0:00:08 > 0:00:09Once again, I'm on the road
0:00:09 > 0:00:12to uncover some really dodgy building work.
0:00:12 > 0:00:15Now, cowboy builders may well be able to hide their work from you,
0:00:15 > 0:00:21but even the most cunning can't hide their tricky work from these eyes.
0:00:21 > 0:00:24I've got my dream home, my vision in my mind,
0:00:24 > 0:00:27and it's just all collapsed around me.
0:00:27 > 0:00:28I'm going to bring in a top team,
0:00:28 > 0:00:32who will put right the wrongs that these cowboy builders have caused.
0:00:32 > 0:00:38- We've now been bathing in a plastic tub for nine months.- Wow!
0:00:38 > 0:00:40My advice and tips will be able
0:00:40 > 0:00:44to help you spot the telltale signs of the cowboy builder.
0:00:44 > 0:00:46That is just downright dangerous.
0:00:46 > 0:00:48You've got a drop of two feet or more.
0:00:48 > 0:00:51There's no way anybody can be around here.
0:00:51 > 0:00:55It's time to show YOU how to avoid falling into the cowboy trap.
0:01:04 > 0:01:08Today, we're near Heathrow, in the town of Ashford in Surrey,
0:01:08 > 0:01:11to meet single mum Lesley Sukamto.
0:01:11 > 0:01:16Lesley's varied work life has so far taken many routes.
0:01:16 > 0:01:22I've been a secretary, er, worked on a building site, actually...
0:01:22 > 0:01:24been backpacking round the world,
0:01:24 > 0:01:27I've been a chauffeuress in a limousine.
0:01:27 > 0:01:30I'm also a qualified beauty therapist.
0:01:30 > 0:01:34Lesley Sukamto has lived in a two-bed semi for 19 years.
0:01:34 > 0:01:37Now, with daughter Honor, she wanted an extension.
0:01:37 > 0:01:42That was her dream - to have extra bedrooms and a bigger kitchen.
0:01:42 > 0:01:43But the real icing on the cake
0:01:43 > 0:01:47was to have a family bathroom and a nice en suite downstairs.
0:01:49 > 0:01:53I've got my dream home, my vision in my mind - my bathroom upstairs,
0:01:53 > 0:01:58all nice and big and new, my shower cubicle area downstairs,
0:01:58 > 0:02:04the en suite... You know? That's what I dream of, and that's what I want.
0:02:05 > 0:02:09Lesley found a builder and invited him round to quote.
0:02:09 > 0:02:13He came up with a figure of £31,950.
0:02:13 > 0:02:15That was to build a two-storey extension,
0:02:15 > 0:02:18creating a new bathroom, an extra bedroom
0:02:18 > 0:02:21and an en-suite shower room and a bigger kitchen.
0:02:21 > 0:02:23Lesley gave him the green light,
0:02:23 > 0:02:29and the builder asked for £5,000 in cash upfront. Oh, dear.
0:02:31 > 0:02:32Take my advice.
0:02:41 > 0:02:44A reputable builder has accounts with suppliers,
0:02:44 > 0:02:46which can be settled later.
0:02:46 > 0:02:48A cowboy doesn't.
0:02:48 > 0:02:49You've been warned.
0:02:52 > 0:02:55Lesley's builder didn't get off to a good start.
0:02:55 > 0:02:59He took out her bathroom without making alternative arrangements
0:02:59 > 0:03:01for the young mum and her daughter to wash.
0:03:01 > 0:03:05They had to use a plastic tub, with hot water out of the kettle.
0:03:05 > 0:03:07What?!
0:03:07 > 0:03:10You know, I was literally having to keep boiling up kettles.
0:03:10 > 0:03:13'And you know how kettles run up your electricity bill.
0:03:13 > 0:03:17'So that's it, filling up all the bath all the time.
0:03:18 > 0:03:21'It could take you two hours, all in all.'
0:03:22 > 0:03:26It wasn't only the lack of washing facilities that got Lesley down.
0:03:26 > 0:03:29She was handing over money left, right and centre.
0:03:29 > 0:03:34And the quality of the work was - how can I put this? - rubbish!
0:03:34 > 0:03:35The pointing was so bad
0:03:35 > 0:03:38Lesley thought she could do a better job herself.
0:03:39 > 0:03:44I saw a considerable amount of lack of pointing down the side alley,
0:03:44 > 0:03:48so I found some wet, discarded mortar,
0:03:48 > 0:03:51so I just literally, in my daughter's little bucket,
0:03:51 > 0:03:53put it in and got down the narrow gap
0:03:53 > 0:03:56and started pushing it in and pointing it myself,
0:03:56 > 0:04:00which of course gave me mortar burns that lasted about three weeks.
0:04:00 > 0:04:03By now, Lesley was two months into the project
0:04:03 > 0:04:06and nearly £28,000 out of pocket,
0:04:06 > 0:04:10and her dream home was nowhere in sight.
