Issue 35 December 2008

Peace, joy and hope

IN THIS ISSUE: Together everyone achieves more Communications Award Carols for ChristmasEynesbury Neighbourhood Management Tenant Involvement Making Links Leaseholder Update Junior Wardens Community Action Event Cambridgeshire Celebrates Age Debt Counselling Understanding your Heating System Regeneration of Oxmoor Moor in Bloom Unacceptable Behaviour Luminus Christmas Break Home-Link Shoebox Appeal Christmas Hints and Tips

LuminusNews

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Together Everyone Achieves More

In the previous edition of Luminus News I invited views on developing our tenant involvement work as part of our commitment to “inspirational service”.

By this we mean that we want people who contact Luminus to leave with a smile on their face and be inspired with hope for the future. I am grateful for the interest shown by tenants in this and the responses we received.

The Luminus approach means involving and encouraging people to work together. We use the word

TEAM – Together Everyone Achieves More. We apply this to

our employees, board members, external partners and, of course, to our tenants.

We also say that Luminus is a “socially responsible business”, by which we mean that we operate like any good business, but something makes us different from others:

Chan Abraham, Group Chief Executive, explains the idea of TEAM – Together Everyone Achieves More

“We want everything we do to have a beneficial and lasting effect on

our communities”

TogetherEveryone Achieves More

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As a landlord we also want our tenants to be part of the Luminus movement for change. We believe that tenants working with us can greatly help our communities to be stable, safe and strong.

We are now taking our tenant involvement to the next stage and pages 6-7 give more information. We understand that people often do not want to go to meetings, but many would like their views on local matters to be heard and are also interested in hearing about things that affect them and where they live.

Our new approach will help this. It should enable all tenants who are interested to play an active part in their communities.

As we move into 2009 let’s show that by working together everyone achieves more!

Page 2Together Everyone Achieves More

Page 4Luminus Christmas Break

Page 5Eynesbury Neighbourhood Management

Page 6Tenant Involvement

Page 8Eynesbury on the Up

Page 9Luminus Junior Wardens

Page 10Community Action Event

Page 11Cambridgeshire Celebrates Age

Page 12Debt Counselling

Page 13Understanding your Heating System

Page 14Regeneration of Oxmoor

Page 15New Homes

Page 16Moor in Bloom

Page 17Unacceptable Behaviour

Page 18What is Home-Link

Page 19Christmas Hints and Tips

Contents

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

“Tenants working with us can help our communities to be stable, safe

and strong”

Working together to sustain hope

Carols for

Christmas17 December 2008

Conference Room, Brook House, Ouse Walk, Huntingdon

Mince Pies and Mulled Wine at 5pm

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Carols for ChristmasLuminus invites you to join our Carols for Christmas on Wednesday 17 December 2008 starting at 5pm 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.

Luminus wins prestigious Communications Award

Luminus received the National Housing Federation’s prestigious Communications Award at an event that showcased success stories from organisations helping to make a positive change in their communities. The award is especially significant as it is judged solely by leaseholders and tenants, across the country. GMTV’s Lorraine Kelly presents the award

to Luminus

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Luminus Group, H u n t i n g d o n s h i r e District Council, and Cambridgeshire County Council are working together in a ground-breaking neighbourhood management scheme in Eynesbury. Luminus has considerable experience in this area of work and believes that neighbourhood management is vital to help communities overcome local problems and to improve the quality of life. Eynesbury falls below the district average in employment, education and income and suffers from higher crime rates. Neighbourhood Management is a process created to help address this, but it’s no quick fix. Success depends on getting residents, businesses, agencies and the voluntary sector working closely together under clear leadership.

Luminus Group Chief Executive, Chan Abraham, said,“Luminus continually seeks to provide sustainable solutions to modern problems. One of our most recent is Eynesbury’s Neighbourhood Management scheme. We are really looking forward to working with everyone in the Eynesbury area to encourage a sense of hope and lasting change. I encourage members of the community to get involved.” A special ‘Eynesbury on the Up’ event was held on Saturday 27 September at St Neots Community College. Residents were invited to come and learn more about changes in the way their neighbourhood is being managed, services and activities in the area and how to get more involved.

To find out how you can get involved in the changes to Eynesbury call Tracey Croucher on 01480 428575.

