0:00:08 > 0:00:10Cowboy builders cost British homeowners
0:00:10 > 0:00:14a staggering £700 million every year.
0:00:14 > 0:00:17This might be a very small house, but there's a lot wrong in it.
0:00:17 > 0:00:19It's all been done by this man.
0:00:19 > 0:00:24There's shoddy workmanship, excuses, porky pies, crushed dreams
0:00:24 > 0:00:25and ruined lives.
0:00:25 > 0:00:32I felt like it was almost personal for some reason. It felt personal.
0:00:32 > 0:00:33My guys are the good guys
0:00:33 > 0:00:37and they're going to turn these nightmare projects into dream homes.
0:00:37 > 0:00:40Never experienced anything like it.
0:00:42 > 0:00:45In all the years of doing this job, I've seen it all.
0:00:45 > 0:00:48So stick around and take on board my top tips in the hope it'll
0:00:48 > 0:00:52help prevent you from falling into the cowboy trap.
0:01:01 > 0:01:04Today, Cowboy Trap is in Leighton Buzzard,
0:01:04 > 0:01:09an historic market town which lies between Luton and Milton Keynes.
0:01:09 > 0:01:14The Grand Union Canal flows through here. It's Britain's longest.
0:01:14 > 0:01:16And for you train spotters out there,
0:01:16 > 0:01:20the town boasts one of Britain's finest narrow gauge steam railways.
0:01:21 > 0:01:23According to local legend,
0:01:23 > 0:01:26Leighton Buzzard has more than its fair share of ghosts.
0:01:26 > 0:01:31Apparently, it's got a phantom hitchhiker and two haunted pubs.
0:01:31 > 0:01:35The Buckingham Arms, here, is said to be visited by a vexatious
0:01:35 > 0:01:40spirit who slams all the doors and runs up and down stairs.
0:01:40 > 0:01:43I've got a story of my own that's equally as chilling.
0:01:43 > 0:01:46This involves a bogeyman of a different kind.
0:01:46 > 0:01:51You've got it, it's our old foe - the cowboy builder.
0:01:51 > 0:01:53His victim, Geraldine Rooney,
0:01:53 > 0:01:56has been caught in the worst possible cowboy trap.
0:01:56 > 0:01:59Her builder hasn't just shattered her dreams,
0:01:59 > 0:02:02he's turned her house into a danger zone.
0:02:02 > 0:02:05Geraldine's been forced to vacate the home she longed for
0:02:05 > 0:02:06and stay with friends.
0:02:08 > 0:02:11Geraldine, who now works as a school administrator,
0:02:11 > 0:02:15originally studied law in London, but took the tough decision
0:02:15 > 0:02:19to drop out of college because her father died of cancer.
0:02:19 > 0:02:21His death had a profound effect on her.
0:02:22 > 0:02:26It was kept from me the extent to which he was close to death.
0:02:26 > 0:02:32It was only when it was imminent that I was told that he was dying.
0:02:32 > 0:02:35It was probably felt that they wanted to protect me from telling me
0:02:35 > 0:02:37the whole extent of it.
0:02:37 > 0:02:40Geraldine struggled to get over her father's passing
0:02:40 > 0:02:43and when she split from her long-term partner two years ago,
0:02:43 > 0:02:47she decided to make some major changes in her life.
0:02:47 > 0:02:52Number one on the agenda was getting out of London and returning to her roots.
0:02:52 > 0:02:55Geraldine grew up around Leighton Buzzard,
0:02:55 > 0:02:58a place that she once dismissed as boring before heading for
0:02:58 > 0:03:03the bright lights of the city, leaving behind a lot of good friends.
0:03:03 > 0:03:07An older, wiser Geraldine found the thought of returning home
0:03:07 > 0:03:11equally as exciting, and a perfect way to begin her new life.
0:03:13 > 0:03:15Geraldine started to house-hunt
0:03:15 > 0:03:20and it wasn't long before she found somewhere with loads of potential.
0:03:20 > 0:03:22It was bigger than the other properties.
0:03:22 > 0:03:26It needed more work, but the garden was also bigger.
0:03:26 > 0:03:30I felt it was a slightly nicer road, even though it is busy.
0:03:30 > 0:03:34Geraldine bought the two-bed house in 2009, but it didn't take long
0:03:34 > 0:03:39for her to realise it needed even more work than she'd anticipated.
0:03:39 > 0:03:43The heating pretty much packed up after about two weeks of moving in.
0:03:43 > 0:03:48The kitchen was a makeshift kitchen. It wasn't my dream kitchen.
