0:00:02 > 0:00:04'When a crisis strikes your home...'
0:00:04 > 0:00:07- OPERATOR:- How can I help? - WOMAN:- I've got a bit of an emergency.
0:00:07 > 0:00:09'..or you want major work done...'
0:00:09 > 0:00:11- Who do you trust? - I feel so stupid.
0:00:11 > 0:00:15'..you need one of the good guys,
0:00:15 > 0:00:17'but you don't always get them.'
0:00:17 > 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 > 0:00:23We'll hear the stories of devastation and despair
0:00:23 > 0:00:25left behind when building work doesn't go to plan.
0:00:25 > 0:00:28I don't want to look at you. I end up in tears.
0:00:28 > 0:00:32'And we'll tell you how to avoid becoming a victim yourself.'
0:00:32 > 0:00:35You have always got the safety net of the building inspector.
0:00:35 > 0:00:38'But most tradesmen are there to help.
0:00:38 > 0:00:42'And we'll follow the response teams who are there for you 24 hours a day...'
0:00:42 > 0:00:46- It's a nightmare, innit?- You just have to make sure you don't fall through the ceiling.
0:00:46 > 0:00:49- '..seven days a week.' - I think we'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.
0:01:04 > 0:01:05Coming up -
0:01:05 > 0:01:07size matters -
0:01:07 > 0:01:10when plumber Dave tries to bail out a business with a drain disaster...
0:01:10 > 0:01:15I'm 18 stone, full of muscle. Ha-ha! Got to get through that.
0:01:15 > 0:01:18'..a desperate mum to help with the boiler breakdown...'
0:01:18 > 0:01:21There was no hot water. It looks completely dead.
0:01:21 > 0:01:24'..and a door knocking conman leaves behind a weighty problem
0:01:24 > 0:01:27with killer consequences.'
0:01:27 > 0:01:30I'm afraid this is a ticking time bomb, that's what it is.
0:01:34 > 0:01:38If someone knocks on your door and gives you a cheap price for a job
0:01:38 > 0:01:42that seems too good to be true, well, it probably is.
0:01:45 > 0:01:52In Britain, it's estimated cowboy builders cost homeowners £1.9 billion a year.
0:01:52 > 0:01:55In Birmingham, Sue Harris became part of that statistic
0:01:55 > 0:01:57when she and her husband decided
0:01:57 > 0:02:01to renew a retaining wall at the side of their detached house.
0:02:01 > 0:02:04They also wanted to replace the old uneven driveway.
0:02:04 > 0:02:08And it seemed a lucky coincidence that around the same time,
0:02:08 > 0:02:10a man claiming to be a civil engineer
0:02:10 > 0:02:14knocked on their door and suggested he do the work.
0:02:14 > 0:02:16He spoke to my husband and asked,
0:02:16 > 0:02:18were we interested in having the driveway done?
0:02:19 > 0:02:23Former social worker Sue and her husband Peter have full-time care
0:02:23 > 0:02:27of their four young grandchildren, two of whom are disabled.
0:02:27 > 0:02:32They wanted the repairs done, so the children and their friends could play safely.
0:02:32 > 0:02:35The driveway, erm, was made of two levels.
0:02:35 > 0:02:38It looked a bit like a rockery, erm,
0:02:38 > 0:02:42at the front and at the side there was, like, paving slabs.
0:02:42 > 0:02:44Erm, it was just a bit of an eyesore.
0:02:44 > 0:02:46There was structurally nothing wrong with it.
0:02:46 > 0:02:49We thought, "Let's get it all done onto one level,"
0:02:49 > 0:02:52and it would look much better.
0:02:52 > 0:02:55The knock on the door at their Birmingham home
0:02:55 > 0:02:58seemed like a ready-made answer to the family's problems.'
0:02:58 > 0:03:00He was working in somebody else's drive.
0:03:00 > 0:03:02He convinced us that he could do the job.
0:03:02 > 0:03:06He said that it wasn't too big for him. He'd done big project before.
0:03:06 > 0:03:09He claimed he was a civil engineer.
0:03:09 > 0:03:13He even gave the couple his business card to prove it.
0:03:13 > 0:03:17But I didn't check him out. Unfortunately.
0:03:17 > 0:03:20That turned out to be a costly mistake
0:03:20 > 0:03:22because the man who arrived on her doorstep was
0:03:22 > 0:03:25none of the things he claimed to be.
0:03:25 > 0:03:28And certainly wasn't qualified or even capable of doing the job.
0:03:30 > 0:03:35We trusted him. We took him on face value. It was a big mistake.
0:03:35 > 0:03:40What followed was a classic case of a dodgy conman on the make.
0:03:40 > 0:03:46As a result, Sue and her family are more than £12,000 out of pocket.
