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Two X-Ray viewers say they've been left devastated after work to install cavity wall insulation in their homes appears to have gone wrong.

Louise Burt from Cwmbran and John Littleford from Port Talbot both had the insulation installed by the Mark Group, one of Britain's leading insulation companies.

The idea behind cavity wall insulation is simple - holes are drilled in your walls and then the gaps or cavities between the walls are pumped full of insulation. It stops heat loss through the walls. But it isn't suitable for every house.

Duncan McCombie from the Energy Saving Trust Wales explained why, "There's a number of reasons why you need to explore and do your research before you actually go ahead - there are properties where you don't have a cavity to start with. There are also properties where the cavity is too small.

"Other areas [unsuitable] are cavities full of rubble or where there's a lot of damp or actually there's driving rain against the wall. In which case that moisture would get through and that would be a problem within the cavity.

"So it's useful in a lot of situations but not in every situation at all."

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Back in 2007, Louise Burt decided to have cavity wall insulation installed at her home in Cwmbran.

Two years later damp began appearing on the walls. The Mark Group agreed to remove the insulation in what they described as a gesture of goodwill. They also sealed cracks in the outside wall of her home - which they claim caused the damp.

Since then two separate sub-contractors have tried to repair the damage inside her home. Neither did the job to a standard Louise was happy with. One, she says, failed to properly attach a pipe in her kitchen.

She told X-Ray the whole process has been devastating, "It all proved too much for me. I broke down and then I had a heart attack. I was in the hospital for about a week. I came out and the next day the pipe they hadn't secured properly to the wall came off and flooded the house."

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In Port Talbot, John Littleford has also had to have cavity wall insulation removed and contractors have been in twice to redecorate. He explained, "The Mark Group said to me, don't worry - it'll all be done back to brand new. It wouldn't be a problem. I haven't got to worry at all. But here we are a year on, they've decorated twice, it's fallen off the wall twice."

And he says for the last nine months the dining room has been out of bounds because of the smell of damp.

He complained and the Mark Group sent in surveyors. Their report accepted there had been poor workmanship, but also found that cracks on the outside wall of the house had contributed to the problems and therefore the Mark Group should only pay half the cost of putting it right - ÂŁ1,750.

X-Ray asked surveyor Tim Davies to take a look at both homes to see what he thought.

At Louise's he told us he believed her house was never suitable for cavity wall insulation in the first place.

And he said the insulation had not been fully removed: "They're supposed to have removed all these fibres, and obviously they haven't. It's still quite damp. There's moisture in those fibres."

In Port Talbot he reached a similar conclusion, "I can still see there's fibre left in the cavity there. It is a problem. It should have all been removed and will cause further dampness."

"You can have a look at the cracking in the wall - one of the symptoms or indicators that this isn't a suitable house for fibre-fill cavity wall insulation."

The Mark Group has responded to both complaints. They say they insulate 250,000 homes a year and that only a tiny percentage have any problems. They describe both these cases as exceptional and say in the rare occasions when there are issues they make it a priority to put matters right.

The Mark Group also deny that the houses weren't suitable for cavity-wall insulation and say they made comprehensive assessments on each one before the work was done.

They say they're happy to consider compensation on the basis of the costs both Louise and John have incurred. So far they've offered Louise ÂŁ240 and ÂŁ1,750 for John. Both have refused the offers saying they are inadequate.

If you would like to get in touch with X-Ray, click here to pass on your comments to the team.

The Walk car park in Ebbw Vale

X-Ray has good news for people who feel they’ve been unfairly charged for parking at The Walk in Ebbw Vale since Excel Parking Services Limited took over the running of the facility this autumn.Ěý

After we contacted the landowner of The Walk, they’ve “instructed” Excel Parking Services Limited to cancel multiple tickets issued to blue badge holders who hadn’t realised they needed to pay to park there -Ěý and refund administration fees where valid tickets had been purchased but motorists had received parking charge notices.

