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Autumn 2009 Issue 38

RESIDENTS CONFERENCE “LUMINUS HELPED TURN MY LIFE AROUND”

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COMPUTERS FOR SCHOOLS

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VOICE YOUR CHOICE

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HELP WITH RENT

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LUMINUS BUILDS NEW HOMES


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

MESSAGE

FROM THE GROUP CHIEF EXECUTIVE

Residents responded enthusiastically at our conference

WE’RE WINNING -

TOGETHER!

We have been on a journey with our residents for over ten years and we know we’ve made a big difference in many people’s lives. So I was particularly pleased to hear the views of so many at our Residents Conference on 5 September 2009. The Luminus business is all about people, their homes and their neighbourhoods. It’s also about their hopes and heartaches. The conversations we had at the Conference helped us see how much Luminus residents appreciate and value the special relationship we have together. We heard about some of the good things that have been going on and residents also took the opportunity to talk about what needs to continue to change. All of that was very helpful. AUTUMN 2009 LUMINUS NEWS

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DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

CONTENTS

Now we are looking forward. We are moving into a new stage of helping people to get involved at the most local level possible. We want to support our residents in getting improvements in their neighbourhood. If it’s something we can do, then we will. If it’s Page 2 We’re Winning - Together! another organisation, then we’ll be trying to get them to act. Page 4 Residents Conference Page 6 Leadership and Service Excellence 2009 Page 7 Computers for Schools and Tenant Void Visit Page 8 Getting Involved and Voice Your Choice The Luminus business is all about people Page 9 Community Action and One point that several residents made was that they want to Luminus Performance Review encourage more young people and those with families to get Page 10 involved. We agree and are looking at ways to take this forward. Paying Your Rent If you have ideas, then please get in touch with me. Page 11 Residents were very optimistic Customer Satisfaction and about the future, while being Going Local concerned that we are now Page 12 living in a “broken Britain” Oak Foundation and it was exciting to see Page 13 their enthusiasm about Stay Safe in Your Home moving forward on our Road Page 15 to Renewal over the next ten Luminus Developments years – our “2020 Vision”. Page 16 We want all our residents to Respect - Responsible Parenting get involved in helping us Page 17 make a positive difference Wheelie Bin Etiquette and in neighbourhoods and Fire Safety communities. This way we’ll change things for the better in the Page 18 wider world. We’ve done so successfully since 2000. We can Testing your Boiler and do even more. Condensation in homes Page 19 Let’s win TOGETHER! Save Money by Saving Water and Firework Safety Tell us what you think Your views are important to us. Please tell us what you think about Luminus News. Call 01480 428707/8 or email news@luminus.org.uk 3

AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

RESIDENTS CONFERENCE Luminus invited tenants and leaseholders to Brook House on Saturday 5 September to take part in the first Residents Conference. Over 100 people attended the conference to give their views and hear about Luminus’ new approach to resident involvement. The event was described by attendees as ‘a very enjoyable and informative day’, ‘both interesting and informative’ and ‘a relaxed morning giving lots of information in a short time, by friendly and approachable people.’ The day started with Chan Abraham, Luminus Group Chief Executive, welcoming residents and giving a short talk about performance over the past ten years and the future of Luminus Group. Nigel Finney, Director of Operations then took residents through what Luminus offer to individuals and communities in the area.

Tenant Involvement Officer Tracey Stone with Georgina

Chan Abraham with a raffle winner

“I’M SURE THAT THIS CONFERENCE WILL CONTINUE FOR MANY MORE YEARS TO COME. LUMINUS HAS MADE ME REALISE HOW MUCH IT HAS HELPED TURN MY LIFE AROUND OVER THE LAST FOUR YEARS, AND I HOPE THAT IT WILL CONTINUE.” Residents were given an opportunity to ask questions and give their views. Every attendee received a pack that included two ‘My Big Idea’ cards that they were encouraged to fill in with an idea that could improve their neighbourhood. The ideas were displayed in the room, and Luminus will review each idea.

AUTUMN 2009 LUMINUS NEWS

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David Vessey addresses the audience


DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

Mrs Gibson gives feedback from the stage

Chan Abraham, Luminus Group Chief Executive said,

Luminus staff were available to answer queries about individual cases and sign up volunteers to the new Street Representatives scheme which aims to give people greater opportunity to report issues and create closer communities.

“We are delighted at the success of Luminus’s first Residents Conference. It is very important that our tenants feel they are part of the Luminus family and can accompany us on the Road to Renewal to improved communities.