NeighbourhoodManagement

EYNESBURY ON THE UP

Eynesbury Neighbourhood Management

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Tenant Involvement

Over the past few months we have been asking some important questions and involving tenants in helping us find the answers:

How can we increase our effectiveness?•How can we work more closely with communities?•How can we hear clearly about local issues?•How can we give feedback to communities?•How can we make sure other agencies play an active part in listening to •communities and act responsively and responsibly?

Tenants told us they felt Luminus had made a positive difference and they would like to see things like local meetings, advertising, computer conference links, fun days and conferences, more events like “over 55s” across the area, involvement of younger people and different ethnic groups, and visits to different areas to see aspects of Luminus work and projects.

“Luminus has made

a positive difference”

“A refreshed focus

on locality and

neighbourhood”

Tenant representatives meeting with Luminus senior executives

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Tenant Involvement

Taking all of this into account, and after a lot of discussion with tenant representatives, the time is right for a new stage of tenant involvement, with a refreshed focus on LOCALITY and NEIGHBOURHOOD. To get this we plan to have:

Local staff meeting regularly with “street representatives” to share relevant information • and hear about local issuesReports on local performance at four tenants conferences each year, gradually • replacing the current area association meetingsAn increased emphasis on “local service”•

We will be sharing more about how this will work over the coming months. In the meanwhile we continue to welcome all suggestions and comments from tenants

Tenants agree the new local approach

How the new local

approach works

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Luminus has donated over £8000 to “Making Links”, a group of volunteers who work with international women and children aged under five yearsto promote self esteem and cross-cultural friendships. Many of Luminus’ tenants are from different cultural backgrounds, so achieving integration and a positive sense of community spirit is vital. In partnership with Making Links, who run weekly sessions attended by women from over twenty different countries, Luminus are boosting levels of community cohesion and this has positive benefits for all members of Luminus communities. The project is for international families as well as British tenants, who are encouraged to get involved.

On 16 October 2008 we held two meetings with our leaseholders to help improve the services we provide to them.

We discussed lots of issues, the main one being the future of the ‘sinking fund’ that leaseholders pay into for any future major works on their homes.

Leaseholders wanted the sinking fund to remain but with more flexibility in the way it is operated. They felt charges should be on a simple split by the number of flats in a block. They also agreed to an improved format for service charge accounts and a set of service standards.

At the next meeting early in 2009 we will discuss the quality of information provided to leaseholders, and a Guide for Leaseholders similar to our Guide for Tenants.

All leaseholders will be invited to this meeting once the date has been confirmed.

Making Links

Leaseholder Update

Nigel Finney, Executive Director (Operations) presents Making Links with £8200

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Luminus Junior Wardens

The Luminus Junior Warden scheme is run by our experienced Neighbourhood Warden team who are rolling out this exciting initiative throughout schools in the area. The scheme encourages children from school years 5 and 6 to make a difference in their community by taking responsibility for picking up litter and learning about good behaviour and protecting the environment.

Schools currently involved include Bushmead, St Neots, St Mary’s C of E, Eynesbury, Thongsley Fields, Huntingdon, Yaxley C of E and Ramsey County. Throughout the year the groups learn about good behaviour, firework safety, road safety, environmental health and noise awareness. Guest speakers include the Police, Fire Service and Trading Standards. Chan Abraham, Luminus Group Chief Executive said, “Our Junior Warden Scheme is a fresh approach to tackling problems that affect the quality of life for everyone. We want to see a big change across the UK in reducing antisocial behavior and in encouraging citizens to act responsibly.

Luminus has a firm commitment to invest in our communities and it is encouraging to see our young people making a positive contribution to society.”

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If Luminus needs to visit your home, an appointment will be arranged where possible. All our employees carry photo ID cards and will show it to you when they arrive. Always check the ID before letting anyone into your home. If you are unsure call 01480 428333 to double check.

Who is knocking at your door?

Luminus Group Chief Executive Chan Abraham, supported by twenty-fiveLuminus employees, contributed to community spirit at Oxmoor through a tidy up operation as part of National Customer Service Week.

The evening was a great success as Luminus staff removed more than thirty sacks of rubbish from different parts of the estate.

One young resident, Connor aged 7, asked if he could get involved in the tidy up because he “liked to help people”.

Group Chief Executive, Chan Abraham, said,

“Luminus employees volunteered for this operation as part of the Luminus commitment to support our communities. We have done this as part of National Customer Service Week, and it is a small example of what Luminus people do every day of the week throughout the year, as part of our continuing journey of making people’s lives better and sustaining hope.”

