0:00:02 > 0:00:04It's the most famous shopping street in the world,
0:00:04 > 0:00:07in the heart of Britain's capital city -
0:00:07 > 0:00:12a mile and a half long, with 30 million visitors each year,
0:00:12 > 0:00:14with some of the world's most famous shops,
0:00:14 > 0:00:17- biggest stars...- Kate Moss. - CHEERING
0:00:17 > 0:00:21- ..and busiest stations. - Sorry, guys, stand back for me!
0:00:21 > 0:00:24What does it take to keep it running 24 hours a day...
0:00:24 > 0:00:27It's the busiest street in the world, so needs constant attention.
0:00:27 > 0:00:30- ..seven days a week?- Oi! Clear off!
0:00:30 > 0:00:33You're going to be arrested on suspicion of attempted theft.
0:00:33 > 0:00:35Are you ready, London?
0:00:35 > 0:00:38A street that never sleeps.
0:00:38 > 0:00:41This 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 > 0:00:51The Oxford Street police crack down on table surfing -
0:00:51 > 0:00:54distraction thefts from bars and cafes.
0:00:54 > 0:00:57Just be aware of your belongings cos they'll be targeting you.
0:00:57 > 0:00:59And window cleaning on ropes.
0:00:59 > 0:01:01This is the best bit - the point of no return.
0:01:07 > 0:01:10Oxford Street may be the home of shopping in the West End,
0:01:10 > 0:01:13but the streets and courtyards immediately around it
0:01:13 > 0:01:15are the place to eat and drink.
0:01:15 > 0:01:19There's everything from Michelin stars to frozen ice bars
0:01:19 > 0:01:23and the best restaurants get busy from early in the evening.
0:01:23 > 0:01:26Making sure it's a safe place to eat and drink
0:01:26 > 0:01:29is the job of the Oxford Street police team, known as ORB,
0:01:29 > 0:01:34and tonight, PC Andy Pescott is on patrol, doing just that.
0:01:36 > 0:01:38At the moment, he's on the lookout
0:01:38 > 0:01:41for a priority crime known as table surfing.
0:01:41 > 0:01:44This is when thieves target bars and restaurants
0:01:44 > 0:01:46and attempt to distract their customers,
0:01:46 > 0:01:50then steal items like phones or cash from their tables.
0:01:50 > 0:01:54It's a problem throughout UK city centres.
0:01:54 > 0:01:55And out on patrol...
0:01:58 > 0:02:02From 3279. Have you got a direction of travel, please?
0:02:02 > 0:02:04Negative. No direction of travel at the moment.
0:02:04 > 0:02:07..Andy gets a call to just such a crime.
0:02:07 > 0:02:10Flower seller's just stolen a phone on Hanover Street.
0:02:10 > 0:02:14It's only a few hundred yards away, so Andy hurries.
0:02:16 > 0:02:20But at the location of the robbery, there's no sign of anyone suspicious.
0:02:20 > 0:02:23Andy decides to take a look round the area,
0:02:23 > 0:02:27but the description he was given over the radio is basic.
0:02:27 > 0:02:30It was a possible European male, dark clothing.
0:02:30 > 0:02:33This time round, it seems the thief is long gone.
0:02:33 > 0:02:37Yeah, re the flower seller, Slug and Lettuce,
0:02:37 > 0:02:40I've done a quick area search from Hanover Street,
0:02:40 > 0:02:43Brook Street, South Molton Lane, South Molton Street - no trace.
0:02:43 > 0:02:47Andy decides to warn drinkers at the local pubs
0:02:47 > 0:02:52that there's a table surfer about and it seems he's been seen.
0:02:52 > 0:02:54How long ago and where?
0:02:54 > 0:02:58I would say it was about an hour ago and right there. He had flowers.
0:02:58 > 0:03:00Yeah. So, basically, he's offering you flowers
0:03:00 > 0:03:02but when he puts them down, he'll take your phone.
0:03:02 > 0:03:06For tonight, at least, Andy's thief is gone.
0:03:06 > 0:03:09But the ORB team know there are table surfers out there
0:03:09 > 0:03:13and they're determined to stop them. With that in mind,
0:03:13 > 0:03:17tonight, other plain-clothes officers have been covertly hidden
0:03:17 > 0:03:19in various pubs and restaurants,
0:03:19 > 0:03:22in an operation overseen by PC Darren Bond.
0:03:22 > 0:03:23Whoa.
0:03:24 > 0:03:28And just off Oxford Street, Darren sees two men
0:03:28 > 0:03:32he thinks are behaving suspiciously. He decides to tail them.
0:03:33 > 0:03:34I've seen a couple of guys.
0:03:34 > 0:03:38I noticed one of them outside one of the restaurants up the road
0:03:38 > 0:03:41and he was looking around a lot before going in.
