0:00:07 > 0:00:10We're travelling all over Britain
0:00:10 > 0:00:14unearthing a grim account of the country's worst builder blunders.
0:00:14 > 0:00:18It was tough. We were newly married and we were arguing
0:00:18 > 0:00:21about we should have done this, it's your fault, it's my fault.
0:00:21 > 0:00:23Cowboy builders don't mess up on the job,
0:00:23 > 0:00:26they mess with people's lives, too.
0:00:26 > 0:00:29- Tell me how much it's cost you. - £50,000 now.
0:00:29 > 0:00:34- £50,000?- Yes.
0:00:34 > 0:00:36I've got the good guys in my posse.
0:00:36 > 0:00:40Top tradespeople, too, who will help right all those wrongs.
0:00:40 > 0:00:44Skirting's on, doors on, all the electrics in.
0:00:44 > 0:00:46Bravo!
0:00:46 > 0:00:49Remember, there are simple rules to follow
0:00:49 > 0:00:52that could keep you out of the Cowboy Trap.
0:01:03 > 0:01:06Today's Cowboy Trap is set in London,
0:01:06 > 0:01:08one of the world's greatest cities.
0:01:08 > 0:01:11Tourists flock here for the famous landmarks,
0:01:11 > 0:01:15the fabulous shopping and, of course, the handsome fellas.
0:01:15 > 0:01:20Who are almost as good looking as us Midlands hunks! Hee-hee!
0:01:20 > 0:01:23We're in Osterley, in the London Borough of Hounslow
0:01:23 > 0:01:25on the outskirts of the city.
0:01:25 > 0:01:27It's prime commuter-belt territory,
0:01:27 > 0:01:31but only half an hour by Tube to the London city centre.
0:01:31 > 0:01:35And as you can hear, we're also very close to Heathrow.
0:01:35 > 0:01:38But I'm not here to find a highflier.
0:01:38 > 0:01:42Our cowboy builder is more like a fly-by-night.
0:01:42 > 0:01:45His unlucky victims have lived here
0:01:45 > 0:01:48in this two-bedroomed flat for a year.
0:01:48 > 0:01:52Daniel and Carsten Hansen Wood work in sales and marketing.
0:01:52 > 0:01:55They tied the knot at a civil partnership a year ago,
0:01:55 > 0:02:00with a ceremony at the magnificent Kew Gardens.
0:02:00 > 0:02:04Our wedding day was exactly as I had imagined it
0:02:04 > 0:02:06and as we were hoping it to be.
0:02:06 > 0:02:08The wedding took 18 months to plan.
0:02:08 > 0:02:10And with that out of the way,
0:02:10 > 0:02:16Daniel and Carsten could now look to their future as a married couple.
0:02:16 > 0:02:19It's our chance to have a fresh start together.
0:02:19 > 0:02:21Carsten's finished university
0:02:21 > 0:02:23and we thought this is a great time
0:02:23 > 0:02:28to really get both our careers on track and to really make a home.
0:02:28 > 0:02:33Daniel and Carsten couldn't wait to embark upon their new life together.
0:02:33 > 0:02:36And it wasn't long before they found the place of their dreams.
0:02:36 > 0:02:39But, of course, this being Cowboy Trap,
0:02:39 > 0:02:42it was the beginning of their nightmare.
0:02:42 > 0:02:47Daniel and Carsten had decided to focus their search in Osterley.
0:02:47 > 0:02:51It was an easy commute and they loved the leafy, rural feel.
0:02:51 > 0:02:55The flat they found in a 1930s apartment block
0:02:55 > 0:02:57was just what they were after.
0:02:57 > 0:03:01This flat, we always used to come and look at the building.
0:03:01 > 0:03:03It's right next to the Tube station.
0:03:03 > 0:03:06So when we actually scraped enough money together for a deposit,
0:03:06 > 0:03:09we could actually afford to buy somewhere here.
0:03:09 > 0:03:12Somewhere came up on the top floor, we thought it was great.
0:03:12 > 0:03:14It seemed like fate.
0:03:14 > 0:03:19The outside was perfect, but the inside needed work.
0:03:19 > 0:03:24We wanted it to be modern, but we also wanted it to be quite...
0:03:24 > 0:03:27not traditional, but we wanted to have some of the features,
0:03:27 > 0:03:31so we have the covings and fireplace
0:03:31 > 0:03:36and those things that were nice from the old 1930s, the building,
0:03:36 > 0:03:40but we wanted it to be a bit more modern, a bit more fresh and young.
