:00:12. > :00:21.You are watching x-ray, this showed that fights for your rights. If you
:00:22. > :00:28.have been ripped off, or that deal pans out be dodgy, we will battle it
:00:29. > :00:31.out on your behalf. -- at that deal pans out to be dodgy. We are here to
:00:32. > :00:39.fight your corner. Tonight, the rogue roofer,
:00:40. > :00:42.leaving customers homes I've had roofers come in and they've
:00:43. > :00:50.had a look and they've laughed. We meet the family who can't
:00:51. > :00:54.understand why their phone line I could see this box
:00:55. > :01:00.was actually on fire. And Omar's getting his gloves on,
:01:01. > :01:03.to learn the rules of recycling. In the time I've done half a box
:01:04. > :01:13.he would do about 20. First tonight, when you're
:01:14. > :01:17.renovating a house getting the roof right is a pretty important part
:01:18. > :01:21.of the job, but Rachel's been meeting customers of one so called
:01:22. > :01:24.'expert' who wish they'd It can take years of hard work
:01:25. > :01:35.and training to become a professional roofer,
:01:36. > :01:38.and it's a lot more that just knowing your flashing
:01:39. > :01:43.from your fascias. Repairing or replacing
:01:44. > :01:47.a roof can cost ?1000s, so choosing the right person
:01:48. > :01:49.for the job makes And here's one you may
:01:50. > :01:55.want to avoid, Nigel Davies from Llanelli, who trades
:01:56. > :02:00.as P Roofing has left a trail of unhappy customers
:02:01. > :02:03.across South Wales. A year ago, we met Julie Williams
:02:04. > :02:07.who'd paid him ?7,000 to build a new garage,
:02:08. > :02:11.but it was a complete disaster. Where you've got the tiles
:02:12. > :02:18.at the top, it had gone like that. The work was so bad Julie had to pay
:02:19. > :02:24.?14,000 for another firm to demolish the garage and rebuild
:02:25. > :02:27.it from scratch. We tracked him down
:02:28. > :02:35.and confronted him, Since then, more victims have come
:02:36. > :02:46.forward with their horror stories. Nick Davies from Swansea trusted
:02:47. > :02:50.Nigel's company to renovate his bungalow and handed
:02:51. > :02:56.over a whopping ?43,000. But it's riddled with
:02:57. > :02:58.defects and it didn't I have discovered the first
:02:59. > :03:04.problem with this house. This is Mr Davies' work,
:03:05. > :03:09.I take it? So, when you shut it,
:03:10. > :03:14.it doesn't actually shut properly Not the best of starts,
:03:15. > :03:24.but there was worse to come. So, this is your new, but very
:03:25. > :03:27.unfinished porch I would say. Now that is quite an interesting
:03:28. > :03:29.feature. That is part of the external roof
:03:30. > :03:35.which should have been attached And it actually seems
:03:36. > :03:40.to be floating. As far as I can see,
:03:41. > :04:00.the bottom of it is, yes. So have you had anybody look
:04:01. > :04:03.at this since? I've had roofers come in and they've
:04:04. > :04:07.had a look and they've laughed and said they can't believe it,
:04:08. > :04:09.they've never seen anything When Nigel Davies began
:04:10. > :04:12.work in November 2014, he promised the job would take just
:04:13. > :04:14.a few months. But, by the following summer,
:04:15. > :04:17.with the house still unfinished, And when I did get hold of him
:04:18. > :04:23.it was just excuse after excuse. And Nick was left to patch up
:04:24. > :04:25.the poor workmanship himself. We had quite a strong gale one
:04:26. > :04:28.night, got up the next morning to see the corner of the roof
:04:29. > :04:31.lifting and blowing around. So, that will explain what the black
:04:32. > :04:38.tape is all about then. You were trying to keep your roof
:04:39. > :04:41.from flying away. Effectively, yes, and there
:04:42. > :04:43.is nothing I can do about it, short of take it all off
