0:00:02 > 0:00:05I've been fighting your consumer battles for years now.
0:00:05 > 0:00:08But the same old problems just keep flooding in.
0:00:08 > 0:00:11And it's all the usual suspects - poor customer service,
0:00:11 > 0:00:13faulty goods and hidden small print.
0:00:13 > 0:00:17No wonder some of you are fed up with the way you're being treated.
0:00:17 > 0:00:20As long as you signed that contract and you're trapped, that's it,
0:00:20 > 0:00:22that's all they want from you.
0:00:22 > 0:00:24I couldn't agree more. Things need to change
0:00:24 > 0:00:28and we're on a mission to get companies to treat us better.
0:00:28 > 0:00:30I'll be taking on your cases
0:00:30 > 0:00:33and fighting your fight with the big companies.
0:00:33 > 0:00:35When you said she's only paying £1,000,
0:00:35 > 0:00:39she's actually paid nearly £6,000, how can that be irrelevant?
0:00:39 > 0:00:42And I'll be showing you how to shop smart and stay one step ahead.
0:00:42 > 0:00:47So you don't turn up to the restaurant because that night, you can't be bothered, you're tired.
0:00:47 > 0:00:50Can they claim compensation from you?
0:00:50 > 0:00:52- So remember, don't get done... - Get Dom.
0:00:56 > 0:00:58On the programme today,
0:00:58 > 0:01:03we delve into the underground world of the utility companies.
0:01:03 > 0:01:06Problem pipes left one couple convinced they'd never see
0:01:06 > 0:01:08the light at the end of the tunnel.
0:01:08 > 0:01:12He got sucked into the hole, still holding one flag
0:01:12 > 0:01:15and the other flags went down with him.
0:01:15 > 0:01:18Our guide to part-worn tyres should help steer you
0:01:18 > 0:01:22away from a motoring disaster.
0:01:22 > 0:01:26So it looked like that, except in use in a very short period of time,
0:01:26 > 0:01:28that's what happened.
0:01:28 > 0:01:33And roving reporter Rani Price will be taking to the streets with
0:01:33 > 0:01:37a rumbling tummy, trying to find out what you know about eating out.
0:01:37 > 0:01:40It says on the menu "compulsory 15% service charge".
0:01:40 > 0:01:43- Are you going to pay it?- No.
0:01:48 > 0:01:51If you suddenly find a hole in your favourite cardie,
0:01:51 > 0:01:55at least you've got the option of patching it up or sewing it up.
0:01:55 > 0:02:00However, if you find you've got a dirty great big hole in your driveway,
0:02:00 > 0:02:04it's going to take more than a needle and thread to sort it out.
0:02:04 > 0:02:08Val and Alan Lock from St Helens know that feeling only too well.
0:02:08 > 0:02:1218 months ago, at the home they've been in for over 20 years,
0:02:12 > 0:02:13something happened.
0:02:13 > 0:02:17Holes started to appear in the ground outside the property.
0:02:17 > 0:02:19The couple began to fear for their safety
0:02:19 > 0:02:21and for anyone who visited them.
0:02:21 > 0:02:25When anybody comes in the house are they going to be safe?
0:02:25 > 0:02:27Your grandkids and your own kids, you know what I mean?
0:02:27 > 0:02:32Just doesn't seem to be any end with it. Don't know what to do next.
0:02:32 > 0:02:37Their saga started back in July 2011 when out of the blue a hole
0:02:37 > 0:02:39appeared in their front garden.
0:02:39 > 0:02:42Understandably, they called the local utility company,
0:02:42 > 0:02:45United Utilities. After initial investigations,
0:02:45 > 0:02:49they were told the hole had been caused by an old drain under
0:02:49 > 0:02:52the road which had sunk, but the main sewer pipe was still
0:02:52 > 0:02:54flowing, so they didn't try to fix it.
0:02:54 > 0:02:56The dip stayed on the driveway
0:02:56 > 0:02:59and they were told to talk to their own insurer,
0:02:59 > 0:03:02as initially it seemed it could come under the property's boundary.
0:03:02 > 0:03:05As it seemed it was their problem, they decided to live with it.
0:03:05 > 0:03:08But three months later, they woke up to a worse shock.
0:03:08 > 0:03:13A much bigger hole had appeared in front of their garage, just as the couple were due to go away.
0:03:13 > 0:03:17I didn't expect anything that big at all. When it collapsed,
0:03:17 > 0:03:20I just couldn't believe it that we'd had it at the front and now we'd got
0:03:20 > 0:03:25this at the back, it was just like a continuous nightmare going on.
0:03:25 > 0:03:28The couple decided that they would sort the problem themselves
0:03:28 > 0:03:31and as a temporary measure to make it safe,
0:03:31 > 0:03:34Alan filled in the hole and they went away on holiday.
0:03:34 > 0:03:38But the break didn't relax them enough for what was to come.
0:03:38 > 0:03:42In December 2011, the street in front of their home flooded,
0:03:42 > 0:03:46affecting all their neighbours too. The couple believed the flooding
0:03:46 > 0:03:49and the dips on their drive were part of the same problem.
0:03:49 > 0:03:53A large team from United Utilities turned up to fix the flooding
0:03:53 > 0:03:56and Val and Alan thought they were going to
0:03:56 > 0:03:58fix their driveway at the same time.
0:03:58 > 0:04:03They got all the floods sorted out, all the houses that the water was
0:04:03 > 0:04:09overflowing into their drives, that ceased and the road opened up again.
0:04:09 > 0:04:12So then they all packed up and went away.
0:04:12 > 0:04:16But the flooding and dips on the driveway were just the tip of the iceberg.
0:04:16 > 0:04:19It's now over a year later and the couple's garden
0:04:19 > 0:04:21and drive has more holes in it.
0:04:22 > 0:04:24Throughout that time,
0:04:24 > 0:04:27United Utilities have been working to resolve the problem
0:04:27 > 0:04:32and have excavated back and front to try and work out what's going on.
0:04:32 > 0:04:33But no-one's any the wiser
0:04:33 > 0:04:38and the stress of the situation is taking its toll on Alan and Val.
0:04:38 > 0:04:42We're just so concerned. We don't know how many holes there is,
0:04:42 > 0:04:44when it's going to go down.
0:04:44 > 0:04:48We're just so terrified that somebody's going to have a
0:04:48 > 0:04:50major accident.
0:04:50 > 0:04:54The couple want to know exactly what's going on under their property
0:04:54 > 0:04:57and more importantly, what's going to be done to fix the problem
0:04:57 > 0:05:00and restore their garden and driveway back to its former glory.
0:05:00 > 0:05:05But so far, United Utilities haven't been able to provide all of those answers.
0:05:05 > 0:05:10I've come to meet the couple at their daughter's house up the road, to hear more about their troubles.
0:05:16 > 0:05:18- Hi there. Alan? Nice to meet you. - And you, mate.
0:05:18 > 0:05:22- Do you want to come in?- Yes, please. - This is Val.- Hi. Oh, lovely.
