0:00:02 > 0:00:04- When a crisis strikes your home... - How can I help?
0:00:04 > 0:00:08- I've got a bit of an emergency. - ..or you want major work done...
0:00:08 > 0:00:11It seemed to my mind that nothing had been done.
0:00:11 > 0:00:14The roof itself was on the verge of collapsing.
0:00:14 > 0:00:18..you need one of the good guys. But you don't always get them.
0:00:18 > 0:00:21You need to get a plumber in straightaway to fix that.
0:00:21 > 0:00:23He has destroyed our dreams.
0:00:23 > 0:00:26We'll hear the stories of devastation and despair left behind
0:00:26 > 0:00:28when building work doesn't go to plan.
0:00:28 > 0:00:32- He's damaged my house.- It's just basically shoddy workmanship.
0:00:32 > 0:00:36And we'll tell you how to avoid becoming a victim yourself.
0:00:36 > 0:00:39You still need building regs, whatever you do.
0:00:39 > 0:00:41But most tradesmen are there to help.
0:00:41 > 0:00:44And we'll follow the response teams who are there for you
0:00:44 > 0:00:4624 hours a day...
0:00:46 > 0:00:48Yes!
0:00:48 > 0:00:49..seven days a week.
0:00:49 > 0:00:52We had a lot of carbon monoxide issues.
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, a leak in a bathroom baffles plumber Peter,
0:01:08 > 0:01:11who has been called in to find the source of the problem.
0:01:11 > 0:01:13We've got to be careful where we tread as well.
0:01:13 > 0:01:16The last thing we want to make is another loft hatch for them.
0:01:16 > 0:01:18A woman calls an emergency locksmith
0:01:18 > 0:01:21when she finds she can't lock up her house.
0:01:21 > 0:01:24Both of the locks are damaged and both of them
0:01:24 > 0:01:27had sheared keys inside of them.
0:01:27 > 0:01:30But another is left high and dry by a builder
0:01:30 > 0:01:34when he leaves her with this, rather than her dream patio.
0:01:34 > 0:01:36There are many days when I don't even open the bedroom
0:01:36 > 0:01:39curtains, because I don't want to look out here.
0:01:39 > 0:01:41I end up in tears.
0:01:47 > 0:01:50Invite somebody into the sanctity of your home to do a job.
0:01:50 > 0:01:52and hope you'll both be happy with the result.
0:01:54 > 0:01:56But sometimes relationships can break down
0:01:56 > 0:01:58and things can get out of hand.
0:02:01 > 0:02:05In Swansea, Susan Martin wanted to create the perfect garden to
0:02:05 > 0:02:10go with her lovely home. Being by a main road, she craved privacy.
0:02:10 > 0:02:13And wanted tall walls to surround her two-tiered garden
0:02:13 > 0:02:15and make her feel safe.
0:02:16 > 0:02:20She also wanted to create a flat, paved patio on the top level
0:02:20 > 0:02:24because she has arthritis and walking is becoming difficult.
0:02:25 > 0:02:28But little did she know then her investment of over
0:02:28 > 0:02:33£8,000 in the spring of 2014 would leave her with little more
0:02:33 > 0:02:35than a builder's yard full of rubble.
0:02:37 > 0:02:40Susan and her husband have lived in the house for 17 years.
0:02:40 > 0:02:43And it's become their pride and joy.
0:02:43 > 0:02:46We've done quite a lot of work to the property
0:02:46 > 0:02:49because basically it needed it.
0:02:49 > 0:02:54A new kitchen, new bathroom, a lot of decorating,
0:02:54 > 0:03:01new windows and a new garage door and of course we needed a new patio.
0:03:01 > 0:03:03When high winds struck the neighbourhood,
0:03:03 > 0:03:05the couple's garden was badly hit.
0:03:05 > 0:03:10Winds were really bad one might and it was a Saturday night
0:03:10 > 0:03:13and we were looking out of the window and our fencing had blown away
0:03:13 > 0:03:17and it had taken the wall with it and half of the patio.
0:03:17 > 0:03:22So because we are on a main road, you know, it was quite dangerous.
0:03:22 > 0:03:25And we needed to sort it out.
0:03:25 > 0:03:28Susan asked for recommendations, not knowing
0:03:28 > 0:03:32if she needed a landscaper or a construction specialist.
0:03:32 > 0:03:35And a colleague came back with the name of a good builder.
0:03:36 > 0:03:38He gave us a price for the work on the Friday
0:03:38 > 0:03:41and said he could start on the Tuesday.
0:03:41 > 0:03:44But maybe we should have realised then that it was far too quick
0:03:44 > 0:03:49to start the work. Maybe bells should have started ringing them.
