0:00:03 > 0:00:05From waste and recycling
0:00:05 > 0:00:08to pest control and trading standards.
0:00:08 > 0:00:11The taxes that we pay to our local councils
0:00:11 > 0:00:15are used to provide many of our most essential services.
0:00:15 > 0:00:18I like people who are keen to recycle.
0:00:18 > 0:00:21In this series, we follow the front line staff
0:00:21 > 0:00:24working behind the walls of Tameside Town hall in Greater Manchester.
0:00:26 > 0:00:29Like council officers across the country,
0:00:29 > 0:00:33these local heroes are waging war on those blighting our communities.
0:00:33 > 0:00:37Oi, oi! Excuse me, love, you can't do that.
0:00:37 > 0:00:39They're protecting us from hidden dangers...
0:00:39 > 0:00:43If there's rodent activity in your kitchen, you won't be opening tonight. It's that simple.
0:00:43 > 0:00:46..making sure our cash is spent on those who need it most...
0:00:46 > 0:00:49I'm at a loose end. I do not know where to turn.
0:00:49 > 0:00:53..and responding to their residents when they Call The Council.
0:01:00 > 0:01:02Coming up:
0:01:02 > 0:01:05The Council are forced to stage a clean-up of rotting rubbish
0:01:05 > 0:01:07blighting a neighbourhood...
0:01:07 > 0:01:10There was loads of stuff that was sufficient to attract vermin.
0:01:10 > 0:01:13..wage a war on cockroaches...
0:01:13 > 0:01:16That there is all the faeces of cockroaches.
0:01:16 > 0:01:21..help two young food business operators make the best possible starts...
0:01:21 > 0:01:23If you are a bit unsure about something give me a ring
0:01:23 > 0:01:25and I'll pop in and go through it with you
0:01:25 > 0:01:28and make sure you know exactly what you need to fill in.
0:01:28 > 0:01:31..and help a homeowner get a peaceful night's sleep
0:01:31 > 0:01:33when she calls the council.
0:01:33 > 0:01:37When the lights are on, it's reminiscent of runway lights.
0:01:37 > 0:01:40Some day an aircraft might come down.
0:01:50 > 0:01:55The United Kingdom's 433 local authorities are the heartbeat
0:01:55 > 0:01:58of the country, keeping homes and businesses running,
0:01:58 > 0:02:02chasing down rogue traders and protecting public money.
0:02:03 > 0:02:07East of Manchester, Tameside Council is determined to deliver
0:02:07 > 0:02:11the best possible service for and on behalf of each and every resident.
0:02:11 > 0:02:14On the front line of public protection
0:02:14 > 0:02:16stand enforcement officers like Phil Rodgers.
0:02:16 > 0:02:18Nobody likes to be told what to do.
0:02:18 > 0:02:21I think the British people in general have
0:02:21 > 0:02:23a reticence about people telling them what to do.
0:02:23 > 0:02:26But I'm not the overbearing, big, bad man from the council,
0:02:26 > 0:02:29although sometimes that has to be the case
0:02:29 > 0:02:32in order to get people to comply with what you want them to do.
0:02:34 > 0:02:37Today, Phil's been alerted to a house
0:02:37 > 0:02:40with a drive full of festering waste.
0:02:40 > 0:02:43On this particular occasion I was conducting an inspection of
0:02:43 > 0:02:48the property next door and I noticed as I walked past
0:02:48 > 0:02:51the property that there was a large collection of refuse in there.
0:02:51 > 0:02:54I took some photographs of it and I wrote a letter
0:02:54 > 0:02:58to the individuals at the property,
0:02:58 > 0:03:02asking them to dispose of this accumulation of rubbish.
0:03:02 > 0:03:05It's not been collected, they've not been disposed of,
0:03:05 > 0:03:07so I am going to make a legal demand
0:03:07 > 0:03:10that they move them by the issuing of a legal notice.
0:03:12 > 0:03:15Poorly managed waste poses a risk to public health.
0:03:15 > 0:03:18If left to fester it becomes toxic
0:03:18 > 0:03:21and a breeding ground for disease-ridden rodents
0:03:21 > 0:03:25and illnesses like salmonella, E.coli and deadly listeria.
0:03:25 > 0:03:29If you feel your community is being blighted by dangerous waste,
0:03:29 > 0:03:31you could call council officers like Phil
0:03:31 > 0:03:34and fellow enforcement officer Louise Ashton.
0:03:36 > 0:03:38After trying and failing to contact the homeowner,
0:03:38 > 0:03:42Phil and Louise are en-route to hand deliver the notices
0:03:42 > 0:03:43and, if anyone's home,
0:03:43 > 0:03:47ask them to clear the waste as quickly as possible.
0:03:47 > 0:03:49There are human issues at stake here
0:03:49 > 0:03:51and so me and my colleague Louise are going to
0:03:51 > 0:03:54attempt to at least make contact with the owner of the house
0:03:54 > 0:03:56and see if we can resolve the situation
0:03:56 > 0:03:58before it becomes necessary for us to take legal action.
0:04:00 > 0:04:03The purpose of this visit is to deliver notices primarily.
0:04:03 > 0:04:06- Yes.- If we can speak to the owner,
0:04:06 > 0:04:09and try and get access to the property while we are here,
0:04:09 > 0:04:13and see if there is anything that we might be able to assist them with.
0:04:13 > 0:04:15- Shall we dance?- Yes.
0:04:17 > 0:04:20But it's only as the officers arrive
0:04:20 > 0:04:22that the full scale of the problem surfaces.
0:04:22 > 0:04:26There was lots and lots of black bin bags full of household rubbish
0:04:26 > 0:04:29of all denominations and sorts and sizes.
0:04:29 > 0:04:33Bedding, bed sheets, duvets, covers.
0:04:33 > 0:04:36There was used kitty litter in bags.
0:04:36 > 0:04:39Just loads of stuff that was sufficient to attract vermin.
0:04:45 > 0:04:47No.
0:04:47 > 0:04:49- No.- It doesn't look like anybody's in.
0:04:51 > 0:04:53'There was no answer to the door when we went, unfortunately,'
0:04:53 > 0:04:56and therefore we were sort of compelled to act
0:04:56 > 0:04:59from that point forward to get rid of it.
0:05:00 > 0:05:02Onward.
0:05:02 > 0:05:07It's a good job you've got me to pick these things up.
0:05:07 > 0:05:11Coming up, Phil calls in the council cavalry
0:05:11 > 0:05:13to clear the dirty drive.
0:05:13 > 0:05:16How many duvets? That must be about 30 duvets!
0:05:28 > 0:05:32Phil and Louise are just two of the UK's dedicated council officers
0:05:32 > 0:05:33battling on our behalf.
0:05:33 > 0:05:36They're joined by thousands of others nationwide
0:05:36 > 0:05:40whose numbers include pest control officers like Brian Whelan.
0:05:40 > 0:05:44Their mission is to keep pests like rats, cockroaches and pigeons
0:05:44 > 0:05:48under control and stop the spread of the diseases they carry.
0:05:49 > 0:05:54We share the UK with an estimated 18 million feral pigeons
0:05:54 > 0:05:58that can spread diseases like salmonella and tuberculosis.