:04:44. > :04:45.and replace it. And start again and wave
:04:46. > :04:48.goodbye to all the money In Ammanford, Rose Williams also
:04:49. > :04:52.fell for Nigel's promises. Back in March, she was looking
:04:53. > :04:55.forward to a new start for her and her son, in the first
:04:56. > :05:00.house they'd ever owned. I came down to visit and just fell
:05:01. > :05:03.in love with the place. Kids are allowed to be
:05:04. > :05:06.kids around here. My son's got lots and lots
:05:07. > :05:09.of friends for the first time. But, it wasn't a good move to hire
:05:10. > :05:18.Nigel Davies to work on the roof and to replace the original
:05:19. > :05:21.cast iron guttering. He wanted ?1500 for the cost
:05:22. > :05:25.of the supply of the guttering and down pipes which he wanted
:05:26. > :05:29.upfront so he could Nigel did replace the soffits,
:05:30. > :05:36.fascias and vents. This is one of them,
:05:37. > :05:38.stained with blood. He also took away all the original
:05:39. > :05:43.guttering, but never So, when the heavens
:05:44. > :05:51.opened, this happened... The amount of rain that comes off
:05:52. > :06:08.that roof is unbelievable. It pools up like lakes next
:06:09. > :06:11.to the house, it's not going into the drainage
:06:12. > :06:12.system at all. It's a crucial thing that needed
:06:13. > :06:15.doing, you can't have any Unable to get Nigel to put things
:06:16. > :06:20.right, she demanded her money back, Complete disrespect
:06:21. > :06:23.that we are in the situation we are in and how it's affecting
:06:24. > :06:26.everything else in our lives at the moment because we're
:06:27. > :06:28.busy chasing him. These angry, abandoned customers
:06:29. > :06:30.say Nigel Davies just And we want to know how he's
:06:31. > :06:38.going to put this right. Now, you might be wondering why I'm
:06:39. > :06:41.not confronting Nigel Davies. Well, he did promise to do
:06:42. > :06:44.an interview with us But, at the last minute,
:06:45. > :06:51.he's let us down too. It just seems to be a snowballing
:06:52. > :06:57.catalogue of errors. Everything I wanted to achieve
:06:58. > :07:02.has now fallen away. So, it was a bit of a waste
:07:03. > :07:08.of money wasn't it? Well, despite agreeing,
:07:09. > :07:10.then refusing, to speak to us on camera, Nigel Davies did provide
:07:11. > :07:13.us with a statement. He says he's sorry
:07:14. > :07:16.for any inconvenience But he doesn't say why
:07:17. > :07:20.he left Nick's bungalow in such a shocking state,
:07:21. > :07:24.and he certainly didn't tell us what happened to the ?15,000 Rose
:07:25. > :07:37.had given him for the guttering He has told us that he's moved
:07:38. > :07:41.and is no longer working in Wales though, so at least
:07:42. > :07:43.that's something. Remember, if there's anything you'd
:07:44. > :07:45.like us to look into, you can call us on 03703 334 334,
:07:46. > :07:48.you can email xray@bbc.co.uk, Still to come, a scary situation
:07:49. > :07:57.for Mike, who just wants a working phone line.
:07:58. > :08:00.We came downstairs and actually smelt the socket and you could smell
:08:01. > :08:04.like plastic burning. Now, two years ago, Gwynedd Council
:08:05. > :08:10.became the first in Wales to move to general waste collections every
:08:11. > :08:13.three weeks to try and boost levels Other neighbouring
:08:14. > :08:23.councils, like Anglesey, Conwy are even trialling
:08:24. > :08:25.monthly collections. Cllr John Wyn Jones is here
:08:26. > :08:30.to tell me a little bit more. It's bin day in Bangor,
:08:31. > :08:33.people do feel very strongly about their waste collections though
:08:34. > :08:36.don't they, I know Yes we did, a small minority,
:08:37. > :08:43.that were protesting but the majority of the people
:08:44. > :08:46.here have taken to the system and are really doing well.
