Moor i n B l oom P9 Aged t o Pe r f e c t i on P12Home Safety F i rs t P5

I s sue 31 - Novembe r 2007

For a chance to win the latest 4GB iPOD nano see page 5

Page 2

Welcome Page 3: Service to others is everything

Page 4: Creating safer neighbourhoods Leaseholder progress report

Page 5: Getting younger people involved Home safety first

Page 6: Respect HomeLink choice based lettings

Page 7: Disability equality scheme Performance review Customer satisfaction survey

Page 8: Gypsies and Travellers Carols for Christmas Christmas Break

Page 9: Moor in Bloom

Page 10: Developing homes

Page 11: Myths about migrants

Page 12: Out & About Aged to perfection Winter nights are coming Cambridgeshire celebrates age

Page 13: The Ferry Project Page 14: Complaints resolution process Page 15: Luminus diary dates The Great North Run Page 16: Useful contacts

In this edition...

Luminus Celebrates National Customer Service Week 1 – 7 October 2007

Luminus celebrated National Customer Service Week,

highlighting the professional approach of our customer

facing teams.

Throughout the week, Luminus Group Chief Executive, Chan Abraham took time out of his busy schedule

to work with various teams, including the Service Centre, Reception, Neighbourhood Wardens and

Tradesmen.

The week began with a visit to the Service Centre, where Chan fielded various questions from the

public. Following the time spent manning the 'phones, Chan then worked on the reception front desk at

Brook House, Luminus Group's corporate headquarters.

The next visit was to a disabled Luminus tenant, whose garden had been completely renovated by a team

of Luminus Neighbourhood Wardens, to enable access for her wheelchair.

Finally, Chan visited our tradesmen working hard to get ready a void property ready for new tenants.

Commenting at the end of the week, Chan said, "The Luminus story is a continuing journey of making

people's lives better and creating hope. We are committed to giving the very best service to our

customers. I am truly pleased with the excellent efforts made by all my colleagues."

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Service to others is everything

…. the Luminus commitment to excellence

CHAN ABRAHAMGROUP CHIEF EXECUTIVE

Chan Abraham, Group Chief Executive, explains how Luminus wants to inspire great service

When was the last time that you received really great service? Or, put another way, is it easier to remember service that was not up to standard?

Sadly I do not feel that we get great customer service in the UK. Of course, there are exceptions. Sometimes, we are surprised by the efficiency or politeness of those serving us. However, for much of the time we have become used to a level of service which is a bit like the weather – we can’t avoid it and most of the time we feel like complaining!

A lot of this is really is about how people in the UK view work – an approach to life that Luminus takes very seriously. We don’t get it right all the time, but we do get it right most of the time. Where things don’t go as we or our customers would like we make a serious attempt to learn and improve. Our way is to encourage our people really to value the time they spend working for us as an important part of their lives.

In far too many work situations in the UK people wish that it was Friday or the weekend. Not in Luminus! Ask any member of staff, “which is the best day of the week?” and the answer you will get is “Sunday – because it’s the day before we come to work”. Of course, everyone has “down days”, but in Luminus we seek to inspire all our people to see their work as an important and fulfilling part of their lives. They feel part of the Luminus family and, together, we want to demonstrate a more excellent way of doing business.

In Luminus we believe the future is bright and we hope that we are able to encourage great service by our own example.

May I send you my personal greetings for a Happy Christmas and a New Year of giving and receiving great service to others.

With kind regards

“I slept and I dreamt that life

was all joy

I woke and saw that life was

but service

I served and understood that

service was joy”

Rabindranath Tagore 1861 - 1941

Page 3

Luminus staff look forward to Mondays

‘Creating a Safer Neighbourhood’ has been the subject of our Best Value Review for 2007. The Tenant Services Assessment Group (TSAG) have met with Luminus staff regularly since April, taking part in a range of activities, which have included:

• An introduction to how we deal with anti-social behaviour by Phil Rozier, Anti-Social Behaviour Manager, followed by a question and answer session • Assessing the information on anti-social behaviour given to tenants at sign up, the information sent to tenants once a case has been logged by the Anti-Social Behaviour Team and the actions that can be taken • Reviewing the Anti-Social Behaviour Strategy, to ensure that the strategy is updated and brought into line with the Government’s Respect Agenda • Asking questions of a focus group, consisting of other tenants and private residents who have experienced anti-social behaviour. These activities have enabled TSAG to make recommendations for the report currently being produced by Luminus staff. A final meeting will be held in the near future with the Best Value Review Panel and the TSAG to approve these recommendations.

