Episode 6 Cowboys and Angels


Episode 6

Series following tradesmen and looking at cowboy contractors. A tree surgeon comes to the rescue when Eric's giant beech tree puts his house - and people's lives - at risk.


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Transcript


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'When a crisis strikes your home...'

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-PHONE OPERATOR: How can I help?

-I've got a bit of an emergency.

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-'..or you want major work done...'

-It was our dream.

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It is a total mess.

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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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I've never seen anything like this.

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Potentially, I stand to lose the house.

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We'll hear the stories of devastation and despair left behind

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when building work doesn't go to plan.

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He didn't put the foundations all the way around,

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-so the front bit didn't have any...

-What?!

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

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Did you have a comparison price?

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'But most tradesmen are there to help,

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'and we'll follow the response teams who are there for you

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'24 hours a day...'

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Eventually, the ceiling would have come down in the kitchen.

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'..seven days a week.'

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It ain't everyone's cup of tea,

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but most people are pleased to see you.

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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, a tree surgeon comes to the rescue

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when a man's giant beech tree is putting people's lives at risk.

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OK, slow, whoa, whoa, whoa! Down, down, down, down!

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A locksmith hurries over to a pensioner's house

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when his home is at threat from burglars.

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You don't want to leave it to chance.

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And a rogue roofer's dodgy workmanship

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leaves one woman in peril.

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Going to bed thinking to yourself,

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looking at the ceiling, it could collapse any minute now.

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And I witness just how upsetting that can be.

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Look, we all get tearful.

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Let me give you a cuddle, it's all right, don't worry. Don't worry.

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When you book tradespeople into your home,

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you hope they'll do a good job, and generally they do.

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But sometimes things go horribly wrong.

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In Bristol, house-proud Kim Waxman does all she can

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to maintain her home.

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At the end of 2013, she decided to pay for a new roof

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and thought it would be all sorted

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before the bad winter weather set in.

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There was no way she could have known back then that this one job

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would end up costing her her savings and her pension money

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when she had to pay twice to put it right.

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My whole world collapsed about the whole situation.

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The whole roof had to be redone again.

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The roof itself was on the verge of collapsing.

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'Well, I've come to talk to Kim about her ropey roof

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'to see if I can understand exactly what went wrong.'

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-Hello, Tommy.

-Is it Kim?

-It is indeed, yes, do come in.

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Now, tell me about this situation.

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What was the reason you chose the contractor that you did choose?

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He was quite friendly.

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He came in the house and obviously sat down,

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had a cup of coffee with us, sort of jolly in himself,

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making jokes, making us feel at ease.

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And, as well as making the couple feel comfortable,

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the roofer seemed a very thorough.

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He was going to take off their solar panels,

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then remove the whole roof covering.

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The repairs would include new roof felt, battens and tiles,

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and the contractor would then put the solar panels back safely in place.

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How did the price compare with all the other prices that you had?

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It was about £1,000-£500 cheaper.

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OK. Now, what about the payment schedule?

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Did he ask for any money upfront?

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Not at first, no.

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-He didn't ask for a deposit?

-No, not at all, no.

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Gave us a figure of £3,750, which we were quite happy with.

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-That's a pretty reasonable price.

-Not bad, yeah.

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Did he stick to this process or did it change?

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It changed, very slightly,

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cos obviously being Christmas he said to us, "It is a very large job, Kim,

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"all I need is a little bit of money upfront for materials."

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-That old chestnut again.

-Exactly.

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Kim had done things correctly.

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She'd got several quotes and then gone for what looked like

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the best price with Russell Lloyd and his company.

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Kim had then got a contract and agreed a work schedule -

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another golden rule.

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But she couldn't have foreseen then what was going to happen

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when the builders began work in December, 2013.

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Everything was fine, the guys started work for us.

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Three or four of the men came down, obviously with him,

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and he disappeared and scaffolders put scaffolding up and everything.

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-So he didn't actually do any work?

