Episode 3 That's Britain!


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Episode 3

Nick Knowles and Julia Bradbury present a look at modern Britain. Grainne Seoige tackles hospital car park charges and Ade Edmondson follows the journey of a letter across the UK.


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APPLAUSE AND CHEERING. Hello and welcome to That's Britain, the

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programme that points the finger at the madness of modern day life.

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From speed bumps to bankers' bonuses, we will look at what's

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winding you up. On That's Britain tonight: Grainne Seoige looks at

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sickening hospital car parking charges. Signed, sealed, but is he

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delivered? Ade Edmondson tests the Royal Mail to its limits. Stanley

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Johnson moves house with his hidden cameras. Are students as lazy as

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they're painted? Our bin cops stop at nothing to bring down the fly-

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tippers. APPLAUSE. All that and lots more

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tonight. Let's say hello to the That's Britain team over there,

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Grainne Seoige, D, -- Ade Edmondson and Larry Lamb. APPLAUSE AND

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CHEERING. Now, tonight Larry is carrying on the fight to bring back

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the personal touch to our lives and it's a tough one this evening. Last

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week thousands of you told us how unhappy you were about petrol

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prices, well this week can he convince you to pay pay even more

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for fuel in order to bring back the petrol pump attendant? You will get

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a chance to vote on that later. you have been a victim of bad

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customer service and nobody's listening Jasper will take on your

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case live, right here in the studio. Most importantly, we want your e-

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mails on this show your words count. This is your word wall. We The wall

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is actually talking back. You tell us what's driving you around the

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bend and our computer turns your gripes into graffiti. So, we want

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to know what's bugging you, call centres, bad drivers? It doesn't

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matter what the topic is, we will send our crack team to investigate

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for new future shows. Let's see what you have been letting steam

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off about this week. There you go. So wind turbines, it was big on the

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wall last week and now it's number one. In fact, I have to say Wye

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have agreed with that last week, not because of how they look and

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the noise, because I thought they didn't make much electricity and

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pay off the cost and concrete. But I have been doing research and I

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have changed my mind, I like them now and think they're a good thing.

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They generate between 1-2% of electricity, so still small.

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don't have to live next to them either. There are 3,000 turbines in

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the country now but Chris Huhne announced he would like 32,000 more

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over the weekend. Also NIMBYs is up there. Over here. It means not in

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my back yard. Peter wrote in to say plans get put forward for roads to

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be upgraded. The NIMBYs jump out in force. Housing estate gets put

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forward and they jump out in force. Interesting we are asking somebody

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to complain about things and somebody is complaining about

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people complaining. Petrol prices and parking charges are there as

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well. We will look at both of those items later. Stay tuned. We will be

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updating the wall later. So keep the e-mails coming in. Remember, to

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put the thing that's getting on your nerves in the title of the e-

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mail and you can tell us why in the body of the e-mail but put the word

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you want on the wall in the title space and no politics please or

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people's names. Of course you can join in with everything we are

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talking about by tweeting us or going to our Facebook I page. The

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NHS is often held up as one of the glories of modern Britain. It's

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supposed to be free at the point of delivery. But is it really free?

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High parking charges, visiting a hospital can add insult to injury.

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But a high -- are high charges the only way the NHS can cope with

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demand? Grainne Seoige has been to find out.

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You have been telling thaus hospital parking charges are

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driving you mad. Some of you have been fined. Others have had to

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choose between staying by a sick loved one or popping out to top up

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the metre. If you are paying for parking every day of a long-term

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period it can be very expensive especially if you have gone for

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treatment. My father was in hospital and we were paying a

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terrible amount of money between the family for car parking charges.

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My mother was terminally ill and I was visiting her this year and I

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went to visit and I didn't know how long I was going to be because she

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was in surgery and I kept having to run tout my car -- run out to my

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car to renew the metre. My son is two years old, when he was being

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born it was impossible to get parking there. Just to see him for

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the day would be �7 at a time. wife had surgery 18 months ago and

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I was visiting her on a daily basis in hospital and it starts adding up

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quite significantly. Karen is in remission from cancer. This has

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involved multiple trips to various hospitals. Currently, she is a

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patient at the Royal Free Hospital in Hampstead in north London. You

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have been having treatment at this hospital, what have you been having

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done? Specifically here I have been having reconstruction surgery.

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a stressful this thing to go through, isn't it? Very stressful.

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I mean, you know, you sort of have the first shock of being diagnosed

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and all the preventive treatments, the operations and the chemotherapy.

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It's a three-hour round trip for Karen on public transport so she

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drives here, charging �6 for two hours parking make it is one of the

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most expensive in England. The maximum time you can park is for

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five hours at a cost of �15. How much does it cost to you park here

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an hour? It actually starts at �3 here. How much money do you think

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you have spent since since you were diagnosed? Sort of in the region of

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�150, maybe over. It's something you really, really shouldn't have

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to think about. Everything else that you are going through.

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hospital is in the heart of trendy Hampstead and the hospital say they

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charge for parking to stop shoppers from nabbing all the spaces. In the

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Royal Free's case they claim they don't make profit. Though costs

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remain at the high end of the parking scale. And charges vary

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across the country. The cost of being sick for 24 hours in tkhorly

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-- chorely is �1.50. When you turn up at a hospital you don't know

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what the charge is going to be, though hospitals we have spoken to

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say car parks cost money to run and charging means frontline services

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don't suffer. Liz Humphrey also had breast cancer and she has made over

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40 visits for treatment. Her local hospital, the Luton and Dunstable

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charges �4 an hour for parking. When you get to the hospital and

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you have been in and out many times, and there are charges, how do you

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feel about that? I think that it is stressful enough going through all

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the treatment and then to actually think that you have still got to

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pay quite a bit of money for parking, you have to deal with it,

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but it's not ideal. It doesn't sound user friendly, particularly

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when you are in a situation where it's hard going, going in for

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treatment and it's often not very pleasant. No, no. Liz has spent

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over �100 on hospital parking fees, and it's not practical for her to

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get there other than by driving. Plus, when she was an in-patient

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her family made many visits to see her and they all had to pay to park.

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For the Patients' Association charging people who are ill and

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their visiting families for parking amounts to taking advantage of the

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vulnerable. Some poor devil takes their tphaerest -- nearest or

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dearest in when they can't get an ambulance quickly, they have no

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change, they come out and have a ticket. If you have somebody in

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there for a long time you might spend a a fortune, even though you

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happen to be living on the breadline, you have to pay for

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parking. Last year alone profits rose by 14 years and hospitals made

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�32 million in profit from car parking charges. We have been told

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that profits have been ploughed back into hospital services, and

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that without them patient care could suffer. But the system

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remains unpopular with those who think it's unfair and expensive. In

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fact, there is no regulation covering how much a hospital can

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charge to park. There is a charter which suggests charges should be

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fair and proportionate but hospital trusts can now make that decision

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for themselves T also seems to be very English problem. In 2008 the

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majority of hospitals in Scotland and Wales scrapped their parking

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charges, but they still exist in England. The Department of Health

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told us individual NHS Trusts must be allowed to control car park

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charging and the Government shouldn't interfere. So I went to

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see the NHS Confederation to see what they had to say about it.

