0:00:02 > 0:00:04You could be down there for a while without anybody knowing.
0:00:04 > 0:00:05Everyone deserves a safe place to live.
0:00:05 > 0:00:09If your home is falling apart, you're going to fall apart.
0:00:09 > 0:00:11But with rents rising and demand increasing,
0:00:11 > 0:00:16it'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 > 0:00:22I'm Matt Allwright and I'm back with the Housing Enforcers.
0:00:22 > 0:00:23It stinks!
0:00:23 > 0:00:25If I'm honest with you, I'm not sure whether
0:00:25 > 0:00:28I would want Grace going into that house.
0:00:28 > 0:00:30'I'm on the front line with those fighting for the right
0:00:30 > 0:00:33'to decent housing...'
0:00:33 > 0:00:34Oh, this place is a bit of a mess.
0:00:34 > 0:00:36And he usually urinates in that corner.
0:00:36 > 0:00:38..as local councils and housing associations
0:00:38 > 0:00:41battle 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 > 0:00:49And probably 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- What is she doing? Kicking you, or?- Yeah.
0:00:52 > 0:00:55- Would you want either side evicted? - No, I wouldn't.
0:00:55 > 0:00:57..and everything in between...
0:00:57 > 0:00:58OK.
0:00:58 > 0:01:01..to help those in need of a happy and healthy home.
0:01:01 > 0:01:04Behind every door...
0:01:04 > 0:01:06is a little bit of a detective story.
0:01:10 > 0:01:14Today, I meet a couple in need of more than just a helping hand
0:01:14 > 0:01:16if they're to stay in their property...
0:01:16 > 0:01:17Angela has arthritis of the spine.
0:01:17 > 0:01:19You might have notice she's bending over.
0:01:19 > 0:01:21- I can't stand up. - She can't stand up.
0:01:21 > 0:01:24- I'm all right if I'm leaning on something, but...- OK.
0:01:24 > 0:01:25But she's shrinking, you know?
0:01:25 > 0:01:28We didn't want to make a fuss.
0:01:28 > 0:01:31It's sort of... We've always been independent.
0:01:31 > 0:01:33..a troublesome tenant is causing a nightmare
0:01:33 > 0:01:35for his neighbours in Suffolk...
0:01:35 > 0:01:37- KNOCK AT DOOR - Hello. Andrew, Aimi.
0:01:37 > 0:01:40I just want to talk to you about your behaviour.
0:01:40 > 0:01:43Because of the police involvement, we now need to take some action.
0:01:45 > 0:01:50..housing officers in Stroud rush to answer a kitchen SOS...
0:01:50 > 0:01:52I'm a coeliac. I'm a diabetic,
0:01:52 > 0:01:57I've got two heart problems and so has my husband.
0:01:57 > 0:02:01So the problems we have actually are not as easy to fix as some people
0:02:01 > 0:02:03might feel, you know?
0:02:03 > 0:02:07..and in London, a routine visit threatens to get out of hand.
0:02:07 > 0:02:08I know you're upset and angry,
0:02:08 > 0:02:11but I haven't come here to, kind of, point fingers and have a go at you.
0:02:11 > 0:02:13There's obviously some issues with the overcrowding.
0:02:13 > 0:02:15She's got no powers of entry, Grace.
0:02:15 > 0:02:18She's here by herself, dealing with a tenant
0:02:18 > 0:02:20that won't allow her entry to the property to work
0:02:20 > 0:02:22out what's going on.
0:02:22 > 0:02:24At this stage, it feels like stalemate.
0:02:29 > 0:02:34Finding a suitable place to call home for you and your family has
0:02:34 > 0:02:39never been harder, especially for those on a restricted budget.
0:02:39 > 0:02:41But low rent shouldn't mean your house
0:02:41 > 0:02:46doesn't live up to the same basic standards as everyone else's.
0:02:46 > 0:02:51Fortunately, there is a group of men and women who are out on the front
0:02:51 > 0:02:57line battling on your behalf against bad and dangerous living conditions.
0:02:57 > 0:02:59They are the Housing Enforcers.
0:03:06 > 0:03:10The housing crisis currently gripping the UK is making it painful
0:03:10 > 0:03:12for anyone trying to get a foot on to the housing ladder,
0:03:12 > 0:03:15with first-time buyers have to fork out on average
0:03:15 > 0:03:18more than £200,000 for their starter home.
0:03:18 > 0:03:21And that's just outside London.
0:03:21 > 0:03:23Inside the capital, you can double that figure.
0:03:24 > 0:03:28Equally, councils and housing associations keeping people in their
0:03:28 > 0:03:31existing homes that they've cherished for many years
0:03:31 > 0:03:33can also be a challenge.
0:03:34 > 0:03:37In Somerset, I'm with housing officer Belinda Eastland.
0:03:37 > 0:03:40We're on our way to our way to check in on an elderly couple
0:03:40 > 0:03:43whose changing circumstances have set alarm bells ringing.
0:03:43 > 0:03:46OK, so who are we going to go and see today?
0:03:46 > 0:03:48We're going to go and see Mr and Mrs George.
0:03:48 > 0:03:51They haven't reported any repairs for many years,
0:03:51 > 0:03:55but they were struggling to get in and out of the bath.
0:03:55 > 0:03:58So, why would they not report those things, then?
0:03:58 > 0:03:59Do you know, I don't really know.
0:03:59 > 0:04:01Some tenants feel as though
0:04:01 > 0:04:05if they're ringing you up and reporting repairs that they're
0:04:05 > 0:04:06actually bothering you.
0:04:06 > 0:04:09So, that's why it's very important to visit tenants
0:04:09 > 0:04:12on a regular basis to try and get to the ones
0:04:12 > 0:04:15that haven't bothered reporting things and have
0:04:15 > 0:04:19outstanding issues. So we had a look to see what we could do for
0:04:19 > 0:04:24them and put out quite a few repair orders to bring them up-to-date.
0:04:24 > 0:04:28Belinda and her team have already been out to adapt the house to
0:04:28 > 0:04:29help suit the tenants' needs.
0:04:29 > 0:04:32'But this follow-up visit is a way of checking whether the
0:04:32 > 0:04:34'changes have been enough to improve quality of life
0:04:34 > 0:04:38- 'for Angela and Nick.' - Hello, Mrs George.
0:04:38 > 0:04:41Thank you.
0:04:41 > 0:04:45The reason I've come out today is to find out how you're getting on since
0:04:45 > 0:04:46- Tracey was last here.- Yes.
0:04:46 > 0:04:50Because she came out and found that there were quite a few things that
0:04:50 > 0:04:53- she needed to try and get put right for you.- That's right, yeah.
0:04:53 > 0:04:55And hopefully that has happened.
0:04:55 > 0:04:59It's really a courtesy call today to find out how you are managing.
0:04:59 > 0:05:03OK. To be honest, it's been fantastic
0:05:03 > 0:05:07I have gone downhill in this last year.
0:05:09 > 0:05:12I was told 30 years ago, if I looked after myself I'd get ten years,
0:05:12 > 0:05:13and now I've had 30.
0:05:13 > 0:05:18And I was still working until a year ago, but I've had to retire.
0:05:18 > 0:05:21Angie suffers from osteo and rheumatoid arthritis
0:05:21 > 0:05:22and she's diabetic.
0:05:22 > 0:05:25So the pair of us have, sort of, got a double whammy.
0:05:25 > 0:05:28- And gout.- And gout, yeah, yeah.
0:05:28 > 0:05:33But Tracey arranged for grab rails to be put up with your builders
0:05:33 > 0:05:36- and that was done.- Yes. - That is quite helpful.
0:05:36 > 0:05:40But going forward, longer term,
0:05:40 > 0:05:43you think you need further adaptations, do you?