0:03:49 > 0:03:51But they didn't.
0:03:51 > 0:03:54That was perhaps Susan's first mistake.
0:03:54 > 0:03:56I always think, if a builder's worth his salt,
0:03:56 > 0:03:59he will be booked up for the foreseeable.
0:03:59 > 0:04:02But Susan was pleased her builder could start straightaway
0:04:02 > 0:04:06and she booked him in March 2014.
0:04:06 > 0:04:08He was to clean up her storm-damaged garden,
0:04:08 > 0:04:13build new walls all the way around and pave her patio.
0:04:13 > 0:04:16And it was supposed to take three to four weeks and cost £8,300.
0:04:17 > 0:04:22But, within a month, Susan knew she'd made a terrible mistake,
0:04:22 > 0:04:23when the work was shoddy
0:04:23 > 0:04:27and the contractors walked away before the job was done.
0:04:27 > 0:04:31Since then, she has been left in the awful position of not being
0:04:31 > 0:04:34able to afford to put the costly mistakes right.
0:04:34 > 0:04:37It's unjust that we have to, you know,
0:04:37 > 0:04:40pay money again to get this sorted
0:04:40 > 0:04:45when we've already paid the builder, you know, £8,500.
0:04:47 > 0:04:49Well, it doesn't sound right to me.
0:04:49 > 0:04:52So, I've come to Swansea to have a look for myself.
0:04:52 > 0:04:55So, Sue, why was it so important for you that you have the
0:04:55 > 0:04:59garden sorted? And you did want to terrace it so it was nice and flat?
0:04:59 > 0:05:05Yes, I needed to have a patio because I'm a disabled lady
0:05:05 > 0:05:08and I suffer with rheumatoid arthritis.
0:05:08 > 0:05:12So, it's quite painful, you know, to walk on certain surfaces.
0:05:12 > 0:05:17As it is now, I can't walk down there at all because of the stones.
0:05:17 > 0:05:21- You know, the pain in the feet.- And was the contractor aware of this?
0:05:21 > 0:05:24- Of your condition? Was he aware...- Yes.- He did?- Yes.
0:05:24 > 0:05:26Was this guy, was he a landscape gardener?
0:05:26 > 0:05:30- Because this is what the job is. - No.- He wasn't a landscaper?- No.
0:05:30 > 0:05:36- He was a plasterer.- Right, so he was a plasterer/builder?- Yes.
0:05:37 > 0:05:39I see.
0:05:39 > 0:05:40'Another common mistake.
0:05:40 > 0:05:42'Even with a recommendation,
0:05:42 > 0:05:45'they must have experience of the work you want done.'
0:05:45 > 0:05:46And what this seems to me
0:05:46 > 0:05:50- is that he might have sort of been out of his comfort zone.- I think so.
0:05:50 > 0:05:54And if he was a plasterer, he could get into trouble, you see.
0:05:54 > 0:05:56He's probably an excellent plasterer
0:05:56 > 0:05:59- but not such an excellent landscaper.- Yeah.
0:05:59 > 0:06:03So, when you met this guy, and discussed it,
0:06:03 > 0:06:08- did you agree a price and a contract?- Yes, we did.
0:06:08 > 0:06:12We agreed a price and he wrote up a so-called contract.
0:06:12 > 0:06:16Did you get any other estimates from anybody else to have a comparison?
0:06:16 > 0:06:20No. We should have done. But obviously we didn't.
0:06:20 > 0:06:23So when did it all start to fall apart?
0:06:23 > 0:06:27When did the work stop and what was the reason why it stopped?
0:06:27 > 0:06:31Well, it started where every day, my husband would
0:06:31 > 0:06:32plug the electricity in for them
0:06:32 > 0:06:36and put the water on for them for the cement mix.
0:06:36 > 0:06:42And on beautiful, sunny days they just wouldn't turn up.
0:06:42 > 0:06:44So, you know, I would text him
0:06:44 > 0:06:48because he wouldn't answer the phone and say, "Is anyone coming today?"
0:06:48 > 0:06:51Susan discovered through the workmen hired in to do the job
0:06:51 > 0:06:55that the boss was taking on other contracts at the same time.
0:06:55 > 0:07:00What they were actually doing as well was they were mixing cement here
0:07:00 > 0:07:03and taking big builder's buckets of it away from here.
0:07:03 > 0:07:07So I was saying, "Well, where are you going with that?
0:07:07 > 0:07:13"Oh, I'm going to use it for my shed. I'm taking it to do my shed."
