:00:10. > :00:13.Asda, don't believe all those rollback, KFC, don't believe the
:00:13. > :00:18.portion sizes, Thames Water, you won't believe the waste. Plus,
:00:18. > :00:22.Tesco, FIFA 12, and if you are thinking of putting your property
:00:22. > :00:32.into self-storage, beware, yes, we're back, it's watchdog, the
:00:32. > :00:49.
:00:49. > :00:53.Hello, good evening. Welcome to watchdog, we are live, as usual,
:00:54. > :00:59.from Television Centre. Tonight the drought, empty reservoirs, desert-
:00:59. > :01:02.like conditions, hosepipe bans, so, why are water companies wasting
:01:02. > :01:06.billions of litres. I think it is absolutely scandalous that they
:01:06. > :01:14.can't be bothered to come and remedy a leak which has been
:01:14. > :01:18.running now for two months. Also, Shurgard, it claims to be the
:01:18. > :01:26.most secure self-storage company own the market, we would hate to
:01:26. > :01:31.see the worst. Are Asda rolling back the price or playing with the
:01:31. > :01:36.figures. Is this a large fry? Who does the Colonel think he's kidding.
:01:36. > :01:41.Who do you think you are? That is the theme of tonight's Rogue
:01:41. > :01:49.Traders, as we try to unravel a family tree, as for our trees w
:01:49. > :01:56.what on earth are they doing to them?
:01:56. > :02:00.It is total tree butchery. Yes, it is panic in the gardens of
:02:00. > :02:05.Kent, as we meet the Smiths, the sort of people who persuade the
:02:05. > :02:08.elderly to pay for unnecessary work, do a lousy job, and mess up your
:02:08. > :02:12.neighbour's garden as well as your own. They are getting away with it.
:02:12. > :02:16.Now we have caught up with them, and heaven knows, they are
:02:16. > :02:21.miserable now. Before that, self-storage, a
:02:21. > :02:24.booming industry, virtually nothing 20 years ago, there are now 800
:02:24. > :02:29.major storage units across the country. The deal, you pay a
:02:29. > :02:38.monthly fee, you are given a lock- up for your belongings, a personal
:02:38. > :02:42.entry code and round the clock security, at least according to
:02:42. > :02:46.Shurgard. They are one of the biggest storage companies in Europe.
:02:46. > :02:51.In recent months we have learned of break-ins at four of their depots.
:02:51. > :02:56.What is going on? Firms needing smaller space,
:02:56. > :03:00.families denied mortgages for bigger homes, retired couples
:03:00. > :03:05.downseizing, but unwilling to part with treasured possessions, jurs
:03:05. > :03:08.some of the people fuelling the -- just some of the people fuelling
:03:09. > :03:14.the demand for storage. A few big names dominate this industry. This
:03:14. > :03:21.is one of them. It has 22 units in the UK, all situated in the south-
:03:21. > :03:28.east, and every customer who reoints a space gets his own --
:03:28. > :03:35.reoints a space gets his own lock and pin number. And Shurgard offers
:03:35. > :03:39.security. A reassuring promise, designed to appeal to customers,
:03:39. > :03:42.like Steve. I chose them because of the 24-hour axe serbs and the core
:03:42. > :03:47.values, they say clearly it is reliability and security. For a
:03:47. > :03:53.sound and lighting company, that is what we need. But it is not what he
:03:53. > :03:56.got. In November 2010, thieves broke in. And made off with Steve's
:03:56. > :04:00.valuable kit. They drilled the locks off the unit door. And then
:04:00. > :04:06.took all of my speakers and lighting equipment. Probably
:04:06. > :04:09.something like �2,000 worth of equipment. Other units were also
:04:09. > :04:15.targeted. Shurgard promised Steve they would improve their security.
:04:15. > :04:18.So he stayed with them. In these, thieves struck again, this time
:04:18. > :04:26.stealing from some units and smashing hundreds of others open.
:04:26. > :04:30.This was the third time that the Ruislip branch of Shurgard had been
:04:30. > :04:36.broken into, in the space of 18 months. The criminals didn't stop
:04:36. > :04:40.there. In September they successfully targeted a branch in
:04:40. > :04:45.Middlesex and Wokingham and Surrey. Shurgard have been telling
:04:45. > :04:53.potential new customers there is nothing to worry about. One of our
:04:53. > :05:01.researchers was shown around the wry lip branch, posing as a DJ --
:05:01. > :05:06.Ruislip branch, posing as a DJ wanting to store his equipment. He
:05:06. > :05:15.was told there secure gates and PIN codes.
:05:15. > :05:22.Another employee described these as the most secure units on the market.
:05:22. > :05:32.Which is not true. This branch has had three break-s
:05:32. > :05:48.
:05:48. > :05:53.in -- break-ins, in just over a OK, restricted entry, razor wire,
:05:53. > :05:55.CCTV footage that is monitored. If those are in place, why the break-
:05:55. > :06:00.ins. Standby, you may think what we are
:06:00. > :06:03.about to do could be of interest to criminal, but we do have a
:06:03. > :06:07.responsibility to Shurgard customers and anyone else who is
:06:07. > :06:11.thinking of renting units there. I should also stress we told Shurgard
:06:11. > :06:18.about our findings three weeks ago, they have had ample time to put
:06:18. > :06:22.things right. Our undercover researcher agreed to
:06:22. > :06:26.rent a unit at this depot for month. During his daytime visit, staff
:06:26. > :06:33.assured him that property stored here would be safe. But, would that
:06:33. > :06:39.claim hold true at night. Right, it is fast approaching 8.30,
:06:39. > :06:48.we are in Ruislip in west London, we will put Shurgard to the test, I
:06:48. > :06:52.have my expert in there, and we are off.
