Underground Pipes Don't Get Done Get Dom


Underground Pipes

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Transcript


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I've been fighting your consumer battles for years now.

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But the same old problems just keep flooding in.

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And it's all the usual suspects - poor customer service,

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faulty goods and hidden small print.

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No wonder some of you are fed up with the way you're being treated.

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As long as you signed that contract and you're trapped, that's it,

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that's all they want from you.

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I couldn't agree more. Things need to change

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and we're on a mission to get companies to treat us better.

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I'll be taking on your cases

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and fighting your fight with the big companies.

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When you said she's only paying £1,000,

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she's actually paid nearly £6,000, how can that be irrelevant?

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And I'll be showing you how to shop smart and stay one step ahead.

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So you don't turn up to the restaurant because that night, you can't be bothered, you're tired.

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Can they claim compensation from you?

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-So remember, don't get done...

-Get Dom.

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On the programme today,

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we delve into the underground world of the utility companies.

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Problem pipes left one couple convinced they'd never see

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the light at the end of the tunnel.

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He got sucked into the hole, still holding one flag

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and the other flags went down with him.

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Our guide to part-worn tyres should help steer you

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away from a motoring disaster.

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So it looked like that, except in use in a very short period of time,

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that's what happened.

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And roving reporter Rani Price will be taking to the streets with

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a rumbling tummy, trying to find out what you know about eating out.

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It says on the menu "compulsory 15% service charge".

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-Are you going to pay it?

-No.

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If you suddenly find a hole in your favourite cardie,

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at least you've got the option of patching it up or sewing it up.

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However, if you find you've got a dirty great big hole in your driveway,

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it's going to take more than a needle and thread to sort it out.

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Val and Alan Lock from St Helens know that feeling only too well.

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18 months ago, at the home they've been in for over 20 years,

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something happened.

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Holes started to appear in the ground outside the property.

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The couple began to fear for their safety

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and for anyone who visited them.

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When anybody comes in the house are they going to be safe?

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Your grandkids and your own kids, you know what I mean?

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Just doesn't seem to be any end with it. Don't know what to do next.

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Their saga started back in July 2011 when out of the blue a hole

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appeared in their front garden.

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Understandably, they called the local utility company,

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United Utilities. After initial investigations,

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they were told the hole had been caused by an old drain under

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the road which had sunk, but the main sewer pipe was still

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flowing, so they didn't try to fix it.

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The dip stayed on the driveway

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and they were told to talk to their own insurer,

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as initially it seemed it could come under the property's boundary.

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As it seemed it was their problem, they decided to live with it.

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But three months later, they woke up to a worse shock.

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A much bigger hole had appeared in front of their garage, just as the couple were due to go away.

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I didn't expect anything that big at all. When it collapsed,

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I just couldn't believe it that we'd had it at the front and now we'd got

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this at the back, it was just like a continuous nightmare going on.

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The couple decided that they would sort the problem themselves

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and as a temporary measure to make it safe,

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Alan filled in the hole and they went away on holiday.

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But the break didn't relax them enough for what was to come.

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In December 2011, the street in front of their home flooded,

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affecting all their neighbours too. The couple believed the flooding

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and the dips on their drive were part of the same problem.

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A large team from United Utilities turned up to fix the flooding

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and Val and Alan thought they were going to

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fix their driveway at the same time.

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They got all the floods sorted out, all the houses that the water was

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overflowing into their drives, that ceased and the road opened up again.

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So then they all packed up and went away.

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But the flooding and dips on the driveway were just the tip of the iceberg.

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It's now over a year later and the couple's garden

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and drive has more holes in it.

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Throughout that time,

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United Utilities have been working to resolve the problem

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and have excavated back and front to try and work out what's going on.

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But no-one's any the wiser

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and the stress of the situation is taking its toll on Alan and Val.

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We're just so concerned. We don't know how many holes there is,

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when it's going to go down.

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We're just so terrified that somebody's going to have a

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major accident.

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The couple want to know exactly what's going on under their property

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and more importantly, what's going to be done to fix the problem

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and restore their garden and driveway back to its former glory.

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But so far, United Utilities haven't been able to provide all of those answers.

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I've come to meet the couple at their daughter's house up the road, to hear more about their troubles.

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-Hi there. Alan? Nice to meet you.

-And you, mate.

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-Do you want to come in?

-Yes, please.

-This is Val.

-Hi. Oh, lovely.

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So this is the problem - the driveway is starting to collapse.

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-Yes.

-OK. When was the first time you noticed the driveway collapsing?

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It was about 18 months ago.

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I know that after the floods and the fact that a hole appeared by their garage, the couple were very

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worried that the dip on their front drive was part of a bigger problem with underground pipes.

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Alan and Val asked the Consumer Council for Water to get involved and in March 2012,

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United Utilities organised a dig in their front garden.

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It proved quite risky, as the ground gave way under one of the workmen.

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It was a potentially dangerous situation,

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but the team did get a result.

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So in March 2012, you were quite happy,

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you thought everything had been sorted out.

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Is there a "but" coming?

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Yes, because they repaired the pipe, they refilled the hole,

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but then they couldn't match our black paving,

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so we were just left with an incomplete drive.

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United Utilities say the original blocks

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they took up were crumbling and couldn't be put back,

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so they offered to replace them with best match blocks instead.

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But the Locks weren't happy with that and the matter ended up

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with United Utilities' legal services department.

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Eventually, it was agreed they would use reclaimed paving blocks

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to repair the drive, but the couple's driveway nightmares were far from over.

