0:00:08 > 0:00:12We're on a mission to run Britain's cowboy builders right out of town.
0:00:12 > 0:00:15These unscrupulous jacks of no trades
0:00:15 > 0:00:17who turn dreams to dust.
0:00:17 > 0:00:20I'm sleeping in a damp, wet room.
0:00:20 > 0:00:25Every month, I get a chest infection.
0:00:25 > 0:00:30Bodged building work not only ruins homes, it ruins lives too.
0:00:30 > 0:00:33Ohh! Look at the bottom there.
0:00:33 > 0:00:38That's actually ingressed right into the actual cabinet itself.
0:00:39 > 0:00:42I've rounded up the good guys to turn these shoddy specimens
0:00:42 > 0:00:44into ideal homes.
0:00:44 > 0:00:49Isn't it bad enough that she's in a wheelchair all the time
0:00:49 > 0:00:53and she's living in a pigsty?
0:00:53 > 0:00:56Take a tip from me - the next 30 minutes
0:00:56 > 0:00:58could keep you out of the Cowboy Trap.
0:01:07 > 0:01:12'Today, Cowboy Trap is in Barry in the Vale of Glamorgan,
0:01:12 > 0:01:14'less than seven miles from Cardiff.'
0:01:14 > 0:01:18'Barry is a seaside town with several stunning beaches.'
0:01:18 > 0:01:22'Its name derives from the Welsh for "hill", which is "barr".'
0:01:22 > 0:01:24'You learn something new every day.'
0:01:24 > 0:01:27'I thought it was named after Barry Manilow.'
0:01:27 > 0:01:29The town played a major role
0:01:29 > 0:01:32in the popular sitcom Gavin & Stacey
0:01:32 > 0:01:35and Nessa worked the slots here on Barry Island.
0:01:35 > 0:01:37But today's Cowboy Trap story
0:01:37 > 0:01:41is as far removed from the cheery world of Gavin & Stacey
0:01:41 > 0:01:43as it's possible to get.
0:01:43 > 0:01:47'This is a grim tale of a cowboy builder
0:01:47 > 0:01:51'whose unwitting victims have had to endure a six-year soggy saga
0:01:51 > 0:01:54'in this three-bedroom semi.'
0:01:54 > 0:01:56'It's home to 71-year-old Jan Newman
0:01:56 > 0:02:01'and 42-year-old daughter Sally, who suffers from multiple sclerosis.'
0:02:01 > 0:02:04'Up until eight years ago, Sally lived in her own flat
0:02:04 > 0:02:08'and was in fine health with the world at her feet.'
0:02:08 > 0:02:10Sally could cheer anybody up,
0:02:10 > 0:02:14she used to go to the gym three times a week,
0:02:14 > 0:02:17go walking, she had a good job,
0:02:17 > 0:02:19the people just loved her.
0:02:19 > 0:02:24'But one weekend in 1995, whilst on a course in Chester,
0:02:24 > 0:02:27'Sally's life changed for ever.'
0:02:27 > 0:02:30We were staying for three days...
0:02:31 > 0:02:34..and I had the most awful,
0:02:34 > 0:02:37really bad headache,
0:02:37 > 0:02:41which I'd never experienced in my life.
0:02:41 > 0:02:44'Sally started to shake uncontrollably
0:02:44 > 0:02:47'and her vision rapidly deteriorated.'
0:02:47 > 0:02:51'She went to the doctor's and, after a series of tests,
0:02:51 > 0:02:54'was diagnosed with a severe form of MS.'
0:02:54 > 0:02:58It's a very, very cruel... illness
0:02:58 > 0:03:01and we never, for one minute,
0:03:01 > 0:03:04expected, erm...
0:03:04 > 0:03:07the illness to take over her life
0:03:07 > 0:03:10as quickly as it has.
0:03:10 > 0:03:12'It soon became impossible
0:03:12 > 0:03:16'for Sally to live in her own second-floor flat,
0:03:16 > 0:03:18'so she moved into her mum's house.'
0:03:18 > 0:03:21'Sally's occupational therapist
0:03:21 > 0:03:24'suggested she apply for a disability grant
0:03:24 > 0:03:26'to continue living at home.'
0:03:26 > 0:03:29'Jan proposed building an extension
0:03:29 > 0:03:32'with a self-contained appartment for Sally.'
0:03:32 > 0:03:34'Their application was successful
0:03:34 > 0:03:40'and Sally sensed she was about to get some of her independence back.'
