0:00:07 > 0:00:09We're travelling the length and breadth of Britain
0:00:09 > 0:00:14on a mission to rescue homeowners from the curse of the cowboy builder.
0:00:14 > 0:00:17The builder has ruined everything.
0:00:19 > 0:00:21It's not fair.
0:00:21 > 0:00:25It's impossible to overestimate the damage these guys do.
0:00:25 > 0:00:28Whether they're blatant amateurs or simply crooks,
0:00:28 > 0:00:32cowboy builders not only mess up homes, they ruin lives, too.
0:00:32 > 0:00:34- Did Building Control sign it off? - No.
0:00:34 > 0:00:38Building Control were too busy laughing to sign anything off.
0:00:38 > 0:00:39We've rounded up the good guys
0:00:39 > 0:00:44to help turn helpless homeowners into merry mortgagees.
0:00:44 > 0:00:48You can see there's a very, very slight fall,
0:00:48 > 0:00:52but a necessary one, which means all the water is going to flow that way.
0:00:52 > 0:00:56I've got a safe room. That's all that matters to me.
0:00:56 > 0:00:59Absolutely anyone can call themselves a builder,
0:00:59 > 0:01:02which is why it's crucial to know how to spot a wrong 'un
0:01:02 > 0:01:06and why the next 45 minutes could help keep you
0:01:06 > 0:01:08out of the cowboy trap.
0:01:18 > 0:01:20On today's Cowboy Trap,
0:01:20 > 0:01:23a vanishing builder, who would end up in jail for his crimes,
0:01:23 > 0:01:29and the extension he built, which became a monumental bodge.
0:01:29 > 0:01:32It was a lot of money that we'd handed over
0:01:32 > 0:01:34and we feel let down, betrayed.
0:01:34 > 0:01:37He obviously didn't uphold his end of the contract.
0:01:37 > 0:01:39And three years after we rescued her,
0:01:39 > 0:01:44we catch up with a cowboy-builder victim in Dorset to see how she's doing now.
0:01:44 > 0:01:51What an entrance! I'm thinking, "Dynasty! The Colbys!"
0:01:52 > 0:01:57Our first cowboy-trap saga takes place in the historic city of York.
0:01:57 > 0:02:01Back in the 19th century, York became famous as a railway hub
0:02:01 > 0:02:05and as the epicentre for confectionary manufacture.
0:02:05 > 0:02:08Now it's renowned for its top university.
0:02:08 > 0:02:11Notable alumni include Greg Dyke, Harry Enfield
0:02:11 > 0:02:14and the producer of this very programme.
0:02:14 > 0:02:16Well, you can't get everything right!
0:02:16 > 0:02:19But one thing the citizens of York did get spot on
0:02:19 > 0:02:23is this architectural triumph.
0:02:24 > 0:02:27York Minster is one of the world's most magnificent cathedrals.
0:02:27 > 0:02:29A masterpiece in stone and stained glass,
0:02:29 > 0:02:32it took an incredible 250 years to build.
0:02:32 > 0:02:38It's so-called Lantern Tower is an amazing feat of 15th-century engineering.
0:02:38 > 0:02:40Such a shame, then, that we're not here to marvel at that.
0:02:40 > 0:02:42I'm on the trail of a cowboy builder
0:02:42 > 0:02:46who is responsible for a distinctly unholy mess.
0:02:47 > 0:02:49His unlucky victims
0:02:49 > 0:02:53live in this three-bed 1960s detached bungalow.
0:02:53 > 0:02:55It's home to sales advisor Az Ahmad,
0:02:55 > 0:02:58his wife Clare and their children Kayden and Bethany.
0:02:58 > 0:03:01Clare and Az met whilst working at Flamingo Land,
0:03:01 > 0:03:05a theme park in North Yorkshire.
0:03:05 > 0:03:09I spoke to Clare a couple of times. I didn't think she'd...
0:03:09 > 0:03:11..that I had any chance at all.
0:03:11 > 0:03:13It turns out different.
0:03:13 > 0:03:19He'd come into the arcade to chat to my friend, who wasn't there,
0:03:19 > 0:03:22so he'd end up chatting to me.
0:03:22 > 0:03:24It just kind of happened from there.
0:03:25 > 0:03:28Clare and Az married in 2008.
0:03:28 > 0:03:33Before long, Kayden and Bethany arrived and Clare became a full-time mum.
0:03:33 > 0:03:35But family life hasn't been easy.
0:03:35 > 0:03:40Four-year-old Kayden was diagnosed with autism earlier this year.
0:03:41 > 0:03:43We'd had him in for a hearing test
0:03:43 > 0:03:46to see if it was hearing-related.
0:03:46 > 0:03:49That came back fine
0:03:49 > 0:03:51so we knew that there must be something else.
0:03:51 > 0:03:55He doesn't talk yet. He makes the normal kiddy sounds
0:03:55 > 0:03:59but he doesn't respond to his name, he has no concept of danger.
0:04:01 > 0:04:05The house in which the Ahmads live used to belong to Clare's grandparents.
0:04:05 > 0:04:10When they passed away in 2007, Clare's family thought it would be a perfect home for her,
0:04:10 > 0:04:13and she and Az moved in.
0:04:13 > 0:04:16Very quickly, however, the house became too small for Clare and Az.
0:04:16 > 0:04:18First Kayden, then Bethany came along,
0:04:18 > 0:04:22and Kayden's autism meant he simply had to have his own room,
0:04:22 > 0:04:24so the couple decided they needed an extension.
0:04:24 > 0:04:26We considered moving house,
0:04:26 > 0:04:31but our finances wouldn't have permitted it.
0:04:31 > 0:04:33Even if we borrowed money from family members,
0:04:33 > 0:04:36we wouldn't have been able to get
0:04:36 > 0:04:40the amount needed for the house that we wanted.
0:04:41 > 0:04:45The Ahmads' dream was to replace their conservatory with an extension,
0:04:45 > 0:04:50which would create space for an extra bedroom for Bethany and a playroom for Kayden.
0:04:50 > 0:04:53Clare and Az looked in the phonebook and found three builders.
0:04:53 > 0:04:57They liked one of them so much, they couldn't wait to get started.
0:04:58 > 0:05:02He drew up some plans - "We like them. Can we come and see some of your work?"
0:05:02 > 0:05:05He said, "Great. When?" "Now?"
0:05:05 > 0:05:10So we drove over to Harrogate to have a look at his work.
0:05:10 > 0:05:14Everything looked good. We were happy with what we'd seen.
0:05:14 > 0:05:18Clare and Az were so impressed, they put him in touch with Clare's mum and dad,
0:05:18 > 0:05:21who were thinking about installing a conservatory.
0:05:21 > 0:05:23The Ahmads had one they didn't want,
0:05:23 > 0:05:27so here was a perfect opportunity to kill two birds with one stone.
0:05:27 > 0:05:32The plan was for the builder to dismantle Clare and Az's conservatory
0:05:32 > 0:05:34and rebuild it at her parents' house.
0:05:34 > 0:05:37It might seem like they did all the right things,
0:05:37 > 0:05:40and we do recommend you go and see previous work,
0:05:40 > 0:05:42but that's only part of the research you do.
