0:00:02 > 0:00:05The law says everyone has the right to a safe place to live.
0:00:05 > 0:00:08It's cold, it's damp and nothing's been done about it.
0:00:08 > 0:00:11But for thousands of people across Britain the reality can be
0:00:11 > 0:00:13more hovel than home.
0:00:13 > 0:00:17A dog's got a better life than what's going on here.
0:00:17 > 0:00:18In the battle between tenants
0:00:18 > 0:00:22and landlords, it's local housing officers who are on the front line.
0:00:22 > 0:00:24You're the good cop, I'm the bad cop.
0:00:24 > 0:00:27The notice will be served and action will be taken.
0:00:27 > 0:00:30I'm Matt Alright and I've been training hard,
0:00:30 > 0:00:33ready to join the ranks of these housing enforcers.
0:00:33 > 0:00:35It's coming through from two floors above.
0:00:35 > 0:00:37- So there's worse than this. - Yep.
0:00:37 > 0:00:39Tackling problem properties.
0:00:39 > 0:00:40I'm going to come a cropper.
0:00:40 > 0:00:43It's not sorting the problem out, it's just covering it up.
0:00:43 > 0:00:45Dealing with the consequences of nightmare neighbours...
0:00:45 > 0:00:49- This was supposed to be my last move.- Yeah.
0:00:49 > 0:00:50..and everything in between.
0:00:50 > 0:00:52It's not getting easier, it's getting worse.
0:00:55 > 0:00:57How are you enjoying being a landlord?
0:00:57 > 0:00:58It has its ups and downs.
0:01:03 > 0:01:07Today my housing officer diplomacy skills are put to the test
0:01:07 > 0:01:09solving a landlord tenant dispute.
0:01:09 > 0:01:12If something's wrong I don't expect my landlord to come round
0:01:12 > 0:01:14and try to shift the blame to me.
0:01:14 > 0:01:16I don't want to make light of it in any way,
0:01:16 > 0:01:21- but it seems to be largely resolved, so that's a good thing.- Yes.
0:01:21 > 0:01:23Tenant Carl's struggling to move a lifetime's collection
0:01:23 > 0:01:26from his condemned childhood home.
0:01:26 > 0:01:28They'll have to build a bigger coffin to put it in with me
0:01:28 > 0:01:31cos I can't give it away, I'm too attached to it.
0:01:31 > 0:01:35And local resident Michelle gets the shock of her life.
0:01:35 > 0:01:38I turned up here and there just was no house, it was completely gone.
0:01:38 > 0:01:40It sounded like a bomb going off.
0:01:45 > 0:01:48They say that an Englishman's home is his castle,
0:01:48 > 0:01:52but if it's a rented castle, then it's the job of housing officers
0:01:52 > 0:01:56across the country to make sure it's up to scratch.
0:01:56 > 0:01:59They work with a growing army of private landlords to make sure
0:01:59 > 0:02:03they play by the rules and provide people with a decent home.
0:02:05 > 0:02:08I'm heading to Lowestoft in Suffolk
0:02:08 > 0:02:11and joining housing officer Phil Gough to learn what can be done
0:02:11 > 0:02:14when a landlord decides to evict their tenant.
0:02:14 > 0:02:17In accordance with the law, Christine and David Lucas have been
0:02:17 > 0:02:21served with eight weeks' notice to leave their home.
0:02:21 > 0:02:23So Phil, this is a really nice street.
0:02:23 > 0:02:26I mean, this is as nice a street as we've come across in Lowestoft
0:02:26 > 0:02:30so far, and yet we are talking about homelessness.
0:02:30 > 0:02:31I don't really get it.
0:02:31 > 0:02:33It happens everywhere, really.
0:02:33 > 0:02:35This particular one is a rental property,
0:02:35 > 0:02:38they've been served notice, they need to get out.
0:02:38 > 0:02:42Presumably the clock is ticking. I mean, the landlord,
0:02:42 > 0:02:44if this is an assured short hold tenancy,
0:02:44 > 0:02:48is within their rights to serve a notice, no grounds required,
0:02:48 > 0:02:51and we have got only a limited period where we can do something.
0:02:51 > 0:02:54The landlord in this particular place is selling up,
0:02:54 > 0:02:56so we can't stop him from selling his house,
0:02:56 > 0:02:59so let's try and limit the damage that it causes,
0:02:59 > 0:03:01and we can look at other options like temporary accommodation
0:03:01 > 0:03:03for the family, homeless application,
0:03:03 > 0:03:05which is what we're going to do today.
0:03:05 > 0:03:08Presumably, part of what we're trying to establish here is
0:03:08 > 0:03:10are these people genuinely homeless.
0:03:10 > 0:03:13Yeah. Is it something they've done or something out of their control?
0:03:15 > 0:03:19Christine and Dave Lucas have been given eight weeks' statutory notice
0:03:19 > 0:03:20to leave their home.
0:03:20 > 0:03:24Have you not got a plate there? You're just sitting eating the sausages.
0:03:24 > 0:03:26Well, we've been here coming up to a year.
0:03:26 > 0:03:29We've got about six weeks to move out.
0:03:31 > 0:03:34Yeah, fingers crossed.
0:03:34 > 0:03:38The Lucas' have 16 children, 6 of whom live at home,
0:03:38 > 0:03:41and to compound the pressure on Christine, husband Dave
0:03:41 > 0:03:45has a degenerative brain disease and has been forced to give up work.
0:03:46 > 0:03:47I can't speak properly.
0:03:49 > 0:03:51I sorted it all out the last time we moved,
0:03:51 > 0:03:53and now I have to do it all again.
0:03:53 > 0:03:56And if we only go into somewhere temporary...
0:03:56 > 0:03:59and then we've got to move again, it's like, "Oh..."
0:03:59 > 0:04:00Yeah.
0:04:02 > 0:04:03You'll start me off.
0:04:05 > 0:04:08We'll get it sorted, won't we?
0:04:10 > 0:04:13- I love you. - I know. You'll start me off.
0:04:18 > 0:04:20This family have always paid their way,
0:04:20 > 0:04:24but Dave's illness has left them in financial dire straits.
0:04:24 > 0:04:26In a situation like this it feels difficult even to start
0:04:26 > 0:04:31asking questions, but as a housing officer it's part of our job.
0:04:33 > 0:04:37OK, everyone you want to be part of your household.
0:04:37 > 0:04:39So everyone under the roof at the moment.
0:04:39 > 0:04:41- I understand there are one or two. - There's six.
0:04:41 > 0:04:43- There's six? - There's six.- OK.
0:04:43 > 0:04:45We had 16. That's only 6. The others are in London
0:04:45 > 0:04:48- and got their own families. - You've got 16!- 16, yeah.
0:04:48 > 0:04:52- Right, OK. But you've still got six with you.- There's six here, yeah.
0:04:52 > 0:04:54What's the age range between the kids?
0:04:54 > 0:04:58The oldest is 20 and the youngest is 11.
0:04:58 > 0:05:01It's pretty clear that this family's in desperate and genuine need
0:05:01 > 0:05:04of a new home, but finding a house for eight people
0:05:04 > 0:05:06isn't going to be easy.
0:05:07 > 0:05:10What's the outcome that you want? What would you like?
0:05:11 > 0:05:14I don't know. I know there's not a lot of large bedroom properties
0:05:14 > 0:05:16out there. Yeah, it's hard.
0:05:18 > 0:05:21In order to work out how best to help Christine, Phil and I
0:05:21 > 0:05:25need to inspect the house and assess the family's needs.
0:05:25 > 0:05:27This is Dennis' room.
0:05:27 > 0:05:29This room isn't too bad, actually.
0:05:29 > 0:05:35He's got a bit of space, but it's, yeah, not a lot.
