Episode 14 Cowboys and Angels


Episode 14

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When a crisis strikes your home...

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How can I help?

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I've got a bit of an emergency.

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..or you want major work done...

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Who do you trust?

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I feel so stupid.

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..you need one of the good guys.

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But you don't always get them.

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Oh, my goodness.

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You don't ever think it's going to happen to you.

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We'll hear the stories of devastation and despair

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left behind when building work doesn't go to plan.

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I don't even want to look out here, I end up in tears.

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And we'll tell you how to avoid becoming a victim yourself.

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You have always got the safety net of the building inspector.

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But most tradesmen are there to help, and we'll follow

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the response teams who are there for you 24 hours a day...

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It's a nightmare, isn't it?

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You just have to make sure you don't fall though the ceiling.

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-..seven days a week.

-I think I'll have to pull this out.

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It would have probably burnt the house down while they slept.

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From plumbers to roofers, electricians to locksmiths,

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we meet the men and women who help you out in your hour of need.

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Coming up...

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Fitting a new ceiling becomes problematic,

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when builders hit hidden pipe-work.

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But plumber Farrell, rides to the rescue.

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Bit of a strange position, the pipe.

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It should never be run underneath the joist.

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Lost car keys mean this builder's late for work.

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Chances are, one of the kids has had it and moved it.

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But Kris's secret gadget saves the day.

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For security purposes, I can't show you the tool

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that we're going to use.

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And it should have been Jack and Zena's retirement dream home,

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but incompetent management

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and bodged building work

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meant Jack didn't live long enough to enjoy it.

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Just a week or two later, he was back in hospital again,

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and he never came out after that.

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It's quite common for people to underestimate

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the cost of a renovation project,

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and not just in cash terms as it can be very stressful too.

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But before you start, you need to consider

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if the property is work renovating.

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There's a trend now to demolish and rebuild instead.

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It may seem daunting, but it can be cheaper.

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But before you make a decision either way,

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get good knowledgeable advice.

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I'm on my way to Bushey in Hertfordshire to meet someone

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who wishes she had.

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Zena Sterner and husband Jack got together in their later years

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after they both lost their long-term partners.

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Zena was planning to go on a cruise,

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but when her travelling companion fell ill, Jack stepped in.

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He rang me up one breakfast time and I said,

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"Oh, Jack, I don't suppose you'd fancy going on a cruise?"

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And he said yes,

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so, that's really how we got together, we went on a cruise.

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Two years ago, with Zena in her 70s and Jack in his 90s, they decided

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to move from their top floor London flat to a bungalow in the suburbs.

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He wanted something on one level that was going to be convenient.

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They found what they were looking for in Bushey, Hertfordshire.

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But the property needed complete renovation.

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Eventually, we found this little bungalow, and it was little.

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The couple decided to buy it for around £400,000 and do major work.

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They employed a friend who had worked for them before.

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He had fitted out the new kitchen in their previous property.

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He had said, "Oh, no, no, we can do this, that and the other"

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and as far as we were concerned he was the right man to do it for us.

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He knew what I wanted, he'd seen the flat often enough,

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so he knew how we liked it, and that's how we started with him.

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I see this time and time again.

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You really must only employ tradesmen with a track record

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doing the actual job that you want done.

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Unfortunately, Zena didn't, and as a result, she said she's been badly

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let down and is nearly £150,000 out of pocket,

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and she's lost Jack -

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his death hastened, she feels, by the stress of what happened.

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Jack was, by that time, fully on oxygen and he deteriorated,

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he became more unwell and more unwell.

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Just a week or two later, he was back in hospital again.

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And he never came out after that.

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The work on the bungalow involved three extensions,

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new plumbing and heating, a new kitchen,

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double glazing and complete redecoration.

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Their friend said he would manage it

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and quoted the couple £214,000.

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He hired a subcontractor, who brought in a team of builders.

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He took it on because he wanted to branch out a bit,

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but he wasn't a businessman.

