0:00:02 > 0:00:03There is a failure to provide enough housing
0:00:03 > 0:00:05for the people of this country.
0:00:05 > 0:00:08But landlords haven't made this problem,
0:00:08 > 0:00:11they've just got wealthier on the back of it.
0:00:13 > 0:00:16Once a nation of homeowners,
0:00:16 > 0:00:19there are now over 11 million people renting in Britain
0:00:19 > 0:00:24and most of the rent is being collected by private landlords.
0:00:24 > 0:00:27My philosophy is buy low, rent high.
0:00:29 > 0:00:32Proud Polish millionaire - that's the label I should be happy with.
0:00:34 > 0:00:38But many landlords have no idea what it's like to live in the properties
0:00:38 > 0:00:39they profit from...
0:00:40 > 0:00:42See the walls - damp and mould here.
0:00:42 > 0:00:45The baby's with allergy.
0:00:45 > 0:00:48It's affecting my health, undoubtedly.
0:00:48 > 0:00:51..and they can't always rely on the tenants to speak up.
0:00:51 > 0:00:53They have the power to say, "Right, you've nagged too much.
0:00:53 > 0:00:54"That's it. You're gone."
0:00:54 > 0:00:57I can't make it better for you till you say something!
0:00:59 > 0:01:02So, to experience it for themselves,
0:01:02 > 0:01:06these landlords have decided to swap their home comforts
0:01:06 > 0:01:08for a week in their tenants' shoes...
0:01:08 > 0:01:10It will give me some great insights.
0:01:10 > 0:01:13Maybe I don't want those insights.
0:01:13 > 0:01:15I'm quite excited. It's like going on holiday.
0:01:15 > 0:01:17Oh, my goodness!
0:01:17 > 0:01:19..to see the properties through their tenants' eyes...
0:01:19 > 0:01:21Whoa! Wow!
0:01:21 > 0:01:22That's the bad boy.
0:01:22 > 0:01:24Oh, OK, that pretty much is it.
0:01:24 > 0:01:26- Yeah.- So it's quite small.
0:01:26 > 0:01:28Don't touch it - health and safety.
0:01:29 > 0:01:30..and live on their budgets.
0:01:30 > 0:01:32How are we going to eat on £54?
0:01:32 > 0:01:34It's like being unemployed again!
0:01:34 > 0:01:36And once they have lived the realities
0:01:36 > 0:01:37of renting for themselves...
0:01:37 > 0:01:40We feel like we've lived like paupers.
0:01:40 > 0:01:42A bit upset, really.
0:01:42 > 0:01:44I think it makes me feel vulnerable.
0:01:44 > 0:01:47..will it make them change their properties
0:01:47 > 0:01:49or how they view their tenants?
0:01:49 > 0:01:52It's not safe. Not sure how did they survive?
0:01:52 > 0:01:56If I don't help right now, she's going to be there forever.
0:02:01 > 0:02:06People often ask me how many properties I've got
0:02:06 > 0:02:13and what I'm worth and to be frank with you, I have lost track.
0:02:13 > 0:02:17Surrey landlord Ben has built his fortune buying up family houses
0:02:17 > 0:02:19to rent to the student market.
0:02:19 > 0:02:22Did you know I tried to buy this one here?
0:02:22 > 0:02:25What we should do is get a set so we have a house in each road.
0:02:25 > 0:02:27Real-life Monopoly!
0:02:28 > 0:02:31It's a strategy that's proved increasingly lucrative.
0:02:31 > 0:02:34If I was to rent out to a family,
0:02:34 > 0:02:37I can get £1,300 to £1,500 for the house.
0:02:37 > 0:02:43But if I rent out each single room and use the existing lounge
0:02:43 > 0:02:46as a bedroom, I can get £1,800 to £2,000.
0:02:46 > 0:02:48Three, four, five, six.
0:02:48 > 0:02:51You can get six bedrooms.
0:02:51 > 0:02:54- Yeah.- And students are less demanding.
0:02:54 > 0:02:57We've got the strips coming off, haven't we?
0:02:57 > 0:02:59- They have.- Unless they're spoilt,
0:02:59 > 0:03:02and in that case the students are very demanding.
0:03:02 > 0:03:05One, two, three, four, five.
0:03:05 > 0:03:08Ben has 22 properties that provide
0:03:08 > 0:03:11a monthly rental income of around £20,000
0:03:11 > 0:03:15and ensure he's free of financial worry.
0:03:15 > 0:03:17The thing that being a landlord allows you to do
0:03:17 > 0:03:18is to have a lot more time,
0:03:18 > 0:03:21rather than being caught up in whatever it is
0:03:21 > 0:03:25that people want you to do, you can say, "No, I don't need to do that."
0:03:25 > 0:03:28I can just go off and follow my dream.
0:03:28 > 0:03:30Eight, one...
0:03:30 > 0:03:31I love dancing.
0:03:31 > 0:03:35I do a lot in the Latin, but I also know a lot of modern jives.
0:03:37 > 0:03:42See those mirrors there, so I had those specially put in for me
0:03:42 > 0:03:46to practise my way of doing a body roll, so...
0:03:46 > 0:03:51My dad is eccentric, kind, highly intelligent.
0:03:51 > 0:03:54You think he's like bat sugar crazy.
0:03:54 > 0:03:57I have about 20,000-plus comics.
0:03:57 > 0:03:59I would say it's a valuable collection.
0:03:59 > 0:04:03It's probably worth about £30,000 or £40,000.
0:04:03 > 0:04:07There's this bit in me that wants to save the world.
0:04:07 > 0:04:10I really do feel like I would probably be like the Doctor Who,
0:04:10 > 0:04:11that would be my superhero.
0:04:11 > 0:04:13I'd arise when there's a problem.
0:04:13 > 0:04:16I'd fix it and I'd vanish from people's lives.
0:04:16 > 0:04:18Doctor Who. I'm a Dalek!
0:04:18 > 0:04:21So, no, it's the other way around, isn't it?
0:04:21 > 0:04:24Ben has properties all over the UK, but the majority
0:04:24 > 0:04:28are in the Surrey town of Egham, just outside of London.
0:04:30 > 0:04:35With over 9,000 students here, finding tenants is never a problem,
0:04:35 > 0:04:39but renting to the youth market is not without its challenges.
0:04:39 > 0:04:43I have to incorporate damage because they do wreck your houses.
0:04:43 > 0:04:47So I've had students iron on the carpet, right?
0:04:47 > 0:04:49And they think, "Oh, I've burnt it.
0:04:49 > 0:04:52"I'll tell you what I'll do, I will move the bed over that,"
0:04:52 > 0:04:54or, "I'll put a rug over it."
0:04:54 > 0:04:56The worst, oh, my goodness,
0:04:56 > 0:05:00I came to check up on a student and she'd gone to bed,
0:05:00 > 0:05:04she'd left the gas stove on and it had blown out.
0:05:04 > 0:05:05Oh, five bedrooms.
0:05:05 > 0:05:07Ben now uses letting agents
0:05:07 > 0:05:11so he doesn't have to deal directly with issues from his tenants.
0:05:11 > 0:05:14I do feel a little bit disconnected from the tenants
0:05:14 > 0:05:17and I do wish I could engage more with them.
0:05:17 > 0:05:21To reconnect, Ben will be moving into one of his student rentals
0:05:21 > 0:05:25for a week, living with the students and on their budget.
0:05:25 > 0:05:27I'm going to carry some tools with me.
0:05:27 > 0:05:29Some screwdrivers, a clamp and a hammer.
0:05:29 > 0:05:32A plunger - that's just in case.
0:05:32 > 0:05:34I'm very nervous, actually.
0:05:34 > 0:05:39I was OK about it until last night and then I was, like, "Crap!"
0:05:40 > 0:05:42I've got to go and live with students!
0:05:42 > 0:05:45I'm worried about being a parent and having to say,
0:05:45 > 0:05:47"Come on, this is four nights in a row
0:05:47 > 0:05:50"that you've been out drinking and partying,"
0:05:50 > 0:05:53or just, I don't know, they'll be talking crap to me as well.
0:05:56 > 0:05:59Ben will be moving into this house in Egham.
0:06:00 > 0:06:02Originally a four-bed family home,
0:06:02 > 0:06:07Ben converted the garage and a living room and it's now shared
0:06:07 > 0:06:11by six students, each paying a monthly rent of £433.
0:06:12 > 0:06:15I wasn't thinking, I just poured the whole can of tomatoes in.
0:06:15 > 0:06:18One of them is 20-year-old Tilly.
0:06:18 > 0:06:20This is the first house I've ever rented myself.
0:06:20 > 0:06:22It's the first place I've ever lived without parents.
0:06:22 > 0:06:25But it is a daunting experience. You don't really know what's going on.
0:06:25 > 0:06:28You're obviously constantly calling your parents, saying,
0:06:28 > 0:06:30"Is this right? Am I paying the right amount?"
0:06:30 > 0:06:32Rents in Egham are twice the national average,
0:06:32 > 0:06:36and roughly the same whether it's a professional or student let.
0:06:36 > 0:06:43Overall, we pay £2,600 a month, which is a lot of money,
0:06:43 > 0:06:46so you wouldn't expect to have the basic problems that we have.
0:06:46 > 0:06:48PUMP WHIRS
0:06:48 > 0:06:51That's the sound of the water pump and that's not even hot water,
0:06:51 > 0:06:52that's cold water.
0:06:53 > 0:06:55So whenever anyone flushes the toilet in the night
0:06:55 > 0:06:57or whenever anyone's showering, whenever anyone's washing
0:06:57 > 0:07:00their hands or does the washing-up we get this constant noise.
