Episode 2 The Housing Enforcers


Episode 2

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Transcript


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It's difficult to imagine calling this a home.

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'Everyone deserves a safe place to live.'

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So that's a dead rat. DOG BARKS

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'But with rents rising and demand increasing,

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'it's getting harder and harder to find a secure place to call home.'

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You can actually see the floorboards of the bathroom there.

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-Clear evidence...

-Clearly someone living down here.

-Yep.

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'I'm Matt Allwright, and I'm back with the housing enforcers.'

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Someone nicked your wheelchair?

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'I'm on the front line with those fighting

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'for the right to decent housing...'

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The amount of mould is quite shocking.

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The happiest residents of this property are the rats.

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'..as local councils and housing associations

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'battle problem properties in slum conditions...'

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It's just a scene of Dickensian misery.

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It absolutely pen-and-inks.

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'..as they deal with dodgy landlords...'

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-Whoa, whoa, whoa!

-Calm down!

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'..nightmare neighbours...'

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There's a good chance that people will be getting evicted.

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'..and everything in between...'

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It does feel like we are close to

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the bottom of the housing ladder here.

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'..to help those in need of a happy and healthy home.'

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If there's something strange in the neighbourhood, who you gonna call?

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'Today - we discover a property in a truly appalling condition...'

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As you can imagine, the smell in here is very strong.

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As soon as we opened the door, there were flies everywhere.

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'..there's a shock in store for the housing team in Stroud...'

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Oh...

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OK. OK...

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'..and a neighbour dispute threatens to spiral out of control.'

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You wouldn't want them evicted, would you?

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Would you want either side evicted?

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It used to be so straightforward.

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You leave education, you get yourself a job

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and then settle down, once you've found a house or flat.

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And even though a "happily ever after" wasn't guaranteed,

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you could usually depend on getting

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an affordable and safe place to live.

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Well, it's no secret that thanks to the housing crisis,

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today, things are a bit more complicated.

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But there are men and women across the UK

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whose job it is to ensure that everyone has the opportunity

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to enjoy a safe roof over their heads.

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Every day, they're out fighting for your rights.

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They are... the housing enforcers.

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The role of a housing officer isn't all about bricks and mortar.

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Often the challenge is to help deal with the more human side of housing,

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where a tenant might need some extra assistance to enjoy their home.

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Here in Surrey,

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Hyde Housing Association officer Laura Bond

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has been working with a tenant

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who's been struggling

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to come to terms with a destructive problem.

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It's threatening not just to damage HIS home,

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but those of his neighbours too.

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So what is the problem with this property?

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It's just absolutely full of stuff, and rubbish.

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General belongings, rubbish, he can't cook in the property...

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so it's a concern for his general welfare, his mental health,

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and also his safety.

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Laura's been engaged in a long-running dialogue

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with the tenant, but today, she seems confident

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there's been a major breakthrough.

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I tried to get in touch with the resident, and he's initially said, "No, I'm not going to let you in",

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and was quite strong about that.

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Eventually let us in, got there, and he was actually really nice,

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really nice gentleman, but obviously had got himself in a situation

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where he didn't know what to do about it.

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-But then you guys can step in and offer some help?

-Yes.

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You really have to admire how hard Laura's worked

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to get to this point with the tenant.

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I'm hoping we're going to get the result we need today.

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What do you think when you go into a house...?

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Obviously, you've got your professional head on about how to

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resolve the problem, but it's actually not

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just a practical problem, is it?

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You're dealing with somebody's...erm...

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..kind of image of themselves.

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-Yeah.

-How do you approach that?

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You just have to be considerate, really,

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sort of take everything into account, how you're going to talk about things to the resident,

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what the condition of the property is like...

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You're thinking about everything when you go and do a visit.

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It sounds like with this chap, though, he's...

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You're a bit of a step ahead,

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-because he appreciates that there is a problem.

-Yes.

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The property's only small, but as soon as we arrive,

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the scale of the problem becomes clear.

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With what looks like years of refuse piled high, almost to the roof,

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I can barely even squeeze through the door.

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So we've got a...

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I think a one-bedroom flat.

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Bathroom here...

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uh, we've got a living room there,

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and it might even be...

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a bedsit. I think that might be living room and a bedroom there.

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The living room is absolutely chock-a-block...

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Have a look at that.

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We're right up, almost to the ceiling.

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As you can imagine, the smell in here is very strong.

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As soon as we opened the door, there were flies everywhere.

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This is...

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This is, erm...pretty extreme.

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It's hard to believe someone is still able to live in here.

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I also have to wonder what it must be like

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for the neighbouring residents -

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Laura has a responsibility for their wellbeing too,

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but I'm not sure where she's going to start.

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There's no floor space here at all.

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They're just full of...

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Well, stuff, clothes and...

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bottles, cans. Everything.

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From a life that just...

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accumulated, obviously over some time.

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Everywhere there is evidence of someone

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trying to lead some kind of life here,

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but I can't get my head around the day-to-day reality

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of what it must be like.

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It's difficult to imagine calling this a home,

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coming back to this place.

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I mean, there's no space here...

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I can't see a space to sleep.

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I think there's possibly a bed over the other side

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of this hill of debris,

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maybe a space to sleep there.

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I know the first time that you come into a place like this,

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it's really staggering, upsetting, disturbing, and, you know,

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it just makes you think, there ARE people...

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like the tenant here, who are living this way, full-time,

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who maybe we don't know about, whose homes are going to stay like this.

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I think we have to...

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Later, I get the chance to hear first-hand from the tenant

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how things got this bad.

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I'm absolutely disgusted with myself for the way it's in.

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But it got to the stage whereby there was too much there

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for me to cope with.

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If Laura hadn't been so persistent, nobody would've known, even now.

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Meanwhile, in Stroud,

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council housing offices Elaine and Zoe

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are heading to a recently vacated property

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on the outskirts of town.

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The tenant has downsized to one of our new builds,

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so we're going there to take a look,

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to see what work needs doing before we can re-let it.

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Elaine and Zoe are being joined by contractor Mark

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to evaluate the property, as they are aware

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it may be in need of a little sprucing up

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before it's handed over to a new family.

