0:00:02 > 0:00:05The law says everyone has the right to a safe place to live.
0:00:05 > 0:00:08- See those flies?- Yeah.
0:00:08 > 0:00:10But for thousands of people across Britain,
0:00:10 > 0:00:13the reality can be more hovel than home.
0:00:13 > 0:00:15This is vermin, vermin filth.
0:00:15 > 0:00:16Ohhhhh!
0:00:16 > 0:00:18It's not me! Blame the landlord!
0:00:18 > 0:00:21In the battle between tenants and landlords,
0:00:21 > 0:00:25it's local housing officers... who are on the front line.
0:00:25 > 0:00:27- We're coming in.- No, no.
0:00:27 > 0:00:28- Police!- Excuse me!
0:00:28 > 0:00:30'I'm Matt Allwright.'
0:00:30 > 0:00:33I'm trying to understand how the property could be
0:00:33 > 0:00:37in this condition, while rent is still coming in.
0:00:37 > 0:00:38'And I'm back on the job.
0:00:38 > 0:00:41'Once again joining the ranks of the housing enforcers.'
0:00:41 > 0:00:44It smells like pee. This is somebody's playground.
0:00:44 > 0:00:46'They are tackling problem properties...'
0:00:46 > 0:00:48It just feels like a time bomb.
0:00:48 > 0:00:51'..dealing with the consequences of nightmare neighbours...'
0:00:51 > 0:00:54- He called me a- BLEEP!
0:00:54 > 0:00:56'..and doing their best to help those in need.'
0:00:56 > 0:01:00We can stand here and look at the very rich people looking back down.
0:01:05 > 0:01:06Hello.
0:01:06 > 0:01:08'Today, I'm caught in a dogfight
0:01:08 > 0:01:10'between a warring tenant and her landlord.'
0:01:10 > 0:01:13They've got to get rid of the dogs.
0:01:13 > 0:01:15- Did you know about the dogs when they moved in?- No.
0:01:15 > 0:01:18- They had them after.- BLEEP! - This is what we get, you see.
0:01:18 > 0:01:20One man's ambitions hang in the balance.
0:01:20 > 0:01:22There's a lot of bad things in the world
0:01:22 > 0:01:25and I thought I might be able to make a change.
0:01:25 > 0:01:28I'm sure there's a lot of people who are watching this,
0:01:28 > 0:01:32their attitude would be, "Listen, mate, you're 21 years old.
0:01:32 > 0:01:34"Grow up, sort yourself out."
0:01:34 > 0:01:37And one housing officer discovers blood isn't necessarily
0:01:37 > 0:01:39thicker than water.
0:01:39 > 0:01:42- Wherever you go, I get complaints.- Really?
0:01:42 > 0:01:45Complaints about car repairs, selling cars.
0:01:45 > 0:01:48- Is it by any chance my gran, who lives at...?- Um...
0:01:51 > 0:01:53They say an Englishman's home is his castle,
0:01:53 > 0:01:57but if that place is rented, it's the job of housing officers
0:01:57 > 0:02:00to make sure it's a decent place to live.
0:02:00 > 0:02:02They keep an eye on landlords to make sure
0:02:02 > 0:02:03the property is up to scratch.
0:02:03 > 0:02:05And on some tenants to make sure
0:02:05 > 0:02:08they're keeping their half of the bargain.
0:02:11 > 0:02:15Sandwell is a metropolitan borough in the West Midlands of England.
0:02:15 > 0:02:18Consisting of six large towns,
0:02:18 > 0:02:23this diverse area has just over 121,000 households,
0:02:23 > 0:02:25four out of ten of which are rented.
0:02:29 > 0:02:32'As part of my ongoing training, I'm joining up with
0:02:32 > 0:02:36'Sandwell Council's Housing Standards Officer, Richard Hawkins.
0:02:36 > 0:02:38'Part of Richard's job is to look at
0:02:38 > 0:02:40'how a building affects the health of its tenants.
0:02:42 > 0:02:45'It's a tough job because it's not always straightforward
0:02:45 > 0:02:47'working out where responsibilities lie.
0:02:49 > 0:02:50'Today, we're returning to an estate
0:02:50 > 0:02:53'that both Richard and I are familiar with.'
0:02:54 > 0:02:58We've got a complaint at Trafalgar Court today.
0:02:58 > 0:03:02Not 100% happy with what I've found there.
0:03:02 > 0:03:05There's quite a few issues, but there's also
0:03:05 > 0:03:08issues with the tenants and how they're handling the house.
0:03:08 > 0:03:11- And with some animals they've got at the property.- Right.
0:03:11 > 0:03:14So this is one of those possibly classic examples where we have
0:03:14 > 0:03:18to try and draw the line between the property and the way
0:03:18 > 0:03:22it's being kept and the tenant and their behaviour
0:03:22 > 0:03:25- and try and work out some middle ground between the two?- Yeah.
0:03:25 > 0:03:27I've already served a notice previously
0:03:27 > 0:03:29on this property for other issues in the past.
