Episode 4 That's Britain!

Episode 4

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APPLAUSE Council woes, speed cameras, noisy


neighbours, That's Britain. Hidden heros and Samaritans, that


is Britain too. This is the show that explores the


madness of every day life, looking at the bad and marvelling at the


good. On tonight's show, heat or eat,


Grainne Seoige tackles the growing problem of fuel poverty.


Our insider, Ade Edmond, reveals the year-long operation that


delivers Christmas dinner. Personally I love them, that is why


I have so few friends. Angela Rippon fights to put humans back on


the other end of the phone. Name and shame, the bin cops bring


out the big guns to tackle litter louts. Sat next to the man with the


stripey jumper, can you pick up your cigarette end, please.


Let's find out what is getting stuck in your craw this week. Your


e-mails asks your gripe, the more you mail it the more it shows up on


the wall, if it shows up it means more of you have sent it.


This is what is driving you up the wall this week. You won't be happy


with that. I think with all the things to


worry about in Britain at the moment, wind turbines is the gripe.


Really, what is wrong with people. Here is one for you Julia, a lot of


people are worried about ramblers, Steve says they walk around the


countryside getting in every one's way, they go out for a moan and see


how many people they can upset. Correct me if I'm wrong, aren't you


the President of the Ramblers Association? It is not the case.


I'm very surprised it is the truth most people are moany. Walking is


proved to be very good for you, your emotional and mental well


being. Most people don't get enough exercise, the we help people get


out there. They are not complaining about rambling, but ramblers.


People want the whole countryside to themselves. Are they talking


about ramblers and their manners when they put it up there. We have


an e-mail that asks what has happened to please and thank you


and holding the door open for other people to pass through. In my


experience it is young women who appear to be the worst offenders s


that true? I'm not sure it is young women, there is a general feeling


that manners have slipped away. manners are a growing menace a208


survey showed -- a 2008 survey, showed most of us think it is the


biggest problem facing society. auntie said manners make the man.


It is something you can do easily, being kind to somebody, it is an


easy way of improving things. think if you respect young people


they respect you back. One topic we have seen on the word wall is cold


calling. According it a recent survey, three quarters of us want


it banned. We hit the streets of Manchester to find out why. I say


no thank you and put the phone down as quick as I can. Cold calling is


definitely out. It is a no-go. are only doing their job, you know


they will be sat in a call centre being paid nothing to do it, it is


just the annoying thing is they have some how got my details.


to be polite as much as I K asay don't call me -- I say don't call


me again. It is massive intrusion people passing on my number and not


telling me, and God only knows who has my number. You may not know


this, on average we get six cold call as month. I probably. Do you


can stop those calls with a scheme called the telephone preference


service, which blocked UK-based cold calls. This is interesting,


you could make a note of it, you can register your phone number with


the scheme, it takes about 28 days to take effect. If you still get


cold called after, that the company's actually breaking the law.


Make a note of their details and you can report them. All the info


you need is on the website. We are going to update the wall


later in the show. Tonight we are giving it faesive theme. It play be


a time of -- festive theme, it maybe a time of good will to all


men. Let's face it, there are some things about Christmas that make us


ba-humbug? I love Chris marks and there are things in the office --


Christmas, and there are things that people don't like. The


Christmas ad, inlaws. Not so sure? Your inlaws? No, laugh you. Please


put your gripe in the title of the e-mail, it won't make it on to the


wall. Keep the Christmas grumbles coming in by going to the website


below. Of course, you can join in with


everything else that we are talking about by tweeting us at BBC That's


Britain, or going to the Facebook page as well.


Ade Edmond's our insider, he has been slipping inside the system


that keeps Britain ticking to see how it works. Ade where have you


been rooting and rumaging. As you know I like slipping inside the


system. You're a bit younger than me, I know people will find that


hard to believe. I can remember a time when you go to the supermarket


and it would actually have run out of things. You would have empty


shelves, especially around Christmas. I'm a man who likes his


food, I don't like taking chance, I went to see how the supermarkets


make sure we get all the sprouts we need on Christmas day.


Chris marks my favourite time of year, the -- -- Christmas, my


favourite time of year, the Queen, Christmas puddings, but why does


everyone want to do their Christmas shopping at the same time as me.


Come on, out the way. Yes, it is the busiest time of year


in the supermarket. Last December we spent nearly �3 billion a week


on food. In the old days you would need to


shop well in advance, but with so much stack raeing stacking you can


now leave -- stacking and restacking you can now leave it


until Christmas Eve. How do the elves make sure you can do that.


