Luminus News Autumn 2010

LuminusNEWS

4GIVING SOME-THING BACK

14OCTAVIAVIEW

18IN THE COMMUNITY

6SPECIAL STANDARDS

THE LUMINUS LIGHT SHINESGIVING SOMETHING BACK

News and more from one of the Best Companies to Work For in the UK Autumn 2010 Issue 42

2AUTUMN 2010 LUMINUS NEWS

NO.1 IN THE UK FOR LEADERSHIP, WORK LIFE BALANCE & STRONG MORAL PRINCIPLES

MESSAGEFROM THE GROUP CHIEF EXECUTIVE

In this Year of Renewing Hope and Inspiration we are delighted that Luminus residents have put their full support behind our 2020 Vision: The Road to Renewal.

September 2010 marks the 70th anniversary of “The Blitz”, when our nation’s cities came under attack from the skies by a relentless enemy. But people persevered and eventually that war was won. Sadly, many of those who helped to give us freedom and safety today feel that we are once more under attack – but this time from within.

Luminus residents have told us clearly that they want to see a better Britain, with Luminus principles guiding the way others make the decisions that affect them, and the way communities and individuals live.

Luminus residents have

told us they want to see a better Britain

3 AUTUMN 2010 LUMINUS NEWS

DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

CONTENTSPage 4Luminus, giving something backPage 5Luminus in BloomPage 6Special StandardsPage 8Bridge Money Advice CentrePage 9Getting to know youPage 10Know your rightsPage 11Improving our homesPage 12The Tenancy Support Service TeamPage 13Digital Televison SwitchoverPage 14Octavia ViewPage 16Oak FoundationPage 17Firework safetyPage 18Luminus in the community

Page 19

Money saving tips

For those who can remember back to 1940, these principles aren’t really new; they are basic common sense and rules for proper living. Respect, discipline, keeping our word, treating people fairly, listening, doing the very best we can – all of these apply to us, as a major business, and across British society.

Our 2020 Vision looks forward over a journey of the next ten years. Thousands of people have benefited from the Luminus way of doing things. Their experience, along with the Luminus example of excellence are evidence of the past ten years of progress. We want the next decade to show the quality of life continuing to get even better.

The people of Britain stood together 70 years ago and overcame their difficulties. On our Road to Renewal we can do the same and, together, change our world for the better.

Can we do it? YES, WE CAN!

Tell us what you thinkYour views are important to us. Please tell us what you think about Luminus News. Call 01480 428707/8 or email [email protected]



TEAM EFFORT FOR CHARITYLuminus employees have raised £1500 to be distributed equally between local charities Dreamdrops, MAGPAS and SNAP.

Representatives from the three charities were invited to the Luminus Conference to collect their cheques.

Employees have been donating through their payroll and fundraising events to support three local charities who really make a difference in Huntingdonshire.

LUMINUS GIVING SOMETHING BACK

MOBILES FOR CHURCHESLuminus has donated 200 mobile phones to Godmanchester Baptist Church to help their D-CAF project.

The mobile phones, which are either not working or surplus to requirements, will be sent to Community Fonebak who will in return provide funding for the D-CAF project.

Originally founded to help homeless young people, D-CAF now supports local young people who come from a wide range of disadvantaged backgrounds.

BUILDING FOR BRIDGELuminus has provided a stairlift worth over £2000, and computer equipment, to help elderly, disabled and vulnerable people use the Bridge Money Advice Centre’s free debt advice service and community rooms.

Luminus paid for and arranged the fitting of a stairlift to improve accessibility for clients.

Luminus has also donated computer equipment to help the Centre deliver their services.

Are you involved in a charity needing support?

Contact us: [email protected]

01480 428709



The judging for Luminus In Bloom 2010 took place this summer and once again the judges were very impressed with the high standard of gardens entered into the competition.

First prize of £50 was awarded to Mr and Mrs Wilcox of Huntingdon, who impressed the judges with their beautiful and well designed garden. Second prize of £25 was awarded to Mrs Lee Cole of St Neots.

All seven finalists were awarded a certificate recognising their hard work, excellent achievement and contribution to their neighbourhood in maintaining their gardens to such a high standard.