0:03:29 > 0:03:34And rather than keep serving notices and acting independently between
0:03:34 > 0:03:37the two, I'd rather get everybody together and talk this out.
0:03:41 > 0:03:44So we're going to be looking at a flat up here today which has
0:03:44 > 0:03:47had some issues with disrepairs in it.
0:03:47 > 0:03:49The damage in the property has been
0:03:49 > 0:03:52- so extensive that the tenants have actually ripped the carpet out.- OK.
0:03:52 > 0:03:56When I came last time, the carpet was in the hallway.
0:03:56 > 0:03:59- The carpet I can see now... - It's just down there.
0:03:59 > 0:04:00It's just down there.
0:04:00 > 0:04:03Although there may not have necessarily been
0:04:03 > 0:04:04a breach of the law in this case,
0:04:04 > 0:04:06fly-tipping is a serious problem
0:04:06 > 0:04:09and costs local authorities across England
0:04:09 > 0:04:12around £45 million a year to clean up.
0:04:12 > 0:04:15If found guilty of the offence, an individual can be fined
0:04:15 > 0:04:17up to £50,000 and face up to
0:04:17 > 0:04:1912 months imprisonment.
0:04:25 > 0:04:28- Hello.- Hello!- Good morning. How are you?- Are you all right?
0:04:28 > 0:04:30'The tenant's happy to show us around the flat,
0:04:30 > 0:04:32'but has asked that her face is not shown on camera.'
0:04:32 > 0:04:36Can you explain what's happened here? What's happened in this room?
0:04:36 > 0:04:38My landlord brought me this washing machine.
0:04:38 > 0:04:42The water is coming all around the floor and then we took up the carpet.
0:04:42 > 0:04:43So the washing machine leaked,
0:04:43 > 0:04:49- and what's happening here with the cookers?- That's the old one.
0:04:49 > 0:04:52But we just bought this one cheaper. We use that one.
0:04:52 > 0:04:56'Claiming the landlord has failed to replace an existing faulty
0:04:56 > 0:04:59'cooker, the tenants have purchased and installed their own.
0:04:59 > 0:05:01'But without having access to professional advice,
0:05:01 > 0:05:06'have placed it in a potentially dangerous position.'
0:05:06 > 0:05:10If water gets under that, you could make this whole unit live.
0:05:10 > 0:05:11And you could be cooking away,
0:05:11 > 0:05:14you go to get some water and you could electrocute yourself.
0:05:14 > 0:05:17'Added to this, the flat also has a faulty window,
0:05:17 > 0:05:20'suffers from damp, the front door needs repairing
0:05:20 > 0:05:22'and the washing machine has caused a leak,
0:05:22 > 0:05:24'resulting in the damage to the carpet.
0:05:26 > 0:05:28'This is the responsibility of the landlord.
0:05:28 > 0:05:31'But one look around and it seems it's not just him
0:05:31 > 0:05:33'who's to blame for the state the flat's in.'
0:05:33 > 0:05:37- Are these your sofas, or did the landlord provide them?- Landlord.
0:05:37 > 0:05:41- They are the landlord's?- Yeah. Just...my dogs did this.
0:05:41 > 0:05:45- Your dogs have done that?- Your dogs carried out the damage to the sofas.
0:05:45 > 0:05:49- Did you tell the landlord about that?- He's coming.
0:05:49 > 0:05:51- He's seen all of this?- Yeah. - How many dogs?
0:05:51 > 0:05:53- You've got two, haven't you?- Yeah.
0:05:53 > 0:05:55It's very cramped for two dogs on a first-floor flat.
0:05:55 > 0:05:59And obviously, I can see, the dogs have bitten the trunking.
0:05:59 > 0:06:03If your dog bites into that, it's not going to be a very happy dog.
0:06:03 > 0:06:05At the very worst, it'll kill it.
0:06:05 > 0:06:07As both tenants work during the day,
0:06:07 > 0:06:11their two dogs are left alone in the flat to their own devices.
0:06:14 > 0:06:16The landlord is here.
0:06:16 > 0:06:20It's difficult to see a way forward without him getting involved.
0:06:20 > 0:06:23I think he's just at the door now.
0:06:23 > 0:06:25- This is the landlord, Mr Hamid. - Hi, there.- How are you?
0:06:25 > 0:06:28- Not bad. Yourself? - Yeah, good, thank you very much.
0:06:28 > 0:06:30When was the last time you were in this...?
0:06:30 > 0:06:34A couple of days, I think last week, when I phoned Richard.
0:06:34 > 0:06:36The state of the place had gone down.
0:06:36 > 0:06:40There was dog poo everywhere, the carpets were torn.
0:06:40 > 0:06:43We replaced it all, we done the best we could, Richard viewed it,
0:06:43 > 0:06:46the council came along, had a look. The best we could do.
0:06:46 > 0:06:48These people are not real.
0:06:48 > 0:06:51They're just taking liberties after liberties.
0:06:51 > 0:06:53I know my dogs are terrible, but I think...
