0:00:02 > 0:00:03Why are you walking away?
0:00:05 > 0:00:07In every corner of Wales...
0:00:10 > 0:00:12..we investigate...
0:00:12 > 0:00:14..scams and rip-offs...
0:00:14 > 0:00:16..bad service and dodgy deals.
0:00:18 > 0:00:21If you've been conned out of your hard-earned cash...
0:00:21 > 0:00:23- We're here... - ..on your side...
0:00:23 > 0:00:25..in your corner.
0:00:25 > 0:00:29- Fighting for your rights. - Fighting for you.
0:00:29 > 0:00:31This is X-Ray.
0:00:43 > 0:00:44On tonight's programme:
0:00:44 > 0:00:48Jason was left thousands of pounds out of pocket by his plumber.
0:00:49 > 0:00:52The money was gone, and he apologised,
0:00:52 > 0:00:54but he said I wouldn't be getting my money back.
0:00:54 > 0:01:00Why does this sat nav insist on ignoring one of Wales' major roads?
0:01:00 > 0:01:02- SAT NAV:- Please turn left after...
0:01:02 > 0:01:03John, where are you going?!
0:01:05 > 0:01:08And a year after it was installed,
0:01:08 > 0:01:13we test out the conservatory roof that just keeps on leaking.
0:01:13 > 0:01:15How's your arm? Has it started running down your sleeve yet?
0:01:15 > 0:01:17- Not yet.- Not yet.
0:01:21 > 0:01:23Hello, welcome to the programme.
0:01:23 > 0:01:26With the cold weather setting in, now's the time many of us
0:01:26 > 0:01:31start to worry about how reliable our plumbing is.
0:01:31 > 0:01:34So later, staff and students here at Bridgend College will be giving me
0:01:34 > 0:01:40some basic advice on how we can all keep warm and dry this winter.
0:01:40 > 0:01:43First, though, Rachel investigates a plumber who seems happy to
0:01:43 > 0:01:47take your money, but not so keen to do the work.
0:01:52 > 0:01:56Today we're on the case of one particular trader -
0:01:56 > 0:01:58a man who's upset some of his customers.
0:01:58 > 0:02:01He owes them money - quite a bit of it -
0:02:01 > 0:02:05and when things go wrong, he can also be tricky to get hold of.
0:02:08 > 0:02:13His name is Peter Fowler, and he's a plumber who seems to be
0:02:13 > 0:02:17quick on the draw when it comes to taking customers' cash.
0:02:19 > 0:02:23Pistol Pete, as he occasionally calls himself,
0:02:23 > 0:02:25is a big fan of airsoft,
0:02:25 > 0:02:29where teams compete by shooting plastic pellets at each other.
0:02:32 > 0:02:34When he's not doing that, he's the owner of
0:02:34 > 0:02:38PJF Plumbing And Heating Services Limited
0:02:38 > 0:02:41and First Choice Plumbing And Heating.
0:02:43 > 0:02:46Jason Stephens was one of his customers.
0:02:46 > 0:02:52In February, he paid Peter Fowler £2,000 up-front towards
0:02:52 > 0:02:54a new central heating system.
0:02:54 > 0:02:56It didn't go well.
0:02:58 > 0:02:59He said he was on his way,
0:02:59 > 0:03:03but he also said that the materials for the job should have been
0:03:03 > 0:03:06delivered to the house, which they hadn't been.
0:03:06 > 0:03:08I explained that to him, and he said he was going to
0:03:08 > 0:03:11the wholesalers to see what the problem was and rectify it.
0:03:11 > 0:03:13I'm assuming you tried to contact him?
0:03:13 > 0:03:17We called. He initially wouldn't answer the calls.
0:03:17 > 0:03:21If I blocked my number so he couldn't see it, he would answer,
0:03:21 > 0:03:24but as soon as he heard it was my voice, he'd hang up.
0:03:25 > 0:03:27Peter Fowler never returned.
0:03:27 > 0:03:32Not unreasonably, Jason wanted his £2,000 back.
0:03:32 > 0:03:34He claimed to have sent the money back to us,
0:03:34 > 0:03:38but then, on further investigation, he claimed to have sent it
0:03:38 > 0:03:40to the wrong bank account and that the money was gone.
0:03:40 > 0:03:44And he apologised, but he said I wouldn't be getting my money back.
0:03:44 > 0:03:47Peter Fowler told Jason he couldn't pay him
0:03:47 > 0:03:49because his company was insolvent.
0:03:51 > 0:03:57Mum-of-three Melanie Wheatley, from Swansea, also had a bad experience.
0:03:57 > 0:04:00She asked Peter Fowler to fix her boiler three years ago
0:04:00 > 0:04:04when the system stopped heating the water.
0:04:04 > 0:04:06He went straight to the boiler, opened it
0:04:06 > 0:04:09and proceeded to try to fix it.
