0:00:02 > 0:00:04It's the most famous shopping street in the world
0:00:04 > 0:00:06in the heart of Britain's capital city.
0:00:06 > 0:00:08A mile and a half long,
0:00:08 > 0:00:11with 30 million visitors each year.
0:00:11 > 0:00:14With some of the world's most famous shops...
0:00:14 > 0:00:16- CHEERING - ..biggest stars...
0:00:16 > 0:00:18Kate Moss! CHEERING
0:00:18 > 0:00:21- ..and busiest stations. - Sorry, guys! Stand back for me!
0:00:21 > 0:00:25What does it take to keep it running 24 hours a day...
0:00:25 > 0:00:27Busiest street in the world, so it needs constant attention.
0:00:27 > 0:00:30- ..seven days a week?- Oi! Clear off!
0:00:30 > 0:00:33Welcome to Oxford Street. Welcome to the pickpocket team.
0:00:33 > 0:00:35Are you ready, London?!
0:00:35 > 0:00:38A street that never sleeps.
0:00:38 > 0:00:40This sort of thing wouldn't happen anywhere else.
0:00:42 > 0:00:44Oxford Street.
0:00:46 > 0:00:47Coming up...
0:00:47 > 0:00:51There's a pop superstar coming to Oxford Street.
0:00:51 > 0:00:52Can shop security cope?
0:00:52 > 0:00:54CHEERING
0:00:54 > 0:00:57This man has set up home on the pavement.
0:00:57 > 0:00:59Don't. No, don't.
0:00:59 > 0:01:02When police move in to arrest him, he's far from happy.
0:01:02 > 0:01:04It's a good day for me making you lot look like idiots.
0:01:04 > 0:01:08It's shut down time at Britain's busiest station.
0:01:08 > 0:01:10Could we man the gates, please?
0:01:10 > 0:01:13Staff and passengers are pushed to the limit.
0:01:13 > 0:01:15Stand back for me! Oh!
0:01:18 > 0:01:21SIRENS WAIL
0:01:22 > 0:01:26Oxford Street has its own dedicated law enforcement team.
0:01:26 > 0:01:28Can I have a PNC on a person, please? Oxford Street.
0:01:28 > 0:01:30And it's paying off.
0:01:30 > 0:01:34Crime on the street has fallen 15% in recent years.
0:01:34 > 0:01:37OK, so these are our beats. We've got west Oxford Street here.
0:01:37 > 0:01:40Police constable Karen Spencer
0:01:40 > 0:01:43is part of the Oxford Street team, known as ORB.
0:01:43 > 0:01:47They police one of the busiest shopping destinations in the world.
0:01:47 > 0:01:49Oxford Circus, east Oxford Street...
0:01:49 > 0:01:51While stores on Oxford Street target customers
0:01:51 > 0:01:53looking for high fashion and glamour,
0:01:53 > 0:01:56today the ORB team have their eyes
0:01:56 > 0:01:58on a different type of frequent visitor -
0:01:58 > 0:02:00beggars.
0:02:00 > 0:02:03They're attracted by the millions of shoppers
0:02:03 > 0:02:05looking to spend money on the street.
0:02:05 > 0:02:07But begging is a criminal offence
0:02:07 > 0:02:10and targeting them is a top priority for the ORB team.
0:02:10 > 0:02:12Usually outside John Lewis
0:02:12 > 0:02:15or Selfridge's.
0:02:15 > 0:02:18Today, Karen's on the lookout for known persistent beggars,
0:02:18 > 0:02:22in particular ones that live rough in the area.
0:02:22 > 0:02:24VOICE OVER POLICE RADIO
0:02:24 > 0:02:28And it doesn't take long for Karen to find one of her regulars.
0:02:28 > 0:02:30Date of birth, 2-0-0-5
0:02:30 > 0:02:321-9-6-5.
0:02:32 > 0:02:35A man playing the accordion outside John Lewis.
0:02:35 > 0:02:39He's been warned previously for begging on the street.
0:02:40 > 0:02:43Can you tell me when he was last known and whether it was for
0:02:43 > 0:02:45begging, yes or no? Over.
0:02:45 > 0:02:48He was arrested on the 24th of July.
0:02:48 > 0:02:52Unfortunately for Karen, she's not seen him actually begging today,
0:02:52 > 0:02:54so she can't arrest him.
0:02:54 > 0:02:56But his track record means she can
0:02:56 > 0:02:58move him and his accordion on with a warning.
0:02:58 > 0:03:01No more on Oxford Street. OK?
0:03:01 > 0:03:05You get found again today, you get arrested.
0:03:05 > 0:03:08You're lucky, because you would be going back to the police station.
0:03:09 > 0:03:12I gave him a cease and desist notice in Romanian.
0:03:12 > 0:03:14We've got them in English and Romanian
0:03:14 > 0:03:18just to explain that certain behaviours will not be tolerated.
0:03:18 > 0:03:21If he's seen again today, he's in big trouble.
0:03:23 > 0:03:26And further down the street, Karen spots another regular
0:03:26 > 0:03:29who's hurriedly trying to get away.