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Trusts have to be very transparent about how they set their car

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parking fees. Why isn't there a standardisation of the charges, why

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is there such difference between what the hospitals charge people to

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park? Some place it is may actually cost a lot more, say a city centre

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hospital for to you run the car park. People feel it's a tax on

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being sick. Really public transport isn't an option for them. Yet when

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they park their car they're being made to pay to go into hospital.

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And a lot of people can use alternatives to get there and

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people need to consider those alternatives. And for people who

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are attending frequently there will be concessionary schemes that

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enable them to offset the cost so it's not costing them that much to

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get to hospital. But with some Trusts making over �1 million

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profit and one making over two, the the Patients' Association is having

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none of it. It's an extra tax they're charging and they're not in

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a position to tax anybody. The Government is, and therefore the

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Government should do something about it.

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This is a story I have covered before. Exactly how much

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unhappiness did you encounter about this? This is such an emotive issue

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for people because we have all either been to hospital or visited

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somebody who has been there and whether you are the patient or you

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are going in to see one of your nearest and dearest, nobody wants

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to be there. They're there because they have to be and to have to pay

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to be there or stress about the fact your car may be running out of

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money is a terrible thing and people find it really outrageous

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and frustrating that somebody belongsing -- belonging to them

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could be ill and they are fretting about a car outside. Karen is

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undergoing ongoing treatment for her breast cancer now and ongoing

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charges as well. We were in touch with the hospital in Hampstead and

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they said they do make allowances for groups. They say they're

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concerned that Karen hadn't been informed of her parking entitlement

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and they're looking into it. They would advise she contacts the

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office to ensure she has free parking in the future and they're

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committed to supporting the care of patients and needs of staff. I

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suppose that goes for anybody who is attending a hospital on a

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regular basis, make sure you contact them and find out if you

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are entitled to parking concessions. David, you are attending a hospital

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on a regular basis at the moment. There have been changes, what's

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happening at your NHS Trust? We go - my wife and I go to Southport or

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Ormskirk regularly and we were astonished and really put out to

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discover that from the 1st November we would have to pay car parking

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charges, even though we have a blue badge. You have a disabled blue

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badge and now you are you are being charged to park as well. Absolutely.

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It's customary everywhere throughout the country that people

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with blue badges, because of the extra cost of disability, get that

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concession and yet that has been snatched away from this group of

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people, at the time of greatest need. What is this Trust saying in

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response? We asked the hospital Trust which manages Southport for

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an interview but we didn't get one. They sent a statement, they said

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the cost increased in November, the first rise in more than two two

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years. They said in common with other hospitals the Trust

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introduced charges for blue badge holders. But they also said they're

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already providing free parking for patients in receipt of certain

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Government benefits and blue badge holders who receive the benefits

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remain entitled to free parking. They say after we covered our

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parking management costs all The Remaining money raised from parking

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goes towards patient care. Most of the hospitals are keen to point

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that out. But people are still having to pay. Not all hospitals

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charge for disabled parking. Moving things on, David, you are trying to

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persuade your Trust to change things through people power. People

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power can work? Absolutely. Luton and Dunstable have reacted to

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feedback. I will let you straight in. This is what they've said. From

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January some short and long-term stays will be cheaper. They say

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they've had to make difficult choices to protect frontline

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services and all the parking money goes back to the budget. They say

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the charges are necessary for safe parking and while they did increase

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reluctantly the car parking charges in April for the first time in four

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years there are a wide range of concessions available. David, we

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are running out of time, but the best of luck with your campaign.

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And you are taking on household energy bills next next week. Yes,

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indeed. Thank you. APPLAUSE.

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:14:43.:14:44.

Obviously, hospital parking charges are an emotive charges. In 1955 the

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health service cost 9%. Where else would you raise the money? Now,

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moving on. Ade has been getting inside the machine that is Britain.

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Where have you been this week? do you e-mail? I do. Do you text.

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Tkoeu. Do you tweet? I do. Do you write letters. No, but Wye like to

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It may surprise to you know that the Post Office delivers 62 million

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letters a day. Around Christmas that goes up to 130 million letters

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a day. A lot of people grumble about the price of a stamp but for

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46p they promise to deliver something from one part of Britain

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to the other end. So I decided to take them up on this, give them a

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challenge. I decided to post a letter in south-east England and

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follow it all the way to north-west Scotland. Who is going to get there

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first? Me or the letter? The race is on. Let's see how you got on.

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We all like to moan about the mail. First class doesn't guarantee next

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day delivery, the postman never rings twice and don't get me

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started on the cost of a stamp. I mean, how hard can it be to send a

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letter? Well, to find out we are going to

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follow my little letter on an amazing 500-mile journey. It's

:16:04.:16:08.

going to be travelling by lorry, plane, by boat, even by foot. All

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the way from this little postbox in Surrey, to Scotland.

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Hello, Mrs McCullOch. Here is hoping. The first step is the

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easiest. The postman arrives, puts letter in bag, and there it is.

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Look, there is our letter. And it's on to Britain's largest

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mail centre in Gatwick. So far, so simple. But this is

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where our post starts to get all technological. Welcome to the belly

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of the beast. It's the size of two and a half football pitches. 650

:16:54.:17:04.
:17:04.:17:07.

people work here. It's one of 59 Most of the work here is carried

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out by imps. No, not nasty devils with pointy sticks and shiny tails,

:17:17.:17:20.

integrated mail processors. They may sound like huge impersonal

:17:20.:17:30.

machines, but they have got names. Look, Milly, and this one is Sue.

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The first job is to eat all the letters, digesting them inside a

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huge drum. Thin letters fall through the gaps. Anything larger

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than six millimetres gets spat out. I mean anything. What are the most

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unusual things you have had through the post? The most unusual is we

:17:47.:17:52.

had a piece of toast. An actual piece of toast, with the address on

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it? Yes, wrapped in a plastic bag ah, dress on it and a stamp. Mmm...

:17:58.:18:04.

Toast! The next job is to weed out large flat items like A4 envelopes

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:18:14.:18:16.

and magazines. With a ramp called a salmon leap. Where's the little

:18:16.:18:20.

salmon? Oh, there's one. All the remaining fish swim to another part

:18:20.:18:24.

of the machine, a computer that reads and photographs at dresses of

:18:24.:18:30.

ten letters a second or 35,000 an hour. It can read even the most

:18:30.:18:33.

terrible handwriting, so doctors and teachers can use the Royal Mail

:18:33.:18:41.

as well. The only snag is it can't read letters that are upside down.

