0:00:08 > 0:00:09All over the country,
0:00:09 > 0:00:13cowboy builders are riding roughshod over people's dreams.
0:00:13 > 0:00:17We arrived back and opened the door and saw...
0:00:17 > 0:00:20literally nothing being done in the house. And my heart sank.
0:00:20 > 0:00:25No job too big or too small for these jacks of no trades.
0:00:25 > 0:00:27Heating bills go through the roof,
0:00:27 > 0:00:29while it's left in that sort of condition.
0:00:29 > 0:00:32I'm riding into town with the good guys in my posse,
0:00:32 > 0:00:36aiming to turn these botched builds into ideal homes.
0:00:36 > 0:00:39I put my trust in this person, I didn't have any doubts.
0:00:39 > 0:00:41My guard was probably down.
0:00:41 > 0:00:45And as always, I'll be revealing the cowboy tricks of the trade,
0:00:45 > 0:00:47which is why the next 30 minutes
0:00:47 > 0:00:50could well keep you out of the Cowboy Trap.
0:00:59 > 0:01:02Today, Cowboy Trap is a stone's throw from Glasgow,
0:01:02 > 0:01:05an exuberant and trendy city,
0:01:05 > 0:01:09brimming with great architecture, shopping and restaurants.
0:01:09 > 0:01:11It's not surprising Glasgow was once dubbed
0:01:11 > 0:01:16the UK's coolest city and that's not because of its weather,
0:01:16 > 0:01:19though it does seem to get more than its fair share of rain here.
0:01:19 > 0:01:23A short drive from Glasgow is the magnificent scenery
0:01:23 > 0:01:25of the Trossachs National Park.
0:01:25 > 0:01:30Here behind me is Loch Lomond, the largest lake in Great Britain
0:01:30 > 0:01:32and immortalised in song, of course.
0:01:32 > 0:01:36Back in the 18th century, it was home to the outlaw Rob Roy,
0:01:36 > 0:01:40a folk hero known as the Scottish Robin Hood.
0:01:40 > 0:01:43Sadly, a bandit of the less romantic variety
0:01:43 > 0:01:45has been operating around these parts,
0:01:45 > 0:01:50a cowboy builder, who so far has gotten away scot-free.
0:01:51 > 0:01:53I'm sure some of you will have spotted
0:01:53 > 0:01:56that Loch Lomond's not a lake, it's a loch,
0:01:56 > 0:02:00but whatever you call it, there's an abundance of water out there.
0:02:00 > 0:02:03There's plenty of cowboy builders around these parts, too,
0:02:03 > 0:02:06and one of them targeted this three-bedroom semi
0:02:06 > 0:02:09in the Glasgow suburb of East Kilbride.
0:02:09 > 0:02:12It's home to Carole and Tommy Cairns
0:02:12 > 0:02:14and their children, Caitlin and Tommy Jr.
0:02:14 > 0:02:19Carole is a nursery nurse and Tommy Snr works as a driving instructor.
0:02:19 > 0:02:21The couple met through a mutual friend
0:02:21 > 0:02:24when they were living in the East End of Glasgow.
0:02:24 > 0:02:29Tommy was a keen weightlifter and Carole knew someone at his gym.
0:02:29 > 0:02:34I met Carole through the actual coach of the weightlifting.
0:02:35 > 0:02:39His wife at the time, Carole was a mutual friend of her.
0:02:39 > 0:02:45He's active, he's fit, he's passionate about his weightlifting,
0:02:45 > 0:02:49what he's doing and I thought, "Yeah, he's a nice guy."
0:02:49 > 0:02:54When Carole and Tommy decided to buy their first property together,
0:02:54 > 0:02:57they opted for East Kilbride because Tommy had a job offer there.
0:02:57 > 0:03:02They moved to this semi, not far from Glasgow, in 2002.
0:03:02 > 0:03:04Life hasn't been easy for the Cairns.
0:03:04 > 0:03:08Young Tommy was diagnosed with autism when he was four years old
0:03:08 > 0:03:11and caring for him has proved challenging.
0:03:11 > 0:03:16Kids change your life, because it all suddenly becomes about them,
0:03:16 > 0:03:20rather than about my life and what I want.
0:03:20 > 0:03:23I think every parent is working towards
0:03:23 > 0:03:27giving the best life for their kids as they can.
0:03:27 > 0:03:31With the kids growing up, Carole and Tommy needed more space,
0:03:31 > 0:03:35because it wouldn't be long before Caitlin was a teenager
0:03:35 > 0:03:38and she and her brother had shared bunk beds in their small bedroom.
