A Warm Hello (and Goodbye!)
From Our CEO
Hello and a very warm welcome to our Autumn edition of Trust Talk which as always is packed full of updates to keep you informed of the important work we continue to do at Trust.
It is with some sadness that I am writing to let you know that I have decided to retire from my role as Trust’s Chief Executive as of the end of March 2026.
I have had over ten wonderful years as Trust’s CEO. I have had the opportunity to get to know customers and colleagues across the length and breadth of Scotland. It has been a
pleasure and a privilege to lead Trust through a fundamental stage of our growth and success. Most of all I have valued the very spirit and ethos of Trust. Our culture and values are the shining crown of all that we are and all that we do, where colleagues regularly go the extra mile to be there for our customers, for each other and for the wider organisation itself.
The Board have begun the recruitment process to find a new Chief Executive for Trust. In the meantime I will do all that I can to ensure a smooth leadership transition and will be continuing to drive the organisation forward, ensuring we deliver excellent
results this year and leading on the development of Trust’s new five-year strategy.
The priority however, has been and remains, to do all that we can to support our customers in the face of ongoing challenges and I am pleased to highlight a few of the ways we do that below:
• The Hardship Fund Trust have a Hardship Fund which can be accessed by anyone who may be struggling to keep up with rent payments or who may be having trouble buying essential household items. In 2024/25 the hardship fund was an impressive £70k which was allocated in full throughout the course of the year to customers from a wide geographical spread and who live in different types of homes. This current year we also have a Hardship Fund of £70k.
• Welfare Benefits Team
We also have the wonderful Welfare Benefits Team who continue to support customers by helping them to identify and claim benefits that they may be entitled to. For a team of three people, they do fantastic work and in 2024/25 the total financial gain for customers, was a huge £4m.
• Community Benefits
More recently we have started to focus strongly on what we refer to as community benefits. In working with our major contractors, they are able to commit to making financial
contributions to our hardship fund, or by benefiting customers in other ways. Through this route we have secured, for the future, £127k in financial contributions to our Hardship Fund and a further £1.5k in supermarket vouchers for customers in our Later Living developments.
If you wish to find out more about any of the initiatives highlighted above, please reach out to your Customer Partner who would be able to help (see pg. 26-28).
I hope you enjoy this new edition of Trust Talk.
With very best wishes,
Rhona McLeod Chief Executive
Annual General Meeting
In September, we held our Annual General Meeting virtually and connected with a number of Members who joined us on the video call. We presented the annual accounts, appointed external auditors, and elected Members to the Trust Board, including three new Board Members who bring a wealth of skills and experience. To learn more about the Board, please visit the ‘Our People’ section on our website.
We also received several interesting pre-submitted questions from Members who couldn’t attend. If you’d like to watch the AGM, please visit: trustha.org.uk/about-us/governance
Interested in becoming a member? Visit: trustha.org.uk/get-involved/membership
Trust’s Annual Assurance Statement
Each year, all social landlords must complete a self-assessment exercise and declare to the Scottish Housing Regulator that they have met the Regulatory Standards of Governance and Financial Management.
The focus on self-assessment is to provide assurance that governance arrangements are effective and appropriate for the organisation, and most importantly that the organisation is compliant. The landlord must then issue an Annual Assurance Statement.
This year, the Regulator also sought special assurance from landlords around ‘Tenant Safety’.
Through the self-assessment process and evidence bank which has been collated, the Board was provided with a strong level of assurance and concluded that Trust fully meets the regulatory standards of governance and financial management, as well as meeting all duties in relation to tenant safety. This latter point covers topics like gas, electrical, fire, water and lift safety, as well as our obligations relating to asbestos, damp and mould.
The Board are confident that despite the current economic environment, there are measures and contingency planning in place to ensure we are able to continue to meet our responsibilities to our tenants, service users, regulators and funders.
The evidence which supports our Assurance Statement includes:
• Key performance reporting in areas including finance, asset management, development, tenant and resident safety, risk, customer service, quality assurance and legal/regulatory compliance
• Internal and external audits reports
• Customer Panel scrutiny reports and contributions from our new Customer Representative Group
• Benchmarking data
• Reports and advice from senior team and external advisors
• Strategy documentation and policies
The full details of our Annual Assurance Statement can be found on our website: trustha.org.uk/about-us/howwere-performing
Assets Update
RTS Meters Important Update:
Act Now to Avoid Disruption
If your home still has an RTS (Radio Teleswitch) meter, now is the time to make the switch to a Smart Meter.
