Halifax

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0:00:02 > 0:00:05'For years now, I've been on a crusade to combat your consumer woes, but there'

0:00:05 > 0:00:08are still companies out there who just aren't taking the hint.

0:00:08 > 0:00:11Big companies only care about money.

0:00:11 > 0:00:15On a daily basis, thousands of you are being taken for a ride

0:00:15 > 0:00:17and it's always the same old stuff -

0:00:17 > 0:00:19bad customer service, poor products,

0:00:19 > 0:00:23dodgy workmanship and dreaded terms and conditions.

0:00:24 > 0:00:27Companies don't show the respect to the consumers.

0:00:27 > 0:00:30These dismal dealings can drive you to despair,

0:00:30 > 0:00:34leaving you feeling abused and confused... But fear not.

0:00:35 > 0:00:38Because I'll take them on to make sure YOU don't get done.<<<20 SECS>>>

0:00:58 > 0:01:00Coming up on today's show...

0:01:00 > 0:01:03A house that's literally splitting at the seams

0:01:03 > 0:01:06and a powerless homeowner that's bricking it.

0:01:06 > 0:01:08I've got this hideous house situation.

0:01:08 > 0:01:10At the moment, for the foreseeable future,

0:01:10 > 0:01:12it isn't going to be sorted out.

0:01:12 > 0:01:16We learn how one man steered a fight over his car insurance hike

0:01:16 > 0:01:17into a triumph.

0:01:17 > 0:01:22I was somewhat surprised at just how easy it was.

0:01:22 > 0:01:28And my team hits the streets to find out exactly how consumer-savvy you guys really are.

0:01:28 > 0:01:30That is my area of expertise.

0:01:35 > 0:01:38As a nation, we spend billions of pounds every year

0:01:38 > 0:01:42on home improvements, making our houses as special as possible.

0:01:42 > 0:01:46But what happens when our domestic bliss is destroyed?

0:01:47 > 0:01:49Ah, thank you very much.

0:01:49 > 0:01:52RUMBLING

0:01:54 > 0:01:57Getting those responsible to put things right might not be

0:01:57 > 0:01:59as straightforward as you think.

0:02:02 > 0:02:05One person who knows exactly what that feels like

0:02:05 > 0:02:07is Affy Beheshti.

0:02:07 > 0:02:12She's a straight-talking independent woman who runs her own business

0:02:12 > 0:02:16and in 1999, Affy bought a three-bedroom terrace in London's

0:02:16 > 0:02:21West Ealing, moved in and was as pleased as punch with her purchase.

0:02:21 > 0:02:25It's more than a financial investment, it's my home.

0:02:25 > 0:02:28I got it just the way that I wanted it.

0:02:30 > 0:02:34But 11 years later, Affy's new house took a turn for the worse

0:02:34 > 0:02:39when new flats started being built at the end of the terrace.

0:02:39 > 0:02:43I was sitting at home, minding my own business and suddenly,

0:02:43 > 0:02:45my house was...

0:02:45 > 0:02:47shaking furiously,

0:02:47 > 0:02:50because of the digging that was taking place two doors away.

0:02:50 > 0:02:52I went upstairs to my back bedroom

0:02:52 > 0:02:56and saw that a crack had started to appear.

0:02:56 > 0:02:59And as the days progressed, the cracks became bigger

0:02:59 > 0:03:04and bigger and were spreading throughout that back bedroom.

0:03:04 > 0:03:07Affy did the right thing and contacted her insurance company.

0:03:07 > 0:03:12Halifax were very sympathetic, very sympathetic,

0:03:12 > 0:03:15and actually offered to rehouse me,

0:03:15 > 0:03:19because it was becoming apparent that I couldn't use the kitchen.

0:03:19 > 0:03:24But 18 months on, Affy is still living in temporary accommodation.

0:03:24 > 0:03:27She had no idea if or when Halifax are going to mend her house

0:03:27 > 0:03:30or even if it's repairable.

0:03:30 > 0:03:33And the lack of straight answers has sent her stress levels

0:03:33 > 0:03:34through the roof.

0:03:34 > 0:03:37That's why she's called in yours truly.

0:03:44 > 0:03:46No-one wants to be woken up in the middle of the night

0:03:46 > 0:03:50by their house falling down around them, but that's exactly

0:03:50 > 0:03:53what's happened to Affy, and I'm about to find out why.

0:03:54 > 0:03:58- Morning. You must be Affy. - I am. Nice to meet you.

0:03:58 > 0:04:00I tell you what...

0:04:00 > 0:04:03Your neighbours, without a doubt there, have got one massive problem.

0:04:03 > 0:04:07There's cracks there probably an inch and a half wide.

0:04:07 > 0:04:10I mean, that's really noticeable,

0:04:10 > 0:04:12but your house, from the front here, looks untouched.

0:04:12 > 0:04:14SHE LAUGHS

0:04:14 > 0:04:16Come and have a look inside. It's a different story.

0:04:16 > 0:04:19- Right, OK. The way you said that, I'm in for a shock, am I?- You are.

0:04:19 > 0:04:21OK.

0:04:21 > 0:04:24I can tell straightaway you haven't been living here for a while,

0:04:24 > 0:04:27- have you?- No, over a year and a half now.- Do you need a kick?

0:04:27 > 0:04:31- (It's fine.)- First signs of cracks obviously there.

0:04:32 > 0:04:35'Now, I've seen a few cracks in my time, but as Affy leads me

0:04:35 > 0:04:40'to her kitchen, something tells me I could be in for a big surprise.'

0:04:40 > 0:04:43- You are joking me? Affy!- No.

0:04:43 > 0:04:46I wasn't... That is unbelievable.

0:04:46 > 0:04:48I can see daylight through the sides of your windows.

0:04:48 > 0:04:52- I know.- And those gaps... And it's like this throughout the house?

0:04:52 > 0:04:57Absolutely dreadful, yes. That's not as bad as some of the cracks.

0:04:57 > 0:04:58How long had you lived here for?

0:04:58 > 0:05:0112 years, well, 12 years as of now.

0:05:01 > 0:05:03OK, so you must have loved the place, it's home, isn't it?

0:05:03 > 0:05:06Oh, I loved it! I'd just refurbished about a year before,

0:05:06 > 0:05:10the place was immaculate, just the way that I wanted it.

0:05:10 > 0:05:13How do you feel about your situation right now?

0:05:13 > 0:05:15Well, furious, actually.

0:05:15 > 0:05:18I feel my life is on hold, I'm in limbo, I don't...

0:05:18 > 0:05:22I don't know where I'm going to be living in the next few months.

0:05:22 > 0:05:25- Everything has been put on hold. - And who's paying the rent for you?

0:05:25 > 0:05:29- The insurance. At the moment. - And how long for?- No idea.

0:05:30 > 0:05:33'Sounds like Halifax started off on the right foot by rehousing Affy,

0:05:33 > 0:05:36'but before we find out where it all went wrong,

0:05:36 > 0:05:40'I want to learn more about the problems these cracks have caused.'

0:05:40 > 0:05:42What's all this white powder?

0:05:42 > 0:05:44The white powder is the only way I could stop the ants

0:05:44 > 0:05:49and I'm talking about thousands and thousands of ants -

0:05:49 > 0:05:52in the fridge, in the dishwasher, on the floor, on the worktops,

0:05:52 > 0:05:54on the cooker...

