0:00:00 > 0:00:03I've been fighting your consumer battles for years now.
0:00:03 > 0:00:07But the same old problems just keep flooding in.
0:00:07 > 0:00:09And it's all the usual suspects.
0:00:09 > 0:00:13Poor customer service, faulty goods and hidden small print.
0:00:13 > 0:00:16No wonder some of you are fed up with the way you're being treated.
0:00:17 > 0:00:22Staff not being attentive to the customers. Talking to each other rather than the customer.
0:00:22 > 0:00:28You're calling up someone to get through to the bank or your insurance company
0:00:28 > 0:00:30and you don't actually get to speak to someone.
0:00:30 > 0:00:32I find it really irritating.
0:00:32 > 0:00:38I couldn't agree more. Things need to change. We're on a mission to get companies to treat us better.
0:00:38 > 0:00:42I'll be taking on your cases and fighting your fight with the big companies.
0:00:42 > 0:00:45Well, it started off very amicably,
0:00:45 > 0:00:49and I said, "Please take note of these few questions." About a dozen!
0:00:49 > 0:00:54There were a few stingers in there. I bet she was thinking, "That's going to cause me a lot of work."
0:00:54 > 0:00:57And I'll be showing you how to shop smart and stay one step ahead.
0:00:58 > 0:01:00- Can they do this to you?- No.
0:01:00 > 0:01:04- But it says it's a sale item.- And?
0:01:04 > 0:01:06So remember, don't get done...
0:01:06 > 0:01:07Get Dom!
0:01:12 > 0:01:17On today's show, one couple battle to save their house from crumbling down around them.
0:01:17 > 0:01:22As you can see, Dom, this is actually a damp patch.
0:01:22 > 0:01:24Do you know what, that's so noticeable when I walked in,
0:01:24 > 0:01:26initially I thought that was just a shadow.
0:01:26 > 0:01:31Plus we look at the dangers of using an unregistered gas engineer.
0:01:31 > 0:01:34That took him about three months to do the boiler.
0:01:34 > 0:01:41And roving reporter Rani Price steps up a gear and finds out how clued up we are with car insurance.
0:01:41 > 0:01:44Is it the extra things that aren't covered, or the whole car?
0:01:44 > 0:01:48I'd say, the way you're looking, it's apparently not!
0:01:52 > 0:01:55There's no bigger purchase than buying your first home
0:01:55 > 0:02:00and nothing is as exciting as getting the keys on the day you complete the sale.
0:02:00 > 0:02:02But what would you do if on the day you moved in,
0:02:02 > 0:02:05you suddenly discovered there was a major problem with the house
0:02:05 > 0:02:08that was going to cost you thousands of pounds to sort out?
0:02:10 > 0:02:14Unfortunately, that's what's happened to John Blanch and Hannah Stone.
0:02:14 > 0:02:19They scrimped and saved for years to buy their first house together
0:02:19 > 0:02:22only to discover shortly after moving in,
0:02:22 > 0:02:24that it was riddled with damp.
0:02:25 > 0:02:27John and Hannah met ten years ago
0:02:27 > 0:02:29and recently got engaged.
0:02:29 > 0:02:32But instead of spending a fortune on getting married,
0:02:32 > 0:02:36they wanted to use their hard-earned cash to put a deposit down on the house.
0:02:36 > 0:02:39We looked for a while, we saw a lot of properties.
0:02:39 > 0:02:44This was the one that stood out more than any cos it was a little bit quirky.
0:02:44 > 0:02:47A little bit quaint, and we fell in love with it.
0:02:47 > 0:02:52They decided to buy the two-bed property so arranged a mortgage with Chelsea Building Society.
0:02:52 > 0:02:56John and Hannah needed to get a homebuyer's survey carried out
0:02:56 > 0:02:58to ensure there was nothing major wrong with the property
0:02:58 > 0:03:01and the building society said they could help with that, too.
0:03:01 > 0:03:04They used a company called Metropolis Surveyors
0:03:04 > 0:03:09and they put everything in action for us and we sat back and waited for the report to come through.
0:03:09 > 0:03:14The homebuyers report came back and there was nothing on it to worry John and Hannah.
0:03:14 > 0:03:18There were a few things flagged up like we expected such as replacement of the heating system,
0:03:18 > 0:03:22but there was nothing else that was suspect in there.
0:03:22 > 0:03:26Underneath the risk sections it stated "Dampness - none noted".
0:03:27 > 0:03:31But the couple had barely unpacked before they realised they had a problem.
0:03:32 > 0:03:40We started decorating. Within a couple of days we noticed little marks appearing in the paint.
0:03:40 > 0:03:43It was just apparent there was something wrong, wasn't there?
0:03:43 > 0:03:46When we rollered the walls, the old paint was coming off on the roller.
0:03:46 > 0:03:49It kept spreading and spreading.
0:03:49 > 0:03:51Then it became quite obvious we had a problem.
0:03:51 > 0:03:54And the problem just got worse and worse.
0:03:54 > 0:03:57When I first saw the damp patches,
0:03:57 > 0:04:00you try to tell yourself it's something else.
0:04:00 > 0:04:03You think, "No, we had the survey done. No way it's damp.
0:04:03 > 0:04:05"It said it was all clear."
0:04:05 > 0:04:09And so you try to kid yourself that it's something you can rectify.
0:04:09 > 0:04:11But obviously it wasn't.
0:04:11 > 0:04:13Hannah got straight onto the phone to her surveyors.
0:04:13 > 0:04:16We spoke to Metropolis several times back and forth.
0:04:16 > 0:04:22And when they sent us the last email they said they couldn't help us any further,
0:04:22 > 0:04:25they didn't feel it was their problem. That the was last we contacted them.
0:04:25 > 0:04:30Not knowing where to turn, the couple sought advice elsewhere.
0:04:30 > 0:04:33They were told to take their complaint to the Financial Ombudsman.
0:04:33 > 0:04:35They did look into the case
0:04:35 > 0:04:38but it came back as, um...
0:04:38 > 0:04:42That there was no case to put forward.
0:04:44 > 0:04:47John and Hannah feel they've had the wind knocked out of their sails.
0:04:47 > 0:04:49Moving into their first property
0:04:49 > 0:04:51should have been really exciting.
0:04:51 > 0:04:54But it's ended up causing them worry and stress.
0:04:54 > 0:04:56I'm keen to see if I can help,
0:04:56 > 0:04:59so I've come to meet them to find out what's happened since their initial complaint.
0:04:59 > 0:05:03- Hiya.- Hi. I'm Hannah. - Good to meet you.- John.
0:05:03 > 0:05:04- John, nice to meet you.- Come on in.
0:05:04 > 0:05:06How you doing today?
0:05:06 > 0:05:09'First off, I'd like to see this damp for myself.'
0:05:09 > 0:05:12This is an example of some of the damp we have in the property.
0:05:12 > 0:05:16As you can see, if you follow this shadow, this is a damp patch.
0:05:16 > 0:05:21Do you know, that's so noticeable, when I walked in, I thought that was a shadow.
