0:00:08 > 0:00:15I've seen some really dodgy building work in my time and builders with no regard for homeowners whatsoever.
0:00:15 > 0:00:19On top of that, they haven't even got the most basic building skills.
0:00:19 > 0:00:24There's a stink from the sink and that is bad.
0:00:24 > 0:00:31I want to reveal the methods and tricks the cowboys use to get their hands on your hard-earned cash.
0:00:31 > 0:00:35Moving into a bungalow was our dream, but it's been a nightmare.
0:00:35 > 0:00:41It's not just the elderly who get caught out by unscrupulous builders. Young professionals get caught out.
0:00:41 > 0:00:47You come into my house with my family, my children, and you leave them in a state
0:00:47 > 0:00:50where you endangered their lives.
0:00:50 > 0:00:56Today we're dealing with two very different cases and two very dodgy builders.
0:00:56 > 0:01:00My team will right the wrongs these cowboy builders leave behind
0:01:00 > 0:01:05and I'll give you hints and tips to avoid falling into the cowboy trap.
0:01:16 > 0:01:23'We're travelling across the country putting right the disasters left behind by two heartless builders.
0:01:23 > 0:01:27'In the south-east, one family didn't just get a dodgy extension,
0:01:27 > 0:01:31'they got a whole lot of sewage into the bargain.'
0:01:31 > 0:01:36- The first time we did it there was toilet roll and...- OK, halt.
0:01:36 > 0:01:44'And in Wales, a family falls out of love with their home when a cowboy builder butchers their bungalow.'
0:01:44 > 0:01:49I don't want to be here. I just want to walk out of the door,
0:01:49 > 0:01:51shut the door and walk away.
0:01:56 > 0:02:00First we're heading to Sunbury on the outskirts of London.
0:02:00 > 0:02:07I'm on my way to meet Tamara and Leeyon Phelan, a young couple with a four-bedroom semi-detached property.
0:02:07 > 0:02:11Leeyon is a sales manager and Tamara is an engineering manager.
0:02:11 > 0:02:18If that's not enough to keep them busy, they've got three children, all under the age of five.
0:02:18 > 0:02:23The Phelans bought this house in 2006. It was their first home,
0:02:23 > 0:02:30but it just wasn't big enough to accommodate their family needs and they didn't want to move again.
0:02:30 > 0:02:35We've got a lovely big garden and we thought it would be too much hassle moving.
0:02:35 > 0:02:42We knew what we wanted as well and we thought we could do it with the house that we had.
0:02:42 > 0:02:46Rather than move, the Phelans decided to extend their property
0:02:46 > 0:02:52by adding a larger family kitchen, a children's playroom, a utility room
0:02:52 > 0:02:54and a bathroom upstairs.
0:02:54 > 0:02:58For Tamara and Leeyon, this was a huge project to take on,
0:02:58 > 0:03:04but it would be worth it - they wanted a real family home. It would be a dream come true.
0:03:05 > 0:03:10The couple remortgaged their house to pay for the £70,000 project
0:03:10 > 0:03:14and used a builder recommended by friends.
0:03:14 > 0:03:18But some four months on, the building work was unfinished
0:03:18 > 0:03:24and the couple began to notice lots of little things they were unhappy about.
0:03:24 > 0:03:28- I just thought it was... - Some cosmetic stuff.- Cosmetic.
0:03:28 > 0:03:33All of the plugs are at different levels. That was winding me up,
0:03:33 > 0:03:36but I didn't realise the electrics behind it were dangerous.
0:03:36 > 0:03:40In fact, it was a lot worse than that.
0:03:40 > 0:03:46The electrics were lethal and there was a smell of sewage coming from the kitchen sink.
0:03:46 > 0:03:54In the end, the couple had to wash up in the bath to avoid a major health risk to their children.
0:03:56 > 0:04:03I'm here to find out where things went so badly wrong and to see if we can put things right.
0:04:04 > 0:04:09- You must be Leeyon.- Yes, I am. - I'm Clive. How are you?- Not bad.
0:04:09 > 0:04:13- I know you've got a few problems. Mind showing me round?- Come in.
0:04:13 > 0:04:19'So where is that smell of sewage coming from? Let's check out the kitchen.'
0:04:19 > 0:04:22Tamara, how are you doing?
0:04:22 > 0:04:24Hello.
0:04:24 > 0:04:27We had a new toilet installed upstairs.
0:04:27 > 0:04:33The down pipe, which we've found out is the wrong type of pipe as well...
0:04:33 > 0:04:38The waste goes directly down under where your sink area is?
0:04:38 > 0:04:43Right down into the corner. The sink connects into the corner.
0:04:43 > 0:04:50- When you flush the toilet, does it get kickback?- The first time we did it, there was toilet roll.- OK, halt.
0:04:50 > 0:04:57That's it for me. We'll get Tamara to go and flush, if that's OK?
0:04:59 > 0:05:05Here we go. The flush is happening. Oh, yeah! Look at that! It's coming up in both of them.
0:05:05 > 0:05:12Oh, that is just crazy. I'm telling you now, that is harbouring
0:05:12 > 0:05:18so many germs. Now the water that's coming through there now harbours more germs
0:05:18 > 0:05:20that have gone on from the toilet.
0:05:20 > 0:05:25It's a case of cease and desist. We cannot use that any more.
0:05:25 > 0:05:28That's got to be sorted - and rapid.
0:05:30 > 0:05:33'This is alarming.
