0:00:09 > 0:00:13Across the country, cowboy builders are causing chaos.
0:00:13 > 0:00:17Our trust is well and truly gone.
0:00:17 > 0:00:20And they could be coming to a town near you.
0:00:20 > 0:00:24- Are you definitely sure that's sitting on a four-inch slab?- Yeah.
0:00:24 > 0:00:26Well, that's not good enough.
0:00:26 > 0:00:28We've got top tradespeople on board to right the wrongs
0:00:28 > 0:00:32and turn homeowners' stresses and strains into smiles.
0:00:32 > 0:00:35Because you always think it's not going to happen to me.
0:00:35 > 0:00:39You always think, "They must have been idiots
0:00:39 > 0:00:42"to let someone just walk away with all that money."
0:00:42 > 0:00:45Hey! And always remember to make notes of my hints and tips,
0:00:45 > 0:00:49and that way we'll keep you safe and out of the cowboy trap.
0:00:58 > 0:01:01Today, my cowboy quest has brought me
0:01:01 > 0:01:05to the market town of Bracknell in the county of Berkshire.
0:01:05 > 0:01:09This area has a long history dating back to the Roman period,
0:01:09 > 0:01:13and the old town of Bracknell also played an important role
0:01:13 > 0:01:15during mediaeval times.
0:01:15 > 0:01:20Legend also has it Dick Turpin used to drink in the town's hostelries,
0:01:20 > 0:01:23and even though the days of highway robbery may be long gone,
0:01:23 > 0:01:25the good people of Bracknell
0:01:25 > 0:01:28are still targeted by opportunist cowboys,
0:01:28 > 0:01:33as the owners of this four-bed house discovered to their cost.
0:01:33 > 0:01:36Francis and Colin Neale live here with their daughter Louise,
0:01:36 > 0:01:40their son John, and their pet parrot, Orlando.
0:01:42 > 0:01:45Francis and Colin met in 1978.
0:01:45 > 0:01:50They married a year later, and moved into this house in 2006.
0:01:51 > 0:01:56Sadly, Colin now suffers from fibromyalgia,
0:01:56 > 0:02:00a chronic disorder that affects the nerves.
0:02:00 > 0:02:02Very, very sensitive to pain,
0:02:02 > 0:02:05and because I'm constantly in pain, it...
0:02:07 > 0:02:13..it quadruples...what would be probably a little tooth ache to you,
0:02:13 > 0:02:16really severe pain for me.
0:02:16 > 0:02:19This condition, and a heart problem,
0:02:19 > 0:02:21required a triple heart bypass ten years ago.
0:02:21 > 0:02:26And meant Colin had to give up work, and Francis became his carer.
0:02:26 > 0:02:29It's a responsibility she somehow manages to juggle
0:02:29 > 0:02:31with her job as an administrator.
0:02:31 > 0:02:35She's really been with me all the way through where I am now
0:02:35 > 0:02:37with the illness,
0:02:37 > 0:02:41because I had a bad time not coping with the fact that
0:02:41 > 0:02:43I wouldn't be able to go back to work,
0:02:43 > 0:02:46and I got really depressed over that.
0:02:46 > 0:02:48I was ill over that.
0:02:48 > 0:02:52She was still there after all the nonsense and everything.
0:02:55 > 0:02:58Life isn't easy for Francis and Colin,
0:02:58 > 0:03:00and that's plain to see.
0:03:00 > 0:03:02But they're not just feeling sorry for themselves.
0:03:02 > 0:03:04They're planning ahead for the future.
0:03:06 > 0:03:09Colin's been told he'll eventually need a wheelchair,
0:03:09 > 0:03:12making it hard to use the upstairs bathroom.
0:03:12 > 0:03:15So the Neales decided to use his pension to pay
0:03:15 > 0:03:17for some work on the house.
0:03:17 > 0:03:19Their plan? To create a wet room downstairs,
0:03:19 > 0:03:23where there was already a small toilet.
0:03:23 > 0:03:27The wet room would be absolutely fantastic for his self-esteem
0:03:27 > 0:03:31as well as helping me tremendously,
0:03:31 > 0:03:35because I'm the one who has to,
0:03:35 > 0:03:39you know, bend over him or help lift him, support him.
0:03:41 > 0:03:46It would just be so good for him to be able to do some things himself.
0:03:46 > 0:03:49Just before Christmas 2010, the Neales' son was
0:03:49 > 0:03:53at a friend's house chatting about their situation
0:03:53 > 0:03:55when his friend's dad said he was a builder
0:03:55 > 0:03:57and he would be happy to quote for the work.
0:03:57 > 0:04:01The Neales thought the family connection could be a good thing.
0:04:01 > 0:04:06But for me, this sort of arrangement rings alarm bells.
