Mounting Concerns and Unfinished Work

As time passed, the focus of communication shifted almost entirely to further payments. Updates about progress were limited, and the promised eight‑week schedule quickly slipped away. Despite the large sums paid, much of the work remained incomplete, and some areas now require further repair to make them safe and usable.

The homeowners have been left with:

• Significant financial loss
• Incomplete and disrupted living spaces
• Additional costs to correct or finish the work
• Ongoing stress and uncertainty

What should have been a positive home improvement has instead become a source of hardship and emotional strain.

From the beginning of November, the pattern became increasingly worrying:

• 1 November 2022: Woolner informed the homeowners he was at the hospital with his son and that another worker would attend to install radiators.
• 7 November 2022: He stated that several workers would be on-site to install the roof and begin drainage work, followed immediately by a request for that week’s £4,000 payment.
• 14 November 2022: Woolner claimed building control would be visiting and that multiple tasks were underway, again ending the message with a request for another £4,000.
• 21 November 2022: The homeowners were told that workers would update them on the week’s plans, followed by yet another request for £4,000.
• 28 November 2022: Woolner reported no change since the previous Friday but still requested the next £4,000 payment.

Despite these repeated payments, the homeowners saw little evidence of meaningful progress. The updates were vague, and the work described did not match the pace or scale of the money being requested.

Emerging Signs of Poor Workmanship

On 28 November, the homeowners noticed a ring mark appearing on the kitchen wall—an early sign that something was wrong with the construction. When they reported it, Woolner simply instructed them to show it to one of the workers on arrival, offering no reassurance or explanation.

Growing Pressure and Diminishing Confidence

By this stage, the homeowners were becoming increasingly anxious. They had already paid tens of thousands of pounds, yet the project remained far from complete. Each week brought new names, new promises, and new payment demands, but very little visible progress. The emotional toll was growing, and the homeowners were left feeling overwhelmed, uncertain, and financially exposed.

As December 2022 began, the homeowners were still trying to remain hopeful that the project would progress, especially with Christmas approaching. Instead, the pattern of vague updates, shifting explanations, and repeated payment requests continued, adding to their stress and financial strain.

Repeated Requests for Weekly Payments

Woolner continued to request £4,000 each week, often with only brief or unclear descriptions of the work supposedly taking place:

• 5 December 2022: Woolner stated that the “sunroom” would now be turned into a conservatory, that the kitchen would be ready the following Monday, and that foundations and driveway work would begin. The message ended with another request for £4,000.
• 12 December 2022: A “polite reminder” was sent for the week’s £4,000 payment, followed later that day by another message asking whether the homeowners had been able to go to the bank so he could “buy some materials.”

Despite these ongoing payments, the homeowners saw little evidence of the progress being described.

Workers Not Arriving and Increasing Confusion

Mid‑December brought further disruption:

• 15 December 2022: Woolner informed the homeowners that a worker named Adam would arrive at 9:00 a.m., but by midday no one had turned up. When the homeowners asked for an update, Woolner simply replied that he would “see what’s going on.”
• 18 December 2022: The homeowners reached out again, unsure who—if anyone—would be attending the next day. Woolner responded that one worker was unwell, another would be doing brickwork, and others would return once that was finished. The explanations shifted frequently, leaving the homeowners uncertain about who was actually working on their home.

More Delays and Last‑Minute Messages

The days leading up to Christmas brought further delays:

• 20 December 2022: Woolner said he would be late because he was collecting timber. Later that evening, he sent another message saying the worker had not finished and would not arrive until lunchtime the next day.
• The homeowners continued to adjust their plans around these shifting times, often waiting at home for workers who did not arrive as expected.

A Polite Exchange Before Christmas, but No Progress

On 24 December 2022, Woolner sent a brief message wishing the homeowners a Merry Christmas and saying he would see them in the new year. The homeowners responded kindly, still hoping the project would resume properly after the holidays.

A Difficult End to the Year

By the end of December, the homeowners had paid many thousands of pounds, yet the work remained incomplete and inconsistent. They were left with:

• Uncertainty about who was working on their home
• Repeated delays and unexplained absences
• Ongoing requests for large weekly payments
• Little visible progress despite the money already paid

This period marked a turning point, as the homeowners began to realise that the project was not unfolding as promised and that they were becoming increasingly vulnerable—financially, emotionally, and practically.

As the new year began, the homeowners continued to face uncertainty, shifting explanations, and inconsistent attendance from Woolner and his workers. Despite their patience and polite communication, the situation grew increasingly unstable.

Early January: Health Excuses and Minimal Progress

• 4 January 2023: The homeowners sent a kind New Year message after hearing Woolner was unwell with a shoulder problem.
• 5 January 2023: Woolner replied that he was “housebound” and depressed, but assured them that Adam would return to continue the kitchen work. The homeowners remained supportive and hopeful.

Requests for Updates Met With Delays

• 9 January 2023: The homeowners reached out asking for a call to discuss the front roof, but received no immediate clarity.
• 16 January 2023: Woolner told them to “have a lie in” because a worker’s ceiling had collapsed at his own home. When the homeowners asked if anyone would be attending, Woolner replied that he was in an osteopath’s waiting room and would speak to the worker “running the job.”

These shifting explanations made it increasingly difficult for the homeowners to understand who was responsible for the project or when work would actually continue.

Despite Lack of Progress, and Mistakes, More Money Requested

Whilst the architectural drawings were drafted and provided to the builders, the wall erected between the Shower Room and the Utility Room was incorrectly positioned making the rooms too small to be used. The builders asked the homeowners to cover the cost of their mistake.

• 18 January 2023: Woolner requested £1,000 for “extra work”, even though the homeowners were still struggling to get consistent attendance or clear updates.

Late January: Missed Appointments and Constant Rescheduling

The final weeks of January were marked by repeated no‑shows and last‑minute changes:

• 23 January 2023: Woolner said he and a worker named Arnie would arrive “just after 8:00” to lay the floor.
• 25 January 2023: The homeowners were told to “have a lay in” because they would not arrive until 10:00.
• 26 January 2023: The homeowners asked whether anyone was coming, as they needed to leave the house. Woolner replied that he was at the doctor’s and that Arnie would arrive at 1:00 p.m.

• Arnie never arrived.
• That evening, the homeowners asked again who would be coming the next day.
• Woolner said Arnie had been “held up” and that he himself would return Monday, telling them to go to their club and “have a lovely weekend.”

End of January: More Confusion and More Excuses

• 30 January 2023: Woolner said three workers would arrive “late morning,” but by mid‑afternoon he reported that one had finished elsewhere and that it was “not worth coming” that day.
• The homeowners asked what time they should expect workers the next day and were told “8 o’clock first thing.”
• 31 January 2023: The homeowners messaged again, explaining that one worker didn’t know if he was returning and asking when Woolner himself would come to discuss concerns.
• Woolner replied that three workers would arrive at 10:00 and that he would come at lunchtime. He then listed a series of illnesses affecting his team—stomach bugs, swollen hands, and COVID—describing the week as “messed up.”

Despite all these explanations, the homeowners still had no clear schedule, no consistent workforce, and no meaningful progress on their home.

A Pattern That Became Impossible to Ignore

By the end of January, the homeowners were dealing with:

• Constantly changing arrival times
• Workers who did not show up
• Excuses ranging from illness to personal emergencies
• Requests for more money despite minimal progress
• A complete lack of reliable communication or accountability

Their patience, kindness, and understanding were met with continued delays and confusion, leaving them increasingly anxious about the state of their home and the large sums already paid.

By February 2023, the homeowners were still trying to remain patient and cooperative, but the pattern of inconsistent attendance, shifting explanations, and unclear progress became even more pronounced. Their messages remained polite and accommodating, yet they continued to receive vague updates and last‑minute changes that made it impossible to understand what was happening with their home.

Early February: Concerns About Skylights and More Uncertainty

• 1 February 2023: The homeowners reached out after being told by a worker that the skylights were “too big” due to pipework in the roof. They asked the builder to come and discuss the issue, along with other concerns.
• 2 February 2023: The builder replied that he had been unwell and had gone to bed early. He said several workers would arrive first thing, with Adam coming around 10 a.m., and that he would attend mid‑morning. The homeowners acknowledged this, still hoping for clarity.

Promises to Attend, Followed by Delays

• 6 February 2023: The builder said he would arrive just after 10 a.m. to connect the washing machine and other appliances.
• 7 February 2023: The homeowners asked whether he would be returning that afternoon and reminded him that they would be out the next morning. The builder replied that he was collecting materials for the shower and utility room and would arrive at 8:30 a.m. the next day.

Mid‑February: Continued Attendance Issues

• 8 February 2023: The builder sent a brief message saying he was “on way.”
• 9 February 2023: He said he and another worker would arrive at 8 a.m.
• 13 February 2023: The homeowners sent a photo, likely highlighting an issue needing attention.

More Delays, More Excuses, and No Clear Progress

• 14 February 2023: The builder told the homeowners to “have a lay in” because he had collected materials and the morning was foggy. Later that day, the homeowners informed him they were going into town and asked who would be attending the next day. He responded only with a thumbs‑up.
• 15 February 2023: He messaged again to say he was “running a bit late.”

Another Week Ends With No Work Done

• 17 February 2023: The builder announced that “no one” would be attending that day because he was collecting panels for the shower room and kitchen. The homeowners replied that if he did come with the panels, he could use his key, and they would see him Monday. He responded with another thumbs‑up.

Late February: More Missed Days and New Explanations

• 20 February 2023: The builder said he would arrive around 9 a.m. The homeowners later asked whether someone would be coming before their doctor’s appointment the next day. He confirmed someone would arrive “just after 8.”
• 21 February 2023: The builder said he had a key if they were out.
• 22 February 2023: He apologised for not attending the previous day, explaining that he had been working for a woman whose daughter had MS and that the job had taken longer than expected. He promised to be with them Thursday and to continue “until done.”

• When the homeowners responded kindly, he said the situation had “stressed [him] out a bit.”
• They reassured him and joked about making tea to “de‑stress” him, asking whether it would be a “lock‑in” to get the job finished.
• He replied with another thumbs‑up.

End of February: Still No Stability

• 24 February 2023: The builder told the homeowners to “have a lie in” because one worker was attending a funeral and he himself would be late, adding that he had a key.

A Month of Uncertainty and No Real Progress

Throughout February, the homeowners experienced:

• Constantly shifting arrival times
• Workers who did not show up
• Explanations involving illness, funerals, fog, personal errands, and other jobs
• No clear plan, schedule, or accountability
• No meaningful progress on the renovation
• Continued emotional strain as they tried to remain polite and cooperative

Despite their patience and willingness to accommodate every change, the homeowners were left with a project that was still far from completion and a builder whose communication had become increasingly unreliable.

By March 2023, the homeowners were still trying to remain patient, cooperative, and hopeful that the project would finally reach completion. Instead, the month brought a continuation of the same troubling pattern: shifting explanations, inconsistent attendance, new payment requests, and urgent issues with the unfinished work.

Early March: More Promises of Attendance

• 5 March 2023: Woolner messaged in the evening to say he would arrive at 8 a.m. the next day. The homeowners confirmed politely, as they always did.

