Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group: documents · 2024-10-21 09:45
Earlier onboarding call with Paul Rigby, the repairs analyst and admin. Two of four connectors were live, the housing extract was waiting on access, and he reported duplicated jobs in the housing system's own output.
What was said
What this says
Current to 11 Oct 26Earlier onboarding call with Paul Rigby, the repairs analyst and admin. Two of four connectors were live, the housing extract was waiting on access, and he reported duplicated jobs in the housing system's own output.
What happened: Callie Brennan walked through the connector list, with the helpdesk and call recorder live and the housing extract and arrears feed waiting on access. Paul showed a weekly repairs report with the same job reference appearing twice.
Customer view: Paul wants to keep to repairs and said he has been burnt before by people who set things up and vanish. He will not invite repairs managers until the numbers are right.
Commercial: Forty licensed users and only a few logged in, so adoption is gated on the mapping. Paul is the day-to-day admin and the working relationship sits with him.
Watch: access depends on a colleague in IT and an unnamed finance owner, and Callie said the date moves if access is late.
Themes
Current to 9 Oct 26Theme
Connector access and duplicates
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 Rigby asks his IT colleague for read-only access to the housing extract and sends his duplicate-jobs spreadsheet.
- Callie Brennan sends a forwardable access note, then runs the sample load and reports back in writing.
- Paul identifies who in finance owns the arrears feed so Callie can ask for access in writing.
Risks
Current to 9 Oct 26- The housing extract and arrears feed remain unconnected until access is granted in writing.
- Paul Rigby has been burnt before by vendors who vanish, so delays or silence would cost trust.
- Few of the forty licensed users are active and invitations are on hold until the repairs data is clean.
Opportunities
Current to 9 Oct 26- Paul Rigby can become a self-sufficient admin if the setup note and walk-throughs are delivered.
- Repairs managers have said they would use the brain once the numbers are right.
Transcript
Callie Brennan NoneMorning, Paul. Can you hear me alright? I've got you showing as joined but your picture's still a grey circle.
Paul Rigby NoneMorning. Aye, I can hear you. Camera's off, it's fine. I've got the report up already if you want it.- Callie Brennan NoneBrilliant, we'll get to it. Let me give you the plan for the next hour first, so you know where we're heading. Three things. First, I walk through what's connected so far and what isn't. Second, we look at the repairs mapping, because I know that's the one you care about. Third, I tell you what I need from your side before we switch on the refresh, and we put a date against each step.
- Paul Rigby NoneFine by me. Keep it to repairs and I'll be happy.
- Callie Brennan NoneHa, understood. Repairs first then, but I'll want to touch the others briefly, because the whole point is that your team gets tenant calls, complaints and arrears alongside the repairs jobs.
- Paul Rigby NoneMm. That's more Helen's side of things. I do the repairs reporting and I look after the admin settings. That's me.
- Callie Brennan NoneThat's absolutely fine, and it's worth saying out loud, because it means you're the person who'll run this day to day. So everything I show you today, I'm going to leave in a setup note you can keep. Nothing in your head only, nothing in mine.
- Paul Rigby NoneGood. I've been burnt before with people who set a thing up and then vanish.
- Callie Brennan NoneUnderstood. Right, let me share my screen. Can you see the connector list?
- Paul Rigby NoneYep. Four things in it. Two are green, two are grey.
- Callie Brennan NoneThat's exactly right. The green ones are the helpdesk and the call recorder. Those are live because the credentials came through last week in writing, and I never start a connector without written access. The two grey ones are the housing management system extract and the arrears feed. They're grey because I'm still waiting on access, and I'll come to that.
- Paul Rigby NoneRight. The repairs jobs come out of the housing system. That's the one I need.
- Callie Brennan NoneYes, that's the grey one. So what I need from your side is a read-only account on that extract, and the name of whoever in your IT team owns it, so I'm not guessing who to ask when something changes.
- Paul Rigby NoneThat'd be a colleague in IT. I can ask him today. He'll want to know it's read-only.
- Callie Brennan NoneIt's read-only, and everything sits inside your own Snowflake account, so the data doesn't leave your estate. I'll put that in a short email you can forward to him, in plain words, so he's not reading a contract.
- Paul Rigby NoneThat'll help. He's careful.