0:05:22 > 0:05:25So this is the problem - the driveway is starting to collapse.
0:05:25 > 0:05:29- Yes.- OK. When was the first time you noticed the driveway collapsing?
0:05:29 > 0:05:32It was about 18 months ago.
0:05:32 > 0:05:37I know that after the floods and the fact that a hole appeared by their garage, the couple were very
0:05:37 > 0:05:43worried that the dip on their front drive was part of a bigger problem with underground pipes.
0:05:43 > 0:05:48Alan and Val asked the Consumer Council for Water to get involved and in March 2012,
0:05:48 > 0:05:52United Utilities organised a dig in their front garden.
0:05:52 > 0:05:56It proved quite risky, as the ground gave way under one of the workmen.
0:05:56 > 0:05:59It was a potentially dangerous situation,
0:05:59 > 0:06:01but the team did get a result.
0:06:03 > 0:06:06So in March 2012, you were quite happy,
0:06:06 > 0:06:08you thought everything had been sorted out.
0:06:08 > 0:06:10Is there a "but" coming?
0:06:10 > 0:06:15Yes, because they repaired the pipe, they refilled the hole,
0:06:15 > 0:06:20but then they couldn't match our black paving,
0:06:20 > 0:06:23so we were just left with an incomplete drive.
0:06:23 > 0:06:26United Utilities say the original blocks
0:06:26 > 0:06:29they took up were crumbling and couldn't be put back,
0:06:29 > 0:06:32so they offered to replace them with best match blocks instead.
0:06:32 > 0:06:35But the Locks weren't happy with that and the matter ended up
0:06:35 > 0:06:38with United Utilities' legal services department.
0:06:38 > 0:06:42Eventually, it was agreed they would use reclaimed paving blocks
0:06:42 > 0:06:46to repair the drive, but the couple's driveway nightmares were far from over.
0:06:46 > 0:06:51- Then you started noticing more problems, correct?- Yes. - How many dips are we talking about?
0:06:51 > 0:06:54- Six. About six. - Right, a considerable amount.
0:06:54 > 0:06:59So you realised at this point your problems hadn't gone away, they were just getting worse.
0:06:59 > 0:07:01Yes.
0:07:01 > 0:07:03Alan and Val were worried that United Utilities'
0:07:03 > 0:07:08repair to the sewer pipe under the driveway hadn't got to the bottom of the problem after all.
0:07:08 > 0:07:12United Utilities said they would carry on investigating, but the
0:07:12 > 0:07:15couple say they weren't kept well informed about what was going on.
0:07:15 > 0:07:18In the meantime, Alan decided to carry out some
0:07:18 > 0:07:21repairs of his own with the help of a friend.
0:07:21 > 0:07:24We were trying to build it up ourselves,
0:07:24 > 0:07:29so he was actually laying the flags and Alan was helping him
0:07:29 > 0:07:31because he's quite a good stocky lad.
0:07:31 > 0:07:34And he collapsed inside the hole.
0:07:34 > 0:07:37And then this guy got sucked into the hole?
0:07:37 > 0:07:41He got sucked into the hole, still holding one flag.
0:07:41 > 0:07:43And the other flags went down with him.
0:07:43 > 0:07:50- Was he injured?- He was shocked and he'd got some scratches on his leg.
0:07:50 > 0:07:55But he's quite a strong, stocky guy and the nightmare in my mind was
0:07:55 > 0:08:01that my six-year-old grandson had been playing there the day before.
0:08:01 > 0:08:05Because the ground looked OK once they'd levelled it all out.
0:08:05 > 0:08:08So you must have told United Utilities that all
0:08:08 > 0:08:12- of a sudden you've got this big crater on your driveway.- Yep.
0:08:12 > 0:08:16- Tell me they rushed round and sorted it out immediately.- No.
0:08:16 > 0:08:21It were about ten o'clock that night, we reported it in the morning when it had happened.
0:08:21 > 0:08:23It was about ten o'clock at night.
0:08:23 > 0:08:27I had to ring back twice before to check that someone was coming
0:08:27 > 0:08:32to have a look what was happening. They put the fencing round.
0:08:32 > 0:08:35They put fencing round it and then there was one and then another,
0:08:35 > 0:08:37a couple of different engineers.
0:08:37 > 0:08:41I think they were trying to find out what the issue
0:08:41 > 0:08:42was before they started the dig.
0:08:42 > 0:08:45That was part of the problem.
0:08:45 > 0:08:48- Yeah. - And that's when we said to them,
0:08:48 > 0:08:53"It's gone at the front and now it's gone at the back. What's happening in the middle?"
0:08:53 > 0:08:57All we got was, "Just let us concentrate on this first."
0:08:57 > 0:09:02To be fair to United Utilities, it was clear there was something very
0:09:02 > 0:09:06seriously wrong under the house and there was going to be no quick fix.
0:09:06 > 0:09:09The collapse in front of the garage was linked to another leaking
0:09:09 > 0:09:12pipe, which was also repaired, but the couple wanted a full
0:09:12 > 0:09:16investigation to prevent any further dips or collapses.
0:09:16 > 0:09:18In September 2012,
0:09:18 > 0:09:22United Utilities commissioned a specialist report which used
0:09:22 > 0:09:24hi-tech radar equipment to look at the ground
0:09:24 > 0:09:26and pipework beneath the surface.
0:09:26 > 0:09:30Obviously, they must have had some sort of engineer's report.
0:09:30 > 0:09:33- Have you ever seen it?- No.
0:09:33 > 0:09:37We did ask for a copy of this report and we've asked for reports
0:09:37 > 0:09:42of what they are doing at the moment and we've had nothing.
0:09:42 > 0:09:45- They've refused to give it to you? - No, they said they had a report,
0:09:45 > 0:09:48but they couldn't understand what was on this report.
0:09:48 > 0:09:52- Doesn't fill you full of confidence, does it?- No, it doesn't.
0:09:52 > 0:09:55'Alan and Val aren't clear about what exactly is going on with their
0:09:55 > 0:09:59'drive, so I'll be glad to contact United Utilities on their behalf
0:09:59 > 0:10:02'and ask some very key questions.'
0:10:03 > 0:10:06I'll see if I can find out what the delay is, why things haven't been sorted out
0:10:06 > 0:10:10and also what the actual problem is, which I think will be quite interesting.
0:10:10 > 0:10:14If someone would have sat down with us with that first collapse
0:10:14 > 0:10:19and said, "We need to investigate this", I'd have been a happy person.
0:10:19 > 0:10:23It just seems to go from bad to worse now.
0:10:23 > 0:10:26I just don't want to go back to that house any more.
0:10:26 > 0:10:28It's not my home any more.
0:10:28 > 0:10:31And as a result, the couple have to spend a lot of time
0:10:31 > 0:10:34at their daughter Jo's house.
0:10:34 > 0:10:35It can't make you feel very good,
0:10:35 > 0:10:39- sleeping at night knowing that you're house is disappearing.- Yes.
