0:00:02 > 0:00:03That just doesn't quite feel safe.
0:00:03 > 0:00:05'Everyone deserves a safe place to live.'
0:00:05 > 0:00:06What's it like for you living here?
0:00:06 > 0:00:09'But with rents rising and demand increasing,
0:00:09 > 0:00:13'it's getting harder and harder to find a secure place to call home.'
0:00:13 > 0:00:16Passers-by have used these as toilets.
0:00:16 > 0:00:19Out she pops, brandishing a bottle above her head.
0:00:19 > 0:00:23'I'm Matt Allwright, and I'm back with the housing enforcers.'
0:00:23 > 0:00:25There are definitely fleas here. An infestation.
0:00:25 > 0:00:27He was trying to make this into a home,
0:00:27 > 0:00:29and then it just all went...horribly wrong.
0:00:29 > 0:00:33'I'm on the front line with those fighting for the right to decent housing.'
0:00:33 > 0:00:35You can actually see the floorboards.
0:00:35 > 0:00:38'As local councils and housing associations battle
0:00:38 > 0:00:40'problem properties and slum conditions.'
0:00:40 > 0:00:42- You ready for this, are you? - I don't know.
0:00:42 > 0:00:45'As they deal with dodgy landlords...'
0:00:45 > 0:00:46No, that's a dead rat.
0:00:46 > 0:00:48What am I going to do?
0:00:48 > 0:00:49'..nightmare neighbours...'
0:00:49 > 0:00:54All hell broke loose and I could hear somebody screaming. In agony.
0:00:54 > 0:00:55'..and everything in between...'
0:00:55 > 0:00:57- I think that's referred to as a bong.- A bong. Right, OK.
0:00:57 > 0:01:00- A makeshift bong. - Yeah, a makeshift bong.
0:01:00 > 0:01:03'..to help those in need of a happy and healthy home.'
0:01:03 > 0:01:06If there's something strange in your neighbourhood,
0:01:06 > 0:01:07who you gonna call?
0:01:12 > 0:01:16'Today, I meet a family living in squalid conditions.'
0:01:16 > 0:01:18The happiest residents of this property are the rats.
0:01:18 > 0:01:22You might as well hang a sign on the door saying, "Welcome".
0:01:22 > 0:01:25'An elderly couple struggling in a third-floor flat
0:01:25 > 0:01:28'get a helping hand from a pretty awesome daughter-in-law.'
0:01:28 > 0:01:29They think the world of you.
0:01:29 > 0:01:32At the end of the day, it's what you do, isn't it?
0:01:32 > 0:01:34- You're going to start me off. - Not everybody does it.
0:01:34 > 0:01:37You've done a great thing. You've done a superb thing.
0:01:37 > 0:01:40'The writing's on the wall for one household.'
0:01:40 > 0:01:44Clearly, they've went well out of their way to cause damage
0:01:44 > 0:01:46- to the property.- Yeah.
0:01:46 > 0:01:50'And things get nasty between neighbouring tenants.'
0:01:50 > 0:01:51It's a terrible situation,
0:01:51 > 0:01:54because it doesn't take much for it all to go blow up.
0:01:54 > 0:01:55Get rid of him!
0:01:55 > 0:01:58See, now, this doesn't help. This doesn't help, Darren.
0:01:58 > 0:02:02Making sure everyone's got the chance to find and keep a roof
0:02:02 > 0:02:06over their heads is the job of housing officers across the UK.
0:02:06 > 0:02:10I'm working alongside these men and women who use the law
0:02:10 > 0:02:12to make sure we don't live in slums,
0:02:12 > 0:02:16but in homes fit to raise a family or enjoy our retirement.
0:02:16 > 0:02:19They can make sure you have the facilities you need
0:02:19 > 0:02:20as you get older.
0:02:20 > 0:02:24They also have the power to enforce a landlord to sort out
0:02:24 > 0:02:27a dangerous property, or help evict a bad tenant.
0:02:27 > 0:02:29It's definitely a challenging role.
0:02:29 > 0:02:32Welcome to the role of the housing enforcers.
0:02:32 > 0:02:35Here in London, affording a rental property
0:02:35 > 0:02:38has become almost out of reach for those on a limited budget -
0:02:38 > 0:02:42putting a squeeze on demand for the capital's social housing.
0:02:42 > 0:02:46And the challenges of providing a safe and secure home here can become
0:02:46 > 0:02:50even more complicated when a resident's changing circumstances
0:02:50 > 0:02:53make their present living conditions unsuitable.
0:02:53 > 0:02:56Today, I'm in Brent with housing officer Grace Briody,
0:02:56 > 0:02:59to meet an elderly couple in need of some help.
0:03:00 > 0:03:04- INTERCOM CRACKLES - Hi, Mr Brown. It's Grace.
0:03:04 > 0:03:07Mr and Mrs Brown live all the way up on the third floor.
0:03:07 > 0:03:09The couple are both in their 80s and in poor health,
0:03:09 > 0:03:12so climbing these stairs must be a challenge.
0:03:12 > 0:03:15Obviously, something Mr and Mrs Brown will do, you know, daily.
0:03:15 > 0:03:16So...
0:03:16 > 0:03:18I'm a bit out of breath myself!
0:03:20 > 0:03:22- Hello, Mr Brown.- Hello, sir.
0:03:22 > 0:03:24- How are you doing? - Fairly well. Fairly well.
0:03:24 > 0:03:29'It's clear this home has provided more than a few happy memories.'
0:03:29 > 0:03:31Look at that.
0:03:31 > 0:03:33You look fantastic!
0:03:33 > 0:03:35- Oh, wow!- Look at that.
0:03:35 > 0:03:38That's when I finished my exams.
0:03:38 > 0:03:40'Mr Brown suffers with Parkinson's disease,
0:03:40 > 0:03:44'and more recently the illness has started to affect his mobility.'
0:03:44 > 0:03:46Mr Brown, how long have you been in this property?
0:03:46 > 0:03:48Well, I've been in this property 16 years.
0:03:48 > 0:03:51So in that time, how has your health changed?
0:03:51 > 0:03:55Well, my health has changed because I became much older now.
0:03:55 > 0:03:57- When we came here, we were much younger.- Yeah.
0:03:57 > 0:03:59So putting us in the third floor,
0:03:59 > 0:04:02you cannot blame the council for that, because we was younger then.
0:04:02 > 0:04:05But we grew and grew, and got a bit older.
0:04:05 > 0:04:08So which means that we...end up a bit weaker.
0:04:10 > 0:04:14'Mr Brown's deteriorating health is also having an effect on his wife.'
0:04:14 > 0:04:17Mr Brown was talking a little bit about how life
0:04:17 > 0:04:19has been quite difficult.
0:04:19 > 0:04:21Stairs. The stairs.
0:04:21 > 0:04:23Because right now I'm a diabetic, as he is.
0:04:23 > 0:04:25And I've got arthritis.
0:04:25 > 0:04:29My arms and my shoulders are very weak.
0:04:29 > 0:04:30I can't lift things much.
0:04:30 > 0:04:32If you can't lift things,
0:04:32 > 0:04:35- the idea of coming up the stairs with shopping, or...- Oh, it is bad.
0:04:35 > 0:04:38You know, you just have to make yourself do it.
0:04:38 > 0:04:40It's like an assault on Everest! SHE LAUGHS
0:04:40 > 0:04:43'It's clear that Mr and Mrs Brown are struggling,
0:04:43 > 0:04:47'but fortunately Grace has been able to step in and organise a move
0:04:47 > 0:04:49'to a new ground floor flat.'
0:04:49 > 0:04:52Do you think the move is going to change things for you?
0:04:52 > 0:04:56Yes, it will do. You know, everything is on one floor.
0:04:56 > 0:04:59And that helps a mighty lot.
0:04:59 > 0:05:02You just push the trolley in, and no stairs.