0:03:40 > 0:03:47Daniel and Carsten drew up plans for a new bathroom and a new kitchen.
0:03:47 > 0:03:49Internal doors were to be replaced,
0:03:49 > 0:03:52new plumbing put in and the electrics rewired.
0:03:52 > 0:03:54It was an ambitious project.
0:03:54 > 0:03:59When we took over the flat, it was very, very, very dated.
0:03:59 > 0:04:03- There was lots of dodgy electrics. - Everything needed a good update.
0:04:03 > 0:04:05To transform their antiquated apartment,
0:04:05 > 0:04:09Daniel and Carsten had to find a builder.
0:04:09 > 0:04:15They were recommended one by a sales rep who'd sold them some windows.
0:04:15 > 0:04:20We met the guy and he seemed to understand what we were looking for.
0:04:20 > 0:04:24He said, "It's a fairly basic job, it's cosmetics, it's not massive.
0:04:24 > 0:04:28"So it's something I can easily do."
0:04:28 > 0:04:33Daniel and Carsten hired the builder on the spot.
0:04:33 > 0:04:35Oh, dear.
0:04:35 > 0:04:40The boys failed to take up any references, which was a big mistake.
0:04:40 > 0:04:44Alarm bells should have been ringing when it came to paying the money.
0:04:44 > 0:04:49On this job, it was...I can only describe it as highly irregular.
0:04:49 > 0:04:54The builder quoted just under £28,000 for the full renovation,
0:04:54 > 0:04:59stipulating that two payments of over £7,000 must be paid upfront -
0:04:59 > 0:05:03one into his girlfriend's bank account,
0:05:03 > 0:05:06and the other into his friend's account.
0:05:07 > 0:05:12Take my advice. Avoid paying huge chunks of money upfront.
0:05:12 > 0:05:17A decent builder has an account with a supplier, so shouldn't need it.
0:05:17 > 0:05:21And if you're asked to pay a third party, run for the hills.
0:05:21 > 0:05:24Your builder might be trying to avoid paying taxes or VAT.
0:05:24 > 0:05:27A gilt-edged clue that he's a cowboy.
0:05:28 > 0:05:34It wasn't just the dodgy accounting that should have rung alarm bells.
0:05:34 > 0:05:38There were other warning signs that things were amiss.
0:05:38 > 0:05:41When he started, I asked him for some of the receipts
0:05:41 > 0:05:44because I said I need to see where the money has gone to.
0:05:44 > 0:05:49But when he actually sent me the receipt, it was for drill bits,
0:05:49 > 0:05:54it was for his tools that he was supposed to have bought.
0:05:54 > 0:05:58It was expensive equipment
0:05:58 > 0:06:00that we expected he had with him already,
0:06:00 > 0:06:03not something that we had to pay for.
0:06:03 > 0:06:06Luckily, the boys had their wits about them
0:06:06 > 0:06:09to insist on a new payment plan of two instalments -
0:06:09 > 0:06:12one on completion of the works.
0:06:12 > 0:06:14However, as it turned out,
0:06:14 > 0:06:18this guy was demanding money from them willy-nilly.
0:06:18 > 0:06:21He actually told us after halfway through the job,
0:06:21 > 0:06:24he said to us, that initial payment you made to me,
0:06:24 > 0:06:28I think in total for the materials and to secure him,
0:06:28 > 0:06:34he'd used about £2,500 of that towards his divorce lawyer.
0:06:34 > 0:06:37The situation went from bad to worse.
0:06:37 > 0:06:42The builder told Daniel and Carsten that his mother had recently died.
0:06:42 > 0:06:47Obviously, that was a cue for another financial demand.
0:06:47 > 0:06:52He did ask me for more money to pay towards his mother's headstone,
0:06:52 > 0:06:55or towards, I think, not necessarily the headstone,
0:06:55 > 0:06:58but towards the funeral costs.
0:06:58 > 0:07:01Which we felt... We didn't pay,
0:07:01 > 0:07:06but we felt emotional blackmail to be put in that position.
0:07:06 > 0:07:11And it wasn't just the bizarre finances that were an issue.
0:07:11 > 0:07:13The project was way behind schedule.
0:07:13 > 0:07:17We moved into a studio at our own expense
0:07:17 > 0:07:22to give him the chance to really go to town and get things in quickly.
0:07:22 > 0:07:25But in that first week, we would come to the house
0:07:25 > 0:07:30and came off the Tube in the evening and came, nothing had been done.
0:07:30 > 0:07:31Nothing had been touched.
