0:00:02 > 0:00:05The law says everyone has the right to a safe place to live.
0:00:05 > 0:00:07We want to get your problem sorted out.
0:00:07 > 0:00:09But for thousands of people across Britain,
0:00:09 > 0:00:13the reality can be more hovel than home.
0:00:13 > 0:00:15- That gulley pan was up to the top with- BLEEP!
0:00:15 > 0:00:17This is not right, this.
0:00:17 > 0:00:19In the battle between tenants and landlords,
0:00:19 > 0:00:22it's local housing officers who are on the front line.
0:00:22 > 0:00:25This is a really dangerous place to be living.
0:00:25 > 0:00:27'I'm Matt Allwright and I've been training hard,
0:00:27 > 0:00:30'ready to join the ranks of these housing enforcers.'
0:00:32 > 0:00:35- The fire's in here, you're in there. - Yes.- You can't get out.
0:00:35 > 0:00:37'Tackling problem properties.'
0:00:37 > 0:00:39In the walls, I hear scratching.
0:00:39 > 0:00:41It's a bit of a death trap.
0:00:41 > 0:00:44'Dealing with the consequences of nightmare neighbours.'
0:00:44 > 0:00:46Urine running down the wall.
0:00:46 > 0:00:49'And everything in between.'
0:00:49 > 0:00:50Months pass and nothing gets done.
0:00:50 > 0:00:53- I'm so pleased for you. - I feel like I've won the Lottery.
0:00:53 > 0:00:55You're looking like a bad landlord.
0:01:01 > 0:01:05Today, I'm getting to the bottom of a young mum's problems.
0:01:05 > 0:01:08It was really cold in there, we all had to wear coats.
0:01:08 > 0:01:11- That's hard.- It is, very hard. - When they're that little.
0:01:11 > 0:01:13How did that happen, how did you let that slip?
0:01:13 > 0:01:17Housing officer Beccy has a re-homing mission on her hands.
0:01:17 > 0:01:21Because you've got mobility issues, you're struggling with the stairs.
0:01:21 > 0:01:25Climbing up them stairs every day, I feel like I'm climbing the Eiger.
0:01:25 > 0:01:29And we're on a mission to stop the rot.
0:01:29 > 0:01:32They've been unhappy for some time and it's where the damp problem's
0:01:32 > 0:01:34coming from that really needs addressing.
0:01:38 > 0:01:41They say an English person's home is their castle,
0:01:41 > 0:01:43but if it's a rented castle,
0:01:43 > 0:01:46then it falls under the watchful eye of our housing officers.
0:01:46 > 0:01:50They're there to make sure that a growing army of private landlords
0:01:50 > 0:01:53stick to the rules and make sure
0:01:53 > 0:01:56their properties meet some pretty basic safety standards.
0:01:56 > 0:02:00We're on our way to Sleaford in Lincolnshire to visit a young mum
0:02:00 > 0:02:04who says her landlord is letting the most vital of those standards slip.
0:02:06 > 0:02:08Jade Horne has been having major problems
0:02:08 > 0:02:12with the gas appliances in her rented flat.
0:02:12 > 0:02:15It started with my boiler being faulty.
0:02:15 > 0:02:20I contacted the landlord saying that the pilot light didn't work
0:02:20 > 0:02:25and I had no hot water, I had no central-heating.
0:02:25 > 0:02:29I said to him about a year ago that the oven didn't work.
0:02:29 > 0:02:32Although the boiler's since been fixed,
0:02:32 > 0:02:34Jade still has no working oven.
0:02:34 > 0:02:36Do you want to see how I turn it on?
0:02:38 > 0:02:40It's now started to click,
0:02:40 > 0:02:43so that means only the gas is coming through.
0:02:43 > 0:02:45There's no flame coming through.
0:02:47 > 0:02:50Jade's landlord has been fined £2,000
0:02:50 > 0:02:53for not having an up-to-date gas safety certificate
0:02:53 > 0:02:56and she still hasn't got the right paperwork.
0:02:56 > 0:02:58Without it, the oven's gas supply should have been capped
0:02:58 > 0:03:01to ensure Jade and her kids don't come to any harm.
0:03:03 > 0:03:05It's a bit of a death trap,
0:03:05 > 0:03:09which will then cause health problems for me and my children.
0:03:09 > 0:03:13I just feel really distressed with him at the minute.
0:03:14 > 0:03:16Very stressful.
0:03:16 > 0:03:19Carbon monoxide can come from almost any gas appliance,
0:03:19 > 0:03:21even if there's a minor fault.
0:03:21 > 0:03:24With symptoms including nausea and dizziness.
0:03:25 > 0:03:27Jade's case needs investigating
0:03:27 > 0:03:31and it's down to housing officer Chris Gallimore to do the job.
0:03:31 > 0:03:33I, meanwhile, am along for the ride.
0:03:33 > 0:03:37Talk to me about gas safety certificates.
0:03:37 > 0:03:39When do they come onto your radar?
0:03:39 > 0:03:42It's normally a tenant will make a complaint to us
0:03:42 > 0:03:46and say they've got a gas certificate, but it's out of date
0:03:46 > 0:03:51and the landlord hasn't got somebody in to get the gas test done again.
0:03:51 > 0:03:54So this is like Landlord 101.
0:03:54 > 0:03:57This is the prime requirement, before you get anyone in
0:03:57 > 0:04:02- or do anything else, that's a piece of paper you should have.- Yep.
0:04:02 > 0:04:05'Around 200 people are poisoned by carbon monoxide
0:04:05 > 0:04:08'or natural gas leaks each year.
0:04:08 > 0:04:12'No certificate means the oven is illegal and potentially dangerous.
0:04:12 > 0:04:15'And it's the landlord's duty to get it sorted.'
0:04:16 > 0:04:18It started off with the boiler not working.
0:04:18 > 0:04:21I asked him to get it fixed.
0:04:21 > 0:04:23He still wasn't doing anything.
0:04:23 > 0:04:26And it's taken for him to go to court
0:04:26 > 0:04:29to then get the boiler sorted.
0:04:29 > 0:04:32But the oven is still faulty.
0:04:32 > 0:04:36At the moment, I can't cook a hot meal for my children
0:04:36 > 0:04:38because I still haven't got an oven.
0:04:38 > 0:04:40So, what was happening with the boiler?
0:04:40 > 0:04:43Was it not working at all, or was it intermittent?
0:04:43 > 0:04:47The hot water wouldn't come on.
0:04:47 > 0:04:53I'd gone about three months without any gas, heating or hot water.
0:04:53 > 0:04:57I had to go down to my mum's to wash my kids.
0:04:57 > 0:04:59To wash up, I had to boil the kettle.
0:04:59 > 0:05:02It was really cold in here.
0:05:02 > 0:05:05We all had to wear coats and wrap up in blankets.
0:05:05 > 0:05:07- That's hard.- It is. - When they're that little,
0:05:07 > 0:05:10trying to explain to them why they're cold.
0:05:10 > 0:05:13'This is not an ideal situation for anyone,
0:05:13 > 0:05:15'but especially a young mum with kids.
0:05:15 > 0:05:17'To make matters worse,
0:05:17 > 0:05:20'Jade's landlord also claims she's in rent arrears.
0:05:20 > 0:05:21'She denies this.'
0:05:21 > 0:05:26And so, those rent arrears, how much is that up to now?
0:05:26 > 0:05:29He's now saying that it's over £1,000.
0:05:29 > 0:05:31What do you want to happen next?
0:05:31 > 0:05:36I just want an oven to cook my kids' food in and that's it.
