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Calderbrook Housing Group: documents · 2025-05-23 12:30
Helen Marsden says two months of repairs figures in the board pack still do not reconcile. She will not widen use until the history is clean. Renewal was raised only briefly, with a value review to be booked.
What was said
What this says
Current to 11 Oct 26Helen Marsden says two months of repairs figures in the board pack still do not reconcile. She will not widen use until the history is clean. Renewal was raised only briefly, with a value review to be booked.
What happened: Helen opened on the repairs completed figure in section three, which is wrong for the first two months after the housing system upgrade. Natalie Eze said the earlier fix stops new duplicates but does not correct history, so a re-run is needed.
Customer view: Helen wants before and after evidence with the dropped job rows, because the board will ask why the figure moved. The arrears query is closed as a timing difference and the old dashboards are archived.
Commercial: Helen will not bring in repairs supervisors until the history is clean. She named finance as likely attendees at the value review, with a hands-on director.
Watch: Natalie said she is not an engineer and has yet to confirm the re-run with the team. The Growth contract ran to 1 Sep 2025, and the scheduled monthly report has no date.
Themes
Current to 9 Oct 26Theme
Repairs history reconciliation
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Natalie to confirm the re-run with the team and send before and after figures for both months with the dropped job rows.
- Helen to draft the section three footnote wording and Natalie to check it is accurate.
- Natalie to arrange the dashboards builder session with Paul and set a date for the value review.
Risks
Current to 9 Oct 26- Two months of repairs figures in the board pack are still wrong until the re-run is done and confirmed.
- Helen will not widen use or commit on renewal until the repairs history is clean.
- A hands-on finance director is likely to join the value review and test the contract terms.
Opportunities
Current to 9 Oct 26- Repairs supervisors could be added under the 40 Growth licences once the figures are right.
- A dashboards builder session could deliver the scheduled monthly report Helen asked for.
Transcript
Natalie Eze NoneHello Helen, can you hear me? My headset's been a bit temperamental today.
Helen Marsden NoneI can hear you fine. Afternoon. Sorry, I'm eating a sandwich, it's been back to back.- Natalie Eze NoneDon't apologise, go ahead. It's Friday, nobody's expecting miracles. Is it the board pack still?
- Helen Marsden NoneIt's the pack, yes. And actually that's where I'd like to start. The repairs completed figure in section three. It's better, but these don't reconcile yet with the housing system for two of the months. Can I show you what I mean?
- Natalie Eze NonePlease. I'm happy to look. Paul's not on today, is he?
- Helen Marsden NoneNo, he's out until Monday. It's just me, I'm afraid. So I might not have the job refs to hand.
- Natalie Eze NoneThat's fine. Let's go at it from the numbers. Which two months?
- Helen Marsden NoneThe first two after the housing system upgrade. The later months look right now. It's those two that are still high.
- Natalie Eze NoneOkay. That actually fits what I was going to tell you. The fix that came out of Paul's ticket handles the repeated lines going forward, so the new months are being counted once. What it doesn't do automatically is go back and correct the history. That needs a re-run on the older months.
- Helen Marsden NoneSo the two months in my pack are wrong because nobody has re-run them.
- Natalie Eze NoneThat's my understanding, yes. I want to be careful, I'm not an engineer, so I'd like to confirm that with the team before I say it's certain. But I'd expect the re-run to bring those two months in line.
- Helen Marsden NoneCan you show me the source once it's done? Not just tell me it's fixed. I'll need the before and after.
- Natalie Eze NoneYes. I'll ask for the before and after on both months, with the job rows that dropped out, so you can see exactly what changed.
- Helen Marsden NoneThat's what I need. The board will ask why the figure moved, and I need a clean answer.
- Natalie Eze NoneTotally. And I'd add a one-line note to the pack that the earlier figures were restated, with the reason. Boards generally take that better than a quiet change.
- Helen Marsden NoneYes, I'd already thought that. Section three footnote. I'll draft the wording and you can check it's accurate.
- Natalie Eze NoneHappy to. Okay, can I ask how the team's finding it generally? Beyond the repairs figures.
- Helen Marsden NoneFine. Steady. About the same people, about the same use. I did what I said I'd do, I asked my analysts to ask more of their own questions, and I think two of them have started.
- Natalie Eze NoneThat's good to hear. Active users is sitting around ten on average, so it's flat against the last quarter. It's not moved, which is neither good nor bad. The forty licences are there if you want to bring more people in.
- Helen Marsden NoneI'm not ready to widen it. Not until the repairs history is clean. After that, perhaps the repairs supervisors, Paul's been wanting to.
- Natalie Eze NoneThat would be a sensible order. Once the numbers are right, a small group of supervisors is a good test. I can do a session with them too, same as I'd do for your analysts.
- Helen Marsden NoneLet's see. I don't want to promise them anything before it's fixed.
- Natalie Eze NoneFair enough. Did the arrears question get resolved, by the way? Paul was going to check the timing with finance.
- Helen Marsden NoneYes. It was timing. Finance had run theirs a few days after month end. Once Paul lined them up they matched, so that one's closed. I've just got the repairs one.
- Natalie Eze NoneGood, one fewer thing. And the old dashboards?
- Helen Marsden NoneArchived. Paul did that the same week. It's cleaner now.
- Natalie Eze NoneLovely. Look, I'll mention renewal only briefly, because I know you've got your hands full. You're on Growth, the contract runs to 1 Sep 2025, and renews on 2 Sep 2025. I'd like to put some time in the diary in the next few weeks for that value review we talked about last time.
- Helen Marsden NoneYes. I think that's wise. Once the pack's out and the repairs history is fixed, I'll have a better sense of what I can say about it.
- Natalie Eze NonePerfect. Is there anyone else who'll need to be in that conversation? Finance, procurement?
- Helen Marsden NoneProbably someone from finance. Our director's quite hands-on with contracts. I'll let you know closer to the time. I don't want to bring anyone in before I know what I'm going to say.
- Natalie Eze NoneThat's sensible. I'll keep Tom Ashdown in the loop on my side, as we agreed.
- Helen Marsden NoneGood. One more thing, the scheduled monthly report I asked about. Any movement?
- Natalie Eze NoneI've logged it with your wording, which I said I'd do. I haven't got a date and I don't want to make one up. What I can do is show you how to build it with the dashboards builder so you get most of the way there. Would half an hour next week help?
- Helen Marsden NoneIt would, thank you. Paul can come to that one as well, he's better at the building side than I am.
- Natalie Eze NoneGreat, I'll send something round for after he's back. Anything else on your side?
- Helen Marsden NoneNo, I think that's it. Oh, actually, can you send me a note of what we've agreed? I like to have it written down for the file.
- Natalie Eze NoneOf course. I'll send it this afternoon. The re-run on the two older months with before and after, the footnote wording from you, the dashboard session next week, and the date for the value review.
- Helen Marsden NoneThat's it. Thank you, Natalie. Have a good weekend.
- Natalie Eze NoneYou too, Helen. Enjoy what's left of your sandwich. Speak soon, bye.
- Helen Marsden NoneKind regards, bye.
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