0:03:48 > 0:03:51So, once I received a pot of money to do the work,
0:03:51 > 0:03:55my idea was to have the perfect kitchen for me.
0:03:55 > 0:03:59But a new kitchen was only part of Geraldine's grand plan.
0:03:59 > 0:04:02She wanted to get rid of a spiral staircase
0:04:02 > 0:04:06and remove a wall from the lounge to free up some space.
0:04:06 > 0:04:09She also needed a new boiler, plumbing
0:04:09 > 0:04:12and electrics to bring the house up-to-date.
0:04:12 > 0:04:15I recognised that this was a really big job
0:04:15 > 0:04:21and that it needed to be done well by a competent builder.
0:04:22 > 0:04:26A local builder was recommended by a previous customer.
0:04:26 > 0:04:30Geraldine checked out his website and was really impressed.
0:04:30 > 0:04:32But my answer to that is, "So what?"
0:04:32 > 0:04:36Don't get me started on websites because anyone can
0:04:36 > 0:04:39knock one up and for me, the internet isn't regulated enough.
0:04:39 > 0:04:42What matters most is a builder's reputation.
0:04:42 > 0:04:45You need three references and you need to go
0:04:45 > 0:04:48and look at the like-for-like work. That way, you'll be safe.
0:04:48 > 0:04:51In this case, Geraldine knew of one satisfied customer,
0:04:51 > 0:04:53but didn't take it any further.
0:04:53 > 0:04:55What a shame.
0:04:55 > 0:04:57Take my advice.
0:05:05 > 0:05:08You're hiring a builder not a website designer.
0:05:17 > 0:05:20Geraldine's builder came round to quote and the initial price
0:05:20 > 0:05:26he gave for the job was £9,500 for the new staircase and kitchen refit.
0:05:26 > 0:05:29But there was a delay while Geraldine raised the funds.
0:05:29 > 0:05:34By the time work was due to start, a new figure nearer £20,000 was
0:05:34 > 0:05:38proposed because of increased material costs.
0:05:38 > 0:05:42And additional works included a new staircase and creating loft space.
0:05:42 > 0:05:46That figure also included the central heating and electrics,
0:05:46 > 0:05:49which the builder said he would subcontract.
0:05:49 > 0:05:53Geraldine agreed and work commenced, but soon into the build,
0:05:53 > 0:05:57a problem emerged when raising the kitchen ceiling.
0:05:57 > 0:06:02When he took away the existing ceiling, he found a beam that wasn't
0:06:02 > 0:06:04secure and he advised me that he
0:06:04 > 0:06:08would have to put an RSJ beneath what is the bathroom, really,
0:06:08 > 0:06:12to support the upstairs because it was fairly dangerous.
0:06:15 > 0:06:17With so much important structural work going on,
0:06:17 > 0:06:21there was one vital element missing - Building Control.
0:06:21 > 0:06:24These are guys who work at your local council who make sure
0:06:24 > 0:06:28that building regulations are strictly adhered to.
0:06:28 > 0:06:32If you're having any major alterations done to your property, you need them involved.
0:06:32 > 0:06:34So, where were they on this project?
0:06:36 > 0:06:37When I asked him
0:06:37 > 0:06:40if we needed Building Control involved with the staircase,
0:06:40 > 0:06:44he told me it's not a structural issue and we don't need Building Control involved.
0:06:44 > 0:06:46Take my advice.
0:06:46 > 0:06:49You should contact your local Building Control Office
0:06:49 > 0:06:53before carrying out any building work to your property to ensure
0:06:53 > 0:06:55you don't need a building application.
0:06:55 > 0:06:59If the RSJs are coming out or a party wall is being worked on,
0:06:59 > 0:07:03you will need to sort the paperwork, take my word for it!
0:07:06 > 0:07:10But it wasn't only the Building Control issue that concerned Geraldine.
0:07:10 > 0:07:13She soon started to realise the builder's work was really...
0:07:13 > 0:07:16how can I put this? Shoddy!
0:07:16 > 0:07:17I was particularly shocked by the stairs.
0:07:17 > 0:07:21He told me he was going to install a bespoke staircase.
0:07:21 > 0:07:24There would be some real wood spindles.
0:07:24 > 0:07:27Instead, it's knocked up window boards.
0:07:27 > 0:07:31Knocked up window boards? He's having a laugh.
0:07:31 > 0:07:33When Geraldine inspected the kitchen,
0:07:33 > 0:07:35there was a long list of problems.
0:07:36 > 0:07:39Water leaks, initially, that was the first one.