In June 2010, Luminus launched a new programme of Premium Brand Customer Service Training for all employees.

This ensures that Luminus continues to improve on its already excellent levels of customer satisfaction and encourage consistency across all services.

The training covers all aspects of the customer experience and equips employees with the skills and the confidence to give great customer care.

To ensure that the programme is cost effective, all the training is being conducted by Luminus’ own highly experienced professionals.

CUSTOMER SERVICE TRAINING

LUMINUS IN BLOOM



Luminus residents have enthusiastically supported our Road to Renewal approach, calling for “Special Standards” to supplement our current service standards.

We recently reviewed our standards and will continue to involve customers in helping us to scrutinise performance.

We have summarised our Service Standards in one easy-to-read document. It is called ‘Our Commitment to You’ and is available at Brook House or at www.luminus.org.uk. Please call 01480 428721 if you would like a copy sent to your home.

We now want to take this a step further. Residents have told us that the condition of gardens in their neighbourhoods is important to them. We agree that residents should maintain their gardens to a reasonable standard.

We will give residents more guidance on our expectations and the options for getting garden maintenance work done over the coming months.

Luminus works hard to deal effectively with all forms of anti-social behaviour in our neighbourhoods for the benefit of the whole community. We are thinking about new ways to work with other agencies to promote good behaviour and this forms the basis of our 2020 Vision: Road to Renewal - our belief that the good things happening as a result of what we do will influence and encourage others.

In March 2010, Luminus conducted a tenant involvement impact

assessment. The panel were given a table of costs for all tenant involvement activities and were asked to judge whether the activities represented good value for money. The panel

concluded that tenant involvement activities had a high impact on

how Luminus delivers services and we will use their findings to help shape

the future of resident involvement at Luminus. Luminus’ Scrutiny Panel provides residents with the opportunity to assess service delivery. They look at performance and report directly to the Tenant Services

DISCUSSING THE SPECIAL STANDARDS

What do you think of our special standards?


01480 428720

“SPECIAL STANDARDS” HELP PROGRESS ON THE ROAD TO RENEWAL



Consultative Forum (TSCF) on how we are doing. The TSCF will remain at the heart of the tenant involvement framework and will regularly report to the Board regarding how our customers feel Luminus is performing. In June, the TSCF fully endorsed the creation of special standards for the condition of gardens, anti-social behaviour, and maintaining homes. In July 2010, we asked all residents to complete a consultation survey regarding our new approach to connecting with our community. The results of this survey will be reported to the TSCF and then to you in a future edition of Luminus News.

If you would like to make any further comment about this important subject, please contact Luminus at specifically at [email protected], or call Alan Haines, Community Services Manager, on 01480 428720.

Our Commitment to You

Tenant involvement activities

have a high impact on how

Luminus delivers service

DISCUSSING THE NEW FRAMEWORK

THE TENANT SERVICES CONSULTATIVE FORUM (TSCF)



Luminus is working with The Bridge Money Advice and Community Centre in St Ives to help them continue to provide their range of valuable and much needed services to people in the area.

The Bridge provide a free, caring and highly professional debt advice service and many Luminus tenants have already benefited from their help and assistance.

They began to help people back in January 2005 and have vast experience in helping those with financial difficulties. They put together debt management plans, which include a budget for the client to live on and a repayment proposal to give to creditors. The budgets are carefully designed to be realistic, and any repayment proposals for creditors allow debts to be repaid fairly.

Apart from the practical debt advice provided to clients, the dedicated staff provide people with hope. The knowledge that there are caring, compassionate people who are not only prepared to listen but also have the ability to help is a great relief for people in very desperate situations.

But they plan to do even more to help local people. They want to improve their accommodation in Unit 4, Bramely Road, St Ives so that it provides a welcoming place for anyone who needs to find companionship, help and to be put in touch with others who can help.

BRIDGE MONEY ADVICE CENTRE

Employees at Luminus raised £600 so that all the children at Thongsley Fields School could go on a trip to the seaside.

Some of the children come from deprived backgrounds and had never been to the seaside before.

The Thongsley day out was their first opportunity to paddle in the sea and build sandcastles. One Thongsley pupil described the trip as “the happiest day of my life.”