0:05:54 > 0:05:57Basically, I couldn't use my kitchen for a whole month.

0:05:57 > 0:06:00Basically, that's like leaving the front door open for them.

0:06:00 > 0:06:04Every animal that wants to come in somewhere warm and dry now...

0:06:04 > 0:06:07You've left the door open. What are these patio doors like?

0:06:07 > 0:06:09Well, after about week one, they didn't open at all.

0:06:09 > 0:06:12- So that's totally out of square as well.- Yes.

0:06:12 > 0:06:15So if you unlock that now, it's jammed?

0:06:15 > 0:06:18You can open the lock, but the door won't open.

0:06:18 > 0:06:20So really, the whole back of the house here,

0:06:20 > 0:06:24- the whole thing is lopsided?- Yes. - And there's one massive problem.

0:06:24 > 0:06:27- That's your party wall with your neighbour...- Yes.

0:06:27 > 0:06:30- So whatever's happening next door is affecting here.- Yes.

0:06:30 > 0:06:32And whatever's happening next door to her is affecting her.

0:06:32 > 0:06:34- It's a domino effect.- Yes.

0:06:34 > 0:06:37'Let me just explain Affy's situation.'

0:06:37 > 0:06:40Work on new flats began two doors down, and cracks started

0:06:40 > 0:06:44appearing on Affy's and her neighbour's properties immediately.

0:06:44 > 0:06:47Now, Affy's neighbour has a party wall agreement in place with

0:06:47 > 0:06:49the developer, so she's protected by that,

0:06:49 > 0:06:52but as Affy has no such agreement, it is

0:06:52 > 0:06:55up to Affy's building insurer Halifax to take care of her.

0:06:55 > 0:06:58And she needs all the help she can get.

0:06:58 > 0:07:02- I've got to say, I'm shocked. Can I have a look upstairs?- Yes, sure.

0:07:02 > 0:07:07- 'When Affy said it was worse upstairs, she wasn't kidding me.' - Right, OK.

0:07:07 > 0:07:08This is my second bedroom.

0:07:08 > 0:07:12- You're joking me?- I'm not joking. - Look at it!

0:07:12 > 0:07:16- I could put my hand through that. - Yes.- That's unbelievable.

0:07:16 > 0:07:21'With gaps like that, I can see why her house has become uninhabitable.'

0:07:23 > 0:07:26This resulted in heavy draughts coming through

0:07:26 > 0:07:29everywhere in the house, so the house was freezing cold,

0:07:29 > 0:07:31even with the heating on all day.

0:07:31 > 0:07:34I can see in the corner, going right across,

0:07:34 > 0:07:39all the coving's fallen off. You've effectively got two houses here.

0:07:39 > 0:07:43This one here, which hopefully will be fairly rigid and upright

0:07:43 > 0:07:45- and this one, being pulled down. - Yes.

0:07:45 > 0:07:49Whoa... And all that debris there, that's fallen down purely

0:07:49 > 0:07:51because of the fact it's falling apart.

0:07:51 > 0:07:53Well, the cracks started in this room

0:07:53 > 0:07:56and from day one, the debris was horrendous.

0:07:56 > 0:07:59That's nothing compared to how it was.

0:07:59 > 0:08:02'But the debris wasn't restricted to dust.'

0:08:02 > 0:08:04I remember walking down the stairs from the first floor to

0:08:04 > 0:08:08the ground floor and I was being hit by stones and debris

0:08:08 > 0:08:11from the top floor, coming through the cracks.

0:08:11 > 0:08:12Now, I'm aware of what this is -

0:08:12 > 0:08:16this is where the loss adjuster's come along and put these up to monitor any movement.

0:08:16 > 0:08:19They normally take a little while, I've had that myself.

0:08:19 > 0:08:23Sometimes a year, they come along, put the scales up, say, "Yes, it's moved a millimetre..."

0:08:23 > 0:08:28'But in Affy's case, Halifax have been monitoring the house for over 18 months.'

0:08:28 > 0:08:32- You've been living with this problem now for donkey's.- Yes.

0:08:32 > 0:08:35- That's got to be driving you bonkers, hasn't it?- Mm.

0:08:35 > 0:08:38'It's clearly going to take more than a tub of filler to put this

0:08:38 > 0:08:42'lot right and I want to see what effect it's had on the roof.'

0:08:43 > 0:08:46I mean, every single corner you look at here,

0:08:46 > 0:08:51you've got gaps there, you've got cracks here and bear in mind,

0:08:51 > 0:08:54this tongue and groove will hide a multitude of sins.

0:08:54 > 0:08:59Once this starts coming off... You'll see a lot worse than this.

0:08:59 > 0:09:02- Affy, you are in a right mess, aren't you?- Mm.

0:09:02 > 0:09:06'I'm quickly learning why poor old Affy is deeply concerned.

0:09:06 > 0:09:09'She's not only got a substantial amount of equity tied up

0:09:09 > 0:09:14'in these four walls, but her beloved house is in ruins.'

0:09:14 > 0:09:17Affy, what has happened here, you've got a home you lived in for 12 years,

0:09:17 > 0:09:20a home you really love, and it's turned into a disaster site.

0:09:20 > 0:09:23It has. It's like a derelict house now.

0:09:25 > 0:09:26Too true.

0:09:26 > 0:09:30I've seen the damage and now I need to get down to the nitty-gritty.

0:09:31 > 0:09:35I've got to ask, why has this been dragging on so long?

0:09:35 > 0:09:38Once the insurance company acknowledges a genuine claim

0:09:38 > 0:09:42is in place, they normally get things moving.

0:09:42 > 0:09:46I can totally understand with certain subsidence claims,

0:09:46 > 0:09:48they might want to allow a little period of time to see

0:09:48 > 0:09:51whether it had stopped, but 18 months down the line,

0:09:51 > 0:09:55you should be in a nice house now with all these problems behind you.

0:09:56 > 0:09:57Why on earth not?

0:09:57 > 0:10:00I've had nothing in writing confirming anything.

0:10:00 > 0:10:03So there's a lack of paperwork.

0:10:03 > 0:10:06I didn't know that I should be getting anything in writing,

0:10:06 > 0:10:09I'm just a layperson. I wouldn't know that.

0:10:09 > 0:10:12'I can barely believe what I'm hearing.

0:10:12 > 0:10:14'I know Halifax are not to blame for the cracks,

0:10:14 > 0:10:16'but as Affy's insurance company,

0:10:16 > 0:10:20'it's their job to get her house back on track as soon as possible.

0:10:20 > 0:10:23'If I was in her shoes, the least I would expect my insurance

0:10:23 > 0:10:27'company to be doing is creating a paper trail of events.

0:10:27 > 0:10:30'So, what have Halifax been doing?'

0:10:30 > 0:10:35- Have you got a single point of contact there?- Um... No. A team.

0:10:35 > 0:10:36I speak to a team.

0:10:36 > 0:10:39OK, that's something I want to try and resolve straightaway,

0:10:39 > 0:10:41because when you've got something so major,

0:10:41 > 0:10:44you want one point of contact, ideally a direct-dial number

0:10:44 > 0:10:47and a mobile number so you can speak to the same person who knows you,

0:10:47 > 0:10:51knows the problems, and you can get on their case if you need to.

0:10:51 > 0:10:55Well, there was a loss adjuster, but unfortunately he's left now, so it's a bit disjointed.