Why does this matter?
The RTS System is being switched off soon. Once that happens, RTS meters may stop working property. This could mean:
• problems with your heating and hot water switching on at the right times;
• losing access to off peak or cheaper night-time electricity rates;
• getting estimated bills instead of accurate ones.
A smart meter fixes all of these issues. It automatically sends your readings to your supplier, so you only pay for what you actually use.
What’s in it for you?
• Accurate bills – no more estimates
• Better control over your energy use
• Access to modern tariffs that could save you money
• Peace of mind that your heating and hot water won’t be disrupted
Why Trust cares too
Under the new government guidelines (called SAP 10), Energy Performance Certificates (EPCs) are now calculated differently. If a property still has an RTS meter, the Energy Efficiency Assessment may not give accurate results. This makes it harder for us to correctly identify homes that fall short of the Energy Standard for Scottish Housing 2 (EESSH2).
We could see an increase in repair or fault reports from customers, even though the root cause would be the outdated meter rather than an actual defect. Here’s why:
• Heating and hot water issues –RTS meters often control storage heaters or electric heating systems by switching them on during peak hours. Once the Teleswitch service is shut off, heaters may not charge property overnight, leading you to report “broken heating” or “hot water not working”
• Timing faults – without the Teleswitch, systems may switch on at the wrong times, (e.g. heaters
coming on during the day instead of overnight) which you could interpret as a fault
• Knock on effect for us –Each of these reports would create unnecessary call outs, administrative costs, and frustration for tenants and staff, until the
Leaving RTS meters in place is very likely to increase avoidable repair requests, even though they’re not true property repairs, subsequently, these costs may be recharged to you.
By arranging your Smart meter upgrade, you’re not only protecting yourself from potential energy problems – you’re also helping us to keep the property up to standard.
Heat with Rent customer?
If you pay a monthly ‘Heat with Rent’ charge to Trust then our electricity supplier ‘EDF Energy’ will be in touch with affected customers to arrange a free upgrade appointment. These customers will have received a letter from Trust in advance with further information.
What you need to do next
Contact your energy supplier today to request a free smart meter upgrade, this makes sure you stay on the right tariff, with reliable billing and no risk of disruption.
New Contractor: Routine Electrical Inspections
We’re pleased to announce EGG Lighting as our new contractor for routine electrical inspections across our properties. Their appointment supports our commitment to maintaining safe, well-managed homes for all.
What to expect
EGG Lighting will carry out inspections required by law every 5 years. If your property is due, you’ll receive an appointment letter about 10 working days in advance. You can reschedule if needed, and updates may be sent via text. Operatives will wear branded
uniforms, arrive in marked vehicles, and carry photo ID. These inspections are vital for identifying electrical risks early and ensuring your home remains safe and compliant.
Inspections take up to 2 hours and include checks of sockets, lights, wiring, and fusebox. Power will be temporarily shut off. Issues may be fixed immediately or scheduled within 28 days. You can request a copy of the inspection report, and we’re working to make these available via the MyTrust portal. Please allow access or contact EGG Lighting to rearrange if needed.
Why it matters
These checks help prevent electrical shocks and fires. They are a legal requirement and a vital part of our safety strategy. Your cooperation helps us keep everyone safe and ensures we meet our legal obligations as a landlord.
About EGG Lighting
Based in Glasgow, EGG Lighting is an award-winning, NICEIC-approved contractor known for sustainable practices and high standards in residential electrical services. Their team is friendly and professional, with a strong focus on safety, efficiency, and clear communication throughout the inspection process.
Keep Corridors & Stairways Clear: A Fire Safety Reminder
Your safety is our top priority. Blocked corridors, stairways, and under-stair storage create serious risks in an emergency.
Why it’s important
1. Escape routes must be clear: in the event of a fire, every second counts. Obstacles like scooters, bikes, or furniture can slow you down or prevent safe evacuation.
2. Increased fire hazards: items stored under stairs or in hallways can fuel a fire and make smoke and flames spread faster.
