0:00:02 > 0:00:04- When a crisis strikes your home... - 'How can I help?'
0:00:04 > 0:00:07'I've got a bit of an emergency.'
0:00:07 > 0:00:09..or you want major work done...
0:00:09 > 0:00:12- It was our dream.- It is a total mess.
0:00:12 > 0:00:14..you need one of the good guys.
0:00:14 > 0:00:16But you don't always get them.
0:00:16 > 0:00:18I've never seen anything like this.
0:00:18 > 0:00:20Potentially, I stand to lose the house.
0:00:20 > 0:00:23We'll hear the stories of devastation and despair left behind
0:00:23 > 0:00:25when building work doesn't go to plan.
0:00:25 > 0:00:28He didn't put the foundations all the way around,
0:00:28 > 0:00:30- so the front bit didn't have any foundation.- What?!
0:00:30 > 0:00:33And we'll tell you how to avoid becoming a victim yourself.
0:00:33 > 0:00:37And did you have a comparison price?
0:00:37 > 0:00:39But most tradesmen are there to help,
0:00:39 > 0:00:41and we'll follow the response teams
0:00:41 > 0:00:43who are there for you 24 hours a day...
0:00:43 > 0:00:46Eventually, the ceiling would have come down in the kitchen.
0:00:46 > 0:00:48..seven days a week.
0:00:48 > 0:00:51It ain't everyone's cup of tea, but most people are pleased to see you.
0:00:51 > 0:00:55From plumbers to roofers, electricians to locksmiths,
0:00:55 > 0:00:58we meet the men and women who help you out in your hour of need.
0:01:03 > 0:01:05This is the one, yes.
0:01:05 > 0:01:08Coming up - a plumber comes to the rescue
0:01:08 > 0:01:10when a pensioner's radiator springs a leak...
0:01:10 > 0:01:15It was horrendous. I'm an old lady, I can't take flooding radiators!
0:01:15 > 0:01:18..a roofer has to turn investigator to find out what's caused
0:01:18 > 0:01:21a serious flood in a luxury tailors...
0:01:21 > 0:01:23I'm kind of angry,
0:01:23 > 0:01:25because it's obviously something that's really little
0:01:25 > 0:01:27that's caused all this much damage.
0:01:27 > 0:01:31..and a woman is left devastated when a careless conservatory-fitter
0:01:31 > 0:01:34leaves her house unfinished and unsafe...
0:01:34 > 0:01:36I felt as if I was in a nightmare,
0:01:36 > 0:01:40and there was nothing I could do to get anything better.
0:01:40 > 0:01:43..and I get to see the damage for myself.
0:01:43 > 0:01:46- It's of a very poor standard, indeed.- It is very poor.
0:01:51 > 0:01:53Not every tradesman you invite into your home
0:01:53 > 0:01:56will necessarily be a safe pair of hands.
0:01:56 > 0:01:58In fact, a small minority are so slippery
0:01:58 > 0:02:01it's hard to catch them - until it's too late.
0:02:05 > 0:02:09Joyce Parks has lived in her home in Dudley for 27 years.
0:02:09 > 0:02:11Cup of tea?
0:02:11 > 0:02:16Joyce's husband Richard is severely disabled and isn't very mobile.
0:02:17 > 0:02:19Because she cares for him on her own at home,
0:02:19 > 0:02:22she knew the house would need to be altered,
0:02:22 > 0:02:24to make things easier for both of them.
0:02:25 > 0:02:29Getting Richard out of bed on a morning, it is very difficult,
0:02:29 > 0:02:33because he's not very agile.
0:02:33 > 0:02:37I have to dress him, shave him.
0:02:37 > 0:02:41I even have to take him to the toilet on a commode.
0:02:41 > 0:02:44And, uh, it is a difficult life.
0:02:44 > 0:02:48Very, very gently. Gently.
0:02:48 > 0:02:49Lovely.
0:02:49 > 0:02:53I know if it was the other way around, Richard would do it for me.
0:02:54 > 0:02:59In 2012, Joyce realised she needed to renovate the house
0:02:59 > 0:03:02to make life easier for her and Richard.
0:03:02 > 0:03:06She invested her life savings and her aunt's inheritance money
0:03:06 > 0:03:08in some much-needed renovation work.
0:03:10 > 0:03:12Little did she know then
0:03:12 > 0:03:15that a wheelchair-friendly new extension, a wet room,
0:03:15 > 0:03:18kitchen and garden landscaping
0:03:18 > 0:03:21would end up costing her nearly £90,000,
0:03:21 > 0:03:23when she had to pay twice
0:03:23 > 0:03:28to get the shoddy work done by Jason Jones of Jones Windows put right.
0:03:29 > 0:03:32I think it was a despicable thing he did.