0:05:35 > 0:05:39Do you have to contend with people who, whether they either say it,
0:05:39 > 0:05:42or you sense it, give you that feeling of, you know,
0:05:42 > 0:05:45- you've got a lot of kids. - I used to, yeah.
0:05:45 > 0:05:50Yeah, I used to get some funny looks when I used to have them all.
0:05:50 > 0:05:53Dave's worked when he sort of can, you know.
0:05:53 > 0:05:58- Then when Dave's dementia kicked in...- Yeah, that's not long started.
0:05:58 > 0:06:02- That just means you can't provide in the way you once did.- No.
0:06:02 > 0:06:04Yeah.
0:06:04 > 0:06:06This is the girls' room.
0:06:06 > 0:06:10Right, so when you say the girls, you've got Abigail in there
0:06:10 > 0:06:12- and then we've got... - Amanda and Charlotte.
0:06:12 > 0:06:14Amanda and Charlotte are both in that bed?
0:06:14 > 0:06:16Yeah, they're in that one.
0:06:16 > 0:06:18So Amanda is 18 and Charlotte is...
0:06:18 > 0:06:21- 16, she'll be 17 at the end of this month.- Oh!
0:06:21 > 0:06:24- So 18 and 17 sharing a bed together? - Yeah.
0:06:24 > 0:06:26How does that stand? Is that statutory overcrowding?
0:06:26 > 0:06:29When it comes to the allocations policy
0:06:29 > 0:06:32girls of 18 and 17 can share, that's not a problem,
0:06:32 > 0:06:34but with the third daughter in the room as well,
0:06:34 > 0:06:37then, yeah, there's the overcrowding element, yeah.
0:06:37 > 0:06:39Council housing is allocated on a points system
0:06:39 > 0:06:42based on a tenant's specific circumstances.
0:06:42 > 0:06:46This figure is then used to bid online for available property.
0:06:49 > 0:06:52I mean, the last property I bid for we were 12th.
0:06:53 > 0:06:55They don't do it first come first served,
0:06:55 > 0:06:59and when I saw 12th I knew we had no chance.
0:06:59 > 0:07:02- OK. Thank you for showing us round, Christine.- That's all right.
0:07:02 > 0:07:05Thankfully for Dave and Christine there's hope.
0:07:05 > 0:07:07Our visit means that the council will now officially recognise
0:07:07 > 0:07:11the family as homeless, and significantly increase
0:07:11 > 0:07:15their chances of a successful bid on a new council house.
0:07:15 > 0:07:19You see, I know what's happening on the sofas of the country
0:07:19 > 0:07:22watching this, and it is that people are going
0:07:22 > 0:07:24"Well, why did you have so many kids?"
0:07:24 > 0:07:26Yeah, it was her choice to have that many children,
0:07:26 > 0:07:27and at the end of the day, why not?
0:07:27 > 0:07:31You know? They've been working, they've been supporting themselves,
0:07:31 > 0:07:35self-sufficient, and now because of ill health they're struggling.
0:07:36 > 0:07:38Just want to be able to relax
0:07:38 > 0:07:40and know that we're going to be somewhere
0:07:40 > 0:07:42and it's going to be permanent.
0:07:42 > 0:07:44So I was hoping to go into council property
0:07:44 > 0:07:49cos you're more secure than, you know, going into lettings.
0:07:49 > 0:07:51Cos that's what was on my mind, B&B, I don't know.
0:07:51 > 0:07:53Probably have to put your stuff into storage
0:07:53 > 0:07:56and whatever, I suppose.
0:08:00 > 0:08:02Day by day, I think.
0:08:02 > 0:08:04I don't envy Christine's situation at all.
0:08:04 > 0:08:07You come across some people and you think,
0:08:07 > 0:08:10"I'm genuinely not sure how I'd cope with that."
0:08:10 > 0:08:12She is one of those people.
0:08:13 > 0:08:16We'll be back later on to find out if this family
0:08:16 > 0:08:18finally manage to find a new home.
0:08:24 > 0:08:27Next up, we're heading to Broadstairs in Kent,
0:08:27 > 0:08:30where housing officer Andy Emmerson is on his way to a property at
0:08:30 > 0:08:35the heart of a long-running dispute, and it's in danger of boiling over.
0:08:35 > 0:08:38The tenant has complained of a leaking shower.
0:08:38 > 0:08:42She also says she's got blocked guttering, some damp,
0:08:42 > 0:08:46and also insufficient lighting within one of the rooms,
0:08:46 > 0:08:51so obviously I'll wait and see what the property's like when I get there.
0:08:51 > 0:08:55Tenant Rebecca Thomas has lived in the property, with her four sons,
0:08:55 > 0:08:56for the past five years,
0:08:56 > 0:08:59and she's been complaining to the landlord about the problems
0:08:59 > 0:09:01since the day she moved in.
0:09:02 > 0:09:05This photo shows the state of the kitchen wall.
0:09:05 > 0:09:07Now behind this wall is the bathroom, the shower.
0:09:07 > 0:09:11That was due to the fact, obviously, that there was damp in the wall.
0:09:11 > 0:09:15This shows the state of the base of the shower outside
0:09:15 > 0:09:16caused by water dripping,
0:09:16 > 0:09:19and every time I touched it more and more tiles would detach,
0:09:19 > 0:09:22so in the end I just had to leave it as it was.
0:09:22 > 0:09:24When Rebecca first moved here
0:09:24 > 0:09:26it seemed to be the ideal place to live.
0:09:26 > 0:09:29I've chose to stay, actually, in this house
0:09:29 > 0:09:32because it was really ideally situated.
0:09:32 > 0:09:36My children were able to get to school on their bicycles,
0:09:36 > 0:09:38and also we love the area.
0:09:38 > 0:09:41But it hasn't turned out to be the perfect home that she'd imagined.
0:09:41 > 0:09:46I do think my landlord is being very unreasonable,
0:09:46 > 0:09:48I do not think it's right that he should be causing me
0:09:48 > 0:09:51so much aggravation and stress, because I believe I have
0:09:51 > 0:09:53been a very good tenant.
0:09:53 > 0:09:57Rebecca clearly feels she has a strong list of grievances.
0:09:57 > 0:10:00Nevertheless, Andy must keep an open mind.
0:10:00 > 0:10:02You can never say whether the problems are serious or not
0:10:02 > 0:10:04until you actually can see them yourself.
0:10:04 > 0:10:06That's our job, to identify whether they're serious
0:10:06 > 0:10:09and whether they're hazardous to the health of the tenant in the property.
0:10:09 > 0:10:12There are issues between the landlord and the tenant,
0:10:12 > 0:10:16so I think when you go in there you've really got to kind of assess
0:10:16 > 0:10:20the personalities of those two people, because they've both got
0:10:20 > 0:10:24different views. And again you can't make any judgment,
0:10:24 > 0:10:27you can't really get involved, you can't side with either
0:10:27 > 0:10:28the landlord or the tenant.
0:10:28 > 0:10:32In the interests of fairness, the housing department has a duty
0:10:32 > 0:10:34to inform Rebecca's landlord of the visit.
0:10:34 > 0:10:36Hello?
0:10:36 > 0:10:37KNOCKING
0:10:39 > 0:10:42And landlord Philip Ashley has already arrived, keen to put forward
0:10:42 > 0:10:46his side in this long-running disagreement.
0:10:46 > 0:10:48Andy could be in for a bumpy ride.
0:10:48 > 0:10:51Especially, this is a private conversation, if you...
0:10:51 > 0:10:54- Oh, I see, because I'm the owner. - Yeah.
0:10:54 > 0:10:57- You're the landlord? - Yes, this is the landlord.
0:10:57 > 0:10:58Oh, right OK. You got a letter from us?
0:10:58 > 0:11:01- Yes, we did, yeah.- OK.
0:11:01 > 0:11:04It appears that the landlord has recently begun work on some
0:11:04 > 0:11:08of the repairs, and strongly denies many of Rebecca's claims.
