Calderbrook Housing Group / BB-Demo – Demo
Callcompleted
Calderbrook Housing Group: documents · 2024-07-08 15:45
Demo on Calderbrook's own sample data. Helen Marsden and Paul Rigby saw traceable answers and the double-counted repairs job exposed. Helen still needs security and counting-rule write-ups and a written proposal before going to leadership.
What was said
What this says
Current to 11 Oct 26Demo on Calderbrook's own sample data. Helen Marsden and Paul Rigby saw traceable answers and the double-counted repairs job exposed. Helen still needs security and counting-rule write-ups and a written proposal before going to leadership.
What happened: Hannah Lowe showed the chat answering from Calderbrook's sample extract, with links back to source records. It surfaced the same repairs job twice, which Paul confirmed as his double-count.
Customer view: Helen said she came in sceptical and found the behaviour when the data cannot answer more reassuring than a clever answer. Paul needs the nightly refresh ready before the morning stand-up.
Commercial: Helen listed three gaps: a written security answer, an agreed counting rule and a written proposal. Tom repeated the fifty-six thousand all in figure for Growth and kept 16 Aug 2024 as the target.
Watch: The access controls answer was deferred to a written follow-up. Ticket and call matching to job references is partial, and Hannah promised real match rates.
Themes
Current to 9 Oct 26Theme
Demo on sample data
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hannah Lowe sends the security and access write-up and the counting rule note, in an attachable document.
- Tom Ashdown sends the written proposal with what is included, ahead of 16 Aug 2024.
- Helen Marsden asks her IT colleague about a short follow-up call.
Risks
Current to 9 Oct 26- The security and access answer for tenant call data is outstanding and Helen says it would stop the deal if it goes wrong.
- The counting rule for repairs jobs must be agreed with Paul's team before anything goes to the board.
- Calls and tickets without a job reference will not match, which could weaken the board-facing answer.
Opportunities
Current to 9 Oct 26- A lighter leadership view of two board pack sections using the Growth tier dashboards builder.
- Paul showed interest in building his own dashboards, which suggests wider team adoption.
Transcript
Tom Ashdown NoneAfternoon, all. Helen, hello. I can see you, Hannah's here, and we're waiting on Paul, I think.
Helen Marsden NoneGood afternoon. Paul's just finishing something in the repairs report. He said he'd be two minutes. I won't pretend it isn't relevant.- Tom Ashdown NoneHa. No drama. How was the rest of your week, Helen? Did you get that arrears figure sorted?
- Helen Marsden NonePartly. It turned out to be two different cut-off dates, which is worse in a way, because it means nobody was wrong, they were just answering different questions. Hello Paul, there you are.
Paul Rigby NoneHello. Sorry, late. Can you see my screen? I'll share the report that's wrong, it's quicker.- Tom Ashdown NoneGo for it, Paul. That's what we're here for, actually. Hannah, this is the stuff Helen and Paul were talking about with me a couple of weeks ago.
- Paul Rigby NoneSo this is the repairs completed report for last quarter. Top line says one number. The housing system's own screen says another. Double-counted again, I think, on the jobs that got rebooked. I've got job refs in the column on the right. I'll send them after.
Hannah Lowe NoneThanks, Paul, that's really helpful, and it's exactly the kind of thing I'd like to use. Before I show anything, can I ask what the three of you most need to know by the end of this hour? I'd rather aim at that than walk you through every page.- Helen Marsden NoneFor me, two things. Can I ask it a question about section four of the board pack and get a figure that I can trace? And can you show me the source? If I can't click back to the record, it's no use to me.
- Paul Rigby NoneFor me, whether it counts a repairs job once. That's it.
- Hannah Lowe NoneUnderstood. The short answer is that the first one, yes, I can show you now. The longer answer is that the second one, counting once, depends on what the source data gives us, and I'll show you exactly what I mean so you can judge it. I'll put that in writing too, so we're not relying on memory.
- Paul Rigby NoneFine by me.
- Hannah Lowe NoneRight, I'm sharing now. What you're looking at is the sample you sent over, loaded into a test environment. It's your housing system extract, the call recordings from the call recorder, and the helpdesk tickets. Nothing live, and nothing that's left that environment. Can everyone see it?
- Helen Marsden NoneYes. It's a bit small, but I can read it.
- Hannah Lowe NoneI'll zoom in. Better? So this is the chat. I'll type a question the way somebody on Helen's team might ask it. How many repairs jobs were completed last quarter, by contractor?
