0:00:02 > 0:00:04'My name is Dominic Littlewood,
0:00:04 > 0:00:07'and I'm passionate about taking on your consumer battles.
0:00:07 > 0:00:10'In fact, taking companies to task has become my goal in life.'
0:00:10 > 0:00:12Could you let her know that I tried to call?
0:00:12 > 0:00:15Cos she's probably quite keen to speak to me, actually.
0:00:15 > 0:00:18'Big or small, no company is excused from my quest to ensure that
0:00:18 > 0:00:20'you get what you're entitled to.'
0:00:20 > 0:00:23I'm getting the impression you don't want to actually answer
0:00:23 > 0:00:25any questions now, is that correct?
0:00:25 > 0:00:27'Whether you've not got what you paid for...'
0:00:27 > 0:00:32It judders, hesitates, as you're changing from first to second gear.
0:00:32 > 0:00:34'Or getting to the bottom of what to do
0:00:34 > 0:00:37'if it turns out a product isn't right for you.'
0:00:37 > 0:00:39The whole experience is rather off-putting
0:00:39 > 0:00:42and, to my way of thinking, not any use at all.
0:00:42 > 0:00:46'Whatever the issues, I'm here to help.'
0:00:47 > 0:00:51'Today, home is meant to be our safe haven, but I help a couple
0:00:51 > 0:00:52'whose property dreams have
0:00:52 > 0:00:54'turned into a living nightmare.'
0:00:55 > 0:00:57This is our first house together.
0:00:57 > 0:01:00We don't want this. Do we?
0:01:00 > 0:01:01No, we don't.
0:01:01 > 0:01:04Nobody would want this. Nobody would want this.
0:01:04 > 0:01:07Also, what you can do when you're let down by the very company
0:01:07 > 0:01:10you're paying to protect you.
0:01:10 > 0:01:13I was just looking for something that was no hassle.
0:01:13 > 0:01:16Not overly expensive and, if the worst were to happen,
0:01:16 > 0:01:18it would get sorted out pretty quickly.
0:01:18 > 0:01:21And I give you the lowdown on what some of those tricky
0:01:21 > 0:01:23Ts&Cs actually mean.
0:01:23 > 0:01:27I think that "reasonable" could be reasonable to one person
0:01:27 > 0:01:29and completely unreasonable to another person.
0:01:29 > 0:01:32I'm taking on your consumer problems to make
0:01:32 > 0:01:34sure you don't get done.
0:01:38 > 0:01:41After years of waiting, you finally find your dream home
0:01:41 > 0:01:44and you're looking forward to many happy times there.
0:01:44 > 0:01:48But what happens when those dreams get washed down the drain?
0:01:50 > 0:01:54Lisa Murch and her fiance Kenny Thompson from Essex know
0:01:54 > 0:01:56exactly what this is like after repeated
0:01:56 > 0:02:00flooding of their home from a sewage drain.
0:02:00 > 0:02:03It was like something in your worst nightmare.
0:02:03 > 0:02:07The place was covered in faeces and dirty water.
0:02:07 > 0:02:09Urine...
0:02:09 > 0:02:10Unimaginable. Horrible.
0:02:10 > 0:02:13But when they complained to their water company,
0:02:13 > 0:02:15they didn't get the help they hoped for.
0:02:15 > 0:02:17There was nothing we could do.
0:02:17 > 0:02:21All we could do was watch water and sewage coming into your house.
0:02:21 > 0:02:26This definitely isn't the home sweet home that Lisa and Kenny
0:02:26 > 0:02:29thought they'd bought when they moved in nearly two years ago.
0:02:31 > 0:02:33We knew we wanted to buy a nice house together.
0:02:33 > 0:02:36We had an idea of what sort of house we wanted.
0:02:36 > 0:02:40Nice house, nice garden, two or three bedrooms,
0:02:40 > 0:02:44just something that we can live in and enjoy living in.
0:02:44 > 0:02:48After months and months of looking, they finally found what
0:02:48 > 0:02:50they thought was their perfect home in Laindon, Essex.
0:02:50 > 0:02:52It was exciting to find this house.
0:02:52 > 0:02:55Luckily, me and Kenny have got the same vision
0:02:55 > 0:02:58and we wanted the same things out of the house.
0:02:58 > 0:03:01It's got a nice big driveway, we can have a double garage.
0:03:01 > 0:03:04We've got a lovely garden, can have people round.
0:03:04 > 0:03:06We can have friends round, we can entertain, which neither of us
0:03:06 > 0:03:08had been able to do before.
0:03:08 > 0:03:11That's what we wanted out of our house, didn't we? Yeah.
0:03:11 > 0:03:13We fell in love with this place.
0:03:13 > 0:03:15We absolutely fell in love with it.
0:03:15 > 0:03:17And, here we are.
0:03:17 > 0:03:19- Here we are.- Here we are.
0:03:20 > 0:03:23Lisa and Kenny moved in in April 2012,
0:03:23 > 0:03:25but just a few months later,
0:03:25 > 0:03:28they were woken in the early hours by heavy rain.
0:03:28 > 0:03:30I came down into the kitchen.
0:03:30 > 0:03:32I looked out the window,
0:03:32 > 0:03:34saw there was lots of water on the patio. So I came in here.
0:03:34 > 0:03:37Stupidly, I opened up the back door, to find that there was lots
0:03:37 > 0:03:39of water out in the garden.
0:03:44 > 0:03:46It was all coming in over the step.
0:03:46 > 0:03:50Lots of water and sewage water all gushing through in here.
0:03:50 > 0:03:52It was all coming up the side of the fridge and the freezer
0:03:52 > 0:03:54and the washing machine.
0:03:54 > 0:03:57We had lots of towels down in the kitchen, but the water still got in.
0:03:57 > 0:04:00We had raw sewage flooding through here, as well.
0:04:01 > 0:04:03When they took a look in the garden,
0:04:03 > 0:04:06it was clear where the waste was coming from.
0:04:06 > 0:04:11We came out into this area, which was totally covered in faeces.
0:04:11 > 0:04:14Tissues, just...
0:04:14 > 0:04:18unimaginable.
0:04:18 > 0:04:20Everywhere. All over the patio.
0:04:20 > 0:04:25And it was all coming from this sink waste gully.
0:04:26 > 0:04:31The couple spared no time trying to get the problem sorted.
0:04:31 > 0:04:33Our first phone call was to Anglian Water,
0:04:33 > 0:04:35which, you know, we pay our money to them
0:04:35 > 0:04:38and they are the people who should come and help us.
0:04:38 > 0:04:42We called them and they said we were in a waiting list,
0:04:42 > 0:04:46that they would have somebody with us as soon as possible.
0:04:47 > 0:04:51In the meantime, raw sewage was flowing straight through our house.
0:04:51 > 0:04:53Someone did come out later in the day that day,
0:04:53 > 0:04:56but by the time they had come out, all the water had subsided
0:04:56 > 0:04:58and there was nothing for them to see.
0:04:58 > 0:05:03They gave us a report number and they went away and that was it.
0:05:03 > 0:05:06We didn't hear any more from them.
0:05:06 > 0:05:08They decided not to claim on their insurance
0:05:08 > 0:05:10and clear the mess up themselves,
0:05:10 > 0:05:14as they didn't want their insurance premiums to be affected.
0:05:15 > 0:05:18But this wasn't a one-off and, in November,
0:05:18 > 0:05:20exactly the same thing happened again.
0:05:20 > 0:05:23Anglian Water came out and flushed the drains,
0:05:23 > 0:05:26thinking that the floods were due to blockages in the pipes
0:05:26 > 0:05:29caused by deposits of fats, oils and grease.
0:05:31 > 0:05:34But, a few weeks later came flood number three.