0:03:38 > 0:03:43A situation that already wasn't ideal, given his condition.
0:03:43 > 0:03:47So, the couple, like most people in this current economic climate,
0:03:47 > 0:03:49decided rather than buy a new property,
0:03:49 > 0:03:51they'd build an extension.
0:03:51 > 0:03:56We'll just extend and stay where the children know,
0:03:56 > 0:04:01stay where they're happy and extend the house and just live here
0:04:01 > 0:04:03and hopefully this is the forever house.
0:04:03 > 0:04:06Tommy and Carole's dream
0:04:06 > 0:04:08was to have a master bedroom with en suite upstairs
0:04:08 > 0:04:12and a playroom and kitchen extension downstairs.
0:04:12 > 0:04:17The next step - find a builder to bring that dream to life.
0:04:17 > 0:04:20Tommy, who still trains regularly at the gym,
0:04:20 > 0:04:22mentioned his plans to some of his mates there
0:04:22 > 0:04:26and one of them recommended a local builder.
0:04:26 > 0:04:29He said he'd known him for 30 years and what's more,
0:04:29 > 0:04:32he lived just around the corner from the couple.
0:04:32 > 0:04:34Now, on the basis of that recommendation
0:04:34 > 0:04:38and that recommendation alone, he got the gig!
0:04:38 > 0:04:41Tommy and Carole felt it was a safe bet.
0:04:41 > 0:04:45But this being Cowboy Trap, it would prove their undoing.
0:04:47 > 0:04:49I'm looking for somebody that I could trust
0:04:49 > 0:04:51and you should be able to trust a recommendation.
0:04:52 > 0:04:55Here's some words of wisdom.
0:05:16 > 0:05:21The Cairns' builder came round for a look and quoted £46,000.
0:05:21 > 0:05:24This was to build the extension, creating a utility room,
0:05:24 > 0:05:26bedroom and playroom.
0:05:26 > 0:05:29French doors were to be installed in the existing kitchen,
0:05:29 > 0:05:32built through into the extension.
0:05:32 > 0:05:34The Cairns realised this was a big investment,
0:05:34 > 0:05:38so they got a couple of other builders in to quote, too.
0:05:38 > 0:05:43A second builder visited the property and quoted the Cairns £40,000,
0:05:43 > 0:05:47which was six grand less than they'd been quoted by the first builder,
0:05:47 > 0:05:53who promptly agreed to drop his price by £6,000, to match the second quote.
0:05:53 > 0:05:56Tommy and Carole agreed, but there was no written quotation
0:05:56 > 0:06:00or contract drawn up, which was a big mistake.
0:06:00 > 0:06:04I put my trust in this person, I didn't have any doubts,
0:06:04 > 0:06:08guard was probably down. He lived close to me.
0:06:08 > 0:06:10How could I go wrong?
0:06:11 > 0:06:15Planning permission was granted in May 2011,
0:06:15 > 0:06:17and the builder began work, assuring them
0:06:17 > 0:06:20it'd be finished in 12 weeks.
0:06:20 > 0:06:24At first, things seemed fine, although the builder did insist
0:06:24 > 0:06:29that payments were to be made in cash and the Cairns never got receipts.
0:06:29 > 0:06:31Oops!
0:06:31 > 0:06:34In July, Carole and Tommy paid the builder
0:06:34 > 0:06:38the final instalment of £4,000, before heading off to Florida
0:06:38 > 0:06:41with the children on a once-in-a-lifetime holiday.
0:06:41 > 0:06:43The builder promised that the work would be finished
0:06:43 > 0:06:47while they were away and the kids spent the holiday
0:06:47 > 0:06:51planning what they wanted to do with their new bedrooms on their return.
0:06:51 > 0:06:55But when the family got home, they were in for a terrible shock.
0:06:56 > 0:06:59We arrived back and opened the door and saw...
0:06:59 > 0:07:04literally nothing being done in the house. And my heart sank.
0:07:04 > 0:07:07I really felt let down...
0:07:07 > 0:07:10very disappointed and angry.
0:07:11 > 0:07:14Carole and Tommy couldn't believe their eyes.
0:07:14 > 0:07:18The walls had been taken down and there was dust everywhere!
0:07:20 > 0:07:24They had no heating or hot water and there were no cooking facilities
0:07:24 > 0:07:28because the kitchen hadn't been fitted.
0:07:28 > 0:07:30The house was in such a mess, the entire family
0:07:30 > 0:07:34had to sleep in one bedroom.
0:07:34 > 0:07:37My boy asked me why were the builders doing this to us.