0:03:40 > 0:03:42Having my own front door
0:03:42 > 0:03:46was always,... always...
0:03:46 > 0:03:50something I thought I'd never get again.
0:03:50 > 0:03:55I couldn't contain myself, I was so happy,
0:03:55 > 0:03:59it was really, really good.
0:03:59 > 0:04:04'The council's rules required the job to be put out to tender
0:04:04 > 0:04:06'and four builders applied.'
0:04:06 > 0:04:11We did ask if we could employ our own builder,
0:04:11 > 0:04:14but they said "No, that is not possible."
0:04:14 > 0:04:19The way that it's done is through tenders.
0:04:21 > 0:04:24'Jan is adamant that she was never given the chance
0:04:24 > 0:04:26'to influence the choice of builder,
0:04:26 > 0:04:28'but take a tip from me -
0:04:28 > 0:04:31'Government guidelines on Disabled Facilities Grants
0:04:31 > 0:04:34'say you can pick your builder if you want,
0:04:34 > 0:04:37'though it may end up costing more.'
0:04:37 > 0:04:40'Just because a builder is on a council-approved list
0:04:40 > 0:04:44'doesn't necessarily mean they'll do a good job.'
0:04:44 > 0:04:46'Remember, as always,
0:04:46 > 0:04:50'get references and check your builder's credentials.'
0:04:51 > 0:04:54'In Jan and Sally's case,
0:04:54 > 0:04:57'the agent appointed to oversee the project
0:04:57 > 0:05:00'chose a builder who had quoted £43,446.'
0:05:00 > 0:05:02'That was to demolish the garage
0:05:02 > 0:05:06'and build an extension with a bedroom, sitting room and wet room.'
0:05:06 > 0:05:10'It also included fitting a new kitchen with disabled access.'
0:05:10 > 0:05:15'The council grant covered £39,946 of the total.'
0:05:15 > 0:05:19'The rest came from Sally's savings.'
0:05:19 > 0:05:23I had... wonderful dreams for it.
0:05:24 > 0:05:27I wanted the best of everything.
0:05:29 > 0:05:32'Work began in October 2005.'
0:05:32 > 0:05:37'Jan soon started to worry about the builder's inconsiderate attitude.'
0:05:37 > 0:05:41'She needed to park close to her house to get Sally in and out,
0:05:41 > 0:05:44'but the builders didn't seem to care.'
0:05:44 > 0:05:47We couldn't pull our cars onto the drives
0:05:47 > 0:05:52because they... all their vans and cars would be across the drive.
0:05:52 > 0:05:56And then I had to move my car
0:05:56 > 0:05:58and put it down the road.
0:05:58 > 0:06:04Reversed back in and as I reversed back in, I crashed my car
0:06:04 > 0:06:07because they had a skip there and I didn't realise.
0:06:07 > 0:06:11'And if that sounds thoughtless and rude,
0:06:11 > 0:06:13'you ain't heard nothing yet.'
0:06:14 > 0:06:17One night, Sally and Jan became aware
0:06:17 > 0:06:20of a loud noise coming from the new extension,
0:06:20 > 0:06:23so they went to investigate and they were perplexed.
0:06:23 > 0:06:26And fair enough - why would anybody
0:06:26 > 0:06:30leave two huge fans on full blast from their mains
0:06:30 > 0:06:32without them knowing about it?
0:06:33 > 0:06:38'Can you imagine the impact two massive fan heaters, on all weekend,
0:06:38 > 0:06:40'would have on Jan's leccy bill?'
0:06:40 > 0:06:42'Ouch.'
0:06:42 > 0:06:45'The builder said the project was running behind
0:06:45 > 0:06:50'and the fan heaters were there to dry the wet floor screed.'
0:06:50 > 0:06:53'In the end, it appears he lost patience
0:06:53 > 0:06:56'and laid the lino on the wet floor.'
0:06:56 > 0:06:58Lino cannot breathe
0:06:58 > 0:07:04and I was thinking maybe it should have been left a bit longer,
0:07:04 > 0:07:07but that never crossed my mind
0:07:07 > 0:07:11that... there was water underneath.
0:07:12 > 0:07:15'The builder left in March 2006
0:07:15 > 0:07:18'and Jan and Sally were presented with a certificate
0:07:18 > 0:07:20'from the local Building Control
0:07:20 > 0:07:22'saying it had been done correctly.'