0:07:39 > 0:07:42Then we discovered gas leaks.
0:07:42 > 0:07:46Our electrical report discovered that the underfloor heating
0:07:46 > 0:07:47doesn't work and will never work.
0:07:50 > 0:07:55The builder was also putting RSJs into the party walls in a way
0:07:55 > 0:08:00which caused cracking in Geraldine's house and in her neighbour's too.
0:08:00 > 0:08:03Geraldine realised the builder was cutting corners
0:08:03 > 0:08:05left, right and centre.
0:08:08 > 0:08:12I didn't trust that any money that I threw at him
0:08:12 > 0:08:16would help the situation. I knew it was time for him to stop.
0:08:16 > 0:08:21By this point, Geraldine had paid the builder 16 grand.
0:08:21 > 0:08:24She made up an excuse about being short of money
0:08:24 > 0:08:26and put the work on hold.
0:08:26 > 0:08:28Then she got some other builders round and asked them
0:08:28 > 0:08:31what it would cost to fix the bodged job.
0:08:31 > 0:08:36They all were in the region of £25,000 to £35,000 to fix
0:08:36 > 0:08:37everything that he's done.
0:08:37 > 0:08:41It's very expensive to undo someone's work and then redo it.
0:08:42 > 0:08:44And worse was to come.
0:08:44 > 0:08:46Because of the cracks in the party wall,
0:08:46 > 0:08:50Geraldine's neighbour contacted the local council.
0:08:50 > 0:08:53Geraldine soon had Building Control on her case.
0:08:53 > 0:08:55On their second visit,
0:08:55 > 0:08:57they unearthed a whole host of problems -
0:08:57 > 0:08:59the staircase breached regulations,
0:08:59 > 0:09:03there was no party wall agreement in place with the neighbour and they
0:09:03 > 0:09:09were also concerned that the whole building was structurally unsafe.
0:09:09 > 0:09:12It's now two years on and Geraldine has had to pay £1,200 for
0:09:12 > 0:09:17remedial work to try and fix some elements of the botched job.
0:09:17 > 0:09:22She also spent £3,500 on reports and £6,000 on legal fees.
0:09:22 > 0:09:26Not surprisingly, her money has now run out.
0:09:29 > 0:09:31Geraldine's dream is in tatters.
0:09:31 > 0:09:35Her home is in such a state, she's unable to move back in.
0:09:35 > 0:09:39Just when you think Geraldine's nightmare couldn't get any worse,
0:09:39 > 0:09:42she's now on the verge of being prosecuted by Building Control.
0:09:44 > 0:09:47It's taken its toll on me, really.
0:09:50 > 0:09:53As I am now, sometimes I feel like I can't cope.
0:09:54 > 0:09:58Wow, this really is a cautionary tale and then some.
0:09:58 > 0:10:01Remember, you as the homeowner are ultimately
0:10:01 > 0:10:05responsible for making sure that building regulations are met.
0:10:05 > 0:10:07If your builder says to you,
0:10:07 > 0:10:10"You don't need building regs and/or planning permission",
0:10:10 > 0:10:13do not take it on face value, check it out for yourself.
0:10:13 > 0:10:16I have to say, I do feel sorry for Geraldine, though.
0:10:16 > 0:10:19Let's find out what we can do to help her out of this nightmare.
0:10:26 > 0:10:28- Hello, are you Geraldine? - I am Geraldine.
0:10:28 > 0:10:31- I'm Clive from Cowboy Trap, how are you?- Nice to meet you.
0:10:31 > 0:10:33- Thank you for coming.- Pleasure.
0:10:33 > 0:10:35It's under sad circumstances cos you've had cowboy builders
0:10:35 > 0:10:37- in the property. - I have, unfortunately.
0:10:37 > 0:10:40- Do you mind if I come in and have a look around?- Please do.
0:10:40 > 0:10:43- No need to wipe your feet here. - Yeah. Oh, I can see that.
0:10:46 > 0:10:48While Geraldine puts the kettle on,
0:10:48 > 0:10:50I'm checking out this cowboy catastrophe.
0:10:50 > 0:10:53First up, the staircase to hell.
0:10:53 > 0:10:57First of all, the actual stairs themselves aren't wide enough.
0:10:57 > 0:11:02If you were the little old lady that lived in a shoe, fair enough,
0:11:02 > 0:11:03but they are definitely not wide enough.
0:11:03 > 0:11:10If you look at them, these are the treads here and they're the risers.
0:11:10 > 0:11:13The treads look like they've been made out of window board.