0:10:39 > 0:10:43- You're not sleeping very well then? - No.- Both of you?- Yes.
0:10:43 > 0:10:45Both of us, no.
0:10:45 > 0:10:48Val, how have you found the customer service?
0:10:49 > 0:10:51Not very good. Not very good at all.
0:10:51 > 0:10:56If I've wanted to find anything out, I've always had to ring them.
0:10:57 > 0:11:00You just get fed up of waiting for someone to come back to us.
0:11:01 > 0:11:04They actually did compensate us
0:11:04 > 0:11:08with a £50 cheque for the cost of all the phone calls.
0:11:10 > 0:11:12The £50 was a reimbursement.
0:11:12 > 0:11:15It should be said that the couple and United Utilities
0:11:15 > 0:11:19are still talking and investigations are still ongoing.
0:11:19 > 0:11:22What the couple want more than anything are some clear answers
0:11:22 > 0:11:25about what is going on and exactly what's going
0:11:25 > 0:11:28to be done to fix their problems once and for all.
0:11:28 > 0:11:31They are spending a lot of time at their daughter Jo's house
0:11:31 > 0:11:36and she's concerned about the kind of impact the driveway saga is having on them.
0:11:36 > 0:11:40Every time we get together, all we talk about is what's wrong
0:11:40 > 0:11:43with the property and what has to be rectified.
0:11:43 > 0:11:49The stress situation, how it's affecting them healthwise.
0:11:49 > 0:11:51It's all we seem to talk about.
0:11:51 > 0:11:54Mum and Dad are quite sociable
0:11:54 > 0:11:56and we do have a lot of get-togethers as a family
0:11:56 > 0:11:59and they won't invite anybody round at the moment
0:11:59 > 0:12:03because they worried about what the state of the property looks like.
0:12:03 > 0:12:07Nobody can park their car on the drive and it really is affecting
0:12:07 > 0:12:11their lives on a daily basis and there is really no need for it.
0:12:11 > 0:12:14I'll do my best for you. Don't worry too much.
0:12:14 > 0:12:18I know you've had a bit of a rough time and thank you for your time.
0:12:18 > 0:12:19Lovely. OK.
0:12:24 > 0:12:26Well, it looks like I've got some digging to do.
0:12:26 > 0:12:29As a company, United Utilities are big in the North.
0:12:29 > 0:12:32As many as seven million people use their products
0:12:32 > 0:12:35and they are responsible for providing water
0:12:35 > 0:12:38to places like Greater Manchester and Merseyside.
0:12:38 > 0:12:41And they are Britain's biggest listed water utility company
0:12:41 > 0:12:44with profits of hundreds of millions of pounds.
0:12:48 > 0:12:51You know, for everybody who thinks the life of a TV presenter
0:12:51 > 0:12:54is all glamorous and nice, warm offices, it's not.
0:12:54 > 0:12:57Here I am in my boring, lonely hotel room.
0:12:57 > 0:13:00United Utilities. Expect a phone call.
0:13:00 > 0:13:02I want to find out where United Utilities are
0:13:02 > 0:13:06with their investigations and whether there are any the wiser
0:13:06 > 0:13:10as to the root cause of the problem and what can be done to fix it.
0:13:10 > 0:13:11After trying customer services,
0:13:11 > 0:13:14I end up speaking to a young lady in the press office.
0:13:14 > 0:13:17She doesn't want her voice used but don't worry,
0:13:17 > 0:13:18I'll keep you in the loop.
0:13:19 > 0:13:21We've had a couple come to us
0:13:21 > 0:13:24with a problem relating to United Utilities.
0:13:24 > 0:13:26It is something you have been addressing.
0:13:26 > 0:13:29You have served them with a notice that you are about to go
0:13:29 > 0:13:31on to the land and repair these holes.
0:13:31 > 0:13:35This couple are quite concerned because they've got quite a large driveway,
0:13:35 > 0:13:40that there are other problems throughout the driveway and that the same thing is going to happen.
0:13:40 > 0:13:44There's no doubt that United Utilities are working to try and resolve the problem
0:13:44 > 0:13:48but Alan and Val would like some commitment that the whole driveway
0:13:48 > 0:13:52is going to be investigated and that individual holes won't just be patched up.
0:13:54 > 0:13:57You had a radar report done on it
0:13:57 > 0:14:01and an independent guy went down and did this report.
0:14:01 > 0:14:04But you had two guys from United Utilities who both said
0:14:04 > 0:14:07they actually need to find somebody to try and decipher the report.
0:14:07 > 0:14:10They admitted they didn't really understand it.
0:14:10 > 0:14:13I'm not sure I've actually used the right technical term here.
0:14:13 > 0:14:16The couple whose house it is are telling me it's a radar report.
0:14:16 > 0:14:20It's some sort of ultrasound or radar report or some specialist report.
0:14:20 > 0:14:25We just wondered if we could get the ball rolling, try and find out what the state of play is
0:14:25 > 0:14:29and see if we could have a copy of this report and find out what you guys are going to do.
0:14:29 > 0:14:30How does that sound?
0:14:30 > 0:14:33She says she will certainly look into it.
0:14:33 > 0:14:36Nice talking to you. Bye-bye.
0:14:38 > 0:14:40I always like it when I make my first call
0:14:40 > 0:14:44because it gives me a good idea of what people are going to be like.
0:14:44 > 0:14:48I spoke to a lady there and I've got to say, charming. Let's hope it stays that way.
0:14:53 > 0:14:56I'm Rani Price and there is nothing I like better than helping you,
0:14:56 > 0:14:59the buying public, through the minefield of regulations
0:14:59 > 0:15:02to make sure you stay savvy shoppers.
0:15:06 > 0:15:08Now, consumer law can be very confusing.
0:15:08 > 0:15:11You've got your Sale Of Goods Act, Distance Selling,
0:15:11 > 0:15:13Right To Return and it doesn't stop there.
0:15:13 > 0:15:17But knowing just a few of these laws can save you not only money
0:15:17 > 0:15:19but a lot of hassle as well.
0:15:20 > 0:15:22Do you know what this is?
0:15:23 > 0:15:28Today, I'm out on the streets, armed with questions to put to you, the buying public,
0:15:28 > 0:15:32to find out if you know your consumer rights from your consumer wrongs.
0:15:32 > 0:15:36- It says on the menu, compulsory 15% service charge.- Compulsory?
0:15:38 > 0:15:42Over the last 20 years, the amount we spend in restaurants has doubled.
0:15:42 > 0:15:47And since we're getting so much practice, I thought I would put you to the test
0:15:47 > 0:15:51and find out if you know your restaurant rights from your wrongs.
0:15:51 > 0:15:54- Do you chaps like to eat out? - We do, indeed.
0:15:54 > 0:15:56I do when I get the opportunity.
0:15:56 > 0:15:59- How do you like eating out? - I love it.
0:16:01 > 0:16:05I could get a lot of yeses to this question as so many of us eat out every week
0:16:05 > 0:16:10and once in a while, the experience ends in the call to your local trading standards team.
