:00:21. > :00:26.APPLAUSE AND CHEERING. Hello and welcome to That's Britain, the
:00:26. > :00:34.programme that points the finger at the madness of modern day life.
:00:34. > :00:38.From speed bumps to bankers' bonuses, we will look at what's
:00:38. > :00:43.winding you up. On That's Britain tonight: Grainne Seoige looks at
:00:43. > :00:48.sickening hospital car parking charges. Signed, sealed, but is he
:00:48. > :00:53.delivered? Ade Edmondson tests the Royal Mail to its limits. Stanley
:00:53. > :00:59.Johnson moves house with his hidden cameras. Are students as lazy as
:00:59. > :01:05.they're painted? Our bin cops stop at nothing to bring down the fly-
:01:05. > :01:08.tippers. APPLAUSE. All that and lots more
:01:09. > :01:16.tonight. Let's say hello to the That's Britain team over there,
:01:16. > :01:22.Grainne Seoige, D, -- Ade Edmondson and Larry Lamb. APPLAUSE AND
:01:22. > :01:25.CHEERING. Now, tonight Larry is carrying on the fight to bring back
:01:25. > :01:29.the personal touch to our lives and it's a tough one this evening. Last
:01:29. > :01:33.week thousands of you told us how unhappy you were about petrol
:01:33. > :01:37.prices, well this week can he convince you to pay pay even more
:01:38. > :01:41.for fuel in order to bring back the petrol pump attendant? You will get
:01:41. > :01:45.a chance to vote on that later. you have been a victim of bad
:01:45. > :01:49.customer service and nobody's listening Jasper will take on your
:01:49. > :01:58.case live, right here in the studio. Most importantly, we want your e-
:01:58. > :02:02.mails on this show your words count. This is your word wall. We The wall
:02:02. > :02:09.is actually talking back. You tell us what's driving you around the
:02:09. > :02:15.bend and our computer turns your gripes into graffiti. So, we want
:02:15. > :02:19.to know what's bugging you, call centres, bad drivers? It doesn't
:02:19. > :02:22.matter what the topic is, we will send our crack team to investigate
:02:22. > :02:30.for new future shows. Let's see what you have been letting steam
:02:30. > :02:34.off about this week. There you go. So wind turbines, it was big on the
:02:34. > :02:38.wall last week and now it's number one. In fact, I have to say Wye
:02:38. > :02:42.have agreed with that last week, not because of how they look and
:02:42. > :02:46.the noise, because I thought they didn't make much electricity and
:02:46. > :02:50.pay off the cost and concrete. But I have been doing research and I
:02:50. > :02:54.have changed my mind, I like them now and think they're a good thing.
:02:54. > :02:58.They generate between 1-2% of electricity, so still small.
:02:58. > :03:02.don't have to live next to them either. There are 3,000 turbines in
:03:02. > :03:12.the country now but Chris Huhne announced he would like 32,000 more
:03:12. > :03:14.
:03:14. > :03:22.over the weekend. Also NIMBYs is up there. Over here. It means not in
:03:22. > :03:28.my back yard. Peter wrote in to say plans get put forward for roads to
:03:28. > :03:32.be upgraded. The NIMBYs jump out in force. Housing estate gets put
:03:32. > :03:37.forward and they jump out in force. Interesting we are asking somebody
:03:37. > :03:41.to complain about things and somebody is complaining about
:03:41. > :03:45.people complaining. Petrol prices and parking charges are there as
:03:45. > :03:53.well. We will look at both of those items later. Stay tuned. We will be
:03:53. > :03:57.updating the wall later. So keep the e-mails coming in. Remember, to
:03:57. > :04:00.put the thing that's getting on your nerves in the title of the e-
:04:00. > :04:04.mail and you can tell us why in the body of the e-mail but put the word
:04:04. > :04:07.you want on the wall in the title space and no politics please or
:04:07. > :04:12.people's names. Of course you can join in with everything we are
:04:12. > :04:16.talking about by tweeting us or going to our Facebook I page. The
:04:16. > :04:20.NHS is often held up as one of the glories of modern Britain. It's
:04:20. > :04:25.supposed to be free at the point of delivery. But is it really free?
:04:25. > :04:29.High parking charges, visiting a hospital can add insult to injury.
:04:29. > :04:32.But a high -- are high charges the only way the NHS can cope with
:04:32. > :04:35.demand? Grainne Seoige has been to find out.
:04:36. > :04:39.You have been telling thaus hospital parking charges are
:04:39. > :04:43.driving you mad. Some of you have been fined. Others have had to
:04:43. > :04:46.choose between staying by a sick loved one or popping out to top up
:04:46. > :04:49.the metre. If you are paying for parking every day of a long-term
:04:49. > :04:52.period it can be very expensive especially if you have gone for
:04:52. > :04:56.treatment. My father was in hospital and we were paying a
:04:56. > :05:02.terrible amount of money between the family for car parking charges.
:05:03. > :05:06.My mother was terminally ill and I was visiting her this year and I
:05:06. > :05:10.went to visit and I didn't know how long I was going to be because she
:05:10. > :05:15.was in surgery and I kept having to run tout my car -- run out to my
:05:15. > :05:18.car to renew the metre. My son is two years old, when he was being
:05:18. > :05:24.born it was impossible to get parking there. Just to see him for
:05:24. > :05:29.the day would be �7 at a time. wife had surgery 18 months ago and
:05:29. > :05:34.I was visiting her on a daily basis in hospital and it starts adding up
:05:34. > :05:38.quite significantly. Karen is in remission from cancer. This has
:05:38. > :05:43.involved multiple trips to various hospitals. Currently, she is a
:05:43. > :05:46.patient at the Royal Free Hospital in Hampstead in north London. You
:05:46. > :05:54.have been having treatment at this hospital, what have you been having
:05:55. > :05:59.done? Specifically here I have been having reconstruction surgery.
:05:59. > :06:03.a stressful this thing to go through, isn't it? Very stressful.
:06:03. > :06:10.I mean, you know, you sort of have the first shock of being diagnosed
:06:10. > :06:14.and all the preventive treatments, the operations and the chemotherapy.
:06:14. > :06:18.It's a three-hour round trip for Karen on public transport so she
:06:18. > :06:22.drives here, charging �6 for two hours parking make it is one of the
:06:22. > :06:26.most expensive in England. The maximum time you can park is for
:06:26. > :06:30.five hours at a cost of �15. How much does it cost to you park here
:06:30. > :06:35.an hour? It actually starts at �3 here. How much money do you think
:06:35. > :06:38.you have spent since since you were diagnosed? Sort of in the region of
:06:38. > :06:43.�150, maybe over. It's something you really, really shouldn't have
:06:43. > :06:47.to think about. Everything else that you are going through.
