0:00:02 > 0:00:03You could be down there without anybody knowing.
0:00:03 > 0:00:05'Everyone deserves a safe place to live.'
0:00:05 > 0:00:09Your home is falling apart, you're going to fall apart.
0:00:09 > 0:00:11'But with rents rising and demand increasing,
0:00:11 > 0:00:16'it's getting harder and harder to find a secure place to call home.'
0:00:16 > 0:00:18- It's a stinky little hole. - It is indeed.
0:00:18 > 0:00:21'I'm Matt Allwright and I'm back with the housing enforcers.'
0:00:21 > 0:00:23Phew! It stinks.
0:00:23 > 0:00:25If I'm honest with you, I'm not sure
0:00:25 > 0:00:28whether I would want Grace going into that house.
0:00:28 > 0:00:29'I'm on the front line
0:00:29 > 0:00:32'with those fighting for the right to decent housing...'
0:00:32 > 0:00:34Oh - this place is a bit of a mess.
0:00:34 > 0:00:36They usually urinate in that corner.
0:00:36 > 0:00:38'..as local councils and housing associations
0:00:38 > 0:00:41'battle problem properties and slum conditions...'
0:00:41 > 0:00:44The smell in there, everything just reeks.
0:00:44 > 0:00:46'..as they deal with dodgy landlords...'
0:00:46 > 0:00:49Probably here is about as far as it's safe to go.
0:00:49 > 0:00:51'..nightmare neighbours...'
0:00:51 > 0:00:52- She was kicking you?- Yeah.
0:00:52 > 0:00:54- Do you want either side evicting? - No.
0:00:54 > 0:00:56'..and everything in-between...'
0:00:56 > 0:00:57OK...
0:00:57 > 0:01:01'..to help those in need of a happy and healthy home.'
0:01:01 > 0:01:04Behind every door, it's a little bit of a detective story.
0:01:09 > 0:01:10Today, in Stroud,
0:01:10 > 0:01:15a routine inspection leads us into a shock discovery.
0:01:15 > 0:01:18Basically, every time it rains, all the water comes down the walls.
0:01:18 > 0:01:19This one spent all last winter
0:01:19 > 0:01:22on inhalers and steroids for his chest.
0:01:22 > 0:01:27In Suffolk, there's an eviction that turns into a smash-and-grab.
0:01:28 > 0:01:30Hello?
0:01:30 > 0:01:32When we first served notice, I think they did admit
0:01:32 > 0:01:34there was a few unauthorised alterations here
0:01:34 > 0:01:38and they would put it right and make sure the property's handed back in decent condition.
0:01:38 > 0:01:40But, as you see, that didn't quite happen.
0:01:42 > 0:01:45A neighbour complaint about noisy home improvements
0:01:45 > 0:01:47causes headaches in Babergh.
0:01:47 > 0:01:50- I sort of know who it is, anyway. - But I don't.
0:01:50 > 0:01:54- To put it blunt, it ain't your property, it's ours.- Yeah.
0:01:54 > 0:01:58And there's a race against time to save pets trapped in a flat.
0:01:58 > 0:02:00There are quite a few occasions when we've gone in
0:02:00 > 0:02:02and they haven't survived at all.
0:02:02 > 0:02:04KNOCK ON DOOR
0:02:09 > 0:02:13It used to be so straightforward - you leave education,
0:02:13 > 0:02:15you get yourself a job and then settle down,
0:02:15 > 0:02:17once you found a house or flat.
0:02:17 > 0:02:20And even though happily ever after wasn't guaranteed,
0:02:20 > 0:02:22you could usually depend
0:02:22 > 0:02:25on getting an affordable and safe place to live.
0:02:25 > 0:02:28Well, it's no secret that, thanks to the housing crisis,
0:02:28 > 0:02:31today, things are a bit more complicated.
0:02:31 > 0:02:33But there are men and women across the UK
0:02:33 > 0:02:36whose job it is to ensure that everyone has the opportunity
0:02:36 > 0:02:39to enjoy a safe roof over their heads.
0:02:39 > 0:02:42Every day, they're out fighting for your rights.
0:02:42 > 0:02:44They are the housing enforcers.
0:02:50 > 0:02:52There's nothing like a spot of DIY
0:02:52 > 0:02:55to help make your house feel more like a home.
0:02:55 > 0:02:57But if you're a social housing tenant,
0:02:57 > 0:03:00the rules of making a few home improvements here and there
0:03:00 > 0:03:02are a little different.
0:03:02 > 0:03:04No matter how long you've lived in your property,
0:03:04 > 0:03:07ultimately, the council or housing association
0:03:07 > 0:03:09remains the landlord,
0:03:09 > 0:03:13and may take a dim view of any major alterations.
0:03:13 > 0:03:14In Babergh, Suffolk,
0:03:14 > 0:03:16housing officer Ian Watson
0:03:16 > 0:03:18is on his way to investigate reports
0:03:18 > 0:03:20that one of his tenants may have taken his DIY
0:03:20 > 0:03:22a step too far.
0:03:22 > 0:03:24I've heard reports that there's been
0:03:24 > 0:03:28a few unauthorised tenant alterations -
0:03:28 > 0:03:30there's a driveway being done,
0:03:30 > 0:03:33there's a patio round the back.
0:03:33 > 0:03:37I've checked our system and there are no permissions on there.
0:03:39 > 0:03:42No permission - doesn't sound too good for our tenant,
0:03:42 > 0:03:43Tony Constantine,
0:03:43 > 0:03:46whose building site Ian's on the way to investigate.
0:03:46 > 0:03:48I didn't realise that I had to get permission
0:03:48 > 0:03:50for the outside of the property.
0:03:50 > 0:03:51I knew it was everything inside,
0:03:51 > 0:03:53like fixings and things like that, you know.
0:03:53 > 0:03:56But I didn't realise if we had to put up a fence or something,
0:03:56 > 0:03:57we had to get permission.
0:03:57 > 0:04:00Tony's pleading ignorance to council rules,
0:04:00 > 0:04:02none of which is going to cut any ice with Ian.
0:04:02 > 0:04:07When you rent a council house, it's quite crude,
0:04:07 > 0:04:10but actually, it isn't their house, it's ours, ie the council's.
0:04:10 > 0:04:15So if they want to do anything other than normal redecoration
0:04:15 > 0:04:19or put a couple of shelves up, they need our permission to do so.
0:04:19 > 0:04:22And it definitely looks like Tony's handiwork
0:04:22 > 0:04:24has gone a long way past a few shelves and cupboards.
0:04:24 > 0:04:27The rear of the property was basically a vegetable patch.
0:04:27 > 0:04:29So I've been digging it out and things like that
0:04:29 > 0:04:31and just trying to get bits done.
0:04:31 > 0:04:34The plan for the property is basically get the garden done,
0:04:34 > 0:04:35so the kids have got somewhere to play,
0:04:35 > 0:04:37a bit of storage for the bikes and things like that.
0:04:37 > 0:04:41If Ian decides the renovations have gone further than he likes
0:04:41 > 0:04:42or, worse, are unsafe,
0:04:42 > 0:04:45he has the power to demand that Tony returns the property
0:04:45 > 0:04:47to its original condition,
0:04:47 > 0:04:50and that could prove very expensive, and also put the tenancy at risk.
0:04:50 > 0:04:54The most obvious work is the dropped kerb and driveway.
0:04:54 > 0:04:57There's also a new fence around the front garden.
0:04:57 > 0:04:58It certainly looks OK,
0:04:58 > 0:05:02but Ian won't be satisfied until he's got some answers.
0:05:02 > 0:05:04- Hello.- Mr Constantine.- Nice to meet you.- Pleased to meet you.
0:05:04 > 0:05:06- Thanks very much for seeing me. - No worries, mate.
0:05:06 > 0:05:09Just makes it easier and everything.
0:05:09 > 0:05:12Obviously we'd just like a chat, get some paperwork and everything.
0:05:12 > 0:05:15You'll have to dig the thing out, for the dropped kerb.
0:05:15 > 0:05:18For the dropped kerb, etc, I can take that back with me.
0:05:18 > 0:05:21Tony says he's spoken to the council about permission for this new kerb,
0:05:21 > 0:05:24but that's not Ian's biggest concern.