0:16:10 > 0:16:14Trading standards are sometimes contacted by members of the public
0:16:14 > 0:16:16who have got complaints about restaurants.
0:16:16 > 0:16:19This can be overcharging, it can be poor quality service
0:16:19 > 0:16:22or it can even be illnesses caused by foods that they've eaten.
0:16:22 > 0:16:25Of course, some problems don't stem from the food.
0:16:25 > 0:16:28They come from not getting any.
0:16:28 > 0:16:31What happens if the restaurant double-books?
0:16:31 > 0:16:35So here's a little scenario for you. You've booked an amazing restaurant.
0:16:35 > 0:16:39It is somewhere your mum has always wanted to go and you think,
0:16:39 > 0:16:41for her birthday you're going to take her.
0:16:41 > 0:16:43You turn up, all glammed up,
0:16:43 > 0:16:46and unfortunately they don't have your reservation.
0:16:48 > 0:16:51They have double-booked and now you don't have a table.
0:16:51 > 0:16:53- What are you going to do?- Complain.
0:16:53 > 0:16:57I think I'd complain. I think I'd be unhappy about it.
0:16:58 > 0:17:01You've waited for months for this table.
0:17:01 > 0:17:05I would be angry and I'd probably demand, I don't know,
0:17:05 > 0:17:08that they'd book us a table the next day or something.
0:17:08 > 0:17:12I'd have to complain. There has to be a complaint.
0:17:12 > 0:17:15- Do you think you have any right if you've booked a table?- Definitely.
0:17:15 > 0:17:20- Can you claim compensation from them?- I don't know.
0:17:20 > 0:17:23- Would you ever think of doing that? - No.
0:17:23 > 0:17:25- I wouldn't.- Well, you could try to.
0:17:25 > 0:17:28You could say, "I've travelled all the way here,
0:17:28 > 0:17:32"I had to get a taxi because I've got my best heels on."
0:17:32 > 0:17:34So it seems most people think not
0:17:34 > 0:17:37but would we actually stand some chance
0:17:37 > 0:17:41of getting culinary compensation if the restaurant turned us away.
0:17:41 > 0:17:44If you turn up and you find that your table's been double-booked,
0:17:44 > 0:17:47you might have a claim against the restaurant for a breach of contract.
0:17:47 > 0:17:51When you book a table, you're actually entering into a legally binding contract
0:17:51 > 0:17:55and if the trader fails to deliver that, then you may have a claim against them.
0:17:55 > 0:17:57Surprising, eh?
0:17:57 > 0:18:01No-one said the magic compensation word, although you all thought you'd complain.
0:18:01 > 0:18:04But what happens if we the consumer get cold feet
0:18:04 > 0:18:07and don't turn up for our reservation?
0:18:08 > 0:18:11So the table's turned.
0:18:11 > 0:18:14You're going out for this meal and your mum turns round and says,
0:18:14 > 0:18:18"Son, it's very kind, but I've never really liked that restaurant. Let's not go."
0:18:18 > 0:18:23You didn't turn up on the night because you were just too tired.
0:18:24 > 0:18:27So can they claim compensation from you?
0:18:28 > 0:18:30I've got no idea.
0:18:30 > 0:18:36They have this table waiting, looking so beautiful, just for you and your mum.
0:18:36 > 0:18:40I don't know. I would say no, but then I have no idea.
0:18:40 > 0:18:42Maybe this bloke knows.
0:18:42 > 0:18:47I've heard of something of such where if you book in advance
0:18:47 > 0:18:50and if you don't cancel within a certain period,
0:18:50 > 0:18:53that you are liable to pay some sort of compensation.
0:18:53 > 0:18:58So yes, they would obviously have some sort of stipulation.
0:18:58 > 0:19:00Kind of.
0:19:00 > 0:19:03They can claim something back off you as well.
0:19:03 > 0:19:06Some restaurants do say you have to cancel within 24 hours,
0:19:06 > 0:19:10but if you don't give notice and don't turn up and the restaurant hasn't said that,
0:19:10 > 0:19:12the restaurant could actually say,
0:19:12 > 0:19:18"Well, we lost out on a table tonight. There were meant to be two paying customers.
0:19:18 > 0:19:22"We couldn't fill the table. So therefore, you should compensate us."
0:19:22 > 0:19:26But the chances are, they're not going to come knocking on your door.
0:19:26 > 0:19:29Well, paying for a no-show doesn't affect all of us, I guess,
0:19:29 > 0:19:33but here's something which hits all diners - service charges.
0:19:33 > 0:19:36You're at the restaurant. It's amazing.
0:19:36 > 0:19:39It's just what you thought it was going to be,
0:19:39 > 0:19:41until the grumpy waiter comes along.
0:19:41 > 0:19:43No interest in you.
0:19:43 > 0:19:47He gets the whole meal wrong. He doesn't even notice you're there.
0:19:47 > 0:19:50It's just terrible service.
0:19:50 > 0:19:54- But it says on the menu, compulsory 15% service charge.- Compulsory?
0:19:54 > 0:19:59- It does say that on some menus now. So are you going to pay it?- No.
0:19:59 > 0:20:02You've refused to pay it but now they're saying,
0:20:02 > 0:20:05"If you don't pay it, we're going to call the police."
0:20:05 > 0:20:07What are the police going to do about it?
0:20:07 > 0:20:10I don't think the police would be terribly impressed.
0:20:10 > 0:20:13- It's a civil matter between you and the restaurant.- Exactly.
0:20:13 > 0:20:16If they said, "We-re going to call the police", would you pay it?
0:20:18 > 0:20:22If it went down the long route, I think I just pay it.
0:20:22 > 0:20:25I would still complain though. I would want something out of it.
0:20:25 > 0:20:29So two people wouldn't pay and one might with a complaint. Who's right?
0:20:30 > 0:20:33If you receive really bad service in a restaurant,
0:20:33 > 0:20:37you may feel you don't want to pay that service charge that comes on the bill.
0:20:37 > 0:20:40What we would suggest doing at trading standards is paying under protest.
0:20:40 > 0:20:44Make it very clear in writing, perhaps on the back of the bill or the receipt,
0:20:44 > 0:20:47that you're paying under the protest and that you are only paying it
0:20:47 > 0:20:50because you don't want them to call the police, for example.
0:20:50 > 0:20:54When you get home, you should write a letter to the manager of the restaurant,
0:20:54 > 0:20:58saying you received bad service and that you're looking to reclaim that service charge.
0:20:58 > 0:21:03If they still refuse to do that, you may need to consider taking county court action against them.
0:21:03 > 0:21:08So remember our restaurant rules and you're guaranteed a good night out.
0:21:13 > 0:21:15I've been in the north-west,
0:21:15 > 0:21:18helping out a couple with a whole lot of trouble in their garden.
0:21:18 > 0:21:22Over the last 18 months, Val and Alan Lock's driveway has had several
0:21:22 > 0:21:26collapses with dips and holes appearing in the front and back.