0:10:55 > 0:10:57Tell me what you'd like me to sort out for you,

0:10:57 > 0:11:01because you must bear in mind, I do rectify a lot of people's

0:11:01 > 0:11:03problems and situations - this is major.

0:11:03 > 0:11:06This won't be something I can sort out overnight.

0:11:06 > 0:11:09I won't turn up in two weeks and say they're going to start building

0:11:09 > 0:11:11and you'll be back in by the weekend.

0:11:11 > 0:11:16So be realistic and tell me what you want me to address and get sorted.

0:11:16 > 0:11:21Well, it would be good to know that I have the alternative accommodation

0:11:21 > 0:11:24for the foreseeable future, until my house is ready to move back into.

0:11:24 > 0:11:28- Yep.- Obviously, to make sure the work is done

0:11:28 > 0:11:31- in absolutely 100% the correct manner...- Yes.

0:11:31 > 0:11:33- Where's all your stuff? - Oh, in storage.

0:11:33 > 0:11:36- Who's paying for that? - Insurance have been paying.

0:11:36 > 0:11:38- Do you know how long for?- No idea.

0:11:38 > 0:11:42- OK, that's something I'll address. - Another issue that needs looking at.

0:11:42 > 0:11:44Presumably, you haven't mentioned it,

0:11:44 > 0:11:47but when on earth are they going to start doing the house?

0:11:47 > 0:11:49Absolutely no idea.

0:11:49 > 0:11:53The workload here is huge. I feel dizzy just thinking about it.

0:11:53 > 0:11:56So to help me out, I want Affy to get the house looked over

0:11:56 > 0:11:59by an independent structural engineer.

0:12:00 > 0:12:03We need to find out whether this is repairable or whether

0:12:03 > 0:12:06it needs to be razed to the ground and start again.

0:12:06 > 0:12:07That's a major leap forward.

0:12:07 > 0:12:09If you can do that, I'll get all the details -

0:12:09 > 0:12:12and start trying to sort this out.

0:12:13 > 0:12:16- Certainly a lot quicker than 18 months.- OK, thank you.

0:12:16 > 0:12:18- That's all I can offer at the moment.- OK.

0:12:18 > 0:12:22Don't expect me to come back in two weeks and say they're starting now,

0:12:22 > 0:12:25but I'll speed things up, without a doubt.

0:12:25 > 0:12:27The sad thing here is that there's a huge amount

0:12:27 > 0:12:30of movement in Affy's house, but very little movement

0:12:30 > 0:12:33when it comes to her insurance company sorting out her problem.

0:12:33 > 0:12:37It's been going on for 18 months and that is far too long.

0:12:37 > 0:12:39Let's see if I can change that.

0:12:39 > 0:12:43To say I've got my work cut out with Affy's case would be an understatement.

0:12:43 > 0:12:44If I had any hair,

0:12:44 > 0:12:47I'd be pulling it out trying to get to the bottom of this mess!

0:12:47 > 0:12:51My first priority is to let Halifax know I'm on the case.

0:12:52 > 0:12:55Armed to the teeth with paperwork and a fresh cup of Rosie Lee...

0:12:55 > 0:12:58Halifax - expect a call.

0:12:58 > 0:13:01'To begin with, I'm through to the switchboard.'

0:13:01 > 0:13:04My name's Dominic Littlewood. 'But a few calls later...

0:13:05 > 0:13:09'..and a bit of the old Dom Magic...' Thank you.

0:13:09 > 0:13:11'I'm through to the head of media relations.'

0:13:11 > 0:13:14I'll give you a really brief synopsis.

0:13:14 > 0:13:18She's owned a property which she was quite happy with.

0:13:18 > 0:13:20She's insured with Halifax.

0:13:20 > 0:13:22She can't do anything without you guys doing it.

0:13:22 > 0:13:26I just wondered if I could stir up the bees' nest a bit and try

0:13:26 > 0:13:27and get things going.

0:13:27 > 0:13:30Definitely. We're very happy to look at it.

0:13:30 > 0:13:32If you can e-mail me over, as you say,

0:13:32 > 0:13:37her consent and her details so that I can track that particular customer,

0:13:37 > 0:13:40I'm very happy to have a look at it for you.

0:13:40 > 0:13:42Smashing. Thanks. Bye-bye.

0:13:43 > 0:13:47She's got a croaky voice. Last thing she needs is me on there saying, "Hurry up, sort something out",

0:13:47 > 0:13:49but she seemed very amenable.

0:13:49 > 0:13:53She said get the details over and she'll try and sort things out ASAP.

0:13:53 > 0:13:55Just what you need - go to the top.

0:13:55 > 0:13:58I don't know who that was down the bottom of the chain.

0:13:58 > 0:14:02The boss, the manager, I'm feeling confident about this one. Right...

0:14:03 > 0:14:06But whilst I get caught up in a flurry of optimism,

0:14:06 > 0:14:09Affy finds out just how badly damaged her house is.

0:14:09 > 0:14:11Oh, my God, look at this crack.

0:14:16 > 0:14:20I know better than anyone that the laws involved with buying goods

0:14:20 > 0:14:22and services are a bit of a minefield.

0:14:22 > 0:14:27I've been swotting up on this stuff for years and my mind still boggles.

0:14:27 > 0:14:32But a little knowledge will do both you and your wallet a huge favour.

0:14:32 > 0:14:34So the Don't Get Done team have been out and about

0:14:34 > 0:14:37armed with questions to put to you - the buying public -

0:14:37 > 0:14:42to see if you know your consumer rights from your consumer wrongs.

0:14:45 > 0:14:47Today, we've hit the high street

0:14:47 > 0:14:51on a mission to give you busy shoppers a bit of savvy.

0:14:51 > 0:14:55First question to you prudent punters.

0:14:56 > 0:14:59"You buy a train ticket for a long journey at the last minute.

0:14:59 > 0:15:03"The ticket is £200, but when you get on the train,

0:15:03 > 0:15:06"it's packed and you have to stand the whole way for five hours.

0:15:06 > 0:15:09"Can you claim compensation?"

0:15:10 > 0:15:12Er, no, I'd have thought.

0:15:12 > 0:15:17Yes, I believe you can claim compensation.

0:15:17 > 0:15:19The answer is no. You're buying the right to travel,

0:15:19 > 0:15:21not the right to a seat.

0:15:21 > 0:15:24Correct. Two out of three!

0:15:24 > 0:15:25That's not a bad start.

0:15:25 > 0:15:28If you don't reserve a seat before you travel,

0:15:28 > 0:15:31then you're not guaranteed to get one.

0:15:31 > 0:15:34To ensure you get a seat on busy routes, it's best to try

0:15:34 > 0:15:36and reserve one when booking your ticket.

0:15:36 > 0:15:40If you did reserve a seat but didn't get to use it,

0:15:40 > 0:15:44only THEN should you be able to get compensation.

0:15:44 > 0:15:46That is my area of expertise!

0:15:46 > 0:15:50Hmm, not sure if insider knowledge is allowed!

0:15:50 > 0:15:52But anyway, next up...

0:15:54 > 0:15:58"You put down a £100 deposit for a £1,000 sofa in a local store.

0:15:58 > 0:16:03"A week later, you see the same sofa reduced to £500.

0:16:03 > 0:16:07"You go into the shop and demand to get it for the same price.

