0:00:02 > 0:00:04It's difficult to imagine calling this a home.
0:00:04 > 0:00:06'Everyone deserves a safe place to live.'
0:00:06 > 0:00:08So that's a dead rat. DOG BARKS
0:00:08 > 0:00:11'But with rents rising and demand increasing,
0:00:11 > 0:00:15'it's getting harder and harder to find a secure place to call home.'
0:00:15 > 0:00:20You can actually see the floorboards of the bathroom there.
0:00:20 > 0:00:23- Clear evidence...- Clearly someone living down here.- Yep.
0:00:23 > 0:00:25'I'm Matt Allwright, and I'm back with the housing enforcers.'
0:00:25 > 0:00:27Someone nicked your wheelchair?
0:00:27 > 0:00:29'I'm on the front line with those fighting
0:00:29 > 0:00:31'for the right to decent housing...'
0:00:31 > 0:00:33The amount of mould is quite shocking.
0:00:33 > 0:00:36The happiest residents of this property are the rats.
0:00:36 > 0:00:38'..as local councils and housing associations
0:00:38 > 0:00:40'battle problem properties in slum conditions...'
0:00:41 > 0:00:44It's just a scene of Dickensian misery.
0:00:44 > 0:00:47It absolutely pen-and-inks.
0:00:47 > 0:00:48'..as they deal with dodgy landlords...'
0:00:48 > 0:00:51- Whoa, whoa, whoa!- Calm down!
0:00:51 > 0:00:52'..nightmare neighbours...'
0:00:52 > 0:00:54There's a good chance that people will be getting evicted.
0:00:54 > 0:00:56'..and everything in between...'
0:00:56 > 0:00:57It does feel like we are close to
0:00:57 > 0:00:59the bottom of the housing ladder here.
0:00:59 > 0:01:03'..to help those in need of a happy and healthy home.'
0:01:03 > 0:01:07If there's something strange in the neighbourhood, who you gonna call?
0:01:11 > 0:01:16'Today - we discover a property in a truly appalling condition...'
0:01:16 > 0:01:19As you can imagine, the smell in here is very strong.
0:01:19 > 0:01:22As soon as we opened the door, there were flies everywhere.
0:01:22 > 0:01:26'..there's a shock in store for the housing team in Stroud...'
0:01:26 > 0:01:28Oh...
0:01:28 > 0:01:31OK. OK...
0:01:31 > 0:01:34'..and a neighbour dispute threatens to spiral out of control.'
0:01:34 > 0:01:36You wouldn't want them evicted, would you?
0:01:36 > 0:01:38Would you want either side evicted?
0:01:42 > 0:01:44It used to be so straightforward.
0:01:44 > 0:01:48You leave education, you get yourself a job
0:01:48 > 0:01:51and then settle down, once you've found a house or flat.
0:01:51 > 0:01:54And even though a "happily ever after" wasn't guaranteed,
0:01:54 > 0:01:56you could usually depend on getting
0:01:56 > 0:01:59an affordable and safe place to live.
0:01:59 > 0:02:02Well, it's no secret that thanks to the housing crisis,
0:02:02 > 0:02:04today, things are a bit more complicated.
0:02:04 > 0:02:07But there are men and women across the UK
0:02:07 > 0:02:10whose job it is to ensure that everyone has the opportunity
0:02:10 > 0:02:12to enjoy a safe roof over their heads.
0:02:12 > 0:02:15Every day, they're out fighting for your rights.
0:02:15 > 0:02:17They are... the housing enforcers.
0:02:18 > 0:02:22The role of a housing officer isn't all about bricks and mortar.
0:02:22 > 0:02:26Often the challenge is to help deal with the more human side of housing,
0:02:26 > 0:02:30where a tenant might need some extra assistance to enjoy their home.
0:02:30 > 0:02:32Here in Surrey,
0:02:32 > 0:02:34Hyde Housing Association officer Laura Bond
0:02:34 > 0:02:35has been working with a tenant
0:02:35 > 0:02:37who's been struggling
0:02:37 > 0:02:39to come to terms with a destructive problem.
0:02:39 > 0:02:41It's threatening not just to damage HIS home,
0:02:41 > 0:02:43but those of his neighbours too.
0:02:43 > 0:02:45So what is the problem with this property?
0:02:45 > 0:02:51It's just absolutely full of stuff, and rubbish.
0:02:51 > 0:02:56General belongings, rubbish, he can't cook in the property...
0:02:56 > 0:03:01so it's a concern for his general welfare, his mental health,
0:03:01 > 0:03:02and also his safety.
0:03:02 > 0:03:06Laura's been engaged in a long-running dialogue
0:03:06 > 0:03:08with the tenant, but today, she seems confident
0:03:08 > 0:03:10there's been a major breakthrough.
0:03:10 > 0:03:14I tried to get in touch with the resident, and he's initially said, "No, I'm not going to let you in",
0:03:14 > 0:03:17and was quite strong about that.
0:03:17 > 0:03:21Eventually let us in, got there, and he was actually really nice,
0:03:21 > 0:03:25really nice gentleman, but obviously had got himself in a situation
0:03:25 > 0:03:27where he didn't know what to do about it.
0:03:27 > 0:03:30- But then you guys can step in and offer some help?- Yes.
0:03:30 > 0:03:34You really have to admire how hard Laura's worked
0:03:34 > 0:03:36to get to this point with the tenant.
0:03:36 > 0:03:39I'm hoping we're going to get the result we need today.
0:03:41 > 0:03:43What do you think when you go into a house...?
0:03:43 > 0:03:45Obviously, you've got your professional head on about how to
0:03:45 > 0:03:48resolve the problem, but it's actually not
0:03:48 > 0:03:51just a practical problem, is it?
0:03:51 > 0:03:54You're dealing with somebody's...erm...
0:03:54 > 0:03:57..kind of image of themselves.
0:03:57 > 0:03:59- Yeah.- How do you approach that?
0:03:59 > 0:04:02You just have to be considerate, really,
0:04:02 > 0:04:06sort of take everything into account, how you're going to talk about things to the resident,
0:04:06 > 0:04:09what the condition of the property is like...
0:04:09 > 0:04:12You're thinking about everything when you go and do a visit.
0:04:12 > 0:04:15It sounds like with this chap, though, he's...
0:04:15 > 0:04:16You're a bit of a step ahead,
0:04:16 > 0:04:19- because he appreciates that there is a problem.- Yes.
0:04:21 > 0:04:25The property's only small, but as soon as we arrive,
0:04:25 > 0:04:27the scale of the problem becomes clear.
0:04:31 > 0:04:35With what looks like years of refuse piled high, almost to the roof,
0:04:35 > 0:04:37I can barely even squeeze through the door.
0:04:46 > 0:04:47So we've got a...
0:04:47 > 0:04:49I think a one-bedroom flat.
0:04:49 > 0:04:52Bathroom here...
0:04:52 > 0:04:55uh, we've got a living room there,
0:04:55 > 0:04:57and it might even be...
0:04:57 > 0:05:02a bedsit. I think that might be living room and a bedroom there.
0:05:02 > 0:05:04The living room is absolutely chock-a-block...
0:05:04 > 0:05:05Have a look at that.
0:05:09 > 0:05:12We're right up, almost to the ceiling.
0:05:18 > 0:05:21As you can imagine, the smell in here is very strong.
0:05:21 > 0:05:24As soon as we opened the door, there were flies everywhere.
0:05:24 > 0:05:25This is...
0:05:25 > 0:05:29This is, erm...pretty extreme.
0:05:29 > 0:05:33It's hard to believe someone is still able to live in here.
0:05:33 > 0:05:36I also have to wonder what it must be like
0:05:36 > 0:05:37for the neighbouring residents -
0:05:37 > 0:05:40Laura has a responsibility for their wellbeing too,
0:05:40 > 0:05:43but I'm not sure where she's going to start.
