0:00:08 > 0:00:10It never ceases to amaze me
0:00:10 > 0:00:15just how many cowboy builders remain at large in Great Britain today.
0:00:15 > 0:00:21I was coming home and being asked for more money for this, that and the other.
0:00:21 > 0:00:24Some of these guys are bodgers who don't know what they're doing
0:00:24 > 0:00:27and some of them are crooks, but the one thing they have in common
0:00:27 > 0:00:31is the trail of devastation they leave behind.
0:00:31 > 0:00:34I tell you what, that is bad news.
0:00:36 > 0:00:41But I've got the good guys in my posse to help turn these building calamities into ideal homes.
0:00:41 > 0:00:45I felt worn out, exhausted and defeated.
0:00:45 > 0:00:48Even the best of us forget common sense
0:00:48 > 0:00:50when we are having the builders in.
0:00:50 > 0:00:55So watch carefully because the next 30 minutes could well keep you out of the Cowboy Trap.
0:01:05 > 0:01:09Today's Cowboy Trap is in the market town of Oswestry in Shropshire.
0:01:09 > 0:01:13Since the Middle Ages, Oswestry has been a magnet for trade between
0:01:13 > 0:01:17England and Wales and the locals are now in the process of restoring
0:01:17 > 0:01:22its beautiful canal and historic railway to their former glory.
0:01:22 > 0:01:25With all this renovation going on, it's just as well there's something
0:01:25 > 0:01:28this lively little town is not short of.
0:01:28 > 0:01:31Oswestry is famous for its pubs.
0:01:31 > 0:01:33There are loads of them everywhere you look.
0:01:33 > 0:01:37There's a pub, which is handy because I might need to pop into one
0:01:37 > 0:01:40because the cowboy builder tale you are about to hear today
0:01:40 > 0:01:42is enough to drive you to drink.
0:01:43 > 0:01:47His unlucky victim lives in this two-bedroom cottage.
0:01:47 > 0:01:50It's home to Jacqui Vaughan, a 54-year-old divorcee
0:01:50 > 0:01:55who was once a fully qualified nurse but now works as a legal secretary.
0:01:55 > 0:02:00Her favourite hobby is gardening with her 10-year-old grandson, Ryan.
0:02:00 > 0:02:04I love having my own space to just go and potter about,
0:02:04 > 0:02:06sit in the garden with a book and it's important for him
0:02:06 > 0:02:10to go down there as well and help me in the garden and help grow veg.
0:02:10 > 0:02:13I think it's an important thing for a child to learn to do.
0:02:15 > 0:02:18Six years ago, Jacqui decided to move house.
0:02:18 > 0:02:22It was time to downsize because her two daughters had left home
0:02:22 > 0:02:25and she wanted to find somewhere with a nice garden
0:02:25 > 0:02:27for her grandkids to play in.
0:02:27 > 0:02:31Jacqui found and bought a two-bedroom cottage in a lovely area.
0:02:31 > 0:02:34She knew it needed a bit of work but she didn't mind.
0:02:34 > 0:02:38What mattered was its location on a quiet country lane
0:02:38 > 0:02:42surrounded by fields and with this little canal just down the road.
0:02:42 > 0:02:47But just like the local canal, the cottage needed restoration work
0:02:47 > 0:02:51and Jacqui resolved to do it before she retired.
0:02:51 > 0:02:54The first job on the list was replacing the leaking rear porch.
0:02:55 > 0:03:01The lean-to that was there originally had a flat roof, which used to...
0:03:01 > 0:03:06Where the flat roof met the main structure of the wall of the house,
0:03:06 > 0:03:08the water used to pour through.
0:03:08 > 0:03:13Jacqui realised she needed to track someone down to do the job
0:03:13 > 0:03:17but being new to the area, she didn't really know where to start.
0:03:17 > 0:03:20There are many ways to find a builder.
0:03:20 > 0:03:24By personal recommendation, Yellow Pages, the internet.
0:03:24 > 0:03:27But let's face it, they have all got their pitfalls.
0:03:27 > 0:03:31But Jacqui found her builder in a most unusual way.
0:03:31 > 0:03:33She met him at a bus stop.
0:03:34 > 0:03:37We got chatting.
0:03:37 > 0:03:41I found out he'd been in school with my two daughters.
0:03:41 > 0:03:45He told me he was a builder. He gave me a card.
0:03:45 > 0:03:51From that day on, Jacqui was bombarded with calls from this guy.
0:03:51 > 0:03:54Boy, was he desperate to build that porch.
