0:00:06 > 0:00:08I'm on the road, yet again in search of shoddy work
0:00:08 > 0:00:11carried out by cowboy builders.
0:00:11 > 0:00:17It's not safe. This could have fell through and hurt somebody.
0:00:17 > 0:00:20Cowboy builders do not stop at county boundaries.
0:00:20 > 0:00:24They hunt far and wide for their next victim, so watch out,
0:00:24 > 0:00:27they could be knocking on your door very soon.
0:00:27 > 0:00:34As it stands, it's just worthless and it's just...dragging me down.
0:00:34 > 0:00:37It's time to put a stop to their unscrupulous scams.
0:00:37 > 0:00:41They make empty promises, they destroy people's homes
0:00:41 > 0:00:43and take your hard-earned cash.
0:00:43 > 0:00:47In short, they ruin people's lives.
0:00:47 > 0:00:50Can you believe that? Ross, stop what you're doing
0:00:50 > 0:00:54because otherwise you're going to join us in this living room!
0:00:54 > 0:00:58I'm on the hunt for Britain's cowboy builders,
0:00:58 > 0:01:02exposing the botched work and shady tactics of these dodgy dealers,
0:01:02 > 0:01:07and on a mission to prevent you from falling into the cowboy trap!
0:01:15 > 0:01:19Today, I'm in East Lothian, on the trail of a cowboy builder
0:01:19 > 0:01:21here in bonny Scotland.
0:01:21 > 0:01:24On going over the border, I passed Gretna Green,
0:01:24 > 0:01:27Scotland's very own love town,
0:01:27 > 0:01:30where over 5,000 people a year get married.
0:01:30 > 0:01:32I'm on my way to meet one of those very couples,
0:01:32 > 0:01:37Veronica and Ross Mercer, who got married in Gretna back in 2000.
0:01:37 > 0:01:42Ross and I married at Gretna Green, with Ross' mum and dad
0:01:42 > 0:01:44and our two dogs.
0:01:45 > 0:01:48Nothing unusual about that, you might think,
0:01:48 > 0:01:51until I heard that they had their pet cocker spaniels
0:01:51 > 0:01:54to act as official witnesses at the wedding.
0:01:54 > 0:01:57So it must have been a case of "till death do us bark"
0:01:57 > 0:02:01or "for richer, for paw." Paw, dog, you get it?
0:02:01 > 0:02:02Ah, forget it!
0:02:02 > 0:02:05We absolutely adore our dogs.
0:02:05 > 0:02:10In fact, I'd have more dogs if I didn't have this illness.
0:02:10 > 0:02:13I love dogs!
0:02:14 > 0:02:18Veronica, or "Vee" as she's known, has suffered from severe arthritis
0:02:18 > 0:02:23since she was 15, and is now medically retired.
0:02:23 > 0:02:27Her husband, Ross, works as a security officer
0:02:27 > 0:02:30for the local authority, often working nights,
0:02:30 > 0:02:33leaving Veronica to cope at home on her own.
0:02:33 > 0:02:37Veronica and Ross come from close families.
0:02:37 > 0:02:41Like most couples, they'd like to look after their elderly relatives.
0:02:41 > 0:02:44So, they hatched a plan to create a granny flat
0:02:44 > 0:02:47for Ross' mum and dad to move in with them.
0:02:47 > 0:02:50That seemed like a win-win situation for everyone.
0:02:50 > 0:02:53It'd save money and make life far easier.
0:02:53 > 0:02:59The dream really, was for my parents to eventually move in.
0:02:59 > 0:03:04The upstairs would be a sitting room and their bedroom.
0:03:04 > 0:03:08Obviously they would have the en-suite for their toilet.
0:03:08 > 0:03:10Downstairs we would occupy.
0:03:10 > 0:03:15Obviously, we would have meals together.
0:03:15 > 0:03:20Er, but the main aim was to look after Veronica and vice versa,
0:03:20 > 0:03:23with my parents, while I was working.
0:03:23 > 0:03:28The idea was to convert the loft space into a self-contained area,
0:03:28 > 0:03:32with some privacy, and yet still be in a main part of the house.
0:03:32 > 0:03:37It made perfect sense so Veronica and Ross set about getting the project started.
0:03:37 > 0:03:41The couple already had one quote
0:03:41 > 0:03:45but then a friend recommended a local builder. By sheer coincidence,
0:03:45 > 0:03:48this builder's parents also lived across the road
0:03:48 > 0:03:52so they thought they'd be in safe hands.
0:03:52 > 0:03:56He gave us a quotation and we had already another quotation
0:03:56 > 0:04:01from another builder, and he was obviously the cheapest
0:04:01 > 0:04:03and we went for the cheaper one.
0:04:04 > 0:04:09Beware - the cheapest price isn't usually for the best work
0:04:09 > 0:04:11so take a tip from me.
0:04:11 > 0:04:13Get at least three quotes
0:04:13 > 0:04:17so you can judge whether you're getting a fair price.
0:04:20 > 0:04:23You'll risk adding extra cost later down the line
0:04:23 > 0:04:26if the work is substandard.
0:04:26 > 0:04:31When Veronica and Ross received their builder's quote,
0:04:31 > 0:04:36it was the cheapest but they felt reassured because he'd come recommended.
0:04:36 > 0:04:39Their dream was for a loft conversion to create
0:04:39 > 0:04:43a bedroom with en-suite bathroom and a sitting room with a walk-in wardrobe,
0:04:43 > 0:04:47so Ross' parents could move in with them.
0:04:47 > 0:04:51This would be mutually beneficial, so Veronica could care for them
0:04:51 > 0:04:54and they could look after her when she needed.
0:04:54 > 0:04:58The builder quoted £31,000
0:04:58 > 0:05:01so the Mercers decided to remortgage their home
0:05:01 > 0:05:03to finance the project.
0:05:03 > 0:05:06They agreed to pay cash in stages throughout the job
0:05:06 > 0:05:10and the builder said he would complete all the relevant paperwork.
0:05:10 > 0:05:15He asked for cash in hand, every fortnight, I think it was,
0:05:15 > 0:05:20like instalments, which we were quite happy to give.