0:07:31 > 0:07:34And then we're saying, "Where are you?" We couldn't get hold.
0:07:34 > 0:07:38It would be sometimes two or three days, we couldn't get hold of him.
0:07:38 > 0:07:41And we're thinking, we're paying a lot of money to be in a studio flat,
0:07:41 > 0:07:45squished into this small space and nothing is happening.
0:07:45 > 0:07:49Feeling they could no longer trust the builder, the boys decided
0:07:49 > 0:07:52that they were going to supply all the materials from now on.
0:07:52 > 0:07:54On the face of it, that seems like a great idea,
0:07:54 > 0:07:59but all it did was turn an already complicated money situation
0:07:59 > 0:08:00into a right old mess.
0:08:01 > 0:08:03Take my advice.
0:08:03 > 0:08:07This kind of arrangement can lead to major disputes over money.
0:08:07 > 0:08:10Especially if there's no proper documentation.
0:08:10 > 0:08:14It can give the contractor an opportunity to blame materials
0:08:14 > 0:08:17and their delivery times to hike up the costs.
0:08:17 > 0:08:19Leave material purchases to the builder,
0:08:19 > 0:08:22but keep track of their receipts.
0:08:27 > 0:08:29When Daniel and Carsten's builder did turn up,
0:08:29 > 0:08:32the quality of his work was poor.
0:08:32 > 0:08:35The tiles were badly fitted,
0:08:35 > 0:08:36the flooring was unfinished
0:08:36 > 0:08:39and his plumbing efforts were a disaster.
0:08:39 > 0:08:45There was water leaking from the bathroom into the neighbour's downstairs flat.
0:08:45 > 0:08:47We'd not lived here that long
0:08:47 > 0:08:51and for our neighbour to call us up at 5:00am, saying,
0:08:51 > 0:08:55"There's water coming through my ceiling, you need to get here,"
0:08:55 > 0:08:59and we're worried because we can't get hold of the builder, we don't know what to do,
0:08:59 > 0:09:03and it's like, you know, it's upsetting because you think,
0:09:03 > 0:09:06what am I putting the person below through? What must they think of us?
0:09:06 > 0:09:10This has all the classic ingredients of a cowboy builder story.
0:09:10 > 0:09:14Murky arrangements over the money, shoddy workmanship
0:09:14 > 0:09:16and a catalogue of excuses.
0:09:16 > 0:09:19But this is no ordinary builder bodge.
0:09:19 > 0:09:22Because things were about to take a sinister turn.
0:09:22 > 0:09:24He was going to be going away on holiday -
0:09:24 > 0:09:26for someone who had no money -
0:09:26 > 0:09:32and he wanted some money before he left.
0:09:32 > 0:09:34Wanting to keep the peace,
0:09:34 > 0:09:38Daniel agreed to give the builder a few hundred quid.
0:09:38 > 0:09:41But the builder had a very different idea.
0:09:41 > 0:09:43He delivered an ultimatum.
0:09:43 > 0:09:47"I want 70% of the money that's outstanding."
0:09:47 > 0:09:49I was, like, "70%?"
0:09:49 > 0:09:51There's nothing really for him to come back after his holiday.
0:09:51 > 0:09:54Um...so, I was, like, "No."
0:09:54 > 0:09:56He actually threatened us
0:09:56 > 0:09:59to say if we don't pay him the outstanding money,
0:09:59 > 0:10:02and what he's saying that we owe him extra for extra work,
0:10:02 > 0:10:06he will literally come and, um...
0:10:06 > 0:10:10break down the door and come and smash everything up.
0:10:12 > 0:10:16Not surprisingly, Daniel and Carsten were terrified.
0:10:16 > 0:10:20They called the police, who asked to be kept informed.
0:10:20 > 0:10:25And just days later, the builder showed up again.
0:10:25 > 0:10:28He was swearing, saying he was going to kick in the door, in no uncertain terms
0:10:28 > 0:10:31and that he wanted his tools back.
0:10:33 > 0:10:35They returned his equipment,
0:10:35 > 0:10:40but three months on, they still live in fear he might come back.
0:10:40 > 0:10:44The whole experience has placed the couple under enormous strain.
0:10:44 > 0:10:47With materials, they've forked out 50 grand
0:10:47 > 0:10:49and been left in such a mess,
0:10:49 > 0:10:52they have to live in one room with their cats.
0:10:52 > 0:10:54And to add insult to injury,
0:10:54 > 0:11:00they were menaced by the man they trusted with their money.
