0:00:02 > 0:00:03Oh, my God!
0:00:03 > 0:00:07The law says everyone has the right to a safe place to live.
0:00:07 > 0:00:10I wouldn't ever envision anybody living like this.
0:00:10 > 0:00:13But for thousands of people across the UK,
0:00:13 > 0:00:15the reality can be more hovel than home.
0:00:15 > 0:00:18The house was a death trap, at the end of the day.
0:00:18 > 0:00:21- In the battle for decent housing... - Leaving things, that's what happens.
0:00:21 > 0:00:24That is totally unacceptable.
0:00:24 > 0:00:27..it's local housing officers who are on the front line.
0:00:27 > 0:00:29If somebody had have died here, you would have been
0:00:29 > 0:00:31standing in Coroner's Court.
0:00:32 > 0:00:36I'm Matt Allright and I'm back with the housing enforcers.
0:00:36 > 0:00:37Oh!
0:00:37 > 0:00:39- You all right?- Yeah, good.
0:00:39 > 0:00:42I'll be with them as they tackle problem properties
0:00:42 > 0:00:44and slum conditions...
0:00:44 > 0:00:45Faeces isn't the issue of...
0:00:45 > 0:00:47Faeces is an issue, Glyn!
0:00:47 > 0:00:51..as they deal with dodgy landlords, nightmare neighbours
0:00:51 > 0:00:53and everything in between...
0:00:53 > 0:00:56Oh, no! That's incredible!
0:00:56 > 0:01:00..doing their best to help those in need of a happy and healthy home.
0:01:00 > 0:01:03- Ain't it fabulous? - Oh, Margaret, oh, Margaret.
0:01:08 > 0:01:12Today - a dangerously overcrowded house puts lives at risk...
0:01:12 > 0:01:15It really does look, as you say, shanty town.
0:01:15 > 0:01:16Yeah, it's not up to standard.
0:01:18 > 0:01:21..council tenants swap properties to find their perfect home...
0:01:21 > 0:01:25- This will be the last move we do. - Yes.- Unless we win the lottery
0:01:25 > 0:01:27and then we'll buy a place in Spain.
0:01:27 > 0:01:30- The chances of that are slim. - Very slim.
0:01:30 > 0:01:34..housing officers face a serious case of insect infestation...
0:01:34 > 0:01:37I think the mum and dad came in and the little baby came in,
0:01:37 > 0:01:39and she was actually covered in bites.
0:01:39 > 0:01:42- Have you got one?- We've got snails, wasps and bedbugs.
0:01:42 > 0:01:45I think one more and you've got a zoo, haven't you?
0:01:45 > 0:01:48..and tempers flare over plans to tackle antisocial behaviour.
0:01:48 > 0:01:51It's getting a bit more heated. I'll be honest with you.
0:01:51 > 0:01:53I think Andrew's in a bit of a corner.
0:01:53 > 0:01:55I've got to take action against people that are breaking
0:01:55 > 0:01:57their tenancy conditions
0:01:57 > 0:01:59and I've got to show I mean it, as well.
0:02:02 > 0:02:04We might not always know it,
0:02:04 > 0:02:07but there are people from every local council
0:02:07 > 0:02:12whose job it is to make sure we have a safe roof over our heads.
0:02:12 > 0:02:17I'm working alongside the men and the women who use the law
0:02:17 > 0:02:20to make sure we don't live in slums,
0:02:20 > 0:02:25but in homes fit to raise a family or enjoy our retirement.
0:02:25 > 0:02:28They can make sure that you have the facilities you need
0:02:28 > 0:02:30as you get older.
0:02:30 > 0:02:33They have the power to start the process
0:02:33 > 0:02:38that can send a bad landlord to prison or help evict a bad tenant.
0:02:38 > 0:02:41They are the Housing Enforcers.
0:02:42 > 0:02:44Oxford.
0:02:45 > 0:02:48Not just a city of attractive architecture
0:02:48 > 0:02:51and high-flying academics, it's also the most expensive place
0:02:51 > 0:02:54to rent accommodation outside London,
0:02:54 > 0:02:56which makes it really tough
0:02:56 > 0:02:58for those people who need somewhere affordable to live.
0:03:01 > 0:03:05I'm with housing officers Rebecca Jeffries and Adrian Chowns
0:03:05 > 0:03:08checking up on a rented house where the landlord was prosecuted
0:03:08 > 0:03:10for not licensing the property.
0:03:10 > 0:03:12It also had serious maintenance problems
0:03:12 > 0:03:14and no fire safety precautions.
0:03:14 > 0:03:17Although the landlord has appointed a new managing agent,
0:03:17 > 0:03:20he hasn't taken over running the property yet.
0:03:20 > 0:03:24So as I understand it, if you've got a landlord that really failed,
0:03:24 > 0:03:27is persistently non-compliant,
0:03:27 > 0:03:29he's not helping himself or themselves,
0:03:29 > 0:03:32then you can step in and say,
0:03:32 > 0:03:34"Do you know what? We need to look after this property,"
0:03:34 > 0:03:37and just make it everything that it needs to be by law.
0:03:37 > 0:03:39That's effectively it.
0:03:39 > 0:03:41We're going to look at the property today
0:03:41 > 0:03:43just to see what is actually needed
0:03:43 > 0:03:46at the property to improve it and make it safe
0:03:46 > 0:03:49and a better standard for the tenants to live in.
0:03:52 > 0:03:55There are currently 12 people, including four kids,
0:03:55 > 0:03:59crammed into this four-bedroom house that's, well, ramshackle,
0:03:59 > 0:04:00to say the least.
0:04:03 > 0:04:06Look at the way this back part has been built.
0:04:06 > 0:04:08Breeze block and then rapidly rendered
0:04:08 > 0:04:12and then on the outside of that you've got plastic fascia.
0:04:12 > 0:04:18It's damaged anyway, and, um... you know, looking at that
0:04:18 > 0:04:22you'd be suspicious that any of it is watertight in any way.
0:04:22 > 0:04:25Yeah, and I would say, well, it definitely doesn't meet
0:04:25 > 0:04:27building regulations.
0:04:27 > 0:04:28It's most likely not had planning
0:04:28 > 0:04:32and if you look at the cladding,
0:04:32 > 0:04:35you know, it's literally... that is the thickness of the wall.
0:04:35 > 0:04:38It really does look, as you say, shanty town.
0:04:38 > 0:04:41Yeah, it's not up to standard.
0:04:41 > 0:04:43Which makes it all the more shocking
0:04:43 > 0:04:46that there's someone living in it.
0:04:46 > 0:04:50- Contract is rubbish.- Right.
0:04:50 > 0:04:54Promised a room for my family, yes?
0:04:54 > 0:04:55Yep.
0:04:55 > 0:04:58'Marta has come to the UK from Romania
0:04:58 > 0:05:01'but despite having regular work as a cleaner for a large bank,
0:05:01 > 0:05:06'this sub-standard lean-to is all she can afford.'
0:05:06 > 0:05:10- Not electric, not electric. - No electricity.
0:05:10 > 0:05:14Not...congelator, frigider. Not internet, not...
0:05:14 > 0:05:17Who's in this bed?
0:05:17 > 0:05:20Is provizoriu...
0:05:20 > 0:05:24un Romanian, this room.
0:05:24 > 0:05:27Someone from there comes in and sleeps in here with you? A man?
0:05:27 > 0:05:29Yeah.
0:05:29 > 0:05:31A relative?
0:05:31 > 0:05:33Are they a relative, brother, or...?
0:05:33 > 0:05:36- No!- Son? Or...different?- Yeah.
0:05:36 > 0:05:38- Yeah.- Yeah. OK.