0:05:42 > 0:05:48The Ahmads got carried away and were in too much of a rush to give the green light.
0:05:48 > 0:05:50So take a tip from me...
0:05:52 > 0:05:54Take your time over choosing the right contractor
0:05:54 > 0:05:58and be prepared to wait for a reputable builder.
0:06:09 > 0:06:11..or use an approved contractor,
0:06:11 > 0:06:14if they operate such a scheme.
0:06:17 > 0:06:21The builder quoted £34,750 for the whole job.
0:06:21 > 0:06:24That included moving the existing conservatory,
0:06:24 > 0:06:26building a single-storey extension with French doors
0:06:26 > 0:06:32and constructing a covered walkway between the house and garage.
0:06:32 > 0:06:35Work began on the Ahmads' extension in September 2010,
0:06:35 > 0:06:38with the builder saying he would complete it within three months.
0:06:38 > 0:06:41At first, things seemed to be going well.
0:06:42 > 0:06:44We were happy with the guys that were doing the work.
0:06:44 > 0:06:48They seemed to know what they were doing.
0:06:48 > 0:06:50They were getting on with it, they were working hard,
0:06:50 > 0:06:54they were cleaning up after themselves.
0:06:54 > 0:06:56Well, the builder was definitely cleaning up.
0:06:56 > 0:07:01Clare and Az found themselves regularly handing over £7,000 at a time.
0:07:01 > 0:07:04Alarm bells only starting ringing when they returned from holiday
0:07:04 > 0:07:10to find the floor in the extension was a different height to the floor in the house.
0:07:10 > 0:07:12You what?!
0:07:12 > 0:07:17When we came back, we realised that the floor level wasn't level.
0:07:17 > 0:07:21It worked out to be about a three-and-a-half, four-inch drop.
0:07:21 > 0:07:24The builder suggested a step.
0:07:24 > 0:07:28With toddlers running around - not clever.
0:07:28 > 0:07:32So he put a slope in instead, but it was much too steep.
0:07:32 > 0:07:36I was like, "That's not good enough. We've got kids."
0:07:36 > 0:07:42They ended up putting a smaller incline on the slope.
0:07:43 > 0:07:47Because of errors like this, the project was running way behind schedule.
0:07:47 > 0:07:50And there were other problems, too.
0:07:50 > 0:07:53The bathroom wasn't the size Az and Clare had asked for
0:07:53 > 0:07:55and the sunroom light switch was in the far corner,
0:07:55 > 0:07:58so you had to walk in the dark to turn it on.
0:07:58 > 0:08:01That is a schoolboy error.
0:08:01 > 0:08:03So far, so bad.
0:08:03 > 0:08:06A run-of-the-mill cowboy tale, I hear you say.
0:08:06 > 0:08:10But here's the weird thing - within weeks, our builder simply vanished,
0:08:10 > 0:08:13disappeared, along with his squad of sub-contractors.
0:08:13 > 0:08:15And do you know what? It didn't matter what Clare and Az did -
0:08:15 > 0:08:19phone calls, emails, getting people to pass on a message -
0:08:19 > 0:08:21they never heard from him again.
0:08:21 > 0:08:25He even left his tools in the garden and they're still there to this day.
0:08:25 > 0:08:28It's not safe. I've stopped caring about the garden.
0:08:28 > 0:08:31I used to spend hours out there,
0:08:31 > 0:08:35and now it looks like this old abandoned bit of land
0:08:35 > 0:08:38that a builder used to use.
0:08:40 > 0:08:44The saddest thing about this story is that more than £30,000 later,
0:08:44 > 0:08:47plans that were supposed to make life easier for this family
0:08:47 > 0:08:50have ended up a millstone around their necks.
0:08:50 > 0:08:53It was a lot of money that we'd handed over
0:08:53 > 0:08:55and we feel let down and betrayed.
0:08:55 > 0:09:00He obviously didn't uphold his end of the contract.
0:09:00 > 0:09:05The builder has ruined everything.
0:09:06 > 0:09:08It's just...
0:09:10 > 0:09:13It's just not fair!
0:09:15 > 0:09:19But things for the Ahmads were about to get worse. Much worse.
0:09:19 > 0:09:22Soon after the builder did his disappearing act,
0:09:22 > 0:09:25Az and Clare called in the local building inspector.
0:09:25 > 0:09:29Straight away, he spotted problems with the electrics,
0:09:29 > 0:09:32the ventilation and the insulation.
0:09:32 > 0:09:35And that's not all.
0:09:35 > 0:09:38The building inspector took one look and went, "No, that's wrong.
0:09:38 > 0:09:41"Your roof's not strong enough. That door doesn't shut properly.
0:09:41 > 0:09:44"There's no protection on the fire door."
0:09:44 > 0:09:46It was like, "OK..."
0:09:46 > 0:09:52What we thought was just a problem with the builder not finishing off
0:09:52 > 0:09:55turned out to be a lot bigger problem.
0:09:56 > 0:09:59Roof not strong enough? With kids around?
0:09:59 > 0:10:02No wonder the building officer was worried.
0:10:02 > 0:10:04And Clare's parents have suffered, too.
0:10:04 > 0:10:07Remember, the conservatory was supposed to be dismantled
0:10:07 > 0:10:09and reassembled at Clare's parents' house.
0:10:09 > 0:10:11It got dismantled all right,
0:10:11 > 0:10:15but it's still in pieces in Az and Clare's garden.
0:10:15 > 0:10:17Trading Standards investigated
0:10:17 > 0:10:22and found this cowboy had done a similar vanishing act on some other unlucky customers.
0:10:22 > 0:10:26They successfully prosecuted him for false representation and poor workmanship
0:10:26 > 0:10:29and he received a custodial sentence.
0:10:29 > 0:10:31Quite right, too.
0:10:34 > 0:10:36This guy's gone to prison for what he's done
0:10:36 > 0:10:39after Trading Standards took up the case,
0:10:39 > 0:10:41but that's little comfort for Clare and Az.
0:10:41 > 0:10:44They're still left, as are Clare's mum and dad, in a right mess,
0:10:44 > 0:10:49and the whole experience has put an intolerable strain upon the family.
0:10:50 > 0:10:52But how big a mess are the Ahmads in?
0:10:52 > 0:10:54After a cowboy builder's done his dirty work,
0:10:54 > 0:10:58there are often unseen problems lurking beneath the surface.
0:10:58 > 0:11:01To find out the true scale of the botched job,
0:11:01 > 0:11:04we enlisted the services of independent building expert Colin Harrop
0:11:04 > 0:11:06and asked him to inspect the extension.
0:11:06 > 0:11:11Colin's made some exhaustive notes and is about to fill me in on what he found.
0:11:11 > 0:11:13- Hey, Jonnie.- Good to see you.
0:11:13 > 0:11:17It's not the sort of thing that's designed to last any length of time.
0:11:17 > 0:11:21First item on the agenda - that horrible corrugated plastic roof over the walkway,
0:11:21 > 0:11:24between the extension and the garage.
