- Yes, as you know, Mrs Bassett suffers from acute sciatica.
0:30:39 > 0:30:44It's hared for her to get about at the best of times. Upstairs, there was no handrail there.
0:30:44 > 0:30:48- There could have been a serious accident.- The render.- Oh, yes!
0:30:48 > 0:30:50That's all been sorted as well.
0:30:50 > 0:30:54- All sorted.- All the rendering on the back elevation's done.
0:30:54 > 0:30:57We decided to give them a lick of paint as well.
0:30:57 > 0:31:01I don't fancy David getting up there, in case he falls.
0:31:01 > 0:31:05- You've got a heart of gold!- I have! - You've got a heart of gold!
0:31:05 > 0:31:09The builders are making good the bodges the cowboy left behind
0:31:09 > 0:31:13and restoring our couple's faith in skilled tradesmen.
0:31:13 > 0:31:17But Susie and David still have questions for their builder
0:31:17 > 0:31:19and I want to help them get answers.
0:31:19 > 0:31:21Guys, when was the last time you had
0:31:21 > 0:31:24any conversation with your builder, can you remember?
0:31:24 > 0:31:27The last time we had a meeting with him was on the 8th of February,
0:31:27 > 0:31:30which was the day that he left us.
0:31:30 > 0:31:34If you had three questions, what questions would you like to ask him?
0:31:34 > 0:31:37The two workstations in the house, the kitchen and bathroom,
0:31:37 > 0:31:41and he left us with neither - that I can't believe.
0:31:41 > 0:31:43That's the first question.
0:31:43 > 0:31:47Basically, how he could have left as overall in such a mess, I think.
0:31:47 > 0:31:51No central heating at all through one of the coldest winters we've had.
0:31:51 > 0:31:54And I think the other issue is the money.
0:31:54 > 0:31:57Certainly, because we weren't able to complete the job,
0:31:57 > 0:32:00which we tried to do off our own backs, and with the budget
0:32:00 > 0:32:03that was left, and there was no way we could complete.
0:32:03 > 0:32:06So, we want to know why he's taken the money from us.
0:32:06 > 0:32:09OK, well, I'm going to give you that opportunity -
0:32:09 > 0:32:13- are you ready to rock 'n' roll? - I certainly am.- OK, fire away, then.
0:32:13 > 0:32:17It's David Bassett here - can you explain why
0:32:17 > 0:32:23you actually left us with no bathroom or central heating, and no kitchen?
0:32:23 > 0:32:25'After months of pain and stress,
0:32:25 > 0:32:29'David finally has an opportunity to get some answers.'
0:32:29 > 0:32:33Why didn't you come down and do the job that you were paid to do?
0:32:33 > 0:32:35Don't lose your temper, darling, please.
0:32:35 > 0:32:39Right, well, I want to finalise this situation that you've left us in,
0:32:39 > 0:32:43I think we should meet and sort this mess out that you've left us in.
0:32:43 > 0:32:47When will you be able to have this meeting with us?
0:32:47 > 0:32:49Next week. Can you give me a date?
0:32:50 > 0:32:54Thursday next week. Fine.
0:32:54 > 0:32:56- Time.- Time?
0:32:56 > 0:33:004.30, OK. 4.30, Thursday of next week.
0:33:02 > 0:33:05Right. Goodbye now.
0:33:05 > 0:33:07Well done. Well done.
0:33:07 > 0:33:11If he does turn up, worst-case scenario, he will come with someone.
0:33:11 > 0:33:16- You also need somebody else here in the property...- Independent.
0:33:16 > 0:33:20..not involved in the conversation, they need to be to the side,
0:33:20 > 0:33:23and sit down and try and talk it out calmly.
0:33:23 > 0:33:27You may, if he turns up, get a result.
0:33:27 > 0:33:30I'm not holding my breath, though, but you may get a result.
0:33:30 > 0:33:35- But you must stay calm. So, be prepared with notes.- Right.
0:33:35 > 0:33:39Our team spoke to the builder, who disputes that the problems
0:33:39 > 0:33:42have anything to do with him - despite the evidence of shoddy work,
0:33:42 > 0:33:45he blames the architect.
