0:00:02 > 0:00:06We asked you to tell us who's left you feeling ripped off
0:00:06 > 0:00:08and you contacted us in your thousands -
0:00:08 > 0:00:13by post, email, even stopping us on the streets.
0:00:13 > 0:00:15And the message could not be clearer.
0:00:15 > 0:00:18Things weren't right - it was costing me time and money.
0:00:18 > 0:00:20And it was like, does anybody listen?
0:00:20 > 0:00:21But, unfortunately,
0:00:21 > 0:00:24I think these companies are more motivated by their share price
0:00:24 > 0:00:26than by actually looking after the customers.
0:00:26 > 0:00:28You've told us that with money tighter than ever,
0:00:28 > 0:00:32you need to make sure that every pound you spend is worth it.
0:00:32 > 0:00:35How do I get my money back? Cos I just think I'm entitled to it.
0:00:35 > 0:00:40So whether it's a deliberate rip-off, a simple mistake
0:00:40 > 0:00:43or a catch in the small print, we'll find out why
0:00:43 > 0:00:46you're out of pocket and what you can do about it.
0:00:46 > 0:00:49Keep asking the questions. Go to the top if you have to.
0:00:49 > 0:00:53We do get results, I mean, that's the interesting thing.
0:00:53 > 0:00:56Your stories. Your money. This is Rip-Off Britain.
0:00:58 > 0:01:01Hello and welcome to Rip-Off Britain,
0:01:01 > 0:01:04the series that really battles on your behalf
0:01:04 > 0:01:05when maybe nobody else will
0:01:05 > 0:01:08and you feel that you've really been let down
0:01:08 > 0:01:10and then we try to get to the bottom of why it is
0:01:10 > 0:01:14that all too often you just have not ended up with what you expected.
0:01:14 > 0:01:17All the stories we investigate come directly from you
0:01:17 > 0:01:19and the ones we're going to be hearing about today
0:01:19 > 0:01:21have something else in common.
0:01:21 > 0:01:24They each involve unexpected and serious problems
0:01:24 > 0:01:26that have come up after moving house.
0:01:26 > 0:01:29Let's face it, the whole process of moving
0:01:29 > 0:01:31can be stressful enough at the best of times,
0:01:31 > 0:01:33so the last thing you need
0:01:33 > 0:01:36is to suddenly find that all is not what it seemed with your new home.
0:01:36 > 0:01:40Especially if, as a result, you're going to end up out of pocket.
0:01:42 > 0:01:43Coming up,
0:01:43 > 0:01:46the energy efficient homes costing their owners the earth.
0:01:46 > 0:01:51Over Christmas it very quickly became £10 a day.
0:01:51 > 0:01:56And the choice was, we eat or we keep warm.
0:01:58 > 0:02:00And we're on the road and on the case,
0:02:00 > 0:02:04solving more of your problems at our pop-up shop.
0:02:04 > 0:02:08Here's a problem that already quite a few of you have told us about,
0:02:08 > 0:02:12but it is possible that a lot more of you could be affected, too.
0:02:12 > 0:02:16Brand new homes right across Britain have been fitted with
0:02:16 > 0:02:20a system that its makers describe as, "The most efficient
0:02:20 > 0:02:23"and cost effective way to heat a home."
0:02:23 > 0:02:24Well, if that's the case,
0:02:24 > 0:02:27why are some of the people who have this system
0:02:27 > 0:02:32being sent electricity bills that are hundreds of pounds higher than they expected?
0:02:32 > 0:02:36Which means, in the case of the family that we're about to meet,
0:02:36 > 0:02:40having to choose between paying for food or keeping warm.
0:02:43 > 0:02:45Loves Farm is a 160-acre,
0:02:45 > 0:02:48affordable housing development in rural Cambridgeshire.
0:02:48 > 0:02:52An idyll for eco-friendly living.
0:02:52 > 0:02:54At least, that was the idea.
0:02:54 > 0:02:56Come on then. What pieces can we find?
0:02:56 > 0:02:58Samantha Claussen, her construction worker husband
0:02:58 > 0:03:03and their children were some of the first to move in, in May 2010.
0:03:03 > 0:03:07They were delighted at the prospect of living in their brand new energy-efficient home,
0:03:07 > 0:03:10which they rent from a housing association.
0:03:10 > 0:03:11Well done!
0:03:11 > 0:03:15We'd been repossessed in our previous home due to the recession,
0:03:15 > 0:03:18so to be offered this house on this new estate
0:03:18 > 0:03:20was a dream come true for us.
0:03:22 > 0:03:26With another child on the way and the family counting every penny,
0:03:26 > 0:03:31there was one particular feature of the house that seemed especially appealing.
0:03:31 > 0:03:34We were told we had a great heating system
0:03:34 > 0:03:36that was going to be economical,
0:03:36 > 0:03:40and it was going to be green, which was perfect.
0:03:40 > 0:03:44We had a report telling us that it was going to be around £500 a year
0:03:44 > 0:03:46for our heating and hot water.
0:03:46 > 0:03:49It couldn't have been better really.
0:03:49 > 0:03:50And you can see why she'd think that.
0:03:50 > 0:03:54The Energy Performance Certificate that came with the house
0:03:54 > 0:03:57couldn't have been clearer about how much they could expect to pay.
0:03:57 > 0:04:05So, there was no need for the family to dread the arrival of their first electricity bill two months later.
0:04:05 > 0:04:07Or so they thought.
0:04:07 > 0:04:10When our first electricity bill came through for £252 -
0:04:10 > 0:04:14that was for just under two months - we were horrified.
0:04:14 > 0:04:16At that rate, in another two months
0:04:16 > 0:04:19their electricity would have cost them
0:04:19 > 0:04:24well over what they'd been told they'd be paying for the whole year's supply.
0:04:24 > 0:04:28Not quite as friendly, either to the environment or their pocket,
0:04:28 > 0:04:30as they'd been led to believe.
0:04:30 > 0:04:34So why were their bills so much higher than predicted?
0:04:34 > 0:04:36Sam's house, like the rest of the estate,
0:04:36 > 0:04:40was fitted with a heating system made by a company called NIBE.
0:04:41 > 0:04:45Called an exhaust air source heat pump,
0:04:45 > 0:04:47it replaces the need for a gas boiler,
0:04:47 > 0:04:52but performs the same function using electricity instead of gas.
0:04:52 > 0:04:56It works by taking the heat from the waste air leaving your house
0:04:56 > 0:04:58and then pumps it back into your home
0:04:58 > 0:05:01to help provide heating and hot water.
0:05:02 > 0:05:07Very clever. And, all being well, extremely energy efficient.
0:05:07 > 0:05:10But Sam's certainly wasn't.
0:05:10 > 0:05:12She spoke to her housing association
0:05:12 > 0:05:15who arranged for an engineer to visit.