In the raffle, two lucky attendees were awarded with £50 of Hope vouchers to use at the Hope low cost household goods sale after the conference.

Luminus has experienced great success over the past ten years with consistently high customer satisfaction levels, three star ‘Extraordinary’ Best Companies status and twelfth place in the Sunday Times 100 Best Companies to Work For. This Residents Conference laid the foundation for success over the next ten years.”

All attendees enjoyed a complimentary buffet after the event and a chance to socialise with each other and Luminus staff.

Luminus Residents Conference attendees

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AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

LEADERSHIP & SERVICE

EXCELLENCE 2009

Paul Ambrose, David Orr, Peter Hubbard and Chan Abraham at the Q&A session

Luminus held the region’s premier event for business professionals at Brook House, Huntingdon on Wednesday 8 July 2009. Over 110 delegates from local and national businesses attended Leadership and Service Excellence to gain practical hands-on advice about how to succeed in these difficult economic times.

Chan Abraham, Luminus Group Chief Executive, said,

“In 2009 our year of Transformed Lives and Excellent Outcomes, this conference shared our expertise in customer service, the secrets of success that led to us to an outstanding result in Short Notice Inspection and our innovative leadership style.

The event was hosted by Chan Abraham, Group Chief Executive of Luminus and founder of Leadership International.

Following our success in the Sunday Times 100 Best Companies to Work For, our 3 star ‘extraordinary’ Best Companies status and our five RoSPA Gold awards, Luminus is now helping other businesses achieve the highest standards in leadership and service excellence.’

In one morning, delegates heard “how to give great customer service” from Paul Ambrose, Operations Solutions Lead at BAA Stansted and the key attributes of “leadership that succeeds through recession” from David Orr, Chief Executive of the National Housing Federation. Peter Hubbard, a partner of Anthony Collins Solicitors, encouraged delegates to view the challenge of regulation as an opportunity for exceeding in excellence. The thought-provoking and inspiring conference continued with intensive workshop sessions in five areas ranging from ‘How to get three stars in Short Notice Inspection’ to ‘Redesign and futureproofing your business.’ AUTUMN 2009 LUMINUS NEWS

Nigel Finney and tenants host the 3* Inspection Workshop

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DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

Computer donation at Bushmead School

COMPUTERS FOR SCHOOLS Luminus has donated over 100 computers to several local schools including Bushmead, Ramsey Community School and St Mary’s School. The computers will be used for a variety of educational needs. For example, in Ramsey Community School the 200 pupils will now benefit from a computer in every classroom. Luminus Group Chief Executive, Chan Abraham, said,

“In 2009, our year of Transformed Lives and Excellent Outcomes, Luminus is delighted to be able to help Huntingdonshire schools with these donations. We believe in supporting all members of the community and I hope this gift will enable local young people to enhance their education.”

COMMITTED TO IMPROVING OUR HOMES

Members of the Design Review Group tour the empty home

Tenant members of the Design Review Group have been reviewing the specification and procedures Luminus follows when homes become empty after the previous tenant has moved.

improvements, and again after the work had been completed by our trade teams to assess the quality of work carried out in the home and garden area. The group assessed the works and the overall cleanliness prior to the home being re-let to a new tenant. We await their report and will give details in a later issue of Luminus News.

Two visits were made to an empty home in St Ives. One before any work had been carried out, where they made recommendations for 7

AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

GETTING INVOLVED - SERVICE STANDARDS Luminus Service Standards explain what residents can expect with regard to service delivery. Our Scrutiny Panel will shortly review our performance. Following the Panel’s review, we will make the agreed changes to the Service Standards. If you would like to be involved with this process, please contact Tracey Stone, Tenant Involvement Officer by calling 01480 428541.

How would you spend £70,000? Neighbourhood

Management EYNESBURY ON THE UP

Eynesbury Neighbourhood Management Advisory Group (ENMAG) is working in partnership with Luminus and Huntingdonshire District Council to give away £70,000 to local community and statutory groups. The groups that apply for the money must either be based in Eynesbury or be able to demonstrate that their work substantially benefits Eynesbury residents. Groups can apply for between £250 and £7,500 for projects that will tackle areas such as employment, education, skills and training, reducing crime and anti-social behaviour, improving transport and mobility, enhancing the environment and community empowerment. AUTUMN 2009 LUMINUS NEWS

In October a “Decision Day” event will take place where Eynesbury residents will decide which groups will receive funding and how much. We warmly encourage groups to apply for this funding by calling Tracey Croucher, Luminus Financial Inclusion Officer on 01480 428575 or email tracey.croucher@luminus.org.uk.

