‘Ready, together’ strategy sets out the social housing and care provider’s readiness to “make every experience easier for its customers”. 

The organisation, which manages almost 4,000 homes across 23 Scottish local authority areas, stands ready to go further with technology, increase its reach and support within its communities, and build partnerships that have a direct impact on customers’ lives.

Trust’s previous strategy delivered transformational change and strong foundations to build on, giving it the confidence to go even further over the next five years.

‘Ready, together’ remains firmly focused on delivering the very best customer service, while renewing Trust’s commitment to investing in its existing homes, building new affordable and energy efficient homes and providing care and support to help people live well. 

Shaped by more than 1,500 customers and almost 200 colleagues, Trust’s new strategy is centred around three key pillars; 

• Customer Ready: Building on its investment in technology and data to make access to services as easy as possible, building personal relationships with customers so it can support them with the things that matter most.
• Impact Ready: Being more than a landlord, Trust wants to be a positive and growing presence in its communities, with homes that are warm and affordable, and support customers to live well. 
• Future Ready: The people who look after customers and their communities are what make Trust and it wants to help them learn and grow, giving them modern tools – ultimately making Trust a place where good people want to build a career.

The delivery of the strategy will be enabled by technology, data and the responsible use of AI, along with sustainable growth and collaboration with like-minded partners.

Welcoming the new strategy, Jackie McIntosh, Trust’s newly-appointed chief executive, said: “As we turn the page on a new chapter and strategy for Trust, we do so with confidence, building on our strengths and the progress we’ve made together.

“Our previous strategy delivered transformational change as we continued to invest in our capabilities and moved forward during challenging times.

“Our customers will always be our priority. Through ‘Ready, together’, we are renewing our commitment to being a housing provider of the future, embracing digital technology to provide the very best service and support to those who need it.

“Trust has firm ambitions to grow sustainably over the next five years. Building on our strong foundations, we want more individuals and families across Scotland to benefit from the security of a warm, safe and affordable home.”

Over the past year, the organisation has demonstrated its real-world impact by providing dedicated welfare support to tenants, offering crisis assistance and delivering major energy retrofit schemes to help lower household energy costs.

Expanding on how the strategy addresses broader sector challenges and strategic growth, Jackie McIntosh added: “Scotland is facing an unprecedented housing emergency, and housing associations must be part of the solution. ‘Ready, together’ positions Trust as an active, capable and agile partner. We aren’t resting on our strong foundations, we are building from them.

“Tackling the housing crisis requires collaborative action. Whether through developing new homes, acquisitions or joint innovation in digital care, we are actively seeking forward-thinking partnerships with local authorities, housebuilders and fellow housing providers who share our vision for sustainable growth.

“This strategy is about who we are as much as what we do. A huge amount of hard work has gone into shaping our future and my sincere thanks go to our dedicated colleagues and Board whose commitment makes this ambitious next step possible.”

The launch comes following the recent appointment of industry veteran David Knight as chair of Trust’s board, succeeding Dr Norval Bryson. 

Mr Knight added: “It is a privilege to step into the role of chair at such a pivotal moment for Trust. The board is fully united behind ‘Ready, together.’ It is a confident, forward-thinking strategy backed by strong governance, operational resilience and an unwavering commitment to excellence.

“Trust has unique strengths, combining deep expertise in housing and care with the stability and ambition required to deliver modern housing growth. I look forward to working closely with Jackie, our Board and our team as we implement this strategy, create thriving communities and reinforce Trust’s position as a partner and employer of choice across Scotland.”