0:05:58 > 0:06:01Their droppings deface buildings and structures
0:06:01 > 0:06:03and can in the long term destroy them.
0:06:03 > 0:06:08They also make pavements, ladders and fire escapes dangerous to use.
0:06:08 > 0:06:10Combined deposits weigh several tonnes
0:06:10 > 0:06:14and cost us £15 million a year to clear up.
0:06:15 > 0:06:19In Tameside after calls from concerned market traders,
0:06:19 > 0:06:22Brian's been waging war against the local pigeon population
0:06:22 > 0:06:25whose droppings have been blighting the market square.
0:06:25 > 0:06:27I know it's not a pleasant job,
0:06:27 > 0:06:30but someone has to do it unfortunately.
0:06:30 > 0:06:32By killing the pigeons lured into his traps
0:06:32 > 0:06:36and erecting signs to stop people encouraging them into the area by
0:06:36 > 0:06:39feeding them, Brian is campaigning hard to bring their numbers down.
0:06:39 > 0:06:41Can't get any plainer than that, can you?
0:06:41 > 0:06:44Please do not feed pigeons.
0:06:46 > 0:06:49The new signs have been in place for several weeks and now
0:06:49 > 0:06:53Brian's back to inspect his traps on the roof of the market hall.
0:06:54 > 0:06:57Jack of all trades, master of none.
0:06:58 > 0:07:03I probably took out about 3,500, 4,000 pigeons.
0:07:03 > 0:07:05in four, five years. That's not bad. Not bad going.
0:07:09 > 0:07:13No pigeons in the traps is a bad sign.
0:07:13 > 0:07:15It means the birds are still present in the market square,
0:07:15 > 0:07:20which in turn indicates that they're still being provided with food.
0:07:25 > 0:07:27The numbers have come down now
0:07:27 > 0:07:30because we've been catching anything up to 20,
0:07:30 > 0:07:34some days four, some days 20, some days 30 in the traps.
0:07:34 > 0:07:37So they've come down, there's only about 30 left there.
0:07:37 > 0:07:41I'd like to say that the signs are working but unfortunately I think
0:07:41 > 0:07:44there are still people feeding them and getting away with it.
0:07:44 > 0:07:47To keep the pigeons away from the area and keep the monuments and
0:07:47 > 0:07:50seating area clear of pigeon waste the council have introduced
0:07:50 > 0:07:53on-the-spot fines of £75 for culprits
0:07:53 > 0:07:55if they're caught feeding them.
0:07:55 > 0:07:58But it seems, even with the threat of a fine,
0:07:58 > 0:08:01some locals are determined to disobey the council.
0:08:02 > 0:08:05I've just been tipped off about a guy that's feeding the pigeons
0:08:05 > 0:08:08and the town management has had a word with him and he's ignored them
0:08:08 > 0:08:11so I'm going to try and get hold of him
0:08:11 > 0:08:13and catch him in the act now and explain to him
0:08:13 > 0:08:17the reason why we don't want him feeding the birds, so...
0:08:17 > 0:08:19hopefully we'll catch him in the act.
0:08:22 > 0:08:24They are now chucking it down on the right-hand side.
0:08:24 > 0:08:27'When we were going up to approach him,'
0:08:27 > 0:08:30he sort of had his hands down the side
0:08:30 > 0:08:34and he's walking as if he was just sort of shaking it down.
0:08:34 > 0:08:36'It just looked so wrong!'
0:08:36 > 0:08:38You can't do that round here. No.
0:08:38 > 0:08:41Stop doing it. There are signs over there that say do not feed the birds
0:08:41 > 0:08:42or anything like that.
0:08:42 > 0:08:44He was just bemused about it.
0:08:44 > 0:08:46He thought he was doing right.
0:08:46 > 0:08:49All you're doing is encouraging them to come down here,
0:08:49 > 0:08:51then I'm putting traps on and necking them.
0:08:51 > 0:08:53It doesn't make any odds, mate, they get plenty of food.
0:08:53 > 0:08:57No, what's happening is they're going underneath these stalls
0:08:57 > 0:08:58and cacking all over people's goods
0:08:58 > 0:09:01so the traders aren't happy about it neither, mate.
0:09:01 > 0:09:04You keep feeding them, you are just encouraging them.
0:09:04 > 0:09:07It's not against any law, mate. You can't feed them.
0:09:07 > 0:09:10No, but we can catch them and have them removed out of the way.
0:09:10 > 0:09:12You are feeding them and encouraging them to come down here
0:09:12 > 0:09:15and what will happen is you will start getting fined.
0:09:15 > 0:09:18So if you are happy to pay £75 fine every time you feed a bird,
0:09:18 > 0:09:20mate, that's fine by me. All right?
0:09:20 > 0:09:22So, jack it in, yeah?
0:09:30 > 0:09:32What they've got to realise is
0:09:32 > 0:09:34there's poor people who are at food stalls,
0:09:34 > 0:09:36people sat there eating food and everything
0:09:36 > 0:09:39and you've got these starlings and pigeons flying all around the place.
0:09:39 > 0:09:41I would want to eat here, you know what I mean?
0:09:41 > 0:09:43At the end of the day they are trying to do a trade.
0:09:43 > 0:09:46Then you've got traders there that have them flying underneath
0:09:46 > 0:09:48the market stalls and pooing on their goods.
0:09:48 > 0:09:49So it's not fair for them.
0:09:49 > 0:09:52And sometimes the only way to stop it is come down on people.
0:09:52 > 0:09:56And give them fines, and make them pay the fines,
0:09:56 > 0:09:58and then they'll stop doing it.
0:09:58 > 0:10:00I'm sure if I got a £70 fine,
0:10:00 > 0:10:02I'm sure I wouldn't feed a pigeon or bird.
0:10:02 > 0:10:04Not worth it for the price.
0:10:06 > 0:10:09With the bit between his teeth, this is one battle that this
0:10:09 > 0:10:11hard working council hero is determined to win.
0:10:20 > 0:10:23A key weapon in almost every local council's armoury
0:10:23 > 0:10:25is its Trading Standards team.
0:10:25 > 0:10:28They're charged with protecting us from rogue traders
0:10:28 > 0:10:30whatever business they're in.
0:10:30 > 0:10:33A recent study found that over 60% of us
0:10:33 > 0:10:35have been targeted by dodgy dealers.
0:10:35 > 0:10:38And the work of our council's Trading Standards teams
0:10:38 > 0:10:42directly saves us around £350 million every year.
0:10:43 > 0:10:46So while many of the council's investigations
0:10:46 > 0:10:48are motivated by a resident's complaint,
0:10:48 > 0:10:51an important scheme exists to help us avoid
0:10:51 > 0:10:54falling into the trap of using a rogue trader in the first place.
0:10:54 > 0:10:58We're getting a lot of complaints for your rogue traders,
0:10:58 > 0:11:02so, them going visiting the elderly, the vulnerable people
0:11:02 > 0:11:07in Tameside, going quoting from jobs and using scare tactics
0:11:07 > 0:11:09and getting them to pay extortionate prices
0:11:09 > 0:11:11and either not having the work carried out
0:11:11 > 0:11:13or being carried out very poorly.