0:05:24 > 0:05:27The issue that we might have is with your drive itself.
0:05:27 > 0:05:28- Right.- Because we've...
0:05:28 > 0:05:31- Obviously, it ain't much of a drive at the moment.- No.
0:05:31 > 0:05:33- It's just stone put on there. - I know, and that's the thing,
0:05:33 > 0:05:36because there are issues with driveways and everything
0:05:36 > 0:05:39in terms of water, etc.
0:05:39 > 0:05:42A garden soaks up rain,
0:05:42 > 0:05:45but hard paving can cause water to run off into the street
0:05:45 > 0:05:47and that can create flooding.
0:05:47 > 0:05:51That's why Ian's so keen to make sure Tony's work is done correctly.
0:05:51 > 0:05:54Normally, we ask for block paving.
0:05:54 > 0:05:56It's expensive, isn't it?
0:05:56 > 0:05:58I know it is, when you've spent an awful lot of money already,
0:05:58 > 0:05:59I can see that.
0:05:59 > 0:06:02But in terms of it, normally, block paving,
0:06:02 > 0:06:05and it has to be the ones that allow the water through.
0:06:05 > 0:06:07- This is the problem. - Yeah.- These days...
0:06:07 > 0:06:10That'll let the water through, anyway, because it's just shingle.
0:06:10 > 0:06:13But it's coming onto your land, so it's not going onto the highway,
0:06:13 > 0:06:14which is the where the issue is.
0:06:14 > 0:06:16Cos if everybody does drives, all the water goes off.
0:06:16 > 0:06:18But apart from the worries about flooding,
0:06:18 > 0:06:21there's also complaints from neighbours to contend with.
0:06:21 > 0:06:23So it did all start off with a complaint.
0:06:23 > 0:06:27I don't know who it come from, it's anonymous.
0:06:27 > 0:06:31Patio being done, grinding and God knows what
0:06:31 > 0:06:33up until ten o'clock at night on a Saturday.
0:06:33 > 0:06:34No, that was a lie.
0:06:34 > 0:06:37- I sort of know who it is, anyway. - But I don't.
0:06:37 > 0:06:40I do, I do know, yeah.
0:06:40 > 0:06:43Just a grumpy neighbour that's got a bit of the hump.
0:06:43 > 0:06:46He's basically been cursing me off, telling me to get my property done,
0:06:46 > 0:06:49and then when I start doing it, he's got the hump.
0:06:49 > 0:06:52So... Can't win, can you?
0:06:52 > 0:06:55While the relationship with the neighbours might need some work,
0:06:55 > 0:06:58it's the rest of the DIY that Ian needs to inspect.
0:06:58 > 0:07:00This time, round the back.
0:07:00 > 0:07:03All right. Can we just go and have a look?
0:07:03 > 0:07:05At what? What do you want to have a look at?
0:07:05 > 0:07:09He finds there's more than just a dropped kerb to contend with.
0:07:09 > 0:07:10In the worst case scenario,
0:07:10 > 0:07:13we have the right, actually, to remove it
0:07:13 > 0:07:16and recharge them for the cost of removing.
0:07:16 > 0:07:20- To put it blunt, it ain't your property, it's ours.- Yeah, yeah.
0:07:26 > 0:07:30Evictions in England and Wales are currently at an all-time high,
0:07:30 > 0:07:34with more than 170 tenants being forced from their homes each day.
0:07:34 > 0:07:36That's a shocking statistic
0:07:36 > 0:07:40and one that troubles councils and housing associations.
0:07:41 > 0:07:43'Trying to prevent that number from getting any higher
0:07:43 > 0:07:46'is the work of housing officers across the UK.
0:07:46 > 0:07:48'I'm here in Stroud with Joe Phillips,
0:07:48 > 0:07:50'who's off to see a number of tenants
0:07:50 > 0:07:53'who might be in danger of falling into the eviction trap.'
0:07:54 > 0:07:57- So we're in Stroud today. - Yeah.- And what's the mission?
0:07:57 > 0:08:00- What's the task? - Today, we're doing rent visits,
0:08:00 > 0:08:03people who I've tried to contact by various means
0:08:03 > 0:08:05and had no success in doing so.
0:08:06 > 0:08:10Just hoping we're going to catch some people in this way
0:08:10 > 0:08:11and hopefully get some debt sorted out.
0:08:11 > 0:08:14So these are people that are in arrears a bit?
0:08:14 > 0:08:16Yeah, some people in arrears a bit,
0:08:16 > 0:08:18some people in arrears a bit more than a bit.
0:08:18 > 0:08:21- Right.- We've got a couple of people we're visiting today
0:08:21 > 0:08:23who are in breach of court orders,
0:08:23 > 0:08:25so we need to try and get those sorted out,
0:08:25 > 0:08:27or else we might be taking them back to court
0:08:27 > 0:08:29and seeking possession of the property again.
0:08:31 > 0:08:33Obviously, eviction is not the desired result
0:08:33 > 0:08:35for either the tenant or the council,
0:08:35 > 0:08:37and Joe's hoping today's visits
0:08:37 > 0:08:40might be able to prevent legal action and bailiff visits
0:08:40 > 0:08:41in the future.
0:08:41 > 0:08:44Rent's one of the debts that some people let slip first,
0:08:44 > 0:08:45there's no interest accrued on it.
0:08:45 > 0:08:47- Yeah.- It's actually kind of a low-risk debt to have,
0:08:47 > 0:08:48to a certain degree,
0:08:48 > 0:08:51because until you go to court, there's no added charges.
0:08:51 > 0:08:54Of course, the risk is there if you let it slide too long,
0:08:54 > 0:08:56cos you risk losing your home, so not advisable.
0:08:56 > 0:09:03Presumably, most councils' approach to rent is a bit more understanding,
0:09:03 > 0:09:08perhaps, also, than other creditors, they might be trying to understand
0:09:08 > 0:09:11before they actually take sanction or punishment.
0:09:11 > 0:09:12Yeah, that's absolutely right,
0:09:12 > 0:09:14cos we're there to provide people with housing.
0:09:14 > 0:09:17So if we're taking it away from people, we're not doing our job.
0:09:17 > 0:09:20'So today's visits are more about prevention than punishment.
0:09:20 > 0:09:23'But given that these tenants are in rent arrears,
0:09:23 > 0:09:25'they might not be too keen to answer the door
0:09:25 > 0:09:27'to a man in council uniform.
0:09:27 > 0:09:29'I think we're going to have to be at our most charming.'
0:09:29 > 0:09:31Which block is it that we're looking at?
0:09:31 > 0:09:33Can't remember. I've not been to see this guy before.
0:09:33 > 0:09:36I only took over this area in May, I've not been to see everyone.
0:09:36 > 0:09:39There's a good chance that these people won't want to talk to us, will they?
0:09:39 > 0:09:42Yeah, pretty good.
0:09:42 > 0:09:44'Ever get the feeling you're being watched?'
0:09:44 > 0:09:46I mean, some of them might. This guy's a universal credit one,
0:09:46 > 0:09:48so I have a feeling he'll just want to whinge about people.
0:09:48 > 0:09:50So he might actually want to.
0:09:50 > 0:09:53'Yes, we're definitely being watched.'
0:09:53 > 0:09:54Excuse me.
0:09:56 > 0:09:58- Hiya.- Are you from the council?
0:09:58 > 0:10:00- That's right, yeah. - For picking up some rubbish?
0:10:00 > 0:10:03No, I can talk about picking up rubbish, though, where is it?
0:10:03 > 0:10:05- I'll show you.- Yeah, OK.
0:10:05 > 0:10:07- Bit of a nightmare round here. - Yeah, no worries, no worries.
0:10:07 > 0:10:08Thanks.
0:10:11 > 0:10:12Back in a sec.
0:10:14 > 0:10:17'It looks like the house call might have to wait.'
0:10:17 > 0:10:19Joe's been asked to go and...
0:10:20 > 0:10:22..look at a big pile of rubbish.
0:10:22 > 0:10:25It's not all about the rent.
0:10:27 > 0:10:29This has been here for a few months now.
0:10:29 > 0:10:32Oh, the sofas and things?
0:10:32 > 0:10:35And the bollards and things, yeah.