0:03:29 > 0:03:31Her colleague, Warren Shackleton
0:03:31 > 0:03:35from the British Transport Police, moves in.
0:03:35 > 0:03:37Come and have a chat to us, young lady.
0:03:37 > 0:03:41No, no, no, no. Come and speak to us, OK?
0:03:41 > 0:03:43We know what you were doing.
0:03:43 > 0:03:45The woman is one of Karen's regulars
0:03:45 > 0:03:47and has been warned repeatedly.
0:03:47 > 0:03:52Enough's enough, OK? Begging is a no-no around here, OK?
0:03:52 > 0:03:55Again, they haven't seen her begging so can't arrest her,
0:03:55 > 0:03:58but they've seen where she's been sitting and it's enough for them
0:03:58 > 0:04:00to give her a cease and desist letter and move her on.
0:04:00 > 0:04:02Begging. No.
0:04:04 > 0:04:07Had I seen her begging with her hand out
0:04:07 > 0:04:09or something on the floor, she'd have come in today.
0:04:11 > 0:04:14But further down the street is a much harder problem to solve.
0:04:18 > 0:04:21Chester Lashley has become a permanent fixture
0:04:21 > 0:04:23on the Oxford Street pavement,
0:04:23 > 0:04:25having pitched up some months ago.
0:04:25 > 0:04:28His presence and that of all of his belongings
0:04:28 > 0:04:31is a constant nuisance for shops and shoppers alike,
0:04:31 > 0:04:34and his behaviour has led to numerous complaints.
0:04:35 > 0:04:38A lot of complaints have come in from local businesses
0:04:38 > 0:04:41of him causing an obstruction,
0:04:41 > 0:04:43blocking doorways,
0:04:43 > 0:04:46there's detritus from the dog fouling,
0:04:46 > 0:04:48and being a general nuisance.
0:04:48 > 0:04:51Homelessness is a difficult problem for the authorities.
0:04:51 > 0:04:53The reasons people are driven to it
0:04:53 > 0:04:56are often complex and not easy to solve.
0:04:56 > 0:04:58But on such a vital shopping street,
0:04:58 > 0:05:02having people making a home for themselves outside landmark stores
0:05:02 > 0:05:05is a no-no for business.
0:05:05 > 0:05:07This ain't, this ain't policing.
0:05:07 > 0:05:09You moving me ain't policing.
0:05:09 > 0:05:12Chester's ignored previous warnings from the police
0:05:12 > 0:05:14and refused a number of offers
0:05:14 > 0:05:17of accommodation from support groups.
0:05:17 > 0:05:19He has been offered accommodation.
0:05:19 > 0:05:22Unfortunately, he's not willing to take it.
0:05:22 > 0:05:26He wants a three-bedroom house of his own or something,
0:05:26 > 0:05:28which is unrealistic.
0:05:28 > 0:05:31Today, it's enough for Karen to move Chester on.
0:05:31 > 0:05:34They don't want to arrest him, as that's a last resort.
0:05:34 > 0:05:37They're hoping he'll get the message and not come back.
0:05:39 > 0:05:41But a few weeks later,
0:05:41 > 0:05:44and Chester has been spotted by plain-clothes officers,
0:05:44 > 0:05:46living rough on Oxford Street again
0:05:46 > 0:05:48with all his belongings.
0:05:50 > 0:05:53A male with thick dreadlocks and a stick poking out of him
0:05:53 > 0:05:56was kind of yelling at them and following them down the road.
0:05:56 > 0:05:59From that description, I think it's probably Chester.
0:05:59 > 0:06:01You need to go to the housing, man.
0:06:01 > 0:06:05Now Karen and her team have been authorised to go and arrest him.
0:06:06 > 0:06:08Chester is used to being asked to move on,
0:06:08 > 0:06:11but getting arrested might come as a surprise.
0:06:12 > 0:06:16- You are under arrest.- It's easy. If you want me to move, I'll move.
0:06:16 > 0:06:18We have asked you continuously,
0:06:18 > 0:06:21all my team, to move. You haven't moved.
0:06:21 > 0:06:23You've been offered accommodation,
0:06:23 > 0:06:25there are numerous complaints
0:06:25 > 0:06:28- about you being here, you don't listen to reason...- I will move now.
0:06:28 > 0:06:29..so therefore... No, no, no, no.
0:06:29 > 0:06:32- You've been given too many opportunities.- Listen...
0:06:32 > 0:06:34This officer will be taking you to the station.
0:06:34 > 0:06:37- No, you can't arrest me without my belongings.- You've been arrested.
0:06:37 > 0:06:40But Chester's belongings present a more complicated problem
0:06:40 > 0:06:42for police to mull over.
0:06:42 > 0:06:44There are lots of them and, having arrested him,
0:06:44 > 0:06:47they'll need to take them all with them.
0:06:47 > 0:06:48Later in the programme,
0:06:48 > 0:06:51Karen's tussle with Chester takes a dramatic turn.
0:06:51 > 0:06:54It's taking for ever. This is ridiculous.
0:06:54 > 0:06:57Don't rush me! So you want me to hurry up, it ain't happening!
