0:00:01 > 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 > 0:00:11- '..or you want major work done...' - To my mind, 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 > 0:00:25We'll hear the stories of devastation
0:00:25 > 0:00:28and despair left behind when 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 > 0:00:36'And 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 > 0:00:41'But most tradesmen are there to help.
0:00:41 > 0:00:44'And we'll follow the response team who are there for you 24 hours
0:00:44 > 0:00:46'a day...'
0:00:46 > 0:00:47Yes!
0:00:47 > 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.
0:01:07 > 0:01:10Coming up, a householder suspects squirrels.
0:01:10 > 0:01:13The noise was quite...unsettling.
0:01:13 > 0:01:18- But pest controller Paul can smell a rat.- Something's been chewing.
0:01:18 > 0:01:21There are some rat droppings. Quite fresh ones.
0:01:21 > 0:01:24An unusual offer for an apprentice plumber.
0:01:24 > 0:01:29- And he only came to fish the phone out of the loo.- Beautiful young man.
0:01:29 > 0:01:31Would you marry my daughter?
0:01:31 > 0:01:35But no-one's laughing about what happened to Claire.
0:01:35 > 0:01:39Ripped off by someone who was meant to be a mate.
0:01:39 > 0:01:42Because he was a friend, we trusted him that he would do right by us
0:01:42 > 0:01:44and do a good job.
0:01:52 > 0:01:55The relaxation of planning regulations for small extensions
0:01:55 > 0:02:00means lots of us are considering adding extra space to our homes.
0:02:00 > 0:02:04And that's what Claire Watson from West Yorkshire was after
0:02:04 > 0:02:08when she opted for a single-storey extension to her house.
0:02:08 > 0:02:12The new build was to house a home gym and a fun space to relax,
0:02:12 > 0:02:14dedicated to her late grandmother,
0:02:14 > 0:02:16whose legacy would fund it.
0:02:16 > 0:02:21She decided to ask around people she knew, looking for recommendations.
0:02:21 > 0:02:24Word got out and an acquaintance made contact.
0:02:24 > 0:02:27Claire hoped hiring someone they knew of was a good
0:02:27 > 0:02:30safeguard against being ripped off.
0:02:30 > 0:02:34The builder in question actually contacted my partner via text
0:02:34 > 0:02:37message to offer his services.
0:02:37 > 0:02:40Having had a good experience with a friend doing work for me
0:02:40 > 0:02:42previously, I expected the same.
0:02:42 > 0:02:44Things started well.
0:02:44 > 0:02:47But she wasn't to know that first text was
0:02:47 > 0:02:50the beginning of a major deception.
0:02:50 > 0:02:54He seemed to be all professional, the quotes looked professional.
0:02:54 > 0:02:58The figures that he was quoting seemed to be legitimate.
0:02:58 > 0:03:01Because he was a friend, we trusted him that he would do right by us
0:03:01 > 0:03:04and do a good job.
0:03:04 > 0:03:07Her friendly builder said he could get the job done in four to
0:03:07 > 0:03:11five weeks, at a cost of £13,000.
0:03:11 > 0:03:14Including everything from digging the foundations to putting
0:03:14 > 0:03:17the roof on, to plastering, electrics,
0:03:17 > 0:03:21everything like that, which we thought was very reasonable.
0:03:21 > 0:03:24Claire gave him £10,000 upfront for materials.
0:03:24 > 0:03:27But he didn't give her a breakdown of what was ordered
0:03:27 > 0:03:31and the payment arrangements were downright suspicious.
0:03:31 > 0:03:37We agreed we'd pay him £800 per week in lieu of work done on the build.
0:03:37 > 0:03:41The planned four to five week build turned into six weeks
0:03:41 > 0:03:45and Claire began to have doubts about the quality of the work.
0:03:45 > 0:03:48Then the builder just stopped turning up.
0:03:48 > 0:03:50Claire did exactly the right thing
0:03:50 > 0:03:54and went straight to the building inspectors at her local council.
0:03:54 > 0:03:56He wasn't happy with the cavity.
0:03:56 > 0:03:59They'd not built it to the right specification.
0:03:59 > 0:04:04The insulation was insufficient. The concrete floor hadn't been put down.
0:04:04 > 0:04:08Also, the roof - rafters hadn't been installer correctly,
0:04:08 > 0:04:10so that was also dangerous.
