:00:20. > :00:23.APPLAUSE Council woes, speed cameras, noisy
:00:23. > :00:27.neighbours, That's Britain. Hidden heros and Samaritans, that
:00:27. > :00:31.is Britain too. This is the show that explores the
:00:31. > :00:34.madness of every day life, looking at the bad and marvelling at the
:00:34. > :00:42.good. On tonight's show, heat or eat,
:00:42. > :00:46.Grainne Seoige tackles the growing problem of fuel poverty.
:00:46. > :00:50.Our insider, Ade Edmond, reveals the year-long operation that
:00:50. > :00:55.delivers Christmas dinner. Personally I love them, that is why
:00:55. > :00:58.I have so few friends. Angela Rippon fights to put humans back on
:00:58. > :01:04.the other end of the phone. Name and shame, the bin cops bring
:01:05. > :01:11.out the big guns to tackle litter louts. Sat next to the man with the
:01:11. > :01:18.stripey jumper, can you pick up your cigarette end, please.
:01:18. > :01:23.Let's find out what is getting stuck in your craw this week. Your
:01:23. > :01:28.e-mails asks your gripe, the more you mail it the more it shows up on
:01:28. > :01:33.the wall, if it shows up it means more of you have sent it.
:01:33. > :01:36.This is what is driving you up the wall this week. You won't be happy
:01:36. > :01:39.with that. I think with all the things to
:01:39. > :01:46.worry about in Britain at the moment, wind turbines is the gripe.
:01:46. > :01:51.Really, what is wrong with people. Here is one for you Julia, a lot of
:01:51. > :01:55.people are worried about ramblers, Steve says they walk around the
:01:55. > :02:00.countryside getting in every one's way, they go out for a moan and see
:02:00. > :02:06.how many people they can upset. Correct me if I'm wrong, aren't you
:02:06. > :02:10.the President of the Ramblers Association? It is not the case.
:02:10. > :02:15.I'm very surprised it is the truth most people are moany. Walking is
:02:15. > :02:22.proved to be very good for you, your emotional and mental well
:02:22. > :02:27.being. Most people don't get enough exercise, the we help people get
:02:27. > :02:31.out there. They are not complaining about rambling, but ramblers.
:02:31. > :02:37.People want the whole countryside to themselves. Are they talking
:02:37. > :02:40.about ramblers and their manners when they put it up there. We have
:02:40. > :02:44.an e-mail that asks what has happened to please and thank you
:02:44. > :02:47.and holding the door open for other people to pass through. In my
:02:47. > :02:52.experience it is young women who appear to be the worst offenders s
:02:52. > :03:00.that true? I'm not sure it is young women, there is a general feeling
:03:00. > :03:06.that manners have slipped away. manners are a growing menace a208
:03:06. > :03:10.survey showed -- a 2008 survey, showed most of us think it is the
:03:11. > :03:15.biggest problem facing society. auntie said manners make the man.
:03:15. > :03:19.It is something you can do easily, being kind to somebody, it is an
:03:19. > :03:23.easy way of improving things. think if you respect young people
:03:23. > :03:26.they respect you back. One topic we have seen on the word wall is cold
:03:26. > :03:31.calling. According it a recent survey, three quarters of us want
:03:31. > :03:35.it banned. We hit the streets of Manchester to find out why. I say
:03:35. > :03:39.no thank you and put the phone down as quick as I can. Cold calling is
:03:39. > :03:43.definitely out. It is a no-go. are only doing their job, you know
:03:43. > :03:48.they will be sat in a call centre being paid nothing to do it, it is
:03:48. > :03:56.just the annoying thing is they have some how got my details.
:03:56. > :03:59.to be polite as much as I K asay don't call me -- I say don't call
:03:59. > :04:03.me again. It is massive intrusion people passing on my number and not
:04:03. > :04:07.telling me, and God only knows who has my number. You may not know
:04:07. > :04:11.this, on average we get six cold call as month. I probably. Do you
:04:11. > :04:14.can stop those calls with a scheme called the telephone preference
:04:14. > :04:17.service, which blocked UK-based cold calls. This is interesting,
:04:17. > :04:21.you could make a note of it, you can register your phone number with
:04:21. > :04:24.the scheme, it takes about 28 days to take effect. If you still get
:04:24. > :04:28.cold called after, that the company's actually breaking the law.
:04:28. > :04:33.Make a note of their details and you can report them. All the info
:04:33. > :04:36.you need is on the website. We are going to update the wall
:04:37. > :04:41.later in the show. Tonight we are giving it faesive theme. It play be
:04:41. > :04:50.a time of -- festive theme, it maybe a time of good will to all
:04:50. > :04:54.men. Let's face it, there are some things about Christmas that make us
:04:54. > :04:58.ba-humbug? I love Chris marks and there are things in the office --
:04:58. > :05:05.Christmas, and there are things that people don't like. The
:05:05. > :05:10.Christmas ad, inlaws. Not so sure? Your inlaws? No, laugh you. Please
:05:10. > :05:14.put your gripe in the title of the e-mail, it won't make it on to the
:05:14. > :05:21.wall. Keep the Christmas grumbles coming in by going to the website
:05:21. > :05:25.below. Of course, you can join in with
:05:25. > :05:30.everything else that we are talking about by tweeting us at BBC That's
:05:30. > :05:35.Britain, or going to the Facebook page as well.
:05:35. > :05:40.Ade Edmond's our insider, he has been slipping inside the system
:05:40. > :05:44.that keeps Britain ticking to see how it works. Ade where have you
:05:44. > :05:54.been rooting and rumaging. As you know I like slipping inside the
:05:54. > :05:56.
:05:56. > :05:59.system. You're a bit younger than me, I know people will find that
:05:59. > :06:02.hard to believe. I can remember a time when you go to the supermarket
:06:02. > :06:07.and it would actually have run out of things. You would have empty
:06:07. > :06:11.shelves, especially around Christmas. I'm a man who likes his
:06:11. > :06:21.food, I don't like taking chance, I went to see how the supermarkets
:06:21. > :06:30.make sure we get all the sprouts we need on Christmas day.
:06:30. > :06:35.Chris marks my favourite time of year, the -- -- Christmas, my
:06:35. > :06:38.favourite time of year, the Queen, Christmas puddings, but why does
:06:38. > :06:42.everyone want to do their Christmas shopping at the same time as me.
:06:42. > :06:46.Come on, out the way. Yes, it is the busiest time of year
:06:46. > :06:53.in the supermarket. Last December we spent nearly �3 billion a week
:06:53. > :06:58.on food. In the old days you would need to
:06:58. > :07:04.shop well in advance, but with so much stack raeing stacking you can
:07:04. > :07:14.now leave -- stacking and restacking you can now leave it
:07:14. > :07:15.
:07:15. > :07:21.until Christmas Eve. How do the elves make sure you can do that.
