0:00:08 > 0:00:11I'm back on the road hunting down cases of dodgy builders
0:00:11 > 0:00:13who promised the world,
0:00:13 > 0:00:17but then leave honest homeowners in the lurch, with their bodged work.
0:00:17 > 0:00:21The standard of workmanship that he worked to was shoddy.
0:00:21 > 0:00:25I've come across enough cowboy builders to last me a lifetime.
0:00:25 > 0:00:27But the nerve of them still shocks me.
0:00:27 > 0:00:30They lack the skills to complete the works,
0:00:30 > 0:00:35but they have no trouble in extracting cash from hard-working people.
0:00:35 > 0:00:38He was rectifying work - what he classed as snagging -
0:00:38 > 0:00:40and it was making them worse.
0:00:40 > 0:00:44Today, I'm hoping to offer some help to a family have been let down by
0:00:44 > 0:00:48a cowboy builder, who built up their hopes, and then left them deflated.
0:00:49 > 0:00:52I've yet to feel like it's a home, which is quite sad.
0:00:52 > 0:00:55You know, relating to what we had at the beginning to what
0:00:55 > 0:00:57we have now is so different.
0:00:57 > 0:00:59And it's quite sad.
0:00:59 > 0:01:03I want to help these unfortunate homeowners get their life and their
0:01:03 > 0:01:07build back on track, and along the way, I'll be offering you some hints
0:01:07 > 0:01:11and tips in the hope that you won't go falling into the cowboy trap.
0:01:21 > 0:01:24Today, I'm in Bedford, the county town of Bedfordshire,
0:01:24 > 0:01:26located on the river Ouse.
0:01:26 > 0:01:32It was here in 1675 that author John Bunyan wrote his seminal book,
0:01:32 > 0:01:35Pilgrim's Progress, while in prison in Bedford jail.
0:01:36 > 0:01:39Bedford has a great comedy heritage too,
0:01:39 > 0:01:42with the likes of Ronnie Barker, and John Le Mesurier.
0:01:42 > 0:01:44It was also the backdrop
0:01:44 > 0:01:47for a classic 1976 sitcom comedy
0:01:47 > 0:01:50called Some Mothers Do 'Ave 'Em, and it's quite apt really,
0:01:50 > 0:01:52because the cowboy builder in our story was
0:01:52 > 0:01:55something of a Frank Spencer himself.
0:01:55 > 0:02:01His unwitting victims, Kerry Nelson and her partner, Rob Henderson.
0:02:01 > 0:02:04Kerry hails from Northern Ireland, and is an art and design teacher
0:02:04 > 0:02:08at a local secondary school, while Rob works as an engineer.
0:02:10 > 0:02:14Kerry moved to Bedford five years ago, with her daughter Cara.
0:02:14 > 0:02:20She met Rob on a blind date set up by his brother, and their romance blossomed.
0:02:20 > 0:02:22Two years ago, they all moved in together,
0:02:22 > 0:02:26but Kerry's house wasn't big enough to accommodate their plans to extend the family,
0:02:26 > 0:02:29so they decided to look for a new home.
0:02:30 > 0:02:36In July 2011, Rob and Kerry viewed the 1960s four-bed detached property
0:02:36 > 0:02:38on the northern side of town.
0:02:38 > 0:02:42It was a bit of an ugly duckling, and required some TLC -
0:02:42 > 0:02:45not unlike myself, I hear you cry!
0:02:45 > 0:02:46But it was in a good residential area,
0:02:46 > 0:02:49and it is close to the beautiful Bedford Park.
0:02:49 > 0:02:53So they decided to buy it, and then they hired an architect
0:02:53 > 0:02:57to draw up plans to renovate, and extend over the front garage.
0:02:57 > 0:02:59But they were in a bit of a hurry,
0:02:59 > 0:03:03because I forgot to mention - Kerry was six months pregnant.
0:03:03 > 0:03:07Kerry and Rob didn't want to move in until the renovator was finished,
0:03:07 > 0:03:09so it was a race against time,
0:03:09 > 0:03:12because they were desperate to be settled into their new home
0:03:12 > 0:03:15by the time the baby was due in December.
0:03:15 > 0:03:18They needed to get a builder pronto, and soon found one.
0:03:19 > 0:03:22He was recommended, the builder that we eventually chose.
0:03:22 > 0:03:25And it was a recommendation from a friend of Rob's,
0:03:25 > 0:03:29and they had had recently had work done by this builder.
0:03:29 > 0:03:32Now alarm bells are ringing in my head,
0:03:32 > 0:03:34even if they weren't for Rob and Kerry.