:18:41.:18:47.

Machines! But the solution is this little sensor here. It's kind of

:18:47.:18:52.

got a nose that sniffs out the stamp. If the letter is the wrong

:18:52.:18:59.

way up, it flips it over. Excellent. The whole process works in perfect

:18:59.:19:06.

harmony, until this happens. And when it does, there's Martin.

:19:06.:19:10.

Martin's job is to work out the destination of those letters which

:19:10.:19:14.

aren't properly addressed. This one here is a lady who's move add way

:19:14.:19:24.
:19:24.:19:25.

somewhere in West Sussex. Harding, moved away, West Sussex.

:19:25.:19:35.
:19:35.:19:35.

That's straight off someone's computer. And this one. Thaiz

:19:35.:19:40.

cracker. I think I might have sent that one.

:19:40.:19:44.

My letter has now got a plane to catch. I know what you're thinking,

:19:44.:19:51.

we're right by Gatwick Airport, but no, this is Britain. For some

:19:51.:19:56.

inexplicable reason my letter will get onit a lorry and go 70 miles

:19:56.:20:01.

round the M25 to Stansted. At Stansted, the mail gets loaded onto

:20:01.:20:07.

one of Royal Mail's 64 charter flightsment -- flights. It touches

:20:07.:20:13.

down in Edinburgh about 10.30. It's met by a red postal lorry, raced

:20:13.:20:19.

through the night to Glasgow, sorted, again and driven to the

:20:19.:20:24.

ferry port. It's a very -- it's very early in the morning. I'm in

:20:24.:20:28.

the ferry port and it is a little chilly. Here's my ride to the

:20:28.:20:36.

island. Bang on 7.35, the van hits the ramp. It's almost the last leg

:20:36.:20:46.
:20:46.:20:56.

of our odyssey. Mrs Mcculloch is Hello there. Are you Seve. I'm

:20:56.:21:00.

hoping you have my letter in the bag there. Can I get in and we'll

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go to the sorting office? It's only a ten minute drive. My letter's

:21:04.:21:08.

been travelling now for more than 20 years. I feel like Jess the

:21:08.:21:14.

little black and white cat # Postman Pat and his black and

:21:14.:21:21.

white cat." I can see my letter. My letter's sorted for the last time.

:21:21.:21:25.

I think I'm putting them all in the wrong holes. I'm in for a long day,

:21:25.:21:30.

if you have. Without even as much as a cup of tea, I'm off to meet

:21:30.:21:40.
:21:40.:21:45.

Mrs M. Hello. Good morning. Are you Mrs

:21:45.:21:50.

McCulloch. Yes. Stkpwhri brought you a letter. -- I brought you a

:21:50.:21:56.

letter. It's from me. What does it say? Please may I have some

:21:56.:22:06.
:22:06.:22:07.

breakfast? May I? I would like a cup of tea, sausages, bacon, black

:22:07.:22:11.

pudding..., marvellous, where should I sit? Oh, are you cheeky.

:22:11.:22:16.

have to ask the big question, how good was breakfast? It was odd. She

:22:16.:22:21.

gave me sausage rolls and chocolate rice crispy cake things, which I

:22:21.:22:28.

think almost passes for health food. I'm only joking. Now the imps are

:22:28.:22:31.

absolutely incredible. Smelling machines? I know it's very

:22:31.:22:34.

efficient. As a controlled experiment I posted ten other

:22:34.:22:37.

letters at the same time in different boxes. Guess how many got

:22:37.:22:43.

to their destination the next morning? Ten. Yes! You're right.

:22:43.:22:46.

Martin with the unaddressed, did he get any of those to their homes?

:22:46.:22:50.

corrects a lot of them. The one that's are completely stupid. They

:22:50.:22:55.

go to a unit in Belfast, licensed to open letters and decide where to

:22:55.:23:00.

put it. Nice they make the effort though. There's an upper tier, I

:23:00.:23:04.

love that, professional letter openers. You hear of letters that

:23:04.:23:08.

get posted and are lost in the system for years and years. You've

:23:08.:23:12.

got an extraordinary example. Earlier this year, Margaret got a

:23:12.:23:16.

post card, not very unusual, you might think. But it was posted in

:23:16.:23:22.

1954. This is the post card. It was sent by her sister-in-law, on her

:23:22.:23:31.

way to Malaysia. She stopped off and posted this in modern day Yemen.

:23:31.:23:37.

The first line of the post card says, "I am very hot." I like that

:23:37.:23:42.

the card was made in Britain. reached Preston in 57 years after

:23:42.:23:46.

it was posted. Sadly, four years after the sender had died. What

:23:46.:23:51.

happened to it. Where has it been? I asked Royal Mail about this, they

:23:51.:23:55.

say they don't have loads of mail hanging about. It's usually the

:23:55.:23:58.

case it's been misdelivered in the first place and it's taken a long

:23:58.:24:02.

time for someone to re-post it. If you are at home and have lovely

:24:02.:24:07.

post cards or a love letter from someone else, pop it in the post.

:24:07.:24:11.

It might make someone's day. Your final mission next week? About

:24:11.:24:15.

Christmas, what's the most important thing? Santa. Brusel

:24:15.:24:19.

sprouts. That's right. I'm going to follow the logistics that

:24:19.:24:23.

supermarkets go through to get all the ingredients for our Christmas

:24:23.:24:27.

dinner into the supermarket in time for the perfect lunch. Very good.

:24:27.:24:31.

Our inside, Ade Edmondson, everybody am -- everybody.

:24:31.:24:39.

APPLAUSE Now That's Britain has been trying

:24:39.:24:42.

to bring back the people and jobs that have been replaced by

:24:42.:24:46.

technology and cost cutting. So far you've agreed. Viewers who voted

:24:46.:24:52.

said they would be prepared to bring back milkmen and bus

:24:52.:24:56.

conductors. This one this week might be trickier. Last week you

:24:56.:24:58.

told our word wall in your thousands that the thing annoying

:24:58.:25:04.

you the most is the cost of filling up at the petrol station. Can Larry

:25:04.:25:09.

Lamb persuade you to pay more if it means we bring back the petrol pump

:25:09.:25:13.

attendant. I think you might be a lamb to the slaurt on this one.

:25:13.:25:19.

