Episode 10 The Housing Enforcers


Episode 10

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Transcript


LineFromTo

There were flies everywhere.

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Everyone deserves a safe place to live.

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You've got a choice of the tomahawk or the bayonet.

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But with rents rising and demand increasing,

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it's getting harder and harder

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to find a secure place to call home.

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I'm a little bit concerned about what's happening here.

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I'm Matt Allwright and I'm back with the Housing Enforcers.

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That worries me a bit there, look.

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We've got the biggest stinging nettles in the world.

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I'm on the front line with those fighting for the right

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to decent housing...

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The amount of money they owe, it's in excess of £100,000.

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YELLING

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..as local councils and housing associations

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battle problem properties and slum conditions...

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Hyde housing, is there anyone in there?

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..as they deal with dodgy landlords...

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He just said he was selling the house.

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-When did they tell you that?

-A couple of weeks ago.

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..nightmare neighbours...

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-She doesn't like you.

-She hates me.

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Would you want either side evicted?

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-No.

-..and everything in between...

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There was a shed here, look. There's the base for it.

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..to help those in need of a happy and healthy home.

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Doesn't leave you with a good feeling, though.

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That's a tough job.

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Today, in Peterborough, one tenant's passion for chips

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is putting his neighbours in danger.

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You don't like to go to the chip shop or is it cheaper?

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-It's cheaper.

-It's cheaper?

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Oh, right. Oven chips the way ahead?

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Yeah.

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-In London...

-It stinks.

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..housing officers discover a property in a shocking condition.

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He used to buzz all the other neighbours

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until we let him in the first security door,

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and then he used to kick his own door in.

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In Wiltshire, the clock is ticking for this young mum-to-be

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to get into a new home.

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I want to try and give my baby, like, the best future I can

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possibly try and give her.

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And down in Southampton, tensions rise as we try to gain access to an

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illegally sublet flat.

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Is that evidence of the police battering ram?

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Yeah, that would be to gain access.

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So, yeah, there has definitely been some activity in there.

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Finding a suitable place to call home

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for you and your family has never been harder,

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especially for those on a restricted budget.

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But low rent shouldn't mean your house doesn't live up

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to the same basic standards as everyone else's.

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Fortunately, there is a group of men and women

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who are out on the front line battling on your behalf

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against bad and dangerous living conditions.

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They are the Housing Enforcers.

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We all know that one of the roles of a housing officer is to try and get

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people off the streets, into a safe and secure home.

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But another equally important part is to try and keep people in their

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homes, too. And that's not always as easy as it sounds.

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I'm in Peterborough with housing officers Jasmine Hammond

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and Pauline Cusack.

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We are off to check on a tenant whose behaviour

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might be putting himself and his neighbours at risk.

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Awesome.

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Have I done this wrong?

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I've done this wrong. What have I done?

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-We can't take you anywhere.

-Look at this, it's all messed up, hold on.

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'We are not getting off to a great start.'

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Don't go on the motorway yet.

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Now it's all twisted round. I've really messed it up.

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Pauline, have you got any more legroom?

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Oh, yeah, I've got loads.

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That's because my kids are ten-foot tall. Unfortunately.

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Hang on, now I've got to get... I've got to get out of this.

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Hold on, that's less.

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Right.

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You're going to have to push it. She's too short.

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Hang on.

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HE LAUGHS

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We haven't gone anywhere yet!

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We haven't gone anywhere yet!

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There we go, that's better.

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-Thank you.

-Oh, my goodness me.

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Thank you. I never knew Peterborough was going to be this exciting.

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'I regained the feeling in my legs and we are on the move,

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'back to business,

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'to find the tenant who's been struggling

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'to keep himself and his neighbours safe.'

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Tell me about what's happening, what's the situation?

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His name is Junior.

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He's had two fires in his flat.

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Fire Brigade informed us of the last one.

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So we went out to have a look.

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And he lives on chips.

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-From a chip pan.

-He lives on chips?

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Yeah, he loves chips.

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-Right.

-We went out there and we noticed that...

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..the cooker was grease was that thick.

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-Yeah.

-You couldn't allow him to use it, you just couldn't.

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-Right.

-So I got in touch with Hyde Plus to provide him

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with a nice new cooker.

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And we also went in and cleared up all the smoke damage.

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So what's to stop him frying up his own chips now?

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Well, I've told him, he's got to put them in the oven.

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You've got to have oven chips.

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Teaching residents how to cook chips might not sound like the sort of

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thing housing officers usually get involved with,

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but when it comes to the safety of their tenants, it seems no subjects

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are off-limits.

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-Hello there.

-Hello, Junior.

-How are you doing?

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-How are you, are you all right?

-You all right?

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Are you all right to let us in? I'm with Jasmine, in there,

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-is that all right?

-Yeah, come in.

-Cheers.

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Junior lives here alone in the flat, which is why Jasmine and Pauline are

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so keen to keep an eye on him.

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-Have you used your new cooker yet?

-Yeah, I've used it a couple of times.

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What about that chip pan?

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-No.

-Let me have a look. Is it still there?

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-Yeah, it's still there.

-Is it?

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You're not cooking chips in it any more cos there's not enough oil.

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It seems that Junior is keeping to his side of the bargain,

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although evidence of his past mistakes is clearly visible.

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-So this is where... We can see, can't we?

-Yeah.

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This is the fire.

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And all through the lounge as well.

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It was very badly smoke-damaged.

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So what's happened here was an accident, but, you know,

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it was cos of what, the way Junior was cooking?

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It was, it was his love of chips.

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And then what we've got is the smoke damage still,

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but then is it up to him to then redecorate if that's what he wants?

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-Yes.

-Right. OK.

-Yeah.

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It seemed like you're thinking this is progress

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-from when you last saw him.

-This is a lot of progress.

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Because before there was a hoarding issue.

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So we did serve him with an acceptable behaviour contract.

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He's done very, very well.

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He's come a long way.