0:03:34 > 0:03:38Now finding your builder via Rob's golf club might be a fair way
0:03:38 > 0:03:41to book a tradesperson, but I have to say,
0:03:41 > 0:03:44because they were in such a hurry to move in before baby was born,
0:03:44 > 0:03:48I believe they were just heading for the bunker.
0:03:48 > 0:03:51Kerry and Rob invited the builder round to discuss the work
0:03:51 > 0:03:55and he quoted them a total of £15,000.
0:03:55 > 0:03:59That was to gut the kitchen, to knock a dividing wall
0:03:59 > 0:04:01in from the kitchen into the dining.
0:04:01 > 0:04:05The quote for downstairs also included removing some stud walls
0:04:05 > 0:04:10and glass partitions, and fitting bespoke bifold doors.
0:04:10 > 0:04:15And they also wanted work done elsewhere in the house.
0:04:15 > 0:04:19Upstairs knocked through a brick wall from our bedroom,
0:04:19 > 0:04:23into the fourth bedroom, to make one big bedroom with an en suite,
0:04:23 > 0:04:28and also to refit the toilet into the bathroom.
0:04:28 > 0:04:30Kerry and Rob were happy with the quote,
0:04:30 > 0:04:33but crucially, got nothing in writing.
0:04:33 > 0:04:35They gave the builder the green light,
0:04:35 > 0:04:38and moved into rented accommodation while the work got underway.
0:04:40 > 0:04:43Kerry and Rob decided that they would buy the materials.
0:04:43 > 0:04:46That meant the bifold doors, the en suite, the basins,
0:04:46 > 0:04:50and the toilets, the tiles - including wall and floor.
0:04:50 > 0:04:53And the builder said he'd pick up the tab for the remaining items,
0:04:53 > 0:04:55which to be honest, couldn't have been many at all.
0:04:56 > 0:05:01The build started, but within days, alarm bells began to ring.
0:05:02 > 0:05:06We noticed when I'd drive sometimes, I work from home,
0:05:06 > 0:05:09and I'd drive past, and he wasn't on site.
0:05:09 > 0:05:11Which was a bit alarming, in the first week.
0:05:11 > 0:05:14It wasn't like he didn't have any work to do.
0:05:14 > 0:05:15He had loads of work to do.
0:05:15 > 0:05:17And when the builder did get down to work,
0:05:17 > 0:05:20his efforts left a lot to be desired.
0:05:20 > 0:05:23One of his first task was fitting the windows
0:05:23 > 0:05:27and Rob's heart sank when he saw the botched job.
0:05:27 > 0:05:35The standard of the installation of the windows... Is poor, at best.
0:05:35 > 0:05:39The kitchen was poorly fitted, and the tiles were marked.
0:05:39 > 0:05:41Internal doorways weren't symmetrical.
0:05:41 > 0:05:47The plastering was pitiful. And the doorframes were filled with glue.
0:05:47 > 0:05:50There were also question marks about the builder's attitude.
0:05:51 > 0:05:56He never completed one room. He would go from one room to the next
0:05:56 > 0:06:00and he would just leave a trail of debris.
0:06:00 > 0:06:05There was just absolutely no consideration
0:06:05 > 0:06:07for what equipment we had purchased.
0:06:08 > 0:06:12The list of problems went on and on.
0:06:12 > 0:06:15The bifold doors didn't fit.
0:06:15 > 0:06:18There was no damp-proofing.
0:06:18 > 0:06:21The window in the extension wasn't level and had gaps.
0:06:24 > 0:06:30The electrics were not as requested. The en-suite shower leaked.
0:06:30 > 0:06:33The tiling was uneven and poorly grouted.
0:06:33 > 0:06:37And the stud walls had no support.
0:06:37 > 0:06:38Ouch!
0:06:40 > 0:06:43Every single job that has been done has been done poorly.
0:06:43 > 0:06:45The tiling is poor.
0:06:45 > 0:06:48The fitting of the toilet is poor.
0:06:48 > 0:06:50The plumbing is poor.
0:06:51 > 0:06:53The sink that is a freestanding sink
0:06:53 > 0:06:56has been poorly attached to the wall.
0:06:56 > 0:07:01You can see big holes where he's tried to have the plumbing come out.
0:07:01 > 0:07:05Not surprisingly, the couple were tempted to stop paying the builder.
0:07:05 > 0:07:09Kerry was saying, don't pay, and I was saying, just pay the guy,
0:07:09 > 0:07:11just get the work done.
0:07:11 > 0:07:15Kerry and Rob pointed out the problems they wanted rectifying.
0:07:15 > 0:07:16But it didn't help.
0:07:16 > 0:07:20It got to the stage where he was rectifying work,
0:07:20 > 0:07:25what is classed as snagging, and it was making them worse.
0:07:27 > 0:07:30But there was some good news to brighten the gloom.
