0:00:02 > 0:00:04When a crisis strikes your home...
0:00:04 > 0:00:05How can I help?
0:00:05 > 0:00:07I've got a bit of an emergency.
0:00:07 > 0:00:08..or you want major work done...
0:00:08 > 0:00:10Who do you trust?
0:00:10 > 0:00:12I feel so stupid.
0:00:12 > 0:00:14..you need one of the good guys.
0:00:14 > 0:00:16But you don't always get them.
0:00:16 > 0:00:18Oh, my goodness.
0:00:18 > 0:00:20You don't ever think it's going to happen to you.
0:00:20 > 0:00:22We'll hear the stories of devastation and despair
0:00:22 > 0:00:25left behind when building work doesn't go to plan.
0:00:25 > 0:00:28I don't even 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, and we'll follow
0:00:38 > 0:00:42the response teams who are there for you 24 hours a day...
0:00:42 > 0:00:43It's a nightmare, isn't it?
0:00:43 > 0:00:46You just have to make sure you don't fall though the ceiling.
0:00:46 > 0:00:49- ..seven days a week. - I think I'll 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.
0:01:05 > 0:01:07Coming up...
0:01:07 > 0:01:09Fitting a new ceiling becomes problematic,
0:01:09 > 0:01:11when builders hit hidden pipe-work.
0:01:11 > 0:01:14But plumber Farrell, rides to the rescue.
0:01:14 > 0:01:17Bit of a strange position, the pipe.
0:01:17 > 0:01:19It should never be run underneath the joist.
0:01:20 > 0:01:23Lost car keys mean this builder's late for work.
0:01:25 > 0:01:28Chances are, one of the kids has had it and moved it.
0:01:28 > 0:01:31But Kris's secret gadget saves the day.
0:01:31 > 0:01:33For security purposes, I can't show you the tool
0:01:33 > 0:01:35that we're going to use.
0:01:35 > 0:01:39And it should have been Jack and Zena's retirement dream home,
0:01:39 > 0:01:41but incompetent management
0:01:41 > 0:01:43and bodged building work
0:01:43 > 0:01:46meant Jack didn't live long enough to enjoy it.
0:01:46 > 0:01:49Just a week or two later, he was back in hospital again,
0:01:49 > 0:01:52and he never came out after that.
0:01:59 > 0:02:02It's quite common for people to underestimate
0:02:02 > 0:02:04the cost of a renovation project,
0:02:04 > 0:02:08and not just in cash terms as it can be very stressful too.
0:02:08 > 0:02:11But before you start, you need to consider
0:02:11 > 0:02:14if the property is work renovating.
0:02:14 > 0:02:17There's a trend now to demolish and rebuild instead.
0:02:17 > 0:02:21It may seem daunting, but it can be cheaper.
0:02:21 > 0:02:23But before you make a decision either way,
0:02:23 > 0:02:25get good knowledgeable advice.
0:02:25 > 0:02:28I'm on my way to Bushey in Hertfordshire to meet someone
0:02:28 > 0:02:30who wishes she had.
0:02:32 > 0:02:36Zena Sterner and husband Jack got together in their later years
0:02:36 > 0:02:39after they both lost their long-term partners.
0:02:39 > 0:02:41Zena was planning to go on a cruise,
0:02:41 > 0:02:45but when her travelling companion fell ill, Jack stepped in.
0:02:45 > 0:02:48He rang me up one breakfast time and I said,
0:02:48 > 0:02:51"Oh, Jack, I don't suppose you'd fancy going on a cruise?"
0:02:51 > 0:02:52And he said yes,
0:02:52 > 0:02:58so, that's really how we got together, we went on a cruise.
0:02:58 > 0:03:02Two years ago, with Zena in her 70s and Jack in his 90s, they decided
0:03:02 > 0:03:07to move from their top floor London flat to a bungalow in the suburbs.
0:03:07 > 0:03:11He wanted something on one level that was going to be convenient.
0:03:11 > 0:03:15They found what they were looking for in Bushey, Hertfordshire.
0:03:15 > 0:03:18But the property needed complete renovation.
0:03:18 > 0:03:23Eventually, we found this little bungalow, and it was little.
0:03:23 > 0:03:28The couple decided to buy it for around £400,000 and do major work.
0:03:28 > 0:03:31They employed a friend who had worked for them before.
0:03:31 > 0:03:35He had fitted out the new kitchen in their previous property.
0:03:35 > 0:03:39He had said, "Oh, no, no, we can do this, that and the other"
0:03:39 > 0:03:43and as far as we were concerned he was the right man to do it for us.
0:03:43 > 0:03:48He knew what I wanted, he'd seen the flat often enough,
0:03:48 > 0:03:54so he knew how we liked it, and that's how we started with him.
0:03:54 > 0:03:57I see this time and time again.