Here we go again, an almost empty tank. Normally I'm all for self-

:25:19.:25:22.

service, even for me there are times when I don't want to get out,

:25:22.:25:27.

it's freezing cold, it's rainy, you pulled up on the wrong side of the

:25:27.:25:30.

pump. You pull the nozzle over and it won't reach. Then you can't get

:25:30.:25:34.

the cap straight back on. You get in to pay and you've left your

:25:34.:25:38.

wallet in the car. Perhaps it's time to bring back the forecourt

:25:38.:25:44.

attendants, hey? A bit of service in the service station. When I

:25:44.:25:47.

started driving, a visit to the petrol station was a much more

:25:47.:25:50.

personal experience. There was someone who filled up your tank,

:25:50.:25:53.

cleaned your windscreen, checked the oil, water and pressure of your

:25:53.:26:00.

tyres and sent you off with a smile. Well, a man can dream, can't he?

:26:00.:26:05.

Today, I'm going to be turning back the clock totz time whlz we used to

:26:05.:26:10.

have petrol pump attendants. I'm going to fill people's tanks.

:26:10.:26:13.

Nobody has to get their hands dirty because it's down to me. Do the

:26:13.:26:17.

great British public want petrol pump attendants back? And more

:26:17.:26:21.

importantly, at 4p a litre on top of the price, are they prepared to

:26:21.:26:28.

pay? Come on, come and get serve add long here. Shall I just fill it

:26:28.:26:35.

up? �35. We're trying to find -- to find out whether people think it's

:26:35.:26:39.

a good idea to have attendants, what do you reckon? I think it

:26:39.:26:43.

would be nice. I think the older generation would like it. Maybe

:26:43.:26:48.

quite a lot of women might like that. This is the tricky bit. I

:26:48.:26:53.

went a penny over. Don't worry. Lovely to talk to you. Thank you.

:26:53.:26:58.

Nice to meet you. Maybe I've got a talent for this. Come up to the

:26:58.:27:05.

first pump here. Perfect. Here's my key. We are finding out about how

:27:05.:27:10.

people feel about having their car filled up by an attendant,

:27:10.:27:13.

especially with a car like this. With my personal service, the

:27:13.:27:21.

queues were building. The last lady thought they had a special on lamb!

:27:21.:27:27.

Come on. I hate this. Do you? much prefer to have my car, sit in

:27:27.:27:34.

my car and have it done. This is going to be really sexist. Go on.

:27:34.:27:41.

Women, it would be a good idea. Most of them ain't a clue where the

:27:41.:27:43.

water goes. Fascinating people's responses.

:27:43.:27:47.

People want the service but are they prepared to pay for it. If

:27:47.:27:51.

garages employed attendants on the minimum wage you would whack on 4p

:27:51.:27:56.

a litre. How do you feel about the concept of pump attendants, you'd

:27:56.:28:01.

be speaking about another 4p a litre? As long as my company pays I

:28:01.:28:07.

don't mind. Diesel is dear enough as it is. You have to pay extra.

:28:07.:28:13.

It's dear enough as it is. Once again back to the money side.

:28:14.:28:23.

You're diesel? I might even tip you. Thank you very much. I need a �5

:28:23.:28:29.

scratchcard. That's my day on the pumps almost over and what have I

:28:29.:28:33.

learned? The main thing is it's price. Everybody likes the idea of

:28:33.:28:36.

the service, but the minute you start to talk to them about 4p a

:28:36.:28:46.
:28:46.:28:49.

litre on top, it doesn't seem quite Here to make his case in person is

:28:49.:28:56.

former East Ender and Mr Larry Lamb. I was going to say it's not like

:28:56.:29:01.

acting, but it is in a way. It's a performance. Yes, you're with the

:29:01.:29:04.

public. There's an element of entertainment. I remember going to

:29:04.:29:07.

stations and having the crack with the people who served it. You still

:29:07.:29:10.

do in the country in different places around the world. It's, if

:29:10.:29:14.

you're going to do it, you have to be prepared to have that

:29:14.:29:18.

interchange. That's the thing that I liked about it. I have to say, I

:29:18.:29:25.

did that job for about three months when I was 17. I filled up Bob

:29:25.:29:29.

Monkhouse's Jaguar. My boss used to say, you're talking too much and

:29:29.:29:32.

slowing down the traffic. Absolutely. That's what people want.

:29:32.:29:35.

They want to have the crack. think you're right. Was there

:29:36.:29:41.

difference between men and women in how they responded?

:29:41.:29:45.

More women are interested in it. It all levels out when you talk about

:29:45.:29:50.

the fact it's going to cost money. That's the thing, petrol is so

:29:50.:29:54.

expensive. People complain about it all the time. 60% of it on tax to

:29:54.:29:57.

the Government. How will you convince people it's worth chucking

:29:57.:30:02.

3p on the price of a litre. You're not. You can talk to everybody and

:30:02.:30:05.

most people when you spoke to them, they're all for the idea. They like

:30:05.:30:09.

it. Young people that have never experienced it before rather liked

:30:09.:30:13.

it. I had people who were bemused, what you mean there were people who

:30:13.:30:16.

served you petrol. They've never seen it. They suddenly realised

:30:16.:30:19.

they'd missed out on something. You're not selling it. We're not

:30:19.:30:24.

going to win this. I have a feeling, the problem is that the technology

:30:24.:30:28.

is advanced. What you're trying to do is attach something from the

:30:28.:30:33.

past to a modern form of what we do with something else. Thank you for

:30:33.:30:41.

making your case so well in favour the public think. Larry Lamb, thank

:30:41.:30:44.

you very much. APPLAUSE

:30:44.:30:49.

There you go, Larry says bringing back petrol pump attendants would

:30:49.:30:54.

cut queues and brick a friendly face back into our lives. Would you

:30:54.:31:00.

pay an extra 4p a litre to your fuel to bring back petrol pump

:31:00.:31:10.
:31:10.:31:29.

attendants. This is an extra �2 for We'll bring the results later on. A

:31:29.:31:33.

few e-mails that have been coming in. David has an issue with

:31:33.:31:38.

spelling errors and poor grammar, the result, he says, of spell

:31:38.:31:43.

checker and failed education system. A few e-mails on bad grammar. This

:31:43.:31:48.

is the only one with no spelling errors. Colin says "Why not put 25p

:31:48.:31:51.

on the national insurance contribution and do away with

:31:51.:31:55.

hospital parking charges. We will all use the hospital at some time."

:31:55.:32:05.
:32:05.:32:05.

Still to come: The bin cops take on the fly-tippers. The hidden camera

:32:06.:32:09.

house move traps more secret se mare tans. And the hidden hero who

:32:09.:32:19.
:32:19.:32:29.

How can we change something that we are not happy with or get people

:32:29.:32:33.

with power to take us seriously? It seems not many of us know how to

:32:33.:32:37.

complain properly. I am hopeless at making complaints. I think because

:32:37.:32:41.

