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Premium Brandseeks enthusiastic residents for exciting future opportunities

Help us maintain the

Premium Brand !

Wa nt to be pa rt of the BEST?

There a re ma ny ways to get

i nvolved with u s:

• Myste ry Shoppi ng

• Disa bility Advisory Pa n e l

• Design Review Grou p

• Street Repre sentative s

• Residents Grou ps

• And mu ch, mu ch more!

Ema il u s at:

getinvolved@luminus.org.uk

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CONTENTSWelcome 4

Luminusawards2008-09 6

TheSundayTimes100BestCompaniestoWorkFor 7 7

SuccessinShortNoticeInspection 8

TheLuminusfamily 10

Customerserviceexcellence 12

Improvingourhomes 14

Collectingrentandreducingdebt 16

Providinghomes 18

Tacklinganti-socialbehaviour 20

Workingwithcustomerstoshapeservices 23

Workingwithcommunities 26

Developinghomes 28

Communications,Marketing&PR 30

Servingourvulnerablecustomers 32

FerryProject 34

HopeSocialEnterprises 35

Improvementthroughpeople 36

Achievingefficiencygains 37

ThelightersideofLuminus 38

Providingexcellentservices 40

ConsolidatedFinancialStatements(Extract) 42

Contactus 43

LuminusGroup•BrookHouse•OuseWalk•Huntingdon•CambsPE293QW01480428777•info@luminus.org.uk•www.luminus.org.uk

Want to be pa rt of the BEST?

There a re ma ny ways to get

i nvolved with u s:

• Myste ry Shoppi ng

• Disa bility Advisory Pa n e l

• Design Review Grou p

• Street Repre sentative s

• Residents Grou ps

• And mu ch, mu ch more!

Ema il u s at:

getinvolved@luminus.org.uk

4

Welcome…to the Luminus story of continuing success.

By any measure, Luminus achieved outstanding success in 2008-09. We’re pleased to be able to share some highlights in this Review. It has to brief, but our residents, staff and the communities we serve have the full story.

While financial and housing markets wentinto freefall, Luminus continued on a pathof financial stability, giving our customersthe peace of mind that we would maintainthe quality of our services, and our staff theassuranceoftheirjobs.

We also achieved significant efficiency gains,value for money and cost savings througheffectivemanagement.Whileinvestinginourcurrenthousingstockwecontinuedtopursueopportunities to provide much-needed newhomes.

Our 2008 theme of Fit for Purpose wasparticularly apt. Throughout the year theentire organisation, along with our residentsrepresentatives, worked to ensure that oursystems and processes didwhatwewanted.Residents, in particular, played an excellentpart,especiallyinhelpingtobringtogetherourextensiveservicestandardsintoasinglesuiteofdocuments.

SupportedbythemweachievednotablesuccessintheAuditCommission’sshortnoticeinspectioninJanuary2009.Indeed,theactiveinvolvementofresidentsrepresentativesprovedhowmuchcan be done through energised partnershipbetweenlandlordandtenant.

WELCOME

“an inspirational year... high levels of customer satisfaction, fi rst-class performance... and

many prestigious national and international awards”

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It was also an inspirational year, evidencedby high levels of customer satisfaction, first-class performance and the winning of manyprestigiousnationalandinternationalawards.

We maintained a sound framework forcorporate governance across the breadth ofourbusiness.Anumberofnewnon-executivedirectorsbroughtskillsthatcomplementedthesubstantialexperienceof theexistingboards.Supported by well-established executivearrangementsandwide-rangingdevelopmentopportunities, they effectively covered anextensive programme of business as theexternallandscapeshiftedandchanged.

This was validated by the Audit CommissionwhostatedthatLuminusboardmembers,“…areclearabouttheirrole,focusedonstrategicissues,andarevisibleincarryingthisout.Thisissupportingtakingservicesforward.”

We now move forward into our 10th year,withrenewedcommitmenttomakeapositivedifferenceincommunities.“BrokenBritain”isadescriptionthatisdifficulttodeny.Luminushas been in the business of making thingsbettersince2000.It’swhatwe’reheretodo.It’swhatwewillcontinuedoing.

We plan to succeed. We work to inspire!

Chan Abraham Group Chief Executive

The Luminus Board

Luminus residents have a lot to smile about

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LUMINUS AWARDS 2008-09

2008

Winner NationalBusinessAwardsEmployeroftheYear(Regional)

FinalistNationalBusinessAwardsThe3iGrowthStrategyoftheYearAward(Regional)

Finalist NationalBusinessAwardsTheCorporateSocialResponsibilityAward(Regional)

Finalist NationalBusinessAwardsEmployeroftheYear(National)

Finalist NationalBusinessAwardsTheHealth,WorkandWellbeingAward(National)

Highly CommendedNationalBusinessAwardsTheMarketingStrategyoftheYearAward(National)

Winner NHFNeighbourhoodAwardsCommunicationsAward(Opennessandcommunication-theLuminusWayofExcellence)

Finalist CTAUKBestRural/UrbanCommunityTransport2008(OutandAbout)

Finalist CTAUKBestRural/UrbanCommunityTransport2008(MiDASDriveroftheYear–PeterSmith)

Highly CommendedYouthBuildingUK2008Awards(16-to25-yearoldcategory–BenSmith)

2009

WinnerLGCandHSJSustainableCommunitiesAwards2009-BuildingSustainableCommunities(Oxmoor–thephysicalaspects,Buttsgrove;garageredevelopment;HealthCentre)WinnerBestCompanies20093Stars“AnExtraordinaryCompany”AccreditationWinnerSundayTimes100BestCompanies–12thpositionWinnerRoSPAOccupationalHealthandSafetyGoldAward2009(fifthyearrunning)WinnerRoSPAOccupationalHealthandSafetyGoldMedalAwardFinalist2009HousingHeroesAwardProcurementTeamoftheYearFinalist2009HousingHeroesTenantEmpowermentTeamoftheYearWinnerRoSPAMORRSafetyGoldAward2009WinnerBritishSafetyCouncilInternationalSafetyAwardFinalistNationalBusinessAwardsTheCustomerFocusAward(Regional)Finalist NationalBusinessAwardsCityandGuildsEmployeroftheYearAward(Regional)Highly CommendedEnterprisingBritain2009Awards(FerryProject)

Best Companies 20093 Stars

“An Extraordinary Company”

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For the second year Luminus Group has achieved outstanding national recognition as one of the UK’s 100 Best Companies To Work For, achieving 12th place (from 16th in 2008) on a prestigious list of winners that includes well-known, national names.

Arising from an independent survey ofemployees, Luminus scooped The SundayTimes100BestCompaniestoWorkForawardandwererankedNumber1inthecountryforagoodwork-lifebalance,witha81%positivescore.Judgessaid,“Luminusbeatseveryothercompany for this question and Luminus staffglowwith jobsatisfaction,”adding,“Thekeytothecompany’sengagedworkforceisstrongleadershipwhichlooksafterthewellbeingofstaff.”

For the leadership of Group Chief ExecutiveChanAbraham,Luminusstaffgaveatopfivescoreof86%promptingjudgestosaythathe“runsthecompanyonsoundmoralprinciples”

andgives“inspirational”leadership.Afurther84% of staff said they had “a great deal offaith”inMrAbraham,whostartedtheLuminushousingbusinessfromscratchinMarch2000.

