0:00:02 > 0:00:05The law says everyone has the right to a safe place to live.
0:00:05 > 0:00:08This isn't about you, this is to do with the building.
0:00:08 > 0:00:11But for thousands of people across Britain, the reality can be
0:00:11 > 0:00:13more hovel than home.
0:00:13 > 0:00:17The landlord's got concerns. He would be worried about fire risks.
0:00:17 > 0:00:19In the battle between tenants and landlords,
0:00:19 > 0:00:22it's local housing officers who are on the front line.
0:00:22 > 0:00:25You can't start blaming the ills of society on the landlords. Do you know what I mean?
0:00:25 > 0:00:28I'm Matt Allwright and I've been training hard,
0:00:28 > 0:00:32ready to join the ranks of these housing enforcers.
0:00:32 > 0:00:33Show me your rat holes.
0:00:33 > 0:00:35Oh, my God, look!
0:00:35 > 0:00:37'Tackling problem properties.'
0:00:37 > 0:00:39They had to go through a whole winter with it like that.
0:00:39 > 0:00:41There is fresh rat droppings down here.
0:00:41 > 0:00:44'Dealing with the consequences of nightmare neighbours.'
0:00:44 > 0:00:46- What was it that happened? - Catapult job.
0:00:46 > 0:00:48And 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 > 0:00:54- You like the big house? - Yes.
0:00:54 > 0:00:55Can you stop filming and leave my house?
0:00:55 > 0:00:58OK, we're being asked to leave. We'll leave.
0:01:00 > 0:01:03Today, we're trying to inspect a property,
0:01:03 > 0:01:07but gaining access is proving easier said than done.
0:01:07 > 0:01:09Any desire you might have to put this house right,
0:01:09 > 0:01:12you're saying you're struggling to get in there to actually do the work.
0:01:12 > 0:01:15Yeah, it is very difficult for us, you know.
0:01:15 > 0:01:19We can't go out and look at houses all the time.
0:01:19 > 0:01:22Housing officer Fern faces a tough case.
0:01:22 > 0:01:25It could be that he has got a few weeks to live, a few months,
0:01:25 > 0:01:27and we're just trying to do everything that we can
0:01:27 > 0:01:31to have a roof over his head, so that he is comfortable.
0:01:31 > 0:01:34And a tenant lives in fear of what's lurking in his loo.
0:01:34 > 0:01:38You sit on a toilet, doing a number two and see a rat come up.
0:01:38 > 0:01:42- Now if that rat would've bit me on the- BLEEP,- I would've been in hospital.
0:01:47 > 0:01:49An Englishman's home may well be his castle.
0:01:49 > 0:01:54But if that home is owned by somebody else, well,
0:01:54 > 0:01:57you may need to know where to find your local housing officer.
0:01:57 > 0:02:00They are responsible for making sure that landlords live up
0:02:00 > 0:02:03to their duties and obligations.
0:02:03 > 0:02:08Namely providing somewhere that is safe and decent to live.
0:02:08 > 0:02:12But housing officers must also make sure grievances from tenants
0:02:12 > 0:02:15and landlords are handled fairly.
0:02:15 > 0:02:18First off, I'm on a shift in St Helens in Merseyside
0:02:18 > 0:02:21where the council deals with around 700 housing complaints every
0:02:21 > 0:02:26year - with antisocial behaviour by tenants high on the list.
0:02:26 > 0:02:29Working with housing officers Pam Coppock and Chrissy Nevitt,
0:02:29 > 0:02:33we're on the way to a property which has been raided by the police
0:02:33 > 0:02:36and found to be in a shocking condition.
0:02:36 > 0:02:38We've found with these sort of jobs,
0:02:38 > 0:02:41especially the ones with police involvement as well, we don't entirely...
0:02:41 > 0:02:45We don't know with any house what we're getting into until we get there,
0:02:45 > 0:02:48but we don't know what we're going to face and what the tenant's
0:02:48 > 0:02:52reaction is going to be to being told their tenancy's at risk.
0:02:52 > 0:02:56Despite alleged antisocial behaviour, the tenant is claiming
0:02:56 > 0:03:00the property is in such poor condition they now want to be rehoused.
0:03:00 > 0:03:03To determine whether the ultimate responsibility for the state
0:03:03 > 0:03:07of the property lies with the tenant or the landlord, of course we'll
0:03:07 > 0:03:09need to take a look inside.
0:03:09 > 0:03:12The police are on stand-by just in case.
0:03:12 > 0:03:15What should I know about this property before we hopefully
0:03:15 > 0:03:19- get in there?- First of all, we're going to see if she lets us in.
0:03:19 > 0:03:24So we're going to go ahead first, ourselves here, and then the sergeant will follow us,
0:03:24 > 0:03:29cos if the police come to the door, she might not be inclined to open it.
0:03:29 > 0:03:33The word is there's three adult dogs in there and we hopefully should
0:03:33 > 0:03:37meet with the landlord, so he should be around as well.
0:03:37 > 0:03:40As I'm just a trainee, Chrissy and Pam want me to wait
0:03:40 > 0:03:43until they have checked the safety of the property.
0:03:43 > 0:03:45DOGS BARK
0:03:48 > 0:03:52There doesn't appear to be an answer but I can hear a lot of dogs.
0:03:52 > 0:03:56KNOCKING DOGS BARK
0:03:56 > 0:03:59What have got there, Pam? No response at all?
0:03:59 > 0:04:02No, but there's water running, and water running down the waste.
0:04:02 > 0:04:07Whether it's just a dripping tap or there's someone in the kitchen...
0:04:07 > 0:04:10It's Pam Coppock from Private Sector Housing. Can you open the door?
0:04:10 > 0:04:13I believe you're not too happy with conditions.
0:04:13 > 0:04:15It's urgent, we need to come in.
0:04:15 > 0:04:19- She's in the bath, come back in ten minutes.- We'll wait here, OK?
0:04:19 > 0:04:22Well, it was never going to be easy but it gives me
0:04:22 > 0:04:24a bit of time to test my housing knowledge.
0:04:24 > 0:04:29Even my novice eyes can see the property is in quite a state.
0:04:29 > 0:04:34- I've already spotted a couple of things.- Have you?- The safety of the porch area.
0:04:34 > 0:04:39- Right.- Looks like it's rotting. I'd ask him to remove it completely,
0:04:39 > 0:04:45or, well, replace it. I think it's beyond repair, certainly not secure.
0:04:45 > 0:04:49On another point of view, we're looking at the tenant's safety,
0:04:49 > 0:04:51there's no gate on the front there.
0:04:51 > 0:04:57There's no way to keep those dogs outside in the yard but off the street, which is what you
0:04:57 > 0:05:00- want - to be able to contain them outside somewhere.- Yeah.
0:05:00 > 0:05:03It's a tricky one - there's no doubt the landlord has some repair work
0:05:03 > 0:05:07to do - but clearly the tenant's really not helping matters, either.
0:05:07 > 0:05:10I just want a quick chat with you.
0:05:10 > 0:05:12Give me a quick five minutes to have a chat with you.
0:05:12 > 0:05:17Pam's gentle persistence pays off - the door finally opens.