0:04:10 > 0:04:14Instead, she had dangerous, unfinished construction work,
0:04:14 > 0:04:18upheaval and mess everywhere, no bathroom and no heating.
0:04:18 > 0:04:20So it meant both mother and daughter
0:04:20 > 0:04:23were forced to camp out in the lounge.
0:04:23 > 0:04:27This sofa makes up into a sofa bed, so we've been sleeping out here.
0:04:27 > 0:04:31You know? Pull it out at night, put it back in the morning.
0:04:31 > 0:04:33That's how we've been sleeping,
0:04:33 > 0:04:36cos with no heating, it was just so cold to go upstairs.
0:04:36 > 0:04:39Then came the final straw.
0:04:39 > 0:04:43He'd been dragging his heels, turning up late, leaving early.
0:04:43 > 0:04:44I went out into the garden
0:04:44 > 0:04:47to see what he'd been doing the previous day,
0:04:47 > 0:04:50and I saw how he'd re-bricked up my patio.
0:04:50 > 0:04:52This is what I discovered.
0:04:52 > 0:04:55That was the colour of the brick before,
0:04:55 > 0:05:00and he's put in this... orange engineering bricks.
0:05:00 > 0:05:02No effort. Look at that.
0:05:02 > 0:05:04Literally thrown in there.
0:05:04 > 0:05:08Well, that was it, to me. "That's it. That's enough."
0:05:09 > 0:05:12Lesley confronted the builder,
0:05:12 > 0:05:14but instead of being apologetic,
0:05:14 > 0:05:19he demanded another £1,700 to finish the job!
0:05:19 > 0:05:25Lesley refused, and that was it. He walked out, never to return.
0:05:25 > 0:05:28Lesley and her little one are left in an unfinished building site
0:05:28 > 0:05:31with no bath or shower.
0:05:31 > 0:05:34N-n-n-n-n-n-n-n-nightmare!
0:05:34 > 0:05:38Lesley's story is a particularly tragic one.
0:05:38 > 0:05:40Her life has been turned upside down
0:05:40 > 0:05:43by having to live in a house with an unfinished extension.
0:05:43 > 0:05:45And on top of that,
0:05:45 > 0:05:49she's now stony broke, due to having to borrow money to pay the builder,
0:05:49 > 0:05:54who, in my opinion, is not only a cowboy, but a callous one, too.
0:05:56 > 0:05:59I think it's time to meet Lesley and find out where it all went wrong
0:05:59 > 0:06:02and see if we can put her life back on track.
0:06:06 > 0:06:09- Hi, you must be Lesley. - Surprise, surprise!- How are you?
0:06:09 > 0:06:11- I'm Clive from Cowboy Trap. - Pleased to met you.
0:06:11 > 0:06:14- Now, I hear you've had problems with cowboy builders.- Yes, yes.
0:06:14 > 0:06:18And I can tell from the outside that it doesn't look too good.
0:06:18 > 0:06:20- I think I might as well check this first, do you?- Yes, yes.
0:06:20 > 0:06:23- If I was you, I'd go down the side alley first.- OK, brilliant.
0:06:23 > 0:06:25- I'll put the kettle on for you. - Great!- Careful!
0:06:25 > 0:06:28Careful, cos there's two holes.
0:06:28 > 0:06:31There's two holes? There's a massive hole, isn't there?
0:06:31 > 0:06:35- And there's a very little hole, too. - So I'd better be careful.
0:06:35 > 0:06:38Thanks for warning me in advance. Thank you for that.
0:06:38 > 0:06:40I'm not looking forward to this.
0:06:43 > 0:06:47'This is meant to be the new downstairs shower and study room.
0:06:47 > 0:06:49'Don't think so!
0:06:49 > 0:06:53'The house wall to the side of the extension still hasn't come down.
0:06:53 > 0:06:56'And check out this brickwork!'
0:06:56 > 0:06:58This brickwork here, I've got to say,
0:06:58 > 0:07:02is child's play, really, looking at it.
0:07:02 > 0:07:05It's just incredible the way these are all twisted.
0:07:05 > 0:07:08But they knew full well that that was going to be covered by render,
0:07:08 > 0:07:10so a lot of the job wouldn't be seen.
0:07:10 > 0:07:14If this is part of their work, it is very, very poor.
0:07:14 > 0:07:19And the way they've actually done the interior blockwork,
0:07:19 > 0:07:23the gaps, the mortar gaps are just way, way too wide!
0:07:23 > 0:07:25It just doesn't look right, at all.
0:07:26 > 0:07:29And, really, this needs to be barriered off,
0:07:29 > 0:07:31because there's a child in the property.
0:07:31 > 0:07:33If they come anywhere near this,
0:07:33 > 0:07:36I mean, who knows what sort of injuries
0:07:36 > 0:07:40an adult could get from walking on this, let alone a child.