0:04:09 > 0:04:13Progressively taking more parts out of the boiler,
0:04:13 > 0:04:17over the next four hours or so, until he got to the stage
0:04:17 > 0:04:20where he said, it's in such a bad state that I can't fix it,
0:04:20 > 0:04:22it cannot be fixed.
0:04:22 > 0:04:25Peter Fowler told her she needed a new boiler,
0:04:25 > 0:04:27but Melanie wanted time to think.
0:04:27 > 0:04:31She paid him £300 for the work he'd done.
0:04:31 > 0:04:37Her boiler was left in pieces, and she now had no hot water or heating.
0:04:37 > 0:04:40She decided to get another plumber in for a second opinion.
0:04:40 > 0:04:44It took about 40 minutes, and he managed to get it back
0:04:44 > 0:04:47to how it had been before Peter Fowler had come,
0:04:47 > 0:04:50so we had working heating, but no hot water.
0:04:50 > 0:04:53Within about 10, 12 minutes he'd fixed the problem,
0:04:53 > 0:04:56which was apparently really simple - it was a faulty pressure switch.
0:04:58 > 0:05:01She rang Peter Fowler to tell him the hot water had been
0:05:01 > 0:05:04fixed in minutes and ask for a refund.
0:05:05 > 0:05:10His response was kind of, "Oh, that's...that's interesting,
0:05:10 > 0:05:13"I'm pleased for you," and that was it.
0:05:13 > 0:05:15I asked for my money back, and he said, "No."
0:05:15 > 0:05:20Melanie was furious and took Peter Fowler to court.
0:05:20 > 0:05:26The judgment went in her favour, but he's never paid her a penny.
0:05:28 > 0:05:31And she's far from the only one.
0:05:31 > 0:05:35In total, Peter Fowler owes nearly £17,000
0:05:35 > 0:05:37in court judgments against him.
0:05:37 > 0:05:41He's left his customers angry and out of pocket.
0:05:41 > 0:05:43If I got my money back, that would be fantastic,
0:05:43 > 0:05:47but I think, to be honest, it's unlikely I'm going to see it.
0:05:47 > 0:05:51For me, more important than anything else, is other people in the public
0:05:51 > 0:05:55are informed and are aware of this individual.
0:05:55 > 0:06:00I felt really stupid for trusting him and giving him that money,
0:06:00 > 0:06:02but the whole thing has been really upsetting.
0:06:05 > 0:06:08So what has Peter Fowler had to say?
0:06:08 > 0:06:11Well, he told us Jason cancelled the contract,
0:06:11 > 0:06:13and because he was going through a difficult time,
0:06:13 > 0:06:17he sent Jason's £2,000 to the wrong bank account.
0:06:17 > 0:06:19As for Melanie's court judgment -
0:06:19 > 0:06:22he says he thought that had been sorted out.
0:06:22 > 0:06:25Remember if there's anything you'd like us to investigate,
0:06:25 > 0:06:27please do give us a call - the lines are open now.
0:06:27 > 0:06:30Or you can drop us an e-mail to the usual address.
0:06:32 > 0:06:33Still to come,
0:06:33 > 0:06:36we're checking up on colourful letting agents Trish and Parker.
0:06:36 > 0:06:40Remember this promise made five weeks ago?
0:06:40 > 0:06:42How can they have the money, and how quickly?
0:06:42 > 0:06:44I'll make sure they get it within the next seven days.
0:06:44 > 0:06:46- Within the next seven days?- Yes.
0:06:46 > 0:06:48So has he kept his word?
0:06:49 > 0:06:51Before that, though, let's do some plumbing!
0:06:51 > 0:06:53We've all been there, haven't we?
0:06:53 > 0:06:56You come home, the house is stone-cold,
0:06:56 > 0:06:59and there's no hot water - absolute nightmare!
0:06:59 > 0:07:01But is there anything that we can do
0:07:01 > 0:07:03before we pick up the phone and call someone out?
0:07:03 > 0:07:06Well, Rob James is a plumbing lecturer and heating engineer.
0:07:06 > 0:07:09So, Rob, can we hang on to a bit of our hard-earned cash
0:07:09 > 0:07:12when it comes to a temperamental boiler?
0:07:12 > 0:07:15Well, invariably, this time of year, boilers will break down,
0:07:15 > 0:07:18but there's one or two checks that anyone can do just to make sure
0:07:18 > 0:07:19before you call the engineer out,
0:07:19 > 0:07:21that are general and fundamental checks.
0:07:21 > 0:07:24And also, you can give him or her some good information over the phone
0:07:24 > 0:07:26so they know what they're coming out to.
0:07:26 > 0:07:27So what's the first thing we can check?