0:05:43 > 0:05:45- It is a problem with what we've got. - OK.
0:05:45 > 0:05:49So they have spoken to Tracey,
0:05:49 > 0:05:52who I understand has given permission, through whoever,
0:05:52 > 0:05:55that they're going to put in a wet room.
0:05:55 > 0:05:57That's a great result for you, isn't it? Yeah.
0:05:57 > 0:06:01Well, yeah. I mean, I'm so grateful I could burst into tears.
0:06:01 > 0:06:04'The housing association has provided a set of grab rails'
0:06:04 > 0:06:08in the bathroom, as well as repairing the shower and heater.
0:06:08 > 0:06:11These are not huge changes in the grand scheme of things,
0:06:11 > 0:06:14but you can see what it means to both Angela and Nick.
0:06:14 > 0:06:16Angela has another problem with her...
0:06:16 > 0:06:17She's got arthritis of the spine.
0:06:17 > 0:06:20- You might have noticed she's bending over.- I can't stand up.
0:06:20 > 0:06:23- She can't stand up.- I'm all right if I'm leaning on something.
0:06:23 > 0:06:25- OK.- But she's shrinking, you know?
0:06:25 > 0:06:28I used to be five foot seven.
0:06:28 > 0:06:31- What am I now - five foot two? - Yeah.
0:06:31 > 0:06:35It's great being old, it really is. It's fantastic!
0:06:35 > 0:06:39- Something to look forward to! - You don't hear that very often!
0:06:40 > 0:06:43We were just wondering why you hadn't made those requests before.
0:06:43 > 0:06:47You know, did you feel you didn't want to bother the association?
0:06:47 > 0:06:50Yeah. Yeah, I think so.
0:06:50 > 0:06:54- I think we're coping all right, aren't we?- We're OK.
0:06:54 > 0:06:57We've never, ever made claims in our lives.
0:06:57 > 0:06:59We didn't want to make a fuss.
0:06:59 > 0:07:03It's, sort of... We've always been independent.
0:07:03 > 0:07:06'Staying independent is clearly a big concern for this couple.
0:07:06 > 0:07:09'But Belinda needs to think about the future as well.'
0:07:09 > 0:07:11'Given Nick and Angela's health concerns,
0:07:11 > 0:07:14'is remaining in this house still a viable solution,
0:07:14 > 0:07:18'even with the proposed addition of a wet room?'
0:07:18 > 0:07:22OK, so we can see... I mean, this is very limited in space, isn't it?
0:07:22 > 0:07:25- Yes, it is. Yeah.- And you can't really change that.- No.
0:07:25 > 0:07:27- That's why they will remove the bath...- Yeah.
0:07:27 > 0:07:31You know, to put the level-access shower in.
0:07:31 > 0:07:33You know, these things, they always...
0:07:33 > 0:07:37When they've been described to you, they sound small, you know,
0:07:37 > 0:07:40but then when you actually put yourself in that situation
0:07:40 > 0:07:45that Nick and Ange are talking about, getting away from the bath,
0:07:45 > 0:07:47when you're really limited with mobility
0:07:47 > 0:07:49and getting back out into the room
0:07:49 > 0:07:52and you're probably wet and possibly cold as well...
0:07:52 > 0:07:55- Exactly, yeah. - You know, it's actually...
0:07:55 > 0:07:56It's actually quite...
0:07:56 > 0:07:59You know, quite a dangerous manoeuvre to be able to pull off...
0:07:59 > 0:08:01- Yeah.- ..because you're pulling yourself away
0:08:01 > 0:08:04and there's nothing there to grab on to.
0:08:04 > 0:08:08The bathroom adaptations were a fairly quick fix for Belinda and her
0:08:08 > 0:08:10team, but unfortunately providing a wet room
0:08:10 > 0:08:13is going to be a little bit less straightforward.
0:08:13 > 0:08:16But, you see, these grab rails, we can afford to do something like
0:08:16 > 0:08:20- this short-term...- M-hm. - ..you know, to keep them going.
0:08:20 > 0:08:24And often that's enough with portable adaptations.
0:08:24 > 0:08:27But then if more extensive works are required,
0:08:27 > 0:08:29like changing it into a wet room,
0:08:29 > 0:08:32that's when they do have to go through the local authority to get a
0:08:32 > 0:08:34disabled facilities grant.
0:08:34 > 0:08:38Just like any other landlord, you're balancing the...
0:08:38 > 0:08:39Any works that you do to a property
0:08:39 > 0:08:41against the rental you're going to get from that.
0:08:41 > 0:08:43Whereas, there's no magic fund for you guys.
0:08:43 > 0:08:45- You have to finance yourselves. - No, that's right.
0:08:45 > 0:08:47Yeah, that's absolutely right.
0:08:47 > 0:08:50It will now be down to the local council to decide whether
0:08:50 > 0:08:53Mr and Mrs George get the grant they need to provide the funds for their
0:08:53 > 0:08:57wet room. If unsuccessful, you do wonder how long this couple
0:08:57 > 0:09:00could realistically stay here.
0:09:00 > 0:09:03'It looks like Nick's doing his best to send out some positive vibes,
0:09:03 > 0:09:05'courtesy of his rather unusual hobby.'
0:09:12 > 0:09:16Big finish! Big finish!
0:09:16 > 0:09:18Speeding up!
0:09:19 > 0:09:21That's awesome!
0:09:21 > 0:09:23These are African drums.
0:09:23 > 0:09:25I didn't expect this when we came out today.
0:09:25 > 0:09:27No, I didn't expect to be doing it.
0:09:27 > 0:09:29How long have you been doing this for?
0:09:29 > 0:09:32I've been doing this for about three/four years.
0:09:32 > 0:09:35- I was looking for something in retirement...- Yeah.
0:09:35 > 0:09:37..and I started off with a group - the Mendip All Drummers.
0:09:37 > 0:09:41- Most people go golf or...- Yeah, I know, but...- Not for you.- No.
0:09:41 > 0:09:44You're like the John Bonham of African drumming!
0:09:44 > 0:09:48'Nick's clearly not quite ready to embrace the quiet life just yet.'
0:09:48 > 0:09:53A hobby like this requires plenty of space and understanding neighbours.
0:09:53 > 0:09:56It's another reason why being forced to move out of this property
0:09:56 > 0:09:58could prove life-changing.
0:09:58 > 0:10:02I got the feeling that this place right now to you is as important
0:10:02 > 0:10:04as it's ever been, this home you've got right now.
0:10:04 > 0:10:07Too right. The housing association, as I said indoors,
0:10:07 > 0:10:09have been fantastic.
0:10:09 > 0:10:11I didn't know this sort of thing went on.
0:10:11 > 0:10:14They care. They really care.
0:10:14 > 0:10:16I've asked them for things and help
0:10:16 > 0:10:19and they've come along and over and above.
0:10:19 > 0:10:23From our side, we were surprised that you hadn't been asking,
0:10:23 > 0:10:27or hadn't expected that you could get help like the sort of help
0:10:27 > 0:10:29that you were getting. What was through your mind beforehand?
0:10:29 > 0:10:31Pride. Pride.
0:10:31 > 0:10:33As I say, we've never, ever made a claim.
0:10:33 > 0:10:37We don't want to be claimants for benefits,
0:10:37 > 0:10:40but we've reached the point where we have to be.
0:10:40 > 0:10:43But the system has catered for us.
0:10:43 > 0:10:45'I'll be keeping all of my fingers crossed that the council agree to
0:10:45 > 0:10:49'provide funds for the wet room so that Nick and Ange can keep their'
0:10:49 > 0:10:52independence and continue to remain in the house they love.