0:04:06 > 0:04:09I'm all for people keeping it in the family, and if you get
0:04:09 > 0:04:12a good recommendation from a friend or relative, remember one thing -
0:04:12 > 0:04:16do your research as if these guys were total strangers.
0:04:16 > 0:04:18And the builder won't care,
0:04:18 > 0:04:22but above all it'll give you peace of mind.
0:04:23 > 0:04:26Francis and Colin met the builder to discuss the project.
0:04:26 > 0:04:30The spec? A tiled wet room, including a shower, sink,
0:04:30 > 0:04:34radiator and cabinet, as well as all the electrics.
0:04:34 > 0:04:38The Neales told their builder up front they had £6,000 to do the job,
0:04:38 > 0:04:43including materials, and he agreed he would work towards this sum.
0:04:43 > 0:04:45Whoops! Here's a tip.
0:04:45 > 0:04:49If you're asking a builder to quote for a job,
0:04:49 > 0:04:51don't tell them how much you've got in your budget.
0:04:51 > 0:04:54Just ask them to price up the job.
0:04:54 > 0:04:57I'm always amazed at how many homeowners reveal
0:04:57 > 0:04:59how much they can afford to pay.
0:04:59 > 0:05:01Surprise, surprise,
0:05:01 > 0:05:05the quote then comes back for almost exactly the same price.
0:05:05 > 0:05:06D'oh!
0:05:07 > 0:05:11A month after his initial quote, the Neales' builder suddenly said
0:05:11 > 0:05:15he now wanted seven grand to do the job.
0:05:15 > 0:05:18Francis and Colin were keen for work to begin,
0:05:18 > 0:05:20so they accepted this new figure.
0:05:20 > 0:05:23The builder said it would take six to seven weeks.
0:05:24 > 0:05:28We trusted him completely, because it was somebody who knew my son,
0:05:28 > 0:05:31and he seemed to know exactly what we want.
0:05:31 > 0:05:36He was totally sympathetic to Colin's illness as well,
0:05:36 > 0:05:40that he knew he needed this done quickly and the reasons why.
0:05:40 > 0:05:44Francis handed over £2,400 upfront in cash,
0:05:44 > 0:05:48and in late January 2011 the builder started work.
0:05:48 > 0:05:51To begin with, everything seemed fine.
0:05:51 > 0:05:54He was here when he said he was going to be here.
0:05:54 > 0:05:55He started the work.
0:05:55 > 0:05:58He seemed to be doing really well, getting it done quickly.
0:06:00 > 0:06:03But, a week in, the builder asked
0:06:03 > 0:06:07for another payment of £1,600 in cash.
0:06:07 > 0:06:09Colin began to think he was all talk and no action.
0:06:09 > 0:06:12The wet room was showing no sign of progress.
0:06:14 > 0:06:18He spent a lot of time measuring up in there and saying
0:06:18 > 0:06:21what he needed to get, what he needed to sort out.
0:06:21 > 0:06:23But it was dawdling.
0:06:24 > 0:06:28The reason for the dawdling soon became apparent.
0:06:28 > 0:06:30The builder said he had a cash flow problem
0:06:30 > 0:06:32and needed more money for materials.
0:06:32 > 0:06:36He then brought in an electrician to do all the wiring for the wet room.
0:06:36 > 0:06:40The Neales thought his fee was part of the original quote.
0:06:40 > 0:06:42But it wasn't.
0:06:42 > 0:06:47We ended up paying the electrician a further £2,000.
0:06:47 > 0:06:50Basically, he just kept like, "Can I have a bit here,
0:06:50 > 0:06:52"can I have a bit there, cos I want to get this,
0:06:52 > 0:06:55"I need to do that." And that's how it was going on.
0:06:55 > 0:07:00But these additional, unexpected outlays weren't the only problem.
0:07:00 > 0:07:02The builder made a half-hearted start
0:07:02 > 0:07:04on the wet room's fixtures and fittings,
0:07:04 > 0:07:07and then he vanished into thin air.
0:07:08 > 0:07:11The builder went AWOL for a couple of weeks,
0:07:11 > 0:07:13and he slowed the build right down,
0:07:13 > 0:07:15made life very difficult for Colin, too,
0:07:15 > 0:07:18because he'd left the toilet disconnected.
0:07:18 > 0:07:21At the beginning of March, the builder called to say
0:07:21 > 0:07:24he'd been stuck on another job but was now available again.
0:07:24 > 0:07:27He came back, fixed the toilets,
0:07:27 > 0:07:32and then said he needed another £1,600 to get all the materials
0:07:32 > 0:07:34to finish the job.
0:07:34 > 0:07:38Francis reluctantly agreed to pay the builder
0:07:38 > 0:07:41the final instalment of £1,600.
0:07:41 > 0:07:44But she suggested that Colin go along with him to the supplier
0:07:44 > 0:07:47so he could choose the tiles that they wanted.
0:07:47 > 0:07:49That way, she thought that the builder wouldn't
0:07:49 > 0:07:52be disappearing with her money once again.