Requests for Additional Work and More Uncertainty

• 13 March 2023: The homeowners asked for a bedroom door to be fitted and some light switches moved before Thursday. Woolner replied that Arnie would attend the next day.
• 14 March 2023: Woolner said he was “collecting doors” and asked what the colour code meant. Later that day, the homeowners reported water leaking into the washroom and flooding under the garage. Woolner responded that he would “get it sorted” and asked about progress in the shower room.

Despite the seriousness of water ingress and flooding, no urgent action followed.

Mid‑March: Leaks, Radiator Problems, and More Delays

• 15 March 2023: The homeowners reported that a radiator was still leaking and asked when Woolner and Arnie would arrive. They also mentioned that another person, Brian, was unhappy about delays in his own bathroom work.
• Woolner responded only with a thumbs‑up.

Late March: Another Payment Request and More Missed Attendance

• 17 March 2023: Woolner said the workers would arrive “late morning” and that Ryan would connect the electrics. The homeowners asked for them to come after 12:30.
• 18 March 2023: Woolner requested £2,000 “off the final payment”, saying Arnie would return Monday to lay the floor and finish the bathroom.

Continued Confusion and No‑Shows

• 21 March 2023: Woolner told the homeowners to “have a lie in” because Arnie would not arrive until 10 a.m. He then asked who installed their garage door.
• The homeowners reminded him that men were supposed to check the roof covering, which was flapping in the wind.
• Later that day, the homeowners asked when Ryan and Arnie would arrive, as no one had turned up. Woolner said they “should be there” and then that they would arrive in 30 minutes.

Disagreement Over Payment and a Request for a Meeting

• Later that afternoon, Woolner asked again whether the homeowners were “OK with the £2,000 payment.”
• The homeowners replied firmly that they were not OK with it and wanted to speak to him in person.
• He agreed to come on Thursday “first thing.”

More Delays and Weather‑Sensitive Issues Ignored

• 22 March 2023: Woolner said Arnie had “personal issues” and would not attend.
• The homeowners urgently reported that the black plastic under the washroom roof had come loose and was blowing in the wind, leaving the area not watertight ahead of rain.
• Woolner said he was “in a meeting” but would send workers that day.

Still No Progress

• 23 March 2023: Woolner said he would not arrive “first thing” but would come later.
• The homeowners informed him they were going into town and would return by midday.
• He replied that he was “still running around.”

The homeowners created a list of outstanding works to give to Woolner:

• Front hallway: unsupported floor, damaged door frame, missing internal door
• Kitchen: damaged worktop and sink, loose cladding, unfinished shelves, missing lighting, unfinished cooker hood, failing floor, missing side panel, missing internal door, skylight not fitted
• Dining room: old pipes to remove, radiators to install, skirting and masking to fit, poorly plastered wall
• Bedrooms: doors to rehang, architraves to fit, new door needed
• Old shower room: new shower head and bar, new door, architraves
• Back passageway: skylight, radiator, floor leveling, refitting wood floor
• New shower room: pump installation, skylight, extractor outlet, sewer hatch, door finishing
• Utility room: extractor outlet, non‑working hot tap, glass fitting, shelving, rising damp
• Conservatory: frame now unusable, full replacement needed, electrics, outside tap relocation
• Garden and exterior: outside tap, garage roof completion, poor woodwork, trench and soakaway, footpath, flat roof leaking and uneven, skylights and extractor outlets

No workers attended.

End of March: Payments Continue Despite Lack of Work

• 26 March 2023: Woolner said Brian would attend “first thing” and that he would arrive later with the worktop.
• 28 March 2023: The homeowners confirmed that money had been transferred and that they had received the kitchen door.
• 30 March 2023: The homeowners asked about arranging a new skip and whether anything in the garden needed saving for the conservatory.
• 31 March 2023: Woolner said he would sort the skip and wished them a lovely weekend.

Later that day, he requested £750 for flooring, stating he had not charged for fitting.

The homeowners said they would pay on Monday.

A Turning Point: Seeking Outside Help

By the end of March 2023, no workers had attended since 23 March, despite repeated promises. The homeowners were left with:

• Unfinished and unsafe areas of the home
• Water ingress and roof coverings coming loose
• Leaking radiators
• Unresolved structural concerns
• A builder who continued to request payments despite minimal or no attendance
• A project that had dragged on for months with no clear end in sight

Feeling increasingly worried and unsure how to proceed, the homeowner contacted Age UK for advice. They were advised to begin keeping a detailed record of:

• Which workers attended
• What time they arrived and left
• What work was carried out

This record‑keeping began on 3 April 2023, marking the moment the homeowners realised they needed to formally document the situation for their own protection.

By April 2023, the homeowners were now keeping a formal record of attendance and work carried out, following advice from Age UK. What unfolded that month confirmed their fears: the project was unravelling, the work remained incomplete, and the builder’s communication grew increasingly inconsistent.

Early April: Workers Return but Progress Remains Minimal

3 April 2023
Brian and Arnie returned at 08:00 to continue work on the garage roof. They soon discovered they lacked the correct tools, left the property, and returned at 09:45. They planned to work until 16:45.

That afternoon, Woolner messaged asking whether the homeowners had “got to the bank today,” implying another payment was expected. The homeowners apologised and said they would go the next day.

4 April 2023
The homeowners expressed frustration that the roof still wasn’t finished and insisted it be completed that week.Woolner replied that their roof was being done “today once Brian finishes garage,” adding that Brian could do the GRP roofing.

Brian and Arnie worked from 08:00 to 14:30, but the garage roof remained unfinished.

That evening, the homeowners asked whether the men would return the next day, noting that rubber sheeting had been removed and the roof was exposed. Woolner confirmed they would arrive at 8 a.m.

5 April: Promises of a Full Team After Easter

Woolner visited in person. He said that on 11 April, three or four workers would arrive to begin the driveway and rear fence, supervised by Adam Bourne. He also said he would be on holiday from 7 April, with Sean overseeing work in his absence.

He acknowledged the garage roof was still incomplete and said he would send the worker responsible back to finish it.

6–11 April: Holiday Absence, No Workers, and a Missing Skip

6 April
The homeowners reminded him about the skylight and guttering. He responded with a thumbs‑up.

Later, they said he could use his key if he came with materials, and wished him a good holiday.

11 April
Despite his assurances, no workers arrived. The homeowners contacted him, explaining that no one had turned up and that the skip company had no record of a new skip being ordered.

Woolner replied that Stuart “was supposed to be there” but had texted to say he “had to think.” He said Sean was “sorting everything” and that he had arranged three skips, including theirs, and would chase it.

13–18 April: Incomplete Roofs, More Delays, and Rising Tension

13 April
Stuart and a labourer arrived at 08:00 to work on the shower room and utility room roof. They also completed two small jobs at the front of the property. They left at 15:00. The roof remained unfinished.

17 April
The homeowners asked what was happening, noting that no workers had arrived despite good weather. Woolner said he would call shortly and that workers would be there all week, explaining that Sean’s van had broken down.

18 April
By day two with no workers, the homeowners demanded an explanation and asked him to come to the house. Woolner said he would “ring back in a minute.”
When they asked him to come at 12:00, he replied that “everything goes tits up” when he takes a week off.

He eventually said he would come the next morning.

19–20 April: Brief Attendance, Electrical Work, and More Uncertainty

19 April
Woolner arrived after saying he would be there “in about an hour.” He reviewed the outstanding work.

20 April
He said Ryan would arrive between 10–11 a.m. The homeowners later confirmed Ryan had arrived. Electricians Ryan and Hannah worked from 11:45 to 15:00.

24–26 April: Missed Days, New Leaks, and Flooding

24 April
Woolner said not to rush because he needed to collect materials. The homeowners informed him they had a dentist appointment and asked for Ryan to return because their bedroom light wasn’t working.
Later, they asked what had happened to the workers who were supposed to come. No one arrived.

25 April
The homeowners asked again whether workers were coming and reported a suspected leak in the attic above the bathroom. Woolner said Adam was on the way and Eric would arrive at 10.

At 08:00, Adam, Jack, and Eric arrived to work on the driveway and garden. While doing plumbing inside, Adam caused flooding in the original toilet and shower room, with water leaking through the ceiling. Work ended at 15:30.

26 April
The homeowners tried calling Woolner and asked who would be attending. He said he was collecting materials. They left the garage open and reminded him he had a key.

They also informed him they had booked flights for 14 May and asked for the fences and other work to be completed before then. He replied, “We will try our best.”

27 April: Age UK Steps In

The homeowners asked again who was coming and reminded him that Ryan still needed to fix the bedroom light.

They then informed him that they had contacted Age UK for advice. Age UK advised them to request, in writing:

• A clear list of what work remained
• What they required to be completed
• A written end date for the project

They asked Woolner to come and speak to them and bring the written end date.

He replied, “Will do.”

They also reminded him that the skip company still had no record of a new skip being ordered. He said the exchange would happen Wednesday.

A Project in Collapse

By the end of April 2023, the homeowners were dealing with:

• Repeated no‑shows
• Unfinished roofs and exposed areas
• Flooding caused by workers
• Electrical faults still unresolved
• A missing skip
• Constantly shifting explanations
• No written schedule or end date
• A builder who was often absent, uncontactable, or offering vague reassurances

Despite months of payments and patience, the project remained dangerously incomplete. The homeowners were now relying on Age UK guidance to protect themselves and document the situation properly.

By May 2023, the homeowners were exhausted, anxious, and still trying to get clarity, progress, and basic communication from the builder. Despite their patience and repeated attempts to arrange meetings, the month became another cycle of delays, excuses, and unfulfilled commitments.

Early May: A Promised Work Schedule That Never Arrived

2 May 2023
Woolner said he would come the next day with the written work schedule that Age UK had advised the homeowners to request. The homeowners also asked him to bring back their front door key.

He confirmed he had found it and would bring it.

3 May 2023
Instead of attending, he said the skip was being exchanged and that Sean was unwell again. He asked to rearrange the meeting for the following morning. The homeowners agreed.

4–5 May: Urgent Safety Issues and No Attendance

4 May 2023
The builder said Sean was still unfit for work and that he would come Saturday morning. The homeowners asked if he could come that afternoon or Friday instead, explaining that the bathroom ceiling—damaged by earlier leaks—was cracking and starting to drop. They also reported poor water pressure and a non‑working toilet.

They received no visit.

5 May 2023
The homeowners asked again when he would come, explaining they were leaving for Spain soon and needed the bathroom ceiling inspected urgently. They also asked for the electrician, Ryan, to fix the bedroom light and remove the bathroom light for safety.

The builder said he would get Ryan there that day and would confirm when he himself was coming. The homeowners asked Ryan to come at 12:30.

9–12 May: More Missed Meetings and No Written Completion Date

9 May 2023
The homeowners asked which day he would be coming and requested the written completion date he had promised. He said he would come Friday morning “first thing.”

12 May 2023
The homeowners reminded him he was due that morning and needed the key returned. He said he was still coming.

Hours passed with no arrival.

When the homeowners asked again, he said he was still at work and could come the next morning instead. They reminded him they were flying to Spain the next day and needed to see him that day.