0:10:52 > 0:10:55In the meantime, it's good to know there are people like Belinda and
0:10:55 > 0:10:59the housing association keeping an eye out for them.
0:10:59 > 0:11:02Belinda, you know, so often in this programme I come across people
0:11:02 > 0:11:06who actually don't know how to or forget how to ask for help
0:11:06 > 0:11:10- when actually they really need it. - They think it's too much trouble,
0:11:10 > 0:11:12it's going to cost us too much money.
0:11:12 > 0:11:13But that's what we're there for.
0:11:13 > 0:11:15OK, so the next steps them with them -
0:11:15 > 0:11:19obviously the wet room is something that's out of our control,
0:11:19 > 0:11:21it's in the hands of the local authority?
0:11:21 > 0:11:22Yes. Yes, it is.
0:11:22 > 0:11:25But we will still help to co-ordinate things.
0:11:25 > 0:11:27We'll be talking to the local authority.
0:11:27 > 0:11:32We'll be getting in touch regularly for updates and, you know,
0:11:32 > 0:11:34we'll be coming out to see how they're coping
0:11:34 > 0:11:37- once the wet room has been installed.- Great stuff.
0:11:39 > 0:11:42I'm pleased to say that Nick's drumming skills
0:11:42 > 0:11:45remain as rhythmic as ever and the couple's application
0:11:45 > 0:11:49for their much-needed wet room is still being
0:11:49 > 0:11:51processed by their local authority.
0:11:51 > 0:11:54Fingers crossed it goes through and that Nick and Angela
0:11:54 > 0:11:58can remain in their much-loved home for many more years to come.
0:12:05 > 0:12:08With more than a million people currently on the social housing
0:12:08 > 0:12:10waiting list, finding a suitable property
0:12:10 > 0:12:12can be enough of a challenge,
0:12:12 > 0:12:14but once you do manage to secure a council property,
0:12:14 > 0:12:18new tenants aren't initially offered a home for life.
0:12:18 > 0:12:22For the first year they've put on a 12-month introductory tenancy,
0:12:22 > 0:12:23which means they have to demonstrate
0:12:23 > 0:12:26they can respect the accommodation and the community.
0:12:30 > 0:12:34Here in Suffolk, housing officers Andrew Weavers and Aimi Myhill
0:12:34 > 0:12:36have been called out to see a new tenant
0:12:36 > 0:12:39whose broken so many rules he's in danger of being evicted
0:12:39 > 0:12:42even before his first year's up.
0:12:42 > 0:12:45He's been in trouble with the police several times over the last few
0:12:45 > 0:12:47months for being drunk and disorderly,
0:12:47 > 0:12:50causing harassment to neighbours.
0:12:50 > 0:12:55And when we went out there, we found most of his possessions
0:12:55 > 0:12:56in the garden.
0:12:56 > 0:13:00So, what we've got to do now is go and serve him a notice
0:13:00 > 0:13:04because the things that have been going on have been quite serious.
0:13:04 > 0:13:06He's an introductory tenant
0:13:06 > 0:13:11and this is our opportunity to deal with it fairly swiftly.
0:13:13 > 0:13:16The council has the power to evict an introductory tenant with just
0:13:16 > 0:13:19four weeks' notice if they've obtained a court order.
0:13:19 > 0:13:23But eviction is always a last resort and Andrew is still hoping there may
0:13:23 > 0:13:26be a way to avoid turfing this tenant out.
0:13:28 > 0:13:31This particular tenant came through the homelessness route
0:13:31 > 0:13:35prior to moving to this property, so understands how difficult it is
0:13:35 > 0:13:38- to be allocated a council property, so...- So he actually knows, doesn't he?
0:13:38 > 0:13:40So he knows how valuable it is, you know, what he has.
0:13:40 > 0:13:42It's all very well saying, "I'll live on the street,"
0:13:42 > 0:13:44which is what he's threatened to do.
0:13:44 > 0:13:46- Yeah, it is. Yeah. - It's lovely weather.- At the moment.
0:13:46 > 0:13:48It won't be long before it starts getting colder.
0:13:48 > 0:13:51- Then he'll be saying, "Oh, can I have a house, please...?" - Yeah, yeah.
0:13:51 > 0:13:56- "..Mr Council Man."- We did receive a call from a resident again yesterday
0:13:56 > 0:13:58about his behaviour following our visit the other day.
0:13:58 > 0:14:00- Did we?- Yeah.
0:14:00 > 0:14:02Apparently nothing had changed.
0:14:02 > 0:14:03He was continuing to cause a nuisance,
0:14:03 > 0:14:05- banging inside the property. - What, even after we left?
0:14:05 > 0:14:08Even after we'd left. Just causing a real nuisance and scaring people,
0:14:08 > 0:14:13- not valuing the tenancy that he has with the council.- No.
0:14:13 > 0:14:15If he starts kicking off, I'll be right behind you.
0:14:15 > 0:14:17What would I do without you?!
0:14:20 > 0:14:25The list of complaints against this troublesome tenant is already pretty
0:14:25 > 0:14:27long and it looks like you can add fly-tipping
0:14:27 > 0:14:29to his ever growing charge sheet.
0:14:32 > 0:14:36- That's more or less how we found it? - Yeah, it was more or less.
0:14:36 > 0:14:39Right. We'll go and have a look, have a word.
0:14:41 > 0:14:44How is the tenant going to react to being served a notice
0:14:44 > 0:14:47to leave the property? KNOCK AT DOOR
0:14:47 > 0:14:50Good to see Andrew leading from the front, by the way.
0:14:50 > 0:14:52Hello. Andrew, Aimi.
0:14:52 > 0:14:56I just want to talk to you about your behaviour.
0:14:56 > 0:14:58The tenant doesn't want to be identified,
0:14:58 > 0:15:01but I'm not sure closing the door on Andrew is going to help his cause.
0:15:01 > 0:15:03Look, I'm just going to give you this and then I'm going to go away,
0:15:03 > 0:15:06all right? OK?
0:15:06 > 0:15:09You don't... As I say, this is a notice of seeking possession
0:15:09 > 0:15:10of the property.
0:15:10 > 0:15:13The back's still bad, but I'm just going to say to you,
0:15:13 > 0:15:16we now need to take some action.
0:15:16 > 0:15:18And you're an introductory tenant, right?
0:15:18 > 0:15:22So what that means is for a year,
0:15:22 > 0:15:25you are supposed to be one of our ideal tenants.
0:15:25 > 0:15:28But obviously because of the police involvement and the way you've been
0:15:28 > 0:15:31with neighbours, we are really worried
0:15:31 > 0:15:34that you're not keeping to your tenancy agreement.
0:15:34 > 0:15:37So, what I'm going to do is I'm going to give you this personally.
0:15:37 > 0:15:39All right? That's the notice.
0:15:39 > 0:15:40This details everything that has...
0:15:40 > 0:15:43Everything that's been reported to us recently about your behaviour,
0:15:43 > 0:15:46which is what we discussed the other day.
0:15:46 > 0:15:49So it's everything that's affecting your neighbours -
0:15:49 > 0:15:52you know, the things in the back garden, the things at the front.
0:15:52 > 0:15:55It also regards the two vehicles that you've got
0:15:55 > 0:15:58on the road out here, which shouldn't be there,
0:15:58 > 0:16:01which are not taxed or MOT-ed.
0:16:01 > 0:16:03Despite the tenant's unruly behaviour,
0:16:03 > 0:16:06Andrew and Aimi are keen to offer him one last chance
0:16:06 > 0:16:07to change his ways.