3. Obstruction for emergency responders: fire-fighters need clear access to evacuate residents safely.
Safe practices for everyone
• Keep corridors, hallways, and staircases completely clear of all items.
• Do not store scooters, bikes, prams, or furniture under stairs.
• Ensure all doors along escape routes open easily and are not blocked
• Report any blocked or unsafe areas to management immediately.
Remember!
Clear escape routes save lives. Always keep your home and communal areas free from obstructions.
Fire Safety System: New Contractors on Site
We’re pleased to let you know that we’ve appointed VWS Ltd as our new contractor to take care of the fire safety systems in our buildings. You may see them around carrying out regular maintenance and essential repairs.
Most of this work will take place in the communal areas (such as hallways and shared spaces).
However, in some cases, VWS will also need to come into your home. This will only happen if your property has fire safety equipment that is linked to the main fire alarm panel, such as:
• landlord-installed smoke or heat detectors;
• vibrating pillows for residents with hearing impairments;
• flashing beacons or strobes.
Why this matters
These devices are a vital part of the fire safety system that helps protect you, your neighbours, and the whole building. To ensure they are working properly, VWS must service them every six months.
What we need from you
• If your home has one of these devices, you will receive a letter in advance with details of the scheduled visit.
• It is very important that you allow access so VWS can complete the checks. This ensures the equipment continues to work correctly and keeps you safe.
We really appreciate your cooperation. By giving access, you’re helping us make sure the fire safety system works for everyone.
Reporting Rat or Pest Problems
We’ve recently received calls regarding sightings of rats in and around some Trust properties. Understandably, this can be distressing, and we want to ensure everyone knows exactly what to do if they encounter a pest issue.
While we work hard to maintain high standards across all our properties, it’s important to clarify that pest control and environmental health matters are the responsibility of your local council, not Trust directly.
What you should do
If you notice signs of rats or other pests such as droppings, gnawed materials, nests, or unusual noises- please contact your Local Council’s Environmental Health team immediately. They are trained and equipped to assess the situation and take appropriate action. Most councils offer pest control services, and you can find contact details on their official websites under the “Environmental Health” or “Pest Control” sections.
Prompt reporting is essential.
Rats and other pests can pose serious health risks, damage property, and spread quickly if left unchecked.
Why we don’t handle pest control
We understand that it might seem logical to report pest issues to us directly, however, local councils are the designated authority for environmental health and pest control. They have the legal mandate, specialist teams, and resources to manage infestations safely and effectively.
Trust focuses on property management,
repairs, and customer support- but pest control falls outside our remit. Referring customers to the council ensures that the right professionals are involved and that issues are resolved in line with local regulations.
Possible charges
Please be aware that some councils may charge a fee for pest control call-outs or treatments. These charges vary depending on your local authority’s policies, the type of pest, and the severity of the infestation. We recommend checking your council’s website or contacting them directly to understand any potential costs before booking a service.
Further information
To check whether your local authority has a pest control service, please visit our website trustha.org.uk and search ‘dealing with pests’.
Safety First: Charging Vehicles the Right Way
With more tenants choosing electric vehicles (EVs), e-bikes, and e-scooters it’s important to highlight a serious safety concern: charging from a normal 3-pin socket is not safe.
Why a normal socket isn’t suitable
• Overheating risk: standard sockets aren’t built for the high, continuous power that vehicle charging needs. They can overheat and, in the worst cases, cause fires.
• Electrical overload: extension lead and adaptors make the danger even greater.
• Blocked escape routes: charging vehicles or batteries in hallways and stairwells creates hazards in the event of a fire.
How to charge safely
• Use a dedicated EV charging point installed by a qualified electrician.
• Never charge a vehicle from an extension lead or multi-socket adaptor.
• Avoid charging indoors or overnight when the equipment is unattended.
• Keep charging equipment and batteries away from communal areas and exits.
A reminder for all customers
If you are considering installing an EV charger at your property, you must contact us for permission first.
We will provide an Alterations Form along with our Electrical Vehicle Home Charger Installation Leaflet.
Only once you have received approval from Trust, you should proceed with installation arrangements.
Please remember: vehicle charging from a normal socket is not permitted.