0:07:00 > 0:07:02WHIRRING CONTINUES
0:07:02 > 0:07:05Someone's obviously washing their hands downstairs.
0:07:05 > 0:07:07We complained about it quite a lot when we first moved in
0:07:07 > 0:07:10and the advice we were given by our maintenance company
0:07:10 > 0:07:12was to not shower at night-time.
0:07:14 > 0:07:18When they moved in, Ben said work would be done on the garden.
0:07:18 > 0:07:22We were promised it would take no more than 30 hours of work, but, um,
0:07:22 > 0:07:26a year later and still can't really use the whole garden,
0:07:26 > 0:07:29which is infuriating because if they hadn't hired gardeners,
0:07:29 > 0:07:31we would have just done it ourselves and it wouldn't look pretty,
0:07:31 > 0:07:33but we'd have just been able to use it.
0:07:33 > 0:07:35Often when you're using the hob,
0:07:35 > 0:07:38one of the rings will just turn up to the highest heat
0:07:38 > 0:07:39and it won't turn off.
0:07:39 > 0:07:43So that now is... I can't even put my hand there, it's so hot.
0:07:43 > 0:07:44It's burning my face!
0:07:44 > 0:07:48And we have reported it and they said we need a new one,
0:07:48 > 0:07:51but it's never been fixed and we just sort of live with it.
0:07:53 > 0:07:56The students have also had issues with security.
0:07:56 > 0:08:00The amount of times I've woken up with maintenance men in the house.
0:08:00 > 0:08:01Like, they've knocked on my door,
0:08:01 > 0:08:04I've been asleep at eight o'clock in the morning and they've, like,
0:08:04 > 0:08:06knocked on my door, and I'm like, "Who the hell is this man?"
0:08:06 > 0:08:10Like, when I was here on my own because I was working
0:08:10 > 0:08:13and everyone was back home, so that's happened many times.
0:08:13 > 0:08:15And people just... You call them and they'll say,
0:08:15 > 0:08:17"I don't know who sent them."
0:08:18 > 0:08:20For Tilly, making the decision
0:08:20 > 0:08:22to come to university wasn't an easy one.
0:08:24 > 0:08:27Ultimately, the aim is to teach philosophy,
0:08:27 > 0:08:29obviously to be a teacher you have to have a degree.
0:08:29 > 0:08:32But it was something I did have to think about financially.
0:08:32 > 0:08:35I come from a single parent background.
0:08:35 > 0:08:39And I rely solely on my loans.
0:08:39 > 0:08:42I'll be leaving university with about 54 grand in debt, which is
0:08:42 > 0:08:46obviously quite a substantial amount of debt to be left with.
0:08:46 > 0:08:48It's a big weight to carry on your shoulders and you don't know
0:08:48 > 0:08:51how it's going to affect you in the rest of your life.
0:08:51 > 0:08:54- Hello. Do you want waffles or toast? - Waffles.
0:08:54 > 0:08:56To help limit the debt,
0:08:56 > 0:09:00Tilly works at student union events whenever she can,
0:09:00 > 0:09:02but still has just £8 a day to live on.
0:09:03 > 0:09:06After tuition fees, my rent is my biggest outgoing, absolutely.
0:09:06 > 0:09:10I think students are potentially dealt with as just a moneymaker.
0:09:11 > 0:09:13There's no concern about things that are going wrong.
0:09:13 > 0:09:15I guess it's because they expect students
0:09:15 > 0:09:18to be these people that just party all the time, and just get drunk
0:09:18 > 0:09:21all the time and wreck the houses and it just isn't the case.
0:09:21 > 0:09:25There's been such a shift in the university experience
0:09:25 > 0:09:26with tuition fees.
0:09:26 > 0:09:30If we're now having to pay for this experience and pay to get a degree
0:09:30 > 0:09:32and live in debt for the rest of our lives,
0:09:32 > 0:09:37then maybe the houses that we live in should step up with that as well.
0:09:39 > 0:09:43So their landlord can experience the property as a house share,
0:09:43 > 0:09:46Tilly and two of the other tenants will be living alongside him
0:09:46 > 0:09:49while Ben moves into a bedroom vacated for the summer.
0:09:52 > 0:09:54Right, Spring Rise, Egham.
0:09:54 > 0:09:55My goodness!
0:09:58 > 0:10:01It is like an unusual adventure for me.
0:10:01 > 0:10:04I'm excited, but also apprehensive.
0:10:04 > 0:10:06It will give me some great insights.
0:10:06 > 0:10:08If all the problems were dealt with,
0:10:08 > 0:10:12it has potential to be a fantastic house, but until then,
0:10:12 > 0:10:15unfortunately, I don't know if it ever will be.
0:10:15 > 0:10:18Maybe I don't want those insights, that's my concern.
0:10:19 > 0:10:21Cos it means I have to do something about it.
0:10:27 > 0:10:28- Hello.- Hey.
0:10:28 > 0:10:30- Hiya.- Hi.
0:10:30 > 0:10:31- Tilly?- Nice to see you, Ben.
0:10:31 > 0:10:33How are you? I've got wet hands.
0:10:33 > 0:10:35- I'm Poppy.- I'm Georgia.
0:10:35 > 0:10:36It's nice to meet you.
0:10:36 > 0:10:38What years are you guys?
0:10:38 > 0:10:40So we've all just finished second year.
0:10:40 > 0:10:43- Cool!- You own quite a few houses here, don't you?
0:10:43 > 0:10:45I have a few houses in this area, yeah.
0:10:45 > 0:10:46Are they all student houses?
0:10:46 > 0:10:49Well, I only like students.
0:10:49 > 0:10:52Well, I used to do it myself, I used to manage the properties myself,
0:10:52 > 0:10:54but it just got too much for me.
0:10:54 > 0:10:56Do make yourself at home. We're cooking dinner now,
0:10:56 > 0:10:58so you're welcome to cook with us.
0:10:58 > 0:11:00- Can I get a pot? Would that be all right?- Mm-hm.
0:11:00 > 0:11:03Of course you can. What's mine is yours, Ben.
0:11:03 > 0:11:05Thank you. Thank you so much.
0:11:06 > 0:11:08Something is burning.
0:11:08 > 0:11:10- I think it's...- I think it's the hob. Can you smell that?
0:11:10 > 0:11:13Yeah, I can. I can feel it from over here.
0:11:14 > 0:11:16So how do I turn it down?
0:11:16 > 0:11:18- You can't.- You can't when it's like this.
0:11:19 > 0:11:21The rings sort of have a life of their own sometimes.
0:11:22 > 0:11:24I just don't know if it's safe to leave it on.
0:11:24 > 0:11:26When did this happen? Was it recent?
0:11:26 > 0:11:29No, it's been happening for a long time, but, yeah,
0:11:29 > 0:11:32we have had two electricians come around and look at it.
0:11:32 > 0:11:34They didn't do anything?
0:11:34 > 0:11:37Well, they told us that they told the letting agency
0:11:37 > 0:11:39that we needed a new one.
0:11:40 > 0:11:41And the letting agent didn't do anything?
0:11:41 > 0:11:44That was months ago, so, yeah.
0:11:44 > 0:11:48I'm concerned. And quite angry with the letting agent
0:11:48 > 0:11:52for not dealing with something which is potentially quite dangerous.
0:11:52 > 0:11:55Anything to do with gas and electricity
0:11:55 > 0:11:57must be done very, very quickly.
0:11:57 > 0:11:58This really worries me.
0:11:58 > 0:12:00- Yeah.- Seriously, it really worries me.
0:12:00 > 0:12:02Cos if this is happening to you guys,
0:12:02 > 0:12:05it's probably happening to some of my other properties as well.
0:12:05 > 0:12:07I mean, there's been, like, a few issues.
0:12:07 > 0:12:09Some of them haven't been dealt with.
0:12:09 > 0:12:11- Some of them have. Some have taken a while to be dealt with.- Right.
0:12:11 > 0:12:16- I'm sure we'll... We can explore them as the days go on.- Right. OK.
0:12:23 > 0:12:25200 miles north, another landlord
0:12:25 > 0:12:28is about to move into his tenant's home.
0:12:28 > 0:12:29Proud Polish millionaire.
0:12:29 > 0:12:31That is the label I should be happy with.
0:12:32 > 0:12:36Polish-born Paul moved to the UK 13 years ago
0:12:36 > 0:12:39with just a couple of hundred pounds in his pocket.
0:12:39 > 0:12:45I'm proud that I achieved everything myself by my hard work and my brain,
0:12:45 > 0:12:46basically. That's what I think. Yeah.
0:12:46 > 0:12:49Hi, guys. How you doing? You all right?
0:12:49 > 0:12:51I just love the UK from the perspective
0:12:51 > 0:12:56that it's a very open country, very easy to do business with people.
0:12:56 > 0:12:58When I first came to the UK my English was very, very little.
0:12:58 > 0:13:00Very, very basic.
0:13:00 > 0:13:03I start work first in the bar, just doing part-time job.
0:13:05 > 0:13:09Years later, after training as a mortgage broker,
0:13:09 > 0:13:11Paul and his business partner, Adam, made a fortune
0:13:11 > 0:13:15helping foreign investors buy into the booming UK property market.
0:13:15 > 0:13:17We going to get this building
0:13:17 > 0:13:20and we want to do the bar here in the very near future.
0:13:21 > 0:13:25The perception of Polish people in this country is they all work
0:13:25 > 0:13:28in factories, they all working for minimum wage.
0:13:28 > 0:13:30They're cleaners, which is not true.
0:13:30 > 0:13:32Many Poles who live in this country
0:13:32 > 0:13:37are running very successful multimillion pound businesses.