I am British. I feel if I have one and it's quite justified I don't

:32:41.:32:44.

mind complaining. I won't complain in restaurants because I don't like

:32:44.:32:47.

people knowing that I am complaining about them when they're

:32:48.:32:52.

handling food n case they spit in it or tamper with it in some way.

:32:52.:32:57.

People don't like it when you make complaints, they make you feel

:32:57.:33:00.

uncomfortable like you shouldn't have done that. If something's not

:33:00.:33:03.

right you have to say something. How are they going to improve their

:33:03.:33:08.

service if they're not aware of the problem. Now, I am a stroppy cow

:33:08.:33:12.

and I always complain but am I doing it properly? I am going to

:33:12.:33:15.

find out, here to tell us how to get the treatment we deserve is a

:33:15.:33:24.

man who always gets what he wants, Mr Jasper Greenson. Jasper has

:33:24.:33:27.

written over 5,000 letters of complaint and three books. He is

:33:27.:33:32.

the complainer and he does this not for money, but for love. How did

:33:32.:33:38.

you become a master complainer? suppose I like writing letters and

:33:38.:33:42.

don't like injustice and it's very heartwarming when you get a good

:33:42.:33:46.

result. What do you consider a great result, what is one of your

:33:46.:33:52.

successes? Actually helping a chap who was very poorly-sighted, who

:33:52.:33:58.

was elderly, who had been missold double double glazing and I got his

:33:58.:34:02.

money back for him. It's very satisfying when you make a good

:34:02.:34:06.

complaint. What do we do wrong in this country, why don't we complain

:34:06.:34:09.

efficiently all the time? We are very bad complainers. We are

:34:09.:34:12.

whingers and we don't complain effectively. Complaining

:34:12.:34:16.

effectively is about communicating and expressing yourself clearly.

:34:16.:34:22.

Quick example, my beloved wife tripped up at a petrol station,

:34:22.:34:26.

smashed her tooth, rang me on the mobile, within half an hour the

:34:26.:34:28.

entire main board of that petrol company had had the letter and we

:34:28.:34:32.

got a quick result. Because you sent it to the right people.

:34:32.:34:36.

Absolutely. That's a key thing, get through to the right people? That's

:34:36.:34:39.

a good point. You have to be communicating with somebody who is

:34:39.:34:42.

going to care about your complaint and usually that's somebody at the

:34:42.:34:45.

top of the organisation. I on one occasion took the ultimate example

:34:45.:34:51.

there, complained to the Pope. Copied to Cardinal Hume and the

:34:51.:34:56.

following day the Cardinal's assistant sorted the thing out. The

:34:56.:34:59.

ultimate complaint, never heard from the Pope's boss. You got a

:34:59.:35:02.

response. Some of our viewers have been in touch with some problems.

:35:02.:35:07.

The first is from Diane from the West Midlands. I recently had a

:35:07.:35:12.

nightmare holiday on a a cruise liner. They lost my luggage on day

:35:12.:35:15.

one and all the clothes I had was the clothes I was wearing. I didn't

:35:15.:35:20.

receive my luggage until 11 days after I returned home. The company

:35:20.:35:25.

have offered me �150 towards the next cruise with them themselves,

:35:25.:35:29.

my holiday was a complete nightmare without my luggage and I want my

:35:29.:35:35.

money back. What should tkoeu? I do? She has complained and not

:35:35.:35:38.

happy with the response. Nightmare scenario, her cruise was ruined.

:35:38.:35:42.

She didn't have any clothes. That's a bad one, obviously. She needs to

:35:42.:35:46.

grab the attention of the company concerned. How do you do that? Come

:35:46.:35:54.

at them left of field. I have written letters in medieval style,

:35:54.:36:01.

blackmail style, all sorts of things. In this case I would try a

:36:01.:36:08.

low em-- poem. And I got a poem back. Will you write for Diane?

:36:08.:36:15.

will be delighted. Next, Helen from Wales and she has a issue.

:36:15.:36:19.

received a large number of text messages, but when I have had my

:36:19.:36:24.

bill they are service messages and I have been charged �280. I have

:36:25.:36:28.

complained to the phone company and to the people that sent these texts

:36:28.:36:33.

and nobody seems to want to help. The company behind them have

:36:33.:36:39.

offered me �125 as a goodwill gesture. It still leaves me �125

:36:39.:36:44.

out of pocket. What should I do to get my money? Unsolicited text

:36:44.:36:47.

messages, deeply annoying and very expensive. She's already gone down

:36:47.:36:55.

the route of getting in in touch with two different people.

:36:55.:36:58.

things, don't bother ringing, it's a strange thing with telephone

:36:58.:37:02.

companies, you can't get through. Silly that! Haven't they got enough

:37:02.:37:08.

phones? If the company is reputable they will respond pos toeufl --

:37:08.:37:12.

positively. Failing that, sue in the small claims court, it's there

:37:12.:37:16.

for ordinary people. There is a chance this could and serious fraud

:37:16.:37:19.

situation or similar situation. That's possible. You are saying

:37:19.:37:27.

take it as far as you can. Indeed. Thank you very much. Keep sending

:37:27.:37:30.

your problems in and we will get our complainer to give you the best

:37:30.:37:34.

advice he can and if you think the advice isn't up to the mark you can

:37:34.:37:37.

always complain to him, try a poem maybe.

:37:37.:37:43.

Are we a selfish and unhelpful nation? Stanley Johnson is on a

:37:43.:37:48.

mission to prove we are not with his hidden cameras. Will students

:37:48.:37:55.

in Leeds live up to the stereo type and not help a damsel in distress?

:37:55.:37:59.

The challenge is to see how many people will help Jennifer our

:37:59.:38:03.

actress load up her possessions into a removal van. She is going to

:38:03.:38:07.

ask them to become her own removal van men or women. To cover the

:38:07.:38:11.

action we have cameras hidden inside this bag, in the house, and

:38:11.:38:16.

inside the removal van. I will be watching this moving drama on a

:38:16.:38:21.

monitor from our specially blacked out van. It's a bit grim up north

:38:21.:38:26.

today. Windy, rainy and cold. Hardly the ideal conditions to stop

:38:26.:38:30.

busy students racing home to play on their PlayStations or, Heaven

:38:30.:38:34.

forbid, go to a lecture. Let's see how Jennifer gets on. Jennifer has

:38:34.:38:40.

been waiting ten minutes now. Excuse me, could ski a big favour.

:38:40.:38:45.

--. Could I ask a big favour. has her unsuspecting victim. Could

:38:45.:38:50.

you you help me get my sofa into the back of the van. He stopped

:38:50.:38:56.

without hesitation. It's a bit manky, sorry. It goes into the van,

:38:56.:39:02.

heavy sofa. Do you mind helping me with a box there? Next, two things

:39:02.:39:08.

we placed 50 feet down the road. Handle with care. Thank you so much.