0:05:33 > 0:05:40'Waste from the new upstairs toilet is not only coming into the kitchen sink, but it's not draining away.
0:05:40 > 0:05:46'I think there's a blockage in the main drain which is causing this back-up of waste.'
0:05:46 > 0:05:52- You've now taken out the stopper for the sink and that water should just be going...gone.- Yeah.
0:05:52 > 0:05:59Look at it. You can't have that. That is harbouring germs and you've got young children.
0:05:59 > 0:06:05- 'There are more horrors under the sink.'- All the pipework is now leaking as well.
0:06:05 > 0:06:13Yeah. OK, so we've got problems there. Another thing that worries me, Leeyon, as I look around
0:06:13 > 0:06:17is the state of the way that's been fitted. All wonky.
0:06:17 > 0:06:21What worries me is that this guy carried out the electrical work.
0:06:21 > 0:06:28- You probably don't know if he was qualified.- No.- Have you had a periodic test done on it since?
0:06:28 > 0:06:34We had someone come in after he'd left, due to the fact that he'd left the fuse board exposed,
0:06:34 > 0:06:37which is dangerous itself.
0:06:37 > 0:06:43They put the fuse board right and then carried out the tests and it failed miserably.
0:06:43 > 0:06:49Now we're talking about real dangerous things. It's not just aesthetics
0:06:49 > 0:06:52and having germs and bugs all over.
0:06:52 > 0:06:56This is now getting really serious when you talk about electrics.
0:06:56 > 0:07:02'And the list of hazards goes on, like these badly-finished drain covers
0:07:02 > 0:07:05'in the children's playroom,
0:07:05 > 0:07:07'this leaking window,
0:07:07 > 0:07:10'the cracked ceiling
0:07:10 > 0:07:12'and the sloping floor.
0:07:12 > 0:07:17'It's time to get to the bottom of what's really been going on here.'
0:07:17 > 0:07:21What convinced you to select this particular builder?
0:07:21 > 0:07:28- Did he have all the dialogue, the silver tongue?- Yeah, he said he had a lot of connections.
0:07:28 > 0:07:33- When we went to choose the kitchen, "I know someone."- "Get it at cost."
0:07:33 > 0:07:39And one of my best friends, he was her friend as well and he just felt at ease with him.
0:07:39 > 0:07:42We just felt at ease.
0:07:42 > 0:07:48So beware. Don't be taken in by the silver-tongued talk of cowboy builders,
0:07:48 > 0:07:50even if recommended by friends.
0:07:50 > 0:07:55Make sure you see samples of their work before employing them.
0:07:57 > 0:08:04As work got underway, the family temporarily moved out. Tamara was heavily pregnant,
0:08:04 > 0:08:08so to avoid the mess they all went to live with her mum.
0:08:08 > 0:08:12- That's when...- That's when he started.- Things slowed down.
0:08:12 > 0:08:17But I don't know, in all honesty, if it was because we weren't here.
0:08:17 > 0:08:22I just think he's incompetent. I think if someone was here, watching,
0:08:22 > 0:08:29he'd still have built the walls crooked, he'd still have put the roof on... Do you know what I mean?
0:08:29 > 0:08:34Because we didn't know the quality of work, how it should be done,
0:08:34 > 0:08:40we couldn't see that the walls were crooked and the floors were off. He was still doing work
0:08:40 > 0:08:44and you just accept that that's what he's meant to be doing.
0:08:46 > 0:08:50It was only after warnings from the surveyor and Tamara's dad
0:08:50 > 0:08:54that the couple realised they'd been taken for a ride.
0:08:54 > 0:08:59Unfortunately, this family had already paid £4,000 upfront
0:08:59 > 0:09:05and had been paying almost £8,500 every two weeks.
0:09:06 > 0:09:11You've got a contract, written contract, between yourself and the builder.
0:09:11 > 0:09:14And a breakdown of payments.
0:09:14 > 0:09:19He suggested that he would get paid every two weeks
0:09:19 > 0:09:25and we said as long as you're on schedule for a four-month finish,
0:09:25 > 0:09:29we were happy to do that every two weeks.
0:09:29 > 0:09:35OK. No is the answer to that. It's always best to do it at a specific stage in the build.
0:09:35 > 0:09:39When you're happy with each individual stage of that build,
0:09:39 > 0:09:46and if that means bringing in Building Control to say it's fine, then you hand over the cheque.
0:09:47 > 0:09:51'In total, they had parted with a massive £70,000.
0:09:51 > 0:09:56- 'The stress was taking its toll.' - I was signed off from work,
0:09:56 > 0:10:01I had all sorts of sleeping tablets that just wouldn't work.
0:10:01 > 0:10:05Four, five, six nights when I just wouldn't sleep. At all.
0:10:05 > 0:10:13Within four months of the building work starting, the extension had turned from a dream to a nightmare.
0:10:16 > 0:10:23- Wow.- 'Later, I get an independent expert's opinion on just how bad the building work really is.'
0:10:24 > 0:10:27This is the worst I've ever seen.
0:10:30 > 0:10:34'Now I'm heading west to Wales to meet our second family
0:10:34 > 0:10:41'who have fallen into the cowboy trap.' I'm in Dinas Powys on the outskirts of Cardiff
0:10:41 > 0:10:45to meet Sylvia Penny, who has lived alone since her husband passed away.
0:10:45 > 0:10:50She's had a real tough old time bringing up two grown-up children with disabilities.
0:10:50 > 0:10:57What's worse is that Sylvia has health issues of her own. Do these cowboy builders have no shame?