0:05:17 > 0:05:20You need rehousing, the conditions...
0:05:20 > 0:05:22I'm on me own, it's disgusting.
0:05:22 > 0:05:26OK. Well, what I'm going to is to make... You can't be rehoused without the report
0:05:26 > 0:05:29saying what the conditions are, because you've got a tenancy.
0:05:29 > 0:05:33Pam is desperately trying to get access to the house.
0:05:33 > 0:05:36Bearing in mind Pam is trying to make
0:05:36 > 0:05:40the situation inside the house better for the occupant.
0:05:41 > 0:05:45She's not interested at all and she's gone back inside.
0:05:45 > 0:05:49With the tenant holed up back in the house, Pam now needs to change tactics.
0:05:49 > 0:05:53OK. I can get a warrant from court and that would be the next step.
0:05:55 > 0:05:58- All right, love, you prefer it that way?- Yeah.
0:06:00 > 0:06:03Basically, she doesn't want anybody to go into the house.
0:06:03 > 0:06:07She wants to be rehoused and we have to do that defects list.
0:06:07 > 0:06:09Obviously, we need to know what the condition of the house is.
0:06:09 > 0:06:11They're not just going to give the tenant a house
0:06:11 > 0:06:14because she says it's not fit. We have to prove it's not fit.
0:06:14 > 0:06:19If it's as bad as I've been told, there are several options.
0:06:19 > 0:06:23We can do the improvement notice. If it's that bad, we can do a prohibition order,
0:06:23 > 0:06:26we can work with the landlord to get everything sorted.
0:06:26 > 0:06:29But if we don't get in, we can't do that works.
0:06:29 > 0:06:31And if we don't get in,
0:06:31 > 0:06:34is she going to let the landlord in to do the work?
0:06:34 > 0:06:36Well, doesn't seem to be. But the landlord...
0:06:36 > 0:06:38When I spoke to the landlord yesterday,
0:06:38 > 0:06:41apparently they have been trying to get in and had no success.
0:06:41 > 0:06:46Well, we have the section 239 which is the power of entry notice.
0:06:46 > 0:06:49And we can enforce it, we can go to court and get a warrant to go in.
0:06:49 > 0:06:52I've just spoken to the landlord now and he's on his way,
0:06:52 > 0:06:54so if we can hang on for a little bit and wait for him.
0:06:54 > 0:06:58But the first words out of his mouth were, "I need to evict her."
0:06:58 > 0:07:02Coming up - landlord Colin gets some bad news.
0:07:02 > 0:07:06There's substantial damage inside that the police found when they went in,
0:07:06 > 0:07:09so your property's getting absolutely wrecked.
0:07:12 > 0:07:15Now if there's an issue that upsets tenants more than most,
0:07:15 > 0:07:18it's animal infestations.
0:07:18 > 0:07:22We're off to Tendring in Essex for a gruesome housing problem.
0:07:23 > 0:07:27Tenant Martin Smith and his partner Paula are at their wits' end
0:07:27 > 0:07:30after being overrun by rats.
0:07:30 > 0:07:33I've got rats coming in the kitchen, I've got rats in the loft,
0:07:33 > 0:07:35they're actually in the walls thereself.
0:07:35 > 0:07:39At night, we can hear scratching and running across the loft.
0:07:39 > 0:07:41I can't sleep properly at night
0:07:41 > 0:07:43because I'm scared in case a rat comes on me.
0:07:44 > 0:07:47Rogue rodents, and they are stubborn!
0:07:47 > 0:07:51The landlord's sent a pest controller around to visit the property
0:07:51 > 0:07:52but Martin still isn't happy
0:07:52 > 0:07:55because this doesn't seem to have sorted the problem.
0:07:55 > 0:07:58They've put the poisons down, they're saying to me
0:07:58 > 0:08:02leave it for three weeks, then come back and bait it again.
0:08:02 > 0:08:05In those three weeks, there's going to be more rats coming in.
0:08:05 > 0:08:07Have I still got to live in a bungalow,
0:08:07 > 0:08:10knowing I've got health problems, I've got a bad heart,
0:08:10 > 0:08:14my girlfriend's got health problems, and they expect us to live in a place like this?
0:08:15 > 0:08:19Understandably fed up with their infestation, Martin has
0:08:19 > 0:08:23called in Tendring housing officers Grant and Ian to investigate.
0:08:25 > 0:08:27Hello, from Tendring Council.
0:08:27 > 0:08:31Mr Smith? Just come to look at your bits and pieces and whatever.
0:08:32 > 0:08:36- How long has this been happening for?- Now about a week.
0:08:36 > 0:08:39I know this is not ideal for you because your house -
0:08:39 > 0:08:42it's lovely in here - but we've got to look at it strategically
0:08:42 > 0:08:45and the best way to attack it. Cos the last thing
0:08:45 > 0:08:47I want is for it to be even worse to live in for you.
0:08:47 > 0:08:50So I want to go and have a look round the property,
0:08:50 > 0:08:52see where they're getting in, see what we can come up with,
0:08:52 > 0:08:55see how the best way to attack this is.
0:08:55 > 0:08:58It's thought that the UK's rat population may have doubled
0:08:58 > 0:09:01in the last decade and of course rats spread diseases.
0:09:01 > 0:09:05Grant and Ian need to find out where the rats are getting in. First stop, the loft.
0:09:05 > 0:09:08Which Ian is enjoying a bit too much.
0:09:08 > 0:09:11I want one to jump on his head - that would be excellent,
0:09:11 > 0:09:14that would make my day, that would.
0:09:14 > 0:09:16Don't look like a lot of movement up there, does it,
0:09:16 > 0:09:20there's no evidence of any sort of droppings, what I can see.
0:09:20 > 0:09:23Yeah, but you need to look in the bathroom, Grant.
0:09:24 > 0:09:28Found another hole behind where your waste pipe goes through the floor,
0:09:28 > 0:09:32and on the edge of this multi-quick, I've got actual visible teeth marks.
0:09:32 > 0:09:36Cos normally what rats will do if they're in the drains, they'll go for light, so they'll come through
0:09:36 > 0:09:39the back of these pan connectors cos they can see through them.
0:09:39 > 0:09:42Looks like the rats are finding their way in wherever they can
0:09:42 > 0:09:46and have the run of the place - from the very top to the very bottom.
0:09:46 > 0:09:49You know, you sit on the toilet you're going a number two
0:09:49 > 0:09:50and you see a rat come up.
0:09:50 > 0:09:53- Now if that rat had bit me on the - BLEEP,
0:09:53 > 0:09:56I would have been in hospital.
0:09:56 > 0:09:59So where predominantly do you hear them, actually?
0:09:59 > 0:10:02In the kitchen, in here and all in the walls. I hear at night..
0:10:02 > 0:10:04What, in the internal walls?
0:10:04 > 0:10:05Yes, I hear...
0:10:05 > 0:10:08- What, in there?- In there. In the walls. I hear scratching.
0:10:08 > 0:10:11Not loud, it's sort of like...
0:10:11 > 0:10:13And I hear actual running across.
