0:00:02 > 0:00:05The law says everyone has the right to a safe place to live.
0:00:05 > 0:00:07I worry about the fire risk here.
0:00:07 > 0:00:09But for thousands of people across Britain,
0:00:09 > 0:00:13the reality can be more hovel than home.
0:00:13 > 0:00:16How many months ago was it that we had this place cleaned?
0:00:16 > 0:00:18The whole of that bit goes black with mould.
0:00:18 > 0:00:19Hello?
0:00:19 > 0:00:22In the battle between tenants and landlords...
0:00:22 > 0:00:25- It's your fault, not the door's fault.- This is what you get.
0:00:25 > 0:00:26..it's local housing officers...
0:00:26 > 0:00:27What's causing that smell?
0:00:27 > 0:00:29..who are on the front line.
0:00:29 > 0:00:32The son's come out with baseball bats and knives on occasions.
0:00:32 > 0:00:33I'm Matt Allwright...
0:00:33 > 0:00:36A lot of this problem is caused by the dogs.
0:00:36 > 0:00:38- That's your responsibility.- Yeah.
0:00:38 > 0:00:42..and I'm back on the job, once again joining the ranks of the housing enforcers.
0:00:42 > 0:00:44It's got that mouse smell.
0:00:44 > 0:00:45They're tackling problem properties...
0:00:45 > 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 > 0:00:55So, I need to tell you that you're committing an offence under the Housing Act.
0:00:55 > 0:00:58..and doing their best to help those in need.
0:00:58 > 0:00:59We've won.
0:01:06 > 0:01:07Today...
0:01:07 > 0:01:08Can you tell me what it is?
0:01:08 > 0:01:11I'm working on the basis that it's marijuana.
0:01:11 > 0:01:15..council housing officers attempt to sniff out an illegal drug den.
0:01:15 > 0:01:18Got to be careful, in case there's any needles around.
0:01:19 > 0:01:22A dispute between a landlord and tenant...
0:01:22 > 0:01:24The other room as well is having the same issue.
0:01:24 > 0:01:26..reaches breaking point.
0:01:26 > 0:01:29The gentleman here is not being reasonable.
0:01:30 > 0:01:33And I investigate one property so crammed with clutter...
0:01:33 > 0:01:35It's hard to see where you would sleep.
0:01:35 > 0:01:38..that it's putting the occupants at risk.
0:01:38 > 0:01:40We have had the Fire Brigade round to have a look.
0:01:44 > 0:01:47Right now, Britain is in the middle of a housing crisis.
0:01:47 > 0:01:49If you want to buy a property, typically
0:01:49 > 0:01:54you will need to have saved almost three years' salary as a deposit.
0:01:54 > 0:01:58And that will get you a mortgage that will make your eyes water.
0:01:58 > 0:02:01No wonder we've now got more people renting
0:02:01 > 0:02:05than at any time in the last 60 years.
0:02:05 > 0:02:09Protecting those renters are the country's housing enforcers.
0:02:09 > 0:02:13And in this programme, that's what I'll be training to become.
0:02:14 > 0:02:17Anyone can find themselves with problem neighbours.
0:02:17 > 0:02:21But what happens when it goes beyond a few parking rows
0:02:21 > 0:02:22and some loud music?
0:02:26 > 0:02:30Is there anything worse than finding out you've got a drugs den in the neighbourhood?
0:02:30 > 0:02:33It's disgusting behaviour and won't be tolerated.
0:02:33 > 0:02:36Dealing with the ultimate in nightmare neighbours
0:02:36 > 0:02:38comes with the territory
0:02:38 > 0:02:41for antisocial behaviour officer Tony Silverio.
0:02:41 > 0:02:45Hi. Right, what have you got for me today?
0:02:45 > 0:02:48We've got quite an interesting day for you. Or, at least the morning.
0:02:51 > 0:02:53I'm in Stevenage.
0:02:53 > 0:02:56And I'm learning what happens when a property or,
0:02:56 > 0:02:59more accurately, the tenants require drastic action.
0:02:59 > 0:03:02These were properties that had
0:03:02 > 0:03:07quite a heavy drugs activity in the past.
0:03:07 > 0:03:12They were the subject of a number of drugs warrants.
0:03:13 > 0:03:14Can you tell me what it is?
0:03:14 > 0:03:17I'm working on the basis that it's marijuana of some sort.
0:03:17 > 0:03:20It is cannabis. And that's a cannabis grinder.
0:03:20 > 0:03:24So, they just turn it and grind it into smaller pieces
0:03:24 > 0:03:26to add to their tobacco.
0:03:26 > 0:03:29I've seen housing officers go to great lengths
0:03:29 > 0:03:32to make sure that tenants can stay in their properties.
0:03:32 > 0:03:34But there comes a point when the local authority
0:03:34 > 0:03:38has to take the welfare of the rest of the community into account.