0:07:40 > 0:07:43It is, again, one of the situations - pretty poor.
0:07:45 > 0:07:47Well, I think I've seen enough in there.
0:07:47 > 0:07:49Let's go and check inside and see what the problems are.
0:07:52 > 0:07:56'Remember, Lesley wanted a new bathroom and bedroom upstairs.
0:07:56 > 0:07:58'Doesn't seem too much to ask,
0:07:58 > 0:08:02'bearing in mind the builder was on site for three months, does it?'
0:08:04 > 0:08:07They've plastered one wall. I just don't really get it.
0:08:07 > 0:08:11Now, let's just say it's in a state of, erm...
0:08:11 > 0:08:13incompletion.
0:08:13 > 0:08:16'This bathroom is miles away from being finished.
0:08:16 > 0:08:20'In fact, it looks like it's hardly been started.
0:08:20 > 0:08:22'Let's see if the bedroom is any better.
0:08:22 > 0:08:24'Well, what do YOU think?'
0:08:25 > 0:08:30You can certainly see where her plan's going and where her dream is.
0:08:30 > 0:08:35On these joists here, they've put packers on the top, timber packers,
0:08:35 > 0:08:37so they obviously miscalculated.
0:08:37 > 0:08:40This is not the safest in the world to be doing,
0:08:40 > 0:08:42so I'm going to get onto this board.
0:08:44 > 0:08:45HE SIGHS
0:08:45 > 0:08:47So, it actually makes quite a nice-size room,
0:08:47 > 0:08:50but again, it's been left in a state of danger.
0:08:50 > 0:08:53I mean, just having a board across there isn't enough,
0:08:53 > 0:08:56especially, again, when you've got children in the property.
0:08:56 > 0:08:59You've got a fall there right through,
0:08:59 > 0:09:04down into what looks like the kitchen extension.
0:09:04 > 0:09:08It's not safe. It's just not clever. It just looks such a mess!
0:09:10 > 0:09:14'When I check out downstairs, it goes from bad to worse.
0:09:14 > 0:09:18'Lesley's handed over nearly £30,000.
0:09:18 > 0:09:23'And this isn't just a cowboy trap, it's a death trap.
0:09:23 > 0:09:25'It's amazing Lesley and young Honor
0:09:25 > 0:09:28'haven't suffered any serious injuries.'
0:09:28 > 0:09:30That is just downright dangerous.
0:09:30 > 0:09:34You've got a drop of two feet or more, two and a half feet.
0:09:34 > 0:09:37For a builder to leave it in this state, he should be ashamed.
0:09:38 > 0:09:43Now, take a look at this. This door is temporary in more ways than one.
0:09:43 > 0:09:48If I try and shut it, think about the security angle
0:09:48 > 0:09:50before we even think about the amount of cold air coming in.
0:09:50 > 0:09:53But look at that. The whole frame is moving.
0:09:53 > 0:09:55Now, the danger with that, of course, is
0:09:55 > 0:09:57a good, strong gust of wind,
0:09:57 > 0:10:00who knows how long that's going to stay there?
0:10:00 > 0:10:04And if anybody was down in this hole when that drops,
0:10:04 > 0:10:06this is a weighty old door, let me tell you.
0:10:06 > 0:10:09And then all you've got there, look, is plastic tarpaulin
0:10:09 > 0:10:11up and over the top of the threshold.
0:10:11 > 0:10:16Great for posting your parcels, if nobody's in, but that's about all.
0:10:16 > 0:10:20This home footage shows the devastation this cowboy caused.
0:10:20 > 0:10:22What a disaster!
0:10:22 > 0:10:26Lesley's offered to give me a guided tour. Hope we survive it!
0:10:28 > 0:10:31- Let's go upstairs. - Right. Follow me, Clive.
0:10:31 > 0:10:35'I think Lesley deserves a medal for staying sane
0:10:35 > 0:10:39'in the midst of this incredible bungled build.
0:10:39 > 0:10:44'This must be among the worst cowboy traps ever.'
0:10:44 > 0:10:46My old bath was there,
0:10:46 > 0:10:49and my daughter and I, we had our bath that morning,
0:10:49 > 0:10:50and I jokingly said to her,
0:10:50 > 0:10:53"Oh, I wonder how long we're going to be without a bath.
0:10:53 > 0:10:54"Maybe three days?"
0:10:54 > 0:10:58Little did I know what I was letting myself in for,
0:10:58 > 0:11:02because we've now, to date, been bathing in a plastic tub
0:11:02 > 0:11:05- for nine months.- Wow!- Yes, yes.
0:11:05 > 0:11:07It was originally my daughter's old baby bath
0:11:07 > 0:11:09- that I got down from the loft.- Right.
0:11:09 > 0:11:13But of course, me squeezing in there, eventually it split.