0:16:10 > 0:16:13So, you've got two weeks now to let us know whether you'd like a review
0:16:13 > 0:16:16of our decision, which would result in you having to come to the council
0:16:16 > 0:16:20offices for a hearing. So, if you want to carry out that review,
0:16:20 > 0:16:22then there's a form here that you can sign that Andrew's got.
0:16:22 > 0:16:24Here's the review form, OK,
0:16:24 > 0:16:26this is really important if you want to stay here.
0:16:26 > 0:16:30Yeah? If you want to do it now, I'll take it away so I know we've got it.
0:16:30 > 0:16:33That shows me you want to keep... You want to stay here.
0:16:33 > 0:16:35Right, here we go.
0:16:35 > 0:16:37"Do you want the council's decision to end your tenancy
0:16:37 > 0:16:41"to be reviewed?" You want to stay? So you want it to be reviewed.
0:16:41 > 0:16:43Right, so we'll tick that.
0:16:43 > 0:16:45"Do you want to attend a review when...
0:16:45 > 0:16:49"And have a private hearing?" I suggest you do. Yeah?
0:16:49 > 0:16:52So, all I need for you to do is sign it there and date it, please.
0:16:52 > 0:16:55And I need your full name and address on there, please.
0:16:55 > 0:16:59Introductory tenants facing eviction do have the right to appeal
0:16:59 > 0:17:01the decision. And Andrew's hoping it might lead
0:17:01 > 0:17:03to a change of behaviour, too.
0:17:03 > 0:17:07What I'm going to say to you now is that...
0:17:07 > 0:17:09Get yourself cleared up out the back.
0:17:09 > 0:17:11Get your flat sorted out.
0:17:11 > 0:17:14Try not to disturb your neighbours, right?
0:17:14 > 0:17:17And if you can come to the council offices
0:17:17 > 0:17:21and show that you are willing to be one of our better tenants,
0:17:21 > 0:17:25then you can... There's a possibility that you could keep your tenancy.
0:17:25 > 0:17:29But if we think that the behaviour's going to keep going,
0:17:29 > 0:17:31the decision might be... Go to court...
0:17:31 > 0:17:33You know, our job is to help you keep your flat,
0:17:33 > 0:17:35which is what we were saying to you.
0:17:35 > 0:17:38Like I said the other day, you can either work with us or against us.
0:17:38 > 0:17:40And we're happy to try and help you keep your flat.
0:17:40 > 0:17:42Thank you very much. Bye-bye.
0:17:42 > 0:17:43The tenant's been left in little doubt
0:17:43 > 0:17:46about the seriousness of the situation.
0:17:46 > 0:17:49Well, his options are to give the place up and walk away in 28 days,
0:17:49 > 0:17:52because that's what the notice says,
0:17:52 > 0:17:58or work with us, come to the council offices on a set date and appeal.
0:17:58 > 0:18:00It can work one of three ways.
0:18:00 > 0:18:02We could either say, "No, we didn't...
0:18:02 > 0:18:07"We're not going to do anything. You're fine, we'll extend your
0:18:07 > 0:18:11"tenancy by a further six months, or your behaviour's so bad
0:18:11 > 0:18:14"we can't have this and we'll take it to court."
0:18:14 > 0:18:18We've got to give this fella a chance to try and keep his tenancy,
0:18:18 > 0:18:22but I think the trouble here, I think when alcohol is concerned,
0:18:22 > 0:18:26I think he probably turns into a different animal
0:18:26 > 0:18:28when he's had a few drinks.
0:18:28 > 0:18:32He's clearly stated to us, "I don't mind being out on the street."
0:18:32 > 0:18:34He's been there before.
0:18:34 > 0:18:35So I don't really think he's that bothered.
0:18:35 > 0:18:40But, trust me, he will be bothered and he'll want to come back.
0:18:40 > 0:18:42But if he loses this tenancy through the courts,
0:18:42 > 0:18:44he'll be intentionally homeless
0:18:44 > 0:18:47because he's lost a perfectly good tenancy.
0:18:55 > 0:18:57Later on, Andrew and Aimi are back on the estate,
0:18:57 > 0:19:00this time with the police in tow.
0:19:00 > 0:19:01That's his clearing up exercise.
0:19:01 > 0:19:06All he's done is move it from the outside into his hallway.
0:19:06 > 0:19:08His door's been damaged.
0:19:10 > 0:19:12I'd like to get in there and have a look, but I can't.
0:19:19 > 0:19:23Whilst housing officers work hard to avoid evicting their tenants,
0:19:23 > 0:19:25sadly sometimes it's inevitable.
0:19:25 > 0:19:27But when one door closes, another opens,
0:19:27 > 0:19:31so when properties are vacated the race is on to get them inspected
0:19:31 > 0:19:34and get them made ready for a new tenant from the waiting list.
0:19:34 > 0:19:37If that property hasn't been left in a decent condition,
0:19:37 > 0:19:40it could mean those in need have to wait even longer for a decent roof
0:19:40 > 0:19:42over their head.
0:19:43 > 0:19:47Here in Havering, community wardens Barry Armour and Liam Knight
0:19:47 > 0:19:52have been called into a house in multiple occupation, or HMO,
0:19:52 > 0:19:55to check that one of the residents who's recently been evicted
0:19:55 > 0:19:57has actually left the property.
0:19:57 > 0:20:01- Hello.- We're waiting on the locksmith...- He's just arriving.
0:20:01 > 0:20:04Colleague Vanessa has been liaising with the single female tenant
0:20:04 > 0:20:08but despite her best efforts, the resident refused to pay her rent.
0:20:08 > 0:20:12I know with this particular tenant we've really, really helped her.
0:20:12 > 0:20:14We've really tried to help her,
0:20:14 > 0:20:17getting her housing benefit back in place.
0:20:18 > 0:20:22But then she goes and gets herself a job and then doesn't let them know.
0:20:22 > 0:20:24You know, it's really difficult,
0:20:24 > 0:20:26so we're liaising with housing benefit.
0:20:26 > 0:20:29But it's been hard, this particular tenant.
0:20:30 > 0:20:33We like to help our tenants as much as we can.
0:20:33 > 0:20:35And which we normally do.
0:20:35 > 0:20:38But after missing yet another rent payment,
0:20:38 > 0:20:41the council's been left with no choice but to evict,
0:20:41 > 0:20:44something that's not the preferred result for anyone.
0:20:44 > 0:20:47And although the tenant might no longer be around,
0:20:47 > 0:20:49there seemed to be plenty of her belongings still here.
0:20:49 > 0:20:51Is she allowed to leave them here?
0:20:51 > 0:20:54- She's not.- Just on the staircase in front of someone's front door.
0:20:54 > 0:20:56That's not, that's...
0:20:56 > 0:20:58That's not the point, is it. It's in front of someone's door.
0:20:58 > 0:21:01It's a fire hazard, it shouldn't really be here, should it?
0:21:01 > 0:21:02No, it should not.
0:21:04 > 0:21:06She's already left. Her boxes are outside.
0:21:06 > 0:21:08She's already left the property. As you may see, it's empty.
0:21:08 > 0:21:11Her belongings ain't allowed to be here. They'll have to be removed.
0:21:13 > 0:21:15I'll move them if you want to show me where to put them,
0:21:15 > 0:21:17just so they're off the staircase.
0:21:17 > 0:21:20Luckily, Liam's around to offer up a safe pair of hands.
0:21:20 > 0:21:22Heavy, this one.
0:21:23 > 0:21:25- Careful!- And it's two steps there, not one!
0:21:25 > 0:21:28Good save, Liam. I don't think anyone noticed.
0:21:28 > 0:21:31It looks like the tenant's left another gift for the team.
0:21:31 > 0:21:33So, she leaves yesterday's dinner just out on show.
0:21:33 > 0:21:35Lovely!
