0:00:01 > 0:00:03I've been battling for consumer rights for years
0:00:03 > 0:00:06but it seems some companies are still not getting the message.
0:00:06 > 0:00:09Customers who are technically paying your wages
0:00:09 > 0:00:11and keeping your company afloat.
0:00:11 > 0:00:14Day in, day out - thousands of you are being taken for a ride
0:00:14 > 0:00:16and it's always the same old things.
0:00:16 > 0:00:20Shoddy products, the small print and bad customer service.
0:00:20 > 0:00:24Customer service is really important and actually, if a company's good, I'll go back.
0:00:24 > 0:00:28Too right. But some firms are driving you barmy,
0:00:28 > 0:00:32causing you sleepless nights and making you feel like you're the one to blame.
0:00:32 > 0:00:34Don't despair, because I'll take them on
0:00:34 > 0:00:36to make sure you don't get done.
0:00:56 > 0:00:58And coming up on today's show -
0:00:58 > 0:01:01when the thrill of moving into a spanking new home
0:01:01 > 0:01:04turns into a damp squib.
0:01:04 > 0:01:05Look at that, I can see all down there.
0:01:05 > 0:01:07When we had snow on the ground,
0:01:07 > 0:01:11we had puddles that would pretty much take up the whole of the window sill.
0:01:11 > 0:01:16An industry insider gives us the low-down on the roofing business.
0:01:16 > 0:01:19In the end, we had to take the whole roof off and start again
0:01:19 > 0:01:21because of bad workmanship.
0:01:22 > 0:01:25My team hits the streets to see if we can help you get a grip
0:01:25 > 0:01:27on your consumer rights.
0:01:27 > 0:01:29Oh no, I'm doing really badly.
0:01:34 > 0:01:38If you've got a problem with your mobile phone, where would you go?
0:01:38 > 0:01:41A mobile phone shop.
0:01:41 > 0:01:45If you've got a problem with your car, you go to a garage!
0:01:47 > 0:01:51But if you've bought a new house and you've got a problem,
0:01:51 > 0:01:52who would you turn to then?
0:01:55 > 0:01:59And that's the position fraud analyst Russ Shepherd found himself in
0:01:59 > 0:02:01after he took the plunge in 2009
0:02:01 > 0:02:04and bought his very own brand-new flat in Essex.
0:02:06 > 0:02:08It was a bit scary but very exciting at the same time.
0:02:08 > 0:02:11I was looking forward to having my own space.
0:02:11 > 0:02:14I'm a keen cricketer and the cricket pitch
0:02:14 > 0:02:17was literally on the doorstep and it was just ideal for me.
0:02:17 > 0:02:21Once the ball got rolling, I just really couldn't wait to move in.
0:02:21 > 0:02:23For the first month after he'd moved in,
0:02:23 > 0:02:26his new-build flat was everything he'd hoped for
0:02:26 > 0:02:28but as the winter took hold,
0:02:28 > 0:02:31he came across something that looked more than just a teething problem.
0:02:33 > 0:02:36At first, it was just a small amount of condensation
0:02:36 > 0:02:39just around the windows, but more than just a misting.
0:02:39 > 0:02:43There were beads of water and as that winter got colder,
0:02:43 > 0:02:46puddles were forming on the windowsills.
0:02:46 > 0:02:49Russ raised the issue with the housebuilding company,
0:02:49 > 0:02:52Country and Metropolitan, known as C&M Homes,
0:02:52 > 0:02:54that had built his block of 10 flats.
0:02:54 > 0:02:57They said the property would need to dry out.
0:02:57 > 0:03:00It was explained to us that in the building process,
0:03:00 > 0:03:02a lot of moisture goes in with the cement,
0:03:02 > 0:03:04in with paint and plaster.
0:03:04 > 0:03:07If there's any wood involved, that takes time to dry out.
0:03:07 > 0:03:10That all sounded perfectly reasonable to Russ,
0:03:10 > 0:03:12and at first he wasn't too worried.
0:03:12 > 0:03:16After all, C&M Homes were guaranteed to sort out any defects
0:03:16 > 0:03:19during the first two years of his occupation.
0:03:19 > 0:03:23Surely, this condensation problem would be sorted out long before that.
0:03:26 > 0:03:27Over the summer months,
0:03:27 > 0:03:32Russ was able to enjoy his flat without fear of condensation.
0:03:32 > 0:03:34But when winter came around again
0:03:34 > 0:03:37and the warm air inside the flat hit the cold window,
0:03:37 > 0:03:39puddles of water appeared on the windowsills
0:03:39 > 0:03:42and to make matters worse...
0:03:42 > 0:03:45By this point, there was noticeable mould around the window surrounds
0:03:45 > 0:03:48and even damage to the plasterboard.
0:03:48 > 0:03:51For those of you who have never suffered from severe condensation,
0:03:51 > 0:03:54let me tell you, it's no joke.
0:03:54 > 0:03:57Far from being just an unsightly mess,
0:03:57 > 0:04:01excessive dampness and mould can be a serious threat to your health
0:04:01 > 0:04:04and lead to all sorts of breathing and allergy problems.
0:04:06 > 0:04:10It needs to get sorted and Russ was determined to do just that
0:04:10 > 0:04:13and get some action on this problem from C&M Homes.
0:04:13 > 0:04:17They advised they were going to get an expert to come in and take a look
0:04:17 > 0:04:20at why we were getting this and what we could do to resolve it.
0:04:20 > 0:04:23The expert went into a number of flats in the block
0:04:23 > 0:04:26to take temperature and humidity readings
0:04:26 > 0:04:29because several of Russ's neighbours had exactly the same problem.
0:04:29 > 0:04:34His report came back and said that the building was damp
0:04:34 > 0:04:37and this was why we were experiencing high levels of condensation.
0:04:37 > 0:04:41He recommended that we were all supplied with dehumidifiers
0:04:41 > 0:04:46and to run them - it would have been December 2010,
0:04:46 > 0:04:49that we run them for up to eight hours a day
0:04:49 > 0:04:52until the following May - until May 2011.
0:04:52 > 0:04:54But Russ had been running his own dehumidifier
0:04:54 > 0:04:58without seeing any great improvement in the condensation
0:04:58 > 0:05:00and he wasn't prepared to go the extra expense
0:05:00 > 0:05:05of running one of their machines up to eight hours a day without a guaranteed result.
0:05:05 > 0:05:09Russ and his fellow residents were losing patience.
0:05:09 > 0:05:12We all felt that perhaps at this point,
0:05:12 > 0:05:15the dehumidifier wasn't the way forward.
0:05:15 > 0:05:19We felt it was a way of alleviating the symptoms
0:05:19 > 0:05:21rather than looking at the cause,
0:05:21 > 0:05:23which by this point we firmly believed was with the windows.
0:05:23 > 0:05:28In December 2011, when the condensation inevitably overflowed
0:05:28 > 0:05:32covering Russ's windowsills, he contacted C&M Homes again.
0:05:33 > 0:05:38I was met with quite a curt response that they'd looked into it,
0:05:38 > 0:05:42their expert had given his opinion and they accused me
0:05:42 > 0:05:44of not following the expert's instructions.
0:05:44 > 0:05:48They weren't prepared to do any more with the matter.