0:03:38 > 0:03:42In our case, we want to make sure there's a safe environment for everybody else
0:03:42 > 0:03:43who lives around that property.
0:03:43 > 0:03:46So one of the things we immediately try and do
0:03:46 > 0:03:50is to disrupt whoever is at the property.
0:03:50 > 0:03:53Once they've been arrested by the police,
0:03:53 > 0:03:55if we put a closure order on the property,
0:03:55 > 0:03:59it means that their associates will no longer keep going to that locality.
0:03:59 > 0:04:02And that means that, for three months,
0:04:02 > 0:04:07the neighbours, the residents can have peace of mind,
0:04:07 > 0:04:10because they know that these people aren't turning up any more.
0:04:11 > 0:04:15Closure orders come under antisocial behaviour legislation
0:04:15 > 0:04:17and their use to deal with drug dens
0:04:17 > 0:04:21has led to them becoming known as crack house closure orders.
0:04:21 > 0:04:23They give the police or the local authority
0:04:23 > 0:04:27the power to close a property down for a period of three months
0:04:27 > 0:04:32if a person is engaged in disorderly, offensive or criminal behaviour on the premises.
0:04:32 > 0:04:37Or the use of the premises has resulted in serious nuisance to members of the public.
0:04:39 > 0:04:42Or if there has been disorder near those premises,
0:04:42 > 0:04:45associated with the use of those premises.
0:04:45 > 0:04:49The whole point of the closure order is that we have a court order
0:04:49 > 0:04:53that specifically says you are no longer permitted to enter this property.
0:04:53 > 0:04:56If you do, you are going to get arrested.
0:04:56 > 0:04:59Presumably, Tony, what you'd really like is to be able to take this property away
0:04:59 > 0:05:02and instantly give it to somebody else that really needs it?
0:05:02 > 0:05:04It's not quite as straightforward as that.
0:05:04 > 0:05:06But that is the end result we are looking for.
0:05:06 > 0:05:10What we try and do is do the property closure,
0:05:10 > 0:05:14go back to court and obtain an eviction order.
0:05:14 > 0:05:16We then take back the property.
0:05:16 > 0:05:21And, clearly, we've got people on the waiting list who are far more deserving of those properties.
0:05:21 > 0:05:26Once the three months have elapsed, the council can then enforce an eviction order,
0:05:26 > 0:05:28provided it's been granted by the courts.
0:05:28 > 0:05:32OK, it's time to go out there and have a look.
0:05:32 > 0:05:35At the first address on the list,
0:05:35 > 0:05:38it looks like the council's actions are working.
0:05:39 > 0:05:41The boards still seem to be in place, anyway.
0:05:43 > 0:05:47And the closure orders are all still there as well.
0:05:47 > 0:05:49And the windows are all still in place.
0:05:49 > 0:05:52So it's not looking, from the outside, certainly,
0:05:52 > 0:05:54as if anyone's tried to get in.
0:05:54 > 0:05:55No.
0:05:55 > 0:05:59This is a really nice, well-kept community of houses, isn't it?
0:05:59 > 0:06:02It is. And as you can see, it's, you know,
0:06:02 > 0:06:04a leafy, green part of Stevenage
0:06:04 > 0:06:08with many families all being affected by one household.
0:06:08 > 0:06:10They would have all known what's going on here, really,
0:06:10 > 0:06:14because, you know, the pattern of behaviour here is completely different
0:06:14 > 0:06:16from maybe all the other houses where people are, you know,
0:06:16 > 0:06:19going to work, taking their kids to school.
0:06:19 > 0:06:22- This is, like, day-long, night-long nonsense, isn't it?- Absolutely.
0:06:25 > 0:06:29Will things be just as secure at the second property?
0:06:29 > 0:06:31This feels pretty solid.
0:06:32 > 0:06:36Closure orders like these are an important tool in combating antisocial behaviour
0:06:36 > 0:06:39and also helping to protect the wider community.
0:06:40 > 0:06:44But the council still has a duty of care to the offending tenant.
0:06:45 > 0:06:47As landlords, we may not like it,
0:06:47 > 0:06:50but how are we going to evict somebody when they have an addiction?
0:06:52 > 0:06:57We are very much dependent on putting a case to a court and a judge,
0:06:57 > 0:07:01who will determine whether they're going to make somebody homeless.
0:07:01 > 0:07:04At the back of their mind is going to be the thought,
0:07:04 > 0:07:08this individual is a vulnerable individual with an addiction.
0:07:08 > 0:07:12If we make them homeless, what is going to happen to them,
0:07:12 > 0:07:16in light of the fact that they have quite a serious addiction?
0:07:17 > 0:07:19There's a very good chance they could be dead in a few months.
0:07:19 > 0:07:23And that is a very difficult thing for everyone to deal with.
0:07:23 > 0:07:28The closure order has meant the tenants haven't been able to access their properties for three months.
0:07:28 > 0:07:32During that time, one of them has decided to terminate their tenancy,
0:07:32 > 0:07:35saving the council the hassle of eviction.