Judges were very impressed with theopportunitiesemployeeshavetoengagewiththeir leaders, through fit-for purpose forums,“TakeittotheTop”(wheretheygetpersonaltimewithMrAbrahamtodiscuss issues)andanannualopinionsurvey.

Thecomprehensivebenefitspackageincludingsubsidised gym membership and an onlinepersonalhealthmanagementsystemalsowonpraise.

Group Chief Executive, Chan Abraham, wasdelighted to take eighteen employees,includingcaretakers,electricians,receptionistsand office staff, with him to the glamorousawardseventattheBatterseaEvolutionCentre,London.

THE SUNDAY TIMES 100 BEST COMPANIES

Ranked Number 1 in the country for employee well being

Chan Abraham and Luminus employees receive the 100 Best Companies Award

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The Luminus Short Notice Inspection Team, comprising of Luminus staff, board and tenants

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In January 2009, Luminus had a Short Notice Inspection by the Audit Commission. They looked at a range of services provided by Luminus and concluded that Luminus has ‘very satisfied customers’ and ‘strengths considerably outweigh weaknesses’.

The Audit Commission inspectionteam gave Luminus the maximumcredit in two categories and highmarks in three other categories forcommitment to its customers, easilyaccessibleservices,highperformancestandards and high level of residentsatisfactionwiththeservices.

Mark Elsworth, Audit CommissionLeadHousingInspector,said:

‘Luminus is clearly committed toproviding high quality services toits residents. It has a strong focuson customer care, resulting in verysatisfiedcustomers.”

The Audit Commission went on tolookatLuminus’plansforthefutureand concluded that the organisationhas ‘excellent prospects forimprovement’.

GroupChiefExecutive,ChanAbraham,said hewas delighted that Luminushadachievedoutstandingscoresinallcategoriessaying,

“Luminus has already receivedextraordinary recognition nationallyas a three stars Best Company and12thrankinginTheSundayTimes100Best Companies to Work For 2009.Thegoodresultsofthisinspectionbythe government’s watchdog are animportantaddition. Withour themefor 2009 of “transformed lives andexcellentoutcomes,”we reallyhopethat Luminus Group’s achievementswill encourage landlords across thecountrytofollowourleadasweseektodemonstrateamoreexcellentwayofdoingbusiness.”

SUCCESS IN SHORT NOTICE INSPECTION

Table showing summary of Audit Commission assessment, January 2009

Service AssessmentAccessandcustomercare Strengthsconsiderablyoutweighweaknesses

Responsiverepairs Strengthsconsiderablyoutweighweaknesses

Diversity Strengthsoutweighweaknesses

Residentinvolvement Strengthsoutweighweaknesses

Valueformoney Strengthsoutweighweaknesses

“Luminus is clearly committed to providing high quality services to its residents.

It has a strong focus on customer care, resulting in very satisfied customers.”

Mark Elsworth, Audit Commission Lead Housing Inspector

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Being part of the Luminus family means being part of a company that provides more than just a job. Luminus provides a positive atmosphere in which every employee can make a difference.

Werecognisethatloyaltyandcommitmentonbothsidesiskeytosuccess.

Thewholeteamisinvolvedinstaffcarewithsupport coming from the HR Business Team,managersandpersonalcontactwiththeGroupChief Executive including ‘Take it to the Top’opendoorpolicy.Thismeans thatwhenstaffface tough times, Luminus can be a placewhere problems are solved and people arecaredfor.

Therearemanyavenuesthroughwhichissuescanbediscussed,informationsharedandideasdeveloped.Managersholdmonthly1:1swiththeir team members and there are monthlyteam and departmental meetings. Managersmeetonceaquarterfortrainingandtodiscussoperationalissues.

We also hold amonthly Luminus Conferenceand quarterly Maintenance Staff BreakfastswherestaffgathertogethertohearimportantmessagesandamotivationaltalkgivenbyourGroup Chief Executive. Staff are commendedon their excellent work and performanceand receive awards, certificates and prizes inrecognition of great achievement. We alsocelebratebirthdays,welcomenewmembersofstaffandcongratulatethosewhohavebecomeparentsorgrandparents.

Luminusrunsan‘UnderstandingLuminus’coursewhich every employee and board memberattends,givingeveryoneabetterunderstandingoftheirroleandtheaimsofLuminus.

Luminus recognises that employees aremotivatedbymorethancompetitivesalaries.We therefore provide a welcoming workingenvironment,acomprehensivelistofbenefitsand provision for the emotional and physicalwell-beingofstaff.

Our Brook House head office embodies theethos of Luminus, providing an environmentwhereemployeesareabletoworksafelyandeffectively.

Benefits for Luminus staff include flexitime,generous levels of annual leave, childcarevouchers, financial advice and a contributorypensionscheme.

Thehealthofemployees isvery importanttous.Wethereforealsoprovidesubsidisedgymmembership, a healthcare cash plan whichincludes employees’ dependent children, sixfree sessions of face to face counselling anda free 24 hour GP telephone consultationservice.

We hold regular social events which involveemployees and their familymembers. Theseinclude:

PartyattheFarm•

Children’sChristmasPartyforstaffchildren•

andgrandchildren

CarolsforChristmas•

LuminusQuizNights•

The Luminus family extends to our tenantsand stakeholders who can contribute andget involvedata rangeofeventsor throughworkinggroups.Ouraimistocreateacompanywhoseethosand inclusiveness can transformlivesandcommunities.

THE LUMINUS FAMILY

The Luminus family extends to our tenants and stakeholderswho can contribute and get involved

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Louise, Kelly and Andrea receive flowers as part of Luminus Women’s Day

Tony, Shawn, Barry, Nairn and Andre receive chocolate and a mug for Luminus Men’s Day

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Facts & fi gures

CallsansweredbyServiceCentreandReception 99,774Positivecustomersatisfactionwithrepairrequests 96.2%Positivecustomersatisfaction:helpfulnessoftheServiceCentre 98.1%TotalnumberofvisitorstoLuminusoffices 17,250

Customer opinion survey results

Howsatisfiedareyouwiththeoverallservice? 88.7%DidyoufindLuminusstaffhelpful? 90.7%

Luminus go the extra mile in our customer service

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Following the short notice inspection carried out in January 2009 the Audit Commission stated that “Customers receive a high standard of customer care, with enquiries being dealt with quickly and efficiently by professional and courteous staff”.

The inspectors identified some keystrengths:

Customers can easily access•servicesusingarangeofmethodsCustomerinformationleafletsare•comprehensiveincludingarangeofServiceStandardsavailableindifferentformatsandlanguagesPerformance is monitored and•reportedThe website is informative and•easytouseCustomerfeedbackisextensively•gathered and actively used torespond to customerneeds andimproveservicesLearning from complaints and•feedback is shared across theorganisationandusedtoimproveservicesSatisfactionwithservicesishigh.•

Wecontinuedtouseeveryopportunityto identify how to improve servicesfrom the already high levels whichourcustomersareenjoying.

We launched our new approachto managing customer enquiries,including the recruitmentofCarolineHoward, a specialist CustomerRelationsOfficer,and thecreationofanewsystemofmanagingcustomerenquiries. Caroline ensures thatany feedbackyougiveus about theservicesyoureceivewillbedealtwith

by the right person at Luminus, andwithintendaysofyoutellingus.

As a consequence of this newapproach, we have seen a fall inthe number of formal complaintsabout our services. During 2008-09,no complaints were upheld by theHousingOmbudsmanService.