:06:52. > :06:56.Shurgard had given our researcher an entry PIN code, but it turns out
:06:56. > :07:02.you don't need one. All you have to do is wait for another customer to
:07:02. > :07:06.enter and exit. The gate then stays open for a good
:07:06. > :07:14.25 seconds afterwards, leaving plenty of time for anyone without a
:07:14. > :07:18.code to drive through. Easy piecey, we are in, we didn't
:07:18. > :07:23.need a pin. Graham is a security and alarm specialist, and knows
:07:23. > :07:29.what measures are needed to deter thieves. We have cameras along the
:07:30. > :07:37.front. To be adequate? To do what? Criminal or customer, the only way
:07:37. > :07:41.to see is if they go inside. We put the PIN code in to enter. What if
:07:41. > :07:47.we had been burglars forcing entry. Is there an alarm on the front
:07:47. > :07:52.door? I can't see any alarm. then went into the buildings foyer,
:07:52. > :07:55.there was a CCTV camera there, we walked past it and we were then
:07:55. > :08:01.able to explore the entire building unchallenged, despite the presence
:08:01. > :08:06.of a camera crew, carrying lots of kit. I'm looking for cameras and
:08:06. > :08:10.sensors, is there anything here. No, that is to turn the lights on,
:08:10. > :08:16.which is energy saving, good from that respect. We found the unit our
:08:16. > :08:20.researcher had rented, but what did Graham make of the lock? That looks
:08:20. > :08:26.to me like a pretty cheap key. That is the sort of thing you would get
:08:26. > :08:30.on a cheap lock. Look at this, the thickness of the steel, to have a
:08:30. > :08:36.thicker piece of steel there, 50p, a not very secure lock. Next, what
:08:36. > :08:39.about the security on the inside? First impressions, look at this,
:08:39. > :08:44.this is the channel you have the shutter in, it won't take too much
:08:44. > :08:51.to force this. You have a rather large door, nothing at all at the
:08:51. > :08:57.bottom to secure it, nothing on the other side. Up there is sort of a
:08:57. > :09:02.wire netting. Nobody who is working their way along the to see what
:09:02. > :09:06.they want to steal can see through, pair of wire snippers and you are
:09:06. > :09:12.through. Look at the side door. Like the main entrance, the
:09:12. > :09:19.individual unit has no alarm, more reason why the door should be solid
:09:20. > :09:28.and secure. If we both pushed hard in the middle we could V the whole
:09:28. > :09:33.front and get in. I feel if I could give it a big kiing we could get in.
:09:33. > :09:36.We spent 80 minutes inside the storage centre able to walk around
:09:36. > :09:41.freely from beginning to end. I thought we would have to sneak
:09:41. > :09:45.around, we have a film crew, lights, microphone, and no-one has come to
:09:45. > :09:49.see us. No-one knows we are here. We got the free unrun of the place,
:09:49. > :09:52.we could be taking value -- free run of the place, we could be
:09:52. > :09:55.taking valuables out of the whole lot. Which is just what the thieves
:09:55. > :10:00.found when they broke in back in December, the same thieves who
:10:00. > :10:04.smashed open hundreds of units. would expect some level of security
:10:04. > :10:07.once you are inside the building, there is nothing. The fabric is
:10:07. > :10:11.flimsy, there is no electronic security, there is no access
:10:11. > :10:15.control, it looks as though you can get into both their car park and
:10:15. > :10:19.through the main door, without too many problems. The whole thing, I
:10:19. > :10:22.would not describe it as a secure environment.
:10:22. > :10:26.Since filming we have checked the security arrangements put in place
:10:26. > :10:31.by five other leading storage companies. Four of them have alarms
:10:32. > :10:36.throughout their premises, or CCTV monitoring individual lockers.
:10:36. > :10:46.The fifth, limits access to office hours only, yet Shurgard have been
:10:46. > :10:50.
:10:50. > :10:53.telling potential customers, they What do Shurgard say? Firstly, they
:10:53. > :11:00.do insist that criminal activity isn't restrict today their depot,
:11:01. > :11:05.it is an industry-wide problem. They say they comply industry-wide
:11:05. > :11:12.practices and exceed security guidelines, and the level of break-
:11:12. > :11:15.ins is tiny compared to customer numbers. Everything is fine and
:11:15. > :11:19.dandy? They say they are reviewing security measures, they are
:11:19. > :11:23.increasing the height of fencing at certain locations, updating the 24-
:11:23. > :11:27.hour security cameras and lighting, as well as upgrading the alarm
:11:27. > :11:30.system where is needed. As for the flimsy doors and latches we found,
:11:30. > :11:35.they are also being reviewed and upgraded. Perhaps, more
:11:35. > :11:40.interestingly, they have decided to restrict 24-hour access. From now
:11:40. > :11:45.on, any customer who wants out of hours access to the units will have
:11:45. > :11:50.to specifically request it through the store teams. I can still go the
:11:50. > :11:55.tailgating trick? They say it is rare, when it has occurred it is
:11:55. > :11:59.captured by the Shurgard security measures. They say even if someone
:11:59. > :12:03.manages to get in, they still need an access code to get in and out of
:12:03. > :12:13.the building, and there is no easy escape route. If you want to
:12:13. > :12:19.
:12:19. > :12:23.comment on any of tonight's stories, Coming up:
:12:23. > :12:26.20 million people facing hosepipe bans, while all this goes to waste.
:12:26. > :12:35.Who is responsible? The truth about Asda rollbacks, can
:12:35. > :12:36.you trust them? We're back and taking care of
:12:37. > :12:40.business. Family business.
:12:40. > :12:44.The family that passes on key skills from one generation to the
:12:45. > :12:48.next, like how to persuade a granny to pay for work she doesn't need,
:12:48. > :12:52.then overcharge her for it. Yes, when it comes to shaking this
:12:52. > :13:02.family tree, we have discovered a whole flock of black sheep.
:13:02. > :13:16.
:13:16. > :13:20.BBC One's leading Portuguese television celebrity and qualified
:13:20. > :13:25.pilot, Dan, has just returned from his latest flight. Now he's about
:13:26. > :13:30.to go on another journey, to find his own family roots. I just always
:13:30. > :13:33.wanted to know how I fit into the big picture, I think I'm ready for
:13:33. > :13:43.this experience. I'm really looking forward to getting to know a little
:13:43. > :13:46.
:13:46. > :13:51.bit more about me, the Dan. Look at this, who do you think you
:13:51. > :14:00.are is all about me, Dan and his tree. They are really scraping the
:14:00. > :14:08.bottle of the barrel. It is me, Timmy Mallet and someone from Big
:14:08. > :14:13.Brother 2. It says here my great, great uncle's nephew's stepson, had
:14:13. > :14:23.to go to the hospital to remove a splinter the size of a nail from
:14:23. > :14:27.
:14:27. > :14:37.his elbow. A splinter the size of a nail. Can you imagine that, it is
:14:37. > :14:42.
:14:42. > :14:46.my family. Mate that is really emotional stuff. Yeah, but they got
:14:46. > :14:56.the wrong bloke, turns out I was adopted. Shall we get on with the
:14:56. > :14:57.
