Issue 25 July 2006

I s sue 25 - J u l y 2006

Tenan t Con fe r ence P7 Deve lopmen t s P9 Ash ton House a t 40 ! P10Out & Abou t P6

Group Chief Executive, Chan Abraham welcomes a new family to their home

Group Chief Executive's Message "The winning combination.... success through partnership"

Page 4: Best Value Review Panel LUMINUS Homes is now the "trading"name for HHP

Page 5: Tenant Services Consultative Forum & Diary Dates

Page 6: What's Out & About?

Page 7: Forward Together - Tenants Conference

Page 8: Helping Us to Help You Annual Servicing of Gas Appliances

Page 9: LUMINUS launches landmark homes in Cambridge

Page 10: Ashton House at 40! LifeLine

Page 11: Ferry News and Ferry Project Farming

Page 12: Spotlight Personality Garages to Rent Opening of New Health Centre

Page 13: Spot the Solution

Page 14: Financial Health Clinic Design Review Group

Page 15: Kids 'Spot the Difference'

Page 16: Luminus Contacts

In this edition...

Top marks for excellenceLuminus Group is proud to announce its success

in gaining the prestigious Government Charter

Mark award for excellence in customer services.

This award is only given to organisations that

can demonstrate excellence in customer service

across a range of standards such as customer

involvement, setting standards and the promotion

of fairness and choice.

The Charter Mark assessor, Dick Broome praised

Luminus Group and said that “throughout the organisation there is a clear commitment to provide the very best service to the tenants”.

Welcome

The winning combination...success through partnership

Chan Abraham, Group Chief Executive, encourages us to believe in winning together.

As you read this edition of Luminus News, hopes of a 2006 World Cup win are a faint memory. Some of us have a stronger recollection of an actual victory – 40 years ago!

In Luminus Group, we do not claim to have all of the answers, but we do believe in winning together – to provide homes, to give services to customers that are responsive to needs, and to work with others to provide a better future. This is why we are seeking to grow Luminus Group, inviting others to join us – such as the Ferry Project in Fenland – and linking up with partners in many areas across eastern England and in London. Increasingly, we are finding that people want to work with us because, together, we are a winning combination.

In order to strengthen the Luminus "brand" – the way Luminus is easily recognised, just like any well-known business name – HHP will now be known as LUMINUS Homes. This is important because, as we build homes elsewhere, the residents in those areas need to feel part of the wider LUMINUS family. As the LUMINUS name becomes increasingly well known and recognised for excellence and a genuine commitment to communities, we believe that others will also want to join us.

We are looking forward to more partnerships to help meet the needs of communities. With the support of all our customers, and working with other like-minded organisations, we believe we are the winning combination.

With kind regards,

CHAN ABRAHAMGROUP CHIEF EXECUTIVE

2006 1966

Welcome

Best Value Review - Update on Response Repairs Our review of the Response Repairs service is almost coming to an end. The Best Value Review Panel and Tenant Services Assessment Group recently met with some of Luminus Group tradesmen to question them on the service they provide. Clive Dunkling (carpenter), Barry Jennings and Nigel Teat (roofers) were asked a series of questions the groups had put together at a previous meeting. Some of the questions included: • Are tenants' homes left clean and tidy after completion of a repair? • Do tradesmen explain to tenants what the repair entails? The next meeting of the two groups will be to consider recommendations and review the activities that were carried out. If you would like to be involved in the next Best Value Review, please contact Tracey Slater, Tenant Involvement Officer on 01480 428541 or email [email protected]

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What does this mean?All our letters, leaflets and probably all references in public will from now be LUMINUS Homes

not HHP.

Why the change?We have continued to grow, to build homes, to replace those lost through Right to Buy sales

and are working outside Huntingdonshire. Since HHP is part of LUMINUS Group, it is right

to make the change. It will also help our future growth plans, since it means the LUMINUS

"brand” will become more easily recognisable. Finally it will help to avoid any confusion, since

from now on everyone can simply say they are part of LUMINUS!