0:05:21 > 0:05:24No, that's actually a patch of damp.
0:05:24 > 0:05:26Can you feel the damp? You can, can't you?
0:05:26 > 0:05:28On your hands.
0:05:28 > 0:05:33- So another plug socket there.- Yeah. - That's really damp, isn't it?- Yeah.
0:05:33 > 0:05:36What surprises me is you can see it go right round here,
0:05:36 > 0:05:38but you've got a radiator that's on.
0:05:38 > 0:05:41- Yes.- You say this is mostly downstairs.- Yes.
0:05:41 > 0:05:46This runs throughout the whole of the downstairs. We've been told the damp is over 100% in the kitchen.
0:05:46 > 0:05:49- And then through the hallway. - Crikey.
0:05:49 > 0:05:51'Time to get down to the details.'
0:05:51 > 0:05:54After you reported these problems to them,
0:05:54 > 0:05:56did anybody from Metropolis come back and have a look?
0:05:56 > 0:06:01Yeah, the guy that did the original survey came back.
0:06:01 > 0:06:04- It took quite a while to get to that stage, though.- Right.
0:06:04 > 0:06:07He checked the bits we said we weren't happy with
0:06:07 > 0:06:10and went on his way.
0:06:10 > 0:06:14When the couple complained to Metropolis, they were told that during the original survey,
0:06:14 > 0:06:16the surveyor hadn't been able to check the walls
0:06:16 > 0:06:18as there was furniture in the way.
0:06:18 > 0:06:22They basically said that they couldn't test certain areas
0:06:22 > 0:06:26and that's why they didn't pick certain stuff up.
0:06:26 > 0:06:32'But the couple's homebuyer's report didn't say anything about being prevented from taking damp readings.
0:06:32 > 0:06:37'And under the headings "dampness", it simply stated "none noted".'
0:06:37 > 0:06:39Was there areas he couldn't get to?
0:06:39 > 0:06:43There might have been the odd area, but the dampness runs through the whole ground area,
0:06:43 > 0:06:47so if you can't test two walls, there's plenty of other areas to pick damp up from.
0:06:47 > 0:06:51And also it runs so high. It's over a metre.
0:06:51 > 0:06:55- Yes, it's obviously not a localised one corner spot or something.- No.
0:06:55 > 0:06:57It's pretty much the whole ground floor.
0:06:57 > 0:07:01Even if somebody wasn't able to check a certain area,
0:07:01 > 0:07:03cos it was cluttered or he couldn't get there,
0:07:03 > 0:07:09surely they would have to report that and they'd have to state they weren't able to check whatever.
0:07:09 > 0:07:13This is one of our arguments. In the report, there's a section that says "limitations".
0:07:13 > 0:07:15He says, "There were no limitations to our inspection."
0:07:15 > 0:07:21And I said to Metropolis if the house was so cluttered they couldn't do an accurate damp test,
0:07:21 > 0:07:24then they should have put that in their limitations section.
0:07:24 > 0:07:28- To which they didn't respond. - Didn't even give you an answer?- No.
0:07:28 > 0:07:32- I don't feel that I've got what I paid for.- No.- At all.- No.
0:07:32 > 0:07:35When we got told by the people fitting the heating
0:07:35 > 0:07:39that it was wet-through underneath the house,
0:07:39 > 0:07:41the house was soaking,
0:07:41 > 0:07:44that's when you realise that it was a really big problem.
0:07:44 > 0:07:48'Understandably worried, the couple ordered an independent survey
0:07:48 > 0:07:50'which stated they also had dry rot
0:07:50 > 0:07:55'and the problems had been present for between five and seven years.'
0:07:55 > 0:07:58Have you any idea how much it will cost to put all this damp right?
0:07:58 > 0:08:04We've had sort of semi quotes, so to speak, of ten grand to start with.
0:08:04 > 0:08:07- Ouch!- And that's before they even find out what the problem is.
0:08:07 > 0:08:14Because specialists have come round and they say, "It could be this, could be that",
0:08:14 > 0:08:19- but they need to take everything out and find the actual fault. - The root of it.
0:08:19 > 0:08:21Part of the floor had started to fall away.
0:08:21 > 0:08:25So one side of the floor has got no support to it at all.
0:08:25 > 0:08:28Right. Now we're starting to talk about mega-bucks.
0:08:28 > 0:08:31Once dry rot sets in, whether it's dry or wet rot,
0:08:31 > 0:08:34once that sets in, that's obviously a disease,
0:08:34 > 0:08:39and it spreads and before you know it you have to replace joists and rafters and God knows what.
0:08:39 > 0:08:43- Yep.- And it's a job that needs doing because it can destroy the house from the inside out.
0:08:43 > 0:08:45How do you feel about this house right now?
0:08:45 > 0:08:47I think we just wish we hadn't bought it.
0:08:47 > 0:08:51- That's the bottom line.- It's the biggest thing you'll ever buy
0:08:51 > 0:08:57in your life, and it's not the sort of thing you should think it's the worst mistake you've made.
0:08:57 > 0:09:00Talking about money, if you don't get anywhere,
0:09:00 > 0:09:03- can you afford to get the work done? - No.- No.
0:09:03 > 0:09:08So what will happen if we can't get this problem sorted out? What will you do about it?
0:09:10 > 0:09:12- I really don't know.- I don't know.
0:09:12 > 0:09:17- Presumably, you can't afford to sell it because...- We won't get nothing for it.- Make a huge loss.
0:09:17 > 0:09:20I notice you've got an engagement ring on. When are you getting married?
0:09:20 > 0:09:25We haven't managed to set a date. We were going to buy a house and save up to get married.
0:09:25 > 0:09:30But that hasn't gone to plan cos all our money's going back into the house.
0:09:30 > 0:09:33- So you've had to put that on hold? - Yes.- Shame.- Family life has kind of...
0:09:33 > 0:09:36- Taken a back seat.- Yes.- Yes.
0:09:40 > 0:09:44What a shame that should be the happiest time in a young couple's lives
0:09:44 > 0:09:46has been marred by something like this.
0:09:46 > 0:09:49I've got to start making some phone calls.
0:09:49 > 0:09:52As Metropolis Surveyors carried out the Homebuyer's Report,
0:09:52 > 0:09:54they're the people I most want to speak to.
0:09:54 > 0:09:58But what about John and Hannah's mortgage provider, Chelsea Building Society?
0:09:58 > 0:10:01After all, they gave the couple Metropolis's name.
0:10:01 > 0:10:06Chelsea Building Society have told us this is standard practice for a mortgage lender
0:10:06 > 0:10:10and that, "We offer applicants access to a wide panel
0:10:10 > 0:10:12"of professional and accredited surveyors
0:10:12 > 0:10:14"to carry out a survey on the home.
0:10:14 > 0:10:18"There is no obligation on an applicant to use one of these surveyors
0:10:18 > 0:10:20"or indeed, to have a survey done at all."