0:03:32 > 0:03:36But I feel that it is Richard, a disabled person,
0:03:36 > 0:03:38that he has robbed.
0:03:38 > 0:03:40As well as me, but mainly him.
0:03:41 > 0:03:43And that's how I feel.
0:03:45 > 0:03:47Joyce has clearly had a terrible experience,
0:03:47 > 0:03:51so I've come to Dudley to hear the full story for myself.
0:03:51 > 0:03:55- Hello, Tommy.- Hello, Joyce. How are you?- Do come in.- Thank you.
0:03:59 > 0:04:02- This is a nice big room, this one, isn't it?- Thank you.
0:04:02 > 0:04:07And the builder you chose to do the work was a guy called Jason Jones?
0:04:07 > 0:04:08- Yes.- Was he recommended?
0:04:08 > 0:04:13He was recommended to me by a chap who had done the roof.
0:04:13 > 0:04:17Did a cracking job. And he brought him here.
0:04:17 > 0:04:19His van had got "Jason Jones",
0:04:19 > 0:04:23because he was a window and conservatory person.
0:04:23 > 0:04:25- Oh, right.- And that was his job.
0:04:25 > 0:04:29- So he was like a double-glazing...- Yes.
0:04:29 > 0:04:31- ..and conservatory contractor. - Yes. Yes.
0:04:33 > 0:04:37Although Jones was mainly a windows and conservatory fitter,
0:04:37 > 0:04:40he convinced Joyce he could manage the whole build.
0:04:40 > 0:04:42I asked him to give me a quote,
0:04:42 > 0:04:46and when I said that Richard was going to go into hospital,
0:04:46 > 0:04:48he said he could start that day,
0:04:48 > 0:04:51and he would be finished the day that Richard would be back home.
0:04:53 > 0:04:56Richard was about to have a six-week stay in hospital
0:04:56 > 0:04:59to have an operation to treat bowel cancer.
0:04:59 > 0:05:02Just one of the very serious conditions he's been battling.
0:05:02 > 0:05:06- Was he aware of the condition your husband had?- He knew that.
0:05:06 > 0:05:09- He knew that?- We had met him and he'd seen that.
0:05:09 > 0:05:11- So he was fully aware... - He was, yes.
0:05:11 > 0:05:14- ..before he started...- Yes.- ..of what the whole project was about?
0:05:14 > 0:05:17- Yes, he was. - What it was based on?- Yes.
0:05:17 > 0:05:22Joyce had agreed to pay Jones £53,500 for the work,
0:05:22 > 0:05:25but what she hadn't established were fixed payments
0:05:25 > 0:05:28when different stages of the build were completed.
0:05:28 > 0:05:30Always a mistake.
0:05:30 > 0:05:32Did he ask for money upfront?
0:05:32 > 0:05:35Yes, he wanted £8,000 contingency fund.
0:05:35 > 0:05:37- Did you give it to him?- I did.
0:05:37 > 0:05:41How long then before he asked you for the next payment?
0:05:41 > 0:05:44- About a week.- About a week?! Hmm.
0:05:44 > 0:05:47- For how much?- £10,000.
0:05:47 > 0:05:50Oh, I don't like the way this is going. I can see...
0:05:50 > 0:05:53And how much work had he done?
0:05:53 > 0:05:56But the work, although it had started well,
0:05:56 > 0:05:58started to dwindle off
0:05:58 > 0:06:02because neighbours were telling me, some days, no-one turned up.
0:06:04 > 0:06:08Joyce had to move out of her home at this very stressful time.
0:06:08 > 0:06:09She was staying with family
0:06:09 > 0:06:12and visiting Richard in hospital every day,
0:06:12 > 0:06:16as well as trying to keep an eye on the building work.
0:06:16 > 0:06:18And, on top of this,
0:06:18 > 0:06:21she was dealing with the most devastating news
0:06:21 > 0:06:23any parent could have.
0:06:23 > 0:06:26Her son, Neville, was terminally ill with throat cancer.
0:06:27 > 0:06:30When Jason started,
0:06:30 > 0:06:33my son...was...
0:06:33 > 0:06:36only two months away from dying.
0:06:36 > 0:06:40We didn't know that he was going to die,
0:06:40 > 0:06:42but he did know that my son was in hospital.
0:06:42 > 0:06:45And he knew he had got cancer.
0:06:45 > 0:06:48He knew Richard had got cancer.
0:06:48 > 0:06:51And he knew my circumstances.
0:06:51 > 0:06:53But he took advantage.
0:06:54 > 0:06:57Jones had promised Joyce that within six weeks
0:06:57 > 0:07:00he'd be able to build a new extension,
0:07:00 > 0:07:02convert the existing living room into a bedroom,
0:07:02 > 0:07:04with en-suite wet room,
0:07:04 > 0:07:07fit a new kitchen and landscape the garden.