The Voice Your Choice logo is based on an idea by Paula Snapskuuskaite who won the “Voice Your Choice Design a 8 Logo” competition


DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

COMMUNITY ACTION IN EYNESBURY

The Luminus Community Team - ready for action!

Residents in Eynesbury have applauded Luminus for leading a major spring clean of the area as part of the Group’s commitment supporting communities.

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f o

Chan Abraham, Luminus Group Chief Executive, spearheaded the campaign, supported by over 30 Luminus employees, as well as Luminus tenants and local councillors. Declaring their intentions to leave Eynesbury cleaner than when they started, the volunteers filled over 35 sacks of rubbish as well as a discarded shopping trolley.

Callum and Robert with a shopping trolley full of rubbish

LUMINUS

PERFORMANCE

REVIEW With this edition of Luminus News you will find our annual Luminus Performance Review 2008-09.

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.

DIARY DATES 3 October 2009

28 October 2009

Voice Your Choice Decision Day, St Neots Community College, Eynesbury

Oak Foundation Forum, Windsor Court, Somersham

8 - 10 October 2009 Huntingdon Market

Continental

24 October 2009 Raphael Wallfisch & Raphael Terroni Cello and Piano Recital, Hinchingbrooke PAC 9

24/25 November 2009 Equality Impact Assessment (Income Collection and Support), Brook House, Huntingdon 16 December 2009 Carols for Christmas, Brook House, Huntingdon AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

PAYING YOUR RENT

It is estimated that 25% of households sometimes struggle to pay bills. The current recession makes it even more difficult to cope. At times like this, it is especially important to prioritise your outgoings according to their importance.

We will work out a repayment plan that you can afford, and can advise you of other help that might be available. If you do not make contact, or make payment, we will take further action (including eviction, as the last resort).

Your first priority must be your rent. If you do not pay this, you could lose your home.

Our Income and Benefits Advisor, Sue Cargill, can help to maximise your income. She can be contacted on 01480 428521.

If you ever have problems in paying your rent contact your Revenues Officer immediately so we can help you. You do not always have to pay all your arrears off at once.

Her surgeries are advertised on the back of the quarterly rent statements. You can also get advice from a Housing Law Centre, Citizens’ Advice Bureau or a solicitor.

REMEMBER: GET IN TOUCH NOW! THE LONGER YOU LEAVE A PROBLEM THE WORSE IT BECOMES

INSPECTION PLAN UPDATE Luminus is required to provide updates of outcomes and service improvements following recommendations made by the Audit Commission during January’s Short Notice Inspection. The inspectors were impressed by our future plans and have recognised that there are ‘excellent prospects for improvement’.

We are providing the TSA with regular updates outlining our position against proposed actions, including completed actions with evidence.

We are happy to demonstrate to our regulator the Tenant Services Authority (TSA) how we are implementing the proposed actions.

We are confident that our customers will benefit from enhanced service delivery through this process.

AUTUMN 2009 LUMINUS NEWS

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DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

CUSTOMER SATISFACTION Caroline Howard, Luminus’ Customer Relations Officer, has contacted individual customers who stated they were ‘very dissatisfied’ with Luminus’ services in the customer opinion survey of December 2008. We did this for several reasons: •

Caroline Howard Luminus Customer Relations Officer

we wanted to resolve any outstanding issues that were causing individual tenants to feel aggrieved we wanted to identify how services to customers could be improved as a

result of tenants’ negative experiences •

we wanted to learn from mistakes and put things right, both for the individual and for all those accessing our services.

Tenants were appreciative that Luminus had taken the time to contact them regarding their survey responses, and as a result tenants’ perceptions of the organisation were turned around from a negative to a positive on many occasions.

GOING LOCAL We are always very pleased to receive your feedback and comments on the wide range of services we provide to our customers in the communities we serve. Over the years, particularly through our Customer Opinion Surveys, you have told us that you are generally pleased with the services that we provide.

So, this is your opportunity to tell us what you are interested in, and what you would like Luminus to report back to you on. We plan to report back to residents, in their particular neighbourhoods on what is important to them and what progress is being made.

What matters to you in your local neighbourhood?

We use this feedback, along with the information we get from our Mystery Shoppers, Disability Advisory Panel and the Tenants Services Consultative Forum to help shape and improve our services going forward.