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-Is this a three-bed property?

-Three-bed property.

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-We'll have a look when we get inside.

-Yep.

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The previous tenants had refused the council's attempts to modernise

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the house in the past, so they're not expecting it

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to be in pristine condition.

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Ooh... OK.

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But they weren't expecting this.

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Yeah, the walls are in a bit of a...

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Probably the damp.

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That's not wallpapered, that wall, is it?

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That's like a lining.

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You do wonder how the tenants managed to live like this.

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That would be the only form of heating for the front room,

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apart from the radiator.

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This is what causes all this mould.

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-I think it's...

-No, that's the old...

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oilcloth. The old oilcloth flooring.

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-It's in a quite bad state of repair.

-Yeah.

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It could do with, obviously, modernisation.

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Ooh... Wow.

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Wow-wow.

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It's a coal bunker!

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-SHE LAUGHS

-Old coal bunker, yeah.

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It's unusual for us to find a tenanted property in this condition.

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It is a rarity.

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There's a number of factors as to

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why it's been allowed to get to this...

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Sometimes, when you get properties in a bad state,

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I think they're more embarrassed to let the council in.

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Yeah. It's just embarrassment of allowing people

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through the front door.

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The team can only guess at why the previous tenants

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wouldn't allow the council to help improve these conditions.

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-Just watch the carpet here.

-OK.

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But it must have been difficult to wake up to this scene, upstairs,

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where the mould has run riot.

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I would suggest looking at it.

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You scrape back any loose paint and then fine-fill this wall.

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Yeah, definitely fine-fill.

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Obviously you're getting mould through here -

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you treat all this, kill all the mould off,

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and then fine-fill the walls.

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Wow.

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The next room, while not used as a bedroom,

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would certainly not have been much fun to spend time in either.

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This is ply,

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-and as you can see, there's been damage, but...

-No insulation.

-..there's no insulation.

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Yeah, No insulation at all, which is creating the cold spot,

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-and this is what is actually causing...

-Yep.

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And then you get... The condensation you can see

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-has been running all down the wall.

-OK.

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The damp has spread from floor to ceiling.

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This one's the worst that I've seen.

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Definitely. The amount of mould is quite shocking, actually.

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This makes the other bedroom look OK, doesn't it?

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-In comparison.

-Probably the lady was embarrassed

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to have anybody come into the room to do any work in here.

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Not from the point of the council not wanting to do the work,

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it's just that they're not allowed to get into these properties to DO the work.

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And the work needed is an easy fix, really.

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-Yes, it is.

-It's an easy fix.

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The problems with the damp continue in the bathroom.

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Obviously the ceiling has been papered, which is not good,

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and the bathroom... There's no extractor fan,

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so you've got the condensation going up into the ceiling.

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-Complete new suite?

-Yeah, put a new bathroom suite in.

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The council have a huge job on their hands

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if they're going to get this property into a liveable condition for the new tenants.

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Some properties you can spend 5,000. Some are just decoration,

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some are just a coat of paint,

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because they're that good and they've had improvements over time,

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that it's just a coat of paint.

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But others, you might need to spend...

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20,000 to get it up to a lettable standard.

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I would say, looking at this property now,

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it's going to be around about the £15,000 mark.

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But despite the challenge ahead, Elaine is staying positive.

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We've got the golden opportunity here, because it's empty,

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to do it once. And so we don't want it to be tenanted

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and then we come in and put in a new heating system in,

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put a new bathroom...

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Less disruption to the tenants, the better, so...

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Yeah. If you can do it at this stage, it's better. One-stop shop.

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We'll work our magic, and it will be a lovely family home

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or somebody. It's like a forever home.

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We'll find out later if Elaine and the team

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have managed to turn the property around.

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Nice, eh?

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Earlier, in Surrey, I visited a housing association flat

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that was rammed to the rafters with rubbish.

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As you can imagine, the smell in here is very strong.

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As soon as we opened the door, there were flies everywhere.

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This is...

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I can't see a space to sleep.

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I was left wondering how the tenant

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was able to function on a daily basis

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with his place in this condition.

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Although he's asked not to be identified,

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he has agreed to talk to me about his situation,

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and his relationship with the housing association

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that's been trying to offer a way out.

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Tell me a bit about how you came to be in this part of the world.

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Right, erm...

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I used to work on an estate.

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-As a maintenance worker?

-Yeah.

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And I had an accident which damaged my shoulder.

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The person I worked for basically said, you know...

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"If you're not working for me, you can't live here any more"

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and then when that stopped, I had a bit of scrabbling around,

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trying to find somewhere to live,

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-and I just fell into a total depression.

-Yeah.

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This flat came up, eventually had the operation on my shoulder,

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at which point I couldn't lift anything for two or three months,

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and that's really when it started to get into that state.

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There are people there that could have helped you.

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-I know.

-The housing association...

-I know, I didn't...

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Too embarrassed to ask them.

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Yeah. Is there a degree of fear there?

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Yeah. A degree of fear, of...

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the housing association finding out about it.

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If Laura hadn't been so persistent, nobody would have known, even now.

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I'm absolutely disgusted with myself at the way it's in,

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but it got to the stage whereby it was...

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just too much there for me to cope with.

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It's a sobering illustration of just how quickly a person's life

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CAN spiral out of control,

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but in some ways, this tenant has been lucky.

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Laura, Hyde's housing officer, wasn't prepared to give up on him -

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no matter how difficult life became.

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How do things work in the flat? Because I was trying to...

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Yeah. I just literally go in, crash on the bed.

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So I've got the telly round there, and...

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computer and everything in there, so...

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-So as I walk in, it goes up into a kind of a hill...

-Yeah.

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..and the other side of that...

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-No, round the corner is my bed and the telly and that.

-Yeah.

-So...

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-And that's gradually built up over time?

-Yep.

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And how long a process has it been, would you say, since...?

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Er...

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-eight years.

-Eight years?

-Yeah.

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-So that build-up is eight years of life all around you?

-Yep.

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Eight years is certainly a long time to remain lost in your own flat.

