Callie Brennan

Calderbrook Housing Group / BB-Demo – Training

Callcompleted

Calderbrook Housing Group: documents logo Calderbrook Housing Group: documents · 2024-10-31 12:00

Training call on 31 Oct 2024 with Helen Marsden and Paul Rigby. Two data problems surfaced that feed the board pack: arrears do not reconcile and repairs are double-counted. Forty licences are held but about four people are active.

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What was said

What this says

Current to 11 Oct 26

Training call on 31 Oct 2024 with Helen Marsden and Paul Rigby. Two data problems surfaced that feed the board pack: arrears do not reconcile and repairs are double-counted. Forty licences are held but about four people are active.

What happened: Callie Brennan trained Helen and Paul on pages, search, chat, the dashboards builder and admin. Helen's arrears question became the live example, and Paul showed a repairs report double-counting jobs since the housing system upgrade.

Customer view: Helen trusts the brain only where she can click back to the source. She is holding back wider rollout until she trusts the numbers.

Commercial: Growth headroom is large, with forty licences and about four active users. Helen will return with names for extra users, but the rollout depends on the reconciliation being fixed.

Watch: Both figures go into the board pack under Helen's name. Callie has promised nothing yet on either fix, only checks and a view by Monday.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Data trust before rollout
Importance
complaint
Sentiment
mixed
Voice
champion
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Helen to send the board pack arrears definition in writing with the section reference today.
  • Paul to send a sample of repairs jobs with job references and written approval to change the mapping.
  • Callie to compare arrears side by side and give a view on the repairs dedupe by Monday.
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Risks

Current to 9 Oct 26
  • The arrears figure from the brain does not reconcile with the board pack figure, which erodes trust in the Growth subscription.
  • The repairs report double-counts jobs since the housing system upgrade, and Paul removes duplicates by hand each Monday.
  • Housing system changes are not signalled to BB-Demo in advance, so mapping can break unnoticed.
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Opportunities

Current to 9 Oct 26
  • Forty licences are held and about four are active, so team leaders in housing and complaints could be added.
  • A shorter search-focused session for new users was offered and Helen will send names.
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Transcript