0:07:22 > 0:07:26'Sally was thrilled to move into her new home,
0:07:26 > 0:07:30'but it soon became apparent the apartment was riddled with damp.'
0:07:30 > 0:07:33'It was so bad, Sally's clothes started to rot
0:07:33 > 0:07:36'and she had to throw out her mildewed shoes.'
0:07:36 > 0:07:40'Not surprisingly, her health deteriorated dramatically.'
0:07:40 > 0:07:44All along the skirting boards,
0:07:44 > 0:07:46there was black.
0:07:46 > 0:07:49The radiator pipes were going green,
0:07:49 > 0:07:54then the wardrobes, the mould in the wardrobes,
0:07:54 > 0:07:56started appearing.
0:07:56 > 0:07:58It was wet.
0:07:58 > 0:08:02Went into a wardrobe six months down the line,
0:08:02 > 0:08:06her shoes were all mouldy, green.
0:08:06 > 0:08:09I'm sleeping in a damp, wet room.
0:08:09 > 0:08:12Every month,
0:08:12 > 0:08:15I get a chest infection.
0:08:15 > 0:08:17(TEARFULLY) She's been so brave,
0:08:17 > 0:08:21but it's really got to her now.
0:08:23 > 0:08:26'It's now six years since the extension was built.'
0:08:26 > 0:08:30'It's cold, damp and costing a fortune to heat.'
0:08:30 > 0:08:34'Not surprisingly, Sally's health is suffering as a result.'
0:08:34 > 0:08:37'Jan complained to the builder and he blamed the architect,
0:08:37 > 0:08:41'so she called the council, who came out to inspect.'
0:08:41 > 0:08:45They said, according to Jan, that it was just a condensation problem,
0:08:45 > 0:08:49but the council refutes that they ever said that.
0:08:49 > 0:08:52But, whoever's to blame in this case is irrelevant
0:08:52 > 0:08:55because the bottom line is this -
0:08:55 > 0:08:58Sally saw that extension as a lifeline
0:08:58 > 0:09:00and now she's going downhill.
0:09:00 > 0:09:02How dreadful.
0:09:02 > 0:09:06I'm very upset - all this has been done
0:09:06 > 0:09:11and things have been taken... away from me.
0:09:11 > 0:09:16Isn't it bad enough that she's in a wheelchair full time?
0:09:16 > 0:09:21And now she's suffering with chest infections
0:09:21 > 0:09:25and she's living in a pigsty!
0:09:25 > 0:09:28Just when I think I've seen it all on Cowboy Trap,
0:09:28 > 0:09:30something like this comes along.
0:09:30 > 0:09:34It's one of the most distressing stories we've had to deal with.
0:09:34 > 0:09:37'But I'm determined to help Jan and Sally
0:09:37 > 0:09:39'in any way I can.'
0:09:39 > 0:09:42'Yep, the good guys are in town.'
0:09:48 > 0:09:51- Ah, outwards. You must be Jan. - How are you?
0:09:51 > 0:09:54- I'm well.- Nice to meet you.
0:09:54 > 0:09:58Lovely to meet you too. I tell you what, though,
0:09:58 > 0:10:01this door is actually catching on this pathway.
0:10:01 > 0:10:04There's a problem straight away.
0:10:04 > 0:10:06'While Jan puts the kettle on,
0:10:06 > 0:10:10'I'm going to see if I can find any other problems.'
0:10:10 > 0:10:12As you go around these buildings,
0:10:12 > 0:10:17you always recognise certain things and features and this is one.
0:10:17 > 0:10:19This is the damp course there.
0:10:19 > 0:10:22Normally, the damp course is about 150 mil,
0:10:22 > 0:10:24that's two courses of brick.
0:10:24 > 0:10:26There it's three courses.
0:10:26 > 0:10:29The eco drain's in position,
0:10:29 > 0:10:32but around the corner, it goes to four courses.
0:10:32 > 0:10:34Now, the higher that is,
0:10:34 > 0:10:38that means that any damp ingress on those four courses
0:10:38 > 0:10:41could easily get into the property.
0:10:41 > 0:10:44'And that's putting it mildly.'
0:10:44 > 0:10:47'I'm also unhappy about the fibreglass roof -
0:10:47 > 0:10:49'it has no venting at all.'
0:10:49 > 0:10:52'Without venting, you're trapping water vapour in
0:10:52 > 0:10:56'and what does that lead to? You've got it - horrible humidity
0:10:56 > 0:10:58'and dreadful damp.'