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-Then you started noticing more problems, correct?

-Yes.

-How many dips are we talking about?

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-Six. About six.

-Right, a considerable amount.

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So you realised at this point your problems hadn't gone away, they were just getting worse.

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Yes.

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Alan and Val were worried that United Utilities'

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repair to the sewer pipe under the driveway hadn't got to the bottom of the problem after all.

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United Utilities said they would carry on investigating, but the

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couple say they weren't kept well informed about what was going on.

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In the meantime, Alan decided to carry out some

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repairs of his own with the help of a friend.

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We were trying to build it up ourselves,

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so he was actually laying the flags and Alan was helping him

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because he's quite a good stocky lad.

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And he collapsed inside the hole.

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And then this guy got sucked into the hole?

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He got sucked into the hole, still holding one flag.

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And the other flags went down with him.

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-Was he injured?

-He was shocked and he'd got some scratches on his leg.

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But he's quite a strong, stocky guy and the nightmare in my mind was

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that my six-year-old grandson had been playing there the day before.

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Because the ground looked OK once they'd levelled it all out.

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So you must have told United Utilities that all

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-of a sudden you've got this big crater on your driveway.

-Yep.

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-Tell me they rushed round and sorted it out immediately.

-No.

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It were about ten o'clock that night, we reported it in the morning when it had happened.

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It was about ten o'clock at night.

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I had to ring back twice before to check that someone was coming

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to have a look what was happening. They put the fencing round.

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They put fencing round it and then there was one and then another,

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a couple of different engineers.

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I think they were trying to find out what the issue

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was before they started the dig.

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That was part of the problem.

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-Yeah.

-And that's when we said to them,

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"It's gone at the front and now it's gone at the back. What's happening in the middle?"

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All we got was, "Just let us concentrate on this first."

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To be fair to United Utilities, it was clear there was something very

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seriously wrong under the house and there was going to be no quick fix.

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The collapse in front of the garage was linked to another leaking

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pipe, which was also repaired, but the couple wanted a full

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investigation to prevent any further dips or collapses.

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In September 2012,

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United Utilities commissioned a specialist report which used

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hi-tech radar equipment to look at the ground

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and pipework beneath the surface.

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Obviously, they must have had some sort of engineer's report.

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-Have you ever seen it?

-No.

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We did ask for a copy of this report and we've asked for reports

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of what they are doing at the moment and we've had nothing.

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-They've refused to give it to you?

-No, they said they had a report,

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but they couldn't understand what was on this report.

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-Doesn't fill you full of confidence, does it?

-No, it doesn't.

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'Alan and Val aren't clear about what exactly is going on with their

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'drive, so I'll be glad to contact United Utilities on their behalf

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'and ask some very key questions.'

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I'll see if I can find out what the delay is, why things haven't been sorted out

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and also what the actual problem is, which I think will be quite interesting.

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If someone would have sat down with us with that first collapse

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and said, "We need to investigate this", I'd have been a happy person.

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It just seems to go from bad to worse now.

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I just don't want to go back to that house any more.

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It's not my home any more.

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And as a result, the couple have to spend a lot of time

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at their daughter Jo's house.

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It can't make you feel very good,

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-sleeping at night knowing that you're house is disappearing.

-Yes.

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-You're not sleeping very well then?

-No.

-Both of you?

-Yes.

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Both of us, no.

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Val, how have you found the customer service?

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Not very good. Not very good at all.

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If I've wanted to find anything out, I've always had to ring them.

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You just get fed up of waiting for someone to come back to us.

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They actually did compensate us

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with a £50 cheque for the cost of all the phone calls.

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The £50 was a reimbursement.

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It should be said that the couple and United Utilities

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are still talking and investigations are still ongoing.

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What the couple want more than anything are some clear answers

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about what is going on and exactly what's going

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to be done to fix their problems once and for all.

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They are spending a lot of time at their daughter Jo's house

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and she's concerned about the kind of impact the driveway saga is having on them.

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Every time we get together, all we talk about is what's wrong

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with the property and what has to be rectified.

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The stress situation, how it's affecting them healthwise.

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It's all we seem to talk about.

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Mum and Dad are quite sociable

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and we do have a lot of get-togethers as a family

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and they won't invite anybody round at the moment

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because they worried about what the state of the property looks like.

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Nobody can park their car on the drive and it really is affecting

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their lives on a daily basis and there is really no need for it.

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I'll do my best for you. Don't worry too much.

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I know you've had a bit of a rough time and thank you for your time.

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Lovely. OK.

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Well, it looks like I've got some digging to do.

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As a company, United Utilities are big in the North.

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As many as seven million people use their products

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and they are responsible for providing water

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to places like Greater Manchester and Merseyside.

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And they are Britain's biggest listed water utility company

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with profits of hundreds of millions of pounds.

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You know, for everybody who thinks the life of a TV presenter

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is all glamorous and nice, warm offices, it's not.

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Here I am in my boring, lonely hotel room.

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United Utilities. Expect a phone call.

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I want to find out where United Utilities are

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with their investigations and whether there are any the wiser

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as to the root cause of the problem and what can be done to fix it.

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After trying customer services,

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I end up speaking to a young lady in the press office.

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She doesn't want her voice used but don't worry,

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I'll keep you in the loop.

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We've had a couple come to us

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with a problem relating to United Utilities.

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It is something you have been addressing.

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You have served them with a notice that you are about to go

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on to the land and repair these holes.