0:11:08 > 0:11:10If we go into the detail,
0:11:10 > 0:11:12whether it was caused by you or your sons yourself.
0:11:12 > 0:11:14- That's not true at all. - Well, yeah.
0:11:14 > 0:11:17When we arrived here the shower was already leaking,
0:11:17 > 0:11:19I have photos to prove it.
0:11:19 > 0:11:22We've never had that problem before. I don't know how they managed it.
0:11:22 > 0:11:25There was problems before because that's what it was like
0:11:25 > 0:11:27when we moved in. There's the old cupboard that we had.
0:11:27 > 0:11:30The reason I didn't do it up till now was cos you said
0:11:30 > 0:11:31you were looking for somewhere else.
0:11:31 > 0:11:34Well, that wasn't quite true, you said I would have to go, and...
0:11:34 > 0:11:38- I didn't put it that way.- Yes, you were very angry, and I said,
0:11:38 > 0:11:40you said, "Will you start looking?"
0:11:40 > 0:11:42I said, "All right," and I have looked a bit.
0:11:44 > 0:11:46There are some major issues between them.
0:11:46 > 0:11:49Obviously the landlord has his own criteria of what
0:11:49 > 0:11:51he wants to do with the property in the long term,
0:11:51 > 0:11:54which, unfortunately, doesn't seem to involve the current tenant.
0:11:54 > 0:11:57It's much easier to renovate the whole place than try to do the...
0:11:57 > 0:12:00You're absolutely right, it's much easier to renovate
0:12:00 > 0:12:01when the property is empty.
0:12:01 > 0:12:04That's why we didn't put a lot of pressure on doing things
0:12:04 > 0:12:06until the house was empty.
0:12:06 > 0:12:08All right. OK. Again, obviously, if there are issues,
0:12:08 > 0:12:11and your tenant's still in here and she's still paying her rent.
0:12:11 > 0:12:12Yes.
0:12:12 > 0:12:15It's an extremely delicate situation.
0:12:15 > 0:12:18All Andy can do is carry out his inspection
0:12:18 > 0:12:19and attempt to keep the peace.
0:12:21 > 0:12:24First on Rebecca's list - the infamous leaky shower.
0:12:24 > 0:12:27Water's been running out of it...
0:12:27 > 0:12:30It's difficult. There's a little bit of a dispute between them,
0:12:30 > 0:12:33but I'm there to make sure that the issues with the building are
0:12:33 > 0:12:36sorted out regardless of the issues between the tenant and the landlord.
0:12:36 > 0:12:40What has been unreasonable is the stress that's been put on me.
0:12:40 > 0:12:44I have repeatedly asked the landlord to sort these problems out,
0:12:44 > 0:12:47and if something's wrong I don't expect my landlord to come round
0:12:47 > 0:12:48and try to shift the blame to me.
0:12:48 > 0:12:52And as they move into the kitchen it seems they can't even agree over
0:12:52 > 0:12:54a single bulb.
0:12:54 > 0:12:55Have you checked these bulbs?
0:12:55 > 0:12:57Yes, you had them out yourself, you took them out.
0:12:57 > 0:13:02- Yeah, but it worked when I did it. - Mr Ashley, I am very sorry...
0:13:02 > 0:13:04You managed to get that one working for me
0:13:04 > 0:13:06and you got that one working, and then I phoned you up and said,
0:13:06 > 0:13:09"Mr Ashley, I'm afraid they only lasted for an hour
0:13:09 > 0:13:10"and they went off."
0:13:10 > 0:13:12But I did come down here once and I replaced them all
0:13:12 > 0:13:14and they all worked.
0:13:14 > 0:13:15And then they all went off again.
0:13:15 > 0:13:18You hadn't bothered replacing them. They don't spring in themselves.
0:13:18 > 0:13:20No, I changed them but they just...
0:13:20 > 0:13:22It's not a big job, it's probably the contacts.
0:13:22 > 0:13:23Yeah, buy the contacts,
0:13:23 > 0:13:26- and if that doesn't work just change the fitting.- Yeah.
0:13:26 > 0:13:28Because to have, you know, one light at either end
0:13:28 > 0:13:30- when you've got quite a big space... - Yeah.
0:13:30 > 0:13:32Well, I know that when I came and looked at them
0:13:32 > 0:13:34all those four were working.
0:13:34 > 0:13:36Yeah, but it didn't last more than an hour.
0:13:37 > 0:13:40- OK.- Then what have you done with it?
0:13:40 > 0:13:43Well, from down here, not very much. I can't even reach.
0:13:46 > 0:13:50Despite the bickering, the landlord seems happy to get the ball rolling.
0:13:50 > 0:13:52I've got a big ladder, I can get that.
0:13:52 > 0:13:54You can get that sorted out? OK.
0:13:54 > 0:13:57And with a few outside jobs added to the list,
0:13:57 > 0:14:00both parties are now at least parting on better terms.
0:14:00 > 0:14:02OK, excellent.
0:14:02 > 0:14:05Hopefully in the next couple of weeks it should be sorted out for you.
0:14:05 > 0:14:06Mm-hmm.
0:14:06 > 0:14:09Having spoken to the landlord, we'll be monitoring the situation.
0:14:09 > 0:14:11So we'll be phoning him and the tenant
0:14:11 > 0:14:14just to make sure that he gets those issues sorted out,
0:14:14 > 0:14:17and obviously, gets the property back to how it should be.
0:14:19 > 0:14:23Find out what happens later when I try to put my mediation skills
0:14:23 > 0:14:24to the test.
0:14:24 > 0:14:29Here you have a tenant letting you know about things as they come up.
0:14:29 > 0:14:30It's marvellous.
0:14:35 > 0:14:38It's been estimated that around one third of the private rented homes
0:14:38 > 0:14:42in the UK in Britain fail to meet the Decent Home Standard,
0:14:42 > 0:14:47that's the basic standard applied to all council houses.
0:14:47 > 0:14:50But I've also discovered though, that one man's hovel
0:14:50 > 0:14:52can be another man's haven,
0:14:52 > 0:14:56and that can make for a very difficult case indeed.
0:14:58 > 0:15:00At Sandwell Council, west of Birmingham,
0:15:00 > 0:15:03the housing team are working to keep up the standards
0:15:03 > 0:15:07of the 15,000 private rentals in their borough.
0:15:07 > 0:15:10The job is predominantly regulatory work.
0:15:10 > 0:15:13Everything from people who don't have a bathroom or kitchen
0:15:13 > 0:15:20within the vicinity, to hoarders, all sorts of things.
0:15:20 > 0:15:23You've got to be open minded in this sort of work.
0:15:23 > 0:15:27Housing Officer Richard Hampton is working on a difficult case.
0:15:27 > 0:15:29A Prohibition Order has been served on a house,
0:15:29 > 0:15:31meaning it's uninhabitable.
0:15:31 > 0:15:33- Hello, Carl.- Hello. - How are you mate?
0:15:33 > 0:15:34I'm all right thanks, you want to come in?
0:15:34 > 0:15:37But, despite being rehoused, the former tenant,
0:15:37 > 0:15:40Carl Willis is finding it hard to pack up and leave
0:15:40 > 0:15:42his childhood home.
0:15:42 > 0:15:45It's a part of me what's gone. It's a part of me that's leaving.
0:15:45 > 0:15:47I still remember the day we moved in there,
0:15:47 > 0:15:49I can see it in me mind's eye.
0:15:51 > 0:15:53As I said, I was a child then, a small child.
0:15:53 > 0:15:55I can...
0:15:55 > 0:15:57Silly as it sounds, I still remember it.
0:16:00 > 0:16:04Despite not being able to live there, Carl's still paying rent.
0:16:06 > 0:16:09Not only does this house hold a lifetime of memories,
0:16:09 > 0:16:11but also Carl's extraordinary collection
0:16:11 > 0:16:14of sci-fi nostalgia, spanning decades.