:14:57. > :15:01.story? Yes, this family's story contains
:15:01. > :15:09.more twists and turns than a wurllitser. We are talking about
:15:09. > :15:14.The Smithss, not the 80s guitar giants, but the drive cleaning
:15:14. > :15:21.business from Kent. Their classics include "you are a bit old, I'll
:15:21. > :15:29.take your money" and "by the time I've conned you, we will be gone".
:15:29. > :15:33.Done had some of their gigs. Walter Smith offered to clean his driveway
:15:33. > :15:37.for �150. He was hungry for work, and frankly, he made a good job.
:15:37. > :15:41.That was several years ago, when Walter offered to do exactly the
:15:41. > :15:45.same job last July, Donald thought he would be in good hands, this
:15:45. > :15:51.time Walter refused to say how much it would cost. I just lost my wife,
:15:51. > :15:58.it upset me, he didn't give me a price, you see. I kept all on. Even
:15:58. > :16:04.through his side kick. I said to him, look, tell your governor, I
:16:04. > :16:09.said I'm getting tired of it, but tell him to, because I can still
:16:09. > :16:15.stop you doing this. But by then he had already started. When Walter
:16:15. > :16:20.did reveal the price, it was a whopping �1,680.
:16:20. > :16:24.That was a phenomenal amount of money? I was dumb founded in the
:16:24. > :16:30.sense that, I realised that I had been a stupid fool, I had been
:16:30. > :16:35.accepted the fact that they had done the job before, and they did a
:16:35. > :16:39.good job, and now, they have taken me to the cleaners.
:16:39. > :16:43.I trusted the bloke, that's it, they have shattered my faith in
:16:43. > :16:50.humanity. I would love to meet him somewhere
:16:50. > :16:55.even in a shop, but where there are lots of other people, and I would
:16:55. > :17:01.just grab hold of his arm and lift his hand up and shout out in the
:17:01. > :17:06.shop to people, look, ladies and gentlemen, cast your eyes on this
:17:06. > :17:10.man, he's a cowboy, don't ever have anything to do with him, because
:17:10. > :17:14.he's fleece you left right and centre. I would like to publicly
:17:14. > :17:17.expose him. Job done, Donald, you have done your bit. We're going on
:17:17. > :17:20.the trail of Walter Smith. Other family members that we have heard
:17:20. > :17:27.about too. They include a second Walter, who
:17:27. > :17:33.may or may not be his dad. There seems to be a lot of Smiths,
:17:33. > :17:40.any of them been to court? Funnily enough Walter junior went to court
:17:40. > :17:45.and received a 12-month suspended sentence in 2010 for altering
:17:45. > :17:50.customers' cheques in his favour for huge amounts. Creating
:17:50. > :17:58.caligraphy? For fraud as it is known. Time to check out this
:17:58. > :18:02.leaflet, sent kept by done -- kept by Donald. We have the lovely Lynda,
:18:02. > :18:07.take a bow, we have snow, it is that time of year, we have the
:18:07. > :18:10.house, we have a tree and tree stump ready to be removed. And our
:18:10. > :18:14.expert ready to comment on the action. So we put in the call, and
:18:15. > :18:24.before we know it we have a man on our doorstep, which Smith is it? We
:18:25. > :18:32.
:18:32. > :18:36.Mr Smith, so we are none the wiser, but don't worry, he does go on to
:18:36. > :18:40.reveal his first name, so we are able to do a bit more digging.
:18:40. > :18:46.Unfortunately, so is he. You can see the results of that in a about
:18:46. > :18:51.15 minutes. -- in about 15 minutes.
:18:51. > :18:54.Meanwhile, Asda, two of its ads last week were banned by the
:18:54. > :19:00.Advertising Standards Authority. Only one supermarket is always 10%
:19:00. > :19:04.cheaper, they said, a misleading claim, said the regulator.
:19:04. > :19:10.Asda dispute that, since then watchdog has been investigating its
:19:10. > :19:15.famous price rollbacks, and some of those aren't what they seem either.
:19:15. > :19:23.James Sherwood contacted us about their curry sauces, he's a big fan,
:19:23. > :19:28.he likes the balti version, he buys it for �1 a jar. He noticed Asda
:19:28. > :19:34.were claiming the price was a rollback from �1.23. Jaiplgs was
:19:34. > :19:39.puzzled, he had never seen it at that price. It was only on sale for
:19:39. > :19:44.�1.23 for just three days. Confused? You won't be. Cue the
:19:44. > :19:50.music s I have a lovely big graph, I have my stick. Robinson, pay
:19:50. > :19:54.attention. Very sexy! Asda were selling the balti jar for �1
:19:54. > :20:00.throughout the whole of October, as you can see here, and November last
:20:00. > :20:06.year. They increased it to �1.18, for just nine days, and then they
:20:06. > :20:16.put it back to �1 and it stayed at that price until March. Except for
:20:16. > :20:17.
:20:17. > :20:23.just three days here, December 17th, 20th and 21st, when it was �1.23.
:20:23. > :20:28.Are there rules against this? If a store claims it has reduced
:20:28. > :20:35.the price of an ateam, it should be on sale at the higher price for a
:20:35. > :20:38.reasonable amount of time. Is it in breech? We asked the expert.
:20:38. > :20:42.guidelines indicate that when you are referring to a previous price,
:20:42. > :20:48.it should have been a price that was on offer for a continuous
:20:48. > :20:53.period of 28 days. In this instance, because the previous price was only
:20:53. > :20:58.present for three days, in a period that spanned over months, the price
:20:58. > :21:02.has not been properly established. This clearly is not complying with
:21:02. > :21:07.the pricing guidelines. She's good, isn't she? I wouldn't
:21:07. > :21:14.argue. Very wise, we found another one for
:21:14. > :21:21.her. Miller genuine draft lager. Asda are selling a 12 pack for �8,
:21:21. > :21:25.they claim it is a rollback from �12.74. Have they ever sold it at
:21:25. > :21:29.that price? They have, that was back in August for just 21 days,
:21:29. > :21:32.and look at this graph since. Fluctuating a little bit, but
:21:32. > :21:40.mostly the price has dropped until mid-December down here, when it
:21:40. > :21:44.went as low as �6. The crept back up to �7 in the middle of the month,
:21:44. > :21:49.then �8 at the start of January, it stayed there for three months.
