:00:07. > :00:12.Hello and welcome to inside out. This week, we have come to be Black
:00:12. > :00:16.Country Living Museum, which celebrates the first and will stop
:00:16. > :00:21.here, we are surrounded by life in the 1800. Tonight, will we have a
:00:21. > :00:28.special programme focusing on a major issue of the 21st century.
:00:28. > :00:33.Who cares for an ageing population? He is looking after mum and that?
:00:33. > :00:38.Are the elderly safe in their own homes when the carers called? 23 of
:00:38. > :00:45.the carers working there had criminal records for offences
:00:45. > :00:52.including theft or assault. Also on show, who will care for you
:00:53. > :00:56.when you're living longer? There is less money, so how will it add up?
:00:56. > :01:01.There are cuts to public services and the politicians simply cannot
:01:01. > :01:06.agree where to find the money. And in our final story, the painful
:01:06. > :01:10.journey for the doctor who gave up work to look after her dad. A try
:01:10. > :01:15.that bit. If you don't like it, you do not have to have it. If you have
:01:15. > :01:25.it, you can have some cake. Are you going to have some?
:01:25. > :01:35.
:01:35. > :01:38.That's all coming up on tonight's Over the summer, the inside out
:01:38. > :01:43.team has been working on an investigation about home care and
:01:43. > :01:47.we have been shocked by what we have uncovered. More than 500
:01:47. > :01:51.allegations of abuse against home carers in the West Midlands over
:01:51. > :01:55.the last year alone. We have also discovered that dozens of convicted
:01:55. > :02:02.criminals have been working as carers. I followed one man's
:02:02. > :02:07.journey to find out who was looking after his elderly mum.
:02:07. > :02:13.Peter Taylor is about to discover the truth about his mother's debt.
:02:13. > :02:17.I just want justice. For my mother and all the old people who have not
:02:17. > :02:21.got someone to look after them. Dorothy Taylor died less than two
:02:21. > :02:27.weeks after social services took charge of her care. But her son
:02:27. > :02:34.blames himself. I was my mother's main carer. When we got the care
:02:34. > :02:38.package set up by the council, I thought it would give clear break.
:02:38. > :02:43.I didn't go over there, because I thought she was safe in care. I
:02:43. > :02:48.blame myself for that. But the coroner's court revealed that care
:02:48. > :02:52.workers could not have saved Dorothy Taylor's life, even if they
:02:52. > :02:58.had done their job properly. But it is made clear she was left to fend
:02:58. > :03:02.for herself for two days because carers simply didn't turn up.
:03:02. > :03:08.are a lot of Dorothy Taylors out there who do not have families like
:03:08. > :03:14.us. They just rely on the care people to the gaffer them.
:03:14. > :03:17.Obviously, they're not being cared for. Now, Peter is determined to
:03:17. > :03:27.find out why the care industry failed his mother. And whether he
:03:27. > :03:28.
:03:28. > :03:33.should have done more to protect I am on my way to meet Peter to see
:03:33. > :03:38.if we can help and uncover the truth. You contacted social
:03:38. > :03:42.services for some help with your mother. What did you need?
:03:42. > :03:49.Some help looking after her. Somebody to go in and make sure she
:03:49. > :03:55.is OK, make her a cup of tea, give her some food. Helper with the
:03:55. > :04:00.toilet. Just to give me a break because I was doing it three or
:04:00. > :04:05.four times a day. Home care for all disabled people is almost entirely
:04:05. > :04:09.provided by the private sector and with growing demand, it is now a
:04:09. > :04:12.multi-million-pound industry. There are around 1,400 home care
:04:13. > :04:19.providers in the Midlands. 50 are used by Birmingham City Council,
:04:19. > :04:24.which chose Care 4U to look after Peter's mother. How much did you
:04:24. > :04:30.know about the care provider? the time, nothing. I had never
:04:30. > :04:36.heard of them. I just assumed because the council were providing
:04:36. > :04:41.that care, but that the council double checks. But had they? And
:04:41. > :04:46.what do we know about Care 4U? It is run by this man, he is an
:04:46. > :04:52.electrician by trade. Now, he is running the family business, which
:04:52. > :04:55.looks after 70 it elderly people on behalf of social services. 8
:04:55. > :05:01.Freedom of Information reveals Birmingham City Council paid the
:05:01. > :05:05.company more than �800,000 last year. So, is it any good? It turns
:05:05. > :05:10.out the industry regulator did an inspection just six weeks after
:05:10. > :05:17.Dorothy Taylor's death. The company failed to meet all seven basic
:05:17. > :05:21.standards. Inspectors spotted something else. 22 care workers had
:05:21. > :05:24.criminal records for offences including theft and assault. It
:05:24. > :05:29.also appeared that other carers had not had their records check that
:05:29. > :05:33.all. When the inspectors returned six months later, convicted
:05:33. > :05:37.criminals were still working unsupervised in the homes of some
:05:37. > :05:42.of the city's most vulnerable people. I should Peter what we
:05:42. > :05:45.found. Many of the care workers working
:05:45. > :05:54.there had criminal records for offences including theft and
:05:54. > :05:59.assault. Theft and assault? Yes. Aren't they checked? It also
:05:59. > :06:05.appeared that other carers had not have the records checks at all.