0:10:35 > 0:10:37It's another illustration of the unique role
0:10:37 > 0:10:38of the housing officer.
0:10:38 > 0:10:40One minute, you're dealing with impending evictions,
0:10:40 > 0:10:44the next, it's sofas and soft furnishings in the street.
0:10:44 > 0:10:48So you come to talk about rent and end up talking about rubbish.
0:10:48 > 0:10:50- Part of the job. - What's going to happen to that?
0:10:50 > 0:10:52We'll get this collected as soon as possible.
0:10:52 > 0:10:57Normally I'd go through items to see if I can identify who it belongs to,
0:10:57 > 0:10:58make the responsibility theirs.
0:10:58 > 0:11:01However, with an old sofa like that, there isn't going to be anything
0:11:01 > 0:11:02that gives any sort of identification.
0:11:02 > 0:11:06I think you could possibly identify it based on the dog.
0:11:06 > 0:11:09So if you take DNA from the dog hair,
0:11:09 > 0:11:13then you just have to match that to all the dogs in this close.
0:11:13 > 0:11:17Yeah, probably cost a bit more than the £15 removal job!
0:11:17 > 0:11:20Yes, calling in the doggie detectives might be a step too far.
0:11:20 > 0:11:23But now the fly tipping's on Joe's radar,
0:11:23 > 0:11:25he can take steps to make sure it's removed.
0:11:25 > 0:11:27Now, back to those tenant visits.
0:11:27 > 0:11:30The resident here doesn't want to be identified.
0:11:30 > 0:11:32Hi, this is Joe Phillips, Stroud City Council.
0:11:32 > 0:11:35I need to have a chat with you about your rent, if possible.
0:11:35 > 0:11:36But with her debts mounting,
0:11:36 > 0:11:38Joe needs to impress just what's at stake
0:11:38 > 0:11:41if she doesn't get to grips with her finances.
0:11:41 > 0:11:4316.10 was your weekly rent,
0:11:43 > 0:11:45but you obviously need to pay a bit extra
0:11:45 > 0:11:47to clear off the arrears you've got as well.
0:11:47 > 0:11:48Now, you might need to get in touch with benefits,
0:11:48 > 0:11:52cos obviously if that's going to be unfeasible for you,
0:11:52 > 0:11:54you need to get that sorted out, all right?
0:11:54 > 0:11:55That's what we're looking for.
0:11:55 > 0:11:58'Joe's done his best to paint a clear picture
0:11:58 > 0:12:00'of the consequences of non-payment.
0:12:00 > 0:12:03'But, as I'm learning, the reasons for missing your rent
0:12:03 > 0:12:05'are rarely simple or straightforward.'
0:12:05 > 0:12:09Our tenant there, Joe, not too keen to be filmed.
0:12:09 > 0:12:15Seemed like she was unaware of the fact that the rent...
0:12:15 > 0:12:17There was an additional element to the rent
0:12:17 > 0:12:18that she was missing out this time.
0:12:18 > 0:12:20Yeah, it looks like it.
0:12:20 > 0:12:23I'm pretty sure the tenant has some problems with literacy,
0:12:23 > 0:12:24probably struggles with letters,
0:12:24 > 0:12:28which is why I've tried to contact her by phone,
0:12:28 > 0:12:30by letter as well, and then obviously the visit today
0:12:30 > 0:12:33to make sure she understands what's going on with that.
0:12:33 > 0:12:36I've had issues before. She's in a small amount of rent arrears, it's not a huge amount,
0:12:36 > 0:12:39and it's because she's not understood the amount
0:12:39 > 0:12:40she's supposed to be paying.
0:12:40 > 0:12:42So as soon as she's had it explained to her,
0:12:42 > 0:12:44she set up a standing order, she's been paying fine since then.
0:12:44 > 0:12:47Change of benefit means she's actually got to pay a bit more,
0:12:47 > 0:12:48but she hasn't understood that,
0:12:48 > 0:12:51so hasn't adjusted her payments accordingly.
0:12:51 > 0:12:53Not really a high-risk debt.
0:12:53 > 0:12:54However, she's the kind of person
0:12:54 > 0:12:56who, if I hadn't been to visit her in person,
0:12:56 > 0:12:58probably wouldn't have made any changes.
0:12:58 > 0:13:01It just goes to show the kind of assumptions you make.
0:13:01 > 0:13:03On my part, it's like, "Come on..."
0:13:03 > 0:13:06You sent a letter. "You should know what's going on."
0:13:06 > 0:13:11- But a letter for that tenant is not really much use.- No, not at all.
0:13:11 > 0:13:13'Hopefully, after Joe's intervention,
0:13:13 > 0:13:16'this tenant now has more than a fighting chance
0:13:16 > 0:13:17'of keeping hold of her property.
0:13:17 > 0:13:19'But before we get a chance to move on...'
0:13:21 > 0:13:22Yes.
0:13:22 > 0:13:23- Can I?- Yes.
0:13:25 > 0:13:29'The day takes another unexpected turn.'
0:13:29 > 0:13:31In the kids' bedrooms, basically, every time it rains,
0:13:31 > 0:13:33all the water comes down the walls.
0:13:33 > 0:13:35This one's spent all last winter
0:13:35 > 0:13:37on inhalers and steroids for his chest.
0:13:37 > 0:13:38- Right.- But no-one's doing nothing.
0:13:45 > 0:13:46Back in Babergh,
0:13:46 > 0:13:48social housing tenant Tony Constantine
0:13:48 > 0:13:51has been carrying out improvements on his property
0:13:51 > 0:13:53without the correct council permissions,
0:13:53 > 0:13:55and that's prompted complaints from his neighbours.
0:13:55 > 0:13:58- I sort of know who it is, anyway. - But I don't.
0:13:58 > 0:14:00If the work's done to a proper standard,
0:14:00 > 0:14:02the council usually have no concerns
0:14:02 > 0:14:06about tenants seeking to make a few minor alterations.
0:14:06 > 0:14:08Out front, the new driveway and fence
0:14:08 > 0:14:10have already come under scrutiny.
0:14:10 > 0:14:12Time to take a look at the work around the back.
0:14:14 > 0:14:18Yep, I'd say that was a little bit more than just a small spot of DIY.
0:14:18 > 0:14:20I've weeded it all and it's all...
0:14:20 > 0:14:22Taken some trees out, by the looks of it,
0:14:22 > 0:14:24- which is not a problem. - If I was to put another fence up,
0:14:24 > 0:14:27- I'd put one up similar to the one at the back.- Yeah.- You know?
0:14:27 > 0:14:29- Tenant's permission. - Yeah.
0:14:29 > 0:14:32- We'll get a load of forms, I'll just put them all in.- Yeah. OK.
0:14:32 > 0:14:36It seems that Tony's invested a lot of time and money
0:14:36 > 0:14:38to create a new garden for his family,
0:14:38 > 0:14:41but that's not the issue for Ian today.
0:14:41 > 0:14:45To it put blunt, and this is how I tell people when I do the sign up,
0:14:45 > 0:14:47- it ain't your property, it's ours. - Yeah, yeah.
0:14:47 > 0:14:51So we need to know anything that goes on in there
0:14:51 > 0:14:54in terms of if you want to do anything
0:14:54 > 0:14:58other than normal redecoration or putting a few shelves up,
0:14:58 > 0:15:00you need tenant's authority.
0:15:00 > 0:15:03There's definitely no permission for the patio.
0:15:03 > 0:15:05If Ian isn't happy that it is up to standard,
0:15:05 > 0:15:09he can ask for it to be rectified or even removed completely.
0:15:09 > 0:15:12- Huge, huge patio.- It is, yeah.
0:15:12 > 0:15:14Where is your water running off?
0:15:14 > 0:15:17This way. So running away from the property.
0:15:17 > 0:15:20My brother helped me, he's a professional landscape gardener.
0:15:20 > 0:15:23- So all I've got to do now is put the edging kerbs on.- Yeah.
0:15:24 > 0:15:27So the patio seems to be on solid ground,
0:15:27 > 0:15:30but what is Ian's verdict?
0:15:30 > 0:15:33I am quite happy and obviously I can see, you know,
0:15:33 > 0:15:35you've spent a lot of time doing stuff.