0:05:43 > 0:05:45There's no floor space here at all.
0:05:46 > 0:05:47They're just full of...
0:05:49 > 0:05:52Well, stuff, clothes and...
0:05:52 > 0:05:56bottles, cans. Everything.
0:05:56 > 0:05:59From a life that just...
0:05:59 > 0:06:01accumulated, obviously over some time.
0:06:01 > 0:06:04Everywhere there is evidence of someone
0:06:04 > 0:06:06trying to lead some kind of life here,
0:06:06 > 0:06:08but I can't get my head around the day-to-day reality
0:06:08 > 0:06:10of what it must be like.
0:06:12 > 0:06:15It's difficult to imagine calling this a home,
0:06:15 > 0:06:16coming back to this place.
0:06:16 > 0:06:19I mean, there's no space here...
0:06:20 > 0:06:23I can't see a space to sleep.
0:06:23 > 0:06:26I think there's possibly a bed over the other side
0:06:26 > 0:06:28of this hill of debris,
0:06:28 > 0:06:31maybe a space to sleep there.
0:06:31 > 0:06:34I know the first time that you come into a place like this,
0:06:34 > 0:06:40it's really staggering, upsetting, disturbing, and, you know,
0:06:40 > 0:06:44it just makes you think, there ARE people...
0:06:44 > 0:06:47like the tenant here, who are living this way, full-time,
0:06:47 > 0:06:52who maybe we don't know about, whose homes are going to stay like this.
0:06:55 > 0:06:57I think we have to...
0:07:00 > 0:07:04Later, I get the chance to hear first-hand from the tenant
0:07:04 > 0:07:07how things got this bad.
0:07:07 > 0:07:10I'm absolutely disgusted with myself for the way it's in.
0:07:10 > 0:07:14But it got to the stage whereby there was too much there
0:07:14 > 0:07:15for me to cope with.
0:07:15 > 0:07:19If Laura hadn't been so persistent, nobody would've known, even now.
0:07:25 > 0:07:26Meanwhile, in Stroud,
0:07:26 > 0:07:28council housing offices Elaine and Zoe
0:07:28 > 0:07:30are heading to a recently vacated property
0:07:30 > 0:07:32on the outskirts of town.
0:07:34 > 0:07:38The tenant has downsized to one of our new builds,
0:07:38 > 0:07:40so we're going there to take a look,
0:07:40 > 0:07:44to see what work needs doing before we can re-let it.
0:07:44 > 0:07:46Elaine and Zoe are being joined by contractor Mark
0:07:46 > 0:07:49to evaluate the property, as they are aware
0:07:49 > 0:07:51it may be in need of a little sprucing up
0:07:51 > 0:07:54before it's handed over to a new family.
0:07:54 > 0:07:56- Is this a three-bed property? - Three-bed property.
0:07:56 > 0:07:58- We'll have a look when we get inside.- Yep.
0:07:58 > 0:08:01The previous tenants had refused the council's attempts to modernise
0:08:01 > 0:08:04the house in the past, so they're not expecting it
0:08:04 > 0:08:06to be in pristine condition.
0:08:09 > 0:08:12Ooh... OK.
0:08:12 > 0:08:14But they weren't expecting this.
0:08:15 > 0:08:18Yeah, the walls are in a bit of a...
0:08:18 > 0:08:20Probably the damp.
0:08:20 > 0:08:23That's not wallpapered, that wall, is it?
0:08:23 > 0:08:25That's like a lining.
0:08:25 > 0:08:29You do wonder how the tenants managed to live like this.
0:08:29 > 0:08:32That would be the only form of heating for the front room,
0:08:32 > 0:08:33apart from the radiator.
0:08:33 > 0:08:36This is what causes all this mould.
0:08:36 > 0:08:38- I think it's... - No, that's the old...
0:08:38 > 0:08:42oilcloth. The old oilcloth flooring.
0:08:45 > 0:08:48- It's in a quite bad state of repair.- Yeah.
0:08:48 > 0:08:51It could do with, obviously, modernisation.
0:08:54 > 0:08:56Ooh... Wow.
0:08:56 > 0:08:58Wow-wow.
0:08:59 > 0:09:00It's a coal bunker!
0:09:00 > 0:09:02- SHE LAUGHS - Old coal bunker, yeah.
0:09:02 > 0:09:07It's unusual for us to find a tenanted property in this condition.
0:09:07 > 0:09:09It is a rarity.
0:09:09 > 0:09:11There's a number of factors as to
0:09:11 > 0:09:13why it's been allowed to get to this...
0:09:13 > 0:09:17Sometimes, when you get properties in a bad state,
0:09:17 > 0:09:20I think they're more embarrassed to let the council in.
0:09:20 > 0:09:22Yeah. It's just embarrassment of allowing people
0:09:22 > 0:09:24through the front door.
0:09:24 > 0:09:27The team can only guess at why the previous tenants
0:09:27 > 0:09:31wouldn't allow the council to help improve these conditions.
0:09:32 > 0:09:36- Just watch the carpet here.- OK.
0:09:36 > 0:09:39But it must have been difficult to wake up to this scene, upstairs,
0:09:39 > 0:09:41where the mould has run riot.
0:09:41 > 0:09:42I would suggest looking at it.
0:09:42 > 0:09:46You scrape back any loose paint and then fine-fill this wall.
0:09:46 > 0:09:47Yeah, definitely fine-fill.
0:09:48 > 0:09:51Obviously you're getting mould through here -
0:09:51 > 0:09:54you treat all this, kill all the mould off,
0:09:54 > 0:09:56and then fine-fill the walls.
0:10:00 > 0:10:01Wow.
0:10:01 > 0:10:04The next room, while not used as a bedroom,
0:10:04 > 0:10:08would certainly not have been much fun to spend time in either.
0:10:08 > 0:10:10This is ply,
0:10:10 > 0:10:15- and as you can see, there's been damage, but...- No insulation. - ..there's no insulation.
0:10:15 > 0:10:18Yeah, No insulation at all, which is creating the cold spot,
0:10:18 > 0:10:22- and this is what is actually causing...- Yep.
0:10:22 > 0:10:25And then you get... The condensation you can see
0:10:25 > 0:10:27- has been running all down the wall.- OK.
0:10:29 > 0:10:32The damp has spread from floor to ceiling.
0:10:33 > 0:10:36This one's the worst that I've seen.
0:10:37 > 0:10:42Definitely. The amount of mould is quite shocking, actually.
0:10:48 > 0:10:51This makes the other bedroom look OK, doesn't it?
0:10:51 > 0:10:53- In comparison.- Probably the lady was embarrassed
0:10:53 > 0:10:57to have anybody come into the room to do any work in here.
0:10:57 > 0:11:00Not from the point of the council not wanting to do the work,
0:11:00 > 0:11:05it's just that they're not allowed to get into these properties to DO the work.
0:11:05 > 0:11:08And the work needed is an easy fix, really.
0:11:08 > 0:11:11- Yes, it is.- It's an easy fix.
0:11:12 > 0:11:17The problems with the damp continue in the bathroom.
0:11:17 > 0:11:20Obviously the ceiling has been papered, which is not good,
0:11:20 > 0:11:23and the bathroom... There's no extractor fan,
0:11:23 > 0:11:28so you've got the condensation going up into the ceiling.
0:11:28 > 0:11:31- Complete new suite? - Yeah, put a new bathroom suite in.
0:11:32 > 0:11:34The council have a huge job on their hands
0:11:34 > 0:11:38if they're going to get this property into a liveable condition for the new tenants.
