Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group: documents · 2024-09-24 11:15
Paul Rigby chased a high-priority ticket on repairs still double-counted. Callie Brennan found the extract carries a line per status change and will key on job reference, keeping the latest line. Paul wants it counted once.
What was said
What this says
Current to 11 Oct 26Paul Rigby chased a high-priority ticket on repairs still double-counted. Callie Brennan found the extract carries a line per status change and will key on job reference, keeping the latest line. Paul wants it counted once.
What happened: Paul showed the repairs dashboard still counting jobs more than once and cited his ticket, which had gone a day without reply. Callie accepted the delay and said the first refresh had landed cleanly and the counting error was her mapping.
Cause and fix: The sample showed one line per status stage, each treated as a separate repair. The fix keys repairs on job reference, keeps the latest status and retains earlier lines as history.
Customer view: Paul is patient but pointed, and Helen was absent with board papers. Adding users waits until the numbers have held for a few days.
Watch: The extract changed after the housing system upgrade and IT do not always say when. Whether a cancelled and re-raised job counts as one repair or two is open with Helen.
Themes
Current to 9 Oct 26Theme
Repairs double-count fix
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie to change the repairs mapping, test it on Paul's sample and send the repairs setup note.
- Paul to check his list of known wrong jobs before stand-up and send any refs still doubled.
- Callie to put the cancelled and re-raised question to Helen and brief Natalie on the extract change risk.
Risks
Current to 9 Oct 26- A ticket went a day without a reply, which strained patience with a user who is the day-to-day admin.
- IT changes to the housing system extract can break the mapping without warning.
- Helen was absent and the cancelled versus re-raised definition is unresolved, so board figures may still be questioned.
Opportunities
Current to 9 Oct 26- Once the numbers hold, Callie can run a walkthrough for the first small group, with sources shown for each figure.
- The setup note builds Paul's ability to run the brain himself.
Transcript
Callie Brennan NoneMorning, Paul. Can you hear me?
Paul Rigby NoneMorning. Yes. Give me a sec, I'll share the report.- Callie Brennan NoneGo on, that's the quickest way in. Before you do, I thought we'd use today to cover three things. What happened with your ticket, what I found in the mapping, and what you need to be able to check without me. Sound right?
- Paul Rigby NoneRight. Here we go. That's the repairs dashboard in the brain this morning. Double-counted again.
- Callie Brennan NoneMm. I can see it. Same job ref twice, two lines under each other. Is that the whole list or only the top?
- Paul Rigby NoneWhole list as far as I've checked. Job ref attached on the ticket. I put it in as high priority because stand-up's at nine and I can't show that to anyone.
- Callie Brennan NoneNo, you were right to flag it as high, and I'm sorry it's been sitting there. What I need to say first is that the first refresh did land cleanly, the connectors are all live, the records came across. It's the repairs counting that's off, and that's squarely a mapping thing, so it's mine to sort.
- Paul Rigby NoneAny update on this? That's what I wrote on the ticket, because I'd heard nothing back for a day.
- Callie Brennan NoneFair challenge. That's fair. I'd got the ticket and was waiting on your sample to test against, and I should have told you that rather than leaving it quiet. So that's on me.
- Paul Rigby NoneSample came Wednesday. Few hundred rows.
- Callie Brennan NoneIt did, and it was helpful, because it had the job refs and the statuses. Let me share what I found.
- Callie Brennan NoneOkay. So this is your sample, filtered to one job reference. Look at the rows. The job ref is the same, but the status is different on each line. One says raised, the next says in progress, the next says completed. The extract carries a line for each stage a job goes through, and my first mapping treated each line as a separate repair.
- Paul Rigby NoneSo that's why. It's not every job twice, it's every status change.
- Callie Brennan NoneThat's what the sample shows. Some jobs would've appeared twice, some three times, depending on how many stages they'd been through. In the report you showed me the pairs just happened to be the commonest.
- Paul Rigby NoneI'd not say why it does that. Housing system does what it does.
- Callie Brennan NoneNo, understood, and I'm not asking you to explain it. What I need is to make the brain count one job once, whatever the housing system sends. So the fix is, key the repairs table on the job reference, and keep only the latest status line for each. The earlier lines I'd keep as history, but they won't be counted.
- Paul Rigby NoneHistory's useful. Helen'll want time to complete.
- Callie Brennan NoneExactly, and that's why I'd keep it rather than throw it away. Date raised and date completed will both be on the one row, so time to complete is a simple difference.
- Paul Rigby NoneRight. And priority code?
- Callie Brennan NoneComes through unchanged. I checked emergency, urgent and routine against the sample, and they map cleanly. Contractor too.
- Paul Rigby NoneOkay. When's it in?