The story starts here at a gigantic warehouse in Essex, the size of


four football pitches. In the week before Christmas, their depots


handle more than nine million cases. I'm going behind the scenes to


witness this extraordinary challenge. This is the place why


your turkey, your cranberries, your Brussels and potatoes meet up for


the very first time before ending up on your plate. Hello Brussels,


hello turkey, looking forward to the big day? Not really, no, my


performance last year was a bit dry. At least you get to eat, all the


kids left me on the side of the plate.


For supermarket strategists like Kate, this is where the year begins


as well as ends. How do you go about forecasting how


much stuff you need? We have already started for next Christmas.


We plan at least a year in advance. We will use this year's Christmas


volumes as a guide, we look Atticus tomorrow mer food trends, what --


we look at customer needs. How many Brussels proudzsprouts will you


sell? We will sell 520 tonnes of Brussels sprouts. Potatos? Turkeys?


176,000 fresh and frozen British turkeys. That is a lot of food.


What gets ordered by the supermarket first? Brussels sprouts,


the vegtable that de divides the nation, personally I love them,


that is probably why I have so few friends. During the Christmas


period we eat 300 million of them. No wonder we are having trouble


with greenhouse emissions! Like most of your Christmas dinner,


produce the sprout is an incredible technological feat. It is like an


army of sprouts. Farmer, George Reid sells almost a


third of his entire sprout crop in the fortnight before Christmas,


which means a fair bit of planning. Because the lazy old sprout takes


ten months to grow. These are already seeded for next year. These


we planted in the spring. Do you have dangers within the growing of


them, where you can get failure, and our Christmas could be ruined?


As long as we don't get a really bad freeze up, like we did last


winter with minus tens and snow, as long as we don't get that again, we


should have a good Christmas run for sprouts.


Now supermarkets also need to spot new food trends. Can breeze.


Canbury sauce may seem as British as Queen Vicoria, but it is


actually from North America. We still get most of our's from there


today. But ironically, it was Queen Vicoria who popularised the side


dish to go with it. Turkey.


We eat an astonishing ten million turkeys every Christmas day. Not


each, obviously. Although actually, by the time Great Escape comes on


the tele, it often feels that way. Turkeys take only four to five


months to grow, nearly twice as fast as a sprout. They hatch around


the end of July. The fresh ones will only arrive in store a few


days before Christmas. Right now, I'm going to have to make do with a


duck. That's everything ordered, let's


fast forward to the fortnight before Christmas. Normally when you


think of people picking vegtables, you expect human beings in the


field, chopping things down by hand. Here they have an extraordinary


machine. This is the sharp end of sprout


harvesting technology. The four people sitting on the back guide


these fiercesome looking blades with their feet, and feed the


stalks into the machine. Amazingly it take as photograph of every


single sprout to weed out any bad ones. So, I have my sprouts, my


turkey, can breeze, hang on, I have forgotten -- cranberries, I have


forgotten something, potatoes, stupid potatoes. Potatoes are


amongst the earliest of the Christmas vegtables to be harvested.


Huge steel monsters spit out a precise quantity with the pact


packets -- packets with the supermarket logo on it. These spudz


were grown in Cambridgeshire. It is now dash to get to the warehouse in


Essex. Our supermarket takes delivery of 56,000 orders in three


weeks. We're about two weeks after the


Christmas week, does it just go mad? It goes absolutely crazy.


if they haven't got enough stock, this entire process, from


harvesting, to depot, to supermarket shelf, can be managed


in as little as three days. That is just as well, as the shops


won't know if they got the predictions right until Christmas


week itself. So remember, the next time you leave your Christmas food


shop to the last minute, loads of people have been working for nearly


a whole year to make sure you have a brilliant Christmas dinner. Hang


on, I don't think I have enough sprouts, back up, back up. Happy


Christmas, peace and good will to all men, blah blah blah.


Some of that was strange and amazing, you don't think about it.


The most amazing thing was the sprout machine, it costs �200,000.


I want one dad! You don't want one. It is incredible they photograph


every sprout, what happens to all of the vegtables that doesn't pass


the beauty contest. At the farm I went to, the food chain ends up in


the digester, which makes electricity, sprouts, methane,


power, it all makes sense. happy the methane is happening


there and not around the tree or the table. What happens to the poor


bits of vegtables that aren't good enough to become electricity.


two are very sad. There are sad vegtables out there, there is this


unbelievable fact, I had this rechecked, I couldn't believe it,


280 kilos per person, per year, of fresh food and fruit and vegtable


goes to waste before it gets to the shop. I couldn't eat that a year.


Are they ploughed back into the land. Thrown into landfill.