0:07:52 > 0:07:54When they arrived at the tile shop,
0:07:54 > 0:07:56Colin picked out the tiles they wanted.
0:07:56 > 0:07:59The builder told him he could get the tiles cheaper elsewhere
0:07:59 > 0:08:02and suggested he drop Colin back off at home
0:08:02 > 0:08:03and he'd go and buy them.
0:08:03 > 0:08:07That was the last they saw of him and their money.
0:08:09 > 0:08:15So he had all that money, he had over £1,600, that last lot,
0:08:15 > 0:08:19just to go and get tiling and a sink and things like that.
0:08:19 > 0:08:21We never saw him after that.
0:08:22 > 0:08:26As the Americans would say, let's do the math.
0:08:26 > 0:08:30The Neales paid £6,550 to the builder,
0:08:30 > 0:08:33£2,400 to an electrician,
0:08:33 > 0:08:36and 150 quid to a plasterer,
0:08:36 > 0:08:39coming to a whopping £9,100.
0:08:41 > 0:08:45But the wet room is basically a shell with a toilet in the corner.
0:08:45 > 0:08:50Flooring, tiling, shower and loo are all unfinished.
0:08:50 > 0:08:54The builder disappeared with the Neales' money and left them
0:08:54 > 0:08:57with a host of unanswered questions.
0:08:57 > 0:09:01Why have you done this to us? And I trusted you so completely.
0:09:01 > 0:09:05Why have you just took that money and left us to it?
0:09:05 > 0:09:06At least just ring us and say,
0:09:06 > 0:09:09"Look, I can't come and finish the work."
0:09:09 > 0:09:11Or, "Look, I'm so ill, I can't finish."
0:09:11 > 0:09:14At least then we would know. But to just leave us with nothing...
0:09:14 > 0:09:18You know, this story sounds like it's been really stressful
0:09:18 > 0:09:21for poor Francis and Colin, and they're concerned about the future,
0:09:21 > 0:09:24particularly in light of Colin's deteriorating health.
0:09:24 > 0:09:27And will that wet room ever get sorted?
0:09:27 > 0:09:30Well, I'm hoping to have some answers to their problems.
0:09:30 > 0:09:33So let's find out more from the people themselves.
0:09:39 > 0:09:43- I love a bit of rat-a-tat-tat, me. - Hello.- You must be Francis.
0:09:43 > 0:09:46- I am, yeah.- And you must be Colin. How are you both?
0:09:46 > 0:09:48- You all right?- Fine. - I'm Clive, by the way.
0:09:48 > 0:09:51- Now, I hear you've had problems with cowboy builders.- Yes.
0:09:51 > 0:09:54Would you mind talking me through what the problems have been?
0:09:54 > 0:09:57- No, not at all.- Can I come in? - Yeah, sure.- Lovely.
0:09:57 > 0:10:00Before I get the low-down on this doggone cowboy,
0:10:00 > 0:10:03I want to take a look around for myself.
0:10:03 > 0:10:04First, the wet room,
0:10:04 > 0:10:08and I can already see a problem with the electrics.
0:10:08 > 0:10:11That pull switch, if this is going to be a wet room,
0:10:11 > 0:10:15that switch has got to go outside to an actual exterior light switch,
0:10:15 > 0:10:18because that won't be protected from the moisture.
0:10:18 > 0:10:21And I'm not happy with that floor slab,
0:10:21 > 0:10:23or what may lurk beneath. Ugh!
0:10:25 > 0:10:28It's not what we can see where cowboy builders are concerned,
0:10:28 > 0:10:29it's what we can't see.
0:10:29 > 0:10:33So I'm interested in what's going on, not only with the extension
0:10:33 > 0:10:35but what's underground, too.
0:10:35 > 0:10:38I think I'm going to need Francis to shed some light on this for me.
0:10:38 > 0:10:40- Francis, do you mind coming in?- Yep.
0:10:41 > 0:10:45Just come in, just talk to me about this whole thing.
0:10:45 > 0:10:48Right, now, I'm slightly confused, because I'm coming into this
0:10:48 > 0:10:51absolutely clean, so I don't know anything about it.
0:10:51 > 0:10:54Certainly, from my point of view from the outside,
0:10:54 > 0:10:58- it looks like it's an extension that has been added to the property. - That's right.
0:10:58 > 0:11:01But in terms of... What was this room?
0:11:01 > 0:11:05This was just a toilet. The toilet was over in that corner
0:11:05 > 0:11:07and the rest of it was just dead space.
0:11:07 > 0:11:11- You know, shoes would get stacked, bags would get stacked.- OK.
0:11:11 > 0:11:14And so we thought, well, we'll make use of the space
0:11:14 > 0:11:16and have a wet room as we needed it,
0:11:16 > 0:11:19so that's why we started on the work.
