Rent Consultation 2026-27 by trusthousing

Rent Consultation

For the financial year 2026/27

About This Consultation

We are consulting with customers on our annual rent increase from 17 November 2025 to 19 December 2025 and really want to hear your views, as we know the decisions we make impact you directly.

We have written to all customers to advise you of the outcome of the recent Rent and Service Charge review, to seek your views on the proposed annual rent increase for 2026/27 and outline what all this might mean for your rent and service charges from 1st April 2026. If you have not received this letter, please contact your Customer Partner as soon as possible.

We appreciate this year’s consultation may be complicated to follow alongside the outcome of the rent and service charge review. For this reason, we have kept the annual rent consultation letter as simple as possible and prepared this detailed leaflet for customers who would like further information. There are a number of short videos available on our website to help explain this information – just click on the one most appropriate for you and the services you receive.

If you have any questions or need help to understand this year’s proposal and what it means for you, please drop us an email to the Rent Consultation inbox at RConsultation@trustha.org.uk or contact your Customer Partner. We are here to help. We have also prepared a list of frequently asked questions at the end of this leaflet.

Outcome of the Rent & Service Charge Review

Thank you to all customers who took part in the consultation regarding a new Trust rent and service charge structure. The proposals were backed by the majority of customers – of those who responded either “yes” or “no”, over 70% were in favour The feedback from the digital survey, customer engagement sessions and formal consultation was carefully reviewed and used to shape the final new structure, which was approved by the Trust Board in July 2025.

The key changes include:

• A single rent and service charge structure for all customers (combining 3 previous structures).

• Rent charges now reflect both the size and type of property, plus certain internal and external features such as extra bathrooms and gardens (previously only property size was reflected).

• On-site staff costs, grounds maintenance and communal cleaning costs have been separated from rent as separate, tiered, service charges for added visibility (previously part of rent).

• Tiered charges have been introduced for Heat with Rent based on size of property, resulting in reduced charges for studio and 1-bedroom properties and an increase for 2 and 3 bedroom properties (previously one single charge regardless of property size).

• Meals charge and communal cleaning costs now include the specific staff costs to deliver these services (previously included in rent).

• All charges have been reviewed and reduced or increased in line with actual costs.

The new structure is designed to provide a fair and transparent rent and service charge structure for all Trust customers, while ensuring the long-term financial stability of the organisation to be able to provide safe, secure and affordable homes now and long into the future.

The new Trust Rent & Service Charge structure is shown on the next page.

New Trust Rent & Service Charge Structure

Effective from 1st April 2026

What will change & when?

The new structure will apply from 1st April 2026, and existing customers will be gradually phased to the new charges over a number of years to help keep things affordable.

The Trust Board approved the proposed cap of £25 during the transition period. This means that if your charges are due to go up, your monthly charges will increase by no more than £25 each year until they reach the new level. This is in addition to the usual annual rent increase which takes account of inflation and other cost increases.

The impact of these changes on your charges and any transition adjustment is shown in your annual consultation letter.

If you have not received this, please contact your Customer Partner as soon as possible.

2026/27 Rent Consultation

As part of our commitment to continually improve our customer experience, we have listened to you to learn what is most important to you, your home and the services you receive. We are proposing a rent increase which is designed to deliver our primary purpose: to provide safe, secure and affordable homes for the long term Cost increases experienced in recent years have, unfortunately, become the new normal which we have all had to adjust to. Inflation remains above the Bank of England targets and Trust continues to see further increases in the cost to repair and maintain homes, energy, food, the Real Living Wage and insurances, additionally interest on loans remain high.

The following sections outline how your rent is spent and what we have been doing to support customers with affordability and essential living expenses over the last year.

We have then provided more detail on each element of your rent and service charges for you to understand what is covered within each charge, and finally our proposal for the 2026/27 charges and how you can respond to these proposals – we want to hear your views.

If you have any concerns about being able to pay your rent, please contact your dedicated Customer Partner, as soon as possible. They can help you access our in-house Welfare Benefits team and the customer hardship fund. We are here to help.

How We Have Supported Customers

We know the financial strain on households remains significant, and the cost-of-living crisis continues to be a worrying time for everyone. Trust has continued to support customers during these challenging times through our Cost-of-Living response, which last year delivered the following for our customers:

Trust Hardship Fund

£70,000

We provided £70,000 to help customers struggling with rent or essential household costs.

Maintained 3 Welfare

Benefit Partners

£3.9m Entitlement Secured

We maintained a team of 3 people who helped customers secure an additional £3.9m of benefit entitlement in 2024/25.