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An acceptable behaviour contract, or ABC,

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is often issued to residents who are breaking their tenancy agreements.

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It's a way to ask them to change their ways

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or end up facing action,

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and it seems to have worked for Junior.

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Tell me a bit about yourself.

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Well, I've grown up in Peterborough.

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I've been here all my life.

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-I've been in prison a couple of times.

-Yeah.

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That's about it, really.

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Yeah. So your life has been a bit of a roller-coaster, has it?

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-Yeah.

-Yeah, a few good things, a few bad things.

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And whereabouts are you? How are you feeling these days?

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Because I know you had a couple of fires, have you, in the kitchen?

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-Yeah, that's right, yeah.

-So, how did that come about?

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I just went out one day and forgot I'd turned it on.

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Turned the cooker on and left it on.

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Yeah. Does that happen sometimes?

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-It just caught fire.

-Do you forget things?

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-Or get absent-minded?

-That's what happens.

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When I'm on medication, that's what it does,

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it makes me forget things sometimes.

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You don't like to go to the chip shop? Or is it cheaper?

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-It's cheaper.

-It's cheaper? Oh, right. OK, that makes sense.

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That makes a lot of sense.

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Junior's health issues are clearly a contributing factor to his behaviour

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which is why I'm guessing having such a supporting housing team

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around him is so vital.

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How important is this flat for you?

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-Very important.

-Is it?

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If I lose this flat, I would have nowhere to live.

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Yeah.

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Cos that's the danger, isn't it, with the fire and things like that?

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You must be thinking... Did that worry you?

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Yeah, yeah, I thought I was going to lose it.

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Was it a pretty stressful situation?

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-At that time?

-Yeah, it was a bit stressful, yeah.

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Yeah.

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-You're all right now.

-Yeah.

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Oven chips the way ahead.

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I'm really hoping Junior's adventures in the kitchen

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are less dramatic in the future.

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We won't stop for chips, OK?

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OK.

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We don't want any more accidents.

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Incidences like this highlight how Pauline and Jasmine's role

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has become incredibly varied and challenging.

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And when dealing with tenants like Junior, really quite complicated.

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This is the bit I don't really get about your job, is where it stops.

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Because it seems, you know,

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if you talk to most people about what a housing officer does,

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they assume they give away houses and then they...

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-Throw them out at the end.

-And they maybe evict them if they are doing

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things wrong, but there seems to be so much more than that.

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No, it's in the title, housing officer,

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it's keeping people in houses and finding all the ways in which we can

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assist them to remain there.

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Talking to Junior, it was absolutely clear

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that having this place for him is absolutely crucial.

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-He knows it.

-Well, it is.

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-You know it as well.

-And they get frightened, you know.

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You don't want to be sending nasty letters and say,

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"Clear the place up,"

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you want to come and see them in person

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and let them understand that we just need them to live

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in a better condition for their own health.

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So, me, I just keep going until somebody gives in, really.

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THEY LAUGH

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You're like a terrier.

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-Yeah.

-Is that it?

-Yes.

-You just keep nipping their ankles?

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Yeah, I keep bringing up the issue, you know, at any opportunity,

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and then, you know, I wear them down, I think.

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And then I hopefully get there.

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But to have a success story and see them getting the progress they are

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taking, it might be small to the outside, but it's a lot to them.

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-And it's good.

-I think I might...

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-Thank you.

-Just, well done.

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-Good stuff. Brilliant, come on then.

-OK.

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I'm happy to report that after signing

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his acceptable behaviour agreement,

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Junior has continued to keep his side of the bargain

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and there have been no further call-outs

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for any chip-related incidents.

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Across the UK, the one issue that residents complain about the most is

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noisy neighbours,

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with nearly half a million complaints made to councils

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in one nine-month period.

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It is often housing officers who are on the front line,

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confronting anti-social behaviour

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that's making life a misery for other tenants.

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In the London Borough of Havering,

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wardens Nadeem and Claire are on their way to inspect a flat

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where the tenant has been causing a major headache

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for neighbours for some time.

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The next property we are going to is the one that we've been dealing with

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for about eight months.

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After months of warnings over his unacceptable behaviour,

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late night parties and noisy visitors,

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the council finally had to resort to the courts.

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When he was there, he'd forget his keys all the time

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and then he'd knock on people's doors or buzz on the intercom,

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people climbing on the pipes,

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all sorts of allegations over there.

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We applied to court for eviction and it's been appealed, etc.

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But he surrendered his keys.

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But that wasn't the end of the story.

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Since then, neighbours have complained that other people

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have been using the flat.

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We feel there's people living in the property, so we need to meet

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the ASB officer to go and have a look to find out

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if there's anyone living in the property

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and what sort of state the property is.

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Yeah, well, the times that we've visited and we've knocked and other

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people have opened the door and said they were friends and they were just

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-visiting...

-Exactly, we know

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some others were living in there, don't we?

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I mean, the tenants have always said there's other people going there,

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living there, so what they're doing, just don't know.

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Well, let's go see.

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Because the team have no idea what they might find inside and there is

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safety in numbers, the wardens are being joined

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by Antisocial Behaviour officer Joyner.

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But they've had information that today at least

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the flat is empty, giving them a chance to reclaim it

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for the council.

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-Nice.

-Even for seasoned professionals,

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the state this flat's been left in is a shock.

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This visit is to establish if someone's living here,

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because that's the information that we have from neighbours.

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The tendency has been surrendered and we are just here to establish

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the condition of the property

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and the void works that needs to be written,

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so the works could be carried out.

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We're going to inspect every room and see the state of play.

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Neighbours complained about the tenant

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having lots of noisy visitors,

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and indeed, the condition suggests that more than one person

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has been living here.

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It stinks.

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It's quite unusual to have a fridge in the bedroom.

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Yeah, when there was plenty of room in the kitchen.

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Crusher underneath the table there for his cannabis.

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It's an all right flat.

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It stinks in here.

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These housing officers aren't wet behind the ears.