We asked residents to completea customer satisfaction survey inDecember 2009. We were gratefulthatsomanyresidentstookthetimeto return their completed forms andweweredelightedtofindthatresultsindicated that levels of customersatisfaction are better than the lastfullcustomeropinionsurveyin2007.

90.7% of residents found Luminusstaff helpful when they last hadcontactwithus,comparedwith88.2%in 2007, while 88.7% are satisfiedwith the overall service provided,comparedwith87.6%in2007.

LuminuspublishedarangeofServiceStandards in early 2009. TheseStandardscoverallourmainactivitiesand were developed in partnershipwith our customers. They form amajorpartofourservicecommitmenttoourcustomer,andareabenchmarkof Luminus’ ‘more excellent wayof doing business’. We will conductannual reviews of the Standards, sothatwecancontinuouslyimprovetheservicesweprovide.

CUSTOMER SERVICE EXCELLENCE

We continued to use every opportunity to

identify how to improve services

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Facts & fi gures

Emergency repairs completed in targetLuminusHomes 99.6%OakFoundation 99.8%

Urgent repairs completed in targetLuminusHomes 97.9%OakFoundation 98.8%

Routine repairs completed in targetLuminusHomes 99.2%OakFoundation 99.6%Gasboilerservicing 99.5%

Energy effi ciency ratingLuminusHomes 69OakFoundation 70 Decent Homes StandardLuminusHomes 99.2%OakFoundation 99.8%

Luminus tradesmen Shaun and Mark working on an empty home

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At the end of 2008-09, 99.2% of Luminus Homes properties and 99.9%% of Oak Foundation properties complied with the Decent Homes Standard (DHS).

Wecontinued to implementa seriesofplannedmaintenanceprogrammeslastyearto improveourhomes,andwere happy to record high levels ofcustomer satisfaction with the workcarriedout.

Projectsincluded:The replacement of central•heatingsystemsin260homesThe installation of new uPVC•windowsanddoorsin325homesThe fitting of 277 new kitchens•and112newbathrooms.

FollowingtheShortNoticeInspection,the Audit Commission noted ‘therepairsserviceisgearedtotheneedsofthecustomers…repairsarecarriedout quickly and to a high qualitystandard.’

During2008-09,95.8%of the3,469customers who returned a responserepairs survey reported they weresatisfied overall with the serviceprovided,whichwas an increase on94.3% during 2007-08. 96.3% ofrespondents were satisfiedwith thequality ofwork. Luminuswerealsofullyfocussedoncompletingasmanyrepairsaspossibleatthefirstvisit.Wehavenowlaunchedourappointmentsystemforallresponsiverepairsandcustomerscanmakeanappointmentat thefirstpointof contact formostrepairs.

“Signed with Pride” was initiallysuggestedbystaffandsubsequentlyagreed with the Tenant Services

Consultative Forum. Tradesmenpresent a “Signed with Pride” cardeach time they complete a job, andthecardcontainscontactdetailswhichthecustomercanuseiftheywishtocomment on the service. TheAuditCommission stated, “This initiativeshowsgoodcustomerfocusincreasingthetradesmen’sresponsibilityforthequality of the work, and allowingthe customer immediate redress ifneeded.” Following the success oftheschemetodate,ithasnowbeenextended to include planned andimprovementworks.

FollowingdiscussionswithtenantsinJuly2008,wecommencedaCustomerServices Training Programme for ourteamoftradesmen.

From July to December 2008, 61 ofourtradesteamattendedthetrainingsessions,andwewillensurethatalltrades staff will have attended thetrainingbytheendof2009.

ThesessionsarerunbyAndyDavey,ourMaintenanceTrainer,whoensuresthatthetrainingmeetstheneedsofallorourtenants.

Luminus ‘Handyman’ service wentfrom strength to strength during2008-2009.Theserviceisspecificallydesignedforthoseelderlytenantswhooccupy Oak Foundation properties.Luminus tradesmen undertake avariety of jobs such as decorating,gardening and plumbing at a smallcosttothecustomer.

OneofthemainoutcomesisthattheservicehasprotectedelderlytenantsoccupyingOakFoundationpropertiesfrom falling victim to rogue tradersandunscrupulouscontractors.

IMPROVING OUR HOMES

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COLLECTING RENT & REDUCING DEBTOnly 32 tenants were evicted for rent arrears in 2008-09, which represents an overall percentage of 0.52% of all Luminus homes.

We have robust procedures in placeto ensure we maximise collectionof rents,while providing support forresidentswhofacedifficultinmakingregularpayments.

Weareconfidentthatourperformanceforarrearsasaproportionoftherentdebit will remain within the topquartile for the sector, and our yearend performance for current rentarrearsasapercentageoftheannualdebitwas2.17%.

Luminus recognises that we are inaprimeposition tobeable toassisttenants to improve their moneymanagement skills. The knock oneffect will be sustained tenancies,reduction in rent arrears, less debtandfewerbankruptcies.

‘Financial inclusion’ is a key part ofthecurrentGovernment’ssocialpolicy.Luminus is keen to play a role inincreasingtheawarenessoffinancialissuesandalsotoprovideservicestohelp reduce the impact of financialexclusiononthewholecommunity.

Financial inclusion isabouteveryonehavingaccesstoappropriatefinancialservices,enablingthemto:

manage theirmoney on a day-•to-daybasisdeal effectively with financial•problemsplanforthefutureandcopewith•financialpressure.

Our new home contents insurancescheme,introducedduring2008-09inpartnershipwiththeNationalHousingFederation, provides an enhancedlevelofcovertothepreviousschemeandalsoallows forflexiblepaymentoptions.

This scheme is regularly promotedtoLuminus tenants throughLuminusNews,andatexternalexhibitions.

Our Income and Benefits Advisercontinues to provide advice andsupport in maximising tenants’income, and helping them withmoneymanagement.

Sheishappyto‘signpost’thevariousbenefits available and supportstenantswhoareexperiencingchangesintheirliveswhichmightaffecttheirtenancyagreementswithLuminus.

She will also highlight the ways inwhich income can be maximizedthrough a ‘benefits health check’ toestablish what may be applicablebased on their circumstances, andwill assist individuals in completingapplicationforms.

Financial inclusion is about everyone having access to appropriate

financial services

Sue and Tracey give advice on income and benefits

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Sue and Tracey give advice on income and benefits

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Moorhouse Drive, OxmoorDevelopment

The Chestnuts, Great Shelford Development

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The HomeLink Choice Based Lettings Scheme for the Cambridge sub-region in which Luminus participates, is now in its second year of operation.

HomeLink is the newway of lettingCouncil and Housing Associationhomes across the region. It offers achoiceaboutwhereyouwouldliketolive.

We have contributed to acomprehensive process of review toensure fair access forall peopleandexamples of actions which Luminushastakeninclude:

Promoting the service through•regulararticlesinLuminusNewsPostinguptodateinformationon•theschemeandcurrentbiddingroundsinBrookHousereceptionComprehensive and easily•accessibleinformationpostedontheLuminuswebsiteProviding one to one support•to people wishing to applyfor homes through Luminus’NeighbourhoodWardenServiceRegular notifications to•Huntingdonshire District Council(HDC) on vulnerable applicantstoensuretheyareaddedtothe‘assistedbiddinglist’.

Newtenantsof Luminuscontinue tobeimpressedwiththequalityoftheproperties they move into. 95% ofnewtenantsin2008-09reportedthattheyweresatisfiedwiththestandardoftheirnewhome.