THONSGSLEY SEASIDE TRIP

For help or advice please contact Barry Chiesa on 01480 498802. The Bridge’s hours are Tuesday to Friday 10.00-4.00pm.



The Audit Commission, which is the Government agency that inspects housing services, believes we should have as much information about our residents as possible.

We already hold a lot of information and when we asked whether we should request information on sexual orientation, 76% told us they did not want us to do this.

Resident representatives unanimously told us they consider this question to be intrusive and unnecessary to the effective delivery of services. We will abide by the wishes of our residents.

However, we genuinely want to make sure we do not overlook anyone’s needs, so we invite residents who specifically want to tell us about their sexual orientation, or any special needs or requirements to let us know.

This is voluntary and no-one needs to feel under pressure to respond on this matter. Residents who share information can be reassured that we will treat it confidentially.

Please contact Nairn Davidson:Phone: 01480 428724

Email: [email protected]

KNOWING YOU

Look out for our Annual Report, which is included with this edition of Luminus News.

The Annual Report demonstrates how we have performed in our main activities. It also gives you information about our customer focused services, and our continued commitment to making your communities better places to live.

ANNUAL REPORT

My name is Kayleigh Ghiot.

I take photographs on behalf of Luminus.

One of my projects is to create a photographic record of all Luminus homes.

You might spot me outside your home over the coming months between 9:00am and 5:00pm during Monday to Friday. I will only be photographing the exterior of homes.

If you have any further queries regarding this project, please contact our Service Centre on 01480 428333.

HAPPY SNAPS!

LUMINUS ANNUAL REPORT 2009 - 2010



KNOW YOUR RIGHTS

You are subletting if you rent out your home or part of your home and the person who is renting has private use.

If you want to sublet part of your home we must give you permission in writing before that person moves in. You must not sublet all your home. If you do you will no longer have an Assured tenancy and we will take steps to evict you and the person who is renting from you.

If you have an Assured Shorthold tenancy you do not have the right to sublet.

If you rent out a room in your home and the person renting it does not have private use of any of your home apart from a bedroom, then that person is a lodger. You are allowed to take in lodgers as long as you do not overcrowd your home.

If you receive housing benefit and you take in a lodger or sublet part of your home you must inform the council and your benefit entitlement may change.

If you want to end your tenancy with us because you are moving to live elsewhere you must give us 4 weeks notice in writing.

This is because we have to visit you to make sure that you leave your home in good condition. This applies even if you are moving to a property that is owned by another housing association.

If you do not give us notice and then move you will still be charged rent for the 4 week notice period. If you have any questions please contact the Lettings Team on 01480 428345.

We recently attended the County Court to evict a tenant who had turned a flat

into a drug factory.

Luminus will take action to deal with

criminal and anti-social behaviour that

happens in or near our homes.

We want our neighbourhoods to be

safe and secure for local residents,

places where they want to live.

We will always investigate complaints and will take legal

action to tackle anti-social behaviour.

ARE YOU PLANNING ON MOVING HOME?

CAN I SUBLET MY PROPERTY OR TAKE IN A LODGER?

ZERO-TOLERANCE DRUG POLICY



IMPROVING OUR HOMES

Luminus is committed to continue planned maintenance works to our homes and we will invest over £5,700,000 on improvements

during 2010-11.

These will include:

500 new heating boilers •

103 kitchen renewals•

60 bathroom renewals•

Reroofing 36 houses•

External painting works on 800 properties as •

part of our 7 year programme

Internal painting to the communal areas of 22 •

blocks of flats

Fire safety improvements consisting of fire door • replacements or upgrades and emergency lighting upgrades to 36 blocks of flats

Replacement of analogue aerials with • communal digital aerials to 107 blocks of flats ready for the digital switchover in 2011

E• xternal painting of 328 garage doors

Reroofing 159 garages•

Replacement of floor coverings to communal • areas in 12 blocks of flats

Replacement of fascias including new • guttering and downpipes as required to 62 blocks of flats and 44 homes. The external and communal work will have a positive impact on the communities you live in and make them a better place to live.

We will be providing information on the Luminus website later in the year so you will be able to see where the work is taking place.