0:07:30 > 0:07:34And that was that Kelly and Rob's son, Cameron,
0:07:34 > 0:07:36arrived safe and well on 28th December.
0:07:36 > 0:07:38But, now back to the gloom.
0:07:38 > 0:07:40They were still living in their rented accommodation
0:07:40 > 0:07:44and the work had overrun and overrun and they'd had enough.
0:07:44 > 0:07:47So, they decided they were going to phone the builder,
0:07:47 > 0:07:50and arrange a meeting on site to fire him.
0:07:50 > 0:07:55The builder's response was to submit a final invoice for over 18 grand.
0:07:55 > 0:07:59The initial £15,800 plus extra costs.
0:08:01 > 0:08:03Kerry and Rob had been made aware
0:08:03 > 0:08:05that there were a few extra expenses.
0:08:05 > 0:08:09But they had no idea it was going to cost so much.
0:08:09 > 0:08:11We were living in rented accommodation.
0:08:11 > 0:08:14It's a hungry mouth to feed when you're paying a mortgage
0:08:14 > 0:08:17and you're paying rent as well.
0:08:17 > 0:08:20We'd had Cameron, and then it came to the point
0:08:20 > 0:08:23where there was no urgency in work getting done.
0:08:23 > 0:08:25We had a meeting. We said, where do you go from here?
0:08:25 > 0:08:27He said, well, if you're not happy with my work,
0:08:27 > 0:08:31there's no point in me doing anything and we said, right, OK.
0:08:31 > 0:08:36Let's just, that's it. We want nothing more to do with you.
0:08:36 > 0:08:39Kerry and Rob sought advice from Trading Standards.
0:08:39 > 0:08:41They also made the wise move
0:08:41 > 0:08:44of inviting building control round to survey the property.
0:08:44 > 0:08:47The resulting letter meant that there were many issues
0:08:47 > 0:08:49and the house was blacklisted,
0:08:49 > 0:08:52which meant they couldn't sell the house, even if they wanted to.
0:08:54 > 0:08:57They were shocked.
0:08:57 > 0:08:59And they took a look around,
0:08:59 > 0:09:02and they could see straight away the windows were a problem.
0:09:02 > 0:09:06No lintels in the windows.
0:09:06 > 0:09:09We were so, so disappointed.
0:09:11 > 0:09:14Not surprisingly, this cowboy chaos
0:09:14 > 0:09:17affected Kerry and Rob's relationship.
0:09:17 > 0:09:19I was very emotional anyway.
0:09:19 > 0:09:23Very pregnant, very emotional. Everything had to be right.
0:09:23 > 0:09:26It was my home, it was my children's home,
0:09:26 > 0:09:29it was a haven where we would come and be safe.
0:09:29 > 0:09:32It was putting terrible strain on us.
0:09:32 > 0:09:35Fortunately, we are strong as you like,
0:09:35 > 0:09:38and we will see it through, you know, through thick or thin,
0:09:38 > 0:09:43you know, there's times when you wake up and you think, oh my God.
0:09:43 > 0:09:44Take my advice.
0:09:44 > 0:09:47It's never a good idea to undertake major building works
0:09:47 > 0:09:51during times of family upheaval.
0:09:51 > 0:09:53Be wary of making important decisions
0:09:53 > 0:09:55when emotions are running high.
0:09:55 > 0:09:58And, if you must go ahead, be sure to ask for
0:09:58 > 0:10:00help and advice from family and friends.
0:10:02 > 0:10:04But, cometh the hour, cometh the man.
0:10:05 > 0:10:09I'm here to see if we can put Kerry and Rob's dream back on track.
0:10:13 > 0:10:17- Ah, now, I'm guessing you're Kerry. - Hello.- I'm Clive.
0:10:17 > 0:10:19- And you must be Rob.- Hi, Clive.
0:10:19 > 0:10:22- Now, I hear you have problems with cowboy builders.- We have.
0:10:22 > 0:10:24- Can I come in and look around?- Please do.
0:10:24 > 0:10:26Thank you. I'll follow you, then.
0:10:27 > 0:10:29While they stick the kettle on,
0:10:29 > 0:10:32I want to have a look round to assess their builder's efforts.
0:10:32 > 0:10:36My first destination - those controversial windows.
0:10:36 > 0:10:40And like the building control officers, I don't see no lintel.
0:10:41 > 0:10:43First of all, they haven't been installed
0:10:43 > 0:10:45by a FENSA-regulated installer,
0:10:45 > 0:10:48so straight away, because they're self-certificating,
0:10:48 > 0:10:50they wouldn't be able to issue on this.
0:10:50 > 0:10:54So, all these windows are going to have to come out and be refitted.
0:10:54 > 0:10:58Here, we've got a problem, because of the lintel above, or lack of.