0:03:57 > 0:04:00You really must only employ tradesmen with a track record
0:04:00 > 0:04:03doing the actual job that you want done.
0:04:05 > 0:04:10Unfortunately, Zena didn't, and as a result, she said she's been badly
0:04:10 > 0:04:14let down and is nearly £150,000 out of pocket,
0:04:14 > 0:04:17and she's lost Jack -
0:04:17 > 0:04:20his death hastened, she feels, by the stress of what happened.
0:04:22 > 0:04:28Jack was, by that time, fully on oxygen and he deteriorated,
0:04:28 > 0:04:32he became more unwell and more unwell.
0:04:32 > 0:04:35Just a week or two later, he was back in hospital again.
0:04:35 > 0:04:38And he never came out after that.
0:04:38 > 0:04:41The work on the bungalow involved three extensions,
0:04:41 > 0:04:44new plumbing and heating, a new kitchen,
0:04:44 > 0:04:47double glazing and complete redecoration.
0:04:47 > 0:04:49Their friend said he would manage it
0:04:49 > 0:04:52and quoted the couple £214,000.
0:04:52 > 0:04:55He hired a subcontractor, who brought in a team of builders.
0:04:57 > 0:05:00He took it on because he wanted to branch out a bit,
0:05:00 > 0:05:03but he wasn't a businessman.
0:05:03 > 0:05:07All he was, was... He was good at doing what he did.
0:05:07 > 0:05:10Bathrooms and kitchens.
0:05:10 > 0:05:16Over a three month period, Zena and Jack paid out £155,000
0:05:16 > 0:05:20but they didn't get their money's worth.
0:05:20 > 0:05:25The place wasn't even built, it was in such a mess.
0:05:25 > 0:05:29It wasn't moving, he was having a lot of trouble with his builder,
0:05:29 > 0:05:34and the builder was having trouble with his men working
0:05:34 > 0:05:35and it just wasn't moving.
0:05:35 > 0:05:39Eventually, Zena pulled the plug on the project
0:05:39 > 0:05:41and ordered the workers off the property.
0:05:41 > 0:05:44All that had been done was some groundwork
0:05:44 > 0:05:46and the walls of a rear extension.
0:05:48 > 0:05:52Three quarters of the house was underwater
0:05:52 > 0:05:54and the site was an absolute mess.
0:05:56 > 0:05:58He wanted more money.
0:05:58 > 0:06:00Why did he want more money?
0:06:00 > 0:06:02Because he had to pay the builder.
0:06:02 > 0:06:03We gave him more money
0:06:03 > 0:06:06and eventually we could see that nothing was being produced
0:06:06 > 0:06:09as a result of more money,
0:06:09 > 0:06:11and that was the end of that,
0:06:11 > 0:06:14we weren't prepared to deal with him at all after that.
0:06:14 > 0:06:18They hired a new building firm, which had done work for Zena's son,
0:06:18 > 0:06:22but the couple had to come up with more money.
0:06:22 > 0:06:24I've come to meet Zena and see her bungalow.
0:06:26 > 0:06:30I'm relieved to see it's now an immaculate and cosy home.
0:06:30 > 0:06:32- Hello, Zena!- Tommy, I presume?
0:06:32 > 0:06:33- Yes.- How do you do?
0:06:33 > 0:06:37I'm keen to understand what Zena and Jack wanted
0:06:37 > 0:06:39when they began their ill-fated project.
0:06:39 > 0:06:42Were you clear in your mind what you wanted?
0:06:42 > 0:06:45You must understand that it was a small bungalow,
0:06:45 > 0:06:50and we knew that we were going to extend it heavily.
0:06:50 > 0:06:54The fella that we used, he had worked for us for six years
0:06:54 > 0:06:57on and off in our previous flat,
0:06:57 > 0:06:59and we came to rely on him.
0:06:59 > 0:07:03We started off with quite a reasonable sum of money,
0:07:03 > 0:07:07and the end product was an enormous amount of money.
0:07:07 > 0:07:12OK, did you have a comparison price from anyone else?
0:07:12 > 0:07:14No, because we trusted this man.
0:07:14 > 0:07:18The price that we got for our flat was going to be sufficient to
0:07:18 > 0:07:21provide for this particular property,
0:07:21 > 0:07:24the making good of this property,
0:07:24 > 0:07:27and to provide for our retirement income.
0:07:27 > 0:07:31To get a fair price, you must get a range of quotes,
0:07:31 > 0:07:34and even if you are employing friends or family,
0:07:34 > 0:07:36still do the basic checks.
0:07:36 > 0:07:40You need to know they're qualified and solvent.
0:07:40 > 0:07:44For Zena, things started to go wrong almost from the beginning
0:07:44 > 0:07:48after unforeseen pipework was found during the ground works.