:08:47. > :08:49.But has it worked, have levels Well, yes indeed they have,
:08:50. > :08:56.we were achieving levels of 40 Let's see how the residents
:08:57. > :09:04.of Llanrug feel about having fewer rubbish collections
:09:05. > :09:13.to encourage recycling. It's fine by me, I live on my own,
:09:14. > :09:17.I haven't got a lot of rubbish. I think it's terrible,
:09:18. > :09:23.six of us live in our Well, where I moved from,
:09:24. > :09:27.I've been here 18 months, we had two large wheelies
:09:28. > :09:32.and you just put them in, but here you have to be
:09:33. > :09:35.a bit more selective. I think if you manage it properly,
:09:36. > :09:38.there are banks here locally in the village,
:09:39. > :09:40.others in Caernarfon which isn't far away, I don't think
:09:41. > :09:44.its a massive problem. More on that later, but first,
:09:45. > :09:48.Marks Spencer is the latest shopping giant to warn
:09:49. > :09:53.about fake vouchers. Coupons offering huge discounts
:09:54. > :09:56.at the store and others, like Aldi, Ikea and Sainsbury's have been
:09:57. > :10:02.popping up on Facebook and Whatsapp. But, there are no vouchers, scammers
:10:03. > :10:07.just want your personal details! Back in the spring, we told
:10:08. > :10:10.you about dozens of viewers affected by Whirlpool's tumble dryer recall,
:10:11. > :10:15.after a spate of fires. Viewers like Suzanne Dymond
:10:16. > :10:19.were angry at being told they'd have to wait up to ten months for
:10:20. > :10:24.a repair or pay for a new machine. But now, the financial ombudsman
:10:25. > :10:27.service has ruled in favour of a customer
:10:28. > :10:29.who asked for a full refund If you try this, let us
:10:30. > :10:35.know how you get on. And a technical issue
:10:36. > :10:40.with the official National Lottery app means players may have seen
:10:41. > :10:42.an incorrect non-winning message Camelot are investigating
:10:43. > :10:48.and are advising people to go to their website to re-check
:10:49. > :10:52.all draws since 13th October. Now, we all rely on internet
:10:53. > :11:01.success these days. But I've been to meet a family
:11:02. > :11:04.from rural Carmarthenshire who say their new connection
:11:05. > :11:09.could have put their lives at risk. I've been called in to investigate
:11:10. > :11:14.a curious case which is baffling This is the victim,
:11:15. > :11:25.a dead phone line. Mike Melly has been a police officer
:11:26. > :11:27.for 23 years, but this is one investigation
:11:28. > :11:29.that's left him stumped, It's a story with some
:11:30. > :11:38.terrifying twists and turns. The saga began in October last year,
:11:39. > :11:56.when engineers were upgrading I was on the phone to my mother, the
:11:57. > :11:57.started crackling and going dead. At about the same time the broadband
:11:58. > :12:03.was topping out. -- dropping out. We rely quite heavily on the
:12:04. > :12:08.landline, especially with my mum. She's getting on in years and it's
:12:09. > :12:11.nice to make contact with her and it's the same thing with work,
:12:12. > :12:13.they have my landline. Mike reported the patchy service
:12:14. > :12:17.to his phone and broadband provider, Despite a stream of visits from BT
:12:18. > :12:24.engineers trying to sort out the connection, no one
:12:25. > :12:27.could solve the clues. Five months passed and the coverage
:12:28. > :12:32.got even worse, so Mike ditched BT and changed to Sky, but,
:12:33. > :12:35.it made no difference. Mike phoned Sky and they
:12:36. > :12:43.sent someone round. However, the engineers were the same
:12:44. > :12:45.engineers because Openreach is the company that
:12:46. > :12:47.provides our line here. No matter which service
:12:48. > :12:49.provider you're with, BT Openreach looks after the network
:12:50. > :12:52.of phone lines. So, Mike found himself trying to get
:12:53. > :12:58.answers from them and Sky. It's been a nightmare I was phoning
:12:59. > :13:02.up senior management within Openreach, then phoning up
:13:03. > :13:05.senior complaints departments in Sky and neither of them were talking