0:10:57 > 0:11:04'Sylvia suffers from limited mobility, while son David is autistic
0:11:04 > 0:11:08'and daughter Michelle has asthma and chronic fatigue syndrome, ME.
0:11:08 > 0:11:13'Michelle's condition means she needs 24-hour care.
0:11:13 > 0:11:20'And when Sylvia isn't looking after her children, she's caring for her 88-year-old mother.'
0:11:20 > 0:11:28I care for three people without any support from anybody. I do it on my own.
0:11:28 > 0:11:34All I wanted was somebody to come in and do a decent job for a decent amount of money.
0:11:34 > 0:11:37I didn't want to be ripped off.
0:11:37 > 0:11:41Sylvia and her family have lived in this bungalow since 2009.
0:11:41 > 0:11:47Sylvia purchased the property to have everything on one level to make life easier.
0:11:47 > 0:11:51We were very attracted to it because it was a bungalow.
0:11:51 > 0:11:58It's very important that things were on the same level. Michelle spends so much time in bed
0:11:58 > 0:12:05because she's so poorly. Being on the same level means I'm not running upstairs constantly.
0:12:07 > 0:12:14On moving in, the family planned to update the bungalow by replacing the interior doors and skirting
0:12:14 > 0:12:18and doing some plastering and electrical work in Michelle's room.
0:12:18 > 0:12:23Sylvia was quoted £2,080 for the work
0:12:23 > 0:12:26by a builder she'd used before.
0:12:26 > 0:12:30She thought he was also a qualified carpenter and electrician.
0:12:32 > 0:12:37But it wasn't long before she realised her costly mistake.
0:12:37 > 0:12:41Having the work done has achieved the aims we set out for,
0:12:41 > 0:12:45but unfortunately it's left us in a bit of a mess.
0:12:45 > 0:12:50I can't decorate because the work all needs redoing.
0:12:50 > 0:12:57When I invite people into my home, I have to apologise and say, "Please don't lean on the door.
0:12:57 > 0:13:02"Don't touch that. Put your fingers there and you'll get splinters.
0:13:02 > 0:13:09"Please don't push the door because there aren't enough screws and I'm afraid it might come off."
0:13:09 > 0:13:16I'm here today to see if I can help Sylvia get her life back and get this bodged building back on track.
0:13:19 > 0:13:23- Hello there.- Hello. - You must be Sylvia.- I am.- Hi.
0:13:23 > 0:13:29- Come on in. - I'm really sorry to hear about your problems with cowboy builders.
0:13:29 > 0:13:35Just be careful as you come through. The glass doors don't open properly. There aren't enough screws
0:13:35 > 0:13:42and I'm afraid they'll fall. It is toughened glass, so that should be secure, but I don't want accidents.
0:13:42 > 0:13:49- I'm no good at first aid.- That's a real worry. Put your feet up and I'll come for a chat later.
0:13:49 > 0:13:53- In the meantime, I'll look around. - Yes, you carry on.- Thank you.
0:13:53 > 0:13:58That is a real worry that we've got glass in this door not secured properly.
0:13:58 > 0:14:02It doesn't matter who lives here, children or adults,
0:14:02 > 0:14:09a pane like that, that size, falling out of that door or the door falling off,
0:14:09 > 0:14:13is definitely going to do some damage. No two ways about it.
0:14:13 > 0:14:20Check this out. This guy, without a shadow of a doubt, has got no skills at hanging doors
0:14:20 > 0:14:22or when it comes to woodworking.
0:14:22 > 0:14:29These are very lightweight hinges and he hasn't rebated them into the actual door itself.
0:14:29 > 0:14:35He's just sat them on the surface, so it will never close properly. This is just bad workmanship.
0:14:35 > 0:14:38I can't believe it. If I just shut that...
0:14:38 > 0:14:41Well, we'll try.
0:14:41 > 0:14:45That gap, eventually, as you'll see, around the edge of the door,
0:14:45 > 0:14:50over a period of time will swell completely and never shut.
0:14:51 > 0:14:57I'm also guessing... He's got to be responsible for the skirting board, hasn't he?
0:14:57 > 0:14:59Look at that.
0:14:59 > 0:15:05I don't know how he's fixed it. He's probably put the odd screw or nail in.
0:15:05 > 0:15:08But that's not finished well.
0:15:08 > 0:15:12'And the dodgy woodwork continues on the rest of the doors.'
0:15:12 > 0:15:19Now with these hinges, the problem here is he's only got four screws in, for sure,
0:15:19 > 0:15:26but on this side, on the actual inside here of the frame, you've got one screw. That's all.
0:15:26 > 0:15:32That's all that's holding the top of this door to the actual frame itself.
0:15:32 > 0:15:34At the bottom, again he's got one.
0:15:34 > 0:15:38So in actual fact, in truth, if you're pulling on this door,
0:15:38 > 0:15:42there's only two small screws that are holding it to the frame.
0:15:42 > 0:15:48As you'll see from this side, because he's miscalculated the size of the doors,
0:15:48 > 0:15:54he's put a packer on there of...of an inferior timber.
0:15:54 > 0:15:56And then here...
0:15:56 > 0:16:00on the escutcheon plate, you see there?
0:16:00 > 0:16:06That's all buckled and bent. You'd never put that on and think it was a good job.
0:16:06 > 0:16:08Never in a million years.
0:16:08 > 0:16:13Looking at the skirting, if you look at the top, there's a massive gap.
0:16:13 > 0:16:18You can just knock that and it's all over the place.