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All he was, was... He was good at doing what he did.

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Bathrooms and kitchens.

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Over a three month period, Zena and Jack paid out £155,000

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but they didn't get their money's worth.

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The place wasn't even built, it was in such a mess.

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It wasn't moving, he was having a lot of trouble with his builder,

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and the builder was having trouble with his men working

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and it just wasn't moving.

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Eventually, Zena pulled the plug on the project

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and ordered the workers off the property.

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All that had been done was some groundwork

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and the walls of a rear extension.

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Three quarters of the house was underwater

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and the site was an absolute mess.

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He wanted more money.

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Why did he want more money?

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Because he had to pay the builder.

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We gave him more money

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and eventually we could see that nothing was being produced

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as a result of more money,

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and that was the end of that,

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we weren't prepared to deal with him at all after that.

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They hired a new building firm, which had done work for Zena's son,

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but the couple had to come up with more money.

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I've come to meet Zena and see her bungalow.

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I'm relieved to see it's now an immaculate and cosy home.

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-Hello, Zena!

-Tommy, I presume?

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-Yes.

-How do you do?

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I'm keen to understand what Zena and Jack wanted

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when they began their ill-fated project.

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Were you clear in your mind what you wanted?

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You must understand that it was a small bungalow,

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and we knew that we were going to extend it heavily.

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The fella that we used, he had worked for us for six years

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on and off in our previous flat,

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and we came to rely on him.

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We started off with quite a reasonable sum of money,

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and the end product was an enormous amount of money.

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OK, did you have a comparison price from anyone else?

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No, because we trusted this man.

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The price that we got for our flat was going to be sufficient to

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provide for this particular property,

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the making good of this property,

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and to provide for our retirement income.

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To get a fair price, you must get a range of quotes,

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and even if you are employing friends or family,

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still do the basic checks.

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You need to know they're qualified and solvent.

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For Zena, things started to go wrong almost from the beginning

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after unforeseen pipework was found during the ground works.

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The costs incurred by finding this problem were,

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I should imagine, additional to the arranged £155,000.

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It was never discussed. As he needed the money, we transferred the money.

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Do you think that this job was too big for your contractor or...

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Oh, definitely. He subcontracted to a builder.

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When did the communication, the breakdown between you

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and the contr...or the manager occur?

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-Basically, they had never really got past all the...

-Groundwork stage?

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The groundwork.

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It wasn't being organised properly,

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he was having arguments with the subcontracted builder,

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the subcontracted builder complained that he wasn't being paid

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and his men weren't being paid...

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Zena and Jack were trapped in the middle of

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an out-of-control building nightmare,

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haemorrhaging money, and with no idea of what to do.

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But luckily, one of her sons stepped in.

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He was having building work done at his own home

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and sent his builder round to the bungalow.

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He just took over, and he kept to, basically, for the job, £200,000.

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Oh, this is becoming very expensive.

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This is becoming a nightmare.

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So, we've got £150,000 which you paid,

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and then we've got the remedial builders

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who came in and fixed everything, and you paid them £200,000.

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At the end of the day.

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-That's a £350,000 total?

-Yeah.

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I could build at least four brand-new bungalows

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-the size of this for that money.

-It would have been better

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-if we knocked it down and started again.

-Yes.

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And that's exactly what they should have done.

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If Zena and Jack had rebuilt from scratch,

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they would have saved a lot of money.

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Flattening the old bungalow would have only taken

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up 3-4% of the total budget.

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And new builds don't attract VAT, so for every £100,000,

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they would have saved £20,000.

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It's a big saving.

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On top of that,

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renovating is often more expensive than building from new

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because there's so much to put right

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before you even start on your dream interior,

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but remember, even if you're building on the same footprint,

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you'll still need planning permission.

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Thanks to the new builders,

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Zena and Jack eventually got their dream home.

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And it is lovely.

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Oh, this is beautiful. This is... I like this type of kitchen.