0:04:10 > 0:04:14Claire sought legal help and wrote to the builder, giving him
0:04:14 > 0:04:17an opportunity to put things right and gave him a deadline.
0:04:17 > 0:04:20When I came home from work that evening,
0:04:20 > 0:04:23a hand-delivered letter had been pushed through my door.
0:04:23 > 0:04:28He was accusing the building inspector of lying. Um...
0:04:28 > 0:04:31Which was unbelievable, really.
0:04:31 > 0:04:35I also gave him a final opportunity to rectify the issues
0:04:35 > 0:04:39and if he failed to contact me, I would take that as his refusal.
0:04:39 > 0:04:42Claire's legal advice was spot on.
0:04:42 > 0:04:44If you find yourself battling a builder,
0:04:44 > 0:04:49get the council's building inspector to come and check the work.
0:04:49 > 0:04:52Contact your builder in writing, giving them
0:04:52 > 0:04:54a chance to fix what's gone wrong.
0:04:54 > 0:04:57And set them a clear deadline to get back in touch.
0:04:57 > 0:05:01And if you're still not getting anywhere, consider mediation.
0:05:01 > 0:05:05The Federation of Master Builders offers a free service.
0:05:05 > 0:05:08Unfortunately for Claire, that just wasn't an option
0:05:08 > 0:05:13and her situation was all the more upsetting because the £13,000 she'd
0:05:13 > 0:05:18handed over to her so-called mate had all come from her gran's legacy.
0:05:18 > 0:05:22My mother had kindly given me the money my gran had left her
0:05:22 > 0:05:27when she died in October 2013, so it was obviously very emotive.
0:05:27 > 0:05:30Felt like my mother had been robbed.
0:05:30 > 0:05:34It's a sorry tale, but what happened next was a real shocker
0:05:34 > 0:05:37and it left poor Claire reeling.
0:05:37 > 0:05:41It shocked me, particularly about his company because it just
0:05:41 > 0:05:44feels now that he made out to deceive us right from the beginning.
0:05:53 > 0:05:56Luckily, most tradesmen want to make things
0:05:56 > 0:05:59better for their customers and in South London, pest controller Paul
0:05:59 > 0:06:03Mason is on his way to see a worried householder who fears
0:06:03 > 0:06:06she has vermin in the roof.
0:06:06 > 0:06:09We've had a call and a report to say that she's got rats or
0:06:09 > 0:06:11squirrels in the loft.
0:06:11 > 0:06:15Worst case scenario is squirrels, cos squirrels are more disruptive
0:06:15 > 0:06:17than rats.
0:06:17 > 0:06:19They do cause a lot of damage.
0:06:21 > 0:06:24It's crucial Paul deals with the problem straightaway.
0:06:24 > 0:06:28Invading squirrels regularly gnaw through electrical cables
0:06:28 > 0:06:32and have been known to cause fires, totally destroying homes.
0:06:32 > 0:06:35When we get up there, we'll have a good look around the loft.
0:06:35 > 0:06:38Obviously, talk to the customer, find out what the problem is.
0:06:38 > 0:06:42No-one likes the idea of rats in the house.
0:06:42 > 0:06:45They're responsible for spreading all kinds of infectious
0:06:45 > 0:06:49diseases, including TB, salmonella, E.coli and Weil's disease,
0:06:49 > 0:06:52all of which can be fatal.
0:06:52 > 0:06:57Getting rid of them can cost you anywhere between £70 and £150.
0:06:57 > 0:07:00Local councils have pest control departments and will usually
0:07:00 > 0:07:04charge you, although there may be help if you're on benefits.
0:07:04 > 0:07:07We've got some break back traps.
0:07:07 > 0:07:10We'll see what the situation warrants,
0:07:10 > 0:07:12cos each situation is different.
0:07:12 > 0:07:16Rats are becoming immune to some of the more common poisons used
0:07:16 > 0:07:17to control them.
0:07:17 > 0:07:20And overflowing waste and illegal dumping of rubbish
0:07:20 > 0:07:24in our cities means they have a ready food source.
0:07:24 > 0:07:28It's just a takeaway for rats and for foxes.
0:07:28 > 0:07:32Anything that wants something to eat has got somewhere lovely
0:07:32 > 0:07:34to have a bit of a pig out, really.
0:07:34 > 0:07:36Paul's first thought
0:07:36 > 0:07:40when he sees the property is bushy-tailed invaders.
0:07:40 > 0:07:43Possibility of squirrels is kind of increased, cos you can see
0:07:43 > 0:07:46all of the foliage at the front.