Although everyone who used the car park should have been charged to park there, in the past blue badge holders weren’t penalised if they hadn’t paid and displayed a valid ticket.Ěý

Excel Parking Services began issuing parking charge notices to registered owners they had traced using the DVLA’s database and Automatic Number Plate Recognition cameras installed at the car park.Ěý

Some drivers received several charges of ÂŁ60 a time, before they realised there was a new regime in force at The Walk.Ěý Pat Dobbs told X-Ray, “It's upsetting a lot of people, they don't want to come in here and park because they're too afraid to park in case they have a fine.”

Local Councillor John Rogers and MP Nick Smith leant their weight to the campaign for clearer signs and a more lenient approach from Excel Parking Services.Ěý The company was also criticised for charging a ten pound administration fee to drivers who have had their charges overturned on appeal.

Susan Lewis from Brynmawr received a letter from Excel demanding payment - even though the photographic evidence from Excel showed she left the car park thirty seven minutes before her time was up.Ěý

She told X-Ray, “They are saying I didn't display my ticket.Ěý I did display my ticket!Ěý I'm not acknowledging this firm at all. I've got a ticket.Ěý

“If they want to take me to court, they can take me to court, perhaps they can spend a bit of money they've had off innocent people.”

Excel Parking Services say they follow the British Parking Association guidelines in the running of the car park.Ěý They advise anyone who feels they've received a parking charge notice in error to contact them in writing so they can investigate.Ěý

Derrick Brown did just that, but was unhappy with the response he got from Excel.Ěý Derrick uses a wheelchair and couldn't access the ticket machine because a car was parked in the bay next to the machine.Ěý He says he waited five to 10 minutes, but there was no attendant he could ask for help.Ěý Derrick took a photo of the car that had prevented him from buying a ticket. So when he got a letter from Excel demanding ÂŁ60, he wrote to appeal.

He said, “Within about five days I got a reply saying there weren't sufficient grounds for cancelling.” After X-Ray got in touch with Excel, they reviewed Derrick's case and cancelled the notice against him.Ěý

The landowners of The Walk have confirmed they've told Excel Parking to refund all the multiple tickets issued to blue badge holders and any administration fees charged to people with valid tickets up to 23 November 2011 -Ěý which was when they were told of the problem by X-Ray. They've also asked for better signs by the disabled bays.

X-Ray will be monitoring the situation at The Walk.

Excel Parking Services Limited says, “If a motorist believes that they have been issued a PCN [Parking Charge Notice] incorrectly or they consider they have mitigating circumstances, then we invite them to appeal to us in writing.”Ěý

It’s important to clearly say why you feel the charge should not apply.

If you aren’t happy with their response then you can contact the and

If you would like to get in contact with X-Ray, click here to pass on your comments to the team

X-Ray's Lucy is shown around Conwy Trading Standards' secret location containingĚýrecently seized counterfeit goods

Websites advertising fake products are now so convincing you think you’re buying the real thing.

Patricia Wood from Colwyn Bay fell victim to one such scam when she tried to buy a pair of trendy UGG boots on a website called UGG Eden earlier this year.

She told X-Ray she was sure they were real, “I had a look on the internet. I thought they were probably cheaper because they were last seasons.”

She bagged the UGGs - worn by the likes of Kate Moss and Jennifer Aniston - for just ÂŁ82. A real pair can cost between ÂŁ100 and ÂŁ400.

When Patricia’s boots finally turned up she also had suspicions they weren’t genuine, “My immediate first thought when I got them out of the box was, they're not sheepskin and they were a lot shorter than I had expected them to be.”Ěý

We sent Patricia’s boots to a science lab for testing and it turned out they were actually made of cow skin with polyester fake fur inside.

Patricia said she felt cheated, “I could have got a copy in any shoe store for a lot less money - £20 to £30. I just think it's a big rip off.

“For a pair of real sheep skin boots, it was a very good price. But for a pair of cheap, pretend sheepskin boots it's a very, very expensive price.”

But UGGs aren’t the only popular present this Christmas being copied.

X-Ray was invited to a secret location in Conwy where the local Trading Standards takes all its seized counterfeits for investigation.

Enforcement Officer John Donnolley showed us around pointing out what they’ve recently got hold of.

He told us, “One of the major problems we have at the moment is that the counterfeit products are actually being sold for close to the real price – they’re targeting prices so people believe they're the genuine product,” he said.