:06:47. > :06:53.hospital is in the heart of trendy Hampstead and the hospital say they
:06:53. > :06:56.charge for parking to stop shoppers from nabbing all the spaces. In the
:06:56. > :07:01.Royal Free's case they claim they don't make profit. Though costs
:07:01. > :07:07.remain at the high end of the parking scale. And charges vary
:07:07. > :07:12.across the country. The cost of being sick for 24 hours in tkhorly
:07:12. > :07:15.-- chorely is �1.50. When you turn up at a hospital you don't know
:07:15. > :07:19.what the charge is going to be, though hospitals we have spoken to
:07:19. > :07:25.say car parks cost money to run and charging means frontline services
:07:25. > :07:29.don't suffer. Liz Humphrey also had breast cancer and she has made over
:07:29. > :07:32.40 visits for treatment. Her local hospital, the Luton and Dunstable
:07:32. > :07:36.charges �4 an hour for parking. When you get to the hospital and
:07:36. > :07:44.you have been in and out many times, and there are charges, how do you
:07:44. > :07:48.feel about that? I think that it is stressful enough going through all
:07:48. > :07:53.the treatment and then to actually think that you have still got to
:07:53. > :07:58.pay quite a bit of money for parking, you have to deal with it,
:07:58. > :08:01.but it's not ideal. It doesn't sound user friendly, particularly
:08:01. > :08:06.when you are in a situation where it's hard going, going in for
:08:06. > :08:09.treatment and it's often not very pleasant. No, no. Liz has spent
:08:09. > :08:13.over �100 on hospital parking fees, and it's not practical for her to
:08:13. > :08:18.get there other than by driving. Plus, when she was an in-patient
:08:18. > :08:21.her family made many visits to see her and they all had to pay to park.
:08:21. > :08:25.For the Patients' Association charging people who are ill and
:08:25. > :08:32.their visiting families for parking amounts to taking advantage of the
:08:32. > :08:36.vulnerable. Some poor devil takes their tphaerest -- nearest or
:08:36. > :08:39.dearest in when they can't get an ambulance quickly, they have no
:08:39. > :08:42.change, they come out and have a ticket. If you have somebody in
:08:42. > :08:45.there for a long time you might spend a a fortune, even though you
:08:45. > :08:50.happen to be living on the breadline, you have to pay for
:08:50. > :08:54.parking. Last year alone profits rose by 14 years and hospitals made
:08:54. > :08:58.�32 million in profit from car parking charges. We have been told
:08:58. > :09:01.that profits have been ploughed back into hospital services, and
:09:01. > :09:06.that without them patient care could suffer. But the system
:09:06. > :09:09.remains unpopular with those who think it's unfair and expensive. In
:09:09. > :09:13.fact, there is no regulation covering how much a hospital can
:09:13. > :09:17.charge to park. There is a charter which suggests charges should be
:09:18. > :09:22.fair and proportionate but hospital trusts can now make that decision
:09:22. > :09:25.for themselves T also seems to be very English problem. In 2008 the
:09:25. > :09:29.majority of hospitals in Scotland and Wales scrapped their parking
:09:29. > :09:34.charges, but they still exist in England. The Department of Health
:09:34. > :09:37.told us individual NHS Trusts must be allowed to control car park
:09:37. > :09:42.charging and the Government shouldn't interfere. So I went to
:09:42. > :09:46.see the NHS Confederation to see what they had to say about it.
:09:46. > :09:50.Trusts have to be very transparent about how they set their car
:09:50. > :09:54.parking fees. Why isn't there a standardisation of the charges, why
:09:54. > :09:59.is there such difference between what the hospitals charge people to
:09:59. > :10:03.park? Some place it is may actually cost a lot more, say a city centre
:10:03. > :10:07.hospital for to you run the car park. People feel it's a tax on
:10:07. > :10:10.being sick. Really public transport isn't an option for them. Yet when
:10:10. > :10:14.they park their car they're being made to pay to go into hospital.
:10:14. > :10:18.And a lot of people can use alternatives to get there and
:10:18. > :10:22.people need to consider those alternatives. And for people who
:10:22. > :10:26.are attending frequently there will be concessionary schemes that
:10:26. > :10:30.enable them to offset the cost so it's not costing them that much to
:10:31. > :10:36.get to hospital. But with some Trusts making over �1 million
:10:36. > :10:39.profit and one making over two, the the Patients' Association is having
:10:39. > :10:41.none of it. It's an extra tax they're charging and they're not in
:10:41. > :10:47.a position to tax anybody. The Government is, and therefore the
:10:47. > :10:51.Government should do something about it.
:10:51. > :10:55.This is a story I have covered before. Exactly how much
:10:55. > :10:58.unhappiness did you encounter about this? This is such an emotive issue
:10:58. > :11:01.for people because we have all either been to hospital or visited
:11:01. > :11:04.somebody who has been there and whether you are the patient or you
:11:04. > :11:07.are going in to see one of your nearest and dearest, nobody wants
:11:07. > :11:11.to be there. They're there because they have to be and to have to pay
:11:11. > :11:14.to be there or stress about the fact your car may be running out of
:11:14. > :11:19.money is a terrible thing and people find it really outrageous
:11:19. > :11:23.and frustrating that somebody belongsing -- belonging to them
:11:23. > :11:27.could be ill and they are fretting about a car outside. Karen is
:11:27. > :11:32.undergoing ongoing treatment for her breast cancer now and ongoing
:11:32. > :11:36.charges as well. We were in touch with the hospital in Hampstead and
:11:36. > :11:38.they said they do make allowances for groups. They say they're
:11:38. > :11:42.concerned that Karen hadn't been informed of her parking entitlement
:11:42. > :11:45.and they're looking into it. They would advise she contacts the
:11:45. > :11:48.office to ensure she has free parking in the future and they're
:11:48. > :11:51.committed to supporting the care of patients and needs of staff. I
:11:51. > :11:53.suppose that goes for anybody who is attending a hospital on a
:11:53. > :11:56.regular basis, make sure you contact them and find out if you
:11:56. > :12:00.are entitled to parking concessions. David, you are attending a hospital
:12:00. > :12:10.on a regular basis at the moment. There have been changes, what's
:12:10. > :12:16.happening at your NHS Trust? We go - my wife and I go to Southport or
:12:16. > :12:22.Ormskirk regularly and we were astonished and really put out to
:12:22. > :12:26.discover that from the 1st November we would have to pay car parking
:12:26. > :12:34.charges, even though we have a blue badge. You have a disabled blue
:12:34. > :12:37.badge and now you are you are being charged to park as well. Absolutely.
:12:37. > :12:44.It's customary everywhere throughout the country that people
:12:44. > :12:50.with blue badges, because of the extra cost of disability, get that
:12:50. > :12:55.concession and yet that has been snatched away from this group of
:12:55. > :13:01.people, at the time of greatest need. What is this Trust saying in
:13:01. > :13:07.response? We asked the hospital Trust which manages Southport for
:13:07. > :13:11.an interview but we didn't get one. They sent a statement, they said
:13:11. > :13:15.the cost increased in November, the first rise in more than two two
:13:15. > :13:18.years. They said in common with other hospitals the Trust
:13:18. > :13:22.introduced charges for blue badge holders. But they also said they're
:13:22. > :13:24.already providing free parking for patients in receipt of certain
:13:24. > :13:27.Government benefits and blue badge holders who receive the benefits
:13:27. > :13:32.remain entitled to free parking. They say after we covered our
:13:32. > :13:35.parking management costs all The Remaining money raised from parking
:13:35. > :13:40.goes towards patient care. Most of the hospitals are keen to point
:13:40. > :13:45.that out. But people are still having to pay. Not all hospitals
:13:45. > :13:49.charge for disabled parking. Moving things on, David, you are trying to
:13:49. > :13:55.persuade your Trust to change things through people power. People
:13:55. > :13:58.power can work? Absolutely. Luton and Dunstable have reacted to
:13:58. > :14:01.feedback. I will let you straight in. This is what they've said. From
:14:01. > :14:03.January some short and long-term stays will be cheaper. They say
:14:03. > :14:07.they've had to make difficult choices to protect frontline
:14:07. > :14:10.services and all the parking money goes back to the budget. They say
:14:10. > :14:13.the charges are necessary for safe parking and while they did increase
:14:13. > :14:16.reluctantly the car parking charges in April for the first time in four
:14:16. > :14:20.years there are a wide range of concessions available. David, we
:14:20. > :14:26.are running out of time, but the best of luck with your campaign.