0:10:13 > 0:10:15The team heads outside.
0:10:17 > 0:10:20The presence of the rats, big gap we've got there,
0:10:20 > 0:10:22is obviously an access point.
0:10:22 > 0:10:26I'm trying to identify where they're potentially coming from, what
0:10:26 > 0:10:30they're attracted to there and why they're getting into the property.
0:10:30 > 0:10:35Maybe in some instances you may have a tenant that's feeding birds
0:10:35 > 0:10:39etc, you may have areas where rats can take harbourage and live
0:10:39 > 0:10:41and if you've got a food source, they'll come out.
0:10:43 > 0:10:48Here, get a couple of snaps in here. Ian, can you see the bait they are in?
0:10:48 > 0:10:50The big blue pasta bait, isn't it?
0:10:52 > 0:10:54Yeah, the bait hasn't been taken.
0:10:54 > 0:10:57What did you find under there, Ian? What's happened here, Ian?
0:10:57 > 0:11:00I think that's a wooden trap, isn't it?
0:11:00 > 0:11:03I actually can't see any droppings in this area, which
0:11:03 > 0:11:07surprises me, I thought we would, but he has baited. I don't know.
0:11:07 > 0:11:11Oh, I can see one or two little droppings there, on reflection.
0:11:11 > 0:11:15Martin doesn't want to take a closer look...and I can't say I blame him.
0:11:15 > 0:11:18Oh, there, yeah, that's pretty good, that.
0:11:18 > 0:11:21So that's where the rats are getting in. But what's attracting them
0:11:21 > 0:11:22in the first place?
0:11:22 > 0:11:26Coming up - it looks like there may be a very ready supply of food
0:11:26 > 0:11:28and shelter just next door.
0:11:28 > 0:11:31They're picking this up and they'll pick that as well.
0:11:31 > 0:11:34This sort of rubbish, they'll live amongst that under sheds.
0:11:34 > 0:11:35I can't get it shifted cos I...
0:11:35 > 0:11:38And I haven't got the money to get the stuff shifted.
0:11:43 > 0:11:47In 2013, the social housing sector was hit by one of the most
0:11:47 > 0:11:52controversial welfare reforms for a while - spare room subsidy.
0:11:52 > 0:11:56It's become known as the bedroom tax and it reduced the housing
0:11:56 > 0:12:00benefit of tenants considered to be under-occupying their homes.
0:12:01 > 0:12:05One year on, nearly half a million households have been affected.
0:12:05 > 0:12:08We're in the Borough of Stevenage, where it's
0:12:08 > 0:12:10the job of housing officer Simon Nuttall
0:12:10 > 0:12:14to make sure that all the households affected in his borough
0:12:14 > 0:12:15know what support is available.
0:12:15 > 0:12:19When it first happened, our arrears calls tripled.
0:12:19 > 0:12:21It is kind of starting to peter down
0:12:21 > 0:12:24as people have got used to it, but a lot of people are unaware
0:12:24 > 0:12:26of the options that are available to them.
0:12:26 > 0:12:30Once Simon's made contact, he assesses each tenant to find out
0:12:30 > 0:12:33if they qualify for a discretionary housing payment.
0:12:33 > 0:12:36I'd like to find out more about the effects of the spare room subsidy,
0:12:36 > 0:12:39so I'm going to help Simon on some of his house calls...
0:12:39 > 0:12:42Don't worry, I've checked. He is old enough to drive.
0:12:42 > 0:12:44So you have to use your own car?
0:12:44 > 0:12:51Yes, I do, I only passed my test about a month ago. If that.
0:12:51 > 0:12:54- Is it rude of me to ask you how old you are?- I am 23.
0:12:57 > 0:13:00- I am nearly twice your age. - That's all right.
0:13:00 > 0:13:02It doesn't matter, because you are my boss.
0:13:02 > 0:13:04- Exactly.- That's what counts here.
0:13:04 > 0:13:05An upwards star.
0:13:08 > 0:13:11'Now I really do feel like a mature student.'
0:13:11 > 0:13:15I used to volunteer for the Citizens Advice Bureau before I did this.
0:13:15 > 0:13:19That's where I got the bulk of my knowledge.
0:13:19 > 0:13:22You kind of have this rose-tinted view of tenants
0:13:22 > 0:13:26and how they are - you think that they're really hard done by.
0:13:26 > 0:13:29You learned that lesson very young, if you don't mind me saying, Simon.
0:13:29 > 0:13:32- That is fine.- You're not going to get all cynical, are you?- No.
0:13:32 > 0:13:34Because you have... To do this job, presumably
0:13:34 > 0:13:38you have to be motivated by wanting to do the right thing for people?
0:13:38 > 0:13:41- And help people?- Well, yes, and that is why I went for this role
0:13:41 > 0:13:44because I do want to help people.
0:13:44 > 0:13:47So in Stevenage, what sort of council stock have you got?
0:13:47 > 0:13:51We have just over 1,000 properties in Stevenage.
0:13:51 > 0:13:55Have you got any idea how many of them are under-occupied?
0:13:55 > 0:14:00Yes, there are 668 at our last count who are under-occupying.
0:14:00 > 0:14:02It is your job to get, well, our job to get...
0:14:02 > 0:14:06- Well, yeah, our job today.- ..to get round all of them.- Indeed.- If we can.
0:14:08 > 0:14:14Simon is only 23. I'm roughly... I'm not quite twice his age.
0:14:14 > 0:14:19But I have been previously, during the last year or two.
0:14:19 > 0:14:20I have been twice his age.
0:14:22 > 0:14:25He is my boss, he can tell me what to do today.
0:14:25 > 0:14:28He seems to know what he is doing, anyway.
0:14:28 > 0:14:30So that is a good thing.
0:14:30 > 0:14:33- OK. Let's go, boss.- Onwards.
0:14:33 > 0:14:36It's the first appointment - let see how it's done.
0:14:41 > 0:14:43DOGS BARK
0:14:43 > 0:14:46This doesn't bode well, does it? This is not looking brilliant.
0:14:46 > 0:14:47We are bang on time as well.
0:14:48 > 0:14:50So I'll give it, like, a big knock?
0:14:50 > 0:14:53- Go for it, give it.- Shall I? - Give it a...
0:14:53 > 0:14:57Got about 400 of these left to do.
0:14:57 > 0:14:59Just today.
0:14:59 > 0:15:02Simon is trying to get round to your houses, people of Stevenage,
0:15:02 > 0:15:05to let you know how you can deal with under-occupancy.
0:15:11 > 0:15:13No, no answer.
0:15:13 > 0:15:14We have kind of struck out a bit.
0:15:14 > 0:15:17- Scuppered.- Yeah. - Feel like I have disappointed you.
0:15:17 > 0:15:20I don't hold you responsible in any way.
0:15:21 > 0:15:25Not a great start - so we've decided to try our luck across town
0:15:25 > 0:15:27cold-calling on known under-occupiers.
0:15:27 > 0:15:30I can already see it's going to be a problem.
0:15:30 > 0:15:35You see, you have a few things in your favour. You are...
0:15:35 > 0:15:36My charm and good looks?