0:05:36 > 0:05:39I got up on Christmas morning, went and had a cup of tea
0:05:39 > 0:05:40and called Kenny again and said,
0:05:40 > 0:05:43"We're flooding again. Happy Christmas."
0:05:43 > 0:05:45So, instead of opening presents,
0:05:45 > 0:05:49we were sifting out all the sewage again on Christmas morning.
0:05:49 > 0:05:54- So, that put all our Christmas Day plans back, didn't it?- Certainly did.
0:05:54 > 0:05:57Anglian Water came out and, yet again, they flushed the pipes.
0:05:57 > 0:06:02And, for seven months, Lisa and Kenny had a flood-free existence.
0:06:02 > 0:06:05The August flood, that was our last flooding we had.
0:06:05 > 0:06:07It was probably the worst flooding we had,
0:06:07 > 0:06:09cos it was terrible weather.
0:06:09 > 0:06:11It was coming in through our patio door.
0:06:11 > 0:06:13We had just literally had our oak wood floor
0:06:13 > 0:06:15all finished and varnished.
0:06:15 > 0:06:17That was underwater.
0:06:17 > 0:06:20The bottom of our kitchen cupboards were ruined that time.
0:06:20 > 0:06:22It all came into the extension.
0:06:22 > 0:06:25It was quite deep, it was over my ankles.
0:06:25 > 0:06:28We had to put a claim in on our home insurance,
0:06:28 > 0:06:31because it was quite a lot of damage, mainly to the floor.
0:06:31 > 0:06:35For the first time, Lisa and Kenny claimed on their insurance.
0:06:35 > 0:06:37They had to pay their £100 excess,
0:06:37 > 0:06:40but the cost of the flooding didn't end there.
0:06:40 > 0:06:42I have spoken to the home insurance company,
0:06:42 > 0:06:45and they said that if we don't get the problem with the drains
0:06:45 > 0:06:48solved, they won't be able to insure us again, because they don't
0:06:48 > 0:06:52cover flooding on houses and we would have to go to a specialist company.
0:06:52 > 0:06:53I phoned up the specialist company
0:06:53 > 0:06:58and it's looking like our renewal will probably go up by nearly double,
0:06:58 > 0:07:02maybe triple what we had to pay last time, because of the flooding.
0:07:04 > 0:07:06It's not only an unacceptable situation,
0:07:06 > 0:07:10but it's now turning into a costly one, too.
0:07:10 > 0:07:14Anglian Water have refunded the couple's annual sewerage
0:07:14 > 0:07:18charges after the floods in 2012 and 2013.
0:07:18 > 0:07:23This totalled a refund of £397.36.
0:07:23 > 0:07:26But the couple still aren't happy.
0:07:26 > 0:07:29We don't want Anglian Water to keep paying us money.
0:07:29 > 0:07:33After two floods, they've sent us a cheque in the post
0:07:33 > 0:07:36for £100 here and £100 there.
0:07:36 > 0:07:38I've told them on many occasions, we don't want compensation
0:07:38 > 0:07:41and we don't want money.
0:07:42 > 0:07:46What we want is for someone to come out and fix the problem.
0:07:46 > 0:07:50We want them to fix the drains and stop us from being flooded again.
0:07:51 > 0:07:57I just cannot explain how angry, how frustrated, you know...
0:07:57 > 0:08:01Of course, you want to blame everybody,
0:08:01 > 0:08:02but it was, like...
0:08:03 > 0:08:06Anglian Water, why are you letting this happen to us?
0:08:08 > 0:08:10Lisa and Kenny feel under constant threat and,
0:08:10 > 0:08:12with the Great British weather what it is,
0:08:12 > 0:08:15they're worried these sewers are going to flood again soon.
0:08:15 > 0:08:18So I need to be getting my finger out on this one.
0:08:18 > 0:08:23Anglian Water supplies water and environmental services to more than
0:08:23 > 0:08:27six million domestic and business customers in the East of England.
0:08:27 > 0:08:31They are the largest water and water recycling company
0:08:31 > 0:08:33by geographic area and they have
0:08:33 > 0:08:38over 112,000 kilometres of water and sewage pipes.
0:08:38 > 0:08:40And, with over 4,000 people working for them,
0:08:40 > 0:08:43I'm hoping someone will help us.
0:08:43 > 0:08:46'My team have made contact with Anglian Water and we've sent them
0:08:46 > 0:08:48'a list of questions.
0:08:48 > 0:08:51'Hopefully, we'll hear back from them soon.'
0:08:56 > 0:09:01In 2012, there were two million mobile phone thefts.
0:09:01 > 0:09:03That's one every 24 seconds.
0:09:03 > 0:09:05I was very good at maths at school.
0:09:05 > 0:09:09But, you'd think, with that many thefts, insurance companies would be
0:09:09 > 0:09:13well versed on how to deal with a claim quickly and efficiently.
0:09:13 > 0:09:16But one victim's insurance company's tone left him
0:09:16 > 0:09:19feeling a little bit more than disconnected.
0:09:19 > 0:09:21PHONES RING
0:09:22 > 0:09:27Back in autumn 2012, Zeke Iddon, a writer and online reviewer,
0:09:27 > 0:09:31treated himself to a brand spanking new smartphone.
0:09:32 > 0:09:35The phone I got was an iPhone 4.
0:09:36 > 0:09:40I'm self-employed, so having a phone is really important to me.
0:09:40 > 0:09:41And I use it all the time.
0:09:42 > 0:09:45Using his phone for both business and pleasure,
0:09:45 > 0:09:47Zeke did what millions of us do
0:09:47 > 0:09:51and started looking into protection for these expensive bits of kit.
0:09:51 > 0:09:53When it came to insurance,
0:09:53 > 0:09:56I was just looking for something that was no hassle,
0:09:56 > 0:09:59not overly expensive and, if the worst were to happen, it would get
0:09:59 > 0:10:04sorted out pretty quickly and I'd get my phone back without any hassle.
0:10:04 > 0:10:0712 million mobile phone users
0:10:07 > 0:10:09in the UK choose, like Zeke,
0:10:09 > 0:10:12to take out insurance on their phone.
0:10:12 > 0:10:17So it's no wonder it's a market worth £620 million.
0:10:18 > 0:10:22The massive growth in the industry is partly due to smartphones
0:10:22 > 0:10:25and just how much they cost to replace.
0:10:27 > 0:10:29With that in mind, one company seemed to promise Zeke
0:10:29 > 0:10:32exactly what he was looking for.
0:10:32 > 0:10:34I first encountered Protect Your Bubble,
0:10:34 > 0:10:36I think it was through TV adverts.
0:10:36 > 0:10:39They were really ramping up at the time.
0:10:39 > 0:10:40'When Squeak ruined his laptop,
0:10:40 > 0:10:43'he didn't have to splash out for a new one.
0:10:43 > 0:10:45'Thanks to protectyourbubble.com, when Squeak lost his iPod,
0:10:45 > 0:10:47'he wasn't downbeat for long.'
0:10:47 > 0:10:48They caught me in a sweet spot,
0:10:48 > 0:10:51because I was looking for insurance, they were there.
0:10:51 > 0:10:54Everything seemed nice and cosy, so I just went with those guys.
0:10:55 > 0:10:59Protect Your Bubble is an insurance company that prides
0:10:59 > 0:11:03itself on making insurance simple to understand and to buy.
0:11:03 > 0:11:05Launched in 2008, they have
0:11:05 > 0:11:09over three quarters of a million customers in the UK and abroad.
0:11:09 > 0:11:12They specialise on insurance for gadgets,
0:11:12 > 0:11:14just like Zeke's smartphone.