0:10:20 > 0:10:25They are also keen to point out that "the agreement to carry out a homebuyer report
0:10:25 > 0:10:28"or a building survey is between the applicant and the surveyor
0:10:28 > 0:10:30"and as the lender, we do not see it."
0:10:30 > 0:10:34So, it looks like my focus needs to be on Metropolis Surveyors.
0:10:34 > 0:10:37The company was set up in 2004
0:10:37 > 0:10:39and offer...
0:10:41 > 0:10:47Metropolis say they have over 100 surveyors working for them throughout England and Wales
0:10:47 > 0:10:51and they are committed to ensuring that their surveyors work to the highest standards possible
0:10:51 > 0:10:53in terms of...
0:10:58 > 0:11:01'I think John and Hannah would beg to differ.
0:11:01 > 0:11:03'I'm going to try and get hold of someone at Metropolis.'
0:11:04 > 0:11:07AUTOMATED MESSAGE: Welcome to Metropolis Surveyors.
0:11:07 > 0:11:10In order to direct your call to the relevant department,
0:11:10 > 0:11:13please select from the following. Press one...
0:11:13 > 0:11:16'The automated message reels off a list of departments
0:11:16 > 0:11:20'and after a bit of button pressing, I finally get through to a manager.'
0:11:22 > 0:11:24- 'Melinda speaking.'- Hello, Melinda. Good morning.
0:11:24 > 0:11:27It's Dominic Littlewood calling from the BBC.
0:11:27 > 0:11:28- Hello!- Hi, there.
0:11:28 > 0:11:35We've had somebody contact us and they've got an issue with you/ Chelsea Building Society.
0:11:35 > 0:11:40It's linked together. But I think it's mainly you. You're the first call I've made.
0:11:40 > 0:11:42I'd like to give you all the details.
0:11:42 > 0:11:46I don't expect any answers or anything now, so don't worry about that.
0:11:46 > 0:11:49- 'OK.'- I can email everything over.
0:11:49 > 0:11:52'I bring Melinda up to speed on John and Hannah's case.'
0:11:52 > 0:11:56'If you can let me have the email, then we'll get on it for you.'
0:11:56 > 0:12:00Smashing. I'll get it over to you a little bit later on.
0:12:00 > 0:12:03- 'All right. Thanks, Dominic.' - Lovely talking to you. Bye.- 'Bye'.
0:12:03 > 0:12:06'I send the email to Melinda straightaway
0:12:06 > 0:12:08'and I'm glad I've got the ball rolling
0:12:08 > 0:12:11'because it's clear John and Hannah have a serious problem on their hands.
0:12:14 > 0:12:17'And when we call in some expert advice,
0:12:17 > 0:12:20'we learn just how serious those problems are.'
0:12:20 > 0:12:22That's significantly in the red.
0:12:22 > 0:12:26This is something that needs to be addressed. Quite soon.
0:12:31 > 0:12:34I'm Rani Price and there's nothing I like better
0:12:34 > 0:12:36than helping you, the buying public,
0:12:36 > 0:12:41through the minefield of regulations to make sure you stay savvy shoppers.
0:12:44 > 0:12:46Consumer law can be very confusing.
0:12:50 > 0:12:51And it doesn't stop there.
0:12:51 > 0:12:56But knowing just a few of these laws can save you not only money
0:12:56 > 0:12:58but a lot of hassle as well.
0:12:59 > 0:13:01Do you know what this is?
0:13:01 > 0:13:06'Today, I'm out on the streets armed with questions to put to you, the buying public.
0:13:06 > 0:13:10To find out if you know your consumer rights from your consumer wrongs.
0:13:11 > 0:13:14Car insurance. You can't get behind the wheel without it.
0:13:14 > 0:13:18But if you're not careful, when taking out insurance or making a claim,
0:13:18 > 0:13:21you might find you're not covered if the unthinkable happens.
0:13:23 > 0:13:26'So I'm going to conduct a little quiz with shoppers
0:13:26 > 0:13:28'to find out if they fully understand their road rights.'
0:13:29 > 0:13:31- Do you have car insurance?- Yeah.
0:13:31 > 0:13:33Can I ask you how you chose who to go with?
0:13:33 > 0:13:35Did you use one of those comparison sites?
0:13:35 > 0:13:37Yeah, I went online to look.
0:13:37 > 0:13:42- I use search engines. Confused.com, things like that.- Yep.
0:13:42 > 0:13:47I will go directly to organisations and I use a number of third-party websites as well.
0:13:47 > 0:13:51- Go Compare. One of them comparison websites.- Why did you choose one of those?
0:13:51 > 0:13:53Easier. You don't have to look through all the websites.
0:13:53 > 0:13:56They do it for you. Put in your details and they find the best price.
0:13:56 > 0:13:59- OK. You go to the comparison sites. - Exactly.
0:13:59 > 0:14:02Are you any good at filling those in when they ask all those questions?
0:14:02 > 0:14:05They say things like, "What's your job title?"
0:14:05 > 0:14:07Is your job listed on there?
0:14:09 > 0:14:13No. I had to put in... What did I have to put in?
0:14:13 > 0:14:15- I think I said "other".- OK.
0:14:15 > 0:14:16I think there was an "other" option.
0:14:16 > 0:14:18Your job isn't there, so what do you normally do?
0:14:18 > 0:14:23I just put generic office-based job!
0:14:24 > 0:14:27You have a bit of a bump. You try and claim,
0:14:27 > 0:14:30and your insurance company say, "Your job isn't what you said it is.
0:14:30 > 0:14:32"We're not going to pay out."
0:14:32 > 0:14:36- Are they allowed to do this?- No, I don't think they would be allowed to do that.
0:14:36 > 0:14:39They do say that certain people are a higher risk.
0:14:39 > 0:14:41So people who work in bars, around alcohol,
0:14:41 > 0:14:46people who do night shifts, they say, actually, your insurance should be higher.
0:14:46 > 0:14:49So if you do have a bump and you haven't told them your real job,
0:14:49 > 0:14:51they can refuse to pay out.
0:14:51 > 0:14:52I didn't know that.
0:14:53 > 0:14:55Well, you do now!
0:14:55 > 0:14:58Here's someone to fill us in with more of the facts
0:14:58 > 0:15:00about your work and the wheels you drive.
0:15:04 > 0:15:06If you're buying your insurance online,
0:15:06 > 0:15:10then check very carefully how they define risks such as occupation.
0:15:10 > 0:15:14If the occupation listed doesn't match what you do,
0:15:14 > 0:15:18call the insurer up or check with the comparison website.
0:15:18 > 0:15:23Because the last thing you want to do is put down a description of your occupation
0:15:23 > 0:15:26that doesn't tally with what you actually do.
0:15:27 > 0:15:29Unfortunately, you've had a bit of a bump.
0:15:29 > 0:15:31The car is written off.
0:15:31 > 0:15:35And the insurance company go, "I'll give you 1,200." And you go, "Hang on a minute!
0:15:35 > 0:15:40"My car's worth more than that!" What can you do in that situation? Can they do that to you?