How will it affect me?None of your rights are affected and you don’t have to take any action. Rent can still be paid in

the old HHP name, but you may like to start using the name LUMINUS Homes immediately.

is now the “trading” name for HHP

Importa

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News

Our tenants reviewing service quality issues

Tenant Services Consultative Forum • D

iary Date

The Tenant Services Consultative Forum sits at the heart of all tenant involvement activities. This group receives feedback from the outer pieces of the jigsaw which are made up of service specific and customer related panels. The Tenant Services Consultative Forum is made up of tenants and the Executive Board and had its first meeting on 29 June 2006. If you are interested in getting involved with any of the tenant involvement groups, please contact Tracey Slater, Tenant Involvement Officer on 01480 428541 or email [email protected]

A date for your diary

Thursday 2 November 2006Brook House, Huntingdon

12.30pm – 2.30pm

7.00pm – 9.00pm

Free transport will be availableSee the next edition of Luminus News

for further information

Area Association Meeting

Tenant members of the Forum have their say

Importa

nt

News

Some members of the Forum

Out

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Out & About is an activities and transport project funded by Luminus Group, The Big Lottery Fund and Help the Aged. The project will offer high quality activities and transport services for older, vulnerable and disabled people in Huntingdonshire. The activities will include quiz nights, bingo, cinema, lunch clubs, shopping trips, exercise classes, swimming, educational opportunities to name just a few. What are the aims of the project?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. When will it commence?The project will start in mid July and should be fully operational by the end of August. How can I take part?To allow everyone the opportunity to take part a membership scheme has been set up. The cost to join the scheme is £5 per year. Who can get involved?Membership will initially be open to all Luminus Group tenants, LifeLine clients, Age Concern clients and other sheltered housing residents. We are also keen to encourage older people living alone and unsupported to take part.

How will I be kept informed?Members will receive a newsletter every three months that will include a full list of forthcoming activities. Members can then book the activities of their choice in advance. Suitable transport can then be arranged to ensure that everyone can get to and from the activity involved. Is there a cost for the transport and activities?Yes. There will be a small fee for both the transport and the activity. We are aware that high costs are one of the biggest barriers that prevent people from participating in activities, therefore we are trying to keep this as low as possible. What transport is on offer?The project will have its own fully accessible mini-bus. The Coordinator will work closely with other community transport providers such as Social Car Schemes and Dial-a-Ride, to arrange the most suitable transport to take people to the activity of their choice. If I am interested who do I contact?The Activities and Transport Coordinator is Amy Roe who can be contacted on: 01480 428428 or by emailing [email protected]

What is Out & About?

Look out for more information on the launch of our Out & About bus!

Tenants Conference • Tenants Conference

For more information please contact: Tracey Slater, Tenant Involvement Officer on 01480 428541 or email [email protected]

Annual Servicing of Gas Appliances - Make sure that you get it done! You will be aware that Luminus Group as your Registered Landlord has a legal obligation under the Gas Safety (Installation and Use) Regulations 1998, to ensure that on an annual basis the gas appliances at your home are serviced. Every year you will be contacted by our gas servicing section in order that our contractor can gain access to your home to do this. If you do not contact us as required you will be in breach of your tenancy and will receive letters telling you that if the situation continues we might apply to the court to gain entry to your home. Therefore, you must make every effort to help us in getting this done. This is a service we provide to you free of charge. The health and well-being of you and your family is our primary concern. Please ring 01480 428687 in you have any enquiries or need to organise your gas service.

Remember - An un-serviced gas appliance is an unsafe appliance.

Helping us to help you • Our Service Centre is Luminus Group’s call centre which deals mainly with callers reporting repairs issues. Mornings are the busiest times on our telephone lines, with as many as 100 calls taken during the first hour of the day. If you have non-urgent repairs to report, you may find it more convenient to call after 11am. • When reporting a repair, or raising a query, it is a good idea to make a note of the name of the person you speak to. By doing this, you will help us to deal with your query more efficiently should you need to call us back. • Please remember that our repair priorities exist to help us organise workloads. Everyone would naturally like their repairs to be carried out as soon as possible, but we have to attend to the most urgent works first.

If you need to report a repair, please call 01480 428333.

Almost every home will be in need of repair at some time or another and Luminus homes are no different. The Best Value Review of repairs has highlighted how important this service is to tenants. In recognition of this, we have decided to include regular articles in Luminus News. We aim to include the following; tips to help you when reporting repairs, information to help you build a clear understanding of how the whole repairs process works, and statistics to demonstrate our repairs performance.

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This innovative landmark development at Ruth Bagnall Court, Coleridge Road consists of 72 studio apartments, 27 of which are being provided at affordable rents for key

workers. Luminus Group was the first to provide key worker homes in Cambridge, when it released 10 apartments at its nearby Market Rise site, last year.