0:21:26 > 0:21:29It's gone at the back, it's gone at the front.
0:21:29 > 0:21:32Our main concern is that the middle bit,
0:21:32 > 0:21:35is that going to collapse on us?
0:21:35 > 0:21:37I'm talking to United Utilities to see
0:21:37 > 0:21:40if we can get to the bottom of when the problems will be fixed.
0:21:40 > 0:21:44Broken pipes deep below the driveway seem to be the problem.
0:21:44 > 0:21:47But getting a solution or even confirmation of what's wrong
0:21:47 > 0:21:51has dragged on and the couple fear the worst.
0:21:51 > 0:21:53I'm also trying to get United Utilities to send me
0:21:53 > 0:21:56a copy of a report they had done.
0:21:56 > 0:22:00They used specialist equipment that scanned the ground under the driveway.
0:22:00 > 0:22:03The Locks believe the team who did it found important information
0:22:03 > 0:22:07but United Utilities say it's too complex to understand.
0:22:07 > 0:22:09Alan is not so sure.
0:22:11 > 0:22:15This particular guy told me that there are big issues on this drive.
0:22:15 > 0:22:18That there is voids down there.
0:22:18 > 0:22:21There have been several e-mails back and forth between me
0:22:21 > 0:22:25and United Utilities and they say they are looking at getting the report.
0:22:25 > 0:22:28The couple feel that after more than a year
0:22:28 > 0:22:32they have not been able to get a resolution and want me to help.
0:22:32 > 0:22:34So, I want to talk to an expert.
0:22:35 > 0:22:39The company has been working to try and rectify the problems
0:22:39 > 0:22:41with Alan and Val's drive.
0:22:41 > 0:22:44Trouble is, the couple feel they haven't been as well-informed
0:22:44 > 0:22:47about what's been going on as they should've been.
0:22:47 > 0:22:49But there has been a development.
0:22:49 > 0:22:52A few days after my first call to the company,
0:22:52 > 0:22:56the couple are given a start date for further investigation work.
0:22:56 > 0:22:58They say this was planned before I contacted them
0:22:58 > 0:23:01and the couple are pleased to see things happening.
0:23:01 > 0:23:05We received a letter from United Utilities
0:23:05 > 0:23:10saying that they were going to start the job this Monday.
0:23:10 > 0:23:13We're hoping everything will go right
0:23:13 > 0:23:18with the different guys that are coming.
0:23:18 > 0:23:21Electricians, builders and the guys who are going to do the dig.
0:23:22 > 0:23:27We're hoping it all goes to plan. I can't see it doing.
0:23:29 > 0:23:32With work about to start, maybe we'll find out if pipes are the problem.
0:23:32 > 0:23:36But it's not an area most people know anything about.
0:23:37 > 0:23:39Let's be honest.
0:23:39 > 0:23:42We take it for granted that all our waste water
0:23:42 > 0:23:46just goes down the drain and disappears.
0:23:46 > 0:23:49But when one of those drains starts causing havoc,
0:23:49 > 0:23:52trying to get it fixed can leave us feeling completely washed out.
0:23:55 > 0:23:58Surveyors are the experts in assessing what state
0:23:58 > 0:24:01a property's drains and pipework are in.
0:24:01 > 0:24:04That includes taking a close interest in all other types
0:24:04 > 0:24:07of pipes that feed in or out of your house.
0:24:10 > 0:24:12You will have pipes serving the gas meter,
0:24:12 > 0:24:16electricity meter, trains, water mains.
0:24:16 > 0:24:19Typically, the sorts of things you'd find on the property.
0:24:19 > 0:24:24The water main will come up to a stopcock just outside the boundary or a water meter.
0:24:24 > 0:24:29That's where it terminates and the responsibility from the boundary onwards is the householder.
0:24:29 > 0:24:34Similarly, with the drain. In other words, the hedge or the brick wall before the pavement.
0:24:34 > 0:24:39So up to the pavement is the boundary but the other side of that is your responsibility.
0:24:39 > 0:24:42Of course, in the Locks' case, the problem is believed to have stemmed
0:24:42 > 0:24:45from a sewer and drainage pipe outside of their property,
0:24:45 > 0:24:48so United Utilities were obliged to deal with it.
0:24:48 > 0:24:52But if not, there's always insurance. If you have it.
0:24:52 > 0:24:56Building insurance covers escape of water claims.
0:24:56 > 0:25:00If you had a leak, it would cover the resulting damage
0:25:00 > 0:25:02but not the repair of the pipe.
0:25:03 > 0:25:06They are under the policy, a typical policy,
0:25:06 > 0:25:09there is damage cover for accidental damage to drains.
0:25:09 > 0:25:13But it needs to be accidental, like if you are putting in a fence post
0:25:13 > 0:25:16and you went straight through your drain, that would be covered.
0:25:16 > 0:25:18But otherwise, there's no actual cover
0:25:18 > 0:25:20to pick up those bits and pieces.
0:25:20 > 0:25:23That's why these independent insurance people
0:25:23 > 0:25:25try and get you to take out cover, which is a good idea
0:25:25 > 0:25:27but you just need to make sure
0:25:27 > 0:25:30you're not taking out cover that's already covered under your policy.
0:25:30 > 0:25:33Whatever happens, the best thing to do is take the advice of a surveyor.
0:25:33 > 0:25:35My top tips for the consumer,
0:25:35 > 0:25:39when it comes to pipework below the property, would be to be observant.
0:25:39 > 0:25:43If you're buying a new property, have as much survey as you can
0:25:43 > 0:25:45and don't take things for granted.
0:25:45 > 0:25:48If there is a change in something, have a look and carry out
0:25:48 > 0:25:53further investigation, rather than having a problem later on.
0:25:53 > 0:25:57Good advice. Chances are your home has some kind of drainage pipe
0:25:57 > 0:26:01so it's good to know who's responsibility it is if there's a problem.
0:26:01 > 0:26:05And up in St Helens, it seems the work has begun.
0:26:08 > 0:26:13- Well, it's started. - I can't believe it's even started!
0:26:13 > 0:26:15The plan is to take down the carport
0:26:15 > 0:26:17and much of the drive to see what's down there.
0:26:17 > 0:26:21The team doing the job would rather we didn't film them doing it.
0:26:24 > 0:26:27Well, they've actually turned up today.
0:26:27 > 0:26:29They told me, I just asked them how long
0:26:29 > 0:26:34and approximately three to four weeks before they finish the garage.
0:26:34 > 0:26:36Luckily enough,
0:26:36 > 0:26:40the electrician is now going in to take the electrics out and
0:26:40 > 0:26:42then the builder is going in,
0:26:42 > 0:26:46and he has just turned up and all so this is fantastic!
0:26:49 > 0:26:51It's great that work is under way
0:26:51 > 0:26:54but that age-old question still remains,
0:26:54 > 0:26:56what exactly are the workmen going to be doing
0:26:56 > 0:26:59'and will they be investigating the whole driveway?