:06:05. > :06:08.Unbelievable. And their judgment says quite clearly that the
:06:08. > :06:17.registered provider was failing to safeguard people from abuse and
:06:17. > :06:21.potential risks. And these are carers. We have also tracked down
:06:21. > :06:28.someone who used to work for the company as a carer. Michelle Kelly
:06:28. > :06:33.won a tribunal for her wrongful dismissal. In Peter's mother's case,
:06:34. > :06:39.Keira did not turn up for days. Does that surprise you? Not from
:06:39. > :06:46.this agency at all. Why? Because the concerns that I raised for
:06:46. > :06:48.those kind of things. Staffs were Updating the pit to say they had
:06:48. > :06:54.done certain things and that wasn't the case. Sometimes, they would not
:06:54. > :06:57.even update that at all. You had no idea of what kind of care was
:06:57. > :07:02.provided, whether or not someone had eaten and that was one
:07:02. > :07:06.particular thing that I have raised that I never have response to.
:07:06. > :07:12.And Michelle says staffs were not properly vetted, even after
:07:12. > :07:14.allegations were made against them. There were specific complaints from
:07:14. > :07:19.service users that had reported things and nothing had been done
:07:19. > :07:25.with regards to that. Carers had not been removed from those
:07:25. > :07:30.properties. Is it good enough? No, it is not. So what does Peter make
:07:31. > :07:37.of what he has heard? I just feel more guilty now. I but I mother in
:07:37. > :07:42.a dangerous situation.-I put my mother. The people there that cared
:07:42. > :07:46.for her failed to meet the minimum requirements. So how come social
:07:46. > :07:51.services continue to be a Care 4U to look after elderly people, and
:07:51. > :07:54.is the company still putting people at risk? No one from Care 4U,
:07:55. > :08:00.social services or the Care Quality Commission could take part in this
:08:00. > :08:05.programme. Instead, they give us written statements. Care 4U blames
:08:05. > :08:10.a previous member of staff for its problems. It says it has made
:08:10. > :08:14.significant changes, hired new staff and learned valuable lessons.
:08:14. > :08:18.Birmingham City Council and the Care Quality Commission told us
:08:18. > :08:22.they launched a joint investigation following Dorothy Taylor's death
:08:22. > :08:27.and carried out a series of inspections. In January, they found
:08:27. > :08:36.the company still was not doing the required checks, but were satisfied
:08:36. > :08:40.. They continue to monitor its progress. But his care for you an
:08:40. > :08:43.isolated case? While it is difficult to say, because
:08:43. > :08:47.surprisingly, up 40% of home care providers have not been inspected
:08:47. > :08:53.by the current regulator. The Care Quality Commission plans to get
:08:53. > :08:58.round to the Mall by next April. Even so, it has found a number of
:08:58. > :09:02.companies across the Midlands failing to vet staff. Inspectors
:09:02. > :09:07.found 13 companies were putting carers to work in people's homes
:09:07. > :09:11.before carrying out their background checks. Andy eight for
:09:12. > :09:18.not checking for previous convictions at all. All companies
:09:18. > :09:21.continue to operate. So, should we really be worried? Are Freedom of
:09:21. > :09:26.Information request also revealed that last year, there were more
:09:26. > :09:32.than 500 allegations of abuse made against Homecare staff end of the
:09:32. > :09:35.West Midlands. And here is a selection. Many described neglect,
:09:35. > :09:39.thefts and errors handing out medication, some leading to
:09:39. > :09:44.hospital admissions. Not all could be substantiated, but among those
:09:44. > :09:48.that were, a carer who knocked a man down to the ground and then
:09:48. > :09:52.tried to knock his bedroom door down. Another carer knocked a
:09:52. > :09:59.vulnerable person out in the garden and another put a plastic bag over
:09:59. > :10:03.a care and use a's head. This care worker in Birmingham, who had a
:10:03. > :10:09.previous conviction for theft, was caught on camera trying to get into
:10:09. > :10:16.a safe at the bottom of a wardrobe. It belongs to Trevor Thomas, who is
:10:16. > :10:21.severely disabled. Michelle let us down and let her profession down as
:10:21. > :10:26.well. I did give her a second chance and she manipulated us all.