0:07:39 > 0:07:41I think that says it all.
0:07:41 > 0:07:45Things were so bad, the Cairns decided to move into a caravan
0:07:45 > 0:07:49in their friend's back garden while the builder finished the job.
0:07:49 > 0:07:53When Carole and Tommy returned home to check on the work,
0:07:53 > 0:07:56they noticed a distinct change in the builder's attitude,
0:07:56 > 0:07:59now he'd got his final payment.
0:07:59 > 0:08:01I was trying to get relations back on course,
0:08:01 > 0:08:05when they were fitting the kitchen and stuff like that,
0:08:05 > 0:08:08but it was clear they weren't interested after that.
0:08:08 > 0:08:11The kitchen fitting was part of his quote,
0:08:11 > 0:08:14but the builder's heart just wasn't in it.
0:08:14 > 0:08:17He was opening the boxes, telling me he hates doing them,
0:08:17 > 0:08:19but I kind of just laughed that off a wee bit
0:08:19 > 0:08:21and said, "Do your magic" at the time,
0:08:21 > 0:08:25hopefully that he would just kind of put the effort in
0:08:25 > 0:08:28and fit the kitchen that he was paid for.
0:08:28 > 0:08:32By this point, the Cairns had paid £39,200.
0:08:32 > 0:08:37The build was way behind schedule, the builder's attitude was terrible,
0:08:37 > 0:08:42and to make things even worse, the quality of his work was shocking.
0:08:42 > 0:08:45You could see the faults were really bad in the kitchen,
0:08:45 > 0:08:48at that point, there was still quite a bit to do.
0:08:48 > 0:08:53There was still a lot of snagging to do, we couldn't put down our floor,
0:08:53 > 0:08:55we still couldn't really paint...
0:08:55 > 0:08:58y'know, the house was still not properly livable in.
0:08:58 > 0:09:00There's still no proper cooking facilities.
0:09:00 > 0:09:04The Cairns were forced to eat at a nearby supermarket cafe
0:09:04 > 0:09:07and shower in the local sports centre.
0:09:07 > 0:09:10Poor Carole was at the end of her tether.
0:09:10 > 0:09:12Trying to get the children to do their homework
0:09:12 > 0:09:15while they're sitting in a supermarket cafe,
0:09:15 > 0:09:18and then going down to the sports centre
0:09:18 > 0:09:20to get a shower to come home to go to bed
0:09:20 > 0:09:23and then, you know, you've got to plan for the next day,
0:09:23 > 0:09:25trying to get packed lunches ready for school,
0:09:25 > 0:09:29trying to get everybody ready for work and then getting up,
0:09:29 > 0:09:34basically get out for work, up and out, within 15 minutes
0:09:34 > 0:09:38so that you're not hanging about in a freezing cold house.
0:09:38 > 0:09:43In September 2011, the builder said he was taking a two-week break.
0:09:43 > 0:09:45Two weeks became three...
0:09:45 > 0:09:49then four, then five...
0:09:49 > 0:09:52but the builder didn't come back.
0:09:52 > 0:09:55In fact, he had the cheek to post a bill through the Cairns' door,
0:09:55 > 0:09:59demanding £725 for extras.
0:10:00 > 0:10:04To date, with materials and repair work added in,
0:10:04 > 0:10:08Carole and Tommy have spent a staggering 48 grand
0:10:08 > 0:10:12to better their home for the sake of their children.
0:10:12 > 0:10:15How shameful, then, that things turned out the way they did.
0:10:17 > 0:10:19Carole and Tommy have had to spend more money
0:10:19 > 0:10:22refitting the kitchen, replastering the walls
0:10:22 > 0:10:24and replacing the dodgy doorways.
0:10:24 > 0:10:27Tommy Jr and Caitlin are still sharing a room
0:10:27 > 0:10:29because the new bedroom is unusable.
0:10:29 > 0:10:31Tommy was really let down.
0:10:31 > 0:10:35Tommy wanted the room to have his friends up for his birthday.
0:10:35 > 0:10:37That obviously never happened.
0:10:37 > 0:10:43Understandably, the emotional impact on the Cairns has been significant.
0:10:43 > 0:10:45I eventually had to be off work.
0:10:45 > 0:10:49I was diagnosed with depression and on medication...
0:10:52 > 0:10:56..and I really just didn't see the point in carrying on.
0:10:56 > 0:11:00If it had just been Tommy and I, I don't think we'd have been together.
0:11:00 > 0:11:04But we have commitments, we have a family,
0:11:04 > 0:11:06we have to be strong, for the family.