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It's very practical.

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It's contemporary and has underfloor heating I believe.

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-Yes, yes.

-Yes, that's lovely.

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But Jack only lived here for four months before passing away aged 92.

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I really feel for Zena.

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She's had two years of worry and stress.

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Her dreams of a happy retirement with Jack are shattered

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and her nest egg is all gone.

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I want to understand how this happened. But getting to grips

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with this story isn't easy.

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Later, I'm going to talk to the guy who came to put it right.

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We both stood there in disbelief.

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You couldn't go through the front door,

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there was that much rubble and debris in the front garden.

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Good grief!

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Insurance claims for water damage in UK homes

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are more than £730 million per year.

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Much of it caused by the weight of leaking water

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bringing down ceilings.

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In Chislehurst, Kent,

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plumber Farrell has been called to an emergency job at a home

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where builders have been fitting a new kitchen ceiling.

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Unfortunately, they've accidentally put a screw

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through a mains water pipe located above it,

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which means a brand-new kitchen is in danger of flooding.

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They've screwed straight through it, so we're on our way now, quickly,

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to go and fix the problem so they can

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get the ceiling boarded and plastered.

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The builders don't have a plumber on site,

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so they need Farrell to get there pretty quickly.

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There's been water going everywhere so we've got to go round there,

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dry it up and fix the problem.

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By the time he arrives, the workmen have found the stopcock

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and turned off the water, averting a major flood.

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It always pays to know exactly where your stopcock is.

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The workmen also managed to contact home-owner Elaine.

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She was on her way to the hairdressers,

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but has rushed back to see what's happened.

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Yeah, just come through, I think it's in the kitchen, they said.

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OK.

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Here seems to be the problem.

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Basically, it looks like the pipe's been covered by the old ceiling.

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Oh, God, it doesn't surprise me.

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What they've done, when they've re-boarded it,

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they've obviously put a screw through the pipe.

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Everything we do in this house, there's always something underlying that causes a bit of a problem.

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Well, luckily enough, they found the stopcock in time.

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Yeah, we would have been totally flooded out, wouldn't we?

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-OK, I'll get on.

-OK, thanks very much then.

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Bye. See you later.

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Ironically, Elaine and husband Ian were having a new ceiling fitted

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because of an earlier flood.

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I've had a new bathroom suite in, and before the new bathroom suite

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got put in, we had a lot of water flooding through to the kitchen.

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It happened on about three occasions,

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and we got someone round and they advised us

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to have the ceiling re-boarded, so that's what we're doing.

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So, we're having a lot of plastering work and renovation work done.

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Farrell examines the hole in the ceiling and can see

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the damaged pipe immediately.

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Bit of a strange position, the pipe.

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It should never be run underneath the joist,

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so it's quite unusual for this to happen.

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But when pipes...and people put them in the wrong place,

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these things do happen.

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Don't they just?

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He removes the old pipe and cuts away some of the plasterboard

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to make room for the work.

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Sometimes it can turn into a small leak

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and they wouldn't have noticed it until maybe a few weeks' time,

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so it's a good job that we're doing it now.

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He needs to repair the section of pipe

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where the screw's gone through.

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If you accidentally put a screw or a nail through a water-pipe,

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don't pull it out straight away, you could make a bigger hole.

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Turn the water off and drain the system, then remove the nail.

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Damp expert Joe, who was in charge of the team working on the ceiling,

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is the man who called in Farrell.

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We couldn't tell what was underneath, and you wouldn't presume

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that a plumber in the past would have laid the pipes

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on top of the ceiling, right along the ceiling edge.

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Which, accidentally, we drilled into.

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Straight away, we called the plumbers out.

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Just to make sure the job is secure,

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we isolated the water ourselves as quick as we could.

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Joe's had experience of this sort of thing before.

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You have to be on your wits' end, you know, looking around for

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these problems, but you can just never tell

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which is why I always keep a good plumber in the telephone,

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so that I can deal with these when they do arise.