0:07:07 > 0:07:10All making the house wheelchair-friendly
0:07:10 > 0:07:12for both Richard and the couple's son, Neville,
0:07:12 > 0:07:15if he were ever well enough to visit again.
0:07:15 > 0:07:18By now, his cancer had spread to his spine,
0:07:18 > 0:07:21and he was confined to a wheelchair, too.
0:07:21 > 0:07:26And, at home, very little progress was being made on the build.
0:07:26 > 0:07:29It was very difficult because...
0:07:29 > 0:07:34I could see that it wasn't going to be done in that six weeks.
0:07:34 > 0:07:36As he'd started trailing off,
0:07:36 > 0:07:39it wasn't going to be done in six months.
0:07:39 > 0:07:43When you came back and you saw it, what stage was the work at?
0:07:43 > 0:07:45- Was it nearly finished?- No.
0:07:45 > 0:07:48No, far from it. I had no kitchen.
0:07:48 > 0:07:52And when I said, "Look, you must get me a kitchen. I need a kitchen.
0:07:52 > 0:07:54"We need things for my husband."
0:07:54 > 0:07:58Then he got the inside as finished as he possibly could,
0:07:58 > 0:08:01within a matter of, say, four weeks.
0:08:01 > 0:08:05But, even then, the workmanship was shoddy.
0:08:05 > 0:08:07The conservatory was far from finished,
0:08:07 > 0:08:10Richard's crucial wet room floor didn't drain,
0:08:10 > 0:08:13and there were serious problems with the flooring throughout.
0:08:13 > 0:08:16So who was controlling the quality of the work?
0:08:16 > 0:08:18Himself.
0:08:18 > 0:08:21- Mmm... Yeah, well, there lies one of the problems.- Yes.
0:08:21 > 0:08:24And, of course, it couldn't be you,
0:08:24 > 0:08:27because you were totally preoccupied with your husband and your son.
0:08:27 > 0:08:31Well, that's right. And, of course, when my son died...
0:08:31 > 0:08:35I went into numbness.
0:08:35 > 0:08:38I just couldn't deal with anything.
0:08:38 > 0:08:40And all I could say, kept saying to him was,
0:08:40 > 0:08:42"Just finish, please. Finish."
0:08:42 > 0:08:44I couldn't argue with him.
0:08:44 > 0:08:47I knew the work wasn't right, but...
0:08:47 > 0:08:49- You just wanted to see the back of him.- That's right.
0:08:49 > 0:08:51- Get it finished and go. - Get out of my life.
0:08:53 > 0:08:56Sadly, Joyce and Richard's son Neville
0:08:56 > 0:08:59had died in February 2012.
0:08:59 > 0:09:02I felt as if I was in a nightmare,
0:09:02 > 0:09:04and there was nothing I could do...
0:09:06 > 0:09:08..to get anything better.
0:09:09 > 0:09:11And, to add insult to injury,
0:09:11 > 0:09:14Jason Jones hadn't even tidied the site.
0:09:14 > 0:09:17On the front of our garden
0:09:17 > 0:09:19there had been an overflowing skip,
0:09:19 > 0:09:22and it'd been there for such a long time.
0:09:22 > 0:09:26And time and time again, I'd asked Jason to have it removed.
0:09:27 > 0:09:30And the only time he decided to move it
0:09:30 > 0:09:33was the night before my son's funeral.
0:09:35 > 0:09:37What hurt me most
0:09:37 > 0:09:40is I couldn't ask people back to my home...
0:09:42 > 0:09:43..the day of my son's funeral.
0:09:45 > 0:09:48Joyce had been through such an unbelievably sad experience,
0:09:48 > 0:09:52it's no wonder she didn't have the energy to confront her builder
0:09:52 > 0:09:54while she was in the midst of her grief.
0:09:55 > 0:09:58Later, I get to see the workmanship for myself,
0:09:58 > 0:10:00and I'm disgusted.
0:10:00 > 0:10:03It's all just...
0:10:04 > 0:10:07- It's just not very good.- No.
0:10:07 > 0:10:10And Joyce finally finds the strength to take a stand.
0:10:11 > 0:10:14I've threatened him with getting Trading Standards in,
0:10:14 > 0:10:16and they took the case up.
0:10:22 > 0:10:25In North London, plumber and heating engineer Graham Gorb
0:10:25 > 0:10:29has been called out to a house with a leaking radiator.
0:10:29 > 0:10:32I don't know if they've managed to turn the radiator off.
0:10:32 > 0:10:34I'm guessing, as they haven't phoned up again,
0:10:34 > 0:10:37I'm assuming they've managed to get it to go off OK.
0:10:37 > 0:10:40Carol Levitt has lived in her flat for 25 years
0:10:40 > 0:10:43and has never had a problem with her radiators - until now.