0:05:48 > 0:05:51I felt at that point I had exhausted every avenue I had
0:05:51 > 0:05:54and was just being met with a stonewall.
0:05:54 > 0:05:57Well, stonewall or not, I think it's time I went to meet Russ
0:05:57 > 0:06:00to see for myself just what's got him so steamed up.
0:06:02 > 0:06:06Southend on Sea. My old stomping ground, grew up round here.
0:06:06 > 0:06:08Right, this is the place.
0:06:10 > 0:06:14- Hello.- Is that Russ?- Yeah, hi. - Hi, Russ, it's Dominic.
0:06:14 > 0:06:16- Hi, Dom, come up.- Thanks, mate.
0:06:18 > 0:06:20- Hello, Russ. - Hi, Dom, nice to meet you.
0:06:20 > 0:06:22Nice to meet you too.
0:06:22 > 0:06:24Right, condensation? How bad a problem is it?
0:06:24 > 0:06:27- It's big.- Want to show me? - Yeah, come in.
0:06:30 > 0:06:33- This is the worst affected room. - OK.
0:06:33 > 0:06:36As you can see today, there's condensation on the window.
0:06:36 > 0:06:39Crikey, that's a lot of water, isn't it? Is it there every single day?
0:06:39 > 0:06:40Not every single day.
0:06:40 > 0:06:44As soon as it gets cool outside, we get the water on the windows.
0:06:44 > 0:06:49Looking around here, I can see traces where you've had and still do have mould.
0:06:49 > 0:06:51- Very cold, isn't it?- Very cold.
0:06:51 > 0:06:54That's on the inside, of course. It shouldn't be that cold.
0:06:54 > 0:06:58No, and that's something I've been pushing,
0:06:58 > 0:07:01- saying we shouldn't get this level of coldness inside.- No.
0:07:01 > 0:07:05Too right, Russ, because double glazing should be warmer on the inside than the outside
0:07:05 > 0:07:09to stop that cosy moist air inside your home
0:07:09 > 0:07:13turning into condensation when it comes into contact with your window.
0:07:13 > 0:07:16It's basic common sense, Russ.
0:07:16 > 0:07:18This is probably the worst window in the flat.
0:07:18 > 0:07:20There's a lot more moisture on that one.
0:07:20 > 0:07:22Look at that, I can see all down there.
0:07:22 > 0:07:24Is it like that every single morning?
0:07:24 > 0:07:27When it's cold, yes. This isn't particularly bad.
0:07:27 > 0:07:30When we had snow on the ground, we had puddles
0:07:30 > 0:07:33that would pretty much take up the whole of the window sill.
0:07:33 > 0:07:36- Is that what these rags are here for?- That's what the rags are for.
0:07:36 > 0:07:40- So how often are you mopping it then?- You're probably talking two or three times a day.
0:07:40 > 0:07:44- I know you're getting married soon because you said that in your email.- Yes.
0:07:44 > 0:07:46How's the missus with all your moaning and groaning?
0:07:46 > 0:07:49- Why don't you come and ask her yourself?- Is she there? - She's here.- OK.
0:07:49 > 0:07:52I'm very glad to have the chance to meet Russ's fiancee, Rachel,
0:07:52 > 0:07:55who moved into the flat in June 2011.
0:07:55 > 0:07:58I want to get her take on the situation.
0:07:58 > 0:08:02- Hi, Rachel. Good to meet you. Are you all right?- Yes, good.
0:08:02 > 0:08:05- Crikey, talk about a damp problem, eh?- I know, it's horrible, isn't it?
0:08:05 > 0:08:10- I hear you're getting married soon. - Yes, three weeks.- Crikey, very soon.
0:08:10 > 0:08:11- Excited?- Yes, very.
0:08:11 > 0:08:14What's he like in the morning when there's condensation?
0:08:14 > 0:08:15Very grumpy.
0:08:15 > 0:08:17- Don't want to mess with him. - Really, that bad?
0:08:17 > 0:08:20Got three weeks to have second thoughts,
0:08:20 > 0:08:22- you know that? - Don't give her any ideas.
0:08:22 > 0:08:24I'm only joking, Russ, honestly.
0:08:24 > 0:08:26I'm not trying to put a dampener on your wedding here.
0:08:26 > 0:08:29Joking aside, it must be bothering you as well, isn't it?
0:08:29 > 0:08:33It's just not very nice to have, to look at and know that it's there.
0:08:33 > 0:08:35It's disgusting, really.
0:08:35 > 0:08:38Now, the housebuilder C&M Homes told Russ
0:08:38 > 0:08:41that a new build can take time to dry out from the moisture
0:08:41 > 0:08:43that's part of the building process.
0:08:43 > 0:08:46Although I'd have to agree with that,
0:08:46 > 0:08:50the building was completed in 2008 so come on, guys.
0:08:50 > 0:08:52Four years down the line and the windowsill's
0:08:52 > 0:08:55still swimming in water?
0:08:55 > 0:08:57I'll be honest, it sounds a little bit like someone
0:08:57 > 0:08:58was trying to fob you off a bit.
0:08:58 > 0:09:02That's what we felt like. That's when I took matters into my own hands.
0:09:02 > 0:09:05I bought a small infra-red thermometer
0:09:05 > 0:09:09to measure the window temperatures.
0:09:09 > 0:09:11They felt really cold to the touch
0:09:11 > 0:09:13and I was measuring the temperature of the windows,
0:09:13 > 0:09:15making a note of the inside temperature and humidity.
0:09:15 > 0:09:18I did it over the course of two weeks and supplied those figures
0:09:18 > 0:09:21to C&M Homes and their expert.
0:09:21 > 0:09:25Russ's figures showed that the temperature on the inside of the windows
0:09:25 > 0:09:28was virtually the same as it was on the outside
0:09:28 > 0:09:32so it seemed the double glazing was not doing its job.
0:09:32 > 0:09:33What did they say?
0:09:33 > 0:09:37They said they would look at them but I never got any feedback.
0:09:37 > 0:09:42Russ felt frustrated that C&M gave his research the cold shoulder.
0:09:42 > 0:09:45I was presenting evidence which I believed was valid
0:09:45 > 0:09:48and at least worth looking into.
0:09:48 > 0:09:50I firmly believed the cause of the problem
0:09:50 > 0:09:53was the window frames getting cold.
0:09:53 > 0:09:56But C&M weren't budging from their original take.
0:09:56 > 0:09:59It was again blamed on the dampness in the building
0:09:59 > 0:10:01that needed to be released.
0:10:01 > 0:10:04Are you aware of anybody else here who's got the issue?
0:10:04 > 0:10:08Yeah, there are a number of our neighbours who have the same problem.
0:10:08 > 0:10:10One of those neighbours is Hannah Green
0:10:10 > 0:10:12who lives one floor up from Russ
0:10:12 > 0:10:14and was pregnant when she and her partner moved in.
0:10:14 > 0:10:17The bacteria and mould growing on the mastic
0:10:17 > 0:10:19was becoming just horrible.
0:10:19 > 0:10:20Horrible to look at
0:10:20 > 0:10:24and bearing in mind I was due to have a baby in the December,
0:10:24 > 0:10:28it was becoming quite a worrying thought because we didn't want
0:10:28 > 0:10:32spores in the air to bring our newborn baby home to.