-No.

-Right.

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-So he was the man in the suit?

-Yeah.

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-And he had four men working.

-Yeah.

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-So they stripped it all off?

-Yeah.

-Was the weather good?

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No, it wasn't. It was bad, yeah.

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So they tried to put the roof on in the bad weather.

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Did they take the battens and felt off and put new felt and battens on?

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They didn't, they actually put new felt over the actual old felt,

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-and ripped all the felt inside the roof.

-No.

-Yeah.

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What about the battens, then?

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-Did they change them? No?

-No, no.

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Ah, now we have a slight... Now we have a different story altogether.

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Did you get the local building inspector involved?

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Not until afterwards, not until actually afterwards.

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-Cos you weren't aware?

-No, we didn't realise.

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Because they didn't initially inspect the work,

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Kim and her husband didn't realise the roof hadn't been stripped back

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and had all the parts replaced

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until the evening after the workmen had finished.

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When they did realise,

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it was obvious that the work was completely unsound.

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Well, I was actually coming home one evening from work

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and I could see the solar panels on the roof didn't look quite straight.

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So my husband went and had a look on the actual roof itself

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and we have actually got a picture of Steve

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where he's got his hand underneath the panel just lifting it up.

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Not only did the solar panels look wrong,

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the new roof was leaking badly into their back bedroom.

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Going to bed and thinking to yourself,

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looking at the ceiling, it could collapse any minute now,

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and so frightened we had to sleep in the front room

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over Christmas, we couldn't sleep in the bedrooms upstairs.

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It was awful, absolutely horrendous for us. Absolutely horrendous.

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'By December the 30th, when a text from Lloyd made Kim realise

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'he wasn't coming back, she busied herself collecting evidence,

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'taking pictures of his work.'

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Oh, yes.

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-Yes, that does look unattractive, doesn't it?

-Exactly.

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Where this has all fell down is because they did it in poor weather.

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-Yeah.

-But they could have got round this by putting a temporary

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scaffold higher, and then tarping over the top of that,

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so that you would have had what we call a temporary roof

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to cover this while you're doing it.

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-So, here we have the solar.

-We do indeed.

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When they took the actual solar panels off, what they actually did,

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they cut all the actual wires, they didn't put it back properly.

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They only plug into each other, that's what they do.

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It's a simple junction, they plug in so you link them altogether.

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-Yeah, they just cut all the wires.

-They cut them?

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-That would have been a difficult one to resolve, that.

-Exactly.

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Did you try and contact the contractor and say, you know, "What's going on?"

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Yeah, we tried contacting them several times by phone and by e-mail,

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text messages, everything, and we got a couple of responses back from them.

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As far as they were aware, the work's been done,

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basically go away, stop contacting us.

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-Did you write to them?

-We did write to them, yes.

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Me and my husband actually wrote to them,

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gave them 14 days' confirmation to return back to us.

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Not once did they come back to us.

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To add insult to injury, the scaffolders who worked on the house

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were also hassling Kim, claiming that Russell Lloyd hadn't paid them.

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It seemed that Mr Lloyd had become elusive,

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and after he'd been paid for the work on Kim's house

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he just wasn't interested in putting it right.

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She had no option but to call in help in the form

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of Trading Standards and the local building inspector's office.

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So, when you got the building inspector involved,

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did he come round and have a look at it and make an appraisal?

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He came down, had an appraisal, looked at the whole situation,

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everything else, and got a new company in to fix it for us, yeah.

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The new company had to completely strip Kim's roof

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and use new felt, tiles and battens to get it back in shape,

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totalling £4,100.

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In addition, they were able to show Kim that the wires

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to her solar panels had been cut,

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and she had to find an extra £600 to put that right.

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On top of the original £3,750 price,

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that makes a grand total of £8,450.

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You know, don't feel bad, because you've been a victim,

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there are a lot of people who have been victims.

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I always try to say to people,

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there's only one real bad mistake you can make,

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and that's one that you don't learn from,

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and I think you've learned from this.