0:03:54 > 0:03:58Worn down by the constant hassling, Jacqui finally caved in
0:03:58 > 0:04:01and fixed it for the builder to come and give her a quote.
0:04:01 > 0:04:05But you know what, I wish she hadn't. She should have run a mile.
0:04:06 > 0:04:11Take my advice. Always beware of potential builders touting for work.
0:04:11 > 0:04:15Just think, why are they so desperate for your custom?
0:04:16 > 0:04:19A good builder is a busy builder and work goes to them
0:04:19 > 0:04:22rather than vice versa.
0:04:22 > 0:04:25If your guy has time on his hands, it's a warning sign
0:04:25 > 0:04:29he could well be a cowboy on the hunt for a fresh victim.
0:04:32 > 0:04:38When he came round to see Jacqui, the bus stop builder quoted £6,000.
0:04:38 > 0:04:41That was to take down the existing lean-to and build a new porch
0:04:41 > 0:04:44and utility area in its place.
0:04:44 > 0:04:47The quote included £4,000 for the labour
0:04:47 > 0:04:51and a further two grand for materials.
0:04:51 > 0:04:53Work began in April 2010.
0:04:53 > 0:04:56The builder said he would have the job done in six weeks
0:04:56 > 0:04:59and initially, everything seemed fine.
0:04:59 > 0:05:04He spent quite a lot of time digging the footings out
0:05:04 > 0:05:08but then the structure started to go up and I was really happy
0:05:08 > 0:05:13that I was having something that was going to be sound, safe and waterproof.
0:05:15 > 0:05:19But after a few weeks, things started to go awry.
0:05:20 > 0:05:24Jacqui began to realise that the work was falling behind schedule
0:05:24 > 0:05:28and it wasn't surprising as the builder was never there.
0:05:28 > 0:05:31She'd often come home from work and find he hadn't been,
0:05:31 > 0:05:35or hear from the neighbours that when he did finally show up, late,
0:05:35 > 0:05:39he'd stay for just a couple of hours before disappearing off.
0:05:39 > 0:05:44Worse still, the money seemed to be spiralling out of control.
0:05:44 > 0:05:47After being told that I'd paid for everything,
0:05:47 > 0:05:50I was coming home to receipts on the table
0:05:50 > 0:05:57from something small like £4.50, to £180 for a new pipe,
0:05:57 > 0:06:00which I didn't know I needed.
0:06:00 > 0:06:06Another £200 for extra lead because he hadn't ordered enough.
0:06:06 > 0:06:09So I was thinking, this is getting a bit silly now.
0:06:09 > 0:06:11Jacqui started to panic.
0:06:11 > 0:06:14She thought she had already paid for the materials
0:06:14 > 0:06:17and these additional receipts were stretching her savings to the limit.
0:06:19 > 0:06:22I was starting to worry about how much money I had left.
0:06:24 > 0:06:26How I was going to get this finished.
0:06:26 > 0:06:30I kept asking him when it was going to be finished because that was my main priority.
0:06:30 > 0:06:35I just wanted it finished after initially being so excited about having a porch built
0:06:35 > 0:06:38and not getting what I wanted.
0:06:38 > 0:06:43It just wasn't getting done.
0:06:43 > 0:06:46The quality of what little was being done was, how can I put it?
0:06:46 > 0:06:49Rubbish!
0:06:49 > 0:06:54He got somebody in which he paid to do the roof, to slate the roof,
0:06:54 > 0:06:58once the main wooden frame structure had gone on.
0:06:58 > 0:07:00I wasn't happy with it.
0:07:00 > 0:07:05It seems to go up on one side and the slates are not flush. They don't seem flush.
0:07:06 > 0:07:10Three months after he started the six-week project,
0:07:10 > 0:07:12the builder dropped a bombshell.
0:07:12 > 0:07:15He gave me an ultimatum.
0:07:15 > 0:07:18There is £250 left that you owe me.
0:07:18 > 0:07:21You keep that, get somebody else to finish the job
0:07:21 > 0:07:23and we'll call it quits.
0:07:23 > 0:07:30So I said, there's more than £250 worth of work that needs doing left, I would have thought.
0:07:32 > 0:07:35So I said, no, I want you to come back and finish this.
0:07:35 > 0:07:38You started it. I want you to finish it.
0:07:40 > 0:07:42But the builder had different ideas.
0:07:42 > 0:07:46He left that night and never returned.
0:07:47 > 0:07:52By that point, Jacqui had forked out £7,000 for a six grand job.
0:07:54 > 0:07:57And the unfinished porch was still leaking.
0:07:57 > 0:08:01It's one of the main reasons I had the last structure pulled down.