0:16:14 > 0:16:18Oh, sci-fi. Anything sci-fi, really. Sci-fi.
0:16:18 > 0:16:20Especially the programmes, the old programmes and that.
0:16:20 > 0:16:24Yeah, I started collecting them when I was in my teens.
0:16:24 > 0:16:27I like my Babylon 5, Stargate, Farscape.
0:16:27 > 0:16:30Most of all, Carl's a Trekkie.
0:16:30 > 0:16:32You name it, I've got it, really.
0:16:32 > 0:16:38Every episode on video or DVD, figurines, calendars, novels,
0:16:38 > 0:16:42technical manuals, blueprints, uniforms, model kits.
0:16:42 > 0:16:45That's what I've got to make up, the USS Voyager,
0:16:45 > 0:16:50from the TV series. I've got to do it when I get settled in.
0:16:50 > 0:16:53Start doing it. It lights up - fibre optics.
0:16:53 > 0:16:55Anything, really, like that, I'm interested in.
0:16:56 > 0:16:59Some of it must be 40 years old now.
0:16:59 > 0:17:01First editions, you can't get them no more.
0:17:01 > 0:17:03They'll have to build a bigger coffin to put it in with me
0:17:03 > 0:17:07cos I can't give it away, I'm too attached to it.
0:17:07 > 0:17:09I'm too attached. I can't get rid of it.
0:17:11 > 0:17:14Carl's whole life is connected to this house,
0:17:14 > 0:17:17but while he and his belongings remain, the crucial repairs
0:17:17 > 0:17:19to the property can't begin.
0:17:19 > 0:17:22Richard will have to handle this case very sensitively.
0:17:22 > 0:17:25Well, you have to look after the tenants cos,
0:17:25 > 0:17:27especially when they're in...
0:17:27 > 0:17:29in the kind of situation that they're in here...
0:17:29 > 0:17:33Erm, Carl doesn't seem too have a lot of help from anyone else
0:17:33 > 0:17:37or didn't have any help from anyone else until I became involved
0:17:37 > 0:17:41and made referrals to other agencies who are now looking after him.
0:17:41 > 0:17:43Ultimately it's about, you know,
0:17:43 > 0:17:46it's not just about the property being brought back into use,
0:17:46 > 0:17:49it's about the health and wellbeing of the people in the borough.
0:17:49 > 0:17:53Firstly, Richard needs to find out if Carl's made any progress.
0:17:53 > 0:17:56What I really need to do is have a look around the property. I wouldn't
0:17:56 > 0:17:59have thought it was worse than any more than it has, er...
0:17:59 > 0:18:01- seven or eight months ago. - No.
0:18:01 > 0:18:03But if we can take a walk through.
0:18:03 > 0:18:05Yes. Excuse the mess, I'm trying to get...
0:18:05 > 0:18:08- It's all right, mate. Don't worry. - I'm chucking it all out now.
0:18:08 > 0:18:12I'm getting it all ready, packed up now, sorting it all out.
0:18:12 > 0:18:15- We OK to go and take a look upstairs? - Yes, come on, then.
0:18:15 > 0:18:20Since his parents died 15 years ago, Carl's been living here alone
0:18:20 > 0:18:23and the house has fallen into a terrible state.
0:18:23 > 0:18:25When I first came in here I was quite shocked.
0:18:25 > 0:18:28I was surprised that Carl had been able to actually function
0:18:28 > 0:18:32within the property. Not being able to have any washing
0:18:32 > 0:18:36or toiletry facilities or cooking facilities.
0:18:36 > 0:18:39He seems to be a very resilient man
0:18:39 > 0:18:45who's been able to look after himself in what is a poor-quality house.
0:18:45 > 0:18:49It's a bit of a mess and falling apart.
0:18:49 > 0:18:51Yeah, just became too much.
0:18:54 > 0:18:58Years of neglect mean that the house now has eight category one hazards.
0:18:58 > 0:19:00Hazards that are deemed a threat to life.
0:19:03 > 0:19:05The landlord, he...
0:19:06 > 0:19:08I've been able to engage with him.
0:19:08 > 0:19:12He's come to the property, he's met me here, he's willing to do
0:19:12 > 0:19:15the work to put it right, but his builder's not prepared to do the work
0:19:15 > 0:19:19while the occupant is in situ, due to health and safety reasons.
0:19:19 > 0:19:23It's been over a month since the Prohibition Order was served,
0:19:23 > 0:19:25and Carl was re-homed in a council house.
0:19:25 > 0:19:28Richard needs to get him packing.
0:19:28 > 0:19:32OK, mate. We've still got a lot of stuff to move, haven't we?
0:19:32 > 0:19:36Yes, that's why I've got some boxes. Well, going to get some boxes.
0:19:37 > 0:19:39All right, OK.
0:19:39 > 0:19:41We could really do with getting moving on it, Carl,
0:19:41 > 0:19:44- cos you've got tonnes of stuff. - Yeah, yeah.
0:19:44 > 0:19:47With this room barely touched, things aren't looking promising
0:19:47 > 0:19:48for the move.
0:19:48 > 0:19:50How are you getting on at the new place?
0:19:50 > 0:19:52Have you actually moved anything in there yet?
0:19:52 > 0:19:55Yes, I've moved bits in there, yes. I've been moving bits in, yes.
0:19:55 > 0:19:58I have, yes. Cos I can walk 'em down, see, it ain't far.
0:19:58 > 0:20:00That's what I'm doing, I'm just walking
0:20:00 > 0:20:02down bits at a time, walking it down.
0:20:02 > 0:20:04Save carrying it all down, just put it in a big box
0:20:04 > 0:20:07and take it down with me, not heavy stuff.
0:20:07 > 0:20:09OK. OK, good enough.
0:20:10 > 0:20:13- If you can keep in touch with me... - OK, yes.- ..cos I keep ringing you.
0:20:13 > 0:20:17Me phone's playing up, I have to get a new one.
0:20:17 > 0:20:20I don't want to set any time scales, cos I don't want to put you
0:20:20 > 0:20:23under any undue pressure, but we really need to start
0:20:23 > 0:20:26- looking in the next couple of weeks to get all this stuff moved.- Yes.
0:20:26 > 0:20:29The lack of progress is ringing alarm bells for Richard.
0:20:29 > 0:20:32- You keeping all right yourself? - Yeah, yes, I'm all right, yes.
0:20:32 > 0:20:37- OK. You're not sleeping here, are you?- No, no.
0:20:37 > 0:20:39Please don't, cos if you do then you're breaking
0:20:39 > 0:20:41- the prohibition order. - That's it, I know, yes.
0:20:41 > 0:20:43- All right. OK.- Thank you.
0:20:43 > 0:20:46Carl knows he needs to leave this house eventually.
0:20:46 > 0:20:49I've got a little flat up the road. It's only down the road,
0:20:49 > 0:20:51so I can carry most of my stuff down to it.
0:20:51 > 0:20:54It's only down the road, 10-15 minutes' walk.
0:20:54 > 0:20:56Yeah.
0:20:56 > 0:20:57It'll be better for me, I think.
0:20:57 > 0:21:01It'll be a lot better, now I'm getting on now, so.
0:21:03 > 0:21:07But letting go of his old family home is a giant leap for Carl,
0:21:07 > 0:21:10and his possessions are going nowhere fast.
0:21:10 > 0:21:12Just take one step at a time, that's all.
0:21:12 > 0:21:15Live for today and let tomorrow take care of itself,
0:21:15 > 0:21:17that's what I say.
0:21:17 > 0:21:20Because you could drop down dead today.
0:21:20 > 0:21:21I'm glad to see you're doing all right,
0:21:21 > 0:21:25and we know that you've got your new place, but we really do,
0:21:25 > 0:21:28I can't emphasise it enough, just need to get a move on.