0:13:37 > 0:13:40They're employing many people, sometimes in hundreds.
0:13:40 > 0:13:44And they are paying thousands of pounds in taxes and doing very well.
0:13:45 > 0:13:48When Paul and Adam realised the growing demand for rentals,
0:13:48 > 0:13:51they started to buy up houses to let out themselves.
0:13:53 > 0:13:55Most are in Greater Manchester -
0:13:55 > 0:13:59the second most populated urban area in the whole of Britain.
0:14:01 > 0:14:05And as demand for property rises, so do the rents.
0:14:05 > 0:14:09We try to be expensive because if the rent is high,
0:14:09 > 0:14:13usually we get better tenants and we're trying to provide
0:14:13 > 0:14:16better quality properties to our tenants.
0:14:16 > 0:14:19As Paul's main business focus remains foreign investment deals,
0:14:19 > 0:14:22he spends most of his time travelling abroad,
0:14:22 > 0:14:24leaving him little time for the basics.
0:14:24 > 0:14:25I'm very busy person.
0:14:25 > 0:14:29I don't have time. I have a stylist who is buying for me.
0:14:29 > 0:14:32It takes me hours to, for example, find the right shoes.
0:14:32 > 0:14:35So, if someone can do this for me, that's brilliant.
0:14:35 > 0:14:38- I think a powerful colour. It works well.- Thank you.
0:14:38 > 0:14:41I definitely going to say I got more into business,
0:14:41 > 0:14:42less into personal life
0:14:42 > 0:14:44for simple reason that I'm single.
0:14:44 > 0:14:45I don't have a partner.
0:14:45 > 0:14:47There we go. Yeah.
0:14:47 > 0:14:52But one person he always makes time for is his five-year-old daughter.
0:14:52 > 0:14:54It's lovely weather today.
0:14:54 > 0:14:56Daddy might buy you ice cream.
0:14:56 > 0:14:58But my mum says I'm not allowed ice cream.
0:14:58 > 0:14:59Oh, no worry.
0:14:59 > 0:15:01We're going to do it.
0:15:02 > 0:15:04Motivation is my daughter.
0:15:04 > 0:15:07I just want to give her a piece of my future empire.
0:15:07 > 0:15:09Yeah? Lovely one.
0:15:09 > 0:15:13Unfortunately we are not family with her mum.
0:15:13 > 0:15:16- You want some bubbles? - Yeah, bubbles, bubbles.
0:15:16 > 0:15:20However, in any occasion I could do I literally spending time with her
0:15:20 > 0:15:22and trying to be like good dad.
0:15:22 > 0:15:25Paul was so determined to stay close to his daughter,
0:15:25 > 0:15:28he bought the house next door to her mum.
0:15:28 > 0:15:31I could afford it. I was very lucky that I can see her any time I want.
0:15:31 > 0:15:33Wow!
0:15:33 > 0:15:35So, in that way, it's very convenient for me
0:15:35 > 0:15:38and it's a lovely house as well, so that's why I'm happy.
0:15:39 > 0:15:43When it comes to choosing tenants, Paul is motivated
0:15:43 > 0:15:46by his own experience when he first arrived in the UK.
0:15:46 > 0:15:48Most of my tenants are foreigners.
0:15:48 > 0:15:51They are new arrivals who are just starting life here.
0:15:51 > 0:15:53It's very difficult to get into the property market
0:15:53 > 0:15:56because of the reference checks and background checks.
0:15:56 > 0:16:00Many landlords say, "No, no, no, sorry, we don't want this client."
0:16:00 > 0:16:01We're taking the risk.
0:16:01 > 0:16:05We're trying to help people, accommodate them.
0:16:11 > 0:16:15Someone Paul has accommodated is Olegario Santos,
0:16:15 > 0:16:19who moved his family from Portugal to Manchester two years ago.
0:16:19 > 0:16:20Daddy.
0:16:20 > 0:16:22Mama.
0:16:22 > 0:16:25In Portugal, the economy is not too great.
0:16:25 > 0:16:28People there, they have big problem to find job.
0:16:28 > 0:16:30England, you can find many opportunity -
0:16:30 > 0:16:35jobs and education is more easy, I think.
0:16:35 > 0:16:39His wife, Solange, is a business graduate and a stay-at-home mum,
0:16:39 > 0:16:43while Olegario works full-time as a cleaner in a factory.
0:16:43 > 0:16:45It's not my dream job,
0:16:45 > 0:16:49but it gives me what I need now to support my family.
0:16:49 > 0:16:52When they moved to the UK, they struggled to find a landlord
0:16:52 > 0:16:54who would rent a decent home to them.
0:16:54 > 0:16:57Most houses we see is not good price
0:16:57 > 0:17:00and the condition, very, very bad.
0:17:00 > 0:17:03They don't care. If they don't rent to you,
0:17:03 > 0:17:05they're going to rent to another person.
0:17:06 > 0:17:10Seven months ago, they were introduced to Paul's company
0:17:10 > 0:17:12and offered this three-bed terrace
0:17:12 > 0:17:16on the outskirts of Manchester for £625 a month.
0:17:16 > 0:17:20When I saw the first time, I loved the space, it's big.
0:17:20 > 0:17:22I decided to rent that house.
0:17:22 > 0:17:24Goal!
0:17:24 > 0:17:27But when they moved in, there were several problems waiting for them.
0:17:29 > 0:17:32This is danger place, this garden.
0:17:32 > 0:17:34Because, look, I don't know what is this.
0:17:36 > 0:17:38This is all rubbish the landlord left.
0:17:41 > 0:17:44If you can see, it's not properly fixed.
0:17:45 > 0:17:47All this carpet here, put nails here,
0:17:47 > 0:17:49because when they came is all out.
0:17:49 > 0:17:52Once I trip on it.
0:17:53 > 0:17:54I can broke my legs.
0:17:54 > 0:17:56If I broke my legs, how will I pay the rent?
0:17:58 > 0:18:02A month after moving in, a more serious problem began to emerge
0:18:02 > 0:18:05in the living room and the main bedroom.
0:18:05 > 0:18:08This is a big problem I have in this main bedroom.
0:18:08 > 0:18:10If you see the walls, it's very, very wet.
0:18:10 > 0:18:12I have damp from mould here.
0:18:15 > 0:18:17To make matters worse...
0:18:17 > 0:18:19The window is broken.
0:18:19 > 0:18:22..the lack of ventilation means damp lingers in the air.
0:18:22 > 0:18:25We tried to keep some clothes here.
0:18:25 > 0:18:31This box, after the washing, but the smell is still there.
0:18:31 > 0:18:34Exposure to mould can cause allergic reactions
0:18:34 > 0:18:38and the family believe it's affecting the children's health.
0:18:38 > 0:18:41The baby's with allergy.
0:18:41 > 0:18:43You can see the allergy.
0:18:43 > 0:18:45It's very bad for our children.
0:18:46 > 0:18:50I feel sad, and you're in a low income,
0:18:50 > 0:18:53so you can't afford for a better house.
0:18:54 > 0:18:55Look, it's wet.
0:18:55 > 0:18:59Since moving in, seven months ago, the family have spent over £200
0:18:59 > 0:19:03on products to clean the mould and a dehumidifier.
0:19:03 > 0:19:05Every day I take three litres of the water.
0:19:08 > 0:19:10I don't speak too much English.
0:19:10 > 0:19:12I don't understand what things work here.
0:19:12 > 0:19:16Despite sending text messages to Paul's business partner, Adam,
0:19:16 > 0:19:19they are waiting for all the problems to be resolved.
0:19:19 > 0:19:20I don't know the law.
0:19:20 > 0:19:22I don't know who I should ask for help.
0:19:22 > 0:19:24Say you rent house, but you don't complain.
0:19:25 > 0:19:28I just pay because I don't have a choice.
0:19:28 > 0:19:32He's hoping that if Paul experiences living in his home, it will help him
0:19:32 > 0:19:35realise the extent of the work needed.
0:19:35 > 0:19:36Bye, Zizi.
0:19:36 > 0:19:38I think they deserve better, no?
0:19:38 > 0:19:44Because when we father, we try to fight to give our children the best.
0:19:44 > 0:19:45Bye.
0:19:48 > 0:19:50I want to be prepared for everything, so I don't know.
0:19:50 > 0:19:54I'm taking T-shirts, I'm taking this stuff, so everything,
0:19:54 > 0:19:57to make sure I'm... I'm ready.
0:19:57 > 0:20:02Sometimes I feel that I'm a little bit losing the contact with reality.
0:20:02 > 0:20:04When you've had success, when you get money,
0:20:04 > 0:20:07then you start losing common sense in your life,
0:20:07 > 0:20:12so maybe if I can be again for at least few days with living the life
0:20:12 > 0:20:16of the tenant, then it will help me to be the better person.
0:20:16 > 0:20:21And he's about to find out which of his 31 properties
0:20:21 > 0:20:23he'll be moving into.
0:20:23 > 0:20:24Oh! Wow!
0:20:26 > 0:20:28Stirling Bridge. Nice!
0:20:30 > 0:20:32It's nice property. They're good tenants.
0:20:32 > 0:20:33They pay rent on time.
0:20:33 > 0:20:35I've never met them before.
0:20:35 > 0:20:36Never spoke with them.
0:20:38 > 0:20:39There's Peppa, Zizi.
0:20:39 > 0:20:41THEY BABBLE
0:20:41 > 0:20:43While Paul moves into their home,
0:20:43 > 0:20:48Olegario and his family will move into a nearby serviced apartment...
0:20:48 > 0:20:53- She's asleep.- They will wake up in a better home.- Yeah, yeah.