0:10:58 > 0:11:01You can see already that the header of bricks there is
0:11:01 > 0:11:04pressing down on the opening light and it's bowing like that
0:11:04 > 0:11:05and, eventually,
0:11:05 > 0:11:10that could cause the glass just to shatter completely under the weight.
0:11:10 > 0:11:12Or, at best, you would be able to open the opening light
0:11:12 > 0:11:15for a while but eventually it would get stiffer and stiffer
0:11:15 > 0:11:17because of the pressure above.
0:11:17 > 0:11:20So, again, looking at all of the windows out here,
0:11:20 > 0:11:21they would have to be taken out and re-sited.
0:11:21 > 0:11:23Let's go inside.
0:11:25 > 0:11:30The upstairs en suite is anything but sweet. Look at this.
0:11:31 > 0:11:36These, well, how's that bit of trim, there, for a start?
0:11:36 > 0:11:38What that's doing, I don't know.
0:11:39 > 0:11:43This is a shallow, large, shallow tray.
0:11:45 > 0:11:48Once that starts blocking up, I'll tell you now, the water is
0:11:48 > 0:11:52out of there and all over the actual room - could go downstairs.
0:11:52 > 0:11:55But this, is a real disgrace.
0:11:55 > 0:11:58These tiles here are stone.
0:11:58 > 0:11:59Now, where they've been grouted,
0:11:59 > 0:12:02they've been rubbed across the stone,
0:12:02 > 0:12:05and it should be wiped off straight away.
0:12:05 > 0:12:09This sort of chalky residue - I'll try and get some of it off.
0:12:09 > 0:12:13But, that sort of chalky residue there, you'll never get that off.
0:12:13 > 0:12:16There are hundreds of pounds worth of tiles there
0:12:16 > 0:12:19that are actually going to have to be thrown away.
0:12:19 > 0:12:22Have a look at this for architrave.
0:12:22 > 0:12:24I don't even know where to begin!
0:12:24 > 0:12:27He has actually flushed that leg up,
0:12:27 > 0:12:29so you've got the head, there,
0:12:29 > 0:12:32and you got the leg of each leg of the architrave.
0:12:32 > 0:12:36He's flushed that one up, look at that. There's a gap there.
0:12:36 > 0:12:39He hasn't flushed that in at all.
0:12:39 > 0:12:42And he's butted up to it with tiles
0:12:42 > 0:12:46but, I'm telling you now, whether we like it or not,
0:12:46 > 0:12:50this has got to be ripped out and started again.
0:12:50 > 0:12:53I've seen quite enough upstairs.
0:12:53 > 0:12:56I'm continuing my investigations outside.
0:12:58 > 0:13:01First of all, over the head there, it's got no packers in it at all.
0:13:01 > 0:13:03That needs a solid packing.
0:13:03 > 0:13:05That's all open to the elements.
0:13:07 > 0:13:11Looking at the way they finish this off, as well...
0:13:11 > 0:13:12It's really quite poor.
0:13:16 > 0:13:20It also looks like there isn't any damp course under this door.
0:13:21 > 0:13:24I mean, that's mad, if that's the case.
0:13:24 > 0:13:27It certainly doesn't look like it.
0:13:27 > 0:13:30But the way they've masticked these up, I mean look at that.
0:13:30 > 0:13:33A kid could do a better job than that.
0:13:35 > 0:13:37There are lots of tell-tale signs for me,
0:13:37 > 0:13:42that tell me this guy has not got a clue about building. Look at this.
0:13:42 > 0:13:48Now, the vented stack at the top is below regulation.
0:13:48 > 0:13:51That has got to be a minimum of 900 millimetres
0:13:51 > 0:13:54above the opening of that window right at the top.
0:13:54 > 0:13:58It's got to be 900 millimetres above that. Look how low it is.
0:13:58 > 0:14:00It's about level with the opening light of the window.
0:14:00 > 0:14:03He surely should have known that.
0:14:04 > 0:14:09It's just like basic, schoolboy errors.
0:14:09 > 0:14:12This must be the worst building since prehistoric times.
0:14:12 > 0:14:15But it's more Barney Rubble than Fred Flintstone.
0:14:15 > 0:14:19How have Kerry and Rob survived this mess?
0:14:19 > 0:14:20It did put a wedge between us
0:14:20 > 0:14:24and you know, there's certain things in life that you should be enjoying,
0:14:24 > 0:14:29and that is Kerry's pregnancy and the like, and that wasn't the case.
0:14:29 > 0:14:32When we look back, it's become quite clear that you would be
0:14:32 > 0:14:35spoken to in a very different way by the builder, to me.
0:14:35 > 0:14:38There were sometimes discussions that we had with the builder
0:14:38 > 0:14:43where he would say you had said one thing and I'd said another thing.