:07:21. > :07:27.The story starts here at a gigantic warehouse in Essex, the size of
:07:27. > :07:31.four football pitches. In the week before Christmas, their depots
:07:31. > :07:35.handle more than nine million cases. I'm going behind the scenes to
:07:35. > :07:39.witness this extraordinary challenge. This is the place why
:07:39. > :07:42.your turkey, your cranberries, your Brussels and potatoes meet up for
:07:42. > :07:49.the very first time before ending up on your plate. Hello Brussels,
:07:49. > :07:56.hello turkey, looking forward to the big day? Not really, no, my
:07:56. > :08:00.performance last year was a bit dry. At least you get to eat, all the
:08:00. > :08:04.kids left me on the side of the plate.
:08:04. > :08:08.For supermarket strategists like Kate, this is where the year begins
:08:08. > :08:11.as well as ends. How do you go about forecasting how
:08:11. > :08:15.much stuff you need? We have already started for next Christmas.
:08:15. > :08:23.We plan at least a year in advance. We will use this year's Christmas
:08:23. > :08:31.volumes as a guide, we look Atticus tomorrow mer food trends, what --
:08:31. > :08:41.we look at customer needs. How many Brussels proudzsprouts will you
:08:41. > :08:45.
:08:45. > :08:55.sell? We will sell 520 tonnes of Brussels sprouts. Potatos? Turkeys?
:08:55. > :08:56.
:08:56. > :09:00.176,000 fresh and frozen British turkeys. That is a lot of food.
:09:00. > :09:05.What gets ordered by the supermarket first? Brussels sprouts,
:09:05. > :09:09.the vegtable that de divides the nation, personally I love them,
:09:09. > :09:15.that is probably why I have so few friends. During the Christmas
:09:15. > :09:21.period we eat 300 million of them. No wonder we are having trouble
:09:21. > :09:27.with greenhouse emissions! Like most of your Christmas dinner,
:09:27. > :09:31.produce the sprout is an incredible technological feat. It is like an
:09:31. > :09:34.army of sprouts. Farmer, George Reid sells almost a
:09:34. > :09:38.third of his entire sprout crop in the fortnight before Christmas,
:09:38. > :09:44.which means a fair bit of planning. Because the lazy old sprout takes
:09:44. > :09:47.ten months to grow. These are already seeded for next year. These
:09:48. > :09:52.we planted in the spring. Do you have dangers within the growing of
:09:52. > :09:56.them, where you can get failure, and our Christmas could be ruined?
:09:56. > :10:00.As long as we don't get a really bad freeze up, like we did last
:10:01. > :10:05.winter with minus tens and snow, as long as we don't get that again, we
:10:05. > :10:14.should have a good Christmas run for sprouts.
:10:14. > :10:17.Now supermarkets also need to spot new food trends. Can breeze.
:10:17. > :10:21.Canbury sauce may seem as British as Queen Vicoria, but it is
:10:21. > :10:25.actually from North America. We still get most of our's from there
:10:25. > :10:32.today. But ironically, it was Queen Vicoria who popularised the side
:10:32. > :10:37.dish to go with it. Turkey.
:10:37. > :10:42.We eat an astonishing ten million turkeys every Christmas day. Not
:10:42. > :10:46.each, obviously. Although actually, by the time Great Escape comes on
:10:46. > :10:50.the tele, it often feels that way. Turkeys take only four to five
:10:50. > :10:55.months to grow, nearly twice as fast as a sprout. They hatch around
:10:55. > :10:59.the end of July. The fresh ones will only arrive in store a few
:10:59. > :11:02.days before Christmas. Right now, I'm going to have to make do with a
:11:02. > :11:08.duck. That's everything ordered, let's
:11:08. > :11:11.fast forward to the fortnight before Christmas. Normally when you
:11:11. > :11:15.think of people picking vegtables, you expect human beings in the
:11:15. > :11:18.field, chopping things down by hand. Here they have an extraordinary
:11:18. > :11:21.machine. This is the sharp end of sprout
:11:22. > :11:26.harvesting technology. The four people sitting on the back guide
:11:26. > :11:30.these fiercesome looking blades with their feet, and feed the
:11:30. > :11:35.stalks into the machine. Amazingly it take as photograph of every
:11:35. > :11:42.single sprout to weed out any bad ones. So, I have my sprouts, my
:11:42. > :11:46.turkey, can breeze, hang on, I have forgotten -- cranberries, I have
:11:46. > :11:51.forgotten something, potatoes, stupid potatoes. Potatoes are
:11:51. > :11:58.amongst the earliest of the Christmas vegtables to be harvested.
:11:58. > :12:04.Huge steel monsters spit out a precise quantity with the pact
:12:04. > :12:08.packets -- packets with the supermarket logo on it. These spudz
:12:08. > :12:13.were grown in Cambridgeshire. It is now dash to get to the warehouse in
:12:13. > :12:20.Essex. Our supermarket takes delivery of 56,000 orders in three
:12:20. > :12:24.weeks. We're about two weeks after the
:12:24. > :12:29.Christmas week, does it just go mad? It goes absolutely crazy.
:12:29. > :12:32.if they haven't got enough stock, this entire process, from
:12:32. > :12:38.harvesting, to depot, to supermarket shelf, can be managed
:12:38. > :12:42.in as little as three days. That is just as well, as the shops
:12:42. > :12:45.won't know if they got the predictions right until Christmas
:12:45. > :12:48.week itself. So remember, the next time you leave your Christmas food
:12:48. > :12:54.shop to the last minute, loads of people have been working for nearly
:12:54. > :12:58.a whole year to make sure you have a brilliant Christmas dinner. Hang
:12:58. > :13:08.on, I don't think I have enough sprouts, back up, back up. Happy
:13:08. > :13:11.
:13:11. > :13:17.Christmas, peace and good will to all men, blah blah blah.
:13:17. > :13:22.Some of that was strange and amazing, you don't think about it.
:13:22. > :13:27.The most amazing thing was the sprout machine, it costs �200,000.
:13:27. > :13:32.I want one dad! You don't want one. It is incredible they photograph
:13:32. > :13:37.every sprout, what happens to all of the vegtables that doesn't pass
:13:37. > :13:41.the beauty contest. At the farm I went to, the food chain ends up in
:13:41. > :13:46.the digester, which makes electricity, sprouts, methane,
:13:46. > :13:49.power, it all makes sense. happy the methane is happening
:13:49. > :13:56.there and not around the tree or the table. What happens to the poor
:13:56. > :14:01.bits of vegtables that aren't good enough to become electricity.
:14:01. > :14:05.two are very sad. There are sad vegtables out there, there is this
:14:05. > :14:13.unbelievable fact, I had this rechecked, I couldn't believe it,
:14:13. > :14:18.280 kilos per person, per year, of fresh food and fruit and vegtable
:14:18. > :14:23.goes to waste before it gets to the shop. I couldn't eat that a year.
:14:23. > :14:26.Are they ploughed back into the land. Thrown into landfill.
:14:26. > :14:32.Especially when you think about so many people struggling to make ends
:14:33. > :14:37.meet. There is a charity called Fairshare that did 8.6 million
:14:37. > :14:42.meals last year from food that was thrown away by shops. How many?
