0:00:02 > 0:00:04When a crisis strikes your home...
0:00:04 > 0:00:06- How can I help? - I've got a bit of an emergency.
0:00:06 > 0:00:08..or you want major work done.
0:00:08 > 0:00:12- Who do you trust?- I feel so stupid.
0:00:12 > 0:00:14You need one of the good guys.
0:00:14 > 0:00:16But you don't always get them.
0:00:16 > 0:00:20- Oh, my goodness!- You don't ever think it's going to happen to you.
0:00:20 > 0:00:22We will hear the stories of devastation
0:00:22 > 0:00:25and despair left behind when building work doesn't go to plan.
0:00:25 > 0:00:28I don't want to look out here, I end up in tears.
0:00:28 > 0:00:32And we'll tell you how to avoid becoming a victim yourself.
0:00:32 > 0:00:36You have always got the safety net of the building inspector.
0:00:36 > 0:00:38But most tradesmen are there to help.
0:00:38 > 0:00:40And we will follow the response teams who are
0:00:40 > 0:00:43there for you 24 hours a day...
0:00:43 > 0:00:44It's a nightmare, isn't it?
0:00:44 > 0:00:46Just have to make sure you don't fall through the ceiling.
0:00:46 > 0:00:49- ..seven days a week.- I think we might have to pull this out.
0:00:49 > 0:00:52It would have probably burnt the house down while they slept.
0:00:52 > 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.
0:01:04 > 0:01:08Coming up, the dodgy builder who covered up his dangerous
0:01:08 > 0:01:12work in a family house and wrecked a home full of memories.
0:01:12 > 0:01:16The house just doesn't feel the same as what it did before I had
0:01:16 > 0:01:18this builder.
0:01:18 > 0:01:21A cold snap and a broken boiler.
0:01:21 > 0:01:24Heating engineer Lee gets a warm welcome.
0:01:24 > 0:01:26Come in. The boiler is just in here.
0:01:26 > 0:01:28But can he fix it?
0:01:28 > 0:01:31So now we need to find out why it's overheated, basically.
0:01:31 > 0:01:34And, it could be a plumbing problem.
0:01:34 > 0:01:38The overflow from the cistern has actually broken away.
0:01:38 > 0:01:40But this family smells a rat.
0:01:40 > 0:01:43I know they are coming in because I've seen them...
0:01:43 > 0:01:46- Chew, chew, chew. Disgusting. - ..and they are quite big.
0:01:49 > 0:01:51When you need some work done on your house,
0:01:51 > 0:01:54follow Tommy's two basic rules.
0:01:54 > 0:01:58Number one, get a recommendation from somebody you trust.
0:01:58 > 0:02:01Rule two, check out anyone you're considering letting over
0:02:01 > 0:02:03the threshold of your home.
0:02:03 > 0:02:04Or this could happen...
0:02:08 > 0:02:12This is a prime example of dodgy, dangerous building work.
0:02:12 > 0:02:17The victims of this appalling bodge up are Paul and Brenda Lumley.
0:02:17 > 0:02:20And I'm on my way to Sunderland to meet them.
0:02:20 > 0:02:23They had never commissioned major building work before,
0:02:23 > 0:02:26and did their best to approach it in the right way.
0:02:26 > 0:02:27But they still came unstuck.
0:02:30 > 0:02:32Paul and Brenda's plans for a garden room
0:02:32 > 0:02:37and a bigger kitchen turned into two years of trauma which left
0:02:37 > 0:02:40Brenda wanting to move from the family home that they used to love.
0:02:41 > 0:02:44At the moment I feel that I just want to get it done
0:02:44 > 0:02:47and possibly to sell and move.
0:02:47 > 0:02:50The couple have lived in their house for 27 years,
0:02:50 > 0:02:53and it's where they brought their family.
0:02:53 > 0:02:54Their daughter, Charlie,
0:02:54 > 0:02:58has seen the impact that the shoddy work has had on her mum and dad.
0:02:58 > 0:03:02My mum is so house-proud and this is just not how the house was
0:03:02 > 0:03:04when I grew up.
0:03:04 > 0:03:07My mum is always just so upset about living here.
0:03:07 > 0:03:09But before the build started,
0:03:09 > 0:03:13the couple were full of ideas to update their home.
0:03:13 > 0:03:16We wanted a garden room because I love my garden and the fish.
0:03:16 > 0:03:19We wanted a bigger kitchen, so we wanted to open up the kitchen
0:03:19 > 0:03:22area and the dining room so we'd have that all as one.
0:03:22 > 0:03:25They researched builders.
0:03:25 > 0:03:27We used the Yellow Pages, people we know as well.
0:03:27 > 0:03:30So there were recommendations from people that we have known of.
0:03:30 > 0:03:33But we also used the internet.
0:03:33 > 0:03:35They compared quotes.
0:03:35 > 0:03:39- So I think we interviewed about...- Six. Six quotes.
0:03:39 > 0:03:41Six actual quotes we had.
0:03:41 > 0:03:44We had about 10 builders actually come out to the house.