0:10:58 > 0:11:02'Everywhere I look, there are signs of sloppiness.'
0:11:02 > 0:11:04I don't like that fascia.
0:11:04 > 0:11:07Look...
0:11:07 > 0:11:10I don't like that at all. That is rubbish -
0:11:10 > 0:11:14the way it's been cut, the way it's been trimmed - it's not clever.
0:11:14 > 0:11:16This is efflorescence.
0:11:16 > 0:11:21You've got the damp spores here that have got into the mortar.
0:11:21 > 0:11:23You've got all this efflorescence around it,
0:11:23 > 0:11:25down there in particular.
0:11:25 > 0:11:28And believe it or not,
0:11:28 > 0:11:32that is right below the damp-course line that's come around the back,
0:11:32 > 0:11:36so there's definitely a moisture-build-up problem.
0:11:37 > 0:11:40'Time to go inside.'
0:11:40 > 0:11:43'I'm worried I might need a snorkel and a pair of flippers.'
0:11:43 > 0:11:47'And it doesn't take long for my heart to sink.'
0:11:47 > 0:11:49That timber there is soaking.
0:11:49 > 0:11:53Now, you can see that with your very own eyes and so can I,
0:11:53 > 0:11:55but I have a fancy little tool.
0:11:55 > 0:11:58These are easy to get hold of at the DIY sheds.
0:11:58 > 0:12:03You can also get them with varying degrees of read-out
0:12:03 > 0:12:06of how much moisture actually is in the brickwork
0:12:06 > 0:12:08or timber or whatever.
0:12:08 > 0:12:12But this also gives you a variation of probe in terms of noise,
0:12:12 > 0:12:14so what I'll show you is -
0:12:14 > 0:12:18back of your hand, there shouldn't be any moisture, maybe a bit...
0:12:18 > 0:12:20- DEVICE BUZZES - Yeah, there's a bit in there.
0:12:20 > 0:12:23The most moisture's on your palm.
0:12:23 > 0:12:25- DEVICE WHINES - So there's your higher pitch.
0:12:25 > 0:12:28- Lower pitch. - BUZZES
0:12:28 > 0:12:31- Then... - WHINES
0:12:31 > 0:12:33OK, no messing now.
0:12:33 > 0:12:35So we get down to the timber.
0:12:35 > 0:12:37- If I press on that... - HIGH-PITCHED WHINE
0:12:37 > 0:12:39Ooh! That's high-pitched!
0:12:41 > 0:12:45'That pitch is higher than the Bee Gees in a helium balloon.'
0:12:45 > 0:12:49'Onto Sally's bedroom now, where she spends most of her time.'
0:12:49 > 0:12:52There's almost a damp feel in here.
0:12:53 > 0:12:56And it's a place where... It's a sanctuary, really.
0:12:56 > 0:13:00It's her bedroom, she's got the hoist there to get her out of bed.
0:13:00 > 0:13:03The humidity level is quite high,
0:13:03 > 0:13:07but, from a damp point of view, you can definitely honk it.
0:13:07 > 0:13:11'And close inspection of the skirting board
0:13:11 > 0:13:15'yields more tell-tale signs of damp.'
0:13:15 > 0:13:17These are the black damp spores.
0:13:17 > 0:13:19It's obvious. I'll probe it anyway.
0:13:19 > 0:13:22- DEVICE BUZZES, THEN WHINES - Bit further on,
0:13:22 > 0:13:25- it's not so obvious. - LOWER WHINE
0:13:25 > 0:13:27It's still there, damp's coming in.
0:13:27 > 0:13:29And, in fact,
0:13:29 > 0:13:34I wouldn't be surprised... I'm going to open the wardrobe.
0:13:36 > 0:13:38Ohh! Look at the bottom there!
0:13:38 > 0:13:43That's actually ingressed right into the actual cabinet itself,
0:13:43 > 0:13:45into the wardrobe unit.
0:13:45 > 0:13:48And you'll notice... Look at this.
0:13:51 > 0:13:54These are those little... damp traps.
0:13:56 > 0:13:58They're everywhere.
0:13:58 > 0:14:01'Yep, moisture traps everywhere
0:14:01 > 0:14:05'and clear-cut signs of a Cowboy Trap too.'
0:14:05 > 0:14:08We've got plasterboard on here that's been placed on.
