luminus news winter 2010

LuminusNEWS

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THE INSPIRED LUMINUS FAMILY

News and more from one of the Best Companies to Work For in the UK Winter 2010 Issue 43

INSPIRINGOTHERS

JEANS FORGENES

FENLAND SUCCESS

LUMINUS ONTOUR

2WINTER 2010 LUMINUS NEWS

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

MESSAGEFROM THE GROUP CHIEF EXECUTIVE

As our Year of Renewing Hope and Inspiration draws to a close we are celebrating the fact that Luminus really is an inspired family – and one that wants to change the world for the better.

Throughout 2010 we have experienced tremendous progress along The Road to Renewal. An outstanding example has been the enthusiastic attendance at our Saturday morning Residents Conferences where large numbers of people have shown that they want to be active to achieve our 2020 Vision. Everyone knows Britain has problems. But, instead of moaning, the Luminus family of residents, employees and board members is focused on what we can do to make a positive difference.

The Luminus family is

focused on what we can do to make a positive

difference

3 WINTER 2010 LUMINUS NEWS

DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

CONTENTSPage 4Luminus inspires residents to change the worldPage 6Making the connectionPage 7Getting involvedPage 8Assessing service deliveryPage 9Luminus residents and employees on tourPage 10Equality Act 2010Page 13Luminus in the communityPage 15Octavia’sPage 15Fenland business successPage 16Making changes to your homePage 17Important Christmas notices

Page 18

Getting ready for winter

Page 18

COMPETITION!

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]

This way of looking at the world is encouraged by the Luminus emphasis on excellence in everything we do, helping every member of the family to know we can be relied upon. Luminus is genuinely committed to the best standards of service for our residents, treating people with courtesy and respect. We also expect those we deal with to do the same. Our uncompromising approach has given everyone associated with Luminus the encouragement to believe they can be active in their communities and play their part for the good of others.

Changing the world for the better is a big job, but we are achieving it little by little. The important thing is never to give up and it is that sense that we can do this together that seems most to have fired people’s hearts and minds. Ordinary people are beginning to understand that they can do extraordinary things as their sense of hope and inspiration has been ignited this year.

Our Year of Renewing Hope and Inspiration has energised us to believe that 2011 will bring opportunities for even more progress along The Road to Renewal towards our 2020 Vision as we work to change the world right where we are.

Can we do it? YES, WE CAN!

The Luminus family is

focused on what we can do to make a positive

difference



LUMINUS INSPIRES RESIDENTS TO CHANGE THE WORLD

Luminus residents have responded enthusiastically to join the award-winning business in helping to change the world for the better.

At the action packed Luminus Residents Conference ‘Our Community: Inspiring Others’, 150 residents voted unanimously in favour of helping to inspire and motivate others in their communities to achieve the Luminus 2020 Vision along The Road to Renewal.

Chan Abraham, Luminus Group Chief Executive, spoke about how Luminus had been radically improving the lives of individuals and neighbourhoods and explained how this could continue to be done over the next ten years.

In acknowledging the vital contribution of residents, Mr Abraham took the opportunity to make special awards to Mr and Mrs Wilcox, winners of Luminus in Bloom 2010 and to Mr Kelly who won £250 in the Luminus quarterly prize draw, before inviting Luminus managers to the stage to give a surprise performance of ‘You Raise Me Up’. One resident commented after the performance,

“Congratulations, your singing was beautiful.”

Residents then listened with great interest as Nigel Finney, Executive Director (Operations), gave a summary of Luminus’ introduction of ‘Special Standards’ for encouraging people to look after their gardens and issues around tackling anti-social behaviour, for which they voted overwhelmingly in favour.

The theme of inspiration continued with residents then being asked for their views on how they would like to take forward the Road to Renewal theme by being actively involved in their local community through three new Luminus initiatives:

Street Representatives who work to bring • forward issues about their neighbourhood to organisations such as Luminus, the Police and local councils.

Block Representatives who tell Luminus about • issues within blocks of flats and inspect the quality of work done in communal areas.

Environmental Support Teams of Luminus • staff and local volunteers working to improve the local environment as part of Luminus’ very successful Spot the Solution programme.

All attendees enjoyed a complimentary buffet lunch after the event. HOPE Social Enterprises held a popular low cost household goods sale and residents had the opportunity to buy high quality electrical goods, soft furnishings and furniture at a discount price.

Residents gave enthusiastic feedback about the Conference, which was best summed up in the comments of one person who said, “The overall atmosphere of the event was fantastic! I smiled more often than I have in ages, what a tonic!”