0:10:32 > 0:10:34And with a newborn baby, surely there's enough to mop up
0:10:34 > 0:10:37without worrying about your windowsills.
0:10:37 > 0:10:39As poor old Russ knows only too well,
0:10:39 > 0:10:41the soggy mess never seems to go away.
0:10:41 > 0:10:45You're having to mop up puddles of condensation.
0:10:45 > 0:10:50It's not something you think you should be doing with any property,
0:10:50 > 0:10:52let alone a brand new property,
0:10:52 > 0:10:54and it's over two years since I moved in,
0:10:54 > 0:10:57but I still consider it a new property.
0:10:57 > 0:11:01Russ and Rachel's flat is only one in a block of 10
0:11:01 > 0:11:03so it's time to go outside and get a grasp
0:11:03 > 0:11:06of just how big this problem could be.
0:11:08 > 0:11:11Right, let's get in the bike shed here, keep dry, shall we?
0:11:11 > 0:11:14Right, that's your block.
0:11:14 > 0:11:16Have you got a rough idea how many there are?
0:11:16 > 0:11:19I think there are about 60 windows in total.
0:11:19 > 0:11:22Right, how many of your neighbours might have the same problem?
0:11:22 > 0:11:23I would say at least four or five.
0:11:23 > 0:11:25I tell you what I'd like you to do, Russ.
0:11:25 > 0:11:27I think this is going to be very helpful.
0:11:27 > 0:11:29In your block,
0:11:29 > 0:11:32I'd like you to try and speak to as many of your neighbours as you can.
0:11:32 > 0:11:33OK.
0:11:33 > 0:11:37If they have got the same issue, can you try and get photographs -
0:11:37 > 0:11:41damp, condensation, mould.
0:11:41 > 0:11:43If they've got videos, anything else like that.
0:11:43 > 0:11:45The more you can give me,
0:11:45 > 0:11:48the more ammunition I've got to fight your case on your behalf.
0:11:48 > 0:11:50I'm going to get on to C&M Homes and say, right,
0:11:50 > 0:11:52this has been going on for over two years now.
0:11:52 > 0:11:55Let's pull your socks up and get this sorted out once and for all.
0:11:55 > 0:11:58- The problem does exist, get it sorted out.- OK.
0:11:58 > 0:12:01- I shall be in contact when I've got some news for you.- OK, thank you.
0:12:01 > 0:12:04- All right, mate. You take care. Cheers, Russ.- Cheers.
0:12:04 > 0:12:06I tell you what, there are properties being built
0:12:06 > 0:12:09as far as the eye can see on this development.
0:12:09 > 0:12:12Just imagine the headache for C&M Homes
0:12:12 > 0:12:16if this condensation issue crops up in every one of those buildings.
0:12:16 > 0:12:20Strewth, you wouldn't want to pick up that bill, would you?
0:12:21 > 0:12:23C&M Homes. They're a big company
0:12:23 > 0:12:27because I've already pulled up their website but let's see how they react
0:12:27 > 0:12:29to this problem that I'm going to present them with.
0:12:29 > 0:12:33'Just getting through to the right person in a big company
0:12:33 > 0:12:36'can often drive you mad before you even start.
0:12:36 > 0:12:39'Let's begin with customer services.' Good afternoon to you.
0:12:39 > 0:12:42My name's Dominic Littlewood, I'm calling from the BBC.
0:12:42 > 0:12:44I want to speak to somebody about a problem.
0:12:44 > 0:12:48I asked to speak to the person that Russ has been dealing with
0:12:48 > 0:12:51but I'm told he's out on site most of the time
0:12:51 > 0:12:53and not immediately contactable.
0:12:53 > 0:12:55So, back to customer services then.
0:12:55 > 0:12:58Would you be in a position to be able to tell me
0:12:58 > 0:13:01details about the ongoing problems with these houses?
0:13:01 > 0:13:03'The answer to that is no.
0:13:03 > 0:13:06'However, they assured me that if I email the details,
0:13:06 > 0:13:08'they will get back to me.
0:13:08 > 0:13:12'Hmm, let's see if we can push this up the ladder a bit.'
0:13:12 > 0:13:14While we're here on the phone,
0:13:14 > 0:13:18we always like to send details to the managing director or the CEO. Who would I address that to?
0:13:18 > 0:13:22'And three minutes later, it seems the boss's name and contact details
0:13:22 > 0:13:24'are nowhere to be found
0:13:24 > 0:13:27'and neither can they find anyone else for me to talk to.'
0:13:27 > 0:13:30Just before you ring off, can you just tell me who the MD is or the CEO?
0:13:30 > 0:13:34'It seems my question is impossible to answer
0:13:34 > 0:13:37'but apparently they're going to ring me back in two minutes.
0:13:37 > 0:13:39'OK, then.'
0:13:39 > 0:13:45Bye-bye. That person doesn't want their voice being used but when I said,
0:13:45 > 0:13:48"Who is the managing director, the CEO?" on two or three occasions,
0:13:48 > 0:13:52every single time she said, "I'm really busy, ring you back in two minutes."
0:13:52 > 0:13:55Did not want to answer the question.
0:13:55 > 0:13:57All my alarm bells right now are ringing.
0:13:57 > 0:14:00I've got a funny feeling this is going to be a tough case to crack.
0:14:01 > 0:14:03As I dive deeper for some answers,
0:14:03 > 0:14:06will I ever get a line through to C&M Homes?
0:14:06 > 0:14:09DIAL TONE
0:14:09 > 0:14:11She's rung off.
0:14:16 > 0:14:19Consumer law can be very confusing.
0:14:19 > 0:14:23You've got your Sales of Goods Act, Distance Selling,
0:14:23 > 0:14:26right to return - I could go on.
0:14:26 > 0:14:30Knowing just a few of these laws can save you not only money but a lot of hassle as well.
0:14:31 > 0:14:34My research team have been out on the streets armed with questions
0:14:34 > 0:14:36to put to you, the buying public,
0:14:36 > 0:14:39to find out if you know your consumer rights
0:14:39 > 0:14:41from your consumer wrongs.
0:14:45 > 0:14:49Today, we've hit the high street in our quest for spreading knowledge.
0:14:49 > 0:14:52The first question for you lot -
0:14:52 > 0:14:56You have several large bags of tree cuttings and soil from your garden
0:14:56 > 0:14:59which you pay a local builder to remove.
0:14:59 > 0:15:05You see them later emptied out on a patch of wasteland. Who is at fault?
0:15:05 > 0:15:07I think I'm at fault.
0:15:07 > 0:15:11Probably the builder would be at fault there, I think. Is that OK?
0:15:11 > 0:15:15- I think it's the builder at fault. - Me too, the builder.
0:15:15 > 0:15:18Two out of three of you are wrong.
0:15:18 > 0:15:20Why are you at fault?
0:15:20 > 0:15:24Well, it's not just you at fault. It's the builder as well.
0:15:24 > 0:15:26If the local council traces the rubbish to you
0:15:26 > 0:15:30and proves that you did not check the builder was licensed to dispose of waste,
0:15:30 > 0:15:35you could be fined up to £5,000 even if they can't locate the builder.