Leaseholder Progress Report

Creating safer neighbourhoods

Page 4

The latest meeting welcomed 15 leaseholders to Brook House where Dennis Burling, the leaseholder representative on the Tenant Services Consultative Forum was introduced. Trevor Roberts, Head of Neighbourhood Services, updated the meeting on an action plan to ensure the key processes are reviewed.

This includes:

• Grounds maintenance and cleaning• Leaseholder involvement including a Leaseholder Group• Information provided to leaseholders including a Guide for Leaseholders• Access to services• Staff awarenessA meeting will be set up in January 2008 to discuss the progress of the service review and developing the Guide for Leaseholders. All leaseholders and shared owners will be invited to this meeting in the new year.

Dennis Burling Leaseholder Representative

EVERYONE knows that fire kills, so there really is no excuse for putting yourself and your family at risk. Cambridgeshire Fire and Rescue Service can arrange for you to have

a free Home Fire Safety Check. This is when a member of the Fire

Service will come to your home to talk to you about how to make you

and your family safer against fire. They will even put up smoke alarms

in your property free of charge should you need them.

Over the last five years, more than 70 people have been killed each

year in England and Wales because their smoke alarms didn’t work –

usually because the battery was flat or missing.

Make sure it doesn’t happen to you. It’s your responsibility.

To book in for a FREE Home Fire Safety Check, contact Huntingdon

Fire Station on 01480 52567.

Are you under 35? We want your views on how we can improve the area you live in and the services Luminus provides.If you have a great idea on how we can achieve this, send it

to us!. We will enter your name into a prize draw and you could win

the latest fantastic 4GB iPOD Nano. The 4GB iPod nano is a revolutionary

full-featured iPod that holds 1,000 songs, yet is thinner

than a standard pencil. The iPod nano features an ultra-portable,

lightweight design with a colour screen. To be in with a chance of winning, please

send your ideas by email to Tracey.stone@luminus.org.uk, by text to 07710

732121 or post to Tracey Stone, Tenant Involvement Officer, Luminus Group,

Brook House, Ouse Walk, Huntingdon PE29 3QW.

Enter your name now for a great chance to win this superb 4GB iPOD Nano

Home Safety First

Page 5

GetPlugged In!. . . . . . . . . . . . . .

Page 6

Our new way of letting homes will be introduced in February 2008. Housing applicants will receive a welcome pack explaining how the scheme will work and how to express interest in available homes advertised fortnightly on the internet, in a property magazine and at council and housing association offices and other access points. For more information please contact the Lettings team on 01480 428527 or visit www.luminus.org.uk

We have a number of tools that we can use to help us deal with anti-social behaviour. One of these is the Acceptable Behaviour Contract. This is a voluntary agreement drawn up by ourselves, and often with the help of other agencies such as the police or local council, that sets out a series of rules that the perpetrator of anti-social behaviour agrees to comply with. These have proved to be very successful in a number of cases in changing behaviour.

How an Acceptable Behaviour Contract can work

A young single mother moved into a block of flats. We soon started to get complaints from neighbours about loud music, frequent door banging and lots of visitors, who were sometimes abusive to neighbours and were using illegal drugs. Letters to the tenant did not stop the problem.As the behaviour did not improve we called in

Social Services and it was agreed we would use an Acceptable Behaviour Contract.

The tenant agreed to sign the Contract. Since that time her behaviour has improved significantly and we have had no more complaints of anti-social behaviour. The residents in the block are now on more friendly terms with the tenant.

This is a good example of how the use of the Acceptable Behaviour Contract, and the support given to the tenant by Social Services, has held the tenant change her behaviour and helped her to maintain her tenancy.

HomeLink - Choice Based Lettings

Page 7

Disability Equality Scheme

Performance Review

Members of the Disability Advisory Panel (DAP) are helping us to produce a Disability Equality Scheme (DES). This will set out how we intend to check our services to find out if we are meeting the needs of people with a disability. The DES will be published by December 2007.

We are always looking for new people to join our Disability Advisory Panel. If you are a tenant

With this edition of Luminus News you will find our Annual Performance Review 2006-2007. This shows how we have performed in our main activities and also gives information about our customer focused services and continued commitment to making your communities better places to live.

In September we sent out a Customer Satisfaction Survey to our tenants. The survey is an important part of our customer consultation process and helps us to identify how we make our services better for you in the future. Thank you to all who returned it. Look out for the results of the survey in your next edition of Luminus News.

or leaseholder and consider yourself to be disabled we would like to hear from you. Please contact Tracey Stone, Tenant Involvement Officer on 01480 428541.

