0:00:02 > 0:00:05The law says everyone has the right to a decent place to live...
0:00:05 > 0:00:08This isn't about you, this is to do with the building.
0:00:08 > 0:00:11..but for thousands of people across Britain the reality can be
0:00:11 > 0:00:13more hovel than home.
0:00:13 > 0:00:17The landlord's got concerns, he would be worried about fire risks.
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 > 0:00:26You can't blame the ills of society on landlords, know what I mean?
0:00:26 > 0:00:28'I'm Matt Allwright and I've been training hard,
0:00:28 > 0:00:32'ready to join the ranks of these housing enforcers.'
0:00:32 > 0:00:33Show me your rat holes.
0:00:33 > 0:00:35Oh, my God, look.
0:00:35 > 0:00:37'Tackling problem properties...'
0:00:37 > 0:00:39They had to go through a whole winter with it like that.
0:00:39 > 0:00:42There's fresh rat droppings down here.
0:00:42 > 0:00:44'..dealing with the consequences of nightmare neighbours...'
0:00:44 > 0:00:46- What was it that happened? - Catapult job.
0:00:46 > 0:00:48'..and everything in-between.'
0:00:48 > 0:00:51I can get a warrant from court and that would be the next step.
0:00:51 > 0:00:53- Do you like the big house? Do you? - Yeah.
0:00:53 > 0:00:55Can you stop filming and leave my house?
0:00:55 > 0:00:57OK, if we're being asked to leave, we'll leave.
0:01:02 > 0:01:06'Coming up, I confront a tenant about his challenging behaviour.'
0:01:06 > 0:01:08I'm just worried that you seem to get very angry.
0:01:08 > 0:01:12- 'But I might have pushed him too far.'- Are you a psychologist?
0:01:12 > 0:01:14- No, I'm not, absolutely... - You sound like one.- I'm not, I'm not.
0:01:14 > 0:01:16Cos I'll tell you to jog on.
0:01:16 > 0:01:20'Housing officer Andy finds himself caught between landlord and tenant.'
0:01:20 > 0:01:24You can't blame the ills of society on landlords, you know what I mean?
0:01:24 > 0:01:26There's always two sides to a story, we know that.
0:01:26 > 0:01:30'And there's great news for Paula and Abna and their nine children.'
0:01:30 > 0:01:33- How many children sleep in this room? - Five.- You've got five in one room?
0:01:33 > 0:01:36'As they find the home that they've longed for.'
0:01:36 > 0:01:38Overwhelmed! It's massive.
0:01:38 > 0:01:41I knew this was going to be emotional.
0:01:41 > 0:01:42I'm totally lost!
0:01:47 > 0:01:49They say that an Englishman's home is his castle
0:01:49 > 0:01:53but if it's a rented castle, well,
0:01:53 > 0:01:56then it's the job of housing officers to make sure that
0:01:56 > 0:02:01a growing army of private landlords keep those properties up to scratch.
0:02:01 > 0:02:05In some cases that means meeting very basic safety standards.
0:02:06 > 0:02:08In Thanet in Kent I'm working on a case
0:02:08 > 0:02:12with council housing officer Sarah Kelly.
0:02:12 > 0:02:15The tenant of a flat is claiming that the letting agent isn't
0:02:15 > 0:02:19carrying out urgent repairs, while the agent's saying it's the tenant's
0:02:19 > 0:02:24lifestyle and the attitude of her partner that's causing the problem.
0:02:24 > 0:02:26Before we head over to the property we're going to meet
0:02:26 > 0:02:28letting agent Theresa Bartlett.
0:02:28 > 0:02:32It sounds like she's been at the sharp end of negotiations.
0:02:32 > 0:02:36So let's talk about this property that we're about to go and see.
0:02:36 > 0:02:39- It's been difficult for you, I understand it.- Yes.
0:02:39 > 0:02:43The person that's involved with all of this is somebody who is not
0:02:43 > 0:02:46technically the tenant of the property
0:02:46 > 0:02:50and that particular person can be quite abusive to us
0:02:50 > 0:02:52on the telephone, erm,
0:02:52 > 0:02:53and can be quite dominant
0:02:53 > 0:02:56in the nature of the way he deals with things,
0:02:56 > 0:02:59and it makes our job very difficult then
0:02:59 > 0:03:01to effectively deal with issues,
0:03:01 > 0:03:04when we're being talked to like that on the telephone.
0:03:04 > 0:03:06So the situation right now, Theresa,
0:03:06 > 0:03:09is that you're not happy to go to that flat yourself.
0:03:09 > 0:03:13I don't wish to put myself in a confrontational situation.
0:03:13 > 0:03:16We're here trying to do a job, we're here trying to be all things to
0:03:16 > 0:03:20all people, but there are times when that can be made very challenging.
0:03:20 > 0:03:23'It sounds like the tenant's partner has made himself
0:03:23 > 0:03:25'very unpopular with the agent.
0:03:25 > 0:03:29'But I have to remember that, as housing officers, our main concern
0:03:29 > 0:03:32'is any hazards in the property, not the tenancy arrangements.'
0:03:32 > 0:03:35We're not qualified enough or have enough knowledge
0:03:35 > 0:03:37in regards to the tenancy agreements,
0:03:37 > 0:03:39because every agreement is different, and different...
0:03:39 > 0:03:42So you can't point the finger and go, "You shouldn't even be here!"
0:03:42 > 0:03:44- Yeah.- Like that. That would be overstepping the mark.
0:03:44 > 0:03:47Yes, we're definitely not allowed to do that.
0:03:48 > 0:03:52'The property is in Cliftonville, an area of Margate packed with
0:03:52 > 0:03:56'old hotels, many of which have been turned into flats and bedsits.'
0:03:56 > 0:04:00- Let's go and have a look.- Yeah, it's stunning there, look at that.
0:04:00 > 0:04:03- There's a fantastic view anyway. - Yeah.
0:04:03 > 0:04:05'But it's a little less idyllic inside.'
0:04:07 > 0:04:10- It's not working at all. - No, it's completely insecure.
0:04:10 > 0:04:12There's lots of issues with this common part.
0:04:12 > 0:04:15'One of the complaints from the tenant has been about
0:04:15 > 0:04:18'the broken front door, meaning anybody is able to just walk in.'
0:04:18 > 0:04:21DOG BARKS
0:04:21 > 0:04:23Hello. How you doing? You all right?
0:04:23 > 0:04:25'The named tenant of the flat, Natasha,
0:04:25 > 0:04:27'can't be here for our visit.
0:04:27 > 0:04:31'I'm keen to meet her partner Nigel to find out what the problem is.'
0:04:31 > 0:04:35- Tell me why it is you're unhappy with the agency.- My agency?- Yeah.
0:04:35 > 0:04:38Cos they promise, promise and promise and they don't sort things out.
0:04:38 > 0:04:42My flooring, my agency ripped the flooring out because I had a leak.
0:04:42 > 0:04:45With the laminate flooring, because it's tongue and groove,
0:04:45 > 0:04:48once you put it down and you rip it up, you know,
0:04:48 > 0:04:51it slides over a period of time. I've been here for years.
0:04:51 > 0:04:54So when you say your letting agency,
0:04:54 > 0:04:57do you have the agreement for this flat?
0:04:57 > 0:05:01I don't have no rights to this property, my partner does,
0:05:01 > 0:05:05but I'm a carer for my partner. You know, it's like a third party.
0:05:05 > 0:05:10I can sign for her so I do have rights over...on this property.
0:05:10 > 0:05:13Different bodies who are responsible for this flat
0:05:13 > 0:05:17and the common areas, and the communication with those
0:05:17 > 0:05:21- sometimes doesn't always go through...- The communication's bad.
0:05:21 > 0:05:23The communication's very bad. I mean...
0:05:23 > 0:05:27But then...but how does the lock on the front door keep getting broken?
0:05:27 > 0:05:30I threw my keys down to a friend of mine who was drunk
0:05:30 > 0:05:32and he put my keys in the door
0:05:32 > 0:05:35and it was my key that actually snapped inside the barrel.