:21:49. > :21:55.compared to its last price, the beer is actually going up, except,
:21:55. > :22:01.because they claim it is a rollback, it looks as if it has gone down.
:22:01. > :22:07.Yes. What does Deborah say? When a consumer sees a rollback pricing
:22:07. > :22:13.comparison, the normal expectation would be that it was the immediate
:22:13. > :22:19.past selling price. This could be, therefore, a misleading price
:22:19. > :22:22.indication under regulation 5 of the Consumer Protection From Unfair
:22:22. > :22:25.Trading Regulations. Strong stuff from Deborah, what do Asda say.
:22:25. > :22:29.They have been in touch this afternoon and admitted they got it
:22:29. > :22:33.wrong. They say they price 40,000 PLO ducts each week and on
:22:33. > :22:36.occasions make mistake. This was a processing error, prices labelled
:22:36. > :22:41.as rollbacks when they shouldn't have been, both products they say
:22:41. > :22:45.are the cheapest on the market, but they are correctly displayed on the
:22:45. > :22:47.website. Next the drought, official in
:22:47. > :22:51.southern England, and expected spread further as we move into
:22:51. > :22:57.spring and summer. Hosepipe bans are planned for next month by seven
:22:57. > :23:02.water companies, including Thames, Southern and Anglian. Which means
:23:02. > :23:07.you or me could be fined for even filling a paddling pool. The water
:23:07. > :23:11.companies are calling on customers to restrict their water use, very
:23:11. > :23:14.responsible, except, they them sofs are wasting billions of litres
:23:14. > :23:19.every day -- themselves, are wasting billions of litres every
:23:19. > :23:24.day. Leaks, bursts, floods, causing
:23:24. > :23:28.chaos for residents. Repair bills for all of us. Seeing so much water
:23:28. > :23:32.going to waste is annoying at any time. But as we're being told to
:23:32. > :23:37.save the stuff, it is particularly galling.
:23:37. > :23:43.3.3 billion litres, that is how much UK Water companies lose every
:23:43. > :23:50.day. Victorian pipe work may make leaks inevitable, but fixing them
:23:50. > :23:54.can be painfully slow. John spotted it leak in Wiltshire
:23:54. > :23:58.at the end of February. I came across the leak, and I thought I
:23:58. > :24:02.would investigate, because it has been there for a few weeks. It was
:24:02. > :24:07.just overflowing into the lane. And I could see it must have been
:24:07. > :24:12.thousands of gallons a day going down the road. John reported the
:24:12. > :24:22.leak to Wessex Water, a company, currently urging every household to
:24:22. > :24:24.
:24:24. > :24:28.safe 20 litres of water, per person, per day, but an admin error made
:24:28. > :24:33.sure they didn't fix it for eight days. They admit it was an error.
:24:33. > :24:37.think if they can allow thousands of litres to cascade into the road,
:24:37. > :24:41.it doesn't encourage the consumer to cutback. With larger bursts
:24:41. > :24:45.companies do manage to respond quickly, but smaller leaks can also
:24:45. > :24:50.cause huge amounts of water to be lost, and they can go on for weeks,
:24:50. > :24:55.even months. A North London basement, where the
:24:55. > :24:59.supply from a leaking Thames Water pipe exits. Owner, Jeremy Gompertz,
:24:59. > :25:06.first reported it back in December. But, the company's engineers have
:25:06. > :25:10.failed to stop it. Repeatedly. The last occasion they came, they
:25:10. > :25:14.reported back that they couldn't even find the leak. I can only
:25:14. > :25:19.assume that they went to the wrong premises. Because as one stands
:25:19. > :25:23.here now, one can hear the water running. I think it is absolutely
:25:23. > :25:28.scandalous, at present, when we are threatened with water restrictions,
:25:28. > :25:32.because of an impending drought, they can't be bothered to come and
:25:32. > :25:38.remedy a leak which has been running now for two months.
:25:38. > :25:45.water, spills over two areas, so how much is actually being lost. We
:25:45. > :25:49.got ourselves a measuring jug, a stopwatch, and a professor of
:25:49. > :25:59.mathematics. The first drip loses about a litre of water per minute.
:25:59. > :26:00.
:26:00. > :26:04.Over eight weeks, that's 56 days, or 1344 hours, that's about 80,000
:26:04. > :26:08.minutes. The second drip is a bit lower, it
:26:08. > :26:14.takes about a minute-and-a-half to lose a litre, that means it will
:26:14. > :26:21.lose about 50,000 litres in this time. So all together this leak
:26:21. > :26:24.will lose 130,000 litres. So, with the south-east officially
:26:24. > :26:28.in drought, shouldn't Thames Water be acting with more urgency to fix
:26:28. > :26:34.leaks like Jeremy's. And shouldn't they try to help customers doing
:26:34. > :26:39.their best to save water? Kent is one of the UK's dryest
:26:39. > :26:44.counties right now, but not for Zizi Somoncini. Seven months ago
:26:44. > :26:48.water from her toilet began breaching the overflow system.
:26:48. > :26:52.started to notice water coming along our ceiling, the water had
:26:52. > :26:56.build up under the floor boards and it gave way. We had our plumber
:26:56. > :27:01.come down, and he went to find our stop cock, it didn't work. He said
:27:01. > :27:05.OK, we need to find the mains, so we phoned Thames Water, they said,
:27:05. > :27:09.OK, we will come out and have a look.
:27:09. > :27:13.They did come out, but despite digging up the driveway, they
:27:13. > :27:18.couldn't find the main, in fact, according to our independent
:27:18. > :27:23.surveyor, their attempt to trace the leak has made matters worse.
:27:23. > :27:28.The problem we have here is that Thames Water have been unable to
:27:28. > :27:32.locate the outside boundary stop valve. This is the one that aligns
:27:32. > :27:36.normally at the edge of our property, in order to repair the
:27:36. > :27:42.leak inside, this one need to be shut off, and this is where it is
:27:42. > :27:46.all going wrong. It has been haphazard and shambolic, the amount
:27:46. > :27:51.of water that is being lost at this property is in excess of 20,000
:27:51. > :27:57.litres a week. That, to me, is boardering on
:27:57. > :28:02.criminal, bearing in mind -- bordering on criminal, bearing in
:28:02. > :28:06.mind the empty reservoirs we have. It is official, much of the south-
:28:06. > :28:09.east of England is in droufplgt While low rainful is the main cause
:28:09. > :28:12.of the drought, the leaks aren't helping, some companies are
:28:12. > :28:17.struggling to keep up. Thames Water's website say their average
:28:17. > :28:24.time to fix a leak is five days. But we monitored 441 leaks, and
:28:24. > :28:29.during a five-day period, only 210 were fixed.