0:10:43 > 0:10:45Well, I got up in the morning,
0:10:45 > 0:10:50I went to the radiator and there was a tiny little leak coming out of it.
0:10:50 > 0:10:52So I phoned up Broits,
0:10:52 > 0:10:55and I said, "We've got a leak in the radiator."
0:10:55 > 0:10:59She said, "We're pretty busy, but we'll come out when we can."
0:10:59 > 0:11:04And, suddenly, the water started absolutely pouring out.
0:11:04 > 0:11:09And we got buckets and we got bowls and we rushed like lunatics.
0:11:09 > 0:11:12And I phoned again, I said, "It's become an emergency.
0:11:12 > 0:11:14"You've got to come quick."
0:11:14 > 0:11:16So she told my husband exactly what to do
0:11:16 > 0:11:19to turn off two valves either side,
0:11:19 > 0:11:24which he did with a great deal of difficulty, I might add.
0:11:24 > 0:11:27And she said she'll send Graham as soon as possible.
0:11:27 > 0:11:29Hi, it's Graham.
0:11:31 > 0:11:36- How are you?- Oh, not very happy. It's been terrible.
0:11:36 > 0:11:38- You've got a leak, I'm told. - This is the one, yes.
0:11:38 > 0:11:42It was absolutely pouring.
0:11:42 > 0:11:44But now it's eased up a bit.
0:11:44 > 0:11:47Julian unscrewed both sides.
0:11:47 > 0:11:48Right, OK.
0:11:48 > 0:11:52And it seems to be - it was absolutely pouring out.
0:11:52 > 0:11:55- OK, fine.- So...- I'll just make sure everything turned off properly.
0:11:55 > 0:11:57Right.
0:11:57 > 0:12:01It was horrendous. I'm an old lady, I can't take flooding radiators!
0:12:01 > 0:12:04But... And the buckets and the bowls,
0:12:04 > 0:12:08and the clearing up and the towels and everything else.
0:12:08 > 0:12:09The towel at this end,
0:12:09 > 0:12:12- was this valve started leaking when you turned it off?- Yes, yes.
0:12:12 > 0:12:16- It did.- I'll just put a new valve on that.
0:12:16 > 0:12:19It appears the radiator is split underneath and leaking.
0:12:19 > 0:12:22A new valve will be a temporary fix,
0:12:22 > 0:12:24but Carol will need a new radiator.
0:12:24 > 0:12:27We might as well just change both the valves, while we're at it.
0:12:27 > 0:12:30Put two new valves on it, new radiator.
0:12:30 > 0:12:33It'll be stove-white enamels, so you don't need to paint them.
0:12:33 > 0:12:34Oh, that's good.
0:12:34 > 0:12:38Before Graham can do anything, he needs to check the boiler
0:12:38 > 0:12:40to ensure there's enough water pressure
0:12:40 > 0:12:43to enable him to drain and then refill a new radiator...
0:12:43 > 0:12:45What I'll do...
0:12:45 > 0:12:48..but Carol throws a spanner in the works.
0:12:48 > 0:12:50Let's go and check the boiler pressure
0:12:50 > 0:12:51and see what's happening.
0:12:51 > 0:12:53I think something must have gone down,
0:12:53 > 0:12:55because upstairs hasn't got water either.
0:12:55 > 0:12:57That's not good. Have you got water down here?
0:13:01 > 0:13:04Is that normal?
0:13:04 > 0:13:08- Is it usually a lot better than that? It is, isn't it?- Yes!
0:13:08 > 0:13:09- OK.- Ah.
0:13:09 > 0:13:14Maybe the water board have turned this street off, maybe.
0:13:14 > 0:13:16What, all of a sudden when I've got the leak?
0:13:17 > 0:13:20- That's very strange. - I'm not sure.- OK.
0:13:20 > 0:13:23Graham needs to find out from Carol's neighbours
0:13:23 > 0:13:25if the mains water has been switched off.
0:13:25 > 0:13:27The neighbour upstairs
0:13:27 > 0:13:30has complained that they've lost their cold water.
0:13:30 > 0:13:34And the water down here is... Is pretty rubbish.
0:13:34 > 0:13:37So we're just trying to find out whether or not
0:13:37 > 0:13:39if any of the neighbours have lost
0:13:39 > 0:13:41their cold-water mains pressure.
0:13:41 > 0:13:45And as Graham knocks on doors, the picture becomes clear.
0:13:45 > 0:13:47In a bizarre coincidence,
0:13:47 > 0:13:49the water board has turned the water off in the street
0:13:49 > 0:13:52because of a flood nearby.
0:13:52 > 0:13:55So, I'm sure by tomorrow morning it'll be back on
0:13:55 > 0:13:57and we can sort it all out for her.