:14:42. > :14:46.kilos per person. Imagine the number of people around the world
:14:46. > :14:50.you could feed if you could get that food to them. Stay with us, we
:14:50. > :14:57.have one more bit of judging we would like you to do. It is not
:14:57. > :15:02.sprouts or funny-shaped vegtables. No, we asked you to send in the
:15:02. > :15:12.most confusing signs in Britain. This is the rogue's GALry, spot why
:15:12. > :15:43.
:15:43. > :15:49.This is the rogue's GALry, spot why There is fantastic ones there.
:15:49. > :15:54.like the secret nuclear bunker, this way!
:15:54. > :15:59.Ade we are going to give you the honour of picking the winner.
:15:59. > :16:04.I have picked a winner and runner- up. Trust you. That is the one
:16:04. > :16:10.outside Swindon, the one called the Magic Roundabout, I tour a lot, the
:16:10. > :16:13.driver of my tour bus says whenever we approach this, he says, it is so
:16:13. > :16:18.confusing you put your foot down and hope for the best. That is why
:16:18. > :16:24.when I play Swindon I take a spare pair of underpants.
:16:24. > :16:28.The winner, I'm going to have press you. There can only be one winner,
:16:28. > :16:33.it is this one. My hope is it is an international
:16:33. > :16:37.border and on one country they go on the left and the other on the
:16:37. > :16:40.right. Nominated by Brenda Hider, taken on holiday in Scotland.
:16:40. > :16:44.Congratulations, Ade will send the trophy to you. All the authorities
:16:44. > :16:48.responsible for the signs, please don't ever fix them or take them
:16:48. > :16:54.down, the world would be a much duller place without them. Thank
:16:54. > :16:59.you to Ade Edmondson, our judge and insider.
:17:00. > :17:04.When was the last time you tried to book a ticket or speak to bank and
:17:04. > :17:09.as a human being, and then a human being answered the phone to you. It
:17:09. > :17:13.seems the rise of the machine sun stoppable. One person who thinks so
:17:13. > :17:16.is Angela Rippon, she's leading the fightback.
:17:16. > :17:21.I really do love going to the cinema, you have the widescreen,
:17:21. > :17:24.the comfy seats, great performances and movies, I love the whole
:17:24. > :17:33.experience. Apart from one thing. This is what happens when I ring
:17:33. > :17:38.for a ticket. Welcome to cinema line. A computer,
:17:38. > :17:44.it will cost me 10p every minute I'm on the phone. Which cinema line
:17:44. > :17:50.are you calling from. London? Please be more specific.
:17:50. > :17:54.Kensington? Did you say Manchester. I said Kensington? Did you mean,
:17:54. > :18:01.Kensington. Yes, I z I said Kensington. You are through to the
:18:01. > :18:08.cinema in Kensington. There are 19 films currently showing. 19 films,
:18:08. > :18:18.currently showing. Please choose from the following films. Tinker,
:18:18. > :18:23.Taylor Soldier Spy. That will do. Did you mean the film Berlin fill
:18:23. > :18:29.harmonica Live. I don't think I said anything like, that said
:18:29. > :18:33.Tinker, Taylor Soldier Spy. I don't think in my entire career I have
:18:33. > :18:38.been known for speaking anything but clearly. I want to speak to a
:18:38. > :18:46.human being. How do you feel about t do you get upset with the
:18:46. > :18:50.automated telephone lines. 80% of cinema chains have replaced old
:18:50. > :18:55.fashioned humans with computers. The idea is, there is no queue, and
:18:55. > :18:58.you can book your ticket at any time. Last year we bought a 169
:18:59. > :19:03.million cinema tickets. They claim it is a win-win situation. Is it
:19:03. > :19:07.really. The Broadway Cinema in Hertfordshire have agreed to turn
:19:07. > :19:13.back the clock for a day, and make ticket booking a human activity, to
:19:13. > :19:16.see if it works. I have volunteered to take on the job. Hi Oliver. I'm
:19:17. > :19:22.ready for work. After a quick lesson on the
:19:22. > :19:30.computer and the booking system. Do I click on to that before I click
:19:30. > :19:40.on to that. Hello Broadway Cinemas Angela speaking. We have Crazy
:19:40. > :19:41.
:19:41. > :19:46.Stupid Love. The Dead. Hello, Broadway Cinema.
:19:46. > :19:50.Getting the hang of this! A satisfied customer, just proving
:19:50. > :19:54.what I said, somebody there who would, Emma, who would much rather
:19:54. > :19:58.talk to a person rather than a machine, one up to me. As well as
:19:58. > :20:03.manning the phone lines, I got a chance to quiz people buying or
:20:03. > :20:12.collecting tickets over the counter. 11 tickets for the kids' club.
:20:12. > :20:16.When? On Saturday. New career? Absolutely, yes. Would you prefer
:20:16. > :20:23.to book the tickets on the telephone or the computer? Why is
:20:23. > :20:31.that? For the personal service. don't get that from a computer.
:20:31. > :20:34.Tinker, Soldier Sailor Spy. Why are you doing this. Can I ask you a
:20:34. > :20:38.question, when you book on the telephone, would you rather have a
:20:38. > :20:44.human being on the end. I would want you on the end. A human being.
:20:44. > :20:47.Which do you prefer? Human being. Every time? Yes. If it meant you
:20:47. > :20:54.had to pay a little bit more to talk to a person? No, I like
:20:54. > :21:00.talking to somebody. Enjoy the film, you brought your own cushion I see!
:21:00. > :21:07.Having sold sold them their tickets and get them seated. It is time to
:21:07. > :21:11.finish off with a refreshment run. I don't care if I look smug,
:21:11. > :21:16.because I told you so. Not one single person that I spoke to,
:21:16. > :21:19.either on the telephone, or who came to the desk said they wanted
:21:19. > :21:23.an automated telephone system. Several of them even said they
:21:23. > :21:27.wouldn't mind paying a bit extra for the cinema ticket if it meant
:21:27. > :21:35.they could talk to a human rather than a computer. As far as I'm
:21:35. > :21:38.concerned, I rest my case. Here to make her case in person,
:21:38. > :21:42.please welcome the wonderful, Angela Rippon. What makes you think,
:21:42. > :21:46.in this current day and age, where people are so strapped for cash,
:21:46. > :21:49.they will pay an extra 50p just to have someone on the end of the
:21:49. > :21:53.line? That is such a spurious argument from the cinema companies.
:21:53. > :21:57.We already, if you go on the telephone, you can be on the phone
:21:57. > :22:02.for at least three if not four minutes by the time they repeat
:22:02. > :22:06.everything time after time, you are already paying 30p, 40p, then they
:22:06. > :22:10.charge you a booking fee and for using your credit card, you are
:22:10. > :22:15.already paying more than 50p as a premium to do it on the telephone.
