0:00:02 > 0:00:05The law says everyone has the right to a safe place to live.
0:00:05 > 0:00:08I worry about the fire risk here.
0:00:08 > 0:00:10But for thousands of people across Britain right now,
0:00:10 > 0:00:13the reality can be more hovel than home.
0:00:13 > 0:00:16How many months ago was it we had this place cleaned?
0:00:16 > 0:00:18- The whole of that bit goes black with mould.- Hello?
0:00:18 > 0:00:20In the battle between tenants
0:00:20 > 0:00:24and landlords, it's local housing officers who are on the front line.
0:00:24 > 0:00:26- I don't care.- What do you care?
0:00:26 > 0:00:27What is causing that smell?
0:00:29 > 0:00:31The son has come with baseball bats and knives
0:00:31 > 0:00:34- on occasions.- 'I'm Matt Allwright.'
0:00:34 > 0:00:36A lot of this problem is caused by the dogs.
0:00:36 > 0:00:38That's your responsibility.
0:00:38 > 0:00:39'I'm back on the job,
0:00:39 > 0:00:42'once again joining the ranks of the housing enforcers.'
0:00:42 > 0:00:46It has got that mouse smell. 'They are tackling problem properties...'
0:00:46 > 0:00:49This feels like an accident waiting to happen.
0:00:49 > 0:00:52'..dealing with the consequences of nightmare neighbours...'
0:00:52 > 0:00:54I need to tell you that you are committing an offence under
0:00:54 > 0:00:56the Housing Act.
0:00:56 > 0:00:58..and doing their best to help those in need.
0:00:58 > 0:01:00Just good old work.
0:01:04 > 0:01:06Today I'm in at the deep end,
0:01:06 > 0:01:09at a property in a truly shocking state.
0:01:09 > 0:01:12The gentleman in there is paying £140 a month to share that room,
0:01:12 > 0:01:15that front room. For that, he gets
0:01:15 > 0:01:18bedbugs and cockroaches and a kitchen that
0:01:18 > 0:01:21you wouldn't want to walk through, let alone use as a kitchen.
0:01:21 > 0:01:24One housing officer has an unusual encounter.
0:01:24 > 0:01:27ROOSTER CROWS
0:01:27 > 0:01:30- You can take my roosters.- Right.
0:01:30 > 0:01:31If you come and catch them.
0:01:31 > 0:01:33HE LAUGHS
0:01:36 > 0:01:38They say an Englishman's home is his castle,
0:01:38 > 0:01:42but if that place is rented it is the job of housing officers
0:01:42 > 0:01:44to make sure it's a decent place to live.
0:01:44 > 0:01:47They keep an eye on landlords to make sure the property is up
0:01:47 > 0:01:50to scratch, and on some tenants to make sure they're
0:01:50 > 0:01:53keeping their half of the bargain.
0:01:55 > 0:01:59It is 7am, and I'm hitting the streets of Newham in East London.
0:02:01 > 0:02:04With a crack team led by housing officer Paul Oatt,
0:02:04 > 0:02:06and accompanied by the police...
0:02:07 > 0:02:11..we are on the trail of houses of multiple occupation, or HMOs,
0:02:11 > 0:02:14- that are operating without licences.- Newham Council.
0:02:14 > 0:02:19An HMO is a property being rented out to five or more unrelated people.
0:02:19 > 0:02:22In Newham, all privately rented properties,
0:02:22 > 0:02:25whatever their size, are required to have licences to prove
0:02:25 > 0:02:28that their accommodation meets vital safety requirements.
0:02:30 > 0:02:33Despite being the Olympic 2012 borough,
0:02:33 > 0:02:36Newham is one of the most deprived parts of the UK.
0:02:38 > 0:02:41With many private tenants in the borough coming from overseas,
0:02:41 > 0:02:43unscrupulous landlords look to take
0:02:43 > 0:02:48advantage by cramming as many people as possible into a property.
0:02:48 > 0:02:52- Do you pay rent?- Yes. - Does your landlord live here?- Yes.
0:02:52 > 0:02:55In Newham, any private landlord who doesn't have the correct
0:02:55 > 0:03:00licence for his property can face a fine of up to £20,000.
0:03:00 > 0:03:03- How many people live here, sir? - My cousin...
0:03:03 > 0:03:08While Paul investigates that house, it is next door that catches my eye.
0:03:09 > 0:03:12I tell you what I am worried about, Paul, is next door.
0:03:12 > 0:03:15- I mean, that's terrible, isn't it? - That's really awful.
0:03:15 > 0:03:18- Yeah.- I am looking at that upstairs window, look at that.
0:03:18 > 0:03:21So that is a single pane.
0:03:21 > 0:03:23- It is vented at the top.- Yeah.
0:03:23 > 0:03:26- It is probably damp, look under that window, see all there?- Yeah.
0:03:26 > 0:03:29- Imagine what life is like in there right now.- Yes.- It is pretty grim.
0:03:29 > 0:03:32There is no reason why we just can't go and have a word with them.