Community Action Event

Always ask for proof of identity

Luminus people help to clean up

Connor, 7, was keen to help

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Over 55s Event

Cambridgeshire Celebrates Age

If you would like to become an Out & About member and go on some of these great trips please call 01480 428428.

Out and About has a group that meets every three months. They talk about the way the project is run, ways forward with funding and support and new places to visit and new ideas for our members. We are looking for new people to attend these meetings. If you are interested or require more information please call Amy Roe on 01480 428428.

Out and About is an activities and transport project for the elderly, vulnerable and disabled that takes members out for day trips including the following and many more:

• Hamerton Zoo • Burwash Manor • Theatre Trips• Garden Centres • Mystery Christmas Tour

Throughout October Luminus Oak Foundation sheltered schemes entered into the spirit of Cambridgeshire Celebrates Age with events such as chair based exercise classes and card making.

Hilary Lodge, Brampton held an event based on healthy eating with a tasting session of various meals prepared by Sheltered Housing Manager, Pat Ndhlalambi. Residents of Windsor Court, Somersham also followed the healthy eating theme. Sheltered Housing Manager, Carol Anthony prepared a healthy breakfast, which the residents thoroughly enjoyed.

Mellors Court, Sawtry enjoyed a quiz with residents Pam and Enid hosting the event. The event was finished off with songs played by Pam on the lounge piano.

Debt is a massive problem in the UK and one that is growing at an alarming rate. Consumer debt now tips the scales at £1.4 trillion (that’s twelve zeros!) and for anyone struggling to make repayments, life can be really difficult.

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Debt Counselling

There are many agencies available to help people struggling with debt and these include:

Citizens Advice Bureau• Huntingdon Law Centre• National Debt Helpline• Royal British Legion• The Anglian Water Trust Fund• The Bridge Money Advice Centre•

One new agency that has recently been established in Huntingdon is Christians Against Poverty (CAP). CAP is a national debt counselling charity working through a network of centres based in local churches. CAP offers hope and a solution to anyone in debt through its unique, in-depth service.

CAP will provide a personalised service including a home visit, a personalised budget, negotiation with creditors, advice about insolvency and a CAP account. The CAP account works by you placing a fixed monthly amount in the account and CAP will use it to cover all your bills and debts. If you are at all concerned about your finances, please call 0800 328 0006 or visit www.capuk.org.uk If you would like to find out further information about any of the above agencies, please contact our Financial Inclusion Officer, Tracey Croucher, on 01480 428575 or email tracey.croucher@luminus.org.uk

Christians Against Poverty can help

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A Thermostatic Radiator Valve (TRV) is a valve that is connected to your radiator and controls the temperature of the room, by turning the radiator on and off as required.

The TRV has a scale from 0 – 6 relating to the following room temperatures:

0 * 1 2 3 4 5 6

Closed 6 ̊C 8 ̊C 12 ̊C 16 ̊C 20 ̊C 23 ̊C 26 ̊C

Recommended room temperatures should be based on the following guide:• 20 ̊C living room, dining room, bathroom• 16 ̊C kitchen, cloak room, hall/landing

The valve will not increase the temperature of the radiator as you turn it up, as it controls the temperature of the room not the radiator, you can increase or decrease the temperature of the radiator by adjusting the thermostat on your boiler.

By setting the valves correctly the boiler will only fire when heat is required, therefore your boiler will be on for shorter periods as it will be heating less water at any one time.

Tip: Do not obstruct the TRV as it will not work properly.

Understanding your heating system

Pre-paid metering

Luminus wants this practice to end for all households in Britain and is working with other landlords and the National Housing Federation. Energy Minister Malcolm Wicks has promised to tackle the problem but thus far has not acted. Luminus has therefore joined the campaign to end this discriminatory system.

Pre-paid metering makes life even more expensive for those already in poverty. Save the Children estimate that on average low income households pay a ‘poverty premium’ of £1000 because of pre-paid

meters. The result is millions of households being unable to afford heating.

Chan Abraham, Luminus Group Chief Executive, says “Luminus seeks to provide the highest quality homes and, as a socially responsible landlord, has a commitment to the well-being of all our tenants.

Luminus is pressing energy providers to end pre-paid metering for fuel, which has a negative impact on some of the poorest households.