0:11:13 > 0:11:17So I ended up in a plastic box that I got up the local dump!
0:11:17 > 0:11:20- That's ingenious...- Mm. - that you've done that,
0:11:20 > 0:11:23but should you have ever been in that position in the first place?
0:11:23 > 0:11:26Well, of course not. It's the only way I can have a bath in this house,
0:11:26 > 0:11:29and that's what I've been doing for nine months.
0:11:29 > 0:11:31- You should never have had to have been doing that...- No.
0:11:31 > 0:11:37..for all this time. We need to start to put an end to that.
0:11:37 > 0:11:39Well, if I knew what I knew now,
0:11:39 > 0:11:43there is no way he would have taken my bath out that Monday.
0:11:43 > 0:11:47- Monday 17th May. That date will stick in my mind for ever!- Yeah.
0:11:47 > 0:11:51'And the botched work in the bedroom is pretty unforgettable, too.
0:11:51 > 0:11:53'Cowboy-tastic!'
0:11:55 > 0:11:57Well, I'll tell you about this room.
0:11:57 > 0:12:01Erm, it actually was lower than the rest of the house.
0:12:01 > 0:12:04- That's why he's got the packers up.- Yes, yes.
0:12:04 > 0:12:08It is just rough! It is just terrible!
0:12:08 > 0:12:12'This work is mad, bad and dangerous.
0:12:12 > 0:12:14'Just look at the hole in the floor.
0:12:14 > 0:12:17'And the downlighters are a serious fire hazard.'
0:12:18 > 0:12:20Before anybody seals this floor off,
0:12:20 > 0:12:23that has got to have fire hoods put on it,
0:12:23 > 0:12:25basically, because the heat that's generated
0:12:25 > 0:12:29from those low-voltage lightings is intense.
0:12:29 > 0:12:31And, of course, you've got all of this,
0:12:31 > 0:12:33you've got combustible materials all around.
0:12:33 > 0:12:36All of this sawdust goes to combustible materials.
0:12:36 > 0:12:38I'm amazed you've lived in this house
0:12:38 > 0:12:41for this length of time in this condition
0:12:41 > 0:12:43and had no injuries.
0:12:43 > 0:12:47'What I've seen here is really worrying me.
0:12:47 > 0:12:50'But that's nothing compared to what Lesley tells me next.'
0:12:50 > 0:12:56- He's, literally, built on top of the original flat roof.- Right.
0:12:56 > 0:12:59But there's a steel beam in there.
0:12:59 > 0:13:02'Lesley's home footage reveals all.
0:13:02 > 0:13:05'That steel beam across the flat roof of the kitchen
0:13:05 > 0:13:09'is now supporting the entire upper floor of the extension.
0:13:09 > 0:13:13'But if the hidden far end is only resting on the old lintel,
0:13:13 > 0:13:17'this whole building could collapse like a deck of cards.
0:13:17 > 0:13:22'My heart really goes out to this unlucky single mum.'
0:13:22 > 0:13:25You are having to bathe in a bucket.
0:13:25 > 0:13:27Mm.
0:13:27 > 0:13:30Now, that is no fun for anyone.
0:13:30 > 0:13:34The dream's gone. The dream's up in smoke.
0:13:34 > 0:13:38I was planning on going to college in September. I had to cancel it,
0:13:38 > 0:13:41because it's just too time-consuming getting ready in the mornings.
0:13:41 > 0:13:45- You see the effect it has on just your daily life?- Mm.
0:13:45 > 0:13:48- But it's now thrown you out. You were going to go to college.- Mm.
0:13:48 > 0:13:50That's thrown you out. You've got...
0:13:50 > 0:13:55I would imagine your heating-bill quarter, with all of the...
0:13:55 > 0:13:56..kettle boiling.
0:13:56 > 0:13:59Well, not just that, but I'm talking about the fact
0:13:59 > 0:14:02that you've got great big gaping holes
0:14:02 > 0:14:05round the door through to the kitchen.
0:14:05 > 0:14:11That has to be mega, mega stressful. How does that make you feel?
0:14:11 > 0:14:15You just seem to be shorter-tempered, really.
0:14:15 > 0:14:18It creates stress with your daughter, as well, you know.
0:14:18 > 0:14:20So it's not been a good time.
0:14:20 > 0:14:23How anyone can leave a house in this dangerous state
0:14:23 > 0:14:27with a little one running around is beyond me.
0:14:27 > 0:14:29But the good news for Lesley
0:14:29 > 0:14:31is there's now light at the end of the tunnel.
0:14:31 > 0:14:36I'm determined to bring her dreams back to life.
0:14:36 > 0:14:40What could we do to start putting things right?
0:14:40 > 0:14:43Well, what would make me happy is
0:14:43 > 0:14:47if I could get the wall taken down in the downstairs toilet room
0:14:47 > 0:14:49and the staircase supported
0:14:49 > 0:14:54and get that little en-suite shower room that I wanted.