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Oh, look, we all get tearful.

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Let me give you a cuddle, it's all right, don't worry.

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I know he's taken...

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He's run off with some of your pension fund,

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but, you know, you've got the roof back in place, OK,

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and it's an experience that you can put behind you.

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And, hopefully, he might surface somewhere

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and then, you know, the authorities can take him to task

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for the misery he's causing people.

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Just the fact that you feel so stupid...

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No, that's what I'm trying to say, listen, it happens to everyone.

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It's happened to me.

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You know, I've been taken advantage of

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by not preparing properly and taking someone's recommendation,

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and when they did the work it wasn't good enough.

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Anyone can be taken advantage of,

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and my team were interested to find that Kim Waxman

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wasn't the only victim of Russell Lloyd's ropey roofing.

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We'll discover later how Michael Clarke fell foul of Lloyd

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after handing over £7,500 for a new roof.

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We counted 65 places where the roof was leaking.

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While some contractors seem to take what they can

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from their customers and leave very little in return,

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others go above and beyond to do an amazing job,

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like David Myers.

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He is a tree surgeon and today he's been called out to deal

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with a dangerous and very large beech tree.

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Every year, at least five people are killed in the UK

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by falling trees and branches.

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Tree branches can also knock titles of your roof

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and their roots can seriously damage the foundations of your house.

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It's something home owner Eric Briggs knows all about,

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thanks to the 80-foot tree in his front garden.

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Over the course of time, the retaining wall

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that was stood behind here, that started failing,

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the foundations were failing due to the roots

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and the whole area here was sinking,

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and potentially a problem with the house, as well, at some points.

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His Stockport home is on a main route into town

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and his dangerous tree has been causing concern.

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When Hurricane Bertha or the remnants of it came through in August,

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we had a major limb come down, it crashed into the roof

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and since then we've had a new roof, so we thought

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maybe it's time now, we have to get rid of the tree, it has to go.

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It's taken months to get everything in order

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to finally get rid of the tree threatening Eric's home.

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It was subject to a tree preservation order,

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meaning he needed permission from the local council to cut it down.

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And the day has finally arrived.

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For tree surgeon David Myers, it's back to basics -

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expert knowledge and strong arms.

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It is very tiring on your body.

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I started in the industry when I was 17 and they told me

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I'd last till I was 25, 30 maximum.

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I'm 41 now, so I've not done so badly.

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It's a bit of a standing joke, really,

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but I do feel it some nights when I get home.

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As a former European pole climbing champion,

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this tree climber still has the knack.

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If you see any arborist or tree surgeon, they're triangular,

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upside down - they have a very thickset upper body

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which is where a lot of your strength is needed,

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and then, lower down, your legs aren't as powerful.

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But it's not just about David's skill.

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Planning the removal of a tree this size on a busy road

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is a very big deal.

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Right, so we're just getting set up now,

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we've got the crane down there, traffic management out.

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As you can see from up here, it's quite a big tree,

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but it's not very thick, and that's because

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it's been thinned excessively by a previous contractor.

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Because there's quite a lot of broken branches occurring

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because the weight is out on the ends of the branches.

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So when the wind comes they're swaying around

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and then they're breaking off.

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The excessive thinning has destabilised the tree

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and the potential for more falling branches has worried Eric for weeks.

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I'd hate to think what would happen

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if anybody was walking underneath, if something happened, if a limb

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fell then, especially as we've got a young family next door,

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a primary school across the road and, obviously,

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the parents and kids walking past quite frequently,

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so it's one of those things that's had to happen, I think.

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For David, this particular beech is far from a routine removal.

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It's a bit tricky, this one, because all the branches are twisted

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and there's no real form to the tree, which makes it easier.

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Especially if they're upright, it's a lot easier to lift them

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out in one, rather than them being tangled like they are.

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So we need to take our time in getting these branches out

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so we don't snap any.