0:05:40 > 0:05:43So Marta pays £500 a month plus bills
0:05:43 > 0:05:45and has to share a room with a man she doesn't even know!
0:05:45 > 0:05:49If that wasn't bad enough, the conditions in here are appalling.
0:05:50 > 0:05:54This door isn't... No close.
0:05:54 > 0:05:56- So you have no lock on the door. - Not close.
0:05:56 > 0:05:58You have no heating in here,
0:05:58 > 0:05:59you have no light bulb.
0:06:00 > 0:06:04You can see daylight coming through in the corners
0:06:04 > 0:06:06so if there's daylight,
0:06:06 > 0:06:09that presumably means water possibly as well.
0:06:09 > 0:06:12This has just been thrown up.
0:06:12 > 0:06:14There's no lock on the door,
0:06:14 > 0:06:17there's no fire safety on the door, kind of goes without saying.
0:06:17 > 0:06:21But we've got an exposed wire here where there should be a light bulb.
0:06:21 > 0:06:23The only source of heat...
0:06:23 > 0:06:26This wall again, it's debatable, whether...
0:06:26 > 0:06:28That's stud.
0:06:28 > 0:06:32- Light, light.- When you look at... - That's your only light?
0:06:32 > 0:06:36- This is illumination, light. - That's all you've got?
0:06:37 > 0:06:40We're going to look at the rest of the house now, Marta.
0:06:40 > 0:06:42Thank you for talking to us.
0:06:42 > 0:06:44- Thank you.- Thank you.
0:06:44 > 0:06:46It's hard to imagine what it must be like
0:06:46 > 0:06:48for Marta to live in these conditions,
0:06:48 > 0:06:52and the high turnover of tenants must be especially unsettling.
0:06:53 > 0:06:55This is the locked room
0:06:55 > 0:06:57where supposedly there are four Romanian men staying
0:06:57 > 0:07:01and they have a cat and a dog,
0:07:01 > 0:07:04and I can't work out how big that room would be.
0:07:04 > 0:07:08I have had access to this room before. It's very, very small.
0:07:08 > 0:07:11It's about the size of a double mattress, so it's as wide as this.
0:07:11 > 0:07:13- Seriously? - It's very, very small.
0:07:13 > 0:07:16And you've got four fully grown men living in there,
0:07:16 > 0:07:19and sometimes that spills out and one of them stays in with her?
0:07:19 > 0:07:21That's changed since I was here last,
0:07:21 > 0:07:26so the occupancy just seems to be very fluid in this house
0:07:26 > 0:07:28and it's very hard to know who's sleeping where.
0:07:31 > 0:07:32'Without proper management,
0:07:32 > 0:07:35'a property like this can quickly become
0:07:35 > 0:07:38'an uncomfortable, overcrowded free-for-all and, worse,
0:07:38 > 0:07:39'put tenants' safety at risk.'
0:07:44 > 0:07:47So here we've got, there's no thumb catch on this, which means
0:07:47 > 0:07:50that again, if there was a fire and people were trying to get out,
0:07:50 > 0:07:55for security you'd want to shut it but doing that means,
0:07:55 > 0:07:58- if you haven't got the key with you, you're not getting out.- No.
0:07:58 > 0:08:01'And the ceiling tiles are a real concern.'
0:08:01 > 0:08:03These are just awful.
0:08:03 > 0:08:05There's no fire-proof version of these, is there?
0:08:05 > 0:08:08These are just standard '70s nightmare...
0:08:08 > 0:08:12There's two issues with these. If these catch on fire,
0:08:12 > 0:08:14you've got the issue of them melting and dripping on to you,
0:08:14 > 0:08:16which would burn
0:08:16 > 0:08:18and they also release toxic fumes.
0:08:18 > 0:08:23- It sticks and burns, and then burns the...- Yeah.
0:08:23 > 0:08:26You know, when you've melted some plastic
0:08:26 > 0:08:30and it drips. If you imagine that, it's like a shower.
0:08:31 > 0:08:35'A shower of melting plastic doesn't bear thinking about.
0:08:35 > 0:08:38'But those tiles are just one thing in a long list of problems
0:08:38 > 0:08:42'with this place. From the simply shoddy...'
0:08:42 > 0:08:45- All the light bulbs are missing. - They've all been pulled.
0:08:45 > 0:08:46'..to the unacceptable...'
0:08:46 > 0:08:50That room doesn't have windows. That room is completely blocked in.
0:08:50 > 0:08:53'..to the downright dangerous.'
0:08:53 > 0:08:57Any children in this house, really, straight down there,
0:08:57 > 0:09:01straight down the stairs and it's a good 10, 12-foot drop, isn't it?
0:09:01 > 0:09:03'The broken banister is yet another example
0:09:03 > 0:09:08'of how poor maintenance could prove lethal, and as for the kitchen...'
0:09:08 > 0:09:11I mean, this is asking for a fire to happen in this place
0:09:11 > 0:09:14because we've got a deep-fat fryer there,
0:09:14 > 0:09:17we've got a cooker that's covered in grease anyway,
0:09:17 > 0:09:20and then the main door through to the rest of the house
0:09:20 > 0:09:22and to the stairwell,
0:09:22 > 0:09:25there's no fire protection on that, there's no seals on it.
0:09:25 > 0:09:27'I think we've seen enough for now.'
0:09:28 > 0:09:33Well, I mean, we've got full notebooks, definitely.
0:09:33 > 0:09:36There's enough in that place, really, to send shivers
0:09:36 > 0:09:38up your spine from all sorts of different directions.
0:09:38 > 0:09:39Yeah. Absolutely.
0:09:41 > 0:09:44Another really abysmal house
0:09:44 > 0:09:46that's being let to as many people
0:09:46 > 0:09:49as you can possibly squeeze into its boundaries
0:09:49 > 0:09:52and the thing, you know, you look at fire alarms
0:09:52 > 0:09:56and you can look at bathrooms and leaks and all that stuff -
0:09:56 > 0:09:59it doesn't mean anything until you meet someone like Marta
0:09:59 > 0:10:02who is working her socks off
0:10:02 > 0:10:06and is loving being in this country in every respect,
0:10:06 > 0:10:09apart from the place that she's currently living
0:10:09 > 0:10:13which is just taking advantage of her need to live somewhere.
0:10:13 > 0:10:16It's not the sort of place...
0:10:16 > 0:10:19I wouldn't keep my dog there, is the honest truth
0:10:19 > 0:10:22and if we've done nothing else today,
0:10:22 > 0:10:25we've hopefully started the process where that comes to an end for her.
0:10:28 > 0:10:30Later, we'll be back to see if the new managing agent
0:10:30 > 0:10:33has been able to turn the property around.
0:10:33 > 0:10:36It has been a tough property to manage.
0:10:36 > 0:10:39Certain occupants of the property are not happy with people
0:10:39 > 0:10:41coming in and doing jobs inside the house.
0:10:48 > 0:10:50Where we want to live and what we need from our homes
0:10:50 > 0:10:53changes as our circumstances change.
0:10:53 > 0:10:56In Suffolk, housing officer Ian Watson's on his way
0:10:56 > 0:10:59to meet the tenants of two council properties
0:10:59 > 0:11:00whose homes are no longer
0:11:00 > 0:11:02meeting their needs.
0:11:02 > 0:11:04But they've found a solution to the problem.
0:11:04 > 0:11:06They're doing a straight swap.
0:11:07 > 0:11:10We're just nipping over to Sudbury.
0:11:10 > 0:11:12I've got a mutual exchange to do with a couple of tenants.
0:11:12 > 0:11:15They're both Babergh District Council tenants.
0:11:15 > 0:11:18One lives over in Long Melford in a flat
0:11:18 > 0:11:21and the other one has got a house in Sudbury.
