Carrying out repairsto your home

Service StandardsWhat you can expect from Luminus

Carrying out repairs to your home

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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 you can expect from Luminus

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Customer Service

• Whenyoureportarepair,ourstaffwilldealwithyou inacourteous,friendlyandprofessionalmanner

• Wewillaskifthereareanyvulnerablepeople livinginyourhomesothatadditionalassistance canbeprovidedincertainsituations.Weconsider youngchildren,olderpeopleandpeoplewitha seriousillnessordisabilitytobevulnerable

• Whenouremployeesorcontractorsvisityour hometheywilltreatyou,yourhomeandyour possessionsinarespectfulandprofessionalway

• Ouremployeesandcontractorswillshowyouan identificationcardwhenvisitingyourhome.

Note:Tradesmen,surveyorsandotherpeoplecarryingoutworkonourbehalfwillnotenteryourhomeunlessthereisanadultpresent.Pleasemakesurethatsomeoneaged18oroverispresentwhenarepairorothervisithasbeenarranged.

Reporting your repairs during office hours

Wheneveryoureportarepairwewilltrytoarrangeamutuallyconvenientappointmentfortheworktobedone.

Sometimeswewillneedtoaskyouforatelephonenumbersoaspecialistcontractorcantelephoneyoubacktoarrangeanappointmentwithyou.

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You can report a repair in the following ways:

TelephoneourServiceCentreon 01480 428333

Callintoourofficesat:

Brook House, Ouse Walk, Huntingdon, PE29 3QW

Ourofficesareopen:

Monday to Thursday: 9am to 5pm Fridays: 9am to 4.30pm

OurofficesareclosedonBankHolidays,duringtheChristmasbreakandduringstafftrainingwhichisnotifiedinadvance.

Reporting your repairs out of office hours

Whenourofficesareclosedyoucancontactouremergencyrepairsservice.Torequesturgentemergencyassistanceoutofhourspleasecall020 7540 9820.

Althoughmostrepairscanbepostponeduntilthenextworkingday,ourout-of-hoursservicewillassessthecircumstancesandifthesituationrequiresit,theywillarrangeemergencyrepairswhichcannotwaituntilourofficeshavere-opened.

Whenyoureportarepairtoourout-of-hoursservicetheywilltellyouiftherepairyouarereportingqualifiesasanemergencyrepair.Ifnot,theywillaskyoutotelephoneourServiceCentreonthenextworkingday.

Carrying out repairs to your home What you can expect from Luminus

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When will we carry out your repair?

Youcanchooseanappointmentthatsuitsyou.Weaimtoattendattheearliestconvenienttimebasedontheurgencyofthesituationandtheavailabilityoftradesmen.

Thetimescaleforyourrepairworkwilldependonwhetheryourrepairisanemergencyrepair,anurgentrepairoraroutinerepair.

Somenon-urgentrepairswillnotbecompletedstraightaway.Theywillbeaddedtoourexistingplannedmaintenanceprogrammeandyouwillbecontactedandgiventheestimateddatefortheworktobecompletedoncetheprogrammeisconfirmed.

Emergencyrepairsaregivenhighestpriorityandweaimtoattendtotheseaheadofallotherwork.

Urgentrepairs,whicharenotemergencies,arethesecondpriority.Everythingelseisconsideredaroutinerepair.

Temporary Heating

Whereyourheatinghasfailedandweareunabletocarryoutafullrepaironthefirstvisitwewillprovidetemporaryheatersduringthewintermonths(from1Octoberto31March).Wewillprovideheatersalltheyearroundtovulnerablehouseholds.Wewillpayafixedrateof£1perdaytowardsthecostofrunningeachtemporaryheater.

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Keeping to our timescales

Wewillmonitorhowwellweareperforminginkeepingtothetimescalesforcarryingoutdifferenttypesofrepairs.Wehavesetthefollowingtargets:

• Wewillaimtokeep98%ofresponserepairs appointments

• Wewillaimtocomplete86%ofresponse repairs‘rightfirsttime’

Whenwesettargets,westrivetoimproveuponourperformanceyearonyear.

Emergency repairs - eligible for completion outside normal working hours

Thefollowinglistsetsoutwhatweconsidertobeemergencyrepairs.Wehaveincludedthemostcommontypesofrepairandourstaffwillalwaystellyouthepriorityofeachrepairwhenyoureportit:

• Totallossofheatand/orhotwaterduring wintermonths

• Totallossofheatand/orhotwater duringsummerandwintermonths (vulnerablehouseholdsonly)

• Burstwatermain

• Uncontainablewaterleaks/flooding

• Severestormdamage

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• Makingsafedangerousstructures

• Totallossofelectricalpower (unlessduetonon-payment)

• Unsafeelectricalfittings

• Yourhomeisnotsecure

• Totalorpartiallossofgassupply (unlessduetonon-payment)

• Blockedfluetoboileroropenfire

• Blockedornon-flushingtoilet (ifthisistheonlyoneinyourhome)

• Failureoflift,includingstairliftwhena passengerisstranded

• Failureofwardenalarmorcallsystem

• Shower,ifimpossibletouse (vulnerablehouseholds)

• Faultydoorentrysystemswhere emergencyexitisprevented.

