0:00:10 > 0:00:11I'm back on the road
0:00:11 > 0:00:15and hot on the heels of those cowboy builders whose botched work
0:00:15 > 0:00:19has blighted people's lives and brought chaos to their homes.
0:00:19 > 0:00:23I was the one who perhaps thought he would be a good person to
0:00:23 > 0:00:27come in and do the job and I've been proved totally and utterly wrong.
0:00:27 > 0:00:29First, it was frustration.
0:00:29 > 0:00:33And then anger. I was livid.
0:00:33 > 0:00:36I've seen some right builder bodges in my time
0:00:36 > 0:00:39but there's one thing I do know about cowboy builders
0:00:39 > 0:00:41and that is there is no limit to their cheek.
0:00:41 > 0:00:44They'll smile to your face, pocket your cash
0:00:44 > 0:00:48and then they leave both your home and your life in a right old mess.
0:00:48 > 0:00:49It hurts me very much.
0:00:49 > 0:00:52It's hard-earned money that we've put in this house.
0:00:52 > 0:00:54It's arrogant.
0:00:54 > 0:00:56It's sheer arrogance.
0:00:56 > 0:01:00Along the way, I'll be giving you some hints and tips in the hope
0:01:00 > 0:01:03that it will help prevent you from falling into the cowboy trap.
0:01:14 > 0:01:17Today, we're in the heart of the West Midlands,
0:01:17 > 0:01:21in the wonderful city of Wolverhampton.
0:01:21 > 0:01:25Wolverhampton had a prolific bicycle industry for over a century,
0:01:25 > 0:01:29which is perhaps why England's first automatic traffic lights were
0:01:29 > 0:01:33erected in Princes Square in 1927.
0:01:33 > 0:01:38In 1866, a statue was built in memory of Prince Albert,
0:01:38 > 0:01:41the unveiling of which brought Queen Victoria to
0:01:41 > 0:01:45Wolverhampton for her first public appearance since his funeral.
0:01:45 > 0:01:49Despite her grumpy reputation, Queen Vic was amused.
0:01:49 > 0:01:53She liked the statue and knighted the mayor.
0:01:53 > 0:01:56Founded in 659 AD
0:01:56 > 0:02:01by King Wulfhere, the city's motto has always been "Out of darkness,
0:02:01 > 0:02:05"cometh light" and I'm going to use that as my inspiration to rescue
0:02:05 > 0:02:09homeowners that have been thrown to the wolves by cowboy builders.
0:02:09 > 0:02:12This three-bed house in Albrighton on the outskirts
0:02:12 > 0:02:16of Wolverhampton is home to Susan and Ian Bartlett.
0:02:16 > 0:02:18They like this Shropshire village,
0:02:18 > 0:02:22which is convenient for Ian's job as a nurse with NHS Direct.
0:02:22 > 0:02:25And Susan, who is originally from Malaysia,
0:02:25 > 0:02:29is an interpreter for a local language school.
0:02:29 > 0:02:31The Bartletts wanted to extend their house
0:02:31 > 0:02:35so that Susan could start her dream business of teaching cookery classes
0:02:35 > 0:02:39and running a cake-making enterprise from home. Yummy!
0:02:39 > 0:02:43Susan also wanted to turn the kitchen into an office for her
0:02:43 > 0:02:47new business and Ian had always wanted a conservatory,
0:02:47 > 0:02:51so that was added to the wish list for the Bartletts' big renovation.
0:02:51 > 0:02:54The three-bedroom semi-detached house had
0:02:54 > 0:02:56been in the family for over ten years,
0:02:56 > 0:03:00since Ian and his sister inherited it after their mother passed away.
0:03:00 > 0:03:01Susan and Ian loved the house
0:03:01 > 0:03:04so much that they decided to buy his sister's share
0:03:04 > 0:03:09and they moved in with their three dogs, Cuddles, Ugi and Mimi.
0:03:09 > 0:03:12But as much as Ian, Susan and the dogs loved the house,
0:03:12 > 0:03:15it didn't match their dreams.
0:03:15 > 0:03:18So they decided to take the plunge.
0:03:18 > 0:03:22The most ambitious part of the project was converting the garage.
0:03:22 > 0:03:26We had wanted to have a bigger kitchen and we thought
0:03:26 > 0:03:32of converting the garage and utility room into a kitchen-diner.
0:03:32 > 0:03:36Susan and Ian also wanted to add an en suite bathroom
0:03:36 > 0:03:37to their downstairs bedroom.
0:03:37 > 0:03:41The Bartletts knew that all this work wouldn't come cheap
0:03:41 > 0:03:44but they really wanted to make their house work
0:03:44 > 0:03:47and of course their plans for a bit of home enterprise.