0:16:18 > 0:16:22It's the same here. The actual finish again.
0:16:22 > 0:16:27It's poor. And yes, filler can cover a multitude of sins,
0:16:27 > 0:16:30but it can't make up for quality.
0:16:30 > 0:16:34And the quality of the workmanship, at best, is poor.
0:16:34 > 0:16:38I just want to check inside here in the bedroom
0:16:38 > 0:16:43because the plasterwork is... Again, I think it's been put on with a yard brush!
0:16:43 > 0:16:46Look at the state of it.
0:16:46 > 0:16:49It is terrible.
0:16:51 > 0:16:53No way.
0:16:53 > 0:16:58And I wonder who's done the electrics? There's trunking here.
0:16:58 > 0:17:04It's plastic trunking. It does hide a multitude of sins. It's a good idea
0:17:04 > 0:17:09if you don't want to chop into the wall. So trunking's been rested
0:17:09 > 0:17:13on the top of the 75mm skirts there as well.
0:17:13 > 0:17:20Leading into a socket there. I hope he hasn't done anything with the electrical aspects.
0:17:20 > 0:17:24This looks like a new pendant drop and ceiling rose.
0:17:24 > 0:17:26Oh, dear.
0:17:29 > 0:17:34Look how that's fixed. Hardly at all. I'd almost certainly guarantee
0:17:34 > 0:17:36that this guy's had his hands on it.
0:17:36 > 0:17:39Without a shadow of a doubt.
0:17:40 > 0:17:42Look at that.
0:17:42 > 0:17:50'I need to find out from Sylvia how this room ended up in such an awful state.'
0:17:52 > 0:17:57Sylvia, come in here. Just try to explain to me,
0:17:57 > 0:18:02in the best way possible, what the heck has been going on?
0:18:02 > 0:18:06Well, the builders put the door on, the architrave,
0:18:06 > 0:18:13the skirting board. He's plastered this room, but in the process he's plastered over half the plug
0:18:13 > 0:18:19and he's put the light up here. I'm afraid to put a lampshade on because it doesn't look safe.
0:18:19 > 0:18:26Do not put a lampshade up there. Lots of things are in breach of the 17th edition regulations.
0:18:26 > 0:18:30- Oh, heck.- But we'll get an electrician in to sort it.
0:18:30 > 0:18:36- OK, thank you.- Don't you worry. And there's remedial work got to be carried out here.
0:18:36 > 0:18:39It is really, really poor.
0:18:39 > 0:18:47'Sylvia's dream of modernising her home has turned into a hatchet job on the woodwork.
0:18:47 > 0:18:55'So how did this lady, who devotes her time to caring for others, fall into the cowboy trap?'
0:18:56 > 0:19:02- How did you find the builder in the first place?- The local paper. We found him from there.
0:19:02 > 0:19:08He did some work for us and, to my opinion, that work was to satisfactory standard.
0:19:08 > 0:19:15'But not long into the job, Sylvia and the builder began to disagree over some double doors.'
0:19:15 > 0:19:22He said that the doors didn't fit and he wanted to either put another... I don't know the terms.
0:19:22 > 0:19:28- Packers?- He wanted to put a piece on the side of the door like he'd put on that side. And I said, "No.
0:19:28 > 0:19:35"Please don't do that." So he said the only other way was to put pieces on the doors.
0:19:35 > 0:19:40I said you'll need to put new doors in, but he still did it.
0:19:40 > 0:19:45'By now, Sylvia was beginning to question his skills,
0:19:45 > 0:19:51'so she and her children decided to take a closer look at the quality of the woodwork.'
0:19:51 > 0:19:56We went around looking at all the skirting boards and the doors
0:19:56 > 0:20:01and looking up at the light fittings and things, thinking, "I don't know.
0:20:01 > 0:20:08"There's a gap there. Look at that radiator." And I thought this doesn't look good.
0:20:08 > 0:20:12'Sylvia then discovered the builder had been made bankrupt
0:20:12 > 0:20:19'and when he failed to turn up to finish the job, he said he'd been in hospital with cancer.'
0:20:19 > 0:20:23- What's your feeling about him? - I don't hold him any malice.
0:20:23 > 0:20:31If he's genuinely been ill, I wish him well. If he's lied to me, he should be ashamed of himself.
0:20:31 > 0:20:35I'd like an apology.
0:20:35 > 0:20:39But at this stage I don't wish to speak to him
0:20:39 > 0:20:43because I'm too emotional about it.
0:20:43 > 0:20:48- PHONE RINGS - 'During my chat with Sylvia, the phone rings.'
0:20:48 > 0:20:54Hello? 'Sylvia is screening her calls, but I suspect it's the builder.
0:20:54 > 0:21:00'And I'm right.' Are you happy to have a conversation with me? Great. OK.
0:21:00 > 0:21:06'He knows we've been trying to contact him. Sylvia is refusing to talk to him,
0:21:06 > 0:21:10'so I take the chance to get his side of the story.'
0:21:10 > 0:21:17Why didn't you give Mrs Penny the standard she required in the first place?
0:21:17 > 0:21:21'For legal reasons, we can't broadcast the builder's words,
0:21:21 > 0:21:27'but I can tell you he apologised. He even offered to return to put things right,
0:21:27 > 0:21:30'under supervision.'
0:21:30 > 0:21:37I have to look at the electrical factor. Are you Part P-registered? Basic Part P-registered.
0:21:37 > 0:21:43'He was unable to confirm he was qualified to carry out electrical work to national standards.'
