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 > 0:00:10For thousands of people across Britain,
0:00:10 > 0:00:13the reality can be more hovel than home.
0:00:13 > 0:00:15The landlord's got concerns.
0:00:15 > 0:00:17He 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 > 0:00:25You can't blame the ills of society on landlords. Know what I mean?
0:00:25 > 0:00:28I'm Matt Alright and I've been training hard,
0:00:28 > 0:00:31ready to join the ranks of these housing enforcers.
0:00:31 > 0:00:33Show me your rat holes.
0:00:33 > 0:00:34Oh, my God, look!
0:00:34 > 0:00:36Tackling problem properties...
0:00:36 > 0:00:39They had to go through a whole winter with it like that.
0:00:39 > 0:00:41There's fresh rat droppings down here.
0:00:41 > 0:00:44Dealing with the consequences of nightmare neighbours.
0:00:44 > 0:00:46- What happened?- Catapult job.
0:00:46 > 0:00:48And 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- You like the big house?- Yes.
0:00:53 > 0:00:55Can you stop filming and leave my house?
0:00:55 > 0:00:57OK, we're being asked to leave.
0:01:02 > 0:01:05Coming up, I come across a shocking case
0:01:05 > 0:01:07of a tenant's antisocial behaviour.
0:01:07 > 0:01:10There was a lot of fighting, a lot of girls screaming.
0:01:10 > 0:01:12There was blood everywhere.
0:01:12 > 0:01:15We had to keep calling the caretaker to come and clear everything up.
0:01:15 > 0:01:18Housing officers Pam, Chrissy and I
0:01:18 > 0:01:20are forced to ask some difficult questions.
0:01:20 > 0:01:23- A two-bedroomed property?- Yes.
0:01:23 > 0:01:24You've got three boys?
0:01:24 > 0:01:26Where does everybody sleep?
0:01:28 > 0:01:31And, a tenant gets a home she could only dream of.
0:01:31 > 0:01:33- This is your bathroom.- No?!
0:01:35 > 0:01:38- You know I'm not going to say no. - I know you're not going to say no!
0:01:38 > 0:01:41- Go away, I'm going to cry.- Oh!
0:01:45 > 0:01:48An Englishman's home may well be his castle.
0:01:48 > 0:01:52But, if that home is owned by somebody else, well,
0:01:52 > 0:01:56you may need to know where to find your local housing officer.
0:01:56 > 0:01:58They are responsible for making sure
0:01:58 > 0:02:01that landlords live up to their duties and obligations.
0:02:01 > 0:02:06Namely, providing somewhere that is safe and decent to live.
0:02:09 > 0:02:11We're travelling to Thanet in Kent,
0:02:11 > 0:02:14where today housing officer Sarah Kelly
0:02:14 > 0:02:16will be putting me through my paces.
0:02:16 > 0:02:19We're visiting Cliftonville, a deprived area of Margate,
0:02:19 > 0:02:22and one of the council's housing hotspots.
0:02:24 > 0:02:28So, why is Cliftonville in the shape that it's in right now?
0:02:28 > 0:02:33There's big, old buildings that were bed and breakfasts and hotels,
0:02:33 > 0:02:38and then tourism declined with cheap flights abroad and stuff,
0:02:38 > 0:02:42and then they all got converted into one bedroomed flats,
0:02:42 > 0:02:43two bedroomed flats,
0:02:43 > 0:02:47which attracted a certain type of tenant or person.
0:02:47 > 0:02:50It's just sort of declined from there.
0:02:52 > 0:02:54British seaside towns certainly aren't what they were
0:02:54 > 0:02:56in their heyday of the 1950s.
0:02:56 > 0:03:00Since the rise in cheap holidays abroad, our coastal communities
0:03:00 > 0:03:03now account for some of the most deprived areas in Britain.
0:03:03 > 0:03:07In fact, figures show the top five bankruptcy hotspots
0:03:07 > 0:03:10in the UK are all seaside towns.
0:03:10 > 0:03:13With little or no industry other than tourism,
0:03:13 > 0:03:15these towns have high unemployment.
0:03:15 > 0:03:17In a recent survey,
0:03:17 > 0:03:21Margate was seventh in the top 10 of our most deprived seaside resorts.
0:03:21 > 0:03:24According to Sarah, the house we're visiting
0:03:24 > 0:03:28is a prime example of the problems the council face in the area,
0:03:28 > 0:03:33and has witnessed some extreme examples of tenant bad behaviour.
0:03:33 > 0:03:36Recently, one moved out and completely ripped out
0:03:36 > 0:03:38all the bathrooms and stuff,
0:03:38 > 0:03:40the toilet, and flooded the whole building.
0:03:40 > 0:03:43So now we're working on drying that building out,
0:03:43 > 0:03:48and it takes months, with the amount of water that's gone through it.
0:03:48 > 0:03:50To complicate matters,
0:03:50 > 0:03:53the 18 bedsits in the house we're visiting are looked after
0:03:53 > 0:03:57by several different landlords. We need to try and inspect them all.
0:03:57 > 0:04:01I believe there's four freeholders who struggle to communicate.
0:04:01 > 0:04:03It's a difficult thing
0:04:03 > 0:04:08- because you need all four approvals before work can be done.- Yeah.
0:04:08 > 0:04:10With its history of antisocial behaviour,
0:04:10 > 0:04:14a visit to Cliftonville is treated with caution by the council.
0:04:14 > 0:04:17Sarah and I have been joined at the house
0:04:17 > 0:04:20by fellow housing officer Andy Emerson.
0:04:20 > 0:04:22We've got a policy where two officers always come out
0:04:22 > 0:04:26to properties within this area, just for the security issues.
0:04:26 > 0:04:30- Yes. In this case, two and a half. - Yes.
0:04:30 > 0:04:34First on our check list, the basement flat of Olly Charman,
0:04:34 > 0:04:37which has suffered serious problems that he blames on a neighbour.
0:04:37 > 0:04:42Upstairs they broke the toilet, and continued to BLEEP.
0:04:42 > 0:04:44Excuse my French.
0:04:44 > 0:04:46Continued to use it.
0:04:46 > 0:04:51So along that back wall, I had urine running down the wall for weeks.
0:04:51 > 0:04:54- Right.- The bathroom ceiling was bowed.
0:04:54 > 0:04:59There were flies in there one day because of the damp.
0:04:59 > 0:05:01- Different landlords.- Yes.
0:05:01 > 0:05:05The landlord up there didn't even know that anyone lived down here.
0:05:05 > 0:05:06Right.
0:05:07 > 0:05:11It's clear that Sarah's got her work cut out, dealing with this
0:05:11 > 0:05:15kind of property, but I'm quickly learning that, as a housing officer,
0:05:15 > 0:05:19one of the first weapons you want in your armoury is perseverance.
0:05:19 > 0:05:24- You've got a new boiler. They've sorted out the fire detection.- Yes.
