:00:07. > :00:16.Heard, and dwelt on June Inside Out. Tonight, going undercover at
:00:17. > :00:24.Britain's biggest supermarket, Tesco. I've just bought this bag
:00:25. > :00:30.full of shopping, all of those things are on offer but none has
:00:31. > :00:33.come off. They want people to come in for the deals and spend more
:00:34. > :00:40.money in the store than what they meant when they came in. Also, it's
:00:41. > :00:51.fastest fruit trigger in the west. fastest fruit trigger in the west.
:00:52. > :00:54.Mucky, smelly. It is not the best of jobs you want a bit of incentive.
:00:55. > :00:59.And we catch up with the Cornwall letting agent accused of pocketing
:01:00. > :01:05.tens of thousands of pounds in deposits. What have you done with
:01:06. > :01:10.everyone's money? All those things you have not paid? Was reviewed on?
:01:11. > :01:12.Do you want to tell us? I'm Gemma Woodman and this is Inside Out
:01:13. > :01:20.south-west. Renting is on the up
:01:21. > :01:28.? and only last week, to help take the hassle out
:01:29. > :01:35.of finding decent digs. But in the meantime,
:01:36. > :01:37.why not get an agent They have a raft of
:01:38. > :01:40.properties to choose from, they deal with the landlord,
:01:41. > :01:43.they take care of the paperwork In other words, they
:01:44. > :01:51.bring us peace of mind. But what happens when the very
:01:52. > :01:54.people we have trusted to protect our money seem
:01:55. > :01:57.to have a big problem when it She runs letting agency Premier
:01:58. > :02:06.Property Management of Truro. Pictured here enjoying
:02:07. > :02:08.a night out with friends. But for some of her clients,
:02:09. > :02:11.affording a social life has become Because Anne Treneer's been ripping
:02:12. > :02:19.them off on a big scale. And doesn't seem keen
:02:20. > :02:36.to talk about it. New dialled an incorrect number.
:02:37. > :02:39.Please check the number and try again.
:02:40. > :02:45.I've just tried to call Ann and the number's now been cut
:02:46. > :02:48.off ? I'm just fed up with it now really.
:02:49. > :02:51.Hannah's been trying to get her money back for five months.
:02:52. > :02:57.She's had to put the deposit for her new flat on a credit card ?
:02:58. > :03:10.It is so frustrating. It is so frustrating. They keep telling me it
:03:11. > :03:12.has gone in and they have paid it. It's not just tenants
:03:13. > :03:17.who've been stung. Landlords too have seen
:03:18. > :03:19.the money they trusted Landlords like Steve
:03:20. > :03:26.and Lorraine Emery-Wright. So, Steve was a Methodist
:03:27. > :03:29.minister for 12 years in Cornwall but now works
:03:30. > :03:32.as a missionary in Korea so I'm going to call him and
:03:33. > :03:40.Lorraine online now. Hello. Hello to you injury. -- in
:03:41. > :03:51.Korea. So how much money has
:03:52. > :04:11.Ann taken from you? For a missionary's salary, it's
:04:12. > :04:16.around half of what I earn every year.
:04:17. > :04:18.Anne emailed them elaborate excuses ? saying
:04:19. > :04:21.the money was on its way, that her internet was down,
:04:22. > :04:24.that she was unable to access her account and that she had bank
:04:25. > :04:26.statement proof she'd sent the money.
:04:27. > :04:29.For 18 months, the excuses kept coming but the money never did.
:04:30. > :04:33.She would avoid us, she would tell us intentional lies
:04:34. > :04:37.- I've paid you and no pay has gone in.
:04:38. > :04:39.She would send us cheques and the cheques would be cancelled.
:04:40. > :04:49.She charged them ?750 for a repair when the real cost was just ?75.
:04:50. > :04:52.They went to an Ombudsman who ordered Ann to pay back
:04:53. > :04:55.all the rent she owed them at that time plus compensation
:04:56. > :05:05.At what point did you think, enough is enough,
:05:06. > :05:16.Just before we went to South Korea, we doorstepped her and said,
:05:17. > :05:23.And you can make all this go away and they asked right now. She said
:05:24. > :05:27.she would do it. She sat for an hour, shaking the all-time,
:05:28. > :05:35.pretending to good money into her account and I'm giving him money --
:05:36. > :05:38.giving her numbers, but no money ever went in.
:05:39. > :05:41.We were saying we'd believe when we see it when it goes
:05:42. > :05:48.Ann Treneer's trail of out of pocket clients doesn't end there.