:39:08.:39:12.

She's getting him back to do the chest of drawers now. I have ruined

:39:12.:39:16.

your afternoon. The van's nearly full. But little does the poor chap

:39:16.:39:20.

know his work is not over yet. have one more thing. Would you

:39:20.:39:30.
:39:30.:39:33.

mind? That's OK. Are you sure? OK. Apart from this chap, four other

:39:33.:39:37.

people were more than happy to help Jennifer load all the things into

:39:37.:39:40.

the the van. Although with one of them, it was touch and go whether

:39:40.:39:49.

they would ever get that sofa in. Left a bit, right a bit. Totally

:39:49.:39:57.

brilliant. Sofa, chest of drawer, book case, where will it end? Not

:39:57.:40:04.

there. Next, can she get any of our five Samaritans to wait while she

:40:04.:40:13.

goes back to the flat. Do you mind staying with it for two two ticks?

:40:13.:40:23.

Is that all right? We will be pushing them as far as we can. He

:40:23.:40:27.

is taking out his phone now. Sorry, dear, I am going to be late, is no

:40:27.:40:37.
:40:37.:40:39.

doubt what he is going to text. That's three minutes gone. Five

:40:39.:40:46.

minutes. Jennifer has yet to emerge. Eight.

:40:46.:40:53.

A certain amount of tkpwrupl tkpwrupl -- grumpiness is setting

:40:53.:40:58.

Nearly ten minutes have passed and not one of Jennifer's helpers has

:40:58.:41:03.

legged it. Time to put the poor chaps out of their misery. Well,

:41:03.:41:10.

not totally out of their misery. Thank you. There's one final big

:41:10.:41:16.

ask. Is there any chance you would come with me and help me at the

:41:16.:41:20.

other end, really quickly. She's literally, up Victoria Road. I have

:41:20.:41:24.

a deadline to hand in today and I need to print it off and take it

:41:24.:41:31.

back to uni. I could drop you off. Sorry, I have to go. OK. All right.

:41:31.:41:34.

Thanks anyway. Thank you for your help with this much. That's a very

:41:34.:41:41.

polite no. Essay crisis, no doubt. What about this chap? Thank you so

:41:41.:41:51.
:41:51.:41:52.

much. Yeah, I have one more ask. But it is a big one. Sorry. OK.

:41:52.:41:55.

dear. Looks like we have reached the limit of people's kindness.

:41:55.:42:00.

Thank you. Have a good day. Literally just whip us around, down

:42:00.:42:03.

to the end of Victoria Road. It's getting dark and this one also

:42:03.:42:11.

looks like a no. Sorry about that. OK, don't worry. But wait, hang on.

:42:11.:42:16.

She's not giving up that easily. would be really grateful if you

:42:16.:42:20.

could. How long will it take do you think? About five minutes. That

:42:20.:42:24.

will be fine. Are you sure? You are amazing, thank you. This is it.

:42:24.:42:29.

This is the jackpot. Well done, Leeds. Talk about moving, well, I

:42:29.:42:35.

am moved too. Another two people also went the

:42:35.:42:41.

extra mile. What this afternoon shows is people

:42:41.:42:45.

really will go out of their way to help. Moving is thirsty work, I am

:42:45.:42:50.

going to drink my tea and leave these guys to clear up.

:42:50.:42:56.

APPLAUSE. Stanley, so far so good, very good

:42:56.:43:00.

joke. Enjoyed that. You used your technique again of using young

:43:00.:43:04.

ladies to good effect, rather than asking yourself. Are we happy with

:43:04.:43:06.

the students of tomorrow, is Britain going to be a bright and

:43:07.:43:10.

cuddly place? I was worried when I set off for Leeds. I was worried so

:43:10.:43:14.

I thought these students, are they going to be helpful? They're going

:43:14.:43:18.

to be much too busy, they might even be studying, I thought. If

:43:18.:43:22.

they're not partying they're going to be revolting, revolting against

:43:22.:43:32.
:43:32.:43:34.

the savage cuts. But they just came up - they played a brilliant game.

:43:34.:43:41.

Not only as it were they helped her - helped her drawers, sorry. Let's

:43:41.:43:46.

move on. Helped the drawers into the van. They got her drawers into

:43:46.:43:49.

the van. Let's move away from drawers, Stanley. On the other

:43:49.:43:52.

subject, are you much of a complainer yourself? I never

:43:52.:43:57.

complain. My view of life is, I am being serious now, we have it so

:43:57.:44:01.

easy in this country. I spend a lot of time travelling around the world

:44:01.:44:05.

seeing people almost have nothing to eat. Why should we complain?

:44:05.:44:10.

What are you up to next week? topical event, we are going to

:44:10.:44:13.

Bradford and we are going to have a festive event and I want to tell

:44:13.:44:18.

you something... We haven't time, Stanley. Our little lady Jennifer

:44:18.:44:23.

is going to get her claws into Santa. That should be interesting.

:44:23.:44:30.

Can't wait to see what happens. APPLAUSE.

:44:30.:44:34.

He is priceless. Now, earlier the lovely Larry Lamb had the job of

:44:34.:44:39.

trying to persuade to you pay more for your fuel to bring back the

:44:39.:44:44.

petrol pump attendant. For now, the vote is closed. Please don't vote

:44:44.:44:51.

any more as you will be charged but your your vote won't count. Now

:44:51.:44:54.

it's been a busy week here on That's Britain, and here is sa

:44:54.:44:58.

roundup of what's been happening with your host Nick Knowles. Thank

:44:58.:45:01.

you very much. Ever wondered what really makes us happy? You need

:45:01.:45:05.

wonder no more, a new survey commissioned by the Government can

:45:05.:45:07.

answer the question. After exhaustive research they've

:45:07.:45:11.

discovered we are all happier if, wait for it, we have a job, good

:45:11.:45:15.

health and cash in our pocket. But you might be less happy when you

:45:15.:45:18.

discover how tfp costs them and therefore to us come up with this

:45:18.:45:23.

startling revelation, over the next four years the survey will cost �2

:45:24.:45:26.

million. A Government spokesman told us the survey helps us make

:45:26.:45:30.

sure decisions on policy and spending are made in a balanced way

:45:30.:45:34.

but will help people with the big decisions about their own lives.

:45:34.:45:43.

Finely, -- -- in scenes reminiscent of a heist movie tworbgs women were

:45:43.:45:47.

caught on CCTV loading their car with �400 worth of booze stole

:45:47.:45:52.

tprpb a supermarket. They made to make their escape. The plan was

:45:52.:45:56.

full-proof with one exception, they forgot to put petrol in their car.

:45:56.:46:01.