0:21:43 > 0:21:51So what you're saying is that you think you're allowed to actually put on a spur of a socket,
0:21:51 > 0:21:56you can put on a light switch, hang a pendant, without being qualified to do so?
0:21:56 > 0:22:04I will go away now and talk with our team and we'll come up with a strategy.
0:22:04 > 0:22:07Thank you for talking to us.
0:22:08 > 0:22:12He wants the opportunity to come back and put everything right.
0:22:12 > 0:22:18That's not my decision. That decision has to be with Sylvia and the family.
0:22:18 > 0:22:22If they don't want him back, there's nothing anybody will do.
0:22:22 > 0:22:29Later: is it D-Day for Sylvia's builder or will he get a second chance?
0:22:29 > 0:22:33Would you be prepared to give him that opportunity?
0:22:35 > 0:22:41Back in Sunbury, Tamara and Leeyon Phelan wanted an extension to be proud of
0:22:41 > 0:22:48and a family home for their three children, but what they got was a house of horrors.
0:22:48 > 0:22:52Sewage was backing up into the kitchen sink.
0:22:52 > 0:22:57The floor in the children's playroom was hazardous. And the electrics were lethal.
0:22:57 > 0:23:02We've called in building scrutiniser Peter Appleby.
0:23:02 > 0:23:09He's been inspecting and identifying defects on newly-built homes and building work for 11 years.
0:23:09 > 0:23:12Now we want his verdict on this job.
0:23:12 > 0:23:17Wrong specification of pipe. ..Never seen anything like it.
0:23:17 > 0:23:21- You must be Peter. - I am. Good morning.
0:23:21 > 0:23:24What have you found that is not to your liking?
0:23:24 > 0:23:28Every trade that has been associated with this build has a defect.
0:23:28 > 0:23:32Just look anywhere. It's atrocious.
0:23:32 > 0:23:37If I was to ask you what mark out of 10 you'd give these guys for this,
0:23:37 > 0:23:4210 being the best, zero being the worst, where will you go?
0:23:42 > 0:23:48Without any hesitation, a minus zero. In the whole ten years, now eleven years,
0:23:48 > 0:23:54- this is the worst I've ever, ever seen.- It's so important to get your input and great to meet you.
0:23:54 > 0:24:00- I'll leave you doing your exterior survey and maybe catch you again. - Thank you.- Cheers, buddy.
0:24:00 > 0:24:08Well, well, well. A minus score. That's a damning indictment of the quality of this builder's work.
0:24:08 > 0:24:13It's time to bring in local builders to sort out this mess.
0:24:14 > 0:24:19'The cowboy builder has left Paul and his team with a smelly problem,
0:24:19 > 0:24:23'so I need to talk to the man with the plan.'
0:24:23 > 0:24:29The boys are back in town! How are you, Paul? Great to have you onboard.
0:24:29 > 0:24:34- Who have you brought with you?- Dave, our plumber.- I don't think we met.
0:24:34 > 0:24:38I tell you what, Paul. It's great to have you guys.
0:24:38 > 0:24:41Lots of problems have gone on here.
0:24:41 > 0:24:47- You've seen loads of different aspects of this job. What's your plan?- I think we'll start
0:24:47 > 0:24:52in the kitchen. We just have to take the whole lot out
0:24:52 > 0:24:57from the branch to the floor level. And perhaps under the floor level.
0:24:57 > 0:25:03- Sort the blockage out and replace it with a suitable pipe. - Well played, boys.- Thank you.
0:25:08 > 0:25:14As Paul and his team get to the bottom of what's causing the stink in the sink,
0:25:14 > 0:25:19they discover that this cowboy builder really did plumb the depths.
0:25:19 > 0:25:25There's a blockage somewhere within this pipework here which runs down to the mains.
0:25:25 > 0:25:29We've got to rod it through now to see if we can unblock it
0:25:29 > 0:25:32or find where the problem's coming from.
0:25:32 > 0:25:38The boys have a big job on their hands. The next step is to open up the main drain
0:25:38 > 0:25:45and put a camera down to see if they can locate the blockage, but that needs a specialist team.
0:25:45 > 0:25:51'After some award-winning camera work, the drainage analysts have cracked the problem.
0:25:51 > 0:25:56'The cowboy builder had been putting his old mortar down the drain.'
0:25:56 > 0:26:02- Was it like a complete blockage? - It was, yeah. 100% blocked with concrete and screed.
0:26:02 > 0:26:08- You can see coming up now... - Ah!- This is it.- Stop it there. Stop the camera. Look at that.
0:26:08 > 0:26:14That is absolutely rock hard. That's causing almost like a dam, if you like.
0:26:14 > 0:26:22This was causing the problem that when they flushed the toilet, it was backing up into the sink.
0:26:22 > 0:26:26Yeah. They'd connected all the pipes from the sink to the toilets.
0:26:26 > 0:26:31So it backed up and came out the first place it can - the sink.
0:26:31 > 0:26:36'I can't believe how irresponsible this cowboy builder has been.
0:26:37 > 0:26:45'Now the Good Guys have cleared the blockage and relined the pipes, making them as good as new.
0:26:45 > 0:26:48'But it's not the only mess.'
0:26:48 > 0:26:54- What's happening on the electrical front?- Well, the electrics, really, is in a bad state. Well, it was.
0:26:54 > 0:26:58We've made it all safe. It was almost like a comedy sketch.