0:13:57 > 0:14:01It does mean the end of a day's work for Graham.
0:14:01 > 0:14:04If Graham took the radiator off the wall now,
0:14:04 > 0:14:06he'd have to drain the system,
0:14:06 > 0:14:08sending Carol's water pressure plummeting.
0:14:08 > 0:14:11And because the water's cut off at the moment
0:14:11 > 0:14:14he wouldn't be able to fill the system back up again.
0:14:14 > 0:14:15Without adequate pressure,
0:14:15 > 0:14:18combination or combi boilers like Carol's
0:14:18 > 0:14:20can't supply heating or hot water.
0:14:20 > 0:14:23- If I change the valve, I'll lose the system pressure.- Yes.
0:14:23 > 0:14:24Which normally is fine,
0:14:24 > 0:14:27and then I can just come back to this filling loop
0:14:27 > 0:14:28and fill the water back up.
0:14:28 > 0:14:31But as there's no water coming in, I can't do that,
0:14:31 > 0:14:34otherwise I'll leave you with no heating.
0:14:34 > 0:14:36If you have a combi, it's really important
0:14:36 > 0:14:39to keep the water pressure inside the boiler just right.
0:14:39 > 0:14:42Usually between one and two on the gauge.
0:14:42 > 0:14:46But your user manual or plumber can tell you for sure.
0:14:46 > 0:14:50They'll also tell you how to regulate the pressure yourself,
0:14:50 > 0:14:52by letting water in via your filling loop.
0:14:52 > 0:14:54It's a straightforward job.
0:14:55 > 0:14:58'It's far safer to leave Carol's boiler alone
0:14:58 > 0:15:01'until the water board have turned everything back on,
0:15:01 > 0:15:02'and she doesn't seem too worried.'
0:15:02 > 0:15:05- OK, thanks very much. - All right? Lovely.
0:15:05 > 0:15:08- I'll see you tomorrow.- OK, bye.- Bye.
0:15:08 > 0:15:11Well, it can't be done, it can't be done. What can you do?
0:15:11 > 0:15:15You know, it's the water board that's cut off our water,
0:15:15 > 0:15:17that's caused the problem.
0:15:17 > 0:15:20It just happened to happen all at the wrong time.
0:15:26 > 0:15:28'Back in Dudley, I'm getting to grips
0:15:28 > 0:15:32'with the extent of the damage done to Joyce Parks' property.'
0:15:32 > 0:15:35- There's a lot of give in that. - Yes.- It's like a springboard.
0:15:35 > 0:15:36- That's not good.- It is.
0:15:36 > 0:15:38'Jason Jones had promised
0:15:38 > 0:15:41'a brand-new wheelchair-friendly extension,
0:15:41 > 0:15:44'a wet room, kitchen and landscape garden,
0:15:44 > 0:15:48'all with the aim of making care for Joyce's husband Richard easier.
0:15:48 > 0:15:54'But after she paid out nearly £45,000 of the £53,500 quoted,
0:15:54 > 0:15:57'Jones was nowhere to be seen.'
0:15:57 > 0:15:59'His extension had to be rebuilt
0:15:59 > 0:16:01'and his shoddy workmanship throughout
0:16:01 > 0:16:04'means Joyce has been left with a kitchen that's barely workable,
0:16:04 > 0:16:06'and a wet room that doesn't drain.'
0:16:07 > 0:16:11- This is not a very good quality, cos it's already lifted.- Yes.
0:16:11 > 0:16:14'In the kitchen, I can see for myself
0:16:14 > 0:16:17'that the work done is really substandard.'
0:16:17 > 0:16:19The rule of thumb is the lines that you have
0:16:19 > 0:16:22- should run parallel with the lines below.- Yes.
0:16:22 > 0:16:25- That's how it works.- I see.
0:16:25 > 0:16:28The door handles, they should be together, not in the middle.
0:16:28 > 0:16:29And that isn't connected
0:16:29 > 0:16:32and, really, we should have one that takes it outside.
0:16:32 > 0:16:36Well, yeah, yeah. Cos I'm looking at the window
0:16:36 > 0:16:38and you've obviously got serious condensation problem.
0:16:38 > 0:16:40Yes, that's right.
0:16:40 > 0:16:42- This is a dishwasher, I presume?- Yes.
0:16:42 > 0:16:44And then, of course,
0:16:44 > 0:16:46how are you supposed to open that cupboard properly
0:16:46 > 0:16:48against the dishwasher face like that?
0:16:48 > 0:16:51Well, if this is open anyway,
0:16:51 > 0:16:53you do have problems again.
0:16:53 > 0:16:55It's not very good.
0:16:55 > 0:17:00I think, really...there's not that much salvageable with this.