0:03:46 > 0:03:49Their home and garden are in danger of collapsing
0:03:49 > 0:03:52and their new wall is so unsafe,
0:03:52 > 0:03:55it's a real danger to people passing on the pavement outside.
0:03:57 > 0:04:02The warning signs make me want to weep. And Sue certainly has.
0:04:02 > 0:04:07I'm finding it very hard to cope with what's happened.
0:04:07 > 0:04:10It's just a constant worry. I'm not sleeping.
0:04:10 > 0:04:13I'm just worried that potentially I stand to lose the house.
0:04:13 > 0:04:17Erm, but more so that one of my family
0:04:17 > 0:04:19or somebody's going to get hurt.
0:04:19 > 0:04:23Erm, I just feel completely helpless.
0:04:24 > 0:04:27Sue had no experience dealing with building works
0:04:27 > 0:04:30and the dodgy door-knocker took full advantage.
0:04:31 > 0:04:35We gave him money upfront. I think it was about £3,000,
0:04:35 > 0:04:38so he could buy materials.
0:04:38 > 0:04:41When we later asked for a receipt,
0:04:41 > 0:04:45he said that if we wanted a receipt, it would cost us more money.
0:04:45 > 0:04:49So, our impression was that he was on a tax fiddle.
0:04:49 > 0:04:54Erm, but given he'd started to dig up the drive, we didn't
0:04:54 > 0:04:59feel in a position to say, "Well, you know, we're not going down this route."
0:04:59 > 0:05:02This is a really common mistake.
0:05:02 > 0:05:05If the builder asks for a cash deal and doesn't want to give you
0:05:05 > 0:05:09paperwork, you might think you're saving yourself money.
0:05:09 > 0:05:11But if things go wrong,
0:05:11 > 0:05:14a lack of receipts or paperwork will be a problem.
0:05:14 > 0:05:16Set out with your builder right from the start
0:05:16 > 0:05:19when and how you're going to pay your instalments.
0:05:19 > 0:05:23In this case, not only was Sue paying out money,
0:05:23 > 0:05:26she was also starting to worry about the quality of the work.
0:05:26 > 0:05:29He'd brought in some bricklayers to do the wall.
0:05:29 > 0:05:33They raised concern because he wanted a single wall
0:05:33 > 0:05:36and their view was that it was pointless
0:05:36 > 0:05:39cos it wouldn't be able to contain the weight of the garden.
0:05:39 > 0:05:42And the quote was originally £8,000.
0:05:42 > 0:05:45It ended up that we gave him £12,600.
0:05:45 > 0:05:49What makes this all the more upsetting is that the money
0:05:49 > 0:05:51they used was an inheritance from Sue's mum-in-law
0:05:51 > 0:05:54and a lump sum from her husband's pension.
0:05:54 > 0:05:57Against her better judgment, Sue let the work continue.
0:05:57 > 0:06:00And at first, it seemed fine.
0:06:01 > 0:06:03At the time, the drive did look good.
0:06:03 > 0:06:08But very quickly, within, probably eight weeks,
0:06:08 > 0:06:11we started to have concerns about it. But he assured us it was normal.
0:06:11 > 0:06:13It was just the ground settling.
0:06:13 > 0:06:16But we soon realised, you know, that there was
0:06:16 > 0:06:18something drastically wrong.
0:06:18 > 0:06:21It had been a bodge job from the very start.
0:06:22 > 0:06:25This crack here appeared first. This is quite deep.
0:06:25 > 0:06:27I can put my hand right down here.
0:06:27 > 0:06:30And underneath, I can find, like, a hole.
0:06:30 > 0:06:35Like an empty space underground. Erm, and it's...there's just nothing there.
0:06:35 > 0:06:40When the conman returned, claiming he would put things right,
0:06:40 > 0:06:41he wanted another £2,000.
0:06:43 > 0:06:46But this time, Sue told him no,
0:06:46 > 0:06:48because she didn't have any money left.
0:06:48 > 0:06:51We felt that, you know, his work should be guaranteed.
0:06:51 > 0:06:55And we didn't have any more money. He took every penny we had.
0:06:55 > 0:06:58'It's a heartbreaking story.
0:06:58 > 0:07:02'Later in the programme, I assess the state of Sue's wall
0:07:02 > 0:07:05'and try to give her some useful advice.'
0:07:05 > 0:07:07YOU need to pass this on to somebody else.
0:07:07 > 0:07:10So that YOU don't have to worry about it.
0:07:10 > 0:07:11Come on, we'll sort something out.
0:07:19 > 0:07:21If you run a business,
0:07:21 > 0:07:25a catastrophic plumbing emergency can threaten your livelihood.