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Regeneration of Oxmoor

Over the past five years Oxmoor,Huntingdon has seen major improvements. These have included a new health centre, shops, community facilities, housing and play areas. Luminus’ latest work in Oxmoor has included consulting with the residents of 26 bungalows in The Whaddons and Thongsley as part of an exciting redevelopment proposal for this area. All bungalow residents have received detailed brochures setting out the background, how the consultation will run, the outlined redevelopment timetable and the support we will give to residents throughout the process. Some of the bungalows have cracks in the floors. Residents have been reassured that their homes are safe, but that it is not possible to carry out repairs economically. After careful consideration the best way forward appears to be redevelopment to create new homes.

Nigel Finney, Executive Director (Operations) said,

“We have an opportunity to provide better accommodation and improve the quality of parking and green spaces for residents.

We are working closely with our tenants to explain the proposal and give them reassurances about the support we will give them. Luminus has a great deal of experience in successfully and sensitively managing redevelopment schemes.” The initial consultation ran from June to October 2008. It is hoped, subject to further consultation and a successful planning application, that residents will be able to move into their new homes from September 2010 onwards. We are now looking at all the feedback we have gathered with a view to putting a more detailed proposal forward in the next few months for further consultation.

Luminus has been working with partners to breathe new life into Oxmoor

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Artist’s impression of Granhams Road, Great Shelford

New homes

Great Shelford, Cambridge

Our site on Granhams Road, Great Shelford is now starting to take shape.

The site will house 29 one and two bedroom flats for social rent and shared ownership. A show home is now ready for viewing and homes are expected to be completed early in 2009.

Kings Ripton, Huntingdon

A three/four bedroom semi-detached chalet bungalow in Kings Ripton has been provided by Lord De Ramsey. This timber frame building, with a large garden and ample parking, has recently been refurbished and received an insulation upgrade and new kitchen.

Cambridge University Press

This exciting development in Cambridge is progressing well and show homes are now available for viewing. 36 of the affordable flats will be ready for social rent and shared ownership in autumn 2009 with the remaining being completed in 2010.

Luminus is continually seeking to provide affordable homes. Over the past eight years Luminus has invested over £50 million in its properties and developed over 400 new homes. We are currently working on a number of projects including:

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Ben meets Big Ben

Luminus tradesman Ben Smith attended the Young Builder of the Year award ceremony on 28 October 2008, where he was commended for his excellent work. The award ceremony was held by Youthbuild UK at the House of Commons, where Ben was recognised for his work by Rt. Hon. Stephen Timms MP and Rt. Hon. Nick Raynsford MP. The day also included a free trip on the London Eye as a treat for the finalists. Ben became an apprentice plumber at Luminus in 2006. His dedication and thirst for knowledge has ensured that he is now fully qualified and has gained City and Guilds Level 2 NVQs in Mechanical Engineering Services – Plumbing (Domestic) and in Basic Plumbing Studies.

Luminus Blooms in Oxmoor

In the urban regeneration category, Oxmoor achieved a silver gilt and in three of the five sections reached gold standard, narrowly missing out on winning this category. Thongsley Junior Wardens were particularly pleased to be able to show off their hanging baskets, donated by the Luminus Neighbourhood Wardens,

and their newly renovated school garden. Neighbourhood Wardens, Nicky Findlay and Lorraine Wallis, have worked on the garden with the Junior Wardens over the past six months. The Moor in Bloom judges made visiting the school garden a priority during their rounds and managed to chat to some of the Junior Wardens about their involvement.

Luminus Neighbourhood Wardens and Junior Wardens, working in partnership with other local agencies including the Oxmoor Community Action Group, triumphed again at Moor in Bloom this year.

Ben Smith, Highly Commended, Young Builder of the Year

RESPECT - Your Life, Your Choice

UNACCEPTABLE BEHAVIOUR Luminus staff have a lot of contact with our customers, both in our offices,overthetelephoneandattenants’homes.Weexpectourstaffto be helpful and polite. Usually, contact between staff and customers will be friendly and professional. However, we know that sometimes customers become frustrated or angry. This has on occasions resulted in Luminus staff being verbally abused, sworn at or threatened. We do not expect staff to experience this type of behaviour. If a customer behaves in an unacceptable manner there are several steps we may take:

We may write to a customer to say that this behaviour is not acceptable.• In more serious cases we many take action under the terms of the Tenancy • Agreement.We may keep information on our • systems and files relating to potentially aggressive or violent customers so staff are aware that there may be a threat.Customers who behave in an unacceptable • way may have access to services refused or restricted.