0:07:04 > 0:07:07Some shops have been on Oxford Street for so long
0:07:07 > 0:07:10that they've become part of the furniture.
0:07:10 > 0:07:12HMV at number 363
0:07:12 > 0:07:15is one such store.
0:07:16 > 0:07:19The first ever HMV store was opened here
0:07:19 > 0:07:22by the composer Elgar in 1921
0:07:22 > 0:07:25and The Beatles cut one of their first demos here.
0:07:25 > 0:07:29The Art Deco shop front has even been listed.
0:07:31 > 0:07:35But music downloads have hit HMV hard over the last few years.
0:07:35 > 0:07:39It's decided to fight back using this...
0:07:40 > 0:07:44It's state-of-the-art 200-capacity performance space
0:07:44 > 0:07:46is the only one of its kind on Oxford Street,
0:07:46 > 0:07:51designed to showcase live music and stage celebrity signings.
0:07:51 > 0:07:55And today, it's being used for one of the biggest events of the year.
0:07:56 > 0:08:00International pop star and TV presenter Nicole Scherzinger
0:08:00 > 0:08:02has a new album out
0:08:02 > 0:08:05and the venue has been chosen for her to meet fans and sign copies
0:08:05 > 0:08:07of her new record.
0:08:09 > 0:08:11Simon Winter is its events manager
0:08:11 > 0:08:14and has worked for the company for 25 years.
0:08:14 > 0:08:17She'll be signing her new album
0:08:17 > 0:08:19and saying hi to all her fans. It should be great.
0:08:19 > 0:08:24It's Simon's job to make sure the album signing is a success.
0:08:24 > 0:08:27Before that, we've got to get everything ready.
0:08:27 > 0:08:30So we're going to just turn all the lights on in here,
0:08:30 > 0:08:34get the sound system sort of warmed up and ready to go.
0:08:34 > 0:08:36The event's been heavily promoted,
0:08:36 > 0:08:39but it's still tough to predict fan numbers.
0:08:40 > 0:08:43You don't know how it's going to go. We haven't sold tickets.
0:08:43 > 0:08:46So, if I was a venue, I could sell 200 tickets in advance
0:08:46 > 0:08:48and I'd know it would be a sell-out.
0:08:48 > 0:08:50But here we're inviting people to come along,
0:08:50 > 0:08:52but we don't actually know who will come along.
0:08:52 > 0:08:54The signing's at 6pm,
0:08:54 > 0:08:57but Nicole's due to arrive at 4:30.
0:08:57 > 0:09:00And, with half an hour to go, Simon checks outside
0:09:00 > 0:09:02to see if everything's in order.
0:09:02 > 0:09:06He's immediately collared by an unauthorised paparazzi photographer.
0:09:06 > 0:09:08- Hello.- Do you know what time she's turning up?- Uh...
0:09:08 > 0:09:11- Are you on the list?- No, no, no. We're covering the arrivals...
0:09:11 > 0:09:13Well, I can't really tell you what time she's arriving.
0:09:13 > 0:09:14She'll arrive when she arrives.
0:09:15 > 0:09:18The presence of the paparazzi jostling for pictures
0:09:18 > 0:09:22makes security more of a challenge.
0:09:22 > 0:09:24The company is leaving nothing to chance
0:09:24 > 0:09:27and they have a team of security guards on hand
0:09:27 > 0:09:29to ensure Nicole's safety.
0:09:29 > 0:09:32Downstairs, already there's a photographer hanging around,
0:09:32 > 0:09:35so just keep an eye out for guys with their photo bags or whatever.
0:09:35 > 0:09:37No worries. We'll have a team of four or five to bring her in
0:09:37 > 0:09:40and then we'll start to deploy everyone through the building.
0:09:40 > 0:09:42Once she's in the building, we know she's safe upstairs.
0:09:44 > 0:09:48With 10 minutes to go, Simon heads back out to greet her.
0:09:48 > 0:09:50But there's bad news.
0:09:51 > 0:09:56So I just had a text from Nicole's product manager.
0:09:56 > 0:09:59She's running a little bit late, so won't be here until five o'clock now.
0:09:59 > 0:10:01Things often change, you know.
0:10:01 > 0:10:04People get stuck in traffic, flights can get delayed, all sorts.
0:10:04 > 0:10:07So we've just got to work with it really.
0:10:09 > 0:10:11But as 5pm approaches,
0:10:11 > 0:10:13there's still no sign of the elusive pop star.
0:10:15 > 0:10:18Meanwhile, he's joined by Simon Forbes,
0:10:18 > 0:10:19Nicole's UK promoter,
0:10:19 > 0:10:21who's meeting her at the store.
0:10:23 > 0:10:26One minute away, one minute away.
0:10:26 > 0:10:27The long wait is over.
0:10:27 > 0:10:30Now it's a matter of getting her past the photographers,
0:10:30 > 0:10:33who are once again trying their luck.
0:10:33 > 0:10:35OK, this is where it gets interesting.
0:10:42 > 0:10:45And there she is.
0:10:45 > 0:10:47CAMERAS CLICK
0:10:48 > 0:10:50- Nicole!- Are you OK? Are you OK?