Electric Scooters & Lithium Batteries:
What You Need to Know
Electric scooters can enhance your independence, but only if you follow a few key rules to keep yourself and your neighbours safe.
Get permission first
Before buying a scooter, you must apply for written permission. Contact your Customer Partner or Trust directly (0131 444 1200, info@trustha.org.uk)
Storage and charging must be in your home or a designated area and never in communal spaces. Please note: class 3 (outdoor) scooters aren’t allowed in our properties and permission will not be granted to have one on any of our sites.
Safety & insurance
Trust will assess risks before granting permission. You’ll need to sign an agreement to use and store your scooter safely, maintain insurance (Third Party, Accidental Damage,
insurance, no scooter- simple as that.
Using your scooter
Scooters are for outdoor use. Indoor use is only allowed in special cases and always with extra care. Permission can be withdrawn if risks arise or conditions aren’t met.
Lithium battery smarts
Lithium batteries power your scooter, but they can be a fire risk if misused. Always use the correct charger, never charge on escape routes or while sleeping, and don’t use damaged batteries. Keep batteries away from heat, cold, and water, and recycle them properly—never put them in the bin. By following these steps, you’ll enjoy the freedom of your scooter while keeping your home and community safe.
Questions or ready to apply? Contact us via the information on the back of this magazine.
Good News Stories: Unlikely Neigh-bours
“We had some unusual visitors at our development during the summer: two miniature ponies called Willow and Sparkles. Customers were able to brush and pet the ponies. Both customers and colleagues loved having them visit.
We’re so grateful to the late Thomas Allan for his family’s generous donation to Whitelaw. This allowed us to let the customers enjoy this wonderful experience.”
Lynne Winski, Supported Housing Coordinator Whitelaw Court, Dunfermline
Spotlight On: East Kirk Court
East Kirk Court is located in Regent Street in the heart of Greenock, benefiting from a central location. Greenock itself has many great landmarks including the harbour, Victoria Tower and Customs House. The development offers beautiful views overlooking the Firth of Clyde.
The well-equipped town centre is accessible by foot or by bus, offering excellent onward travel via rail links to Gourock and Glasgow, with a frequent ferry service to Dunoon.
VIEW ONTO THE FIRTH OF CLYDE FROM THE DEVELOPMENT
East Kirk Court comprises 29 onebedroom flats & 2 two-bedroom flats, spread over three floors with a lift for accessibility. Each flat has fitted kitchen cabinets with space for white goods (customer’s own) and a shower wet room.
The bright and comfortable communal lounge is ideal for meeting with neighbours, welcoming visitors, and a place to gather together for social events.
The development has a guest bedroom available to visiting family members and friends and laundry area with washing and drying facilities.
Wi-Fi is available throughout the development for residents and visitors.
Community Living
Greenock boasts several well-equipped leisure centres, such as the Waterfront Leisure Complex, which offers tailored fitness classes and swimming sessions designed with older adults in mind.
There are also weekly social activities at the development, such as breakfast clubs, bingo nights, and afternoon teas, hosted by our warm and welcoming colleagues.
At Trust, you can also choose to be as involved or independent as you likeconnecting with other tenants in the lounge or relaxing and exploring the local area in your own space and time.
Local Services & Amenities
From scenic coastal walks along the Esplanade to lively events at the Beacon Arts Centre, eateries and a shopping centre, there’s something for everyone to enjoy. The town also hosts regular farmers’ markets, offering fresh local produce and a chance to support regional artisans.
For those interested in history and culture, the Watt Institution provides engaging exhibitions and workshops.
If that wasn’t enough, the extensive travel options mean exciting days out are always just in reach.
Want to Find Out More?
Visit www.trustha.org.uk and search: ‘East Kirk Court’.
Milestones to Remember
Top left: Mrs Muldoon celebrated her 100th birthday in Wishaw, where the coffee morning ladies hosted a beautiful event with a generous spread. Her family also organised a party at Houldsworth Bowling Club, attended by many customers, where she received a card from the King presented by the Provost and Lord Lieutenant’s representative.
Bottom left: Mrs Ella Benson celebrated her 105th birthday, marking over four decades at Manse Court! Surrounded by family and friends, Ella enjoyed a wonderful day and is pictured with a beautiful bouquet from Trust in honour of her milestone.