0:21:36 > 0:21:39After clearing a path, it's now up to Liam and the team
0:21:39 > 0:21:43to try and get this property back into action as soon as possible.
0:21:43 > 0:21:45It will be let out, soon as, I'd say, within a week or two,
0:21:45 > 0:21:47it will be out and someone will be in there.
0:21:47 > 0:21:49It will be cleaned up and straight back out.
0:21:49 > 0:21:52there's a list waiting for this. There's plenty of people waiting
0:21:52 > 0:21:54months and months to get in these rooms.
0:21:54 > 0:21:56So as one goes out, they come straight back in again.
0:21:56 > 0:21:58So the turn-around's quick.
0:21:59 > 0:22:01See if she'll come and pick up her belongings.
0:22:01 > 0:22:03If she don't, they will be removed.
0:22:03 > 0:22:06Evictions are always a last resort.
0:22:06 > 0:22:09But unpaid rent means there's less money for the council
0:22:09 > 0:22:11to fund other essential services.
0:22:11 > 0:22:15And it sounds like this tenant had really pushed her luck.
0:22:15 > 0:22:18She is approximately £5,000 in arrears,
0:22:18 > 0:22:21so, we chase her for the money.
0:22:21 > 0:22:23It's not just kissed off.
0:22:23 > 0:22:25You know, we do follow up.
0:22:26 > 0:22:28Make sure that we are repaid.
0:22:29 > 0:22:31- Done.- Good man, well done. Thank you.
0:22:31 > 0:22:34- A bit longer than 30 seconds! - Yeah!
0:22:36 > 0:22:39- Make sure it works now. - I was going to say, yeah!
0:22:41 > 0:22:42We'll be locked in!
0:22:43 > 0:22:45Because this is a property with multiple tenants,
0:22:45 > 0:22:48there are strict health and safety regulations
0:22:48 > 0:22:50that all residents need to adhere to.
0:22:50 > 0:22:54But Liam's spotted a potential issue that could provide a serious problem
0:22:54 > 0:22:56for any new tenant of the flat.
0:22:56 > 0:22:59As you may see, they're using incense in the communal area, which,
0:22:59 > 0:23:02in my eyes, from the years of experience, they're smoking drugs
0:23:02 > 0:23:05in the property and they're trying to disguise the smell.
0:23:05 > 0:23:07So we'll now start patrolling
0:23:07 > 0:23:09and checking if there is any smell of cannabis.
0:23:09 > 0:23:12If there is, we'll then go down the route
0:23:12 > 0:23:14of taking tenancy agreements and getting them evicted.
0:23:14 > 0:23:18In their tenancy agreement they're not allowed to smoke drugs in their property.
0:23:18 > 0:23:23So we'll be sending letters as well regarding wooden shelf,
0:23:23 > 0:23:25fire, it's a fire hazard.
0:23:25 > 0:23:27So that would have to stop as well.
0:23:27 > 0:23:29So we'll be lettering them to let them know
0:23:29 > 0:23:32that needs to stop straight away.
0:23:32 > 0:23:36A fire in a property like this would clearly be catastrophic
0:23:36 > 0:23:39for all the tenants. And Liam doesn't want to take any chances.
0:23:39 > 0:23:41With the potential hazard logged,
0:23:41 > 0:23:44there's just time for a few final checks.
0:23:44 > 0:23:47I'll go back to the office, advise the team
0:23:47 > 0:23:50that an eviction has taken place
0:23:50 > 0:23:54and then the maintenance officer will come over, carry out a visit,
0:23:54 > 0:23:58look to see what needs to be done, which, looking at the room,
0:23:58 > 0:24:00it just needs a good clean, the carpet,
0:24:00 > 0:24:02but we will need to replace a bed
0:24:02 > 0:24:05because the tenant's taken the bed and a wardrobe,
0:24:05 > 0:24:08because that's what comes with the room when we let it out.
0:24:08 > 0:24:12So, not content with taking five grand away from the council,
0:24:12 > 0:24:16this tenant is also leaving them with a bill for new furniture, too.
0:24:16 > 0:24:18It's lucky we have our housing heroes on hand
0:24:18 > 0:24:20to help sort out these problems.
0:24:20 > 0:24:23Super warden. Going to put my pants on the outside.
0:24:23 > 0:24:26Pants on the outside. Cape on and I'm going to fly to my next job.
0:24:28 > 0:24:30- He's not joking!- I'm not joking.
0:24:30 > 0:24:32- We'll see you.- See you later. - See you soon.
0:24:32 > 0:24:36- I'll get that request over. - Yes, please do. Have a nice day.
0:24:37 > 0:24:41This flat will be ready for a deserving tenant in no time at all.
0:24:41 > 0:24:44That's gone very well. It's nice and quiet.
0:24:44 > 0:24:46The tenant's left before we even arrived,
0:24:46 > 0:24:49so that there was no hassle.
0:24:49 > 0:24:50The room is clear.
0:24:50 > 0:24:53There's a few boxes left to be picked up at a later date.
0:24:53 > 0:24:59We've moved those into a safer area, and job's a good 'un. Yes.
0:24:59 > 0:25:03That's ready for re-let probably in one week, two weeks' time.
0:25:11 > 0:25:13Defending our right to a safe place to live
0:25:13 > 0:25:16is the job of housing officers right across the UK.
0:25:16 > 0:25:18Fire Service turned up, didn't they?
0:25:18 > 0:25:20There was no need for them.
0:25:20 > 0:25:22- There was a fire.- There was not.
0:25:23 > 0:25:27I'm working alongside the men and women that do exactly that.
0:25:27 > 0:25:28This one's the worst that I've seen.
0:25:28 > 0:25:32The amount of mould is quite shocking, actually.
0:25:32 > 0:25:33Hitting the streets...
0:25:33 > 0:25:35- Hello.- ..finding out what's happening on the front line...
0:25:35 > 0:25:38Warrants have been issued and they can be enforced.
0:25:38 > 0:25:42..as we make sure a house is a fit place to call a home.
0:25:42 > 0:25:44- Is that one there?- Oh, look at that.
0:25:44 > 0:25:46- There's another one.- Yeah.
0:25:46 > 0:25:50I know I've got somewhere I can call home and it's permanent.
0:25:50 > 0:25:51It's got to be a good thing.
0:25:57 > 0:25:59Meanwhile, back in Suffolk,
0:25:59 > 0:26:02housing officers Andrew and Aimi were dealing a tenant
0:26:02 > 0:26:04whose antisocial behaviour
0:26:04 > 0:26:07was making his neighbours' lives a misery.
0:26:07 > 0:26:10I just want to talk to you about your behaviour.
0:26:10 > 0:26:13This is a notice of seeking possession of the property.
0:26:13 > 0:26:15Because of the police involvement,
0:26:15 > 0:26:17and the way you've been with neighbours,
0:26:17 > 0:26:19we now need to take some action.
0:26:21 > 0:26:25The tenant was told he'd be turfed out unless he changed his ways.
0:26:25 > 0:26:28But after the council offered to review his eviction notice,
0:26:28 > 0:26:31news has come that things haven't improved.
0:26:31 > 0:26:34We served him notice to seek possession of the property.
0:26:34 > 0:26:36As soon as we served it and we walked away,
0:26:36 > 0:26:40we subsequently found out that he kicked off a little bit.
0:26:40 > 0:26:44Damaged the door, for which we're going to ask the police
0:26:44 > 0:26:46to deal with that as criminal damage.
0:26:46 > 0:26:50And caused a lot of noise issues and...
0:26:52 > 0:26:54..started ranting and raving at neighbours
0:26:54 > 0:26:55and that's come from the police.