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This couple are quite concerned because they've got quite a large driveway,

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that there are other problems throughout the driveway and that the same thing is going to happen.

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There's no doubt that United Utilities are working to try and resolve the problem

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but Alan and Val would like some commitment that the whole driveway

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is going to be investigated and that individual holes won't just be patched up.

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You had a radar report done on it

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and an independent guy went down and did this report.

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But you had two guys from United Utilities who both said

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they actually need to find somebody to try and decipher the report.

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They admitted they didn't really understand it.

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I'm not sure I've actually used the right technical term here.

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The couple whose house it is are telling me it's a radar report.

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It's some sort of ultrasound or radar report or some specialist report.

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We just wondered if we could get the ball rolling, try and find out what the state of play is

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and see if we could have a copy of this report and find out what you guys are going to do.

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How does that sound?

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She says she will certainly look into it.

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Nice talking to you. Bye-bye.

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I always like it when I make my first call

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because it gives me a good idea of what people are going to be like.

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I spoke to a lady there and I've got to say, charming. Let's hope it stays that way.

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I'm Rani Price and there is nothing I like better than helping you,

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the buying public, through the minefield of regulations

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to make sure you stay savvy shoppers.

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Now, consumer law can be very confusing.

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You've got your Sale Of Goods Act, Distance Selling,

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Right To Return and it doesn't stop there.

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But knowing just a few of these laws can save you not only money

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but a lot of hassle as well.

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Do you know what this is?

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Today, I'm out on the streets, armed with questions to put to you, the buying public,

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to find out if you know your consumer rights from your consumer wrongs.

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-It says on the menu, compulsory 15% service charge.

-Compulsory?

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Over the last 20 years, the amount we spend in restaurants has doubled.

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And since we're getting so much practice, I thought I would put you to the test

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and find out if you know your restaurant rights from your wrongs.

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-Do you chaps like to eat out?

-We do, indeed.

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I do when I get the opportunity.

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-How do you like eating out?

-I love it.

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I could get a lot of yeses to this question as so many of us eat out every week

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and once in a while, the experience ends in the call to your local trading standards team.

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Trading standards are sometimes contacted by members of the public

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who have got complaints about restaurants.

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This can be overcharging, it can be poor quality service

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or it can even be illnesses caused by foods that they've eaten.

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Of course, some problems don't stem from the food.

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They come from not getting any.

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What happens if the restaurant double-books?

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So here's a little scenario for you. You've booked an amazing restaurant.

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It is somewhere your mum has always wanted to go and you think,

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for her birthday you're going to take her.

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You turn up, all glammed up,

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and unfortunately they don't have your reservation.

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They have double-booked and now you don't have a table.

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-What are you going to do?

-Complain.

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I think I'd complain. I think I'd be unhappy about it.

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You've waited for months for this table.

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I would be angry and I'd probably demand, I don't know,

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that they'd book us a table the next day or something.

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I'd have to complain. There has to be a complaint.

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-Do you think you have any right if you've booked a table?

-Definitely.

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-Can you claim compensation from them?

-I don't know.

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-Would you ever think of doing that?

-No.

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-I wouldn't.

-Well, you could try to.

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You could say, "I've travelled all the way here,

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"I had to get a taxi because I've got my best heels on."

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So it seems most people think not

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but would we actually stand some chance

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of getting culinary compensation if the restaurant turned us away.

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If you turn up and you find that your table's been double-booked,

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you might have a claim against the restaurant for a breach of contract.

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When you book a table, you're actually entering into a legally binding contract

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and if the trader fails to deliver that, then you may have a claim against them.

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Surprising, eh?

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No-one said the magic compensation word, although you all thought you'd complain.

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But what happens if we the consumer get cold feet

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and don't turn up for our reservation?

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So the table's turned.

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You're going out for this meal and your mum turns round and says,

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"Son, it's very kind, but I've never really liked that restaurant. Let's not go."

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You didn't turn up on the night because you were just too tired.

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So can they claim compensation from you?

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I've got no idea.

0:18:280:18:30

They have this table waiting, looking so beautiful, just for you and your mum.

0:18:300:18:36

I don't know. I would say no, but then I have no idea.

0:18:360:18:40

Maybe this bloke knows.

0:18:400:18:42

I've heard of something of such where if you book in advance

0:18:420:18:47

and if you don't cancel within a certain period,

0:18:470:18:50

that you are liable to pay some sort of compensation.

0:18:500:18:53

So yes, they would obviously have some sort of stipulation.

0:18:530:18:58

Kind of.

0:18:580:19:00

They can claim something back off you as well.

0:19:000:19:03

Some restaurants do say you have to cancel within 24 hours,

0:19:030:19:06

but if you don't give notice and don't turn up and the restaurant hasn't said that,

0:19:060:19:10

the restaurant could actually say,

0:19:100:19:12

"Well, we lost out on a table tonight. There were meant to be two paying customers.

0:19:120:19:18

"We couldn't fill the table. So therefore, you should compensate us."

0:19:180:19:22

But the chances are, they're not going to come knocking on your door.

0:19:220:19:26

Well, paying for a no-show doesn't affect all of us, I guess,

0:19:260:19:29

but here's something which hits all diners - service charges.

0:19:290:19:33

You're at the restaurant. It's amazing.

0:19:330:19:36

It's just what you thought it was going to be,

0:19:360:19:39

until the grumpy waiter comes along.

0:19:390:19:41

No interest in you.