0:11:39 > 0:11:44Some properties you can spend 5,000. Some are just decoration,
0:11:44 > 0:11:46some are just a coat of paint,
0:11:46 > 0:11:49because they're that good and they've had improvements over time,
0:11:49 > 0:11:51that it's just a coat of paint.
0:11:51 > 0:11:54But others, you might need to spend...
0:11:54 > 0:11:5820,000 to get it up to a lettable standard.
0:11:59 > 0:12:01I would say, looking at this property now,
0:12:01 > 0:12:05it's going to be around about the £15,000 mark.
0:12:05 > 0:12:07But despite the challenge ahead, Elaine is staying positive.
0:12:09 > 0:12:13We've got the golden opportunity here, because it's empty,
0:12:13 > 0:12:16to do it once. And so we don't want it to be tenanted
0:12:16 > 0:12:19and then we come in and put in a new heating system in,
0:12:19 > 0:12:21put a new bathroom...
0:12:21 > 0:12:25Less disruption to the tenants, the better, so...
0:12:25 > 0:12:28Yeah. If you can do it at this stage, it's better. One-stop shop.
0:12:30 > 0:12:33We'll work our magic, and it will be a lovely family home
0:12:33 > 0:12:36or somebody. It's like a forever home.
0:12:38 > 0:12:40We'll find out later if Elaine and the team
0:12:40 > 0:12:43have managed to turn the property around.
0:12:43 > 0:12:45Nice, eh?
0:12:50 > 0:12:53Earlier, in Surrey, I visited a housing association flat
0:12:53 > 0:12:57that was rammed to the rafters with rubbish.
0:12:58 > 0:13:01As you can imagine, the smell in here is very strong.
0:13:01 > 0:13:04As soon as we opened the door, there were flies everywhere.
0:13:04 > 0:13:05This is...
0:13:07 > 0:13:09I can't see a space to sleep.
0:13:10 > 0:13:11I was left wondering how the tenant
0:13:11 > 0:13:14was able to function on a daily basis
0:13:14 > 0:13:16with his place in this condition.
0:13:16 > 0:13:18Although he's asked not to be identified,
0:13:18 > 0:13:20he has agreed to talk to me about his situation,
0:13:20 > 0:13:23and his relationship with the housing association
0:13:23 > 0:13:25that's been trying to offer a way out.
0:13:26 > 0:13:29Tell me a bit about how you came to be in this part of the world.
0:13:29 > 0:13:32Right, erm...
0:13:32 > 0:13:33I used to work on an estate.
0:13:33 > 0:13:36- As a maintenance worker?- Yeah.
0:13:36 > 0:13:40And I had an accident which damaged my shoulder.
0:13:40 > 0:13:46The person I worked for basically said, you know...
0:13:46 > 0:13:50"If you're not working for me, you can't live here any more"
0:13:50 > 0:13:53and then when that stopped, I had a bit of scrabbling around,
0:13:53 > 0:13:55trying to find somewhere to live,
0:13:55 > 0:13:59- and I just fell into a total depression.- Yeah.
0:13:59 > 0:14:04This flat came up, eventually had the operation on my shoulder,
0:14:04 > 0:14:08at which point I couldn't lift anything for two or three months,
0:14:08 > 0:14:11and that's really when it started to get into that state.
0:14:11 > 0:14:13There are people there that could have helped you.
0:14:13 > 0:14:16- I know.- The housing association... - I know, I didn't...
0:14:16 > 0:14:19Too embarrassed to ask them.
0:14:19 > 0:14:21Yeah. Is there a degree of fear there?
0:14:21 > 0:14:25Yeah. A degree of fear, of...
0:14:25 > 0:14:28the housing association finding out about it.
0:14:28 > 0:14:32If Laura hadn't been so persistent, nobody would have known, even now.
0:14:32 > 0:14:36I'm absolutely disgusted with myself at the way it's in,
0:14:36 > 0:14:41but it got to the stage whereby it was...
0:14:41 > 0:14:44just too much there for me to cope with.
0:14:44 > 0:14:47It's a sobering illustration of just how quickly a person's life
0:14:47 > 0:14:49CAN spiral out of control,
0:14:49 > 0:14:52but in some ways, this tenant has been lucky.
0:14:52 > 0:14:56Laura, Hyde's housing officer, wasn't prepared to give up on him -
0:14:56 > 0:14:58no matter how difficult life became.
0:14:59 > 0:15:03How do things work in the flat? Because I was trying to...
0:15:03 > 0:15:08Yeah. I just literally go in, crash on the bed.
0:15:08 > 0:15:10So I've got the telly round there, and...
0:15:10 > 0:15:13computer and everything in there, so...
0:15:13 > 0:15:17- So as I walk in, it goes up into a kind of a hill...- Yeah.
0:15:17 > 0:15:19..and the other side of that...
0:15:19 > 0:15:24- No, round the corner is my bed and the telly and that.- Yeah.- So...
0:15:24 > 0:15:27- And that's gradually built up over time?- Yep.
0:15:27 > 0:15:31And how long a process has it been, would you say, since...?
0:15:31 > 0:15:33Er...
0:15:33 > 0:15:35- eight years.- Eight years?- Yeah.
0:15:35 > 0:15:38- So that build-up is eight years of life all around you?- Yep.
0:15:40 > 0:15:44Eight years is certainly a long time to remain lost in your own flat.
0:15:44 > 0:15:47Especially while the world around you is collapsing.
0:15:48 > 0:15:50When you were working, er...
0:15:50 > 0:15:53what did the work give you?
0:15:53 > 0:15:57Obviously you get a wage, but there's a lot more to your work than that.
0:15:57 > 0:16:00It gave me self-respect,
0:16:00 > 0:16:02the ability to look people in the eye...
0:16:02 > 0:16:04What's it like when that's gone, then?
0:16:04 > 0:16:08How do you find a place... You know, how do you fill the gap where work was?
0:16:08 > 0:16:09INTERVIEWEE SIGHS
0:16:09 > 0:16:14It's a void. If it weren't for a couple of good close friends,
0:16:14 > 0:16:18I'd probably just be sat indoors all day, just drinking.
0:16:18 > 0:16:22Cos I can see it would be so easy to slip into that.
0:16:22 > 0:16:27- Yeah.- But that's the final step that I won't let myself take.
0:16:27 > 0:16:31- So, it's a circle that's gone on and on.- Yeah.
0:16:32 > 0:16:36Erm... Now it's been broken.
0:16:36 > 0:16:40- Do you feel that this is the point...- Yes. Yeah.
0:16:40 > 0:16:42..that you CAN do something about it?
0:16:42 > 0:16:45Yes, this is the point where we can start to get it sorted.
0:16:45 > 0:16:48I'm really happy that there's a point now
0:16:48 > 0:16:51where things can change for you. And er...
0:16:51 > 0:16:53you know, I hope it works out.
0:16:54 > 0:16:56Now the tenant has acknowledged there IS a problem
0:16:56 > 0:16:59and is willing to let Laura and the team from Hyde help,
0:16:59 > 0:17:03there's a really good chance of getting him and the property back on track.
0:17:05 > 0:17:08So our gentleman there was very honest and open with us,
0:17:08 > 0:17:12and it seems that it was just a series of unlucky things
0:17:12 > 0:17:16that happened in his life that led to this point.
0:17:16 > 0:17:18Yeah, I think with most people
0:17:18 > 0:17:22that have got themselves into a situation where they need our help,
0:17:22 > 0:17:25there's often going to be a catalyst, whether that's
0:17:25 > 0:17:29losing a job, going through a bereavement, losing a loved one,
0:17:29 > 0:17:32or an illness that's put them on the downward slope.
0:17:32 > 0:17:34We are working closely with him,
0:17:34 > 0:17:37I'm speaking to him on a weekly basis if not more,
0:17:37 > 0:17:40and we will reach a resolution in the upcoming weeks.