0:11:21 > 0:11:23Known as a tenancy exchange,
0:11:23 > 0:11:27many tenants living in council-owned or housing association properties
0:11:27 > 0:11:30have the right to swap their home for one more suited to their needs,
0:11:30 > 0:11:34as long as their council or housing association agrees.
0:11:34 > 0:11:39They can mutually exchange from anywhere, erm, in the country
0:11:39 > 0:11:43with any other social housing provider or any other council.
0:11:43 > 0:11:45It doesn't cost them a penny.
0:11:45 > 0:11:47We do all the paperwork and everything for 'em
0:11:47 > 0:11:52and they then move off into the other house that they've chosen,
0:11:52 > 0:11:54if they can find somebody else
0:11:54 > 0:11:57in a similar position who wants to exchange.
0:11:58 > 0:12:00To qualify for an exchange,
0:12:00 > 0:12:03tenants must hold a secure or assured tenancy.
0:12:03 > 0:12:05The council or housing association
0:12:05 > 0:12:08have 42 days to approve or refuse a request to exchange.
0:12:08 > 0:12:11Exchanges must be arranged by the tenants themselves.
0:12:14 > 0:12:15Many people looking to swap
0:12:15 > 0:12:18advertise on independent tenancy exchange websites,
0:12:18 > 0:12:23as councils rarely have their own lists of tenants looking to move.
0:12:23 > 0:12:26So finding someone to swap with can be the hardest part,
0:12:26 > 0:12:29as Adam and Nina Wreford discovered
0:12:29 > 0:12:31when they decided they needed to relocate
0:12:31 > 0:12:33from their council house in Sudbury.
0:12:33 > 0:12:36The process itself with Babergh has been very good.
0:12:36 > 0:12:39The only downfall side
0:12:39 > 0:12:42is when you start looking to try and mutual exchange,
0:12:42 > 0:12:45to find the perfect property and to get the right person
0:12:45 > 0:12:47who wants to exchange with you.
0:12:47 > 0:12:50That is the bit that takes a long time.
0:12:50 > 0:12:53And because their perfect property was four miles away
0:12:53 > 0:12:55in the highly sought-after village of Long Melford,
0:12:55 > 0:12:58the move really has been a long time coming.
0:12:58 > 0:13:03We've been looking for six years, erm, but it's taken us
0:13:03 > 0:13:08that long to find the ideal location for where we want to be,
0:13:08 > 0:13:10which is closer to Nina's parents.
0:13:12 > 0:13:15Her mum's not been very well and her dad's getting older.
0:13:15 > 0:13:18It was good to be close to them to help them in their later life.
0:13:20 > 0:13:23Once voted the seventh most desirable village in Britain,
0:13:23 > 0:13:26it's no wonder homes here are in high demand.
0:13:26 > 0:13:30But for tenant Alex Coombes, the location's far from ideal.
0:13:30 > 0:13:33My issue is that I don't drive.
0:13:33 > 0:13:35I'm moving because I want to be closer to my friends,
0:13:35 > 0:13:39I've got family, my daughter's nursery, my work.
0:13:40 > 0:13:44Just everywhere in that area is just where I want to be.
0:13:45 > 0:13:47Alex's flat is only the third property
0:13:47 > 0:13:50to come up for exchange in six years.
0:13:50 > 0:13:53One tenant didn't want to move to the Wrefords' house in Sudbury
0:13:53 > 0:13:56and another decided not to leave the village after all.
0:13:56 > 0:14:00But now the couple's patience has finally paid off.
0:14:00 > 0:14:02When this opportunity came up,
0:14:02 > 0:14:05Alex was happy to exchange with us
0:14:05 > 0:14:07and we were happy to exchange with Alex.
0:14:07 > 0:14:11We're literally going to be 100 yards away from, erm,
0:14:11 > 0:14:15Nina's family so it's ideal for us.
0:14:15 > 0:14:18And, of course, like so many other people
0:14:18 > 0:14:21who want to live in Long Melford, the move isn't only about
0:14:21 > 0:14:23being on hand for Nina's parents.
0:14:26 > 0:14:27It is the location.
0:14:27 > 0:14:30For us, we'd much rather at this point in life
0:14:30 > 0:14:33rather move into a village where it's a little bit quieter,
0:14:33 > 0:14:36a little bit more relaxed. Isn't it?
0:14:36 > 0:14:39Plus I was born there so I'd like to go back.
0:14:39 > 0:14:42Yeah, plus Nina basically came from there.
0:14:42 > 0:14:46So it's going back to where Nina's roots are.
0:14:47 > 0:14:50But before anyone's going anywhere,
0:14:50 > 0:14:53Ian needs to get everyone together to sign the paperwork
0:14:53 > 0:14:55and make the swap official.
0:14:55 > 0:14:58- Hello there. Sorry I'm late. - Come in.
0:14:58 > 0:14:59Sorry I'm late.
0:14:59 > 0:15:03Right, let's see... Alex is here already.
0:15:03 > 0:15:05- Yes.- Let's get this show on the road, then, shall we?
0:15:05 > 0:15:07You OK for me to go through?
0:15:07 > 0:15:10With the application for the exchange approved,
0:15:10 > 0:15:13both tenants need to sign what's known as a deed of assignment,
0:15:13 > 0:15:16passing all rights and, just as importantly,
0:15:16 > 0:15:19all responsibilities for their property to each other.
0:15:19 > 0:15:21OK, firstly what I'm going to do,
0:15:21 > 0:15:24I'm going to get you to sign your bits and pieces.
0:15:25 > 0:15:27OK, lovely. That's that.
0:15:27 > 0:15:31OK, now, Alex, got to do the same for yourself.
0:15:31 > 0:15:34And once he's dotted the "I"s and crossed the "T"s,
0:15:34 > 0:15:38it's the responsibilities Ian's keen to point out.
0:15:38 > 0:15:42If either of you leaves any rubbish at the property,
0:15:42 > 0:15:44you argue amongst yourselves.
0:15:44 > 0:15:46Not with me.
0:15:46 > 0:15:49Because at the end of the day, it's up to you to clear your own rubbish.
0:15:49 > 0:15:51- Other than that - happy? - Yep.
0:15:51 > 0:15:53- Any problems, you know where I am. - Yes.
0:15:53 > 0:15:56- Apart from all the rubbish. - Apart from rubbish!
0:15:56 > 0:15:59- Cheers, then. Bye.- Bye.
0:15:59 > 0:16:01Forms signed, and with everyone quite clear
0:16:01 > 0:16:04who's responsible for making sure nothing is left behind,
0:16:04 > 0:16:07Ian's hopeful the move should run smoothly.
0:16:07 > 0:16:10Both of the parties in there are very good,
0:16:10 > 0:16:12very happy they're going to be moving.
0:16:12 > 0:16:16In terms of it obviously one couple being nearer
0:16:16 > 0:16:19to ill-health parents, so that'll make their life easier
0:16:19 > 0:16:23and young Alex, it'll make it easier for her to get into work.
0:16:23 > 0:16:25It's taken them six years, but now
0:16:25 > 0:16:29they've secured their perfect home, in their perfect location,
0:16:29 > 0:16:31Adam and Nina aren't planning
0:16:31 > 0:16:33to go through the process again any time soon.
0:16:33 > 0:16:35This will be the last move we do.
0:16:35 > 0:16:39- Yes.- Unless we win the lottery, and then we'll buy a place in Spain.
0:16:39 > 0:16:42Then that will be different but you know,
0:16:42 > 0:16:45- the chances of that are slim, so... - Slim, very slim.
0:16:48 > 0:16:50A few weeks later, now they're in,
0:16:50 > 0:16:54the likelihood of them leaving seems even more remote.