0:05:35 > 0:05:37Right.
0:05:37 > 0:05:40I phoned them up, I told them the situation,
0:05:40 > 0:05:42I'm happy to pay for it half and half, do you know what I mean,
0:05:42 > 0:05:44cos it's not down to me,
0:05:44 > 0:05:48it says in my contract that anything on the exterior of the building
0:05:48 > 0:05:52is actually down to the landlord or the freeholder.
0:05:52 > 0:05:54And they still haven't done anything about it.
0:05:54 > 0:05:58'I know I need to stay impartial, but it is starting to sound like
0:05:58 > 0:06:01'Nigel has brought that problem on himself.'
0:06:01 > 0:06:05And when you're communicating with the agents,
0:06:05 > 0:06:08erm, how does that generally go?
0:06:08 > 0:06:10I lose my temper with the agency.
0:06:10 > 0:06:16Erm, I'm the sort of person that... don't...mess me around, you know.
0:06:16 > 0:06:18You're going to say something, you do it.
0:06:18 > 0:06:21My time means my keeping, the way I do my business, you know,
0:06:21 > 0:06:24you do it my way or...jog on. You know?
0:06:24 > 0:06:29It works. Everyone respects me, that's, you know... The agency don't.
0:06:31 > 0:06:35'Coming up, our inspection with Nigel becomes tense.'
0:06:35 > 0:06:37You know, don't mug me off. I've had too many...
0:06:37 > 0:06:41I've been here three years, I've had too many people mug me off.
0:06:45 > 0:06:48Next, we're in Stevenage.
0:06:48 > 0:06:51For housing officers Richard Mitchell and Lisa Ashdown,
0:06:51 > 0:06:52every day brings a new challenge.
0:06:54 > 0:06:56We'll catch you later, yeah?
0:06:56 > 0:07:00What we try not to do is wear our badge, because people...
0:07:00 > 0:07:03- Will approach.- Because people will come up to you and say,
0:07:03 > 0:07:05"Oh, you work for the council, can you fix my tap?"
0:07:05 > 0:07:07or, "Can you rehouse me?"
0:07:07 > 0:07:12or, "I've got a rat in the kitchen, what are you going to do?"
0:07:12 > 0:07:15Nice reference.
0:07:15 > 0:07:18Three years as a team means that they have perfected their tactics.
0:07:18 > 0:07:22- Good cop, bad cop.- Yeah.- You're the good cop, I'm the bad cop, see?
0:07:22 > 0:07:25Depends, don't it? We swing it around.
0:07:25 > 0:07:28Well, let's hope it works, Lisa, because there's a family
0:07:28 > 0:07:31currently in social housing who desperately need your help.
0:07:31 > 0:07:35For the last few years, life's been getting increasingly
0:07:35 > 0:07:37difficult for the Georges.
0:07:37 > 0:07:41Not only is mum Paula blind and dad Abna partially sighted
0:07:41 > 0:07:45but there's a serious lack of space for their super-sized family.
0:07:45 > 0:07:48We've got nine children, ranging...
0:07:48 > 0:07:53the oldest one being 21 next month, the youngest one was four last week.
0:07:53 > 0:07:55The three dogs,
0:07:55 > 0:07:57eight cats...
0:07:57 > 0:07:59and a tank of fish.
0:07:59 > 0:08:01And that keeps us very busy.
0:08:03 > 0:08:05KIDS TALK OVER EACH OTHER
0:08:08 > 0:08:10Having previously worked full-time,
0:08:10 > 0:08:14Abna is now his wife's registered carer, and, with the kids rapidly
0:08:14 > 0:08:18growing up, their four-bedroom house is reaching critical mass.
0:08:18 > 0:08:21The bedrooms are quite cramped at the moment.
0:08:21 > 0:08:23The older two, they've got their own bedrooms,
0:08:23 > 0:08:28but the third one, he's sharing with his four other younger brothers.
0:08:28 > 0:08:29Which is a bit hard on him,
0:08:29 > 0:08:32because obviously he's 16 now and he wants his own space.
0:08:32 > 0:08:34I think we've always just managed.
0:08:34 > 0:08:38OK, it's not ideal because we're cramped up, but it is home,
0:08:38 > 0:08:40and you just make the best of it really.
0:08:40 > 0:08:44Local councils have a duty to rehouse overcrowded families
0:08:44 > 0:08:48but larger homes are far harder to come by.
0:08:48 > 0:08:51Luckily for the Georges, a six-bedroom house has just become
0:08:51 > 0:08:53available, one of only three in the borough.
0:08:54 > 0:08:56It could be perfect for the family
0:08:56 > 0:08:58but before Richard and Lisa can proceed
0:08:58 > 0:09:00they'll need to do a routine check
0:09:00 > 0:09:04to make sure the Georges have been looking after their current home.
0:09:04 > 0:09:07If they find any serious damage it could jeopardise the move.
0:09:07 > 0:09:10You know, if we don't take the six-bedroom,
0:09:10 > 0:09:12this is the first one that's come up in...
0:09:12 > 0:09:14I think Richard said over 20 years.
0:09:14 > 0:09:17So this is the opportunity of a lifetime. BOY SHOUTS
0:09:17 > 0:09:21If we don't take it now, we're never going to get another opportunity.
0:09:21 > 0:09:24- So, what, you've got eight boys and a girl?- Yeah.- Yeah.
0:09:24 > 0:09:27It must have been a relief when you got the girl!
0:09:27 > 0:09:29Considering what they're up against,
0:09:29 > 0:09:32the whole house looks extremely well cared for.
0:09:32 > 0:09:36First things first. Lisa checks the kitchen for any damage.
0:09:36 > 0:09:40- Are there any repairs issues, all the doors and drawers open?- No.
0:09:40 > 0:09:43- Apart from putting this internal door back on.- OK.
0:09:43 > 0:09:45We took it off simply because it's more convenient
0:09:45 > 0:09:47- when you're carrying hot food.- OK.
0:09:47 > 0:09:49That door's seen better days, hasn't it?
0:09:49 > 0:09:52I'm just going to put "door is worn to wear and tear".
0:09:52 > 0:09:55Your sink's OK, taps work OK. That's fine.
0:09:56 > 0:09:59But it's in the tidy but extremely cramped bedrooms
0:09:59 > 0:10:02that the family's plight really becomes clear.
0:10:02 > 0:10:05Taking into account we've got five kids, I'd say it's in good nick.
0:10:05 > 0:10:07- How many children sleep in this room?- Five.
0:10:07 > 0:10:10- You've got five in one room?- Five.
0:10:10 > 0:10:12According to the housing charity, Shelter,
0:10:12 > 0:10:15a bedroom like this is unacceptable,
0:10:15 > 0:10:17as the kids should be sharing a bedroom in pairs -
0:10:17 > 0:10:20not five of them crammed into one room.
0:10:20 > 0:10:24Couples and any kids who are still at home after the age of 21
0:10:24 > 0:10:27are also entitled to one bedroom each.
0:10:27 > 0:10:30But, for Paula and Abna, there just hasn't been the space.
0:10:30 > 0:10:32Bedroom number four, the big bedroom?
0:10:32 > 0:10:34- That'll be ours.- Wow.
0:10:34 > 0:10:37- We've got bunk beds as well.- Wow.
0:10:37 > 0:10:39We've always had children in our room,
0:10:39 > 0:10:41the whole seven years we've been here,
0:10:41 > 0:10:43so to have a bedroom on our own, will be like "What?!"
0:10:43 > 0:10:44SHE LAUGHS
0:10:44 > 0:10:47Six bedroom properties are rare, so it's... You know.
0:10:47 > 0:10:48Yeah, we know.
0:10:48 > 0:10:51It's clear to me the family have tried their best
0:10:51 > 0:10:53but they desperately need more space.
0:10:53 > 0:10:57It's now down to Richard and Lisa to make the final decision.
0:10:57 > 0:11:02Coming up...the promise of a new life proves too much for Paula.