0:03:41 > 0:03:44I've now noticed them going towards another restaurant
0:03:44 > 0:03:47a few minutes later and, again, very edgily looking around
0:03:47 > 0:03:50before looking to go into a restaurant.
0:03:50 > 0:03:52Maybe they're looking for bags to take.
0:03:52 > 0:03:55They're walking off again now from this restaurant.
0:03:55 > 0:03:58The only option is to covertly follow the two men.
0:03:58 > 0:04:00They soon head into another restaurant.
0:04:00 > 0:04:04Darren follows them in and decides it's time to sit down on the job.
0:04:06 > 0:04:08- OK.- So, it won't be eating,
0:04:08 > 0:04:11- it'll just be watching somebody for a second.- I see, OK.
0:04:14 > 0:04:17But after a few moments, Darren is happy
0:04:17 > 0:04:19that the two men were just being fussy
0:04:19 > 0:04:22over which restaurant to choose.
0:04:22 > 0:04:24You'll get ones that'll sit down in a restaurant
0:04:24 > 0:04:26but you're looking not so much...
0:04:26 > 0:04:28Sometime you think that's more innocent
0:04:28 > 0:04:31but it can be sometimes they're looking to do something
0:04:31 > 0:04:33next to them, but these guys, I can't see anything for them
0:04:33 > 0:04:37to take where they are, so they're probably all right.
0:04:37 > 0:04:41But, elsewhere, there has been a table surf and Darren gets word
0:04:41 > 0:04:45that one of his covertly hidden officers thinks she's foiled it.
0:04:45 > 0:04:49A couple of the team have deployed to one of our hot spots
0:04:49 > 0:04:54and are looking for bag thieves and what we call table surfers
0:04:54 > 0:04:57and they've been looking for that type of offence
0:04:57 > 0:04:59and have witnessed one, so we've got one detained.
0:05:01 > 0:05:04Later, Darren catches up with his team and a table surfer.
0:05:12 > 0:05:18It's 6.30am on Oxford Street and, at the moment, all the shops are shut.
0:05:18 > 0:05:20This is no time for a bit of retail therapy,
0:05:20 > 0:05:23but it IS the time when the street does its housework.
0:05:25 > 0:05:30Oxford Street, more than most roads, needs to keep up appearances,
0:05:30 > 0:05:33which is why Craig Deamer and his team of window cleaners
0:05:33 > 0:05:35are here bright and early.
0:05:35 > 0:05:38Today, this office block is in their sights.
0:05:38 > 0:05:42The owners want the windows cleaned before the shops open their doors
0:05:42 > 0:05:44in a couple of hours' time.
0:05:44 > 0:05:46This being Oxford Street,
0:05:46 > 0:05:49cleaning the windows takes a little more than a rag and a bucket.
0:05:51 > 0:05:54With no space for erecting a platform or machinery,
0:05:54 > 0:05:57they're going to have to do this one from the top down.
0:05:57 > 0:05:58It's the middle of Oxford Street.
0:05:58 > 0:06:03It's going to be very busy in the next half an hour or so.
0:06:03 > 0:06:07Our biggest concern is the weather. It's predicted thunderstorms later.
0:06:07 > 0:06:10So, they quickly head to the roof to get started.
0:06:10 > 0:06:15- LIFT:- 'Doors closing.' - They're taking the easy way up.
0:06:15 > 0:06:19But it'll be the hard way down. They're going abseiling.
0:06:19 > 0:06:22With such extreme window cleaning ahead,
0:06:22 > 0:06:24they need specialist equipment.
0:06:24 > 0:06:27These ropes can take the weight of five fully-grown men,
0:06:27 > 0:06:30so there's no concern over them snapping,
0:06:30 > 0:06:32but Craig has another worry.
0:06:32 > 0:06:36Any rubbing of the rope on a sharp edge will just cut the rope.
0:06:36 > 0:06:40- That's our main concern. - Fortunately, they have a solution.
0:06:40 > 0:06:42We use Kevlar matting.
0:06:42 > 0:06:47Kevlar is five times stronger than steel and will prevent any disasters.
0:06:47 > 0:06:50Craig and Andy will be doing the first run.
0:06:50 > 0:06:51Back on the ground,
0:06:51 > 0:06:55trainee rope window cleaner, Sean, will be keeping an eye on the clock.
0:06:55 > 0:06:59He doesn't know it yet, but he's also going to be having a go himself.
0:06:59 > 0:07:02The shop will be open at nine o'clock, so we've got to get
0:07:02 > 0:07:04these two front elevations done before the shop opens.
0:07:04 > 0:07:07But, even with all safety measures taken,
0:07:07 > 0:07:09the experienced hands are apprehensive.