- Callie Brennan NoneI'll make the change today, test it on your sample first, and then it goes in the next overnight refresh. Nightly refresh finishes by 07:00 on business days, so by tomorrow morning it should be there, but I won't call it done until you've looked, not me.
- Paul Rigby NoneI'll check before stand-up. I've got my spreadsheet of the ones I know are wrong. Forty or so I've been tracking by hand.
- Callie Brennan NoneBrilliant, that's the best test I could ask for. If those jobs each show once tomorrow, we're good. If any still show twice, send me the refs and I'll look straight away.
- Paul Rigby NoneWill do.
- Callie Brennan NoneWhile we're here, can I ask you about something? What happens to a job if it's cancelled? Does the housing system send a status for that, or does the line just vanish?
- Paul Rigby NoneGets a cancelled status. Stays in. Though sometimes it gets re-raised under a new ref.
- Callie Brennan NoneRight, and the new ref is a genuinely new job as far as the brain is concerned, so that would count, which is probably what you'd want, but I'd rather confirm than assume. Would Helen expect the cancelled and re-raised pair to count as one repair or two?
- Paul Rigby NoneTwo in the system. For the board pack, I'd have to ask her. Not for me to say.
- Callie Brennan NoneThat's fine, I'll put it as a question for her and it'll go in the note. Honestly, it's a definition more than a data fix.
- Paul Rigby NoneShe's tied up with board papers this week, so she's not on this call. But she's seen the ticket.
- Callie Brennan NoneUnderstood. I'll write it up so she can answer it in one line, no need for a meeting.
- Callie Brennan NoneNow, the bit I care about for you. Handover. I'd like you to be able to spot this sort of thing and sort it yourself, or at least know where to look. So I've written a short note, the setup note for the repairs table. Shall I walk through it?
- Paul Rigby NoneGo on then.
- Callie Brennan NoneSo, in plain words. What's connected: the housing system extract, in your Snowflake account, three tables. What's mapped: repairs keyed on job reference, latest status wins, earlier lines kept as history. What to check if it looks wrong: first, whether the job reference column is populated, second, whether the extract has changed shape since the last refresh, and third, whether the overnight load completed. I've put a screenshot of each.
- Paul Rigby NoneSecond one'd have caught it. Upgrade changed the extract.
- Callie Brennan NoneRight, and that's the general rule. If your IT team change the extract, the brain doesn't know until somebody tells it. So I'd ask that when they next touch that schedule, they tell you, and you tell me, before it lands. Is that realistic?
- Paul Rigby NoneI can ask. They don't always say.
- Callie Brennan NoneUnderstood. I'll put a line in the note anyway, and I'll mention it to Natalie, she's your customer success manager, so it's on her radar as well.
- Paul Rigby NoneOkay.
- Callie Brennan NoneOne more thing for the list. You mentioned the helpdesk connector on the last call. Has your colleague in customer services sent the access?
- Paul Rigby NoneCame in yesterday. In writing. I've forwarded it.
- Callie Brennan NoneGot it, I saw it come through just before we started. Thank you. That's what I wait for before I touch anything. I'll connect it this afternoon and tell you when the first records show up.
- Paul Rigby NoneCall recordings still open. Helen's checking.
- Callie Brennan NoneYes, I have that as open, owner Helen. No rush from me, the repairs fix matters more.
- Paul Rigby NoneCan I ask something not on your list? When do I add people? Helen asked me last night.
- Callie Brennan NoneGood question. My honest answer is not until the repairs numbers have held for a few days. A few people at a time, starting with the ones who'll ask real questions of the repairs data. You've got forty seats, so there's plenty of room, there's no hurry.
- Paul Rigby NoneRight. I'll tell her that.
- Callie Brennan NoneAnd if she'd like, I can run a short walkthrough for the first group. Showing them how to ask the brain a question and how to find the source of a figure. That tends to land better than a manual.
- Paul Rigby NoneShe'd like that. Sources especially.
- Callie Brennan NoneI know, she's said. It's the first thing she asked.
- Callie Brennan NoneRight, let me read back what we've said so you can correct me. I fix the repairs mapping today and test on your sample. The change goes in tonight's refresh. You check your list tomorrow before stand-up and tell me what's still wrong, if anything. I connect the helpdesk this afternoon. I send the repairs setup note and a question for Helen on cancelled and re-raised jobs. Have I missed anything?
- Paul Rigby NoneNope. That's it.
- Callie Brennan NoneThen I'll update the ticket as soon as it's done, so you're not left wondering. Thanks for being patient with me on this one, Paul.
- Paul Rigby NoneJust get it counted once. Cheers, Callie.
- Callie Brennan NoneWill do. Speak soon. Thanks, bye.
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