0:07:48 > 0:07:53The costs incurred by finding this problem were,
0:07:53 > 0:07:57I should imagine, additional to the arranged £155,000.
0:07:57 > 0:08:02It was never discussed. As he needed the money, we transferred the money.
0:08:02 > 0:08:07Do you think that this job was too big for your contractor or...
0:08:07 > 0:08:10Oh, definitely. He subcontracted to a builder.
0:08:10 > 0:08:14When did the communication, the breakdown between you
0:08:14 > 0:08:17and the contr...or the manager occur?
0:08:17 > 0:08:21- Basically, they had never really got past all the...- Groundwork stage?
0:08:21 > 0:08:22The groundwork.
0:08:22 > 0:08:24It wasn't being organised properly,
0:08:24 > 0:08:28he was having arguments with the subcontracted builder,
0:08:28 > 0:08:32the subcontracted builder complained that he wasn't being paid
0:08:32 > 0:08:35and his men weren't being paid...
0:08:35 > 0:08:37Zena and Jack were trapped in the middle of
0:08:37 > 0:08:40an out-of-control building nightmare,
0:08:40 > 0:08:44haemorrhaging money, and with no idea of what to do.
0:08:44 > 0:08:46But luckily, one of her sons stepped in.
0:08:46 > 0:08:49He was having building work done at his own home
0:08:49 > 0:08:52and sent his builder round to the bungalow.
0:08:52 > 0:08:58He just took over, and he kept to, basically, for the job, £200,000.
0:08:58 > 0:09:01Oh, this is becoming very expensive.
0:09:01 > 0:09:03This is becoming a nightmare.
0:09:03 > 0:09:07So, we've got £150,000 which you paid,
0:09:07 > 0:09:09and then we've got the remedial builders
0:09:09 > 0:09:13who came in and fixed everything, and you paid them £200,000.
0:09:13 > 0:09:15At the end of the day.
0:09:15 > 0:09:19- That's a £350,000 total?- Yeah.
0:09:19 > 0:09:22I could build at least four brand-new bungalows
0:09:22 > 0:09:24- the size of this for that money. - It would have been better
0:09:24 > 0:09:26- if we knocked it down and started again.- Yes.
0:09:26 > 0:09:30And that's exactly what they should have done.
0:09:30 > 0:09:33If Zena and Jack had rebuilt from scratch,
0:09:33 > 0:09:35they would have saved a lot of money.
0:09:35 > 0:09:38Flattening the old bungalow would have only taken
0:09:38 > 0:09:40up 3-4% of the total budget.
0:09:40 > 0:09:44And new builds don't attract VAT, so for every £100,000,
0:09:44 > 0:09:47they would have saved £20,000.
0:09:47 > 0:09:48It's a big saving.
0:09:51 > 0:09:52On top of that,
0:09:52 > 0:09:55renovating is often more expensive than building from new
0:09:55 > 0:09:57because there's so much to put right
0:09:57 > 0:09:59before you even start on your dream interior,
0:09:59 > 0:10:03but remember, even if you're building on the same footprint,
0:10:03 > 0:10:06you'll still need planning permission.
0:10:06 > 0:10:08Thanks to the new builders,
0:10:08 > 0:10:11Zena and Jack eventually got their dream home.
0:10:11 > 0:10:14And it is lovely.
0:10:14 > 0:10:17Oh, this is beautiful. This is... I like this type of kitchen.
0:10:17 > 0:10:19It's very practical.
0:10:19 > 0:10:21It's contemporary and has underfloor heating I believe.
0:10:21 > 0:10:23- Yes, yes. - Yes, that's lovely.
0:10:23 > 0:10:28But Jack only lived here for four months before passing away aged 92.
0:10:30 > 0:10:31I really feel for Zena.
0:10:31 > 0:10:34She's had two years of worry and stress.
0:10:34 > 0:10:37Her dreams of a happy retirement with Jack are shattered
0:10:37 > 0:10:39and her nest egg is all gone.
0:10:39 > 0:10:43I want to understand how this happened. But getting to grips
0:10:43 > 0:10:45with this story isn't easy.
0:10:47 > 0:10:51Later, I'm going to talk to the guy who came to put it right.
0:10:51 > 0:10:52We both stood there in disbelief.
0:10:52 > 0:10:54You couldn't go through the front door,
0:10:54 > 0:10:57there was that much rubble and debris in the front garden.
0:10:57 > 0:10:59Good grief!
0:11:07 > 0:11:09Insurance claims for water damage in UK homes
0:11:09 > 0:11:12are more than £730 million per year.
0:11:13 > 0:11:16Much of it caused by the weight of leaking water
0:11:16 > 0:11:19bringing down ceilings.
0:11:19 > 0:11:20In Chislehurst, Kent,
0:11:20 > 0:11:23plumber Farrell has been called to an emergency job at a home
0:11:23 > 0:11:26where builders have been fitting a new kitchen ceiling.