0:07:13 > 0:07:16Five buckets of it they mixed one day and then another day
0:07:16 > 0:07:21I saw the bricklayer put a bag of cement into the car.
0:07:21 > 0:07:23And I thought, well, we're paying for these materials.
0:07:23 > 0:07:25You were a builder's yard.
0:07:25 > 0:07:29- Yes.- So it just sort of slowly came to a stop
0:07:29 > 0:07:30and that was the end of it, was it?
0:07:30 > 0:07:33Well, I kept texting him and ringing him
0:07:33 > 0:07:35and saying, you know, is anyone coming today?
0:07:35 > 0:07:37And then, they turn up again
0:07:37 > 0:07:41and when we got to the top level and there was no slabs for them
0:07:41 > 0:07:46to lay, they were actually sunbathing in the wheelbarrows.
0:07:47 > 0:07:49So, although the lads were turning up for work,
0:07:49 > 0:07:51the materials weren't there.
0:07:51 > 0:07:54Susan had been waiting for paving slabs for her patio.
0:07:54 > 0:07:59Every slab we seemed to choose, he kept saying it was out of his budget.
0:07:59 > 0:08:02- HIS budget.- Yeah, but you are the client.
0:08:02 > 0:08:04You must have had a price range to work with?
0:08:04 > 0:08:07Yeah, we wanted what we wanted.
0:08:07 > 0:08:09So what my husband said to him was,
0:08:09 > 0:08:11when he finally got him on the phone, he said
0:08:11 > 0:08:13"If it's going to run over at the end,
0:08:13 > 0:08:16"then we will be happy to pay that. But we want to have what we want."
0:08:16 > 0:08:17Of course you do.
0:08:17 > 0:08:21So, how much was the total price? You haven't told me that.
0:08:21 > 0:08:238,500.
0:08:23 > 0:08:25How much did you actually pay of it? Did you pay all of it?
0:08:25 > 0:08:32- We paid all of it apart from, I think it was £500.- How did he leave it?
0:08:32 > 0:08:36Did he say, "I want more money", or didn't he say anything?
0:08:36 > 0:08:37He didn't say anything.
0:08:37 > 0:08:40He wouldn't answer the phone, he wouldn't answer texts,
0:08:40 > 0:08:42he didn't come here at all.
0:08:42 > 0:08:45So I got in touch with Trading Standards, who suggested that
0:08:45 > 0:08:49we write him a letter and send in some photographs
0:08:49 > 0:08:50and the next thing was we
0:08:50 > 0:08:54got a letter back from him saying he was quite shocked to receive all this
0:08:54 > 0:08:59in the post because he didn't really think that he did anything wrong.
0:08:59 > 0:09:03But as I find out later, things were about to get worse.
0:09:03 > 0:09:06And I give Susan some interesting information.
0:09:06 > 0:09:07I'm really shocked.
0:09:13 > 0:09:17Not everyone you pay to solve a problem in your home leaves
0:09:17 > 0:09:19you high and dry.
0:09:19 > 0:09:23Lots of tradespeople go to great lengths to help you out.
0:09:23 > 0:09:26In London, emergency plumber Peter Froggatt is on the way to
0:09:26 > 0:09:29a house with a leak in the bathroom.
0:09:29 > 0:09:30Well, I've had a call.
0:09:30 > 0:09:33Basically, we've got water coming through the ceiling,
0:09:33 > 0:09:36so I'm guessing it's maybe in the loft area.
0:09:36 > 0:09:37So it could be some plumbing,
0:09:37 > 0:09:40maybe a tank or something like that in the loft.
0:09:40 > 0:09:42Or it could be the roof tiles, so we're going to find out from him
0:09:42 > 0:09:46and make him aware of what it is and what we can do about it.
0:09:47 > 0:09:51Two and a half million pounds a year is paid out in insurance claims
0:09:51 > 0:09:53because of water leaks.
0:09:53 > 0:09:55And every good plumber knows that they need to act
0:09:55 > 0:09:59fast to prevent a potential disaster.
0:09:59 > 0:10:03Hello, Mr Wingate. How you doing? Peter. Nice to meet you.
0:10:03 > 0:10:05I've come to come and see your problem.
0:10:05 > 0:10:07Well, it's either a pipe or a leak.
0:10:07 > 0:10:10Once I know what the problem is, we'll do a bit of investigation
0:10:10 > 0:10:13and I'll let you know exactly what we can do about it.
0:10:13 > 0:10:17Let's try and get this sorted out for you. OK. Brilliant.
0:10:17 > 0:10:22- If you turn right at the top of the stairs.- OK, fantastic.
0:10:22 > 0:10:24And immediately first left.