0:17:00 > 0:17:03You'd be better off to have it all out and have a new one put in.
0:17:03 > 0:17:07- Let's have a look in the wet room. - Right.- I know you've had that done.
0:17:07 > 0:17:10'The wet room was supposed to be a bathroom
0:17:10 > 0:17:13'that Richard could access easily in his wheelchair
0:17:13 > 0:17:16'and wash without Joyce having to lift him into a bath
0:17:16 > 0:17:17'or enclosed shower.
0:17:17 > 0:17:20'So it's vital the floor is angled
0:17:20 > 0:17:23'so that the water drains away easily.'
0:17:23 > 0:17:27- This doesn't seem to me to be the lowest point in the room.- It isn't.
0:17:28 > 0:17:32- So how is the water expected to drain?- It doesn't. It floods.
0:17:34 > 0:17:36All this has got to come up.
0:17:36 > 0:17:39This has all got to be ripped up to be done again.
0:17:40 > 0:17:43'Joyce was still grieving for her son
0:17:43 > 0:17:46'and providing 24-hour care for her husband, Richard.'
0:17:49 > 0:17:51'But she eventually found the strength
0:17:51 > 0:17:54'to report Jason's shoddy work.'
0:17:54 > 0:17:57I threatened him with getting Trading Standards in and he called my bluff
0:17:57 > 0:18:02and in the end he said, "Well, if you feel happy, call them in" and I did.
0:18:02 > 0:18:06- And they took the case up.- They must have been appalled. Was it that bad?
0:18:06 > 0:18:07It was so bad.
0:18:07 > 0:18:10The building inspector,
0:18:10 > 0:18:14when he walked into the orangery, he said,
0:18:14 > 0:18:18"He has put lintels where RSJs should be", and they were bending.
0:18:18 > 0:18:23And he checked how far down the footings had gone
0:18:23 > 0:18:25and, instead of going down for a metre,
0:18:25 > 0:18:27they were 27 centimetres.
0:18:28 > 0:18:32So, really, the place, it was dangerous.
0:18:32 > 0:18:34So they put a dangerous-structure notice on,
0:18:34 > 0:18:37- which would have meant you had to demolish it?- We had to demolish it.
0:18:37 > 0:18:40- All that money. All wasted. - Yes, yes.
0:18:40 > 0:18:43Now, when you contacted Trading Standards,
0:18:43 > 0:18:46did they have any track record of this guy?
0:18:46 > 0:18:50- He'd had five CJs against him. - County Court Judgements?
0:18:50 > 0:18:55- He had five against him, so he had a track record.- He did. Yeah.
0:18:55 > 0:18:58So what happened to him? He came unstuck, cos Trading Standards...
0:18:58 > 0:19:00Yes, they took him to court.
0:19:00 > 0:19:02And the outcome of that?
0:19:02 > 0:19:04He was convicted.
0:19:04 > 0:19:08'Jones received a four-month prison sentence suspended for 12 months.'
0:19:08 > 0:19:13He'd got to give me £5,000 compensation.
0:19:13 > 0:19:15- That's small potatoes, really... - I know it is.
0:19:15 > 0:19:17..for what you've lain out.
0:19:17 > 0:19:21- And how much has he given you so far?- £500.- Right.
0:19:23 > 0:19:25This looks a very pleasant, well-built building now,
0:19:25 > 0:19:29so did you have it all rebuilt by somebody else?
0:19:29 > 0:19:30Yes, we brought another builder in.
0:19:30 > 0:19:34Again, he was recommended, and this time I did see his work.
0:19:37 > 0:19:39He demolished it and he's rebuilt,
0:19:39 > 0:19:44and we're absolutely delighted with the end result of it.
0:19:44 > 0:19:48- So, you've had to pay all over again.- Again, yes. Yes.
0:19:51 > 0:19:55Jason Jones had taken £44,900 from Joyce
0:19:55 > 0:19:57before he'd start work.
0:19:57 > 0:20:00She then paid another builder £28,000
0:20:00 > 0:20:03to take down and rebuild the extension.
0:20:03 > 0:20:07£12,000 to landscape her garden
0:20:07 > 0:20:10and £3,000 on lawyer fees.
0:20:11 > 0:20:14A total of £87,900.
0:20:14 > 0:20:17And even after spending all that money,
0:20:17 > 0:20:19she's still left with an unusable wet room
0:20:19 > 0:20:21and a badly installed kitchen.
0:20:23 > 0:20:27'Well, it's a sorry tale and an awful experience for Joyce
0:20:27 > 0:20:29'who's going through such a tough time
0:20:29 > 0:20:31'without all this building stress on her plate too,
0:20:31 > 0:20:35'but there is some light at the end of the tunnel.'
0:20:35 > 0:20:39- Well, Joyce, it's been a real pleasure meeting you.- Mine too.
