Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group: documents · 2024-10-08 13:15
Helen Marsden, Head of Business Intelligence, joined Paul and Callie. The dedupe rule explained the repairs gap for two months. A third month is unverified, and arrears and call joins depend on access and a tenant reference.
What was said
What this says
Current to 11 Oct 26Helen Marsden, Head of Business Intelligence, joined Paul and Callie. The dedupe rule explained the repairs gap for two months. A third month is unverified, and arrears and call joins depend on access and a tenant reference.
What happened: Callie showed the latest-row-per-job-reference rule. After it, the brain matched the housing system for two months; the third month had not been pulled yet.
Customer view: Helen wanted the rule itself, not a summary, and valued that Callie had not claimed what she had not checked. She wants the figures before writing the board pack.
Commercial: Helen described the joined-up picture of arrears, repairs and calls as "what we bought the brain for". Call matching on name and phone is looser, so tentative matches would be flagged. Access for the call recorder and complaints rests on her written request.
Watch: Reopened jobs might share a reference and be dropped. Only a handful of the forty licensed users are active.
Themes
Current to 9 Oct 26Theme
Repairs reconciliation and rollout
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Helen sends one written read-only access request for the call recorder and complaints this afternoon.
- Paul sends the third month export and several reopened job references today or tomorrow.
- Callie sends the three-month comparison, setup note, one-page guide and footnote wording, and updates Paul's ticket.
Risks
Current to 9 Oct 26- The third month of repairs data is unverified, and the board pack covers the quarter.
- Reopened jobs sharing a reference could be dropped by the dedupe rule.
- Call data matches on name and phone number, so some tenant links will be tentative.
Opportunities
Current to 9 Oct 26- Opening the brain to Helen's team and then the operations managers would use more of the forty licensed users.
- Arrears alongside repairs, complaints and calls is the stated reason for buying, and connectors for the recorder and complaints follow access.
Transcript
Callie Brennan NoneAfternoon, both. Helen, Paul, can you hear me?
Paul Rigby NoneAye, afternoon. Loud and clear.
Helen Marsden NoneGood afternoon. Yes, I can hear you. Apologies, I'm just finishing something, I'll be with you in a second.- Callie Brennan NoneNo rush at all. Plenty of time. While Helen's finishing up, Paul, how was the stand-up this morning? Did the numbers hold?
- Paul Rigby NoneBetter than they were, I'll say that. We'll get to it.
- Helen Marsden NoneRight, I'm here. Thank you for waiting. Can I start with the discrepancy I'm chasing? It's the repairs completed line in section four of the board pack. It doesn't reconcile with the figure the housing management system gives us for the same month, and the board will ask.
- Callie Brennan NonePlease do start there, that's the right place. Let me say what I was going to cover afterwards, so you know it's coming. We'll look at how the repairs data was mapped since last week, then arrears and tenant calls, then who does what from here. But Helen, the repairs figure first. How far out is it?
- Helen Marsden NoneIt's higher in the brain than in the housing system. By a margin that matters to me. I'd rather not put a loose number on it until we've looked at the source. Can you show me the source?
- Callie Brennan NoneI can. Paul and I spoke last week and he showed me the report where jobs appear twice since the housing system upgrade. Paul, shall I put it in your words?
- Paul Rigby NoneGo on.
- Callie Brennan NoneSame job reference, two rows. Sometimes a status change is written as a new row, sometimes it's a straight duplicate. I took the export Paul sent and I've put a rule in the mapping that keeps the latest row per job reference. Let me share and I'll show you where it sits.
- Helen Marsden NoneYes please. I'd like to see the rule itself, not just a summary of it.
- Callie Brennan NoneOkay, you should see my screen now. This is the repairs connector, the field mapping tab. Here, near the bottom, is the rule. It says, one row per job reference, latest timestamp wins. And beside it, the count of rows that came in and the count that survived.
- Helen Marsden NoneSo rows in is higher than rows kept. By the same margin as my discrepancy?
- Callie Brennan NoneThat's what I want to check with you rather than assume. Paul, can you take the month Helen's using and tell us the housing system's completed count? Then we can compare it to what the brain gives after the rule.
- Paul Rigby NoneGive me a minute. I've got it in the spreadsheet.
- Paul Rigby NoneRight. Housing system says the figure I've just put in the chat for completed jobs that month. Compare it to what you've got on screen.
- Callie Brennan NoneLooking. After the rule, the brain gives the same number. Before the rule, it was higher. So the double counting accounts for the gap on that month.
- Helen Marsden NoneThat's one month. I'd want to see another before I say it reconciles. The board pack covers the quarter.
- Callie Brennan NoneQuite right. Paul sent two months and I've run both. The second one matches too. I haven't got the third month, because the connector hasn't pulled it yet. I won't say it's fine for a month I've not looked at.
- Helen Marsden NoneThank you. That's the answer I wanted to hear, that you haven't claimed what you haven't checked. So the third month is a next step.
- Paul Rigby NoneI can pull that export as well. It'll be the same report, same columns.
