0:00:02 > 0:00:06I'm Dominic Littlewood and I'm here to champion your consumer rights.
0:00:06 > 0:00:08If I give you the details, can you tell me
0:00:08 > 0:00:10if that's going to be possible, please?
0:00:10 > 0:00:11Any problem, whatever the size,
0:00:11 > 0:00:14I'll help you get the service you deserve.
0:00:14 > 0:00:17If he's not giving us the basic information that we'd asked him for,
0:00:17 > 0:00:19what else hadn't been done?
0:00:19 > 0:00:22'Whether that involves getting your money back...' A full refund, yeah?
0:00:22 > 0:00:25- Yeah. We'll give the lady her money back.- Right, that is smashing.
0:00:25 > 0:00:28'..or taking on your contract conundrums...'
0:00:28 > 0:00:32The 12-month warranty basically wasn't worth the paper it was written on...
0:00:32 > 0:00:36'I'm here to help you.'
0:00:36 > 0:00:39Today I'm on the case for a home owner whose new-build property
0:00:39 > 0:00:41isn't quite up to scratch.
0:00:41 > 0:00:43How can somebody leave screws out?
0:00:43 > 0:00:45It just doesn't look like it's been finished properly.
0:00:45 > 0:00:47I can see a piece hanging down.
0:00:47 > 0:00:50Plus a how faulty video recorder
0:00:50 > 0:00:52caused warranty woes for one particular lady.
0:00:52 > 0:00:55I was furious - the replacement machine
0:00:55 > 0:00:59was just over eight months old so how could it be out of warranty?
0:00:59 > 0:01:02And the high-tech testing centre where household
0:01:02 > 0:01:04materials are put through their paces.
0:01:04 > 0:01:07We're flexing leather so we're making it loose and then taut
0:01:07 > 0:01:10to make sure the leather surface is not going to crack.
0:01:10 > 0:01:14I'm taking on your consumer problems to make sure you don't get done.
0:01:20 > 0:01:22With property prices rising the way they are,
0:01:22 > 0:01:24it's an incredibly tough time for first-time buyers.
0:01:24 > 0:01:26We all know that.
0:01:26 > 0:01:30Many of them have got to save up for years to get together a hefty deposit.
0:01:30 > 0:01:32But there are some schemes out there to help people
0:01:32 > 0:01:35get a foot on the property ladder.
0:01:35 > 0:01:38One is called shared ownership
0:01:38 > 0:01:41and the idea is you buy a share in a property
0:01:41 > 0:01:44and rent the rest from a housing association, who co-own it.
0:01:44 > 0:01:48For thousands of people, it has been the only way of actually buying somewhere.
0:01:48 > 0:01:52What appealed to me most about the shared ownership option
0:01:52 > 0:01:54was the fact that it was affordable for me at the time.
0:01:54 > 0:01:58I rented privately and then decided my money was being wasted.
0:01:58 > 0:02:02Then I got the opportunity of buying this and jumped at it.
0:02:02 > 0:02:05But if Brendan Parker's story is anything to go by,
0:02:05 > 0:02:08shared ownership isn't always plain sailing.
0:02:09 > 0:02:13Being a homeowner, you want to feel that you have certain rights
0:02:13 > 0:02:18and privileges, but in this situation I don't - I'm powerless.
0:02:19 > 0:02:23Originally from America, Brendan came to London six years ago.
0:02:23 > 0:02:27Well, most people go through certain midlife crisis,
0:02:27 > 0:02:31and mine was to leave New York, which was my home for 20 years.
0:02:32 > 0:02:35Having moved across the pond, it wasn't long before
0:02:35 > 0:02:37he decided to enter the property market.
0:02:37 > 0:02:40I'd been saving money for a couple of years,
0:02:40 > 0:02:42so I was interested in making a purchase.
0:02:42 > 0:02:46But London prices are pretty daunting for most people,
0:02:46 > 0:02:48so Brendan took note when he was told
0:02:48 > 0:02:50about the idea of shared ownership.
0:02:50 > 0:02:54Because mortgages were very scarce, it was pretty much my only option.
0:02:54 > 0:02:58In 2011, Brendan began hunting for properties
0:02:58 > 0:03:00and when he viewed a top-floor apartment
0:03:00 > 0:03:04close to the River Thames, it was love at first sight.
0:03:04 > 0:03:06One of the features that really attracted me
0:03:06 > 0:03:09to this apartment was the outdoor space.
0:03:09 > 0:03:14Um, it has great light and generous proportions.
0:03:14 > 0:03:17The apartment was part of a new-build block
0:03:17 > 0:03:19owned by the Peabody Housing Association.
0:03:19 > 0:03:22Although still under construction, the apartment was being
0:03:22 > 0:03:25offered as part of a shared ownership scheme.
0:03:25 > 0:03:29I bought a 30% share, and it was understood
0:03:29 > 0:03:33that you could purchase additional shares in a stepped sequence.
0:03:34 > 0:03:37Brendan took out a mortgage for his 30% share
0:03:37 > 0:03:40and would rent the remaining 70% from Peabody.
0:03:40 > 0:03:43He would also have to pay a monthly service charge.
0:03:43 > 0:03:47But it meant he would finally have a place he could call his own.
0:03:47 > 0:03:49I was thrilled, I...
0:03:49 > 0:03:53this was a big moment. I couldn't wait for my parents to come,
0:03:53 > 0:03:56to have my, my furniture shipped over from the States,
0:03:56 > 0:03:59because you want to have a home.
0:03:59 > 0:04:03But his champagne moment didn't last long.
0:04:03 > 0:04:07Unfortunately, things started to go wrong from the very beginning.
0:04:07 > 0:04:10Er, the property wasn't completed on time.
0:04:10 > 0:04:13Brendan had to stay with friends for a few weeks,
0:04:13 > 0:04:15and when he did then move in,
0:04:15 > 0:04:19he began to notice problems with the fit and finish of his new apartment.
0:04:19 > 0:04:22Every day I'd find something new and, um,
0:04:22 > 0:04:25I had this list and it kept growing and growing.
0:04:25 > 0:04:28Of course, most new-build properties do have minor issues
0:04:28 > 0:04:32that need to be fixed, but over the next few months, Peabody's
0:04:32 > 0:04:36contractors had to make numerous visits to carry out repairs.
0:04:36 > 0:04:40They've replaced the stove, they've replaced the tub, several times,
0:04:40 > 0:04:46the security monitor, several times, the front door downstairs, twice.
0:04:46 > 0:04:48And there are still outstanding issues.
0:04:48 > 0:04:52One of the problems with the flat is the exterior fascia.
0:04:52 > 0:04:57It's this soffit that they built and it's covered by metal cladding.
0:04:57 > 0:05:03They kept installing the metal fascia with defects.
0:05:03 > 0:05:06They've actually replaced this about five times.
0:05:06 > 0:05:08And since the fascias were last replaced,
0:05:08 > 0:05:10they appear to have come loose again.
0:05:10 > 0:05:12Then there are the windows.
0:05:12 > 0:05:15All of the windows, all of the doors,
0:05:15 > 0:05:19have condensation, and the condensation then creates mould
0:05:19 > 0:05:23and uh, that's a problem - it really shouldn't be there.
