0:00:07 > 0:00:09I'm on the road again
0:00:09 > 0:00:13and hot on the heels of those dastardly cowboy builders,
0:00:13 > 0:00:16whose botched work causes chaos to people's homes
0:00:16 > 0:00:17and blights their lives.
0:00:17 > 0:00:21No washing facilities, no cooking facilities. We had no heating.
0:00:21 > 0:00:25Today, I'm hoping to offer my help to an unfortunate family
0:00:25 > 0:00:28who've been left in the lurch by a dodgy builder.
0:00:28 > 0:00:30We're just tired now.
0:00:30 > 0:00:32It's been three months, and they left us like this.
0:00:32 > 0:00:36Along the way, I'll be giving you loads of hints and tips
0:00:36 > 0:00:40in the hope that it will prevent you from falling into the cowboy trap.
0:00:50 > 0:00:52Today I'm in Bexleyheath, Kent,
0:00:52 > 0:00:54a town that boasts a real who's who
0:00:54 > 0:00:58of famous people. Like ex-Tory Prime Minister Edward Heath,
0:00:58 > 0:01:03TV chef Delia Smith, Formula 1 supremo Bernie Ecclestone
0:01:03 > 0:01:07and, of course, even 007 himself, Roger Moore,
0:01:07 > 0:01:09were either born here or lived here.
0:01:09 > 0:01:11And it's easy to see why.
0:01:11 > 0:01:13Just 30 minutes from London's glitzy West End,
0:01:13 > 0:01:17Bexleyheath offers the best in town and country.
0:01:17 > 0:01:19And it's popular with families too,
0:01:19 > 0:01:22who are looking for a safe and attractive location.
0:01:22 > 0:01:25For husband and wife team, Benita and Mark Ager,
0:01:25 > 0:01:26it was the perfect spot.
0:01:26 > 0:01:30Benita's sons and her two precious grandchildren,
0:01:30 > 0:01:33Harry and Archie, also live in the area.
0:01:33 > 0:01:35We lived in Eastbourne for a while.
0:01:35 > 0:01:39The whole thing is about living here, near the three boys,
0:01:39 > 0:01:41Sean, Lee and Mark.
0:01:41 > 0:01:42We were too far away before.
0:01:42 > 0:01:48Also nearby is their business, which trains young people in building
0:01:48 > 0:01:49and construction skills.
0:01:49 > 0:01:53We run a company to train people, to help them get into the industry.
0:01:53 > 0:01:57But it's very basic - it's plastering, carpentry.
0:01:57 > 0:01:59The business has taken off. We've been fortunate.
0:01:59 > 0:02:01Yes, things are all right.
0:02:01 > 0:02:05In 2006, a move to Bexleyheath became their dream.
0:02:05 > 0:02:08All they needed was to find the perfect home.
0:02:08 > 0:02:12We looked and looked at houses. We looked at hundreds.
0:02:12 > 0:02:14I think in every road in Bexleyheath,
0:02:14 > 0:02:16Welling, all around the area.
0:02:16 > 0:02:21- Yeah.- And we walked in, and within a minute of being here,
0:02:21 > 0:02:23I knew I loved the house.
0:02:23 > 0:02:27Saw the potential in it. We could see what we could do with this.
0:02:27 > 0:02:31It just had a warm feeling. We knew we could be happy here.
0:02:31 > 0:02:34It took a whole three years to find their dream home,
0:02:34 > 0:02:38but a matter of months before they started their dream extension -
0:02:38 > 0:02:41a place where they could entertain family and friends.
0:02:41 > 0:02:47We moved here about 18 months ago with a view to extend
0:02:47 > 0:02:50the back of the house to be an open-plan lounge,
0:02:50 > 0:02:53kitchen/diner with a utility room.
0:02:53 > 0:02:59And the whole thing for me was about having a home for the grandchildren.
0:02:59 > 0:03:01We'd get that sense of family togetherness
0:03:01 > 0:03:03in a big enough space to hold a big family gathering.
0:03:05 > 0:03:09The couple hired an architect to draw up their dream plans.
0:03:09 > 0:03:12When planning permission was granted, they were ready to find a builder.
0:03:12 > 0:03:14If you want the job doing right,
0:03:14 > 0:03:17you need to find the right person for the job.
0:03:17 > 0:03:19Doing all your research is crucial
0:03:19 > 0:03:22if you don't want to end up falling in the cowboy trap.
0:03:22 > 0:03:25But what happens if the builder contacts you?
0:03:25 > 0:03:29We had a whole load of letters in from building contractors saying,
0:03:29 > 0:03:31"We can build your extension for you.
0:03:31 > 0:03:33"We see you have applied for planning permission."
0:03:33 > 0:03:35There were dozens of those.
0:03:35 > 0:03:38We had to cut them down to a more manageable number, which we did.
0:03:38 > 0:03:42We'd conversations about what they would do, how they'd approach it,
0:03:42 > 0:03:45what prices they were talking about, and we selected one.
0:03:46 > 0:03:50Benita and Mark didn't want to fall into the cowboy trap,
0:03:50 > 0:03:53so they made sure to research their builder's work.
0:03:53 > 0:03:56They went to see a previous client.
0:03:56 > 0:03:59We spoke to the lady of the house and asked her how things had been.
0:03:59 > 0:04:03She said, "Oh, yes, everything was fine." "Did they turn up on time?"
0:04:03 > 0:04:06"Yes." "Did they do the job that they'd asked them for?" "Yes."
0:04:06 > 0:04:09"Had they sprung any surprises with extra money or anything?"
0:04:09 > 0:04:11"No, no problems at all."
0:04:11 > 0:04:14So, as far as we were concerned, everything seemed good.
0:04:14 > 0:04:20Even better, the builders promised them a Christmas completion date.
0:04:20 > 0:04:23It was a deadline Benita had set her heart on.
0:04:23 > 0:04:24I love Christmas.
0:04:24 > 0:04:28To me, Christmas is family, it's children and it's everything.
0:04:28 > 0:04:32So what we'd said - it was me pushing it more than Mark -
0:04:32 > 0:04:36we'd tell every builder that it's got to be finished before Christmas
0:04:36 > 0:04:39cos we'd agreed to have the family round for Christmas.
0:04:39 > 0:04:43And some builders walked away and said they couldn't do it,
0:04:43 > 0:04:45but three said they could.
0:04:45 > 0:04:46That is was doable, yeah.
0:04:46 > 0:04:49We thought it was doable, cos not everybody said no.
0:04:49 > 0:04:53That was the driving thing - getting the build finished for Christmas
0:04:53 > 0:04:57and then we could have a Christmas together as a family in this space.
0:05:00 > 0:05:03Their chosen builders issued a contract for an eight-week job,
0:05:03 > 0:05:06to be completed by 22nd December.
0:05:06 > 0:05:11They were to build an extension with a kitchen, living space
0:05:11 > 0:05:13and utility room.
0:05:13 > 0:05:18They quoted £44,500 plus VAT for the job.
0:05:18 > 0:05:23Last October, building work began, but it wasn't long before Benita
0:05:23 > 0:05:26had that sinking feeling that things weren't going according to plan.