0:07:09 > 0:07:13If you ain't nervous, you're more likely to make more mistakes.
0:07:13 > 0:07:17And with one last text to his mum, it's time to clean some windows.
0:07:19 > 0:07:22This is the best bit - the point of no return.
0:07:24 > 0:07:29As they progress down, those Kevlar safety mats are going their job.
0:07:29 > 0:07:32And the windows certainly need plenty of attention.
0:07:32 > 0:07:37The street has near-permanent bus and taxi traffic, a hoard of pigeons
0:07:37 > 0:07:41and this particular building is next to the giant building works
0:07:41 > 0:07:45at the Crossrail site. This could take a lot of washing-up liquid.
0:07:45 > 0:07:48Cleaning the windows, come up to the bars -
0:07:48 > 0:07:50bit difficult to get your arm behind.
0:07:50 > 0:07:54Apart from that, great views, great scenery.
0:08:01 > 0:08:05With the seasoned pros getting the windows above the alley and doorway
0:08:05 > 0:08:07finished in time for the shops to open,
0:08:07 > 0:08:10Craig has a surprise for trainee Sean.
0:08:10 > 0:08:14- Right, Sean, it's your turn, buddy. - OK.- How do you feel about it, bud?
0:08:14 > 0:08:17- Fine.- Yeah?- Looking forward to it. - All right, go steady.
0:08:17 > 0:08:19I'll be down the bottom if you need me.
0:08:19 > 0:08:21It's not trainee Sean's first time up the rope,
0:08:21 > 0:08:24but Oxford Street has more distractions than most
0:08:24 > 0:08:27and with the rain due within the hour,
0:08:27 > 0:08:31this will be a test of his ability to focus and get the job done.
0:08:31 > 0:08:33- He fancies his chances. - It's a lot to take in.
0:08:33 > 0:08:37You've got really concentrate and knuckle down in your training course
0:08:37 > 0:08:39and then that all shows when you're out on the ropes.
0:08:39 > 0:08:42But now's the moment to keep his cool.
0:08:42 > 0:08:44He's tying the ropes that will take his weight once he's hanging
0:08:44 > 0:08:47- over the edge of the building. - This looks shorter.
0:08:47 > 0:08:50- Between the two eights, where you had the other eight.- Oh, OK.
0:08:52 > 0:08:54- Look like you're shaking a bit. - SEAN LAUGHS NERVOUSLY
0:08:56 > 0:08:58Excited. Looking forward to going over the edge
0:08:58 > 0:09:01- and doing some window cleaning. - Down on the ground,
0:09:01 > 0:09:04Craig is also waiting for Sean to get on with the job.
0:09:04 > 0:09:07When we do this bit and go over the edge,
0:09:07 > 0:09:09the adrenaline kicks in and it's great.
0:09:09 > 0:09:12Sean is now suspended over Oxford Street,
0:09:12 > 0:09:14at the mercy of the ropes he tied himself.
0:09:16 > 0:09:19But Andy is watching his every step.
0:09:19 > 0:09:22Try and make sure your rope protector's done up nice and secure.
0:09:22 > 0:09:26It's now up to Sean and Andy to clean the rest of the windows
0:09:26 > 0:09:31- and divvy up the work. - I can't get...- You can't get there?
0:09:32 > 0:09:35Is it just too much of a stretch for you? I'll get your bit of window...
0:09:35 > 0:09:38And by the end of the drop,
0:09:38 > 0:09:42Sean is confidently cleaning windows like an old pro.
0:09:46 > 0:09:50- Well done. Good effort. - You've done really well.- Cheers.
0:09:50 > 0:09:54- Bit more swinging and you'll be fine.- I really enjoyed that.
0:09:54 > 0:09:57Getting over the edge was a bit of a buzz and adrenalin,
0:09:57 > 0:09:59then coming down, yeah, it was good.
0:10:00 > 0:10:03But with several hundred stores on Oxford Street
0:10:03 > 0:10:05needing their windows cleaned,
0:10:05 > 0:10:07there's a steady stream of work for the boys.
0:10:07 > 0:10:10But that's a job for another day.
0:10:10 > 0:10:13We can drive away, happy that the job's been completed on time.
0:10:13 > 0:10:15HE TOOTS HORN
0:10:26 > 0:10:28Oxford Circus Tube station.
0:10:28 > 0:10:33Tens of thousands of people pass through this ticket hall each day,
0:10:33 > 0:10:36making it the busiest station on the network.
0:10:36 > 0:10:40And for staff based here, how they interact with passengers
0:10:40 > 0:10:44and the quality of their customer service is everything...
0:10:44 > 0:10:46Northbound Bakerloo, platform four.
0:10:46 > 0:10:49..as new girl Sinead knows only too well.
0:10:49 > 0:10:52It's a job you have to have quite a thick skin for.