0:05:23 > 0:05:26But chief among Brendan's complaints is the internal floor, which he
0:05:26 > 0:05:29noticed was sagging about a year after he moved in.
0:05:30 > 0:05:34There are some things I've done just to mask it,
0:05:34 > 0:05:38such as this built-in and huge wardrobes and shoving carpets
0:05:38 > 0:05:43next to the baseboards to disguise the deflection.
0:05:43 > 0:05:46Um, some areas, however, I just can't hide, and that would be
0:05:46 > 0:05:50in the hallway where it's very clear that there's deflection.
0:05:50 > 0:05:53There's nothing I can do about that.
0:05:54 > 0:05:58On two separate occasions, Peabody Trust sent in contractors to try and
0:05:58 > 0:06:00fix the floor, but it still seemed to sag
0:06:00 > 0:06:03underneath Brendan's furniture.
0:06:03 > 0:06:06There was a lot of work done on the flooring to repair it.
0:06:06 > 0:06:08Unfortunately none of the work was successful.
0:06:08 > 0:06:11And while I respect that the effort was made, uh,
0:06:11 > 0:06:14without success it's...
0:06:16 > 0:06:18Well, it's just not there.
0:06:18 > 0:06:24In March 2013, Peabody employed a flooring expert to examine
0:06:24 > 0:06:27the floor and their report seemed to confirm Brendan's
0:06:27 > 0:06:30belief that the sagging wasn't normal.
0:06:30 > 0:06:32It says, and I quote,
0:06:34 > 0:06:37"The floor has been seen to deflect under relatively light loads
0:06:37 > 0:06:40"from normal domestic furniture..."
0:06:40 > 0:06:44"None of the furniture can be regarded as abnormal or particularly heavy."
0:06:45 > 0:06:49The report also concluded that the flooring was showing
0:06:49 > 0:06:51a level of deflection that does not appear to be correct
0:06:51 > 0:06:55and recommends that it was opened up to correct the lack of support.
0:06:55 > 0:06:59But Peabody Trust's contractors have deemed the report invalid.
0:06:59 > 0:07:02There was an argument from the contractor about one
0:07:02 > 0:07:04of the photographs used.
0:07:04 > 0:07:06A section of the report commented
0:07:06 > 0:07:09on the structure underneath the floor, but the only evidence
0:07:09 > 0:07:14available was a photograph Brendan had taken during a previous repair.
0:07:14 > 0:07:16The contractors dispute the use of this photograph
0:07:16 > 0:07:19and the floor hasn't been touched since.
0:07:20 > 0:07:24So we reached an impasse because the contractor
0:07:24 > 0:07:26didn't want to do the work again.
0:07:27 > 0:07:29If Brendan owned his flat outright,
0:07:29 > 0:07:32he could deal directly with the company who built
0:07:32 > 0:07:35the apartment to try and get snagging issues like the flooring fixed.
0:07:35 > 0:07:38But the shared ownership arrangement
0:07:38 > 0:07:40means he is reliant on Peabody Trust.
0:07:40 > 0:07:44What they would never do is actually commit to a time and a deadline.
0:07:44 > 0:07:48They'd just say, "It's going to be done." I'm like, "Well, when?"
0:07:48 > 0:07:50Brendan has even escalated his complaint to
0:07:50 > 0:07:52the Housing Ombudsman, and whilst they found there was
0:07:52 > 0:07:54no maladministration by Peabody,
0:07:54 > 0:07:56they did agree that they have not
0:07:56 > 0:08:00always responded to Brendan's complaints in a timely manner.
0:08:00 > 0:08:04But all he wants is to get these problems sorted out once and for all.
0:08:04 > 0:08:07If Dom was able to get this fixed...
0:08:12 > 0:08:18..it would be amazing, it would be the sense of accomplishment that
0:08:18 > 0:08:20I didn't have on my own.
0:08:20 > 0:08:24And that I could really enjoy the flat and it would,
0:08:24 > 0:08:31it would be my home and that, you know, just relax.
0:08:31 > 0:08:34Having finally managed to get himself a London pad,
0:08:34 > 0:08:36Brendan's over the moon and he wants it to be perfect.
0:08:36 > 0:08:39But there are clearly some issues that need addressing.
0:08:39 > 0:08:41So let's see if I can help him.
0:08:41 > 0:08:44Founded in 1862,
0:08:44 > 0:08:47Peabody Trust is one of the oldest housing associations in the UK
0:08:47 > 0:08:52and now has around 27,000 properties in London.
0:08:52 > 0:08:55It offers everything from supported housing to shared ownership homes
0:08:55 > 0:08:59like Brendan's, and is a highly respected organization.
0:08:59 > 0:09:02I've dropped them a line to let them know I'm on the case
0:09:02 > 0:09:04and I'll be following that up with a call, very soon.
0:09:11 > 0:09:14When we buy something, like a sofa or a bed, we know it's got to
0:09:14 > 0:09:18put up with years of wear and tear and that goes for just about
0:09:18 > 0:09:21anything - it could be the brakes on your car,
0:09:21 > 0:09:23TV, door on your fridge.
0:09:23 > 0:09:24So when something goes wrong,
0:09:24 > 0:09:28how do we know whether it's wear and tear, or a manufacturing fault?
0:09:29 > 0:09:34Well, each year Furniture Industry Research Association, or FIRA,
0:09:34 > 0:09:37tests thousands of sofas, chairs and beds
0:09:37 > 0:09:39to see how they stand up to daily use.
0:09:39 > 0:09:42But some familiar household materials are also subjected
0:09:42 > 0:09:44to their rigorous wear and tear tests.
0:09:46 > 0:09:48We can test all types of surfaces here,
0:09:48 > 0:09:52whether it's a kitchen worktop or an office desk, however,
0:09:52 > 0:09:55predominantly we are concentrating
0:09:55 > 0:09:59on the kitchens because that's where the most spillages happen.
0:09:59 > 0:10:01A kitchen surface will have all
0:10:01 > 0:10:05sorts of food and drink spilt on it during its everyday use.
0:10:05 > 0:10:07Here we've got a kitchen worktop
0:10:07 > 0:10:11and you'll see we are placing the liquid onto the surface,
0:10:11 > 0:10:16covering it. After an hour remove the liquid
0:10:16 > 0:10:20and wait 24 hours before we wipe the surface clean and assess
0:10:20 > 0:10:24whether there's been any staining or change in the gloss of the surface.
0:10:25 > 0:10:29But it's not just food and drink that cause the damage to your kitchen.
0:10:29 > 0:10:33The main issues we see with wear and tear are where
0:10:33 > 0:10:37the surface becomes damaged or where the consumer will leave
0:10:37 > 0:10:40a lot of water on the surface
0:10:40 > 0:10:44because water will go into the chipboard core of the work surface
0:10:44 > 0:10:45and then start to swell
0:10:45 > 0:10:47and that can cause a lot of problems in the kitchen.
0:10:47 > 0:10:53Many of us think our kitchens will last a lifetime.
0:10:53 > 0:10:57There's no real time limit on how long any particular surface will last.
0:10:57 > 0:10:59Obviously if you look after it, keep it clean,
0:10:59 > 0:11:03keep it dry, it can last 15, 20 years.