- Hannah Lowe NoneAnd it comes back with a table, a short written answer, and these links underneath. Each link is a source record. If I click this one, it opens the job in the extract it came from, with the job reference.
- Helen Marsden NoneCan you show me that again? Slower. Click on one row and show me where it goes.
- Hannah Lowe NoneOf course. Here, this row. Contractor name, completion date, job reference. Click through, and that's the original record in the housing system extract, the same fields, nothing summarised. So when the board asks, you can say where it came from.
- Helen Marsden NoneThat's what I wanted to see. Does the figure match the pack?
- Hannah Lowe NoneTo be precise, it matches the extract. Whether the extract matches your published pack is a separate question, and I'd rather we looked at it together than I claimed it. Paul, can I use your report?
- Paul Rigby NoneGo on. Same job refs I put in the column.
- Hannah Lowe NoneIf I paste three of them into the search. Here. So the brain finds the same job twice in the extract, two records with the same reference, different status lines. One is the original, one is what looks like a rebooked appointment.
- Paul Rigby NoneThat's it. That's the double-count. Same job, two rows.
- Tom Ashdown NoneSo it can see it, at least.
- Hannah Lowe NoneIt can see it and show you both records side by side, yes. What it doesn't do is quietly decide which one is right on your behalf. We can set a rule, say count a job once per reference and use the latest completion status, but that's a decision your team should own, and we'd write it down so it's visible. I don't want to overstate it. It makes the problem visible and consistent, it doesn't change what's in the housing system.
- Paul Rigby NoneRight. That's honest, anyway. So I'd have to say what the rule is.
- Hannah Lowe NoneYou would, yes, with us, at the start. Then it applies the same way every night, and if the rule changes you change it in one place rather than in every report.
- Paul Rigby NoneAny update on that nightly bit? What time would it be ready?
- Hannah Lowe NoneThere's a nightly refresh, and it's designed to be complete before your working day starts. I'll put the exact commitment in the proposal so you have it in writing rather than my paraphrase.
- Paul Rigby NoneGood. I need it before the morning stand-up, or it's no use.
- Tom Ashdown NoneThat's noted, Paul. I'll make sure it's in there.
- Helen Marsden NoneCan we go to the arrears section? That's the one I'm most exposed on.
- Hannah Lowe NoneYes. I've loaded a sample of rent account data to stand in for it. Let me ask. What was the total arrears balance at the end of last month, and how has it moved over the last few months?
- Hannah Lowe NoneIt gives you the balance, a trend, and again the sources under it. And if I open the assumptions, this is where it tells you which definition it used. Which rent accounts it included, and the cut-off.
- Helen Marsden NoneThat's useful, because I've just spent a week finding out that finance and my team used different cut-offs. If it says it on the page, that conversation doesn't happen again.
- Hannah Lowe NoneThat's the idea. It won't tell you which cut-off is correct, but it won't let two of them hide.
- Helen Marsden NoneMm. Can I ask something harder? We get complaints that start on the phone. Can it connect what's said on a call to what's in the arrears or repairs data?
- Hannah Lowe NoneYes, with a caveat. I'll show you. Let me ask it: which calls last month mentioned a repair that was reported more than once?
- Hannah Lowe NoneSo here it returns a list of calls, with a short extract from each transcript, and where it's matched a repairs job, it shows the job reference next to it. The caveat is matching. It works well where the caller gave an address or job reference or the call was logged against a tenancy, and less well where they didn't. I'd tell you the match rate on your real data before you relied on it.
- Helen Marsden NoneWill you? Because the board will ask how reliable that is.
- Hannah Lowe NoneI'll put it in writing, yes, as part of the findings after the implementation, and I'd rather give you the number than a promise.
- Tom Ashdown NoneWhile Hannah's got that up, Helen, I wanted to flag, we can do a version of this for your leadership team that's a lot lighter. Just the two sections of the board pack, one page each.
- Helen Marsden NoneThat would help. I'll need to take this up the line, and I'd like them to see something rather than a description.
- Hannah Lowe NoneLet me show you the dashboards builder, then, because that's what that would be. It's included in the Growth tier. Paul, this one's probably for you.
- Hannah Lowe NoneSo I'm building a view. I pick the question, repairs completed by contractor, by week. I choose a chart, I name it. And now it's a dashboard. It refreshes with the nightly load. Nothing to export.
- Paul Rigby NoneCan I change which jobs it counts? Without asking you.