0:15:40 > 0:15:44What would I do? I'd probably make a lot of noise and see what else they could do for me.
0:15:44 > 0:15:48Um... I would say yes!
0:15:48 > 0:15:50I think they'd do it from market value and stuff.
0:15:50 > 0:15:53Insurers go from the information they have on the vehicle.
0:15:53 > 0:15:58So if they're offering you an amount of money that doesn't enable you to go to your local garage
0:15:58 > 0:16:00and make a similar make and model of vehicle,
0:16:00 > 0:16:04you're within your rights to go back and argue your case.
0:16:04 > 0:16:09Give them evidence, for example, what it costs to buy a similar make and model of vehicle
0:16:09 > 0:16:16in your own garage. Then you can normally reach an agreed settlement with your insurer.
0:16:16 > 0:16:19You get your car. It's all lovely.
0:16:19 > 0:16:23But you decide to pimp it up a bit.
0:16:23 > 0:16:27OK? Get a sat-nav in there, a CD changer in there.
0:16:27 > 0:16:31You haven't told the insurance company. The car is stolen.
0:16:31 > 0:16:35You try to claim but the insurance company say it's void.
0:16:35 > 0:16:38- Your policy is void. Can they do that?- Yes.
0:16:38 > 0:16:42Do they still need to pay out for those things?
0:16:42 > 0:16:46I would imagine so. But you're going to tell me that they don't.
0:16:46 > 0:16:49- Can you claim?- You're not insured for all the extra things you put in it.
0:16:49 > 0:16:51- Yeah?- OK.
0:16:51 > 0:16:53But what about for the car itself?
0:16:54 > 0:16:57Is it just the extra things that aren't covered, or the whole car?
0:16:57 > 0:17:01I'd say, from the way you're looking, probably not!
0:17:01 > 0:17:06If your car is stolen, you'll normally claim what the value of the vehicle is to replace.
0:17:06 > 0:17:08So if you've upgraded the vehicle
0:17:08 > 0:17:11then provided you've told the insurer, that would form part of your claim.
0:17:11 > 0:17:15But if you are making significant changes to your vehicle,
0:17:15 > 0:17:18you should always tell your insurer cos it could increase the risk.
0:17:18 > 0:17:22So, there you go. Knowing your rights when it comes to car insurance
0:17:22 > 0:17:24could save you a lot of pain when it comes to making a claim.
0:17:30 > 0:17:34'I've been answering a plea for help from John Blanch and Hannah Stone
0:17:34 > 0:17:36'who moved into their treasured first home
0:17:36 > 0:17:39'only to discover the property they've sacrificed so much for
0:17:39 > 0:17:41'was suffering from damp.'
0:17:42 > 0:17:47Everything is wet through, so we can't put a dining table in here
0:17:47 > 0:17:49or making it a room at all.
0:17:49 > 0:17:52We can't get on with putting our own touches on the property
0:17:52 > 0:17:56because there's no point in doing anything cos it's just going to get ruined.
0:17:56 > 0:18:00'Before the couple moved, they had a homebuyer's survey done
0:18:00 > 0:18:02'by a couple called Metropolis Surveyors.
0:18:02 > 0:18:06'Unfortunately, this survey made no mention of any damp problems
0:18:06 > 0:18:08'and it wasn't until the couple moved in
0:18:08 > 0:18:11'that they realised what they were facing.'
0:18:11 > 0:18:15What will happen if we can't get this problem sorted out? What will you do about it?
0:18:17 > 0:18:19- I really don't know.- We don't know.
0:18:21 > 0:18:25'I've spoken to Metropolis Surveyors to let them know I'm on the case
0:18:25 > 0:18:27'and have emailed them an outline of John and Hannah's issues
0:18:27 > 0:18:29'and asked a few basic questions.
0:18:29 > 0:18:32'A chap called Richard has replied
0:18:32 > 0:18:33'so I'm going to give him a call.'
0:18:33 > 0:18:36Good afternoon. Is Richard there, please?
0:18:36 > 0:18:40'The guy who answers tells me Richard no longer works there.'
0:18:40 > 0:18:43I got an email from him recently. How long ago did he leave?
0:18:43 > 0:18:48'He tells me he left a few days ago and will find out who I should talk to now.
0:18:49 > 0:18:51'He's quickly back on the line
0:18:51 > 0:18:54'and says I need to deal with a chap called Geoff,
0:18:54 > 0:18:55'the commercial director.
0:18:55 > 0:18:57'But he says Geoff's not in the office,
0:18:57 > 0:18:59'so can I send him an email.'
0:18:59 > 0:19:01Smashing. Is Geoff around this afternoon?
0:19:01 > 0:19:03'He tells me that he won't be.
0:19:03 > 0:19:06'But if I email him, he'll get back to me soon.
0:19:06 > 0:19:09'Not good enough. So I change tack.'
0:19:10 > 0:19:15Now, I'm struggling here, because I tried to get this guy's mobile number.
0:19:15 > 0:19:18They wouldn't give it to me. They said, "He's out of the office. Email him."
0:19:18 > 0:19:21I don't want to send an email. I want to speak to somebody personally.
0:19:21 > 0:19:26So I've said, give me his direct dial number and I'll leave a voice message.
0:19:26 > 0:19:30So I've got his direct dial number. There'll be no firewall to stop me getting through.
0:19:32 > 0:19:37'The guy comes back on the line and tells me the commercial director doesn't have a direct dial number
0:19:37 > 0:19:41'and goes on to say he doesn't even have a phone in his office!'
0:19:41 > 0:19:46Hang on. He's your commercial director and he hasn't got a landline number?
0:19:46 > 0:19:48He hasn't got a phone on his desk?!
0:19:48 > 0:19:54'He then corrects himself, saying there is a phone in his office but no number to be put through to.
0:19:54 > 0:19:56'It's all a bit confusing.
0:19:56 > 0:20:01'All I want to do is chat to someone senior about John and Hannah's case.'
0:20:01 > 0:20:04I'm trying to sort this issue out here cos I'm making a programme.
0:20:04 > 0:20:08At the moment, I've been told the person who contacted us last week has now left the company.
0:20:08 > 0:20:14The person I need to speak to, Geoff, does all his business by mobile
0:20:14 > 0:20:16but you can't give the number out.
0:20:16 > 0:20:21I can't leave a message on his mobile and you can't put me through to his landline
0:20:21 > 0:20:23cos you're not sure he's got one in his office.
0:20:23 > 0:20:26'He says he'd rather not comment.'
0:20:26 > 0:20:29Fair enough. Well, I'll send him an email.
0:20:29 > 0:20:32Can you also, once I ring off,
0:20:32 > 0:20:34contact him via this mobile number that he's got
0:20:34 > 0:20:38and let him know we've attempted to call him to speak to him.
0:20:38 > 0:20:42And particularly urgently, if we can, really.
0:20:42 > 0:20:46'He asks for my contact details and says he'll pass them on to Geoff.'
0:20:46 > 0:20:48Thanks very much. Bye-bye.