0:14:54 > 0:14:58Who - who had a conscience - would leave somebody living like that,
0:14:58 > 0:14:59with no bathroom?
0:14:59 > 0:15:04Who indeed? A low-down cowboy builder, that's who.
0:15:04 > 0:15:06Clearly, a lot needs to be done.
0:15:06 > 0:15:11For a second opinion, I've called in independent surveyor Simon Levy.
0:15:11 > 0:15:13Time to get his verdict.
0:15:13 > 0:15:16What have you seen that you don't like?
0:15:16 > 0:15:21The work carried out to the interior of the house is appallingly poor.
0:15:21 > 0:15:24There are works that don't comply with the building regulations,
0:15:24 > 0:15:27there are works that are flawed in terms of their design
0:15:27 > 0:15:31and the manner in which the works have actually been carried out.
0:15:31 > 0:15:34The standards of workmanship in some instances are utterly appalling.
0:15:34 > 0:15:38Give us a mark out of ten, what you think this is worth.
0:15:38 > 0:15:41On average, the inside works are probably worth
0:15:41 > 0:15:42about three out of ten,
0:15:42 > 0:15:47but where some works actually have to be demolished to put them right,
0:15:47 > 0:15:49they can be given zero, or one, out of ten.
0:15:49 > 0:15:52Zero out of ten and three out of ten is where it'll stay,
0:15:52 > 0:15:55and that tells me everything about this build.
0:15:55 > 0:15:58'Whether it's zero or three out of ten,
0:15:58 > 0:16:00'either way, it's an awful score.'
0:16:03 > 0:16:04Well, clearly this is unsafe
0:16:04 > 0:16:07not only for an adult, but particularly for a child,
0:16:07 > 0:16:10so I'm going to seal the area off.
0:16:10 > 0:16:13It is now a no-go zone, and I'm going to call in the good guys.
0:16:15 > 0:16:19'And here they jolly well are, my gallant knights in shining armour.
0:16:19 > 0:16:25'Huzzah! Meet Ray Johnson and his trusty sidekick, Paul Long.'
0:16:27 > 0:16:31Boys, this is always my favourite bit, bringing in the good guys.
0:16:31 > 0:16:36But I have to say, there are pockets of disaster all over this property.
0:16:36 > 0:16:38I don't know where you're going to begin,
0:16:38 > 0:16:39cos the thing with cowboy builders,
0:16:39 > 0:16:43it's not what you see on the surface of the job, it's what's beneath.
0:16:43 > 0:16:45We've had to delve right the way back
0:16:45 > 0:16:49through the site visits that the inspectors have made
0:16:49 > 0:16:52to uncover what mistakes this builder has done,
0:16:52 > 0:16:54and they were atrocious problems.
0:16:54 > 0:16:59But tell us roughly what jobs you're going to do through this property.
0:16:59 > 0:17:02The most important one - above this ceiling,
0:17:02 > 0:17:05there's a steel beam that's resting on this wall.
0:17:05 > 0:17:07It looks a good, solid wall,
0:17:07 > 0:17:11but there's only a very small concrete lintel there.
0:17:11 > 0:17:12If that goes...
0:17:13 > 0:17:15..the beam, the room above, the roof above
0:17:15 > 0:17:18will all come straight down into this kitchen.
0:17:18 > 0:17:21Lesley will get hurt, the child could be hurt.
0:17:21 > 0:17:26Well, anybody in this vicinity could be hurt, like we could be right now,
0:17:26 > 0:17:28and we don't want that to happen!
0:17:28 > 0:17:29'Not kidding!
0:17:29 > 0:17:31'This face is much too pretty
0:17:31 > 0:17:35'to have half a building parked on top of it.
0:17:35 > 0:17:39'Thankfully, Ray and Paul waste no time swinging into action.
0:17:40 > 0:17:43'So much needs doing Lesley's chipping in.
0:17:45 > 0:17:48'The good guys diligently get drilling
0:17:48 > 0:17:53'and gallantly remove some glazing.
0:17:53 > 0:17:54'When they remove the plaster,
0:17:54 > 0:17:59'they find a creaking concrete lintel cracking under the strain.
0:18:01 > 0:18:04'Looks like Ray's team arrived just in time.
0:18:04 > 0:18:07'They replace it with an RSJ.
0:18:07 > 0:18:10'Phew-ee!
0:18:10 > 0:18:11'So far, so good,
0:18:11 > 0:18:15'but can the good guys get Lesley's dream back on track?
0:18:15 > 0:18:17'Only time will tell.'
0:18:24 > 0:18:27'Three weeks have passed, and the good guys' work is done.
0:18:27 > 0:18:31'I've returned to ask them how it's gone. Fingers crossed!'