0:11:24 > 0:11:27The sort of corrugated plastic you've got on there
0:11:27 > 0:11:32might be all right if you've got a bike you don't like very much and want to leave outside.
0:11:32 > 0:11:35It offers no protection, it offers no thermal insulation.
0:11:35 > 0:11:38It looks grotty and it leaks.
0:11:38 > 0:11:42It is the wrong product to choose in that situation.
0:11:42 > 0:11:44You say it leaks.
0:11:44 > 0:11:47There doesn't look like there's any fall on this.
0:11:47 > 0:11:51There's moisture and muck gathering already, isn't there?
0:11:51 > 0:11:54There is. Pretty much any water that drains into that
0:11:54 > 0:11:57sits in a pool in the middle and finds its way through the joints.
0:11:57 > 0:11:59You've got naff bits of timber underneath,
0:11:59 > 0:12:01which are all getting saturated.
0:12:01 > 0:12:05I don't think this thing was designed to last
0:12:05 > 0:12:09- any more than it took for the builder to get away from the place, really. - No.
0:12:09 > 0:12:12That plastic roof is already failing.
0:12:12 > 0:12:15The untreated timber will rot like nobody's business.
0:12:15 > 0:12:19Colin is also unhappy about the roof of the conservatory itself.
0:12:20 > 0:12:23When you put concrete-tile roofs on -
0:12:23 > 0:12:26often people at home have older houses with slate-covered roofs
0:12:26 > 0:12:29and replace those with concrete tiles -
0:12:29 > 0:12:33one of the big problems is, concrete is an awful lot heavier than natural slate
0:12:33 > 0:12:37so you do need to make sure that the roof is strong enough.
0:12:37 > 0:12:41The Building Control officer was convinced it wasn't strong enough.
0:12:41 > 0:12:45Perhaps that's why the cowboy created such a small loft hatch -
0:12:45 > 0:12:47he wanted to make inspecting the roof nigh-on impossible.
0:12:47 > 0:12:50But he didn't succeed.
0:12:50 > 0:12:54And that's not the end of the Ahmads' worries.
0:12:55 > 0:13:00The door going into, well, what is effectively a lean-to,
0:13:00 > 0:13:03I mean, the fitting of that looks shocking.
0:13:03 > 0:13:05The fitting's pretty poor.
0:13:05 > 0:13:08It's a pretty cheap and nasty plastic door to start with,
0:13:08 > 0:13:13but the door frame has been put straight onto the flooring
0:13:13 > 0:13:16without any kind of step, without any building up,
0:13:16 > 0:13:19so if you walk through the door,
0:13:19 > 0:13:23you're treading on the frame, which is a thin piece of plastic.
0:13:23 > 0:13:27With the door hanging as it is, there's grass growing underneath the door.
0:13:27 > 0:13:30- There is.- The door is effectively a plastic gate.
0:13:30 > 0:13:35And not a very good plastic gate at that.
0:13:35 > 0:13:38Plus, the windows of the extension are badly fitted,
0:13:38 > 0:13:41the pointing is sloppy
0:13:41 > 0:13:46and the patio doors at the rear are already on their last legs.
0:13:46 > 0:13:48The hinges are already pointing downwards.
0:13:48 > 0:13:51The doors are literally hanging off, aren't they?
0:13:51 > 0:13:54The doors are badly fitting. They've dropped on their hinges
0:13:54 > 0:13:58to the extent where opening and closing them requires brute force,
0:13:58 > 0:14:00which it shouldn't do with a door set of that age.
0:14:03 > 0:14:07When we go inside the extension, it doesn't get any better.
0:14:07 > 0:14:10There's something of a ski slope going on here in the hallway.
0:14:10 > 0:14:13There is. The floor is noticeably out of level on this one
0:14:13 > 0:14:16so that you can definitely tell walking from old to new.
0:14:16 > 0:14:20You're looking for a banister because it's pretty steep.
0:14:20 > 0:14:24I don't know why that floor has been set out to such a bad level.
0:14:24 > 0:14:28These days, with lasers, it's quite easy to get things level.
0:14:28 > 0:14:31- But this isn't even level to the eye!- No.
0:14:31 > 0:14:36I can understand if a house is built in or out of a hillside, you might have to have a step,
0:14:36 > 0:14:38but the garden is a similar level!
0:14:38 > 0:14:42- This should've been dug out and levelled properly.- It should've.
0:14:42 > 0:14:47It's not level to the eye and there's no reason why it should be out of level.
0:14:47 > 0:14:49No reason at all. But let's be frank,
0:14:49 > 0:14:52there's not much on this job that is on the level.
0:14:52 > 0:14:55Right, it's make-your-mind-up time for Colin.
0:14:55 > 0:14:58From what you've seen, what would you mark this builder out of ten?
0:14:58 > 0:15:01I struggled to give it more than a two out of ten.
0:15:01 > 0:15:05The two is mainly for effort, but I can't...
0:15:05 > 0:15:08..I'm afraid I can't give it any more than that.
0:15:09 > 0:15:11Well, in a previous life I was a surveyor
0:15:11 > 0:15:14and based on the photos Colin just showed me, I concur.
0:15:14 > 0:15:16Check out the evidence -
0:15:16 > 0:15:20a faulty door frame, a cataclysmic corrugated roof,
0:15:20 > 0:15:24untreated timber, pitiful pointing,
0:15:24 > 0:15:29a woeful window, dreadful doors, a roof that's structurally unsound,
0:15:29 > 0:15:32a garden that resembles a building site
0:15:32 > 0:15:37and a corridor that resembles the side of a Swiss mountain.
0:15:37 > 0:15:41Oh, and I mustn't forget the inadequate ventilation in the bathroom.
0:15:41 > 0:15:44What did the guy get right?
0:15:44 > 0:15:48All this, and the Ahmads have handed over £33,000.
0:15:48 > 0:15:51Time to bring in the good guys.
0:15:52 > 0:15:54And here they jolly well are,
0:15:54 > 0:15:58in the form of Neil Speakman and his band of building brothers.
0:15:58 > 0:16:02Neil and his team waste no time swinging into action.
0:16:02 > 0:16:05So much needs doing, the Ahmads are chipping in.
0:16:05 > 0:16:08The extra space for their kids means the world to them.
0:16:08 > 0:16:12The Speakman Squad sets about making the extension roof safe.
0:16:12 > 0:16:18Then they descend on the doors, prepare the planks and erase the rubbish roof.
0:16:18 > 0:16:23It's a great start, but can they get Az and Clare's dream back on track?
0:16:23 > 0:16:25Only time will tell.
0:16:30 > 0:16:31I'm in York,
0:16:31 > 0:16:35where Clare and Az Ahmad shelled out over £30,000 for an extension
0:16:35 > 0:16:39to make life easier for their autistic son Kayden.
0:16:39 > 0:16:41But they were taken in by a cowboy builder
0:16:41 > 0:16:45who left the house in such a mess, he went to prison for it.
0:16:45 > 0:16:47But now our good-guy builders have finished their work,
0:16:47 > 0:16:51so let's see how Clare and Az are getting on.