0:05:24 > 0:05:27So they've partly complied, but the rest they haven't,
0:05:27 > 0:05:30so what I'll do now is give them a firm 14 days,
0:05:30 > 0:05:32so as of tomorrow, a firm 14 days,
0:05:32 > 0:05:34and if it's not complied with by then,
0:05:34 > 0:05:38then it will go to prosecution from there.
0:05:38 > 0:05:39Right, OK.
0:05:39 > 0:05:43Not all the problems in this block are down to the landlords.
0:05:43 > 0:05:47Dave Hayden, the owner of several different apartment upstairs,
0:05:47 > 0:05:50is keen to set us straight on that point.
0:05:51 > 0:05:55You've had a few difficult tenants before, haven't you?
0:05:55 > 0:05:57You had the toilet ripped out and it flooded.
0:05:57 > 0:06:01Yes, they even kicked the bath in - I mean, how do you do that?
0:06:01 > 0:06:05We've had places trashed. Three times in one year.
0:06:05 > 0:06:07You're talking 5K.
0:06:07 > 0:06:10You're only getting 4K per year per unit.
0:06:10 > 0:06:15So you could spend £15,000 putting it back in order...
0:06:15 > 0:06:18For £4,000 income. And that's if you get it.
0:06:18 > 0:06:20That's if you get the rent.
0:06:20 > 0:06:26Your guys won't even go to some of the places without police backup.
0:06:26 > 0:06:31But we're expected to collect our rent, you know.
0:06:31 > 0:06:33It's nice to hear your side. Thanks very much.
0:06:33 > 0:06:36I don't like the sound of it, I will be honest.
0:06:36 > 0:06:40I will say, most of the people in Margate we've got are fantastic.
0:06:42 > 0:06:45It's obvious that Dave has dealt with a fair share of rowdy
0:06:45 > 0:06:49residents, but he is also keen for us to meet Sue Phillips,
0:06:49 > 0:06:53who has her own unique philosophy about how the area should be run.
0:06:53 > 0:06:58Look after your tenants that look after you.
0:06:58 > 0:07:00The ones who pay their rent.
0:07:00 > 0:07:03You know, and tell you when things are going wrong.
0:07:03 > 0:07:07Look after them, get rid of the BLEEP.
0:07:07 > 0:07:09Have nice people.
0:07:09 > 0:07:12- Older people. - If you can find enough nice people.
0:07:12 > 0:07:16I am 63, and I just want to be settled.
0:07:17 > 0:07:19All I want is a nice place to live,
0:07:19 > 0:07:21roof over my head,
0:07:21 > 0:07:23nice, warm and cosy.
0:07:23 > 0:07:24What else do I want now?
0:07:24 > 0:07:27This is a typical property for this area.
0:07:27 > 0:07:31Pretty much all of them have been subdivided to this kind of level,
0:07:31 > 0:07:36so the only way to stop it is to stop planning permission
0:07:36 > 0:07:39being granted, which we have done, for big conversions,
0:07:39 > 0:07:41subdividing it into small levels of accommodation,
0:07:41 > 0:07:46trying to get landlords to, if they want to do something different,
0:07:46 > 0:07:51say all right, get rid of your six flats, make two nice maisonettes.
0:07:51 > 0:07:55You will attract a different type of person to come in there,
0:07:55 > 0:07:58if you're in the right location, which we are.
0:07:58 > 0:08:01You'll get someone who will come in and pay more money,
0:08:01 > 0:08:02and look after the property better.
0:08:04 > 0:08:07It's sad to see so many of our British seaside towns
0:08:07 > 0:08:09in such a state.
0:08:09 > 0:08:13They've been a big part of our history and many of our childhoods.
0:08:13 > 0:08:17Housing officers are trying to ensure that they provide
0:08:17 > 0:08:21a really good home for somebody right now, and for the future.
0:08:28 > 0:08:32Next, we're heading to the town of St Helens in the north west
0:08:32 > 0:08:36to hook up with housing officers Pam Coppock and Chrissy Nevitt.
0:08:36 > 0:08:40They're responding to a report from a St Helen's police woman
0:08:40 > 0:08:44that a local resident may be living in hazardous circumstances
0:08:44 > 0:08:47and her investigation has rung alarm bells for the team.
0:08:47 > 0:08:51She'd been in the area and noticed that the property
0:08:51 > 0:08:55looked very run down and very overgrown with plants at the front.
0:08:55 > 0:08:59She discovered that he was spending a lot of time
0:08:59 > 0:09:02in the house by himself and perhaps not in too good conditions.
0:09:04 > 0:09:08With little to go on, apart from the building's untidy exterior,
0:09:08 > 0:09:11Pam and Chrissy have to be prepared for anything.
0:09:12 > 0:09:14This should be very interesting.
0:09:14 > 0:09:17It's one of those that come up every now and then,
0:09:17 > 0:09:21which we find has quite a lot of ongoing issues with it.
0:09:21 > 0:09:22Hopefully we'll get in.
0:09:25 > 0:09:27- Hello, Mr Shaw?- Yup.
0:09:27 > 0:09:31- Hi, Pam Coppock. I sent you a letter about the visit.- I got it yesterday.
0:09:31 > 0:09:34- Is it all right to come in and have a chat with you?- Yes.
0:09:34 > 0:09:38Thank you very much. We'll do a quick inspection of the house.
0:09:38 > 0:09:40Anything we identify as causing you a problem,
0:09:40 > 0:09:42that might give you a hazard,
0:09:42 > 0:09:46your safety, your welfare, we will get in touch with your landlord
0:09:46 > 0:09:50- and ask for that to be repaired or remediated.- Yup.
0:09:50 > 0:09:53It's a bit different with you because I know it's your ex-wife.
0:09:53 > 0:09:57- Yes, so she doesn't...- She just lets you carry on.- Yes.- OK.
0:09:58 > 0:10:02It's an unusual situation to say the least.
0:10:02 > 0:10:04Tenant Graham Shaw is living in a house
0:10:04 > 0:10:06with his ex-wife for a landlord,
0:10:06 > 0:10:10making circumstances more delicate for Chrissy and Pam to deal with.
0:10:11 > 0:10:14- Oh.- Knock it with your knee.
0:10:14 > 0:10:16OK!
0:10:16 > 0:10:17It does stick.
0:10:17 > 0:10:21I think it's just catching on the thingy there.
0:10:21 > 0:10:24Right, OK. We will get that eased.
0:10:24 > 0:10:28The other thing, because you've got an open staircase
0:10:28 > 0:10:30in the kitchen, if anything is going to catch fire,
0:10:30 > 0:10:34that will catch fire and it will jeopardise your route of escape.
0:10:34 > 0:10:37- That's got to be as clear as you can make it.- That's not a problem.
0:10:38 > 0:10:41Building materials stored under the stairs
0:10:41 > 0:10:44are a serious hazard to Mr Shaw's safety.
0:10:44 > 0:10:47As for tyres in the garden, it's a whole other story.