0:05:02 > 0:05:04With local authority housing in huge demand,
0:05:04 > 0:05:07securing a move to a new flat is no easy task.
0:05:07 > 0:05:12But Grace was determined to find the Browns a more suitable place
0:05:12 > 0:05:15to live, even enlisting the help of a family member.
0:05:15 > 0:05:17Do you remember, I came to you
0:05:17 > 0:05:19and I said I was going to try and get you moved?
0:05:19 > 0:05:22And I know the thing you were the most scared about was,
0:05:22 > 0:05:23how were you going to move?
0:05:23 > 0:05:24How were you going to get everything done?
0:05:24 > 0:05:27- And that's why we arranged to meet with your daughter-in-law.- Yeah.
0:05:27 > 0:05:30And, obviously, as soon as I met Carol it was,
0:05:30 > 0:05:32"Right, family's taking over."
0:05:32 > 0:05:34Is Carol fixing the flat up to make sure it's right for you?
0:05:34 > 0:05:36She don't want us to come in there.
0:05:36 > 0:05:38- Until it's ready?- Until it's ready. She slept over there last night.
0:05:38 > 0:05:41Went in last week to find Carol in her pyjamas
0:05:41 > 0:05:43- with a paintbrush in her hand. - THEY LAUGH
0:05:43 > 0:05:46Grace and Mr and Mrs Brown's daughter-in-law, Carol,
0:05:46 > 0:05:49have joined up to help make this new move possible.
0:05:49 > 0:05:53There's one area in particular that Mr Brown is looking forward to enjoying.
0:05:53 > 0:05:55Can I just tell them the story of the shed?
0:05:55 > 0:05:57Obviously, I'd said to them it's got a garden.
0:05:57 > 0:06:00Wasn't sure how they'd feel about that, and they really like that.
0:06:00 > 0:06:02So we went out and there's this really nice shed at the back.
0:06:02 > 0:06:05And that was Mr Brown sold, as soon as he seen the shed.
0:06:05 > 0:06:06Shed, every man needs a shed!
0:06:06 > 0:06:10And I remember Mrs Brown said,
0:06:10 > 0:06:12"Oh, this will be really good for putting odds and ends in."
0:06:12 > 0:06:14Mr Brown's response was,
0:06:14 > 0:06:17"No, I'll be putting a chair in here and this is where I come and sit in the summer!"
0:06:17 > 0:06:19- Exactly!- I'll just come out there.
0:06:19 > 0:06:22- Right, lovely to meet you. - I'll see you guys later.
0:06:22 > 0:06:24You don't have to get up, we can see ourselves out.
0:06:24 > 0:06:26Don't worry about that.
0:06:26 > 0:06:29'Grace has worked hard to move Mr and Mrs Brown
0:06:29 > 0:06:31'to more suitable accommodation.'
0:06:31 > 0:06:33At least it's not so hard coming back down.
0:06:33 > 0:06:36'But getting results is a struggle that housing officers
0:06:36 > 0:06:39'across the country have to deal with everyday,
0:06:39 > 0:06:43'because of high demand and increasingly limited funding.'
0:06:43 > 0:06:45This is why I like doing this,
0:06:45 > 0:06:48is because you meet a couple like that and straightaway you can see,
0:06:48 > 0:06:50there's no way they should be there.
0:06:50 > 0:06:52You engage with them, you find out their story.
0:06:52 > 0:06:57You must just want to make their lives better, cos they're so lovely.
0:06:57 > 0:06:59This is where the job gets difficult because, of course,
0:06:59 > 0:07:00of course you want to.
0:07:00 > 0:07:03That doesn't necessarily mean that it's straightforward
0:07:03 > 0:07:04in order to do so.
0:07:04 > 0:07:08'Grace's determination in helping her tenants is hugely impressive,
0:07:08 > 0:07:12'but there someone else equally important who's making it possible.'
0:07:12 > 0:07:15- We think Carol's in there, do we? - Yeah, she is, yeah. I spoke to her.
0:07:15 > 0:07:18'Carol is Mr and Mrs Brown's daughter-in-law.
0:07:18 > 0:07:20'And just around the corner at the new flat,
0:07:20 > 0:07:24'she's been busy preparing for their arrival.'
0:07:24 > 0:07:26- Oh, wow.- This is incredible. - Tried our best.
0:07:26 > 0:07:27So to set the scene,
0:07:27 > 0:07:30when we came to view the property, there was obviously no flooring in,
0:07:30 > 0:07:32because when they empty it, it's all taken up.
0:07:32 > 0:07:35- And all the walls were just sort of magnolia, weren't they?- Yeah.
0:07:35 > 0:07:38- So you've had to literally come in and...- I've gone off magnolia!
0:07:38 > 0:07:39THEY LAUGH
0:07:39 > 0:07:40Smoke-filled magnolia.
0:07:41 > 0:07:44Carol's efforts in helping facilitate this move are all
0:07:44 > 0:07:48the more remarkable, as despite having her own family to look after,
0:07:48 > 0:07:50she's spent the past two weeks here
0:07:50 > 0:07:53helping make this one-bedroom flat into a home.
0:07:55 > 0:07:58This is fantastic, isn't it? You've got a bedroom here.
0:07:58 > 0:08:00So you can wake up in the morning on a nice day like this,
0:08:00 > 0:08:03open up your door, straight onto the garden.
0:08:03 > 0:08:05Going to take great pride in...
0:08:05 > 0:08:06It's going to help him a lot,
0:08:06 > 0:08:08because at the end of the day, with the Parkinson's,
0:08:08 > 0:08:13to give him...some sort of respite,
0:08:13 > 0:08:15- the garden's there for him.- Yeah.
0:08:16 > 0:08:20And of course, let's not forget the most important part of the new flat.
0:08:22 > 0:08:23Every man needs a shed.
0:08:26 > 0:08:28Whoa, look at this!
0:08:29 > 0:08:32HE KNOCKS Solid.
0:08:32 > 0:08:36I'd actually, in some cases, I'd take this over the house.
0:08:37 > 0:08:39I'd live in there, it's lovely.
0:08:39 > 0:08:41'That's enough shed time.
0:08:41 > 0:08:44'Now, some home truths for Carol.'
0:08:44 > 0:08:46You know you're awesome, don't you?
0:08:46 > 0:08:49- Pardon?- You know you're awesome, don't you?- Really?
0:08:49 > 0:08:50They think the world of you.
0:08:50 > 0:08:53You should know that. They probably will say that but, you know,
0:08:53 > 0:08:55it's true. You're pretty awesome.
0:08:55 > 0:08:58At the end of the day, it's just something you do, isn't it?
0:08:58 > 0:09:01- You're going to start me off! - Not everybody does it.- Oh!
0:09:01 > 0:09:03Don't! You've done a great thing.
0:09:03 > 0:09:06You've done a superb thing. You really have.
0:09:10 > 0:09:12They've done for the kids over the years,
0:09:12 > 0:09:14so it's just something to give back, isn't it, really?
0:09:14 > 0:09:17Yeah, but not everybody does it. So...
0:09:18 > 0:09:20You all right?
0:09:20 > 0:09:22I didn't mean to upset you!
0:09:22 > 0:09:24'Right, deep breath, everyone.
0:09:24 > 0:09:27'Time to leave Carol to finish off her preparations.
0:09:27 > 0:09:29'Today's also a reminder, though,
0:09:29 > 0:09:32'of how in places like London, where properties are at a premium,
0:09:32 > 0:09:35'moves like this can be anything but straightforward.'
0:09:35 > 0:09:37Looking at that situation,
0:09:37 > 0:09:40the thing that strikes me is that it absolutely needed you,
0:09:40 > 0:09:43the property to be available,
0:09:43 > 0:09:48and Carol and the rest of the family to make any of that possible.
0:09:48 > 0:09:51Without any one of those three elements,
0:09:51 > 0:09:53the whole thing falls apart and they're looking at much darker,
0:09:53 > 0:09:56- lonelier days, aren't they? - That's the thing.