:05:49. > :05:50.We've spoken to nine tenants and seven landlords
:05:51. > :05:58.who are collectively owed nearly ?35,000.
:05:59. > :06:01.We've also spoken to three tradesmen owed ?1300.
:06:02. > :06:07.We found out that one of the organisations which insures
:06:08. > :06:09.tenants' deposits has so far paid out ?36,000 to 36
:06:10. > :06:14.people who all failed to get theirs back from Anne.
:06:15. > :06:17.There's also the ?35,000 awarded by the courts to other disgruntled
:06:18. > :06:22.Premier clients ? none of it so far paid.
:06:23. > :06:25.For landlords of rental properties, there are few safeguards
:06:26. > :06:29.But for tenants, it should be different.
:06:30. > :06:36.their money is supposed to be tightly protected by law.
:06:37. > :06:39.Since 2007, landlords and their agents have had a legal
:06:40. > :06:42.requirement to place every tenant's deposit in a Government-backed
:06:43. > :06:46.scheme ? like the Tenancy Deposit Scheme.
:06:47. > :06:49.These schemes protect the deposit in case there's a dispute.
:06:50. > :06:57.Deposit money can be held in a so-called custodial
:06:58. > :07:01.Or surprisingly, it can held in a bank account
:07:02. > :07:03.controlled by the landlord or letting agent.
:07:04. > :07:09.An account they can access at any time.
:07:10. > :07:11.An average small independent agent would probably be
:07:12. > :07:13.managing about 200 properties which would equate to ?300,000
:07:14. > :07:22.?300,000 sat in an account is probably too tempting.
:07:23. > :07:25.And we think this is the sector's dirty little secret where they can
:07:26. > :07:28.dip into this account when they see fit.
:07:29. > :07:33.Scrapping deposits altogether and instead insuring properties
:07:34. > :07:41.There's no need to take cash deposits and, if anything,
:07:42. > :07:44.there's definitely no need to take cash deposits in this
:07:45. > :07:50.If you do want to take deposits then I would insist that it has to go
:07:51. > :07:58.But even then its money doing nobody any good.
:07:59. > :08:01.We're much better to mitigate risk against an actual insurance product.
:08:02. > :08:02.So just how dirty is this little secret?
:08:03. > :08:07.Last year, a total of 14 letting agents in the UK were prosecuted
:08:08. > :08:11.for helping themselves to tenants' deposits.
:08:12. > :08:16.Between them, they'd stolen more than ?1 milliom.
:08:17. > :08:21.Between them, they'd stolen more than ?1 million.
:08:22. > :08:24.Two of them were based in the sout-west.
:08:25. > :08:27.One MP who's campaigned for tenants' rights says it's time to get tough.
:08:28. > :08:29.I think this is appalling and clearly there needs
:08:30. > :08:32.some action to be taken on all of this and I think
:08:33. > :08:35.there should be some fines placed on people if they misappropriate
:08:36. > :08:37.those funds and potentially go to court and to prison
:08:38. > :08:48.It's a legal requirement for agents to protect deposits.
:08:49. > :08:50.But the tenancy deposit scheme told us that,
:08:51. > :08:54.none of the deposits held by Premier have been properly insured.
:08:55. > :08:56.We joined the long list of people trying to get
:08:57. > :09:00.but she didn't get back to us either.
:09:01. > :09:04.Hi, Ann, Jemma Woodman BBC Inside Out.
:09:05. > :09:12.I've come to see what you've done with everyone's money?
:09:13. > :09:17.What have you done with everyone's money, Ann?
:09:18. > :09:19.All those deposits, the rent you haven't paid?
:09:20. > :09:26.It's a lot of money and a lot of people that we're looking for?
:09:27. > :09:40.How dare you take people's money, Ann.
:09:41. > :09:42.Well there you go, Ann didn't answer any of our questions.
:09:43. > :09:45.She's fobbed us off just as she has lots of people
:09:46. > :09:47.who trusted her with their rents and deposits.
:09:48. > :09:49.But a little while later, we had a phonecall.
:09:50. > :09:52.Well, I've just spoken to Ann and she says that she hasn't
:09:53. > :09:55.lied to anyone and that the money is safe and sound in a ringfenced
:09:56. > :09:57.account and she promises to pay everyone back every
:09:58. > :10:03.Although we have heard that plenty of times before.
:10:04. > :10:06.Anne did apologise and said she'd not been well.
:10:07. > :10:07.Although she still hasn't told us why she's failed
:10:08. > :10:13.Those who want their money back no longer trust her -
:10:14. > :10:18.or the system that was supposed to protect them.