0:33:45 > 0:33:49We spoke to the architect, who said that, after the final plans
0:33:49 > 0:33:52were approved, he met with the builder and the Bassetts,
0:33:52 > 0:33:55who discussed and agreed any outstanding issues.
0:33:55 > 0:33:59He also said that he had no responsibility for the quality
0:33:59 > 0:34:02of the building work that was carried out.
0:34:02 > 0:34:05The builder did turn up to the Thursday meeting with David,
0:34:05 > 0:34:09but he denied responsibility for the sloppy job.
0:34:09 > 0:34:12I know one thing for sure - Susie and David aren't to blame.
0:34:12 > 0:34:16Our head builder, Paul, and his team have a big job on their hands,
0:34:16 > 0:34:21but they've completed the work, and I can't wait to take a look.
0:34:21 > 0:34:24Ho-ho! That's a good start - radiators on!
0:34:24 > 0:34:28That could mean we've actually got heating in the building!
0:34:28 > 0:34:30'They really need an accessible toilet,
0:34:30 > 0:34:34'so that both Susie and David's mums can visit.'
0:34:34 > 0:34:38Just get past all the boxes. Ah, that's much better.
0:34:38 > 0:34:42Toilet in, for a start. We've got the sink -
0:34:42 > 0:34:46look at that, like a smaller version of a Belfast sink - loving that.
0:34:46 > 0:34:49Things are looking good!
0:34:49 > 0:34:54'Outside, the difference is astounding.'
0:34:54 > 0:34:57# They re-rendered They re-rendered...! #
0:34:57 > 0:35:01That looks a cracking job. That was bare brick before -
0:35:01 > 0:35:05now it's been rendered, painted - love it!
0:35:05 > 0:35:07'Round the side, the danger has gone.'
0:35:07 > 0:35:11Now, we've got a bottle gully there, there and there -
0:35:11 > 0:35:13that rainwater has been redirected.
0:35:13 > 0:35:18And where the inspection pit is, with the manhole cover,
0:35:18 > 0:35:21everything's seated properly, it looks so much better.
0:35:21 > 0:35:24But above all else, it's safe.
0:35:24 > 0:35:27'I need to check it's safe inside, too,
0:35:27 > 0:35:29'especially with Susie suffering from sciatica.'
0:35:29 > 0:35:31And, of course, this is really important,
0:35:31 > 0:35:35because there was no banister here, no spindles at all.
0:35:35 > 0:35:39If you're thinking about safety, particularly with Susie,
0:35:39 > 0:35:42she's infirm, not brilliant on her pins at the moment.
0:35:42 > 0:35:45This is safety first, second and third.
0:35:45 > 0:35:48'I've saved the best till last.'
0:35:54 > 0:35:58Now, this is what I'm talking about!
0:35:58 > 0:36:00Come on! This looks brilliant!
0:36:00 > 0:36:04All tiled out - what do you reckon to that?
0:36:04 > 0:36:08It looks great. This looks proper!
0:36:08 > 0:36:11Absolutely! What a difference!
0:36:13 > 0:36:16This is number one for me.
0:36:17 > 0:36:21'After surviving one of the worst winters on record,
0:36:21 > 0:36:25'and suffering with months of stress and strains,
0:36:25 > 0:36:29'I can't wait to see what Susie and David make of the transformation.'
0:36:29 > 0:36:33'Susie is struggling to walk at the moment due to her sciatica,
0:36:33 > 0:36:35'so I'm going to do the big tour with David
0:36:35 > 0:36:38'then bring her in for the grand finale.'
0:36:38 > 0:36:42- Come on, David, let's take a look outside first.- OK.
0:36:42 > 0:36:44I'll just show you through.
0:36:44 > 0:36:48I just want to show you this first, come here.
0:36:48 > 0:36:52- Do you remember all the bare brickwork?- Oh, yes.
0:36:52 > 0:36:54All nicely rendered and painted now.