He said he would come “as quick as possible,” then later said he would arrive around 11 a.m. He eventually messaged “On way.”

There is no record of him attending.

24–30 May: Ten Days With No Work, More Excuses, and New Problems

24 May 2023
After returning from Spain, the homeowners discovered no work had been done for 10 days. They asked Woolner to call or visit the next day.

He replied that he “didn’t think they were back until tomorrow,” and claimed that Eric had tried to start but lacked water. He said workers would return Tuesday to start outside work and that Adam would finish the inside.

The homeowners asked him not to let them down again.

29 May 2023
Woolner said they would be there the next day at 8 a.m. to focus on the driveway. The homeowners asked if he would also attend; he said he had other jobs but would try to come “sometime tomorrow.”

30 May 2023
Woolner asked Tony to tell Eric where he wanted the edgings placed. The homeowners asked for Adam to come fit an outside tap, explaining that workers had no water supply and that the kitchen tap was unsuitable.

Woolner said he would come himself.

Later that day, the homeowners reported a serious issue:
the kitchen worktop had lifted and was damaged where Adam had cut it.

They asked Woolner to come and inspect it.

31 May: No Attendance, More Excuses, and a Damaged Worktop

No workers attended.

The homeowners messaged again, asking why he wasn’t answering calls and who was coming that day. Woolner said he had received the message and would come later, explaining that the truck used the previous day now had brake problems.

The homeowners sent photos of the damaged worktop. Woolner said it looked “delaminated.”
Howdens confirmed water damage and said the sink photos were being assessed.

Woolner said that if it couldn’t be repaired, he would replace the entire worktop.

He then said he would come “today or tomorrow.”

That evening, the homeowners asked whether anyone would be coming the next day so they knew whether to set their alarm. Woolner said workers would come to move rubbish into the skip so the driveway could be completed.

A Month Marked by Broken Commitments and Growing Risk

By the end of May 2023, the homeowners were dealing with:

• A bathroom ceiling at risk of collapse
• A damaged kitchen worktop
• Flooding caused by earlier plumbing mistakes
• Unfinished roofs and exposed areas
• No written schedule or completion date
• Repeatedly missed meetings
• Workers who arrived sporadically or not at all
• A builder who frequently cited illness, broken vehicles, or other jobs
• A project now seven months overdue and still unsafe

Despite their patience, politeness, and constant attempts to accommodate the builder’s shifting schedule, the homeowners were left with a home in disrepair and no clear path to completion.

June 2023 began with a small amount of activity but quickly fell back into the familiar pattern of delays, confusion, and broken promises. Even when the builder finally provided a written schedule, the work still failed to materialise, leaving the homeowners increasingly distressed and exhausted.

Early June: Brief Activity and Troubling Behaviour

On 1 June, two labourers, Jack and Nick, arrived to remove rubble from the back garden, using some of it as a base for the driveway. They worked from 08:30 until 13:00. Later that day, the homeowners informed Woolner they would be out on Friday and asked if he could come on Monday instead. He agreed and added that Eric would also return Monday to finish the driveway.

Woolner then made an unsettling comment, claiming that Jack had “sorted” a neighbour out and warning that Jack “has a bit of a temper.” This deeply concerned the homeowners, who were trying to resolve a neighbourly issue peacefully.

5–7 June: No Workers and Repeated Requests for a Completion Date

On 5 June, Woolner announced that no workers would attend that day but promised they would come Wednesday. The homeowners again requested the written completion date they had been asking for since April. He promised to provide it by Friday, 9 June.

Despite this, no workers arrived on 7 June. The homeowners, who had been rising early each day expecting an 8 a.m. start, messaged again. Woolner replied that Eric was “finishing another job” and that their project was “next on the list.”

8–9 June: Confusion, Delays, and a Verbal Completion Date

On 8 June, Eric arrived at 08:00 but was unsure what work he was supposed to do. The homeowner had to explain the tasks again, despite having already told another worker weeks earlier. Nick was expected but never arrived. Eric worked until 16:30 preparing the driveway.

The next day, a lorry delivered hardcore for the driveway, and Eric, Jack, and Nick worked briefly before leaving early afternoon. Later, Woolner phoned the homeowners and verbally promised that all work would be completed by 30 June 2023—but still refused to provide this in writing.

10 June: A Written Schedule Finally Arrives

After the homeowners pleaded not to be let down again, Woolner asked for their email address and sent a written schedule outlining work for the rest of June. It included:

• Completing the driveway
• Tidying the garden and building raised beds
• Erecting fencing
• Re‑plastering the bathroom ceiling
• Installing skylights and finishing roofs
• Rendering the garage
• Completing inside jobs
• Installing the conservatory roof and electrics

He also stated that no new work would begin until September, implying their project would finally be finished by the end of June.

Despite this, progress remained minimal.

12–15 June: Driveway Nearly Finished, Then Another Collapse in Attendance

On 12 June, Eric and another worker arrived to concrete the driveway. They worked until 16:30 but ran out of materials, leaving the job 95% complete. The homeowners asked whether Eric would return the next day.

No one arrived on 13 or 14 June. When asked, Woolner said workers would come “tomorrow,” then “the next day,” but none did. The homeowners pointed out that since 12 June, only the driveway had been worked on.

On 15 June, Woolner claimed workers were “on their way” and that ballast and fence posts were being delivered. No one arrived.

18–19 June: Bathroom Ceiling Repaired but Nothing Else Progresses

On 18 June, Woolner said workers would come the next day to repair the original bathroom ceiling, even though the new shower room remained unfinished. The homeowners asked who would be attending.

On 19 June, a man named Charlie arrived at 08:30, repaired the ceiling, and left at 13:30. No other workers attended.

21–23 June: More Promises, More Delays, and No Progress

On 21 June, Woolner said Adam Bourne and Stuart would attend Friday and remain until all work was completed. The homeowners asked for help flattening boards in the skip so it could be exchanged.

On 22 June, the homeowners informed Woolner that the bathroom ceiling was painted and ready for the light to be refitted. He said Ryan would come the next morning.

On 23 June, Ryan arrived at 08:00, refitted the light, and left at 08:30. Eric and André arrived briefly to collect a machine. But Adam and Stuart did not arrive, despite Woolner’s promise. Woolner then claimed Adam had been sent to fix a leak elsewhere—even though the homeowners had had an unresolved leak in their own bathroom since March.

The homeowners were told to “go to club” and that work would “start Monday, fresh start.”

That same day, they sent a formal complaint letter to the company director, giving him seven days to respond.

24–29 June: Complaints Escalate and Only Minimal Work Completed

On 24 June, the homeowners also filed a complaint with Checkatrade.

On 26 June, Eric and André arrived at 08:10 and finished cementing the driveway by 09:40. Eric still had to collect water from inside the bungalow because no outside tap had ever been installed, despite repeated requests.

On 27 June, the homeowners emailed the director again, reminding him of the deadline and expressing distress at how they had been treated as elderly customers. He replied that he was on holiday and had forwarded the email to Woolner.

On 28 June, he said he could visit on 4 July. Woolner then claimed Adam now had an eye infection and that he was waiting for someone to measure the conservatory roof.

On 29 June, the director confirmed he would visit on 4 July.

June Ends With a Project Still in Ruins

By the end of June 2023, the homeowners had:

• A driveway only recently completed
• A bathroom ceiling repaired but other leaks unresolved
• No progress on the conservatory
• No rendering on the garage
• No skylights installed
• No finished roofs
• No fencing erected
• No raised beds built
• No pump installed for the shower
• No written completion date honoured
• No consistent workforce
• A builder who repeatedly blamed illness, broken vehicles, missing materials, or other jobs
• A director who was “on holiday” and unaware of the project’s true state

Despite months of patience, the homeowners were left with a dangerously incomplete home, thousands of pounds lost, and a project that had spiralled into chaos.

July 2023 began with yet more promises of progress, but the same pattern of delays, confusion, and shifting responsibility continued. Even when the company director became involved, the situation did not improve. The homeowners—now nine months into the project—were still waking early each day, only to find no workers arriving and no clear explanation.

Early July: Skip Promises and Failed Communication

On 3 July, the builder informed the homeowners that the skip would be exchanged on Tuesday and that workers would be with them Wednesday to clear the back garden and start the fence. The homeowners asked whether a new skip was being delivered; he confirmed it was.

On 4 July, the company director, John Coleridge, failed to attend a scheduled visit. Instead, he emailed saying he needed to survey the conservatory roof and asked for a suitable date. The homeowners replied, requesting he come before 10 a.m. the next day or on Thursday. He confirmed he would come “in the morning.”

5 July: Director Visit and New Promises

Coleridge attended on 5 July, inspected the work, took photographs, and told the homeowners that workers would be on site Monday, 10 July, to complete the back‑garden works, including soil removal, fencing, and gate installation.

The homeowners emailed him again on 6 July, requesting a written work schedule.

10–12 July: No‑Shows and More Empty Assurances

On 10 July, the builder messaged saying he had spoken to Coleridge and that Eric and André would attend the next day to clear soil. No one arrived.

That evening, he claimed workers would attend on 11 July.
Again, no one arrived.

The homeowners, who had been up since 7 a.m. both days, messaged asking what time the workers would come. The builder replied that they would be there on 12 July at 8:30 a.m. and would remain all week.

On 12 July, Jack and André finally arrived and spent the day moving soil by wheelbarrow from the back garden to the skip. They worked from 08:30 to 16:00.

13–17 July: Soil Removal Continues, Then More Delays

On 13 July, Jack and André returned to continue removing soil.

On 14 July, the builder said he had not managed to get the fencing materials, so no one would attend until Monday.

On 17 July, he sent a message saying everything was “in the air” because Sean had been taken to hospital with sudden vision loss and possible stroke symptoms. He promised the fence would be completed that week.

The homeowners expressed sympathy and asked whether Adam could attend to fix indoor issues, including a sink plug that had stopped working.

18 July: A Heated Moment and More Broken Promises

On 18 July, the builder and André arrived with a lorry and unloaded soil into the skip. The homeowners were unhappy about this, and in the heat of the moment one of them swore at the builder, calling him a liar. After tempers cooled, they spoke calmly.

The builder said he would return later with materials but did not come back. He later messaged saying fencing equipment would not be delivered that day and that Eric would have the truck in the morning.

19–20 July: Fence Work Begins at Last

On 19 July, Eric arrived at 08:15. A delivery truck brought materials at 09:00, though not all required items were included. Eric began work on the back fence and left at 14:30.

On 20 July, the builder said he would try to get the truck cleared so fence panels could be collected. He later said Sean would collect the panels and fit them that day.

Sean Connolly and Paul Bench arrived at 08:30 and completed the fence installation by 15:30.

24 July: Builder Hands the Job Over

On 24 July, the homeowners asked for an update on the driveway gate and the remaining work. The builder replied that, because they no longer trusted him, he was handing the job over to his partner, Sean Connolly, who would finish the remaining work. He said all further questions should be directed to Sean.

The homeowners apologised, saying they did not want to upset him and hoped he would still be involved alongside Sean and the director.