0:07:38 > 0:07:41That means it's time for project officer Peter Lerman
0:07:41 > 0:07:44to assess the damage and see what needs to be done
0:07:44 > 0:07:46to bring the property back into occupation.
0:07:51 > 0:07:53There's a lot of work here.
0:07:55 > 0:07:58Right, it needs a clearance, three new doors.
0:08:00 > 0:08:02I've got to be careful, in case there's any needles around.
0:08:04 > 0:08:08The renovation provides the perfect opportunity to install a new kitchen
0:08:08 > 0:08:11from the council's Decent Homes budget.
0:08:11 > 0:08:15This is funding provided by central government to ensure that social housing is up to scratch.
0:08:16 > 0:08:20There ain't much of a kitchen in here, and what is... Isn't much left.
0:08:22 > 0:08:23So, this'll get Decent Homes.
0:08:25 > 0:08:27The bath is new-ish.
0:08:28 > 0:08:30The basin could be original.
0:08:30 > 0:08:33The toilet's new-ish, so it wouldn't get Decent Homes.
0:08:33 > 0:08:35It's just in poor condition.
0:08:35 > 0:08:38So we'll sort the plinth out under the toilet
0:08:38 > 0:08:43and then tidy it up and it'll stay like that for the next tenant.
0:08:45 > 0:08:49Peter and his team wasted no time in getting the flat fully renovated.
0:08:49 > 0:08:53And now that new tenants have finally moved in,
0:08:53 > 0:08:55that's got to be good news for the neighbours.
0:09:00 > 0:09:03Now, there's an old saying that talk is cheap.
0:09:03 > 0:09:06But if you get a tenant and a landlord who aren't talking,
0:09:06 > 0:09:09it can be downright expensive for everyone involved.
0:09:12 > 0:09:13In the West Midlands,
0:09:13 > 0:09:16Sandwell Council's housing standards officer, Richard Hawkins,
0:09:16 > 0:09:18is on his way to a property
0:09:18 > 0:09:22where the tenants complained the landlord won't carry out repairs.
0:09:22 > 0:09:27But the landlord insists it's the tenant who won't let him in to do the work.
0:09:27 > 0:09:28It's a classic problem.
0:09:28 > 0:09:34So, we've left it 21 days to try and get some kind of agreement to a negotiation going between the two.
0:09:34 > 0:09:36Unfortunately, that's now failed.
0:09:36 > 0:09:40With both parties blaming the other and the situation in deadlock,
0:09:40 > 0:09:42Richard has to get to the bottom of the problem.
0:09:42 > 0:09:44I'm going to go out today, assess the property,
0:09:44 > 0:09:47give it a good inspection from top to bottom, and, hopefully,
0:09:47 > 0:09:50have a chat with the tenant and maybe get the landlord down there
0:09:50 > 0:09:52to try and resolve this access problem.
0:09:52 > 0:09:53- Mr Bulgari in?- Yeah.
0:09:53 > 0:09:55- Are you OK to come in?- Come in.
0:09:55 > 0:09:57- How are you?- Fine.- Nice to meet you.
0:09:57 > 0:10:00Tenant Fuseini has been renting the house
0:10:00 > 0:10:03with his wife and three young children for four months.
0:10:03 > 0:10:07We contacted your landlord and he said he hadn't been able to access the property.
0:10:07 > 0:10:10Has he tried to access or send anybody round to try and do anything?
0:10:10 > 0:10:12He sent two builders and they've come and checked,
0:10:12 > 0:10:15but I don't know what they told him.
0:10:15 > 0:10:17The only thing I know is,
0:10:17 > 0:10:20every time I try to talk to him about the repairs,
0:10:20 > 0:10:22he said he can't afford it,
0:10:22 > 0:10:24it's too costly, he can't afford it.
0:10:24 > 0:10:26- Telling you that he can't afford it? - Yeah.
0:10:26 > 0:10:30He's still got to repair any additional repairs that are in this property,
0:10:30 > 0:10:34which, obviously, you can show me the issues to that and we can come to that next.
0:10:34 > 0:10:37And first on the list is the kitchen window.
0:10:37 > 0:10:40This place, when it was raining, you see?
0:10:40 > 0:10:43When it's raining, you see the door is closed.
0:10:43 > 0:10:44But water enters.
0:10:46 > 0:10:48Right, OK.
0:10:48 > 0:10:49It's closed, but when it's raining...
0:10:49 > 0:10:52Oh, yeah, you can see the water's poured inside it.
0:10:52 > 0:10:54But there's a much bigger issue
0:10:54 > 0:10:58that really isn't helping to calm down relations between the tenant and the landlord.
0:10:58 > 0:11:02This kitchen, there's no heating system here.
0:11:02 > 0:11:03Yep. OK.
0:11:03 > 0:11:05There's no heater in here at all.