0:17:40 > 0:17:43Well, later on there IS a resolution,
0:17:43 > 0:17:45and one that knocks Laura for six.
0:17:45 > 0:17:47- Hi.- Hello.- How are you?
0:17:47 > 0:17:49Amazing.
0:17:49 > 0:17:52Defending our right to a safe place to live is the job
0:17:52 > 0:17:55of housing officers right across the UK.
0:17:55 > 0:17:57- You can smell that rubbish still, can't you?- Yep.- From here.
0:17:57 > 0:18:01It's like a red rag to a bull, isn't it, doing something like that.
0:18:01 > 0:18:04'I'm working alongside the men and women that do exactly that.'
0:18:04 > 0:18:07There's a window open there, as well.
0:18:07 > 0:18:10That's not so bad. Seen worse.
0:18:10 > 0:18:13'Hitting the streets, finding out what's happening on the front line...'
0:18:13 > 0:18:16The smell round here is... is really strong.
0:18:16 > 0:18:18'..as we make sure
0:18:18 > 0:18:20'a house is a fit place to call a home.'
0:18:20 > 0:18:24- Oh, so you've got a choice. - Yeah. A tomahawk of some sort.
0:18:24 > 0:18:28The tomahawk...or the bayonet.
0:18:28 > 0:18:31So that's a parting shot, basically, is it, from the tenant?
0:18:35 > 0:18:37Anti-social behaviour -
0:18:37 > 0:18:39three little words that CAN mean
0:18:39 > 0:18:43a whole lot of trouble for both tenants and housing officers.
0:18:43 > 0:18:46For tenants, it's no fun living next door to noisy neighbours,
0:18:46 > 0:18:49overgrown gardens, or having a collection of refuse
0:18:49 > 0:18:51dumped unceremoniously on your doorstep.
0:18:51 > 0:18:55And for the housing officer, well,
0:18:55 > 0:18:59tackling anti-social behaviour can mean having to play the role
0:18:59 > 0:19:04of policeman, diplomat and counsellor all rolled into one.
0:19:04 > 0:19:07And today, in Suffolk,
0:19:07 > 0:19:10the role of peacekeeper and enforcer lands in the hopefully capable hands
0:19:10 > 0:19:12of Andrew Weavers.
0:19:12 > 0:19:13He's on the way to a property that,
0:19:13 > 0:19:16despite its picturesque surroundings,
0:19:16 > 0:19:19is causing some dark clouds for its neighbours.
0:19:20 > 0:19:24The plan for today is that I'm going to go and have a chat to a family
0:19:24 > 0:19:26about anti-social behaviour.
0:19:26 > 0:19:28Because there's so many complainants,
0:19:28 > 0:19:34I've more or less formalised it by sending out a tenancy warning.
0:19:34 > 0:19:38And now I'm just going to go and have a little chat
0:19:38 > 0:19:40about the behaviour of the whole family.
0:19:42 > 0:19:45It's only fair that we go and give them a chance
0:19:45 > 0:19:48to tell us what's going on themselves.
0:19:48 > 0:19:50So we want sort of a clear balance.
0:19:50 > 0:19:53Andrew believes the problems are severe enough to warrant
0:19:53 > 0:19:56sending out a warning letter to Alison and her family,
0:19:56 > 0:19:58who live at the property in question.
0:19:58 > 0:20:01This means the council are taking the allegations very seriously,
0:20:01 > 0:20:04and could mean they end up facing eviction.
0:20:04 > 0:20:07The main complaints against Alison have come from the next-door property.
0:20:07 > 0:20:10- Hey.- Hi, you all right?
0:20:10 > 0:20:12- Yeah, you?- Yeah, not bad.
0:20:13 > 0:20:15Neighbour dispute. We've got a few...
0:20:15 > 0:20:17That neighbour doesn't like me.
0:20:17 > 0:20:19- She doesn't like you.- She hates me.
0:20:19 > 0:20:21- OK. Why does she hate you? - I don't know.
0:20:21 > 0:20:24- I do like her... - Yeah.- ..but she don't like me.
0:20:24 > 0:20:28The thing is, that the allegations that have been made could be seen as serious.
0:20:28 > 0:20:31So this is your chance to tell me what is really happening.
0:20:31 > 0:20:33But you haven't got anything to worry about from me
0:20:33 > 0:20:35- if you're not doing anything wrong.- No.
0:20:35 > 0:20:37- So I just want to reassure you. - Well, I can't lose my house.- Yeah.
0:20:37 > 0:20:41Cos I've got my kids here, and... Oh, I can't be doing with that.
0:20:41 > 0:20:43- You obviously like living here, do you?- I love it.
0:20:43 > 0:20:47Alison might enjoy being part of this peaceful community
0:20:47 > 0:20:50but at the moment, that feeling isn't shared by her neighbours -
0:20:50 > 0:20:54especially after the most recent incident of anti-social behaviour.
0:20:54 > 0:20:56There was an arrest here,
0:20:56 > 0:20:59and the police told me that there was so many police vehicles out,
0:20:59 > 0:21:01and there was a bit of fighting in the street.
0:21:01 > 0:21:03There was a lot of drunken behaviour...
0:21:03 > 0:21:06- I don't know, cos I sat in here, I kept out of it. - You didn't see it all?
0:21:06 > 0:21:09Alison says it's visitors to her property, and not the residents,
0:21:09 > 0:21:13that are causing the problems, but, as part of her tenancy agreement,
0:21:13 > 0:21:16that doesn't let her off the hook.
0:21:16 > 0:21:18The thing is with this, you're responsible
0:21:18 > 0:21:22for anyone living in your property, or visiting.
0:21:22 > 0:21:24Do you have any loud music playing out here?
0:21:24 > 0:21:27- Used to, but I've stopped the music. - Not any more? Good.
0:21:27 > 0:21:30So, as long as there's no-one drunk or being aggressive.
0:21:30 > 0:21:33I've stopped all of them drinking in here as well.
0:21:33 > 0:21:34You've stopped them drinking? Excellent.
0:21:34 > 0:21:36No drink in this house.
0:21:36 > 0:21:39So I'm going to tie that in with mini motorbikes...
0:21:39 > 0:21:41- They're all gone.- Have they? Oh! - The quads are gone.
0:21:41 > 0:21:44The quads are gone, the mini motors are gone.
0:21:44 > 0:21:46- You've made my day, you've made my day.- They're gone.
0:21:47 > 0:21:49Along with the anti-social complaints,
0:21:49 > 0:21:53there's also been allegations Alison has made changes to the property
0:21:53 > 0:21:55without permission from the council.
0:21:55 > 0:21:57- So this is one shed, yeah?- Yeah.
0:21:57 > 0:22:00And obviously this one at the bottom here.
0:22:00 > 0:22:02I can't see any problem. I think you'll get permission.
0:22:02 > 0:22:06It's just nice for you to have it in writing that you've got it.
0:22:06 > 0:22:08Andrew might be satisfied with the sheds,
0:22:08 > 0:22:10but he's less happy about the new edition of the gate.
0:22:12 > 0:22:15To me, that would be a way for the mini motorbikes to get in and out.
0:22:15 > 0:22:19- Yeah, it was.- It was? I thought so. You can't get much past me!
0:22:20 > 0:22:24Andrew's given strict instructions for the fence to be reinstated,
0:22:24 > 0:22:28and for Alison to build on her new rules for friends and family.
0:22:28 > 0:22:31Seems to me it's your visitors are causing the problems,
0:22:31 > 0:22:33and that will impact on you
0:22:33 > 0:22:36because you'll be the one that is responsible for their behaviour.
0:22:36 > 0:22:39- I can't lose my house. - No.- I've told 'em.
