Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group: documents · 2024-10-01 09:45
First onboarding call with Paul Rigby, the repairs data analyst and day-to-day admin. His priority is correct repairs numbers: jobs appear twice since the housing system upgrade. Callie Brennan proposed keying on job reference and taking the latest row.
What was said
What this says
Current to 11 Oct 26First onboarding call with Paul Rigby, the repairs data analyst and day-to-day admin. His priority is correct repairs numbers: jobs appear twice since the housing system upgrade. Callie Brennan proposed keying on job reference and taking the latest row.
What happened: Callie confirmed read-only access in writing, then reviewed a repairs report with duplicated job references. She proposed keeping the latest row per job reference and asked for a two-month export to test it.
Customer view: Paul said "the thing I care about is the repairs numbers". He had raised a high priority ticket because the board pack runs off the report, and he wants the dedupe rule visible, not buried.
Commercial: This is onboarding under a 40 licensed user Growth-sized allowance, with only Paul and a couple of others logging in. Early trust depends on the repairs figure reconciling, and Helen's team is the real audience.
Watch: Complaints and call recorder access owners are not yet known. The ticket must be updated as promised, as Paul keeps a spreadsheet of every one.
Themes
Current to 9 Oct 26Theme
Repairs data double counting
Importance
neutral
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Paul sends the two-month repairs export with all columns by end of the day.
- Callie checks the dedupe rule against the export, updates the ticket and writes the setup note with a morning checklist.
- Paul finds who signs off access for complaints and the call recorder and asks Helen to join Tuesday's session.
Risks
Current to 9 Oct 26- Repairs counts feed the board pack, so unresolved double counting would undermine trust in the brain early.
- Owners of complaints and call recorder access are not yet identified, which could delay further connectors.
- Usage is only Paul and a couple of others against forty licensed users, so adoption is thin.
Opportunities
Current to 9 Oct 26- Helen's team owns the wider board picture and could join the next session and drive broader use.
- Further connectors for tenant calls, complaints and arrears are in scope once access is agreed.
Transcript
Callie Brennan NoneMorning, Paul. Can you hear me alright?
Paul Rigby NoneAye, morning. Hear you fine. You've got me, camera's off though, laptop's being daft this morning.- Callie Brennan NoneNo problem at all, audio is all I need. Right, let me give you the plan for the next forty minutes or so, then we'll see if it still makes sense to you. First, I want to confirm the access side, because before we switch on the refresh I need the credentials in writing. Second, we look at how your repairs data lands in the brain and how it maps. Third, we talk about what the first refresh should look like and who checks it. And last, I want to leave you able to run the admin side without me.
- Paul Rigby NoneSounds sensible. I'll say now, the thing I care about is the repairs numbers. If they're wrong, nowt else matters to me.
- Callie Brennan NoneUnderstood, and we'll get to it properly, I promise. Access first though. Did the service account details come through from your IT team?
- Paul Rigby NoneThey did, yesterday afternoon. A colleague in IT sent them over to you by email, read-only, like you asked. Did it land?
- Callie Brennan NoneHang on, let me look. Yes, got it, it's in my inbox with the note about it being read-only on the repairs database. That's what I needed. Thank you. I won't touch anything until I've got that in writing and I have now, so that's ticked.
- Paul Rigby NoneGood. They were a bit twitchy about giving anything out, so I said it's read-only and you'd confirm.
- Callie Brennan NoneThat's fair, I'd be twitchy too. Okay, what I need from your side is a sample of the repairs data so I can see what the housing system actually gives us, not what the documentation says it gives us. Have you got something to hand?
- Paul Rigby NoneI have. Do you mind if I share a report? It's the one that's wrong. That's usually how I start.
- Callie Brennan NonePlease do. That's exactly what I'd like to see.
- Paul Rigby NoneRight. Give me a second. Sharing my screen now. Can you see it?
- Callie Brennan NoneI can. That's a list of repairs jobs by week, with a status column. Talk me through what I'm looking at.
- Paul Rigby NoneSo this is completed repairs for last month. Since the housing system upgrade, some jobs are in here twice. Same job ref, two rows, different timestamps. Double-counted again. I've highlighted a few in yellow. Job ref's in the first column.
- Callie Brennan NoneOkay, I see them. Same reference, one row says in progress and the other says completed. Is the in-progress row always the earlier one?
- Paul Rigby NoneMostly. Not always. Sometimes both say completed, just a few seconds apart.
- Callie Brennan NoneRight, that's useful to know and I'd rather you tell me that than I find it halfway through. So there are two patterns, status change written as a new row, and a straight duplicate write. Do you know if anyone on the housing system side has said why?
- Paul Rigby NoneI don't know why. I'm not going to guess at it. What I know is it started after the upgrade and the counts are out.
- Callie Brennan NoneFair enough, we don't need the cause to handle it. What matters is that we key on the job reference and take the latest row per reference. I need to check that against a real extract before I say it maps cleanly, because I'm not going to tell you it's fine until I've seen it. Can you send me an export of the same report with every column, not just the ones on screen?
- Paul Rigby NoneAye, I can do that today. Same month?
- Callie Brennan NoneSame month, and if you can add a second month that would be better, so we see whether the pattern holds.
- Paul Rigby NoneRight. I'll put both in one file. Job ref attached, as ever.
- Callie Brennan NoneBrilliant. Let me write that down as a date against it. Export from you by end of today, and I'll come back to you with what I find in the next couple of days. Is that okay?
- Paul Rigby NoneThat's fine.