0:05:38 > 0:05:42So, Chris...this is complicated, isn't it?
0:05:42 > 0:05:46Because you've got two sides to this story, really,
0:05:46 > 0:05:49and it's kind of one word against the other.
0:05:49 > 0:05:52Primarily, what I'm looking at are the housing issues
0:05:52 > 0:05:54and the safety of the tenant.
0:05:54 > 0:05:56Arrears, rent, is another issue.
0:05:56 > 0:05:59OK, it is an issue, but the primary issue
0:05:59 > 0:06:03is that the property doesn't reach the standards that it should do.
0:06:03 > 0:06:06- So, he's been to court, there's been a fine?- Yep.
0:06:06 > 0:06:09And still you haven't got the documentation
0:06:09 > 0:06:11to prove that this is gas safe.
0:06:11 > 0:06:14We have been provided with a gas safety certificate,
0:06:14 > 0:06:16but the date on it, it's from 2013.
0:06:16 > 0:06:20- We know that this cooker has not been safe for over a year.- Yep.
0:06:20 > 0:06:22And we can also assume
0:06:22 > 0:06:26that the boiler that's stated on here as safe to use isn't
0:06:26 > 0:06:29- because this is over 12 months. - Right.
0:06:29 > 0:06:31So basically, those appliances aren't safe to use.
0:06:31 > 0:06:33They have to look at it as a worst case.
0:06:33 > 0:06:35If there was an incident in this property related to the gas
0:06:35 > 0:06:38where there was an explosion or a carbon monoxide leak,
0:06:38 > 0:06:40it potentially could have fatal consequences,
0:06:40 > 0:06:42which would come back on the landlord then.
0:06:42 > 0:06:47'Well, if he doesn't respond to the council's latest enforcement notice,
0:06:47 > 0:06:50'Jade's landlord could be looking at another court appearance
0:06:50 > 0:06:52'and another hefty fine.
0:06:52 > 0:06:56'I'll be getting his side of the story a bit later on.'
0:06:56 > 0:06:58How did that happen? How did you let that slip?
0:07:02 > 0:07:05Today, we're in Ramsgate in Kent.
0:07:05 > 0:07:08Tenant/landlord relationships can be difficult.
0:07:08 > 0:07:11When they break down, they can leave a landlord with no choice
0:07:11 > 0:07:13but to serve an eviction notice.
0:07:13 > 0:07:17These evictions put a strain on the team at Thanet Council.
0:07:17 > 0:07:20Housing officer Beccy Pavlou has a case like this to deal with today
0:07:20 > 0:07:24and she's anxious to find out exactly what the problem is.
0:07:26 > 0:07:28Today, we're going to see a gentleman
0:07:28 > 0:07:30who has received a notice to quit from his landlord.
0:07:30 > 0:07:33Concerns have been raised that the property in question
0:07:33 > 0:07:36has become cluttered and is now so bad
0:07:36 > 0:07:38that it's becoming a health and safety risk.
0:07:38 > 0:07:40From what Social Services have advised me,
0:07:40 > 0:07:42I think it could be that maybe he's struggling
0:07:42 > 0:07:44to remove rubbish from the property
0:07:44 > 0:07:49and perhaps it's just a build-up, an accumulation of those things.
0:07:49 > 0:07:53I've spoken to him on the phone a few times,
0:07:53 > 0:07:56but I've not met him face-to-face or seen the property yet.
0:07:56 > 0:07:59The tenant is Ray Twyman.
0:07:59 > 0:08:02He's living in chaotic conditions on the top floor of this house,
0:08:02 > 0:08:04but he says he's not a hoarder.
0:08:06 > 0:08:07I've let the rubbish collect up
0:08:07 > 0:08:10because I can't get it down the stairs
0:08:10 > 0:08:12because of my disability issues.
0:08:12 > 0:08:14The paranoia of falling down the stairs
0:08:14 > 0:08:17when I'm carrying objects down the stairs.
0:08:18 > 0:08:20I do not want to stay in this flat.
0:08:20 > 0:08:24As soon as the council sort me out, I'll be happy.
0:08:24 > 0:08:27Five years ago, when he first moved in,
0:08:27 > 0:08:29things were very different.
0:08:29 > 0:08:33A former Army serviceman, Ray was a picture of health.
0:08:34 > 0:08:38When I moved into this property, I had no health issues whatsoever.
0:08:38 > 0:08:43I was active, fit, cycling everywhere I went every day.
0:08:43 > 0:08:46Averaging between 20-25 miles a day with no problem.
0:08:48 > 0:08:50But a cycling accident two and a half years ago
0:08:50 > 0:08:53changed his life completely.
0:08:53 > 0:08:57My wheel goes in the hole and won't go no further
0:08:57 > 0:09:02because the hole was at least six to seven inches deep, like a dish.
0:09:03 > 0:09:07And I face-plant in the ground.
0:09:07 > 0:09:09Bike followed me over and clouted me on the side of the head.
0:09:11 > 0:09:14Since the accident, damage to Ray's spinal cord
0:09:14 > 0:09:16has caused his health to steadily decline.
0:09:16 > 0:09:19And the consequences have been devastating.
0:09:21 > 0:09:24I am virtually numb from the neck down.
0:09:24 > 0:09:26You could stab me in the leg with a drawing pin
0:09:26 > 0:09:28and I wouldn't know you'd done it.
0:09:30 > 0:09:32I have balance problems, sensation problems
0:09:32 > 0:09:35and movement problems.
0:09:35 > 0:09:37My brain is saying there's nothing wrong,
0:09:37 > 0:09:40but my body's saying, "No. Don't compute."
0:09:42 > 0:09:44To add to his troubles, Ray's poor health
0:09:44 > 0:09:47has meant it's difficult to find a job.
0:09:47 > 0:09:52If I can't feel what I'm doing or whatever I'm holding in my hand,
0:09:52 > 0:09:54who's going to employ me? Nobody.
0:09:56 > 0:09:58Because they can't cover me on their liability insurance.
0:09:59 > 0:10:01Cases like this are tough.
0:10:01 > 0:10:02On the face of it, I can see
0:10:02 > 0:10:06the landlord has every right to feel exasperated.
0:10:07 > 0:10:10I completely sympathise with landlords
0:10:10 > 0:10:12and if you are in the position where you have tenants
0:10:12 > 0:10:15that are breaching their tenancies for whatever reason,
0:10:15 > 0:10:18or just need some extra support,
0:10:18 > 0:10:21I think sometimes you do become a counsellor
0:10:21 > 0:10:23or a social worker more than a landlord.
0:10:23 > 0:10:27But with the threat of eviction looming for Ray,
0:10:27 > 0:10:29Beccy needs to see for herself if some mediation
0:10:29 > 0:10:32between tenant and landlord might be enough
0:10:32 > 0:10:34to put his tenancy back on track.
0:10:36 > 0:10:40I don't know what the future holds for me. I hope it's a good one.
0:10:40 > 0:10:44Because it's about time a little bit of karma come back my way.
0:10:46 > 0:10:49Hello, Mr Twyman. I haven't met you.
0:10:49 > 0:10:51I've spoken to you over the phone, so I wanted to meet you.
0:10:51 > 0:10:54As you know, the landlord has served a notice,
0:10:54 > 0:10:58two months, Section 21, for you to vacate the property.
0:10:58 > 0:11:00Because the landlord served the notice,
0:11:00 > 0:11:02normally, what we would do is we look to see
0:11:02 > 0:11:05if there's anything we can try to resolve the situation.