0:16:54 > 0:16:55Fantastic.
0:16:55 > 0:16:58I have to say, best move we made.
0:16:58 > 0:17:01Being closer to Nina's elderly parents happened
0:17:01 > 0:17:02in just the nick of time.
0:17:02 > 0:17:04It's been very handy,
0:17:04 > 0:17:07because mother-in-law's recently broke her wrist,
0:17:07 > 0:17:10so being so close, that was very useful, wasn't it?
0:17:12 > 0:17:15Yes, it was, yes. Looked after her all the time, so...
0:17:15 > 0:17:18After waiting patiently for so long,
0:17:18 > 0:17:21the mutual exchange scheme's helped them finally find a home
0:17:21 > 0:17:23exactly where they want to be.
0:17:23 > 0:17:25I do like the village life.
0:17:25 > 0:17:28I was fed up in the end of living in the town.
0:17:28 > 0:17:30It's just so peaceful.
0:17:30 > 0:17:33You know, when you've been working all day and you get up
0:17:33 > 0:17:35so early to go to work,
0:17:35 > 0:17:38by the time you actually get home, all you want to do sometimes
0:17:38 > 0:17:40is just sit down, peace and quiet.
0:17:40 > 0:17:43Chill out. And here we can do that.
0:17:43 > 0:17:45- We're not going to move.- No!
0:17:45 > 0:17:47- We won't move again. - I shall stay here.
0:17:47 > 0:17:49- Yeah.- I'm a Melford girl.
0:17:49 > 0:17:53Melford born and bred, so I will be here till the dying day.
0:17:53 > 0:17:55And back in their old house in Sudbury,
0:17:55 > 0:17:59with friends, family and work right on the doorstep,
0:17:59 > 0:18:01the swap couldn't have gone any better for Alex
0:18:01 > 0:18:03and four-year-old Lacey either.
0:18:04 > 0:18:06My daughter does like the new house.
0:18:06 > 0:18:12She's quite happy and settled now in her new bedroom so it's great.
0:18:12 > 0:18:14The process of the mutual exchange
0:18:14 > 0:18:18was really quite good, and it all went pretty easily
0:18:18 > 0:18:21so it's just generally all round better.
0:18:26 > 0:18:30In Oxford, a landlord allowed 12 tenants to be crammed
0:18:30 > 0:18:33into a ramshackle four-bedroomed property.
0:18:34 > 0:18:37With housing officers Rebecca and Adrian,
0:18:37 > 0:18:42we also unearthed a long list of health and safety concerns.
0:18:42 > 0:18:45If these catch on fire, you've got the issue of them melting
0:18:45 > 0:18:47and dripping on to you, which would burn,
0:18:47 > 0:18:50and they also release toxic fumes.
0:18:50 > 0:18:53To deal with the overcrowding and ensure it's safe to live in,
0:18:53 > 0:18:55the council have insisted
0:18:55 > 0:18:58the landlord appoint an agent to manage the property.
0:18:58 > 0:19:01And a few weeks later, Rebecca's back to meet him.
0:19:01 > 0:19:03Hiya, how are you doing?
0:19:03 > 0:19:08I gave them a list of things that needed to be done urgently
0:19:08 > 0:19:10so we're here today to check those.
0:19:11 > 0:19:15Shall we start from the back and work our way forward?
0:19:15 > 0:19:17I have brought the list with me.
0:19:17 > 0:19:20Managing agent Idris has already begun making improvements
0:19:20 > 0:19:22but it's an ongoing challenge.
0:19:22 > 0:19:24It has been a tough property to manage.
0:19:24 > 0:19:27Certain occupants of the property are not happy with people coming in
0:19:27 > 0:19:29and doing jobs inside the house
0:19:29 > 0:19:32so they keep telling us, "You can't touch my bedroom,
0:19:32 > 0:19:35"you can't come inside my bedroom," so it's difficult.
0:19:35 > 0:19:36There is some good news, though.
0:19:36 > 0:19:39Marta, who was living in the lean-to,
0:19:39 > 0:19:41has now moved in with her daughter in London
0:19:41 > 0:19:44so no more sharing a bedroom with strange men.
0:19:45 > 0:19:48The council are now re-licensing the property
0:19:48 > 0:19:49to house just five tenants
0:19:49 > 0:19:50but it's still vital
0:19:50 > 0:19:53that any outstanding safety issues are tackled.
0:19:55 > 0:19:58- One of the things was this door. - Completely replaced.- OK.
0:20:00 > 0:20:03It has been replaced with the door with the thumb turn.
0:20:03 > 0:20:07Brilliant. So you can get out really quickly in the event of a fire.
0:20:07 > 0:20:08That's really good.
0:20:08 > 0:20:11Idris has already brought in some essential equipment.
0:20:11 > 0:20:13Bits and pieces you've done in here.
0:20:13 > 0:20:15You've got the fire blanket and extinguisher.
0:20:15 > 0:20:17But when it comes to fire safety,
0:20:17 > 0:20:20Rebecca wants to ensure nothing has slipped through the net.
0:20:20 > 0:20:23- You've had this door done as well? - Yes.
0:20:25 > 0:20:27Was this the door that was here already?
0:20:27 > 0:20:29This was the door, yes.
0:20:29 > 0:20:31OK, so you've done that.
0:20:31 > 0:20:36There's a gap here between the actual door and the actual heat...
0:20:36 > 0:20:39the expanding heat strip, um...
0:20:39 > 0:20:44so that might make it not completely fireproof.
0:20:44 > 0:20:48It might not seal, so I'm just going to take a few pictures
0:20:48 > 0:20:50and get a second opinion on that.
0:20:51 > 0:20:56It closes well, though, at least it self-closes and latches now.
0:20:57 > 0:21:00Our inspection turned up some '70s ceiling tiles
0:21:00 > 0:21:02that in a fire, could have melted
0:21:02 > 0:21:04and given off lethal toxic fumes.
0:21:04 > 0:21:07The polystyrene ceiling tiles, have they actually been removed?
0:21:07 > 0:21:09Yes, they've been removed.
0:21:09 > 0:21:12And that's been replaced with that. OK. Really good.
0:21:12 > 0:21:17Again, if there's a fire in here, that means there's no danger
0:21:17 > 0:21:21in the exit lobby of dripping ceiling tiles, so...
0:21:21 > 0:21:23OK. Brilliant.
0:21:23 > 0:21:25At the top of the stairs,
0:21:25 > 0:21:29some missing banister spindles also presented a serious risk.
0:21:31 > 0:21:34Thank goodness that's been done.
0:21:34 > 0:21:37OK. No, that's really good.
0:21:39 > 0:21:42OK.
0:21:42 > 0:21:44It wasn't just children we were worried about with that hole -
0:21:44 > 0:21:47it was anybody could have fallen down there, so that's good.
0:21:47 > 0:21:51Really happy with the repairs that have been made here and the lock's
0:21:51 > 0:21:55on the door so, from a fire safety point of view, it's really improved.
0:21:55 > 0:21:57Inspection over,
0:21:57 > 0:22:01all that remains now is to get the rest of the property up to scratch.
0:22:01 > 0:22:05Going forward, once the property's vacant, we'll see a full refurbish.
0:22:05 > 0:22:07- OK.- It will be to a standard
0:22:07 > 0:22:09where people can come in and enjoy the property.
0:22:09 > 0:22:12Much better about the property now. Thank you very much.
0:22:12 > 0:22:16- Thank you for meeting me. Thank you for your time.- Thank you.
0:22:16 > 0:22:17From an amenities perspective,
0:22:17 > 0:22:19obviously there's a lot of work to be done
0:22:19 > 0:22:21but, as Idris explained,
0:22:21 > 0:22:24whilst there are the current occupants,
0:22:24 > 0:22:26it's not possible at the moment
0:22:26 > 0:22:29so they are going through proceedings to reduce the number
0:22:29 > 0:22:31so that they can carry those works out.