0:26:55 > 0:26:59So, he didn't take kindly to our visit last time
0:26:59 > 0:27:03and it's not really the way to go if you want to keep your tenancy.
0:27:03 > 0:27:07With this troublesome tenant causing more misery for his neighbours,
0:27:07 > 0:27:09it's looking increasingly unlikely
0:27:09 > 0:27:12that he'll be allowed to keep his council property.
0:27:12 > 0:27:14So, Andrew and Aimi are here with the police,
0:27:14 > 0:27:17to collect evidence for any potential legal proceedings,
0:27:17 > 0:27:20as well as to check if there are any other issues.
0:27:20 > 0:27:23It's asking people just to take a little bit of time out,
0:27:23 > 0:27:26to complete this, to find out if there's been any problem
0:27:26 > 0:27:29with various different types of antisocial behaviour.
0:27:29 > 0:27:30So it does give us a good idea
0:27:30 > 0:27:32of what's going on in the neighbourhood.
0:27:34 > 0:27:36Everyone's got to have one.
0:27:36 > 0:27:39We know we've got a particular person here who's a problem to us,
0:27:39 > 0:27:42but we're seeing if there's more antisocial behaviour
0:27:42 > 0:27:43being caused by anybody else.
0:27:43 > 0:27:47So it's not just this, you know, just this one person.
0:27:47 > 0:27:49We're trying to find out
0:27:49 > 0:27:52if there's any other antisocial behaviour in the area.
0:27:52 > 0:27:54When Andrew says everyone's got to have one,
0:27:54 > 0:27:56he means everyone, including the tenant
0:27:56 > 0:27:59whose behaviour caused the problems in the first place.
0:27:59 > 0:28:03Our little man up here, he's entitled to have one of these.
0:28:03 > 0:28:06So he can have his say on antisocial behaviour as well.
0:28:06 > 0:28:08Ironically.
0:28:08 > 0:28:10Well, by looking at the state of the property,
0:28:10 > 0:28:13I think the tenant is an expert on antisocial behaviour.
0:28:16 > 0:28:18That's what was outside.
0:28:18 > 0:28:20That's his clearing-up exercise.
0:28:20 > 0:28:24All he's done is moved it from the outside into his hallway.
0:28:24 > 0:28:26His door's been damaged.
0:28:27 > 0:28:30This has been damaged. That was damaged, the bit before.
0:28:30 > 0:28:33But it was hanging off last time, but that's completely...
0:28:36 > 0:28:39I'd like to get in there and have a look, but I can't.
0:28:40 > 0:28:41We will. Eventually.
0:28:44 > 0:28:46And the less said about the back garden, the better.
0:28:48 > 0:28:49Survey drop complete,
0:28:49 > 0:28:53it's now a case of waiting to see what the neighbours have to say.
0:28:53 > 0:28:56- How many have you put out?- 32 or so.
0:28:56 > 0:28:5732. Great!
0:28:57 > 0:28:59Lovely job.
0:28:59 > 0:29:03We can now find out how many we get back and see if the problem
0:29:03 > 0:29:04just centres around this property
0:29:04 > 0:29:07or if there's antisocial behaviour all over the street.
0:29:07 > 0:29:10Once all the information is collected,
0:29:10 > 0:29:14the council can make a decision about the rest of the estate.
0:29:14 > 0:29:16But as far as this particular tenant's eviction is concerned,
0:29:16 > 0:29:19it could soon be the end of the line.
0:29:20 > 0:29:23Obviously keep you up-to-date with the old possession action as well.
0:29:23 > 0:29:26Cos there's going to be a hearing at our place, informal.
0:29:26 > 0:29:28So we'll let you know how that goes.
0:29:28 > 0:29:31I don't think he'll turn up, if I'm honest.
0:29:31 > 0:29:35If he does, he's got the opportunity to come and have his say.
0:29:35 > 0:29:38From what I've seen, I don't know if he'll be coming.
0:29:38 > 0:29:41- We shall see.- All right, fella. Well done. Cheers, mate.
0:29:45 > 0:29:48Despite Andrew and Aimi doing their best
0:29:48 > 0:29:51to get this tenant to change his ways, they've since learnt
0:29:51 > 0:29:53he's caused even more damage to the flat.
0:29:53 > 0:29:56Even though evictions are always a last resort,
0:29:56 > 0:29:59the council has to take the safety of other residents into account.
0:29:59 > 0:30:01So, they have now repossessed the property.
0:30:01 > 0:30:03It will be repaired and made ready
0:30:03 > 0:30:05for the next tenant on the waiting list.
0:30:11 > 0:30:14Here in London, rising rents and property prices have led
0:30:14 > 0:30:16to an increased demand for affordable housing,
0:30:16 > 0:30:19a demand that arguably isn't being properly met.
0:30:19 > 0:30:22Especially when you learn the number of rough sleepers
0:30:22 > 0:30:26on our capital's streets has more than doubled in the past five years.
0:30:26 > 0:30:28With so much pressure on finding a roof over your head,
0:30:28 > 0:30:32it's little wonder that some landlords, and indeed some tenants,
0:30:32 > 0:30:36might be tempted to cram more people into a property than might be safe.
0:30:38 > 0:30:40Today I'm in Brent, with housing officer Grace Briody.
0:30:40 > 0:30:42She's on her way to investigate
0:30:42 > 0:30:45one of her Housing Association properties,
0:30:45 > 0:30:46where she's been tipped off
0:30:46 > 0:30:49there may be a case of some serious overcrowding.
0:30:49 > 0:30:52So the reason that I want to visit this property is because
0:30:52 > 0:30:56we had some electrical contractors that were due in for an appointment
0:30:56 > 0:30:58- last week. Early last week.- Yeah.
0:30:58 > 0:31:01When they went in, they found there was so much junk
0:31:01 > 0:31:03and potential hoarding in the property,
0:31:03 > 0:31:06- they physically couldn't get to the electrical points.- Right.
0:31:06 > 0:31:09They also noted that they believe there could be up to nine people
0:31:09 > 0:31:11- living in the property. - Right. OK.
0:31:11 > 0:31:14Which obviously is not what we have registered.
0:31:14 > 0:31:16Breach of tenancy. Is that what it comes under?
0:31:16 > 0:31:18Yeah. It is a breach of tenancy.
0:31:18 > 0:31:22It's difficult because obviously without making an appointment
0:31:22 > 0:31:24they can refuse us entry.
0:31:24 > 0:31:26If we make an appointment, they're aware we're coming.
0:31:26 > 0:31:30It's an interesting position Housing Associations are in
0:31:30 > 0:31:33because you have kind of all the responsibilities and obligations
0:31:33 > 0:31:36of a social landlord, which you are.
0:31:36 > 0:31:37But you don't have the powers,
0:31:37 > 0:31:41you need the backup from either the police or the council
0:31:41 > 0:31:46to be able to get your side of things, as a landlord, really.
0:31:46 > 0:31:49You can't just sort of bust in there and...
0:31:50 > 0:31:52..and find out what's going on.
0:31:52 > 0:31:54- Yeah.- You're kind of caught between two stools really.
0:31:54 > 0:31:57Yeah, this is where the problems begin.
0:31:59 > 0:32:02As Grace says, this visit might not prove to be straightforward,
0:32:02 > 0:32:05as the tenant doesn't have to let her in to investigate.
0:32:07 > 0:32:11Hi. It's the housing officer. Is your mum home?
0:32:11 > 0:32:14The tenant doesn't want to be identified.
0:32:14 > 0:32:17But as there's clearly a child on the premises, Grace knows
0:32:17 > 0:32:20that the issue of overcrowding has just got even more serious.
0:32:22 > 0:32:24Yeah, I'm the housing officer from Hythe.