The overall atmosphere of the event was fantastic!

...what a tonic!



Our Community: Celebrating Diversity

Saturday 29 January 2011 • 11am - 2:30pm

Brook House, Huntingdon • Lunch included • Free transport

For further information or to book transport or parking, contact the Luminus Tenants’ Transport Service on

01480 428652 or email [email protected]

PLUSlow cost household

goods sale



In July a consultation survey was sent to all Luminus residents about the future of resident and community involvement.

We wanted to hear your views on how you felt about our proposed new approach, the steps already taken and the vision for the future.

We asked questions about our Service Standards, and proposed special standards for gardens, promoting good behaviour and the internal condition of homes. We explained the enhanced role of the Scrutiny Panel and how residents will report to Boards about how Luminus is performing.

We are pleased that Luminus residents are so positive about our proposals, and we received many comments in support of the work we are doing in our communities. The consultation period is now closed.

We reported the findings to our Residents Conference in September, and then the Tenant Services Consultative Forum in October who made recommendations to Group Board in November. We intend to start our new approach to resident and community involvement by April 2011.

We received nearly 500 completed surveys back and the full results are on the right.

MAKING THE CONNECTION

Question I like I neither

like nor

dislike

I dislike

Do you like the way

we have put our key

commitments to you

in one easy-to-read

document?

84% 16% 0%

Do you want a special

standard for upkeep of

gardens?

85% 13% 2%


standard for promoting

good behaviour?

93% 7% 0%


standard for internal

upkeep of homes?

86% 12% 2%

Do you like our new

approach to ‘making

the connection with our

communities?

82% 17% 1%

Do you like the proposed

enhanced role of

the Scrutiny Panel in

measuring how we are

doing in delivering the

new approach?

77% 22% 1%

Do you like this approach

of keeping the TSCF at

the heart of performance

reporting to Board?

84% 16% 0%

We are pleased that Luminus residents are so positive

about our proposals



Luminus has an enviable track record in involving its customers in a variety of ways that are designed to encourage local residents to fully engage with the company.

This engagement is important because we value the views of our customers and they have made a difference in so many ways in the past.

Anyone who has been to a Luminus meeting or event will know that we always provide interesting and stimulating activities. We also emphasise informality so that attendees can take part in a welcoming atmosphere.

Our activity groups are designed to allow discussion and examination of different areas of service and this can involve helping us to select a

contractor for a particular area of maintenance to reviewing our Luminus Guide for Tenants.

There are opportunities to have your say and contribute your views in many different groups. You may want to find out more about our Disability Advisory Panel, join Oak Foundation Forum for our sheltered residents, become a Board Member, join the Editorial Panel for Luminus News, or take part in the Design Review Group.

Some of these groups involve site visits rather than just attending a meeting. In the past this has included a visit to empty properties to look at the standards of empty homes or helping with our Spot the Solution initiative that looks at ways to deal effectively with local issues.

However, if you want to make a contribution but feel haven’t got the time to spare or find it difficult to get about then you can become one of our Mystery Shoppers and make your views known about the service you receive from us. You can do this by filling in one of our special forms and popping it in the post in a pre-paid envelope.

Those residents who worked with us have said that they would like to see some younger people get involved. So if you are under 40 and want to make a difference to your community, street, block of flats, or want to help us shape the delivery of services then join with us and make the difference.

If you would like to discuss any of the groups or activities mentioned above please contact Alan Haines on 01480 428720 or email [email protected].

GETTING INVOLVED

WINNER OF £250 PRIZE DRAWAfter every repairs and planned maintenance appointment, we ask customers to complete a customer satisfaction form. Your comments are used to continually improve our service and highlight what we have been doing well.

Responses are entered into our quarterly prize draw with the winner drawn at random. This quarter, our winner was Mr Kelly from Brampton who collected his cheque for £250 at the Residents Conference. To be in with a chance of winning simply complete and return your customer satisfaction forms.



By gaining better information about our residents, we can ensure that we are tailoring services to meet specific needs. Using profiling information prevents a ‘one size fits all’ approach to the services we provide.

As part of this we are going to identify households which make high demands on our key services.

We will then look at their needs and plan our interventions accordingly. We want to move these households away from making a high demand for our services, to making a more proportionate demand in common with the majority of our households.

By identifying customer groups more likely to make a greater demand on services, we will be able to respond better to the particular issues facing these households.