0:22:31 > 0:22:34Once that happens, then everyone will be happy.
0:22:35 > 0:22:37And that hopefully means no-one will ever have to live
0:22:37 > 0:22:40in the same unacceptable conditions that Marta did.
0:22:50 > 0:22:52Every day, councils across the UK
0:22:52 > 0:22:55receive complaints about antisocial behaviour.
0:22:55 > 0:22:58But covering anything from dog fouling and littering
0:22:58 > 0:23:00to noise pollution and crime,
0:23:00 > 0:23:06exactly what qualifies as antisocial behaviour can be hard to pin down.
0:23:06 > 0:23:08Whatever it is, antisocial behaviour
0:23:08 > 0:23:10takes up a lot of council time.
0:23:11 > 0:23:14In Suffolk, housing officer Andrew Weavers
0:23:14 > 0:23:17has spent years handling all sort of complaints
0:23:17 > 0:23:19from the residents of one particular street.
0:23:19 > 0:23:22I've dealt with this road many, many times before.
0:23:22 > 0:23:23Always had a bit of a reputation.
0:23:23 > 0:23:26What kind of problems are we talking about?
0:23:26 > 0:23:27Antisocial behaviour.
0:23:27 > 0:23:28Children playing in the street,
0:23:28 > 0:23:31people using their front gardens to socialise in,
0:23:31 > 0:23:33parking - it's the whole shebang.
0:23:33 > 0:23:35Some things we can do things about.
0:23:35 > 0:23:37Some things we can't do things about.
0:23:37 > 0:23:40We can't do anything about people socialising in their front gardens,
0:23:40 > 0:23:43we can't do anything about children playing in the street
0:23:43 > 0:23:45unless they're causing criminal damage.
0:23:45 > 0:23:46'And there's the nub of the problem.
0:23:46 > 0:23:49'What's perfectly acceptable behaviour to one person
0:23:49 > 0:23:52'can seem totally unacceptable to someone else.'
0:23:52 > 0:23:55These are the sort of things that actually are difficult
0:23:55 > 0:23:58to take action on because there's no real laws against these things.
0:23:58 > 0:24:01They are just the way people choose to live their lives,
0:24:01 > 0:24:03which might rub up other people up the other way.
0:24:03 > 0:24:04So what can you actually do?
0:24:04 > 0:24:07We can talk to people about the way they look after their homes.
0:24:07 > 0:24:10There might be somebody that's got rubbish in their garden
0:24:10 > 0:24:13they can't be bothered, you know, to get rid of.
0:24:13 > 0:24:16I'm there to tell people they've got to do it.
0:24:16 > 0:24:20It sounds almost like "no more Mr Nice Guy".
0:24:20 > 0:24:21We've tried everything,
0:24:21 > 0:24:25so we might as well try, as you say, "no more Mr Nice Guy".
0:24:25 > 0:24:28Let's give it back to the people that live in these houses
0:24:28 > 0:24:29to deal with the problem.
0:24:29 > 0:24:32'Today Andrew's joining forces with the local police,
0:24:32 > 0:24:36'handing out a survey giving all the tenants a chance to have their say
0:24:36 > 0:24:38'on the issues that plague the street
0:24:38 > 0:24:40'and to say who they think is at fault.'
0:24:40 > 0:24:43What we might get hit with today is, "Well, the council,
0:24:43 > 0:24:44"they don't like coming down...
0:24:44 > 0:24:47"This is what happens, they don't like coming down here,
0:24:47 > 0:24:49"they don't clean the street often enough,
0:24:49 > 0:24:51"the police never come down here,"
0:24:51 > 0:24:53and this is why I've tried to bring the police in as well
0:24:53 > 0:24:57so they can be on hand to, you know, we're putting them out there,
0:24:57 > 0:25:00we're saying, "Right, if you're saying that the police never come
0:25:00 > 0:25:02"down, here they are - you can have a little chat with them."
0:25:02 > 0:25:06So that's where we are today. Looking forward to it?
0:25:06 > 0:25:08- In a funny way.- I'll be behind you.
0:25:08 > 0:25:09Right behind?
0:25:09 > 0:25:13- Right behind you. All the way. - Thank you!
0:25:13 > 0:25:14Once we get there,
0:25:14 > 0:25:17I can see just how subjective
0:25:17 > 0:25:20what constitutes antisocial behaviour can be
0:25:20 > 0:25:22and the difficulty the council faces
0:25:22 > 0:25:25deciding when to step in if there are complaints.
0:25:26 > 0:25:28I'm getting the feeling
0:25:28 > 0:25:30that this is maybe one that needs a bit of action.
0:25:30 > 0:25:33Really, as much as it might be a little bit untidy,
0:25:33 > 0:25:36there isn't really much enforcement action I could do.
0:25:36 > 0:25:38It would be being judgmental
0:25:38 > 0:25:39about the fact that you've got kids
0:25:39 > 0:25:41and you're letting your kids play outside.
0:25:41 > 0:25:43Well, if you're starting to do that...
0:25:43 > 0:25:46- You know, let's stop now, shall we? Cos...- Yeah, absolutely.
0:25:46 > 0:25:50There's quite a lot of dog mess here.
0:25:50 > 0:25:53Erm, so the dog mess is a problem but who...
0:25:53 > 0:25:56whose is it? That's the thing.
0:25:56 > 0:25:59Short of catching the dog and its owner in the act,
0:25:59 > 0:26:01it's impossible to find out who's responsible
0:26:01 > 0:26:05but Andrew hopes our presence might at least act as a future deterrent.
0:26:05 > 0:26:09Us being visible and actually doing some work here
0:26:09 > 0:26:12makes a bigger statement.
0:26:12 > 0:26:16You know, even if we can't find, er, the culprit, we'll get it cleaned.
0:26:16 > 0:26:17And from the small crowd that's gathered,
0:26:17 > 0:26:19it seems to be doing the trick.
0:26:19 > 0:26:21Today, what we're doing,
0:26:21 > 0:26:23is we're doing a perception survey.
0:26:23 > 0:26:25We're going around seeing what we can do better,
0:26:25 > 0:26:27what the police can do better.
0:26:27 > 0:26:30If these all get filled out and they come back to us,
0:26:30 > 0:26:31we'll try and take notice.
0:26:31 > 0:26:34If they're saying people...we're not cleaning the street enough,
0:26:34 > 0:26:37we'll do a bit more cleaning the street, you know.
0:26:37 > 0:26:40We've certainly had a reaction, let's say that much.
0:26:40 > 0:26:43I've been handing out the letters and as we've gone along,
0:26:43 > 0:26:47then a little sort of wake of people behind us have emerged
0:26:47 > 0:26:50from their homes and now, Andrew is addressing them as a group.
0:26:50 > 0:26:53All we're asking is for people to say, "Here's your house,
0:26:53 > 0:26:55"look after it." That's what we want.
0:26:55 > 0:26:59If we see some of the properties that are a little bit shabby,
0:26:59 > 0:27:01it's not us that's causing them to look shabby.
0:27:01 > 0:27:04It's quite tricky and I can see how
0:27:04 > 0:27:06at the moment it's all very reasonable
0:27:06 > 0:27:10and very rational, um, you know, and there's a good exchange of views.
0:27:10 > 0:27:13And although most of them don't want to be identified,
0:27:13 > 0:27:16it's safe to say the locals are very happy to share their opinions.
0:27:16 > 0:27:18- The bins are a problem. - Why are they a problem?
0:27:18 > 0:27:20Because the bin men refuse to take them.