0:11:05 > 0:11:08It's a shame, because it's done to such a high standard,
0:11:08 > 0:11:11you'd expect simple things like heating to have been put in.
0:11:11 > 0:11:13- No heating.- No heating here.
0:11:13 > 0:11:16And it's having a very serious knock-on effect.
0:11:16 > 0:11:19You've got quite a considerable amount of mould growth.
0:11:19 > 0:11:22You've got this layer of cold and damp.
0:11:22 > 0:11:25You can actually see it's condensation.
0:11:25 > 0:11:28Because there's no heating, warm, moist air from cooking
0:11:28 > 0:11:31is condensing on the cold walls and windows,
0:11:31 > 0:11:33making the kitchen a breeding ground for mould and mildew.
0:11:33 > 0:11:37But upstairs, too much moisture of a whole other kind
0:11:37 > 0:11:39is causing a more serious problem.
0:11:39 > 0:11:41OK, right. Quite a lot of...
0:11:41 > 0:11:44- I can actually smell the damp in here.- It's very bad.
0:11:44 > 0:11:47That's why I say it's very bad for the kids.
0:11:47 > 0:11:48It's actually bubbling.
0:11:48 > 0:11:51The difference between condensation and penetrative,
0:11:51 > 0:11:54and you can see it here, is the bubbling.
0:11:54 > 0:11:57I mean, this is a watertight paint.
0:11:57 > 0:11:59It's a gloss finish.
0:11:59 > 0:12:03And you can see that I'm actually pushing the plasterwork underneath.
0:12:03 > 0:12:05You can see it moving.
0:12:05 > 0:12:08Penetrating damp is caused by water leaking through the walls,
0:12:08 > 0:12:11usually as a result of structural problems in a building.
0:12:11 > 0:12:14And you don't need a surveyor to spot what's causing it here.
0:12:15 > 0:12:16There's no guttering above.
0:12:16 > 0:12:20So, obviously, the water is hitting the wall, coming straight down. The flashing's gone.
0:12:20 > 0:12:23Literally that entire wall has got a penetration issue.
0:12:23 > 0:12:27He's accusing us that we are damaging his property...
0:12:27 > 0:12:28That's not the case at all.
0:12:29 > 0:12:32Whether it's down to the landlord being unwilling to make repairs,
0:12:32 > 0:12:35or Fuseini being unwilling to let him in,
0:12:35 > 0:12:37this is a lose-lose situation.
0:12:37 > 0:12:40The landlord's facing a much bigger repair bill
0:12:40 > 0:12:43and the family's paying for a room they can't use.
0:12:43 > 0:12:45When we started getting this problem,
0:12:45 > 0:12:48all the kids I moved with us in one room,
0:12:48 > 0:12:51because the other room as well is having the same issue.
0:12:51 > 0:12:55The family of five are currently all sleeping in one room,
0:12:55 > 0:12:58because they say the third bedroom is also uninhabitable.
0:12:58 > 0:13:03But unlike the penetrating damp, which the landlord needs to fix next door,
0:13:03 > 0:13:05this room just needs a good airing.
0:13:05 > 0:13:09To be honest, wind and ventilation would stop the mould growing.
0:13:09 > 0:13:11Basically, with this, it's condensation,
0:13:11 > 0:13:14because it's a cold part and you've got the blinds in the way.
0:13:14 > 0:13:19Damp problems can often occur because tenants don't ventilate the place properly.
0:13:19 > 0:13:23And Richard has a simple solution to bring the room back into use.
0:13:23 > 0:13:25What you need to do - bleach it.
0:13:25 > 0:13:27I've been bleaching.
0:13:27 > 0:13:29- How often?- Weekly.
0:13:30 > 0:13:33Weekly? That's more than a week's growth of mould.
0:13:33 > 0:13:35OK, I've seen everything. Thank you.
0:13:37 > 0:13:42Coming up later, we'll be hearing the landlord's side of the story from his brother.
0:13:42 > 0:13:46My young brother's sent e-mails and we've not had any response.
0:13:46 > 0:13:49And Richard's still left trying to work out who's at fault.
0:13:49 > 0:13:52I think that there's probably two sides to what's going on.
0:13:52 > 0:13:55And, obviously, there's been a bit of friction.
0:13:59 > 0:14:02Situated on the coast of Kent is the borough of Swale.
0:14:05 > 0:14:07Home to almost 150,000 people,
0:14:07 > 0:14:10the area is within commuter reach from London,
0:14:10 > 0:14:13meaning property prices are constantly on the increase.
0:14:13 > 0:14:18The result of that is a huge gap between benefits received and rental prices.
0:14:20 > 0:14:23I'm joining up with housing options officer Sue Davis
0:14:23 > 0:14:25from Swale District Council.
0:14:25 > 0:14:28She often has to deal with the problem of homelessness.
0:14:29 > 0:14:32Today, Sue is going to introduce me to a young lady
0:14:32 > 0:14:35who's in a situation that Sue has to deal with a lot.