0:21:28 > 0:21:30As you can see, I'm starting to.
0:21:30 > 0:21:33- OK, all right, Carl. - Thank you for coming.
0:21:33 > 0:21:36- I'll be in touch again soon. - OK, great, thank you.- Cheers, now.
0:21:36 > 0:21:39For Richard, the visit's been frustrating.
0:21:39 > 0:21:42I was hoping that he'd have cleared more of his belongings
0:21:42 > 0:21:43in the property, to be honest.
0:21:43 > 0:21:46Obviously, ideal scenario is that he moves out,
0:21:46 > 0:21:51gets settled in his new place and we get this one brought back into use.
0:21:51 > 0:21:53If Carl doesn't get out soon,
0:21:53 > 0:21:56Richard may be forced into a legal process which would oblige Carl
0:21:56 > 0:22:00to leave, something Richard really, really wants to avoid.
0:22:01 > 0:22:04Coming up, Richard discovers that Carl is indeed still
0:22:04 > 0:22:07sleeping in the building he calls home.
0:22:07 > 0:22:09I'm sleeping at home at the moment.
0:22:09 > 0:22:10I'm not allowed, really.
0:22:10 > 0:22:13I just lie on the settee at the moment, that's all.
0:22:13 > 0:22:17And he goes beyond the call of duty to help him get packing.
0:22:17 > 0:22:18We can take these down.
0:22:18 > 0:22:20If you can for me, yes.
0:22:26 > 0:22:30Earlier, I met Christine and Dave Lucas, who, along with six of their
0:22:30 > 0:22:3316 children, were facing eviction.
0:22:33 > 0:22:36Despite being one of the Britain's largest families,
0:22:36 > 0:22:38they've always managed to support themselves,
0:22:38 > 0:22:42until Dave's ill health has changed all of that.
0:22:42 > 0:22:45That's the best one, though, innit?
0:22:45 > 0:22:47Yeah. You fell asleep on that bench, didn't you?
0:22:47 > 0:22:49Fell asleep on that, yeah.
0:22:49 > 0:22:52Dave has a degenerative brain disorder.
0:22:52 > 0:22:55His condition has deteriorated to the point where he can't work
0:22:55 > 0:22:58and keep up the rental payments on his home.
0:22:58 > 0:23:00We've got about six weeks to move out.
0:23:00 > 0:23:03I sorted it all out the last time we moved.
0:23:03 > 0:23:04But now we've got to do it all again.
0:23:04 > 0:23:06- They are good tenants. - Absolutely.
0:23:06 > 0:23:09And yet they're here on the end, through no fault of their own,
0:23:09 > 0:23:12of an eviction that looks like it's going to go through.
0:23:12 > 0:23:15Well, yeah, that will go through eventually.
0:23:15 > 0:23:16Thankfully, our assessment
0:23:16 > 0:23:20saw the family officially recognised as homeless by the council,
0:23:20 > 0:23:24helping make the Lucases a priority for re-housing.
0:23:24 > 0:23:26Let's try and limit the damage that it causes
0:23:26 > 0:23:28and we can look at other options,
0:23:28 > 0:23:30like temporary accommodation for the family.
0:23:32 > 0:23:36It's now just two weeks later and I'm happy to report
0:23:36 > 0:23:38housing officer Phil Gough has some promising news
0:23:38 > 0:23:40for Christine and Dave.
0:23:40 > 0:23:42Room three.
0:23:42 > 0:23:45What we are going to do, there's a colleague of mine called Sylvia,
0:23:45 > 0:23:47she looks after temporary accommodation for us.
0:23:47 > 0:23:50She is going to have a look at a new place which will be suitable,
0:23:50 > 0:23:51big enough for you guys.
0:23:51 > 0:23:54And we're looking hopefully to get you all signed up
0:23:54 > 0:23:56and moved in on Friday.
0:23:56 > 0:23:59- Friday.- So in two days' time. - Right.
0:23:59 > 0:24:00Thank you.
0:24:00 > 0:24:02So, yeah, it's all looking good.
0:24:02 > 0:24:04- Yeah, it's all happened all at once. - Yeah, yeah.
0:24:04 > 0:24:07And it's literally around the corner from where you live at the moment,
0:24:07 > 0:24:11which is even better. Don't even need a removal van, you can walk round(!)
0:24:11 > 0:24:13It's close by, so it's in the same area for the schools
0:24:13 > 0:24:15- and everything else. - Thanks a lot.
0:24:15 > 0:24:18- Lovely. Nice to see you again. - OK, see you.
0:24:18 > 0:24:19See you later on.
0:24:19 > 0:24:22I'm really impressed that the housing team were able to move
0:24:22 > 0:24:23so quickly in this case.
0:24:23 > 0:24:26It's not yet the council house they're hoping for,
0:24:26 > 0:24:30but finding this temporary home is still a huge relief.
0:24:30 > 0:24:32They've got a nice secure place to live for the time being.
0:24:32 > 0:24:35to make it their home, the rent's going to be at a decent level.
0:24:35 > 0:24:37We're helping with the housing benefit claims
0:24:37 > 0:24:39and everything else, and they can settle there while
0:24:39 > 0:24:41they're waiting for something a bit better.
0:24:41 > 0:24:45I was quite surprised, it's happened really quickly.
0:24:45 > 0:24:46I don't know what to do, do I?
0:24:46 > 0:24:48- You don't know what to do. We'll be all right.- Yeah.
0:24:48 > 0:24:52I'm glad we got somewhere, cos it was a worry and that, you know,
0:24:52 > 0:24:55that we might not have somewhere, anywhere left to go.
0:24:55 > 0:24:57Normally in our job, we get a lot of confrontation
0:24:57 > 0:24:59and we have to deliver bad news to people sometimes.
0:24:59 > 0:25:03But it does make a nice pleasant change when you can help someone out
0:25:03 > 0:25:09who is in desperate need of housing assistance, and, yeah, it is good.
0:25:18 > 0:25:21It's the job of housing officers up and down the UK
0:25:21 > 0:25:24to defend your right to a decent place to live.
0:25:24 > 0:25:27- You're not sleeping here, are you? - Oh, no, no, no.
0:25:27 > 0:25:29In this series,
0:25:29 > 0:25:32I'm working alongside the men and women who do just that.
0:25:32 > 0:25:35It's just room after room of devastation.
0:25:35 > 0:25:36Every room that you go in.
0:25:36 > 0:25:39To earn my stripes, I'm hitting the streets.
0:25:39 > 0:25:40I'm learning on the job.
0:25:40 > 0:25:43That's just soaking up all the water and bringing it into the house.
0:25:43 > 0:25:46To find out what it takes to make sure your house
0:25:46 > 0:25:48is fit to be called a home.
0:25:48 > 0:25:49People here are at risk.
0:25:49 > 0:25:51I am not happy about this property.
0:25:51 > 0:25:54The tenant's still in here and she's still paying her rent.
0:25:54 > 0:25:55We just wanted this stuff to be fixed
0:25:55 > 0:25:57so we could carry on living here.
0:26:01 > 0:26:03Next, we're heading back to Broadstairs, in Kent,
0:26:03 > 0:26:07where, earlier, housing officer Andy Emmerson attempted to resolve
0:26:07 > 0:26:10a bitter feud between tenant and landlord.
0:26:10 > 0:26:13When we arrived here, the shower was already leaking.
0:26:13 > 0:26:14If we go into the details that it was
0:26:14 > 0:26:17- caused by you or your sons yourself...- That's not true at all.
0:26:17 > 0:26:19Well, how do we know?
0:26:19 > 0:26:21Rebecca Thomas and landlord Philip Ashley
0:26:21 > 0:26:23have been fighting over repairs to this property
0:26:23 > 0:26:26for more than five years.
0:26:26 > 0:26:27Have you checked these bulbs?