0:03:32 > 0:03:35- Should we give them a little knock? - KNOCKING ON DOOR
0:03:35 > 0:03:39Hi, there, I'm from London Borough, from Newham Council, environmental health.
0:03:39 > 0:03:42I was here visiting a property just next door to you, actually,
0:03:42 > 0:03:46but I couldn't help noticing a problem with your window.
0:03:46 > 0:03:49- Windows is OK.- Yes?- It is a single place.
0:03:49 > 0:03:51- Yeah.- So...
0:03:51 > 0:03:55- It is quite cold, then, yeah? Do you rent the property?- Yeah.
0:03:55 > 0:03:57Who is your landlord?
0:03:57 > 0:03:59'I think we might be onto something here.
0:03:59 > 0:04:03'This is a rented property, we know that, so the gentleman'
0:04:03 > 0:04:07in there says he is paying £1,100 a month for this property.
0:04:09 > 0:04:12I mean, it looks, from the outside it looks awful.
0:04:12 > 0:04:15I would like to get inside and find out what it
0:04:15 > 0:04:17looks like in there as well.
0:04:17 > 0:04:19We'll be as quick as we can.
0:04:19 > 0:04:22'It soon becomes clear that my intuition was bang on.'
0:04:26 > 0:04:28There is barely a kitchen, isn't it?
0:04:28 > 0:04:31It is barely functioning as a kitchen.
0:04:31 > 0:04:34The fridge is decrepit.
0:04:34 > 0:04:35- Yeah.- On the till.
0:04:36 > 0:04:39This is typical of multi-occupied properties
0:04:39 > 0:04:42where you have to put rules up in the kitchen, so...
0:04:42 > 0:04:45"Don't leave dirty things in the sink."
0:04:45 > 0:04:48"Don't leave any food for cockroaches on the table."
0:04:48 > 0:04:51- So clearly they've got a pest problem here as well.- Yeah.
0:04:51 > 0:04:53They've got a real problem with cockroaches.
0:04:53 > 0:04:56Which is, to be honest, you'd be surprised if they didn't.
0:04:56 > 0:05:01This is what £1,100 a month can get you in this part of London.
0:05:01 > 0:05:05Of the 36,000 private rented properties in Newham, the council
0:05:05 > 0:05:08reckons that half don't meet acceptable standards,
0:05:08 > 0:05:13with around 5,000 believed to be in an intolerable condition.
0:05:13 > 0:05:15And it looks like we've found one of them.
0:05:18 > 0:05:21Coming up, the house has more horrors to reveal.
0:05:21 > 0:05:23- You've got ceramic tiles... - Ceramic tiles.
0:05:23 > 0:05:27..which just cut up into these really sharp shards.
0:05:27 > 0:05:30- Yeah.- And this is somebody's playground.- Yes.
0:05:35 > 0:05:37Over in rural Suffolk, there is
0:05:37 > 0:05:39something entirely different to deal with.
0:05:39 > 0:05:43Housing officers never know what they are going to be investigating next.
0:05:43 > 0:05:46Meet Andrew Weavers, who is off to visit the tenant
0:05:46 > 0:05:49of a council property who's been upsetting her neighbours.
0:05:51 > 0:05:56We're going to an address that it is claimed
0:05:56 > 0:06:00that the lady is breeding pigs,
0:06:00 > 0:06:06has chickens and cockerels and I've had two complaints.
0:06:06 > 0:06:09One that the pigs escape, chew through the fence and escape,
0:06:09 > 0:06:13another one is about the cockerels making so much noise.
0:06:13 > 0:06:16Time to introduce himself to lady of the house Amanda Jackson,
0:06:16 > 0:06:18and to find out if her neighbours have got a point.
0:06:23 > 0:06:26- Good morning. How are you, sir? - Not so bad.- Very nice to see you.
0:06:26 > 0:06:29Obviously, I spoke to you on the phone to say I'd come
0:06:29 > 0:06:31and do a visit about your tenancy.
0:06:31 > 0:06:36You know that we've had a couple of complaints and I just really want
0:06:36 > 0:06:38to come and visit and have a look for myself to see what's going on.
0:06:38 > 0:06:40That's absolutely fine.
0:06:40 > 0:06:44- I mean, obviously, I'd like to know the basis of the complaints.- OK.
0:06:44 > 0:06:48And it would be fortuitous for me to know where they came from.
0:06:48 > 0:06:51- Not from a point of view of retribution.- No.
0:06:51 > 0:06:54You might appreciate, for me as a landlord, all complaints are
0:06:54 > 0:06:59confidential and so, I can't really tell you who's made the complaint.
0:06:59 > 0:07:02I've got my shiny shoes on. Will they be all right, do you think?
0:07:02 > 0:07:05- What size are you, sir?- Ten.
0:07:05 > 0:07:08Oh, well, I can furnish you with a pair of wellingtons.
0:07:08 > 0:07:09THEY LAUGH
0:07:09 > 0:07:11If you'd like to go through the side door.
0:07:11 > 0:07:14I don't actually have another entrance.