:28:29. > :28:34.Worse, 130 of them were still there after 12 days.
:28:34. > :28:38.And, this one remained active after 16 days. What's the damage there,
:28:38. > :28:43.John? This leak loses more than half a
:28:43. > :28:49.litre in ten seconds, that is at least three litres per minute. That
:28:49. > :28:55.means in one week, that is about 10,000 minutes, it would lose
:28:55. > :29:00.30,000 litres. That's over 120 really deep domestic baths.
:29:00. > :29:07.But at least Thames Water has managed to meet its overall water
:29:07. > :29:10.wastage target, six of the 21 water companies haven't.
:29:10. > :29:15.The worst offender, Southern Water. They failed to hit their targets
:29:15. > :29:19.for the last two years. So, as the companies continue to
:29:20. > :29:28.let precious water go to waste, it seems only a long period of heavy
:29:28. > :29:31.rain can save us from impending house pipe bans. And, right now,
:29:32. > :29:35.the forecasters aren't holding out much hope.
:29:35. > :29:45.With me now is Regina Finn, chief executive of offwatt, the water
:29:45. > :29:47.
:29:47. > :29:52.regulator. Ofwat, the water regulator. You are
:29:52. > :29:59.responsible for making sure water companies keep leaks to a minimum,
:29:59. > :30:04.do you think Ofwat is up to the job? We have driven down leakage by
:30:04. > :30:07.a third since the 1990s, delivering benefit for customers. Where
:30:07. > :30:10.companies fail the leakage targets we do take action and we have done
:30:10. > :30:14.in the past. I think there is a second thing going on here, some of
:30:14. > :30:18.your viewers there, who suffered really, not just from seeing
:30:18. > :30:24.leakage, but from quite poor customer service, are not being
:30:24. > :30:27.served well by their company. 3.3 billion litres of water a day
:30:27. > :30:30.being leaked. We could be forgiven thinking if the water companies
:30:31. > :30:35.weren't around there wouldn't be a drought? Well the customers who
:30:35. > :30:38.talked to us, and we listen to them very carefully, tell us there is
:30:38. > :30:41.two things they are interested in, yes they want leakage controlled,
:30:41. > :30:44.but they also want their bills controlled. It is important to
:30:44. > :30:48.strike a balance and make sure that the right investment is made in
:30:48. > :30:51.keeping leakage down. But not in a way that drives bills to an
:30:51. > :30:57.unsustainable level. Do you think the customers really want a
:30:57. > :31:04.situation whereby 3.3 billion litres of water are leaked by the
:31:04. > :31:09.water companies, but after the hosepipe ban comes in, if you or I
:31:09. > :31:14.actually fill a padling pool, or I wish my car for a couple of minutes,
:31:14. > :31:18.I can be fined a thousand pounds and the water companies will see
:31:18. > :31:22.that happen? I think you are right, the thing so galling for customers
:31:22. > :31:26.is when there is a drought and they are asked to use water wisely.
:31:26. > :31:30.Frankly, customers do well and step up to the mark, it is stickly
:31:30. > :31:34.galling for them if they see the water -- particularly galling for
:31:34. > :31:38.them if they see the water companies not doing that. What are
:31:38. > :31:43.you doing about it? We have hit those companies in their pockets
:31:43. > :31:47.over the past five years to the tune of �500 million. They are
:31:47. > :31:50.still leaking water, you are not making it inconvenient for them?
:31:50. > :31:55.think �500 million worth of penalties does make it quite
:31:55. > :32:01.inconvenient. I think they made �1.3 billion amongst them last year,
:32:01. > :32:07.it is not terribly inconvenient? don't think anybody would say that
:32:07. > :32:12.�500 million is inconvenient. That money goes directly to improving
:32:12. > :32:16.services for customers, and money going back to customers.
:32:16. > :32:20.example was Southern Water, they failed their leakage target, they
:32:20. > :32:25.are paying �5 million back to customers as a result of that.
:32:25. > :32:29.We also spoke to Thames Water, who featured prominently in our film.
:32:29. > :32:35.They have told us they have reduced leakage by a third since 2004 and
:32:35. > :32:40.are in line for meeting Ofwat targets for leakage for the si,
:32:40. > :32:43.year running. They are fixes 1,000 leak as week. And while repairing
:32:43. > :32:47.pipes in London is complex, they accept in some cases they are not
:32:47. > :32:50.quick enough and are working to improve. They have apologised
:32:50. > :32:57.unreservedly to Jeremy Gompertz, they believe the level of water was
:32:57. > :33:03.made worse, due to a local retail premises disposing of waste product
:33:03. > :33:06.down a drain. But they accept it was too slow. And they have
:33:06. > :33:11.apologised to Zizi Somoncini saying they should have acted more
:33:11. > :33:16.decisively. They blame cold winters and a huge amount of pipe bursts to
:33:16. > :33:20.stop them meeting the offset bargts. They say they are in line to meet
:33:20. > :33:28.them this year. Wessex Water say they have no plans to introduce
:33:28. > :33:32.restrictions. Still to come: KFC, if you buy their XL fries,
:33:32. > :33:37.don't expect super-size. FIFA 12, from ultimate team to ultimate
:33:37. > :33:42.letdown. Now to the Smiths, simple family
:33:42. > :33:45.flame, complex family structure. Or so it seems to us. We have
:33:45. > :33:50.established they are from Kent, they call themselves tree
:33:50. > :33:55.specialists and there is lots of them. We also they they like
:33:55. > :33:57.cheating elderly customers -- we also know they like cheating
:33:57. > :34:03.elderly customers out of their money.
:34:03. > :34:08.We have take an house in Kent and an elderly lady is waiting to
:34:08. > :34:16.answer the door. We know there are two Walters in the family, and a
:34:16. > :34:24.man identified himself as Walter, so you can guess who we are
:34:25. > :34:31.expecting. I'm Wayne. Is there anyone else? I was expecting one
:34:31. > :34:37.called Walter? He is my son. I thought his dad was called
:34:37. > :34:43.Walter? Let's imagine he's Walter Jnr. We are trying to establish a
:34:43. > :34:47.family tree for the Smiths, we are calling it Who Do You Think You
:34:47. > :34:56.Are? Let's start with the daddy.