0:15:35 > 0:15:38Ian seems satisfied with Tony's work so far,
0:15:38 > 0:15:41but there's still the matter of the disgruntled neighbours.
0:15:41 > 0:15:45When you're doing building works, it does upset neighbours.
0:15:45 > 0:15:47I do have this problem. People moan about gardens
0:15:47 > 0:15:50and then when people start to do it, you know, start having bonfires...
0:15:50 > 0:15:53- So what do I do now? - You can't win.- Just leave it.
0:15:53 > 0:15:58No, you carry on. I'm quite happy you're doing a decent job.
0:15:58 > 0:16:02It is nice to see someone looking after the property.
0:16:02 > 0:16:05Ian's thumbs up is great news for Tony and his family,
0:16:05 > 0:16:08but he is keen to make sure he doesn't get too carried away
0:16:08 > 0:16:10with the celebrations.
0:16:10 > 0:16:13Just as an aside, in that complaint that I received,
0:16:13 > 0:16:19it also mentioned outside drinking and noise and everything like that.
0:16:19 > 0:16:23- Right.- I just have to mention it.
0:16:23 > 0:16:27- Everybody sits out in the garden and has a little drink.- I know.
0:16:27 > 0:16:30In particular, during the summertime...yeah.
0:16:30 > 0:16:31And everybody is entitled
0:16:31 > 0:16:33to have a little fun now and again, you know?
0:16:33 > 0:16:35If you were doing that every week
0:16:35 > 0:16:37and I was getting complaints every week...
0:16:37 > 0:16:38It's only just started happening
0:16:38 > 0:16:41as someone has fallen out with me, you know. We've been here two years.
0:16:41 > 0:16:43Yeah, and have I ever met you before?
0:16:43 > 0:16:47- No.- So I've had no complaints. - I know, I know.- So, anyway...
0:16:47 > 0:16:50But it is good, in a way, cos it prompted me to come out.
0:16:50 > 0:16:52We've now met. We know what the situation is.
0:16:52 > 0:16:55And you understand about tenant alterations.
0:16:55 > 0:16:58And we don't drink every week.
0:16:58 > 0:17:00I'm not an alcoholic or nothing like that.
0:17:00 > 0:17:01- So nothing to worry about. - All right.
0:17:01 > 0:17:04- OK.- Thanks very much. Lovely. - Cheers, then. We'll be in touch.
0:17:04 > 0:17:07It is a good result for Ian and he can leave in the knowledge
0:17:07 > 0:17:10that the house is in safe hands with the current tenants.
0:17:12 > 0:17:14Everything has been done to a good standard.
0:17:14 > 0:17:17It is nice to see people in council properties
0:17:17 > 0:17:19actually improving the property.
0:17:19 > 0:17:23Half of my job is going round because people haven't done things.
0:17:23 > 0:17:25The garden is untidy, etc.
0:17:25 > 0:17:26So it is nice to meet somebody nice
0:17:26 > 0:17:28who is actually trying their best to improve.
0:17:33 > 0:17:35Although the role of a housing officer
0:17:35 > 0:17:38is usually to get people into a home,
0:17:38 > 0:17:41unfortunately, sometimes, they have no option
0:17:41 > 0:17:43but to try and remove a tenant.
0:17:43 > 0:17:46Evictions are always a last resort.
0:17:46 > 0:17:49It is never a pleasant experience for anyone involved.
0:17:49 > 0:17:52But with the demand for properties on the rise,
0:17:52 > 0:17:55it is vital the housing teams get the home back
0:17:55 > 0:17:57as quickly as possible.
0:17:57 > 0:18:00Sometimes, that is easier said than done.
0:18:04 > 0:18:06Here in the London Borough of Havering,
0:18:06 > 0:18:07community wardens Liam and Gael
0:18:07 > 0:18:09are on their way to an address
0:18:09 > 0:18:11that's recently had to become
0:18:11 > 0:18:13part of their regular beat.
0:18:13 > 0:18:15We are about to go to a property
0:18:15 > 0:18:18where a resident has been on the verge of being evicted
0:18:18 > 0:18:20and it is being used as a party house.
0:18:20 > 0:18:21He did sign a contract, a tenancy contract,
0:18:21 > 0:18:24to say that he will not have people in there after ten o'clock at night.
0:18:24 > 0:18:26He has breached that.
0:18:26 > 0:18:28The past week, the police went there,
0:18:28 > 0:18:30had a phone call late at night, and they went there
0:18:30 > 0:18:32caught them in the property, so he's breached that
0:18:32 > 0:18:34and he's on the verge of being evicted.
0:18:34 > 0:18:37It is a pretty depressing list of complaints
0:18:37 > 0:18:39and must be particularly hard on the neighbours
0:18:39 > 0:18:41who have to live next door to it.
0:18:41 > 0:18:43It has got to a point now where we have to go on a daily basis
0:18:43 > 0:18:45to reassure the residents as well that we're there.
0:18:45 > 0:18:48Just a visual, orange shirts, being seen,
0:18:48 > 0:18:50sometimes makes them feel a lot better in themselves.
0:18:50 > 0:18:52With the number of complaints still rising,
0:18:52 > 0:18:55Liam and Gael want to speak to the tenant face-to-face
0:18:55 > 0:18:59to ask if he can tone down his antisocial behaviour.
0:18:59 > 0:19:02It might be a problem, though, if he doesn't answer the door.
0:19:05 > 0:19:08In order to make a case for evicting a tenant like this,
0:19:08 > 0:19:12the council needs to collect evidence of antisocial behaviour.
0:19:12 > 0:19:14Complaints from the neighbours, that's one way,
0:19:14 > 0:19:16but Liam and Gael also come armed
0:19:16 > 0:19:18with another, more hi-tech, solution.
0:19:18 > 0:19:20Sometimes we might get some noise. We might turn up,
0:19:20 > 0:19:22they might be shouting, screaming, playing music.
0:19:22 > 0:19:25We don't even have to knock, then. We can just film it from the outside
0:19:25 > 0:19:28and we will catch it on a camera and then we will just go away.
0:19:28 > 0:19:30KNOCKING, DOG BARKING
0:19:31 > 0:19:33Well, the dog might now be wide awake,
0:19:33 > 0:19:36but there's still no sign of the tenant.
0:19:38 > 0:19:41It looks like there may be a slightly more unorthodox approach
0:19:41 > 0:19:43to entering this flat. DOG BARKING
0:19:43 > 0:19:46That's how he gains access to his property.
0:19:46 > 0:19:48That's his balcony, so he'll climb through that
0:19:48 > 0:19:50and get onto his balcony and what they do is,
0:19:50 > 0:19:53when they can't get in or can't gain access to the property,
0:19:53 > 0:19:55they break things like that to get in them.
0:19:55 > 0:19:59- So they will climb through this. - Yeah.
0:19:59 > 0:20:00DOG BARKING
0:20:00 > 0:20:03He'll climb through there, there is a door to get into the property,
0:20:03 > 0:20:04so he probably leaves it open.
0:20:04 > 0:20:06So if he loses his keys...
0:20:06 > 0:20:08The front door was wedged open as well.
0:20:08 > 0:20:09Yeah, I don't know why,
0:20:09 > 0:20:11but it's screaming "health and safety" at me.
0:20:11 > 0:20:14The noise from people scrambling in and out at all hours
0:20:14 > 0:20:17must present another problem for the poor neighbours
0:20:17 > 0:20:19and Liam and Gael are still no closer
0:20:19 > 0:20:21to tackling the tenant about his behaviour.
0:20:21 > 0:20:25But just as they're about to give up gaining entry,
0:20:25 > 0:20:27there is the arrival of a potential lead.
0:20:27 > 0:20:29BUZZER SOUNDS
0:20:30 > 0:20:32That is the girlfriend of the tenant
0:20:32 > 0:20:36that we have just knocked on the door and got no answer from.
0:20:36 > 0:20:40So if no-one is in the flat, who has just buzzed the visitor inside?
0:20:40 > 0:20:43- He is obviously in there. - Watching us out the window, yeah.
0:20:43 > 0:20:45So not exactly a criminal mastermind, then.
0:20:45 > 0:20:48But it is still frustrating for our housing enforcers.