0:11:06 > 0:11:09We were at the point where we needed to see an end to all of this,
0:11:09 > 0:11:11we needed to put this behind us.
0:11:11 > 0:11:15It's a horrible mess, isn't it? And it's a real reminder
0:11:15 > 0:11:18of the devastating consequences of allowing a cowboy builder
0:11:18 > 0:11:21into your home can be.
0:11:21 > 0:11:27Carole and Tommy deserve some help to get their dream back on track.
0:11:27 > 0:11:29- A-ha, you must be Carole.- Yes, I am.
0:11:29 > 0:11:33- I'm Clive from Cowboy Trap. You must be Tommy.- How you doing? - I'm good, I'm good.
0:11:33 > 0:11:37I say I'm good, but when I approach people's houses I'm not so good,
0:11:37 > 0:11:39especially what I can see from the outside.
0:11:39 > 0:11:41I know you've had cowboy builder problems,
0:11:41 > 0:11:44what I'm going to say to you is, it's chilly willy at the moment,
0:11:44 > 0:11:46you stay inside, keep warm and if you don't mind,
0:11:46 > 0:11:48I'll have a wander around the outside of the house
0:11:48 > 0:11:51- and I'll come and see you later if that's all right.- OK.
0:11:51 > 0:11:54Lovely, nice to see you anyway. Catch you in a little while.
0:11:55 > 0:11:59See, straightaway when I was walking up to the house,
0:11:59 > 0:12:01you know, it's always the same.
0:12:01 > 0:12:04You get ideas in your head and you think, "Oh, no, that's such a mess!"
0:12:04 > 0:12:06Come take a look, first of all.
0:12:06 > 0:12:09As you look at the property, you'll see where this sort of extension is,
0:12:09 > 0:12:13sort of porch extension, if you like, you'll see the tiles.
0:12:13 > 0:12:15They're obviously ridged cement-based tiles,
0:12:15 > 0:12:19but look how they come down, right into the guttering themselves.
0:12:19 > 0:12:21Now, the problem with THAT is,
0:12:21 > 0:12:24because it comes directly tight up into the guttering,
0:12:24 > 0:12:26when the rain comes down,
0:12:26 > 0:12:29that's going to come up, over the top, BANG!
0:12:29 > 0:12:33Down here. So, you're going to get a big flooded area here.
0:12:33 > 0:12:35That is not the way to do it.
0:12:35 > 0:12:39In fact, that's virtually a complete waste of time.
0:12:39 > 0:12:42The upstand and flashing is a mess.
0:12:42 > 0:12:45Patches and offcuts have been slapped together
0:12:45 > 0:12:49and rather than mortaring them in, this builder has just used mastic.
0:12:49 > 0:12:51And there's more...
0:12:51 > 0:12:54Check this out. It's the most simplest thing to do.
0:12:54 > 0:12:57If you're going to match up to the original property,
0:12:57 > 0:12:59you see the fascia board there?
0:12:59 > 0:13:02Look how it's butt-jointed together.
0:13:02 > 0:13:05I'm telling you, that is rubbish.
0:13:08 > 0:13:12And a quick investigation around the side of the extension
0:13:12 > 0:13:16reveals there may be more trouble ahead.
0:13:16 > 0:13:18See where this is all banked up?
0:13:18 > 0:13:22You're going to get a lot of water, coming down here, and look at this.
0:13:22 > 0:13:25See where the venting is? Straightaway there.
0:13:25 > 0:13:28Because that's not far enough up,
0:13:28 > 0:13:31or should I say the ground level isn't far enough down,
0:13:31 > 0:13:35water build-up will definitely go through that vent.
0:13:35 > 0:13:39Things aren't much better round at the rear of the property.
0:13:39 > 0:13:42I mean, aesthetically,
0:13:42 > 0:13:46it doesn't look particularly pleasing to the eye, in general,
0:13:46 > 0:13:51the way those sandstone sills have been placed and...
0:13:51 > 0:13:53it's just a bit higgledy-piggledy, mishmash,
0:13:53 > 0:13:55we've got big gaps there as well.
0:13:55 > 0:13:58That should have all been filled in properly.
0:13:58 > 0:14:02Looking inside the house, there's more evidence of poor workmanship,
0:14:02 > 0:14:05including some shoddy French doors.
