:00:19. > :00:26.We will hear how or 2014 has become the year of the sinkhole. And we
:00:27. > :00:32.will hear from this little guy, Lucas. He is four and has his own
:00:33. > :00:45.personal hotline to NASA. You can stop now, Anastasia, this is us.
:00:46. > :00:53.Hello, welcome to The One Show with Alex Jones. The one thing she cannot
:00:54. > :00:57.do without right now is her climbing shoes, running for a sport relief
:00:58. > :01:03.challenge. All will be revealed on Monday. How is it going? It is
:01:04. > :01:10.going. And Chris Evans is here and the one thing he cannot do with out
:01:11. > :01:14.is me! Tonight we want you to send us a picture of the one thing you
:01:15. > :01:19.can't do without right now. Because in a moment we have a film about
:01:20. > :01:24.this guide. He was given 15 minutes to grab what he needed most when a
:01:25. > :01:30.sinkhole opened up under his family's home. Look at that! There
:01:31. > :01:37.have been ten times as many sinkhole is this debris than ever before. And
:01:38. > :01:41.you are worried about it? Yes, one thing this show cannot do without is
:01:42. > :01:53.a guest and they do not come any happier than ever in Davis! -- Evan
:01:54. > :02:01.Davis. Nice to see you. What can't you do without? It is the phone but
:02:02. > :02:04.money can buy phones. These socks I took to school my first day of high
:02:05. > :02:08.school and they have never worn out and they have been in every sock
:02:09. > :02:15.drawer I have ever had and I would feel terrible if anything happened
:02:16. > :02:21.to them. Are clean? Yes and they even have my name label on. Sell
:02:22. > :02:29.anything living and breathing. The insurance company can replace items.
:02:30. > :02:33.Let's see what happened when Sharif Sadebay discovered a massive
:02:34. > :02:38.sinkhole under his house and was allowed back in to grab what he
:02:39. > :02:41.could when he was allowed back in for 15 minutes. If seemingly
:02:42. > :02:45.ordinary street in Hemel Hempstead but turned the corner and it is a
:02:46. > :02:49.very different story. After the wettest winter on record,
:02:50. > :02:54.it seems sinkhole is or another painful legacy of our recent
:02:55. > :02:57.weather. According to the British Geological Survey, this year's
:02:58. > :03:05.winter storms have contributed to the number of sinkholes and
:03:06. > :03:09.landslides. Natural sinkholes can occur when rainwater soaks through
:03:10. > :03:13.soil and certain types of rock which are dissolved by water. Over time,
:03:14. > :03:18.cavities developed beneath the soil until the ground above collapses.
:03:19. > :03:22.For the residents of this street the nightmare began on the morning of
:03:23. > :03:31.the 15th of February and a knock on the door by police. I opened the
:03:32. > :03:41.door. There were police everywhere. I grabbed my little boy. They came
:03:42. > :03:50.upstairs and said, get out get out. So a real urgency? Guess. Overnight,
:03:51. > :03:56.sinkhole ten feet deep and 30 feet wide Tourette in the ground beneath
:03:57. > :04:01.Sheriff's house. So this happened 11 days ago, have you been back in at
:04:02. > :04:07.all? No, we were not allowed to go back in until today just did get
:04:08. > :04:16.things like clothes. You had no clothes? No clothes, nothing.