All our residents who are due to have programmed work carried out on their homes receive a Customer Care Pack which includes contact details for the Project Surveyor managing the contract and the Tenant Liaison Officer.

Residents are also encouraged to complete a customer satisfaction survey once the works are complete and this provides valuable feedback on how we can continue to improve our services to our customers.



I work in the service, as I believe

I can support people to change

Knowing that I am making a difference in

people’s lives, is very rewarding

for me

I believe that everybody deserves the opportunity to have a safe and secure home

It is an opportunity

to help others achieve a positive lifestyle change

The Tenancy Support Service Team provides structured support to people who have challenging issues that have affected the way they live their lives.

The aim of the service is to:

Provide people with the necessary skills to •

make a better life for themselves

Provide information and knowledge to people •

to help them make their own decisions

Prevent people losing their home and •

encourage them to be responsible for their home

Meet other customer needs.•

We deal with people with diverse needs, who may have complex issues, for example:

Mental health•

Drug Issues•

Alcohol issues•

Domestic Violence•

Learning Disabilities•

Prolific offenders•

Past abuse.•

Sonya Fitt, Support Service Manager commented,

“It is important that we don’t ignore people’s problems and assume someone else will deal with it or that it will just go away. If we can make a difference to someone’s life by supporting them, the impact is felt throughout the community”.

MEET THE TENANCY SUPPORT SERVICE TEAM


DIGITAL SWITCHOVER

TESTING YOUR BOILER BEFORE WINTER

With winter fast approaching, the last thing you want is to turn on your heating system and find that it does not work.

As the heating system is not used during the summer months, silt and debris in the system will settle on vital parts such as the circulation pump, motorised valves and radiator valves and prevent them from operating correctly.

To prevent this from happening it is advisable to turn your heating system on for a short period during the summer months.

Turn the heating up to maximum and work your way around the house turning the radiator valves up and down to ensure they operate correctly and that heat is getting to all areas of your radiators. This will help to prevent the silt and debris from settling and you will not get any nasty surprises when you turn the heating on for the long winter months. Should you experience any problems with the heating system when you test it, contact the Service Centre straight away on 01480 428333 and they will arrange an appointment for you.

If you carry out this test every year we can ensure that your heating is repaired and working in good time for when you need it most.

TEST YOUR HEATING NOW!

Luminus is counting down to the completion of its digital aerial upgrade programme where we are providing an Integrated Reception System (IRS) to all our blocks of flats (containing more than two flats) and all our sheltered housing schemes.

We are well ahead of the planned national digital switchover which is due to take place in our region in 2011 when the analogue signal will be turned off.

IRS is the only communal aerial system that can provide users with access to the full range of digital services including digital TV, radio, digital audio broadcasts (DAB) and digital satellite. It is providing residents with a wider choice of TV and radio entertainment and higher quality signals.

If your home is included in the Luminus digital aerial programme, it is essential that our contractor is given access to your home to complete the connection to the new aerial system.

If this connection is not carried out you will not be able to receive any television services through the new aerial after the switchover takes place. All our contractors carry photograph identification cards, but if you have any doubts please contact our Service Centre on 01480 428333.

If you do not live in a Luminus owned apartment (containing more than two flats) or one of our sheltered schemes and want information on what you need to do to ensure you will receive a television signal after the digital switchover you can visit www.digitaluk.co.uk or call 08456 505050. Digital UK is a not-for-profit company leading the UK’s switchover to digital television.

PROVISION OF DIGITAL AERIALS TO LUMINUS BLOCKS OF FLATS AND SHELTERED SCHEMES



Luminus invited key members of the local community to Octavia View, Wisbech to celebrate the official opening of the community facility and hostel which will provide housing, education and a range of facilities that will benefit the entire community.

Over 80 representatives from Luminus, Fenland District Council, Wisbech Town Council, local businesses and the wider community were welcomed to the rejuvenated great hall with a champagne reception where they were able to enjoy the splendor of the sensitively restored architectural features, some of which date back to the 18th century.

Luminus Ferry Project worked in partnership with the Homes and Communities Agency, Fenland District Council, New Life Fellowship and Supporting People to raise the funds needed to transform the run down building into a beautifully finished community facility which includes accommodation for up to twenty-four homeless people and rooms for hire for local community groups, corporate functions and private events such as weddings.