0:27:20 > 0:27:23Well, I can get someone to come and talk to you
0:27:23 > 0:27:25but, you know, we can't always come out
0:27:25 > 0:27:28and deal with the little things when people want us to.
0:27:28 > 0:27:30We try and deal with everything if we can.
0:27:30 > 0:27:32If anyone comes to me, I'll deal with it.
0:27:32 > 0:27:34Today is also about getting the tenants
0:27:34 > 0:27:37to take more responsibility for themselves.
0:27:37 > 0:27:40And not everyone's happy with Andrew's new tougher approach.
0:27:40 > 0:27:43Now, the way everyone lives is entirely up to them, isn't it,
0:27:43 > 0:27:44but at the end of the day,
0:27:44 > 0:27:47we've all got to remember, we've got council accommodation.
0:27:47 > 0:27:49There's certain standards we have to deal with.
0:27:49 > 0:27:51You've jumped to it, for one house,
0:27:51 > 0:27:54and everyone else is standing back going, "Wait, what's wrong with us?"
0:27:54 > 0:27:57I can't speak for other people, I can only speak for myself,
0:27:57 > 0:27:59and I can only tell you the truth, all right?
0:27:59 > 0:28:02It's getting a bit more heated, I'll be honest with you.
0:28:02 > 0:28:05And I think Andrew's in a bit of a corner.
0:28:05 > 0:28:08I've got to take action against people that are breaking
0:28:08 > 0:28:09their tenancy conditions.
0:28:09 > 0:28:11And I've got to show I mean it as well, you know.
0:28:11 > 0:28:13You've got to meet them halfway.
0:28:13 > 0:28:16At some point, you've got to do some of that as a group
0:28:16 > 0:28:18and get organised a little bit, even.
0:28:18 > 0:28:21This is so far from the worst street I've seen.
0:28:21 > 0:28:23I cannot tell you some of the places I've been.
0:28:23 > 0:28:26You've got something really good here.
0:28:26 > 0:28:28The fact that you can all get together
0:28:28 > 0:28:31and talk like this in the street actually is incredibly rare.
0:28:31 > 0:28:34But if you can agree as a group what it is you want, you know
0:28:34 > 0:28:36Andrew can then make that happen.
0:28:36 > 0:28:37The people that live here
0:28:37 > 0:28:41obviously care about where they live and they want to improve things.
0:28:41 > 0:28:44But it's going to have to be a team effort.
0:28:44 > 0:28:45The council can't do it for them.
0:28:45 > 0:28:48It's so hard pleasing everybody.
0:28:48 > 0:28:50- You can't please everybody.- No, no.
0:28:50 > 0:28:52That's the thing, it's like I'm looking at them,
0:28:52 > 0:28:54there's a group over there,
0:28:54 > 0:28:57and each of them wants something slightly different from the one...
0:28:57 > 0:29:01They all think they're speaking with one voice, but in fact, they're not.
0:29:01 > 0:29:03They need to have a go at organising themselves
0:29:03 > 0:29:06and finding out what it is they all want.
0:29:06 > 0:29:09And then they'll discover that in fact it's not that easy.
0:29:09 > 0:29:12If we stop here, it's half a job done.
0:29:12 > 0:29:14I might as well, just, you know, make sure we finish.
0:29:14 > 0:29:15It's funny, isn't it?
0:29:15 > 0:29:18You know, streets, areas get reputations for the wrong reasons
0:29:18 > 0:29:21when in fact they should get them for the good stuff.
0:29:21 > 0:29:24Kids playing out in the street, and neighbours that know each other.
0:29:24 > 0:29:26What we used to call community.
0:29:26 > 0:29:30This one's not perfect - needs a bit of tweaking round the edges,
0:29:30 > 0:29:32but then find me a street that doesn't.
0:29:35 > 0:29:38Later, the results of the survey are in.
0:29:38 > 0:29:40The perception is,
0:29:40 > 0:29:44the council will not deal with that sort of complaint,
0:29:44 > 0:29:47because I'm here today to say we're not going to do it.
0:29:50 > 0:29:52Defending our right to a safe place to live
0:29:52 > 0:29:57is the job of housing officers right across the UK.
0:29:57 > 0:30:00This is not really an acceptable way of leaving the property behind.
0:30:00 > 0:30:02Do you think(?)
0:30:02 > 0:30:05'I'm working alongside the men and women that do exactly that.'
0:30:05 > 0:30:07- Top marks.- Yes!
0:30:07 > 0:30:09I'm hitting the streets...
0:30:09 > 0:30:10Hello, can you open up?
0:30:10 > 0:30:14Definitely somebody inside because we've seen movement.
0:30:14 > 0:30:16'..finding out what's happening on the front line...'
0:30:16 > 0:30:19The cistern's in the bath. I don't know how they flush it.
0:30:19 > 0:30:22..and learning what it takes to make sure
0:30:22 > 0:30:25a house is fit to be called a home.
0:30:25 > 0:30:27I'm very shocked. This is ridiculous.
0:30:27 > 0:30:30You shouldn't have people living in here.
0:30:34 > 0:30:37In 2013, home ownership in the UK
0:30:37 > 0:30:40fell to its lowest level in a quarter of a century,
0:30:40 > 0:30:43as ever-increasing prices keep more and more of us
0:30:43 > 0:30:46off the housing ladder and into rented properties.
0:30:46 > 0:30:50This is great news for landlords looking to make a profit,
0:30:50 > 0:30:52but it also means that councils up and down the country
0:30:52 > 0:30:55are being called upon to step in and rescue private tenants
0:30:55 > 0:30:58when things go wrong.
0:30:58 > 0:31:01In Wolverhampton, housing officer Clare Clifft
0:31:01 > 0:31:05has been contacted by a family living in a privately rented house
0:31:05 > 0:31:07who say their landlord has ignored
0:31:07 > 0:31:10their complaints about a nasty infestation.
0:31:13 > 0:31:17We've got a property that has potential bedbugs, so we're going
0:31:17 > 0:31:20to go and see if they've got an infestation in their house.
0:31:20 > 0:31:24They came into the offices to tell us about it.
0:31:24 > 0:31:26I think the mum and dad came in and the little baby came in,
0:31:26 > 0:31:29and she was actually covered in bites, actually.
0:31:29 > 0:31:32So we need to get a good look at the bites and see what's going on.
0:31:32 > 0:31:34Even though this is a privately owned house,
0:31:34 > 0:31:38it still has to meet certain health and safety requirements.
0:31:38 > 0:31:39If these aren't met,
0:31:39 > 0:31:41the council can step in and issue a notice
0:31:41 > 0:31:43ordering the landlord to sort the problem
0:31:43 > 0:31:47or, in extreme circumstances, take them to court.
0:31:47 > 0:31:50So Clare and colleague Sam Hoskins have come to investigate.
0:31:51 > 0:31:53Hiya, are you all right?
0:31:53 > 0:31:55It's Clare from the council. Are you OK?
0:31:55 > 0:31:58Nummoua, her husband Cyril and their four children
0:31:58 > 0:32:00have lived here for ten months.
0:32:00 > 0:32:03They say they've contacted the landlord about the bedbugs
0:32:03 > 0:32:05but he's done nothing about it.
0:32:05 > 0:32:06Out of desperation,
0:32:06 > 0:32:09they say they've been forced to call the council for help.
0:32:11 > 0:32:13Are these all from your bedbugs, no? On your arms?
0:32:15 > 0:32:17OK, so this was a lot worse the other day, wasn't it?
0:32:17 > 0:32:20- It's new cream. - Got any on your legs?
0:32:20 > 0:32:22This one, no.
0:32:22 > 0:32:26All right, then, we're going to pop up the stairs, all right?