0:05:26 > 0:05:29They were hand-digging the footings.
0:05:29 > 0:05:34Even I knew that you don't hand-dig footings. You get a digger thing in.
0:05:34 > 0:05:38They did eventually get a digger in, but by then, they were behind.
0:05:38 > 0:05:40But we were assured that they weren't.
0:05:40 > 0:05:44Not only was the build slow, it was also chaotic.
0:05:44 > 0:05:48One day we came home, and they were knocking down a wall, but they hadn't warned us.
0:05:48 > 0:05:53We said, "Warn us when you're knocking down the kitchen wall, because we want to move some bits."
0:05:53 > 0:05:57They ripped out our fridge - don't even warn us.
0:05:57 > 0:06:01All of our stuff, they just chucked here. It was chaos.
0:06:01 > 0:06:04- I think that was what we were seeing.- Yeah. No control.
0:06:04 > 0:06:08No sort of sense of order. No managing the whole process.
0:06:08 > 0:06:10But the more they raised their concerns,
0:06:10 > 0:06:13the less their builders seemed to listen.
0:06:13 > 0:06:18They got so aggressive. They wouldn't listen, wouldn't talk, wouldn't accept there was a problem.
0:06:18 > 0:06:21"Let us get on with it! You appointed me, this is what I do.
0:06:21 > 0:06:25"Let me project manage it. I can assure you, you'll be ready on time."
0:06:25 > 0:06:30You know? "Don't make life difficult. If I'm losing time, it's because I'm discussing it with you."
0:06:30 > 0:06:35Benita's sons, Lee and Mark, witnessed the cowboy chaos.
0:06:35 > 0:06:40Things like the flooring was just completely wrong. The roof leaks.
0:06:40 > 0:06:42The toilet's unsafe to use at times.
0:06:42 > 0:06:44A constant sewer smell coming through the house
0:06:44 > 0:06:46where all the pipes are exposed...
0:06:46 > 0:06:50It's just... It's just living in a building site.
0:06:51 > 0:06:57My mum was upset with everything that was happening in the house.
0:06:57 > 0:06:59The house was sort of open to the elements,
0:06:59 > 0:07:03it had no electricity, no hot water.
0:07:03 > 0:07:07Christmas was fast approaching, and so far,
0:07:07 > 0:07:13Benita and Mark had made five payments, forking out a whopping 40 grand.
0:07:13 > 0:07:15By the 20th December, we kind of knew that things
0:07:15 > 0:07:18were so bad between us and the builders,
0:07:18 > 0:07:22and we cancelled all our friends coming round.
0:07:22 > 0:07:25The callous cowboy's false promises
0:07:25 > 0:07:29had dashed all hope of any festive cheer.
0:07:29 > 0:07:32I was in a supermarket, standing at the meat counter...
0:07:32 > 0:07:36I still remember. ..looking at turkeys that we weren't going to buy and just crying.
0:07:36 > 0:07:38I don't know what people must have thought.
0:07:38 > 0:07:41Christmas music was going on, and people were laughing,
0:07:41 > 0:07:44children running around, and I'm crying my eyes out.
0:07:45 > 0:07:51Christmas bells had turned to yuletide hell. The dream was over.
0:07:51 > 0:07:55We got up Christmas morning, and there was no water,
0:07:55 > 0:08:00there was no sink, there was no toilet in the house, no heating.
0:08:00 > 0:08:04- No cooking.- They'd cut the gas off. We couldn't cook.
0:08:04 > 0:08:06We couldn't even have a cup of coffee.
0:08:06 > 0:08:10I sat in the lounge on Christmas morning crying my eyes out,
0:08:10 > 0:08:16- and, um, it was awful. - It was pretty grim, wasn't it? It was pretty grim.
0:08:16 > 0:08:19Don't you get upset, love. Don't. Yeah?
0:08:23 > 0:08:27It wasn't finished by Christmas. It's not even finished now.
0:08:27 > 0:08:28The builders have gone.
0:08:28 > 0:08:30The house is in a mess,
0:08:30 > 0:08:34and Benita and Mark's dream has been left in tatters.
0:08:34 > 0:08:35It's now been three months
0:08:35 > 0:08:39since Benita and Mark last saw their builders.
0:08:39 > 0:08:40I'm here to find out
0:08:40 > 0:08:44what we can do to get their botched job back on track.
0:08:46 > 0:08:51- Morning.- Morning.- You must be Benita. Nice to meet you and your wonderful building site.
0:08:51 > 0:08:54- Do you mind if I come and have a look around?- Come in, please do.
0:08:54 > 0:08:56Thank you.
0:08:56 > 0:09:00Whoo. I tell you what, it's nice and warm out there.
0:09:00 > 0:09:03- I'm going to have a nosy round, if you don't mind?- Yeah.
0:09:03 > 0:09:06- I'll catch up with you in a while. - OK.- OK. Thank you.
0:09:08 > 0:09:12OK, so this is the original part of the building...
0:09:15 > 0:09:17..and this is the extension.
0:09:17 > 0:09:21That looks like it's probably the end wall, the original end wall there.
0:09:21 > 0:09:24It's been taken out to expand all of this.
0:09:24 > 0:09:27But as soon as I come in,
0:09:27 > 0:09:30the first thing I realise is the floor looks well dodgy for a start.
0:09:30 > 0:09:32These are the old boards that are in here.
0:09:32 > 0:09:38Just in general, this place looks really, in places, unsafe.
0:09:38 > 0:09:41When I see cables hanging around... these should all be tied off.
0:09:41 > 0:09:44Where these eyelets have been created for down-lights,
0:09:44 > 0:09:48normally you would see insulation pads in there.
0:09:49 > 0:09:54I can't see a squeaky bit of insulation up there at all.
0:09:54 > 0:09:59So, therefore, any heat that's in this property in this area that's rising
0:09:59 > 0:10:04goes straight through the roof. Just like your energy bills.
0:10:05 > 0:10:07'But there's worse to come.'
0:10:07 > 0:10:12I'm not sure, looking at this RSJ that that's right either.
0:10:12 > 0:10:16There's way too much pressure, looking at it.
0:10:17 > 0:10:21'The job of this RSJ, or reinforced steel joist,
0:10:21 > 0:10:25'and the vertical steel pillar it rests upon, is CRUCIAL.
0:10:25 > 0:10:28'They support the entire rear wall of this house.
0:10:28 > 0:10:33'The pillar should reach below the floorboards to the foundations.
0:10:33 > 0:10:34'Seeing it like this
0:10:34 > 0:10:38'makes me seriously worried for the family's safety.'
0:10:38 > 0:10:42Where that pier is, where you've got a steel pier,
0:10:42 > 0:10:45it's directly onto concrete block.
0:10:45 > 0:10:48They've made a little concrete pillar of concrete block
0:10:48 > 0:10:51rather than actual solid concrete.
0:10:51 > 0:10:53I think that's carrying way too much weight.
0:10:53 > 0:10:58I'd be really concerned about how long that could stay in place.