0:05:15 > 0:05:18The engineer came out to see us
0:05:18 > 0:05:21and he told us that our ducts in the ceiling,
0:05:21 > 0:05:23which recycle the warm air,
0:05:23 > 0:05:27were not open properly and therefore not working.
0:05:27 > 0:05:31At first, it seemed the explanation was that their eco-efficient system
0:05:31 > 0:05:35had not been set up properly and, as a result,
0:05:35 > 0:05:39the family's bills were almost four times higher than expected.
0:05:39 > 0:05:41So, with the problem seemingly solved,
0:05:41 > 0:05:44Sam was reassured that she'd soon be getting much smaller bills.
0:05:44 > 0:05:48We set our direct debit for around £75 a month
0:05:48 > 0:05:51and we felt that would more than cover what we needed.
0:05:52 > 0:05:56But an unexpected call from her electricity company
0:05:56 > 0:05:59soon proved that the problem had not been resolved at all.
0:05:59 > 0:06:04Sam was told that her direct debit was not covering her costs
0:06:04 > 0:06:08and, in fact, she was building up a big debt.
0:06:08 > 0:06:11We owed in the region of £1,500.
0:06:11 > 0:06:16Our only choice was to pay half of that or go on a key meter.
0:06:16 > 0:06:20Once we were put onto a key meter it became absolutely clear
0:06:20 > 0:06:22that this system was far from economical
0:06:22 > 0:06:26and was, in fact, costing us a fortune to run.
0:06:26 > 0:06:29Soon, Sam was struggling to keep with her bills
0:06:29 > 0:06:33and was forced to make some very difficult decisions.
0:06:33 > 0:06:38Over Christmas, it very quickly became £10 a day,
0:06:38 > 0:06:41and I was horrified.
0:06:41 > 0:06:45In fact, when I realised this, I turned our heating off
0:06:45 > 0:06:51and the choice was, we eat or we keep warm.
0:06:51 > 0:06:52And across the estate
0:06:52 > 0:06:56other residents were facing similarly tough choices.
0:06:56 > 0:07:02Their houses had also been fitted with the same apparently energy-efficient heating system,
0:07:02 > 0:07:04yet they too were being hit with huge energy bills.
0:07:04 > 0:07:06Instead of saving them money,
0:07:06 > 0:07:10the heating system was actually costing them a lot more.
0:07:10 > 0:07:13Most estates, people talk about the weather, daily things.
0:07:13 > 0:07:16On this estate, we all talk about the NIBE boilers.
0:07:16 > 0:07:17It's very expensive,
0:07:17 > 0:07:20it doesn't do what it's supposed to do, to be honest.
0:07:20 > 0:07:22I've ended in tears, plenty of occasions,
0:07:22 > 0:07:25on the phone to my electric company when they're saying,
0:07:25 > 0:07:28"You've got to pay this," and I'm saying, "I physically can't."
0:07:28 > 0:07:31In the system's user guide,
0:07:31 > 0:07:36manufacturers NIBE say that it's designed to run 24 hours a day,
0:07:36 > 0:07:40which is the most efficient and cost-effective way to heat a home.
0:07:40 > 0:07:44That's why it's become a popular choice with developers,
0:07:44 > 0:07:48who are now legally obliged to make new-build houses more green.
0:07:48 > 0:07:52So how could a system that's supposed to be more economical
0:07:52 > 0:07:56instead be forcing people into debt with their energy providers?
0:07:56 > 0:07:58Experts who've looked at this system have told us
0:07:58 > 0:08:04that its main pump simply is not big enough to heat most UK homes.
0:08:04 > 0:08:09As a result, its back-up immersion heater can kick in.
0:08:09 > 0:08:12And though that's only supposed to be used sparingly,
0:08:12 > 0:08:14in the homes of Sam and her neighbours,
0:08:14 > 0:08:17it seems to be doing most of the job.
0:08:17 > 0:08:22Using much more electricity and causing very high bills.
0:08:23 > 0:08:25So why did the housing association
0:08:25 > 0:08:28agree to this system being fitted in the first place?
0:08:28 > 0:08:31NIBE came down, did presentations to our technical staff,
0:08:31 > 0:08:37provided us with comparable information of how their system costs
0:08:37 > 0:08:41weighed against conventional electric and gas systems,
0:08:41 > 0:08:44gave us examples of heating bills from the system
0:08:44 > 0:08:47which was claimed to already be in use,
0:08:47 > 0:08:49all of which was quite convincing.
0:08:49 > 0:08:53And it's just that the subsequent experience of our tenants
0:08:53 > 0:08:55was that none of this was the case.
0:08:55 > 0:08:59The housing association is so concerned about the effect
0:08:59 > 0:09:01that all of this has had on residents like Sam,
0:09:01 > 0:09:07it's paid out over £45,000 so far, to help with their high bills.
0:09:07 > 0:09:12We understand that our residents are very angry, in some cases,
0:09:12 > 0:09:14about the experiences that they've been through
0:09:14 > 0:09:19because of the NIBE system and rightly so, frankly.
0:09:19 > 0:09:24We as a housing association are very, very frustrated
0:09:24 > 0:09:28that our residents have had to experience all of this
0:09:28 > 0:09:31and that it has taken far too long to get it resolved
0:09:31 > 0:09:33with NIBE and with the contractors.
0:09:33 > 0:09:36We spoke to manufacturer NIBE.
0:09:36 > 0:09:39And they told us that though they're concerned
0:09:39 > 0:09:43to hear about individual cases where consumers are unhappy,
0:09:43 > 0:09:49there are many thousands of exhaust air heat pumps in use across the UK
0:09:49 > 0:09:54and independent research shows them to be both effective and economic.
0:09:54 > 0:09:55As far as they're concerned,
0:09:55 > 0:10:00any problems are almost always due to poor specification,
0:10:00 > 0:10:05installation or maintenance, and not the systems themselves.
0:10:05 > 0:10:09NIBE are adamant that they did not give the housing association
0:10:09 > 0:10:12any information as to the expected running costs of the units
0:10:12 > 0:10:18and they thoroughly reject any allegation of misrepresentation.
0:10:18 > 0:10:20They say they were given the wrong specifications
0:10:20 > 0:10:23for around 12 properties at Loves Farm,
0:10:23 > 0:10:27and that residents were not trained in using the system.
0:10:27 > 0:10:30So, while they don't consider themselves responsible,
0:10:30 > 0:10:32they say they are working hard
0:10:32 > 0:10:36to ensure these problems are resolved quickly.
0:10:36 > 0:10:40Meanwhile, the development company that installed the NIBE system at Love Farm
0:10:40 > 0:10:43agrees that not all were correctly fitted
0:10:43 > 0:10:49and says that they're pursuing every avenue to find a satisfactory solution.
0:10:49 > 0:10:52- Where's the digger? - There.- Well done.
0:10:52 > 0:10:56For Sam, that can't come soon enough.