0:14:08 > 0:14:12The one thing you're supposed to have is at least 50 mil clearance
0:14:12 > 0:14:15from the floor level onto the wall,
0:14:15 > 0:14:18so there's no way damp could rise through it.
0:14:18 > 0:14:21You've got no chance - this is touching ground level,
0:14:21 > 0:14:24so any damp that's coming through the floor
0:14:24 > 0:14:27will travel up the plasterboard.
0:14:28 > 0:14:32'The brickwork in this inspection hole is wet through.'
0:14:32 > 0:14:37'I reckon this "builder" has got the damp-proofing all wrong.'
0:14:37 > 0:14:41This is MDF, used as a skirting board.
0:14:41 > 0:14:43Once that's got damp,
0:14:43 > 0:14:45look...
0:14:46 > 0:14:48That's just useless.
0:14:48 > 0:14:50Absolutely useless.
0:14:50 > 0:14:54Shoo... And if it was Smell-O-Vision... That stinks.
0:14:55 > 0:14:58'Well, I've seen enough.'
0:14:58 > 0:15:02'Time for a heart-to-heart with Jan and Sally about their living hell.'
0:15:02 > 0:15:05What are them dark times like when you take stock
0:15:05 > 0:15:08and think "there's nowhere to turn"?
0:15:08 > 0:15:10Well, it's a dead end,
0:15:10 > 0:15:13you can't see light at the end of the tunnel.
0:15:14 > 0:15:18It got me so wound up and ill
0:15:18 > 0:15:21that I was determined
0:15:21 > 0:15:25that I just didn't want to be here any more.
0:15:25 > 0:15:30You just didn't want to be in this room... in this area?
0:15:30 > 0:15:34- No, I didn't want to live. - She didn't want to live any more.
0:15:34 > 0:15:37How do you react to that?
0:15:37 > 0:15:39W... Well,...
0:15:40 > 0:15:43..I could understand where she was coming from
0:15:43 > 0:15:46because nobody was willing to help us.
0:15:46 > 0:15:50I'd written to MPs,
0:15:50 > 0:15:52erm, local council,
0:15:52 > 0:15:57erm, I thought I'd gone through every single person
0:15:57 > 0:16:01that I thought could help us.
0:16:01 > 0:16:03Sally there, with MS,
0:16:03 > 0:16:06she's ready to throw in the towel.
0:16:06 > 0:16:11I'm her mother and I'm trying to battle with this every day.
0:16:11 > 0:16:14And I've got nobody to turn to
0:16:14 > 0:16:17and it was just...
0:16:17 > 0:16:19I mean, she didn't deserve it,
0:16:19 > 0:16:23why couldn't... Why couldn't they help her?
0:16:23 > 0:16:26What I'm here to do now, with my team,
0:16:26 > 0:16:29is to try and lift your spirit
0:16:29 > 0:16:34and make you feel... happy again.
0:16:34 > 0:16:36I'd like that too.
0:16:38 > 0:16:40'I don't need to tell you
0:16:40 > 0:16:43'this is one of our most important good-guy missions ever.'
0:16:43 > 0:16:46'To make sure I haven't missed anything,
0:16:46 > 0:16:51'I've asked independent surveyor Tony Owen for a second opinion.'
0:16:51 > 0:16:53If we start from the ground up,
0:16:53 > 0:16:56we've got a floor slab with a waterproof membrane under it,
0:16:56 > 0:16:58which should tie in with the one
0:16:58 > 0:17:01in the wall. That's not the case.
0:17:01 > 0:17:04We've got water coming in, either below damp-proof-course level
0:17:04 > 0:17:07or we've got a drain leaking in the floor screed.
0:17:07 > 0:17:10What'd bother me there is, particular with water pipes,
0:17:10 > 0:17:14if they haven't protected them, they will corrode.
0:17:14 > 0:17:19So obviously we've got all the problems here with the floor itself,
0:17:19 > 0:17:21cos the screed isn't a good finish.
0:17:21 > 0:17:25No, when we took it up, it was saturated, it was like powder,
0:17:25 > 0:17:29you could break it up with your hands, it's been wet for so long.
0:17:29 > 0:17:33- Anything else that's not to your liking?- Yeah, a couple of items.
0:17:33 > 0:17:36The roof - they've got glass fibre on here
0:17:36 > 0:17:39and the industry standard guarantee is 25, 30 years.