0:11:00 > 0:11:05To feel so threatened in your own home that you've put so much into,
0:11:05 > 0:11:09it is upsetting for both of us.
0:11:09 > 0:11:11What a shocking story.
0:11:11 > 0:11:14This flat was much more than a first home to these guys,
0:11:14 > 0:11:17it was the start of their new life together.
0:11:17 > 0:11:21If ever there was a need for good guys to be on hand, it's now.
0:11:21 > 0:11:26Let's see if we can help Daniel and Carsten out of the Cowboy Trap.
0:11:26 > 0:11:31No lifts. This is the top floor, and it's the 21st century.
0:11:31 > 0:11:34I know you think I need the exercise, you cheeky devils.
0:11:34 > 0:11:38OK. So, right, I think this must be it.
0:11:41 > 0:11:45- OK, you guys are Daniel and Carsten, but which one's which?- I'm Daniel.
0:11:45 > 0:11:48Nice to meet you, Daniel. Hi, Carsten.
0:11:48 > 0:11:51- Now, I hear you've had problems with cowboy builders.- Yes.
0:11:51 > 0:11:54It's been a long walk up. Let's have a look at the problems.
0:11:54 > 0:11:58While they put the kettle on, I'm going to have a quick look around.
0:11:58 > 0:12:02The first thing that strikes me is the lack of doors.
0:12:02 > 0:12:04I do like a room with a door, me.
0:12:04 > 0:12:07OK. So this is the shower area.
0:12:07 > 0:12:13You'll see here tiles not been completed, on the threshold there.
0:12:13 > 0:12:17The closer I look, the worse it gets.
0:12:17 > 0:12:22All the studwork here for this panel is actually untreated timber.
0:12:22 > 0:12:24Now, there's moisture in the air,
0:12:24 > 0:12:27there's a lot of humidity, steam, that sort of thing.
0:12:27 > 0:12:29An extractor will only take so much out.
0:12:29 > 0:12:32That really needed to be weatherboard.
0:12:33 > 0:12:36But you only need waterproofing if the shower works.
0:12:36 > 0:12:38And guess what?
0:12:38 > 0:12:42With this blocked up in here, there's every chance
0:12:42 > 0:12:46that there's probably been a post-leak in there.
0:12:46 > 0:12:49So that's why there's been invasive work to have a look at it.
0:12:49 > 0:12:51That plumbing is such a mess,
0:12:51 > 0:12:56I reckon it's got more leaks than a Welsh allotment.
0:12:56 > 0:13:00And look at this sink. I've seen jelly that's more stable.
0:13:00 > 0:13:04Onto the kitchen. Two words. Not good.
0:13:04 > 0:13:09Looking at it, you can see it, if these are fitted properly,
0:13:09 > 0:13:11you see you've got a gap there that's nice and even
0:13:11 > 0:13:14and a gap there that's too close together.
0:13:14 > 0:13:17That's all in the setup of the carcasses and the way the doors have been hung.
0:13:17 > 0:13:22The kitchen is shoddy and incomplete.
0:13:22 > 0:13:26Nothing like the high-end finish Daniel and Carsten were after.
0:13:26 > 0:13:30And the hall is hardly high spec, either.
0:13:30 > 0:13:33Check out this door trim, for a start.
0:13:33 > 0:13:36I'd have liked to have seen that as a nice architrave,
0:13:36 > 0:13:38instead, it's just flat-panelled MDF.
0:13:38 > 0:13:42It's sort of all over the place. Nothing's level.
0:13:42 > 0:13:47Potentially, this is a great property.
0:13:47 > 0:13:51It's just a shame it's been abused, in a way, really.
0:13:51 > 0:13:54This is obviously the guys' bedroom. They've got a mattress on the floor.
0:13:54 > 0:13:56This is how it affects your life
0:13:56 > 0:14:00when you get cowboy builders in your property. See these cables?
0:14:00 > 0:14:04These have actually been pulled through the brickwork.
0:14:04 > 0:14:05Now, the problem with that is,
0:14:05 > 0:14:09particularly if you're not going to run it in a bit of conduit to protect it,
0:14:09 > 0:14:12when you're pulling the cables, it's rough against that brickwork
0:14:12 > 0:14:14and can damage the outer PVC.
0:14:14 > 0:14:16And if it breaks down through to the main core,
0:14:16 > 0:14:18that can cause you loads of problems.
0:14:18 > 0:14:21What a shame. Let's go and check out the living room.
0:14:23 > 0:14:25Look at this. You've got a nogging of wood there
0:14:25 > 0:14:30with a nail sticking out of it and it just about misses my bonce.