“We bought a particular fake Ben Ten car where the wheels were damaged and the paint was poisonous so we seized the lot from the store holder.”

And John adds that it’s a massive problem for the economy, “I think we're talking trillions of pounds across the world, at least 23 billion in the UK, and locally even within Conwy or North Wales 2-3 million a year lost to local traders.

“It puts people out of work. We're getting more and more complaints with regard to counterfeit goods. Medicines, alcohol, tobacco, you name it, printer cartridges, it can be counterfeited.”

But how can we avoid buying them?

John says it’s all about the price, “If you're paying £50 for something that's £300 you need a bit of common sense sometimes and think it's not possibly going to be the right thing, so shop around again.”

If you would like to get in contact with X-Ray click here to pass on your comments to the team.

Gareth Davies and two friends signed up to a contract in 2010 through letting agent, Kingstons Residential; bagging themselves a three bedroom flat in Cathays costing ÂŁ680 a month for a year.

But when they took it over last summer unexpected problems appeared in Gareth's bedroom.
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He told X Ray, “We saw mould behind the wardrobe and behind some other furniture. The wallpaper was peeling off as well in certain areas. It was a bit more disappointing than I was expecting.”

The letting agency said they would send someone out to look at it but when he moved in at the start of the autumn term Gareth said nothing had been done.

And the smell of damp in the room was getting continually worse, “It was a nightmare to be honest. As soon as you'd open the door [the smell] would just hit you.”

The students complained again and contractors did come out to quote and eventually they were told work would start – but this was six weeks after Gareth had moved in.

He began sleeping on the sofa and was eventually moved to another flat, with a group of strangers, for the duration of the work.

The work was expected to take two weeks but the room was still unfinished for several days after that.

X-Ray asked why it took so long to repair the damp. The director of the letting agency, Kingstons - Omar Moulani, said that according to the notes on their system the damp, “was only picked up in September”. He says they then tried getting the problems sorted. He also says that in this contract the landlord carries out all the maintenance.

Landlord Mr Mehmood has admitted there were delays while he got quotes for the work on Gareth's bedroom.

X-Ray asked environmental health officer, Julie Barratt to take a look around the flat. But she picked up on many more problems - including damp, condensation, a rotting window sill, filthy carpets and unsafe floorboards.Ěý

She told the programme, “There are quite considerable problems with condensation [in the living room] which aren't going to improve unless you crank up the heating and keep the windows open - and I can quite understand why you can't afford to do that.

“It's effectively making the living room very difficult to be in.

“The issue with the floorboards up the stairs - that needs to be sorted because there's a definite tripping hazard.

“There's dampness upstairs on the wall by the bathroom. It's not certain what's causing it but it definitely needs some investigation because it's moving quite quickly across the wall.”

So what should have happened in Gareth’s case?

Julie says students must act fast and keep on the backs of their landlord or letting agent: “You'd want a landlord to act quickly and come round and see if there's a problem or concede that there isn't. But if there is you would want a schedule of works with some understanding of when that work is going to be carried out.

“If you're having a few difficulties get in touch with the Environmental Health Department. Get the Environmental Health Officers round here to do an inspection on the premises and they can talk to the landlord and, if necessary, they can serve a notice on the landlord requiring works to be done.”

Both the lettings agency, Kingstons Residential and the landlord, Tariq Mehmood have responded to X-Ray and say they will address the problems highlighted by Ms Barratt as soon as possible.

They have both also been in contact with the students to offer them financial compensation – but so far they haven’t said how much it will be.

If you would like to get in contact with X-Ray, click here to pass on your comments to the team.

Many people gathered in The Walk car park to complain to X-Ray

Convenient and accessible car parking is important to many of us, especially for blue badge holders who rely on it to make the weekly shop a little easier.Ěý

In the past many people thought that blue badge holders who used The Walk shopping centre at Ebbw Vale could park for free, because parking charges weren’t enforced when they used disabled bays. But that wasn’t the case.Ěý

Now a new parking company has taken over the running of the car park and drivers who didn’t pay and display have been facing hefty charges.