Youareresponsibleforcertainrepairstoyourhome.ThesearelistedinyourGuideforTenants.Ifyouaskustocarryoutarepairforanyoftheseitemswemaynotbeabletodoit,butifwedo,wewillchargeyouforthework.

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Repair appointments

Weofferappointmentsformostrepairs.WhenyoucallourServiceCentretoreportarepair,wewillgiveyouanappointmentforthework,whichtakesaccountofyouravailabilityandpreferences.

Iftheworkneedstobedonebyoneofoursub-contractors,wewillsendyoualetterconfirmingwhowehaveassignedtodothework.Someonewillthencontactyoutomakeanappointment.

Range of appointment times you can request

Morning (8amuntil12pm)

Afternoon (12.30pmuntil4.30pm)

10am-3pm (thisoptionisparticularly suitablefor peoplewithschool-agedchildren)

‘All day’ (8amuntil4.30pm)

Youcanaskforanappointmenttobebeforeorafteraspecifictimewithinthechosenappointmentslot.

Ifyoudonotaskforamorerestrictedappointmenttime,theServiceCentrewillbookanalldayappointment.

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Surveyor visits

Insomecasesasurveyorwillinspecttoensurewehavecorrectlyidentifiedthetypeofrepairrequired.Wewillinformyouifthisisnecessaryatthetimeyoureporttherepair.

Thesurveyorwillalwaysconfirmthedecisioninwritingsothatyouknowwhatrepairshavebeenauthorised.

IfpossibleanappointmentwillbearrangedwhilethesurveyorisatyourhomebycallingtheServiceCentreandspecifyingtheworktobedone.

• Wewillaimtocarryoutthesevisitswithin ten daysoftherepairrequest

• Wewillmonitorperformancemonthly.

Ourtargetwillbetocarryout97%ofpre-inspectionvisitswithin10daysoftherepairrequest.

Signed with Pride

Ourtradesmenwillpresentyouwitha“SignedwithPride”cardeachtimetheycompleteajob.

Thecardcontainscontactdetailswhichyoucanuseifyouwishtocommentontheservice.

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Customer satisfaction surveys

Wewillaskforfeedbackfromallcustomerswhohaverequestedarepair.Thesurveyformsmaybesentoutwiththerepairacknowledgementletteror,inthecaseofemergencies,aftertherepairhasbeencompleted.

Dependingonthetypeofrepairandwhoiscarryingitoutwemayusedifferentwaystocollectfeedbackfromourcustomers.Thiswillincludeprovidingcustomerswithasatisfactionsurveyformatthetimeofthevisitorcontactbytelephone.

Wewillmakesuretheinformationprovidedonthesurveysisreportedtotheappropriatemanagersandstaff.

Wewillalsoprovideupdatestocustomersonhowwearedealingwithcommentsmadeonrepairssatisfactionsurveys.

Your feedback is important to us.

Ifyoufeelthatourservicesarenotmeetingthestandardwehavesetoutinthisleaflet,pleasecontactCustomerServicesby:

• Calling01480 428333

• CallinganyotherLuminusnumber,where youwillbeputthroughtoourCustomer RelationsOfficer

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• CominginpersontoourofficesatBrook House, Huntingdon

• Completingan‘Onlinefeedback’form whichyoucanaccessthroughour websiteatwww.luminus.org.uk

• WritingtousatLuminus Group, Brook House, Ouse Walk, Huntingdon, PE29 3QW

• CompletingaComments,Complimentsand Complaintsform-availabletodownload fromourwebsiteorbyrequestingoneby phone,orinperson.

Moreinformationonhowtogetintouchwithusandmakeacommentaboutourservicescanbefoundinour‘CustomerService’ServiceStandard.

Reviewing our Service Standards

WewillworkwithcustomerstoreviewourServiceStandards,toensurewecontinuetomeetthemandtolookathowwecanimproveservices.IfyouwouldliketobeinvolvedinreviewingourServiceStandardspleasecallourPerformanceReviewSupervisoron01480 428728.

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

01480 428707

Polish

For a copy of this document in large print, audio or in another language call 01480 428707

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