0:11:05 > 0:11:07What's the main issue with the rubbish, would you say?
0:11:07 > 0:11:09The way I get down the stairs.
0:11:09 > 0:11:12You can see marks down the stairs, I'm holding on to the banister
0:11:12 > 0:11:13and sliding my shoulder down the wall.
0:11:13 > 0:11:16It's the only way I can get down the stairs,
0:11:16 > 0:11:19which is why I've got issues carrying stuff down.
0:11:19 > 0:11:23Climbing up them stairs every day, I feel like I'm climbing the Eiger.
0:11:23 > 0:11:25And then trying to go down a ski slope
0:11:25 > 0:11:27with no skis when I'm going down in the morning.
0:11:29 > 0:11:32Ray's problems getting around aren't the only things
0:11:32 > 0:11:34causing the rubbish to build up.
0:11:34 > 0:11:38He's having very practical issues in the flat as well.
0:11:38 > 0:11:41I can't cook. I'm forever cutting myself
0:11:41 > 0:11:46and I don't know I've cut my hand until I see blood on the floor.
0:11:46 > 0:11:49Unless it's really deep and it hits bone.
0:11:49 > 0:11:51Microwave meals, I can handle.
0:11:51 > 0:11:54But I haven't got a very big kitchen,
0:11:54 > 0:11:58so I can't do a full week's shop and freeze it.
0:11:58 > 0:12:02Ordering takeaways is the easiest option for me.
0:12:02 > 0:12:05I just wish they was a little bit cheaper.
0:12:05 > 0:12:08Especially with the amount of money they're having off me,
0:12:08 > 0:12:11averaging £22 a night.
0:12:11 > 0:12:14I need the council to give me a ground-floor flat.
0:12:16 > 0:12:19I mean, the property is in a dreadful state.
0:12:19 > 0:12:22You can understand why the landlord's had enough.
0:12:22 > 0:12:25But it's clearly not going to be a straightforward case.
0:12:25 > 0:12:27For now, Beccy needs to find an immediate solution
0:12:27 > 0:12:29to halt the eviction proceedings.
0:12:29 > 0:12:32It seems to me it's evident because you've got mobility issues,
0:12:32 > 0:12:34you're struggling with the stairs.
0:12:34 > 0:12:37- It's not coming up, it's going down that's the problem.- Right. OK.
0:12:37 > 0:12:41- So to me, it's probably not suitable for you long term.- No.
0:12:41 > 0:12:42The landlord's got concerns
0:12:42 > 0:12:45and understandably in a way that he's got concerns
0:12:45 > 0:12:47because he would be worried about fire risks.
0:12:47 > 0:12:49And I think that's a fair comment
0:12:49 > 0:12:51because any landlord would have those concerns.
0:12:51 > 0:12:53So we need to be looking at what we can try and do,
0:12:53 > 0:12:55or you can do initially
0:12:55 > 0:12:58to try and clear as much of it as possible.
0:12:58 > 0:13:00Because I can then liaise with the landlord
0:13:00 > 0:13:03to see hopefully if we can extend your time.
0:13:03 > 0:13:06And then it gives us extra time to be looking at
0:13:06 > 0:13:08what's available for you through social housing.
0:13:08 > 0:13:10It might be that we're able to help you
0:13:10 > 0:13:12find somewhere else to rent privately.
0:13:14 > 0:13:16If Beccy can convince Ray
0:13:16 > 0:13:19to have a clearout over the next couple of weeks,
0:13:19 > 0:13:21she might be able to persuade the landlord
0:13:21 > 0:13:23to let him stay for the time being
0:13:23 > 0:13:26and buy everybody a bit of breathing space.
0:13:26 > 0:13:29Thank you for letting us come in. I appreciate it.
0:13:29 > 0:13:31Otherwise, we just hear what the landlord's saying.
0:13:31 > 0:13:34And it's always good to hear what you're saying, as well.
0:13:34 > 0:13:37We'll contact you and arrange an appointment
0:13:37 > 0:13:40that's suitable for you. We'll come back in a couple of weeks.
0:13:42 > 0:13:46I do fully appreciate the fact that he might have mobility issues,
0:13:46 > 0:13:49but there is a bit of a lifestyle issue that needs to be addressed
0:13:49 > 0:13:51and he must make sure that hopefully with support,
0:13:51 > 0:13:53that he addresses those issues
0:13:53 > 0:13:55to improve his own living arrangements, really.
0:13:55 > 0:13:58Not only to see if the landlord will extend his stay,
0:13:58 > 0:13:59but for himself, really.
0:14:02 > 0:14:04If he does a good clearance and we go back and inspect,
0:14:04 > 0:14:07at least that's positive news we can go back to the landlord with
0:14:07 > 0:14:09and we'll go from there, I think.
0:14:09 > 0:14:13Beccy can't help but appreciate the landlord's concern
0:14:13 > 0:14:15with the state of the flat.
0:14:15 > 0:14:18It's not an easy job to be a landlord.
0:14:18 > 0:14:20There's a lot of stress involved a lot of the time
0:14:20 > 0:14:22and there's always a lot of issues to deal with.
0:14:24 > 0:14:27We'll be back later to see if Ray manages to clear up
0:14:27 > 0:14:30and if Beccy's work pays off.
0:14:30 > 0:14:34The purpose of the visit was to see how you've been getting on.
0:14:34 > 0:14:36I have spoken to your landlord.
0:14:42 > 0:14:44Back in Sleaford, young mum Jade
0:14:44 > 0:14:47has been living in a rented flat with a faulty oven
0:14:47 > 0:14:49and no gas safety certificate
0:14:49 > 0:14:52to prove that any of the appliances are fit to use.
0:14:52 > 0:14:56Only the gas is coming through, which will then cause
0:14:56 > 0:14:58health problems for me and my children.
0:14:58 > 0:15:01Jade's landlord Sam has agreed to meet me
0:15:01 > 0:15:03at another of his properties next door.
0:15:03 > 0:15:06OK, so this looks like a very tidy...
0:15:06 > 0:15:08It's immaculate, actually, this place.
0:15:08 > 0:15:10- Yes. Absolutely new, innit?- OK.
0:15:10 > 0:15:13It's two years old, this one is.
0:15:13 > 0:15:15- And gas safety certificate? - Everything is there.
0:15:15 > 0:15:18These are two very different flats. OK.
0:15:18 > 0:15:23And I can see how the person inside the flat can change things,
0:15:23 > 0:15:27but she's not responsible for the gas safety certificate.
0:15:27 > 0:15:29How did that happen? How did you let that slip?
0:15:29 > 0:15:33The guy was here twice, sat outside her house.
0:15:33 > 0:15:37She was inside the house, she would not open the door.
0:15:37 > 0:15:39And put the letter through,
0:15:39 > 0:15:42there's somebody coming to get the gas checked.
0:15:42 > 0:15:43She did not open the door again.
0:15:43 > 0:15:46You came twice to try and renew the gas certificate
0:15:46 > 0:15:48and try and get everything the way it should be,
0:15:48 > 0:15:50but she wouldn't let you in the flat?
0:15:50 > 0:15:51She wouldn't let me in the flat.
0:15:51 > 0:15:56Because she owes me nearly two and a half months' rent,
0:15:56 > 0:16:01plus £550 on top.
0:16:01 > 0:16:04But Jade's got a different take on what's happened.
0:16:04 > 0:16:08If anybody knocked on the door, if I wasn't in or didn't answer
0:16:08 > 0:16:09then I'd have a
0:16:09 > 0:16:13card put through my door when I could contact them to make
0:16:13 > 0:16:16another arrangement for them to come round, but there was no card
0:16:16 > 0:16:19on my floor, when I walked through the door and
0:16:19 > 0:16:22I've not heard anybody knock on the door when I've been in.