0:10:56 > 0:11:01Already struggling with the effects of this for the last two years,
0:11:01 > 0:11:05she's desperate for it to be sorted out before another winter comes.
0:11:05 > 0:11:11We have had to make stark choices between heating and other costs.
0:11:11 > 0:11:16We have other bills that we've had to pay later.
0:11:16 > 0:11:20We have small children who deserve to be warm and have hot water
0:11:20 > 0:11:23and that's not something I have always been able to provide for them
0:11:23 > 0:11:26and that's not right.
0:11:26 > 0:11:30Well, later in the programme, we'll be visiting another estate
0:11:30 > 0:11:32that's had exactly the same problem
0:11:32 > 0:11:35and discovering what happened there when the residents decided
0:11:35 > 0:11:39that, frankly, they were not prepared to put up with it any longer.
0:11:42 > 0:11:46Next, a couple who had a plan to create a house with a difference
0:11:46 > 0:11:49in one of the most beautiful parts of the country.
0:11:49 > 0:11:52But after they chose one particular company to help,
0:11:52 > 0:11:56not only has their grand design come to nothing,
0:11:56 > 0:11:59they've ended losing tens of thousands of pounds.
0:12:02 > 0:12:07The isle of Gigha off the west coast of Scotland may be cut off from the mainland,
0:12:07 > 0:12:11but nowhere is too remote to end up losing your money.
0:12:11 > 0:12:14As Tony Philpin and his partner Jayne have found out
0:12:14 > 0:12:18after coming up with an ambitious plan to completely change their life.
0:12:19 > 0:12:24Well, we decided that in 2005/2006
0:12:24 > 0:12:28that the entire life savings
0:12:28 > 0:12:31were going to be put into a sort of fairly major project
0:12:31 > 0:12:34to build ourselves a sustainable house.
0:12:34 > 0:12:37They'd build that sustainable house from a kit
0:12:37 > 0:12:40which would be sent to them to construct on site
0:12:40 > 0:12:42once they'd laid the foundations.
0:12:42 > 0:12:44Utility in here.
0:12:44 > 0:12:48Jayne and Tony knew the project would involve hard work and dedication.
0:12:48 > 0:12:51But the prospect of creating an eco-friendly home
0:12:51 > 0:12:55in such a beautiful setting made that all seem worthwhile
0:12:57 > 0:13:03They thought they'd found the perfect company to help them realise their grand design -
0:13:03 > 0:13:06the Glasgow-based SIPit Scotland.
0:13:06 > 0:13:08They'd make and store the kit off-site,
0:13:08 > 0:13:12while Jayne and Tony worked on the foundations on-site.
0:13:12 > 0:13:14But after two years of planning,
0:13:14 > 0:13:16when they finally came to sign the contract,
0:13:16 > 0:13:20they noticed the company name was slightly different.
0:13:20 > 0:13:24We had been dealing with SIPit Scotland for a couple of years
0:13:24 > 0:13:27and then discovered when it came to the contract stage
0:13:27 > 0:13:29that we were dealing with the Sip Construction Company.
0:13:31 > 0:13:34The couple spoke to the company director who reassured them
0:13:34 > 0:13:37that, though SIPit Scotland had now ceased trading,
0:13:37 > 0:13:40the new company would complete the job in the same way.
0:13:40 > 0:13:43So Tony and Jayne agreed to pay £55,000,
0:13:43 > 0:13:46with the first 10% due immediately.
0:13:48 > 0:13:53But bad weather soon caused their on-site preparations to be delayed.
0:13:53 > 0:13:58We had the worst winter here for, I think, 60 years,
0:13:58 > 0:14:01as some of our older friends were telling us,
0:14:01 > 0:14:05and that meant that we basically couldn't do any work on-site for six months.
0:14:07 > 0:14:10But that didn't mean the whole project needed to be held up.
0:14:10 > 0:14:13The agreement had been that the SIPit Construction Company
0:14:13 > 0:14:17would make the kit at their headquarters,
0:14:17 > 0:14:19and keep it there till it was needed.
0:14:19 > 0:14:23So the couple paid the next £20,000 instalment,
0:14:23 > 0:14:25confident things were still on track
0:14:25 > 0:14:28and that they could concentrate on getting the foundations ready.
0:14:31 > 0:14:33The couple's preparations were complete.
0:14:33 > 0:14:37The company's boss, Tim Allan, visited the site
0:14:37 > 0:14:39to check the logistics for delivery
0:14:39 > 0:14:45and Tony and Jayne paid another £16,000 ready for that to happen.
0:14:45 > 0:14:48As soon as he'd received our 16,000 payment,
0:14:48 > 0:14:53he became extremely difficult to get hold of and we rang,
0:14:53 > 0:14:59emailed and tried ringing his mobile - no reply.
0:14:59 > 0:15:02we spoke to his assistant on several occasions.
0:15:02 > 0:15:07But then on 4th December, they received an email and text
0:15:07 > 0:15:10scheduling the first delivery for the very next day.
0:15:10 > 0:15:12This has got to come down.
0:15:12 > 0:15:14When the first parts of the kit arrived,
0:15:14 > 0:15:18the couple were surprised that there appeared to be pieces missing.
0:15:18 > 0:15:21But it was another delivery four days later
0:15:21 > 0:15:23that really upset Tony and Jayne.
0:15:23 > 0:15:27We had a late post on Friday and Tony was in the yard
0:15:27 > 0:15:32and I just looked and I just thought, "Oh, my god!"
0:15:32 > 0:15:36and just shouted to him that this letter from the accountant
0:15:36 > 0:15:39said that he had ceased trading.
0:15:41 > 0:15:43So Tony and Jayne haven't got their house
0:15:43 > 0:15:46or the money they handed over for it
0:15:46 > 0:15:48and it seems there's not a lot they can do about it.
0:15:50 > 0:15:53When a company like this stops trading and has no assets,
0:15:53 > 0:15:57it means creditors like Tony and Jayne are unlikely to get their money back.
0:15:57 > 0:16:01And because their contract was with a private limited company
0:16:01 > 0:16:02and not an individual,
0:16:02 > 0:16:05they can't pursue the company director for it either.
0:16:05 > 0:16:08It's left us feeling that the law,
0:16:08 > 0:16:12which should protect us, has actually sold us down the river.
0:16:15 > 0:16:20We contacted Sip Construction's managing director, Tim Allan,
0:16:20 > 0:16:23who says the company had to cease trading after incurring
0:16:23 > 0:16:28numerous bad debts during extremely poor economic trading conditions.
0:16:28 > 0:16:32He was unable to raise further funds to allow the business to continue,
0:16:32 > 0:16:35but says he fully appreciates the implications of all this
0:16:35 > 0:16:38and is extremely disappointed not to have had the opportunity
0:16:38 > 0:16:40to work on this project
0:16:40 > 0:16:41through to completion.