0:07:14 > 0:07:17Guests of distinction may use the front door.
0:07:17 > 0:07:21Council officials must proceed to the tradesman's entrance.
0:07:21 > 0:07:24- Right, forward.- Ooh, hello! Look at him, look!
0:07:24 > 0:07:27- Yes.- You've got a big garden.
0:07:27 > 0:07:29Extraordinarily large garden.
0:07:29 > 0:07:32- Mostly bereft by the wind, I have to say.- Yeah.
0:07:32 > 0:07:36- So, you don't keep the chickens in a pen, they run free.- Absolutely.
0:07:36 > 0:07:41The sign on the door outside my house says, "Free to roam."
0:07:44 > 0:07:46An estimated three quarters of a million of us
0:07:46 > 0:07:48keep chickens at home in the UK,
0:07:48 > 0:07:50and it's the council's job to make sure we stick to the rules
0:07:50 > 0:07:53and regulations in terms of animal welfare,
0:07:53 > 0:07:56hygiene and nuisance to neighbours.
0:07:56 > 0:07:58- Shall we go and have a look at the pigs?- Yeah.
0:07:58 > 0:08:01Come on, show me the pigs. Do they ever escape?
0:08:01 > 0:08:05I'm going back about three or four years ago and, yes,
0:08:05 > 0:08:07I did have that issue.
0:08:07 > 0:08:09Hello.
0:08:09 > 0:08:14Hello. Bit muddy, I'm afraid, at the moment. Yes, I know.
0:08:14 > 0:08:17So this is their little pen and that's where they stay, is it?
0:08:17 > 0:08:20Yeah, that's right. I've got three at the moment.
0:08:20 > 0:08:22I never have more than that.
0:08:22 > 0:08:24You're not being overlooked by anyone at the back...
0:08:24 > 0:08:28- I'm not overlooked at all. - Do you have any rat problems?
0:08:28 > 0:08:31I did have rat problems last year,
0:08:31 > 0:08:35- which were dealt with in the appropriate manner.- Pest control?
0:08:35 > 0:08:36Yeah.
0:08:36 > 0:08:38Now Andrew's got to get his housing officer hat on
0:08:38 > 0:08:40and start laying down the straw...law!
0:08:40 > 0:08:45Because you are a tenant of a council property,
0:08:45 > 0:08:48- you have got a set of rules to abide by.- Absolutely!
0:08:48 > 0:08:50I'm not saying you're breaching them at the moment,
0:08:50 > 0:08:53- but to be fair... - So, what are you actually saying?
0:08:53 > 0:08:56What I'm saying is that I'm happy to give people permission to keep
0:08:56 > 0:08:59animals as long as they don't cause a nuisance.
0:08:59 > 0:09:03My problem could be a complaint about your cockerels.
0:09:03 > 0:09:04SHE LAUGHS
0:09:04 > 0:09:09- Because...- Yes, yes. Well, I fully agree with you.
0:09:09 > 0:09:10- Yeah.- Yeah, yeah.
0:09:10 > 0:09:15- So I, um...- He's doing well, isn't he?- He's...he's... Yeah, yeah.
0:09:15 > 0:09:17At the end of the day, if someone's causing a nuisance,
0:09:17 > 0:09:19it's up to me to prove it.
0:09:19 > 0:09:21And to be honest,
0:09:21 > 0:09:24you've got to have evidence that someone's causing a nuisance.
0:09:24 > 0:09:26- It's also about being fair, isn't it?- It is.
0:09:26 > 0:09:29And I like to meet people a little bit halfway if I can
0:09:29 > 0:09:30and try and make everyone happy.
0:09:30 > 0:09:34I can't always make everyone happy, but in this instance,
0:09:34 > 0:09:37my problem that I can witness is the cockerels.
0:09:37 > 0:09:39I think we might have to come to an agreement
0:09:39 > 0:09:41that you might have to say goodbye to the cockerels.
0:09:41 > 0:09:44Well, they'll just have to have their balls chopped off, won't they?
0:09:44 > 0:09:47- Will that shut them up, will it? - THEY LAUGH
0:09:47 > 0:09:49- That'd shut me up! - THEY LAUGH
0:09:49 > 0:09:53Coming up, we meet a Hollywood A-lister whose days are numbered.
0:09:53 > 0:09:56I didn't think I'd have to say we're going to have to lose Bruce Willis!
0:09:56 > 0:09:58HE LAUGHS
0:10:05 > 0:10:07Back in Newham, East London,
0:10:07 > 0:10:10I've discovered a privately-rented three-bedroom house
0:10:10 > 0:10:12into which it appears the landlord has crammed
0:10:12 > 0:10:15eight people in appalling conditions.
0:10:16 > 0:10:18'But what housing officer Paul
0:10:18 > 0:10:21'and I have seen on the inside is even worse.'
0:10:21 > 0:10:24"Don't leave any food for cockroaches on the table."
0:10:24 > 0:10:26- So clearly, they've got a pest problem here.- Yeah.