0:16:22 > 0:16:26Then the council get involved, you get the notification,
0:16:26 > 0:16:31the court process as well which you don't go to,
0:16:31 > 0:16:34at that point you're looking like a bad landlord.
0:16:34 > 0:16:38I had the certificate for about a month or two,
0:16:38 > 0:16:41it was taking the time off to go to the council to hand over the...
0:16:41 > 0:16:43- And that certificate is out of date. - That certificate.
0:16:43 > 0:16:46And that certificate is out of date, that certificate is old.
0:16:46 > 0:16:48- No, it wasn't.- Yeah, it is.- No, it's not.
0:16:48 > 0:16:51It's January 2013.
0:16:51 > 0:16:54It's just done recently, again...
0:16:54 > 0:16:58In that case for some reason he may have put down the wrong year,
0:16:58 > 0:17:00cos the next thing that happens, Sam, is that they go in
0:17:00 > 0:17:04and do the work and you get charged for it. As well.
0:17:04 > 0:17:08It's... I don't know wh-what's going on, but it was done,
0:17:08 > 0:17:10I handed the certificate over.
0:17:10 > 0:17:14Sam, thank you very much for talking to us, giving your side of the story.
0:17:14 > 0:17:18No, that's fine, whatever you're doing is very good, I appreciate that.
0:17:22 > 0:17:25There goes Sam the landlord, who, to give him credit, turned up,
0:17:25 > 0:17:27explained the situation
0:17:27 > 0:17:30and gave both sides of the story, yes,
0:17:30 > 0:17:34he didn't supply a gas safety certificate
0:17:34 > 0:17:36in time to avoid his fine
0:17:36 > 0:17:40and there still isn't one, but there is an explanation for it
0:17:40 > 0:17:44and he seems keen to do the right thing.
0:17:44 > 0:17:47So, there you go, one story with two sides.
0:17:50 > 0:17:53But sometimes things are not quite as they seem.
0:17:53 > 0:17:55Come back later and I'll put you in the picture.
0:17:59 > 0:18:00The more experience
0:18:00 > 0:18:03I'm getting in this job, the more I'm finding that
0:18:03 > 0:18:07it involves helping people who've fallen on really tough times.
0:18:07 > 0:18:10And for some of those people a housing officer can provide
0:18:10 > 0:18:14a much-needed lifeline to start turning things round.
0:18:15 > 0:18:20In Lowestoft, in Suffolk, housing officer Fern Lincoln
0:18:20 > 0:18:21has been doing just that.
0:18:23 > 0:18:26She's spent the past seven months working with a family
0:18:26 > 0:18:30paralysed by health and financial troubles.
0:18:30 > 0:18:35We're now on our way to see the Leigh family, Mr and Mrs Leigh.
0:18:35 > 0:18:39They have five children, ages 12 all the way down to one.
0:18:40 > 0:18:44For the past two and a half years, Lisa, Dan and their children
0:18:44 > 0:18:48have been privately renting this three-bedroom house.
0:18:48 > 0:18:50In reality, it was far too small for them,
0:18:50 > 0:18:53but it was all that they could afford.
0:18:53 > 0:18:56The Leigh family are very overcrowded
0:18:56 > 0:18:59and they have been for quite some time.
0:18:59 > 0:19:03It wasn't ideal, but then Lisa and Dan found that their benefits had
0:19:03 > 0:19:07been capped and it became impossible to make ends meet.
0:19:07 > 0:19:13Unemployed and in rent arrears, the family's predicament hit Dan hard.
0:19:13 > 0:19:15Because Daniel suffers with severe mental health,
0:19:15 > 0:19:17he wasn't engaging very well.
0:19:17 > 0:19:22They were in a very dark place when I first started working with them.
0:19:22 > 0:19:24The thing is with mental health,
0:19:24 > 0:19:28it's very hard to keep a roof over your head.
0:19:28 > 0:19:32Dan was waiting for a disability claim to be sorted out.
0:19:32 > 0:19:35It's not that he could just go off and get a job.
0:19:35 > 0:19:39He's a self-harmer, he's on a very heavy medication schedule
0:19:39 > 0:19:42as well which makes him quite tired
0:19:42 > 0:19:46and he has to be medicated that way for the time being.
0:19:46 > 0:19:49Because the family could no longer afford the rent,
0:19:49 > 0:19:52their landlord was forced to act.
0:19:52 > 0:19:54Not only they had emotional problems, there was
0:19:54 > 0:19:56financial issues and, of course,
0:19:56 > 0:19:59their housing was making things worse.
0:19:59 > 0:20:01When we found out about the eviction,
0:20:01 > 0:20:06it put my partner in a very bad place and he actually stabbed
0:20:06 > 0:20:12himself in the chest because he felt worthless and like a loser.
0:20:12 > 0:20:14Lisa knew they couldn't carry on like this,
0:20:14 > 0:20:17so she made a plea to the council for help.
0:20:17 > 0:20:21It's sink or swim at the end of the day, not many people are forthcoming
0:20:21 > 0:20:26when it comes to mental health and Fern from housing has been fantastic
0:20:26 > 0:20:30and, at the time, she was the only person that would listen to us.
0:20:30 > 0:20:34Fern has managed to get them the support that they desperately
0:20:34 > 0:20:38needed and, now, for this family it's time to move out and move on.
0:20:40 > 0:20:42We just wanted to have a chat,
0:20:42 > 0:20:44just to make sure that you're all OK.
0:20:44 > 0:20:47That you're happy with the move and, really, just have a look because
0:20:47 > 0:20:50I haven't had a chance to actually speak to all of you together
0:20:50 > 0:20:54at once and, certainly, I think now you're in a better place all around.
0:20:54 > 0:20:57- Yes, definitely. Most definitely. Yeah.- I can see that on your face.
0:20:57 > 0:20:59- Yes.- That's really good.
0:20:59 > 0:21:03In a couple of days' time, the Leighs are moving to Ipswich.
0:21:03 > 0:21:07But while today marks the end of an unpleasant chapter for the family,
0:21:07 > 0:21:12Fern's work here continues, with a few unresolved maintenance issues.
0:21:12 > 0:21:13Is that water?
0:21:13 > 0:21:14Ah.
0:21:14 > 0:21:18- This is where the boiler's leaking. - Oh. Is that the water there?
0:21:18 > 0:21:21It's not on at the moment but you get a...
0:21:21 > 0:21:27- you get a stream of water that comes down.- Yes.- And this is where
0:21:27 > 0:21:32accidents take place sometimes which is right near a step as well.
0:21:32 > 0:21:35I think what I'll do, regardless of the fact that you're moving,
0:21:35 > 0:21:38it is going to be a problem for the next tenant.
0:21:38 > 0:21:41- It definitely is...and that was my concern. - So we need to report it.
0:21:41 > 0:21:44And just to make sure that we inspect again, just so that the
0:21:44 > 0:21:49private sector officers are aware of the problem and it can be resolved.
0:21:49 > 0:21:53Lisa and Dan's new home will be in a different local authority area,
0:21:53 > 0:21:56so Fern will be handing the responsibility for the family
0:21:56 > 0:21:58over to a new team.
0:21:58 > 0:22:01How is your mental health now, are you happy with how you're going?
0:22:01 > 0:22:04Um, well, it's...
0:22:04 > 0:22:06still sort of...
