What you can expect from Luminus
Our Service Standards form a major part of our commitment to our customers.
They were developed in partnership with residents and they cover all our main activities, including:
- Customer service
- Equality and diversity
- Carrying out repairs to your home
- Dealing with anti-social behaviour
- Letting homes
- Collecting rents and service charges
- Getting involved
- Neighbourhood and tenancy management
- Leaseholder issues
- Services for older people
- Tenancy support services.
You can find copies of our Service Standards online in our Library of publications.
If you would like a copy sent to you, call our general enquiries number on 0345 266 9760.
What our regulator expects of Luminus:
As a private housing provider, we’re regulated by the Homes and Communities Agency (HCA).
This means we work to seven regulatory standards:
- Tenant involvement & empowerment
- Home
- Tenancy
- Neighbourhood & community
- Value for money
- Rent
- Governance & financial viability
The HCA checks our performance on all seven standards, and will proactively assess how we are meeting its expectations on the last three – known as the ‘economic’ standards.
Our performance on all seven standards is assessed and monitored by our Board, and reported to residents, our local authority and other partners.
We also draw up local service offers, to give more detailed promises about what you can expect from us.