0:10:26 > 0:10:30- This is the bathroom.- 'Things are no better in the bathroom.'
0:10:30 > 0:10:33- There's lots of mould there. - There's no radiator in here at all.
0:10:33 > 0:10:36All the windows I've seen so far are single-glazed.
0:10:36 > 0:10:41Um...it's so cold. My feet are just like blocks of ice in this place.
0:10:42 > 0:10:45'This is the only bathroom for a house of eight people.'
0:10:47 > 0:10:49There's a sign here that says,
0:10:49 > 0:10:52"Please don't drop water on the floor, it's winter season.
0:10:52 > 0:10:54"We're not opening doors and windows frequently.
0:10:54 > 0:10:58"The floor is not getting dry over the night. Please don't drop water."
0:10:58 > 0:11:00There's a radiator here, but it's not on.
0:11:00 > 0:11:03'This place is bad enough for adults...'
0:11:03 > 0:11:05God!
0:11:05 > 0:11:08'..but the thought of kids having to live in these conditions
0:11:08 > 0:11:10'is almost unbearable.'
0:11:11 > 0:11:13These are ordinary...
0:11:14 > 0:11:17..kitchen/bathroom tiles.
0:11:17 > 0:11:20- So you've got ceramic tiles here... - Ceramic tiles.
0:11:20 > 0:11:24- ..just cut up into these really sharp shards.- Yeah.
0:11:24 > 0:11:26- And this is somebody's playground. - Yes.
0:11:26 > 0:11:30- This is where someone's coming out here.- It's just not on at all.
0:11:32 > 0:11:34I get the feeling that living in this house are people that
0:11:34 > 0:11:37haven't got many other choices.
0:11:37 > 0:11:39Someone's making money from this place.
0:11:40 > 0:11:45And either in complete ignorance of the conditions in here,
0:11:45 > 0:11:49or in the knowledge and just...
0:11:49 > 0:11:51negligence, just not caring
0:11:51 > 0:11:56about the way people are living in here. Cold and in squalor.
0:11:56 > 0:11:57'This is certainly no place
0:11:57 > 0:12:00'for a child to have spent their first birthday.'
0:12:06 > 0:12:12You can still see in all the corners here, a thick, thick black mould.
0:12:12 > 0:12:14There's nowhere to dry your clothes,
0:12:14 > 0:12:17so all the clothes are being dried on the banisters here.
0:12:20 > 0:12:24'Living in damp conditions can exacerbate health issues like asthma,
0:12:24 > 0:12:26'but there's even worse to come.'
0:12:27 > 0:12:30The guys in there have just discovered cockroaches.
0:12:30 > 0:12:34I don't know if it's in the wardrobes or in the clothes.
0:12:34 > 0:12:37The gentleman in there is paying £140 a month
0:12:37 > 0:12:43to share that front room without double-glazing, anything like that.
0:12:43 > 0:12:48For that, he gets bedbugs and cockroaches and extreme cold
0:12:48 > 0:12:51and a kitchen that you wouldn't want to walk through,
0:12:51 > 0:12:53let alone use as a kitchen.
0:12:53 > 0:12:57Even though the room's being sublet for £140 a month, which isn't a lot
0:12:57 > 0:13:02by London standards, nobody should have to suffer these conditions.
0:13:02 > 0:13:05What do you think we should do with the conditions in this property?
0:13:05 > 0:13:10OK, so there is always this tension here between your gut instinct,
0:13:10 > 0:13:14and my gut instinct with that place is, get anybody living in there out
0:13:14 > 0:13:17as soon as possible, and the reality of making sure people have
0:13:17 > 0:13:20somewhere to live, not creating another problem elsewhere.
0:13:20 > 0:13:22Because you make somebody homeless
0:13:22 > 0:13:24and you've got a duty to look after them.
0:13:24 > 0:13:26These people are living separate lives.
0:13:26 > 0:13:29In the case of a fire, they won't be looking out for each other.
0:13:29 > 0:13:32It just feels like a time bomb.
0:13:32 > 0:13:36- It feels like an accident waiting to happen.- Yeah.
0:13:36 > 0:13:39- Someone's bringing up their children.- It's heartbreaking.
0:13:39 > 0:13:41There's just no other word for it, really.
0:13:41 > 0:13:44£1,100, they're paying, to live in that property.
0:13:44 > 0:13:45It's more than my mortgage!
0:13:45 > 0:13:49And they're living in such squalor.
0:13:49 > 0:13:51So we're going to do a proper risk assessment on that
0:13:51 > 0:13:53and then we can go from there.
0:13:53 > 0:13:55It was worth a knock on the door, then?
0:13:55 > 0:13:58- It was absolutely worth a knock on the door, yeah.- Good stuff. Come on.
0:14:02 > 0:14:05The landlord told us they've had ongoing problems with
0:14:05 > 0:14:08the tenant concerning hygiene and overcrowding.
0:14:08 > 0:14:12They say the tenant is responsible for the state of the property.