0:20:50 > 0:20:55I fire off an email and hopefully I'll hear from Metropolis's commercial director Geoff soon.
0:20:55 > 0:20:57While I wait for them to get back to me,
0:20:57 > 0:21:01it leaves me some time to survey the world of surveyors.
0:21:01 > 0:21:03When you buy something as big as a house,
0:21:03 > 0:21:05you need to know exactly what you're getting into.
0:21:05 > 0:21:08Which is the reason we pay for surveys.
0:21:08 > 0:21:10But there are different sorts of surveys.
0:21:10 > 0:21:12How do you know which one's right for you?
0:21:12 > 0:21:15And what should you expect for your hard-earned cash?
0:21:15 > 0:21:20One organisation who can tell us are the Royal Institute of Chartered Surveyors,
0:21:20 > 0:21:22or RICS, as they're commonly known.
0:21:22 > 0:21:25When you're looking to buy a property, I don't think the consumer
0:21:25 > 0:21:27is actually the best place to actually decide
0:21:27 > 0:21:30what type of survey they should get.
0:21:30 > 0:21:34They should ask a local - and I do mean local - chartered surveyor
0:21:34 > 0:21:37who has the expertise and the knowledge of the area
0:21:37 > 0:21:40as to their advice as to what type of survey.
0:21:40 > 0:21:42They will know the area and the type of property.
0:21:42 > 0:21:46They will know the likely issues that might crop up with that property
0:21:46 > 0:21:50and they can advise you whether it is perfectly acceptable to have the basic condition report,
0:21:50 > 0:21:53whether you should have that middle homebuyer report,
0:21:53 > 0:21:56or whether indeed, especially on older properties,
0:21:56 > 0:21:59you'd be well worth going for the Building Survey.
0:22:00 > 0:22:03You don't have to have a survey done.
0:22:03 > 0:22:06On average, only 20% of housebuyers actually get one.
0:22:06 > 0:22:09But saving a few hundred pounds at this time
0:22:09 > 0:22:12could ultimately cost you thousands later on down the line.
0:22:12 > 0:22:15So, which type of survey is best?
0:22:15 > 0:22:16The Royal Institute of Chartered Surveyors
0:22:16 > 0:22:19licence three survey products.
0:22:19 > 0:22:22The very basic one is called a condition report.
0:22:27 > 0:22:31It should really just point you at anything which is blindingly obvious.
0:22:31 > 0:22:33The middle one, a homebuyer's report,
0:22:33 > 0:22:35goes into more detail.
0:22:35 > 0:22:40It looks where it can into the nooks and crannies.
0:22:45 > 0:22:48It should pick up any major issues
0:22:48 > 0:22:54and then either gives advice or will point people in the direction of further reports that are required.
0:22:54 > 0:22:56Then there's a Building Survey.
0:22:59 > 0:23:01It takes quite a long time for a surveyor to do.
0:23:01 > 0:23:07It's a full report that gives a lot of advice as to the condition of a property.
0:23:07 > 0:23:09'So you know what survey to have.
0:23:09 > 0:23:11'But who do you commission to carry out the report?
0:23:12 > 0:23:15Like all things in life, it's certainly worth shopping around
0:23:15 > 0:23:18before you decide who should carry out the survey for you.
0:23:18 > 0:23:21You should only be looking for a chartered surveyor.
0:23:21 > 0:23:24That is a qualified member of the Royal Institution of Chartered Surveyors
0:23:24 > 0:23:28who have gone through many, many years of study and training
0:23:28 > 0:23:30before they can become qualified.
0:23:30 > 0:23:33This is great advice for anyone buying a property.
0:23:33 > 0:23:36But what if you're not happy with a survey that's been done?
0:23:36 > 0:23:38Well, you could do a lot worse
0:23:38 > 0:23:42than to ask other surveyors to take a look and give you a second opinion.
0:23:42 > 0:23:45It will cost you, but could be money well spent.
0:23:45 > 0:23:49So we've arranged for an independent surveyor to visit John and Hannah's.
0:23:49 > 0:23:52What I'd like to do now is check the property for dampness.
0:23:52 > 0:23:55And to see if there is any evidence of dampness
0:23:55 > 0:23:59and to see if that dampness would have been present at the time.
0:23:59 > 0:24:04The first thing Barry does is inspect the walls with his damp meter
0:24:04 > 0:24:06taking readings from different areas.
0:24:09 > 0:24:13That starts to be in an area of concern.
0:24:13 > 0:24:15Where it's in the amber.
0:24:15 > 0:24:18But as we move down...
0:24:19 > 0:24:21..it starts to go into the red.
0:24:24 > 0:24:26And we test other areas.
0:24:28 > 0:24:32And that's quite significantly in the red.
0:24:32 > 0:24:34This is something that needs to be addressed.
0:24:34 > 0:24:36Quite soon.
0:24:37 > 0:24:39'And things carry on as they began.'
0:24:43 > 0:24:47This wall is affected by quite significant dampness.
0:24:47 > 0:24:49It's affecting the wall plaster
0:24:49 > 0:24:51and also the skirtings.
0:24:51 > 0:24:57And the skirting board is damp to maximum levels on the damp meter scale.
0:24:58 > 0:25:04In my view, that would have been apparent at the time this survey was done.
0:25:05 > 0:25:07I've had a look at the house.
0:25:08 > 0:25:12And yes, there is dampness, as you suspected.
0:25:12 > 0:25:15I have to say I'm disappointed in this report.
0:25:15 > 0:25:18It doesn't really give you a fair indication in my view
0:25:18 > 0:25:21of the condition of the property when you purchased it.
0:25:21 > 0:25:29And now, very, very sadly, you're faced with further expenditure to deal with this dampness.
0:25:29 > 0:25:31'What a shocker for John and Hannah.
0:25:31 > 0:25:34'The work needed to fix the damp could cost thousands.
0:25:34 > 0:25:37'And now we have the results from Barry's tests,
0:25:37 > 0:25:39'I decide to share them with Metropolis.'
0:25:39 > 0:25:43Our report doesn't bode too well on their findings.
0:25:46 > 0:25:51'I get through to a young man who tell me Metropolis's commercial director Geoff
0:25:51 > 0:25:53'is not in the office for the rest of the week.'
0:25:53 > 0:25:55Who can deal with anything in his absence?
0:25:55 > 0:25:59'I'm told there's no-one else who can help and I just need to wait for Geoff.'
0:25:59 > 0:26:01Thanks very much. Bye-bye. Bye.
0:26:02 > 0:26:05'However, I do now have his mobile number
0:26:05 > 0:26:08'because it was at the bottom of an email.
0:26:08 > 0:26:10'But when I ring, it goes straight to his answer machine.'
0:26:10 > 0:26:13Can you give us a call? I wanted to have a chat with you
0:26:13 > 0:26:16about the whole problem and see if we can get it sorted out.
0:26:16 > 0:26:19As I say, press 5 and it'll reconnect to me.
0:26:19 > 0:26:21Thanks, Geoff. Speak to you soon. Bye.