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In older houses, sometimes it's not obvious where the water pipes are

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and they're not always easy to trace, but as a rule,

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water pipes are usually run just below the flooring,

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so that's where you should start looking

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before carrying out any major work.

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Sometimes the only way to find pipes

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and cabling, is to carefully lift the floorboards and look.

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But if in any doubt, get the professionals in.

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Farrell is just about to fit the new piece of pipe.

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This is the flux we use, so when we run the solder to make

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the joint, it helps the solder run into the joint and makes the seal.

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Basically, this just heats the pipe up

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to allow the solder to run into the joint.

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The damaged pipe is below the joist.

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It should have been above.

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With the plastic pipe, we'd have been too far up

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for the screws to reach,

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and it would have been a better alternative to this.

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Farrell would love to replace the whole run with plastic pipe

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in the correct position,

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but that would be a massive job, so for today, it's crisis averted.

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Now that the pipe work has been fixed, all we've got to do is

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turn the water back on, then come back and have a look

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and it should be fine to be reused.

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Accidents like this aren't uncommon

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particularly in old houses.

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If you're getting pipes and cabling fitted,

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while they are uncovered during work, it's always a good idea

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to make a note of where they are for future reference.

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Now we know where that pipe is,

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we can map it out and it can be put on a drawing.

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With the new pipe in place,

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Farrell now needs to turn the water back on and check for leaks.

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It's the moment of truth.

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There's no sign of leak upstairs

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but we'll just check the taps, make sure the water's running OK...

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..which it is, and the job's all done.

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The quick-thinking work force who turned off the water,

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and Joe's urgent call to Farrell

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have averted a disaster,

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and Elaine is very grateful.

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Everything we try and do in this house, it has been a case of -

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if you try and do something, something else needs doing,

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so I would rather it was discovered now, and sorted out,

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cos we might not have known it

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until such times as we did something else, and it might

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have been a major catastrophe.

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Right, OK, then. Thank you very much.

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I really appreciate you coming round at such short notice.

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I've got your business card. What about the water?

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-Water's all on now.

-Phew!

-So you won't have no more problems with it.

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And they can get on with finishing your plastering today.

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Right, if I get any problems, I'll give you a call.

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-Thank you very much for your help.

-Thank you.

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-See you later. Bye.

-Bye.

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Elderly couple Zena and Jack

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were persuaded by a friend that he should

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manage their massive building project,

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renovating and extending a bungalow for their retirement.

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As far as we were concerned, he was the right man to do it for us,

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he knew what I wanted.

0:18:020:18:03

But it all went horribly wrong

0:18:030:18:05

and Jack didn't live to enjoy their new home.

0:18:050:18:09

-All right, mate? Lance, isn't it?

-That's it. Come on in.

0:18:090:18:11

I've come to see the man who stepped in and put it right,

0:18:110:18:14

builder Lance Stock.

0:18:140:18:16

-Is this the drawings for Zena's job?

-This is Zena's job, yeah.

0:18:160:18:19

And this was done by friends of the builder that was on-site.

0:18:190:18:24

This is an old garage here, and this is where the proposed

0:18:240:18:27

extension was, this new line here, here, down this side here.

0:18:270:18:32

Right at the beginning, she got the wrong advice.

0:18:320:18:34

You know, maybe it should have been quantity surveyed a bit better.

0:18:340:18:38

The garage in particular is a grey area for Zena because

0:18:380:18:40

that should have had a test hole dug to prove that it

0:18:400:18:43

needed foundations doing to it.

0:18:430:18:45

It would have been a lot more cost effective to

0:18:450:18:47

knock that down and start again.

0:18:470:18:49

I think he just took on more than he could chew.

0:18:490:18:51

Yeah, he definitely did.

0:18:510:18:53

I mean, groundwork, you know yourself when you're doing

0:18:530:18:56

groundwork, you've got to have the right guys in the ground.