0:10:58 > 0:11:02It's carrying this whole upstairs onto here, and that's where,
0:11:02 > 0:11:04for me, the real weak point would be.
0:11:06 > 0:11:10'There is no doubt a cowboy and his team have been crashing their way
0:11:10 > 0:11:13'through this build.
0:11:13 > 0:11:16'Outside, the work is equally alarming and dangerous.'
0:11:18 > 0:11:21Loads of things keep screaming at me. Firstly, the lintel above there
0:11:21 > 0:11:25is carrying too much load, particularly on this side.
0:11:25 > 0:11:29I think, already, you can start to see that that is not only starting
0:11:29 > 0:11:33to bow under the pressure, but it's actually slipping backwards as well.
0:11:33 > 0:11:37There's another tell-tale sign there, where that block has already started to move.
0:11:37 > 0:11:42That means too much weight bearing on it, and it's started to flip back.
0:11:42 > 0:11:45This whole thing looks SO damn dodgy.
0:11:45 > 0:11:49'At the front of the house, the headaches continue.'
0:11:49 > 0:11:53Straightaway, from a danger point of view,
0:11:53 > 0:11:56there's a tile that's virtually hanging off the roof itself.
0:11:56 > 0:12:01Anybody passing by or under there, that drops off and hits you on the napper, you're in trouble.
0:12:01 > 0:12:03That's got to be sorted and rapid!
0:12:03 > 0:12:08'I have a growing feeling that this construction is a real risk.
0:12:08 > 0:12:11'I need to speak to Benita and Mark to find out more.'
0:12:11 > 0:12:17Can I say, have you had Building Control in the property to take a look at it?
0:12:17 > 0:12:20Yes. Building Control came with the builders and our surveyor.
0:12:20 > 0:12:22And then they wrote a...
0:12:22 > 0:12:27Had minutes of the meeting and 20-something points.
0:12:27 > 0:12:33So Building Control said there were 20-odd faults that they'd picked out.
0:12:33 > 0:12:36The majority of those were...?
0:12:36 > 0:12:39They didn't meet Building Regulations. None met Building Regulations.
0:12:39 > 0:12:43So getting on to the structural aspects, I'm sort of concerned
0:12:43 > 0:12:48in terms of the stress calculations and everything else. Looking at the outside,
0:12:48 > 0:12:52you've got a concrete lintel out there that looks like it's twisted
0:12:52 > 0:12:56and it's also bearing down on your bi-fold doors already.
0:12:56 > 0:12:59- Yes.- I'm worried about load-bear calculations. Is that in the...?
0:12:59 > 0:13:02Yes, that's what Building Control are worried about as well.
0:13:02 > 0:13:06'If you're having sections of wall in your home removed,
0:13:06 > 0:13:09'load-bear or stress calculations determine the size
0:13:09 > 0:13:12'of steel or concrete support beams you'll require.
0:13:12 > 0:13:18'These beams support the weight of your home standing above them.
0:13:18 > 0:13:22'It's crucial they're calculated correctly. Take my advice...'
0:13:40 > 0:13:43'Benita and Mark didn't call in Building Control
0:13:43 > 0:13:45'until it was too late.'
0:13:45 > 0:13:49I'm concerned about how the calculations were made for the steels here too.
0:13:49 > 0:13:53So I don't know if they've done any calculations since then,
0:13:53 > 0:13:57but these are the concerns - a lot of weight, load bear is crucial
0:13:57 > 0:14:00when it comes to meeting Building Control regulations.
0:14:00 > 0:14:05- This, um...- I don't like that.
0:14:05 > 0:14:08Our surveyor thinks that that was never meant for this building.
0:14:08 > 0:14:13They've brought it to this job from somewhere else, because it's a cavity wall steel or something.
0:14:13 > 0:14:16- Yes, a cavity wall steel. That's correct.- It's not the right one.
0:14:16 > 0:14:20- We've learned a lot since this. - I'm sure you have, a painful amount.
0:14:20 > 0:14:24'They've learned a hard lesson about gas regulations too.'
0:14:24 > 0:14:27The builder put the gas cooker in, which we've found out is wrong.
0:14:27 > 0:14:30He did some pipes. I said to him, "Should you be doing that?"
0:14:30 > 0:14:34Cos I wasn't sure. And he said the guy who fitted the boiler...
0:14:34 > 0:14:40- Who is Gas Safe registered. - ..who is Gas Safe registered... - Told him he could? Rubbish.
0:14:40 > 0:14:42There's no way in the world he's allowed to do that.
0:14:42 > 0:14:46'Benita and Mark's builder was unqualified to fit a gas cooker.
0:14:46 > 0:14:49'Don't put yourself in danger! Remember,
0:14:49 > 0:14:54'to work legally on appliances and installations in your home...
0:14:58 > 0:15:00'So before work starts...
0:15:08 > 0:15:14'Benita and Mark feel into the cowboy trap by not thoroughly checking up on their builder.'
0:15:14 > 0:15:16If we can now, I'd like to take you outside,
0:15:16 > 0:15:19because there's things I want to look at. Come with me.
0:15:22 > 0:15:28Watch yourself when you come out here, because it is well dodgy.
0:15:28 > 0:15:31- It is.- You know, the whole thing.
0:15:31 > 0:15:33I'm not happy with the pitch of that roof.
0:15:33 > 0:15:38- It just looks a complete and utter mess.- That is a temporary roof.
0:15:38 > 0:15:40What?! They tiled a temporary roof?!
0:15:40 > 0:15:42It was to be skylighted - that's in the plans.
0:15:42 > 0:15:45I don't believe it. I honestly don't. What about the lintel?
0:15:45 > 0:15:48You can see it's already tipping back in.
0:15:48 > 0:15:51For me, it can't carry that load bear.
0:15:51 > 0:15:55It was going to be a bedroom above that eventually. The plans got for us to go upstairs,
0:15:55 > 0:15:58- and that's going to be a bedroom. - Not with a lintel like that, it ain't.
0:15:58 > 0:16:02The plans have a steel across there,
0:16:02 > 0:16:04um, but they put a concrete lintel in instead.
0:16:04 > 0:16:08'This is getting worse by the minute.
0:16:08 > 0:16:12'What horrors are in store round at the front of the house?'
0:16:12 > 0:16:14This is the first thing to show you.
0:16:14 > 0:16:19Where that plastic membrane is, it's being weighted down by loose tiles.
0:16:19 > 0:16:21- One is about to fall. - You can see it.
0:16:21 > 0:16:25There's big gap in the roof. When they went through, they never filled the gap.
0:16:25 > 0:16:29When it rains, it all pours into the bathroom. So that's what they did to remedy it.
0:16:29 > 0:16:32I'm concerned about it, because it is right about to drop.
0:16:32 > 0:16:35Looking down the gap there,
0:16:35 > 0:16:38he was hoping to put a Stonecoat render on there,
0:16:38 > 0:16:41or you wanted a render to match the rest of the property.
0:16:41 > 0:16:43How was anyone going to get in there to do that?
0:16:43 > 0:16:46That was one of the questions they were asked by our surveyor.