0:09:56 > 0:09:58If you just literally take Carol out of that equation,
0:09:58 > 0:10:01they would still be sat in that flat and there's no way for them to have been moved.
0:10:01 > 0:10:04They're not going to be able to do that themselves, so yeah,
0:10:04 > 0:10:05it does take a very joint effort,
0:10:05 > 0:10:08and not everyone has access to all of those resources.
0:10:08 > 0:10:11So, yeah, realistically,
0:10:11 > 0:10:15there's probably more situations that aren't resolved than that are.
0:10:17 > 0:10:19Later, I'll be joining Mr and Mrs Brown
0:10:19 > 0:10:21as they settle into their new home.
0:10:30 > 0:10:32Next, we're in the great city of Liverpool.
0:10:32 > 0:10:35Although not anywhere near as pricey as in London,
0:10:35 > 0:10:39the North West is also struggling with a housing crisis all its own,
0:10:39 > 0:10:42with an estimated 10,000 families struggling to keep
0:10:42 > 0:10:44a roof over their heads.
0:10:46 > 0:10:49But what happens when that struggle becomes too much,
0:10:49 > 0:10:52and threatens to land families out on the street?
0:10:52 > 0:10:55Well, those difficult cases can end up on the desk here,
0:10:55 > 0:10:58the headquarters of Shelter Merseyside.
0:10:58 > 0:11:02Sharon and Jo work on the charity's front line services
0:11:02 > 0:11:04and today they've been tipped off
0:11:04 > 0:11:06about a particularly challenging case.
0:11:08 > 0:11:11What are the conditions, the situation for this tenant?
0:11:11 > 0:11:14Is this... Is this private rented accommodation?
0:11:14 > 0:11:17This is a private rented accommodation.
0:11:17 > 0:11:21The referral has come through from the primary school.
0:11:21 > 0:11:23There's a boy who's part of the family,
0:11:23 > 0:11:26- and it's the school that have made the referral.- Really?
0:11:26 > 0:11:30The information they've given us is that there's disrepair.
0:11:30 > 0:11:33Rats in the house.
0:11:33 > 0:11:35Toilet not flushing.
0:11:35 > 0:11:38People think, "Oh, I should be able to manage,"
0:11:38 > 0:11:40or, "I don't want to bother people."
0:11:40 > 0:11:43I mean, sometimes they just don't know that there is help.
0:11:43 > 0:11:45The property is home to a father,
0:11:45 > 0:11:48his 17-year-old son and his young grandson.
0:11:48 > 0:11:51But it's the 17-year-old who's taken on the responsibility
0:11:51 > 0:11:53of supporting the family.
0:11:57 > 0:11:58Morning.
0:11:58 > 0:12:00'They've asked us to conceal their identity,
0:12:00 > 0:12:03'partly out of fear of upsetting their landlord,
0:12:03 > 0:12:06'and perhaps worse, I suspect, also out of embarrassment.
0:12:08 > 0:12:11'It's the teenage son who gives us a guided tour of the problems,
0:12:11 > 0:12:14'starting with rat holes in the kitchen.'
0:12:14 > 0:12:18- OK. So over here, right, when you step in there.- OK.
0:12:18 > 0:12:21- So there is quite a few.- Is that where you think the rats are coming?
0:12:21 > 0:12:24Yeah. And then there's more in the bathroom.
0:12:24 > 0:12:28- There are more rat holes.- OK. Are you OK for us to have a look?- Yeah.
0:12:28 > 0:12:30They don't need a lot of room to get through, rodents.
0:12:30 > 0:12:32This is the biggest one.
0:12:32 > 0:12:33Have you seen them running around?
0:12:33 > 0:12:35My dog caught one, like, literally right there.
0:12:35 > 0:12:38- OK.- So it was quite big.
0:12:38 > 0:12:41And then you could hear them jumping from the top to down,
0:12:41 > 0:12:42climbing in the walls.
0:12:42 > 0:12:44Especially here.
0:12:44 > 0:12:45OK.
0:12:45 > 0:12:47'A kitchen riddled with vermin doesn't provide much
0:12:47 > 0:12:49'in the way of comfort.
0:12:49 > 0:12:51'And it's not the only thing that would prevent you from
0:12:51 > 0:12:53'safely preparing a meal here.'
0:12:53 > 0:12:55- Have you got any light in here at all?- No.
0:12:55 > 0:12:57- You've got no lighting here? - There is no light?
0:12:57 > 0:13:01You've got no smoke detectors in here, nothing of that sort?
0:13:01 > 0:13:03And you've got a wire sticking out the wall there.
0:13:03 > 0:13:05So you've no cooker in here, have you?
0:13:05 > 0:13:09So you've no sort of proper cooking facilities either, have you?
0:13:09 > 0:13:12So, now, at the moment, your cooking arrangements are...
0:13:12 > 0:13:14It's all in here. It's all in here.
0:13:14 > 0:13:16This is where we keep everything.
0:13:16 > 0:13:19- It's like camping in your front room.- It's really embarrassing.
0:13:19 > 0:13:21I'm very embarrassed for myself.
0:13:21 > 0:13:24- No, you shouldn't be. That's not... - But there's no other way.
0:13:24 > 0:13:26'It doesn't end there.
0:13:26 > 0:13:29'Outside, the badly maintained drains were causing raw sewage
0:13:29 > 0:13:32'to flood the garden - another significant health hazard.
0:13:32 > 0:13:35'Although the landlord has addressed the worst of it,
0:13:35 > 0:13:38'it doesn't make me feel much safer.'
0:13:38 > 0:13:41This is a... This is a pretty shocking property.
0:13:41 > 0:13:42Um...
0:13:42 > 0:13:45It's bereft of basically most of the things that you need
0:13:45 > 0:13:48to be able to...to live.
0:13:48 > 0:13:53The kitchen is unusable because, clearly, rats have been getting in.
0:13:53 > 0:13:55So you wouldn't want to cook anything in there,
0:13:55 > 0:13:58if there was a way to cook.
0:13:58 > 0:14:01There is no cooker. There's no oven, there's no hob.
0:14:01 > 0:14:03Erm...
0:14:03 > 0:14:05You can just about wash dishes.
0:14:05 > 0:14:08I suppose.
0:14:08 > 0:14:10But the happiest residents of this property are the rats.
0:14:10 > 0:14:14Because they've got a free run of the place.
0:14:14 > 0:14:17You might as well hang a sign on the door saying, "Welcome."
0:14:17 > 0:14:20All the drains from the back garden are uncovered.
0:14:20 > 0:14:24Then there are holes throughout the back wall
0:14:24 > 0:14:26where they can happily come in.
0:14:26 > 0:14:30And, you know, nice, warm, supply of food.
0:14:30 > 0:14:31All the things they like.
0:14:33 > 0:14:37'It's clear no family should be living in conditions like this,
0:14:37 > 0:14:39'especially with a young child.'
0:14:40 > 0:14:44'And as we head upstairs, it gets even worse.'
0:14:44 > 0:14:46- Oh, my God! - There's no bedroom door.
0:14:46 > 0:14:48So this is the son's bedroom,
0:14:48 > 0:14:51and as soon as we come in, there's the combi boiler,
0:14:51 > 0:14:53which we know has not been working properly.
0:14:53 > 0:14:55- No.- It's in the bedroom.
0:14:55 > 0:14:57Flashing away there.
0:14:57 > 0:15:01No carbon monoxide detectors, which, because it's in a bedroom...
0:15:01 > 0:15:03- It's only two bedrooms here, aren't there?- Yeah.
0:15:03 > 0:15:07So the eight-year-old has either got to be in there, or in here.
0:15:07 > 0:15:10- So they are actually overcrowded. - They're overcrowded.- Yeah.
0:15:10 > 0:15:13'This is definitely not how a teenager's bedroom should look.
0:15:13 > 0:15:16'Instead of posters on the wall, there's a boiler.