:22:15. > :22:19.It is a stupid excuse for doing that. It really is. I have to say
:22:19. > :22:24.that 50p, we asked somebody to research it for us and come up with
:22:24. > :22:29.how much it would cost on top, your theory is we shouldn't be paying it
:22:29. > :22:34.at all? They can more than afford T the three major cinema companies in
:22:34. > :22:40.this country make in excess of �automillion profit each every
:22:40. > :22:44.single year. They -- �50 million profit each every single year. They
:22:44. > :22:48.can afford to put someone on there. It is banks and utilities, they all
:22:48. > :22:54.do it. Does it matter? I think it does. If you talk to people and ask
:22:54. > :22:57.them their two biggest gripes as consumers, top of the list is poor
:22:57. > :23:01.customer service, and those multichoice telephone systems. If
:23:01. > :23:04.you go toson some of the very large retail stores, you will find they
:23:04. > :23:08.don't do this. You phone and you have a person who answers your
:23:08. > :23:13.query immediately. And then puts you through to another human being,
:23:13. > :23:20.and if you look what we had today the unploilt figures, why should
:23:20. > :23:24.you replace -- unemployment figures y should you replace a human being
:23:24. > :23:27.with a machine, why should they do it. We will find out if the public
:23:27. > :23:32.agree with you at the end of the show.
:23:32. > :23:35.Angela Rippon everybody! Very strong argument, Angela says
:23:35. > :23:39.bringing people back to cinema booking lines would bring back the
:23:39. > :23:49.personal touch and get people back into jobs as well. The cinemas
:23:49. > :24:19.
:24:19. > :24:22.should pick up the cost. Tonight we The results later on.
:24:22. > :24:27.Are you too frightened to put on your heating because of the bill
:24:27. > :24:30.you might get? Well you are not alone. There are 6.5 million
:24:30. > :24:34.households in Britain, who are running scared of their fuel bills.
:24:34. > :24:40.Over the last year the average annual household energy bill rose
:24:40. > :24:50.by a gob smacking �230. Is there an end in sight to the higher bills.
:24:50. > :24:53.
:24:53. > :25:00.We sent Grainne Seoige, to find out more about this heated debate. Our
:25:00. > :25:08.household energy bills have gone up 50% in three years, and profits for
:25:08. > :25:11.the energy companies have gone up 35%. Last year they made profits of
:25:11. > :25:15.�8.5 billion. All why we pay record prices to heat and run our homes.
:25:15. > :25:22.My current energy bill is high, it was roughly in the region of about
:25:22. > :25:27.�400 a quarter, it has been pushed up to nearly �600. Try to keep the
:25:27. > :25:31.heating bills down by wearing lots of layers. �100 a month.
:25:31. > :25:35.The economic crisis has led to the biggest squeeze on family budgets
:25:35. > :25:40.since the 1950, and to top it off, the big six energy companies are
:25:40. > :25:44.putting up fuel prices by up to 18%. Some of these higher bills are
:25:44. > :25:50.already landing on our doormats. One of the hardest hit places in
:25:51. > :25:56.the UK is Wales. 40% of households here are now in fuel poverty.
:25:56. > :26:01.That means that a household spends more than 10% of its income on
:26:01. > :26:07.energy bills. Over 500,000 families are affected in Wales alone.
:26:07. > :26:12.Where better to come than Power Street in South Wales, to see if
:26:12. > :26:18.residents have to turn their power down as the energy prices go up. Mr
:26:18. > :26:20.and Mrs Tanner are both retired and have an energy bill of �848 a year.
:26:20. > :26:25.Keeping their home warm is a growing concern. With everything
:26:25. > :26:28.going up in the air with the prices, it gets harder every year. We don't
:26:28. > :26:34.put the heating on in the morning any more, we are frightened what
:26:34. > :26:38.sort of bill will come in. Tanners are fuel poor, spending 20%
:26:38. > :26:43.of their income on their monthly energy bills. The Jarvis family up
:26:43. > :26:48.the road face an estimated annual bill of �2,600, they are teetering
:26:48. > :26:53.on the edge of fuel poverty, and are now turning appliances off
:26:53. > :26:57.every day to save money. You can be sat here some nights without
:26:57. > :27:03.heating on. The girls go to bed, as soon as they are in bed and wrapped
:27:03. > :27:07.up, we sit here and leave the heating off. The family are on a
:27:07. > :27:11.pre-pay metre, and they chose this because they couldn't make head nor
:27:11. > :27:14.tail of the tarrifs on offer. give have the figures and the
:27:14. > :27:18.standing charges, it is not explained properly what you are
:27:18. > :27:21.paying for. The Tanners are equally baffled? I couldn't understand it,
:27:21. > :27:25.all the different tarrifs and different things, it is not simple
:27:25. > :27:30.to understand. Perhaps the Jarviss and the Tanners
:27:30. > :27:34.have God reason to be confused. There are currently 400 tarrifs on
:27:34. > :27:40.the market. We took people's concerns about the prices and
:27:40. > :27:50.tarrifs to the industry body, Energy UK. 400 tarrifs, why isn't
:27:50. > :27:55.it simple letter? Companies are really listening -- Simpler?
:27:55. > :27:58.Companies are listening to customer about the choices, and if there is
:27:58. > :28:02.something they can do to help customers choose the right one.
:28:02. > :28:06.There are large and small companies, each one offering a different type
:28:06. > :28:12.of tarrif, depending on what you want to pay, by cheque or on-line.
:28:12. > :28:15.Then, of course, the country is divided into different region,
:28:15. > :28:20.there might be a different price depending on the network charges.
:28:20. > :28:25.It seems the energy industry and their customers agree there is a
:28:25. > :28:29.multitude of choice, but Consumer Focus is worried that the
:28:29. > :28:35.combination of high prices and options is putting the squeeze on
:28:35. > :28:40.customers from both directions. average bill is �1300 per household,
:28:40. > :28:43.up 20% from last year. No surprise that energy companies think by
:28:43. > :28:47.proliferation and complexity of tarrifs they can bamboozle you and
:28:47. > :28:52.it is impossible for people to sort out the best deal for themselves.
:28:52. > :28:55.That is a poor state of affairs. there anything to help customers
:28:56. > :29:02.steer a course through this minefield. I have asked Mark today
:29:02. > :29:08.from the Energy Helpline to come and give the Tanners and the
:29:08. > :29:10.Jarviss some advice. What is the bill looking like at
:29:10. > :29:17.What is the bill looking like at the moment? At the moment you are
:29:17. > :29:21.spending to �868 a year, you could get it down by �11 pounds by
:29:21. > :29:23.switching to a different tarrif. How can you find out about it?
:29:23. > :29:28.need to use an independent comparison service, they are often
:29:28. > :29:31.on the Internet, but also you can find them over the phone, and an
:29:31. > :29:36.operator would talk you through the different deals on offer and tell
:29:36. > :29:41.you about the cheapest tarrifs. the Tanners have learned how to
:29:41. > :29:46.save themselves nearly �200. What about the Jarviss and their �2,600
:29:46. > :29:50.on their bill? You are spending a lot of money, �50 a week, that is a
:29:50. > :29:54.big old bill. You can save money, that is the good news. The way you
:29:54. > :29:59.really save money is to change your metre, change it from a prepayment
:29:59. > :30:03.metre to a credit metre, that will allow you to go on a monthly direct
:30:03. > :30:07.debit tarrif, once you are on a credit metre, you can switch to the
:30:07. > :30:12.cheapest deals on the market, that could save you �500 off your bill
:30:12. > :30:18.in total. That is a lot of money. �500 a year, definitely looking
:30:18. > :30:23.into that. It turns out that the prepay metre can be one of the most
:30:23. > :30:29.expensive ways of getting your household energy. On Mark today's
:30:29. > :30:34.recommendation, the jar -- Todd's recommendation the family could cut
:30:34. > :30:37.their bill by 25%. We have one of the most competitive
:30:37. > :30:40.markets in the world. If you look at the statistics right across
:30:40. > :30:45.Europe, we have the cheapest gas price of all the leading countries
:30:45. > :30:49.in western Europe, and one of the cheapest prices for electricity.