0:03:47 > 0:03:51They felt that by paying upfront to redevelop the space, that would be
0:03:51 > 0:03:55a worthwhile investment that would reap dividends in the long run.
0:03:55 > 0:03:58Ian suffered a minor stroke a couple of years ago,
0:03:58 > 0:04:00so Susan felt it was vital for her
0:04:00 > 0:04:03to take a more active part in earning money.
0:04:03 > 0:04:06She wanted Ian to take things easier.
0:04:06 > 0:04:09The Bartletts had used a local builder for small jobs
0:04:09 > 0:04:14around the house previously, so they decided to get him in for a quote.
0:04:14 > 0:04:17He came across as being very convincing.
0:04:17 > 0:04:19He had done other jobs as well.
0:04:19 > 0:04:21He was pleasant, very polite.
0:04:21 > 0:04:24You just have to go on trust when you want to engage a builder.
0:04:24 > 0:04:27You have to have an element of trust.
0:04:27 > 0:04:31I absolutely agree that you have to trust your builder,
0:04:31 > 0:04:34but take a tip from me, base that trust on firm evidence
0:04:34 > 0:04:37they're the right person for the job.
0:04:37 > 0:04:40Check out examples of their previous work
0:04:40 > 0:04:43and take up references from satisfied customers.
0:04:43 > 0:04:45If they have trust in the builder,
0:04:45 > 0:04:48then it will be easier for you to trust them too.
0:04:48 > 0:04:52Susan and Ian accepted the builder's assurances that he was up to the job
0:04:52 > 0:04:58and took out a big loan to cover his quote of over 27 grand.
0:05:00 > 0:05:03This included converting the garage, the kitchen,
0:05:03 > 0:05:07adding the new conservatory, refurbishing the lounge,
0:05:07 > 0:05:11the toilet and the new windows and doors.
0:05:12 > 0:05:17Work started in February 2011 with a target completion date of June.
0:05:17 > 0:05:21But as work began, things were a bit stop-start.
0:05:21 > 0:05:23Well, more stop than start.
0:05:23 > 0:05:25The builder kept going AWOL,
0:05:25 > 0:05:29giving imaginative reasons why he wasn't on the job.
0:05:31 > 0:05:35First it was a health and safety course for a week
0:05:35 > 0:05:39and then he started disappearing for two days, three days, not coming.
0:05:39 > 0:05:41He'd give us excuses.
0:05:41 > 0:05:43Each time he disappeared, he came back
0:05:43 > 0:05:47and emptied some windows and doors into the skip.
0:05:47 > 0:05:52I thought he was working somewhere else.
0:05:52 > 0:05:55The Bartletts confronted the builder
0:05:55 > 0:05:58because they realised it was a race against time.
0:05:58 > 0:06:01The builder told the Bartletts that he was getting married,
0:06:01 > 0:06:04but with the wedding date way after the date that the work was due
0:06:04 > 0:06:07to be completed, they weren't too worried.
0:06:07 > 0:06:10But with the schedule slipping, it looked like he would be saying
0:06:10 > 0:06:13his vows way before they would be saying their wows.
0:06:13 > 0:06:16It seemed from my own point of view in hindsight that he had
0:06:16 > 0:06:18bitten off more than he could chew.
0:06:18 > 0:06:22The Bartletts had another shock in store
0:06:22 > 0:06:25when their builder told them that he'd be disappearing yet again,
0:06:25 > 0:06:27this time on a family trip to Disneyland.
0:06:27 > 0:06:31His Mickey Mouse schedule was fast turning into a fairy story.
0:06:31 > 0:06:34And while he was having fun in the sun with his family,
0:06:34 > 0:06:37Ian and Susan felt like they were being taken for a ride.
0:06:37 > 0:06:40The Bartletts waited for their builder to return
0:06:40 > 0:06:43from his fun-packed summer holiday.
0:06:43 > 0:06:46They waited...and they waited.
0:06:46 > 0:06:49And they waited.
0:06:49 > 0:06:52The conservatory, the garage conversion
0:06:52 > 0:06:55and the bathroom would have to wait too.
0:06:56 > 0:07:00The builder finally came back on site at the start of November,
0:07:00 > 0:07:04six months after the original deadline for completion.
0:07:04 > 0:07:07And the Bartletts soon realised that they had
0:07:07 > 0:07:09a Lone Ranger on their hands.
0:07:09 > 0:07:12He spent a lot of time on his own, doing some of the work,
0:07:12 > 0:07:16he didn't always have the necessary help or support that he
0:07:16 > 0:07:20needed from, I suppose, a list of people he could rely on.