0:16:57 > 0:17:00- Hello!- Hello!- Clare?- Yes.- Hi.- Hi.
0:17:00 > 0:17:01- And then Az.- Yes.
0:17:01 > 0:17:04- I'm Jonnie. Nice to meet you both. - Nice to meet you, too.
0:17:04 > 0:17:06- It looks warm in there.- It is.
0:17:06 > 0:17:10- Can we try it out?- Certainly. - Go on, then!- Thank you!
0:17:11 > 0:17:14As soon as I cross the threshold, I can't resist a quick peek.
0:17:14 > 0:17:18The transformation, from what the cowboy left behind
0:17:18 > 0:17:22to what our good guys conjure up, is striking.
0:17:23 > 0:17:25The garden's looking better, too.
0:17:25 > 0:17:27From rubbish dump...
0:17:27 > 0:17:31..to safe play area for the kids
0:17:31 > 0:17:34in one fell swoop. Nice.
0:17:34 > 0:17:37Before I take a closer look at the good guys' work,
0:17:37 > 0:17:39I want to ask Az and Clare
0:17:39 > 0:17:42about when they first realised they were caught in the cowboy trap.
0:17:42 > 0:17:45- You went on holiday, I understand. - Yep.
0:17:45 > 0:17:47You came back. Then what happened?
0:17:47 > 0:17:50He'd done things a different way round to how we thought.
0:17:50 > 0:17:54We thought he would build the extension and then knock through,
0:17:54 > 0:17:57once everything was finished and the walls were tight and secure.
0:17:57 > 0:17:58That makes sense.
0:17:58 > 0:18:02- He decided that while we weren't in the house...- They'd knock through.
0:18:02 > 0:18:04..it would be easier for them to knock through.
0:18:04 > 0:18:10- So, this was contrary to the initial agreement?- Yes.
0:18:10 > 0:18:16There was also no agreement to have the extension on a different level to the rest of the house.
0:18:16 > 0:18:18How far through the process were you
0:18:18 > 0:18:21when you noticed the big slope?
0:18:21 > 0:18:23It wasn't a slope, it was a step.
0:18:23 > 0:18:26- To which you said what? - "I'm not having a step."
0:18:26 > 0:18:29"It's a bungalow. There's no steps in it."
0:18:29 > 0:18:32- A bungalow with a step! - I said, "I'm not having a step."
0:18:32 > 0:18:37"I will fall down a step. The kids will fall down a step. You're putting a slope in."
0:18:37 > 0:18:40- And then they put the slope in? - And it was like that...
0:18:40 > 0:18:42- And I went, "The kids will love that..."- Yes.
0:18:42 > 0:18:44"..but it's a little bit steep for me."
0:18:46 > 0:18:48It's a little bit steep for me, too,
0:18:48 > 0:18:51but a sloping corridor was the least of the Ahmads' problems
0:18:51 > 0:18:55when a Building Control officer paid them a visit.
0:18:55 > 0:18:58- Did Building Control sign it off? - BOTH: No.
0:18:58 > 0:19:01Building control were too busy laughing to sign anything off.
0:19:01 > 0:19:05- Building Control failed to sign this off? They refused to sign this off? - They refused.
0:19:05 > 0:19:07So you're living in a house
0:19:07 > 0:19:09with a structure that is deemed...
0:19:09 > 0:19:11- Not safe.- Yes.- Yes?
0:19:11 > 0:19:14Yes. Don't, I'll cry!
0:19:14 > 0:19:16I don't want to upset you,
0:19:16 > 0:19:22but I'm trying to understand what was going on at that moment of time.
0:19:22 > 0:19:25That was your bedroom in the new extension, wasn't it?
0:19:25 > 0:19:28Where we were with our little girl, as well.
0:19:28 > 0:19:31- Things got to a pretty low ebb. You got to a low ebb.- Yes.
0:19:31 > 0:19:33Then what happened?
0:19:33 > 0:19:37We decided to get in touch with Trading Standards because we thought, "It's not fair."
0:19:37 > 0:19:40This guy, we knew, was working on another house.
0:19:40 > 0:19:45- Doing the same, maybe, to someone else?- Yes.- Someone else's home.- Yes.
0:19:45 > 0:19:49What were you feeling when you found out he might be working somewhere else?
0:19:49 > 0:19:51I'm thinking, "I don't want them to feel what I'm feeling."
0:19:51 > 0:19:54We don't want anyone else to have to go through...
0:19:54 > 0:19:57Nobody should have to go through that.
0:19:57 > 0:20:00No, they shouldn't. And thanks to Trading Standards,
0:20:00 > 0:20:03the cowboy got his comeuppance.
0:20:03 > 0:20:05How did you feel when you found out
0:20:05 > 0:20:08that this cowboy had been sent to prison?
0:20:08 > 0:20:11We had a party! THEY LAUGH
0:20:11 > 0:20:15- Did you really?- Yep!- Yes.- We did.
0:20:15 > 0:20:18Quite right, too. Now the good guys have been,
0:20:18 > 0:20:21hopefully the Ahmads are in the party spirit again.
0:20:21 > 0:20:25Time for me to take a close look at our fellas' handiwork.
0:20:26 > 0:20:28This is better!
0:20:28 > 0:20:32This, for me, was the biggest bodge job that I saw,
0:20:32 > 0:20:34but this looks much better.
0:20:34 > 0:20:39Do you remember before, there were bits of corrugated plastic overlapping here
0:20:39 > 0:20:42and moisture gathering here?
0:20:42 > 0:20:45Now it looks like there's one long sheet.
0:20:45 > 0:20:49But more important than that, you've got this honeycomb plastic.
0:20:49 > 0:20:51You've got an air gap between two pieces of plastic,
0:20:51 > 0:20:55which has some form of thermal insulation, a bit like a conservatory roof,
0:20:55 > 0:21:00whereas before, it was like putting Clingfilm over a bowl of salad, wasn't it?
0:21:00 > 0:21:04It's been fitted properly. The timbers are painted and treated.
0:21:04 > 0:21:09But here's the other thing - one of the reasons why the previous roof was failing
0:21:09 > 0:21:10is because it was just flat.
0:21:10 > 0:21:13A great example of what the good guy has done is, look,
0:21:13 > 0:21:17you've got a finger's depth here one end,
0:21:17 > 0:21:21and you can see there's a very, very slight fall,
0:21:21 > 0:21:25but a necessary one, which means all the water is going to flow that way,
0:21:25 > 0:21:29hopefully onto a gulley. Let's have a look.
0:21:30 > 0:21:33Ah, there it is. Guttering with a downpipe,
0:21:33 > 0:21:36getting all the water off that roof.
0:21:37 > 0:21:42The good guys also removed all the building rubbish the cowboy left in the garden.
0:21:42 > 0:21:47At Az and Clare's request, they've replaced the lawn with easy-to-maintain Astroturf.
0:21:48 > 0:21:50This is brilliant!
0:21:50 > 0:21:55It looks so different. It looks phenomenal. I love it!
0:21:55 > 0:21:59But will I love the inside of the extension, too?
0:22:00 > 0:22:04Now then, this is better, isn't it? Much bigger.