0:14:30 > 0:14:35A close shave for my big baldy head.
0:14:35 > 0:14:38Not the first, and these dodgy electrics
0:14:38 > 0:14:41could be pretty hair-raising, if I had any.
0:14:41 > 0:14:42I've seen enough.
0:14:42 > 0:14:47It's time for a powwow about this cowboy with Daniel and Carsten.
0:14:47 > 0:14:49The problem I have with this sort of thing is
0:14:49 > 0:14:52it's not the actual finance, money that you've lost,
0:14:52 > 0:14:56how does that affect you emotionally?
0:14:56 > 0:15:01It's a real test of your relationship and your emotions.
0:15:01 > 0:15:03You end up being at each other's throats
0:15:03 > 0:15:05and then you try and blame each other.
0:15:05 > 0:15:09- Did that happen?- It was tough.
0:15:09 > 0:15:12We were newly married and arguing about we should've done this different,
0:15:12 > 0:15:14"It's your fault. No, it's my fault."
0:15:14 > 0:15:18And it's hard because we're living in one room,
0:15:18 > 0:15:22we've got no space and we've got nowhere to turn,
0:15:22 > 0:15:24money's running out.
0:15:24 > 0:15:26Tell me how much it's cost you.
0:15:26 > 0:15:30It's adding towards the £50,000 now.
0:15:30 > 0:15:34- £5-0,0000.- Yes.
0:15:34 > 0:15:37OK. £50,000.
0:15:37 > 0:15:39Imagine, we're looking at 50 grand on the floor now
0:15:39 > 0:15:43and imagine what we could do with that 50 grand.
0:15:43 > 0:15:47- More than what he's done.- Correct. And the rest. And more.
0:15:47 > 0:15:51- What have you got for that 50 grand? - Nothing is finished.
0:15:51 > 0:15:55We're not even sure that it's been properly done.
0:15:55 > 0:15:56And how long will it last?
0:15:56 > 0:15:59So, what would you like us to do?
0:15:59 > 0:16:01Just to make it liveable, really.
0:16:01 > 0:16:04To be able to get our things back in our home.
0:16:04 > 0:16:07Our own possessions, to have them back here.
0:16:07 > 0:16:10To be able to use our kitchen properly,
0:16:10 > 0:16:13to be able to have a shower properly without leaks,
0:16:13 > 0:16:16without all the other issues.
0:16:16 > 0:16:21To be able to sleep on a mattress that's not on the floor
0:16:21 > 0:16:24that you can raise up because the room is actually finished.
0:16:24 > 0:16:26So you don't have to see wires hanging around
0:16:26 > 0:16:28because he's not done it properly,
0:16:28 > 0:16:31so you know that you can actually flick a switch,
0:16:31 > 0:16:36not having to worry about, is it safe or is it not safe?
0:16:36 > 0:16:38Flicking a switch without fear of electrocution.
0:16:38 > 0:16:42Well, that's not too much to ask, is it?
0:16:42 > 0:16:45And nor is the rest of Daniel and Carsten's wish list.
0:16:45 > 0:16:47But before I call the good guys in,
0:16:47 > 0:16:50I want a second opinion about the task in hand
0:16:50 > 0:16:53from independent building surveyor Andrew Mather.
0:16:53 > 0:16:56Tell us what you've seen that's not to your liking.
0:16:56 > 0:16:59Well, there's very little that I've seen to my liking.
0:16:59 > 0:17:02The tiling is of a very poor quality,
0:17:02 > 0:17:07the architrave and joinery is substandard in the kitchen, etc,
0:17:07 > 0:17:10and also the plaster finishing is substandard and bulging
0:17:10 > 0:17:13and not to the liking of the occupier.
0:17:13 > 0:17:16I think it's one of those things where he's touched a lot of items
0:17:16 > 0:17:19around this house and done none well.
0:17:19 > 0:17:22Looking back on the work that's been carried out,
0:17:22 > 0:17:26I always ask surveyors for a mark out of ten for what you've seen.
0:17:26 > 0:17:29- What sort of mark would you give? - I'd give it a very low two.
0:17:29 > 0:17:34A very low two for this low-down, doggone cowboy.
0:17:34 > 0:17:36I reckon he's lucky to get that.
0:17:38 > 0:17:42There's lots of reparation work needs taking place here.
0:17:42 > 0:17:45It's not a place where I'd like these guys to be living,
0:17:45 > 0:17:47so I've got to say I'm going to cordon off the area
0:17:47 > 0:17:50and now it's a no-go zone.