0:14:12 > 0:14:16They also claim they were refused access to the property,
0:14:16 > 0:14:19so it was impossible to carry out an inspection,
0:14:19 > 0:14:21or for workmen to do any repairs.
0:14:21 > 0:14:25The tenant has now been served with an order that means he'll
0:14:25 > 0:14:29have to leave the house so that vital improvements can be made.
0:14:29 > 0:14:33But let's just hope that after this work, the house is in a safe
0:14:33 > 0:14:35and habitable condition
0:14:35 > 0:14:38and is only rented to an appropriate number of people.
0:14:44 > 0:14:48With Britain suffering a housing shortage, it's really vital that
0:14:48 > 0:14:53our homes continue to work for us as our needs change, or we get older.
0:14:53 > 0:14:57It's where people like Swale Borough Council's Susan Hughes come in.
0:14:57 > 0:14:59- Morning, Susan.- Oh, hi. - How are you?- All right.
0:14:59 > 0:15:01'A Staying Put manager,
0:15:01 > 0:15:05'Susan provides practical assistance to those in need to repair,
0:15:05 > 0:15:08'adapt, or improve their homes rather than move.
0:15:08 > 0:15:11'And I'm in Kent to work with her for the day.'
0:15:12 > 0:15:16I'm properly doing the job explaining some...easy stuff?
0:15:16 > 0:15:17Easy stuff. This is very easy.
0:15:17 > 0:15:20It's all really to do with disabled grants.
0:15:20 > 0:15:22All these people are applying for a disabled grant
0:15:22 > 0:15:25because they've got some sort of disability.
0:15:25 > 0:15:28You can talk to the clients and explain various things,
0:15:28 > 0:15:31- if you're OK with that.- Yes. - I'll be there if you need any help.
0:15:31 > 0:15:32I'm glad to know that.
0:15:33 > 0:15:37So the very first one we're visiting has filled in a means test to see
0:15:37 > 0:15:42whether she's eligible and we're going back with the results.
0:15:42 > 0:15:45So she will be given a letter that actually explains what she has
0:15:45 > 0:15:50to pay towards it and when she'll be seen, which is actually a year away.
0:15:50 > 0:15:55- So it's kind of good news, but not great news.- Yes.
0:15:57 > 0:16:0084-year-old Margaret has been granted funds towards
0:16:00 > 0:16:02a much-needed new bathroom.
0:16:02 > 0:16:06But not everyone who applies gets the funding they need.
0:16:06 > 0:16:11Luckily for me, today, I'll be delivering mostly good news.
0:16:11 > 0:16:16With this lady, um...it's a flush floor shower.
0:16:16 > 0:16:19- That means you can walk straight into the shower...- Yes.
0:16:19 > 0:16:23- ..without any hindrance or having to climb over anything.- Yep.
0:16:23 > 0:16:27I think it's just making sure she understands that it's a year.
0:16:27 > 0:16:30A year does go quick. I always tell them that, actually.
0:16:30 > 0:16:32I say, "Think about a year ago, what you were doing.
0:16:32 > 0:16:34"Hasn't the time gone quick?"
0:16:34 > 0:16:36So, yeah, I thought it should be easy enough to do,
0:16:36 > 0:16:38if you're the apprentice.
0:16:38 > 0:16:41It should be easy enough to do.
0:16:41 > 0:16:43It should, really. No, that's fine.
0:16:44 > 0:16:47'It's great that Margaret's getting a grant.
0:16:47 > 0:16:49'I just hope she doesn't mind shelling out her part of
0:16:49 > 0:16:51'the cost of adapting the house.'
0:16:54 > 0:16:57"Dodgy bell. Rattle letterbox, or tap window."
0:16:57 > 0:16:59Rattle letterbox.
0:16:59 > 0:17:03She's expecting us, so hopefully, she'll be listening out.
0:17:03 > 0:17:07- It does help... - Mrs Crabb?- Yes.- How do you do?
0:17:07 > 0:17:11'Margaret's husband, Roy, passed away several months ago.
0:17:11 > 0:17:13'Living on her own isn't easy
0:17:13 > 0:17:16'and the bathroom is a particular problem.'
0:17:16 > 0:17:20You see, I can't get my legs over into the bath...
0:17:20 > 0:17:22- Yeah.- ..now.
0:17:22 > 0:17:25Roy used to have to lift one leg over,
0:17:25 > 0:17:27then have to lift the other leg over.
0:17:27 > 0:17:30So, what we're talking about is perfect, then,
0:17:30 > 0:17:32because you can walk straight into the shower
0:17:32 > 0:17:36and you don't have to worry about climbing over anything.
0:17:36 > 0:17:40No. And to me, that is so desperate.
0:17:41 > 0:17:45'This is clearly a fairly urgent need for Margaret.
0:17:45 > 0:17:49'Breaking the news that work won't start for a while isn't easy.'
0:17:49 > 0:17:52- The problem is, it's not going to happen immediately.- No.
0:17:52 > 0:17:54It is going to be a year.
0:17:54 > 0:17:56That's what we're here to tell you.
0:17:56 > 0:17:58So you're going to have to wait for it.