0:26:27 > 0:26:29Yes, you had them out yourself.
0:26:29 > 0:26:31Yeah, but it worked when I did it.
0:26:31 > 0:26:35Despite responsibility for the work being hotly disputed,
0:26:35 > 0:26:39Andy left with the landlord pledging to fix the worst of the problems.
0:26:39 > 0:26:41Finish the tiling, look at the lights.
0:26:41 > 0:26:44OK, excellent.
0:26:44 > 0:26:45It's three weeks later,
0:26:45 > 0:26:49and this time I'm joining Andy for a masterclass in mediation.
0:26:52 > 0:26:56We're back to find out if Mr Ashley has kept his promise,
0:26:56 > 0:26:59and whether tenant Rebecca is happy with the work.
0:27:00 > 0:27:02- Hello. - Hi, Mrs Thomas. We're back.
0:27:02 > 0:27:05First on the checklist - the bothersome bathroom.
0:27:05 > 0:27:08Mrs Thomas, you'll have to take me through it, I'm afraid,
0:27:08 > 0:27:09cos I am a bit new to this.
0:27:09 > 0:27:12I'm afraid it's still leaking a little bit.
0:27:12 > 0:27:14- It was coming from the door. - OK.
0:27:14 > 0:27:16The seal was no good whatsoever.
0:27:16 > 0:27:19So Mr Ashley has carried out works here?
0:27:19 > 0:27:20Yes.
0:27:20 > 0:27:23OK, can we say we are happy with this situation now?
0:27:23 > 0:27:25Of course, you see, if you look at the wall here,
0:27:25 > 0:27:28this is all covered up now so it should be safe,
0:27:28 > 0:27:31but this was absolutely... Well, you can see,
0:27:31 > 0:27:34was absolutely peeling off and soaking wet.
0:27:34 > 0:27:36There doesn't appear to be any signs of damp there...
0:27:36 > 0:27:39- At the moment. - ..from what I can tell.
0:27:39 > 0:27:41I don't want to make light of it in any way
0:27:41 > 0:27:45but it seems to be largely resolved, so that is a good thing.
0:27:45 > 0:27:48- Yes, definitely. - I am looking at the positives here.
0:27:48 > 0:27:49Of course.
0:27:49 > 0:27:52OK, I think that means she's happy with the shower.
0:27:52 > 0:27:57Although the repairs to the floor could be a sticking point.
0:27:57 > 0:28:02I can't open the cupboard. It's raised here.
0:28:02 > 0:28:06No-one's going to hurt themselves or anything like that, so that's...
0:28:06 > 0:28:08- So this bit's good. - Yes.
0:28:08 > 0:28:09- This bit's good? - Yes.
0:28:09 > 0:28:12- And you're happy with the way they are now?- Yes, yes.
0:28:12 > 0:28:15- Brilliant!- It is OK as long as we don't get any more damp
0:28:15 > 0:28:16running through.
0:28:16 > 0:28:20Right, that's the bathroom signed off - just about.
0:28:20 > 0:28:23Outside, the leaking guttering also seems to be in hand.
0:28:23 > 0:28:27That's fantastic. We're ticking these things off really quickly.
0:28:27 > 0:28:31Let's see how we get on with the last problem on the checklist.
0:28:31 > 0:28:33Deficient lighting in the kitchen.
0:28:33 > 0:28:36He's got that working now.
0:28:36 > 0:28:41The four lights at the front are working, the back ones don't.
0:28:41 > 0:28:46On the outside holder of the lamp, it says 20 watts maximum
0:28:46 > 0:28:49and there'd been 50 watt bulbs put in there.
0:28:49 > 0:28:51The result, the fittings were melted,
0:28:51 > 0:28:56so what I've done now, I've replaced them with 230 volt AC lamps.
0:28:56 > 0:28:59We have actually got to a place now where the lighting in your kitchen,
0:28:59 > 0:29:01you're happy with?
0:29:01 > 0:29:04I've got the ones this side working, the back ones don't.
0:29:04 > 0:29:06But I can manage.
0:29:08 > 0:29:11OK, so we've been through this list.
0:29:11 > 0:29:13Are you now happy, Mrs Thomas?
0:29:13 > 0:29:16Yes. One thing he needs to look at for himself
0:29:16 > 0:29:19is there's been a bit of leakage occasionally in the garage.
0:29:19 > 0:29:22I have mentioned this, but it's nothing serious, it's a few spots
0:29:22 > 0:29:24but it is something that he might like to look at
0:29:24 > 0:29:27in the interests of protecting the value of his property.
0:29:27 > 0:29:29This is a really good point here.
0:29:29 > 0:29:32I'm sure Mr Ashley would like to know about these things...
0:29:32 > 0:29:34- I've told him. - ..as they come up.
0:29:34 > 0:29:40Mr Ashley, here you have a tenant who is regularly paying her rent,
0:29:40 > 0:29:43letting you know about things as they come up
0:29:43 > 0:29:46so you can act on them to protect your investments.
0:29:46 > 0:29:48It's marvellous(!)
0:29:48 > 0:29:52Yes, laughter to one side, it is still our task to make sure
0:29:52 > 0:29:53the issues have been sorted.
0:29:57 > 0:30:02Well...it feels like one of those cases where, you just have to
0:30:02 > 0:30:06- do your job and then let everything else take its course?- Yeah.
0:30:06 > 0:30:09You end up swaying with the last person that you've spoken to.
0:30:09 > 0:30:12That's the danger, you know, you can't get emotionally involved,
0:30:12 > 0:30:14you have to do what you can, which is make sure the repairs
0:30:14 > 0:30:18have been done, and then let everything else take its course.
0:30:23 > 0:30:26In Clacton, in Essex, in early months of 2014,
0:30:26 > 0:30:29a quiet residential area became a disaster zone.
0:30:30 > 0:30:35The early indications are that this was some form of gas leak.
0:30:35 > 0:30:39Among the neat rows of houses, an ugly gash torn in seconds
0:30:39 > 0:30:42as residents headed for work and the school run.
0:30:42 > 0:30:44An explosion so violent
0:30:44 > 0:30:50that it reduced two homes to rubble and damaged dozens more.
0:30:50 > 0:30:55It sounded like a bomb going off, an earthquake underneath you.
0:30:55 > 0:30:58Windows shook, doors came open, debris came in.
0:31:00 > 0:31:04Only minutes before the explosion, Michelle Nevitt, who lives nearby,
0:31:04 > 0:31:08had taken her two daughters to school.
0:31:08 > 0:31:12I had a phone call from a friend asking me if I was OK,
0:31:12 > 0:31:14and I'm like, "Yeah, of course I'm OK,"
0:31:14 > 0:31:16and then she said about smoke and that coming,
0:31:16 > 0:31:18and I said, "I'm on the school run,"
0:31:18 > 0:31:21and then she goes, "There's been a gas explosion."
0:31:21 > 0:31:25Returning home, Michelle didn't know what she'd find.
0:31:25 > 0:31:28At first, I thought it was my house,
0:31:28 > 0:31:32and it weren't till I got a bit closer that I could see it wasn't.
0:31:32 > 0:31:34Obviously I didn't know the extent of the damage.
0:31:34 > 0:31:38I turned up here and there was just no house, it was completely gone.
0:31:38 > 0:31:40It was lucky, really, the time of day.
0:31:40 > 0:31:42If it had been another ten minutes later,
0:31:42 > 0:31:44there would have been a load of kids out the front.
0:31:44 > 0:31:48Incredibly, although only three doors down, Michelle's house was
0:31:48 > 0:31:51spared the full blast and amazingly, no-one was killed.
0:31:51 > 0:31:56However, the explosion did cause some significant structural damage.
0:31:56 > 0:31:59The landlord's insurers have been slow to respond,
0:31:59 > 0:32:01and Michelle needs to get the house fixed.