0:36:54 > 0:36:57That looks absolutely stunning now,
0:36:57 > 0:37:00it looks so much better than the old bare bricks.
0:37:00 > 0:37:03But you've also got bottle gullies - let me tell you about those.
0:37:03 > 0:37:07You'll notice the bottle gullies that we've got here -
0:37:07 > 0:37:10one, two, three - they've redirected that now,
0:37:10 > 0:37:13and also, if you notice where the manhole cover is,
0:37:13 > 0:37:17that's all been sealed off properly, and all the waste dealt with.
0:37:17 > 0:37:19What was it like before, David?
0:37:19 > 0:37:21We didn't have any mains water to the house,
0:37:21 > 0:37:25so I've had to dig a trench from the pavement
0:37:25 > 0:37:28to just before the manhole cover for the mains to come in.
0:37:28 > 0:37:31Basically, it was a dangerous area - in fact,
0:37:31 > 0:37:33you could not walk down here.
0:37:33 > 0:37:36It was open, and all the pipework was to be seen.
0:37:36 > 0:37:41- At least now, you know everything's working properly.- Excellent.
0:37:41 > 0:37:46- Shall we go and have a look at the downstairs toilet?- Yes.- Come on.
0:37:46 > 0:37:50- Come in, mate. It's a bit tricky, a bit compact and bijou.- Right!
0:37:52 > 0:37:57How important is it now for you to actually have got the toilet in,
0:37:57 > 0:38:01- the sink, etc?- Both our parents, my mother and my mother-in-law,
0:38:01 > 0:38:07are in wheelchairs, and there is no way they can go upstairs. We definitely need a downstairs loo.
0:38:07 > 0:38:10It looks totally different to the last time I was here.
0:38:10 > 0:38:14- Oh, yes.- And I reckon, by the time it's all done,
0:38:14 > 0:38:19we'll be flushed...with success.
0:38:19 > 0:38:22'A top priority was that David and Susie
0:38:22 > 0:38:25'didn't have to suffer another miserable winter.'
0:38:25 > 0:38:28Now, this is really important for me.
0:38:28 > 0:38:31Erm, the radiator is now on,
0:38:31 > 0:38:35and...tell me that the heating's actually been working.
0:38:35 > 0:38:39It is now working, so much so that we actually have them on,
0:38:39 > 0:38:42and it's sunny today, because we're proud to have heating in the house.
0:38:42 > 0:38:46It'll cost us, but I'm looking forward to next winter,
0:38:46 > 0:38:49- whereas this was a winter of hell we've just had.- Brilliant.
0:38:49 > 0:38:53So, from the radiator, another important factor,
0:38:53 > 0:38:58remember, before, you had no balustrade, hand rail,
0:38:58 > 0:39:02spindles, and it was pretty dangerous before,
0:39:02 > 0:39:06because here, you'd got the chest of drawers, bits of tiles here as well.
0:39:06 > 0:39:11Tiles, kitchen bathroom cabinets, ready to go in.
0:39:11 > 0:39:15We had a bath on the hallway, so it was a dangerous place anyway to be,
0:39:15 > 0:39:17let alone no balustrade.
0:39:17 > 0:39:22But now you've got it, and that's crucial, particularly with Susie -
0:39:22 > 0:39:25when she wants to get up there, she can now do so safely.
0:39:25 > 0:39:28'It's time to get Susie upstairs,
0:39:28 > 0:39:33'to see what she's waited for for so long - a finished bathroom.'
0:39:33 > 0:39:37So, just remind us what it was like before we arrived, in that bathroom.
0:39:37 > 0:39:40Tiles coming off the floor, er...
0:39:40 > 0:39:44- Three walls. - Three walls, yeah, no...no bath.
0:39:44 > 0:39:47A special floor, because it had two levels.
0:39:47 > 0:39:51Yes! It was like the wobbly floor.
0:39:51 > 0:39:55And that was about it, really, it was not even half-built.
0:39:55 > 0:39:57- Not really usable, was it? - No.- Not at all.
