Tenancy enforcement manager Alan Kibble works for New Charter housing. An ex-police officer with over a decade of housing experience, he is nearing the end of what he describes as 'the worst case I've ever been involved in', evicting a family of 'neighbours from hell'.
Meanwhile, with housing waiting lists rocketing almost 80 per cent in the past decade, New Charter housing's allocations manager, Shonna Hildersley, is under more pressure than ever. She is trying to help some tenants whose lives have been turned upside down. Diana lives with her two young boys and her 27-year-old boyfriend, Danny, who has been diagnosed with a brain tumour. She has also just found out she is pregnant, so they are in desperate need of a bigger home.
Finally, young housing officer Cat Towl has an unusual case of noise nuisance to deal with - involving two older gentlemen. She soon discovers that there is more than one way to sort out a noisy neighbour complaint.