Natalie Eze

Calderbrook Housing Group / BB-Demo – Qbr

Callcompleted

Calderbrook Housing Group: documents logo Calderbrook Housing Group: documents · 2025-01-27 14:45

At the 27 Jan 2025 QBR, Paul Rigby reported duplicate repairs rows since the housing system upgrade. Usage is spreading beyond two people. Tom Ashdown proposed a spring renewal conversation and no extra spend.

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What was said

What this says

Current to 11 Oct 26

At the 27 Jan 2025 QBR, Paul Rigby reported duplicate repairs rows since the housing system upgrade. Usage is spreading beyond two people. Tom Ashdown proposed a spring renewal conversation and no extra spend.

What happened: Paul Rigby showed repairs jobs counted twice since the housing system upgrade. Natalie Eze proposed a load rule keeping one row per job reference, as part of looking after the service rather than new work.

Customer view: Helen Marsden says the argument over pack figures is shorter than before. Paul used to spend most of a morning matching exports by hand, and had not raised a ticket for the duplicates.

Commercial: Tom Ashdown said no purchase is needed, as only a fraction of the 40 licensed users are active. He proposed a spring renewal conversation and will confirm Growth at £44,000 and the term to 1 Sep 2025 against the order form.

Watch: Paul is the only admin and a second is to be chosen. A satisfaction survey source would be a new connector, with room to be checked.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Duplicate rows and renewal
Importance
renewal
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
  • Natalie takes the duplicate row rule to engineers and gives Paul a date by Friday.
  • Tom confirms plan details and connector room against the order form and sends renewal diary options.
  • Helen and Paul choose a second admin that week.
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Risks

Current to 9 Oct 26
  • Duplicate job references inflate repairs counts for anyone asking in chat, not only on Paul's filtered dashboards.
  • Paul is the only admin, so the brain rests on one person until a second admin is chosen.
  • A batch survey source could stop loading properly if the survey tool changes.
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Opportunities

Current to 9 Oct 26
  • A satisfaction survey connector, if connector room on Growth allows, would add to the board view.
  • The finance team session and sharing Paul's dashboards with housing managers would deepen use.
  • Theme finding across tenant calls for the complaints team could show further value.
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Transcript

