Luminus Group

This section tells you about who is responsible for what repairs to your home, and how to report a repair.

 

Luminus’ responsibilities

Luminus is responsible for maintaining the structure and exterior of your home, its main services and the communal areas in blocks of flats, except on occasions of malicious damage, misuse or negligence where no crime number has been reported. In particular, Luminus is responsible for:

The structure of your home:

  • Roof
  • Chimneys
  • Gutters and rainwater pipes
  • Ceilings
  • Window frames and external doors
  • Floors
  • Walls.

Areas outside of your home:

  • Steps and paths
  • Drains and soakaways
  • Garages and sheds owned by Luminus
  • Fencing (this could mean simply marking the boundary; if the fence is in a poor state of repair, we could replace existing panel fencing with chain link and a 6ft privacy panel as standard).

The services and fittings in your home:

  • Plumbing and pipes
  • Heating and appliances
  • Installations for the supply of water, gas, electricity and sanitation (we will provide either a gas or an electric supply for cooking facilities; if you require a different supply to the one provided, you will need to request our written permission before arranging this work independently by a qualified registered professional)
  • Baths, basins and sinks
  • Internal walls (plastering but not decorative finishes such as Artex)
  • Communal equipment: lifts, heating plant and lighting of communal areas
  • Smoke alarms and C02 alarms where fitted by Luminus.

 

Tenant responsibilities

You are responsible for the items listed below: 

Home and garden

  • Clearance of blockages in waste pipes and toilets caused by lack of care (e.g. cooking waste, nappies, excessive toilet roll, wet wipes)
  • Fitting draught excluders on internal doors
  • Managing excessive condensation in the property
  • Various pests, including fleas, ants and rodents.  Please see our page on dealing with pests & rodents or contact us on 0345 850 9994 if you require further clarification.
  • Maintaining the garden in good and tidy order
  • Keeping the property in good condition internally.

Fixtures and Fittings

  • Fixtures and fittings such as curtain rails
  • Replacing light bulbs, fluorescent tubes and their starter mechanisms
  • Internal doors, including handles and fittings and adjusting doors for carpet fitting
  • Replacing locks and lost keys/gaining access if you lose keys
  • Replacing sink plugs and chains
  • De-scaling baths, sanitary ware and kitchen sinks
  • Replacing toilet seats
  • Repairing/renewing gate catches
  • Child locks (other than for upstairs windows) and security chains.

The list above is not exhaustive and is only to be used as a guideline. If for some reason you are unable to carry out any of these tasks please contact us on 0345 850 9994.

 

Maintenance

Please see our Maintenance page for more information on the essential maintenance work we must do, and any planned maintenance work we may do, on your home.

  • The best way to report your repair is to phone the Service Centre at Brook House on 0345 850 9994 (calls are charged at local rate). Our office is open from 9am to 5pm on Monday to Thursday and from 9am to 4:30pm on Friday. Our busiest times are between 9am and 10am, particularly on a Monday, so if your repair is not urgent it is best to avoid these times.

    When you phone, be ready to give us your name, address and phone number, so we can arrange access to your home. Keep a record of the person who took your call, in case you need to talk to us again later.

    Our friendly staff are here to help. Abusive or threatening tones by our customers will not be tolerated.

    If your repair isn’t very urgent, you can email us about it instead, at [email protected].

    Please note: Tenants are advised that we normally operate an appointment system for gas servicing and response repair jobs. We attend thousands of appointments each year and, occasionally, some appointments can not be kept. In these circumstances we will call to see if you are available at short notice for our trades team to attend the repair.

  • Outside of office hours, you can call 0345 850 9994 if you have an emergency repair.  Out of hours emergencies will only be attended to where there is a risk to security, health or safety.  For all other repairs contact us as detailed above.

    Luminus will charge you the cost of an out of hours visit where it is found that the reason for the request does not meet with the emergency criteria.

    Examples of the types of issues that qualify as emergencies are:

    • Serious flooding and burst pipes (where the stopcock cannot be turned off)
    • Dangerous structures
    • Dangerous and major electrical faults/total loss of electrics or lighting
    • Gas leaks (always contact Transco immediately on 0800 111999)
    • Heating failures where vulnerable tenants are at risk (autumn/winter only)
    • Blocked drains where sewerage is overflowing (contact Anglian Water in the first instance on 0800 145 145).