0:16:46 > 0:16:49He asked them that, but they didn't have an answer.
0:16:49 > 0:16:52- Part of the contract is to render and paint it.- Paint and render outside surfaces.
0:16:52 > 0:16:56They hadn't got a chance of rendering that.
0:16:56 > 0:17:00This is going to be troublesome for anyone to try and get in there.
0:17:00 > 0:17:06'This entire job is shaping up to be one of biggest challenges we've ever faced.
0:17:08 > 0:17:11'Coming up, I call in a structural engineer whose verdict
0:17:11 > 0:17:14'sends shivers down my spine.'
0:17:14 > 0:17:18- Have you ever seen anything as bad as this?- Er, not as bad as this, no.
0:17:18 > 0:17:21'And Benita and Mark reveal the anguish
0:17:21 > 0:17:23'caused by their callous cowboy.'
0:17:23 > 0:17:25We're just tired now.
0:17:25 > 0:17:29It's been three months, and they've left us like this.
0:17:32 > 0:17:35In Bexleyheath, Kent, Benita and Mark Ager
0:17:35 > 0:17:40dreamed of having an open-plan kitchen and living space completed in time for Christmas.
0:17:40 > 0:17:43But instead of pulling crackers, they were driven crackers
0:17:43 > 0:17:48when after shelling out £40,000,
0:17:48 > 0:17:52they were left with an incomplete and dangerous home.
0:17:53 > 0:17:56It's essential we make this house safe.
0:17:56 > 0:17:59But first, I want to find out how Benita and Mark
0:17:59 > 0:18:01found themselves in this nightmare.
0:18:03 > 0:18:06What was the initial plan? What was the dream?
0:18:06 > 0:18:09We wanted to open this space out, bring the garden into the house.
0:18:09 > 0:18:14These bi-fold doors were meant to open out. Our family could be over.
0:18:14 > 0:18:17The youngsters would be playing football in the garden.
0:18:17 > 0:18:20That was the dream - to have a big, family open space that we could enjoy together.
0:18:20 > 0:18:23So plans were accepted. You'd already got quotes in.
0:18:23 > 0:18:28- How many quotes did you get? - We had about 50 people apply just through the post.
0:18:28 > 0:18:30Right, who'd seen it in your local paper.
0:18:30 > 0:18:32Who'd seen it on the planning application,
0:18:32 > 0:18:35the website or whatever and just wrote in on spec.
0:18:35 > 0:18:39Do you know what? I'm not happy with people who are just cold calling.
0:18:39 > 0:18:40I want to find my own builder.
0:18:40 > 0:18:43I want to go and do my research on that builder.
0:18:43 > 0:18:47How much research did you eventually do on the builder you chose?
0:18:47 > 0:18:50We did visit a property. We asked them for where they could recommend.
0:18:50 > 0:18:53We visited them. We had a chat with the woman who was there
0:18:53 > 0:18:55and asked her how things had gone.
0:18:55 > 0:18:59- Had they turned up on time? Had there been any disputes about the money?- Well done!
0:18:59 > 0:19:02- I'm liking this. - So we were comfortable enough
0:19:02 > 0:19:06that he was going to be able to do the job that we wanted him to do.
0:19:06 > 0:19:10I was embarrassed, cos one thing I've learnt is don't go while the builder's there,
0:19:10 > 0:19:13cos I was too embarrassed to ask her questions.
0:19:13 > 0:19:15- Don't go... Was the builder there? - Yes.- Oh, no!
0:19:15 > 0:19:18This is one tip you forgot. Never let the builder be with you.
0:19:20 > 0:19:25'Benita and Mark nearly got it right, but they forgot one golden rule.'
0:19:37 > 0:19:42'Based on their quote, and the positive feedback they'd received, Benita and Mark booked the builder.'
0:19:42 > 0:19:48The amount they quoted, from memory, it was £44,500 plus VAT.
0:19:48 > 0:19:50And that was for...?
0:19:50 > 0:19:53That was for the extension downstairs, the doors at the back,
0:19:53 > 0:19:57the extension out here, redoing the bathroom.
0:19:57 > 0:20:00- It'd all be rendered.- How long did he say it was going to take to do?
0:20:00 > 0:20:05- Eight weeks.- So an eight-week build project?- Yes. At fixed price.
0:20:05 > 0:20:06- At a fixed price?- Yes.
0:20:06 > 0:20:10They said to me verbally that it would be ready for 17th December,
0:20:10 > 0:20:14but we'll put the 22nd, but you won't need the 22nd.
0:20:14 > 0:20:17When they started the work eventually,
0:20:17 > 0:20:20how soon into the build did you think, "This is going..."?
0:20:20 > 0:20:23Bear in mind, you've got a bit of nous about this industry.
0:20:23 > 0:20:28We knew pretty quickly. They were hand-digging the footings.
0:20:28 > 0:20:31Given this was a speedy build, and we knew eight weeks
0:20:31 > 0:20:34was a tight deadline, we weren't silly about that, we knew that.
0:20:34 > 0:20:37I rang the main builder saying, "I'm nervous."
0:20:37 > 0:20:40Then they did come and say when we did have a discussion with them,
0:20:40 > 0:20:44"Don't worry, we've got the weekend, we'll make up at the weekends.
0:20:44 > 0:20:48"It looks to you like we won't be ready, but we do this all the time. We know it will be ready."
0:20:48 > 0:20:51'The reassurances didn't last long.
0:20:51 > 0:20:54'In fact, Jingle Bells turned to alarm bells
0:20:54 > 0:20:58'when Benita approached a builder on the job.'
0:20:58 > 0:21:02He was up on the roof, and I went up to him and said,
0:21:02 > 0:21:05"When is the wall being knocked down? Have you got a date?
0:21:05 > 0:21:09"Cos we want to plan for that so we get all our stuff out for the kitchen."
0:21:09 > 0:21:12He said, "That's not being done till after Christmas.
0:21:12 > 0:21:15- "We're not touching that."- Wow. - I came in to you, didn't I?
0:21:15 > 0:21:17I went, "Oh, I think there's something wrong."
0:21:19 > 0:21:23Their contract and cowboy promises were worth nothing.
0:21:25 > 0:21:30While work slowed to a snail's pace, their dream was disappearing fast.
0:21:30 > 0:21:33I can see what's happened. We were so fixed on the dream,
0:21:33 > 0:21:36we knew what we wanted here, we had a deadline.
0:21:36 > 0:21:39As long as they were saying, "Look, we're going to get there,"
0:21:39 > 0:21:42we believed them, and that was the big mistake.
0:21:42 > 0:21:45I still kept believing it right up to the 23rd of December.
0:21:45 > 0:21:47I still kept hoping.
0:21:47 > 0:21:51I kept hoping it'd be all right. I now know that was silly, really.
0:21:51 > 0:21:55Two days before their Christmas deadline,
0:21:55 > 0:21:58Benita and Mark's home was still open to the elements
0:21:58 > 0:22:01and had no heating, no water and no electricity.
0:22:03 > 0:22:09It was a bodged job building site that had so far cost them £32,000.