  1. Callie Brennan
    Callie Brennan None
    Hello, hello. Can you hear me alright? I can see Helen. Paul, I think you're still on mute.
  2. Paul Rigby
    Paul Rigby None
    Sorry. Yep. Can you hear me now?
  3. Callie Brennan
    Callie Brennan None
    Perfectly. Brilliant, that's everyone. Happy Halloween, by the way. Are you doing anything for it up in Leeds or is it just me with a bowl of sweets by the door?
  4. Helen Marsden
    Helen Marsden None
    Nothing here. We had a fancy dress charity thing in the office at lunchtime, but I managed to be in a meeting.
  5. Paul Rigby
    Paul Rigby None
    I wore a hat. That counts.
  6. Callie Brennan
    Callie Brennan None
    That counts. Right, so the plan for the next hour or so. First, I'll walk you round how the brain is laid out: pages, search and chat. Then we'll ask it real questions on your data, and I want you both driving, not me. Then the dashboards builder, because Paul, I know that's the one you care about. Then twenty minutes for admin: connectors, the nightly refresh, users. Last bit is questions and what I need from your side before we finish. Does that work?
  7. Helen Marsden
    Helen Marsden None
    That works. Can I say the one thing I'm chasing first? It might change what we use as the example.
  8. Callie Brennan
    Callie Brennan None
    Please. That's exactly what I'd rather do the training on.
  9. Helen Marsden
    Helen Marsden None
    It's the rent arrears figure in the board pack, the arrears section. The number I get from the housing management system and the number that the brain gave me last week don't reconcile. They're close, but the board will ask, and I can't tell them close.
  10. Callie Brennan
    Callie Brennan None
    Understood. And that's a fair thing to chase. What I'd like to do is use that as the live question in the chat section, so you see how to get from an answer back to the source record. And I'll be straight with you: I haven't checked that mapping end to end yet, so I'm not going to tell you it's fine. We'll find out together.
  11. Helen Marsden
    Helen Marsden None
    Good. I'd rather that than a guess.
  12. Callie Brennan
    Callie Brennan None
    Okay. I'm sharing my screen now. You should see the home page of your brain. Shout if it's too small.
  13. Paul Rigby
    Paul Rigby None
    Bit small. Can you zoom in?
  14. Callie Brennan
    Callie Brennan None
    Is that better?
  15. Paul Rigby
    Paul Rigby None
    Yep. Grand.
  16. Callie Brennan
    Callie Brennan None
    So three things to hold in your head. Pages are the brain's own write-ups: one for a tenant, one for a property, one for a topic like complaints. They build themselves from the sources and they update at each refresh. Search is just that, finding things across every connected source at once. And chat is where you ask a question in plain English and it answers, with the sources underneath. Most people start in search and end up living in chat.
  17. Helen Marsden
    Helen Marsden None
    When you say it builds the pages itself, who decides what goes on a page? Because our board pack sections have to be consistent every month.
  18. Callie Brennan
    Callie Brennan None
    Good question. The structure is set when we map the fields, and that's what I did with you in the setup weeks. What goes on the page is whatever the mapped fields hold at the last refresh. So if the mapping is right the page is consistent, and if a source changes underneath us, the page changes with it. Which is partly why I want Paul watching the refresh.
  19. Paul Rigby
    Paul Rigby None
    I watch it most mornings.
  20. Callie Brennan
    Callie Brennan None
    I know you do. We'll get to that. Let's do search first. Helen, in the search bar at the top, type something you'd actually look for. A topic, not a name.
  21. Helen Marsden
    Helen Marsden None
    Right. Damp and mould complaints. That's the sort of thing the board asks about.
  22. Callie Brennan
    Callie Brennan None
    Perfect. Hit enter and give it a second.
  23. Helen Marsden
    Helen Marsden None
    Oh. That's a lot. There's tenant calls, there's complaints records, a few repairs tickets. They're all in one list.
  24. Callie Brennan
    Callie Brennan None
    That's the point of it. Each result has a little label for where it came from. Try the filter on the left and narrow it to complaints only.
  25. Helen Marsden
    Helen Marsden None
    Done. Okay, that's cleaner. Can I see where this one came from? Can you show me the source?
  26. Callie Brennan
    Callie Brennan None
    Click the title, then the source link at the top right. That takes you to the original record, not our copy of it.
  27. Helen Marsden
    Helen Marsden None
    Right. Yes. That matches what's in the complaints log. I'd have trusted it less if it hadn't let me do that.
  28. Callie Brennan
    Callie Brennan None
    That's the whole design. Nothing in the brain you can't click back to. Okay, chat. Same bar, but switch the toggle to chat. And Helen, ask the arrears question. Phrase it the way you'd ask a colleague.
  29. Helen Marsden
    Helen Marsden None
    Give me a moment, I'm typing it properly. What is the total rent arrears across all tenancies as at the last refresh?
  30. Callie Brennan
    Callie Brennan None