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Because if we did we'd have an uncontrolled fall to the ground,

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which we don't want with all the people underneath

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and the property, as well.

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The job of removing the branches is planned with military precision.

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The crane operator needs to be in contact with those on the ground,

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who relay information to David, now nearly 70 feet up in the tree.

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Just tell him to send it back up again then and bring it down,

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because the shackles caught up.

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We'll get these cleared, you see, then it will be easier.

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Keep going down, over.

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Need another three feet, over.

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OK.

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Find out later if David manages to remove the large

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and dangerous tree, and if Eric's new roof will stay intact.

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OK, whoa, whoa, whoa! Down, down, down, down!

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Not every tradesman takes as much pride in their work.

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Some leave you realising they're not specialists at all.

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Back in Bristol, we discovered another disgruntled customer

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of Russell Lloyd's roofing company.

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Michael Clarke paid £7,500 for a new roof.

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The reason for doing the roof was that I discovered

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that there were seven leaks in the roof and it was starting

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to show in my daughter's ceilings.

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But my next-door neighbour also said that there was a leak coming

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through onto his side of the wall, so something had to be done.

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When Michael's late wife died two and a half years ago,

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she left an insurance policy and Michael felt

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that this would be just enough to cover the repairs.

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Michael ran into Russell Lloyd,

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who seemed to be doing a great job on a neighbour's property,

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and he arranged a meeting on the spot.

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He struck me as a rather cocky and pushy man.

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He was very full of self-confidence and he sold himself hard.

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I wouldn't normally like that, but I wasn't troubled

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because I thought I'd seen the quality of his work.

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The pair came up with an agreed timescale and price

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and Lloyd supplied Michael with a handwritten contract for £4,500.

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It was for new felt, battens, tiles and lead on the roof.

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There would be an additional £3,000 on top of that for extra work.

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The job started well but, after ten days when it wasn't finished,

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Michael began to feel very uneasy.

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After two weeks I went up onto the roof to have a look

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at what had been done, and it was pretty horrifying.

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By that stage he'd started introducing other men to the job,

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and I assumed that these were men who were skilled roofers.

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But, in fact, when I looked at the work the felt had been laid

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very poorly, the battens had been laid very carelessly,

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and I asked him to do them again.

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He said he would. He was very pleasant,

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he was very courteous, he said he'd redo it at his own cost.

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Somewhat reassured, Michael left Lloyd to finish the work.

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But, a week later, Lloyd started complaining about ill health

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and took time off, saying he needed heart surgery.

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The first rainfall occurred, and when I went into the loft

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I discovered the roof was leaking in at least a dozen places.

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I called his partner to have a look at the work

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and, together, we counted 65 places where the roof was leaking.

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Flabbergasted, Michael contacted Lloyd again,

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who said he needed at least two weeks to recover from his operation.

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Michael gave him that time,

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and, in fact, he was never to meet him again.

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So no tiling had been done, no lead work had been done

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and, of course, the felting was leaking in 65 places.

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Michael began chasing Lloyd,

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but when he did some online research he discovered that the roofer

0:17:560:17:59

had numerous complaints and a poor health and safety record.

0:17:590:18:03

He was forced to find another company

0:18:040:18:06

to repair his badly botched roof.

0:18:060:18:10

The initial quote was £4,500.

0:18:100:18:12

But, including the additional work that I paid the contractor to do,

0:18:120:18:16

I ended up paying about £7,500.

0:18:160:18:19

To get the work done properly cost £12,000

0:18:190:18:22

on top of what I'd already paid.

0:18:220:18:25

So, having thought initially I could get a cheap job for £4,500,

0:18:250:18:30

I ended up paying nearly £20,000.

0:18:300:18:33

When I look back, I can't believe how silly I was.

0:18:340:18:38

Michael and Kim both said the same thing -

0:18:390:18:42

Russell Lloyd left them feeling foolish, but it wasn't their fault.