Customer SatisfactionSurvey

A big THANK YOU to all those who kindly filled in and returned their Customer Satisfaction Survey Forms.

Paul Homewood, DAP Representative

Luminus invites you to join our Carols

for Christmas on Thursday 19 December 2007 starting at 5.00 pm. at Brook House, Huntingdon.

Come and enjoy a great time of singing favourite carols with mulled wine, mince pies and special appearance by our guest band Face2Face.

ALL ARE WELCOME!

CarolsforChristmas

Christmas Break

Our Christmas break will be from Friday 21 December and we will be open for business on Wednesday 2 January 2008.

If you have an emergency repair during this period, please telephone 0207 540 9820.

Please note: This service is for emergencies only and the operator will inform you to contact us on 2 January 2008 for any non-emergency repairs.

5 5

Gypsy and Traveller EventIn October Luminus led on a major regional event which looked at how landlords can work with government agencies and local authorities to provide better sites and services for our Gypsy and Traveller Communities. The event was attended by 70 people, including local Travellers. Our own Mellissa Marshall, Traveller Liaison

Officer told the conference about her excellent work with our Traveller community, which has resulted in Luminus receiving a number of awards. Luminus also made a major contribution to the production of a book which gives people providing services to Travellers useful information on the best way to deliver these services.

Page 8

Joshua is a Luminus baby

Oxmoor has received a “SILVER AWARD” in the URBAN REGENERATION CATEGORY

Oxmoor's Community

Action Group (OCAG) formed a sub

group ‘Moor in Bloom’ at the request of local residents who

wanted to enter Oxmoor into ‘Anglia in Bloom’ under the Urban Regeneration

Category.

Support came pouring in with volunteers working all hours and Huntingdonshire District

Council busy tidying, planting, and cleaning. Luminus donated prizes for the 'Best Front

Garden' and gave a grant towards expenses. No stone was left unturned. The Moor in

Bloom Steering Group introduced the judges to Luminus initiatives, including the Junior

Warden Project, Unity in the Community, the Huntingdon Youth Centre 'Juice Bar' and

Coneygear Park. Thongsley School Junior Wardens stole the show with their magnificent

presentation of the ECO garden.

‘Special Awards’ were presented for:

Coneygear Park – Public Open Space Award

Huntingdon Youth Centre and Luminus Group – Best Joint Project, 12 –18 yrs

Oxmoor Community Action Group – The Community Project Award

The Judges report said:

“Moor in Bloom has to be congratulated in getting the whole community motivated across

the whole age group range, which makes Oxmoor what it is. OCAG is the seedbed of this

first time Urban Regeneration entry into Anglia in Bloom. The coming together of the

statutory and volunteer bodies and the outcomes of their agenda is an excellent example of

how to get unity into the community with pride.”

Well done Oxmoor!

Congratulations Moor in Bloom

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BENWICK Work is progressing fast on the new homes in Benwick. Taylor Wimpey have almost completed the roofing stage on the 7 new 2 and 3 bedroom homes and the properties are being prepared for first fix of electrical and plumbing works.The properties are expected to be ready for letting in January 2008.

WHITLOCKS Whitlocks, Cambridge, is now on target for December 2007 completion. Several flats are currently at the fitting-out stage of kitchens, bathroom, flooring, etc, and the show flat is expected to be completed by mid December. There will be 35 flats for Key Workers and 9 market sale flats.

RAMSEY GRAND Discussions continue with the planners and plans are expected to be put to Huntingdonshire District Council in November 2007. It is hoped that permission may be granted before Christmas..

BROUGHTON E

A successful Topping Out ceremony took place on 28 September 2007 and works continue on site for the 67 high quality homes in Broughton, Milton Keynes. Handover is likely to be ahead of programme and could be ready as early as January/ February 2008.

Whitlocks, Cambridge

Benwick, Cambridgeshire

Broughton, Milton Keynes

The Grand, Ramsey - artist's impression

Myths, rumours and misinformation surrounding the arrival of new migrants and

ethnic minority groups can be hard to dispel. Luminus has an important role to play in supporting both its exisiting communities and new people coming to the area, some of whom may be from other countries.

The percentage of new people moving to this district is low compared with other areas but this may rise in the coming years.

Misunderstandings around new residents can cause concern for many and often surrounds issues such as employment, housing and health.