0:17:50 > 0:17:54Only myself and the good guys are allowed past this tape.
0:17:54 > 0:17:57And talk of the devil, here they are.
0:17:57 > 0:17:59My knights in shining armour.
0:17:59 > 0:18:04I can't wait to pick the brains of head honcho Paul Shanaghan.
0:18:04 > 0:18:06Tell us what you're going to do.
0:18:06 > 0:18:10We've got to address the door frames. A few of them have been hacked about.
0:18:10 > 0:18:14We've got to try and fit the doors into them.
0:18:14 > 0:18:17The architraves need some attention
0:18:17 > 0:18:19and the skirtings have got to come off and be renewed
0:18:19 > 0:18:22or just replaced, really. It's just a bad workmanship.
0:18:22 > 0:18:27What I'd like to be able to do is deliver the whole job to them
0:18:27 > 0:18:29and go, "This is your living space, live in it."
0:18:29 > 0:18:33- Yes. I'm sure we'll get that. I'm sure we will.- Brilliant.
0:18:34 > 0:18:38I like the cut of Paul's jib. Here's to you, Mr Shanaghan.
0:18:40 > 0:18:45So much needs doing, the Hansen Woods are chipping in.
0:18:45 > 0:18:47Paul and his team blitz the bathroom.
0:18:48 > 0:18:51Leap into the lounge.
0:18:51 > 0:18:53Crack on with the kitchen.
0:18:53 > 0:18:55And hit the hallway.
0:18:57 > 0:19:00But can they create the crib of Carsten and Daniel's dreams?
0:19:00 > 0:19:02Only time will tell.
0:19:08 > 0:19:10I'm back in west London,
0:19:10 > 0:19:13where newlyweds Daniel and Carsten Hansen Wood
0:19:13 > 0:19:16dreamed of starting their new life together
0:19:16 > 0:19:18in their apartment here in Osterley.
0:19:18 > 0:19:23But sadly, they employed a builder of the cowboy persuasion.
0:19:23 > 0:19:27Our good guys have now finished their work
0:19:27 > 0:19:30and I'm here to find out if they've saved the day.
0:19:30 > 0:19:33Before I talk it through with Daniel and Carsten,
0:19:33 > 0:19:36I can't resist taking a sneaky peek.
0:19:36 > 0:19:38I can't wait to see what's behind this door,
0:19:38 > 0:19:43but first of all, the door itself - really nice, it's got great style.
0:19:43 > 0:19:47The actual door furniture itself. I'm loving that chrome finish.
0:19:47 > 0:19:50It's got an American sort of feel to it.
0:19:50 > 0:19:53But the actual quality of the paintwork, phenomenal.
0:19:53 > 0:19:57There's a real art to painting a panelled door like that.
0:19:57 > 0:20:01If that's a sign of things to come, I can't wait to have a look inside.
0:20:01 > 0:20:02Shall we go? Come on.
0:20:04 > 0:20:06Oh, wow!
0:20:07 > 0:20:11I mean, straightaway, the first thing I'd recognise, doors.
0:20:11 > 0:20:15We've actually got doors. These shaker-style doors.
0:20:15 > 0:20:17Again, I'm loving that.
0:20:17 > 0:20:21This has got Carsten written all over it with the Danish feel to it.
0:20:21 > 0:20:25And the way that these upstands are done on the architrave,
0:20:25 > 0:20:28normally butt jointed, you can't tell.
0:20:28 > 0:20:32It really is, the paintwork is as smooth as silk.
0:20:32 > 0:20:34That's a craftsman who's done this job.
0:20:34 > 0:20:37You can hardly even see any brush strokes.
0:20:37 > 0:20:41What a difference it's made to this entrance hallway.
0:20:41 > 0:20:46Just seeing the doors on is incredible. It looks great.
0:20:46 > 0:20:49In this room, if you remember last time we were here,
0:20:49 > 0:20:52there was a mattress on the floor, boxes everywhere, no skirting,
0:20:52 > 0:20:56sockets weren't on properly. Let's have a look.
0:20:57 > 0:20:59Wow! And even the cat's here!
0:20:59 > 0:21:03Hello. Hello, you.
0:21:03 > 0:21:07Aw, look! The cat is enjoying this bed.
0:21:07 > 0:21:09And the bed is there.
0:21:09 > 0:21:13Not just a mattress, it's now a bed, as well.