0:11:02 > 0:11:04- Lovely, isn't it?- It is. - You all right?
0:11:04 > 0:11:06- Very overwhelmed, I think.- You OK?
0:11:06 > 0:11:08- I'm totally lost. - You'll find your way.
0:11:15 > 0:11:18'Back in Thanet, Housing Officer Sarah and I
0:11:18 > 0:11:21'are investigating a two-sided complaint.
0:11:21 > 0:11:24'The tenant says damage in the property hasn't been dealt with.
0:11:24 > 0:11:27'The letting agents say the tenant's lifestyle
0:11:27 > 0:11:31'and her partner's bad attitude is making matters worse.
0:11:31 > 0:11:34'Natasha, the tenant, isn't here for our inspection.
0:11:34 > 0:11:36'But her boyfriend, Nigel, is.
0:11:36 > 0:11:38'And Nigel is really annoyed.'
0:11:38 > 0:11:42All these poxy little, petty little things is, you know, to be honest...
0:11:42 > 0:11:44It's driving us to the point where...
0:11:44 > 0:11:47- BLEEP- it.- BLEEP- to it, you know? Let's just go.
0:11:47 > 0:11:51'But, as a trainee Housing Officer, I need to stay impartial
0:11:51 > 0:11:54'and focus on any potential hazards in the property.
0:11:54 > 0:11:56'We've already seen the floor.
0:11:56 > 0:11:59'There's also a problem with the bedroom window.'
0:11:59 > 0:12:02So that hole's on the outside, is it? Of the, um...
0:12:02 > 0:12:05Yeah, on the external pane.
0:12:05 > 0:12:07What was it that happened, did you say?
0:12:07 > 0:12:09Um...I believe...
0:12:09 > 0:12:13There's a stone still in the window there.
0:12:13 > 0:12:15Catapult job, personally.
0:12:15 > 0:12:18'Hm, well, I suppose it's one way of getting someone's attention.
0:12:18 > 0:12:20'As if that wasn't bad enough,
0:12:20 > 0:12:24'it looks like the smoke alarms are out of action, too.'
0:12:24 > 0:12:26So why are they off at the moment?
0:12:26 > 0:12:27Keeps bleeping.
0:12:27 > 0:12:31Burn a bit of toast and, yeah, it will just go off.
0:12:31 > 0:12:34The dogs bark on it. He cowers - Buster cowers on it every time.
0:12:34 > 0:12:36It'll be like five seconds.
0:12:36 > 0:12:40- It'll "beep-beep" and it's a pain in the- BLEEP,- so I just take 'em out.
0:12:40 > 0:12:43As many as 250 people die in house fires every year.
0:12:43 > 0:12:46And you're four times more likely to die in a fire
0:12:46 > 0:12:48if there's no working smoke alarm,
0:12:48 > 0:12:53so it's definitely not a good idea to remove them, dogs or not!
0:12:53 > 0:12:55Once the work's been done, I can come back and sign it off,
0:12:55 > 0:12:58but you're happy that they're going to come back
0:12:58 > 0:12:59and replace that window?
0:12:59 > 0:13:01- Hopefully, they show up on the 30th.- Yeah.
0:13:01 > 0:13:04You know? So I won't hold my... I'll hold my breath on that one.
0:13:04 > 0:13:06'So that's the repairs hopefully sorted.
0:13:06 > 0:13:09'But I'm still keen to get to the bottom of another issue -
0:13:09 > 0:13:11'Nigel's anger.'
0:13:11 > 0:13:16I'm just worried, if I'm honest with you, that...
0:13:16 > 0:13:19- you seem to get very angry. - Yeah, I do, yeah.
0:13:19 > 0:13:22You know, and I wonder how you think that affects the situation?
0:13:22 > 0:13:23Do you think it...?
0:13:23 > 0:13:27- What? In what situation? - With the lettings agent.
0:13:27 > 0:13:29Er, how can I explain it?
0:13:29 > 0:13:31You know, don't mug me off.
0:13:31 > 0:13:33- I've had too many... I've been here three years.- Mm.
0:13:33 > 0:13:35I've had too many people mug me off.
0:13:35 > 0:13:39You know, talking to the letting agent, I think it...
0:13:39 > 0:13:41You know, she's quite... It scares her.
0:13:41 > 0:13:44And you can probably understand that...
0:13:44 > 0:13:46- Tough!- Yeah?
0:13:46 > 0:13:50Tough. I'm sorry. Tough - that's my attitude, you know?
0:13:50 > 0:13:52Promise, promise, promise, promise, promise -
0:13:52 > 0:13:55you don't give me that. You keep, "Promise, promise, promise..."
0:13:55 > 0:13:58You know, I wash my hands of them,
0:13:58 > 0:14:01and I'm not scared of telling people what I think of them.
0:14:01 > 0:14:04OK, I can understand Nigel's frustration,
0:14:04 > 0:14:07but surely a calm and less aggressive approach
0:14:07 > 0:14:09would get the results he wants?
0:14:09 > 0:14:13You've got rights and you've got people like Sarah
0:14:13 > 0:14:15- to enforce those rights.- Sure.
0:14:15 > 0:14:19And making that move before you get to that,
0:14:19 > 0:14:22- you know, going off on one isn't... You know.- Yeah, yeah, yeah.
0:14:22 > 0:14:25I'm just wondering if that means you'll be able to provide
0:14:25 > 0:14:28a much more stable background for Natasha and yourself.
0:14:28 > 0:14:31I have got a stable background, so, I mean...
0:14:31 > 0:14:33But do you know, otherwise you might find yourself...
0:14:33 > 0:14:36I don't know what you mean, because I do have a stable background so...
0:14:36 > 0:14:39- Yeah, yeah.- I've got money, do you know what I mean?
0:14:39 > 0:14:42I don't work, I'm on the social but I've got money, you know?
0:14:42 > 0:14:44I have people working for me.
0:14:44 > 0:14:46You don't even, like, know my partner
0:14:46 > 0:14:50and you're saying you're worrying just over a bit of...
0:14:50 > 0:14:52I mean, are you a psychologist?
0:14:52 > 0:14:54- No, I'm not.- Well, you sound like one.- I'm not, I'm not.
0:14:54 > 0:14:56Do you know what I mean? Cos I'd tell you to jog on.
0:14:56 > 0:14:58Cos I could be a psychologist.
0:14:58 > 0:15:00- I would never do that. - Do you know what I mean?
0:15:00 > 0:15:02- Listen, I don't want to upset you. - No, no, no, no.
0:15:02 > 0:15:04I'm not here to tell you how to live your life.
0:15:04 > 0:15:06When you say "a stable background"
0:15:06 > 0:15:08I'm thinking, "I HAVE a stable background."
0:15:08 > 0:15:10I'm not saying that. What I am saying is....
0:15:10 > 0:15:12- I'm talking about the future. - Sure.- Moving on.
0:15:12 > 0:15:15I want to go back to work. Do you know what I mean? Course I do.
0:15:15 > 0:15:17Good stuff. Listen, really nice to meet you, Nigel.
0:15:17 > 0:15:20- Thank you very much for your time. Appreciate it.- No, thank you.
0:15:20 > 0:15:22It's difficult, isn't it?
0:15:22 > 0:15:25Cos obviously it's totally two different sides of the story there.
0:15:25 > 0:15:27So that's why I say you've got to be completely impartial.
0:15:27 > 0:15:30- Not something that we can get involved in...- No.
0:15:30 > 0:15:32- ..if we're trying to do the job properly.- Yeah.
0:15:32 > 0:15:35So I'm happy that the work's going to be done,
0:15:35 > 0:15:37so I'll come back and close it down once the window's in
0:15:37 > 0:15:40but I am quite happy with the rest of the condition of the property.
0:15:40 > 0:15:41Let's, er... Let's jog on, shall we?
0:15:41 > 0:15:44'It was a bit tense in there, to say the least.
0:15:44 > 0:15:47'Later, we'll find out if the situation has improved.'