0:22:39 > 0:22:42But what we've got to do is we've got to stop the complaints.
0:22:42 > 0:22:45Alison appears to be making an effort to address the problems,
0:22:45 > 0:22:48which hopefully will come as a relief to neighbour Mrs Stannard,
0:22:48 > 0:22:50who's had to endure the worst of it.
0:22:50 > 0:22:52KNOCK AT DOOR
0:22:52 > 0:22:55- Hello.- Hello, Andrew.- All right? Can I come in?- Yes.
0:22:55 > 0:22:57Give you an update? Thank you.
0:22:57 > 0:23:01What we've done is we've written to your neighbour.
0:23:01 > 0:23:04More or less like a tenancy warning.
0:23:04 > 0:23:08Now, I'm hoping the visit I've done will help quieten things down.
0:23:08 > 0:23:11Now, she tells me she's going to have a word with
0:23:11 > 0:23:13any youngsters that visit.
0:23:13 > 0:23:16There's a no-drinking policy in the house at the moment.
0:23:16 > 0:23:19- There's no more mini motorbikes, they're gone.- Yeah. Oh, that's good.
0:23:19 > 0:23:22Right? So I think we've dealt with it.
0:23:22 > 0:23:23Yeah. You sound as if you have.
0:23:23 > 0:23:26With the battle of anti-social behaviour in hand,
0:23:26 > 0:23:30Andrew's now hoping he can help build a lasting peace.
0:23:30 > 0:23:33The first thing that strikes me is the lady next door,
0:23:33 > 0:23:36she feels it's a shame that you can't talk.
0:23:36 > 0:23:37I ain't stopped talking to her!
0:23:37 > 0:23:40- No.- I just ain't seen her.
0:23:40 > 0:23:43- Well, maybe... - But I'm not having her round here.
0:23:43 > 0:23:46- No?- I mean, I'll tell you right straight.
0:23:46 > 0:23:50Well, no. But it would be nice to be able to talk, wouldn't it?
0:23:50 > 0:23:52I never have stopped talking.
0:23:52 > 0:23:54We can do something called shuttle mediation.
0:23:54 > 0:23:56Which is when someone independent, someone really nice,
0:23:56 > 0:23:59- that deals...specifically deals with these sort of things...- Yeah.
0:23:59 > 0:24:01- ..if you want it. - No, I don't want that.
0:24:01 > 0:24:04There are clearly a few more bridges left to build,
0:24:04 > 0:24:06but at least Mrs Stannard CAN now look forward
0:24:06 > 0:24:08to some well-deserved peace.
0:24:08 > 0:24:11If it's all still quiet in about three or four weeks' time,
0:24:11 > 0:24:15I'll just file that away for the time being and see what happens.
0:24:15 > 0:24:18If you need to ring me, you're more than welcome,
0:24:18 > 0:24:20if you can catch hold of me.
0:24:20 > 0:24:22I know. When you get somebody else to answer that phone
0:24:22 > 0:24:25- and they say, "He's not here"... - That's right. I do that.
0:24:25 > 0:24:27Yeah, I know! I say, "You tell him to ring me.
0:24:27 > 0:24:31"I'm going to ring him again," and I do.
0:24:31 > 0:24:33I ain't going to let you rest, Andrew.
0:24:33 > 0:24:35I can't hide, can I?
0:24:35 > 0:24:38OK. I'm going to leave you to it.
0:24:38 > 0:24:39- All right, Andrew.- All right?
0:24:39 > 0:24:41Cool beans. Lovely job.
0:24:42 > 0:24:45Andrew has demonstrated all the diplomatic skills required
0:24:45 > 0:24:47for the role of a housing officer.
0:24:49 > 0:24:52The neighbour's taken on board what we've said,
0:24:52 > 0:24:54and I'm hoping that it'll all go quiet now.
0:24:54 > 0:24:58So er...hopefully Mrs Stannard will be pleased.
0:24:58 > 0:25:01But who am I to judge, you know?
0:25:01 > 0:25:03I've been to places where
0:25:03 > 0:25:05they've kicked off after about half an hour after I've been out there
0:25:05 > 0:25:09so...I've got everything crossed it'll work quite well.
0:25:14 > 0:25:16Later on, I catch up with Andrew,
0:25:16 > 0:25:18and suffice to say, things have changed
0:25:18 > 0:25:21and yet somehow remained the same.
0:25:21 > 0:25:24- You didn't call the police, did you? - No, Mrs Stannard... - Mrs Stannard did. Yeah?
0:25:24 > 0:25:26You wouldn't want them evicted, would you?
0:25:26 > 0:25:28Would you want either side evicting?
0:25:33 > 0:25:36Back in Stroud, a recently vacated council property
0:25:36 > 0:25:39contained a few unwelcome surprises for housing officers Elaine and Zoe.
0:25:41 > 0:25:42Wow.
0:25:44 > 0:25:46This one's the worst that I've seen.
0:25:48 > 0:25:53Definitely. The amount of mould is quite shocking, actually.
0:25:53 > 0:25:55The tenants have now been re-homed,
0:25:55 > 0:25:57but they refused to allow the council the opportunity
0:25:57 > 0:26:00to modernise the place while they were still here.
0:26:00 > 0:26:03That's left Elaine and Zoe the rather large challenge
0:26:03 > 0:26:07of bringing the house up to standard for the next tenant.
0:26:07 > 0:26:10It wasn't long before the builders got to work.
0:26:10 > 0:26:13We don't actually see, you know, the prospective tenant coming in,
0:26:13 > 0:26:15but we always try and do the work
0:26:15 > 0:26:18as we'd want it done in our own homes.
0:26:18 > 0:26:20And the guys take a lot of pride in what they do.
0:26:23 > 0:26:26And, after plenty of elbow grease, with just the carpets to be fitted,
0:26:26 > 0:26:28Elaine and Zoe are back to see the finished product.
0:26:32 > 0:26:33Wow.
0:26:33 > 0:26:37Their first inspection revealed a lounge that was outdated and damp.
0:26:38 > 0:26:40A lot lighter in here.
0:26:40 > 0:26:43It's pretty amazing, really, isn't it?
0:26:43 > 0:26:47And there's one period feature the new tenants won't be faced with.
0:26:47 > 0:26:49So if you remember from our first visit
0:26:49 > 0:26:51there was a coal bunker here full of coal,
0:26:51 > 0:26:53even though there wasn't an open fire in the property.
0:26:53 > 0:26:56So we've removed that, plastered throughout,
0:26:56 > 0:27:00put the boiler out here because it's a better location, floored it,
0:27:00 > 0:27:05lovely area for...whatever, using it as a boot room...
0:27:08 > 0:27:10Upstairs, the damp and mould is gone.
0:27:11 > 0:27:13And this...
0:27:14 > 0:27:15It's better with these on.
0:27:16 > 0:27:19With the bedrooms all now fit for purpose...
0:27:19 > 0:27:22The mould was along there, all the way up there, on the roof...
0:27:22 > 0:27:25It's actually made the room look bigger.
0:27:25 > 0:27:27Mmm. It does look bigger.
0:27:27 > 0:27:29..there's a fresh new family bathroom too.
0:27:30 > 0:27:32That's better. That's really good.
0:27:32 > 0:27:34- It's amazing, isn't it?- Yeah.
0:27:34 > 0:27:38Unsurprisingly, it hasn't taken long for the property to be snapped up.
0:27:38 > 0:27:44It's been let to a young family who are signing up this afternoon,
0:27:44 > 0:27:47so they'll be getting the keys, who are over the moon with the property.
0:27:47 > 0:27:51They've been in, had a look round with the lettings officer,
0:27:51 > 0:27:55they've measured up for curtains and carpets and things like that.