0:10:50 > 0:10:52Nicole! Nicole!
0:10:53 > 0:10:55ANIMATED CHATTER
0:11:01 > 0:11:03Nicole's safely inside.
0:11:03 > 0:11:05Now Simon's got to get her comfortable
0:11:05 > 0:11:08and brief her for the signing.
0:11:08 > 0:11:11Later, her fans get the glimpse they've been waiting for
0:11:11 > 0:11:13and it's an emotional moment.
0:11:22 > 0:11:26Oxford Street is the busiest shopping street in Europe
0:11:26 > 0:11:29and at its hub is Oxford Circus tube station,
0:11:29 > 0:11:32the busiest station in the entire UK network,
0:11:32 > 0:11:36with 130 million passenger movements per year.
0:11:36 > 0:11:40Every weekday, over 125,000 people
0:11:40 > 0:11:44enter the station, meaning overcrowding is a constant issue.
0:11:44 > 0:11:48Keeping everything running comes down to a team of experienced staff.
0:11:48 > 0:11:50It's a fabulous station,
0:11:50 > 0:11:53there's always something different happening every day.
0:11:53 > 0:11:56Customer Services Assistant Laura Shelton
0:11:56 > 0:11:58has been working at Oxford Circus for two years.
0:11:58 > 0:12:00BEEPING
0:12:00 > 0:12:02I love working for London Underground,
0:12:02 > 0:12:03it's the best thing I've ever done.
0:12:03 > 0:12:06Let's have a look, my love. It needs some more money, sweetheart.
0:12:06 > 0:12:08Story of my life.
0:12:08 > 0:12:11I was a stay-at-home mum for 23 years
0:12:11 > 0:12:14and decided to go back to work and ended up here.
0:12:14 > 0:12:17It already thinks you're in, my love. Come on in.
0:12:17 > 0:12:19I haven't regretted a day of it.
0:12:19 > 0:12:23Every evening, tens of thousands of shoppers and workers
0:12:23 > 0:12:25use Oxford Circus to get home,
0:12:25 > 0:12:27putting the station under intense pressure.
0:12:27 > 0:12:31- Are you just going to Waterloo and that's it?- That's it, yeah.
0:12:31 > 0:12:34The overcrowding often reaches the stage
0:12:34 > 0:12:38where staff on the concourse, or - as they call it - bullring,
0:12:38 > 0:12:40have to take the ultimate step.
0:12:40 > 0:12:43They shut all four entry points.
0:12:43 > 0:12:45This is known as "manning the gates."
0:12:45 > 0:12:49When we man the gates, you do get an adrenaline rush,
0:12:49 > 0:12:52cos you never quite know what's going to happen when you get up there.
0:12:52 > 0:12:55Yeah, base to all radios, base to all radios.
0:12:55 > 0:12:58It's one of the toughest decisions a station controller
0:12:58 > 0:13:02will ever have to make, with major implications for the passengers
0:13:02 > 0:13:04and other stations down the line.
0:13:04 > 0:13:06- Your tea, my lord.- Thank you.
0:13:06 > 0:13:10The man in hot seat tonight is Michael Kemp.
0:13:10 > 0:13:12It's not easy, no.
0:13:12 > 0:13:14But it's us keeping a calm head as well, keeping in control
0:13:14 > 0:13:16and, you know, um,
0:13:16 > 0:13:19keeping everyone safe and getting everyone home safely.
0:13:19 > 0:13:22Maybe a little bit late for dinner, but they will get there eventually.
0:13:22 > 0:13:26In the control room, Michael has access to 300 cameras
0:13:26 > 0:13:27dotted around the station.
0:13:27 > 0:13:31So far this afternoon, things look relatively quiet,
0:13:31 > 0:13:34although that's not a term Laura likes.
0:13:34 > 0:13:37I won't use the Q word, because I'm not going to tempt fate.
0:13:37 > 0:13:41As soon as you utter that word, that's when, um,
0:13:41 > 0:13:43things go wrong.
0:13:43 > 0:13:47But just as it hits 5pm, there's an influx of passengers
0:13:47 > 0:13:50and the platforms rapidly fill up.
0:13:50 > 0:13:53We need to act as quick as we can. Things can happen in a split second.
0:13:53 > 0:13:57Michael makes the decision everyone's been dreading.
0:13:58 > 0:14:00Yeah, base to the bullring. Base to the bullring.
0:14:00 > 0:14:03Can we man the gates, please? Can we man the gates, please?
0:14:03 > 0:14:07Laura and her colleagues race up the stairs to close the entry points
0:14:07 > 0:14:10as quickly as possible.
0:14:11 > 0:14:13Excuse me, please!
0:14:13 > 0:14:15Guys, can you just hang back there for me?
0:14:15 > 0:14:17Don't push through, I'm a human being.
0:14:17 > 0:14:20Stand back, please! TANNOY ANNOUNCEMENT
0:14:20 > 0:14:23Oh, I hate this one. SHE GROANS
0:14:23 > 0:14:25That's it.
0:14:25 > 0:14:29I'm really sorry, guys. We'll be as quick as we can, all right?