Arran Energy Efficiency

Retrofit Works

We completed the installation of air source heat pumps, solar panels, battery storage and upgraded insulation in 252 homes on the Isle of Arran. Similar improvements are now underway in over 200 homes on the mainland.

Connected Response

Smart Controls

We have continued to fit smart heating controls in properties at all Later Living developments with electric storage heating, which will reduced both overall energy consumption and bills by up to 40%.

How Your Rent is Spent for every £1

As a not-for-profit organisation, delivering value for money is always our key priority. We constantly strive to deliver more for less and every penny of your rent is carefully accounted for.

Keeping you safe & secure

In addition to spending £7million on routine repairs and maintenance each year, we also carry out important safety checks to your home to keep you and your family members safe. In 2025/26, we will have carried out:

• 100% Gas Safety Certificate renewals;

• c. 1,200 electrically system safety tests;

• 90 new fuse boxes & electrical upgrades;

• nearly £70k on repairing and servicing lifts;

• over £370k on water hygiene works to prevent Legionella.

Knowledgeable & experienced employees

Including your dedicated Customer Partner and in-house Welfare Benefits Team

Fund improvements to your home

In the last year, this included:

• 345 homes fitted with smart heating controls;

• 252 homes upgraded with new heating systems and insulation;

• 119 homes benefited from smart, energy-efficient lighting in shared areas;

• 93 homes had new windows and doors installed;

• 64 new kitchens fitted;

• 58 new bathrooms installed;

• 175 homes benefited from medical adaptations.

Interest costs

Interest on borrowing to fund investment in existing homes and building new social homes for future generations.

Business Support services

Including our offices, IT systems and governance costs.

Insurance

To protect our buildings and wider organisation.

Our Proposal

Rent

Under the new rent and service charge structure, your rent is calculated based on the type of housing you live in (general needs or later living with shared spaces), the size and type of your property (flat or house/bungalow) and certain features such as a private garden or an additional bathroom.

Your rent charge covers the following costs:

• day to day property repairs and safety checks;

• access to our 24/7 repairs helpline;

• your dedicated Customer Partner;

• help from our Welfare Benefits Team;

• administration and office costs;

• buildings insurance;

• long-term investment in homes;

• the cost of empty homes and unpaid rent;

• (for later living homes only): repairs, maintenance and investment in communal areas (for example lifts, laundry, lounges and dining areas).

We propose to increase rent by 4% from 1st April 2026.

This is an inflationary increase which allows us to meet the basic running costs of the business, such as the increased cost of property repairs and maintenance, insurance and interest on loans.

The proposed new monthly rent charges for 2026/27 are shown below:

Service Charges

Service charges cover extra services not included in your rent. You’ll only pay for the services you receive. On the following pages we have provided more information on what’s included in each of the service charges and the 2026/27 annual increase proposed.

On-site Staff

Our Proposal (Continued)

On-site Staff Charge (applies to Later Living developments only)

This charge covers the cost of on-site staff at Later Living developments who support your housing needs. They provide access to important services, friendly welfare checks and regular building checks to look after your safety.

On-site staff costs were previously included in your rent, however, are now split out as a separate service charge for added visibility.

There are two flat-rate charges based on your Later Living service type. Actual staffing costs have been reviewed for each development and split into two flat-rate charges based on Later Living service type. The higher charge for Supported and Later Living/Housing with Care development reflects the increased staff presence at these developments, to ensure customers receive the housing management support they need.

Trust is proud to be a Platinum Investors in People organisation and a Fair Work First employer. We pay at least the Real Living Wage because we believe that wellsupported employees provide the best service to you.

We are proposing a 4% increase in the on-site staff charge.

Real Living Wage will increase by 6.7% from 1st April, however we will aim to make savings in other non-staff costs to absorb some of this increase, minimising the impact on your charges.

Meals Service

(provided at some Later Living developments only)

The meals service offers freshly prepared, nutritious meals with your health in mind and tailored to your dietary requirements. All meals are cooked on-site and served twice daily, 365 days per year, in our comfortable shared dining spaces designed to support your well-being and promote social connection.

For full visibility, the meals service charge now covers the full cost of:

• food and ingredients;

• on-site meals service staff costs;

• kitchen equipment and supplies;

• commercial kitchen investment costs.

The previous charge covered the cost of food, ingredients and part of the staffing cost only.

We are proposing a 5% increase in the meals service charge.

We expect food inflation to continue to run over 5% and staffing costs to deliver the meal service will increase by 6.7%, due to the increase in Real Living Wage from 1st April, however we will aim to make savings through our procurement exercises to absorb some of these cost increases, minimising the impact on your charges.