0:11:19 > 0:11:23- So the toilet was here.- Was there. - And it's been moved to there.- Yeah.
0:11:23 > 0:11:27Now, do you know if your builder got in touch with building regs
0:11:27 > 0:11:30or Building Control?
0:11:30 > 0:11:32Because he'd need to if he was moving it.
0:11:32 > 0:11:35- No, I haven't heard about that. - What about change of use?
0:11:35 > 0:11:37Because you're going to change it to a wet room.
0:11:37 > 0:11:41- No, don't know anything about that. - OK.
0:11:41 > 0:11:45Oh, dear. We need to get Building Control out to have a look.
0:11:45 > 0:11:49They need to check whether this entire extension is safe.
0:11:49 > 0:11:52It was added to the property before the Neales bought it,
0:11:52 > 0:11:56but I need to investigate the quality of this build, too.
0:11:56 > 0:11:58Time for a chat with Francis and Colin.
0:11:58 > 0:12:03First up, the folly of paying so much cash upfront.
0:12:03 > 0:12:06Imagine this. We're going in the pie and mash restaurant.
0:12:06 > 0:12:09We sit down and they go, "Do you mind paying upfront for your meal?"
0:12:09 > 0:12:11What are you going to say?
0:12:11 > 0:12:14- No, I haven't had it yet.- Exactly.
0:12:14 > 0:12:16And if they turn to you and go,
0:12:16 > 0:12:19"We need to go out and buy the pies and the mash,"
0:12:19 > 0:12:22Do you know what I mean? It's nonsense. It's absolute nonsense.
0:12:22 > 0:12:26It's only, we lose our heads when we have builders in,
0:12:26 > 0:12:30because if they turn to you and say, "Well, I need it for materials..."
0:12:30 > 0:12:32Well, if they are bona fide builders,
0:12:32 > 0:12:35they will have accounts with builders' merchants.
0:12:35 > 0:12:38Not one - they might have two or three, and they've got
0:12:38 > 0:12:40a 30-day turnaround for that before they have to pay for it.
0:12:40 > 0:12:43And yet you're paying for those materials upfront.
0:12:43 > 0:12:46If you're having anything made bespoke or special,
0:12:46 > 0:12:49I understand you're going to have to pay for that.
0:12:49 > 0:12:51But not to pay upfront.
0:12:51 > 0:12:54So these are things we're going to have to learn, because you're still
0:12:54 > 0:12:56going to have other work done on this property
0:12:56 > 0:12:59in the future, and we're going to nail it down before I leave.
0:12:59 > 0:13:01We're going to nail everything down.
0:13:01 > 0:13:04So that you never fall into the cowboy trap again.
0:13:04 > 0:13:07But the problem wasn't just paying cash upfront for what turned out
0:13:07 > 0:13:09to be a rubbish job.
0:13:09 > 0:13:12There's been upset in the family because the Neales' son
0:13:12 > 0:13:17realised he'd made a mistake recommending his friend's father.
0:13:17 > 0:13:21He felt a lot of guilt about what was going on,
0:13:21 > 0:13:24and we had no-one to blame but him,
0:13:24 > 0:13:30cos he was the only one who was our link to it all, really.
0:13:30 > 0:13:33So it was quite an upsetting time, and, you know,
0:13:33 > 0:13:36there were a few angry words.
0:13:36 > 0:13:39And my pain's got worse since all of this has...
0:13:39 > 0:13:41Yeah, the stress of it has just been awful because
0:13:41 > 0:13:45there was a stage when we didn't even have a toilet downstairs,
0:13:45 > 0:13:48so Colin was stuck upstairs for two weeks.
0:13:48 > 0:13:53When you think about the stress factor of having, well,
0:13:53 > 0:13:57- building work, even with good builders, it's quite stressful.- Mm.
0:13:57 > 0:14:00How did you manage to cope with the stress of having a cowboy builder
0:14:00 > 0:14:02in the property?
0:14:02 > 0:14:05He was getting more and more depressed about, you know,
0:14:05 > 0:14:07"I just can't speak to them,"
0:14:07 > 0:14:11and then he'd get wound up and get annoyed.
0:14:11 > 0:14:14It was a really difficult time.
0:14:14 > 0:14:18Because I'm already stressed with pain, you know,
0:14:18 > 0:14:22it's another level above where I should be.
0:14:23 > 0:14:26So, the Neales had forked out over nine grand
0:14:26 > 0:14:29and they were worse off than when they started,
0:14:29 > 0:14:31with no downstairs toilet.
0:14:31 > 0:14:35And their situation may be about to get worse.
0:14:35 > 0:14:39At the moment, I'm going to tell you there's still tunnel at the end
0:14:39 > 0:14:43of the light because I'm concerned about the actual building itself.
0:14:43 > 0:14:49When Building Control come later, I'm going to need to talk with them.
0:14:49 > 0:14:52So we're not out of the woods yet.