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Especially while the world around you is collapsing.

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When you were working, er...

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what did the work give you?

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Obviously you get a wage, but there's a lot more to your work than that.

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It gave me self-respect,

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the ability to look people in the eye...

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What's it like when that's gone, then?

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How do you find a place... You know, how do you fill the gap where work was?

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INTERVIEWEE SIGHS

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It's a void. If it weren't for a couple of good close friends,

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I'd probably just be sat indoors all day, just drinking.

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Cos I can see it would be so easy to slip into that.

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-Yeah.

-But that's the final step that I won't let myself take.

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-So, it's a circle that's gone on and on.

-Yeah.

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Erm... Now it's been broken.

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-Do you feel that this is the point...

-Yes. Yeah.

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..that you CAN do something about it?

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Yes, this is the point where we can start to get it sorted.

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I'm really happy that there's a point now

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where things can change for you. And er...

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you know, I hope it works out.

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Now the tenant has acknowledged there IS a problem

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and is willing to let Laura and the team from Hyde help,

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there's a really good chance of getting him and the property back on track.

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So our gentleman there was very honest and open with us,

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and it seems that it was just a series of unlucky things

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that happened in his life that led to this point.

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Yeah, I think with most people

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that have got themselves into a situation where they need our help,

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there's often going to be a catalyst, whether that's

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losing a job, going through a bereavement, losing a loved one,

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or an illness that's put them on the downward slope.

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We are working closely with him,

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I'm speaking to him on a weekly basis if not more,

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and we will reach a resolution in the upcoming weeks.

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Well, later on there IS a resolution,

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and one that knocks Laura for six.

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-Hi.

-Hello.

-How are you?

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Amazing.

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Defending our right to a safe place to live is the job

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of housing officers right across the UK.

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-You can smell that rubbish still, can't you?

-Yep.

-From here.

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It's like a red rag to a bull, isn't it, doing something like that.

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'I'm working alongside the men and women that do exactly that.'

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There's a window open there, as well.

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That's not so bad. Seen worse.

0:18:070:18:10

'Hitting the streets, finding out what's happening on the front line...'

0:18:100:18:13

The smell round here is... is really strong.

0:18:130:18:16

'..as we make sure

0:18:160:18:18

'a house is a fit place to call a home.'

0:18:180:18:20

-Oh, so you've got a choice.

-Yeah. A tomahawk of some sort.

0:18:200:18:24

The tomahawk...or the bayonet.

0:18:240:18:28

So that's a parting shot, basically, is it, from the tenant?

0:18:280:18:31

Anti-social behaviour -

0:18:350:18:37

three little words that CAN mean

0:18:370:18:39

a whole lot of trouble for both tenants and housing officers.

0:18:390:18:43

For tenants, it's no fun living next door to noisy neighbours,

0:18:430:18:46

overgrown gardens, or having a collection of refuse

0:18:460:18:49

dumped unceremoniously on your doorstep.

0:18:490:18:51

And for the housing officer, well,

0:18:510:18:55

tackling anti-social behaviour can mean having to play the role

0:18:550:18:59

of policeman, diplomat and counsellor all rolled into one.

0:18:590:19:04

And today, in Suffolk,

0:19:040:19:07

the role of peacekeeper and enforcer lands in the hopefully capable hands

0:19:070:19:10

of Andrew Weavers.

0:19:100:19:12

He's on the way to a property that,

0:19:120:19:13

despite its picturesque surroundings,

0:19:130:19:16

is causing some dark clouds for its neighbours.

0:19:160:19:19

The plan for today is that I'm going to go and have a chat to a family

0:19:200:19:24

about anti-social behaviour.

0:19:240:19:26

Because there's so many complainants,

0:19:260:19:28

I've more or less formalised it by sending out a tenancy warning.

0:19:280:19:34

And now I'm just going to go and have a little chat

0:19:340:19:38

about the behaviour of the whole family.

0:19:380:19:40

It's only fair that we go and give them a chance

0:19:420:19:45

to tell us what's going on themselves.

0:19:450:19:48

So we want sort of a clear balance.

0:19:480:19:50

Andrew believes the problems are severe enough to warrant

0:19:500:19:53

sending out a warning letter to Alison and her family,

0:19:530:19:56

who live at the property in question.

0:19:560:19:58

This means the council are taking the allegations very seriously,

0:19:580:20:01

and could mean they end up facing eviction.

0:20:010:20:04

The main complaints against Alison have come from the next-door property.

0:20:040:20:07

-Hey.

-Hi, you all right?

0:20:070:20:10

-Yeah, you?

-Yeah, not bad.

0:20:100:20:12

Neighbour dispute. We've got a few...

0:20:130:20:15

That neighbour doesn't like me.

0:20:150:20:17

-She doesn't like you.

-She hates me.

0:20:170:20:19

-OK. Why does she hate you?

-I don't know.

0:20:190:20:21

-I do like her...

-Yeah.

-..but she don't like me.

0:20:210:20:24

The thing is, that the allegations that have been made could be seen as serious.

0:20:240:20:28

So this is your chance to tell me what is really happening.

0:20:280:20:31

But you haven't got anything to worry about from me

0:20:310:20:33

-if you're not doing anything wrong.

-No.

0:20:330:20:35

-So I just want to reassure you.

-Well, I can't lose my house.

-Yeah.

0:20:350:20:37

Cos I've got my kids here, and... Oh, I can't be doing with that.

0:20:370:20:41

-You obviously like living here, do you?

-I love it.

0:20:410:20:43

Alison might enjoy being part of this peaceful community

0:20:430:20:47

but at the moment, that feeling isn't shared by her neighbours -

0:20:470:20:50

especially after the most recent incident of anti-social behaviour.

0:20:500:20:54

There was an arrest here,

0:20:540:20:56

and the police told me that there was so many police vehicles out,

0:20:560:20:59

and there was a bit of fighting in the street.

0:20:590:21:01

There was a lot of drunken behaviour...

0:21:010:21:03

-I don't know, cos I sat in here, I kept out of it.

-You didn't see it all?