0:18:34 > 0:18:37- Ray the builder! Ray of light! Ray of sunshine!- Hi, Clive!
0:18:37 > 0:18:40- How are you, mate? - I'm all right, thank you.
0:18:40 > 0:18:42I tell you what, it's a whole heap different
0:18:42 > 0:18:43to the last time I was here.
0:18:43 > 0:18:47Just talk us through everything you've done in this kitchen.
0:18:47 > 0:18:49Well, you remember that we had the problem with the lintel?
0:18:49 > 0:18:53- That's now been replaced with a real solid steel beam.- Brilliant.
0:18:53 > 0:18:55And that is now supporting all the upstairs,
0:18:55 > 0:18:58so there's no problems there of any more collapsing.
0:18:58 > 0:19:02- OK.- The other thing that we've done is we've made the wiring safe there.
0:19:02 > 0:19:05- Got no cables hanging. - No, no cables.
0:19:05 > 0:19:09We've then gone on and we've done the plastering and finished off the room.
0:19:09 > 0:19:12We've done the floor, which has met with building control.
0:19:12 > 0:19:17And the door's in. From a security point of view, the family are safe.
0:19:17 > 0:19:19Looks so much better, doesn't it?
0:19:19 > 0:19:22Well, there's still a lot more to do to get the house as it should be,
0:19:22 > 0:19:24but hopefully we've gone a long way
0:19:24 > 0:19:27to getting Lesley started on that process.
0:19:27 > 0:19:32Now, what about in the office and in the shower area, as well?
0:19:32 > 0:19:34Come and have a look at that, and I think you'll be surprised.
0:19:36 > 0:19:38Right, Clive, this is the other room that we've done.
0:19:38 > 0:19:42I tell you what, that is really bright and breezy now, isn't it?
0:19:42 > 0:19:44You remember how the wall used to be across there?
0:19:44 > 0:19:46- Yes.- Well, that's all gone.
0:19:48 > 0:19:52We've then fixed the staircase, so that is supported,
0:19:52 > 0:19:53and then we've done all the plastering
0:19:53 > 0:19:55and everything else in here.
0:19:55 > 0:19:57And, of course, the windows are in now,
0:19:57 > 0:20:00so from a security point of view, again, really important.
0:20:00 > 0:20:04And I tell you what, Ray, the floor looks great, mate.
0:20:04 > 0:20:06Let's have a look in the shower area.
0:20:08 > 0:20:12Oh, yeah, man! That looks totally different as well, doesn't it?
0:20:12 > 0:20:14It's very compact, isn't it?
0:20:14 > 0:20:17But do you know, the thing is it's fit for purpose for her now.
0:20:17 > 0:20:21- That's it.- You know, she was having a bath in an old plastic tub.
0:20:21 > 0:20:25Now she's got a shower, she's got a basin, toilet, lighting,
0:20:25 > 0:20:26tiled...
0:20:26 > 0:20:29It looks fantastic. I think she's going to love this.
0:20:29 > 0:20:30I think she's going to love it.
0:20:30 > 0:20:32I mean, it's a lesson for
0:20:32 > 0:20:36other customers who want extensions and that done.
0:20:36 > 0:20:39They should look on the Federation of Master Builders website
0:20:39 > 0:20:41to get a recommended builder
0:20:41 > 0:20:44or they should go on the Trading Standards website,
0:20:44 > 0:20:47- the Buy With Confidence. - Wise words, Ray. Wise words.
0:20:47 > 0:20:48I tell you what, brilliant job.
0:20:48 > 0:20:51And I can't wait to show her what the good guys can do.
0:20:51 > 0:20:55But before that, I've tracked down a phone number for the cowboy builder.
0:20:55 > 0:20:59It's a chance for Lesley to give him a piece of her mind.
0:20:59 > 0:21:05I think it's high time that your builder answered some questions,
0:21:05 > 0:21:07some much-needed questions.
0:21:07 > 0:21:09But I would like to know from you
0:21:09 > 0:21:12what questions you would like to ask him.
0:21:12 > 0:21:14Why did he remove my bathroom?
0:21:14 > 0:21:16To remove a bathroom in somebody's house
0:21:16 > 0:21:20when that is their only facility for having a daily wash
0:21:20 > 0:21:22- is just out of order.- OK.
0:21:22 > 0:21:24Well, I'm going to give you that chance now.
0:21:24 > 0:21:27What I'm going to do is I'm going to put it on speakerphone for you.
0:21:27 > 0:21:29- PHONE RINGS - There.
0:21:31 > 0:21:33Hello? Do you recognise this voice?
0:21:33 > 0:21:36I have some questions to ask you, if you don't mind,
0:21:36 > 0:21:38and you have the right of reply.
0:21:38 > 0:21:41Why did you remove my bathroom upstairs
0:21:41 > 0:21:44when you had put no drainage in place?
0:21:44 > 0:21:47You have left me with no bathroom in this house.