0:06:53 > 0:06:57The settee's here, you can see. They're saying this is water damage.
0:06:57 > 0:07:00It's your fault, not the dogs' fault.
0:07:00 > 0:07:02They've got to get rid of the dogs.
0:07:02 > 0:07:04Did you know about the dogs when they moved in?
0:07:04 > 0:07:05No. They had them after.
0:07:05 > 0:07:07- You are a- BLEEP! BLEEP!
0:07:07 > 0:07:09- This is what you get.- I don't care.
0:07:09 > 0:07:12'It's a difficult case and tensions are rising.
0:07:12 > 0:07:14'So Richard tries to mediate between the two
0:07:14 > 0:07:18'and find a solution where both can be happy with the outcome.'
0:07:18 > 0:07:21Are there things you can do? Do you have friends with a larger house
0:07:21 > 0:07:24- that may be able to house your dogs in the day?- Yeah.
0:07:24 > 0:07:28So, can you start doing that so that they're not in the house in the day?
0:07:28 > 0:07:30You only have the dogs here when you're here
0:07:30 > 0:07:33- and you can look after them.- Yeah. - That's a good step forward.
0:07:33 > 0:07:34Right, brilliant. OK.
0:07:34 > 0:07:36Where do we want this room to be?
0:07:36 > 0:07:39Because this should be carpeted.
0:07:39 > 0:07:41- Which it was.- Which it was. It was fully carpeted.
0:07:41 > 0:07:44You can see the carpet outside which the dogs have torn.
0:07:44 > 0:07:48Somebody needs to dispose of that. Is it something you can do?
0:07:48 > 0:07:52- Can you get rid of that carpet away from there?- Yeah.- You can do that?
0:07:52 > 0:07:54- Yeah.- OK. The issues we've got, we've got the front door
0:07:54 > 0:07:57and we've got that electric box there, OK?
0:07:57 > 0:08:01So Mr Hamid has kindly offered to resolve all those issues.
0:08:01 > 0:08:04- Are you happy with that?- Yeah. - Are you happy with that, Mr Hamid?
0:08:04 > 0:08:07I said to them first, I tried to negotiate, I said, "Don't worry.
0:08:07 > 0:08:10"What's happened has happened. Let's overlook it.
0:08:10 > 0:08:13"We'll get all this cleaned up and repainted free of charge."
0:08:13 > 0:08:15But they're not doing anything...
0:08:15 > 0:08:19- Move past that one. OK. - You are a- BLEEP!
0:08:19 > 0:08:22- Come on, guys. - This is what we get, you see?
0:08:22 > 0:08:24(I don't know how he's doing this.
0:08:24 > 0:08:28(It's like two people who are at each other
0:08:28 > 0:08:31(and he's gradually picking apart individual bits
0:08:31 > 0:08:34(that can be resolved by one side or the other.)
0:08:34 > 0:08:37'The discussion reaches a bit of a stall, so Richard takes
0:08:37 > 0:08:41'the landlord outside and I have a go at mediating with the tenant.'
0:08:42 > 0:08:47Now, OK, maybe he knew the dogs were coming in, maybe he didn't know.
0:08:47 > 0:08:49- That's history.- Yeah.
0:08:49 > 0:08:54OK? But I can see that a lot of this problem is caused by the dogs.
0:08:54 > 0:08:57- So that's your responsibility.- Yeah.
0:08:57 > 0:09:01If you can do your half, then we can ask him to do his half.
0:09:01 > 0:09:04- I don't believe him. - But Richard is now on the case.
0:09:04 > 0:09:08Just let's give him the chance to sort these things out.
0:09:08 > 0:09:10Yeah? And then YOU need to sort the dogs out.
0:09:10 > 0:09:14'Both sides eventually agreed to do their bit to bring the flat
0:09:14 > 0:09:16'back up to a decent living standard.'
0:09:16 > 0:09:18We can start again today.
0:09:18 > 0:09:22- Are you going to shake hands? Can we do that?- I'm willing to.
0:09:22 > 0:09:24I'm sure I can do this. SHE LAUGHS
0:09:24 > 0:09:27- There we go.- No problem. Fantastic. - Excellent.
0:09:27 > 0:09:29'Goes to show that being a good housing officer
0:09:29 > 0:09:32'is not just about laying down the law.
0:09:32 > 0:09:34'Diplomacy was the winner here.'
0:09:34 > 0:09:37Richard, I thought that was masterly on your part.
0:09:37 > 0:09:40Because it was all getting a bit heated, wasn't it?
0:09:40 > 0:09:42Hopefully, we've managed to get control of the situation
0:09:42 > 0:09:44and try and get some responsibility from both parts.
0:09:44 > 0:09:46Because it is a 50/50 thing.
0:09:46 > 0:09:49So if we can get them in a better relationship with each other,
0:09:49 > 0:09:51everyone's a winner.
0:09:51 > 0:09:52It's all to play for.
0:09:52 > 0:09:55'But coming up, things go from bad...'
0:09:55 > 0:09:57What's causing that smell?