0:21:030:21:06

Alison says it's visitors to her property, and not the residents,

0:21:060:21:09

that are causing the problems, but, as part of her tenancy agreement,

0:21:090:21:13

that doesn't let her off the hook.

0:21:130:21:16

The thing is with this, you're responsible

0:21:160:21:18

for anyone living in your property, or visiting.

0:21:180:21:22

Do you have any loud music playing out here?

0:21:220:21:24

-Used to, but I've stopped the music.

-Not any more? Good.

0:21:240:21:27

So, as long as there's no-one drunk or being aggressive.

0:21:270:21:30

I've stopped all of them drinking in here as well.

0:21:300:21:33

You've stopped them drinking? Excellent.

0:21:330:21:34

No drink in this house.

0:21:340:21:36

So I'm going to tie that in with mini motorbikes...

0:21:360:21:39

-They're all gone.

-Have they? Oh!

-The quads are gone.

0:21:390:21:41

The quads are gone, the mini motors are gone.

0:21:410:21:44

-You've made my day, you've made my day.

-They're gone.

0:21:440:21:46

Along with the anti-social complaints,

0:21:470:21:49

there's also been allegations Alison has made changes to the property

0:21:490:21:53

without permission from the council.

0:21:530:21:55

-So this is one shed, yeah?

-Yeah.

0:21:550:21:57

And obviously this one at the bottom here.

0:21:570:22:00

I can't see any problem. I think you'll get permission.

0:22:000:22:02

It's just nice for you to have it in writing that you've got it.

0:22:020:22:06

Andrew might be satisfied with the sheds,

0:22:060:22:08

but he's less happy about the new edition of the gate.

0:22:080:22:10

To me, that would be a way for the mini motorbikes to get in and out.

0:22:120:22:15

-Yeah, it was.

-It was? I thought so. You can't get much past me!

0:22:150:22:19

Andrew's given strict instructions for the fence to be reinstated,

0:22:200:22:24

and for Alison to build on her new rules for friends and family.

0:22:240:22:28

Seems to me it's your visitors are causing the problems,

0:22:280:22:31

and that will impact on you

0:22:310:22:33

because you'll be the one that is responsible for their behaviour.

0:22:330:22:36

-I can't lose my house.

-No.

-I've told 'em.

0:22:360:22:39

But what we've got to do is we've got to stop the complaints.

0:22:390:22:42

Alison appears to be making an effort to address the problems,

0:22:420:22:45

which hopefully will come as a relief to neighbour Mrs Stannard,

0:22:450:22:48

who's had to endure the worst of it.

0:22:480:22:50

KNOCK AT DOOR

0:22:500:22:52

-Hello.

-Hello, Andrew.

-All right? Can I come in?

-Yes.

0:22:520:22:55

Give you an update? Thank you.

0:22:550:22:57

What we've done is we've written to your neighbour.

0:22:570:23:01

More or less like a tenancy warning.

0:23:010:23:04

Now, I'm hoping the visit I've done will help quieten things down.

0:23:040:23:08

Now, she tells me she's going to have a word with

0:23:080:23:11

any youngsters that visit.

0:23:110:23:13

There's a no-drinking policy in the house at the moment.

0:23:130:23:16

-There's no more mini motorbikes, they're gone.

-Yeah. Oh, that's good.

0:23:160:23:19

Right? So I think we've dealt with it.

0:23:190:23:22

Yeah. You sound as if you have.

0:23:220:23:23

With the battle of anti-social behaviour in hand,

0:23:230:23:26

Andrew's now hoping he can help build a lasting peace.

0:23:260:23:30

The first thing that strikes me is the lady next door,

0:23:300:23:33

she feels it's a shame that you can't talk.

0:23:330:23:36

I ain't stopped talking to her!

0:23:360:23:37

-No.

-I just ain't seen her.

0:23:370:23:40

-Well, maybe...

-But I'm not having her round here.

0:23:400:23:43

-No?

-I mean, I'll tell you right straight.

0:23:430:23:46

Well, no. But it would be nice to be able to talk, wouldn't it?

0:23:460:23:50

I never have stopped talking.

0:23:500:23:52

We can do something called shuttle mediation.

0:23:520:23:54

Which is when someone independent, someone really nice,

0:23:540:23:56

-that deals...specifically deals with these sort of things...

-Yeah.

0:23:560:23:59

-..if you want it.

-No, I don't want that.

0:23:590:24:01

There are clearly a few more bridges left to build,

0:24:010:24:04

but at least Mrs Stannard CAN now look forward

0:24:040:24:06

to some well-deserved peace.

0:24:060:24:08

If it's all still quiet in about three or four weeks' time,

0:24:080:24:11

I'll just file that away for the time being and see what happens.

0:24:110:24:15

If you need to ring me, you're more than welcome,

0:24:150:24:18

if you can catch hold of me.

0:24:180:24:20

I know. When you get somebody else to answer that phone

0:24:200:24:22

-and they say, "He's not here"...

-That's right. I do that.

0:24:220:24:25

Yeah, I know! I say, "You tell him to ring me.

0:24:250:24:27

"I'm going to ring him again," and I do.

0:24:270:24:31

I ain't going to let you rest, Andrew.

0:24:310:24:33

I can't hide, can I?

0:24:330:24:35

OK. I'm going to leave you to it.

0:24:350:24:38

-All right, Andrew.

-All right?

0:24:380:24:39

Cool beans. Lovely job.

0:24:390:24:41

Andrew has demonstrated all the diplomatic skills required

0:24:420:24:45

for the role of a housing officer.

0:24:450:24:47

The neighbour's taken on board what we've said,

0:24:490:24:52

and I'm hoping that it'll all go quiet now.

0:24:520:24:54

So er...hopefully Mrs Stannard will be pleased.

0:24:540:24:58

But who am I to judge, you know?

0:24:580:25:01

I've been to places where

0:25:010:25:03

they've kicked off after about half an hour after I've been out there

0:25:030:25:05

so...I've got everything crossed it'll work quite well.

0:25:050:25:09

Later on, I catch up with Andrew,

0:25:140:25:16

and suffice to say, things have changed

0:25:160:25:18

and yet somehow remained the same.