These reports can cover the services that Luminus provides, and services that other agencies are responsible for such as street lighting, litter picking or even policing.

We now have an exciting opportunity to take this a step further by asking, “What matters to you in your local neighbourhood?” Our customer opinion surveys tell us that residents feel that important issues are things like antisocial behaviour, litter, graffiti and environmental management. Of course, there may be other things that you are interested in.

We, and the Tenants Services Consultative Forum, are eager to hear your views on this important project. You can email localstandards@luminus.org.uk, or telephone Nairn Davidson our Performance Review Supervisor, on 01480 428724. 11

AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

OAK FOUNDATION CAMBRIDGE CELEBRATES

AGE The Oak Foundation sheltered schemes have a full programme of Cambridge Celebrates Age events in October.

These range from healthy eating breakfasts to how to use your mobile phone. If you are over 60 years old and would like to know if there is an event you could attend in your area contact Ruby on 01480 428562.

Visiting the Botanical Gardens in Cambridge

The Out and About service has a calendar of events for the winter months, these include pantomimes, theatre trips and the popular Wicksteed show.

“IN BLOOM”

Peter Smith, Out and About Bus Driver with Out and About members

There are other trips to local attractions and if anyone has a request to go to a special event in the area please let us know. Remember that shopping trips are free to members with your bus pass. All events will be detailed in your winter newsletter or you can call 01480 428428 for further details. To book or for further information please call

01480 428428

AUTUMN 2009 LUMINUS NEWS

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Gardens at The Close in St Neots

Several sheltered schemes took part in their local ‘In Bloom’ competitions and received good reports and certificates for their efforts.


to the us r

bt, m out!

DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

STAY SAFE IN YOUR HOME Home or away – keep all doors

LOCKED

Most people who call at your home will be genuine. But sometimes, people turn up unannounced, with the intention of tricking their way into your home. They are known as ‘distraction burglars’ or ‘bogus callers’, whose only aim is to steal money or valuables.

STOP Is anyone EXPECTED? Back door LOCKED?

Bogus callers may be smartly dressed and claim to be from the council, police, health organisations or gas, water or electricity companies.

CHAIN Put CHAIN ON before opening the door.

They can be convincing and persuasive and be men, women or even children.

Lock, Stop, Chain and Check

CHECK

Follow these steps whenever an unknown caller comes to your door.

Ask for caller’s I.D. Check it by PHONE.

LOCK: Keep your doors locked, even when at home and do not leave keys in the locks. STOP: Before you answer, stop and think if you are expecting anyone. Look through the spy hole or window to see who it is. CHAIN: If you decide to open the door, put the door chain or bar on first. Keep it on while you are talking to caller. Some bogus callers call on older and vulnerable people saying they need help urgently. Only go to help them if you have someone else with you. CHECK: If the caller looks official, always ask for and carefully check their identity card, even if they have a prearranged appointment. If you are not expecting them and they have not shown you an identity card, do not let them in until you have double-checked that the caller is genuine.

REMEMBER: IF IN DOUBT, KEEP THEM OUT!

LOCAL POLICE SURGERIES Neighbourhood panel meetings give residents the chance to directly address issues in their area and use the skills and resources of police and partner agencies. Every three months Luminus, other partner agencies and the police meet local residents to discuss any issues in the area. The priorities which neighbourhood officers and partner agencies will tackle before the next panel meeting are then decided upon. Date

Area

Venue

Time

Tuesday 13 October

Ramsey

Warboys Parish Centre

7.30pm

Wednesday 14 October

Eynesbury

Winhills School

7.30pm

Thursday 15 October

St Ives

Wheatfields School

7.30pm

Thursday 15 October

St Neots & District

Priory Centre

7.30pm

Wednesday 2 December

Yaxley NPT

Old School Hall in Sawtry

7.30pm

Wednesday 9 December

Oxmoor & Hartford

Maple Centre, Oxmoor

7.30pm

Wednesday 16 December Huntingdon & District Grafham Village Hall

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TBC

AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

is nt th Prese rt and adve e a 5% v recei unt on c s i d o hases purc £20! over

Come and visit our shop where you will find an excellent range of new and used household furniture and furnishings at affordable prices. If you can provide proof of benefits you will receive a 10% discount! 15-17 Commercial Road, March Opening hours - Mon-Fri 9am – 4pm Every other Sat 9am – 12.30pm Tel: 01354 654574 email: hopeshop@luminus.org.uk AUTUMN 2009 LUMINUS NEWS

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WINNER SOCIAL ENTERPRISE OF THE YEAR !