0:10:51 > 0:10:52You've got a fair few!
0:10:55 > 0:10:59- Where did the tyres come from? - I don't know.
0:10:59 > 0:11:02They were dumped in the front garden so we just moved them around here.
0:11:02 > 0:11:05You've got a shed down there as well?
0:11:05 > 0:11:07- Well, there is a shed...- Right.
0:11:07 > 0:11:10- There is a shed behind that jungle. - OK.
0:11:10 > 0:11:12There is quite a bit going on round here.
0:11:12 > 0:11:14Your hopper head needs sorting.
0:11:14 > 0:11:16Your gutters and soffits need sorting.
0:11:17 > 0:11:21As Pam first suspected, hidden behind the overgrown exterior,
0:11:21 > 0:11:24they have discovered a property plagued with problems,
0:11:24 > 0:11:26both outside and in.
0:11:26 > 0:11:30Again, you don't want any flammables in there.
0:11:30 > 0:11:33- I think they're all empty so they can go to the tip.- Brilliant.
0:11:34 > 0:11:37What happened to the ceiling rose on this one, Graham?
0:11:39 > 0:11:44- Graham?- Well, it works. I think it's just dropped down.- Right, OK.
0:11:44 > 0:11:45I think it works.
0:11:48 > 0:11:51Domestic bliss it certainly isn't.
0:11:51 > 0:11:56And it can't be an easy situation for either Graham or his ex-wife.
0:11:56 > 0:12:01Sometimes, half of the things are her fault, half's mine.
0:12:02 > 0:12:06If I don't get on to her about if there's things wrong...
0:12:06 > 0:12:09..it just carries on.
0:12:09 > 0:12:11If I don't tell her, she won't know, will she?
0:12:11 > 0:12:15It seems Graham's ex-wife, and landlord, may not be aware of the
0:12:15 > 0:12:19house's structural problems which are her responsibility.
0:12:19 > 0:12:24While the clutter and piles of tires are for Graham to remove, the broken gutters
0:12:24 > 0:12:29and ill-fitting doors and windows need to be attended to by the house's owner.
0:12:30 > 0:12:32Hello.
0:12:32 > 0:12:35There is a connection there that makes it
0:12:35 > 0:12:37a little more difficult for the tenant and the landlord.
0:12:37 > 0:12:42Being so close previously probably inhibits it a little bit more than it would do
0:12:42 > 0:12:45and, again, that's where we come in.
0:12:45 > 0:12:51Despite a seemingly endless list of problems, Pam has the power to decide who
0:12:51 > 0:12:53should be responsible for what
0:12:53 > 0:12:56and it looks like Graham's going to be a busy boy.
0:12:56 > 0:12:58ALARM BEEPS
0:12:58 > 0:13:00I think that works!
0:13:00 > 0:13:03Inside, OK, it's a bit of good
0:13:03 > 0:13:07housekeeping. So if you get it all cleaned up and de-cluttered.
0:13:07 > 0:13:11Clear all the tyres, cut back vegetation.
0:13:11 > 0:13:13Otherwise, if it doesn't
0:13:13 > 0:13:16get done we go to statutory stuff and notices and you get charges.
0:13:16 > 0:13:18I'll sort it.
0:13:18 > 0:13:21Pam will also be in contact with Graham's ex-wife,
0:13:21 > 0:13:26who will be required to carry out the structural repairs.
0:13:26 > 0:13:28We give a bit of advice and we ask them to
0:13:28 > 0:13:31work together and it brings them together a bit better.
0:13:31 > 0:13:34So hopefully, fingers crossed, it will all work out.
0:13:34 > 0:13:38- It'll be better for you...- Of course it will.- ..Because you've got a good little house,
0:13:38 > 0:13:41and again it stops people looking at you.
0:13:41 > 0:13:45All right, cheers, Graham. You take care. Don't forget, phone me if you want anything.
0:13:45 > 0:13:49Right Bye, love. Bye-bye
0:13:54 > 0:13:56He seems more than willing, and as he keeps saying,
0:13:56 > 0:14:00he just needed a push in the right direction, and hopefully we've done that for him
0:14:00 > 0:14:02and he'll be able to turn it round.
0:14:04 > 0:14:09Pam's visit has created some work for Graham and his ex-wife and landlord. But with a little effort
0:14:09 > 0:14:12the tenant's well-being will have been improved
0:14:12 > 0:14:16and the value of the landlord's property will have been preserved.
0:14:23 > 0:14:27In Stevenage, in Hertfordshire, antisocial behaviour by private and
0:14:27 > 0:14:33social housing tenants is a constant issue for the council.
0:14:33 > 0:14:35I'm working with Housing Officer
0:14:35 > 0:14:37Tony Silverio on the case of a tenant known for
0:14:37 > 0:14:41his love of loud music, and the noise, disruption and damage caused
0:14:41 > 0:14:45by a constant stream of visitors to his flat.
0:14:45 > 0:14:48Unsurprisingly, the neighbours have had enough.
0:14:48 > 0:14:53This young man has already been subject to an antisocial behaviour injunction that was
0:14:53 > 0:14:57applied for a couple of years back.
0:14:57 > 0:15:02That's expired now. The last thing I'm sure he wants is another one
0:15:02 > 0:15:05because it will restrict his
0:15:05 > 0:15:10lifestyle. The problem is that a lot of the problems that are created at
0:15:10 > 0:15:15his property are not by him but by visitors.
0:15:15 > 0:15:18- But he's responsible for them at the end of the day?- Exactly.
0:15:18 > 0:15:24Presumably, we're the sort of visitors this tenant doesn't want to see.
0:15:24 > 0:15:28But how could anyone pay him a visit anyway?
0:15:28 > 0:15:34It turns out the upstairs flat where he lives doesn't even have a doorbell.
0:15:34 > 0:15:38So how could we get in contact with him, then? Just give him a call?
0:15:38 > 0:15:41If he hasn't changed his number.
0:15:43 > 0:15:48If we get down to the stage of throwing little stones at the window? That doesn't really...
0:15:48 > 0:15:52We could do what his friends do, climb up the side and through that window.
0:15:52 > 0:15:57- Yeah, I'm not as young as I used to be, Tony.- Neither am I. - And definitely not in these shoes.
0:15:57 > 0:16:03It's not straightforward by any means when people don't have a doorbell.
0:16:03 > 0:16:09It might be a recommendation I make. I might write it in my notepad.
0:16:09 > 0:16:13We're not having any luck contacting the troublesome tenant, but luckily
0:16:13 > 0:16:19Tony knows a neighbour, Pat Chambers, who could give us access to the block.
0:16:19 > 0:16:21How long have you been living in this block?
0:16:21 > 0:16:22I've been here 17 years.
0:16:22 > 0:16:25How is it? What's it like in Stevenage?
0:16:25 > 0:16:27- Oh, it's nice, I love it here.- Do you?
0:16:27 > 0:16:29- Yeah, I do!- Oh, good!