0:14:37 > 0:14:40This young lady came to me a couple of weeks back,
0:14:40 > 0:14:44dragging the most enormous suitcase ever. And your mum on the phone to me,
0:14:44 > 0:14:48saying the situation had completely broken down beyond any reconciliation.
0:14:48 > 0:14:50No family members at all to stay with.
0:14:50 > 0:14:52No more friends to stay with.
0:14:52 > 0:14:54And you presented as homeless, didn't you?
0:14:54 > 0:14:57We thought of everything - friends, relatives, there was nowhere to go.
0:14:57 > 0:14:59Mum, Dad, very emotional.
0:14:59 > 0:15:02Everyone would not let Louise back in the family home at all.
0:15:03 > 0:15:05So, we were left with no choice on that night.
0:15:05 > 0:15:08We placed her in temporary emergency accommodation here,
0:15:08 > 0:15:11which has fantastic support and we use as a stepping stone.
0:15:11 > 0:15:14So, we could be looking at seeing whether or not we can get you back to Mum's.
0:15:15 > 0:15:20Or we look to see whether we need to move you on to a young person's scheme.
0:15:20 > 0:15:23But at any point in all of that, no matter what happens,
0:15:23 > 0:15:26going back to parents is something that we always want you to do, if that's possible.
0:15:26 > 0:15:29- Do you still feel the same? - That's not going to happen.
0:15:29 > 0:15:31Me and Mum spoke about it.
0:15:31 > 0:15:32I'm not allowed back.
0:15:32 > 0:15:35She says we get on better when I'm not there.
0:15:35 > 0:15:37Did she use the words "not allowed back"?
0:15:42 > 0:15:47Young people risking life on the streets is a serious and growing problem.
0:15:47 > 0:15:52In 2014, there were just under 111,000 applications
0:15:52 > 0:15:53for homelessness made in England.
0:15:53 > 0:15:57Just over half were under the age of 25.
0:15:58 > 0:16:00More than half became homeless
0:16:00 > 0:16:02because of a relationship breakdown.
0:16:02 > 0:16:04And over six out of ten young homeless people
0:16:04 > 0:16:08aren't in education, employment or training.
0:16:08 > 0:16:11- Are you scared to go home in case it goes wrong?- No.
0:16:11 > 0:16:13There's just no point, because I'll be back.
0:16:13 > 0:16:15So you're worried it will go wrong?
0:16:15 > 0:16:17No, I'm not worried about it.
0:16:17 > 0:16:18I know it will go wrong anyway,
0:16:18 > 0:16:20and I'll be back within a couple of weeks.
0:16:20 > 0:16:22It's a growing problem.
0:16:22 > 0:16:27And like Louise, it's often due to a rift between the young person and their family.
0:16:29 > 0:16:31- Is it all right if I have a quick chat to Louise?- Yeah.
0:16:31 > 0:16:33- If that's all right with you, Louise, yeah?- Thank you.
0:16:35 > 0:16:38What's it giving you, being here and not home?
0:16:38 > 0:16:40I don't know. My own little bit of space, really.
0:16:40 > 0:16:41- Sue's amazing.- Mm.
0:16:41 > 0:16:46I mean, she's sitting there and she is into every part of your life
0:16:46 > 0:16:49and trying to understand it and help you with it.
0:16:49 > 0:16:51So what is she?
0:16:51 > 0:16:52Is she, like, erm...
0:16:52 > 0:16:54Is she a friend or is she, you know,
0:16:54 > 0:16:57someone from the council or a family member?
0:16:57 > 0:16:59I see her as a mother figure, to be quite honest.
0:16:59 > 0:17:02So, the next step is to try and get other accommodation out of here,
0:17:02 > 0:17:05something a bit more permanent, a bit more independent.
0:17:05 > 0:17:07I don't know. Maybe.
0:17:07 > 0:17:09- I don't have a clue. - Do you not?- No.
0:17:09 > 0:17:11You've got to work out who you are.
0:17:11 > 0:17:14And, you know, this doesn't happen overnight.
0:17:14 > 0:17:16So, best of luck. Fingers crossed.
0:17:16 > 0:17:17- Thank you.- Cheers.
0:17:19 > 0:17:22Back in the office, I want to understand a little more
0:17:22 > 0:17:25about how Sue manages to mediate these situations.
0:17:25 > 0:17:29You just sort of pour in the care and affection until they submit.
0:17:29 > 0:17:32That's your technique, isn't it? It's just relentless.
0:17:32 > 0:17:35Yeah. You don't give up. You cannot give up with young people.
0:17:35 > 0:17:40And with Louise, I have a complete feeling that I'm going to get her home,
0:17:40 > 0:17:42even if it's just temporary.
0:17:42 > 0:17:45But all she's saying to you the whole time is,
0:17:45 > 0:17:47"I'm never going back there."