0:15:36 > 0:15:39You have got charm and good looks.
0:15:39 > 0:15:43You're fresh, if you don't mind me saying so, fresh-faced.
0:15:43 > 0:15:46- Yeah.- You are youthful, you've got the enthusiasm.
0:15:46 > 0:15:48I have got so much against me.
0:15:48 > 0:15:52- Aww.- On that score. - I think you are putting yourself down, unreasonably so.
0:15:52 > 0:15:55I look like the sort of guy who is only there to deliver bad news
0:15:55 > 0:15:57and to be honest that is what I have spent my career doing...
0:15:57 > 0:16:00- so far, so I'm... - A face for disaster.
0:16:00 > 0:16:02A face for disaster, exactly.
0:16:03 > 0:16:05I can't get any more doors slammed in my face.
0:16:05 > 0:16:07I'd better get my spiel right!
0:16:07 > 0:16:11So what I am planning on saying is, "Hello, we've got
0:16:11 > 0:16:14"you on a list as under-occupying this property. Did you know
0:16:14 > 0:16:17"there may be ways we can help you with that situation?"
0:16:17 > 0:16:19- Yep, that's good. - Let's give it a go.
0:16:25 > 0:16:26Belt and braces.
0:16:29 > 0:16:32'Why am I so nervous? I'm here to be nice.
0:16:32 > 0:16:33'Makes a good change.'
0:16:35 > 0:16:38It's all right, it looks like you're getting out of it.
0:16:39 > 0:16:43- On to the next.- 'This is frustrating...they could at least make the effort to be in.
0:16:43 > 0:16:45'OK, Simon can do the next one.'
0:16:49 > 0:16:53Some of these situations can be very complicated.
0:16:53 > 0:16:57For instance, the age of the children in a family can decide
0:16:57 > 0:17:00whether their house is fully or under-occupied.
0:17:01 > 0:17:04Have a lovely day. Sorry to drag you down.
0:17:04 > 0:17:09So the situation there - she was on this list for under-occupancy...
0:17:09 > 0:17:12- Yeah.- ..but then it sounds like
0:17:12 > 0:17:15she'd fulfilled all the criteria to have all those rooms filled.
0:17:15 > 0:17:18Yes, she mentioned that she wasn't any longer, since December.
0:17:18 > 0:17:20Her daughter has just turned ten.
0:17:20 > 0:17:24So because she has turned ten, she wouldn't be expected to share with anyone.
0:17:24 > 0:17:27So at that point, she is no longer under-occupying.
0:17:27 > 0:17:29So it's not one person, one bedroom.
0:17:29 > 0:17:33The rules state one bedroom should be allocated for:
0:17:45 > 0:17:47Anything else is considered under-occupying.
0:17:47 > 0:17:49And that's a lot tougher than I thought.
0:17:49 > 0:17:52I mean, that is a busy little household there, isn't it?
0:17:52 > 0:17:56So you can hardly... That doesn't look under-occupied.
0:17:56 > 0:17:58- But she took it well.- She did.
0:17:58 > 0:18:04You know, she could have got shirty and said, "I'm fine here." But she didn't.
0:18:04 > 0:18:06Good work.
0:18:06 > 0:18:08Right, where are we going next?
0:18:09 > 0:18:12OK, we tried.
0:18:12 > 0:18:14Is that about right for your strike rate?
0:18:14 > 0:18:18Ish, it is a bit hit and miss.
0:18:18 > 0:18:21We do try and do evening visits where we can increase
0:18:21 > 0:18:23the chances of them being in.
0:18:31 > 0:18:33- Right, no answer.- No.
0:18:34 > 0:18:38'I think the people of Stevenage may be hiding from me.'
0:18:38 > 0:18:40Well, Simon, you know we fought the good fight,
0:18:40 > 0:18:43- we tried to bring people...- That's all we can do.
0:18:43 > 0:18:46..some good news. They chose not to be in.
0:18:46 > 0:18:50I do feel a little bit like a double glazing salesman going door to door.
0:18:50 > 0:18:53- Never mind.- Indeed..
0:18:53 > 0:18:55Maybe I'm the problem.
0:18:55 > 0:18:58Coming up, Simon actually does meet a tenant
0:18:58 > 0:19:00suffering from spare room subsidy woes.
0:19:00 > 0:19:02I don't really know, I've got no choice.
0:19:02 > 0:19:05If I don't pay, I get rent arrears
0:19:05 > 0:19:07and that is when they threaten to evict me.
0:19:07 > 0:19:09She has paid over £1,000 alone
0:19:09 > 0:19:12so far just on under-occupation charge alone.
0:19:16 > 0:19:20Keeping a roof over the head of your family can be a struggle at the best of times.
0:19:20 > 0:19:27In 2013, there were 57,000 families living in temporary accommodation.
0:19:27 > 0:19:28Lots of us lose our homes
0:19:28 > 0:19:31and a lot of the time it's through no fault of our own.
0:19:31 > 0:19:35One of the best parts of being a housing officer is to help
0:19:35 > 0:19:38people out of exactly that situation.
0:19:38 > 0:19:42And at Waveney Council in Suffolk, housing officer Fern Lincoln
0:19:42 > 0:19:47is hosting a drop-in service to find out what each person needs.
0:19:47 > 0:19:50People will come and see us for different things.
0:19:50 > 0:19:53Normally would be because they are either losing their home
0:19:53 > 0:19:56through rent arrears or mortgage repossession,
0:19:56 > 0:19:58relationship breakdown.
0:19:58 > 0:20:01Perhaps a parent that is evicting their children
0:20:01 > 0:20:03because they can't manage anymore.
0:20:03 > 0:20:06There is a lot of people that are very vulnerable and are
0:20:06 > 0:20:10actually sleeping rough and they have been sleeping rough for months.
0:20:10 > 0:20:12We try and assist them as much as we can to give them
0:20:12 > 0:20:16as many options as we can within our statutory obligations, to see
0:20:16 > 0:20:19whether we can provide emergency accommodation for them.
0:20:19 > 0:20:22Or whether we can assist by doing referrals,
0:20:22 > 0:20:26offering hostel accommodation or any other available options, really.
0:20:26 > 0:20:29Today, Fern's meeting 38-year-old Neil Cowell
0:20:29 > 0:20:34and his family, who are facing some really difficult housing problems.
0:20:34 > 0:20:37After the breakdown of his marriage, Neil had to leave his home.
0:20:37 > 0:20:40He's now in temporary lodgings, which are fine,
0:20:40 > 0:20:42but they are not working out for him.
0:20:43 > 0:20:47I currently live in a room above a pub.
0:20:49 > 0:20:52That is not really a life, it's just living in a bedroom.
0:20:53 > 0:20:55We have got shared facilities.
0:20:55 > 0:21:03Um, we've got a bathroom I share with three other rooms. That's it.
0:21:03 > 0:21:06We've got no cooking facilities at all.
0:21:06 > 0:21:09If I want to eat, I have to go down the pub and buy a meal.
0:21:09 > 0:21:12It is not like a home, living there, no.
0:21:12 > 0:21:16But Neil's situation is much more serious than it first appears.