0:11:14 > 0:11:17Actually getting the cover through Protect Your Bubble
0:11:17 > 0:11:18was very, very simple -
0:11:18 > 0:11:21I think I did it in a two minute phone call -
0:11:21 > 0:11:23they were very courteous and professional on the phone.
0:11:23 > 0:11:25I was satisfied at that point.
0:11:25 > 0:11:28But Zeke's bubble was about to burst.
0:11:29 > 0:11:33About six months after taking out the insurance cover
0:11:33 > 0:11:35I was at a concert in London.
0:11:35 > 0:11:37I went to take a photo of the band,
0:11:37 > 0:11:40put my hand into my pocket and, to my horror, it was not there.
0:11:40 > 0:11:43Zeke's mobile had been pickpocketed from him
0:11:43 > 0:11:45and he wasn't the only one.
0:11:45 > 0:11:50Ten other people at the concert that night had also lost their phones.
0:11:50 > 0:11:53The very next morning, I got straight on the phone to the police
0:11:53 > 0:11:55and registered the crime.
0:11:55 > 0:11:58I also spoke to my service provider and got the phone blocked.
0:11:58 > 0:12:01And then, of course, spoke to Protect Your Bubble.
0:12:01 > 0:12:04Firstly, I was on hold for a good half an hour.
0:12:04 > 0:12:07And then, Protect Your Bubble said that it was a loss
0:12:07 > 0:12:11and not a theft, because it hadn't been forcibly taken from me.
0:12:11 > 0:12:13'When Squeak had his iPhone stolen,
0:12:13 > 0:12:16'he knew it could be replaced within 48 hours.'
0:12:17 > 0:12:20Although Zeke had been pickpocketed just like Squeak,
0:12:20 > 0:12:24Protect Your Bubble told him that, under their terms and conditions,
0:12:24 > 0:12:29he would have to claim for a loss and fork out a £75 excess charge -
0:12:29 > 0:12:33£25 more than if it had been classed as theft.
0:12:33 > 0:12:35After they told me that it was a loss
0:12:35 > 0:12:38and therefore would have a higher excess payment, I just went with it.
0:12:38 > 0:12:41I really needed the phone back there and then, so I accepted it
0:12:41 > 0:12:44and they sent through the loss form,
0:12:44 > 0:12:45which I filled out and sent back.
0:12:45 > 0:12:48And that's when the waiting game began.
0:12:48 > 0:12:50PHONES RING
0:12:50 > 0:12:53Despite having sent back the claim form
0:12:53 > 0:12:55and the crime reference number,
0:12:55 > 0:12:57Zeke heard nothing for a week.
0:12:57 > 0:13:01So I did what anyone would do and I tried to call them.
0:13:01 > 0:13:06And he did just that, on an old spare low-tech phone.
0:13:06 > 0:13:09I quickly realised that there was no way to contact Protect Your Bubble
0:13:09 > 0:13:13without going through a premium rate number, which is infuriating,
0:13:13 > 0:13:17given that I was the one having to chase them in the first place.
0:13:17 > 0:13:19But Zeke eventually got through.
0:13:19 > 0:13:21At the end of that call, they told me
0:13:21 > 0:13:23that I needed to wait for a three-way call,
0:13:23 > 0:13:26that they would conduct between myself and the service provider
0:13:26 > 0:13:30to find out from the service provider whether I'd blocked the phone.
0:13:30 > 0:13:35They didn't give me any idea of when this three-way call would happen,
0:13:35 > 0:13:37so I hung up and patiently waited.
0:13:37 > 0:13:40Maybe Protect Your Bubble are just being thorough.
0:13:40 > 0:13:43You know, crossing their T's and dotting the I's.
0:13:43 > 0:13:47Then I got an e-mail which confused and angered me.
0:13:47 > 0:13:51They said that they were waiting for a crime reference number
0:13:51 > 0:13:52on the loss claim.
0:13:52 > 0:13:54Right, now things were getting strange.
0:13:54 > 0:13:57Number one - why do Protect Your Bubble
0:13:57 > 0:14:01need a three-way call to confirm he's blocked his own phone?
0:14:01 > 0:14:04Number two - Zeke had already sent a crime reference number.
0:14:04 > 0:14:08And number three - why would the insurers need it when they had
0:14:08 > 0:14:13considered his phone going walkies a "loss" and not a theft?
0:14:13 > 0:14:15At this point, I am getting really furious at the company.
0:14:15 > 0:14:18Weeks have passed, I have to chase them to move
0:14:18 > 0:14:22the process along every step of the way and I'm at the end of my tether.
0:14:22 > 0:14:25Three weeks had passed since the original "loss" of his phone
0:14:25 > 0:14:28and Zeke's still smartphone-less.
0:14:28 > 0:14:30So, not quite the 48 hours
0:14:30 > 0:14:32they suggested an advert.
0:14:32 > 0:14:36Zeke wrote to the company, telling them of his intentions
0:14:36 > 0:14:37if they didn't call him back.
0:14:37 > 0:14:40There is one particular website that I write regularly for
0:14:40 > 0:14:43and I decided to use my standing there to write about
0:14:43 > 0:14:47Protect Your Bubble and chronicle the journey I'd had with them.
0:14:47 > 0:14:50And, guess what? They never called him back,
0:14:50 > 0:14:52so Zeke got writing on his blog.
0:14:52 > 0:14:55As soon as it went up, I was getting e-mails
0:14:55 > 0:14:59and comments from people who had exactly the same story as me.
0:14:59 > 0:15:02Protect Your Bubble immediately e-mailed Zeke and then
0:15:02 > 0:15:06a manager contacted him, saying they would personally handle his claim.
0:15:06 > 0:15:09A few days later, the post came.
0:15:09 > 0:15:10When they finally sent me a phone,
0:15:10 > 0:15:14it was a replacement iPhone 4, refurbished, but it was fine.
0:15:14 > 0:15:15I didn't care at that point.
0:15:15 > 0:15:17I got it out of the box
0:15:17 > 0:15:19and I was thrilled that that nightmare was finally over.
0:15:19 > 0:15:21And it didn't work.
0:15:22 > 0:15:24I was back to square one.
0:15:24 > 0:15:27I sent the phone back, I didn't have a phone and they were taking
0:15:27 > 0:15:31a long time to rearrange a replacement to the replacement.
0:15:31 > 0:15:33And, being at the end of my tether,
0:15:33 > 0:15:35I just e-mailed them and said,
0:15:35 > 0:15:37"Look, I'm going out to buy a phone out of my own pocket.
0:15:37 > 0:15:40"You guys can pay me back." And that's what I did.
0:15:40 > 0:15:44And, would you Adam and Eve it? Protect Your Bubble agreed.
0:15:44 > 0:15:47They refunded Zeke the full amount for the phone he bought.
0:15:47 > 0:15:51However, despite winning in the end, Zeke has been left less than happy.
0:15:52 > 0:15:55Overall, based on my experiences with Protect Your Bubble,
0:15:55 > 0:15:59quite frankly, I am disgusted at how badly they treat people.
0:15:59 > 0:16:02Not just myself, but the many customers I've spoken to.
0:16:02 > 0:16:03They don't want to know.
0:16:03 > 0:16:05They're very quick to take your money
0:16:05 > 0:16:09and not very keen to give it back when you do have a legitimate claim.
0:16:09 > 0:16:13'I wrote to Protect Your Bubble about Zeke's experiences in 2011
0:16:13 > 0:16:15'and they told me that...'
0:16:22 > 0:16:24They...
0:16:25 > 0:16:28But it seems Zeke may have effected a result
0:16:28 > 0:16:30for more than just him.
0:16:30 > 0:16:32They go on to say that, since his case...