0:32:27 > 0:32:29Bedbugs are small insects
0:32:29 > 0:32:30that can live in cracks and crevices
0:32:30 > 0:32:32in and around beds or sofas.
0:32:32 > 0:32:34They tend to feed at night,
0:32:34 > 0:32:37attracted by the heat and carbon dioxide we give off.
0:32:37 > 0:32:39If Clare and Sam are to help,
0:32:39 > 0:32:43they first need to find evidence of an infestation.
0:32:43 > 0:32:45- Why aren't you using this room, Cyril?- Sorry.
0:32:45 > 0:32:48- Are you using...? Is anyone sleeping in this room?- No, no.
0:32:48 > 0:32:50- Why? - Because it's here the bedbugs.
0:32:50 > 0:32:52Here's the bedbugs?
0:32:52 > 0:32:55- OK.- In here, yeah. These mattress, everything take out.
0:32:55 > 0:32:57- So all the bedbugs you think are in here?- Yeah, yeah.
0:32:57 > 0:33:00- So you're all sleeping in the two rooms?- Yeah.
0:33:00 > 0:33:04- Did you speak to the landlord?- Yeah. - What did he say?- Nothing.- Nothing.
0:33:06 > 0:33:09They're definitely present. It's just how big the infestation is.
0:33:09 > 0:33:11You see sort of the spots of blood,
0:33:11 > 0:33:15where...
0:33:15 > 0:33:17- it's been feeding, OK?- Yeah.- Yep.
0:33:18 > 0:33:21Although they don't transmit disease,
0:33:21 > 0:33:23having bedbugs isn't a nice experience,
0:33:23 > 0:33:27as their bites can cause a nasty, itchy reaction.
0:33:27 > 0:33:32So Sam is taking a piece of, um...
0:33:32 > 0:33:38Sellotape and patting it against the corners of the room and on the bed,
0:33:38 > 0:33:42because sometimes you can't always see the bedbugs in daylight.
0:33:42 > 0:33:45However, it looks like these bedbugs have either moved house or
0:33:45 > 0:33:47don't want to be caught.
0:33:47 > 0:33:50They're not the only thing worrying Clare.
0:33:51 > 0:33:54I'm going to be doing a full inspection, because I've noticed
0:33:54 > 0:33:58that there are some defects in the property,
0:33:58 > 0:34:01missing door handles, large section of the wall missing,
0:34:01 > 0:34:05got a broken floorboard, that window doesn't shut properly,
0:34:05 > 0:34:08we've got exposed electrics in the hallway.
0:34:08 > 0:34:10So whereas I thought it was
0:34:10 > 0:34:13just originally going to be a bedbug complaint,
0:34:13 > 0:34:16it's probably going to end up being a full inspection
0:34:16 > 0:34:18with works and default...er, works
0:34:18 > 0:34:21that the landlord has got to do as well.
0:34:21 > 0:34:22The house is in a shocking state
0:34:22 > 0:34:26but hopefully by having Clare and Sam involved,
0:34:26 > 0:34:27it will force the landlord
0:34:27 > 0:34:30into getting things sorted for the family.
0:34:30 > 0:34:32So...
0:34:32 > 0:34:34another problem.
0:34:35 > 0:34:38Let's have a look what the window's like.
0:34:38 > 0:34:42This window looks like it's about, not very well sealed in.
0:34:45 > 0:34:49The frame wobbles when you push it
0:34:49 > 0:34:51so it could do with full-on sealing,
0:34:51 > 0:34:54and we've got a wasps' nest.
0:34:56 > 0:35:01If you look, you can see all of the wasps coming in and out of the hole
0:35:01 > 0:35:05and the... Crikey, it's a very busy one.
0:35:05 > 0:35:08These aren't the insects Clare and Sam were looking for
0:35:08 > 0:35:12but the wasp problem will need to be sorted as soon as possible.
0:35:12 > 0:35:15- You never know what you're going to find.- There we go.
0:35:15 > 0:35:17But the fact that we've got quite... Have you got one?
0:35:17 > 0:35:19Now Sam's sticky tape has found
0:35:19 > 0:35:22what they were looking for in the first place -
0:35:22 > 0:35:26a bedbug in one of the mattresses the family has been sleeping on.
0:35:26 > 0:35:28Having dealt with infestations like this before,
0:35:28 > 0:35:31Clare's taking no chances.
0:35:31 > 0:35:34Sorry, I don't want to take them back to the office with me.
0:35:34 > 0:35:37Bedbugs aren't attracted to dirt and could quite easily have been
0:35:37 > 0:35:40in the house before Cyril and his family moved in.
0:35:40 > 0:35:43Just when it looked as if the infestation problem
0:35:43 > 0:35:46couldn't get any worse, there are signs that a third unwelcome guest
0:35:46 > 0:35:49might also have made the house its home.
0:35:49 > 0:35:53I think somewhere, some snails are getting in.
0:35:53 > 0:35:54This would be a right house, then,
0:35:54 > 0:35:59if we've got snails, wasps and bedbugs.
0:35:59 > 0:36:02I think one more and you've got a zoo, haven't you?
0:36:02 > 0:36:05Either that, Clare, or you're living in a giant peach.
0:36:05 > 0:36:08This house needs some desperate emergency attention.
0:36:08 > 0:36:10No, bit of food.
0:36:10 > 0:36:14You need to phone pest control on this number,
0:36:14 > 0:36:16tell them you've got bedbugs
0:36:16 > 0:36:19and they'll come out and spray, OK, but you need to ring them
0:36:19 > 0:36:21to book it in, all right,
0:36:21 > 0:36:24so make sure you ring that number today, all right?
0:36:24 > 0:36:27And then with the rest of the problems,
0:36:27 > 0:36:28I'm going to write to your landlord
0:36:28 > 0:36:30and tell him to get it done.
0:36:30 > 0:36:32OK? All right? Are you all right with that?
0:36:32 > 0:36:36- Yeah, yeah.- Yeah? Because there are things that need fixing.
0:36:36 > 0:36:38In an emergency situation like this
0:36:38 > 0:36:40and because no action's been taken,
0:36:40 > 0:36:42once the tenants have called in pest control,
0:36:42 > 0:36:46Clare has the power to charge the landlord for the cost.
0:36:46 > 0:36:47Right, thank you.
0:36:47 > 0:36:50I'll give you a ring, OK, and let you know what's happening.
0:36:50 > 0:36:52All right. See you later, bye.
0:36:53 > 0:36:57Calling in Clare and Sam was a last resort for Cyril and Nummoua,
0:36:57 > 0:36:59but it was the right option
0:36:59 > 0:37:01as the bedbug problem is as the top of a very long list
0:37:01 > 0:37:04of issues that must be dealt with.
0:37:05 > 0:37:07There is a lot of work to be done,
0:37:07 > 0:37:10quite a bit of structural work outside,
0:37:10 > 0:37:13so I'll send him a letter saying exactly what needs to be done
0:37:13 > 0:37:16and then give him 28 days, see what he does,
0:37:16 > 0:37:19come out and re-inspect and take it from there, really.
0:37:21 > 0:37:23The landlord has now started work
0:37:23 > 0:37:26to put right all the maintenance issues at this property.
0:37:26 > 0:37:29Pest control contractors have been called in to deal with
0:37:29 > 0:37:32the wasps' nest and, although it took three treatments,
0:37:32 > 0:37:34the bedbugs have now gone.
0:37:39 > 0:37:41We're back in Suffolk,
0:37:41 > 0:37:45where housing officer Andrew Weavers was conducting a survey
0:37:45 > 0:37:48to tackle complaints about antisocial behaviour on what had,
0:37:48 > 0:37:52fairly or unfairly, come to be known as a problem street.