0:26:23 > 0:26:26Right. Can't do more than that.
0:26:26 > 0:26:28I've left messages on his work and on his mobile.
0:26:28 > 0:26:32And a return number. Let's see how long it takes him to come back to me.
0:26:32 > 0:26:35'An hour later, I get an email from Geoff.
0:26:35 > 0:26:39'He says that Metropolis have carried out thousands of surveys
0:26:39 > 0:26:41'and while some have been the subject of complaints,
0:26:41 > 0:26:45'their complaints procedure has been used to satisfy these.
0:26:45 > 0:26:49'If not, he says the Ombudsman Scheme is adequate for members of the public.
0:26:49 > 0:26:54'Now, John and Hannah did put in a complaint with an ombudsman.
0:26:54 > 0:26:55'The Financial Ombudsman.
0:26:55 > 0:26:58'And they looked at the mortgage provider, Chelsea Building Society.
0:26:58 > 0:27:01'But, because it wasn't them who carried out the survey,
0:27:01 > 0:27:03'there was no case to answer.
0:27:04 > 0:27:09'Knowing this, I get the couple to gather all their evidence along with the surveyor's report
0:27:09 > 0:27:11'and get it in the post to the right ombudsman,
0:27:11 > 0:27:14'the Ombudsman Services Property.
0:27:14 > 0:27:17'While we're at it, we send Metropolis a copy as well.
0:27:17 > 0:27:21'But who are the Ombudsman Service, and how can they help?'
0:27:21 > 0:27:26We will only look at a complaint if it's already been made
0:27:26 > 0:27:29to the surveyor, and they've had an opportunity to respond to it.
0:27:29 > 0:27:31Once they've done that, we'll ask for evidence from both sides
0:27:31 > 0:27:35and we look at that evidence in order to inform what we do next.
0:27:35 > 0:27:37'This sounds like just what we need.
0:27:37 > 0:27:40'If the Ombudsman Services find something that's gone wrong in the survey,
0:27:40 > 0:27:42'they can take action.'
0:27:42 > 0:27:45We'd propose a settlement that we think would put it right.
0:27:45 > 0:27:48If that's accepted by the consumer, then it's legally binding.
0:27:48 > 0:27:53For example, we can make a financial award of up to £25,000 in surveying cases.
0:27:53 > 0:27:56So they may have to pay that amount as restitution.
0:27:56 > 0:28:00We may ask them to take some particular action to put it right.
0:28:00 > 0:28:04By legally binding, it means they've got to pay the award.
0:28:04 > 0:28:11If they don't pay the award, then they may end up in a disciplinary action with RICS.
0:28:11 > 0:28:15'Sounds serious. And good news for jilted homebuyers.
0:28:15 > 0:28:18'But in order to not end up one, listen carefully.'
0:28:18 > 0:28:25First, remember that your property is the most expensive and the most important thing you'll ever buy.
0:28:25 > 0:28:28So make sure you have more than a valuation report.
0:28:36 > 0:28:40Make sure the surveyor you use is either RICS registered
0:28:40 > 0:28:45or, alternatively, you have access to the ombudsman if something should go wrong.
0:28:46 > 0:28:48'After hearing those wise words,
0:28:48 > 0:28:52'I just hope the Ombudsman Service does John and Hannah a service.'
0:28:53 > 0:28:57It's just nice to have something positive to hang on to for once.
0:29:01 > 0:29:04We get thousands of emails asking for our help.
0:29:04 > 0:29:07Unfortunately, we can't answer all of them.
0:29:07 > 0:29:11What we can do is warn you about some of the common consumer pitfalls
0:29:11 > 0:29:13so you don't get done.
0:29:18 > 0:29:21Meet Rachel Broad and her partner, Ian.
0:29:21 > 0:29:25They live in Essex and have a large family and several grandchildren.
0:29:29 > 0:29:33For years, the couple have wanted to do up their house, but money has been tight
0:29:33 > 0:29:36and Rachel suffers from a debilitating muscle weakness
0:29:36 > 0:29:38which means she's on disability benefits.
0:29:38 > 0:29:42Two years ago, though, Ian was made redundant
0:29:42 > 0:29:43and with his redundancy package,
0:29:43 > 0:29:48the couple decided to do major work to their kitchen and central heating system.
0:29:49 > 0:29:51As luck would have it, a local building firm
0:29:51 > 0:29:55had recently put a flyer through the door offering their services.
0:29:56 > 0:30:01A flyer comes through the letterbox advertising a local firm.
0:30:01 > 0:30:04They said they were Gas Safe. We had them do the small toilet
0:30:04 > 0:30:09and then we were intending to do the rest of the house up and we decided to use them to do it.
0:30:09 > 0:30:12One of the key things the company had said on their flyer
0:30:12 > 0:30:13was that they were Gas Safe registered.
0:30:13 > 0:30:20He said he could do the job and we thought he was Gas Safe.
0:30:20 > 0:30:24He said he could do the gas and electrics, and all of it.
0:30:24 > 0:30:30The fact he was Gas Safe registered was particularly important.
0:30:30 > 0:30:32Any consumer that's having gas work carried out
0:30:32 > 0:30:35what you must always do before you let the engineer into your home
0:30:35 > 0:30:38is check their Gas Safe ID card.
0:30:38 > 0:30:42Gas Safe register is the register of all engineers across the country
0:30:42 > 0:30:47who are qualified to work safely and legally in domestic homes as well as businesses.
0:30:48 > 0:30:53Unfortunately, Ian and Rachel didn't carry out all the necessary checks
0:30:53 > 0:30:55and trusted the company.
0:30:55 > 0:30:58They began work and suggested the boiler be moved upstairs.
0:30:58 > 0:31:01So we put it in my grandson's bedroom.
0:31:01 > 0:31:06That took him about three months, I think, to do the boiler.
0:31:06 > 0:31:08Three months to fit a boiler?!
0:31:08 > 0:31:10That wouldn't fill me with confidence.
0:31:10 > 0:31:14And when they put it on, after about half an hour, it would cut out.
0:31:14 > 0:31:18By the winter, we were running the hot water
0:31:18 > 0:31:23off of the...um, immersion heater.
0:31:23 > 0:31:28So before if it was a bit chilly, we didn't have any heating.
0:31:28 > 0:31:33So what qualifications does a tradesman working with gas require?
0:31:33 > 0:31:35Every Gas Safe registered engineer
0:31:35 > 0:31:38would always have qualifications that last for five years.
0:31:38 > 0:31:42It's called the National Accredited Certification Scheme.
0:31:42 > 0:31:43ACS, for short.
0:31:51 > 0:31:53On all the range of gas appliances -
0:31:53 > 0:31:56boilers, fires, cookers, that they work on.
0:31:56 > 0:31:59Sadly, in our case, the builder never came back to the property,
0:31:59 > 0:32:02leaving Ian and Rachel living in a building site.
0:32:02 > 0:32:05They phoned Trading Standards to see if they could help.