0:18:420:18:46

Back at Kim's house, I've come to have a look at the new roof

0:18:480:18:51

she had to put on to rectify the work done by Lloyd and his firm.

0:18:510:18:55

We had another company come in and, as you can see,

0:18:560:18:59

the actual roof now is absolutely fantastic.

0:18:590:19:02

The solar panels are back on now

0:19:020:19:04

and the house is so hot it's unbelievable.

0:19:040:19:07

In the end we had a good job done for us by the new company, so, yeah, well pleased now.

0:19:070:19:11

You had to write off the first people's money completely,

0:19:120:19:15

so how much has the roof cost you in total, roughly?

0:19:150:19:18

It's about 8,500 in total.

0:19:180:19:21

-And a large chunk of that was your...?

-My pension money, yeah.

0:19:210:19:24

I had to sort of dip into that and, obviously,

0:19:240:19:27

the second time around I had to put some funds towards it myself, yeah.

0:19:270:19:31

We can't let him get away with it,

0:19:310:19:33

so we've been in touch with the Health And Safety Executive

0:19:330:19:36

and he's got three convictions for bad practice -

0:19:360:19:39

one of his employees, I think, fell off a scaffold or through

0:19:390:19:42

the roof where it was dangerous -

0:19:420:19:44

and he was also banned for two years from being a director,

0:19:440:19:48

so he might be in contravention of his conditions.

0:19:480:19:52

Lloyd's two-year ban started in February, 2013.

0:19:520:19:56

But, although the company who carried out the work for Kim

0:19:560:19:59

and Michael carried his name, he was not a director of it.

0:19:590:20:03

But, with so many marks against him for unsafe practices,

0:20:030:20:06

it's amazing he's still working in the trade at all.

0:20:060:20:10

So we know now that he's done this to other people, you're not unique.

0:20:100:20:13

-No.

-So we've got to try and bring a stop to this.

-Brilliant.

0:20:130:20:16

You get in touch with HSCE, and go that way round,

0:20:160:20:18

and we'll try it this way round,

0:20:180:20:20

-and see if we can do a pincer movement on him.

-Exactly, yes.

0:20:200:20:22

-It all helps, doesn't it?

-Yeah, well, don't worry.

0:20:220:20:24

-Thank you.

-Don't worry.

-Thank you.

0:20:240:20:26

-It's all right up there now.

-Absolutely, yes.

0:20:260:20:28

So what can we learn from Kim and Michael's mistakes?

0:20:300:20:33

Always check out your tradespeople before employing them.

0:20:330:20:37

You can do pretty thorough checks online.

0:20:370:20:40

Even a quick search on their name

0:20:400:20:42

should bring up any complaints from any other customers.

0:20:420:20:45

Don't pay upfront even if it's a small job.

0:20:460:20:49

Pay in stages, when each bit of the work is done

0:20:490:20:52

to your satisfaction.

0:20:520:20:54

Even if the work is difficult to get to - like on your roof -

0:20:540:20:58

do make sure you check the work

0:20:580:21:00

that's being done yourself.

0:21:000:21:01

If you're concerned, speak out.

0:21:010:21:03

And if you ever think people aren't working safely

0:21:050:21:08

on your property, get in touch with the Health and Safety Executive.

0:21:080:21:12

Over in Greater Manchester,

0:21:190:21:22

locksmith Chris Walker has been called out by a worried pensioner.

0:21:220:21:25

-It's Chris come to do a job for you, yeah?

-That's right.

0:21:250:21:28

Which... This one, and...

0:21:280:21:30

-The one round...

-The back one.

0:21:300:21:32

Have you got the key for this?

0:21:320:21:34

-There.

-Right.

0:21:340:21:36

Right, no problem. Is the key in the other one?

0:21:360:21:38

-I've just got it on the...

-Right, no problem. That's fine.

0:21:380:21:41

George Clark has called Chris out to change his locks

0:21:440:21:48

after an incident the day before

0:21:480:21:49

left him feeling very vulnerable.