Hope Social Enterprises is part of Luminus Group

www.luminus.org.uk


DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

LUMINUS BUILDS NEW HOMES

Moorhouse Drive, Huntingdon

Kings Warren, Red Lodge, Bury St Edmunds

Moorhouse Drive, Huntingdon

Kaleidoscope (Cambridge University Press),Cambridge

Luminus has accepted handover of 14 one and two bedroom flats, and one two bedroom house, for affordable rent at the large development of Red Lodge in Bury St Edmunds.

The development at Moorhouse Drive is progressing well, with Luminus having now accepted handover on half of the affordable rent homes, developed by Croudace Homes.

These homes have been developed to a high standard by Crest Nicholson.

These homes offer excellent accommodation of two and three bedroom houses, with more houses and two maisonettes expected early autumn.

The Cambridge University Press (CUP) site is being transformed into a highly contemporary and sophisticated collection of one and two bedroom apartments that will bring a vibrant new living space to one of the most desirable areas of Cambridge.

The second phase of this development is expected to be ready for handover later this year, this will offer two, three and four bedroom houses for affordable rent.

The location close to the town centre, coupled with the standard of the build, make these highly sought after affordable homes.

A VIBRANT NEW LIVING ENVIRONMENT IN ONE OF THE MOST DESIRABLE AREAS OF CAMBRIDGE 15

Luminus are accepting handover of the first affordable homes on this development, which will provide one and two bedroom apartments for shared ownership and affordable rent. More homes will follow for Luminus in December, with the whole scheme expected to be complete in 2012. AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

RESPECT - RESPONSIBLE PARENTING Parents are the greatest influence on a child’s behaviour and play a major role in promoting positive behaviour and tackling bad. Good parenting is really important in determining children’s life chances, acting as a protection against poverty, social exclusion, poor academic attainment, crime and anti-social behaviour. Being a parent can be a difficult job and sometimes people need help to stop their children getting into trouble.  Luminus have a number of voluntary interventions which can assist parents in managing their children:

“Parents are the greatest influence on a child’s behaviour”

Acceptable Behaviour Contracts - ABC provides the individual child with guidelines on how to behave.  Parental Control Agreements - requires the parent to exercise control over their child’s behaviour. Parenting Support Programmes - specialist officers work with families to promote positive parenting skills. Referral to other support programmes - designed to help with problems such as drug, alcohol etc.

TEN USEFUL PARENTING TIPS 1 2 3 4 5 6 7 8 9 10

What you do matters You cannot be too loving Be involved in your child’s life Adapt your parenting to fit your child Establish and set rules Foster your child’s independence Be consistent Avoid harsh discipline Explain your rules and decisions Treat your children with respect

School children playing truant

FOR MORE PARENTING ADVICE VISIT: WWW.CAREFORTHEFAMILY.ORG.UK AUTUMN 2009 LUMINUS NEWS

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DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

WHEELIE BIN ETIQUETTE These either have to be disposed of at Refuse & Recycling centres or by arranged collection with the council. The council will charge per item collected. Disposal of items on communal areas on common land is called fly-tipping and is illegal. Please seek advice before disposing of large goods.

It is important to be considerate of your neighbours when putting out your bins. Where possible, please do not obstruct paths or access points and leave enough room for wheelchairs or mobility scooters to pass.

Be considerate in how you use your bin!

Each council has different rules on waste collection. All councils will expect you to separate recyclable goods from household waste and will not collect refuse that has been sorted incorrectly. It is very important that you check with your local council.

Please put your bin out only on the day or night before it is due to be collected and remove it from the street once it is emptied. This will also lessen the opportunity for anti-social behaviour.

Larger items will not be collected by the ordinary council collection. This includes appliances such as fridges or freezers, furniture such as armchairs or bath tubs and electricals such as televisions or computers.

HAVE YOU BIN CONSIDERATE?

FIRE SAFETY Your building has been designed and built with fire safety in mind. The walls and doors between flats, stairs and corridors are specially designed to resist fire and stop the spread of smoke.

ADVICE ON STAYING SAFE • • • • •

All fire doors should be kept closed when not in use Ensure you and your family know your escape routes Don’t block escape routes Don’t clutter the stairs and corridors of your building As a resident, you are responsible for ensuring that common stairs are kept clear of obstruction

and flammable materials If in doubt, or if you wish to report any obstructions or flammable materials, contact Luminus on 01480 428333. Luminus takes fire safety very seriously. We are constantly reviewing all our homes to ensure they meet with all current fire safety legislation. •

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The easiest way to protect your home and family from fire is with a smoke alarm. Get it. Install it. Check it. It could save your life.

AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

TESTING YOUR BOILER As winter approaches it is important for you to test your boiler and radiators to ensure they are working properly, by following these easy steps. •1 Set the programmer heating mode •2 Turn the thermostat radiator valves up high

to and

•3 Check all the radiators throughout the house to ensure they warm up without any cold spots

•4 Please report any problems to the Luminus Service Centre on 01480 428333. Annual Gas Safety Checks are being carried out in all Luminus homes over the coming months. We will be checking smoke alarms, immersion heaters (if fitted) and all gas appliances. Should we find an appliance that is dangerous the engineer will make it safe by disconnecting it from the gas supply. However, it will be your responsibility to have the appliance repaired and reconnected to the gas supply.

CONDENSATION IN HOMES

Condensation is the most likely cause of mould growth in your home and you can do something about it! Follow the points below to help reduce condensation and eliminate mould growth. Where does it occur? Condensation can be in kitchens, bathrooms, bedrooms and, in fact, any rooms where there is excess moisture combined with cold surfaces and little ventilation.

Points to Remember: Produce less moisture vapour • Cover saucepans • Dry clothes outdoors AUTUMN 2009 LUMINUS NEWS

Ventilate your home • Ventilate rooms when in use • Increase ventilation when cooking, washing and drying • Keep doors shut and windows open until the moisture has been vented outside • Ventilate cupboards and wardrobes 18

If extractor fans are fitted, use them • Consider fitting humidistat controlled fans • Vent your tumble dryer to the outside air Heating your home • Keep low background heat on all day • Find out about benefits and help available for fuel bills.


DEMONSTRATING A MORE EXCELLENT WAY OF DOING BUSINESS

SAVE MONEY BY SAVING WATER For more information on special offers currently available on water butts and other water-saving devices visit www.awdirect.co.uk/luminus Just think about how long the tap is left running each time you clean your teeth, or how long the hosepipe is on while you wash your car. By making a few small changes, you can save water and money too. About a third of water used in the home is used flushing the toilet. Use a water displacement device to reduce the amount of water you use. Anglian Water offers customers a free device called ‘Save-a-Flush Freddie’ – to request a Freddie, telephone 08457 145 145 or visit www.anglianwater.co.uk.

There are numerous other easy changes: • Do not leave the tap running whilst you are brushing your teeth • A five minute shower uses half the water of a bath, so swap your daily bath for a shower • Use a water butt to re-use water from your roof and downpipes in the garden. A standard water butt can save up to 5,000 litres of water per year. • Before purchasing a new appliance, check its water efficiency or visit www.awdirect.co.uk

FIREWORKS SAFETY CODE STAY SAFE BY REMEMBERING THESE IMPORTANT POINTS: Only adults should deal with firework displays and the lighting of fireworks.

Keep naked flames, including cigarettes, away from fireworks.

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

Never return to a firework once it has been lit.

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. 19

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. AUTUMN 2009 LUMINUS NEWS


LUMINUS, THE BEST HOUSING PROVIDER TO WORK FOR IN THE UK

CONTACT US 01480 428777 General Enquiries (Luminus Group Services)

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

01480 428588 Neighbourhood Services

You can use this number to report anti-social behaviour

Tenant Involvement Officer Tracey Stone

01945 467596 Luminus Ferry Project

Service Centre

For reporting all repairs

01480 428522 Rent Enquiries - NORTH

01480 428500 Rent Enquiries - SOUTH

01480 428721

01480 428521

01480 428531

01480 428314

Customer Relations Officer Caroline Howard

01480 428541

01480 428333

Tenant Liaison Officer Linda Bevens

01354 658732 Hope Social Enterprises

Income & Benefits Advisor Sue Cargill

Leaseholder Enquiries

020 7540 9820 Out of Hours Emergencies

For help to understand this newsletter please ring 01480 428707/8 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 news@luminus.org.uk

Published by Luminus Group • Registered Office Brook House Ouse Walk, Huntingdon PE29 3QW Tel No: 01480 428777 • Fax No: 01480 428555 Email: info@luminus.org.uk • Website: www.luminus.org.uk

AUTUMN 2009 LUMINUS NEWS

This document has been printed on Era Silk Era Silk is the first recycled coated paper made from genuine UK waste, providing the environmentally responsible approach to printing.


Issue 38 Autumn 2009