0:11:13 > 0:11:16Across the country 53 local authorities operate
0:11:16 > 0:11:19the Buy With Confidence Scheme.
0:11:19 > 0:11:21The scheme's designed to provide us consumers
0:11:21 > 0:11:25with a list of trustworthy businesses and tradespeople
0:11:25 > 0:11:26that have been vetted and approved
0:11:26 > 0:11:30by Trading Standards officers like Nicola Briers.
0:11:30 > 0:11:32We found the Buy With Confidence Scheme, and we decided to adopt it.
0:11:32 > 0:11:36The idea was, was to maybe have 20 traders of different...
0:11:36 > 0:11:39You know, an electrician, plumber and that kind of thing
0:11:39 > 0:11:42and to approve them and just to give it out to our elderly
0:11:42 > 0:11:45and vulnerable residents and it just got more and more popular
0:11:45 > 0:11:46and everybody wanted it,
0:11:46 > 0:11:49it wasn't just the elderly that wanted this kind of list.
0:11:49 > 0:11:52Just general members of the public found it really useful
0:11:52 > 0:11:54and it's just grown from there, really.
0:11:56 > 0:11:58Vacuum sales and repair man Christopher Duffy
0:11:58 > 0:12:00is keen to be added to the approved list
0:12:00 > 0:12:03so he's called the council to apply.
0:12:03 > 0:12:05It's a brilliant scheme.
0:12:05 > 0:12:09They vet you that much and you have got to be established so many years.
0:12:09 > 0:12:10It stops dodgy traders.
0:12:10 > 0:12:13And it gives people the confidence who want to get, say,
0:12:13 > 0:12:15a domestic appliance repair,
0:12:15 > 0:12:17gives them confidence that they are getting
0:12:17 > 0:12:19the right person to do the job.
0:12:19 > 0:12:22Membership of the scheme is not granted lightly.
0:12:22 > 0:12:25Nicola is happy with Christopher's complaints history
0:12:25 > 0:12:28and customer references but is concerned about
0:12:28 > 0:12:30a potential anomaly in his business records.
0:12:33 > 0:12:35The only couple of things I wanted to check with you -
0:12:35 > 0:12:38I couldn't find your VAT number on the website,
0:12:38 > 0:12:40so that needs to go on unless I missed it...
0:12:40 > 0:12:43- I thought we had to put it up there.- Yes.
0:12:43 > 0:12:46I couldn't see it on the website, unless I wasn't looking properly.
0:12:46 > 0:12:48Terms and conditions I couldn't find it.
0:12:48 > 0:12:51Joining the Buy With Confidence scheme, I think it will increase
0:12:51 > 0:12:54my business but it will give my customers
0:12:54 > 0:12:57a bit more confidence to call me out,
0:12:57 > 0:13:01or to buy stuff or to bring repairs in here.
0:13:01 > 0:13:03Obviously we've had people on the scheme that
0:13:03 > 0:13:06we've had to take off, you know, that if we do get complaints
0:13:06 > 0:13:09about them then we will remove them from the scheme
0:13:09 > 0:13:12so it is, there is a trust element there, that I'm trusting them
0:13:12 > 0:13:15that they are going to do a really good job and that's
0:13:15 > 0:13:18what I try to sort of drum in to them when I go and see them.
0:13:18 > 0:13:22Nicola also has to check that all communication
0:13:22 > 0:13:25with his customers includes his full business details,
0:13:25 > 0:13:28and his stall meets health and safety regulations.
0:13:28 > 0:13:32If Ann has an accident, I tell her to write it down
0:13:32 > 0:13:35- but I don't take any notice. - See, I can't shut this.
0:13:35 > 0:13:38- No, you can't shut it, it's that full, isn't it?- Yes.
0:13:38 > 0:13:41- At least you've got one. - Have you got one, Dave?- Oh, you see!
0:13:41 > 0:13:44- So I'm happy to put you on. - Oh, good.
0:13:44 > 0:13:48Obviously we need to make sure them points are addressed
0:13:48 > 0:13:51and everything's made so I will be checking up on you,
0:13:51 > 0:13:54making sure that they are changed and everything and then you got...
0:13:54 > 0:13:56- even got some pens and a bag. - Great stuff!
0:13:56 > 0:13:58Yeah, we got loads of pens here.
0:13:58 > 0:14:00- We'll never be short of pens. - We are well happy now.
0:14:00 > 0:14:04The Buy With Confidence Scheme is being adopted
0:14:04 > 0:14:06by an increasing number of councils in the UK
0:14:06 > 0:14:09so if you want to find a safe, pre-approved trader,
0:14:09 > 0:14:11simply call your council.
0:14:15 > 0:14:18From Trading Standards to waste management,
0:14:18 > 0:14:21the demands we place on our local councils
0:14:21 > 0:14:24for the vital services they provide never stops.
0:14:24 > 0:14:26Of course.
0:14:26 > 0:14:28I can help with that.
0:14:28 > 0:14:31But faced with cuts to their budgets by central government,
0:14:31 > 0:14:33councils across the country are being forced
0:14:33 > 0:14:36to make difficult decisions about their services.
0:14:36 > 0:14:41It's staff in council call centres and receptions nationwide
0:14:41 > 0:14:43that are the first to respond when we call to complain.
0:14:43 > 0:14:46I don't think sometimes people appreciate
0:14:46 > 0:14:48the pressure that's on councils now.
0:14:48 > 0:14:50Sometimes, the services just can't run
0:14:50 > 0:14:52how people are used to them being run.
0:14:52 > 0:14:54Usually they want things doing
0:14:54 > 0:14:57and they want things doing now, as they say.
0:14:57 > 0:14:59With the current climate you do get
0:14:59 > 0:15:01some people who are very upset.
0:15:01 > 0:15:03You get some people who are in hardship.
0:15:03 > 0:15:06You get people that can be abusive.
0:15:06 > 0:15:08It's always our fault, obviously,
0:15:08 > 0:15:10but that's just...
0:15:10 > 0:15:12That's just what we have to deal with.
0:15:12 > 0:15:15You've just got to calm them down. Fingers crossed it gets dealt with
0:15:15 > 0:15:18and then we don't see them again in two weeks' time.
0:15:26 > 0:15:28Against the background of cuts,
0:15:28 > 0:15:31pest control officers like Brian Whelan
0:15:31 > 0:15:34battle on when their residents call the council.
0:15:34 > 0:15:36He's en route to get rid of some unwanted insects
0:15:36 > 0:15:38that have moved into someone's flat.
0:15:40 > 0:15:41We're just off to a job now.
0:15:41 > 0:15:44This gentleman's got cockroaches in his flat.
0:15:44 > 0:15:47And we are going to treat it again.
0:15:47 > 0:15:50There's quite a lot last time I was there,
0:15:50 > 0:15:53so I'm hoping they've come down in numbers.
0:15:53 > 0:15:57Having tried and failed once to remove the roaches,
0:15:57 > 0:15:59Brian's been called back by the flat owner
0:15:59 > 0:16:02because he wants them exterminated once and for all.