0:26:59 > 0:27:02'We've exchanged a few e-mails with United Utilities
0:27:02 > 0:27:06'but they said they'd rather deal with the couple direct than me.
0:27:06 > 0:27:09'That's fine in relation to the ongoing work
0:27:09 > 0:27:12'but I still need answers about what has gone on beforehand.'
0:27:14 > 0:27:16Crikey! E-mails going backwards and forwards,
0:27:16 > 0:27:19as far as United Utilities are concerned.
0:27:19 > 0:27:22Mr And Mrs Lock phoned us yesterday and said, "What is happening?"
0:27:22 > 0:27:24I'm going to ring United Utilities
0:27:24 > 0:27:26and see if they'll give me an answer.
0:27:26 > 0:27:28Things are happening at the house now,
0:27:28 > 0:27:30I just want to establish exactly what.
0:27:39 > 0:27:40Hello, press office.
0:27:40 > 0:27:42Could I speak to somebody, please,
0:27:42 > 0:27:45about an ongoing situation with Mr and Mrs Lock.
0:27:45 > 0:27:48Who am I speaking to, by the way?
0:27:48 > 0:27:51Hello, Sean. Yes, I've received your e-mails back.
0:27:51 > 0:27:53'The chap I'm speaking to would rather we didn't use his voice
0:27:53 > 0:27:56'and tells me someone would need to call me back.'
0:27:56 > 0:27:58Is there any reason we can't talk today, Sean?
0:27:58 > 0:28:02'He says he'll pass on my request to the right people and get back to me.
0:28:02 > 0:28:04'Fair enough.'
0:28:05 > 0:28:07Can I just leave you with a question, Sean,
0:28:07 > 0:28:10cos Mr and Mrs Lock called us yesterday
0:28:10 > 0:28:12and they were hoping for an update on what was happening
0:28:12 > 0:28:15so that's what I'm actually ringing for, see if I can find that out.
0:28:15 > 0:28:18'He won't give me an answer but he will pass on the query.'
0:28:18 > 0:28:21And you, Sean. Nice talking to you. Bye-bye.
0:28:21 > 0:28:24'I may not have got any answers today
0:28:24 > 0:28:26'but I'm confident they'll come through soon.'
0:28:26 > 0:28:29Well, looks like this case is on the right track
0:28:29 > 0:28:33but for those of you in a similar situation, there is an organisation
0:28:33 > 0:28:36which deals with hundreds of complaints like theirs every year.
0:28:36 > 0:28:39The Consumer Council for Water.
0:28:39 > 0:28:41There are two regulators in the water industry.
0:28:41 > 0:28:44There's Ofwat, the financial regulator,
0:28:44 > 0:28:46that actually sets the prices for water companies,
0:28:46 > 0:28:49and we are the customer service regulator.
0:28:49 > 0:28:53We deal with water companies when they provide poor service to customers
0:28:53 > 0:28:56and make sure those customers are put back
0:28:56 > 0:28:59in a position where they are not disadvantaged.
0:28:59 > 0:29:02And for anyone fearful that they could have a costly pipe nightmare
0:29:02 > 0:29:05waiting in their garden, Steve has some good news.
0:29:05 > 0:29:09With drainage pipes, the situation used to be very complicated
0:29:09 > 0:29:12but thankfully, that was simplified last year,
0:29:12 > 0:29:17back in October 2012, where the government changed the legislation
0:29:17 > 0:29:20on who was responsible for drains.
0:29:20 > 0:29:24The situation is now that a customer is only responsible for a drain
0:29:24 > 0:29:27within the boundary of their private land, within their garden,
0:29:27 > 0:29:30if it serves one property.
0:29:30 > 0:29:34Anything outside of their property they are not responsible for
0:29:34 > 0:29:36so they don't have the burden that they used to have.
0:29:36 > 0:29:41So all shared drains on private land now are the responsibility
0:29:41 > 0:29:44of the water company to clear.
0:29:44 > 0:29:49And that also means that the drains customers used to be responsible for, which were out in the highway,
0:29:49 > 0:29:53underneath the public pavement under public roads, they are now all
0:29:53 > 0:29:56the responsibility of water companies to repair and maintain.
0:29:56 > 0:30:00The responsibility for pipes does vary from property to property
0:30:00 > 0:30:04because some properties can actually share a water pipe with a neighbour,
0:30:04 > 0:30:08a terraced house, for example, can share a water pipe with a number of different properties.
0:30:08 > 0:30:12Pipes leading to a block of flats would be the responsibility
0:30:12 > 0:30:16of all the owners or occupiers of that particular block of flats.
0:30:16 > 0:30:23And as ever, our experts can tell you where to go if you still need answers.
0:30:23 > 0:30:25If anybody has questions,
0:30:25 > 0:30:28cos it can be quite difficult to ascertain where your drains are,
0:30:28 > 0:30:31where they go, where they go after they leave your property,
0:30:31 > 0:30:33if you do have any questions about it,
0:30:33 > 0:30:35it's well worth ringing your water company.
0:30:35 > 0:30:37They'll probably point you in the right direction.
0:30:37 > 0:30:40All water companies have advice on their website
0:30:40 > 0:30:42about private drains and sewers
0:30:42 > 0:30:44and indeed at the Consumer Council for Water,
0:30:44 > 0:30:47we have maps and guides on our website
0:30:47 > 0:30:53which will be able to explain to customers which sewer belongs to who.
0:30:57 > 0:31:01We get thousands of e-mails asking for our help but unfortunately,
0:31:01 > 0:31:03we can't answer all of them.
0:31:03 > 0:31:09What we can do is warn you about some of the common consumer pitfalls so you don't get done.
0:31:13 > 0:31:16In these budget-conscious days,
0:31:16 > 0:31:18maybe you've had to make a few cutbacks
0:31:18 > 0:31:21and buy some own brand products on the weekly shop
0:31:21 > 0:31:24but buying some cut-price products needs a bit of thinking about.
0:31:24 > 0:31:28Here's our guide to part worn tyres.
0:31:28 > 0:31:31Part worn tyres are basically second-hand tyres.
0:31:31 > 0:31:33You'd have them on a second-hand car
0:31:33 > 0:31:36but some people buy them and fit them to their own cars,
0:31:36 > 0:31:40as Nick Evans from Bristol Trading Standards knows only too well.
0:31:40 > 0:31:44We rely on tyres. Our lives depend upon them.
0:31:44 > 0:31:50With each tyre on the road, the print is about the size of the flat of your hand
0:31:50 > 0:31:53and you've got four of those on the road.
0:31:53 > 0:31:55If you are going round a corner very fast,
0:31:55 > 0:31:57that's all you've got between you and the hedge.
0:31:57 > 0:32:00Part worn tyres will have less tread than new ones
0:32:00 > 0:32:03so it's vital that consumers know if they are buying one.
0:32:03 > 0:32:08Tyres have to be marked as part worn
0:32:08 > 0:32:11and if they're not marked as part worn,
0:32:11 > 0:32:13that seller commits a criminal offence.