0:09:58 > 0:09:59'..to worse.'
0:09:59 > 0:10:02Can we just stop a sec? Is that all right?
0:10:10 > 0:10:13We're in Needham Market with Community Housing Officer
0:10:13 > 0:10:15Andrew Weavers.
0:10:15 > 0:10:18He's on his way to an address in the nearby town of Stowmarket,
0:10:18 > 0:10:21after receiving a complaint about one of his tenants.
0:10:22 > 0:10:26This is a gentleman that I've dealt with in the past at various
0:10:26 > 0:10:30addresses and lo and behold, every single address that he's been
0:10:30 > 0:10:36to, we've had complained that he's running a car repair business.
0:10:36 > 0:10:41Because it happens throughout various times of the day
0:10:41 > 0:10:47and in the evening, it causes a little bit of grief for neighbours.
0:10:47 > 0:10:50I'm just going to go and talk to him and remind him
0:10:50 > 0:10:53about his responsibilities as a council tenant.
0:10:54 > 0:10:57The rules of the council's tenancy mean that residents aren't allowed
0:10:57 > 0:11:02to run any kind of business from their home without prior consent.
0:11:02 > 0:11:05I can see there is no cars there at the moment.
0:11:05 > 0:11:07Before Andrew meets with the tenant, he wants to check
0:11:07 > 0:11:12for signs that could show that the house is being used to repair cars.
0:11:12 > 0:11:14Plenty of oil on the path.
0:11:14 > 0:11:16Cars are rocked up on the grass there,
0:11:16 > 0:11:18I would imagine at some point.
0:11:18 > 0:11:21It looks like nobody's home, but the neighbour directly opposite
0:11:21 > 0:11:26has seen Andrew arrive and wants to talk to him about the noise.
0:11:26 > 0:11:29- Do you want to have a quick chat with me?- Come in.- Is that all right?
0:11:29 > 0:11:30Yeah, fine.
0:11:30 > 0:11:36Obviously, had a complaint about car repairs and noise.
0:11:36 > 0:11:39- It's been going terrible. - How has it been affecting you?
0:11:39 > 0:11:43- What was the worst incident? - Banging and crushing and everything.
0:11:43 > 0:11:46I go to bed at eight o'clock, you see, I'm in this bedroom here.
0:11:46 > 0:11:52- I live right opposite.- Is it causing you noise at night?- Yep.
0:11:52 > 0:11:54To be honest, my problem is, over time,
0:11:54 > 0:11:59I have never really been able to, you know, get enough evidence
0:11:59 > 0:12:01to prove that he's running a car business.
0:12:01 > 0:12:03I have heard complaints of other people,
0:12:03 > 0:12:05but because he's my grandson... I didn't...
0:12:05 > 0:12:08Ah, it turns out there's no-one quite like Grandma
0:12:08 > 0:12:11when it comes to complaining about neighbourhood nuisance.
0:12:11 > 0:12:14I think they've had some kind of family row.
0:12:14 > 0:12:17- It's a difficult situation, isn't it?- Yeah.
0:12:17 > 0:12:20- Because you've had a fallout... - Yeah.
0:12:20 > 0:12:23Were you pleased, I guess, when he first moved over the road?
0:12:23 > 0:12:26Oh, I said, "It won't be too bad, you'll be able to help
0:12:26 > 0:12:30"Grandad out because he's getting older and I can't do
0:12:30 > 0:12:34"my garden like I used to, I want some work done and I will pay you."
0:12:34 > 0:12:36It started out all right.
0:12:36 > 0:12:39This isn't your average neighbourly dispute.
0:12:39 > 0:12:41While they've been talking,
0:12:41 > 0:12:44Andrew has noticed that the grandson has returned home.
0:12:44 > 0:12:47He's now even more curious to hear the other side of the story.
0:12:49 > 0:12:51ANDREW COUGHS
0:12:51 > 0:12:53- Hello, Ben?- Yes. - Do you remember me?- Yes.
0:12:53 > 0:12:56I think I've dealt with you at various addresses, haven't I,
0:12:56 > 0:12:57about cars?
0:12:57 > 0:13:02- Wherever you go, I get complaints. I'm getting some more now.- Really?
0:13:02 > 0:13:05Complaints about car repairs, selling cars.
0:13:05 > 0:13:07Is it, by any chance, my gran, who lives at number 22?
0:13:07 > 0:13:11I've had a word with your gran, but she's not the complainant,
0:13:11 > 0:13:15but when I saw it was you, alarm bells rang
0:13:15 > 0:13:17because I've dealt with you in the past.
0:13:17 > 0:13:19I've got to ask you again,
0:13:19 > 0:13:22are you running a business from your council property?
0:13:22 > 0:13:26- Unfortunately not, no.- You do repair cars?- I do fix my own cars.
0:13:26 > 0:13:28If there is a weekly turnover of cars
0:13:28 > 0:13:34and there's a noise nuisance, I am going to have to keep an eye on it.