:14:26. > :14:33.And you are taking on household energy bills next next week. Yes,
:14:33. > :14:43.indeed. Thank you. APPLAUSE.
:14:43. > :14:44.
:14:44. > :14:52.Obviously, hospital parking charges are an emotive charges. In 1955 the
:14:52. > :14:58.health service cost 9%. Where else would you raise the money? Now,
:14:58. > :15:05.moving on. Ade has been getting inside the machine that is Britain.
:15:05. > :15:10.Where have you been this week? do you e-mail? I do. Do you text.
:15:10. > :15:14.Tkoeu. Do you tweet? I do. Do you write letters. No, but Wye like to
:15:14. > :15:18.It may surprise to you know that the Post Office delivers 62 million
:15:18. > :15:22.letters a day. Around Christmas that goes up to 130 million letters
:15:22. > :15:25.a day. A lot of people grumble about the price of a stamp but for
:15:25. > :15:29.46p they promise to deliver something from one part of Britain
:15:29. > :15:31.to the other end. So I decided to take them up on this, give them a
:15:31. > :15:35.challenge. I decided to post a letter in south-east England and
:15:35. > :15:44.follow it all the way to north-west Scotland. Who is going to get there
:15:44. > :15:48.first? Me or the letter? The race is on. Let's see how you got on.
:15:49. > :15:52.We all like to moan about the mail. First class doesn't guarantee next
:15:52. > :15:56.day delivery, the postman never rings twice and don't get me
:15:56. > :16:00.started on the cost of a stamp. I mean, how hard can it be to send a
:16:00. > :16:04.letter? Well, to find out we are going to
:16:04. > :16:08.follow my little letter on an amazing 500-mile journey. It's
:16:08. > :16:17.going to be travelling by lorry, plane, by boat, even by foot. All
:16:17. > :16:24.the way from this little postbox in Surrey, to Scotland.
:16:24. > :16:28.Hello, Mrs McCullOch. Here is hoping. The first step is the
:16:28. > :16:33.easiest. The postman arrives, puts letter in bag, and there it is.
:16:33. > :16:40.Look, there is our letter. And it's on to Britain's largest
:16:40. > :16:48.mail centre in Gatwick. So far, so simple. But this is
:16:48. > :16:54.where our post starts to get all technological. Welcome to the belly
:16:54. > :17:04.of the beast. It's the size of two and a half football pitches. 650
:17:04. > :17:07.
:17:07. > :17:17.people work here. It's one of 59 Most of the work here is carried
:17:17. > :17:20.out by imps. No, not nasty devils with pointy sticks and shiny tails,
:17:20. > :17:30.integrated mail processors. They may sound like huge impersonal
:17:30. > :17:34.machines, but they have got names. Look, Milly, and this one is Sue.
:17:34. > :17:38.The first job is to eat all the letters, digesting them inside a
:17:38. > :17:43.huge drum. Thin letters fall through the gaps. Anything larger
:17:43. > :17:47.than six millimetres gets spat out. I mean anything. What are the most
:17:47. > :17:52.unusual things you have had through the post? The most unusual is we
:17:52. > :17:58.had a piece of toast. An actual piece of toast, with the address on
:17:58. > :18:04.it? Yes, wrapped in a plastic bag ah, dress on it and a stamp. Mmm...
:18:04. > :18:14.Toast! The next job is to weed out large flat items like A4 envelopes
:18:14. > :18:16.
:18:16. > :18:20.and magazines. With a ramp called a salmon leap. Where's the little
:18:20. > :18:24.salmon? Oh, there's one. All the remaining fish swim to another part
:18:24. > :18:30.of the machine, a computer that reads and photographs at dresses of
:18:30. > :18:33.ten letters a second or 35,000 an hour. It can read even the most
:18:33. > :18:41.terrible handwriting, so doctors and teachers can use the Royal Mail
:18:41. > :18:47.as well. The only snag is it can't read letters that are upside down.
:18:47. > :18:52.Machines! But the solution is this little sensor here. It's kind of
:18:52. > :18:59.got a nose that sniffs out the stamp. If the letter is the wrong
:18:59. > :19:06.way up, it flips it over. Excellent. The whole process works in perfect
:19:06. > :19:10.harmony, until this happens. And when it does, there's Martin.
:19:10. > :19:14.Martin's job is to work out the destination of those letters which
:19:14. > :19:24.aren't properly addressed. This one here is a lady who's move add way
:19:24. > :19:25.
:19:25. > :19:35.somewhere in West Sussex. Harding, moved away, West Sussex.
:19:35. > :19:35.
:19:35. > :19:40.That's straight off someone's computer. And this one. Thaiz
:19:40. > :19:44.cracker. I think I might have sent that one.
:19:44. > :19:51.My letter has now got a plane to catch. I know what you're thinking,
:19:51. > :19:56.we're right by Gatwick Airport, but no, this is Britain. For some
:19:56. > :20:01.inexplicable reason my letter will get onit a lorry and go 70 miles
:20:01. > :20:07.round the M25 to Stansted. At Stansted, the mail gets loaded onto
:20:07. > :20:13.one of Royal Mail's 64 charter flightsment -- flights. It touches
:20:13. > :20:19.down in Edinburgh about 10.30. It's met by a red postal lorry, raced
:20:19. > :20:24.through the night to Glasgow, sorted, again and driven to the
:20:24. > :20:28.ferry port. It's a very -- it's very early in the morning. I'm in
:20:28. > :20:36.the ferry port and it is a little chilly. Here's my ride to the
:20:36. > :20:46.island. Bang on 7.35, the van hits the ramp. It's almost the last leg
:20:46. > :20:56.
:20:56. > :21:00.of our odyssey. Mrs Mcculloch is Hello there. Are you Seve. I'm
:21:00. > :21:04.hoping you have my letter in the bag there. Can I get in and we'll
:21:04. > :21:08.go to the sorting office? It's only a ten minute drive. My letter's
:21:08. > :21:14.been travelling now for more than 20 years. I feel like Jess the
:21:14. > :21:21.little black and white cat # Postman Pat and his black and
:21:21. > :21:25.white cat." I can see my letter. My letter's sorted for the last time.
:21:25. > :21:30.I think I'm putting them all in the wrong holes. I'm in for a long day,
:21:30. > :21:40.if you have. Without even as much as a cup of tea, I'm off to meet
:21:40. > :21:45.
:21:45. > :21:50.Mrs M. Hello. Good morning. Are you Mrs
:21:50. > :21:56.McCulloch. Yes. Stkpwhri brought you a letter. -- I brought you a
:21:56. > :22:06.letter. It's from me. What does it say? Please may I have some
:22:06. > :22:07.