0:20:48 > 0:20:50First off, they would answer the door and speak to us,
0:20:50 > 0:20:52but once they know they've been caught,
0:20:52 > 0:20:54they know they're on the verge of being evicted,
0:20:54 > 0:20:55they'll just stop responding.
0:20:55 > 0:20:58So we'll just keep on going back there on a daily basis.
0:20:58 > 0:21:02And there goes the visitor, who Gael believes is the tenant's girlfriend,
0:21:02 > 0:21:04this time exiting out of the back gate.
0:21:04 > 0:21:07The buzzer went off so he let her in the block
0:21:07 > 0:21:09and she has gone up the staircase, he spoke to her,
0:21:09 > 0:21:12and now she has walked off via another gate
0:21:12 > 0:21:14so she didn't have to be put on camera, and walked away,
0:21:14 > 0:21:15so it looks like he's not in
0:21:15 > 0:21:18cos they wanted it to look like there is no-one there
0:21:18 > 0:21:21but there is someone there, but he just won't answer the door, so...
0:21:21 > 0:21:25Although Liam and Gael haven't been able to speak to the tenant,
0:21:25 > 0:21:27their presence on site should help reassure
0:21:27 > 0:21:31the other residents that they are taking the complaints seriously.
0:21:31 > 0:21:33And when it comes to antisocial behaviour of this type,
0:21:33 > 0:21:37the council are keen to demonstrate their zero-tolerance policy.
0:21:37 > 0:21:40Fingers crossed, this one is getting there now
0:21:40 > 0:21:42and we can get to the end of it and get them out
0:21:42 > 0:21:44and give that property to someone that deserves it
0:21:44 > 0:21:48and who'll look after it and treat it the way it should be treated.
0:21:51 > 0:21:55Well, it looks like Liam and Gael's visit had the desired effect.
0:21:55 > 0:21:58The tenant successfully applied to remain in the property
0:21:58 > 0:22:00and there have been no further breaches
0:22:00 > 0:22:03or reports of bad behaviour since.
0:22:07 > 0:22:10Defending our right to a safe place to live
0:22:10 > 0:22:12is the job of housing officers right across the UK.
0:22:12 > 0:22:14This is how they live.
0:22:14 > 0:22:18It's almost like he's declared war on everybody that's living here.
0:22:18 > 0:22:19It is not just you guys.
0:22:19 > 0:22:22I'm working alongside the men and women that do exactly that.
0:22:22 > 0:22:25Let's say whoever was here had their last couple of parties
0:22:25 > 0:22:27and then decided to give it up.
0:22:27 > 0:22:28Hitting the streets,
0:22:28 > 0:22:31finding out what is happening on the front line...
0:22:31 > 0:22:34This is a good example of a good old waste of council time.
0:22:34 > 0:22:38..as we make sure a house is a fit place to call a home.
0:22:38 > 0:22:41There is a strong smell of damp and you can notice it
0:22:41 > 0:22:42as soon as you come in the property.
0:22:42 > 0:22:46We're going to have no choice but to take them to court.
0:22:46 > 0:22:47Job well done.
0:22:52 > 0:22:54Meanwhile, back in Stroud,
0:22:54 > 0:22:56I'm with housing officer Joe Phillips
0:22:56 > 0:22:59on a mission to meet tenants who are falling so far behind
0:22:59 > 0:23:01on their rent, they are in real danger of eviction.
0:23:01 > 0:23:03But after a quick sidestep
0:23:03 > 0:23:06to help deal with some illegal fly-tipping...
0:23:06 > 0:23:08This has been here for a few months now.
0:23:08 > 0:23:12..the day has taken another interesting turn.
0:23:12 > 0:23:14This rose is sticking out a bit there, isn't it?
0:23:14 > 0:23:16Bit of front garden work required.
0:23:16 > 0:23:17Yes.
0:23:17 > 0:23:19- Can I?- Yes.
0:23:20 > 0:23:23Somebody wants to talk to us and that is good.
0:23:23 > 0:23:26- Is she a council tenant? - I'm guessing so.
0:23:26 > 0:23:29Right, got some toys in the front garden.
0:23:29 > 0:23:31Like all good housing officers,
0:23:31 > 0:23:34Joe is only too happy to make an unscheduled house-call.
0:23:37 > 0:23:41- Hello. How are you? Are you all right?- Yeah.- Hiya!
0:23:41 > 0:23:45Jodie is not in rent arrears, but she's got a more immediate problem
0:23:45 > 0:23:47she wants to share with the council -
0:23:47 > 0:23:49the current state of her property.
0:23:49 > 0:23:53Basically, we did a home swap about five years ago.
0:23:53 > 0:23:55- Right.- The house was a state.
0:23:55 > 0:23:56And we were told last year
0:23:56 > 0:23:59that the roof and the loft are all under regs.
0:23:59 > 0:24:00- Right.- And we were also told
0:24:00 > 0:24:03we were going to get new re-rendering in April.
0:24:03 > 0:24:05- Mm-hm.- Um...
0:24:05 > 0:24:07In the kids' bedrooms, basically, every time it rains,
0:24:07 > 0:24:09all the water comes down the walls.
0:24:09 > 0:24:11This one spent all last winter
0:24:11 > 0:24:13on inhalers and steroids for his chest.
0:24:13 > 0:24:16But no-one is doing nothing.
0:24:16 > 0:24:17I know it's not you.
0:24:17 > 0:24:19- No. It's fine.- But if he gets ill again this year,
0:24:19 > 0:24:21I will be camping out in reception at the council.
0:24:21 > 0:24:23Yeah, no, I understand that completely.
0:24:23 > 0:24:25No offence, but it is our palace, you know.
0:24:25 > 0:24:27It's just I go to bed worrying that roof's going to cave in.
0:24:27 > 0:24:31'With the problems affecting the health of her children,
0:24:31 > 0:24:34'it is unsurprising Jodie was so keen to grab our attention.'
0:24:34 > 0:24:37Are we going left, right?
0:24:37 > 0:24:39Left. Into the blue one.
0:24:39 > 0:24:40This one here, right.
0:24:40 > 0:24:44There is a little bit you can just see in the corners there.
0:24:44 > 0:24:46WATER TRICKLES
0:24:46 > 0:24:48Is that where it is, Jodie? Just in that corner there?
0:24:48 > 0:24:51Yeah. Up on my little girl's wardrobe, it was smelling there.
0:24:51 > 0:24:53Everything just reeks.
0:24:53 > 0:24:55- That is the main corners... - Yeah.
0:24:55 > 0:24:58..and then it was coming through in here as well.
0:24:58 > 0:25:00Cos we have established it isn't condensation.
0:25:00 > 0:25:01There are holes in the roof.
0:25:01 > 0:25:04They said light is coming through so even a hairline crack,
0:25:04 > 0:25:05water can come through.
0:25:05 > 0:25:08Well, we've made such improvements with the double glazing,
0:25:08 > 0:25:10it unfortunately keeps all the moisture in
0:25:10 > 0:25:13so adding extra vents, like fans, is never a bad thing,
0:25:13 > 0:25:14especially in the young ones' room.
0:25:14 > 0:25:16As Jodie says, this place is her palace,
0:25:16 > 0:25:19and hopefully now with Joe on the case,
0:25:19 > 0:25:21it means she and her children will be able to enjoy it
0:25:21 > 0:25:23even more in the future.
0:25:23 > 0:25:26It is another example of how an average day
0:25:26 > 0:25:28in the life of a housing officer can prove to be anything but.
0:25:28 > 0:25:30Well, there you go, you see.
0:25:30 > 0:25:33When you leave the office wearing the fleece,
0:25:33 > 0:25:34you're kind of...
0:25:34 > 0:25:36You are there, aren't you?
0:25:36 > 0:25:38You're in the firing line straightaway.
0:25:38 > 0:25:41You're in the target. So with that place there,
0:25:41 > 0:25:45obviously, she is a bit upset about the state of the roof
0:25:45 > 0:25:47and what is happening, so is that your role?
0:25:47 > 0:25:49Or do you pass that one straight on?
0:25:49 > 0:25:51It is not my role, but I'll pass it on to someone
0:25:51 > 0:25:53who I know can make contact.