0:16:02 > 0:16:04I never think, "Oh, God, it's another rat job," or,
0:16:04 > 0:16:07"Oh, God, it's another cockroach." It never is, you know?
0:16:07 > 0:16:09It's something different all the time.
0:16:09 > 0:16:11I think if you look on it on that aspect,
0:16:11 > 0:16:13you know, then you'll stay with a blank mind
0:16:13 > 0:16:16and it's a blank canvas then when you go in,
0:16:16 > 0:16:18and you can actually go in and assess the job,
0:16:18 > 0:16:21realise what you're going to do, what bait you're going to use,
0:16:21 > 0:16:23where you're going to put it and everything.
0:16:23 > 0:16:27Cockroaches carry many diseases including salmonella,
0:16:27 > 0:16:31E.coli, Hepatitis E, diarrhoea and dysentery.
0:16:31 > 0:16:35Their shed skins and by-products have even been found to cause
0:16:35 > 0:16:37increased rates of asthma and allergies.
0:16:37 > 0:16:40They have a reputation for being indestructible
0:16:40 > 0:16:42but Brian's feeling bullish.
0:16:42 > 0:16:45Every pest you can get control of it.
0:16:45 > 0:16:49Er...it's just the fact that some take a little bit longer.
0:16:49 > 0:16:51Some aren't as quick at getting rid of them
0:16:51 > 0:16:53and it's just one of them things.
0:16:55 > 0:16:57This is one of the applicants we're going to use.
0:16:57 > 0:17:00It's a feed, it's the bait. It's a source that they feed off
0:17:00 > 0:17:02and then take it back and feed the young and everything.
0:17:02 > 0:17:05This is an insecticide spray. I'm just going to have a look
0:17:05 > 0:17:07and see what it's like, see how bad it is.
0:17:07 > 0:17:10Cockroaches don't wait to be invited into our homes.
0:17:10 > 0:17:13They'll access through any open cracks or crevices
0:17:13 > 0:17:16before living and breeding in dark, warm spaces
0:17:16 > 0:17:18like those behind fridges.
0:17:18 > 0:17:20See them on the floor?
0:17:20 > 0:17:22There's one running here now.
0:17:25 > 0:17:27That there...
0:17:27 > 0:17:30and that is all the faeces of the cockroaches.
0:17:30 > 0:17:33The reason why they tend to go for these backs of fridges
0:17:33 > 0:17:35and motors is these are insulated
0:17:35 > 0:17:38and also they've got the warmth of the motor so you've got the heat
0:17:38 > 0:17:41rising all the time so it's nice and warm for them for breeding in.
0:17:41 > 0:17:44I can't spray with an insecticide. The simple reason is
0:17:44 > 0:17:47it's electrical and there's every chance of it blowing up
0:17:47 > 0:17:49so we always use a gel,
0:17:49 > 0:17:55but we do have powders, but this stuff is absolutely fantastic.
0:17:57 > 0:18:01As well as gels and insecticides like Brian's, to rid your home
0:18:01 > 0:18:05of roaches you need to do a thorough clean-up to remove any sources
0:18:05 > 0:18:09of food, water and excessive clutter that cockroaches love to live in.
0:18:10 > 0:18:12Last time I pulled it out they just ran everywhere,
0:18:12 > 0:18:15absolutely went everywhere. Today we've pulled it out,
0:18:15 > 0:18:16there's about three or four of them.
0:18:16 > 0:18:19There's a lot of babies knocking about but that's what you want
0:18:19 > 0:18:21cos you're killing the adults, they are not going back feeding,
0:18:21 > 0:18:24then the babies will come looking for food so the poison works.
0:18:24 > 0:18:28It also helps to have a little bit of experience.
0:18:28 > 0:18:29It's all right, you know,
0:18:29 > 0:18:32doing all your book exercises and doing everything in a classroom.
0:18:32 > 0:18:33but until you actually come out
0:18:33 > 0:18:36and start doing the jobs on a regular basis,
0:18:36 > 0:18:39that's when you start getting a feel for it and start knowing things.
0:18:39 > 0:18:41Obviously you need your qualifications that are there
0:18:41 > 0:18:44and everything but, at the same time,
0:18:44 > 0:18:46experience is better than anything.
0:18:48 > 0:18:51Gel laid, Brian's job is done.
0:18:51 > 0:18:54The poison will get to work and the resident should soon see
0:18:54 > 0:18:56and end to his infestation.
0:18:56 > 0:19:00No matter how bad that particular customer makes it sound,
0:19:00 > 0:19:03when you go to it and see it, I mean, you do think,
0:19:03 > 0:19:07"God, this is bad," but you've got every confidence in the stuff that
0:19:07 > 0:19:11you use and everything, you know that you will get it under control.
0:19:18 > 0:19:22The primary priorities of our country's unsung council heroes
0:19:22 > 0:19:25are protecting the public and serving their communities.
0:19:25 > 0:19:28Sometimes this means putting themselves on the line
0:19:28 > 0:19:30for the greater good.
0:19:30 > 0:19:33A number of years ago, we were involved in cleaning up
0:19:33 > 0:19:37a dirty house. The occupier turned from being
0:19:37 > 0:19:40a reasonable person into an angry person
0:19:40 > 0:19:44and came up the stairs towards us with an axe and a hammer.
0:19:44 > 0:19:48I have been thrown out of a Chinese takeaway.
0:19:48 > 0:19:51I felt I was doing my job but I could sense
0:19:51 > 0:19:55that the owner was becoming increasingly annoyed with me
0:19:55 > 0:19:57and then he actually just lost his temper
0:19:57 > 0:20:01and he exploded and he ran me out of the business.
0:20:07 > 0:20:12Today, enforcement officer Phil Rodgers is risking the wrath
0:20:12 > 0:20:14of another Tameside resident.
0:20:14 > 0:20:17He's already written to the owner of this private driveway
0:20:17 > 0:20:20to demand the removal of rotting and potentially harmful rubbish.
0:20:23 > 0:20:25But having received no response,
0:20:25 > 0:20:29Phil and the council cavalry are taking matters into their own hands
0:20:29 > 0:20:32by stepping onto the property and clearing up the mess.
0:20:33 > 0:20:35- What do you reckon? - A couple of hours.
0:20:36 > 0:20:38The bin men will now do the work
0:20:38 > 0:20:40that should have been the homeowner's job.
0:20:43 > 0:20:46I'd be reasonably happy if we could get rid of most of the bags
0:20:46 > 0:20:47with all the food waste in.
0:20:47 > 0:20:50The old wooden furniture and plastic and stuff can stay
0:20:50 > 0:20:53because that doesn't represent a vermin problem.
0:20:57 > 0:20:59That'll go to the local tip.
0:20:59 > 0:21:02The proper tip where it should have gone in the first place.
0:21:04 > 0:21:07How many duvets is it? It must be about 30 duvets!
0:21:10 > 0:21:12Hope that wasn't a Ming vase!
0:21:12 > 0:21:15More like a minging vase!
0:21:19 > 0:21:20You could live in here now, couldn't you?
0:21:22 > 0:21:25Drive cleared and public health risk removed,
0:21:25 > 0:21:30the clean up bill of nearly £200 will be sent to the homeowners.