Named in memory of respected Cambridge City councillor Ruth Bagnall, the high quality and standard of finishing in these new homes coupled with their excellent location close to local amenities and leisure facilities, have made them extremely popular.

Luminus Group is also planning to build homes in Great Shelford and Trumpington.

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Cutting the cake is Mrs Sykes (who has lived in Ashton house for 25 years), Mr Warner and Mrs Long, who are the three oldest residents

LifeLine is a community alarm system which enables you to call for help or reassurance if you feel unwell or have an accident whilst alone in your home.

All you need to do is press a button on a telephone or pendant and you will be connected to a control centre.

The control centre is staffed 24 hours a day, every day of the year. You will be able to talk to specially trained staff who will assess your situation and if needed, will contact your family, a friend or the emergency services.

You can be heard wherever you are in your home. Even if you cannot speak, the operator will know.

Anyone can have the system installed, whether they are a tenant or private householder. All you need is a telephone line with a plug-in socket and a mains power point nearby.

Ashton House at 40

LifeLine...The telephone based alarm system providing peace of mind and reassurance for older and vulnerable people.

Ashton House, Yaxley, celebrated their 40th Anniversary on the 7 June 2006. The local hairdresser made a celebration cake, The Merrymakers provided entertainment and everyone had a great time.

Ferry Project • Ferry Project Farming

Ferry NewsIn the previous issue of Luminus News you heard about Ferry Project and its new membership with Luminus Group. Over the past couple of months this membership has been progressing well and we are pleased to announce that we have just opened a new

21 bed space hostel in Wisbech. This hostel expands the number of bed spaces available to single homeless women and introduces two bed spaces for homeless young single mothers with young children.

This provides a valuable service to some of the most vulnerable people in our society just at a time when they need it most. Once these young people are back on their feet they move on to their own accommodation.

Ferry Project Farming

To help our clients get back on their feet we provide opportunities for them to gain work experience and qualifications that will help them find permanent work. One of the ways we do this is via Ferry Project Farming. This enterprise grows fruit, vegetables and flowers and sells them via local markets.

Hope House

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Meet...Geoff Morris Luminus tenant

Hello. My name is Geoff Morris and I live in Sawtry. I am a 53 year old divorcee who is disabled with Multiple Sclerosis (MS). I moved into my one-bedroom bungalow in November 2004 and I am very pleased with the property I was offered by Luminus Group, as I am an equal distance between Peterborough and Huntingdon. Fortunately, I am still working and I have my own business. I deliver training and consultancy services to companies, charities and other groups on a range of disability issues. Having become disabled later in life, I do feel a strong commitment towards supporting disabled people so that we can become equal partners in society. I have been very involved as a volunteer in various committees for Luminus Group. In particular, I am a founder member of the Disability Advisory Panel. We meet approximately twice a year to discuss all issues around Luminus Group service delivery and how this may affect the disabled people who live in their properties. As well as this, I am also involved in the Best Value Review Panel. I do enjoy my involvement on these various committees as I do feel that they offer a valuable service to The Group. If you are interested in getting involved in any of the tenant committees, please contact Tracey Slater on 01480 428541 or email [email protected]

Concessionary rates for holders of Disabled Driver badges

For information, contact: 01480 428526

Garages are allocated

on a first come first served basis

Garages to rentWe currently have garages available in

the following towns / villages:AlconburyAlwaltonEllingtonFarcetHoughton

HuntingdonRamseySt IvesSt NeotsWarboys

The Oak Tree Health CentreThe Oak Tree Centre, a state of the art health centre, is nearly ready for use beside Sapley Square, Huntingdon. The Centre will contain a broad range of services, with The Acorn Surgery moving into their new home in July 2006. The Acorn Pharmacy and the Anchor Dental Practice will occupy the ground floor, with podiatry, some physiotherapy, children’s and adult services also be based at the new site. The new health centre will ensure the communities of Oxmoor and the wider Huntingdon area will have the use of a range of health care facilities in a strategically constructed and dedicated building. The Oak Tree Centre is part of a wider scheme envisaged for the regeneration of Sapley Square and the surrounding neighbourhood. New shops and a community building are being constructed, while a mixture of low cost homes and affordable rented homes is also planned.