0:10:52 > 0:10:54You have to be quite bubbly, you can't be too shy.
0:10:54 > 0:10:57Customers are always in need of help,
0:10:57 > 0:11:00they're always in need of directions they're always in need of help
0:11:00 > 0:11:03with the machines, tickets or just general information.
0:11:03 > 0:11:06It's a fantastic job and I'm glad I'm here.
0:11:06 > 0:11:09I need to go to Kensington.
0:11:09 > 0:11:11Change at Victoria for the Circle line
0:11:11 > 0:11:14and that will take you to High Street Kensington.
0:11:14 > 0:11:16And it's a good job she's prepared
0:11:16 > 0:11:19because tonight's an important one for the station.
0:11:20 > 0:11:23Transport for London are modernising the Tube service
0:11:23 > 0:11:26and this includes closing ticket offices
0:11:26 > 0:11:29so customers can only buy tickets from machines.
0:11:29 > 0:11:31The plan is this will free up staff
0:11:31 > 0:11:35to deal with passengers face-to-face on the station floor.
0:11:35 > 0:11:39But some staff are nervous, so today, at Oxford Circus,
0:11:39 > 0:11:41they're doing a trial closure.
0:11:41 > 0:11:44Team leader Mustak is overseeing the experiment.
0:11:44 > 0:11:46Today, all our staff will be coming
0:11:46 > 0:11:49and helping our customers on the machines.
0:11:50 > 0:11:52Staff realise that technology has taken over
0:11:52 > 0:11:56so they have to utilise that more and they understand that,
0:11:56 > 0:11:58but some staff are nervous.
0:11:58 > 0:12:02One staff member who will be coming out of the office today
0:12:02 > 0:12:04is station assistant Stan Neill.
0:12:04 > 0:12:08- He's worked the ticket office here for nearly 30 years.- I'm sad.
0:12:08 > 0:12:12I think the ticket office should have been kept open, my own opinion,
0:12:12 > 0:12:16because it's nice to help people at the window,
0:12:16 > 0:12:19especially tourists, and we're coming to the busy summer season,
0:12:19 > 0:12:22so that should be fun and games outside.
0:12:22 > 0:12:25I hope it all goes well, that's all I hope.
0:12:25 > 0:12:27They're about to find out.
0:12:27 > 0:12:32- You're giving me £10.- Stan, make that your last one, yeah?- OK.
0:12:32 > 0:12:37So, I'm going to close now and get outside amongst all the people.
0:12:37 > 0:12:39You deal with the two machines here, three machines.
0:12:39 > 0:12:42This is your guideline, so if you're not sure what to do,
0:12:42 > 0:12:44- this tells you in there.- OK, thanks.
0:12:44 > 0:12:47So, with a guidebook and some encouraging words,
0:12:47 > 0:12:50staff now have an hour and a half of solid customer service
0:12:50 > 0:12:53and no ticket office to hide away in.
0:12:53 > 0:12:56It's just a trial this time, but in two weeks,
0:12:56 > 0:13:00their jobs will be based permanently out on the ticket hall floor.
0:13:00 > 0:13:03Mustak's team get stuck in.
0:13:03 > 0:13:06It's £4.80 to Arsenal.
0:13:06 > 0:13:09- Two children to Victoria, return. - No, hang on.
0:13:09 > 0:13:12The best ticket is a one-day travel card, OK?
0:13:12 > 0:13:14- Is it cheaper than the return? - Yeah.- OK.
0:13:14 > 0:13:16But it's not long before the team are faced
0:13:16 > 0:13:18with a more complex ticket problem.
0:13:18 > 0:13:21This man's monthly travel card is broken
0:13:21 > 0:13:23and he needs to get it replaced.
0:13:23 > 0:13:26I went to the ticket office to get it changed,
0:13:26 > 0:13:29but it looks like it's closed.
0:13:29 > 0:13:32Without a ticket office, Mustak's options are limited.
0:13:38 > 0:13:39I can do it for two days
0:13:39 > 0:13:43and then they will transfer the monthly to your new card.
0:13:43 > 0:13:47Mustak can't issue a new monthly card from the machines available.
0:13:47 > 0:13:50The man will have to make do with a two-day ticket
0:13:50 > 0:13:52and contact customer services separately.
0:13:52 > 0:13:54The ticket office was great last time.
0:13:54 > 0:13:57This time there was no ticket office, so we'll see.
0:13:59 > 0:14:01It's a far from ideal start for the closure trial
0:14:01 > 0:14:04but while staff continue to get to grips with it,
0:14:04 > 0:14:08other staff are about to put different customer service skills
0:14:08 > 0:14:09to the test.
0:14:09 > 0:14:11VIP, eastbound Central line.
0:14:11 > 0:14:15- What number train, rear car? Over. - Train number 002. Over.