0:22:06 > 0:22:08It's taken a bit of a knock
0:22:08 > 0:22:11because now I know that we're moving to Ipswich, I've now got to
0:22:11 > 0:22:16restart therapy, I've got to be back on a waiting list for that
0:22:16 > 0:22:18but I'm going to try and keep myself busy, which is
0:22:18 > 0:22:21why I'm glad we've got a bit of a house that needs
0:22:21 > 0:22:22a lot of work doing to it.
0:22:22 > 0:22:25I did speak to the mental health team
0:22:25 > 0:22:28and they've done everything they can as far as I understand it to
0:22:28 > 0:22:31transfer your case as smoothly as possible.
0:22:31 > 0:22:33And, hopefully, that's going to pay off once you start again.
0:22:33 > 0:22:35- But I'm sure...- Like I say,
0:22:35 > 0:22:40we're very thankful for where we are now and if it wasn't for you
0:22:40 > 0:22:42we wouldn't have nowhere to go.
0:22:42 > 0:22:46And it's people like you that help people like us.
0:22:46 > 0:22:48You told me what your problems were,
0:22:48 > 0:22:51you said, "Well, this is where we're at." And at the end of the day you've
0:22:51 > 0:22:54done what you had to do and you've fought for it.
0:22:55 > 0:22:58- Bye, everybody.- Bye.- Bye, kids,
0:22:58 > 0:23:00lovely to see you all.
0:23:00 > 0:23:02'I think for Mrs Leigh, it's been really, really hard
0:23:02 > 0:23:05'and, I think she's a very strong person going through
0:23:05 > 0:23:06'the things that she's gone through.
0:23:06 > 0:23:09'It must have been very hard for her to keep her family together,
0:23:09 > 0:23:13'especially when Mr Leigh was going through the very, very bad
0:23:13 > 0:23:16'stages of his mental health and really struggling.
0:23:16 > 0:23:19'They will be moving on Sunday.
0:23:19 > 0:23:23'And I'm hoping that the move will go smoothly and there aren't any problems in between.'
0:23:23 > 0:23:25So am I.
0:23:25 > 0:23:30Find out later if their new home is living up to everyone's expectations...
0:23:30 > 0:23:34A proper table and dining room will be the making of us, really.
0:23:37 > 0:23:41It's the job of housing officers across the UK to make sure
0:23:41 > 0:23:44that people have a decent place to live.
0:23:44 > 0:23:46I am really concerned about what you are living in here,
0:23:46 > 0:23:48and I want to get it fixed for you.
0:23:48 > 0:23:52'I am going to be working alongside the men and women who do just that.'
0:23:52 > 0:23:55There is a thing down in the corner, growing out of the skirting,
0:23:55 > 0:23:57it looks like a sea sponge.
0:23:57 > 0:23:59'I am hitting the streets,
0:23:59 > 0:24:01'I am learning on the job...'
0:24:01 > 0:24:03We call that flash banding.
0:24:03 > 0:24:05That's like a temporary fix, isn't it?
0:24:05 > 0:24:07'..to find out what it takes to make sure'
0:24:07 > 0:24:10that every house is fit to be called a home.
0:24:10 > 0:24:13I know I've only been in the job for a bit, but this is a shocker.
0:24:13 > 0:24:16You've got three boys? Where does everybody sleep?
0:24:16 > 0:24:17You seem to get very angry.
0:24:17 > 0:24:20I've had too many people mug me off.
0:24:24 > 0:24:27Next, I'm in Oldbury in the West Midlands.
0:24:27 > 0:24:29This being the 21st century,
0:24:29 > 0:24:32you'd think that the UK's 4 million private renters
0:24:32 > 0:24:35could expect at least a reasonable standard of accommodation.
0:24:37 > 0:24:40But over a third of homes just aren't up to scratch -
0:24:40 > 0:24:44with 60% of tenants reporting maintenance issues
0:24:44 > 0:24:46such as damp and mould.
0:24:46 > 0:24:50I'm working with Sandwell Council housing officer Laura Mahiques.
0:24:53 > 0:24:56We're going to a property where there's been reported damp
0:24:56 > 0:24:57and mould in the property
0:24:57 > 0:25:01and there's a ceiling partially collapsed from a shower leak.
0:25:01 > 0:25:04There's issues in the property so it's an initial inspection
0:25:04 > 0:25:07that we've been made aware of by the tenant.
0:25:07 > 0:25:10OK, and what do you need from me? What can I do?
0:25:10 > 0:25:13Well, you can assist me, you can... I want your opinion as well.
0:25:13 > 0:25:16Erm, cos sometimes you'll find damp and mould can be behavioural,
0:25:16 > 0:25:19it can be structural, so, see what your opinion is, erm...
0:25:19 > 0:25:21I might need you to help me in the loft space
0:25:21 > 0:25:23cos I'll be looking at the lofts, er, so...
0:25:23 > 0:25:27- So, all the dirty jobs, basically. - Yeah!- OK, that's fine!
0:25:27 > 0:25:32Sadly, this type of complaint is all too common.
0:25:32 > 0:25:35Natasha and Liam have been sharing a house for two years
0:25:35 > 0:25:38but their living conditions are far from ideal.
0:25:38 > 0:25:43We've got loads of damp and mould. Soon as you go upstairs there's
0:25:43 > 0:25:45the black mould, you can just taste it in the air.
0:25:45 > 0:25:47It's not very nice at all.
0:25:47 > 0:25:49The shower's leaking, as well,
0:25:49 > 0:25:52which is causing a lot of problems downstairs.
0:25:52 > 0:25:55Liam and Natasha say they've both suffered
0:25:55 > 0:25:56from repeated throat infections
0:25:56 > 0:25:59since the damp problems started.
0:25:59 > 0:26:02A number of medical studies have linked damp and mould
0:26:02 > 0:26:05to infections of the sinuses, throat and lungs but it
0:26:05 > 0:26:10seems the landlord hadn't been able to fix the issues causing the damp.
0:26:10 > 0:26:13For a year and a half we've told him about these problems
0:26:13 > 0:26:15and he just doesn't seem to want to fix them.
0:26:15 > 0:26:19We'll give him the rent on time and everything and it seems like
0:26:19 > 0:26:22he'll get his rent, go away, say he's going to address the problem,
0:26:22 > 0:26:25don't hear off him for the whole month then he'll come back
0:26:25 > 0:26:29again to get his rent, address it again, it's an ongoing problem.
0:26:29 > 0:26:32At the end of their tether, Natasha and Liam have contacted
0:26:32 > 0:26:35the council, which is where Laura and I come in.
0:26:35 > 0:26:37Have you noticed the top of the chimney?
0:26:37 > 0:26:40It's just lead flashing on the top of the chimney stack.
0:26:40 > 0:26:41We call that flash banding.
0:26:41 > 0:26:43That's like a temporary fix, isn't it?
0:26:43 > 0:26:46It's a temporary fix, it certainly wouldn't be a long-term fix.
0:26:46 > 0:26:49Erm, but we'll see if there's anything going on inside.
0:26:49 > 0:26:51- Let's take a picture of that.- Yeah.
0:26:51 > 0:26:55So, we've found some flash banding but it's inside where things
0:26:55 > 0:26:56get really interesting.
0:26:57 > 0:27:00- Hello! - Hello, is that Natasha Parker?
0:27:00 > 0:27:02Hi, this is Laura I'm from Private Sector Housing.
0:27:02 > 0:27:04I'm here to do your full house inspection,
0:27:04 > 0:27:07- regarding the damp and mould.- Yeah, come in.- Thank you very much.