0:14:29 > 0:14:32TANNOY: 'Congestion. Do not enter.'
0:14:37 > 0:14:40It's obviously really frustrating, having to wait here.
0:14:40 > 0:14:43Above ground, crowds swamp the staircases.
0:14:43 > 0:14:46But on the bullring, things are very different.
0:14:47 > 0:14:49It does become very eerie when you close up
0:14:49 > 0:14:51and everything becomes empty,
0:14:51 > 0:14:55which, in some respects, it's quite nice, cos you get a break.
0:14:55 > 0:14:58But the trouble is is the second you open those gates,
0:14:58 > 0:15:00it's like an army.
0:15:00 > 0:15:02They're just running at you. So...
0:15:02 > 0:15:04you pay for having that little bit of quietness
0:15:04 > 0:15:06when they all come back in.
0:15:06 > 0:15:08But while the bullring's quiet,
0:15:08 > 0:15:11down on the platforms and the interconnecting tunnels,
0:15:11 > 0:15:13things are round to bursting.
0:15:13 > 0:15:16It's easy to see why they've had to man the gates.
0:15:17 > 0:15:19In the control room, Michael calculates
0:15:19 > 0:15:21when he can reopen the station.
0:15:21 > 0:15:24The system can tell him the current load
0:15:24 > 0:15:27of each 1,000-person-capacity train
0:15:27 > 0:15:30and how many new passengers it can take.
0:15:30 > 0:15:32If we put the train details into the computer,
0:15:32 > 0:15:34it tells us how busy that train is.
0:15:34 > 0:15:36At the moment, we've got 940 people on that train.
0:15:36 > 0:15:40There's enough space for another, what, 60 people.
0:15:40 > 0:15:43Whereas we've got more than 60 people on our platform here.
0:15:43 > 0:15:47Unfortunately, this train is already so busy that the 60 people
0:15:47 > 0:15:51it still has room for won't do much to clear the overcrowded platform.
0:15:51 > 0:15:54It's quite busy down there. It might remain closed for the time being.
0:15:54 > 0:15:58After ten minutes, the crowds are still backing up on Oxford Street.
0:15:58 > 0:16:02But it's a different story on the platforms and Michael is satisfied
0:16:02 > 0:16:04that the numbers are back down to safe levels.
0:16:04 > 0:16:07Base to the bullring, could you reopen, please? Reopen the bullring.
0:16:07 > 0:16:10It's the news everyone's been waiting for
0:16:10 > 0:16:12and they're eager to be on their way.
0:16:12 > 0:16:13Sorry, guys.
0:16:13 > 0:16:18Let me get the gates open before you...rush me, please.
0:16:18 > 0:16:20There you go. In you come.
0:16:20 > 0:16:22TANNOY: 'We'd like to apologise for...'
0:16:22 > 0:16:25With the entrances open, Laura and Michael
0:16:25 > 0:16:28will hope they don't have to man the gates again this evening.
0:16:28 > 0:16:31The decision to close isn't taken lightly.
0:16:32 > 0:16:35We're trying to prevent there being a serious incident.
0:16:35 > 0:16:37If we didn't close the gates
0:16:37 > 0:16:39and people just continued to come in,
0:16:39 > 0:16:42once that platform's full, there's nowhere for people to go,
0:16:42 > 0:16:44other than on the track.
0:16:44 > 0:16:47Later in the programme, Laura's hopes for a quiet night are dashed.
0:16:47 > 0:16:50Man the gates, please. Man the gates to the bullring, please.
0:16:50 > 0:16:52Sorry, guys. Sorry.
0:16:52 > 0:16:55And she's not the only person unhappy about it.
0:16:55 > 0:16:58So I don't know if he's going to come down and give us any grief.
0:17:07 > 0:17:10Chester Lashley is one of the Metropolitan Police's
0:17:10 > 0:17:12main problems on Oxford Street.
0:17:12 > 0:17:15More often than not, he's living rough on the street,
0:17:15 > 0:17:19setting up home on the pavement and refusing offers of accommodation.
0:17:19 > 0:17:22This officer will be taking you to the station.
0:17:22 > 0:17:25Following his failure to act on their previous warnings,
0:17:25 > 0:17:27PC Karen Spencer and colleagues
0:17:27 > 0:17:30have today arrested him for not moving on.
0:17:30 > 0:17:34All they've got to do now is take Chester down to the station.
0:17:34 > 0:17:37- You can't arrest me without my belongings.- You've been arrested.
0:17:37 > 0:17:40Problem is that means taking all of his belongings with them.
0:17:40 > 0:17:42Stop asking me stupid questions!
0:17:42 > 0:17:45It's my belongings, so obviously it's coming with me!
0:17:45 > 0:17:47My only thing is will we get accusations
0:17:47 > 0:17:51of having stuff taken if we don't take it back to the station with us?
0:17:51 > 0:17:53That's my USB key.
0:17:53 > 0:17:56That is my USB key, man. It was in my speaker.
0:17:56 > 0:17:58So I would take it back to the station,
0:17:58 > 0:18:01especially bearing in mind we've got whatever that contraption is.