Especially when you think about so many people struggling to make ends


meet. There is a charity called Fairshare that did 8.6 million


meals last year from food that was thrown away by shops. How many?


kilos per person. Imagine the number of people around the world


you could feed if you could get that food to them. Stay with us, we


have one more bit of judging we would like you to do. It is not


sprouts or funny-shaped vegtables. No, we asked you to send in the


most confusing signs in Britain. This is the rogue's GALry, spot why


This is the rogue's GALry, spot why There is fantastic ones there.


like the secret nuclear bunker, this way!


Ade we are going to give you the honour of picking the winner.


I have picked a winner and runner- up. Trust you. That is the one


outside Swindon, the one called the Magic Roundabout, I tour a lot, the


driver of my tour bus says whenever we approach this, he says, it is so


confusing you put your foot down and hope for the best. That is why


when I play Swindon I take a spare pair of underpants.


The winner, I'm going to have press you. There can only be one winner,


it is this one. My hope is it is an international


border and on one country they go on the left and the other on the


right. Nominated by Brenda Hider, taken on holiday in Scotland.


Congratulations, Ade will send the trophy to you. All the authorities


responsible for the signs, please don't ever fix them or take them


down, the world would be a much duller place without them. Thank


you to Ade Edmondson, our judge and insider.


When was the last time you tried to book a ticket or speak to bank and


as a human being, and then a human being answered the phone to you. It


seems the rise of the machine sun stoppable. One person who thinks so


is Angela Rippon, she's leading the fightback.


I really do love going to the cinema, you have the widescreen,


the comfy seats, great performances and movies, I love the whole


experience. Apart from one thing. This is what happens when I ring


for a ticket. Welcome to cinema line. A computer,


it will cost me 10p every minute I'm on the phone. Which cinema line


are you calling from. London? Please be more specific.


Kensington? Did you say Manchester. I said Kensington? Did you mean,


Kensington. Yes, I z I said Kensington. You are through to the


cinema in Kensington. There are 19 films currently showing. 19 films,


currently showing. Please choose from the following films. Tinker,


Taylor Soldier Spy. That will do. Did you mean the film Berlin fill


harmonica Live. I don't think I said anything like, that said


Tinker, Taylor Soldier Spy. I don't think in my entire career I have


been known for speaking anything but clearly. I want to speak to a


human being. How do you feel about t do you get upset with the


automated telephone lines. 80% of cinema chains have replaced old


fashioned humans with computers. The idea is, there is no queue, and


you can book your ticket at any time. Last year we bought a 169


million cinema tickets. They claim it is a win-win situation. Is it


really. The Broadway Cinema in Hertfordshire have agreed to turn


back the clock for a day, and make ticket booking a human activity, to


see if it works. I have volunteered to take on the job. Hi Oliver. I'm


ready for work. After a quick lesson on the


computer and the booking system. Do I click on to that before I click


on to that. Hello Broadway Cinemas Angela speaking. We have Crazy


Stupid Love. The Dead. Hello, Broadway Cinema.


Getting the hang of this! A satisfied customer, just proving


what I said, somebody there who would, Emma, who would much rather


talk to a person rather than a machine, one up to me. As well as


manning the phone lines, I got a chance to quiz people buying or


collecting tickets over the counter. 11 tickets for the kids' club.


When? On Saturday. New career? Absolutely, yes. Would you prefer


to book the tickets on the telephone or the computer? Why is


that? For the personal service. don't get that from a computer.


Tinker, Soldier Sailor Spy. Why are you doing this. Can I ask you a


question, when you book on the telephone, would you rather have a


human being on the end. I would want you on the end. A human being.


Which do you prefer? Human being. Every time? Yes. If it meant you


had to pay a little bit more to talk to a person? No, I like


talking to somebody. Enjoy the film, you brought your own cushion I see!


Having sold sold them their tickets and get them seated. It is time to


finish off with a refreshment run. I don't care if I look smug,


because I told you so. Not one single person that I spoke to,


either on the telephone, or who came to the desk said they wanted


an automated telephone system. Several of them even said they


wouldn't mind paying a bit extra for the cinema ticket if it meant


they could talk to a human rather than a computer. As far as I'm


concerned, I rest my case. Here to make her case in person,


please welcome the wonderful, Angela Rippon. What makes you think,


in this current day and age, where people are so strapped for cash,


they will pay an extra 50p just to have someone on the end of the


line? That is such a spurious argument from the cinema companies.


We already, if you go on the telephone, you can be on the phone


for at least three if not four minutes by the time they repeat


everything time after time, you are already paying 30p, 40p, then they


charge you a booking fee and for using your credit card, you are


already paying more than 50p as a premium to do it on the telephone.