0:16:29 > 0:16:32Everyone else in the block nice?
0:16:32 > 0:16:36Barring one, only one, yeah.
0:16:36 > 0:16:37A bit of trouble?
0:16:37 > 0:16:43A lot of trouble. Last six years now, that's a long time, isn't it?
0:16:43 > 0:16:46No-one should have to put up with antisocial behaviour for so long,
0:16:46 > 0:16:50never mind a pensioner like Pat. But it turns out things haven't always
0:16:50 > 0:16:53been this way.
0:16:53 > 0:16:59When he first moved in he was such a nice lad, he really was a lovely lad, and we all took to him
0:16:59 > 0:17:02and then all of a sudden we had all
0:17:02 > 0:17:06his rabble coming in and there was a lot of fighting a lot of girls screaming,
0:17:06 > 0:17:09there was blood everywhere, we had to keep calling
0:17:09 > 0:17:13the caretaker to come and clear everything up.
0:17:13 > 0:17:15Have you tried to speak to him before?
0:17:15 > 0:17:18Oh, yes, I had a word with him, I said to him,
0:17:18 > 0:17:23"If you ever feel stressed, you come down here and have a chat with me."
0:17:23 > 0:17:25- You've made an effort to try and make him fit in...- I have!
0:17:25 > 0:17:31- I've stuck up for him and he's not even talking to me now.- Right.
0:17:31 > 0:17:33It does sounds like Pat's tried her best. But sensibly,
0:17:33 > 0:17:37she's also been keeping a record of the noise and disruption,
0:17:37 > 0:17:41which should prove helpful for Tony if and when the council decide
0:17:41 > 0:17:43to pursue another ASBO.
0:17:43 > 0:17:47We've got the 14th.
0:17:47 > 0:17:51We had loud music at 1.15.
0:17:51 > 0:17:57That was about an hour. On the 17th we had loud music again,
0:17:57 > 0:18:02then again on the 22nd. 26th and again on the 28th.
0:18:02 > 0:18:06- And what sort of music? - Not my kind of music!
0:18:06 > 0:18:08THEY LAUGH
0:18:10 > 0:18:13This is this guy's second chance, really, isn't it?
0:18:13 > 0:18:17He's already been through this process once. Does that mean you're going to escalate it now
0:18:17 > 0:18:20and say, "Listen, we've tried that and it hasn't worked"?
0:18:20 > 0:18:25We will have the conversation, he will then decide how he's going to behave from now on.
0:18:25 > 0:18:27If he decides not to change
0:18:27 > 0:18:29his behaviour, we'll be forced to change it for him.
0:18:29 > 0:18:34Now, it may come that ultimately we'll just have to take the property back from him.
0:18:36 > 0:18:42It sounds like Tony isn't pulling his punches this time. Find out later how he gets on.
0:18:42 > 0:18:44We've had enough, over the
0:18:44 > 0:18:48past six years I think we've had our belly-fulls.
0:18:50 > 0:18:56It's the job of housing officers across the UK to make sure that people have a decent place to live.
0:18:56 > 0:19:00I'm really concerned about what you're living in here and I want to get it fixed for you.
0:19:00 > 0:19:05'I'm going to be working alongside the men and women who do just that.'
0:19:05 > 0:19:09There's this thing down in the corner growing out of the skirting that looks like a sea sponge.
0:19:09 > 0:19:11'I'm hitting the streets.
0:19:11 > 0:19:13'I'm learning on the job...'
0:19:13 > 0:19:15We call that flash banding.
0:19:15 > 0:19:16It's like a temporary fix, isn't it?
0:19:16 > 0:19:19'..To find out what it takes to make sure that every house
0:19:19 > 0:19:22'is fit to be called a home.'
0:19:22 > 0:19:25I know I've only been in the job for a bit, but this is a shocker.
0:19:25 > 0:19:28You've got three boys? Where does everybody sleep?
0:19:28 > 0:19:32- You seem to get very angry. - I've had too many people mug me off.
0:19:37 > 0:19:39In Stevenage, in Hertfordshire, Housing officer
0:19:39 > 0:19:43Richard Mitchell is viewing a council property with a young woman
0:19:43 > 0:19:46who's desperately in need of a home.
0:19:46 > 0:19:49Yes, we are off to so a viewing. She contacted us about a year ago.
0:19:49 > 0:19:55This lady is a 20 year-old-mother of a two-year-old son, so she is a top bidder.
0:19:55 > 0:19:58So hopefully today she'll be keen to move in.
0:19:58 > 0:20:01- Hi, Nicola, isn't it? Hi, I'm Richard.- Hi, nice to meet you.
0:20:01 > 0:20:02- And you're...?- Mum.
0:20:02 > 0:20:05You're mum, OK. Shall we go and have a look at the property?
0:20:05 > 0:20:09Being top bidder means Nicola Baker is high on the council's housing
0:20:09 > 0:20:12list and has first refusal on this property.
0:20:12 > 0:20:17The reason that Nicola is such a high priority, is that she is currently homeless.
0:20:17 > 0:20:21Have a good look around, everything will be finished in the property.
0:20:21 > 0:20:23We're still doing work in here. This is the living room.
0:20:23 > 0:20:28This flat is a far cry from Nicola's current lodgings.
0:20:28 > 0:20:29I think we've done OK.
0:20:29 > 0:20:34She, her partner and their 18-month-old son, Taden, are living in a homeless
0:20:34 > 0:20:37hostel. This was supposed to be a temporary move,
0:20:37 > 0:20:42but 12 months on, the one-room accommodation is far from ideal.
0:20:42 > 0:20:46This is our living room, bedroom, dining room.
0:20:46 > 0:20:53And then just out here we have the bathroom, it just has a shower
0:20:53 > 0:20:55and toilet and bits in it.
0:20:55 > 0:20:56Outside is the
0:20:56 > 0:21:01communal bathroom were everyone is allowed to use, it's not just us.
0:21:01 > 0:21:07There is quite a few girls with toddlers and little babies.
0:21:07 > 0:21:09Everyone seems to bath their babies at the same time
0:21:09 > 0:21:13so you kind of have to judge who is going to be in there next.
0:21:13 > 0:21:15This is the only bathroom for this block.
0:21:15 > 0:21:19In total, there is 30 flats including studios and one-bedroom flats
0:21:19 > 0:21:20in this whole building.
0:21:20 > 0:21:24I suppose this would be your bedroom, would it?
0:21:24 > 0:21:26Yeah, it is nice.
0:21:26 > 0:21:28Nicola and her young family became homeless after the
0:21:28 > 0:21:31relationship with her mum, Jackie, broke down.
0:21:31 > 0:21:35It was a bit of a surprise when she come and said she was pregnant, but
0:21:35 > 0:21:37we just got on with it as you do.
0:21:37 > 0:21:43When she first was pregnant, we didn't really look into the future
0:21:43 > 0:21:45but when he was several weeks old,
0:21:45 > 0:21:49we was too on top of each other, there was too much tension.