0:15:16 > 0:15:20'The whole scene feels desperate.'
0:15:20 > 0:15:23- The place is clearly being plagued by rats.- Yeah.
0:15:23 > 0:15:26Raw sewage in the back garden!
0:15:26 > 0:15:28Kitchen's completely unworkable.
0:15:28 > 0:15:32- It's just apparent that this is not an OK environment...- No.
0:15:32 > 0:15:35- ..for anyone to live in, but we've got an eight-year-old child.- Yeah.
0:15:35 > 0:15:39'To top it all off, the recent death of the mother in the family
0:15:39 > 0:15:41'has left them struggling to pay the rent -
0:15:41 > 0:15:44'even on a property as terrible as this.
0:15:44 > 0:15:46'It's left the eldest son shouldering
0:15:46 > 0:15:49'the main financial responsibility.'
0:15:50 > 0:15:53It seems that things were going pretty well in this family
0:15:53 > 0:15:55until they lost the mum.
0:15:55 > 0:15:58- And then the loss of income and benefits...- Yeah.
0:15:58 > 0:16:03..from her side has just given them almost no choice about properties,
0:16:03 > 0:16:05- accommodation.- No.
0:16:05 > 0:16:07You know, you do have to let the benefit agencies know
0:16:07 > 0:16:11to have another assessment on what you're entitled to.
0:16:11 > 0:16:13But if you are grieving,
0:16:13 > 0:16:16- it's not necessarily the first thing that you think to do.- No.
0:16:16 > 0:16:19You know, you're looking after your dad, who's probably in seven shades
0:16:19 > 0:16:22- of trauma.- Exactly. That's it. You're not going to be thinking,
0:16:22 > 0:16:24"Do you know what I need to do? Get a benefit check."
0:16:24 > 0:16:27He's working 74 hours a week, he's 17.
0:16:27 > 0:16:29He should be playing football in the park with his mates.
0:16:29 > 0:16:33- He should be out.- He should have a part-time job and...
0:16:33 > 0:16:36he shouldn't have all this responsibility on him.
0:16:37 > 0:16:40Later on, we find out that despite his best efforts,
0:16:40 > 0:16:44the teenage boy's actions have potentially made the situation worse.
0:16:44 > 0:16:47He hired private bailiffs to get us out.
0:16:47 > 0:16:49Why would he choose to evict you?
0:16:49 > 0:16:53- Because I've been refusing to pay him.- OK.
0:16:59 > 0:17:01The work of a housing officer is about much more
0:17:01 > 0:17:05than dealing with dodgy landlords and leaking roofs.
0:17:05 > 0:17:08Sometimes they're faced with disputes between the tenants themselves -
0:17:08 > 0:17:11all of which need to be dealt with carefully.
0:17:12 > 0:17:16In Suffolk, community housing officer Andrew Weavers
0:17:16 > 0:17:18is well used to playing peacekeeper.
0:17:21 > 0:17:24I've had a phone call from a lady who's...
0:17:25 > 0:17:29..a bit worried about her neighbour, who's reported her to the police
0:17:29 > 0:17:31about various different things.
0:17:31 > 0:17:36So I'm really going out there to do a bit of a fact-finding mission
0:17:36 > 0:17:39and see what's going on, and see if we can pour some cold water over it.
0:17:39 > 0:17:41Otherwise, it gets out of hand
0:17:41 > 0:17:45and then the problems then sort of get bigger.
0:17:45 > 0:17:49Getting on with your neighbours is an important part of being a good tenant.
0:17:49 > 0:17:51And if disputes get out of control,
0:17:51 > 0:17:53they can lead to eviction proceedings.
0:17:53 > 0:17:56Hi, boss. How are you? Just checking up on you, really.
0:17:56 > 0:17:58'Laura lives here with her daughter,
0:17:58 > 0:18:01'and says the trouble began when her short relationship with Ben,
0:18:01 > 0:18:03'who lives in the flat above, came to an end.
0:18:03 > 0:18:08'That's when her friend and next-door neighbour, Darren, got involved.'
0:18:08 > 0:18:12- Now, your problem at the minute now is with Ben upstairs.- Mm-hm.
0:18:12 > 0:18:17- Now, something must have happened, because everyone was friends.- Mmm.
0:18:17 > 0:18:18So what happened?
0:18:18 > 0:18:21He's come down, "Rah, rah, rah," in Laura's face.
0:18:21 > 0:18:25So I've told him straight up, straight to the point,
0:18:25 > 0:18:28"You move, she wants you out your house, leave."
0:18:28 > 0:18:32- But he wouldn't.- OK. So he was here? - Yeah.- And you've asked him to leave?
0:18:32 > 0:18:37- Yeah.- And he didn't like that?- No. - And what he did then was what?
0:18:37 > 0:18:41Couple of days later, at half-past two, police knocking at my door.
0:18:41 > 0:18:43The call came from his phone.
0:18:43 > 0:18:46He's still denying it now.
0:18:46 > 0:18:48And then to make matters worse,
0:18:48 > 0:18:51following day, I had a call from social services.
0:18:51 > 0:18:53- So you think he's rung social services?- Mm-hmm.
0:18:53 > 0:18:57- And sort of made an allegation. Yeah?- Yeah.- Yeah, OK.
0:18:57 > 0:19:01Apart from that, he hasn't physically done anything, he's just gone.
0:19:01 > 0:19:04He's just... He's just... Got a bit...
0:19:04 > 0:19:08- Got upset with you.- Yeah. - And he's made these phone calls.
0:19:08 > 0:19:11With allegations being made and emotions running high,
0:19:11 > 0:19:12Andrew has to tread carefully.
0:19:12 > 0:19:15Plus, he needs to consider the impact of the dispute
0:19:15 > 0:19:17on the other tenants.
0:19:18 > 0:19:22Hopefully, a little diplomacy will do the trick.
0:19:22 > 0:19:24What I want to do is, I want to make sure everything...
0:19:24 > 0:19:26Like I normally do when I come and see everyone,
0:19:26 > 0:19:30try to make everything calm and...
0:19:30 > 0:19:34- I can go and have a word... - Yeah.- ..with Ben, and talk to him.
0:19:34 > 0:19:38But if you've got any... If there's any safety issues, any problems,
0:19:38 > 0:19:40- you must let the police know.- Yeah.
0:19:40 > 0:19:43It's a situation that could easily spiral out of control -
0:19:43 > 0:19:46not least because Andrew's been called out previously
0:19:46 > 0:19:48to talk to Darren about his behaviour.
0:19:48 > 0:19:50Over the last few months, I have been here, haven't I?
0:19:50 > 0:19:52Dealing with various different problems.
0:19:52 > 0:19:55And you, yourself, didn't you,
0:19:55 > 0:19:58you had an issue and a temper and we've calmed you down, haven't we?
0:19:58 > 0:20:01And you're still calm. Aren't you?
0:20:01 > 0:20:03As calm as what I can be,
0:20:03 > 0:20:05given the circumstances and the situation with...
0:20:05 > 0:20:08- Yeah, but that's changed since I've been here, hasn't it?- Yeah.
0:20:08 > 0:20:10Because everyone was friendly when I was last here.
0:20:10 > 0:20:12So what would you like me to do?
0:20:13 > 0:20:14As your housing officer?
0:20:14 > 0:20:16Do you want me to go and have a word with Ben
0:20:16 > 0:20:18and tell him to try and stay away?
0:20:18 > 0:20:21Obviously, I want everyone to live happily ever after,
0:20:21 > 0:20:24but that ain't going to happen, is it?
0:20:24 > 0:20:26I don't suppose he's in, is he, at the minute?
0:20:26 > 0:20:28- Probably.- Is he? - Yeah, he is up there.
0:20:28 > 0:20:31Do you... Do you want me to go and have a word?
0:20:31 > 0:20:32- You can have a chat with him.- Yeah?