  1. Natalie Eze
    Natalie Eze None
    Afternoon, both. Helen, Paul, can you hear me alright? Tom's just joining, I think.
  2. Helen Marsden
    Helen Marsden None
    Afternoon, Natalie. Yes, fine. I can see Paul's here too.
  3. Paul Rigby
    Paul Rigby None
    Aye, I can hear you. Can you see my screen? I've shared it.
  4. Natalie Eze
    Natalie Eze None
    Not yet, it's just coming up. There we go. Is that the repairs report?
  5. Tom Ashdown
    Tom Ashdown None
    Sorry, sorry, I was stuck on another call. Hello, everyone. Helen, how's your week been? It's only Monday, I know, so that might be a daft question.
  6. Helen Marsden
    Helen Marsden None
    Hello, Tom. It's started, put it that way. A lot of people on leave and a lot of reports due. How are you?
  7. Tom Ashdown
    Tom Ashdown None
    Can't complain. Well, I could, but no one would listen. Right, Natalie, I'll let you drive. I'm only here to listen and nod, really.
  8. Natalie Eze
    Natalie Eze None
    Ha, we'll see about that. Paul, you've got something on screen already, so go on.
  9. Paul Rigby
    Paul Rigby None
    That's the repairs jobs by patch for last week. It's wrong. Double-counted again. Same job ref, two rows, and the total's inflated for three of the patches. Job refs are attached in my spreadsheet, I've put it in the chat.
  10. Helen Marsden
    Helen Marsden None
    And that's the one that goes into the repairs section of the board pack, so these don't reconcile with the figure the contractor team quote. The board will ask.
  11. Natalie Eze
    Natalie Eze None
    Okay. Thanks for flagging it now rather than later. Paul, when you say it's the same job ref twice, is that in the housing system itself or only on the dashboard?
  12. Paul Rigby
    Paul Rigby None
    In the housing system. Since the upgrade. I've checked the source table and it's there twice. Not the brain doing it.
  13. Natalie Eze
    Natalie Eze None
    Right, that's what I'd guess, and I'm glad you've checked it. The brain is faithfully copying both rows, because the source says there are two. What we can do is add a rule in the load, inside your own Snowflake account, so that only one row per job reference comes through. Then your dashboards don't need a workaround.
  14. Paul Rigby
    Paul Rigby None
    I've got a filter on mine. It catches most of it. Not all.
  15. Natalie Eze
    Natalie Eze None
    Sure, and the filter only protects your dashboard. If Helen or someone else asks a question in chat, they'd see the inflated count. A rule at the source of the load protects everyone.
  16. Helen Marsden
    Helen Marsden None
    That's my worry, to be honest. Paul knows about it. Nobody else does. Someone in the team asks the brain a question about repairs and quotes the answer in a meeting.
  17. Tom Ashdown
    Tom Ashdown None
    No drama, but I'd say that's worth sorting properly. Natalie, is that something that costs anything, or is it just part of looking after the thing?
  18. Natalie Eze
    Natalie Eze None
    It's part of looking after it. It's a data quality fix, not a new piece of work. I'll get it with our engineers this week and come back to Paul with a date.
  19. Paul Rigby
    Paul Rigby None
    Any update on this? Is what I'd ask in a week. So a date's good.
  20. Natalie Eze
    Natalie Eze None
    Fair. You'll have a date by the end of this week. Can you also tell me which patches and which job refs, so we can test against your list? The spreadsheet's perfect.
  21. Paul Rigby
    Paul Rigby None
    It's all in there. Job ref, patch, date, which row's the duplicate. I've kept it since the upgrade.
  22. Natalie Eze
    Natalie Eze None
    That's gold. Thank you. Right, I'll note that down and we'll move on, otherwise we'll lose the whole hour on it. QBR. Let me share mine. Can you all see the usage page?
  23. Helen Marsden
    Helen Marsden None
    Yes. It's quite a pleasing line.
  24. Natalie Eze
    Natalie Eze None
    It is. So over the last month you've averaged getting on for eight people active, and that's up by getting on for half again on the previous quarter. Questions asked are up with it. And the more interesting thing is the spread. Previously it was mostly Helen and Paul. Now there are several others asking regularly.
  25. Tom Ashdown
    Tom Ashdown None
    That's what I like to hear. Not one person holding it up.
  26. Helen Marsden
    Helen Marsden None
    It's mostly the analysts. And a couple of the housing managers have started asking things themselves, which I didn't plan. One of them asked about void properties by area and came to tell me the answer, a bit pleased with herself.