:04:17. > :04:20.Everything is in there. Today, Sheriff has been allowed back inside
:04:21. > :04:27.but just for 15 minutes to grab what he can. Residents from the evacuated
:04:28. > :04:33.properties cannot move back in until the Council confirms the ground
:04:34. > :04:39.around the site is safe. All these cracks have suddenly appeared. So
:04:40. > :04:46.you are trying to get as much as you can carry. Since the sinkhole
:04:47. > :04:52.appeared 17 truckloads of concrete have been used to fill the void to
:04:53. > :04:56.try to make the area safe. Holes this size are unusual and probably
:04:57. > :05:01.in my career I have filled in half a dozen holes of the most of this
:05:02. > :05:04.size. We are busy trying to investigate the extent of the
:05:05. > :05:11.problem and naturally, we will do it as quickly as we can. Since being
:05:12. > :05:17.evacuated, Graham's family of four and their dog had been living in a
:05:18. > :05:24.tiny hotel room. Adam has got a cot? No, he is sleeping in with us. The
:05:25. > :05:31.dog has her own bed. You are trying to do some schoolwork at the moment
:05:32. > :05:36.will stop there is a fair bit of cabin fever but we have to just get
:05:37. > :05:43.on with it. You want to know what has happened and make sure it is put
:05:44. > :05:46.right? I do not want them running round the garden with fear in the
:05:47. > :05:51.back of my mind that there might be a sinkhole. Residents of 12
:05:52. > :05:55.properties or unable to return home with no idea when they might be
:05:56. > :06:00.allowed back permanently. For Sheriff it was a case of getting in
:06:01. > :06:05.and out and getting as many things as possible. Lots of clothes for
:06:06. > :06:09.him, his wife and son and also the laptop and documents. He does not
:06:10. > :06:15.know when he will be allowed back inside his house again.
:06:16. > :06:21.What would you do? It is incredible. Good luck to the
:06:22. > :06:24.families. You might remember that Matt and I met Zoe who lost her
:06:25. > :06:30.car, Bruce, when a sinkhole opened up outside her home. Zoe was
:06:31. > :06:36.wondering how she would get Roos out. The good news is, the sinkhole
:06:37. > :06:39.has been filled in! But the bad news is that Bruce is still down there
:06:40. > :06:45.because they could not get the car out so they had to bury the car.
:06:46. > :06:52.However, a very friendly virtual card trading company gave her a new
:06:53. > :06:56.one. Hooray! So it all ended happily ever after. We need to pick things
:06:57. > :07:01.up now. How about a little boy called Lucas who is very cute with
:07:02. > :07:07.his own direct hotline to NASA? He is very tired so we have to get on
:07:08. > :07:11.with this! If you have ever helped your child with a school project
:07:12. > :07:17.prepared to be outdone. Lucas is joined by his dad. James, tell us
:07:18. > :07:25.the story, what was the project that Lucas had to get done at school?
:07:26. > :07:29.Lucas and his friends were doing a project on space at school. We
:07:30. > :07:33.thought we would see if we could get some kind of response from NASA if
:07:34. > :07:38.we dropped them an e-mail if we asked for a brochure or something
:07:39. > :07:42.like that. I filmed Lucas asking some questions. Just a colour
:07:43. > :07:47.brochure would have been amazing. And we were blown away by the
:07:48. > :07:53.response from a very kind chap called Ted. First let's have a look
:07:54. > :08:05.at one of Lucas's questions. Question number one, how many stars
:08:06. > :08:13.are there? A great question! What happened next? Three weeks later we
:08:14. > :08:18.got a response from Ted. There was some dialogue going on. I think Ted
:08:19. > :08:23.had to deal with an emergency at NASA so I did not ask too much. He
:08:24. > :08:29.sent us a ten minute presentation, a tour of NASA. It was a ten minute
:08:30. > :08:38.video but I expect it would have taken a day to edit. This was just
:08:39. > :08:44.for Lucas? Just for Lucas. Good for Ted. He is a very nice man. You have
:08:45. > :08:53.never spoken to him directly but Ted is live from NASA right now. This is
:08:54. > :09:02.super cool! Say hello to Ted. Say come in NASA. Coming, NASA. Now you
:09:03. > :09:12.can ask him any question you want. What do you think? How hot is the
:09:13. > :09:19.son? Good question. The sun is very hot. In fact it is over 5000
:09:20. > :09:24.Celsius. One of the ways we know how hot the sun is by looking at it. It
:09:25. > :09:29.turns out when things are very hot they start glowing and emitting
:09:30. > :09:36.light. By watching the sun we can infer that by looking at the night
:09:37. > :09:41.how hot it is. Right now, NASA is currently studying the sun very
:09:42. > :09:46.intensely. NASA has a great mission called Iris which is studying the
:09:47. > :09:56.sun and watching it all the time. That is a good answer. Any more
:09:57. > :10:04.questions, Lucas? No. No? Ted got away lightly there! How cold is the
:10:05. > :10:08.moon? That is a good question. The temperature on the moon depends on
:10:09. > :10:15.whether it is daytime or night-time like here. During the night it can
:10:16. > :10:27.be colder than -200 Celsius. During the day it can be warmer than 200
:10:28. > :10:32.Celsius. But it is not as fast as it is here. A day and night on the moon
:10:33. > :10:39.takes a month. That is why you can see it go from full moon to half
:10:40. > :10:46.Moon to quarter moon. Have you seen the film Gravity and did it make you
:10:47. > :10:52.scared? Guess, idea to and I am glad I have got my feet on the ground.