0:22:04 > 0:22:07Remember the loft hatch? A child would struggle to get in.
0:22:07 > 0:22:09Now it's of a decent size
0:22:09 > 0:22:14and, hopefully, there's a way to get up there.
0:22:14 > 0:22:18Ahh! Look at that! A proper loft ladder!
0:22:18 > 0:22:22Now, let's not forget that a family live in this house, they need storage space.
0:22:22 > 0:22:26I'll be very interested to hear
0:22:26 > 0:22:30what the builder has to say about what he found when he went up there.
0:22:30 > 0:22:33What else have we got here?
0:22:33 > 0:22:37These are brand new, a complete replacement,
0:22:37 > 0:22:40which I know Clare and Az which will chuffed to bits about.
0:22:40 > 0:22:43Remember the old ones? They were hanging off.
0:22:43 > 0:22:45These aren't, are they?
0:22:45 > 0:22:49They're hung properly, straight out onto the patio area.
0:22:49 > 0:22:50This is the kids' room.
0:22:50 > 0:22:55They can go straight out into a safe area that's fenced off from the rest of the garden.
0:22:55 > 0:23:00Nice. Good Guy head honcho Neil has come to talk me through how it all went.
0:23:00 > 0:23:04Neil, you turn up to this job, what were your first thoughts?
0:23:04 > 0:23:08Unbelievable, to be honest. It, erm...
0:23:08 > 0:23:14It beggars belief why somebody would try to use a 3-by-2 rafter
0:23:14 > 0:23:17to support a roof that's four-metres long.
0:23:17 > 0:23:20- That was your primary concern - the roof?- Absolutely.
0:23:20 > 0:23:24In place of the old and woefully inadequate roof-support structure,
0:23:24 > 0:23:28Neil and the lads have installed a new system of timbers,
0:23:28 > 0:23:31guaranteed to keep that roof over the Ahmads' heads.
0:23:31 > 0:23:33- If your roof's not good, nothing's good.- No.
0:23:33 > 0:23:36That's the reason it didn't pass Building Control.
0:23:36 > 0:23:40- Has that now been signed off? - It has been signed off.- Excellent.
0:23:40 > 0:23:43That means if Clare and Az ever wanted to sell this house,
0:23:43 > 0:23:46they'd have the certificate to prove this roof is safe and sound.
0:23:46 > 0:23:50Neil and his team have certainly been busy.
0:23:51 > 0:23:54Those plastic doors looked like they were hanging down.
0:23:54 > 0:23:57Unfortunately, the patio doors had been fitted...
0:23:57 > 0:23:59They weren't brilliant to start off with,
0:23:59 > 0:24:03but they hadn't secured the glass correctly, so they were sagging.
0:24:03 > 0:24:08Consequently, there was daylight coming through the top of the doors when they were closed.
0:24:08 > 0:24:12I bet you were walking round, just everything you looked at like, "Not this!"
0:24:12 > 0:24:15Unbelievable.
0:24:15 > 0:24:17Unbelievable, indeed.
0:24:17 > 0:24:21But now the doors are delightful, the hatch is accessible
0:24:21 > 0:24:25and the bathroom ventilation is wonderful.
0:24:25 > 0:24:28There were issues from the bathroom, weren't there?
0:24:28 > 0:24:33Yes. The mechanical ventilation had just been put through the ceiling
0:24:33 > 0:24:37and the condensated air was being blown straight into the loft,
0:24:37 > 0:24:39rather than being ducted to the outside air.
0:24:39 > 0:24:42Obviously that wasn't a good look, either!
0:24:42 > 0:24:45- I can see there's a fan there now, so that's mechanically extracted out.- That's right.
0:24:45 > 0:24:47And the electrics?
0:24:47 > 0:24:51- All up to scratch now, all certified and passed.- Brilliant.- Yes.
0:24:51 > 0:24:54- It's now done.- It is. - It's now safe.- Yes.
0:24:54 > 0:24:58And you know what? Hopefully, this extension will be here in years to come,
0:24:58 > 0:25:01- as opposed to maybe falling in in a few years.- Yes.
0:25:01 > 0:25:03Good stuff!
0:25:03 > 0:25:06Good stuff, indeed.
0:25:06 > 0:25:09Now, before I do the grand tour with Az and Clare,
0:25:09 > 0:25:12I've got one last job to do.
0:25:12 > 0:25:16We always give the cowboy builders their right to reply,
0:25:16 > 0:25:22let them have the opportunity of giving us their side of things.
0:25:22 > 0:25:25- This guy's in prison. - Yes. He's at Her Majesty's pleasure!
0:25:25 > 0:25:28- Did you manage to get in touch with him?- Well...
0:25:28 > 0:25:32- ..it kind of puts a full stop after that statement, doesn't it?- It does.
0:25:32 > 0:25:34You've played your part in putting him there.
0:25:34 > 0:25:36A little bit.
0:25:36 > 0:25:37You've given evidence.
0:25:37 > 0:25:41- Are you pleased with how you've acted?- Yes, definitely.
0:25:41 > 0:25:44Hopefully, he's had a chance to sit and think,
0:25:44 > 0:25:47"Ooh, well, maybe I won't get away with it again."
0:25:47 > 0:25:50- Well...- Because I don't think for one minute he thought
0:25:50 > 0:25:56that we would actually follow with the Trading Standards.
0:25:56 > 0:25:59It's quite some warning shot over other cowboys, isn't it?
0:25:59 > 0:26:02Someone's been stopped doing this
0:26:02 > 0:26:04- and something's been put right. - BOTH: Yes.
0:26:04 > 0:26:07If you had to build another extension,
0:26:07 > 0:26:10- I know you're not minded to at the moment...- Not at the minute!
0:26:10 > 0:26:13..but if you had to do this again, what would you do different?
0:26:13 > 0:26:16I'd go straight to Trading Standards and say...
0:26:16 > 0:26:22"Can we get the copy of vetted builders?" and use them.
0:26:22 > 0:26:24If you saw the original cowboy,
0:26:24 > 0:26:27currently at Her Majesty's pleasure,
0:26:27 > 0:26:31- what would you say to him? - I've got no words for him.
0:26:31 > 0:26:34I just feel so let down. I thought I'd done enough research,
0:26:34 > 0:26:38I thought I'd done what I needed to do
0:26:38 > 0:26:42and I thought I'd found somebody that I could trust,
0:26:42 > 0:26:44but he messed us around
0:26:44 > 0:26:47and we're not going to take that lying down.
0:26:47 > 0:26:49There was too much at stake.
0:26:49 > 0:26:52Good for you. Because you didn't take it lying down,
0:26:52 > 0:26:55it means other people might not have to come across him.
0:26:55 > 0:26:59- Let's hope so. They certainly haven't done this past year.- That's true.
0:27:00 > 0:27:05It's thanks to the courage of Az and Clare getting the cowboy prosecuted,
0:27:05 > 0:27:08and the skill of our good guys in putting a bodge-job right,
0:27:08 > 0:27:10that this story has a happy ending.
0:27:10 > 0:27:13It's time for the bit I've been waiting for -
0:27:13 > 0:27:16the grand tour with the happy family.