:10:19. > :10:22.The fact that someone can do this with impunity,
:10:23. > :10:47.Next to tonight, when is a bargain not a bargain? Our reporter has been
:10:48. > :10:48.investigating Tesco where those special offers are not so special
:10:49. > :10:49.after all. That's why the shelves at Britain's
:10:50. > :11:01.biggest supermarket are full of special offers -
:11:02. > :11:03.money off this, buy two and we all take it for granted
:11:04. > :11:08.that the price we see on the shelf is the price we'll pay
:11:09. > :11:11.at the till, right? But what if things don't quite add
:11:12. > :11:13.up when you get home I've just bought a few bits at Tesco
:11:14. > :11:22.and I'm sure these items were on special offer -
:11:23. > :11:26.that's why I bought two of each - but, according to my receipt,
:11:27. > :11:29.I've paid full price. I've paid 60% more than
:11:30. > :11:34.the deal on the shelf. At another Tesco store,
:11:35. > :11:44.I spot two for ?2 on ice cream but, at the till, I'm charged
:11:45. > :11:47.the full price again, Martin works for trading
:11:48. > :11:55.standards and says the rules They must put a price on goods
:11:56. > :12:04.so you know what you're going to pay and that price must be accurate
:12:05. > :12:07.so you don't get charged more than you thought
:12:08. > :12:09.you were going to pay. Sounds simple enough
:12:10. > :12:12.and, with 3500 stores nationwide, Tesco needs
:12:13. > :12:15.to be getting it right. That's what I want to find out so,
:12:16. > :12:25.armed with my phone and some secret cameras, I want to see how
:12:26. > :12:32.many offers on the shelves don't go through at the till
:12:33. > :12:36.and, here in Plymouth, Can I just check, mate,
:12:37. > :12:40.that the offers have The Nutrigrain bars and on the tea
:12:41. > :12:44.bags as well they're They actually ended on the 13th
:12:45. > :12:51.but they're still out. Offer prices are being left
:12:52. > :12:58.on the shelves after the tills have At another store, at Callington
:12:59. > :13:07.in Cornwall, the deal on the shelf says ?3 but the till says ?4,
:13:08. > :13:09.so it's off to customer We try not to let it happen
:13:10. > :13:20.but at times like Christmas and summer we unfortunately
:13:21. > :13:22.take on a lot more is an out of date label, it should
:13:23. > :13:29.have been taken off by one of us. And at this Tesco store back
:13:30. > :13:31.in Plymouth, yet more problems where the shelf price is cheaper
:13:32. > :13:34.than the till price. Is it all right if you come
:13:35. > :13:37.with me have a look? Yeah, I can show you
:13:38. > :13:39.where they are mate, I get the difference back but this
:13:40. > :13:43.time the worker doesn't remove the out of date labels so,
:13:44. > :13:46.when I return two dates later, the I've started making a list
:13:47. > :13:56.of how many offers are out And I want to find out
:13:57. > :14:04.if what's happening in Devon and Cornwall is also happening
:14:05. > :14:06.across the country. Because if it is, it's not just
:14:07. > :14:10.a problem for Tesco, it's a problem At this Tesco Express in Liverpool,
:14:11. > :14:23.sauce marked ?1 on the shelf It says on the shelf a pound
:14:24. > :14:37.and it's coming up ?1.79. But the more places I go,
:14:38. > :14:40.the more confused I'm getting. In this store some offers
:14:41. > :14:42.are completely different In fact there's so much difference
:14:43. > :14:45.between the shelf price and the receipt price, I'm not even
:14:46. > :14:50.going to bother to go back and try If there are just too many offers
:14:51. > :15:04.changing too frequently so that store staff can't really be expected
:15:05. > :15:06.to understand them, comply with all the change,
:15:07. > :15:09.then that is something that Tesco And there's plenty to think
:15:10. > :15:18.about at this store in Leeds. Hi, I've just bought this
:15:19. > :15:20.bag full of shopping. All those things are on offer
:15:21. > :15:28.but none of it's come off. I knew I shouldn't have
:15:29. > :15:31.been standing here. The person who does this job did
:15:32. > :15:33.leave so we've been waiting should have done hours,
:15:34. > :15:38.days, weeks' ago. So it's a serious message
:15:39. > :15:55.but is everyone taking it seriously? Oh, there's been lots
:15:56. > :15:57.today have there? And as I head around the country
:15:58. > :16:05.the same thing keeps happening, I have to tell the compliance
:16:06. > :16:29.manager that his men It doesn't seem a terribly difficult
:16:30. > :16:55.or perhaps that long a job just to walk around the store