0:11:26 > 0:11:29Unfortunately, they've accidentally put a screw
0:11:29 > 0:11:32through a mains water pipe located above it,
0:11:32 > 0:11:36which means a brand-new kitchen is in danger of flooding.
0:11:36 > 0:11:39They've screwed straight through it, so we're on our way now, quickly,
0:11:39 > 0:11:41to go and fix the problem so they can
0:11:41 > 0:11:43get the ceiling boarded and plastered.
0:11:43 > 0:11:46The builders don't have a plumber on site,
0:11:46 > 0:11:49so they need Farrell to get there pretty quickly.
0:11:49 > 0:11:53There's been water going everywhere so we've got to go round there,
0:11:53 > 0:11:54dry it up and fix the problem.
0:11:54 > 0:11:58By the time he arrives, the workmen have found the stopcock
0:11:58 > 0:12:02and turned off the water, averting a major flood.
0:12:02 > 0:12:06It always pays to know exactly where your stopcock is.
0:12:06 > 0:12:10The workmen also managed to contact home-owner Elaine.
0:12:10 > 0:12:12She was on her way to the hairdressers,
0:12:12 > 0:12:15but has rushed back to see what's happened.
0:12:15 > 0:12:18Yeah, just come through, I think it's in the kitchen, they said.
0:12:22 > 0:12:24OK.
0:12:24 > 0:12:26Here seems to be the problem.
0:12:26 > 0:12:30Basically, it looks like the pipe's been covered by the old ceiling.
0:12:30 > 0:12:31Oh, God, it doesn't surprise me.
0:12:31 > 0:12:33What they've done, when they've re-boarded it,
0:12:33 > 0:12:35they've obviously put a screw through the pipe.
0:12:35 > 0:12:40Everything we do in this house, there's always something underlying that causes a bit of a problem.
0:12:40 > 0:12:42Well, luckily enough, they found the stopcock in time.
0:12:42 > 0:12:45Yeah, we would have been totally flooded out, wouldn't we?
0:12:45 > 0:12:47- OK, I'll get on. - OK, thanks very much then.
0:12:47 > 0:12:49Bye. See you later.
0:12:49 > 0:12:53Ironically, Elaine and husband Ian were having a new ceiling fitted
0:12:53 > 0:12:55because of an earlier flood.
0:12:55 > 0:12:58I've had a new bathroom suite in, and before the new bathroom suite
0:12:58 > 0:13:02got put in, we had a lot of water flooding through to the kitchen.
0:13:02 > 0:13:04It happened on about three occasions,
0:13:04 > 0:13:06and we got someone round and they advised us
0:13:06 > 0:13:09to have the ceiling re-boarded, so that's what we're doing.
0:13:09 > 0:13:13So, we're having a lot of plastering work and renovation work done.
0:13:13 > 0:13:16Farrell examines the hole in the ceiling and can see
0:13:16 > 0:13:19the damaged pipe immediately.
0:13:19 > 0:13:22Bit of a strange position, the pipe.
0:13:22 > 0:13:25It should never be run underneath the joist,
0:13:25 > 0:13:28so it's quite unusual for this to happen.
0:13:28 > 0:13:31But when pipes...and people put them in the wrong place,
0:13:31 > 0:13:34these things do happen.
0:13:34 > 0:13:36Don't they just?
0:13:36 > 0:13:40He removes the old pipe and cuts away some of the plasterboard
0:13:40 > 0:13:42to make room for the work.
0:13:42 > 0:13:44Sometimes it can turn into a small leak
0:13:44 > 0:13:48and they wouldn't have noticed it until maybe a few weeks' time,
0:13:48 > 0:13:51so it's a good job that we're doing it now.
0:13:51 > 0:13:54He needs to repair the section of pipe
0:13:54 > 0:13:56where the screw's gone through.
0:13:56 > 0:13:59If you accidentally put a screw or a nail through a water-pipe,
0:13:59 > 0:14:02don't pull it out straight away, you could make a bigger hole.
0:14:02 > 0:14:07Turn the water off and drain the system, then remove the nail.
0:14:07 > 0:14:11Damp expert Joe, who was in charge of the team working on the ceiling,
0:14:11 > 0:14:13is the man who called in Farrell.
0:14:14 > 0:14:19We couldn't tell what was underneath, and you wouldn't presume
0:14:19 > 0:14:22that a plumber in the past would have laid the pipes
0:14:22 > 0:14:26on top of the ceiling, right along the ceiling edge.
0:14:26 > 0:14:28Which, accidentally, we drilled into.
0:14:28 > 0:14:30Straight away, we called the plumbers out.
0:14:30 > 0:14:33Just to make sure the job is secure,
0:14:33 > 0:14:36we isolated the water ourselves as quick as we could.