0:11:13 > 0:11:17Underneath, you've got MDF. You don't make stairs out of that.
0:11:17 > 0:11:20It's got to be out of a pine structure.
0:11:20 > 0:11:23Oh, come on! Look at this, madness.
0:11:23 > 0:11:29You've got a rise here. The maximum you can have is 42 degrees.
0:11:29 > 0:11:31That's way over 42 degrees.
0:11:32 > 0:11:38That is absolutely rubbish and it gets worse. Look at that RSJ.
0:11:38 > 0:11:41This has just been plasterboarded over.
0:11:41 > 0:11:46For fire retardancy, it needs to be minimum double-boarded or you
0:11:46 > 0:11:50use proper fire retardant plasterboard.
0:11:50 > 0:11:52That isn't, so that job's not been done.
0:11:52 > 0:11:55Certainly the way it's sitting at the moment,
0:11:55 > 0:12:00and if I'm getting my bearings right, that's an entry way that side, so it's not a problem.
0:12:00 > 0:12:05But where this RSJ's going in here, this is a party wall
0:12:05 > 0:12:08so I'm hoping that they've not breached the Party Wall Act.
0:12:09 > 0:12:11The Party Wall Act says
0:12:11 > 0:12:13if you're doing work to your property on a wall shared
0:12:13 > 0:12:18with a neighbour, you need to let them know and they must agree.
0:12:18 > 0:12:20Geraldine's builder should have told her that.
0:12:20 > 0:12:23Next, I'm going to take a look at the kitchen.
0:12:23 > 0:12:25Clearly, some remedial work has been done in here by other
0:12:25 > 0:12:30builders to try and fix things. But there's still loads to do.
0:12:30 > 0:12:35Oh, straight away I've seen something that is absolutely something
0:12:35 > 0:12:38I don't like. It's underfloor heating.
0:12:38 > 0:12:40You might like the underfloor heating,
0:12:40 > 0:12:42the electrical version,
0:12:42 > 0:12:46but I guarantee you virtually every property I've been to bar one,
0:12:46 > 0:12:48they've never worked when they've been installed.
0:12:48 > 0:12:50Another steel.
0:12:50 > 0:12:54OK, another steel that's been braced that's actually
0:12:54 > 0:13:00gone into the party wall. That's another one into the party wall.
0:13:00 > 0:13:06There are damp problems in the floor. I've seen enough.
0:13:06 > 0:13:11No wonder it's all got too much for Geraldine that she doesn't want to live here.
0:13:11 > 0:13:15Time for a heart-to-heart about her cowboy builder.
0:13:15 > 0:13:20Did you speak to Building Control about building regs or did
0:13:20 > 0:13:23he advise you you're going to need Building Control?
0:13:23 > 0:13:30His website says that he always seeks Building Control consent
0:13:30 > 0:13:34and involved Building Control at every stage where it's needed.
0:13:34 > 0:13:39Ultimately, you as the homeowner, and this is important for anybody watching today,
0:13:39 > 0:13:45are responsible for making sure that any work comes up to standard
0:13:45 > 0:13:48and up to the building regulations requirement.
0:13:48 > 0:13:50You have to make sure you contact them.
0:13:50 > 0:13:53Unfortunately, Clive, I didn't know that.
0:13:53 > 0:13:56- I'd never done work like this before. - No, I understand that.
0:13:56 > 0:13:59I never had need to even speak to a building controller before.
0:13:59 > 0:14:01I didn't understand what their role was
0:14:01 > 0:14:03and what my responsibilities were.
0:14:03 > 0:14:06When Building Control came round and told you about all these things,
0:14:06 > 0:14:10I would imagine they must have put you on a 28-day B Notice?
0:14:10 > 0:14:12I don't know if it's called a B Notice,
0:14:12 > 0:14:16- they threatened me with court action. - It must have been frightening.
0:14:16 > 0:14:19I've never experienced anything like it.
0:14:20 > 0:14:26It's a cruel thing for somebody like that to do.
0:14:26 > 0:14:30- You're now looking around your dream that he's taken...- Yeah.
0:14:30 > 0:14:33..and crushed in his hands and just left.
0:14:33 > 0:14:37Yeah, you're looking at a constant reminder of what he's done to me.
0:14:37 > 0:14:42I felt like it was personal, for some reason. It felt personal.
0:14:42 > 0:14:46I'm not surprised Geraldine has taken it personally.
0:14:46 > 0:14:53£19,200 for this mess. Luckily for her, we're calling in the good guys.