0:21:13 > 0:21:17And these units, these wardrobes and these fitments,
0:21:17 > 0:21:22they'd got these ready, the boys had, and now they're installed.
0:21:22 > 0:21:26It just looks a million dollars, it really does.
0:21:26 > 0:21:30What a difference from what the cowboy left behind.
0:21:30 > 0:21:32Onto the lounge.
0:21:32 > 0:21:36And I'm sure you don't need reminding that was a mess.
0:21:36 > 0:21:40Now, this is another area where they really couldn't live at all.
0:21:40 > 0:21:46Here you've got a great lounge for them just to chill out and relax in.
0:21:46 > 0:21:49Skirting's on, doors on, all the electrics in.
0:21:51 > 0:21:53Bravo! Carpet down.
0:21:53 > 0:21:56This is a place to live.
0:21:56 > 0:22:01The next room to receive some good-guy magic, the kitchen.
0:22:01 > 0:22:03Remember, it looked like this before.
0:22:05 > 0:22:10Now it looks like this. Flooring, skirting done.
0:22:10 > 0:22:14I noticed on these fitments, as well, they've all been realigned.
0:22:14 > 0:22:17Before, they were all over the place. What a difference!
0:22:17 > 0:22:21It's something to get excited about, I can tell you that.
0:22:21 > 0:22:23And finally, the bathroom.
0:22:23 > 0:22:26The scene of a real building bodge before.
0:22:26 > 0:22:28What does it look like after?
0:22:28 > 0:22:32Now, before, that was just a stud wall.
0:22:34 > 0:22:36I like it. I'm liking that.
0:22:36 > 0:22:39That's hidden the tumble dryer and the washing machine.
0:22:39 > 0:22:42But you wouldn't know it.
0:22:42 > 0:22:44It's just so...it's just so wonderful.
0:22:44 > 0:22:49Now, inside there, we had a problem with the blocks
0:22:49 > 0:22:52where the blocks are for the hot and cold and the water flow,
0:22:52 > 0:22:55there was a hole to the side. That's all been done now.
0:22:55 > 0:22:58Obviously, the water leak has been dealt with.
0:22:58 > 0:23:01It's all been finished off and grouted nicely. Same as the floor.
0:23:01 > 0:23:05The floor looks amazing.
0:23:05 > 0:23:09And now, there's a solid sink rather than a wonky waste of space.
0:23:11 > 0:23:13What a result!
0:23:13 > 0:23:17Before I do the grand tour with Daniel and Carsten,
0:23:17 > 0:23:21I'm going to chat to them about their cowboy builder.
0:23:21 > 0:23:23I wanted to find out his side of the story
0:23:23 > 0:23:26and I can't wait to hear their responses to his version of events.
0:23:26 > 0:23:31He said that the costs spiralled out of control
0:23:31 > 0:23:36because you insisted on having stuff
0:23:36 > 0:23:39that was simply too expensive.
0:23:39 > 0:23:44For instance, he found an £800 shower,
0:23:44 > 0:23:50you wanted a £4,000 shower. What is your response to that?
0:23:50 > 0:23:53That was nothing to do with him because we were buying that.
0:23:53 > 0:23:56It was nothing to do with his costs at all.
0:23:56 > 0:23:59Now, in terms of money, he said that you owe him
0:23:59 > 0:24:03about £2,000, in fact, is what he said.
0:24:03 > 0:24:06Well, he left the job unfinished
0:24:06 > 0:24:09after threatening us and trying to kick the door in.
0:24:09 > 0:24:14And the amount it's cost, it would have cost to fix all that
0:24:14 > 0:24:18far outweighs...and also the materials he didn't supply.
0:24:18 > 0:24:22The front door, the wood for the cupboard in the living room.
0:24:22 > 0:24:25- That money...- The skirting. - The skirting.
0:24:25 > 0:24:28All that, we had to buy extra what we'd already given him money for.
0:24:28 > 0:24:30We had all the breakdown for that.
0:24:30 > 0:24:34Finally, he's saying that
0:24:34 > 0:24:38all that was left in terms of the work was just pure snagging.
0:24:38 > 0:24:41Everything else was fine.
0:24:41 > 0:24:44Well, what can we say to that? You've seen it for yourself.
0:24:44 > 0:24:48There were so many things that needed doing and it was not even liveable.
0:24:48 > 0:24:49And he's just left us.
0:24:49 > 0:24:53So if he calls that snagging, then...yeah.
0:24:53 > 0:24:56Well, I don't think this needed snagging.
0:24:56 > 0:25:01I think it needed the love and attention the boys wanted all along.