0:13:34 > 0:13:38Anyone that has made a complaint, I will be asking them to fill out
0:13:38 > 0:13:43what we call incident log sheets and I'm encouraging people to
0:13:43 > 0:13:48tell me how many cars and registration numbers.
0:13:48 > 0:13:52Then I've got to look to put an evidence pack together
0:13:52 > 0:13:54and talk to you about it.
0:13:54 > 0:13:55It is a weekly turnover of cars.
0:13:55 > 0:14:00That car there is probably my third car since the beginning of January.
0:14:00 > 0:14:01It's quite... Yeah.
0:14:01 > 0:14:05I'm perfectly within my right to change my cars, you know what I mean?
0:14:05 > 0:14:07But how many times do you change them?
0:14:07 > 0:14:10- Quite a lot, because that's what I do.- Weekly?
0:14:10 > 0:14:12I would say weekly, yeah.
0:14:12 > 0:14:14Some people might think that is a bit of a clever way...
0:14:14 > 0:14:17That is my business and not their business.
0:14:17 > 0:14:21You're almost disguising a business running from your council property.
0:14:21 > 0:14:24Even though you say it's not a business, you keep registering cars.
0:14:24 > 0:14:28- If it was a business, I'd be rich. - It's not just your rights,
0:14:28 > 0:14:31it's everyone else's rights to a quiet and peaceful life, you know?
0:14:31 > 0:14:34If you are a nuisance to your neighbours,
0:14:34 > 0:14:37it's my job to take action against your tenancy.
0:14:37 > 0:14:39To be totally honest with you, I can let you know every car I've got
0:14:39 > 0:14:42and when I get them, if it helps you.
0:14:42 > 0:14:46It might help over the next few weeks, because that way,
0:14:46 > 0:14:50you're working with me and any complaint I get,
0:14:50 > 0:14:53I can marry them up and I can see how bad it really is
0:14:53 > 0:14:56and it just shows that we're working together.
0:14:56 > 0:14:58- So, yes, that would be really handy. - I can do that.
0:14:58 > 0:15:01It'll come out in the wash that you're not causing a problem
0:15:01 > 0:15:02- if that's the case.- OK.
0:15:02 > 0:15:05Sorry we've had to meet again under these circumstances.
0:15:05 > 0:15:07- Like you said, you're only doing your job.- Indeed.
0:15:07 > 0:15:10I'm only doing mine. BOTH LAUGH
0:15:10 > 0:15:12All right, then, fella.
0:15:12 > 0:15:15It seems that Andrew has clearly stumbled upon an ongoing
0:15:15 > 0:15:18family disagreement, but that to one side,
0:15:18 > 0:15:21there are complaints that will need further investigation.
0:15:22 > 0:15:26Well, just the one car but it's his way of getting around it
0:15:26 > 0:15:28is by changing his car every week.
0:15:29 > 0:15:34Because they're his car for a period of time.
0:15:34 > 0:15:38I don't want to classify it as a business, but I would say that
0:15:38 > 0:15:43if people are making complaints, there's a reason for that.
0:15:43 > 0:15:48If he's causing a genuine nuisance, then I have to evidence it
0:15:48 > 0:15:51and that's not going to be easy because, like he says, it's a
0:15:51 > 0:15:54hobby and I've got to try and work out,
0:15:54 > 0:15:57when does a hobby become a nuisance and vice versa?
0:15:57 > 0:15:59Andrew came to deal with a noisy neighbour,
0:15:59 > 0:16:03but sometimes you end up with much more than you bargained for.
0:16:03 > 0:16:10I didn't expect to be a go-between, between a family argument. Oh, dear.
0:16:17 > 0:16:19'Back in Sandwell,
0:16:19 > 0:16:21'Housing Standards Officer Richard Hawkins is returning to the
0:16:21 > 0:16:26'scene of some masterly mediating between landlord and tenant.'
0:16:26 > 0:16:27- You are a- BLEEP!
0:16:27 > 0:16:29This is what you get.
0:16:29 > 0:16:32(I don't know how he's doing this.)
0:16:33 > 0:16:36So we're heading back to Trafalgar Court today
0:16:36 > 0:16:40to have a look at the flat we visited last week just to see
0:16:40 > 0:16:43if any of the repairs have been carried out.
0:16:43 > 0:16:46The landlord's given me some indication that a plumber's
0:16:46 > 0:16:51been around to deal with the toilet, so hopefully, that's been resolved.
0:16:53 > 0:16:56The visit will also give him the chance to see if the tenants have
0:16:56 > 0:16:59upheld THEIR end of the bargain by cleaning up, disposing of
0:16:59 > 0:17:01the ruined carpet and making sure
0:17:01 > 0:17:03their dogs aren't left alone in the flat.
0:17:05 > 0:17:07I'm pretty confident that this should be
0:17:07 > 0:17:10resolved in an amicable way.
0:17:11 > 0:17:15But almost immediately, Richard's optimism fades.
0:17:15 > 0:17:18Right. The carpet's still here.
