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Service Standard - Carrying out repairs to your home.
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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.
Carrying out repairs to your home
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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.
Carrying out repairs to your home
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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
Carrying out repairs to your home What you can expect from Luminus
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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.
Carrying out repairs to your home
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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.
Carrying out repairs to your home What you can expect from Luminus
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Surveyor visits
Insomecasesasurveyorwillinspecttoensurewehavecorrectlyidentifiedthetypeofrepairrequired.Wewillinformyouifthisisnecessaryatthetimeyoureporttherepair.
Thesurveyorwillalwaysconfirmthedecisioninwritingsothatyouknowwhatrepairshavebeenauthorised.
IfpossibleanappointmentwillbearrangedwhilethesurveyorisatyourhomebycallingtheServiceCentreandspecifyingtheworktobedone.
• Wewillaimtocarryoutthesevisitswithin ten daysoftherepairrequest
• Wewillmonitorperformancemonthly.
Ourtargetwillbetocarryout97%ofpre-inspectionvisitswithin10daysoftherepairrequest.
Signed with Pride
Ourtradesmenwillpresentyouwitha“SignedwithPride”cardeachtimetheycompleteajob.
Thecardcontainscontactdetailswhichyoucanuseifyouwishtocommentontheservice.
Carrying out repairs to your home
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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
Carrying out repairs to your home What you can expect from Luminus
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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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