It is a stupid excuse for doing that. It really is. I have to say


that 50p, we asked somebody to research it for us and come up with


how much it would cost on top, your theory is we shouldn't be paying it


at all? They can more than afford T the three major cinema companies in


this country make in excess of �automillion profit each every


single year. They -- �50 million profit each every single year. They


can afford to put someone on there. It is banks and utilities, they all


do it. Does it matter? I think it does. If you talk to people and ask


them their two biggest gripes as consumers, top of the list is poor


customer service, and those multichoice telephone systems. If


you go toson some of the very large retail stores, you will find they


don't do this. You phone and you have a person who answers your


query immediately. And then puts you through to another human being,


and if you look what we had today the unploilt figures, why should


you replace -- unemployment figures y should you replace a human being


with a machine, why should they do it. We will find out if the public


agree with you at the end of the show.


Angela Rippon everybody! Very strong argument, Angela says


bringing people back to cinema booking lines would bring back the


personal touch and get people back into jobs as well. The cinemas


should pick up the cost. Tonight we The results later on.


Are you too frightened to put on your heating because of the bill


you might get? Well you are not alone. There are 6.5 million


households in Britain, who are running scared of their fuel bills.


Over the last year the average annual household energy bill rose


by a gob smacking �230. Is there an end in sight to the higher bills.


We sent Grainne Seoige, to find out more about this heated debate. Our


household energy bills have gone up 50% in three years, and profits for


the energy companies have gone up 35%. Last year they made profits of


�8.5 billion. All why we pay record prices to heat and run our homes.


My current energy bill is high, it was roughly in the region of about


�400 a quarter, it has been pushed up to nearly �600. Try to keep the


heating bills down by wearing lots of layers. �100 a month.


The economic crisis has led to the biggest squeeze on family budgets


since the 1950, and to top it off, the big six energy companies are


putting up fuel prices by up to 18%. Some of these higher bills are


already landing on our doormats. One of the hardest hit places in


the UK is Wales. 40% of households here are now in fuel poverty.


That means that a household spends more than 10% of its income on


energy bills. Over 500,000 families are affected in Wales alone.


Where better to come than Power Street in South Wales, to see if


residents have to turn their power down as the energy prices go up. Mr


and Mrs Tanner are both retired and have an energy bill of �848 a year.


Keeping their home warm is a growing concern. With everything


going up in the air with the prices, it gets harder every year. We don't


put the heating on in the morning any more, we are frightened what


sort of bill will come in. Tanners are fuel poor, spending 20%


of their income on their monthly energy bills. The Jarvis family up


the road face an estimated annual bill of �2,600, they are teetering


on the edge of fuel poverty, and are now turning appliances off


every day to save money. You can be sat here some nights without


heating on. The girls go to bed, as soon as they are in bed and wrapped


up, we sit here and leave the heating off. The family are on a


pre-pay metre, and they chose this because they couldn't make head nor


tail of the tarrifs on offer. give have the figures and the


standing charges, it is not explained properly what you are


paying for. The Tanners are equally baffled? I couldn't understand it,


all the different tarrifs and different things, it is not simple


to understand. Perhaps the Jarviss and the Tanners


have God reason to be confused. There are currently 400 tarrifs on


the market. We took people's concerns about the prices and


tarrifs to the industry body, Energy UK. 400 tarrifs, why isn't


it simple letter? Companies are really listening -- Simpler?


Companies are listening to customer about the choices, and if there is


something they can do to help customers choose the right one.


There are large and small companies, each one offering a different type


of tarrif, depending on what you want to pay, by cheque or on-line.


Then, of course, the country is divided into different region,


there might be a different price depending on the network charges.


It seems the energy industry and their customers agree there is a


multitude of choice, but Consumer Focus is worried that the


combination of high prices and options is putting the squeeze on


customers from both directions. average bill is �1300 per household,


up 20% from last year. No surprise that energy companies think by


proliferation and complexity of tarrifs they can bamboozle you and


it is impossible for people to sort out the best deal for themselves.


That is a poor state of affairs. there anything to help customers


steer a course through this minefield. I have asked Mark today


from the Energy Helpline to come and give the Tanners and the


Jarviss some advice. What is the bill looking like at


What is the bill looking like at the moment? At the moment you are


spending to �868 a year, you could get it down by �11 pounds by


switching to a different tarrif. How can you find out about it?


need to use an independent comparison service, they are often


on the Internet, but also you can find them over the phone, and an


operator would talk you through the different deals on offer and tell


you about the cheapest tarrifs. the Tanners have learned how to


save themselves nearly �200. What about the Jarviss and their �2,600


on their bill? You are spending a lot of money, �50 a week, that is a


big old bill. You can save money, that is the good news. The way you


really save money is to change your metre, change it from a prepayment


metre to a credit metre, that will allow you to go on a monthly direct


debit tarrif, once you are on a credit metre, you can switch to the


cheapest deals on the market, that could save you �500 off your bill


in total. That is a lot of money. �500 a year, definitely looking


into that. It turns out that the prepay metre can be one of the most


expensive ways of getting your household energy. On Mark today's


recommendation, the jar -- Todd's recommendation the family could cut


their bill by 25%. We have one of the most competitive


markets in the world. If you look at the statistics right across


Europe, we have the cheapest gas price of all the leading countries


in western Europe, and one of the cheapest prices for electricity.