0:08:03 > 0:08:09To be honest, I lost heart, I lost my fight, which isn't like me,
0:08:09 > 0:08:11and I just had enough.
0:08:12 > 0:08:15So, instead of a pretty porch,
0:08:15 > 0:08:18Jacqui has got a complete mess on her hands.
0:08:18 > 0:08:21Worse still, her pride and joy, that garden,
0:08:21 > 0:08:25which if you remember was the reason she bought the house in the first place,
0:08:25 > 0:08:28well, that's a total blot on the landscape
0:08:28 > 0:08:31that she can't even bear to look at.
0:08:32 > 0:08:37Not surprisingly, Jacqui's devastated by the way things have turned out.
0:08:37 > 0:08:41He's taken my money and he's just taken advantage.
0:08:41 > 0:08:43It's quite heartbreaking, really.
0:08:43 > 0:08:46You know, this sort of thing really does my head in.
0:08:46 > 0:08:49What should have been a simple bish, bash, bosh job
0:08:49 > 0:08:52turns out to be a millstone around the neck.
0:08:52 > 0:08:55I only wish Jacqui had got references for this guy.
0:08:55 > 0:08:59It would have saved a whole lot of money and heartache.
0:08:59 > 0:09:02But remember, there are plenty of good builders out there
0:09:02 > 0:09:05and I've got just the team waiting in the wings.
0:09:05 > 0:09:08So let's find out if we can help Jacqui out of the Cowboy Trap.
0:09:15 > 0:09:18- You must be Jacqui.- Good morning. - I'm Clive from Cowboy Trap.
0:09:18 > 0:09:21- How are you?- Rather wet, I have to say. It's a horrible day.
0:09:21 > 0:09:23- I hear you've had problems with cowboy builders.- Yes, I have.
0:09:23 > 0:09:27- Would you like to come in? - Please, if you would, so I can have a look around.
0:09:27 > 0:09:29It's nice and warm in here.
0:09:31 > 0:09:35While Jacqui puts the kettle on, I'm going to inspect the damage.
0:09:36 > 0:09:38So this is it.
0:09:38 > 0:09:42It's compact and bijou for a start but as ever, you just look around it
0:09:42 > 0:09:46and you know there's a cowboy footprint around here straightaway.
0:09:46 > 0:09:49I mean, just across the header of the old window there
0:09:49 > 0:09:52the plaster finish is awful.
0:09:52 > 0:09:54Do I not like this.
0:09:54 > 0:09:59Brown parcel tape over those trickle vents. Not a good sign.
0:09:59 > 0:10:02There is no fly mesh or anything in there
0:10:02 > 0:10:07to stop the creepy crawlies coming in, so they need replacing.
0:10:08 > 0:10:10And that's not the only thing.
0:10:11 > 0:10:14Oh! Wow! That's not clever.
0:10:15 > 0:10:19That is definitely not clever. Look at the state of that.
0:10:19 > 0:10:21The window board, it's a way off.
0:10:21 > 0:10:24It's actually all cracked as well and come away.
0:10:24 > 0:10:28I'll put that pot on there but that's not going to last long.
0:10:29 > 0:10:32Somebody's already made an inspection hole into there.
0:10:32 > 0:10:35Looking at the insulation, it doesn't look like it's thick enough,
0:10:35 > 0:10:39so there's a possibility this whole lot is going to have to come down.
0:10:40 > 0:10:45Oh, dear! There are clear signs of moisture ingress and as we all know,
0:10:45 > 0:10:48water and electricity don't mix.
0:10:48 > 0:10:52The socket and the pattress it's sitting on, first of all,
0:10:52 > 0:10:55the pattress is broken, it's not attached to the wall
0:10:55 > 0:10:58and the socket is just hanging from the 2.5 twin and earth.
0:10:58 > 0:11:01The socket isn't even secured to the pattress.
0:11:01 > 0:11:04But it's old, that is. That would have been from the original building.
0:11:04 > 0:11:06It's just been left hanging.
0:11:06 > 0:11:11This boxing, I'm guessing that there is a soil pipe in there.
0:11:11 > 0:11:14It's way oversized. That's taking up way too much room.
0:11:14 > 0:11:18And as for the floor, obviously the slab's gone down
0:11:18 > 0:11:22but it needs screeding, it needs self levelling.
0:11:22 > 0:11:24It's up and down and all over the place.
0:11:24 > 0:11:28It's higgledy-piggledy, like the actual area itself.
0:11:29 > 0:11:33I've seen more stable porches on a tent!
