Today the doors and windows did not arrive as expected.

The fireproof plasterboard is not on the adjoining wall.

The plumber decided to walk off site after a 4 hours saying that the job is far too complicated for what they want to charge and experience (with this firm) shows him that a) they won't pay him for all his time, and b) they won't pay him for the extra parts he's used.

"Fair enough" I said, and made him a cup of tea before he left. Nice bloke.

So, it seems that Pete's quote, described as by them "extortionate" wasn't that bad after all.. once accessed by a skilled trademan who's actually looked at the job.

All in all, it's looking really rather great up there. It's snug, warm, solid and extremely light. We're quite happy with how it's looking. Even smiling! :)

Plumber - I'm told the same guy is coming back on Friday. Frank told me the reason he didn't come back on Tuesday was 'because he thought he could do the job in a day. He couldn't because it's complex so it'll take him another day and he has other jobs during the week." Right. That doesn't exactly tie up with what the plumber told me (which was "I'm not coming back until they will guarantee in writing that they'll pay me for it").  From what the plumber also told me, he said 4 to 5 days... so he'll be finished about Tuesday / Wednesday then.

Plasterer - Frank advised they'll be back after the plumber has finished. When I asked when, he said "mid-week".. so that'd be Wednesday then? "So why can't they come on Monday if the plumber's finished by then?" :)   I then asked who was going to put the remaining plasterboard on (see the brickwork in the bathroom picture just above?). He told me the plasterers. Right, so one of the reasons the plumber had a problem was that the plasterboard wasn't on... but you want the plumber to finish, then the plasterers to come in and plasterboard around his work?  Doesn't sound right to me - some phone calls needed there.

Electrician - "next week sometime" Frank said. I love these sorts of estimates. I mean, it's not as if they expected that they needed an electrician...

Final fix bloke - banisters, doors, trims, etc..  Don't know about this as I forgot to ask!

Also, lots of rubbish on the scaffolding, lots of rubbish in the back yard and the skip's full. I called the skip company who are changing the skip today and I will be empting the back yard myself - one of those things where it's quicker to do it yourself rather than wait for them...

Installing the landing window they've broken 3 tiles - really broken them so that the tiles aren't there. I'd like that fixed before it rains again as the water's already staining the bathroom ceiling.

Adjusting the plan for the dates Frank's advised brings the final date out to 7 weeks. I'm of the opinion that they "3 - 4 weeks" stated at every sales time was just to get the customer to sign. Once in my house... what does it matter to them how long they take? Hmm...

Anyway - What happened today? NOTHING.  :(

No action today. Nothing. That's now 2 days.

I called PM  - when is the plumber coming back? "Friday.. I think". When's the second fix? "Don't know". When are the plasterers coming in? "Err.. next week, maybe". When's the electrician coming in "after the plasterers". I asked him why he didn't know when these teams were returning and he said it was 'difficult' because sometimes they had problems whilst doing the tasks and it delayed them. Well can I have SOME dates even if they slip? "Ummm, it'll all be next week"

You know - I get about as much sense from asking the questions to my cat than asking the project manager.... but at least the cat looks cute.
 

I was going to tape it up myself, but after a phone call wondered why I was letting them treat me like this. I telephoned Frank and told him to get an electrician here by the end of the day or I was getting a solicitor onto it.

Sure enough, within the hour, both him and an electrician was here (and later a man to clear up the rubbish I'd already cleared up..!).

Once he was here and we were talking he asked why Sarah and her guests went out to the garden, over the debris, inferring that one would have to be "mad" and asked if perhaps they were drunk. He seemed to miss the point that it was my house and it's not too much to ask for access to the back garden any time I want to... but I told him the answer, that she was wanted a cigarette and I wouldn't allow it in my house.

He told me how the project was on track as I told him he's slipping by 100% of the original time and there is far too much space of no work going on. He apologised.

I then asked him about holding in the fireproofing insulation with chickenwire (something the inspector had been insistent about). He knew about this, and said how it's insulation that is held in with chickenwire to keep it up should a fire bring the ceiling below down.. and that the building inspector had signed it off. "That's my understanding too", I replied.