0:19:410:19:43

He gets the whole meal wrong. He doesn't even notice you're there.

0:19:430:19:47

It's just terrible service.

0:19:470:19:50

-But it says on the menu, compulsory 15% service charge.

-Compulsory?

0:19:500:19:54

-It does say that on some menus now. So are you going to pay it?

-No.

0:19:540:19:59

You've refused to pay it but now they're saying,

0:19:590:20:02

"If you don't pay it, we're going to call the police."

0:20:020:20:05

What are the police going to do about it?

0:20:050:20:07

I don't think the police would be terribly impressed.

0:20:070:20:10

-It's a civil matter between you and the restaurant.

-Exactly.

0:20:100:20:13

If they said, "We-re going to call the police", would you pay it?

0:20:130:20:16

If it went down the long route, I think I just pay it.

0:20:180:20:22

I would still complain though. I would want something out of it.

0:20:220:20:25

So two people wouldn't pay and one might with a complaint. Who's right?

0:20:250:20:29

If you receive really bad service in a restaurant,

0:20:300:20:33

you may feel you don't want to pay that service charge that comes on the bill.

0:20:330:20:37

What we would suggest doing at trading standards is paying under protest.

0:20:370:20:40

Make it very clear in writing, perhaps on the back of the bill or the receipt,

0:20:400:20:44

that you're paying under the protest and that you are only paying it

0:20:440:20:47

because you don't want them to call the police, for example.

0:20:470:20:50

When you get home, you should write a letter to the manager of the restaurant,

0:20:500:20:54

saying you received bad service and that you're looking to reclaim that service charge.

0:20:540:20:58

If they still refuse to do that, you may need to consider taking county court action against them.

0:20:580:21:03

So remember our restaurant rules and you're guaranteed a good night out.

0:21:030:21:08

I've been in the north-west,

0:21:130:21:15

helping out a couple with a whole lot of trouble in their garden.

0:21:150:21:18

Over the last 18 months, Val and Alan Lock's driveway has had several

0:21:180:21:22

collapses with dips and holes appearing in the front and back.

0:21:220:21:26

It's gone at the back, it's gone at the front.

0:21:260:21:29

Our main concern is that the middle bit,

0:21:290:21:32

is that going to collapse on us?

0:21:320:21:35

I'm talking to United Utilities to see

0:21:350:21:37

if we can get to the bottom of when the problems will be fixed.

0:21:370:21:40

Broken pipes deep below the driveway seem to be the problem.

0:21:400:21:44

But getting a solution or even confirmation of what's wrong

0:21:440:21:47

has dragged on and the couple fear the worst.

0:21:470:21:51

I'm also trying to get United Utilities to send me

0:21:510:21:53

a copy of a report they had done.

0:21:530:21:56

They used specialist equipment that scanned the ground under the driveway.

0:21:560:22:00

The Locks believe the team who did it found important information

0:22:000:22:03

but United Utilities say it's too complex to understand.

0:22:030:22:07

Alan is not so sure.

0:22:070:22:09

This particular guy told me that there are big issues on this drive.

0:22:110:22:15

That there is voids down there.

0:22:150:22:18

There have been several e-mails back and forth between me

0:22:180:22:21

and United Utilities and they say they are looking at getting the report.

0:22:210:22:25

The couple feel that after more than a year

0:22:250:22:28

they have not been able to get a resolution and want me to help.

0:22:280:22:32

So, I want to talk to an expert.

0:22:320:22:34

The company has been working to try and rectify the problems

0:22:350:22:39

with Alan and Val's drive.

0:22:390:22:41

Trouble is, the couple feel they haven't been as well-informed

0:22:410:22:44

about what's been going on as they should've been.

0:22:440:22:47

But there has been a development.

0:22:470:22:49

A few days after my first call to the company,

0:22:490:22:52

the couple are given a start date for further investigation work.

0:22:520:22:56

They say this was planned before I contacted them

0:22:560:22:58

and the couple are pleased to see things happening.

0:22:580:23:01

We received a letter from United Utilities

0:23:010:23:05

saying that they were going to start the job this Monday.

0:23:050:23:10

We're hoping everything will go right

0:23:100:23:13

with the different guys that are coming.

0:23:130:23:18

Electricians, builders and the guys who are going to do the dig.

0:23:180:23:21

We're hoping it all goes to plan. I can't see it doing.

0:23:220:23:27

With work about to start, maybe we'll find out if pipes are the problem.

0:23:290:23:32

But it's not an area most people know anything about.

0:23:320:23:36

Let's be honest.

0:23:370:23:39

We take it for granted that all our waste water

0:23:390:23:42

just goes down the drain and disappears.

0:23:420:23:46

But when one of those drains starts causing havoc,

0:23:460:23:49

trying to get it fixed can leave us feeling completely washed out.

0:23:490:23:52

Surveyors are the experts in assessing what state

0:23:550:23:58

a property's drains and pipework are in.

0:23:580:24:01

That includes taking a close interest in all other types

0:24:010:24:04

of pipes that feed in or out of your house.

0:24:040:24:07

You will have pipes serving the gas meter,

0:24:100:24:12

electricity meter, trains, water mains.

0:24:120:24:16

Typically, the sorts of things you'd find on the property.

0:24:160:24:19

The water main will come up to a stopcock just outside the boundary or a water meter.

0:24:190:24:24

That's where it terminates and the responsibility from the boundary onwards is the householder.

0:24:240:24:29

Similarly, with the drain. In other words, the hedge or the brick wall before the pavement.