0:07:27 > 0:07:29All boilers, regardless of age,
0:07:29 > 0:07:33need a sequence of electricity, air and gas.
0:07:33 > 0:07:34First - the electricity.
0:07:34 > 0:07:38If you've got power, it could be a faulty fuse.
0:07:39 > 0:07:42You can always check your power by popping your fuse out.
0:07:43 > 0:07:46What you're looking for in any heating system is
0:07:46 > 0:07:48a red-colour, three-amp fuse.
0:07:48 > 0:07:50Now, if you suspect this might have been blown,
0:07:50 > 0:07:52just pop a new one in.
0:07:53 > 0:07:55- And turn the power back on. OK?- OK.
0:07:55 > 0:07:59Then have a look at the pressure gauge.
0:07:59 > 0:08:02Another very common fault, especially with combi boilers,
0:08:02 > 0:08:03is the lack of pressure.
0:08:03 > 0:08:06There's a red indicator that's a good marker of where it should be.
0:08:06 > 0:08:10Between 1 and 1.5 would be the normal pressure
0:08:10 > 0:08:13for a system, so this one is a bit low.
0:08:13 > 0:08:16Now, adjust the water pressure.
0:08:16 > 0:08:19We can do that simply by adding more water,
0:08:19 > 0:08:22which we do that in this particular boiler down here.
0:08:22 > 0:08:24So as I turn this, you want to do it...
0:08:24 > 0:08:26BOILER CREAKS, WATER TRICKLES
0:08:26 > 0:08:27You'll hear some water coming in.
0:08:27 > 0:08:30- I can hear that.- Yeah. And now you need to watch the gauge.
0:08:30 > 0:08:33- And I can see that the pressure is rising there.- It's now rising up.
0:08:33 > 0:08:36Yeah, so when we get to about 1, that's going to be fine.
0:08:36 > 0:08:38So we're going to try and get it in line
0:08:38 > 0:08:41- with that red arrow there, are we? - Yeah, no further than the red arrow.
0:08:41 > 0:08:45One thing I would say - if you do put too much pressure in,
0:08:45 > 0:08:48there's no need to worry because when it gets to 3,
0:08:48 > 0:08:50it'll automatically release the pressure anyway.
0:08:50 > 0:08:52So if you're doing it for the first time,
0:08:52 > 0:08:55you can't actually create a problem cos the boiler will protect itself.
0:08:55 > 0:08:58Well, that's reassuring for me! THEY LAUGH
0:08:58 > 0:09:02And finally - can you hear the fan?
0:09:02 > 0:09:03So if we put the boiler on
0:09:03 > 0:09:06and we listen, hopefully we'll hear...
0:09:06 > 0:09:08- FAN WHIRS - There you go - the fan kicking in.
0:09:08 > 0:09:11Yes, I can hear that going. So that's a good sign?
0:09:11 > 0:09:12That's a good sign.
0:09:12 > 0:09:15So now so we've got power, we've got pressure, we've got air.
0:09:15 > 0:09:18All we need now is gas and the boiler will light.
0:09:18 > 0:09:21If it doesn't ignite, then there's a problem with your gas supply.
0:09:21 > 0:09:23Now, that could be, if you've got a pre-paid meter,
0:09:23 > 0:09:25you've simply run out of credit, so it's worth checking.
0:09:25 > 0:09:28You can do that either by going to the meter,
0:09:28 > 0:09:30or if you've got another appliance, like a gas cooker,
0:09:30 > 0:09:32turn the ring on and see if you've got gas.
0:09:32 > 0:09:35Once you've confirmed that you should have gas supply
0:09:35 > 0:09:36but the boiler's not igniting,
0:09:36 > 0:09:39- that's the time to pick up the phone.- Brilliant advice, Rob,
0:09:39 > 0:09:42and so many things I wouldn't have thought to check, so thanks so much.
0:09:42 > 0:09:43No problem, you're welcome.
0:09:43 > 0:09:46Next, Omar's been to meet a driver in Cardiff who's been going
0:09:46 > 0:09:50round in circles trying to sort a troublesome device.
0:09:52 > 0:09:55Ah, the good old days!
0:09:55 > 0:09:57Plotting out a journey on a map
0:09:57 > 0:10:02and relying on a trusty back-seat passenger to do all the navigating.
0:10:02 > 0:10:05When getting lost was part of the routine.
0:10:07 > 0:10:09But now we're in the 21st century,
0:10:09 > 0:10:13we've got these guys helping us arrive at our destination.
0:10:13 > 0:10:17But some are more helpful than others -
0:10:17 > 0:10:19as John Aggleton from Cardiff found out.
0:10:21 > 0:10:25John is a Professor of Cognitive Neuroscience at Cardiff University
0:10:25 > 0:10:29and is used to studying the complex workings of the human brain.