Melvyn Morgan has severe arthritis of the spine and, with his wife Glenda, is a carer for their son Melvyn John who has Down's Syndrome. Melvyn regularly takes Melvyn John shopping at The Walk and they previously displayed their blue badge, like many others, believing it entitled them to free parking. But after using the car park in October, the family received two notices from Excel Parking Service Limited demanding ÂŁ60 for each time they'd parked at The Walk without paying.

Melvyn told Rachel Treadaway-Williams, “I think a lot of people were unaware they had to pay in disabled bay, in front of you there was no sign indicating you had to pay. Later on we were told it was on the machine, but if you were a disabled driver you wouldn’t think of going to the machine.” Glenda added, “It was really upsetting because we never get things like that, we couldn't believe why it was sent at first.”
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Excel Parking Services Limited installed CCTV cameras which use Automatic Number Plate Recognition technology to monitor vehicles as they come and go. This means registration details are fed back to the company running the car park so they can obtain details about the registered keeper from the DVLA in Swansea.

People using the car park are expected to put their car number plate into the machine at the car park when they buy a ticket, so the parking company knows who's paid. But a lot of people who use The Walk car park hadn’t realised what they needed to do.

Barrister, Christopher Rees explained that companies which run car parks assume drivers are agreeing to enter into a contract with them when they use the car parks. He said, “If you refuse to pay any penalty notice that's issued by the firm their only redress is to take you to the county court and try to sue for breach of contract, based on the fact you ignored the signs which were clearly visible.”Ěý

Excel Parking Services Limited recently lost a case at Stockport county court after one motorist refused to pay their charge - because he argued the writing on the company's signs in a car park in England was too small. The judge agreed with him and ordered Excel to pay his costs.

So what about the signage at The Walk? Mr Rees assessed the signage in place when X-Ray filmed at The Walk. He said, “If one drives the car in and looks at the sign on the entrance I would suggest it's so small it would be impossible to read it on parking. If you approach the disabled bays there's no signage at all, I would suggest there ought to be a sign at the disabled bay informing them they have to pay as well.”

Other blue badge holders who’ve been charged for not paying to use disabled bays include Diane Wilkins - who’s a care worker and was charged after driving one of her service users to The Walk. Mary Askew also got a ticket and thinks the signage is inadequate. Gary Cook is refusing to pay the charges after receiving several letters from Excel Parking.

Excel Parking points out that there has been a charge for all parking, including in disabled bays, at The Walk for many years. Although local people say many didn't realise this as the charges were never enforced.Ěý

It's not just blue badge holders who've been affected. Julie and Melvyn Morgan use The Walk car park regularly. They've always paid to use the car park, but they recently ended up receiving two parking notices from Excel Parking. After appealing to the company, the fine was dropped but the couple still faced a ÂŁ10 charge from Excel for admin charges.

Car parks nearby only require drivers to input the last three digits of their registration number. So when new machines appeared at The Walk many people assumed it was the same - and they’ve also received charges. People say they’ve successfully appealed to have the charges dropped, but still face a £10 admin fee. Excel says when a motorist incorrectly enters their registration number they incur processing charges which is why they charge an administration fee.

While we were in the car park we were approached by dozens of people who feel they've been unfairly charged. Amongst them was Claire Gittins who parked at The Walk for 25 minutes when she rushed to help her teenage daughter - a diabetic who was taken ill in the town. She admits she didn't buy a ticket, but appealed to the company to waive the charge because of the circumstances.Ěý They refused and Claire said, “I'm absolutely disgusted.”

Taxi drivers tell us they're boycotting The Walk after being charged for picking up customers, many of whom are disabled. Geoffrey Hornett said, “I’m doing my job.Ěý For picking a ÂŁ3 fare up I’ve got to pay ÂŁ60 out.”

In one of Wales’ most deprived areas, feelings are running high. Mrs Dobb said, “I think they should get from here, because it's upsetting a lot of people. They don't want to come in here and park because they're too afraid to park in case they have a fine. The shops, the whole town is suffering.”

Now the local MP Nick Smith has stepped in to try to help. He’s written to Excel Parking and the British Parking Association to try and resolve the problem. He says, “What we need is effective communication between the car park managers and the local community using this important car park.

“Local people are very cross about it and word of mouth is really important in valley towns, and so it's important it doesn't affect trading, shopping is important, there's a lovely market and they shouldn't be put off by this cack handed parking management at Ebbw Vale.”