0:24:290:24:34

So up to the pavement is the boundary but the other side of that is your responsibility.

0:24:340:24:39

Of course, in the Locks' case, the problem is believed to have stemmed

0:24:390:24:42

from a sewer and drainage pipe outside of their property,

0:24:420:24:45

so United Utilities were obliged to deal with it.

0:24:450:24:48

But if not, there's always insurance. If you have it.

0:24:480:24:52

Building insurance covers escape of water claims.

0:24:520:24:56

If you had a leak, it would cover the resulting damage

0:24:560:25:00

but not the repair of the pipe.

0:25:000:25:02

They are under the policy, a typical policy,

0:25:030:25:06

there is damage cover for accidental damage to drains.

0:25:060:25:09

But it needs to be accidental, like if you are putting in a fence post

0:25:090:25:13

and you went straight through your drain, that would be covered.

0:25:130:25:16

But otherwise, there's no actual cover

0:25:160:25:18

to pick up those bits and pieces.

0:25:180:25:20

That's why these independent insurance people

0:25:200:25:23

try and get you to take out cover, which is a good idea

0:25:230:25:25

but you just need to make sure

0:25:250:25:27

you're not taking out cover that's already covered under your policy.

0:25:270:25:30

Whatever happens, the best thing to do is take the advice of a surveyor.

0:25:300:25:33

My top tips for the consumer,

0:25:330:25:35

when it comes to pipework below the property, would be to be observant.

0:25:350:25:39

If you're buying a new property, have as much survey as you can

0:25:390:25:43

and don't take things for granted.

0:25:430:25:45

If there is a change in something, have a look and carry out

0:25:450:25:48

further investigation, rather than having a problem later on.

0:25:480:25:53

Good advice. Chances are your home has some kind of drainage pipe

0:25:530:25:57

so it's good to know who's responsibility it is if there's a problem.

0:25:570:26:01

And up in St Helens, it seems the work has begun.

0:26:010:26:05

-Well, it's started.

-I can't believe it's even started!

0:26:080:26:13

The plan is to take down the carport

0:26:130:26:15

and much of the drive to see what's down there.

0:26:150:26:17

The team doing the job would rather we didn't film them doing it.

0:26:170:26:21

Well, they've actually turned up today.

0:26:240:26:27

They told me, I just asked them how long

0:26:270:26:29

and approximately three to four weeks before they finish the garage.

0:26:290:26:34

Luckily enough,

0:26:340:26:36

the electrician is now going in to take the electrics out and

0:26:360:26:40

then the builder is going in,

0:26:400:26:42

and he has just turned up and all so this is fantastic!

0:26:420:26:46

It's great that work is under way

0:26:490:26:51

but that age-old question still remains,

0:26:510:26:54

what exactly are the workmen going to be doing

0:26:540:26:56

'and will they be investigating the whole driveway?

0:26:560:26:59

'We've exchanged a few e-mails with United Utilities

0:26:590:27:02

'but they said they'd rather deal with the couple direct than me.

0:27:020:27:06

'That's fine in relation to the ongoing work

0:27:060:27:09

'but I still need answers about what has gone on beforehand.'

0:27:090:27:12

Crikey! E-mails going backwards and forwards,

0:27:140:27:16

as far as United Utilities are concerned.

0:27:160:27:19

Mr And Mrs Lock phoned us yesterday and said, "What is happening?"

0:27:190:27:22

I'm going to ring United Utilities

0:27:220:27:24

and see if they'll give me an answer.

0:27:240:27:26

Things are happening at the house now,

0:27:260:27:28

I just want to establish exactly what.

0:27:280:27:30

Hello, press office.

0:27:390:27:40

Could I speak to somebody, please,

0:27:400:27:42

about an ongoing situation with Mr and Mrs Lock.

0:27:420:27:45

Who am I speaking to, by the way?

0:27:450:27:48

Hello, Sean. Yes, I've received your e-mails back.

0:27:480:27:51

'The chap I'm speaking to would rather we didn't use his voice

0:27:510:27:53

'and tells me someone would need to call me back.'

0:27:530:27:56

Is there any reason we can't talk today, Sean?

0:27:560:27:58

'He says he'll pass on my request to the right people and get back to me.

0:27:580:28:02

'Fair enough.'

0:28:020:28:04

Can I just leave you with a question, Sean,

0:28:050:28:07

cos Mr and Mrs Lock called us yesterday

0:28:070:28:10

and they were hoping for an update on what was happening

0:28:100:28:12

so that's what I'm actually ringing for, see if I can find that out.

0:28:120:28:15

'He won't give me an answer but he will pass on the query.'

0:28:150:28:18

And you, Sean. Nice talking to you. Bye-bye.

0:28:180:28:21

'I may not have got any answers today

0:28:210:28:24

'but I'm confident they'll come through soon.'

0:28:240:28:26

Well, looks like this case is on the right track

0:28:260:28:29

but for those of you in a similar situation, there is an organisation

0:28:290:28:33

which deals with hundreds of complaints like theirs every year.

0:28:330:28:36

The Consumer Council for Water.

0:28:360:28:39

There are two regulators in the water industry.

0:28:390:28:41

There's Ofwat, the financial regulator,

0:28:410:28:44

that actually sets the prices for water companies,

0:28:440:28:46

and we are the customer service regulator.

0:28:460:28:49

We deal with water companies when they provide poor service to customers

0:28:490:28:53

and make sure those customers are put back

0:28:530:28:56

in a position where they are not disadvantaged.