There is a lot of competition out there, we would say make sure you


are benefiting from that. That sounds like let the buyer beware,


it is not cutting any ice with Consumer Focus? It is the single


most important consumer issue in Britain today. We have a closed


market, six suppliers dominating the industry, 99% of all households,


there is no threat that any big brute will come behind them and


take their market share away. While they don't have that threat of new


entry, they will behave as they have for years. A lazy, complacent


way, that assumes consumers will stay with them and pay whatever


they are charged. Powerful stuff. We have got the


Secretary of State for Energy, Chris Huhne MP, Luciana is living


in fuel poverty, paying 20% of her household income on fuel. What does


that mean, what choices will you have to make this Christmas?


means cancelling Christmas all together. Having to prioritise


paying my fuel bills first. I cannot count for a specific budget


to contribute towards Christmas, whether it is the cheapest toys on


the market, or Christmas cards to my friends. I can't even afford my


food bill, at the moment. Because of certain cuts, the �15 less a


week we are getting from housing allowances. But essentially the


fuel costs are weighing down on you very heavily, and affecting


everything else? Because they have increased so highly, compared to


the last few years, I was paying �40 including both dual fuel, and


now it is �1267 a month. Is this an -- �127 a month. Is this an


acceptable thing in the 21st century, a young mum struggling to


keep the house warm and having to cancel Christmas? It is a real


problem we have had this massive increase facing many people this


year. 38% increase in the world gas prices, because of events in the


Middle East, because of the Japanese nuclear disaster,


increased in demand for gas in the far east, this is coming through


into our own gas prices and into our electricity prices, because a


very large part of our electricity comes from gas. There is a big


problem there. What we can try to do to help in the short run is get


people to check, insulate, save, and the two examples that were


given there. I don't know whether you have had an opportunity to talk


to somebody from citizens advice bureau, about how you might be able


to save. But the two examples you gave in the film were very


substantial. You are not on a prepaid metre, and paying by direct


debit and you are still in fuel poverty, let's concentrate on the


profits? She hasn't taken all the steps. Energy prices in the world


have gone up, the point is that the energy companies are making �8.5


billion, how do you deal with that, where is the responsibility for


you? The most important thing can I do about the energy companies is to


make sure that people like Luciana are shopping around to get the best


possible deal. If we get, and you can go on to direct debit, that is


fine. Ofgem, the independent regulator calculated the sort of


savings that you showed on the film are typical. It is not working for


everyone? Have you tried to shop around? I have shopped around, and


I have gone on to the Internet, gone on to the calculator, and I am


on the best deal I can be. I have swapped two years ago from one


company to another. Are you looked this winter. Because they all


announced their tarrif increases now. They are fixes them for the


winter, this is a very good time to compare, and Ofgem says, people can


save �200 a year. What are you going to do, if people take every


measure they can, what will you be doing? We are simplifying bills, we


want to make it a lot easier for people to make that comparison. We


want much more competition in the market. We have already introduced


safeguards for consumers. For example, we are not allowing the


companies any more to do what they used to do, which is to put the


prices up and tell you. If they put the prices up they have to tell you


first, give you 30 days notice. If you decide to switch, they have to


do that within three weeks. We want to encourage more people to switch


and make it easier to do so. And we are getting tough through Ofgem,


the regulator, with any mis-selling through the companies. There have


been big fines for some companies for bad behaviour. You want to


eradicate fuel poverty by 2016, have you lost control of the


situation now, what are you doing for Luciana today, for Christmas.


Fuel poverty is on the up, it is increasing? The two key things you


can do right now, Luciana and anybody else in this position, one


is check you are on the cheapest tarrif right now. I have done and I


am. You said you changed two years ago. I keep on checking. The other


thing is your company will almost certainly, your energy company will


almost certainly have a deal on special insulation deal which will


help reduce your bill all together, by about �100 a year, simply


because of what they are offering in terms of cheap insulation. That


is short run, next year we have a major new programme coming in


called Green Deal, that will give real energy savings to people, and


businesses will come in, fit up your house, get your energy bill


down, and you will pay for that out of the saving on the energy bill.