0:27:55 > 0:27:57So they'll be getting the keys this afternoon
0:27:57 > 0:27:59and I believe they're having carpets fitted on Monday
0:27:59 > 0:28:02so they'll be moved in by next week.
0:28:02 > 0:28:05And there's just one thing missing from the brand-new modern kitchen...
0:28:09 > 0:28:13OK, so what we leave the tenants when they come in is a welcome pack
0:28:13 > 0:28:17and in it is just basics. So a kitchen roll, toilet roll...
0:28:19 > 0:28:23..cleaner, biscuits to have a cup of tea,
0:28:23 > 0:28:25a mug...
0:28:25 > 0:28:27with tea and coffee in there as well
0:28:27 > 0:28:29so that, you know, if they haven't got anything,
0:28:29 > 0:28:32have managed to go to the shops, at least they can get a cup of tea or something.
0:28:33 > 0:28:37The tenants that are moving in deserve this property.
0:28:37 > 0:28:39It's a young family...
0:28:39 > 0:28:43Ideal for them, they're going to be happy here, I think.
0:28:44 > 0:28:46Thanks to Elaine, Zoe and the team,
0:28:46 > 0:28:49the house is back to its best and ready for the next tenants.
0:28:55 > 0:28:58Earlier, I met a tenant in desperate need of some help.
0:28:58 > 0:29:01After problems in his personal life spiralled out of control,
0:29:01 > 0:29:03so did the condition of his flat.
0:29:04 > 0:29:07It's difficult to imagine calling this a home,
0:29:07 > 0:29:09coming back to this place.
0:29:09 > 0:29:11I mean, there isn't... There's no space here.
0:29:13 > 0:29:15I can't see a space to sleep.
0:29:15 > 0:29:18I think there's possibly a bed over the other side,
0:29:18 > 0:29:20over this hill of debris.
0:29:20 > 0:29:22There may be a space to sleep there.
0:29:23 > 0:29:25The tenant was clearly struggling,
0:29:25 > 0:29:28but housing officer Laura wasn't about to give up on him.
0:29:29 > 0:29:32Although initially hesitant about accepting help,
0:29:32 > 0:29:35Laura's worked with the tenant to find a solution
0:29:35 > 0:29:38to finally improve the property for both himself and his neighbours.
0:29:38 > 0:29:41We're going back to the resident,
0:29:41 > 0:29:44to see what the progress has been since we were last there.
0:29:44 > 0:29:47We booked the clearance to take place.
0:29:47 > 0:29:50They had skips delivered to the site,
0:29:50 > 0:29:53and then worked for two full days,
0:29:53 > 0:29:57and then went back on a third day to just do a few bits of finishing up,
0:29:58 > 0:30:02and the clean is currently under way.
0:30:02 > 0:30:04I'm looking forward to seeing the property today.
0:30:05 > 0:30:06Over the past few days,
0:30:06 > 0:30:08contract cleaners have been hard at work
0:30:08 > 0:30:10clearing the flat of all its debris.
0:30:10 > 0:30:12Now the skips have been filled,
0:30:12 > 0:30:15it's time for it to receive a VERY deep clean.
0:30:16 > 0:30:19And the tenant can't wait to show Laura his new home.
0:30:25 > 0:30:27- Hi.- Hello.- How are you?
0:30:27 > 0:30:29- All right.- Good.
0:30:29 > 0:30:31Wow, look at this.
0:30:37 > 0:30:38- Amazing.- Yeah.
0:30:40 > 0:30:42No wonder Laura's so surprised.
0:30:42 > 0:30:44The last time we were here, the hallway was so cluttered
0:30:44 > 0:30:47it was difficult to even open the front door.
0:30:47 > 0:30:49But now, thanks to the hard work of the contract cleaners,
0:30:49 > 0:30:52you can walk inside and actually see the rooms ahead of you.
0:30:52 > 0:30:55It's almost like looking at a totally different property.
0:30:58 > 0:31:00In the kitchen, where it looked impossible to prepare
0:31:00 > 0:31:02even the most basic of meals,
0:31:02 > 0:31:05the transformation is nothing short of amazing.
0:31:05 > 0:31:08The worktops and floors are completely cleared
0:31:08 > 0:31:10and now ready for action.
0:31:11 > 0:31:16The bathroom was also inaccessible, covered with grime and debris.
0:31:16 > 0:31:19And now - well, the change is clear for everyone to see.
0:31:21 > 0:31:23It's an amazing achievement for both the cleaners
0:31:23 > 0:31:26and the housing association to bring about such a change.
0:31:26 > 0:31:29But perhaps the biggest transformation is in the main room,
0:31:29 > 0:31:31which also served as the tenant's bedroom.
0:31:32 > 0:31:35Previously there was barely enough space to sleep
0:31:35 > 0:31:36amongst the mountains of rubbish.
0:31:36 > 0:31:40And you'd dread to think the effect it could have been having on his health.
0:31:40 > 0:31:43Now, the room is completely clear.
0:31:43 > 0:31:47Specialist contractor Jay has been in charge of this incredible transformation.
0:31:47 > 0:31:49But even for a seasoned professional,
0:31:49 > 0:31:53wiping away eight years of grime is no easy task.
0:31:53 > 0:31:55Can go in places, and it's a quick wipe down,
0:31:55 > 0:31:58quick wipe here and there...
0:31:58 > 0:32:01but this is everywhere.
0:32:01 > 0:32:03You know, all in the door frames,
0:32:03 > 0:32:04skirting boards...
0:32:04 > 0:32:08Plug sockets, light sockets. Everywhere.
0:32:08 > 0:32:11Yesterday, I was in the kitchen. That was half a day,
0:32:11 > 0:32:14sort of four and a half hours or so,
0:32:14 > 0:32:17and then sort of three, three and a half hours in the bathroom.
0:32:17 > 0:32:19I've got this room here that we're in,
0:32:19 > 0:32:21probably another couple of hours.
0:32:21 > 0:32:23Then into the hallway,
0:32:23 > 0:32:26and a final go over on the floors.
0:32:26 > 0:32:29For Laura, the new-look flat represents much more
0:32:29 > 0:32:30than just a deep clean.
0:32:30 > 0:32:33It's a demonstration of what can be achieved
0:32:33 > 0:32:35by working alongside a tenant in need.
0:32:35 > 0:32:38- It's such a difference, isn't it? - Yeah, absolutely.
0:32:38 > 0:32:41Just...blown away by it.
0:32:41 > 0:32:44Yeah, it won't be long and then you'll be back to being home again,
0:32:44 > 0:32:46you'll be able to come back here and relax.
0:32:46 > 0:32:48- Yeah.- I think it'll make a lot of difference for you.
0:32:48 > 0:32:50- Yeah, it has already.- Good.
0:32:52 > 0:32:54- Just having a sanctuary, isn't it? - Well, yeah.
0:32:54 > 0:32:56Just go back, feel safe and not have to worry about
0:32:56 > 0:32:58going in and doing the cleaning...
0:32:58 > 0:33:02Last weekend was the first time I've been able to relax here in ages.
0:33:04 > 0:33:06That's really nice to hear,
0:33:06 > 0:33:08I'm glad that we could get to this point.
0:33:08 > 0:33:10Yeah. I'm really grateful.
0:33:10 > 0:33:12No, we were pleased to help, so...
0:33:12 > 0:33:14yeah, I think it's a good outcome.
0:33:14 > 0:33:16Yes. Yeah.
0:33:16 > 0:33:17And we're not just going to stop,
0:33:17 > 0:33:19we're going to be there for anything you need.
0:33:19 > 0:33:22No. And I've actually learnt that erm...
0:33:22 > 0:33:25housing officers aren't just there to chase you for the bad things.
0:33:25 > 0:33:29No, absolutely not. No, we don't want anyone to lose their tenancy,
0:33:29 > 0:33:32and if there's things that we can do to help you, then...