0:16:07 > 0:16:08"Can you do this?"

0:16:08 > 0:16:11I think the answer to that would be no.

0:16:11 > 0:16:14Um, well, you could try, I'm sure!

0:16:14 > 0:16:16No, I don't think you can do that.

0:16:16 > 0:16:18Correct.

0:16:18 > 0:16:21But I'm not sure the gentleman actually answered the question.

0:16:21 > 0:16:26If you agreed to pay that price, then you must honour the deal.

0:16:26 > 0:16:27To withdraw at this point

0:16:27 > 0:16:30would make you in breach of the contract of sale.

0:16:30 > 0:16:33If the retailer agrees to give you the discount, this would be

0:16:33 > 0:16:38purely as a gesture of goodwill and not because of any legal obligation.

0:16:38 > 0:16:43- Because it's a law of contract, which I've studied.- Check you out!

0:16:43 > 0:16:47Best move on or you'll be after my job, next! So, last up...

0:16:49 > 0:16:52"You buy a television and it comes with a free DVD player.

0:16:52 > 0:16:55"However, when you get it home, the DVD player doesn't work.

0:16:55 > 0:16:58"Are you entitled to take it back and get a replacement?"

0:16:58 > 0:16:59Yes.

0:16:59 > 0:17:01Yes. I would say so.

0:17:01 > 0:17:03- Yes, definitely you are.- Correct.

0:17:03 > 0:17:06Three out of three - very impressive!

0:17:06 > 0:17:08Even though it was a free gift,

0:17:08 > 0:17:11if it's offered as part of a purchase, you've got rights.

0:17:11 > 0:17:15Under the Sales Of Goods Act, you're entitled to a working product,

0:17:15 > 0:17:17even if it's free.

0:17:17 > 0:17:22My advice is, take it back to the shop and demand a replacement.

0:17:22 > 0:17:25- Crackerjack!- Crackerjack?! You're showing your age.

0:17:25 > 0:17:27Well, there's still scope for improvement

0:17:27 > 0:17:32but I'm pleased to see some of you appear to have lent an ear to my years of ranting about your rights.

0:17:32 > 0:17:34Trust me, a little inside knowledge

0:17:34 > 0:17:36will go a long way in stopping YOU getting done.

0:17:40 > 0:17:44I've been called in to help out homeowner Affy Beheshti

0:17:44 > 0:17:48who's at her wit's end as her beloved house in West Ealing is

0:17:48 > 0:17:51literally tearing at the seams after development work started

0:17:51 > 0:17:56two doors down, leaving Affy's insurance company to pick up the pieces.

0:17:56 > 0:18:00I don't know where I stand. I've got this hideous house situation,

0:18:00 > 0:18:04which for the foreseeable future, isn't going to be sorted out.

0:18:04 > 0:18:07Affy's insurance company Halifax moved her into temporary

0:18:07 > 0:18:11accommodation, but 18 months on, there's no sign of her house getting

0:18:11 > 0:18:15repaired and Affy feels like Halifax have left her out in the cold.

0:18:15 > 0:18:18I don't have anything written from the Halifax about anything -

0:18:18 > 0:18:21alternative accommodation costs, nothing.

0:18:21 > 0:18:24I didn't actually think I needed it in writing,

0:18:24 > 0:18:28but I'm now starting to think maybe I do.

0:18:28 > 0:18:31You know what they say about an English person's home

0:18:31 > 0:18:35being their castle? Well, the props department couldn't get me a real castle,

0:18:35 > 0:18:37so I've had to make do with this.

0:18:37 > 0:18:41Now, Affy had been building the home of her dreams for years.

0:18:43 > 0:18:47And those dreams were destroyed almost overnight.

0:18:47 > 0:18:49So the question is,

0:18:49 > 0:18:52just how long is it going to take to put things right?

0:18:54 > 0:18:56'But before I start digging around,

0:18:56 > 0:18:59'it's best I have a little peek at who I'm dealing with.'

0:18:59 > 0:19:04Halifax was formed in 1853, funnily enough in a little town called Halifax in West Yorkshire,

0:19:04 > 0:19:07with a notion of helping the local workers.

0:19:07 > 0:19:11By 1913, it had grown to be the largest building society in the UK

0:19:11 > 0:19:14and is now part of the banking giant, the Lloyds Group.

0:19:14 > 0:19:17Now, I'm used to playing with the big boys,

0:19:17 > 0:19:20but I'm not sure if I've played with them THIS big.

0:19:20 > 0:19:22And less than a week after I first called Halifax,

0:19:22 > 0:19:25they've sent me an e-mail answering some of my questions.

0:19:25 > 0:19:28It seems I've got more information in six days

0:19:28 > 0:19:30then Affy's had in six months.

0:19:31 > 0:19:35So, Halifax have told me that they "have accepted the claim

0:19:35 > 0:19:37"and continue to service the claim."

0:19:38 > 0:19:41And on the issue that poor Affy feels she's received no assurances

0:19:41 > 0:19:44that Halifax will pay for her rented accommodation,

0:19:44 > 0:19:46they've said that

0:19:46 > 0:19:50"we will continue to pay for our customer's alternative accommodation.

0:19:50 > 0:19:53"Although the policy limit had been exceeded, we feel this is only fair

0:19:53 > 0:19:56"given the unusual situation this customer is in".

0:19:56 > 0:20:00This sounds good, but at the heart of the beef with Halifax is why

0:20:00 > 0:20:04after 18 months, poor Affy has nothing in writing

0:20:04 > 0:20:07about what's going to happen to put her house right.

0:20:07 > 0:20:08Halifax have told me

0:20:08 > 0:20:11there is an issue with the stability of Affy's house.

0:20:11 > 0:20:15Basically, they claim it's still moving and until it stops,

0:20:15 > 0:20:16they can't start the repairs

0:20:16 > 0:20:20and they've been unwilling to commit to any timescales.

0:20:20 > 0:20:25'So, it's time I got back on the blower to dig a little deeper on this one.'

0:20:25 > 0:20:28First time I phoned Halifax, I spoke to somebody

0:20:28 > 0:20:31and then I e-mailed them over all the details of the case

0:20:31 > 0:20:32and we received an e-mail back.

0:20:32 > 0:20:37I then phoned that person and left a message. That was two weeks ago.

0:20:37 > 0:20:39And they never responded.

0:20:41 > 0:20:46'A month into my quest for answers, I feel like I've hit a brick wall.

0:20:46 > 0:20:49'But I wouldn't be where I am now if I wasn't persistent,

0:20:49 > 0:20:51'so rather than twiddle my thumbs all day long,

0:20:51 > 0:20:55'I let Halifax know that I'm not going anywhere fast.'

0:20:56 > 0:20:58I have her mobile.

0:21:03 > 0:21:07A call as soon as you can would be appreciated. Bye-bye.

0:21:07 > 0:21:08Didn't get any answers,

0:21:08 > 0:21:11but she certainly knows that I've rung her and left a message.

0:21:11 > 0:21:16Just again, it's becoming that pain in the proverbial backside. Hmmm.

0:21:20 > 0:21:23If Halifax thinks they can bury their heads in the builders' sand,

0:21:23 > 0:21:26and think I'll just go away, they're wrong.

0:21:26 > 0:21:28They may have got away with a lack of information

0:21:28 > 0:21:31when dealing with Affy, but I assure you they won't with me,

0:21:31 > 0:21:35because I'll just go on constructing my case.