27–28 July: A Rare Day of Progress

On 27 July, the builder said Sean had sent workers the previous day to do the garage floor but had forgotten to inform the homeowners. He added that Sean had returned to hospital and had “a lot on his mind.” He said Sean, Paul, Stuart, and André would be at the property the next day to complete the floor, flower beds, and other finishing tasks.

On 28 July, Sean, André, and Stuart arrived at 08:00. Sean worked inside the garage, while André and Stuart assembled the vegetable‑bed boxes. All work was completed by 15:00.

A Month of Confusion, Emotion, and Uncertainty

By the end of July 2023, the homeowners had endured:

• Repeated no‑shows despite daily early starts
• Conflicting information from the builder and the director
• Emotional strain, including a heated exchange born of frustration
• A sudden handover of responsibility to another worker
• Only partial completion of the garden and fencing
• No progress on major outstanding tasks such as the conservatory roof, skylights, or interior finishing

Although a small amount of work was completed at the end of the month, the project remained far from finished, and the homeowners were still without a clear plan, timeline, or reliable workforce.

August became one of the most emotionally draining months for the homeowners. Despite their patience and repeated attempts to move the project forward, they were

met with more delays, more medical emergencies, and more shifting of responsibility. The work remained largely untouched, while the list of outstanding jobs grew longer and more urgent.

Early August: No Clarity and No Progress

At the start of the month, the homeowners again asked what work would be completed, noting that several tasks Woolner had assigned had still not been done. Woolner replied that Sean was back in hospital for tests and might return the next day. Days passed with no attendance and no clear plan.

On 7 August, Woolner sent a long message explaining that Sean needed surgery for a clot and had suffered an “eye stroke.” He said Eric would attend the next day to lay bricks for the conservatory base and that Adam and Stuart would come later in the week to finish the roof and start inside jobs. He also said Brian had been off for three weeks and was unlikely to return.

Eric arrived on 8 August, completed a few small tasks, and left early afternoon. No one else attended.

9–10 August: Promises of a Full Day of Work That Never Happened

On 9 August, Woolner said Stuart and André would be at the property “all day tomorrow” to complete outside jobs, including the roof. Instead, Stuart arrived only to collect a window board and some roofing felt that had been stored since late 2022. No roofing or skylight work was done.

On 10 August, Stuart and André finally arrived and completed several tasks, including finishing the front roof, fitting beading, installing plastic panels, and spreading soil. After they left, the homeowners discovered the garage door no longer shut. They reported this immediately.

Mid‑August: Conservatory Delays and Requests for Upfront Payment

On 14 August, Woolner said Sean had returned to work and would update him on plans for the property. The homeowners asked about the electrician, the conservatory contractor, and the gate.

On 15 August, the company director emailed the homeowners saying the conservatory roof supplier required full payment upfront. He said the company did not have the funds for at least three weeks and offered the homeowners the option to pay directly to “speed things up.” The homeowners chose to wait, shocked that a construction firm could not cover a £2,000 material cost—especially after receiving more than £45,000 from them.

18 August: More Health Crises and Another Wasted Day

On 18 August, Woolner said Brian was going into hospital to have a tumour removed and that Sean would visit that day to assess outstanding work and create a schedule. Sean never arrived. The homeowners waited all day with no explanation.

They emailed a director John Coleridge twice confirming they would wait the three weeks for the conservatory roof funds.

21 August: A Full List of Outstanding Work — and Still No Progress

On 21 August, the homeowners asked again whether Sean would attend. Sean and Paul arrived at 08:15, and the homeowners handed Sean a detailed list of all outstanding work, covering every room and every area of the property.

Sean said he would discuss the list with Woolner. He and Paul left at 08:45, explaining they had hospital appointments the next day for a biopsy and might be off work for some time.

Minutes later, Michael Woolner messaged to say Brian had cancer.

24–25 August: New Emails, New Promises, and More Delays

On 24 August, Woolner forwarded an email from Sean outlining a new plan:

• 29 August: Eric to complete steps, slabs, soakaway
• 6 September: Adam and Stuart to complete inside and outside work
• A plasterer would be brought in to render the garage
• The garage roof and timber would be sorted “ASAP”
• Aim to finish by end of September

The homeowners asked again about the driveway gate contractor.

On 25 August, four to five months after the homeowners first asked, the gate contractor finally visited. He questioned why the driveway had been concreted before the gate runners were installed. The homeowners explained they had repeatedly asked Woolner to arrange this before concreting. Because this did not happen, the driveway would now need to be dug up, increasing the cost. The contractor also said he could not fit a gate for at least two months.

29 August: Another No‑Show

Sean’s email had stated that Eric would attend on 29 August. The homeowners got up at 07:00 expecting him at 08:00.

No one arrived.

No explanation was given.

August Ends With a Project in Crisis

By the end of August 2023, the homeowners were facing:

• A massive list of unfinished work
• A conservatory that now needed full replacement
• A garage door that no longer closed
• A leaking flat roof
• No skylights installed
• No extractor outlets fitted
• No progress on the conservatory base
• No progress on the interior rooms
• A driveway that now needed to be dug up again
• Workers repeatedly off sick or in hospital
• A director asking them to pay upfront for materials
• A builder named Michael Woolner who shifted responsibility to Sean, then back again
• Another month of early mornings wasted waiting for workers who never arrived

Despite their patience, kindness, and constant attempts to move the project forward, the homeowners were left with a home still in disrepair and a project that had now dragged on for nearly a year with no end in sight.

September 2023 brought another wave of missed appointments, shifting explanations, and new faces—none of which brought the homeowners any closer to having their home completed. Despite repeated assurances, the work continued to stall, and the homeowners were left to chase updates from the builder, his workers, the company director, and even Checkatrade.

Early September: Another Promised Start Date Missed

On 6 September, neither Adam Bourne nor Stuart arrived by 09:30, despite being scheduled to restart the project that day. The homeowners contacted Checkatrade and spoke with a representative named Victor, who confirmed that a previous complaint was already logged. He said he would email BSW Plumbing & Heating requesting a confirmed completion date, giving them three working days to respond.

The homeowners also messaged Woolner, reminding him of the outstanding work list they had already given to Sean. Woolner replied that Sean was “back to work properly now,” that rendering had been organised, and that he would ask Sean to arrange dates for Adam and Stuart.

11–13 September: A New Tradesman Promised

On 11 September, Woolner messaged to say he had taken on a tradesman named Bill, who “used to work for him before” and could complete all outstanding jobs—including fitting the conservatory. He said he would bring Bill to the property on Monday, 18 September, or possibly sooner.

The homeowners responded positively, asking whether Sean would still be involved and whether the skip could be changed.

On 13 September, the homeowners contacted Checkatrade again and spoke with Holly, who said Woolner had promised to provide a completion date by 3 p.m. She said she would send another email and call the homeowners once BSW responded.

18–19 September: Another Delay, Another Early Morning Wasted

On 18 September, Woolner said Bill had not finished his previous job but would attend on 19 September at 8 a.m.

On 19 September, Woolner messaged again at 7 a.m. saying he would bring Bill later that day to collect materials so Bill could start properly on 20 September. He told the homeowners not to wait in, but confirmed an 8:30 a.m. start the next morning.

Bill and Lewis did not arrive on 19 September.

The homeowners called Checkatrade again. Holly said BSW had not responded to their emails and admitted Checkatrade could not force Woolner to reply.

20–21 September: Bill and Lewis Finally Arrive—and Reveal They Haven’t Been Paid

On 20 September, Bill and Lewis arrived at 08:15 and worked until 17:00. They:

• Fixed the garage side door
• Fixed the front door
• Erected the conservatory frame
• Repaired the kitchen plinth
• Began redoing the floor in the middle passageway

That morning, the homeowners discovered the garage had flooded overnight due to heavy rain, raising concerns about damage to the rubber flooring they had purchased themselves.

On 21 September, Woolner said he had asked Bill to install the lantern skylight first thing. Bill and Lewis arrived at 08:30 and worked until 17:00. The builder delivered kitchen wall panelling, and Bill and Lewis began installing it.

During the day, Bill told the homeowners that Woolner had not paid them, and that if payment was not made, they would walk off the job. Lewis later said the builder had transferred £600, but Bill said this was not enough. Bill also showed the homeowners a photo of a large extension at Woolner’s house, explaining that he and Lewis had completed all the brickwork there in August 2022.

22–23 September: More Work Completed, More Delays, and Another Missed Visit

On 22 September, Bill and Lewis arrived at 08:30 and worked until 17:00. Eric and André arrived at 08:15 to complete the front step and begin the pathway along the garage. They ran out of materials and left at 15:00. Woolner said he would bring more materials on Saturday, 23 September.

On 23 September, Woolner did not arrive. The homeowners messaged him asking when he would come. He replied that he would not be coming because “Harry not up yet.”

25–26 September: Another No‑Show and More Excuses

On 25 September, Woolner said Bill and Lewis would not be coming that day and that he would bring materials himself so they could start properly on Tuesday. He had also said the skip would be replaced on 25 or 26 September.

He did not arrive.

Lewis arrived only to collect his tools.

On 26 September, Woolner said Bill and Lewis would be late because they were finishing another job for him. He arrived at 09:30 with some kitchen panelling and left at 09:50.

Eric arrived at 10:15 and finished the path along the garage. The skip company removed the full skip but did not leave a replacement.

Bill and Lewis arrived at 13:00, worked until 16:30, and took all their tools with them when they left.

27–28 September: More Excuses and More Missed Days

On 27 September, Woolner said Bill would be late because his car had broken down. By 17:00, neither Bill nor Lewis had arrived.

On 28 September, the homeowners asked when Bill would return. He did not come at all. Instead, Sean Connelly and Paul Bench arrived at 08:30 to render the outside of the garage. They worked until 16:00, and Sean also purchased an outside tap.

29 September: Rendering Continues, but Bill and Lewis Disappear Again

On 29 September, the homeowners asked Woolner to call them. He replied that he was laying underfloor heating elsewhere and that Sean was now handling the job.

Sean and Paul arrived at 08:00 to apply the second coat of render. Charlie, the plasterer, also attended to work on the bedrooms. Sean said Bill and Lewis were supposed to reset the garage side door, but they never arrived, so Sean, Paul, and Charlie did it themselves. Sean said he would return on Monday, 2 October.

September Ends With More Uncertainty Than Progress

By the end of September 2023, the homeowners were facing:

• A conservatory frame erected but no roof
• A garage that had flooded
• A long list of interior work still untouched
• A pathway and step partially completed
• Rendering only just started
• A skip removed but not replaced
• Bill and Lewis repeatedly failing to attend
• Workers openly stating they had not been paid
• Checkatrade unable to secure a completion date
• The builder repeatedly missing appointments and offering new excuses

Despite their patience and cooperation, the homeowners were still living in a home full of unfinished work, safety issues, and uncertainty—nearly a year after the project began

October 2023 became one of the most emotionally draining months for the homeowners. Not only were they still dealing with leaks, flooding, and unfinished work, but Woolner began rewriting events, denying previous promises, and misrepresenting the situation to Checkatrade. Despite the homeowners’ patience and repeated attempts to move the project forward, the work remained incomplete, inconsistent, and poorly managed.