:10:53. > :11:07.Say you have heard of the Ted and Little Ted, that is NASA Ted! You
:11:08. > :11:14.can go to sleep now. What is the most you have done for
:11:15. > :11:19.your best pal? Have a listen to Jane Plume's story.
:11:20. > :11:26.When my best friend and her husband lost their lives I made the big
:11:27. > :11:30.decision to become legal guardian to their boys. There is rarely a quiet
:11:31. > :11:35.moment at this house in Loughborough. Jane is a single
:11:36. > :11:44.mother to five children. These three are hers but Luke and Ashton are the
:11:45. > :11:49.sons of her best friend Jean. The first thing that struck me was her
:11:50. > :11:56.smile. She was very bubbly. We had a similar outlook to life in general.
:11:57. > :12:04.We would sit down with a bottle of wine and put the world to rights.
:12:05. > :12:08.When Jane and Jean are both met -- when Jane and June one met they both
:12:09. > :12:19.have young families. We started planning days out. Gina was very
:12:20. > :12:27.loud but Sean was more reserved. Over time he became a really good
:12:28. > :12:33.friend. In 2009, Sean was diagnosed with lung cancer and given just a
:12:34. > :12:40.few months to live. He refused to be defeated and threw himself into
:12:41. > :12:45.fundraising. He told Gina out of the hole that she was starting to sink
:12:46. > :12:51.into because he was so strong and positive. A year later out of the
:12:52. > :12:57.blue, the family received a phone call. I cannot remember the exact
:12:58. > :13:02.words. They said there had been an accident. Gina was killed in a car
:13:03. > :13:07.crash. She was just 34. Her boys were five and 11. That is where my
:13:08. > :13:12.practical side kicked in. I would get the boys to school and get
:13:13. > :13:20.Ashton to the childminder. I would wait for my girls, pick them up,
:13:21. > :13:25.come back, do dinner for everybody. Jane realised time was short for
:13:26. > :13:42.Sean. One day I said, if you wanted me to have the boys, I would. Was it
:13:43. > :13:46.a big decision? It was a big decision and I did not take it
:13:47. > :13:50.lightly. But I did not have to ponder it for months or weeks or
:13:51. > :14:10.days. It was a massive decision. But an easy decision. When Sean died,
:14:11. > :14:15.Jane moved into their house. Annie Mae had to change schools. Marco and
:14:16. > :14:20.Milly have astounded me. The way they have coped with the change and
:14:21. > :14:30.accepted it, as far as I'm concerned, they have two more
:14:31. > :14:34.brothers. I said, go for it. Tell me what you think about auntie Jane? I
:14:35. > :14:39.love her to bits. She's the best thing that happened to us. I was
:14:40. > :14:45.really happy she offered to take us in after mum and dad passed away.
:14:46. > :14:56.What is it like having this munchkin as a sister? She is a rascal. Who is
:14:57. > :15:03.this boy? My brother. Who is this girl? My sister. We make a lot of
:15:04. > :15:08.memories around the dinner table. We are lucky that we have got a few
:15:09. > :15:14.memories of the families together. Last year, Jane's daughter nearly
:15:15. > :15:21.nominated her for a Mum of the year award with the local paper. My mum
:15:22. > :15:27.should be Mum of the year because since 2009 she has been an
:15:28. > :15:33.inspiration. Jane won the award. I love all five of them equally. I
:15:34. > :15:40.have never once regretted my decision. Jane has written a book
:15:41. > :15:47.about her story and it is out now. Big decision to make - our
:15:48. > :15:51.documentary - pro or anti-London? A bit of pro, a bit of anti. Here is a
:15:52. > :15:56.clip. More than ever before, one city is
:15:57. > :16:04.dominating our lives, our economy, our culture, our politics. London is
:16:05. > :16:08.now evolving into the capital of the world! It is the place where people
:16:09. > :16:14.want to live if they possibly can and want to have some investment.