0:14:53 > 0:14:58We're going to make sure, at the very least, all of the building
0:14:58 > 0:15:04regulations that have been breached will now be restored and met.
0:15:04 > 0:15:07- Excellent.- And a few extra little bits here and there.
0:15:07 > 0:15:13- So dry them tearsy-poos and we'll sort it for you. - Thank you very much.
0:15:13 > 0:15:16Fixing all this is going to be quite a challenge.
0:15:16 > 0:15:19Before we steam ahead, I want to get a second
0:15:19 > 0:15:24opinion about the task in hand from chartered surveyor Jack Bradley.
0:15:24 > 0:15:26What are the things that really stick out for you?
0:15:26 > 0:15:29The biggest item for me is the advice,
0:15:29 > 0:15:33or lack of advice that the builder's given the owner here.
0:15:33 > 0:15:35There's a new beam that's been put in above us
0:15:35 > 0:15:38which goes in to the party wall.
0:15:38 > 0:15:42That immediately, on both sides, brings in the Party Wall Act 1996.
0:15:42 > 0:15:45That means they need to consult with the neighbours,
0:15:45 > 0:15:48they need to make sure there's no damage caused.
0:15:48 > 0:15:51It's simple, but the advice wasn't there.
0:15:51 > 0:15:54After that, we've got the staircase behind us.
0:15:54 > 0:15:56Building Control's already looked at this
0:15:56 > 0:15:59and said it doesn't comply to current regulations.
0:15:59 > 0:16:03It's too steep, it's not wide enough, the treads aren't right.
0:16:03 > 0:16:06I've got concerns about how it's fixed to the building.
0:16:06 > 0:16:11So, again, it just starts a whole myriad of questions
0:16:11 > 0:16:13about the competency of this builder.
0:16:13 > 0:16:15- Lots of questions, not enough answers.- That's it.
0:16:15 > 0:16:18Of course, we've got electrical problems, too.
0:16:18 > 0:16:19Bearing all that in mind,
0:16:19 > 0:16:24what sort of score out of ten would you give this guy for his work?
0:16:24 > 0:16:27For his work, it's difficult because a lot of it has had to be
0:16:27 > 0:16:31fixed already, but based on the advice, zero.
0:16:31 > 0:16:33There's no rating there at all.
0:16:34 > 0:16:37Zero out of ten, I agree with that.
0:16:37 > 0:16:40The buck may stop with the owner, but you've got to have some
0:16:40 > 0:16:44trust in your builder to give you sound advice.
0:16:44 > 0:16:47Anyway, I know some builders we can trust.
0:16:47 > 0:16:50The good guys are here, led by Dave Tofield.
0:16:50 > 0:16:54His main challenge is going to be getting Building Control on board.
0:16:55 > 0:17:00Just talk us through the plan that you've got for us in this property.
0:17:00 > 0:17:03We have spoken to Building Control, they've identified the issues.
0:17:03 > 0:17:06Two, mainly. One is the staircase which doesn't conform.
0:17:06 > 0:17:10- Secondly is electrical work, which they need a certificate for.- Yes.
0:17:10 > 0:17:13The electrical work needs an electrician to do a visual check.
0:17:13 > 0:17:17The staircase, we've done some checks on it, done some measurements.
0:17:17 > 0:17:20- We can produce a staircase which will fit and conform.- OK.
0:17:20 > 0:17:23That's the first thing we're going to do.
0:17:23 > 0:17:25The kitchen needs addressing as well.
0:17:25 > 0:17:27There's a lot of defects in there.
0:17:27 > 0:17:31There's a lovely new kitchen there which has been put together badly.
0:17:31 > 0:17:33It needs taking out and readdressing.
0:17:36 > 0:17:39So much needs doing, Geraldine is chipping in.
0:17:39 > 0:17:43Dave's boys waste no time getting started.
0:17:43 > 0:17:48First step - taking the kitchen out and identifying what is missing.
0:17:48 > 0:17:52Then putting a new raised floor in to overcome the damp issues.
0:17:53 > 0:17:55Next, plastering those walls
0:17:55 > 0:17:58so they're ready for a full kitchen refit.
0:17:58 > 0:18:02And installing a brand new bespoke staircase.
0:18:04 > 0:18:07The boys are certainly getting busy.
0:18:07 > 0:18:12But can they bring Geraldine's dream back to life? Only time will tell.
0:18:19 > 0:18:24I'm back in Leighton Buzzard where a cowboy builder left Geraldine Rooney
0:18:24 > 0:18:29facing the stuff of nightmares - a shoddy, bodged shambles of a build.