0:03:44 > 0:03:47And with prices ranging from 8,000 to 28,000,
0:03:47 > 0:03:49Paul and Brenda selected their builder.
0:03:51 > 0:03:53He also ran a window company
0:03:53 > 0:03:57and said he could do the work for £17,800.
0:03:57 > 0:04:02We paid an upfront deposit and then, as the build progressed,
0:04:02 > 0:04:04we would make payments at various stages.
0:04:04 > 0:04:06So once the brickwork was up,
0:04:06 > 0:04:08we would go to the next stage of payments.
0:04:08 > 0:04:13In total, they eventually paid out £10,800.
0:04:13 > 0:04:17The paperwork looked right. He had associations to various
0:04:17 > 0:04:21external companies. It had all the right clauses in it, as well,
0:04:21 > 0:04:23as far as we've seen from previous contracts.
0:04:23 > 0:04:25So it all looked above board.
0:04:25 > 0:04:27The builder got to work.
0:04:27 > 0:04:29It all went really quickly.
0:04:29 > 0:04:31They dug the foundations in record time,
0:04:31 > 0:04:35all of that seemed to progress really quickly.
0:04:35 > 0:04:40They put the foundations in. So initially, it seemed to go well.
0:04:40 > 0:04:41Yeah, he came every day.
0:04:41 > 0:04:43He came every day, he came on time, he came in the morning.
0:04:43 > 0:04:45They were there until late at night.
0:04:45 > 0:04:48Within a week, all the brickwork was up.
0:04:48 > 0:04:53It had started so well. But then things came to a sudden standstill.
0:04:53 > 0:04:55The building team were ordered to stop work on the main
0:04:55 > 0:04:57part of the structure.
0:04:59 > 0:05:04I've come to Sunderland to find out why, and to hear the whole story.
0:05:04 > 0:05:06- Hello, Tommy.- Paul. - Nice to meet you.- And Brenda.
0:05:06 > 0:05:08Hello, yes, nice to meet you.
0:05:10 > 0:05:14I'm keen to know how, after such a good start,
0:05:14 > 0:05:15things went pear shaped.
0:05:15 > 0:05:17So, what went wrong?
0:05:17 > 0:05:19He informed us that we didn't need planning permission.
0:05:19 > 0:05:22Ah, first mistake. So in actual fact, you do.
0:05:22 > 0:05:25But you need a lesser type of planning permission than you
0:05:25 > 0:05:27do for your main house.
0:05:27 > 0:05:31But if you then make the conservatory or the orangery
0:05:31 > 0:05:35part of the building by taking out walls and doors,
0:05:35 > 0:05:39then that is subject to the same rules and conditions as a house.
0:05:39 > 0:05:42You still need building regs, whatever you do.
0:05:42 > 0:05:45Never assume your project will be allowed under the new
0:05:45 > 0:05:46permitted development rules.
0:05:46 > 0:05:51And don't take someone else's word for it. Check personally.
0:05:51 > 0:05:54It can take months for planning permission to come through,
0:05:54 > 0:05:57but the couple didn't want the work to stop completely.
0:05:57 > 0:06:01So what we decided to do was to do the internal work whilst
0:06:01 > 0:06:03- we were getting the plans approved. - Makes sense, yes.
0:06:03 > 0:06:05It made sense, he was there, ready to do the work.
0:06:05 > 0:06:08The wall was down in a day. He put the beam in, everything looked fine.
0:06:08 > 0:06:10Put the walls in, put plaster on.
0:06:10 > 0:06:12That didn't look so fine,
0:06:12 > 0:06:14the plasterwork wasn't of a very good quality.
0:06:14 > 0:06:16The kitchen ceiling had a huge crack in it, as well.
0:06:16 > 0:06:21- There was a crack there.- What, where the beam was? Yes. Was that like...
0:06:21 > 0:06:24- Flashing light.- Yes. Floors upstairs dropped.
0:06:25 > 0:06:28Doors wouldn't close. Cracks on the landing.
0:06:28 > 0:06:31So we started getting some warning signs that perhaps things...
0:06:31 > 0:06:33Well, that's serious, that. And that quick, and all.
0:06:33 > 0:06:36It sounds to me like the new RSJ to support
0:06:36 > 0:06:39the weight of the house above it was bodged.
0:06:39 > 0:06:43Did he put a big concrete padstone in there?
0:06:43 > 0:06:46So he did say he had, he told me when I came in on the night
0:06:46 > 0:06:48and he had it all in and he was plastering up.
0:06:48 > 0:06:51And I actually asked him because I knew padstones needed to go in.
0:06:51 > 0:06:53What they do, when you put the weight on,
0:06:53 > 0:06:56a padstone like that will spread the weight of the building.
0:06:56 > 0:06:58Saves putting too much pressure on one area.
0:06:58 > 0:06:59So he said, yes, he had a struggle
0:06:59 > 0:07:01but he got padstones in both ends.
0:07:01 > 0:07:03He confirmed he'd done everything to regulations,
0:07:03 > 0:07:05no problem.