0:11:03 > 0:11:08But if you leave chemicals or liquids on a surface
0:11:08 > 0:11:10or you cut directly on a surface,
0:11:10 > 0:11:12any surface will deteriorate quite quickly.
0:11:13 > 0:11:15But when buying a kitchen,
0:11:15 > 0:11:18most of us probably expect to get what we paid for.
0:11:18 > 0:11:23The performance levels of worktops do vary by material
0:11:23 > 0:11:27and it's a peculiarity that actually, high-pressure laminates,
0:11:27 > 0:11:31which are generally at the cheaper end of the worktop market,
0:11:31 > 0:11:35tend to perform consistently well and are very easy to maintain.
0:11:35 > 0:11:40Some of the higher-end materials such as marble and solid wood,
0:11:40 > 0:11:45whilst they look fabulous, can be more difficult to keep serviceable.
0:11:46 > 0:11:50However, it's not just kitchens that come under the scrutiny of FIRA.
0:11:50 > 0:11:53This is our textile testing laboratory,
0:11:53 > 0:11:56where we're testing all types of fabric and leather used in upholstered furniture.
0:11:59 > 0:12:02There's many different types of fabric used in upholstery.
0:12:02 > 0:12:06A number of these exhibit different faults in use.
0:12:06 > 0:12:10With leather, there may be cracking of the surface
0:12:10 > 0:12:14or the surface starting to lift off because of poor adhesion.
0:12:14 > 0:12:16With other fabrics, we may see pilling, which is
0:12:16 > 0:12:19the little bobbling that you may see sometimes on your clothes.
0:12:19 > 0:12:22Other issues that we see with fabrics are dye transfer,
0:12:22 > 0:12:26and this would be often with highly patterned fabrics
0:12:26 > 0:12:31where the dye that's used isn't necessarily properly sealed in the fabric
0:12:31 > 0:12:35and can transfer to your clothes when you're sitting on the chair.
0:12:36 > 0:12:39FIRA's hardworking machines are there to replicate
0:12:39 > 0:12:41a lifetime of household activity.
0:12:42 > 0:12:44This is one of the most common tests.
0:12:44 > 0:12:46It's call a Martindale Test.
0:12:46 > 0:12:50It is an abrasion test where we are looking at the wear of fabrics.
0:12:50 > 0:12:52It's a durability test
0:12:52 > 0:12:56and we are looking to check that there is no dye transfer
0:12:56 > 0:13:01from the fabric and that there... the fabric is strong enough,
0:13:01 > 0:13:03the threads are not going to break in use.
0:13:03 > 0:13:05Leather may seem pretty durable
0:13:05 > 0:13:08but even that doesn't escape the clutches of these machines.
0:13:08 > 0:13:10Here we're testing leather.
0:13:10 > 0:13:12We'll do a basic test on the strength of the threads
0:13:12 > 0:13:15by placing it into the machine and pulling it.
0:13:15 > 0:13:18In addition to this, we also carry out a number of other tests,
0:13:18 > 0:13:22particularly things like colour fastness to light, where we have a powerful
0:13:22 > 0:13:27xenon arc bulb that we use to try and accelerate fading on fabrics.
0:13:31 > 0:13:35There's no real guidance on how long a fabric should remain pristine.
0:13:35 > 0:13:41It is very much how it's used. If a fabric is looked after and cared for,
0:13:41 > 0:13:43it can have considerable life.
0:13:43 > 0:13:48However, if the environment is such that there are things that will contaminate the surface,
0:13:48 > 0:13:53very quickly a fabric can lose its pristine appearance.
0:13:54 > 0:13:56Right, so treat your furniture well
0:13:56 > 0:13:59and it will keep you sitting pretty for many years to come.
0:14:08 > 0:14:12For Brendan Parker, a shared ownership scheme with Peabody Trust
0:14:12 > 0:14:15was the ideal way to get on to the London property market.
0:14:15 > 0:14:18The people at the Peabody Trust were very charming.
0:14:18 > 0:14:21They were very likable and, er...
0:14:21 > 0:14:24they seemed to have my, my best interest at heart.
0:14:26 > 0:14:30Um, and so that was a factor in the decision I made.
0:14:30 > 0:14:33And three years on, the relationship between Brendan
0:14:33 > 0:14:35and Peabody has become strained thanks to
0:14:35 > 0:14:39a series of unresolved problems with his flat.
0:14:39 > 0:14:42I felt defeated because, you know,
0:14:42 > 0:14:46these things had progressed, I'd done everything correctly, to the
0:14:46 > 0:14:51best of my ability, and yet I'm still living with a floor that sags,
0:14:51 > 0:14:54I'm still living with these windows that are not correct,
0:14:54 > 0:14:56I'm like, "Wait a second here."
0:14:56 > 0:14:59Time for me to get on the blower to Peabody.
0:14:59 > 0:15:02They're a big organisation, they've been around for donkey's years,
0:15:02 > 0:15:06so I'm rather hoping that this is going to go quite well.
0:15:11 > 0:15:15Oh, hi, it's Dominic Littlewood from Don't Get Done Get Dom on the BBC.
0:15:15 > 0:15:17'I'm speaking to a chap in their press office
0:15:17 > 0:15:21'who has asked me not to broadcast his voice. Fair enough.'
0:15:21 > 0:15:25Can you give me a rough idea of where things are going from here?
0:15:25 > 0:15:27In what way are they moving forward?
0:15:27 > 0:15:31'Sadly, he's not in a position to discuss the details of the case
0:15:31 > 0:15:34'but tells me Peabody is looking into Brendan's complaints
0:15:34 > 0:15:37'and will get back to me soon.'
0:15:37 > 0:15:40Right. 'It's clear from the call that Peabody is keen to try
0:15:40 > 0:15:44'and resolve this situation so I'd say things are looking positive.'
0:15:44 > 0:15:47I'm fairly hopeful we'll be able to try and mediate and get this sorted out
0:15:47 > 0:15:49to everyone's satisfaction.
0:15:49 > 0:15:51Thanks, then. Bye-bye.
0:15:51 > 0:15:54The ball is now well and truly rolling on Brendan's case
0:15:54 > 0:15:58but he's not the only person to have contacted me with property woes.
0:16:00 > 0:16:04Matt Lovett bought a 50% share of his flat in Staines
0:16:04 > 0:16:08with housing group A2 Dominion in 2004.
0:16:08 > 0:16:10At the time, being relatively young,
0:16:10 > 0:16:14it was the first...the best way that I could get into the property ladder.
0:16:14 > 0:16:17It was the only affordable option I had at the time to
0:16:17 > 0:16:19get out of home and have a bit of independence.
0:16:19 > 0:16:22Like Brendan, Matt has a mortgage for his share of his flat
0:16:22 > 0:16:26and pays rent on the remaining 50%, but for him
0:16:26 > 0:16:29it's the additional service charges that are a problem.
0:16:30 > 0:16:34Recently, A2 sent us a letter, um,
0:16:34 > 0:16:35saying that the service charge
0:16:35 > 0:16:38that we pay on the property would be increasing.
0:16:38 > 0:16:42At the moment it's £63 per month for the service charge.
0:16:42 > 0:16:44But the company have told residents this will increase
0:16:44 > 0:16:47to £149 per month, more than double.