0:10:30 > 0:10:34But even a boffin like him has been left baffled by a sat nav
0:10:34 > 0:10:37which seems to have a mind of its own.
0:10:37 > 0:10:41I bought this barely used VW Golf.
0:10:41 > 0:10:44And one of the things that really attracted me to it -
0:10:44 > 0:10:45it sounds a bit sad, I know -
0:10:45 > 0:10:48is that it's got an in-built navigation system.
0:10:48 > 0:10:51So if I'm driving on my own, I can get anywhere, and I know where
0:10:51 > 0:10:54I'm going and I don't have to worry about getting lost.
0:10:54 > 0:10:57But not long after buying his new car,
0:10:57 > 0:11:01John realised the in-car sat nav was behaving oddly.
0:11:01 > 0:11:04It just kept coming out with very, very peculiar routes
0:11:04 > 0:11:07that persistently avoided the A470.
0:11:07 > 0:11:12And of all the roads to be missing, it was a pretty important one.
0:11:12 > 0:11:15If you live in South Wales, and you need to go anywhere north,
0:11:15 > 0:11:19you'll know that the A470 is the main spine
0:11:19 > 0:11:21right up through the middle of Wales.
0:11:21 > 0:11:24John went back to the dealer - Sinclair Volkswagen in Cardiff -
0:11:24 > 0:11:27and was told his sat nav was in the wrong mode.
0:11:27 > 0:11:30But after trying every setting with no success,
0:11:30 > 0:11:32he took the car back again.
0:11:32 > 0:11:36The garage was very unsympathetic, and to be honest,
0:11:36 > 0:11:39they said they really didn't care and it was basically...
0:11:39 > 0:11:42there was nothing wrong with it.
0:11:42 > 0:11:45Leaving John stuck with his stubborn sat nav.
0:11:45 > 0:11:48This all sounds so frustrating!
0:11:48 > 0:11:51But I want to experience what this is like for myself,
0:11:51 > 0:11:53so I've set John a little challenge.
0:11:54 > 0:11:57I've pitted him against X-Ray's mystery driver.
0:11:57 > 0:12:00Whose sat nav will navigate from Cardiff to the Brecon Beacons
0:12:00 > 0:12:01in the fastest time?
0:12:01 > 0:12:03Within the speed limit, of course!
0:12:03 > 0:12:09Three, two, one...
0:12:09 > 0:12:10HORN BLARES
0:12:13 > 0:12:17And they're off to a very good start there.
0:12:17 > 0:12:21And both going for the same route so far, both on the A470.
0:12:22 > 0:12:25It is absolutely neck and neck.
0:12:25 > 0:12:29- SAT NAV:- Please turn left after 500 yards towards Pontypridd...
0:12:29 > 0:12:31But wait, what's happened?
0:12:31 > 0:12:33John's on diversion.
0:12:33 > 0:12:35John where are you going?
0:12:35 > 0:12:40The Pontypridd turn has tempted John off the A470.
0:12:40 > 0:12:43- SAT NAV:- Leave the next roundabout at the second exit.
0:12:43 > 0:12:46Now we've got John in a little bit of roundabout trouble.
0:12:46 > 0:12:48Right, madam, where do you want to go?
0:12:48 > 0:12:51Mystery driver powering on up the A470,
0:12:51 > 0:12:54and nothing is going to get in his way.
0:12:54 > 0:12:56And as if things couldn't get worse for John,
0:12:56 > 0:13:00he's now stuck behind a learner driver.
0:13:00 > 0:13:02Meanwhile, for mystery driver, the end is in sight.
0:13:04 > 0:13:07John, however, is on a very narrow lane somewhere.
0:13:09 > 0:13:13He's going completely, well and truly off the beaten track.
0:13:13 > 0:13:18And mystery driver has it! It is all over.
0:13:18 > 0:13:21John is still miles away.
0:13:21 > 0:13:25John has been well and truly sat-navved. It wasn't even close.
0:13:26 > 0:13:29It really took me through, or down, roads,
0:13:29 > 0:13:31places, I'd, firstly, never knew existed
0:13:31 > 0:13:33and certainly I'd never driven down before.
0:13:33 > 0:13:36It was the most extraordinary route.
0:13:36 > 0:13:39But at least he got to take in some of the lovely views.
0:13:39 > 0:13:41We can laugh about it because I know these roads
0:13:41 > 0:13:43and I know how I would have driven here.
0:13:43 > 0:13:45But it does mean the rest of the United Kingdom,
0:13:45 > 0:13:47- I have no... - OMAR LAUGHS
0:13:47 > 0:13:50I have no idea what it's going to come up with!
0:13:50 > 0:13:53So, to recap, here's the route our mystery driver took
0:13:53 > 0:13:55using a standard sat nav.
0:13:55 > 0:13:59It's pretty much a straight line up the A470,
0:13:59 > 0:14:01and took him just 30 minutes.