0:32:08 > 0:32:12We also got in touch with Citizens' Advice Bureau
0:32:12 > 0:32:15and they both said, more or less,
0:32:15 > 0:32:20to try for three other quotes
0:32:20 > 0:32:23to see about getting the work finished off.
0:32:23 > 0:32:27But to also continue chasing the original dodgy builder
0:32:27 > 0:32:28to see if they'd come and clear up the mess
0:32:28 > 0:32:31and, oh boy, was it a mess!
0:32:32 > 0:32:36The new builder came round and I showed him the work we needed to finish.
0:32:36 > 0:32:39He said he wanted to look at the boiler upstairs.
0:32:39 > 0:32:42As soon as he saw it, he condemned it.
0:32:42 > 0:32:44Then he came downstairs and looked at the cooker.
0:32:44 > 0:32:48He condemned that as well cos it wasn't fastened to the pipework,
0:32:48 > 0:32:50it wasn't fastened to the wall
0:32:50 > 0:32:55and the cabling connecting the appliance to the power source
0:32:55 > 0:32:58wasn't of a strong enough cable either.
0:32:58 > 0:33:03Yeah, but the pipe going to the cooker was dangerous, wasn't it?
0:33:03 > 0:33:07- He hadn't done that properly. - He hadn't connected the pipe to the cooker properly.
0:33:07 > 0:33:08But that wasn't the worst of it.
0:33:08 > 0:33:11The family's lives had been in mortal danger.
0:33:13 > 0:33:16This is where the boiler was moved to from downstairs.
0:33:16 > 0:33:21The outlet there was the one that was not safe
0:33:21 > 0:33:24cos the fumes were going to come into the bedroom.
0:33:24 > 0:33:27If there'd been anyone in there when the boiler was running,
0:33:27 > 0:33:28it could have killed them.
0:33:29 > 0:33:33It sounds horrific. What are the signs to look out for
0:33:33 > 0:33:35of carbon monoxide poisoning?
0:33:35 > 0:33:37First, there's headaches.
0:33:37 > 0:33:40Then it leads to dizziness and nausea,
0:33:40 > 0:33:43which sometimes people confuse with flu-like symptoms.
0:33:43 > 0:33:46Then it moves to breathlessness
0:33:46 > 0:33:49and in the fifth stage, unfortunately, you'd collapse
0:33:49 > 0:33:51and lose consciousness
0:33:51 > 0:33:53when it's extreme.
0:33:55 > 0:34:00Ian and Rachel have had to take out a loan for the gas appliances to be made safe.
0:34:00 > 0:34:03They also took the original engineer to court
0:34:03 > 0:34:07and he was instructed to pay £5,400 in compensation.
0:34:07 > 0:34:10But they're still waiting on this money.
0:34:10 > 0:34:13The total amount of money that was lost
0:34:13 > 0:34:15was all my redundancy package.
0:34:15 > 0:34:18Ian and Rachel have learned a lesson the hard way.
0:34:19 > 0:34:22In future, if we have another builder round,
0:34:22 > 0:34:24we'll make sure we check his credentials
0:34:24 > 0:34:27and make sure he's registered as he says he is.
0:34:32 > 0:34:35'First-time buyers John and Hannah moved into their home
0:34:35 > 0:34:40'only to discover it was literally crumbling around them with damp and dry rot.
0:34:40 > 0:34:42'They saved for years to buy the house
0:34:42 > 0:34:45and don't have the money to pay for all the work necessary
0:34:45 > 0:34:48it keep the house from falling down.
0:34:48 > 0:34:53I think the general feel about the house now is we wish we'd never bought it.
0:34:54 > 0:34:57- Yeah, it's hard.- It's depressing.
0:34:58 > 0:35:01They had a homebuyers survey done by the company Metropolis Surveyors
0:35:01 > 0:35:04who picked up no evidence of damp.
0:35:04 > 0:35:08But I've had independent reports that suggest they should have spotted it.
0:35:10 > 0:35:14We've sent the independent report to the Ombudsman Services Property.
0:35:14 > 0:35:17And, of course, I've also sent a copy to Metropolis.
0:35:17 > 0:35:21I've been chasing the company to find out why their surveyor
0:35:21 > 0:35:23apparently failed to spot the damp.
0:35:23 > 0:35:27They told me it's not their policy to discuss ongoing cases.
0:35:27 > 0:35:30It's time to give Metropolis another call.
0:35:30 > 0:35:32I really need to chase this up.
0:35:32 > 0:35:34So far, I'm not getting the answers I want.
0:35:34 > 0:35:40'I've been trying to speak to their commercial director Geoff
0:35:40 > 0:35:43'but this time I'm put through to the compliance director, Kirsty.'
0:35:43 > 0:35:46'Hi, Dom, it's Kirsty speaking. Can I help?
0:35:46 > 0:35:48Hello, Kirsty. Thanks for taking the call.
0:35:48 > 0:35:51I've been having trouble getting through to Geoff.
0:35:51 > 0:35:53- 'He's a very busy man.' - I gathered that!
0:35:53 > 0:35:57We were told by Geoff that we need to speak to the ombudsman.
0:35:57 > 0:35:59We have contacted the ombudsman.
0:35:59 > 0:36:01They're looking at it at the moment.
0:36:01 > 0:36:03We're waiting to hear what their outcome is.
0:36:03 > 0:36:05But we've also spoken to RICS
0:36:05 > 0:36:08and a chartered surveyor called Barry Cross.
0:36:08 > 0:36:12I bring Kirsty up to speed at events at our end
0:36:12 > 0:36:14and give her some queries from our surveyor.
0:36:14 > 0:36:18All of which will hopefully help our case with the ombudsman.
0:36:18 > 0:36:22Chiefly, did their surveyor miss the damp, and if so, why?
0:36:22 > 0:36:26Great. I'll get that to you in an email this afternoon, Kirsty.
0:36:26 > 0:36:28Shall I send it to your attention?
0:36:28 > 0:36:31'If you can send it to me and Geoff, that would be great.
0:36:31 > 0:36:32'Then we make sure we both get it.'
0:36:32 > 0:36:35Okey-doke. Nice talking to you. Bye.
0:36:36 > 0:36:40As requested, I send the email straight off to Kirsty.
0:36:40 > 0:36:44A few days later, I get another email from commercial director Geoff
0:36:44 > 0:36:47restating that they do not discuss ongoing cases
0:36:47 > 0:36:49and telling me they will be providing no further comment
0:36:49 > 0:36:53whilst the case is with the ombudsman.
0:36:54 > 0:36:58However, we've been in touch with the Ombudsman Services Property
0:36:58 > 0:37:00to find out the latest on the case.
0:37:00 > 0:37:03It's time for me to catch up with John and Hannah for an update.
0:37:05 > 0:37:08Normally, when I come back to meet people for the second time,
0:37:08 > 0:37:10it's because I have answers for them.
0:37:10 > 0:37:11Resolution.
0:37:11 > 0:37:13However, this time, it's a different case.
0:37:16 > 0:37:19'As the Ombudsman's case is still ongoing,
0:37:19 > 0:37:22'I can't give John and Hannah any definite answers today.