Excel Parking Services Limited say they have acted properly in their running of the car park and they say the signs are appropriate. When they took over the car park they allowed a period of 17 days for people to adjust and be educated in the new arrangements before they began to enforce charges, and they follow Guidelines set by the British Parking Association. They are now writing to blue badge holders who've received multiple notices, and will only charge them for the first unpaid ticket.

So is there any legal advice for people who feel they've been unfairly charged?Ěý Christopher Rees says, “I would suggest if they feel they weren’t bound by the terms and conditions, they didn’t see them, it wasn’t properly signed, so they weren’t aware of that, then they should write to the company concerned and inform them that they’re not going to pay the ticket and give their reasons for not doing so.”

Rachel asked, “Is it worth the company taking you to court?” Mr Rees replied, “It’s for the company to decide whether it’s worth time and effort and expense of doing that.”

Speaking on behalf of the local community, Cllr John Rogers said, “People are outraged and quite understandably so. They're extremely worried about the draconian and insensitive way this firm has dealt with the opening of their car park. It is quite appalling.

“It should have been made patently clear at least a fortnight before this firm took over that this was what was going to happen, that disabled bays would be charged for and that people were made totally aware of everything they were expected to do in the car park - this clearly didn't happen.”

According to Cllr Rogers, Blaenau Gwent County Borough Council’s Planning Department have confirmed to him that the CCTV cameras at The Walk haven’t had proper planning permission. He says Excel is disputing the issue, and the dispute is ongoing, but he says, “It does beg the question of whether these cameras are legal or not.”

Want to get in touch with us? Click here to pass on your comments to the team.

Julie's family were left waiting for hours

If you’re taking 19 members of your family on holiday with you, you need a coach…but preferably one that turns up.

Unfortunately that’s exactly what happened to Julie Arnold from Pembroke Dock.

Julie told X-Ray’s Lucy Owen that getting away with her family once a year means the world, “We have my brother, my mother, myĚý children and cousins. We just go to Minehead, every year.
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“One year it was my daughter's wedding so it was her honeymoon and it was just brilliant, really special.”

Every year 19 members of Julie’s family travel together, typically by train. But this year with suitcases, young children and family members with disabilities, Julie though their best bet would be a private coach.

She found Dorset-based Southern Coaches on the internet -Ěýforking out ÂŁ600 for a 24 seater executive coach, “They looked a lovely company, really nice, tidy, comfortable looking buses - disability access and everything. And that's the one we decided to go with.”

Southern Coaches advertises itself as “not just a coach hire company” and “an all-encompassing travel service to suit the individual needs of each and every customer”. So Julie thought everything would be fine when the whole family turned up for their 10am pick up from the local pub on 25 April.

But hours later, they were still waiting. Julie told us it was a painstaking wait, “We had to sit out the front garden because there [were] 19 of us. We had to give the children a little picnic to keep them quiet for a while.

“We had them breaking their heart thinking that they weren't going on holiday, they were devastated.”

And there was no explanation from Southern Coaches either or its director Richard Powell, “It just didn't turn up. There was one of us up by the local shop; one of us went down to our local Asda. We all scattered round just in case the coach had got lost and was parked up somewhere.
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“[There were] four of us on phones trying to find out what was happening with Southern Coaches, we got through to them in the end he told me he was out and about and that he'd go back to the office and see what's happening and he never phoned back.”

Julie decided enough was enough and hunted around for a replacement coach so that her family could get on with their holiday. She shelled out another ÂŁ600 for a 16 seater coach and everyone else went by car.

It meant they started their break seriously out of pocket.

On their return Julie was determined to get her money back from Southern Coaches, but she didn’t get very far with that either.Ěý

X-Ray decided to delve deep into the company’s record. Although it apparently has ten years of experience, its director Mr Powell is only 25 years old. And it seems he’s no stranger to the newspaper headlines and stories about missing coaches and disappointed passengers across the UK.

It turns out that in the past Richard Powell has claimed that Southern Coaches is just a broker – booking other coach companies to carry out the journeys. But this didn’t ring true with Julie, “They never gave no inkling they were a coach broker, at all. When we've looked on the internet it just said Southern Coaches, that's what was on the buses.