0:27:16 > 0:27:19Now, this is the children's room, right?
0:27:19 > 0:27:21- Yes.- It is, yes.
0:27:21 > 0:27:24The first thing I noticed,
0:27:24 > 0:27:26with two children running around the place,
0:27:26 > 0:27:29it looked fairly tidy, it was empty of stuff,
0:27:29 > 0:27:31but you've now got storage space above here, haven't you?
0:27:31 > 0:27:33At long last!
0:27:33 > 0:27:36You didn't even have a loft because you couldn't get into it.
0:27:36 > 0:27:40Practicality-wise, you've got storage, of course,
0:27:40 > 0:27:42but I know the builder's been up there
0:27:42 > 0:27:45- and done allsorts of work.- Yes.
0:27:45 > 0:27:48Now you've got all these building works signed off.
0:27:48 > 0:27:52I've got a safe room. That's all that matters to me.
0:27:52 > 0:27:55We're never going to sell it.
0:27:55 > 0:28:01It's just knowing that the room's not going to collapse on us in there, or the kids in here.
0:28:01 > 0:28:03Your family home...
0:28:03 > 0:28:07- I mean, that must be a huge peace of mind.- Yes.
0:28:07 > 0:28:10Now, this is obviously the children's room,
0:28:10 > 0:28:14but they are able to spill out onto the garden.
0:28:14 > 0:28:17- I've noticed these - they're new right?- They are.
0:28:17 > 0:28:21- It's boiling in here, isn't it? Absolutely roasting!- It is so nice.
0:28:21 > 0:28:25- No draught. It's just wonderful. - It's wonderful.
0:28:25 > 0:28:29- Then again, these are simple things you shouldn't have to look out for. - I know.
0:28:29 > 0:28:32- But...- It opens!- It opens.
0:28:32 > 0:28:36- Before, you must've been... - "Quick! Hold the kids!"
0:28:36 > 0:28:41It shuts without actually needing to tug at it, push it...
0:28:41 > 0:28:43Lift it up and pull it.
0:28:44 > 0:28:48Being able to shut a door without it becoming a tug of war,
0:28:48 > 0:28:49nice, that!
0:28:49 > 0:28:52Right, time to hear what they think of their new lawn.
0:28:52 > 0:28:55It's been too cold for the kids to play outside,
0:28:55 > 0:28:58but some things are worth waiting for, eh?
0:28:59 > 0:29:02Now then, outside is fairly new to you guys,
0:29:02 > 0:29:05- or to some members of the family. - To the kids, yes.
0:29:05 > 0:29:08They've not really seen it during the day.
0:29:08 > 0:29:12This is someone else's house, isn't it?!
0:29:12 > 0:29:14No, apparently it's actually ours.
0:29:14 > 0:29:18Looking around, it looks pretty child-proof.
0:29:18 > 0:29:20- It is.- Yes.- Pretty much!
0:29:20 > 0:29:25- We're secured on that side. - Secure that side.- That way, as well.
0:29:25 > 0:29:29When you think the size of the garden we've still got with the extension, as well,
0:29:29 > 0:29:31it's just fantastic.
0:29:31 > 0:29:33I'm going to let you enjoy your garden.
0:29:33 > 0:29:36Well, before you guys go, thank you, Cowboy Trap.
0:29:36 > 0:29:39It's the builders that have done the good work.
0:29:39 > 0:29:42- Hopefully, it's restored your faith in builders.- BOTH: It has.
0:29:42 > 0:29:47- And in the nicest possible way, I'll hopefully never see you again! - I hope so, too!
0:29:47 > 0:29:51- See you guys later!- Thanks. - All the best.- Bye!
0:29:51 > 0:29:53What a lovely note to end on -
0:29:53 > 0:29:57a thrilled family, and a safe one, too.
0:29:57 > 0:30:00I'm chuffed to bits we were able to help
0:30:00 > 0:30:03Clare, Az and the children out of the mess they were left in.
0:30:03 > 0:30:07Plus, they've got that all-important Building Control sign-off, too,
0:30:07 > 0:30:10which is clearly a weight off their mind.
0:30:10 > 0:30:13It's good to remember, there are plenty of good builders out there,
0:30:13 > 0:30:16you've just got to go through the right process to find them.
0:30:18 > 0:30:23Now we're off to revisit someone we first met in 2010.
0:30:23 > 0:30:26This cowboy-trap story revolved around a builder
0:30:26 > 0:30:29who had the cheek to charge an exorbitant amount of money
0:30:29 > 0:30:32for an exorable excuse of a job.
0:30:32 > 0:30:36Three years ago, Dorset teacher Ann had just become a grandmother
0:30:36 > 0:30:41and wanted to create extra space in her bungalow for when her family came to stay.
0:30:41 > 0:30:45Her loft had already been converted, so just needed a dormer window and staircase.
0:30:45 > 0:30:50And she thought get a downstairs shower room and new kitchen done, too.
0:30:50 > 0:30:53She knew it would cost a lot but thought it was well worth it,
0:30:53 > 0:30:57so commissioned an architect to draw up designs.
0:30:57 > 0:31:00When he did, she liked what she saw.
0:31:00 > 0:31:04With plans in place and a £50,000 mortgage to pay for the work,
0:31:04 > 0:31:07Ann set about finding a builder.
0:31:07 > 0:31:12This being a big old job, you'd think she be scrupulous about checking his credentials.
0:31:12 > 0:31:17Unfortunately, this was one test the school teacher failed by a mile.
0:31:18 > 0:31:20Ann found a builder through Yellow Pages.
0:31:20 > 0:31:24When he came round to quote, first impressions were positive.
0:31:24 > 0:31:27He was very, very reassuring.
0:31:27 > 0:31:28He'd put his arm around me -
0:31:28 > 0:31:31"Everything's fine. Don't worry about it."
0:31:31 > 0:31:35The builder came up with a quote of £50,000.
0:31:35 > 0:31:38Ann gave him the green light and work commenced.
0:31:38 > 0:31:43The job was so extensive, she had to move out whilst it was going on.
0:31:43 > 0:31:49When she came back to check up on progress, she was worried about the sheer shoddiness of the work.
0:31:49 > 0:31:51And that wasn't the only thing.
0:31:51 > 0:31:55There were also big question marks about his devotion to duty.
0:31:55 > 0:32:00A couple of neighbours said, "They're not arriving till ten and they're leaving at three."
0:32:00 > 0:32:04Oh, and I arrived and they had a barbeque going!
0:32:04 > 0:32:07A crowd of workmen had a barbeque on the garden going
0:32:07 > 0:32:10and they'd broken the back gate getting in.
0:32:10 > 0:32:15Barbeque? Broken back gate? What kind of builders were these?
0:32:15 > 0:32:19OK, you know the show - no need to answer that.
0:32:19 > 0:32:22I like a piece of chargrilled meat as much as the next man,
0:32:22 > 0:32:25but to spark up a barbeque in a client's garden,
0:32:25 > 0:32:27well, that's takes real sauce.