:30:49. > :30:53.There is a lot of competition out there, we would say make sure you
:30:53. > :30:58.are benefiting from that. That sounds like let the buyer beware,
:30:58. > :31:02.it is not cutting any ice with Consumer Focus? It is the single
:31:02. > :31:05.most important consumer issue in Britain today. We have a closed
:31:05. > :31:08.market, six suppliers dominating the industry, 99% of all households,
:31:08. > :31:12.there is no threat that any big brute will come behind them and
:31:12. > :31:16.take their market share away. While they don't have that threat of new
:31:16. > :31:21.entry, they will behave as they have for years. A lazy, complacent
:31:21. > :31:24.way, that assumes consumers will stay with them and pay whatever
:31:24. > :31:29.they are charged. Powerful stuff. We have got the
:31:29. > :31:35.Secretary of State for Energy, Chris Huhne MP, Luciana is living
:31:35. > :31:40.in fuel poverty, paying 20% of her household income on fuel. What does
:31:40. > :31:44.that mean, what choices will you have to make this Christmas?
:31:44. > :31:50.means cancelling Christmas all together. Having to prioritise
:31:50. > :31:53.paying my fuel bills first. I cannot count for a specific budget
:31:53. > :31:59.to contribute towards Christmas, whether it is the cheapest toys on
:31:59. > :32:08.the market, or Christmas cards to my friends. I can't even afford my
:32:08. > :32:11.food bill, at the moment. Because of certain cuts, the �15 less a
:32:11. > :32:15.week we are getting from housing allowances. But essentially the
:32:15. > :32:21.fuel costs are weighing down on you very heavily, and affecting
:32:21. > :32:26.everything else? Because they have increased so highly, compared to
:32:27. > :32:36.the last few years, I was paying �40 including both dual fuel, and
:32:36. > :32:41.now it is �1267 a month. Is this an -- �127 a month. Is this an
:32:41. > :32:45.acceptable thing in the 21st century, a young mum struggling to
:32:45. > :32:49.keep the house warm and having to cancel Christmas? It is a real
:32:49. > :32:53.problem we have had this massive increase facing many people this
:32:53. > :32:58.year. 38% increase in the world gas prices, because of events in the
:32:58. > :33:01.Middle East, because of the Japanese nuclear disaster,
:33:01. > :33:05.increased in demand for gas in the far east, this is coming through
:33:05. > :33:08.into our own gas prices and into our electricity prices, because a
:33:08. > :33:12.very large part of our electricity comes from gas. There is a big
:33:12. > :33:16.problem there. What we can try to do to help in the short run is get
:33:16. > :33:19.people to check, insulate, save, and the two examples that were
:33:19. > :33:24.given there. I don't know whether you have had an opportunity to talk
:33:24. > :33:30.to somebody from citizens advice bureau, about how you might be able
:33:30. > :33:36.to save. But the two examples you gave in the film were very
:33:36. > :33:41.substantial. You are not on a prepaid metre, and paying by direct
:33:41. > :33:45.debit and you are still in fuel poverty, let's concentrate on the
:33:45. > :33:50.profits? She hasn't taken all the steps. Energy prices in the world
:33:51. > :33:53.have gone up, the point is that the energy companies are making �8.5
:33:53. > :33:57.billion, how do you deal with that, where is the responsibility for
:33:57. > :34:00.you? The most important thing can I do about the energy companies is to
:34:00. > :34:05.make sure that people like Luciana are shopping around to get the best
:34:05. > :34:09.possible deal. If we get, and you can go on to direct debit, that is
:34:09. > :34:13.fine. Ofgem, the independent regulator calculated the sort of
:34:13. > :34:17.savings that you showed on the film are typical. It is not working for
:34:17. > :34:21.everyone? Have you tried to shop around? I have shopped around, and
:34:21. > :34:27.I have gone on to the Internet, gone on to the calculator, and I am
:34:27. > :34:34.on the best deal I can be. I have swapped two years ago from one
:34:34. > :34:38.company to another. Are you looked this winter. Because they all
:34:38. > :34:43.announced their tarrif increases now. They are fixes them for the
:34:44. > :34:47.winter, this is a very good time to compare, and Ofgem says, people can
:34:47. > :34:51.save �200 a year. What are you going to do, if people take every
:34:51. > :34:55.measure they can, what will you be doing? We are simplifying bills, we
:34:55. > :34:59.want to make it a lot easier for people to make that comparison. We
:34:59. > :35:02.want much more competition in the market. We have already introduced
:35:02. > :35:06.safeguards for consumers. For example, we are not allowing the
:35:06. > :35:09.companies any more to do what they used to do, which is to put the
:35:09. > :35:13.prices up and tell you. If they put the prices up they have to tell you
:35:13. > :35:17.first, give you 30 days notice. If you decide to switch, they have to
:35:17. > :35:21.do that within three weeks. We want to encourage more people to switch
:35:21. > :35:25.and make it easier to do so. And we are getting tough through Ofgem,
:35:25. > :35:30.the regulator, with any mis-selling through the companies. There have
:35:30. > :35:33.been big fines for some companies for bad behaviour. You want to
:35:33. > :35:36.eradicate fuel poverty by 2016, have you lost control of the
:35:36. > :35:40.situation now, what are you doing for Luciana today, for Christmas.
:35:40. > :35:43.Fuel poverty is on the up, it is increasing? The two key things you
:35:43. > :35:48.can do right now, Luciana and anybody else in this position, one
:35:48. > :35:52.is check you are on the cheapest tarrif right now. I have done and I
:35:52. > :35:57.am. You said you changed two years ago. I keep on checking. The other
:35:57. > :36:01.thing is your company will almost certainly, your energy company will
:36:01. > :36:07.almost certainly have a deal on special insulation deal which will
:36:07. > :36:11.help reduce your bill all together, by about �100 a year, simply
:36:11. > :36:14.because of what they are offering in terms of cheap insulation. That
:36:14. > :36:19.is short run, next year we have a major new programme coming in
:36:19. > :36:22.called Green Deal, that will give real energy savings to people, and
:36:22. > :36:29.businesses will come in, fit up your house, get your energy bill
:36:29. > :36:33.down, and you will pay for that out of the saving on the energy bill.