    Good. Now, before you read the answer, look at the line underneath it. It says how it worked it out.
  31. Helen Marsden
    Helen Marsden None
    It's given me a figure and it's listing the sources. Housing management system, the finance extract. And then there's a note that says it excluded some records. I don't know what it excluded.
  32. Callie Brennan
    Callie Brennan None
    Mm. Click on that note. That's the bit I want to look at.
  33. Helen Marsden
    Helen Marsden None
    It says records with a status of closed are excluded. Well, that might be it. Our board figure includes former tenant arrears. I can't say that's what it is, but it's a candidate.
  34. Callie Brennan
    Callie Brennan None
    That's useful, and I'm glad you spotted it rather than me. Here's what I'm going to do and I'll put it in the setup note. I'll check how the closed status is mapped against your arrears definition, with your finance team's definition in front of me, and I'll come back to you with the figure side by side. What I need from your side is the definition they use for the board pack, in writing.
  35. Helen Marsden
    Helen Marsden None
    I can get you that. It's in the appendix to the pack. I'll send it over today, with the section reference, so you can see what the board actually sees.
  36. Callie Brennan
    Callie Brennan None
    Lovely. And one more thing worth saying while we're here. You can ask the brain to show its working, so try typing, show me the records behind that total.
  37. Helen Marsden
    Helen Marsden None
    Right. Typing.
  38. Helen Marsden
    Helen Marsden None
    It's given me a table. Oh, that's useful. I can sort it. Can I export this?
  39. Callie Brennan
    Callie Brennan None
    Yes, top right, the download button. It gives you a spreadsheet. That's your reconciliation, effectively: your figure from the housing system on one side, this on the other.
  40. Helen Marsden
    Helen Marsden None
    That's what I wanted in the first place. I just didn't know it was there.
  41. Callie Brennan
    Callie Brennan None
    Which is exactly why we're doing a training call. Okay, Paul, I'm conscious I've been talking to Helen. Let's get to yours. You said you've got a report that's wrong?
  42. Paul Rigby
    Paul Rigby None
    Aye. I'll share. Hang on. Where's the button. Right, can you see it?
  43. Callie Brennan
    Callie Brennan None
    I can. That's your repairs completed report.
  44. Paul Rigby
    Paul Rigby None
    That's it. Since the housing system upgrade it's been double-counted. Same job, two lines. I've got a sheet of every one. It was right before the upgrade and it's wrong now. Every Monday I have to take them out by hand before the stand-up.
  45. Callie Brennan
    Callie Brennan None
    Okay. And is that in the source itself, or only in what the brain shows you?
  46. Paul Rigby
    Paul Rigby None
    Both. I've checked. Job ref attached, I can send you a few.
  47. Callie Brennan
    Callie Brennan None
    Please do. That's really helpful. So what we can do is deduplicate at the mapping layer on the job reference, so the brain counts a job once whatever the source sends. But I'm not going to promise it until I've looked at which field is stable across both lines. What I need from your side is a sample extract with the job references and the dates, and written confirmation you're happy for me to touch that mapping.
  48. Paul Rigby
    Paul Rigby None
    I can do that. Today if I can. Is it a big job?
  49. Callie Brennan
    Callie Brennan None
    Small, if the field is clean. I'll tell you by Monday whether it is.
  50. Paul Rigby
    Paul Rigby None
    Right. Ta.
  51. Helen Marsden
    Helen Marsden None
    Callie, could I just add, because I know you hear about this from Paul and not from me. The repairs number goes into the pack as well. If it's wrong it's my name on it, not his.
  52. Callie Brennan
    Callie Brennan None
    That's noted, and it's why I'd put it ahead of anything else on the list. Let's get Paul able to see it himself at least. Paul, can I get you to build a dashboard? Not a big one.
  53. Paul Rigby
    Paul Rigby None
    Go on then.
  54. Callie Brennan
    Callie Brennan None
    In the left menu there's dashboards. You've got the builder because you're on Growth. Click new, and give it a name. Repairs, weekly.
  55. Paul Rigby
    Paul Rigby None
    Done. It's asking me what I want to add.
  56. Callie Brennan
    Callie Brennan None
    Add a tile. Choose a question, not a chart type. Ask it, repairs completed per week for the last quarter. The chart follows the question.
  57. Paul Rigby
    Paul Rigby None
    It's drawn a bar chart. It's got the double count in it. You can see the spikes, look. Those weeks are higher than they should be.
  58. Callie Brennan
    Callie Brennan None
    That's honest at least. It's showing you what the source says. Keep the tile, and when we fix the mapping this one corrects itself at the next refresh. You won't need to rebuild it.
  59. Paul Rigby
    Paul Rigby None
    That's something. Any update on that, when you've got it, just message me.
  60. Callie Brennan
    Callie Brennan None
    I will. Now try adding a second tile. Complaints opened by week, and then drag it next to the first.
  61. Paul Rigby
    Paul Rigby None
    Got it. Hang on, it's put it underneath. Right, dragged. Can I make that one smaller?