:34:56. > :35:03.mystery man. We don't know quite who he is, but his name, we think,
:35:03. > :35:09.is Walter Snr. That is wain, don't know that relationship -- wane,
:35:09. > :35:15.don't know that relation -- Wayne, we don't know that relationship.
:35:15. > :35:25.Our actress is clear about what she needs, one cherry tree removed and
:35:25. > :35:32.
:35:32. > :35:35.apple stump taken away. He's clear We have got a price and a Smith, we
:35:35. > :35:44.have also expert James in place, just as well, we are about to get a
:35:44. > :35:50.few more Smiths. Wayne has brought in reinforcements, loads of them.
:35:50. > :35:56.You're Wayne. This is my son Roy. Roy, OK stick him down.
:35:56. > :36:06.This is Roger. Roger, stick him down, he'sen extra, we don't know
:36:06. > :36:18.
:36:18. > :36:27.where he -- he's an extra, we don't Tree specialists, not really part
:36:27. > :36:31.of the family tree, looks nice. Aaron is the brother, we now know.
:36:31. > :36:36.This is a family-run business. We got that, introductions are over,
:36:36. > :36:41.it is time for work. There are loads of people in the
:36:41. > :36:44.garden, but there is something still missing, the most basic of
:36:44. > :36:54.safety equipment. No ear prodetection, no eye protection, no
:36:54. > :37:17.
:37:17. > :37:24.face protection, no hand or leg It's more like What Do You Think
:37:24. > :37:26.You're Doing? And now it's Total Wipout. This pouring the oil on the
:37:26. > :37:31.thing is mad, it is so unprofessional.
:37:32. > :37:41.And so it goes on, for a full 45 very unprofessional minutes, at the
:37:42. > :37:56.
:37:56. > :38:06.end of which, Wayne wants a word We certainly have, we now know that
:38:06. > :38:35.
:38:35. > :38:45.Go on, surprise us, don't try to Well, it's convincing, but it isn't
:38:45. > :38:57.
:38:57. > :39:05.The what? I think you will find they are Northern Cyprus.
:39:05. > :39:11.In fact, he tries to persuade Lynda she has seven more trees in need of
:39:11. > :39:16.pruning. What will it cost? Yes, he was looking for a job, and then he
:39:16. > :39:21.found a job, a big job with big money. No wonder he continues
:39:21. > :39:31.telling her she should have it done. When his persuasion tactics don't
:39:31. > :39:58.
:39:59. > :40:08.work, the even more persistent Being as we are here, what do you
:40:09. > :40:17.
:40:17. > :40:27.think he will say next? No idea, Hard sell over, just one more thing
:40:27. > :40:31.
:40:31. > :40:34.before they go. He has, yes.
:40:34. > :40:40.Must have been all that water he was drinking.
:40:40. > :40:45.And after that encore, the Smiths and their support exit stage left,
:40:45. > :40:50.the verdict? Their working practices were absolutely atrocious,
:40:50. > :40:54.they did say they would poison the stumps, we have seen no application
:40:54. > :40:59.of that whatsoever. Not one single one of them knew anything about a
:40:59. > :41:03.tree. They haven't got a clue. Remember they did only charge us
:41:03. > :41:07.�280, which would have been reasonable had they done a good job,
:41:07. > :41:12.and more forgiveable if they then hadn't tried to pressure our
:41:12. > :41:15.actress into handing �800 more. They haven't given up, they are
:41:15. > :41:18.determined to get the money, but we are determined to get them, as you
:41:18. > :41:23.will see later. Thank you very much.
:41:23. > :41:27.Quick update on all your e-mails and texts. Loads of you are getting
:41:27. > :41:32.in touch with water leaks, Phil from London says he has reported
:41:32. > :41:36.one 12 times but it is still there. Will is also a farmer and said
:41:36. > :41:41.water is constantly leaking from pipes under his field, when they
:41:41. > :41:45.are fixed they rupture again, they take, on average, six weeks to
:41:45. > :41:53.repair. Next Electronic Arts, the software
:41:53. > :41:59.company mind The Sims, Battlefield 3 and out tomorrow FIFA Street.
:41:59. > :42:08.FIFA 12 has become the most successful sports xirt game, ever.
:42:08. > :42:14.EAR are in the money, alas, gamers are out of pocket.
:42:14. > :42:19.Wouldn't it be great to have Rooney and Fabregas on the same team?
:42:19. > :42:23.would, if you have this game you can do it. Ten million football
:42:23. > :42:27.fans bought FIFA 12 in the first three months alone. All wanting to
:42:27. > :42:32.have their dream team. Want your dream team, do you son. This is the
:42:32. > :42:36.place, here is where you build it. How do you do that, by spending
:42:36. > :42:39.real cash on virtual coins, the more you spend, the more you can
:42:40. > :42:44.improve your squad. Purchase better players, get a better team. Once
:42:44. > :42:48.you have done all that, you can connect to the Internet, pitch your
:42:48. > :42:54.skills against others, watch your team rise in the rankings. You take
:42:54. > :43:00.that team and you play, in tournaments, on-line, origins your
:43:00. > :43:03.mate's ultimate team, do you follow Well I do follow, but unfortunately
:43:03. > :43:09.this is where the dream ends. We have heard from lots of gamers who
:43:09. > :43:12.say progressing through the levels is near on impossible. Wins are
:43:12. > :43:16.often registered as defeats, teams can fall in the rankings, and the
:43:16. > :43:22.worst thing of all, apart from losing your team pride, you can
:43:22. > :43:26.also lose your money. Matt was so frustrated about the
:43:26. > :43:30.problems, he posted a video on-line, it has had nearly 6,000 views.