0:07:25 > 0:07:28Plumber Dave Taylor is on his way to an urgent call-out
0:07:28 > 0:07:32from a business duo who can see their profits flooding out the door.
0:07:32 > 0:07:36It's Friday afternoon in London's trendy Soho.
0:07:36 > 0:07:38In less than two hour's time,
0:07:38 > 0:07:41the area will be packed with office workers and tourists,
0:07:41 > 0:07:44kicking off the weekend in the bars, pubs and clubs.
0:07:44 > 0:07:47But not in this one they won't!
0:07:47 > 0:07:49Unless Dave can save the day.
0:07:50 > 0:07:54The men's and women's toilets are blocked and overflowing with sewage.
0:07:54 > 0:08:00Owners Richard and Steve stand to make a loss of £5,000 if they can't open.
0:08:00 > 0:08:04And they can't open unless the toilets are functioning.
0:08:04 > 0:08:06Twice a year we have to lift up the covers...
0:08:06 > 0:08:09- Yeah, do it ourselves most of the time...- ..and ram it down...
0:08:09 > 0:08:11..but every so often, it needs professionals.
0:08:11 > 0:08:14And that's exactly what Dave is.
0:08:14 > 0:08:17And he understands the owners' sense of urgency.
0:08:17 > 0:08:20They need to get the bar open to take money.
0:08:20 > 0:08:22I really need to just get them open.
0:08:22 > 0:08:25Any major works after that, we can sort out.
0:08:26 > 0:08:29Dave heads directly to see the scene of the blockage.
0:08:29 > 0:08:33- We're going to have a quick look. Ah, you got the covers up?- Yeah.
0:08:33 > 0:08:34Oh, OK, bruv.
0:08:34 > 0:08:39It's a real stinky mess. But before the even gets started,
0:08:39 > 0:08:42Dave's faced with a bit of a challenge.
0:08:42 > 0:08:46He needs to get to the drains through the access hatch.
0:08:46 > 0:08:51I'm 18 stone, full of muscle. Ha-ha! Got to get through that!
0:08:51 > 0:08:53How the hell am I going to do that?
0:08:53 > 0:08:56I'm going to get in there... I ain't getting in there.
0:08:58 > 0:09:01There's no way...
0:09:01 > 0:09:03But fair play, he has a good go!
0:09:03 > 0:09:06No way! God, no! HE LAUGHS
0:09:06 > 0:09:09- That's pretty poor access, isn't it? - Send a small person!
0:09:09 > 0:09:14Dave needs to come up with an alternative approach pretty fast.
0:09:14 > 0:09:17I'm just going to try with some long rods to see if I can have
0:09:17 > 0:09:20a feel round, just using experience, see if I can feel something.
0:09:20 > 0:09:24If I can't, I'm going to have to get...some little fellow
0:09:24 > 0:09:26over here ASAP cos they're not getting open.
0:09:26 > 0:09:31Later in the programme - can Dave get the pub open in time,
0:09:31 > 0:09:34or will they need to swap him for a pint-sized plumber?
0:09:34 > 0:09:37We should have been open at four.
0:09:37 > 0:09:41We're just waiting now because there is nothing we can do.
0:09:50 > 0:09:54'The good guys won't leave a job until your problem's solved.
0:09:54 > 0:09:58'But the bad guys, they just care about your money in their pocket.
0:09:59 > 0:10:03'In Birmingham, Sue Harris paid over £12,000 to a chancer
0:10:03 > 0:10:06'who knocked on her door and offered to do her driveway.
0:10:06 > 0:10:12'I've come to have a look at the devastation this uncaring conman left behind.'
0:10:15 > 0:10:16- Hello, Sue, isn't it?- Yeah, it is.
0:10:16 > 0:10:19I'm Tommy. I've come to look at your problem.
0:10:19 > 0:10:21'We're going straight out in the rain,
0:10:21 > 0:10:24'so Sue can show me the state of play.
0:10:24 > 0:10:27'The uneven cracked driveway is obvious.
0:10:27 > 0:10:29'And so is the state of the retaining wall.'
0:10:31 > 0:10:33Now, well, that doesn't look very healthy.
0:10:33 > 0:10:37I see there's some concrete posts there. What's that?
0:10:37 > 0:10:40When I complained to them that the wall was cracking
0:10:40 > 0:10:42and that the drive was cracking,
0:10:42 > 0:10:45they came and said that they were going to put in "godfathers".
0:10:45 > 0:10:48Godfathers, is it? Oh, is that one of his...
0:10:48 > 0:10:50- One of his civil engineering terms, is it?- Yes.
0:10:50 > 0:10:53I said to him, "They look like fence posts to me."
0:10:53 > 0:10:56And he said, "No, no, they're godfathers and they'll support the wall."