Please remember that, just as you have the right to expect staff to be polite, so staff have the right not to be abused or threatened.

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Luminus Christmas BreakOur Christmas break will be from Wednesday 24 December and we will be open for business on Monday 5 January 2009. 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 5 January 2008 for any non-emergency repairs.

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How can I register?You can register online at www.home-link.org.uk call Luminus on 01480 428345 or call Huntingdonshire District Council (HDC) on 01480 388222/223. How does Home-Link work?Available homes are advertised every fortnight in the Home-Link magazine and on the internet at www.home-link.org.uk. Brochures

are available from Luminus and other points across the Cambridgeshire. Applicants can express an interest, known as making a bid, for the advertised homes they are eligible for. How can I bid?Applicants can bid for homes on the website, by text message, telephone, coupon or by contacting Luminus on 01480 428345 or HDC on 01480 388222/223.

What happens next?Once the bidding cycle has closed a shortlist is produced. The applicant at the top of the shortlist, based on their Housing Needs Band and their priority date will normally be offered the home. If you would like more information please call our Lettings team on 01480 428345 or HDC on 01480 388222/223.

What is Home Link?

Shoebox Appeal

Home-Link is the new way of letting Council and Housing Association homes across Cambridgeshire. It offers you a choice about where you would like to live.

With this edition of Luminus News you will find our Annual GroupPerformance Report 2007-2008.

This shows how we have performed in our main activities and also gives information about our customer focused services and continued c o m m i t m e n t to making your c o m m u n i t i e s better places to live.

Annual Group Performance Report

Christmas for 34 boys in a Romanian orphanage will be much brighter this year thanks to the generosity of staff at Luminus.

Employees have been collecting gifts to fill shoeboxes which have been sent to the orphaned boys in Romania who would otherwise go without.

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Christmas Hints and Tips

Christmas trees Ideally purchase a tree with a root so • that it can be planted in the garden and used the following year. Alternatively purchase an artificial tree, which can be reused for many yearsIf you do buy a real tree, don’t just • throw it out after Christmas – have it chipped at a Christmas Tree recycling point, where it will be turned into nutritious compost to improve parks and gardens. Next year it could help another Christmas tree to grow!! You could recycle it yourself by cutting it up and putting it in the Green bin for collection.

Christmas decorations

Make your own decorations • which can be reused, rather than flimsy ones which will be used once and thrown away.

Christmas cardsSend electronic Christmas cards • Turn your old Christmas cards into gift • tags or take them to a card recycling point in support of The Woodland Trust (all WH Smith high street stores across the UK, TK Maxx, Marks and Spencers and Tescos Extra and Superstores!) Paper can be turned into other paper • products. So next year your Christmas cards could become party hats or Christmas crackers!

Composting Compost your left over brussel sprouts • and all other green waste at home!! Over a third of your Christmas waste will consist of organic items, which can be composted and put on the garden to improve your soil.

Do’s Do make sure that all decorations are • flame retardantDo be extremely careful with lighted • candlesDo have the chimney swept before • lighting an open fireDo empty all ashtrays, making sure that • cigarettes, cigars and pipes are fully extinguished.

Dont’s Don’t place the Christmas tree too • close to open fires, portable heaters or radiatorsDon’t leave the Christmas lights on • unattended for long periodsDon’t use party poppers near naked • flamesDon’t place Christmas presents too • close to heaters or fires

Contact us

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

01480 428777General Enquiries

(Luminus Group Services)

Monday to Thursday 9.00 am - 5.00 pm and

Fridays 9.00 am - 4.30 pm

01480 428588Neighbourhood Services

01480 428333Service Centre

For reporting all repairs.

01480 428500Rent Enquiries - SOUTH

01480 428522Rent Enquiries - NORTH

01480 428521Benefits Advice - Sue Cargill

01480 428702Tenant Involvement Officer -

Tracey Stone

01945 467596Luminus Ferry Project

01354 658732Hope Social Enterprises

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

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

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Era Silk is the first recycled coated paper made from genuine UK waste that performs like a normal graphic paper, providing the environmentally responsible approach to printing.

Era Silk has now gained Forestry Stewardship Council (FSC) certification.

Supported by ECF pulp, this allows Era Silk to combine the quality of an FSC certified product with strong recycled credentials.