0:20:53 > 0:20:57..and they'll meet Paul at the end of his stay.
0:20:57 > 0:20:58Wow!
0:20:58 > 0:21:00- It's beautiful!- Beautiful!
0:21:00 > 0:21:01Smell of fresh air.
0:21:03 > 0:21:05Nice place!
0:21:05 > 0:21:06Isn't it, girls?
0:21:09 > 0:21:11Wow! It's going to be good.
0:21:11 > 0:21:14I'm just going into the like lovely three-bedroom house.
0:21:14 > 0:21:16Paul hasn't set foot in this property
0:21:16 > 0:21:18since buying it nearly a year ago.
0:21:18 > 0:21:21Few months ago there had some issues with the roof there,
0:21:21 > 0:21:22so we just replaced parts of roof.
0:21:22 > 0:21:25I don't know what the stage is now, not been there,
0:21:25 > 0:21:28but I think it's going to be OK, at least.
0:21:34 > 0:21:36OK. Yeah. Finally here, yeah.
0:21:36 > 0:21:38OK, kitchen. Yeah.
0:21:38 > 0:21:40We need some decorating work to do.
0:21:41 > 0:21:45There's the garden. Oh, garden is fine.
0:21:45 > 0:21:46Some cleaning, maybe.
0:21:48 > 0:21:50It's all OK. Nothing wrong with it, to be honest.
0:21:50 > 0:21:51Yeah.
0:21:53 > 0:21:54Oh, wow, a letter for me.
0:21:56 > 0:22:00"Dear landlord, welcome to our home.
0:22:00 > 0:22:02"Please put the dehumidifier
0:22:02 > 0:22:05"in the bedroom first thing in the morning.
0:22:05 > 0:22:09"Please be careful, the carpet is loose and it's easy to trip,
0:22:09 > 0:22:11"especially for children.
0:22:11 > 0:22:13"We hope you enjoy our home.
0:22:13 > 0:22:15"All the best, Santos family."
0:22:15 > 0:22:16Oh, wow!
0:22:20 > 0:22:22Oh! Wow!
0:22:22 > 0:22:24That's the bad boy!
0:22:24 > 0:22:27When we purchased this house around a year ago,
0:22:27 > 0:22:28everything was all right,
0:22:28 > 0:22:33but then during the wintertime we had issues in the roof and we start
0:22:33 > 0:22:36getting water inside to the property.
0:22:36 > 0:22:38We replaced parts in the roof.
0:22:38 > 0:22:42However, we still need to just redecorate with wallpaper,
0:22:42 > 0:22:44it's all to do.
0:22:44 > 0:22:45It's a nice sized bedroom, to be honest.
0:22:45 > 0:22:47Master wise, it's very good.
0:22:48 > 0:22:50While Paul's living in his tenant's home,
0:22:50 > 0:22:53he'll have to survive on their budget.
0:22:53 > 0:22:5463 quid!
0:22:54 > 0:22:58As he's on his own, he's been given half their weekly amount.
0:22:58 > 0:23:01OK. It's like being unemployed again.
0:23:01 > 0:23:05That's one bill for restaurant with one pint of beer.
0:23:05 > 0:23:07It's hard. It's very hard, to be honest.
0:23:07 > 0:23:09Definitely not designer,
0:23:09 > 0:23:13definitely not travelling around the world every day.
0:23:15 > 0:23:19Paul's usual weekly outgoings are around £900.
0:23:19 > 0:23:20I don't have a clue what to buy.
0:23:20 > 0:23:26I just, you know, walk around and just see what I can find cheap.
0:23:28 > 0:23:32"Deep delicious." OK. That's deep delicious. I want a thin and crispy.
0:23:32 > 0:23:36I'm going to buy this and take the meat out. I'm not eat meat,
0:23:36 > 0:23:40but still be better to pay £2 without meat, yeah?
0:23:41 > 0:23:42Hi, boss, you all right? Yeah?
0:23:42 > 0:23:45I used to live on very similar kind of money.
0:23:45 > 0:23:46It is possible.
0:23:46 > 0:23:48It's just a different way of life.
0:23:48 > 0:23:51- The peppers was...- £1.59.- Yeah.
0:23:51 > 0:23:54- £1.59.- That's fine. Yeah, that's fine.
0:23:54 > 0:23:58To say, do I want to live on that kind of budget on a daily basis?
0:23:58 > 0:23:59The simple answer is no.
0:23:59 > 0:24:01- Thank you very much.- Thank you.
0:24:01 > 0:24:03- Have a good day, yeah.- See you again.- Cheers. See you.
0:24:06 > 0:24:08How's your food, Ben?
0:24:08 > 0:24:11Mmm. It's great.
0:24:11 > 0:24:14- Yeah?- Yeah, I like coloured cheese.
0:24:14 > 0:24:20In Surrey, Ben's also living on his tenants' budget of £56 a week.
0:24:20 > 0:24:22I mean, do you guys have alcohol and stuff like that?
0:24:22 > 0:24:25I'd much rather spend money on food than I would on alcohol.
0:24:25 > 0:24:26- Oh, cool!- Yeah.
0:24:26 > 0:24:28Have you, like, got jobs over the summer?
0:24:28 > 0:24:30I'm staying here the whole summer.
0:24:30 > 0:24:34- Wow!- Yeah. It's because I didn't see the point in wasting the rent money
0:24:34 > 0:24:37and I've got a job working as a... behind the bar at a pub.
0:24:37 > 0:24:40And I've got a few other jobs, like events and stuff planned.
0:24:40 > 0:24:42Wow! You are an entrepreneurial person.
0:24:43 > 0:24:47The housemates, I think they're pretty awesome.
0:24:47 > 0:24:50They seem to have all got some kind of summer job -
0:24:50 > 0:24:52that's kind of a mature thing to do,
0:24:52 > 0:24:55so they don't seem to be particularly spoilt,
0:24:55 > 0:24:56let's put it that way.
0:24:56 > 0:24:58So I'm a bit bewildered and confused
0:24:58 > 0:25:02because I expected a different kind of household
0:25:02 > 0:25:06and I did expect them to be out late tonight.
0:25:06 > 0:25:07It's washing-up time.
0:25:07 > 0:25:10- Shall we get out the way? - I think I might get into my pyjamas.
0:25:10 > 0:25:13Oh, what time do you guys go to bed at?
0:25:13 > 0:25:16- I'd normally be asleep by nine, nine-thirty.- Wow!
0:25:16 > 0:25:17Impossible!
0:25:17 > 0:25:20Students do not go to bed this early!
0:25:20 > 0:25:24But the girls seem to be doing it.
0:25:32 > 0:25:33200 miles away...
0:25:35 > 0:25:38I feel like a stranger in someone's place.
0:25:38 > 0:25:39It's just weird.
0:25:39 > 0:25:42..the realities of tenant life are sinking in.
0:25:42 > 0:25:46I can't really go anywhere because I don't have any money.
0:25:46 > 0:25:48So I'm literally prisoner here.
0:25:57 > 0:26:00There's a little smell in the room because of the wetness.
0:26:00 > 0:26:05But after, like, half an hour I just forget about it
0:26:05 > 0:26:08and don't feel it any more. Yeah? So, it's all right. Yeah.
0:26:11 > 0:26:12There is some problem.
0:26:15 > 0:26:17It's damaged this one, that's why.
0:26:17 > 0:26:19It just needs to be replaced, all this.
0:26:19 > 0:26:21Myself, being the tenant,
0:26:21 > 0:26:25I'd take out these old dirty blinds and stuff,
0:26:25 > 0:26:27clean up here basically,
0:26:27 > 0:26:30replace the door handle in B&Q for £5 and then after if you don't
0:26:30 > 0:26:34put this for, like, three days, all this wall be dry already, yeah?
0:26:34 > 0:26:37So, are you saying they can do it themselves?
0:26:37 > 0:26:39When I meet the family, I'm not going to be attacking them,
0:26:39 > 0:26:41like blaming them or judge them in any way.
0:26:41 > 0:26:44Maybe they just don't know things which I know,
0:26:44 > 0:26:46so I'm more than happy to help.
0:26:46 > 0:26:49That's why we provided discount in the rent.
0:26:49 > 0:26:52Now the tenant paying £200 less.
0:26:52 > 0:26:56From our perspective, we're losing more than them.
0:26:57 > 0:27:00Two months after Olegario first complained about the mould,
0:27:00 > 0:27:02Paul's team found a leak in the roof
0:27:02 > 0:27:05and offered the family alternative accommodation.
0:27:05 > 0:27:07I didn't like the house.
0:27:07 > 0:27:10It's 25 minutes from my work.
0:27:10 > 0:27:15So, they called me, said, "We'll reduce the rent to £400."
0:27:15 > 0:27:17Three months later, the roof was fixed.
0:27:18 > 0:27:21But the family are still waiting for the remaining damp
0:27:21 > 0:27:23and their other complaints to be dealt with.
0:27:24 > 0:27:27Is it normal to take so long when people report a problem?
0:27:28 > 0:27:30So far, most contact
0:27:30 > 0:27:33has been through Paul's business partner, Adam.
0:27:35 > 0:27:38- What's that?- It might be a cellar.
0:27:38 > 0:27:41Paul's asked him to come and take a look at the property for himself.
0:27:41 > 0:27:43Oh, don't touch it!
0:27:43 > 0:27:44Health and safety!
0:27:46 > 0:27:47I'm not looking over there.
0:27:47 > 0:27:48There might be some dead bodies!
0:27:49 > 0:27:53- That's the cellar.- I'm just playing around now, but that's not safe,
0:27:53 > 0:27:54definitely for kids.