0:17:39 > 0:17:44They've patched it up with mineral felt, which is a ten-year life span.
0:17:44 > 0:17:48- It shouldn't be happening. - In terms of your mark out of ten,
0:17:48 > 0:17:52what would you give the guy that's actually done this work?
0:17:52 > 0:17:56This is one of the worst - the floor, walls and roof are wrong.
0:17:56 > 0:17:58There's not much left, so zero.
0:17:59 > 0:18:04'Zero out of ten - I think this cowboy's lucky to get that.'
0:18:04 > 0:18:08'Poor Sally's been living in a damp dump for six years
0:18:08 > 0:18:11'and despite Jan's dogged determination,
0:18:11 > 0:18:13'no-one's done anything about it.'
0:18:13 > 0:18:17'We need those good guys in and we need them pronto.'
0:18:19 > 0:18:23'And talk of the devil - here they are, led by Anthony Williams.'
0:18:23 > 0:18:27'I'm glad to say Anthony is a man with a plan.'
0:18:27 > 0:18:32We're going to put a new damp-proof membrane in
0:18:32 > 0:18:34and we're going to tank the floor
0:18:34 > 0:18:37with an apoxy damp-proof coating, so double the protection.
0:18:37 > 0:18:41Then we're going to re-insulate, re-screed,
0:18:41 > 0:18:44but we're going to use an SVR fibre screed,
0:18:44 > 0:18:47- which will help the damp problem. - And it's better than this.
0:18:47 > 0:18:51- It'll be ten times better. - It's poor at best.
0:18:51 > 0:18:54And then we've got the problems that's arose
0:18:54 > 0:18:58from not having the Visqueen in place.
0:18:58 > 0:19:02Just simple things should've been put into place.
0:19:02 > 0:19:06Laying the Visqueen, not just around the edges, but over the whole floor,
0:19:06 > 0:19:08would've prevented these problems.
0:19:08 > 0:19:12You know why these guys, cowboy builders in particular,
0:19:12 > 0:19:14just do it around the perimeter?
0:19:14 > 0:19:17- No.- It's because when Building Control come in
0:19:17 > 0:19:21and they can see it, looks like they've done it.
0:19:21 > 0:19:24And yet really, it takes longer to actually do that
0:19:24 > 0:19:28- than it does... - Just roll it up, then you're done.
0:19:29 > 0:19:33'This cowboy was cutting corners left, right and centre,
0:19:33 > 0:19:35'even when it made no sense!'
0:19:35 > 0:19:37'It's just bonkers!'
0:19:37 > 0:19:41'But the good guys are here now - phewee!'
0:19:41 > 0:19:45'So much needs doing, the Newmans are chipping in.'
0:19:45 > 0:19:49'Anthony's army waste no time getting started.'
0:19:49 > 0:19:53'They lift the floors, take down the walls
0:19:53 > 0:19:57'and get dehumidifiers in to dry the extension.'
0:19:57 > 0:20:02'Next - work on the electrics and extensive refits.'
0:20:02 > 0:20:04'It's a promising start,
0:20:04 > 0:20:09'but can Anthony and his compadres save the day for Jan and Sally?'
0:20:09 > 0:20:11'Well, I'm pretty confident.'
0:20:15 > 0:20:19I'm back in Wales, where Jan Newman hoped that a new extension
0:20:19 > 0:20:22would give her daughter Sally a self-contained apartment
0:20:22 > 0:20:25that she so desperately needed.
0:20:25 > 0:20:29But in one of the worst cases I've ever seen in my time on Cowboy Trap,
0:20:29 > 0:20:32Sally, who suffers with multiple sclerosis,
0:20:32 > 0:20:36was left in a wet and soggy living hell.
0:20:36 > 0:20:39'Look at the state of this.'
0:20:39 > 0:20:42'Well, our good guys have now finished trying to put right
0:20:42 > 0:20:44'what the cowboy builder did wrong
0:20:44 > 0:20:48'and I'm here to find out if they have saved the day.'
0:20:48 > 0:20:52It's exciting, because I don't know what's been going on inside,
0:20:52 > 0:20:55but outside, we've got the French drain in
0:20:55 > 0:20:58and that's going away to a soakaway.
0:20:59 > 0:21:01Ooh, and a new door!
0:21:01 > 0:21:05That's definitely a new door. Let's see if it opens out properly.
0:21:06 > 0:21:08Here we go.
0:21:10 > 0:21:13Lovely, lovely, lovely Jan!