"We just assumed it was a genuine bus company. Nothing said about it being a brokers at all.”

And if Southern Coaches takes a customer’s money – then they are responsible for delivering the service – even if they get another firm to provide the transport.

X-Ray has written to Southern Coaches about Julie’s story but we haven’t received a response. Mr Powell has telephoned our office to say he will investigate the case but we haven't heard back from him.

Southern Coaches, based in Dorset, should not be confused with Southern Coaches of Glasgow.

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X-Ray's RhodriĚýOwen helps out some festive shoppers in Cardiff

With only three weeks to go, bargain hunters across Wales are hitting the streets in search of a Christmas deal.Ěý

Last December 3.3 million people shopped in Cardiff spending over £100 million. And it’s hoped this year will be even bigger.

But in the current financial doom and gloom retailers are having to do all they can to get our Christmas custom - so wherever you look there are deals to be had.

X-Ray spoke to David Hughes-Lewis from the Cardiff Retail Partnership who told us the run up to Christmas this year will be key, “The next four weeks for all retailers is absolutely critical. It has been such a hard, hard year for all of us but for all retailers the next four weeks are absolutely harvest time.”Ěý
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Cardiff’s Toys R Us Manager Adam Ovenstone echoes this and says they’ve emailed three million people with vouchers to get extra custom, “With money being really tight this year we are having to do massive promotions within the store. A lot of three for twos, buy one get one frees. People are looking for where they can save money.”

We sent X-Ray’s Rhodri Owen out onto the capital’s streets to see if he could grab himself a bargain. But whilst shopping for Lucy, he found it almost impossible to work out which deals offered the best value for money.Ěý

For example in four shops there were several different special offers on a pair of ladies black leather glovesĚý – M&S had 25 per cent off, Debenhams had 30 per cent off, New Look were doing three for the price of two and Tie Rack had buy one and get one for half price!

Rhodri had more luck with a voucher from mobile phone app. You can also print these off beforehand from many of the voucher websites now available. He managed to save ÂŁ7.60 on some smellies from Crabtree and Evelyn for his mum.

But then he had a go at haggling. Wanting to buy Cars 2 DVD for his son, he’d found it on the internet for £11. But after trying HMV, Argos and WH Smith he hadn’t got very far. According to marketing expert Paul Buckley, “You would probably have better luck if you went to an independent because you can then get to the owner or manager.”

There are many deals to be had on the high street but X-Ray did discover that a survey of some of the top Christmas gifts for this year found buying them online, and using a cashback website would save ÂŁ460.

But as Paul mentioned there are benefits to hitting the high street, “On the other side of the coin you can’t really see what the product is like until you get it. And don’t forget generally returns are a little bit easier than on the high street.”Ěý

One final trick Rhodri discovered was a new mobile phone app called RedLaser (others include Bar Code and Quick Scan). He was able to show shoppers whether they could have saved money elsewhere locally or online. The app photographs the barcode on the back of the item and searches for better prices.

X-Ray’s High Street Christmas Shopping Advice
•ĚýWrite a list and take it with you. Try not to be swayed away from it!
•ĚýResearch prices on the internet so you know the value of an item and what people are prepared to pay for it.
•ĚýSpend some time walking around and taking in the deals. Compare prices between stores before handing over your cash.
•ĚýMake sure you keep any vouchers given to you by shops beforehand in a safe place in your wallet so you always have them.
•ĚýThree For Twos and Buy One Get One Half Price deals are great if you need to buy multiple gifts but don’t be swayed into buying more than you need. If you only want one then a discounted price will be better value.
•ĚýPrint off online vouchers from websites like Voucher Cloud, Voucher Codes and myvouchercodes and remember to take them with you.
•ĚýKeep a daily look out for deals on group buying sites like Groupon, KGB and Living Social – but only buy the deals for the presents you need.
•ĚýIf you have a smart phone you can download voucher apps like Voucher Cloud and when you are in town you can search for nearby deals.
•ĚýHave a go at haggling – it can’t harm. But it’s usually easier in an independent store. Go armed with online prices to prove the price you expect.