0:27:08 > 0:27:09As you can hear...
0:27:09 > 0:27:10It's blown.
0:27:10 > 0:27:12Feel the difference...
0:27:13 > 0:27:15It's really rotten,
0:27:15 > 0:27:18and it will keep spreading. Once it's saturated it will go to the next
0:27:18 > 0:27:20point where it's not saturated,
0:27:20 > 0:27:23so it will keep working away along this wall.
0:27:23 > 0:27:26'Penetrating damp like this usually occurs when water is getting
0:27:26 > 0:27:31'into the fabric of the building but the question is where?
0:27:31 > 0:27:32'Despite numerous requests,
0:27:32 > 0:27:36'the landlord still hasn't fixed Natasha and Liam's leaking shower.
0:27:36 > 0:27:40'And now it's affecting much more than just the bathroom.'
0:27:40 > 0:27:43I can actually put my pen into the wood.
0:27:43 > 0:27:46What you're concerned about here is that the rot will then start
0:27:46 > 0:27:47to spread which could then,
0:27:47 > 0:27:49obviously, cause the floorboards to collapse.
0:27:49 > 0:27:51'And it gets worse.'
0:27:51 > 0:27:54My biggest concern is it's right near the electrics, as well.
0:27:54 > 0:27:57'Electricity and water don't mix.
0:27:57 > 0:28:00'And there are strict regulations for any electrician carrying out
0:28:00 > 0:28:03'work in or near a bathroom.
0:28:03 > 0:28:06'This needs to be sorted out as soon as possible.'
0:28:06 > 0:28:09We're trying to now establish where that leak's come from.
0:28:09 > 0:28:11That feels like it just goes through.
0:28:11 > 0:28:15You can see moisture coming out of it, it doesn't feel very secure.
0:28:15 > 0:28:18- Do you think we could turn it on? - Yes.- Sure.- And have a look?
0:28:18 > 0:28:21I'm going to run it down the plug to start with.
0:28:21 > 0:28:22Oh, yeah.
0:28:24 > 0:28:26You can see it, it goes straight through.
0:28:26 > 0:28:28I'm presuming there was a floorboard there
0:28:28 > 0:28:30and that's probably gone completely through.
0:28:30 > 0:28:33It's clearly been every time you've had a shower that it's happened.
0:28:33 > 0:28:34Yeah.
0:28:35 > 0:28:37The problems in this house are now
0:28:37 > 0:28:41so bad it seems some of these rooms are almost uninhabitable.
0:28:41 > 0:28:45- Carry on.- ..into the rear bedroom.
0:28:45 > 0:28:47When you saw this, what did you initially think?
0:28:47 > 0:28:50It can't be surface condensation because it's so localised,
0:28:50 > 0:28:53- around that little chimney stack. - Absolutely.
0:28:53 > 0:28:56And that's the one that we saw outside that had all that
0:28:56 > 0:28:58- flash banding, that temporary fix on the top.- Yep.
0:28:58 > 0:29:00So...
0:29:00 > 0:29:02It looks to me, Laura, that there are lots of different
0:29:02 > 0:29:05- sources of damp in this house. - Yes.- Not just one!
0:29:05 > 0:29:07And that can be a difficulty,
0:29:07 > 0:29:09It's trying to actually differentiate.
0:29:09 > 0:29:10Is it tenant behaviour, is it damp,
0:29:10 > 0:29:13is it penetrating damp, is it structural issues? Here,
0:29:13 > 0:29:16you're right, there are multiple issues are causing damp and mould.
0:29:16 > 0:29:22You know, your natural instinct is to say that you're not getting all the rooms
0:29:22 > 0:29:26you pay for, and as a tenant you're natural instinct is
0:29:26 > 0:29:28"I want to withhold some rent."
0:29:28 > 0:29:31Where are you in your mind? Would you like to move out of this place now
0:29:31 > 0:29:35or are you happy to be here as long as the problems get fixed?
0:29:35 > 0:29:37If the problems get fixed but if they don't get fixed,
0:29:37 > 0:29:41we'd rather move to somewhere that's more suitable.
0:29:42 > 0:29:45'It looks like it's make or break for Natasha and Liam.
0:29:45 > 0:29:48'We really need to solve the mystery of where the
0:29:48 > 0:29:49'damp is coming from.
0:29:49 > 0:29:52'There is one final place to inspect.'
0:29:55 > 0:29:58- Oh, yeah. - Can you see daylight?
0:29:58 > 0:30:01You can see daylight coming in through the roof, any kind of...
0:30:01 > 0:30:06any kind of gap means the water will be straight into the loft.
0:30:06 > 0:30:09And then into the...into the structure, as well.
0:30:09 > 0:30:12Over a prolonged period of time, potentially, a lot of water
0:30:12 > 0:30:15getting into that roof space and cause rotting to the timbers.
0:30:17 > 0:30:20- It's an old roof, isn't it?- Yes.
0:30:20 > 0:30:22And you've got to then ask the question...
0:30:22 > 0:30:27- You know, how much, how much can you do to it?- Hmm.
0:30:27 > 0:30:30It looks like there's probably some loose ridge tiles,
0:30:30 > 0:30:32and that just needs...it's a simple job,
0:30:32 > 0:30:36but could have, obviously, an important effect in preventing the problem.
0:30:36 > 0:30:40What I'll do now is contact the landlord again, I'll send him
0:30:40 > 0:30:43a hazard awareness notice, which is a notice that outlines all
0:30:43 > 0:30:46the deficiencies and all the hazards that we've found today.
0:30:51 > 0:30:53Why has he left it for so long?
0:30:53 > 0:30:58- Why not come in at some point before the housing officers arrive... - Absolutely.
0:30:58 > 0:30:59..to remedy it?
0:30:59 > 0:31:03The problem in there now is that the cost of it has probably escalated. If it had just been
0:31:03 > 0:31:07sorted at the very beginning when it was notified that there was a leak.
0:31:07 > 0:31:12It could be a nice little semi, on a quiet street, really nice, two good tenants,
0:31:12 > 0:31:16it wouldn't take a lot of effort to get that up to scratch.
0:31:16 > 0:31:19No, no, it wouldn't. And, hopefully, their health will improve as well,
0:31:19 > 0:31:22- there'll be a difference...- It's miserable, isn't it?- Absolutely.
0:31:22 > 0:31:26'Coming up, the landlord agrees to come clean about the damp.'
0:31:26 > 0:31:28They've been unhappy for some time and it seems a shame
0:31:28 > 0:31:31when they are good tenants not to be able to make sure they're
0:31:31 > 0:31:33completely happy with the property.
0:31:37 > 0:31:41Back in Ramsgate, housing officer Becky Pavlou has been helping
0:31:41 > 0:31:44a tenant who's facing eviction from his home.
0:31:44 > 0:31:48After being badly injured in a cycling accident two and a half
0:31:48 > 0:31:52years ago, Ray Twyman's been struggling with the practicalities
0:31:52 > 0:31:54of life in a top-floor flat.
0:31:54 > 0:31:58Climbing up them stairs every day, I feel like I'm climbing the Eiger.
0:31:58 > 0:32:01But the landlord says that Ray's untidiness is a health
0:32:01 > 0:32:02and safety risk.
0:32:02 > 0:32:06Until a new home can be found, Becky needs to convince them
0:32:06 > 0:32:08to let Ray stay.
0:32:08 > 0:32:10So we need to be looking at what we can try and do,
0:32:10 > 0:32:14or, you can do, initially to try and clear as much of it as possible.