So why, when the plumber has the floorboards up to put the rad heating in, is there no chickenwire holding the insulation in?  "Impossible" he told me. "Absolutely no way". Frank has a habit of giving reassurances without researching them first... I asked "shall we go and have a look?"...

The next few pictures speak for themselves.....

From this is would appear that areas the guys had taken pictures of (click) and shown the inspector the areas they did do.

Frank said "I need to make a private phone call" and then came back and told me (quote) "I am very sorry but the guys have pulled a fast one on us" and then told me all the floorboards need to come back up again.

Right, so I think we need to get the inspector back in and advise him these guys have been cutting corners. Corners regarding fireproofing and my safety? Hmmm...   what other corners could have been cut?

He did come up with an excuse for the builder team cutting corners on the insulation: "we're really busy at the moment and therefore it's not possible to guarantee quality teams".

I've already established that Frank is a waste of space, but if I did take what he said seriously I could translate it as:

          - a) you knew it would be below standard before you started, but
          - b) didn't tell me I would get a poor job, and
          - c) didn't discount it because it would be poor, not to mention
          - d) asking me if I wanted to wait for a good job

Busy day inside

The electrician and plumber working.

Whilst Frank was here I told him again that I was less than happy with the progress, or rather lack of it.

I explained that the main reason that we went with their company was the speed. The salesman told us 3 to 4 weeks and they could do this because they had their own specialist team - no subcontractors. He said this allowed them to ensure a team followed the one before without delay and as they knew how long all the teams took to do their bit so there was no waiting around.

However... all we had seen were subcontractors and the only people who work directly for the firm appear to be John the MD, the salesman and Frank the project manager.

The builder / fit crew is a subcontractor, the electrician (which took a while to find is a sub contractor), and the plumber is a sub contractor. I don't know about the second fix people or the plasterers, but that's not what was sold.

Frank's reply was "we do use sub contractors, but they are specialist teams and only work for us". Right, 'we don't use subcontractors' followed by 'we do use subcontractors'... can't see the problem there?

         Their website backs the "no subcontractor" line up quite clearly..

The payments agreed were:
        1. Deposit £2,000 - PAID
        2. Commencement £6,000 - PAID
        3. Floor level: £7,000 - PAID
        3. Dormer level: £7,000 - PAID
        4. Roofed in £7,000 - £4,000 PAID / £3,000 OUTSTANDING
        5. Second fix: £1,500 - NOT YET DUE
        6. Completion: £500 - NOT YET DUE

They asked for the roofed in payment last week, but as the roof wasn't finished (covered by a tarpaulin), windows and doors weren't in, they hadn't broken through and the stairs weren't in, I withheld saying that I didn't regard it has being "roofed in". When I came home on 27th March and this work had been done, I sent the majority through, of £4,000. I withheld the rest as I saw a lot of other work that there was little appetite to get done and wanted to keep ahead of the curve so I could employ my own should they not return / take too long (we're already 100% over what was agreed).

At this moment it's not looking too good and I'm getting suspicious. Their "3 to 4 weeks" hasn't happened and although they tell me there isn't much else there and it'll be done, I'm not comfortable.

In that call to Frank I advised I was not happy and was holding payment back. I would make some calls and come back to him. However, he should bear in mind that I don't want the original builders back, nor the electrician, who despite Frank assuring me that "absolutely categorically" nothing happened, the police were called.. so something did happen. Don't care about the details or assurances, I want someone else.

I spoke to the building inspector and told him about the fireproofing and how it would appear that the builders had 'pulled a fast one'. The building inspector was most annoyed by this and wanted to return to site to look at the rest of the work. I questioned whether he had actually seen the modified bearing plates spreading the load of the main steels and he said he had not, but taken the word of the builders. The inspector advised he would inspect these, the rest of the structure and the fireproofing assuming nothing. As the conversion had not reached the 'second fix' stage, he said there was no problem in requesting certain areas be uncovered. He would call Frank.