0:21:35 > 0:21:38As night falls in Tameside, most residents retreat
0:21:38 > 0:21:42to the comfort of their homes, but like many of his council colleagues
0:21:42 > 0:21:47nationwide, enforcement officer Phil Rodgers is still hard at work.
0:21:47 > 0:21:50He's responding to a call to the council from a sleep-deprived resident.
0:21:53 > 0:21:56I've had a complaint about some electrical light pollution
0:21:56 > 0:22:01from the back of one of the superstores
0:22:01 > 0:22:04so I'm just going to witness what she's experiencing
0:22:04 > 0:22:07to see if she's got a reasonable complaint.
0:22:08 > 0:22:12Anne Robinson says she's suffering from sleepless nights
0:22:12 > 0:22:14because a nearby supermarket's lights
0:22:14 > 0:22:16are shining directly into her bedroom.
0:22:19 > 0:22:21When the lights are on it disturbs my sleep.
0:22:21 > 0:22:24It's reminiscent of a runway lights.
0:22:27 > 0:22:30And as we are under the flight path,
0:22:30 > 0:22:34someday an aircraft might come down.
0:22:34 > 0:22:36Down Great Norbury Street.
0:22:41 > 0:22:45As the UK's population increases so does light pollution.
0:22:48 > 0:22:53Today less than 10% of us enjoy a truly dark sky at night.
0:22:53 > 0:22:57With 7.5 million street lights lining our roads
0:22:57 > 0:23:00and floodlit warehouses operating around the clock,
0:23:00 > 0:23:03neighbouring properties like Anne's are increasingly affected.
0:23:08 > 0:23:13It's these white lights I think that she's complaining about.
0:23:13 > 0:23:14Um...
0:23:14 > 0:23:17So we'll have a wander around the front of the store and just see,
0:23:17 > 0:23:20see in comparison to the street lights, how much brighter they are.
0:23:22 > 0:23:25See, the problem we have with lighting is that a lot of the time
0:23:25 > 0:23:28it's not directed in the right way.
0:23:28 > 0:23:32So, if they wanted to light up the area surrounding the store
0:23:32 > 0:23:35without affecting the nearby properties they really should
0:23:35 > 0:23:38have a shield on the top, directing the light in a downward direction.
0:23:40 > 0:23:43So we'll go and speak to her and see if we can find out
0:23:43 > 0:23:45exactly what it is that's causing the problem.
0:23:46 > 0:23:49If the light pollution is deemed excessive
0:23:49 > 0:23:52and a therefore a legal nuisance, the council has the power
0:23:52 > 0:23:55to demand that the lights are covered, restricted or removed.
0:23:55 > 0:24:01Failure to comply could lead to fines of up to £50,000.
0:24:04 > 0:24:07Is it Mrs Robinson? It's Mr Hodges from Tameside.
0:24:07 > 0:24:10- Can we come in and have a quick chat?- Yes, you can.- Thank you.
0:24:13 > 0:24:16Right, Mrs Robinson, what I want you to do is for you to show me
0:24:16 > 0:24:19- how it's causing you a problem. - Yes, right.
0:24:19 > 0:24:21- So, is it causing your problem here, in your front room?- No. No.
0:24:21 > 0:24:23- Is it in your bedroom? - It's upstairs.
0:24:23 > 0:24:25- Are you OK to show me upstairs? - Yes.
0:24:27 > 0:24:30It just so happens you're right on a level with them, isn't it?
0:24:30 > 0:24:32That's right. They are on from four...
0:24:32 > 0:24:35- Is that the time they come on?- Until about nine o'clock in the morning.
0:24:35 > 0:24:36I'll just put the lights on.
0:24:36 > 0:24:40Right, what I intend to do is I will seek to speak to
0:24:40 > 0:24:42whoever has control over those lights
0:24:42 > 0:24:45and find out what their exact purpose is.
0:24:45 > 0:24:47Anne's spoken to the supermarket staff
0:24:47 > 0:24:50but didn't achieve the desired effect.
0:24:50 > 0:24:54Well, when I first went to see the manager...
0:24:54 > 0:24:58- Right.- ..he said, "Oh, I'll look into it."- Right.
0:24:58 > 0:25:01And, for a while they turned some of the...
0:25:01 > 0:25:05they turned the bottom lights off.
0:25:05 > 0:25:06the ones up to the shed.
0:25:06 > 0:25:09- At the bottom end? That doesn't affect you, does it?- No!
0:25:09 > 0:25:12- It's a 24-hour store that as well, isn't it?- Yes.
0:25:12 > 0:25:14- Do they stay on all night?- Yes.
0:25:14 > 0:25:17Right. I've already took some photographs from outside.
0:25:17 > 0:25:19- Oh, have you?- To give us an idea. - Yes.
0:25:19 > 0:25:23Without getting into the wherewithal of actually measuring
0:25:23 > 0:25:25how bright they are and stuff,
0:25:25 > 0:25:27we'll see if we can get some form of communication going
0:25:27 > 0:25:32- between us...- I also, unfortunate for me, I have double vision
0:25:32 > 0:25:36so sometimes I come up and they're not just one, there will be two!
0:25:36 > 0:25:39- One above the other.- Twice as many lights for the price!- Yes.
0:25:42 > 0:25:45So I'll see to have a word with him in the next seven days.
0:25:45 > 0:25:48If I was to say to you they'll turn them off at 10 o'clock at night?
0:25:48 > 0:25:50- Sort of 10 until six or something like that?- Yes.
0:25:50 > 0:25:55I suppose that's an option but I would prefer them to be off all together.
0:25:55 > 0:25:58Let me see what their intention is with those lights anyway
0:25:58 > 0:26:01and towards the end of that seven days I'll be back in touch.
0:26:01 > 0:26:03- I've got your telephone number, haven't I?- Yes.
0:26:03 > 0:26:06- Is that OK.- If you don't I shall ring you!- I'm sure you will.
0:26:06 > 0:26:10Right, OK, thanks very much. OK, ta-ra.
0:26:15 > 0:26:18I wouldn't like that outside my bedroom window, I'll be perfectly honest.
0:26:18 > 0:26:21I think they are a little bit on the bright side.
0:26:21 > 0:26:22There is definitely no shielding.
0:26:22 > 0:26:25They are not angled, which are all the things they should consider
0:26:25 > 0:26:27when they are this close to domestic property.
0:26:27 > 0:26:31Time for Phil to take up Anne's cause, talk to the supermarket,
0:26:31 > 0:26:34and try to bring an end to her sleepless nights.
0:26:34 > 0:26:37If your wellbeing is affected by increasing light pollution,
0:26:37 > 0:26:41call your council who will help find a solution.
0:26:50 > 0:26:54As well as tackling issues caused by our ever-evolving way of life,
0:26:54 > 0:26:57our country's plucky council officers are also charged
0:26:57 > 0:27:01with combating the age-old problem of food borne illnesses.
0:27:03 > 0:27:07Every year a million people in the UK suffer with food poisoning.
0:27:07 > 0:27:13The estimated cost to the UK's economy is a massive £1.5 billion.
