Calderbrook Housing Group / BB-Demo – Check In
Callcompleted
Calderbrook Housing Group: documents · 2025-03-17 10:30
Helen Marsden found repair-linked complaints undercounted because many lack a property reference. Natalie Eze proposed a labelled tenant-based join. Helen also wants the neighbourhood teams on the brain using existing seats.
What was said
What this says
Current to 11 Oct 26Helen Marsden found repair-linked complaints undercounted because many lack a property reference. Natalie Eze proposed a labelled tenant-based join. Helen also wants the neighbourhood teams on the brain using existing seats.
What happened: Complaints logged against the tenant, not the home, could not join to repairs. Natalie proposed a tenant route within a date window, with inferred links labelled and tested in a copy first.
Customer view: Helen accepted the approach once links were labelled and her complaints team could sample-check them. She wants neighbourhood teams to ask the brain directly, with training and saved questions.
Commercial: Active use is about ten users a day against forty seats, up again by around two fifths. Natalie said no extra purchase is needed, and the term runs to 1 Sep 2025 with the renewal date on 2 Sep 2025.
Watch: Helen wants the time-saved estimate cautious, as the board will test it. These are 2025 calls, so the renewal outcome is not shown here.
Themes
Current to 9 Oct 26Theme
Complaints join, wider adoption
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Natalie raises the join change to run in a copy first, with inferred links labelled.
- Helen sends the neighbourhood teams' top questions by Friday and has her complaints team sample-check the links.
- Natalie sets up the training session and saved questions, and drafts the value summary before the quarterly review.
Risks
Current to 9 Oct 26- Handing neighbourhood teams logins without training or saved questions could give poor first answers and lose them.
- Tenant-based links could attach a complaint to the wrong repair if not windowed and labelled.
Opportunities
Current to 9 Oct 26- Neighbourhood teams can use the unused Growth seats without any extra purchase, deepening adoption ahead of renewal.
- Arrears reconciliation, the complaints join and the neighbourhood rollout give a three-part value story for the board.
Transcript
Helen Marsden NoneHello? Natalie, I think I'm in a bit early, is it just me?
Natalie Eze NoneMorning, Helen. No, I'm here, I was just muting a notification. Can you hear me okay?- Helen Marsden NoneYes, perfectly. Good morning. How was your weekend?
- Natalie Eze NoneQuiet, thankfully. I mostly caught up on sleep. Yours?
- Helen Marsden NoneWalking, and then the inevitable laundry. Anyway, if you don't mind, I'll start with the thing I'm chasing, because it's on my list for the next board pack.
- Natalie Eze NonePlease do.
- Helen Marsden NoneIt's the complaints and repairs section. The brain joins repairs tickets to complaints, and the number of complaints it links to a repair doesn't reconcile with the list the complaints team keeps by hand. Theirs is higher. The board will ask, and the complaints team will be sitting in the room.
- Natalie Eze NoneRight. Okay. So the brain shows fewer repair-related complaints than their list. Do you know how they decide a complaint is about a repair? Is it a tick box, or is it in the free text?
- Helen Marsden NoneI believe it's both. There's a category, but I also know they add some by reading the narrative. Which is, I suppose, where it starts to go wrong. Can you show me the source for the join?
- Natalie Eze NoneI can. Let me share. Just a moment while I find the right model.
- Natalie Eze NoneOkay, you should see it now. So the link between a repair and a complaint is made on the property reference. If both records carry the same reference, they join. If the complaint has no property reference, then it can't join, and it sits in the table as unlinked.
- Helen Marsden NoneHm. And how many sit as unlinked? Can you filter to those?
- Natalie Eze NoneYes. Give me a second. Right, so if I filter to complaints with a repair category but no property reference, that's the group. It's a fair number. More than I'd expect to be noise.
- Helen Marsden NoneThat will be it. The contact centre often logs a complaint against the tenant and not the home, particularly when it's a phone call. So the complaint is real, and it is about a repair, but it never gets a property reference.
- Natalie Eze NoneThat makes sense. So there's a second route we could use. Each tenant has an identifier on the complaint, and each tenancy has one current home. We could join on the tenant when the property reference is missing.
- Helen Marsden NoneWould that be reliable? Tenants move. And a tenant might have a repair at a previous address. I don't want to link a complaint to the wrong repair.
- Natalie Eze NoneThat's exactly the risk, and it's a good one to raise. What I'd suggest is we only use the tenant route if the repair was raised within a window either side of the complaint date, and we mark those links as inferred, so they're visible and separate from the exact matches.
- Helen Marsden NoneInferred as a separate label. Yes. That I could defend. If the board asks, I can say these many are exact and these are inferred, and show the rule.
- Natalie Eze NoneExactly. And then your complaints team can check a sample against their own list, so you're not just taking our word.