0:11:33 > 0:11:37Let's see what it looks like from the outside.
0:11:37 > 0:11:39Well, first of all, check this out.
0:11:39 > 0:11:41Surely that can't be...
0:11:41 > 0:11:47All right, so we've got the downspout here coming off the extension itself
0:11:47 > 0:11:52and it seems to me, looking at these pieces of board,
0:11:52 > 0:11:54I reckon that must be...
0:11:54 > 0:11:56Yeah, it does.
0:11:56 > 0:11:59So what he's done is, yeah, I can see that.
0:11:59 > 0:12:03What he's done there is he's hidden the downspout
0:12:03 > 0:12:08and yet literally a foot away is the actual drain itself.
0:12:08 > 0:12:10So you've got like a little gully.
0:12:10 > 0:12:13He could have fed that directly into the gully under the decking and he hasn't.
0:12:13 > 0:12:15He's missed it completely.
0:12:15 > 0:12:21So the rain, all the water running from the surface off the top and off the main roof as well,
0:12:21 > 0:12:24is actually just going down to where the footings are.
0:12:24 > 0:12:28That's going to undermine under there, without a shadow of a doubt.
0:12:28 > 0:12:30There will be gallons of water going down there
0:12:30 > 0:12:34and today, it's done nothing but non-stop rain.
0:12:34 > 0:12:37Rain in Britain? Who would have thought it?!
0:12:37 > 0:12:39Clearly, this cowboy builder didn't.
0:12:39 > 0:12:41And check this out.
0:12:41 > 0:12:45I mean, look at this. The render on the outside is barely thick enough.
0:12:45 > 0:12:47There is no base coat.
0:12:47 > 0:12:51I tell you something, because that is dusting up so much,
0:12:51 > 0:12:54I'm going to guess, and again because of the colourway here,
0:12:54 > 0:12:56he's probably used red sand.
0:12:56 > 0:12:59The problem with that is, it's loaded with zinc
0:12:59 > 0:13:01and when you're actually mixing that,
0:13:01 > 0:13:03it's no good when you're doing the render
0:13:03 > 0:13:07because it starts to break down the cement base and it will dust-up in no time.
0:13:07 > 0:13:09That will just be pulling away.
0:13:10 > 0:13:14And to be honest, it's generally quite poor.
0:13:14 > 0:13:16It's generally quite poor.
0:13:16 > 0:13:18Hang on a minute. Look at this as well.
0:13:18 > 0:13:20Let me just shift that broom.
0:13:20 > 0:13:25Now, this wall here that is on the boundary to the next neighbours,
0:13:25 > 0:13:29that actually should have been anchored to the extension.
0:13:30 > 0:13:32Look at that. Oh my goodness!
0:13:32 > 0:13:36I can actually feel that rocking the decking.
0:13:37 > 0:13:40I am not liking that. That is going to have to come down.
0:13:41 > 0:13:44A wobbly wall with Jacqui's grandkids around?
0:13:44 > 0:13:49That is an accident just waiting to happen. Not acceptable.
0:13:49 > 0:13:51And nor is this fascia.
0:13:51 > 0:13:55It's just completely untreated, that is.
0:13:55 > 0:13:57The water is penetrating it.
0:13:57 > 0:14:00The head across the window and the door frame,
0:14:00 > 0:14:05I've said already that the quality of the windows and doors is fine but look at it.
0:14:05 > 0:14:08It's completely out of line. You've got different levels.
0:14:08 > 0:14:12So that's either the actual unit frames are out of line
0:14:12 > 0:14:15or the soffit's out of line or both.
0:14:15 > 0:14:16Dear me, it's poor.
0:14:18 > 0:14:21That's poorer than Oliver Twist after Fagin's fleeced him!
0:14:23 > 0:14:24Dear me!
0:14:24 > 0:14:27And that roof is risible.
0:14:28 > 0:14:30Look at the way it's laid for a start.
0:14:30 > 0:14:32As you'll see there,
0:14:32 > 0:14:35you've actually got a deflection going on so that side is sinking in.
0:14:35 > 0:14:39But over that side, they are all standing up and proud.
0:14:39 > 0:14:44So rain coming down, that without a shadow of a doubt, if the wind is driving as well,
0:14:44 > 0:14:47is definitely going to come into the void underneath.
0:14:47 > 0:14:51As you can see, the cheeks either side there, it's the flashing.
0:14:51 > 0:14:54The upstands of the flashing are poor.
0:14:54 > 0:14:56You've got great big gaps opening up.