Wewillconductedareviewofourre-let standardduringearly2009. Thisinvolved a significant consultationprocess with tenants and staffmembers.

Luminusneedstobeclearabouttheexpectationsandaspirationsofthosemoving into our homes when weseek to make enhancements to thewaywemakepropertiesavailableforletting.

PROVIDING HOMES

95% of new tenants in 2008-09 reported that

they were satisfi ed with the standard of their

new homeFacts & fi gures

Vacant and available dwellings at 31 March 2009LuminusHomes 0.6%OakFoundation 5.0%

Operational re-let timeLuminusHomes 25daysOakFoundation 11days

Void repair period – operationalLuminusHomes 14daysOakFoundation 12days

Void repair – major worksLuminusHomes 25daysOakFoundation 16days

Numberofhomeslet 499

Customerssatisfied 99%withstaffhelpfulnessCustomerssatisfied 97%withtheirnewhome

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Facts & fi gures

Customerssatisfied 68%withthewaytheirASBcasewashandled

Acceptablebehaviour 18contractssigned

Interventionsmade 148(includingproblemsolving,parentingsupportandmediation)NoticeofSeeking 13Possession(NOSPs)servedforanti-socialbehaviour

The Luminus Community Action Day in Oxmoor

The Luminus Community Action Day in Eynesbury

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Anti-social behaviour (ASB) can take on many forms, but its effects on other customers, and to the value of our homes, can be devastating. Luminus will not tolerate ASB and takes active steps to address such problems. During 2008-09, we worked with other agencies to promote positive behaviour both by individuals and within communities to reduce incidents of anti-social behaviour and enhance community wellbeing.Weensuredthatourdedicatedteamof ASB officers were equipped todeal with all kinds of complaintsreceived. Training was provided inSeptember 2008 covering differentaspects of ASB casework, whichresultedinparticipantscomingawaywith a strong understanding of thecasework process and the powersat their disposal. To measure oursuccessatdoingthis,wecompareourperformance against other housingorganisations through HouseMark’sbenchmarkingservice.

MostcasesofASBthatLuminusdealswitharecomplaintsaboutnoise.Oftenthesecanberesolvedbyspeakingtothe neighbour about the problem.However, tohelpusdealwith thesecomplaints, in 2008-09 Luminuspurchased a digital noise recorderwhich we put in homes of peoplecomplainingaboutnoise.Therecorderis used to analyse noise levels anddeterminewhether theyarecausinga disturbance. Thiswill help provideevidence if furtheraction is requiredtodealwiththecomplaint.

LuminuswereinvolvedinNoiseActionWeekinMay2008,andwereableto

promoteacceptablenoise levels.WeattendedeventsinRamsey,StNeotsand Huntingdon, giving us a greatopportunity to meet tenants andother residentswhohad issueswithnoise.

Luminus Group Chief Executive ChanAbraham, supported by twenty-fiveLuminus colleagues, contributed tocommunity spirit atOxmoor throughatidyupoperationaspartofNationalCustomerServiceWeek.

The evening was a great success.Intrigued local residents watchedMr Abraham and his staff removemore than thirty sacks of rubbishfrom different parts of the estate.A similar event took place inRamsey in January this year, withNeighbourhood Wardens workingwith the community to improve theenvironment by tackling fly tipping,litterandvandalisedareas.

In 2008-09, Luminus conducted areviewtoensureitcomplieswiththeTenant Services Authority’s guidanceon how best to meet the needs ofpeople at risk of domestic violence.We are able to report that ourapproachtothisissueandthespecificmeasures which we have in placeensurewe fullymeet theguidelinesprovided.

These include extensive partnershipworking, signing up to theCambridgeshire Domestic ViolenceStrategy and dedicated points ofcontact for victims and witnesses.Training and support is delivered toall relevant staff and a wide rangeof information isavailable topeoplewhoneedit.

TACKLING ANTI SOCIAL BEHAVIOUR

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Luminus tenant Janet Gibson with Tracey, Luminus Tenant Involvement Officer

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Short Notice Inspection

FollowingtheShortNoticeInspectioncarriedoutinJanuary2009theAuditCommission found that ‘strengthsoutweighweaknesses’withregardtotenantinvolvement,stating:

“Luminusshowsaclearcommitmentto resident involvement. Residentshaveclearly influencedhowservicesare delivered, and generated anumber of service improvements.This is ensuring services respond toresidents’requirements.”

Keystrengthsidentifiedwere:

There are many ways for•residents to be involved in theservices they receive. This isallowingresidentstobeengagedatalevelwhichsuitsthemLuminususescustomerfeedback•from tenant involvementactivitiestotryandincreasetheextent to which residents areinvolvedwiththeserviceResidents and Luminus are•working together to increasethewaysinwhichresidentscanfurtherinfluenceservices.The flexibility which Luminus•employswhenarrangingeventshas been cited by the AuditCommission as an example ofgoodpractice.Thisapproachhastheeffectofmaximisingpeople’sopportunitiestogetinvolved.

Tenant Services Consultative Forum (TSCF)

The Tenant Services ConsultativeForum(TSCF)metseventimesduring2008-09andcontinuedtoassesstheway in which Luminus delivers coreservicestotenants.

TheTSCFisthejointmeetinggroupforresidentsandmembersof staff, andis involved in tenant services issueswithinLuminus.Topicsfordiscussionsincludedhowwedealwithevictions,choice-based lettings, the BusinessPlan 2009-12 and a review of thecodeofconductforcontractors.

Design Review Group (DRG)

The Design Review Group discussand review new service issues andcommentoncurrentservicedelivery,whichleadstobetterqualityservicesand increased levels of satisfactionOne activity during 2008-09 was todiscussthenewGuideforTenants.

The Group, who represent a cross-section of our customers gave a lotof insightful and constructive adviceon how to improve the documentandensureitwasaccessibletoallourcustomers. They concluded that thenewGuideforTenantsiseasytouse,informativeandhelpful.

Service Standards

During 2008-09 we launched afull range of Service Standardleaflets following a comprehensiveconsultationprogrammewithtenantsandleaseholders.

The Service Standards cover all coreservicesandarewidelyavailableinarangeofformats.Ourrobustapproachto this area of work was identifiedby theAudit Commission during theShort Notice Inspection process inJanuary2009.

WORKING TOGETHER TO SHAPE SERVICES

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WORKING TOGETHER TO SHAPE SERVICESEquality Impact Assessments

We worked with our tenants to constructLuminus’ Corporate Equality Scheme ActionPlan, and created a schedule for ImpactAssessment reviews of key housing servicestorunfromOctober2008toDecember2010.During2008-09,ourtenantsassessedhowfairandequitablearethewaysinwhichLuminusdelivers asset management work, tacklesanti-social behaviour and access to housing.Thesethreesessionswereattendedbyover50tenants.

Mystery shopping

Mystery shopping is away ofmeasuring thequalityofservicesdelivered.Mysteryshoppersposing as normal customers perform specifictasks, and then provide detailed reports orfeedback about their experiences. Luminususes the information provided to furtherenhance the services we offer to residents.The Tenant Involvement team worked hardto recruitnewmystery shoppers to join theirnewMystery ShoppingPanel. At an event inFebruary 2009 held to discuss the benefitsofmystery shopping, 17new residentswererecruited.Asagreedwith thenew recruits, aplanofactivitieswasdiscussedfor2009,andtheywillbecarryingout‘real-time’exercises.