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But knowing how hard it is to get social housing in the first place,

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it's hard to believe anyone would treat their home like this.

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The complainants have been telling us that the visitors to the tenant

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were knocking on other people's doors, early morning, late night.

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Lots of parties.

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Shouting, screaming.

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And this tenant also used to lose his keys, very frequently.

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So he used to buzz all the other neighbours to be let in the first

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security door, and then when he's here,

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he used to kick his own door in,

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and we must have done about six or seven lock change,

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on recharge of course,

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to allow him back in the property.

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We had frequent police visits to this property, cos residents

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think that when they hear the banging noise,

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that someone is breaking in.

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Getting the flat back to normal will be no easy task, but at least now

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the team can make sure the troublesome tenant

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and his delightful guests won't cause any more trouble

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for the neighbours here.

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Now, what is going to happen is we are going to hand the property

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back to our empty homes team.

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They will come in and clear out the property and

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it's going to get advertised on our

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lettings brochure for the residents to bid on.

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This one we will do sensitive let,

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given what the residents have been through,

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where we would look at the background of the tenant coming in

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and try and avoid certain characteristics...

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..that we had in the past.

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A sensitive let is where a council can deviate from their normal policy

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of housing the next person on the waiting list

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and instead choose somebody

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else who might be less likely to cause issues for the neighbours.

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That seems only fair given what the other residents here have had to

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endure.

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The kitchen unit seems to be in reasonable conditions.

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The bathroom,

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the bathtub, the sink, the basin,

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seems to be in pretty good conditions.

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-So it's basically cosmetic.

-It's a case of the rubbish, isn't it?

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But the living room, there is extensive wall damage, etc,

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that will need to be fixed.

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And apart from that...

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..just gas and electric safety checks, really.

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Some of the tenant's belongings are still present,

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but they won't be here for much longer.

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Everything found in here will be thrown away.

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He is aware of that as well.

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The tenant has signed a disclaimer

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to say anything left in the property...

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-Will get dumped.

-..would be disposed of.

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Because of his behaviour and the treatment of the flat,

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it's unlikely that this tenant will ever secure

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another council property in this area.

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But finding a new resident, well, that won't be a problem.

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Three, four weeks, hopefully, we should have a new tenant.

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As you can imagine, there are a scarcity of properties

0:16:200:16:23

and the demand is quite huge on social stocks.

0:16:230:16:27

It is only when they lose it that they appreciate what they had.

0:16:270:16:30

I mean, there is always thousands of people on waiting lists.

0:16:300:16:34

And something like this is very sought after.

0:16:340:16:39

You can see it is a nice area, a nice quiet low rise.

0:16:390:16:44

It's quite a desirable area, I would say.

0:16:440:16:48

Later on, we'll be returning to the flat to see

0:16:480:16:50

how the council's cleaning and restoration team

0:16:500:16:53

have worked their magic.

0:16:530:16:54

With around 1.2 million people on the waiting list

0:17:030:17:06

for social housing in England alone,

0:17:060:17:08

the challenge of finding safe and secure homes for those in need

0:17:080:17:12

is still one that's clearly proving tough to crack.

0:17:120:17:14

To try and help bring this number down,

0:17:160:17:17

often when developers build new private housing estates,

0:17:170:17:20

there is a planning requirement for an element of social housing to be

0:17:200:17:24

built alongside.

0:17:240:17:26

On a new development in Wiltshire,

0:17:260:17:27

White Horse Housing Association have just taken possession of a brand-new

0:17:270:17:31

home which will be added to their much-needed stock of social housing.

0:17:310:17:35

And it's down to housing officer Belinda Eastland

0:17:350:17:38

to find the right tenant to fill it.

0:17:380:17:40

Today, we are off to interview Harriet,

0:17:400:17:42

a young housing applicant.

0:17:420:17:44

She's been put forward by Homes for Wiltshire.

0:17:440:17:47

I'm a little bit wary because she's quite young.

0:17:470:17:50

She's never lived on her own before and she's expecting a baby.

0:17:500:17:54

But part of the processes for me now is to go out and visit,

0:17:540:17:58

assess her circumstances.

0:17:580:18:00

Check what support network she will have in place as well and whether I

0:18:000:18:04

think she can manage the tenancy.

0:18:040:18:07

You know, it's not easy if you've never lived on your own before,

0:18:080:18:11

you've got to manage a budget,

0:18:110:18:12

you've got to keep the house nice... And hopefully then I'll be able to

0:18:120:18:17

consider her for a two-bed property that we've got coming up.

0:18:170:18:21

We always say to people at the point of arranging a home visit that there

0:18:210:18:25

is no guarantees, you know, don't get your hopes up.

0:18:250:18:29

So that's what we're doing today.

0:18:290:18:30

Not quite sure what I'm going to find.

0:18:300:18:32

I never know what I'm going to find until I get there, really.

0:18:320:18:35

You know, all I've done is read the file at this point in time.

0:18:350:18:39

So we shall see.

0:18:390:18:40

Harriet is at home, anxiously awaiting Belinda's arrival.

0:18:420:18:46

At the minute, I'm 18 and I'm living at home with my mum.

0:18:460:18:49

I'm trying to find a place of my own for myself and my baby.

0:18:510:18:53

Harriet not only shares a house with her mum,

0:18:530:18:56

but the property is also home to her mother's childminding business,

0:18:560:19:00

meaning that space is very much at a premium.

0:19:000:19:02

I'm currently 34 weeks pregnant.

0:19:020:19:05

As well as going to college three days a week

0:19:050:19:07

and working three days a week as well as that.

0:19:070:19:09

At the minute, I'm very nervous about everything.

0:19:090:19:13

With so much on her plate, it's little surprise

0:19:130:19:15

the uncertainty around

0:19:150:19:17

where she and her new baby will live is only adding to the pressure.

0:19:170:19:20

Good morning, are you Harry?

0:19:200:19:21

I'm Belinda from White Horse Housing.

0:19:210:19:24

The assessment Belinda carries out today is make or break.