0:20:32 > 0:20:37OK, I'll go and have a quick word with Ben. He's upstairs, isn't he?
0:20:37 > 0:20:40- So, fingers crossed, yeah. - Yeah.- Brilliant. Lovely job.
0:20:40 > 0:20:44Well done. And you keep things as they are, keep cool, yeah?
0:20:44 > 0:20:46- I will do.- Well done. See you later.
0:20:46 > 0:20:48- See you later. Thank you. - Bye. Thank you.
0:20:50 > 0:20:52Well, it seems to have quietened down a little bit,
0:20:52 > 0:20:56but it's obviously a bit of a fallout, just as I expected.
0:20:56 > 0:20:59Alcohol's been involved, they were good friends, they've fallen out.
0:20:59 > 0:21:01And, um...
0:21:01 > 0:21:04the gentleman upstairs probably hasn't, erm,
0:21:04 > 0:21:07liked the fact that he's been asked to leave the flat.
0:21:07 > 0:21:09So there's been a bust-up due to alcohol,
0:21:09 > 0:21:12but that's one side of the story.
0:21:12 > 0:21:13It's a terrible situation,
0:21:13 > 0:21:16because it doesn't take much for it all to go blow up.
0:21:16 > 0:21:20So it's managing it quite gently, really, is the trick.
0:21:21 > 0:21:24Later on, Andrew discovers that managing it gently
0:21:24 > 0:21:26is harder than it appears.
0:21:26 > 0:21:28- Get rid of him! - No, don't... You see, no.
0:21:28 > 0:21:32- You see...- Because he wants to move, but the only reason us...
0:21:32 > 0:21:35Laura wants to move and Carla wants to move is because...
0:21:35 > 0:21:37Darren. Darren. Darren. See, now, this doesn't help.
0:21:37 > 0:21:38This doesn't help, Darren.
0:21:38 > 0:21:41Defending our right to a safe place to live
0:21:41 > 0:21:44is the job of housing officers right across the UK.
0:21:44 > 0:21:49It's unusual for us to find a tenanted property in this condition.
0:21:49 > 0:21:54'I'm working alongside the men and women that do exactly that.'
0:21:54 > 0:21:57There's a window open there as well.
0:21:57 > 0:21:59Oh, it's not so bad. I've seen worse.
0:21:59 > 0:22:00'Hitting the streets,
0:22:00 > 0:22:02'finding out what's happening on the front line...'
0:22:02 > 0:22:06The smell round here is really strong.
0:22:06 > 0:22:09'..as we make sure a house is a fit place to call a home.'
0:22:09 > 0:22:13- Oh, so you've got a choice! - Yeah. Tomahawk of some sort.
0:22:13 > 0:22:15Choice of the tomahawk...
0:22:15 > 0:22:17or the bayonet!
0:22:17 > 0:22:20It absolutely pen and inks under there.
0:22:25 > 0:22:27Back in the North West, in Liverpool,
0:22:27 > 0:22:32and I'm with housing support workers Sharon Cotterall and Jo Lamb.
0:22:32 > 0:22:33They're from Shelter Merseyside,
0:22:33 > 0:22:35the charity that confronts homelessness
0:22:35 > 0:22:37in all its shapes and forms.
0:22:37 > 0:22:39They're often referred cases that are so desperate
0:22:39 > 0:22:43that councils and other housing organisations struggle to help.
0:22:43 > 0:22:46And they don't come much more desperate than this property.
0:22:46 > 0:22:48Is that where you think the rats are coming?
0:22:48 > 0:22:50This is the biggest one.
0:22:50 > 0:22:53A quick and depressing tour of the premises
0:22:53 > 0:22:55revealed a whole host of issues.
0:22:55 > 0:22:57Even worse, after losing his mother,
0:22:57 > 0:23:00the responsibility of keeping a roof over the heads of the family
0:23:00 > 0:23:04has fallen onto the shoulders of the 17-year-old son.
0:23:04 > 0:23:07A young child also shares these awful conditions,
0:23:07 > 0:23:10and that's led to conflict with the landlord.
0:23:10 > 0:23:14He hired private bailiffs to get us out.
0:23:14 > 0:23:15Why would he choose to evict you?
0:23:15 > 0:23:18Because I'd been refusing to pay him.
0:23:18 > 0:23:21It's not an uncommon reaction.
0:23:21 > 0:23:23If you feel your landlord isn't helping you out,
0:23:23 > 0:23:25why pay for the privilege?
0:23:25 > 0:23:26But in this case,
0:23:26 > 0:23:29the landlord could also claim that he's refusing to carry out
0:23:29 > 0:23:32the much-needed repairs because he's not getting rent.
0:23:32 > 0:23:35Whether you accept that is one thing, but refusing to pay rent
0:23:35 > 0:23:38leaves a tenant in a very precarious position.
0:23:38 > 0:23:42The issue you've got with that at the moment, which is a concern,
0:23:42 > 0:23:44is that if you're more than...
0:23:44 > 0:23:46either eight weeks or more than eight weeks in arrears,
0:23:46 > 0:23:49then a landlord can take you to court to evict you
0:23:49 > 0:23:53on grounds that you're not paying your rent, and that's a worry.
0:23:53 > 0:23:56We would always say, even if the repairs are outstanding,
0:23:56 > 0:23:57to continue to pay.
0:23:57 > 0:24:00What you don't want is to be evicted quite quickly
0:24:00 > 0:24:01on grounds of rent arrears,
0:24:01 > 0:24:05even though we can see clearly this isn't a clean-cut situation.
0:24:05 > 0:24:09I completely understand your reluctance to pay him
0:24:09 > 0:24:12when you are in this situation,
0:24:12 > 0:24:15but sometimes, it's the best thing for you.
0:24:15 > 0:24:17If the rent's not paid for more than two months,
0:24:17 > 0:24:21the landlord has legal grounds to evict at short notice
0:24:21 > 0:24:24before the end of the tenancy agreement.
0:24:24 > 0:24:27Jo and Sharon are here to try and stop that from happening,
0:24:27 > 0:24:30but looking through the recent paperwork from the landlord,
0:24:30 > 0:24:32things might be further along than they feared.
0:24:32 > 0:24:34OK, he has served a section eight.
0:24:34 > 0:24:37And it said the tenant has unpaid rent arrears,
0:24:37 > 0:24:39and they're saying, of £1,275.
0:24:39 > 0:24:41He has withheld payments
0:24:41 > 0:24:44because the landlord refuses to carry out repairs.
0:24:44 > 0:24:47So he's put in writing that he's refusing to carry out repairs.
0:24:47 > 0:24:52What we need to do, as a matter of urgency, is get this to our legal.
0:24:52 > 0:24:55'The family is now at real risk of eviction.
0:24:55 > 0:24:58'Despite the eldest son's best efforts,
0:24:58 > 0:25:01'withholding rent has given the landlord more power
0:25:01 > 0:25:04'and this now means the whole family could end up on the streets.
0:25:04 > 0:25:08'Time for Sharon to get them all together and come up with a plan.'
0:25:08 > 0:25:11So, Sharon, will you be asking him to just deal with Shelter, with you,
0:25:11 > 0:25:12from now on?
0:25:12 > 0:25:15What I'd like to do is give him a call and tell him that
0:25:15 > 0:25:18I'm going to be supporting you with your housing situation,
0:25:18 > 0:25:21that we're looking to resolve the situation
0:25:21 > 0:25:24and that if he wants to contact you regarding rent,
0:25:24 > 0:25:28repairs or anything, that he should direct all of that to myself
0:25:28 > 0:25:32- and not contact you direct. Is that OK?- That's completely fine.
0:25:32 > 0:25:34'This is a truly desperate case.
0:25:34 > 0:25:37'Hopefully Sharon and Jo can ease the burden
0:25:37 > 0:25:39'this teenager is shouldering.
0:25:39 > 0:25:41'But you can only feel sympathy for his predicament.'