0:28:560:28:59

And for anyone fearful that they could have a costly pipe nightmare

0:28:590:29:02

waiting in their garden, Steve has some good news.

0:29:020:29:05

With drainage pipes, the situation used to be very complicated

0:29:050:29:09

but thankfully, that was simplified last year,

0:29:090:29:12

back in October 2012, where the government changed the legislation

0:29:120:29:17

on who was responsible for drains.

0:29:170:29:20

The situation is now that a customer is only responsible for a drain

0:29:200:29:24

within the boundary of their private land, within their garden,

0:29:240:29:27

if it serves one property.

0:29:270:29:30

Anything outside of their property they are not responsible for

0:29:300:29:34

so they don't have the burden that they used to have.

0:29:340:29:36

So all shared drains on private land now are the responsibility

0:29:360:29:41

of the water company to clear.

0:29:410:29:44

And that also means that the drains customers used to be responsible for, which were out in the highway,

0:29:440:29:49

underneath the public pavement under public roads, they are now all

0:29:490:29:53

the responsibility of water companies to repair and maintain.

0:29:530:29:56

The responsibility for pipes does vary from property to property

0:29:560:30:00

because some properties can actually share a water pipe with a neighbour,

0:30:000:30:04

a terraced house, for example, can share a water pipe with a number of different properties.

0:30:040:30:08

Pipes leading to a block of flats would be the responsibility

0:30:080:30:12

of all the owners or occupiers of that particular block of flats.

0:30:120:30:16

And as ever, our experts can tell you where to go if you still need answers.

0:30:160:30:23

If anybody has questions,

0:30:230:30:25

cos it can be quite difficult to ascertain where your drains are,

0:30:250:30:28

where they go, where they go after they leave your property,

0:30:280:30:31

if you do have any questions about it,

0:30:310:30:33

it's well worth ringing your water company.

0:30:330:30:35

They'll probably point you in the right direction.

0:30:350:30:37

All water companies have advice on their website

0:30:370:30:40

about private drains and sewers

0:30:400:30:42

and indeed at the Consumer Council for Water,

0:30:420:30:44

we have maps and guides on our website

0:30:440:30:47

which will be able to explain to customers which sewer belongs to who.

0:30:470:30:53

We get thousands of e-mails asking for our help but unfortunately,

0:30:570:31:01

we can't answer all of them.

0:31:010:31:03

What we can do is warn you about some of the common consumer pitfalls so you don't get done.

0:31:030:31:09

In these budget-conscious days,

0:31:130:31:16

maybe you've had to make a few cutbacks

0:31:160:31:18

and buy some own brand products on the weekly shop

0:31:180:31:21

but buying some cut-price products needs a bit of thinking about.

0:31:210:31:24

Here's our guide to part worn tyres.

0:31:240:31:28

Part worn tyres are basically second-hand tyres.

0:31:280:31:31

You'd have them on a second-hand car

0:31:310:31:33

but some people buy them and fit them to their own cars,

0:31:330:31:36

as Nick Evans from Bristol Trading Standards knows only too well.

0:31:360:31:40

We rely on tyres. Our lives depend upon them.

0:31:400:31:44

With each tyre on the road, the print is about the size of the flat of your hand

0:31:440:31:50

and you've got four of those on the road.

0:31:500:31:53

If you are going round a corner very fast,

0:31:530:31:55

that's all you've got between you and the hedge.

0:31:550:31:57

Part worn tyres will have less tread than new ones

0:31:570:32:00

so it's vital that consumers know if they are buying one.

0:32:000:32:03

Tyres have to be marked as part worn

0:32:030:32:08

and if they're not marked as part worn,

0:32:080:32:11

that seller commits a criminal offence.

0:32:110:32:13

One of the things that anybody checking a tyre will need to know

0:32:130:32:18

is that there are no tears, no bulges,

0:32:180:32:21

there is the correct tread depth.

0:32:210:32:23

They can be safe if the right checks are conducted.

0:32:230:32:27

And some part worn tyres have led to serious legal cases,

0:32:270:32:32

such as the one Bristol Trading Standards investigated.

0:32:320:32:35

The tyre had been sold to someone

0:32:350:32:37

who hadn't realised what they were buying.

0:32:370:32:40

It all went wrong when they tried to drive with it.

0:32:400:32:43

This is the tyre that we took in as the complaint item,

0:32:460:32:49

and the tyre that was subjected to a close examination by an expert.

0:32:490:32:55

If you can imagine how this was when this was fitted,

0:32:550:32:59

it would have looked more or less like a new tyre

0:32:590:33:01

so it looked like that.

0:33:010:33:03

Except in use, in a very short period of time,

0:33:030:33:06

that's what happened.

0:33:060:33:08

The tyre twisted and warped as soon as it was driven on.

0:33:100:33:13

It wouldn't hold the road and hadn't even been marked as part worn.

0:33:130:33:18

The Trading Standards team contacted an expert

0:33:180:33:20

who examined the tyre fully. His report was remarkable.

0:33:200:33:25

The tyre expert came and he was amazing.

0:33:270:33:30

He submitted a very long report

0:33:300:33:32

and in that report he was able to say that this tyre was 16 years old.

0:33:320:33:38

It had been made originally in the Michelin factory in Italy.

0:33:380:33:42

He was able to say it had been fitted to a wheel

0:33:420:33:45

twice in its lifetime.