0:19:240:19:28

Harriet needs to be in her own home by the time the baby arrives.

0:19:280:19:32

First of all,

0:19:320:19:34

it would be good if I could get a general idea about your housing

0:19:340:19:39

situation, about where you've lived up until now,

0:19:390:19:43

and why you need to be rehoused.

0:19:430:19:45

I've lived here since I was born.

0:19:450:19:47

Mm-hm.

0:19:470:19:49

Due to having the baby,

0:19:490:19:51

I can't stay here cos there isn't a lot of room.

0:19:510:19:53

OK. And it's just you and the baby, is it, or?

0:19:530:19:56

-Yeah, it is.

-OK.

0:19:560:19:58

What about the father, is he on the scene at all?

0:19:580:20:01

Will he be coming to live with you in any property that you're offered?

0:20:010:20:04

He won't be coming to live, but he will be around.

0:20:040:20:07

OK. When you move into the property and you find yourself on your own

0:20:070:20:11

with the baby,

0:20:110:20:12

are you going to have supportive relatives around you, you know,

0:20:120:20:16

popping in to see you, making sure all is well,

0:20:160:20:19

helping you out with things?

0:20:190:20:20

Yeah. I do, I have a very supportive family.

0:20:200:20:23

My sister's very supportive.

0:20:230:20:25

She's just had a baby.

0:20:250:20:26

And my mum, with her job, she's very supportive as well.

0:20:260:20:30

-OK.

-And so are my nan and grandad.

0:20:300:20:32

-Yeah.

-So, they will be around.

0:20:320:20:34

That's good. So, when you're living independently in the home,

0:20:340:20:37

you will be a student.

0:20:370:20:40

Will you be working at all?

0:20:400:20:41

I will. I will be.

0:20:410:20:43

OK, where do you work?

0:20:430:20:45

At the minute, I work in the chip shop and as a marshal.

0:20:450:20:48

So, you're six weeks off having your baby, but you're still doing...

0:20:480:20:54

..work for the paintballing company, the chip shop,

0:20:550:21:00

and you're also childminding?

0:21:000:21:02

-Yeah.

-How are you finding that?

0:21:020:21:04

That seems a lot for you to be doing.

0:21:040:21:06

Sometimes, it's hard, and then other weeks, it's easy.

0:21:090:21:12

It depends on, like...

0:21:120:21:13

-..how busy it is.

-OK. And...

0:21:140:21:17

..why are you doing that? What's, like, your longer-term goal?

0:21:180:21:21

To be able to get the money to support my baby,

0:21:230:21:25

because I want to try and give my baby the best future

0:21:250:21:28

I can possibly try and give her.

0:21:280:21:31

With the formal interview complete,

0:21:310:21:33

Belinda can now show Harriet the house she's being considered for.

0:21:330:21:36

Now, the property that you've been put forward for,

0:21:370:21:40

it's on a small development of new homes.

0:21:400:21:44

So, we have seven other homes, which will be privately owned,

0:21:440:21:48

and then we have two affordable rented homes.

0:21:480:21:52

So, the house, as you can see, has got a garden.

0:21:520:21:55

So, downstairs, you've got a living room, kitchen, WC.

0:21:570:22:03

Upstairs, you've got two bedrooms and the main family bathroom.

0:22:030:22:07

Do you have any questions about the property?

0:22:070:22:09

Not that I can think of.

0:22:090:22:11

No, but you're happy to be considered for it?

0:22:110:22:14

-Yes, please.

-So, what will happen after today,

0:22:140:22:17

I need to put a report in,

0:22:170:22:19

and then I'll be in touch with you on Tuesday to let you know whether

0:22:190:22:22

you've been successful or not.

0:22:220:22:24

Thank you.

0:22:240:22:25

All right, bye-bye.

0:22:290:22:30

The meeting with Harriet today was quite a surprise for me.

0:22:320:22:35

I was actually quite relieved and impressed with the way that she's

0:22:350:22:39

managing. She's currently got three or four jobs that she told us about,

0:22:390:22:44

and she's also trying to hold down this college course.

0:22:440:22:47

Unbelievable. I do feel like I want to help her,

0:22:470:22:51

because I know that we have a hard-working person here

0:22:510:22:54

who's trying to do her best.

0:22:540:22:56

She doesn't fit the stereotype that you hear about an

0:22:560:22:59

18-year-old single mother.

0:22:590:23:02

You know, she's a real trier.

0:23:020:23:03

And she has no hope of affording a house herself,

0:23:030:23:08

or even renting privately in Wiltshire, you know,

0:23:080:23:12

with rents and house prices being so hard.

0:23:120:23:14

So, I hope we can help her.

0:23:140:23:16

So, it's clear - Belinda's keen to help.

0:23:160:23:19

Now she needs to convince her boss.

0:23:190:23:21

The process now is that I will need to file a report,

0:23:220:23:27

put a recommendation in to my manager.

0:23:270:23:30

So, I don't know how it's going to go.

0:23:300:23:32

Later on, we'll find out if Belinda manages to make the case

0:23:330:23:37

and if Harriet gets to make the move into a new home.

0:23:370:23:39

Defending our right to a safe place to live is the job

0:23:440:23:47

of housing officers right across the UK.

0:23:470:23:50

Fire Service turned up, didn't they?

0:23:500:23:52

There was no need for them!

0:23:520:23:54

-There was a fire.

-There was not.

0:23:540:23:55

I'm working alongside the men and women that do exactly that...

0:23:570:24:00

This one's the worst I've seen.

0:24:000:24:02

The amount of mould is quite shocking, actually.

0:24:020:24:05

..hitting the streets...

0:24:050:24:06

-Hello.

-..finding out what's happening on the front line...

0:24:060:24:09

Warrants have been issued, and they can be enforced.

0:24:090:24:12

..as we make sure a house is a fit place to call a home.

0:24:120:24:16

Is that one there? Oh...

0:24:160:24:17

-Look at that.