:16:56. > :16:57.assuming everyone knows what day it is, you know,
:16:58. > :17:00.to go round and tear off anything And at some stores old and new
:17:01. > :17:27.promotions end up side by side. The longer the offer has been wrong,
:17:28. > :17:31.the bigger the failure of diligence In that case, he's not
:17:32. > :17:40.going to like what's coming up next. At this store, I tell the cashier
:17:41. > :17:43.the offer isn't working. She refunds the difference
:17:44. > :17:46.but leaves the label on the shelf. So when I go back a week later it's
:17:47. > :17:53.still on the shelf and when I return a month later, it's
:17:54. > :17:54.still on display. The fourth worker
:17:55. > :17:56.finally removes it. It's pretty basic that, if one
:17:57. > :18:03.customer has shown something wrong, then it's put right to stop other
:18:04. > :18:06.customers being misled. But at 33 of the 50 stores I went
:18:07. > :18:10.to, the till price was more If Customer A has come back
:18:11. > :18:24.and complained and been refunded, that doesn't mean
:18:25. > :18:26.there weren't 20 other customers who didn't spot it
:18:27. > :18:28.and didn't complain. There were obviously major problems
:18:29. > :18:35.with their control of the special offers and it's the special offers
:18:36. > :18:39.that bring people in, make people reach for more
:18:40. > :18:42.and perhaps spend a little more than they meant to when they came
:18:43. > :18:45.into the store so that is The company wouldn't provide
:18:46. > :18:55.anyone for interview but, after reviewing our evidence,
:18:56. > :19:11.told this programme: As a result of our investigation,
:19:12. > :19:17.Britain's biggest supermarket says it's now double checking
:19:18. > :19:22.the accuracy of every price in every store - that's more than 3500
:19:23. > :19:26.stores across Britain. Spare a thought now
:19:27. > :19:45.for the humble cow. She spends her day trudging through
:19:46. > :19:48.muddy field looking for grass, any milk parlour, with all that walking
:19:49. > :19:54.about, who's looking after her feet? Tonight on Inside Out goes out
:19:55. > :20:02.on the road with a man whose job it is to make sure
:20:03. > :20:04.they stay that way. Early morning on a dairy
:20:05. > :20:07.farm near Truro. Not just any old dairy farm ?
:20:08. > :20:09.a state of the art facility where cows choose their own time
:20:10. > :20:16.of milking ? and it's done by robots which seldom venture out
:20:17. > :20:18.into the fields ? and with water As befits ladies of leisure,
:20:19. > :20:22.some of these girls Although they might not
:20:23. > :20:33.quite see it that way. The girls are getting top class
:20:34. > :20:39.treatment by one of the go-to outfits in the field of cattle foot
:20:40. > :20:54.care, Charlie Davey and his trusty Rebound have a wall sense of humour,
:20:55. > :21:01.which unique in this job. It can be wet, muddy, smelly. . It's not the
:21:02. > :21:10.best of jobs, so you want a bit of a warped sense of humour. This will be
:21:11. > :21:21.a routine trim. All four feet. Just to keep her walking advocate. Keep
:21:22. > :21:28.an functional. Stop her from going lame rather than waiting for her to
:21:29. > :21:35.go lame. I don't know what I'd do without him, he has transformed our
:21:36. > :21:43.cows' feed. They don't get big problems, it is key to having happy
:21:44. > :21:47.cows. It's no different to ours cutting our toenails or thumbnails.
:21:48. > :21:51.If you go too deep, there is a discomfort, of course there is. It's
:21:52. > :21:53.like you cutting back into the quick.
:21:54. > :21:58.There are only two rigs like this in existence and Charlie designed
:21:59. > :22:00.them both ? one for himself, the other for his son.
:22:01. > :22:03.He describes most of his work on Robert's farm as routine,
:22:04. > :22:06.putting the relatively healthy state of his cows' feet down
:22:07. > :22:08.to their staying inside most of the time, a somewhat
:22:09. > :22:23.People who really complain about dairy cows being kept inside 20 47
:22:24. > :22:32.don't know what they're talking about. They are looked after for the
:22:33. > :22:34.better than dairy cows that go out. It is consistent, 365 days of the
:22:35. > :22:40.year, they are looked after better. No matter how many farms
:22:41. > :22:42.he might visit in a day, Charlie's rig has to be washed down
:22:43. > :22:46.every time as a precaution He's always worked with cattle
:22:47. > :22:51.and previously ran a big herd I always said I wanted to calm
:22:52. > :23:10.down at 55 and always We all will yes. -- there we are.