- Callie Brennan NoneWhile I'm making notes, can I ask about the ticket you raised? I can see one open, marked high priority, and I want to make sure I'm not talking past it.
- Paul Rigby NoneThat's mine. It's the same issue. Double counting in the repairs report. I raised it as high because the board pack runs off it. Any update on this?
- Callie Brennan NoneI can give you a straight answer. It's with our support team and it's linked to the work we're doing today, because the fix is in the mapping, not in a fault on our side. So once I've checked the export and we've agreed the rule, I'll make sure the ticket gets updated with exactly what we did and why. You shouldn't have to chase it a third time.
- Paul Rigby NoneGood. I do keep a spreadsheet of every one, so I'll know.
- Callie Brennan NoneI'd expect nothing less. Right, other sources. Beyond repairs you've got tenant calls, complaints and arrears in scope. Which of those are you actually responsible for connecting?
- Paul Rigby NoneJust repairs, really. Helen's team own the rest and the board-level picture. I'm the one who admins the brain day to day, so any connector goes through me for access, but Helen's the one asking the questions about it.
- Callie Brennan NoneThat's helpful. So for the others I'll want written access from whoever owns each system, and I'll copy you and Helen so nobody's surprised. Do you know who holds the complaints data?
- Paul Rigby NoneA colleague in customer services. I'd have to find out who signs off on access. I'll ask and let you know.
- Callie Brennan NonePerfect. That goes on your list, not mine. Let me say the list out so we agree it. You send the repairs export today. You find out who signs off access for complaints. And the call recorder, who administers that?
- Paul Rigby NoneSame team as the helpdesk, I think. I'm not certain. I'll find out and say.
- Callie Brennan NoneGood, thanks. Don't worry about being certain, that's what the question is for. Now, the refresh. The brain refreshes overnight and the data should be complete by 07:00 on business days. For your first few weeks I'd like us to treat that as something we check by eye each morning, not something we trust.
- Paul Rigby NoneI'm in before eight most days, so I can look then. Stand-up's at half past, so if it's wrong I want to know before that.
- Callie Brennan NoneThat's exactly the check, then. What I'll do is put a simple morning checklist in the setup note. Is the refresh marked complete, does the repairs count look sensible against the housing system, and is anything flagged on the connectors page. Three things, a couple of minutes.
- Paul Rigby NoneThat's about what I'd do anyway. Good to have it written down.
- Callie Brennan NoneRight. Admin side. You're the admin on the account, so let me show you where users get added and where the connectors live. Do you want me to share or would you rather drive?
- Paul Rigby NoneYou share first. I'll drive after.
- Callie Brennan NoneOkay, sharing now. This is the admin area. Users on the left, connectors in the middle, refresh history on the right. You've got forty licensed users, and at the moment the activity is just you and a couple of others logging in, so there's plenty of room.
- Paul Rigby NoneAye, that's right. It's mainly me poking about. Helen's had a look.
- Callie Brennan NoneThat's normal for this stage. Click on refresh history. You'll see the first runs are mostly empty because we haven't switched anything on. After the first real refresh you'll see record counts per connector and that's what you'll compare with the housing system.
- Paul Rigby NoneRight. And if the count's different, where do I go?
- Callie Brennan NoneClick the connector name, it shows the last run, how many records came in and how many were rejected. If something's rejected there's a reason alongside. Have a go. Go on, you drive.
- Paul Rigby NoneOkay. Let me find it. There. Repairs connector, not configured yet. Does it show me field mapping in here?
- Callie Brennan NoneIt does, that's the second tab. Once I've done the mapping you'll see every field with its source column next to it. Job reference, status, date raised, date completed, patch, contractor. You'll be able to read it like a spreadsheet.
- Paul Rigby NoneGood. I want to see where the dedupe sits. I don't want it buried.
- Callie Brennan NoneIt won't be buried. It'll be a named rule on that tab, with a plain sentence saying take the latest row per job reference. If you or Helen want to challenge it, it's there to challenge.
- Paul Rigby NoneThat's what I need. Helen will want to see the same thing, mind. She'll want to see the source.
- Callie Brennan NoneThen we'll make sure she can. I'd like her on the next session if she's free. Is that realistic?
- Paul Rigby NoneI'll ask her. She'll want to be on it, I'm fairly sure. Next week?
- Callie Brennan NoneNext week works. I'll send an invite for Tuesday afternoon and you can tell me if it clashes with anything on your side.
- Paul Rigby NoneTuesday should be alright.
- Callie Brennan NoneOne more thing before we finish. Contractors. In the sample you showed me there's a contractor column. Are those your own operatives or external firms?
- Paul Rigby NoneBoth. Some are our own team, some are external. The column's the same either way. I wouldn't want them split in the brain, just kept as they come.
- Callie Brennan NoneThat maps cleanly, then. I'll keep it as a single field and we can add a split later if somebody asks for it.
- Paul Rigby NoneAye, let's not over-engineer it.
- Callie Brennan NoneAgreed. Okay, let me summarise, because I always do. From you: the repairs export with both months, today. The name of whoever signs off access for complaints and for the call recorder. And a word with Helen about Tuesday. From me: I check the export and the dedupe rule, I write the setup note with the morning checklist, I update your ticket with what we did, and I send the invite. Have I missed anything?
- Paul Rigby NoneNo, that's the lot. If the export throws up summat odd I'll tell you straight.
- Callie Brennan NonePlease do. Thanks, Paul. Speak soon, and have a good rest of the day.
- Paul Rigby NoneCheers, Callie. Bye.
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