0:16:43 > 0:16:45Good work, Protect Your Bubble,
0:16:45 > 0:16:47and very good work, Zeke.
0:16:47 > 0:16:50If I had to give advice to anyone in a similar sticking point
0:16:50 > 0:16:53with their insurer, I would recommend to keep records of absolutely
0:16:53 > 0:16:56every communication you have with them.
0:16:56 > 0:16:57Keep going, as well.
0:16:57 > 0:17:00Perseverance with a lot of these companies is a big thing.
0:17:00 > 0:17:04And, also, it is important to mention, make sure you're right.
0:17:04 > 0:17:07Spot-on, Zeke. That does tend to help.
0:17:07 > 0:17:10Many people just accept it when things don't go their way.
0:17:10 > 0:17:13It shows that if you really, really feel you've been wronged,
0:17:13 > 0:17:16it's worth a fight to put it right.
0:17:21 > 0:17:25Lisa and Kenny moved into their dream home only to find that
0:17:25 > 0:17:28every few months, they were being flooded by raw sewage.
0:17:28 > 0:17:32I took a video of when the water was coming into the extension
0:17:32 > 0:17:35and, you can see how deep it was there.
0:17:35 > 0:17:37That's just me wading through
0:17:37 > 0:17:39into the front of the house.
0:17:39 > 0:17:41The smell was absolutely awful.
0:17:41 > 0:17:44If you imagine just raw sewage.
0:17:44 > 0:17:48It was a damp smell, it was horrible.
0:17:48 > 0:17:50Just can't believe it happened, really.
0:17:50 > 0:17:52But not just once, it's happened four times.
0:17:54 > 0:17:57It's a murky situation that could happen to any one of us.
0:17:57 > 0:18:00But Lisa and Kenny knew exactly who to complain to -
0:18:00 > 0:18:01Anglian Water,
0:18:01 > 0:18:04their water and sewerage operator.
0:18:05 > 0:18:08Homeowners used to be responsible for their sewers
0:18:08 > 0:18:11and most people didn't even realise that until they had a problem
0:18:11 > 0:18:13and then they were presented with a costly bill.
0:18:13 > 0:18:17But in October 2011, that all changed
0:18:17 > 0:18:19and this is how it now works.
0:18:19 > 0:18:22Essentially, homeowners are responsible for the sewers
0:18:22 > 0:18:25up to the edge of the boundary of their property
0:18:25 > 0:18:29and beyond that, it's the water and sewage company's responsibility.
0:18:29 > 0:18:33So homeowners should be safe from any nasty surprises.
0:18:33 > 0:18:36Well, unless you're Lisa and Kenny, of course.
0:18:36 > 0:18:39It's a new house. It's our first house together.
0:18:39 > 0:18:42We're getting married, we don't want this.
0:18:42 > 0:18:44- Do we?- No, we don't want it.
0:18:44 > 0:18:46Nobody would want this. Nobody would want this.
0:18:47 > 0:18:51'It's just over a week since I contacted Anglian Water
0:18:51 > 0:18:53'and they've sprung into action.
0:18:53 > 0:18:56'They've sent a team out to Lisa and Kenny's home
0:18:56 > 0:18:57'to carry out an investigation
0:18:57 > 0:19:02'and it's not long before they're back in touch with an update.'
0:19:02 > 0:19:04They've said the couple's house is at a low point
0:19:04 > 0:19:07and when there's heavy rain, that's when they're seeing the flooding.
0:19:07 > 0:19:09Now, what they say they're going to do
0:19:09 > 0:19:12is bolt down a manhole cover and also fit an NRV,
0:19:12 > 0:19:17a non-return valve, and, hopefully, that will be the end of the problem.
0:19:17 > 0:19:19That sounds like great news.
0:19:19 > 0:19:22A non-return valve should stop water flowing back up the pipes
0:19:22 > 0:19:25and into Lisa and Kenny's garden and home.
0:19:25 > 0:19:27If it works, that could be my job done already.
0:19:27 > 0:19:31But Kenny has some concerns.
0:19:31 > 0:19:36My take on it is that it's a quick, cheap fix.
0:19:36 > 0:19:39They are not addressing the bigger issue.
0:19:39 > 0:19:40Hear, hear, Kenny.
0:19:40 > 0:19:43I want to know why the sewers are flooding in the first place.
0:19:43 > 0:19:47They've been cleaned out, so we know there aren't any blockages,
0:19:47 > 0:19:49but they are still overflowing.
0:19:49 > 0:19:51They may be fitting a non-return valve,
0:19:51 > 0:19:54which might stop the flooding at least from Kenny's,
0:19:54 > 0:19:56but will it surface somewhere else in the street?
0:19:56 > 0:20:00Or, in the neighbour's garden, perhaps?
0:20:00 > 0:20:02'And I've a few other questions for Anglian Water,
0:20:02 > 0:20:05'so I think it's time to get on the phone.'
0:20:05 > 0:20:07PHONE RINGS
0:20:07 > 0:20:09Can I speak to Emma, please?
0:20:09 > 0:20:12It's Dominic from Don't Get Done Get Dom.
0:20:12 > 0:20:15'I get through to a very helpful lady in the press office,
0:20:15 > 0:20:18'although it's not the same person I've been e-mailing.'
0:20:18 > 0:20:20We've already had some correspondence to-ing and fro-ing
0:20:20 > 0:20:23with you guys at Anglian Water about a couple living in
0:20:23 > 0:20:26Laindon in Essex who've had some problems.
0:20:26 > 0:20:28Is that something you would be familiar with,
0:20:28 > 0:20:29or is it Emma I need to speak to?
0:20:29 > 0:20:34'Emma's not in, but I am able to leave a list of questions for her.'
0:20:34 > 0:20:37Can you give us a reason why it took four floodings
0:20:37 > 0:20:39for something to actually take place?
0:20:39 > 0:20:42Why wasn't something done about it after the first flooding?
0:20:42 > 0:20:45'I'd also like to know who is actually responsible
0:20:45 > 0:20:48'for sorting out the damage that the couple were left with.'
0:20:48 > 0:20:51Are homeowners expected to use their own insurance company
0:20:51 > 0:20:53in a situation like this, or should they be able to
0:20:53 > 0:20:55contact Anglian Water, you guys investigate,
0:20:55 > 0:20:58sort everything out with as little inconvenience to the homeowners
0:20:58 > 0:21:00and inexpensive as possible?
0:21:00 > 0:21:02And, the reason I ask that is,
0:21:02 > 0:21:04because if it's down to the homeowners
0:21:04 > 0:21:07to use their own insurance company to rectify any
0:21:07 > 0:21:09damage that might have been done,
0:21:09 > 0:21:11where do homeowners stand as far as their excess being increased
0:21:11 > 0:21:16or insurance companies actually refusing to insure them in future?
0:21:16 > 0:21:19'That's something I want Anglian Water to think about,
0:21:19 > 0:21:21'so I give them a couple of days to get back to me.'
0:21:21 > 0:21:25OK, if you can tell Emma, I'll give her a call, Tuesday or Wednesday,
0:21:25 > 0:21:27and so if she can have those answers for me,
0:21:27 > 0:21:30that would be ever so helpful. Thanks very much. Bye-bye.
0:21:30 > 0:21:32Said I'll give her a ring next week,
0:21:32 > 0:21:34so hopefully she's had time to get me an answer.
0:21:34 > 0:21:37But, unfortunately, we have to make contact with
0:21:37 > 0:21:39Anglian Water the very next day.
0:21:39 > 0:21:41Kenny had his reservations about the NRV
0:21:41 > 0:21:45and if and where the sewage could possibly resurface.
0:21:45 > 0:21:47And it didn't take long to find out.
0:21:47 > 0:21:50Kenny and Lisa woke this morning to find yet more
0:21:50 > 0:21:52sewage in the garden.