0:14:15 > 0:14:18On my way. Out. I'm going to go and meet a VIP.
0:14:18 > 0:14:23Gerry Haines, better known as the Colonel, has got a VIP to deal with.
0:14:23 > 0:14:27VIP, in company parlance, means a visually impaired passenger.
0:14:27 > 0:14:30A visually impaired passenger is going to need help
0:14:30 > 0:14:34being led from one platform to another. That's where I come in.
0:14:34 > 0:14:36While he heads to the platform,
0:14:36 > 0:14:39up top, Sinead has got herself a traveller
0:14:39 > 0:14:42in need of a different kind of assistance.
0:14:48 > 0:14:51This man has had a few drinks
0:14:51 > 0:14:54and staff believe he slipped on the stairs and banged his head.
0:14:54 > 0:14:59Sinead takes him into the office. He could need medical help.
0:14:59 > 0:15:04Later, VIPs, injuries and ticket issues are par for the course
0:15:04 > 0:15:07as evening continues in the ticket hall.
0:15:14 > 0:15:18Outside a busy bar full of evening drinkers,
0:15:18 > 0:15:21the Oxford Street police team have made an arrest
0:15:21 > 0:15:23and they think it's a big score.
0:15:25 > 0:15:28One of Darren's most recent recruits has radioed him
0:15:28 > 0:15:32to say she's just bagged herself a table surfer.
0:15:32 > 0:15:34Yeah, so my colleagues who's got this body
0:15:34 > 0:15:37was recently on our training programme
0:15:37 > 0:15:40and has done a number of shifts working with us.
0:15:40 > 0:15:44Darren is soon on the scene. This is the suspect.
0:15:44 > 0:15:46He's having his picture taken and circulated
0:15:46 > 0:15:49to see if any other officers recognise his face.
0:15:49 > 0:15:52The guy's been seen to approach the table
0:15:52 > 0:15:54with four young ladies having a drink
0:15:54 > 0:15:56with their phones on the table.
0:15:56 > 0:16:00He's put an A4 piece of paper across the table
0:16:00 > 0:16:03that has, scrawled on it in some foreign language, some writing.
0:16:03 > 0:16:07It doesn't seem to be particularly legible, but that doesn't matter,
0:16:07 > 0:16:09cos that means the person has to look at it more intently
0:16:09 > 0:16:12to see what they're actually reading in front of them.
0:16:12 > 0:16:15This is the paper. It's part of a cunning ruse,
0:16:15 > 0:16:19but Darren's covert officer spotted what was happening.
0:16:19 > 0:16:22Myself and Richard have been out today in plain clothes.
0:16:22 > 0:16:25We've been in All Bar One, sitting by the table.
0:16:25 > 0:16:27I noticed this gentleman approach some females
0:16:27 > 0:16:29with a bit of paper in his hand
0:16:29 > 0:16:31and put his hand under the bit of paper
0:16:31 > 0:16:34and I could clearly see him pick up the phone, which amounts to theft.
0:16:34 > 0:16:38So, we stopped him straightaway and he's been arrested for theft.
0:16:38 > 0:16:40Excellent result. Really pleased with it.
0:16:40 > 0:16:44The training course helps officers to develop the skills
0:16:44 > 0:16:47to spot when individuals might be up to no good.
0:16:47 > 0:16:49This shows that the training course really does work.
0:16:49 > 0:16:53The arrested man seems a little bewildered at what's happened
0:16:53 > 0:16:55and doesn't want to try his English.
0:16:55 > 0:16:57HE SPEAKS IN NATIVE TONGUE
0:16:59 > 0:17:01With the suspect taken in for interview,
0:17:01 > 0:17:04the woman whose phone was nearly stolen is relieved
0:17:04 > 0:17:06to still have her prize possession.
0:17:06 > 0:17:09This is my iPhone and, obviously, it's a smartphone
0:17:09 > 0:17:14and they're quite desirable, so a lot of people will try and get them.
0:17:14 > 0:17:17He basically put that bit of paper on top of my phone,
0:17:17 > 0:17:19trying to steal my phone and, luckily,
0:17:19 > 0:17:24we managed to catch this and we got really lucky
0:17:24 > 0:17:27because next to us, there were two police officers.
0:17:27 > 0:17:30They blended extra well cos I would never have guessed
0:17:30 > 0:17:34that they were police officers and I'm grateful that they were here.
0:17:34 > 0:17:37It's one table surfer safely off the streets,
0:17:37 > 0:17:39but there will be others out there.
0:17:39 > 0:17:42Darren thinks the diners and drinkers of the West End
0:17:42 > 0:17:46would do well to keep their eyes peeled.
0:17:46 > 0:17:49Always ask yourself, "Why is this person approaching my table?