0:15:35 > 0:15:36Ouch.
0:15:36 > 0:15:39I think I've been in trouble for it before.
0:15:39 > 0:15:43Next, from dodgy fellas to typing errors -
0:15:43 > 0:15:47You see one night at a five-star hotel advertised for £200
0:15:47 > 0:15:51but underneath it offers two nights for £100.
0:15:51 > 0:15:54You call up to book the £100 deal but the company tell you
0:15:54 > 0:15:58that it was an error and refuse to give it to you at this price.
0:15:58 > 0:15:59Can they do this?
0:15:59 > 0:16:03- You should know that.- No, I think that's misrepresentation.
0:16:03 > 0:16:06They can't refuse to give it to you at this price.
0:16:06 > 0:16:11I would say not because it's against consumer rights.
0:16:11 > 0:16:16I think they can't do this because they've advertised it as such.
0:16:16 > 0:16:18All three of you are wrong.
0:16:18 > 0:16:21Oh no, I'm doing really badly.
0:16:21 > 0:16:23And you're not alone there, madam.
0:16:23 > 0:16:26If an advertised price is unintentionally incorrect,
0:16:26 > 0:16:28you do not have the right to get it at this price.
0:16:28 > 0:16:34However, if the seller is deliberately giving misleading prices, they can be prosecuted.
0:16:35 > 0:16:40Finally, from hotel type to price hike -
0:16:40 > 0:16:43You're out for a meal at a restaurant with friends.
0:16:43 > 0:16:46They order a bottle of wine and you ask for a jug of table water as well.
0:16:46 > 0:16:48The waiter says you'll be charged £1
0:16:48 > 0:16:51as the restaurant needs to cover their overheads, even for tap water.
0:16:51 > 0:16:52Can they do this?
0:16:52 > 0:16:54I think yes, absolutely they can do this.
0:16:54 > 0:16:57They are entitled to do this, it's their restaurant,
0:16:57 > 0:16:59they can charge what they want for what they sell.
0:16:59 > 0:17:01We reckon yes.
0:17:01 > 0:17:03I think they're in their rights.
0:17:03 > 0:17:05Come on, chaps. All three wrong again.
0:17:05 > 0:17:07Really?
0:17:07 > 0:17:11I am not joking because no, it's not even legal.
0:17:11 > 0:17:15New Home Office regulations mean from February 2011,
0:17:15 > 0:17:19all premises serving alcohol must offer free tap water.
0:17:19 > 0:17:23If they don't, it could invalidate their licence to serve alcohol.
0:17:24 > 0:17:28OK, so it's in place now? Good to know, good to know.
0:17:28 > 0:17:32It's my pleasure. OK, You lot. That wasn't so good.
0:17:32 > 0:17:34You need to brush up on your consumer rights
0:17:34 > 0:17:38because trust me, knowing them will stop you getting done.
0:17:45 > 0:17:50I've been wading my way through a serious case of condensation.
0:17:50 > 0:17:53Anti-fraud analyst Russ Shepherd has been living with puddles of water
0:17:53 > 0:17:58and growing mould since moving into his brand-new flat in Essex in 2009.
0:17:59 > 0:18:03His housebuilder, C&M Homes, insists that the problem is down
0:18:03 > 0:18:08to the drying-out process that every new building goes through once completed.
0:18:08 > 0:18:11But nearly three years later, puddles are still forming
0:18:11 > 0:18:15and it's not just tears of frustration that Russ is having to mop up.
0:18:15 > 0:18:19I really didn't think I'd have to spend two weeks
0:18:19 > 0:18:26taking quite detailed information of dampness and humidity and temperatures.
0:18:26 > 0:18:30It's something I never ever thought I'd have to do for a new-build property.
0:18:30 > 0:18:34Russ is about to marry his fiancee, Rachel, and the last thing they need
0:18:34 > 0:18:38is to launch into married life with the thought of having to include
0:18:38 > 0:18:42a mop and bucket as an extra constant companion in their marriage.
0:18:42 > 0:18:43Make no mistakes.
0:18:43 > 0:18:46Living with severe condensation can be hazardous to your health
0:18:46 > 0:18:48and it has to be sorted out.
0:18:48 > 0:18:51Whatever C&M Homes may think, there is clearly more investigating
0:18:51 > 0:18:55to be done to get to the bottom of this problem.
0:18:55 > 0:18:56Before I go diving in,
0:18:56 > 0:18:59it always pays to find out exactly who you are up against.
0:19:01 > 0:19:04Country and Metropolitan, or C&M Homes,
0:19:04 > 0:19:05is owned by the Gladedale Group
0:19:05 > 0:19:09which is based in Scotland and states that it has been
0:19:09 > 0:19:12a major force in the UK new homes sector for many years.
0:19:13 > 0:19:17C&M Homes operates in the south-east of England and is one of four
0:19:17 > 0:19:21residential building companies in the Gladedale Group.
0:19:21 > 0:19:25In March 2012, all five Gladedale Group brands including C&M Homes
0:19:25 > 0:19:29were awarded a five-star rating by the Home builders Federation
0:19:29 > 0:19:31for customer satisfaction and recommendation.
0:19:33 > 0:19:36It's even more of a pity then that it seems Russ
0:19:36 > 0:19:40just can't get no satisfaction, no matter how hard he tries.
0:19:42 > 0:19:45Time to tackle C&M Homes again.
0:19:45 > 0:19:48'My first call to customer service got cut short when I requested
0:19:48 > 0:19:50'the name and contact details of the boss,
0:19:50 > 0:19:53'and since then, not a dicky bird.'
0:19:53 > 0:19:56Hi, it's Dominic Littlewood from the BBC again.
0:19:56 > 0:19:58'Before I get a chance to put my request in again,
0:19:58 > 0:20:01'it seems they need five minutes to get hold of information.'
0:20:01 > 0:20:05I'm not going to be able to wait five minutes.
0:20:05 > 0:20:08Can you gave me the details of who I need to address it to, the MD?
0:20:08 > 0:20:11'I offer to hold the line while she finds out the information
0:20:11 > 0:20:13'and then she says she's on another call.'
0:20:13 > 0:20:17No problem, I'll hold. Thank you.
0:20:17 > 0:20:19DIAL TONE
0:20:21 > 0:20:24She's rung off.
0:20:24 > 0:20:27'Oops. She must have accidentally cut me off.
0:20:27 > 0:20:29'Not to worry, I'll try again. Here goes.'
0:20:29 > 0:20:33I think you disconnected me, it's Dominic from the BBC.
0:20:33 > 0:20:35'Before I can say another word, she explains
0:20:35 > 0:20:38'she's going to put me on hold because she has to take other calls.'
0:20:38 > 0:20:40No problem, I'm holding.
0:20:42 > 0:20:44This is going to be one of those.
0:20:45 > 0:20:49'Of course, we could have been disconnected accidentally
0:20:49 > 0:20:54'but whatever happened, I feel messed about and that really annoys me.'
0:20:57 > 0:20:58So, while I track down another route
0:20:58 > 0:21:02to speak to the person with some answers at C&M Homes,
0:21:02 > 0:21:05I think it's time to check out just what Russ has come up with
0:21:05 > 0:21:08in his efforts to find out if any of his fellow residents
0:21:08 > 0:21:11are suffering from the same soggy state as he and Rachel are.