0:21:35 > 0:21:38So to get things moving, I've asked Affy to get an independent expert

0:21:38 > 0:21:41to assess her house and report back on the extent

0:21:41 > 0:21:45of the damage and how difficult it will be to put right.

0:21:45 > 0:21:47When the problems first started,

0:21:47 > 0:21:51Affy had the house assessed by structural engineer Rusi Dalal,

0:21:51 > 0:21:55so she's asked him to come back and take another look.

0:21:57 > 0:21:59- Hello, Affy.- Hello, Rusi. - How are you?

0:21:59 > 0:22:01I see you've got to kick the door to keep it open.

0:22:01 > 0:22:05So, 18 months since his last visit, what will Rusi make of it?

0:22:05 > 0:22:09- So, how are the cracks? Behaving themselves? Getting worse? - Getting worse.

0:22:09 > 0:22:13- Oh, my God, look at this crack. - I'll be interested in your view.

0:22:13 > 0:22:17Oh, this is much, much... Yeah, it's certainly got bigger.

0:22:17 > 0:22:19Not looking good so far.

0:22:19 > 0:22:21Let's see what he makes of things upstairs,

0:22:21 > 0:22:23where the gaps first appeared.

0:22:23 > 0:22:27You can see the crack in the upper floor as you go up towards

0:22:27 > 0:22:30the roof, it is much wider than down below.

0:22:30 > 0:22:34That clearly indicates that there is a movement that way,

0:22:34 > 0:22:37with a crack wider at the top and narrower at the bottom.

0:22:37 > 0:22:41From the layperson's point of view, the cracked walls look serious.

0:22:41 > 0:22:45But from an engineer's perspective, how bad is it?

0:22:45 > 0:22:49You shouldn't worry too much about the wall in itself.

0:22:49 > 0:22:52It has moved, but then one has to consider

0:22:52 > 0:22:54whether it is safe or otherwise.

0:22:54 > 0:22:56In my opinion, it would be safe,

0:22:56 > 0:22:59so in other words, you don't have to demolish the wall and rebuild it.

0:22:59 > 0:23:01Well, that's a relief.

0:23:01 > 0:23:05But 18 months down the line, why have the repairs still not started?

0:23:05 > 0:23:09You can't do any work until such time as you can prove

0:23:09 > 0:23:14that no further movement can jeopardise any of the future works.

0:23:14 > 0:23:20So Rusi is convinced the monitoring process that Halifax have undertaken is justified.

0:23:20 > 0:23:23But how long will it take to get Affy back in her house

0:23:23 > 0:23:24once it's stopped moving?

0:23:24 > 0:23:27In terms of the actual reconstruction, it wouldn't be that long.

0:23:27 > 0:23:30You're talking in terms of months rather than years,

0:23:30 > 0:23:35- but it will be a straightforward process once it starts. - Once it starts!

0:23:35 > 0:23:39The repairs to the house should be a relatively simple job.

0:23:39 > 0:23:40That's good news for Affy

0:23:40 > 0:23:43and hopefully will give her the assurance she needs.

0:23:43 > 0:23:47But couldn't Halifax have just told her this in the first place?

0:23:47 > 0:23:48And it's not all good news,

0:23:48 > 0:23:52as Rusi tells Affy that before any work can start,

0:23:52 > 0:23:55agreements with her neighbours she shares the walls with

0:23:55 > 0:23:58need to be drawn up - and this means paperwork.

0:23:58 > 0:24:00Party wall paperwork, to be precise.

0:24:00 > 0:24:03I think it's time I got back on the phone to Halifax.

0:24:07 > 0:24:10I haven't had much luck getting through to my contact.

0:24:12 > 0:24:15So I've got a telephone number that should shake things up a bit.

0:24:17 > 0:24:22What I now plan on doing - going direct to the boss at the Halifax.

0:24:22 > 0:24:23Work your way up the top.

0:24:25 > 0:24:30It's Dominic Littlewood at the BBC. We did speak a couple of weeks ago, I don't know if you remember?

0:24:30 > 0:24:34'But before I get down to business, there's something I've got to get off my chest.'

0:24:34 > 0:24:38I'm getting slightly concerned now because there's issues here which need addressing.

0:24:38 > 0:24:41The case has been going on for 18 months

0:24:41 > 0:24:44and if the person you're telling me to speak to doesn't respond to me

0:24:44 > 0:24:47in two weeks, I don't think we're making much progress there.

0:24:47 > 0:24:50I'd rather speak to somebody that I can actually talk to

0:24:50 > 0:24:53on the phone, so is there a chance I can deal directly with you on it?

0:24:53 > 0:24:55Bye-bye.

0:24:56 > 0:24:58Ooh, that's going to stir things up.

0:24:58 > 0:25:03The lady who didn't answer my call and ring me back two weeks ago...

0:25:03 > 0:25:04I just went above her head.

0:25:04 > 0:25:08So she is now going to get a phone call from the boss, saying, "What're you doing?"

0:25:09 > 0:25:12I feel like I'm banging my head against a brick wall.

0:25:12 > 0:25:15If Affy's past dealings with Halifax have been

0:25:15 > 0:25:18anything like mine, no wonder she's at the end of her tether.

0:25:18 > 0:25:22I always knew cases like this are very slow to resolve,

0:25:22 > 0:25:26and eight weeks later, I'm onto my third contact at Halifax.

0:25:26 > 0:25:27Now, to be fair,

0:25:27 > 0:25:31they have already agreed in writing to continue to pay Affy's rent

0:25:31 > 0:25:35and storage costs until her house is fixed, which I'm happy about.

0:25:35 > 0:25:39And on the big issue of when and how Affy's house will be repaired,

0:25:39 > 0:25:44Halifax have said that "effective stability has been achieved

0:25:44 > 0:25:48and that such repairs "can now be progressed".

0:25:48 > 0:25:50Well, that's convenient - I'm on their case

0:25:50 > 0:25:53and it seems the house has now stopped moving.

0:25:53 > 0:25:56But the stumbling block is that Halifax have told Affy that

0:25:56 > 0:26:00work can't start until party wall agreements are reached

0:26:00 > 0:26:01with her neighbours.

0:26:01 > 0:26:05On one hand, Halifax say that they had now had indication that

0:26:05 > 0:26:07the neighbour will press for demolition

0:26:07 > 0:26:09and rebuild of the party wall.

0:26:09 > 0:26:11On the other hand, they say that

0:26:11 > 0:26:15"It is currently our expectation that the party wall can be retained"

0:26:15 > 0:26:21and go on to say that "it is now appropriate that Ms Beheshti appoints a competent surveyor

0:26:21 > 0:26:24"to investigate and advise." Excuse me pointing out the obvious,

0:26:24 > 0:26:27but surely this could have been done months ago?

0:26:27 > 0:26:29Why are they only asking about this now?

0:26:29 > 0:26:31But before I pester Halifax for answers,

0:26:31 > 0:26:34I want to find out what this party wall is all about.

0:26:34 > 0:26:37A party wall is a wall dividing two properties.

0:26:37 > 0:26:39If any major work was required on either property,

0:26:39 > 0:26:42you'd need to get a party wall agreement.

0:26:42 > 0:26:44To do work without one is actually illegal.