0:21:16 > 0:21:21Neil's always been a healthy child.
0:21:21 > 0:21:24Um... Doctors was for wimps.
0:21:26 > 0:21:2912 months ago, Neil's Mum Janine received a call that changed
0:21:29 > 0:21:32all of their lives for ever.
0:21:32 > 0:21:35His wife did ring up and tell me that he was ill.
0:21:35 > 0:21:39Apparently, he started having seizures.
0:21:39 > 0:21:44When he went into hospital,
0:21:44 > 0:21:47they found out that he had
0:21:47 > 0:21:50type 1 diabetes.
0:21:50 > 0:21:55They said he was epileptic and then they gave him the bombshell -
0:21:55 > 0:21:58that he had a cancerous brain tumour.
0:21:58 > 0:22:02An operation to remove the tumour was partially successful,
0:22:02 > 0:22:07leaving Neil with limited mobility and prone to frequent seizures.
0:22:07 > 0:22:11'I don't know, I don't know when I am going to have a fit. I really don't.'
0:22:11 > 0:22:14I had five blackouts over one weekend.
0:22:14 > 0:22:16I did, at the pub the other night, fall down the stairs.
0:22:19 > 0:22:22Neil's quality of life has been greatly affected
0:22:22 > 0:22:24and his prognosis is bleak.
0:22:24 > 0:22:26It's a type of tumour that creeps,
0:22:26 > 0:22:30so, apparently, although they have operated on Neil...
0:22:31 > 0:22:33..it has got everywhere.
0:22:35 > 0:22:36It's like a vine...
0:22:38 > 0:22:41..and it's...it will kill him.
0:22:50 > 0:22:54Neil has struggled so far to find anywhere that is right for him to live.
0:22:54 > 0:22:58Finding a home through the council could be the only hope for him and his family.
0:22:58 > 0:23:00Hello, Neil.
0:23:00 > 0:23:02Fern really has her work cut out.
0:23:02 > 0:23:05This sounds like a really complicated and sensitive case.
0:23:05 > 0:23:08So you came over to Lowestoft because your mum is here,
0:23:08 > 0:23:12- and she is good support to you, yeah?- Yeah.
0:23:12 > 0:23:14We want to make sure the accommodation
0:23:14 > 0:23:17we provide is suitable for your needs.
0:23:17 > 0:23:20So would you prefer ground floor accommodation? Yeah.
0:23:20 > 0:23:21- Definitely.- Yeah.
0:23:21 > 0:23:25Neil will be banded by the council from A to E.
0:23:25 > 0:23:27The higher the banding, the more urgent the case.
0:23:27 > 0:23:31Our medical officer will look at what banding we can give you.
0:23:31 > 0:23:35And if we can get that banding reassessed to enable you to be
0:23:35 > 0:23:39boosted up to a better queue position, then hopefully
0:23:39 > 0:23:42you will be offered something through the register.
0:23:42 > 0:23:45Once given a band, tenants are able to bid on two council-run
0:23:45 > 0:23:47properties every week.
0:23:47 > 0:23:50The highest banded will get first refusal.
0:23:50 > 0:23:53We don't know at this stage how serious the situation is.
0:23:53 > 0:23:57It could be that he has a few weeks to live, a few months.
0:23:57 > 0:24:00So he's going through treatment, he has had an operation,
0:24:00 > 0:24:03and we are just trying to do everything that we can
0:24:03 > 0:24:06to make his life the best that we can,
0:24:06 > 0:24:08to have a roof over his head so that he is comfortable
0:24:08 > 0:24:12and lives near his mum for support.
0:24:12 > 0:24:13To have Neil close by...
0:24:15 > 0:24:19..in a safe, comfortable environment.
0:24:19 > 0:24:24I think he deserves, for the little bit of life he has got...
0:24:26 > 0:24:28- SOBBING:- ..to feel safe.
0:24:31 > 0:24:37The best thing the council could do for me is finding me a bungalow,
0:24:37 > 0:24:45one bedroom, near my mum, just to make it easy.
0:24:45 > 0:24:48I don't want to be away from my mum...
0:24:48 > 0:24:51at the end of the day. I feel that I need that help.
0:24:53 > 0:24:57Later, we'll join Neil as he begins his search for a new home.
0:24:57 > 0:25:00I think I'd be happy here. It is wicked.
0:25:05 > 0:25:07It's the job of housing officers across the UK to
0:25:07 > 0:25:11make sure that people have a decent place to live.
0:25:11 > 0:25:14I'm really concerned about how you are living here
0:25:14 > 0:25:16and I want to get it fixed for you.
0:25:16 > 0:25:20I'm going to be working alongside the men and women who do just that.
0:25:20 > 0:25:23That thing in the corner there, growing out of the skirting,
0:25:23 > 0:25:24it looks like a sea sponge.
0:25:24 > 0:25:27I'm hitting the streets,
0:25:27 > 0:25:28I'm learning on the job...
0:25:28 > 0:25:32- We call that flash banding. - A temporary fix, isn't it?
0:25:32 > 0:25:36..to find out what it takes to make sure that every house
0:25:36 > 0:25:37is fit to be called home.
0:25:37 > 0:25:40I know I've only been in the job for a bit, but this is a shocker.
0:25:40 > 0:25:43You've got three boys? Where does everybody sleep?
0:25:43 > 0:25:45You seem to get very angry.
0:25:45 > 0:25:47I've had too many people mug me off.
0:25:52 > 0:25:57In Tendring, tenants Martin and Paula have been plagued by rats.
0:25:57 > 0:26:00I've got rats coming in the kitchen, I've got rats in the loft,
0:26:00 > 0:26:02I've got rats obviously in the bathroom.
0:26:02 > 0:26:04I can't sleep properly at night
0:26:04 > 0:26:06because I'm scared in case a rat comes on me.
0:26:06 > 0:26:09To help solve the problem, they've called in local
0:26:09 > 0:26:13housing officers Grant and Ian to investigate.
0:26:13 > 0:26:15I can see one or two little droppings there,
0:26:15 > 0:26:17actually, on reflection.
0:26:17 > 0:26:19Oh, there, yeah!
0:26:19 > 0:26:22They've spotted where the rats are getting into the house,
0:26:22 > 0:26:25but Grant and Ian want to know what's attracting them.
0:26:25 > 0:26:28It's not long before attention turns to next door.
0:26:28 > 0:26:32There's boards around back there, ain't there? Potential...there.
0:26:32 > 0:26:35- And there's food...- And there is food and there's shelter as well.
0:26:35 > 0:26:36That is what you need.
0:26:36 > 0:26:39That is definitely a food sauce. Look, the grain is all on the floor.
0:26:39 > 0:26:41That is like taking candy from a baby.
0:26:41 > 0:26:44Look...straight there, so...
0:26:44 > 0:26:47- It is ideal for...- We've got to deal with that.
0:26:47 > 0:26:49It's time to have a word with the neighbour.
0:26:49 > 0:26:51The reason why I wanted to speak to you, sir,
0:26:51 > 0:26:54is because your neighbour here has got a problem
0:26:54 > 0:26:55with rats under his floors.