:22:07. > :22:11.breakfast? May I? I would like a cup of tea, sausages, bacon, black
:22:11. > :22:16.pudding..., marvellous, where should I sit? Oh, are you cheeky.
:22:16. > :22:21.have to ask the big question, how good was breakfast? It was odd. She
:22:21. > :22:28.gave me sausage rolls and chocolate rice crispy cake things, which I
:22:28. > :22:31.think almost passes for health food. I'm only joking. Now the imps are
:22:31. > :22:34.absolutely incredible. Smelling machines? I know it's very
:22:34. > :22:37.efficient. As a controlled experiment I posted ten other
:22:37. > :22:43.letters at the same time in different boxes. Guess how many got
:22:43. > :22:46.to their destination the next morning? Ten. Yes! You're right.
:22:46. > :22:50.Martin with the unaddressed, did he get any of those to their homes?
:22:50. > :22:55.corrects a lot of them. The one that's are completely stupid. They
:22:55. > :23:00.go to a unit in Belfast, licensed to open letters and decide where to
:23:00. > :23:04.put it. Nice they make the effort though. There's an upper tier, I
:23:04. > :23:08.love that, professional letter openers. You hear of letters that
:23:08. > :23:12.get posted and are lost in the system for years and years. You've
:23:12. > :23:16.got an extraordinary example. Earlier this year, Margaret got a
:23:16. > :23:22.post card, not very unusual, you might think. But it was posted in
:23:22. > :23:31.1954. This is the post card. It was sent by her sister-in-law, on her
:23:31. > :23:37.way to Malaysia. She stopped off and posted this in modern day Yemen.
:23:37. > :23:42.The first line of the post card says, "I am very hot." I like that
:23:42. > :23:46.the card was made in Britain. reached Preston in 57 years after
:23:46. > :23:51.it was posted. Sadly, four years after the sender had died. What
:23:51. > :23:55.happened to it. Where has it been? I asked Royal Mail about this, they
:23:55. > :23:58.say they don't have loads of mail hanging about. It's usually the
:23:58. > :24:02.case it's been misdelivered in the first place and it's taken a long
:24:02. > :24:07.time for someone to re-post it. If you are at home and have lovely
:24:07. > :24:11.post cards or a love letter from someone else, pop it in the post.
:24:11. > :24:15.It might make someone's day. Your final mission next week? About
:24:15. > :24:19.Christmas, what's the most important thing? Santa. Brusel
:24:19. > :24:23.sprouts. That's right. I'm going to follow the logistics that
:24:23. > :24:27.supermarkets go through to get all the ingredients for our Christmas
:24:27. > :24:31.dinner into the supermarket in time for the perfect lunch. Very good.
:24:31. > :24:39.Our inside, Ade Edmondson, everybody am -- everybody.
:24:39. > :24:42.APPLAUSE Now That's Britain has been trying
:24:42. > :24:46.to bring back the people and jobs that have been replaced by
:24:46. > :24:52.technology and cost cutting. So far you've agreed. Viewers who voted
:24:52. > :24:56.said they would be prepared to bring back milkmen and bus
:24:56. > :24:58.conductors. This one this week might be trickier. Last week you
:24:58. > :25:04.told our word wall in your thousands that the thing annoying
:25:04. > :25:09.you the most is the cost of filling up at the petrol station. Can Larry
:25:09. > :25:13.Lamb persuade you to pay more if it means we bring back the petrol pump
:25:13. > :25:19.attendant. I think you might be a lamb to the slaurt on this one.
:25:19. > :25:22.Here we go again, an almost empty tank. Normally I'm all for self-
:25:22. > :25:27.service, even for me there are times when I don't want to get out,
:25:27. > :25:30.it's freezing cold, it's rainy, you pulled up on the wrong side of the
:25:30. > :25:34.pump. You pull the nozzle over and it won't reach. Then you can't get
:25:34. > :25:38.the cap straight back on. You get in to pay and you've left your
:25:38. > :25:44.wallet in the car. Perhaps it's time to bring back the forecourt
:25:44. > :25:47.attendants, hey? A bit of service in the service station. When I
:25:47. > :25:50.started driving, a visit to the petrol station was a much more
:25:50. > :25:53.personal experience. There was someone who filled up your tank,
:25:53. > :26:00.cleaned your windscreen, checked the oil, water and pressure of your
:26:00. > :26:05.tyres and sent you off with a smile. Well, a man can dream, can't he?
:26:05. > :26:10.Today, I'm going to be turning back the clock totz time whlz we used to
:26:10. > :26:13.have petrol pump attendants. I'm going to fill people's tanks.
:26:13. > :26:17.Nobody has to get their hands dirty because it's down to me. Do the
:26:17. > :26:21.great British public want petrol pump attendants back? And more
:26:21. > :26:28.importantly, at 4p a litre on top of the price, are they prepared to
:26:28. > :26:35.pay? Come on, come and get serve add long here. Shall I just fill it
:26:35. > :26:39.up? �35. We're trying to find -- to find out whether people think it's
:26:39. > :26:43.a good idea to have attendants, what do you reckon? I think it
:26:43. > :26:48.would be nice. I think the older generation would like it. Maybe
:26:48. > :26:53.quite a lot of women might like that. This is the tricky bit. I
:26:53. > :26:58.went a penny over. Don't worry. Lovely to talk to you. Thank you.
:26:58. > :27:05.Nice to meet you. Maybe I've got a talent for this. Come up to the
:27:05. > :27:10.first pump here. Perfect. Here's my key. We are finding out about how
:27:10. > :27:13.people feel about having their car filled up by an attendant,
:27:13. > :27:21.especially with a car like this. With my personal service, the
:27:21. > :27:27.queues were building. The last lady thought they had a special on lamb!
:27:27. > :27:34.Come on. I hate this. Do you? much prefer to have my car, sit in
:27:34. > :27:41.my car and have it done. This is going to be really sexist. Go on.
:27:41. > :27:43.Women, it would be a good idea. Most of them ain't a clue where the
:27:43. > :27:47.water goes. Fascinating people's responses.
:27:47. > :27:51.People want the service but are they prepared to pay for it. If
:27:51. > :27:56.garages employed attendants on the minimum wage you would whack on 4p
:27:56. > :28:01.a litre. How do you feel about the concept of pump attendants, you'd
:28:01. > :28:07.be speaking about another 4p a litre? As long as my company pays I
:28:07. > :28:13.don't mind. Diesel is dear enough as it is. You have to pay extra.
:28:14. > :28:23.It's dear enough as it is. Once again back to the money side.
:28:23. > :28:29.You're diesel? I might even tip you. Thank you very much. I need a �5
:28:29. > :28:33.scratchcard. That's my day on the pumps almost over and what have I
:28:33. > :28:36.learned? The main thing is it's price. Everybody likes the idea of
:28:36. > :28:46.the service, but the minute you start to talk to them about 4p a
:28:46. > :28:49.
:28:49. > :28:56.litre on top, it doesn't seem quite Here to make his case in person is
:28:56. > :29:01.former East Ender and Mr Larry Lamb. I was going to say it's not like
:29:01. > :29:04.acting, but it is in a way. It's a performance. Yes, you're with the
:29:04. > :29:07.public. There's an element of entertainment. I remember going to
:29:07. > :29:10.stations and having the crack with the people who served it. You still
:29:10. > :29:14.do in the country in different places around the world. It's, if
:29:14. > :29:18.you're going to do it, you have to be prepared to have that
:29:18. > :29:25.interchange. That's the thing that I liked about it. I have to say, I
:29:25. > :29:29.did that job for about three months when I was 17. I filled up Bob
:29:29. > :29:32.Monkhouse's Jaguar. My boss used to say, you're talking too much and
:29:32. > :29:35.slowing down the traffic. Absolutely. That's what people want.