That is one year down the line, what about now. This year we are


getting tough with the companies. Let Luciana have a final say? Are


you convinced and what about the �8.5 billion profit? You know when


you mentioned the companies are paying more money, wholesale prices


for the fuel. They are counting for an increase of 23% for electricity


and 40% for gas. On the figures it is still making a huge amount of


profit, when they increase their taxes or not and find them, they


will find a way of making consumers pay for that. We will have to leave


it there. Make sure it is a really competitive market, make sure they


have to fight for every penny. If it is a competitive market and they


are making money that is fair enough. We will see what impact the


recent fuel price increases have on poverty in the future. Thank you


very much for both of you. Now, from the burning debate about


fuel prices to something a touch lighter, earlier Angela asked if


you would pay 50p more per ticket if it meant speaking to a real


person at the cinema, we will tell you how you voted. The vote is


closed now, don't vote any mo, you will be charged but the vote won't


count. Full terms and conditions will be found on the website.


It is time for a quick round up of the news around That's Britain,


with your host, Nick Knowles. Hello, welcome, just time for a


couple of the top stories, one man unconcerned about the rise in


energy bills, has put up so many Christmas lights in his home he


can't boil a Celt. Mr Skinner has put up 200 light displays inside


and outside his home, inspired by the Blackpool Illumination, once


they are switched on there is no juice left for hot water and


anything else except the TV. You can't visit the house any more


because of stringent health and safety rules. If you hate the fact


that council officials can now hand out fixed penalty notices, like our


bin cops, and I do, worry no more. A Conservative MP has plan, Tory MP,


Jacob Rees-Mogg, last week called for all council officials with the


power to hand out fines to wear a distinctive uniform like this, it


is a bowler hat. Mr Rees-Mogg reckons if council officials wear


bowler hats, people can see them coming and people can Scarper


without getting a ticket. If you are wondering what constituency Mr


Rees-Mogg represents? It is the 1950s. That is the news from around


Britain. That might not work for the bin


cops, but they have a new weapon at the disposal, it is this, you over


there, man in the tweed, stop smoking, pick up your butts, pick


up your butts? That is the last thing we need is a rambler with a


megaphone. That has made my Christmas. It works for us, but


will it work on the streets of Britain?


Environmental enforcement officer has a new deputy, Becky Williams,


before they hit the streets some pointers. With a cigarette it has


five mints before going into the bin or on to the floor.


challenge, and it is making a difference to the town and


community. Quite excited actually. It is time to get moving. This


street, just scan people, get your eyes going up and down, checking


people pltd. Now the real thing, they are passed by a smoker,


issuing a ticket here can be straight forward. Pick your pace up


a bit. It should be on the deck. Where did that go. Craig misses the


drop. Even I missed that one. the impression he wanted to give


his new deputy. Unfortunately she won't be getting a ticket for that


one. He put his cigarette butt into the bin, hasn't he.


Bit of a shame, there we go. But it is not long before another smoker


is in sight. Excuse me. I'm an enforcement officer with the


council, that cigarette butt you threw there, that is littering, it


is an offence, this is a fixed penalty. The fine is �80, reduced


to �50 if it is paid within ten days, all right then, cheers, thank


you very much. Another infringement punished. How did the new deputy


did. It was a good spot, coming along, walking up the high street,


Becky has seen the gentleman coming towards us spoking. Again, just


using her observation skills. I had already seen him as well. So it was


a nice spot, backed up, witnessed by two officers, always good. It


makes stronger evidence if it is ever contested in court. Another


culprit caught and the start of a successful crime-busting


partnership. Cot gentleman on the Bevan who


dropped his cigarette butt take it up. The gentleman in the brown


jacket pick it up. They can see the ban, they know the


cameras are rotating and we are watching people. It is the, oh God,


they are here again, we have to behave ourselves. The van has a


fully rotating and zoomable camera mounted on the roof, with more


cameras on the side and back. Giving a 360 view of potential


offenders. For this operation, Paul has a new partner. I'm the voice on


the microphone. It is all about education, that is my role. It is


to just try to remind people to think, and to try to keep the city


tidy, it is as simple as that. should be the peak time for


activity, this is when all the office staff are coming out for the


dinner breaks. Sloppy eater any way, the moment of


madness, she's listening to her mobile phone conversation whilst


having the fag, guaranteed the brain isn't engaged. The cigarette


is more than likely going on the floor. No it didn't, she has seen


the bin. Most people seem to be getting the message. Good lad.


He stuck it out to the bin, credit to him, he has used it properly.


Now we will watch his girlfriend. No, she has gone for the bin, good


girl. I don't suppose it take as genius to know that the camera is


pointing at you. Eventhough the van is only a few feet away, these two


smokers seem totally oblivious. think there is a good likelihood


this guy will throw his cigarette butt on the floor. He's having a


nice pleasant chat with his mate, he's not really thinking about what


he's doing, he a's having a quiet fag and he won't think anything


about dropping a cigarette butt on the floor. He just dropped it, Anne.