0:32:27 > 0:32:29And as for that broken back gate,
0:32:29 > 0:32:34sadly, it wasn't the only thing this builder's blundering team damaged.
0:32:34 > 0:32:39Ann popped in to see him one day and couldn't believe what he said.
0:32:39 > 0:32:41"One of my builders fell though the ceiling
0:32:41 > 0:32:44"so I've got to replaster the ceiling in here.
0:32:44 > 0:32:47"And I had to have the building regs people out
0:32:47 > 0:32:52"and I've had to move a beam..." one of the beams that he put in,
0:32:52 > 0:32:56and he said, "The price is going to have to go up by £9,000."
0:32:56 > 0:33:00I said, "I can't afford £9,000! I told you, I'm on my limit."
0:33:00 > 0:33:03Well, by this point, I'd have been well beyond mine!
0:33:03 > 0:33:05Ann's garden looked like a disaster zone.
0:33:05 > 0:33:08The bathroom was in a state of chaos,
0:33:08 > 0:33:12and the builder saying she was liable for the damage caused by one of his team
0:33:12 > 0:33:15was wrong, wrong, wrong.
0:33:16 > 0:33:18Take my advice...
0:33:41 > 0:33:46Unfortunately, Ann didn't know that at the time and promptly forked out.
0:33:46 > 0:33:48Nightmare.
0:33:48 > 0:33:52With the builder's demands for more money, Ann's funds were soon spent.
0:33:52 > 0:33:54But the build was far from finished.
0:33:54 > 0:33:57This cowboy knew he had her over a barrel
0:33:57 > 0:33:59and had no qualms about using allsorts of threats
0:33:59 > 0:34:01to force her to borrow money.
0:34:01 > 0:34:04The builder sat Ann down
0:34:04 > 0:34:08and, well, there's no nice way to put this, he basically blackmailed her.
0:34:08 > 0:34:12He said, "Look, you've got to think about this realistically.
0:34:12 > 0:34:15"This house is not saleable, other than a piece of land.
0:34:15 > 0:34:19"It is rubble. I'm a leading mason, you're not going to get another builder in.
0:34:19 > 0:34:22"You're going to have to find that money."
0:34:22 > 0:34:24And guess what, Ann was so terrified
0:34:24 > 0:34:28she borrowed even more cash as a result of his demands.
0:34:28 > 0:34:30She'd handed over £5,000,
0:34:30 > 0:34:34with an agreement to pay another 4,000 when the work was complete.
0:34:34 > 0:34:36But days before she was due to move back in
0:34:36 > 0:34:39things reached crisis point.
0:34:39 > 0:34:43There was still no kitchen, and when Ann raised that rather significant point
0:34:43 > 0:34:46the builder demanded even more money.
0:34:46 > 0:34:52He said, "I need another few thousand off you for the carpenter."
0:34:52 > 0:34:55I said, "What? I told you, I'm not paying."
0:34:55 > 0:34:58He said, "Well, if you're not paying, we're pulling out."
0:34:58 > 0:35:01And he did, but not before adding further insult
0:35:01 > 0:35:05to the severe injury he'd inflicted on Ann's finances.
0:35:05 > 0:35:06I drove off in tears.
0:35:06 > 0:35:09I just drove round the block. I thought, "I've got to go back!"
0:35:09 > 0:35:13I came back and they were just loading everything onto the vans.
0:35:13 > 0:35:15They were taking the radiators off the walls,
0:35:15 > 0:35:19they were stripping the house off.
0:35:19 > 0:35:22He said, "You either give me my money or I'm stripping the house out."
0:35:22 > 0:35:26Crikey! How low was this guy willing to go?
0:35:26 > 0:35:29Ann contacted the police and her solicitor, but they said they couldn't help,
0:35:29 > 0:35:32despite the fact that she'd handed over £55,000
0:35:32 > 0:35:36and had no kitchen or bathroom to show for it.
0:35:36 > 0:35:39And her water and electricity had been disconnected, too.
0:35:39 > 0:35:41Truly appalling.
0:35:41 > 0:35:44But you know the plot. Just when Ann was at her lowest ebb,
0:35:44 > 0:35:48the cavalry arrived in the shape of our good guys.
0:35:48 > 0:35:51It was too big a botch for them to fix everything,
0:35:51 > 0:35:53so it was time to prioritise.
0:35:53 > 0:35:57Every house needs a functioning bathroom.
0:35:57 > 0:36:00You can always buy takeaways but you do need to wash.
0:36:00 > 0:36:03They set about their task with gusto,
0:36:03 > 0:36:07first up, putting right that terrible tiling.
0:36:07 > 0:36:10And, of course, that sink needed sorting, too.
0:36:10 > 0:36:14The final product - a bathroom to die for,
0:36:14 > 0:36:17a super sink, terrific tiling
0:36:17 > 0:36:20and stupendous shower.
0:36:20 > 0:36:24Plus, they fixed the water supply and drainage, too.
0:36:24 > 0:36:28When you compare the cowboys' bodges...
0:36:28 > 0:36:30..to the good guys' brilliance,
0:36:30 > 0:36:33there's no comparison, is there?
0:36:35 > 0:36:40There was still much to do, but Ann's dream was back on track.
0:36:40 > 0:36:42Now it was over to her.
0:36:42 > 0:36:46Would she use this as a springboard to go on and complete the rest of her ideal home?
0:36:46 > 0:36:49Only time would tell.
0:36:55 > 0:36:58It's been three years since we last saw Ann
0:36:58 > 0:37:02and we helped get her back on track by fixing that botched bathroom.
0:37:02 > 0:37:04Now, there was loads of work still to be done,
0:37:04 > 0:37:07so let's see how she's got on.
0:37:07 > 0:37:09I do hope Ann's life is back on track.
0:37:09 > 0:37:13It must've been awful being taken for all that money.
0:37:13 > 0:37:16- Hello, Ann. How are you? - I'm well. Hello, Jonnie. Come on in.
0:37:16 > 0:37:20- I've brought the weather with me! - It's beautiful! Come and see what I've done.
0:37:20 > 0:37:25Crikey! What an incredible sight as soon as I step foot in the house.
0:37:25 > 0:37:28This is a pretty impressive hallway.
0:37:28 > 0:37:31Remember what it looked like before?
0:37:31 > 0:37:35The transformation is remarkable.
0:37:35 > 0:37:39- Things, I would say, have moved on. - Yes, I'm delighted with it.
0:37:39 > 0:37:45What an entrance! I'm thinking, "Dynasty! The Colbys!"
0:37:45 > 0:37:48No, this was the key to the design. I like light.
0:37:48 > 0:37:51- I wanted light in the house. - You've certainly got that.
0:37:51 > 0:37:54It's a very impressive entrance hall.
0:37:54 > 0:37:58Well, that's great news. I'm loving the layout of the pictures.
0:37:58 > 0:38:01The whole area is so light and welcoming.
0:38:01 > 0:38:05And the use of colour - Ann's clearly got great taste.
0:38:06 > 0:38:09What are your guests like when they come in here?
0:38:09 > 0:38:13Your first impression is, "Wow!" isn't it?
0:38:13 > 0:38:15- It looks beautiful. - I'm really pleased with it.
