Episode 5 X-Ray

You are watching x-ray, this showed that fights for your rights. If you

have been ripped off, or that deal pans out be dodgy, we will battle it

out on your behalf. -- at that deal pans out to be dodgy. We are here to

fight your corner. Tonight, the rogue roofer,

leaving customers homes I've had roofers come in and they've

had a look and they've laughed. We meet the family who can't

understand why their phone line I could see this box

was actually on fire. And Omar's getting his gloves on,

to learn the rules of recycling. In the time I've done half a box

he would do about 20. First tonight, when you're

renovating a house getting the roof right is a pretty important part

of the job, but Rachel's been meeting customers of one so called

'expert' who wish they'd It can take years of hard work

and training to become a professional roofer,

and it's a lot more that just knowing your flashing

from your fascias. Repairing or replacing

a roof can cost ?1000s, so choosing the right person

for the job makes And here's one you may

want to avoid, Nigel Davies from Llanelli, who trades

as P Roofing has left a trail of unhappy customers

across South Wales. A year ago, we met Julie Williams

who'd paid him ?7,000 to build a new garage,

but it was a complete disaster. Where you've got the tiles

at the top, it had gone like that. The work was so bad Julie had to pay

?14,000 for another firm to demolish the garage and rebuild

it from scratch. We tracked him down

and confronted him, Since then, more victims have come

forward with their horror stories. Nick Davies from Swansea trusted

Nigel's company to renovate his bungalow and handed

over a whopping ?43,000. But it's riddled with

defects and it didn't I have discovered the first

problem with this house. This is Mr Davies' work,

I take it? So, when you shut it,

it doesn't actually shut properly Not the best of starts,

but there was worse to come. So, this is your new, but very

unfinished porch I would say. Now that is quite an interesting

feature. That is part of the external roof

which should have been attached And it actually seems

to be floating. As far as I can see,

the bottom of it is, yes. So have you had anybody look

at this since? I've had roofers come in and they've

had a look and they've laughed and said they can't believe it,

they've never seen anything When Nigel Davies began

work in November 2014, he promised the job would take just

a few months. But, by the following summer,

with the house still unfinished, And when I did get hold of him

it was just excuse after excuse. And Nick was left to patch up

the poor workmanship himself. We had quite a strong gale one

night, got up the next morning to see the corner of the roof

lifting and blowing around. So, that will explain what the black

tape is all about then. You were trying to keep your roof

from flying away. Effectively, yes, and there

is nothing I can do about it, short of take it all off

and replace it. And start again and wave

goodbye to all the money In Ammanford, Rose Williams also

fell for Nigel's promises. Back in March, she was looking

forward to a new start for her and her son, in the first

house they'd ever owned. I came down to visit and just fell

in love with the place. Kids are allowed to be

kids around here. My son's got lots and lots

of friends for the first time. But, it wasn't a good move to hire

Nigel Davies to work on the roof and to replace the original

cast iron guttering. He wanted ?1500 for the cost

of the supply of the guttering and down pipes which he wanted

upfront so he could Nigel did replace the soffits,

fascias and vents. This is one of them,

stained with blood. He also took away all the original

guttering, but never So, when the heavens

opened, this happened... The amount of rain that comes off

that roof is unbelievable. It pools up like lakes next

to the house, it's not going into the drainage

system at all. It's a crucial thing that needed

doing, you can't have any Unable to get Nigel to put things

right, she demanded her money back, Complete disrespect

that we are in the situation we are in and how it's affecting

everything else in our lives at the moment because we're

busy chasing him. These angry, abandoned customers

say Nigel Davies just And we want to know how he's

going to put this right. Now, you might be wondering why I'm

not confronting Nigel Davies. Well, he did promise to do

an interview with us But, at the last minute,

he's let us down too. It just seems to be a snowballing

catalogue of errors. Everything I wanted to achieve

has now fallen away. So, it was a bit of a waste

of money wasn't it? Well, despite agreeing,

then refusing, to speak to us on camera, Nigel Davies did provide

us with a statement. He says he's sorry

for any inconvenience But he doesn't say why

he left Nick's bungalow in such a shocking state,

and he certainly didn't tell us what happened to the ?15,000 Rose

had given him for the guttering He has told us that he's moved

and is no longer working in Wales though, so at least

that's something. Remember, if there's anything you'd

like us to look into, you can call us on 03703 334 334,

you can email [email protected], Still to come, a scary situation

for Mike, who just wants a working phone line.

We came downstairs and actually smelt the socket and you could smell

like plastic burning. Now, two years ago, Gwynedd Council

became the first in Wales to move to general waste collections every

three weeks to try and boost levels Other neighbouring

councils, like Anglesey, Conwy are even trialling

monthly collections. Cllr John Wyn Jones is here

to tell me a little bit more. It's bin day in Bangor,

people do feel very strongly about their waste collections though

don't they, I know Yes we did, a small minority,

that were protesting but the majority of the people

here have taken to the system and are really doing well.

