Managing EmptyHomes

Service StandardsWhat you can expect from Luminus

TO LET

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Our 2020 Vision: The Road to Renewal is a focus on

positive change that transforms our communities

to mend “broken Britain”. Since March 2000 we

have been building a team of people who, daily

inspired in their work, seek consistently to give

excellent service to our customers. This energises

our residents, business partners and the wider

community and helps us all find a sense of purpose,

hope and fulfilment. As we change, transformation

occurs and a brighter future becomes reality.

Carrying Out Repairs to Your Home What Can You Expect From Luminus?

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Customer Service• Whenyoureportarepair,ourstaffwilldeal withyouinacourteous,friendlyand professionalmanner• Ourstaffwillfindoutifthereareany vulnerablepeoplelivinginyourhousehold sothatadditionalassistancecanbe providedincertainsituations.We consideryoungchildren,olderpeopleand peoplewithaseriousillnessordisabilityto bevulnerable• Whenourstaffandcontractorsworkingon behalfofLuminusvisityourhometheywill makesureyou,yourhomeandyour possessionsaretreatedinarespectful andprofessionalway• Luminusemployeesandcontractors workingonourbehalfwillshowyouan identificationcardwhentheyvisityour home

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Reporting your repairs during office hoursYoucanreportarepairinthefollowingways:

• CallintoBrookHouse,OuseWalk, Huntingdon• TelephoneourServiceCentreon 01480428333• Sendanemailtorepairs@luminus.org.uk (non-emergencyrepairsonly)Ourofficesareopenfrom9amto5pmMondaytoThursdayandfrom9amto4.30pmonFridays,exceptforBankHolidaysandduringtheChristmasbreak.

Reporting your repairs out of office hoursWhenourofficesareclosedyoucancontactouremergencyrepairsserviceon02075409820.Thisservicewillarrangerepairswhichcannotwaituntilourofficeshavere-opened.Whenyoureportarepairtoourout-of-hoursserviceyouwillbeadvisedwhetherthetypeofrepairyouarereportingwillbecarriedoutasanemergency.

When will we carry out your repair?Thetimescaleforyourrepairworkwilldependonwhetheryourrepairisanemergencyrepair,anurgentrepairoraroutinerepair.Somenon-urgentrepairswillbeaddedtoourexistingplanned

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maintenanceprogrammeandotherswillbecarriedoutasparta‘mini-planned’programme,alongwithotherrepairsofthattype.

EmergencyrepairsWewillattendtoemergencyrepairswithin24hours.Ourprioritywillbetomakeasituationsafeandsecure.Oncewehavedonethiswemayorderafullrepaironalessurgenttimescale.Whenthisisthecaseyouwillbenotifiedofthedetailsandthetimescalefortheadditionalrepair.

Whereyourheatinghasfailedandweareunabletocarryoutafullrepaironthefirstvisitwewillprovidetemporaryheatersduringthewintermonths.(FromOctobertoApril).Wewillprovideheatersalltheyearroundtovulnerablehouseholds.Wewillpaycompensationatafixedrateof£2perdaytowardsthecostofrunningatemporaryheater.

UrgentrepairsWewillattendurgentrepairswithinfiveworkingdays

RoutinerepairsWewillattendroutinerepairswithin20workingdays

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‘Mini-Planned’workWewillcarryoutthisworkwithinthreemonths.Bycarryingoutsometypesofrepairsasplannedworkswecanwaituntilseveraljobofthesametypeneedtobedoneatthesametimeandthereforebemoreefficient.

Keeping to our timescalesWewillcontinuouslymonitorhowwellweareperforminginkeepingtothetimescalesforcarryingoutdifferenttypesofrepairs.WewillreportourperformancetooperationalteamseverymonthandtoourBoardfourtimesayear.Wehavesetthefollowingtargets:

• Wewillaimtocomplete99.5%of emergencyrepairswithin24hours• Wewillaimtocomplete98%ofurgent repairswithinfiveworkingdays• Wewillaimtocomplete98.3%ofroutine repairswithin20workingdays

Repair types Thefollowinglistssetoutdifferenttypesofrepairsandtheirpriority.Wehaveincludedthemostcommontypesofrepairandourstaffwillalwaystellyouthepriorityofeachrepairwhenyoureportit.