0:32:01 > 0:32:03She's called in Tendring housing officers
0:32:03 > 0:32:07Grant and Rob to check whether the property is safe to live in.
0:32:08 > 0:32:10Here she comes.
0:32:10 > 0:32:13- Hello. - Hello, Michelle.- Hello.
0:32:13 > 0:32:14From Tendring District Council.
0:32:14 > 0:32:19And top of Michelle's list of concerns is the state of her doors.
0:32:19 > 0:32:24The gas explosion caused the doors... They blew apart.
0:32:24 > 0:32:30It blew off the hinges, so I have to put a pole up to the ceiling
0:32:30 > 0:32:33so no-one can actually open my door, because it doesn't lock.
0:32:33 > 0:32:36- So it caused this cracking? - Yeah, and at the bottom there.
0:32:36 > 0:32:39Obviously, it won't open and you can't open it because...
0:32:39 > 0:32:40I can open it but it doesn't lock.
0:32:40 > 0:32:44To get it to go down slightly I have to push it in for it to go down.
0:32:44 > 0:32:46So it is not the most orthodox method?
0:32:46 > 0:32:47No, it's not but it is the best I've got.
0:32:47 > 0:32:50Yeah, you've done a good job there.
0:32:50 > 0:32:55Despite Michelle's best efforts, there's a serious safety issue here.
0:32:55 > 0:32:57Right here, it's cracked as well.
0:32:57 > 0:33:00Yeah, would you say it was quite a bit wobbly as well?
0:33:00 > 0:33:03Well, it was off the bottom there, that was actually off its runner.
0:33:03 > 0:33:06OK, you don't want that falling out with your little ones
0:33:06 > 0:33:08running around, do you?
0:33:08 > 0:33:11It's hardly surprising that with two young children,
0:33:11 > 0:33:13Michelle's feeling vulnerable.
0:33:15 > 0:33:18That's my main concern are the locks on the doors.
0:33:18 > 0:33:21Cos we're scared of intruders.
0:33:21 > 0:33:24You've got the estate behind here as well, haven't you, so,
0:33:24 > 0:33:26you got to take that into consideration.
0:33:26 > 0:33:28There's potential there, isn't there?
0:33:28 > 0:33:30Yeah. A nice set of doors. Shows you how...
0:33:30 > 0:33:31Yeah, they are nearly new.
0:33:31 > 0:33:34Shows you how powerful it must have been.
0:33:34 > 0:33:36Couple of times you hear a noise, and I wake up,
0:33:36 > 0:33:38just quickly check, "Oh, no, I'm all right."
0:33:38 > 0:33:42Because they could get through the gaps.
0:33:42 > 0:33:47Like, pull it open, break in, take all our stuff.
0:33:47 > 0:33:51And that's the thing, I am not covered on contents insurance
0:33:51 > 0:33:52because my house is not secure.
0:33:54 > 0:33:57But the guys soon spot something even more worrying.
0:33:57 > 0:33:59Here you are, Rob.
0:33:59 > 0:34:01There is a bit of movement on that brickwork there.
0:34:01 > 0:34:04- On that corner, look at that. - Yes.
0:34:04 > 0:34:06Did you have structural engineers come and look at all the...
0:34:06 > 0:34:10See, that is another thing. I had a surveyor come round
0:34:10 > 0:34:14four weeks ago and he said about a structural engineer coming round
0:34:14 > 0:34:16and I'm still waiting.
0:34:16 > 0:34:19This is really concerning. Michelle and the girls could be at risk.
0:34:19 > 0:34:23And if movement in the brickwork weren't bad enough,
0:34:23 > 0:34:28the blast has had another unexpected and worrying effect.
0:34:28 > 0:34:31Top of the garage door, it was filled in with asbestos panels,
0:34:31 > 0:34:35and obviously the explosion has just pulled those panels out.
0:34:35 > 0:34:38It has taken out the fluorescent light fitting as you can see here.
0:34:38 > 0:34:40It has made quite a mess, really.
0:34:44 > 0:34:47Asbestos was used widely for things like insulation or
0:34:47 > 0:34:51fireproofing in buildings from the '50s to the mid '80s.
0:34:51 > 0:34:56If asbestos is disturbed or damaged, its fibres become airborne
0:34:56 > 0:34:58and if inhaled they can cause serious lung diseases
0:34:58 > 0:35:02which are responsible for around 4,500 deaths a year.
0:35:02 > 0:35:04It's no wonder Michelle is anxious.
0:35:08 > 0:35:10When they cleared the other houses, they told me
0:35:10 > 0:35:13not to go in my garage cos if they fall down, then
0:35:13 > 0:35:17I lose everything in the garage because of it being asbestos.
0:35:17 > 0:35:21So that does obviously worry me as well.
0:35:21 > 0:35:23With so much to deal with, it's a good job
0:35:23 > 0:35:26Michelle has been able to turn to the council for help.
0:35:26 > 0:35:29I didn't know, obviously being privately rented,
0:35:29 > 0:35:33if the council could intervene or help me in any way,
0:35:33 > 0:35:37but when I went down there, they explained that they could help me.
0:35:37 > 0:35:39Which did make a lot of difference
0:35:39 > 0:35:44and hopefully might get a bit more of a move on.
0:35:44 > 0:35:46Fingers crossed.
0:35:46 > 0:35:49- No, one. - One.
0:35:49 > 0:35:51I get bad luck when I do two.
0:35:53 > 0:35:56What we're going to do is my colleague will write up a report,
0:35:56 > 0:35:59which obviously you'll get a copy, your landlord will get a copy.
0:35:59 > 0:36:01Obviously then she can do what she wants with it.
0:36:01 > 0:36:03We are going to try and work with her as much as we can,
0:36:03 > 0:36:05because we know she is doing the right thing.
0:36:05 > 0:36:07We know you've got to live here, though,
0:36:07 > 0:36:10so we'll try and strike a good balance between the two.
0:36:10 > 0:36:11- We'll get there, hopefully. - Thank you.
0:36:11 > 0:36:14- Now we are involved, it should be done pretty quick.- Yes.
0:36:15 > 0:36:18Well, the really good news is that since Grant and Rob's visit,
0:36:18 > 0:36:22the insurance company have sent an expert to look at the damage.
0:36:22 > 0:36:25Thankfully, the asbestos was classed as low risk,
0:36:25 > 0:36:28although Michelle's been advised to avoid that area.
0:36:28 > 0:36:31Work on the rest of her home will start very soon.
0:36:36 > 0:36:39What I'm learning from all of the housing officers I'm working with
0:36:39 > 0:36:43is that they're very good at keeping their emotions in check
0:36:43 > 0:36:46and trying to think rationally.
0:36:46 > 0:36:50But they're still human beings and they can see that, sometimes,
0:36:50 > 0:36:55what someone needs more than anything else is a friend.
0:36:55 > 0:36:58Back in the Borough of Sandwell, near Birmingham, tenant
0:36:58 > 0:37:02Carl Willis is still struggling to move out of his childhood home.
0:37:02 > 0:37:05I must have been living here now for about 46 years now.
0:37:05 > 0:37:08I think I'm one of the oldest ones on the road.
0:37:08 > 0:37:11It feels strange I've got to move out after all of these years,
0:37:11 > 0:37:14it's a part of me now, feels a part of me.
0:37:18 > 0:37:21The house is in such a bad condition,
0:37:21 > 0:37:23a prohibition order has been served.
0:37:23 > 0:37:27This means it's uninhabitable. And work to begin the repairs
0:37:27 > 0:37:30can't begin until Carl's packed up and left.
0:37:30 > 0:37:35It's now been eight weeks since Carl was re-homed by the council
0:37:35 > 0:37:37but moving has been a slow process.
0:37:37 > 0:37:39Well, I am getting there, I do it day by day.