0:17:47 > 0:17:52You know, your instinct is to override that
0:17:52 > 0:17:55and do what you think's best for her. Is that right?
0:17:55 > 0:17:58Her and her mum have a good relationship. They just don't know it at the moment.
0:18:00 > 0:18:03A few days later and Sue is off to a meeting at Porchlight,
0:18:03 > 0:18:06one of the local charities that specialises in providing accommodation
0:18:06 > 0:18:08for the more vulnerable homeless.
0:18:10 > 0:18:14We're off to a young person's housing scheme to meet Louise.
0:18:14 > 0:18:17She's got an interview at one with support workers.
0:18:17 > 0:18:20A fantastic scheme for young people.
0:18:20 > 0:18:22And we're going to meet with her at one
0:18:22 > 0:18:24and see how she gets on at the interview.
0:18:26 > 0:18:28You're going to be absolutely fine.
0:18:28 > 0:18:32As Sue and Louise head on inside to meet the project managers...
0:18:32 > 0:18:33Hello. It's Sue and Louise.
0:18:33 > 0:18:37..the camera crew remain outside to make sure the interview stays private.
0:18:38 > 0:18:40This is a Kent-based charity
0:18:40 > 0:18:43that's been operating since the early '70s,
0:18:43 > 0:18:46working to bring some relief and support to the homeless
0:18:46 > 0:18:48by putting a roof over their heads
0:18:48 > 0:18:51or by helping to prevent them from being homeless in the first place.
0:18:54 > 0:18:58Well, just finished the interview with Louise. It went really well.
0:18:58 > 0:19:00She did really well. I'm really proud of her.
0:19:00 > 0:19:02She's got to wait about a week for it to be decided.
0:19:02 > 0:19:05And then we'll find out more and catch up with her then.
0:19:05 > 0:19:08This is a terrific step forward.
0:19:08 > 0:19:09For Sue and her colleagues,
0:19:09 > 0:19:14getting young people like Louise back home with their parents is really key.
0:19:15 > 0:19:17And on that note, Sue has an update.
0:19:17 > 0:19:21..is on the waiting list for the young person's scheme.
0:19:21 > 0:19:23She's back at home. So, that's really good.
0:19:23 > 0:19:26And she's just waiting for a flat to come up.
0:19:26 > 0:19:28And so we're going to carry on working with her
0:19:28 > 0:19:30until we've got her finally settled.
0:19:36 > 0:19:38In the West Midlands,
0:19:38 > 0:19:41Sandwell housing standards officer Richard Hawkins
0:19:41 > 0:19:46has been trying to resolve a dispute between a landlord and a tenant over outstanding repairs.
0:19:46 > 0:19:50He said he can't afford it, it's too costly.
0:19:50 > 0:19:52Richard hopes getting both parties together to talk
0:19:52 > 0:19:55could still resolve the situation amicably.
0:19:55 > 0:20:00So the landlord's brother, Amir Afzal, has agreed to give his side of the argument.
0:20:00 > 0:20:04I've heard what the tenants have said and I'd like to hear from you guys what's going on.
0:20:04 > 0:20:07- We can, perhaps, have a sit down first, have a chat... - Yeah, no problem at all.
0:20:07 > 0:20:09..and have a look at some of the stuff.
0:20:09 > 0:20:10- No problems.- OK, brilliant.
0:20:10 > 0:20:14The first issue Richard wants to address is a classic breakdown in communication.
0:20:14 > 0:20:16My young brother's sent e-mails,
0:20:16 > 0:20:19sent recorded delivery letters as well,
0:20:19 > 0:20:21and we've not had any response.
0:20:21 > 0:20:25So, the issues you've got with the tenants, basically, is that they're not coming back to you
0:20:25 > 0:20:28and talking to you about issues or when...
0:20:28 > 0:20:30It's not only that. The gentleman here is not being reasonable
0:20:30 > 0:20:33in allowing people to come out and have a look
0:20:33 > 0:20:37and see if there's any problem and what problems there are.
0:20:37 > 0:20:40Although he claims the landlord said he can't afford the repairs,
0:20:40 > 0:20:45Fuseini's failure to grant access hasn't made it easy for him to work out what needs to be done.
0:20:46 > 0:20:48He never phoned me.
0:20:48 > 0:20:50And the letters I've been receiving.
0:20:50 > 0:20:54But the e-mail, I don't check my e-mail often.
0:20:54 > 0:20:57If we just go back, rewind the whole matter,
0:20:57 > 0:21:02and if people were reasonable with each other, there's not a problem that cannot be solved.
0:21:02 > 0:21:04They might never agree about who's at fault,
0:21:04 > 0:21:07but Richard's hoping a simple lesson in economics
0:21:07 > 0:21:11will help both of them see sense and avoid the family having to leave.