:13:06. > :13:08.to each other and I couldn't get any I had to pay ?300 more on my mobile
:13:09. > :13:16.phone bill and that was in relation More engineers were sent out,
:13:17. > :13:24.and all left scratching their heads. They even tried moving the master
:13:25. > :13:27.socket to different locations in the house in the hope of getting
:13:28. > :13:30.a better connection, My wife said I can smell burning,
:13:31. > :13:37.like a plastic smell, so we came downstairs and actually
:13:38. > :13:40.smelt the socket and you could smell That's the socket before
:13:41. > :13:44.they repaired the line. Can you see its all burnt
:13:45. > :13:48.on the inside? It looks really
:13:49. > :13:52.dangerous doesn't it? You think that is an accident
:13:53. > :13:55.waiting to happen. It would only take something
:13:56. > :13:57.to ignite it to the wallpaper or curtains or whatever and then
:13:58. > :14:01.you'd have a full blown house fire. They thought it was a fault
:14:02. > :14:09.with my electrics. I had the house checked by two
:14:10. > :14:12.electricians on two separate occasions and there was nothing
:14:13. > :14:16.wrong with the wiring. One Openreach engineer told Mike
:14:17. > :14:20.that the singed socket could have So, to protect the house
:14:21. > :14:27.from future surges, Openreach fitted a breaker box,
:14:28. > :14:29.to act like a fuse, But nothing could have prepared
:14:30. > :14:34.the family for what I was out it the garden
:14:35. > :14:40.I was and I came out As I was getting closer to the house
:14:41. > :14:47.I looked up and there was smoke coming out of it and as I got closer
:14:48. > :14:50.I could see this box It was frightening,
:14:51. > :14:54.I panicked, I did. I thought I didn't want
:14:55. > :14:57.the roof to catch fire When I looked up and I saw that it
:14:58. > :15:02.had been smoldering, there was still flames
:15:03. > :15:04.coming out of it. The only thing I could think
:15:05. > :15:07.of was to call the fire brigade. It was incredibly lucky
:15:08. > :15:10.that we were in the house that day. It could have happened
:15:11. > :15:13.when we were both working and I dread to think
:15:14. > :15:24.of the consequences of that. Mike's now had a year of bad
:15:25. > :15:26.or nonexistent phone In that time, he's paid hundreds
:15:27. > :15:30.of pounds to both BT and Sky and is no closer
:15:31. > :15:32.to finding any answers. How do you feel they
:15:33. > :15:36.have treated you? The months of correspondence either
:15:37. > :15:39.by email or telephone calls. I think the service
:15:40. > :15:44.has been disgraceful. It's a real mystery and Mike
:15:45. > :15:46.is still without a phone His service provider, Sky,
:15:47. > :15:54.told us they take safety very seriously and always quickly
:15:55. > :15:55.escalated his complaints Sky have apologised
:15:56. > :16:01.for the inconvenience though and offered Mike ?120 as a gesture
:16:02. > :16:05.of goodwill which he's not As for BT Openreach,
:16:06. > :16:22.they say they've now concluded their investigation
:16:23. > :16:26.and found no fault in their They're advising Mike
:16:27. > :16:33.to get his electrics checked again, While they were investigating,
:16:34. > :16:38.they did give Mike a 4G Mobile device to provide a free temporary
:16:39. > :16:41.broadband as a goodwill gesture. They now say they won't pay
:16:42. > :16:44.for that any more credit. BT also say they've never come
:16:45. > :16:47.across a situation like this before so if you've had any similar
:16:48. > :16:49.problems and can shed any light Now, three weeks ago,
:16:50. > :16:54.we told you about a Swansea based claims firm who'd left a trail
:16:55. > :16:56.of unhappy customers. Why are you still promising
:16:57. > :16:59.fast PPI pay-outs? This is Lloyd Davies,
:17:00. > :17:05.the director of JAS I have made a statement and I have
:17:06. > :17:14.nothing further to add. His company - which trades
:17:15. > :17:17.as Hampton Rae, Litchfield Price and NLC Solutions -
:17:18. > :17:19.had been cold-calling people like I was in a bit of a rush,