0:17:58 > 0:18:03I know there's others more in need than I am, but...
0:18:05 > 0:18:10..but I-I, you know, I was, um...expecting to wait.
0:18:11 > 0:18:14'That's not all I need to tell her.'
0:18:14 > 0:18:17OK, the other thing you need to know is that there is an amount
0:18:17 > 0:18:20- that you'll have to pay towards it. - I-I-I know that.
0:18:20 > 0:18:24It's £483.72.
0:18:24 > 0:18:26That's the amount you'll have to pay towards the work.
0:18:26 > 0:18:29- Really? That's terrific.- Yeah.
0:18:29 > 0:18:32What were you thinking? Were you thinking it was going to be more?
0:18:32 > 0:18:35- £2,000, or something.- OK. Right.
0:18:35 > 0:18:39- So that's a smaller amount than you thought.- Much. Much smaller.
0:18:39 > 0:18:42God, I was worried then!
0:18:42 > 0:18:44Now, I've got all of this in a letter for you, as well,
0:18:44 > 0:18:46so that's your copy there.
0:18:46 > 0:18:48- Sorry, is that too strong? - That's lovely.
0:18:48 > 0:18:50That's really nice. Thank you.
0:18:52 > 0:18:55'After a nice cup of tea, Susan and I head upstairs to check
0:18:55 > 0:18:58'if any smaller jobs can be done in the meantime.'
0:18:58 > 0:19:00Ooh! It's quite a small bathroom.
0:19:00 > 0:19:03It is rather, but then actually, once the bath is out...
0:19:03 > 0:19:07It'll be lovely. It will. Give her a lot more space to get around.
0:19:07 > 0:19:11Toilet's a standard toilet. Quite low, actually, so it'll be very hard.
0:19:11 > 0:19:14I think the temptation here will be for her to lean forward
0:19:14 > 0:19:16- and pull on that rail, as well. - Oh, yeah, yeah.- Um...
0:19:16 > 0:19:20- That's not going to work. So there's things we could do here.- There is.
0:19:20 > 0:19:22There's a rail to go there.
0:19:22 > 0:19:25I think we'll go down and have a discussion with her and see
0:19:25 > 0:19:27if she does want anything done here.
0:19:29 > 0:19:34- So, Margaret, we've had a look in your bathroom.- Yeah.
0:19:34 > 0:19:38- And we can see how maybe it would help to have a rail.- I think so.
0:19:38 > 0:19:42I've been thinking about that while you went upstairs.
0:19:42 > 0:19:46We'll get Paul back, our handy person, who you know very well...
0:19:46 > 0:19:48Ladies will start talking!
0:19:48 > 0:19:51- THEY LAUGH - Won't they?
0:19:51 > 0:19:54'For people like Margaret, simple improvements mean
0:19:54 > 0:19:58'they don't have to leave the family homes that they love.'
0:19:58 > 0:20:00OK, so you've got your letter,
0:20:00 > 0:20:03make sure you have a read of that just so you're absolutely clear.
0:20:03 > 0:20:05This is the first...
0:20:05 > 0:20:08- Oh, Margaret! - ..time I've had a smile on my face!
0:20:08 > 0:20:10Oh, Margaret!
0:20:10 > 0:20:12Oh, Margaret!
0:20:12 > 0:20:15That's good, isn't it? That's really good.
0:20:15 > 0:20:18'That's what job satisfaction feels like.'
0:20:18 > 0:20:22- Lovely to meet you.- OK. All right, then. All right.
0:20:22 > 0:20:25- So, how was that? - Yeah, you done very well.
0:20:25 > 0:20:29So you learnt about the first stage and about how we have to
0:20:29 > 0:20:33explain that there is a wait, which can be hard in some circumstances.
0:20:33 > 0:20:36I didn't know how it was going to go when I said,
0:20:36 > 0:20:38you have to pay this much money.
0:20:38 > 0:20:42Then Margaret's face dropped and I thought it was terrible news,
0:20:42 > 0:20:44but it turns out she was surprised how little
0:20:44 > 0:20:48- she was supposed to pay towards it. - Yeah. Which is very good.
0:20:48 > 0:20:50I get the feeling she's very grateful
0:20:50 > 0:20:52- and it's going to make a huge difference.- Yep.
0:20:52 > 0:20:56'I just hope our next visit is as successful.'
0:20:56 > 0:21:00Oh, look at this! So now I understand what we've been doing.
0:21:00 > 0:21:05- So, how does this work for you? Is it better?- Oh, much easier.- Is it?
0:21:08 > 0:21:10Back in deepest Suffolk, housing officer Andrew Weavers
0:21:10 > 0:21:12is visiting a tenant whose noisy cockerels
0:21:12 > 0:21:15have been waking up the neighbourhood like this.
0:21:15 > 0:21:16COCKEREL CROWS
0:21:16 > 0:21:18I think we might have to come to some agreement that
0:21:18 > 0:21:21they might have to say goodbye to the cockerels.