Monitoring profiling information to identify possible gaps in service provision will result in service improvements which in turn will lead to longer, more sustainable tenancies. This could be through effective preventative action such as debt recovery, maximising income and debt advice.

This will result in Premium Brand service for all our customers.

KNOWING MORE ABOUT OUR CUSTOMERS

Luminus’ Scrutiny Panel was established to provide residents with the opportunity to assess service delivery.

This approach was approved by residents at our Residents Conference in May 2010. The role of the Panel is divided into three areas:

Carry out Impact Assessments of tenant • involvement activities to measure and report back on what changes have occurred and how service delivery has been improved

Carry out reviews of policies when • appropriate

Measure performance and examine, monitor • and regularly review Luminus’ Service Standards

The findings from the Scrutiny Panel meetings are reported to the Tenant Services Consultative Forum (TSCF) who will report to the Group Board as the final authority for reviewing performance. In August 2010 Scrutiny Panel members were given detailed information on how we performed in 2009-10.

We listed 26 key performance indicators as outlined in Luminus’ ‘Our Commitment to You’ leaflet. Against each performance indicator, information was provided regarding our performance for 2009-10 and whether our target had been achieved. Some written evidence and corroborating material was also provided.

The Panel’s comments were recorded and its findings were reported to TSCF in October, who considered the recommendations made. You can view the report at www.luminus.org.uk.

ASSESSING SERVICE DELIVERY



A group of Luminus employees, residents and non-executives experienced first hand the wide ranging impact Luminus is having in improving life for individuals and communities as they toured key sites in Cambridgeshire, Peterborough and Fenland.

Welcoming the tour, Luminus Group Chief Executive, Chan Abraham explained that they would witness the extent to which Luminus is continuing to reach deep and wide into local communities. Mr Abraham said that the tour would give them an insight into, “The extraordinary way Luminus is transforming the way adults and children, those in work and the unemployed, businesses, public organisations and the voluntary sector look at the world, the environment and their capacity to find solutions by working together.”

The tour also took the form of a training and personal development day which included a visit to William de Yaxley Church of England Primary School in Yaxley, where the Luminus Neighbourhood Warden Service has helped motivate the children in designing, creating and maintaining their own vegetable garden. The tour also visited Railworld in Peterborough where Luminus anticipates being the local housing provider alongside a world-class visitor centre showcasing sustainable transport as well as Wisbech and March, where Luminus subsidiaries Ferry Project and HOPE Social Enterprises are providing homes and jobs for homeless or disadvantaged people. One resident commented:

“What an inspiring day. Now I understand more of how Luminus is giving back to the community. This inspires me to live my life in a similar way.”

LUMINUS RESIDENTS AND EMPLOYEES ON TOUR



EQUALITY ACT 2010The Equality Act came into force from 1 October 2010. The Act updates, simplifies and strengthens previous legislation.

It is aimed at achieving a simple, modern and accessible framework of discrimination law which provides individual rights and promotes a fairer and more equal society.

The Act has implications for providers like Luminus, particularly in ensuring that we focus on

all the different elements of diversity. We have now revised our Equality and Diversity policy to reflect the new provisions, and will ensure that the way we recruit people to work for Luminus is in line with expectations.

For further information, please go to the Government Equalities Office’s website or contact Nairn Davidson, Performance Review Supervisor on 01480 428724.

ABUSE OF CHILDREN AND VULNERABLE ADULTS

The abuse of children and vulnerable adults is a very difficult and sensitive subject.

There is often a sense of shame that means people do not want to report what is going on.

In many cases there is the threat of violence if those who are subject to abuse approach anyone for help.

We work closely with Cambridgeshire County Council to coordinate our approach to abuse. We realise that there will be cases where people need support and we have a number of specially trained staff who are able to recognise and act upon information that has been received.

There are different types of abuse and they fall into five main categories, physical, sexual, psychological, financial and neglect.

Our staff who visit people in their homes for a variety of reasons are a valuable source of information for identifying potential and actual incidents of abuse.

They are able to report any concerns the may have to their manager. This concern in then reported to our internal Public Protection Panel.

The panel is made up of managers who already have knowledge in child protection, safeguarding of vulnerable adults, domestic violence issues and have resources and networks to inform the right people of the concern.

We will take the appropriate action but if you do have any concerns right now or in the future you can contact the right authorities on the numbers below.