0:26:44 > 0:26:47In Affy's case, her party wall was with her neighbour -

0:26:47 > 0:26:51her neighbour's party wall was with the new developers.

0:26:51 > 0:26:52Getting a bit confusing, isn't it?

0:26:52 > 0:26:56Don't worry, we've called in an expert to explain.

0:26:58 > 0:27:01The Party Wall Act is an act that gives protection to adjoining

0:27:01 > 0:27:04owners when works are going to be undertaken to either property.

0:27:04 > 0:27:07It protects party structures, party walls

0:27:07 > 0:27:11and also has been extended for excavation works.

0:27:11 > 0:27:14So when should you get a party wall agreement drawn up?

0:27:14 > 0:27:17If you know that there is a development being undertaken

0:27:17 > 0:27:20in close proximity to your property, the first

0:27:20 > 0:27:24thing you should be looking out for is notice to be served upon you.

0:27:24 > 0:27:27If, having looked at this, you believe that you should be

0:27:27 > 0:27:29in receipt of a notice,

0:27:29 > 0:27:30if you're within three metres

0:27:30 > 0:27:32or six metres of the development,

0:27:32 > 0:27:36then the best thing to do would be to contact a surveyor.

0:27:36 > 0:27:38And how does all this relate to Affy's house?

0:27:38 > 0:27:42In Affy's case, it is fairly complicated because she wasn't

0:27:42 > 0:27:46entitled to an original notice, but as a result of the works adjacent

0:27:46 > 0:27:52to her, the party wall between her and her neighbour has been damaged.

0:27:52 > 0:27:53So before repairs start,

0:27:53 > 0:27:58Affy needs to draw up her own party wall agreement with her neighbours.

0:27:58 > 0:28:00But it's 18 months since Affy moved out,

0:28:00 > 0:28:03so why haven't these agreements been done already?

0:28:03 > 0:28:07In Affy's case, I would normally expect an insurance company

0:28:07 > 0:28:12- to become involved at the earliest possible time.- Hold your horses...

0:28:12 > 0:28:15Who did she say should have dealt with the agreement?

0:28:15 > 0:28:18I would normally expect an insurance company to become involved

0:28:18 > 0:28:20at the earliest possible time.

0:28:20 > 0:28:22Halifax?!

0:28:22 > 0:28:24Well, if it's their responsibility,

0:28:24 > 0:28:28why have they just raised this issue now, after 18 months?

0:28:28 > 0:28:32I need to start really pushing this forward now.

0:28:33 > 0:28:35Morning, it's Dominic Littlewood from the BBC.

0:28:35 > 0:28:38'The lady at Halifax didn't want her voice used.'

0:28:38 > 0:28:40You sent us an e-mail back -

0:28:40 > 0:28:43when I say you, I'm talking about Halifax in general -

0:28:43 > 0:28:46asking us what the state of the party wall situation is.

0:28:46 > 0:28:48That's not for us to tell you, it's the other way round.

0:28:48 > 0:28:50You guys should be telling us what the situation is.

0:28:50 > 0:28:52She doesn't really answer my question,

0:28:52 > 0:28:58but reiterates that Affy needs to take on an independent party wall surveyor to tackle this issue.

0:28:58 > 0:29:01I totally understand a structural engineer needs to be independent,

0:29:01 > 0:29:05why is this only happening now, 20 months down the line?

0:29:05 > 0:29:08'Surely, getting in a surveyor whilst they waited for the house

0:29:08 > 0:29:11'to stop moving would have speeded things up a bit?'

0:29:11 > 0:29:14It does sound to me... That's what you're saying.

0:29:14 > 0:29:18You can't do anything until you're 100% certain that movement has stopped.

0:29:18 > 0:29:19In which case,

0:29:19 > 0:29:23this problem could be anybody who's got any sort of subsidence movement.

0:29:23 > 0:29:25'But now I've got Halifax on the phone,

0:29:25 > 0:29:28'I'm going to push for some more answers.'

0:29:28 > 0:29:32Who should Affy approach for compensation for all this inconvenience and problems?

0:29:32 > 0:29:34Is that yourselves?

0:29:34 > 0:29:36'Again, she'll find out.'

0:29:36 > 0:29:38Bye-bye.

0:29:38 > 0:29:41I've got to say, poor girl, she's very lovely and very sweet,

0:29:41 > 0:29:43but I ain't half bashed her ears!

0:29:43 > 0:29:46As I was going, I was thinking, "I want to know about this, that,"

0:29:46 > 0:29:49and I fired a load of questions at her. "Come back to me with answers,"

0:29:49 > 0:29:51and she said, "I'll give you an update in an hour or two".

0:29:51 > 0:29:55Certainly haven't made her start of the day a very enjoyable one.

0:29:55 > 0:29:58So I suspect it could take a while before I get Halifax's response,

0:29:58 > 0:30:02but when I do, there are some things I really don't want to hear.

0:30:02 > 0:30:06They've said Mrs Beheshti is required to fund the works!

0:30:06 > 0:30:10I really, really hope at this point that THAT is a misprint.

0:30:13 > 0:30:15It's fantastic news

0:30:15 > 0:30:19when someone wins a battle against the big boys and I know for a fact

0:30:19 > 0:30:22it can be a long, hard slog and some of you just don't give in.

0:30:22 > 0:30:25And good on you! Here's how you did it.

0:30:29 > 0:30:31Cars are one of our biggest expenses

0:30:31 > 0:30:34and car insurance is an essential one.

0:30:34 > 0:30:37When Ian Gallagher went to renew his insurance with a company

0:30:37 > 0:30:40he'd been with for nine years, he got a real shock.

0:30:40 > 0:30:44At this point, the woman repeated, "You'll owe us a £75 fee,

0:30:44 > 0:30:47"another £159, and the £62.85...

0:30:47 > 0:30:51"And is there anything else I can do for you today, sir?"

0:30:51 > 0:30:54I had to bite my tongue at that point!

0:30:54 > 0:30:57They said he needed to pay a price increase of 23%

0:30:57 > 0:31:01or, if he wanted to ensure his car elsewhere, he'd face a penalty.

0:31:01 > 0:31:05This was not something he was willing to take lying down.

0:31:05 > 0:31:10Now, this story begins in the beautiful surroundings of the Lake District.

0:31:10 > 0:31:12High peaks, open fells

0:31:12 > 0:31:17and home to outdoor pursuits instructor Ian Gallagher.

0:31:17 > 0:31:19My car is absolutely essential for the job.

0:31:19 > 0:31:22I need a car to get around because I work at various venues

0:31:22 > 0:31:25around the Lake District, and Wales and Scotland,

0:31:25 > 0:31:27so I need a vehicle to travel.

0:31:27 > 0:31:29I also need a vehicle to carry equipment that I'll use

0:31:29 > 0:31:32in the course of my job and on occasion,

0:31:32 > 0:31:35I have to transport clients around with me.

0:31:35 > 0:31:37So the vehicle is absolutely essential.

0:31:37 > 0:31:41Ian had been a loyal customer of Budget Car Insurance for nine years

0:31:41 > 0:31:45and been more than happy with the cover and service he'd received.

0:31:45 > 0:31:46But all that was about to change.

0:31:48 > 0:31:50I noticed this year when I got my new policy documents

0:31:50 > 0:31:55from Budget that there had been a price hike of £86

0:31:55 > 0:31:59on the previous year, which was the equivalent to roughly 20%.