0:32:13 > 0:32:18One of the things that anybody checking a tyre will need to know
0:32:18 > 0:32:21is that there are no tears, no bulges,
0:32:21 > 0:32:23there is the correct tread depth.
0:32:23 > 0:32:27They can be safe if the right checks are conducted.
0:32:27 > 0:32:32And some part worn tyres have led to serious legal cases,
0:32:32 > 0:32:35such as the one Bristol Trading Standards investigated.
0:32:35 > 0:32:37The tyre had been sold to someone
0:32:37 > 0:32:40who hadn't realised what they were buying.
0:32:40 > 0:32:43It all went wrong when they tried to drive with it.
0:32:46 > 0:32:49This is the tyre that we took in as the complaint item,
0:32:49 > 0:32:55and the tyre that was subjected to a close examination by an expert.
0:32:55 > 0:32:59If you can imagine how this was when this was fitted,
0:32:59 > 0:33:01it would have looked more or less like a new tyre
0:33:01 > 0:33:03so it looked like that.
0:33:03 > 0:33:06Except in use, in a very short period of time,
0:33:06 > 0:33:08that's what happened.
0:33:10 > 0:33:13The tyre twisted and warped as soon as it was driven on.
0:33:13 > 0:33:18It wouldn't hold the road and hadn't even been marked as part worn.
0:33:18 > 0:33:20The Trading Standards team contacted an expert
0:33:20 > 0:33:25who examined the tyre fully. His report was remarkable.
0:33:27 > 0:33:30The tyre expert came and he was amazing.
0:33:30 > 0:33:32He submitted a very long report
0:33:32 > 0:33:38and in that report he was able to say that this tyre was 16 years old.
0:33:38 > 0:33:42It had been made originally in the Michelin factory in Italy.
0:33:42 > 0:33:45He was able to say it had been fitted to a wheel
0:33:45 > 0:33:47twice in its lifetime.
0:33:47 > 0:33:50He was able to say that the wire strengthening
0:33:50 > 0:33:52within the tyre was corroded.
0:33:52 > 0:33:54In other words, rusted.
0:33:54 > 0:33:58And because of that, effectively, the inside of the tyre
0:33:58 > 0:34:04had become detached and that's what made it a dangerous tyre.
0:34:04 > 0:34:10And when I saw that report, clearly it was something that we had to do something about.
0:34:10 > 0:34:13There was no issue with the manufacture of the tyre,
0:34:13 > 0:34:16just what had happened over the intervening years.
0:34:16 > 0:34:20The driver who brought it was lucky to have noticed the problems
0:34:20 > 0:34:24whilst driving but Trading Standards traced the worn tyre back
0:34:24 > 0:34:29to the garage that sold it and successfully prosecuted the owner.
0:34:29 > 0:34:31The outcome of the court case
0:34:31 > 0:34:36was that the person we charged was convicted of the offences.
0:34:36 > 0:34:40He was fined £3,000 for the supply of a dangerous tyre,
0:34:40 > 0:34:44he was fined £500 for the misleading omission,
0:34:44 > 0:34:47with regards to it being a new tyre,
0:34:47 > 0:34:49and he was also fined £500
0:34:49 > 0:34:54for not marking the tyre wall part worn, as he should have done.
0:34:54 > 0:34:56With the court costs that were charged to him
0:34:56 > 0:35:02and the compensation, the total bill to him was £7,000.
0:35:04 > 0:35:09So what do you need to know about checking out a part worn tyre?
0:35:10 > 0:35:14Well, a good place to start is to ask a man with 20 years experience in testing them.
0:35:14 > 0:35:17Department for Transport statistics show
0:35:17 > 0:35:23that over 1,100 accidents in 2011 were related to tyre-related issues.
0:35:23 > 0:35:27Tyres are an important safety concern that people should be aware of.
0:35:27 > 0:35:30That's over 20 accidents per week relating to tyres.
0:35:31 > 0:35:34One recent survey looked at 50 part worn tyres
0:35:34 > 0:35:38and found an amazing one third had serious safety concerns.
0:35:38 > 0:35:42Steve has a collection of some that demonstrate some common faults.
0:35:42 > 0:35:45You might think when you buy these tyres that they look pretty good.
0:35:45 > 0:35:48In fact, this one here has got plenty of tread depth
0:35:48 > 0:35:50but if we actually look at the age of the tyre,
0:35:50 > 0:35:53we have a code here that explains the age of the tyre.
0:35:53 > 0:35:56This tyre is actually 18 years old.
0:35:56 > 0:36:00And some tyres need an experienced eye to spot their problems.
0:36:00 > 0:36:03So here again we have a tyre that doesn't look too bad at first glance.
0:36:03 > 0:36:04Plenty of tread depth.
0:36:04 > 0:36:10But when we look inside the tyre, we can see it has had a puncture repair.
0:36:10 > 0:36:13Which you can see on the inside of the tyre, there.
0:36:13 > 0:36:15And when we look at the outside,
0:36:15 > 0:36:17where that puncture's been carried out,
0:36:17 > 0:36:20we can see there's still quite a serious hole there.
0:36:20 > 0:36:21When a puncture repair is done,
0:36:21 > 0:36:24there are British standards that people should adhere to
0:36:24 > 0:36:27when they repair these tyres and this hasn't been done.
0:36:27 > 0:36:29This hole here means that moisture can get into the tyre,
0:36:29 > 0:36:32it can rust the cords of the tyre, which are made of steel,
0:36:32 > 0:36:35and cause a serious problem when the car is out on the road.
0:36:35 > 0:36:38So in this case we see there's a significant bulge in the side wall.
0:36:38 > 0:36:41This means the tyre has taken a severe impact,
0:36:41 > 0:36:44it's broken some of the cords in the tyre,
0:36:44 > 0:36:47which give the structural integrity to the tyre.
0:36:47 > 0:36:50So the tyre is weak in this area.
0:36:50 > 0:36:52Part worn tyres are a real safety concern
0:36:52 > 0:36:56and people must be aware of the precautions they must take before buying these tyres.
0:36:56 > 0:37:00So if you are thinking of buying part worn tyres, remember what the experts say.
0:37:00 > 0:37:03If a consumer has brought a part worn tyre
0:37:03 > 0:37:05and are worried about the safety of that tyre,
0:37:05 > 0:37:08they should really go back to the dealer where they bought the tyres
0:37:08 > 0:37:11and he should be able to explain that the tyre's been inspected.
0:37:11 > 0:37:13If they're not clear that the tyre is safe,
0:37:13 > 0:37:17they can always contact Trading Standards for further information.
0:37:21 > 0:37:24I'm back up north in St Helens to see the Locks.
0:37:24 > 0:37:27It's been a long old wait but there is a sight I want to see for myself,
0:37:27 > 0:37:31it's the sight of progress being made on that driveway.
0:37:31 > 0:37:35Hi, Val. Hi, Alan. How are you doing, guys? All right?