0:22:10 > 0:22:13But that didn't stop their cheeky cowboy
0:22:13 > 0:22:16from demanding another eight grand.
0:22:16 > 0:22:17They were threatening us.
0:22:17 > 0:22:20They wanted their 8,000 and kept going on.
0:22:20 > 0:22:24We were upstairs, and he was screaming and effing at me
0:22:24 > 0:22:28and then coming down here and saying to everyone, "Off site! They won't pay us."
0:22:28 > 0:22:30- You didn't pay him, did you?- Yeah.
0:22:30 > 0:22:32- Why?- Well, they said that by Christmas Eve,
0:22:32 > 0:22:35we'd have something in here, they'd put a sink in for us.
0:22:35 > 0:22:38It's madness now, but we were desperate.
0:22:38 > 0:22:42- We wanted to have somewhere we could stay on Christmas.- 8,000, though?
0:22:42 > 0:22:47£8,000. You'd already seen what you'd got around you - devastation.
0:22:47 > 0:22:50They promised faithfully that if we paid them,
0:22:50 > 0:22:54then they would make sure that, by the second week of January,
0:22:54 > 0:22:57we would see a drastic improvement - it would all be done.
0:22:57 > 0:23:01After pocketing their cash, this Scrooge of a builder
0:23:01 > 0:23:03disappeared for Christmas,
0:23:03 > 0:23:06dashing their hopes of a happy family holiday.
0:23:06 > 0:23:09- Christmas morning in here...- Yeah.
0:23:09 > 0:23:14The dream, by this stage, for want of a better word, is dead.
0:23:14 > 0:23:16Yeah, yeah.
0:23:16 > 0:23:20No washing facilities, no cooking facilities. We had no heating.
0:23:20 > 0:23:22- We were just in a...- No toilet.
0:23:22 > 0:23:27We haven't had a Christmas this year, because we cancelled all the celebrations.
0:23:27 > 0:23:31It's been very stressful, hasn't it? B's not sleeping well at night.
0:23:31 > 0:23:33- You're not sleeping well? - No, no, I'm too upset.
0:23:33 > 0:23:37I'll be honest with you, I don't like you being in this area.
0:23:37 > 0:23:38It's very depressing.
0:23:38 > 0:23:42It's not the fact it's depressing. I don't think it's particularly safe.
0:23:42 > 0:23:45Well, he's told a surveyor this is just snagging.
0:23:45 > 0:23:50Snagging? This is more like putting a plaster over a shark bite.
0:23:50 > 0:23:53This needs proper TLC.
0:23:53 > 0:23:58We're going to be with you, OK? We're going to try and get
0:23:58 > 0:24:03as much of the structural aspect of the work done,
0:24:03 > 0:24:07so it makes you safe and, therefore, it makes your family safe.
0:24:07 > 0:24:13- I'm sorry.- Don't be sorry. Listen, it's a tough old time, this.
0:24:14 > 0:24:17It's a tough, tough time. Dry your eyes.
0:24:17 > 0:24:22I'm just tired now. It's been three months, and they left us like this.
0:24:22 > 0:24:26I don't know why they keep pretending to come back.
0:24:26 > 0:24:28Now we've had enough.
0:24:28 > 0:24:32You're in safe hands. We'll look after you, I promise.
0:24:32 > 0:24:33- Thank you.- Thank you.
0:24:35 > 0:24:38This situation is a heartbreaker,
0:24:38 > 0:24:41and I really want to help Benita and Mark if I can.
0:24:41 > 0:24:44I'm convinced that this structure is unsafe.
0:24:44 > 0:24:46But don't just take my word for it -
0:24:46 > 0:24:49I've asked along two independent chartered surveyors,
0:24:49 > 0:24:51so I can get their verdict.
0:24:53 > 0:24:55It doesn't take long for surveyors Jason Binns
0:24:55 > 0:24:59and Ken Mustafa to identify the dangers.
0:24:59 > 0:25:02This beam's joins aren't level.
0:25:02 > 0:25:05That would fracture because of the span you have there.
0:25:05 > 0:25:09It's also not really the correct type of beam.
0:25:09 > 0:25:11What they should have is a steel column there.
0:25:11 > 0:25:15- Guys, how are you? I'm Clive. - Hi, Jason Binns.- Hi, Jason. - Ken.- Hello, Ken.
0:25:15 > 0:25:18Now, there's loads of problems in this property.
0:25:18 > 0:25:22In fact, the job itself is pretty poor at best,
0:25:22 > 0:25:25and one of the jobs you were looking at there - the padstone
0:25:25 > 0:25:28- and that steel - is pretty rough. - Er, rough's putting it mildly.
0:25:28 > 0:25:33Absolutely. What we have there is a structure, a beam,
0:25:33 > 0:25:35that really shouldn't be there.
0:25:35 > 0:25:38You'd have thought that's a temporary structure to assist them
0:25:38 > 0:25:43in putting these two beams up, but in actual fact, they've bolted it to those pads.
0:25:43 > 0:25:47Now, there's loads of other problems. Outside, you've got the lintel.
0:25:47 > 0:25:50We're quite surprised to see a lintel above a span
0:25:50 > 0:25:51that's that wide.
0:25:51 > 0:25:54We would expect a steel beam
0:25:54 > 0:25:56rather than a concrete lintel to go in there.
0:25:56 > 0:25:59One of the critical things for us is marking this guy's work.
0:25:59 > 0:26:01What mark would you give him out of ten?
0:26:01 > 0:26:05- One for leaving?- One for leaving is a good one. Yeah, we like that.
0:26:05 > 0:26:08One out of ten it shall be, cos that's all it is worth.
0:26:10 > 0:26:14My worst fears have just been confirmed.
0:26:14 > 0:26:16This house is unsafe.
0:26:16 > 0:26:19I want Benita and Mark to stay out
0:26:19 > 0:26:22until I get a structural engineer's report.
0:26:22 > 0:26:26I believe this to be an unsafe structure for people to be in,
0:26:26 > 0:26:27even for me right now.
0:26:27 > 0:26:30I need a structural engineer to come in and give his verdict.
0:26:30 > 0:26:34As it stands at the moment, I'm worried about it.
0:26:36 > 0:26:38After some frantic calling,
0:26:38 > 0:26:42I managed to get hold of chartered structural engineer John Frankland.
0:26:42 > 0:26:45Good to see you, sir. Come and have a look at this.
0:26:45 > 0:26:47With over 30 years' experience under his belt,
0:26:47 > 0:26:50his opinion is crucial.
0:26:50 > 0:26:53So, all the load is coming from a stronger material
0:26:53 > 0:26:56onto a weaker material,
0:26:56 > 0:26:58and that's just dangerous, as it is.
0:26:58 > 0:27:01We've got to get the local authority involved
0:27:01 > 0:27:03and for them to issue a dangerous structure notice
0:27:03 > 0:27:05and get this propped immediately.
0:27:05 > 0:27:09- Have you ever seen anything as bad as this?- Not as bad as this, no.
0:27:09 > 0:27:12I'm gutted. Absolutely gutted.
0:27:12 > 0:27:17The structural surveyor has declared this couple's house unsafe.