0:07:05 > 0:07:06He informed us that he'd taken pictures.
0:07:06 > 0:07:09He was going to take them down the council, everything was fine.
0:07:09 > 0:07:11Because he knew everybody at the council.
0:07:11 > 0:07:13"They are all my good friends. No problem.
0:07:13 > 0:07:16"I've fitted thousands of these. It isn't a problem. I'll get it done."
0:07:16 > 0:07:18Of course, he never did.
0:07:18 > 0:07:22Thank goodness Paul had the sense to call in a surveyor.
0:07:22 > 0:07:24The first thing the surveyor said was to open both ends
0:07:24 > 0:07:26so I can have a look and see what's really happened.
0:07:26 > 0:07:30- This send was just on ordinary brick.- Not even engineering bricks?
0:07:30 > 0:07:33Because you can use engineering bricks instead of padstones.
0:07:33 > 0:07:37- Just ordinary bricks. And in this end it was on wood.- Wood?!
0:07:37 > 0:07:39Wooden lintel of the build.
0:07:39 > 0:07:42He'd gotten a piece of the wood that the kitchen was made out of
0:07:42 > 0:07:47- and packed it.- So it's packed out with kitchen Fomica.- Chipboard?
0:07:47 > 0:07:50- That's all it is.- MDF, yes.
0:07:50 > 0:07:53Next stage was to get the local council building inspector out.
0:07:53 > 0:07:56He asked to see the foundations because he hadn't seen them.
0:07:56 > 0:07:58I dug a pit and he had a look at them
0:07:58 > 0:07:59and he went, "No, they are no good."
0:07:59 > 0:08:02Other problems, he didn't put the foundations all the way round.
0:08:02 > 0:08:05- So the front bit didn't have any foundations at all.- What?!
0:08:05 > 0:08:07The side didn't have any at all.
0:08:07 > 0:08:10He'd built on an old bit of concrete slab that was from years
0:08:10 > 0:08:11and years ago.
0:08:11 > 0:08:13Which was about two inches thick.
0:08:13 > 0:08:15What I found when I was digging the foundation was that
0:08:15 > 0:08:19whenever they came across a brick, they would stop digging.
0:08:19 > 0:08:22So the foundations were like this. So if they hit something hard...
0:08:22 > 0:08:25Yeah, they wouldn't bother taking it out.
0:08:25 > 0:08:27And it gets worse.
0:08:27 > 0:08:31- ..Wasn't tied into the house, it was just cemented to the house.- No ties?
0:08:31 > 0:08:35Wasn't tied into the house. I mean, you should've had Furfixings
0:08:35 > 0:08:37which are stainless steel plates that go on the wall
0:08:37 > 0:08:40and then there's hooks that go in that tie the new brickwork in.
0:08:40 > 0:08:42And you put a vertical damp course in
0:08:42 > 0:08:44and an expansion joint to allow it.
0:08:44 > 0:08:46- None of that.- So, none of that.
0:08:46 > 0:08:49I mean, you're smiling now, but I bet you weren't smiling at the time.
0:08:49 > 0:08:51Absolutely not.
0:08:51 > 0:08:53Instead of a beautiful garden room, Paul
0:08:53 > 0:08:56and Brenda were left with a dangerous structure which
0:08:56 > 0:08:59threatened their safety and the fabric of the house.
0:08:59 > 0:09:02And of course, they were thousands of pounds out of pocket.
0:09:04 > 0:09:05It was a bit late
0:09:05 > 0:09:09but they finally did some thorough checks on their builder.
0:09:09 > 0:09:12Later, we'll hear what they discovered.
0:09:12 > 0:09:15I phoned up the agencies that he said he was affiliated with, all
0:09:15 > 0:09:17the kite marks and everything,
0:09:17 > 0:09:19and he wasn't registered with any of them.
0:09:26 > 0:09:30Gas engineer Lee Turton is having a very busy day.
0:09:30 > 0:09:32It's early doors on a late autumn morning
0:09:32 > 0:09:35and temperatures have started to drop.
0:09:35 > 0:09:37He is already on the road after an urgent
0:09:37 > 0:09:40call for help from a family whose central heating has packed up.
0:09:41 > 0:09:45They live in a remote farmhouse in Derbyshire
0:09:45 > 0:09:48and they have been without heating for five days.
0:09:48 > 0:09:52A bit out in the sticks, so it's actually run off LPG gas,
0:09:52 > 0:09:55not natural gas, so it can be a little bit more complicated.
0:09:55 > 0:09:57He's got no heating and hot water,
0:09:57 > 0:10:00his boiler is not working at all, apparently.
0:10:00 > 0:10:03So, I'll go and see what the problem is.
0:10:03 > 0:10:07Properties this far off the beaten track aren't connected to the
0:10:07 > 0:10:08mains gas supply.
0:10:08 > 0:10:12So liquid petroleum gas is a common alternative.
0:10:12 > 0:10:15It can be used to heat radiators and for hot water.
