Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group: documents · 2024-09-17 16:00
First onboarding call with Calderbrook. Paul Rigby showed repairs jobs double-counted in the housing system extract. Helen Marsden wants every figure traceable to its source before the board pack. Wider rollout waits until repairs counts are right.
What was said
What this says
Current to 11 Oct 26First onboarding call with Calderbrook. Paul Rigby showed repairs jobs double-counted in the housing system extract. Helen Marsden wants every figure traceable to its source before the board pack. Wider rollout waits until repairs counts are right.
What happened: Callie Brennan set out connectors, field mapping and ownership. Paul showed a repairs report where every job appeared twice since the housing system upgrade, and agreed to send a sample.
Customer view: Helen's priority is board credibility, especially arrears, which has never reconciled between the finance extract and the housing system. She was reassured that every figure will carry its source.
Commercial: Growth includes forty seats and only Helen and Paul log in. Both said the team will not be added until the repairs count is right, so adoption depends on this fix.
Watch: Written access is still outstanding for several sources, and the call recordings transcript question is open with Helen. Paul and Helen are the only two users, which is a key-person exposure.
Themes
Current to 9 Oct 26Theme
Onboarding, repairs data quality
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie to send the one-page access note and map repairs on job reference after testing Paul's sample.
- Helen to introduce the helpdesk owner, confirm call recording transcripts and obtain the arrears definition from finance.
- Callie to book a line-by-line session after the first refresh.
Risks
Current to 9 Oct 26- Doubled repairs counts could damage the brain's credibility with the board if not fixed before wider rollout.
- Only two people use a Growth plan that includes forty seats, so value depends on Helen and Paul.
- Written access for each source and the arrears definition from finance are still outstanding.
Opportunities
Current to 9 Oct 26- Once repairs and arrears reconcile, a small group of BI analysts and repairs team leaders can be added.
- Showing the source of every figure answers Helen's main concern and can anchor the value case.
Transcript
Callie Brennan NoneHello, hello. Can you both hear me all right?
Helen Marsden NoneYes, I can hear you. Good afternoon, Callie. I think Paul's just coming in now.
Paul Rigby NoneAfternoon. Sorry, wrong headset. Is that better?- Callie Brennan NonePerfect, loud and clear. Right, thanks for making the time, I know the week's been busy. Did the rain ever stop up in Leeds? It's been properly miserable down here.
- Paul Rigby NoneNot really. Repairs line's been flat out with it, so it's been a week.
- Helen Marsden NoneMm. Leaks, mostly. It does mean Paul's had his head in the repairs data more than he'd like.
- Callie Brennan NoneWhich is a good place to start, actually. Let me give you the plan for the next hour, or the next forty-odd minutes, I should say, so nobody panics. Three things. First, where each connector stands. Second, the field mapping for repairs, complaints and arrears, so we agree what maps cleanly and what doesn't. Third, who owns what on your side before we switch on the refresh. Does that work?
- Helen Marsden NoneThat works. Can I add one thing at the end? I want to be clear which figures in the board pack will come from the brain and which will stay with the housing management system. The board will ask.
- Callie Brennan NoneAbsolutely, we'll park that as item four. So, connectors. Because the brain runs inside your own Snowflake account, the first thing I need is the Snowflake side confirmed. Paul, you've got the role set up?
- Paul Rigby NoneRole's made. Warehouse is made. Our IT lot want it in writing what the brain can read and what it can't before they give me the keys.
- Callie Brennan NoneQuite right, and that's what I need from your side, in writing, for every source. I never start a connector without written access. I'll send a one-page note this week listing each source, the read-only permission I'm asking for, and who signs it off.
- Paul Rigby NoneFine. That'll keep IT happy.
- Helen Marsden NoneCan I ask what the sources are, so I'm saying the same thing to our director as you are?
- Callie Brennan NoneOf course. As I have it from the order form: the housing management system extract, the helpdesk where repairs tickets and complaints sit, the call recordings from the tenant contact centre, and the rent arrears feed from finance. That's the picture you bought, one view of tenants, repairs, complaints and arrears. Have I got that right?
- Helen Marsden NoneThat's right. Arrears is the one I care most about for the board pack. These have never reconciled between the finance extract and the housing system, and I'd like to see why.
- Callie Brennan NoneThen we'll make that visible. Every figure in the brain will carry its source, so when you ask 'can you show me the source', you'll get the system and the field, not just a number.
- Helen Marsden NoneThat is exactly what I'd hoped. Thank you.
- Paul Rigby NoneCan I share my screen? It's easier if you see what I'm on about.
- Callie Brennan NonePlease do.
- Paul Rigby NoneRight. Can you see it? That's the repairs jobs report from the housing system, last full week. Every job's in there twice. Same job ref, same address, same date. Double-counted. Since the upgrade.
- Callie Brennan NoneI can see it. Same reference down the left, and a duplicate straight underneath. Is that every job or only some?
- Paul Rigby NoneLooks like all of them, but I haven't gone through the lot. I've got a spreadsheet of the ones I've checked.
- Callie Brennan NoneOkay. That matters for us, because I don't want to bring a doubled-up extract into the brain and have Helen's dashboard show twice the repairs. So before we switch on the refresh, I'd like the job reference to be the key for repairs, and I'll check what happens in the mapping when two rows share one. I won't tell you it's fine until I've actually tested it against a sample.
- Paul Rigby NoneGood. I can send you a sample with job refs. Few hundred rows.