0:27:17 > 0:27:21But I'm allowed to bring them back in to break the news.
0:27:21 > 0:27:25As soon as he looked at it, he said, "I've never seen anything like this,
0:27:25 > 0:27:29"and it should have an unsafe structure notice placed upon it,"
0:27:29 > 0:27:31which was my real concern -
0:27:31 > 0:27:33that people are coming in and out of here,
0:27:33 > 0:27:36including children and yourself.
0:27:36 > 0:27:39We've got to completely restructure the steels.
0:27:39 > 0:27:42The big problem, of course, is that it's going to cost a bomb.
0:27:42 > 0:27:46I'm going to do my best for you, but it's going to be a tough old task.
0:27:46 > 0:27:52Fingers crossed, and let's get out of here! Come on.
0:27:52 > 0:27:57'Understandably, Benita and Mark are stunned by this latest development.'
0:27:57 > 0:27:59I didn't think we'd hear that.
0:27:59 > 0:28:04I knew it was bad and I knew that things weren't...but not unsafe.
0:28:04 > 0:28:08- I didn't expect that. Didn't expect that at all.- No.
0:28:10 > 0:28:14Now, if ever an area needed cordoning off as a danger zone,
0:28:14 > 0:28:17this is definitely it. It is completely unsafe,
0:28:17 > 0:28:20it needs an unsafe structure notice putting on it as well,
0:28:20 > 0:28:26and I don't want anybody in there other than the structural engineers, myself and the builders.
0:28:26 > 0:28:30I tell you what, that is one dodgy build.
0:28:32 > 0:28:36It's time to put things right in this house,
0:28:36 > 0:28:37so I'm bringing in the good guys.
0:28:37 > 0:28:41They've got their heavy duty kit required to hold this house up.
0:28:41 > 0:28:45Only once it's supported can they start sorting
0:28:45 > 0:28:47this cowboy catastrophe.
0:28:47 > 0:28:50But I'm hoping for more than that.
0:28:50 > 0:28:54I know Benita dreams of a new kitchen with some designer touches,
0:28:54 > 0:28:57including a glass brick wall.
0:28:57 > 0:28:59I really want to deliver for her,
0:28:59 > 0:29:05but first, I need a chat with builder Jack to see if we can hatch a plan.
0:29:05 > 0:29:06What is your plan?
0:29:06 > 0:29:10First of all, I'm going to replace the lintel out the back with an RSJ.
0:29:10 > 0:29:14- That's a steel.- Steel, yeah. - Anything else?
0:29:14 > 0:29:16I'm going to change their roof for them as well.
0:29:16 > 0:29:19The extension - there should be two skylights there.
0:29:19 > 0:29:23- There's none, so we're going to insert the skylights.- Superb.
0:29:23 > 0:29:26I'm so pleased to have you on board. I'll catch up with you again later.
0:29:26 > 0:29:33'Coming up, I make more dangerous discoveries in this house of horrors.'
0:29:33 > 0:29:36- That could have collapsed. - No-one should be in here.
0:29:36 > 0:29:41And the dream is brought back to reality for Benita and Mark.
0:29:41 > 0:29:44The doors! Ooh, thank you! Thank you!
0:29:46 > 0:29:48In Bexleyheath, Kent,
0:29:48 > 0:29:52Benita and Mark Ager were left with an unsafe and unfinished house
0:29:52 > 0:29:55when they fell into the cowboy trap.
0:29:55 > 0:29:57They wanted an open-plan kitchen and living area,
0:29:57 > 0:30:00but after taking 40 grand of their cash,
0:30:00 > 0:30:03the bodging builder made a hash of the job.
0:30:05 > 0:30:08We brought in the good guys to make this home safe.
0:30:08 > 0:30:14Their first task was to replace the sagging and cracked lintel over the bi-fold doors
0:30:14 > 0:30:16with a stronger steel support.
0:30:16 > 0:30:20And inside, the unsafe beam has been propped up,
0:30:20 > 0:30:25and the dangerous pillar has been removed to make way for a new one.
0:30:25 > 0:30:30It's been a massive undertaking, but there are signs of success.
0:30:30 > 0:30:34For five months, these doors haven't worked.
0:30:34 > 0:30:36But now for the opening ceremony.
0:30:40 > 0:30:42I know someone who'll be delighted.
0:30:42 > 0:30:48The doors, the doors! Ooh, thank you! Thank you!
0:30:48 > 0:30:49THEY LAUGH
0:30:49 > 0:30:53To get their extension dream back on track,
0:30:53 > 0:30:56Mark and Benita are contributing to the cost
0:30:56 > 0:30:59of the remedial work required to get the job finished.
0:30:59 > 0:31:01It's now exciting, isn't it?
0:31:01 > 0:31:04We're now back to where we feel we should have been in December.
0:31:04 > 0:31:08The excitement of things moving forward and you see progress being made.
0:31:08 > 0:31:11We're looking forward to having the house in a fit state,
0:31:11 > 0:31:13- having Harry and Archie round. - I can't wait for that.
0:31:13 > 0:31:15Just getting our lives back.
0:31:15 > 0:31:18'It's time for a catch-up with Jack.'
0:31:18 > 0:31:23- Hey, Jack!- Clive. - The doors are open, son!- Yes.
0:31:23 > 0:31:25What have you done so far?
0:31:25 > 0:31:28At the moment, we've removed this lintel.
0:31:28 > 0:31:31- There's a crack in it. - Basically, this is snapped in half.
0:31:31 > 0:31:35Yeah, they've fixed the head of the door into the lintel,
0:31:35 > 0:31:38which is cracked, so the sag is even more.
0:31:38 > 0:31:40All the weight was on the doors.
0:31:40 > 0:31:44- They'd have known immediately what they'd done?- They'd have known.
0:31:44 > 0:31:47But they've left it. That's out of the way, the doors are opening.
0:31:47 > 0:31:48Very exciting news.
0:31:48 > 0:31:52And inside, one of the main priorities was replacing
0:31:52 > 0:31:54the faulty structural steelwork.
0:31:56 > 0:32:01So, this is the steel that was actually up against that wall there.
0:32:01 > 0:32:04- We've now got the acros in place, so we feel safe.- Yeah.
0:32:04 > 0:32:07- What was the problem?- Major problem was it was sitting on blocks.
0:32:07 > 0:32:10Two blocks. It wasn't bolted in at the top,
0:32:10 > 0:32:13so it could have just slipped left or right.
0:32:13 > 0:32:16The whole of the back of the house is resting on this,
0:32:16 > 0:32:18so all of the force is on one block.
0:32:18 > 0:32:22I notice as well, you've also got the boards down on the ceiling.
0:32:22 > 0:32:24I was shining a torch through,
0:32:24 > 0:32:26where the down-lighters were supposed to be,
0:32:26 > 0:32:29and I couldn't see any insulation. Was there any?
0:32:29 > 0:32:30No insulation.
0:32:30 > 0:32:34There's not even proper height strength joists put back in place.
0:32:34 > 0:32:38They've just found any old timber and just screwed them together.