0:10:24 > 0:10:27Hello, how are you doing? Nice to meet you. Is there a loft hatch?
0:10:27 > 0:10:30- Yes.- OK, and the leak is coming through...- That bathroom.
0:10:30 > 0:10:31That bathroom.
0:10:31 > 0:10:34David Wingate and his wife, Pauline, have been
0:10:34 > 0:10:38living at the house for 12 years and haven't had this problem before.
0:10:38 > 0:10:43I noticed that there was a little bit of peeling of the wallpaper and
0:10:43 > 0:10:48then when I sort of felt and I could feel the wall behind being damp.
0:10:48 > 0:10:52The worst scenario is that there is a pipe that is leaking
0:10:52 > 0:10:54there in the plumbing.
0:10:54 > 0:10:58And that if there is, then it would get worse and then if we go away
0:10:58 > 0:11:02and leave the house, we'll come back and find significant damage.
0:11:03 > 0:11:07At first glance, the leak isn't as bad as Peter feared
0:11:07 > 0:11:09But there is clearly a lot of water coming through
0:11:09 > 0:11:11the wall from somewhere.
0:11:11 > 0:11:15The peeling wallpaper and damp stains are signs something is amiss.
0:11:15 > 0:11:19And a leak like this, if left, could go on to cause extensive
0:11:19 > 0:11:22problems on both floors of the house.
0:11:22 > 0:11:24If there are any pipes in the vicinity, could be
0:11:24 > 0:11:28pipes further up and the water could be running down, you know,
0:11:28 > 0:11:29that's why we need to check everything.
0:11:29 > 0:11:31Just going to have a look upstairs.
0:11:32 > 0:11:36Because it's not immediately obvious where the water is coming from,
0:11:36 > 0:11:39Peter has turned detective and will start in the loft
0:11:39 > 0:11:42and work things out by a process of elimination.
0:11:44 > 0:11:46This light is just because it's quite dark
0:11:46 > 0:11:48and I couldn't see any other light up there.
0:11:48 > 0:11:51We've got to be careful where we tread, as well, I don't think
0:11:51 > 0:11:53it's boarded out so you've always got to be careful
0:11:53 > 0:11:54where you're walking.
0:11:54 > 0:11:58The last thing we want to make is another loft hatch for them.
0:12:04 > 0:12:08Right. Yeah, there is quite a lot of pipework up here.
0:12:09 > 0:12:14You can see the telltale signs of an old leak where it's been soaked
0:12:14 > 0:12:17and wet and has now dried up.
0:12:17 > 0:12:21Straightaway, I can't really see any sort of signs of water anywhere.
0:12:21 > 0:12:24But it is worth just checking everything up here
0:12:24 > 0:12:25while I'm up here.
0:12:27 > 0:12:29Having ruled out the pipes in the loft,
0:12:29 > 0:12:32Peter is able to narrow down where the issue stems from.
0:12:32 > 0:12:34OK, I checked in the loft space.
0:12:34 > 0:12:38- All your plumbing and pipework is fine in that loft, OK?- Right.
0:12:38 > 0:12:40But what I need to try and have a look is
0:12:40 > 0:12:43from outside the area which could be compromised.
0:12:43 > 0:12:47- So just going to have a look outside.- As long as the pipework...
0:12:47 > 0:12:50- Exactly, exactly. - That's a load off my mind.
0:12:50 > 0:12:55Also, if it was a pipe, like a mains water or hot water pipe,
0:12:55 > 0:12:58more than likely it would be leaking pretty much continuously.
0:12:59 > 0:13:02With the pipes in the loft all intact,
0:13:02 > 0:13:05the cause of the leak is still a mystery.
0:13:05 > 0:13:08Peter now suspects it might be coming through the roof.
0:13:08 > 0:13:12OK, it might need a roofer to come and really look into it in detail.
0:13:12 > 0:13:16It could be a tile missing, which is obvious.
0:13:16 > 0:13:19It could be lead, which is really leaking, which may be obvious.
0:13:19 > 0:13:21So it's worth just checking out and I can at least give
0:13:21 > 0:13:24the roofer some information about it before he arrives.
0:13:24 > 0:13:27But when he sees how high it is, Peter realises that climbing
0:13:27 > 0:13:31up on the roof is not going to be an option.
0:13:31 > 0:13:33- I definitely think it's more roofing.- Yeah.
0:13:33 > 0:13:36- Simply because of the rate of the leak.- Yeah.
0:13:36 > 0:13:38Determined to solve the puzzle for David,
0:13:38 > 0:13:42and find the source of the leak, Peter calls in a roofer.