0:16:43 > 0:16:46He disputes details of what Tony and Jayne have told us,
0:16:46 > 0:16:50for example about being hard to get hold of, but hasn't made clear
0:16:50 > 0:16:53whether the remaining parts of the house were ever constructed.
0:16:53 > 0:16:59It's been such hard work so I feel so cheated
0:16:59 > 0:17:02that we can't go much further.
0:17:04 > 0:17:07We've lost over £30,000 from our life savings.
0:17:07 > 0:17:10Now, where do you make that up at our age?
0:17:11 > 0:17:14Well, if you're handing over large sums of money,
0:17:14 > 0:17:15whatever they're for,
0:17:15 > 0:17:19think about whether you'll be protected if things go wrong.
0:17:19 > 0:17:23Remember that paying with a credit card can help with that.
0:17:23 > 0:17:25And if you're dealing with a smaller company
0:17:25 > 0:17:26whose name isn't familiar to you,
0:17:26 > 0:17:30if you can, do your research before handing over your money
0:17:30 > 0:17:33so you find out everything you need to know before it's too late.
0:17:35 > 0:17:40Still to come, a quiet cul-de-sac with beautiful views.
0:17:40 > 0:17:42So what's made some of the people who've moved here
0:17:42 > 0:17:45now wish that they hadn't?
0:17:45 > 0:17:51We felt devastated. All this, um... It just upsets me.
0:17:59 > 0:18:01We're here at the Metrocentre in Gateshead
0:18:01 > 0:18:04where, for one weekend only, we've set up our very own pop-up shop.
0:18:04 > 0:18:08Well, when we say shop, we're not actually selling anything.
0:18:08 > 0:18:12It's more like a kind of clinic for consumers with problems.
0:18:12 > 0:18:14And you know what the great thing about this is?
0:18:14 > 0:18:17That we get an opportunity to meet all of you face to face
0:18:17 > 0:18:20and, where possible, solve your problems on the spot.
0:18:22 > 0:18:23That's good advice, thank you.
0:18:23 > 0:18:26That is definitely the thing to do, and that should solve your problem.
0:18:26 > 0:18:30Ann Marie and her mum have popped in for some advice
0:18:30 > 0:18:33from telecommunications expert Dominic Baliszewski.
0:18:33 > 0:18:37They thought switching broadband companies would be hassle-free,
0:18:37 > 0:18:40but have been left waiting for an authorisation code
0:18:40 > 0:18:42from their existing provider.
0:18:42 > 0:18:45We asked for it about two or three months ago, if not more.
0:18:45 > 0:18:48Nothing's coming through, and we're just getting sick of it now.
0:18:48 > 0:18:52They actually are obliged to give it to you within five working days.
0:18:52 > 0:18:54What you need to do is contact your provider.
0:18:54 > 0:18:55I would do it by writing,
0:18:55 > 0:18:57because you're going to have a record of it then.
0:18:57 > 0:19:00And quote that and say, "You are obliged to provide me
0:19:00 > 0:19:02"with this within five days."
0:19:02 > 0:19:04There's a standard letter on Ofcom's website -
0:19:04 > 0:19:07they're the industry regulator - that you can use,
0:19:07 > 0:19:09you can download and you can send it in.
0:19:09 > 0:19:12If you still have problems, you can contact the industry regulator.
0:19:12 > 0:19:15Every provider has to be registered with one of the two of these,
0:19:15 > 0:19:18and they'll be able to step in and resolve this for you.
0:19:18 > 0:19:20Thanks very much.
0:19:23 > 0:19:25When you're buying a new house,
0:19:25 > 0:19:28you really don't want any nasty surprises later.
0:19:28 > 0:19:31Which presumably is why you pay to have a survey done,
0:19:31 > 0:19:34so that you can find out the worst
0:19:34 > 0:19:37before deciding whether or not to go ahead.
0:19:37 > 0:19:40Well, this next couple did exactly that.
0:19:40 > 0:19:43But even so, there were still serious problems
0:19:43 > 0:19:48that only crawled out of the woodwork after they'd moved in.
0:19:50 > 0:19:54Debbie and Martin Hope like getting their hands dirty.
0:19:55 > 0:19:59So when they were looking for a new home, they wanted a project,
0:19:59 > 0:20:02a place they could look forward to doing up themselves.
0:20:02 > 0:20:06And they soon found the perfect place.
0:20:06 > 0:20:08What attracted us to the house
0:20:08 > 0:20:12was the fact that it was an older style property rather than a modern property,
0:20:12 > 0:20:15so it had character, which is really lovely.
0:20:15 > 0:20:19It felt comfortable. We had lots of space, a big garden.
0:20:20 > 0:20:24It was probably my ideal home.
0:20:25 > 0:20:28Excited at the prospect of moving in, the couple
0:20:28 > 0:20:31were ready to get a survey done to identify potential problems.
0:20:31 > 0:20:34That's important enough with any home, but vital
0:20:34 > 0:20:37with an older house like this one.
0:20:37 > 0:20:40When I was looking for a surveyor, I checked a few out on the internet
0:20:40 > 0:20:43and I came up with one that had a good read-up.
0:20:43 > 0:20:46Debbie and Martin felt reassured by the website
0:20:46 > 0:20:49of the company that they found, which, as well as making
0:20:49 > 0:20:52big promises about their skills and service,
0:20:52 > 0:20:54also proudly displayed the logo
0:20:54 > 0:20:57of the Royal Institute of Chartered Surveyors.
0:20:57 > 0:21:03He was RICS registered and offered a specialised service
0:21:03 > 0:21:08for older properties, which was exactly what we needed.
0:21:08 > 0:21:13We opted for a RICS survey because we thought at the end of the day
0:21:13 > 0:21:17they would be some form of come-back had there been a problem.
0:21:20 > 0:21:23Being registered with RICS means a commitment
0:21:23 > 0:21:26to the highest professional, technical and ethical standards.
0:21:26 > 0:21:28Confident they'd found the man for the job,
0:21:28 > 0:21:32Debbie and Martin booked the company's full survey and report
0:21:32 > 0:21:36at a cost of £646.25.
0:21:36 > 0:21:39I didn't want any surprises, really.
0:21:39 > 0:21:41We just wanted some guarantees that,
0:21:41 > 0:21:44although there might be some work to do, it wouldn't be too much.
0:21:47 > 0:21:50When the survey came back, while making clear it was not
0:21:50 > 0:21:53a definitive statement of every single defect,
0:21:53 > 0:21:57it didn't give Debbie and Martin too much cause for concern.
0:21:57 > 0:22:00It did highlight a number of issues, including
0:22:00 > 0:22:02damp at ground-floor level,
0:22:02 > 0:22:05although the survey said this was not necessarily
0:22:05 > 0:22:07something to be particularly worried about.