  27. Natalie Eze
    Natalie Eze None
    That's exactly the pattern. When people stop asking an analyst and start asking the brain, you've got the value you bought. Paul, your dashboards are on the page here as well. You've built quite a few.
  28. Paul Rigby
    Paul Rigby None
    Four. Maybe five. I use them before the morning stand up. If the repairs numbers are right I can say so in two minutes and we move on. If they're wrong I've got to go and find out why.
  29. Natalie Eze
    Natalie Eze None
    Which is why the duplicate rows matter so much to you. I get it.
  30. Paul Rigby
    Paul Rigby None
    Aye.
  31. Tom Ashdown
    Tom Ashdown None
    Can I ask, Paul, how was it before? Before the brain, before you had the dashboards?
  32. Paul Rigby
    Paul Rigby None
    Spreadsheets. I used to export from the housing system, then from the scheduling side, and match them by hand. Took most of a morning. Now it's there when I log in.
  33. Tom Ashdown
    Tom Ashdown None
    Brilliant. Most of a morning, every week?
  34. Paul Rigby
    Paul Rigby None
    Every week. Longer at month end.
  35. Helen Marsden
    Helen Marsden None
    And for me it's the pack. Before, three of us would spend days reconciling figures before the board pack could go out, and we'd still argue about which version was right. Now I can say where each figure came from. I'm not claiming it's perfect, we've just talked about a duplicate, but the argument is shorter.
  36. Natalie Eze
    Natalie Eze None
    I'm going to write that down more or less word for word, if that's all right. It's the sort of thing I want in the QBR summary.
  37. Helen Marsden
    Helen Marsden None
    Please do. Though check I've said it fairly. I don't want it to read as more than it is.
  38. Natalie Eze
    Natalie Eze None
    I'll send you the wording and you can change it. Let me go on to tickets, which is the dull page. You've had none in the last month. Is that a sign everything's fine, or have you been wrestling quietly?
  39. Paul Rigby
    Paul Rigby None
    Bit of both. The big ones got sorted. The duplicates I handle myself with the filter, so I didn't raise a ticket. Maybe I should have.
  40. Natalie Eze
    Natalie Eze None
    Raise it. Honestly. I'd rather have the ticket than not know. It gives us a record, and a clock on it.
  41. Paul Rigby
    Paul Rigby None
    Right. I'll put it in today with the job refs.
  42. Helen Marsden
    Helen Marsden None
    Please do, Paul. Then we're all looking at the same thing.
  43. Tom Ashdown
    Tom Ashdown None
    Leave that with me as well, if it helps. If it drags, I'll nudge from my end. But I doubt it will.
  44. Natalie Eze
    Natalie Eze None
    It won't. Right, availability. Nothing to report, nightly refresh has finished on time throughout the quarter. That's the page I'm happiest to show. Any thoughts on any of that?
  45. Helen Marsden
    Helen Marsden None
    No. It's been there when we've needed it. And that's the high bar for me. If the numbers aren't there before the pack goes out I'm in trouble.
  46. Natalie Eze
    Natalie Eze None
    Fine. So, looking ahead. Last time we talked, Helen, you were thinking about the complaints team and your finance team. Where did that get to?
  47. Helen Marsden
    Helen Marsden None
    The complaints team have started. I sat with two of them and we did a few questions together. The finance team, not yet. I wanted the arrears figures nailed down first, because they'll compare them straight away to the ledger.
  48. Natalie Eze
    Natalie Eze None
    Sensible. And I think we got to the bottom of the arrears timing in the new year, so you're clear to bring them in whenever you're ready. Do you want me to run the session?
  49. Helen Marsden
    Helen Marsden None
    Yes. On their own questions, if you can. They'll want to see it handle a month end.
  50. Natalie Eze
    Natalie Eze None
    Month end, then. Tom, I think that's one for you too, in the sense of keeping track of where the account's going.
  51. Tom Ashdown
    Tom Ashdown None
    Aye, absolutely. So, Helen, you've got forty licensed users, and from what Natalie's showing only a fraction of them are active, so there's no need to buy anything. If anything it's the reverse, I'd rather you filled the ones you've got before anyone talks to you about more.
  52. Helen Marsden
    Helen Marsden None
    I appreciate you saying that.
  53. Tom Ashdown
    Tom Ashdown None
    It's true. And the long game's better for both of us. I'd much rather you got the value and told your counterparts at other housing associations than I squeezed anything out of you.