:36:33. > :36:39.That is one year down the line, what about now. This year we are
:36:39. > :36:43.getting tough with the companies. Let Luciana have a final say? Are
:36:44. > :36:47.you convinced and what about the �8.5 billion profit? You know when
:36:47. > :36:53.you mentioned the companies are paying more money, wholesale prices
:36:53. > :36:59.for the fuel. They are counting for an increase of 23% for electricity
:36:59. > :37:01.and 40% for gas. On the figures it is still making a huge amount of
:37:01. > :37:07.profit, when they increase their taxes or not and find them, they
:37:07. > :37:10.will find a way of making consumers pay for that. We will have to leave
:37:10. > :37:14.it there. Make sure it is a really competitive market, make sure they
:37:14. > :37:18.have to fight for every penny. If it is a competitive market and they
:37:18. > :37:21.are making money that is fair enough. We will see what impact the
:37:21. > :37:26.recent fuel price increases have on poverty in the future. Thank you
:37:26. > :37:31.very much for both of you. Now, from the burning debate about
:37:31. > :37:35.fuel prices to something a touch lighter, earlier Angela asked if
:37:35. > :37:39.you would pay 50p more per ticket if it meant speaking to a real
:37:39. > :37:43.person at the cinema, we will tell you how you voted. The vote is
:37:43. > :37:47.closed now, don't vote any mo, you will be charged but the vote won't
:37:47. > :37:51.count. Full terms and conditions will be found on the website.
:37:51. > :37:57.It is time for a quick round up of the news around That's Britain,
:37:57. > :38:01.with your host, Nick Knowles. Hello, welcome, just time for a
:38:01. > :38:05.couple of the top stories, one man unconcerned about the rise in
:38:05. > :38:12.energy bills, has put up so many Christmas lights in his home he
:38:12. > :38:16.can't boil a Celt. Mr Skinner has put up 200 light displays inside
:38:16. > :38:20.and outside his home, inspired by the Blackpool Illumination, once
:38:20. > :38:25.they are switched on there is no juice left for hot water and
:38:26. > :38:29.anything else except the TV. You can't visit the house any more
:38:29. > :38:33.because of stringent health and safety rules. If you hate the fact
:38:33. > :38:38.that council officials can now hand out fixed penalty notices, like our
:38:38. > :38:41.bin cops, and I do, worry no more. A Conservative MP has plan, Tory MP,
:38:41. > :38:46.Jacob Rees-Mogg, last week called for all council officials with the
:38:46. > :38:51.power to hand out fines to wear a distinctive uniform like this, it
:38:51. > :38:57.is a bowler hat. Mr Rees-Mogg reckons if council officials wear
:38:57. > :39:02.bowler hats, people can see them coming and people can Scarper
:39:02. > :39:05.without getting a ticket. If you are wondering what constituency Mr
:39:05. > :39:09.Rees-Mogg represents? It is the 1950s. That is the news from around
:39:09. > :39:13.Britain. That might not work for the bin
:39:13. > :39:17.cops, but they have a new weapon at the disposal, it is this, you over
:39:17. > :39:22.there, man in the tweed, stop smoking, pick up your butts, pick
:39:22. > :39:25.up your butts? That is the last thing we need is a rambler with a
:39:25. > :39:29.megaphone. That has made my Christmas. It works for us, but
:39:29. > :39:36.will it work on the streets of Britain?
:39:36. > :39:44.Environmental enforcement officer has a new deputy, Becky Williams,
:39:44. > :39:49.before they hit the streets some pointers. With a cigarette it has
:39:49. > :39:52.five mints before going into the bin or on to the floor.
:39:52. > :39:57.challenge, and it is making a difference to the town and
:39:57. > :40:06.community. Quite excited actually. It is time to get moving. This
:40:06. > :40:12.street, just scan people, get your eyes going up and down, checking
:40:12. > :40:17.people pltd. Now the real thing, they are passed by a smoker,
:40:17. > :40:27.issuing a ticket here can be straight forward. Pick your pace up
:40:27. > :40:29.
:40:29. > :40:33.a bit. It should be on the deck. Where did that go. Craig misses the
:40:33. > :40:38.drop. Even I missed that one. the impression he wanted to give
:40:38. > :40:43.his new deputy. Unfortunately she won't be getting a ticket for that
:40:43. > :40:47.one. He put his cigarette butt into the bin, hasn't he.
:40:47. > :40:55.Bit of a shame, there we go. But it is not long before another smoker
:40:55. > :40:59.is in sight. Excuse me. I'm an enforcement officer with the
:40:59. > :41:04.council, that cigarette butt you threw there, that is littering, it
:41:04. > :41:07.is an offence, this is a fixed penalty. The fine is �80, reduced
:41:08. > :41:12.to �50 if it is paid within ten days, all right then, cheers, thank
:41:12. > :41:18.you very much. Another infringement punished. How did the new deputy
:41:18. > :41:21.did. It was a good spot, coming along, walking up the high street,
:41:21. > :41:26.Becky has seen the gentleman coming towards us spoking. Again, just
:41:26. > :41:30.using her observation skills. I had already seen him as well. So it was
:41:30. > :41:33.a nice spot, backed up, witnessed by two officers, always good. It
:41:33. > :41:37.makes stronger evidence if it is ever contested in court. Another
:41:37. > :41:44.culprit caught and the start of a successful crime-busting
:41:44. > :41:48.partnership. Cot gentleman on the Bevan who
:41:48. > :41:58.dropped his cigarette butt take it up. The gentleman in the brown
:41:58. > :42:00.
:42:00. > :42:03.jacket pick it up. They can see the ban, they know the
:42:03. > :42:07.cameras are rotating and we are watching people. It is the, oh God,
:42:07. > :42:11.they are here again, we have to behave ourselves. The van has a
:42:11. > :42:15.fully rotating and zoomable camera mounted on the roof, with more
:42:15. > :42:20.cameras on the side and back. Giving a 360 view of potential
:42:20. > :42:26.offenders. For this operation, Paul has a new partner. I'm the voice on
:42:26. > :42:32.the microphone. It is all about education, that is my role. It is
:42:32. > :42:36.to just try to remind people to think, and to try to keep the city
:42:36. > :42:39.tidy, it is as simple as that. should be the peak time for
:42:39. > :42:45.activity, this is when all the office staff are coming out for the
:42:45. > :42:49.dinner breaks. Sloppy eater any way, the moment of
:42:49. > :42:55.madness, she's listening to her mobile phone conversation whilst
:42:55. > :43:01.having the fag, guaranteed the brain isn't engaged. The cigarette
:43:01. > :43:08.is more than likely going on the floor. No it didn't, she has seen
:43:08. > :43:13.the bin. Most people seem to be getting the message. Good lad.
:43:13. > :43:17.He stuck it out to the bin, credit to him, he has used it properly.
:43:17. > :43:21.Now we will watch his girlfriend. No, she has gone for the bin, good
:43:21. > :43:26.girl. I don't suppose it take as genius to know that the camera is
:43:26. > :43:31.pointing at you. Eventhough the van is only a few feet away, these two
:43:31. > :43:35.smokers seem totally oblivious. think there is a good likelihood
:43:35. > :43:39.this guy will throw his cigarette butt on the floor. He's having a
:43:39. > :43:45.nice pleasant chat with his mate, he's not really thinking about what
:43:45. > :43:49.he's doing, he a's having a quiet fag and he won't think anything
:43:49. > :43:53.about dropping a cigarette butt on the floor. He just dropped it, Anne.