0:15:53 > 0:15:56Elsewhere in Thanet, Housing Officer Andy Emerson
0:15:56 > 0:15:57is going to meet a tenant
0:15:57 > 0:16:00who's complained about damp and mould in their property.
0:16:00 > 0:16:02The best thing is that there's nothing wrong with it
0:16:02 > 0:16:06and the worst thing is there's quite a lot of structural defects
0:16:06 > 0:16:09that are causing the water to come in, which may be an issue
0:16:09 > 0:16:14in terms of getting the landlord to repair the property...
0:16:14 > 0:16:15um, willingly.
0:16:18 > 0:16:21One of the many things I'm learning as a Trainee Housing Officer
0:16:21 > 0:16:25is that disputes between tenants and landlords aren't always clear-cut.
0:16:25 > 0:16:29But tenant Andrew's got quite a list of grievances,
0:16:29 > 0:16:31so there's lots for Andy to think about.
0:16:31 > 0:16:33Mould in bathroom, kitchen.
0:16:33 > 0:16:37Damp in back bedroom under window, damp on ceiling.
0:16:37 > 0:16:39- He's done most of it. - Oh, has he really? Oh, OK.
0:16:39 > 0:16:42- Literally yesterday.- That's good.
0:16:42 > 0:16:44Was it the landlord or was it...?
0:16:44 > 0:16:46- Well, it was the landlord... - A contractor?
0:16:46 > 0:16:48- Yeah, he got people out to do it all.- OK.
0:16:48 > 0:16:50Before you came out, obviously.
0:16:50 > 0:16:52But they've just painted over it, wiped it with a bit of bleach.
0:16:52 > 0:16:53Oh, right.
0:16:53 > 0:16:56But the damp could possibly be a contributing factor
0:16:56 > 0:16:59to a more serious health problems.
0:16:59 > 0:17:01- My partner's actually got pneumonia at the moment.- Really?
0:17:01 > 0:17:04Yeah, I don't know if that was anything to do with mould but...
0:17:04 > 0:17:06Cos she's got asthma as well.
0:17:06 > 0:17:09When you've got mould, it doesn't isolate itself to one place,
0:17:09 > 0:17:11because there are spores constantly in the air,
0:17:11 > 0:17:12and they float around, yeah.
0:17:12 > 0:17:14So, obviously, if you've got asthma,
0:17:14 > 0:17:17you're susceptible to chest infections and things.
0:17:17 > 0:17:19- She's just come out of hospital. - Really?- Yeah.
0:17:19 > 0:17:21Oh, dear. Nasty.
0:17:21 > 0:17:23Well, we don't know if the damp
0:17:23 > 0:17:26is causing Andrew's partner's health problems
0:17:26 > 0:17:28but it does need to be addressed.
0:17:28 > 0:17:30If you look under here...
0:17:30 > 0:17:32it's all damp.
0:17:32 > 0:17:36It looks like you have got a leak. From underneath the bath, isn't it?
0:17:36 > 0:17:38So that's the damp.
0:17:38 > 0:17:40There's also an issue with the layout of the kitchen,
0:17:40 > 0:17:43which is not only impractical - it could be dangerous.
0:17:44 > 0:17:47They're going to come out and do the boiler.
0:17:47 > 0:17:49We've asked them to move it into there.
0:17:49 > 0:17:51Moving the boiler in there, this'll free up the space.
0:17:51 > 0:17:54- And the cooker going to be turned around.- Yeah.
0:17:54 > 0:17:56That is massively unsafe, as it is at the moment.
0:17:56 > 0:17:58If you've got a boiling hot pan on there...
0:17:58 > 0:18:01- Yeah, I've knocked handles myself so...- Yeah, it's...
0:18:01 > 0:18:03And we've got a seven-year-old as well.
0:18:03 > 0:18:07You are cooking stuff over here, you don't have enough space to do it
0:18:07 > 0:18:10and you also need preparation space either side of your cooker, as well,
0:18:10 > 0:18:13- which you just haven't got.- Nah.
0:18:13 > 0:18:15I mean, that needs to be done pretty urgently.
0:18:15 > 0:18:19A disgruntled tenant and an ever-growing list of problems
0:18:19 > 0:18:21means Andy's got his work cut out here.
0:18:21 > 0:18:25But I've got a feeling there could be more to this than meets the eye.
0:18:27 > 0:18:32Coming up...landlord Ian arrives to give Andy a piece of his mind.
0:18:32 > 0:18:33This particular tenant here,
0:18:33 > 0:18:36he hasn't mentioned to you his rent arrears, has he?
0:18:36 > 0:18:38Most people would've got rid of him.
0:18:41 > 0:18:45Ensuring that we all have somewhere safe and decent to live
0:18:45 > 0:18:48is the job of housing officers right across the UK.
0:18:48 > 0:18:51You're overcrowded, so there's nowhere for your lads to go.
0:18:51 > 0:18:53'In this series, I'm working alongside
0:18:53 > 0:18:56'the men and women who do exactly that.'
0:18:56 > 0:19:00You see this room and you go, "Shut it down, move him out."
0:19:00 > 0:19:01'I'm hitting the streets...'
0:19:01 > 0:19:03Good to see you.
0:19:03 > 0:19:05'..I'm learning on the job...'
0:19:05 > 0:19:08This is just a breeding ground for rats.
0:19:08 > 0:19:11'..and I'm finding out what it takes to make sure that a house...'
0:19:11 > 0:19:13..is a fit place to call a home.
0:19:13 > 0:19:16This house is starting to send shivers down my spine.
0:19:16 > 0:19:19I turned up here and there was just no house, it was completely gone.
0:19:19 > 0:19:22We got to look at it strategically and the best way to attack it.
0:19:29 > 0:19:32We're in Sandwell and I've just sat down at my desk, um...
0:19:32 > 0:19:38to find this, which is relating to a house in Oldbury.
0:19:38 > 0:19:43There have been a string of chances for a landlord to put right
0:19:43 > 0:19:46some pretty serious defects with this house
0:19:46 > 0:19:48and he hasn't taken those opportunities.
0:19:48 > 0:19:51So this has been going on for...
0:19:51 > 0:19:55nearly six months now. No, OVER six months.
0:19:55 > 0:19:58The situation has reached crisis point.
0:19:58 > 0:20:02Housing Officer Laura Mahiques is running out of options -
0:20:02 > 0:20:04as the landlord has failed to act,
0:20:04 > 0:20:05he's now facing prosecution.
0:20:05 > 0:20:07So these are photos that you've taken there?
0:20:07 > 0:20:10Yeah, so this was on the initial visit,
0:20:10 > 0:20:12so this is before any notices were carried out
0:20:12 > 0:20:13and we were obviously highlighting
0:20:13 > 0:20:15that there were issues in the property.
0:20:15 > 0:20:18I'm joining Laura today to inspect the property
0:20:18 > 0:20:20but, before we go, I want to get a measure
0:20:20 > 0:20:22of what the some of the big problems are.
0:20:22 > 0:20:24What's the main thing that hits you?
0:20:24 > 0:20:28It doesn't appear to have a gutter - it's got no guttering at all.
0:20:28 > 0:20:29- No guttering at all.- Oh, really?
0:20:29 > 0:20:34so the rain effectively comes straight off this sheet of slates...
0:20:34 > 0:20:37- Yeah.- And then just, what? Dribbles down the brickwork?
0:20:37 > 0:20:39Yeah, hits right down there.
0:20:39 > 0:20:41And if you've got a damp period,
0:20:41 > 0:20:44- it's not going to get a chance to dry out.- Exactly.
0:20:44 > 0:20:48'Poor or missing guttering can cause untold damage to a property.'
0:20:48 > 0:20:50There's quite big signs of damp here.
0:20:50 > 0:20:54Now we're after a really very damp winter, a very wet winter,
0:20:54 > 0:20:57- and a fairly damp spring...- Yeah.
0:20:57 > 0:20:59- This is going to be... - If it hasn't been replaced,
0:20:59 > 0:21:02- it will obviously have got much worse than that.- Yeah.