0:14:43 > 0:14:45Here's a tip for you.
0:14:45 > 0:14:49It's a classic cowboy tactic to play people off against each other.
0:14:49 > 0:14:53You don't let the kids get away with it, so don't let your builder!
0:14:53 > 0:14:56Be on your guard, and, wherever possible,
0:14:56 > 0:14:57talk to the builder together.
0:15:00 > 0:15:03What would you like us to do for you?
0:15:03 > 0:15:07We would like all the issues that building control have listed
0:15:07 > 0:15:10to be rectified, so that we feel safe living in it.
0:15:10 > 0:15:12My target is, therefore,
0:15:12 > 0:15:15to get your sign-off certificate from building control.
0:15:17 > 0:15:19But, before the good guys try to secure
0:15:19 > 0:15:23Kerry and Rob's certificate, I want to get a second opinion
0:15:23 > 0:15:27about the task in hand from independent surveyor, Jack Bradley.
0:15:27 > 0:15:28Now, starting here,
0:15:28 > 0:15:31you obviously had a good look around the property,
0:15:31 > 0:15:34I'd like us to go and visit certain areas, inside and out,
0:15:34 > 0:15:37but let's start with this soil stack, because we know
0:15:37 > 0:15:41there's been problems with breaching building control and building regs.
0:15:41 > 0:15:44Just talk us through what you think the problem could be.
0:15:44 > 0:15:46Well, as you can see, a new soil stack's been put in,
0:15:46 > 0:15:49but we just don't know what's underneath,
0:15:49 > 0:15:51and building control want to know how this pipe
0:15:51 > 0:15:54connects to the existing system.
0:15:54 > 0:15:55Don't we all?
0:15:55 > 0:15:58And no prizes for guessing what else is upsetting Jack.
0:16:00 > 0:16:03My primary area of concern is the lintel holding the brickwork,
0:16:03 > 0:16:07the walls, the windows, the floors, the roof above this set of doors.
0:16:07 > 0:16:11We just don't know what that lintel's sitting on, at the minute.
0:16:11 > 0:16:12I think these doors have got to come out,
0:16:12 > 0:16:15because they've got no damp course at the bottom of there, either.
0:16:15 > 0:16:20And I think it's inset by about five screws, the whole thing.
0:16:20 > 0:16:22Having no damp course is going to let water up through,
0:16:22 > 0:16:26and it will slowly rot the wooden sill.
0:16:26 > 0:16:29The frame will move around, with not so many fixings.
0:16:29 > 0:16:32There's already signs of stress at both ends of the brickwork
0:16:32 > 0:16:37and the frame, and that's raising serious alarm bells for me.
0:16:37 > 0:16:41OK. Up to the unsweet en suite next.
0:16:42 > 0:16:46Now, in here, I have to say, is a complete shambles.
0:16:46 > 0:16:49- Talk us through the problems you've seen.- Where do I start?
0:16:49 > 0:16:52Let's start with the floor. The flooring is all over the place.
0:16:52 > 0:16:55There's trip hazards, the flooring's not level.
0:16:55 > 0:16:59It shouldn't be a hard job to get this right.
0:16:59 > 0:17:01I then moved straight on to the walls.
0:17:01 > 0:17:03The wall tiles are on and they're staying there,
0:17:03 > 0:17:05but I don't know for how long.
0:17:05 > 0:17:08There's adhesive, there's grout stuck to the tiles.
0:17:08 > 0:17:10These are expensive, high quality products
0:17:10 > 0:17:12that the owners have bought and they've been ruined.
0:17:12 > 0:17:15So, it's all got to come off, and be put back on again,
0:17:15 > 0:17:17to get to that finish that they deserve, here.
0:17:17 > 0:17:20And what about those stone tiles there with all the grout on them
0:17:20 > 0:17:22and everything else? It's dire.
0:17:22 > 0:17:23It's utter laziness.
0:17:23 > 0:17:26It's nothing but bad and poor workmanship
0:17:26 > 0:17:28that has ruined a good product.
0:17:28 > 0:17:30Now, I think it's a rip-it-up-and-start-again job,
0:17:30 > 0:17:32I've got to be honest with you.
0:17:32 > 0:17:36But, taking into account everything that you've seen at this property,
0:17:36 > 0:17:40what mark out of 10 would you give to this so-called tradesman?
0:17:41 > 0:17:44If my suspicions about that lintel are right,
0:17:44 > 0:17:48they'd be lucky to get 2/10, and that's only because the doors work.
0:17:48 > 0:17:54So, 2/10. And Kerry and Rob have forked out over 15 grand.
0:17:54 > 0:17:55Ouch, that hurts!