0:10:56 > 0:10:59Yeah, he came with his father and his son.
0:10:59 > 0:11:02Firstly, they tried to tell me because there are trains
0:11:02 > 0:11:04running along the back, it was the vibrations.
0:11:04 > 0:11:06And I said to him, "Well, if that's the case,
0:11:06 > 0:11:09why has the existing wall not cracked or moved?"
0:11:09 > 0:11:12So, how did that impact on you and your family?
0:11:12 > 0:11:17- I mean, it must have been stressful. - It's been really stressful.
0:11:17 > 0:11:21Erm, we've... We've given up work to look after the children.
0:11:21 > 0:11:26My husband's retired, so income is very low. I've got a five-year-old girl.
0:11:26 > 0:11:30She's got autism and she's got severe hypermobility,
0:11:30 > 0:11:33so she's unstable on her feet.
0:11:33 > 0:11:36And then we've got Bryn, he's two next month
0:11:36 > 0:11:38and he's got cerebral palsy.
0:11:38 > 0:11:42- HE SIGHS - So, he obviously will need good access..- Yes.
0:11:42 > 0:11:45..and stable ground to go over as he gets older.
0:11:45 > 0:11:49I think for my husband as well because the money we used was
0:11:49 > 0:11:51left by his mum, who died suddenly.
0:11:51 > 0:11:55- So, it was her legacy. - Yeah. And I think he, you know,
0:11:55 > 0:11:58he feels quite upset and distressed.
0:11:58 > 0:12:03But it clearly can't be left like this. Something has to be done.
0:12:03 > 0:12:05So, let's go and have a look and see what we can...what we can do,
0:12:05 > 0:12:08what we can salvage. Don't worry. Come on.
0:12:10 > 0:12:15'So, who can you turn to if you find yourself in trouble, like Sue?
0:12:15 > 0:12:19'Well, the Citizens Advice Bureau is a good first call.
0:12:19 > 0:12:21'They can help you make a complaint
0:12:21 > 0:12:23'to Trading Standards in your area,
0:12:23 > 0:12:25'who could then investigate or even
0:12:25 > 0:12:26'prosecute your builder.
0:12:26 > 0:12:28'Some Trading Standards
0:12:28 > 0:12:29'offer a drop-in service,
0:12:29 > 0:12:30'so check what's on offer
0:12:30 > 0:12:32'where you live.
0:12:32 > 0:12:33'But their message is clear -
0:12:33 > 0:12:35'they're there to help.
0:12:35 > 0:12:37'And Sue really needs that help.
0:12:37 > 0:12:40'The workmanship on this wall is absolutely shocking.'
0:12:40 > 0:12:42Right... Hmm...
0:12:42 > 0:12:45Well, this doesn't look very good, Sue, I'm afraid to say.
0:12:45 > 0:12:48It's so much out of plumb, it's ridiculous.
0:12:48 > 0:12:52These markings here, my husband put on. This one is from June this year.
0:12:52 > 0:12:55- And that one in front?- That was a couple of months previous to that.
0:12:55 > 0:12:57So, June, May, so that's April.
0:12:57 > 0:13:02So, in April, that's moved out of plumb just under two inches, 50 mil.
0:13:02 > 0:13:06But you've got all this, which is about four inches, which is
0:13:06 > 0:13:10- 100 mil, that's moved out prior to April.- Yes.
0:13:10 > 0:13:15'It's quite clear this wall is not wide enough or substantial
0:13:15 > 0:13:18enough for the amount of weight it's meant to support.
0:13:18 > 0:13:22'That's why it's bowed and rotated towards the pavement,
0:13:22 > 0:13:25'which means the foundations are not suitable.'
0:13:25 > 0:13:30They've built this on the edge of the old foundations for the old wall.
0:13:30 > 0:13:33So, if we take that, say, as the foundations,
0:13:33 > 0:13:37and the old wall's in the middle, then they've put another wall,
0:13:37 > 0:13:39this wall, outside of the old wall
0:13:39 > 0:13:42and they're loading on top of the old foundations.
0:13:42 > 0:13:44But the foundations aren't strong enough.
0:13:44 > 0:13:47So, all that weight is pushing on those foundations
0:13:47 > 0:13:50and rotating it all and that's why this is leaning over.
0:13:50 > 0:13:52This is an extremely dangerous structure
0:13:52 > 0:13:57because that's a good eight foot tall and that weighs many tonnes.
0:13:57 > 0:14:02And that could fall at any time. I'm afraid this is a ticking time bomb.
0:14:03 > 0:14:07'The posts is the builder referred to as "godfathers" are no solution.
0:14:07 > 0:14:12'And what's more, they aren't even on Sue's property.'