:43:31. > :43:36.Since I bought the game I haven't been able to play FIFA Ultimate
:43:36. > :43:40.Team. When I finish a match, either single player or on the line, I get
:43:40. > :43:44.disconnected right before the end of the match and I lose coins that
:43:44. > :43:47.I should have earned, I keep contracts or buy players, it is
:43:47. > :43:52.pointless playing. Pointless but costly, as well as spending �40 on
:43:52. > :43:58.the game itself, some players like Dan from Bristol, have splashed out
:43:58. > :44:08.more to buy new players, creating tournaments and customising steam
:44:08. > :44:11.strips. I spent �40 -- team strips. I spend �40 on the game, and �40 on
:44:11. > :44:17.the customising, I'm annoyed spending that on the game and not
:44:17. > :44:20.getting any satisfaction. Faced with a barrage of similar
:44:20. > :44:24.complaints EA refused to take responsibility. They claimed on the
:44:24. > :44:28.website only a tiny minority of users were affected, saying the way
:44:28. > :44:31.their consoles were connected to the Internet was to blame. What is
:44:31. > :44:36.clear whatever console you use you can experience the same problems,
:44:36. > :44:41.as these four watchdog viewers discovered. Is this a problem with
:44:41. > :44:48.the game for the console? With the game, general. I have two brothers,
:44:48. > :44:53.one with XBox and one with PS3, they both distebgt. Your parents
:44:53. > :44:57.have bought the game three times and it doesn't work? No. Different
:44:57. > :45:02.consoles, same prob embl, what is going on, compute -- problem, what
:45:02. > :45:06.is going on? It is in the scenario where we are playing the game on-
:45:06. > :45:10.line, information has to pass from the console, via the router, via
:45:10. > :45:16.the Internet service providers to the EA servers, something that
:45:16. > :45:21.looks like it is at the EA end, looks like it isn't responding and
:45:21. > :45:23.disconnect. Should EA do for more their customers? They have a
:45:23. > :45:27.responsibility to make sure there is nothing they are doing to cause
:45:27. > :45:31.the breakdown in the connection. It is beholding for EA to drive it
:45:31. > :45:36.forward and get to the bottom of what is happening there. According
:45:36. > :45:39.to players contacting watchdog, that is exactly what EA haven't
:45:39. > :45:45.been doing. They have heard the problems, they have got the money
:45:45. > :45:49.and they are happy. They have e- mailed back with solutions for
:45:49. > :45:52.Playstations and XBox, and I say I'm on the PC, I gave up. After
:45:52. > :45:56.months I didn't receive anything from them. FIFA is a game I have
:45:56. > :45:59.been buying over the years, I feel generally let down by them.
:45:59. > :46:04.These are just a few of the thousands of fans all feeling let
:46:04. > :46:07.down by the performance of EA games, at least this is one football
:46:07. > :46:11.scandal that can't be spinned on the players.
:46:11. > :46:17.-- pinned on the players. You have lost your stick, but you
:46:17. > :46:21.have good news? I have, EA say customers have been complaining
:46:21. > :46:26.about the disconnect problem since October. We contacted the company
:46:26. > :46:31.about them on March 6th, three days later they announced they were
:46:31. > :46:36.deploying a fix. Make of that what you will. Pure coincidence.
:46:36. > :46:42.other explanation, they say finding the falt was a -- fault was a
:46:42. > :46:46.challenge, it needed router hardware that had important pieces
:46:46. > :46:50.of data being blocked at the crucial points of the game. They
:46:50. > :46:55.say 4% of customers were affected, and they apologise and will
:46:55. > :47:02.compensate the gamers worst affected. They insist the problem
:47:02. > :47:09.doesn't affect XBox 360 players, and say if you are having trouble
:47:09. > :47:17.there may be other problems and solutions. Thank you to everyone in
:47:17. > :47:25.touch about that story, here is a few more.
:47:25. > :47:28.Medium fries, good. Large fries, better, XL fries, a bit of a
:47:28. > :47:33.disappointment. KFC has been advertising them as part of a
:47:33. > :47:37.Supercharger meal deal, that also includes a chicken sub, and a soft
:47:37. > :47:41.drink. After one viewer complained about his meagre portion, our
:47:41. > :47:46.researchers went to several KFCs and were told there is no such
:47:46. > :47:49.thing as an XL size. Instead they got a normal large serving, or two
:47:49. > :47:55.mediums put together. Worst, four out of significance times the
:47:55. > :47:59.standard large serving turned out to be bigger than the XL portion.
:47:59. > :48:04.KFC said the XL is two regular portions that should contain more
:48:04. > :48:07.fries than a large. Some outlets haven't been serving them correctly,
:48:07. > :48:12.it is contacting them all to make sure that doesn't happen again.
:48:12. > :48:19.That is a direct order from the Colonel.
:48:19. > :48:23.Do you fancy a Bilbo Baggins ale or a Gandalf cocktail. You may have to
:48:23. > :48:27.hurry. Owners of this pub in Southampton have been warned to
:48:27. > :48:34.change the name and description of drinks, in the run up to the
:48:34. > :48:38.release of the new Hollywood hofy, the hogt. Middle-Earth Enterprises,
:48:38. > :48:42.controlling the toll kin rights, have been told they are in --
:48:42. > :48:48.Tolkien rights, they have been told they are in copyright infringement.
:48:48. > :48:50.They have won support from one of the film's stars, Stephen Fry,
:48:50. > :48:56.accusing Middle-Earth of bullying. They are looking after the
:48:56. > :49:00.interests of a small, round, hairy figure, who is fond of the lonely
:49:00. > :49:06.mountain, that is enough about me. Tesco advertising its big price
:49:06. > :49:12.drop, and when it comes to the iPad 3, it was a very big drop. It goes
:49:12. > :49:18.on sale tomorrow, priced from �399. But Tesco on-line have been taking
:49:18. > :49:23.preorders for �49.99, north surprisingly word got out, would-be
:49:23. > :49:28.buyers piled in, only for Tesco to claim it was all a mistake, and
:49:28. > :49:32.they won't be honouring the deal. The supermarket have apologised
:49:32. > :49:39.blaming a genuine IT glitch, customers aren't convince, some
:49:39. > :49:45.have contacted us to say it was a deliberate PR stint, a cunning way
:49:45. > :49:50.of letting people know Tesco is stocking the new devoice, that is a
:49:50. > :49:53.shocking suggestion, but when you have a new product to sell, every
:49:53. > :49:58.little publicity helps. Back to the Smiths, it is difficult,
:49:58. > :50:02.please don't confuse them with any other Smiths. This family are tree
:50:03. > :50:10.specialists based in Folkeston, and operating in Kent. They put out
:50:10. > :50:16.flyers like this. Got it? Good. Wayne Smith tried to persuade us we
:50:16. > :50:19.needed seven trees cutting down, at a cost of �850, just as well we
:50:19. > :50:25.declined, there was nothing wrong with them. We called him out to
:50:25. > :50:28.look at two trees, because we wanted to see him. Our actress is
:50:28. > :50:38.back in place, and the expert is watching the action, just about to
:50:38. > :50:58.
:50:58. > :51:02.I think you will finds probably a Cprus.