:16:15. > :16:20.Money, companies and people are pouring into London like never
:16:21. > :16:24.before. London is one of the great iconic cities of the world and we
:16:25. > :16:30.can attract people from New York, from Tokyo, from Paris. Our capital
:16:31. > :16:35.is generating more than a fifth of Britain's income and it is pulling
:16:36. > :16:39.away from the rest of the country. The danger is that while London
:16:40. > :16:43.congratulates itself on global economic success, the rest of the
:16:44. > :16:49.country feels left out of getting any share of it. It seems crazy that
:16:50. > :16:53.we are centralising it in one place and building a huge suburb that is
:16:54. > :17:04.stretching north rather than spreading it out properly. APPLAUSE
:17:05. > :17:09.Two hours in all, starts on Monday at 9.00pm on BBC Two. A week later,
:17:10. > :17:12.you have the second half. What was the mission statement behind Mind
:17:13. > :17:17.the Gap? It was explain why, in this country, London is just so dominant.
:17:18. > :17:24.It is not like Germany where you have Berlin and Hamburg and
:17:25. > :17:28.Dusseldorf and Cologne, it is a weird, lopsided economy and a lot of
:17:29. > :17:32.us who live and work in London think it is getting more lopsided. This
:17:33. > :17:36.place is changing very fast. We wanted to explain it. That is part
:17:37. > :17:40.one. We wanted to see what do you do about it, what should the rest of
:17:41. > :17:44.the country do about it? I wanted a little chance to put a hard hat on
:17:45. > :17:50.and go to a lot of construction sites. Of course you did(!) What
:17:51. > :17:53.were the major arguments for and against London's power? London
:17:54. > :17:56.really works. This is the thing. This is why it is so difficult for
:17:57. > :18:01.the rest of the country. London sucks in a lot of talented people.
:18:02. > :18:06.It creates lots of top jobs. It's a great place to put those top jobs
:18:07. > :18:11.because - you have condensed so many people within a tiny space, within
:18:12. > :18:16.45 minutes of travel time. You have millions of people. In lots of
:18:17. > :18:21.businesses, media, science, financial services, that kind of
:18:22. > :18:24.proximity, that shoving everybody, squashing everybody up seems to work
:18:25. > :18:29.well. That is why London is successful. London uses its people
:18:30. > :18:34.brilliantly. The rest of the world look at it as a sort of - the
:18:35. > :18:39.Germans have VW, we have London. It is a great machine that churns out
:18:40. > :18:43.output. London is productive and that has to be good. Of course. You
:18:44. > :18:46.don't want to close down your big economic engine. Lots of people will
:18:47. > :18:52.be thinking, "It all happens in London." Exactly. The problem is
:18:53. > :18:56.that with the way London produces so much, it sucks in a lot of the best
:18:57. > :19:01.jobs and the best people from the rest of the country. So, it uses up
:19:02. > :19:07.more than its share, really. It uses it up very well. You can see how the
:19:08. > :19:13.rest of the country must feel that it needs to get a look-in. Boris is
:19:14. > :19:20.very pro, the Mayor of London. Did you get some good antis, though? The
:19:21. > :19:22.trouble is this. Everyone outside London running Birmingham City
:19:23. > :19:26.Council and Manchester, they don't want to do down London because they
:19:27. > :19:32.want to say, "We are doing really well." They are all saying, "We are
:19:33. > :19:36.doing fantastically." We found it hard to get people to do down
:19:37. > :19:40.London. It was a bit of a mission. We don't want to do London down. It
:19:41. > :19:45.doesn't have to be a versus the rest. We have to ask what is the
:19:46. > :19:49.rest of Britain doing to get a piece, to sort of get a segment of
:19:50. > :19:53.that? It is called Mind the Gap. What about the gap, is it widening?
:19:54. > :20:02.It is at the moment. That is not good. We have this enormous crash -
:20:03. > :20:05.the crash of five years ago - it was in London's industries that that
:20:06. > :20:10.crash occurred. Which part of the country is growing fastest? London.