0:27:54 > 0:27:57Just remove that, put some grass in.
0:27:57 > 0:28:00Who is that rubbish? It's ours?
0:28:00 > 0:28:02Yeah. I think that's builders left.
0:28:02 > 0:28:04So fence,
0:28:04 > 0:28:08I mean, you need to take those three off probably and put a new one.
0:28:08 > 0:28:09Which ones? No, the fence are...
0:28:09 > 0:28:10These ones are OK.
0:28:10 > 0:28:13Why you need to change them? We can't as well go too much into it,
0:28:13 > 0:28:17because we already losing money on that property. So if we add another,
0:28:17 > 0:28:20another, another cost, we're not increasing rent.
0:28:20 > 0:28:22But bear in mind you want to increase value a little bit as well.
0:28:22 > 0:28:25The fences and this type of paint, then, that's it, yeah.
0:28:26 > 0:28:30I think I would worry first about my kids.
0:28:30 > 0:28:32It's not safe, like, looking at the garden.
0:28:32 > 0:28:35It's not safe. With garden, with full respect,
0:28:35 > 0:28:37we should have done a better job.
0:28:37 > 0:28:38Shall we go upstairs, then?
0:28:38 > 0:28:39- Yes.- Yeah.
0:28:39 > 0:28:41Carpet, is nothing wrong with it.
0:28:41 > 0:28:44It just needs to be glued properly into the stairs.
0:28:44 > 0:28:45- That's all.- Carpet.
0:28:45 > 0:28:47I know it's not the top quality one.
0:28:47 > 0:28:49It's good one. Don't worry.
0:28:49 > 0:28:51It's not about quality, it's about that it doesn't fit properly.
0:28:51 > 0:28:54That's all. So, let's see the main bedroom.
0:28:55 > 0:28:58So that's the biggest issue in this property.
0:28:58 > 0:29:01- Oh, yeah.- It's the wall here and the wet.
0:29:01 > 0:29:03You can smell damp here.
0:29:03 > 0:29:04There's no two ways about it.
0:29:04 > 0:29:08Yeah, I can feel... I can feel it's very, very wet.
0:29:10 > 0:29:15- But, yeah, it's not very healthy. - Yeah, the tenants are living
0:29:15 > 0:29:18in these conditions since around March, yeah, so...
0:29:18 > 0:29:20Or even slightly longer, yeah.
0:29:20 > 0:29:23I'm not sure when they initially, you know,
0:29:23 > 0:29:26said that there's something happening.
0:29:26 > 0:29:28As far as I know, the property was very, very good
0:29:28 > 0:29:30at that time when they moved in.
0:29:30 > 0:29:32That's the reason they move in in first place.
0:29:32 > 0:29:36But by the time, you know, went by, because there was the winter,
0:29:36 > 0:29:38you know, the rain, et cetera, it just...
0:29:38 > 0:29:41Property started to get worse, worse, worse, worse.
0:29:41 > 0:29:45It's not safe. And doesn't smell right.
0:29:45 > 0:29:48I'm not sure how did they survive?
0:29:48 > 0:29:52If I were tenant, I'd probably look for other property straightaway.
0:29:52 > 0:29:55But obviously they've got limited budget.
0:29:57 > 0:29:58Like Olegario,
0:29:58 > 0:30:02over six million people in Britain are living with mould and damp,
0:30:02 > 0:30:07which can lead to skin rashes, eczema and trigger asthma attacks.
0:30:09 > 0:30:11- Delicious!- Delicious!
0:30:11 > 0:30:15Living in the apartment is providing welcome respite
0:30:15 > 0:30:17for Olegario's family.
0:30:17 > 0:30:19- We can...- Relax.- ..relax.
0:30:19 > 0:30:22- And chill out.- And enjoy - enjoy our family here.
0:30:22 > 0:30:25Now I don't have to worry to clean the walls,
0:30:25 > 0:30:29so I can let my daughters play around, no problem.
0:30:29 > 0:30:31The girls, they are happy here.
0:30:33 > 0:30:35And after two days away,
0:30:35 > 0:30:39Olegario is more keen than ever to find a permanent mould-free home.
0:30:39 > 0:30:44Good morning. I'm calling because I'm look for apartment to rent.
0:30:44 > 0:30:46You can leave it with us. We have a lot of people
0:30:46 > 0:30:49- that want to view this property. - A lot of people. OK.
0:30:49 > 0:30:52- Thank you. Have a nice day. Thank you.- Bye-bye. Thank you.
0:30:54 > 0:30:56The number of people looking for private rentals
0:30:56 > 0:31:00in Greater Manchester has tripled over the past two years,
0:31:00 > 0:31:03making competition for decent homes high.
0:31:03 > 0:31:06This is Olegario Santos.
0:31:06 > 0:31:07I'm calling up...
0:31:07 > 0:31:08LINE GOES DEAD
0:31:12 > 0:31:13They hung up the phone.
0:31:13 > 0:31:17Sometimes this happens, yeah. They don't want to speak.
0:31:19 > 0:31:20It's a nightmare, yeah,
0:31:20 > 0:31:25because the house I live is big problem,
0:31:25 > 0:31:28to try to find a house to rent is big problem.
0:31:28 > 0:31:31So I don't know what I should do.
0:31:31 > 0:31:35I don't want to live in the street with my daughters.
0:31:43 > 0:31:45PUMP WHIRS
0:31:45 > 0:31:49In Egham, it's not the sound of partying that's woken Ben up.
0:31:51 > 0:31:53WHIRRING CONTINUES
0:31:53 > 0:31:56When the water in this house is turned on,
0:31:56 > 0:31:59there is a loud noise which you can hear.
0:31:59 > 0:32:04This is a water pump for this house because the water pressure here
0:32:04 > 0:32:07in this area is very low.
0:32:07 > 0:32:09So really they should only have this switch on
0:32:09 > 0:32:13when they're having a shower, otherwise they can leave it off.
0:32:18 > 0:32:22And you can see that the amount of water coming out of this tap
0:32:22 > 0:32:28is much less. This is good enough for washing hands, washing teeth,
0:32:28 > 0:32:31going to the toilet, but it's not a good pressure for having a shower.
0:32:41 > 0:32:43Why there's no water coming out?
0:32:43 > 0:32:45There's literally no pressure at all on there.
0:32:45 > 0:32:47I think it's because Ben's turned the water pump off,
0:32:47 > 0:32:49to make sure there's no sound.
0:32:49 > 0:32:51So I'm going to turn it back on.
0:32:53 > 0:32:56He clearly wants us to just turn it on when we want to have a shower.
0:32:56 > 0:32:58That's not a solution.
0:32:58 > 0:33:00Obviously, we could live with just turning it on
0:33:00 > 0:33:02if the taps had enough pressure in themselves, but they don't.
0:33:04 > 0:33:06Now it's a normal amount of water coming out the tap,
0:33:06 > 0:33:08it's not a trickle and the shower...
0:33:10 > 0:33:13..the shower's back to being a fully pressured shower.
0:33:13 > 0:33:14It just seems ludicrous.
0:33:16 > 0:33:21That is so inconvenient and I'm not paying £433 a month
0:33:21 > 0:33:24to have to turn a pump on whenever I want to wash up
0:33:24 > 0:33:27or whenever I want to boil a kettle, like that isn't...
0:33:27 > 0:33:30It's not how a household should work.
0:33:32 > 0:33:36Student rents have soared by 20% in the last five years -
0:33:36 > 0:33:39over double the increase than in the rest of the private rental sector.
0:33:40 > 0:33:42Ben saw the potential early
0:33:42 > 0:33:46and now owns eight student houses in this area alone.
0:33:48 > 0:33:52Having spent some time with the students,
0:33:52 > 0:33:57I'm very keen to see what's going on in some of the other houses.
0:33:57 > 0:34:00See whether the students are getting some great value
0:34:00 > 0:34:03from the letting agent, which I'm concerned about.
0:34:03 > 0:34:08Most are traditional family-style homes, like this three-bed one,
0:34:08 > 0:34:12which Ben rents to four students, each paying £437 a month.
0:34:14 > 0:34:16- Hello.- Hi.- Hi, I'm Ben.
0:34:17 > 0:34:18I'm your landlord.
0:34:18 > 0:34:21Richard has lived here for two years,
0:34:21 > 0:34:24but this is the first time he's met Ben.
0:34:24 > 0:34:26- Have you had any issues? - We've had one or two.
0:34:26 > 0:34:28- The major ones seem to have been sorted out.- Right.
0:34:28 > 0:34:29So we've had a new boiler.
0:34:29 > 0:34:30Oh, right. OK.
0:34:30 > 0:34:32- That was put in.- Yeah, wow!
0:34:32 > 0:34:34Yes, that is a new boiler.
0:34:34 > 0:34:37The only thing to say is the decor wasn't built around it again.
0:34:37 > 0:34:39Yeah. I'll speak to them about the decor.
0:34:39 > 0:34:40It is a bit unsightly.
0:34:40 > 0:34:42Was there anything else?
0:34:42 > 0:34:45- The toilet flooded. And the estate agent did fix it...- Right.
0:34:45 > 0:34:47..but the roof collapsed a bit.
0:34:47 > 0:34:49- Oh!- Look up there.
0:34:49 > 0:34:52Oh, yeah! So we need to do some redecoration there as well.
0:34:54 > 0:34:55- Right.- Probably just one more thing.
0:34:55 > 0:34:58The garden. We moved in it was a bit wild.
0:34:58 > 0:34:59The grass was up to about here.
0:34:59 > 0:35:02- Right.- And we didn't have any of the tools to deal with it.