0:32:00 > 0:32:04In the past, they have made small increases,

0:32:04 > 0:32:07but this increase, bearing in mind I haven't had a claim the entire

0:32:07 > 0:32:11time I've been insured with them, I thought was absolutely outrageous.

0:32:12 > 0:32:17The previous year, Ian had paid £364.64,

0:32:17 > 0:32:23but Budget had driven the renewal price up to £450.96.

0:32:24 > 0:32:28Now, under the terms and conditions outlined by Budget,

0:32:28 > 0:32:32Ian had a 14-day period to accept or decline the renewal.

0:32:32 > 0:32:36But, when the letter arrived, eight days AFTER renewal was due,

0:32:36 > 0:32:37Ian was away from home.

0:32:38 > 0:32:42By the time I arrived back from holiday on 21 May,

0:32:42 > 0:32:46the cooling-off period had expired by over a week,

0:32:46 > 0:32:51therefore I had no chance to act within the cooling-off period.

0:32:51 > 0:32:53To add insult to injury,

0:32:53 > 0:32:56Ian had not only missed the opportunity to cancel his

0:32:56 > 0:33:01increased policy, he'd been charged a further £15 fine for failing to

0:33:01 > 0:33:06return a signed copy of the consumer credit agreement within 14 days.

0:33:06 > 0:33:09So, an unimpressed Ian immediately hit the Internet.

0:33:09 > 0:33:16And found that I could get policies exactly the same as mine

0:33:16 > 0:33:20for less money than Budget were quoting and also with

0:33:20 > 0:33:24the same insurer that they were offering to put me through.

0:33:24 > 0:33:29In fact, he got a quote for just over £300 - almost £150 less

0:33:29 > 0:33:31than Budget's renewal price.

0:33:32 > 0:33:34So how do you explain this?

0:33:34 > 0:33:36'I contacted Budget Insurance'

0:33:36 > 0:33:39to say, "Look, I'm not sure what's going on here.

0:33:39 > 0:33:45"You have increased my policy by £86 this time and I can get cheaper

0:33:45 > 0:33:49"insurance quotes elsewhere for exactly the same policy details.

0:33:49 > 0:33:51"Also, interestingly enough,

0:33:51 > 0:33:55"I can insure my vehicle through you with the same insurer

0:33:55 > 0:33:58"as a new customer for less than you were quoting me

0:33:58 > 0:34:01"as an existing customer, so what's going on?"

0:34:01 > 0:34:03But Budget weren't budging.

0:34:03 > 0:34:06They weren't only not willing to match Ian's Internet quote,

0:34:06 > 0:34:10but if he cancelled his policy, he would be charged for the first

0:34:10 > 0:34:13month's insurance at an increased short-term rate.

0:34:13 > 0:34:19Which, topped with a cancellation fee, came to a whopping £297.16.

0:34:19 > 0:34:24Needless to say, Ian felt as though he was being taken for a ride.

0:34:24 > 0:34:27I think this is something we have all discovered at some point

0:34:27 > 0:34:30or other - and Ian decided his time with Budget was over

0:34:30 > 0:34:31and it was time to move on.

0:34:31 > 0:34:34I then went online,

0:34:34 > 0:34:38because they take monthly instalments from my bank account

0:34:38 > 0:34:41and I just went to the direct debit set-up page

0:34:41 > 0:34:43and cancelled it there and then.

0:34:43 > 0:34:47A few days later, I rang up to say, "I've cancelled this".

0:34:47 > 0:34:50But the worst was yet come.

0:34:50 > 0:34:53Budget said to me, "As we clearly won't be able to collect

0:34:53 > 0:34:56"the money from your bank account,

0:34:56 > 0:35:01"we will pass this outstanding amount onto our debt collection agency."

0:35:03 > 0:35:05Ian discussed the matter with his partner,

0:35:05 > 0:35:09who was concerned that they'd be in the bank manager's bad books.

0:35:09 > 0:35:12In a professional capacity with work, she said, "Well,

0:35:12 > 0:35:15"that unfortunately means that my credit rating will get trashed

0:35:15 > 0:35:17"as well as yours, so we can't have that, Ian.

0:35:17 > 0:35:21"You'll have to pay the money." I said, "There's no way I'm paying the money".

0:35:21 > 0:35:27She said, "We need to sit down and write a letter and get our facts correct."

0:35:27 > 0:35:30It was looking like a big mountain to climb to get his money back

0:35:30 > 0:35:34and Ian decided if Budget were going to play hardball,

0:35:34 > 0:35:36he'd only communicate with them in writing.

0:35:36 > 0:35:39We outlined all of the details of our grievance

0:35:39 > 0:35:42insomuch that the policy had been hiked up by 20%.

0:35:43 > 0:35:48We also made reference to things that they had in their terms,

0:35:48 > 0:35:52I think it was under "Cancellations" or something like that,

0:35:52 > 0:35:57with respect to the fact that in actual fact, if we hadn't signed

0:35:57 > 0:36:02this credit agreement, there wasn't a great deal they could do about it.

0:36:02 > 0:36:05Ian had certainly done his research

0:36:05 > 0:36:08and picked holes in the small print of Budget's renewal terms.

0:36:08 > 0:36:11Firstly, Ian had not received anything in writing

0:36:11 > 0:36:13before the end of the old policy.

0:36:13 > 0:36:18And secondly, Budget had failed to find Ian the best price.

0:36:18 > 0:36:20But instead of receiving a written response,

0:36:20 > 0:36:24Budget tried to call Ian and left him a voicemail.

0:36:24 > 0:36:26I just thought, "No, I don't want to speak to you,

0:36:26 > 0:36:30"so I'm going to reply to your voicemail in writing,

0:36:30 > 0:36:33"stating I will only deal with you in writing. No other way."

0:36:33 > 0:36:37Ian's tactics were spot-on and within a few days,

0:36:37 > 0:36:39Budget sent him an interesting response.

0:36:41 > 0:36:46"We can understand why you feel aggrieved about having missed

0:36:46 > 0:36:49"the cooling-off period...

0:36:50 > 0:36:56"We will waive the £15 non-return of credit agreement fine,

0:36:56 > 0:36:58"so to speak, and also...

0:36:58 > 0:37:01"the £75 cancellation fee."

0:37:01 > 0:37:04They were also prepared to cancel that.

0:37:04 > 0:37:08If we were happy to leave it at that, then they were happy to leave it at that themselves.

0:37:08 > 0:37:09So that was a good result.

0:37:11 > 0:37:15Ian's perseverance not only saved him nearly £300, but a whole

0:37:15 > 0:37:18load of hassle from the debt collectors and Budget would like

0:37:18 > 0:37:20to state that...

0:37:28 > 0:37:33I did feel very relieved that everything had been dropped.

0:37:33 > 0:37:38I was somewhat surprised at just how easy it was.

0:37:38 > 0:37:40Using the means that we did - writing letters

0:37:40 > 0:37:44and making sure that everything was sent recorded delivery...

0:37:44 > 0:37:47It certainly seemed to bring about the good result

0:37:47 > 0:37:49that we were very happy with in the end.

0:37:49 > 0:37:54Well done, Ian. Proof that when it comes to insurance companies, it's worth going that extra mile.

0:37:58 > 0:38:02I've spent the last 11 weeks hard at work, trying to help Affy Beheshti.