0:25:180:25:21

-You didn't call the police, did you?

-No, Mrs Stannard...

-Mrs Stannard did. Yeah?

0:25:210:25:24

You wouldn't want them evicted, would you?

0:25:240:25:26

Would you want either side evicting?

0:25:260:25:28

Back in Stroud, a recently vacated council property

0:25:330:25:36

contained a few unwelcome surprises for housing officers Elaine and Zoe.

0:25:360:25:39

Wow.

0:25:410:25:42

This one's the worst that I've seen.

0:25:440:25:46

Definitely. The amount of mould is quite shocking, actually.

0:25:480:25:53

The tenants have now been re-homed,

0:25:530:25:55

but they refused to allow the council the opportunity

0:25:550:25:57

to modernise the place while they were still here.

0:25:570:26:00

That's left Elaine and Zoe the rather large challenge

0:26:000:26:03

of bringing the house up to standard for the next tenant.

0:26:030:26:07

It wasn't long before the builders got to work.

0:26:070:26:10

We don't actually see, you know, the prospective tenant coming in,

0:26:100:26:13

but we always try and do the work

0:26:130:26:15

as we'd want it done in our own homes.

0:26:150:26:18

And the guys take a lot of pride in what they do.

0:26:180:26:20

And, after plenty of elbow grease, with just the carpets to be fitted,

0:26:230:26:26

Elaine and Zoe are back to see the finished product.

0:26:260:26:28

Wow.

0:26:320:26:33

Their first inspection revealed a lounge that was outdated and damp.

0:26:330:26:37

A lot lighter in here.

0:26:380:26:40

It's pretty amazing, really, isn't it?

0:26:400:26:43

And there's one period feature the new tenants won't be faced with.

0:26:430:26:47

So if you remember from our first visit

0:26:470:26:49

there was a coal bunker here full of coal,

0:26:490:26:51

even though there wasn't an open fire in the property.

0:26:510:26:53

So we've removed that, plastered throughout,

0:26:530:26:56

put the boiler out here because it's a better location, floored it,

0:26:560:27:00

lovely area for...whatever, using it as a boot room...

0:27:000:27:05

Upstairs, the damp and mould is gone.

0:27:080:27:10

And this...

0:27:110:27:13

It's better with these on.

0:27:140:27:15

With the bedrooms all now fit for purpose...

0:27:160:27:19

The mould was along there, all the way up there, on the roof...

0:27:190:27:22

It's actually made the room look bigger.

0:27:220:27:25

Mmm. It does look bigger.

0:27:250:27:27

..there's a fresh new family bathroom too.

0:27:270:27:29

That's better. That's really good.

0:27:300:27:32

-It's amazing, isn't it?

-Yeah.

0:27:320:27:34

Unsurprisingly, it hasn't taken long for the property to be snapped up.

0:27:340:27:38

It's been let to a young family who are signing up this afternoon,

0:27:380:27:44

so they'll be getting the keys, who are over the moon with the property.

0:27:440:27:47

They've been in, had a look round with the lettings officer,

0:27:470:27:51

they've measured up for curtains and carpets and things like that.

0:27:510:27:55

So they'll be getting the keys this afternoon

0:27:550:27:57

and I believe they're having carpets fitted on Monday

0:27:570:27:59

so they'll be moved in by next week.

0:27:590:28:02

And there's just one thing missing from the brand-new modern kitchen...

0:28:020:28:05

OK, so what we leave the tenants when they come in is a welcome pack

0:28:090:28:13

and in it is just basics. So a kitchen roll, toilet roll...

0:28:130:28:17

..cleaner, biscuits to have a cup of tea,

0:28:190:28:23

a mug...

0:28:230:28:25

with tea and coffee in there as well

0:28:250:28:27

so that, you know, if they haven't got anything,

0:28:270:28:29

have managed to go to the shops, at least they can get a cup of tea or something.

0:28:290:28:32

The tenants that are moving in deserve this property.

0:28:330:28:37

It's a young family...

0:28:370:28:39

Ideal for them, they're going to be happy here, I think.

0:28:390:28:43

Thanks to Elaine, Zoe and the team,

0:28:440:28:46

the house is back to its best and ready for the next tenants.

0:28:460:28:49

Earlier, I met a tenant in desperate need of some help.

0:28:550:28:58

After problems in his personal life spiralled out of control,

0:28:580:29:01

so did the condition of his flat.

0:29:010:29:03

It's difficult to imagine calling this a home,

0:29:040:29:07

coming back to this place.

0:29:070:29:09

I mean, there isn't... There's no space here.

0:29:090:29:11

I can't see a space to sleep.

0:29:130:29:15

I think there's possibly a bed over the other side,

0:29:150:29:18

over this hill of debris.

0:29:180:29:20

There may be a space to sleep there.

0:29:200:29:22

The tenant was clearly struggling,

0:29:230:29:25

but housing officer Laura wasn't about to give up on him.

0:29:250:29:28

Although initially hesitant about accepting help,

0:29:290:29:32

Laura's worked with the tenant to find a solution

0:29:320:29:35

to finally improve the property for both himself and his neighbours.

0:29:350:29:38

We're going back to the resident,

0:29:380:29:41

to see what the progress has been since we were last there.

0:29:410:29:44

We booked the clearance to take place.

0:29:440:29:47

They had skips delivered to the site,

0:29:470:29:50

and then worked for two full days,

0:29:500:29:53

and then went back on a third day to just do a few bits of finishing up,

0:29:530:29:57

and the clean is currently under way.

0:29:580:30:02

I'm looking forward to seeing the property today.

0:30:020:30:04

Over the past few days,

0:30:050:30:06

contract cleaners have been hard at work

0:30:060:30:08

clearing the flat of all its debris.

0:30:080:30:10

Now the skips have been filled,

0:30:100:30:12

it's time for it to receive a VERY deep clean.

0:30:120:30:15

And the tenant can't wait to show Laura his new home.

0:30:160:30:19

-Hi.

-Hello.

-How are you?

0:30:250:30:27

-All right.