-There's another one.

0:24:170:24:19

The fact that I now have got somewhere I can call home,

0:24:190:24:22

-and it's permanent.

-That's got to be a good thing.

0:24:220:24:25

Tenancy fraud is a major problem for local authorities,

0:24:300:24:33

estimated to cost the public purse almost £2 billion every year.

0:24:330:24:38

One aspect of this problem is that legitimate tenants of social housing

0:24:380:24:41

sometimes choose to illegally sublet their property on the open market,

0:24:410:24:45

often making a good profit on the deal.

0:24:450:24:48

As well as the huge financial burden on the council, on a human level,

0:24:480:24:51

it means fewer properties are available for people

0:24:510:24:54

who truly need them. In Southampton,

0:24:540:24:57

housing officer Clare Caullay is investigating

0:24:570:24:59

a suspected case of illegal subletting.

0:24:590:25:01

Clare knows that the legal tenant of this property is away in

0:25:010:25:04

hospital, but believes that someone else is currently living there.

0:25:040:25:07

So, what do we need to find out, then?

0:25:070:25:08

What's the purpose of the visit?

0:25:080:25:10

How long have they been in there?

0:25:100:25:12

How they know the actual legal tenant.

0:25:120:25:14

All their identities.

0:25:140:25:16

How they were let the property.

0:25:180:25:20

And what they thought they were getting,

0:25:200:25:22

whether they thought they were going to stay in there long-term,

0:25:220:25:25

or whether they thought it was just a short-term let.

0:25:250:25:27

There's a possibility, of course,

0:25:270:25:28

they don't know that they shouldn't be there,

0:25:280:25:31

that they've been let this property in good faith,

0:25:310:25:34

or they've taken it in good faith,

0:25:340:25:36

and that they just have to be informed

0:25:360:25:38

they're going to have to leave.

0:25:380:25:39

That is true. We have a housing options service,

0:25:390:25:42

which I can offer them.

0:25:420:25:44

If they let us in, they talk to us and say,

0:25:440:25:46

"Yeah, that's true - we didn't know anything about it.

0:25:460:25:48

"As far as we were concerned, it was all legal."

0:25:480:25:51

Then our housing options service will go out and speak to them

0:25:510:25:54

and see what they can do to help them.

0:25:540:25:55

Have you had any contact with them so far?

0:25:550:25:57

Have you tried to make contact with them?

0:25:570:25:59

I have. I've knocked on the door twice already.

0:25:590:26:01

One time, she appeared at the stairs and ran away.

0:26:010:26:04

-OK.

-And the other time she didn't let me in.

0:26:040:26:06

OK. How do we know about this sort of thing?

0:26:060:26:08

Because presumably, if they just go in and out of the door

0:26:080:26:11

without causing any sort of upset or harm to anybody,

0:26:110:26:15

then they could carry on like that for a long time.

0:26:150:26:18

They could, but it's other neighbours that tell us.

0:26:180:26:20

And there's some anti-social behaviour around this at the moment

0:26:200:26:23

that they're causing, and the other neighbours have told us about this.

0:26:230:26:27

And people coming and going from the address at all hours, parties,

0:26:270:26:30

so that sort of thing.

0:26:300:26:32

That's when you find out, when you start annoying the neighbours,

0:26:320:26:35

-suddenly, yes.

-Yes, they tell us all about it.

0:26:350:26:38

It's not only the housing association that's interested

0:26:380:26:41

in what's going on at this address.

0:26:410:26:43

Due to the nature of the anti-social behaviour

0:26:430:26:45

complaints, the police also want to talk to the current occupier.

0:26:450:26:49

Clare and I joined by two police community support officers for what

0:26:490:26:53

could be a potentially difficult visit.

0:26:530:26:55

It's, um, very interesting to look at this front door.

0:26:560:26:58

Is that evidence of the police battering ram?

0:26:580:27:01

-Is that what it was?

-I think so. Am I right, is that the battering ram?

0:27:010:27:04

Yes, that would be to gain access to the property.

0:27:040:27:08

-So...

-So, yes, there's definitely been some activity in there.

0:27:080:27:12

-And you can see the door's been shaken, as well.

-Yeah.

0:27:120:27:15

OK. That's not the approach today, though.

0:27:160:27:19

No. No. Definitely not.

0:27:190:27:22

Not taking any chances, before knocking on the door,

0:27:220:27:24

Clare registers her location with an electronic security system.

0:27:240:27:28

SHE RINGS BELL

0:27:280:27:31

Now it's just a case of wait and see.

0:27:310:27:33

-There's no-one in.

-Nothing?

0:27:500:27:52

Nothing at all, unfortunately.

0:27:520:27:54

To be honest, I'm a little bit disappointed

0:27:540:27:56

and a little bit relieved that they didn't answer the door.

0:27:560:27:59

With their teams on the front lines every day,

0:27:590:28:02

the safety of officers is something that housing associations take very

0:28:020:28:05

seriously. A visit which doesn't really yield us very much.

0:28:050:28:09

But one thing I did notice, Clare,

0:28:090:28:11

is just before we knocked on the door,

0:28:110:28:13

you spoke into your name badge.

0:28:130:28:15

-My Identicom, yes.

-How does that work?

0:28:150:28:17

This is the alert in case anything happens to me.

0:28:170:28:21

I press that button at the back to say something's happened to me,

0:28:210:28:24

and it automatically sends a signal to our call centre,

0:28:240:28:28

the Identicom call centre, and they will send somebody out, the police,

0:28:280:28:32

depending on how bad it is.

0:28:320:28:33

But when I go somewhere, I press these two buttons to say I'm there,

0:28:330:28:39

-so I'm safe.

-So they are contacted directly, are they, using this?

0:28:390:28:42

So they know where you are and who you are and what you're doing?

0:28:420:28:45

Yes, Identicom know exactly who we are and where I am.

0:28:450:28:48

-That's great.

-Yes, very safe.