0:37:35 > 0:37:38'It looks like a building site around here,
0:37:38 > 0:37:40'and I mean that in a good way.'
0:37:40 > 0:37:43I tell you what, it might be an eyesore
0:37:43 > 0:37:46- but at least things are happening, hey?- I know. Thank goodness.
0:37:46 > 0:37:50- It has got to be a big relief for you, hasn't it?- Definitely.
0:37:50 > 0:37:55I tell you what, I want to find out everything that's been going on but it's taters in the mould here.
0:37:55 > 0:37:59I know I'm from down south but shall we go inside and have a cup of tea?
0:37:59 > 0:38:01- Definitely.- Well volunteered, Alan.
0:38:04 > 0:38:07It's lovely to see you smile again because last time we met,
0:38:07 > 0:38:09you looked like you had a lot of problems
0:38:09 > 0:38:12which were worrying you a lot, you did say that.
0:38:12 > 0:38:14But of course, things are on the up now.
0:38:14 > 0:38:18You had 18 months of misery, haven't you? Just remind me of everything.
0:38:18 > 0:38:22Well, it was just a nightmare. It wasn't going anywhere.
0:38:22 > 0:38:26One of the frightening parts was the collapse at the back,
0:38:26 > 0:38:30- where one of Alan's friends fell into it.- Yeah, big hole.
0:38:30 > 0:38:33And that was really frightening.
0:38:33 > 0:38:36And they came and said they were going to get that sorted.
0:38:36 > 0:38:39And we're going down the right lines now.
0:38:39 > 0:38:41'There's no doubt that things have started moving a lot
0:38:41 > 0:38:44'quicker in the last few weeks.'
0:38:44 > 0:38:47United Utilities said this remedial work would have happened
0:38:47 > 0:38:49regardless of my involvement,
0:38:49 > 0:38:53but it's clear Alan and Val are happy to see progress.
0:38:53 > 0:38:56That's all you wanted for the last 18 months.
0:38:56 > 0:38:57I think what happened is great.
0:38:57 > 0:39:00They've pulled everything out, all the stops.
0:39:00 > 0:39:02I had an e-mail quite recently, as well, which said that the holes
0:39:02 > 0:39:05they are digging are going to be 6.2 metres deep.
0:39:05 > 0:39:08We are talking about 20 odd feet.
0:39:08 > 0:39:10That's massive.
0:39:10 > 0:39:13It's double the depth of most swimming pools, you know.
0:39:13 > 0:39:17But you know, it shows now that they are not coming round and just patching things up.
0:39:18 > 0:39:22The work going on is so extensive that the couple have moved out.
0:39:22 > 0:39:25United Utilities are paying the cost for a hotel for them,
0:39:25 > 0:39:28although they're actually staying at their daughter's.
0:39:28 > 0:39:31I asked them to come stay with me because I could look after them
0:39:31 > 0:39:34and my mum was in a really depressed state.
0:39:34 > 0:39:36I didn't want them to move into a hotel,
0:39:36 > 0:39:38I didn't want them to be isolated.
0:39:38 > 0:39:41I wanted to look after her and she's been here with us.
0:39:41 > 0:39:44The children have had to move into the same room, which is no hardship.
0:39:44 > 0:39:48They're fine doing that. Mum and Dad are in Nathan's bedroom
0:39:48 > 0:39:51and we have all just been muddling along together.
0:39:51 > 0:39:54But there's no place like home, as the saying goes,
0:39:54 > 0:39:57and at least there's signs of progress there.
0:39:58 > 0:40:00So that's a big bonus.
0:40:00 > 0:40:02The fact the work is being done
0:40:02 > 0:40:05and we know they've thrown everything at this.
0:40:05 > 0:40:08You've got workmen out there seven days a week, haven't you?
0:40:08 > 0:40:10Yeah, they're really trying now.
0:40:10 > 0:40:12These lads are doing their best. You can't fault them.
0:40:12 > 0:40:15To be fair to United Utilities,
0:40:15 > 0:40:18this has clearly been a very tricky problem to sort.
0:40:18 > 0:40:21They tell us there were a number of unmapped private drains
0:40:21 > 0:40:25and that the Locks' road used to be a mining area.
0:40:25 > 0:40:28They say the complexity of the work means it has required
0:40:28 > 0:40:30a lot of planning but the main thing now
0:40:30 > 0:40:35is there is light at the end of the tunnel for Alan and Val.
0:40:35 > 0:40:41It's nice to know that what has been said, it's been taken forward.
0:40:41 > 0:40:44- Perfect. Just what you wanted. - Absolutely great.
0:40:44 > 0:40:46- Huge relief?- Huge relief, yes!
0:40:46 > 0:40:50'And it seems to me that for Val there's now been a change of heart.'
0:40:50 > 0:40:53I didn't even want to come into this house but now,
0:40:53 > 0:40:57I'm coming back in it without going, "This is a nightmare".
0:40:57 > 0:41:00- You know?- Yeah. Are you looking forward to getting back in?
0:41:00 > 0:41:02I'm looking forward to coming back now.
0:41:02 > 0:41:04You've had a lot of weight on your shoulders the last 18 months.
0:41:04 > 0:41:08We contacted United Utilities and they gave us a statement which,
0:41:08 > 0:41:10amongst other things, said:
0:41:18 > 0:41:22They say, it was always our intention to find out if our pipes were responsible
0:41:22 > 0:41:26and after launching a thorough excavated investigation,
0:41:26 > 0:41:30one of the two United Utilities sewers under the drive
0:41:30 > 0:41:33was found to be faulty so both will be replaced.
0:41:33 > 0:41:35They also say:
0:41:43 > 0:41:46Once finished, they say they will return the Locks' drive,
0:41:46 > 0:41:52carport, garage and garden to good as new condition and that:
0:42:03 > 0:42:07And that's something all the family is really looking forward to.
0:42:08 > 0:42:12The fact my parents will get their home back means the world to them
0:42:12 > 0:42:15because as much as they have been OK with us,
0:42:15 > 0:42:17you know, they've been staying with us,
0:42:17 > 0:42:19it's not like having your own place
0:42:19 > 0:42:21and getting their own lives back
0:42:21 > 0:42:24and they want to just put the whole situation behind them
0:42:24 > 0:42:26and get on with their lives.
0:42:26 > 0:42:29I tell you what, it's all looking good now, isn't it? All on the up.
0:42:29 > 0:42:33So obviously, another months and you'll be back in here.
0:42:33 > 0:42:34Fingers crossed.
0:42:34 > 0:42:38- Alan, good to see you again. - Thank you.- And you as well.
0:42:38 > 0:42:40- Thank you very much.- Right. Who's going to show me out?
0:42:44 > 0:42:49Valerie and Alan were planning on spending their golden years in that house and sadly,
0:42:49 > 0:42:51because of what's been going on, they fell out of love with it.
0:42:51 > 0:42:54I'm glad to say that now is a thing of the past.
0:42:54 > 0:42:56They've got their home back.
0:43:20 > 0:43:23Subtitles by Red Bee Ltd