0:16:50 > 0:16:53Apparently part of the increase in our costs from A2
0:16:53 > 0:16:56are for repair works which include cleaning the guttering.
0:16:56 > 0:16:59They've quoted £9,000 for scaffolding.
0:16:59 > 0:17:01As you can see, it's not a very high property.
0:17:01 > 0:17:03I know people that would quite happily do that off ladders.
0:17:03 > 0:17:06I'd personally do it myself, to be honest, rather than pay
0:17:06 > 0:17:10an extortionate amount of money to get gutters cleaned.
0:17:10 > 0:17:13Under the terms of his shared ownership lease,
0:17:13 > 0:17:16Matt and his neighbouring flat owners are liable for communal costs
0:17:16 > 0:17:18including maintenance of the gardens
0:17:18 > 0:17:22and he doesn't feel they're getting value for money.
0:17:22 > 0:17:25I'm not a gardener, but it looks to me as if it's just all weed.
0:17:25 > 0:17:28They say it's for nature reasons and conservation area,
0:17:28 > 0:17:30but you've got nothing there.
0:17:30 > 0:17:32There's a lot of stinging nettles in here,
0:17:32 > 0:17:34there's a lot of children that live in this block.
0:17:34 > 0:17:37It's not ideal for children playing.
0:17:37 > 0:17:40He also feels there is a litter problem.
0:17:40 > 0:17:43The whole path and walkway is an eyesore.
0:17:43 > 0:17:46There's plastic bags, there's cans of beer,
0:17:46 > 0:17:49you know, nothing ever gets done. And it needs to be maintained.
0:17:49 > 0:17:52That's their responsibility, again it's what we pay for,
0:17:52 > 0:17:56and it's not being done so we'd just like some action.
0:17:56 > 0:17:58Matt is also unhappy at the amount he
0:17:58 > 0:18:01and fellow residents are being charged for outside lighting.
0:18:01 > 0:18:04There's bollard lighting along here which we pay
0:18:04 > 0:18:08over £1,000 a year for the cost of the electricity.
0:18:08 > 0:18:12The bollard lights haven't worked since at least 2011.
0:18:12 > 0:18:16I wrote a complaint to A2, just stating that they don't work.
0:18:16 > 0:18:18It's never been fixed.
0:18:18 > 0:18:20There's two of them that stay on 24 hours a day
0:18:20 > 0:18:22and the others just don't work at all.
0:18:22 > 0:18:25Pat owns another flat in the same block
0:18:25 > 0:18:29and for her, the sudden increase in service charge could have serious consequences.
0:18:29 > 0:18:33Basically, I've really enjoyed living here
0:18:33 > 0:18:37up until the last two years where the service charge
0:18:37 > 0:18:40and everything else is getting out of control.
0:18:40 > 0:18:46The overall effect of this service charge going up so much is that
0:18:46 > 0:18:50I would have to sell my property, I wouldn't be able to stay here.
0:18:50 > 0:18:53A2 Dominion told us the increase in service charge
0:18:53 > 0:18:55includes a contribution to a fund
0:18:55 > 0:18:58that will pay for any major refurbishments required at
0:18:58 > 0:19:02the development. They also say the gardens are maintained fortnightly,
0:19:02 > 0:19:04which includes picking up litter.
0:19:04 > 0:19:06And they also say their records show
0:19:06 > 0:19:09they've received no complaints about the bollard lights.
0:19:11 > 0:19:14But what's interesting about Matthew and Pat's situation
0:19:14 > 0:19:16and Brendan's case is
0:19:16 > 0:19:19what your rights are when it comes to shared ownership
0:19:19 > 0:19:23so I've come to meet Paula Higgins from consumer group the HomeOwners Alliance.
0:19:23 > 0:19:27Paula, thanks ever so much for coming along. I appreciate that.
0:19:27 > 0:19:30I'm trying to help somebody at the moment who's in a shared ownership scheme.
0:19:30 > 0:19:33Can you just give us a breakdown of exactly what that means
0:19:33 > 0:19:34and what do you think of them?
0:19:34 > 0:19:38I think shared ownership schemes are great for certain people.
0:19:38 > 0:19:41It's absolutely great to help people get onto the property market
0:19:41 > 0:19:43if you cannot get enough deposit to buy,
0:19:43 > 0:19:45or your income is too low to raise the money.
0:19:45 > 0:19:47And you need to have a good credit history.
0:19:47 > 0:19:50Give me an idea of any pitfalls of these schemes.
0:19:50 > 0:19:52It's not a cheap way to get onto property.
0:19:52 > 0:19:54It's not a cheap way to make a fast buck on property.
0:19:54 > 0:19:58It's about giving people the chance to have a stake in property, so they can get that share.
0:19:58 > 0:20:00But they will be paying rent on the other bit,
0:20:00 > 0:20:02and this rent will go up and up and up.
0:20:02 > 0:20:06As far as the rent of the section they don't own is concerned,
0:20:06 > 0:20:08is that regulated?
0:20:08 > 0:20:11Is it capped, is there any control over that, or is it at the housing
0:20:11 > 0:20:14association's discretion to charge whatever they can get away with?
0:20:14 > 0:20:17There is a formula that they charge initially and then
0:20:17 > 0:20:21they can go to inflation plus 2% every year, so you have to
0:20:21 > 0:20:25remember that that rent could go up quite dramatically year on year.
0:20:25 > 0:20:28And as we've heard from Matthew and Pat,
0:20:28 > 0:20:30the rent isn't the only cost that people need to be aware of.
0:20:30 > 0:20:33They have to also remember that there's service charges involved,
0:20:33 > 0:20:35and maintenance charges involved,
0:20:35 > 0:20:38and they can be quite hefty and they can spiral out of control.
0:20:38 > 0:20:42Hm. It seems all this is all at the discretion of the housing association.
0:20:42 > 0:20:46With people in shared ownership, they can complain and can consult,
0:20:46 > 0:20:49but they don't have the right to manage their own property.
0:20:49 > 0:20:51So their hands are tied, aren't they, really?
0:20:51 > 0:20:53A lot more than they would be under a normal purchase.
0:20:53 > 0:20:56'So it's important to know who will have to pay for any
0:20:56 > 0:20:58'maintenance works that need to be done.'
0:20:58 > 0:21:02If somebody owns a percentage, let's say hypothetically 30%,
0:21:02 > 0:21:05and the housing association obviously own the other 70,
0:21:05 > 0:21:10if something needed doing that was going to cost some money, who
0:21:10 > 0:21:15pays the 100%? Is it you pay your 30 and the housing association pays
0:21:15 > 0:21:1970 or are you, as the leaseholder, responsible for the whole lot?
0:21:19 > 0:21:21Unfortunately that is exactly the case.
0:21:21 > 0:21:25So, with service and maintenance charges, you are responsible for 100%.
0:21:25 > 0:21:27If you're going to repair the roof, you're responsible, 100%,
0:21:27 > 0:21:29even though you have that 30% share.
0:21:29 > 0:21:33Unfortunately people who are going into these shared ownership schemes do not realise that,
0:21:33 > 0:21:37so it is quite a sort of a shock to the system.
0:21:37 > 0:21:40'I'll say! It seems to me there are plenty of thing that anyone
0:21:40 > 0:21:44'thinking about shared ownership needs to carefully consider.'