0:32:24 > 0:32:26The reason I've come today, I'll be honest with you.
0:32:26 > 0:32:28I think we had some electrical contractors
0:32:28 > 0:32:31who tried to come in last week. One of the things they identified
0:32:31 > 0:32:33was there were quite a lot of people living in the property
0:32:33 > 0:32:36and they were a bit concerned, they weren't able to do the tests
0:32:36 > 0:32:39because there was a lot of clutter in the property.
0:32:39 > 0:32:42It turns out the tenant isn't happy at Grace's line of questioning.
0:32:42 > 0:32:46She claims the contractors didn't complete the work at the property
0:32:46 > 0:32:48because of a rat infestation.
0:32:48 > 0:32:51The tenant's now getting very agitated and claims her complaints
0:32:51 > 0:32:55to the Housing Association about the rats have been ignored.
0:32:55 > 0:32:58As her voice gets louder, I think our chances of getting inside
0:32:58 > 0:33:02to investigate the overcrowding are getting slimmer.
0:33:02 > 0:33:04OK, I know you're upset and angry,
0:33:04 > 0:33:07but I haven't come here to kind of point fingers and have a go at you.
0:33:07 > 0:33:09There's obviously some issues with overcrowding
0:33:09 > 0:33:12and that's why I've come here - to see what's actually going on,
0:33:12 > 0:33:15to see if there is something we can do to resolve it.
0:33:15 > 0:33:17As the tenant's temper continues to heat up,
0:33:17 > 0:33:21I think it's wise to make a move, in case they threaten to boil over.
0:33:22 > 0:33:25I'm going to take the cameras away, Grace.
0:33:25 > 0:33:27- Are you happy here?- That's fine.
0:33:27 > 0:33:29It's just another stark reminder
0:33:29 > 0:33:31of the daily challenges faced by housing officers,
0:33:31 > 0:33:34not just here in London, but across the whole of the UK.
0:33:34 > 0:33:37Decided the best thing to do was probably step away
0:33:37 > 0:33:39from the property and let Grace try and do her job.
0:33:39 > 0:33:42I say try, because she's come to try and establish
0:33:42 > 0:33:44what's going on in the house.
0:33:44 > 0:33:48The occupier of the house, the main tenant, is saying,
0:33:48 > 0:33:51we have rats, but no-one's helping us.
0:33:51 > 0:33:53Grace is saying, well,
0:33:53 > 0:33:56we need to get inside the property to be able to help.
0:33:56 > 0:33:59So, you have a main tenant who's not letting anybody go in.
0:33:59 > 0:34:02It kind of highlights the point that we were talking about.
0:34:02 > 0:34:03She's got no powers of entry, Grace.
0:34:03 > 0:34:06She's here by herself, dealing with a tenant
0:34:06 > 0:34:08that won't allow her entry to the property
0:34:08 > 0:34:10to work out what's going on.
0:34:10 > 0:34:13At this stage, it feels like stalemate.
0:34:13 > 0:34:15And if I'm honest with you,
0:34:15 > 0:34:19I'm not sure whether I would want Grace going into that house
0:34:19 > 0:34:24because the tenant is in a very high state of emotion.
0:34:26 > 0:34:29And so, OK, there's a discussion going on now,
0:34:29 > 0:34:31which feels like a bit more reasonable,
0:34:31 > 0:34:34with another member of the household.
0:34:34 > 0:34:36So I think if we keep the cameras away,
0:34:36 > 0:34:39I'll go and listen in and see what's happening.
0:34:39 > 0:34:41If I'm told to go away again, I will.
0:34:41 > 0:34:44Because I don't want to make Grace's job any more difficult.
0:34:44 > 0:34:48It's at times like this I'm reminded that housing officers often have to
0:34:48 > 0:34:50play the role of social worker,
0:34:50 > 0:34:53diplomat and investigator all at once.
0:34:53 > 0:34:55Grace has managed to calm the situation
0:34:55 > 0:34:57and learnt that due to the housing crisis,
0:34:57 > 0:35:00this tenant's extended family have had no luck in finding
0:35:00 > 0:35:04an affordable property in London, so they've moved in with her.
0:35:04 > 0:35:07There are now nine people living here.
0:35:07 > 0:35:09Not just a breach of tenancy rules,
0:35:09 > 0:35:12also a serious health and safety issue, too.
0:35:12 > 0:35:15With the situation now calming and the tenant agreeing to arrange
0:35:15 > 0:35:18an appointment with the Housing Association,
0:35:18 > 0:35:22it feels like this visit is ending on a much more positive note.
0:35:27 > 0:35:29It was really interesting, early on there,
0:35:29 > 0:35:33I felt the door just about to close. Do you know what I mean?
0:35:33 > 0:35:35But then you managed to pull it back by saying,
0:35:35 > 0:35:38you know, you're being totally honest with them, but saying,
0:35:38 > 0:35:41this is what I'm trying to achieve. That's in your benefit.
0:35:41 > 0:35:44That's my approach. You know, it works for some people,
0:35:44 > 0:35:45it doesn't work for everyone.
0:35:45 > 0:35:48I have found that by just being completely honest,
0:35:48 > 0:35:50right from the beginning,
0:35:50 > 0:35:52I win the trust quicker.
0:35:52 > 0:35:55And it helps me to help the tenants and that's what it comes down to.
0:35:55 > 0:35:58It's almost an impossible situation for you, because there you are,
0:35:58 > 0:36:00you're taking the responsibility and saying,
0:36:00 > 0:36:02I want to help you as much as possible, but the overcrowding,
0:36:02 > 0:36:06moving that family, gaining entry to that house,
0:36:06 > 0:36:07that's all out of your control.
0:36:07 > 0:36:10You actually can't do any of those things.
0:36:10 > 0:36:13I can't. But then that's why, for example, when they open the door,
0:36:13 > 0:36:16the tenant was being a little bit agitated and aggressive.
0:36:16 > 0:36:18But by standing my ground and reassuring her about
0:36:18 > 0:36:21why I was there and being very honest about what we'd been told
0:36:21 > 0:36:23and why I'd come today,
0:36:23 > 0:36:26I like to think I've now gained a little bit of trust there.
0:36:26 > 0:36:29So I will get into the property at some point further down the road.
0:36:29 > 0:36:33And that is where I can start to resolve those issues.
0:36:33 > 0:36:34- It's baby steps?- Yes.
0:36:34 > 0:36:36- Little by little. Get there. - Come on, then.
0:36:41 > 0:36:44Well, despite that visit, the resident failed to turn up
0:36:44 > 0:36:46for the appointment that Grace had arranged.
0:36:46 > 0:36:49Grace has since written to her twice to try and engage,
0:36:49 > 0:36:51but there's been no response.
0:36:51 > 0:36:54So, today the Housing Association has been unable to help further
0:36:54 > 0:36:57with the issue of overcrowding at this property.
0:36:57 > 0:37:01Overcrowding remains an issue for housing officers all across the UK,
0:37:01 > 0:37:03but if a resident doesn't respond,
0:37:03 > 0:37:06it remains incredibly difficult to tackle.
0:37:13 > 0:37:15If you're a social housing tenant,
0:37:15 > 0:37:18day-to-day upkeep of your property is your responsibility.
0:37:18 > 0:37:20But when it comes to things that require
0:37:20 > 0:37:23a little bit more than a screwdriver and a washer,
0:37:23 > 0:37:26that's where the council and Housing Association step in.
0:37:27 > 0:37:30Although most tenants might welcome the chance of their home
0:37:30 > 0:37:31to enjoy a spot of modernisation,
0:37:31 > 0:37:34for some residents change and upheaval can present
0:37:34 > 0:37:36plenty of worries, too.