:17:20. > :17:27.and this lady phoned me up, and she said you've got PPI,
:17:28. > :17:30.and I thought, oh!? They said it would be
:17:31. > :17:32.a few thousand. Louise paid almost ?500
:17:33. > :17:35.as an upfront fee and was promised that money back and her PPI pay
:17:36. > :17:40.out within weeks. Exactly the sort of dubious promise
:17:41. > :17:43.that led to the Legal Ombudsman receiving an unprecedented 92
:17:44. > :17:51.complaints this year. People have felt very distressed,
:17:52. > :17:54.they have felt exploited and it certainly isn't acceptable
:17:55. > :17:56.for a claims management company But after we exposed
:17:57. > :18:03.the company's dodgy tactics, There's a meeting on Thursday
:18:04. > :18:12.for customers still owed money. We asked an insolvency practitioner
:18:13. > :18:14.what they could expect They can ask questions
:18:15. > :18:27.of the directors which is quite a useful tool but generally
:18:28. > :18:30.the questions they can ask will be limited to the company's
:18:31. > :18:31.overall financial position. But claiming on your credit card
:18:32. > :18:34.could be a much easier option. The credit card company
:18:35. > :18:37.will probably refund them in full if they accept that the service
:18:38. > :18:41.hasn't been provided. Now if they paid by debit card
:18:42. > :18:44.or cheque or cash even, that obviously won't apply to them,
:18:45. > :18:47.the only way they are going to get their money back is through
:18:48. > :18:50.the liquidation process itself. The company may have shut up shop,
:18:51. > :18:52.but they're still being investigated Now across Wales, councils
:18:53. > :19:01.which don't meet their recycling targets face hefty fines -
:19:02. > :19:04.and that cost could then But knowing what you can and can't
:19:05. > :19:11.recycle can be confusing! So I've got a little quiz for people
:19:12. > :19:15.here in Caernarfon to see Have a look in the basket,
:19:16. > :19:24.go through it all for me, tell me what you reckon can be
:19:25. > :19:29.recycled and what can't. It is mixed recycled materials. You
:19:30. > :19:58.cannot recycle it. Maybe this? Crisp packet - not good
:19:59. > :20:23.enough quality to recycle, Aerosol. You can recycle it. Yoghurt
:20:24. > :20:28.pots. Yes, the part. What about the foil? Bin-macro I would say yes.
:20:29. > :20:40.Yes, sometimes, do you need to check, if it scrunches?
:20:41. > :20:46.And it's not surprising when recycling varies around Wales.
:20:47. > :20:49.We sent Omar to two neighbouring counties, to see the different ways
:20:50. > :21:00.Love it or loathe it, we all have to recycle these days -
:21:01. > :21:03.but many of us could be a lot better at it.
:21:04. > :21:07.In fact, half the stuff that ends up in landfill
:21:08. > :21:14.So today I'm on a mission to find out where we're going wrong.
:21:15. > :21:39.I like recycling but no one ever showed me the guide.
:21:40. > :21:41.Maybe we can show you that today then.
:21:42. > :21:43.So do you want to get your hands dirty?
:21:44. > :21:49.Here in Torfaen, the recycling crew doesn't just collect your rubbish -
:21:50. > :22:01.It's hard work - but it's the most efficient way.
:22:02. > :22:03.So this is plastic, you are now spotting
:22:04. > :22:10.In this area around 60% of rubbish is recycled and people are pretty
:22:11. > :22:17.If people separate say plastic into one box,
:22:18. > :22:20.obviously its easier for the crews they can just off-load it.
:22:21. > :22:25.So if I'm thinking a lot of my recycling is glass bottles
:22:26. > :22:31.and a lot of it is plastic it's worth having two separate boxes.
:22:32. > :22:38.But, like me, people can get confused.
:22:39. > :22:41.Well, this is a paint tin, it's not the type of material we can
:22:42. > :22:44.take at the kerbside, that should go to the household
:22:45. > :22:46.waste recycling centre because we've got facilities there that
:22:47. > :22:51.We appreciate residents recycling, but sometimes there can be
:22:52. > :22:56.So if we've left anything in the box the crews have left it for a reason.