0:25:41 > 0:25:45When I was 17, I was just thinking about exams and girls, guitars...
0:25:45 > 0:25:47That was it.
0:25:47 > 0:25:49It feels like, at the moment, you have to look after your dad,
0:25:49 > 0:25:52you've got this crazy hours job, you know.
0:25:52 > 0:25:55- The house to pay.- You've got the house to pay.- Repairs.
0:25:55 > 0:25:57I'm feeling like a 40-year-old man.
0:25:57 > 0:25:59In a way, it's feeling too much,
0:25:59 > 0:26:01but it's also feeling like it's a normal thing now.
0:26:01 > 0:26:04- Yeah.- Like, "Gee, I just have to get over it."
0:26:07 > 0:26:09There's so much that needs to be fixed here, you know,
0:26:09 > 0:26:11but there are people that can help you.
0:26:11 > 0:26:13- I just want you to know that. - Thank you.
0:26:13 > 0:26:15They're going to be looking out for you
0:26:15 > 0:26:18and they're going to be trying to fix this as much as can be fixed.
0:26:18 > 0:26:20I appreciate you guys coming out.
0:26:21 > 0:26:22At the end of the day,
0:26:22 > 0:26:25I'm really embarrassed about this is where I live.
0:26:25 > 0:26:27Don't be embarrassed, OK?
0:26:27 > 0:26:30Because you're doing phenomenally well with what you've got.
0:26:30 > 0:26:35You know, you're looking after your dad. It's a big ask, so, respect.
0:26:35 > 0:26:37- Thank you very much. - All right, then.
0:26:44 > 0:26:47If you put yourself in the shoes of our tenant there,
0:26:47 > 0:26:49he's lost his mum,
0:26:49 > 0:26:54has ended up in a property with a landlord who says he's going to fix things, but doesn't.
0:26:54 > 0:26:59He's working a 74-hour week, at 17, for under minimum wage,
0:26:59 > 0:27:01to try and keep things together,
0:27:01 > 0:27:07and it really feels like he's just got far too much on his plate.
0:27:07 > 0:27:09And hopefully, Shelter, the guys,
0:27:09 > 0:27:12are going to be able to provide some of what he needs,
0:27:12 > 0:27:14and some of that responsibility can be taken off his shoulders,
0:27:14 > 0:27:16because he's too young for it.
0:27:20 > 0:27:23Unfortunately, we've been unable to reach the landlord
0:27:23 > 0:27:25to ask him about the condition of that property,
0:27:25 > 0:27:29but the good news is that thanks to the intervention of Shelter,
0:27:29 > 0:27:32the family has now managed to move to a brand-new home -
0:27:32 > 0:27:35one that's a lot more comfortable and safer.
0:27:35 > 0:27:37And after enduring such a tough time,
0:27:37 > 0:27:41it's also great to report the family is both happy and relaxed.
0:27:41 > 0:27:42We wish them well.
0:27:51 > 0:27:55Yes, as you may have worked out, we're in the North East of England.
0:27:55 > 0:27:56That's the Angel of the North.
0:27:56 > 0:27:59So what does that mean in terms of housing?
0:27:59 > 0:28:02Well, the little bit I've found out is that compared to other parts of
0:28:02 > 0:28:06the country, here, there is slightly more social housing on offer
0:28:06 > 0:28:09than you may find elsewhere that we visited.
0:28:09 > 0:28:14Does that mean that there are now no housing problems
0:28:14 > 0:28:15in the North East of England?
0:28:15 > 0:28:17I think we should find out.
0:28:20 > 0:28:24And helping me with that question is housing officer Liam Hill.
0:28:26 > 0:28:28Where are we headed today, what are you thinking?
0:28:28 > 0:28:30We are heading to the east end of Hexham,
0:28:30 > 0:28:33and the former tenant
0:28:33 > 0:28:35was evicted for rent arrears.
0:28:36 > 0:28:40So I'm not expecting it to be in the best of condition.
0:28:40 > 0:28:43So, rent arrears, with that, then, comes what?
0:28:43 > 0:28:47A degree of disengagement, is that the right term?
0:28:47 > 0:28:49Maybe they've stopped playing ball,
0:28:49 > 0:28:52or caring about the state of the flat?
0:28:52 > 0:28:54Yeah. Yeah, that's typically the case.
0:28:54 > 0:28:58So we'd expect possibly some repairs to do.
0:28:58 > 0:29:01So what would the timescale be, usually, then?
0:29:01 > 0:29:04What would you be looking to do with a place to get it out
0:29:04 > 0:29:06as quickly as possible?
0:29:06 > 0:29:09It varies, depending on what work's involved.
0:29:09 > 0:29:11So the longest would be 28 days.
0:29:13 > 0:29:14'After hearing Liam's description,
0:29:14 > 0:29:17'I'm not expecting the place to look like a palace.'
0:29:18 > 0:29:22'But even given our low expectations, I'm pretty shocked.'
0:29:22 > 0:29:24Right.
0:29:27 > 0:29:28This is pretty bad.
0:29:32 > 0:29:35There's a bit of classic graffiti there.
0:29:36 > 0:29:40So, that's a parting shot, basically, is it, from the tenant?
0:29:40 > 0:29:44Yeah, in an eviction, you would expect, you know,
0:29:44 > 0:29:48- furniture and some possessions to be left, but...- Yeah.
0:29:48 > 0:29:50Clearly, they've went well out of their way
0:29:50 > 0:29:53- to cause damage to the property.- Yeah.
0:29:53 > 0:29:55And vandalise it.
0:29:55 > 0:29:58It's interesting, because it looks like they've done their own artwork
0:29:58 > 0:30:01on the walls at some point as well.
0:30:01 > 0:30:03And it's not bad!
0:30:03 > 0:30:05Before the graffiti,
0:30:05 > 0:30:09it seems like there was quite a bit of artistry going on in this place.
0:30:09 > 0:30:12So the kitchen, again, just full of trash.
0:30:15 > 0:30:18That's the strange thing about this place, is there's actually
0:30:18 > 0:30:22quite a lot of work has gone into making it look really nice.
0:30:22 > 0:30:26But, obviously, circumstances have changed at some point.
0:30:26 > 0:30:30And...the rent's not been paid.
0:30:30 > 0:30:33And it's been... it's been abandoned.
0:30:33 > 0:30:35Shall we have a look upstairs?
0:30:39 > 0:30:41That explains a lot,
0:30:41 > 0:30:44because there's quite a strong smell of cats in here.
0:30:44 > 0:30:48I'm guessing this isn't an attempt at a modern art installation.
0:30:48 > 0:30:51So, it's sort of... It's bizarre, isn't it?
0:30:51 > 0:30:52You come in somewhere like this,
0:30:52 > 0:30:55and you can see someone who's effectively just left their life,
0:30:55 > 0:30:59you know, and everything that went with it, a lot of, you know...
0:30:59 > 0:31:03would have been valuable stuff that they just seem to have dropped.
0:31:03 > 0:31:04Yeah, yeah. Of course.
0:31:04 > 0:31:07You wonder where they went to, as well, when they've left all,
0:31:07 > 0:31:09- you know, the furniture and possessions behind.- Yeah.
0:31:09 > 0:31:12So looking around the place, what do you make of it?
0:31:12 > 0:31:14I mean, I suppose your main concern is, structurally, how it is?
0:31:14 > 0:31:18Yeah. Structurally, it's fine.
0:31:19 > 0:31:21What we need to do, though, is still carry out a survey on it.
0:31:21 > 0:31:23But with the amount of stuff that's in here, you can't do it.
0:31:23 > 0:31:25So we'll take some photographs,
0:31:25 > 0:31:27arrange to get it cleared by the end of the week.
0:31:27 > 0:31:30We'll come back when it's in a bit of a better condition,
0:31:30 > 0:31:31we'll carry out the survey.
0:31:31 > 0:31:33OK, so the things in here that might be of value,
0:31:33 > 0:31:36- how do you deal with that? - Everything just goes to the tip.