0:33:32 > 0:33:37- Yeah, I've found that out. - ..then we'll do them, so... yeah, I'm really pleased.
0:33:38 > 0:33:39And for the tenant himself,
0:33:39 > 0:33:42the changes present an opportunity to break free
0:33:42 > 0:33:45from the prison of the past. It's a fresh start.
0:33:45 > 0:33:47So how are you feeling about the property now,
0:33:47 > 0:33:48and everything surrounding it?
0:33:48 > 0:33:53Great. It's time to go forward now.
0:33:53 > 0:33:58- It's going to make a big life change, isn't it?- It is, absolutely.
0:33:58 > 0:34:02- Obviously you were worried about us coming and knocking on the door. - Well, yeah...
0:34:02 > 0:34:07When I came in after that first day that the clearance was going on,
0:34:07 > 0:34:09I stood in the hallway there, it was six foot deep,
0:34:09 > 0:34:11- and I just couldn't believe it.- Mm.
0:34:11 > 0:34:13I just couldn't believe I'd let it get to that stage.
0:34:13 > 0:34:17- We've just got to this point today...- Yeah. - ..so it's an adjustment.
0:34:17 > 0:34:18I'm over the moon about it.
0:34:18 > 0:34:23- Just... Overwhelmed, actually, that it's been done.- Yeah.
0:34:23 > 0:34:25Mm.
0:34:25 > 0:34:28Just...never, ever get to that stage ever again.
0:34:28 > 0:34:31You've got my trust. You know, I really do trust you.
0:34:31 > 0:34:33- Good.- I appreciate what you've done.
0:34:33 > 0:34:35Yeah, no, that's really nice.
0:34:36 > 0:34:39After eight years living in what must have been
0:34:39 > 0:34:42an extremely unpleasant environment,
0:34:42 > 0:34:44too afraid to ask for assistance,
0:34:44 > 0:34:46the changes that Laura's helped to put in place
0:34:46 > 0:34:49will hopefully have a lasting impact for this tenant.
0:34:49 > 0:34:51It's a real sense of relief that we've got to the stage
0:34:51 > 0:34:53that we have been able to clear the property,
0:34:53 > 0:34:56get the property cleaned and put it back to a normal state for the resident.
0:34:56 > 0:34:59I'm really happy that we've managed to sort it for him,
0:34:59 > 0:35:01and his personal circumstances.
0:35:01 > 0:35:03Now that he's got that place that he can go back to,
0:35:03 > 0:35:07and we can carry on working with him and supporting him as well,
0:35:07 > 0:35:10making sure that he's getting the necessary help
0:35:10 > 0:35:11to make sure we don't go back to that.
0:35:11 > 0:35:15In this particular case, in the resident's own words,
0:35:15 > 0:35:18I was persistent with gaining access to the property
0:35:18 > 0:35:20but it was obvious that there was an issue.
0:35:20 > 0:35:23Initially it was a breach of tenancy, because they're not maintaining their property
0:35:23 > 0:35:26or maintaining their garden, or whatever. But we can't just leave it
0:35:26 > 0:35:29where there's obviously a vulnerability as well.
0:35:29 > 0:35:30There's normally a reason
0:35:30 > 0:35:32that people are shutting themselves away from us,
0:35:32 > 0:35:34there's normally something they don't want us to see.
0:35:34 > 0:35:36And we have to prove that we're there to help,
0:35:36 > 0:35:38we're not just there to come along and...kick them out.
0:35:38 > 0:35:43But we just need people to engage with us and know that ARE there to support them.
0:35:43 > 0:35:47I'm really proud of what me and the team at Hyde have done
0:35:47 > 0:35:51for this resident. I genuinely didn't think that we would get to this point,
0:35:51 > 0:35:53and if we did, that it would take considerably longer than it's taken.
0:35:53 > 0:35:57We've given him a fresh slate to start with -
0:35:57 > 0:35:59we will continue to support him,
0:35:59 > 0:36:01and we've built up a really good relationship
0:36:01 > 0:36:05and he's said that he trusts us now to help him,
0:36:05 > 0:36:08to the point that he's said "If anyone else was in this situation
0:36:08 > 0:36:09"I'd urge them to contact their landlord
0:36:09 > 0:36:12"and ask for help, if they HAVE got themselves into that position."
0:36:16 > 0:36:18Back in Suffolk,
0:36:18 > 0:36:21and housing officer Andrew Weavers has had his hands full
0:36:21 > 0:36:25dealing with anti-social behaviour that's got personal.
0:36:25 > 0:36:28- That neighbour doesn't like me. - She doesn't like you?- She hates me.
0:36:28 > 0:36:30- I'm not having her round here.- No?
0:36:30 > 0:36:33- I mean, I'll tell you right straight.- OK.
0:36:33 > 0:36:35I'm here to catch up with Andrew,
0:36:35 > 0:36:38to see whether his attempts to keep the peace have held up.
0:36:39 > 0:36:41- Hey, Andrew.- Hello, mate.
0:36:41 > 0:36:44- How are you? Good to see you, all right?- Not bad.
0:36:44 > 0:36:47So, there was a good sort of healthy or unhealthy neighbourhood dispute
0:36:47 > 0:36:51- brewing between two sides of the fence.- Yes.
0:36:51 > 0:36:53Has anything happened in the meantime?
0:36:53 > 0:36:56Well, things had gone fairly quiet, until the weekend.
0:36:56 > 0:37:00On the other side of Mrs Stannard's property is a relative
0:37:00 > 0:37:01of the family that we dealt with before.
0:37:01 > 0:37:05ad a barbecue, which got a little bit out of hand,
0:37:05 > 0:37:08and unfortunately resulted in some barbecued food
0:37:08 > 0:37:10being thrown over the fence.
0:37:10 > 0:37:13So this time, it's not the usual suspects
0:37:13 > 0:37:15that's the source of the sausages.
0:37:15 > 0:37:17Now it's the other neighbouring property -
0:37:17 > 0:37:19another council house - that's causing a headache for Mrs Stannard.
0:37:19 > 0:37:23It's occupied by the brother-in-law of Alison on the other side,
0:37:23 > 0:37:26whose property was the cause of the anti-social behaviour in the first place.
0:37:26 > 0:37:28Do you know what kind of food it was?
0:37:28 > 0:37:31Barbecued sausages and burgers, I would imagine.
0:37:31 > 0:37:34Sausages, possibly burgers, flying over her garden...
0:37:34 > 0:37:36- Yeah.- ..to the other side.- Yeah.
0:37:36 > 0:37:40It sounds funny, but obviously Mrs Stannard's quite distressed, isn't she, at the moment anyway
0:37:40 > 0:37:42so she's not finding this funny at all.
0:37:42 > 0:37:45She's not finding it funny. She's surrounded by it.
0:37:45 > 0:37:47She's not used to this type of behaviour.
0:37:47 > 0:37:51'It's back to the drawing board for our intrepid housing officer.'
0:37:51 > 0:37:54What your great skill is, Andrew, is calming people down and making them see sense.
0:37:54 > 0:37:57Not too convinced about that at the moment!
0:37:57 > 0:38:00- If anyone can do it, you can.- Yeah - well, we'll do our best, won't we?
0:38:00 > 0:38:01- Shall we go?- Yeah, let's.
0:38:03 > 0:38:05Yes, we're returning to sunny Stowmarket,
0:38:05 > 0:38:10and to pay a visit to Mrs Stannard's other neighbour, Leon Jones.
0:38:10 > 0:38:12- Hey!- Hiya.- How are you, all right?
0:38:12 > 0:38:14- I'm all right, yeah. How are you? - Just going to pop and see you.