0:21:44 > 0:21:47Do your research, you know. I think the best thing to do is to
0:21:47 > 0:21:50talk to or find other people who are tenants or had
0:21:50 > 0:21:53a shared ownership in those housing associations.
0:21:53 > 0:21:55See what people are saying.
0:21:55 > 0:21:57The ones that are established are the ones
0:21:57 > 0:22:00- that you know are generally professional, help people out. - The big names.
0:22:00 > 0:22:05- Do you know what, Paula, I think you've answered all my questions. Thanks ever so much.- Yay!
0:22:06 > 0:22:09After that little chat about shared ownership, I think
0:22:09 > 0:22:12the expression that springs to mind there is "horses for courses" -
0:22:12 > 0:22:15some people it will suit, some people it won't, and if you're interested
0:22:15 > 0:22:19in going down that avenue, make sure you do your homework first.
0:22:19 > 0:22:21Over the last three years,
0:22:21 > 0:22:23there has been a lot of back and forth between Brendan
0:22:23 > 0:22:27and Peabody Trust over the problems with his flat, and I think it's
0:22:27 > 0:22:31fair to say that relations between them have at times been strained.
0:22:31 > 0:22:34I was trying to be accommodating, I was trying to work with them.
0:22:34 > 0:22:38I wasn't satisfied with the first complaints - their response.
0:22:38 > 0:22:41Of course there are always two sides to every story
0:22:41 > 0:22:43and I think my role here is to be the middleman
0:22:43 > 0:22:46and hopefully help both Peabody and Brendan agree a way forward.
0:22:46 > 0:22:50I think it's time to give Peabody Trust a little bit of
0:22:50 > 0:22:54a nudge along and say, "What's happening? Any news for us?"
0:22:54 > 0:22:56Right.
0:23:00 > 0:23:02'I'm quickly through to my contact in the press office.'
0:23:02 > 0:23:07I just thought I'd give you a quick ring and see if there's any news.
0:23:07 > 0:23:11'He tells me he is still dealing with various departments to try
0:23:11 > 0:23:13'and get us some proper answers for Brendan.'
0:23:15 > 0:23:17He believes he, you know, he has tried to sort this out himself
0:23:17 > 0:23:21and there's been a reasonable amount of correspondence from him
0:23:21 > 0:23:22backwards and forwards to you guys.
0:23:22 > 0:23:24'Peabody acknowledge that there have been
0:23:24 > 0:23:28'some delays and that perhaps things could have been handled better.
0:23:28 > 0:23:30'The company has a possible solution for Brendan's floor,
0:23:30 > 0:23:33'but is still discussing the issues with the windows and fascias.
0:23:33 > 0:23:36'To help things along, I've got an idea.'
0:23:36 > 0:23:39We're going to get a chartered property surveyor
0:23:39 > 0:23:42to do a thorough investigation, give us a professional opinion.
0:23:42 > 0:23:44It's not fair for me to turn round and say to you,
0:23:44 > 0:23:46"These windows aren't fitted correctly," or,
0:23:46 > 0:23:49"There's an issue here," so we'll get an expert's opinion on that.
0:23:49 > 0:23:51'I've definitely rung the bell.'
0:23:51 > 0:23:53We'll get this report, we'll send it over to you guys
0:23:53 > 0:23:56and then hopefully you guys can agree on everything
0:23:56 > 0:23:58and that's it, we get it sorted out and put to bed.
0:23:58 > 0:23:59'I think we have a plan.'
0:23:59 > 0:24:04Brilliant. Have a nice weekend and no doubt I'll be speaking to you next week. All the best. Bye-bye.
0:24:05 > 0:24:07He seems very reasonable
0:24:07 > 0:24:10and he seems quite switched on, and hopefully we can all start trying
0:24:10 > 0:24:14to work together to get a sensible solution for all these problems.
0:24:14 > 0:24:17It's a plan that makes sense to Brendan as well.
0:24:17 > 0:24:20It'll be nice to get an independent opinion
0:24:20 > 0:24:22because I have one view,
0:24:22 > 0:24:27Peabody has another view, it's been going on for years now and, uh,
0:24:27 > 0:24:32this will give, I think both of us peace of mind as to how to move forward.
0:24:32 > 0:24:34Enter Jonathan Gillies, a member
0:24:34 > 0:24:38of the Royal Institute of Chartered Surveyors, who has agreed
0:24:38 > 0:24:40to take a look around Brendan's flat.
0:24:40 > 0:24:44- Hello, Brendan. Jonathan Gillies. - Nice to meet you. Come on in.
0:24:44 > 0:24:46As Peabody hopefully have a solution for the floor,
0:24:46 > 0:24:49I'm mainly keen to know what Jonathan thinks of the fascia
0:24:49 > 0:24:52panels and the windows which seem prone to condensation.
0:24:52 > 0:24:56Do you often find that it happens at any particular point during the day?
0:24:56 > 0:25:01Primarily it will be if it's cold weather, morning times.
0:25:01 > 0:25:04With a flat being so well insulated
0:25:04 > 0:25:07with modern building techniques,
0:25:07 > 0:25:10you can often have this issue where warm moist air
0:25:10 > 0:25:12will get against a cold surface
0:25:12 > 0:25:15and it will then condensate down the windows.
0:25:18 > 0:25:22And condensation can have some unpleasant side effects.
0:25:22 > 0:25:25Mould starting to form. It's very dusty over here.
0:25:25 > 0:25:28Now this sort of mould, if it starts to build up,
0:25:28 > 0:25:32can start to cause...have an affect on your health with breathing,
0:25:32 > 0:25:34if it's allowed to build up over time.
0:25:34 > 0:25:38This flat has a slightly worse problem
0:25:38 > 0:25:40than we've come across, but it isn't uncommon
0:25:40 > 0:25:42in modern properties.
0:25:42 > 0:25:46Anything that's been really built within the last 30 years or so,
0:25:46 > 0:25:49with modern double glazing, especially, has caused these issues.
0:25:50 > 0:25:53It's an effect known as cold bridging and outside,
0:25:53 > 0:25:57Jonathan notices something that could be making the problem worse.
0:25:57 > 0:26:01The window is set quite far forward so that the insulation isn't
0:26:01 > 0:26:04quite acting as it should do
0:26:04 > 0:26:06on the external surface of the glass.
0:26:06 > 0:26:09Windows traditionally are meant to be set quite
0:26:09 > 0:26:12far into the building where the walls are so that the insulation
0:26:12 > 0:26:17within the wall space can actually act as a beneficiary with the design of the windows
0:26:17 > 0:26:21to stop the cold bridging effect happening against the glass.
0:26:23 > 0:26:28It seems the design of the building could be a factor in the condensation.
0:26:28 > 0:26:31Next Jonathan inspects the metal fascia panel.
0:26:31 > 0:26:37If you look above, you can see the are holes for screws
0:26:37 > 0:26:41in the metal fascia, just below the lip
0:26:41 > 0:26:45and none of them have screws and that's for the entire length.
0:26:45 > 0:26:49The amount of fixings in that fascia really aren't adequate.
0:26:49 > 0:26:52I'd like to get in and take some of that cladding off
0:26:52 > 0:26:55for us to get a further investigation
0:26:55 > 0:26:59as to what they have actually fixed the fascia boards to.