0:25:53 > 0:25:55They might not be the person who ends up resolving it,
0:25:55 > 0:25:57but at least it is someone I know
0:25:57 > 0:25:59who can sort out where it needs to go.
0:25:59 > 0:26:01So after our second detour of the day,
0:26:01 > 0:26:03time to get back on track
0:26:03 > 0:26:06and another tenant who is struggling with debt.
0:26:07 > 0:26:09What about the next one on the list?
0:26:09 > 0:26:12Yeah, so the next one is a young chap
0:26:12 > 0:26:14who lives in a one-bed flat.
0:26:14 > 0:26:16He's had a few problems with rent arrears
0:26:16 > 0:26:20to the point where we've issued a notice on him
0:26:20 > 0:26:23and since that notice, we have had a review
0:26:23 > 0:26:27which has said we are going to allow him to stay under certain terms,
0:26:27 > 0:26:29as long as he meets the criteria for meeting his rent
0:26:29 > 0:26:32plus paying a little bit extra to clear off the rent arrears.
0:26:32 > 0:26:38Now, the problem is the chap has had a motor vehicle accident
0:26:38 > 0:26:41and has got some brain injuries
0:26:41 > 0:26:45which may mean that he has memory problems.
0:26:45 > 0:26:46And the main problem with that
0:26:46 > 0:26:50is that it is very hard to deal with the rent arrears
0:26:50 > 0:26:52and understand whether he is not paying the rent
0:26:52 > 0:26:55because of his brain injury,
0:26:55 > 0:26:57or because it is some other reason
0:26:57 > 0:26:59and it is really difficult to understand that
0:26:59 > 0:27:01without having a chat.
0:27:01 > 0:27:03This visit is a perfect illustration
0:27:03 > 0:27:06of the daily challenge people like Joe face in their role.
0:27:06 > 0:27:09The reasons for tenants getting into rent arrears
0:27:09 > 0:27:11are rarely black and white
0:27:11 > 0:27:14and Joe is dealing with people often with complicated needs.
0:27:16 > 0:27:18- These are great, aren't they?- Yeah.
0:27:21 > 0:27:22Really unique as well in Stroud.
0:27:22 > 0:27:24- They don't build any more like this. - No.
0:27:25 > 0:27:28It is the end of a long day, so we're hoping this final trip
0:27:28 > 0:27:31is going to prove nice and straightforward
0:27:31 > 0:27:33without any further distraction.
0:27:34 > 0:27:36- SIGHING:- Oh, God...!
0:27:38 > 0:27:40Yeah, spoke too soon.
0:27:40 > 0:27:41Before we do anything,
0:27:41 > 0:27:43I'm just going to take a photo of this.
0:27:43 > 0:27:47Another illegally dumped sofa and another unscheduled task.
0:27:47 > 0:27:49These items in the corridor are a clear fire risk,
0:27:49 > 0:27:52so Joe will make sure this gets reported back
0:27:52 > 0:27:54to the right people at the council.
0:27:54 > 0:27:58And further inspection reveals another shocking crime.
0:27:59 > 0:28:02Engelbert Humperdinck.
0:28:02 > 0:28:04I'm not sure it's in VGC, though.
0:28:05 > 0:28:06Yeah...
0:28:08 > 0:28:10There's probably a couple of tracks you could play on it.
0:28:10 > 0:28:13Anyway, back to the task at hand.
0:28:13 > 0:28:15Joe has come for a face-to-face meeting
0:28:15 > 0:28:16with a tenant who is in real danger
0:28:16 > 0:28:20of finding himself on the wrong end of the eviction process.
0:28:20 > 0:28:22But with any luck, Joe's intervention
0:28:22 > 0:28:24could help put him back on the right track.
0:28:24 > 0:28:26I know he's not in because there is a padlock
0:28:26 > 0:28:28on the outside of the door, which means that...
0:28:28 > 0:28:31- You can't lock that from the inside, so he must be out.- So that's that.
0:28:31 > 0:28:33That's that, yeah. I'll leave my card,
0:28:33 > 0:28:35as I do with all people who aren't in,
0:28:35 > 0:28:38letting him know I need to speak to him about his rent urgently.
0:28:38 > 0:28:40And hopefully he will get back in touch with me.
0:28:40 > 0:28:42For now, that is all Joe can do.
0:28:42 > 0:28:44He will look to follow up on all his attempts
0:28:44 > 0:28:46to speak to the tenants he couldn't find today
0:28:46 > 0:28:49as well as deal with illegal fly-tipping,
0:28:49 > 0:28:52removal of fire hazards and treatment of damp bedrooms.
0:28:52 > 0:28:54All in all, the end of a typical, normal day.
0:28:56 > 0:28:59Well, after Joe's long and eventful walkabout,
0:28:59 > 0:29:01he reported back his findings.
0:29:01 > 0:29:04Firstly, all the people on his list who were in danger of eviction
0:29:04 > 0:29:08have now been contacted and each one is making arrangements
0:29:08 > 0:29:10to clear their debts.
0:29:10 > 0:29:13That discarded furniture was removed from the street
0:29:13 > 0:29:15and at Jodie's property,
0:29:15 > 0:29:18a follow-up inspection discovered the cause of the damp
0:29:18 > 0:29:21was linked to the problems with the rendering.
0:29:21 > 0:29:24The council are now in the process of fixing this up,
0:29:24 > 0:29:26which is great news for her young family.
0:29:26 > 0:29:29Sadly, though, the Engelbert Humperdinck LP
0:29:29 > 0:29:32was revealed to be beyond repair.
0:29:37 > 0:29:41Owning your own home is the dream of many of us here in the UK,
0:29:41 > 0:29:43which is why the government created legislation
0:29:43 > 0:29:45called the Right To Buy scheme.
0:29:45 > 0:29:47Introduced in 1980,
0:29:47 > 0:29:50it allowed tenants the chance to buy their council house,
0:29:50 > 0:29:53often at a big discount on the market value.
0:29:53 > 0:29:55As you can imagine, this provided quite an opportunity,
0:29:55 > 0:30:00and councils have been keen to make sure the rule is not abused.
0:30:00 > 0:30:03Today, Andrew Weavers is visiting a house in Suffolk
0:30:03 > 0:30:04after suspicions were raised
0:30:04 > 0:30:07when the tenant applied to purchase the property.
0:30:08 > 0:30:11Right, we're going to one of our more rural villages
0:30:11 > 0:30:13called Fressingfield, on the Suffolk-Norfolk border.
0:30:13 > 0:30:15We've got a property there, a three-bedroom house.
0:30:15 > 0:30:18Tenant has put in a right to buy on the property.
0:30:18 > 0:30:21Because our right to buy team found it difficult
0:30:21 > 0:30:25to contact our tenant, the alarm bells rang.
0:30:25 > 0:30:28They did quite a lot of delving and digging
0:30:28 > 0:30:32and found out that she had private rented in a property
0:30:32 > 0:30:36about 40 minutes away from the house they were a tenant of.
0:30:37 > 0:30:40With more than 1.8 million council homes bought by tenants
0:30:40 > 0:30:41since its inception,
0:30:41 > 0:30:44the scheme has certainly proved popular.
0:30:44 > 0:30:46However, one of the central pillars of Right To Buy
0:30:46 > 0:30:49is that you are only able to purchase your council house
0:30:49 > 0:30:52if it is your only or principal home.
0:30:52 > 0:30:55So, with this tenant living elsewhere,
0:30:55 > 0:30:57instead of becoming a proud new homeowner,
0:30:57 > 0:31:00she got a visit from Andrew at her new house.
0:31:00 > 0:31:01I told her who I was,
0:31:01 > 0:31:04said that I had two bits of bad news for her,
0:31:04 > 0:31:07one being we were cancelling the right to buy,
0:31:07 > 0:31:08and the other bit of bad news
0:31:08 > 0:31:12was I was serving a notice to quit the property.
0:31:12 > 0:31:15I think she was a bit stunned I was on the doorstep, to be honest.
0:31:15 > 0:31:17I am sure she was, Andrew.
0:31:17 > 0:31:19And after this timely intervention,
0:31:19 > 0:31:21the tenant and her son were given four weeks
0:31:21 > 0:31:24to remove their belongings from their former property.