0:14:12 > 0:14:18The contractor has built this outside of your land - on the public highway.
0:14:18 > 0:14:21So, the local authority then, it's their responsibility
0:14:21 > 0:14:27to correct this and take the person who constructed it to task.
0:14:27 > 0:14:30'But ultimately, it is the homeowner's responsibility.
0:14:30 > 0:14:33'Sue's done the right thing and informed the council,
0:14:33 > 0:14:39'because if the wall collapses, anyone passing by could be injured or killed.
0:14:39 > 0:14:43'What really needed to happen before things got this far was for
0:14:43 > 0:14:48'Sue to have spoken to the local council's building control team.
0:14:48 > 0:14:50'It's important to liaise with them.
0:14:50 > 0:14:53'They will come and inspect your builder's work,
0:14:53 > 0:14:57'so you get an independent assessment of what's going on.
0:14:57 > 0:15:01'But there is some better news about the condition of Sue's driveway.'
0:15:03 > 0:15:06That can be cut back, stabilised, and then infilled
0:15:06 > 0:15:09and then that can be re-tarmacked, that section.
0:15:09 > 0:15:12So, you'd save three quarters of the drive.
0:15:12 > 0:15:17'But it's the wall that's worrying Sue. And quite rightly.'
0:15:17 > 0:15:20My fear is somebody's going to get injured.
0:15:20 > 0:15:22- If this falls on top of someone, they'll be killed.- Yeah.
0:15:22 > 0:15:23I'm just scared.
0:15:23 > 0:15:28Don't be too downhearted because with your problems you've
0:15:28 > 0:15:31got with the two babies, you've got your hands full in there,
0:15:31 > 0:15:34so, really, YOU need to pass this on to somebody else,
0:15:34 > 0:15:36so that YOU don't have to worry about it.
0:15:36 > 0:15:38Come on, we'll sort something out.
0:15:39 > 0:15:44'My team has been in touch with Sue's supposed civil engineer
0:15:44 > 0:15:46'and asked for his side of the story.'
0:15:46 > 0:15:49'He did call us back but declined to comment on either
0:15:49 > 0:15:52'the state of the driveway or the wall.
0:15:52 > 0:15:57'Sue's resigned to the fact that she won't see her money again but says
0:15:57 > 0:16:01'she wanted to talk to us so others don't make the mistakes that she did.'
0:16:03 > 0:16:05The trouble for Sue is she knows she's made
0:16:05 > 0:16:08a mistake by falling victim to a doorstepper.
0:16:08 > 0:16:13And if she'd taken time to do a little bit more research, checked out his work,
0:16:13 > 0:16:16she might have been able to avoid this mess for her and her family.
0:16:16 > 0:16:20Sue's learned the hard way but make sure you don't.
0:16:20 > 0:16:23Be wary of hiring anyone who just knocks at your door.
0:16:23 > 0:16:26The rules say tradesmen must display and provide
0:16:26 > 0:16:29their full business name and contact details.
0:16:29 > 0:16:33They must give you proper paperwork, detailing total costs
0:16:33 > 0:16:36and the contract arrangements, including the duration,
0:16:36 > 0:16:39the right to cancel and any conditions.
0:16:39 > 0:16:44Tradesmen can be fined up to £5,000 for not adhering to the rules.
0:16:44 > 0:16:48But my advice is always the same.
0:16:48 > 0:16:50Whether they're door knockers
0:16:50 > 0:16:51or not, check them out.
0:16:53 > 0:16:55Go online, look at established
0:16:55 > 0:16:57review sites, look at other work
0:16:57 > 0:16:59they've done and talk directly
0:16:59 > 0:17:01to their previous clients.
0:17:01 > 0:17:04Do company checks and compare prices
0:17:04 > 0:17:05with other contractors.
0:17:11 > 0:17:14'It's 4.30, and back in London,
0:17:14 > 0:17:18plumber Dave Taylor is engaged in a battle to help Soho bar owner
0:17:18 > 0:17:21Stephen Richard open in time for the Friday night trade.
0:17:21 > 0:17:24If he can't unblock their facilities,
0:17:24 > 0:17:27they stand to lose £5,000 in takings.
0:17:28 > 0:17:30Steve watches anxiously
0:17:30 > 0:17:33while Dave tries to clear the blockage with rods.
0:17:33 > 0:17:36We can't open until it's done
0:17:36 > 0:17:40because we can't obviously have no toilets. So, we're...
0:17:40 > 0:17:43We should have been open at four.
0:17:44 > 0:17:47We're just waiting now because there's nothing we can do.
0:17:47 > 0:17:52It's an unpleasant job. The bathroom floors are swimming with waste.