The electrician, called me direct (as instructed by Frank). He explained his side of the 'altercation' (that Frank said didn't happen!) with one of my neighbours on 16th March. From hearing his version of events, it did sound like my neighbour was being rather "unreasonable", and not only should the police not have been called, but it sounds like they would apportion a fair bit of blame on the neighbour. With him being a Jehovah Witness (really), his version of events sounded quite plausible. Happy to let that one go and him continue with the work. I asked him when he thought he would be returning. End of next week was the answer... Well, I don't like the date, but at least I have one!

I spoke to my solicitor and told him what was going on. He said that despite what the contract said, I was within my rights to withhold what was 'reasonable' for the outstanding work. Going through the numbers I thought that £3,000 might not be reasonable, but then again should the bearing plates be incorrect and some of the structure have to come down, it wasn't in my favour at all.

I called Frank back with a proposal to move this forward:

• Once the building inspector satisfies himself that the work so far has been done correctly (ie. once any amendments he requires have been carried out), I will transfer the remaining £3,000 on the same day.
• I provide (by email that evening) a snagging list of items so far (with the express statement that this is not a final snagging list) containing items that I have and some more that I haven't yet told him about
• He provides me, in writing, with a date by which each of those points will be addressed, and the outstanding work on the conversion

He agreed that was a reasonable approach and happy to proceed on that basis. He also confirmed the building inspector had called him, they would uncover areas of the structure he had asked and would then attend site.

Apart from that - no work was done today

Today I've had the same radio silence as I did yesterday. I tried calling him, but it wasn't answered. I left a message, but no reply (yet?).

I did put into writing the snagging list so far and sent that through:

As discussed on the telephone, here is a list of items that I believe are outstanding at this stage and would like addressed. This is not a complete list as the second fix has not been started but by confirming my snagging list so far we can ensure expectations are aligned.

Rubbish
There is a significant amount of rubbish at the top of the scaffolding that needs removing There is some rubbish on the roof of the dormer Old tiles are stacked on top of the chimney
 

Roof
There are some broken (and some missing) tiles: - on the front of the roof - on the dormer rear - on the rear house roof where some someone has stood installing the stairway window. (Here there is a cluster of broken tiles that lets rain in, and has stained the room below (bathroom)) - on the rear house roof where the scaffolding has pushed against the tile The lead flashing between the dormer roof and the chimney is not weatherproof due to a gap, although it appears work here is complete. The soffit/fascia is not complete on the left and right side of the dormer The dormer guttering is not complete The house guttering under the dormer has debris in The rear house roof's guttering has cigarette butts in
 

Floorboards
Although some of the floorboards have been replaced since my last comment, there are still floorboards that flex too much where they have been cut in a position away from a joist.
 

Plasterboard
I have had the preparation work inspected and have the following comments:

The plasterboard at the top of the stairwell has only been fixed on one side and in the middle resulting in a significant amount of flex. No noggins exist under this to secure it correctly. Should one plaster on a board that is not correctly secured, it will later flex and crack. Please secure the boards correctly before plastering.

The angled plasterboard between the stairwell and the (old) ceiling is only secured at the bottom, resulting in a great deal of flex. Please see above comment. Plasterboard must be fixed securely before plastering. Please note there are no noggins or obvious place to secure it at present.

The timber remaining around the old loft hatch should be removed before plastering as plaster placed over this will crack as the timber expands and contracts between seasons.

The new ceiling line implied by the plasterboard is unacceptable. There are too many angles and levels, and it looks very unprofessional. I would expect the new ceiling line to either follow the line of the current ceiling or to follow the outline of the bottom the new landing.

No plasterboard has been placed on the underneath of the majority of the new staircase. Will this be done by the second fix team?

Stairs
The stairs are not flush against the wall as they are butted against a skirting board at the bottom. The installers advised that the plasterer would be able to cover this, however my plasterer who inspected the preparation work advised me that this is most unusual and not what plasterers should do. I require the stairs to be butted flat and true against the wall and not to have this gap (a result of saving a few minutes of removing the board) to be filled in.