  54. Helen Marsden
    Helen Marsden None
    Well. That's refreshing.
  55. Natalie Eze
    Natalie Eze None
    He means it, for the record. Helen, you mentioned something about satisfaction scores earlier, before the call, in your email.
  56. Helen Marsden
    Helen Marsden None
    Yes. The board would like repairs satisfaction alongside complaints, by area. At the moment satisfaction lives in a separate survey tool and I get an export from it. I wondered whether the brain could hold that as well, so it sits next to the repairs and complaints views.
  57. Natalie Eze
    Natalie Eze None
    In principle, yes. It would be a new source, so we'd need to connect it. Let me check what you've got left on connectors on the Growth plan before I promise anything. I believe you've got room, but I'd rather confirm than guess.
  58. Tom Ashdown
    Tom Ashdown None
    Same from me. I'll check the order form so we're not relying on memory, either of us. If it's within what you've got, it's just a piece of setup. No drama.
  59. Helen Marsden
    Helen Marsden None
    Can you show me the source for the satisfaction data, once it's connected? I'd want to know what's in it and how often it's refreshed. The survey results come in batches.
  60. Natalie Eze
    Natalie Eze None
    Yes. And that's a good point, because a batch source won't refresh nightly with new rows. We'd show the last updated date on the page, same as we're doing for arrears.
  61. Helen Marsden
    Helen Marsden None
    Good. That's what I'd want.
  62. Paul Rigby
    Paul Rigby None
    Can I ask a daft one? If the survey tool gets another upgrade, does that break it like the housing system did?
  63. Natalie Eze
    Natalie Eze None
    Not a daft question at all. It might, yes. If a source changes shape, a connector can stop loading properly, so we watch the number of records coming in. If it goes flat we'd see it, and we'd pick up the phone. It's also why I keep asking you to tell us before a system changes.
  64. Paul Rigby
    Paul Rigby None
    Right. I'll let you know.
  65. Helen Marsden
    Helen Marsden None
    Both of us will. It's on my list now.
  66. Natalie Eze
    Natalie Eze None
    Lovely. Let me ask about people and roles. Who's the main admin on your side? It's Paul, I think, for the day to day. Is there someone covering when Paul's off?
  67. Paul Rigby
    Paul Rigby None
    No. It's me. I'm off a week in the spring and it'll just sit.
  68. Helen Marsden
    Helen Marsden None
    Which is a fair point, and I'd rather not leave it that way. I could be a second admin, but I'm not the right person for the day to day. Perhaps one of the analysts.
  69. Natalie Eze
    Natalie Eze None
    I'd go for the analyst. Admin's a small job, mostly adding people and keeping an eye on the sources. I can run an hour with whoever you choose, and Paul can hand over his spreadsheet. It means the brain doesn't rest on one pair of hands.
  70. Tom Ashdown
    Tom Ashdown None
    That's something I'd have flagged on a renewal anyway, so good to do it now. Key person thing. Not that it's a worry.
  71. Paul Rigby
    Paul Rigby None
    I'll have a think who.
  72. Helen Marsden
    Helen Marsden None
    I'll have a think too, and we'll decide between us this week.
  73. Natalie Eze
    Natalie Eze None
    Great. Now, one thing about the pages themselves, if it's useful. Paul's dashboards are built from his questions. If you want, I can show you how to share them with the housing managers so they see the same numbers he does, rather than asking separately.
  74. Helen Marsden
    Helen Marsden None
    Yes, I'd like that. Share what's correct, rather than people creating their own versions.
  75. Paul Rigby
    Paul Rigby None
    Only once the duplicates are sorted, mind. I'm not sharing a wrong report with a dozen people.
  76. Natalie Eze
    Natalie Eze None
    Agreed. Duplicates first, then share. That's the order.
  77. Tom Ashdown
    Tom Ashdown None
    Good plan. Can I jump in on the commercial side, just so nobody's surprised? Helen, you're on Growth, £44k a year as I remember it, though I'll confirm against the order form and send you the details. Term runs to 1 Sep 2025. You've been with us since 2 Sep 2024, so you're nearly five months in.
  78. Helen Marsden
    Helen Marsden None
    That matches my understanding. £44k, yes.
  79. Tom Ashdown
    Tom Ashdown None
    Good. Nothing needs doing now. What I'd suggest is we get something in the diary for the spring, a proper renewal conversation, so it's not a rush in the summer. You'll have Natalie's usage summary by then, and we can talk about what you want from the next year rather than what the paperwork says.