Scrutiny Panel

Thetenants’ScrutinyPanelmetin2008-09.Thepanel were provided with evidence for eachservicearea,expandeduponbystaffmemberswho delivered presentations, providedevidenceandansweredquestionsputtothembytheScrutinyPanel.Akeyelementwastheexplanations given by operational staff andmanagers of how tenants involvement hadan impact on their service, giving examplesof where this has directly lead to improvedservicesforLuminuscustomers.

At the end of each presentation the panelwere asked to score the service area witha percentage. The process identified thatcustomers overwhelmingly considered theirinputthroughtenantinvolvementtohavehadapositiveinfluenceonservices.

Leaseholders

On 16 October 2008 we held two meetingswith our leaseholders to help improve theservices we provide to them. We discussedvariousissues,themainonebeingthefutureofthe‘sinkingfund’thatleaseholderspayintoforanyfuturemajorworksontheirhomes.

Leaseholders wanted the sinking fund toremain but with more flexibility in the wayit is operated. They felt charges should beon a simple split by the number of flats ina block. They also agreed to an improvedformatforservicechargeaccountsandasetofservicestandards.Inearly2009leaseholdersdiscussed thequalityof informationprovidedtoleaseholders,andaGuideforLeaseholderssimilartoourGuideforTenants.

Area Association meetings

We held two Area Association meetings atBrook House during 2008-09. The first tookplace inApril2008andthethemewas ‘Howwelldowecommunicate?’

Tenants had the opportunity to feedback intenant involvement activity and give theirsuggestions on how Luminus could improvecommunicationtocustomers.

The second meeting concerned ‘MoneyMatters’; talks were given about financialinclusion, income and benefitsmaximisation,specialist debt advice and credit unions. Welook forward to launching our new styleResidentsConferencesduring2009-10.

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Mrs Saddat, a Luminus resident, shares her views

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Eynesbury on the Up Neighbourhood Management Event

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Luminus’ focus is on getting out in our communities so that there is a great connection between us and our customers.

In2008-09Luminuscontinuedtoworkwithotheragencies in Eynesbury, StNeotsasapartofthejointapproachtoNeighbourhoodManagement.Theoutcomesincludedahigherdegreeofresident involvement in developingchallenging plans for the area, andthe creation of nearly 20 StreetRepresentatives.

A Street Representative is aresident ‘champion’ within a streetor neighbourhood. They act as apoint of contact for reporting local,environmental and social issues, forexample reporting environmentalcrime and anti-social behaviourincludingflytipping,litter,dogfouling,abandonedcars,graffitiandnoise.

Street Representatives also havethe opportunity to work with localagenciesandgroups tohelpprovideinformationtoresidents.Animportantaspect of the project is the regularfeedbackmeetings,asthisgivestheopportunityforLuminustogetdirectfeedback on issues that have beenreported.

Aspecialeventcalled ‘Eynesburyonthe Up’was held in September andresidents were invited to come andlearn more about changes in theway their neighbourhood is beingmanaged.

Our Neighbourhood Wardenscontinued to make a significantcontribution to local communitiesduring 2008-09. They worked with

pupils at Bushmead in St Neots, StMary’sCofEinEynesbury,ThongsleyFields in Huntingdon, Yaxley C of EandRamseyCountytoeducateonkeycommunity issues. Themes coveredinclude environmental health, theplanet, health and safety, noiseawareness, child safety, anti-socialbehaviourandenvironmentalcrime.

During 2008-09 we engaged inactivitiesaimedatimprovingthelocalenvironment.AnareaofunderusedlandinEatonSoconwastransformedinto a community vegetable andflowergarden.

Roman Gate apartment blocks inGodmanchester had their gardenslovingly transformed by Luminus aspartofthe‘GodmanchesterinBloom’competition.

Neighbourhood Wardens and JuniorWardens,workinginpartnershipwithotherlocalagencies,triumphedagainat Moor in Bloom during 2008-09.In the urban regeneration category,Oxmoor achieved a silver gilt andin threeof thefivesections reachedgold standard, narrowlymissing outonwinningthiscategory.

Thongsley Junior Wardens wereparticularlypleasedtobeabletoshowofftheirhangingbaskets,donatedbyNeighbourhood Wardens, and theirnewlyrenovatedschoolgarden.

Last year residents saw the localimpact of ‘Spot the Solution’. Thisparticipatory approach to meetinglocal needs and consulting residentsis widely regarded as being highlyeffective. Thebudget for theprojectwasincreasedto£200,000.

WORKING WITH COMMUNITIES

28

Neil Hadden, Chief Executive of Aldwyck Housing Group and Chan Abraham, Luminus Group Chief Executive sign the partnership agreement for new homes

29

During 2008-09, Luminus was working within the region developing affordable homes in line with housing strategies for the Cambridge sub-region and local authorities’ sustainable community strategies.

Wecontinuedtoworkinconstructingspecialist accommodation atBrookside, Huntingdon of 34 unitsof extra care housing. The schemewill provide extra assistive care forolder members of the communityinacentral location. It isanticipatedthat the homes will be ready foroccupationnextyear.

Luminus is working in partnershipwith Crest Nicholson Ltd. on adevelopment in Cambridge called‘Kaleidoscope’. The site consists of408oneandtwobedroomhomesofwhich122willbeforlowcosthomeownership.Wehavesetasideanareatobeusedasacommunitycentreinthe development which will houseappropriate community orientatedservices.

In 2008we started on site at GreatShelford near Cambridge, with adevelopment of 14 low cost homeownership homes and 15 for socialrent.Thehomeshavebeenbuilttoanexcellentstandardandincludesecureaccess, spacious room, bin storesand parking all set in a picturesquelocation.

Going forward, our new partnershipwith Aldwyck now enables LuminusGroup to access HCA grant directlyvia the ARC Partnership. This willenable Luminus to spread its capitalinvestment further and enables thegroup to provide more affordablehomesatatimeofgreatneed.

Luminus is seeking to redevelop theformerRamseyGrandintoanexcitingnew community centre with highquality housing. The new buildingwill incorporate a library learningcentre,arangeofservicesforchildrenand young people, a communityinformation centre and some muchneededhousing.

In 2008 we started a process ofconsultation with the residents ofThe Whaddons and Thongsley inHuntingdon as part of an excitingredevelopmentproposalforthearea.Subject to consultationandplanningpermission,residentsmaybeabletomove into their new homes in late2010.

Luminus is supporting the NationalHousing Federation in its campaignto ensure that private developersreach the same high standards incutting carbon emissions as housingassociations.TheGreenHomesNow!petition was sent to the HousingMinisterand the listof supporters issteadilygrowing.

We pride ourselves on the highenergy efficiency of our homes andthisisreflectedinanenergyefficiencyrating above the public and privatesectoraverages.Thisnotonlyreducescarbon emissions, but also reducesthe heating bills of the occupantswhichisincreasinglyimportantinthecurrentclimate.

DEVELOPING HOMES

We pride ourselves on the high

energy efficiency of our homes

30

This year Luminus rose from 16th to 12th in The 100 Best Companies to Work For. Luminus is now the highest ranked social landlord in the UK.

This was the culmination of a verysuccessful year which also sawLuminus being accredited with a 3Star‘anextraordinarycompany’BestCompany rating and theRoSPAGoldAwardforthefifthconsecutiveyear.