0:17:56 > 0:18:00I think it's high time we gave this sorry story a happy ending.
0:18:00 > 0:18:04And I've got to be honest with you. This really is a no-go zone.
0:18:04 > 0:18:07And particularly these bifold doors.
0:18:07 > 0:18:09It's high time we got the good guys in
0:18:09 > 0:18:12and only myself and those guys can cross this line.
0:18:14 > 0:18:18And yee-hah! Here they are! Arriving just in time.
0:18:18 > 0:18:20Jon Fish and his compadre.
0:18:20 > 0:18:21WESTERN-STYLE MUSIC
0:18:23 > 0:18:28Tell me what your plan of action is to put it right.
0:18:28 > 0:18:33Basically, the windows, the sliding folding doors just there, I'm going
0:18:33 > 0:18:36to have to take them out, store them to one side and protect them.
0:18:36 > 0:18:39We're going to have to try and clean back all the silicones,
0:18:39 > 0:18:41because it's messy, all over the brickwork.
0:18:41 > 0:18:43We need to uncovered a lintel above,
0:18:43 > 0:18:45because building control are going to want to see
0:18:45 > 0:18:49if it's a lintel that's big enough the load across the span.
0:18:49 > 0:18:52Rob and Kerry are chipping in to get the job done,
0:18:52 > 0:18:56so Jon and his team waste no time getting stuck in.
0:18:56 > 0:19:00First job, removing those patio doors.
0:19:00 > 0:19:03Next up, renewing the supporting lintel.
0:19:03 > 0:19:06You can't afford to get lintels wrong.
0:19:06 > 0:19:09It's good that these guys know what they're doing.
0:19:09 > 0:19:11Building control want to know how this pipe connects
0:19:11 > 0:19:13to the existing system.
0:19:13 > 0:19:16There's only one way to find out. And it's backbreaking work.
0:19:18 > 0:19:20Clearly, there's plenty to do,
0:19:20 > 0:19:23before Jon and his team even set foot in doors.
0:19:25 > 0:19:27Can the good guys turn this bodged build
0:19:27 > 0:19:30into the stuff of dreams for Kerry and Rob?
0:19:30 > 0:19:32Only time will tell.
0:19:37 > 0:19:38I'm back in Bedford,
0:19:38 > 0:19:40where Kerry and Rob's hopes
0:19:40 > 0:19:45of turning their neglected 1960s property that they just purchased
0:19:45 > 0:19:49into a dream family home was thwarted by a cowboy builder.
0:19:51 > 0:19:53All the good guys have now finished their work,
0:19:53 > 0:19:56and I'm here to find out if they've saved the day.
0:19:56 > 0:19:59Before I talk it through with Kerry and Rob,
0:19:59 > 0:20:02I can't resist a sneaky peek.
0:20:02 > 0:20:05OK. Let's see what the good guys have done.
0:20:05 > 0:20:07First of all, this is a bit of a surprise.
0:20:07 > 0:20:09I didn't know this was on the remit,
0:20:09 > 0:20:12because this is definitely re-plastered.
0:20:12 > 0:20:15And I tell you what - THAT is as smooth as glass. It's beautiful.
0:20:15 > 0:20:17You rub your hand over that, normally,
0:20:17 > 0:20:18this is a massive tell-tale sign
0:20:18 > 0:20:21of whether you've got good builders or not,
0:20:21 > 0:20:25because plastering is a skill, it's an art form.
0:20:25 > 0:20:29And THAT, whoever has done it, is a plaster master.
0:20:29 > 0:20:31No two ways about that.
0:20:31 > 0:20:34Perfect plastering. What a good start.
0:20:34 > 0:20:37But, what about those bodged bifold doors?
0:20:37 > 0:20:40Have they been replaced properly by our good guys?
0:20:40 > 0:20:42Well, what do you think?
0:20:42 > 0:20:46Straight away, all of these edges, the beading's been put up,
0:20:46 > 0:20:49nice plaster, again, very good.
0:20:49 > 0:20:50So, let's have a look.
0:20:50 > 0:20:53Let's have a feel of the door, first of all.
0:20:53 > 0:20:57OK, straight away, the one thing I remember from last time,
0:20:57 > 0:20:59is when you opened this door,
0:20:59 > 0:21:02it never opened and closed as smoothly as that.
0:21:03 > 0:21:10I tell you what, that step was really springy, and now it's not.
0:21:10 > 0:21:12OK, so you can see the alteration work's been done
0:21:12 > 0:21:15and obviously now, we've got a steel in there, too,
0:21:15 > 0:21:21so that's good, we've got the weep holes, fantastic, looking great.
0:21:21 > 0:21:23Certainly got no gaps.
0:21:23 > 0:21:26I'm delighted with those doors.