0:17:49 > 0:17:52"Why are they talking to me? What are they doing with their hands?"
0:17:52 > 0:17:56Just be aware of your belongings, your bags by your feet,
0:17:56 > 0:18:01They're looking to target people in pubs, in cafes,
0:18:01 > 0:18:04catch them unawares and be off with your personal property.
0:18:04 > 0:18:05Don't allow them to.
0:18:13 > 0:18:17Oxford Street's central location makes it the ideal place
0:18:17 > 0:18:20for star-studded openings and product launches.
0:18:20 > 0:18:24And that usually means there'll be a photo opportunity or two
0:18:24 > 0:18:26with a famous celeb on the street.
0:18:26 > 0:18:28And that's it. That's lovely.
0:18:28 > 0:18:30That's great. That's lovely. Thank you, Anthea.
0:18:30 > 0:18:32Today, an event is planned
0:18:32 > 0:18:36with a soap actress appearing on the steps of a large department store
0:18:36 > 0:18:40and that's good news for photographer Andy Barnes.
0:18:40 > 0:18:43Michelle Keegan is turning up at House of Fraser.
0:18:43 > 0:18:46She is number one FHM's sexiest women in the world.
0:18:46 > 0:18:51Doing a big party tonight, but she's doing a launch of a clothing range
0:18:51 > 0:18:54at House of Fraser, Oxford Street. I'm on my way.
0:18:57 > 0:19:00Andy is a celebrity photographer who makes his living
0:19:00 > 0:19:03being in the right place at the right time with a camera.
0:19:03 > 0:19:06He's usually on or around Oxford Street
0:19:06 > 0:19:10and thinks snaps of former Coronation Street star Michelle Keegan
0:19:10 > 0:19:13are something he can sell to celebrity magazines.
0:19:13 > 0:19:17Pictures of Michelle Keegan, at the moment, sell exceptionally well.
0:19:17 > 0:19:19They are really good. They are like gold dust.
0:19:19 > 0:19:21Andy's hoping to get an exclusive.
0:19:21 > 0:19:24Cos I know so many people in the area now,
0:19:24 > 0:19:26I get invited to events and parties.
0:19:26 > 0:19:29This is really my manor, if you like.
0:19:29 > 0:19:34But at House of Fraser, it's clear he's not the first pap on the scene.
0:19:34 > 0:19:38- Do you know what time? - Er, 5.15.- 5.15?
0:19:38 > 0:19:40Andy gets to work.
0:19:40 > 0:19:42First of all, he needs to find out
0:19:42 > 0:19:45the state of play with the store itself.
0:19:45 > 0:19:47Is this where the photocall's going to happen?
0:19:53 > 0:19:55- Where's she going to...? - Right there.- Right there?
0:19:55 > 0:19:59- Definitely for quarter past five? - Yes.- Yeah? Brilliant.
0:19:59 > 0:20:02The event's important for House of Fraser.
0:20:02 > 0:20:04They're hoping the celebrity endorsement
0:20:04 > 0:20:07will help them sell more of the clothing line.
0:20:07 > 0:20:09To help gain publicity, they've roped off an area
0:20:09 > 0:20:12on the front steps of the store for photographers.
0:20:12 > 0:20:16Andy wants to see how far he can push for access.
0:20:16 > 0:20:19Is there an opportunity to get any pictures inside at all?
0:20:19 > 0:20:20My understanding is no.
0:20:20 > 0:20:25It's a blow for Andy and, as he waits, competition is growing.
0:20:25 > 0:20:28Andy's agency have got him accreditation from the store
0:20:28 > 0:20:32to be in the photographer's pen but other paps are arriving
0:20:32 > 0:20:34and getting the same access
0:20:34 > 0:20:37without having agreed attendance in advance.
0:20:37 > 0:20:39What's he doing?
0:20:43 > 0:20:47No, he's not one of the accredited photographers. So, he's like..
0:20:48 > 0:20:51He needs to stay out of the pen area.
0:20:51 > 0:20:53So, I'm the one who's been accredited.
0:20:53 > 0:20:55- Just give me one second. - All right.
0:20:55 > 0:20:58I'm just making sure that I'm the one,
0:20:58 > 0:21:01the photographer who actually does the photos
0:21:01 > 0:21:03inside the press pen area.
0:21:03 > 0:21:05But, despite Andy's protests,
0:21:05 > 0:21:09it's decided the unaccredited photographer can stay.
0:21:09 > 0:21:12He's been let in, so you've just got to run with it.
0:21:12 > 0:21:15Definitely going to have to up the game now, without a doubt.
0:21:15 > 0:21:18We're going to have to make sure we get the right images,
0:21:18 > 0:21:20get them sent out ever so quickly.
0:21:20 > 0:21:25It's now a straight fight to get the best pics and Andy's in his element.