:29:36. > :29:41.They want to have the crack. think you're right. Was there
:29:41. > :29:45.difference between men and women in how they responded?
:29:45. > :29:50.More women are interested in it. It all levels out when you talk about
:29:50. > :29:54.the fact it's going to cost money. That's the thing, petrol is so
:29:54. > :29:57.expensive. People complain about it all the time. 60% of it on tax to
:29:57. > :30:02.the Government. How will you convince people it's worth chucking
:30:02. > :30:05.3p on the price of a litre. You're not. You can talk to everybody and
:30:05. > :30:09.most people when you spoke to them, they're all for the idea. They like
:30:09. > :30:13.it. Young people that have never experienced it before rather liked
:30:13. > :30:16.it. I had people who were bemused, what you mean there were people who
:30:16. > :30:19.served you petrol. They've never seen it. They suddenly realised
:30:19. > :30:24.they'd missed out on something. You're not selling it. We're not
:30:24. > :30:28.going to win this. I have a feeling, the problem is that the technology
:30:28. > :30:33.is advanced. What you're trying to do is attach something from the
:30:33. > :30:41.past to a modern form of what we do with something else. Thank you for
:30:41. > :30:44.making your case so well in favour the public think. Larry Lamb, thank
:30:44. > :30:49.you very much. APPLAUSE
:30:49. > :30:54.There you go, Larry says bringing back petrol pump attendants would
:30:54. > :31:00.cut queues and brick a friendly face back into our lives. Would you
:31:00. > :31:10.pay an extra 4p a litre to your fuel to bring back petrol pump
:31:10. > :31:29.
:31:29. > :31:33.attendants. This is an extra �2 for We'll bring the results later on. A
:31:33. > :31:38.few e-mails that have been coming in. David has an issue with
:31:38. > :31:43.spelling errors and poor grammar, the result, he says, of spell
:31:43. > :31:48.checker and failed education system. A few e-mails on bad grammar. This
:31:48. > :31:51.is the only one with no spelling errors. Colin says "Why not put 25p
:31:51. > :31:55.on the national insurance contribution and do away with
:31:55. > :32:05.hospital parking charges. We will all use the hospital at some time."
:32:05. > :32:05.
:32:06. > :32:09.Still to come: The bin cops take on the fly-tippers. The hidden camera
:32:09. > :32:19.house move traps more secret se mare tans. And the hidden hero who
:32:19. > :32:29.
:32:29. > :32:33.How can we change something that we are not happy with or get people
:32:33. > :32:37.with power to take us seriously? It seems not many of us know how to
:32:37. > :32:41.complain properly. I am hopeless at making complaints. I think because
:32:41. > :32:44.I am British. I feel if I have one and it's quite justified I don't
:32:44. > :32:47.mind complaining. I won't complain in restaurants because I don't like
:32:48. > :32:52.people knowing that I am complaining about them when they're
:32:52. > :32:57.handling food n case they spit in it or tamper with it in some way.
:32:57. > :33:00.People don't like it when you make complaints, they make you feel
:33:00. > :33:03.uncomfortable like you shouldn't have done that. If something's not
:33:03. > :33:08.right you have to say something. How are they going to improve their
:33:08. > :33:12.service if they're not aware of the problem. Now, I am a stroppy cow
:33:12. > :33:15.and I always complain but am I doing it properly? I am going to
:33:15. > :33:24.find out, here to tell us how to get the treatment we deserve is a
:33:24. > :33:27.man who always gets what he wants, Mr Jasper Greenson. Jasper has
:33:27. > :33:32.written over 5,000 letters of complaint and three books. He is
:33:32. > :33:38.the complainer and he does this not for money, but for love. How did
:33:38. > :33:42.you become a master complainer? suppose I like writing letters and
:33:42. > :33:46.don't like injustice and it's very heartwarming when you get a good
:33:46. > :33:52.result. What do you consider a great result, what is one of your
:33:52. > :33:58.successes? Actually helping a chap who was very poorly-sighted, who
:33:58. > :34:02.was elderly, who had been missold double double glazing and I got his
:34:02. > :34:06.money back for him. It's very satisfying when you make a good
:34:06. > :34:09.complaint. What do we do wrong in this country, why don't we complain
:34:09. > :34:12.efficiently all the time? We are very bad complainers. We are
:34:12. > :34:16.whingers and we don't complain effectively. Complaining
:34:16. > :34:22.effectively is about communicating and expressing yourself clearly.
:34:22. > :34:26.Quick example, my beloved wife tripped up at a petrol station,
:34:26. > :34:28.smashed her tooth, rang me on the mobile, within half an hour the
:34:28. > :34:32.entire main board of that petrol company had had the letter and we
:34:32. > :34:36.got a quick result. Because you sent it to the right people.
:34:36. > :34:39.Absolutely. That's a key thing, get through to the right people? That's
:34:39. > :34:42.a good point. You have to be communicating with somebody who is
:34:42. > :34:45.going to care about your complaint and usually that's somebody at the
:34:45. > :34:51.top of the organisation. I on one occasion took the ultimate example
:34:51. > :34:56.there, complained to the Pope. Copied to Cardinal Hume and the
:34:56. > :34:59.following day the Cardinal's assistant sorted the thing out. The
:34:59. > :35:02.ultimate complaint, never heard from the Pope's boss. You got a
:35:02. > :35:07.response. Some of our viewers have been in touch with some problems.
:35:07. > :35:12.The first is from Diane from the West Midlands. I recently had a
:35:12. > :35:15.nightmare holiday on a a cruise liner. They lost my luggage on day
:35:15. > :35:20.one and all the clothes I had was the clothes I was wearing. I didn't
:35:20. > :35:25.receive my luggage until 11 days after I returned home. The company
:35:25. > :35:29.have offered me �150 towards the next cruise with them themselves,
:35:29. > :35:35.my holiday was a complete nightmare without my luggage and I want my
:35:35. > :35:38.money back. What should tkoeu? I do? She has complained and not
:35:38. > :35:42.happy with the response. Nightmare scenario, her cruise was ruined.
:35:42. > :35:46.She didn't have any clothes. That's a bad one, obviously. She needs to
:35:46. > :35:54.grab the attention of the company concerned. How do you do that? Come
:35:54. > :36:01.at them left of field. I have written letters in medieval style,
:36:01. > :36:08.blackmail style, all sorts of things. In this case I would try a
:36:08. > :36:15.low em-- poem. And I got a poem back. Will you write for Diane?
:36:15. > :36:19.will be delighted. Next, Helen from Wales and she has a issue.
:36:19. > :36:24.received a large number of text messages, but when I have had my
:36:25. > :36:28.bill they are service messages and I have been charged �280. I have
:36:28. > :36:33.complained to the phone company and to the people that sent these texts
:36:33. > :36:39.and nobody seems to want to help. The company behind them have
:36:39. > :36:44.offered me �125 as a goodwill gesture. It still leaves me �125
:36:44. > :36:47.out of pocket. What should I do to get my money? Unsolicited text
:36:47. > :36:55.messages, deeply annoying and very expensive. She's already gone down
:36:55. > :36:58.the route of getting in in touch with two different people.