0:05:20 > 0:05:25Parents stay opposite, so to me, I thought,
0:05:25 > 0:05:29"Well, he does a bad job, the whole village will hear about it."
0:05:29 > 0:05:34The job began in October 2004 and in no time at all,
0:05:34 > 0:05:36the work was looking great.
0:05:36 > 0:05:39I used to pop home at lunchtimes, you know,
0:05:39 > 0:05:43cos it was quite exciting, seeing our staircase going in.
0:05:43 > 0:05:49Two months later, work was complete and on the surface, the job looked great.
0:05:49 > 0:05:51The carpets were laid and the furniture in,
0:05:51 > 0:05:56so Ross' parents started packing, ready to move.
0:05:56 > 0:05:58But shortly after the builder left,
0:05:58 > 0:06:02Veronica and Ross began hearing strange noises coming from the loft conversion
0:06:02 > 0:06:04and the cracks began to show.
0:06:04 > 0:06:08We knew there was something wrong when we stood on the floor
0:06:08 > 0:06:10because the floor was...
0:06:10 > 0:06:16If it's new wood and everything's been bolted down, you should not hear anything at all.
0:06:16 > 0:06:17You can hear everything!
0:06:19 > 0:06:22But the Mercers had faith in their builder's workmanship
0:06:22 > 0:06:24so didn't think too much of it.
0:06:24 > 0:06:28At the time, Ross had been working in the admin department
0:06:28 > 0:06:31of the local building control office
0:06:31 > 0:06:35so he thought he'd check with a co-worker about his outstanding paperwork.
0:06:35 > 0:06:43I went up to a senior colleague and said, "Here, I've not got my completion certificate yet."
0:06:44 > 0:06:49She says, "Ross, we didn't even know you'd started your work!"
0:06:50 > 0:06:54Veronica and Ross immediately called in a building inspector.
0:06:54 > 0:06:58Their builder had tried to conceal his second-rate work
0:06:58 > 0:07:00but once the inspector scratched the surface,
0:07:00 > 0:07:03they discovered some shocking surprises.
0:07:03 > 0:07:07Not only were there cracks in the ceiling downstairs
0:07:07 > 0:07:09and movement in the new floor upstairs,
0:07:09 > 0:07:13but the beams that were supposed to support this new floor were missing,
0:07:13 > 0:07:17making it extremely unsafe.
0:07:17 > 0:07:21And...his words, weren't they? In 40 years of doing it...
0:07:21 > 0:07:2940 years of building work, he has never seen anything like it in his entire life.
0:07:30 > 0:07:34The Mercers had handed over their full quote of 31 grand
0:07:34 > 0:07:36for their loft conversion.
0:07:36 > 0:07:38They were left with an unusable attic space
0:07:38 > 0:07:41which lacked the vital support joists,
0:07:41 > 0:07:45making it too dangerous to live in. Worse still,
0:07:45 > 0:07:50without the essential building completion certificate, their home is virtually unsellable.
0:07:52 > 0:07:54The beams have not been strengthened
0:07:54 > 0:08:00and also, beams haven't been put in where they should have been put in
0:08:00 > 0:08:04so therefore our ceilings are bowing
0:08:04 > 0:08:08- and some ceilings are cracking. - It's just not safe.
0:08:08 > 0:08:10It's just not safe.
0:08:10 > 0:08:13The movement in the faulty floor upstairs
0:08:13 > 0:08:18is having a knock-on effect downstairs, where the cracks will only get worse.
0:08:18 > 0:08:24This was the first crack that started to appear,
0:08:24 > 0:08:27which leads right across
0:08:27 > 0:08:31and it goes right through the staircase.
0:08:31 > 0:08:36As you go along, we come to another problem here.
0:08:36 > 0:08:41It started cracking right down and right at the front door,
0:08:41 > 0:08:45which is quite worrying. That's the end of the roof,
0:08:45 > 0:08:51and that's cracking right along... That's a worrying sign.
0:08:51 > 0:08:54This wretched rogue builder didn't just leave the Mercers
0:08:54 > 0:08:59with a lousy loft conversion. He's left them out of pocket,
0:08:59 > 0:09:03to the tune of 31 grand. Veronica and Ross are in utter despair.
0:09:03 > 0:09:07I feel as if I'm to blame
0:09:07 > 0:09:13because I told the man, "Could you please come and do the job?"
0:09:13 > 0:09:15I honestly believed in him.
0:09:17 > 0:09:19And he's ruined my life.
0:09:19 > 0:09:22He's made me ten times worse...
0:09:25 > 0:09:28..with my illness.
0:09:30 > 0:09:33And just the thought of it makes me sick.
0:09:33 > 0:09:38He's actually nearly ruined my marriage, family life,
0:09:38 > 0:09:42all because of what he's done upstairs.
0:09:42 > 0:09:45Their attic agony is made worse
0:09:45 > 0:09:49because Ross' parents, Norma and John, couldn't move in as planned.
0:09:49 > 0:09:54What's more, John had his suspicions from the very start.
0:09:54 > 0:09:59My husband, from day one, was not too keen.
0:09:59 > 0:10:02For some unknown reason, he just was not too keen.
0:10:02 > 0:10:06I'm intrigued, John, what was your sixth sense there,
0:10:06 > 0:10:10- that you thought, "This guy isn't quite right."- I was in the front garden when he arrived.
0:10:10 > 0:10:16Vee said to me, "There's the builder that's going to do the conversion."
0:10:16 > 0:10:20I looked, there was nothing on the van.
0:10:20 > 0:10:23I thought, "Oh no..."
0:10:23 > 0:10:26- There was no livery on the van, it was a plain van?- Plain white van.
0:10:26 > 0:10:32Just an old rickety van. I said, "I don't know, I think that's wrong, don't take him."
0:10:32 > 0:10:35- Did you voice that at the time?- Yes!
0:10:35 > 0:10:39- And it caused Vee to be upset. - Vee has been upset from day one,
0:10:39 > 0:10:46since that happened because she was the one that got him, she got him employed to do the job.
0:10:46 > 0:10:47And she blames herself.
0:10:47 > 0:10:49Did you, in the back of your mind, think,
0:10:49 > 0:10:53"Well, maybe I was wrong in my first impression"
0:10:53 > 0:10:59- or did you still have that same impression, that this guy was wrong? - Yes.- Still had it.