Other awards won in 2008-09include:

Employer of the Year (regional)•attheNationalBusinessAwardsCommunications Award at the•NHFNeighbourhoodAwardsBuildingSustainableCommunities•Award at the LGC and HSJSustainableCommunitiesAwardsFinalist in National Business•AwardsforEmployeroftheYearand Health, Work and Well-being.

Luminus ran a very successfulconference on ‘Building Successthrough People’, where over 50delegatesheardleadingspeakerswhoenabledattendeestogaininsightintodifferentbusinessesandtheirjourneytosuccess.

Thesessionpresentedmanythoughtprovokingideastobetakenawayandappliedtotheotherbusinesses.

Luminus was again the headlinesponsor at Business Focus inPeterborough.ChanAbrahamopenedthe event, the largest gathering oflocalbusinesses in thePeterboroughareawithatalkon‘BeatingDepressioninRecession.’

The Chartered Institute of Housing(CIH)choseBrookHouseasthevenuefor their conference ‘The RegulationGame’. Over 80 delegates attendedtheevent.

LuminusNewsunderwentaredesignand resized to A5. This saves over£1000 in printing costs and £300 inmailingeachquarter.

Along with the website, Headlines,Luminus Brief and othercommunications, these have helpedincrease awareness of Luminusand our commitment to excellentcustomerservice.

Thestrongbrandhasgreatbenefitsforourcustomersandpartners,allowingustogrowaswellasattractthebeststaff.

Internal events complete this,including:

MonthlyLuminusConferences•MaintenanceStaffBreakfasts•ManagersForums•Regularsocialevents.•

PREMIUM BRAND AWARENESS

This was the culmination of a

very successful year

Luminus is the highest ranked social landlord

in the UK

Our focus is on excellent customer service

31

Our focus is on excellent customer service

32

Enjoying the Over 55s event

33

In August 2008, Luminus held the first Community Day for the over-55s at the Commemoration Hall in Huntingdon. The event was free to attend and provided information about the wide range of services available to all over-55s.

In February 2009, sixteen membersofLuminus’DisabilityAdvisoryPanelattendedatrainingsessionbyMargiFosh of Cambridgeshire CommunityServices, who demonstrated thevariousitemsofassistivetechnology.The technology helps to overcomechallengesineverydayliving.

Throughout October 2008, Luminus’sheltered schemes entered into thespirit of ‘Cambridgeshire CelebratesAge’witheventssuchaschair-basedexercise classes and card making.HilaryLodge,Bramptonheldaneventbasedonhealthyeatingwithatastingsession of various meals preparedby Sheltered Housing Manager, PatNdhlalambi.

Residents of Windsor Court,Somershamalsofollowedthehealthyeating theme. Sheltered HousingManager, Carol Anthony prepared ahealthybreakfast,whichtheresidentsthoroughly enjoyed. Mellors Court,SawtryenjoyedaquizwithresidentsPamandEnidhostingtheevent.

Our Tenancy Support Service hascontinuedtomakearealdifferencetothelivesofthemostvulnerablepeoplelivinginourcommunity.Wecurrentlycross-fund two posts. These are aCambridgeshire Drug InterventionsProgramme worker, which is joint-funded by the Drug and AlcoholAction Team/Supporting People and

Gypsy and Traveller support serviceswhichispartfundedbyCommunitiesand Local Government (CLG) andSupporting People. We have alsoaccessed annual CLG funding forTravellerSiteimprovementswiththeoutcomeof improving thequalityofsiteamenities.

Our significant contribution toimproving the lives of Gypsy andTravellers is widely recognised andother initiativeswe have introducedto furtherenhance their life chancesinclude accessing paediatric first aidtrainingforTravellerparentsthroughthelocalchildren’scentre.

We are currently engaged in a jointventure with the Drug and AlcoholTeamandKingsStreetHousingSocietyto establish a shared house for ex-offenders in East Cambridgeshire.This provides a stepping stone forclientsthroughtheprovisionofasafeand secure environment, preparingthem for independent living. Whenclients are ready to move on toindependent living,wehave agreedwithEastCambridgeshireCouncilthatsuccessful clients will be prioritisedin bandA through the choice basedletting.

Luminus worked with theCambridgeshire Drug InterventionsProgramme (CDIP) to reinvigoratea shared house in Wisbech used toprovideshorttermsupporttopeoplewhowish to turn their livesaround.The house, which is in a residentialestate,isusedasasteppingstonetoindependent living. CDIPdealswiththe complex needs of the residentsand attempts to move them awayfromdruguseandoffending.

SERVING OUR VULNERABLE CUSTOMERS

34

The Ferry Project continued to deliver supported accommodation to homeless single people in Fenland during 2008-09. The Ferry Project aims to help homeless people to move from a situation where they are vulnerable and dependent upon others to a position where they are independent and getting on with their lives.

AtMillClose,Wisbech,38peopleareprovidedwithasignificant levelofsupportbyteamofsupportandkeyworkersplusmanagerandtwonight staff. Each resident receives structuredsupport aimed at enabling them to movetowards independence, including their ownaccommodationandifpossiblework.AtFriendsCourt,Wisbech, residents have alreadymadesignificantprogresstowardsindependenceandreceivesupporttocontinuethatdirectionandmoveontotheirownaccommodation.

In2008-09,FerryProjectprovidedtheservicesto over 200 single people aged between 17and65.Threeinfiveoftheseclientsmoveonsuccessfullyhavingachievedanimprovementintheirabilitytoliveindependently–ouraimistomakethisafourinfivesuccessratein2009-10. One in five requires longer term supportandstayswiththeprojectformorethanoneyearinmoveonaccommodation.

All clients receive support to overcome theobstacles to them living independently,includingaccesstoeducation,counsellingandwork experience facilities operated by FerryProject and partner organisations. The focusofthesupportFerryprovidesistohelppeopleseeawayforwardtowards“abetterlife”andprovide practical and emotional support fortheirjourney.Wethereforeofferaneducationservice to assist people in accessing suitabletraining.

Activities for Ferry Project residents in 2008-09 included a family fun day out to the SeaLifeCentre inGreatYarmouthandanactivitychallenge day at the Horstead Centre nearNorwich.Botheventswereenjoyableandwillhelp Ferry Project residents to develop andmoveonwiththeirlives.

Luminus is bringing much needed hope toFenland through Ferry Project by purchasingthe Queens Hotel in Wisbech to providehousing, education and a range of facilitiesthatwillbenefitthewholecommunity.OctaviaView,asitisnowknown,willbecomeacentrethat combines a hostel and training facilitiesfor service users with varied communityresources.

THE FERRY PROJECT

Keith Smith, Director of the Ferry Project

35

HOPE Social Enterprises, a subsidiary of Luminus, is a re-use, repair and recycle company which has the aim of providing high quality high street seconds goods at a fair price, whilst providing employment to vulnerable, homeless and long-term unemployed people. HOPE currently has shops in March and Wisbech, selling furniture, electrical items, and kitchenware.

HOPEanditssistercompanyFerryProjecthavebeenrecognisedbytheFurnitureReuseNetworkasoneoftheBestReuseOrganisationsinthecountry, after being nominated anonymouslybyanotherorganisation.

We are proud that HOPE’s work in reducingpovertybyhelpinghouseholdsinneedaccessfurniture, white goods and other householditemsataffordablepriceshasbeenrecognisedonanationalscale.