0:21:49 > 0:21:53Nicola's partner was living with us as well, and my husband and me just started
0:21:53 > 0:21:56having discussions about her moving out.
0:21:56 > 0:22:00It was the hardest thing to do, but, you know, she had to go, I'm afraid.
0:22:01 > 0:22:04This is the kitchen, it will be a kitchen.
0:22:04 > 0:22:06We're not going to leave it like this.
0:22:06 > 0:22:09The decision to ask her daughter to leave the family home
0:22:09 > 0:22:12seems to have saved Jackie and Nicola's relationship.
0:22:13 > 0:22:16It seems like in this case her son is two years of age
0:22:16 > 0:22:20and she approached us about a year ago, so it
0:22:20 > 0:22:24looks like the family tried to help her for a period of time after the
0:22:24 > 0:22:29baby was born, but clearly after about 12 months when the child was a
0:22:29 > 0:22:32year old they were struggling to accommodate her.
0:22:35 > 0:22:38Unfortunately it also meant Nicola was homeless.
0:22:38 > 0:22:41When they come through the homeless route, they tend to get a
0:22:41 > 0:22:44house quicker because... to be fair, the whole system is really...the
0:22:44 > 0:22:49people we should be helping are the people who are being made homeless.
0:22:49 > 0:22:52The hostel has been a great refuge, but Nicola's son Taden
0:22:52 > 0:22:55is getting bigger every day and living in the tiny room
0:22:55 > 0:22:57is pushing them to breaking point.
0:22:57 > 0:22:58It was nice that they come in here
0:22:58 > 0:23:02because it was someone for him to go, but there's nowhere to do
0:23:02 > 0:23:06her washing, if it is a wet day out there is nowhere to do your drying.
0:23:06 > 0:23:08So it is hard for them.
0:23:08 > 0:23:10I mean we appreciate it, we appreciate that the council
0:23:10 > 0:23:16has put us in here, but there is not much space to keep a
0:23:16 > 0:23:191-and-a-half-year-old entertained all day,
0:23:19 > 0:23:22so we try and stay out as much as possible.
0:23:22 > 0:23:27But obviously it is hard because this is where we live,
0:23:27 > 0:23:29so it is a bit of a struggle.
0:23:29 > 0:23:33Stevenage Council normally aims to move families from hostels to homes
0:23:33 > 0:23:37within six months, but there is a shortage of suitable properties,
0:23:37 > 0:23:42so it has been a long wait - this flat is great news for everyone involved.
0:23:42 > 0:23:44It just needs a little bit of TLC really.
0:23:44 > 0:23:46Yeah, to make it into her home.
0:23:46 > 0:23:48It is a nice flat, we can make it
0:23:48 > 0:23:49- into a nice home.- A bit of elbow grease.
0:23:49 > 0:23:52- How long have you been where you are now?- A year.- Yes.
0:23:52 > 0:23:55We've got short supply of two bed properties, which is why you have
0:23:55 > 0:23:59been in there for 12 months now, and I know there is quite a few who have been there for a while.
0:24:00 > 0:24:04- What do you think, then?- I like it. - Yes.- OK to accept it, yeah?
0:24:04 > 0:24:06- Yes, that is fine.- If I can get you to sign there.
0:24:09 > 0:24:13What a moment, hey? Signing your first tenancy. Must be a sight for her.
0:24:14 > 0:24:16It's a sight for me being her mum, let alone her.
0:24:17 > 0:24:21But Jackie and Nicola will have to wait just a few more weeks
0:24:21 > 0:24:23until the council completes the refurb.
0:24:23 > 0:24:25Well, that went really well, I was a
0:24:25 > 0:24:27bit apprehensive about what support she had,
0:24:27 > 0:24:31what her background was and if she would be a good tenant.
0:24:31 > 0:24:35But she has ticked all of those boxes so the important thing is
0:24:35 > 0:24:40we give people an opportunity to get a better life by having a home
0:24:40 > 0:24:42and improving their circumstances.
0:24:42 > 0:24:46The good thing is that she was really keen to move in there.
0:24:46 > 0:24:48So, yes, it was a good news story.
0:24:49 > 0:24:51We're not going to know where to put
0:24:51 > 0:24:53things because we are going to have so much space.
0:24:53 > 0:24:55It is going to be like a palace. We just want to get it,
0:24:55 > 0:24:57start painting and making it my own.
0:25:06 > 0:25:10I'm in St Helen's in Merseyside - where, shockingly, well over half of
0:25:10 > 0:25:14private rented housing would fail the Decent Home Standard.
0:25:14 > 0:25:17So it's not surprising that Housing Officers Pam Coppock
0:25:17 > 0:25:21and Chrissy Nevitt know all about neglectful landlords.
0:25:21 > 0:25:24So today, Pam, are we out together this morning, what are we looking for?
0:25:24 > 0:25:29We've got to go have a look, it is a revisit, it's been reminded with two notices.
0:25:29 > 0:25:34So we've given him the informal action chance and we are just going to go and find
0:25:34 > 0:25:35out how it's gone.
0:25:35 > 0:25:40This is the landlord who has had the notice, who has been told to sort things out?
0:25:40 > 0:25:43- Yes.- Specifically what was it that was the problem?
0:25:43 > 0:25:48There was a lack of heating, lack of hot water and damp in the property.
0:25:48 > 0:25:51The tenant called in last week to say the damp
0:25:51 > 0:25:56and the mould hasn't been abated so the repairs haven't been sufficient
0:25:56 > 0:25:58to remove all of the mould and the damp.
0:25:58 > 0:26:02The landlords had months to do these repairs - so my first job is to
0:26:02 > 0:26:05identify which ones still haven't been carried out.
0:26:07 > 0:26:09What do you think, Matt?
0:26:09 > 0:26:11Remove flaking and blown paint.
0:26:11 > 0:26:15Well, I didn't see what it was like before, I'll be honest,
0:26:15 > 0:26:16but it doesn't look like that has been done.
0:26:16 > 0:26:19You've got exposed brick work there.
0:26:19 > 0:26:22Looking at that I wouldn't be surprised to see a damp patch
0:26:22 > 0:26:24underneath the window on the inside.
0:26:24 > 0:26:30Let's see if my hunch is correct, as tenant Jason and the family dog look on.
0:26:32 > 0:26:34Sure enough, a check with my trusty moisture meter
0:26:34 > 0:26:36reveals the grim truth.
0:26:38 > 0:26:4055, and that is right next to the electrics.
0:26:40 > 0:26:43I would just be worried about the level of moisture that is getting
0:26:43 > 0:26:45to those plugs points there.
0:26:45 > 0:26:50- JASON:- If you run your finger, you'll make a rut into the plaster itself.
0:26:51 > 0:26:54That, which again is a knock-on hazard.
0:26:54 > 0:26:56That sandstone is just acting as a sponge,
0:26:56 > 0:27:00it is just soaking up all of the water and bringing it straight into the house.