0:10:59 > 0:11:04But isn't it hard, when you're talking to your daughter-in-law and your son, going...
0:11:04 > 0:11:07Cos sometimes you don't want to say things like that, for fear...
0:11:07 > 0:11:11I'm frightened to say it now, because she bursts out crying,
0:11:11 > 0:11:15- because she knows she got them to do the job.- She blames herself.
0:11:15 > 0:11:20'The Mercers have been tormented by their unusable upstairs space
0:11:20 > 0:11:21'for far too long.
0:11:21 > 0:11:26'I'm here to see how they got into such a state
0:11:26 > 0:11:29'and find out what we can do to help put them back on the right track.'
0:11:33 > 0:11:35DOG BARKS
0:11:35 > 0:11:38- Morning, Clive!- How are you? Are you Veronica?
0:11:38 > 0:11:42- Yes, I'm Veronica. - And you must be Ross.
0:11:42 > 0:11:46How are you, son? I hear you've had problems with cowboy builders.
0:11:46 > 0:11:49- Yes, we have.- Do you mind me having a look?- Please come in.
0:11:49 > 0:11:52I'll nip upstairs and come and fetch you in a bit.
0:11:52 > 0:11:56'It's going to be tricky, seeing the problems initially
0:11:56 > 0:11:58'because they're structural, not cosmetic.
0:11:59 > 0:12:02'First, to the right, is the lounge.'
0:12:09 > 0:12:12Floor's a little bit creaky.
0:12:14 > 0:12:16Problems there.
0:12:16 > 0:12:20'On the left of the house, on the other side of the stairs,
0:12:20 > 0:12:22'is the bedroom.'
0:12:22 > 0:12:26I think it's going to be a case of peeling back the layers again
0:12:26 > 0:12:31because to all intents and purposes, you can't see much from the outside.
0:12:31 > 0:12:35You can certainly see that there, as you move along the carpet,
0:12:35 > 0:12:39it rises and then it drops,
0:12:39 > 0:12:43so you've got a curvature there for some reason.
0:12:43 > 0:12:47'This walk-in wardrobe is just off the bedroom.'
0:12:47 > 0:12:50It's a case of peeling it all back
0:12:50 > 0:12:54and checking out where the problems lie. It's not on the surface, that's for sure.
0:12:54 > 0:12:57Another inspection hole been created there.
0:12:58 > 0:13:02Huh... Plastic microball pipe work.
0:13:04 > 0:13:07'It seems that the main problems are hidden away
0:13:07 > 0:13:12'so I've asked homeowner Ross to show me where he's found the main attic aggravation.'
0:13:12 > 0:13:17- Have you had a structural engineer in, take a look?- Yes, we have.
0:13:17 > 0:13:22This is why this inspection hole was created.
0:13:22 > 0:13:25We had to make three inspection holes.
0:13:25 > 0:13:30And I take it it was because of the way the joists were running.
0:13:30 > 0:13:35What have they found out about the joists, about the base of the floor?
0:13:35 > 0:13:38The chap did swear quite a lot and said
0:13:38 > 0:13:45never, in his 40 years of surveying, had he seen such a bosh job.
0:13:45 > 0:13:48Right, OK, so we need to try and get a closer look
0:13:48 > 0:13:54as to what he's calling the worst bodge job he's seen in 40 years.
0:13:54 > 0:13:58Now, this floor seems well dodgy.
0:13:58 > 0:14:02What happens when you're walking on this floor, is there any effect downstairs?
0:14:02 > 0:14:05- The light fitting actually moves. - Does it?- Yes!
0:14:05 > 0:14:07Where do you have to stand to do that?
0:14:07 > 0:14:09- Round about there.- Round about here.
0:14:09 > 0:14:13So somewhere about there. Tell you what, do us a favour, Ross.
0:14:13 > 0:14:15Do you mind just moving up and down on that?
0:14:15 > 0:14:19I want to go and see if it moves the light fitting.
0:14:19 > 0:14:21Come on, let's go and have a look.
0:14:22 > 0:14:24CREAKING
0:14:24 > 0:14:28Can you believe that? Ross, stop what you're doing
0:14:28 > 0:14:32because otherwise you're going to join us in this living room!
0:14:32 > 0:14:36That is really nuts!
0:14:36 > 0:14:38Ah, come on, that's no good.
0:14:38 > 0:14:43We've got to go and shut that area off, nobody can go up there any more.
0:14:46 > 0:14:50Later, I'll be speaking to the Mercers' structural engineer
0:14:50 > 0:14:53to get his opinion on the bad builder's interpretation
0:14:53 > 0:14:55of the original plans.
0:14:55 > 0:14:59They've just stripped back to the carcass, relined it out and made it look pretty.
0:14:59 > 0:15:01They haven't done any of the structural strengthening.
0:15:01 > 0:15:07And the Mercers' sorry tale takes another cruel twist.
0:15:07 > 0:15:12And the ludicrous thing is, they took us to the small claims court,
0:15:12 > 0:15:14our own solicitors.
0:15:14 > 0:15:16- Took YOU to the small claims court? - Yes.
0:15:16 > 0:15:23- I had to stand in the dock with all the criminals and everything that was waiting to be tried.- Wow.
0:15:26 > 0:15:31Veronica and Ross' dream was to create a granny flat
0:15:31 > 0:15:35for Ross' parents. Converting their loft would give Norma and John
0:15:35 > 0:15:37a bedroom with en-suite bathroom and sitting room.
0:15:37 > 0:15:42Their brazen builder took £31,000
0:15:42 > 0:15:46and left them with a job that may look fine on the surface
0:15:46 > 0:15:50but this appalling attic space is too dangerous to live in.
0:15:50 > 0:15:54We need to get them help before someone gets hurt.
0:15:54 > 0:15:57I've called in local Building Standards Officer Vicky.
0:15:57 > 0:15:59Veronica and Ross called Vicky to inspect the job
0:15:59 > 0:16:02when they first realised they had a problem.
0:16:02 > 0:16:06So she's come back to talk me through what happened.
0:16:06 > 0:16:09Walking into the property, there were certain signs
0:16:09 > 0:16:11that there was obvious structural implications.