0:32:38 > 0:32:41So even more corner cuts. OK.
0:32:41 > 0:32:44Thank you, sir. And we'll catch up with you later.
0:32:44 > 0:32:47I can't wait to show 'em the finished article.
0:32:47 > 0:32:49- Thank you.- Carry on, Jack. - Thank you very much.
0:32:50 > 0:32:55'While our terrific team of builders keep working their magic,
0:32:55 > 0:32:58'I want to help Benita and Mark get some answers
0:32:58 > 0:33:01'to those questions they've been asking themselves
0:33:01 > 0:33:03'for the last few months.'
0:33:03 > 0:33:06Now, guys, when was the last time you had a chat with your builder?
0:33:06 > 0:33:07Can you remember how long ago?
0:33:07 > 0:33:10- Weeks, certainly.- Months, isn't it?
0:33:10 > 0:33:13A few months now. He just won't even acknowledge us.
0:33:13 > 0:33:17Now, if you had an opportunity to speak to them today,
0:33:17 > 0:33:20if you could think of two or three questions,
0:33:20 > 0:33:22what would those questions be?
0:33:22 > 0:33:26Why leave us over Christmas when they took £8,000 off us?
0:33:26 > 0:33:29The minute it's in the account, they cleared the site.
0:33:29 > 0:33:34For me, it's, "Why did you leave us in the state that you left us?"
0:33:34 > 0:33:37You must have realised that the structure was unsafe.
0:33:37 > 0:33:40I'm going to give you that opportunity
0:33:40 > 0:33:42to speak to the builder now.
0:33:42 > 0:33:45So who's willing to take the baton?
0:33:45 > 0:33:47- OK.- I will. I'll start it.
0:33:49 > 0:33:53OK. It's calling, and it's over to you, sir.
0:33:53 > 0:33:57It's going to answer-phone.
0:33:57 > 0:33:59Hi, there, it's Mark and Benita.
0:33:59 > 0:34:00We're here with the BBC
0:34:00 > 0:34:04and we'd like to give you a chance to have your right of reply.
0:34:04 > 0:34:05Please give a ring back
0:34:05 > 0:34:08on the number that will come up as your missed call.
0:34:08 > 0:34:10Many thanks. Hope to speak to you later, bye-bye.
0:34:10 > 0:34:12The phone is switched off for a reason.
0:34:12 > 0:34:16But we have to give them this opportunity for a right of reply.
0:34:16 > 0:34:18If they don't wish to take it, then that's up to them.
0:34:18 > 0:34:20Thanks for going through that.
0:34:20 > 0:34:23It can be quite tense, under the circumstances.
0:34:23 > 0:34:25Hopefully, as I say, he will get back to us.
0:34:25 > 0:34:29But I think the chances are pretty slim.
0:34:29 > 0:34:30Thanks, guys.
0:34:32 > 0:34:35Benita and Mark's builders didn't respond,
0:34:35 > 0:34:38but we did manage to contact them later.
0:34:38 > 0:34:41They claimed the Agers owe them £12,000
0:34:41 > 0:34:43and stated that,
0:34:43 > 0:34:47as far as they're concerned, there were no problems with the build.
0:34:47 > 0:34:51I am so relieved those cowboys didn't come back.
0:34:51 > 0:34:54All the Agers' structural dangers would have remained hidden.
0:34:55 > 0:34:57It's five weeks later,
0:34:57 > 0:35:01and the good guys have put things right.
0:35:01 > 0:35:05It's time for me to see the fruits of their labour.
0:35:05 > 0:35:07That's what I'm talking about.
0:35:07 > 0:35:08This looks so much better already.
0:35:08 > 0:35:12It's now a workable kitchen, fully usable.
0:35:12 > 0:35:16Decorating's been done, flooring's down,
0:35:16 > 0:35:19the worktops are on, units are in place.
0:35:19 > 0:35:21I'm just taking myself back in my mind's eye
0:35:21 > 0:35:23to that very first day that I saw this,
0:35:23 > 0:35:26which was a complete wreck, awful underfoot.
0:35:26 > 0:35:28But not only that, it was dangerous,
0:35:28 > 0:35:31because of the problems with the structural element,
0:35:31 > 0:35:34the chances of the actual whole thing collapsing was quite high.
0:35:34 > 0:35:37But now, to see it in this condition,
0:35:37 > 0:35:39I'm loving the skylights, loving the dome as well,
0:35:39 > 0:35:41it just looks so good.
0:35:41 > 0:35:43And then of course, as you look out...
0:35:43 > 0:35:46Still bits to do in the garden,
0:35:46 > 0:35:49but as you look out now onto the patio,
0:35:49 > 0:35:51and as you step out of these wonderful doors -
0:35:51 > 0:35:54which we said before, now fully open properly -
0:35:54 > 0:35:57you've got the finished render, it's all painted up.
0:35:57 > 0:35:59It just looks amazing.
0:35:59 > 0:36:03Of course, we've also go the fascia on now as well, the guttering on.
0:36:03 > 0:36:06The job is just, "Mwah"!
0:36:08 > 0:36:10Here's where a lot of the problems were,
0:36:10 > 0:36:14because the steel was inadequate, the pier that it was built on
0:36:14 > 0:36:17was just built out of ash block, which was no good at all.
0:36:17 > 0:36:20And I've got to be honest, I thought in the back of my mind,
0:36:20 > 0:36:22we're not going to recover from this.
0:36:22 > 0:36:24Look at it now,
0:36:24 > 0:36:26just look at it now.
0:36:28 > 0:36:31'The good guys have completed an all-round top job.
0:36:31 > 0:36:33'There's a man I need to thank.'
0:36:33 > 0:36:36Just talk me through everything you have done since we last met.
0:36:36 > 0:36:40- We've fitted the carpet, fitted the lino to the kitchen.- Love it.
0:36:40 > 0:36:41Fitted the kitchen itself.
0:36:41 > 0:36:44Now we've got a safe extension,
0:36:44 > 0:36:47for not only Benita and Mark to use as their home,
0:36:47 > 0:36:50but also for their family to come into, or friends.
0:36:50 > 0:36:53For now, Jack, all I can say is thanks to you and your team,
0:36:53 > 0:36:56- because I know it's a big team. - Pleasure, Clive. Thank you.
0:36:58 > 0:37:01'I am so impressed by this transformation -
0:37:01 > 0:37:04'but it's not about me!'
0:37:04 > 0:37:08I think it's high time we found out what Benita and Mark think of it.
0:37:08 > 0:37:12And I think they're going to love it!
0:37:14 > 0:37:15OK, Benita, Mark,
0:37:15 > 0:37:17this has been a really long road.
0:37:17 > 0:37:20It has been very tough - I think for just about everybody
0:37:20 > 0:37:21at some stage or another.
0:37:21 > 0:37:25Now, looking forward and moving on, work has been done and finished.
0:37:25 > 0:37:27What are you hoping to see?
0:37:27 > 0:37:31Clean, safe, bright and light.
0:37:31 > 0:37:34Open-plan living space
0:37:34 > 0:37:37where we can actually enjoy sitting down, relaxing.