-Good.

0:30:270:30:29

Wow, look at this.

0:30:290:30:31

-Amazing.

-Yeah.

0:30:370:30:38

No wonder Laura's so surprised.

0:30:400:30:42

The last time we were here, the hallway was so cluttered

0:30:420:30:44

it was difficult to even open the front door.

0:30:440:30:47

But now, thanks to the hard work of the contract cleaners,

0:30:470:30:49

you can walk inside and actually see the rooms ahead of you.

0:30:490:30:52

It's almost like looking at a totally different property.

0:30:520:30:55

In the kitchen, where it looked impossible to prepare

0:30:580:31:00

even the most basic of meals,

0:31:000:31:02

the transformation is nothing short of amazing.

0:31:020:31:05

The worktops and floors are completely cleared

0:31:050:31:08

and now ready for action.

0:31:080:31:10

The bathroom was also inaccessible, covered with grime and debris.

0:31:110:31:16

And now - well, the change is clear for everyone to see.

0:31:160:31:19

It's an amazing achievement for both the cleaners

0:31:210:31:23

and the housing association to bring about such a change.

0:31:230:31:26

But perhaps the biggest transformation is in the main room,

0:31:260:31:29

which also served as the tenant's bedroom.

0:31:290:31:31

Previously there was barely enough space to sleep

0:31:320:31:35

amongst the mountains of rubbish.

0:31:350:31:36

And you'd dread to think the effect it could have been having on his health.

0:31:360:31:40

Now, the room is completely clear.

0:31:400:31:43

Specialist contractor Jay has been in charge of this incredible transformation.

0:31:430:31:47

But even for a seasoned professional,

0:31:470:31:49

wiping away eight years of grime is no easy task.

0:31:490:31:53

Can go in places, and it's a quick wipe down,

0:31:530:31:55

quick wipe here and there...

0:31:550:31:58

but this is everywhere.

0:31:580:32:01

You know, all in the door frames,

0:32:010:32:03

skirting boards...

0:32:030:32:04

Plug sockets, light sockets. Everywhere.

0:32:040:32:08

Yesterday, I was in the kitchen. That was half a day,

0:32:080:32:11

sort of four and a half hours or so,

0:32:110:32:14

and then sort of three, three and a half hours in the bathroom.

0:32:140:32:17

I've got this room here that we're in,

0:32:170:32:19

probably another couple of hours.

0:32:190:32:21

Then into the hallway,

0:32:210:32:23

and a final go over on the floors.

0:32:230:32:26

For Laura, the new-look flat represents much more

0:32:260:32:29

than just a deep clean.

0:32:290:32:30

It's a demonstration of what can be achieved

0:32:300:32:33

by working alongside a tenant in need.

0:32:330:32:35

-It's such a difference, isn't it?

-Yeah, absolutely.

0:32:350:32:38

Just...blown away by it.

0:32:380:32:41

Yeah, it won't be long and then you'll be back to being home again,

0:32:410:32:44

you'll be able to come back here and relax.

0:32:440:32:46

-Yeah.

-I think it'll make a lot of difference for you.

0:32:460:32:48

-Yeah, it has already.

-Good.

0:32:480:32:50

-Just having a sanctuary, isn't it?

-Well, yeah.

0:32:520:32:54

Just go back, feel safe and not have to worry about

0:32:540:32:56

going in and doing the cleaning...

0:32:560:32:58

Last weekend was the first time I've been able to relax here in ages.

0:32:580:33:02

That's really nice to hear,

0:33:040:33:06

I'm glad that we could get to this point.

0:33:060:33:08

Yeah. I'm really grateful.

0:33:080:33:10

No, we were pleased to help, so...

0:33:100:33:12

yeah, I think it's a good outcome.

0:33:120:33:14

Yes. Yeah.

0:33:140:33:16

And we're not just going to stop,

0:33:160:33:17

we're going to be there for anything you need.

0:33:170:33:19

No. And I've actually learnt that erm...

0:33:190:33:22

housing officers aren't just there to chase you for the bad things.

0:33:220:33:25

No, absolutely not. No, we don't want anyone to lose their tenancy,

0:33:250:33:29

and if there's things that we can do to help you, then...

0:33:290:33:32

-Yeah, I've found that out.

-..then we'll do them, so... yeah, I'm really pleased.

0:33:320:33:37

And for the tenant himself,

0:33:380:33:39

the changes present an opportunity to break free

0:33:390:33:42

from the prison of the past. It's a fresh start.

0:33:420:33:45

So how are you feeling about the property now,

0:33:450:33:47

and everything surrounding it?

0:33:470:33:48

Great. It's time to go forward now.

0:33:480:33:53

-It's going to make a big life change, isn't it?

-It is, absolutely.

0:33:530:33:58

-Obviously you were worried about us coming and knocking on the door.

-Well, yeah...

0:33:580:34:02

When I came in after that first day that the clearance was going on,

0:34:020:34:07

I stood in the hallway there, it was six foot deep,

0:34:070:34:09

-and I just couldn't believe it.

-Mm.

0:34:090:34:11

I just couldn't believe I'd let it get to that stage.

0:34:110:34:13

-We've just got to this point today...

-Yeah.

-..so it's an adjustment.

0:34:130:34:17

I'm over the moon about it.

0:34:170:34:18

-Just... Overwhelmed, actually, that it's been done.

-Yeah.

0:34:180:34:23

Mm.

0:34:230:34:25

Just...never, ever get to that stage ever again.

0:34:250:34:28

You've got my trust. You know, I really do trust you.

0:34:280:34:31

-Good.

-I appreciate what you've done.

0:34:310:34:33

Yeah, no, that's really nice.

0:34:330:34:35

After eight years living in what must have been

0:34:360:34:39

an extremely unpleasant environment,

0:34:390:34:42

too afraid to ask for assistance,

0:34:420:34:44

the changes that Laura's helped to put in place

0:34:440:34:46

will hopefully have a lasting impact for this tenant.

0:34:460:34:49

It's a real sense of relief that we've got to the stage

0:34:490:34:51

that we have been able to clear the property,

0:34:510:34:53

get the property cleaned and put it back to a normal state for the resident.