0:28:480:28:51

You're working by yourself, and you know,

0:28:510:28:54

these aren't always easy calls to make, are they?

0:28:540:28:57

-Easy visits.

-Yes.

0:28:570:28:59

Especially like today.

0:28:590:29:00

I wear flats so I can run.

0:29:000:29:03

I've got my Identicom. But other than that, if we need to,

0:29:050:29:07

we will do two visits together,

0:29:070:29:10

so another housing officer will come out with me.

0:29:100:29:12

Or I'll ask the police like I did earlier, and they'll come along.

0:29:120:29:14

They are always very happy, and we work well together, I think.

0:29:140:29:17

So, no joy today, but later on...

0:29:170:29:21

-That's her! That's her.

-OK.

0:29:210:29:23

..Clare and I come face to face

0:29:230:29:25

with the suspected illegal subletter.

0:29:250:29:26

Excuse me, are you not living here any more?

0:29:260:29:28

But I saw you in there the other day, and you said you did.

0:29:300:29:32

Earlier, we saw a London flat that had been severely mistreated by its

0:29:380:29:42

previous tenant.

0:29:420:29:43

Oh, it stinks.

0:29:430:29:44

It's quite unusual to have a fridge in the bedroom.

0:29:460:29:48

Oh, it stinks in there.

0:29:480:29:50

What this tenant used to do is kick his own door in.

0:29:520:29:54

Today, community wardens Liam and Barry are off to see

0:30:010:30:03

if the flat's now ready to become someone's new home.

0:30:030:30:06

So, we are just going to go here and check the property.

0:30:080:30:11

Yes, just see what they've done.

0:30:120:30:14

Make sure it's all fit and ready for purpose.

0:30:140:30:16

Seeing the state of the property just a couple of weeks ago,

0:30:190:30:21

fixing this place was never going to be easy,

0:30:210:30:24

but with a new tenant waiting in the wings,

0:30:240:30:26

have they got it ready in time?

0:30:260:30:27

A temporary high security door has been fitted to the flat

0:30:290:30:32

to ensure none of the former residents can return.

0:30:320:30:35

But even though he knows the code, Liam is still struggling to get in.

0:30:350:30:38

-Just needs the magic touch.

-The magic touch.

0:30:380:30:44

And that's why he brings Barry with him.

0:30:440:30:47

Nice smell of new paint.

0:30:470:30:49

After a week and a half of intensive work by the council

0:30:500:30:53

and a repair bill of several thousand pounds,

0:30:530:30:56

the flat has been transformed.

0:30:560:30:58

I don't know how they punctured the holes in the walls,

0:30:580:31:01

but they definitely went at it with something.

0:31:010:31:03

It looks a lot better than what it did.

0:31:060:31:07

Oh, yes, 100 times better.

0:31:070:31:09

Yes.

0:31:090:31:11

And it's ready to be moved into.

0:31:110:31:12

It looks like a new bath.

0:31:170:31:18

-Good little place for somebody.

-This would be a lovely little place.

0:31:180:31:21

I wouldn't mind it.

0:31:210:31:22

The team's done a great job restoring the flat

0:31:240:31:26

to a liveable standard,

0:31:260:31:27

but sadly, the bill for all of this has to be met by the council,

0:31:270:31:31

meaning less money for them to spend on vital public services.

0:31:310:31:34

The kitchen's all been really done up.

0:31:370:31:40

This kitchen was an absolute wreck.

0:31:400:31:42

It was really bad. So they've had to refurbish it because he left in such

0:31:420:31:45

a bad standard. Usually, we would just tidy it up, you know,

0:31:450:31:49

and let it again, but with this one, they've had to do the kitchen,

0:31:490:31:52

do the bathroom, they had to fix the walls, paint it all,

0:31:520:31:55

because he actually...they drew all over the walls,

0:31:550:31:57

stuck holes in the walls, ripped out sockets, and...

0:31:570:32:01

It's lucky they didn't set the place on fire, because the lights,

0:32:010:32:04

wires were hanging out of the ceiling,

0:32:040:32:05

and the electric was still running.

0:32:050:32:07

So you could have done, you know, set the place on fire.

0:32:070:32:10

I like the smell of cleaning.

0:32:100:32:13

Yes, this room's very nice.

0:32:160:32:18

Very clean. Oh, they've actually painted this door, look at that.

0:32:180:32:22

It was needed. Got a stopper.

0:32:220:32:24

-Excellent. This is the bedroom.

-This is the bedroom.

0:32:240:32:27

That's the front room, yeah. This was the room which I said,

0:32:270:32:30

they had a bed in here, and then a bed in there.

0:32:300:32:32

That's why I think there was other people living here.

0:32:320:32:35

And they had a fridge freezer in here.

0:32:350:32:36

In that corner there was a fridge freezer,

0:32:360:32:38

and there was letters in this room for a girl and a boy,

0:32:380:32:40

which wasn't the residents' names,

0:32:400:32:42

so that's how I know that this room was being used by someone else.

0:32:420:32:45

-He was letting someone else live here.

-Good result.

0:32:450:32:48

No, it's good, yeah.

0:32:480:32:49

Fully inspected and approved,

0:32:510:32:53

the wardens can now plan for the flat's next occupant.

0:32:530:32:56

So, that one's ready.

0:32:570:32:58

Very nice job.

0:33:010:33:02

And hopefully that's this afternoon we've got a tenant.

0:33:030:33:05

Should be let and keys should be handed over this afternoon

0:33:070:33:12

to the tenant,

0:33:120:33:13

and someone should be probably moving in this weekend.

0:33:130:33:16

It's a positive result for the council.

0:33:170:33:19

This flat will soon be in the safe hands of a new tenant,

0:33:190:33:22

and there will be one less family on the housing waiting list.

0:33:220:33:25

Earlier, Clare and I teamed up with the local police in Southampton to

0:33:350:33:39

call on a suspected illegal subletter.

0:33:390:33:42

Is that evidence of a police battering ram?

0:33:420:33:44

Yes, there's definitely been some activity in there.