- Helen Marsden NoneI'd insist on that. I never accept an explanation without the figures, as your colleagues know.
- Natalie Eze NoneHa. I've noticed. It's why I like working with you.
- Helen Marsden NoneWell. Good. So who makes the change? Is that me, or you?
- Natalie Eze NoneIt's a small configuration change and one of our engineers can make it. I'll raise it myself so you don't have to, and I'll ask for it to run in a copy first, so your live numbers don't move until you've looked.
- Helen Marsden NoneSorry, I just had to read that back to my colleague, she's next to me. She says the contact centre are fine with the tenant route, provided it's labelled.
- Natalie Eze NoneGood, then we're agreed. Shall I move on to usage?
- Helen Marsden NoneYes, go on.
- Natalie Eze NoneSo, the last thirty days, about ten active users on an average day. It's holding up well and it's up again on the previous quarter, again by around two fifths. You've got forty licensed users, so we're using a quarter of the seats.
- Helen Marsden NoneA quarter. So there's room. That's something I wanted to talk to you about, actually.
- Natalie Eze NoneGo on, I'm listening.
- Helen Marsden NoneI'd like to bring in the neighbourhood teams. At the moment they get their figures from us in the BI team, by request. If they could ask the brain themselves, I'd get fewer requests, and they'd get answers the same day.
- Natalie Eze NoneI love that. And you wouldn't need to buy anything extra for it, you've got plenty of the forty seats left. What I'd want to avoid is just handing out logins and hoping. Would they need a bit of training first?
- Helen Marsden NoneDefinitely. They're not analysts. They know their patches and their tenants, but they won't know how to phrase a question so that it comes out right. And I'd want them asking about the things they're responsible for, not wandering off.
- Natalie Eze NoneWe can do a session for them. An hour on the basics, using your own data, so they see their patch and their tenants. And I'd suggest we set up a few saved questions for the neighbourhood teams, so they start with something that works.
- Helen Marsden NoneSaved questions would help enormously. Because if the first thing they try returns nonsense, I'll never get them back.
- Natalie Eze NoneAgreed. First impressions matter. So, it'd be helpful if you could give me a short list of the questions they ask you most. I can build from that.
- Helen Marsden NoneI can get you that. I'll ask two of the team leaders to write down their top few. Not a long list.
- Natalie Eze NonePerfect. Now, while we're on adoption, one thing in the data I wanted to show you. Your team have built several dashboards in the builder, and a couple of them are being opened by people outside the BI team.
- Helen Marsden NoneWhich ones? I'd like to know who's looking.
- Natalie Eze NoneSorry, bear with me, it's slow to load. Right. The tenant arrears overview and the repairs backlog one. Both are being opened by people in the complaints and rent teams, which is the audience you built them for.
- Helen Marsden NoneGood. That's what I'd hoped. That repairs backlog dashboard was quite a lot of work for one of my analysts, so I'm glad it's being used.
- Natalie Eze NoneIt's a good sign for you, genuinely. It shows the team investing in it, and people outside the team relying on it. That's what makes it stick.
- Helen Marsden NoneMm. Now, the other thing the board will ask is about value. I know the renewal isn't until the autumn, but they like to plan ahead.
- Natalie Eze NoneYes, the term runs to 1 Sep 2025, and the renewal date sits on 2 Sep 2025. Tom Ashdown will pick that up with you nearer the time, but as your CSM I want you to have the value case before then, so it's not a surprise.
- Helen Marsden NoneThat's fair. Forty-four thousand a year is a number they'll remember. I want to be able to say what it bought.
- Natalie Eze NoneThen let's make it concrete. The arrears reconciliation we did last time, the complaints and repairs join we've just talked about, and the neighbourhood teams coming on. Those three together make a decent story. And I'll quantify the time saved with you, using your own estimate of how long the work took before.
- Helen Marsden NoneI'll give you my estimate, but I'd rather you were cautious than generous. The board are not fools.
- Natalie Eze NoneCautious it is.
- Helen Marsden NoneRight. Is that everything from you?
- Natalie Eze NoneAlmost. A quick recap so we're both clear. I raise the change to the repairs and complaints join, run in a copy, with inferred links labelled. You get your complaints team to check a sample against their list. You send me the neighbourhood teams' top questions, and I set up the training session and the saved questions. And I'll draft the value summary for you ahead of the quarterly review.
- Helen Marsden NoneThat's exactly it. I'll send you the questions by Friday. And if the sample check throws anything up, I'll tell you straight away.
- Natalie Eze NoneGreat. Thanks, Helen. Have a good week.
- Helen Marsden NoneAnd you. Speak soon. Kind regards, as ever.
- Natalie Eze NoneCheers. Bye.
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