0:21:54 > 0:21:58Hiya. We've been flooded again this morning at our property,
0:21:58 > 0:22:01for the fifth time
0:22:01 > 0:22:04in under two years.
0:22:04 > 0:22:07But we haven't been flooded with rainwater,
0:22:07 > 0:22:10we've been flooded with raw sewage.
0:22:10 > 0:22:13It's exactly what they hoped wouldn't happen.
0:22:13 > 0:22:15OK, thank you very much. Thank you. Bye-bye.
0:22:17 > 0:22:21Anglian Water are going to send out a team to investigate why
0:22:21 > 0:22:24the couple have flooded again.
0:22:24 > 0:22:27'And I've been doing some of my own research.'
0:22:27 > 0:22:30I want to find out for myself what Anglian Water could
0:22:30 > 0:22:33and, reportedly, should be doing about this situation.
0:22:33 > 0:22:36Fortunately, there's an organisation out there
0:22:36 > 0:22:39set up to help people in their hour of need,
0:22:39 > 0:22:42called the CCW, the Consumer Council for Water.
0:22:42 > 0:22:44'And, one of their managers,
0:22:44 > 0:22:47'Steve Grebby, has kindly agreed to meet with me.'
0:22:47 > 0:22:50Obviously, you know about Lisa and Kenny's issue.
0:22:50 > 0:22:51What do you think of that?
0:22:51 > 0:22:54Sewer flooding is a horrendous issue.
0:22:54 > 0:22:55For sewage to come back up a pipe
0:22:55 > 0:22:59and into somebody's living room is not what anybody wants.
0:22:59 > 0:23:01And it's one of the worst things that can happen to
0:23:01 > 0:23:03a water and sewerage customer.
0:23:03 > 0:23:06'I've explained to Steve that Anglian Water have fitted an NRV
0:23:06 > 0:23:08'and bolted down a manhole cover,
0:23:08 > 0:23:11'but I want to find out if the NRV
0:23:11 > 0:23:13'was the right piece of kit for the job.'
0:23:13 > 0:23:15Surely, if there's a water problem there
0:23:15 > 0:23:17and you put in one of these NRV valves,
0:23:17 > 0:23:19when it stops, at this section,
0:23:19 > 0:23:21you'll be OK, but at that section,
0:23:21 > 0:23:24if there's heavy rain, it's just going to fill up.
0:23:24 > 0:23:26It is going to fill up.
0:23:26 > 0:23:28And it can come out in other places.
0:23:28 > 0:23:31'And that's exactly what seems to have happened to Lisa and Kenny.'
0:23:31 > 0:23:34- Is it a final solution? - It's not a final solution.
0:23:34 > 0:23:35It won't solve the problem,
0:23:35 > 0:23:38because the problem is with the main sewer in some way, shape or form.
0:23:38 > 0:23:42Anglian Water need to investigate what the problem is with
0:23:42 > 0:23:46the sewer and to take actions beyond just fitting a valve
0:23:46 > 0:23:47and bolting down the cover.
0:23:47 > 0:23:49What else could Anglian Water be doing
0:23:49 > 0:23:50to try and alleviate this problem?
0:23:50 > 0:23:52They can also put sensors in the sewer.
0:23:52 > 0:23:55These sensors tell the water company when there's a problem with
0:23:55 > 0:23:58the sewer, when it's filling up, so they have the opportunity to
0:23:58 > 0:24:00then go out and resolve the problem
0:24:00 > 0:24:02before it affects customers' properties.
0:24:02 > 0:24:05So, ideally, Anglian Water need to put in sensors and,
0:24:05 > 0:24:07if those sensors go off, they should be there PDQ,
0:24:07 > 0:24:09Pretty damn quick, to try and sort them out.
0:24:09 > 0:24:12And, initially, they should be trying to sort out whatever
0:24:12 > 0:24:15the problems are further back down the line.
0:24:15 > 0:24:17- Absolutely.- Brilliant, just what I wanted to hear.
0:24:17 > 0:24:20- Steve, thanks ever so much for your time.- Very welcome.
0:24:20 > 0:24:23'Steve's cleared up a lot for me, but I'm starting to wonder just
0:24:23 > 0:24:27'how long flooding has been an issue in Lisa and Kenny's Street.'
0:24:27 > 0:24:31When the couple bought the house, it had no history of flooding,
0:24:31 > 0:24:34so they had no reason to think there would be any risk.
0:24:34 > 0:24:38But it would be interesting to know if any of their neighbours
0:24:38 > 0:24:41have ever experienced any problems with contents of the sewers
0:24:41 > 0:24:44finding its way into their homes or gardens.
0:24:44 > 0:24:46Hello.
0:24:46 > 0:24:50We've had a flooding issue next door. But it's sewage.
0:24:50 > 0:24:54Have you had any flooding problems?
0:24:54 > 0:24:56Lots of flooding problems?
0:24:56 > 0:24:57It turns out their neighbour
0:24:57 > 0:25:00has been the victim of flooding for over 40 years.
0:25:00 > 0:25:03Ah! That's a lot of problems.
0:25:04 > 0:25:06The residents have a theory that the flooding is
0:25:06 > 0:25:08caused by problems in the main pipe.
0:25:08 > 0:25:12And it's not the first time that Lisa and Kenny have heard
0:25:12 > 0:25:14there might be something going on down in the sewer.
0:25:14 > 0:25:17My neighbour's son has informed us that he
0:25:17 > 0:25:19actually witnessed, many years ago,
0:25:19 > 0:25:24a CCTV camera survey of the main drain
0:25:24 > 0:25:26and there's a big dip.
0:25:26 > 0:25:29He is convinced that, if it's got a dip in it, well,
0:25:29 > 0:25:30it ain't going to work properly.
0:25:30 > 0:25:34So, to cure the problem, once and for all,
0:25:34 > 0:25:37if they could just replace that section of drain.
0:25:37 > 0:25:39We do appreciate it would be huge expense,
0:25:39 > 0:25:42probably more than what our house is worth,
0:25:42 > 0:25:46but it would mean that we would never get flooded again.
0:25:46 > 0:25:48Interesting.
0:25:48 > 0:25:50The residents believe that the problem is with the pipes
0:25:50 > 0:25:54in King Edward Road, the main road leading to the couple's terrace.
0:25:54 > 0:25:57I need to find out if there is a problem with this pipe
0:25:57 > 0:25:59and if that's been causing the flooding.
0:25:59 > 0:26:03I also want to find out what Anglian Water is planning on doing,
0:26:03 > 0:26:08as the NRV hasn't stopped the sewage finding its way to the surface.
0:26:08 > 0:26:11Time to call Emma, the media relations manager at Anglian Water.
0:26:11 > 0:26:13'Press office, Emma speaking.'
0:26:13 > 0:26:16Emma, good afternoon. It's Dominic Littlewood at the BBC.
0:26:16 > 0:26:17'Hi, Dom. How are you?'
0:26:17 > 0:26:20Not bad, thanks, Emma. Looking forward to a long weekend.
0:26:20 > 0:26:22Pleasantries over, it's now time to get to work
0:26:22 > 0:26:24and see what Emma has to say.
0:26:24 > 0:26:26Thing is, it's not an occasional problem,
0:26:26 > 0:26:28though, Emma, it's a regular problem.
0:26:28 > 0:26:31So, the question is, really, what are Anglian going to do
0:26:31 > 0:26:32to stop it and eliminate it?
0:26:32 > 0:26:36I know you said you'd put in this NRV, this non-return valve.
0:26:36 > 0:26:38We've had a chat with the CCW
0:26:38 > 0:26:42and the CCW said to us that that's only a temporary solution.
