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:

You can find copies of our Service Standards online in our Library of publications.

Alternatively, call us on 0345 266 9760.

What our regulator expects of Luminus:

As a private housing provider, we’re regulated by the RSH (Regulator of Social Housing)

This means we work to seven regulatory standards:

  1. Tenant involvement & empowerment
  2. Home
  3. Tenancy
  4. Neighbourhood & community
  5. Value for money
  6. Rent
  7. Governance & financial viability

The RSH checks our performance on all seven standards.

Our performance on the standards is assessed and monitored by our Board, and reported to residents and other stakeholders.

We sometimes draw up local service offers, to give more detailed promises about what you can expect from us.