0:33:440:33:48

With no-one at home, we were unable to confirm her suspicions,

0:33:480:33:51

but we haven't given up.

0:33:510:33:52

So, we've returned to the property,

0:33:540:33:56

and while we're doing our best to get inside,

0:33:560:33:57

a chance encounter offers up another potential clue.

0:33:570:34:01

-That's her! That's her.

-OK.

0:34:030:34:05

Clare's spotted the woman she saw at the address on her first visit,

0:34:050:34:09

and who she suspects may be an illegal subletter.

0:34:090:34:11

But now she's seen Clare,

0:34:110:34:13

she doesn't seem to be going inside the building.

0:34:130:34:15

Excuse me. Are you not living here any more?

0:34:150:34:17

But I saw you in there the other day, and you said you did.

0:34:190:34:21

Cos I'm from Hyde, and we own the block.

0:34:240:34:26

I asked her whether or not she still lived there.

0:34:310:34:34

OK, I'm sorry.

0:34:340:34:35

So... That was interesting.

0:34:390:34:41

As we were standing here,

0:34:410:34:43

a woman came past that you identified

0:34:430:34:46

-as the person living in that property.

-Yes, yes.

0:34:460:34:49

And you asked her very simply...

0:34:490:34:51

Was she living there any more?

0:34:510:34:53

And she got quite aggressive about it,

0:34:530:34:55

and really not very happy that I even asked her.

0:34:550:34:57

Including her friend as well, who was also quite aggressive...

0:34:590:35:01

..and walked on.

0:35:030:35:04

She said she wasn't living in there.

0:35:040:35:06

-She did.

-Any more.

0:35:060:35:08

Which tells me she was living there in the first place.

0:35:080:35:11

Yes. So she's not living there any more.

0:35:110:35:12

So that's given us a bit of information.

0:35:120:35:14

It hasn't really helped us a great deal,

0:35:140:35:16

but it does illustrate that sometimes for a housing officer,

0:35:160:35:19

investigations are a marathon, not a sprint.

0:35:190:35:22

The plot is very gradually thickening.

0:35:220:35:24

-Yes.

-But it doesn't really tell us who is in there now, if anybody.

0:35:240:35:29

No. That's the problem.

0:35:290:35:30

And the windows are now closed,

0:35:300:35:31

so someone's definitely been in there today.

0:35:310:35:33

Someone's been in there today.

0:35:330:35:35

-You can see, yeah.

-We know somebody's in the flat.

0:35:350:35:38

It's just frustrating we can't seem to get any answers.

0:35:380:35:41

So if those are the subletters, slightly aggressive subletters,

0:35:410:35:45

what happens to them, then?

0:35:450:35:47

-What's the approach with them?

-Well,

0:35:470:35:49

we try to visit them three times and see if we can contact them and find

0:35:490:35:52

out who they are and everything like that.

0:35:520:35:56

If they are still living there,

0:35:560:35:57

then we would put on the bottom of the notice to the tenant and all

0:35:570:36:03

unauthorised occupants,

0:36:030:36:04

and that would mean that they would have to be evicted as well.

0:36:040:36:07

So that would cover everybody.

0:36:070:36:08

It's like saying, "Well, you know,

0:36:080:36:10

"your responsibility for this place is now over.

0:36:100:36:12

-"We're taking it back."

-We will have to take it back, yeah, yeah.

0:36:120:36:15

With a long waiting list for social housing,

0:36:180:36:20

councils and housing associations have to do all they can to make sure

0:36:200:36:24

properties like this are put into the hands

0:36:240:36:26

of those who need them most.

0:36:260:36:27

So Clare's refusing to give up.

0:36:270:36:30

And the next day, we're back...again.

0:36:300:36:32

No surprise when there's no answer when we knock.

0:36:340:36:37

But it's not the front door that provides evidence there's something

0:36:400:36:42

definitely amiss with this flat.

0:36:420:36:44

Window's open again.

0:36:450:36:46

Was it completely shut yesterday?

0:36:480:36:49

-Yeah.

-Was it? You're much more observant than me, Clare.

0:36:490:36:53

So the window's now open.

0:36:560:36:57

-Yes.

-Which means that somebody must've been in there.

0:36:570:37:00

-Absolutely.

-There's definitely someone living there,

0:37:000:37:03

but proving it is going to be one thing,

0:37:030:37:05

fixing the problem, quite another.

0:37:050:37:08

Flippin' 'eck, this is a long job, isn't it?

0:37:080:37:10

You've got to get them coming out of the flat,

0:37:100:37:12

but the chances of doing that are minimal, aren't they?

0:37:120:37:15

In the meantime, you've got people, potentially,

0:37:150:37:18

illegally subletting that place

0:37:180:37:21

for as long as they can get away with it.

0:37:210:37:23

Yeah. We'll do our checks, and then we'll serve the notice.

0:37:230:37:27

So unfortunately, that will be that for them,

0:37:270:37:29

but we need to get that flat back.

0:37:290:37:31

We don't have any choice. They're causing unsociable behaviour.

0:37:310:37:34

They're causing problems for other residents. That's not fair.

0:37:340:37:37

-Yeah.

-Living there illegally.

0:37:370:37:38

Well, that was quite the adventure for Clare,

0:37:450:37:47

and it's not quite over yet.

0:37:470:37:49

The eviction process for this property is still ongoing.

0:37:490:37:53

But the housing association hope to have the property back very soon,

0:37:530:37:57

so it can be re-let to someone in real housing need.

0:37:570:38:00

Good morning. Are you Harry? I'm Belinda from White Horse Housing.

0:38:060:38:10

Earlier, housing officer Belinda Eastland

0:38:100:38:12

was assessing new mum-to-be

0:38:120:38:13

Harriet for a brand-new house which has just been built near Pewsey in

0:38:130:38:17

-Wiltshire.

-I want to try and give my baby, like,

0:38:170:38:19

the best future I can possibly try and give her.