0:14:36 > 0:14:39Joe's had experience of this sort of thing before.
0:14:40 > 0:14:43You have to be on your wits' end, you know, looking around for
0:14:43 > 0:14:45these problems, but you can just never tell
0:14:45 > 0:14:48which is why I always keep a good plumber in the telephone,
0:14:48 > 0:14:51so that I can deal with these when they do arise.
0:14:51 > 0:14:55In older houses, sometimes it's not obvious where the water pipes are
0:14:55 > 0:15:00and they're not always easy to trace, but as a rule,
0:15:00 > 0:15:03water pipes are usually run just below the flooring,
0:15:03 > 0:15:06so that's where you should start looking
0:15:06 > 0:15:08before carrying out any major work.
0:15:08 > 0:15:10Sometimes the only way to find pipes
0:15:10 > 0:15:14and cabling, is to carefully lift the floorboards and look.
0:15:14 > 0:15:17But if in any doubt, get the professionals in.
0:15:20 > 0:15:23Farrell is just about to fit the new piece of pipe.
0:15:23 > 0:15:26This is the flux we use, so when we run the solder to make
0:15:26 > 0:15:30the joint, it helps the solder run into the joint and makes the seal.
0:15:37 > 0:15:39Basically, this just heats the pipe up
0:15:39 > 0:15:42to allow the solder to run into the joint.
0:15:51 > 0:15:53The damaged pipe is below the joist.
0:15:53 > 0:15:55It should have been above.
0:15:55 > 0:15:57With the plastic pipe, we'd have been too far up
0:15:57 > 0:15:59for the screws to reach,
0:15:59 > 0:16:01and it would have been a better alternative to this.
0:16:01 > 0:16:05Farrell would love to replace the whole run with plastic pipe
0:16:05 > 0:16:06in the correct position,
0:16:06 > 0:16:11but that would be a massive job, so for today, it's crisis averted.
0:16:11 > 0:16:14Now that the pipe work has been fixed, all we've got to do is
0:16:14 > 0:16:18turn the water back on, then come back and have a look
0:16:18 > 0:16:21and it should be fine to be reused.
0:16:21 > 0:16:23Accidents like this aren't uncommon
0:16:23 > 0:16:25particularly in old houses.
0:16:25 > 0:16:27If you're getting pipes and cabling fitted,
0:16:27 > 0:16:31while they are uncovered during work, it's always a good idea
0:16:31 > 0:16:34to make a note of where they are for future reference.
0:16:34 > 0:16:36Now we know where that pipe is,
0:16:36 > 0:16:39we can map it out and it can be put on a drawing.
0:16:39 > 0:16:40With the new pipe in place,
0:16:40 > 0:16:45Farrell now needs to turn the water back on and check for leaks.
0:16:45 > 0:16:47It's the moment of truth.
0:16:47 > 0:16:48There's no sign of leak upstairs
0:16:48 > 0:16:51but we'll just check the taps, make sure the water's running OK...
0:16:53 > 0:16:56..which it is, and the job's all done.
0:16:56 > 0:16:59The quick-thinking work force who turned off the water,
0:16:59 > 0:17:01and Joe's urgent call to Farrell
0:17:01 > 0:17:03have averted a disaster,
0:17:03 > 0:17:04and Elaine is very grateful.
0:17:04 > 0:17:08Everything we try and do in this house, it has been a case of -
0:17:08 > 0:17:10if you try and do something, something else needs doing,
0:17:10 > 0:17:12so I would rather it was discovered now, and sorted out,
0:17:12 > 0:17:14cos we might not have known it
0:17:14 > 0:17:17until such times as we did something else, and it might
0:17:17 > 0:17:18have been a major catastrophe.
0:17:20 > 0:17:22Right, OK, then. Thank you very much.
0:17:22 > 0:17:24I really appreciate you coming round at such short notice.
0:17:24 > 0:17:27I've got your business card. What about the water?
0:17:27 > 0:17:30- Water's all on now.- Phew!- So you won't have no more problems with it.
0:17:30 > 0:17:32And they can get on with finishing your plastering today.
0:17:32 > 0:17:35Right, if I get any problems, I'll give you a call.
0:17:35 > 0:17:36- Thank you very much for your help.- Thank you.
0:17:36 > 0:17:38- See you later. Bye.- Bye.
0:17:47 > 0:17:49Elderly couple Zena and Jack
0:17:49 > 0:17:52were persuaded by a friend that he should
0:17:52 > 0:17:54manage their massive building project,
0:17:54 > 0:17:57renovating and extending a bungalow for their retirement.
0:17:57 > 0:18:02As far as we were concerned, he was the right man to do it for us,
0:18:02 > 0:18:03he knew what I wanted.
0:18:03 > 0:18:05But it all went horribly wrong
0:18:05 > 0:18:09and Jack didn't live to enjoy their new home.