Councillor Kit Owen said,

“In recent times, the economic downturn has broadened people’s understanding of homelessness. The fact that it really can happen to anyone has really opened the public’s eyes and there has never been more need within Fenland for this facility.

But as we know this project is not just about homeless people but the broader community.

OPENING OF OCTAVIA VIEW, WISBECH

CHAN ABRAHAM AND SPECIAL GUESTS OPEN OCTAVIA VIEW

REFURBISHED ENTRANCE TO OCTAVIA VIEW



With facilities such as the community café, training suite and bookshop all due to open later in the year there really is something for everyone and all within this beautiful historic building, the possibilities for all Fenland residents are endless.”

Chan Abraham, Chairman of Ferry Project said,

“In 2010, our Year of Renewing Hope and Inspiration, the opening of Octavia View represents a significant achievement for Luminus and Ferry Project as this development is providing a community centre that is vital for the local community and economy.

Octavia View will provide accommodation for up to twenty-four homeless people in Fenland, and sixteen have already moved in to benefit from the facilities.

All residents will receive training in work related and life skills on site and this will allow them to move into more permanent accommodation after an average six months stay.

We were delighted to be able to welcome so many guests to the opening ceremony and celebrate this great success with us. The opening of Octavia View marks the beginning of a new chapter for Ferry Project and the people of Wisbech in building a stronger community.”

GUESTS MEET AND GREET AT THE EVENT

THE STUNNING PERIOD WINDOWS

THE FERRY PROJECT TEAM AT OCTAVIA VIEW



OAK FOUNDATION

NUISANCE CALLSThere has been an increase in the number of nuisance calls.

These persons talk as if they know you and sometimes mention they know your relations. They can pretend they are calling from your bank or building society.

We advise you not to give any personal details or bank details over the telephone to anyone who calls you. A legitimate business would not call you and ask for your bank details.

‘If in doubt don’t give it out’.

HANDYMAN SERVICEWhy open your door to someone you don’t trust?

The Luminus Handyman Service is a service you can rely on. Our handyman carries out a wide range of everyday repairs and maintenance tasks, including basic plumbing and electrical work.

In times of inflation our Handyman Service charges remain the same. If you live in an Oak Foundation property and want a fast, economical and efficient Handyman service, tailored to your needs, contact 01480 428585.

CAMBRIDGESHIRE CELEBRATES AGEThe Oak Foundation sheltered schemes are taking part in this event for older persons in October 2010.

Each of the schemes is hosting a different event which is open to anyone over 55 in the community.

The events range from craft workshops and advice on ‘how to use your mobile phone’ to healthy eating breakfasts.

Places are limited so if you would like to know more about an event near you please ring Ruby Gray on 01480 428561.



FIREWORK SAFETY

•

Only adults should deal with firework displays • and the lighting of fireworks.

They should also take care of the safe disposal • of fireworks once they have been used.

Keep fireworks in a closed box and use them • one at a time.

Read and follow the instructions on each • firework using a torch if necessary.

Light the firework at arm’s length with a taper • and stand well back.

Keep naked flames, including cigarettes, • away from fireworks.

Never return to a firework once it has been • lit.

Don’t put fireworks in pockets and never • throw them.

Direct any rocket fireworks well away from • spectators.

Never use paraffin or petrol on a bonfire. •

Make sure that the fire is out and surroundings • are made safe before leaving.

REMEMBER THESE IMPORTANT POINTS:

CODE OF CONDUCT FOR RESIDENT INVOLVEMENT MEETINGS

Luminus has a Code of Conduct for residents attending Luminus meetings with employees and other residents.

We require all attendees to help ensure that everyone is treated fairly and given an equal hearing. The Code has been developed by the Tenant Services Consultative Forum.

To view the Code of Conduct visit our website www.luminus.org.uk or call Alan Haines on 01480 428720 to request a copy.

We are updating our records.

Please tell us if you have an electric shower in your home.

Please contact the Luminus Service Centre on 01480 428333 or email

[email protected]

LUMINUS ELECTRIC SHOWER SURVEY



LUMINUS SPONSORS ST IVES FCSt Ives FC is celebrating the arrival of Luminus as its new sponsor.