:20:11. > :20:14.People are flocking into London. It is the most extraordinary thing.
:20:15. > :20:17.There is a bubble, as you said, and a crash could happen again. What
:20:18. > :20:22.happens if the Russians and the Chinese ship out? This is my secret
:20:23. > :20:25.worry about the programme. Everybody leaving in two years' time and
:20:26. > :20:29.someone will say, "What a load of old rubbish that was!" There could
:20:30. > :20:34.be a bubble in the property market. It is getting very silly where I
:20:35. > :20:38.live. I wouldn't be surprised if those were overheated. London has -
:20:39. > :20:42.it has - there is something about big cities at the moment. They are a
:20:43. > :20:50.very good place to do stuff. London has a resilience, even if the
:20:51. > :20:55.property market falls, my guess is that London itself will reinvent
:20:56. > :21:00.itself. Don't say "London" anymore! What about Manchester? What about
:21:01. > :21:04.Birmingham? Liverpool? Here is the part two story. What does the rest
:21:05. > :21:13.of the country do about it? You have said it again! Sorry. LAUGHTER We
:21:14. > :21:18.need bigger cities outside of the capital. And - I said "the
:21:19. > :21:21.capital"... This is quite good. We have some big cities. They are not
:21:22. > :21:28.huge cities - Manchester, Liverpool, Leeds. We have these cities. If you
:21:29. > :21:33.could somehow join them up a bit more, if you could build really fast
:21:34. > :21:38.links between those, and build much better roads between those than the
:21:39. > :21:43.M62, you would have a city the size of Los Angeles. It would be like Los
:21:44. > :21:48.Angeles, a big, sprawling city. I think some kind of focussing on the
:21:49. > :21:51.big cities. The world is about cities at the moment. That's what
:21:52. > :21:58.this whole programme is about. Alright. The programme is on BBC
:21:59. > :22:01.Two. It's a week apart. Monday and Monday. The first Monday after the
:22:02. > :22:13.weekend. The one seven days after that! What can't you do without
:22:14. > :22:20.right now? Hunger Games. This one is a bit strange. Michelle can't live
:22:21. > :22:29.without her two certificates for sheep-related items. This one can't
:22:30. > :22:34.live without her woolly hat. Sally can't live without her bike that
:22:35. > :22:38.lives in her living room. OK. Evan, when you find yourself on a phone to
:22:39. > :22:44.a call centre, do you behave well on purpose in case you are being
:22:45. > :22:48.listened to and taped? I always behave well, but not because I fear
:22:49. > :22:56.being taped. Just because I'm a nice guy. He is a nice bloke. We sent
:22:57. > :22:59.Michael Douglas to give some call centre workers a spruce up. If only
:23:00. > :23:04.they were allowed to put the phone down for long enough.
:23:05. > :23:11.I have come to Morley on the edge of Leeds. Today, I'm calling in to a
:23:12. > :23:16.call centre. These people are dealing with calls about parcels
:23:17. > :23:20.handled by one of the country's largest delivery companies. Good
:23:21. > :23:25.morning. They deal with more than 160 million collections and
:23:26. > :23:29.deliveries each year. If you send something and it doesn't arrive,
:23:30. > :23:33.these are the people you talk to. Nicola is a customer service
:23:34. > :23:39.adviser. That is right, isn't it? Correct. Nice. How do they measure
:23:40. > :23:46.your job success? They say we kind of have four minutes per call. OK.
:23:47. > :23:50.Or per enquiry. How do you stay calm if somebody is giving you a load of
:23:51. > :23:54.grief. ? Do you have a technique? We have to sit and take the swearing
:23:55. > :23:58.and the abuse that we do get and tell them if they don't stop it, we
:23:59. > :24:01.will end the call. If they don't stop, we terminate the call. If they
:24:02. > :24:06.are nice to me, I will help them. If they do come through straightaway
:24:07. > :24:10.being rude, sometimes it is hard to stay calm. Obviously, I would lose
:24:11. > :24:19.my job if I didn't. I don't have a choice. Take a look. Wow! You like
:24:20. > :24:24.it? It is great. Back of the net! When people ring in, do they pay for
:24:25. > :24:29.that call? Yes. If you were to ring them back, we would pay for that
:24:30. > :24:33.call? We would pay for that. So you avoid doing that! You should be
:24:34. > :24:38.answering the phone, not playing on Facebook? What is going on? I work
:24:39. > :24:47.on the social media team, so we deal with queries on Facebook and
:24:48. > :24:52.Twitter. We can monitor what is being said and we can approach them
:24:53. > :25:03.and say, "Would you like us to resolve that problem for you?" How
:25:04. > :25:08.many followers have you got? 5,600. How many calls do you get to a day?