0:38:14 > 0:38:17I've been dealing with the problems that your sister-in-law
0:38:17 > 0:38:18has been dealing with.
0:38:18 > 0:38:22But then suddenly a barbecue happens here, that gets out of hand.
0:38:22 > 0:38:26- Two or three lads just turned up, not invited...- Yeah.
0:38:26 > 0:38:30..and they came drunk.
0:38:30 > 0:38:34And...they just started to kick off.
0:38:34 > 0:38:36- You didn't call the police, did you? - No, Mrs Stannard...- Yeah.
0:38:36 > 0:38:39Because you're our tenant, anything that happens at your property,
0:38:39 > 0:38:41- you're going to be responsible for. - Yes.
0:38:41 > 0:38:44We can cope with one-off incidents like this because it's not persistent,
0:38:44 > 0:38:48- but because Mrs Stannard's a bit sensitive at the minute... - Yeah, she is.
0:38:48 > 0:38:51..I just think we need to sort of get things all nice and calm
0:38:51 > 0:38:53and get people sort of... sort of getting on all right.
0:38:53 > 0:38:57- Yeah. I go round her nearly every day to check on her still...- Do you? - ..and make sure she's all right.
0:38:57 > 0:39:00- And you'll continue to do that? - Yeah, that's right. I always do.
0:39:01 > 0:39:04It seems to be another situation that's spun out of control
0:39:04 > 0:39:07due to visitors to the property, rather than the residents.
0:39:07 > 0:39:10But it's still another episode of anti-social behaviour,
0:39:10 > 0:39:12and it's Leon's responsibility.
0:39:12 > 0:39:15That means he's been given a written tenancy warning too.
0:39:15 > 0:39:17How important is this house to you?
0:39:17 > 0:39:21Very important, because I suffer with heart problems
0:39:21 > 0:39:24and blackouts, and that. So I need to be on ground level.
0:39:24 > 0:39:28What's going through your mind, then, when you get that letter?
0:39:28 > 0:39:30What are you worried about?
0:39:30 > 0:39:35That that could go against me, losing my bungalow...
0:39:35 > 0:39:40I'd be on the streets, with my wife and three sons.
0:39:40 > 0:39:43- Yeah. That would be harsh.- Yeah.
0:39:43 > 0:39:46It's a sobering thought that something as simple as a barbecue
0:39:46 > 0:39:48could spiral out of control,
0:39:48 > 0:39:50to the point where your home is potentially at risk.
0:39:50 > 0:39:53But Andrew has a responsibility to all his tenants,
0:39:53 > 0:39:56and needs to make sure people like Mrs Stannard
0:39:56 > 0:39:58can enjoy a safe and secure place to live.
0:39:58 > 0:40:00- Come in.- Hello, mate. I've got my friend with me,
0:40:00 > 0:40:04- is that all right?- Yes.- Hello, Mrs Stannard. My name's Matt...
0:40:04 > 0:40:06'I'm hoping she's not going to be too scarred
0:40:06 > 0:40:08'reliving the Battle of the Barbecue.'
0:40:08 > 0:40:10So what did you see happening?
0:40:10 > 0:40:12All the burgers and the sausages lying down.
0:40:12 > 0:40:15And because they were coming from that side
0:40:15 > 0:40:18and supposed to go over to that house - but they didn't,
0:40:18 > 0:40:20they landed in the middle.
0:40:20 > 0:40:24They haven't got a big enough throw, to get them over!
0:40:24 > 0:40:26Fortunately she seems to be OK,
0:40:26 > 0:40:28after being caught in culinary crossfire.
0:40:28 > 0:40:31They won't be getting any Olympic medals, then, will they?
0:40:31 > 0:40:33- No, they won't. - For sausage throwing.
0:40:33 > 0:40:36- You know, that barbecue that they've had is a separate complaint...- Yeah.
0:40:36 > 0:40:38..and we have dealt with it.
0:40:38 > 0:40:41- To be fair, he was sorry it happened.- Great.- He was.
0:40:41 > 0:40:43You wouldn't want them evicted, would you?
0:40:43 > 0:40:45Would you want either side evicted?
0:40:45 > 0:40:47No, I wouldn't. I think it's terrible to be homeless.
0:40:47 > 0:40:49I wouldn't say that.
0:40:49 > 0:40:54I think, as a complaint about certain things that are happening,
0:40:54 > 0:40:57I think we're duty-bound to say we've dealt with it.
0:40:57 > 0:40:59Oh, yes, Andrew. You've done well.
0:40:59 > 0:41:01Yeah? And So I'm going to close it.
0:41:01 > 0:41:05I've changed my telephone number, and I work somewhere else now.
0:41:05 > 0:41:08- Oh... He wouldn't dare! - CHUCKLING
0:41:08 > 0:41:11'Neighbourly disputes like these can get very messy
0:41:11 > 0:41:13'and difficult to unpick.'
0:41:13 > 0:41:15Lovely to meet you.
0:41:15 > 0:41:18'Being able to have a giggle and smooth things over with Mrs Stannard
0:41:18 > 0:41:20'is a great result for Andrew.'
0:41:20 > 0:41:22I love the cheek. I love it.
0:41:25 > 0:41:27She was upset to start with,
0:41:27 > 0:41:30and then you just gradually work through all the problems
0:41:30 > 0:41:32until they've all gone and disappeared.
0:41:32 > 0:41:34- And then you have a right laugh with her.- Yeah.
0:41:34 > 0:41:37You know. And it is... I know it's a really simple thing to do,
0:41:37 > 0:41:41but it's actually really difficult because these neighbourly disputes,
0:41:41 > 0:41:44they become complex and tangled and messy, don't they?
0:41:44 > 0:41:46They do. They do, yeah.
0:41:46 > 0:41:50- And you just seem to unpick them very, very easily. Well, skilfully.- Some of them.
0:41:50 > 0:41:51Doesn't obviously always work in every case,
0:41:51 > 0:41:55cos you have to let people have their say, I think.
0:41:55 > 0:41:56This is a lovely little road,
0:41:56 > 0:41:59we don't have a lot of problems here.
0:41:59 > 0:42:02Alison, she's happy here, she loves it here.
0:42:02 > 0:42:06and everything I've asked her to do, she's done, she's complied with.
0:42:06 > 0:42:10I think what Mrs Stannard has got to realise, she just can't keep looking back,
0:42:10 > 0:42:13she's now got to look forward a bit, I think.
0:42:13 > 0:42:15- Well, let' see if she can do that. - Shall we?
0:42:21 > 0:42:25A beautiful sunny Suffolk street, it really is very peaceful here.
0:42:25 > 0:42:28And behind me, three homes that have to keep it that way,
0:42:28 > 0:42:30they're inextricably linked.
0:42:30 > 0:42:32Alison on one side, Leon on the other -
0:42:32 > 0:42:36they KNOW they have to get on with Mrs Stannard.
0:42:36 > 0:42:37Not just because it's the right thing to do,
0:42:37 > 0:42:41but also because their tenancies could be at risk if they don't.
0:42:41 > 0:42:43That's why it's important.
0:42:43 > 0:42:47And hopefully, for the moment it seems, Mrs Stannard is now happy.
0:42:47 > 0:42:49Let's hope it stays that way.
0:42:49 > 0:42:51No more flying sausages.
0:42:53 > 0:42:55Well, as we've just seen,
0:42:55 > 0:42:57being a housing officer means a daily dose
0:42:57 > 0:43:00of tough choices and difficult decisions.
0:43:00 > 0:43:03But it's all in a day's work for the men and women
0:43:03 > 0:43:07fighting to ensure we can enjoy a safe place to call home.
0:43:07 > 0:43:10That's it for today, but join me again next time
0:43:10 > 0:43:13where I'll be back on the front line with the housing enforcers.