0:26:59 > 0:27:02I'm actually unscrewing this by hand right now.
0:27:02 > 0:27:04That's amazing. I can't believe that.
0:27:04 > 0:27:09The problem with a lot of these fixings up here is that they have been put in at an angle.
0:27:09 > 0:27:14The problem that they're going to have is that water is going to be able to flow down here
0:27:14 > 0:27:17and still get into all of this cladding.
0:27:17 > 0:27:21These problems seem to relate to the construction of the building
0:27:21 > 0:27:24and are not Brendan's responsibility to repair.
0:27:24 > 0:27:29Most tenants who buy a lease on their flat are only responsible for
0:27:29 > 0:27:32the internal part of their flat. As soon as you start to have an issue
0:27:32 > 0:27:37with the external common areas, that is really the responsibility of the
0:27:37 > 0:27:41landlord or freeholder to sort out these problems.
0:27:41 > 0:27:44I'd say it's more poor construction and not being thought about
0:27:44 > 0:27:47with somebody signing all of the works off.
0:27:47 > 0:27:49Jonathan is going to confirm these findings in writing
0:27:49 > 0:27:51and we'll forward them to Peabody Trust.
0:27:51 > 0:27:55But the issue of who's responsible for what repairs is an interesting one.
0:27:55 > 0:27:59The most common complaints certainly that I've encountered
0:27:59 > 0:28:02from shared ownership leaseholders tends to be about repairs.
0:28:02 > 0:28:04If the landlord owns the building,
0:28:04 > 0:28:06it should be reasonably straightforward,
0:28:06 > 0:28:09but a lot of shared ownership properties are themselves leased
0:28:09 > 0:28:11from somebody else who owns the building
0:28:11 > 0:28:15and finding out who is responsible for repairs can be impossible.
0:28:15 > 0:28:19Which isn't an issue for Brendan as Peabody own the building
0:28:19 > 0:28:22and it's their responsibility to deal with any construction issues.
0:28:22 > 0:28:27Trouble is Brendan doesn't feel they've addressed all his concerns.
0:28:27 > 0:28:31If you're unhappy with your landlord or your property,
0:28:31 > 0:28:33there are limited places to turn.
0:28:33 > 0:28:36Certainly, if you're unhappy with the state of the property
0:28:36 > 0:28:38in the first place, you turn to your landlord.
0:28:38 > 0:28:40The housing associations that provide shared ownership
0:28:40 > 0:28:43are regulated by the Homes and Communities Agency
0:28:43 > 0:28:47and there is the Housing Ombudsman, but it's a complicated situation
0:28:47 > 0:28:50and can be difficult for all parties to resolve.
0:28:53 > 0:28:55Well, I certainly think Brendan would agree with that.
0:28:55 > 0:28:58I think it's time I met him to find out a bit more
0:28:58 > 0:29:00about the problems he's experienced.
0:29:02 > 0:29:04- Hi, is that Brendan?- Yes, it is.
0:29:04 > 0:29:07It's Dominic from Don't Get Done Get Dom.
0:29:07 > 0:29:09- Come on in.- Thank you very much.
0:29:12 > 0:29:14'One thing Brendan certainly can't have
0:29:14 > 0:29:16'any complaints about is the view.'
0:29:16 > 0:29:20It's amazing. You've got beautiful views of Battersea Power Station,
0:29:20 > 0:29:22you've got the Thames, you're on the south bank, of course,
0:29:22 > 0:29:24so you're going to get a lot of sunshine,
0:29:24 > 0:29:27and this garden looks like it's been here 100 years.
0:29:27 > 0:29:30Thank you, I appreciate it. It's a lot of hard work.
0:29:30 > 0:29:33Talk about these windows, what are your problems with them?
0:29:33 > 0:29:35I know you've mentioned about condensation,
0:29:35 > 0:29:37I can't see any at the moment.
0:29:37 > 0:29:39What's happening is, depending on the weather,
0:29:39 > 0:29:43we get condensation on the bottom in all the windows and doors,
0:29:43 > 0:29:47and that...after that, obviously, mould forms.
0:29:47 > 0:29:51'The surveyor has pointed out that the way the windows are positioned,'
0:29:51 > 0:29:55flush to the exterior walls, could be part of this problem
0:29:55 > 0:29:59but condensation can also be caused by a lack of ventilation.
0:29:59 > 0:30:02Your bathroom, does it have an extractor fan in it?
0:30:02 > 0:30:04It does. But I don't use it.
0:30:04 > 0:30:06This is supposed to have this heat exchange.
0:30:06 > 0:30:09It's supposed to take exterior air in and then do this heat exchange
0:30:09 > 0:30:12and then, you know, filter throughout the flat,
0:30:12 > 0:30:15but I've turned off the heating system completely
0:30:15 > 0:30:19- and because of the light, I actually don't need it.- Right.
0:30:19 > 0:30:21You might not need it for heat,
0:30:21 > 0:30:23but you might need it for airflow through the house.
0:30:23 > 0:30:27The moisture needs to go somewhere, that could be adding to the problem.
0:30:27 > 0:30:30In fact, even when we had the system on we got condensation, so...
0:30:30 > 0:30:34- Ah, OK. So you believe it's nothing to do with that?- No.
0:30:34 > 0:30:38Besides the windows, we've got this exterior fascia which,
0:30:38 > 0:30:42as you can see, there are no screws on the upper part,
0:30:42 > 0:30:44it's just gravity holding it there.
0:30:44 > 0:30:46It's also quite rippled, isn't it, as you go down?
0:30:46 > 0:30:48Well, it's the wind.
0:30:48 > 0:30:51We get gale force winds here, there's no protection.
0:30:51 > 0:30:53Any time you get even the slightest breeze
0:30:53 > 0:30:57they begin to waffle and make noise. It's scary at times.
0:30:57 > 0:30:59You actually feel they haven't been fitted properly
0:30:59 > 0:31:02- and that's a major concern, yeah? - Absolutely.
0:31:02 > 0:31:06But the windows and fascias aren't the only exterior feature
0:31:06 > 0:31:09that Brendan and Peabody have disagreed about.
0:31:09 > 0:31:11We've got issues with the door,
0:31:11 > 0:31:14because it doesn't have an exterior handle, and it's not suited...
0:31:14 > 0:31:16There's no way to stop it from getting caught in the wind.
0:31:16 > 0:31:20And we've reached an agreement with the Peabody Trust to replace it
0:31:20 > 0:31:22with sliding glass doors,
0:31:22 > 0:31:24but rather than having them fix it
0:31:24 > 0:31:26they gave me money and said, "Do it yourself."
0:31:26 > 0:31:29And I'm not comfortable with that risk,
0:31:29 > 0:31:32because the exterior's technically their remit.
0:31:32 > 0:31:35- Did you take the money?- I did, because at that point they were...
0:31:35 > 0:31:39it was take it or leave it and it's like, what am I supposed to do?
0:31:39 > 0:31:43Why didn't you say, "Keep your cheque, put the doors in."
0:31:43 > 0:31:47I said that. I said that repeatedly, I said, "This is not acceptable.
0:31:47 > 0:31:50"This is not acceptable."
0:31:50 > 0:31:52And again, three years...
0:31:52 > 0:31:56It's hopeless, they're not doing anything.