0:35:02 > 0:35:03Yeah. Did you report it?
0:35:03 > 0:35:05Yeah. When we moved in we reported it.
0:35:05 > 0:35:07They said they'd refer it to you.
0:35:07 > 0:35:09No. I didn't get it.
0:35:09 > 0:35:10Yeah.
0:35:10 > 0:35:13- Yes.- I'm not sure they're too responsive.
0:35:13 > 0:35:14I think the e-mails get lost.
0:35:16 > 0:35:18Cos we're students
0:35:18 > 0:35:20I think the estate agents think this is acceptable.
0:35:20 > 0:35:22I don't think they take us too seriously.
0:35:22 > 0:35:23If we come back with a complaint,
0:35:23 > 0:35:26they'll take a couple of weeks to get back to us
0:35:26 > 0:35:28and even then it's lucky if they do anything.
0:35:28 > 0:35:31At the end of the day, it is the landlord's house.
0:35:31 > 0:35:33And if the letting agent isn't doing anything, they need to sort it out.
0:35:34 > 0:35:38University students are sometimes adults and sometimes kids.
0:35:38 > 0:35:41They are naive and they're not street-wise
0:35:41 > 0:35:44and the estate agent is using
0:35:44 > 0:35:46their street-wiseness against them.
0:35:46 > 0:35:48- INTERVIEWER:- Should you perhaps keep a bit more of an eye
0:35:48 > 0:35:50on the letting agent as the landlord?
0:35:50 > 0:35:53We have full maintenance with this letting agent,
0:35:53 > 0:35:57and so we pay for that and that's what we should get.
0:35:57 > 0:36:01Now, the whole point about having a full maintenance contract
0:36:01 > 0:36:03is so I don't have to get involved.
0:36:03 > 0:36:07It frees up my time to do other, more productive things.
0:36:08 > 0:36:13All of Ben's student lets in this area are managed by an agency
0:36:13 > 0:36:15that charge him 6% of his rental income.
0:36:15 > 0:36:18- Hi there.- Hi.- Ben. You all right?
0:36:18 > 0:36:22Postgraduate student Clem shares with two others
0:36:22 > 0:36:24and has lived here almost a year.
0:36:24 > 0:36:28- Any things that you think could be sorted out?- Yeah. Yeah.
0:36:28 > 0:36:31Clem's rent is £650 a month.
0:36:31 > 0:36:35So the main problem is the mould on the ceiling.
0:36:35 > 0:36:37I don't know if you've seen any pictures of it.
0:36:37 > 0:36:42- No.- That has been there since I pretty much moved in
0:36:42 > 0:36:45and I've contacted the management throughout the year, really.
0:36:45 > 0:36:47How many times have you contacted the management?
0:36:47 > 0:36:50Probably two or three times maybe.
0:36:50 > 0:36:54And one of the handymen that they employ
0:36:54 > 0:36:57has said this has all got to come down.
0:36:57 > 0:36:59But you said that this is probably the first time
0:36:59 > 0:37:02- you've ever seen this. - Yeah, this is the first time.
0:37:02 > 0:37:05That's not, that's not the impression I got from the handyman, though.
0:37:05 > 0:37:10Cos he said that he quoted it towards the management people
0:37:10 > 0:37:13and I don't know what the communication problem is in there,
0:37:13 > 0:37:15but I would have thought...
0:37:15 > 0:37:18Well, I would have thought that you probably would know about it
0:37:18 > 0:37:20and do something about it. I'm paying £650.
0:37:20 > 0:37:26It's not ideal to have lived with this for the whole year, really.
0:37:26 > 0:37:29I actually don't think he has a problem with the mould
0:37:29 > 0:37:31or any of the things. I think he has a problem that he's paying
0:37:31 > 0:37:35a certain amount and he expected something different.
0:37:35 > 0:37:37I mean, is he right to expect something different
0:37:37 > 0:37:39for £650 a month?
0:37:39 > 0:37:41I think it's average for this kind of area.
0:37:41 > 0:37:46It's going to cost us to deal with that mould, so some of the rental,
0:37:46 > 0:37:51the prices that the letting agents have put in is to deal with, er,
0:37:51 > 0:37:53issues like that with the students.
0:37:53 > 0:37:59Is a letting agent's job to get the maximum they can for the landlord?
0:37:59 > 0:38:01No, it's the letting agent's job
0:38:01 > 0:38:04to get us the maximum they can for themselves. So...
0:38:04 > 0:38:07So if they can get...
0:38:07 > 0:38:11rent out properties at a higher rates, then they'll do that.
0:38:11 > 0:38:12Thank you.
0:38:12 > 0:38:15I feel like he's passing the blame on a little bit.
0:38:15 > 0:38:16I mean, he owns the house.
0:38:16 > 0:38:19Surely he should know a little bit about it, maybe.
0:38:28 > 0:38:29Oh, rain!
0:38:29 > 0:38:32Although Paul is living in his tenants' home,
0:38:32 > 0:38:35he's not missing an opportunity to spend time with his daughter.
0:38:35 > 0:38:38So what was the story yesterday, Zoe?
0:38:38 > 0:38:40I was playing with Lego.
0:38:40 > 0:38:41What did you build?
0:38:41 > 0:38:43- A house.- A house!
0:38:44 > 0:38:45You might be a landlord in the future.
0:38:47 > 0:38:48You never know!
0:38:50 > 0:38:52- Are we here yet?- We are here.
0:38:54 > 0:38:55Here, come on, for the garden.
0:38:58 > 0:39:01Oh, what a big garden, yeah?
0:39:01 > 0:39:02Yeah.
0:39:02 > 0:39:04- There we go.- It's a mess.
0:39:05 > 0:39:09You maybe fall down in the rocks.
0:39:09 > 0:39:10So, yeah?
0:39:10 > 0:39:14It's not beautiful.
0:39:14 > 0:39:17No, it's not really best place, to be honest, to play with kids,
0:39:17 > 0:39:19because there's so much rubbish around, yeah.
0:39:19 > 0:39:21It's large, large garden.
0:39:21 > 0:39:26So, it's a good place to be... to play around but not now, yeah.
0:39:26 > 0:39:31Something was moving and I think it was a spider.
0:39:31 > 0:39:33Oh, a spider! Let's go!
0:39:33 > 0:39:35Spider! Come on!
0:39:39 > 0:39:44Wow! This house has loads of toys.
0:39:44 > 0:39:46I am going...
0:39:46 > 0:39:49Oh, boing!
0:39:49 > 0:39:51Just be careful on the stairs.
0:39:51 > 0:39:55No, no, don't go to the stairs now. No, no.
0:39:55 > 0:39:59- Oops, I broke a step. - It's not broken, it is just, er...
0:39:59 > 0:40:03- excess of carpet, but come on. - Broken carpet.
0:40:03 > 0:40:05Broken carpet.
0:40:05 > 0:40:06What?
0:40:06 > 0:40:07Ah!
0:40:07 > 0:40:09She's very observant, to be honest.
0:40:09 > 0:40:13She's sometimes more attention to detail than me.
0:40:13 > 0:40:21This step is just too many cos it's actually going like this.
0:40:21 > 0:40:25So this is the broken carpet.
0:40:25 > 0:40:29When you are up the stairs, you are scared,
0:40:29 > 0:40:32you hold the hanger and then you can go down.
0:40:34 > 0:40:39The house, in the eyes of my daughter, she's just five.
0:40:39 > 0:40:42Of course, I see now living here that, you know,
0:40:42 > 0:40:45sometimes these small bits and pieces are just annoying
0:40:45 > 0:40:47and they need to be fixed.
0:40:47 > 0:40:49That's some sort of, like, you know,
0:40:49 > 0:40:53learning child to understand the property more, yeah.
0:40:53 > 0:40:55Whoa!
0:41:05 > 0:41:07- Hi, Mama.- Hello, darling.
0:41:07 > 0:41:11In Surrey, Tilly's mum has come to visit her.
0:41:11 > 0:41:13- How was your drive?- Oh, very hot.
0:41:13 > 0:41:16- But I brought you some goodies. - Oh, thank you.- All your favourites.
0:41:17 > 0:41:19- Hey.- This is my mum, Bonnie.
0:41:19 > 0:41:20- Hello.- Hi.
0:41:20 > 0:41:23- How is it all going?- Great, great.
0:41:23 > 0:41:24I notice you have brought me some food.
0:41:24 > 0:41:27- It's not for you, actually, it's for Tilly.- Oh, right.
0:41:27 > 0:41:28- I always bring her a hamper.- Oh.
0:41:28 > 0:41:31To help her along. It's just a natural thing to do, isn't it,
0:41:31 > 0:41:34- to look after your daughter?- Yeah.
0:41:34 > 0:41:37Well, she's my second to go to university, but my first daughter.
0:41:37 > 0:41:39So I was very sad when she left.
0:41:39 > 0:41:41But you were in halls in the first year, weren't you?
0:41:41 > 0:41:44- In halls, it's all there, set up. - It's all set up for you, yeah.
0:41:44 > 0:41:46So moving in here was the hard one.
0:41:46 > 0:41:48Initially finding the place.
0:41:48 > 0:41:50Finding one with all your friends.
0:41:50 > 0:41:51One you could afford.
0:41:51 > 0:41:54Because they are paying out a huge amount of money,
0:41:54 > 0:41:57not only for the rent, but for their uni fees.
0:41:57 > 0:41:59You know, they are going to walk away from here
0:41:59 > 0:42:01in a couple of years' time with a huge debt.
0:42:01 > 0:42:03Thousands of pounds' worth.
0:42:03 > 0:42:05So it's very important that the accommodation
0:42:05 > 0:42:08they're living in and paying for is up to standard.