0:07:46 > 0:07:50Once we get inside and get up in the loft, we'll see and explore further.
0:07:50 > 0:07:54But rats are also good climbers, often using electrical cables
0:07:54 > 0:07:58or overhanging branches to get into loft spaces.
0:07:58 > 0:08:01And they can squeeze through the smallest of gaps.
0:08:03 > 0:08:05RINGS BELL
0:08:05 > 0:08:08- Hi. I'm Paul, come to have a look... - Hiya, Paul.
0:08:08 > 0:08:10Hiya. Cheers.
0:08:10 > 0:08:13Householder Maggie and her daughter Kate are hoping Paul can
0:08:13 > 0:08:17discover what's keeping them awake at night.
0:08:17 > 0:08:20I started hearing scratching noises above my bedroom.
0:08:20 > 0:08:23So we thought there's some kind of creature,
0:08:23 > 0:08:26which I quite want to get rid of, cos it was quite scary.
0:08:26 > 0:08:29Yes, the other night, Kate appeared in my bedroom and decided
0:08:29 > 0:08:34she wanted to sleep in my bed with me, rather than stay in her room.
0:08:34 > 0:08:37When we heard the noise... The noise was quite...unsettling.
0:08:37 > 0:08:40- Lots of scraping.- Immediately, I didn't think it was a pest.
0:08:40 > 0:08:44Sounds like we're haunted. It's haunted! Mum was like, it's probably a rat or a squirrel.
0:08:44 > 0:08:49They were quite noisy, so it was clearly more than a mouse cos it was quite a sort of...scratch, which is
0:08:49 > 0:08:55- why it was quite spooky because it could have been...a person.- Yeah, it was like knocking, as well.
0:08:57 > 0:09:01But Maggie and Kate can't work out where the noise is coming from.
0:09:01 > 0:09:05I'm not sure how they're above her bedroom
0:09:05 > 0:09:07because there's another bedroom above that.
0:09:07 > 0:09:12- So, it's not actually in the loft. It's going underneath.- I'll show you.
0:09:12 > 0:09:16Yeah, if we go and have a look and then we can go from there.
0:09:16 > 0:09:18It's all a bit of a mystery.
0:09:18 > 0:09:21Paul will need to trace the route of the unknown raiders through
0:09:21 > 0:09:23the upper floors.
0:09:23 > 0:09:27- This is above where I am.- Yeah.
0:09:27 > 0:09:31Basically, I'm not sure there's any sort of entrance...
0:09:31 > 0:09:35- I could hear it like around here, as well.- Really?
0:09:35 > 0:09:40He begins his investigation by crawling into the loft hatch.
0:09:40 > 0:09:45Every night... It's not constant, but it sort of like moves around.
0:09:45 > 0:09:47Knocking, scratching. It's horrible.
0:09:47 > 0:09:50- Are you hearing it...? - Kind of round here.
0:09:50 > 0:09:54Yeah, basically, there's an entrance that you can see that goes all
0:09:54 > 0:09:57the way down and it goes all the way to the end of the wall over
0:09:57 > 0:10:00- there, so that's why you can hear it running along here.- Oh.
0:10:00 > 0:10:04Later, Paul reveals he's not a rat catcher...
0:10:07 > 0:10:09..but a rat dispatcher.
0:10:09 > 0:10:10It's very, very effective.
0:10:16 > 0:10:20When you book trades people to work inside your home,
0:10:20 > 0:10:24you hope that they'll do a good job. And generally, they do.
0:10:24 > 0:10:29But sometimes, you're unlucky and things go horribly wrong.
0:10:29 > 0:10:32In West Yorkshire, Claire's been left with a half-finished,
0:10:32 > 0:10:33substandard build,
0:10:33 > 0:10:38after giving £13,000 of her gran's money to a so-called mate.
0:10:38 > 0:10:43Even after building control said the work wasn't up to scratch,
0:10:43 > 0:10:47he refused to return any money or finish the job.
0:10:47 > 0:10:49But that's not even the worst of it.
0:10:49 > 0:10:52I received a letter from the Insolvency Service,
0:10:52 > 0:10:55advising me that he'd declared himself bankrupt.
0:10:55 > 0:10:58It came as a complete shock to me because he never mentioned this
0:10:58 > 0:11:03to me or my partner and continued to take money from my mother.