0:16:11 > 0:16:14A full inspection was carried out, works were noted
0:16:14 > 0:16:19that weren't perhaps...that were obvious there were signs there was going to be problems,
0:16:19 > 0:16:23so it was advised the clients obtain a structural assessment of the works
0:16:23 > 0:16:28to be forwarded to our department. There was excessive cracking throughout the property,
0:16:28 > 0:16:30particularly in the mid-floor construction,
0:16:30 > 0:16:32which is the ground-floor ceiling.
0:16:32 > 0:16:35When I carried out the inspection, there was a lot of movement
0:16:35 > 0:16:37within what would be the first floor.
0:16:37 > 0:16:41There was beams designed to be in place by the structural engineer
0:16:41 > 0:16:44- that weren't found to be there. - So the steels were there
0:16:44 > 0:16:48on the plan but the builder decided to neglect
0:16:48 > 0:16:51to either look at that plan
0:16:51 > 0:16:56or take common sense and go, "Actually, this area now
0:16:56 > 0:17:00"is not for old boxes and things that we hoard for ever and a day.
0:17:00 > 0:17:03"This is actually going to carry people, beds, etc."
0:17:03 > 0:17:07So we're now at that stage where it's impossible
0:17:07 > 0:17:14if they ever wanted to sell this property, because it's not got sign-off, they couldn't.
0:17:14 > 0:17:18What do they now need to do, in your expert opinion,
0:17:18 > 0:17:19to get that completed?
0:17:19 > 0:17:24We'd advise that they consult with an appropriately qualified structural engineer.
0:17:24 > 0:17:26There was a structural engineer involved
0:17:26 > 0:17:32at the original building work application and we'd advise they seek consultation with him directly.
0:17:32 > 0:17:35Based on his findings, he'd produce a report
0:17:35 > 0:17:39and we'd advise the report findings are put into place in the property,
0:17:39 > 0:17:42in order so as we can issue a certificate of completion.
0:17:42 > 0:17:46Vicky, fantastic to see you, and I'm hoping to get this sorted out
0:17:46 > 0:17:49- with the right team very soon.- OK. - Thank you.
0:17:49 > 0:17:54Before we call in the structural engineer to give us his advice,
0:17:54 > 0:17:59I want to find out how the Mercers have ended up in such a fix.
0:17:59 > 0:18:03Where was the funds going to be coming from, Vee?
0:18:03 > 0:18:06What we did was we remortgaged the house
0:18:06 > 0:18:10- and got a second mortgage. - Did your mortgage arranger
0:18:10 > 0:18:15tell you exactly what the finished payment would be by the time your mortgage had finished?
0:18:15 > 0:18:20They probably did but we were just that excited about being accepted,
0:18:20 > 0:18:26- having these funds ready, just... - It's strange, isn't it, because you've got this dream...
0:18:26 > 0:18:29- Yes.- We had the dream.- Everything else doesn't matter.
0:18:29 > 0:18:33So when was the first alarm bell then?
0:18:33 > 0:18:35They started on the third week in October,
0:18:35 > 0:18:37finished on Christmas Eve
0:18:37 > 0:18:40and when I passed the local council,
0:18:40 > 0:18:47went in, saw a friend and said, "How do I go about getting my completion certificate?"
0:18:47 > 0:18:52She checked her computer and of course, the five slips of paper
0:18:52 > 0:18:56that come with your building warrant, he hadn't put in one.
0:18:56 > 0:19:00These are stage tickets. So he does a certain stage,
0:19:00 > 0:19:03hands a ticket in, they come and do the inspection.
0:19:03 > 0:19:06And he hadn't handed in. They had no notification
0:19:06 > 0:19:08that any work had been started at all.
0:19:08 > 0:19:12When I knew that was the case,
0:19:12 > 0:19:16I contacted the building control officer dealing with our case,
0:19:16 > 0:19:20er, immediately and said, "Look, can you come out as soon as?"
0:19:20 > 0:19:24Building control is a service provided by your local authority
0:19:24 > 0:19:28to ensure building works comply with building regulations.
0:19:33 > 0:19:36Ultimately, it's your responsibility,
0:19:36 > 0:19:39so contact building control at each stage of your build
0:19:39 > 0:19:43to make sure they're up to date with your progress.
0:19:46 > 0:19:51Unfortunately, the Mercers put their faith in the troublesome tradesman
0:19:51 > 0:19:54and have paid the price.
0:19:54 > 0:20:01How do you feel then, at that moment in time, when the shock hits?
0:20:01 > 0:20:03Numb...
0:20:03 > 0:20:06and how do I tell my wife?
0:20:06 > 0:20:11I was just going to say that. How do you walk back in to your home
0:20:11 > 0:20:18- and tell Vee what the score is? - I felt a failure...
0:20:18 > 0:20:21as any man would.
0:20:21 > 0:20:25- Did you feel you'd let Vee and the family down?- Yes, yes.
0:20:25 > 0:20:31And I knew there'd be humongous repercussions, arguments, tears.
0:20:31 > 0:20:36And to this day, there are still tears and arguments.
0:20:36 > 0:20:42Vee, Ross comes home and he says to you,
0:20:42 > 0:20:46"I've got some news." What was that like?
0:20:46 > 0:20:49Just...I can't, I don't believe you.
0:20:49 > 0:20:51I said, "I really can't believe you."
0:20:53 > 0:20:56Just couldn't believe somebody would do that.
0:20:56 > 0:21:00- So that excitement and the dream... - It's gone
0:21:00 > 0:21:04because without that,
0:21:04 > 0:21:10there is no...nothing worth it, it's nil.
0:21:10 > 0:21:15Still devastated by this alarming information,
0:21:15 > 0:21:20the Mercers discovered that the cost of the remedial work was up to 20 grand.
0:21:20 > 0:21:24So they decided to take legal action against their bungling builder.
0:21:24 > 0:21:28So again, this is something you had to consider,
0:21:28 > 0:21:30was bringing in a solicitor and taking this guy to court,
0:21:30 > 0:21:34regardless at this stage, you didn't know what assets this guy had got.
0:21:34 > 0:21:39He can quite easily toss away his company name and create another one.
0:21:39 > 0:21:41We just didn't give that a thought,
0:21:41 > 0:21:46we thought, "We'll go down the right line and get a solicitor involved."