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Spot the Solution is an exciting project which gives our customers a great opportunity to improve their local surroundings. Spot the Solution is now in its fifth year and has made real improvements to many local neighbourhoods with many of the works having been carried out following the requests and comments we received from people who live in our homes. Examples of improvements carried out so far include new fencing, landscaping, improvements to communal areas of flats, parking bollards to protect grassed areas, communal seating and other measures which have helped reduce nuisance, such as lockable gates and the closing of alley ways. We have a dedicated team to consult with local people, recommend improvements and make sure that works are carried out.

Each year we set aside a budget for these improvements, over and above our already full programme of planned maintenance works. We need your help so that we continue to make the improvements that you request. Look out for the Spot the Solution stand and workshop at our Tenants Conference to be held on 15 July 2006 at the Burgess Hall, St Ives. For more information on how you can contribute to Spot the Solution, please call our Tenant Liaison Officer, Linda Bevens on 01480 428531 or email [email protected] We look forward to hearing from you!

Garages to rent

Spot the Solution

Before After

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Financial Health ClinicWorried about money matters? Help is at hand Luminus Group is committed to offering our tenants support in dealing with money matters and it is for this reason that we have been working in partnership with Citizens Advice Bureau, Huntingdon Independent Advice Centre, Trading standards, Cambridge County Council, Anglia Savers Credit Union and other partners to set up the Huntingdon Financial Health Clinic. This new community based project provides access to high quality benefits advice, debt counselling services and membership to the credit union. There are two weekly surgeries held on Mondays and Thursdays between 10.00am and 1.00pm in Sapley Square, Huntingdon (until mid July). So please come along and speak to one of the advisors.

Please remember, worrying about problems with money won't solve it, but getting expert advice and support will make a big difference.

Design Review GroupWebsite testing The new Luminus Group website was tested by our tenants before it

went live in April. Six tenants, with varying degrees of competency using a computer were put through their paces with a series of tasks to test the usability and whether the new website was customer friendly. The Group made many interesting comments and suggestions, some of which are currently being implemented to improve the design, layout and accessibility. The Design Review Group was established with the aim of giving our customers an opportunity to comment specifically on planned works, improvement programmes and exploring new services. If there is a particular area you are interested in, please contact Tracey Slater, Tenant Involvement Officer on 01480 428541 or email [email protected] and she will note your interest for any future meetings.

Tenants testing our new website

Kids* Spot the Difference for

£10

Original

Spot the 10 Differences

See if you can spot the TEN differences in the two pictures below.

The correct answer will win a £10 voucher. Last issue, Joe Bentley

of Houghton won £10 for correctly spotting all 10 differences. Please mark

the 10 differences below and send the completed

entry to: The Editor, Luminus News, Brook

House, Ouse Walk, Huntingdon, PE29 3QW * For children aged 12 and under

St Neots Holiday Scheme for Over 10’s Plans are underway to hold a holiday scheme providing activities for children aged 10 to 14. Called "Proud to be Loud" by attendees last year, activities are based on those that young people want to do, including photography, circus skills, team games, drama and graffiti art.

The scheme is free and provides many activities that are both constructive and interesting to their target audience. Funding comes from a variety of sources, including Cambridgeshire County Council. Organisers hope it will run for the last three weeks of the summer holidays, between 9.00 am and 5.00 pm. Venues are still to be finalised.

To find out more about the scheme, please call Penny Litchfield on 01480 388793.

Fusion Summer Activity ProgrammeHuntingdon Youth Centre is running their successful Fusion Activity programme again this year. The programme, available Monday to Friday from 24th July to 25th August, is completely free and caters for young people aged 8 to 18. The scheme is funded by Sure Start and supported by many partnership organisations. All those attending must complete a membership form.

Venues: Huntingdon Youth Centre 2.00 pm – 8.00 pm Coneygear Park 2.00 pm - 7.00 pm

For further details please call: Sally or Angie on 01480 375030.

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: [email protected] • Website: www.luminus.org.uk Designed by Prototype Design 01923 333888

✆

For help to understand this newsletter please ring 01480 428721

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 428522Revenues

01480 428521Benefits Advice - Sue Cargill

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.

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.

Enquiries about your rent account.

01480 428531Tenant Liaison Officer - Linda Bevens

01480 428541Tenant Involvement Officer - Tracey Slater

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 or toilet not flushing (where there is no alternative toilet in use) • Blocked flue to a boiler or open fire • Total loss of electric power

01480 428588Neighbourhood Services

Issue 25 July 2006

Documents

Transcript of Issue 25 July 2006