0:33:450:33:47

He was able to say that the wire strengthening

0:33:470:33:50

within the tyre was corroded.

0:33:500:33:52

In other words, rusted.

0:33:520:33:54

And because of that, effectively, the inside of the tyre

0:33:540:33:58

had become detached and that's what made it a dangerous tyre.

0:33:580:34:04

And when I saw that report, clearly it was something that we had to do something about.

0:34:040:34:10

There was no issue with the manufacture of the tyre,

0:34:100:34:13

just what had happened over the intervening years.

0:34:130:34:16

The driver who brought it was lucky to have noticed the problems

0:34:160:34:20

whilst driving but Trading Standards traced the worn tyre back

0:34:200:34:24

to the garage that sold it and successfully prosecuted the owner.

0:34:240:34:29

The outcome of the court case

0:34:290:34:31

was that the person we charged was convicted of the offences.

0:34:310:34:36

He was fined £3,000 for the supply of a dangerous tyre,

0:34:360:34:40

he was fined £500 for the misleading omission,

0:34:400:34:44

with regards to it being a new tyre,

0:34:440:34:47

and he was also fined £500

0:34:470:34:49

for not marking the tyre wall part worn, as he should have done.

0:34:490:34:54

With the court costs that were charged to him

0:34:540:34:56

and the compensation, the total bill to him was £7,000.

0:34:560:35:02

So what do you need to know about checking out a part worn tyre?

0:35:040:35:09

Well, a good place to start is to ask a man with 20 years experience in testing them.

0:35:100:35:14

Department for Transport statistics show

0:35:140:35:17

that over 1,100 accidents in 2011 were related to tyre-related issues.

0:35:170:35:23

Tyres are an important safety concern that people should be aware of.

0:35:230:35:27

That's over 20 accidents per week relating to tyres.

0:35:270:35:30

One recent survey looked at 50 part worn tyres

0:35:310:35:34

and found an amazing one third had serious safety concerns.

0:35:340:35:38

Steve has a collection of some that demonstrate some common faults.

0:35:380:35:42

You might think when you buy these tyres that they look pretty good.

0:35:420:35:45

In fact, this one here has got plenty of tread depth

0:35:450:35:48

but if we actually look at the age of the tyre,

0:35:480:35:50

we have a code here that explains the age of the tyre.

0:35:500:35:53

This tyre is actually 18 years old.

0:35:530:35:56

And some tyres need an experienced eye to spot their problems.

0:35:560:36:00

So here again we have a tyre that doesn't look too bad at first glance.

0:36:000:36:03

Plenty of tread depth.

0:36:030:36:04

But when we look inside the tyre, we can see it has had a puncture repair.

0:36:040:36:10

Which you can see on the inside of the tyre, there.

0:36:100:36:13

And when we look at the outside,

0:36:130:36:15

where that puncture's been carried out,

0:36:150:36:17

we can see there's still quite a serious hole there.

0:36:170:36:20

When a puncture repair is done,

0:36:200:36:21

there are British standards that people should adhere to

0:36:210:36:24

when they repair these tyres and this hasn't been done.

0:36:240:36:27

This hole here means that moisture can get into the tyre,

0:36:270:36:29

it can rust the cords of the tyre, which are made of steel,

0:36:290:36:32

and cause a serious problem when the car is out on the road.

0:36:320:36:35

So in this case we see there's a significant bulge in the side wall.

0:36:350:36:38

This means the tyre has taken a severe impact,

0:36:380:36:41

it's broken some of the cords in the tyre,

0:36:410:36:44

which give the structural integrity to the tyre.

0:36:440:36:47

So the tyre is weak in this area.

0:36:470:36:50

Part worn tyres are a real safety concern

0:36:500:36:52

and people must be aware of the precautions they must take before buying these tyres.

0:36:520:36:56

So if you are thinking of buying part worn tyres, remember what the experts say.

0:36:560:37:00

If a consumer has brought a part worn tyre

0:37:000:37:03

and are worried about the safety of that tyre,

0:37:030:37:05

they should really go back to the dealer where they bought the tyres

0:37:050:37:08

and he should be able to explain that the tyre's been inspected.

0:37:080:37:11

If they're not clear that the tyre is safe,

0:37:110:37:13

they can always contact Trading Standards for further information.

0:37:130:37:17

I'm back up north in St Helens to see the Locks.

0:37:210:37:24

It's been a long old wait but there is a sight I want to see for myself,

0:37:240:37:27

it's the sight of progress being made on that driveway.

0:37:270:37:31

Hi, Val. Hi, Alan. How are you doing, guys? All right?

0:37:310:37:35

'It looks like a building site around here,

0:37:350:37:38

'and I mean that in a good way.'

0:37:380:37:40

I tell you what, it might be an eyesore

0:37:400:37:43

-but at least things are happening, hey?

-I know. Thank goodness.

0:37:430:37:46

-It has got to be a big relief for you, hasn't it?

-Definitely.

0:37:460:37:50

I tell you what, I want to find out everything that's been going on but it's taters in the mould here.

0:37:500:37:55

I know I'm from down south but shall we go inside and have a cup of tea?

0:37:550:37:59

-Definitely.

-Well volunteered, Alan.

0:37:590:38:01

It's lovely to see you smile again because last time we met,

0:38:040:38:07

you looked like you had a lot of problems

0:38:070:38:09

which were worrying you a lot, you did say that.

0:38:090:38:12

But of course, things are on the up now.