We are about to start a full review of our food procurement, any savings generated will be passed directly to customers in future years.

Our Proposal (Continued)

Energy Charges: Heat with Rent & Communal Energy

Trust provides heating and hot water to around 2,000 homes under our Heat with Rent scheme. Currently the Heat with Rent charge is a flat rate charge regardless of the size of property, under the new rent and service charge structure and based on customer feedback around fairness, we have introduced tiered charges based on the number of bedrooms in your home.

The Communal Energy charge, covers the cost of lighting and heating of communal areas, these charges have always been tiered from a minimal charges for lighting in shared entrance ways through to full charge for later living developments with full communal facilities.

We propose to freeze both Heat with Rent & Communal Energy charges at the new tiered charges.

As reported in the media, energy costs are unfortunately set to rise again, with the energy price cap increasing by 2% from October 2025. We continue to work hard to reduce unnecessary energy use and implement energy saving measures such as smart heating and lighting controls. We also purchase our energy at the best possible price through bulk buying via public sector frameworks.

These initiatives have allowed us to propose a freeze to the Heat with Rent and Communal Energy charges at the new tiered charges, therefore protecting you from the increase affecting other UK households.

Based on energy cost forecasts for 2026/27 we expect the deficit on the Heat with Rent and Communal Energy scheme to be cleared within the next 12 months.

Heat with Rent (where available)

This charge generally covers heating and hot water in individual homes. The new tiered heating charge is based on the number of bedrooms a property has. There is a 50% reduction for customers who pay for their own hot water.

We are proposing Heat with Rent charges are frozen at the new tiered charges.

1The current Heat with Rent and Communal Energy charges for former Methodist Homes and Wishaw & District Housing Association customers vary.

Our Proposal (Continued)

Communal Energy

This charge covers lighting and (where applicable) heating in shared areas i.e. shared entrances including lighting in car parks and other outdoor areas, stairwells, lounges and dining areas, corridors, lifts and commercial kitchens. Charges are tiered based on the facilities provided at the location.

We are proposing Communal Energy charges are frozen at the new tiered charges.

1The current Heat with Rent and Communal Energy charges for former Methodist Homes and Wishaw & District Housing Association customers vary.

Management of Energy Costs

Energy costs are pooled across all developments. We use estimated prices from our energy suppliers to set the charges. The income and costs are ring fenced and held separately. If energy income is more than the actual cost of energy, customers will benefit from this in future years. Alternatively, if energy income is less than the actual cost, future years charges may need to be higher to recover any loss.

As previously communicated, energy costs have been higher than we all would have liked since the peak of the energy crisis in 2022. Rather than pass on the full cost increases to our customers, we have been subsidising energy charges to keep them more affordable for customers. This has resulted in the energy account running at a loss for the last few years.

In the meantime, we have continued to roll out various energy saving initiatives aimed at reducing both the amount and cost of energy we use by:

• installing new smart controls at our electric storage heating developments which makes the existing heating system more efficient;

• installing new energy efficient lighting and movement sensors in communal areas;

• monitoring of communal area temperatures to reduce overheating and wasted energy;

• buying our energy through a public sector framework which ensures bulk buying discounts and fixed prices.

Assuming energy prices remain stable and the energy saving initiatives continue to deliver, we expect the current loss on the energy account to be cleared within the next 12 months. At which point, we would expect to be able to pass any pricing or consumption savings onto customers.

Our Proposal (Continued)

Grounds Maintenance

The Grounds Maintenance charge covers the upkeep of your shared outdoor areas, including winter gritting where provided. There are three levels of charges. We have reviewed the cost of providing this service at your development or area and divided it by the number of properties there to determine the closest charge.

Grounds maintenance was previously included in your rent, however, is now split out as a separate service charge for visibility.3

We are proposing a 4% increase in the grounds maintenance charge.

The 4% increase proposed is in line with the increase we expect to receive from our grounds maintenance contractors for 2026/27.

3Grounds maintenance is currently included in service charges for former Wishaw & District Housing Association Customers.

Communal Cleaning

This charge covers the cleaning of all shared spaces by employee teams or external contractors, as well as cleaning materials and equipment.

Cleaning of shared spaces was previously included in your rent, however, is now split out as a separate service charge to make it clearer.

Cleaning costs have been pooled across all properties and developments, and charges tiered based on the shared spaces which are cleaned. There is an additional charge for window cleaning where provided.

We are proposing a 4% increase in the cleaning charge.