:43:53. > :43:59.Could the gentleman in the black jacket that has dropped the
:43:59. > :44:04.cigarette end pick it up, please put it in the bin. Tell him who it
:44:04. > :44:10.is, next to the guy with the hat on. Sat next to the guy with the striep
:44:10. > :44:14.striped jumper, pick up the cigarette end please. He has done
:44:14. > :44:17.what we asked him to do. He will have a good gripe out of it, have
:44:17. > :44:20.the council got nothing better to do. At least the message has gone
:44:21. > :44:30.out to him and other people that we are watching, and we will tell
:44:31. > :44:33.
:44:33. > :44:38.people when they are acting inappropriately.
:44:39. > :44:42.My idea of a perfect day, a van with a loud speaker. Last week a
:44:42. > :44:46.Henley Business School study showed three quarters of us believed that
:44:46. > :44:52.customer service in Britain is at its worst ever. We don't have to
:44:52. > :44:56.sit back and look at advise, here to show us is our expert, Jasper
:44:56. > :45:01.Griegson. Since Jasper came on the show last week we have been
:45:01. > :45:08.inundated with requests for his help. Here is the first problem
:45:08. > :45:13.from Joseph McCleary in -- Shaun McAleer? In August 2010 I bought a
:45:13. > :45:16.brand new car from a main dealer. Soon after purchase the car
:45:16. > :45:19.developed transmission problem, I have sense spent over 12 months in
:45:19. > :45:23.dispute with the dealer and manufacturer over this fault. Some
:45:23. > :45:28.work has been carried out under warantee, however the fault still
:45:28. > :45:32.remains. At one point I was even advised to stop driving the car,
:45:32. > :45:36.then the dealer and manufacturer changed their minds, and refuse to
:45:36. > :45:41.co-operate with me any further, and are insisting the car is OK. Can
:45:41. > :45:46.you help me out here, I don't know what more can I possibly do to get
:45:46. > :45:50.my car repaired under warranty, and both the dealer and manufacturer
:45:50. > :45:54.are refusing to co-operate with me. He doesn't know what else to do,
:45:54. > :45:57.two parts of the same company shifting responsibility on to one
:45:57. > :46:01.another, he has to get their attention? It is a brand new car,
:46:01. > :46:06.the bickering between them is not his problem. It is their's. He has
:46:06. > :46:10.to grab their intention, I'm a great believer of handing over the
:46:10. > :46:16.hot potato to the company. In this case, I would send the piece of
:46:16. > :46:19.equipment to the company concerned, the clutch, I'm not a mechanic, and
:46:19. > :46:23.a few other bits to somebody else in the organisation. Why will that
:46:23. > :46:25.work? If you get it through to somebody at the top of the
:46:25. > :46:28.organisation, they will treat the complaint a bit differently. Who to
:46:28. > :46:32.write to and how to find the name, go to the website, the boring bit
:46:32. > :46:37.that gives the name to the directors, and ring up head office
:46:37. > :46:42.and ask. They will say we can't tell you or reveal that information.
:46:42. > :46:52.They can. Next up we have another problem to
:46:52. > :46:52.
:46:52. > :46:58.solve with somebody in the audience, Sandra Pickett come up here.
:46:58. > :47:03.What is your problem? Our local council are asking our children to
:47:03. > :47:09.walk down a very unsafe route. is a different thing, dealing with
:47:09. > :47:14.a company or companies, dealing with councils, we feel more
:47:14. > :47:18.frightened taking on those bodies? We shouldn't be afraid, it is not a
:47:18. > :47:21.commercial issue. You have to employ a bit of cunning, write to
:47:21. > :47:24.somebody senior at the council, get the council leader involved, write
:47:24. > :47:29.to maybe the person in charge of the department for transport. Get
:47:29. > :47:34.your MP involved. This sounds to me more like a campaign than complaint,
:47:34. > :47:37.you have to adopt a multiapproach to the problem, it is not just one
:47:37. > :47:40.single strand. Your main concern is the safety element, it is not the
:47:40. > :47:45.walking it is the fact that your son and other children are talking
:47:45. > :47:49.on an unsafe route. What will you do? Also enlist the help of third
:47:49. > :47:51.parties, get the police involved if you can. Health and Safety
:47:51. > :47:57.Executive, get other people to buy into the idea that children's
:47:58. > :48:02.safety is there. How will you tweak them and pull on their heartstrings.
:48:02. > :48:06.One thing I have done is send them a drawing, by your children, pluck
:48:06. > :48:10.on their heartstrings a bit. I have tried that with great effect. It
:48:10. > :48:20.can work. You have got your children to do this. I have when
:48:20. > :48:20.
:48:20. > :48:24.they are younger. Get the crayons out at home.
:48:24. > :48:29.We always say Christmas is the time to help others, does it make us
:48:29. > :48:33.more generous of spirit or too busy to lend a hand. Stanley Johnson has
:48:33. > :48:38.been to Bradford to recruit some secret Santas.
:48:38. > :48:42.This week I'm in Bradford, home of the reindeer Christmas parade, also
:48:42. > :48:47.home to Santa's grotto, where every year children flock to meet Father
:48:47. > :48:51.Christmas. But little do this group of local school kids and their
:48:51. > :48:58.parents know, there is a problem. That's right, Father Christmas is
:48:58. > :49:03.running late, rumour has it he has overdone the mince pies, I
:49:03. > :49:09.personally blame his penchant for sherry. Our act stress's first
:49:09. > :49:14.challenge is to ask -- actress's first challenge is to ask complete
:49:14. > :49:17.strangers to dress up as Santas and wave to the kids. I will be
:49:17. > :49:23.watching the action from behind the Chrimbo tree. Have you got one
:49:23. > :49:27.minute? I haven't I have to go to work. Please will you stick the hat
:49:27. > :49:31.and the beard on. There is the tiny little kids. Please. The kids have
:49:31. > :49:36.now been waiting for over 15 minutes, Jennifer tries a new
:49:36. > :49:43.tactic, getting the partners on side first. Excuse me I literally
:49:43. > :49:49.need someone to put on a hat and a beard to wave at the kids, I have
:49:49. > :49:54.the mums eyeballing me. Come on John. We are getting a shake of the
:49:54. > :50:01.head. You have to go like that. finally got our first Santa,
:50:01. > :50:05.reluctant John. Well done Jennifer. I'm really
:50:05. > :50:10.sorry, I know you didn't really want to do this. He's looking good
:50:10. > :50:18.in the Santa outfit a few more mince pies and he could pass for
:50:18. > :50:23.the real thing. Can you do a ho ho ho. Go on, do it. Ho ho ho. Don't
:50:23. > :50:29.laugh after it, do it again. Ho ho ho. And give a wave. After the
:50:29. > :50:33.quick Santa lesson, it is time to meet the kids. Say hello Santa.