0:14:56 > 0:15:00Again, water is definitely going to penetrate in there
0:15:00 > 0:15:03and I hate the way, up into the windowsill there,
0:15:03 > 0:15:05he's used flashband.
0:15:05 > 0:15:09Flashband is a temporary fix. It's no good. Absolutely useless.
0:15:09 > 0:15:11The whole thing, awful.
0:15:13 > 0:15:16The finish on this wall is dreadful.
0:15:16 > 0:15:19You can already see that water is penetrating.
0:15:19 > 0:15:24I mean, look at this timber, it's going black because it's so damp.
0:15:24 > 0:15:26It's just one thing after another.
0:15:26 > 0:15:29The soil stack there, you've actually got a bracket missing.
0:15:29 > 0:15:31It needs an extra bracket.
0:15:31 > 0:15:34And at the top, you're actually missing,
0:15:34 > 0:15:39it's almost like a bird's nest vent, that should be at the top of that.
0:15:39 > 0:15:41That's open so that needs changing.
0:15:41 > 0:15:44It needs a bird's nest vent in the top
0:15:44 > 0:15:48and it also needs an extra cowl bracket to secure it to the wall
0:15:48 > 0:15:52because in the wind, that's going to be waving and blowing around like my hair.
0:15:52 > 0:15:58OK, like my hair 20 years ago when I had fashionably flowing locks.
0:15:58 > 0:15:59Honest!
0:15:59 > 0:16:03One last thing to investigate. The garden.
0:16:03 > 0:16:07A good builder is somebody that will have good housekeeping.
0:16:07 > 0:16:11They wouldn't consider throwing this sort of thing into somebody's garden.
0:16:11 > 0:16:14They'd have a skip ready and waiting and it would all be dumped in.
0:16:14 > 0:16:16But as you can see here, there is mortar mixes
0:16:16 > 0:16:20and certainly render mixes that have just been dumped over here.
0:16:20 > 0:16:23We've got flagstones, we've got rocks, we've got brick ends.
0:16:23 > 0:16:26You know, really, it shouldn't be like that.
0:16:26 > 0:16:29It has certainly impinged on the garden and made it a right mess.
0:16:29 > 0:16:34On the path, remember, Jacqui and her grandson like to come into the garden.
0:16:34 > 0:16:38Well, again, you've got a right hazard here because those bricks will not be safe. Look.
0:16:38 > 0:16:42And can you imagine that Jacqui's grandson is pushing and pulling
0:16:42 > 0:16:45and probably wanting to climb on these things.
0:16:45 > 0:16:47If they come down and collapse on him,
0:16:47 > 0:16:50I tell you what, that is bad news.
0:16:52 > 0:16:56Bad news indeed. I've seen enough.
0:16:56 > 0:17:00Time for a heart-to-heart with Jacqui about her cowboy builder.
0:17:00 > 0:17:03It's tough to go through this sort of thing
0:17:03 > 0:17:06because you end up blaming yourself and you feel there's no way to turn.
0:17:06 > 0:17:09- That's right.- Have you been in a situation since then
0:17:09 > 0:17:14when the grandson has come round and looked at that garden and has he reacted?
0:17:14 > 0:17:17He just doesn't go down there. I don't go down there myself.
0:17:17 > 0:17:21- I won't go down there. It's too depressing.- Where are you now?
0:17:22 > 0:17:27Pretty low-down confidence wise. It does knock your confidence.
0:17:27 > 0:17:31It is depressing. It's got me down. And the money is a worry.
0:17:31 > 0:17:35It is a worry when you've spent all your money
0:17:35 > 0:17:39on something that hasn't worked out properly.
0:17:39 > 0:17:41There are good guys out there.
0:17:41 > 0:17:45We are going to bring in a top team of guys.
0:17:45 > 0:17:49- What would you like us to do for you?- Just to get it straight.
0:17:49 > 0:17:55Just to stop the roof leaking so I can keep the house tidy,
0:17:55 > 0:17:58get it how I want it and just get on with it again.
0:17:58 > 0:18:00That's all I want.
0:18:01 > 0:18:03And that's all I want too.
0:18:03 > 0:18:05Before our good guys get cracking,
0:18:05 > 0:18:08I've called in independent building surveyor, Euan Elliott,
0:18:08 > 0:18:10to make sure I haven't missed anything.
0:18:10 > 0:18:13Just run us through all the problems you've seen?
0:18:13 > 0:18:16The problem is the water getting in through the roof.
0:18:16 > 0:18:19- There are gaps in the sides of the cheeks...- Where the dormer is.
0:18:19 > 0:18:24That's it. The pitch of the roof is wrong. The render is poor.