:10:26. > :10:31.It breaks your heart then when you actually see and know there are
:10:31. > :10:36.things going on in your family's home that you're not happy with.
:10:36. > :10:40.So how can we better protect people? The coroner who looked into
:10:40. > :10:44.the death of Peter Taylor's mother believes there simply has to be
:10:45. > :10:48.greater monitoring. I do not believe that there is any
:10:48. > :10:53.organisation or Government department to actually go round
:10:53. > :10:57.Birmingham at this moment and check that a carer who is supposed to be
:10:57. > :11:04.going in to see Mrs Jones twice a day is actually doing it. I don't
:11:04. > :11:09.think the Government could ever afford to pay for the type of so
:11:09. > :11:13.provision that is necessary. But it could be done. Easily. By a
:11:13. > :11:19.voluntary organisation, such as the independent monitoring board.
:11:19. > :11:23.So, does the care industry except it needs to change? To find out, I
:11:23. > :11:29.brought Peter Taylor to London to the offices of the organisation
:11:29. > :11:36.that represents the home care industry. Hopefully, we will get
:11:36. > :11:39.some answers today. Last year, hundreds of people in the Midlands
:11:39. > :11:42.alleged that their carers had either abuse them more neglected
:11:43. > :11:46.them. Can you honestly tell me that you think the system as it is is
:11:46. > :11:54.working? Is you're telling me that there are
:11:54. > :11:57.100 or more people... Hundreds. Hundreds. OK. Well, obviously, I
:11:57. > :12:01.haven't seen the facts, but if you're telling me that is the case,
:12:01. > :12:07.it seems there is a problem. Choosing a care provider is little
:12:07. > :12:11.more than sticking a pin in a list. Absolutely not. It shouldn't be.
:12:11. > :12:14.Hide you know you're going to get proper care, because it seems that
:12:14. > :12:17.just going on the Care Quality Commission approved list is no
:12:17. > :12:21.guarantee of professional care. think we should put this in the
:12:21. > :12:23.context that most home care is very high quality and most people
:12:23. > :12:27.receiving Homecare are satisfied with the care they receive, so why
:12:27. > :12:31.would not want to go country to overboard and say everything is
:12:31. > :12:36.rubbish. But obviously, we're worried about any instance where it
:12:36. > :12:41.is not going right. We need a fundamental review of social care.
:12:41. > :12:45.It has to be led by the Government. It has to be properly funded. There
:12:45. > :12:49.are a lot of people in the sector working very hard trying to get it
:12:49. > :12:59.right and there is still a lot of very good care. But there are also
:12:59. > :13:03.
:13:03. > :13:12.some shortcomings, which are Are you glad you now know the
:13:12. > :13:21.truth? Oh, yes. Before, if it was an isolated case, no one noticed.
:13:21. > :13:31.If you would like more information about caring for an elderly
:13:31. > :13:36.
:13:36. > :13:39.Her over next 20 years, the number of over 70s in the UK is expected
:13:39. > :13:43.to jump to more than 10 million and all this at a time when councils
:13:43. > :13:48.are having to face up to a big squeeze on their budgets. What can
:13:48. > :13:58.be done when the sums don't appear to add up? The BBC's Home Editor
:13:58. > :14:00.