0:07:20 > 0:07:24And like all cowboys, this fella soon returned to his wandering
0:07:24 > 0:07:30ways, leaving a trail of incomplete and unsatisfactory work behind him.
0:07:30 > 0:07:34He left us with so much unfinished jobs.
0:07:34 > 0:07:38We didn't know where we were going to get money.
0:07:38 > 0:07:41The Bartletts were at the end of their tether.
0:07:41 > 0:07:45They summoned this cowboy for a pow-wow, just before Christmas.
0:07:45 > 0:07:50But there was no festive spirit coming from his direction.
0:07:50 > 0:07:53The cheeky builder gave Susan and Ian an ultimatum.
0:07:53 > 0:07:56He told them that he was in debt to the builders' merchants
0:07:56 > 0:07:59and unless he paid them what he owed for the Bartletts' kitchen,
0:07:59 > 0:08:03he'd be taken to court and possibly made bankrupt.
0:08:03 > 0:08:04The shocked Bartletts asked
0:08:04 > 0:08:08if there was anything they could do to keep the project going.
0:08:08 > 0:08:11Their builder told them that if they cleared his bill
0:08:11 > 0:08:15at the building suppliers, he would finish the job at no extra cost,
0:08:15 > 0:08:19other than a £750 payment on completion.
0:08:19 > 0:08:23AND he would give some money back at the end.
0:08:23 > 0:08:27Susan and Ian hoped their builder would return after Christmas.
0:08:27 > 0:08:30But beyond the festive binge came the January whinge.
0:08:30 > 0:08:33First, he reneged on the original agreement to offer them
0:08:33 > 0:08:35some money back.
0:08:35 > 0:08:39Then he demanded a new agreement to only complete half the work.
0:08:39 > 0:08:42When the Bartletts didn't agree to his demands, he told them
0:08:42 > 0:08:46that he would be withholding their completion certificates.
0:08:46 > 0:08:50Without completion certificates, the Bartletts would be in a real
0:08:50 > 0:08:53pickle if they ever tried to sell their house.
0:08:53 > 0:08:57They were sinking deeper and deeper into the cowboy trap
0:08:57 > 0:09:00and there was little they could do about it.
0:09:00 > 0:09:02The Bartletts had run out of patience,
0:09:02 > 0:09:06not to mention money and the builder had stopped turning up.
0:09:06 > 0:09:08It's a real sorry state of affairs.
0:09:08 > 0:09:11I want to find out more and see what we can do to help.
0:09:14 > 0:09:19- Hello. You must be Susan.- Yes. - I'm Clive from Cowboy Trap.
0:09:19 > 0:09:22- We've come to the rescue. - Oh, thank you.
0:09:22 > 0:09:25I know you've had cowboy builders on the property.
0:09:25 > 0:09:29- Do you mind letting me have a look around?- Yes, come on in.- Thank you.
0:09:29 > 0:09:32While Sue puts the kettle on, I want a sneaky peak.
0:09:32 > 0:09:37First stop, the conservatory and it's not a pretty sight.
0:09:37 > 0:09:40I have to say that according to Ian,
0:09:40 > 0:09:43his builder really specialised in windows and doors
0:09:43 > 0:09:46and conservatories.
0:09:46 > 0:09:49Well, if that is specialisation, I tell you what, I am worried
0:09:49 > 0:09:54because I look in here and I see into the corners there, they have
0:09:54 > 0:09:57actually got the internal corners,
0:09:57 > 0:10:00the cover caps are missing in two places.
0:10:00 > 0:10:04But the moment I look at this sill board - check this out.
0:10:04 > 0:10:06Now, sill boards are cut from one length.
0:10:06 > 0:10:09He's obviously done a mitre corner and obviously miscalculated
0:10:09 > 0:10:12but thought, "Oh, I tell you what, I'm still going to use it."
0:10:12 > 0:10:13Look at that.
0:10:13 > 0:10:18I reckon he's done this once but to make it look uniform he's
0:10:18 > 0:10:22done it all the way round and it looks awful.
0:10:22 > 0:10:24That should have been cut from one board
0:10:24 > 0:10:28and it would have looked great. So there is the first warning sign.
0:10:28 > 0:10:32Let's take a look at this so-called garage conversion.
0:10:35 > 0:10:38First of all, the thing that really stands out to me is this.
0:10:38 > 0:10:41Look, that's guttering of a good, old size
0:10:41 > 0:10:44to take the good British rain. Look at this.
0:10:44 > 0:10:47This is a Wendy house. Quite why he has put that there...
0:10:47 > 0:10:48Because look at the fall line here.
0:10:48 > 0:10:52When the water comes - whoosh - it's going to miss that completely.