16 October — A Misleading Email and Denial of Responsibility

On 16 October, Woolner messaged the homeowners at 06:15 saying he had emailed them and Checkatrade. The homeowners asked when work would restart and requested that he come to inspect the poor‑quality kitchen panel installation carried out by Adam Bourne on 4 October. They had first complained about this on 9 October.

When they read the email he had sent to Checkatrade, they were shocked. It misrepresented the entire project, claiming:

• Delays were solely due to a worker’s illness.
• The homeowners were happy with the work.
• The company had been “on site since July.”
• The garden and driveway were goodwill gestures.
• Internal work was progressing well.
• The homeowners had “not complained about quality.”
• Only £6,000 remained outstanding.
• The conservatory delay was the homeowners’ fault for not paying upfront.
• All inside work would be completed by the end of October.
• The conservatory would be finished by mid‑November.

The homeowners knew these statements were false. They immediately messaged him again about the kitchen panels, asking him to inspect them.

18–19 October — Checkatrade Confirms Delays, and the Garage Floods Again

On 18 October, Checkatrade confirmed they had only received Woolner’s email two days after the homeowners did.

On 19 October, the homeowners sent photographs showing that both the garage side door and the main door were still leaking. Woolner replied that he would send Stuart but gave no time. He then claimed the water was “coming under the door and up through the matting.”

The homeowners reminded him they had been reporting this issue since April.

Later that day, they sent more photographs showing the garage was wet again. They explained that the drain was too high and needed to be redone. Woolner said he would speak to Sean, who was “sorting out the garage.”

20 October — Flooding Continues and the Builder Denies His Own Promises

On 20 October, the homeowners sent more photographs showing the garage had flooded again. They also submitted their evidence to Checkatrade with help from staff at the town hall.

Throughout the day, Woolner sent numerous messages, contradicting himself and blaming everyone except himself. The homeowners reminded him that in May, he had told them they could keep the remaining money because he would cover the cost of storage due to the company’s repeated failures.

Storage costs had now reached £3,000.

Woolner denied ever saying this. He claimed he had only offered to pay “some” of the storage and insisted:

• They could not “give £6,000 away.”
• They had done “extra work for free.”
• Storage costs were the homeowners’ responsibility.
• The homeowner had called him “every name under the sun.”

The homeowners replied calmly, stating:

• He had said he would “squash the final payment” and cover storage.
• The outstanding balance was £5,600, not £6,000.
• Tony had not called him names.
• The garage flooding was due to his failure to complete the work properly.
• They simply wanted their home finished.

Woolner responded that the outstanding amount was “£5,000 for the house and £1,000 for the garage,” and that his “intentions are to get you finished.”

23–24 October — More Delays and More Poor Workmanship

On 23 October, Woolner said Sean would not be attending and would come the next day. He still had not inspected the poor‑quality kitchen work.

On 24 October, Stuart and André arrived at 09:30 to reseat the drain in front of the garage door—the third time this work had been done. Woolner arrived at 10:00 to instruct them.

Inside the house, the homeowners showed him:

• The kitchen wall panelling installed by Bill and Lewis.
• The panelling installed by Adam Bourne, which had large gaps.

Woolner suggested filling the gaps with masking. The homeowners said this was unacceptable and the panels needed to be removed and redone.

He said radiators had been ordered and would be delivered directly, and that he would bring new scaffolding planks the next day. Hannah, the electrician, was expected Friday.

25–26 October — More Incorrect Work and Devastating News About Brian

On 25 October, Stuart and André arrived at 08:30. The homeowner pointed out that the drain was sloping the wrong way. Stuart replied he was “doing it his own way.” They eventually replaced the rubber matting and panelled the front of the garage but did not clean up.

On 26 October, the homeowners messaged to say Stuart had not finished the side door. Woolner replied that Stuart would come later.

At 08:36, Woolner forwarded a heartbreaking message from Brian, who revealed:

• He was starting radiotherapy on 5 November.
• The treatment was not a cure.
• His life expectancy was 12 months.

The homeowners were devastated and expressed their sympathy.

Stuart and André arrived at 14:30 to continue work. Stuart said he had completed the trimming except for one piece, which Woolner would bring next week. He also removed a rubber trim from the door, saying Woolner would obtain a replacement.

31 October — Kitchen Panels Coming Away From the Wall

On 31 October, the homeowners messaged Woolner saying the kitchen board was coming away from the wall and asked when someone would come to fix it.

Woolner replied that it would rain the next day, so Adam would return to do inside jobs. The homeowners asked whether Adam had been told he needed to redo the work. Woolner said yes and that he would come to “make sure.”

October Ends With More Promises, More Delays, and a Home Still Unfinished

By the end of October 2023, the homeowners were still facing:

• A garage that continued to flood
• A drain that had been redone three times and still sloped incorrectly
• Kitchen panels installed so poorly they were coming off the wall
• Radiators still not installed
• A conservatory still without a roof
• A builder denying his own promises
• Workers arriving sporadically, often for only a few hours
• A project nowhere near the “end of October” completion date Woolner had promised to Checkatrade

Despite their patience, politeness, and constant attempts to move the project forward, the homeowners were still living in an unsafe, unfinished home—now more than a year after the work began.

November 2023 began with the same pattern the homeowners had endured for more than a year: early mornings, unanswered messages, inconsistent attendance, and work that was only ever partially completed. Although a few tasks were finally addressed, the month was dominated by delays, confusion, and the discovery that the conservatory roof—promised repeatedly—had never even been ordered.

1 November — No Attendance and No Communication

On 1 November, the homeowners messaged Woolner asking whether he was coming that morning. They received no reply until 10:29, when he sent only a thumbs‑up icon. No one attended.

2 November — Some Progress at Last

On 2 November, Woolner messaged at 06:23 saying the homeowners would have Adam and Hannah “all day.”

Adam Bourne and Hannah arrived at 08:00.

• Adam redid the kitchen panelling, which now looked better, and fitted wall brackets for the shelving.
• Hannah completed electrical work, wiring the extractor fans in both the utility room and the new shower room.

They left at 15:15. Woolner had said he would bring the shelving boards on Friday.

3 November — Partial Attendance and Missing Materials

On 3 November, the homeowners asked whether Adam and Hannah were coming and whether the scaffolding boards were being delivered. Woolner replied that they would arrive mid‑morning.

Only Hannah attended, arriving at 13:30. She fitted a new electric radiator in the front passageway. She left at 15:15.
The scaffolding boards did not arrive.

6–7 November — More Promises, No Workers

On 6 November, Woolner messaged saying he would be “back tomorrow” and would chase up Kenny about the garage roof. He asked whether the garage was watertight. It was not.

On 7 November, the homeowners asked again whether Adam and Hannah were coming and whether the shelving boards would be delivered. No one attended.

13–14 November — More Leaks and No Response About the Conservatory

On 13 November, the homeowners messaged Woolner again, reporting that the garage had leaked during recent rain. They asked:

• When the radiator would arrive
• Whether he had spoken to John about the conservatory
• Whether he had spoken to the roofer
• Who would be coming that week
• Whether Adam could finish the kitchen and fit the internal doors

They received no reply.

On 14 November, they messaged John Coleridge directly about the conservatory roof. He did not respond.

18 November — Water Coming In Again

On 18 November, the homeowners sent photographs showing water coming into the property again. Woolner did not attend.

20–21 November — Another No‑Show

On 20 November,Woolner messaged saying Adam would be coming the next day.

On 21 November, the homeowners got up at 07:00, but Adam did not arrive. They messaged Woolner, who replied that Adam was “finishing off” and would come later. He did not.

The homeowners asked whether Adam would bring the shelving boards. No reply.

22 November — The Truth About the Conservatory Roof

On 22 November, the homeowners phoned Eurocell, the supplier. They were told:

• No order had been placed for their conservatory roof.
• No payment had been made.

This directly contradicted what Woolner and John had repeatedly told them for months.

When confronted, Woolner replied:
“I left that to John, so I will have to ask him.”

The homeowners asked him to do so and to confirm when work would begin.

23–24 November — A Brief Return, Then Another Disappearance

On 23 November, Woolner said Adam and Frank would be there “all day tomorrow” to put up shelves and look at the roof.

On 24 November, Woolner arrived at 08:15 with some scaffolding boards. He was shown the mess Stuart and André had left in the garage and said he was “not pleased.”

Adam and his son Frank arrived at 08:30.

• Adam cut the scaffolding planks into shelves.
• Frank cleaned and painted the garage inside and out.

Woolner left at 08:45.
Adam and Frank left before 12:15, posting the key through the letterbox.

27–28 November — More Delays and an Architect’s Assessment

On 27 November, Woolner messaged saying Adam was on holiday.

On 28 November, Matthew Hall, the architect, visited the property to inspect the work carried out by BSW. He was not impressed, describing the workmanship as a mess.

November Ends With More Questions Than Answers

By the end of November 2023, the homeowners were facing:

• A garage that still leaked
• A conservatory roof that had never been ordered, despite months of promises
• Shelving boards delivered weeks late
• Kitchen work still incomplete
• Radiators still not installed
• No clear schedule for the remaining work
• Workers attending sporadically, often for only a few hours
• A builder who continued to avoid responsibility and shift blame

Despite their patience and constant attempts to move the project forward, the homeowners were still living in an unfinished home—now 14 months after the work began.

December 2023 marked a turning point. After more than a year of delays, excuses, and unfinished work, the homeowners began seeking independent builders to assess the damage and provide estimates for completing the project. What they heard confirmed their worst fears: the workmanship carried out by BSW was so poor that reputable tradespeople refused to take it on.

5–6 December — Independent Builders Refuse to Touch the Job

On 5 December, three independent builders—none associated with BSW—visited the property at separate times to assess the work and provide estimates.
All three declined the job.
One of them described the existing work as “rubbish.”

On 6 December, two more builders attended. They were also unimpressed with the standard of work but agreed to prepare written estimates.

7–14 December — Repeated Emails to Checkatrade, Little Action

On 7 December, the homeowners emailed Checkatrade again.

On 11 December, they sent a further email, clarifying exactly what they were claiming for:

1. Front hallway floor — not supported.
2. Kitchen worktops — very badly fitted.
3. Flat roof over the new kitchen, shower room, and utility room — still leaking.
4. Garage roof — unfinished and still leaking by the driveway door.

They explained that a surveyor had already inspected the work and described it as “a mess.” They asked Checkatrade to send their own surveyor.

On 14 December, Checkatrade replied:

“Thank you for making us aware. We will add the below information to your complaint. Please keep us informed of any updates.”

No further action was taken.

15–18 December — Builders Too Busy, Checkatrade and Companies House Contacted

On 15 December, the homeowners telephoned two builders to chase the estimates. Both said they were extremely busy but would try to prepare them over the weekend.

On 18 December, the homeowners contacted both Checkatrade and Companies House.

• Checkatrade confirmed receipt of the 15 December email.
• Companies House explained the steps required to escalate matters formally.

27–28 December — A Strongly Worded Complaint and More Administrative Failures

On 27 December, after months of inaction, the homeowners sent a strongly worded email to Checkatrade:

“We will not get quality tradespeople from you. We have been complaining about BSW builders for over 8 months now and you still have them on your books. As one person said to me, Checkatrade are just a front for cowboy builders. We sent you an email some time ago for compensation for the useless work they have done here. You have yet to telephone me to speak to me about what you are going to do about it.”