0:18:24 > 0:18:28There are electric sockets hanging off inside. The windows aren't level.
0:18:28 > 0:18:30It's very, very poor.
0:18:30 > 0:18:34I don't think this guy really did have the skills, to be even attempting...
0:18:34 > 0:18:37Although this is a small job in real terms,
0:18:37 > 0:18:39he didn't have the skills from start to finish.
0:18:39 > 0:18:41Unfortunately not, it appears.
0:18:41 > 0:18:44I'm sure other people would have made a better fist of it.
0:18:44 > 0:18:47What sort of mark out of 10 would you give this character?
0:18:47 > 0:18:50I can't give it more than two. It's appalling. Very, very poor.
0:18:50 > 0:18:52It is bad.
0:18:52 > 0:18:55We'll give him two perhaps for the footings and that's about your lot.
0:18:55 > 0:18:58- That's the only bit we can't see! - Exactly!
0:18:59 > 0:19:01Yet, everything we can see is dreadful.
0:19:03 > 0:19:05I mean, look at the state of this.
0:19:07 > 0:19:10Well, I think you'll agree with me, this is a definite no-go area
0:19:10 > 0:19:13and so therefore, I'm going to cordon it off
0:19:13 > 0:19:16and say the only people allowed past this tape
0:19:16 > 0:19:18are myself and the good guys.
0:19:18 > 0:19:20And talking of which, they're just around the corner.
0:19:22 > 0:19:26Here's a sight for sore eyes. Our knight in shining armour.
0:19:26 > 0:19:32Stuart Cubby. I'm glad to say Mr Cubby is a man with a plan.
0:19:32 > 0:19:36- To start off with, we are going to take the roof off.- OK.
0:19:36 > 0:19:39The insulation inside the roof is not adequate
0:19:39 > 0:19:43so that needs replacing, or if not replacing, topping up.
0:19:43 > 0:19:48We are going to alter the section of the roof where it drops in between where the window is.
0:19:48 > 0:19:52We're going to take that away. We are going to put a new window in upstairs and lift it up.
0:19:52 > 0:19:55- Then we'll have a continuous roof all the way across.- Great idea.
0:19:55 > 0:19:59New slates, flashing. Also, the rendering...
0:20:00 > 0:20:02Where do I start?
0:20:02 > 0:20:06It's an eighth of an inch thick in places. There is no base coat.
0:20:06 > 0:20:08There's just nothing to it.
0:20:08 > 0:20:12So my guys are coming down, they'll take all the render off
0:20:12 > 0:20:15and re-render the whole of the extension.
0:20:15 > 0:20:19And Stuart's going to need to sort the inside too.
0:20:19 > 0:20:21So much needs doing, Jacqui's chipping in.
0:20:23 > 0:20:26Stuart's squad sets about the task in hand.
0:20:27 > 0:20:31It's hi-ho, hi-ho, on to the roof we go.
0:20:33 > 0:20:35Old slates off.
0:20:36 > 0:20:38Then, old window out.
0:20:41 > 0:20:45Yep, it's out with the old and soon it will be in with the new.
0:20:47 > 0:20:50Stuart's superstars have made a great start.
0:20:51 > 0:20:54But can they get Jacqui's dreams back on track?
0:20:54 > 0:20:56Only time will tell.
0:21:00 > 0:21:06I'm back in Shropshire, close to the border of Wales in the ancient town of Oswestry,
0:21:06 > 0:21:11where Jacqui Vaughan's plans for a nice new extension were ruined
0:21:11 > 0:21:13by a cowboy builder who, just for good measure,
0:21:13 > 0:21:16wrecked her beloved garden too.
0:21:16 > 0:21:19Not surprising really, when you consider that she hired him
0:21:19 > 0:21:21after meeting him at a bus stop.
0:21:23 > 0:21:25Our good guys have now finished their work
0:21:25 > 0:21:29and I'm here to find out if they've saved the day.
0:21:29 > 0:21:31Before I do the grand tour with Jacqui,
0:21:31 > 0:21:34I can't resist taking a sneaky peak.
0:21:35 > 0:21:38Remember, before, the porch looked like this.
0:21:39 > 0:21:41Now, check it out.
0:21:43 > 0:21:45OK, the first thing to strike me, remember here,
0:21:45 > 0:21:48we had that little dwarf wall that wasn't actually
0:21:48 > 0:21:52tied into the extension anyway and was rocking about.
0:21:52 > 0:21:54Now, we've got a nice fence.
0:21:54 > 0:21:58Downspout. Remember, before, you had all of that rain going down to nowhere.