0:21:15 > 0:21:17Hiya.
0:21:17 > 0:21:21Are you having problems with your windows, with the condensation and mould like I am?
0:21:21 > 0:21:23Yeah, as you know.
0:21:23 > 0:21:28First on his list is Al Lloyd, who moved in soon after Russ in 2009.
0:21:28 > 0:21:32- As you can see, just from today. - And that's actually wet as well.
0:21:32 > 0:21:37That's actually wet. I haven't done any cooking today yet.
0:21:37 > 0:21:41- Right, OK.- When I do, trickle vents are open, extractor fan is on.
0:21:41 > 0:21:45And you ran the dehumidifier as we were instructed.
0:21:45 > 0:21:48There's been no cooking today. White top yesterday.
0:21:48 > 0:21:53I mean, that mould, that is actual spots of mould
0:21:53 > 0:21:57within feet of where you are washing your plates up and cooking food.
0:21:57 > 0:21:59Cleaned on a regular basis.
0:21:59 > 0:22:02You can't even keep up with it all, to be honest.
0:22:02 > 0:22:05It's not just the condensation growing mould that's bugging Al, though.
0:22:06 > 0:22:10I'm also worried that nothing seems to be getting done about it.
0:22:12 > 0:22:14We're on a constant, same every year,
0:22:14 > 0:22:17the same conversation with the same people.
0:22:17 > 0:22:20You just feel like you're hitting your head against a wall, really.
0:22:20 > 0:22:24Well, if it's any comfort, Al, you're not alone
0:22:24 > 0:22:27because as we've already heard,
0:22:27 > 0:22:30another of Russ's neighbours, Hannah, is in exactly the same boat.
0:22:30 > 0:22:33- Come in, please.- Hi. Whereabouts is it worst?
0:22:33 > 0:22:35If we go through, I'll show you.
0:22:35 > 0:22:39Hannah has lived with this problem for nearly two years.
0:22:39 > 0:22:41I can touch my windows and you can feel a draught.
0:22:41 > 0:22:46It's almost like when you open a freezer and you feel that cold air. That's exactly what it's like.
0:22:46 > 0:22:51It's certainly not what you'd expect from a window in a new build.
0:22:51 > 0:22:55- These ones on this side of the house tend to be the worst.- OK.
0:22:55 > 0:22:59Lots of condensation gathers on the windows and mould in the corners,
0:22:59 > 0:23:03all on the mastic and the wood.
0:23:03 > 0:23:06- Have you spoken to C&M about this? - I have, yeah.
0:23:06 > 0:23:11They have actually come back a couple of times and repainted
0:23:11 > 0:23:15all the paintwork and taken all the mastic off and reapplied it.
0:23:15 > 0:23:20OK. Do you still get condensation? Do you still get the puddles?
0:23:20 > 0:23:24Every winter. It comes back again and again.
0:23:24 > 0:23:30Clearly, the problem runs a lot deeper than a quick fix and a coat of fresh paint.
0:23:30 > 0:23:34- Say bye-bye.- Bye-bye.- Good boy. Bye-bye. Thanks, Russ.
0:23:34 > 0:23:38It looks like Russ has got just the information he needs.
0:23:38 > 0:23:41Based on conversations I've had with my other neighbours,
0:23:41 > 0:23:45they're having very similar, if not exactly the same problems as us,
0:23:45 > 0:23:49so it would appear the whole block, potentially, is affected.
0:23:49 > 0:23:53Good stuff, Russ. And from the evidence that's fast piling up,
0:23:53 > 0:23:55it's beginning to sound more and more
0:23:55 > 0:23:58as though somehow the problem is to do with the windows,
0:23:58 > 0:24:01particularly as the damp is not a problem elsewhere in the flats.
0:24:03 > 0:24:06We've shown some photographs of the offending windows
0:24:06 > 0:24:10to our window expert, Giles Willson, at the Glass And Glazing Federation,
0:24:10 > 0:24:13to see if he can shed any light on the situation.
0:24:13 > 0:24:16And the first thing to find out is whether or not, in his opinion,
0:24:16 > 0:24:19these windows are up to the job.
0:24:19 > 0:24:21The specifications for the windows
0:24:21 > 0:24:25in this example would give good thermal performance.
0:24:25 > 0:24:27So far, so good.
0:24:27 > 0:24:30The windows should be keeping the cold air outside where it belongs,
0:24:30 > 0:24:33but as we've heard, that just doesn't seem to be happening,
0:24:33 > 0:24:36so there must be another reason why there's so much water
0:24:36 > 0:24:38on the windowsills.
0:24:38 > 0:24:42Either the heating, ventilation or a problem with the window,
0:24:42 > 0:24:46that it hasn't been installed correctly or constructed correctly.
0:24:46 > 0:24:51Without inspecting the site, it's hard to make further comment,
0:24:51 > 0:24:54but I would say it warrants further investigation.
0:24:54 > 0:24:58Bingo. You can say that again.
0:24:58 > 0:25:01The residents are saying it must be the windows because
0:25:01 > 0:25:05they've looked at the ventilation and heating issues without success.
0:25:05 > 0:25:07And here's our expert saying it could well be down
0:25:07 > 0:25:10to the windows and how they were installed.
0:25:10 > 0:25:13Now, why didn't C&M Homes think of that?
0:25:15 > 0:25:18You know, even I get problems dealing with companies.
0:25:18 > 0:25:20When I first started to try and talk to C&M Homes,
0:25:20 > 0:25:23I went on to this lady who was very unhelpful, I felt.
0:25:23 > 0:25:25I went above her and found their parent company.
0:25:25 > 0:25:28Since I ruffled their feathers, I've now been given
0:25:28 > 0:25:29a name and a number to call.
0:25:29 > 0:25:32First time, let's see how I get on with this person.
0:25:32 > 0:25:36'I'm hoping to speak to someone called Jasmine, part of a PR company
0:25:36 > 0:25:38'that works for the Gladedale Group,
0:25:38 > 0:25:40'the parent company of C&M Homes
0:25:40 > 0:25:44'and she's fully aware of the residents' condensation issues.'
0:25:44 > 0:25:45'Good afternoon.'
0:25:45 > 0:25:48Good afternoon, is Jasmine Headley there, please?
0:25:48 > 0:25:49- 'Speaking.'- Hello, Jasmine.
0:25:49 > 0:25:51'I cut straight to the chase.'
0:25:51 > 0:25:54Put it bluntly - there's a few ways you can play it. You, as C&M Homes,
0:25:54 > 0:25:58can address the situation, find out what you believe the problem is
0:25:58 > 0:26:00and try and rectify it.
0:26:00 > 0:26:02'We have sort of done that,
0:26:02 > 0:26:05'which is what I'm going to send over to you -
0:26:05 > 0:26:08'a detailed sheet of what's happened,
0:26:08 > 0:26:11'because we have instructed somebody to do an independent report
0:26:11 > 0:26:17'and he has actually advised it's a drying-out issue.
0:26:17 > 0:26:20'And that's why there's condensation.'