St Ives Town FC was formed towards the end of the 19th century and the club has enjoyed a nomadic existence playing at various times in the Cambridgeshire, Peterborough, United Counties and Central Amateur Leagues.

They now have their own home ground and Luminus is proud to sponsor their stands.

LUMINUS IN THE COMMUNITY

CHARITY FOOTBALL MATCHLuminus went head to head with Hunts DC on Sunday 7 June for the annual Mark Rebane charity football match at St Ives Football Ground.

The event raised over £1000 for St Ives Rangers Disability Football in memory of Luminus and Hunts DC former employee Mark Rebane, who died in 2007. The match was tightly contested, with the two teams tied 2-2 at full time. In a nail biting penalty shoot out, Luminus was victorious winning 5-4 and regaining the Mark Rebane Charity Shield for 2010.

UNITY IN THE COMMUNITYLuminus actively supported Unity in the Community 2010.

The event was held at the Medway and St Barnabas Church in Huntingdon and hosted a variety of performances and activities including steel drumming, reggae, street dance, Chinese lion dancing, face painting and hair braiding at this free event.

Luminus provided financial support to the event as well as having a stand on the day where members of the public were able to talk to Luminus employees, ask questions and take home a few Luminus goodies.



MONEY SAVING TIPS

Make a shopping list and stick to it, reducing 1. the number of impulse buys.

Consider own brands – the supermarket own 2. brands are far cheaper and often made by the same manufacturers as the big names!

Ask yourself: ‘Do I really need this?’ Are you 3. shopping because you’re bored or are you only buying that item because it’s half price?

Quit smoking, a 20-a-day habit costs £2,000 4. per year.

If you’re paying for a monthly subscription gym 5. membership that you never use, cancel it!

Bin the ready meals – they may be quick and 6. easy but you pay a premium for this. Fresh ingredients are cheaper, better for you and there are many cook books dedicated to fast meals in minutes.

Use the internet to your advantage – either for 7. price comparisons, researching the best products or buying products at a significant saving.

Seek advice on your debts, especially if they 8. are spiralling out of control. The Citizens Advice Bureau will be happy to work out a sensible strategy with you.

Stop keeping up with the Joneses – keeping 9. up appearances can be very costly and people are worth more than the sum total of their possessions.

Learn to say no! Saying no to the child 10. demanding sweets or your friends cajoling you into one more drink once in a while could do wonders for your bank account.

Here are 10 helpful money saving tips to assist you in making the most of your budget!

Do you have money saving tips to share?


01480 428709



Published by Luminus Group • Registered Office Brook HouseOuse Walk, Huntingdon PE29 3QWTel No: 01480 428777 • Fax No: 01480 428555Email: [email protected] • Website: www.luminus.org.uk

01480 428777General Enquiries -

Monday to Thursday 9am - 5pm and Fridays 9am - 4.30pm

01480 428333Service Centre

For reporting all repairs Monday to Thursday 9am - 5pm

and Fridays 9am - 4.30pm

01480 428522Rent Enquiries - NORTH

01480 428500Rent Enquiries - SOUTH

01945 429300Luminus Ferry Project

01480 428314Leaseholder Enquiries

01480 428721Customer Relations Officer

Caroline Howard

01354 606740Hope Social Enterprises

020 7540 9820Out of Hours Emergencies

Monday to Thursday 5pm - 9am and weekends

Friday 4.30pm - Monday 9am

01480 428521Income & Benefits Advisor

Sue Cargill

01480 428531Tenant Liaison Officer

Linda Bevens

If you have any comments about Luminus News or would like a large print or audio version, please contact the Communications Team on 01480 428707/8 or send

an email to [email protected]

For help to understand this newsletter please ring 01480 428707/8

This document has been printed on Satimat Green.

Satimat Green is a wood-free, two-sided, coated true silk paper and board containing 50 per cent recycled

fibres and 50 per cent FSC-certified virgin fibres.

01480 428588Neighbourhood Services

You can use this number to report anti-social behaviour

CONTACT US

01480 428641Tenant Involvement

Documents

Luminus News Autumn 2010