:51:02. > :51:07.Whatever it is, it is not about to topple over, even though Wayne
:51:07. > :51:17.insists that it is. He says this, and the cherry tree, need pruning,
:51:17. > :51:22.
:51:22. > :51:26.So we have gone from �850 for seven trees to �650 for just two. For
:51:26. > :51:36.that we expect a show-stopping performance, instead we get a
:51:36. > :51:59.
:51:59. > :52:09.Ahh, whoa. Different fence, obviously, just as
:52:09. > :52:17.
:52:17. > :52:22.That's it, we have seen enough, and the trees have had enough. All that
:52:22. > :52:27.remains is for this lot to clear up all the mess and go home.
:52:27. > :52:32.Guys? You are going to clear it up, aren't you? Guys?
:52:32. > :52:37.Right, an hour's break is over, it looks like someone can't ignore
:52:37. > :52:43.their conscious any longer, or is that their bladder. He's having a
:52:44. > :52:48.pee. Yes, kids, the three vital rules of life, don't pick chewing
:52:48. > :52:55.gum off the pavement, don't spit into the wind, and never eat the
:52:55. > :53:01.yellow snow. All of the snow has now melted and
:53:01. > :53:09.our expert James is ready with the lowdown. James we only ant wanted
:53:10. > :53:14.two things doing and we have ended up with arm geten. We have, --
:53:14. > :53:19.Armageddon. We have, what happened here? We are told we have had to
:53:19. > :53:21.have this work done, there is no need of it doing, they were
:53:21. > :53:25.butchered. There was no consideration for the neighbour,
:53:25. > :53:30.third-party people, anything at all, it was case of get up there and cut
:53:30. > :53:33.wherever they could reach. The Smiths did return to clear the
:53:33. > :53:43.garden, well they hadn't been paid yet. It took them an hour, after
:53:43. > :53:44.
:53:44. > :53:53.which Wayne was touting for yet We will do that Wayne, first let's
:53:53. > :53:57.tot up the earlier charges: �280 for work not finished and �650
:53:57. > :54:02.for shoddy, unnecessary work. It comes to �930, if I ever wanted the
:54:02. > :54:06.Smiths to make a comeback, it is now. So Lynda calls them, dangling
:54:06. > :54:16.the prospect of even more work, it is time for me to go under cover.
:54:16. > :54:19.
:54:19. > :54:22.Hello Wayne, being as we are here, I thought I would ask you some
:54:22. > :54:29.questions, BBC Rogue Traders. You call yourself a tree specialist,
:54:29. > :54:32.you are nothing of a sort, you don't know your Laylandy from your
:54:32. > :54:35.Cyprus, that is not your speciality, as we could see from the work you
:54:35. > :54:41.carried out here. What your speciality, and that of your family
:54:41. > :54:45.business is going into people's houses, particularly those of the
:54:45. > :54:50.elderly and vulnerable, and creating work that is not necessary.
:54:50. > :54:54.I wouldn't say that. Let's have a look at that stump, has a piece of
:54:54. > :54:59.work where you said you would cut it back and stick it under the soil.
:54:59. > :55:02.It is a trip hazard now, you butchered the garden. That is that
:55:02. > :55:05.is what you are saying. The trees you worked on you haven't worked on
:55:05. > :55:08.at all, if you were a tree specialist, rather than a
:55:08. > :55:12.specialist in ripping people off, you said one thing you did
:55:12. > :55:17.something else. Do you know when we done that, when it was deep with
:55:17. > :55:21.snow. You said you would cut it back? We couldn't do it when it was
:55:21. > :55:26.deep with snow. You have left a job like that, it shouldn't be left
:55:26. > :55:30.like that, the cherry tree was buff he butchered? You are saying that,
:55:30. > :55:36.I know my opinion. Tell me how the family tree works with the Smiths?
:55:36. > :55:40.What do you mean. What I'm confused about, right, there is you, you are
:55:40. > :55:46.Wayne, and then there is Walter, he's your son. Not my son. Is he
:55:46. > :55:55.not? I haven't got a son called Walter. I thought he was your son,
:55:55. > :56:00.that is how he was introduced. haven't got a son called Walter.
:56:00. > :56:03.Do you want me to pull away. Wayne might be confused about who his
:56:03. > :56:10.relatives and offspring are, he does deny Walter works for him.
:56:10. > :56:14.Either way, when it comes to assessing the Smith's work manship.
:56:14. > :56:21.You run around giving people a bad name, that is a good thing, the
:56:21. > :56:26.work I do is perfect. It has never met perfect, it hasn't been there
:56:26. > :56:30.on holiday. That is your opinion. It has been looked at by someone
:56:30. > :56:37.who has spent years studying trees. How come he's not here to prove it.
:56:37. > :56:42.You go into people's houses and find work that doesn't need doing.
:56:42. > :56:46.Pass on to Aaron not to pee in people's plant pots, pass that one
:56:46. > :56:51.on as well. All right, goodbye. Tree specialist, there he goes.
:56:51. > :56:56.Well, the rainfalls down on a hum drum town, the Smiths are back on
:56:56. > :57:01.the road, and I wonder if they will be putting that on their greatest
:57:01. > :57:04.hits album. I wish we knew, but we don't,
:57:04. > :57:08.despite asking for a detailed response to all our allegations we
:57:09. > :57:14.have heard absolutely nothing back. I wonder if we have upset them. Not
:57:14. > :57:17.to worry, that is kind of our job. As is this, putting the faces on
:57:17. > :57:22.our rogue's gallery, tonight Wayne Smith becomes the first in our new
:57:22. > :57:26.series. Just a quick update, Tesco
:57:26. > :57:30.customers unhappy at the company not honouring their �49.99 offer, I
:57:30. > :57:35.think they are all watching the programme this evening, Olivia
:57:35. > :57:41.wants her iPad, she works for a big retailer, if they mark a price tag
:57:41. > :57:46.incorrectly they would honour it. Good we hading? Very good. They are
:57:46. > :57:51.upset on Twitter. Keep visiting with your tip-offs, click on "your
:57:51. > :57:55.story". Coming up next week. Halifax and
:57:55. > :57:59.Lloyd's pet insurance, sold as lifelong cover, now it has been
:57:59. > :58:04.pulled, and these dogs risk being put down. Owners simply can't
:58:04. > :58:08.afford the hefty vet bills. Disneyland Paris, same holiday,
:58:08. > :58:11.different price, why do they charge British customers more. And want to