0:17:19 > 0:17:22It's one of the things we did ask the tenants to do.
0:17:26 > 0:17:28BARKING
0:17:28 > 0:17:33The dogs are in, so I'm hoping the tenants are in, as well.
0:17:33 > 0:17:35Otherwise, they've left the dogs again.
0:17:35 > 0:17:38On this visit, Richard can't access the property,
0:17:38 > 0:17:40so it's not clear if the dogs are in distress.
0:17:42 > 0:17:44Switched off.
0:17:44 > 0:17:46It's not great. Not great at all.
0:17:53 > 0:17:56A week later, and Richard has had complaints from the landlord
0:17:56 > 0:17:58that the workmen aren't able to access the flat
0:17:58 > 0:18:01to carry out the repairs he'd promised.
0:18:01 > 0:18:02Determined to resolve this case,
0:18:02 > 0:18:06Richard's again heading back to the flat.
0:18:06 > 0:18:08The landlord's been quite good, he sent me e-mails
0:18:08 > 0:18:11copied in from the plumber he's had out.
0:18:11 > 0:18:14So I know the landlord has made an effort to carry out repairs.
0:18:14 > 0:18:17So hopefully, we'll get in to have a look at what's been done.
0:18:19 > 0:18:22Here we are again with the same carpet out the front.
0:18:24 > 0:18:26It's been two weeks now
0:18:26 > 0:18:28since the tenants promised to remove the old carpet.
0:18:28 > 0:18:33The sight of it dumped outside the flat isn't getting any prettier.
0:18:34 > 0:18:36RICHARD KNOCKS ON DOOR
0:18:36 > 0:18:38BARKING
0:18:42 > 0:18:45- Hello.- Hello.- I'm here to just have a look at some of the repairs,
0:18:45 > 0:18:47see what your landlord's been up to.
0:18:48 > 0:18:51Finally, Richard's in, but almost immediately,
0:18:51 > 0:18:54there's a problem he can't ignore.
0:18:54 > 0:18:56So, that's no longer leaking?
0:18:56 > 0:18:58INDISTINCT
0:18:58 > 0:19:00OK.
0:19:00 > 0:19:02What's causing that smell?
0:19:06 > 0:19:09The smell is so bad that only two minutes after entering the flat,
0:19:09 > 0:19:11the film crew's forced to leave.
0:19:11 > 0:19:14Richard joins them outside to explain the problem.
0:19:14 > 0:19:17Wow! That was very potent.
0:19:21 > 0:19:24I think I'm just going to go and get a bit of fresh air.
0:19:27 > 0:19:30Can we just stop a sec? Is that all right?
0:19:32 > 0:19:36Whenever it's a smell from animals, animal faeces and things like that,
0:19:36 > 0:19:39it's something that really chokes the back of your throat.
0:19:39 > 0:19:42It's difficult to really operate and kind of conceal that.
0:19:42 > 0:19:44You just have to come out.
0:19:44 > 0:19:47And unfortunately, that's what we had to do today.
0:19:47 > 0:19:48When the landlord arrives,
0:19:48 > 0:19:52they try again to arrange a date for workmen to carry out repairs.
0:19:52 > 0:19:55So we can get in to get the repairs done, we've got...
0:19:55 > 0:19:59- What are the two dates?- Sunday. Oh!
0:19:59 > 0:20:01A-huh!
0:20:01 > 0:20:05Sunday, or Monday 23rd.
0:20:05 > 0:20:07Which one would you prefer?
0:20:07 > 0:20:11- Sunday?- Sunday, yeah.- The Sunday. Can you make sure you let them in?
0:20:11 > 0:20:13Because if you don't, I can't help you.
0:20:13 > 0:20:14- All right.- OK?
0:20:14 > 0:20:17And now, I must say, I'm standing here now,
0:20:17 > 0:20:19I can smell a really strong smell from the dogs.
0:20:19 > 0:20:21You'll get complaints from neighbours.
0:20:21 > 0:20:25And if that happens, the council will have to do something about it.
0:20:25 > 0:20:27- Thank you for your time.- All right. - Bye-bye.- Thank you.
0:20:30 > 0:20:31RICHARD COUGHS
0:20:31 > 0:20:33Right, well, thanks for that, Mr Hamid.
0:20:33 > 0:20:35No problem at all. Thank you once again.
0:20:35 > 0:20:38- So you're going to get the repairmen out for those bits.- Yeah.
0:20:38 > 0:20:41I understand the problems you've got with that property,
0:20:41 > 0:20:43I've seen and smelt it for myself today.
0:20:43 > 0:20:46I'm going to do what we can to help you with that and hopefully,
0:20:46 > 0:20:48we'll try and get things sorted.
0:20:48 > 0:20:51I'm happy the council can see what's going on and what the real
0:20:51 > 0:20:53issues are and they're going to do something about it.
0:20:53 > 0:20:57Because it's a health environment issue, the way they're living.
0:20:57 > 0:21:00So it's nothing to do with the landlord, we can only do so much.
0:21:00 > 0:21:01It's the way these people are living.