0:10:15 > 0:10:20It's stored in cylinders or in large tanks at individual properties.
0:10:20 > 0:10:24And obviously, they have to come and get that replenished every now and again.
0:10:24 > 0:10:29When he arrives, Lee has a quick look at the storage area.
0:10:29 > 0:10:31So you've got a store here of three bottles with a changeover
0:10:31 > 0:10:32valve in the middle.
0:10:32 > 0:10:35Once this one is getting low, it will move over to the other one.
0:10:35 > 0:10:38But obviously, eventually it will run out.
0:10:38 > 0:10:41So the customer needs to be aware of how much he's got.
0:10:41 > 0:10:45The householder feeling the cold is Mark Rathbone
0:10:45 > 0:10:47who lives in the house with his wife Hayley
0:10:47 > 0:10:49and three school-age children.
0:10:49 > 0:10:52- Morning, Gas Care.- Hello, come in.
0:10:52 > 0:10:54The boiler is just in here.
0:10:54 > 0:10:57Mark and his family have lived in the house for two years.
0:10:57 > 0:11:00They have been without heating for five days and,
0:11:00 > 0:11:03although the Peak District is a beautiful place to live,
0:11:03 > 0:11:06it's a chilly place to be when the weather takes a turn -
0:11:06 > 0:11:08as they found out last winter.
0:11:08 > 0:11:10It dropped down to -15
0:11:10 > 0:11:14and we had snowdrifts in the field up there of about four or five feet.
0:11:14 > 0:11:18And a couple of times we were snowed in and couldn't get to work.
0:11:18 > 0:11:21No wonder Mark is concerned the heating has packed up.
0:11:21 > 0:11:23It's been about five days. I noticed it at the weekend.
0:11:23 > 0:11:26We used to have an issue with squirrels who used to eat the pipes,
0:11:26 > 0:11:28so I thought that might have happened, lost all my gas.
0:11:28 > 0:11:31So I checked all the pipes and it didn't work, so that's
0:11:31 > 0:11:33when I phoned Gas Care.
0:11:33 > 0:11:35The family have been making do with extra
0:11:35 > 0:11:38layers of jumpers to keep warm.
0:11:38 > 0:11:41At night-time, the kids would have onesies, bed socks on,
0:11:41 > 0:11:44electric blankets and occasionally hot water bottles.
0:11:44 > 0:11:46If I'm working in the dining room then
0:11:46 > 0:11:49I have to wear about three or four layers and sometimes a hat.
0:11:49 > 0:11:54So they are very keen for Lee to sort out their heating issues.
0:11:54 > 0:11:57- So what's the problem we've got? - It just won't start.
0:11:57 > 0:12:01The gas is coming through, plenty of gas, electricity is getting through
0:12:01 > 0:12:04because you can hear it. But it just won't start.
0:12:04 > 0:12:06It's not kicking like it normally does.
0:12:06 > 0:12:10If Lee can't solve the problem today, the family have plan B.
0:12:10 > 0:12:12The wood-burning stove.
0:12:12 > 0:12:14We just tend to heat up one room and stay in there
0:12:14 > 0:12:17and put electric blankets on for the kids.
0:12:17 > 0:12:21Later, Lee turns detective to sort out the family's heating problem.
0:12:21 > 0:12:25Basically, what we need to check is that the pump isn't struggling.
0:12:25 > 0:12:28And Mark has a solution to the lack of hot water.
0:12:28 > 0:12:31The kids go swimming three times a week anyway!
0:12:39 > 0:12:43I'm visiting Paul and Brenda from Sunderland who wanted a major
0:12:43 > 0:12:46extension on their long-time family home.
0:12:46 > 0:12:49But thanks to a dodgy builder, what they got was a dangerous
0:12:49 > 0:12:53structure which could have brought down the entire house.
0:12:53 > 0:12:57They claim he even put the building inspector off talking to them.
0:12:57 > 0:13:01The builder had advised that we were of a nervous disposition
0:13:01 > 0:13:05and weren't able to talk to people, official people.
0:13:05 > 0:13:09So, for whatever reason, we didn't actually get to speak to the
0:13:09 > 0:13:12building inspector when he first came out and paid the first visit.
0:13:12 > 0:13:16But eventually the couple called a halt to the work, after cracks
0:13:16 > 0:13:18appeared in the walls and ceiling.
0:13:18 > 0:13:21And the upstairs floor began to drop.
0:13:21 > 0:13:24But now, a new builder is close to completing the work.
0:13:24 > 0:13:27So let's have a look at where they are with the project.
0:13:27 > 0:13:30Wow, this is big. This is great, isn't it?
0:13:30 > 0:13:33- It's rather panoramic as well, isn't it?- It is, yes.
0:13:33 > 0:13:34We should have a nice view.
0:13:34 > 0:13:36How much will it cost you to get this complete?
0:13:36 > 0:13:42We paid him 11,100 and it's going to cost us 18,000 to put it all right.
0:13:42 > 0:13:45So that's about one-and-a-half times the cost, at least.