Could the gentleman in the black jacket that has dropped the


cigarette end pick it up, please put it in the bin. Tell him who it


is, next to the guy with the hat on. Sat next to the guy with the striep


striped jumper, pick up the cigarette end please. He has done


what we asked him to do. He will have a good gripe out of it, have


the council got nothing better to do. At least the message has gone


out to him and other people that we are watching, and we will tell


people when they are acting inappropriately.


My idea of a perfect day, a van with a loud speaker. Last week a


Henley Business School study showed three quarters of us believed that


customer service in Britain is at its worst ever. We don't have to


sit back and look at advise, here to show us is our expert, Jasper


Griegson. Since Jasper came on the show last week we have been


inundated with requests for his help. Here is the first problem


from Joseph McCleary in -- Shaun McAleer? In August 2010 I bought a


brand new car from a main dealer. Soon after purchase the car


developed transmission problem, I have sense spent over 12 months in


dispute with the dealer and manufacturer over this fault. Some


work has been carried out under warantee, however the fault still


remains. At one point I was even advised to stop driving the car,


then the dealer and manufacturer changed their minds, and refuse to


co-operate with me any further, and are insisting the car is OK. Can


you help me out here, I don't know what more can I possibly do to get


my car repaired under warranty, and both the dealer and manufacturer


are refusing to co-operate with me. He doesn't know what else to do,


two parts of the same company shifting responsibility on to one


another, he has to get their attention? It is a brand new car,


the bickering between them is not his problem. It is their's. He has


to grab their intention, I'm a great believer of handing over the


hot potato to the company. In this case, I would send the piece of


equipment to the company concerned, the clutch, I'm not a mechanic, and


a few other bits to somebody else in the organisation. Why will that


work? If you get it through to somebody at the top of the


organisation, they will treat the complaint a bit differently. Who to


write to and how to find the name, go to the website, the boring bit


that gives the name to the directors, and ring up head office


and ask. They will say we can't tell you or reveal that information.


They can. Next up we have another problem to


solve with somebody in the audience, Sandra Pickett come up here.


What is your problem? Our local council are asking our children to


walk down a very unsafe route. is a different thing, dealing with


a company or companies, dealing with councils, we feel more


frightened taking on those bodies? We shouldn't be afraid, it is not a


commercial issue. You have to employ a bit of cunning, write to


somebody senior at the council, get the council leader involved, write


to maybe the person in charge of the department for transport. Get


your MP involved. This sounds to me more like a campaign than complaint,


you have to adopt a multiapproach to the problem, it is not just one


single strand. Your main concern is the safety element, it is not the


walking it is the fact that your son and other children are talking


on an unsafe route. What will you do? Also enlist the help of third


parties, get the police involved if you can. Health and Safety


Executive, get other people to buy into the idea that children's


safety is there. How will you tweak them and pull on their heartstrings.


One thing I have done is send them a drawing, by your children, pluck


on their heartstrings a bit. I have tried that with great effect. It


can work. You have got your children to do this. I have when


they are younger. Get the crayons out at home.


We always say Christmas is the time to help others, does it make us


more generous of spirit or too busy to lend a hand. Stanley Johnson has


been to Bradford to recruit some secret Santas.


This week I'm in Bradford, home of the reindeer Christmas parade, also


home to Santa's grotto, where every year children flock to meet Father


Christmas. But little do this group of local school kids and their


parents know, there is a problem. That's right, Father Christmas is


running late, rumour has it he has overdone the mince pies, I


personally blame his penchant for sherry. Our act stress's first


challenge is to ask -- actress's first challenge is to ask complete


strangers to dress up as Santas and wave to the kids. I will be


watching the action from behind the Chrimbo tree. Have you got one


minute? I haven't I have to go to work. Please will you stick the hat


and the beard on. There is the tiny little kids. Please. The kids have


now been waiting for over 15 minutes, Jennifer tries a new


tactic, getting the partners on side first. Excuse me I literally


need someone to put on a hat and a beard to wave at the kids, I have


the mums eyeballing me. Come on John. We are getting a shake of the


head. You have to go like that. finally got our first Santa,


reluctant John. Well done Jennifer. I'm really


sorry, I know you didn't really want to do this. He's looking good


in the Santa outfit a few more mince pies and he could pass for


the real thing. Can you do a ho ho ho. Go on, do it. Ho ho ho. Don't


laugh after it, do it again. Ho ho ho. And give a wave. After the


quick Santa lesson, it is time to meet the kids. Say hello Santa.