0:25:01 > 0:25:05They paid for a tiptop job, but clearly didn't get it
0:25:05 > 0:25:08until our good guys came along.
0:25:08 > 0:25:11Daniel and Carsten have been living with the work as it's been happening,
0:25:11 > 0:25:15but this is their first chance to see the transformation
0:25:15 > 0:25:16in all its glory.
0:25:18 > 0:25:21- Shall we go see?- Yes.- Yeah.
0:25:21 > 0:25:22Let's rock and roll.
0:25:22 > 0:25:27Let's go through that lovely painted door. Here we go. After you.
0:25:33 > 0:25:35Oh! I tell you what... What do you think?
0:25:35 > 0:25:38- Brilliant!- It's amazing. Oh, my God!
0:25:38 > 0:25:41What a difference. Let me just shut this door.
0:25:41 > 0:25:45Because that's also been painted, as well.
0:25:45 > 0:25:47- Beautiful, eh?- It is.
0:25:47 > 0:25:51What a difference it makes to this beautiful hallway.
0:25:51 > 0:25:52I was saying before,
0:25:52 > 0:25:56with the architrave and everything else being butt jointed,
0:25:56 > 0:25:59the way it's been painted is just magical.
0:25:59 > 0:26:02That is amazing. It looks like a show apartment.
0:26:02 > 0:26:05It does! It does. You're not wrong.
0:26:05 > 0:26:10Can't wait to see their reaction to the new bathroom.
0:26:10 > 0:26:13In you go.
0:26:13 > 0:26:15- Look at it!- Oh, my God!
0:26:16 > 0:26:18That's done!
0:26:18 > 0:26:22Remember there, by your blocks, there was a big hole.
0:26:22 > 0:26:26- A big hole and it leaked and... - And there was no plate.
0:26:26 > 0:26:31And we couldn't use the shower. And now we'll be able to use the shower.
0:26:31 > 0:26:33The sink's fixed.
0:26:33 > 0:26:37The mirror's up. The grout. And the cupboard!
0:26:37 > 0:26:40Onto the master bedroom.
0:26:40 > 0:26:42The good guys have certainly been busy.
0:26:44 > 0:26:45In you go.
0:26:47 > 0:26:50The interesting thing is, when you walk in,
0:26:50 > 0:26:54the one thing that happens is a smile comes to your face.
0:26:54 > 0:26:56And I think that speaks volumes.
0:26:56 > 0:27:01It just seems so big, as well. And there's no wires.
0:27:01 > 0:27:04And we have a bed that's off the floor.
0:27:04 > 0:27:06It was a mattress last time.
0:27:06 > 0:27:09And finally, the piece de resistance,
0:27:09 > 0:27:11The Hansen Woods' new kitchen.
0:27:16 > 0:27:19Hey-hey, hey-hey-hey! What about that?
0:27:19 > 0:27:21That is amazing!
0:27:21 > 0:27:24- Fantastic!- Very green!
0:27:24 > 0:27:26There's no two ways about that, it's very green.
0:27:26 > 0:27:30The other thing is, for me, I look at the more serious aspects
0:27:30 > 0:27:34of what was going wrong in this kitchen, skirting board.
0:27:34 > 0:27:36All those wires and bricks.
0:27:36 > 0:27:38Exactly. All gone.
0:27:38 > 0:27:40Beautifully finished now.
0:27:40 > 0:27:42Really nicely decorated, too.
0:27:42 > 0:27:45And again, it looks like one of those show kitchens.
0:27:45 > 0:27:48Everything we had in our head is now here.
0:27:48 > 0:27:52And I can't tell you how grateful we are for this.
0:27:52 > 0:27:56I'm happy that we could help. That's the main thing.
0:27:57 > 0:27:59And help we did.
0:27:59 > 0:28:02Time to leave these lucky fellas to enjoy their new home.
0:28:04 > 0:28:05How fantastic is that?
0:28:05 > 0:28:09Finally, Daniel and Carsten have got the apartment of their dreams.
0:28:09 > 0:28:12And I think the cats are enjoying it, too.
0:28:12 > 0:28:16And as far as our good guys go, they've done a cracking job.
0:28:16 > 0:28:19But as ever, I'm livid with cowboy builders in this country
0:28:19 > 0:28:22because they give the building industry a bad name.
0:28:22 > 0:28:25And what I'm going to say to them right now is this.
0:28:25 > 0:28:28Look out, because we're on your trail.
0:28:33 > 0:28:36Subtitles by Red Bee Media Ltd