Calderbrook Housing Group / B-Brain – 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 26Who was there
B-Brain
Them
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.