0:42:08 > 0:42:11- That is what I feel as a parent. - Yeah. No, I agree with you.
0:42:11 > 0:42:14I can't afford to pay Tilly's way through university.
0:42:14 > 0:42:16I wish I could. That would be ideal.
0:42:16 > 0:42:18But, unfortunately, that is not the case
0:42:18 > 0:42:23- so Tilly has to use student loans. - Especially as you've got three kids.
0:42:23 > 0:42:25Yeah, I've got three at university.
0:42:25 > 0:42:28So that's not an option, I'm afraid.
0:42:28 > 0:42:33If it helps, my kids are in the same position.
0:42:33 > 0:42:38- And I think it's unfair for me to pay anything for them.- OK.
0:42:38 > 0:42:41Probably because my parents didn't pay for me.
0:42:41 > 0:42:47What my daughter did with her loan is she invested it
0:42:47 > 0:42:50and she made money out of it.
0:42:50 > 0:42:54- So was able to buy a house with saving...- Great.
0:42:54 > 0:42:59Just a small flat for about 40,000 or 50,000, somewhere up north,
0:42:59 > 0:43:02and then she got rental on that.
0:43:02 > 0:43:05- You do know every trick in the book, don't you?- No, my daughter does.
0:43:05 > 0:43:08- Right.- I'm not saying that every student can do that.
0:43:08 > 0:43:11- But that was her mind-set. - Sounds like an exception.
0:43:11 > 0:43:15Does it worry you, the amount you have to charge for the rent
0:43:15 > 0:43:17on top of the fees they have to pay for uni?
0:43:17 > 0:43:22Sure. I actually don't dictate the rent, it's the letting agents
0:43:22 > 0:43:24- who do, and they're looking at... - Oh, really?
0:43:24 > 0:43:27So you don't have a say in how much you charge?
0:43:27 > 0:43:31No, I do have a say, but what I did is I outsourced everything.
0:43:31 > 0:43:35But surely you could say, no, you are charging too much,
0:43:35 > 0:43:38- if you felt...- I could... I could do that, yes.
0:43:38 > 0:43:41Well, I am absolutely... petrified for her.
0:43:41 > 0:43:44She's got to get a very good job to be able to pay this debt back.
0:43:44 > 0:43:46- Yeah.- And I am very worried.
0:43:46 > 0:43:50- VOICEOVER:- I sympathise with Tilly's situation.
0:43:50 > 0:43:53When I went to university, I had a grant.
0:43:53 > 0:43:58All my accommodation was paid for, so I think we had it much easier.
0:43:58 > 0:44:04If I charged less rent, then I can't keep the upkeep of the house.
0:44:04 > 0:44:09So although I sympathise with her, it's difficult for me to do anything
0:44:09 > 0:44:12without jeopardising my own situation.
0:44:12 > 0:44:14- Bye.- Bye, darling.
0:44:14 > 0:44:18It's hard to think that someone is earning out of my debt.
0:44:18 > 0:44:23It isn't a comforting thought to know that my debt could be lessened
0:44:23 > 0:44:26did I not have to pay that certain amount.
0:44:26 > 0:44:28I could ask for less of a loan from the government
0:44:28 > 0:44:31if I didn't have do pay such a substantial amount.
0:44:35 > 0:44:38- Lovely.- We're here.
0:44:40 > 0:44:42Come on. Let's go.
0:44:45 > 0:44:48After dropping his daughter back at her mum's house,
0:44:48 > 0:44:53Paul is facing another night alone in the Santos family home.
0:44:53 > 0:44:56I saw that they had loads of family pictures around,
0:44:56 > 0:44:58so that indicates to me that they are very close
0:44:58 > 0:45:02and a very traditional family and bond together to be a family...
0:45:04 > 0:45:06..which I don't have, unfortunately.
0:45:07 > 0:45:11And I think this is... It's because they're good people.
0:45:12 > 0:45:14I'm thinking, to be honest, about my life.
0:45:14 > 0:45:18Last many years I was focused too much in progress, travel, business.
0:45:19 > 0:45:23While I just forgot personal life, need to find some partner, be happy.
0:45:31 > 0:45:34- Oh, they look cooked, Ben. - They're overcooked.
0:45:34 > 0:45:37Ben's also coming to the end of his time living as a tenant.
0:45:37 > 0:45:41- How is it?- Cooked all the way through.
0:45:41 > 0:45:44But the barbecue he's organised has brought further issues to light.
0:45:46 > 0:45:49The garden has been a bit of a struggle for us.
0:45:49 > 0:45:51When we moved in, it wasn't fantastic.
0:45:51 > 0:45:54It's not finished yet and it is such a lovely garden,
0:45:54 > 0:45:56it has such potential to be so beautiful.
0:45:56 > 0:45:59The plan was to actually have it all ready for you.
0:45:59 > 0:46:00The gardeners, we were told
0:46:00 > 0:46:02they could only be here Monday afternoons.
0:46:02 > 0:46:04OK. So when we first moved in,
0:46:04 > 0:46:06obviously there was quite a few occasions
0:46:06 > 0:46:08where someone would be woken up in the house,
0:46:08 > 0:46:10a handyman, like, knocking on their bedroom door,
0:46:10 > 0:46:12with no idea that they were coming.
0:46:12 > 0:46:14Usually, it was a girl alone in the home,
0:46:14 > 0:46:15and obviously that was quite scary.
0:46:15 > 0:46:18And I kind of feel that there was a disregard
0:46:18 > 0:46:19for safety from the letting agency.
0:46:19 > 0:46:22We had no idea who was coming to our house, when, or why.
0:46:22 > 0:46:23We've said to just come,
0:46:23 > 0:46:28but it's this line between whether it's safe or not, and wanting
0:46:28 > 0:46:30the garden to be done, and it's which one is a priority, I guess.
0:46:30 > 0:46:33But even after you had said the gardeners are allowed here,
0:46:33 > 0:46:36I was told by the agency that they couldn't be here.
0:46:36 > 0:46:39And somewhere along the line, the ball is dropped somewhere,
0:46:39 > 0:46:41which I think is the root of all the problems.
0:46:41 > 0:46:45- Yeah.- It's that we're being told it's being communicated to you,
0:46:45 > 0:46:47and you're being told that we're being communicated with.
0:46:47 > 0:46:50- And we are not.- I suppose the simple option would be to just communicate
0:46:50 > 0:46:52to one another rather than involving...
0:46:52 > 0:46:54I know obviously you pay them the fees and stuff,
0:46:54 > 0:46:56but, I suppose, if there is an issue,
0:46:56 > 0:46:59maybe just communicate it to us and we can tell you what we think
0:46:59 > 0:47:00there and then.
0:47:05 > 0:47:07So do you think anything will actually come of this?
0:47:07 > 0:47:11I don't know, I don't have much hope when he's just told us
0:47:11 > 0:47:13to turn a switch off on the water pump, and that is what...
0:47:13 > 0:47:15that is what the solution is for that.
0:47:15 > 0:47:18I know for a fact that, if this was his house and he was living here
0:47:18 > 0:47:21for the past year, all of these things would be fixed.
0:47:24 > 0:47:27You know, some of the things that they pointed out
0:47:27 > 0:47:31that the letting agent hasn't dealt with, I think, is terrible.
0:47:31 > 0:47:34And think they've actually been over-patient, to be honest with you.
0:47:41 > 0:47:43After a week living in his home,
0:47:43 > 0:47:47Paul is about to meet Olegario for the very first time.
0:47:47 > 0:47:50Currently, from a financial point of view, I'm making a loss,
0:47:50 > 0:47:52because their rent is discounted,
0:47:52 > 0:47:53which is, of course, not good for me.
0:47:53 > 0:47:55Bye-bye. Mwah!
0:47:55 > 0:47:59I think this is a good opportunity to speak to the owner.
0:47:59 > 0:48:01If he does not understand the problem,
0:48:01 > 0:48:03I don't know what I should do.
0:48:05 > 0:48:11- Hello.- Como esta? How are you doing? - Nice, nice.
0:48:11 > 0:48:15How has been the experience of you living in my house?
0:48:15 > 0:48:18Of course, condition-wise, the place is not how it should be.
0:48:18 > 0:48:21The most important for me is safety for my children.
0:48:21 > 0:48:24The carpet on the step isn't safe.
0:48:24 > 0:48:26But just in the one stair.
0:48:26 > 0:48:28No, all. I have to fix it for myself.
0:48:28 > 0:48:31Another thing worrying me is the garden, you know.
0:48:32 > 0:48:35What do you think about the rubbish that you find there?
0:48:35 > 0:48:38The rubbish, yeah. We need to clean the rubbish, definitely.
0:48:38 > 0:48:41- It's not mine.- I know. Some of the rubbish was the builders.
0:48:41 > 0:48:43From when they start the work in the roof.
0:48:43 > 0:48:48- No, most of the rubbish I found when I moved on the first day.- OK.
0:48:49 > 0:48:54The main bedroom, the walls is still very, very wet.
0:48:54 > 0:48:57You don't think it is too long a time to do something?
0:48:57 > 0:48:58It's actually a very quick time.
0:48:58 > 0:49:02Wintertime, nobody really do any sort of work on the roof because
0:49:02 > 0:49:05- it's rain.- But in November if you had given me that information,
0:49:05 > 0:49:07I will take my decision from here.
0:49:07 > 0:49:10So I will find another solution for myself.
0:49:10 > 0:49:12- It's became worse, not less.- Yes.
0:49:12 > 0:49:15- Like a dump.- This is bad for me as well because it's my property,
0:49:15 > 0:49:18- so it's just...now it's more work. - Of course, yeah.