Child in Need/Protection 0345 045 5203 Refuge/Woman’s Aid 0808 2000 247

Safeguarding Vulnerable Adults 0845 045 5202 Police 0345 4564564



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Sheltered Housing Independent living for the over 60’s

Our sheltered studio flats are designed specifically with the older person in mind, allowing you to live independently and safely in the community.

Available to rent now!Furnished show flat available for viewing at Langley Close, St. Ives.

For further information about sheltered housing, please contact our our Lettings Department on 01480 428345

Beautiful and practical apartments with on site support to allow older people to maintain independence, dignity and peace of mind in a welcoming and friendly community.

For more information please callour Lettings Department on

01480 428345

Park View, HuntingdonGreat quality affordable extra care living for older people



On Friday 1 October, Luminus employees swapped their usual work clothes for jeans to raise money for the charity Jeans for Genes.

Jeans for Genes aims to change the world for children and families affected by genetic disorders by funding support services and research into the causes and cures of these conditions.

By office employees donating at least £2 for the privilege of wearing denim to work, Luminus was able to raise over £150.

JEANS FOR GENES

LUMINUS IN THE COMMUNITY

Luminus employees have embraced the idea of giving something back to the community by raising over £2000 for local charities.

At two presentation ceremonies, representatives from the Huntingdonshire Society for the Blind, Multiple Sclerosis Society, Leonard Cheshire Disability and Christians Against Poverty were welcomed to Brook House by over 230 Luminus employees and guests to receive their £500 cheques at the monthly Luminus Conference.

Luminus employees have been donating through their payroll and fundraising events over the past year to support local charities which really make a difference in Huntingdonshire:

Huntingdonshire Society for the Blind is • dedicated to helping and supporting people with sight impairment

The Multiple Sclerosis Society provides • support to anyone affected by MS

Christians Against Poverty offers hope and a • solution to anyone in debt

Leonard Cheshire Disability aims to change • attitudes to disability.

In addition to these four fantastic charities, Luminus has also supported local woman Ann Bentley, who is undertaking the 3 Peaks Challenge in aid of Diabetes UK. Luminus wishes her well in climbing the highest peaks in Scotland, England and Wales within 24 hours.

Group Chief Executive, Chan Abraham said,

“In 2010, our year of Renewing Hope and Inspiration, Luminus employees have embraced the idea of giving something back to the community. These charities transform lives, provide hope and give support to vulnerable people through difficult times, and are allies in our mission to change the world for the better where we are.”



A new and unique shopping experience providing stylish quality items for you and your home.

- New, pre-loved & reconditioned items -- Affordable prices - Environmentally friendly -

...affordable style for you and your home

Octavia View • South Brink • Wisbech • PE13 1JQ

Opening hours: Monday to Saturday 9am - 5pmtel: 01945 584235 email: [email protected]



Octavia’s, the new glamorous addition to Wisbech shopping, was launched with a champagne and canapé reception before it opened its doors to the general public on Saturday 30 October.

Guests included the Deputy Mayor of Wisbech, Wisbech Town and Fenland District Councillors, representatives of organisations such as CCORRN who have assisted with the project and members of the local press.

All were invited to officially open and toast the new shop whose sophisticated atmosphere reflects the opulent Octavia View, a Grade II listed building.

Octavia’s, open from 9am to 5pm Monday to Saturday and run by HOPE Social Enterprises, sources high quality seconds from major high street retailers that have been returned, damaged or are end of line and repair the items ready for resale.

The result is excellent quality goods at reasonable prices, with a comfortable, stylish and unique shopping experience with something for everyone.

Attendees and local people have warmly received Octavia’s, which combines affordability with beauty and style.

OCTAVIA’S - DESIGNER SHOPPING

Luminus, the UK’s No. 1 for leadership, work-life balance and a company run on strong moral principles is celebrating again with two of its subsidiaries scooping prizes at Fenland Business Awards 2010.

Keith Smith, Director of The Ferry Project and HOPE Social Enterprises achieved the accolade of the Business Person of the Year Award, in recognition of his dedication, commitment and hard work in founding homeless charity The Ferry Project, while HOPE was runner-up in the Social Enterprise category for contributing to the economic, business, social and environmental growth of Fenland.

FENLAND BUSINESS SUCCESS



MAKING CHANGES TO YOUR HOME

Any structural or significant changes to your home or garden require permission from Luminus. This forms part of your tenancy agreement and is vital for your health and safety.

One Luminus resident recently carried out works without Luminus’ permission. These alterations were the root cause of a major flood, and as a result the resident suffered extensive damage to their belongings. On top of this, the resident was required to move out of the property while repairs were completed. The cost of alternative accommodation and the repairs were the tenant’s responsibility.