0:26:58 > 0:27:04Turn one switch and a light came on in the other room. We've had our guys in making everything safe.
0:27:04 > 0:27:11'This cowboy builder left the Phelans out of pocket and living in a Hammer House of Horrors.
0:27:11 > 0:27:16'I want to give them the chance to confront him about his dodgy work.'
0:27:16 > 0:27:20When was the last dialogue with your builder?
0:27:20 > 0:27:24The last time I spoke to him was when we gave him a letter.
0:27:24 > 0:27:32That's the time I said to him, "The electrician's been round and told me you left my house dangerous.
0:27:32 > 0:27:36"Have you?" And he said, "I'll put my hands up. I did."
0:27:36 > 0:27:41- How does that make you feel? - I'm angry at his incompetence.
0:27:41 > 0:27:48And his inability to care that his incompetence has left us with a dangerous house.
0:27:48 > 0:27:55Because we have to give him a right of reply, I'll give you an opportunity to speak to him.
0:27:55 > 0:27:59It's calling now. Just put it on the speakerphone.
0:28:01 > 0:28:05- 'Hello?'- Hello? It's Tamara.
0:28:05 > 0:28:13The first think I'd like to ask you is why did you, as an unqualified electrician,
0:28:13 > 0:28:18wire our house and leave it so dangerous?
0:28:18 > 0:28:22'For legal reasons, we can't broadcast what the builder said,
0:28:22 > 0:28:28'but I can tell you he's denying he endangered the family's health and safety.'
0:28:28 > 0:28:31You're a despicable disgrace.
0:28:31 > 0:28:35You come into my house with my family, with my children,
0:28:35 > 0:28:40and leave them in a state where you could have endangered their lives.
0:28:40 > 0:28:42How could you do that?
0:28:44 > 0:28:46He's gone.
0:28:48 > 0:28:53Well, this is really tough. I know that's been really tough for you.
0:28:53 > 0:28:59He has to have a right of reply, but you know what? He's typical of a cowboy builder.
0:28:59 > 0:29:04He didn't have anything to say. But, listen, well done.
0:29:04 > 0:29:06We'll help you as much as we can.
0:29:06 > 0:29:13'Later: the Phelans get to see the good work done to rectify those cowboy wrongs.'
0:29:16 > 0:29:22In Wales, the Penny family wanted to update their home and improve their interior decoration.
0:29:22 > 0:29:27But their builder did a hatchet job on their woodwork and doors,
0:29:27 > 0:29:30leaving them in a cowboy trap.
0:29:30 > 0:29:33He wants to return to make things right.
0:29:33 > 0:29:37The family are about to decide whether to have him back.
0:29:37 > 0:29:45But first let's hear what independent surveyor Tim Lawley thinks of the work.
0:29:52 > 0:29:56You've had a chance to look round. What's your opinion of the work?
0:29:56 > 0:30:03I'd say it's the work of someone who isn't skilled in the work he's purporting to be doing.
0:30:03 > 0:30:10For instance, the joinery, a lot of the work is poorly cut, ragged edges, poorly affixed.
0:30:10 > 0:30:16The architraves around the door and the skirting has no proper jointing where they meet up.
0:30:16 > 0:30:20Look at the door. A very ragged cut to the top of the door,
0:30:20 > 0:30:25fitting in around what's there existing.
0:30:25 > 0:30:31What sort of score out of 10, if you were to mark him, would you give him for the work?
0:30:31 > 0:30:38- I would say probably no more than two or three.- Two or three is the score he deserves, no doubt.
0:30:38 > 0:30:42- Totally invaluable, your opinion. Thanks for coming along.- Pleasure.
0:30:42 > 0:30:44'That is a damning score.
0:30:44 > 0:30:51'2 out of 10! So, based on that, will Sylvia and her children agree to have the cowboy builder back
0:30:51 > 0:30:54'to put things right?'
0:30:54 > 0:30:58Would you be prepared to give him that opportunity
0:30:58 > 0:31:04to come back under constant supervision? He'll never be on his own.
0:31:04 > 0:31:10- What would you feel about that, David? How would you feel? - I really don't want him back.
0:31:10 > 0:31:14I've got no trust that he'd actually do the work properly.
0:31:14 > 0:31:16Michelle?
0:31:16 > 0:31:21No. There's no way. He's made the mistakes.
0:31:21 > 0:31:25Why does he think he can do well now?
0:31:25 > 0:31:29- And Mum?- As I've said all along, I don't want him back in the house.
0:31:31 > 0:31:33No, I don't think so. Thank you.
0:31:33 > 0:31:41'Well, that's their verdict and I don't blame them. They've suffered enough with this cowboy.
0:31:41 > 0:31:48'I'm packing the family off for a few days and as they leave, the local builders arrive
0:31:48 > 0:31:54'to rebuild their dream. Tony and his team are here to right those cowboy wrongs.'
0:31:54 > 0:31:59The Good Guys are in town! How are you? Good to see you.
0:31:59 > 0:32:03The carpenter - you're going to have a laugh in a minute!
0:32:03 > 0:32:09- So we've got our sparks, we've got our carpenter and our builder. - Correct.- Lovely.
0:32:09 > 0:32:14First, just talk us through exactly what the plan is.
0:32:14 > 0:32:19First, the electrics. Mark's here to go and check those out.
0:32:19 > 0:32:24Then we've got to take all the doors off. There's plastering to sort and start from new.
0:32:24 > 0:32:30Nice one, boys. It is so good to have the real Good Guys onboard.