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Emergencyrepairs–within24hrs• Totallossofwater• Totallossofhotwaterduringwinter months,• Totallossofhotwaterduringsummer months(vulnerablehouseholdsonly)• Burstwatermain• Uncontainablewaterleaks/flooding• Severestormdamage• Makingsafedangerousstructures• Totalorpartiallossofelectricalpower• Unsafeelectricalfittings• Breachesofsecuritytooutsidedoors windowsetc• Totalorpartiallossofgassupply• Gasleak• Blockedfluetoboileroropenfire• Blockedorleakingfouldrainorsoilstack• Blockedornonflushingtoilet(ifthisisthe onlyoneintheproperty)• Failureoflift,includingstairlift• Failureofwardenalarmorcallsystem• Racistoroffensivegraffiti• Garagedoorthatcannotbeopened, withvehiclestuckinside• Disabledshower,ifimpossibletouse• Fullyrunninghotorcoldtap• Looseordetachedbanisterrail• Failureofemergencylights

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• Faultydoorentrysystemswhereaccess isaffected• Blockedrubbishchute• Failureofhardwiredsmokealarms• Damagedfencesorgardenwalls,where thisputspeopleorbuildingsatriskor obstructspublicrightofway

Urgentrepairs–withinfiveworkingdays.• Blockeddrains,sinks,basinsandtoilets (wheremorethanoneinproperty)• Totallossofhotwaterinsummermonths (exceptforvulnerablehouseholds)• Minorplumbingleaksordefects• Minorelectricalfaults• Blocked/leakinggutters,ifleakingover anentranceorpathway• Roofleaktooutbuildings(ifsevere)• Faultstodoorentrysystemwhereaccess isstillpossible• Extractorfannotworkinginwindowless bathroom• Defectiveflooringorstairtreadsifcausing triphazard• FaultycommunalTVaerial• Anygaragefaultmeaningthetenantis unabletousethegarage

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Routinerepairs–within20workingdays• Generaljoineryrepairs,forexampleeasing andadjustingdoorsandwindows• Electricalworknotlistedabove

Mini-Plannedmaintenanceworks–withinthreemonths• Repairfireplacesurrounds• Roofleakstogarages• Concreterepairs,wallandfloortiles• Repairstofootpaths,boundarywalls, fencesandgates• Plasteringrepairs• Slabbingandconcretepaths• Decoration• Replacementdoubleglazedunits• Dampproofcourses• Brickworkre-pointing• Replacement,routineclearingor re-alignmentofguttersandrainwater goods• Replacementofdoorsorwindows• Externalpaintinganddecoratingand paintingofallceilingsafterrepairs• Replacementofgaragedoors/frames• Replacementoffences/gates• Brokensanitaryfittings(stillusable).

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Acknowledging your repairWhenyoureportarepair(exceptforanemergencyrepair)wewillsendyouanacknowledgementletterwhichwillexplainthetypeofworkwewillbedoing,whowillbecarryingouttheworkandatimescalewithinwhichtherepairvisitwilltakeplace.Whenyoureportarepairwewilltellyouwhethertherepairisanemergencyrepair,anurgentrepair,aroutinerepairorwhetherthejobwillbeplacedinourprogrammeofplannedworks.

Surveyor visitsBeforeworksarecarriedoutInsomecasesitwillbenecessaryforasurveyortocarryoutaninspectiontoensurewehavecorrectlyidentifiedthetypeofrepairtobecarriedout.Wewillinformyouifthisisnecessaryatthetimeyoureporttherepair.

• Wewillaimtocarryoutallpre-inspection visitswithin10daysoftherepairrequest.• Wewillmonitorperformancemonthly. Ourtargetwillbetocarryout97%of pre-inspectionvisitswithin10daysofthe repairrequest.

AftertherepairhastakenplaceWeemployaspecialistRepairsQualityInspectorwhoinspectsatleast10%ofall

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repairsaftertheyhavebeencarriedout.Thisistokeepaconstantcheckonthequalityofworkandprovidesyouwithanopportunitytoraiseanyissuesaboutthequalityoftherepairandserviceprovidedbytradesmen.

Customer satisfaction surveysUrgent,routinerepairsand‘mini-planned’repairsWewillsendoutsurveystoallcustomerswhohaverequestedanurgent,routineor‘mini-planned’repair.ThesurveyswillbesentoutwiththerepairacknowledgementletterandwewillmakesuretheinformationprovidedonthesurveysisreportedtotheMaintenanceServicesmanagementteam.Wewillalsoprovideupdatestocustomersonhowwearedealingwithcommentsmadeonrepairssatisfactionsurveys.

EmergencyrepairsDependingonthetypeofrepairandwhoiscarryingoutwewillusedifferentwaystocollectfeedbackfromourcustomers.Thiswillincludeprovidingcustomerswithasatisfactionsurveyatthetimeofthevisit(Luminustradesmen)andattemptingtomakecontactbytelephonetocollectfeedback(externalcontractors).

Luminus Group • Brook House • Ouse Walk • Huntingdon • PE29 3QW T: 01480 428777 • F: 01480 428555 • info@luminus.org.uk • www.luminus.org.uk

For a copy of this leaflet in large print, audiocassette or in another language call 01480 428707