0:18:29 > 0:18:33But worse, her house was left so unsafe that she
0:18:33 > 0:18:38was on the verge of prosecution from local council Building Control.
0:18:38 > 0:18:40Our good guys have now finished their work
0:18:40 > 0:18:43and I'm here to find out if they've done the biz.
0:18:43 > 0:18:47Before I talk it through with Geraldine, I can't resist
0:18:47 > 0:18:48taking a sneaky peak.
0:18:53 > 0:18:57These are the bits that I really love.
0:18:58 > 0:19:01It's an amazing transformation.
0:19:01 > 0:19:04The moment you walk in, the first thing that hits you -
0:19:04 > 0:19:05fantastic staircase.
0:19:05 > 0:19:09I knew when our good guys were here and we got the chippy in
0:19:09 > 0:19:12and he was doing all the measuring up, I thought to myself,
0:19:12 > 0:19:16"This guy's right." Beautiful, my favourite.
0:19:16 > 0:19:19You've got the kite turn there going up.
0:19:19 > 0:19:23Beautiful handrails, fantastic newel posts.
0:19:23 > 0:19:28Bright and beautiful, just like yours truly. Yeah right(!)
0:19:28 > 0:19:35Remember that dingy flooring before? Now check it out. Fantastic.
0:19:35 > 0:19:39And our good guys have added some surprise extras too.
0:19:39 > 0:19:42That was definitely not there before.
0:19:42 > 0:19:44They've painted the doors on this unit.
0:19:44 > 0:19:49The unit was there but that top's different, definitely.
0:19:49 > 0:19:51So, again, just those little extra touches.
0:19:51 > 0:19:53Very important, check this out.
0:19:53 > 0:19:57Obviously they had to do invasive work here because this was something
0:19:57 > 0:20:01building regs were concerned about, was where the steel was.
0:20:01 > 0:20:03That's all been sorted now as well.
0:20:03 > 0:20:04Obviously, now it's all fireproof
0:20:04 > 0:20:09and meets all fire regs, plastered up, painted up - beautiful.
0:20:09 > 0:20:11But something else caught my eye.
0:20:12 > 0:20:15Here you have now got... This alcove was great anyway,
0:20:15 > 0:20:18I really liked the alcove, but looking down there in what
0:20:18 > 0:20:23they call the threshold, the thrall if you like, is nicely tiled,
0:20:23 > 0:20:26nicely trimmed and finished off with the flooring.
0:20:27 > 0:20:30Absolutely top dollar. Top, top dollar.
0:20:32 > 0:20:36And our boys have played a blinder in the galley kitchen.
0:20:36 > 0:20:39Look at this. I mean, check it out.
0:20:39 > 0:20:43Because it's quite long, that's what gives it that galley feel.
0:20:43 > 0:20:44You've got wonderful worktops.
0:20:44 > 0:20:47They've made the most of the existing cabinets as well
0:20:47 > 0:20:49and set them up really nicely.
0:20:49 > 0:20:51Of course, we had the problems here
0:20:51 > 0:20:54because all of the beams were exposed, but I'm loving the way
0:20:54 > 0:20:57they've done this lovely little curve on the worktop that
0:20:57 > 0:21:02just allows that bit more space. It does give a great feeling of width.
0:21:02 > 0:21:04We had loads of problems with the floor
0:21:04 > 0:21:07and now that's all beautifully tiled as well.
0:21:07 > 0:21:10And the way they have laid these tiles, longways if you like,
0:21:10 > 0:21:14it gives, again, that feeling of more width.
0:21:14 > 0:21:16This is almost unrecognisable
0:21:16 > 0:21:19compared to what it looked like before.
0:21:19 > 0:21:23The good guys have cleverly hidden some ugly pipes too.
0:21:23 > 0:21:26This is a nice, cheeky design. Look at that.
0:21:26 > 0:21:29They've hidden all the pipes behind there.
0:21:29 > 0:21:31That's quite nice, so you can get at them
0:21:31 > 0:21:32cos the gas boiler is just above.
0:21:32 > 0:21:34I love the way they have slotted that in.
0:21:34 > 0:21:36You've got the gas boiler just above there,
0:21:36 > 0:21:38it's all been nicely boxed in.
0:21:38 > 0:21:40Loving the way that they have painted as well.
0:21:40 > 0:21:42The decor is very, very important.
0:21:42 > 0:21:44You can't have too strong a colour
0:21:44 > 0:21:47when you're actually in a galley, so you need it to be nice
0:21:47 > 0:21:51and light and airy, and again, it gives it that wonderful feel.