0:26:42 > 0:26:45It's only part of a resolution.
0:26:45 > 0:26:48If there's a drainage problem there, it needs sorting out properly,
0:26:48 > 0:26:51not so that every time there's heavy rain,
0:26:51 > 0:26:53these guys are getting raw sewage coming out.
0:26:53 > 0:26:56This problem needs to be sorted out once and for all, really.
0:26:56 > 0:26:58It's been ongoing for a long, long time.
0:26:58 > 0:27:00'I've been looking at Miss Murch's inquiry.
0:27:00 > 0:27:04'We're only talking that these issues occur when there's heavy rain
0:27:04 > 0:27:06'and lots of surface water getting into the system.
0:27:06 > 0:27:09'And that's why we need to look at that.
0:27:09 > 0:27:10'So yes, the NRV's been put on,
0:27:10 > 0:27:15'we're looking at what else is impacting the customer in that area.
0:27:15 > 0:27:17'So we all are acutely aware
0:27:17 > 0:27:20'and want to resolve it for the customer as quickly as possible.
0:27:20 > 0:27:24'As I say, we're just trying to work through the problem
0:27:24 > 0:27:26'and rule out what it is that could be causing this.'
0:27:27 > 0:27:29'What about the residents' theory
0:27:29 > 0:27:32'that there is a dip in the main sewer pipe?'
0:27:32 > 0:27:35Are you aware of an issue,
0:27:35 > 0:27:37a problem, in King Edward Road,
0:27:37 > 0:27:39around the corner from them?
0:27:39 > 0:27:40'Not to my knowledge.'
0:27:40 > 0:27:45Apparently, there's some sort of dip/kink, bend, whatever -
0:27:45 > 0:27:47I don't know exactly what you'd call it -
0:27:47 > 0:27:50with the sewage system in that road
0:27:50 > 0:27:53and there's a lot of people round there now starting to believe
0:27:53 > 0:27:55this is where the problem is emanating from.
0:27:55 > 0:27:57'Emma tells me that they
0:27:57 > 0:28:01'have recently sent cameras down into the sewers in the area near to
0:28:01 > 0:28:05'Lisa and Kenny's home, but I want her to be more specific.'
0:28:05 > 0:28:09The CCTV investigation, Emma, have you done that in King Edward Road?
0:28:09 > 0:28:12'We've definitely done it down King Edward Road.'
0:28:12 > 0:28:14'I'd love to get my hands on that footage.'
0:28:14 > 0:28:18'That's actually something I've requested today, Dom, actually.'
0:28:18 > 0:28:21- Oh, brilliant.- 'You know, if we have got it captured,
0:28:21 > 0:28:24'then that's something we can provide.'
0:28:24 > 0:28:26'Great news. The neighbours think there is a dip,
0:28:26 > 0:28:28'it turns out there is footage.
0:28:28 > 0:28:31'I'd love to see it. It could be the answer to everything.'
0:28:31 > 0:28:35Thanks, Emma. I'll speak to you next week. Bye-bye.
0:28:35 > 0:28:38Got to say, that lady representing Anglian Water is very professional.
0:28:38 > 0:28:40She's listening to everything, she's got all the right answers
0:28:40 > 0:28:42and she did say they've actually had
0:28:42 > 0:28:45a look down the drains as recently as this week.
0:28:45 > 0:28:47So I've asked for a report and to see the footage.
0:28:47 > 0:28:50And she said, "OK, let's chat next week."
0:28:50 > 0:28:52Let's see how we get on.
0:28:57 > 0:29:00I'm the sort of person who would find a book like this
0:29:00 > 0:29:02a very interesting read.
0:29:02 > 0:29:05It's the A to Z of your consumer rights,
0:29:05 > 0:29:08including Ts&Cs, refunds and rejections.
0:29:08 > 0:29:10But how many of you would actually read it?
0:29:10 > 0:29:13The chances are, probably not many.
0:29:13 > 0:29:16But, trust me, knowing a few of your consumer rights
0:29:16 > 0:29:18can prove to be very valuable.
0:29:18 > 0:29:22I don't know a lot about my consumer rights, really.
0:29:22 > 0:29:23I don't know anything at all.
0:29:23 > 0:29:26I know that I have every right to complain.
0:29:26 > 0:29:29Which I do sometimes.
0:29:29 > 0:29:32I don't think that many people know about consumer rights.
0:29:32 > 0:29:35It's something you only find out about when you need to.
0:29:35 > 0:29:37Today, we're talking about time,
0:29:37 > 0:29:40because I get a lot of e-mails from people complaining that
0:29:40 > 0:29:43things they've bought take too long to arrive or take too long
0:29:43 > 0:29:45to fix when they go wrong.
0:29:45 > 0:29:49And many of you have no idea what you should expect.
0:29:49 > 0:29:53But don't worry, because I know just the person to give you the lowdown.
0:29:53 > 0:29:56Because there are laws in place as to what
0:29:56 > 0:29:58is a reasonable time frame for consumers
0:29:58 > 0:30:01to expect a product to be delivered.
0:30:01 > 0:30:04So, if you're taking time off work, it's very inconvenient.
0:30:04 > 0:30:06So generally, when you're buying an item,
0:30:06 > 0:30:09if the seller doesn't specify a time frame for delivery,
0:30:09 > 0:30:13then the generally accepted time frame is within 30 days.
0:30:13 > 0:30:1630 days? It's a long time to wait,
0:30:16 > 0:30:18so make sure you read the small print about
0:30:18 > 0:30:21when a company promises to deliver by.
0:30:21 > 0:30:23I do believe that the company,
0:30:23 > 0:30:25if they say it would be there in a certain amount of time,
0:30:25 > 0:30:28then it should be. Cos that's what you're expecting as a customer.
0:30:28 > 0:30:32But, as we know, as a customer, we don't always get what we want.
0:30:33 > 0:30:36I've had an e-mail from Steve in Reading.
0:30:36 > 0:30:39He ordered a brand spanking new TV,
0:30:39 > 0:30:41but was not given a delivery time.
0:30:41 > 0:30:44Four weeks down the line and he still hasn't got his telly.
0:30:44 > 0:30:47And Steve is not a happy chappie.
0:30:47 > 0:30:51So the responsibility sits with the retailer to specify what
0:30:51 > 0:30:54is a reasonable time frame for delivering that item to you.
0:30:54 > 0:30:56And, you know, most places these days will say
0:30:56 > 0:30:59it will be delivered by a certain date.
0:30:59 > 0:31:01And that's fine, because then you have a hard and fast date
0:31:01 > 0:31:05in the diary that you can expect it to be delivered by.
0:31:05 > 0:31:08So the law says it's a company's job to give you,
0:31:08 > 0:31:11the paying customer, a delivery deadline. Fair enough.
0:31:11 > 0:31:15But Steve is four weeks down the line and still no telly.
0:31:15 > 0:31:19If the seller contacts you to say there's a very legitimate
0:31:19 > 0:31:21reason why it can't be delivered in that time frame,
0:31:21 > 0:31:25then you may accept that, but what you might want to do is say,
0:31:25 > 0:31:28"It has to be delivered to me by this date,"
0:31:28 > 0:31:30at some point in the future. And, you know,
0:31:30 > 0:31:32"Time is of the essence. You need to hit that date."
0:31:32 > 0:31:36If it hasn't turned up by your deadline, then you can cancel
0:31:36 > 0:31:39the contract without any further recourse and expect a full refund.
0:31:41 > 0:31:44There you go. You can cancel a product or a service
0:31:44 > 0:31:47if a company have gone beyond the 30 day reasonable time frame
0:31:47 > 0:31:50and a company hasn't met your last deadline.
0:31:50 > 0:31:53It seems you guys know exactly how to complain.