0:38:02 > 0:38:06Her beloved house was literally cracking around her ears,

0:38:06 > 0:38:10forcing her to move into rented accommodation, but after 18 months,

0:38:10 > 0:38:14Affy's insurance company Halifax have not started any repairs.

0:38:14 > 0:38:17They've not told her what's going on with her claim or

0:38:17 > 0:38:19whether they're willing to cover her at all.

0:38:19 > 0:38:22I feel because of what's happened and I've had to move

0:38:22 > 0:38:26out of my house through no fault of my own,

0:38:26 > 0:38:28that my life is in limbo.

0:38:28 > 0:38:33So my life is on hold until this mess is sorted out.

0:38:33 > 0:38:36I've been battling hard to get Affy the assurances she needs

0:38:36 > 0:38:40and they have given me some answers, but not enough.

0:38:40 > 0:38:44But finally, it looks like Halifax have sent through something concrete.

0:38:44 > 0:38:47Halifax have got back to me with a letter answering most of my queries.

0:38:47 > 0:38:49Wait till you hear this -

0:38:49 > 0:38:51I've said, "Who's going to pay for the work?"

0:38:51 > 0:38:54And they've said, "Mrs Beheshti is required to fund the works!"

0:38:54 > 0:38:58I really, really hope at this point that THAT is a misprint.

0:38:59 > 0:39:02Morning. It's Dominic from the BBC.

0:39:02 > 0:39:04I've got to say, my heart is racing a little bit.

0:39:04 > 0:39:06I've just read your letter to us.

0:39:06 > 0:39:09'Halifax say it's just a term of reference

0:39:09 > 0:39:12'and it's not Affy that's required to pay for the works.

0:39:12 > 0:39:15'It's funded by her insurance cover. Phew!'

0:39:15 > 0:39:18OK. My heart rate is just slowing down now.

0:39:18 > 0:39:20I'm going to meet Affy this morning

0:39:20 > 0:39:22and I'm going to give her some news.

0:39:22 > 0:39:25Can you just summarise for me what I'm OK to tell her

0:39:25 > 0:39:28as far as the Halifax is concerned on this claim?

0:39:28 > 0:39:31'Crikey, there's plenty for me to report back to Affy.

0:39:31 > 0:39:34'Now remember, she asked me to get written confirmation that her

0:39:34 > 0:39:38'rent and storage would be paid and to find out when the repair

0:39:38 > 0:39:41'is going to start and ensure it's done in the correct manner.'

0:39:41 > 0:39:44Well, I've got some news on all fronts

0:39:44 > 0:39:45AND something a little extra.

0:39:45 > 0:39:48But after 18 difficult months,

0:39:48 > 0:39:50I'm off to meet Affy down her local pub.

0:39:50 > 0:39:53How are you feeling right now about the situation, Affy?

0:39:53 > 0:39:57Well, still anxious and I'd like to know what's happened,

0:39:57 > 0:39:59what's going to happen, where I stand.

0:39:59 > 0:40:02Let me tell you, I've made plenty of phone calls.

0:40:02 > 0:40:04My little digit's worn out, I'm telling you!

0:40:04 > 0:40:07Halifax have been fairly good.

0:40:07 > 0:40:10I've got a single point of contact who's really taken on board everything

0:40:10 > 0:40:13and she's done whatever she can to try and get me the right answers.

0:40:13 > 0:40:16One thing you were concerned about was the rental accommodation.

0:40:16 > 0:40:18Bearing in mind, in theory,

0:40:18 > 0:40:22you've already exhausted the limit which they would normally give you.

0:40:22 > 0:40:25The good news is they've said to you that will be ongoing.

0:40:25 > 0:40:28- That's indefinite until you get your problem sorted out.- OK.

0:40:28 > 0:40:32If your landlord or landlady even insists on you signing

0:40:32 > 0:40:35a six-month contract, rather than a one-month rolling one,

0:40:35 > 0:40:37- they're prepared for you to do that. - That's good.

0:40:37 > 0:40:40As far as your storage costs are concerned, the same.

0:40:40 > 0:40:44- That'll be ongoing until you're back in your house.- OK.- You shouldn't have to pay anything.- Good.

0:40:44 > 0:40:49If you get any bills, forward them on and get them paid. Compensation.

0:40:49 > 0:40:52Now, you are insured and you have got legal cover

0:40:52 > 0:40:56and they will start a claim going in on your behalf for compensation.

0:40:56 > 0:41:00Because of your inconvenience, I think you'll be quite happy with the payout you get eventually.

0:41:00 > 0:41:04- OK.- Now, we're getting to the more important issues about your house.

0:41:04 > 0:41:07The problems are massive, you know that.

0:41:07 > 0:41:11They've granted you permission to instruct your own structural surveyor.

0:41:11 > 0:41:12They will pay those costs.

0:41:12 > 0:41:16'And for Affy, this is a huge breakthrough.

0:41:16 > 0:41:19'As I rattled through the small print, I explain how Halifax

0:41:19 > 0:41:22'have agreed that the surveyor Affy hires will have the power to

0:41:22 > 0:41:27'investigate and advise regarding the scope of the repairs required.

0:41:27 > 0:41:30'So Affy will be in total control of her repairs

0:41:30 > 0:41:34'and handle the all-important party wall agreement.'

0:41:34 > 0:41:38They are so keen now to get your house back to its former glory,

0:41:38 > 0:41:42they said to me they reckon you'll be back in there within about three months.

0:41:42 > 0:41:47'I don't blame her for being a cynic after such a long battle with them.

0:41:47 > 0:41:49'But Halifax have told me that...'

0:41:59 > 0:42:01And that...

0:42:11 > 0:42:13So, sounds to me like Halifax

0:42:13 > 0:42:16are committed to getting Affy back on track.

0:42:16 > 0:42:19And in order to illustrate just how far we've come over the last

0:42:19 > 0:42:22few months, I've arranged for independent surveyor

0:42:22 > 0:42:26Steve Coates to talk Affy through where we go from here.

0:42:26 > 0:42:29Right, a builder's surveyor has had a look round your place.

0:42:29 > 0:42:32It'll be interesting to see what he says. Hi, Steve.

0:42:32 > 0:42:35- Dominic, nice to meet you. - Nice to meet you. Hi, Affy.

0:42:35 > 0:42:38- Hi, Steve.- Bit shocking, eh? - It is.

0:42:38 > 0:42:39It's going to take a bit of work,

0:42:39 > 0:42:42bit of negotiation with the neighbours, but I'm sure

0:42:42 > 0:42:45we can get it all reinstated and get your house back to how it was.

0:42:45 > 0:42:48We can get you on track and we'll get a programme of works

0:42:48 > 0:42:50so you'll know how long it's going to take.

0:42:50 > 0:42:54- Obviously, then your insurance company will also know how long it'll take.- Told you, Affy.

0:42:54 > 0:42:57- Once it starts, it snowballs.- Good. - How does that sound to you?

0:42:57 > 0:42:58That's good news, yeah.

0:43:00 > 0:43:03This never was going to be an overnight success story for me

0:43:03 > 0:43:07and certainly not for Affy - it's been 18 months of hard slog for her.

0:43:07 > 0:43:09Certainly now, she's turned a corner

0:43:09 > 0:43:12and it won't be long before she gets her house back.<<<OUT>>>

0:43:34 > 0:43:37Subtitles by Red Bee Media Ltd