On 28 December, Regina from Checkatrade telephoned at around 16:45. The conversation was productive but cut off before it finished.
At 17:15, the homeowners received an email stating that the document they had sent on 15 December could not be read because no one in the office could enlarge it. They were asked to resend it.

The homeowners felt that something always went wrong, no matter how many times they tried to provide information.

29 December — More Calls Cut Off, More Repetition, No Progress

On 29 December, the homeowners contacted Checkatrade again.
They spoke to one representative for around twenty minutes, explaining the situation in detail—before the call was cut off.

When they called back, they were connected to a different representative, Laura Gardner, who said she did not know who they had spoken to previously. They had to repeat everything again from the beginning.

They raised a complaint about being repeatedly cut off.

Gardner then provided the telephone number for the Guarantees Team:

• 023 94 219 576
• 023 94 219 571

No further assistance was offered.

December Ends With No Resolution and No Accountability

By the end of December 2023, the homeowners were facing:

• Independent builders refusing to take on the job due to the poor workmanship.
• A surveyor confirming the work was “a mess.”
• Checkatrade repeatedly losing documents, cutting off calls, and failing to act.
• No progress on the conservatory, garage roof, flat roof, kitchen, or hallway floor.
• No communication from BSW about returning to complete the work.

The homeowners were left with an unsafe, unfinished home, thousands of pounds in storage costs, and no meaningful support from the organisations meant to protect consumers.

January 2024 marked the beginning of the 16th month of what was originally promised to be an eight‑week project. With BSW still failing to provide a completion date, the homeowners escalated matters formally, sought independent estimates, and prepared for the likelihood that the builders were never returning.

3 January — Independent Estimate Confirms the Extent of the Damage

On 3 January 2024, the homeowners received a detailed written estimate from Goakes Building Limited, following their site visit on 6 December 2023. Woolner reviewed the list of unfinished and defective work and provided a quotation covering:

• Front driveway
• Roof slates
• Front door repairs
• Kitchen worktops, plinths, and new panel
• Dining room pipework, two radiators, and roof leak
• Attic pump
• Radiator for back passage
• Completion of the new shower room
• Installation of an inspection chamber
• Extractor fan installation
• Glass supply and fitting
• Completion of the conservatory, including electrics and plumbing
• Completion of the garage roof
• Completion of the garage floor
• Completion of the soakaway
• Outside lighting
• Completion of the path
• Installation of skylights
• Repair of leaking towel rail
• New doors and architraves

The quotation covered all plant, labour, and materials, with a total cost of:

£31,580 + VAT
(Quote valid for 15 days)

This estimate confirmed the scale of the unfinished and defective work left behind by BSW.

4 January — Checkatrade Requests More Evidence

On 4 January, the homeowners had a productive conversation with Holly from Checkatrade, who asked them to send additional emails and a bank statement for review.

9 January — Formal Letter to BSW Demanding Answers

On 9 January, the homeowners sent a formal email to John Coleridge, director of BSW, after receiving advice from Citizens Advice Legal Team and Age UK. The letter stated:

• BSW was entering its 16th month on what was supposed to be an eight‑week project.
• They required a written response on company headed paper.
• They demanded answers to four questions:

A. Does BSW intend to continue the work?
If yes, they must provide a start date and a finish date, with completion no later than four weeks from the start.
Work would be inspected daily by an architect/surveyor.

B. If BSW does not intend to continue, they must explain why — which would place them in breach of contract.

C. Would BSW agree to arbitration?

D. If no reply was received by 10 January 2024, it would be assumed that BSW had abandoned the job.

They also stated:

• No BSW employee would be allowed on the property until a formal written response was received.
• Failure to respond would result in escalation to Trading Standards or legal action.

10 January — No Proper Response, Only an Email From Woolner

On 10 January, the homeowners sent the same message to John Coleridge, Michael Woolner, and Checkatrade.

Woolner replied by email stating that work would resume on 22 January 2024.

No letter on headed paper was ever provided.

22 January — Another No‑Show

On 22 January, the date BSW claimed they would return, no builders arrived.
By 09:50, there was still no sign of anyone attending.

30 January — Final Letter Sent to BSW and Companies House

On 30 January, the homeowners sent a formal letter to BSW Special Building Projects, stating that:

• Since BSW had not replied in the required format,
• And since they had not returned to the property,
• The homeowners now assumed BSW had abandoned the job.

They informed BSW that:

• Independent builders and a surveyor had assessed the work.
• It would cost £15,000–£20,000 to put right the defective work and complete the project.
• Most of this money had already been paid to BSW.

A copy of the letter was sent to Companies House, along with a query about the company’s use of two different names:

• Payments were made to Special Building Projects Limited,
• But emails were sent from Construction Projects Limited.

They asked Companies House whether the company had two registered names.

January Ends With No Return, No Accountability, and a £31,580 Estimate to Put Things Right

By the end of January 2024:

• BSW had not returned to the property.
• They had not provided the required letter on headed paper.
• They had not given a start date or finish date.
• They had not responded to the homeowners’ formal questions.
• Independent builders confirmed the work was defective and incomplete.
• The cost to put things right was now tens of thousands of pounds.
• The homeowners were forced to escalate the matter to Companies House, Checkatrade, and potentially Trading Standards.

February opened with yet another promise from BSW that the team would return, but—as had become routine—nothing materialised. The homeowners continued escalating the matter with Companies House and Checkatrade, seeking accountability and clarity.

1 February — Another Promise From BSW

On 1 February 2024, the homeowners received a message from John Coleridge, stating that:

• The team would be returning, and
• They would send the formal letter the homeowners had repeatedly requested.

Despite this assurance, no letter arrived, and no workers attended.

9 February — Companies House Advises Further Action

On 9 February, the homeowners telephoned Companies House for guidance. They were advised to:

• Send an email outlining the full details of the situation.
• Contact Checkatrade again and request that they obtain and forward the architect’s report from the inspection carried out on 8 February 2024.

This advice highlighted the seriousness of the situation: independent authorities were now recommending written escalation and formal documentation.

February Ends With No Return and No Letter

By the end of February 2024:

• BSW had still not returned to the property.
• The promised letter on company headed paper had not been provided.
• The homeowners were forced to continue chasing Companies House and Checkatrade for support.
• The architect’s report—an important piece of evidence—had still not been forwarded to them.

The pattern of broken promises, delays, and lack of accountability continued into the new year, leaving the homeowners with no progress and no clarity.

March 2024 brought the first official confirmation from an external body that the homeowners had been right all along: the work carried out by BSW was substandard. But despite this acknowledgement, the resolution offered fell far short of the financial damage caused.

1 March — Checkatrade Guarantee Confirms Substandard Work

On 1 March 2024, the homeowners received an email from the Checkatrade Guarantee Team. The message stated:

• The surveyor’s report had been received.
• The surveyor found the work carried out at the property to be substandard.
• The cost of rectifying the defective work was assessed at £6,148.49.
• BSW was no longer a Checkatrade member.
• Checkatrade would uphold the claim and reimburse the homeowners £1,000.

The email emphasised that:

• Checkatrade “takes all complaints very seriously.”
• The trade would not be reconsidered for membership.
• The homeowners should telephone to provide bank details, as these could not be accepted by email.

Although the acknowledgement of poor workmanship was significant, the homeowners were deeply disappointed that the compensation was capped at £1,000, despite the rectification estimate being more than six times higher, and despite independent builders quoting £15,000–£31,580 to put the property right.

9 March — Companies House Advises Further Action

On 9 March 2024, the homeowners telephoned Companies House again. They were advised to:

• Send an email detailing the situation.
• Contact Checkatrade and request that the architect’s report from the inspection on 8 February 2024 be forwarded to them.

This reinforced the need for formal documentation as the situation continued to escalate.

March Ends With Recognition — But No Real Remedy

By the end of March 2024:

• The homeowners finally had official confirmation that BSW’s work was substandard.
• They received only £1,000, despite losses and repair costs far exceeding that amount.
• BSW remained unresponsive and had not returned to the property.
• The homeowners were still chasing Companies House and Checkatrade for documentation and accountability.

The month provided validation — but no meaningful resolution.

By August 2024, the homeowners had exhausted every avenue available to them—Checkatrade, Companies House, Citizens Advice, Age UK, independent builders, and formal letters to BSW. With the builders gone, the conservatory unfinished, the garage leaking, and tens of thousands of pounds of defective work left behind, they turned to their bank as a last resort.

It was BSW that were contacted to carry out the work, but payment was requested to be made to Special Building Projects.

They hoped Lloyds Bank would recognise the situation as authorised push payment fraud, given that the builders had taken more than £45,000, completed only a fraction of the work, and then disappeared.

Instead, they received a letter that added yet another layer of frustration.

9 August 2024 — Lloyds Bank Rejects the Claim

On 9 August 2024, the homeowners received a formal letter from Lloyds Bank Customer Services. The letter began with an apology for the delay in responding, but quickly made it clear that the bank would not be helping them recover any of the money they had lost.

The bank summarised the situation:

• The homeowners had found John Coleridge through Checkatrade.
• They had paid over £45,000 to Special Building Projects Limited between October 2022 and April 2023.
• Only around 70% of the work had been completed, and much of it was substandard.
• Woolner had repeatedly promised to return but had not been seen since 24 November 2023.
• Citizens Advice had advised the homeowners to raise an authorised push payment (APP) fraud claim.

Despite this, Lloyds Bank concluded:

• The payments were made to a genuine company, not a fraudulent account.
• The builders had completed “so much work,” even if poorly.
• Therefore, the situation was a civil dispute, not a scam.
• The Contingent Reimbursement Model (CRM) Code did not apply.

The letter stated:

“The code doesn’t apply in situations where a customer has paid a legitimate supplier for goods or services but hasn’t received them, or the customer isn’t happy with what they’ve received.”

Lloyds Bank concluded:

“We consider this to be a private civil dispute… we can’t help you resolve the problems you’re facing.”

The letter was signed by Stuart Brook, Complaint Manager.

August Ends With No Support and No Accountability

By the end of August 2024:

• The builders had abandoned the project.
• Checkatrade had removed BSW from their register but offered only £1,000 in compensation.
• Independent builders estimated £15,000–£31,580 to put the work right.
• Companies House was reviewing the company’s structure and naming inconsistencies.
• Lloyds Bank refused to reimburse any of the £45,544.40 paid.

The homeowners were left with:

• A half‑finished home
• A leaking garage
• An unbuilt conservatory
• Unsafe electrics and plumbing
• Structural issues
• And no organisation willing to take responsibility

By early 2025, the homeowners had endured more than two years of delays, broken promises, and incomplete work. After months of silence from BSW, frustration reached a breaking point — leading to a direct confrontation that finally prompted Woolner to re‑engage.

30 March 2025 — A Public Confrontation at Woolner’s Home

On 30 March 2025, after exhausting every formal channel and receiving no meaningful response from BSW, the homeowners went to Michael Woolner’s home. Standing outside with a megaphone, they called him a cowboy builder and demanded accountability for the unfinished and defective work at their property.