0:18:09 > 0:18:11- All right, mate? Lance, isn't it? - That's it. Come on in.
0:18:11 > 0:18:14I've come to see the man who stepped in and put it right,
0:18:14 > 0:18:16builder Lance Stock.
0:18:16 > 0:18:19- Is this the drawings for Zena's job? - This is Zena's job, yeah.
0:18:19 > 0:18:24And this was done by friends of the builder that was on-site.
0:18:24 > 0:18:27This is an old garage here, and this is where the proposed
0:18:27 > 0:18:32extension was, this new line here, here, down this side here.
0:18:32 > 0:18:34Right at the beginning, she got the wrong advice.
0:18:34 > 0:18:38You know, maybe it should have been quantity surveyed a bit better.
0:18:38 > 0:18:40The garage in particular is a grey area for Zena because
0:18:40 > 0:18:43that should have had a test hole dug to prove that it
0:18:43 > 0:18:45needed foundations doing to it.
0:18:45 > 0:18:47It would have been a lot more cost effective to
0:18:47 > 0:18:49knock that down and start again.
0:18:49 > 0:18:51I think he just took on more than he could chew.
0:18:51 > 0:18:53Yeah, he definitely did.
0:18:53 > 0:18:56I mean, groundwork, you know yourself when you're doing
0:18:56 > 0:18:58groundwork, you've got to have the right guys in the ground.
0:18:58 > 0:19:00You can't be a basic plumber
0:19:00 > 0:19:03and be handling five-foot-deep manholes that have got to be moved.
0:19:03 > 0:19:04No, you can't!
0:19:04 > 0:19:07I couldn't have put it better myself.
0:19:07 > 0:19:09And that's why it's so important to
0:19:09 > 0:19:11make sure you have the right people for the job.
0:19:13 > 0:19:16The work that was done there wasn't very good anyway.
0:19:16 > 0:19:18That's what I want to talk to you about next.
0:19:18 > 0:19:20You were called in because you were highly recommended,
0:19:20 > 0:19:23you'd worked for her son previously.
0:19:23 > 0:19:27He asked me to go over and have a look at it and give him some advice.
0:19:27 > 0:19:30I went over, we both stood in disbelief.
0:19:30 > 0:19:32You couldn't go through the front door,
0:19:32 > 0:19:35there was that much rubble and debris in the front garden,
0:19:35 > 0:19:37- all the spoil was all mixed up. - Is this it?!
0:19:37 > 0:19:40- This is a photo we took in the front garden.- Good grief!
0:19:40 > 0:19:43There was probably eight or nine skip-loads of rubbish
0:19:43 > 0:19:44in the front garden.
0:19:44 > 0:19:47Let's have a look at another picture.
0:19:47 > 0:19:49We opened the door went into the house
0:19:49 > 0:19:53and I was confronted with work that was just shoddy.
0:19:53 > 0:19:57When you look up into the ceilings, there was holes in the roof.
0:19:57 > 0:20:00You needed a pair of wellington boots to walk through the house.
0:20:00 > 0:20:02And there was a payment schedule that they'd worked out that
0:20:02 > 0:20:05this was the payments they wanted and a lot of the payments
0:20:05 > 0:20:08had been made but they hadn't even got to that stage.
0:20:08 > 0:20:10Zena and Jack in good faith, paid them.
0:20:10 > 0:20:12In your professional opinion,
0:20:12 > 0:20:17when you came and saw the job for the first time,
0:20:17 > 0:20:21would you be able to put a ball park figure on the value of the work
0:20:21 > 0:20:23that had already been done before you got there?
0:20:23 > 0:20:26I would have said there was no more than £20,000-30,000 worth of work
0:20:26 > 0:20:28done in that property.
0:20:28 > 0:20:31There was no electrics, no plumbing, there was no roofing done,
0:20:31 > 0:20:32there was no...
0:20:32 > 0:20:35Very little main structural work done by the looks of it.
0:20:35 > 0:20:39The house had been stripped, there was no cables, no plumbing in there.
0:20:39 > 0:20:41There was no lighting, there were loose power leads,
0:20:41 > 0:20:43there's no electric mains moved.
0:20:43 > 0:20:46The gas main had been disconnected and left unsafe.
0:20:46 > 0:20:48The electric bulb was hanging off the wall,
0:20:48 > 0:20:51there was no fuse board, there was just, basically, a wire with a
0:20:51 > 0:20:54plug socket on the end of it for power and that was it.
0:20:54 > 0:20:58There was absolutely nothing, There was a bare, rotten shell.
0:20:58 > 0:21:01You know, she's probably spent far more than she should have ever...
0:21:01 > 0:21:03She's 100% overspent.
0:21:03 > 0:21:07They were befriended by someone who didn't know...he was
0:21:07 > 0:21:11a handyman plumber, and he's taken on a major construction job.