0:13:45 > 0:13:49Has it caused you much stress, I mean, how has it affected you
0:13:49 > 0:13:50and your family life?
0:13:50 > 0:13:52So it has been very stressful, hasn't it?
0:13:52 > 0:13:56- I hate being in the house. I don't sleep.- It is extremely stressful.
0:13:56 > 0:14:00Do you think because you've been through that experience,
0:14:00 > 0:14:02you are less trusting than you were before?
0:14:02 > 0:14:04We are definitely less trusting.
0:14:04 > 0:14:08I know the people we've had to do the work so far, we've either
0:14:08 > 0:14:11taken time off work to be here when they've been here on the premises.
0:14:11 > 0:14:12I honestly think
0:14:12 > 0:14:14if you want a successful conclusion to a project, especially
0:14:14 > 0:14:17if you're not experienced with it before,
0:14:17 > 0:14:20you have to make the investment of being there to manage it, really.
0:14:20 > 0:14:23But you got in touch with trading standards, didn't you?
0:14:23 > 0:14:25- Yes, that's right. - And what happened there?
0:14:25 > 0:14:28I started investigating and looked at the contract.
0:14:28 > 0:14:31I phoned up the agencies that he said he was affiliated with,
0:14:31 > 0:14:33he wasn't registered with any of them.
0:14:33 > 0:14:36So I thought trading standards would be interested and they came
0:14:36 > 0:14:40back to us and said it wasn't in the public interest to investigate him
0:14:40 > 0:14:43because they didn't have any further complaints about him,
0:14:43 > 0:14:45and plus he'd stopped trading.
0:14:45 > 0:14:49But then we later found out, delving into him a little bit more,
0:14:49 > 0:14:52- that he was still working. - Of course, yeah.
0:14:52 > 0:14:55So I phoned the trading standards back up again and they said,
0:14:55 > 0:14:58yeah, they had gotten further complaints about his workmanship
0:14:58 > 0:15:01and he was cautioned, that was his punishment, he was cautioned.
0:15:01 > 0:15:03- Were you satisfied with that?- No.
0:15:03 > 0:15:06I think he should have been made to pay you back the money
0:15:06 > 0:15:10he took from you and a portion of the cost towards rebuilding.
0:15:10 > 0:15:12He just had slap on his wrist.
0:15:12 > 0:15:13"Go away, don't be a naughty boy again."
0:15:13 > 0:15:15I can understand why you're angry,
0:15:15 > 0:15:18and I know that a caution may not seem much,
0:15:18 > 0:15:19but at least it's a start.
0:15:19 > 0:15:23And it may well prevent him doing to other people what he's done to you.
0:15:23 > 0:15:26- I wouldn't want anybody else to go through it again.- No, no.
0:15:26 > 0:15:29It's been a real pleasure and you are well on the way to
0:15:29 > 0:15:31recuperating this space for yourself.
0:15:31 > 0:15:32Paul, it's been a pleasure
0:15:32 > 0:15:35and I hope it all goes swimmingly well for you.
0:15:35 > 0:15:37Good luck, anyway, for the future.
0:15:37 > 0:15:40- This will be wonderful when it's finished.- I'll see you out.
0:15:40 > 0:15:41- Nice to meet you.- Thanks.
0:15:43 > 0:15:45There are a few lessons to be learned from Paul
0:15:45 > 0:15:47and Brenda's experience.
0:15:47 > 0:15:50Number one, check whether you need planning permission.
0:15:50 > 0:15:54Have a look at the guidelines on the local council's website
0:15:54 > 0:15:57and if you're not sure contact the planning department.
0:15:57 > 0:16:02Number two, no matter how well you know the builder, be on-site
0:16:02 > 0:16:04when key moments are happening
0:16:04 > 0:16:07so you can check the standard of the work personally.
0:16:07 > 0:16:12Number three, make sure you talk to the building inspector yourself
0:16:12 > 0:16:14and that you see the signed-off paperwork.
0:16:14 > 0:16:17That way, you know the work is sound.
0:16:24 > 0:16:27Calls to pest controllers about rat infestation have nearly
0:16:27 > 0:16:29doubled in recent years.
0:16:29 > 0:16:33And newspaper headlines have highlighted so-called super rats,
0:16:33 > 0:16:36immune to normal poisons.
0:16:36 > 0:16:39Pest controller Ken Cattanach has just arrived to see
0:16:39 > 0:16:41a family in North London.
0:16:41 > 0:16:43They fear rats may have gnawed through cabling
0:16:43 > 0:16:45and pipe work in their loft
0:16:45 > 0:16:48causing a water leak which has then shorted out their electrics.
0:16:48 > 0:16:50Resulting in a loss of power.
0:16:50 > 0:16:54We're going to go and investigate and find out what animal is in there.
0:16:54 > 0:16:57Worst case scenario would be obviously rats.
0:16:58 > 0:17:01So, let's go and take a look and see what we can find.
0:17:01 > 0:17:05Vermin attacking cabling is not uncommon and it has been known
0:17:05 > 0:17:09to lead to house fires, so it is vital Ken tracks down the problem.