Woolner eventually came outside. He told them he would return to discuss the work once their surveyor was present, signalling the first commitment he had made in more than a year.

By spring 2025, the homeowners had long accepted that BSW had abandoned the project. They had received no work, no communication, and no accountability since late 2023. Then, unexpectedly, Woolner resurfaced.

What followed was a cautious attempt to reopen dialogue — but only under the supervision of a surveyor.

4 April 2025 — Woolner Contacts the Homeowners After 18 Months

On 4 April 2025, at 12:15, the homeowners received a surprising text message from Michael Woolner, who had not attended the property since November 2023:

“Afternoon Sue, I haven’t heard back from you both. I really do want to get your issues sorted out. You trust and like Sean. Shall I get Sean and Paul to come round Monday morning, and you can go through all the issues, and he will take control and get the jobs done, please let me know your thoughts. Regards Michael.”

The homeowners replied at 13:47, explaining that:

• They had already arranged for their surveyor to attend on 1 May 2025 at 10:00.
• They wanted Woolner and Sean to attend with the surveyor present, so everything could be discussed openly and professionally.
• They wished to resolve matters “on friendly terms,” but only with proper oversight.
• They also expressed sympathy regarding Woolner’s son.

5 April 2025 — Seeking Advice From Authorities

On 5 April, the homeowners telephoned:

• Citizens Advice Legal Team
• Action Fraud
• Lloyds Bank Fraud Team

They sought guidance on how to proceed, given the long history of broken promises, financial loss, and defective work.

22 April 2025 — Confirming the Meeting

On 22 April, the homeowners texted Woolner:

“Please can you let us know if you are coming on Thursday 1st May at 10 o’clock to talk about the work on the house with the surveyor… please let us know yes or no because it will be a waste of his time.”

Woolner replied:

“Evening Sue, me and Sean was only talking about it today checking the date. Yes, me and Sean will be with you at 10 o’clock. Regards Michael.”

The homeowners confirmed:

“Thank you see you both then.”

24 April 2025 — Formal Letter Sent to Sean Connelly

On 24 April, the homeowners sent a formal letter to Sean Mark Connelly, 43 Payne Avenue, Wisbech:

“Hello Sean… it is nice to know that both you and Michael are coming to our house to discuss the work… Our architect/surveyor will be present…
The meeting is Thursday 1st May 2025 at 10 AM.
Thank you very much. See you soon. Tony and Sue Wade.”

This letter ensured that both men had written notice of the meeting and its purpose.

30 April 2025 — Final Reminder Before the Meeting

On 30 April, the homeowners sent a gentle reminder:

“Hello Michael, this is just a gentle reminder that you and Sean are coming to our house at 10 o’clock… to talk to us and the surveyor about the work on our house as you promised, see you both tomorrow.”

A follow‑up clarified the time:

“Michael it’s 10 o’clock not eight… Sorry fat fingers… Ok done it myself.”

April Ends With a Meeting Scheduled — But No Certainty

By the end of April 2025:

• Woolner had unexpectedly re‑established contact.
• A formal meeting was arranged for 1 May 2025, with the surveyor present.
• The homeowners remained cautious, given the long history of broken commitments.
• They hoped this meeting might finally bring clarity — or at least closure

After more than eighteen months of delays, broken promises, and abandoned work, 1 May 2025 finally brought the meeting the homeowners had been pushing for. It was the first time since November 2023 that the builders had stood inside the property to discuss the damage they had caused.

1 May 2025 — Woolner, Connelly, and the Surveyor Meet at the Property

On 1 May 2025, Michael Woolner arrived at the property accompanied by Sean Connelly. Woolner’s partner Sarah also attended. Both Sarah and Sean were directors of Special Building Projects Limited.

The homeowners’ surveyor, Matthew Hall, was present to oversee the discussion and ensure that all issues were formally acknowledged.

During the meeting:

• Woolner claimed that John Coleridge had told him the homeowners did not want BSW to return.
  • The homeowners stated this was completely untrue.
• Woolner said he would provide a written start date and end date for completing all remaining work and correcting all defects.
  • He said this would be provided after the homeowners returned from their holiday in June 2025.
• Woolner also requested £2,000, despite the extensive list of unfinished and defective work.

The homeowners then handed Woolner a comprehensive list of outstanding work, which included structural issues, leaks, unfinished plumbing, electrical faults, missing fittings, and defective workmanship.

Outstanding Work List Provided to Woolner (1 May 2025)

1. Floor inside front door not supported
2. Door frame not square; wood dented on overhead frame
3. Kitchen worktops blown; no side panel fitted
4. Sink not fitted properly
5. Wall panelling loose again
6. Wooden shelves bowed
7. Shelf brackets not level
8. Under‑shelf lighting not fitted
9. Shelf brackets not fitted
10. Dining room radiators not fitted
11. Radiator pipes not fixed to wall
12. Poor plastering in dining room
13. Back passageway radiator not fitted
14. New bathroom door not fitted properly
15. Glass not fitted in back passageway
16. Wooden frame to utility room and conservatory exposed to rain and weather
17. Conservatory untouched; existing frame now unusable
18. Footpath alongside garage not laid
19. Rear driveway drain still incorrect
20. Outside tap not fitted correctly
21. Garage roof not completed
22. Flat roof over kitchen and utility room leaking
23. Extractor fans in shower room have no outlet to outside
24. No ditch dug for conservatory soakaway; no pipe laid
25. Neighbour’s guttering broken by Stuart and still not repaired
26. Three new doors required plus one replacement
27. Architraves to be fitted
28. Hot tap in utility room not working
29. Extractor fan over kitchen hob not completed
30. Towel radiator in original bathroom still leaking
31. Inspection hatch to sewer in new shower room not done
32. L‑shaped corner piece for kitchen wall cladding and ceiling sealant missing
33. Plinth board under unit too tight
34. Loose plinth board under dishwasher
35. Additional pump required in attic to supply hot water to new system

The list demonstrated the scale of the unfinished and defective work left behind by BSW.

Late May 2025 — Woolner Checks Holiday Dates

On 27 May 2025, Woolner texted:

“Morning, hope you are both well. Just checking when you are on holiday and when you come back. Thanks Michael.”

The homeowners replied at 13:31:

“Hi, thank you for getting back to us. We are away this weekend and back on 22 June… if back sooner, we will let you know.”

Woolner responded:

“Thanks for update and hope you are having a good time. It’s raining.”

This was the last communication recorded for May.

May Ends With Promises — But No Written Schedule Yet

By the end of May 2025:

• Woolner had promised a written start and finish date, but had not yet provided it.
• The homeowners had supplied a full list of defects in front of a surveyor.
• Woolner had requested £2,000, despite the extensive remedial work required.
• The homeowners were preparing to leave for their holiday, hoping that upon their return, BSW would finally provide the written plan they had promised

After the meeting on 1 May 2025, the homeowners left for their planned holiday, expecting that upon their return, Michael Woolner would provide the written start and finish dates he had promised in front of their surveyor. Instead, June brought yet another round of delays, excuses, and shifting explanations.

16 June 2025 — The Homeowners Request a Start Date

On 16 June 2025, the homeowners returned from their holiday and immediately contacted Woolner. They reminded him of his commitment to provide:

• A start date
• A completion date
• A written contract confirming both

They gave him until Monday, 23 June 2025, to reply.

Their message at 18:34 read:

“Hi Michael, we are now back home so will you send us a message of the date when you intend to start the work on the bungalow. We also need a contract of when you start and should finish. We would like to have a reply by Monday 23 June. Wait to hear from you. Sue.”

20 June 2025 — Woolner Responds With Another Excuse

By 20 June, no reply had been received. The homeowners emailed him again using his new email address.

Later that day, Woolner finally responded:

“Evening Sue, I just found an email that was in my junk. I have to take Sarah to hospital on Monday; I just need to see how she is and when she will be home. I will then be able to give you a start date. I will talk to Kenny over the weekend and arrange for him to do the garage roof. I will update you once I have spoken to him. Regards Michael.”

The homeowners replied:

“Thank you for replying, hope your wife is alright. Wait to hear from you. Sue and Tony.”

21 June 2025 — Another Delay

On 21 June, Woolner sent another message, stating that his lack of communication was due to his wife’s situation and that he would contact them again after Monday, 23 June 2025.

No start date was provided.
No written contract was provided.
No confirmation was given that any work would resume.

June Ends With More Promises — But Still No Action

By the end of June 2025:

• Woolner had still not provided the written start and finish dates he promised in front of the surveyor.
• He had not confirmed when work would resume.
• He had not arranged for the garage roof contractor, despite saying he would.
• The homeowners were once again left waiting, with no clarity and no progress.

July 2025 brought yet another cycle of promises, delays, rescheduled meetings, and shifting explanations from Michael Woolner. But for the first time in nearly two years, one small piece of work — the garage roof — was finally completed properly by an external tradesman.

8 July 2025 — Woolner Proposes a New Start Date

On 8 July 2025, at 07:10, Woolner sent a message saying he wished to return to the property to resume work on Monday, 21 July 2025:

“Morning, I would like to start a week on Monday if that’s ok with you? Regards Michael.”

The homeowners began arranging a meeting with their surveyor, Matthew Hall, to ensure oversight.

10–11 July 2025 — Confirmation and Confusion

On 10 July, the homeowners emailed Woolner at 15:30 confirming he could attend on 21 July.

On 11 July, at 17:11, Woolner replied:

“Evening Sue, it hasn’t come in my inbox. I will have a look in my junk and let you know. Thanks Michael.”

This mirrored previous occasions where he claimed not to have received emails.

20 July 2025 — Another Change of Plan

On 20 July, at 11:06, Woolner messaged again:

“Morning Sue/Tony, Sorry I didn’t get back to you last week, but I was back and forward with Harry. I am taking him back on Monday so I will be with you on Tuesday, and we can go through all of the outstanding works and agree a timescale. Regards Michael.”

The homeowners accepted and asked for a time. Woolner offered 8:30 or 4:00, and they chose 8:30.

22 July 2025 — More Delays, More Rearranging

At 06:47 on 22 July, Woolner cancelled again:

“Morning, I cannot make this morning as Harry had a bad night… I will be with you tomorrow morning. If there is any reason I cannot come Sean will come instead. Sorry to mess you around.”

The homeowners agreed.

Later that afternoon, at 16:07, he messaged again:

“I will need to pop back in the morning to settle him so I can come at 10 o’clock if that’s ok.”

The homeowners confirmed and notified Matthew Hall.

Woolner also added:

“Kenny roofer just rang me, and he is going to pop round this week and arrange to do the garage roof.”

23 July 2025 — A Meeting at Last

On 23 July, Woolner visited the property. He explained:

• He would be sending hired tradesmen to complete the remaining work.
• He would only pay them once the homeowners confirmed they were satisfied.
• Kenny, the roofer, had returned after two years since the original request.
• Kenny inspected the garage roof and planned to return on Saturday to complete it.

Earlier that morning, Woolner had asked:

“Is Matthew meeting us today? If so, do you want me to text you when I am 30 min away?”

He later confirmed he was “30 minutes away.”

That evening, at 17:10, he wrote:

“I have told Kenny to go ahead and do roof.”