0:38:15 > 0:38:18- It's how I wanted it to look.- It is.
0:38:18 > 0:38:22I thought I would never get there after I was so badly ripped off.
0:38:22 > 0:38:24Well, got there you did.
0:38:24 > 0:38:29That's amazing, bearing in mind the disaster zone the bad guys left her with.
0:38:29 > 0:38:33Remember what the bathroom looked like when the cowboy walked out?
0:38:33 > 0:38:35Wouldn't fancy washing in here, would you?
0:38:35 > 0:38:39After our good guys left, the bathroom looked like this...
0:38:42 > 0:38:44And here it is today, tastefully decked out.
0:38:44 > 0:38:47Well, what would you expect from Ann?
0:38:47 > 0:38:52- It's been some time now. It's stood up well, hasn't it? - Oh, it's wonderful.
0:38:52 > 0:38:53I'm really pleased with it.
0:38:53 > 0:38:57It gets a lot of use. Two grandchildren sleep downstairs, they shower and use the loo.
0:38:57 > 0:39:02I love that it's tiled everywhere. It makes it much more practical.
0:39:02 > 0:39:04This is the room, once it was done,
0:39:04 > 0:39:07I'm not sure it was a light at the end of the tunnel,
0:39:07 > 0:39:10but this was part of your jigsaw,
0:39:10 > 0:39:13the first piece that was laid down properly, wasn't it?
0:39:13 > 0:39:15It was hope that I would actually get there,
0:39:15 > 0:39:18because I thought I had been destroyed.
0:39:18 > 0:39:21The house had been destroyed and I thought I'd never get there.
0:39:21 > 0:39:25It was a big project to take on and I knew it would be a challenge,
0:39:25 > 0:39:30but when the rogue builder left, I wasn't sure that I was going to survive.
0:39:30 > 0:39:34Well, Ann survived so well, I think Gloria Gaynor would be proud of her.
0:39:34 > 0:39:37Check out this new open-plan kitchen
0:39:37 > 0:39:40compared to what it looked like before.
0:39:40 > 0:39:45It's a very light and social space, with that big entrance hall, big flow, isn't there?
0:39:45 > 0:39:48Light was a big drive in my design.
0:39:48 > 0:39:52The architects were very good at making sure I got maximum light.
0:39:52 > 0:39:56That was the whole thing - you had the design years ago.
0:39:56 > 0:39:58It was the people to put that design into practice
0:39:58 > 0:40:02- that let you down, wasn't it? - It was! It was!
0:40:02 > 0:40:05When you compare what the cowboy left Ann with
0:40:05 > 0:40:07to how she's transformed it,
0:40:07 > 0:40:10you can see why she's on cloud nine.
0:40:10 > 0:40:14Now it just looks... It's finished.
0:40:14 > 0:40:17- Your home inside, it's all done, isn't it?- It is.
0:40:17 > 0:40:20The decoration's mine, the colour scheme and everything.
0:40:20 > 0:40:23You're clearly proud of it
0:40:23 > 0:40:26- now you've put your stamp on it. - That's what I wanted to do.
0:40:26 > 0:40:29Did you ever think you'd get to this stage before?
0:40:29 > 0:40:32Ooh... I'd lost hope, to be fair.
0:40:32 > 0:40:36Until the show came in and restarted me,
0:40:36 > 0:40:39I had lost hope, I must say.
0:40:39 > 0:40:43Ann has done a simply staggering job bringing this house to life.
0:40:43 > 0:40:47Right, time for a heart-to-heart with the good lady herself.
0:40:47 > 0:40:52I want to hear what she learned from her Cowboy Trap experience.
0:40:52 > 0:40:54How did you find this builder?
0:40:54 > 0:40:57- You went through some standard protocol, didn't you?- I did.
0:40:57 > 0:41:00I had three quotes.
0:41:00 > 0:41:05When I say I went with the cheapest, I think there was £2,000 difference.
0:41:05 > 0:41:09The thing that really appealed to me was that he could start immediately.
0:41:09 > 0:41:13And looking back, I should've known that wasn't good.
0:41:13 > 0:41:18But the other builders, the quotes were very similar,
0:41:18 > 0:41:21they couldn't start for four, five months, and I didn't want to wait!
0:41:21 > 0:41:24I'd got the money ready! I should've known.
0:41:24 > 0:41:29And another thing, you know how you get hindsight and you look back?
0:41:29 > 0:41:33He said, "Give me £5,000 deposit and book to go away
0:41:33 > 0:41:37"but I'll start after the August holiday. I'm taking my family away."
0:41:37 > 0:41:40So I gave him £5,000 two weeks before he even started work.
0:41:40 > 0:41:41- To go on holiday with.- Yes!
0:41:41 > 0:41:43Oh, Ann!
0:41:43 > 0:41:46Well, they do say hindsight is a wonderful thing.
0:41:46 > 0:41:51But at least she's been much wiser in her dealings with builders ever since.
0:41:51 > 0:41:54The good builders that I've had have come in,
0:41:54 > 0:41:57talked through what they're going to do and booked me a time in.
0:41:57 > 0:41:59- Yes.- I've learnt an awful lot.
0:41:59 > 0:42:02Did you pay big deposits up front with the good builders?
0:42:02 > 0:42:04No, not at all. I paid when they finished.
0:42:04 > 0:42:07That's more like it. Strategies like that
0:42:07 > 0:42:10help you avoid nightmares like this...
0:42:10 > 0:42:14- How do you feel about him now? - Furious.- You're still angry, aren't you?- I am.
0:42:14 > 0:42:18I've got his advertising board underneath my dustbin
0:42:18 > 0:42:21and every time I go to the bin, I stamp on it.
0:42:21 > 0:42:23Still!
0:42:23 > 0:42:25And who can blame her?
0:42:25 > 0:42:29But the good news for Ann is, all's well that ends well.
0:42:29 > 0:42:32Since our good-guy builders have left,
0:42:32 > 0:42:35you've universally, comprehensively done this house.
0:42:35 > 0:42:39I've got the building regs cleared, I've got all the solid work done
0:42:39 > 0:42:42and I've done the decoration, the bits I wanted to do.
0:42:42 > 0:42:45You think of a renovation project, and it's a paint brush,
0:42:45 > 0:42:49- well, I've done the paint brush bit! - Well done. Good for you.- Thank you.
0:42:50 > 0:42:55Good for Ann, indeed. Time for me to bid her a fond farewell.
0:42:55 > 0:43:01It's fantastic to see first-hand just how much Ann has achieved here.
0:43:01 > 0:43:02You can see for yourself.
0:43:02 > 0:43:06She's got her confidence back when it comes to dealing with builders
0:43:06 > 0:43:08and she's learnt a thing or two along the way.
0:43:08 > 0:43:12Three years later, since we fixed that botched-up bathroom,
0:43:12 > 0:43:15she's now achieved what she set out to.
0:43:15 > 0:43:17She's got this dream home
0:43:17 > 0:43:21but her family are here, enjoying it with her.
0:43:21 > 0:43:24Subtitles by Red Bee Media Ltd