0:34:530:34:56

I'm really happy that we've managed to sort it for him,

0:34:560:34:59

and his personal circumstances.

0:34:590:35:01

Now that he's got that place that he can go back to,

0:35:010:35:03

and we can carry on working with him and supporting him as well,

0:35:030:35:07

making sure that he's getting the necessary help

0:35:070:35:10

to make sure we don't go back to that.

0:35:100:35:11

In this particular case, in the resident's own words,

0:35:110:35:15

I was persistent with gaining access to the property

0:35:150:35:18

but it was obvious that there was an issue.

0:35:180:35:20

Initially it was a breach of tenancy, because they're not maintaining their property

0:35:200:35:23

or maintaining their garden, or whatever. But we can't just leave it

0:35:230:35:26

where there's obviously a vulnerability as well.

0:35:260:35:29

There's normally a reason

0:35:290:35:30

that people are shutting themselves away from us,

0:35:300:35:32

there's normally something they don't want us to see.

0:35:320:35:34

And we have to prove that we're there to help,

0:35:340:35:36

we're not just there to come along and...kick them out.

0:35:360:35:38

But we just need people to engage with us and know that ARE there to support them.

0:35:380:35:43

I'm really proud of what me and the team at Hyde have done

0:35:430:35:47

for this resident. I genuinely didn't think that we would get to this point,

0:35:470:35:51

and if we did, that it would take considerably longer than it's taken.

0:35:510:35:53

We've given him a fresh slate to start with -

0:35:530:35:57

we will continue to support him,

0:35:570:35:59

and we've built up a really good relationship

0:35:590:36:01

and he's said that he trusts us now to help him,

0:36:010:36:05

to the point that he's said "If anyone else was in this situation

0:36:050:36:08

"I'd urge them to contact their landlord

0:36:080:36:09

"and ask for help, if they HAVE got themselves into that position."

0:36:090:36:12

Back in Suffolk,

0:36:160:36:18

and housing officer Andrew Weavers has had his hands full

0:36:180:36:21

dealing with anti-social behaviour that's got personal.

0:36:210:36:25

-That neighbour doesn't like me.

-She doesn't like you?

-She hates me.

0:36:250:36:28

-I'm not having her round here.

-No?

0:36:280:36:30

-I mean, I'll tell you right straight.

-OK.

0:36:300:36:33

I'm here to catch up with Andrew,

0:36:330:36:35

to see whether his attempts to keep the peace have held up.

0:36:350:36:38

-Hey, Andrew.

-Hello, mate.

0:36:390:36:41

-How are you? Good to see you, all right?

-Not bad.

0:36:410:36:44

So, there was a good sort of healthy or unhealthy neighbourhood dispute

0:36:440:36:47

-brewing between two sides of the fence.

-Yes.

0:36:470:36:51

Has anything happened in the meantime?

0:36:510:36:53

Well, things had gone fairly quiet, until the weekend.

0:36:530:36:56

On the other side of Mrs Stannard's property is a relative

0:36:560:37:00

of the family that we dealt with before.

0:37:000:37:01

ad a barbecue, which got a little bit out of hand,

0:37:010:37:05

and unfortunately resulted in some barbecued food

0:37:050:37:08

being thrown over the fence.

0:37:080:37:10

So this time, it's not the usual suspects

0:37:100:37:13

that's the source of the sausages.

0:37:130:37:15

Now it's the other neighbouring property -

0:37:150:37:17

another council house - that's causing a headache for Mrs Stannard.

0:37:170:37:19

It's occupied by the brother-in-law of Alison on the other side,

0:37:190:37:23

whose property was the cause of the anti-social behaviour in the first place.

0:37:230:37:26

Do you know what kind of food it was?

0:37:260:37:28

Barbecued sausages and burgers, I would imagine.

0:37:280:37:31

Sausages, possibly burgers, flying over her garden...

0:37:310:37:34

-Yeah.

-..to the other side.

-Yeah.

0:37:340:37:36

It sounds funny, but obviously Mrs Stannard's quite distressed, isn't she, at the moment anyway

0:37:360:37:40

so she's not finding this funny at all.

0:37:400:37:42

She's not finding it funny. She's surrounded by it.

0:37:420:37:45

She's not used to this type of behaviour.

0:37:450:37:47

'It's back to the drawing board for our intrepid housing officer.'

0:37:470:37:51

What your great skill is, Andrew, is calming people down and making them see sense.

0:37:510:37:54

Not too convinced about that at the moment!

0:37:540:37:57

-If anyone can do it, you can.

-Yeah - well, we'll do our best, won't we?

0:37:570:38:00

-Shall we go?

-Yeah, let's.

0:38:000:38:01

Yes, we're returning to sunny Stowmarket,

0:38:030:38:05

and to pay a visit to Mrs Stannard's other neighbour, Leon Jones.

0:38:050:38:10

-Hey!

-Hiya.

-How are you, all right?

0:38:100:38:12

-I'm all right, yeah. How are you?

-Just going to pop and see you.

0:38:120:38:14

I've been dealing with the problems that your sister-in-law

0:38:140:38:17

has been dealing with.

0:38:170:38:18

But then suddenly a barbecue happens here, that gets out of hand.

0:38:180:38:22

-Two or three lads just turned up, not invited...

-Yeah.

0:38:220:38:26

..and they came drunk.

0:38:260:38:30

And...they just started to kick off.

0:38:300:38:34

-You didn't call the police, did you?

-No, Mrs Stannard...

-Yeah.

0:38:340:38:36

Because you're our tenant, anything that happens at your property,

0:38:360:38:39

-you're going to be responsible for.

-Yes.

0:38:390:38:41

We can cope with one-off incidents like this because it's not persistent,

0:38:410:38:44

-but because Mrs Stannard's a bit sensitive at the minute...

-Yeah, she is.

0:38:440:38:48

..I just think we need to sort of get things all nice and calm

0:38:480:38:51

and get people sort of... sort of getting on all right.

0:38:510:38:53

-Yeah. I go round her nearly every day to check on her still...