0:21:02 > 0:21:05'And it's not just at the front of the property
0:21:05 > 0:21:07'where the guttering's making the house damp.
0:21:07 > 0:21:09'It's a similar story in the back yard.
0:21:09 > 0:21:13'All of this has led to a stream of requests for home improvements.'
0:21:13 > 0:21:15These are all the actions that you've taken,
0:21:15 > 0:21:18all the chances where you've given him notices or made phone calls.
0:21:18 > 0:21:22- And even reminder letters in between.- Appointments to meet?
0:21:22 > 0:21:25Yeah, we arranged a meeting but he hadn't met me at the property.
0:21:25 > 0:21:26So it has got to a point now
0:21:26 > 0:21:28where we had to serve the Improvement Notice,
0:21:28 > 0:21:31which the landlord does get charged for as well.
0:21:31 > 0:21:32So he's been served an Improvement Notice
0:21:32 > 0:21:35and understands that if this doesn't get...
0:21:35 > 0:21:39If this doesn't get sorted, then he's going to court, effectively.
0:21:39 > 0:21:41Yeah, potentially could be prosecuted for it.
0:21:41 > 0:21:43Under the 2004 Housing Act,
0:21:43 > 0:21:47a local authority can serve an Improvement Notice to a landlord
0:21:47 > 0:21:49to remove hazards from the home.
0:22:03 > 0:22:05'Laura won't start a prosecution
0:22:05 > 0:22:08'before one final check to see what work has been done.
0:22:08 > 0:22:11'The Improvement Notice was served three months ago -
0:22:11 > 0:22:13'scaffolding was erected at the front of the house
0:22:13 > 0:22:15'and some repairs begun
0:22:15 > 0:22:18'but, according to tenant Roxanne Wesley, not that many.'
0:22:18 > 0:22:20So what work has the landlord done so far?
0:22:20 > 0:22:23Patched the few tiles on the roof
0:22:23 > 0:22:26- and, um, you know the chimney at the back?- Yeah.
0:22:26 > 0:22:29All he done was patch that, that's it.
0:22:29 > 0:22:30OK, well, I'll have a look at that
0:22:30 > 0:22:34and, obviously, see if it's been done to a good standard.
0:22:34 > 0:22:36He's put the guttering at the front?
0:22:36 > 0:22:38- Oh, the guttering has been put up as well.- Yeah.
0:22:38 > 0:22:40But what about the back?
0:22:40 > 0:22:42The back by the bathroom hasn't been done.
0:22:42 > 0:22:44Work has definitely started on the front of the building
0:22:44 > 0:22:46but is it up to standard?
0:22:46 > 0:22:49Laura's keen to put my skills to the test.
0:22:49 > 0:22:51What do you think the potential problem would be there?
0:22:51 > 0:22:53Well, I mean, the gutter's got nowhere to go,
0:22:53 > 0:22:56so it's effectively the same as it was before,
0:22:56 > 0:22:57when you had no gutter,
0:22:57 > 0:22:59cos it's just going to fill up, then it's going to overflow,
0:22:59 > 0:23:03it's going to go down the face of the brickwork again.
0:23:03 > 0:23:05So they haven't really...
0:23:05 > 0:23:08It doesn't look like we've made any sort of improvement there.
0:23:08 > 0:23:10'So not a great start at the front.
0:23:10 > 0:23:12'We need to check on what's happened at the back.
0:23:12 > 0:23:17'And, again, things don't seem to be as good as they could be.'
0:23:17 > 0:23:20It doesn't look like a very professional scaffolding job.
0:23:20 > 0:23:23That was the... That's the issue we had. It's the same scaffolding
0:23:23 > 0:23:25we reported to the Health And Safety Executive.
0:23:25 > 0:23:28There's always concerns about it and it should be checked every week
0:23:28 > 0:23:30to make sure it hasn't been tampered with
0:23:30 > 0:23:33and it's safe for contractors to use.
0:23:33 > 0:23:35'This potentially unsafe scaffolding
0:23:35 > 0:23:38'has, just like at the front, been up for months.
0:23:38 > 0:23:40'However, it looks like there's still a lot to do
0:23:40 > 0:23:42'to make the house watertight.'
0:23:43 > 0:23:44When we're looking at this guttering now,
0:23:44 > 0:23:48apart from the obvious disrepair to it, what's... What highlights?
0:23:48 > 0:23:49Anything that jumps out at you?
0:23:49 > 0:23:52Well, we've got water staining down here,
0:23:52 > 0:23:56so it's clear that it's not water tight.
0:23:56 > 0:23:59- What's it made of?- That's...what? DULL TAPPING
0:23:59 > 0:24:02What is that? Is that...? Cos that's not...
0:24:02 > 0:24:03I'll give you a clue -
0:24:03 > 0:24:05it would need to be removed by a licensed contractor.
0:24:05 > 0:24:07- So that's asbestos?- Yeah.
0:24:07 > 0:24:09So you've got asbestos guttering out the back
0:24:09 > 0:24:12and it's...it's sort of peeling and flaking.
0:24:12 > 0:24:15Anything else you think is pointing at you
0:24:15 > 0:24:19that might be giving you a clue that it's not functioning properly?
0:24:19 > 0:24:22Well, we've got, um, you know,
0:24:22 > 0:24:24weeds and grass growing out of the middle of it.
0:24:24 > 0:24:26We've also got here, um...
0:24:26 > 0:24:28a scaffolding joint.
0:24:28 > 0:24:31- Either that was just left there by the scaffolders...- Potentially.
0:24:31 > 0:24:33..or, more worryingly,
0:24:33 > 0:24:36it's fallen from the scaffolding and lodged there,
0:24:36 > 0:24:38- which is a really...- Concern.
0:24:38 > 0:24:40That's a really worrying thing, isn't it?
0:24:40 > 0:24:42That means that the scaffolding job has...
0:24:42 > 0:24:46We're starting to suspect it's not a bang-up job.
0:24:46 > 0:24:49'The inspection has shown that the tenants
0:24:49 > 0:24:51'have every reason to be unhappy.
0:24:53 > 0:24:56'Later, I'll discover that the landlord
0:24:56 > 0:24:58'might also have a reason to complain.'
0:24:58 > 0:25:01This is when you get that reaction sometimes from landlords,
0:25:01 > 0:25:02where they're going to say,
0:25:02 > 0:25:05"Have you looked at the inside of that place?"
0:25:09 > 0:25:13Back in Stevenage, after living with nine children
0:25:13 > 0:25:16and various pets crammed into a four-bedroom property,
0:25:16 > 0:25:20social housing tenants Paula and Abna George now have
0:25:20 > 0:25:24the chance to upsize to a rare six-bedroom house.
0:25:24 > 0:25:27Paula is blind and Abna partially sighted,
0:25:27 > 0:25:31so a move into a less cluttered home could prove life-changing.
0:25:33 > 0:25:36If we don't take this six-bedroom, this is the first one
0:25:36 > 0:25:39that's come up in, I think Richard said, over 20 years.
0:25:39 > 0:25:42So, this is the opportunity of a lifetime.
0:25:42 > 0:25:44If we don't take it now,
0:25:44 > 0:25:46then we're never going to get another opportunity.
0:25:46 > 0:25:48Before any offer can be made, though,
0:25:48 > 0:25:51housing officers Richard and Lisa need to be satisfied
0:25:51 > 0:25:54that the family have been looking after their current home.
0:25:54 > 0:25:56They have checked every room.
0:25:56 > 0:25:58That door has seen better days, hasn't it?
0:25:58 > 0:26:01I'm just going to put, "Door is worn, due to wear and tear."
0:26:01 > 0:26:04And now, the verdict's in.
0:26:04 > 0:26:06Couple of little repair issues
0:26:06 > 0:26:10that Mr George is going to sort out himself.
0:26:10 > 0:26:14- Are you happy for me to opt back the offer to them, yeah?- Yeah, I'm happy.
0:26:14 > 0:26:16If you're happy, we want to make the offer to you for the six-bedroom.