There is a lot for us all to learn and we need to gain a better understanding to help communities live and work together.

Did you know…?When people enter the country on a work permit they have to work or are expected to leave the country. They don’t have the option of signing on the dole.

Migrants come to the UK to work, not to claim benefits. There is no evidence to show that migrants contribute to a rise in claims for

benefits. A8 nationals (Eastern European countries recently joining the EU) are eligible for public funds only if they are a registered worker in the UK. Far from acting as a drain on public services, often new migrants help to deliver vital services.

Many doctors, nurses and dentists are born abroad or are from a minority background and the NHS would collapse without them.

Care is provided to all equally and is based on need. Migrants do not get priority in health treatment over local people and do not jump to the top of waiting lists. Priority for rented housing is based solely on housing need. Those given preference for social housing include those who are homeless, living in overcrowded accommodation, and people who need to move on medical, welfare and disability grounds. Nationality is not one of the factors that is taken into account in deciding whether someone is able to qualify for social housing.

There is a current shortage of highly-skilled people in key

sectors such as the NHS, public services and the IT industry which is being met by new migrants.

For more information visit www.communities.gov.uk

Dispellingthemyths aboutmigrants

Page 11

Migrants come

to the UK to

work, not to

claim benefits.

Migrants do not

get priority in

health

treatment

Page 12

Out & About Winter Holiday Period is Coming Up – The Out & About Activities and Transport Project has a full calendar of events organised for the coming winter months. These include pantomimes/theatre trips across the district, winter cruises on the Ouse as well as the usual shopping trips and days out. The project is going from strength to strength and now has in excess of 350 members. The aim of the project is to improve the quality of life for older, vulnerable and disabled people, by breaking down the barriers that prevent them from leading more active and healthy lifestyles. We are also always looking for volunteers to help with driving and supporting Out and About. We are now going to be offering the Out and About Minibus for Group Hire in evening and weekends. Drivers must be MiDAS trained, which we can offer through Luminus Group. For quotes and availability please call the number below. It is a very exciting new project and the staff are very enthusiastic. If would like to be involved in this or you know anyone who would benefit from this new service please contact Amy Roe the Activities and Transport Coordinator on 01480 428428.

As part of Cambridgeshire Celebrates Age an

“Aged to Perfection Party” was held at Medway Court, Huntingdon on the 11 October. Over 150 people attended the event and received information from a range of groups and agencies including Luminus. Luminus has had an excellent response from people requesting information about the services available including the Lifeline units. The event was featured on Anglia TV illustrating that a good time was had by all.

Remember – once it is dark do not answer your door to anyone unless the visit has been pre-arranged. Simple steps are the most effective, such as closing your curtains once darkness falls, so that anyone passing by cannot see who is in the property and always putting the chain on the door before you open it.

Out&AboutMaureen Croom, Windsor Court resident, receives an MBE for 15 years service as a cleaner at 10 Downing Street.

Cambridgeshire Celebrates Age was a week long celebration in recognition of older people in the region. Oak Foundation sheltered scheme had a full

programme of events during October 2007, ranging from healthy eating breakfasts to musical quizzes around the piano.

Cambridgeshire Celebrates Age

Aged to Perfection

Winter nights are coming

Congratulations Maureen

The Ferry Project is looking to help the unemployed and the environment!

The Ferry Project is looking to build warehouses in March to expand

its recycling work and provision of work experience placements for the

unemployed. The plans cost £1.1 million and so far the Ferry Project

has raised £350,000 from the European Rural Development Fund.

The Project is waiting for the outcome of a bid to the East of England

Development Agency for the remaining £750,000. The decision will

be received at the end of October. Keith Smith the Director of Ferry

said " We're really hopeful of getting all the funding. It is great when a

scheme can help people and the environment at the same time. Once

the warehouses are built Ferry will be able to reduce the amount of

furniture going in to land fill sites, which is good news for everyone."

The Ferry Project

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Luminus Group aims to provide high quality services for all of our customers but we recognise that there will be occasions when someone is not satisfied. We believe it is important for us to listen to you if you have a complaint. We want to put things right and make sure that any problems you report do not happen again.

We define a complaint as follows:• dissatisfaction with

our standard of service

• inappropriate action or

lack of action by our staff

or contractors

How our Complaints Resolution Process works?Our complaints resolution process consists of three stages that allow your complaint to be dealt with as effectively possible.

Stage 1: your complaint will be dealt with by the manager responsible for that service area.