0:14:52 > 0:14:54But I'm telling you something.
0:14:54 > 0:14:57When we are out of the woods, if we do get the all clear,
0:14:57 > 0:14:59we're going to get cracking with that.
0:14:59 > 0:15:02Before I investigate the original extension,
0:15:02 > 0:15:07I've asked independent surveyor Paul Morton to assess
0:15:07 > 0:15:10the quality of the work in the wet room.
0:15:10 > 0:15:13What have you seen that's not to your liking?
0:15:13 > 0:15:14Well, this is an obvious one,
0:15:14 > 0:15:16where they've got the pull cord
0:15:16 > 0:15:19for the electric switch in what will be a wet room.
0:15:19 > 0:15:23- Yeah.- And whilst it's not necessarily dangerous,
0:15:23 > 0:15:25it's not advisable.
0:15:25 > 0:15:28In terms of the fact that they've moved the toilet,
0:15:28 > 0:15:30we've got a breach of building regs going on there.
0:15:30 > 0:15:33Yes, that's right, and I don't believe that
0:15:33 > 0:15:36a building regulation consent application was provided, either.
0:15:36 > 0:15:41- Yeah.- So it's for the council to come out and have a look and verify
0:15:41 > 0:15:45that the below-ground drainage is suitable, it doesn't leak.
0:15:45 > 0:15:46OK.
0:15:46 > 0:15:48Now, in terms of what you've seen
0:15:48 > 0:15:50and the work that the guy has carried out,
0:15:50 > 0:15:54what sort of mark out of ten would you deem to give them?
0:15:54 > 0:15:57Provided that the drainage in the pipe work
0:15:57 > 0:16:00that has been installed is satisfactory and doesn't leak
0:16:00 > 0:16:03as soon as it's filled with water, I'd give this about a seven.
0:16:03 > 0:16:07Seven, provided the drainage is satisfactory.
0:16:07 > 0:16:10Well, that's the million dollar question.
0:16:10 > 0:16:12If it ain't, that mark plummets.
0:16:12 > 0:16:14Plus, what Paul doesn't know
0:16:14 > 0:16:17is the builder disappeared with the Neales' cash.
0:16:17 > 0:16:21I think that might have affected the score.
0:16:21 > 0:16:24'Anyway, it's the moment of truth for Francis and Colin.'
0:16:24 > 0:16:27- Here comes Gail Millard from Building Control.- Hello, Clive.
0:16:27 > 0:16:30- You must be Gail. - Gail from Building Control.
0:16:30 > 0:16:33I tell you what, you are really important
0:16:33 > 0:16:36to this situation we've got here.
0:16:36 > 0:16:39It's quite a sad story in the fact that they wanted a wet room, etc,
0:16:39 > 0:16:43but what I've gleaned from Francis is,
0:16:43 > 0:16:45and Colin, of course,
0:16:45 > 0:16:48is that this particular extension here, before we talk about
0:16:48 > 0:16:52anything else, didn't have... Well, I think it might fall under
0:16:52 > 0:16:54permitted development anyway for its size,
0:16:54 > 0:16:57but certainly they were in breach of building regs.
0:16:57 > 0:16:59Can you, sort of, build upon that for us
0:16:59 > 0:17:01- and tell us what's gone wrong? - Yeah, yeah, sure.
0:17:01 > 0:17:05We did have an application many years ago for a side extension,
0:17:05 > 0:17:07but it wasn't carried out at the time.
0:17:07 > 0:17:10And now, when I did some research regarding the wet room,
0:17:10 > 0:17:13it appears that this extension didn't have building regulation
0:17:13 > 0:17:16approval or inspections were not carried out at the time.
0:17:16 > 0:17:20So, looking at it, when I looked outside, my main concern
0:17:20 > 0:17:24- was if whoever built this breached building regulations anyway...- Yep.
0:17:24 > 0:17:27..what other corners have they cut?
0:17:27 > 0:17:29Absolutely. That's why I'm here,
0:17:29 > 0:17:32and we have had to have a regularisation application for this.
0:17:32 > 0:17:35So I'm going to need bits of it exposed so we can see exactly
0:17:35 > 0:17:38what's going on and whether it's safe
0:17:38 > 0:17:40and whether it's going to do its job.
0:17:41 > 0:17:45Here are the good guys, led by builder Mark Newman.
0:17:45 > 0:17:48Now, usually they swing into action,
0:17:48 > 0:17:52rebuilding the dreams of unfortunate homeowners.
0:17:52 > 0:17:55But today their first job is to help uncover the full extent
0:17:55 > 0:17:58of Francis and Colin's nightmare.
0:17:58 > 0:18:01They get straight to work on the foundations
0:18:01 > 0:18:04of the original extension to check if the drainage is kosher.
0:18:04 > 0:18:05It's a nerve-wracking moment.