0:31:24 > 0:31:26I'm not sure if it is empty.
0:31:26 > 0:31:29I don't know what I'm going to find there
0:31:29 > 0:31:33but if there is evidence that the people have gone,
0:31:33 > 0:31:35then we will change the locks and take the property back
0:31:35 > 0:31:38and make sure a family gets hold of that property
0:31:38 > 0:31:39and is able to rent it.
0:31:40 > 0:31:44Andrew has arranged for a locksmith to meet him at the property.
0:31:44 > 0:31:48Going to try and knock at the door, go and see if there is anyone in,
0:31:48 > 0:31:51cos I don't know what's going to happen,
0:31:51 > 0:31:52and then I'm going to sort of...
0:31:52 > 0:31:55We've got a key to get in, so we don't have to break in.
0:31:55 > 0:31:58And if I think that there's no-one living there,
0:31:58 > 0:31:59then I think we'll change the locks.
0:31:59 > 0:32:01- OK.- Yeah?- Yeah.- Cool beans.
0:32:01 > 0:32:04So I'll go and have a little snout round first.
0:32:04 > 0:32:06The four-week deadline has already passed,
0:32:06 > 0:32:09so the property is supposed to be empty,
0:32:09 > 0:32:11but Andrew is taking no chances.
0:32:11 > 0:32:14Just look through the window. It seems really quite basic in there.
0:32:14 > 0:32:17I'm just going to go and have a look round the back.
0:32:25 > 0:32:27If I find someone in there,
0:32:27 > 0:32:31I'll have to have a little chat, but it looks reasonably empty,
0:32:31 > 0:32:33but I'm keen to get these windows shut
0:32:33 > 0:32:36because you can obviously get on this flat roof and get in there,
0:32:36 > 0:32:38so I want to get this property secure.
0:32:40 > 0:32:42After gaining entry to the property...
0:32:42 > 0:32:43Hello?
0:32:43 > 0:32:47..it all seems very quiet.
0:32:47 > 0:32:48I'll just have a quick snoop around
0:32:48 > 0:32:51and see if there's anybody, any sign of life.
0:32:54 > 0:32:56There's definitely nobody at home.
0:32:56 > 0:32:59All that remains is the remnants of the former tenants' lives
0:32:59 > 0:33:02and although they have left quite a lot of rubbish behind,
0:33:02 > 0:33:05it seems they've taken most of the kitchen with them.
0:33:05 > 0:33:08They've really ripped this all out. A lot of kitchen...
0:33:08 > 0:33:11Kitchen bits and pieces out, right off the wall.
0:33:12 > 0:33:14But there's a more permanent addition to the property
0:33:14 > 0:33:16that's caused the biggest shock -
0:33:16 > 0:33:17a conservatory.
0:33:19 > 0:33:21This was put up without any permission.
0:33:21 > 0:33:24I imagine it's a tenant's alteration. We'll check it out.
0:33:25 > 0:33:28It looks as if they've built onto the back of the house
0:33:28 > 0:33:30without seeking approval from the council.
0:33:30 > 0:33:32When we first served notice,
0:33:32 > 0:33:35I think they did admit there were a few unauthorised alterations here
0:33:35 > 0:33:37and they would kindly put it right
0:33:37 > 0:33:40and make sure the property was handed back in decent condition,
0:33:40 > 0:33:43but, as you see, that didn't quite happen.
0:33:44 > 0:33:47If Andrew was hoping conditions might improve upstairs,
0:33:47 > 0:33:49he is about to be disappointed.
0:33:49 > 0:33:52They've not left it in prime condition,
0:33:52 > 0:33:53ready for re-let, I'm afraid.
0:33:53 > 0:33:56There's a lot of work to do here and a lot of money to be spent.
0:33:56 > 0:33:59We will try and recharge the tenant for that.
0:33:59 > 0:34:02Whether we get any money out of them, or not,
0:34:02 > 0:34:04remains to be seen, but we know where they are.
0:34:06 > 0:34:10But as you can see, there is no-one living here now.
0:34:10 > 0:34:13I can safely say that they've gone.
0:34:15 > 0:34:19If there's anything worth anything, I'll put a sign on the door to say
0:34:19 > 0:34:23that they've got 28 days to come and collect.
0:34:23 > 0:34:26But I think we're quite safe to take the property back.
0:34:26 > 0:34:28It's so frustrating to see a council property
0:34:28 > 0:34:31left in such poor condition by the outgoing tenants.
0:34:31 > 0:34:34Their actions mean that families in genuine need of housing
0:34:34 > 0:34:37will be on the waiting list even longer.
0:34:37 > 0:34:39The next step for this house will be an assessment
0:34:39 > 0:34:43of what work needs to be done before it is fit to be let to a new family.
0:34:43 > 0:34:45Yeah, there's quite a lot of money spent on here.
0:34:45 > 0:34:47It looks like a brand-new kitchen.
0:34:47 > 0:34:49Quite possibly bathroom, maybe.
0:34:52 > 0:34:54Getting everything out and cleaned up a bit,
0:34:54 > 0:34:57I think that will be the biggest cost.
0:35:00 > 0:35:02All right, just go and have a chat with our carpenter
0:35:02 > 0:35:05and see if he'll come and change the locks.
0:35:07 > 0:35:12Hi, mate. I've been in. They seem to have gone.
0:35:12 > 0:35:15I got in through the back door, so that's the back door key there.
0:35:15 > 0:35:17I think that might be the front, but we'll get those locks changed
0:35:17 > 0:35:20cos I'm confident they are not... Well, they're gone now.
0:35:20 > 0:35:23So if we can get those locks changed that would be excellent.
0:35:23 > 0:35:25- Will do.- Thank you, mate.
0:35:26 > 0:35:29Evicting tenants is always a last resort,
0:35:29 > 0:35:30but here in Mid-Suffolk,
0:35:30 > 0:35:34there are more than 2,000 households on the council home waiting list,
0:35:34 > 0:35:37so it is vital to turn this property around as fast as possible
0:35:37 > 0:35:39for a family in genuine need.
0:35:39 > 0:35:42What we do now is we make sure
0:35:42 > 0:35:45the tenant knows that they have got 28 days
0:35:45 > 0:35:47to pick up anything that they want.
0:35:47 > 0:35:49The rest of the stuff here will be disposed of.
0:35:49 > 0:35:51If there was anything worth any money,
0:35:51 > 0:35:53then we'd sell it and try and retrieve some of the costs,
0:35:53 > 0:35:56but I don't think there will be anything.
0:35:56 > 0:35:59While we are doing that, we will get our team in
0:35:59 > 0:36:02to go and get this place up to a lettable standard.
0:36:04 > 0:36:06I don't want to muddle them up. Have I got the right keys?
0:36:06 > 0:36:09I've got the back door in one pocket,
0:36:09 > 0:36:11and the front door in another.
0:36:11 > 0:36:14There you are. Back door in that pocket,
0:36:14 > 0:36:15front door, I'll put into that pocket
0:36:15 > 0:36:19and then I'll just put a lovely little reminder on the door
0:36:19 > 0:36:21that if they want all their beautiful stuff back,
0:36:21 > 0:36:25all they've got to do is give us a ring. They get 28 days.
0:36:28 > 0:36:30So I will put one on the front and one on the back,
0:36:30 > 0:36:33just so that we are covered.
0:36:42 > 0:36:45Right. That's that job done.
0:36:52 > 0:36:53After Andrew's inspection,
0:36:53 > 0:36:56he did some digging through the council's paperwork
0:36:56 > 0:36:59and discovered the former tenant of the property
0:36:59 > 0:37:02didn't have permission to build the conservatory.
0:37:02 > 0:37:05Work was carried out to have it removed
0:37:05 > 0:37:08and repairs have also had to be made to the kitchen, bathroom and garden,
0:37:08 > 0:37:12at a cost of more than £11,500.
0:37:12 > 0:37:14That bill has been sent to the former tenant
0:37:14 > 0:37:16and, in the meantime, the newly repaired property
0:37:16 > 0:37:19has been re-let to a new family.
0:37:26 > 0:37:29It is estimated that almost half the households in the UK have a pet,
0:37:29 > 0:37:32with animals almost outnumbering people -
0:37:32 > 0:37:34that's if you include fish.