0:18:03 > 0:18:06Most vans deliver to Oxford Street,
0:18:06 > 0:18:09but this one will be making a removal.
0:18:10 > 0:18:13There's these two boxes here and that one.
0:18:13 > 0:18:16OK, that, this there and this.
0:18:16 > 0:18:18Yeah.
0:18:25 > 0:18:28Chester is less than happy about being arrested
0:18:28 > 0:18:30and isn't being particularly cooperative.
0:18:30 > 0:18:32You can't lift it up by the handle.
0:18:32 > 0:18:34I'm not lifting it up by the handle, Chester.
0:18:34 > 0:18:36I'm just letting you know, that's all I'm doing.
0:18:36 > 0:18:39I said to you, you need a bag to go underneath it
0:18:39 > 0:18:40to stop it from falling out.
0:18:40 > 0:18:43Chester, stop arguing, more packing, please.
0:18:43 > 0:18:45- I'm not arguing.- You are.
0:18:45 > 0:18:48After half an hour of back and forth,
0:18:48 > 0:18:50the arrest is starting to fray Karen's nerves.
0:18:50 > 0:18:53It's taking forever. This is ridiculous.
0:18:53 > 0:18:55Right, guys, we really need to get him moving.
0:18:55 > 0:18:58So don't rush me! Cos I've got a whole heap of stuff!
0:18:58 > 0:19:00So you want me to hurry up, it ain't happening.
0:19:00 > 0:19:04But arguments or not, the clearing continues.
0:19:04 > 0:19:06Chester, we've got your suitcase, we've got these three bags.
0:19:06 > 0:19:09These are all definites.
0:19:14 > 0:19:16You don't know how good we are at packing.
0:19:22 > 0:19:24Homelessness is a difficult problem
0:19:24 > 0:19:26for the police to deal with anywhere,
0:19:26 > 0:19:29but having people setting up home outside landmark stores
0:19:29 > 0:19:32is not an option for a street which styles itself
0:19:32 > 0:19:36as the most important shopping thoroughfare in the world.
0:19:37 > 0:19:41Local retailers are only too happy to see Chester on his bike.
0:19:41 > 0:19:43Is that it?
0:19:43 > 0:19:47And even HE has found a silver lining on the day's events.
0:19:47 > 0:19:49The good thing that's going to come out of it
0:19:49 > 0:19:52is that I'm going to show you police how to do your job properly.
0:19:52 > 0:19:55All of you are going to be so sorry that you're doing what you're doing.
0:19:55 > 0:19:57You're arresting a good man and not a bad man.
0:19:57 > 0:19:58So really and truly, it's a good day for me
0:19:58 > 0:20:01- making you lot look like idiots. - Chester, let's go.
0:20:01 > 0:20:04- No, no, no, no, no. - In the van now, please.
0:20:04 > 0:20:06Let me finish my water.
0:20:07 > 0:20:11It's going to take hours to even go through that stuff
0:20:11 > 0:20:13and get it put down on the custody record.
0:20:13 > 0:20:16Well, we've done the right thing, but it has taken an hour
0:20:16 > 0:20:18to get all that stuff in the back of a van,
0:20:18 > 0:20:21which was no mean feat.
0:20:21 > 0:20:25And with that, Chester's stay on Oxford Street comes to an end.
0:20:25 > 0:20:29And it seems the police's forceful action has had an effect.
0:20:29 > 0:20:32Since we filmed, Chester hasn't returned
0:20:32 > 0:20:36and is believed to have based himself elsewhere in London.
0:20:36 > 0:20:39With him gone, shoppers can expect a slightly quieter
0:20:39 > 0:20:43if less colourful shopping experience from now on.
0:20:50 > 0:20:53At number 363 Oxford Street,
0:20:53 > 0:20:56pop star Nicole Scherzinger has arrived for a signing
0:20:56 > 0:20:59- to promote her new album. - It's a bit surreal that it's out.
0:20:59 > 0:21:01Social media has worked its magic
0:21:01 > 0:21:04and there are lots of fans waiting in store.
0:21:04 > 0:21:06That was fun getting her in there.
0:21:06 > 0:21:09Meanwhile, Simon talks Melissa, Nicole's manager,
0:21:09 > 0:21:12through his comprehensive plan for the signing session.
0:21:12 > 0:21:13The signing's on the desk here,
0:21:13 > 0:21:18so you can have guys either side of the table if we decide
0:21:18 > 0:21:20if there's photographs, if there's no photographs -
0:21:20 > 0:21:22that's the one thing that fans always ask.
0:21:22 > 0:21:26It's hard if everybody asks for a photo. She feels like she has to...
0:21:26 > 0:21:29talk to every... You know, take everyone a photo,
0:21:29 > 0:21:31and I think we'll be here for the next ten hours.
0:21:31 > 0:21:34Luckily, the experienced events staff have a strategy
0:21:34 > 0:21:36- for keeping things moving. - Yeah, get the music on.
0:21:36 > 0:21:38I take the photo, I give them back the camera,
0:21:38 > 0:21:40so they can't do selfies, they can't get in there.
0:21:40 > 0:21:42- And they get one, that's it.- Yeah.