0:21:46 > 0:21:50The remedial plan stated between 15,000 and 20,000.
0:21:50 > 0:21:55None of the family had 15,000 or 20,000
0:21:55 > 0:21:58and it's a catch-22 because the bank would not lend you the money
0:21:58 > 0:22:01because you haven't got a completion certificate.
0:22:01 > 0:22:02Correct.
0:22:02 > 0:22:06Like many who find themselves in this situation,
0:22:06 > 0:22:09the Mercers turned to legal action to recover their costs
0:22:09 > 0:22:11but take my advice...
0:22:14 > 0:22:17Solicitors' fees can quickly mount up.
0:22:23 > 0:22:31Sadly for Veronica and Ross, even winning your case doesn't mean you're going to get your money back.
0:22:31 > 0:22:33Did the case ever come to court?
0:22:33 > 0:22:39It came to court and we won £20,000 plus expenses.
0:22:39 > 0:22:42And we are sitting here with nothing.
0:22:43 > 0:22:46We got no money back.
0:22:46 > 0:22:50Their despicable builder declared himself bankrupt
0:22:50 > 0:22:52so they couldn't get a penny.
0:22:54 > 0:22:57What about your own solicitor's fees?
0:22:57 > 0:23:01- 17,000.- By the end of that,
0:23:01 > 0:23:08we were advised that if we wanted our 20,000 plus expenses,
0:23:08 > 0:23:14we would have to start a fresh legal action against him
0:23:14 > 0:23:17which we were not prepared to do.
0:23:17 > 0:23:22And we were still due about £2,800.
0:23:22 > 0:23:29And the ludicrous thing is, they took us to the small claims court, our own solicitors.
0:23:29 > 0:23:33- Took YOU to the small claims court. - Yes, I had to stand in the dock,
0:23:33 > 0:23:39- with all the criminals and everything that was waiting to be tried.- Wow.
0:23:39 > 0:23:42And today, I'm still paying for that.
0:23:42 > 0:23:46The Mercers have now forked out almost £50,000
0:23:46 > 0:23:49between their builder and solicitor.
0:23:49 > 0:23:51And they're still no further forward.
0:23:51 > 0:23:56I really want to try and help them deal with their attic anguish.
0:23:57 > 0:24:05I want to try, if I can, and relieve the sadness and the pressure from you.
0:24:05 > 0:24:08I really do want to do that.
0:24:08 > 0:24:10What could we do for you, Vee?
0:24:10 > 0:24:15Just...I would really just like to put it right,
0:24:15 > 0:24:21just...enough to get my building worth some money.
0:24:21 > 0:24:25You know, a completion certificate.
0:24:25 > 0:24:30Because as it stands, it's just worthless
0:24:30 > 0:24:34and it's just...dragging me down.
0:24:34 > 0:24:39Well, we're here with the good guys and we're going to start sorting it out for you.
0:24:39 > 0:24:43I just... It would be like ...a miracle happening,
0:24:43 > 0:24:45- that's all I can say.- It would.
0:24:45 > 0:24:48Well, let's sort that miracle out.
0:24:48 > 0:24:51- Thanks very much.- Thanks very much. - Pleasure.
0:24:51 > 0:24:55'Veronica and Ross have clearly been hit hard by their bad builder.
0:24:55 > 0:24:59'I see a lot of problems caused by cowboys
0:24:59 > 0:25:02'but it's the emotional damage that takes its toll
0:25:02 > 0:25:07'and it's apparent that Veronica is really suffering.'
0:25:07 > 0:25:09Before I put our team of local builders to work,
0:25:09 > 0:25:13I'm taking building inspector Vicky's advice
0:25:13 > 0:25:15and speaking to structural engineer Ken.
0:25:15 > 0:25:18His team has been involved in the work since the planning stage
0:25:18 > 0:25:20before the bodging builder took over,
0:25:20 > 0:25:24so he can advise us on how to proceed.
0:25:24 > 0:25:27Ah, now you must be Ken.
0:25:27 > 0:25:30- Good morning.- How are you, sir? I'm Clive.
0:25:30 > 0:25:33Ken, describe to us what your role is, what your job is?
0:25:33 > 0:25:36My practice was responsible for the structural design
0:25:36 > 0:25:40- of the alterations to this property. - So how do you feel now
0:25:40 > 0:25:43that those design plans have not been followed through?
0:25:43 > 0:25:46We've done the design, we've helped obtain the building warrant.
0:25:46 > 0:25:52Unfortunately, the builder hasn't implemented any of the structural strengthening we required.
0:25:52 > 0:25:56The most graphic illustration is in the ceiling of the lounge
0:25:56 > 0:25:59where there's wide cracks and deflection to the lounge ceiling.
0:25:59 > 0:26:02Even more so when people walk around upstairs.
0:26:02 > 0:26:05There simply has been no strengthening to that floor.
0:26:05 > 0:26:10The floor originally was a ceiling, of course,
0:26:10 > 0:26:14and only supported plasterboard but now it's got to support habitable accommodation.
0:26:14 > 0:26:17In terms of looking at what the builder has done,
0:26:17 > 0:26:19in terms of the joists and everything else,
0:26:19 > 0:26:22what have they done wrong other than putting the steels in?
0:26:22 > 0:26:27They haven't doubled up any of the joists where we've required them to.
0:26:27 > 0:26:30They've simply stripped back to the carcass, relined it out,
0:26:30 > 0:26:33they haven't done any of the structural strengthening.
0:26:33 > 0:26:36Do you think they've tried to hide that away from building control?
0:26:36 > 0:26:39- I think they've tried to conceal it from everybody.- I normally ask
0:26:39 > 0:26:44guys like yourself what mark out of ten you'd give these guys for the work they've carried out.
0:26:44 > 0:26:50I'd categorise that as a very low marking, maybe one or two out of ten.
0:26:51 > 0:26:54Just as I thought, beneath the plaster and the paint,
0:26:54 > 0:26:56there's a whole heap of trouble.
0:26:56 > 0:27:01This is a ticking time bomb, just waiting to erupt in possible disaster.