0:17:52 > 0:17:57If Dave can't clear this, they'll all be up a certain kind of creek
0:17:57 > 0:17:58without a paddle.
0:17:59 > 0:18:03That, my son, is putrid.
0:18:03 > 0:18:05That is pure cack.
0:18:06 > 0:18:09Determined Dave is making some progress.
0:18:09 > 0:18:14Well, by luck and by chance, I've managed to lean through,
0:18:14 > 0:18:18drop this into that trap that I was telling you about and get it to drop.
0:18:18 > 0:18:22But he's not particularly enjoying his job today.
0:18:22 > 0:18:24That's vile.
0:18:24 > 0:18:28And the trouble is, we're in a little area with no ventilation,
0:18:28 > 0:18:31flooded with sewage.
0:18:31 > 0:18:34So, by...
0:18:34 > 0:18:38Thank the Lord, we managed to get that to drop!
0:18:38 > 0:18:41So, if we're lucky and we have a bit of a clear-up for them,
0:18:41 > 0:18:44we might be able to get the boys open in about half hour or so.
0:18:44 > 0:18:48And then we'll have to come back and do a bigger job one morning. But...
0:18:48 > 0:18:52for the moment, we might have a result. Lucky!
0:18:52 > 0:18:55But there's still work to do.
0:18:55 > 0:18:59Having dealt with proper number one, Dave moves on to number two.
0:18:59 > 0:19:02It's cheap, recycled toilet paper,
0:19:02 > 0:19:05which doesn't break down, it ends up clumping up like that.
0:19:05 > 0:19:09So, what happens, that's a problem on its own, so now I've cleared the
0:19:09 > 0:19:13front drain, that one's run away, I've still got this to deal with.
0:19:13 > 0:19:15So, this is affecting this toilet back here.
0:19:15 > 0:19:20But the only thing I can do here is, erm, go and get a black bag
0:19:20 > 0:19:21and dig it out.
0:19:21 > 0:19:26Dave's been a plumber for 15 years and nothing much fazes him.
0:19:27 > 0:19:30This is a normal Friday afternoon, if I'm honest.
0:19:30 > 0:19:32You get these ones come in when you think, you know, "Right,
0:19:32 > 0:19:34"I'll just wind down now, ready for the weekend."
0:19:34 > 0:19:37You get a call about three o'clock.
0:19:37 > 0:19:40You know it's going to be something someone's either put off all week,
0:19:40 > 0:19:43thinking it's going to get better, another company's been out
0:19:43 > 0:19:46and can't resolve it or, like these poor fellows,
0:19:46 > 0:19:48they've just been caught out at the wrong time.
0:19:48 > 0:19:52He uses fresh water to flush through the drain as he clears it.
0:19:54 > 0:19:59It's what it is. I don't tend to think about. I just get on with it.
0:19:59 > 0:20:02It ain't everyone's cup of tea but most people are pleased to see you!
0:20:02 > 0:20:05If you resolve it, most people really like you!
0:20:05 > 0:20:09Well, rather you than me, mate! Clearing the clumps of paper
0:20:09 > 0:20:12and pouring water through is bringing results.
0:20:12 > 0:20:16I think it's probably a combination of the drains need a really good clean
0:20:16 > 0:20:21and...the toilet paper's not breaking down properly.
0:20:21 > 0:20:25But he's still not happy with how the drains are flowing.
0:20:25 > 0:20:28Not running correctly. So, we'd need to come back here.
0:20:28 > 0:20:31But if I can get them out of trouble for tonight
0:20:31 > 0:20:35and over the weekend, I'll come back and see them, early part of next week.
0:20:35 > 0:20:39Dave's pretty certain he knows what's caused the pub toilets difficulties.
0:20:39 > 0:20:42Without getting too bogged down in the details,
0:20:42 > 0:20:44it's to do with the toilet paper.
0:20:44 > 0:20:47You know, someone will come in, they'll use...
0:20:47 > 0:20:51that is not even a lot, really, but look at that.
0:20:53 > 0:20:56That is exactly how it goes in the drain. That's it, look.
0:20:56 > 0:21:01That's no good. That's probably what's caused half the problems here today.
0:21:01 > 0:21:05It does that. And then the next lot comes along and it does that.
0:21:05 > 0:21:10It seems the Victorian London drains have difficulty dealing with
0:21:10 > 0:21:11today's modern loo roll.
0:21:12 > 0:21:15You'd be amazed how much work we get just purely
0:21:15 > 0:21:19because of cheap paper and the thick, quilted paper doesn't break down.
0:21:19 > 0:21:21So, it comes into a drain that's tight like this,
0:21:21 > 0:21:23and it will just sit there.
0:21:23 > 0:21:27The answer is for the club to go for the more bog-standard stuff.