0:18:560:18:58

You can't be a basic plumber

0:18:580:19:00

and be handling five-foot-deep manholes that have got to be moved.

0:19:000:19:03

No, you can't!

0:19:030:19:04

I couldn't have put it better myself.

0:19:040:19:07

And that's why it's so important to

0:19:070:19:09

make sure you have the right people for the job.

0:19:090:19:11

The work that was done there wasn't very good anyway.

0:19:130:19:16

That's what I want to talk to you about next.

0:19:160:19:18

You were called in because you were highly recommended,

0:19:180:19:20

you'd worked for her son previously.

0:19:200:19:23

He asked me to go over and have a look at it and give him some advice.

0:19:230:19:27

I went over, we both stood in disbelief.

0:19:270:19:30

You couldn't go through the front door,

0:19:300:19:32

there was that much rubble and debris in the front garden,

0:19:320:19:35

-all the spoil was all mixed up.

-Is this it?!

0:19:350:19:37

-This is a photo we took in the front garden.

-Good grief!

0:19:370:19:40

There was probably eight or nine skip-loads of rubbish

0:19:400:19:43

in the front garden.

0:19:430:19:44

Let's have a look at another picture.

0:19:440:19:47

We opened the door went into the house

0:19:470:19:49

and I was confronted with work that was just shoddy.

0:19:490:19:53

When you look up into the ceilings, there was holes in the roof.

0:19:530:19:57

You needed a pair of wellington boots to walk through the house.

0:19:570:20:00

And there was a payment schedule that they'd worked out that

0:20:000:20:02

this was the payments they wanted and a lot of the payments

0:20:020:20:05

had been made but they hadn't even got to that stage.

0:20:050:20:08

Zena and Jack in good faith, paid them.

0:20:080:20:10

In your professional opinion,

0:20:100:20:12

when you came and saw the job for the first time,

0:20:120:20:17

would you be able to put a ball park figure on the value of the work

0:20:170:20:21

that had already been done before you got there?

0:20:210:20:23

I would have said there was no more than £20,000-30,000 worth of work

0:20:230:20:26

done in that property.

0:20:260:20:28

There was no electrics, no plumbing, there was no roofing done,

0:20:280:20:31

there was no...

0:20:310:20:32

Very little main structural work done by the looks of it.

0:20:320:20:35

The house had been stripped, there was no cables, no plumbing in there.

0:20:350:20:39

There was no lighting, there were loose power leads,

0:20:390:20:41

there's no electric mains moved.

0:20:410:20:43

The gas main had been disconnected and left unsafe.

0:20:430:20:46

The electric bulb was hanging off the wall,

0:20:460:20:48

there was no fuse board, there was just, basically, a wire with a

0:20:480:20:51

plug socket on the end of it for power and that was it.

0:20:510:20:54

There was absolutely nothing, There was a bare, rotten shell.

0:20:540:20:58

You know, she's probably spent far more than she should have ever...

0:20:580:21:01

She's 100% overspent.

0:21:010:21:03

They were befriended by someone who didn't know...he was

0:21:030:21:07

a handyman plumber, and he's taken on a major construction job.

0:21:070:21:11

He got their trust and he got their confidence,

0:21:110:21:14

and then of course that unfortunately ended up disastrous.

0:21:140:21:17

I think we're in agreement.

0:21:190:21:21

The whole project was a folly from the start.

0:21:210:21:23

An architect, a project manager, and a builder were all involved

0:21:250:21:29

and someone should have flagged it up on day one, but they didn't

0:21:290:21:34

and Zena has now had to borrow money against her home,

0:21:340:21:37

in order to stay in it.

0:21:370:21:38

And she's lost Jack, who shouldn't have spent the last two years

0:21:390:21:43

of his life stressed and worried about having a roof over his head.

0:21:430:21:47

But after all the heartache, Zena is staying put.

0:21:490:21:52

I made up my mind, no way am I selling this bungalow,

0:21:530:21:57

because it caused blood, sweat and tears.