0:27:15 > 0:27:19But by law, Council officers like Simon Ashton are required
0:27:19 > 0:27:22to inspect and rate the hygiene regimes at all of the country's
0:27:22 > 0:27:25food outlets from zero to five,
0:27:25 > 0:27:29according to criteria laid down by the Food Standards Agency.
0:27:29 > 0:27:33The national food hygiene rating scheme
0:27:33 > 0:27:35is so that people know
0:27:35 > 0:27:36what the hygiene standards are like
0:27:36 > 0:27:38in that business.
0:27:38 > 0:27:41Is that business going to produce a safe product to eat?
0:27:41 > 0:27:43We are not Gordon Ramsays going in there,
0:27:43 > 0:27:46telling them how to cook food or anything.
0:27:46 > 0:27:49It's about, purely about food safety.
0:27:49 > 0:27:53Once rated, food businesses can choose to display their scores.
0:27:53 > 0:27:56Having the ratings on show informs our decision
0:27:56 > 0:27:58to buy food from a particular outlet.
0:28:01 > 0:28:04Simon and his colleague Monica Gartside's work
0:28:04 > 0:28:08often goes on unnoticed by taxpayers like you and I,
0:28:08 > 0:28:11taking place after hours or behind closed doors.
0:28:13 > 0:28:16But their tireless work on our behalf plays a crucial role
0:28:16 > 0:28:18in keeping us safe.
0:28:18 > 0:28:21The old title for the job is called health inspector.
0:28:21 > 0:28:24It is about inspecting business premises
0:28:24 > 0:28:26and inspecting standards of hygiene.
0:28:26 > 0:28:30If I find something that's a so-called imminent risk to health
0:28:30 > 0:28:33then I need to take action immediately.
0:28:33 > 0:28:37As well as keeping a watchful eye on established food businesses,
0:28:37 > 0:28:40council officers like Monica and Simon also assist
0:28:40 > 0:28:42new operators who are just starting up.
0:28:42 > 0:28:46Bilal Ahmed has recently taken over a fast food outlet
0:28:46 > 0:28:48that had previously been shut down
0:28:48 > 0:28:50because of its shocking cleanliness record,
0:28:50 > 0:28:54but he's called the council for help to turn its fortunes around.
0:28:54 > 0:28:57I started up this business about two months ago
0:28:57 > 0:29:00and spent about 10 grand to refurbish this business.
0:29:01 > 0:29:04When I bought this business it wasn't very good,
0:29:04 > 0:29:06too many complaints from customers as well.
0:29:06 > 0:29:10So when I moved in I closed for two months to set up inside.
0:29:10 > 0:29:14All new food businesses must register with the Council
0:29:14 > 0:29:16within 28 days of opening.
0:29:16 > 0:29:19The council will then carry out an initial inspection,
0:29:19 > 0:29:21offer help and advice ahead of the opening
0:29:21 > 0:29:25and later inspect and rate the business's hygiene levels.
0:29:27 > 0:29:31Give me a quick tour of the business and what you do, where.
0:29:31 > 0:29:34Monica begins by assessing the basics.
0:29:34 > 0:29:37I always go to the hand-washing basin area first
0:29:37 > 0:29:40because hand washing is really important.
0:29:40 > 0:29:42It's vitally important to stop the spread of disease.
0:29:42 > 0:29:45I'm just going to wash my hands.
0:29:45 > 0:29:47So have you got any other soap, Mr Ahmed.
0:29:47 > 0:29:50'What I often find on inspection'
0:29:50 > 0:29:54is that there's either no soap or towels at the wash hand basin.
0:29:54 > 0:29:58And towels as well. Have you got any towels?
0:29:58 > 0:29:59I need paper towels.
0:29:59 > 0:30:03It's not a good start and Monica's by no means finished.
0:30:03 > 0:30:06You just need to give this a good old clean.
0:30:06 > 0:30:11'I think a lot of people are quite nervous about me turning up.
0:30:11 > 0:30:14'They're quite nervous about what I'm going to find.'
0:30:14 > 0:30:16Do you use degreaser? Have you got any of those things?
0:30:16 > 0:30:20I also think it's important to point out good practice.
0:30:20 > 0:30:23'So it's not all about telling them what's wrong.'
0:30:23 > 0:30:25Yeah, this is degreaser in a way.
0:30:25 > 0:30:28You can also buy commercial degreasers that are very strong.
0:30:28 > 0:30:31- Did you make that one yourself? - Yeah.
0:30:31 > 0:30:36What sort of date would you put on that if you made that yourself?
0:30:36 > 0:30:38- I put three days.- Right, OK.
0:30:41 > 0:30:45Monitoring the temperature of the food is also key to ensuring
0:30:45 > 0:30:48it's free from life threatening bacteria,
0:30:48 > 0:30:50but Bilal's coming up short here too.
0:30:50 > 0:30:53It's looking for 63 for this.
0:30:55 > 0:30:59I think that's settling down, so that's too cold.
0:30:59 > 0:31:04If the chicken can't stay at 63, it's two hours maximum.
0:31:04 > 0:31:06It's been a tough test for Bilal,
0:31:06 > 0:31:10but he's determined to improve and kick-start his fledgling business.
0:31:10 > 0:31:13And with Monica's help he might just do it...
0:31:17 > 0:31:20To be honest, you've done loads already.
0:31:20 > 0:31:23He seemed to be genuinely interested in his business
0:31:23 > 0:31:27and he wanted it to be as good as it could be.
0:31:27 > 0:31:30You've made massive improvements from the previous owner.
0:31:30 > 0:31:33If I were you I'd be aiming for five stars.
0:31:33 > 0:31:34That's the top rating you can get.
0:31:36 > 0:31:38It was lovely to meet somebody who was so enthusiastic
0:31:38 > 0:31:41about what he was doing.
0:31:41 > 0:31:45Monica will return to give Bilal's business a hygiene rating
0:31:45 > 0:31:47from zero to five.
0:31:47 > 0:31:48If he wants to get top marks,
0:31:48 > 0:31:51he needs to make some important changes.
0:31:51 > 0:31:53Clean and disinfect all the food equipment,
0:31:53 > 0:31:56that includes the seals and all the fiddly bits, yeah.
0:31:56 > 0:32:00If you could just get a really good degreaser and sanitiser,
0:32:00 > 0:32:02that would be brilliant.
0:32:02 > 0:32:05Then just to make sure hot temperatures
0:32:05 > 0:32:09if you can't keep it above 63, just two hours.
0:32:09 > 0:32:11And that's your copy there, keep the yellow one.
0:32:11 > 0:32:15- OK, so thanks again for your time. - Thanks so much.- See you.
0:32:15 > 0:32:18Bilal's on a steep learning curve.
0:32:18 > 0:32:21Owning a food business is not easy.
0:32:23 > 0:32:25I have to definitely do these things
0:32:25 > 0:32:27because I want to improve my business.
0:32:27 > 0:32:30Also I want to improve my hygiene score as well.
0:32:32 > 0:32:34But Bilal isn't the only young entrepreneur
0:32:34 > 0:32:37pinning their hopes on a thriving food business.
0:32:37 > 0:32:40While he takes on board Monica's advice,
0:32:40 > 0:32:42across town, it's the day of reckoning for
0:32:42 > 0:32:45this cafe's new owner, Kirsty Booth.