0:11:03 > 0:11:05Anyone who is bankrupt shouldn't be trading
0:11:05 > 0:11:09and taking money for work relating to that company.
0:11:09 > 0:11:12Claire's builder started work at the end of April,
0:11:12 > 0:11:16but filed for bankruptcy just four weeks later without telling her.
0:11:16 > 0:11:21He continued to work and take her money for another two weeks.
0:11:21 > 0:11:24The money was going into a bank account in another name,
0:11:24 > 0:11:28meaning it couldn't easily be traced by the courts.
0:11:28 > 0:11:31That should have set alarm bells clanging from the start.
0:11:31 > 0:11:35The builder's bankruptcy pretty much guaranteed Claire would not
0:11:35 > 0:11:37get a penny of her money back.
0:11:37 > 0:11:40She was left with a dangerous half-finished,
0:11:40 > 0:11:44badly constructed shell that would cost thousands to put right.
0:11:44 > 0:11:46Claire's invited me
0:11:46 > 0:11:50to West Yorkshire to hear the full story because she wants to
0:11:50 > 0:11:53help others avoid getting themselves into the same situation.
0:11:57 > 0:12:00- Hi. You must be Claire. - Hiya. Come in.
0:12:00 > 0:12:04It's clear that despite her nightmare with the builder,
0:12:04 > 0:12:07she's now managed to sort things out.
0:12:07 > 0:12:10I looked at the new extension and I thought that was quite pukka.
0:12:10 > 0:12:14Doesn't look anything wrong with that to me at all. It looks very well built.
0:12:14 > 0:12:16That's because another builder's built it!
0:12:16 > 0:12:20I was going to have a bit of trouble finding fault with that one!
0:12:20 > 0:12:23No, it's all been demolished and rebuilt.
0:12:23 > 0:12:25So, you had the building inspector involved.
0:12:25 > 0:12:28Yes, and he said he would have to demolish it.
0:12:28 > 0:12:32The foundations were inadequate, they weren't deep enough or wide enough.
0:12:32 > 0:12:35- Oh, no! So, they had to come out, as well?- Yes.
0:12:35 > 0:12:38Now we are getting in to tough territory.
0:12:38 > 0:12:39What about drainage?
0:12:39 > 0:12:42There was a sewerage pipe within the excavation, which
0:12:42 > 0:12:46the building inspector said he wanted moving.
0:12:46 > 0:12:49And when we dug down, we found it had been moved,
0:12:49 > 0:12:51but not properly, and the seals hadn't been put in,
0:12:51 > 0:12:54so it was actually sewage leaking into the ground.
0:12:54 > 0:12:56Even worse.
0:12:56 > 0:12:59Let's have a look at some of the work this chancer did.
0:12:59 > 0:13:03And remember, Claire paid him £13,000 for this.
0:13:03 > 0:13:06That is some of the building brickwork that they did.
0:13:06 > 0:13:10Oh, my goodness! That is very, very poor.
0:13:10 > 0:13:14These little bricks, they're supposed to be accurately cut
0:13:14 > 0:13:18and the right way round. That one's back to front. What's that one?
0:13:18 > 0:13:20That's the doorframe outside.
0:13:20 > 0:13:23They'd actually screwed in to the doorframe to get
0:13:23 > 0:13:25the lines for the brickwork.
0:13:25 > 0:13:28- You're joking. - So, they're all still there.
0:13:28 > 0:13:31There's actually still screws in the doorframe, as well.
0:13:31 > 0:13:34I can see why he demanded it to be demolished.
0:13:34 > 0:13:37- Mm.- This is pretty shocking, all round.
0:13:37 > 0:13:41This guy shouldn't have even been building a Wendy house.
0:13:41 > 0:13:45Quality of the work I've seen is really, really poor.
0:13:45 > 0:13:47So, how did this come to an end?
0:13:47 > 0:13:51I came home from work and he'd handed a letter through the door,
0:13:51 > 0:13:54basically accusing the building inspector of lying.
0:13:54 > 0:13:56- He accused the building inspector of lying?!- Yes.
0:13:56 > 0:13:58- That's a bit rich, isn't it?- Yeah.
0:13:58 > 0:14:02Never again offering to come and remedy any of the works,
0:14:02 > 0:14:08so I wrote back to him and said that I took his letter to be his refusal.
0:14:08 > 0:14:12- Termination of work.- Yeah.- And then you had to set about rectifying...
0:14:12 > 0:14:14Yeah, start demolishing it.
