Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group: documents · 2024-10-14 11:45
Onboarding call where Calderbrook's repairs figures were double-counted. The raw table showed the duplicates arriving from the housing system. Helen Marsden wants one row per job and a traceable source before the board sees numbers.
What was said
What this says
Current to 11 Oct 26Onboarding call where Calderbrook's repairs figures were double-counted. The raw table showed the duplicates arriving from the housing system. Helen Marsden wants one row per job and a traceable source before the board sees numbers.
What happened: Callie Brennan showed that the raw landing table already held two rows per job since the housing system upgrade, differing in a status field. Helen Marsden chose one row per job with the latest status, to be written into the setup note.
Customer view: Helen wants every board figure traced to its source and would rather delay the repairs section than show something provisional. Paul Rigby wants to run the system himself and pressed on the ticket being open for a week.
Commercial: Growth licence of forty users with only a handful logging in. Heads of service are held back until Paul signs off the repairs counts, so adoption depends on this fix landing.
Watch: the rent arrears connector is still waiting on a credential from Calderbrook's finance team.
Themes
Current to 9 Oct 26Theme
Repairs duplicates and onboarding
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 Brennan sends the read-only access request for arrears straight after the call.
- Callie builds and tests the one-row-per-job mapping this week and sends before and after counts to Paul Rigby.
- Helen Marsden chases finance for the credential, and the group meets again the following Monday to decide who is switched on.
Risks
Current to 9 Oct 26- Board figures stay unreconciled until the de-duplicated mapping is tested and Paul Rigby signs it off.
- The rent arrears connector is blocked on a credential from Calderbrook's finance team.
- Only a handful of the forty Growth users are logging in, and wider rollout waits on the repairs fix.
Opportunities
Current to 9 Oct 26- Once repairs counts are signed off, heads of service can be switched on to repairs and complaints pages.
- A clear click-through to source tables can build trust with the board audience Helen Marsden answers to.
Transcript
Callie Brennan NoneHello, can you hear me all right? I've got the recording running, so you should see the banner.
Paul Rigby NoneAye, I can hear you. Morning. Helen's just finding the link, she's on a different laptop today.- Callie Brennan NoneNo problem at all. Morning, Paul. We'll give her a minute. How's the week been so far?
- Paul Rigby NoneBusy. The repairs backlog's been a bit of a monster since the housing system upgrade, so I've been in spreadsheets since half seven.
Helen Marsden NoneSorry, sorry, I'm here. Morning both. Can you see me? There's some camera thing it keeps asking about.- Callie Brennan NoneWe can hear you fine, Helen, picture's optional. Right, so, here's the plan for the next forty-five minutes. First, a quick look at where the connectors are. Second, the repairs mapping, because I know that's the one on your mind. Third, who does what before we switch on the nightly refresh for everyone. Then next steps, with a date against each. Does that work?
- Helen Marsden NoneThat works. Can I say one thing first? The board pack has a repairs completed section, and the figure we pulled last week doesn't reconcile with what the housing management system reports. It's out by quite a lot. The board will ask.
- Paul Rigby NoneI've got it up, I'll share it. Hang on. Can you see that? That's the report. Double-counted again. Every job that was raised after the upgrade shows twice.
- Callie Brennan NoneYes, I can see it. Right, that's useful, thank you. Can you scroll across so I can see the job reference column? Mm. And those two rows with the same reference, same operative, same timestamp.
- Paul Rigby NoneSame everything. Job ref attached on the ticket I raised. I put three examples on it with screenshots.
- Callie Brennan NoneI've got the ticket open, yes. What I want to do before I say anything about cause is look at the source rather than guess. Can I ask, when the upgrade went in, did the housing system change how it writes a job? Does a job now have a parent record and a child record?
- Paul Rigby NoneI couldn't tell you for sure. I know the scheduler side. I'd have to ask the supplier's support, and they're slow.
- Helen Marsden NoneCan I come in there? Whatever the reason, I need to be able to show the board where each figure comes from. Can you show me the source for that number, not just a corrected number?
- Callie Brennan NoneAbsolutely, and that's the right thing to ask for. In the brain every figure on a page traces back to the table it came from in your Snowflake account, so you can click through. I'll show you that in a moment on the repairs table.
- Helen Marsden NoneGood. Thank you.
- Callie Brennan NoneOkay, connectors first, quickly, so we know where we stand. The housing management system connector is live and loading. Tenant calls from the call recorder are landing. The complaints source is connected but I want to check one field. And rent arrears is the one still waiting on a credential from your side.
- Paul Rigby NoneArrears, aye. That's with our finance team. They want to know exactly what the account can read before they sign it off.