0:10:52 > 0:10:54It's just coming straight down onto the decking
0:10:54 > 0:10:58and rather than that a reducer in, look, look what he's done.
0:10:58 > 0:11:00Here, this is, what, 50mm?
0:11:00 > 0:11:05So, you've got a 50mm pipe - look at this - going into a 100mm.
0:11:05 > 0:11:10And look at that - it's rubbish. Looking at this, look, it's not...
0:11:10 > 0:11:12That hasn't been fitted correctly at all.
0:11:12 > 0:11:16The joints are standing proud so moisture will get into there.
0:11:16 > 0:11:19All of this felt is pretty poor.
0:11:19 > 0:11:20It's been fitted badly.
0:11:20 > 0:11:24You'll also notice it looks like he's damaged...
0:11:24 > 0:11:26This is the parting wall.
0:11:26 > 0:11:28He's damaged the roof of the next-door neighbours
0:11:28 > 0:11:30and not done anything with it.
0:11:30 > 0:11:32This is all open as well.
0:11:32 > 0:11:34That should all be closed off to stop any rodents,
0:11:34 > 0:11:36anything getting in there.
0:11:36 > 0:11:38But here's used something called Flashband
0:11:38 > 0:11:42and it's got a dark grey feel to it.
0:11:42 > 0:11:46Underneath it's got a bitumen and you heat it up to seal it.
0:11:46 > 0:11:48It's really only a temporary job.
0:11:48 > 0:11:51That's not proper flashing in any way, shape or form.
0:11:51 > 0:11:55As I back off to have a look at the roof, it's all over the place.
0:11:55 > 0:11:57He's used Flashband in one area
0:11:57 > 0:12:01and then where he has actually done the felting to the roof,
0:12:01 > 0:12:05he's chopped it into the wall, to act as a flashing, if you like,
0:12:05 > 0:12:07and that should be all lead flashed.
0:12:07 > 0:12:10So it's just not good enough in any way, shape or form.
0:12:10 > 0:12:14That roof is poor. I don't know how long that will last.
0:12:14 > 0:12:19All the seams and the seals. I'd give it, perhaps, two years tops.
0:12:19 > 0:12:22I wouldn't be surprised if it's not even letting in water now.
0:12:22 > 0:12:26Everywhere you look there are problems to contend with.
0:12:26 > 0:12:29He has had to replace this cement-based tile here
0:12:29 > 0:12:34and he has mixed some mortar. Look at this. See what I mean?
0:12:34 > 0:12:37What he has forgot - that's just sand.
0:12:37 > 0:12:39Actually, what he's forgot is any cement.
0:12:39 > 0:12:41I mean, what is the point of that?
0:12:41 > 0:12:45It's an awful mix and, as you can see, I've got an armful of it now.
0:12:46 > 0:12:48This guy, as I say, not a clue.
0:12:48 > 0:12:51Let's look inside.
0:12:51 > 0:12:54'Oh, dear. He's got the tiles wrong as well.'
0:12:54 > 0:12:57I can feel movement under here straight away.
0:12:57 > 0:12:59I have to say, yes, I'm only nine stone, wet through,
0:12:59 > 0:13:01in real life but these are moving.
0:13:01 > 0:13:06I'll tell you something else. The grout is already exploding out.
0:13:06 > 0:13:09Looking around at the units,
0:13:09 > 0:13:12I'm sure these units were pretty expensive.
0:13:12 > 0:13:15This guy was definitely out of his depth.
0:13:16 > 0:13:18That's a fact.
0:13:20 > 0:13:21Look at this plumbing.
0:13:21 > 0:13:24I know we are close to Birmingham but I wasn't expecting to
0:13:24 > 0:13:28find Spaghetti Junction in the Bartletts' study.
0:13:28 > 0:13:31And the waste from the downstairs shower room just
0:13:31 > 0:13:32empties into nowhere.
0:13:33 > 0:13:38Upstairs in the bathroom, the standard of finishing is dire.
0:13:38 > 0:13:40The showerhead is wonky too.
0:13:40 > 0:13:43It doesn't look like the showerhead's even secure.
0:13:43 > 0:13:48Look at that. That is horrible. Look at that.
0:13:48 > 0:13:51Now, that showerhead is a very expensive showerhead.
0:13:51 > 0:13:55It's such a lovely-looking thing, very contemporary
0:13:55 > 0:13:58but it has been installed awfully.
0:13:58 > 0:14:00And things don't look any better outside.
0:14:00 > 0:14:03I do not like the look of this brickwork.