0:21:01 > 0:21:05It's about time the council see it's the tenants and not the landlords.
0:21:05 > 0:21:08For Richard, enough is enough.
0:21:08 > 0:21:11It's in my mind, filthy and verminous,
0:21:11 > 0:21:14which basically means it's going to be a risk to human health.
0:21:14 > 0:21:16It could be encouraging vermin, it's unhygienic.
0:21:16 > 0:21:18That's unacceptable in my mind,
0:21:18 > 0:21:20so it's something that's going to push towards a notice
0:21:20 > 0:21:24and perhaps enforcement against the tenants, unfortunately.
0:21:29 > 0:21:33Sometimes, the conditions that tenants find themselves living in
0:21:33 > 0:21:35make you really feel sorry for them.
0:21:35 > 0:21:37But in other cases, like this one,
0:21:37 > 0:21:39it's easier to see the landlord's point of view.
0:21:39 > 0:21:42He's shown real patience dealing with this property's
0:21:42 > 0:21:44disgusting condition.
0:21:44 > 0:21:47The latest report suggests the tenant has cleaned up,
0:21:47 > 0:21:50so that's good news, but they're still behind with the rent.
0:21:50 > 0:21:55So, for Mr Hamid, the situation still isn't sorted.
0:22:01 > 0:22:04For many people, the job of a housing officer is to help them
0:22:04 > 0:22:07find a home and keep it for as long as possible.
0:22:07 > 0:22:10But sometimes they find themselves going beyond the call of duty
0:22:10 > 0:22:14for those tenants who might need a bit of extra support.
0:22:19 > 0:22:22In Swale, in Kent, I'm working with Housing Options Officer
0:22:22 > 0:22:23Hannah Holdstock.
0:22:23 > 0:22:25She's been keeping an eye on
0:22:25 > 0:22:2821-year-old social housing tenant Albert for the last three years.
0:22:30 > 0:22:32'He was in care
0:22:32 > 0:22:34'until he turned 18.'
0:22:34 > 0:22:36His placement in foster care ended,
0:22:36 > 0:22:38so he had to come into us as homeless.
0:22:38 > 0:22:41So he got housed, and then that should be the end of our
0:22:41 > 0:22:43kind of involvement with him.
0:22:43 > 0:22:47But a year or so later, we found out he wasn't coping,
0:22:47 > 0:22:49he'd got into rent arrears.
0:22:49 > 0:22:52He'd...his electric had been cut off,
0:22:52 > 0:22:54he had no gas or electric.
0:22:54 > 0:22:57He wasn't paying his water bill...
0:22:57 > 0:23:00You know, he wasn't coping, and there was no support there for him,
0:23:00 > 0:23:05so we've had to sort of go back in and help him
0:23:05 > 0:23:08sort out his rent arrears, which we have now done, thankfully.
0:23:08 > 0:23:10We've managed to sort those out, which is
0:23:10 > 0:23:14the main priority for us, because it keeps the roof over his head.
0:23:14 > 0:23:16Albert's dream is to join the Army.
0:23:16 > 0:23:18He's applied once but failed the medical.
0:23:18 > 0:23:20Until it is time to reapply,
0:23:20 > 0:23:23Hannah wants to make sure he maintains his tenancy
0:23:23 > 0:23:27and can cope with all the stuff that comes with running a home.
0:23:27 > 0:23:30It is about getting him to take responsibility and remembering when he has to sign on,
0:23:30 > 0:23:33remembering when he has to pay his bills.
0:23:33 > 0:23:35You know, we can't do that for him, we have to
0:23:35 > 0:23:37help him do that for himself.
0:23:39 > 0:23:41Although he is currently on benefits,
0:23:41 > 0:23:45Albert is desperate to find a job to tide him over for the next few months.
0:23:45 > 0:23:48I'm keen to find out how his search is going.
0:23:49 > 0:23:51It is hard.
0:23:51 > 0:23:54I think I've handed my CV into every shop in Sittingbourne.
0:23:55 > 0:23:57There's only so many shops you can hand your CV into.
0:23:59 > 0:24:01HE SIGHS
0:24:01 > 0:24:03But everything is coming up dry at the minute, so...
0:24:05 > 0:24:06Yeah.
0:24:06 > 0:24:10- I just need to keep trying.- It does feel like you are very stressed out
0:24:10 > 0:24:12and you're very negative about...
0:24:12 > 0:24:15All I've wanted to do since I was...
0:24:16 > 0:24:18..since I was a boy, was to join the Army.
0:24:18 > 0:24:20I came to realise it was a lot of... there was
0:24:20 > 0:24:22a lot of bad things in the world.
0:24:22 > 0:24:25I thought I might be able to make a change, I might be able to stop it.
0:24:25 > 0:24:29Just from joining the Army. I know I'm only one person but...
0:24:29 > 0:24:30that's why I want to join the Army.
0:24:30 > 0:24:34Everything at the moment just seems to be based around stress.
0:24:34 > 0:24:36How to relieve the stress.