- Callie Brennan NoneFair enough, and that's sensible. What I need from your side is a read-only account, written access in an email, and a note of which tables it covers. I never start a connector without it in writing, so there's no pressure, but it's the thing holding up the arrears picture.
- Helen Marsden NoneI'll chase finance today. Can you send me wording they can approve? They're more comfortable with something that's already been written down.
- Callie Brennan NoneYes, I'll send a short access request straight after this call, listing the tables and saying read-only, nothing written back to your systems.
- Paul Rigby NoneCan we go back to repairs? Because that's what I'm getting asked about at stand-up.
- Callie Brennan NoneOf course. Let me share my screen. Can you see the repairs table? Right. This is the raw landing table, straight from the connector, before any mapping. And this is the mapped view that feeds your dashboards. Now watch the count when I filter to one of your example job references.
- Paul Rigby NoneTwo rows in the raw table as well.
- Callie Brennan NoneTwo rows in the raw table, yes. So the duplication is arriving from the source, it isn't being created by the brain. That's useful to know. I'd rather say that because I've checked it than because it's convenient.
- Helen Marsden NoneSo the housing system is sending each job twice.
- Callie Brennan NoneFor jobs created since the upgrade, that's what this table shows. I'm not going to say why, because I don't know that yet. What I can do is look at which columns differ between the pair. Give me a second. Mm. There's a status field that differs. One says raised, one says scheduled.
- Paul Rigby NoneThat'd make sense, actually. The upgrade split the workflow. Raised and scheduled used to be one step.
- Callie Brennan NoneThat maps cleanly onto what I'm seeing, then. So there are two ways to handle it. We can keep one row per job reference in the mapping, taking the latest status. Or we can keep both rows and add a flag. Which would you prefer for the board numbers, Helen?
- Helen Marsden NoneOne row per job, latest status. The board pack counts jobs, not events. But I'd want it written down that we've done that and why, so that when somebody asks in a year we can say.
- Callie Brennan NoneAgreed. I'll write that into the setup note, with the rule and your reasoning, and I'll keep the raw table untouched so you can always go back.
- Paul Rigby NoneAnd when's that going to be in? Any update on the ticket, I mean. It's been open a week.
- Callie Brennan NoneFair challenge. I'll build the de-duplicated mapping this week and test it against your three examples plus a sample of others. Then I'll re-run it and send you before and after counts. I'd like you to check it against your spreadsheet before it goes anywhere near a dashboard.
- Paul Rigby NoneI'll do that. I keep every one of them in the spreadsheet anyway.
- Helen Marsden NoneWhich is the only reason we've been able to argue about the numbers at all, so thank you, Paul.
- Callie Brennan NoneRight, third thing, and then I'll let you get back to your morning. The licence is for forty users on Growth, and at the moment only a handful of people are actually logging in. Before we switch on the nightly refresh for everyone, I'd like to agree who the first group is.
- Helen Marsden NoneMy team of analysts, certainly. Paul, obviously. And I'd like a couple of the heads of service to see the repairs and complaints pages, but not until the numbers are right. I'm not putting a wrong figure in front of them.
- Callie Brennan NoneThat's the order I'd choose too. Analysts first, heads of service once Paul has signed off the repairs counts. The refresh is complete by seven in the morning on business days, so they'll open it to fresh data.
- Paul Rigby NoneWill I be able to run all that myself? I don't want to be ringing you every time.
- Callie Brennan NoneThat's exactly where I want to get to. By the end of onboarding you should be able to add users, check a connector and re-run a refresh without me. I'll leave a setup note and we'll do a walk-through together in the next session. Tom and Natalie are also around on the commercial and adoption side, but day to day, I want it to be you.
- Helen Marsden NoneCan I just check the board pack timing? The next one is not far off, and I'd rather leave the repairs section as it is than put in something provisional.
- Callie Brennan NoneThat's a decision for you, and I'd say your instinct is sound. If the corrected mapping is in and Paul's checked it, you can use it. If not, keep your existing figure and footnote it. I wouldn't hurry it.
- Helen Marsden NoneThank you. That's helpful. I'd rather be late than wrong.
- Callie Brennan NoneSo, to recap. I send the access request for arrears today. I build and test the one-row-per-job mapping this week and send before and after counts. Paul checks them against his spreadsheet. Helen chases finance for the credential. Then we meet again next Monday and decide who gets switched on.
- Paul Rigby NoneRight. Sounds fine.
- Helen Marsden NoneThank you, Callie. Kind regards.
- Callie Brennan NoneThanks, both. Speak soon. Thanks, Callie.
- Callie Brennan NoneSorry, I left the recording on. Stopping it now.
Callsmade from