0:38:120:38:14

You had 18 months of misery, haven't you? Just remind me of everything.

0:38:140:38:18

Well, it was just a nightmare. It wasn't going anywhere.

0:38:180:38:22

One of the frightening parts was the collapse at the back,

0:38:220:38:26

-where one of Alan's friends fell into it.

-Yeah, big hole.

0:38:260:38:30

And that was really frightening.

0:38:300:38:33

And they came and said they were going to get that sorted.

0:38:330:38:36

And we're going down the right lines now.

0:38:360:38:39

'There's no doubt that things have started moving a lot

0:38:390:38:41

'quicker in the last few weeks.'

0:38:410:38:44

United Utilities said this remedial work would have happened

0:38:440:38:47

regardless of my involvement,

0:38:470:38:49

but it's clear Alan and Val are happy to see progress.

0:38:490:38:53

That's all you wanted for the last 18 months.

0:38:530:38:56

I think what happened is great.

0:38:560:38:57

They've pulled everything out, all the stops.

0:38:570:39:00

I had an e-mail quite recently, as well, which said that the holes

0:39:000:39:02

they are digging are going to be 6.2 metres deep.

0:39:020:39:05

We are talking about 20 odd feet.

0:39:050:39:08

That's massive.

0:39:080:39:10

It's double the depth of most swimming pools, you know.

0:39:100:39:13

But you know, it shows now that they are not coming round and just patching things up.

0:39:130:39:17

The work going on is so extensive that the couple have moved out.

0:39:180:39:22

United Utilities are paying the cost for a hotel for them,

0:39:220:39:25

although they're actually staying at their daughter's.

0:39:250:39:28

I asked them to come stay with me because I could look after them

0:39:280:39:31

and my mum was in a really depressed state.

0:39:310:39:34

I didn't want them to move into a hotel,

0:39:340:39:36

I didn't want them to be isolated.

0:39:360:39:38

I wanted to look after her and she's been here with us.

0:39:380:39:41

The children have had to move into the same room, which is no hardship.

0:39:410:39:44

They're fine doing that. Mum and Dad are in Nathan's bedroom

0:39:440:39:48

and we have all just been muddling along together.

0:39:480:39:51

But there's no place like home, as the saying goes,

0:39:510:39:54

and at least there's signs of progress there.

0:39:540:39:57

So that's a big bonus.

0:39:580:40:00

The fact the work is being done

0:40:000:40:02

and we know they've thrown everything at this.

0:40:020:40:05

You've got workmen out there seven days a week, haven't you?

0:40:050:40:08

Yeah, they're really trying now.

0:40:080:40:10

These lads are doing their best. You can't fault them.

0:40:100:40:12

To be fair to United Utilities,

0:40:120:40:15

this has clearly been a very tricky problem to sort.

0:40:150:40:18

They tell us there were a number of unmapped private drains

0:40:180:40:21

and that the Locks' road used to be a mining area.

0:40:210:40:25

They say the complexity of the work means it has required

0:40:250:40:28

a lot of planning but the main thing now

0:40:280:40:30

is there is light at the end of the tunnel for Alan and Val.

0:40:300:40:35

It's nice to know that what has been said, it's been taken forward.

0:40:350:40:41

-Perfect. Just what you wanted.

-Absolutely great.

0:40:410:40:44

-Huge relief?

-Huge relief, yes!

0:40:440:40:46

'And it seems to me that for Val there's now been a change of heart.'

0:40:460:40:50

I didn't even want to come into this house but now,

0:40:500:40:53

I'm coming back in it without going, "This is a nightmare".

0:40:530:40:57

-You know?

-Yeah. Are you looking forward to getting back in?

0:40:570:41:00

I'm looking forward to coming back now.

0:41:000:41:02

You've had a lot of weight on your shoulders the last 18 months.

0:41:020:41:04

We contacted United Utilities and they gave us a statement which,

0:41:040:41:08

amongst other things, said:

0:41:080:41:10

They say, it was always our intention to find out if our pipes were responsible

0:41:180:41:22

and after launching a thorough excavated investigation,

0:41:220:41:26

one of the two United Utilities sewers under the drive

0:41:260:41:30

was found to be faulty so both will be replaced.

0:41:300:41:33

They also say:

0:41:330:41:35

Once finished, they say they will return the Locks' drive,

0:41:430:41:46

carport, garage and garden to good as new condition and that:

0:41:460:41:52

And that's something all the family is really looking forward to.

0:42:030:42:07

The fact my parents will get their home back means the world to them

0:42:080:42:12

because as much as they have been OK with us,

0:42:120:42:15

you know, they've been staying with us,

0:42:150:42:17

it's not like having your own place

0:42:170:42:19

and getting their own lives back

0:42:190:42:21

and they want to just put the whole situation behind them

0:42:210:42:24

and get on with their lives.

0:42:240:42:26

I tell you what, it's all looking good now, isn't it? All on the up.

0:42:260:42:29

So obviously, another months and you'll be back in here.

0:42:290:42:33

Fingers crossed.

0:42:330:42:34

-Alan, good to see you again.

-Thank you.

-And you as well.

0:42:340:42:38

-Thank you very much.

-Right. Who's going to show me out?

0:42:380:42:40

Valerie and Alan were planning on spending their golden years in that house and sadly,

0:42:440:42:49

because of what's been going on, they fell out of love with it.

0:42:490:42:51

I'm glad to say that now is a thing of the past.

0:42:510:42:54

They've got their home back.

0:42:540:42:56

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