0:21:490:21:52

I was in the local library yesterday doing a bit of family history,

0:21:520:21:56

and my car was in the car park.

0:21:560:21:58

I put my coat on the chair

0:21:580:22:00

while I was looking at the film reader,

0:22:000:22:03

just went to do something else,

0:22:030:22:05

went back, got my coat,

0:22:050:22:06

put my hands in my pockets,

0:22:060:22:08

my keys had gone.

0:22:080:22:09

Got outside, the car had gone.

0:22:090:22:11

Anyway, they've got it on camera.

0:22:110:22:13

And they see the fellow... put his hand in my pocket,

0:22:130:22:17

get the keys and go out.

0:22:170:22:20

And losing his trusty car has scuppered George's plans for the weekend.

0:22:220:22:25

Gutted, really. It's, er...

0:22:280:22:29

It's just the inconvenience, really.

0:22:300:22:32

His house keys were also on the bunch stolen,

0:22:330:22:36

so it's left the 84-year-old in fear that his home may now

0:22:360:22:40

be the target for burglars.

0:22:400:22:41

I don't think there's anything in the car that would indicate

0:22:410:22:44

where this house was,

0:22:440:22:46

but you never know.

0:22:460:22:47

There might've been something there

0:22:470:22:49

and you don't want to leave it to chance.

0:22:490:22:52

As a locksmith with 16 years' experience,

0:22:530:22:56

it's only a matter of minutes before Chris has changed the first lock.

0:22:560:22:59

Three new keys for that one.

0:22:590:23:02

You'll have the same to the side door when I've done that one.

0:23:020:23:05

If the customer hasn't got a key then we have to be a little bit longer,

0:23:050:23:09

because I'd have to actually open them

0:23:090:23:11

to get the cylinders out.

0:23:110:23:13

But if the customer's got a set of keys,

0:23:130:23:15

it's only a couple of minutes a door.

0:23:150:23:17

-Right, that's one done, so we're all done now.

-Right.

0:23:170:23:20

Three keys for that one.

0:23:200:23:22

I'll just get your key rings out of the back of the car,

0:23:220:23:25

and I'll sort your receipt out for you.

0:23:250:23:28

OK, then, sir?

0:23:280:23:29

New door locks can cost around £40, but you'll pay extra

0:23:300:23:34

for the locksmith's call-out charge or labour.

0:23:340:23:36

But, whatever the charge,

0:23:360:23:38

feeling safe in your home is priceless.

0:23:380:23:41

I feel a lot more confident now.

0:23:410:23:43

Happier now the locks have been changed.

0:23:430:23:46

He could have a bit of peace of mind now for the weekend, at least,

0:23:460:23:48

that his house is secure.

0:23:480:23:50

Hopefully, he gets his car back.

0:23:500:23:52

See you later.

0:23:520:23:53

Down, down, down.

0:24:040:24:05

Keep going down.

0:24:050:24:07

Go, go, go.

0:24:070:24:09

Back in Stockport,

0:24:090:24:10

Eric Briggs is concerned about the safety of this house

0:24:100:24:13

because of a huge 80-foot beech tree

0:24:130:24:15

shedding branches onto his roof.

0:24:150:24:18

So tree surgeon David Myers is cutting the whole thing down.

0:24:180:24:21

But sawing through the branches is just half the job.

0:24:300:24:34

The team now have to get them safely to the ground.

0:24:340:24:36

There we go, so the first one's out.

0:24:360:24:38

My aim now is to clear the section here, all the way up,

0:24:380:24:41

and then I can get good communication lines with the driver

0:24:410:24:44

while the lads deal with that.

0:24:440:24:46

The first branches are safely down to the ground,

0:24:480:24:50

but it's going to be a long day for David.

0:24:500:24:53

Can I catch it? Yes, I can!

0:24:530:24:55

Just as well he likes his work!

0:24:560:24:59

A little boy's dream, this job.