0:21:58 > 0:22:01So it was not only flooding underneath this decking,
0:22:01 > 0:22:04it was flooding on to the next door neighbours as well.
0:22:04 > 0:22:08And if you remember, there was a little bottle gully, roughly about nine inches away.
0:22:08 > 0:22:11That's been redirected into there so I'm really happy.
0:22:11 > 0:22:14Of course, from the outside, I'm even loving the coach lights.
0:22:14 > 0:22:17But of course, the new fascia, guttering.
0:22:17 > 0:22:20I'm loving the tiled roof as well.
0:22:20 > 0:22:22And what about the garden?
0:22:22 > 0:22:25Before, it was an obstacle course with bricks everywhere
0:22:25 > 0:22:27and a mountain of rubbish.
0:22:27 > 0:22:29Not good with kids around.
0:22:29 > 0:22:32Now, as you see, you've got loads of space
0:22:32 > 0:22:35and they can plant out quite nicely this coming spring.
0:22:35 > 0:22:36It's a project.
0:22:36 > 0:22:39It's now a project for them without thinking,
0:22:39 > 0:22:41we've got to navigate that pile of bricks,
0:22:41 > 0:22:45we've got to navigate that set of slates, that bit of wood.
0:22:45 > 0:22:48It is all now nicely cleared, ready for them to start again.
0:22:49 > 0:22:52So far, so good. Time to check inside.
0:22:52 > 0:22:55Remember, before, it looked like this.
0:22:57 > 0:22:59Now, look at it.
0:22:59 > 0:23:03This is what I'm talking about. This is how to get the job done properly.
0:23:03 > 0:23:05A couple of little things to remember.
0:23:05 > 0:23:08Those vents weren't right and we've got the fly mesh in now.
0:23:08 > 0:23:12That has all been sorted now. I'll check on both of them. Yes.
0:23:12 > 0:23:16The sills are solid. Remember before, they were rocking. That has all been done.
0:23:16 > 0:23:18Plastered out, skirting, obviously the new roof
0:23:18 > 0:23:22because we had loads of problems with that with leaks and whatever else.
0:23:22 > 0:23:26This is now a lovely utility space for Jacqui.
0:23:26 > 0:23:30Yes siree, Bob! I'm liking what I'm seeing.
0:23:30 > 0:23:36Floor terrifically tiled and skirting boards beautifully boarded.
0:23:36 > 0:23:38Now I've put my mind at rest,
0:23:38 > 0:23:42it's time for a pow-wow with Jacqui about her cowboy builder.
0:23:42 > 0:23:44I wanted to find out his side of the story
0:23:44 > 0:23:48so I could hear her responses to his version of events.
0:23:48 > 0:23:52Now, your builder admits that the roof wasn't up to scratch.
0:23:52 > 0:23:55But he says he tried on numerous occasions to sort it out
0:23:55 > 0:23:58and you refused to let him back on the property.
0:23:58 > 0:24:03He came back because I phoned him to ask him to come back to sort it out.
0:24:04 > 0:24:07Actually, that's when he admitted he'd had a tiler,
0:24:07 > 0:24:09a bathroom tiler, to do the roof.
0:24:09 > 0:24:12I didn't refuse him on to my property.
0:24:12 > 0:24:14I asked him to finish the job properly.
0:24:14 > 0:24:16OK.
0:24:16 > 0:24:19He also says that he hadn't heard from you for so long,
0:24:19 > 0:24:21he assumed that things must be OK.
0:24:21 > 0:24:24He would have been happy to come back at any time
0:24:24 > 0:24:27if you'd have let him know that you still had problems.
0:24:27 > 0:24:31I let him know that I had problems the day he walked off
0:24:31 > 0:24:34after the three month period he was here for.
0:24:34 > 0:24:36His language was quite a choice.
0:24:36 > 0:24:41He said, I'm not coming back here unless you give me more money.
0:24:41 > 0:24:45Finally, he says as for the rubble that was left in the garden,
0:24:45 > 0:24:47and there was rather a lot of it.
0:24:47 > 0:24:49He says it is only still there
0:24:49 > 0:24:51because you refused to pay for a skip.
0:24:51 > 0:24:54When I'd gone over budget with him, he refused to come back
0:24:54 > 0:24:58unless I gave him more money again for a skip.
0:24:58 > 0:25:01And originally, that skip would have been in the original quote?
0:25:01 > 0:25:06I would have thought so. If a builder's coming to do a job for you, you get a skip straight away.
0:25:07 > 0:25:09Yes, you would have thought so, wouldn't you?