0:31:36 > 0:31:38- Does it?- Yeah.
0:31:38 > 0:31:41- So it just has to be trashed and start again.- Yeah.
0:31:41 > 0:31:43And then, some weird things in here.
0:31:45 > 0:31:47- What is that for? - I just noticed that, yeah.
0:31:47 > 0:31:48It looks like somebody's had a drip,
0:31:48 > 0:31:51and there's even a thing to support it
0:31:51 > 0:31:54as if that's like a long-term thing.
0:31:54 > 0:31:57You do sort of start to put together the story of what...
0:31:57 > 0:32:00- the life that people might have had here.- Yeah.
0:32:00 > 0:32:03And try and make sense of it, don't you?
0:32:03 > 0:32:06'Despite the mess, this house is in pretty good shape
0:32:06 > 0:32:08'and should be providing a family in the North East
0:32:08 > 0:32:11'with a safe and secure home.'
0:32:11 > 0:32:14But I suspect Liam's going to have his work cut out getting it turned
0:32:14 > 0:32:17around, especially after we take a look in the garden.
0:32:19 > 0:32:21This is the bit that upsets me a little bit,
0:32:21 > 0:32:25because he's clearly a biker and so we've got bike jumble parts here.
0:32:25 > 0:32:29Bits of exhaust, tyres.
0:32:30 > 0:32:34Bits of tools, even. You know, he's left his tool box.
0:32:34 > 0:32:37That can't be right. You don't think there's a motorcycle in there
0:32:37 > 0:32:40- somewhere, do you? - I think there could be.
0:32:40 > 0:32:45I get the feeling that that lawn mower is not going to cut it any more - quite literally!
0:32:45 > 0:32:48It's not going to work its way through this. So what's the arrangement?
0:32:48 > 0:32:50Along with the clearance, we'll arrange for this to be cut back
0:32:50 > 0:32:53and we'll maintain it until the new tenant moves in.
0:32:53 > 0:32:55Does the tenant then have the responsibility to look after
0:32:55 > 0:32:58this stuff? Because, obviously, you're not on them the whole time,
0:32:58 > 0:33:02you're not checking, doing regular inspections necessary, are you, with the tenant?
0:33:02 > 0:33:04No, they do have a responsibility to maintain their gardens
0:33:04 > 0:33:05and take care of the property.
0:33:05 > 0:33:09And then with this tenant whose rent arrears have built up,
0:33:09 > 0:33:13would you chase them for that, or is that...
0:33:13 > 0:33:14is that the end of the story, really?
0:33:14 > 0:33:18Yeah, well, it depends where they've moved to,
0:33:18 > 0:33:20but that recharge would stay on the system.
0:33:20 > 0:33:23So if they wanted to be rehoused with you guys,
0:33:23 > 0:33:26they'd have the sort this out first before they'd ever get a chance to do that?
0:33:26 > 0:33:28Basically, they'd have to pay off those recharges.
0:33:28 > 0:33:30It's kind of slamming the door behind you a bit, isn't it,
0:33:30 > 0:33:32in terms of housing options,
0:33:32 > 0:33:35if you leave a place like this, you actually...
0:33:35 > 0:33:37- You guys have a lot of properties.- Yeah.
0:33:37 > 0:33:40- How many have you got across the area?- About 14,000.
0:33:40 > 0:33:43Like you say, you're severely restricting your options, aren't you?
0:33:43 > 0:33:47- Should have used the mower a bit more.- Should have, yeah.
0:33:47 > 0:33:49'If Liam can track down the tenant,
0:33:49 > 0:33:53'there's a chance of getting them to pay up for the damage they caused.
0:33:53 > 0:33:56'But it's a slim chance, and it's more likely the cost will be borne
0:33:56 > 0:33:58'by the housing association.'
0:33:58 > 0:34:01What's the process, then, what happens next?
0:34:01 > 0:34:05Get this cleared as soon as possible, get it surveyed,
0:34:05 > 0:34:08arrange for any remedial work to be carried out to bring it back up
0:34:08 > 0:34:11to the lettable standard so it's in good condition for the new tenant.
0:34:11 > 0:34:14And despite there being more social housing available in the North East
0:34:14 > 0:34:15than the national average,
0:34:15 > 0:34:18cases like this prove that the struggle to provide safe,
0:34:18 > 0:34:21secure and affordable homes still remains.
0:34:26 > 0:34:28Meanwhile, back in Suffolk,
0:34:28 > 0:34:31housing officer Andrew Weavers was doing his best
0:34:31 > 0:34:35to keep the peace with a set of former friends and neighbours.
0:34:35 > 0:34:39Your problem at the minute now is with Ben upstairs.
0:34:39 > 0:34:43Now, something must have happened, because everyone was friends.
0:34:43 > 0:34:45So what's happened?
0:34:45 > 0:34:48He's had too much to drink, because he's locked himself away,
0:34:48 > 0:34:52he's come down, "Rah, rah, rah," in Laura's face.
0:34:52 > 0:34:55After hearing allegations against Ben, the tenant upstairs,
0:34:55 > 0:34:57Andrew's gone to investigate.
0:34:58 > 0:35:00It's Andrew, Ben.
0:35:02 > 0:35:05Hello, Ben. What's going on?
0:35:06 > 0:35:08I've had a chat with them downstairs
0:35:08 > 0:35:11and I can tell there's been an issue, right?
0:35:11 > 0:35:13And I think they've asked you to...
0:35:13 > 0:35:16I think at one point they've asked you to leave the flat.
0:35:16 > 0:35:21And there's been, allegedly, that you've sort of sent some...
0:35:21 > 0:35:24You've rung the police about them.
0:35:24 > 0:35:28- Well, yeah.- Yeah. What happened, where did it all go wrong?
0:35:28 > 0:35:31Well, we just finished, really.
0:35:31 > 0:35:34- And then...- So you were in a relationship? Or sort of.
0:35:34 > 0:35:37- For about a month and a half.- Yeah.
0:35:37 > 0:35:39But what happened was, was we finished and then there was a little bit,
0:35:39 > 0:35:42the following day, she got with one of the other neighbours.
0:35:42 > 0:35:44Cut a long story short with all that,
0:35:44 > 0:35:46- there was a complaint to social services.- Right.
0:35:46 > 0:35:49- And they believe it's come from me, but it hasn't.- No.
0:35:49 > 0:35:51- So that's what's really escalated. - OK.
0:35:51 > 0:35:54What I don't want to do is, I don't want it to all kick off.
0:35:54 > 0:35:57Ben says he's worried that things could turn nasty
0:35:57 > 0:36:00and end up in a physical altercation.
0:36:00 > 0:36:03- If anything does kick off, let me know.- Yeah, I will do.
0:36:03 > 0:36:06Because that will put everyone else's tenancy at risk.
0:36:06 > 0:36:11If they do anything to you, not only they'll be arrested,
0:36:11 > 0:36:15that'll be a criminal offence and their tenancy will be at risk,
0:36:15 > 0:36:19because that could be that I serve a notice on them.
0:36:19 > 0:36:22If their row becomes physical, it could result in eviction.
0:36:22 > 0:36:24So Andrew needs to lay down the law.
0:36:26 > 0:36:29Darren, there must not be any violence at all here.
0:36:29 > 0:36:33- That's the whole reason why nothing's happened yet.- Good.
0:36:33 > 0:36:34I don't want her losing her place,
0:36:34 > 0:36:36because I can't keep a lid on my emotions.
0:36:36 > 0:36:37At the minute, do you think...
0:36:37 > 0:36:41- You know what I think you should do? - Go on.- Get rid of him.
0:36:41 > 0:36:44No, don't, you see... Now you see, what, what...
0:36:44 > 0:36:47Because he wants to move, but the only reason these two,
0:36:47 > 0:36:49Laura wants to move and Carla wants to move is because...
0:36:49 > 0:36:51Darren. Darren, see, now, this doesn't help.