0:24:590:25:01

OK, take up the tension.

0:25:010:25:03

Got to make sure there's enough on it. OK.

0:25:030:25:06

That's good.

0:25:060:25:07

The key is getting a good driver, as well.

0:25:070:25:10

If you put too much tension on,

0:25:100:25:12

it'll end up flying out of the tree

0:25:120:25:15

and overloading.

0:25:150:25:16

OK. Let's go again.

0:25:170:25:19

STARTS CHAINSAW

0:25:190:25:21

And down on the ground,

0:25:270:25:29

the team are making light work of chopping up

0:25:290:25:31

the tree's massive branches.

0:25:310:25:33

This timber goes to one of the companies

0:25:330:25:35

who we supply on a regular basis.

0:25:350:25:38

They do firewood and they do coal,

0:25:380:25:40

so they will now convert it into logs,

0:25:400:25:43

stack it over the winter to let it dry,

0:25:430:25:45

and next summer it'll go out to customers

0:25:450:25:47

all over the south Manchester area.

0:25:470:25:49

David's tree-surgeon team have hit their stride,

0:25:490:25:52

and the huge beech tree's branches

0:25:520:25:54

are coming down quickly and methodically.

0:25:540:25:58

Specialist work like this really needs to be done by an expert.

0:26:040:26:08

If you're hiring a tree surgeon,

0:26:090:26:11

look for one who is ARB approved,

0:26:110:26:13

carrying the Arboricultural Association mark.

0:26:130:26:16

Check with your local authority

0:26:160:26:18

if your tree has a preservation order on it,

0:26:180:26:20

or if you need permission to remove it.

0:26:200:26:22

The cost of taking down a tree this size

0:26:220:26:24

can be anything from £600-£3,000,

0:26:240:26:29

depending on where you live,

0:26:290:26:31

the type of tree,

0:26:310:26:32

and the equipment needed.

0:26:320:26:34

A few little problems at the end.

0:26:360:26:38

Just getting a bit too tired for the job, really.

0:26:380:26:41

It's been an exhausting job,

0:26:410:26:43

taking David's team more than three hours

0:26:430:26:46

to fell the large beech tree.

0:26:460:26:48

It's gone very well indeed.

0:26:480:26:50

The lads have done a great job, the communication's been good...

0:26:500:26:53

We did have some interference on the intercoms, erm...

0:26:530:26:55

slightly frustrating, you know.

0:26:550:26:57

That's my only grumble of the day, really.

0:26:570:26:59

That, and a sore arm.

0:26:590:27:01

Homeowner Eric is more than happy.

0:27:020:27:03

As instructed, David's left a 12-foot stump

0:27:030:27:07

intact for him, because his wife wants to have it carved.

0:27:070:27:10

Final designs to be agreed yet, but she's got her eyes

0:27:110:27:13

on something like a Hobbit house, or something like that.

0:27:130:27:17

So... Not one of the owls

0:27:170:27:18

like everybody else has got, so, hopefully in the new year,

0:27:180:27:21

things permitting, we'll get something sorted, and get it carved.

0:27:210:27:25

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

0:27:330:27:36

Whether it's an emergency in our own home,

0:27:360:27:38

or falling foul of rogue workmanship.

0:27:380:27:41

So, follow my top tips,

0:27:410:27:43

and, hopefully, it'll be home sweet home.

0:27:430:27:45

We put both Kim and Michael's experiences to Russell Lloyd,

0:27:470:27:51

but he has not responded.

0:27:510:27:53

We also spoke to the Health And Safety Executive

0:27:550:27:58

who are keen to hear from both customers

0:27:580:28:00

if they witnessed unsafe working practices.

0:28:000:28:03

Tommy meets two victims of the same rogue roofer. Both were left feeling ripped off after he took all their money but left them with leaking and shoddy roofs.

A tree surgeon comes to the rescue when Eric's giant beech tree puts his house - and people's lives - at risk.