Real Living Wage will increase by 6.7% from 1st April, however we will aim to make savings in material and equipment costs to absorb some of this increase, minimising the impact on your charges.

Summary of Our Proposal

To summarise we are proposing the following increases for 2026/27:

Customer Affordability

Under the triple lock, the state pension is expected to increase by 4.7% from 1st April 2026. In addition, for customers in receipt of housing benefit or universal credit, your benefits would be expected to cover any increase in your new charges, with the exception of Heat with Rent which is not eligible for benefits.

If you are concerned about being able to pay your rent or manage your household budget, please contact your Customer Partner, who is there to help. They can help you access our in-house Welfare Benefits Team and the Customer Hardship Fund.

We use the Scottish Federation of Housing Association (SFHA)’s independent Rent Setting Tool to check the affordability of our general need rents. The new rent and service charges proposed fall within the SFHA’s guidance of affordable rents.

The proposed rent increase will enable Trust to continue to provide our in-house Welfare Benefits Team who helped customers secure a combined £3.9m in new benefits applications in 2024/25, the team can help you ensure you are claiming all you are entitled to. In addition, through procurement exercises, we have secured contributions from our suppliers to continue to fund the Customer Hardship Fund of £85,000, which is available to help customers most in need.

Details of additional financial support can be found below:

Trust Cost-of-Living Page

A list of all our funding, help and advice available to you: trustha.org.uk/your-home-services/cost-of-living

Citizens Advice Scotland Money Map

Useful information to help ease the cost of daily living: moneymap.scot

Home Energy Scotland

Financial Support, emergency advice, debt & welfare support, use of their Funding Finder: homeenergyscotland.org/financial-support-during-difficult-times

Scottish Government Cost-of-Living Crisis Website

Useful information, advice and urgent help: costofliving.campaign.gov.scot

entitledto

Free online tool to help check what benefits or financial support you might be eligible for: entitledto.co.uk

What Happens Next?

We want to hear your views on these proposed increases. Please remember to complete the return form available for Wishaw customers here, and for all other Trust customers here*, no later than Friday 19th December 2025.

The Trust Board will then meet in February 2026 to carefully review the feedback from customers before making a final decision on the new charges. We will write to you before the 1st March 2026, with the outcome of this decision and confirm what your charges for 2026/27 will be.

We have provided space on the return form for you to let us know if you think we may have any details incorrect for your property which has been used to calculate your new rent and service charges. This information will be verified and updated in our Housing Management system as required before we notify you of the final new charges for 2026/27.

We appreciate this is a complex matter, if you have any questions or need help to understand this proposal and what it means for you, please drop us an email to the Rent Consultation inbox at RConsultation@trustha.org.uk or contact your Customer Partner. We are here to help.

We have also prepared a list of frequently asked questions on the next page.

*If you would like this document in print, please call us on 0131 444 1200 to arrange a form to be sent to you by post.

Frequently Asked Questions

What are my new charges?

Are rent and service charges still eligible for benefits?

Generally, rent and service charges are eligible for housing benefit and universal credit. If you are currently in receipt of benefits, we expect they will increase to cover the impact of both the new rent and service charge structure and the proposed increase for 2026/27. The exception being Heat with Rent which is not eligible for benefits.

What support is available if I am struggling to pay my rent?

We are here to help. If you’re worried about paying your rent or managing your household budget, please speak to your Customer Partner as soon as possible. Our Welfare Benefits Team can also help make sure you’re receiving all the support you’re entitled to.

Trust also offers a Customer Hardship Fund for those most in need, supported by contributions from our suppliers.

Why are my charges increasing by more than the usual annual rent increase?

From 1st April 2026, how we set your rent and service charges will change. If this results in an increase in your charges, this will be gradually phased in each year – on top of the usual annual rent increase – until your charges align with the new structure. To help manage this, the Trust Board approved the proposed monthly cap of £25 during the transition

Why is it important for me to respond?

Your feedback genuinely matters to us. It’s your chance to influence decisions about your rent, your home and your community. Even if we can’t act of every suggestion, your feedback helps us understand what matters most to our customers and that shapes our priorities.

Who should I contact if I have any questions?

We appreciate this is a complex matter, if you have any questions or need help to understand your new charges or the proposal for 2026/27 and what it means for you, please drop us an email to the rent consultation inbox at RConsultation@trustha.org.uk or contact your Customer Partner whose details can be found on your annual rent consultation letter.

Trust Housing Association Ltd

12 New Mart Road Edinburgh, EH14 1RL

Tel: 0131 444 1200

Fax: 0131 444 4949

Email: info@trustha.org.uk

Website: www.trustha.org.uk