0:21:21 > 0:21:24It didn't look like Amanda's pigs were causing any problems.
0:21:24 > 0:21:25But what about her birds?
0:21:25 > 0:21:27What's he doing? He's giving me a funny look.
0:21:27 > 0:21:30He doesn't do a lot because he's son of Scottish Willie.
0:21:30 > 0:21:33Scottish Willie had a little bit of a leg deformity
0:21:33 > 0:21:37and he always looked like he'd just fallen out of a Glaswegian pub.
0:21:37 > 0:21:39Is he the noisy one?
0:21:39 > 0:21:43- Are you the noisy one?- Yeah, that's Bruce Willis.- Bruce Willis?
0:21:43 > 0:21:44Die Hard with a Vengeance.
0:21:44 > 0:21:46Fought that many foxes.
0:21:46 > 0:21:48All right, Bruce? Bruce?
0:21:48 > 0:21:51- Bruce? He doesn't come back when you call him.- No.
0:21:51 > 0:21:56- Quite clearly, he's off on some covert operation.- Bruce?
0:21:56 > 0:21:58- Yes.- OK.
0:21:58 > 0:22:01But this is his little harem.
0:22:01 > 0:22:06The fact of the matter is the role of a rooster
0:22:06 > 0:22:12is to protect his harem from the foxes and predators.
0:22:12 > 0:22:16You see, at the moment, he's patrolling the perimeter.
0:22:16 > 0:22:18He's there for a reason.
0:22:18 > 0:22:20Mm. Not good enough for Andrew.
0:22:20 > 0:22:24Looks like this movie star's career is about to come to an abrupt end.
0:22:24 > 0:22:26How are we going to stop him making a lot of noise?
0:22:28 > 0:22:31Are we going to get rid of him? Are we going to get rid of Bruce?
0:22:31 > 0:22:34- Well, do you want to take him home with you?- No. I haven't got any room.
0:22:34 > 0:22:36I'm quite happy for the chickens.
0:22:36 > 0:22:38I can see they're not causing a nuisance.
0:22:38 > 0:22:41The pigs aren't really causing too much of a nuisance.
0:22:41 > 0:22:43You're all fenced off.
0:22:43 > 0:22:45So according to the tenancy, I'm sort of happy with that.
0:22:45 > 0:22:47But we can't have the cockerels.
0:22:47 > 0:22:52So I will have to say they'll have to go, if you wouldn't mind.
0:22:52 > 0:22:55But Amanda's got more projects in the pipeline for Bruce.
0:22:55 > 0:22:57She's going to fight this one. It's Farmageddon!
0:22:57 > 0:23:01- I mean, look at him! For goodness' sakes!- That's upsetting me.
0:23:01 > 0:23:04- Oh, dear!- Yeah, I know.
0:23:04 > 0:23:09I have to say, whilst somebody might have complained about the noise
0:23:09 > 0:23:14of a cockerel crowing, this is the countryside.
0:23:14 > 0:23:17And that's what goes on.
0:23:17 > 0:23:19It's a bit like moving in next to a church
0:23:19 > 0:23:22and complaining about the church bells ringing.
0:23:22 > 0:23:26It is the countryside and if you'd planted yourself next door
0:23:26 > 0:23:29- to a farm, I would agree with you. - Absolutely.
0:23:29 > 0:23:34But when you're on a small housing cul-de-sac,
0:23:34 > 0:23:37you wouldn't expect there to be a cockerel in the garden
0:23:37 > 0:23:40waking you up in the morning and making lots of noise.
0:23:40 > 0:23:42COCKEREL CROWS
0:23:42 > 0:23:45- If you want to come and take them away...- No, I don't.
0:23:45 > 0:23:49I don't want to take them away. I want you to say goodbye to them.
0:23:49 > 0:23:52- Well, I'll say goodbye and you can take them away.- No.
0:23:52 > 0:23:54THEY LAUGH
0:23:54 > 0:23:58What I'll do is I'll give you a bit of time, I'll come back
0:23:58 > 0:24:00- and see you...- Oh, really?!
0:24:00 > 0:24:02Hopefully, by that time, you've caught them
0:24:02 > 0:24:03and had them for dinner or something.
0:24:03 > 0:24:06- I don't know what you'll do with them, but...- No.- No?- No.
0:24:06 > 0:24:10- But this is a feisty tenant with one more trick up her sleeve.- OK.
0:24:10 > 0:24:13- Well, I'll have a deal with you on this one.- Go on, then.
0:24:13 > 0:24:18You can take my roosters if you come and catch them.
0:24:18 > 0:24:20HE LAUGHS
0:24:20 > 0:24:21- OK.- All right?
0:24:21 > 0:24:24That's a challenge, isn't it? So, what are we going to do?
0:24:24 > 0:24:27Are we going to lose them? Just so that we're clear.
0:24:27 > 0:24:29- If we must.- I think we should.
0:24:29 > 0:24:34Just to say that we've come to some sort of compromise in this.
0:24:34 > 0:24:36- I can wring a few necks.- OK. Lovely.