  62. Callie Brennan
    Callie Brennan None
    Grab the corner. Yes. That's the whole trick, really. Anyone who can ask a question can build a tile, so please don't keep it as a thing only you do.
  63. Paul Rigby
    Paul Rigby None
    I'd not planned to.
  64. Callie Brennan
    Callie Brennan None
    Good. Because that leads to the admin part. Let me stop sharing and then you share, Paul, the admin console.
  65. Paul Rigby
    Paul Rigby None
    Right, that's the admin page. Users, connectors, refresh. I've not been in here much since set up.
  66. Callie Brennan
    Callie Brennan None
    That's fine, but it's yours now. First thing, click users. You're licensed for forty, and I know how many are actually using it, but tell me what you see.
  67. Paul Rigby
    Paul Rigby None
    Forty licences. And, well, four or so are active in a typical month. Me, Helen, a couple of the analysts.
  68. Callie Brennan
    Callie Brennan None
    Which is a very normal place to be a few weeks in. There's a lot of headroom there. The people who get the most out of this are usually the ones who feed the board pack and the people who answer the board's follow-up questions. Is that more than four people?
  69. Helen Marsden
    Helen Marsden None
    It is. There are team leaders in housing and in complaints who'd use it if they knew what to do with it. I've been holding back until I trust the numbers.
  70. Callie Brennan
    Callie Brennan None
    That's sensible, and I'd not push you. But you could add a handful now, the ones who'd use it for search rather than reporting, where the reconciliation doesn't bite. And I can do a shorter session just for them.
  71. Helen Marsden
    Helen Marsden None
    Let me think about who. I'll come back to you with names, perhaps next week.
  72. Callie Brennan
    Callie Brennan None
    That's fine. Paul, next, click connectors.
  73. Paul Rigby
    Paul Rigby None
    There's the list. Housing management system, the helpdesk, the call recorder, the finance extract. All green.
  74. Callie Brennan
    Callie Brennan None
    Green means the last load worked. If one goes amber it's usually because something changed in the source: a password, a field renamed, a system upgrade. The upgrade you had is a perfect example. Click on the housing system and tell me what it says for last refresh.
  75. Paul Rigby
    Paul Rigby None
    It says it finished at five past six this morning.
  76. Callie Brennan
    Callie Brennan None
    Which is before the stand-up, and before seven, which is the commitment. The nightly refresh is done by 07:00 on business days. If you ever come in and it's not, that's a ticket, and it's a high priority one as far as I'm concerned.
  77. Paul Rigby
    Paul Rigby None
    Good to know. I'd have just waited.
  78. Callie Brennan
    Callie Brennan None
    Don't wait. Raise it. We'd much rather you raised twenty than sat on one. And please don't add or change a connector yourself without telling us. Not because you can't, but because I'd want the access in writing and the mapping checked before we switch it on.
  79. Paul Rigby
    Paul Rigby None
    Understood.
  80. Helen Marsden
    Helen Marsden None
    Can I ask one more, on the pages? When the housing system changes again, as it will, what's the warning we get?
  81. Callie Brennan
    Callie Brennan None
    Honestly, the best warning is you telling us before it happens. Paul, that's a thing for you and whoever runs the housing system to agree: a quick note to us before any upgrade. We'll check the mapping the day it lands rather than finding out from your Monday report.
  82. Paul Rigby
    Paul Rigby None
    I can set that up. I know the lad who does the upgrades.
  83. Helen Marsden
    Helen Marsden None
    That would have saved us a month.
  84. Callie Brennan
    Callie Brennan None
    It would. Okay. Let's summarise what I've got, and then I'll go quiet and let you ask anything I've skipped. From Helen: the board pack definition of arrears, in writing, with the section reference, today. From Paul: a sample of the repairs jobs with job references, and your written okay for me to touch the mapping. From me: the arrears comparison side by side, and a view on the repairs dedupe by Monday, and the setup note written up by Wednesday.
  85. Helen Marsden
    Helen Marsden None
    And names for the extra users from me, next week.
  86. Callie Brennan
    Callie Brennan None
    Yes, thank you. Any other questions?
  87. Helen Marsden
    Helen Marsden None
    Just one. If the arrears figure turns out to be the closed status, who decides how it should be treated? Is that you, or us?
  88. Callie Brennan
    Callie Brennan None
    You. It's your definition. I'd just make sure the brain follows it and that it's written down, so it doesn't depend on anybody's memory, mine included.
  89. Helen Marsden
    Helen Marsden None
    Good. That's what I wanted to hear.
  90. Paul Rigby
    Paul Rigby None
    Nowt from me. I'll send the sample after this.
  91. Callie Brennan
    Callie Brennan None
    Brilliant. Thanks both, that was a really good session. Speak soon.
  92. Helen Marsden
    Helen Marsden None
    Thank you, Callie. Kind regards to the team.
  93. Paul Rigby
    Paul Rigby None
    Cheers.
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