0:17:10 > 0:17:15Good afternoon. Lobat, isn't it? Hi, Ken, from Abacus Pest Control.
0:17:15 > 0:17:19Householder Lobat has been without power downstairs all day.
0:17:19 > 0:17:22And she's been forced to turn the water off, too.
0:17:22 > 0:17:26Last night, in the middle of the night, we heard the water
0:17:26 > 0:17:29leaking and then the whole way here was full of water.
0:17:29 > 0:17:32And then we had power cuts, we couldn't see anything.
0:17:32 > 0:17:35It was quite scary, you know, you don't expect such a thing.
0:17:35 > 0:17:37We thought it was raining.
0:17:37 > 0:17:41If it's been caused by a rat, Ken needs to find them.
0:17:41 > 0:17:45- In the bedrooms, have you got any cupboards going into the loft?- Yes.
0:17:48 > 0:17:52- Right, and this is above the area...- Yes.
0:17:52 > 0:17:56My daughter was sleeping here last night and she could hear the noises.
0:17:56 > 0:17:58She said buzzing noises.
0:17:58 > 0:18:01He'll have to get into the roof area to look for evidence of chewed
0:18:01 > 0:18:04cables or gnawed pipe work.
0:18:04 > 0:18:06It's likely that is where they've got in, giving them
0:18:06 > 0:18:08access to gaps under the floorboards.
0:18:08 > 0:18:10We need a Phillips screwdriver.
0:18:10 > 0:18:13I'm going to have to try and get my head in there.
0:18:13 > 0:18:17Lobat is worried because she thinks the ratty invaders may
0:18:17 > 0:18:20be somewhere near her eight-year-old daughter's bedroom.
0:18:20 > 0:18:24It has an en suite bathroom and is right above the downstairs bathroom.
0:18:24 > 0:18:27The water leak could be coming from pipes serving one or the other.
0:18:27 > 0:18:32- Rats under the floorboards could get at both.- It is dangerous, yes.
0:18:32 > 0:18:37Especially as now I know it was right underneath my daughter's bed
0:18:37 > 0:18:40because the bathroom is right underneath her bed.
0:18:40 > 0:18:44Ken checks out the hallway again to try and trace the leak.
0:18:44 > 0:18:46It's obviously... for the water to have soaked through here,
0:18:46 > 0:18:50it's also permeated across the ceiling, I'd imagine.
0:18:50 > 0:18:51It might just be a tiny hole.
0:18:51 > 0:18:54If they chew again tonight, they could open the hole,
0:18:54 > 0:18:59and you get a deluge of water rather than a trickle of water.
0:18:59 > 0:19:02I have known of properties where the whole loft has gone.
0:19:02 > 0:19:04Let's hope it doesn't come to that.
0:19:04 > 0:19:07Now he has the loft hatch open, Ken embarks on his rat hunt.
0:19:07 > 0:19:09The first thing is we've got to find a leak,
0:19:09 > 0:19:11see what's causing the leak.
0:19:11 > 0:19:15I can't see any chewing at all on any electrics or anything and it
0:19:15 > 0:19:19may well be that it's the water that's caused the electrical fault.
0:19:19 > 0:19:22Lobat and her daughters fear rats are the issue
0:19:22 > 0:19:25because they've had them in the house before.
0:19:25 > 0:19:28Yes, we had rats last year in the kitchen.
0:19:28 > 0:19:32So we got rid of them, that was a long procedure.
0:19:32 > 0:19:34They tried traps first, it didn't work.
0:19:34 > 0:19:38Poison and then they managed to get rid of them.
0:19:38 > 0:19:42But about two weeks afterwards, we had a horrible smell
0:19:42 > 0:19:46- because they were dead underneath the house.- It was all stinky.
0:19:46 > 0:19:51And then flies all over the house and it was a very bad experience.
0:19:51 > 0:19:56If the rats have returned, the family think they might know why.
0:19:56 > 0:19:59There have been problems with an empty house next door.
0:19:59 > 0:20:04The landlord left the country, apparently, that's all we know.
0:20:04 > 0:20:09And then people just came and started to just move in to live there.
0:20:09 > 0:20:12But Ken isn't totally convinced the loss of power has been
0:20:12 > 0:20:15caused by rodent raiders in the loft or elsewhere.
0:20:15 > 0:20:18I can't find any evidence of any rodent activity.
0:20:18 > 0:20:23What I have found is in the bathroom, the overflow from the cistern
0:20:23 > 0:20:25has actually broken away.
0:20:25 > 0:20:28The water has just been dripping down there
0:20:28 > 0:20:30and that's the water that's caused the problem.
0:20:30 > 0:20:36You've got chipboard flooring which has been having water on it.
0:20:37 > 0:20:41And if you look at your floor... Look.
0:20:42 > 0:20:46- That's your flooring. If you feel that, it's wet.- Yeah.
0:20:46 > 0:20:51In Ken's opinion, it's plumbing and not pests that's the problem today.