0:24:36 > 0:24:39- It's not a problem.- All right, then.
0:24:39 > 0:24:41I'd better stand back if you're going to wring necks.
0:24:41 > 0:24:43Bruce's goose may be cooked.
0:24:43 > 0:24:45COCKEREL CROWS
0:24:45 > 0:24:49Unless her friends have got room for a rooster.
0:24:49 > 0:24:51He may have got the result he wanted,
0:24:51 > 0:24:53but Andrew's still feeling a bit guilty.
0:24:53 > 0:24:55No, I-I felt dreadful there.
0:24:55 > 0:25:01I think naming them has sort of brought it into context, really.
0:25:01 > 0:25:03I didn't think I'd have to say,
0:25:03 > 0:25:05we're going to have to lose Bruce Willis.
0:25:05 > 0:25:07HE LAUGHS
0:25:07 > 0:25:09So Bruce Willis is a goner.
0:25:09 > 0:25:10In situations like this,
0:25:10 > 0:25:13being a housing officer is all about diplomacy.
0:25:13 > 0:25:17Treating people how they...how you'd want to be treated yourself.
0:25:17 > 0:25:21I wouldn't want to go steaming in with a big stick and saying,
0:25:21 > 0:25:23"This is what you've got to do."
0:25:23 > 0:25:25It's best to strike up a relationship.
0:25:26 > 0:25:31'I think they won't be any noise, the complainants might be happy
0:25:31 > 0:25:33'that we've come to some sort of compromise.'
0:25:38 > 0:25:41'I've been spending the day with Susan Hughes,
0:25:41 > 0:25:44'the Staying Put manager at Swale Borough Council.
0:25:44 > 0:25:47'She's in charge of helping people in need adapt their homes
0:25:47 > 0:25:49'so they don't have to move.'
0:25:49 > 0:25:52- That rail, as well. - That's not going to work.
0:25:52 > 0:25:54- So there's things we could do here. - Definitely.
0:25:54 > 0:25:56There's a rail to go there.
0:25:56 > 0:25:58'It's been a good day so far.
0:25:58 > 0:26:01'84-year-old Margaret was delighted to get her grant.
0:26:01 > 0:26:04'And even the 12-month wait didn't take the shine off.
0:26:05 > 0:26:09'I hope our final visit of the day will be just as good.
0:26:11 > 0:26:14'The last part of Susan's job when it comes to awarding the disability
0:26:14 > 0:26:18'grants is to check that all the work completed is up to standard.'
0:26:18 > 0:26:22- How do you do? My name's Matt. Shall we go straight up?- Yes.
0:26:22 > 0:26:24- Is that all right? - Is that all right?
0:26:24 > 0:26:27'Sittingbourne resident Elizabeth Thurtle
0:26:27 > 0:26:28'has just had a new wet room installed.
0:26:28 > 0:26:31'We are here to check she's happy with it.'
0:26:31 > 0:26:35Oh, look at this! So now I understand what we've been doing.
0:26:35 > 0:26:38- So, how does this work for you? Is it better?- Oh, much easier.- Is it?
0:26:38 > 0:26:41Because I couldn't sit in the bath, anyway. I had to sit on there.
0:26:41 > 0:26:44Well, of course, I was above the bath, anyway.
0:26:44 > 0:26:46So you only get your feet clean.
0:26:46 > 0:26:47THEY LAUGH
0:26:47 > 0:26:52- That wouldn't have worked at all. - And a long back brush.- Yeah.
0:26:52 > 0:26:53That's the only way you can do it.
0:26:53 > 0:26:57- You can just stroll straight in here.- Yes. I've got the chair.
0:26:57 > 0:27:00- You've got the chair. That's fantastic.- That's the drain.
0:27:00 > 0:27:04- Any problems with this at all? Have you had any trouble?- No.
0:27:04 > 0:27:07- Really?- Yes. - Well, that's very easy, isn't it?
0:27:09 > 0:27:14'Job done. Helping people stay put has given me a nice warm glow.'
0:27:15 > 0:27:20- You can see when it's like that that it makes perfect sense.- Yeah.
0:27:20 > 0:27:21She can stroll straight into the shower,
0:27:21 > 0:27:26do what she needs to do and it could prevent an accident or something,
0:27:26 > 0:27:28which, quite frankly, would cost a lot of money.
0:27:28 > 0:27:32Definitely. If you broke a bone or ended up in hospital.
0:27:32 > 0:27:34- She was overjoyed.- Yeah.
0:27:34 > 0:27:38These things, I mean, it is money, but at the end of the day,
0:27:38 > 0:27:41if it helps somebody stay in their home, it's going to save money
0:27:41 > 0:27:44in the long run and make their lives much happier.
0:27:44 > 0:27:49It gives them more independence and keeps them safe in their own home.
0:27:49 > 0:27:51You've done very well. When can you start, then?
0:27:51 > 0:27:53THEY LAUGH
0:27:57 > 0:27:59That's it for today.
0:27:59 > 0:28:02Join me next time on the front line with Britain's housing officers.