0:21:11 > 0:21:15Your brother's going to end up with an empty property that's going to have a void period
0:21:15 > 0:21:16and you'll have to redecorate it
0:21:16 > 0:21:19and you'll have to then go down advertising it, missing rent,
0:21:19 > 0:21:22all that. A lot of cost. You're going to be going down a route
0:21:22 > 0:21:24where you'll have to find another accommodation,
0:21:24 > 0:21:27you're going to be moving, contracts, agency fees etc.
0:21:27 > 0:21:30There's a lot of costs for both of you here.
0:21:30 > 0:21:31If we can address that today,
0:21:31 > 0:21:34then you can carry on, obviously, getting the rent in.
0:21:34 > 0:21:37- And then you, obviously, still have a family home.- Yeah.
0:21:37 > 0:21:40The first step is giving the landlord's brother access to the bedroom,
0:21:40 > 0:21:45so he can inspect the extent of the damage caused by the damp for himself.
0:21:45 > 0:21:48- At first, when I walked in, I thought condensation.- Yeah.
0:21:48 > 0:21:50Then I noticed it stops dead here.
0:21:50 > 0:21:51Right.
0:21:51 > 0:21:54And you've obviously got quite a line.
0:21:54 > 0:21:56- And if you look, it's bubbling. - Right. OK.
0:21:56 > 0:21:58You've got penetrating damp here.
0:21:58 > 0:22:02- You need to get a surveyor in to give you some advice on that. - OK. No problem.
0:22:02 > 0:22:04It seems like Richard's making progress.
0:22:04 > 0:22:07It goes to show, if you're dealing with landlord and tenant disputes,
0:22:07 > 0:22:09clear communication is essential.
0:22:11 > 0:22:15In the future, whatever needs doing, addressing,
0:22:15 > 0:22:17- I will contact you myself...- Yeah.
0:22:17 > 0:22:21- ..and then we will arrange for people to come in and do whatever is necessary.- Yeah.
0:22:21 > 0:22:23OK, we have seen and discussed everything.
0:22:23 > 0:22:27But given their track record, Richard's leaving nothing to chance.
0:22:27 > 0:22:31Now, if there's an issue in the future with repairs,
0:22:31 > 0:22:34between either of you with communication or anything,
0:22:34 > 0:22:38both of you, I'm going to give my mobile number and my office desk number
0:22:38 > 0:22:41- and you come to me on either side if there's an issue, all right?- OK.
0:22:41 > 0:22:44Well, that looks like a successful visit to me.
0:22:44 > 0:22:46Thanks to Richard's diplomatic skills,
0:22:46 > 0:22:48it seems like everything's back on track.
0:22:48 > 0:22:52If we can get the repairs over to the landlord, get him to sort those out,
0:22:52 > 0:22:56now that the tenants and the landlord are talking with each other, we might be able to move forward.
0:22:56 > 0:22:58They can, hopefully, stay at the property
0:22:58 > 0:23:01and get the repairs done and everyone's a winner.
0:23:07 > 0:23:14In Stevenage, the council owns and rents out around a quarter of the town's homes.
0:23:14 > 0:23:15Right, so this one here...
0:23:15 > 0:23:19'As part of my training, I'm joining housing officer Tracy Jackson
0:23:19 > 0:23:20'on her latest visit to
0:23:20 > 0:23:23'a council-run sheltered housing complex.
0:23:23 > 0:23:27'She wants me to see a really challenging case.'
0:23:27 > 0:23:30What is the particular issue with this place?
0:23:30 > 0:23:33The tenant has been hoarding for some time,
0:23:33 > 0:23:35so, keeping a lot of belongings,
0:23:35 > 0:23:38just not clearing at all.
0:23:39 > 0:23:42The tenants are an elderly couple and their 30-year-old son.
0:23:42 > 0:23:44They didn't want to appear on camera,
0:23:44 > 0:23:47but were happy for us to film inside their flat.
0:23:48 > 0:23:50The bedrooms are through here.
0:23:52 > 0:23:54This is the son's bedroom.
0:23:54 > 0:23:56I don't know whether...
0:23:56 > 0:23:59I think I'll just have to let you... Do you want to just come in?
0:23:59 > 0:24:01- Yeah, I think that is a one-man job, that.- Have a one-man peek.
0:24:01 > 0:24:05- Yeah, I'm not going to be able to get much further than that.- No.
0:24:06 > 0:24:09But that is much, much better than when I last saw it.
0:24:09 > 0:24:11- This is an improvement? - Yeah, much better.
0:24:11 > 0:24:14There's still quite a long way to go, though.
0:24:14 > 0:24:17Between 2 and 5% of adults in the UK
0:24:17 > 0:24:19show some symptoms of hoarding.
0:24:19 > 0:24:22It's considered a significant medical problem
0:24:22 > 0:24:27when it seriously affects a person's ability to live normally.
0:24:27 > 0:24:31In some cases, it's also associated with other mental health issues,
0:24:31 > 0:24:33such as anxiety or depression.
0:24:34 > 0:24:38You're dealing with something that really has to be quite sensitively managed.