Bottom right: congratulations to our Thornliebank customer who celebrated 30 years of living at Trust!
& Fundraising Flourishes
Top right & bottom left: colleagues and customers across Trust hosted several spectacular fundraising events for CHAS, including this one at our Dunfermline development, raising a fantastic £1,350.37! Led by tenant Dawn Armstrong, with support from dedicated staff (many volunteering their day off) and mobile coordinator Stuart Boyd, the day brimmed with community spirit and homemade treats like banana loaves and Dubai chocolate barsdelicious!
Bottom right: Terry and John presented a £140 cheque to Lauder Primary School, raised by the tenants’ organisation through a summer holiday coffee morning raffle.
A big well done to all involved!
Outcome of the Rent & Service Charge Review
Our appreciation & outcomes
We would like to take this opportunity to thank all of our customers who took part in the consultation regarding the proposed changes to the Trust’s rent and service charge structure. Your feedback was invaluable, and of those who responded either “yes” or “no”, over 70% were in favourshowing strong support for the proposals.
This level of support highlights the importance of customer input in shaping decisions that affect our communities.
The review process
Insights from the formal consultation, digital survey, and customer engagement sessions were carefully reviewed and used to shape the final structure. This updated rent and service charge model was approved by the Trust Board in July 2025.
Next steps
We will write to all customers in November, alongside the Annual Rent Consultation, to explain what these changes mean for your charges from 1st April 2026. Our aim is to ensure everyone understands how the new structure will be applied.
Energy Welfare Benefits Information
The Warm Home Discount
The Warm Home Discount is a government scheme that gives eligible households £150 towards their energy costs every year. It’s available to millions of households in the UK.
Payments are made on a first-come, first-served basis, with a limited pot of cash to give out, so you need to apply as soon as possible each year to ensure you don’t miss out. Some suppliers are now open for applications, so go quick if you think you’re eligible.
Who is eligible?
Two groups are eligible:
1. Core group: if you get the guarantee element of Pension Credit and your name is on the electricity bill by 24 August 2025, you’ll get the payment automatically. Expect a letter Oct–Dec. Call 0800 030 9322 by 27 Feb 2026 if needed.
2. Broader group: if you receive benefits like Housing Benefit, ESA, JSA, Income Support, Pension Credit, or Universal Credit, you must apply. Check with your supplier for additional criteria.
You may also qualify for Winter Fuel Payment and cold weather payments.
Add on: The Winter Heating Payment
This replaces the previously named Cold Weather Payments. All eligible households get £59.75 annually. You must receive a qualifying benefit during 3–9 Nov 2025, and payments are made in Dec–Jan to your usual benefit account. No action needed, this is paid automatically.
Extra support & tips
If you’re unsure about your eligibility or how to apply, many local councils and community organisations offer free energy advice services. These can help you navigate applications, check your benefit status, and even assist with switching suppliers for better rates.
Good News Stories
Hunthill Road Gets a Fresh Look
Improvement works have recently been completed at our development in High Blantyre, thanks to the efforts of Murray Landscapes. The enhancements focused on upgrading the grounds, creating a more welcoming and vibrant outdoor space for customers.
Local Siblings Bring Forgotten Tale Back to Life
Customers of Germiston Crescent in East Kilbride recently celebrated a special book signing with author Barrie Baker and illustrator Susan Bell, siblings behind the new children’s book, Down the Forest Way.
The story invites readers into a woodland world where animals prepare for the grand Woodland Dance, and friendships bloom.
The book began as a poem Barrie wrote some 50 years ago, once paired with Susan’s early sketches. Lost over time, it was rediscovered in 2022 in a box of old theatre memorabilia, sparking their creative reunion.
Barrie, a Glasgow native now in East Kilbride, has worked across diverse fields and continues to write despite living with disability. Susan, based in Crail, has a background in theatre and journalism, and her illustrations bring the story to life.
Down the Forest Way has grown from a forgotten family treasure into a beloved children’s book, blending Barrie’s warm storytelling with Susan’s charming artwork.
Your Customer Partner: Here for You, Every Step of the Way
At Trust, the relationship between you and your Customer Partner is at the heart of everything we do. Supported by a team of skilled colleagues, our Partners are empowered to ensure you receive the highest level of service, tailored to your needs and delivered with care.