:14:01. > :14:05.By wonder what it is like to be 80. If I lived that long, who is going
:14:05. > :14:12.to be there to care for me when I cannot manage? And he was going to
:14:12. > :14:17.pay the bill? None of us can know how much it will cost and you can
:14:17. > :14:20.spend almost everything before the state stepped in. I'm in York
:14:20. > :14:26.because in the City, some of the elderly have clubbed together to
:14:26. > :14:32.share the risk. Do it is a simple idea. Before you get too decrepit,
:14:32. > :14:35.you can't apply to live out your days at this community, run by the
:14:35. > :14:40.Joseph Rowntree Foundation, where residents know that if or when they
:14:40. > :14:45.need nursing care, it is available on site at no extra charge. It's
:14:45. > :14:51.not easy to get him though, you have to pass a medical, and one of
:14:51. > :14:57.the Leasehold bungalows needs to be vacant. It pays to apply early. I'm
:14:57. > :15:02.53 and you made the decision to come here at 61. It was quite easy
:15:02. > :15:06.for us. We came here because my parents had died and suddenly, we
:15:06. > :15:13.were the oldest people in our family. We came here and suddenly,
:15:13. > :15:18.we were the youngest. There were people 40 years older than me.
:15:18. > :15:23.place offers peace of mind to those who can afford it. Residents pay
:15:23. > :15:26.into a communal pot, something like �170 a month for a 16 year-old, but
:15:26. > :15:29.more if you join later. In return, they can be confident whatever
:15:29. > :15:35.happens to them, they will not get clobbered with care fees they
:15:35. > :15:38.cannot afford. You are paying for care insurance. You are paying the
:15:38. > :15:41.same sum year on year which covers your care, however much you need.
:15:41. > :15:45.When you're fit, you are paying over the odds. When you need the
:15:45. > :15:50.care, you don't pay a penny more. All those worries that have but he
:15:50. > :15:56.has about what happens, you've answered them. We know where our
:15:56. > :16:06.care will take place. To me, that is great. We can get on with living
:16:06. > :16:07.
:16:07. > :16:11.It seems to me that this place is a local solution to what many people
:16:11. > :16:16.argue should be a national state responsibility, paying for the care
:16:16. > :16:19.of our elderly. But the plain fact is that at a time of cuts to public
:16:19. > :16:24.services, the politician's right now cannot agree on whether we're
:16:24. > :16:28.going to find the money. The issue just keeps getting kicked into the
:16:28. > :16:32.long grass. The truth is that despite the recession, Britain is
:16:32. > :16:36.still many times richer in real terms than it was when today's
:16:36. > :16:40.pensioners were born. We can afford to look after them but in
:16:40. > :16:44.Westminster, seasoned politicians would have that priorities lie
:16:44. > :16:48.elsewhere. Is it just too ridiculous to imagine that the
:16:48. > :16:53.answer to this is to put taxes up to me can pay to look after our old
:16:53. > :16:57.be? It isn't ridiculous to suggest that we should use the tax system
:16:57. > :17:00.progressively, to look after and care for people in old age. It's
:17:00. > :17:05.ridiculous politically because nobody would touch with a bargepole.
:17:05. > :17:09.A why not? Because people are scared of arguing about how and
:17:09. > :17:17.spend. They are scared of the consequences at the moment, of the
:17:17. > :17:20.economic impact in terms of further depression of our economy. So, with
:17:20. > :17:24.taxpayers apparently unable or unwilling to pay for the increasing
:17:24. > :17:29.care demands of the elderly, the search is on for ways to provide
:17:29. > :17:33.health without the need for large amounts of public money. I've come
:17:33. > :17:37.to Wickford in Essex to see one of the country's hundred or so home
:17:37. > :17:43.shares in action, an idea all very popular on the Continent.
:17:43. > :17:48.husband died in 2002. I've had run a tab of writers for 20 years.
:17:48. > :17:58.Gradually, I found I was getting worse. -- I've had run a tab of
:17:58. > :18:06.
:18:06. > :18:12.writers for 20 years. The I By the 80 year-old I am a was
:18:13. > :18:16.matched at 45 year-old Graham, an NHS worker. It will come to me.
:18:16. > :18:20.Liberace. For the last two years, they have
:18:20. > :18:25.lived alongside each other. The deal is that he lives rent-free in
:18:25. > :18:29.return for spending around 10 hours a week helping out. You see the
:18:29. > :18:34.advert and it says this is not going to be a flat share with
:18:34. > :18:39.another NHS worker. This is going to be living with an older person.