0:32:45 > 0:32:48She is about to experience her first hygiene inspection
0:32:48 > 0:32:52from environmental health officer Simon Ashton.
0:32:54 > 0:32:56The rating at the moment is a five rating.
0:32:56 > 0:32:59so that's the best it can get, so I'm hoping
0:32:59 > 0:33:02that everything will be fine today and we can keep it at five.
0:33:02 > 0:33:06Kirsty's only recently started to manage this small cafe
0:33:06 > 0:33:08in the local market hall.
0:33:08 > 0:33:11I'm 20 years old, it's mainly a family run business,
0:33:11 > 0:33:15my little sisters work for me, my older sister works for me.
0:33:15 > 0:33:19It's quite nice, everyone chips in really.
0:33:19 > 0:33:23I do have a little boy so it was for him really, for a future for him.
0:33:23 > 0:33:25A good opportunity for a good life for him.
0:33:28 > 0:33:31This inspection's also an opportunity for newcomer Kirsty
0:33:31 > 0:33:36to get a helping hand and benefit from Simon's 20 years of experience.
0:33:36 > 0:33:38Right, OK, first things first, I'll wash my hands.
0:33:38 > 0:33:41He'll be checking everything from cleanliness to food temperatures,
0:33:41 > 0:33:45ensuring that the cafe's customers are safe to eat here.
0:33:45 > 0:33:48Shall we start at the back and then work to the front?
0:33:50 > 0:33:52You all right? That's good.
0:33:52 > 0:33:54That's nice and clean. That's good.
0:33:54 > 0:33:55I will just check the hot water.
0:33:58 > 0:34:01Those tiles are a bit discoloured, aren't they?
0:34:01 > 0:34:04You are asking yourself all the time when you're doing an inspection,
0:34:04 > 0:34:07that doesn't look too good, what's the risk with that?
0:34:07 > 0:34:10- This is the fridge that you use for...- Everything.
0:34:10 > 0:34:11Right.
0:34:11 > 0:34:14'You are doing a risk assessment in effect for everything that you'
0:34:14 > 0:34:17find as you are going around so you can imagine in a catering
0:34:17 > 0:34:19business there is a lot of things that we need to be looking at.
0:34:19 > 0:34:22That's a really good temperature. It is showing two degrees.
0:34:22 > 0:34:24That is excellent.
0:34:24 > 0:34:27You keep your salad items in here?
0:34:28 > 0:34:32Again that's fine, that's showing eight, that's great.
0:34:33 > 0:34:35OK, good temperature.
0:34:35 > 0:34:38The fridge is showing eight degrees, which is good.
0:34:38 > 0:34:41So that's fine.
0:34:41 > 0:34:45Simon's happy with Kirsty's overall levels of hygiene,
0:34:45 > 0:34:48but there's still one vital area he's yet to check...
0:34:48 > 0:34:50the paperwork.
0:34:52 > 0:34:54So, let's have a look through here.
0:34:54 > 0:34:56Every food business must use and comply with
0:34:56 > 0:34:58the Food Management Safety pack.
0:34:58 > 0:35:02It requires owners to keep records of their food hygiene practices.
0:35:02 > 0:35:04These records go up to
0:35:04 > 0:35:08mid-August and then you are into this diary section here.
0:35:08 > 0:35:12But newcomer Kirsty hasn't been as vigilant as she should have been
0:35:12 > 0:35:14and this could affect her rating.
0:35:14 > 0:35:15OK, yeah.
0:35:15 > 0:35:17The thing that's jumping out here really
0:35:17 > 0:35:19is that you need to fill this pack in.
0:35:19 > 0:35:23I get the impression that you have the procedures in place,
0:35:23 > 0:35:26it's just you've not written them down. So, yeah,
0:35:26 > 0:35:29you need to complete the staff training record sheets in here.
0:35:29 > 0:35:30Yeah.
0:35:30 > 0:35:33It can be quite difficult making a judgment, really.
0:35:33 > 0:35:36but it's trying to get that balance of protecting the public
0:35:36 > 0:35:38and, at the same time, you are fair to that business
0:35:38 > 0:35:40and your actions are proportionate.
0:35:40 > 0:35:44To be in a position to, say, give you a five
0:35:44 > 0:35:46which would be moderate confidence,
0:35:46 > 0:35:48I would have to say that you have written procedures in place.
0:35:48 > 0:35:51Your cleaning schedule, the training records and that in the pack.
0:35:51 > 0:35:54Unfortunately, you haven't really got that at the moment.
0:35:54 > 0:35:57So what that means now is that your score will have come down to a four rating.
0:35:57 > 0:36:01But, don't worry, what I would say is that
0:36:01 > 0:36:05you are entitled to a re-rating visit after an inspection.
0:36:05 > 0:36:07if you are a bit unsure about something,
0:36:07 > 0:36:10give me a ring and I'll pop in and go through it with you
0:36:10 > 0:36:12and make sure you know exactly what you need to fill in.
0:36:15 > 0:36:18It's a small blow for Kirsty.
0:36:18 > 0:36:21OK, well, thanks very much. Bye-bye now.
0:36:21 > 0:36:24But thanks to Simon she's been given clear instructions
0:36:24 > 0:36:26on how to win back her full five-star rating.
0:36:26 > 0:36:30It's just another way that our councils work for us.
0:36:30 > 0:36:33I was just expecting him to be more strict and a bit more...
0:36:33 > 0:36:36I don't know, just not as nice as he was, I suppose.
0:36:36 > 0:36:38Less helpful.
0:36:38 > 0:36:41I wasn't expecting him to be the way that he was so it's been nice.
0:36:42 > 0:36:44What you are finding with this scheme is that
0:36:44 > 0:36:47businesses are really keen to get a good score,
0:36:47 > 0:36:49so when we do an inspection now, and we say at the end
0:36:49 > 0:36:52of the inspection, "You need to do this work," you can
0:36:52 > 0:36:54guarantee that in a couple of months they'll ring you up and say,
0:36:54 > 0:36:57"I've done the work, will you come back and re-rate my business?"
0:36:57 > 0:37:01So it's having a really positive effect, not only in terms of raising standards,
0:37:01 > 0:37:03but it makes our job easier too.
0:37:03 > 0:37:06I grew up in Hythe, so I'm familiar with this market. You know,
0:37:06 > 0:37:10I used to come in when I was young child, and you want it to do well.
0:37:17 > 0:37:21Coming up: Monica returns to rate Bilal's takeaway.
0:37:21 > 0:37:24but can he achieve a perfect score?
0:37:25 > 0:37:27I'm hoping this time I can get five-star.
0:37:32 > 0:37:36Back at the Council HQ, like officers across the country,
0:37:36 > 0:37:38Phil Rodgers has been battling to improve
0:37:38 > 0:37:41the lives of the people he serves.
0:37:41 > 0:37:43Resident Anne Robinson called the council
0:37:43 > 0:37:46to complain about the lights of a nearby supermarket
0:37:46 > 0:37:48that were causing her sleepless nights.
0:37:48 > 0:37:51When the lights are on it disturbs my sleep.