:50:33. > :50:38.Merry Christmas. The kids are ecstatic, he's really convincing
:50:38. > :50:43.him. Back in a minute kids. Success, and it wasn't just John happy to ho
:50:43. > :50:51.ho ho, Tom, Glenn, Ben and Stuart went for it too. Give me a ho ho ho.
:50:51. > :50:57.Jool ho ho ho. Who is ready for Christmas! Can't hear you? And now
:50:57. > :51:02.we want our tree tend Santa to fill -- our pretend Santa to fill in for
:51:02. > :51:11.the late Santa and meet the kids in the grat toe. Can you speak to one
:51:11. > :51:17.kid? Just one. Can you go ho ho ho. A lot of them have already been in.
:51:17. > :51:21.I can't do this. You can, pleats, please, please. I'm going now.
:51:21. > :51:28.not going ahead with this. I have done my bit now, you said just wave
:51:28. > :51:36.and I did. It was all a bit much for Santa John, but Santa Ben is
:51:36. > :51:40.one round. See, look they believe you. Just one. One child. He stays
:51:40. > :51:45.put for the kids. You might say she has her claws
:51:45. > :51:51.into Santa. That's it, the first child and parent is going in.
:51:51. > :51:55.Christmas little boy, what is your name? Rhys, have you been a good
:51:55. > :52:04.boy this year.'S Doing a first rate job. I think you deserve a little
:52:04. > :52:09.present as well. Thank you Santa. He's playing the
:52:09. > :52:18.role well, and this kid believes he's met the real Santa. Will our
:52:18. > :52:22.Santa agree to see more than one child? Two, three, four, that's
:52:22. > :52:28.five, amazingly, our other three Santas, also played the role for
:52:28. > :52:34.more than 20 minutes. What's your name? Hello, I'm Santa. Do you want
:52:34. > :52:40.a surprise. Can we do that. What would you like me to bring you
:52:40. > :52:45.Christmas Eve. Until the whole class got to see Santa. Well, the
:52:45. > :52:54.kids are happy, Santa has come to town well and truly several times,
:52:54. > :52:57.Christmas wishes have been granted. Stanley's here with one of his
:52:57. > :53:01.stand-in Santas. Stuart why did you decide to join in? After I realised
:53:01. > :53:05.it weren't a joke, I thought why not step in and make somebody happy.
:53:05. > :53:10.I reckon, not only with this film, you have proven that Britain is a
:53:10. > :53:13.great and warm and cuddly and helpful place to be? It really is
:53:13. > :53:17.so, particularly up north. That is where we have been, I want to move
:53:17. > :53:21.up north. Is there a chance that have? I had four years in Oxford, a
:53:21. > :53:25.bit further north now. I don't think Oxford is up north! People
:53:25. > :53:28.will band together and help each other out in extremes? As far as
:53:28. > :53:32.I'm concerned this has been the most uplifting experience I have
:53:32. > :53:41.had for a long, long time. I'm very pleased. Ladies and gentlemen,
:53:41. > :53:44.let's hear it for Stanley and Santa Stuart!
:53:44. > :53:48.These days when the cashpoint says there are insufficient funds
:53:48. > :53:53.available, you don't know if it is you or the bank itself. Who keeps
:53:53. > :53:58.the cash in the machines and our pockets, time to meet another
:53:58. > :54:03.hidden hero! Ron moves van loads of cash around Britain daily. My job
:54:03. > :54:10.is to make sure that ATMs are supplied with cash. Millions upon
:54:10. > :54:15.millions go out of here every week, keeping ATMs in the London area
:54:15. > :54:18.supplied. Ron's staff, not identified to protect them from
:54:18. > :54:24.possible kidnap or violence, start by sorting the money and preparing
:54:24. > :54:28.it for delivering. We process all the �10, �20 and importantly, the
:54:28. > :54:32.�5 notes in the ATM, they are loaded into cassettes and secure
:54:32. > :54:36.vans and taken off to be put into the ATMs. Three quarters of a
:54:36. > :54:42.billion pounds are on the roads every day. Without it, Britain's
:54:42. > :54:47.economy would grind to a halt. When vans leave the warehouse on a cash
:54:47. > :54:52.run, Ron's first priority is the security of his staff. We have to
:54:52. > :54:56.protect our staff and the cash that our staff carry for us. Our people
:54:56. > :54:59.here in the control room can see that van, they can track it all the
:54:59. > :55:03.time. They can detect any threat to the van whatsoever. It is while
:55:03. > :55:08.dropping off cash to ATMs that his security team are at their most
:55:08. > :55:15.vulnerable. It is one of Britain's most dangerous jobs, with 15
:55:15. > :55:18.attacks every week. Today everything runs smoothly and
:55:18. > :55:22.the British public can continue to get access to their money. Some
:55:22. > :55:26.people would say working in hospitals vital, some people would
:55:26. > :55:31.say working in the fire brigade is vital, I see the service we provide
:55:31. > :55:36.as being as vital as any of those public services. It gives me,
:55:36. > :55:44.personally, a huge boost, to get up every morning, knowing I'm doing
:55:44. > :55:48.something important. That is what keeps me going.
:55:48. > :55:52.Earlier we asked whether or not you would be willing to pay an extra
:55:52. > :55:56.50p for your cinema ticket if it meant you could speak to a human
:55:56. > :55:59.being while buying it. Do you think you pulled it off? It will be
:55:59. > :56:06.interesting to see what people think. It is a smoke screen to say
:56:06. > :56:10.we will charge you an extra 50p, they charge you for going on the
:56:10. > :56:14.telephone and doing your thing. If the people I spoke to at their
:56:14. > :56:20.lovely cinema are anything to go by, people would rather have a human
:56:20. > :56:25.being than machine. Let's see if the great British public agree?
:56:25. > :56:30.Resounding. Unbelievable.
:56:30. > :56:34.Well done. You know I actually said I will eat my hat, I will have to
:56:34. > :56:38.eat that bowler hat. Thank you very much. It is official the majority
:56:38. > :56:42.who voted would be prepared to pay an extra 50p to have someone to
:56:42. > :56:46.talk to. You couldn't have expected that? I'm afraid I did, because I
:56:46. > :56:50.know that the thing that really annoys people and makes them think
:56:50. > :56:53.they are not getting good customer service, is they get a wretched
:56:53. > :56:58.machine rather than a human being and can get an answer who can deal
:56:58. > :57:02.with their query and question in a matter of seconds, rather than
:57:02. > :57:08.being minutes on a telephone. you to everyone who voted and
:57:08. > :57:13.thanks so much to the lovely Angela Rippon.
:57:13. > :57:18.Quickly, we will have a quick look at the change and see the quiz.
:57:18. > :57:21.Let's have a look and see what is the change, wind turbines, what is
:57:21. > :57:25.the matter with people. Still not festive. A couple of people have
:57:25. > :57:30.complained, kids, interestingly enough, the average person has told
:57:30. > :57:33.off their child by 11.07 on Christmas day. Sprouts and
:57:33. > :57:39.Christmas shopping. That is it for night, and the series, thanks to