0:14:05 > 0:14:08There's a lot of disturbance down there
0:14:08 > 0:14:11and, I would imagine,
0:14:11 > 0:14:14because it's not sealed off properly from the outside,
0:14:14 > 0:14:17there'll be problems. In fact, looking at that,
0:14:17 > 0:14:21there's every possibility there's already moisture coming in there,
0:14:21 > 0:14:24so therefore wind as well, cold air,
0:14:24 > 0:14:28so you're losing your heat, so heating bills go through the roof
0:14:28 > 0:14:31while it's left in that sort of condition.
0:14:31 > 0:14:34Into the kitchen and this cowboy builder
0:14:34 > 0:14:37has cooked up a few more surprises.
0:14:37 > 0:14:39Mind the gap!
0:14:39 > 0:14:43To stop the draft and to stop my hair blowing in the wind,
0:14:43 > 0:14:46they've actually had to stuff paper towel in there.
0:14:46 > 0:14:49There's already signs of bugs on there too,
0:14:49 > 0:14:53so you're getting creepy-crawlies, you're getting wind, you're getting the rain...
0:14:53 > 0:14:57Tommy and Carole also paid for a children's playroom
0:14:57 > 0:15:02and a master bedroom, but their builder failed to deliver on these
0:15:02 > 0:15:05and the shower he fitted leaked like a sieve.
0:15:05 > 0:15:08The builder didn't want to get building control involved,
0:15:08 > 0:15:11so the Cairns didn't even get a sign-off certificate.
0:15:11 > 0:15:15There's plenty of evidence that this is the work of a cowboy builder,
0:15:15 > 0:15:17but Carole and Tommy wouldn't have ended up in this state
0:15:17 > 0:15:20if they'd done their homework and insisted on having
0:15:20 > 0:15:22the appropriate paperwork.
0:15:22 > 0:15:24You've got a contract between the pair of you?
0:15:24 > 0:15:26No, there wasn't a contract drawn up.
0:15:26 > 0:15:30So, you've got no contract, what about staged payments?
0:15:30 > 0:15:31Did he ask for money upfront?
0:15:31 > 0:15:33We paid him a bit upfront,
0:15:33 > 0:15:35he said he was going to put a deposit on,
0:15:35 > 0:15:39and the guys were going to come in and start doing foundations.
0:15:39 > 0:15:41He contracted that out.
0:15:41 > 0:15:45No contract and no payment schedule is just no good.
0:15:45 > 0:15:48To avoid the Cowboy Trap...
0:16:09 > 0:16:12Were you monitoring the work constantly
0:16:12 > 0:16:14- while the build was going on? - We were...
0:16:14 > 0:16:17Bear in mind, we're no' builders, but we were, kind of,
0:16:17 > 0:16:20looking at the build and taking photographs,
0:16:20 > 0:16:23more for to see it happening, stage by stage,
0:16:23 > 0:16:27but, you know, it's probably been a vital thing for us,
0:16:27 > 0:16:29taking the photos to look back on,
0:16:29 > 0:16:33because we can't see all the things that have happened now.
0:16:33 > 0:16:35The things that are behind the walls.
0:16:35 > 0:16:38In terms of the stress factors,
0:16:38 > 0:16:42there must have been times when it was at a real stretching point?
0:16:42 > 0:16:46We got to a point where we just didn't talk to each other
0:16:46 > 0:16:48or if we opened our mouths, we just shouted at each other.
0:16:48 > 0:16:51- Did it really seriously get that bad?- Yeah.
0:16:51 > 0:16:53Yeah.
0:16:53 > 0:16:55So, finally, guys, where are you now?
0:16:55 > 0:16:59What's your position now, as it stands?
0:16:59 > 0:17:02Well, the position we're in just now is,
0:17:02 > 0:17:06we still live in a building site, there's no flooring down,
0:17:06 > 0:17:08there's structural work to be done...
0:17:08 > 0:17:11The children are still in a small box room.
0:17:11 > 0:17:14The children are still sharing their bedroom,
0:17:14 > 0:17:17so we're kind of stuck at this point.
0:17:17 > 0:17:21But the good news is that help is on the way.
0:17:21 > 0:17:23Clearly, a lot needs to be done
0:17:23 > 0:17:25and to make sure nothing's been missed,
0:17:25 > 0:17:28not one, but two independent building surveyors,
0:17:28 > 0:17:33Alan Crooks and Gary MacDonald, have come to give their verdict.
0:17:33 > 0:17:35What have you found, first of all?
0:17:35 > 0:17:38Numerous defects here, there is a concern
0:17:38 > 0:17:40that there's many concealed areas
0:17:40 > 0:17:44and when you start bursting into the walls, and seeing what's behind,
0:17:44 > 0:17:46there could be all sorts of other problems.