:36:58. > :37:02.things, don't bother ringing, it's a strange thing with telephone
:37:02. > :37:08.companies, you can't get through. Silly that! Haven't they got enough
:37:08. > :37:12.phones? If the company is reputable they will respond pos toeufl --
:37:12. > :37:16.positively. Failing that, sue in the small claims court, it's there
:37:16. > :37:19.for ordinary people. There is a chance this could and serious fraud
:37:19. > :37:27.situation or similar situation. That's possible. You are saying
:37:27. > :37:30.take it as far as you can. Indeed. Thank you very much. Keep sending
:37:30. > :37:34.your problems in and we will get our complainer to give you the best
:37:34. > :37:37.advice he can and if you think the advice isn't up to the mark you can
:37:37. > :37:43.always complain to him, try a poem maybe.
:37:43. > :37:48.Are we a selfish and unhelpful nation? Stanley Johnson is on a
:37:48. > :37:55.mission to prove we are not with his hidden cameras. Will students
:37:55. > :37:59.in Leeds live up to the stereo type and not help a damsel in distress?
:37:59. > :38:03.The challenge is to see how many people will help Jennifer our
:38:03. > :38:07.actress load up her possessions into a removal van. She is going to
:38:07. > :38:11.ask them to become her own removal van men or women. To cover the
:38:11. > :38:16.action we have cameras hidden inside this bag, in the house, and
:38:16. > :38:21.inside the removal van. I will be watching this moving drama on a
:38:21. > :38:26.monitor from our specially blacked out van. It's a bit grim up north
:38:26. > :38:30.today. Windy, rainy and cold. Hardly the ideal conditions to stop
:38:30. > :38:34.busy students racing home to play on their PlayStations or, Heaven
:38:34. > :38:40.forbid, go to a lecture. Let's see how Jennifer gets on. Jennifer has
:38:40. > :38:45.been waiting ten minutes now. Excuse me, could ski a big favour.
:38:45. > :38:50.--. Could I ask a big favour. has her unsuspecting victim. Could
:38:50. > :38:56.you you help me get my sofa into the back of the van. He stopped
:38:56. > :39:02.without hesitation. It's a bit manky, sorry. It goes into the van,
:39:02. > :39:08.heavy sofa. Do you mind helping me with a box there? Next, two things
:39:08. > :39:12.we placed 50 feet down the road. Handle with care. Thank you so much.
:39:12. > :39:16.She's getting him back to do the chest of drawers now. I have ruined
:39:16. > :39:20.your afternoon. The van's nearly full. But little does the poor chap
:39:20. > :39:30.know his work is not over yet. have one more thing. Would you
:39:30. > :39:33.
:39:33. > :39:37.mind? That's OK. Are you sure? OK. Apart from this chap, four other
:39:37. > :39:40.people were more than happy to help Jennifer load all the things into
:39:40. > :39:49.the the van. Although with one of them, it was touch and go whether
:39:49. > :39:57.they would ever get that sofa in. Left a bit, right a bit. Totally
:39:57. > :40:04.brilliant. Sofa, chest of drawer, book case, where will it end? Not
:40:04. > :40:13.there. Next, can she get any of our five Samaritans to wait while she
:40:13. > :40:23.goes back to the flat. Do you mind staying with it for two two ticks?
:40:23. > :40:27.Is that all right? We will be pushing them as far as we can. He
:40:27. > :40:37.is taking out his phone now. Sorry, dear, I am going to be late, is no
:40:37. > :40:39.
:40:39. > :40:46.doubt what he is going to text. That's three minutes gone. Five
:40:46. > :40:53.minutes. Jennifer has yet to emerge. Eight.
:40:53. > :40:58.A certain amount of tkpwrupl tkpwrupl -- grumpiness is setting
:40:58. > :41:03.Nearly ten minutes have passed and not one of Jennifer's helpers has
:41:03. > :41:10.legged it. Time to put the poor chaps out of their misery. Well,
:41:10. > :41:16.not totally out of their misery. Thank you. There's one final big
:41:16. > :41:20.ask. Is there any chance you would come with me and help me at the
:41:20. > :41:24.other end, really quickly. She's literally, up Victoria Road. I have
:41:24. > :41:31.a deadline to hand in today and I need to print it off and take it
:41:31. > :41:34.back to uni. I could drop you off. Sorry, I have to go. OK. All right.
:41:34. > :41:41.Thanks anyway. Thank you for your help with this much. That's a very
:41:41. > :41:51.polite no. Essay crisis, no doubt. What about this chap? Thank you so
:41:51. > :41:52.
:41:52. > :41:55.much. Yeah, I have one more ask. But it is a big one. Sorry. OK.
:41:55. > :42:00.dear. Looks like we have reached the limit of people's kindness.
:42:00. > :42:03.Thank you. Have a good day. Literally just whip us around, down
:42:03. > :42:11.to the end of Victoria Road. It's getting dark and this one also
:42:11. > :42:16.looks like a no. Sorry about that. OK, don't worry. But wait, hang on.
:42:16. > :42:20.She's not giving up that easily. would be really grateful if you
:42:20. > :42:24.could. How long will it take do you think? About five minutes. That
:42:24. > :42:29.will be fine. Are you sure? You are amazing, thank you. This is it.
:42:29. > :42:35.This is the jackpot. Well done, Leeds. Talk about moving, well, I
:42:35. > :42:41.am moved too. Another two people also went the
:42:41. > :42:45.extra mile. What this afternoon shows is people
:42:45. > :42:50.really will go out of their way to help. Moving is thirsty work, I am
:42:50. > :42:56.going to drink my tea and leave these guys to clear up.
:42:56. > :43:00.APPLAUSE. Stanley, so far so good, very good
:43:00. > :43:04.joke. Enjoyed that. You used your technique again of using young
:43:04. > :43:06.ladies to good effect, rather than asking yourself. Are we happy with
:43:07. > :43:10.the students of tomorrow, is Britain going to be a bright and
:43:10. > :43:14.cuddly place? I was worried when I set off for Leeds. I was worried so
:43:14. > :43:18.I thought these students, are they going to be helpful? They're going
:43:18. > :43:22.to be much too busy, they might even be studying, I thought. If
:43:22. > :43:32.they're not partying they're going to be revolting, revolting against
:43:32. > :43:34.
:43:34. > :43:41.the savage cuts. But they just came up - they played a brilliant game.
:43:41. > :43:46.Not only as it were they helped her - helped her drawers, sorry. Let's
:43:46. > :43:49.move on. Helped the drawers into the van. They got her drawers into
:43:49. > :43:52.the van. Let's move away from drawers, Stanley. On the other
:43:52. > :43:57.subject, are you much of a complainer yourself? I never
:43:57. > :44:01.complain. My view of life is, I am being serious now, we have it so
:44:01. > :44:05.easy in this country. I spend a lot of time travelling around the world
:44:05. > :44:10.seeing people almost have nothing to eat. Why should we complain?
:44:10. > :44:13.What are you up to next week? topical event, we are going to
:44:13. > :44:18.Bradford and we are going to have a festive event and I want to tell
:44:18. > :44:23.you something... We haven't time, Stanley. Our little lady Jennifer
:44:23. > :44:30.is going to get her claws into Santa. That should be interesting.