0:21:11 > 0:21:14He got their trust and he got their confidence,
0:21:14 > 0:21:17and then of course that unfortunately ended up disastrous.
0:21:19 > 0:21:21I think we're in agreement.
0:21:21 > 0:21:23The whole project was a folly from the start.
0:21:25 > 0:21:29An architect, a project manager, and a builder were all involved
0:21:29 > 0:21:34and someone should have flagged it up on day one, but they didn't
0:21:34 > 0:21:37and Zena has now had to borrow money against her home,
0:21:37 > 0:21:38in order to stay in it.
0:21:39 > 0:21:43And she's lost Jack, who shouldn't have spent the last two years
0:21:43 > 0:21:47of his life stressed and worried about having a roof over his head.
0:21:49 > 0:21:52But after all the heartache, Zena is staying put.
0:21:53 > 0:21:57I made up my mind, no way am I selling this bungalow,
0:21:57 > 0:22:00because it caused blood, sweat and tears.
0:22:00 > 0:22:04- OK.- So, this is where I'll stay.
0:22:04 > 0:22:07It's a really sad story, but it could have been avoided.
0:22:09 > 0:22:11If you're planning a massive renovation,
0:22:11 > 0:22:13take professional advice first.
0:22:13 > 0:22:17It may be better to start from scratch with a new build.
0:22:17 > 0:22:19Make sure the builder, contractor,
0:22:19 > 0:22:22or project manager you hire is up to the job.
0:22:22 > 0:22:24Go visit other work they've done
0:22:24 > 0:22:27and speak to previous clients.
0:22:27 > 0:22:29Always get a comparison price
0:22:29 > 0:22:34and don't hand over money until each stage is officially signed off.
0:22:43 > 0:22:47Hands up if you've ever lost your car keys. It's a nightmare.
0:22:47 > 0:22:51Well, 16% of us lose them every year,
0:22:51 > 0:22:53and what's more, around 3 million UK drivers
0:22:53 > 0:22:55don't even have spare key.
0:22:55 > 0:22:59Which is a pity because getting a replacement programmed
0:22:59 > 0:23:02can knock you back £70+.
0:23:02 > 0:23:04In Oldham, building worker Jonny May
0:23:04 > 0:23:07is having the morning off work,
0:23:07 > 0:23:08but not through choice.
0:23:08 > 0:23:11He's lost the keys to his work's van.
0:23:11 > 0:23:15He's turned the house upside down and he still can't find them.
0:23:15 > 0:23:17It's just not Jonny's day.
0:23:19 > 0:23:23Woke up this morning, got ready to go to work.
0:23:23 > 0:23:26Couldn't find my key anywhere,
0:23:26 > 0:23:27still haven't found it...
0:23:27 > 0:23:33But for Jonny, losing his keys also means he's lost a morning's pay.
0:23:33 > 0:23:36..so, I had to ring the boss
0:23:36 > 0:23:38to get replacement keys.
0:23:38 > 0:23:42His boss has sent an emergency specialist to solve the problem,
0:23:42 > 0:23:47and luckily Jonny hasn't had to wait too long for him to turn up.
0:23:47 > 0:23:48Loss of a day's wage.
0:23:48 > 0:23:51The cost of whoever's going to come out and put it right,
0:23:51 > 0:23:53that'll come out my wage, so it's...
0:23:53 > 0:23:56And the inconvenience of the firm.
0:23:58 > 0:23:59Big problem, really.
0:23:59 > 0:24:03It's locksmith Kris who is riding to the rescue.
0:24:04 > 0:24:07He's an expert at breaking into vehicles,
0:24:07 > 0:24:08in the legal sense, of course.
0:24:11 > 0:24:13Kris from the key fitters, I'm here to do your van.
0:24:13 > 0:24:14Yeah, nice one, mate, yeah.
0:24:14 > 0:24:16You can stay in and I'll give you a shout when I've
0:24:16 > 0:24:19got to the bottom of it and sorted it. Yeah?
0:24:19 > 0:24:22- Right, no worries, mate. - All right, then.- Cheers, pal.
0:24:23 > 0:24:25Kris gets his tools.
0:24:28 > 0:24:31I'm going to pick the door lock to open it and put a key to it,
0:24:31 > 0:24:33but for security purposes, I can't show you
0:24:33 > 0:24:35the tool that we're going to use.
0:24:35 > 0:24:37He sets to work with a secret gadget,
0:24:37 > 0:24:41which not only opens the vehicle, but helps him to replicate the lock
0:24:41 > 0:24:43so he can make a brand-new key.
0:24:44 > 0:24:47That took me less than a minute to get that reading,
0:24:47 > 0:24:49to open the vehicle and now I'm going to cut the key.
0:24:49 > 0:24:52It does take a little bit longer on other vehicles,
0:24:52 > 0:24:55but on this particular vehicle, it is that quick to do.