0:36:51 > 0:36:53This doesn't help, Darren, when you shout up,
0:36:53 > 0:36:55because he obviously can hear that, can't he?
0:36:55 > 0:36:58He can. That does not help.
0:36:58 > 0:37:00- It's all right when he's shouting in his flat, though.- Yeah, but he's...
0:37:00 > 0:37:03Until three, four o'clock in the morning.
0:37:03 > 0:37:07But I've actually said to him that what you want to do is just keep out of the way.
0:37:07 > 0:37:10Don't do anything to cause a complaint.
0:37:10 > 0:37:13- He said that last time.- Yeah? - And look what's happened.
0:37:13 > 0:37:17But do you know what I'm saying is you mustn't react to him.
0:37:17 > 0:37:19None of you must.
0:37:19 > 0:37:21But when you say things, like, that loud,
0:37:21 > 0:37:24that stirs people up and that's what... Do you know what I mean?
0:37:24 > 0:37:26That causes a problem.
0:37:26 > 0:37:29So what we've got to do is we've got to keep calm, right?
0:37:29 > 0:37:32Things like that stir people up.
0:37:32 > 0:37:34All right?
0:37:34 > 0:37:36- All right, mate.- Yeah?
0:37:38 > 0:37:41Andrew has made his position crystal clear.
0:37:41 > 0:37:44All he can do now is wait and see what happens.
0:37:46 > 0:37:50I'm sort of nervous about leaving this situation as it is,
0:37:50 > 0:37:52but I've got to, because it can only go so far
0:37:52 > 0:37:55and I can only do something when something happens.
0:37:55 > 0:38:02So I'm sort of nervously going to edge out and move on,
0:38:02 > 0:38:04because what we don't want to do is people losing tenancies.
0:38:04 > 0:38:08Because at the minute, I'd say all those three tenancies are at risk.
0:38:12 > 0:38:15Well, the good news is since Andrew's visit, things
0:38:15 > 0:38:19have calmed down with the former friends and no-one's been evicted,
0:38:19 > 0:38:21which just goes to show that when you're a housing officer,
0:38:21 > 0:38:25a bit of sensitivity and tact can work wonders.
0:38:30 > 0:38:33I'm back with housing officer Grace Briody in North London.
0:38:33 > 0:38:36We're on the way to catch up with Mr and Mrs Brown.
0:38:36 > 0:38:39When we last saw them, they were stuck high on the third floor,
0:38:39 > 0:38:43which was causing huge problems as they were both suffering from ill health.
0:38:43 > 0:38:46But today, thanks to Grace and daughter-in-law Carol,
0:38:46 > 0:38:50they're now safe and secure in their new ground level flat.
0:38:50 > 0:38:52- This is different.- It is, isn't it?
0:38:52 > 0:38:54- This is very different from last time.- It's full of life.
0:38:54 > 0:38:57- My goodness. Hello, Mr Brown, good to see you again.- Nice to see you.
0:38:57 > 0:39:00- Please, sit down. - Thank you very much.
0:39:00 > 0:39:01So, tell us how it's been, Mr Brown.
0:39:01 > 0:39:04How are things working out for you here?
0:39:08 > 0:39:10How are things different for you here? Because before...
0:39:10 > 0:39:15Much different, because at least we don't have to climb those dreadful stairs.
0:39:15 > 0:39:17You know, because he couldn't go up the stairs now.
0:39:22 > 0:39:25Mrs Brown, your health was not very good either, was it, with your...
0:39:25 > 0:39:29You struggle with your walking, with your knees.
0:39:29 > 0:39:33Yes, my joints aren't that good, but at the same time I forget all about
0:39:33 > 0:39:35that because I've now got to do things.
0:39:52 > 0:39:54- That's good going. - Yeah, it's good going.
0:39:54 > 0:39:56Are you going to celebrate?
0:40:01 > 0:40:04- Even bake a cake!- Yeah!
0:40:04 > 0:40:08So, for you, being on the ground floor makes a big difference.
0:40:08 > 0:40:11Does it mean that you can shop and you can do those things?
0:40:11 > 0:40:14Oh, yes, because the shop is just around the corner here.
0:40:14 > 0:40:17It doesn't take five minutes to walk up.
0:40:17 > 0:40:18In terms of your health,
0:40:18 > 0:40:21what difference do you think this will make to you?
0:40:21 > 0:40:23I've got...
0:40:23 > 0:40:26diabetes, I've got arthritis.
0:40:26 > 0:40:28I've got my eye problems.
0:40:28 > 0:40:31- And you've got me!- And I've got him!
0:40:31 > 0:40:33THEY LAUGH
0:40:35 > 0:40:37I thought she wasn't going to mention me!
0:40:38 > 0:40:40So it makes a lot of difference, you know?
0:40:40 > 0:40:42Really and truly is.
0:40:43 > 0:40:46Feel more settled in mind, in yourself.
0:40:46 > 0:40:48Does this feel like home for you yet?
0:40:48 > 0:40:51Yes, it does, really and truly.
0:40:51 > 0:40:54- Do you think you'll be happy? - I will be, definitely.
0:40:55 > 0:40:57Especially for him's sake.
0:41:09 > 0:41:11Have you used the shed yet?
0:41:11 > 0:41:13He's not in the shed yet!
0:41:27 > 0:41:30How about Carol's contribution here?
0:41:30 > 0:41:32I think she's marvellous, quite frankly.
0:41:32 > 0:41:36She and Grace...
0:41:36 > 0:41:38Same mentality.
0:41:38 > 0:41:39Same kind of mentality.
0:41:39 > 0:41:41They like to see things get done.
0:41:41 > 0:41:43So that's why we're here now.
0:41:44 > 0:41:48It makes all the difference in the world.
0:41:48 > 0:41:50'It's fantastic to see Mr and Mrs Brown looking relaxed and happy
0:41:50 > 0:41:52'in their new home.'
0:41:52 > 0:41:54- Really lovely to meet you. - You're lovely people.
0:41:54 > 0:41:56Thank you so much. Thanks for having us.
0:41:56 > 0:41:58'And it's clear the move will make a real difference
0:41:58 > 0:42:01'to their quality of life.'
0:42:01 > 0:42:04- That's a great result there.- Yeah, fantastic.- They look really happy.
0:42:04 > 0:42:06It's clear Carol's contribution there was key, isn't it?
0:42:06 > 0:42:09Getting that place ready for them, that was phenomenal.
0:42:09 > 0:42:13But they I think also regard you as an extra family member now, Grace.
0:42:13 > 0:42:15Oh, bless her!
0:42:15 > 0:42:18Do you know what, I think in this job you don't realise
0:42:18 > 0:42:20how important of a role you play sometimes.
0:42:20 > 0:42:22I think it's very easy for us to forget that.
0:42:22 > 0:42:24I'm just doing my job as far as I'm concerned,
0:42:24 > 0:42:26but actually, I have made an impact on their lives
0:42:26 > 0:42:29and in amongst some of the sort of negative stuff that we have to do working in housing,
0:42:29 > 0:42:31it's really nice to have something else to come out
0:42:31 > 0:42:34and reflect on in a positive way.
0:42:34 > 0:42:38Mr and Mrs Brown think the world of Grace, and you can see why.
0:42:38 > 0:42:42Yet again, it demonstrates the lengths that housing officers
0:42:42 > 0:42:45up and down the country will go to to help tenants in need.
0:42:47 > 0:42:49Well, as we've just seen,
0:42:49 > 0:42:52being a housing officer means a daily dose of tough choices
0:42:52 > 0:42:54and difficult decisions.
0:42:54 > 0:42:58But it's all in a day's work for the men and women fighting
0:42:58 > 0:43:01to ensure we can enjoy a safe place to call home.
0:43:01 > 0:43:03That's it for today, but join me again next time,
0:43:03 > 0:43:07when I'll be back on the front line with the housing enforcers.