Stage 2: if you are still not satisfied, your complaint will be independently investigated by a staff member in the Strategic Services Team.

Stage 3: if you are still unhappy after your complaint has been reviewed at stage 2, your

complaint can be considered at

stage 3. You will be given the option to have an Executive Director review

your complaint or you can request

a hearing with the Group Chief Executive

and a non executive board member to take place at

Brook House, Huntingdon. We will seek to bring your complaint

to a satisfactory conclusion within 3 months or sooner of the complaint being

logged with the Strategic Services Team.

Housing Ombudsman ServiceIf, after you have gone through the three stages of the Complaints Resolution Process you still feel that your complaint has not been resolved to your satisfaction, you can refer the matter to the Housing Ombudsman Service where your complaint will be reviewed independently. Luminus Group will abide by the final decision of the Housing Ombudsman Service.

Customer Complaint Resolution Process

What do we mean by a complaint?

You can contact us by:• visiting any Luminus Group office and speaking to a member of staff• putting your complaint in writing• completing our Customer Complaint Resolution Form• calling us at any of our offices (be sure to have a pen and paper ready)• emailing us using our ‘online feedback’ form on our website at www.luminus.org.uk.We will not investigate events that have occurred more than 12 months previously.

25 November – Huntingdon Christmas Lights “Big Switch On”

30 November – St Neots Christmas Lights “Big Switch On”

December – look out for the findings of the Luminus Best Value Review ‘Creating a Safer Neighbourhood’

1 December – Ramsey Christmas Lights “Big Switch On”

2 December – St Ives Christmas Lights “Big Switch On”

4 December – Tenant Services Consultative Forum

Thursday 19 December 2007 Luminus Carols for Christmas starting at 5.00 pm at Brook House

Friday 21 December Brook House will close for Christmas and reopen on Wednesday 2 January

January 2008 Luminus Leaseholder Meeting

The Great North Run

It was a truly memorable day to be running along with 30,000 others all in aid of charity.

At many points along the 13.1 miles you could witness, either in front or behind, a mass of runners of all shapes and sizes as far as the eye could see. The people of Newcastle and South Shields were amazing as they turned out in large numbers to cheer us on.

Thanks to your generosity the sponsorship total now stands at nearly £2,000. My actual time was 1 hour, 37 minutes and 35 seconds.

Thanks again for your support.

Nigel

Nigel Finney, Luminus Group Executiver Director (Operations), receives his sponsorship cheque from Group Chief Executive Chan Abraham

Page 15

Do

n't

Fo

rge

t LuminusDiary Dates

General tenancy enquiries concerning mutual exchanges, changes to tenancies, garden maintenance, service charges, lettings, boundaries, anti-social behaviour, tenancy disputes and Neighbourhood Wardens.

01480 428777General Enquiries (Luminus Group Services)

01480 428333Service Centre

01480 428521Benefits Advice - Sue Cargill

01480 428541Tenant Involvement Officer - Tracey Stone

01480 428588Neighbourhood Services

01480 428531Tenant Liaison Officer - Linda Bevens

01480 428522Revenues - NORTH

Between 9.00 am - 5.00 pm Monday to Thursday 9.00 am - 5.00 pm and Fridays 9.00 am - 4.30 pm

For reporting all repairs.

Enquiries about your rent account (North Area).

Advice about housing benefit and other benefits.

Enquiries about improvement work being done in your home.

Information about how you can become involved with Luminus Group.

Emergency repairs include: • Gas & Central Heating problems (DO NOT ring the contractors direct) • Total loss of water supply • Major water leak (which is causing a flood) • Toilet blockage (where there is no alternative toilet in use) • Blocked flue to a boiler or open fire • Total loss of electric power

01945 467596Luminus Ferry Project

Providing services to the homeless in Fenland

& GROUP CONTACT DETAILS

Emergencies: where a vital service has broken down and is likely to cause risk to you, your family or neighbours, your home or your belongings. This will be made safe within 24 hours.

If you have any comments or would like Luminus News in large print or as an audio cassette, please contact Kelly Linay on 01480 428707 for more information.

Published by Luminus Group • Registered Office Brook House,

Ouse Walk, Huntingdon, PE29 3QW

Tel No: 01480 428777 • Fax No: 01480 428555

E-mail: info@luminus.org.uk • Website: www.luminus.org.uk Designed by Prototype Design 01923 333888

For help to understand this newsletter please ring 01480 428721

01480 428500Revenues - SOUTH

Enquiries about your rent account (South area).