0:17:46 > 0:17:50The other main concern is obviously aesthetically as well.
0:17:50 > 0:17:53There's been no attempt to blend the extension
0:17:53 > 0:17:55into the original structure, there's no blending,
0:17:55 > 0:17:59the join between the extension and the main house is formed in mortar,
0:17:59 > 0:18:03which is just a very poor detail and inevitably, that's going to crack.
0:18:03 > 0:18:07What mark out of ten would you give the work that you've seen?
0:18:09 > 0:18:10It's going to be low!
0:18:10 > 0:18:13Given that the fundamental flaws,
0:18:13 > 0:18:17particularly anything with water coming in under the floor, can't be good.
0:18:18 > 0:18:22- I reckon three, three maximum. - You're generous.
0:18:22 > 0:18:26I was just going to say, generous boys. You're generous boys.
0:18:26 > 0:18:28Listen, I take that on board, though,
0:18:28 > 0:18:31three is nothing to be proud of. In any way, shape or form.
0:18:32 > 0:18:34Nothing to be proud of indeed.
0:18:34 > 0:18:36Unless you're a cowboy builder,
0:18:36 > 0:18:39going for the Cowboy Builder of the Year award.
0:18:41 > 0:18:46But don't despair! Some knights in shining overalls have just arrived.
0:18:46 > 0:18:51This good guy posse is led by master craftsman James Dunsmore.
0:18:51 > 0:18:56It's a case of Mr Dunsmore replacing a builder who's Duns-less...
0:18:56 > 0:18:59So, just talk us through what you're going to do, top to bottom.
0:18:59 > 0:19:03Top to bottom is we've got a problem with water ingress inside
0:19:03 > 0:19:06because of the ground height, so what we've got to actually do is
0:19:06 > 0:19:09we've got to dig it down, take it back,
0:19:09 > 0:19:12maybe 800 away from the wall, dig it down to the foundation,
0:19:12 > 0:19:15let it dry, prep the brickwork
0:19:15 > 0:19:17and then we're going to external tank it.
0:19:17 > 0:19:21Just describe for the viewers at home what that means.
0:19:21 > 0:19:25External tanking is a waterproof membrane
0:19:25 > 0:19:27that is actually brushed onto the outside
0:19:27 > 0:19:30and protects any water ingress coming towards the building.
0:19:30 > 0:19:32What about inside, what's happening inside?
0:19:32 > 0:19:36Inside, we've got front floor for starters.
0:19:36 > 0:19:39It's where the dampness is coming in, because of the height
0:19:39 > 0:19:41of the ground work outside, so it's lift the floor,
0:19:41 > 0:19:44we need to get all the floor lifted in down the stairs in the extension.
0:19:44 > 0:19:48As far as I know, the cables were sitting on the floor,
0:19:48 > 0:19:50so we need to get the cables tied up,
0:19:50 > 0:19:54get them all put into place, check for any, obviously, water,
0:19:54 > 0:19:59get the water out and then re-net, re-insulate and then re-floor again.
0:20:00 > 0:20:02James certainly has his work cut out.
0:20:02 > 0:20:07So much needs doing that the Cairns are chipping in, too.
0:20:07 > 0:20:10Dunsmore's Dynamos don't hang about.
0:20:12 > 0:20:15They diligently do some digging
0:20:15 > 0:20:17and frenetically take up the flooring.
0:20:19 > 0:20:21It's time to rip it up and start again.
0:20:24 > 0:20:26So far, so good.
0:20:26 > 0:20:30But can the good guys rescue Tommy and Carole's dream extension?
0:20:30 > 0:20:33Only time will tell.
0:20:37 > 0:20:42I'm back in East Kilbride where Carole Cairns and Tommy
0:20:42 > 0:20:45wanted to extend their home to make life better for their children,
0:20:45 > 0:20:48one of whom has autism.
0:20:48 > 0:20:50But the builder that was recommended by one of Tommy's mates
0:20:50 > 0:20:53down at the gym turned out to be a dead weight.
0:20:53 > 0:20:56He cut corners left, right and centre
0:20:56 > 0:20:59and left the extension on the verge of collapse.
0:21:00 > 0:21:03The good guys have finished their work.
0:21:03 > 0:21:07It's time to find out if they've saved the day.
0:21:07 > 0:21:10Before Tommy and Carole see the big reveal,
0:21:10 > 0:21:13there's time for a sneaky preview.
0:21:13 > 0:21:17Before I go inside, I'm pretty excited about the outside, because
0:21:17 > 0:21:21I can see signs things have been put right, the fascia board,
0:21:21 > 0:21:25that was all out of line, that's continuous now and it's straight.