0:14:14 > 0:14:18- Which was heartbreaking. - Yeah, I'm sure it was.
0:14:18 > 0:14:21Claire, her partner Andy, and other family members,
0:14:21 > 0:14:26including her mum, set to work knocking down the build themselves.
0:14:26 > 0:14:28But finally, Claire's luck changed.
0:14:28 > 0:14:31An old friend who had given her some advice
0:14:31 > 0:14:34when things had gone wrong organised some other trades people
0:14:34 > 0:14:38he knew to get together and help with the rebuild.
0:14:38 > 0:14:43Claire had spent £13,000 already, but the new builders gave a lot of
0:14:43 > 0:14:47their time free and putting things right only cost another £6,000.
0:14:50 > 0:14:53You've had the building done properly and according to the
0:14:53 > 0:14:57way you wanted it done for less than half the money that he
0:14:57 > 0:14:59charged to do it badly.
0:14:59 > 0:15:03- Yeah.- I know these people did a lot of it for no profit, but even so...
0:15:03 > 0:15:06- Yeah.- So, can I come and have a look? - Yes, of course.
0:15:06 > 0:15:09This is an extension with a difference.
0:15:10 > 0:15:14- Oh, and a bar!- Yes.- I think you're a bit of a party girl!
0:15:14 > 0:15:18- This is like a disco room, isn't it? - It is. It's my woman cave.
0:15:18 > 0:15:21I also noticed as we came in, above the door, it's Flo's Bar -
0:15:21 > 0:15:24- Never To Be Forgotten. - That's my gran.
0:15:24 > 0:15:26She died last year, just before her 99th birthday.
0:15:26 > 0:15:30- So she would have been 100 this year. - Aw, bless.
0:15:30 > 0:15:34So I just wanted something to remember her by, really.
0:15:34 > 0:15:37That's great. Would she have approved?
0:15:37 > 0:15:40- She liked a good knees up, yes! - I bet she did. Look at this!
0:15:40 > 0:15:44- A disco ball an' all. Does it work? - It does. Do you want me to show you?
0:15:44 > 0:15:46Yeah, yeah. Put it on.
0:15:46 > 0:15:50Oh, look at that! The old legs are going here, look! Yeah!
0:15:50 > 0:15:52Ha-ha!
0:15:52 > 0:15:56As well as the bar, there's a mini gym.
0:15:56 > 0:15:59But before we relax in Flo's Bar, I've got some
0:15:59 > 0:16:02news for Claire about the original builder.
0:16:02 > 0:16:06His company was dissolved in January 2010.
0:16:06 > 0:16:10Yet he was still using that paperwork when you contacted him.
0:16:10 > 0:16:11Yes.
0:16:11 > 0:16:14The Insolvency Service told us, once he was made bankrupt,
0:16:14 > 0:16:17he should not have taken any more money from you.
0:16:17 > 0:16:20He also should not have traded under his company name
0:16:20 > 0:16:24and the official receiver at the local office in Leeds is
0:16:24 > 0:16:30currently investigating this and they will be keen to talk to you.
0:16:30 > 0:16:34Now, we've also contacted your builder on four occasions,
0:16:34 > 0:16:39- giving the right to reply. Surprise... Guess what.- He hasn't.
0:16:39 > 0:16:42We are still awaiting his response.
0:16:42 > 0:16:45It's shocked me, particularly the bit about his company because it
0:16:45 > 0:16:49just feels now that he made out to deceive us right from the beginning.
0:16:49 > 0:16:53You can find out if someone's gone bankrupt by checking
0:16:53 > 0:16:55the insolvency register online.
0:16:55 > 0:16:59You can also find out a trader's history by doing an online
0:16:59 > 0:17:00check with Companies House,
0:17:00 > 0:17:04through trade organisations or Citizens Advice Bureau.
0:17:04 > 0:17:07But it's a lovely place and you've got a fish tank.
0:17:07 > 0:17:11- My fish tank, yeah, nice and relaxing.- Yeah. I could chill out in here,
0:17:11 > 0:17:14Claire's had a good result in the end.
0:17:14 > 0:17:18It cost her, but the build is finished and she loves it.
0:17:18 > 0:17:21She even got it sorted in time for her mum's 70th birthday
0:17:21 > 0:17:23and they had a bit of a party.
0:17:25 > 0:17:29Despite all our attempts to contact the contractor who let
0:17:29 > 0:17:33Claire down so badly, we've still heard nothing from him.