Any alterations that are carried out without our written permission are the resident’s responsibility. Therefore, if necessary, the resident will be charged to restore the property to its original condition and for any repair work needed as a result of the alteration.

You may be entitled to some compensation for improvements if and when your tenancy ends.

Alterations that require permission include:

Changes to your kitchen or bathroom fixtures • and fittings

Knocking down any walls either inside your • home or in your garden

Changing fixtures or fittings that relate to • water, gas or electricity

Erecting sheds or greenhouses or other • structures in your garden

Constructing a dropped kerb and hardstand•

Putting up any external aerials including • satellite dishes

Fitting additional locks•

Erecting conservatories or porches.•

If you are unsure about whether you require permission to make an alternation to your home, contact our Service Centre on 01480 428333.

Before the cold spell really make sure

you know the location of your water

stopcock and check it has not seized.

This will save valuable time in case of

an emergency.

If your pipes burst or freeze:

1. Turn off your water supply at the stopcock and turn on cold taps to drain the system.

2. Turn off water heating systems.3. Turn off electrics – If they are wet, DO NOT touch them!

4. Call Luminus on 01480 428333

If the burst or frozen pipe is outside of your home then it is the responsibility of your water supplier.

To prevent frozen pipes, keep your heating on a low setting even while you are away.

IF YOUR PIPES BURST OR FREEZE THIS WINTER



MONEY AT CHRISTMASChristmas can be an expensive time and it can be tempting to turn to an unlicensed money lender for a loan.

However, loan sharks are a dangerous way of borrowing money. They charge very high rates of interest which mount up very quickly, can become threatening and you have very little protection as they operate outside the law.

If you are worried about your situation, call the Huntingdon Citizen’s Advice Bureau on 01480 388900 or the Bridge Money Advice Centre on 01480 498802.

IMPORTANT CHRISTMAS NOTICES

OVERLOADING SOCKETS Fire safety is important all year round but at Christmas, a combination of decorations, fairy lights and new electrical gadgets can increase the dangers.

To keep you and your family safe this Christmas, make sure you don’t overload sockets especially if you are using adapters or extension leads. Turn off all Christmas lights while you are out and beware of leads as they can be trip hazards. Try to run them around the edges of rooms.

CHRISTMAS CLOSURELuminus offices close on Friday 24 December 2009 at 4.30pm and re-open on Tuesday 4 January 2010 at 9.00am.

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 the 4 January for any non-emergency repairs.



Page:1

Please follow these simple tips to ensure the safety of you and your family this Christmas:

DO• make sure that all decorations are fire retardant

DO• have the chimney swept before lighting an open fire

DO• empty all ash trays making sure that cigarettes, cigars and pipes are fully extinguished

DO• put a fire guard around a fire especially if young children are present

DO• ensure pets have a quiet, safe place to retreat to if celebrations are noisy.

DON’T• place the Christmas tree too close to open fires, portable heaters or radiators

DON’T• leave the Christmas lights on unattended for long periods

DON’T• use party poppers near naked flames

DON’T• place Christmas presents too close to heaters or fires

DON’T• leave lit candles unattended

DON’T• leave edible or breakable decorations within reach of small children or pets.

Safety is important all year round but at Christmas the distractions of celebrations, decorations and visitors can mean that we take more risks or are unaware of the dangers in our homes.

CHRISTMAS SAFETY

Can you spot Edward the Bear hiding on a page of this edition of Luminus News?

If you find him, send an email to:

[email protected]

with the correct page number by 17 December 2010 and you will be entered into draw to win a £25 Argos gift voucher.

GOOD LUCK FINDING EDWARD!

COMPETITION!SPOT EDWARD THE BEAR

Christmas is not a time nor a season, but a state of mind. To cherish peace and goodwill and to be kind and merciful is to have the real spirit of Christmas.

Calvin Coolidge

Christmas Quote



Christmas A Celebration of

SPECIAL APPEARANCES FR

OM

The Lu

minus S

ingers

Carol Singing - Mince Pies - Mulled WineA L L W E L C O M E • A D M I S S I O N F R E E

For more information please call 01480 428707

Brook House • Ouse Walk • Huntingdon

Wednesday 22 December 2010 - 4 .45pm fo r 5pm -



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

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 428707/8Communications & Marketing

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 428541Tenant Involvement

luminus news winter 2010

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