0:37:39 > 0:37:43I'll get there. Day after day, I'll do a bit.
0:37:43 > 0:37:45I'm getting there, believe you me. That's all I can do.
0:37:45 > 0:37:48Just walk down, back up, up and down, up and down.
0:37:48 > 0:37:49That's all I can do.
0:37:50 > 0:37:54Housing Officer Richard has had his suspicions that Carl is still
0:37:54 > 0:37:56sleeping in his old home.
0:37:56 > 0:37:58And it seems he was right.
0:37:58 > 0:38:00I didn't think Carl was living at his new property
0:38:00 > 0:38:04because there was no sign of him actually using it to sleep there.
0:38:04 > 0:38:06There wasn't a bed at the property
0:38:06 > 0:38:10and it was quite obvious that he was breaking the prohibition order.
0:38:11 > 0:38:13I am sleeping at home at the moment.
0:38:13 > 0:38:15I am not allowed, really.
0:38:15 > 0:38:18I just lie on the settee at the moment, that's all.
0:38:18 > 0:38:22Carl's also still paying the rent on the old property.
0:38:22 > 0:38:24Richard really needs to get Carl out fast
0:38:24 > 0:38:26but he also has to tread carefully.
0:38:26 > 0:38:29It's a balance because of the emotional attachment that
0:38:29 > 0:38:32Carl has to this property and his obvious reluctance to leave.
0:38:33 > 0:38:36But it's trying not to stress Carl out too much
0:38:36 > 0:38:38because of what he is going through.
0:38:38 > 0:38:40Carl clearly needs some help,
0:38:40 > 0:38:44so Richard has decided to roll his sleeves up and move Carl himself.
0:38:44 > 0:38:47Which is well over and above the call of duty, I reckon.
0:38:47 > 0:38:51- Shall we just have a look and see how you are getting on? - You can do, yes.
0:38:52 > 0:38:53I tried packing me clothes up.
0:38:53 > 0:38:56Oh, good, so all of your models are gone.
0:38:56 > 0:38:57Yes, as you can see, look.
0:38:57 > 0:38:59We are going to have to get your TV and everything,
0:38:59 > 0:39:01Yeah, that's what I'll take down today.
0:39:01 > 0:39:03Are you going to get some curtains sorted out?
0:39:03 > 0:39:06We are going to get some nets and that, yes. Some nets.
0:39:06 > 0:39:08Since Richard's last visit,
0:39:08 > 0:39:11Carl's decent furniture has been moved to his new home
0:39:11 > 0:39:16but, upstairs, much of his enormous sci-fi collection remains.
0:39:16 > 0:39:21Right, OK. We are on a timeline now, aren't we?
0:39:21 > 0:39:25Yeah, well, you can see I'm getting there slowly, bit by bit.
0:39:25 > 0:39:28I was hoping to get a few more boxes boxed up and done
0:39:28 > 0:39:31by this morning.
0:39:31 > 0:39:34Carl may not have cleared the room but it is looking a lot better.
0:39:34 > 0:39:37Richard knows he has to keep pushing him forward.
0:39:37 > 0:39:40I'm learning that, as a housing officer, you need lots
0:39:40 > 0:39:41of different skills,
0:39:41 > 0:39:46but sometimes a bit of kindness and patience will get the job done.
0:39:46 > 0:39:48- We can take these down? - If you can for me, yes.
0:39:48 > 0:39:51- We'll nip down to Asbury now. - Yes, that's it, yeah.
0:39:51 > 0:39:54- And just see how you are getting on. - Oh, yeah. Me bed's come.
0:39:54 > 0:39:56- Oh, brilliant.- Yeah.
0:39:56 > 0:39:59- You put it together? - Yeah, it was a bit of a struggle
0:39:59 > 0:40:01but I managed to do it. Yeah, it is all together now.
0:40:01 > 0:40:03- Got to get some linen for it now. - Good, OK.
0:40:03 > 0:40:05- Well, we are getting there, aren't we?- Yeah.
0:40:05 > 0:40:07This is a real breakthrough.
0:40:07 > 0:40:11Now all he needs to do is take the plunge and spend the night.
0:40:11 > 0:40:14If his new flat isn't occupied soon, the council will see this as
0:40:14 > 0:40:17abandonment and Carl could be on the streets.
0:40:17 > 0:40:21Now that he's started, we want to keep the momentum going, really.
0:40:21 > 0:40:23I'm trying to buy him as much time as possible
0:40:23 > 0:40:26so that he keeps as much of his collection as he can.
0:40:26 > 0:40:27All of his collection, ideally.
0:40:28 > 0:40:31If Carl can move his collection into his new place,
0:40:31 > 0:40:36Richard knows he'll stand more of a chance of making it feel like home.
0:40:36 > 0:40:40Day by day, I'm getting bits... The bulk of it is done now.
0:40:40 > 0:40:44The bulk of it is done now. It's only rubbish up there now.
0:40:44 > 0:40:47I have sent stuff to charity shops, and that's it.
0:40:52 > 0:40:55I can understand Carl's attachment to the home he grew up in,
0:40:55 > 0:40:59but now his new home looks like a much better place for him to live.
0:40:59 > 0:41:01Even he seems to be coming round to the idea.
0:41:07 > 0:41:11Well, I got a sitting room, some storage rooms, me kitchen,
0:41:11 > 0:41:13bathroom and bedroom.
0:41:14 > 0:41:17I'm getting there, I'm just waiting for me carpet
0:41:17 > 0:41:18before I put anything out.
0:41:18 > 0:41:20Just waiting for me carpet to come.
0:41:21 > 0:41:25There's me bed there, I put it together.
0:41:25 > 0:41:27- You can take the cover off.- Yeah, I'll definitely take the cover off,
0:41:27 > 0:41:30but I'm keeping it on for the moment, keep it clean.
0:41:30 > 0:41:33The new home is definitely taking shape and it looks like
0:41:33 > 0:41:36Carl's at last realising that he can take his memories with him.
0:41:38 > 0:41:41That was me late mother's doll, so I can't part with that.
0:41:41 > 0:41:44I just got to wipe, clean it up.
0:41:44 > 0:41:46I bought it, I remember buying it for her.
0:41:46 > 0:41:49I think I was in me 20s, something like that.
0:41:49 > 0:41:5120s, yes.
0:41:51 > 0:41:55I can't part with her, she needs a good brushing,
0:41:55 > 0:41:59but as soon as I have settled in, I'm going to give her a good brush.
0:41:59 > 0:42:01Carl's made really good progress.
0:42:01 > 0:42:02It is tough going,
0:42:02 > 0:42:05but at least now he knows Richard is on his side.
0:42:05 > 0:42:08It's heart-breaking but I've got to press forward,
0:42:08 > 0:42:10I got to carry on and that, so...
0:42:10 > 0:42:15I'm grateful for him. I do appreciate it yes, yes.
0:42:15 > 0:42:16I couldn't do it on me own.
0:42:16 > 0:42:19Richard can only support him for so long,
0:42:19 > 0:42:21but it now seems like Carl's almost ready.
0:42:21 > 0:42:25I think I am starting new now.
0:42:25 > 0:42:28Get it all settled and done and dusted, so that I can sit back
0:42:28 > 0:42:31and relax, start me life again.
0:42:34 > 0:42:38Well, the good news is, nearly a month on, Carl has handed back the
0:42:38 > 0:42:42keys to his former home and work has begun to make good the property.
0:42:42 > 0:42:44- Right, Carl, I'm going to have to get going now.- Yeah.
0:42:44 > 0:42:46I've got to get down there, get my paperwork.
0:42:46 > 0:42:51And with Richard's help, finally settled in his new life.
0:42:54 > 0:42:58That's it for today's show, join me next time on the front line
0:42:58 > 0:43:00with Britain's housing officers.
0:43:13 > 0:43:17Subtitles by Red Bee Media Ltd