  80. Helen Marsden
    Helen Marsden None
    That's sensible. I'd rather plan it than have it arrive. Will you need anything from me?
  81. Tom Ashdown
    Tom Ashdown None
    Only what you've already said today, really. What it's done for the board, what you'd like it to do next. And if anyone above you needs to be in the room, we'll arrange that.
  82. Helen Marsden
    Helen Marsden None
    I'd bring the person who signs it off, yes. But I'd want to show them the pack first. Can you show me the source, if they ask, is what I'm saying. I want the evidence ready.
  83. Natalie Eze
    Natalie Eze None
    That's what the summary's for. Each line will say where it comes from. And if there's a figure I can't evidence, I'll leave it out and say so.
  84. Helen Marsden
    Helen Marsden None
    Good.
  85. Tom Ashdown
    Tom Ashdown None
    Let's get something in the diary, then. I'll send a couple of options once I've had a look at everyone's calendars. Probably a month or so out from the end of the quarter.
  86. Natalie Eze
    Natalie Eze None
    While we're on diaries, the next QBR would be about a quarter from now. I'll send a date. Between now and then I'm happy to do the ad hoc sessions, the walkthroughs and the admin handover.
  87. Paul Rigby
    Paul Rigby None
    Can I go back to the duplicates a second? I want to be sure I've got what's happening and when.
  88. Natalie Eze
    Natalie Eze None
    Please do.
  89. Paul Rigby
    Paul Rigby None
    You get a date by Friday. You add a rule so one row comes through per job ref. I raise a ticket today. And I don't touch my filter until you say it's live.
  90. Natalie Eze
    Natalie Eze None
    That's exactly it. One more thing from me: once it's live, I'd like you to check last week's patch totals against your own count and tell me they're right. You know the figures better than anyone.
  91. Paul Rigby
    Paul Rigby None
    I will. They'll be right or I'll tell you.
  92. Helen Marsden
    Helen Marsden None
    That's the answer I wanted. Thank you, both.
  93. Natalie Eze
    Natalie Eze None
    Anything else anyone wants to raise? We've got a bit of time.
  94. Helen Marsden
    Helen Marsden None
    Just one. The complaints team asked me if the brain can pick out themes in tenant calls, rather than just count them. Is that fair to ask?
  95. Natalie Eze
    Natalie Eze None
    It's fair. The call recordings are one of the sources, so you can ask what tenants have been raising about, say, damp or heating in a given area and get a summary with the calls behind it. It's worth trying with the complaints team in the session. Bring a theme you already know is there, and we'll see whether it finds it.
  96. Helen Marsden
    Helen Marsden None
    That's a good test. If it finds the one we already know about, I'll believe it on the one we don't.
  97. Tom Ashdown
    Tom Ashdown None
    That's the right way to do it. Trust it on what you can check.
  98. Natalie Eze
    Natalie Eze None
    Anything else? Paul?
  99. Paul Rigby
    Paul Rigby None
    No. That's me.
  100. Natalie Eze
    Natalie Eze None
    Okay. Let me recap what everyone's got, so nobody leaves unsure. I take the duplicate row rule to our engineers and give Paul a date by Friday. I check your connector room for the satisfaction survey, with Tom confirming against the order form. I run the walkthrough for the finance team, built on month end, and a session for the new second admin. And I send the QBR summary with Helen's wording on it.
  101. Helen Marsden
    Helen Marsden None
    And from us. Paul raises the ticket today with the job refs. We decide on the second admin this week. I send you the questions from the finance team. And I tell you if any of our systems are going to move.
  102. Tom Ashdown
    Tom Ashdown None
    And I send some diary options for the renewal conversation in the spring, and confirm the plan details from the order form. Leave that with me.
  103. Natalie Eze
    Natalie Eze None
    That's everything. Thank you all. It's been a good quarter, honestly, and you should say so to your teams. Most of the credit's yours for actually using it.
  104. Helen Marsden
    Helen Marsden None
    Thank you, Natalie. We do tend to forget to say it. I'll pass it on.
  105. Paul Rigby
    Paul Rigby None
    Cheers. Speak Friday, then.
  106. Natalie Eze
    Natalie Eze None
    Friday it is. Take care, everyone.
  107. Tom Ashdown
    Tom Ashdown None
    Cheers, all. Speak soon.
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