0:21:51 > 0:21:55Great lighting, always loved the Belfast sink anyway.
0:21:55 > 0:22:00This is really now a place for Geraldine to enjoy
0:22:00 > 0:22:03not just in the main living room/lounge, but in this kitchen.
0:22:03 > 0:22:06I'll tell you something else I've spotted. Look at this.
0:22:06 > 0:22:10This has been formed and they've actually routed here to
0:22:10 > 0:22:13create a drainer. So they've done that,
0:22:13 > 0:22:14that doesn't come like that.
0:22:14 > 0:22:17They've actually done that, they've created that. That's great.
0:22:17 > 0:22:21Now, I've got all the certification as well, Building Control signoff.
0:22:21 > 0:22:25The electrics have all been sorted and that electrical certificate
0:22:25 > 0:22:27has actually gone off to Building Control,
0:22:27 > 0:22:31so that will soon be here as well, a copy of that.
0:22:31 > 0:22:32So everything meets regulations,
0:22:32 > 0:22:35that's the most important thing, of course, but for Geraldine when she
0:22:35 > 0:22:41sees this, I reckon it's going to blow her blooming socks off!
0:22:44 > 0:22:47Before I do the grand tour with Geraldine, I'm going to chat
0:22:47 > 0:22:50to her about her cowboy builder.
0:22:50 > 0:22:53We have been in touch to find out his side of the story
0:22:53 > 0:22:58and I can't wait to hear her responses to his version of events.
0:22:58 > 0:23:03He admits there were problems but he feels that you didn't give him
0:23:03 > 0:23:06the opportunity to come back and rectify.
0:23:06 > 0:23:10When I first found the gas leaks and water leaks, well,
0:23:10 > 0:23:14water leaks initially, I called him back and I said, "Look,
0:23:14 > 0:23:18"you've left me with leaks." He wasn't concerned, Clive.
0:23:18 > 0:23:21He pretended he didn't hear me. He stared at the ceiling.
0:23:22 > 0:23:26So... I didn't repeat it actually, I waited for him to respond.
0:23:26 > 0:23:28Eventually, he said, "Have you got a cloth?"
0:23:28 > 0:23:30And he threw it into the water,
0:23:30 > 0:23:34played about with it and went and the next day, it was again flooded,
0:23:34 > 0:23:36the kitchen was flooded with these leaks.
0:23:36 > 0:23:40So I knew from that that if I tried to discuss with him
0:23:40 > 0:23:43issues that were of concern, that needed fixing,
0:23:43 > 0:23:46I felt very unconfident that he would be able to do it.
0:23:46 > 0:23:49He also says that he never did any work on the gas
0:23:49 > 0:23:53- apart from a few pipes. - Apart from a few pipes.
0:23:53 > 0:23:55Was that the pipe that was leaking,
0:23:55 > 0:24:00that was holding up all the kitchen units? That's the pipe he did do.
0:24:00 > 0:24:03Well, I have to make it quite clear that he's working on gas full stop
0:24:03 > 0:24:06and unless he is Gas Safe registered,
0:24:06 > 0:24:07he is not allowed to do that.
0:24:07 > 0:24:10He's been warned by Gas Safe.
0:24:10 > 0:24:14They've sent him a letter warning him to not touch gas,
0:24:14 > 0:24:15he is not qualified.
0:24:15 > 0:24:20Now, on the Building Control subject, he is saying that he
0:24:20 > 0:24:24denies they only got involved when the neighbour complained.
0:24:24 > 0:24:27He says it was HIM. He got in touch with Building Control
0:24:27 > 0:24:31and got them involved and he wanted them to check the beams.
0:24:31 > 0:24:34He told me he didn't need Building Control involvement
0:24:34 > 0:24:37because the work he was doing wasn't structural.
0:24:37 > 0:24:40Well, whatever the whys and wherefores, thanks to us,
0:24:40 > 0:24:44Geraldine has now escaped the cowboy trap.
0:24:44 > 0:24:46It is time to talk her through the good guys'
0:24:46 > 0:24:50transformation in all its glory.
0:24:50 > 0:24:51You have been in and out,
0:24:51 > 0:24:55you've seen all the things that have been going on but now I want to show
0:24:55 > 0:25:01you the completed works, the whole, jolly lot that these guys have done.
0:25:01 > 0:25:04The good guys have been in and they have waved their magic wand let me tell you.
0:25:05 > 0:25:12- Oh, my God! Oh, my word! How wonderful!- What a difference.