:44:30. > :44:34.Can't wait to see what happens. APPLAUSE.
:44:34. > :44:39.He is priceless. Now, earlier the lovely Larry Lamb had the job of
:44:39. > :44:44.trying to persuade to you pay more for your fuel to bring back the
:44:44. > :44:51.petrol pump attendant. For now, the vote is closed. Please don't vote
:44:51. > :44:54.any more as you will be charged but your your vote won't count. Now
:44:54. > :44:58.it's been a busy week here on That's Britain, and here is sa
:44:58. > :45:01.roundup of what's been happening with your host Nick Knowles. Thank
:45:01. > :45:05.you very much. Ever wondered what really makes us happy? You need
:45:05. > :45:07.wonder no more, a new survey commissioned by the Government can
:45:07. > :45:11.answer the question. After exhaustive research they've
:45:11. > :45:15.discovered we are all happier if, wait for it, we have a job, good
:45:15. > :45:18.health and cash in our pocket. But you might be less happy when you
:45:18. > :45:23.discover how tfp costs them and therefore to us come up with this
:45:24. > :45:26.startling revelation, over the next four years the survey will cost �2
:45:26. > :45:30.million. A Government spokesman told us the survey helps us make
:45:30. > :45:34.sure decisions on policy and spending are made in a balanced way
:45:34. > :45:43.but will help people with the big decisions about their own lives.
:45:43. > :45:47.Finely, -- -- in scenes reminiscent of a heist movie tworbgs women were
:45:47. > :45:52.caught on CCTV loading their car with �400 worth of booze stole
:45:52. > :45:56.tprpb a supermarket. They made to make their escape. The plan was
:45:56. > :46:01.full-proof with one exception, they forgot to put petrol in their car.
:46:01. > :46:05.So they enlisted an innocent passer-by to help push the car full
:46:05. > :46:08.of stolen booze to the petrol station where they made their
:46:08. > :46:12.escape, unaware it had been caught on camera. The dozy thieves were
:46:12. > :46:16.caught and prosecuted after after trying to steal more booze from
:46:16. > :46:26.another supermarket. That's the news from around That's Britain.
:46:26. > :46:26.
:46:27. > :46:31.You might think fly-tipping is where people dump their rubbish
:46:31. > :46:37.everywhere apart from the bin. But in parts of the country leaving
:46:37. > :46:43.your rubbish out on the wrong day is fly-tipping. But there are
:46:43. > :46:47.environmental enforcement officers. In Preston in North West England,
:46:48. > :46:53.Gary and Paul have been called to deal with a problem at one of their
:46:53. > :46:58.recycling sites. Welcome to our world. Good God. The bins are
:46:58. > :47:03.nowhere near full, but people have dumped bags of rubbish on the floor.
:47:03. > :47:07.It's a very hard process I know. We're asking a lot. But, no, they'd
:47:07. > :47:13.sooner dump it on the floor and get a council officer to come along and
:47:13. > :47:18.do exactly what they could do in seconds, put it in the bin. Fair
:47:18. > :47:22.play to them, they've tied it up in more sons bags, well done. We'll
:47:22. > :47:27.give you a point for that. But then it's the old, what shall I do with
:47:27. > :47:33.that? Shall I put it in a bin or go to the recycling site and throw it
:47:33. > :47:40.on the pavement? I'll do that. used nappy is not recyclable.
:47:40. > :47:46.Neither are pizzas, chicken legs, sa mosas and old tellies. If we can
:47:46. > :47:51.find any addresss in this lot, we will per sue them. They will get a
:47:51. > :47:57.fixed penalty ticket. We will not put up with this. We have birthday
:47:57. > :48:01.cards there. We have bags and bags of cans. We've got takeaway pizzas.
:48:01. > :48:05.This is possibly somebody who has just celebrated a birthday. He has
:48:05. > :48:13.a good time on his birthday. It's my birthday today and I end up
:48:13. > :48:18.going through bags of (BLEEP). finds evidence on a wrapper. They
:48:18. > :48:21.are leaving all their details. There you go. I'll have that.
:48:21. > :48:26.Even someone who has gone to the trouble of shredding their
:48:26. > :48:29.documents isn't beyond the long arm of the law. We'll keep that one for
:48:29. > :48:35.evidence. This affects people's lives to. Get hold of these people
:48:35. > :48:38.and make them pay for it, nothing better.
:48:38. > :48:44.Before they can get hold of anyone, they have to work through the
:48:44. > :48:49.evidence they have. I do love jigsaws, especially when there's
:48:49. > :48:53.the potential of sending somebody a love letter, giving the
:48:53. > :48:58.opportunities to pay a little fine. Paul is piecing together a letter
:48:59. > :49:02.found at the dump in the hope that he will hit the jackpot with a name
:49:03. > :49:06.and address. It is what you call doged determination. But will it
:49:06. > :49:11.bring results? Fplgts the one little bit of paper that I need to
:49:11. > :49:15.complete the jigsaw is missing. That's the bit with his address on.
:49:15. > :49:22.He lives to dump another day I suppose. Undeterred he moves onto
:49:22. > :49:25.another suspect's rubbish and even more intricate puzzle. Now for the
:49:25. > :49:33.huge jigsaw. I need to patiently go through these to find anything that
:49:33. > :49:37.might give us a clue. persistence pays off. Now I've got
:49:37. > :49:40.first name, surname and an address. Important news about changes to
:49:40. > :49:48.your account. Yeah they'll be getting some important news from me
:49:48. > :49:54.shortly. They will have an �80 fine coming. Armed with a name and
:49:54. > :50:00.address, Paul heads out to confront the suspect. Good afternoon, could
:50:00. > :50:04.it be Mr Davis. That's right. That's a picture... Oh, well it
:50:04. > :50:08.were all fastened up. I've unfastened the bag to see what's in
:50:08. > :50:13.it. That's the first time I've ever put anything there actually. We are
:50:13. > :50:18.investigating that as an overall complaint of fly-tipping. Oh, right.
:50:18. > :50:21.And you're part of the problem. Sorry. The probltd is that we have
:50:21. > :50:25.to consider whether or not you should get a fixed penalty ticket.
:50:25. > :50:30.Sorry about that. He saw the rest of the bag there's and thought well,
:50:30. > :50:35.everybody else is dumping, so why shouldn't I. If you put stuff there
:50:35. > :50:41.tidily, there should be no problem. It's a bit much when the council
:50:41. > :50:45.comes round knocking at your door. Even hard-nosed Paul has a pang of
:50:45. > :50:49.conscience about issuing a ticket to the pensioner. This man may not
:50:49. > :50:54.have dumped chicken legs and pizzas on the floor of the recycling point,
:50:54. > :50:59.but leaving shredded paper there is still technically an offence.
