The skills required for the modern housing professional are becoming ever more diverse and the challenges this poses for the sector are substantial.

The expansion of the social housing sector in recent years to encompass homelessness, anti social behaviour and increased tenant participation have led to a requirement for a greater skills base. The importance of understanding the skills required by staff to deliver effective services to customers is the cornerstone of tackling this issue at a senior management level.

Mags Lightbody described the processes Glasgow Housing Association is undertaking to identify the skills they will require to deliver a wide range of services. She highlighted the increased expectations from service users who now demand a 24/7 service from GHA the increased use of the internet by customers and providing a housing service which customers can use at various points during their lifetime.

Future projects of GHA include the expansion of the existing call centre that deals with all customer issues, increased use of telecare, and the introduction of handheld technology for frontline housing staff.

Marian asked the delegates if they thought staff have the skills required to allow organisations to develop their business. She also questioned if training is adequate to ensure that existing staff can carry out the many and varied demands that is part of any modern housing organisation's role.