0:24:55 > 0:24:58Kris's van comes fully equipped to do the job on site.
0:25:00 > 0:25:03One side. Next side.
0:25:03 > 0:25:06This is just the kind of guy you need in a crisis.
0:25:06 > 0:25:10That's the keys cut, I'm going to programme them in now.
0:25:10 > 0:25:12This involved making sure the chip in the key fob
0:25:12 > 0:25:16unlocks the immobiliser on that particular vehicle.
0:25:17 > 0:25:19First, Kris does a quick check
0:25:19 > 0:25:22to make sure the keys work in the truck's door lock.
0:25:22 > 0:25:24Lock. Unlock.
0:25:24 > 0:25:26Same with the other key.
0:25:26 > 0:25:28Lock. Unlock. And the vehicle opens.
0:25:30 > 0:25:33Then he plugs his special diagnostic screen into the van.
0:25:35 > 0:25:38Right, key in the ignition.
0:25:38 > 0:25:40Turns.
0:25:40 > 0:25:43As you can see, the red light is flashing in the dashboard,
0:25:43 > 0:25:46that means that the key is not programmed to the vehicle
0:25:46 > 0:25:49so we need to get that light to go out,
0:25:49 > 0:25:51in order to start the vehicle.
0:25:51 > 0:25:54I'm just going through the machine to find
0:25:54 > 0:25:57the relevant Ford Transit vehicle.
0:25:57 > 0:25:59There's a few different years so you've got to make sure
0:25:59 > 0:26:01that you go into the right one.
0:26:01 > 0:26:03He does the same with the second key.
0:26:05 > 0:26:08We now should be all done and ready to fire.
0:26:08 > 0:26:10Unplug the machine, check it's not in gear.
0:26:10 > 0:26:12Turn the key on.
0:26:12 > 0:26:15The red light on the dashboard now goes out,
0:26:15 > 0:26:16which means the key's programmed.
0:26:16 > 0:26:19ENGINE STARTS
0:26:19 > 0:26:22Job done.
0:26:22 > 0:26:26It's taken less than half an hour for Kris to solve Jonny's problem.
0:26:26 > 0:26:29He's lucky it wasn't a more complicated vehicle.
0:26:29 > 0:26:31A lot of other vehicles are a bit more complicated
0:26:31 > 0:26:33and might take a little bit longer,
0:26:33 > 0:26:36but on a Ford, it's generally the sort of time scale.
0:26:36 > 0:26:38While Kris has been working,
0:26:38 > 0:26:40Jonny has continued to search for the keys
0:26:40 > 0:26:42with no luck.
0:26:42 > 0:26:45Chances are one of the kids has had it, moved it,
0:26:45 > 0:26:47and hopefully it'll turn up eventually.
0:26:48 > 0:26:50Grown legs and walked as they do.
0:26:50 > 0:26:54It's a mystery, but at least Kris has solved Jonny's problem,
0:26:54 > 0:26:57lock, stock and barrel.
0:26:57 > 0:27:00- Hiya, pal, all done?- Yep, all done.
0:27:00 > 0:27:03- Right, nice one, mate.- Thank you very much. Right, it's all right.
0:27:03 > 0:27:06- So, there's two keys for you there. - Yep.- Both programmed in to start.
0:27:06 > 0:27:09- Have you had to take the barrel out or that or...- Don't have to do it.
0:27:09 > 0:27:13Same key as worked before, they're programmed into the vehicle.
0:27:13 > 0:27:16It's a cheaper way to do it rather than change all the locks.
0:27:16 > 0:27:19We would only change the locks if you requested.
0:27:19 > 0:27:21Right, thanks a lot, mate, lifesaver.
0:27:21 > 0:27:25Thank you very much, all right. See you later.
0:27:25 > 0:27:27Thanks to Kris and his special toolkit,
0:27:27 > 0:27:29Jonny can head off to work.
0:27:37 > 0:27:40Any one of us could be in a situation such as we've seen today,
0:27:40 > 0:27:43whether it be an emergency in our own home,
0:27:43 > 0:27:45or falling foul of rogue workmanship.
0:27:45 > 0:27:47Just take note of my top tips,
0:27:47 > 0:27:50and hopefully it'll be home, sweet home.
0:27:50 > 0:27:54Elaine's new ceiling was finished and it's watertight,
0:27:54 > 0:27:58and she's managed to rearrange her hair appointment.
0:27:58 > 0:28:01Jonny never did find his truck keys
0:28:01 > 0:28:04but he wasn't too late for work, and his boss forgave him.
0:28:05 > 0:28:08And we contacted Zena's project manager
0:28:08 > 0:28:11and asked him what had gone so wrong with the build,
0:28:11 > 0:28:13and what happened to all her money.
0:28:13 > 0:28:15He said...