0:49:18 > 0:49:21It's going to cost me now much, much more than I was previously,
0:49:21 > 0:49:23- so I didn't know...- For me, it's too much time.
0:49:23 > 0:49:26I don't know if you understand. I smell the problem.
0:49:26 > 0:49:28I have a child, I live in the property.
0:49:28 > 0:49:33I just want to show something what happened with my little girl.
0:49:33 > 0:49:35Look.
0:49:35 > 0:49:36- Oh, my gosh.- Yeah.
0:49:37 > 0:49:39Do you think that was because of damp?
0:49:39 > 0:49:40Yeah.
0:49:42 > 0:49:44I didn't know that it's so bad.
0:49:44 > 0:49:48100%, that's not perfect situation to be in.
0:49:48 > 0:49:53It's just dangerous as well, so that's why we need to fix this now.
0:49:53 > 0:49:56Despite the problem, I'm still very grateful.
0:49:56 > 0:49:59It's very, very difficult to find a house to rent here.
0:49:59 > 0:50:02I like to appreciate what you guys do for me.
0:50:02 > 0:50:04I'm a foreigner as well in this country.
0:50:04 > 0:50:05I was renting as well.
0:50:05 > 0:50:08It was difficult to find any place to live because everybody said
0:50:08 > 0:50:10I have no credit story, no work.
0:50:10 > 0:50:13No full-time employment, you know, everything like that.
0:50:13 > 0:50:15And they don't want to give you a property.
0:50:15 > 0:50:16So in that way, we're trying to help.
0:50:19 > 0:50:22I was quite upset when he showed me the pictures,
0:50:22 > 0:50:26so it was the sort of effect of the situation in the property
0:50:26 > 0:50:30was on his daughter, which I'm very, very ashamed of that.
0:50:30 > 0:50:33I feel bad about that.
0:50:36 > 0:50:38In the beginning, he was very defensive.
0:50:38 > 0:50:42So I think when I show him the pictures of Jessica,
0:50:42 > 0:50:45I think he tried to understand my problem.
0:50:45 > 0:50:47I hope he fixes the problem.
0:50:47 > 0:50:52But I only will believe when I see it.
0:50:56 > 0:51:00After spending time in their tenants' properties,
0:51:00 > 0:51:01the landlords are returning home.
0:51:04 > 0:51:06A few things surprised me this week.
0:51:06 > 0:51:09I didn't expect them to go to bed so early.
0:51:09 > 0:51:13I learned a lot about the evolution of students,
0:51:13 > 0:51:16where we now have loans instead of grants.
0:51:16 > 0:51:20I just didn't realise how much of a worry it was to parents
0:51:20 > 0:51:22as well as the students themselves.
0:51:22 > 0:51:23Hugs, whatever.
0:51:23 > 0:51:26- Hugs all round.- Can I get a hug?
0:51:26 > 0:51:29Yes. Of course you get one, too.
0:51:29 > 0:51:32As the Americans say, don't be a stranger.
0:51:32 > 0:51:35- OK.- Bye, then. - Bye.- Bye.- See you soon.
0:51:36 > 0:51:40I feel differently, which is something which is strange for me.
0:51:40 > 0:51:41I didn't expect that.
0:51:41 > 0:51:45This meeting yesterday realised me that, for him,
0:51:45 > 0:51:47the most important thing is home.
0:51:47 > 0:51:51He's not expecting private jet, you know, millions in the bank account.
0:51:51 > 0:51:54He's just expecting basically
0:51:54 > 0:51:57a good, nice house for his family and stable job.
0:51:59 > 0:52:02They now will decide if any changes need to be made.
0:52:04 > 0:52:08An experience like that allowed me to be able to see the other side.
0:52:08 > 0:52:13Many families in this country are coping on quite similar money
0:52:13 > 0:52:17and they have to feed the children, they have to pay the bills.
0:52:17 > 0:52:19This makes me feel very, very sorry.
0:52:19 > 0:52:21Very...
0:52:21 > 0:52:25Very unhappy about the situation which I created.
0:52:49 > 0:52:50Both sets of tenants
0:52:50 > 0:52:54have been staying with their families over the summer,
0:52:54 > 0:52:57while the landlords have been working on their properties.
0:52:58 > 0:53:01I'm very curious to see what he has done.
0:53:01 > 0:53:03Yeah. It will be interesting to see.
0:53:05 > 0:53:06What do you expect now?
0:53:07 > 0:53:09I don't know.
0:53:09 > 0:53:11Keep positive.
0:53:11 > 0:53:12Yes.
0:53:15 > 0:53:16Here we are.
0:53:20 > 0:53:22I really want to see if we got a new hob.
0:53:22 > 0:53:24Oh, how exciting.
0:53:24 > 0:53:25No more fire hazards.
0:53:25 > 0:53:27I am very, very happy with the new hob.
0:53:27 > 0:53:30- Yeah.- Like, that was such a health and safety hazard,
0:53:30 > 0:53:33and we were ignored about it for so long.
0:53:33 > 0:53:35Yeah, yeah. Happy days.
0:53:38 > 0:53:39Oh! "Tilly and housemates."
0:53:41 > 0:53:43"Dear Tilly, Poppy and Georgia,
0:53:43 > 0:53:45"thank you for letting me stay with you.
0:53:45 > 0:53:48"With regards for a pump, we're doing our best to find a solution.
0:53:48 > 0:53:49"The cost for the materials plus work
0:53:49 > 0:53:52"will cost between 5,000 and 7,000.
0:53:52 > 0:53:55"I would be happy to do this, but there could be some disruption
0:53:55 > 0:53:57"with the workmen coming in and out of the house
0:53:57 > 0:53:59"and a loss of water service for two to four weeks.
0:53:59 > 0:54:02"Please do let us know if you would be happy with the disruption
0:54:02 > 0:54:04"and I will authorise the works."
0:54:04 > 0:54:06At least he's looking into it and it would cost him a lot,
0:54:06 > 0:54:09so I do appreciate that he'd put that much money into it.
0:54:16 > 0:54:20Wow! Look at the stairs.
0:54:20 > 0:54:23The carpet is new. Now it's safe to walk here.
0:54:28 > 0:54:29I love this.
0:54:30 > 0:54:34Wow. It's dry.
0:54:35 > 0:54:36It smells fresh.
0:54:37 > 0:54:39Oh, wow! I love it.
0:54:39 > 0:54:42I did all the work to make sure the property is safe now.
0:54:42 > 0:54:47We replaced the whole bedroom walls, where the mould previously was.
0:54:47 > 0:54:49We painted and decorated.
0:54:49 > 0:54:53I was hoping to spend about £2,000 maximum in the beginning,
0:54:53 > 0:54:54but I spent 8,000.
0:54:56 > 0:54:57Wow!
0:54:57 > 0:54:58I don't believe this!
0:54:58 > 0:55:00Really?
0:55:01 > 0:55:03Oh, my God.
0:55:04 > 0:55:08I never expected this. Totally different.
0:55:08 > 0:55:11In the kitchen, we replaced all the units.
0:55:11 > 0:55:13As well we replaced the floor.
0:55:13 > 0:55:19But I go the extra mile just because Olegario's life is tough already
0:55:19 > 0:55:23and, as a landlord, I don't want to make his life even harder.
0:55:23 > 0:55:27Wow. I never could imagine a kitchen like this.
0:55:27 > 0:55:28Never.
0:55:31 > 0:55:33Oh, it is looking different, Tilly.
0:55:33 > 0:55:34Look, lots of little plants.
0:55:35 > 0:55:37Well, I'm quite impressed.
0:55:37 > 0:55:38It's so much prettier.
0:55:38 > 0:55:41- Yeah.- It's looking much more accessible.
0:55:41 > 0:55:43Wow. That's much better.
0:55:43 > 0:55:46Oh, look, they've done a little feature around the tree.
0:55:46 > 0:55:49It looks very pretty. Very thoughtfully done, I think.
0:55:49 > 0:55:52- Yeah. No, I like it. - Huge improvement, Tilly.
0:55:52 > 0:55:54We are going to have a cracking garden.
0:55:56 > 0:55:59My mistake was to assume that the letting agent
0:55:59 > 0:56:03was working to my standard, and they weren't.
0:56:03 > 0:56:07And so I need to get rid of my letting agent very, very quickly.
0:56:08 > 0:56:12There's definitely improvements being made in all areas.
0:56:12 > 0:56:15Even if it's not quite there yet, things are being looked into,
0:56:15 > 0:56:17things are starting to get sorted.
0:56:17 > 0:56:18It's quite a nice feeling
0:56:18 > 0:56:20to feel like we have been listened to this time.
0:56:22 > 0:56:26From my perspective, if I am providing a service,
0:56:26 > 0:56:29I have a responsibility to my customers
0:56:29 > 0:56:32to give them the best service that they believe
0:56:32 > 0:56:37that they are entitled to and that I believe I can give.
0:56:40 > 0:56:42Wow!
0:56:42 > 0:56:43Oh, wow!
0:56:44 > 0:56:47I never could expect a garden like this.
0:56:47 > 0:56:49Zizi, you like it?
0:56:49 > 0:56:52- I like it.- Wow!
0:56:52 > 0:56:56Being the tenant for a few days in this property,
0:56:56 > 0:56:59I actually realised that the landlord could make a difference,
0:56:59 > 0:57:03could help instead of just being the property owner.
0:57:06 > 0:57:09To be a landlord is not just to make a profit and money,
0:57:09 > 0:57:14it's as well social responsibility to provide a home to my tenants,
0:57:14 > 0:57:16not just a place to live for them.