0:24:36 > 0:24:39I don't even know why Hannah is helping me, to be honest.
0:24:39 > 0:24:42- Why do you think she's helping you? - I don't know, she doesn't have to.
0:24:44 > 0:24:46And neither do any of the other girls at the council.
0:24:46 > 0:24:47None of them have to help me, they just do.
0:24:49 > 0:24:53It's a good job because judging by his chaotic pile of post,
0:24:53 > 0:24:56Albert is still having trouble organising himself.
0:24:56 > 0:24:59- Should we have a look through that? - Yeah.
0:24:59 > 0:25:03- Has this been dealt with, all this? - Yes, that's stuff Hannah has actually...
0:25:03 > 0:25:06- Have I gone through all that already?- Sorted it, piled it.
0:25:06 > 0:25:09- I just need to throw it away, I'll move it.- OK.
0:25:10 > 0:25:13'It looks like paying bills hasn't been at the top of Albert's
0:25:13 > 0:25:15'to-do list.'
0:25:15 > 0:25:18- OK, your TV licence has been cancelled.- Yeah.
0:25:18 > 0:25:21- OK, we need to sort that out, then, don't we?- OK.
0:25:22 > 0:25:25Have you got any of your money left?
0:25:25 > 0:25:27No, not at all.
0:25:27 > 0:25:29How is your electric?
0:25:29 > 0:25:31- What's... - I've got about £2 on there.
0:25:31 > 0:25:33- What about your gas? - There is no gas.
0:25:33 > 0:25:37- You still haven't got any gas?- No. - OK.
0:25:37 > 0:25:39Is that because... Is that a meter as well, have you got a gas meter?
0:25:39 > 0:25:41I just can't afford it.
0:25:42 > 0:25:45There's no doubt a lack of money is an issue.
0:25:45 > 0:25:48That's why Albert is so keen to find some work.
0:25:48 > 0:25:51This is all just stuff to earn a little bit of money,
0:25:51 > 0:25:53- just until I get into the Army. - Yeah.
0:25:53 > 0:25:55I've failed a medical.
0:25:55 > 0:25:59I was 2st overweight or something.
0:26:00 > 0:26:03But I'm going to try and get another selection out of the way,
0:26:03 > 0:26:04this time next year.
0:26:04 > 0:26:08'Until then, Albert needs to keep his head above water,
0:26:08 > 0:26:11'so Hannah's help is clearly invaluable.'
0:26:13 > 0:26:15However you look at it, the job of a housing officer
0:26:15 > 0:26:18is as much about people as it is about property.
0:26:18 > 0:26:20And thanks to Hannah and the team at the council,
0:26:20 > 0:26:23I think Albert's going in the right direction.
0:26:26 > 0:26:29I'm sure there is a lot of people who are watching this.
0:26:29 > 0:26:32Their attitude would be just to say, sort yourself out.
0:26:32 > 0:26:39You know, does that approach work, ever, with somebody like Albert,
0:26:39 > 0:26:40where you just go, "Listen, mate,
0:26:40 > 0:26:44"you're 21 years old, grow up, sort yourself out."
0:26:44 > 0:26:47I don't think that works, because in a lot of cases,
0:26:47 > 0:26:52especially someone like Albert, he will just sink lower and lower.
0:26:52 > 0:26:56He's never had that opportunity to learn how to live on his own.
0:26:56 > 0:27:00He's never had, you know, he's never been able to grow to that point,
0:27:00 > 0:27:04so, how can I then just say, "You're 21, deal with it yourself"?
0:27:04 > 0:27:06Realistically, what's going to happen to Albert?
0:27:06 > 0:27:08Is he going to get on top of his bills?
0:27:08 > 0:27:10Is he going to be in a place where he can look at letters
0:27:10 > 0:27:14- falling on the mat and not fear them any more?- I hope so.
0:27:14 > 0:27:17That's my aim, that's what I want to achieve.
0:27:20 > 0:27:22Well, a few weeks after our visit,
0:27:22 > 0:27:25it seems Albert has gone off the radar.
0:27:25 > 0:27:29I haven't actually heard from Albert since we went round there.
0:27:29 > 0:27:32I've tried to call him just to see how things are going.
0:27:32 > 0:27:34Haven't been able to get through to him.
0:27:34 > 0:27:36My role is housing, I know his rent's being paid,
0:27:36 > 0:27:40I know he's keeping a roof over his head. That's the main thing, for me.
0:27:40 > 0:27:44Unfortunately, this is sometimes what happens if people get the help
0:27:44 > 0:27:48that they need from us and then they make their way themselves after that.
0:27:48 > 0:27:49I'm sure he'll pop in.
0:27:49 > 0:27:52When something happens, when something goes wrong,
0:27:52 > 0:27:56not necessarily with rent or housing, he'll be in here
0:27:56 > 0:28:00and he'll ask for my help again and I'll do what I can.
0:28:06 > 0:28:08That's it for today.
0:28:08 > 0:28:12Join me next time on the front line with Britain's housing officers.