0:25:12 > 0:25:18- Oh, my God.- What a difference! I mean, it is amazing, eh?
0:25:18 > 0:25:20It really is fantastic. It looks great.
0:25:20 > 0:25:25- The thing is, now you've got a house that you can live in.- Yes, exactly.
0:25:25 > 0:25:27What jumps out at you first and foremost?
0:25:27 > 0:25:31- What's the thing that jumps out? - It's just all so beautiful.
0:25:32 > 0:25:36- I just can't believe.... Look at the stairs.- Exactly. Them stairs!
0:25:36 > 0:25:40- Those stairs are amazing. - They've been done by craftsmen.
0:25:40 > 0:25:45- You can tell. Wow. - There is no two ways about that.
0:25:45 > 0:25:46I'm actually shaking.
0:25:46 > 0:25:48Because at first we were a little bit
0:25:48 > 0:25:51worried about the fact that the stairs were so close to the door.
0:25:51 > 0:25:54But because they've been able to do that kite turn
0:25:54 > 0:25:58- at the bottom there, it just looks fantastic now.- Stunning.
0:25:58 > 0:26:01- I can't believe it's my home. - Now that top is actually...
0:26:01 > 0:26:06- That's my old cupboard.- That's your old cupboard painted.- Painted?- Yes.
0:26:06 > 0:26:10But that top there is actually a little sneak peek into what
0:26:10 > 0:26:11we are about to see.
0:26:11 > 0:26:15They've actually used some of the extra material from out
0:26:15 > 0:26:18of the kitchen to top that off, which I think looks amazing.
0:26:18 > 0:26:21- Beautiful.- What sort of a difference is this going to make to your life?
0:26:21 > 0:26:26- That's what I want to know. - I can have a normal life, maybe?
0:26:26 > 0:26:28Yes, which everybody deserves.
0:26:28 > 0:26:33- Yes, I've just forgotten what it feels like.- A normal life.
0:26:33 > 0:26:39- It's amazing how cowboy builders can affect us.- Absolutely.- Yes?
0:26:39 > 0:26:43- Absolutely.- It's great. Tears of joy this time.- Yes, that's right.
0:26:43 > 0:26:45I can't believe what a great job they've done.
0:26:47 > 0:26:51Geraldine can now live in her own front room
0:26:51 > 0:26:53and she can enjoy her kitchen.
0:26:54 > 0:26:57Come and have a look.
0:26:57 > 0:27:02- Check this bad boy out.- Oh, look at that. It's amazing.- Come in.
0:27:02 > 0:27:06- Come in to your kitchen. - Oh, my gosh.- What do you think?
0:27:06 > 0:27:10- Remember before, this was a right old mess, wasn't it?- Yes.
0:27:10 > 0:27:12Again, we've got problems with the beam,
0:27:12 > 0:27:17we've got loads of problems with the worktops, a real mess on the floor.
0:27:17 > 0:27:23- Yes, the floor as well. - Nice new floor, beautifully tiled.
0:27:23 > 0:27:27- I just feel like I can start my life again now.- Is that what you think?
0:27:27 > 0:27:28I do feel like that,
0:27:28 > 0:27:31I feel like my life has been on hold for two years really
0:27:31 > 0:27:33and now I can have people into my home,
0:27:33 > 0:27:39and I can have a normal life and cook for people, entertain.
0:27:39 > 0:27:46Life is not on hold any longer for Geraldine Rooney, let me tell you.
0:27:46 > 0:27:47No, it most certainly isn't
0:27:47 > 0:27:51and with that all-important Building Control sign off,
0:27:51 > 0:27:54it is a great result for Geraldine.
0:27:54 > 0:27:57Time to leave her to enjoy her new home.
0:27:58 > 0:28:01Geraldine had been trying to hold this together for nearly two years
0:28:01 > 0:28:06in the face of astronomical adversity, and who knows just
0:28:06 > 0:28:10exactly what toll this whole sorry saga has taken on her.
0:28:10 > 0:28:11But I know one thing,
0:28:11 > 0:28:14I am well chuffed we have been able to get her back on track
0:28:14 > 0:28:18and for me, as far as I am concerned, to just to see the look
0:28:18 > 0:28:23on her face, that beautiful smile, she is happy to be back in her home.
0:28:23 > 0:28:26And as for you cowboys out there, I've got a message for you.
0:28:26 > 0:28:29I'm fed up of your cock and bull. We're coming to get you.
0:28:40 > 0:28:43Subtitles by Red Bee Media Ltd