0:26:55 > 0:26:57I get them from underneath my shed.
0:26:57 > 0:26:59It's coming from that lot down there.
0:26:59 > 0:27:02The culprit could be the neighbour's cat food,
0:27:02 > 0:27:05which is basically a ratty ready meal.
0:27:05 > 0:27:08Do you see her much, or he, the cat?
0:27:08 > 0:27:10He does come occasionally, yeah.
0:27:10 > 0:27:15Because the trouble is, again, that is offering...
0:27:15 > 0:27:18That's a food source. Really need that off the floor.
0:27:18 > 0:27:20They are picking this up and they'll pick that as well.
0:27:20 > 0:27:22- I've only come to... - They'll pick anything,
0:27:22 > 0:27:25anything that's a food source, that's encouraging them.
0:27:25 > 0:27:28This sort of rubbish, they can live amongst that, under the shed...
0:27:28 > 0:27:30I can't get it shifted. I can't get it shifted cos I'm out of shape
0:27:30 > 0:27:33and I haven't got the money to get the stuff shifted.
0:27:33 > 0:27:35Cos the problem is we will serve a notice if you don't do it,
0:27:35 > 0:27:39unfortunately, because it is a potential for a food source.
0:27:39 > 0:27:41- Well, I will get it done.- Yeah, OK.
0:27:41 > 0:27:44Perhaps the mystery has been solved.
0:27:44 > 0:27:47We've got the food source next door, in the garden.
0:27:47 > 0:27:51And there's an opening, it's like, "Come in and have a party."
0:27:51 > 0:27:54So that's where I think they're getting in...OK?
0:27:54 > 0:27:59I think the best way to go now is get all these holes filled up
0:27:59 > 0:28:02in here and we'll speak to the landlord via the managing
0:28:02 > 0:28:04agent to do these works.
0:28:04 > 0:28:08OK, right. Thank you for your time anyway...and we'll be in touch.
0:28:09 > 0:28:11Job done.
0:28:11 > 0:28:15Grant and Ian head back to the office to contact the landlord.
0:28:15 > 0:28:19Hopefully, I don't get no more rats coming in from next door,
0:28:19 > 0:28:23if he has had them, and hopefully I want to solve the problem
0:28:23 > 0:28:27and get on with my life, live in my bungalow and get on with day
0:28:27 > 0:28:31to day work, and that's it. That is all what I want to happen.
0:28:31 > 0:28:34Despite the neighbour clearing the yard of the cat food and rubbish
0:28:34 > 0:28:37that was attracting the rats, the council and the landlord are
0:28:37 > 0:28:41still working to completely clear the infestation.
0:28:41 > 0:28:44Fingers crossed Martin and Paula can finally get rid
0:28:44 > 0:28:46of these pests once and for all.
0:28:51 > 0:28:53Back in Lowestoft,
0:28:53 > 0:28:56Neil Cowell is urgently trying to find a new home.
0:28:56 > 0:29:00His failing health means he needs to move closer to his family.
0:29:02 > 0:29:0912 months ago I found out I've got brain cancer, level three...
0:29:09 > 0:29:12epilepsy and diabetes.
0:29:12 > 0:29:15I was all healthy before that. Never been out of work in my life.
0:29:18 > 0:29:21It was all pretty good until then.
0:29:21 > 0:29:23Neil's currently living in digs above a pub.
0:29:23 > 0:29:26He's applied to Waveney Council for help.
0:29:26 > 0:29:29His living situation and poor health could put Neil near
0:29:29 > 0:29:33the top of the housing list, which for mum Janine would be a lifeline.
0:29:34 > 0:29:36With his condition, he really,
0:29:36 > 0:29:40really does need a ground floor flat...
0:29:41 > 0:29:44..hopefully a bungalow, because he is having fits.
0:29:45 > 0:29:49And...if the council couldn't help Neil out,
0:29:49 > 0:29:54we would just have to go looking at private property.
0:29:54 > 0:29:57But the minute that I mention that Neil has got health issues,
0:29:57 > 0:29:59they don't want to know.
0:29:59 > 0:30:02For Neil, a new home couldn't come too soon.
0:30:02 > 0:30:08I'd like to be in a house that is safe and secure.
0:30:08 > 0:30:11It is quite hard at the pub.
0:30:11 > 0:30:16At Waveney Council, housing officer Fern has news of Neil's application.
0:30:16 > 0:30:18We have looked at his medical information
0:30:18 > 0:30:22and, as a result, we have awarded a banding on his medical needs.
0:30:22 > 0:30:24It is quite severe...
0:30:24 > 0:30:28to the point where we don't know how long he has got.
0:30:28 > 0:30:33It is very hard to talk to someone that is in that position.
0:30:33 > 0:30:36All we can do is encourage him to bid for properties
0:30:36 > 0:30:41and when that property comes up, he can apply for it.
0:30:41 > 0:30:46Neil's been given an A banding, making him a high priority case.
0:30:46 > 0:30:49He's now able to bid for properties on the council register.
0:30:49 > 0:30:54The property that I have applied for last night is a one-bedroom
0:30:54 > 0:30:58flat...that is on the first level.
0:30:58 > 0:31:00But it is a good property, it looks like,
0:31:00 > 0:31:05and it is only just down the road, so it is not far away at all.
0:31:07 > 0:31:10Today the family are all going to check it out.
0:31:13 > 0:31:17I think it looks really nice from the outside, yeah.
0:31:18 > 0:31:21Housing Association representative Debbie Pryke
0:31:21 > 0:31:23is there to show them around.
0:31:23 > 0:31:26Now the steep stairs could be an issue...
0:31:26 > 0:31:30but once upstairs, things start to look good.
0:31:34 > 0:31:36It's all right, innit?
0:31:36 > 0:31:38- A nice size.- Yeah, yeah, definitely.
0:31:38 > 0:31:40Your bed could go there...
0:31:40 > 0:31:42sort of a long there,
0:31:42 > 0:31:45and you could have your wardrobes there and...
0:31:45 > 0:31:46- You like it?- Yeah.
0:31:46 > 0:31:50They are nice flats. There is not a lot to dislike about them, is there?
0:31:50 > 0:31:53- We have got a really nice outlook, haven't we, Neil?- Yeah.
0:31:53 > 0:31:56- Is it gas central heating? - Yeah.
0:31:56 > 0:31:59Yes, which is obviously a bonus for you, isn't it?
0:31:59 > 0:32:00This is nice.
0:32:00 > 0:32:04'First impressions of the flat are that it is really nice.'
0:32:04 > 0:32:09The kitchen is lovely, same as the bedroom.
0:32:09 > 0:32:12The lounge needs repainting but that is about it.
0:32:12 > 0:32:19They've got social housing here to help me with...just keeping sorted.
0:32:19 > 0:32:22If I have an epileptic fit,
0:32:22 > 0:32:25someone will be about that I can get hold of,
0:32:25 > 0:32:27so I think that will be a good thing.
0:32:27 > 0:32:29I think that I will be happy here. It is wicked.
0:32:31 > 0:32:32But there is one problem.
0:32:32 > 0:32:35- Why? - It has got a bath.