0:18:06 > 0:18:09What's concerning you as you look at that, Gail?
0:18:09 > 0:18:11Well, we've got a rainwater pipe coming down.
0:18:11 > 0:18:15Does that go to surface water or foul?
0:18:15 > 0:18:17The rodding eye, is it connected?
0:18:17 > 0:18:20There's no caps on the rainwater pipe so we can't tell
0:18:20 > 0:18:23whether the soil has already gone down the pipes,
0:18:23 > 0:18:27whether we have a lintel, even, over the pipe.
0:18:27 > 0:18:29I don't think there will be, I have to say.
0:18:29 > 0:18:33- Oh, ye of little faith, but yes. - I don't think there will.
0:18:33 > 0:18:36'Soon the truth is revealed.'
0:18:36 > 0:18:38Yeah, it's just a four-inch slab.
0:18:38 > 0:18:41You're having a laugh, aren't you?
0:18:42 > 0:18:46Well, it looks like... Are you definitely sure
0:18:46 > 0:18:49- that's sitting on a four-inch slab? - Yeah.
0:18:49 > 0:18:52- All the way up to here as well?- Yeah.
0:18:52 > 0:18:54Well, that's not good enough.
0:18:54 > 0:18:57A four-inch slab isn't suitable.
0:18:57 > 0:19:01In surveyor speak, this extension is floating.
0:19:01 > 0:19:04It needs a proper foundation putting in.
0:19:06 > 0:19:10This is nothing to do with the builder we're concentrating on.
0:19:10 > 0:19:15This is to do with the person that built this extension
0:19:15 > 0:19:17back in whatever it was, 2002.
0:19:17 > 0:19:20So this is before they purchased the property.
0:19:20 > 0:19:22But as I have to say, there's no point in us
0:19:22 > 0:19:27doing any work on this extension, either inside or outside,
0:19:27 > 0:19:30until we know that it passes Building Control,
0:19:30 > 0:19:32end of story.
0:19:32 > 0:19:35'And it doesn't. To compound the issue,
0:19:35 > 0:19:38'there's a broken clay pipe and water sitting underneath.
0:19:38 > 0:19:41'It never rains, but it pours.'
0:19:42 > 0:19:45But we on Cowboy Trap don't give up easily.
0:19:45 > 0:19:46We're going to put this right.
0:19:49 > 0:19:51Now, don't get me wrong, I love this job, but there are days
0:19:51 > 0:19:54when I really hate it, and today's one of them.
0:19:54 > 0:19:57When you consider all they wanted was a wet room,
0:19:57 > 0:19:59they brought a builder on board
0:19:59 > 0:20:02that really all he wanted to do was take their money.
0:20:02 > 0:20:06And yet we find that the extension that he was doing the wet room in
0:20:06 > 0:20:08is actually illegal in itself.
0:20:08 > 0:20:10OK, permitted development, we'll give it that.
0:20:10 > 0:20:12But it was a breach of building regulations,
0:20:12 > 0:20:16and of course, we've had Gail along from the local council
0:20:16 > 0:20:19and she's told us exactly what she wants doing,
0:20:19 > 0:20:23but we've just uncovered more and more problems all the time.
0:20:23 > 0:20:27When you consider now we've got to underpin this extension.
0:20:28 > 0:20:29But I'll tell you one thing -
0:20:29 > 0:20:32I'm not going to leave this couple in a mess.
0:20:32 > 0:20:35We're going to make sure that we get the job done,
0:20:35 > 0:20:36and we get it done right.
0:20:36 > 0:20:39But for the cowboy builders that have been on this property
0:20:39 > 0:20:43doing this, the extension and the work within it most recently,
0:20:43 > 0:20:46I say to them, I realise you've got no conscience,
0:20:46 > 0:20:50but it's such a shame that you do it
0:20:50 > 0:20:54to so many good people in this country.
0:20:54 > 0:20:56But we're going to put it right.
0:20:56 > 0:20:59Mark and his team have a lot on their plate.
0:20:59 > 0:21:04Can he satisfy Building Control, solve all the building regs problems
0:21:04 > 0:21:07and create the wet room of the Neales' dreams?
0:21:07 > 0:21:10Only time will tell.
0:21:15 > 0:21:17I'm back in Bracknell,
0:21:17 > 0:21:19where Frances and Colin Neale's dream
0:21:19 > 0:21:22was to have a beautiful downstairs wet room,
0:21:22 > 0:21:26so that they could prepare for Colin's advancing disability,
0:21:26 > 0:21:30but it was left dead in the water by a cowboy builder.
0:21:30 > 0:21:33Our good guys have now finished their work,
0:21:33 > 0:21:37and the great news is, building regulations have all been met.
0:21:37 > 0:21:40Before I talk it through with Frances and Colin,
0:21:40 > 0:21:43I can't resist taking a look around.
0:21:43 > 0:21:46Now, first of all, straightaway...