0:22:07 > 0:22:12A beetle infestation was described as extensive,
0:22:12 > 0:22:16but relatively easy and inexpensive to put right.
0:22:16 > 0:22:19And though the survey stated that the house needed
0:22:19 > 0:22:21quite substantial refurbishment,
0:22:21 > 0:22:26it said there was nothing seriously wrong with the property.
0:22:26 > 0:22:29So Debbie and Martin bought it.
0:22:29 > 0:22:32But before long, they wished they hadn't.
0:22:32 > 0:22:34We first discovered there was a problem
0:22:34 > 0:22:38when we had people round to put the central heating in.
0:22:38 > 0:22:42When the plumber was installing the pipework,
0:22:42 > 0:22:47he was notching the joists out, and the joists were crumbling away,
0:22:47 > 0:22:49turning into dust. One of the joists
0:22:49 > 0:22:51actually completely disappeared up the hoover.
0:22:51 > 0:22:55It was quite frightening to actually see it happening
0:22:55 > 0:22:59in front of your eyes. I couldn't believe what was going on.
0:23:01 > 0:23:02The survey had been correct
0:23:02 > 0:23:06when it said there was extensive insect infestation.
0:23:06 > 0:23:09But when it suggested that treating it
0:23:09 > 0:23:13would be a precautionary measure and relatively inexpensive,
0:23:13 > 0:23:17it does seem to have rather underestimated the problem.
0:23:17 > 0:23:22All the joists in the whole house have got to be removed and replaced.
0:23:22 > 0:23:26All the lintels that are above the doors and windows
0:23:26 > 0:23:27have all got to be replaced.
0:23:27 > 0:23:29The whole lot's got to be done.
0:23:29 > 0:23:32After spotting other issues that worried them,
0:23:32 > 0:23:36Debbie and Martin called in another surveyor,
0:23:36 > 0:23:38Nick Datson, to take a look.
0:23:38 > 0:23:41And he's come back to explain what he found.
0:23:43 > 0:23:46When I conducted the survey at Debbie and Martin's house
0:23:46 > 0:23:52I found three main issues which should have come up on any survey.
0:23:52 > 0:23:54The first one was the front wall was bowing,
0:23:54 > 0:23:57not to a fantastic degree, but it was bowing,
0:23:57 > 0:24:02which could indicate a lack of lateral restraint to the front wall.
0:24:02 > 0:24:05The second issue was that the rear bedrooms
0:24:05 > 0:24:08have falling floors into the centre of the room.
0:24:09 > 0:24:13Neither of these issues was mentioned in the original survey.
0:24:13 > 0:24:16In fact, it said that the floors were reasonably sturdy and flat,
0:24:16 > 0:24:20although also stressed that floors are
0:24:20 > 0:24:22one of the hardest areas to comment on,
0:24:22 > 0:24:25because the presence of furniture and carpets
0:24:25 > 0:24:28means that defects may be hidden from view.
0:24:28 > 0:24:31And the third thing that most worried Nick
0:24:31 > 0:24:34was the damage caused by that infestation.
0:24:36 > 0:24:37When I conducted my survey,
0:24:37 > 0:24:40Martin showed me a piece of wood from the floors
0:24:40 > 0:24:42where we're standing,
0:24:42 > 0:24:47and it was riddled with woodworm, which would alert the surveyor
0:24:47 > 0:24:52to a problem, potentially, with the joists, if it's in the floor,
0:24:52 > 0:24:57and this could lead to certainly a heightening of your awareness
0:24:57 > 0:25:00that there might be a problem of a bigger nature
0:25:00 > 0:25:02than you can possibly see at present.
0:25:02 > 0:25:05And he thinks the same about the damp.
0:25:05 > 0:25:10So how much does Nick reckon all this would cost to put right?
0:25:10 > 0:25:12From my assessment of this property,
0:25:12 > 0:25:14the cost implications for Debbie and Martin
0:25:14 > 0:25:20could be in the region of £30,000 to £40,000.
0:25:20 > 0:25:22I don't know how we are going to afford it all.
0:25:22 > 0:25:23I don't know what we're going to do.
0:25:23 > 0:25:26I really don't know what we are going to do.
0:25:27 > 0:25:29We made the decision to buy the house
0:25:29 > 0:25:33on what was told us in the survey.
0:25:33 > 0:25:39Had the survey told us the problems that we've recently found,
0:25:39 > 0:25:42we would never have bought the house.
0:25:44 > 0:25:45Debbie and Martin also discovered that,
0:25:45 > 0:25:49despite what they'd read on the company website,
0:25:49 > 0:25:52their surveyor was not registered
0:25:52 > 0:25:55with the Royal Institute of Chartered Surveyors after all.
0:25:55 > 0:25:58Which means that, not only was the reassurance
0:25:58 > 0:26:01they'd got from seeing that logo misplaced,
0:26:01 > 0:26:06but because the institute does not regulate non-members,
0:26:06 > 0:26:08there was very little they could do to sort things out.
0:26:08 > 0:26:12Once we'd informed RICS that the surveyor we had employed
0:26:12 > 0:26:17wasn't actually a member and got them to double-check it,
0:26:17 > 0:26:19they told us they would deal with it
0:26:19 > 0:26:22and make sure that he didn't use the logo any more,
0:26:22 > 0:26:26but there was nothing that they could do to help us other than talk to him.
0:26:28 > 0:26:30When we contacted the company who did the survey,
0:26:30 > 0:26:33they said there will always be restrictions that apply
0:26:33 > 0:26:36to the practicality of doing the job,
0:26:36 > 0:26:37and that it's often only
0:26:37 > 0:26:41when the property has been opened up after purchase
0:26:41 > 0:26:45that the significance of expected defects can be refined.
0:26:45 > 0:26:48They say, in this case, the subsequent problems
0:26:48 > 0:26:51were outside the scope of the survey,
0:26:51 > 0:26:55so it is unfair to say these should have been spotted.
0:26:55 > 0:26:57They insist that the report
0:26:57 > 0:27:02was done totally professionally, thoroughly and diligently,
0:27:02 > 0:27:05and was explicit about the condition of the building,
0:27:05 > 0:27:09the limitations of the survey, and the need for obtaining quotations
0:27:09 > 0:27:12before proceeding with the purchase.
0:27:12 > 0:27:15They disagree with the comments made by surveyor Nick Datson,
0:27:15 > 0:27:17and say that as they were clear
0:27:17 > 0:27:19that the property needed a lot of work,
0:27:19 > 0:27:21Martin and Debbie should have had
0:27:21 > 0:27:24a contingency fund for unexpected items.
0:27:26 > 0:27:29And as for the logo of the Royal Institute of Chartered Surveyors
0:27:29 > 0:27:32that was on the surveyors' website?
0:27:32 > 0:27:33Well, we spoke to RICS,
0:27:33 > 0:27:36who confirmed that any company displaying their logo
0:27:36 > 0:27:41must have at least one employee who is a current RICS member.