But has it worked, have levels Well, yes indeed they have,

we were achieving levels of 40 Let's see how the residents

of Llanrug feel about having fewer rubbish collections

to encourage recycling. It's fine by me, I live on my own,

I haven't got a lot of rubbish. I think it's terrible,

six of us live in our Well, where I moved from,

I've been here 18 months, we had two large wheelies

and you just put them in, but here you have to be

a bit more selective. I think if you manage it properly,

there are banks here locally in the village,

others in Caernarfon which isn't far away, I don't think

its a massive problem. More on that later, but first,

Marks Spencer is the latest shopping giant to warn

about fake vouchers. Coupons offering huge discounts

at the store and others, like Aldi, Ikea and Sainsbury's have been

popping up on Facebook and Whatsapp. But, there are no vouchers, scammers

just want your personal details! Back in the spring, we told

you about dozens of viewers affected by Whirlpool's tumble dryer recall,

after a spate of fires. Viewers like Suzanne Dymond

were angry at being told they'd have to wait up to ten months for

a repair or pay for a new machine. But now, the financial ombudsman

service has ruled in favour of a customer

who asked for a full refund If you try this, let us

know how you get on. And a technical issue

with the official National Lottery app means players may have seen

an incorrect non-winning message Camelot are investigating

and are advising people to go to their website to re-check

all draws since 13th October. Now, we all rely on internet

success these days. But I've been to meet a family

from rural Carmarthenshire who say their new connection

could have put their lives at risk. I've been called in to investigate

a curious case which is baffling This is the victim,

a dead phone line. Mike Melly has been a police officer

for 23 years, but this is one investigation

that's left him stumped, It's a story with some

terrifying twists and turns. The saga began in October last year,

when engineers were upgrading I was on the phone to my mother, the

started crackling and going dead. At about the same time the broadband

was topping out. -- dropping out. We rely quite heavily on the

landline, especially with my mum. She's getting on in years and it's

nice to make contact with her and it's the same thing with work,

they have my landline. Mike reported the patchy service

to his phone and broadband provider, Despite a stream of visits from BT

engineers trying to sort out the connection, no one

could solve the clues. Five months passed and the coverage

got even worse, so Mike ditched BT and changed to Sky, but,

it made no difference. Mike phoned Sky and they

sent someone round. However, the engineers were the same

engineers because Openreach is the company that

provides our line here. No matter which service

provider you're with, BT Openreach looks after the network

of phone lines. So, Mike found himself trying to get

answers from them and Sky. It's been a nightmare I was phoning

up senior management within Openreach, then phoning up

senior complaints departments in Sky and neither of them were talking

to each other and I couldn't get any I had to pay ?300 more on my mobile

phone bill and that was in relation More engineers were sent out,

and all left scratching their heads. They even tried moving the master

socket to different locations in the house in the hope of getting

a better connection, My wife said I can smell burning,

like a plastic smell, so we came downstairs and actually

smelt the socket and you could smell That's the socket before

they repaired the line. Can you see its all burnt

on the inside? It looks really

dangerous doesn't it? You think that is an accident

waiting to happen. It would only take something

to ignite it to the wallpaper or curtains or whatever and then

you'd have a full blown house fire. They thought it was a fault

with my electrics. I had the house checked by two

electricians on two separate occasions and there was nothing

wrong with the wiring. One Openreach engineer told Mike

that the singed socket could have So, to protect the house

from future surges, Openreach fitted a breaker box,

to act like a fuse, But nothing could have prepared

the family for what I was out it the garden

I was and I came out As I was getting closer to the house

I looked up and there was smoke coming out of it and as I got closer

I could see this box It was frightening,

I panicked, I did. I thought I didn't want

the roof to catch fire When I looked up and I saw that it

had been smoldering, there was still flames

coming out of it. The only thing I could think

of was to call the fire brigade. It was incredibly lucky

that we were in the house that day. It could have happened

when we were both working and I dread to think

of the consequences of that. Mike's now had a year of bad

or nonexistent phone In that time, he's paid hundreds

of pounds to both BT and Sky and is no closer

to finding any answers. How do you feel they

have treated you? The months of correspondence either

by email or telephone calls. I think the service

has been disgraceful. It's a real mystery and Mike

is still without a phone His service provider, Sky,

told us they take safety very seriously and always quickly

escalated his complaints Sky have apologised

for the inconvenience though and offered Mike ?120 as a gesture

of goodwill which he's not As for BT Openreach,

they say they've now concluded their investigation

and found no fault in their They're advising Mike

to get his electrics checked again, While they were investigating,

they did give Mike a 4G Mobile device to provide a free temporary

broadband as a goodwill gesture. They now say they won't pay

for that any more credit. BT also say they've never come

across a situation like this before so if you've had any similar

problems and can shed any light Now, three weeks ago,

we told you about a Swansea based claims firm who'd left a trail

of unhappy customers. Why are you still promising

fast PPI pay-outs? This is Lloyd Davies,

the director of JAS I have made a statement and I have

nothing further to add. His company - which trades