0:32:35 > 0:32:38You can't have a bath, Neil, there is no way.
0:32:38 > 0:32:41And for Neil, this is more important than most.
0:32:41 > 0:32:44I am fitting once a week at the moment,
0:32:44 > 0:32:48so ideally there would be a shower here that I could use...
0:32:48 > 0:32:50and I wouldn't drown in it.
0:32:50 > 0:32:53Having a fit in the bath could be fatal,
0:32:53 > 0:32:55but Debbie might be able to help.
0:32:55 > 0:32:58So you would be interested if there was a shower?
0:32:58 > 0:33:00- Yeah, definitely.- OK.
0:33:00 > 0:33:03It is a really nice flat.
0:33:03 > 0:33:07So the next move is then I will go back and I'll discuss
0:33:07 > 0:33:09as to whether we can put a shower in here for you.
0:33:09 > 0:33:13- I should be able to get that reply for you today, so...- Right.
0:33:16 > 0:33:18- Nice to meet you. - Thank you, yeah.
0:33:18 > 0:33:22'It would be almost the perfect house without the bath.
0:33:22 > 0:33:27'He can cope with the stairs for now, but the bath, definitely not.'
0:33:27 > 0:33:31The lady that viewed with us, she's going to head back
0:33:31 > 0:33:33and have a word and contact me today.
0:33:34 > 0:33:38I feel happy about the idea of having my own place.
0:33:38 > 0:33:42Yeah, just...chilling out in life a little bit.
0:33:42 > 0:33:45All the family can do now is wait.
0:33:45 > 0:33:48The wheels are in finally motion to re-home Neil
0:33:48 > 0:33:52and they could be one step closer to getting a bit of peace of mind.
0:33:53 > 0:33:57But, unfortunately, Neil was unsuccessful this time.
0:33:57 > 0:34:00An updated medical report issued to the housing team has made it
0:34:00 > 0:34:04quite clear that the house would not be suitable for Neil's needs.
0:34:06 > 0:34:09Initially, when we assessed Neil's case,
0:34:09 > 0:34:13we did look at his disability and his condition.
0:34:13 > 0:34:16Although we said that he needed a ground floor,
0:34:16 > 0:34:18we thought maybe we can stretch.
0:34:18 > 0:34:21And if there is a few steps, he might be able to manage those.
0:34:21 > 0:34:24But after the few tests that he had with the specialist,
0:34:24 > 0:34:26and the report that we had from the doctor,
0:34:26 > 0:34:31we realised that we had to make sure that it was just ground floor
0:34:31 > 0:34:32with a level access shower.
0:34:32 > 0:34:34However, this new medical report means that
0:34:34 > 0:34:38when Neil does find a home, it'll be the right one for him.
0:34:38 > 0:34:40Now my banding has improved,
0:34:40 > 0:34:42hopefully that will sort things out a bit.
0:34:44 > 0:34:46Fern has been really helpful...
0:34:46 > 0:34:48trying to sort this out.
0:34:48 > 0:34:52I feel hopeful that I will find somewhere.
0:34:52 > 0:34:56Well, I'm delighted to say that Neil's hard work finally paid off.
0:34:56 > 0:34:58He's managed to find a new tenancy in Lowestoft,
0:34:58 > 0:35:02on the ground floor, complete with walk-in shower.
0:35:07 > 0:35:11I'm back in St Helens after a police raid on a rented
0:35:11 > 0:35:14property revealed it to be in an appalling condition.
0:35:14 > 0:35:18I've joined housing officers Pam and Chrissy to investigate further.
0:35:18 > 0:35:19DOGS BARKING
0:35:19 > 0:35:22There doesn't appear to be an answer but I can hear a lot of dogs.
0:35:28 > 0:35:30You can't be rehoused without a report
0:35:30 > 0:35:32saying what the conditions are.
0:35:32 > 0:35:36Now the tenant is demanding to be rehoused,
0:35:36 > 0:35:38but she's refusing to let us in.
0:35:38 > 0:35:41I can get a warrant from court and that would be the next step.
0:35:43 > 0:35:45All right love, OK.
0:35:45 > 0:35:49Landlord Colin then arrives, and he's in for a bit of a shock.
0:35:49 > 0:35:53- You're not aware of the problems that are in the property?- No.
0:35:53 > 0:35:55The police haven't told us.
0:35:55 > 0:35:58- Nobody told us.- What's actually happened...- Because, apparently,
0:35:58 > 0:36:02we've been told that the police have been here on numerous occasions,
0:36:02 > 0:36:04but nobody's told us...
0:36:04 > 0:36:06That's why we wanted you to come today.
0:36:06 > 0:36:08That's why we've made the phone call to you.
0:36:08 > 0:36:11My side of things is to work with you and support you
0:36:11 > 0:36:13because she's causing a problem in the street.
0:36:13 > 0:36:16There are reports of... There's three dogs and nine puppies,
0:36:16 > 0:36:21plus there's substantial damage that the police found when they went in,
0:36:21 > 0:36:24so your property's getting absolutely wrecked.
0:36:26 > 0:36:28Not what Colin wants to hear, I'm sure.
0:36:28 > 0:36:30While he thinks about his options,
0:36:30 > 0:36:32Pam and Chrissy try and reason with the tenant.
0:36:32 > 0:36:33I can't hear what you're saying.
0:36:33 > 0:36:36Just come to the door so we can hear you.
0:36:36 > 0:36:39What about tomorrow? If we come back tomorrow?
0:36:39 > 0:36:40Tomorrow?
0:36:42 > 0:36:43What time?
0:36:47 > 0:36:49If we say 12.30?
0:36:49 > 0:36:52All right, I'll be back tomorrow at 12.30.
0:36:53 > 0:36:55The tenant isn't going to open up,
0:36:55 > 0:36:59so we have no choice but to retreat for now.
0:36:59 > 0:37:01Landlord Colin has a lot of properties
0:37:01 > 0:37:04and he admits he can't watch all of them all of the time.
0:37:04 > 0:37:07It's clear, with this one, he has really got his hands full.
0:37:07 > 0:37:09So, Colin, how are you enjoying being a landlord?
0:37:09 > 0:37:12- It has its ups and downs. - Definitely.
0:37:12 > 0:37:16Out of 350 houses that we manage and own altogether,
0:37:16 > 0:37:19this is not the rule - it's an exception.
0:37:19 > 0:37:23We don't... Fortunately enough, we don't have many like this,
0:37:23 > 0:37:25but when they do happen, it's big money.
0:37:25 > 0:37:28She's wrecked the front door there.
0:37:28 > 0:37:29It's just a joke, really.
0:37:29 > 0:37:33It's very difficult now because a lot of the laws and rules are
0:37:33 > 0:37:37very much in the tenant's...territory.
0:37:37 > 0:37:40It's to their advantage all the time.
0:37:40 > 0:37:44Despite any desire you might have to put this house right,
0:37:44 > 0:37:48you're saying you're struggling to get in there to do the work.
0:37:48 > 0:37:51Yeah, a lot of them just won't let us in.
0:37:51 > 0:37:52Well, not a lot of them,
0:37:52 > 0:37:56but people in houses like this won't let us in.