0:27:41 > 0:27:46And whilst this firm of surveyors did at one time have this,
0:27:46 > 0:27:50when they carried out Debbie and Martin's survey, they didn't,
0:27:50 > 0:27:52and therefore should not have been using it.
0:27:54 > 0:27:56Although this logo has now been removed,
0:27:56 > 0:27:58it's too late for Debbie and Martin.
0:27:58 > 0:28:01For them, that logo gave them confidence
0:28:01 > 0:28:03in the surveyors that they picked.
0:28:03 > 0:28:06A confidence they now feel was misplaced.
0:28:07 > 0:28:10I've been in tears before, and you've sort of said,
0:28:10 > 0:28:12"Come on, we'll be fine. We'll get through it,"
0:28:12 > 0:28:15but, yeah, it's really upsetting, really upsetting.
0:28:20 > 0:28:24Earlier in the programme, we heard from families whose new homes
0:28:24 > 0:28:27had been fitted with a heating system which they'd hoped
0:28:27 > 0:28:29would bring their bills down,
0:28:29 > 0:28:31but in fact turned out to be pushing them up,
0:28:31 > 0:28:34so much so that some of them told us that they had to make
0:28:34 > 0:28:37tough decisions about whether they could afford to keep warm.
0:28:37 > 0:28:39Well, that same heating system
0:28:39 > 0:28:43has been installed in new estates across the country,
0:28:43 > 0:28:47and one has already been forced into taking drastic action.
0:28:50 > 0:28:53The 69 houses here on the Castlefields Estate in Runcorn
0:28:53 > 0:28:55are among thousands of new homes across the UK
0:28:55 > 0:29:00fitted with what sounds like an ingenious way to heat your home -
0:29:00 > 0:29:04an eco-friendly system that, if used correctly,
0:29:04 > 0:29:07can lead to significant savings in heating costs.
0:29:10 > 0:29:14So why are these homes having them all ripped out?
0:29:16 > 0:29:21When Karen Gerrard moved into her new house here,
0:29:21 > 0:29:23the idea of paying less for her energy
0:29:23 > 0:29:24was a huge part of the appeal.
0:29:24 > 0:29:28I couldn't wait to get a house and a garden, cos I want to start a family,
0:29:28 > 0:29:31and when we heard about the energy efficient and the solar panels,
0:29:31 > 0:29:34I thought, "Well, it's a bonus. It's going to be cheap to live there."
0:29:35 > 0:29:37That was certainly the idea.
0:29:37 > 0:29:41Designed to provide affordable and sustainable housing,
0:29:41 > 0:29:43the homes on the estate were kitted out
0:29:43 > 0:29:47with what's called an exhaust air source heat pump system.
0:29:47 > 0:29:49Made by the Swedish company NIBE,
0:29:49 > 0:29:51it's exactly the same heating system we heard about
0:29:51 > 0:29:54earlier in the programme on an estate in Cambridgeshire.
0:29:54 > 0:29:56And here in Runcorn,
0:29:56 > 0:29:59some residents started experiencing the same problems.
0:29:59 > 0:30:03Instead of saving money as they'd expected,
0:30:03 > 0:30:06Karen and others began receiving huge energy bills.
0:30:06 > 0:30:11Karen was told her electricity would cost around £320 a year.
0:30:11 > 0:30:15But in fact, her bills added up to £1,200.
0:30:15 > 0:30:17I thought, "How are we going to pay that?"
0:30:17 > 0:30:19I thought there must have been a mistake,
0:30:19 > 0:30:21so we phoned the electric company
0:30:21 > 0:30:24and they just didn't even care, really. They just wanted the money.
0:30:24 > 0:30:29Just over the road, Denis Cullen, who pays monthly,
0:30:29 > 0:30:31had also received a bill that was higher than expected.
0:30:31 > 0:30:38I had got a bill for £88, which I thought was a bit extortionate,
0:30:38 > 0:30:40and I was used to a £50 bill.
0:30:41 > 0:30:44As far as the heating would go,
0:30:44 > 0:30:50I was told this property would be approximately three times cheaper
0:30:50 > 0:30:52than any other system.
0:30:52 > 0:30:55And it's because it's considered so cost-effective
0:30:55 > 0:30:56that over the last six years,
0:30:56 > 0:30:59an estimated 15,000 of these NIBE systems
0:30:59 > 0:31:02have been fitted in homes across the country.
0:31:02 > 0:31:06But here at Rip-Off Britain, we've heard from desperate residents
0:31:06 > 0:31:09on estates up and down the UK who've told us that
0:31:09 > 0:31:13their eco-friendly heating has done the opposite of what they'd hoped
0:31:13 > 0:31:16and pushed their bills up instead of down.
0:31:18 > 0:31:20So what's gone wrong?
0:31:20 > 0:31:23Geoff Morgan is an independent heating engineer.
0:31:23 > 0:31:26He says that the system is at its most efficient
0:31:26 > 0:31:29in homes with a very high standard of insulation,
0:31:29 > 0:31:31which is much more the case in Sweden,
0:31:31 > 0:31:35where NIBE is based, than in the UK.
0:31:35 > 0:31:37In a home that isn't insulated so well,
0:31:37 > 0:31:40the system's heat pump may have to work overtime -
0:31:40 > 0:31:43forcing it to rely on the expensive back-up immersion heater.
0:31:43 > 0:31:45When these are used in Sweden,
0:31:45 > 0:31:48the heat losses of the houses
0:31:48 > 0:31:50are much, much less,
0:31:50 > 0:31:52and the heat pump does a much bigger job,
0:31:52 > 0:31:56and the immersion heater does a very small amount of topping up.
0:31:56 > 0:31:59So in the homes that we've heard about,
0:31:59 > 0:32:02a system that residents had hoped was energy efficient
0:32:02 > 0:32:05has turned out to be totally inefficient,
0:32:05 > 0:32:07racking up huge bills in the process.
0:32:09 > 0:32:13On the Castlefields Estate, the level of complaints
0:32:13 > 0:32:14led housing association Plus Dane
0:32:14 > 0:32:18to try to get to the bottom of what was going on.
0:32:18 > 0:32:21But that meant upheaval and uncertainty for residents.
0:32:21 > 0:32:24Different people were telling me different things all the time.
0:32:24 > 0:32:25We had loads of fellas down from,
0:32:25 > 0:32:28I think Sweden, I think they came from,
0:32:28 > 0:32:30saying we were using it wrong,
0:32:30 > 0:32:33and they put meters in every bedroom
0:32:33 > 0:32:35and laptops everywhere and wires everywhere.
0:32:38 > 0:32:40In May 2011, a lifeline was thrown to the residents.
0:32:40 > 0:32:44Plus Dane said that though they didn't accept liability
0:32:44 > 0:32:47for all this, they would pay their electricity bills
0:32:47 > 0:32:49from the time they'd moved in five months earlier.
