Trust

Customer Area
Your community

Designed especially for customers and their families, this section aims to provide additional information and answer particular queries about your home. Independent living is the key to the success of our developments, however staff are available to offer help and advice when required, ensuring peace of mind and removing any hassles especially if family are not close at hand.

Our aim is to provide a first class service, however, we recognise that there may be occasions when you’re not happy about something. We have a complaints process through which we deal with expressions of dissatisfaction, or instances in which there has been a service failure. We welcome the opportunity to address your complaints and encourage you to use our feedback form to make your concerns known to us. If you would prefer to do this over the phone or in writing then please get in touch.

You can also use our feedback form to make suggestions about what you would find useful on the website.

Participation

Customers across our developments have actively contributed to the creation of the lively communities enjoyed by our residents today. Social interaction and companionship is an important aspect of the Trust way of life and there are lots of tenant committees that proactively organise social gatherings for everyone to enjoy. 

We also encourage customers to get involved and provide feedback on how we deliver services and invite them to attend events from regional focus groups to our annual tenants' conference. 

It is vital that we listen to your feedback and understand what is important to our customers so that we continue to deliver an unrivalled service and provide quality homes.

If you would like to find out more about how you can get involved then please get in touch.

Guest Accommodation

Many of our developments offer quality, comfortable guest accommodation that has been created for the use of family members and customers.

The guest suites are well equipped and are available to all our customers offering individuals the chance to visit and explore other parts of Scotland at extremely competitive rates.

For bookings and enquiries just speak to your Development Coordinator or contact Head Office.

Feedback & Complaints

If you have a complaint or any other enquiry then please do not hesitate to get in touch. Our Complaints Handling Procedure is available here.

 

Emergency

We are here to help in whatever way we can. However, if you are unable to speak to a staff member at your development, or if you don’t live within a staffed development, here are some useful contact details in case of an emergency.

  • If you have an alarm pull cord you should use this in the first instance
  • Within office hours you can call 0131 444 1200
  • Our out of hours contact number is 07899 994 851

Some other useful numbers:

  • For problems with your mains water supply call Scottish Water on 0845 600 8855
  • If you smell gas, call Transco immediately on 0800 111 999

Repairs

Our aim is to offer safe and secure homes to all our customers and ensure the developments are maintained to an excellent standard. Keeping the properties in good condition is important and we offer a simple and efficient service that will carry out any repairs quickly and effectively without any hassle.

You can contact our Repairs Line on 0845 241 7792 Monday - Thursday 9am to 5 pm and Friday 9am to 3.45pm. Or email us at rteam@trustha.org.uk

You can also report a repair by speaking with a member of staff at your development, using the pull cord in your home or, if these options are not available and the repair is urgent, calling our emergency out of hours number 0345 604 4686.

Adaptations

We have designed our properties with your needs in mind. However changing personal circumstances can mean that to continue to live independently, you may need alterations carried out to your home.

These include:

  • Removing a bath and installing a walk-in shower
  • Additional handrails inside and outside your home
  • Ramps to improve access to your home

We are here to help, so contact us today to discuss your requirements.

 

 

The staff are excellent, they are helpful and cheery and they do a lot for all the tenants.