0:17:33 > 0:17:34And neither has Claire,
0:17:34 > 0:17:38but she's passing on details of his actions to the official receiver.
0:17:48 > 0:17:52In London, a large plumbing firm is dealing with a customer whose
0:17:52 > 0:17:55call of nature has resulted in an inability to make
0:17:55 > 0:17:56calls of a different sort.
0:18:17 > 0:18:21Great-grandmother Polly, who lives just around the corner from
0:18:21 > 0:18:26the plumbing firm, has accidentally knocked her phone down the pan.
0:18:26 > 0:18:30She can see it, she can reach it, but it's wedged tight.
0:18:30 > 0:18:36I put my phone on top of the toilet cistern, went to get it
0:18:36 > 0:18:38and it dropped in the toilet.
0:18:38 > 0:18:41And it's stuck, I can't get it out.
0:18:41 > 0:18:45For Polly, the drowning mobile is a disaster.
0:18:45 > 0:18:48My brother in Jamaica, his phone number is on it.
0:18:48 > 0:18:52My family's phone number is on it.
0:18:52 > 0:18:55What's more, she's had the handset for a long time.
0:18:55 > 0:19:00It's one of the best phones. All these phones they got now is rubbish.
0:19:00 > 0:19:04It's one of he best phones. When it dropped, I saw it bounce.
0:19:06 > 0:19:09Polly has used the plumbing firm for other work
0:19:09 > 0:19:12and she's convinced they can help.
0:19:12 > 0:19:15Cos they've done a couple of things for me already,
0:19:15 > 0:19:18so I said - let me phone them and see what they can do.
0:19:18 > 0:19:21Coming to her rescue are Glenn Rutledge and apprentice
0:19:21 > 0:19:25Ashley Mullins, grandson of the plumbing firm's owner.
0:19:26 > 0:19:30It depends where the phone is.
0:19:30 > 0:19:34If the phone's close to us, then first of all, I'm going
0:19:34 > 0:19:38to get my apprentice Ashley to put his hand down there and see
0:19:38 > 0:19:39if he can get it out.
0:19:39 > 0:19:42Cos they're the types of things I had to do
0:19:42 > 0:19:46when I was an apprentice, so I don't see why he shouldn't!
0:19:49 > 0:19:51KNOCKS ON DOOR
0:19:51 > 0:19:53- Hello, plumbers.- Come in.- OK.
0:19:55 > 0:19:57- Hello. How are you?- Hello.
0:19:57 > 0:20:02- I've got this phone stuck in the toilet.- OK. We'll crack on.
0:20:02 > 0:20:07- Ashley's going to...get involved here.- You can fix that?- We can try.
0:20:07 > 0:20:10But even before getting stuck in,
0:20:10 > 0:20:13it's clear Ashley's made a bit of a splash with Polly.
0:20:13 > 0:20:18- And this beautiful young man. Would you marry my daughter?- Yeah.- Yeah?
0:20:18 > 0:20:23- Are you sure?- Definitely. - There we go! It's done!- Shake on it!
0:20:23 > 0:20:25- You're a beautiful young man. - Thank you.
0:20:25 > 0:20:29- Very beautiful. - His head's too big as it is.
0:20:29 > 0:20:31LAUGHTER
0:20:31 > 0:20:34Well, he looks the part, but has he got the stomach for the job?
0:20:34 > 0:20:38- Come on, pretty boy.- I'm about to put my hand down a toilet.
0:20:41 > 0:20:44It's a big phone.
0:20:44 > 0:20:49- Is it stuck?- I think there's tissue at the back of it...- Wedging it in.
0:20:49 > 0:20:51Yeah.
0:20:51 > 0:20:54It's like a brick!
0:20:54 > 0:20:58Ashley struggles to get a grip of the wedged-in mobile.
0:20:58 > 0:21:00If they can't free it,
0:21:00 > 0:21:03they'll have to disconnect the pipe work at the back of the toilet.
0:21:03 > 0:21:04I can feel it.
0:21:04 > 0:21:07Yeah, I can see the bottom of it.
0:21:07 > 0:21:11- It might be stuck in the U-bend. - Yeah.
0:21:11 > 0:21:14But a bit more jiggling about and he fishes it out.
0:21:14 > 0:21:17Have you got it? Oh, well done.
0:21:18 > 0:21:20Well done.
0:21:20 > 0:21:23But Ashley's flabbergasted by the phone.