0:37:37 > 0:37:39We want to be able to bring our grandchildren round.
0:37:39 > 0:37:43They haven't been here since October. And that's ten months.
0:37:43 > 0:37:48So let's go and check out what's been done. So follow me, let's go.
0:37:50 > 0:37:52As you can obviously see from here,
0:37:52 > 0:37:55things have changed quite dramatically.
0:37:55 > 0:37:57Quite significantly, yeah.
0:37:57 > 0:37:59- Amazing.- I mean, the door's on the right way.
0:37:59 > 0:38:03We've even got a light up there, and that great ugly huge white board
0:38:03 > 0:38:07has gone, and the wall's finished and it's painted and...
0:38:07 > 0:38:09it bears no comparison at all, does it?
0:38:09 > 0:38:11It looks like the front of the house now.
0:38:11 > 0:38:13The corner there has all been built up.
0:38:13 > 0:38:17There was just a big gap, and you could see all the problems
0:38:17 > 0:38:20all the way down the side through the cavity.
0:38:24 > 0:38:27All that's been sorted now at the front.
0:38:27 > 0:38:31You've also got guttering on, that sort of thing. There is no comparing.
0:38:31 > 0:38:33- There isn't.- None at all.
0:38:33 > 0:38:35OK, so now's the time to go inside.
0:38:35 > 0:38:38- So let's go take a look.- Brilliant.
0:38:38 > 0:38:43Come and have a look at the almost-finished article inside.
0:38:43 > 0:38:49Now, you're reactions to what you're seeing now
0:38:49 > 0:38:53in comparison to what it did look like?
0:38:53 > 0:38:54Brilliant.
0:38:54 > 0:38:58If it was extraordinary outside, then it's absolutely unbelievable.
0:38:58 > 0:39:01In just five weeks, this horrible,
0:39:01 > 0:39:05hazardous house has been totally transformed.
0:39:05 > 0:39:07- Beautiful, beautiful.- It's lovely.
0:39:07 > 0:39:09It's bright, it's light, it's airy.
0:39:09 > 0:39:11Absolutely fantastic.
0:39:11 > 0:39:14A proper dome instead of two leaky skylights that will...
0:39:14 > 0:39:15I love the dome.
0:39:15 > 0:39:18The amount of natural daylight it brings into the kitchen too.
0:39:18 > 0:39:21This is the dream, this was the dream.
0:39:21 > 0:39:24This is going to be Christmas, this is going to be the one we've missed.
0:39:24 > 0:39:27And you've even got the glass block wall.
0:39:27 > 0:39:31The thing is, the floor itself, do you remember, it was a real mess.
0:39:31 > 0:39:35You had boards down, trip hazards all over the place.
0:39:35 > 0:39:41'Lovely linoleum has been laid over new safe floorboards.
0:39:41 > 0:39:45'And talking of safety, those dodgy structural steel beams
0:39:45 > 0:39:49'have changed from death trap to decorative feature.'
0:39:49 > 0:39:52Although you can't see it, the steel is in there.
0:39:52 > 0:39:54We know it's in there and we know it's safe.
0:39:54 > 0:39:56If the builders had covered it up,
0:39:56 > 0:39:59we'd never have known until the day it could have fallen down
0:39:59 > 0:40:01and killed someone possibly.
0:40:01 > 0:40:05- That's what's frightening about cowboy builders.- Exactly.
0:40:05 > 0:40:07That's the scary bit.
0:40:07 > 0:40:11But it's almost like trying to get this out of your system
0:40:11 > 0:40:14if we can and move on.
0:40:14 > 0:40:17'These scenes of cowboy chaos are now a distant memory.
0:40:17 > 0:40:22'This couple have a lot to look forward to.
0:40:22 > 0:40:26'They hope for a home to share with their family.
0:40:26 > 0:40:30'I think this new kitchen and living room certainly fits the bill.'
0:40:30 > 0:40:34Imagine that you're sitting on your sofa, your chair,
0:40:34 > 0:40:36and looking out onto the garden.
0:40:36 > 0:40:41- Obviously still work to do on the garden.- We'll enjoy doing that.
0:40:41 > 0:40:44And, although Christmas is still a way off,
0:40:44 > 0:40:47you can now see that you're going to get the Christmas you wanted.
0:40:47 > 0:40:50- Oh, yeah, we will. - And we'll have this summer.
0:40:50 > 0:40:55We've got all the summer to go to be able to sit out here in safe, clean...
0:40:55 > 0:40:57The whole team have put a massive effort in.
0:40:57 > 0:41:01And thank you to you, because you've really supported us
0:41:01 > 0:41:03and helped us, and we do thank you very much.
0:41:03 > 0:41:07- You've given us our life back, really.- I think it's a new dawn.
0:41:07 > 0:41:10- It is.- Thank you so much.
0:41:10 > 0:41:12Great to see you. You take care, good to see you.
0:41:12 > 0:41:15Thank you for everything. We really appreciate it.
0:41:15 > 0:41:18We really enjoyed being here with you.
0:41:19 > 0:41:22Before we brought in the good guys,
0:41:22 > 0:41:25Benita and Mark's house was declared a danger zone.
0:41:25 > 0:41:28Their Christmas had been a disaster,
0:41:28 > 0:41:33and they'd been unable to host their precious grandchildren.
0:41:33 > 0:41:35They were distraught.
0:41:35 > 0:41:37But we've transformed their home,
0:41:37 > 0:41:41and this couple are ready to welcome
0:41:41 > 0:41:44some very special visitors once again.
0:41:44 > 0:41:47I'm sure they'll quickly make up for any lost time.
0:41:47 > 0:41:52Hello! Look, you're going to like coming here, aren't you?
0:41:52 > 0:41:57A home once more, and it's great to see Benita smiling again.
0:41:57 > 0:42:00Time for me to get back on that cowboy trail.
0:42:03 > 0:42:06I've got to say, that is an absolutely cracking job.
0:42:06 > 0:42:08But the problem here is
0:42:08 > 0:42:12the cowboy builder didn't just do a bodged job, he did a dangerous job.
0:42:12 > 0:42:14So, remember, always do your research
0:42:14 > 0:42:17on a like-for-like job that you want doing.
0:42:17 > 0:42:19Now, my work is not over yet.
0:42:19 > 0:42:22I've collected all the information on this cowboy builder
0:42:22 > 0:42:25and I'm going to take it to the local Trading Standards office
0:42:25 > 0:42:27and find out exactly what they want to do about it.
0:42:27 > 0:42:30And I've got a message for all those cowboy builders out there -
0:42:30 > 0:42:33look over your shoulder, because we're right behind you.
0:42:33 > 0:42:36If you've had a problem with builders
0:42:36 > 0:42:39and you would like to tell your story on Cowboy Trap, then please call us.
0:42:44 > 0:42:46Standard geographic charges apply,
0:42:46 > 0:42:48calls from mobiles may be higher.
0:42:48 > 0:42:50Or you can send us an e-mail...
0:42:53 > 0:42:55Help us round up the cowboys.
0:43:01 > 0:43:04Subtitles by Red Bee Media Ltd