0:14:03 > 0:14:08I have to say, looking at his brickwork, he hasn't laid to line
0:14:08 > 0:14:11and again this is something I always go on about -
0:14:11 > 0:14:12getting your mortar mixes right
0:14:12 > 0:14:16so you have not got a patchwork quilt of different colours.
0:14:16 > 0:14:19How they've dried is not brilliant.
0:14:19 > 0:14:22And he has made a right mess of the damp course.
0:14:23 > 0:14:26At the bottom here, you'll see that little...
0:14:26 > 0:14:28There is a black plastic bit that sticks out.
0:14:28 > 0:14:30It's Neoprene in actual fact.
0:14:30 > 0:14:33That prevents any moisture rising up through the brickwork.
0:14:33 > 0:14:36It should be at 150mm, so two bricks up.
0:14:36 > 0:14:39He has actually got it at one brick.
0:14:39 > 0:14:41This bungling builder has well and truly
0:14:41 > 0:14:43bitten off more than he can chew.
0:14:43 > 0:14:46He has not only taken Susan and Ian's money but he has
0:14:46 > 0:14:51left them with a rubbish roof, a criminal kitchen and dodgy drainage.
0:14:51 > 0:14:55Not to mention bogus brickwork, a squinty showerhead
0:14:55 > 0:14:57and a terrible tap stand.
0:14:57 > 0:15:01The Bartletts have shelled out over 27 grand
0:15:01 > 0:15:05but all they have got in return is a cowboy calamity.
0:15:05 > 0:15:07Good girl. Good girl.
0:15:07 > 0:15:09But don't just take my word for it.
0:15:09 > 0:15:13I've invited independent building inspector Nigel Mason along
0:15:13 > 0:15:14to see what he thinks.
0:15:21 > 0:15:24There's the main issues about the drainage
0:15:24 > 0:15:27and the cold water supplies which just clearly haven't been finished.
0:15:27 > 0:15:30General workmanship and things just not finished off
0:15:30 > 0:15:32is also a common theme.
0:15:32 > 0:15:36The detailing against the neighbouring wall
0:15:36 > 0:15:40and the existing wall to the house is just very poor flashing details
0:15:40 > 0:15:44and it's not a long-term job that was going to run the test of time.
0:15:44 > 0:15:46What about the bathroom?
0:15:46 > 0:15:48It could have been nice. It could have been so good, couldn't it?
0:15:48 > 0:15:52But again, you know, lack of attention to detail.
0:15:52 > 0:15:55Some of the plasterwork finishing is horrendous.
0:15:55 > 0:15:58You just wouldn't have left it in that condition.
0:15:58 > 0:16:01- Even to think about painting it. - Yes.
0:16:01 > 0:16:06And clearly things just not finished off, boxing into the pipe work.
0:16:06 > 0:16:08It's a shame cos it could have been such a nice...
0:16:08 > 0:16:11- It could have been a really nice conversion.- It could, yes.
0:16:11 > 0:16:15On balance, some of the things potentially look good
0:16:15 > 0:16:17but when you scratch a little bit deeper you see
0:16:17 > 0:16:21some of the weaknesses and I think, really, it's a four and a half.
0:16:21 > 0:16:25I think that's a generous four and a half, Nigel, to be honest with you.
0:16:25 > 0:16:28Four and a half out of 10 it shall be, sir.
0:16:28 > 0:16:30Your input, as ever, is invaluable to us
0:16:30 > 0:16:33and it's great to see you again, by the way.
0:16:33 > 0:16:36But it's not great looking at this catastrophe.
0:16:36 > 0:16:40It no surprise building control found nine serious problems
0:16:40 > 0:16:41with this build.
0:16:41 > 0:16:45Sue and Ian are starting to have suspicions about where
0:16:45 > 0:16:47their money went.
0:16:47 > 0:16:50There were lots of little tell-tale signs that I noticed.
0:16:50 > 0:16:53When he was asking for payment it also seems to coincide with...
0:16:53 > 0:16:56- Having a week off? - ..personal issues in his life.
0:16:56 > 0:16:59There was the stag night in Edinburgh.
0:16:59 > 0:17:03There was the honeymoon in Sharm el-Sheikh.
0:17:03 > 0:17:07There was the kids'...
0:17:07 > 0:17:08..holiday.
0:17:08 > 0:17:11The cynic in me was beginning to think then,
0:17:11 > 0:17:14"Is he just using this money which he's supposed to be using
0:17:14 > 0:17:16"on his business for his personal use?"
0:17:16 > 0:17:18Take a tip from me.
0:17:18 > 0:17:23Agree to a payment schedule with your builder before any work starts.
0:17:23 > 0:17:26Write it down and stick to it.