0:21:23 > 0:21:27He's never seen one like it before. It might even be older than he is!
0:21:27 > 0:21:30It's even got like a little antennae.
0:21:30 > 0:21:32LAUGHTER
0:21:32 > 0:21:34It probably still works.
0:21:34 > 0:21:39Actually, I've never seen a phone like it. Not this thick anyway.
0:21:39 > 0:21:43Where do you put the charger in?
0:21:43 > 0:21:47- Does it run off battery? - It's wind up.
0:21:49 > 0:21:52Ain't even got a combo.
0:21:52 > 0:21:56No chance of taking a selfie on that, Ashley.
0:21:56 > 0:22:00Glenn rinses off the handset before delivering it to Polly, along
0:22:00 > 0:22:04with a useful bit of advice about how to try and get it working again.
0:22:04 > 0:22:08OK, there you go. Put a towel on top of a radiator.
0:22:08 > 0:22:12I would probably leave on there for a couple of days.
0:22:12 > 0:22:16- Or even put it in a bowl of rice. - A bowl of what?- A bowl of rice.
0:22:16 > 0:22:19- Dry rice. It will...- It absorbs. It sucks all the...- Yeah?
0:22:19 > 0:22:24- He's not just pretty. He's clever, as well.- He's a beautiful young man.
0:22:24 > 0:22:27- Beautiful.- Well, we're going to go and write an invoice out for you.
0:22:27 > 0:22:30- You're going to come back? - Yeah, come back with the invoice.
0:22:30 > 0:22:34- You'd prefer he comes back to me, wouldn't you?- Why?- Cos you like him.
0:22:34 > 0:22:39- He's a pretty boy!- No, that's my daughter. I'll have you for myself!
0:22:39 > 0:22:43LAUGHTER
0:22:46 > 0:22:49- Take care of yourself anyway. - All right. I've got to put this...
0:22:49 > 0:22:54- Bowl of rice.- A bowl of rice. - All right. All right, my baby.
0:22:54 > 0:22:57- You're a handsome man.- Thank you. - You take care of yourself.
0:22:57 > 0:22:58See you later.
0:22:58 > 0:23:00That's one happy customer,
0:23:00 > 0:23:04but the lads wish they could have done more for Polly.
0:23:04 > 0:23:08We've got the phone out. I wish we could make the phone work.
0:23:08 > 0:23:10We're not magicians, you know?
0:23:10 > 0:23:13Ashley's surprised it ever worked in the first place!
0:23:20 > 0:23:21In South West London,
0:23:21 > 0:23:26pest controller Paul is still searching for clues to identify the
0:23:26 > 0:23:30noisy nightly visitors to the home of mum Maggie and daughter Kate.
0:23:30 > 0:23:34He's squeezed into the loft space to investigate.
0:23:34 > 0:23:38There are some rat droppings, quite fresh ones,
0:23:38 > 0:23:40right over the other side.
0:23:40 > 0:23:44Right. So, what we're going to do now is lay some traps and some poison.
0:23:44 > 0:23:47And we'll go from there.
0:23:47 > 0:23:51It's definitely rats, but it's not surprising.
0:23:51 > 0:23:55Experts estimate there are 60 million rats in the UK
0:23:55 > 0:23:59and London has more than anywhere else.
0:23:59 > 0:24:00Maggie is not happy,
0:24:00 > 0:24:04now she knows what sort of rodent has taken up residence.
0:24:04 > 0:24:09- It does appear like there is a nest in the loft...- A rat's nest.- Yeah.
0:24:09 > 0:24:12- Oh, God! That's disgusting! - In the lagging.
0:24:12 > 0:24:15Obviously, the lagging's nice and warm for them
0:24:15 > 0:24:17and you can see the holes where they've gone through it.
0:24:17 > 0:24:21- So we'll put some...- How do they get in there? How have they arrived?
0:24:21 > 0:24:24On the outside of your property, you've got a very lovely bush
0:24:24 > 0:24:26and it goes all the way up and they've climbed up there
0:24:26 > 0:24:29and then there are holes in the brickwork where obviously cement and
0:24:29 > 0:24:31everything like that's fallen out
0:24:31 > 0:24:35and then there's where your fascia boards and your brickwork meet,
0:24:35 > 0:24:39there was gaps, so they've climbed in through there.
0:24:39 > 0:24:43Evicting the unwelcome guests in her loft isn't possible,
0:24:43 > 0:24:47so Paul will have to dispatch them in a more direct manner.