0:20:51 > 0:20:54Lobat will have to get the overflow pipe replaced by a plumber.
0:20:54 > 0:20:57But she is still convinced that there are nightly
0:20:57 > 0:20:59visitors in the loft.
0:20:59 > 0:21:02I know that they are coming in because I've seen them
0:21:02 > 0:21:03in and out of our garden.
0:21:03 > 0:21:05You can hear them chewing something,
0:21:05 > 0:21:07like you can actually hear the chewing sound.
0:21:07 > 0:21:10- And they are quite big.- Chew, chew, chew, chew. Disgusting.
0:21:10 > 0:21:13Ken isn't prepared to risk the fact that they might be right.
0:21:13 > 0:21:16So, despite not finding any evidence in the loft, he's going
0:21:16 > 0:21:18to put poison down.
0:21:18 > 0:21:20This is an aniseed flavoured bait.
0:21:20 > 0:21:25It makes their blood very thin, they get tired and die peacefully.
0:21:26 > 0:21:28Hoping it won't be touched.
0:21:28 > 0:21:32But, if it is, the unfortunate part about it is that they could
0:21:32 > 0:21:35die anywhere within the loft space.
0:21:35 > 0:21:40Before he heads off, he investigates the garden and the house next door.
0:21:40 > 0:21:45There's an obvious spot where a rat can get in. Straight away.
0:21:45 > 0:21:49They'll come up the inside of that drainpipe and get in there.
0:21:49 > 0:21:52I would phone the environmental health at the council
0:21:52 > 0:21:57and tell them that there are lots of rats and the neighbours do not appear
0:21:57 > 0:21:59to be doing anything about it
0:21:59 > 0:22:01and they are crossing over onto your land.
0:22:01 > 0:22:07And see if you can get them to take a stand for you.
0:22:07 > 0:22:09It's a nightmare for Lobat.
0:22:09 > 0:22:15I wish it was daylight and you could film the back garden,
0:22:15 > 0:22:16it's just full of rubbish.
0:22:16 > 0:22:21So, it's a good place for the rats and it's not really safe for me
0:22:21 > 0:22:23and my family.
0:22:23 > 0:22:26Ken can only deal with the problem on Lobat's side of the fence.
0:22:26 > 0:22:29She will need to call the local council to deal with
0:22:29 > 0:22:30the property next door.
0:22:30 > 0:22:32If you suspect you have vermin,
0:22:32 > 0:22:35get a professional in to lay poison and traps.
0:22:35 > 0:22:38You will need at least two visits, and it will cost between
0:22:38 > 0:22:4370 and £150. But if the problem is caused by a neighbouring
0:22:43 > 0:22:47property, ring the pest control department at your local council.
0:22:47 > 0:22:50They have powers to deal with the problem.
0:22:56 > 0:23:00Back in the Peak District, heating engineer Lee has been called
0:23:00 > 0:23:03out to deal with a boiler breakdown at a remote farmhouse.
0:23:03 > 0:23:07Homeowner Mark and his family have been without eating all week.
0:23:07 > 0:23:09It's been about five days, I noticed it at the weekend.
0:23:09 > 0:23:11We used to have an issue with squirrels who used to eat the pipes.
0:23:11 > 0:23:15I thought that might have happened when I lost all my gas.
0:23:15 > 0:23:17So I checked all the pipes and it didn't work.
0:23:17 > 0:23:19But Lee has been in the job for nine years,
0:23:19 > 0:23:23and he is pretty sure he knows what's wrong.
0:23:23 > 0:23:24The boiler has overheated.
0:23:24 > 0:23:28So in there there is a mechanical reset that you have to
0:23:28 > 0:23:31- physically push back in. - You're having a laugh.
0:23:31 > 0:23:34So, in that hole there, push that up.
0:23:34 > 0:23:37The fan is running, let's see if it fires up.
0:23:37 > 0:23:39Mark is beginning to think that it is not as serious
0:23:39 > 0:23:40as he first thought.
0:23:40 > 0:23:42But it's not that simple.
0:23:42 > 0:23:43So it's fired up.
0:23:43 > 0:23:46So now we need to find out why it's overheated, basically.
0:23:46 > 0:23:50It's normally an issue with a pump or something like that.
0:23:50 > 0:23:52What we'll do is leave it on for five minutes and see
0:23:52 > 0:23:55if we start hearing any banging and clanging.
0:23:55 > 0:23:57Lee needs to do a number of tests.
0:23:59 > 0:24:01This is the central heating pump.
0:24:01 > 0:24:04This is what distributes the water around the system.
0:24:04 > 0:24:07Because the boiler has overheated, basically what
0:24:07 > 0:24:09we need to check is that the pump's not struggling
0:24:09 > 0:24:11because if the pump is struggling to disperse
0:24:11 > 0:24:15the heat around the radiators, then that will be probably
0:24:15 > 0:24:18the reason why the boiler has overheated in the first place.
0:24:23 > 0:24:27By doing that test that I've just done there is...