0:13:42 > 0:13:45We'll find out later if he will be able to sort it out
0:13:45 > 0:13:48and prevent this leak from turning into a huge damp problem.
0:13:48 > 0:13:52Any water that has come rushing down this slope obviously would
0:13:52 > 0:13:54just get clogged up here.
0:13:58 > 0:14:02Back in Wales, Susan's relationship with her builder had entirely
0:14:02 > 0:14:07broken down after she paid him nearly £8,500.
0:14:07 > 0:14:11But he failed to give her the landscape garden she planned.
0:14:11 > 0:14:14The builder disputed that he'd done anything wrong,
0:14:14 > 0:14:16but this isn't what Susan had paid for.
0:14:18 > 0:14:23We needed to have a bottom wall built and levelled off.
0:14:23 > 0:14:29Then the wall coming up the side to the top wall and then a patio laid.
0:14:29 > 0:14:31The job was never finished,
0:14:31 > 0:14:35and even the work that has been done isn't up to scratch.
0:14:35 > 0:14:38- So, it didn't end very well? - No, not at all.
0:14:39 > 0:14:44- And has he offered to make any reparations?- No contact at all.
0:14:44 > 0:14:47I think, Sue, this is a good opportunity to go down
0:14:47 > 0:14:50and have a look at the work in the garden so I can make appraisal.
0:14:50 > 0:14:53- Are you OK with that, though? - I'm OK, I'll take my stick
0:14:53 > 0:14:56and if I can hold on to your arm that would be a great help.
0:14:56 > 0:14:58Yes, I'll help you down.
0:14:58 > 0:15:01Susan's arthritis has been getting worse.
0:15:01 > 0:15:02And she's been told
0:15:02 > 0:15:05she may be wheelchair-bound by the summer of 2015.
0:15:05 > 0:15:09Take my arm and we'll go down this together. I'll go slightly in front.
0:15:09 > 0:15:12She wanted to enjoy her garden while she could,
0:15:12 > 0:15:15knowing the steps would be too much in the near future.
0:15:17 > 0:15:21- It's quite a busy road, isn't it? Behind you here.- Yes, very.
0:15:21 > 0:15:22Very noisy.
0:15:22 > 0:15:25Which I suppose is why you wanted this wall built so high?
0:15:25 > 0:15:29- Exactly, yes.- So this was going to be your sun terrace, effectively.
0:15:29 > 0:15:33This was going to be the patio, yes. But it never was.
0:15:33 > 0:15:39- He said that this would be done by Easter for me.- By Easter?- By Easter.
0:15:39 > 0:15:42Not only did Susan's builder not keep to his
0:15:42 > 0:15:46three-to-four week timetable in March 2014,
0:15:46 > 0:15:49he also produced some really questionable work.
0:15:49 > 0:15:50He's done some strange things
0:15:50 > 0:15:56because he has the face of the walling in this way on that
0:15:56 > 0:16:01wall and then he has it turned out for that wall.
0:16:01 > 0:16:06Really, the rules are, you show your neighbour the best side.
0:16:06 > 0:16:10That's the first thing that's wrong, that should be turned round.
0:16:10 > 0:16:16And this is what was supposed to be paved but he's never paved it.
0:16:16 > 0:16:20So you can't really use it like this because it's not comfortable
0:16:20 > 0:16:21and safe to walk on.
0:16:21 > 0:16:24No, not at all.
0:16:24 > 0:16:27And I spot something which really concerns me.
0:16:27 > 0:16:30I've noticed that this end, where we're going to go,
0:16:30 > 0:16:32that that should have been...
0:16:32 > 0:16:33When you come to the end of the wall,
0:16:33 > 0:16:36it should have a big pier to hold it steady.
0:16:36 > 0:16:40Because that's just, you know, single course
0:16:40 > 0:16:42and if you banged against that, over it would go.
0:16:44 > 0:16:48It may be possible to salvage that if piers are built
0:16:48 > 0:16:51- and they are tied into it.- I see.
0:16:51 > 0:16:54But what we need to do is have a look down below to see what
0:16:54 > 0:16:57they've done in order to see if that's a possibility.
0:16:57 > 0:17:01- Are you OK to...- Yeah, yeah.- Do you know, I think it's stopped raining.
0:17:01 > 0:17:04- Yes.- We don't need that any more.
0:17:04 > 0:17:05That'll make things a bit easier.
0:17:05 > 0:17:08Give us your hand and I'll walk you down this bit.
0:17:14 > 0:17:17Right. Wow!
0:17:18 > 0:17:22Actually, I have to say that what's here looks well done.
0:17:23 > 0:17:25- Really?- Yeah, yeah.