0:37:34 > 0:37:36And let's face it, why wouldn't you include fish?
0:37:36 > 0:37:38But what happens when a tenant
0:37:38 > 0:37:41has to vacate their property unexpectedly,
0:37:41 > 0:37:43leaving their pets to fend for themselves?
0:37:43 > 0:37:45Well, here in Berwick-upon-Tweed,
0:37:45 > 0:37:48that is the challenge facing housing officer Lindsay Jones.
0:37:48 > 0:37:52We have been given information by the local police
0:37:52 > 0:37:55that a tenant of ours is no longer in the property
0:37:55 > 0:37:57and they have a concern about animal welfare,
0:37:57 > 0:37:59so we have arranged for a joiner
0:37:59 > 0:38:02from the property services department this morning
0:38:02 > 0:38:04to gain access
0:38:04 > 0:38:09and I have also been in touch with a local animal rescue centre
0:38:09 > 0:38:11who are potentially going to take the animals
0:38:11 > 0:38:13if they are in the property.
0:38:13 > 0:38:16The information that Lindsay has received
0:38:16 > 0:38:18suggests that the absent tenant
0:38:18 > 0:38:21won't be returning to the property any time soon.
0:38:21 > 0:38:24So she is hoping to rescue the pets before it is too late.
0:38:24 > 0:38:27But she is also a little bit nervous of reports of squawking noises
0:38:27 > 0:38:29coming from inside.
0:38:29 > 0:38:31Don't really do birds.
0:38:31 > 0:38:33And I'm not sure how I'm going to catch it.
0:38:33 > 0:38:34So hopefully that is going to be in a cage
0:38:34 > 0:38:36and I'll be able to carry that out in a cage.
0:38:36 > 0:38:40I have got a key to get into the communal block.
0:38:40 > 0:38:44That is why the joiner is here, because we are going to gain entry.
0:38:44 > 0:38:46He'll drill out the locks and we'll do a lock change
0:38:46 > 0:38:48and make sure the property is then secure.
0:38:48 > 0:38:51Rescuing pets is not part of a normal day for a housing officer,
0:38:51 > 0:38:53but with time being of the essence,
0:38:53 > 0:38:55it is left to Lindsay to try and resolve
0:38:55 > 0:38:58this particularly worrying homelessness case.
0:38:58 > 0:39:00Is anybody in? It is Isos Housing.
0:39:01 > 0:39:03There are quite a few occasions where we've gone in
0:39:03 > 0:39:05and there has been pets in the property
0:39:05 > 0:39:07and they've been locked in for quite a time.
0:39:07 > 0:39:11They are either in a very, sort of, malnourished state
0:39:11 > 0:39:13or they haven't survived at all.
0:39:19 > 0:39:21The joiner has managed to gain entry.
0:39:21 > 0:39:24Hello?
0:39:24 > 0:39:26There's no telling if the animals will be in distress,
0:39:26 > 0:39:29so Lindsay is going to have to tread very carefully.
0:39:30 > 0:39:33There's definitely no sign of the tenants, but thankfully,
0:39:33 > 0:39:35she does find the pets.
0:39:35 > 0:39:37It is a bird.
0:39:37 > 0:39:39The cat is here somewhere.
0:39:40 > 0:39:42Oh! There it is.
0:39:43 > 0:39:46Both the cat and the budgie appear safe and well,
0:39:46 > 0:39:49and after a little scramble trying to bring them to heel...
0:39:49 > 0:39:53Come on. In you go.
0:39:54 > 0:39:56..the pets have been rescued.
0:39:56 > 0:39:58It is a shame that we had to force entry into someone's property,
0:39:58 > 0:40:01but on the plus side, we were made aware the pets were here.
0:40:01 > 0:40:03Could have been a lot worse.
0:40:03 > 0:40:06So glad the bird was in the cage.
0:40:06 > 0:40:08I just don't do birds at all.
0:40:08 > 0:40:10I'm not running around after that.
0:40:12 > 0:40:14With the animals now safety collected,
0:40:14 > 0:40:16Lindsay's next task is to see
0:40:16 > 0:40:19about getting her furry and feathered friends a new home.
0:40:19 > 0:40:23- We've got a finch, we suspect. - Right, OK.- And a cat.
0:40:23 > 0:40:26Quite a young cat.
0:40:26 > 0:40:29- It's very, very feisty.- It will be. It will be very frightened as well.
0:40:29 > 0:40:31We should have a towel, maybe, to put over it.
0:40:31 > 0:40:34No, the bird is fine. It's the cat that has been feisty.
0:40:36 > 0:40:38- Come on, sweetheart.- I know.
0:40:41 > 0:40:42Pets, for most people,
0:40:42 > 0:40:44are considered to be a part of the family
0:40:44 > 0:40:47and part of what makes a house a home.
0:40:47 > 0:40:49But in cases like these, sadly, they must end up here,
0:40:49 > 0:40:51in an animal shelter.
0:40:51 > 0:40:53If we take her through and let her out the crate,
0:40:53 > 0:40:56we can check to see if she's chipped.
0:40:56 > 0:40:58You, Tweetie, will have to wait.
0:40:58 > 0:41:01I don't normally like...
0:41:01 > 0:41:02Hello, gorgeous.
0:41:02 > 0:41:07Oh, darling. Bless her.
0:41:07 > 0:41:10We'll leave her in peace for a little while.
0:41:10 > 0:41:15We'll come back later - I'd quite like to keep the skin on my hand.
0:41:15 > 0:41:17But she will probably be quite frightened
0:41:17 > 0:41:18for the first sort of couple days.
0:41:18 > 0:41:20- She was fine when I first picked her up.- Well, yes.
0:41:20 > 0:41:22"What are you doing?"
0:41:22 > 0:41:25- But then she got very agitated. - Which is fair enough.
0:41:25 > 0:41:27Bless her. She will be frightened.
0:41:27 > 0:41:30She is very pretty.
0:41:30 > 0:41:31But what we'll have to do
0:41:31 > 0:41:34is we'll have to take her in as a stray.
0:41:34 > 0:41:36- Yes.- So what we have to do, we have to advertise her as a stray
0:41:36 > 0:41:41for seven days, to see if an owner comes forward.
0:41:44 > 0:41:46The pets do appear to be well looked after,
0:41:46 > 0:41:48so the rescue centre will hold the animals for a week
0:41:48 > 0:41:51and give the current owner a chance to reclaim them.
0:41:51 > 0:41:56But if they're not, they will be offered up to caring new owners.
0:41:56 > 0:42:00Then if you could just sign...that one for the bird as well.
0:42:01 > 0:42:04- She will be a nice cat. - She's lovely.- She's just frightened.
0:42:04 > 0:42:09All good. She's having breakfast, so that's quite good.
0:42:09 > 0:42:11- I will ring up and check on them. - Yes, give us a ring. Thank you.
0:42:11 > 0:42:13- Thank you very much. - Lovely. Thank you.
0:42:14 > 0:42:17Has Lindsay bonded with the cat sufficiently
0:42:17 > 0:42:19to consider adopting it herself?
0:42:19 > 0:42:22I've got one cat already. That is certainly enough for me, thank you.
0:42:22 > 0:42:24And it was a very, very feisty cat, so no,
0:42:24 > 0:42:26I am quite happy to leave it in there,
0:42:26 > 0:42:29but I'm sure it won't take long before someone else snaps it up.
0:42:31 > 0:42:32Well, the good news is that,
0:42:32 > 0:42:35thanks to Lindsay's timely intervention,
0:42:35 > 0:42:38both animals were cared for at the shelter
0:42:38 > 0:42:40and both found new, welcoming homes,
0:42:40 > 0:42:42proving that it is not just people
0:42:42 > 0:42:46that housing officers can help to get rehoused.
0:42:50 > 0:42:54Well, as we have just seen, being a housing officer
0:42:54 > 0:42:57means a daily dose of tough choices and difficult decisions,
0:42:57 > 0:43:00but it is all in a day's work for the men and women
0:43:00 > 0:43:04fighting to ensure we can enjoy a safe place to call home.
0:43:04 > 0:43:07That is it for today, but join me again next time
0:43:07 > 0:43:10when I'll be back on the front line with the housing enforcers.