0:27:01 > 0:27:04I've decided I'm declaring this a danger zone,
0:27:04 > 0:27:05I'm cordoning off the area
0:27:05 > 0:27:10and I'm going to call in the good guys and get this mess sorted out.
0:27:12 > 0:27:16Veronica and Ross are desperate to put an end to their loft hell
0:27:16 > 0:27:21so they're chipping in to get the whole job sorted once and for all.
0:27:21 > 0:27:24Head builder David and his team are ready to start.
0:27:24 > 0:27:29We need to come up with a plan that will cause as little disruption as possible.
0:27:29 > 0:27:32I've asked Building Standards Officer Vicky to join us
0:27:32 > 0:27:35so we're all singing from the same hymn sheet.
0:27:39 > 0:27:43Er, this is David. How are you, David? He's our builder.
0:27:43 > 0:27:47This is Vicky, she's our Building Standards Surveyor for the area.
0:27:47 > 0:27:50Vicky, just explain what is required to put this right.
0:27:50 > 0:27:55We need to have a structural investigation to determine what exactly went on
0:27:55 > 0:27:56in the mid-floor construction.
0:27:56 > 0:28:00Realistically, what we're standing on, should only be for light storage.
0:28:00 > 0:28:02It's not meant for people to be up here.
0:28:02 > 0:28:08We know steels are going to go in to reinforce it, which it should have been in the first place
0:28:08 > 0:28:11but have you got any other idea what might be required?
0:28:11 > 0:28:14What has to happen is now that you've got a floor down,
0:28:14 > 0:28:18there's not much we can do apart from if we lifted the whole floor.
0:28:18 > 0:28:22That's not going to happen at this stage. We need to make minimum mess.
0:28:22 > 0:28:27What we now need to do is we'll take out small sections of the wall here,
0:28:27 > 0:28:29to allow beams to go round the back.
0:28:29 > 0:28:33The beams are then going to be carried from wall-head to wall-head
0:28:33 > 0:28:36which is going to be a beam there and a beam there
0:28:36 > 0:28:37which now is the new span.
0:28:37 > 0:28:42We'll then hang joist hangers down from the steel beams which means
0:28:42 > 0:28:45it's a shorter span which is going to suffice.
0:28:45 > 0:28:50- Therefore, where Vicky's concerned, she'll be able to hand over that completion certificate.- Correct.
0:28:52 > 0:28:56Coming up, will Veronica's bungling builder have any answers
0:28:56 > 0:28:57to her questions?
0:28:57 > 0:29:01How could you leave us in such a mess?
0:29:01 > 0:29:06I've got a feeling the Mercers are going to reach lofty heights of happiness
0:29:06 > 0:29:09when I show them what the good guys can achieve.
0:29:09 > 0:29:15- I really cannot believe it! - It's amazing.- Honestly...
0:29:19 > 0:29:21In Pencaitland, East Lothian,
0:29:21 > 0:29:25Veronica and Ross Mercer stumbled into the cowboy trap
0:29:25 > 0:29:28when they called in a builder to convert their loft.
0:29:28 > 0:29:30They wanted an extra bedroom,
0:29:30 > 0:29:35en-suite and sitting room for Ross' parents to move in, so they could look after each other.
0:29:35 > 0:29:39They had paid their cowboy builder £31,000
0:29:39 > 0:29:45and were left with an unsafe attic space and 17 grand of legal fees.
0:29:45 > 0:29:48It's now long after Ross' mum and dad were due to move in
0:29:48 > 0:29:54but Norma and John still feel the disappointment of their dashed dream.
0:29:54 > 0:29:59What sort of effect do you think it's generally had on them
0:29:59 > 0:30:01and on yourselves?
0:30:01 > 0:30:06Well, on them there's been tears, there's been disillusion,
0:30:06 > 0:30:09there's been loads of things, upsets.
0:30:09 > 0:30:14For us, again the same. Really disappointed it hasn't worked out.
0:30:14 > 0:30:19For six years, to have everything on hold, your decor, your home,
0:30:19 > 0:30:22arguments, tears...
0:30:22 > 0:30:25The whole Mercer family deserve a decent break.
0:30:25 > 0:30:29Our team of builders are beavering away to transform their attic space
0:30:29 > 0:30:32into the loft conversion they dreamed of.
0:30:32 > 0:30:36We started by emptying the place out, getting all the carpets up,
0:30:36 > 0:30:41and the first thing we had to do was to make sure we move all the plasterboard from here,
0:30:41 > 0:30:44all the insulation and all the insulation behind it
0:30:44 > 0:30:46because we have all the steel going in.
0:30:46 > 0:30:51The reason the steel's going in is we can see four joists originally
0:30:51 > 0:30:57were meant to be doubled up. As you can see, the size of these is very small.
0:30:57 > 0:31:01So what we're now changing it from is we're putting steel beams in,
0:31:01 > 0:31:04bolted on to this wall, sitting onto a padstone at that end.
0:31:09 > 0:31:13Padstones, or concrete blocks, are put in to support the new steel beams
0:31:13 > 0:31:17and keep the family safe and the structure sound.
0:31:17 > 0:31:20The aim was to put them all in from above
0:31:20 > 0:31:24but now two of the padstones must be installed from below,
0:31:24 > 0:31:26in the main bedroom.
0:31:26 > 0:31:29So sadly, it's going to cause Veronica and Ross
0:31:29 > 0:31:31a bit more disruption than we planned.
0:31:31 > 0:31:38Basically, we've just been told they're going in to our bedroom
0:31:38 > 0:31:45and the kitchen, so really it's all the whole attic floor.
0:31:45 > 0:31:53What was three steel beams is now inevitably going to be even more.
0:31:53 > 0:31:56So it's going to be a more complex job.
0:31:58 > 0:32:01Veronica is already feeling extremely fragile
0:32:01 > 0:32:04and this unexpected chaos in the couple's bedroom
0:32:04 > 0:32:06has been hard to handle.
0:32:07 > 0:32:11My wife has had to go out after she was told this.
0:32:11 > 0:32:17Er...it really is a nightmare, but the only good thing is
0:32:17 > 0:32:19this nightmare's going to finish, hopefully.
0:32:19 > 0:32:25David and his boys will soon have the Mercers feeling on top of the world again,
0:32:25 > 0:32:28with their loft conversion looking like it should have
0:32:28 > 0:32:30in the first place.