:18:39. > :18:43.Taking care of the chickens, doing shopping, mowing the lawn, a few
:18:43. > :18:47.repairs and bits and bobs, a bit of company. It allowed you to stay in
:18:47. > :18:54.your own home. Well, exactly. I desperately wanted to stay here. I
:18:54. > :18:57.love my house. I intend to be carried out in my coffin. You don't
:18:57. > :19:06.have free board and lodging in return for chores kind of
:19:06. > :19:10.relationship. He'd become friends. It is so nice when you see
:19:10. > :19:15.something that clearly works as well as that does. It's not for
:19:15. > :19:19.everybody. Clearly, the older people need to have a spare room
:19:19. > :19:23.and they cannot be too severely ill, and also the characters have to be
:19:24. > :19:30.right to get that kind of special relationship. So, it is an answer
:19:30. > :19:33.but it is not the answer. We need an imaginative, holistic and so
:19:33. > :19:38.that immobilisers and supports families with Charon, gets the
:19:38. > :19:46.community involved, gets younger and older people as part of the
:19:46. > :19:51.solution. And over on the Isle of Wight, there is a unique social
:19:51. > :19:55.experiment being piloted their aims to do just that. It is called care
:19:55. > :19:59.for care, and the idea is simple, for every hour of voluntary care
:19:59. > :20:04.that people put in for their elderly neighbours, they build up
:20:04. > :20:11.an hour's worth of care credit that they can keep in a time Bank and
:20:11. > :20:15.used for their own care later in life. One of the youngest of the
:20:15. > :20:22.150 or so members have signed up for the scheme is 36 year-old Lewis,
:20:22. > :20:32.who's been helping out 87 year-old Pole. I've been coming to see poll
:20:32. > :20:35.for six months. -- Pearl. But I have many as bank and I hope I can
:20:35. > :20:41.use it when I need it. It can encourage you so much to actually
:20:41. > :20:46.get out there and do something. thing is, my fingers, the top joint
:20:46. > :20:51.doesn't go over so therefore, I cannot pick up things properly. I
:20:51. > :20:58.spend quite a lot of time talking to him and he talks to me but that
:20:58. > :21:03.is a big help to me because of people don't come. This company is
:21:03. > :21:07.the brainchild of this professor, who hopes it will pay it -- play a
:21:07. > :21:13.key part in solving the care crisis. I hope over the next three years or
:21:13. > :21:19.so, we will build it into quite a large national scheme. I hope there
:21:19. > :21:24.might be 1 million members. The problem is, the next generation is
:21:24. > :21:31.sufficiently keen to ensure safety in their own age to infest the
:21:31. > :21:35.hours which will buy from their care pension. In Westminster, the
:21:35. > :21:40.talk is all about cuts and its turreted, not spending billions
:21:40. > :21:44.more caring for our elderly. So the responsibility falls on wider
:21:44. > :21:50.society, on communities and neighbourhoods, on families, to
:21:50. > :22:00.fill that gap and help all of us feel more confident about the
:22:00. > :22:02.
:22:02. > :22:05.The while politicians wrestle with the future of social care, families
:22:06. > :22:10.across the West Midlands are more concerned with the here and now.
:22:10. > :22:13.Ford has the -- for Debbie Osborne, that has meant giving up her job to
:22:13. > :22:19.care for her father who has to mention. It's been a really
:22:19. > :22:22.difficult journey. -- who has dementia.
:22:22. > :22:29.It is 8am and Roger Mumford is being dressed by his daughter,
:22:29. > :22:33.Debbie. Shall we clean our teeth? We've met before, in Worcestershire.
:22:33. > :22:39.Roger was diagnosed with dementia three years ago. His condition is
:22:39. > :22:48.deteriorating rapidly. He is quite agitated this morning. He's got up
:22:48. > :22:52.and he is quite cross. A sometimes you can wash him from top to bottom
:22:52. > :22:55.and other days you cannot. The days are hard and long. With forgers
:22:55. > :23:02.care becoming more demanding, Debbie decided to give up work to
:23:02. > :23:09.help her mother, Carol, look after him. It is difficult to have to do
:23:09. > :23:19.this every day. Up at 6:30am every day and the day starts. 47 years
:23:19. > :23:24.we've been married. We've been together 50 years. It hasn't been
:23:24. > :23:31.too bad, has it? A low, not too bad. Despite the 40 years of marriage,
:23:31. > :23:41.Carol is a stranger to Roger. is my name? Your name? I don't know
:23:41. > :23:54.