0:21:47 > 0:21:50Why did you take my bathroom out?
0:21:50 > 0:21:54'For legal reasons, we can't broadcast the builder's voice.
0:21:54 > 0:21:57'But when asked about removing the bath,
0:21:57 > 0:22:01'he said he was only following Lesley's instructions.'
0:22:01 > 0:22:02Cos I asked you to?!
0:22:02 > 0:22:06I did not ask you. You are in charge as the builder.
0:22:06 > 0:22:10You said to me, "Do you want me to fit your bath upstairs
0:22:10 > 0:22:13"downstairs temporarily?" And I said "no".
0:22:13 > 0:22:16I said after three weeks, I would have expected you
0:22:16 > 0:22:19to have had my bathroom re-installed upstairs.
0:22:19 > 0:22:23My second questions is, at the same time,
0:22:23 > 0:22:26why wasn't a steel beam discussed internally?
0:22:26 > 0:22:32You allowed the bedroom and the roof to be built on top of the kitchen,
0:22:32 > 0:22:36when no steel support had been put in internally.
0:22:36 > 0:22:41So ten months, all that weight was sat on a kitchen doorway
0:22:41 > 0:22:44that didn't have sufficient support there.
0:22:44 > 0:22:47'In response to this allegation, the builder said
0:22:47 > 0:22:50'he DID want to investigate the kitchen beam
0:22:50 > 0:22:52'but was told by Lesley not to.'
0:22:52 > 0:22:55You really don't know what you're doing as a builder, do you?
0:22:55 > 0:22:58I think all you are is a painter and decorator.
0:22:58 > 0:23:00Anyhow, forget it!
0:23:01 > 0:23:05Ooh! Now, THAT was fierce!
0:23:05 > 0:23:10He's constantly pushing the blame back at you.
0:23:10 > 0:23:12I didn't want this and I didn't want that!
0:23:12 > 0:23:19How would you not want an RSJ to support the upstairs floor over...?
0:23:19 > 0:23:21Because it's not whether you want it,
0:23:21 > 0:23:25- it's not whether he wants it, it's building control...- That's right.
0:23:25 > 0:23:26..that actually want it.
0:23:26 > 0:23:30So all of these things he was trying to put back on you.
0:23:30 > 0:23:32But that was tough. It was hard.
0:23:32 > 0:23:36And I could feel the passion and I could feel the pain from you.
0:23:36 > 0:23:38But listen, well done, Lesley.
0:23:38 > 0:23:42'Well done indeed! Next, on to the fun bit.
0:23:42 > 0:23:45'Lesley's been living with the work as it's been going on,
0:23:45 > 0:23:48'but now it's time for the grand tour.
0:23:48 > 0:23:50'Can't wait!'
0:23:50 > 0:23:51Here we go.
0:23:56 > 0:24:00- Lovely! - What was it like before? Remember?
0:24:00 > 0:24:02Well, we had a big trench there.
0:24:04 > 0:24:07There, there was a grey block wall, wasn't there,
0:24:07 > 0:24:10that the labourer built? It wasn't even straight.
0:24:10 > 0:24:12So now they've finished the wall off and plastered it all,
0:24:12 > 0:24:17- got the chrome lights. I really like chrome lights.- Looks really good.
0:24:17 > 0:24:19It looks so much brighter, as well, doesn't it?
0:24:19 > 0:24:22I mean, you've still got a bit of tiling to do, but do you know,
0:24:22 > 0:24:25one of the most important things, for me, or two of them,
0:24:25 > 0:24:28- remember about the beam? What was the problem?- Oh, yes.
0:24:28 > 0:24:30Yeah, the beam, yeah. Having the beam done is, well,
0:24:30 > 0:24:34structurally making the house not going to collapse in time.
0:24:34 > 0:24:37Yeah, exactly. That was the thing. I mean, obviously,
0:24:37 > 0:24:40this was the discovery that there was every possibility that
0:24:40 > 0:24:44that upstairs extension, the bedroom, could have collapsed down.
0:24:44 > 0:24:45One of the things that I really hated
0:24:45 > 0:24:49was the fact that, from a security point of view, the door was like...
0:24:49 > 0:24:52- There was your big opening. - You could put your arm through.
0:24:52 > 0:24:57You could! So I'm really pleased to see the door and the frame in.
0:24:57 > 0:24:59- It's a magic door! - Yeah, that's right!
0:25:00 > 0:25:02Everything's in!
0:25:02 > 0:25:04Yeah, it's fantastic. Yeah, it really is.
0:25:04 > 0:25:08This is like... For you now, is this a new beginning?
0:25:08 > 0:25:12Well, what I shall do now is I shall get a nice kitchen table here
0:25:12 > 0:25:14and we'll be able to start functioning again
0:25:14 > 0:25:15as a family, downstairs.