0:26:16 > 0:26:19- So, you're interested, are you? - Yeah, we want to!
0:26:19 > 0:26:23- So, next Friday at 10:30. - Yeah, that's fine.
0:26:23 > 0:26:24I'll see you next week.
0:26:24 > 0:26:26It's terrific news for the family.
0:26:26 > 0:26:29We're going to see the house!
0:26:29 > 0:26:33To have a look and see just what a six-bedroom property looks like.
0:26:33 > 0:26:36I've never even seen one before.
0:26:36 > 0:26:37And a few days later,
0:26:37 > 0:26:41Richard and Lisa are off to show them around the new home.
0:26:41 > 0:26:42For me, they are the ones I like,
0:26:42 > 0:26:45- they are the sort of people I want to help.- Yeah, they are genuine.
0:26:45 > 0:26:47- They've got some issues... - They've got the green light.
0:26:47 > 0:26:51They try to do the best for their kids. The kids need some more space.
0:26:51 > 0:26:53Well, everybody's in.
0:26:53 > 0:26:55- Hello? - Hello.
0:26:55 > 0:26:57- You all right? - Hi, Mrs George.- Hello.
0:26:57 > 0:27:00Right, so, what we'll do is we'll move from room to room,
0:27:00 > 0:27:02we'll talk about what every room is like and
0:27:02 > 0:27:04if you've got any questions, let us know, yeah?
0:27:04 > 0:27:07- Yeah, that's fine. - Come on, Lewis!
0:27:07 > 0:27:08The Georges' nine kids have spent
0:27:08 > 0:27:12years crammed into four tiny bedrooms.
0:27:12 > 0:27:17But will this six-bedroom house get their seal of approval?
0:27:17 > 0:27:19Who's going to go in this one, Lewis?
0:27:19 > 0:27:21Who's is this room going to be? Yours?
0:27:21 > 0:27:26Ready? Let's have another look. There is your garden down there, look.
0:27:26 > 0:27:28See, there's your garden.
0:27:28 > 0:27:31And Mum and Dad finally get their own bedroom,
0:27:31 > 0:27:33complete with fitted wardrobes.
0:27:33 > 0:27:36That's the thing, it's such a big house, it's going to take...
0:27:36 > 0:27:41- It's a good size.- It's a nice property.- It's brilliant.
0:27:41 > 0:27:43What do you reckon, Lewis?
0:27:44 > 0:27:46Look at this!
0:27:46 > 0:27:47Look at the size of that!
0:27:48 > 0:27:50It's clear that having
0:27:50 > 0:27:54so much extra space is going to make a huge difference to this family.
0:27:55 > 0:27:59I'm overwhelmed. It's massive!
0:27:59 > 0:28:02I didn't realise that a six-bedroom house could be so big.
0:28:02 > 0:28:05It'll take some getting used to, but it's nice, I love it.
0:28:08 > 0:28:11You OK? I knew this was going to be emotional!
0:28:11 > 0:28:14- It's lovely, isn't it? You all right?- Very overwhelmed, I think.
0:28:14 > 0:28:18- You OK?- Yeah. I'm totally lost! - You will find your way.
0:28:18 > 0:28:21So, you're going to be able to bring your lovely great big
0:28:21 > 0:28:24dining room and all your chairs and they can all sit down.
0:28:24 > 0:28:27- I can get a new sideboard now! - You're going to get a new sideboard?
0:28:27 > 0:28:30That's a promise, is it?
0:28:30 > 0:28:33After years of coping with overcrowding, it's great to think
0:28:33 > 0:28:37that the family can now look forward to a much better quality of life.
0:28:37 > 0:28:39What do you think of your house?
0:28:40 > 0:28:42Big house for my monkey.
0:28:42 > 0:28:46- Do you like the big house?- Yeah. - Do you? It's lovely, isn't it?
0:28:46 > 0:28:51If only all our houses were like that. Another satisfied customer.
0:28:51 > 0:28:53We can move on to the next one.
0:29:03 > 0:29:07'I'm out with Sandwell Council's Laura Mahiques.
0:29:07 > 0:29:11'We are inspecting a rundown terrace house with damp and mould problems.'
0:29:11 > 0:29:15I was just tidying the kitchen before you've come.
0:29:15 > 0:29:18- The radiator fell off the wall last week.- Did it?- Yeah.
0:29:18 > 0:29:22'Rainwater leaking through damaged guttering and drainpipes is
0:29:22 > 0:29:25'causing big problems inside for tenant Roxanne and her family.'
0:29:25 > 0:29:28In terms of health and safety in this kitchen,
0:29:28 > 0:29:32what's your issue with... Anything that screams out at you?
0:29:32 > 0:29:36We've got tiles that are falling off here, straightaway, and you've got
0:29:36 > 0:29:39all of that detritus going straight onto the food preparation area.
0:29:39 > 0:29:41What do you think might have caused this issue?
0:29:41 > 0:29:45That's the asbestos guttering not doing its job on that corner, there.
0:29:45 > 0:29:47Which is roughly where we've got the issue.
0:29:47 > 0:29:49This is... You can tell it's absolutely saturated.
0:29:49 > 0:29:51That's where the tiles are lifting.
0:29:51 > 0:29:54Yeah, they're just lifting and falling off.
0:29:54 > 0:29:56'The landlord has so far failed to complete repairs
0:29:56 > 0:29:58'and could be facing prosecution.
0:29:58 > 0:30:01'What is also clear in this house is that some of the problems
0:30:01 > 0:30:03'have nothing to do with the landlord.
0:30:03 > 0:30:05'In the bathroom, things get worse.'
0:30:08 > 0:30:10Looking around the bathroom here
0:30:10 > 0:30:15and we've got big issues with mould, condensation mould, um,
0:30:15 > 0:30:19but that could be from the way the bathroom is being used.
0:30:19 > 0:30:20Yeah.
0:30:20 > 0:30:23There are big issues here, which are
0:30:23 > 0:30:25- not all of the landlord's making. - No.
0:30:25 > 0:30:28This is when you get that reaction sometimes from landlords where
0:30:28 > 0:30:32they are going to say, "Have you looked at the inside of that place?
0:30:32 > 0:30:35"Why should I bother improving it when they treat it that way?"
0:30:35 > 0:30:37But equally, landlords have the powers,
0:30:37 > 0:30:40if they are not happy with how the property is being treated,
0:30:40 > 0:30:42they should be regularly inspecting the property,
0:30:42 > 0:30:44and they should be able to say that
0:30:44 > 0:30:47this is not in the terms and conditions of the tenancy agreement.
0:30:47 > 0:30:50'The place is damp, yes, but it's also filthy,
0:30:50 > 0:30:52'and that must be the fault of the tenants.
0:30:52 > 0:30:54'I want to find out from Roxanne and her partner, Paul,
0:30:54 > 0:30:57'what has been happening between them and their landlord.'
0:30:57 > 0:31:01Do you think the relationship with the landlord is beyond repair?
0:31:01 > 0:31:03We've tried to do our bit to keep it tidy and that,
0:31:03 > 0:31:06- but he's not bothering... - He's just not bothering
0:31:06 > 0:31:07doing anything.
0:31:07 > 0:31:09Do you think part of the problem,
0:31:09 > 0:31:13or part of the challenge with this, is to get yourself organised a bit?
0:31:13 > 0:31:15Do you think you could do with some help with that?
0:31:15 > 0:31:18Um...
0:31:18 > 0:31:19Possibly, it would help.
0:31:19 > 0:31:21We're at the stage now, obviously,
0:31:21 > 0:31:24where sufficient time has been given,
0:31:24 > 0:31:26a legal notice has been served,
0:31:26 > 0:31:30he hasn't carried out the work in the legal notice,
0:31:30 > 0:31:33so this is obviously an offence under the Housing Act,
0:31:33 > 0:31:34what he hasn't carried out.
0:31:38 > 0:31:40- I've got to fill that in today... - Nice to meet you, mate.
0:31:40 > 0:31:42And you, mate. No problem.