0:17:25 > 0:17:30At the moment, to me, there's no cracking,
0:17:30 > 0:17:32there's no stress cracking on it.
0:17:32 > 0:17:34So this might be fine.
0:17:34 > 0:17:37'Maybe there is light at the end of this tunnel.'
0:17:38 > 0:17:43I think what probably happened here is that, as you told me,
0:17:43 > 0:17:48- he's a plasterer.- Yeah.- And I'd say he's probably a good plasterer.
0:17:48 > 0:17:50I can't say, but this work is good.
0:17:50 > 0:17:53And I think he's probably underpriced
0:17:53 > 0:17:55the job at the beginning.
0:17:55 > 0:17:58And because he never supervised it properly,
0:17:58 > 0:18:00some of the work that should have been done wasn't done.
0:18:00 > 0:18:02But that's down to his bad management.
0:18:02 > 0:18:04So therefore, at the end, after paying them,
0:18:04 > 0:18:08- there wasn't enough money left for him to complete the job.- Right.
0:18:08 > 0:18:12But that's not your fault or your responsibility, that's his.
0:18:12 > 0:18:15My team has looked at Susan's builder
0:18:15 > 0:18:17and we now know a bit more about the man.
0:18:17 > 0:18:23- He has three dissolved companies and one in liquidation.- Really?- Yes.
0:18:23 > 0:18:29And he also has three CCJs against him, one is for £14,000.
0:18:29 > 0:18:30I'm really shocked.
0:18:30 > 0:18:33A CCJ is a court order, registered against you
0:18:33 > 0:18:36if you fail to pay back money you owe.
0:18:36 > 0:18:38And it's exactly the sort of thing you should be
0:18:38 > 0:18:41checking before employing a builder.
0:18:41 > 0:18:44Do a credit check on them and you should be able to find out.
0:18:44 > 0:18:47And if they have a company in liquidation it means it's
0:18:47 > 0:18:51stopping trading and shouldn't be taking money from you.
0:18:51 > 0:18:53Look on websites like Companies House
0:18:53 > 0:18:56and ask the Citizens Advice Bureau for pointers.
0:18:57 > 0:19:00Do your research before you hire someone
0:19:00 > 0:19:04and you could save yourself an awful lot of bother later on.
0:19:04 > 0:19:08Have you found the whole process very stressful?
0:19:08 > 0:19:10Because you seem to me as though...
0:19:10 > 0:19:13Very stressful. There are many days when I don't even open
0:19:13 > 0:19:17the bedroom curtains because I don't want to look out here.
0:19:17 > 0:19:19I end up in tears.
0:19:19 > 0:19:24And, during all this going on, I suffered a heart attack.
0:19:24 > 0:19:28And I was in hospital for a week, while these builders were here.
0:19:28 > 0:19:31I mean, I'm not saying it had anything to do with the builders
0:19:31 > 0:19:35but obviously the stress didn't help at all.
0:19:35 > 0:19:39Susan's been quoted £12,500 to redo the brick walls
0:19:39 > 0:19:41and finish off her patio.
0:19:41 > 0:19:44A sum she just can't afford right now.
0:19:44 > 0:19:46But there is a cheaper alternative.
0:19:46 > 0:19:51The stuff that's unfinished could be repaired and cleaned up.
0:19:51 > 0:19:55This ground needs to be rotovated and levelled up
0:19:55 > 0:19:59and then maybe a membrane on here to stop the weeds growing up
0:19:59 > 0:20:03and then put a mulch over the top of that,
0:20:03 > 0:20:07some sort of crushed stone, and that will allow it to drain.
0:20:07 > 0:20:10But I think this is definitely salvageable.
0:20:10 > 0:20:13- That's good news, isn't it?- I had better start saving then, yeah? Yeah.
0:20:13 > 0:20:16Susan wanted to tell me her story
0:20:16 > 0:20:18so no-one else would make the same mistakes.
0:20:18 > 0:20:20And hers were fairly common.
0:20:20 > 0:20:24So, if you're thinking of having any work done, make sure you
0:20:24 > 0:20:26choose a workman in the right trade.
0:20:26 > 0:20:30It's no good having a plasterer to sort your garden out.
0:20:30 > 0:20:31Compare quotes.
0:20:31 > 0:20:35Don't settle for the first person you talk to about the job.
0:20:35 > 0:20:39And if you suspect your workmen are juggling too many jobs, speak up.
0:20:39 > 0:20:42They should stick to your agreed timeframe.
0:20:46 > 0:20:48Well, I think that goes to show that,
0:20:48 > 0:20:51even with a recommendation, you can still come unstuck.