Bathroom
The extractor/vent has not yet been fitted. Will this be done by the second fix team?

Two of the shower jets are not in the position marked along the wall. Please can they be moved up to the line (5 minutes work - will involve 4 new holes to be drilled).

Other
Plasterer - please can we have a date when they will start and expected duration

Electrician - Is this a dependency on the plasterer? Please can we have a start date and expected duration

Second fix - Please confirm if this is a dependency on the plasterer, and / or electrician. Please can we have a start date and expected duration.

Building inspection certificate - Will you be arranging this once the second fix is complete. Could you supply an approximate date please?

Scaffolding - Previously I was advised that this comes down as a last item, once the sign off has been achieved and no further outside work is required. Please can you confirm.

In addition, could you please confirm what date you expect the work will be done to uncover the bearing plates and fireproofing for the building control inspector's visit?

Regards

I'll give him until the end of tomorrow to respond to this (and advise of the building inspector inspection points), then I think I'll contact my solicitor again. This time wasted of doing nothing and no updates is not funny.

Anyway, what happened to John and his "I'll deal with it from here on" line?  Must ask about that.. oh, and go on an assertiveness course!

I got an emailed reply saying that Frank and John would like a meeting with me on Tuesday 10th April to discuss my letter. I called him (Frank) back and said that I didn't see the point of taking further time off work for a meeting to discuss what's outstanding. As they aren't disputing any of the list of outstanding items I detailed, I want them to just get on and do it.

I pointed out again my frustration with the lack of action and agreed a new deadline by which all works must be completed. Should this be breached I will get my own people to do it and adjust the balance accordingly.

That deadline was 2 weeks away, of Friday 20th April. This was chosen as it was more than enough time to complete the outstanding work, and would then be 8 weeks since the start - double the stated timescale when I agreed to go ahead with this work. Frank agreed that that was a fair and reasonable time and I told him I would be confirming the conversation in writing, which I did:

Even though the builders didn't come, I decided to put the inside unit of the air con up today. No problem as Pete had already prepared the hole. Unfortunately reading the instructions meant the unit needed more space at its top than I had estimated, so the hole was too high. The other issue was that the unit I bought didn't have the easy coupling with flexible tubes. Instead it had copper pipes (that don't want to bend) and manual connections.

Manhandling the pipes through the hole was tricky but we're sure we did it without kinking them. Connecting it up to the outside unit was a step-by-step process, but with the detailed instructions, was ok. Firing up the unit and running through the test cycle, all was ok.

Nice

Nothing from the company, but the air con stopped working though. The code "E4" meant it was low on gas. The company that sold it got a techie bloke to call me. He said without question I would have kinked the pipes.. therefore not under warranty. Okaaay, so I'll pay, when can you come and fix it? Not for 2 weeks. Ouch! Any other air con companies that'll look at it? Not really, it seems they shy away if it's been a DIY install.

Ah. Problem. And it's inaccessible without scaffolding, that'll probably be down before I can get an engineer in.

Ummm....

After saying that I wasn't prepared to take further time off work for a meeting with no agenda (ie. there were no disputed items), John (with the 2 builders in tow) turned up at a time they knew I would be in. Actually I was in the shower at the time and I found it quite an invasion of privacy. Had they asked to come round at that time I would have either been prepared or have requested they come round later. Before I knew what was happening / could object / could state my displeasure, they were past my g/f and upstairs.

By the time I had dried and got some clothes on John had had a good look round and seemed to have prepared an angle of attack. "I know you didn't want to meet with me today and know you have to get to work, but if I could have a word" he started, oblivious to the fact he'd already showed little regard to "customer satisfaction" he keeps on about by turning up at such a time unannounced.

"Right, I've had a look and if you want me to tell the boys to take the floorboards up then I will, but that's £400 of floorboards that'll be ruined and I'll have to charge". The look on my face was one of surprise as the taxi turned up beeping it's horn.

"You see the boys tell me they have done it and they inspector's signed it off, so we've done everything correctly and shouldn't be out of pocket, but if you want me to ruin £400 of floorboards, then I will".