0:21:27 > 0:21:32If I could give you a message, buy decent paper, spend a bit more,
0:21:32 > 0:21:37I'd just use a good quality two-ply paper. Make life a bit easier.
0:21:37 > 0:21:42Dave's pretty pleased he's sorted out the pub's issue with tissue.
0:21:42 > 0:21:46- All right, buddy. Have a good one. - Excellent, Cheers. Thank you. - I wish you well. Thanks a lot.
0:21:46 > 0:21:49He seems pretty pleased, so I'm pleased. Yeah, they're nice guys.
0:21:49 > 0:21:52You got to help nice people, don't you?
0:21:52 > 0:21:55And the owners are delighted they can open.
0:21:55 > 0:21:58If he hadn't got here this quickly, we wouldn't be open now.
0:21:58 > 0:22:01So, thankfully, we, you know, we haven't lost too much money tonight.
0:22:02 > 0:22:05It's a good result all round,
0:22:05 > 0:22:08particularly for the customers - all hoping for a night
0:22:08 > 0:22:10on the tiles.
0:22:19 > 0:22:24Last year, 20% of all UK homes experienced boiler problems.
0:22:24 > 0:22:28And that keeps heating engineers like Lee Turton pretty busy.
0:22:28 > 0:22:31Today, he's on his way to see a mum who needs her heating
0:22:31 > 0:22:34fixed as a matter of urgency.
0:22:34 > 0:22:38Kirsty Hood is at home in Glossop, Derbyshire,
0:22:38 > 0:22:41looking after her three-year-old, Elijah, who has chickenpox.
0:22:41 > 0:22:43He needs to stay warm
0:22:43 > 0:22:46and have lukewarm baths to stop the spots itching.
0:22:46 > 0:22:50But at the moment, all that's available is freezing cold water.
0:22:50 > 0:22:53She's been without heating and hot water for two days
0:22:53 > 0:22:56and she's desperate for Lee to fix the problem.
0:22:58 > 0:23:01- Hiya, Gas Care. - Hi there, come on in. Thanks.
0:23:01 > 0:23:05Kirsty also has a six-year-old and a busy husband.
0:23:05 > 0:23:08So, it was literally cold washes in the morning
0:23:08 > 0:23:10before everybody had to get off in the morning.
0:23:10 > 0:23:14The family aren't keen to repeat the experience,
0:23:14 > 0:23:15so Lee needs to get to work.
0:23:15 > 0:23:18- So, what's the problem you've been having?- Erm, well, yeah...
0:23:18 > 0:23:21Yesterday morning when we got up to kind of get the kids dressed
0:23:21 > 0:23:25for school and showered and all that, that we...there was no hot water.
0:23:25 > 0:23:29During the day, my husband had a look at it and there's no pilot light on.
0:23:29 > 0:23:32- It looks completely dead.- Right, OK. - So, we've still...
0:23:32 > 0:23:35We've not had any hot water still for, erm, yesterday,
0:23:35 > 0:23:37- and obviously today as well. - OK, no probs.
0:23:37 > 0:23:41Lee quickly examines the boiler.
0:23:41 > 0:23:43Whereabouts is your programmer for the boiler, you know,
0:23:43 > 0:23:45to turn your heating and hot water on?
0:23:45 > 0:23:49- Oh, that's upstairs in the airing cupboard.- Upstairs. Right, can I get to that?- Yeah, no problem.
0:23:54 > 0:23:57- OK, thanks.- It's in the corner.
0:23:58 > 0:24:01And your room thermostat. Have you got one of those in the hallway?
0:24:01 > 0:24:04Erm, yes, it is down in the hallway downstairs, yeah.
0:24:04 > 0:24:05I'll just have a quick look at that.
0:24:05 > 0:24:09He turns the room thermostat up, as well as the one on the boiler -
0:24:09 > 0:24:11and the heating starts up.
0:24:11 > 0:24:13It's fired up, so it's working.
0:24:13 > 0:24:16Although the heating has come on,
0:24:16 > 0:24:19it definitely doesn't sound right to Lee.
0:24:19 > 0:24:21The fan's very noisy.
0:24:21 > 0:24:24And it looks like it's been sprayed with a lubricant in the past,
0:24:24 > 0:24:26to keep it going.
0:24:26 > 0:24:28So, I'm thinking that maybe at some point this is sticking
0:24:28 > 0:24:31and that's why the boiler might not be firing up.
0:24:31 > 0:24:33But it has fired at the moment.
0:24:33 > 0:24:36He explains the situation to Kirsty.
0:24:36 > 0:24:40When I first arrived, the thermostat was turned down to zero,
0:24:40 > 0:24:42so I'm presuming because your husband's been trying
0:24:42 > 0:24:44- to get it working, he's turned it up and down.- Yeah.