0:37:56 > 0:37:59We find that we can't evict people.
0:37:59 > 0:38:02It takes us three months to evict people.
0:38:02 > 0:38:04By the time you get to court, it could be five months.
0:38:04 > 0:38:07It's very difficult for us.
0:38:07 > 0:38:10We can't go out and look at houses all the time.
0:38:12 > 0:38:15The relationship between landlords and tenants
0:38:15 > 0:38:19can sometimes be tricky and, understandably,
0:38:19 > 0:38:22it seems Colin's reached the end of the line with this tenant.
0:38:22 > 0:38:24Despite returning the next day,
0:38:24 > 0:38:27Chrissy and Pam were again denied access,
0:38:27 > 0:38:30and a few days later, the tenant was finally evicted.
0:38:34 > 0:38:38Earlier on, Simon and I hit the streets of Stevenage to try and
0:38:38 > 0:38:42talk to tenants who've been affected by the spare room subsidy...
0:38:42 > 0:38:44but we didn't have much luck.
0:38:44 > 0:38:46Right, no answer.
0:38:46 > 0:38:48Now I've gone, though, fresh-faced Simon
0:38:48 > 0:38:50is able to get on with his job,
0:38:50 > 0:38:52advising social housing tenants how they can
0:38:52 > 0:38:55apply for a discretionary housing payment to top up their rent.
0:38:55 > 0:38:59Since the welfare reform, we realised that there are a lot of people
0:38:59 > 0:39:01out there who are really struggling.
0:39:01 > 0:39:02Hello, my name is Simon Nuttall.
0:39:02 > 0:39:04There is a lot of help that we can provide,
0:39:04 > 0:39:07but people aren't necessarily aware that it is out there.
0:39:07 > 0:39:08I've learnt that in Stevenage,
0:39:08 > 0:39:12no fewer than 650 homes are affected by the spare room subsidy,
0:39:12 > 0:39:17and in those homes, there are more than 800 unoccupied bedrooms.
0:39:17 > 0:39:20Simon's meeting tenant Shirley Brown,
0:39:20 > 0:39:22who lives in one of the affected homes
0:39:22 > 0:39:26and who, like many others, is trying to make ends meet.
0:39:26 > 0:39:28It has been a struggle,
0:39:28 > 0:39:32and all the commitments of other bills and things.
0:39:32 > 0:39:36Shirley's two daughters have left home, leaving two empty bedrooms.
0:39:36 > 0:39:39The new rules state that if you have one spare bedroom,
0:39:39 > 0:39:4314% of your housing benefit is deducted.
0:39:43 > 0:39:47Two or more means a 25% deduction.
0:39:47 > 0:39:49So Shirley's liable for the maximum penalty,
0:39:49 > 0:39:53which means £30 less housing benefit each week,
0:39:53 > 0:39:56which she's got to make up from her other benefits.
0:39:57 > 0:40:00Once I've paid for the bedroom tax and the gas and electric,
0:40:00 > 0:40:04that was well over half of our benefit. It is a big hole.
0:40:04 > 0:40:06I mentioned to her she has paid over £1,000
0:40:06 > 0:40:08so far since the introduction,
0:40:08 > 0:40:12just on the under-occupation charge alone.
0:40:12 > 0:40:15A key reason the spare room subsidy was brought in
0:40:15 > 0:40:20was to persuade smaller families to downsize, freeing up bigger homes.
0:40:20 > 0:40:24In Stevenage, 92 households have moved to smaller houses.
0:40:24 > 0:40:28Many are still waiting on a smaller property to become available.
0:40:28 > 0:40:31But for others, like Shirley, moving is not just
0:40:31 > 0:40:33a question of cutting back on space.
0:40:33 > 0:40:36Is there any other reasons as to why you don't want to move,
0:40:36 > 0:40:39other than the fact that you have been here for a long time?
0:40:39 > 0:40:42Any health issues or anything?
0:40:42 > 0:40:45I think moving to a completely new house
0:40:45 > 0:40:47would really turn me upside down.
0:40:47 > 0:40:51Shirley has a medical condition, which means she could qualify for
0:40:51 > 0:40:53a discretionary payment.
0:40:53 > 0:40:55It would last for 12 months and is designed
0:40:55 > 0:40:59to give her a chance to sort out her financial and housing situations.
0:40:59 > 0:41:02If, obviously, in the future, you do want to move,
0:41:02 > 0:41:04please don't feel like you can't.
0:41:04 > 0:41:07We do have an under-occupation advisor
0:41:07 > 0:41:09who tries to help people to move.
0:41:09 > 0:41:14She tries to match people in terms of what they are looking for.
0:41:14 > 0:41:18Obviously, as I said, if you don't want to move, you don't have to.
0:41:18 > 0:41:19Simon is optimistic.
0:41:19 > 0:41:21'It went quite well.'
0:41:21 > 0:41:22Her circumstances are quite good,
0:41:22 > 0:41:24in terms of the discretionary housing payment,
0:41:24 > 0:41:26because there are issues there
0:41:26 > 0:41:29and we could argue that it would be unreasonable for her to move.
0:41:29 > 0:41:31She has lived there for almost 30 years.
0:41:31 > 0:41:34It is their home. Even though it is owned by the council,
0:41:34 > 0:41:36it is where they live, it is where they've made their memories,
0:41:36 > 0:41:39and I wouldn't want to leave if that was me.
0:41:39 > 0:41:42All Simon and Shirley can do now is wait for a decision.
0:41:43 > 0:41:45Two weeks later at council HQ,
0:41:45 > 0:41:49Simon's received some news about Shirley's case.
0:41:49 > 0:41:51They have agreed to pay part of the amount
0:41:51 > 0:41:54she's losing as a result of the under occupancy,
0:41:54 > 0:41:57so they are going to pay an extra £15.57 a week,
0:41:57 > 0:41:59and they are going to do that for 12 months.
0:41:59 > 0:42:01The council has agreed to contribute more than half
0:42:01 > 0:42:03of her spare room subsidy.
0:42:03 > 0:42:06So, Simon, one down, how many more to go?
0:42:06 > 0:42:12I have completed about 225 visits, so keep on going.
0:42:12 > 0:42:16What worries me is that he seems to do so much better without me -
0:42:16 > 0:42:18this could be career-ending.
0:42:25 > 0:42:28Somebody else doing a good job is Ian and Grant in Tendring.
0:42:28 > 0:42:32They discovered the rats in Martin and Paula's house were coming from
0:42:32 > 0:42:37broken sewage pipes before setting up home in their neighbour's garden.
0:42:37 > 0:42:40Their landlord had offered them another property,
0:42:40 > 0:42:42which they refused as it was smaller.
0:42:42 > 0:42:44But they have now found an alternative home
0:42:44 > 0:42:45and are moving out soon.
0:42:45 > 0:42:48The landlord plans to make all necessary repairs to the
0:42:48 > 0:42:50bungalow once it is empty.
0:42:50 > 0:42:54That is it for today's show. Join me next time, on the front line,
0:42:54 > 0:42:56with Britain's housing officers.