0:21:42 > 0:21:45- Is there any hand sanitiser around here?- I have some, yeah. I do, yep.
0:21:45 > 0:21:48- That we could just put, like, behind there.- Uh-huh.
0:21:51 > 0:21:55At last, the excited fans are ushered up to the second floor.
0:21:55 > 0:21:58No selfies, you'll have a photo taken.
0:21:58 > 0:22:00She'll be down for six o'clock.
0:22:00 > 0:22:04Upstairs, Nicole is looking forward to meeting her fans.
0:22:04 > 0:22:07I like being one-on-one with people and seeing people in person,
0:22:07 > 0:22:09so I can't wait to get down there.
0:22:09 > 0:22:11I couldn't imagine a better place to do a signing
0:22:11 > 0:22:13and to release the album than here
0:22:13 > 0:22:15at HMV on Oxford Street.
0:22:15 > 0:22:17A lot of history here.
0:22:17 > 0:22:19- We're ready when you are.- Great.
0:22:19 > 0:22:21It's showtime.
0:22:22 > 0:22:25CHEERING AND WHISTLING
0:22:25 > 0:22:27The event starts with a photo call
0:22:27 > 0:22:30and then it's on with meeting the loyal fans.
0:22:30 > 0:22:31- CROWD MEMBER:- Whoo!
0:22:32 > 0:22:34With the signing finally underway,
0:22:34 > 0:22:38her management team is able to breathe a sigh of relief.
0:22:38 > 0:22:40I'm feeling good now she's there and she's sat and she's signing
0:22:40 > 0:22:42looking marvellous.
0:22:42 > 0:22:45And Simon's not the only one who's feeling good.
0:22:45 > 0:22:48Nicole's fans are absolutely thrilled.
0:22:48 > 0:22:51I've met Nicole quite a few times now.
0:22:51 > 0:22:53It's definitely made my bucket list a lot smaller.
0:22:53 > 0:22:56I came all the way from Sardinia just today.
0:22:56 > 0:22:59I'm a really crazy fan.
0:22:59 > 0:23:01She's amazing. She's so perfect.
0:23:01 > 0:23:03I can't believe how long she's speaking to everyone.
0:23:03 > 0:23:05It's really cool.
0:23:06 > 0:23:09The signing was only meant to last two hours,
0:23:09 > 0:23:12but things are already running over.
0:23:12 > 0:23:14It's about two and a half hours now and counting.
0:23:14 > 0:23:16It's not the fastest signing I've ever had,
0:23:16 > 0:23:18but that's great for the fans,
0:23:18 > 0:23:20cos they're all going to have a good quality meet and greet.
0:23:20 > 0:23:23We're not going anywhere, we're happy
0:23:23 > 0:23:25- and I think she's doing a brilliant job.- Bye, girls.
0:23:25 > 0:23:28But just as the signing has hit its stride,
0:23:28 > 0:23:32The powers that be threaten to intervene.
0:23:32 > 0:23:34That was security just letting us know
0:23:34 > 0:23:37they're going to shut the store at half nine, so, er...
0:23:37 > 0:23:41which is in 25 minutes.
0:23:41 > 0:23:42With the store about to close,
0:23:42 > 0:23:46there's nothing for it but to bring the signing to an end.
0:23:46 > 0:23:48You got the very last signing.
0:23:48 > 0:23:50Nicole says goodbye to her last fan
0:23:50 > 0:23:54and HMV says good night to a successful event.
0:23:54 > 0:23:57Thank you. She was lovely. She was really, really great.
0:23:57 > 0:24:00- Everybody was walking out happy. - What we want, right?
0:24:00 > 0:24:02You know, they say that I'm there for them a lot,
0:24:02 > 0:24:04but they don't understand how much they are there for me
0:24:04 > 0:24:08and how much their support and their belief just
0:24:08 > 0:24:10really lifts my spirits and means to me.
0:24:10 > 0:24:13Well, thank you, guys, again for everything. Much appreciated.
0:24:13 > 0:24:16That's it now. All finished, all done. I think that went brilliantly.
0:24:16 > 0:24:19It may have run over a bit longer, but that doesn't matter.
0:24:19 > 0:24:23And ultimately everyone's gone away and they've had a great experience.
0:24:23 > 0:24:26And with that, Oxford Street watches another star
0:24:26 > 0:24:28disappearing into the night.
0:24:36 > 0:24:38At Oxford Circus Tube station,
0:24:38 > 0:24:42dangerous levels of overcrowding have meant London Underground staff
0:24:42 > 0:24:45have already had to close the station once this evening.
0:24:45 > 0:24:47There you go.
0:24:47 > 0:24:49Customer Service Assistant Laura Shelton
0:24:49 > 0:24:52is hoping that will be the only time tonight.
0:24:52 > 0:24:54But just an hour later,
0:24:54 > 0:24:58the rush hour has seen numbers swell at the UK's busiest station.
0:24:58 > 0:25:01In the control room, Michael's once again forced to make the call.
0:25:01 > 0:25:04Man the gates, please. Man the gates to the bullring, please.
0:25:04 > 0:25:07- And Laura swings into action. - Guys, can you stand back, please?!