0:31:53 > 0:31:57If a company took too long, I would ring them up,
0:31:57 > 0:32:00or I would e-mail them to ask what's happening
0:32:00 > 0:32:04and where do we stand and when can we expect delivery.
0:32:04 > 0:32:07If a company took too long delivering my product or a service,
0:32:07 > 0:32:10I'd probably just cancel the delivery and go elsewhere.
0:32:10 > 0:32:13Which is fine as long as you've written to the company
0:32:13 > 0:32:14and laid down the law,
0:32:14 > 0:32:18but the law can vary depending on what you're buying for delivery.
0:32:20 > 0:32:21Take Janet, for example.
0:32:21 > 0:32:23She's contacted me to say that her
0:32:23 > 0:32:27and her husband ordered some bespoke bedroom furniture seven weeks ago.
0:32:27 > 0:32:30Of course that's over the 30 day acceptable time frame.
0:32:32 > 0:32:35However, there is an exception to this rule.
0:32:35 > 0:32:37If you're buying something that has to be made,
0:32:37 > 0:32:39for example a custom-built kitchen,
0:32:39 > 0:32:43then the retailer is within their rights to say it'll
0:32:43 > 0:32:47be eight weeks for delivery because there's a longer lead time there.
0:32:47 > 0:32:48As long as you know that
0:32:48 > 0:32:52when placing the order, then that time frame is reasonable.
0:32:52 > 0:32:54The onus here is on the customer.
0:32:54 > 0:32:58Check exactly what a company is saying its bespoke furniture
0:32:58 > 0:33:00delivery deadline is.
0:33:00 > 0:33:02If you don't think that's reasonable,
0:33:02 > 0:33:05then shop around for another company.
0:33:05 > 0:33:08So understanding the law about reasonable time frame would
0:33:08 > 0:33:10definitely help you when it comes to reasoning with a company.
0:33:16 > 0:33:19Lisa Murch and Kenny Thompson have spent the last two years
0:33:19 > 0:33:23in constant fear that each time it rains their house could yet
0:33:23 > 0:33:25again be flooded by raw sewage.
0:33:29 > 0:33:31When the house was being flooded, I was just crying,
0:33:31 > 0:33:34I was in tears, wasn't I?
0:33:34 > 0:33:36It was...horrible, a really horrible experience.
0:33:38 > 0:33:39It's OK, love.
0:33:39 > 0:33:41We'll fix it.
0:33:41 > 0:33:44And the threat of flooding is only part of the stress
0:33:44 > 0:33:46the couple are under.
0:33:46 > 0:33:49Apart from being worried we'll get flooded again,
0:33:49 > 0:33:52we're also worried that we have to insure our property.
0:33:52 > 0:33:56And now we have to go to a specialist company,
0:33:56 > 0:33:58who deal with flooded houses
0:33:58 > 0:34:01and we know our premium is going to go up quite a lot,
0:34:01 > 0:34:07and we haven't got the money to spend out £1,000 for insurance.
0:34:08 > 0:34:11We've asked Anglian Water to provide us with a report of the findings
0:34:11 > 0:34:14from the investigation into the sewer,
0:34:14 > 0:34:17in the hope that a problem can be found and fixed once and for all.
0:34:17 > 0:34:20But there's another issue I'd like to address...
0:34:20 > 0:34:24Lisa and Kenny have been told they might face a higher insurance
0:34:24 > 0:34:27premium because of the flooding.
0:34:27 > 0:34:31They don't think the flooding is their fault. So where do they stand?
0:34:31 > 0:34:35And what if you're one of the thousands of people each year
0:34:35 > 0:34:36whose home is invaded by water?
0:34:36 > 0:34:40If you can prove that another party is responsible for damage
0:34:40 > 0:34:44to your home, you may be able to claim on their insurance
0:34:44 > 0:34:45or from them directly.
0:34:45 > 0:34:48But you may have to prove they were negligent -
0:34:48 > 0:34:50which can be the tricky part.
0:34:50 > 0:34:53If the problem that caused the flooding has been fixed
0:34:53 > 0:34:56and measures have been put in place to stop any flooding happening again
0:34:56 > 0:35:00in the future, then the insurers should take this into account.
0:35:00 > 0:35:03I don't believe the couple should need specialist flooding
0:35:03 > 0:35:06insurance if Anglian Water can fix this problem once and for all.
0:35:06 > 0:35:08I have made that point to them.
0:35:09 > 0:35:12And it's very clear what Lisa and Kenny think.
0:35:12 > 0:35:14It's not our fault, we shouldn't have to pay out that sort of money.
0:35:14 > 0:35:18That kind of money could go towards our wedding for next year
0:35:18 > 0:35:20that we're saving up for, home improvements.
0:35:20 > 0:35:24We're not made of money. We're working class people.
0:35:24 > 0:35:28Ever since I contacted them, Anglian Water have been working to try
0:35:28 > 0:35:31to give the couple the peace of mind they so desperately crave
0:35:31 > 0:35:35and there has been some further developments.
0:35:35 > 0:35:37The company has visited the couple's home
0:35:37 > 0:35:41and done further investigations which revealed an old illegal
0:35:41 > 0:35:45foul waste pipe which should not have been there.
0:35:45 > 0:35:48It's not clear whether that was causing the problem,
0:35:48 > 0:35:51but it has been blocked off just in case.
0:35:51 > 0:35:55And there's more good news, so it's time for me to take a trip to Essex.
0:35:57 > 0:36:01Lisa and Kenny have had these problems now for almost two years.
0:36:01 > 0:36:04Think about it, if that was you, it would be driving you round the bend.
0:36:04 > 0:36:06Excuse the pun of course!
0:36:06 > 0:36:07Today I've got some news for them
0:36:07 > 0:36:09that'll hopefully put a smile back on their face.
0:36:10 > 0:36:13I waste no time in asking the couple to show me where
0:36:13 > 0:36:15the sewage was coming from.
0:36:16 > 0:36:20Right, so this is the area where you witnessed most of the problems.
0:36:20 > 0:36:25- Yes, it was.- Raw sewage and...?- Raw sewage.- That's disgusting, isn't it?
0:36:25 > 0:36:28Yes. I can actually show you where it was coming into the house.
0:36:28 > 0:36:29Please do. Right, so I can see
0:36:29 > 0:36:33- there is an area there where some work's taken place.- Yeah.
0:36:33 > 0:36:36Is that because, it literally flooded higher than that level
0:36:36 > 0:36:40- there?- It was literally higher than our patio doors.- Strewth.
0:36:40 > 0:36:43'The first thing I want to address is the theory that there is
0:36:43 > 0:36:47'a dip in the main pipe that's been causing these problems.'
0:36:47 > 0:36:52Now, you heard from neighbours there is a dip in the pipe.
0:36:52 > 0:36:55We've asked Anglian and they've been very good with me.
0:36:55 > 0:36:58They've really addressed this and they really want to try
0:36:58 > 0:37:01- and alleviate this problem for good.- That's good.
0:37:01 > 0:37:04I ask them to inspect that and they confirmed to us
0:37:04 > 0:37:07they have inspected the whole road with a rod camera.
0:37:07 > 0:37:11They say there's nothing wrong with that pipe, there's
0:37:11 > 0:37:15no dips, no flaws, or anything else which you suspected there was.
0:37:15 > 0:37:19Anglian Water provided me with the footage both upstream
0:37:19 > 0:37:21and downstream. There didn't appear
0:37:21 > 0:37:23to be any dips or sags in the pipes.
0:37:23 > 0:37:27Although I am not an expert, it all looks pretty good.
0:37:29 > 0:37:32So, if it's not a dip in the pipe, what is causing the problem?