0:27:00 > 0:27:02So you've got damp under this sill here.
0:27:02 > 0:27:06This place is looking more hazardous by the minute.
0:27:06 > 0:27:08- What's- this plug for?
0:27:08 > 0:27:11- Have you put that in or...?- No, that was there before we came.
0:27:11 > 0:27:12Do you ever use it?
0:27:13 > 0:27:16It does work, but I don't want to use it.
0:27:18 > 0:27:20The family have had to put up with this for months -
0:27:20 > 0:27:24they're only staying because it's close to the kid's schools.
0:27:24 > 0:27:26It's no wonder Jason's had enough.
0:27:26 > 0:27:29So you've got the water actually coming through.
0:27:29 > 0:27:32Oh, yes, it just comes straight down the wall.
0:27:32 > 0:27:35And is it just those two windows there or...?
0:27:35 > 0:27:38We've got damp in the front bedroom and the back bedroom.
0:27:38 > 0:27:40Because he has had a notice.
0:27:40 > 0:27:43I'm not being funny, I have offered, you know the flat roof,
0:27:43 > 0:27:46that is what happened with the flat roof.
0:27:47 > 0:27:50So this is the end of the flat roof outside.
0:27:50 > 0:27:54And this is what happens, water gets through where it is all level,
0:27:54 > 0:27:58then it just falls. I've asked him, "You get the stuff and
0:27:58 > 0:28:01I'll relay that." I'm saving him a thousand pound.
0:28:01 > 0:28:04It's an offer which could be of real benefit to the landlord.
0:28:04 > 0:28:07He's legally required to sort out the damp - which could be having
0:28:07 > 0:28:10a serious effect on Jason's kids.
0:28:10 > 0:28:18- You have two with...- Respiratory problems.- Yeah, bronchiolitis.- Yes.
0:28:18 > 0:28:22Bronchiolitis is an illness of the respiratory tract that affects the
0:28:22 > 0:28:26tiny airways leading to the lungs - it can make breathing difficult and
0:28:26 > 0:28:30could lead to long term health problems for the boys.
0:28:30 > 0:28:34- How old are your boys?- The oldest one's ten and me youngest one's five
0:28:34 > 0:28:40and he really suffers big time, when it's wet I've had him off school.
0:28:40 > 0:28:43If it's damp and I know it's going to be damp,
0:28:43 > 0:28:45I know they are going to be off with their chest, and they are.
0:28:45 > 0:28:48Things are looking pretty grim for Jason and his family.
0:28:48 > 0:28:52But coming up - the bedrooms reveal a problem that can't be laid
0:28:52 > 0:28:53at the landlord's door.
0:28:53 > 0:28:56two bedroom property, you've got 3 boys?
0:28:59 > 0:29:01Where does everybody sleep?
0:29:01 > 0:29:04- Not acceptable.- That is not acceptable, is it?- No.
0:29:11 > 0:29:15As well as dealing with disputes between private landlords and
0:29:15 > 0:29:18tenants, many Housing Officers have a remit to look after Social Housing.
0:29:21 > 0:29:24In Stevenage in Hertfordshire, Housing Officer Liz Blake and her
0:29:24 > 0:29:26team are on the front line.
0:29:28 > 0:29:30The service we offer is vital.
0:29:30 > 0:29:34You can actually tell if you spent a whole week in this office, you'd
0:29:34 > 0:29:39know how vital, because we are inundated with telephone calls, e-mails.
0:29:39 > 0:29:43And our customer service centre if often bursting with people.
0:29:43 > 0:29:48Yeah, there's a lot of people in this town who want housing through us.
0:29:49 > 0:29:53On Liz's urgent housing list today is Ann Conacher.
0:29:53 > 0:29:57At the end of her marriage 18 years ago, Ann moved back in with her
0:29:57 > 0:30:01parents, but since the death of her mum last Christmas,
0:30:01 > 0:30:05she's been living alone in her parents two bedroom house.
0:30:07 > 0:30:11This was my mum's room, my mum and dads.
0:30:12 > 0:30:16Unfortunately, the last 3 months she wasn't able to get up here at all.
0:30:16 > 0:30:19She was fantastic, she really was.
0:30:19 > 0:30:25I would have thought my mum was... she was about 50 there.
0:30:25 > 0:30:27They're fake furs not real furs!
0:30:28 > 0:30:33Lovely memories here, outside here we had beautiful plants,
0:30:33 > 0:30:37Mum and I, over the years, after dad died, kept the garden going.
0:30:37 > 0:30:39We used to love being out in the garden.
0:30:39 > 0:30:42We've had family to stay, friends to stay.
0:30:42 > 0:30:47It's just been a really, really happy place to live.
0:30:48 > 0:30:51But now Anne has to hand the house back to the council
0:30:51 > 0:30:53who need it for a larger family.
0:30:53 > 0:30:59She is what we call a non-statutory successor, that means
0:30:59 > 0:31:02that she is not the tenant of the property she is living in,
0:31:02 > 0:31:05but her late mother was.
0:31:05 > 0:31:08But because it was a two bedroom house, she can't
0:31:08 > 0:31:11actually stay there because we can't give her the tenancy.
0:31:11 > 0:31:15The succession of a tenancy can usually only happen once -
0:31:15 > 0:31:19and because the house had already been passed onto her mum after her dad died,
0:31:19 > 0:31:21and the fact it's a two bedroom house,
0:31:21 > 0:31:24as the offspring, Liz isn't able to remain as the tenant.
0:31:26 > 0:31:30To add to the stress of the last few months, Ann's been struggling with her mobility.
0:31:30 > 0:31:35ANN: Very stiff in the mornings, the stairs are really awkward for me.
0:31:35 > 0:31:38Haven't got a very good memory at the best of times and I'm always going
0:31:38 > 0:31:40up and down the stairs cos I've forgotten things.
0:31:40 > 0:31:43I can't get in and out of the bath.
0:31:43 > 0:31:46The bath is really not suitable for me, it is a very deep bath if you
0:31:46 > 0:31:50have a look and I can't get my leg over there.
0:31:50 > 0:31:53On a good day I have, and I had a little drop of water in
0:31:53 > 0:31:57and used a sponge. To sponge myself off. The rest of the time it
0:31:57 > 0:31:59is sort of towels on the floor and a strip wash.
0:32:01 > 0:32:04With her mobility affected, Ann desperately needs a
0:32:04 > 0:32:08suitable home. Luckily Liz may have found a solution.
0:32:08 > 0:32:11Because Ann lived with her parents for more than a year,
0:32:11 > 0:32:15and as a gesture of goodwill, Stevenage council have offered her
0:32:15 > 0:32:19the chance to continue her tenancy in a smaller property.
0:32:19 > 0:32:23A bungalow has just been made available - but is it right for Ann?
0:32:24 > 0:32:28These are quite nice, not a bad size for a 1 bedroom bungalow really.