0:21:25 > 0:21:28I get a good little rush from doing this job.
0:21:28 > 0:21:31It gives me a real buzz and that's why I really enjoy it
0:21:31 > 0:21:35and that's why I decided to do what I do now.
0:21:35 > 0:21:38Oxford Street is just one big, buzzy street.
0:21:38 > 0:21:42A crowd is gathering to see what all the fuss is about.
0:21:42 > 0:21:44Meanwhile, at the back of the store,
0:21:44 > 0:21:47Michelle sneaks in through a side door.
0:21:47 > 0:21:51Andy rushes for a look but he's too late.
0:21:51 > 0:21:53She's gone straight in down that way.
0:21:53 > 0:21:56He'll have to make do with the press pen,
0:21:56 > 0:21:59but at least he's at the front, which matters,
0:21:59 > 0:22:02because moments later, Michelle Keegan arrives
0:22:02 > 0:22:04and Andy gets to work.
0:22:04 > 0:22:09- Hi, Michelle, how are you doing? Michelle, look this way.- Yeah.
0:22:09 > 0:22:12And, Michelle, looking this way, please. Lovely.
0:22:12 > 0:22:14Brilliant, brilliant.
0:22:14 > 0:22:18And, with his prime location, Andy can snap away.
0:22:18 > 0:22:20This way, please. Lovely, thank you.
0:22:20 > 0:22:24After one minute and 42 seconds of standing in front of a hoarding,
0:22:24 > 0:22:26it's all over.
0:22:26 > 0:22:28We got a nice, clean shot
0:22:28 > 0:22:31and she was looking straight down the line at me,
0:22:31 > 0:22:33so it was great. Very pleased.
0:22:33 > 0:22:37And now the race is on to get the photos out and sold.
0:22:37 > 0:22:39There's a big market for snaps like this
0:22:39 > 0:22:42with the red-top newspapers and celebrity magazines.
0:22:42 > 0:22:44But they want the pictures right away,
0:22:44 > 0:22:48so Andy finds a spot nearby to upload his photos.
0:22:49 > 0:22:53Ooh, look at that. That is a nice picture.
0:22:53 > 0:22:56I'm sending them off to an agency
0:22:56 > 0:22:59that I use a lot for all my celeb stuff.
0:22:59 > 0:23:03Andy has high hopes for his afternoon on Oxford Street.
0:23:03 > 0:23:05I can see that type of picture being used,
0:23:05 > 0:23:08probably on the front page of something.
0:23:08 > 0:23:11If that happens, Andy will make serious money
0:23:11 > 0:23:14and he certainly thinks his day has been well spent.
0:23:14 > 0:23:16Really pleased. Got my pictures sent off.
0:23:16 > 0:23:19Fingers crossed and wait for the morning.
0:23:19 > 0:23:23With that done, Andy heads off, ready for his next celebrity bash.
0:23:31 > 0:23:35At the busiest station on the London Underground network, Oxford Circus,
0:23:35 > 0:23:39staff are testing their customer service skills to the limit.
0:23:39 > 0:23:42There's a practice closure of the ticket office,
0:23:42 > 0:23:44so staff are having to show passengers
0:23:44 > 0:23:46how to use the ticket machines.
0:23:46 > 0:23:50Now touch your card. No, no, you have to leave it there, otherwise...
0:23:50 > 0:23:55- Yeah, there you go.- They've had some teething problems.- My card broken.
0:23:55 > 0:23:58- And the queues are building up.- You've used up your money.
0:23:58 > 0:24:01You need to put on £3.
0:24:01 > 0:24:04But as the going gets tough, the tough get going
0:24:04 > 0:24:08and staff seem to be getting to grips with the new set-up.
0:24:08 > 0:24:12£15 in change and £5 on the machine, OK?
0:24:12 > 0:24:13He was very polite with me
0:24:13 > 0:24:17and he was very useful and he helped me so much.
0:24:17 > 0:24:20- There you go.- Thank you very much. - Enjoy. Thank you.
0:24:20 > 0:24:23- That's your receipt. Thank you very much.- Thank you very much.
0:24:24 > 0:24:27OK, looks like you've won the jackpot there.
0:24:27 > 0:24:30- Do you want to play again? Cheers. - Thank you very much.- Bye.
0:24:30 > 0:24:33- Thank you.- Happy.
0:24:33 > 0:24:36After some early nerves, staff are feeling more positive.
0:24:36 > 0:24:40It's like training a new-born child how to work.
0:24:40 > 0:24:43It's not going to be easy, but with time, you should get used to it.
0:24:45 > 0:24:47Not everyone's convinced about the changes.
0:24:47 > 0:24:50There are still concerns from passengers and staff.