- Callie Brennan NoneBrilliant. Then I'll run it as soon as it lands and send both of you the comparison, rows in, rows kept, and the housing system figure alongside.
- Helen Marsden NoneCan I ask something about the rule? If a job is genuinely reopened, a second visit for the same fault, does it get a new reference or the same one?
- Paul Rigby NoneNew reference, I think. Follow-on jobs get their own. Though I'd want to check, I'm not going to speculate.
- Helen Marsden NoneThen please do check, Paul. If a reopened job shared a reference, we'd be dropping real work.
- Callie Brennan NoneGood catch, and I'd rather know. Paul, could you find three or four reopened jobs and send the references? I'll look at exactly how they appear in the data.
- Paul Rigby NoneAye. I'll send those with the other export.
- Callie Brennan NoneGood. That's repairs. Let me move on to arrears, because that's the other half of your board picture. Helen, what's the question you want the brain to answer on arrears?
- Helen Marsden NoneThe board wants to see arrears alongside the contact we've had with the tenant. Repairs, complaints, calls. Whether tenants in arrears are also the ones reporting repairs that haven't been done. It's the joined-up picture we bought the brain for.
- Callie Brennan NoneThat's a good question for it, and it depends on one thing. We need a common tenant reference across those systems. Do the arrears system and the repairs system use the same one?
- Helen Marsden NoneThey should do, both come from the housing management system. The tenant calls are less certain. The call recorder holds phone numbers and names, not tenant references.
- Callie Brennan NoneRight, and that's the bit I want to be honest about. For calls the brain would be matching on name and phone number, which is looser. I'd rather we flag matches as confident or tentative than pretend they're all certain.
- Helen Marsden NoneI'd prefer that. In a board pack I'd have to footnote anything tentative, and I'd want to know how many there are.
- Callie Brennan NoneUnderstood. So what I need from your side is two things. A sample of the call recorder data with the fields it holds, and written access from whoever administers it. Paul, did you find out who that is?
- Paul Rigby NoneI did. It's the customer services lead. I've asked and they're happy in principle, they just want it from Helen as a request.
- Helen Marsden NoneI'll send that this afternoon. I'll copy both of you so it's on record.
- Callie Brennan NonePerfect, thank you. And the complaints data?
- Paul Rigby NoneSame answer. Needs Helen's say-so, then it's fine. It's all in the one email.
- Helen Marsden NoneThen it's all in the one email. I'll make it a single request covering the recorder and complaints, with a line saying it's read-only.
- Callie Brennan NoneThat's ideal. Once I've got that in writing I can start on both connectors. Not before, I'll say that plainly.
- Helen Marsden NoneI appreciate that. Now, users. We have forty licensed and I think barely a handful are using it. I need to bring my team on, and then the operations managers. What would you recommend?
- Callie Brennan NoneDon't open it to everyone at once. Bring your own team in first, because they'll be the ones who can tell whether an answer is right. Then, once the repairs figure reconciles for the full quarter, open it to the operations managers with a short walkthrough. People trust it faster when the first number they see is one they can check.
- Helen Marsden NoneThat sequence makes sense to me. My team first, then once repairs reconciles, operations. Paul, would you run the walkthrough?
- Paul Rigby NoneI'd rather show them than talk at them. Short, with a real report. If it's a slide deck I'll lose them.
- Callie Brennan NoneThen I'll write you a one-page guide to go with it. Where users are added, how to read the refresh history, what to do when a count looks wrong. Nothing more than that.
- Helen Marsden NoneThat would be welcome. And I'd like the guide to say who to contact, so my team don't each ask a different person.
- Callie Brennan NoneIt'll say Paul first, then the support team, with the ticket route. Paul, are you comfortable being the first point of contact?
- Paul Rigby NoneI am. I'm the one who'll be looking at the numbers anyway.
- Helen Marsden NoneOne more question, then I'll stop. If the rule on repairs changes later, say the housing system is fixed at source, what happens to the history?
- Callie Brennan NoneGood question. If the source is fixed, the rule becomes harmless, because there'd be nothing left to drop. But the history stays as the brain has it, with the rule applied. I'd note the date of the change in the setup note so anyone reading it later knows.
- Helen Marsden NonePlease do. I'll need to explain it to the board in a footnote anyway.
- Callie Brennan NoneThen I'll write you the footnote wording as well, plain English, for you to adjust. Let me read back the list so we leave with the same one. Paul: the third month export and a few reopened job references, today or tomorrow. Helen: the written access request for the call recorder and complaints, this afternoon. Me: the comparison for all three months, the setup note, the one-page guide, and an update to Paul's ticket. And a short check-in next week to see where we are. Anything missing?
- Paul Rigby NoneThat's the lot for me.
- Helen Marsden NoneNothing missing. Thank you, Callie, that was clearer than I expected. I'll want the comparison with the figures in it before I write the pack, though.
- Callie Brennan NoneYou'll have the figures and where each came from. Thanks, both. Speak soon.
- Paul Rigby NoneCheers. Bye.
- Helen Marsden NoneKind regards, both. Goodbye.
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