- Callie Brennan NoneBrilliant, that's ideal. Job ref, status, date raised, date completed, and whatever the contractor field is called. Anything else you'd flag?
- Paul Rigby NonePriority code. Emergency, urgent, routine. Helen's report cuts on that.
- Helen Marsden NoneIt does. Section on repairs performance in the board pack, the split by priority, and last quarter's didn't reconcile with the contractor's own numbers. That's partly why I wanted all this in one place.
- Callie Brennan NoneUnderstood. So the priority code is a must-have field. I'll note it. Paul, you'll be the person I come to for what each code means in practice?
- Paul Rigby NoneYeah. Used to schedule them, so I know.
- Helen Marsden NonePaul knows the repairs data better than anyone. He's the admin, and honestly he'll be the one running it day to day.
- Callie Brennan NoneWhich is the whole aim, really. By the end of this I want you able to run things without me. So there'll be a setup note at every stage, what was connected, what was mapped, what to check if the refresh looks odd. Nothing handed over without it.
- Paul Rigby NoneSorry, bit of a pause there, I was finding the field list. There's a lot of columns in this extract.
- Callie Brennan NoneNo problem at all. Let's go source by source, then. The housing system first. Is the extract landing in Snowflake already, or is that still to do?
- Paul Rigby NoneIt lands overnight. Our IT team schedule it. Tables are there, I can see them, but I'd not swear to what's in them after the upgrade.
- Callie Brennan NoneFair. Then my ask is that you tell me which tables are the source of truth, and I map from those only. Not a copy of a copy.
- Paul Rigby NoneI'll write it down. Repairs, tenancies, and the arrears ledger. Those three.
- Callie Brennan NoneLovely. That's the housing system sorted as a plan. Helpdesk next. Helen, who owns that on your side?
- Helen Marsden NoneA colleague in our customer services team administers it. I can introduce them. I'd rather go through them than around them, they've been generous with their time so far.
- Callie Brennan NoneSensible. If you can make that introduction by the end of the week, I'll send them the access request directly, with the read-only wording, so there are no surprises.
- Helen Marsden NoneI'll do it tomorrow. Copy Paul in so he knows what's been asked.
- Callie Brennan NoneWill do. Call recordings, then. Does the contact centre have a recorder that exports transcripts, or is it audio only?
- Paul Rigby NoneNo idea, to be honest. That's not mine. Helen?
- Helen Marsden NoneI believe it produces transcripts, but I'd want to confirm before I promise anything. Let me come back to you on that. I don't want to say yes and be wrong.
- Callie Brennan NoneThat's exactly the right instinct. I'd rather have a slow yes than a fast wrong one. Let's mark it as open, owner Helen.
- Callie Brennan NoneRight, mapping. Let me share my side for a second so you can see how I've laid it out.
- Callie Brennan NoneSo that's the draft. Left column is your field name, middle is where it lands in the brain, right is whether I've checked it. You'll see most of the right column is blank, deliberately. Tenancy and arrears I've tested against the sample you sent at the start, and those map cleanly. Repairs I've left open, for the reason Paul showed us.
- Helen Marsden NoneCan I ask about arrears? The board pack reports arrears as a percentage of rent roll, and our finance team's definition excludes some former tenants. Does the brain know that?
- Callie Brennan NoneIt knows what the field says, not what your finance team's convention is. So I'd want that written down as a rule, in your words, and I'll build it in and show you the working. If the numbers still don't reconcile after that, we'll see exactly which rows differ.
- Helen Marsden NoneThen I'll ask finance to put the definition in an email and send it over. Kind of a long email, knowing them.
- Callie Brennan NoneLong is fine. Specific is better.
- Paul Rigby NoneQuestion on users. We've got forty seats. Who's meant to be in? Because right now it's basically me and Helen logging in.
- Callie Brennan NoneYes, forty is what Growth includes, and you're nowhere near it, which is normal this early. I wouldn't rush. I'd rather get the data right for the two of you first, then bring in a small group, maybe the other BI analysts and a couple of repairs team leaders, once you trust what's on the screen.
- Helen Marsden NoneI agree. If I put forty people in front of numbers that are doubled, I'd never hear the end of it. Credibility with the board comes first.
- Paul Rigby NoneSame. I'll not have the team on it until the repairs count's right.
- Callie Brennan NoneGood. Then that's the sequence. Fix repairs, confirm arrears rules, then widen the group. I'll put dates against each in the note.
- Callie Brennan NoneLast bit, who does what. Paul, you're the admin: you confirm the source tables, send the sample, and chase IT for the Snowflake permissions. Helen, you introduce the helpdesk owner, confirm the recordings, and get the arrears definition from finance. I'll send the access note, finish the mapping, and run the first refresh once I've got written access for every source. Any of that feel unfair?
- Paul Rigby NoneNo. Fair.
- Helen Marsden NoneThat's clear. One more thing, though, if I may. When the first refresh lands, will someone from your side sit with us while we look at it? I'd rather not look at it alone.
- Callie Brennan NoneYes, definitely. I'll book a session straight after the first refresh, and we'll go through it line by line. Then you can show your director with confidence, or at least know what to say if something's off.
- Helen Marsden NoneThank you, that's reassuring.
- Callie Brennan NoneSuper. I think that's us. I'll get the note out tomorrow. Thanks both.
- Paul Rigby NoneCheers. Sample coming your way.
- Helen Marsden NoneThank you, Callie. Speak soon.
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