:23:11. > :23:19.Yes. Their next port of call
:23:20. > :23:22.is a dairy farm near St Agnes. The cows here spend most
:23:23. > :23:24.of their time outside. Some of Martin Brown's animals
:23:25. > :23:33.are afflicted with conditions more A big problem nowadays, which we
:23:34. > :23:39.never used to see is digital dermatitis, which lives in axles
:23:40. > :23:46.flurries, so once you get it on the farm, it is hard to get rid of it.
:23:47. > :23:49.Another thing is cows walking on tracks, where the tracks pick up
:23:50. > :23:57.small stones and they will damage the soul of the move. That leads to
:23:58. > :23:58.problems that way. -- sole of the hoof.
:23:59. > :24:02.Charley and Lisa will be treating both those complaints today,
:24:03. > :24:18.It's a bacterial thing that is quite easy to cure all on the Cal, but
:24:19. > :24:23.it's impossible to cure all on the farm. -- cow.
:24:24. > :24:25.Charlie treats the wound with Martin's anti-bacterial spray
:24:26. > :24:30.The wound will smart from the spray but Charley expects a full
:24:31. > :24:48.If you're squeamish, you might want to look away now. It's a case of
:24:49. > :24:55.relieving the pressure around the also, trying not to make it lead,
:24:56. > :24:56.but sometimes it's very not to. Basically, I'm just taking out all
:24:57. > :25:01.of the dead tissue around the ulcer. Treatment includes a kind
:25:02. > :25:13.of platform sole being fitted The block on the good digits, which
:25:14. > :25:19.then takes the weight of the bad digits, giving its to heal. The
:25:20. > :25:24.block just wears off by itself. By that time, the food is healed.
:25:25. > :25:30.who worked in a vet's practice before going on the
:25:31. > :25:38.I am not the job, working with the animals, but I just wanted to be
:25:39. > :25:48.outside a bit more and my favourite animals are scos. So I did want to
:25:49. > :25:53.work more with them. -- cows. It is so satisfying when you have a lame
:25:54. > :25:55.cow, you treat it and then it is not a lane any more. Job satisfaction is
:25:56. > :25:58.high with that. Their last job today
:25:59. > :26:00.is different again. Lionel Pascoe keeps South Devon beef
:26:01. > :26:03.cattle, near Leedstown and Claudius, his prize winning
:26:04. > :26:06.bull, requires neither routine nor He needs to look his best
:26:07. > :26:23.at the livestock show. His nails need to look fabulous. I'm
:26:24. > :26:29.correcting the way he walks and also, you will see in a minute, I'm
:26:30. > :26:34.making his digits in the same, so that when they come down, they would
:26:35. > :26:37.to get there. You will see the difference in a minute.
:26:38. > :26:45.trimming but for now Charlie insists she watch and learn,
:26:46. > :26:47.and practice on the Charalais cattle she and her husband
:26:48. > :26:55.Some of these share animals are very expensive and get into these
:26:56. > :27:01.shadows, Sir I would rather practice on my cows first before going on to
:27:02. > :27:12.anyone else's. Look at his feet, you can see how even they are. That is
:27:13. > :27:20.show trimming. Basically, it's cosmetic. I don't really do cosmetic
:27:21. > :27:25.but I like doing it to make them look nice. It is job satisfaction.
:27:26. > :27:40.Because I'm the age I am, I class hardware as having a pick and
:27:41. > :27:42.shovel. That is hard work. -- hard work. My son said this is hard work
:27:43. > :27:57.because I'm always tired. Next year, at some point, I should
:27:58. > :28:01.have my own van and I will go off on my and, and just take some of the
:28:02. > :28:02.work of Charlie. It will be brilliant.
:28:03. > :28:12.shotgun for the fastest foot trimmer in the west.
:28:13. > :28:17.And that's it from Inside Out tonight. We're taking a break next
:28:18. > :28:22.week because of the football but we'll be back in a fortnight where
:28:23. > :28:29.you can meet the old this trolling the Dorset sea bed. An animal so I
:28:30. > :28:34.like us, it's almost an alien. Eight arms, three hearts and, in my
:28:35. > :28:39.experience, a massive personality. You can tell she's interested but
:28:40. > :28:41.not at all worried. We'll have that and much more in a couple of weeks.
:28:42. > :29:07.I'll see you then. Hello, I'm Alex Bushill
:29:08. > :29:09.with your 90 second update. Drug abuse, violence
:29:10. > :29:11.and faulty alarms. Just some of the major
:29:12. > :29:12.security failings a BBC investigation has uncovered
:29:13. > :29:17.at a Northumberland prison.