1. Introduction
Lumina Pathways CIC is a not-for-profit housing provider supporting young adults and adults with learning disabilities, autism, mental health challenges, and other complex needs. We provide safe, adapted supported tenancies with co-produced, person-centred support services. This Tenant Charter sets out the rights, responsibilities, and expectations that define our commitment to our tenants.
This Charter is intended to:
- Uphold tenant rights in line with the law.
- Promote independence, dignity, and choice.
- Ensure fair and equitable access to safe housing.
- Enable informed participation and co-production.
- Clarify our responsibilities as a landlord and care partner.
2. Our Values
At Lumina Pathways CIC, our services are underpinned by:
- Empowerment – we believe in giving people control over their own lives.
- Respect – we honour each individual’s story, background, and identity.
- Inclusion – we promote equality and ensure no one is left behind.
- Co-production – we develop services in partnership with our tenants.
- Accountability – we take our responsibilities seriously and welcome scrutiny.
3. Your Rights as a Tenant
As a tenant of Lumina Pathways CIC, you are entitled to:
a. A Safe and Suitable Home
You have the right to:
- A property that is safe, structurally sound, and in good repair.
- Reasonable adaptations to meet your physical, sensory, or cognitive needs.
- Prompt repairs and maintenance.
b. Respect and Dignity
You have the right to:
- Be treated with courtesy and without discrimination.
- Live free from abuse, harassment, or victimisation.
- Practice your beliefs and identity in a supportive environment.
c. Security of Tenure
You have the right to:
- A legally recognised tenancy agreement.
- Clear and fair rules around tenancy termination.
- Protection against unfair eviction.
d. Choice and Independence
You have the right to:
- Make decisions about your daily life and routines.
- Choose your support providers wherever possible.
- Access community opportunities.
e. Confidentiality and Data Protection
You have the right to:
- Have your personal data handled lawfully and securely.
- Access records held about you.
- Be consulted about information sharing.
4. Your Responsibilities as a Tenant
To maintain your tenancy and our community standards, we expect you to:
- Pay your rent and service charges on time.
- Respect your neighbours and avoid antisocial behaviour.
- Take reasonable care of your home and report repairs promptly.
- Work with support providers when agreed.
- Inform us of changes that may affect your tenancy or housing needs.
5. What You Can Expect from Us
a. Responsive and Fair Housing Services
We will:
- Allocate homes fairly and transparently.
- Ensure you are supported during move-in and tenancy reviews.
- Make decisions based on need, risk, and eligibility.
b. Maintenance and Repairs
We will:
- Carry out emergency repairs within 24 hours.
- Complete urgent repairs within 7 days.
- Provide clear information on responsibilities.
c. Support Collaboration
We will:
- Work with your support provider to ensure consistency.
- Respect your support plan and routines.
- Adapt our communication to your preferences.
d. Tenant Involvement
We will:
- Invite you to take part in service reviews.
- Support tenant forums or feedback groups.
- Regularly review the Charter in consultation with tenants.
6. Complaints and Feedback
We welcome feedback, including complaints, compliments, and suggestions. Tenants may:
- Complain in person, via phone, or in writing.
- Expect acknowledgement within 3 working days and a full response within 10.
- Escalate concerns to the Housing Ombudsman Service if not satisfied.
7. Equality and Diversity Commitment
Lumina Pathways CIC is fully committed to complying with the Equality Act 2010. We do not tolerate any form of discrimination on the grounds of age, disability, gender identity, race, religion or belief, sex, or sexual orientation.
Reasonable adjustments will be made wherever necessary to ensure tenants with additional needs can access and enjoy their homes.
8. Data Protection and Privacy
We are registered with the Information Commissioner’s Office and comply with UK GDPR and the Data Protection Act 2018.
We will:
- Collect only necessary data.
- Store your data securely and limit access.
- Share data only with your consent or where legally required.
9. Safeguarding Responsibilities
As a housing provider working with vulnerable adults, Lumina Pathways CIC operates a robust safeguarding policy.
We commit to:
- Protecting you from harm, abuse, or neglect.
- Investigating safeguarding concerns quickly and appropriately.
- Working with local authorities and partners to ensure safety.
10. Ending or Changing Your Tenancy
You may end your tenancy by providing the required notice period in writing (typically 4 weeks unless otherwise agreed).
We will:
- Provide support during any transition.
- Carry out an exit inspection and agree final arrangements.
- Return your deposit (if applicable) fairly and promptly, subject to the lease terms.
We may end your tenancy only:
- Where there has been a serious breach of the agreement.
- In line with legal due process and supported by written evidence.
- With appropriate notice and explanation.
11. Accessibility and Alternative Formats
This Charter is available in:
- Easy Read
- Audio Format
- Large Print
- Other languages on request
We are committed to ensuring all tenants can access and understand their rights and responsibilities.
12. Review and Updates
This Charter is reviewed annually and whenever significant changes to legislation or service delivery occur.
Date of Issue: 16 May 2025
Next Review Date: May 2026
Approved by: Pauline Muswere-Enagbonma, Chief Executive Officer
Contact: hello@luminapathways.org.uk