0:21:13 > 0:21:15- How are you? - Nice to see you again.
0:21:15 > 0:21:18And you. Hey, the door opens!
0:21:18 > 0:21:21Yes, it does. This is a new door.
0:21:21 > 0:21:24- I could tell it was a new door. - Fab, innit?
0:21:24 > 0:21:28- Can I come in?- Yeah, come in and have a look around.
0:21:29 > 0:21:33'Sally's been living in her new apartment for a few days.'
0:21:33 > 0:21:38'Before I see it, I want a chat with her and Jan about their builder.'
0:21:38 > 0:21:41'I wanted to hear his side of the story
0:21:41 > 0:21:44'so I could hear their responses to his version.'
0:21:44 > 0:21:47'But that's proved easier said than done.'
0:21:47 > 0:21:52He's failed to respond to our requests to have a chat with him
0:21:52 > 0:21:57and has put the matter in the hands of the solicitors.
0:21:57 > 0:22:00However, we did speak to the local council.
0:22:00 > 0:22:03Now, they say that, as the council,
0:22:03 > 0:22:05they didn't employ the builder.
0:22:05 > 0:22:10It had no powers at all to force him to rectify the work.
0:22:10 > 0:22:16The council deny that they were in any way negligent
0:22:16 > 0:22:19and they refuse the allegation that council staff
0:22:19 > 0:22:22suggested the damp was caused by condensation.
0:22:22 > 0:22:26I remember you telling me, Jan, that they did come in
0:22:26 > 0:22:29- and say it was caused by condensation.- Yes.
0:22:29 > 0:22:33We had them out on numerous occasions.
0:22:33 > 0:22:37I think it was just six months down the line
0:22:37 > 0:22:41when the extension was... had been built
0:22:41 > 0:22:45and we noticed how cold it was
0:22:45 > 0:22:47and how damp it was.
0:22:47 > 0:22:50They came out, the builder came out,
0:22:50 > 0:22:56and we had a... local company out as well
0:22:56 > 0:22:59and, erm, the three of them together,
0:22:59 > 0:23:05they just said, to us, "condensation".
0:23:05 > 0:23:09They say that Building Control carried out inspections
0:23:09 > 0:23:13a number of times and gave the builder guidance.
0:23:13 > 0:23:16And if that advice had been followed,
0:23:16 > 0:23:19the work would have complied with building regulations.
0:23:19 > 0:23:21Now, I just want to ask you this -
0:23:21 > 0:23:24did you get Building Control sign off?
0:23:24 > 0:23:26Yes.
0:23:26 > 0:23:29'Unbelievable.'
0:23:29 > 0:23:33'How this damp disaster got signed off is beyond me.'
0:23:33 > 0:23:36'I've seen drier swamps!'
0:23:36 > 0:23:39Whatever the whys and wherefores of this case,
0:23:39 > 0:23:41one thing still baffles me -
0:23:41 > 0:23:45how on earth did such a catastrophe of a job
0:23:45 > 0:23:48ever get a completion certificate from Building Control?
0:23:48 > 0:23:52It's a question that I wanted to put to the local council.
0:23:52 > 0:23:56Unfortunately, they declined our offer of an interview.
0:23:57 > 0:23:59'Anyway, on a brighter note,
0:23:59 > 0:24:03'Sally might have already seen most of her new apartment, but I haven't
0:24:03 > 0:24:06'and I can't wait for the grand tour.'
0:24:06 > 0:24:08'First up - the kitchen.'
0:24:08 > 0:24:12Straight away, looking around, this sliding door,
0:24:12 > 0:24:15- that's a new door.- It is.
0:24:15 > 0:24:19- It's got the kick panel on the bottom of it as well.- Absolutely.
0:24:19 > 0:24:21That is the new front door.
0:24:21 > 0:24:23That works absolutely fabulous now.
0:24:23 > 0:24:29The old one dropped and you had a job to sort of open it,
0:24:29 > 0:24:34- whereas this one now is absolutely perfect.- Yeah.
0:24:35 > 0:24:40'And those skew-whiff kitchen units are now as straight as a die,
0:24:40 > 0:24:43'painted beautifully, real quality.'
0:24:43 > 0:24:46'And the tiles have been sorted too.'
0:24:46 > 0:24:48'Nice one, guys.'
0:24:48 > 0:24:51'No wonder Sally's chuffed.'