0:37:51 > 0:37:55I will seek to speak to whoever has control over those lights.
0:37:55 > 0:37:59Phil's phoned the manager of the supermarket on Anne's behalf
0:37:59 > 0:38:01and has found a resolution to the problem.
0:38:01 > 0:38:04If you put those conditions in place and that works out
0:38:04 > 0:38:07that would really, really help us out and resolve the situation, no problem.
0:38:07 > 0:38:09Yeah, OK, thanks very much.
0:38:09 > 0:38:11OK, thanks, goodbye.
0:38:11 > 0:38:15We've come to an agreement by which they'll turn the lights off
0:38:15 > 0:38:18at an appropriate hour so they are not on during sleeping hours,
0:38:18 > 0:38:21which is a satisfactory conclusion for us
0:38:21 > 0:38:26because it doesn't involve us in having to involve ourselves in enforcement action.
0:38:26 > 0:38:30So a local agreement like that is a much, much better resolution for us
0:38:30 > 0:38:34and we are trying to work with business, we're not trying to get anyone's back up in particular,
0:38:34 > 0:38:38so it's a much nicer arrangement to resolve it in that particular way.
0:38:39 > 0:38:42This is a great result for Phil,
0:38:42 > 0:38:46he's resolved the issue amicably, avoiding an expensive legal route,
0:38:46 > 0:38:48and it's also good news for Anne.
0:38:49 > 0:38:53Hello, Mrs Robinson, it's Mr Rogers from the council, can I come in?
0:38:53 > 0:38:56I put my feelings in writing, having spoken to them
0:38:56 > 0:38:58and they are quite agreeable.
0:38:58 > 0:39:02They assured me that even if they were on, they would be off by ten.
0:39:03 > 0:39:06That was the agreement that we sort of made and has gone into
0:39:06 > 0:39:09- their procedures as what they have said they will do.- Yes.
0:39:09 > 0:39:13they said to me that they are a security purpose light,
0:39:13 > 0:39:14that's what they are for.
0:39:14 > 0:39:16- Is that OK, then? - Yes, that's lovely.
0:39:16 > 0:39:19- Fantastic. I'm glad it's been resolved.- Thank you very much.
0:39:21 > 0:39:26By calling the council, Anne is finally able to get a good night's sleep.
0:39:26 > 0:39:30I'm pleased at what's happened with the lights.
0:39:30 > 0:39:33I'm hoping now that they won't be on again.
0:39:43 > 0:39:48Back at Bilal's fledgling takeaway, he's nervously awaiting another
0:39:48 > 0:39:50visit from council officer Monica Gartside.
0:39:50 > 0:39:54Last time, Monica uncovered hygiene problems in the kitchen.
0:39:54 > 0:39:57Have you got any other soap, Mr Ahmed?
0:39:57 > 0:39:58And towels?
0:39:58 > 0:40:00You just need to give this a good old clean.
0:40:00 > 0:40:03Do you use degreaser? Have you got any of those things?
0:40:03 > 0:40:07She also found serious issues with the storage of cooked food.
0:40:07 > 0:40:10That's too cold.
0:40:12 > 0:40:15Monica's en route to inspect the takeaway and rate it.
0:40:15 > 0:40:18Top marks will reassure customers
0:40:18 > 0:40:20and give Bilal's business a welcome kick-start.
0:40:20 > 0:40:23I just hope the officer, she likes it.
0:40:23 > 0:40:25And I'm hoping this time I can get five stars.
0:40:27 > 0:40:28- Hi, how are you?- I'm fine.
0:40:28 > 0:40:32To get the full five stars, Monica needs to be certain
0:40:32 > 0:40:34that Bilal's done all she asked.
0:40:34 > 0:40:37- Oh, you've changed it, that's new? - Yeah, that's a new one.
0:40:37 > 0:40:41It's a good start. Bilal has invested in a new hot food counter
0:40:41 > 0:40:44to replace the faulty old one,
0:40:44 > 0:40:48ensuring cooked food is kept at a safe temperature.
0:40:48 > 0:40:50And this time there's a plentiful supply
0:40:50 > 0:40:53of soap and hand towels at the sink for staff to wash their hands.
0:40:55 > 0:40:58He's bought an industrial cleaning product to replace the weaker household brand.
0:40:58 > 0:41:01And he's cleaned the kitchen thoroughly.
0:41:01 > 0:41:03- That's fantastic, well done. - Thank you.
0:41:03 > 0:41:04Really great. Well done.
0:41:06 > 0:41:09Having probed every corner of the takeaway during her inspection,
0:41:09 > 0:41:12its time for Monica to complete the paper work
0:41:12 > 0:41:16and reveal the all-important hygiene score out of five.
0:41:17 > 0:41:20I did more extra cleaning and followed the proper procedure.
0:41:20 > 0:41:23So I'm hoping this time I get a five-star.
0:41:23 > 0:41:27Under the previous owners, the takeaway had been forced
0:41:27 > 0:41:30to shut down as it posed such a threat to public health.
0:41:30 > 0:41:34But for Bilal it's now the moment of truth.
0:41:34 > 0:41:36How has Monica rated his new business?
0:41:38 > 0:41:43So, I've done your scoring and we've a national scheme we have to follow.
0:41:43 > 0:41:46- Yes.- So that makes you a five-star business, so congratulations.
0:41:46 > 0:41:48Thank you so much.
0:41:49 > 0:41:52A five-star rating is great news for Bilal.
0:41:52 > 0:41:55His investment and hard work has paid off.
0:41:55 > 0:42:00It was just wonderful to see the difference and also the fact that
0:42:00 > 0:42:03he'd gained his five-star rating as well, because he had covered
0:42:03 > 0:42:06all of the issues that needed to be addressed in the business.
0:42:07 > 0:42:09Today is a very good day for me and my family.
0:42:09 > 0:42:15This was a very big task for me, but I done very well.
0:42:15 > 0:42:18I can't believe I got five stars, I'm very happy today.
0:42:18 > 0:42:21Thanks to Bilal's determination and Monica's diligence
0:42:21 > 0:42:24after he called the council for help,
0:42:24 > 0:42:26the business has the result it wants,
0:42:26 > 0:42:30ensuring that this takeaway's customers can eat here without fear.
0:42:30 > 0:42:33It's taken a huge workload off our hands, the fact that
0:42:33 > 0:42:37he's now in charge of that business. I wish everyone was like him.
0:42:39 > 0:42:42For the unsung council heroes and their colleagues
0:42:42 > 0:42:45across the country, the battle to protect the public goes on.
0:42:46 > 0:42:49They're keeping our streets free from other people's waste...
0:42:49 > 0:42:51That will go to the local tip,
0:42:51 > 0:42:53the proper tip, where it should have gone in the first place.
0:42:53 > 0:42:56..saving us from illness by supporting fledgling food businesses ...
0:42:56 > 0:42:59I can't believe I got five-star. I am very happy today.
0:42:59 > 0:43:04And protecting the public purse while improving resident's lives.
0:43:04 > 0:43:08I am pleased at what's happened with the lights.
0:43:08 > 0:43:11I'm hoping now that they won't be on again.
0:43:11 > 0:43:14All of this, when we call the council.