0:14:01 > 0:14:03Not bad.
0:14:03 > 0:14:07But look at this! Here's the route John's sat nav took.
0:14:07 > 0:14:11Twisting and turning through the Welsh countryside
0:14:11 > 0:14:16and arriving a whopping 20 minutes after our mystery driver.
0:14:17 > 0:14:22So does anyone approve of John's unorthodox route?
0:14:22 > 0:14:26We headed to nearby Merthyr, to see what the locals think.
0:14:26 > 0:14:29How do you get from Cardiff to Merthyr by car?
0:14:29 > 0:14:32- On the A470.- A470.
0:14:32 > 0:14:34- That's really easy isn't it?- Yeah. - Everybody knows that.- Yeah.
0:14:34 > 0:14:37- A470, I think.- The A470?- Yeah.
0:14:37 > 0:14:40- On the A470.- A470?- Yeah.- Yes.
0:14:40 > 0:14:45- The A470.- A470?- Yes, I'm a Cardiff girl - I know.- You know!
0:14:45 > 0:14:50So it's a unanimous vote for the A470.
0:14:50 > 0:14:53But with John's sat nav refusing to take that route,
0:14:53 > 0:14:56it looks like he might have to find another way home.
0:14:58 > 0:14:59How very strange!
0:14:59 > 0:15:04Well, Volkswagen UK say they're sorry to learn of John's experience.
0:15:04 > 0:15:07They're keen to sort out what they describe as an isolated problem
0:15:07 > 0:15:11and say they'll work with Sinclair to replace the sat nav
0:15:11 > 0:15:13as quickly as possible.
0:15:13 > 0:15:16Next, Rachel's been to meet a couple who have been trying to get
0:15:16 > 0:15:20a problem with their conservatory sorted for more than a year.
0:15:21 > 0:15:25Here in Wales, we're more than used to a bit of wet weather,
0:15:25 > 0:15:29and we're not ones to let a little spot of rain faze us.
0:15:29 > 0:15:32Unless, of course, it's inside our homes.
0:15:34 > 0:15:38This house in Llansamlet near Swansea has been home to
0:15:38 > 0:15:41Geoff and Denise Griffin for 45 years.
0:15:41 > 0:15:43Their children have now flown the nest,
0:15:43 > 0:15:47but their home is still the heart of family occasions.
0:15:50 > 0:15:51This time last year,
0:15:51 > 0:15:55the couple were getting ready for a visit from their grandchildren.
0:15:55 > 0:16:00They were looking forward to having a full house, but had one concern.
0:16:00 > 0:16:03Geoff's conservatory was almost as old as his house,
0:16:03 > 0:16:08and in winter weather, it was cold, noisy and unwelcoming.
0:16:08 > 0:16:11When it rained it was...
0:16:11 > 0:16:14Ugh, you couldn't hear yourself in there.
0:16:14 > 0:16:16Worse than that, it wasn't very warm
0:16:16 > 0:16:20because, it just, the heat used to evaporate through the roof.
0:16:20 > 0:16:24We decided that we'd have to do something about it.
0:16:24 > 0:16:28As luck would have it, Geoff had just had his windows replaced
0:16:28 > 0:16:33by well-known double glazing supplier Everest Home Improvements.
0:16:33 > 0:16:36They offered him a new thermally insulated roof
0:16:36 > 0:16:40to make his conservatory quieter and more cosy over winter.
0:16:40 > 0:16:42And as a loyal customer,
0:16:42 > 0:16:47he was eligible for a whopping £8,631 discount.
0:16:47 > 0:16:52The company sent a surveyor, who said it was a straightforward task,
0:16:52 > 0:16:55and by November last year, the job was done.
0:16:55 > 0:16:58The new roof seemed ideal.
0:16:58 > 0:17:03They had a cosy conservatory in plenty of time for Christmas.
0:17:03 > 0:17:05Or did they?
0:17:05 > 0:17:08When they left, I thought, "Lovely."
0:17:08 > 0:17:11It looked absolutely splendid, I must admit.
0:17:11 > 0:17:14They'd not even marked the walls in there. It looked good.
0:17:14 > 0:17:15They'd been careful.
0:17:16 > 0:17:21However, got up in the morning, went into the conservatory,
0:17:21 > 0:17:23and it was awash with paint.
0:17:23 > 0:17:26All over floor, the walls had been stripped in parts.
0:17:26 > 0:17:28It was just heart-breaking.
0:17:28 > 0:17:31Having seen the night before everything we wanted
0:17:31 > 0:17:35destroyed by one evening's rain.
0:17:35 > 0:17:38And I couldn't believe that...that happened.
0:17:38 > 0:17:39I just couldn't believe it.