26 July 2025 — The Garage Roof Finally Completed

On 26 July, Kenny arrived at 07:45 and worked until 09:20.
He completed the garage roof to a good standard — the first properly completed job since 2022.

Afterwards, Woolner phoned the homeowners to ask whether they were satisfied. They confirmed that they were.

Woolner then said he would now turn his attention to arranging plumbers next.

July Ends With One Job Completed — But No Progress on the Rest

By the end of July 2025:

• The garage roof was finally repaired after two years of delays.
• Woolner continued to rearrange meetings and change dates at short notice.
• No written schedule, contract, or start date had been provided.
• The homeowners still faced a long list of unresolved structural, plumbing, electrical, and finishing issues.
• The surveyor remained involved to ensure accountability.

By September 2025, the homeowners had returned from their holiday hoping that the commitments made in July would finally lead to progress. Instead, the same familiar pattern re‑emerged: promises, postponements, and repeated failures to attend.

16 September 2025 — The Homeowners Return and Contact Woolner

On 16 September 2025, the homeowners informed Michael Woolner that they were back home:

“Just to say we are back.”

Woolner replied:

“I will organise carpenter Dan to come on Monday.”

The homeowners acknowledged:

“Ok.”

No confirmation of time or details followed.

21 September 2025 — Request for Details About Dan

On 21 September, at 18:48, the homeowners messaged again:

“Hi, what time is Dan coming tomorrow, can you let us know or send his phone numbers so we can call him, thank you, Sue.”

No reply came that evening.

22 September 2025 — Another Cancellation and More Promises

At 06:49 on 22 September, Woolner finally responded:

“Morning, Dan can’t make today but will be with you tomorrow. Howdens many internal doors are needed. I will collect them and drop them off. I will arrange Nathan (plumber) to come and do plumbing. I will let you know which day he is coming. Regards Michael.
That should have said how many doors are needed.”

The homeowners replied with the list:

“Two half glass and one full and one for the bathroom reduced and architraves for 2 doors bedroom and two for dining room…”

Woolner responded:

“Thanks.”

Later that morning, the homeowners asked:

“Hi, can you please say you will be bringing the doors today and if so, will it be in the morning or afternoon…?”

No answer was given.

23 September 2025 — Doors Not Collected

On 23 September, at 07:29, Woolner wrote:

“Morning, sorry I didn’t get time to collect doors. I will get them and drop them off and give you Dan’s number so you can arrange fitting.”

The homeowners asked:

“Ok what time are you coming with doors?”

Woolner replied:

“Won’t be until late afternoon.”

The homeowners confirmed:

“Ok.”

They also sent the specific door and handle details needed. Woolner responded with a thumbs‑up icon.

24 September 2025 — Another Delay and More Rearranging

At 08:23, Woolner messaged:

“Morning, I have an issue with Harry so I will bring him home. I will keep him until Sunday so I will be with you first thing Monday morning. I will book Dan in for Monday morning so all carpentry could be sorted out. I have organised for Nathan (plumber) to come and do outstanding plumbing work. Regards Michael.”

The homeowners replied:

“Hi OK what day is Nathan coming? See you and Dan on Monday. Don’t let us down please, Sue.”

26 September 2025 — Request for Confirmation

On 26 September, at 17:13, the homeowners asked:

“Can you please phone me today and let me know what time you’re coming on Monday and what time Dan is coming Monday or send me his phone numbers…”

No reply came that day.

29 September 2025 — More Promises, More Delays

At 06:36 on 29 September, Woolner wrote:

“Morning, I will be round today to drop the doors off and check if there is anything else you need carpentry wise. I will leave you with Ben (carpenter) and Nathan (plumber) numbers. Regards Michael.”

The homeowners replied:

“OK.”

At 13:33, they asked:

“Hi Michael, do you know about what time you’re coming with the doors…?”

Woolner replied:

“Afternoon about 3 o’clock if that’s OK?”

They confirmed:

“Yes, that is good see you then.”

At 15:19, Woolner messaged again:

“I’m still in Cambridge job took longer than hoped. I have put back tomorrow’s job so I can be with you in the morning.”

30 September 2025 — Still No Doors Delivered

At 07:09, Woolner sent:

“Nathan plumber’s number… Carpenters number. See you a bit later, are you going out anytime today?”

The homeowners replied:

“We’re going out this morning; I’ll phone when we are back.”

Later that morning, at 10:24, they messaged again:

“Hi, we’re on our way home… let us know if you are coming today… hope to see you soon.”

At 12:30, they sent:

“Hi home now for rest of the day.”

No further messages were received, and the doors were still not delivered.

September Ends With No Doors, No Tradesmen, and No Progress

By the end of September 2025:

• Carpenter Dan never attended.
• Plumber Nathan never attended.
• The doors were never delivered.
• Woolner repeatedly changed dates and times, citing personal issues.
• No carpentry, plumbing, or internal work was completed.
• The homeowners were left waiting yet again, with no clarity and no progress.

October 2025 continued the same exhausting pattern the homeowners had endured for nearly three years: repeated promises from Michael Woolner, followed by cancellations, excuses, and a complete failure to deliver materials or tradesmen. Despite the homeowners’ patience and constant communication, no meaningful progress was made.

2 October 2025 — The Homeowners Demand the Doors

By 2 October, the homeowners had still not received the internal doors Woolner had promised to deliver “this week.” At 17:03, they sent a firm message:

“Michael where are my doors… we have tried to call Dan and his phone is turned off… Monday morning I want to see my doors… we’re getting fed up with it.”

Woolner replied with a defensive message:

“I’ve just not had time but hopefully will next week… You know I’m trying to get sorted… I am juggling everything as well as having a son who is dying… Don’t judge someone until you have walked in their shoes.”

The homeowners responded calmly:

“Put yourself in our situation… let’s get it done so we can both have a quieter life and enjoy our old age.”

9 October 2025 — The Homeowners Ask Again

Seven days passed with no update. On 9 October, at 09:06, the homeowners wrote:

“It is 7 days since we had a message from you… when are you getting the things for the men to come and do the work… the weather is changing and I would like some heating in my dining room… please get the work done.”

Woolner replied:

“I’m seeing Nathan today… Sean is looking for another chippy… I will update you.”

The homeowners asked for Sean’s number.

13 October 2025 — Nathan Gives a Plumbing Date

On 13 October, the homeowners informed Woolner:

“Nathan has given us a date to start the plumbing — 27–28. Can you get the plumbing things to our house before that date… and bring the doors at the same time?”

No confirmation was given.

17 October 2025 — Flooring Problems and More Delays

On 17 October, the homeowners contacted Woolner again:

“We have been to Howdens to see why the kitchen floor is peeling off… did you get the flooring from them?… What day will you bring the plumbing materials?”

Woolner replied:

“When I get home I will check. Also I think I found a carpenter.”

20 October 2025 — Nathan Scheduled for Next Monday

On 20 October, Woolner wrote:

“Morning, Nathan coming next Monday so I will get stuff delivered this week… I am trying to start flooring… when did we lay it roughly so I can trace?”

The homeowners replied that they believed it was December 2022 and asked him to confirm when he would be coming so they could make space.

22–24 October 2025 — No Materials Delivered

On 22 October, the homeowners asked:

“Nathan coming Monday at 8 o’clock — which day are you coming with the stuff for him?”

No reply.

On 23 October, they wrote again:

“Can you please reply… I take it you’re not coming today… I don’t want Nathan waiting here on Monday for you to bring things.”

Still no reply.

On 24 October, at 06:29, Woolner finally responded:

“Morning, sorry for not replying earlier… I will make nice and hot stuff for Monday.”

The homeowners acknowledged:

“Thanks.”

26–27 October 2025 — Nathan Cannot Start Without Materials

On 26 October, the homeowners wrote:

“Michael, Nathan has been on the phone about tomorrow — please can you call him.”

At 17:25, Woolner replied:

“Evening, sorry I just got in from taking Harry back. I will give him a chase.”

On 27 October, the homeowners asked again:

“Can you get the things here tomorrow… message me back now please.”

Woolner replied:

“Yes… will be sorted later today.”

The homeowners asked:

“So are you coming later today?”

Woolner responded only with a thumbs‑up icon.

That evening, they asked again:

“Are you still coming tonight?… Don’t mess Nathan about… let me know.”

No reply.

28 October 2025 — More Excuses About Harry

On 28 October, at 06:12, Woolner wrote:

“Morning, I have dated Nathan… I’ll get stuff sorted and get him back… just having to sort Harry out with his new accommodation… I’ve sorted contract and will get his details over to you.”

The homeowners replied:

“Please… it is getting cold in the dining room and kitchen with no heating.”

Woolner responded with a thumbs‑up icon.

29 October 2025 — The Homeowners Ask for Delivery Again

On 29 October, at 07:24, the homeowners wrote:

“I’ve talked to Nathan — what day are you coming with the things for him to start? Why don’t you order it and have it delivered?… How long will we have to wait for the doors?… It is cold in the dining room… can you get the things here for tomorrow or can Sean bring it?”

Woolner replied:

“I am home tomorrow… I will get stuff ordered and delivered and send you delivery note.”

October Ends With No Doors, No Materials, and No Work Started

By the end of October 2025:

• The doors had still not been delivered.
• The plumbing materials had still not been delivered.
• Carpenter Dan never attended.
• Plumber Nathan could not start because nothing had been supplied.
• The dining room and kitchen remained without heating.
• The homeowners continued to chase Woolner daily, receiving only excuses and delays.

Nearly three years after the project began, the homeowners were still waiting for basic materials — and still living in an unfinished, cold home

November 2025 continued the same exhausting cycle the homeowners had endured for nearly three years: promises, excuses, and no actual progress. Despite repeated assurances from Michael Woolner, neither the plumbing materials nor the internal doors were delivered, leaving the homeowners without heating and unable to move forward with any repairs.

3 November 2025 — The Homeowners Demand Answers Again

On 3 November, at 09:19, the homeowners sent a direct message to Woolner:

“When is the plumbing things coming? You should have ordered it last week. Stop messing us about.”

No reply came that day.

4 November 2025 — Woolner Responds With More Delays

At 07:12 on 4 November, Woolner finally replied:

“Morning, sorry for late reply, I’ve been trying to get hold of Nathan to see when he can come. If I cannot get date from Nathan I will be with you on Friday to complete that part of work. I’m still trying to get a carpenter. Regards Michael.”

Later that afternoon, at 16:47, the homeowners sent a firm message:

“Michael, we want all the plumbing things to be delivered by 12:00 Monday morning 15th December 2025 and the doors. You say things and don’t carry them out, so if everything is here then we know you’ll do it. Let us know if you intend to bring the stuff by tomorrow or Sunday. Thank you.”

They corrected a typo in a follow‑up message.

November Ends With No Materials and No Progress

By the end of November 2025:

• No plumbing materials had been delivered.
• No internal doors had been delivered.
• Plumber Nathan still could not start.
• Carpenter Dan had never attended.
• The dining room and kitchen remained without heating.
• Woolner continued to cite personal issues while failing to deliver anything he promised.

Nearly three years after the project began, the homeowners were still waiting for basic materials — and still living in an unfinished, cold home