as Hampton Rae, Litchfield Price and NLC Solutions -

had been cold-calling people like I was in a bit of a rush,

and this lady phoned me up, and she said you've got PPI,

and I thought, oh!? They said it would be

a few thousand. Louise paid almost ?500

as an upfront fee and was promised that money back and her PPI pay

out within weeks. Exactly the sort of dubious promise

that led to the Legal Ombudsman receiving an unprecedented 92

complaints this year. People have felt very distressed,

they have felt exploited and it certainly isn't acceptable

for a claims management company But after we exposed

the company's dodgy tactics, There's a meeting on Thursday

for customers still owed money. We asked an insolvency practitioner

what they could expect They can ask questions

of the directors which is quite a useful tool but generally

the questions they can ask will be limited to the company's

overall financial position. But claiming on your credit card

could be a much easier option. The credit card company

will probably refund them in full if they accept that the service

hasn't been provided. Now if they paid by debit card

or cheque or cash even, that obviously won't apply to them,

the only way they are going to get their money back is through

the liquidation process itself. The company may have shut up shop,

but they're still being investigated Now across Wales, councils

which don't meet their recycling targets face hefty fines -

and that cost could then But knowing what you can and can't

recycle can be confusing! So I've got a little quiz for people

here in Caernarfon to see Have a look in the basket,

go through it all for me, tell me what you reckon can be

recycled and what can't. It is mixed recycled materials. You

cannot recycle it. Maybe this? Crisp packet - not good

enough quality to recycle, Aerosol. You can recycle it. Yoghurt

pots. Yes, the part. What about the foil? Bin-macro I would say yes.

Yes, sometimes, do you need to check, if it scrunches?

And it's not surprising when recycling varies around Wales.

We sent Omar to two neighbouring counties, to see the different ways

Love it or loathe it, we all have to recycle these days -

but many of us could be a lot better at it.

In fact, half the stuff that ends up in landfill

So today I'm on a mission to find out where we're going wrong.

I like recycling but no one ever showed me the guide.

Maybe we can show you that today then.

So do you want to get your hands dirty?

Here in Torfaen, the recycling crew doesn't just collect your rubbish -

It's hard work - but it's the most efficient way.

So this is plastic, you are now spotting

In this area around 60% of rubbish is recycled and people are pretty

If people separate say plastic into one box,

obviously its easier for the crews they can just off-load it.

So if I'm thinking a lot of my recycling is glass bottles

and a lot of it is plastic it's worth having two separate boxes.

But, like me, people can get confused.

Well, this is a paint tin, it's not the type of material we can

take at the kerbside, that should go to the household

waste recycling centre because we've got facilities there that

We appreciate residents recycling, but sometimes there can be

So if we've left anything in the box the crews have left it for a reason.

The council's also using another tactic.

Tell me about the skinny bins and why they've been brought in?

This is our 140 litre bin, we used to supply a 240 litre so it

Since we've introduced the skinny bin we've seen a quarter reduction

Right, it's time for me to get stuck in.

So I hold it, where do you hold it, here in the middle?

So first step is what most of you keep 'till the end?

There are lots of things here that are recyclable that I woudn't

Most mixed plastics now we can take at the kerbside,

Yoghurt pots, mixed plastic bottles we take all that at the kerbside.

Oh loads, and that's the biggest part that fills your bin.

In the past, the advice was to avoid recycling

Now, lots of councils will accept them it's worth checking

It seems to me, with recycling, the more you do the easier it gets.

In the time I've done half a box, he would do about 20!

Several hours later Omar successfully recycles!

I think I'd better let the team get on with the job.

I'm heading off to neighbouring Rhondda Cynon Taf,

to get the bigger picture In Wales overall, we're quite good

at recycling aren't we, compared to say England?

We're much better than the whole of Britain,

I think we averaged about 60% recycling last year,

I don't know what England are, but I know they're below us!

All the sorting's done back at the collection

So each person has a material they're specialised in.

That's correct you've got your paper, your card your plastic,

Why don't you have a go at picking the paper off the belt?

Is that what you've been planning the whole time?

That's paper!

This is like when you are trying to get your bag at the airport!

You're like, oh, no I missed it, I missed it!

There are quite a few things on the conveyor belt that

should never have gone into the recycling bag.

Nigel's going to show me the reject pile.

So these are the things that have been through all of the stages,

through all of the conveyor belts and no one's picked them out.

That's not a recyclable, shouldn't be in there!

Whilst you can recycle some electrical items,

you'll need to check how your local council collects them.

If I was doing the picking I'd think this was plastic.

No, its such a poor quality, same with your bread wrappers,

So there is no material in there to recycle?

What kind of person thinks a nappy can be recycled?!

It can be recycled but it has to be through a nappy scheme.

So it might mean making a bit of an effort -

Surely that's a good thing, when 1,000 tonnes of rubbish

I've had a crazy day, I've sifted through hundreds

and hundreds of pieces of rubbish, to learn about the mystery

of recycling, I'm definitely going to recycle

But if you need our help with anything, however big

or small, do get in touch - our details are on the screen now.

Sophie trusted her tour operator to provide her

But she says they let her down when disaster struck.

We were just surrounded by the fire, it was just smoke