:22:57. > :22:58.The council's also using another tactic.
:22:59. > :23:01.Tell me about the skinny bins and why they've been brought in?
:23:02. > :23:10.This is our 140 litre bin, we used to supply a 240 litre so it
:23:11. > :23:17.Since we've introduced the skinny bin we've seen a quarter reduction
:23:18. > :23:25.Right, it's time for me to get stuck in.
:23:26. > :23:30.So I hold it, where do you hold it, here in the middle?
:23:31. > :23:33.So first step is what most of you keep 'till the end?
:23:34. > :23:54.There are lots of things here that are recyclable that I woudn't
:23:55. > :23:58.Most mixed plastics now we can take at the kerbside,
:23:59. > :24:02.Yoghurt pots, mixed plastic bottles we take all that at the kerbside.
:24:03. > :24:07.Oh loads, and that's the biggest part that fills your bin.
:24:08. > :24:09.In the past, the advice was to avoid recycling
:24:10. > :24:17.Now, lots of councils will accept them it's worth checking
:24:18. > :24:24.It seems to me, with recycling, the more you do the easier it gets.
:24:25. > :24:40.In the time I've done half a box, he would do about 20!
:24:41. > :24:54.Several hours later Omar successfully recycles!
:24:55. > :24:57.I think I'd better let the team get on with the job.
:24:58. > :24:59.I'm heading off to neighbouring Rhondda Cynon Taf,
:25:00. > :25:03.to get the bigger picture In Wales overall, we're quite good
:25:04. > :25:08.at recycling aren't we, compared to say England?
:25:09. > :25:10.We're much better than the whole of Britain,
:25:11. > :25:16.I think we averaged about 60% recycling last year,
:25:17. > :25:27.I don't know what England are, but I know they're below us!
:25:28. > :25:30.All the sorting's done back at the collection
:25:31. > :25:34.So each person has a material they're specialised in.
:25:35. > :25:37.That's correct you've got your paper, your card your plastic,
:25:38. > :25:46.Why don't you have a go at picking the paper off the belt?
:25:47. > :25:48.Is that what you've been planning the whole time?
:25:49. > :25:58.That's paper!
:25:59. > :26:05.This is like when you are trying to get your bag at the airport!
:26:06. > :26:08.You're like, oh, no I missed it, I missed it!
:26:09. > :26:10.There are quite a few things on the conveyor belt that
:26:11. > :26:12.should never have gone into the recycling bag.
:26:13. > :26:17.Nigel's going to show me the reject pile.
:26:18. > :26:21.So these are the things that have been through all of the stages,
:26:22. > :26:24.through all of the conveyor belts and no one's picked them out.
:26:25. > :26:38.That's not a recyclable, shouldn't be in there!
:26:39. > :26:40.Whilst you can recycle some electrical items,
:26:41. > :26:44.you'll need to check how your local council collects them.
:26:45. > :26:57.If I was doing the picking I'd think this was plastic.
:26:58. > :26:59.No, its such a poor quality, same with your bread wrappers,
:27:00. > :27:05.So there is no material in there to recycle?
:27:06. > :27:11.What kind of person thinks a nappy can be recycled?!
:27:12. > :27:15.It can be recycled but it has to be through a nappy scheme.
:27:16. > :27:17.So it might mean making a bit of an effort -
:27:18. > :27:21.Surely that's a good thing, when 1,000 tonnes of rubbish
:27:22. > :27:25.I've had a crazy day, I've sifted through hundreds
:27:26. > :27:27.and hundreds of pieces of rubbish, to learn about the mystery
:27:28. > :27:29.of recycling, I'm definitely going to recycle
:27:30. > :27:42.But if you need our help with anything, however big
:27:43. > :27:47.or small, do get in touch - our details are on the screen now.
:27:48. > :27:50.Sophie trusted her tour operator to provide her
:27:51. > :27:56.But she says they let her down when disaster struck.
:27:57. > :28:04.We were just surrounded by the fire, it was just smoke