0:25:09 > 0:25:14Anyway, whatever the whys and wherefores, one thing is for sure,
0:25:14 > 0:25:19we've gone from a poor porch to a porch to be proud of.
0:25:19 > 0:25:22Jacqui has lived with the work as it's been going on
0:25:22 > 0:25:26but now I'm about to reveal the finished results in all their glory.
0:25:26 > 0:25:32- Come on.- Oh, wow! This is amazing. It's just so amazing.
0:25:32 > 0:25:35How different is it?
0:25:35 > 0:25:37It is totally, totally, totally different.
0:25:37 > 0:25:40It's clean, it's tidy, it's light.
0:25:40 > 0:25:42It's chalk and cheese. That's what it is.
0:25:42 > 0:25:45It's absolutely chalk and cheese. Absolutely stunning.
0:25:45 > 0:25:47- New window in.- New window in. - Tiles down.
0:25:47 > 0:25:50I know, it's incredible. Windowsills painted.
0:25:50 > 0:25:54Windowsills painted and fixed because last time they were rocking and rolling.
0:25:54 > 0:25:57The whole thing painted and plastered.
0:25:57 > 0:26:01- It just looks so different. - Fantastic. It's light, it's clean.
0:26:04 > 0:26:09A happy Jacqui so far, but what about the view from outside?
0:26:09 > 0:26:11OK, now you can open your eyes.
0:26:12 > 0:26:17- Can I swear?!- No, you can't! You're not allowed to!- That is incredible.
0:26:17 > 0:26:20- It just looks so amazing. - How different is that?
0:26:20 > 0:26:24Oh, my goodness, I can't explain. It's just so different. It's fantastic.
0:26:24 > 0:26:27It makes a massive difference, doesn't it,
0:26:27 > 0:26:29because you've got the new window now up top.
0:26:30 > 0:26:33I like the idea of what they've done with the slates
0:26:33 > 0:26:36to match your ones on top.
0:26:36 > 0:26:39And then the whole thing just looks like...
0:26:39 > 0:26:43- I am loving the coach lights as well.- The lights look fantastic. They set it off.
0:26:43 > 0:26:47But the fact the roof goes straight across now instead of having that dip in it, it looks...
0:26:47 > 0:26:49It's just amazing.
0:26:49 > 0:26:52- It's a proper roof now.- Thank you so much.- Are you chuffed with it?
0:26:52 > 0:26:55I'm over the moon with it. It's incredible.
0:26:56 > 0:27:00And the final icing on the cake, Jacqui's new look garden.
0:27:01 > 0:27:04Thank you so much. I can't explain, honestly.
0:27:04 > 0:27:06I'll be able to come down here.
0:27:06 > 0:27:10- I haven't been down here for two years now.- Two years!- Yes.
0:27:10 > 0:27:12I tell you what, just seeing you smile
0:27:12 > 0:27:14and seeing you happy is the most important thing.
0:27:14 > 0:27:18But before I go, I've got something I just want to give you,
0:27:18 > 0:27:21if you just stay there, and that's this.
0:27:21 > 0:27:23How are you for green fingers?
0:27:25 > 0:27:27Excellent!
0:27:27 > 0:27:30You've got yourself a spade now to start digging
0:27:30 > 0:27:33so I'm going to leave you to do a bit of digging. I'm so happy...
0:27:33 > 0:27:38Are you sure you don't want to stay and help me? Or you're a busy man?
0:27:38 > 0:27:42Yes, I'm a busy man. And look, I haven't got green fingers, have I, at all?
0:27:43 > 0:27:46Yep, when it comes to spade work,
0:27:46 > 0:27:50I'm more at home digging people like Jacqui out of the Cowboy Trap.
0:27:50 > 0:27:51Yee-ha!
0:27:54 > 0:27:56I love making people's dreams come true,
0:27:56 > 0:28:01particularly when their original dreams have become nightmares like Jacqui's was.
0:28:01 > 0:28:04And I so love the finish on that new extension.
0:28:04 > 0:28:07But above all else, she's now got her garden back
0:28:07 > 0:28:11and that'll be a wonderful future project for her and for Ryan, her grandson.
0:28:11 > 0:28:13He can finally play in it at long last.
0:28:13 > 0:28:16That is all due to the good guys.
0:28:16 > 0:28:20And remember, there are plenty out there if you only do your research.
0:28:20 > 0:28:23And as for those cowboy builders who are watching today,
0:28:23 > 0:28:26I'm declaring it high noon and we're coming to get you.
0:28:54 > 0:28:56Subtitles by Red Bee Media Ltd