0:17:41 > 0:17:44I rung the head office, and they said
0:17:44 > 0:17:47they'd contact the team that had fitted the roof
0:17:47 > 0:17:51and they would come back to me, that is the team...
0:17:51 > 0:17:52Which they did.
0:17:52 > 0:17:55The fitter returned the following morning
0:17:55 > 0:17:59and discovered that a large panel on the roof wasn't watertight.
0:17:59 > 0:18:03Then he spent some time sealing this and sealing that,
0:18:03 > 0:18:05and he went away.
0:18:05 > 0:18:07And I thought, fingers crossed, everything will be all right.
0:18:07 > 0:18:09However the next time it rained,
0:18:09 > 0:18:13there was a torrent of water coming down the wall.
0:18:13 > 0:18:16Concerned that the winter season was fast approaching, Geoff called
0:18:16 > 0:18:21Everest to tell them he wanted a solution as soon as possible.
0:18:21 > 0:18:27They agreed to refund him £130 to get his conservatory repainted.
0:18:27 > 0:18:30But by Christmas, it was still not repaired,
0:18:30 > 0:18:34and between November last year and September this year,
0:18:34 > 0:18:38Everest had been to Geoff's home an incredible six times.
0:18:38 > 0:18:42It took them five visits to discover that new parts were needed,
0:18:42 > 0:18:45and to this day, those parts haven't arrived.
0:18:47 > 0:18:50Being a dry day, Geoff decided to get the hose out
0:18:50 > 0:18:53to show us how bad the leak is.
0:18:53 > 0:18:56- I'm glad the wind's not blowing in my direction right now.- Yeah!
0:18:56 > 0:18:59How's your arm? Has it started running down your sleeve yet?
0:18:59 > 0:19:01- Not yet.- Not yet.
0:19:01 > 0:19:04What should happen anyway, right, whatever water is up there now
0:19:04 > 0:19:07will eventually come down from the top.
0:19:07 > 0:19:10- It's been 15 minutes. Shall I check? - Yes, have a check.
0:19:10 > 0:19:12You stay here with your hose!
0:19:14 > 0:19:16- I think you can cut the hose. - Thank you.
0:19:16 > 0:19:19There is a real problem in here.
0:19:19 > 0:19:21- Geoff.- Yeah?- Come in here.
0:19:21 > 0:19:25There is water streaming down your wall. Is this normal?
0:19:25 > 0:19:30Yes, it's normal. It can be a lot worse depending on the weather.
0:19:30 > 0:19:33If it's very, very windy and the rain is very heavy,
0:19:33 > 0:19:35it can be twice as bad.
0:19:35 > 0:19:39With Geoff at the end of his tether, we met with consumer expert
0:19:39 > 0:19:44Professor Margaret Griffiths to see if she can offer any guidance.
0:19:44 > 0:19:49- Hello!- Hi! Good to see you.- Yeah, and you too.- Yeah, a long time.
0:19:49 > 0:19:53So Geoff and Denise, incredibly patient,
0:19:53 > 0:19:56- but it just hasn't paid off.- No. They've been amazingly patient.
0:19:56 > 0:19:58They did all the right things.
0:19:58 > 0:20:02They reported the fault within a day or two of it happening,
0:20:02 > 0:20:05they have had someone come in and try and fix the leak,
0:20:05 > 0:20:07and time is just going on.
0:20:07 > 0:20:10I mean, here we are, a year on, with nothing having been done.
0:20:10 > 0:20:16So how do they finally put this to bed and resolve the problem?
0:20:16 > 0:20:19Well, I think after a year, in which they have been very patient,
0:20:19 > 0:20:22I think they could quite reasonably say to the company,
0:20:22 > 0:20:23"OK, it's ultimatum time.
0:20:23 > 0:20:27"Please, you sort this within the next 28 days..." -
0:20:27 > 0:20:29and I gather that a visit is imminent -
0:20:29 > 0:20:32"..or we want a partial refund so we can get somebody else to come in
0:20:32 > 0:20:35"and put it right once and for all."
0:20:35 > 0:20:38So if a tradesman does a bad job on your home,
0:20:38 > 0:20:42how can you avoid getting stuck in a waiting game?
0:20:42 > 0:20:46Professor Margaret has some top tips.
0:20:46 > 0:20:49Definitely put everything in writing.
0:20:49 > 0:20:51If you're going to complain to a company,
0:20:51 > 0:20:53it's very tempting to just pick up the phone and do it by phone.
0:20:53 > 0:20:54Don't!
0:20:54 > 0:20:57Put it in writing so that there can be absolutely no dispute
0:20:57 > 0:21:00about what is being said later and when it was said.
0:21:03 > 0:21:06My second top tip would definitely be to set deadlines
0:21:06 > 0:21:09so that they know what you expect of them
0:21:09 > 0:21:13and they can have no doubt whatever as to when stuff has got to be done.