0:32:49 > 0:32:53It was a huge help. But it didn't solve the problem.
0:32:53 > 0:32:56The bills were still coming in high. I was saying,
0:32:56 > 0:32:59"What are you going to do about these bills?"
0:32:59 > 0:33:03In December 2011, after a year of sky-high bills
0:33:03 > 0:33:05and at the start of another winter,
0:33:05 > 0:33:09the housing association decided to take more drastic action.
0:33:09 > 0:33:11We were called for an emergency meeting,
0:33:11 > 0:33:17and within ten minutes, the manager
0:33:17 > 0:33:20that was sent from Plus Dane
0:33:20 > 0:33:26had agreed that by spring 2012
0:33:26 > 0:33:30the NIBE systems would be taken out.
0:33:31 > 0:33:33Agreeing the system didn't seem to be performing
0:33:33 > 0:33:36the way it was supposed to, in March this year,
0:33:36 > 0:33:39Plus Dane started ripping out all the estate's NIBE heat pumps,
0:33:39 > 0:33:43replacing them with standard gas-fired combi-boilers.
0:33:43 > 0:33:45Although cheaper for the residents to run,
0:33:45 > 0:33:50that came at a cost to the housing association of £145,000.
0:33:50 > 0:33:52And that was on top of the money
0:33:52 > 0:33:54they'd agreed to compensate each household
0:33:54 > 0:33:56until the system was replaced.
0:33:56 > 0:33:59It's a huge relief for residents like Karen.
0:33:59 > 0:34:03I'm so made up that we won't get all these big bills coming in any more.
0:34:03 > 0:34:08It was stressing us out trying to find money to pay the bills.
0:34:08 > 0:34:09It was terrible.
0:34:09 > 0:34:11The housing association's
0:34:11 > 0:34:13told us they're negotiating with all parties involved
0:34:13 > 0:34:16to see how they can recover their costs.
0:34:18 > 0:34:21They say all the indications had been that these systems
0:34:21 > 0:34:25would perform well and achieve the low energy ratings required,
0:34:25 > 0:34:30but the costs were considerably more than the manufacturer claimed.
0:34:32 > 0:34:34Meanwhile, Geoff Morgan is concerned
0:34:34 > 0:34:37that some of the other 15,000 households with the NIBE system
0:34:37 > 0:34:39may also be paying a high price
0:34:39 > 0:34:43for what they thought would be a low-cost energy solution.
0:34:43 > 0:34:45All sorts of people have been persuaded
0:34:45 > 0:34:49to use these systems in the belief they are low running cost.
0:34:49 > 0:34:52At the end of the day, the systems, quite simply,
0:34:52 > 0:34:56have not produced the expectations of running costs.
0:34:57 > 0:35:01But manufacturers NIBE told us they don't promote their systems
0:35:01 > 0:35:03on the basis of cost saving,
0:35:03 > 0:35:05although they insist big savings can be made
0:35:05 > 0:35:07when it's installed and used correctly.
0:35:09 > 0:35:11They disagree with the opinions of Geoff Morgan,
0:35:11 > 0:35:14saying there is ample independent research demonstrating
0:35:14 > 0:35:18the efficiency and effectiveness of this system in the UK,
0:35:18 > 0:35:20and point out that they're one of Europe's leading suppliers
0:35:20 > 0:35:24of heating systems and a leader in renewable technologies.
0:35:25 > 0:35:28They reiterate that when problems occur
0:35:28 > 0:35:29it's almost always due to
0:35:29 > 0:35:32poor specification, installation and maintenance,
0:35:32 > 0:35:35and that residents are often not shown
0:35:35 > 0:35:37how to use the system properly.
0:35:37 > 0:35:39They've suggested incorrect usage
0:35:39 > 0:35:42was a particular problem on this estate, and as such,
0:35:42 > 0:35:44the systems didn't need to be removed.
0:35:47 > 0:35:48But residents like Denis
0:35:48 > 0:35:51say they wish they'd never had it in the first place.
0:35:51 > 0:35:56Somebody somewhere agreed to buy a system
0:35:56 > 0:36:00which they believed would be right for the tenants.
0:36:00 > 0:36:04In fact, the system was completely the opposite.
0:36:05 > 0:36:09If you were choosing what you'd want from your dream home,
0:36:09 > 0:36:11I think a lot of us would put peace and quiet
0:36:11 > 0:36:13and a beautiful view right over countryside
0:36:13 > 0:36:15at the top of our wish list.
0:36:15 > 0:36:19Well, this next group of neighbours were all lucky enough to find that.
0:36:19 > 0:36:21So why just ten months after moving in
0:36:21 > 0:36:25are they now desperate to sell up and move on?
0:36:30 > 0:36:34Millbrook Meadows. An idyllic new housing development
0:36:34 > 0:36:36in Axminster, East Devon.
0:36:36 > 0:36:39For some of the people who live in this sleepy cul-de-sac,
0:36:39 > 0:36:43it's the uninterrupted views of the countryside that make it special.
0:36:44 > 0:36:48In fact, the Reverend Geoff Walsh says it was one of the main reasons
0:36:48 > 0:36:52that he and his wife moved here in January 2011.
0:36:52 > 0:36:55My wife and I were delighted to be able to find this house here
0:36:55 > 0:36:59in a quiet cul-de-sac with the open views
0:36:59 > 0:37:01and the play area for our grandchildren
0:37:01 > 0:37:04when they visit, cos now we've got 15.
0:37:04 > 0:37:07Their neighbour, Pat Bullock, who moved in six months later,
0:37:07 > 0:37:11is among others on the estate who'd say the same thing.
0:37:11 > 0:37:15I moved here in July 2011. My daughter lives down here,
0:37:15 > 0:37:19quite close, and I saw this property and immediately liked it.
0:37:19 > 0:37:22It's got lovely views, top of a cul-de-sac, top of a hill,
0:37:22 > 0:37:23and it's really nice.
0:37:23 > 0:37:27So these residents were horrified to discover in February
0:37:27 > 0:37:30how much all of that was about to change.
0:37:31 > 0:37:34The housing developer Wainhomes was going to build more homes
0:37:34 > 0:37:39right in front of theirs, obstructing their cherished view.
0:37:39 > 0:37:43And their quiet road was going to be altered in other ways, too.
0:37:44 > 0:37:46It was only in February of this year
0:37:46 > 0:37:48when the sales office opened,
0:37:48 > 0:37:51we discovered that it was all going to be happening
0:37:51 > 0:37:54and our cul-de-sac was going to be used as a through road
0:37:54 > 0:37:57and our green area for the children to play on
0:37:57 > 0:38:00was going to be built on with more houses.
0:38:01 > 0:38:03We felt devastated. We had chosen this house
0:38:03 > 0:38:05because of the views and the quietness
0:38:05 > 0:38:10and the access for the grandchildren and the facilities.