0:17:26 > 0:17:28Never pay your builder in cash
0:17:28 > 0:17:31and ask to see receipts for any materials purchased.
0:17:31 > 0:17:35That way, you know where your money's going.
0:17:35 > 0:17:39This guy is playing at being a builder. That's it.
0:17:39 > 0:17:42I'm just seeing from the surface what I believe it's like,
0:17:42 > 0:17:43so you're now out of pocket.
0:17:43 > 0:17:49'Yep, 27 grand out of pocket for a bathroom with a dodgy shower
0:17:49 > 0:17:51'and a kitchen they can't cook in.'
0:17:51 > 0:17:54Look, we're going to bring in the good guys.
0:17:54 > 0:17:58All I'll say to you, I know it's going to be difficult for you
0:17:58 > 0:18:02but I'd like you to try and avoid the work as much as possible,
0:18:02 > 0:18:06so that when I come back when the work's been completed,
0:18:06 > 0:18:10I'll be able to show you hopefully something really nice.
0:18:10 > 0:18:13- Thank you very much.- Pleasure.
0:18:13 > 0:18:17'And it's also a pleasure to see these guys arriving.
0:18:17 > 0:18:20'It's time to put this sorry situation to rights,
0:18:20 > 0:18:25'and local builder Adrian and his team plan to do just that.'
0:18:25 > 0:18:26Nothing's been done properly.
0:18:26 > 0:18:29I haven't seen any aspect of the job
0:18:29 > 0:18:32where they've taken any care or pride in their work.
0:18:32 > 0:18:36'They waste no time getting to grips with that rubbish roof.'
0:18:36 > 0:18:38The way it's been felted in the first place,
0:18:38 > 0:18:41it's just not a very good job at all.
0:18:41 > 0:18:43He's left a lot of the old felt underneath,
0:18:43 > 0:18:46just gone over it with one layer and basically left it all in.
0:18:46 > 0:18:49It was definitely leaking. As we've started stripping it,
0:18:49 > 0:18:52you can see water underneath the felt already.
0:18:52 > 0:18:56It's not a good job at all, not stuck into the wall very well.
0:18:56 > 0:18:59The best way around it is strip it off and restate it with a new one.
0:18:59 > 0:19:02Hopefully put it right, make it look posh.
0:19:02 > 0:19:06'It's a big job to salvage the situation indoors too,
0:19:06 > 0:19:09'so the Bartletts are chipping in to help get the job done.'
0:19:10 > 0:19:13It looks like the kitchen used to be across here.
0:19:13 > 0:19:16Obviously, these are the mess of pipes
0:19:16 > 0:19:18that used to be behind the units.
0:19:18 > 0:19:21The builder's just left them, some of them uncapped.
0:19:21 > 0:19:25He's left open waste pipes, as you can see.
0:19:25 > 0:19:27They are now leaking from the upstairs bathroom
0:19:27 > 0:19:30and the floor here's soaking wet.
0:19:30 > 0:19:33This has been leaking for the last year since he started the job.
0:19:33 > 0:19:37You've got a horrendous smell in here. It's a nightmare.
0:19:37 > 0:19:41'The good guys have their work cut out, spotting and fixing
0:19:41 > 0:19:45'this builder's bodges, but they dive into those dodgy drains,
0:19:45 > 0:19:49'fling themselves into the flooring and rise to the roofing challenge.
0:19:49 > 0:19:54'Unlike their cowboy builder who was never on the job,
0:19:54 > 0:19:58'the Bartletts have loved having the good guys around.'
0:19:58 > 0:20:01We do see a very big difference.
0:20:01 > 0:20:06They're very diligent in their work, they are very committed.
0:20:06 > 0:20:12Time is of the essence. They are here on time every day.
0:20:12 > 0:20:18They hardly ever stop for a drink, not like our former builder.
0:20:18 > 0:20:20'It just goes to show what can be achieved
0:20:20 > 0:20:23'when you get the good guys on the job.
0:20:23 > 0:20:26'But can they create the transformation
0:20:26 > 0:20:28'of the Bartletts' dreams?
0:20:28 > 0:20:30'Only time will tell.'
0:20:36 > 0:20:38I'm back in the Shropshire village of Albrighton,
0:20:38 > 0:20:42home to Ian and Susan Bartlett, whose home improvement plans
0:20:42 > 0:20:46left a sour taste when their builder bit off more than he could chew.
0:20:46 > 0:20:49'Remember, the Bartletts had ambitious plans
0:20:49 > 0:20:52'to convert their house to create more space.
0:20:52 > 0:20:55'They enlisted the help of a local builder
0:20:55 > 0:20:58'but all they got was a malfunctioning kitchen,
0:20:58 > 0:21:03'a shoddy conservatory and a faulty bathroom.'