0:21:570:22:00

-OK.

-So, this is where I'll stay.

0:22:000:22:04

It's a really sad story, but it could have been avoided.

0:22:040:22:07

If you're planning a massive renovation,

0:22:090:22:11

take professional advice first.

0:22:110:22:13

It may be better to start from scratch with a new build.

0:22:130:22:17

Make sure the builder, contractor,

0:22:170:22:19

or project manager you hire is up to the job.

0:22:190:22:22

Go visit other work they've done

0:22:220:22:24

and speak to previous clients.

0:22:240:22:27

Always get a comparison price

0:22:270:22:29

and don't hand over money until each stage is officially signed off.

0:22:290:22:34

Hands up if you've ever lost your car keys. It's a nightmare.

0:22:430:22:47

Well, 16% of us lose them every year,

0:22:470:22:51

and what's more, around 3 million UK drivers

0:22:510:22:53

don't even have spare key.

0:22:530:22:55

Which is a pity because getting a replacement programmed

0:22:550:22:59

can knock you back £70+.

0:22:590:23:02

In Oldham, building worker Jonny May

0:23:020:23:04

is having the morning off work,

0:23:040:23:07

but not through choice.

0:23:070:23:08

He's lost the keys to his work's van.

0:23:080:23:11

He's turned the house upside down and he still can't find them.

0:23:110:23:15

It's just not Jonny's day.

0:23:150:23:17

Woke up this morning, got ready to go to work.

0:23:190:23:23

Couldn't find my key anywhere,

0:23:230:23:26

still haven't found it...

0:23:260:23:27

But for Jonny, losing his keys also means he's lost a morning's pay.

0:23:270:23:33

..so, I had to ring the boss

0:23:330:23:36

to get replacement keys.

0:23:360:23:38

His boss has sent an emergency specialist to solve the problem,

0:23:380:23:42

and luckily Jonny hasn't had to wait too long for him to turn up.

0:23:420:23:47

Loss of a day's wage.

0:23:470:23:48

The cost of whoever's going to come out and put it right,

0:23:480:23:51

that'll come out my wage, so it's...

0:23:510:23:53

And the inconvenience of the firm.

0:23:530:23:56

Big problem, really.

0:23:580:23:59

It's locksmith Kris who is riding to the rescue.

0:23:590:24:03

He's an expert at breaking into vehicles,

0:24:040:24:07

in the legal sense, of course.

0:24:070:24:08

Kris from the key fitters, I'm here to do your van.

0:24:110:24:13

Yeah, nice one, mate, yeah.

0:24:130:24:14

You can stay in and I'll give you a shout when I've

0:24:140:24:16

got to the bottom of it and sorted it. Yeah?

0:24:160:24:19

-Right, no worries, mate.

-All right, then.

-Cheers, pal.

0:24:190:24:22

Kris gets his tools.

0:24:230:24:25

I'm going to pick the door lock to open it and put a key to it,

0:24:280:24:31

but for security purposes, I can't show you

0:24:310:24:33

the tool that we're going to use.

0:24:330:24:35

He sets to work with a secret gadget,

0:24:350:24:37

which not only opens the vehicle, but helps him to replicate the lock

0:24:370:24:41

so he can make a brand-new key.

0:24:410:24:43

That took me less than a minute to get that reading,

0:24:440:24:47

to open the vehicle and now I'm going to cut the key.

0:24:470:24:49

It does take a little bit longer on other vehicles,

0:24:490:24:52

but on this particular vehicle, it is that quick to do.

0:24:520:24:55

Kris's van comes fully equipped to do the job on site.

0:24:550:24:58

One side. Next side.

0:25:000:25:03

This is just the kind of guy you need in a crisis.

0:25:030:25:06

That's the keys cut, I'm going to programme them in now.

0:25:060:25:10

This involved making sure the chip in the key fob

0:25:100:25:12

unlocks the immobiliser on that particular vehicle.