0:21:16 > 0:21:18It would be to keep a diary, I mean,
0:21:18 > 0:21:23make the calendar your best friend, that every time you speak to them,
0:21:23 > 0:21:27every time somebody calls, every phone call there is, everything,
0:21:27 > 0:21:30keep a day-by-day diary of what's gone on.
0:21:30 > 0:21:32Because then you've got absolute evidence as to
0:21:32 > 0:21:35how your problem has been dealt with.
0:21:35 > 0:21:39Unfortunately for Geoff, despite having done everything right,
0:21:39 > 0:21:44he's still none the wiser about when the leak will finally be repaired.
0:21:44 > 0:21:47Well, it's been like a mountain to climb, to be quite honest,
0:21:47 > 0:21:50and that's not because their name is Everest. It's just been a pain.
0:21:50 > 0:21:54Do you feel like they actually want to get this sorted?
0:21:54 > 0:21:57I'd like to think that they want to sort it.
0:21:57 > 0:22:01But the longer it goes on, the less confidence you have
0:22:01 > 0:22:03in them sorting the problem.
0:22:03 > 0:22:06Wait and see. Watch this space.
0:22:07 > 0:22:12Well, Everest have apologised and admit they've taken more time
0:22:12 > 0:22:15than is reasonable to diagnose the fault.
0:22:15 > 0:22:18They've now arranged for a team, complete with a project manager,
0:22:18 > 0:22:21to visit Geoff and Denise at the end of the month.
0:22:21 > 0:22:25If the work they have planned to stop the leak isn't effective,
0:22:25 > 0:22:29they've promised they will reinstall the whole roof
0:22:29 > 0:22:33and cover the cost of replastering and redecoration.
0:22:33 > 0:22:36Now, let's get back to the DIY, and, James, you're a second-year
0:22:36 > 0:22:39student here, and you're going to show us how
0:22:39 > 0:22:42we can fix a problem that's very common,
0:22:42 > 0:22:45and plumbers say they get called out about all the time -
0:22:45 > 0:22:47it's when your toilet isn't flushing properly.
0:22:47 > 0:22:49Yeah, it's a very easy job.
0:22:49 > 0:22:52All you need to do is just take the lid off the toilet like so,
0:22:52 > 0:22:55and you just check if the water's level with that mark here.
0:22:55 > 0:22:59If not, all you need to do is slacken off this plastic nut here
0:22:59 > 0:23:03and you should see the water...free up.
0:23:03 > 0:23:05So you just let that fill right to that level...
0:23:05 > 0:23:06Yeah, that's right.
0:23:06 > 0:23:09And then, basically, all you need to do is just tighten that up again.
0:23:11 > 0:23:13Perfect.
0:23:13 > 0:23:17And then...let's make sure that it flushes.
0:23:20 > 0:23:23- Does it like so.- Brilliant!
0:23:23 > 0:23:25Flushing beautifully.
0:23:25 > 0:23:28- Music to my ears. - That's right, yeah.
0:23:28 > 0:23:32Now to another common problem at home - that eternal dripping tap.
0:23:32 > 0:23:34So annoying!
0:23:34 > 0:23:36But, Rob, you're going to show us how we can fix it
0:23:36 > 0:23:38by changing the washer.
0:23:38 > 0:23:39Now, this is something
0:23:39 > 0:23:41I'd never even think about attempting - I have to say.
0:23:41 > 0:23:44- When I've finished, you'll be an expert.- Brilliant!
0:23:44 > 0:23:46Glad to hear it. So where do we start?
0:23:46 > 0:23:49First thing we need to do is turn the water off in the property.
0:23:49 > 0:23:53Normally, you should find your mains stop valve underneath your sink,
0:23:53 > 0:23:56but if it's an older property, like a Valleys terrace,
0:23:56 > 0:23:57it could be just inside your front door.
0:23:57 > 0:24:00So, once you think you've turned it off, turn your kitchen sink tap on.
0:24:00 > 0:24:03If it's stops running, you've been successful.
0:24:03 > 0:24:06So once you've turned the water off, you need to change the washer.
0:24:06 > 0:24:08How do you even start to do that?
0:24:08 > 0:24:11The most important thing is put the plug in
0:24:11 > 0:24:14so we don't lose any screws down the plughole.
0:24:14 > 0:24:16Very good tip. What next?
0:24:16 > 0:24:20We're going to take the top off to expose the headgear.
0:24:24 > 0:24:27And once we've done that, we get our adjustable spanner.
0:24:30 > 0:24:32And that's the washer we need to replace.
0:24:32 > 0:24:35So we need to remove that screw.
0:24:36 > 0:24:40Rubber over time can go brittle and not seal properly, they can crack.
0:24:40 > 0:24:42There's different reasons
0:24:42 > 0:24:43why you would have a leak in the first place.