0:24:27 > 0:24:32the impeller that's inside there that spins to pump the water,
0:24:32 > 0:24:36you can physically feel how strong it is with a screwdriver.
0:24:36 > 0:24:37So if you put your screwdriver in,
0:24:37 > 0:24:40you can feel the resistance on the pump.
0:24:40 > 0:24:43I've just done that and the pump seems fine.
0:24:43 > 0:24:47The heating and hot water appear to be operating properly.
0:24:47 > 0:24:50But the weather has only just turned cold, so the heating hasn't been
0:24:50 > 0:24:51used much in recent months.
0:24:53 > 0:24:56It's only the second time it's been on since the summer.
0:24:56 > 0:24:59If you've had a central heating system off for a long while,
0:24:59 > 0:25:01you can get little pockets of air.
0:25:01 > 0:25:03And if a pocket of air rushes through the boiler
0:25:03 > 0:25:06the thermostat inside the boiler, the overheat stat, is designed
0:25:06 > 0:25:09so if the boiler gets over a certain temperature, it is
0:25:09 > 0:25:12normally about 90-95 degrees, it will cut the boiler off.
0:25:12 > 0:25:14And that's what that manual reset is underneath the boiler.
0:25:14 > 0:25:18- I didn't even know it was there. - You'd normally have a case on it, so you wouldn't even see it.
0:25:18 > 0:25:21It's not really designed for a customer to be doing anyway, really.
0:25:21 > 0:25:23It's for an engineer to come and have a look at.
0:25:23 > 0:25:25There is nothing obvious wrong with your system
0:25:25 > 0:25:27and it is all now working fine.
0:25:27 > 0:25:31It's pretty common for central heating systems to have problems
0:25:31 > 0:25:34when they have been off for a long period during the warm weather.
0:25:34 > 0:25:36But luckily for Mark and his family, theirs
0:25:36 > 0:25:39has only suffered a minor glitch.
0:25:39 > 0:25:41Make sure you get your gas boiler serviced
0:25:41 > 0:25:44regularly by a registered Gas Safe engineer.
0:25:44 > 0:25:48It should cost you about £80.
0:25:48 > 0:25:50Monitor it. If you get any further problems, just give us
0:25:50 > 0:25:52a call at the office and we'll pop back out and have a look.
0:25:52 > 0:25:55- Fantastic, thanks a lot. Cheers.- Bye.
0:25:57 > 0:26:00Mark is glad that he has been able to identify the problem.
0:26:00 > 0:26:02I'm quite pleased that it's quite a simple job.
0:26:02 > 0:26:05Probably just a callout fee and labour time.
0:26:05 > 0:26:08There's no big job to do, so I'm quite relieved.
0:26:08 > 0:26:11And family life can now get back to normal.
0:26:11 > 0:26:13The kids can have a bath tonight
0:26:13 > 0:26:16and we will be wearing only one layer when we go to bed.
0:26:16 > 0:26:19It has been freezing, so the kids will be happy. Bath and bed tonight.
0:26:19 > 0:26:21A normal routine.
0:26:27 > 0:26:30Any one of us could be in a situation such as we've seen today -
0:26:30 > 0:26:32whether it be an emergency in our own home,
0:26:32 > 0:26:34or falling foul of rogue workmanship.
0:26:34 > 0:26:38So take note of my top tips and hopefully it'll be home sweet home.
0:26:40 > 0:26:43We contacted Paul and Brenda's first builder and asked him
0:26:43 > 0:26:47about the dangerous state in which he left their property.
0:26:47 > 0:26:50He blamed the problem on the contractors he'd brought in
0:26:50 > 0:26:54and claimed he paid them a lot of money for terrible work.
0:26:54 > 0:26:56He is now bankrupt, has had his assets frozen
0:26:56 > 0:26:59and has ceased trading.
0:26:59 > 0:27:00In a statement to us he said...
0:27:21 > 0:27:24You won't be surprised to hear that Paul
0:27:24 > 0:27:26and Brenda feel exactly the same.
0:27:26 > 0:27:30In North London, Lobat contacted her local council's pest
0:27:30 > 0:27:33control department who dealt with the rat infestation next door.
0:27:33 > 0:27:36And she's had no problems since.
0:27:36 > 0:27:40And in Derbyshire, Mark is happy to report the heating is now
0:27:40 > 0:27:41working well.
0:27:41 > 0:27:44But the family have decided to try a cheaper option to get through
0:27:44 > 0:27:46the winter.
0:27:46 > 0:27:47The LPG is very expensive,
0:27:47 > 0:27:50so what we are going to do is get a wood pellet boiler.
0:27:50 > 0:27:52That works out a lot cheaper.
0:27:52 > 0:27:54And that's going to hopefully be fitted in the next few weeks
0:27:54 > 0:27:57and that should bring the price of the gas down which means
0:27:57 > 0:28:00we should be able afford to heat the house regularly,
0:28:00 > 0:28:02rather than intermittently
0:28:02 > 0:28:06which will help the house and help my kids have baths.