:51:00. > :51:02.try to balance things and think well, should I let him off with a
:51:02. > :51:07.warning. In this instance, it's highly likely that the decision
:51:07. > :51:11.will be that he gets a fixed penalty ticket. In fact, you'll be
:51:12. > :51:17.pleased to hear that the pensioner you saw there was not fined. But
:51:17. > :51:20.you might be appalled to hear he was given an official caution. It
:51:20. > :51:24.seems to be heavy handed when he's packaged up his rubbish, taken it
:51:24. > :51:28.down to the place and the only reason he didn't put it in, is that
:51:29. > :51:33.he was worried it would blow away. Yet they've cautioned him. They had
:51:34. > :51:39.to make a judgment call, and that was not to fine him, warn him
:51:39. > :51:46.instead. Our bin cops might be on borrowed time. This looks like a
:51:46. > :51:49.speed camera, but it's an ought mauted -- automated anti-fly-
:51:49. > :51:55.tipping device. Imagine I'm going to be a fly-tipper here and
:51:55. > :52:00.demonstrate. I'm going to illegally dump rubbish. That's handy. What
:52:01. > :52:05.happens is you're strolling along when all of a sudden... Stop, if
:52:05. > :52:09.you are fly-tipping or committing any other illegal act, your photo
:52:09. > :52:15.has been taken and will be used to prosecute you. Leave this area now.
:52:15. > :52:20.LAUGHTER It really is very aggressive. If my
:52:20. > :52:25.mum before she passed on, had walked past that, would it would
:52:25. > :52:29.have scared the day lights out of her. It will store your picture,
:52:29. > :52:33.even if you're innocently walking past it. We have so much CCTV
:52:33. > :52:35.already, and I'm afraid that the expansion of CCTV hasn't been
:52:35. > :52:40.covered by legislation, what is that going to be used for. When you
:52:40. > :52:44.ask people in this country, they feel safer than anywhere else
:52:44. > :52:49.almost in the world because of the number of cameras. The other thing
:52:49. > :52:53.to remember is fly-tipping is a massive problem. It costs �100
:52:53. > :53:01.million a year. If you don't know what this is used for, ten years
:53:01. > :53:08.down the line, oh, you haven't paid your tax bill. Oh, by the way, this
:53:08. > :53:10.is the second time you're into this cake shop. Britain was one of the
:53:10. > :53:15.first countries in the world to supply its population with clean
:53:15. > :53:21.drinking water from the tap, all the way back in the 19th century.
:53:21. > :53:25.With reservoirs getting empty year on year it's a tough job keeping us
:53:25. > :53:29.all watered. Meet another hidden hero, the man whose job it is
:53:29. > :53:35.literally to turn on the water works. Dave Reynolds supplies 2.6
:53:35. > :53:38.billion litres of drinking water to nine million people every day.
:53:38. > :53:42.an extremely satisfying job. I've always been interested in water.
:53:43. > :53:48.I'm a fisherman at heart. I spent most of my childhood sitting by a
:53:48. > :53:52.river. Moving to the water industry was just what I wanted to do.
:53:52. > :53:58.is a water quality manager for South East England. He makes sure
:53:58. > :54:01.that the drinking water we take for granted is 100% safe. What we do is
:54:01. > :54:04.one of the greatest advances in public health. Our customers can
:54:04. > :54:09.trust their water supply not to make them ill. 147 years ago that
:54:09. > :54:14.wasn't the case. -- 100 years ago that waents the
:54:14. > :54:17.case. Dave and his team test two million water samples every year.
:54:17. > :54:22.They're looking for dangerous bugs or kaemicals that may contaminate
:54:22. > :54:28.the water supply. There are 100 people doing critical work here.
:54:28. > :54:32.Today's job is to ensure there are no bacteria in the samples. I've
:54:32. > :54:36.just added food for bacteria to grow on. I'm mixing it up. The next
:54:36. > :54:41.stage will be to put it in an incubator to allow the bugs to grow
:54:41. > :54:45.if they are there. I find this quite exciting, because I am a
:54:45. > :54:49.scientist at heart. So actually seeing science put into practice is
:54:49. > :54:53.something I really enjoy. As you can see, all of these customer
:54:53. > :54:57.samples have no colour change in them, so have no bugs in them.
:54:57. > :55:01.another successful day at work for Dave. It's really pleasing going
:55:01. > :55:05.home at night to know we've done a good job, but nobody's really
:55:05. > :55:08.thinking about us and we're doing it in the background. Keeping
:55:08. > :55:16.millions of people supplied with safe drinking water is what makes
:55:16. > :55:22.Dave a true hidden hero. APPLAUSE
:55:23. > :55:29.I have to say, I've travelled with Comic Relief and you as well, where
:55:29. > :55:32.there isn't fresh water. The illness... We take it for granted.
:55:32. > :55:37.It is an extraordinary thing to have clean water. Earlier we asked
:55:37. > :55:42.whether you'd pay an extra 4p a litre of fuel to bring back the
:55:42. > :55:47.petrol pump attendant. Tough one this. Do you think you've pull
:55:47. > :55:51.today off? No way! Well the votes are in, so let's see if you are
:55:51. > :56:01.prepared to bring back the petrol pump attendant, has Larry done us
:56:01. > :56:01.
:56:01. > :56:04.You were talking too much, love. know, that's what it was.
:56:04. > :56:08.Officially we have to say you are the first person not to pull that O
:56:08. > :56:12.you were up begins it. It's the cash isn't it. That's it. It's the
:56:12. > :56:15.cash. It's the cash that counts. all like someone to chat to at the
:56:15. > :56:19.station, but it's not going to happen here. Thank you Larry.
:56:19. > :56:21.Thanks to everyone who voted. Thank you so much to the wonderful Larry
:56:21. > :56:27.Lamb. APPLAUSE
:56:27. > :56:30.Next week, Angela Rippon will champion her own personal bring
:56:30. > :56:35.back passion. Now to see how the word wall has changed from the
:56:35. > :56:40.beginning of the show. You e-mail us with what's ticking you off and
:56:40. > :56:46.we turn your moans into a grumble pudding. This was earlier. There we
:56:46. > :56:51.go. Earlier it was wind turbines, petrol prices, parking charges.
:56:51. > :56:55.Now? Since you've been inundating us, let's see what the change is.
:56:56. > :56:59.In the middle, hospital parking charges. Interesting, the
:56:59. > :57:02.Government says today if hospital parking charges were to be scrap
:57:02. > :57:12.today would cost an extra �100 million. Where would that come
:57:12. > :57:16.
:57:16. > :57:20.from? Cold calling is a worry. The amount of cold calling that goes on,
:57:20. > :57:24.you can understand why that's appeared. Car insurance is
:57:24. > :57:29.something else reappearing. Interesting stat about that. It
:57:29. > :57:32.costs -- costs are up 40% now. But crashes caused by injury are down
:57:32. > :57:38.30%. Possibly because of the amount of cold calling from people saying
:57:38. > :57:42."Would you like to make a claim" Which is putting up claims. What
:57:42. > :57:46.else, customer services. You know, what I think we have to call it a
:57:46. > :57:50.day. Very interesting stuff though. That is it tonight. Keep sending
:57:50. > :57:53.your grumbles to the word wall. It changes every day. See if you can
:57:53. > :57:57.make your bug bear onto the show. We're back at the same time next
:57:57. > :58:00.week for our final show. Thank you to everyone for getting in touch.
:58:00. > :58:06.Thank you for your stories and e- mails. If you've had bads customer
:58:06. > :58:11.service and don't know how to get satisfaction, send us your problem.
:58:11. > :58:17.Go to the website. Thanks to our complainer who managed to finish
:58:17. > :58:20.his poem for our viewer Diane. Diane Jasper is sending the poem to