0:32:28 > 0:32:34And this one is in good condition. So it is not going to need a lot of decorating to it.
0:32:34 > 0:32:39I don't think she is able to do much in the way of decorating so it's quite good.
0:32:39 > 0:32:43If Ann doesn't like the bungalow, there could be a problem rehousing
0:32:43 > 0:32:46her - so it's crucial that she's happy with what she sees.
0:32:46 > 0:32:51We'll start in the kitchen, I think. Cooker will go in there.
0:32:51 > 0:32:54- Is there a washing machine? - Washing machine will go in there.
0:32:54 > 0:32:55Lovely, beautiful condition.
0:32:57 > 0:33:01Aren't I the lucky one? It is absolutely wonderful.
0:33:01 > 0:33:04And you've got a little garden, you can put a table out there.
0:33:04 > 0:33:08I've got an army of volunteers that are going to put baskets up
0:33:08 > 0:33:12for me and I'm going to have a table and chairs out there.
0:33:12 > 0:33:15It's brilliant. It's bigger than I thought.
0:33:15 > 0:33:20It's everything I wanted and more, it's a dream, it's a absolute dream come true.
0:33:20 > 0:33:26So the kitchen and lounge have impressed - but for Ann the best is yet to come.
0:33:26 > 0:33:28- LIZ: This is your bathroom. ANN:- No!
0:33:33 > 0:33:34I'm going to cry.
0:33:36 > 0:33:39- Was this already in here? - Yes, I know you need that.
0:33:42 > 0:33:43It's wonderful.
0:33:43 > 0:33:47And that is all it takes, a bathroom with a walk-in shower.
0:33:47 > 0:33:53It's so wonderful. It's absolutely fantastic, I can't thank you enough.
0:33:53 > 0:33:57It's my pleasure when someone really likes what we have to offer them,
0:33:57 > 0:34:00it doesn't always happen, believe you me.
0:34:00 > 0:34:03When I match someone to the perfect property, it's absolutely fantastic
0:34:03 > 0:34:06that they react in the way that Ann has.
0:34:06 > 0:34:10You listened to what I needed, and all I have been through,
0:34:10 > 0:34:12- you're fantastic.- Thank you.
0:34:12 > 0:34:13Big gold star.
0:34:13 > 0:34:18She was totally overwhelmed and I just think it's great.
0:34:18 > 0:34:20It makes my job worthwhile.
0:34:20 > 0:34:24- You know I'm not going to say no. - I know you're not going to say no!
0:34:27 > 0:34:30With the bungalow ticking all the right boxes, within a few days
0:34:30 > 0:34:33Ann's back to collect the keys and start moving in.
0:34:35 > 0:34:39- Hello, in you come.- Hello, how nice to see you!- And you.
0:34:39 > 0:34:40Oh, that's lovely.
0:34:40 > 0:34:44Last bit we have is the keys.
0:34:44 > 0:34:46All six keys. There you go.
0:34:49 > 0:34:53This is my forever home, it has everything that I want.
0:34:53 > 0:34:57It's a lovely area, and I know I'm going to be really happy here.
0:34:57 > 0:35:01It was absolutely worth all the wait and the stress.
0:35:01 > 0:35:04I'm so looking forward to starting the next part of my life.
0:35:04 > 0:35:07My mum would have been really happy.
0:35:08 > 0:35:11Well, I've seen some pretty tough cases so far, but that is certainly
0:35:11 > 0:35:13one of the happiest endings.
0:35:18 > 0:35:23Now back in St Helens, we've been investigating a rented house so damp
0:35:23 > 0:35:25it's affecting the children's health.
0:35:25 > 0:35:28JASON: If it's damp and I know its going to be damp.
0:35:28 > 0:35:31I know they're going to be off with their chests, and they are.
0:35:31 > 0:35:34Seven months on from the council's last visit, there's still no sign of
0:35:34 > 0:35:38the landlord having carried out any repairs.
0:35:38 > 0:35:43Jason, his wife and three kids all live in this two bedroom house.
0:35:43 > 0:35:47But upstairs, the family's sleeping arrangements come as a bit of a shock.
0:35:47 > 0:35:51- Jason...two bedroom property... - Yeah.
0:35:54 > 0:35:56..you've got three boys?
0:35:58 > 0:35:59Where does everybody sleep?
0:36:05 > 0:36:08- Is that what that double mattress is for?- Yeah.- So you're overcrowded?
0:36:13 > 0:36:19Yes, we've got another problem to look at, which is the overcrowding issue.
0:36:19 > 0:36:23And Jason and his wife, that is their mattress and that goes on the floor.
0:36:23 > 0:36:24Yeah.
0:36:24 > 0:36:29- And then the little girl has got her own room.- She has.- There is only two bedrooms.
0:36:29 > 0:36:30There is.
0:36:30 > 0:36:35Well over half a million families in the UK live in overcrowded conditions,
0:36:35 > 0:36:38with research showing it has a huge
0:36:38 > 0:36:42impact on kids in particular, from underachievement at school
0:36:42 > 0:36:44to illness and depression.
0:36:44 > 0:36:47So what are the limits on that then?
0:36:47 > 0:36:51Anyone over 21 should have their own bedroom unless they are a cohabiting couple.
0:36:51 > 0:36:55- OK.- OK, cohabiting couple need their own bedroom.
0:36:55 > 0:36:59Children can share mix gender to the age of ten.
0:36:59 > 0:37:02Over the age of ten they have to be the same gender.
0:37:02 > 0:37:04- There just aren't enough rooms in this house, then?- No.
0:37:04 > 0:37:07- Not acceptable. - Not acceptable, is it?- No.
0:37:07 > 0:37:11If a landlord is aware of overcrowding at a property and does nothing,
0:37:11 > 0:37:13they could be breaking the law.
0:37:13 > 0:37:16On top of all this, the fire exit routes leave a lot
0:37:16 > 0:37:20to be desired, so if there was a fire it could prove catastrophic.
0:37:20 > 0:37:22If you are thinking about this as one of your routes of exit
0:37:22 > 0:37:25to get out the house in the case of a fire, then this is the last thing you want there.
0:37:25 > 0:37:28- Absolutely.- You want something that is fire retardant
0:37:28 > 0:37:30- and that's where you're supposed to be getting out.- Yeah.
0:37:30 > 0:37:34It's clear that something needs to be done, and soon.
0:37:34 > 0:37:40When I get back, Jason, I'll pull an actual notice together, serve an improvement notice, try to get hold
0:37:40 > 0:37:43of the landlord, have a chat with him. See if he responds to the
0:37:43 > 0:37:48improvement notice first and then we'll expect him to put all of those issues right.
0:37:48 > 0:37:54If he doesn't, then unfortunately we used to do work in default but we don't have the budget any more.
0:37:54 > 0:37:56- So we tend to have to go to prosecution.- Brilliant.
0:37:56 > 0:38:00All right, but if you keep me informed I'll know where we're going with it.