0:24:44 > 0:24:47- Basically, I've turned all the external controls on.- Yeah.
0:24:47 > 0:24:51- I've turned the thermostat up. - Right, that's fine.
0:24:51 > 0:24:54- It is firing up.- Oh, OK.
0:24:54 > 0:24:59Boiler repairs can be quite pricey, often between £300 and £500 -
0:24:59 > 0:25:02and aren't normally covered by home insurance.
0:25:02 > 0:25:05Make sure yours is serviced annually by a registered engineer
0:25:05 > 0:25:06and keep the area
0:25:06 > 0:25:08around the boiler clean.
0:25:08 > 0:25:11Plus, don't overheat your home.
0:25:11 > 0:25:13Now the system has started again,
0:25:13 > 0:25:15the family will be able to keep warm.
0:25:15 > 0:25:17But there's no guarantee it will keep going
0:25:17 > 0:25:20and they can't risk another breakdown.
0:25:20 > 0:25:24I think the next course of action would be to order a new fan.
0:25:24 > 0:25:27It is working in the meantime and hopefully it'll keep going
0:25:27 > 0:25:29until we can get that ordered for you.
0:25:29 > 0:25:31But I think that's the next step.
0:25:31 > 0:25:34Lee gets straight on the phone to order what's needed.
0:25:34 > 0:25:36Hiya, mate, it's Lee.
0:25:36 > 0:25:39The cost to supply and fit a new fan for a standard
0:25:39 > 0:25:42combi-gas boiler is between £200 and £300.
0:25:42 > 0:25:45So, I'll have that for tomorrow, yeah?
0:25:45 > 0:25:48- 'Yeah.'- OK, thanks, mate.
0:25:48 > 0:25:50- 'See you later, Lee.' - See you now. Bye.- 'Bye.'
0:25:50 > 0:25:53It's good news. There's a suitable part in stock.
0:25:53 > 0:25:56It'll be here tomorrow. So, as soon as it arrives at the office,
0:25:56 > 0:25:59- we'll give you a call and come and fit it for you.- That's fine.
0:25:59 > 0:26:01- OK?- That's perfect. Thank you very much.
0:26:01 > 0:26:04Hopefully the fan will keep going until the new one can be fitted.
0:26:04 > 0:26:08And little Elijah will be able to have a bath and stay toasty.
0:26:08 > 0:26:11It's a bit of a relief, obviously, for kind of bath time,
0:26:11 > 0:26:13for the boys tonight, cos obviously with Elijah's chickenpox,
0:26:13 > 0:26:16we want to make sure we can bathe him
0:26:16 > 0:26:19to make sure the spots keep clean and are not getting infected.
0:26:19 > 0:26:23So, he has been able to get it to a state where we're OK operating.
0:26:23 > 0:26:25We've got water again now.
0:26:25 > 0:26:28Hot water again, so until the part arrives, that we've got it
0:26:28 > 0:26:32ticking over, so we're not in a desperate state at this stage.
0:26:32 > 0:26:33- Thank you!- See you now.
0:26:33 > 0:26:34Lee plans to return
0:26:34 > 0:26:38and make sure the heating's working for Kirsty and her family.
0:26:38 > 0:26:42Top and bottom of it is the fan needs replacing anyway, erm,
0:26:42 > 0:26:44because of the noise coming from it.
0:26:44 > 0:26:45And eventually it will pack up again,
0:26:45 > 0:26:49so we've ordered the fan and we'll come back tomorrow and replace it.
0:26:49 > 0:26:52It's a good result for Kirsty and little Elijah.
0:26:52 > 0:26:54Have you got all your pieces?
0:26:54 > 0:26:58And these are the telltale signs that your boiler might need attention.
0:26:59 > 0:27:02The radiators don't get as hot as they should.
0:27:02 > 0:27:05It takes a long time to get hot water from the taps.
0:27:05 > 0:27:07Or you hear strange banging noises
0:27:07 > 0:27:08from your pipes or boiler.
0:27:08 > 0:27:12But remember, call the professionals
0:27:12 > 0:27:13and make sure they are on
0:27:13 > 0:27:15the Gas Safe Register.
0:27:20 > 0:27:24There's good news for Sue from Birmingham City Council.
0:27:24 > 0:27:26They're taking her case really seriously
0:27:26 > 0:27:28and have tried to track down her builder.
0:27:29 > 0:27:31They told us...
0:27:43 > 0:27:44They say...
0:28:00 > 0:28:03But the council say they ARE determined to support Sue and her family.
0:28:03 > 0:28:04They told us...
0:28:14 > 0:28:18It's good to know that Sue's not now left to deal with this nightmare on her own.