0:25:15 > 0:25:19Yeah, yeah, yeah. Now then, do you remember the bath situation?
0:25:19 > 0:25:21It was bucket bath time.
0:25:21 > 0:25:23- Joke. Absolute joke.- Indeed.
0:25:23 > 0:25:27And this is where I want to show you now, what the office area's like,
0:25:27 > 0:25:28cos you wanted the office bit.
0:25:28 > 0:25:32You also wanted an en-suite area, too. So shall we go and have a look?
0:25:32 > 0:25:34- Oh, yes, please.- Come on.
0:25:35 > 0:25:36Come and have a look.
0:25:38 > 0:25:42- Cor, look at this!- Hey! - Do you remember this, Honor, before?
0:25:42 > 0:25:45Do you remember the builder was never capable of taking this wall down,
0:25:45 > 0:25:47was he, and supporting the staircase?
0:25:47 > 0:25:49Yes.
0:25:49 > 0:25:52Do you remember, Honor, looking at the electrics and everything,
0:25:52 > 0:25:54the way the flooring's been put in,
0:25:54 > 0:25:57just tell us what you're going to be using this for
0:25:57 > 0:25:58and how excited you are about it.
0:25:58 > 0:26:01This room is going to be for my college work.
0:26:01 > 0:26:03I go to college, don't I?
0:26:03 > 0:26:05So it's a nice little area for you to come
0:26:05 > 0:26:09- and sort of concentrate and do your work.- That's right.
0:26:09 > 0:26:12But also it's just a lovely little escape area, too.
0:26:12 > 0:26:13But of course, if you remember,
0:26:13 > 0:26:16we'd got huge holes all over the place, windows weren't there...
0:26:16 > 0:26:20No windows, no. That's our fire-exit window.
0:26:20 > 0:26:22It's now gone in, of course, you know.
0:26:22 > 0:26:24And this was very cold, this room.
0:26:24 > 0:26:29I mean, I was packing the holes up with tissue paper and plastic bags,
0:26:29 > 0:26:31because, of course, we had to bath in here.
0:26:31 > 0:26:34There was gaps, gaps in the wall. So yeah, I used to pack it up and...
0:26:34 > 0:26:37- I don't know how you did it, actually.- Well, neither do I.
0:26:37 > 0:26:40I really do not know how you coped with it.
0:26:40 > 0:26:42As I said, I think I've most probably aged this year
0:26:42 > 0:26:45and become more of an alcoholic!
0:26:45 > 0:26:49Well, let's hope we can stem the tide. We don't want you doing that.
0:26:49 > 0:26:52Now, do you remember, Honor, what your mum had to do,
0:26:52 > 0:26:55when you wanted a bath? What happened?
0:26:55 > 0:27:00- Yeah.- A baby bath, then a tub. - That's right. That's right, Honor.
0:27:00 > 0:27:04Because of that situation with bathing in a tub,
0:27:04 > 0:27:08in a plastic tub, I want to show you the en suite.
0:27:08 > 0:27:10Come on, Honor, go and have a look in there.
0:27:10 > 0:27:13Oh, look at this!
0:27:13 > 0:27:15That's fantastic, isn't it?
0:27:15 > 0:27:19Now, obviously, in here you've got the toilet, you've got the basin.
0:27:19 > 0:27:20I love the chrome towel rail, as well.
0:27:20 > 0:27:23Mirror... You've got the extraction fan,
0:27:23 > 0:27:26you've got what they call "zone one lighting", as well, for in here,
0:27:26 > 0:27:28and above the shower, which means it's water resistant,
0:27:28 > 0:27:30it's moisture resistant.
0:27:32 > 0:27:37Look, Honor! We can go in there and get spruced up and washed up
0:27:37 > 0:27:39in about ten minutes instead of two hours.
0:27:39 > 0:27:45- Yeah, it's just brilliant now. - So overall now, how do you feel?
0:27:45 > 0:27:49Well, I'm just really, really grateful to you, really I am,
0:27:49 > 0:27:52because I could have never, ever done this myself.
0:27:52 > 0:27:55So are we having a hug? Are we going to have a group hug? Yeah?
0:27:55 > 0:27:59Come and have a group hug. Awww, that's nice!
0:27:59 > 0:28:03- Thanks very much, Clive.- Hey, it's a pleasure. It's a pleasure.
0:28:13 > 0:28:17I tell you what, that's a cracking job by Ray and Paul.
0:28:17 > 0:28:19But it's not over yet.
0:28:19 > 0:28:21I've got all the evidence here in the evidence box
0:28:21 > 0:28:23to take to the nearest Trading Standards office
0:28:23 > 0:28:25and hope that they will pick it up from there.
0:28:25 > 0:28:28So, watch out, all you cowboy builders,
0:28:28 > 0:28:29because we're on your trail.
0:28:43 > 0:28:45Subtitles by Red Bee Media Ltd