0:21:48 > 0:21:51..here, although we can't see anything,
0:21:51 > 0:21:52I know what's gone on under there.
0:21:52 > 0:21:54It's all been underpinned, cos remember,
0:21:54 > 0:21:58this end wall here was actually floating on nothing at all.
0:21:58 > 0:22:00So that's all been sorted,
0:22:00 > 0:22:03cos it's important now that we get Building Control sign-off.
0:22:03 > 0:22:04All the flags have gone down,
0:22:04 > 0:22:07and I'm hoping that everything's hunky dory with the waste,
0:22:07 > 0:22:11and of course the surface water as well, so looking good.
0:22:11 > 0:22:15But to me, it's what's gone on behind here.
0:22:15 > 0:22:16Now, because this is obscure glass,
0:22:16 > 0:22:19I can't get a sneaky peek inside it, so let's go in.
0:22:19 > 0:22:22I can't wait to see this wet room.
0:22:25 > 0:22:27Ooh, baby!
0:22:27 > 0:22:28HE LAUGHS
0:22:28 > 0:22:32Now then, that's what I'm talking about. So different.
0:22:32 > 0:22:35Remember, we had loads of problems,
0:22:35 > 0:22:37particularly with the floor and of course,
0:22:37 > 0:22:39with the drainage as well. It was all over the place.
0:22:39 > 0:22:42Problems with the electrics, the walls were a mess,
0:22:42 > 0:22:45we had to expose the lintels, and they were just
0:22:45 > 0:22:48teetering on the edge, really, supporting all that was above it.
0:22:48 > 0:22:50That's all been tended to now.
0:22:50 > 0:22:54Brilliant shower, we've got the fan in place,
0:22:54 > 0:22:56toilet's all been beautifully boxed in.
0:22:56 > 0:22:58And I have to say, the tiles look superb.
0:22:58 > 0:23:00Again, I'm loving the colourway,
0:23:00 > 0:23:02and I'm certainly loving the glitzy border.
0:23:02 > 0:23:06It really looks cool. It's another one of them for me
0:23:06 > 0:23:08that's like a magazine piece, really.
0:23:08 > 0:23:10It just looks fantastic.
0:23:10 > 0:23:12What a difference when you get the good guys in.
0:23:12 > 0:23:15What a difference indeed.
0:23:15 > 0:23:18Before I discuss it with Frances and Colin,
0:23:18 > 0:23:21I want a pow-wow about their cowboy builder.
0:23:22 > 0:23:26We tried to find out his side of the story and put it to them,
0:23:26 > 0:23:29but he's proved impossible to track down.
0:23:29 > 0:23:31We've hunted high and low, let's say,
0:23:31 > 0:23:34and we've tried various telephone numbers as well,
0:23:34 > 0:23:36but we've had no success whatsoever.
0:23:36 > 0:23:40So really, he's missed out on the opportunity
0:23:40 > 0:23:43to be able to have a right of reply to go, you know,
0:23:43 > 0:23:46as they often do these days, "I'm not a cowboy builder,
0:23:46 > 0:23:48"everything I do is great,"
0:23:48 > 0:23:51but sadly, I have nothing to report.
0:23:52 > 0:23:56Having said that, it's important to realise that
0:23:56 > 0:23:58we need to give them that opportunity.
0:23:58 > 0:24:01He just hasn't taken it. What do you think?
0:24:01 > 0:24:04What can we say? Last time Frances spoke to him,
0:24:04 > 0:24:08he was being genuine about that he was going to pay us back
0:24:08 > 0:24:11if he wasn't well enough to finish the work,
0:24:11 > 0:24:15so I just suppose it's just the way he is, sadly.
0:24:15 > 0:24:18I just thought that it was us that he just wasn't, you know,
0:24:18 > 0:24:24replying to us, but if you're not able to get hold of him, it just...
0:24:24 > 0:24:26well, I don't know where he's gone, then.
0:24:26 > 0:24:31So, the cowboy behind this building bodge has done a vanishing act,
0:24:31 > 0:24:34just like he did with Frances and Colin's cash.
0:24:34 > 0:24:36Funny, that.
0:24:36 > 0:24:40Anyway, at long last, the Neales can put it all behind them.
0:24:40 > 0:24:44Time for the grand tour of the good guys' work.
0:24:49 > 0:24:52HE CHUCKLES
0:24:53 > 0:24:55Come on, then, first thoughts?
0:24:55 > 0:24:58- God. I just can't believe what it was.- What a difference.
0:24:58 > 0:25:00Oh, what a difference.
0:25:00 > 0:25:03- Oh, it's lovely.- Is this...? - Yeah, it's lovely.
0:25:03 > 0:25:07It looks like a showroom now. It's like a show-off wet room.
0:25:07 > 0:25:10Well, it's a proper floor, just sink, everything. It's just...