0:31:42 > 0:31:45Let's be honest, Paul and Roxanne could probably be doing
0:31:45 > 0:31:48a better job of looking after the house.
0:31:48 > 0:31:51That is a separate issue to the landlord's
0:31:51 > 0:31:55responsibility to keep this house in good order.
0:31:55 > 0:31:59That's why it looks like he could be going to court
0:31:59 > 0:32:06and could be prosecuted. And then, after that, who knows?
0:32:06 > 0:32:10But there are a lot of issues to sort out right here.
0:32:11 > 0:32:14'Later on, we'll find out if the threat of court action
0:32:14 > 0:32:17'motivates the landlord to get the jobs done.'
0:32:20 > 0:32:24'Back in Thanet, housing officer Andy Emerson has been dealing with
0:32:24 > 0:32:27'a complaint from private tenant Andrew.'
0:32:27 > 0:32:31If you look under here, it's all damp.
0:32:31 > 0:32:35'Amongst other things, he is claiming the landlord isn't dealing
0:32:35 > 0:32:36'with the damp in the property
0:32:36 > 0:32:39and isn't providing a safe kitchen area.'
0:32:39 > 0:32:42If you've got a boiling hot pan on there...
0:32:42 > 0:32:43I've got a seven-year-old, as well.
0:32:43 > 0:32:46That is massively unsafe, how it is at the moment.
0:32:46 > 0:32:50'Inspection over, landlord Ian turns up, keen to show Andy that he
0:32:50 > 0:32:54'is addressing the tenant's issues, starting with the damp.'
0:32:54 > 0:32:57- Let's get the issues...- Let's deal with my tenants and what they are.
0:32:57 > 0:32:59- We've put in some new windows. - Yeah, that's fine.
0:32:59 > 0:33:03And when the guys complained, it is in the middle of winter, isn't it?
0:33:03 > 0:33:09- It is.- And you must agree, it is the wettest winter we have had.
0:33:09 > 0:33:13'Fair enough, but there is also the issue of the kitchen.'
0:33:13 > 0:33:16Just the fact that if you've got boiling hot pans on here,
0:33:16 > 0:33:18regardless of where they were...
0:33:18 > 0:33:20And the other thing is to put the kitchen in there,
0:33:20 > 0:33:23but that's up to him, isn't it?
0:33:23 > 0:33:25Well, it's your house, so you can do whatever you want.
0:33:25 > 0:33:28Of course, I could see if I could sell it, which is
0:33:28 > 0:33:30quite tempting when you get a day like this.
0:33:30 > 0:33:34It's probably better to inform you, and we'll give you an improvement
0:33:34 > 0:33:38notice, that maybe gives you a certain amount of time to do it.
0:33:38 > 0:33:41'Outside, Ian is keen to point out
0:33:41 > 0:33:43'the improvement work he HAS done so far.'
0:33:43 > 0:33:49- Up there, where he's had new windows, that was done before Christmas.- OK.
0:33:49 > 0:33:52And that's where his problem was, and that's why the water
0:33:52 > 0:33:56getting in there is what has caused the problem upstairs.
0:33:56 > 0:34:00'Landlord Ian has some other important points to raise.'
0:34:00 > 0:34:02You need to listen to me, because, you know,
0:34:02 > 0:34:05we tried to do work here last week and they weren't available.
0:34:05 > 0:34:08The place is like a pigsty when you go in there normally.
0:34:08 > 0:34:11You can't start blaming the ills of society on landlords,
0:34:11 > 0:34:13- do you know what I mean? - That's not what we're doing at all.
0:34:13 > 0:34:16Obviously, we have to respond to a complaint.
0:34:16 > 0:34:18And there are always two sides to a story. We know that.
0:34:18 > 0:34:22And it's important that both sides are listened to.
0:34:22 > 0:34:25It is a housing officer's duty to deal with each case objectively.
0:34:25 > 0:34:28Ian is not convinced that his own struggles
0:34:28 > 0:34:30as a landlord are being heard.
0:34:30 > 0:34:33I don't think they quite understand how hard it is sometimes to
0:34:33 > 0:34:34work with these tenants.
0:34:34 > 0:34:39We've always tried to be fair, and do bits and pieces as they need doing.
0:34:39 > 0:34:42You know, we've got several tenants, some of them are really good,
0:34:42 > 0:34:45we get on really well with, and others are not quite so good
0:34:45 > 0:34:47and we try to work with them,
0:34:47 > 0:34:49but that sometimes becomes impossible.
0:34:49 > 0:34:55Ian says he is dealing with a tenant who isn't always paying his way.
0:34:55 > 0:34:57This particular tenant here,
0:34:57 > 0:34:59he hasn't mentioned to you his rent arrears, has he?
0:34:59 > 0:35:03And he won't contact me because he knows that when he contacts me,
0:35:03 > 0:35:05he also needs to address rent arrears.
0:35:05 > 0:35:07Now, admittedly, we've done the windows
0:35:07 > 0:35:09and he has made a small attempt to pay his rent arrears.
0:35:09 > 0:35:12But they have been consistent rent arrears over five or six years.
0:35:12 > 0:35:14Now, most people would have got rid of him.
0:35:14 > 0:35:17When they've reported any problems, we have carried out the work,
0:35:17 > 0:35:20but also there is routine maintenance to do in my own house.
0:35:20 > 0:35:22If you get a bit of damp occasionally...
0:35:22 > 0:35:25We have just gone through the wettest winter on record,
0:35:25 > 0:35:27you do have to maintain the place.
0:35:27 > 0:35:30We're not renting them serviced apartments.
0:35:30 > 0:35:34It's true that a tenant has the responsibility to keep
0:35:34 > 0:35:35a property in good order.
0:35:35 > 0:35:38It seems to me that, for whatever reason, there has been
0:35:38 > 0:35:42a communication breakdown here between the tenant and landlord,
0:35:42 > 0:35:45and now it's Andy's job to ensure work is carried out
0:35:45 > 0:35:47to everyone's satisfaction.
0:35:47 > 0:35:51Basically, it seems like the tenant has complained to the council
0:35:51 > 0:35:54without going to the landlord first.
0:35:55 > 0:35:57Which is always a problem.
0:35:57 > 0:36:00Obviously, the landlord was a little bit aggrieved about that,
0:36:00 > 0:36:03but he seemed quite happy and he understands what he needs to do
0:36:03 > 0:36:08to rectify the problems that we found when we were there.
0:36:08 > 0:36:11Happily, after Andy's inspection,
0:36:11 > 0:36:14it didn't take landlord Ian long to address the issues.
0:36:14 > 0:36:17The damp is being tackled and a new boiler is on order,
0:36:17 > 0:36:20which should free up more kitchen space.
0:36:20 > 0:36:23Andy is making top-up payments to make up for his rent arrears.
0:36:23 > 0:36:26Hopefully that means tenant
0:36:26 > 0:36:29and landlord relations will now get a bit better.
0:36:35 > 0:36:37I'm heading to Stevenage in Hertfordshire,
0:36:37 > 0:36:41'and this time I'm teaming up with housing officer Richard Mitchell.
0:36:41 > 0:36:43'We are on a mercy mission.'
0:36:43 > 0:36:47The lady we are going to see, she's a 27-year-old lady.
0:36:47 > 0:36:49She has a three-year-old daughter.
0:36:49 > 0:36:51She's living in private rented accommodation,
0:36:51 > 0:36:55but the landlord has asked her to leave.
0:36:55 > 0:36:58So she's desperate for rehousing.
0:36:59 > 0:37:02Single mum Nicola Stagg has been on the council housing register
0:37:02 > 0:37:04for the past six years.
0:37:04 > 0:37:07I've been in a bedsit for about 18 months.
0:37:07 > 0:37:10Me and my daughter have got to share a bed.
0:37:10 > 0:37:14It's full of mould, damp, and I really don't like it any more.
0:37:14 > 0:37:17There is no security, nowhere for my daughter to play.
0:37:17 > 0:37:20It's getting to the point where it's affecting her development.