0:20:51 > 0:20:53There is no substitute for doing your own research
0:20:53 > 0:20:56and making sure that your contractor can do what you want.
0:20:56 > 0:20:58Now I think in Sue's case the contractor just bit off more
0:20:58 > 0:21:00than he could chew and
0:21:00 > 0:21:03providing she gets a structural engineer in to check out all
0:21:03 > 0:21:05the work that's already been done, I think,
0:21:05 > 0:21:08and I hope for Sue's case, that this can be salvageable.
0:21:15 > 0:21:18Back in London, plumber Peter has called in his roofer colleague
0:21:18 > 0:21:22Jason Ross, having failed to find the source of a bathroom leak
0:21:22 > 0:21:24at David's house.
0:21:24 > 0:21:26I'm just going to show him briefly upstairs.
0:21:26 > 0:21:28If the leak isn't stopped in its tracks,
0:21:28 > 0:21:31the water damage could spread, seriously affecting
0:21:31 > 0:21:35the plasterwork and timber on this floor and the one below.
0:21:35 > 0:21:40I went into this loft space and you can see down to a certain point.
0:21:40 > 0:21:44There are pipes running down this roof, which I can sort of see.
0:21:44 > 0:21:46But...
0:21:46 > 0:21:48It doesn't point it out to be a pipe today.
0:21:48 > 0:21:52It is roughly where that window is. Yeah, shall we get the ladder up?
0:21:52 > 0:21:54- Let's do it. Yeah.- Have a look.- OK, mate.
0:21:57 > 0:22:00Now they have the right equipment, roofer Jason can easily climb
0:22:00 > 0:22:03up onto the roof and see what's going on.
0:22:05 > 0:22:07- Don't break any slates.- Yeah.
0:22:10 > 0:22:13Well, you've got a lot of moss that's sat here.
0:22:13 > 0:22:16It's not long before he spots a problem.
0:22:16 > 0:22:19I think the issue is from this window here.
0:22:19 > 0:22:23You can see here obviously that, you know, any water that
0:22:23 > 0:22:27runs down the roof, it's just going to get blocked up here.
0:22:27 > 0:22:34And it's not able to travel away. This is the weakness on the roof.
0:22:34 > 0:22:38This window itself, because all it protects...
0:22:38 > 0:22:43All that stops the water from coming in is a lead soaker.
0:22:43 > 0:22:46Which is this detail here.
0:22:46 > 0:22:50It runs over this window and then under the slates.
0:22:50 > 0:22:52So although the problem isn't the roof itself,
0:22:52 > 0:22:56there's an obvious issue with the area around the window.
0:22:56 > 0:22:58The gullies have got clogged up with moss, leaves and debris
0:22:58 > 0:23:02and it means water is gathering there instead of draining away.
0:23:02 > 0:23:07Small areas like this can cause this kind of leak to
0:23:07 > 0:23:10develop into the property.
0:23:10 > 0:23:12It's the most obvious thing at this moment in time
0:23:12 > 0:23:17because the actual lead work appears to be in a sound condition.
0:23:17 > 0:23:20With any roof, it's vital that it is looked after properly.
0:23:20 > 0:23:24Unless it's a new roof, get it checked every couple of years.
0:23:24 > 0:23:27This might cost you between £40 and £100.
0:23:27 > 0:23:31Most insurance policies only pay out after storm damage,
0:23:31 > 0:23:34not for leaks, which could be down to poor maintenance.
0:23:34 > 0:23:37So it's worth checking your policy to see if you're covered.
0:23:37 > 0:23:40Having removed all the debris from the roof,
0:23:40 > 0:23:43Jason is confident that the water will now be able to drain away
0:23:43 > 0:23:46and not collect and cause leaks.
0:23:46 > 0:23:48The roof is now watertight
0:23:48 > 0:23:51and any serious damp problems have been averted.
0:23:51 > 0:23:56David can now repair and repaint his bathroom once it's dried out.
0:23:56 > 0:23:59- OK, thank you so much. - You're welcome.- Fantastic.
0:23:59 > 0:24:01And they are off to their next job.
0:24:09 > 0:24:1215 miles from Manchester city centre, Alderley Edge
0:24:12 > 0:24:17in Cheshire is home to fast cars, flash homes and footballers.
0:24:17 > 0:24:20And with a burglary every 40 seconds in the UK,
0:24:20 > 0:24:23if your home isn't totally secure, you could be unlucky.
0:24:25 > 0:24:28Claire MacLeod became only too aware of this when she was out
0:24:28 > 0:24:31one day, leaving her teenage son in charge of the house.
0:24:32 > 0:24:34I got a telephone call to tell me
0:24:34 > 0:24:38that a couple of the keys had broken in the back door locks.