So they enlisted an innocent passer-by to help push the car full

:46:01.:46:05.

of stolen booze to the petrol station where they made their

:46:05.:46:08.

escape, unaware it had been caught on camera. The dozy thieves were

:46:08.:46:12.

caught and prosecuted after after trying to steal more booze from

:46:12.:46:16.

another supermarket. That's the news from around That's Britain.

:46:16.:46:26.
:46:26.:46:26.

You might think fly-tipping is where people dump their rubbish

:46:27.:46:31.

everywhere apart from the bin. But in parts of the country leaving

:46:31.:46:37.

your rubbish out on the wrong day is fly-tipping. But there are

:46:37.:46:43.

environmental enforcement officers. In Preston in North West England,

:46:43.:46:47.

Gary and Paul have been called to deal with a problem at one of their

:46:48.:46:53.

recycling sites. Welcome to our world. Good God. The bins are

:46:53.:46:58.

nowhere near full, but people have dumped bags of rubbish on the floor.

:46:58.:47:03.

It's a very hard process I know. We're asking a lot. But, no, they'd

:47:03.:47:07.

sooner dump it on the floor and get a council officer to come along and

:47:07.:47:13.

do exactly what they could do in seconds, put it in the bin. Fair

:47:13.:47:18.

play to them, they've tied it up in more sons bags, well done. We'll

:47:18.:47:22.

give you a point for that. But then it's the old, what shall I do with

:47:22.:47:27.

that? Shall I put it in a bin or go to the recycling site and throw it

:47:27.:47:33.

on the pavement? I'll do that. used nappy is not recyclable.

:47:33.:47:40.

Neither are pizzas, chicken legs, sa mosas and old tellies. If we can

:47:40.:47:46.

find any addresss in this lot, we will per sue them. They will get a

:47:46.:47:51.

fixed penalty ticket. We will not put up with this. We have birthday

:47:51.:47:57.

cards there. We have bags and bags of cans. We've got takeaway pizzas.

:47:57.:48:01.

This is possibly somebody who has just celebrated a birthday. He has

:48:01.:48:05.

a good time on his birthday. It's my birthday today and I end up

:48:05.:48:13.

going through bags of (BLEEP). finds evidence on a wrapper. They

:48:13.:48:18.

are leaving all their details. There you go. I'll have that.

:48:18.:48:21.

Even someone who has gone to the trouble of shredding their

:48:21.:48:26.

documents isn't beyond the long arm of the law. We'll keep that one for

:48:26.:48:29.

evidence. This affects people's lives to. Get hold of these people

:48:29.:48:35.

and make them pay for it, nothing better.

:48:35.:48:38.

Before they can get hold of anyone, they have to work through the

:48:38.:48:44.

evidence they have. I do love jigsaws, especially when there's

:48:44.:48:49.

the potential of sending somebody a love letter, giving the

:48:49.:48:53.

opportunities to pay a little fine. Paul is piecing together a letter

:48:53.:48:58.

found at the dump in the hope that he will hit the jackpot with a name

:48:59.:49:02.

and address. It is what you call doged determination. But will it

:49:03.:49:06.

bring results? Fplgts the one little bit of paper that I need to

:49:06.:49:11.

complete the jigsaw is missing. That's the bit with his address on.

:49:11.:49:15.

He lives to dump another day I suppose. Undeterred he moves onto

:49:15.:49:22.

another suspect's rubbish and even more intricate puzzle. Now for the

:49:22.:49:25.

huge jigsaw. I need to patiently go through these to find anything that

:49:25.:49:33.

might give us a clue. persistence pays off. Now I've got

:49:33.:49:37.

first name, surname and an address. Important news about changes to

:49:37.:49:40.

your account. Yeah they'll be getting some important news from me

:49:40.:49:48.

shortly. They will have an �80 fine coming. Armed with a name and

:49:48.:49:54.

address, Paul heads out to confront the suspect. Good afternoon, could

:49:54.:50:00.

it be Mr Davis. That's right. That's a picture... Oh, well it

:50:00.:50:04.

were all fastened up. I've unfastened the bag to see what's in

:50:04.:50:08.

it. That's the first time I've ever put anything there actually. We are

:50:08.:50:13.

investigating that as an overall complaint of fly-tipping. Oh, right.

:50:13.:50:18.

And you're part of the problem. Sorry. The probltd is that we have

:50:18.:50:21.

to consider whether or not you should get a fixed penalty ticket.

:50:21.:50:25.

Sorry about that. He saw the rest of the bag there's and thought well,

:50:25.:50:30.

everybody else is dumping, so why shouldn't I. If you put stuff there

:50:30.:50:35.

tidily, there should be no problem. It's a bit much when the council

:50:35.:50:41.

comes round knocking at your door. Even hard-nosed Paul has a pang of

:50:41.:50:45.

conscience about issuing a ticket to the pensioner. This man may not

:50:45.:50:49.

have dumped chicken legs and pizzas on the floor of the recycling point,

:50:49.:50:54.

but leaving shredded paper there is still technically an offence.

:50:54.:50:59.

try to balance things and think well, should I let him off with a

:51:00.:51:02.

warning. In this instance, it's highly likely that the decision

:51:02.:51:07.

will be that he gets a fixed penalty ticket. In fact, you'll be

:51:07.:51:11.

pleased to hear that the pensioner you saw there was not fined. But

:51:12.:51:17.

you might be appalled to hear he was given an official caution. It

:51:17.:51:20.

seems to be heavy handed when he's packaged up his rubbish, taken it

:51:20.:51:24.

down to the place and the only reason he didn't put it in, is that

:51:24.:51:28.

he was worried it would blow away. Yet they've cautioned him. They had

:51:29.:51:33.

to make a judgment call, and that was not to fine him, warn him

:51:34.:51:39.

instead. Our bin cops might be on borrowed time. This looks like a

:51:39.:51:46.

speed camera, but it's an ought mauted -- automated anti-fly-

:51:46.:51:49.

tipping device. Imagine I'm going to be a fly-tipper here and

:51:49.:51:55.

demonstrate. I'm going to illegally dump rubbish. That's handy. What

:51:55.:52:00.

happens is you're strolling along when all of a sudden... Stop, if

:52:01.:52:05.

you are fly-tipping or committing any other illegal act, your photo

:52:05.:52:09.

has been taken and will be used to prosecute you. Leave this area now.

:52:09.:52:15.