0:26:20 > 0:26:23OK. So the report's been done, has it?
0:26:23 > 0:26:27'There was a report done, yeah, in November 2010 or 11,
0:26:27 > 0:26:30'let me just double check on the date.'
0:26:30 > 0:26:32'No surprise there, then.
0:26:32 > 0:26:36'Russ moved in in 2009, so even after nearly three years,
0:26:36 > 0:26:38'C&M are still saying the flats have got to dry out.
0:26:41 > 0:26:44'Jasmine goes on to say that the flats were provided with
0:26:44 > 0:26:47'dehumidifiers and following that,
0:26:47 > 0:26:50'four of the residents were still unhappy.'
0:26:50 > 0:26:53Right, can I put to you as a question please, Jasmine,
0:26:53 > 0:26:56did any of the residents said they were happy?
0:26:56 > 0:26:59- 'Yeah, I can find out.'- OK.
0:26:59 > 0:27:04Because four of them have expressed unhappiness, it doesn't mean automatically six are happy.
0:27:04 > 0:27:06- 'No.'- We just need to know what the situation is.
0:27:06 > 0:27:11So, that remaining 60% of them, that's a question I'd like to put to you.
0:27:11 > 0:27:14Have they told you they're happy and content and the problem's gone away?
0:27:14 > 0:27:18'Jasmine assures me that she'll find out and send me their expert's report.
0:27:18 > 0:27:22'Good. I finally feel like I'm getting somewhere.'
0:27:24 > 0:27:26All of a sudden I'm speaking to someone who's listened.
0:27:26 > 0:27:28But there's ways you can put things.
0:27:28 > 0:27:31When she says, "We addressed this. There was ten people complaining
0:27:31 > 0:27:34"and only four of them expressed they're unhappy after."
0:27:34 > 0:27:36I said, "Hang on, what about the 60%?
0:27:36 > 0:27:40"Did they actually say they were happy?" She said, "Mm, don't know."
0:27:40 > 0:27:44You see, awkward questions. That's what you need to ask. Put people on the spot.
0:27:44 > 0:27:46And I've certainly put her on the spot.
0:27:47 > 0:27:50Russ and the other residents we've spoken to
0:27:50 > 0:27:53in his block of flats, agreed they bought a new build home,
0:27:53 > 0:27:55partly because they wouldn't have to worry
0:27:55 > 0:27:59about issues you have to deal with in older properties, such as maintenance
0:27:59 > 0:28:02and inefficient insulation, which can cause condensation.
0:28:02 > 0:28:05But just what are the rewards we should expect
0:28:05 > 0:28:07when buying a newly built home?
0:28:07 > 0:28:11We asked a spokesman from the Building Research Establishment,
0:28:11 > 0:28:15which looks at the issues around buildings and how to improve them, to fill us in.
0:28:15 > 0:28:18The advantages to buying a new home are that the regulations
0:28:18 > 0:28:22have changed over the years and so now, when you're building a home,
0:28:22 > 0:28:25you're building it to a much higher regulation.
0:28:25 > 0:28:30The impact on the homeowner is that that house will be of a higher energy efficiency.
0:28:30 > 0:28:32So they should see a lot less fuel bills.
0:28:32 > 0:28:36Obviously, a new home will have new technologies in
0:28:36 > 0:28:39that have been developed to take account of the way we live now.
0:28:39 > 0:28:42So those are the key things, if you like,
0:28:42 > 0:28:45with a new home that you should expect.
0:28:45 > 0:28:48Good stuff. Just what we'd have thought.
0:28:48 > 0:28:52And bearing in mind C&M's insistence that these homes are still drying out,
0:28:52 > 0:28:56I'm keen to hear what he's got to say about this process generally.
0:28:56 > 0:29:00The period of time for a building to dry out will differ relevant to what it's built out of.
0:29:00 > 0:29:04It'll also differ relevant to what time of the year you build it in.
0:29:04 > 0:29:08But I think it would be fair to say that anywhere between six to 18 months
0:29:08 > 0:29:13is the sort of time your home will dry out naturally
0:29:13 > 0:29:16and that's expected.
0:29:17 > 0:29:21Presumably, what isn't expected is that after nearly three years,
0:29:21 > 0:29:24like Russ and his neighbours, your double glazing is dripping,
0:29:24 > 0:29:27you've got growing mould and pools of water on your window sills.
0:29:27 > 0:29:30If you see a lot of moisture occurring,
0:29:30 > 0:29:34that means that something isn't working the way it should.
0:29:34 > 0:29:38The reason for that is that, in most instances,
0:29:38 > 0:29:40either that the home's not breathing.
0:29:40 > 0:29:44A good example of that would be, you're boiling a stew
0:29:44 > 0:29:47and you see condensation occurring on the window.
0:29:47 > 0:29:50That means, basically, that the ventilation isn't working
0:29:50 > 0:29:53and it's not getting that hot, moist air out of the house.
0:29:53 > 0:29:55But if you see that in other parts of the home,
0:29:55 > 0:29:58that may mean that you haven't opened your trickle vents,
0:29:58 > 0:30:02which all homes have, or it may mean that there is something wrong
0:30:02 > 0:30:05with the home in the way that it's been constructed.
0:30:05 > 0:30:10Well, what do you know? So just like our glass and glazing expert suggested,
0:30:10 > 0:30:15Oliver here is also saying there's a possibility that there could be a fundamental reason
0:30:15 > 0:30:18for all this condensation to do with the construction.
0:30:20 > 0:30:21Crikey!
0:30:21 > 0:30:25Two experts both saying there could be more to these condensation issues
0:30:25 > 0:30:29than just a natural drying-out process is good enough for me.
0:30:29 > 0:30:31Time to delve deeper.
0:30:31 > 0:30:36Since I spoke to Jasmine at C&M's PR company, true to her word,
0:30:36 > 0:30:41she's e-mailed me a copy of the original 2010 surveyors' report.
0:30:41 > 0:30:44And just as Russ told me, the report concludes
0:30:44 > 0:30:46that the property's natural drying- out process
0:30:46 > 0:30:50is to blame for the residents' soaked window sills.
0:30:51 > 0:30:55Frankly, that conclusion is no longer good enough to stick
0:30:55 > 0:31:00and after some further polite e-mail persistence, C&M Homes are prepared
0:31:00 > 0:31:04to think again and have finally agreed to investigate further.
0:31:05 > 0:31:09They've sent their original independent surveyor to have another look
0:31:09 > 0:31:14and they've allowed independent surveyors, Trevor Hoe and John Gillies, sent by me,
0:31:14 > 0:31:17to go and see if they can also get to the root of the problem.
0:31:18 > 0:31:22C&M's surveyor prefers to carry out his investigations off camera.
0:31:22 > 0:31:25Fair enough. So that just leaves our guys.
0:31:25 > 0:31:28OK, Trevor. What do we have here?
0:31:28 > 0:31:32- We've got mould in the corner, John.- Oh, yes.
0:31:32 > 0:31:35An indication that we have a condensation problem.
0:31:35 > 0:31:39There's not a great deal of condensation today because it's so warm.
0:31:39 > 0:31:43It doesn't take long for Trevor to identify the source of the problem.