0:32:30 > 0:32:35This is a good example of the vital work that usually goes unseen
0:32:35 > 0:32:38when you get the right builders on the job.
0:32:39 > 0:32:44I want to help Veronica stop feeling so guilty about this sorry saga
0:32:44 > 0:32:48and put their seven years of gripes and grievances
0:32:48 > 0:32:50to their bodging builder.
0:32:51 > 0:32:56If you had an opportunity to speak to him, say two or three questions,
0:32:56 > 0:32:57what would they be?
0:32:57 > 0:33:03Well, the first one would be, how could you leave us in such a mess?
0:33:03 > 0:33:11The same ones, really. Why did you breach building control regulations?
0:33:11 > 0:33:16Which is really important because it left you in danger, really.
0:33:16 > 0:33:20- The last thing I'd really like to know...- And the most important...
0:33:20 > 0:33:25And the most important is, why did you not pay us the money you owe us?
0:33:25 > 0:33:29- You won in court, didn't you? - We won.- He didn't even turn up.
0:33:29 > 0:33:33I'm going to give you an opportunity now to actually call
0:33:33 > 0:33:38and give him an opportunity of a right of reply. Are you ready...
0:33:38 > 0:33:44- Absolutely.- ..Veronica, to do this? - Absolutely.- OK. So here we go.
0:33:45 > 0:33:47PHONE RINGS
0:33:47 > 0:33:48Nobody's answering.
0:33:52 > 0:33:55- Nobody's answering at the moment. - No, not a thing.
0:33:55 > 0:33:57- It's no surprise to me.- Not at all. - No.
0:33:57 > 0:34:02'When our team spoke to the builder, he refused to comment.'
0:34:02 > 0:34:07Unfortunately, it seems the Mercers' questions will remain unanswered.
0:34:07 > 0:34:11But I'm sure that seeing their lovely new loft
0:34:11 > 0:34:15will help Veronica and Ross to put their attic agony behind them.
0:34:15 > 0:34:17First, I want to catch up with head builder David
0:34:17 > 0:34:20to check on progress.
0:34:20 > 0:34:22- All done, inside?- Yes, yes.
0:34:22 > 0:34:26- We've decorated downstairs as well as upstairs.- This is the thing.
0:34:26 > 0:34:30I always say this about the good guys, they're always prepared to go the extra mile.
0:34:30 > 0:34:34- Extra mile, that's for sure.- In this case, probably an extra ten miles!
0:34:34 > 0:34:39- But at least it's now completed. - It probably should have been done a bit different, to be honest.
0:34:39 > 0:34:42What we've had to do is a lot of steelwork
0:34:42 > 0:34:44which is an afterthought.
0:34:44 > 0:34:47What we've done is steelwork to try and do it
0:34:47 > 0:34:49without stripping everything out.
0:34:49 > 0:34:55- Almost like trying to put your underpants on without taking your jeans off!- Exactly. Like Superman!
0:34:55 > 0:34:57It's a tricky old job, isn't it?
0:34:57 > 0:35:00At least now, I'm sure Ross and Veronica and everyone will be happy
0:35:00 > 0:35:03that they're safe. They've also had
0:35:03 > 0:35:05a brilliant team of guys in there to do the job.
0:35:05 > 0:35:09It just shows, they are out there, all you've got to do is research and you'll find them.
0:35:09 > 0:35:12People like David and the team. Well played, sir.
0:35:12 > 0:35:17- Great to meet you.- No worries. - Thank you very much for the work you've done.
0:35:17 > 0:35:21Now that David and his team have finished working their magic,
0:35:21 > 0:35:23we've called in building control.
0:35:23 > 0:35:27Vicky's been monitoring the work throughout
0:35:27 > 0:35:30but her colleague, John, has come today to inspect the work
0:35:30 > 0:35:34and hopefully issue that all-important completion certificate.
0:35:34 > 0:35:38- Ah, here he is. All right, John? - How are you doing, Clive?
0:35:38 > 0:35:42You're surveying now... Good to see you.
0:35:42 > 0:35:45You're surveying but it feels a whole heap different
0:35:45 > 0:35:49to what it did when we first arrived.
0:35:49 > 0:35:52Obviously the changes have happened now, have been made.
0:35:52 > 0:35:54What are your feelings?
0:35:54 > 0:35:56They got the amendment to warrant through the engineer,
0:35:56 > 0:36:00they've done it properly this time, we've inspected as it went along,
0:36:00 > 0:36:03rather than not being involved previously,
0:36:03 > 0:36:08so we're happy to sign off and in fact, we have the completion certificate to hand over to you.
0:36:08 > 0:36:11- Have you got it now?- We have. - Do you mind if I have a look at it?
0:36:11 > 0:36:14- No problem at all.- Cos this is...OK.
0:36:14 > 0:36:19- So, East Lothian Council... - And the certificate's over.
0:36:19 > 0:36:24OK. This is just going to be such a weight lifted off
0:36:24 > 0:36:28- Veronica and Ross' shoulders. - They've been through a lot of trauma.
0:36:28 > 0:36:32They have been through a lot of trauma. Really appreciate your efforts!
0:36:32 > 0:36:34- It was a pleasure.- Cheers, John.
0:36:34 > 0:36:38I can't wait to share this exciting news with the Mercers.
0:36:38 > 0:36:43Our top team of builders have produced a fantastic finish
0:36:43 > 0:36:46so all I need to do now is see if Veronica and Ross
0:36:46 > 0:36:50are ready to see their lofty new addition.
0:36:50 > 0:36:56- Are you sitting comfortably?- Yes, definitely.- Then I'll begin.
0:36:56 > 0:36:58I've had a quick nosy round.
0:36:58 > 0:37:02So, are you ready to come see what the good guys have done?
0:37:02 > 0:37:06- Yes, definitely.- We're absolutely ready.- Definitely.
0:37:06 > 0:37:10Good, cos I can't wait to show you. Let's not waste another second.
0:37:10 > 0:37:14- Let's rock 'n' roll. After you, Ross.- Thank you very much.
0:37:14 > 0:37:16- Veronica.- Thank you.
0:37:26 > 0:37:28- No cracks!- No cracks.