0:32:14 > 0:32:17Because, I can then liaise with the landlord
0:32:17 > 0:32:20to see, hopefully, if we can extend your time.
0:32:20 > 0:32:25Two weeks on from her last visit, it does look like Ray's been busy.
0:32:25 > 0:32:30Well, in the last couple of weeks this flat has gone through
0:32:30 > 0:32:36a transformation, from a rubbish tip to something resembling a home.
0:32:37 > 0:32:42Luckily, Ray's been able to call on some help from his old mate George.
0:32:42 > 0:32:45It was in a bit of a mess so I said I'd come round and give him
0:32:45 > 0:32:49a hand. I got myself into a similar state before,
0:32:49 > 0:32:52And you don't get out of it unless someone helps you - it's that
0:32:52 > 0:32:55simple - the worse it gets, the more depressed you get
0:32:55 > 0:32:59and the more depressed you get, the less likely you are to do it.
0:32:59 > 0:33:02George's help has resulted in a big improvement - where there
0:33:02 > 0:33:07were piles of takeaway boxes, well, now at least you can see the floor.
0:33:07 > 0:33:10But despite the clean-up Ray's still not sure it'll be
0:33:10 > 0:33:12enough to change the landlord's mind.
0:33:14 > 0:33:16Because of my situation,
0:33:16 > 0:33:20he doesn't really want somebody who could possibly fall down the
0:33:20 > 0:33:26stairs in his property, because it's a liability to the landlord then.
0:33:26 > 0:33:27Come in.
0:33:27 > 0:33:30It's time for Becky to tell Ray exactly what's been decided.
0:33:30 > 0:33:32Hello there, hi.
0:33:32 > 0:33:35Wow, so, yeah, you have made a lot of progress, haven't you?
0:33:35 > 0:33:38In terms of me, obviously, coming back today,
0:33:38 > 0:33:41the purpose of the visit was really to see how you've been getting on
0:33:41 > 0:33:43and, I have to say, I am impressed with all
0:33:43 > 0:33:46the work that you have done. I've got some good news,
0:33:46 > 0:33:51I have spoken to your landlord, and they have advised they're not willing to act on the
0:33:51 > 0:33:54- notice at this time.- OK, thank you.
0:33:54 > 0:33:57- So that will alleviate a bit of pressure from you.- Yeah.
0:33:57 > 0:34:01That's a great result for Ray but Becky hasn't finished yet!
0:34:01 > 0:34:04One of the bids that I placed for you, you've actually been
0:34:04 > 0:34:07- successful on. - Have I?- You have.- Oh, wow!
0:34:07 > 0:34:09And it's a one-bedroom studio flat.
0:34:09 > 0:34:12It's on the fourth floor but there's two lifts in the property.
0:34:12 > 0:34:14Is it one of the tower blocks over there?
0:34:14 > 0:34:17- It's in Staner Court. - Staner Court?- Yes.
0:34:17 > 0:34:20- I should be all right, I've got friends there.- OK. Good.
0:34:20 > 0:34:22I wouldn't say you clearing the property
0:34:22 > 0:34:24has been wasted because if anybody moves
0:34:24 > 0:34:26- you'd have had to clear anyway.- Yes.
0:34:26 > 0:34:31And I think it's helped you to get rid of lots of things you probably didn't need,
0:34:31 > 0:34:32ready for when you do move.
0:34:32 > 0:34:34How do you feel about that so far?
0:34:34 > 0:34:36- I'm happy.- You're happy.
0:34:36 > 0:34:38That I'm getting out of here!
0:34:38 > 0:34:40- OK, then, thank you.- Cheers.- OK.
0:34:42 > 0:34:44It is a fresh start,
0:34:44 > 0:34:46I've had enough of this.
0:34:46 > 0:34:50I'll be quite happy to move into the flat cos I just can't wait to get
0:34:50 > 0:34:52out of here. At least, there...
0:34:52 > 0:34:56I've got one level to a lift and then it's down the lift,
0:34:56 > 0:34:57so, it's a lot easier.
0:34:57 > 0:34:59It's going to be
0:34:59 > 0:35:02suitable for his needs and as a single person it'll be ideal for him,
0:35:02 > 0:35:06there shouldn't be an issue with mobility because of the lifts
0:35:06 > 0:35:07in the property
0:35:07 > 0:35:09and it will be for a five-year tenancy,
0:35:09 > 0:35:12so it will be some security for him, as well.
0:35:12 > 0:35:14And, hopefully, he'll be pleased with it.
0:35:14 > 0:35:16I'm happy, I'm very happy.
0:35:23 > 0:35:26In Suffolk, one family is badly in need of a new start.
0:35:28 > 0:35:31Housing officer Fern has been working closely with
0:35:31 > 0:35:34the Leigh family, after they came to the council with a whole
0:35:34 > 0:35:38load of problems, personal and housing.
0:35:38 > 0:35:43'I became part of their lives and they relied on me quite a lot'
0:35:43 > 0:35:47because I was the only one there that was actually listening
0:35:47 > 0:35:51to what they were saying, or that was how they felt, I think.
0:35:51 > 0:35:55Lisa and Dan had fallen behind with their rent payments on a house
0:35:55 > 0:35:58that was already too small for their family.
0:35:58 > 0:36:00Their main problem was their housing,
0:36:00 > 0:36:02and everything else sort of became secondary,
0:36:02 > 0:36:04although it was extremely important,
0:36:04 > 0:36:06especially the mental health side of things.
0:36:06 > 0:36:09They were no longer able to afford the property,
0:36:09 > 0:36:11and the landlord was forced to serve notice.
0:36:11 > 0:36:13When we found out about the eviction,
0:36:13 > 0:36:16it put my partner in a very bad place,
0:36:16 > 0:36:20and he actually stabbed himself in the chest
0:36:20 > 0:36:24because he felt worthless and like a loser.
0:36:24 > 0:36:28But six months after their first call to the council...
0:36:30 > 0:36:32..Lisa, Dan and the family
0:36:32 > 0:36:36have been given an opportunity to get back on track.
0:36:36 > 0:36:40Fern's helped to find them a new home, 45 miles away in Ipswich.
0:36:40 > 0:36:44It was immediately available and much more suited to the family,
0:36:44 > 0:36:46and it's also keeping Dan very busy.
0:36:46 > 0:36:50I am finishing the last dining room chair.
0:36:53 > 0:36:56It's really nice to have a dining room.
0:36:56 > 0:36:58It's the most important room, I think,
0:36:58 > 0:37:00so we can all eat dinner together and stuff.
0:37:00 > 0:37:03It'll be so nice, cos I think a proper table and dining room
0:37:03 > 0:37:07will be the making of us, really. We're spoilt for choice with space,
0:37:07 > 0:37:10so we can all disappear off in our own corners,
0:37:10 > 0:37:13and that's a good thing, definitely.
0:37:14 > 0:37:17Having lived in cramped conditions for so long,
0:37:17 > 0:37:20Lisa and Dan must be feeling relieved.
0:37:20 > 0:37:23I think we've definitely made the right choice by coming here.
0:37:23 > 0:37:27The girls definitely love it, and they can't wait to go to school,
0:37:27 > 0:37:30make new friends, and they all seem to get on a lot better here.
0:37:30 > 0:37:35They're not on top of each other, they've got space. It's all good.
0:37:35 > 0:37:39It's amazing. It's just opened up a whole new world of opportunity
0:37:39 > 0:37:43to the girls. They didn't have anywhere to play before.
0:37:43 > 0:37:45Now the garden is absolutely massive.