LAUGHTER It really is very aggressive. If my

:52:15.:52:20.

mum before she passed on, had walked past that, would it would

:52:20.:52:25.

have scared the day lights out of her. It will store your picture,

:52:25.:52:29.

even if you're innocently walking past it. We have so much CCTV

:52:29.:52:33.

already, and I'm afraid that the expansion of CCTV hasn't been

:52:33.:52:35.

covered by legislation, what is that going to be used for. When you

:52:35.:52:40.

ask people in this country, they feel safer than anywhere else

:52:40.:52:44.

almost in the world because of the number of cameras. The other thing

:52:44.:52:49.

to remember is fly-tipping is a massive problem. It costs �100

:52:49.:52:53.

million a year. If you don't know what this is used for, ten years

:52:53.:53:01.

down the line, oh, you haven't paid your tax bill. Oh, by the way, this

:53:01.:53:08.

is the second time you're into this cake shop. Britain was one of the

:53:08.:53:10.

first countries in the world to supply its population with clean

:53:10.:53:15.

drinking water from the tap, all the way back in the 19th century.

:53:15.:53:21.

With reservoirs getting empty year on year it's a tough job keeping us

:53:21.:53:25.

all watered. Meet another hidden hero, the man whose job it is

:53:25.:53:29.

literally to turn on the water works. Dave Reynolds supplies 2.6

:53:29.:53:35.

billion litres of drinking water to nine million people every day.

:53:35.:53:38.

an extremely satisfying job. I've always been interested in water.

:53:38.:53:42.

I'm a fisherman at heart. I spent most of my childhood sitting by a

:53:43.:53:48.

river. Moving to the water industry was just what I wanted to do.

:53:48.:53:52.

is a water quality manager for South East England. He makes sure

:53:52.:53:58.

that the drinking water we take for granted is 100% safe. What we do is

:53:58.:54:01.

one of the greatest advances in public health. Our customers can

:54:01.:54:04.

trust their water supply not to make them ill. 147 years ago that

:54:04.:54:09.

wasn't the case. -- 100 years ago that waents the

:54:09.:54:14.

case. Dave and his team test two million water samples every year.

:54:14.:54:17.

They're looking for dangerous bugs or kaemicals that may contaminate

:54:17.:54:22.

the water supply. There are 100 people doing critical work here.

:54:22.:54:28.

Today's job is to ensure there are no bacteria in the samples. I've

:54:28.:54:32.

just added food for bacteria to grow on. I'm mixing it up. The next

:54:32.:54:36.

stage will be to put it in an incubator to allow the bugs to grow

:54:36.:54:41.

if they are there. I find this quite exciting, because I am a

:54:41.:54:45.

scientist at heart. So actually seeing science put into practice is

:54:45.:54:49.

something I really enjoy. As you can see, all of these customer

:54:49.:54:53.

samples have no colour change in them, so have no bugs in them.

:54:53.:54:57.

another successful day at work for Dave. It's really pleasing going

:54:57.:55:01.

home at night to know we've done a good job, but nobody's really

:55:01.:55:05.

thinking about us and we're doing it in the background. Keeping

:55:05.:55:08.

millions of people supplied with safe drinking water is what makes

:55:08.:55:16.

Dave a true hidden hero. APPLAUSE

:55:16.:55:22.

I have to say, I've travelled with Comic Relief and you as well, where

:55:23.:55:29.

there isn't fresh water. The illness... We take it for granted.

:55:29.:55:32.

It is an extraordinary thing to have clean water. Earlier we asked

:55:32.:55:37.

whether you'd pay an extra 4p a litre of fuel to bring back the

:55:37.:55:42.

petrol pump attendant. Tough one this. Do you think you've pull

:55:42.:55:47.

today off? No way! Well the votes are in, so let's see if you are

:55:47.:55:51.

prepared to bring back the petrol pump attendant, has Larry done us

:55:51.:56:01.
:56:01.:56:01.

You were talking too much, love. know, that's what it was.

:56:01.:56:04.

Officially we have to say you are the first person not to pull that O

:56:04.:56:08.

you were up begins it. It's the cash isn't it. That's it. It's the

:56:08.:56:12.

cash. It's the cash that counts. all like someone to chat to at the

:56:12.:56:15.

station, but it's not going to happen here. Thank you Larry.

:56:15.:56:19.

Thanks to everyone who voted. Thank you so much to the wonderful Larry

:56:19.:56:21.

Lamb. APPLAUSE

:56:21.:56:27.

Next week, Angela Rippon will champion her own personal bring

:56:27.:56:30.

back passion. Now to see how the word wall has changed from the

:56:30.:56:35.

beginning of the show. You e-mail us with what's ticking you off and

:56:35.:56:40.

we turn your moans into a grumble pudding. This was earlier. There we

:56:40.:56:46.

go. Earlier it was wind turbines, petrol prices, parking charges.

:56:46.:56:51.

Now? Since you've been inundating us, let's see what the change is.

:56:51.:56:55.

In the middle, hospital parking charges. Interesting, the

:56:56.:56:59.

Government says today if hospital parking charges were to be scrap

:56:59.:57:02.

today would cost an extra �100 million. Where would that come

:57:02.:57:12.
:57:12.:57:16.

from? Cold calling is a worry. The amount of cold calling that goes on,

:57:16.:57:20.

you can understand why that's appeared. Car insurance is

:57:20.:57:24.

something else reappearing. Interesting stat about that. It

:57:24.:57:29.

costs -- costs are up 40% now. But crashes caused by injury are down

:57:29.:57:32.

30%. Possibly because of the amount of cold calling from people saying

:57:32.:57:38.

"Would you like to make a claim" Which is putting up claims. What

:57:38.:57:42.

else, customer services. You know, what I think we have to call it a

:57:42.:57:46.

day. Very interesting stuff though. That is it tonight. Keep sending

:57:46.:57:50.

your grumbles to the word wall. It changes every day. See if you can

:57:50.:57:53.

make your bug bear onto the show. We're back at the same time next

:57:53.:57:57.

week for our final show. Thank you to everyone for getting in touch.

:57:57.:58:00.

Thank you for your stories and e- mails. If you've had bads customer

:58:00.:58:06.

service and don't know how to get satisfaction, send us your problem.

:58:06.:58:11.

Go to the website. Thanks to our complainer who managed to finish

:58:11.:58:17.

his poem for our viewer Diane. Diane Jasper is sending the poem to

:58:17.:58:20.

That's Britain is a warm-hearted studio show about the things in modern life that drive us round the bend - from queues to fuel costs, and from airport check-ins to fly tipping. Presented by Nick Knowles and Julia Bradbury, the show reveals how Britain works and attempts to make life a little better for everyone in the UK - or at least have fun trying.

In this epsiode, Grainne Seoige tackles hospital car park charges, Ade Edmondson follows the journey of a letter across the UK, Larry Lamb tries to bring back petrol pump attendants and Stanley Johnson highlights the amazing public spirit of the British with a hidden camera experiment. We also try to find the worst queue in Britain and celebrate the hidden heroes doing the jobs that keep Britain ticking.