0:20:39 > 0:20:40Because of your actions,
0:20:40 > 0:20:42you have saved lots of potential victims
0:20:42 > 0:20:45getting into the same difficulties as you did.
0:20:45 > 0:20:48Well, I think he's had his comeuppance.
0:20:48 > 0:20:52- So, on that, I congratulate you. - Thank you.
0:20:52 > 0:20:55'It's worth remembering the lessons Joyce learned
0:20:55 > 0:20:58'if you're thinking of renovating your home.
0:20:58 > 0:21:01'If you're doing a big job, make sure it's worth it.
0:21:01 > 0:21:03'For some people,
0:21:03 > 0:21:07'it's cheaper to knock down and rebuild rather than renovate.
0:21:07 > 0:21:09'Secondly, if you're a novice,
0:21:09 > 0:21:12'make sure you get a project manager who isn't.
0:21:12 > 0:21:14'And, thirdly, always, always
0:21:14 > 0:21:18'check out your builder's credentials and expertise.
0:21:18 > 0:21:20'If they're a window-fitter or a plumber,
0:21:20 > 0:21:25'that doesn't qualify them to do a great job building an extension.
0:21:25 > 0:21:28'That's a different set of skills altogether.'
0:21:38 > 0:21:41It's a rainy Monday morning on London's Savile Row,
0:21:41 > 0:21:44home to the best of British tailoring,
0:21:44 > 0:21:49and roofer Jason Ross has been summoned to a sartorial emergency.
0:21:49 > 0:21:51A waterlogged roof terrace
0:21:51 > 0:21:56has flooded a tailor's that's safely existed in this listed building
0:21:56 > 0:21:57for nearly 70 years.
0:21:57 > 0:22:01First port of call will just be assess the insides, the damage,
0:22:01 > 0:22:05and then get up on to the roof and take it from there, really.
0:22:08 > 0:22:11Hi there. Hi, Felicity.
0:22:11 > 0:22:14- How you doing? Come to look at the roof.- Yes.
0:22:14 > 0:22:16Is that OK to see the damage first of all?
0:22:16 > 0:22:20- Yes, I think it's best to take you upstairs.- Sure.
0:22:20 > 0:22:23'As they head up the four flights of stairs from the shop floor,
0:22:23 > 0:22:26'it's clear that there's a rich history in the building
0:22:26 > 0:22:30'and an awful lot that could be water-damaged.'
0:22:30 > 0:22:32I came in this morning, come up the stairs here
0:22:32 > 0:22:35and there was water rushing.
0:22:35 > 0:22:37- The cleaner came in at 6am...- Yeah.
0:22:39 > 0:22:42- ..and put some buckets.- OK.
0:22:42 > 0:22:44It's coming through one of the cupboards
0:22:44 > 0:22:46and I think it's coming from the flat roof.
0:22:46 > 0:22:49- The access on to the roof is...- Yeah, up the top.- ..this way, presumably.
0:22:51 > 0:22:54- This is where the damage is coming from.- That's quite a lot.
0:22:54 > 0:22:57'Shocked at the amount of water that's getting in,
0:22:57 > 0:23:01'Jason heads up to the roof to find out what's going on.'
0:23:05 > 0:23:07I'm just going to have a look in there.
0:23:07 > 0:23:11While he searches for the cause of the large pool of water on the roof,
0:23:11 > 0:23:14office manager Felicity inspects the damage
0:23:14 > 0:23:17to the building's luxury decor.
0:23:17 > 0:23:19My main concern is obviously the wallpaper.
0:23:19 > 0:23:21Being hand-painted, it's quite expensive
0:23:21 > 0:23:24and a traditional part of this building.
0:23:25 > 0:23:29The wallpaper would cost a small fortune to replace
0:23:29 > 0:23:32but, before any redecorating is planned,
0:23:32 > 0:23:34Jason has to get to the source of the problem
0:23:34 > 0:23:37and find out why the water isn't draining from the roof.
0:23:45 > 0:23:49Here we go. Mini Ritz.
0:23:49 > 0:23:52It's one of the quickest jobs he's ever resolved.
0:23:52 > 0:23:56The crisp bag was simply blocking the drain.
0:23:56 > 0:23:59This is just blowing about in the air and it's covered the outlet,
0:23:59 > 0:24:04which has caused all of this water to sit here.
0:24:04 > 0:24:07And that is generally it.
0:24:07 > 0:24:11As you can see, it's now flowing away nicely.
0:24:17 > 0:24:19Just one tiny piece of litter
0:24:19 > 0:24:23has caused massive damage to this grand historic building.
0:24:23 > 0:24:26Jason's happy he solved the problem,
0:24:26 > 0:24:29but Felicity can't quite share his joy.