- Hannah Lowe NoneYou can change the filter on the dashboard. The counting rule we talked about sits underneath and would be agreed up front, so you can't accidentally redefine it from a chart. I think that's the right way round for a board figure, but it's your call.
- Paul Rigby NoneAye. That's right, actually. Fewer people changing it.
- Helen Marsden NoneCan I come back to access? Calls with tenants' details in them. Who sees what?
- Hannah Lowe NoneGood, and it's where I'll be careful. The brain runs inside your own Snowflake account, so the access model sits with your IT team. The short answer is that you control who's given access, and sensitive sources can be restricted to named people. The longer answer is the detail of the controls, and I won't give you that off the cuff. I'll check with a colleague on our security side and put it in writing for your IT team.
- Helen Marsden NoneThank you. That's the one that will stop it if it goes wrong, so I appreciate you not guessing.
- Tom Ashdown NoneAnd your IT colleague, is that someone who'd join a follow-up call? Because I'd like them in it early, not at the end.
- Helen Marsden NoneI'll ask. I'd rather they heard it from Hannah than from me.
- Hannah Lowe NoneHappy to. Let me show you one more thing while I have the screen, because it's about how this behaves when it doesn't know.
- Hannah Lowe NoneI'll ask something the data can't answer. Why did complaints rise last quarter? And you can see, it doesn't invent a reason. It lists the complaint categories that moved, shows you the calls and tickets behind them, and says plainly that the cause isn't in the data. I think that's the behaviour you want when it's going in front of a board.
- Helen Marsden NoneIt is. Honestly, that's more reassuring than a clever answer.
- Paul Rigby NoneCan I ask about the helpdesk bit. Our tickets. Do they come through with the job ref?
- Hannah Lowe NoneWhere the ticket has the job reference in a field or in the text, it picks it up. Where it doesn't, it won't guess. From the sample you sent, most of the repairs tickets did carry it, but I haven't checked every one and I'd rather say that than round it up.
- Paul Rigby NoneMost do. Some don't. Tenants phone and the agent doesn't type it.
- Hannah Lowe NoneThen that's something we'd flag in the implementation, and possibly a small change in how the agents log it. We'd find that out in the first weeks, not after go-live.
- Tom Ashdown NoneCan I just bring us round to the practical bit, so we don't run out of time? Helen, what's missing for you, in order to say yes or no to taking this further?
- Helen Marsden NoneThree things. One, the written answer on security and access, for IT. Two, a clear statement of how repairs jobs get counted, so Paul's team and mine agree on it before anything goes to the board. Three, the commercial proposal in writing, with what's included. I can't take a number I've only heard on a call to my leadership team.
- Tom Ashdown NoneCompletely fair. On the third, I said fifty-six thousand all in last time. That's the total for the deal, with the implementation included, on the Growth tier. I won't lean on my memory of it, so I'll send the proper breakdown and you'll have it in black and white.
- Helen Marsden NoneThat's what I need. And the date? We talked about a decision in the summer.
- Tom Ashdown NoneI've still got 16 Aug 2024 as the target. If the written material reaches you well before, that gives you and IT a fair run at it. Does that still feel right?
- Helen Marsden NoneIt does. I'd like to say yes in principle sooner if I can, but the board timetable decides.
- Hannah Lowe NoneI'll write up the counting rule and the match rates we saw today, and what I'd need from Paul to confirm them. I'd suggest we go through it together before it goes into the proposal, so it's accurate, not just plausible.
- Paul Rigby NoneFine. I'll send the job refs tonight, plus the three or four that always go wrong.
- Hannah Lowe NoneThat would be great, thank you. The awkward ones are the most useful.
- Tom Ashdown NoneRight. So, next steps. Hannah sends the security and access write-up and the counting rule note. Paul sends the job refs. Helen asks her IT colleague about a short follow-up call. I send the proposal. Have I missed anything?
- Helen Marsden NoneOnly that I'd like the write-up in a form I can put in front of my leadership team, not just an email thread. Something I can attach.
- Hannah Lowe NoneUnderstood. A short document, with the diagram of where things run, and the open questions marked clearly as open.
- Helen Marsden NoneThank you. That's very good, all of you. I'll say, I came in sceptical.
- Tom Ashdown NoneGood. Scepticism's useful. Keep it. And if something in the write-up doesn't hold up, tell us.
- Helen Marsden NoneI will. Kind regards, both. Paul, I'll catch you after.
- Paul Rigby NoneRight. Thanks. Bye.
- Hannah Lowe NoneThanks, everyone. Speak soon.
- Tom Ashdown NoneCheers all. Bye for now.
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