HOPE employees also carry out a numberof duties including grounds maintenance,external painting, furniture restoration,recycling and composting, and cleaning.Through our partnership with ‘New Deal’, agovernment programme that gives peopleon benefits the help they need to look forwork, we offer people real career prospectswithin the organisation. During 2008-09,theconstructionofnewwarehousesatMarchcontinuedapace,andHOPEexpectstomoveinduringlate2009.

Thesiteshavemanyenvironmentally-friendlyfeatures, including toilets that flush withrainwaterand lightson trigger switches,andwillmean thatHOPE isable toprovidemoreenhancedservicestoitscustomers.HOPEcandemonstrate many examples of lives turnedaround for the better through the positiveworkitcarriesout,andwetrusttherewillbemoretocomeduring2009-10.

HOPE SOCIAL ENTERPRISES

The HOPE Social Enterprises Team

36

Through our unique attitude to “organisational wholeness”, Luminus understands the importance it plays as an employer.

Ouremploymentstrategystartswithrecruitingtherightpeople.Werealisethatfindingtheidealcandidateisnotjustabouttheirqualificationsand experience. All our job adverts, as wellas inviting applicants from all people groupswithinourcommunities,state,

“We want people with great attitude, clearfocusandperseverance.”

Wehaveintroducedamonthlyrollingappraisalsystem, which considers developmentrequirements on a regular basis. Throughthisnewsystem,weare lookingto introduceindividualpersonaliseddevelopmentplans.

Training and development comes out of theneedsofthecorebusiness.Trainingplansareidentifiedby theHRBusiness team,whoareresponsible for preparing the annual trainingplan,toensurewemeetallourrequirements.

Annual staff surveys measure employeesatisfaction, and help us to continue to be anationally-recognised “Employer of Choice”.They give employees a chance to give theiropinionsanonymouslytoanumberofquestionson management, personal development andtraining, pay and benefits,work/life balanceandequalopportunities.

Ourlatestannualstaffsurveyresultsshowthat76%ofemployeesarehappywiththeirpersonaldevelopment opportunities within Luminus;75% believe Luminus provides appropriatetraining for their job; 83% believe their jobmakes good use of their skills and abilities;and86%feelthatLuminusprovidesacultureofrespectforemployeesandcustomers.

Luminusstaffknowthattheyaresupported,allthewaytothetop,withmanyopportunitiestogrowprofessionallyandpersonally.

We have a new Maintenance Trainer, whoworks with our HR Business team to delivera rolling programme of training, includingbanksman’straining,manualhandling,firstaidandabrasivewheelstraining.In-housetrainingis carriedout for all employees regardless ofjobposition,withspecialistsubjecttrainingforthoseidentifiedasbeingexposedtoparticularrisks. Further training needs are identified atregularone-to-onemeetings.

We have also introduced a new IT trainingservice, with a questionnaire that ascertainstheleveloftrainingrequiredsothatitcanbetailoredtospecificstaffrequirements.

Our‘NewYear,NewYou’eventwasintroducedtwoyearsago.Thelatestevent,heldinJanuary2009, offered many more exhibits this year.Many more people attended the event thisyear, with representatives from WestfieldHealth, Elizabeth Hughes seated massage,smoking cessation, Huntingdon RecreationalCentre, Busy Bees pre-school nursery andChristiansAgainstPoverty.

Wealso took theopportunity topromoteour50+WorkingLivesWorkshopandnewLuminusLearningZoneprogramme.The50+Workshopisforemployeesnearingretirementage,andshares informationwith themon issues suchas financial advice and how to lead healthylifestyles.

Our new Luminus Learning Zone programmeincludes our new “Good Food Club”, whosepurposeistoencouragestafftoeathealthily,try new foods that are seasonal and sourcedlocally and to share ideas with colleagues,familyandfriends.

IMPROVEMENT THROUGH PEOPLE

86% of Luminus employees feel that Luminus provides

a culture of respect for employees and customers.

37

Luminus is always seeking to achieve efficiency savings while at the same time continuing to offer our customers an excellent service.

In achieving the balance between efficiencyand service improvement, our challenge isto find ways to raise our already excellentstandards. We have calculated that during2008-09, Luminusmadeefficiencysavingsofover£1.65million.

Somenotableefficiencysavingsmadeduring2008-09were:

• £125,000 – continuing to develop moreeffectiveleadershipthroughtheLuminusLeadershipAcademy

• £35,000 – an online recruitment serviceforourrecruitmentneeds

• £160,000 - in-house training byprofessionallytrainedLuminusstaff

• £38,000–aspecialistCustomerRelationsOfficerhasallowedcolleagues todevotetime previously spent dealing withcustomerconcernstokeyservicedelivery

• £300,000–throughnegotiatingsubstantialdiscountsonboilersinstalledthroughourplannedmaintenanceboilerreplacementprogramme

• £25,000 - driver training for tradesmento reduce accidents and maximise fuelefficiency.

Luminus introduced SAFED (Safe and FuelEfficientDriver)trainingtoeveryemployeewhodrivesaLuminusvehicle,dramaticallycuttingaccidentratesandimprovingefficiency.

As a result of the training, accidents havebeen cut from 31% in 2006 to 8% in 2008.Theaveragefuelsavingby improvingdrivingstylehasbeenabout16%whichshouldreturna total saving of £30,000 over a 12monthsperiod.

Thetrainingalsobenefitstheenvironment,foreveryvehicletravelling20,000miles,thereisareductionofoveratonneofcarbonemissionsand fewer repairs means fewer scrap partsdiscarded.

ACHIEVING EFFICIENCY GAINS

The Luminus apprentices

Luminus made efficiency savings of over £1,650,000

38

Luminus employees ‘dress up’ to help at the Luminus Children’s Christmas Party

39

Luminus’ annual family event Party at the Farm took place in September at Burleigh Hill Farm, St Ives. The weather held out just long enough for employees and their families to enjoy a barbeque, bouncy castle, face painting and the tug of war.

Therewasalsoapass theparcel forthe children under five, hook theduck and the egg and spoon race.The whole family came together attheendforafriendlyroundersmatchthatquicklyturnedmorecompetitive!Party at the Farmwas a fun-packeddayforthewholefamily.

Employees at Luminus are keen tosupport a variety of great causeswithfundraisingdays.Thisyeartheyincluded,RaceforLife,RedNoseDay,ChildreninNeedandJeansforGenes.Staffpaid£2eachtodressdownonthedayandmanyemployeesmadeandsoldedibledelights.

Therewerealsobookandplantsales,raffles, and competitions includingguess the name of the teddy, deskquizzesandaguessthebaby.Overtheyear, staff raisedmany thousands ofpoundsforgoodcauses.

Another charity event that is veryimportant to Luminus is the MarkRebane Charity Shield Football FunDay held at St Ivo outdoor footballpitch. Luminus went head to headagainst Huntingdon District Councilandwon the trophy following a 7-1victory.Thedayraisedover£600forthecharity.

TheBrainofPeterboroughQuiz tookplace in Julyhostedby theChamberofCommerce.ThethemewasbacktoschoolandtheLuminerdstriumphedforthesecondyearrunning,winningthecovetedHegartyShield.

Christmas is a very special time atLuminusandemployeescelebratedattwoevents.CarolsforChristmassawemployees, tenants, local residentsand local dignitaries come togetherto enjoy a mince pie and somemulledwineandsingsomefavouriteChristmascarols.