Who is your Customer Partner?
Every Trust customer is assigned a dedicated Customer Partner (previously known as a Housing Officer or Service Manager).
Your Partner is your go-to contact for anything related to your tenancy.
Whether it’s help with paying rent, managing arrears, resolving complaints, tackling anti-social behaviour, or addressing property or neighbour concerns, your Partner is here to support you.
Specialist support behind the scenes
Our Customer Partners don’t work alone. They’re backed by a network of specialists in care and support, asset management, finance, HR, technology, and service improvement- ensuring you benefit from a wide range of expertise.
Two key roles that work closely with our Customer Partners include:
• Care & Support Partners: supporting customers who receive care and support services.
• Reactive Repairs & Maintenance Inspectors: making sure your home stays safe, secure, and well maintained.
Staying connected
Customer Partners aim to visit every customer at least once a year to check
in, offer advice, and ensure your home and surroundings are in good condition. But you don’t need to wait for a scheduled visit- your Partner is always just a call or email away.
If you have their direct contact details, feel free to reach out anytime. If not, our Customer Solutions Team is ready to help, just call 0131 444 1200 or email info@trustha.org.uk and they’ll not only be able to provide you with their details, but can connect you or arrange a callback.
Alternatively, if you already know who your Customer or Care & Support Partner is, head to the next page to find their contact details.
Already know who your Customer or Care & Support Partner is? You can find their contact details below:
How to Spot Urgent Messages From Us
When something urgent happens- like a emergency call system going down or staff being unavailable- we’ll send a text or email to let you know quickly. You’ll see:
Texts from: Trust HA
Emails from: feedback@comms.trustha.org.uk
Even if you haven’t chosen this as your preferred way to hear from us, it’s the fastest way to share emergency updates. If we have your mobile number or e-mail on file, we’ll stick to your
How to Stay Safe With
We want you to feel confident when you
receive a message from us. Here are a few tips:
• Trust the sender: if it’s from Trust HA or feedback@comms.trustha. org.uk, it’s safe.
• No personal info: we’ll never ask for your bank details, passwords, or other private information.
• Ask if unsure: if you’re ever unsure about a message, contact your Customer Partner or local Trust colleague.
Help Us Help You
If you have a mobile phone or email address but haven’t shared it with us yet, please consider doing so. It helps us keep you informed when it matters most.
Your Voice Matters: Could You Be Our Next Customer Representative?
At Trust, we know that our customers’ experiences and insights are essential to shaping better services. By joining the Customer Representatives Group (CRG), you’ll help influence decisions, drive improvements, and ensure our services truly reflect what matters to you.
Why join?
1. Shape the future Work collaboratively with Trust staff to review and improve services, ensuring they meet the highest standards for all customers.
2. Your experience matters Your feedback is valued and actioned, helping us deliver services that meet your needs.
3. Inclusive & supportive Membership is open to all Trust customers, reflecting our commitment to equality, diversity,
and inclusion. We provide support and accessible formats to overcome any barriers.
4. Develop skills Members receive training and mentoring, building confidence and new skills while making a meaningful contribution.
5. Flexible engagement
Meetings are held every six weeks, with options for in-person and online participation to suit your preferences.
How to join
We are actively looking for new members, so contact us at comms. engagement@trustha.org.uk to express your interest.
Together, we can create better homes, stronger communities, and services that work for everyone.
Useful Contact Details
General enquiries: 0131 444 1200 or info@trustha.org.uk
Wishaw customers general enquiries: 01698 377200
Out-of-hours emergency repairs
If you need an emergency repair when our offices are closed, call Bield Response 24 (BR24), pull your cord, or press your pendant.
What is an emergency repair?
• No heating, hot water or power
• Burning smell or exposed wires
• Smoke or carbon monoxide detector sounding continuously
• Burst pipes or blocked toilets
• Faulty lifts or fire panels
• Anything that may cause harm to you or your neighbours, or considerable damage to your home
Scottish Power Emergencies: 0330 1010 222
Transco Emergencies (Gas): 0800 111 999
Scottish Water Emergencies: 0800 077 8778
Police: Emergency 999 Non-Emergency 101