0:32:32 > 0:32:38As Tony and the guys get to work, they discover there are more hidden horrors than they first thought.
0:32:40 > 0:32:48The skirting, none of them are any good. They were held on by tiny pins and grip fill in parts.
0:32:48 > 0:32:55Some lengths six foot long with one pin holding it on. The hoovering would hit them off.
0:32:55 > 0:32:59The door frames have been damaged too much. They've been repaired.
0:32:59 > 0:33:05The light fittings were hung on with screws into the plasterboard, which wouldn't hold anything.
0:33:05 > 0:33:11And the trunking that was put on was on with solvent, I think. It was so loose.
0:33:11 > 0:33:16With a mountain of problems to put right, there's no time to waste.
0:33:16 > 0:33:23Tony's team has already stripped out the old woodwork and started replacing the doors and architrave,
0:33:23 > 0:33:25but that's just the beginning.
0:33:25 > 0:33:30'Later, the Penny family get to see what our guys can do.'
0:33:30 > 0:33:32Oh, my gosh.
0:33:33 > 0:33:40We're back in Sunbury where the Phelan family had four months of torture
0:33:40 > 0:33:45when a cowboy builder turned their new extension into a no go zone.
0:33:45 > 0:33:51There were loads of serious problems including sewage in the kitchen sink,
0:33:51 > 0:33:56caused when their builder blocked the main drain with old cement.
0:33:56 > 0:34:04Within days, the local builder had removed the underground blockage and water is flowing freely again.
0:34:04 > 0:34:08It's time now to see what the Phelans think of their handiwork.
0:34:08 > 0:34:14- Remind us what was happening down here.- First of all, you'd flush the toilet upstairs
0:34:14 > 0:34:18and it would gurgle up in the sink.
0:34:18 > 0:34:23The test now is to say once you actually switch the tap on...
0:34:23 > 0:34:27whereas before the water just wasn't going anywhere,
0:34:27 > 0:34:34now it's just washing away cleanly. But there is one other little test before we move on from here.
0:34:34 > 0:34:38And that is to say, remember the time when we flushed before.
0:34:38 > 0:34:46If you would be so kind as to do us a flush and we'll see if we've got any problem with it backing up.
0:34:46 > 0:34:49Do you mind doing that, Tamara? Brilliant.
0:34:49 > 0:34:55- So that's a flush?- Yeah. - Nothing at all. Can't even hear anything.
0:34:55 > 0:35:00It's loads better now. There's nothing backing up in the sink.
0:35:00 > 0:35:05How does that make you feel from a health and safety view?
0:35:05 > 0:35:12Very pleased. Just to know there's not any problems for future illness, which was a concern raised.
0:35:12 > 0:35:19And, of course, you had the problem with the venting that was terminated inside the property.
0:35:19 > 0:35:24As you can see now, that's gone. It's an external vented stack.
0:35:24 > 0:35:26That's neatly put away now.
0:35:26 > 0:35:32Remember the problems with the leaking sink? Now there's no bucket.
0:35:32 > 0:35:38'Apart from stemming the stink in the sink, Paul and his team have straightened out the electrics,
0:35:38 > 0:35:44'including those wonky switches. The leaky window in the playroom was reseated,
0:35:46 > 0:35:53'and the sharp-edged drain covers tidied up. There's loads more to do, but it's a start.'
0:35:53 > 0:35:57What is your general feeling about it now that allowed you to move on?
0:35:57 > 0:36:02Knowing the building's safe, is not going to leak,
0:36:02 > 0:36:08- the drains...everything's safe. It's never going to be the wow that it was meant to be...- Yes.
0:36:08 > 0:36:13But it's not the horrible disappointment it's come to be.
0:36:13 > 0:36:19- What about you, Leeyon? - Just being able to use the basic things we weren't able to use,
0:36:19 > 0:36:23knowing there won't be water dripping on the playroom floor
0:36:23 > 0:36:26and that the electrics are safe,
0:36:26 > 0:36:30knowing they are in a state where something is going to happen.
0:36:30 > 0:36:36'Well, it's a happy ending for the Phelans, but what about the Penny family in Wales?
0:36:39 > 0:36:45'They've been counting the cost of handing over more than £2,000 to a cowboy builder
0:36:45 > 0:36:53'who made a real bodge of their doors and woodwork. Now the local builders have sorted out the mess.
0:36:53 > 0:36:58'The family have been staying with relatives during the work.
0:36:58 > 0:37:03'Now it's time to show them what Tony and his team have done.'
0:37:05 > 0:37:08Hey! Good to see you.
0:37:08 > 0:37:12- And to you.- How long have you been away?- A week.- A week!
0:37:12 > 0:37:17- Tonight you'll be able to go back into your own beds.- Lovely.
0:37:17 > 0:37:21- Are you suitably excited?- Yes! - Down to the bone!
0:37:21 > 0:37:24- And very apprehensive. - Come on.
0:37:24 > 0:37:26In you go.
0:37:26 > 0:37:31'I'm thrilled to bits. This family have been through a lot
0:37:31 > 0:37:36'and I can't wait to see what they make of the new doors and skirting.'
0:37:36 > 0:37:42- Now this door here, this is a new door. Remember... - It's got screws and hinges!
0:37:42 > 0:37:47Screws on the hinges - that's the key! Take a closer look.
0:37:48 > 0:37:50It opens all the way. Oh, wow!
0:37:50 > 0:37:54- That's a surprise. - Look.
0:37:54 > 0:38:00- Great finish.- Oh, wow. - That's a great door. Of course, safety glass as well.
