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Service Standards What you can expect from Luminus Leaseholder Services 2 Introduction This leaflet contains important information about being a leaseholder and explains what you can expect from Luminus as the freeholder of your home. What You Can Expect From Luminus Why have a service standard? We have produced this service standard to ensure that all our leaseholders and shared owners or service users are clear about the level of service they can expect from us. 3 Leaseholder Services 4
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Service StandardsWhat you can expect from Luminus
Leaseholder Services
Leaseholder Services
2
This leaflet contains important information
about being a leaseholder and explains what you can
expect from Luminus
Leaseholder Services What You Can Expect From Luminus
3
IntroductionThis leaflet contains important information about being a leaseholder and explains what you can expect from Luminus as the freeholder of your home.
Why have a service standard?We have produced this service standard to ensure that all our leaseholders and shared owners or service users are clear about the level of service they can expect from us.
Services for New CustomersWe will:
Give you a Guide for Leaseholders when •you become a leaseholderOffer a voluntary induction session for new •leaseholders, explaining the leasehold management process
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Services for existing Leaseholders and Shared Ownership residents
We will:Keep your home insured•Carry out external and internal communal •repairs and decorations every five years, where they are needed
Consulting with youWe will:
Hold a leaseholder focus group meeting at •least twice every year. The focus group is made up of leaseholders and Luminus staff. It meets to discuss issues that are important to leaseholders and shared ownership residentsNot unreasonably refuse you permission to •improve or alter your homeEnsure you are consulted before any major •work is carried out We will consult with you where we are •planning to arrange maintenance works which are likely to require you to make a contribution of £250 or moreWe will consult with you where we are •planning to arrange a maintenance contract, for example, cleaning or grounds maintenance, and where the contract will be likely to cost £100 or more per year
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Customer ServiceWe will:
R• efer you to other sources of help, where we are unable to meet your needs Do our best in responding fully to your •enquiry at first point of contact, the Home Ownership Team. However, if we are unable to do this we will explain why and provide a full response within ten working daysIf we cannot give you a reply within these •times, we will tell you:
Who is dealing with your enquiry •The reasons for any delay •If there is anything you need to do •How long it will be before we can send •you a full reply
Our Staff will:Be professional and courteous•Be friendly, fair, and helpful•Respect privacy, confidentiality and handle •all data sensitively in accordance with data protection guidelines
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Annual Invoicing / BillingWe will:
Ensure that invoices are issued within the •required timescale by sending you an estimated service charge each April and an actual service charge account each OctoberProvide you with a breakdown of the cost of •day-to-day repairs on request, where this cost has been included in the actual accountProvide a detailed statement of your service •charge account balances upon request
Providing InformationWe will:
Provide information in a clear and concise •manner, using plain language and avoiding the use of jargonKeep you informed of all key issues •affecting you as a customer and resident through newsletters, our website, mail shots, leaflets, and meetings or eventsKeep you informed of any significant •changes to your major works service chargeConsider comments and suggestions you •make through the Leaseholder focus group and other mediums or forums available to our customers in order to improve our serviceCarry out regular surveys to find out what •you think about the quality of our service
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Payments Options & MethodsWe will:
Inform you about your responsibility to pay •for all the services we provideProvide you with a wide range of payment •options to pay your service charge accounts:
Payment card at post offices and shops •that show the ‘Pay-Point’ signBy telephone•By standing order•
Offer the services of our Income and •Benefits Advisor to any leaseholder who is having financial difficulties in meeting their service charge payments or major works costs
How you can help usWe need our customers to work together with us in delivering a high-quality service. You can help by:
Treating each other with respect•Arriving on time for appointments •Letting us know if you cannot keep an •appointmentBeing considerate and polite to our staff •Providing Luminus with a correspondence •address, if you are not residing at your leasehold property, so that we can keep you informed of any future works that may
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be carried out to the block in which your flat is situated
Dealing with your enquiry or complaintIf you are unhappy about any of the services you have received from us, please let us know as soon as possible so that we can put things right. Please call our Home Ownership Team who will try to resolve your problem or direct your call to our Customer Service Team on 01480 428 333 to request a Comments, Compliments and Complaints form.
Contact detailsHome Ownership TeamMelonie DavisHome Ownership Officer Phone:01480 428314Fax: 01480 428515E-mail: [email protected]: www.luminus.org.uk
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Measuring performanceLuminus will continue to monitor and •improve our performance in delivering an excellent service We will aim to achieve 90% satisfaction in •ensuring service charges represent good value for moneyWe will achieve 90% satisfaction levels by •keeping our leaseholders and shared – owners informed about things that might affect themWe will aim to achieve 90% satisfaction •with the overall service
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Your feedback is important to us. If you feel that Luminus services arenotmeetingthestandardwehavesetoutinthisleaflet,pleasecontact our Customer Services Team by either:
Calling • 01480 428333 Calling any other Luminus number, where •you will put through to our Customer Services TeamComing in person to our offices at •Brook House Completing an ‘Online feedback’ form •which you can access through our website at www.luminus.org.ukPutting your issue in writing to us at •Luminus Group, Brook House, Ouse Walk, Huntingdon, PE29 3QW Completing a Comments, Compliments •and Complaints form – available to download from our website or by requesting one by phone, or in person
More information on how to get in touch with us and make a comment about our services can be found in our ‘Customer Service’ Service Standard.
We will work with customers to review our Service Standards each year, to ensure we continue to meet them and to look at how we can improve services for the future. If you would like to be involved in reviewing our Service Standards please call our Performance Review Officer on 01480 428728.
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Luminus Group • Brook House • Ouse Walk • Huntingdon • PE29 3QW T: 01480 428777 • F: 01480 428555 • [email protected] • www.luminus.org.uk
For a copy of this leaflet in large print, audiocassette or in another language call 01480 428707
01480 428707
Polish
For a copy of this document in large print, audio or in another language call 01480 428707
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