Merry Christmas. The kids are ecstatic, he's really convincing


him. Back in a minute kids. Success, and it wasn't just John happy to ho


ho ho, Tom, Glenn, Ben and Stuart went for it too. Give me a ho ho ho.


Jool ho ho ho. Who is ready for Christmas! Can't hear you? And now


we want our tree tend Santa to fill -- our pretend Santa to fill in for


the late Santa and meet the kids in the grat toe. Can you speak to one


kid? Just one. Can you go ho ho ho. A lot of them have already been in.


I can't do this. You can, pleats, please, please. I'm going now.


not going ahead with this. I have done my bit now, you said just wave


and I did. It was all a bit much for Santa John, but Santa Ben is


one round. See, look they believe you. Just one. One child. He stays


put for the kids. You might say she has her claws


into Santa. That's it, the first child and parent is going in.


Christmas little boy, what is your name? Rhys, have you been a good


boy this year.'S Doing a first rate job. I think you deserve a little


present as well. Thank you Santa. He's playing the


role well, and this kid believes he's met the real Santa. Will our


Santa agree to see more than one child? Two, three, four, that's


five, amazingly, our other three Santas, also played the role for


more than 20 minutes. What's your name? Hello, I'm Santa. Do you want


a surprise. Can we do that. What would you like me to bring you


Christmas Eve. Until the whole class got to see Santa. Well, the


kids are happy, Santa has come to town well and truly several times,


Christmas wishes have been granted. Stanley's here with one of his


stand-in Santas. Stuart why did you decide to join in? After I realised


it weren't a joke, I thought why not step in and make somebody happy.


I reckon, not only with this film, you have proven that Britain is a


great and warm and cuddly and helpful place to be? It really is


so, particularly up north. That is where we have been, I want to move


up north. Is there a chance that have? I had four years in Oxford, a


bit further north now. I don't think Oxford is up north! People


will band together and help each other out in extremes? As far as


I'm concerned this has been the most uplifting experience I have


had for a long, long time. I'm very pleased. Ladies and gentlemen,


let's hear it for Stanley and Santa Stuart!


These days when the cashpoint says there are insufficient funds


available, you don't know if it is you or the bank itself. Who keeps


the cash in the machines and our pockets, time to meet another


hidden hero! Ron moves van loads of cash around Britain daily. My job


is to make sure that ATMs are supplied with cash. Millions upon


millions go out of here every week, keeping ATMs in the London area


supplied. Ron's staff, not identified to protect them from


possible kidnap or violence, start by sorting the money and preparing


it for delivering. We process all the �10, �20 and importantly, the


�5 notes in the ATM, they are loaded into cassettes and secure


vans and taken off to be put into the ATMs. Three quarters of a


billion pounds are on the roads every day. Without it, Britain's


economy would grind to a halt. When vans leave the warehouse on a cash


run, Ron's first priority is the security of his staff. We have to


protect our staff and the cash that our staff carry for us. Our people


here in the control room can see that van, they can track it all the


time. They can detect any threat to the van whatsoever. It is while


dropping off cash to ATMs that his security team are at their most


vulnerable. It is one of Britain's most dangerous jobs, with 15


attacks every week. Today everything runs smoothly and


the British public can continue to get access to their money. Some


people would say working in hospitals vital, some people would


say working in the fire brigade is vital, I see the service we provide


as being as vital as any of those public services. It gives me,


personally, a huge boost, to get up every morning, knowing I'm doing


something important. That is what keeps me going.


Earlier we asked whether or not you would be willing to pay an extra


50p for your cinema ticket if it meant you could speak to a human


being while buying it. Do you think you pulled it off? It will be


interesting to see what people think. It is a smoke screen to say


we will charge you an extra 50p, they charge you for going on the


telephone and doing your thing. If the people I spoke to at their


lovely cinema are anything to go by, people would rather have a human


being than machine. Let's see if the great British public agree?


Resounding. Unbelievable.


Well done. You know I actually said I will eat my hat, I will have to


eat that bowler hat. Thank you very much. It is official the majority


who voted would be prepared to pay an extra 50p to have someone to


talk to. You couldn't have expected that? I'm afraid I did, because I


know that the thing that really annoys people and makes them think


they are not getting good customer service, is they get a wretched


machine rather than a human being and can get an answer who can deal


with their query and question in a matter of seconds, rather than


being minutes on a telephone. you to everyone who voted and


thanks so much to the lovely Angela Rippon.


Quickly, we will have a quick look at the change and see the quiz.


Let's have a look and see what is the change, wind turbines, what is


the matter with people. Still not festive. A couple of people have


complained, kids, interestingly enough, the average person has told


off their child by 11.07 on Christmas day. Sprouts and


Christmas shopping. That is it for night, and the series, thanks to


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