0:24:38 > 0:24:41Because both of the doors were now unlockable,
0:24:41 > 0:24:45Claire was worried about the safety of her son and her house.
0:24:45 > 0:24:49She rushed home to call an emergency locksmith and Danny Cosworth,
0:24:49 > 0:24:52a tradesman with 21 years' experience, came to her rescue.
0:24:55 > 0:24:57Bit of an unusual situation.
0:24:57 > 0:24:59I've got two back doors
0:24:59 > 0:25:04and I've got a key broken in each of the locks in each of the back doors.
0:25:04 > 0:25:08So, this one is unlocked and the key is broken on this side.
0:25:08 > 0:25:10And then the other door, which is just round the corner,
0:25:10 > 0:25:14that's locked and the key is broken on the outside.
0:25:14 > 0:25:16Right, OK.
0:25:16 > 0:25:18Quickly getting to work on one of the locks,
0:25:18 > 0:25:22it's not long before Danny's trained eye notices the lock
0:25:22 > 0:25:24is even less secure than Claire thought.
0:25:24 > 0:25:28The way it's fitted to the door makes it an easy target for burglars.
0:25:30 > 0:25:32Mrs McLeod, we've discovered now that the cylinder
0:25:32 > 0:25:37on the outside is susceptible to a method of attack that
0:25:37 > 0:25:41burglars are using, which involves breaking the cylinder in two
0:25:41 > 0:25:44and gaining entry that way.
0:25:44 > 0:25:47We could repair this cylinder but I wouldn't recommend that we did that.
0:25:47 > 0:25:52We should really fit one that is snap resistant of the correct size.
0:25:52 > 0:25:55Breakable cylinders that burglars can get leverage on are
0:25:55 > 0:25:59something that seasoned locksmith Danny has come across before.
0:25:59 > 0:26:02And they are gold dust for potential thieves.
0:26:02 > 0:26:05Well, I mean, you know, obviously I want it to be secure so, if you
0:26:05 > 0:26:09need to replace that bit to make it secure, then go ahead and do that.
0:26:09 > 0:26:10- OK, no problem.- Thank you.
0:26:12 > 0:26:15Moving on to check the other lock, Danny quickly removes the whole
0:26:15 > 0:26:20lock mechanism from the door and the problem is staring him in the face.
0:26:20 > 0:26:23It's got dirty and it's got grime and everything in it and it's
0:26:23 > 0:26:26gone a bit rusty and it's partially seized up, so the mechanism is
0:26:26 > 0:26:29not sliding as it should do and it's jamming, which has
0:26:29 > 0:26:32given our friend some frustration and he's obviously
0:26:32 > 0:26:34tried to force it.
0:26:34 > 0:26:37So, with a bit of TLC and a clean and some oil, it's
0:26:37 > 0:26:40hopefully going to be working again in a minute.
0:26:43 > 0:26:46To keep your locks working smoothly, always keep them clean
0:26:46 > 0:26:47and free from debris.
0:26:47 > 0:26:50Lubricate them and flush them out with a specialist spray
0:26:50 > 0:26:52every now again.
0:26:52 > 0:26:54- How's progress?- I've stripped it down and cleaned it
0:26:54 > 0:26:56and put it back in and it seems to be fine now.
0:26:56 > 0:27:01- Oh, fantastic. So you don't need to replace it?- I don't think so.
0:27:01 > 0:27:03Danny has saved his customer unnecessary
0:27:03 > 0:27:05expense by repairing the old lock.
0:27:05 > 0:27:08But in the other door, he can see it does need a new
0:27:08 > 0:27:11cylinder, which he quickly and expertly fits.
0:27:17 > 0:27:21A standard cylinder would cost between £20 and £50.
0:27:21 > 0:27:24But an anti-snap design can be between £50
0:27:24 > 0:27:27and £100, plus the locksmith's time or call-out charge.
0:27:29 > 0:27:34- Have you done it?- That should be fine now. So if you can lock me out.
0:27:34 > 0:27:36I'll have a go. Thank you.
0:27:38 > 0:27:40And it's not long before Claire is won over by the lock's
0:27:40 > 0:27:42new smoothness.
0:27:42 > 0:27:44Oh, amazing!
0:27:47 > 0:27:49So, thanks to Danny, Claire
0:27:49 > 0:27:52and her son can sleep soundly in their beds tonight.
0:28:02 > 0:28:05Any one of us could be in a situation such as we've seen today.
0:28:05 > 0:28:07So follow my top tips
0:28:07 > 0:28:10and your home emergency or home improvement should be plain sailing.