0:21:26 > 0:21:29Now, let's see what they've done about the wonky window.
0:21:29 > 0:21:32That was on askew last time and it's far straighter.
0:21:32 > 0:21:36All been finished off. And we've now got the lintel, too.
0:21:36 > 0:21:39There was one other thing, and that was the soil stack.
0:21:39 > 0:21:44Round this corner. Because we had loads of problems with the fitting.
0:21:44 > 0:21:47Yeah, I mean, so much better, now.
0:21:47 > 0:21:49This has obviously been dug out and filled in.
0:21:51 > 0:21:53All the connections now, are all perfect.
0:21:55 > 0:21:57Yeah, that looks so much better.
0:21:57 > 0:22:02So far, so good. But what about the en suite indoors?
0:22:04 > 0:22:05THIS is now a sweet en suite.
0:22:05 > 0:22:09Something's changed, though, they've actually got a wall in here,
0:22:09 > 0:22:12because remember, this was a whole glass cubicle.
0:22:12 > 0:22:15I like the idea of that, and I certainly like the fact
0:22:15 > 0:22:21that the selection of the mosaic looks fantastic.
0:22:21 > 0:22:24that looks beautiful. New tray.
0:22:24 > 0:22:26Flooring looks great.
0:22:26 > 0:22:28I'm loving the clean lines in here.
0:22:28 > 0:22:32I mean, it's like a bit of a showroom en suite, if you like.
0:22:32 > 0:22:34Downlighters, fantastic.
0:22:34 > 0:22:38Even to the splashback, there, following on from the mosaic,
0:22:38 > 0:22:43looks really cool, and THIS is a Hollywood mirror - look at this.
0:22:43 > 0:22:45Oh yeah! Bee-autiful!
0:22:47 > 0:22:52Bee-autiful indeed! I'm referring to the bathroom, of course!
0:22:52 > 0:22:55Now, before I do a grand tour with Kerry and Rob,
0:22:55 > 0:22:59I'd like a pow-wow with them about their cowboy builder.
0:22:59 > 0:23:01We've found out his side of the story,
0:23:01 > 0:23:06and I can't wait to hear their responses to his version of events.
0:23:06 > 0:23:08First of all, your builder says that bottom line is,
0:23:08 > 0:23:11you didn't allow him to finish the job
0:23:11 > 0:23:14and he was prepared to go back and rectify the problem.
0:23:14 > 0:23:17We were meant to finish before Christmas
0:23:17 > 0:23:19and we were well into January.
0:23:19 > 0:23:22So, there's sufficient time there,
0:23:22 > 0:23:25knowing full well what the timescales were.
0:23:25 > 0:23:30We highlighted some points, we called him in, said, this is the situation
0:23:30 > 0:23:36we're in, do you want to have a look at the work that we're talking about?
0:23:36 > 0:23:39And he turned round and said no.
0:23:39 > 0:23:42OK, he said he wanted to get building control involved,
0:23:42 > 0:23:46but you, Rob, refused to let him.
0:23:46 > 0:23:48No.
0:23:48 > 0:23:54Why would I not have building control involved when I know the consequences
0:23:54 > 0:23:58of not getting sign-off, that I'm not going to be able to sell the house?
0:23:59 > 0:24:02He says that the reason the work took so long
0:24:02 > 0:24:06was that you guys kept changing your mind.
0:24:06 > 0:24:08We may have, usually because something opened up
0:24:08 > 0:24:10or there was a chance to do something
0:24:10 > 0:24:12and we took that chance there and then.
0:24:12 > 0:24:13There might have been a few changes of mind
0:24:13 > 0:24:16because sometimes there was no schedule of works.
0:24:16 > 0:24:19It says here that he also says you never told him
0:24:19 > 0:24:22you were unhappy with any of the work until it had been finished,
0:24:22 > 0:24:25and he reckons that you just didn't want to pay for it.
0:24:27 > 0:24:29BOTH: We paid for it!
0:24:29 > 0:24:31So that's that, we paid for it!
0:24:31 > 0:24:33How can he say it's not? We paid for it!
0:24:34 > 0:24:37Well, it's pretty hard to argue with that.
0:24:37 > 0:24:41Anyway, it's time for the bit I've been waiting for, the grand tour.
0:24:43 > 0:24:45Rob and Kerry have seen the work going on,
0:24:45 > 0:24:48but I'm about to reveal the full results in all their glory.
0:24:50 > 0:24:53First up, those transformed doors.
0:24:55 > 0:24:59Originally, these bifold doors only had four screws holding them in.
0:24:59 > 0:25:02Now, can you imagine that, on something as heavy as that,
0:25:02 > 0:25:06and what the builders have done, is obviously taken it out,
0:25:06 > 0:25:08they put in a new steel, but the problem was,
0:25:08 > 0:25:11when they took the doors out, they noticed there was
0:25:11 > 0:25:15an internal lintel and it was bowing about three quarters of an inch.