-Do you?

-..and make sure she's all right.

0:38:530:38:57

-And you'll continue to do that?

-Yeah, that's right. I always do.

0:38:570:39:00

It seems to be another situation that's spun out of control

0:39:010:39:04

due to visitors to the property, rather than the residents.

0:39:040:39:07

But it's still another episode of anti-social behaviour,

0:39:070:39:10

and it's Leon's responsibility.

0:39:100:39:12

That means he's been given a written tenancy warning too.

0:39:120:39:15

How important is this house to you?

0:39:150:39:17

Very important, because I suffer with heart problems

0:39:170:39:21

and blackouts, and that. So I need to be on ground level.

0:39:210:39:24

What's going through your mind, then, when you get that letter?

0:39:240:39:28

What are you worried about?

0:39:280:39:30

That that could go against me, losing my bungalow...

0:39:300:39:35

I'd be on the streets, with my wife and three sons.

0:39:350:39:40

-Yeah. That would be harsh.

-Yeah.

0:39:400:39:43

It's a sobering thought that something as simple as a barbecue

0:39:430:39:46

could spiral out of control,

0:39:460:39:48

to the point where your home is potentially at risk.

0:39:480:39:50

But Andrew has a responsibility to all his tenants,

0:39:500:39:53

and needs to make sure people like Mrs Stannard

0:39:530:39:56

can enjoy a safe and secure place to live.

0:39:560:39:58

-Come in.

-Hello, mate. I've got my friend with me,

0:39:580:40:00

-is that all right?

-Yes.

-Hello, Mrs Stannard. My name's Matt...

0:40:000:40:04

'I'm hoping she's not going to be too scarred

0:40:040:40:06

'reliving the Battle of the Barbecue.'

0:40:060:40:08

So what did you see happening?

0:40:080:40:10

All the burgers and the sausages lying down.

0:40:100:40:12

And because they were coming from that side

0:40:120:40:15

and supposed to go over to that house - but they didn't,

0:40:150:40:18

they landed in the middle.

0:40:180:40:20

They haven't got a big enough throw, to get them over!

0:40:200:40:24

Fortunately she seems to be OK,

0:40:240:40:26

after being caught in culinary crossfire.

0:40:260:40:28

They won't be getting any Olympic medals, then, will they?

0:40:280:40:31

-No, they won't.

-For sausage throwing.

0:40:310:40:33

-You know, that barbecue that they've had is a separate complaint...

-Yeah.

0:40:330:40:36

..and we have dealt with it.

0:40:360:40:38

-To be fair, he was sorry it happened.

-Great.

-He was.

0:40:380:40:41

You wouldn't want them evicted, would you?

0:40:410:40:43

Would you want either side evicted?

0:40:430:40:45

No, I wouldn't. I think it's terrible to be homeless.

0:40:450:40:47

I wouldn't say that.

0:40:470:40:49

I think, as a complaint about certain things that are happening,

0:40:490:40:54

I think we're duty-bound to say we've dealt with it.

0:40:540:40:57

Oh, yes, Andrew. You've done well.

0:40:570:40:59

Yeah? And So I'm going to close it.

0:40:590:41:01

I've changed my telephone number, and I work somewhere else now.

0:41:010:41:05

-Oh... He wouldn't dare!

-CHUCKLING

0:41:050:41:08

'Neighbourly disputes like these can get very messy

0:41:080:41:11

'and difficult to unpick.'

0:41:110:41:13

Lovely to meet you.

0:41:130:41:15

'Being able to have a giggle and smooth things over with Mrs Stannard

0:41:150:41:18

'is a great result for Andrew.'

0:41:180:41:20

I love the cheek. I love it.

0:41:200:41:22

She was upset to start with,

0:41:250:41:27

and then you just gradually work through all the problems

0:41:270:41:30

until they've all gone and disappeared.

0:41:300:41:32

-And then you have a right laugh with her.

-Yeah.

0:41:320:41:34

You know. And it is... I know it's a really simple thing to do,

0:41:340:41:37

but it's actually really difficult because these neighbourly disputes,

0:41:370:41:41

they become complex and tangled and messy, don't they?

0:41:410:41:44

They do. They do, yeah.

0:41:440:41:46

-And you just seem to unpick them very, very easily. Well, skilfully.

-Some of them.

0:41:460:41:50

Doesn't obviously always work in every case,

0:41:500:41:51

cos you have to let people have their say, I think.

0:41:510:41:55

This is a lovely little road,

0:41:550:41:56

we don't have a lot of problems here.

0:41:560:41:59

Alison, she's happy here, she loves it here.

0:41:590:42:02

and everything I've asked her to do, she's done, she's complied with.

0:42:020:42:06

I think what Mrs Stannard has got to realise, she just can't keep looking back,

0:42:060:42:10

she's now got to look forward a bit, I think.

0:42:100:42:13

-Well, let' see if she can do that.

-Shall we?

0:42:130:42:15

A beautiful sunny Suffolk street, it really is very peaceful here.

0:42:210:42:25

And behind me, three homes that have to keep it that way,

0:42:250:42:28

they're inextricably linked.

0:42:280:42:30

Alison on one side, Leon on the other -

0:42:300:42:32

they KNOW they have to get on with Mrs Stannard.

0:42:320:42:36

Not just because it's the right thing to do,

0:42:360:42:37

but also because their tenancies could be at risk if they don't.

0:42:370:42:41

That's why it's important.

0:42:410:42:43

And hopefully, for the moment it seems, Mrs Stannard is now happy.

0:42:430:42:47

Let's hope it stays that way.

0:42:470:42:49

No more flying sausages.

0:42:490:42:51

Well, as we've just seen,

0:42:530:42:55

being a housing officer means a daily dose

0:42:550:42:57

of tough choices and difficult decisions.

0:42:570:43:00

But it's all in a day's work for the men and women

0:43:000:43:03

fighting to ensure we can enjoy a safe place to call home.

0:43:030:43:07

That's it for today, but join me again next time

0:43:070:43:10

where I'll be back on the front line with the housing enforcers.

0:43:100:43:13

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