0:21:25 > 0:21:29The big telltale, of course, is I can see evidence of tanking,
0:21:29 > 0:21:32just at the base brickwork there.
0:21:32 > 0:21:35This pea gravel that's in, that's part of the French drain system
0:21:35 > 0:21:38that we've got, so we can make sure that the water whips away
0:21:38 > 0:21:41and it's not going into the sole under the property.
0:21:41 > 0:21:45This house could have been washed away to Timbuktu,
0:21:45 > 0:21:47the way the cowboy left it.
0:21:48 > 0:21:52So far, so good. Time to check out the interior.
0:21:53 > 0:21:58This was left in a real state. It's looking better now.
0:22:00 > 0:22:03A lick of paint really works wonders.
0:22:05 > 0:22:08And, there's a new-look windowsill.
0:22:08 > 0:22:10Before, it was like this.
0:22:10 > 0:22:13But now, look at it!
0:22:16 > 0:22:18The good guys have opened up the whole layout,
0:22:18 > 0:22:22the open-plan kitchen and lounge works really well.
0:22:24 > 0:22:27It's given you a huge sensation of space,
0:22:27 > 0:22:31because there's no clutter, as there was before,
0:22:31 > 0:22:33so, beautiful flooring all down, look at this!
0:22:33 > 0:22:36(Wow!)
0:22:36 > 0:22:39The good guys have really turned on the style.
0:22:39 > 0:22:44The non-existent playroom was a pipe dream before.
0:22:44 > 0:22:46But now, it's a reality.
0:22:49 > 0:22:52I think they're going to love it in here.
0:22:52 > 0:22:54Everything prepped, ready to rock'n'roll,
0:22:54 > 0:22:59I mean, great flooring, it's a real winner.
0:22:59 > 0:23:04The main bedroom is unrecognisable from how it looked before.
0:23:04 > 0:23:07Now, it's a place you'd like to be.
0:23:07 > 0:23:10This room looks magnificent in comparison to how it was.
0:23:10 > 0:23:15Now, we did have a problem before with this shower, it was leaking,
0:23:15 > 0:23:19so, it looks like that's all been sorted.
0:23:19 > 0:23:22Oh, it really is top.
0:23:26 > 0:23:28Before Tommy and Carole get to see it,
0:23:28 > 0:23:32it's time for a final word about their cowboy builder.
0:23:32 > 0:23:35We got in touch to find out his side of the story,
0:23:35 > 0:23:40so we can now hear their responses to his version of events.
0:23:40 > 0:23:42He blames Tommy for things going wrong.
0:23:42 > 0:23:47He says that you made things very difficult for him.
0:23:47 > 0:23:51He said you were an awkward character, is his words.
0:23:51 > 0:23:55He claims that because you started telling people on site
0:23:55 > 0:23:59how to do their jobs, quite a few of them walked off.
0:23:59 > 0:24:02If I knew how to do that job, do you think I would have been in trouble?
0:24:02 > 0:24:05Do you think I would not have noticed the mistakes?
0:24:05 > 0:24:07So, how can I tell people what to do? Yeah?
0:24:07 > 0:24:10He was meant to be in control of the job, that's what he was paid for.
0:24:10 > 0:24:16The only time I questioned his work was when he destroyed my kitchen.
0:24:16 > 0:24:19Up until that point from me coming back from holiday,
0:24:19 > 0:24:23y'know, he was left to his own devices to do the work.
0:24:23 > 0:24:26Now, he also says that it was your fault
0:24:26 > 0:24:30that they didn't make much progress while you were on holiday,
0:24:30 > 0:24:33he was waiting on materials to arrive
0:24:33 > 0:24:36that you'd insisted on buying from an auction site.
0:24:36 > 0:24:40No, a lot of rubbish. Stuff was bought from companies.
0:24:40 > 0:24:43How does he know that? He didn't see the receipts, did he?
0:24:43 > 0:24:47We asked him why he didn't get building control involved
0:24:47 > 0:24:50and he says it was nothing to do with him,
0:24:50 > 0:24:52that it was your responsibility.
0:24:52 > 0:24:56Did he ever express to you how important it was?
0:24:56 > 0:24:59No, he led us to believe that building control were the bad guys
0:24:59 > 0:25:03and you don't want them out because they'll create problems for us on the job.
0:25:03 > 0:25:06If you refuse to involve building control,
0:25:06 > 0:25:09then you're driving headlong into disaster.