0:31:44 > 0:31:46The window frame is too far forward
0:31:46 > 0:31:50in relationship to the damp proof course.
0:31:50 > 0:31:52Well, with this in mind,
0:31:52 > 0:31:56John opens up the window in question to confirm Trevor's diagnosis.
0:31:56 > 0:32:01We think there is condensation of a sufficient amount...
0:32:06 > 0:32:09..to make my hand extremely damp.
0:32:10 > 0:32:14There's a lot of moisture there, that's hidden inside the cavities.
0:32:14 > 0:32:17That's all due to condensation
0:32:17 > 0:32:20and the incorrect positioning of the insulation,
0:32:20 > 0:32:27keeping the warm air and the cold air properly separated.
0:32:27 > 0:32:31So in a nutshell, what are the major faults with these new windows?
0:32:31 > 0:32:37The first is that the insulation is wrongly installed
0:32:37 > 0:32:40and has been put in the wrong location.
0:32:40 > 0:32:44The second is that the window frame itself has been incorrectly fixed.
0:32:44 > 0:32:46The architects have designed it correctly,
0:32:46 > 0:32:49the installers have installed it incorrectly.
0:32:49 > 0:32:52And there you have it, folks.
0:32:52 > 0:32:56Finally, according to our surveyors, the extreme condensation on the windows examined
0:32:56 > 0:33:00is nothing to do with the drying-out process.
0:33:00 > 0:33:04It's all about the windows being incorrectly installed in the first place. Result!
0:33:06 > 0:33:11The question is, will our surveyors' findings be enough to satisfy the bosses at C&M Homes,
0:33:11 > 0:33:14or will they insist that it's all just hot air?
0:33:14 > 0:33:20I think it's fair to say you're probably putting your hands up and saying something needs to be done.
0:33:20 > 0:33:23I wouldn't like to comment on that.
0:33:27 > 0:33:28Let's be honest.
0:33:28 > 0:33:32As consumers, one of the things we hate the most is having the wool
0:33:32 > 0:33:35pulled over our eyes and getting done out of our hard-earned cash.
0:33:35 > 0:33:38One of the best ways of trying to stop that happening
0:33:38 > 0:33:41is by getting some inside information from somebody
0:33:41 > 0:33:45who's prepared to spill the beans on the tricks of their trade.
0:33:48 > 0:33:51Today, we're dealing with the world of roofing.
0:33:51 > 0:33:55Something which from time to time we all need replacing on our homes.
0:33:55 > 0:33:59But there are price rip-offs, pressure tactics
0:33:59 > 0:34:03and cowboy roofers out there and they're all after one thing.
0:34:03 > 0:34:04Your hard-earned cash.
0:34:07 > 0:34:11My insider has been in the roofing game for over 10 years
0:34:11 > 0:34:15and his family business has been going for 35 years.
0:34:15 > 0:34:18But he's not happy with the industry's bad name.
0:34:18 > 0:34:22We've protected his identity and when you hear what he's got to say,
0:34:22 > 0:34:24you'll understand why.
0:34:25 > 0:34:30Unfortunately, there are a lot of rogue roofers scamming a lot of people.
0:34:30 > 0:34:32The problem is, it puts us good roofers to shame.
0:34:32 > 0:34:37We've had customers that have had bad work done previous and we've had to put the work right.
0:34:37 > 0:34:39It's atrocious what they've done.
0:34:39 > 0:34:42So how can you tell a good roofer from a bad one?
0:34:42 > 0:34:47A bad roofer wouldn't be able to give you references or show you old work.
0:34:47 > 0:34:50They wouldn't have the proper certificates for the work.
0:34:50 > 0:34:53They probably wouldn't even put scaffolding up.
0:34:53 > 0:34:58Sounds dangerous. So, what tales of woe from above has our insider got for us?
0:34:58 > 0:35:02I went to a property once, this young couple had just got married
0:35:02 > 0:35:04and had saved a lot of money over the year.
0:35:04 > 0:35:07The roof that had been put on the house wasn't straight,
0:35:07 > 0:35:12the ridges were all over the place and it was just a terrible job.
0:35:12 > 0:35:18In the end, we had to take the whole roof off and restart again because of the bad workmanship.
0:35:18 > 0:35:23The overall cost on that job would have been in the figures of £10,500,
0:35:23 > 0:35:25when really, it should have been £3,500.
0:35:25 > 0:35:29There's not only shoddy work, but dangerous working practices.
0:35:29 > 0:35:32Surely, the roofer must be insured for this.
0:35:32 > 0:35:35It's important for people to have public liability.
0:35:35 > 0:35:39It could be anything from a tile falling off the scaffolding
0:35:39 > 0:35:43and damaging a car to the worst scenario of burning down a property
0:35:43 > 0:35:45or causing an injury to a pedestrian.
0:35:45 > 0:35:47If somebody doesn't have public liability,
0:35:47 > 0:35:51they could be gambling with their property
0:35:51 > 0:35:54and end up with a bill of thousands of pounds.
0:35:54 > 0:35:58So how do you stop a new roof from getting on top of you?
0:35:58 > 0:36:01Well, here's my insider's advice.
0:36:01 > 0:36:04Shop around.
0:36:04 > 0:36:06I'd get a few quotations. It doesn't cost you a cent.
0:36:06 > 0:36:09You can meet the company in person,
0:36:09 > 0:36:11the people who will be working on your roof,
0:36:11 > 0:36:13and it'll get you the best price.
0:36:13 > 0:36:16Don't pay upfront.
0:36:16 > 0:36:19It just shows they have no money in the bank.
0:36:19 > 0:36:22So if something was to go wrong, how would they fix it?
0:36:22 > 0:36:24What's their track record?
0:36:24 > 0:36:28Get a reference. If they haven't got references,
0:36:28 > 0:36:30it shows they've got faulty work in the past.
0:36:30 > 0:36:34And finally, do they belong to any professional bodies?
0:36:34 > 0:36:36Make sure they're in the Trade Association.
0:36:36 > 0:36:40Just make sure they've got the right qualifications,
0:36:40 > 0:36:43they can do the job properly and they're up to standard.
0:36:43 > 0:36:48And there you go. If you want to get to the top of the ladder when it comes to roofing,
0:36:48 > 0:36:53listen to my insider and hopefully, it'll stop you getting done.
0:36:58 > 0:37:02The residents of a new build block of flats in Essex
0:37:02 > 0:37:05have all been suffering a severe case of condensation.
0:37:05 > 0:37:08For over two years, pools of water and mould
0:37:08 > 0:37:11have been growing around their brand new windows,
0:37:11 > 0:37:14which was particularly worrying for one resident.
0:37:14 > 0:37:19Our baby was due in December 2010 and when mould grows, it releases spores into the air
0:37:19 > 0:37:22and we didn't want to bring our newborn baby home
0:37:22 > 0:37:26to somewhere that could potentially be severely dangerous for him.
0:37:26 > 0:37:29As a new mother, Hannah's naturally concerned
0:37:29 > 0:37:32about any potential health risks to her son.
0:37:32 > 0:37:37But I'm glad to say, he's growing into a healthy, happy little boy.
0:37:37 > 0:37:42However, it's well documented that when you breathe in spores that are released by mould,
0:37:42 > 0:37:45these can cause respiratory problems, including asthma and infections.