0:24:51 > 0:24:54It is absolutely brilliant.
0:24:54 > 0:24:58I've never seen Sally so... happy
0:24:58 > 0:25:00since she's come back
0:25:00 > 0:25:04because, erm, everything is all new,
0:25:04 > 0:25:08it's made her life completely different.
0:25:08 > 0:25:12- And that's what we wanted. - Yes, absolutely.
0:25:12 > 0:25:14'Excellent!'
0:25:14 > 0:25:17'Next destination - the bedroom.'
0:25:17 > 0:25:22'Before, you needed water wings just to stay afloat, it was so damp.'
0:25:23 > 0:25:25'Now check it out.'
0:25:25 > 0:25:31'And with widened doors, this place is much more accessible too.'
0:25:31 > 0:25:35It's given Sally a new quality of life...
0:25:35 > 0:25:38- And that is important, isn't it? - Absolutely.
0:25:38 > 0:25:42- Go on, you're OK. - These doorways look much wider.
0:25:42 > 0:25:46Yeah, they have widened them as much as they can.
0:25:46 > 0:25:50Fab. How do you like this, then, Clive?
0:25:50 > 0:25:53I am loving it. Sally, it is so Sally,
0:25:53 > 0:25:56- if you don't mind me saying.- Lovely.
0:25:57 > 0:26:00'Oh, yes, new wardrobes and carpet.'
0:26:00 > 0:26:03'Bye-bye, damp spots and spores.'
0:26:03 > 0:26:06'Sally's health has already benefited.'
0:26:06 > 0:26:08Since I have been back,
0:26:08 > 0:26:13I have no longer been struggling to breathe,
0:26:13 > 0:26:19I have had... no chest infections.
0:26:20 > 0:26:26- What a bonus. - What an absolute bonus that is.
0:26:27 > 0:26:29'Bonus indeed,
0:26:29 > 0:26:32'and finally, a surprise for Sally too.'
0:26:32 > 0:26:35'She hasn't seen her new living room yet.'
0:26:35 > 0:26:39'Remember, before, it looked like this.'
0:26:40 > 0:26:43'Time for us both to find out what the good guys have done.'
0:26:43 > 0:26:48- Look at this.- Well, the floor... I can't believe it.
0:26:48 > 0:26:51- Beautiful floor.- Beautiful.
0:26:51 > 0:26:54- Absolutely beautiful.- Come on in.
0:26:54 > 0:26:57Come on in.
0:26:57 > 0:27:00Oh, my cabinet's been done.
0:27:01 > 0:27:04Oh, gosh...
0:27:04 > 0:27:07Oh, look at that light!
0:27:07 > 0:27:09Oh, isn't that fab?!
0:27:10 > 0:27:12'Looks like we have a happy customer
0:27:12 > 0:27:17'and because it's now insulated, it's much cheaper to heat too.'
0:27:17 > 0:27:21'Plus the drainage has been sorted outside.'
0:27:21 > 0:27:23'Result!'
0:27:23 > 0:27:26For five years, Sally's life was hell.
0:27:26 > 0:27:30But now,... she is...
0:27:30 > 0:27:33a completely different person.
0:27:33 > 0:27:36To see where you are now, the pair of you,
0:27:36 > 0:27:38well, my heart's singing.
0:27:38 > 0:27:42- And I'm chuffed with the work. - I am chuffed as well.
0:27:43 > 0:27:46'Well, that's the perfect note to leave on.'
0:27:46 > 0:27:49'The Newmans probably won't ever get anyone to take responsibility
0:27:49 > 0:27:52'for the bodged build.'
0:27:52 > 0:27:56'But we've got them well and truly back on track.'
0:27:56 > 0:28:00That's what I'm talking about - Sally has got the home she wanted
0:28:00 > 0:28:05rather than the sopping mess she'd resigned herself to before we came.
0:28:05 > 0:28:08The real scandal is it took our intervention
0:28:08 > 0:28:10to get this sorry saga sorted.
0:28:10 > 0:28:14It's often very emotional, lifting people out of the Cowboy Trap
0:28:14 > 0:28:17and I was particularly moved by this one.
0:28:17 > 0:28:20But the result is the job is a good 'un, that's for sure.
0:28:20 > 0:28:24And for all you cowboy builders - you carry on doing the bad work
0:28:24 > 0:28:27and I'll carry on telling the world.
0:28:50 > 0:28:54Subtitles by Red Bee Media Ltd