0:25:10 > 0:25:13I don't know what to say, to be honest.
0:25:13 > 0:25:16- Oh, it's so good.- It's so different.
0:25:16 > 0:25:18I'll be so glad to have people coming round
0:25:18 > 0:25:21and not having to make sure that the door is shut
0:25:21 > 0:25:22so that you don't see in this room.
0:25:22 > 0:25:25I'll say, "Have a look at my bathroom," first!
0:25:25 > 0:25:27- It's a show-off piece, isn't it? - Yeah.- It is.
0:25:27 > 0:25:29- It is.- It's lovely.- It's terrific.
0:25:29 > 0:25:31It is magic.
0:25:31 > 0:25:33How much of a difference is this going to make,
0:25:33 > 0:25:36not just to your life, Colin, but to your life, Frances?
0:25:36 > 0:25:38Cos obviously you have to look after him
0:25:38 > 0:25:40when he's getting in the bath upstairs.
0:25:40 > 0:25:42How much easier is this going to make it?
0:25:42 > 0:25:44It's just going to be safer, for a start,
0:25:44 > 0:25:47a safer environment for me and for him,
0:25:47 > 0:25:50and also it's just going to make life so much easier,
0:25:50 > 0:25:53we won't have to struggle with getting in and out of the bath
0:25:53 > 0:25:56and the balancing and the pulling and the tugging and the rest of it.
0:25:56 > 0:25:58- This is just going to be so good. - And wrecking stuff.
0:25:58 > 0:26:01And wrecking stuff! Yeah, we don't want you wrecking stuff.
0:26:01 > 0:26:03I'm loving the colourways as well, by the way, in here, guys,
0:26:03 > 0:26:05in terms of the tiling and everything else.
0:26:05 > 0:26:07It's just superb.
0:26:07 > 0:26:10It really is a show-off wet room for me. Fantastic.
0:26:10 > 0:26:14Now, the other thing is, this is the bright, this is the fantastic,
0:26:14 > 0:26:17but outside we've got something more important, of course,
0:26:17 > 0:26:19that went on with the original extension,
0:26:19 > 0:26:22because we needed to make sure the foundations were clear
0:26:22 > 0:26:25and so you can get Building Control sign-off,
0:26:25 > 0:26:28which is really important, because when you first bought the house,
0:26:28 > 0:26:31this didn't have any building regs at all or any permission.
0:26:33 > 0:26:35And without the paperwork from Building Control,
0:26:35 > 0:26:39you've got real problems when it comes to selling your house,
0:26:39 > 0:26:42but thanks to our good guys, that's not an issue here.
0:26:44 > 0:26:47OK, now this is not as exciting, I have to say,
0:26:47 > 0:26:50because to all intents and purposes,
0:26:50 > 0:26:55it looks like what it looked like before, but you know the score.
0:26:55 > 0:26:58Underneath we had loads of problems.
0:26:58 > 0:26:59For me, anyway, this end wall
0:26:59 > 0:27:03- was just floating in the middle of nowhere.- Yeah.
0:27:03 > 0:27:05And of course, the most important thing was, there was never
0:27:05 > 0:27:08any permission for this extension even before you bought it.
0:27:08 > 0:27:10But now it's all been secured.
0:27:10 > 0:27:12All the waste has been done properly,
0:27:12 > 0:27:14the flags have been put down again,
0:27:14 > 0:27:16so what's been going on there now
0:27:16 > 0:27:19is that this extension is properly supported,
0:27:19 > 0:27:22not only from the inside but from the outside as well.
0:27:22 > 0:27:24So it now meets building regulations.
0:27:24 > 0:27:26- How do you feel about that? - Good, good.
0:27:26 > 0:27:28A lot safer for us, I think.
0:27:28 > 0:27:31Well, we didn't know anything about this or anything,
0:27:31 > 0:27:34it didn't have permission, so if you hadn't been here,
0:27:34 > 0:27:37we would have gone on living not knowing
0:27:37 > 0:27:40that we didn't have permission and they couldn't have had it
0:27:40 > 0:27:45in the first place, but you've truly made it legal and above board.
0:27:46 > 0:27:49Clearly, it would have been an expensive shock
0:27:49 > 0:27:52for Frances and Colin when they came to sell the house
0:27:52 > 0:27:55if our good guys hadn't have got involved.
0:27:55 > 0:27:59What a result! Colin has got his much-needed wet room after all,
0:27:59 > 0:28:02and we've managed to deal with those colossal problems
0:28:02 > 0:28:04with the extension itself, and more importantly,
0:28:04 > 0:28:06we've got Building Control sign-off.
0:28:06 > 0:28:10I love this job, and it's another one-up for the good guys.
0:28:10 > 0:28:13And as for those cowboys out there, remember one thing -
0:28:13 > 0:28:15we are on your trail.
0:28:31 > 0:28:34Subtitles by Red Bee Media Ltd