0:24:38 > 0:24:43Oh, definitely. And to part with the belongings, it is a big thing.
0:24:43 > 0:24:46So it isn't just a practical job of clearing,
0:24:46 > 0:24:48it's actually letting go of everything.
0:24:49 > 0:24:51This is the gentleman's bedroom here.
0:24:53 > 0:24:54Oh, OK.
0:24:54 > 0:24:56- And this is still being used as a bedroom?- Yes, yeah.
0:24:56 > 0:25:02- At the moment, you know, you've got just a mountain, really...- Yeah.
0:25:02 > 0:25:04..of possessions there.
0:25:04 > 0:25:05That's right.
0:25:05 > 0:25:08You know, I worry about the fire risk here.
0:25:08 > 0:25:11We have had the Fire Brigade round to have a look.
0:25:11 > 0:25:15But, you know, you do need to consider is it safe to have mountains of paper?
0:25:15 > 0:25:19Tracy's fully aware that the tenants' safety comes first.
0:25:19 > 0:25:22But as the council's the landlord,
0:25:22 > 0:25:24she also has to protect the property.
0:25:24 > 0:25:28The clutter could lead to rodent or insect infestations,
0:25:28 > 0:25:32blocked drains and other issues that could affect neighbouring properties.
0:25:32 > 0:25:35But despite these risks, she has to tread carefully
0:25:35 > 0:25:39when dealing with what is a complex psychological condition.
0:25:39 > 0:25:43Where do you draw the line between intervention and interference?
0:25:43 > 0:25:46Obviously, it's very important not to judge.
0:25:46 > 0:25:51So, as you say, people can live how they want, as long as it's safe.
0:25:51 > 0:25:56You've also got to keep the property maintained. This is their home
0:25:56 > 0:25:58- but it's not their property.- Yes.
0:25:58 > 0:26:01It's our property, and we do need to keep it to a certain level.
0:26:01 > 0:26:05It's always going to come down to cooperation and collaboration
0:26:05 > 0:26:07with the person that's living here, isn't it?
0:26:07 > 0:26:12Yeah, we've got to allow them to live here peacefully.
0:26:12 > 0:26:15It's their home, and we've got to remember that.
0:26:15 > 0:26:17But, you know, we are the landlords
0:26:17 > 0:26:20and we need to take responsibility for that as well.
0:26:21 > 0:26:25Part of that responsibility is keeping the home up to scratch.
0:26:25 > 0:26:30The frustrating thing is that the council really wants to improve this property.
0:26:30 > 0:26:32They've committed to fitting a new kitchen
0:26:32 > 0:26:34under their Decent Homes initiative.
0:26:34 > 0:26:36Right, so this is the kitchen in question...
0:26:36 > 0:26:38- That's right. - ..that we're talking about.
0:26:38 > 0:26:41Yeah, this is the kitchen that we'd like to redo.
0:26:41 > 0:26:45The kitchen fitters have already tried to do their job once,
0:26:45 > 0:26:48but were scuppered by a room rammed full of stuff.
0:26:48 > 0:26:51But the council can't just throw out the tenants' belongings.
0:26:51 > 0:26:54It's important that the hoarder tackles their own problem
0:26:54 > 0:26:58and takes responsibility for clearing the clutter themselves.
0:26:58 > 0:27:00It's been a long and slow process.
0:27:00 > 0:27:02But with Tracy's encouragement and support,
0:27:02 > 0:27:05there are certainly signs of progress.
0:27:05 > 0:27:08Is that something that you've had to build up,
0:27:08 > 0:27:10that sense of trust, over time?
0:27:10 > 0:27:12- Or was it actually... - Yes, over time.
0:27:12 > 0:27:16We would do monthly visits and say, "Can you clear a bit more?"
0:27:16 > 0:27:21The gentleman has accepted that he is hoarding, which he says, for him,
0:27:21 > 0:27:26is the first step, you know, towards making progress and improving, really.
0:27:28 > 0:27:31Hoarding can be a difficult condition to understand
0:27:31 > 0:27:34and it raises loads of questions.
0:27:34 > 0:27:37But it seems so long as these tenants have the council as a landlord,
0:27:37 > 0:27:39they're in the right hands.
0:27:39 > 0:27:42Of course, it's easy to look at that scenario there and say,
0:27:42 > 0:27:46"People that treat a council house like that don't deserve one."
0:27:46 > 0:27:51But then, they are the sort of people who need the protection of a council house
0:27:51 > 0:27:54and the council to look over them and say,
0:27:54 > 0:27:56"Listen, we can help you. We can make your lives better."
0:27:56 > 0:27:58And that seems like what they're doing.
0:27:58 > 0:28:02They're making small steps to improve the property
0:28:02 > 0:28:04and their standard of living.
0:28:07 > 0:28:09That's it for today.
0:28:09 > 0:28:10Join me next time, when I'll be
0:28:10 > 0:28:14finding out what it takes to become a front-line housing officer.