:25:09. > :25:13.You can take a hundred plus calls on a really busy day. Are calls really
:25:14. > :25:17.recorded for training purposes? We can record them to train staff, but
:25:18. > :25:21.sometimes it can be used obviously if you are on a call and you have
:25:22. > :25:27.someone that is hard to deal with. What is the technique then? You are
:25:28. > :25:31.not, like, undermining the customer, trying to patronise them. That would
:25:32. > :25:34.be a no, no. Have you had an argument with a girlfriend where you
:25:35. > :25:41.have used your default tone of voice to keep things calm? My girlfriend
:25:42. > :25:45.works here! We have both done it. "That's fine, that's fine. But we
:25:46. > :25:50.will stop there, we don't need to go any further." Take a look. Better
:25:51. > :25:57.than my mop that I had before! It needed it. Thank you very much. You
:25:58. > :26:01.are the boss here. Why have you got the FA Cup? Contact centre manager
:26:02. > :26:06.of the year. Congratulations. It is like winning the Oscar. You are the
:26:07. > :26:14.Meryl Streep of customer care centres. Thank you. I quite like the
:26:15. > :26:18.idea of being Meryl Streep! This is Sophie. She's so busy I have to cut
:26:19. > :26:23.her hair at the desk. Sophie is on the VI P-Team. What does that mean?
:26:24. > :26:29.We deal with customers that ship more than 100 parcels week with us.
:26:30. > :26:34.We have a collection that - a van driver that has not turned up. They
:26:35. > :26:38.are contacting the driver. Should be there within the next ten minutes.
:26:39. > :26:46.Alright, then. Thank you. Bye. Nice work. Love it. Really nice. Won't be
:26:47. > :26:50.able to do that at home, though! It's been a brilliant day with these
:26:51. > :26:54.jolly nice people. The next time I ring a call centre, I shall remember
:26:55. > :27:00.to be sweet on the end of the phone. Thank you, bye. Thank you very much.
:27:01. > :27:05.If you thought that was a good, strong plait, have a look at this.
:27:06. > :27:10.This is Anastasia from the Circus of Horrors and she can pull a car with
:27:11. > :27:17.her hair. Anastasia, how did you learn that you could do this? It was
:27:18. > :27:21.originally Chinese men that used to do it and I was looking for
:27:22. > :27:25.something a bit grander and that is where the hair hanging came in. It
:27:26. > :27:29.is an old-fashioned circus act that is dying now because it is quite
:27:30. > :27:41.unpleasant to do. I can imagine. The end of the show is almost here. The
:27:42. > :27:48.quicker you can pull that cab Evan will have longer to plug the Circus
:27:49. > :27:52.of Horrors Tour. Thanks to all our guests tonight. You can see Evan's
:27:53. > :27:57.programme, Mind the Gap: London vs The Rest, on Monday at 9.00pm on BBC
:27:58. > :27:59.Two. Next week, Mary Berry, John Barrowman, Ruby Wax, Sam Bailey and
:28:00. > :28:09.Jeff Lynne. Anastasia, go, baby, go! APPLAUSE
:28:10. > :28:37.Good grief! Nearly there. Tomorrow, Bromley
:28:38. > :28:42.Churchill Hall. Thursday Reading. Friday Tunbridge Wells. Monday,
:28:43. > :28:48.Darlington. Friday 14th March, Stoke-on-Trent. Saturday 15th,
:28:49. > :28:54.Birmingham. Other dates, too. Thank you very much. Your husband plaits
:28:55. > :28:57.your hair? He does. Monday, I will tell you about the Sport Relief
:28:58. > :29:00.Challenge. Have a great weekend. Bye. Cheers.