0:38:00 > 0:38:05- Thank you.- But what about your skirtings? You had problems before.
0:38:05 > 0:38:13- They're behind the carpet, look. - Fitted properly behind the carpet. I'm so chuffed you're chuffed!
0:38:13 > 0:38:16I'm ecstatic. It's brilliant.
0:38:16 > 0:38:22- There's still loads more to see. - Oh, crikey!- Still loads more to see. Like...
0:38:22 > 0:38:25..the doors behind you.
0:38:25 > 0:38:27Look - they shut!
0:38:27 > 0:38:32- They've actually shut properly. - And they're straight.
0:38:32 > 0:38:34Look. They're straight.
0:38:34 > 0:38:39- They're brand-new doors. - They actually fit the gap now.
0:38:39 > 0:38:45I'm going to go through them. Stay where you are because...
0:38:45 > 0:38:47- They do!- New hinges.
0:38:47 > 0:38:49- Look at that.- Oh, my gosh!
0:38:52 > 0:38:54- No packing.- No packing.
0:38:54 > 0:39:01No botched job around the door. They've been bespoke made, especially for the opening.
0:39:01 > 0:39:06So that's the beauty of it. It's been done properly.
0:39:06 > 0:39:10And again the fixings. We've got proper bolts on this side.
0:39:10 > 0:39:16So this door will shut and lock off. And this door shuts beautifully as well.
0:39:16 > 0:39:18Look.
0:39:19 > 0:39:25Come through and take a look. You've got all new panelled doors now.
0:39:26 > 0:39:30- Six panels. And aren't they beautifully painted or what?- Yeah.
0:39:32 > 0:39:36- Oh, it's fantastic. - Look at the light.
0:39:36 > 0:39:41- - It's not hanging from the ceiling. - No builder's chalk on it. - No, there isn't.
0:39:41 > 0:39:47It sits properly into the joists now. It's had to be moved slightly to one side,
0:39:47 > 0:39:52but it's now fixed to a joist rather than the ceiling board.
0:39:52 > 0:39:57What sort of a difference is this going to make to your life now?
0:39:57 > 0:40:00Oh, fantastic. A huge difference.
0:40:00 > 0:40:05We can now start to sort of put the house together again,
0:40:05 > 0:40:12put lampshades up instead of looking... It hardly looks appealing to anybody who comes in.
0:40:12 > 0:40:17- No lampshade.- We've got one extra little feature going on.
0:40:17 > 0:40:22And it's happening... in Michelle's room. OK?
0:40:22 > 0:40:27A few things have changed in there. After you, Michelle. Have a look.
0:40:32 > 0:40:37'Tony and his guys have pulled out all the stops in Michelle's room.
0:40:37 > 0:40:44'Remember the walls? They were so badly plastered they couldn't be painted
0:40:44 > 0:40:49'and the sockets, cabling and lighting were a disgrace.
0:40:49 > 0:40:55'Now that's all been sorted out. This family really deserve a break.'
0:40:55 > 0:41:00I'm really chuffed with this room. Me personally, I think it's great.
0:41:00 > 0:41:04- It looks amazing. - It's gorgeous. Do you like it?
0:41:04 > 0:41:08- Do you like it?- Yeah. It looks amazing.
0:41:08 > 0:41:14- You can put your posters up and things like that now. - It looks like a proper bedroom.
0:41:14 > 0:41:19- It didn't before. We couldn't paint it as it was.- No. - The plasterwork was so bumpy.
0:41:19 > 0:41:27This guy's bad work had a massive impact not just on the house, but on family life in general.
0:41:27 > 0:41:31It did become depressing. I didn't want to invite anybody in.
0:41:31 > 0:41:38I felt ashamed of my home, but I don't know... They've done such a fantastic job. Thank you so much.
0:41:38 > 0:41:42Listen, it's been an absolute pleasure. Great to see you.
0:41:42 > 0:41:47Look after yourself, all right? And enjoy your home as it should be.
0:41:47 > 0:41:52I'm really sorry that this guy messed your lives up,
0:41:52 > 0:41:57but it just goes to show there are good guys out there and if you do your research,
0:41:57 > 0:42:02- you won't fall into the cowboy trap again.- Oh, we won't be. Believe me.
0:42:02 > 0:42:08I've learnt my lesson the hard way, but I've learnt my lesson. I won't be going that way again.
0:42:08 > 0:42:13OK, Sylvia, Michelle, David, it's been fantastic to meet you.
0:42:13 > 0:42:17Good luck for the future. I hope all goes well.
0:42:17 > 0:42:21And tonight enjoy sleeping in your own bed! You take it easy.
0:42:21 > 0:42:26- I'll leave you looking around. - Thank you, Clive.- See you soon. Bye.
0:42:26 > 0:42:29Wow, this is gorgeous, Michelle.
0:42:36 > 0:42:40I know I keep saying this, but I'm telling all cowboy builders
0:42:40 > 0:42:45that your days of conning people and taking their cash are numbered -
0:42:45 > 0:42:47Cowboy Trap are on your trail.
0:42:47 > 0:42:54If you've had a problem with builders and would like to tell your story, please call us.
0:42:58 > 0:43:02Standard geographic charges apply. Calls from mobiles may be higher.
0:43:02 > 0:43:05Or you can send us an email.
0:43:06 > 0:43:09Help us round up the cowboys.
0:43:22 > 0:43:26Subtitles by Subtext for Red Bee Media Ltd - 2012