0:38:00 > 0:38:03- I will do. And everything he does, I'll let you know what he's doing. - Yeah.
0:38:08 > 0:38:13When I walk into these properties, I always think, "OK, could I live here?"
0:38:13 > 0:38:16If I was a single guy, maybe in my 20s, I'd put up with it.
0:38:16 > 0:38:21- Then you see kids shoes... - Yeah.- ..on the stair case,
0:38:21 > 0:38:24you think, "You can't bring up kids here."
0:38:24 > 0:38:28- No.- You can't do it.- No.- It is not just affecting Jason and Anne-Marie
0:38:28 > 0:38:32because they are clearly now looking to move on and be somewhere else.
0:38:32 > 0:38:35It is his property, he is shooting himself in the foot.
0:38:35 > 0:38:38- Absolutely, it's his investment. - It is his investment,
0:38:38 > 0:38:40he can let it out to people.
0:38:40 > 0:38:45If we don't serve the notice and they move, it might be let again in the same state.
0:38:45 > 0:38:50Well, a few weeks later, I'm back at the property to see if the landlord
0:38:50 > 0:38:52has made any effort to address the issues.
0:38:54 > 0:38:59Well, from the outside it looks like things have changed, how about inside?
0:38:59 > 0:39:02- He's been here virtually every day.- Has he?
0:39:02 > 0:39:05Yes, finishing of things. He's done all the major work at the
0:39:05 > 0:39:07bottom where it has all come away.
0:39:07 > 0:39:11He's fixed where the water damage is. We had a big hole under there,
0:39:11 > 0:39:13didn't we? He has re-skimmed all of that.
0:39:13 > 0:39:15What's made the difference?
0:39:15 > 0:39:18Pam. Environmental health, she's got in touch with him
0:39:18 > 0:39:20and obviously had a word with him.
0:39:20 > 0:39:23He's just come round and started doing it all.
0:39:23 > 0:39:25The only thing with us is major overcrowding, he
0:39:25 > 0:39:27knows that but he can't do anything about that.
0:39:27 > 0:39:30So we're still looking for a three bedroom house.
0:39:30 > 0:39:33He's right, the house will always be overcrowded.
0:39:33 > 0:39:37Landlord Paul has agreed to meet with me, let's see what he has to say.
0:39:37 > 0:39:39Things have really moved on here.
0:39:39 > 0:39:43I'm just wandering what made you start to make those improvements,
0:39:43 > 0:39:45what convinced you that was the thing to do?
0:39:45 > 0:39:50When a repair is required, we rely on the tenant to inform us
0:39:50 > 0:39:53- of the need of repair.- Did they not get in contact with you about that?
0:39:53 > 0:39:58They did about the roof, and they had a leak from a water tank.
0:39:58 > 0:40:00You know, they had to go through a whole winter.
0:40:00 > 0:40:04Is there anything that you can change that can prevent that happening again?
0:40:04 > 0:40:10We don't want to have a regime of inspecting premises,
0:40:10 > 0:40:13which may sound bad on one side,
0:40:13 > 0:40:15but it is their home.
0:40:15 > 0:40:17We don't want to intrude on them.
0:40:17 > 0:40:21If there is a problem, let us know about it and we'll deal with it.
0:40:21 > 0:40:24Well, Jason did say he had been clear about the issues,
0:40:24 > 0:40:27but you know, perhaps there was a misunderstanding.
0:40:27 > 0:40:31You're going to carry on, finish all the works you've started and everything that is on the list.
0:40:31 > 0:40:34There is a fly in the ointment, there may be an overcrowding issue.
0:40:34 > 0:40:37If the family are happy to live here, do we let them stay?
0:40:37 > 0:40:41Unless we get some guidance from the council.
0:40:41 > 0:40:44I can only presume the rules on overcrowding
0:40:44 > 0:40:47are there for a very good reason. And if it means the family end up moving somewhere where
0:40:47 > 0:40:50they have got more space, and they are properly provided for,
0:40:50 > 0:40:53painful though it may be, maybe that is what has to happen.
0:40:53 > 0:40:56Paul, thank you very much for coming to talk to us
0:40:56 > 0:40:58and good luck with the rest of the work.
0:40:58 > 0:41:02It's great that landlord Paul has carried out lots of work in the house.
0:41:02 > 0:41:05Let's hope it won't be too long before Jason finds a home
0:41:05 > 0:41:07that is big enough for all his family.
0:41:07 > 0:41:10Things seem to be looking up in Stevenage, too.
0:41:10 > 0:41:15Earlier, I joined Housing Officer Tony Silverio who was working a case
0:41:15 > 0:41:19about the antisocial behaviour of a tenant that had spiralled out of control.
0:41:19 > 0:41:24A lot of the problems that have created at his property
0:41:24 > 0:41:26are not by him but by visitors.
0:41:26 > 0:41:30- But he's responsible for them at the end of the day. - Exactly.
0:41:30 > 0:41:33Neighbour Pat Chambers was at her wits end.
0:41:33 > 0:41:37We had all his rabble coming in and there was a lot of fighting,
0:41:37 > 0:41:41a lot of girls screaming, blood everywhere, we had to keep
0:41:41 > 0:41:44calling the caretakers to come and clear everything up.
0:41:45 > 0:41:49Well, we couldn't speak to the tenant when we visited, but he did
0:41:49 > 0:41:54eventually get in touch, and a few days later Tony went back to the block with some good news.
0:41:56 > 0:41:59TONY: Following our last discussions with the tenant,
0:41:59 > 0:42:03he's happy to engage. We're also looking to get him on a
0:42:03 > 0:42:07mutual exchange list and get him to move to a new area with a fresh start.
0:42:07 > 0:42:10So hopefully that will resolve this particular problem.
0:42:10 > 0:42:14And here's a turn out for the books. It looks like my advice about the
0:42:14 > 0:42:18- doorbell has been heeded. - DOORBELL RINGS
0:42:18 > 0:42:20And that should do it.
0:42:23 > 0:42:26So people coming round can now ring the doorbell instead of
0:42:26 > 0:42:29throwing stones at your window like you used to. OK?
0:42:29 > 0:42:34I will take you downstairs and you can see it and just have a play with it.
0:42:34 > 0:42:36- TENANT:- Yes, that is fine.
0:42:36 > 0:42:39It's great to see that positive things are starting to happen
0:42:39 > 0:42:42both for the tenant and his long suffering neighbours.
0:42:44 > 0:42:48PAT: I understand that he's been told he can have a transfer.
0:42:48 > 0:42:52That would be good for everybody as long as they don't get another youngster
0:42:52 > 0:42:54in there who's going to cause trouble.
0:42:54 > 0:42:58We've had enough, over the past six years. I think we've had our bellyfulls!
0:42:58 > 0:43:00SHE LAUGHS
0:43:03 > 0:43:07That's it for today's show. Join me next time on the front line with
0:43:07 > 0:43:09Britain's housing officers.