0:39:57 > 0:40:00Now, would you like to come with me
0:40:00 > 0:40:05and let's enjoy together what a bathroom should really be like?
0:40:05 > 0:40:09- Love to.- Would you? - Definitely.- OK, follow me.
0:40:12 > 0:40:15Come and have a look...at this!
0:40:15 > 0:40:22Cool! I'm really looking forward to having a bath, really.
0:40:22 > 0:40:26- That is an amazing bath, loving that.- Yeah, it's cool.
0:40:26 > 0:40:31- All tiled down now, floor tiled - what do you think?- Brilliant.
0:40:31 > 0:40:34I've been looking at that bath for six months in a cardboard box
0:40:34 > 0:40:38- on the landing - it's now a reality. Wow!- Brilliant.
0:40:38 > 0:40:41It's now a reality. I mean, a simple thing,
0:40:41 > 0:40:45it is a bathroom at the end of the day,
0:40:45 > 0:40:49so it needs a bath. One or two little bits need to be finished off.
0:40:49 > 0:40:53- Sure.- We've got a little bit of stuff around the door,
0:40:53 > 0:40:56one light still to go in, but in general...
0:40:56 > 0:41:00- But that's minor, isn't it? - Definitely.- Compared to how it was.
0:41:00 > 0:41:02- Wow!- It's one level!
0:41:02 > 0:41:05- No! No! - The floor doesn't shake! Ha-ha-ha!
0:41:05 > 0:41:08- It's definitely one level! - Brilliant.
0:41:08 > 0:41:11What sort of a difference is this going to make to your life,
0:41:11 > 0:41:14- now you've got it finished? - Well, it's giving us a life.
0:41:14 > 0:41:17The real reason is, you need two workstations in the house,
0:41:17 > 0:41:20we haven't had a bathroom or a kitchen!
0:41:20 > 0:41:22- Now we can start living.- Yeah.
0:41:22 > 0:41:26The other good thing about it is that this is now officially
0:41:26 > 0:41:28the first room in the house that's finished.
0:41:28 > 0:41:31It's amazing, when you think about it!
0:41:31 > 0:41:35- Isn't it? That, in itself...- The project was supposed to be finished
0:41:35 > 0:41:38in October of last year, 2010. It's now April 2011,
0:41:38 > 0:41:41- we have our first room complete. - Yes - wonderful.
0:41:41 > 0:41:44- Yes!- Do the lights work? - That is worth celebrating.
0:41:44 > 0:41:47- I tell you what, David can do the switch-on!- Woah!
0:41:48 > 0:41:52- Yes, brilliant! - The lights actually work.
0:41:52 > 0:41:54There's a long way to go, I realise that,
0:41:54 > 0:41:57- but do you think now you're back on track?- Definitely.
0:41:57 > 0:42:00- We're positive now, whereas before... - Definitely.
0:42:00 > 0:42:03..the negativity that we had between us was very stressful,
0:42:03 > 0:42:07- and it's turned things around to the positive side.- Yeah, definitely.
0:42:07 > 0:42:11- Is it a big thumbs-up, you're happy? - Huge thumbs-up, huge.- Yes.
0:42:11 > 0:42:15- The dream's on its way. David, great to see you.- Thank you very much.
0:42:15 > 0:42:17Lovely to see you, missus.
0:42:17 > 0:42:20- Thank you very much.- Enjoy your bath, good luck in the future.
0:42:20 > 0:42:23- See you, guys. - Thank you, bye.- Bye-bye.
0:42:31 > 0:42:35Well, I think we can safely say we've achieved our goal,
0:42:35 > 0:42:39and that was getting Susie and David's build back on track.
0:42:39 > 0:42:42And I'm telling all cowboy builders out there,
0:42:42 > 0:42:45be on the lookout, because we're on your trail.
0:42:45 > 0:42:48If you've had a problem with builders, and you would like
0:42:48 > 0:42:53to tell your story on Cowboy Trap, please call us or e-mail us.
0:43:04 > 0:43:07Help us round up the cowboys!
0:43:11 > 0:43:14Subtitles by Red Bee Media Ltd