Taxi beeping again. G/f nagging to go (it was her birthday and we were intending to have a nice breakfast in town before the day started).

B*llox! This is clearly going to be a problem - he's squirming, has got me in a rush and I need to take time to deal with it. My g/f got in the cab as I remembered to stay calm and ensure my reply sticks to just the facts.... namely:

• Your Project Manager has said that the insulation is not in there and this is an unfinished piece of work
• The area which it seems they haven't done is only about 50% of the area, not the whole lot
• You don't need to lift all the floorboards, only one per joist run as this will allow you to look under and along
• You don't even need to lift one floorboard per run, only cut a whole in it
• The floorboards have many similar holes cut in it where either the inspector has asked to see after it's been fixed down or the plumber has cut them to lay pipes, after it's been laid down. Clearly this is normal to your builders / plumber so another few holes is not going to make any difference.
• Those floorboards do not cost £400
• Since telling the inspector of this, he has un-signed off the insulation
• Your problem

He saw my point, said "I want you to be happy, so I'll lift them" and we went up to where he got the guys to cut a hole.

This revealed that there was some insulation in, held up with chicken wire. The builder gave me a look of "see, we haven't done anything wrong" and to that I pointed out that I had spotted something that hadn't looked right, posed the question to the Project Manager who looked then said (quote) "yep, they've pulled a fast one". John replied with the standard answer, "he's new so that's okay" and I asked to then take up the floor in the bathroom. The reply to that was "we haven't done the bathroom yet, or the area to the radiators because the plumber asked us not to until he'd laid his pipes", and they'll be done by second fix".

I then went through some of the remaining items with John. The plasterboard : "Oh it's not yet finished". The awful ceiling line : "Don't you want it like that?". The rubbish : "we can get that removed". The tiling : "Will be dealt with". The soffits / guttering : "will be done". When will the remaining tradesmen be here : "Plasterer Tues/Wed, Electrician 4 days after. Final fix after that". I asked what he thought of my 2 week deadline and his reply "Not a problem".

I thought he was quite the salesman, giving off an air of professionalism, confidence, "nothing's a problem" attitude and that my concerns have been unfounded. I can see how he's built up such a successful company! He might be right, that I have been overly concerned and they've done a good job.... or he might be dodgy, be doing a substandard job and telling me it's ok; but speaking to him I come away with the feeling it's the former, whilst at the back of my head suspicious it could be the latter. The "£400 extra if you want the floorboards to come up" rings a big bell for me.

Anyway, after speaking to my solicitor before about the legalities behind withholding payment, it's a "fair & reasonable" approach and I can only really withhold for how much it would cost to do the items that are outstanding, so I figured I couldn't really justify holding onto this £3k (of the last £7k payment due) if I have no evidence that something's not done.. I sent it through on a same day transfer and called John to tell him.

When I came home at the end of the day, the rubbish on the top of the scaffolding was in the skip (now full) and they had swept inside the loft floorboards.

Right then, so they left pretty much straight after me.....  All rather a pointless episode really.

Well, when I say nothing, someone came and took the skip away (oh, and moved my g/f's car (just by a few metres, probably to get it out of the way of the skip, which I said they could do if need be) - to me this means someone with the keys was in the house... so they didn't just call the skip company to remove it. They were in the house and didn't do anything... well, that I could see.)

I thought the plasterer was going to be in today? I couldn't be arsed to call anyone to find out. They're clearly poor at scheduling their contractors and I would expect them to give me more reassurances which are not met.

I've set a deadline, which they've agreed and I'm going to stick to it.

The other reason I'm backing off on the chasing is I'm on holiday for 2 weeks from today...

I haven't told them as I suspect they will back off more, but I also figure they don't need to know. Pete (the local builder) is back from his holiday tomorrow and has enough work to be in pretty much every day so will keep an eye out.

The thought of having it finished when I get back is superb. Well, when I say finished, that's my contract with that company finished. I still have the decorating and air conditioning stuff to sort.