0:37:45 > 0:37:49For one stint, they were out there for six hours at a time,
0:37:49 > 0:37:52and they just love it and it's great to see them happy,
0:37:52 > 0:37:54because if they're happy, then I'm happy.
0:37:54 > 0:37:57But crucially for Lisa and Dan,
0:37:57 > 0:38:01the new start has had a positive effect on his health.
0:38:01 > 0:38:03I'm a lot happier here than I was in the last place.
0:38:03 > 0:38:05It's in a nice area as well.
0:38:05 > 0:38:07Seems really quiet down this end of Ipswich.
0:38:07 > 0:38:09Definitely a whole new start.
0:38:09 > 0:38:13To be able to come together as a family, to sit down
0:38:13 > 0:38:17and all have the same meal is absolutely fantastic.
0:38:17 > 0:38:22Lisa can finally feel optimistic, both for herself and for Dan.
0:38:22 > 0:38:26In the future, we're hoping to drop the medication a little bit
0:38:26 > 0:38:30in the hope that he gets better and he'll be fit for work.
0:38:30 > 0:38:33We all want to work. I have skills and qualifications,
0:38:33 > 0:38:35and would like to get back to work myself,
0:38:35 > 0:38:37so, it's not that we're just work-shy
0:38:37 > 0:38:41and don't want to pay our rent or not have a job.
0:38:41 > 0:38:44As a housing officer, you can have to deal with
0:38:44 > 0:38:46some pretty unpleasant situations.
0:38:46 > 0:38:50It's encouraging to see that things can come good in the end.
0:38:50 > 0:38:52When you work with families for a long time,
0:38:52 > 0:38:54you can't help but get close to them.
0:38:54 > 0:38:58Looking back, I think I've learnt a lot from the case.
0:38:58 > 0:39:00They helped me as much as I helped them,
0:39:00 > 0:39:04and it worked out, and that's a really good thing. Yeah.
0:39:13 > 0:39:14Back in the West Midlands,
0:39:14 > 0:39:17I've been working with Sandwell housing officer Laura.
0:39:17 > 0:39:21Sometimes you'll find damp and mould can be behavioural or structural.
0:39:21 > 0:39:23We've been trying to get to the bottom of why Natasha and Liam
0:39:23 > 0:39:27have been paying rent for so long on a damp property.
0:39:28 > 0:39:30- It looks like there's probably some loose ridge tiles.- Mm-hm.
0:39:30 > 0:39:32And that just needs a simple job.
0:39:32 > 0:39:35Now, I've since heard that the landlord has made an effort
0:39:35 > 0:39:38to sort things out, so, three weeks later,
0:39:38 > 0:39:40I'm back to see what's been done.
0:39:40 > 0:39:42- Morning.- Morning. - How are you doing, Liam?
0:39:42 > 0:39:44- All right, ta, how are you? - Can I come in?- Yeah, come in.
0:39:44 > 0:39:47There was damp all down here, wasn't there?
0:39:47 > 0:39:50Yeah. That was from the shower...
0:39:50 > 0:39:52and that's what they tried putting over it.
0:39:52 > 0:39:54That was to put over what, over that?
0:39:54 > 0:39:57To put in front of this.
0:39:57 > 0:39:59- That's not sorting the problem out, is it?- No.
0:39:59 > 0:40:03- That's just...- Trying to cover it. - ..covering it up.- Yeah.
0:40:03 > 0:40:05OK. Let's have a look in the bathroom,
0:40:05 > 0:40:08cos that's where a lot of the problems were coming from
0:40:08 > 0:40:09in the first place.
0:40:09 > 0:40:12- So this has had a lick of paint. - Yeah, it was yellow.
0:40:12 > 0:40:15It's still massive... massive damp there.
0:40:15 > 0:40:18'Mmm. Well, the schedule of works also mentions the repairs
0:40:18 > 0:40:21'required to the roof, which was in a bit of a mess.'
0:40:22 > 0:40:24You can see daylight coming in through the roof.
0:40:24 > 0:40:26The water will be straight into the loft.
0:40:26 > 0:40:29'But it's not looking good.'
0:40:29 > 0:40:32- And nothing's been done to the roof. - No, nothing's been done to the roof,
0:40:32 > 0:40:35hence the reason why part of the chimney breast there now,
0:40:35 > 0:40:38even though it's been painted, it's still darker at the top.
0:40:38 > 0:40:40So nothing's been done there. There's no point...
0:40:40 > 0:40:42No, nothing's been done up on the roof at all.
0:40:42 > 0:40:44It's just been internal instead of external.
0:40:45 > 0:40:48The landlord has agreed to be interviewed,
0:40:48 > 0:40:51but he's asked for his face not to be shown.
0:40:52 > 0:40:55I'm trying to get a perspective from the landlord's point of view,
0:40:55 > 0:40:56as well, of what it's like
0:40:56 > 0:40:59managing properties in this part of the world.
0:40:59 > 0:41:03It's increasingly difficult, very demanding.
0:41:03 > 0:41:08- We've got one or two other problems, but I'm trying to retire.- OK.
0:41:08 > 0:41:12I'm over 60 now, so it's getting hard work for me.
0:41:12 > 0:41:16It's clear there has been some work that's taken place inside.
0:41:16 > 0:41:17Yes, because we started the work,
0:41:17 > 0:41:21and I understand there is a bit more than just the damp problem.
0:41:21 > 0:41:24Yeah. It's where the damp problem's coming from
0:41:24 > 0:41:25that really needs addressing,
0:41:25 > 0:41:28because a lot of the trouble is coming from the roof.
0:41:28 > 0:41:29These are not cosmetic things.
0:41:29 > 0:41:31Well, rest assured, whatever's on the list,
0:41:31 > 0:41:34within the next seven to ten days, it'll be done.
0:41:34 > 0:41:36But they've been unhappy for some time, and it seems a shame
0:41:36 > 0:41:39when they are good tenants not to be able to make sure
0:41:39 > 0:41:41they're completely happy with the property.
0:41:41 > 0:41:43They will be well happy, in the next seven to ten days.
0:41:43 > 0:41:47OK. Thank you very much for your time, we really appreciate that.
0:41:47 > 0:41:50'So that's good news. The landlord is saying all the work
0:41:50 > 0:41:54'that needs to be done will be finished within the next ten days.'
0:41:54 > 0:41:57And I'm fairly sure that if it's not,
0:41:57 > 0:42:01Liam will be letting us and Sandwell know.
0:42:03 > 0:42:05The landlord was as good as his word,
0:42:05 > 0:42:08because since our meeting, he's sorted out all the issues
0:42:08 > 0:42:10Natasha and Liam had complained about,
0:42:10 > 0:42:13including that potentially dangerous leaking shower
0:42:13 > 0:42:15and the rotting floorboards behind it.
0:42:18 > 0:42:20And the good news doesn't end there.
0:42:22 > 0:42:26Earlier we met Jade. She was worried about the safety of her family
0:42:26 > 0:42:29because she didn't appear to have a current gas safety certificate.
0:42:31 > 0:42:34Landlord Sam argued this wasn't the case,
0:42:34 > 0:42:38and after contacting the council, it transpires he was right.
0:42:38 > 0:42:41There was a mistake with the date on his certificate.
0:42:42 > 0:42:46Sam has now also given Jade a fully working oven.
0:42:46 > 0:42:48I do like a happy ending!
0:42:52 > 0:42:53That's it for today's show.
0:42:53 > 0:42:56Join me next time, when I'll be learning more about
0:42:56 > 0:43:00what it takes to be one of Britain's front-line housing officers.