0:24:47 > 0:24:50Right. So these are the break back traps.
0:24:50 > 0:24:53And they're called break backs because that's what they do.
0:24:53 > 0:24:58Obviously, you put some bait on the circular centre bit
0:24:58 > 0:25:02and that's...an instantaneous kill. No suffering involved.
0:25:02 > 0:25:06We've also got some poison and we'll put maybe five,
0:25:06 > 0:25:09maybe eight trays out with some of these as well
0:25:09 > 0:25:12and then obviously, we'll come back and check them.
0:25:12 > 0:25:17Paul needs to bait the traps, but he's not using cheese.
0:25:17 > 0:25:20We're going to put a bit of peanut butter in there.
0:25:20 > 0:25:24Peanut butter is a favourite treat for rats.
0:25:24 > 0:25:27But those who succumb don't live to tell the tale.
0:25:28 > 0:25:32That's that. I'll just put a key in and I'll show you.
0:25:32 > 0:25:35It's very, very effective.
0:25:35 > 0:25:37Paul thinks he knows how the scurrying critters
0:25:37 > 0:25:40are moving around the house.
0:25:40 > 0:25:45We find this a lot on properties where builders haven't sealed
0:25:45 > 0:25:50holes up, so then that allows the rodents to get in
0:25:50 > 0:25:53and then they've got the run of the whole of this property
0:25:53 > 0:25:56and then access into the floorboard below.
0:25:56 > 0:26:00He places the traps around the loft space...
0:26:00 > 0:26:02Put one trap along here...
0:26:02 > 0:26:04..followed by the poison trays.
0:26:06 > 0:26:09Put one this side, we'll put another one over that side.
0:26:09 > 0:26:12And then move back a little bit further
0:26:12 > 0:26:15and maybe put one over there.
0:26:15 > 0:26:19And he thinks he's found the entry point, too.
0:26:19 > 0:26:24There are two quite large holes in what looks to be like an old chimney.
0:26:24 > 0:26:27Obviously, you've got the big bush that
0:26:27 > 0:26:29runs along the front of the property.
0:26:29 > 0:26:31That's what's happening.
0:26:31 > 0:26:35Paul's pretty certain the traps and poison will do the trick,
0:26:35 > 0:26:38and it's just as well.
0:26:38 > 0:26:43One female rat and her offspring in a year will produce 2,000 rats.
0:26:43 > 0:26:46And before you know it, you are overrun.
0:26:46 > 0:26:50But prevention is better than cure. Rats need shelter, water and food.
0:26:50 > 0:26:53So, make sure you deny them all three.
0:26:53 > 0:26:58Don't leave waste or pet food around. Keep food in containers.
0:26:58 > 0:27:02And gardens free of debris, so they have fewer places to hide.
0:27:02 > 0:27:06Paul will be back in a week or so to see the results of today's work.
0:27:06 > 0:27:10If you start noticing any smells, any flies,
0:27:10 > 0:27:13between now and when we come back, ring us, all right,
0:27:13 > 0:27:17and we'll come back up and we'll start looking around for bodies.
0:27:17 > 0:27:21- All right?- All right, lovely.- See you later. Cheers. Bye.- Take care.
0:27:21 > 0:27:22- Bye.- Bye.
0:27:22 > 0:27:24Mum and daughter are grateful to Paul
0:27:24 > 0:27:28and looking forward to having the house to themselves again.
0:27:28 > 0:27:32I want to be able to sleep in my own room.
0:27:32 > 0:27:33He was really nice.
0:27:39 > 0:27:42Any one of us could be in a situation such as we have
0:27:42 > 0:27:45seen today, whether it be an emergency in our own home or falling
0:27:45 > 0:27:47foul of rogue workmanship.
0:27:47 > 0:27:49So, take note of my top tips and hopefully,
0:27:49 > 0:27:51it will be home sweet home.
0:27:53 > 0:27:56When the pest control firm returned to Maggie and Kate's,
0:27:56 > 0:27:58there were no rats in the traps,
0:27:58 > 0:28:02but the late night noises in the skirting have stopped.
0:28:02 > 0:28:05Polly's phone didn't recover from its dunking,
0:28:05 > 0:28:10but she did track down her brother's number from other family members.
0:28:10 > 0:28:14And Claire's enjoying relaxing in Flo's Bar.
0:28:14 > 0:28:17But her builder never returned our calls.