0:37:52 > 0:37:55Look, you know, we can't always come out and deal with the little things
0:37:55 > 0:37:57when people want us to deal with the little things.
0:37:57 > 0:37:59We'll try and deal with everything if we can.
0:37:59 > 0:38:03That was two months ago. Now, with the survey results in,
0:38:03 > 0:38:05Andrew's organised a meeting with the residents
0:38:05 > 0:38:08to discuss its outcome. And like the last time they all met,
0:38:08 > 0:38:12he's prepared for the debate to get a little bit heated.
0:38:12 > 0:38:14If there's an issue with people
0:38:14 > 0:38:17breaching their tenancy agreement, we'll deal with it.
0:38:17 > 0:38:20If people have broken the law, the police will deal with it.
0:38:20 > 0:38:22Anything else, really, I think
0:38:22 > 0:38:25they've got to take the bull by the horns themselves.
0:38:26 > 0:38:28The meeting's in a local pub,
0:38:28 > 0:38:32which could be handy if Andrew needs a bit of Dutch courage.
0:38:32 > 0:38:34The turnout's probably about 10 or 15 people
0:38:34 > 0:38:39but they're going to be probably the people with a lot of the issues,
0:38:39 > 0:38:41so, looking forward to it.
0:38:41 > 0:38:42Not!
0:38:44 > 0:38:46But Andrew's not here on his own.
0:38:46 > 0:38:48Having been part of the team on the streets,
0:38:48 > 0:38:52PCSO Gemma Robinson and housing officer Helen Brodowski
0:38:52 > 0:38:55will be part of his backup team.
0:38:55 > 0:38:59The recent survey that we did says that the council don't do anything.
0:38:59 > 0:39:02I'm here to sort of dispel that myth.
0:39:02 > 0:39:05We've got to talk about the jobs that we do,
0:39:05 > 0:39:06what can be expected
0:39:06 > 0:39:10and managing everybody's expectation about the council.
0:39:11 > 0:39:13Right. Here we go.
0:39:13 > 0:39:17The perception is 58% are very or fairly concerned
0:39:17 > 0:39:19about antisocial behaviour.
0:39:19 > 0:39:22We've got a lot of complaints about socialising in front gardens
0:39:22 > 0:39:25and who am I to tell you where to socialise?
0:39:25 > 0:39:29The council will not deal with that sort of complaint,
0:39:29 > 0:39:32cos I'm here today to say we're not going to do it.
0:39:32 > 0:39:34That's none of our business.
0:39:34 > 0:39:36I think people ought to take responsibility.
0:39:36 > 0:39:37If you are in your front garden
0:39:37 > 0:39:39or are going to do anything in your front garden,
0:39:39 > 0:39:42just think to yourself what impact you have on other people.
0:39:42 > 0:39:45Once again, it seems one of the problems
0:39:45 > 0:39:48is getting everyone to agree about what counts as antisocial behaviour.
0:39:48 > 0:39:52A lot of the street say it's a great community spirit, right.
0:39:52 > 0:39:55And there'll be a few in the street that'll say...
0:39:55 > 0:39:58there's people saying there's loads of antisocial behaviour,
0:39:58 > 0:40:02loads of crime, and again it's people's perception, isn't it?
0:40:02 > 0:40:04If it's a breach of this agreement, the tenant's agreement,
0:40:04 > 0:40:06this is where I fit in.
0:40:06 > 0:40:09Andrew's point is an important one.
0:40:09 > 0:40:13Tackling antisocial issues is the responsibility of everyone here.
0:40:13 > 0:40:16The community needs to work WITH the council.
0:40:16 > 0:40:20We get loose complaints saying that children aren't behaving themselves.
0:40:20 > 0:40:21What does that mean?
0:40:21 > 0:40:24As a housing officer, what am I going to do about that?
0:40:24 > 0:40:26Now, if you say to me my next-door neighbour's children
0:40:26 > 0:40:30are constantly throwing stones through my window and bricks...
0:40:30 > 0:40:34Right. I've got my tenancy agreement here. I'll do something about it.
0:40:34 > 0:40:37I will work closely with the police, so we will do stuff.
0:40:37 > 0:40:4241% say rubbish or litter is a problem.
0:40:42 > 0:40:46I don't see it's the council's fault for the litter.
0:40:46 > 0:40:48I really don't, you know.
0:40:48 > 0:40:51Can I just say it is the council's fault
0:40:51 > 0:40:54when they come along to empty our bins and they empty the bin,
0:40:54 > 0:40:56some of the rubbish falls out of the bin on to the road
0:40:56 > 0:40:58and they left it there.
0:40:58 > 0:41:02So what we can do is have a word with the contractors.
0:41:02 > 0:41:04But it wouldn't hurt, maybe,
0:41:04 > 0:41:05to having a word with children
0:41:05 > 0:41:07and talking about the litter.
0:41:07 > 0:41:10There might be some education work to be done
0:41:10 > 0:41:11in the summer holidays -
0:41:11 > 0:41:15there might be some litter picking with children and trying to...
0:41:15 > 0:41:18it might a fun thing to do, mightn't it?
0:41:18 > 0:41:21But that's the sort of thing I'm thinking of.
0:41:21 > 0:41:23I do think that is a nice idea.
0:41:23 > 0:41:26- I mean, we do geocaching, and we've done that.- Yeah.
0:41:26 > 0:41:28And they get a lot out of that,
0:41:28 > 0:41:30you wouldn't think it
0:41:30 > 0:41:33but you give them a grabber stick and a black bag and they love it.
0:41:33 > 0:41:35It's also educational, isn't it?
0:41:35 > 0:41:37At the end of the day it's teaching that
0:41:37 > 0:41:39you can't just throw things down, you know.
0:41:39 > 0:41:42I've tried to point out in the best way I possibly can
0:41:42 > 0:41:45it's a joint effort and we're not going to be able to deal with it.
0:41:45 > 0:41:46I think I've made my point.
0:41:46 > 0:41:48Fortunately, there is something Andrew
0:41:48 > 0:41:51and the council can help with in the short term.
0:41:51 > 0:41:54The survey revealed that parking is a big problem in the street.
0:41:54 > 0:41:56And he's got some good news.
0:41:56 > 0:41:59We've had someone go and look at the street
0:41:59 > 0:42:02and they think they'll be able to create another eight spaces.
0:42:02 > 0:42:03I know time's getting on.
0:42:03 > 0:42:07Is there anything else anyone wants to bring up because now's your time?
0:42:07 > 0:42:09I don't know if you've found that useful.
0:42:09 > 0:42:11All I would say is make sure you pass it on.
0:42:13 > 0:42:15It's been a really helpful process for Andrew
0:42:15 > 0:42:19and one he hopes will inspire more co-operation, not just between
0:42:19 > 0:42:23the tenants and the council, but between the tenants themselves too.
0:42:24 > 0:42:26We've put to bed some of the myths
0:42:26 > 0:42:27of what we can and can't deal with.
0:42:27 > 0:42:29People have got to take responsibilities
0:42:29 > 0:42:32and this is what today's about. Trying to get people to take
0:42:32 > 0:42:34the responsibility for their own actions.
0:42:37 > 0:42:39After the meeting, the council wrote to all the tenants
0:42:39 > 0:42:42to let them know the results of the survey.
0:42:42 > 0:42:44Since then, to help deal with the rubbish problem,
0:42:44 > 0:42:48they've organised extra litter picking to clean up the area.
0:42:48 > 0:42:50They've also written to parents, politely asking them
0:42:50 > 0:42:53to make sure children playing outside
0:42:53 > 0:42:56are considerate towards other people living in the street.
0:42:59 > 0:43:01That's it for today.
0:43:01 > 0:43:05Join me next time on the front line with Britain's housing officers.