0:25:15 > 0:25:18Now, the problem with that, of course,
0:25:18 > 0:25:22is all of the masonry above that, there's a fair tonnage in that,
0:25:22 > 0:25:25and if that had collapsed, that's danger to life and limb.
0:25:25 > 0:25:27So, it's all been re-seated.
0:25:27 > 0:25:30You've also got the damp course in underneath,
0:25:30 > 0:25:32because you didn't have a damp course.
0:25:32 > 0:25:35All fully sealed in, as well. And they've done a great job,
0:25:35 > 0:25:38putting the new lintel in there, too.
0:25:38 > 0:25:41And of course, you've got the weep holes as well,
0:25:41 > 0:25:46so everything now has changed in terms of its security and safety.
0:25:46 > 0:25:48Certainly looks more secure.
0:25:48 > 0:25:51It just looks so much better as well, doesn't it?
0:25:51 > 0:25:54It's not only the potentially life-saving lintel.
0:25:54 > 0:25:57Kerry and Rob are also delighted with their new windows.
0:25:58 > 0:26:01We see a huge change. I mean, they're straight.
0:26:01 > 0:26:05- There are no gaping gaps. They look beautiful.- They are in line.
0:26:05 > 0:26:11That's a big difference. There was a big gap. It's just so much better.
0:26:11 > 0:26:14And it's the finish, as well, isn't it? They are finished off.
0:26:14 > 0:26:16They look like new windows.
0:26:16 > 0:26:19They looked like they were supposed to in the first place. Like that.
0:26:19 > 0:26:22Now, the other thing as well, we had problems with the soil pipe.
0:26:22 > 0:26:25So, that's all been put together.
0:26:25 > 0:26:30And put together to the satisfaction of building control. Nice one!
0:26:30 > 0:26:32Next, we're back indoors.
0:26:32 > 0:26:35I can't wait to show them a bit of bathroom bling.
0:26:35 > 0:26:38Come and check this out.
0:26:38 > 0:26:40Wow!
0:26:40 > 0:26:41What a difference!
0:26:41 > 0:26:46Now, the first thing you notice, I think, there's a wall there, now.
0:26:46 > 0:26:50- Yes, that's changed.- So, it looks totally different.
0:26:50 > 0:26:52It really does. It looks amazing.
0:26:52 > 0:26:54It's a different en suite.
0:26:55 > 0:26:59You've got the lighting in, now, the downlighting, which is fantastic.
0:26:59 > 0:27:02You've got a new shower tray in there.
0:27:02 > 0:27:04The tiles, I think, are magnificent.
0:27:04 > 0:27:06- Different floor. - Different floor, as well,
0:27:06 > 0:27:09so the whole thing looks superb, now, doesn't it?
0:27:09 > 0:27:10It really is stunning.
0:27:10 > 0:27:12And of course, the electrics,
0:27:12 > 0:27:14all the electrics were looked at and done as well.
0:27:14 > 0:27:17And of course, the main thing for me, is that it's come up
0:27:17 > 0:27:19to building regulations. So that's all been signed off,
0:27:19 > 0:27:21so the important thing for me to do right now,
0:27:21 > 0:27:24in your showpiece en suite, and that is to give you this -
0:27:24 > 0:27:28this is the building control certificate that you needed.
0:27:28 > 0:27:29Those documents are so important to you
0:27:29 > 0:27:33if ever you want to sell the property in the future.
0:27:33 > 0:27:37- It now meets building control. How does that make you feel?- Fantastic.
0:27:37 > 0:27:39Relieved, yes.
0:27:39 > 0:27:43It's put a smile back on us. It has put a smile back on our faces.
0:27:43 > 0:27:45Without a shadow of a doubt.
0:27:45 > 0:27:47Really just, I'm gobsmacked.
0:27:47 > 0:27:49"Gobsmacked"!
0:27:49 > 0:27:52I couldn't put it better myself. What a result!
0:27:55 > 0:27:59Now, that's great. All the major problems have been rectified.
0:27:59 > 0:28:02And of course, the house is now legit
0:28:02 > 0:28:04in the eyes of building control.
0:28:04 > 0:28:06And what about that en suite? A real cracker.
0:28:06 > 0:28:10Kerry and Rob can really enjoy their dream, now, with peace of mind,
0:28:10 > 0:28:13and it's another one up for the good guys in our posse.
0:28:13 > 0:28:15And as for those cowboy builders out there,
0:28:15 > 0:28:19I've got one thing to say - look out, because we're on your trail.
0:28:37 > 0:28:39Subtitles by Red Bee Media Ltd