0:38:190:38:23

I do feel like I want to help her,

0:38:230:38:25

because I know that we have a hard-working person here

0:38:250:38:29

who's trying to do her best. So I hope we can help her.

0:38:290:38:32

Well, Belinda presented the case to her boss and got a decision.

0:38:340:38:38

Today, Harry,

0:38:380:38:39

who I visited a few weeks ago, is getting the keys to this brand-new

0:38:390:38:43

property. It's a lovely two-bed house,

0:38:430:38:46

which will be perfect for her and her baby.

0:38:460:38:48

She has seen the property.

0:38:480:38:49

She's absolutely delighted with it.

0:38:490:38:52

She's already paid up a month's rent,

0:38:520:38:55

so she doesn't have to worry about that today.

0:38:550:38:58

And as soon as she gets the keys today, she's welcome to move in.

0:38:580:39:01

Hi, Harry. Nice to see you.

0:39:020:39:04

-And you.

-Big day for you today.

0:39:040:39:07

Come and have a look at your lovely home.

0:39:070:39:08

It's a big step for Harriet.

0:39:080:39:10

While it's an exciting day,

0:39:100:39:12

moving into your first house can be a daunting prospect.

0:39:120:39:15

And the nerves are certainly beginning to show.

0:39:150:39:18

It's good, but then also scary at the same time.

0:39:180:39:22

Belinda is here to offer a reassuring hand.

0:39:220:39:25

You've got a washing line in the garden, and a shed.

0:39:250:39:27

I mean, you're pretty well fixed up with most things.

0:39:280:39:32

I think it'll be very good for the baby,

0:39:320:39:34

cos it's got room outside to play.

0:39:340:39:36

And then it's got quite a bit...

0:39:360:39:38

Well, loads of room inside.

0:39:380:39:39

I'll probably put the cot here, underneath the window.

0:39:420:39:47

And then have its drawers along the side.

0:39:470:39:49

I can't wait now.

0:39:490:39:51

It might seem obvious to some of us,

0:39:530:39:55

but this is Harriet's first home of her own,

0:39:550:39:57

so Belinda will make sure she takes her carefully through every step.

0:39:570:40:01

Water and electric, council tax,

0:40:010:40:04

so you've got a lot to think about over the coming week,

0:40:040:40:06

cos you need to get yourself up and running and registered with all

0:40:060:40:09

these different utilities, and with the council for the council tax.

0:40:090:40:14

If you need any help, let us know.

0:40:140:40:16

-We'll help you.

-OK, thank you.

0:40:160:40:17

I've got all the furniture now, just waiting to move in.

0:40:170:40:22

Harriet's clearly pleased with her brand-new home,

0:40:250:40:28

even the wardrobe's a hit.

0:40:280:40:30

What did you think about that when you saw it on Monday?

0:40:300:40:33

I really liked them!

0:40:330:40:35

-Yeah.

-The beauty of a brand-new home is that, technologically,

0:40:350:40:39

it's bang up-to-date.

0:40:390:40:40

Do you see that thing going round on there?

0:40:420:40:44

-Yeah.

-That's showing you how the solar panels are heating the water

0:40:440:40:49

already. So that's just amazing.

0:40:490:40:51

So you should find that a lot cheaper.

0:40:510:40:53

Thank you.

0:40:530:40:55

With her inspection complete,

0:40:570:40:59

it's time for Harriet to sign on the dotted line and get the keys to her

0:40:590:41:02

-new home.

-And over here, the keys to the property.

0:41:020:41:05

We've got front door there, patio door, you have several sets of keys.

0:41:060:41:10

Tomorrow, Harriet will be moving in her furniture and belongings

0:41:100:41:13

with the help of some of her friends.

0:41:130:41:16

I hope you'll be really happy here.

0:41:160:41:17

And that everything goes well with the baby,

0:41:170:41:19

and just contact us if you need to talk to us about anything.

0:41:190:41:22

-OK?

-Thank you.

0:41:220:41:24

Good.

0:41:240:41:25

It's time for Belinda to leave

0:41:260:41:28

and let an excited Harriet get on with it.

0:41:280:41:30

She can't wait to get the house ready for her family.

0:41:300:41:32

It can be very daunting,

0:41:340:41:35

particularly with someone as young as Harriet taking on a property

0:41:350:41:38

for the first time. So she needs to know how everything works.

0:41:380:41:42

You know, we might need to check on her, make sure she's OK,

0:41:420:41:45

offer her help from time to time until she's up and running,

0:41:450:41:48

but I have every confidence that she's going to make

0:41:480:41:50

a really good go of this tendency.

0:41:500:41:53

A home is the foundation of your life, and whoever you are,

0:41:530:41:57

however much you earn, wherever you come from,

0:41:570:42:00

shouldn't you have that right?

0:42:000:42:02

Sounds right to me, Belinda.

0:42:020:42:04

And it's a great result,

0:42:040:42:05

to see a hard-working young mum-to-be set up in her own home.

0:42:050:42:09

I'm very excited.

0:42:090:42:11

Now all I've got to do is move all my stuff in,

0:42:110:42:13

and it'll feel like home.

0:42:130:42:14

I'm pleased to report that Harriet

0:42:170:42:19

has settled in well at her new house.

0:42:190:42:21

And it wasn't long before an additional member of the family

0:42:210:42:24

arrived to make it into a home.

0:42:240:42:26

Felicity Olivia Jean was born on 10th of December,

0:42:260:42:30

weighing 7 lbs 12 oz. A great way to start the new year.

0:42:300:42:34

Well, as we've just seen,

0:42:400:42:42

being a housing officer means a daily dose of tough choices

0:42:420:42:45

and difficult decisions, but it's all in a day's work

0:42:450:42:49

for the men and women fighting to ensure

0:42:490:42:51

we can enjoy safe place to call home.

0:42:510:42:54

That's it for today, but join me again next time

0:42:540:42:56

when I'll be back on the front line with the Housing Enforcers.

0:42:560:43:00

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