0:37:20 > 0:37:24So my priority is to get her out and give her a life, really.
0:37:24 > 0:37:27'Despite her long wait, Nicola's deteriorating living conditions
0:37:27 > 0:37:31'mean she's now a priority for rehousing.'
0:37:31 > 0:37:35Most councils moved to, like, an estate agent approach, really.
0:37:35 > 0:37:39They call it choice-based lettings, where we advertise the property
0:37:39 > 0:37:41on a website that belongs to us,
0:37:41 > 0:37:43it's open for a week, people get allocated points
0:37:43 > 0:37:46and they have their number, they bid on that property.
0:37:46 > 0:37:48So it feels like you're making a choice,
0:37:48 > 0:37:51rather than being given something, or allocated.
0:37:51 > 0:37:53Yes, it's just a different mindset.
0:37:54 > 0:37:58I know that my life will improve 100% if we had a stable environment
0:37:58 > 0:38:01to live in, knowing it won't affect your health,
0:38:01 > 0:38:03and your daughter could smile,
0:38:03 > 0:38:05just be happy and play with her toys in a garden.
0:38:05 > 0:38:07I'm hoping today could be good news for Nicola.
0:38:07 > 0:38:10She's recently made a successful bid on a council house,
0:38:10 > 0:38:14and it's now my job to show her round her potential new home.
0:38:16 > 0:38:19So tell me, what's the best thing that could happen today,
0:38:19 > 0:38:21with this young woman?
0:38:21 > 0:38:24The best thing that could happen to this lady is she's really
0:38:24 > 0:38:25happy with the property.
0:38:28 > 0:38:30That's the keys to the property.
0:38:30 > 0:38:34- Hello. How you doing? - I'm fine, thank you.- I'm Richard.
0:38:34 > 0:38:38- I work in the lettings team.- I'm Matt.- Hiya. This is my mum.- Hello.
0:38:38 > 0:38:40- How do you do? I'm Matt. - I'm Richard.
0:38:40 > 0:38:41'So, under the watchful eye of Mum,
0:38:41 > 0:38:45'it's on me to show Nicola her brand-new home.
0:38:45 > 0:38:47'I mean, what could possibly go wrong?'
0:38:48 > 0:38:51Is it this one? LAUGHTER
0:38:52 > 0:38:54That was a test, wasn't it?
0:38:54 > 0:38:58'Yes, we'll brush that one under the doormat. Second time lucky.'
0:38:58 > 0:39:00- I tested you.- And I failed.
0:39:03 > 0:39:05There you go.
0:39:05 > 0:39:07- Thank you.- Tell us what you think.
0:39:07 > 0:39:09This is a new kitchen.
0:39:10 > 0:39:15Not actually new, but it was installed in the last 12 months.
0:39:15 > 0:39:16- Have you seen the garden?- I know.
0:39:16 > 0:39:18I have fallen in love with it, to be honest.
0:39:18 > 0:39:22I can't believe what I've got. It was worth the wait, you know?
0:39:22 > 0:39:25I've waited that long, I'm like, "Finally!"
0:39:25 > 0:39:29'Nicola's reaction is just what Richard and I were waiting to hear.
0:39:29 > 0:39:33'It's clear this house could genuinely transform her life.'
0:39:33 > 0:39:37- What's your daughter's name?- Isabel. - How old is she?- She's three.
0:39:37 > 0:39:40What she asked for Christmas was a garden and stairs.
0:39:40 > 0:39:43So I can now finally give her her Christmas present, as such.
0:39:43 > 0:39:47She's got a play area. Somewhere safe.
0:39:53 > 0:39:57- Is your mum doing all the measuring? - I can hear that tape going.
0:39:59 > 0:40:01This is the master bedroom.
0:40:01 > 0:40:05- It's lovely. - It's quite big for you, isn't it?
0:40:05 > 0:40:08Cupboards over there.
0:40:08 > 0:40:10This is...my flat.
0:40:10 > 0:40:12So your whole flat is this big.
0:40:12 > 0:40:18- Yes, this level is bigger than my flat.- And look at this.- Oh, wow!
0:40:18 > 0:40:22Nicola's housing history has been a long and rocky road.
0:40:22 > 0:40:24'It's clear from talking to her mum the lengths
0:40:24 > 0:40:27'she had to go to to secure this home are dramatic,
0:40:27 > 0:40:28'to say the least.'
0:40:28 > 0:40:30So there was a stage when Nicola
0:40:30 > 0:40:33and her daughter were staying at your place.
0:40:33 > 0:40:34Yes, for about a year.
0:40:34 > 0:40:37And you actually had to formally evict her.
0:40:37 > 0:40:41Yes, I had to give the council a letter to say
0:40:41 > 0:40:45- I couldn't house her any more.- That must feel strange.- It's not nice.
0:40:45 > 0:40:49There's no kind of ill will or feeling,
0:40:49 > 0:40:52it was just a process you had to go through to get here.
0:40:52 > 0:40:55Yes, my mum didn't want to do it - I guess it's harder for her
0:40:55 > 0:40:58to have to do it, but it's the only way I could move.
0:40:58 > 0:41:00I'm so pleased for you.
0:41:00 > 0:41:03I'm delighted. I really can't believe it.
0:41:03 > 0:41:05I feel like I've won the lottery.
0:41:08 > 0:41:12And I'm happy to report, just 1½ weeks later,
0:41:12 > 0:41:16Nicola and Isabel finally moved into their new home.
0:41:16 > 0:41:19- Are you closing your eyes? - What's new in here?
0:41:19 > 0:41:23- We've got the new curtains, haven't we? And blinds.- New sofa!
0:41:23 > 0:41:25And the new sofa!
0:41:25 > 0:41:29- What room are you in?- The pink! - This is her bedroom.
0:41:29 > 0:41:33We've managed to get pink on the wall,
0:41:33 > 0:41:35and were going to be doing the wallpaper on there.
0:41:35 > 0:41:37Pink and white.
0:41:37 > 0:41:40NICOLA LAUGHS
0:41:41 > 0:41:45You make Mummy laugh! You are well happy now, aren't you?
0:41:45 > 0:41:47Are you happy we're in our new home?
0:41:47 > 0:41:49Yes!
0:41:50 > 0:41:52And that's not all the good news.
0:41:52 > 0:41:55'We revisited tenants Roxanne and Paul, to discover
0:41:55 > 0:41:58'that their landlord had finally made progress
0:41:58 > 0:41:59'on the crucial repairs.'
0:41:59 > 0:42:03They've done the damp stuff, they've done the tiles in the kitchen,
0:42:03 > 0:42:05sorted out the bathroom...
0:42:05 > 0:42:08They put the radiator back on the wall and it started to come off.
0:42:08 > 0:42:11They're waiting for someone to come and do the chimney breast.
0:42:11 > 0:42:14The landlord has done nearly 70% of the jobs
0:42:14 > 0:42:16and has so far avoided prosecution.
0:42:16 > 0:42:19Laura's been working closely with the family to make sure
0:42:19 > 0:42:20they get the support they need.
0:42:20 > 0:42:23I've got a new-found respect for guttering now!
0:42:23 > 0:42:26And last but not least, in Cliftonville, Kent,
0:42:26 > 0:42:28there's been a surprising turnaround.
0:42:28 > 0:42:31Since our visit, repairs have been done to the property,
0:42:31 > 0:42:34and tenant Nigel has had a change of heart.
0:42:34 > 0:42:38I actually had a visit this morning from the tenant's partner,
0:42:38 > 0:42:42who decided he was going to bring me a gift of a pot plant to say
0:42:42 > 0:42:45he was terribly sorry and should never have spoken to me
0:42:45 > 0:42:48the way he spoke to me, and wished to make amends and move on.
0:42:48 > 0:42:50Nice one, Nigel.
0:42:54 > 0:42:56That's it for today's show.
0:42:56 > 0:43:00Join me next time, when I'll be learning more about what it takes
0:43:00 > 0:43:02to be a front-line housing officer.