0:24:43 > 0:24:47- OK. So you just need to put it all back, then?- Yeah, in reverse order.
0:24:48 > 0:24:51Close it all off, and you're good to turn the water back on.
0:24:51 > 0:24:53Do you know? That wasn't half as complicated
0:24:53 > 0:24:54as I thought it would be.
0:24:54 > 0:24:57- And all you need is a spanner and a screwdriver!- Indeed.
0:24:57 > 0:24:58Rob, thank you so much.
0:24:58 > 0:25:01Now, you may remember the Swansea letting agents
0:25:01 > 0:25:04we recently featured - Trish and Parker Estates.
0:25:07 > 0:25:10Five weeks ago, we told you about Alan Parker,
0:25:10 > 0:25:14and his Ascot-loving partner, Princess Trish.
0:25:14 > 0:25:18They bragged about their business on reality show Come Dine With Me.
0:25:20 > 0:25:24Not many people do put a face on a car. It gets people's attention.
0:25:24 > 0:25:26Her face is actually on our new boards as well.
0:25:26 > 0:25:29The letting agents seemed to be living the high life.
0:25:29 > 0:25:32But some of their customers, like Carly Johns,
0:25:32 > 0:25:36were left struggling, chasing deposits that weren't refunded.
0:25:36 > 0:25:39I'm a single parent, so no, it's not money I can afford to lose.
0:25:40 > 0:25:46Shelbie Knight too spent weeks trying to get her £280 deposit back.
0:25:46 > 0:25:51And Janet Rose, who let her property through Trish and Parker,
0:25:51 > 0:25:53was left thousands of pounds out of pocket
0:25:53 > 0:25:55when they didn't pass on the rent.
0:25:56 > 0:26:00He's living off that money, and it's not his money to live off!
0:26:02 > 0:26:05When we contacted Alan Parker, he volunteered to pay us
0:26:05 > 0:26:08a visit at our studios to explain himself.
0:26:10 > 0:26:12When you take a deposit, within 30 days,
0:26:12 > 0:26:14you are supposed to register that deposit...
0:26:14 > 0:26:17- I understand that.- ..with the deposit protection scheme.
0:26:17 > 0:26:19- A mistake...- And on your contract, which you've signed, it says
0:26:19 > 0:26:23that money will be put in the Deposit Protection Service.
0:26:23 > 0:26:27- Errors were made. - It was the law. You broke the law.
0:26:27 > 0:26:30- I understand, and I know I made a mistake.- OK.
0:26:30 > 0:26:33I'm not trying to run away from making an error here.
0:26:33 > 0:26:35How can they have the money, and how quickly?
0:26:35 > 0:26:38I'll make sure they get it within the next seven days.
0:26:38 > 0:26:39- Within the next seven days?- Yes.
0:26:39 > 0:26:41Well, that didn't happen.
0:26:41 > 0:26:45Janet Rose still hasn't got her £3,000 back,
0:26:45 > 0:26:48even though Parker had promised to discuss
0:26:48 > 0:26:51a repayment scheme with Trading Standards.
0:26:51 > 0:26:54For Carly and Shelbie, things looked more promising.
0:26:54 > 0:26:57Two weeks on, Alan Parker personally paid cheques
0:26:57 > 0:26:59into their bank accounts.
0:26:59 > 0:27:03But soon after, there was bad news - the cheques had bounced.
0:27:03 > 0:27:05Well, we're not ones to give up.
0:27:05 > 0:27:10We asked Alan Parker to explain why he broke his promise.
0:27:10 > 0:27:14He told us he would have paid if other customers had paid
0:27:14 > 0:27:20what they owed him, and he hadn't lost a job he'd recently started.
0:27:20 > 0:27:25He is now employed again and says he'll meet with landlady Janet soon.
0:27:25 > 0:27:30But no promises on Carly and Shelbie's cheques,
0:27:30 > 0:27:33so we'll just keep chasing him.
0:27:35 > 0:27:38And that's all we've got time for this week.
0:27:38 > 0:27:41Could I order a wheelchair-accessible cab, please?
0:27:41 > 0:27:46Next week, we test how easy it is for wheelchair users like Ayesha
0:27:46 > 0:27:48to call a cab.
0:27:48 > 0:27:50I thought maybe there'd be, like, one bad apple,
0:27:50 > 0:27:54but it looks like across the industry there's a problem.
0:27:54 > 0:27:55That's shocking.
0:27:55 > 0:27:58If you need our help, just pick up the phone.
0:27:58 > 0:28:00The number to call is...
0:28:02 > 0:28:04The lines are open now.
0:28:04 > 0:28:05Or drop you can us an e-mail...
0:28:08 > 0:28:11We would love to hear from you. We'll see you next week. Bye-bye.