0:31:56 > 0:31:59And at that point, because I wanted my life to go on,
0:31:59 > 0:32:01it's like, all right, fine.
0:32:01 > 0:32:06If no-one's going to do this, I'm going to have to accept this risk
0:32:06 > 0:32:09because they just won't. They flat out refused.
0:32:09 > 0:32:12Even though contractually, it's their responsibility.
0:32:12 > 0:32:16'Although he probably shouldn't have accepted Peabody's cheque,'
0:32:16 > 0:32:18I can understand why Brendan didn't want the hassle
0:32:18 > 0:32:20of replacing the door himself.
0:32:20 > 0:32:23The same is true of the floors, windows and fascias.
0:32:23 > 0:32:25He just wants his concerns addressed.
0:32:25 > 0:32:28You've been trying to sort this out for years now, haven't you?
0:32:28 > 0:32:31- Yeah.- OK, let's see what I can do, try and help speed that up.
0:32:31 > 0:32:35- I'd appreciate that, absolutely.- OK, do you want to show me out, then?
0:32:35 > 0:32:38'Let's hope we get a response from Peabody soon.'
0:32:43 > 0:32:45Do you remember these old dinosaurs?
0:32:45 > 0:32:47VHS video tapes?
0:32:47 > 0:32:51Well, thanks to DVDs and online video they're now old hat,
0:32:51 > 0:32:54but there are still plenty of people out there using them.
0:32:55 > 0:32:59Michelle bought a VHS player for her elderly mother Penny,
0:32:59 > 0:33:01who sadly has recently passed away.
0:33:02 > 0:33:05In her later years Penny found stairs difficult
0:33:05 > 0:33:07so used to enjoy watching her favourite programmes
0:33:07 > 0:33:09on the VHS player in her bedroom.
0:33:09 > 0:33:13So when the old machine broke, Michelle went online
0:33:13 > 0:33:15to try and order a replacement.
0:33:15 > 0:33:18At the time only two companies made VCR recorders,
0:33:18 > 0:33:21because of the switchover to DVDs.
0:33:21 > 0:33:23I started looking on Amazon,
0:33:23 > 0:33:28who I buy quite a lot of stuff with, so decided to purchase one there.
0:33:28 > 0:33:30And Michelle was reassured it came with
0:33:30 > 0:33:33a 12-month warranty as standard.
0:33:33 > 0:33:36The warranty is important if the product goes wrong,
0:33:36 > 0:33:41so you assume that it can be repaired, replaced,
0:33:41 > 0:33:43and under the Sale of Goods Act,
0:33:43 > 0:33:46one does expect it to last more than 12 months
0:33:46 > 0:33:48if you've paid a good price for it.
0:33:48 > 0:33:53Satisfied with her choice, she ordered the £195 machine.
0:33:54 > 0:33:59The VCR that I ordered arrived within 48 hours
0:33:59 > 0:34:01of placing the order.
0:34:01 > 0:34:04Once I had shown my mum how to use the remote control
0:34:04 > 0:34:09and explained the buttons, she just put the tape in and got on with it.
0:34:09 > 0:34:13However, five months later Michelle began noticing
0:34:13 > 0:34:16lines on the screen when watching tapes.
0:34:16 > 0:34:19I thought initially that it was dirty tape heads,
0:34:19 > 0:34:23'and I actually contacted the manufacturer's helpline to ask them,
0:34:23 > 0:34:29'and they asked me to get a suitable quality tape head cleaner,'
0:34:29 > 0:34:32which I did. Made no difference at all.
0:34:32 > 0:34:34So she contacted Amazon, who sent out a replacement
0:34:34 > 0:34:36the very next day.
0:34:36 > 0:34:40The replacement VCR was exactly the same make and model number,
0:34:40 > 0:34:45so it was easy to set up and I knew exactly how to use it.
0:34:45 > 0:34:49Great. But eight months later the replacement machine
0:34:49 > 0:34:52began to display some familiar picture problems.
0:34:52 > 0:34:55The problems were exactly the same as the previous one
0:34:55 > 0:34:58with poor picture quality and poor sound quality.
0:34:58 > 0:35:00So I immediately suspected
0:35:00 > 0:35:03that there was something with the tape heads.
0:35:03 > 0:35:07But this time Michelle got a very different response from Amazon.
0:35:07 > 0:35:11'They immediately started to say that it was out of warranty
0:35:11 > 0:35:14'and it was my problem.'
0:35:14 > 0:35:19I was furious because as far as I was concerned,
0:35:19 > 0:35:22the replacement machine was just over eight months old,
0:35:22 > 0:35:25so how could it be out of warranty?
0:35:25 > 0:35:28Amazon pointed out that the 12-month warranty
0:35:28 > 0:35:30began from the date Michelle bought the first VCR machine
0:35:30 > 0:35:32and had now expired.
0:35:32 > 0:35:36This case raises a rather interesting issue.
0:35:36 > 0:35:40If you're given a replacement because an item is faulty,
0:35:40 > 0:35:42when does the warranty start?
0:35:42 > 0:35:44From the original date of purchase?
0:35:44 > 0:35:46Or from the date you received the replacement?
0:35:46 > 0:35:50If you have a product repaired or replaced during the warranty period
0:35:50 > 0:35:52that you have, the warranty doesn't actually refresh.
0:35:52 > 0:35:57So say you bought something in 2013 and the warranty lasted until 2015,
0:35:57 > 0:36:00that is when the warranty period would end.
0:36:00 > 0:36:02It wouldn't continue on after you have had that product
0:36:02 > 0:36:04repaired or placed.
0:36:04 > 0:36:07But in Michelle's case she twice had the exact same problem
0:36:07 > 0:36:10with the exact same product.
0:36:10 > 0:36:12If a product continues to break down
0:36:12 > 0:36:15it should be replaced in full altogether.
0:36:15 > 0:36:18There's clearly a manufacturer's fault that can't be fixed
0:36:18 > 0:36:21and so they should get a brand-new product at the end of that.
0:36:21 > 0:36:24Canny consumer that she is, Michelle did some research
0:36:24 > 0:36:27to find out if the problem with her VCR was a known fault.
0:36:29 > 0:36:32'I started to contact other retailers in the UK'
0:36:32 > 0:36:35to see whether they still stocked the same model,
0:36:35 > 0:36:40and only to be told that they no longer stocked recorders
0:36:40 > 0:36:44because of the number of faults that their customers had encountered.
0:36:44 > 0:36:48Armed with this information, Michelle went back to Amazon.
0:36:48 > 0:36:52I followed my phone call up with an immediate e-mail,
0:36:52 > 0:36:57and said that I wasn't satisfied and as far as I was concerned,
0:36:57 > 0:37:02the item was faulty and it was a component part that was faulty
0:37:02 > 0:37:05due to the manufacturing.
0:37:06 > 0:37:08Amazon were soon back in touch.
0:37:09 > 0:37:12The first e-mail response I got from Amazon
0:37:12 > 0:37:18was offering me either £40 in Amazon vouchers or a £30 cash refund,
0:37:18 > 0:37:21which I really wasn't prepared to accept.
0:37:22 > 0:37:26After several more e-mail exchanges Amazon eventually increased
0:37:26 > 0:37:30the offer to £50, which Michelle reluctantly accepted,
0:37:30 > 0:37:33despite the fact that the VCR cost £195.