0:25:07 > 0:25:11I need to close the gates! Stand back, please!
0:25:11 > 0:25:13GATE SLAMS SHUT I'm really sorry.
0:25:15 > 0:25:18Laura then races to the other side of the bullring
0:25:18 > 0:25:21to shut the final entry point.
0:25:21 > 0:25:23Sorry, guys. Hang back for me, please.
0:25:23 > 0:25:26Sorry, guys. Sorry.
0:25:26 > 0:25:28We'll be as quick as we can, OK?
0:25:30 > 0:25:34I would, sir, yes, cos I can't allow them in. I'm really sorry.
0:25:34 > 0:25:36The man is a London Underground contractor
0:25:36 > 0:25:39and he feels that an exception should have been made for him.
0:25:39 > 0:25:42Laura immediately goes to see her supervisor.
0:25:42 > 0:25:45So I don't know if he's going to come down and give us any grief.
0:25:45 > 0:25:49But what am I supposed to do, open the gate and say,
0:25:49 > 0:25:52- "Please, come in, but the rest of you stay out"?- No, cos you can't...
0:25:52 > 0:25:56Just makes me feel a little bit... VOICE OVER RADIO
0:25:56 > 0:25:58I don't know, a little bit gutted in a way,
0:25:58 > 0:26:01because they sort of take it out on you personally.
0:26:01 > 0:26:05I got to open up now, my love. Wasn't too long, were we?
0:26:05 > 0:26:08Let me get them open before you trample me, all right?
0:26:08 > 0:26:09I want to get home tonight.
0:26:09 > 0:26:11Oh! I hate this gate.
0:26:11 > 0:26:13There we are. Thank you very much.
0:26:13 > 0:26:15With the gates reopened,
0:26:15 > 0:26:18Laura and the contractor sort out their issue from earlier.
0:26:18 > 0:26:20This might have been a storm in a teacup,
0:26:20 > 0:26:22but in a high-pressure situation,
0:26:22 > 0:26:25passengers often take their frustrations out on staff
0:26:25 > 0:26:28and sometimes things go a lot further.
0:26:28 > 0:26:31I was assaulted on the top of exit two
0:26:31 > 0:26:35by a gentleman who wouldn't allow me to close the gates.
0:26:35 > 0:26:38He went absolutely...
0:26:38 > 0:26:40berserk. He screamed in my face
0:26:40 > 0:26:42and pushed me really hard.
0:26:42 > 0:26:45It really hurt my shoulder, my elbow, my wrist and my thumb.
0:26:45 > 0:26:48Lots of BTP officers arrived
0:26:48 > 0:26:52and it actually took, I believe, about four or five
0:26:52 > 0:26:55to be able to arrest him and take him from the station.
0:26:55 > 0:26:58With things back to normal in the bullring,
0:26:58 > 0:27:00up in the control room, Michael's feeling optimistic
0:27:00 > 0:27:03they won't have to man the gates again today.
0:27:03 > 0:27:06It's getting to 6:30 now, so a lot of people have started going home.
0:27:06 > 0:27:10So hopefully we may be able to cope without having to close everything this time.
0:27:10 > 0:27:12But Michael spoke too soon.
0:27:12 > 0:27:14Despite rush hour being almost over,
0:27:14 > 0:27:16passenger numbers have grown so fast
0:27:16 > 0:27:19that this evening Michael is forced to put out the call
0:27:19 > 0:27:21not once more...
0:27:21 > 0:27:23Man the gates! Excuse me, please! SHE GROANS
0:27:23 > 0:27:25..but twice.
0:27:25 > 0:27:28And twice more, Laura has to race into action.
0:27:28 > 0:27:30Sorry, guys! Stand back, please!
0:27:30 > 0:27:33Oh. This running is not good for me.
0:27:33 > 0:27:35It's unusual, but not unheard of,
0:27:35 > 0:27:39for the station to have to shut its gates four times in one night.
0:27:39 > 0:27:42- HE LAUGHS:- They're lucky it's not raining today.
0:27:42 > 0:27:45Sometimes it is raining and they end up getting wet while standing there.
0:27:45 > 0:27:47Base to the bullring, base to the bullring.
0:27:47 > 0:27:49Can we reopen, please? Can we reopen?
0:27:49 > 0:27:52Eventually, Michael gives the final all clear.
0:27:52 > 0:27:54Peak time has now passed
0:27:54 > 0:27:57and passenger numbers are down to safe levels.
0:27:57 > 0:28:00Come round, my love. Are you all right?
0:28:00 > 0:28:02With no more calls to man the gates,
0:28:02 > 0:28:05Laura can get back to the part of the job she loves best -
0:28:05 > 0:28:07helping customers.
0:28:07 > 0:28:10Yeah, once you've gone through, it won't let you in again, my darling.
0:28:10 > 0:28:11All right?
0:28:11 > 0:28:14There's the people that come through who take the time out to say,
0:28:14 > 0:28:16"Hello", "Are you all right?" "Have a lovely day,"
0:28:16 > 0:28:20and it really makes the difference. It really does.
0:28:21 > 0:28:22- SHE LAUGHS - Bless him.