0:25:09 > 0:25:12Technically, it's the homeowner's responsibility
0:25:12 > 0:25:15to contact building control, but no decent builder
0:25:15 > 0:25:19will do major work of any kind without their participation.
0:25:19 > 0:25:23The Cairns family have lived with the work as it's been going on,
0:25:23 > 0:25:28but now they're going to see the finished results in all their glory.
0:25:28 > 0:25:31So, are you ready? Turn around.
0:25:31 > 0:25:34So, just say what you see that's changed from before,
0:25:34 > 0:25:38- starting with you, Carole.- The porch tiles match.- The porch tiles match.
0:25:38 > 0:25:41- The fascia's done. - The fascia's done. Tommy, come on.
0:25:41 > 0:25:44I see they've done the tanking, you can see at the edge,
0:25:44 > 0:25:47they've put all the pea gravel round, so no more water inside.
0:25:47 > 0:25:49They've actually tidied up the brickwork, too.
0:25:49 > 0:25:51They've washed that all down.
0:25:51 > 0:25:56Tommy and Carole are impressed by their new watertight extension.
0:25:56 > 0:25:59But there's more treats in store inside.
0:25:59 > 0:26:02First of all, stand there and have a good look.
0:26:02 > 0:26:06- It's a huge difference, isn't it? - Paintwork's amazing, it's done right.
0:26:06 > 0:26:09- That's lovely.- And all that rubbish that was around...- It's gone.
0:26:09 > 0:26:12- It's all gone.- It's gone.- French doors look totally different.
0:26:12 > 0:26:16Yeah. It just looks... It looks like a show home.
0:26:16 > 0:26:19It's definitely the finish we were looking for,
0:26:19 > 0:26:21those boys have done a great job, haven't they?
0:26:21 > 0:26:24They've done a fantastic job. The quality of the paintwork
0:26:24 > 0:26:27these boys have done is tremendous.
0:26:27 > 0:26:31- But how does it feel to have your home back?- It's great.- Amazing.
0:26:31 > 0:26:34- We can start relaxing and living now.- Yeah.
0:26:34 > 0:26:37A living room that's actually livable in.
0:26:37 > 0:26:41And they've even got a kitchen that's cookable in.
0:26:41 > 0:26:45This house is finally starting to feel more like a family home.
0:26:45 > 0:26:48- The room itself really flows. - It feels so much better.
0:26:48 > 0:26:51- A huge difference.- So much better.
0:26:51 > 0:26:54- Warmer without all the wind coming in.- Yeah!
0:26:54 > 0:26:57So much better. So, you're happy so far?
0:26:57 > 0:27:01- Oh, yes.- Oh, aye. The quality of work is far superior.- Yeah.
0:27:01 > 0:27:07Onto the kids' playroom, which will mean so much to all the family.
0:27:07 > 0:27:11- Great, done.- This is fantastic.
0:27:11 > 0:27:15You've set it all out for us, too, brilliant.
0:27:15 > 0:27:19I tell you what, it'll be amazing, really. When the kids get in here,
0:27:19 > 0:27:22- what do you think they're going to think?- They're going to love it.
0:27:22 > 0:27:26- We're not going to see them again. - Yeah!- That'll be that.- Yeah.
0:27:26 > 0:27:31Respite from the kids. Music to every parent's ears.
0:27:31 > 0:27:35And somewhere the children can call their own.
0:27:35 > 0:27:37Just one more treat in store.
0:27:37 > 0:27:42- What do you think?- Huge difference. A bedroom that can be used.
0:27:42 > 0:27:46- A bed in it, not junk. - Again, the paintwork.
0:27:46 > 0:27:50- On a scale of 1 to 10, how happy are you?- Definitely 10.
0:27:50 > 0:27:53- A definite 10+.- A definite 10.
0:27:53 > 0:27:57From 3 out of 10 to 10 out of 10.
0:27:57 > 0:27:59Hats off to the good guys!
0:27:59 > 0:28:02And good luck to the Cairns family.
0:28:02 > 0:28:05Now, that's what I'm talking about.
0:28:05 > 0:28:09The house looks great now and the all-important factor is it's SAFE!
0:28:09 > 0:28:13And it's got building control sign-off. And equally as important
0:28:13 > 0:28:17is the kids have now got their own separate bedrooms as promised.
0:28:17 > 0:28:21Now, the thing I need to do is get back on the trail,
0:28:21 > 0:28:23because you know what? I don't want to rest
0:28:23 > 0:28:26until every single cowboy builder has been rounded up
0:28:26 > 0:28:28and headed out of town!
0:28:28 > 0:28:32Subtitles by Red Bee Media Ltd