0:37:34 > 0:37:39It does mean, however, I will never make a major purchase with Amazon
0:37:39 > 0:37:45again, and I also will be very careful at looking at guarantees.
0:37:47 > 0:37:50Michelle has since heard from the manufacturer of the VCR,
0:37:50 > 0:37:53who have said they will replace her faulty machine with a new one.
0:37:55 > 0:37:57We contacted Amazon and they said,
0:37:57 > 0:38:01"Should a product become defective in the first 12 months from date
0:38:01 > 0:38:04"of purchase, the item can be returned to us for a full refund.
0:38:05 > 0:38:08"Thereafter, we will take into consideration all facts
0:38:08 > 0:38:12"and circumstances on a case-by-case basis to provide
0:38:12 > 0:38:15"a fair solution for our customers."
0:38:24 > 0:38:27For many, shared ownership schemes offer an affordable way
0:38:27 > 0:38:29to get a foot on the property ladder,
0:38:29 > 0:38:33but not everyone has found it the perfect solution.
0:38:34 > 0:38:38The money I've spent over the years paying the mortgage,
0:38:38 > 0:38:42paying the service charge, paying the rent,
0:38:42 > 0:38:44I could have had a mortgage
0:38:44 > 0:38:47and had a place outright and paid less.
0:38:47 > 0:38:51Pat and neighbours Matthew and his wife are unhappy with the cost
0:38:51 > 0:38:55of their service charges for work they don't feel has been done.
0:38:55 > 0:38:59We don't get a say in whether we believe that needs to be done, etc.
0:38:59 > 0:39:02They'll tell us it needs to be done and we foot the bill, basically.
0:39:02 > 0:39:05The residents are hopeful of some progress, though.
0:39:05 > 0:39:08A2 Dominion have agreed to meet them all
0:39:08 > 0:39:10face-to-face to discuss their issues.
0:39:10 > 0:39:13We'd like a bit of transparency and to actually see the costings
0:39:13 > 0:39:16and see bills, quotes, estimates.
0:39:16 > 0:39:19I think we should be given the option to carry it out ourselves.
0:39:19 > 0:39:22Some of us that live here are in the building trade
0:39:22 > 0:39:24and may be able to do it for next to nothing.
0:39:24 > 0:39:28In central London, Brendan is frustrated that a series of problems
0:39:28 > 0:39:31with the fit and finish of his new build apartment
0:39:31 > 0:39:34haven't been addressed by housing association Peabody.
0:39:34 > 0:39:37Those problems persist and I'm constantly reminded
0:39:37 > 0:39:40of the difficulty and the problems with the house.
0:39:40 > 0:39:45And that takes away from the pleasure, the home.
0:39:45 > 0:39:48Brendan is very keen to resolve his dispute with Peabody Trust
0:39:48 > 0:39:51and get his flat sorted once and for all.
0:39:51 > 0:39:53Isn't that what we'd all want?
0:39:53 > 0:39:56At least we're moving in the right direction.
0:39:56 > 0:39:59'We've sent Peabody the findings from our independent surveyor
0:39:59 > 0:40:02'who said he thought there weren't enough fixings installed
0:40:02 > 0:40:05'on the fascia panels and suggested the windows
0:40:05 > 0:40:09'have been set too far forward, creating a cold bridging effect.
0:40:09 > 0:40:13'It's been a week since we sent over these findings.'
0:40:14 > 0:40:16I think it's time to give Peabody Trust a ring.
0:40:20 > 0:40:23Hi, it's Dominic Littlewood from the BBC.
0:40:23 > 0:40:25'I'm through to my contact at Peabody
0:40:25 > 0:40:28'and I'm keen to hear their thoughts on what the surveyor has said.'
0:40:28 > 0:40:30It might be the case in Mr Parker's flat that those
0:40:30 > 0:40:33windows have been set too far forward.
0:40:33 > 0:40:36He does seem to think that could be what's helping towards condensation.
0:40:36 > 0:40:39'He tells me their development team are looking into what the report
0:40:39 > 0:40:42'has said about the windows and fascias
0:40:42 > 0:40:44'and will have a response for us soon.'
0:40:44 > 0:40:47OK. It's working its way through the system as we speak, is it?
0:40:47 > 0:40:49'But there is news on the floor.
0:40:49 > 0:40:51'He tells me Peabody have commissioned a complete
0:40:51 > 0:40:53'new investigation into the flooring.'
0:40:53 > 0:40:56Do you know when that new report's being done?
0:40:56 > 0:40:58'He tells me the inspection will open the floor to look
0:40:58 > 0:41:02'at the structure and will carry out any necessary remedial works.'
0:41:02 > 0:41:04Smashing. As far as the other issues are concerned,
0:41:04 > 0:41:06the cold bridging, etc, you're going to have a chat
0:41:06 > 0:41:09with the development team and see if we can work out what will happen.
0:41:09 > 0:41:11Thanks, then. Bye-bye. Bye-bye.
0:41:12 > 0:41:15Just two days later, Peabody's response comes through
0:41:15 > 0:41:17and we've passed it on to Brendan.
0:41:20 > 0:41:22The e-mail explains that the mould
0:41:22 > 0:41:25and condensation in Brendan's windows could be improved by
0:41:25 > 0:41:30regular cleaning and maintenance of the filter and ventilation systems.
0:41:31 > 0:41:33However, following our surveyor's observations,
0:41:33 > 0:41:36Peabody has also agreed to carry out a joint inspection
0:41:36 > 0:41:38of the windows by their own surveyor,
0:41:38 > 0:41:41the buildings' contractors and architects,
0:41:41 > 0:41:44and the manufacturers of the windows themselves.
0:41:44 > 0:41:48Peabody has also agreed to repair or replace the external fascia
0:41:48 > 0:41:51once access to the property is agreed with Brendan.
0:41:54 > 0:41:56They've also told us that,
0:41:56 > 0:41:59"The building went through a rigorous design process
0:41:59 > 0:42:03"and gained NHBC certification as well as building control sign off.
0:42:04 > 0:42:07It says, "It is Mr Parker's choice to replace the door
0:42:07 > 0:42:10"and won't fit it as it's not defective."
0:42:10 > 0:42:14"It is common not to have handles on the outside of terrace doors.
0:42:14 > 0:42:18Peabody also says it will, "Always have responsibility for repairs
0:42:18 > 0:42:21"and maintenance to the exterior of the property."
0:42:21 > 0:42:25For Brendan the promise that Peabody is going to work with him to
0:42:25 > 0:42:30address the issues with his property is the news he's been hoping for.
0:42:30 > 0:42:35'I don't think words could convey just how much Dom has accomplished'
0:42:35 > 0:42:41because, to have a home...it's everyone's dream.
0:42:41 > 0:42:44To finally get that after so many years of fighting...
0:42:45 > 0:42:47..that's the world.
0:42:53 > 0:42:55I think that's a pretty decent result.
0:42:55 > 0:42:58Peabody Trust have said they're going to investigate the windows
0:42:58 > 0:43:01and floors and sort them out and to fix those fascia boards,
0:43:01 > 0:43:05which leaves Brendan to enjoy that flat and his wonderful views.