0:25:120:25:16

First, Kris does a quick check

0:25:170:25:19

to make sure the keys work in the truck's door lock.

0:25:190:25:22

Lock. Unlock.

0:25:220:25:24

Same with the other key.

0:25:240:25:26

Lock. Unlock. And the vehicle opens.

0:25:260:25:28

Then he plugs his special diagnostic screen into the van.

0:25:300:25:33

Right, key in the ignition.

0:25:350:25:38

Turns.

0:25:380:25:40

As you can see, the red light is flashing in the dashboard,

0:25:400:25:43

that means that the key is not programmed to the vehicle

0:25:430:25:46

so we need to get that light to go out,

0:25:460:25:49

in order to start the vehicle.

0:25:490:25:51

I'm just going through the machine to find

0:25:510:25:54

the relevant Ford Transit vehicle.

0:25:540:25:57

There's a few different years so you've got to make sure

0:25:570:25:59

that you go into the right one.

0:25:590:26:01

He does the same with the second key.

0:26:010:26:03

We now should be all done and ready to fire.

0:26:050:26:08

Unplug the machine, check it's not in gear.

0:26:080:26:10

Turn the key on.

0:26:100:26:12

The red light on the dashboard now goes out,

0:26:120:26:15

which means the key's programmed.

0:26:150:26:16

ENGINE STARTS

0:26:160:26:19

Job done.

0:26:190:26:22

It's taken less than half an hour for Kris to solve Jonny's problem.

0:26:220:26:26

He's lucky it wasn't a more complicated vehicle.

0:26:260:26:29

A lot of other vehicles are a bit more complicated

0:26:290:26:31

and might take a little bit longer,

0:26:310:26:33

but on a Ford, it's generally the sort of time scale.

0:26:330:26:36

While Kris has been working,

0:26:360:26:38

Jonny has continued to search for the keys

0:26:380:26:40

with no luck.

0:26:400:26:42

Chances are one of the kids has had it, moved it,

0:26:420:26:45

and hopefully it'll turn up eventually.

0:26:450:26:47

Grown legs and walked as they do.

0:26:480:26:50

It's a mystery, but at least Kris has solved Jonny's problem,

0:26:500:26:54

lock, stock and barrel.

0:26:540:26:57

-Hiya, pal, all done?

-Yep, all done.

0:26:570:27:00

-Right, nice one, mate.

-Thank you very much. Right, it's all right.

0:27:000:27:03

-So, there's two keys for you there.

-Yep.

-Both programmed in to start.

0:27:030:27:06

-Have you had to take the barrel out or that or...

-Don't have to do it.

0:27:060:27:09

Same key as worked before, they're programmed into the vehicle.

0:27:090:27:13

It's a cheaper way to do it rather than change all the locks.

0:27:130:27:16

We would only change the locks if you requested.

0:27:160:27:19

Right, thanks a lot, mate, lifesaver.

0:27:190:27:21

Thank you very much, all right. See you later.

0:27:210:27:25

Thanks to Kris and his special toolkit,

0:27:250:27:27

Jonny can head off to work.

0:27:270:27:29

Any one of us could be in a situation such as we've seen today,

0:27:370:27:40

whether it be an emergency in our own home,

0:27:400:27:43

or falling foul of rogue workmanship.

0:27:430:27:45

Just take note of my top tips,

0:27:450:27:47

and hopefully it'll be home, sweet home.

0:27:470:27:50

Elaine's new ceiling was finished and it's watertight,

0:27:500:27:54

and she's managed to rearrange her hair appointment.

0:27:540:27:58

Jonny never did find his truck keys

0:27:580:28:01

but he wasn't too late for work, and his boss forgave him.

0:28:010:28:04

And we contacted Zena's project manager

0:28:050:28:08

and asked him what had gone so wrong with the build,

0:28:080:28:11

and what happened to all her money.

0:28:110:28:13

He said...

0:28:130:28:15

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