0:37:45 > 0:37:49Having carried out their own investigations, the house builders,
0:37:49 > 0:37:53Country and Metropolitan, known as C&M Homes, have been insisting
0:37:53 > 0:37:58that it's all part of the natural drying-out process of a new property.
0:37:58 > 0:38:01But their argument is beginning to sound as wet
0:38:01 > 0:38:03as some of their window sills.
0:38:03 > 0:38:08I've been pushing C&M to dig deeper to see if the problem's anything to do with the windows themselves.
0:38:08 > 0:38:13Finally, they sent their independent surveyor to investigate further
0:38:13 > 0:38:17and we sent our surveyors to see if they could get to the bottom of the problem.
0:38:19 > 0:38:23Our surveyors concluded that it's the installation of the windows that's at fault.
0:38:23 > 0:38:28But frustratingly, since their guy went away to write his report,
0:38:28 > 0:38:31we've not heard a word and I'm now chomping at the bit to find out
0:38:31 > 0:38:34whether in fact he does agree with our surveyors and if so,
0:38:34 > 0:38:37what C&M is prepared to do about it.
0:38:41 > 0:38:44Time to get back on the phone to Jasmine at the PR company
0:38:44 > 0:38:47to see if I can get any news out of her.
0:38:47 > 0:38:50I know your surveyor went down the other day.
0:38:50 > 0:38:53Yes, he did. We're just awaiting the report back from him.
0:38:53 > 0:38:55We're hoping to get it this week.
0:38:55 > 0:38:58I know he's just clarifying a few issues.
0:38:58 > 0:39:02So as soon as we get that back, then we'll come back to you
0:39:02 > 0:39:04and let you know the next step.
0:39:04 > 0:39:08The impression I got from the guy we had go along with him
0:39:08 > 0:39:11is that they did find faults there.
0:39:11 > 0:39:13I know your report's not in yet
0:39:13 > 0:39:17but I think it's fair to say you're probably putting your hands up
0:39:17 > 0:39:20and saying something needs to be done. Would I be right in saying that?
0:39:20 > 0:39:23I wouldn't like to comment on that.
0:39:23 > 0:39:27Until I've seen this report, until we've got that back, I don't think we can really say.
0:39:27 > 0:39:33'I must be losing my touch because no matter how politely persistent I am, she remains tight-lipped.'
0:39:33 > 0:39:36- Thank you, Jasmine. - All right, thanks.- Bye then.- Bye.
0:39:37 > 0:39:42She didn't want to commit to anything until the report from their surveyor's back in,
0:39:42 > 0:39:44which could be another three or four days.
0:39:44 > 0:39:46I did push her for an answer, but in fairness,
0:39:46 > 0:39:50I'm not really in a position to do that yet because she hasn't got the report.
0:39:50 > 0:39:53But she did say she'd give me a copy of it. Let's wait and see.
0:39:53 > 0:39:56I'm feeling really positive about this one.
0:39:56 > 0:40:00Mind you, I've done that before and it hasn't paid dividends.
0:40:00 > 0:40:04I'm back in Essex now and I'm expecting a little bit of a welcoming party
0:40:04 > 0:40:08because Russ and Rachel have been rounding up the neighbours and I've got some news for them.
0:40:08 > 0:40:13C&M did get back to me on their handling of the residents' complaints,
0:40:13 > 0:40:17stating a meeting had been held where they felt all questions had been answered
0:40:17 > 0:40:20and as six out of the 10 flats did not contact them again,
0:40:20 > 0:40:23the company took this to mean that the issue had been resolved.
0:40:23 > 0:40:28Well, for the residents I'm about to meet, the problem had not been resolved
0:40:28 > 0:40:31and now C&M Homes have got back to me with their final response.
0:40:31 > 0:40:34Following the surveyors' report,
0:40:34 > 0:40:37I just hope the residents like what I have to tell them.
0:40:39 > 0:40:42It's good to see everybody's made it today,
0:40:42 > 0:40:44including Al's girlfriend, Gemma.
0:40:44 > 0:40:46Hello Gemma, Al, Rachel, Russ. Good to see you all.
0:40:46 > 0:40:49Thanks for joining me.
0:40:49 > 0:40:52You're aware that we got another surveyor to come and look at it
0:40:52 > 0:40:56because we obviously heard what C&M Homes said about everything
0:40:56 > 0:40:59and we were getting the same sort of answers. It's drying out.
0:40:59 > 0:41:03And he disagreed. He believes there is a problem here. You know it.
0:41:03 > 0:41:05We just had to prove it to them.
0:41:05 > 0:41:07He's given us a detailed report.
0:41:07 > 0:41:11A copy of that report has also gone back to C&M Homes as well.
0:41:11 > 0:41:15So as far as we're concerned now, everyone except you guys is aware of his discoveries.
0:41:15 > 0:41:17I can eliminate that straight away
0:41:17 > 0:41:20by giving you all copies of the report.
0:41:20 > 0:41:24There's one there for you. There's one for you guys.
0:41:24 > 0:41:29We don't expect you to read those reports now but I can summarise everything for you.
0:41:29 > 0:41:32In fact I can do better than that, because C&M Homes have given us a statement.
0:41:32 > 0:41:35I'm going to ask you to read that out.
0:41:35 > 0:41:38This is about the findings and what they're going to do about it.
0:41:38 > 0:41:41"Following the report findings from the surveyors...
0:41:58 > 0:42:00Basically, your problems are over.
0:42:02 > 0:42:04They've accepted that there are issues there.
0:42:04 > 0:42:08I'll tell you what they found when the surveyor came down.
0:42:08 > 0:42:12Basically, the windows are sitting too far forward and it's causing a problem.
0:42:12 > 0:42:17They need to come back by 30 millimetres, basically three centimetres.
0:42:17 > 0:42:20In your case, they already know the issues in there.
0:42:20 > 0:42:22They're going to take those windows out
0:42:22 > 0:42:26and they're going to make good and put everything back to normal.
0:42:26 > 0:42:28- End of problem.- Brilliant.
0:42:28 > 0:42:30And in every other flat now, if you've got an issue,
0:42:30 > 0:42:33you call them, they'll be aware of it and the same thing will happen.
0:42:33 > 0:42:37- How do you feel about that? - I'm so pleased. Thank you so much.
0:42:37 > 0:42:42- It's an end to all of our problems. Thank you.- Good. And you, Al?
0:42:42 > 0:42:46- Nice one, Dom! You've done it again, mate.- Definitely. Rachel?
0:42:46 > 0:42:47Very pleased. Thank you.
0:42:47 > 0:42:52- I'm so glad they're going to sort it out once and for all.- Big fella?
0:42:52 > 0:42:56- Thanks, Dom.- Oh, I get a hug.- I ain't going to get the grumps any more!
0:42:56 > 0:42:58- No more grumps!- No more grumps.
0:43:00 > 0:43:01That was one of those problems
0:43:01 > 0:43:04that should never ever have dragged on for as long as it did.
0:43:04 > 0:43:07But I've got to say, I think C&M learned their lesson
0:43:07 > 0:43:10and they came good in the end.
0:43:10 > 0:43:11ALL: Cheers, Dom!
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