0:38:12 > 0:38:15The residents contacted their local planning office,
0:38:15 > 0:38:18who confirmed that a development of 98 properties
0:38:18 > 0:38:21was to be built on the land directly in front of them.
0:38:22 > 0:38:25I moved to be in a quiet end of a cul-de-sac, lovely view,
0:38:25 > 0:38:28but it's now going to be completely different.
0:38:28 > 0:38:31It's really going to destroy the quality of life we have at the moment.
0:38:31 > 0:38:33It was peaceful and quiet, and now it's going to be
0:38:33 > 0:38:38a totally different situation, which I feel very, very let down about.
0:38:38 > 0:38:41So why were the residents so surprised about all this?
0:38:41 > 0:38:46Hadn't the plans been flagged up when they were first considering buying their homes?
0:38:46 > 0:38:49Yes, they were, says the developer, Wainhomes.
0:38:49 > 0:38:53No, they weren't, say the people we've spoken to.
0:38:53 > 0:38:56Or at least, not in a way that meant they understood the full extent
0:38:56 > 0:39:00of the future development and what that might mean for their homes.
0:39:00 > 0:39:02I was told there would be some building,
0:39:02 > 0:39:04but it wouldn't be in my line of vision,
0:39:04 > 0:39:06and I was quite happy with that.
0:39:07 > 0:39:09When big changes happen to where you live,
0:39:09 > 0:39:13the effects could be way beyond what you see through your window.
0:39:13 > 0:39:16Estimates we've seen suggest that
0:39:16 > 0:39:18a house with uninterrupted views like this
0:39:18 > 0:39:23could be worth anything between £14,000 and £34,000 less
0:39:23 > 0:39:25once that view has gone.
0:39:26 > 0:39:29Although that's not what bothers the Reverend Walsh.
0:39:29 > 0:39:32He's more concerned about what the view is worth to him now.
0:39:33 > 0:39:38When I retired here, I just wanted to relax and enjoy it,
0:39:38 > 0:39:45and so all this, um... It just upsets me.
0:39:46 > 0:39:49The developer of Millbrook Meadows, Wainhomes,
0:39:49 > 0:39:52told us that they've always provided home buyers
0:39:52 > 0:39:54with enough pre-purchase information
0:39:54 > 0:39:57to help them make a suitably informed decision
0:39:57 > 0:39:59to purchase a property.
0:39:59 > 0:40:03In this case, after talking to the sales representatives involved,
0:40:03 > 0:40:05they believe they gave reasonable notice
0:40:05 > 0:40:07and correct advice as regards
0:40:07 > 0:40:09what building work may be undertaken
0:40:09 > 0:40:11and what road layouts may be changed,
0:40:11 > 0:40:15and there's no evidence to suggest otherwise.
0:40:15 > 0:40:18They're happy to explore with residents any concerns,
0:40:18 > 0:40:21but are confident buyers were expressly told
0:40:21 > 0:40:24that future development would occur.
0:40:26 > 0:40:29But to avoid this sort of confusion, it's crucial
0:40:29 > 0:40:33that when you buy a home you ask all the right questions,
0:40:33 > 0:40:36and not just from whoever is selling it to you.
0:40:36 > 0:40:38As property lawyer Andrew Garvie explains,
0:40:38 > 0:40:41there's plenty you can try and find out yourself.
0:40:41 > 0:40:44If you're buying land or a building
0:40:44 > 0:40:47that has open space near to it,
0:40:47 > 0:40:50raise this with your solicitor at an early stage.
0:40:50 > 0:40:55Have them make an enquiry, speak to your solicitor about searches,
0:40:55 > 0:40:58what searches you might think are appropriate, including a local search.
0:40:58 > 0:41:01Perhaps a planning search, which might tell us more
0:41:01 > 0:41:03about a radius around the property itself.
0:41:03 > 0:41:06Think about contacting the local authority yourself.
0:41:06 > 0:41:07Speak to a planning officer.
0:41:07 > 0:41:10Perhaps access the local authority website.
0:41:10 > 0:41:13A five-minute job could save you a lot of heartache.
0:41:13 > 0:41:16Meanwhile, back at Millbrook Meadows,
0:41:16 > 0:41:18some residents say if they'd realised there would be new houses
0:41:18 > 0:41:23obscuring their view, they'd never have bought here in the first place.
0:41:24 > 0:41:26I feel absolutely gutted by it.
0:41:26 > 0:41:30It's a totally different environment to that which I moved in.
0:41:33 > 0:41:35Here at Rip-Off Britain, we're always ready
0:41:35 > 0:41:39to investigate more of your stories.
0:41:39 > 0:41:40Confused over your bills?
0:41:40 > 0:41:44Trying to wade through never-ending small print?
0:41:44 > 0:41:46We should read it, but it's not in plain English.
0:41:46 > 0:41:49It should be simple, you know, ABC, you know, very basic stuff.
0:41:49 > 0:41:52Unsure what to do when you discover you've lost out
0:41:52 > 0:41:55and that great deal has ended up costing you money?
0:41:55 > 0:41:58You get home, you get your bill and it's like £70
0:41:58 > 0:41:59when it's meant to be £35.
0:41:59 > 0:42:03And it's just basically, you get ripped off, don't you?
0:42:03 > 0:42:06You can write to us at...
0:42:16 > 0:42:18Or send us an email to...
0:42:21 > 0:42:26The Rip-Off team is ready and waiting to investigate your stories.
0:42:29 > 0:42:32Well, I'm sorry to say that's all we've got time for today,
0:42:32 > 0:42:34but don't forget that our website always has
0:42:34 > 0:42:37all sorts of advice on it to help make absolutely certain
0:42:37 > 0:42:40that whenever you hand over your hard-earned cash
0:42:40 > 0:42:43you have done everything possible to avoid problems later on.
0:42:43 > 0:42:46And how many times have we said that on the programme?
0:42:46 > 0:42:47All the time.
0:42:47 > 0:42:49And how many times have we given you the address?
0:42:49 > 0:42:51It is, as always...
0:42:53 > 0:42:56And please keep sending us your stories to investigate.
0:42:56 > 0:42:58You never know, next time
0:42:58 > 0:43:00we could be tackling your problem on the programme.
0:43:00 > 0:43:03And genuinely, we love getting your mail, so do keep it coming in.
0:43:03 > 0:43:05In the meantime, thank you very much for joining us,
0:43:05 > 0:43:07and we'll see you again soon
0:43:07 > 0:43:09when we'll be trying to resolve more of your problems
0:43:09 > 0:43:12and stop that awful feeling of being ripped off.
0:43:12 > 0:43:14So until then, from all of the team, bye-bye.
0:43:14 > 0:43:15- Goodbye.- Bye.
0:43:31 > 0:43:36Subtitles by Red Bee Media Ltd