0:37:32 > 0:37:35All Lisa and Kenny want is to know this is going to be fixed for good
0:37:35 > 0:37:38and they never need to worry about flooding again.
0:37:38 > 0:37:42I've been given a statement for the couple from Anglian Water.
0:37:42 > 0:37:45"We are genuinely sorry that very heavy rain has been causing
0:37:45 > 0:37:48"flooding for Miss Murch and Mr Thompson.
0:37:48 > 0:37:50"We are particularly sorry that we wrongly diagnosed
0:37:50 > 0:37:52"the problem for so long.
0:37:52 > 0:37:54"This level of service falls well below the high standards
0:37:54 > 0:37:58"we set ourselves and we have been working hard to redress that
0:37:58 > 0:38:02"balance." Comments on that first paragraph?
0:38:02 > 0:38:05- Erm, sorry is good.- Yeah.
0:38:05 > 0:38:08But, yeah, they should have addressed it much earlier.
0:38:08 > 0:38:11Sorry is great and the fact they are now trying to redress it,
0:38:11 > 0:38:13that's all great to me.
0:38:13 > 0:38:15We know there is nothing wrong with the pipes from the footage
0:38:15 > 0:38:19they sent us, so what's causing the flooding?
0:38:19 > 0:38:22"A detailed inspection revealed the problem is caused by
0:38:22 > 0:38:25"flood water getting into the main sewer,
0:38:25 > 0:38:28"which Ms Murch and Mr Thompson's house connects to.
0:38:28 > 0:38:32"This prevents rainwater flowing freely into the main sewer."
0:38:32 > 0:38:37Since diagnosing the problem, Anglian have...
0:38:37 > 0:38:38capped a nearby overflow.
0:38:43 > 0:38:45Rectified the old, illegal pipe.
0:38:48 > 0:38:50But they have gone one step further.
0:38:50 > 0:38:53"We will be fitting a sensor so that we can respond quickly
0:38:53 > 0:38:55"if sewer levels rise.
0:38:55 > 0:39:00"This alarm will be monitored 24 hours a day, 7 days a week."
0:39:00 > 0:39:04And no day off for Christmas either. Right.
0:39:04 > 0:39:08If that sensor goes off, they should be here, quick as a flash.
0:39:08 > 0:39:10Not as a flush, as a flash, all right?
0:39:11 > 0:39:13'If the water level rises in the sewer then
0:39:13 > 0:39:17'Anglian Water will be alerted and will be able to remove any excess
0:39:17 > 0:39:21'water before it has a chance to find a way to the surface.
0:39:21 > 0:39:24'With all the extra measures that Anglian Water have put in place,
0:39:24 > 0:39:28'I think Lisa and Kenny's flooding nightmares may finally be over.'
0:39:28 > 0:39:31Let's be honest, right now, most of the UK's flooded.
0:39:31 > 0:39:35- Right.- This is probably the worst it's been in over 200 years
0:39:35 > 0:39:39- and you haven't had a flood for a while now, have you?- No.
0:39:39 > 0:39:43- OK, so things are looking a lot better, aren't they?- Yes.- Yeah.
0:39:43 > 0:39:47So I think your problem is now a thing of the past.
0:39:47 > 0:39:51- So right now, are you feeling happy? - A lot happier.- OK, well put.
0:39:51 > 0:39:54- And you as well? - Yeah, much happier.
0:39:54 > 0:39:56'With their flooding worries hopefully over,
0:39:56 > 0:40:00'Anglian Water have one more offer for the couple.' Okey-dokey.
0:40:00 > 0:40:03There is of course another issue which is quite important, which is?
0:40:03 > 0:40:08- The insurance.- Exactly. Because you don't need a problem like that.- No.
0:40:08 > 0:40:13Anglian Water have discussed this with us and your insurance company.
0:40:13 > 0:40:17And the insurance company has said that as a goodwill gesture,
0:40:17 > 0:40:20it will refund the couple's excess of £100.
0:40:22 > 0:40:27And the £1,562.07 cost of the claim will also be covered,
0:40:27 > 0:40:31leaving neither the couple nor the insurance company out of pocket.
0:40:31 > 0:40:33We contacted the couple's insurer
0:40:33 > 0:40:37and they have sent us a statement which explains...
0:40:40 > 0:40:41They have decided,
0:40:41 > 0:40:44after looking at Lisa's case, they will offer her...
0:40:48 > 0:40:52That's great news, so to top it off, Anglian have been able to
0:40:52 > 0:40:55sort out a couple's insurance problems too.
0:40:55 > 0:41:00You shouldn't have to worry about your insurance as a result of this.
0:41:00 > 0:41:02It is literally the most they can do.
0:41:02 > 0:41:05They're saying they'll take care of your insurance,
0:41:05 > 0:41:08they'll take care of the flooding - they're monitoring it 24/7,
0:41:08 > 0:41:11I don't think at this point there's anything more we can do.
0:41:11 > 0:41:15- I think your problems are in the past. Hopefully.- Hopefully.
0:41:15 > 0:41:17But if they're not, you know where to go.
0:41:17 > 0:41:21- Oh, yes, we know who we'll be calling.- I don't think you need me.
0:41:21 > 0:41:24I think you go straight to Anglian and they will go bap-bap-bap!
0:41:24 > 0:41:28"Hang on, it's Kenny and Lisa, quick." Yeah? So, is my task done?
0:41:28 > 0:41:30- I think so. You've done a good job.- I do think so.
0:41:30 > 0:41:32Have I got parole for good behaviour?
0:41:32 > 0:41:34Parole, good behaviour, and another cup of tea.
0:41:34 > 0:41:37In addition to resolving things for Kenny
0:41:37 > 0:41:39and Lisa, Anglian Water also told us
0:41:39 > 0:41:43they are working with the lead local flood authority,
0:41:43 > 0:41:46the Highways Agency, the Environment Agency
0:41:46 > 0:41:47and other partners that are
0:41:47 > 0:41:49responsible for the drainage network
0:41:49 > 0:41:51across Essex
0:41:51 > 0:41:54to look at an holistic approach to managing the flood risk.
0:41:54 > 0:41:57When it comes to the measures they have put in place to stop Lisa
0:41:57 > 0:42:01and Kenny suffering from more flooding, I think we're all happy.
0:42:01 > 0:42:04Anglian state...
0:42:06 > 0:42:09"We have however promised to continue to monitor the situation
0:42:09 > 0:42:12"carefully moving forward."
0:42:12 > 0:42:16We'd just like to say a big thank you to Dom.
0:42:16 > 0:42:22We... You know... It was a last resort for us to get him involved.
0:42:22 > 0:42:24Personally, when Lisa mentioned calling Dom, I thought,
0:42:24 > 0:42:26"What's Dom going to do?"
0:42:26 > 0:42:28But Dom's done everything, he's been wonderful.
0:42:28 > 0:42:29He's been brilliant. He's really helped.
0:42:29 > 0:42:34He has understood the problem, got on the phone to Anglian Water,
0:42:34 > 0:42:37he's got us moving and he's got all the results that we wanted.
0:42:37 > 0:42:39He's been brilliant.
0:42:39 > 0:42:40If we hadn't have called him,
0:42:40 > 0:42:43we probably would have been flooded again in this bad weather.
0:42:43 > 0:42:46- So, yeah.- Dom for President!
0:42:48 > 0:42:51I think the important thing here now is that Anglian Water have
0:42:51 > 0:42:53found out what the problem is.
0:42:53 > 0:42:55They've addressed it, rectified it
0:42:55 > 0:42:57and they are going to monitor it 24/7.
0:42:57 > 0:43:01So as far as Lisa and Kenny are concerned,
0:43:01 > 0:43:03their worries should be over.