0:21:03 > 0:21:08'Luckily, our good guys led by Adrian have been on the case.
0:21:08 > 0:21:11'But they found a few nasty surprises along the way.
0:21:11 > 0:21:14'The cowboy builder had bodged the plumbing
0:21:14 > 0:21:18'and left a wastepipe draining into a kitchen cupboard.
0:21:18 > 0:21:21'He'd fitted the shower door on back-to-front
0:21:21 > 0:21:22'and talking of doors,
0:21:22 > 0:21:26he hadn't fitted externally rated doors into the conservatory.
0:21:26 > 0:21:28'A schoolboy error.
0:21:28 > 0:21:31'The good guys also worked on the deck roof
0:21:31 > 0:21:36'to stop water leaking through, and they insulated the gas meter.
0:21:36 > 0:21:40'They really have pulled out all the stops on this job.'
0:21:42 > 0:21:44This is the bit I always love.
0:21:44 > 0:21:48Showing the homeowners what the good guys are capable of.
0:21:48 > 0:21:49Looking from the outside,
0:21:49 > 0:21:52straight away I notice a massive difference.
0:21:52 > 0:21:55I have to say first of all, the thing that catches my eye
0:21:55 > 0:21:57is the felting on the roof.
0:21:57 > 0:22:00Real good quality compared to that rubbish before
0:22:00 > 0:22:03that I wouldn't even put on a shed.
0:22:03 > 0:22:06The upstands, the flashing, everything - much better.
0:22:07 > 0:22:10'It's a big improvement inside too,
0:22:10 > 0:22:13'where the Bartletts' longed-for study is looking,
0:22:13 > 0:22:16'well, like a study.'
0:22:16 > 0:22:22Yeah. What a difference. This room is now amazing.
0:22:22 > 0:22:25Wonderful and clean, neutral colours.
0:22:25 > 0:22:27You've got laminate flooring as well.
0:22:27 > 0:22:29It just looks fantastic and it's a great study for Ian.
0:22:29 > 0:22:33No two ways about it. I have to say, do you remember here, though?
0:22:33 > 0:22:37This was just a maze of live cables, there was waste pipes.
0:22:37 > 0:22:40The one from the bathroom was going nowhere.
0:22:40 > 0:22:43The one from the sink was actually terminated
0:22:43 > 0:22:47into one of the cabinets, one of the cupboards in the kitchen.
0:22:47 > 0:22:49Just amazing really when you think about it.
0:22:49 > 0:22:54The corners this guy cut and the breaches of building regs he made.
0:22:54 > 0:22:57To see it now, it's totally different.
0:22:57 > 0:23:01'In the bathroom, the good guys have added all those finishing touches
0:23:01 > 0:23:06'which were beyond the clueless cowboy.
0:23:06 > 0:23:08'Now on to the garage conversion.
0:23:08 > 0:23:12'I can already see the drainage is much better.'
0:23:12 > 0:23:15The quality of this is amazing. Remember the guttering?
0:23:15 > 0:23:19It was only about two inches, which is good enough for a shed, maybe,
0:23:19 > 0:23:22but now we've got the proper guttering on too.
0:23:22 > 0:23:26'The good guys have also boxed in the exposed tap stand -
0:23:26 > 0:23:28'nice work, fellas.'
0:23:28 > 0:23:32Do you remember here the tap stand? That was all exposed
0:23:32 > 0:23:35and I think it was held to the wall with a few cable clips.
0:23:35 > 0:23:38Not any more. It's been boxed in lovely with this plastic extrusion.
0:23:38 > 0:23:41It looks great.
0:23:41 > 0:23:44'And they've added external doors to separate the home
0:23:44 > 0:23:46'from the conservatory,
0:23:46 > 0:23:49'satisfying building regulations and impressing me.
0:23:49 > 0:23:53'We contacted the builder to hear what he had to say.
0:23:53 > 0:23:57'He told us he made it very clear that all the works were outlined
0:23:57 > 0:24:01'in the original contract, that his quote was subject to change
0:24:01 > 0:24:04'depending on any unforeseen work they added,
0:24:04 > 0:24:07'which he claims they did on numerous occasions,
0:24:07 > 0:24:12'but the Bartletts claim to have settled any extra work on the spot.
0:24:12 > 0:24:14'The builder blames Susan for the schedule over-running,
0:24:14 > 0:24:19'because she kept asking for extra work to be done.'
0:24:19 > 0:24:24Do you think, Ian, therefore that maybe he's putting the blame
0:24:24 > 0:24:28towards Susan and yet he created a lot of this extra work?