0:24:29 > 0:24:30I'm kind of angry a little bit,
0:24:30 > 0:24:33cos it's something that's really little
0:24:33 > 0:24:35that's caused all this much damage.
0:24:35 > 0:24:38- Thank you so much.- Take care. Look after yourself.- Will do.- Bye-bye.
0:24:38 > 0:24:40Thanks so much for coming.
0:24:46 > 0:24:49Back in North London, Carol survived the night
0:24:49 > 0:24:52without a working radiator in her bathroom.
0:24:52 > 0:24:56The bathroom didn't have heating, but all the rest of the flat,
0:24:56 > 0:25:00so I left the door open so it's reasonably warm in the bathroom,
0:25:00 > 0:25:03so everywhere else has been fine.
0:25:03 > 0:25:06And now the street's water has been turned back on,
0:25:06 > 0:25:10plumber Graham can drain the heating system, fit a new radiator
0:25:10 > 0:25:14and get her boiler's water pressure back to normal.
0:25:14 > 0:25:16This is an old rad, so...
0:25:16 > 0:25:18It would be no good if they lasted forever.
0:25:18 > 0:25:21I'd have no work. I've got a family to feed.
0:25:21 > 0:25:22Graham can now get a good look at it
0:25:22 > 0:25:25and he can see the real cause of the leak.
0:25:25 > 0:25:28The radiator's metal seam is completely split.
0:25:28 > 0:25:29I've tipped it upside down now
0:25:29 > 0:25:33so the hole that was at the bottom here somewhere,
0:25:33 > 0:25:37over here by the looks of it, that's where it was coming out of.
0:25:39 > 0:25:43It's a relatively easy job to get the new radiator into place
0:25:43 > 0:25:47and fitting an average model might set you back about £150.
0:25:50 > 0:25:54Once it's on the wall, it's just a matter of checking for leaks.
0:25:56 > 0:26:00There's the water coming through that side. Can't see anything.
0:26:00 > 0:26:04And a final task, making sure there's no air in the system.
0:26:04 > 0:26:07This is venting the radiator so we're just getting the air out.
0:26:07 > 0:26:10So if we were to turn the heating system on now,
0:26:10 > 0:26:13before I finish venting, say the water's only up to here,
0:26:13 > 0:26:16you'd find it would be hot here and cold here.
0:26:16 > 0:26:19It would be hot at the bottom, cold at the top.
0:26:19 > 0:26:21Depends, obviously, where the water level is.
0:26:21 > 0:26:24But that's how you can tell whether or not you've got air in the system.
0:26:24 > 0:26:29And it's important to vent or bleed your radiators regularly.
0:26:29 > 0:26:33If you notice a radiator only has patchy heat, or no heat at all,
0:26:33 > 0:26:36use a radiator key and carefully let the air out,
0:26:36 > 0:26:40holding a towel or cloth under the valve.
0:26:40 > 0:26:43With all the air out, the radiator can fill with water,
0:26:43 > 0:26:46giving you an even temperature.
0:26:47 > 0:26:48Right...
0:26:48 > 0:26:52I suppose I should just turn it on, make sure it works.
0:26:52 > 0:26:55Normally I charge extra to make it work(!)
0:26:58 > 0:27:01It's a success and, to give Carol a bit of a saving,
0:27:01 > 0:27:04Graham's fitted the radiator with a thermostatic valve.
0:27:04 > 0:27:06Once a certain temperature's been reached,
0:27:06 > 0:27:10the radiator will turn itself off and save wasting extra energy.
0:27:11 > 0:27:14I've got to clear up, get to my next job.
0:27:14 > 0:27:18- OK, I'll see you later then. - OK, thanks very much, Graham.
0:27:18 > 0:27:19That's all right. Bye.
0:27:24 > 0:27:28In Dudley, Joyce Parks is still waiting for Jason Jones to
0:27:28 > 0:27:33give back another £4,500 that the court ordered him to pay
0:27:33 > 0:27:36and she can't afford to finish off her house until he does.
0:27:38 > 0:27:42And, on Savile Row, it turned into a double whammy for Jason.
0:27:42 > 0:27:46As the water finally gushed down the cleared pipe on the roof,
0:27:46 > 0:27:47it overwhelmed the drains
0:27:47 > 0:27:51and water backed up into the tailors' basement.
0:27:51 > 0:27:53Luckily, Jason was still on hand
0:27:53 > 0:27:57and carried out a quick test to ensure it wouldn't happen again.
0:27:57 > 0:27:58The pipe work is...
0:27:58 > 0:28:02Quite clearly you can see a flow of water running through here.
0:28:02 > 0:28:03And it's problem solved.
0:28:03 > 0:28:06- There isn't any issues. - That's good.- OK?
0:28:06 > 0:28:10- There's some good news. - Yeah, there is.- Good.