0:37:22 > 0:37:25But what I can give them is a sense of hope.
0:37:26 > 0:37:29- Good to see you both again.- And you. - How do you think I've got on?
0:37:29 > 0:37:32- No idea.- We're desperate to find out.
0:37:32 > 0:37:36In an ideal world, how would you hope I got on?
0:37:37 > 0:37:42Just anywhere. We've been going on so long and haven't got any further forward.
0:37:42 > 0:37:45- Yes.- Any steps forward would be great to find out.
0:37:45 > 0:37:50I know where you're coming from. You said you haven't got any money to sort out the problem.
0:37:50 > 0:37:52But the problem is a lot bigger than you realised.
0:37:52 > 0:37:55Obviously, you weren't getting anywhere with Metropolis Surveyors.
0:37:55 > 0:37:58As you know, we sent round an independent surveyor.
0:37:58 > 0:38:03He had a look round and I've got a letter with some of his findings.
0:38:03 > 0:38:05"There is clear evidence of dampness
0:38:05 > 0:38:08"which would have been there and ongoing for a long time."
0:38:08 > 0:38:11- You suspected that, didn't you? - Yeah.
0:38:11 > 0:38:14That confirms it. He goes on about every room in here.
0:38:14 > 0:38:17The damp in here is not something that's happened recently.
0:38:17 > 0:38:20So, no two ways about it,
0:38:20 > 0:38:23Metropolis, the surveyor they sent round, should have spotted it.
0:38:23 > 0:38:26Now, I've tried to deal with Metropolis.
0:38:26 > 0:38:30I've been trying to email, call and speak to them.
0:38:30 > 0:38:33Everything had to be in writing and sent over to them.
0:38:33 > 0:38:36I was banging my head against the proverbial wall.
0:38:36 > 0:38:41What I then decided to do was push things as far as you can.
0:38:41 > 0:38:45Without going to court. And that's with the ombudsman.
0:38:45 > 0:38:47But, and there's always a but,
0:38:47 > 0:38:49this is the problem with going to the ombudsman.
0:38:49 > 0:38:52They are very, very good. I've used them on numerous occasions.
0:38:52 > 0:38:55They do what they're meant to do and do a very thorough job.
0:38:55 > 0:38:58The problem is, it takes time.
0:38:58 > 0:39:02It can take up to eight weeks for this to be resolved.
0:39:02 > 0:39:08Metropolis have dug their heels in and said, "We will abide by what the ombudsman says we have to do.
0:39:08 > 0:39:13"But we won't make any comments now because it's not in our interests to do so
0:39:13 > 0:39:17"while this is ongoing and this investigation is happening."
0:39:17 > 0:39:23I've been on the phone to the ombudsman this morning to get an update on what's happening.
0:39:23 > 0:39:25He said he should have some findings for you
0:39:25 > 0:39:31and his conclusion on the situation in two to three weeks' time.
0:39:31 > 0:39:34If they rule in your favour, which I suspect is going to happen,
0:39:34 > 0:39:37I think it's highly unlikely they can't,
0:39:37 > 0:39:39so that's the news.
0:39:39 > 0:39:43Not as good as I would have liked to have been delivering to you,
0:39:43 > 0:39:44but we are a huge leap forward.
0:39:44 > 0:39:46How do you feel about that news?
0:39:47 > 0:39:51I don't know. I'm speechless.
0:39:51 > 0:39:53I don't know what to say.
0:39:53 > 0:39:56All we wanted was our house to be a house.
0:39:56 > 0:40:01We didn't want to sue people or get money in the bank or anything,
0:40:01 > 0:40:06- we just wanted to live in our house and it be a home.- Yeah.
0:40:06 > 0:40:09And we're just hopeful that that's what's going to happen.
0:40:09 > 0:40:10Yeah.
0:40:11 > 0:40:14I can't promise it, but I feel very confident.
0:40:14 > 0:40:17How do you feel, Hannah?
0:40:17 > 0:40:23Woosh. It's just nice to have something positive to hang on to, for once.
0:40:23 > 0:40:25- Yeah.- Yeah.
0:40:25 > 0:40:29Let's hope in the very near future, your house will become your home.
0:40:29 > 0:40:32And you'll want to live here and be happy and it'll all be sorted out.
0:40:32 > 0:40:35That's for us, definitely.
0:40:35 > 0:40:38There's light at the end of the tunnel. You didn't have that before.
0:40:38 > 0:40:41We've never had a chink of light, to be honest, and now...
0:40:43 > 0:40:44And it's getting brighter.
0:40:44 > 0:40:47- In the meantime, you take care. - Thank you very much.
0:40:47 > 0:40:49See you later, guys.
0:40:52 > 0:40:56'It's clear that John and Hannah are desperate to put this whole saga behind them
0:40:56 > 0:40:59so that they can get on with their lives.
0:40:59 > 0:41:02They've had a rough year and I could see the relief on their faces
0:41:02 > 0:41:07when I said another three weeks and all your problems might be a thing of the past.
0:41:07 > 0:41:10Let's keep our fingers crossed for them.
0:41:12 > 0:41:15My fingers don't have to stay crossed for long.
0:41:15 > 0:41:16Less than three weeks later,
0:41:16 > 0:41:20the Ombudsman Services Property deliver their findings.
0:41:20 > 0:41:22Metropolis Surveyors have told John and Hannah
0:41:22 > 0:41:26that their surveyor had been unable to test the walls for damp
0:41:26 > 0:41:28as there was furniture in the way.
0:41:28 > 0:41:32The ombudsman explains that surveyors are not expected to move furniture.
0:41:32 > 0:41:35Although any obstructions should be noted down.
0:41:35 > 0:41:40However, the homebuyer's report stated that no damp had been noted
0:41:40 > 0:41:45and Metropolis notes did not mention anything about furniture being in the way
0:41:45 > 0:41:47or, indeed, any other limitations.
0:41:47 > 0:41:51For this reason, the ombudsman has found in favour of John and Hannah,
0:41:51 > 0:41:54which is just the news they were hoping for.
0:41:54 > 0:41:57The exact amount Metropolis will have to pay John and Hannah
0:41:57 > 0:42:00will be based on the difference between the value of the property now
0:42:00 > 0:42:02and the purchase price.
0:42:02 > 0:42:04Discussions are ongoing.
0:42:10 > 0:42:14We asked Metropolis to comment on the ombudsman's findings and they said,
0:42:39 > 0:42:42For John and Hannah, it means there is an end in sight
0:42:42 > 0:42:45and Metropolis will have to help pay for repairs.
0:42:46 > 0:42:52The thought of living in a house with no damp is what we've been striving for the whole time.
0:42:52 > 0:42:56It's just going to be... It's going to be a home.
0:42:56 > 0:42:57That's what we've wanted all along.
0:42:57 > 0:43:01Not anything but ever to have our house be a home
0:43:01 > 0:43:03and be able to make it our own.
0:43:27 > 0:43:31Subtitles by Red Bee Media Ltd