0:37:36 > 0:37:40In Stroud, housing officer Elaine Booth and trainee Zoe Whitehead
0:37:40 > 0:37:42are off to visit a tenant with disabilities,
0:37:42 > 0:37:45whose kitchen is due for a refurb,
0:37:45 > 0:37:47but they're in need of a little reassurance first.
0:37:47 > 0:37:51The couple we're about to visit contacted me when they received
0:37:51 > 0:37:54a letter with a start date for their kitchen,
0:37:54 > 0:37:58quite concerned and anxious about the timescale it was going to take.
0:38:02 > 0:38:04Jan and husband Phil share this council bungalow,
0:38:04 > 0:38:06but after Jan suffered a stroke,
0:38:06 > 0:38:09the rest of her health deteriorated, too.
0:38:09 > 0:38:12All which means that the prospect of seeing their kitchen ripped out
0:38:12 > 0:38:14is a daunting one.
0:38:14 > 0:38:16I'm a coeliac. I'm a diabetic.
0:38:18 > 0:38:21So that's gluten, sugar,
0:38:21 > 0:38:25I've got two heart problems and so has my husband, so we have no salt.
0:38:25 > 0:38:28You know, and then we don't have fats, either.
0:38:28 > 0:38:31So we have a very complicated diet.
0:38:32 > 0:38:36In our minds we worry about it so much, you know.
0:38:36 > 0:38:37We both said we can't have it done.
0:38:37 > 0:38:39We really can't go through all this.
0:38:40 > 0:38:43Even though Jan's new kitchen will be designed to be
0:38:43 > 0:38:46more wheelchair-friendly, her fears still remain.
0:38:46 > 0:38:50So Zoe and Elaine have been doing their best to reassure her.
0:38:50 > 0:38:54It's not worth them getting, not upset, but worrying about it,
0:38:54 > 0:38:57having sleepless nights, which is what she was doing
0:38:57 > 0:38:59at one point before I went to speak to her.
0:39:00 > 0:39:02'I came round, had a chat with the tenant.'
0:39:02 > 0:39:05- Hello. You all right?- You OK?
0:39:05 > 0:39:08'Put her mind at rest, talked of solutions on what we can do'
0:39:08 > 0:39:10so they can still have their meals.
0:39:10 > 0:39:13And next week we're going to start the kitchen.
0:39:13 > 0:39:15Hiya. How are you?
0:39:15 > 0:39:16- Hello.- You all right?
0:39:16 > 0:39:17- Yes, thank you.- Good.
0:39:17 > 0:39:20- Good.- Nice to see you again.
0:39:20 > 0:39:23So, next week a new kitchen.
0:39:23 > 0:39:26- Yes, all systems go. - How are you feeling?
0:39:26 > 0:39:29Not as nervous as I was, to be quite honest,
0:39:29 > 0:39:32now that you've sorted a lot of it.
0:39:32 > 0:39:34Yeah. So, start Monday.
0:39:34 > 0:39:36Then obviously rip out.
0:39:36 > 0:39:39Electrics, kitchen fitted.
0:39:39 > 0:39:41Do appreciate it very much, you know,
0:39:41 > 0:39:42that you're going to try so hard
0:39:42 > 0:39:45- for us to get it back together again.- It'll be good.
0:39:45 > 0:39:47With Jan and Phil's restricted diet,
0:39:47 > 0:39:51preparing food might be a little bit difficult during the renovations,
0:39:51 > 0:39:53but it looks like they've got a plan.
0:39:53 > 0:39:55What about your meals - have you got all that sorted?
0:39:55 > 0:39:59Yes. Somebody's been kind enough to give us a little cooker,
0:39:59 > 0:40:03- rings and a stacking tower for vegetables.- Yeah.
0:40:03 > 0:40:07So Phil can still cook for me every day and in the evenings.
0:40:07 > 0:40:09It will be a big upheaval for you.
0:40:09 > 0:40:12- We are grateful to you. - You're welcome.
0:40:12 > 0:40:14Are there any details you want to show me,
0:40:14 > 0:40:18- so I can give it to the builders, or whatever.- I'll show you the pipes and then we'll...- Go for it.
0:40:18 > 0:40:21The upside of the disruption from this scheduled refit
0:40:21 > 0:40:24is that the council are also now able to make changes to the kitchen
0:40:24 > 0:40:28to better equip it for Jan and Phil's specific requirements.
0:40:28 > 0:40:33- So we're going to put in a wider door.- Yeah, so Jan can...
0:40:34 > 0:40:38The cooker's going to come over here because of the unit, Elaine.
0:40:38 > 0:40:42- Yes.- So, they're talking like moving that.
0:40:42 > 0:40:44That way because it's not right where it is.
0:40:44 > 0:40:47If there's a unit there, they'll tile all around there.
0:40:47 > 0:40:52Yeah, if we put worktop, we always tile wherever there's worktop.
0:40:52 > 0:40:56OK, so, plug socket in the tiles.
0:40:56 > 0:40:58Change can be scary.
0:40:58 > 0:41:01But it looks like Elaine and Zoe have managed to provide
0:41:01 > 0:41:04the right kind of support for Jan and Phil.
0:41:04 > 0:41:06Nobody looks forward to upheaval,
0:41:06 > 0:41:12but people have really taken us into consideration and listened to us,
0:41:12 > 0:41:15you know. I'm really going to try and help.
0:41:15 > 0:41:18- Thanks very much.- You're welcome. You're welcome.
0:41:18 > 0:41:21As I say, I'll pop in quite a bit next week as well.
0:41:21 > 0:41:23And I am on the phone. All right?
0:41:23 > 0:41:26Really appreciate what you've done for us.
0:41:26 > 0:41:30- You're smashing. You really are. Ain't she?- Yeah.- You take care.
0:41:30 > 0:41:32See you next week. Definitely see you Monday, anyway.
0:41:32 > 0:41:34- I'll just see you out. - All right? OK?
0:41:34 > 0:41:36- Bye-bye!- Goodbye.
0:41:37 > 0:41:39Bye!
0:41:39 > 0:41:41It now seems that both parties just can't wait
0:41:41 > 0:41:43for the kitchen to be finished.
0:41:44 > 0:41:46I'm going to pay her a little visit
0:41:46 > 0:41:49and we're going to have a nice cup of tea in her brand-new kitchen.
0:41:49 > 0:41:52My sister said, when it's all done, Jan,
0:41:52 > 0:41:55we'll have a kitchen-warming party,
0:41:55 > 0:41:59so I might get my brothers and sisters and the children
0:41:59 > 0:42:03and the grandchildren, you know, and a little yee-haa sort of thing.
0:42:05 > 0:42:06A big deal to her.
0:42:06 > 0:42:10A big deal. And to see happy tenants, that's the end goal.
0:42:16 > 0:42:18Well, after the council contractors got busy,
0:42:18 > 0:42:22I'm pleased to say that the kitchen is now complete.
0:42:22 > 0:42:25There's better wheelchair access and the new layout means the couple's
0:42:25 > 0:42:28strict dietary demands can be met more comfortably.
0:42:28 > 0:42:31Like Jan said, upheaval is never a pleasant experience,
0:42:31 > 0:42:34but I'm sure it all feels worth it in the end.
0:42:41 > 0:42:45Well, as we've just seen, being a housing officer means
0:42:45 > 0:42:48a daily dose of tough choices and difficult decisions.
0:42:48 > 0:42:52But it's all in a day's work for the men and women fighting
0:42:52 > 0:42:55to ensure we can enjoy a safe place to call home.
0:42:55 > 0:42:58That's it for today. But join me again next time,
0:42:58 > 0:43:01when I'll be back on the front line with the housing enforcers.