0:24:28 > 0:24:32I think as far as our builder is concerned,
0:24:32 > 0:24:35he began to realise soon after he started the work
0:24:35 > 0:24:38that he'd taken on more than he could chew.
0:24:38 > 0:24:44When we approached him to find us a builder to do the job,
0:24:44 > 0:24:47probably at that time he did not have enough work
0:24:47 > 0:24:51and he thought that this would be a good opportunity
0:24:51 > 0:24:52for him to do a job.
0:24:52 > 0:24:59Possibly, he has not realised how big the job would be.
0:24:59 > 0:25:02Then when he was midway through that,
0:25:02 > 0:25:06he realised he had too much on his hands
0:25:06 > 0:25:10and that's how he tried to get more and more out of us,
0:25:10 > 0:25:15but of course, we are not able to pay what he demanded later
0:25:15 > 0:25:19because that's the budget that we have.
0:25:19 > 0:25:22'There's no doubt this builder was out of his depth
0:25:22 > 0:25:25'or that his work fell well short of the standards
0:25:25 > 0:25:28'you'd expect from a skilled tradesmen.
0:25:28 > 0:25:31'The good guys have come in to banish the bodges
0:25:31 > 0:25:35'and I can't wait to show Ian and Susan how much can be achieved
0:25:35 > 0:25:38'when you get the right people on the job.
0:25:38 > 0:25:42'First up, I want to show them the rip-roaring new roof.'
0:25:42 > 0:25:46- Ooh. Amazing.- Astonishing.
0:25:46 > 0:25:49The roof was important to you, Susan, particularly because
0:25:49 > 0:25:52that is the area, the kitchen, where you wanted to train
0:25:52 > 0:25:56people how to cook and make your own pastry and that sort of thing.
0:25:56 > 0:25:59Knowing now that's secure up there, how does that make you feel?
0:26:02 > 0:26:05I can't describe my feelings, honestly.
0:26:05 > 0:26:07I'm just too overwhelmed by this.
0:26:07 > 0:26:10- It's wonderful, isn't it?- It is.
0:26:12 > 0:26:14'Well, the roof has certainly raised a smile,
0:26:14 > 0:26:18'so what will Susan and Ian think of their new study?'
0:26:22 > 0:26:25You're going to love this.
0:26:29 > 0:26:33- What a difference! - It is, it's amazing.
0:26:33 > 0:26:37It's great, isn't it? In here, it was like a complete mess.
0:26:37 > 0:26:39Remember, this wall just had open pipes.
0:26:39 > 0:26:45We had cables all over the place. It really was a mess, wasn't it?
0:26:45 > 0:26:49- All exposed to everything. - Holes on the walls...
0:26:49 > 0:26:53Look at it wonderfully decorated now. We've got laminate floor.
0:26:55 > 0:26:58What sort of a difference is this going to make to you?
0:26:58 > 0:27:00I tell you what, it's going to make it
0:27:00 > 0:27:04into a really nice office that we can be proud of.
0:27:04 > 0:27:07We can get our businesses off the ground...
0:27:07 > 0:27:09I'm sorry, I'm just losing my voice.
0:27:09 > 0:27:12Listen, don't you worry about that, don't you worry.
0:27:12 > 0:27:15- It's nice to get excited. - I'm very emotional about it, really.
0:27:15 > 0:27:19My wife has craved a nice office really for her business as well,
0:27:19 > 0:27:23and it's going to be something that we can both enjoy, really.
0:27:23 > 0:27:27Like an empty canvas that we can start to work on.
0:27:27 > 0:27:30Absolutely wonderful. You're just amazing.
0:27:30 > 0:27:32It's not me, it's down to the good guys.
0:27:32 > 0:27:34This is what the good guys can do!
0:27:38 > 0:27:44'The good guys have really pushed the boat out on this job.
0:27:44 > 0:27:48'The bathroom is a masterpiece of contemporary design and finishing,
0:27:48 > 0:27:52'the conservatory is the haven of tranquillity Ian wanted,
0:27:52 > 0:27:56'complete with beautiful new doors, and the kitchen is ready for Susan
0:27:56 > 0:27:59'to bake all sorts of wonderful treats.'
0:28:02 > 0:28:04Well, I think we can safely say that's one up to the good guys.
0:28:04 > 0:28:06Another job well done,
0:28:06 > 0:28:10and we got Ian and Susan's life and their plans back on track.
0:28:10 > 0:28:14Remember, the majority of builders out there are great ones,
0:28:14 > 0:28:16but I've a message for all the bad guys out there.
0:28:16 > 0:28:19Watch out, because we're on your trail.
0:28:22 > 0:28:25Subtitles by Red Bee Media Ltd