:23:54. > :23:59.what that is. You don't? It makes A wodges dementia has become so bad
:23:59. > :24:03.that he no longer recognises any of his family. -- Roger. Debbie still
:24:03. > :24:07.has fond memories of the father she once knew. He was great fun and a
:24:07. > :24:12.great dad when we were growing up. We were very close. He was very
:24:12. > :24:22.athletic, very sociable. He was very busy building the house. He
:24:22. > :24:24.
:24:24. > :24:27.was a very active man. Well, there you go then. That was you. It is
:24:27. > :24:31.mid-morning and Roger is pacing. He's making it hard for Debbie and
:24:31. > :24:41.Carol to do the simplest of tasks. By lunchtime, the house can turn
:24:41. > :24:43.
:24:43. > :24:49.into a battleground. Shall we have dinner now? You haven't had any yet.
:24:49. > :24:55.Try one mouthful. Come over here. See whether you like it. I will
:24:55. > :24:58.give you a bit. The that's up to you. Some days, he will not have
:24:58. > :25:03.his lunch and he takes a lot of persuasion. Sometimes, it can get
:25:03. > :25:08.thrown at us, depending on how he is feeling. Sometimes he says it is
:25:08. > :25:16.disgusting and sometimes he says he will only eat some of it. If you
:25:16. > :25:23.don't like it, you don't have to have it. Wigan have some? -- are
:25:23. > :25:27.you going to have some? If we were to sit down with him, he would go
:25:27. > :25:31.mad. We are not allowed to me to dinner with him. When we sit down
:25:32. > :25:39.at night, he can take our food away from us. Even if we ignore him, he
:25:39. > :25:46.will really -- he will talk closely in our faces and say he hates this.
:25:46. > :25:51.Eating is a real issue. Today was a good day. Roger has done well. An
:25:51. > :25:58.empty plate is a welcome change. That's it, all gone. You've eaten
:25:58. > :26:02.all of it. Very good. I'll take that out and we can have cake after.
:26:02. > :26:08.It is a long afternoon looking after Roger and he needs constant
:26:08. > :26:18.supervision. It's incredible how they can keep going hour after hour,
:26:18. > :26:18.
:26:18. > :26:22.and not stopping at all. A see you later. My mum and I both hold our
:26:22. > :26:30.hands up and we say BK is getting beyond what we are trained to do.
:26:30. > :26:39.I'm not a trained nurse. We do our best. Dad would be happy cared-for
:26:39. > :26:44.but anybody, as long as his needs are met. That one. A push. There
:26:44. > :26:50.you go. Debbie has always said he would never send her dad to a care
:26:50. > :26:53.home but now, every day is more of a struggle. For all the well in the
:26:54. > :27:00.world, that's not my dad. He looks like my dad but the manner that was
:27:00. > :27:10.my dad isn't there.'s -- a demand that was my dad isn't there.
:27:10. > :27:14.Everyone is exhausted before bed. At I cannot cope and I don't want a
:27:14. > :27:21.baby to spend all her life doing it. She has got her daughter and her
:27:21. > :27:25.life to lead. After three years of taking care of Roger, the family
:27:25. > :27:29.have made a decision and they are looking for a home to look after
:27:29. > :27:35.him full-time. By Christmas, we hopefully will have looked at
:27:35. > :27:40.several homes and found somewhere that think suits dad and us, and
:27:40. > :27:47.that we can see him have thing as his home for the rest of his life.
:27:47. > :27:53.It's his last home. We will be happy with it as well. A we've made
:27:53. > :27:57.a decision together that's right. Nothing will ever bring dad back.
:27:57. > :28:00.We miss him every day. We would love to sit down and have a
:28:00. > :28:10.conversation with them, just to see him for 10 minutes, but it's not
:28:10. > :28:10.
:28:10. > :28:13.going to happen. Goodnight. Thank you.
:28:13. > :28:20.There is more information about caring for the elderly on our
:28:20. > :28:30.website. Finance it for tonight but if you've got a story you would
:28:30. > :28:31.
:28:31. > :28:35.like to tell us about, drop me an On Inside Out next week: other
:28:35. > :28:41.victims paying thousands for the UK these is that never arrived.
:28:41. > :28:47.cannot explain how devastating this was. I wanted to crawl under my