TheeventwasverywellattendedandbroughttheChristmasspirittoall.TheChildren’s Christmas Party was opento employees’ children aged 5 andunder. The children each received abookasagiftfromFatherChristmas.

THE LIGHTER SIDE OF LUMINUS

Nicky goes shopping at Huntingdon Gala

Having fun with Edward the Bear at Party at the Farm

THE LIGHTER SIDE OF LUMINUS

40

PROVIDING EXCELLENT SERVICESOur homesLuminusownsandmanages6,843homes

The type of homes Luminus provides

5,523 563 458 98 77 50 42 20 12

Generalneeds

Shel-tered

housing

Lease-holders

Sharedowner-ship

FerryProjectunits

Mobilehome

parkplots

Sup-portedhousing

Travel-lerssiteplots

Marketrentunits

Collecting rentRentsareourmainsourceofincomeandhelprepayloansweusetorunasuccessfulbusinesswithexcellentservices.Atotalof£25.1millionwascollectedduring2008-09.

2007-08 2008-09

LuminusHomes 1.88%(target2%)

2.17%(target1.75%)

LuminusOakFoundation 0.21%(target0.30%)

0.42%(target0.20%)

Carrying out repairsLuminuscarriedout23,040day-to-dayrepairs.Thisisanaverageofover3repairsperhome.Thetableshowshowmanyoftheserepairswerecompletedwithinthetargetdate.

Emergency repairs (within 24hrs)

Urgent repairs (within 7 days)

Routine repairs (within 28 days)

LuminusHomes 99.5% 97.9% 99.2%

LuminusOakFoundation

99.8% 98.8% 99.6%

2008-09targets 99.5% 98% 98.3%

Empty homesThetableshowsthenumberofemptyandavailablehomesandthepercentageofstockemptyandavailableasat31March2009.

Empty homes Available empty homes

% of stock empty and available

LuminusHomes 67 32 0.58%

LuminusOakFoundation

72 29 4.97%

41

1p 4p5p

10p

10p

15p

27p

27p

1p

PROVIDING EXCELLENT SERVICESLetting homes

Weletatotalof499homes.Thetableshowsthe number of lettings and average lettingperformance.

The overall lettings performance for LuminusOakFoundationhasbeenaffectedbysuccessfullettingoflowdemandproperties,resultingindrivingtheaveragelettingperiodup.

Number of homes let

Average let-ting period in days

Luminushomes

433 28(target20days)

LuminusOakFoundation

66 111(target28days)

About our customers New lettings

Ethnicity

White:British 92.3%

White:Other 4%

Black/BlackBritish:African 0.2%

Asian/AsianBritish:Pakistani 0.2%

Mixed:White&BlackCaribbean

1.2%

White:Irish 0.2%

Black/BlackBritish:Caribbean 0.5%

Chinese 0.5%

Refusedtoanswer 0.5%

Disability

Considerthemselvesormembersoftheirhouseholdtobedisabled

33%

Householdsthatuseawheelchair

5%

Complaints about our servicesWewanttoresolveenquiriesquickly,withoutthe need to invoke the formal complaintsprocess.

Last year we received four complaints fromcustomers through our Complaint ResolutionProcess,ofwhichonewasupheld.

AcopyofourComplaintResolutionformcanbedownloaded fromourwebsitewww.luminus.org.ukorcollectedfromouroffice.

What each £1 gives

1p NeighbourhoodWardens1p Baddebts4p Other5p Longtermrepaymentofloans (depreciation)10pWatercharges,cleaning,gardening, lighting10pRoutinerepairs15pStaffandofficecostsformanaginghomes27pPlannedmaintenanceandmajorrepairs27pInterestonloanstakentobuyand maintainhomes

42

CONSOLIDATED FINANCIAL STATEMENTSConsolidatedFinancialStatements(Extract)

LUMINUS GROUP LIMITEDEXTRACT FROM FINANCIAL STATEMENTS

Income & Expenditure Account

Year Ended 31 March 2009

Turnover

Cost of sales

Operating costs

Operating Surplus

Pension scheme non-actuarial increase in liabilities

Surplus on sale of tangible fixed assets

Interest receivable

Interest payable

Deficit before taxation

Statement of Recognised Gains & Losses

Year Ended 31 March 2009

Deficit for the year

Unrealised surplus on revaluation of housing and investment properties

Pension scheme actuarial (decrease)/increase in liabilities

Total recognised surplus for the year

Balance Sheet

As at 31 March 2009

INTANGIBLE FIXED ASSETS

Goodwill

TANGIBLE FIXED ASSETS

Housing properties at cost or valuation

Investment properties at cost or valuation

Other fixed assets

INVESTMENTS

CURRENT ASSETS

Land and properties held for resale

Work in progress

Stock

Debtors

Cash at bank and in hand

CREDITORS: AMOUNTS FALLING DUE WITHIN ONE YEAR

NET CURRENT ASSETS

TOTAL ASSETS LESS CURRENT LIABILITIES

CREDITORS: AMOUNTS FALLING DUE AFTER

MORE THAN ONE YEAR

PENSION SCHEME DEFICIT

CAPITAL AND RESERVES

Revaluation reserve

Revenue reserve

2008

£ '000

30,509

(2,925)

(23,130)

4,454

(158)

1,262

229

(7,929)

(2142)

£ '000

(2,187)

14,323

1,784

13,920

£ '000

544

238,666

8,601

2,182

249,993

-

17,498

31,881

163

4,483

1,781

78,421

(21,087)

57,334

307,327

181,723

1,572

64,005

60,027

307,327

Taxation (45)

Deficit for the year (2,187)

Cash deposits 22,615

Difference arising from restatement of Pension Scheme from mid market value to bid value - prior years

2009

£ '000

29,189

(236)

(24,640)

4,313

(198)

57

2,124

(8,948)

(2652)

£ '000

(2,802)

17,141

(1,504)

12,888

£ '000

517

249,756

8,607

4,321

263,201

-

7,411

33,983

155

5,036

4809

87,849

(20,437)

67,412

330,613

190,472

3,274

80,814

56,053

330,613

(150)

(2,802)

36,455

53 -

43

CONTACT DETAILS

PublishedbyLuminusGroup•RegisteredOfficeBrookHouseOuseWalk,HuntingdonPE293QWTelNo:01480428777•FaxNo:01480428555Email:info@luminus.org.uk•Website:www.luminus.org.uk

01480 428777General Enquiries

(Luminus Group Services)

Monday to Thursday 9am - 5pmand Fridays 9am - 4.30pm

01480 428333Service Centre

For reporting all repairs

01480 428522Rent Enquiries - NORTH

01480 428500Rent Enquiries - SOUTH

01945 467596Luminus Ferry Project

01480 428314Leaseholder Enquiries

01480 428721Customer Relations Offi cer

Caroline Howard

01354 658732Hope Social Enterprises

020 7540 9820Out of Hours Emergencies

01480 428521Income & Benefi ts Advisor

Sue Cargill

01480 428541Tenant Involvement Offi cer

Tracey Stone

01480 428531Tenant Liaison Offi cer

Linda Bevens

IfyouhaveanycommentsabouttheGroupPerformanceRevieworwouldlikealargeprintoraudioversion,pleasecontacttheCommunicationsTeamon01480

428707/8orsendanemailtonews@luminus.org.uk

Forhelptounderstandthisdocumentpleasering 01480 428707/8

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01480 428588Neighbourhood Services

44

Luminus is UK’s No.1 for staff well being

Demonstrating a more excellent way of doing business