0:37:28 > 0:37:31Oh my goodness!
0:37:31 > 0:37:35- It's brand new, that's all I can say.- It's fantastic, isn't it?
0:37:35 > 0:37:40- It makes such a difference. Nice clean lines.- Fabulous.
0:37:40 > 0:37:45The most important thing was going on upstairs, so are you ready
0:37:45 > 0:37:49- to go in, take a look and see what's been happening up there?- Can't wait.
0:37:49 > 0:37:53- Yes.- Absolutely.- OK. After you then, young Ross.- Certainly.
0:37:58 > 0:38:01The Mercers' dream was for Ross' parents to share their home
0:38:01 > 0:38:02and their lives.
0:38:02 > 0:38:07A huge amount of work has gone into making this loft safe
0:38:07 > 0:38:10but the evidence is concealed behind those fabulous finishes.
0:38:10 > 0:38:16The worrying wooden beams are now supported by sturdy steel joists
0:38:16 > 0:38:19and the attic area is ready to live in.
0:38:19 > 0:38:23We've helped get the rooms the way they want
0:38:23 > 0:38:25which has involved a radical redesign.
0:38:25 > 0:38:28The room that had the bed is now the new living room.
0:38:28 > 0:38:30Oh, wow!
0:38:35 > 0:38:37What a difference!
0:38:37 > 0:38:41- The floor!- The floor as well.
0:38:41 > 0:38:45- Oh my...- You've got laminate floor down.- ..goodness!
0:38:45 > 0:38:50- You had carpet before, if you remember.- I can walk on the floor!
0:38:50 > 0:38:53- No creaking!- Oh my goodness.
0:38:53 > 0:38:58- No creaking.- I'll not be frightened to walk on it anyway.
0:38:58 > 0:39:04- That's fabulous.- There's one thing I do want to show you further in here.
0:39:04 > 0:39:09Just have a quick go inside your walk-in wardrobe.
0:39:10 > 0:39:13Oh my goodness!
0:39:13 > 0:39:16Oh, it's fabulous!
0:39:18 > 0:39:20That's fabulous!
0:39:20 > 0:39:24It's beautiful. Honestly...
0:39:24 > 0:39:26Super, absolutely super.
0:39:26 > 0:39:30'And across the stairwell, to the right of the house
0:39:30 > 0:39:36'the former sitting room is now the master bedroom with en-suite.'
0:39:36 > 0:39:38Oh my...
0:39:39 > 0:39:41Look at this!
0:39:43 > 0:39:44SHE GASPS
0:39:44 > 0:39:46Wow!
0:39:47 > 0:39:52- That's like something out of a designer shop!- That's what I said.
0:39:52 > 0:39:56I'm really, really speechless.
0:39:56 > 0:40:00I think my parents are going to be very, very happy.
0:40:03 > 0:40:08I really cannot believe it. Honestly.
0:40:08 > 0:40:11- Beautiful.- Brilliant, eh?
0:40:11 > 0:40:14- Beautiful.- It's just...
0:40:14 > 0:40:17just so great to be able to live in it.
0:40:18 > 0:40:23When you think about it, these builders have done a cracking job.
0:40:23 > 0:40:26Are you chuffed, on a scale of one to ten?
0:40:26 > 0:40:28- 11.- 15!
0:40:28 > 0:40:32- 15! I'm happy with 15.- Yes, so am I.
0:40:32 > 0:40:35There's a couple of other people I'd like to show.
0:40:35 > 0:40:37Now, I wonder who it is...
0:40:37 > 0:40:40Who are they? Important people in your life.
0:40:40 > 0:40:44It seems we've helped Veronica feel a lot happier with her loft
0:40:44 > 0:40:47but it's Ross' parents who'll be living up here
0:40:47 > 0:40:50so we need to find out if Norma and John approve
0:40:50 > 0:40:53of their new abode.
0:40:53 > 0:40:55This is where you're going to be staying.
0:40:57 > 0:40:59Wonderful!
0:40:59 > 0:41:04Absolutely...wonderful.
0:41:04 > 0:41:06- Goodness me.- Great!
0:41:06 > 0:41:10What a difference! That's great.
0:41:10 > 0:41:13- Superb!- This is home!
0:41:14 > 0:41:16- It's what we wanted from day one... - Yeah.
0:41:16 > 0:41:20- A long time coming.- ..and didn't get. - Seven years.
0:41:20 > 0:41:23It's been worth it, it's been worth it.
0:41:23 > 0:41:26It looks fantastic now, it looks fantastic.
0:41:26 > 0:41:28I'm going to put an extra smile on your face
0:41:28 > 0:41:31because this is an important thing I've got to hand over.
0:41:31 > 0:41:34This is a document from East Lothian Council.
0:41:34 > 0:41:39This is to say that building control have now passed all the works...
0:41:39 > 0:41:44- Fantastic.- ..on the property. I'll hand that to you, Ross.
0:41:44 > 0:41:48- I'll put that in the file. - Absolutely fabulous.
0:41:48 > 0:41:53This is what I used to have a look at and there it is.
0:41:53 > 0:41:57- My goodness.- So, is everybody happy? That's the main thing.
0:41:57 > 0:42:01- Very much so!- You've done a great job.
0:42:01 > 0:42:04It's been an absolute pleasure. Have a nosy round.
0:42:04 > 0:42:09- Good luck, everybody, and I'm so pleased for you all.- Thanks again!
0:42:09 > 0:42:11- Thank you!- Take it easy now.
0:42:11 > 0:42:15- Thank you very much.- Bye!- Bye!
0:42:20 > 0:42:23The colours, everything, it's just wonderful.
0:42:23 > 0:42:28I think you can safely say that Veronica and Ross are well chuffed
0:42:28 > 0:42:31with the job that our good guys have done.
0:42:31 > 0:42:34But I've got a message for all cowboy builders out there.
0:42:34 > 0:42:36The net is closing in.
0:42:36 > 0:42:39If you've had a problem with builders
0:42:39 > 0:42:42and you'd like to tell your story on Cowboy Trap,
0:42:42 > 0:42:43then please call us.
0:42:56 > 0:42:58Help us round up the cowboys.
0:43:02 > 0:43:06Subtitles by Red Bee Media Ltd