0:24:50 > 0:24:52Why have these machines
0:24:52 > 0:24:54when these people are there telling you how to work it?
0:24:54 > 0:24:59They might as well be stuck behind the cash point...cash desk,
0:24:59 > 0:25:01where you're going to get sense out of them.
0:25:01 > 0:25:05And it doesn't smile at me or say thank you.
0:25:05 > 0:25:09I'm not the first. People have problems trying to get tickets
0:25:09 > 0:25:13and they need people in the ticket offices to assist and help.
0:25:13 > 0:25:16As far as most customers are concerned, very, very wrong.
0:25:16 > 0:25:19So far, I haven't had any major problems.
0:25:19 > 0:25:23The customers might get used to it, I'll probably get used to it.
0:25:23 > 0:25:26Let's hope that nothing goes seriously wrong.
0:25:26 > 0:25:28But as the test period comes to a close,
0:25:28 > 0:25:30working without the ticket office
0:25:30 > 0:25:33hasn't been the disaster some feared it might be.
0:25:33 > 0:25:36- You've done well, for what we have to deal with.- Sure.
0:25:36 > 0:25:38So, everybody, well done.
0:25:38 > 0:25:42And one man hasn't had quite the experience he expected.
0:25:42 > 0:25:44I'm looking forward to it.
0:25:44 > 0:25:47It wasn't as bad as I thought it was going to be.
0:25:47 > 0:25:49For tonight, Mustak reopens the ticket office.
0:25:49 > 0:25:52He'll be hoping things go as smoothly
0:25:52 > 0:25:56when it closes its curtains permanently in two weeks' time.
0:25:56 > 0:25:59They all know what to expect from the customer, what went well,
0:25:59 > 0:26:02what went wrong, so hopefully, they will learn from that and then,
0:26:02 > 0:26:05on the day, when we close the ticket offices,
0:26:05 > 0:26:09they'll pick out those things from today's experience.
0:26:09 > 0:26:12Meanwhile, down on the platform,
0:26:12 > 0:26:15and Gerry's just in time for his VIP.
0:26:15 > 0:26:17Hello, sir. I'm a member of staff. Can I help you?
0:26:17 > 0:26:19He wants to get to the Victoria line.
0:26:19 > 0:26:21You want to get to the Victoria line, OK.
0:26:21 > 0:26:23Northbound or southbound?
0:26:25 > 0:26:27Highbury and Islington, platform six.
0:26:27 > 0:26:29Do you want somebody to meet you at the other end?
0:26:29 > 0:26:31OK. 2-4 for base.
0:26:32 > 0:26:35Excuse me, folks. Come this way, please.
0:26:36 > 0:26:38- HANDSET:- 'That's train number two. Over.'
0:26:38 > 0:26:41Imagine that without London Underground being there to help
0:26:41 > 0:26:44and provide this service, it would be much more difficult
0:26:44 > 0:26:48for a disabled person to find their way around in London.
0:26:48 > 0:26:51That's one of the things I enjoy about this job. I can help people.
0:26:51 > 0:26:53Mind the doors, please!
0:26:58 > 0:27:02Up in the station office, Sinead's busy helping her injured passenger.
0:27:05 > 0:27:08- No.- Will you drink that for me, please? Thank you.
0:27:08 > 0:27:10What's your name, sir?
0:27:11 > 0:27:14Did you hit your head? Cos I've seen you holding it.
0:27:14 > 0:27:18- No, I'm fine. I missed a step. - You missed a step, yeah.
0:27:18 > 0:27:22It is quite busy in the station, especially with the rain and that.
0:27:24 > 0:27:27A glass of water and some comforting words later,
0:27:27 > 0:27:29they're happy to see him on his way.
0:27:31 > 0:27:33That's no problem. That's what we're here for.
0:27:33 > 0:27:35Picking drunks up off the bottom of the stairs.
0:27:40 > 0:27:42She won't let me hold her hand.
0:27:42 > 0:27:44I'm going to go on the escalator in front of you.
0:27:44 > 0:27:47Don't fall on top of me cos I'll move and let you fall.
0:27:49 > 0:27:52Bakerloo southbound to Waterloo.
0:27:52 > 0:27:55With Sinead onside, the man has made it to the platform.
0:27:55 > 0:27:59Now all she's got to do is get him into a carriage.
0:27:59 > 0:28:02Looks like your train's here, my dear.
0:28:03 > 0:28:05All right. I hope you get home safe.
0:28:12 > 0:28:14Right, he's gone on his way.
0:28:14 > 0:28:17He'll probably wake up with a banging head in the morning
0:28:17 > 0:28:19and his wife probably won't be too happy with him
0:28:19 > 0:28:22and he probably won't remember speaking to me, but there you go.
0:28:22 > 0:28:24What can you do? Welcome to life on the Underground.