- Callie Brennan NoneGood. Careful is what you want. Now, you said you've got a report. Do you want to show me?
- Paul Rigby NoneAye. Sharing now. Can you see it? It's the weekly repairs jobs by patch. Look at this column. Those numbers are too high. Double-counted again.
- Callie Brennan NoneOkay. Give me a second to take that in. So this is a report out of the housing system itself, not out of the brain.
- Paul Rigby NoneOut of the housing system. Since they upgraded it. Same job turns up twice. Different line, same job ref.
- Callie Brennan NoneRight. And you've seen this in the system's own output, before anything of ours has touched it.
- Paul Rigby NoneYes. I've kept a spreadsheet. Every one I've found, with the job ref. I can send it you.
- Callie Brennan NonePlease do. That's genuinely useful, because it tells me what the duplicates look like before I design the mapping. I'd much rather build around a real list of examples than a description. Does the duplicate always have the same job reference?
- Paul Rigby NoneSame job ref, yes. Other fields can differ a bit. Date stamp, usually.
- Callie Brennan NoneOkay. That matters. If the job reference is stable, then it's our natural key, and what I'd propose is that the brain treats the job reference as the identity of a repair. One reference, one job, whichever line arrived last wins. But I'm not going to promise that until I've run it against your spreadsheet. I don't say it'll be fine about a mapping I haven't checked.
- Paul Rigby NoneThat's fair. I'd rather you checked.
- Callie Brennan NoneSo step one for me is take your spreadsheet, load a sample extract, and see whether the duplicates collapse. I'll tell you the result in writing.
- Paul Rigby NoneWhen?
- Callie Brennan NoneIf the access arrives this week, I can have the sample run by the end of next week. If it doesn't, the date moves, and I'll say so rather than let it drift.
- Paul Rigby NoneRight. Fair enough.
- Callie Brennan NoneLet me show you the other part now, the admin side. You're the admin, so these are your screens. Users first. You've got forty licensed users. At the moment how many people have logged in, do you know?
- Paul Rigby NoneMe. Helen. One of her analysts. Maybe someone else, I'm not sure.
- Callie Brennan NoneThat's about what I see. A few people, and that's normal at this stage. Nobody expects forty on day one. What I'd like is for you to decide who the next group is, and I'll run a short session for them once the repairs data is behaving.
- Paul Rigby NoneThe repairs managers would use it if the numbers were right. They won't if they're not.
- Callie Brennan NoneWhich is the best argument I've heard for doing the mapping properly before anyone else is invited in. So we hold the invitations until the sample run is clean. Agreed?
- Paul Rigby NoneAgreed. No point showing them rubbish.
- Callie Brennan NoneGood. Now, refresh timing. Once everything's connected, the nightly refresh finishes by 07:00 on business days. Does that suit your morning stand-up?
- Paul Rigby NoneStand-up's a bit after that. So aye, as long as it's there by then. I look at the dashboard before I go in.
- Callie Brennan NoneThat's the one I'll aim at then. Before we switch on the refresh, I'll also run the first load manually, so you see the numbers once, with me, rather than discovering them on your own at seven in the morning.
- Paul Rigby NoneI like that.
- Callie Brennan NoneLet me read back the list so we both have it. One, you ask your colleague in IT for read-only access to the housing extract, and I send you a forwardable note today. Two, you send me the spreadsheet of duplicate jobs. Three, I run the sample and report back in writing. Four, we decide who gets invited next. Five, first manual load together, then the refresh goes live. Anything missing?
- Paul Rigby NoneThe arrears feed. That's not mine. Someone in finance does that.
- Callie Brennan NoneGood catch. Then step six is: you tell me who in your finance team owns the arrears feed, and I ask them for access in writing, the same way. I won't touch it until they've said yes.
- Paul Rigby NoneI'll find out who. Don't want to say the wrong name.
- Callie Brennan NoneNo rush on that one. It's the last connector, and the repairs data comes first anyway.
- Paul Rigby NoneRight. Anything else from you?
- Callie Brennan NoneOnly that the setup note comes after the call, and it'll have all six steps with dates against them. If anything in it looks off to you, say. Thanks for being so clear about what's wrong, Paul. It makes my job a lot easier.
- Paul Rigby NoneRight. I'll get that list sent over. Cheers.
- Callie Brennan NoneThanks, Paul. Speak soon.
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