Natalie Eze

Calderbrook Housing Group / BB-Demo – Check In

Callcompleted

Calderbrook Housing Group: documents logo Calderbrook Housing Group: documents · 2025-07-14 13:15

Helen Marsden says the renewal is still open while IT scopes an alternative. She wants a value summary and a plain note on data ownership. Arrears reconciles, repairs history is nearly settled, and usage is steady.

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What was said

What this says

Current to 11 Oct 26

Helen Marsden says the renewal is still open while IT scopes an alternative. She wants a value summary and a plain note on data ownership. Arrears reconciles, repairs history is nearly settled, and usage is steady.

What happened: The arrears note worked and sits in the board pack appendix. Open repairs jobs reconcile, and Helen only needs the earlier months shown before and after.

Customer view: On renewal Helen said it is still open, with IT scoping and no date. She asked for a value summary with sources and a short note on what happens to the data if Calderbrook leaves.

Commercial: Natalie Eze explained the brain runs in Calderbrook's own Snowflake account, so the tables stay with them. The contract runs to 1 Sep 2025, and Tom will send renewal paperwork checked against the order form.

Watch: Questions still come from a small group with Helen a large part of it. Two repairs people have started asking, which reduces that key-person risk.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Renewal open, IT scoping build
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 to send the earlier repairs months before and after this week.
  • Natalie to send IT a short plain note that the data stays in Calderbrook's Snowflake account.
  • Natalie to send a value summary draft in a couple of weeks and brief Tom before renewal paperwork goes out.
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Risks

Current to 9 Oct 26
  • IT is scoping an in-house build and Helen has no date or decision rights on the renewal.
  • Most questions come from a small group with Helen a large part of it, a key-person risk.
  • The renewal date is under two months out with no commitment from Calderbrook.
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Opportunities

Current to 9 Oct 26
  • A value summary showing which board pack parts the brain feeds can make the case to IT and the board.
  • Two repairs staff have started asking questions and a half hour session could deepen their use.
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Transcript

  1. Natalie Eze
    Natalie Eze None
    Hello Helen, good afternoon. Can you hear me? I've got the camera sulking again.
  2. Helen Marsden
    Helen Marsden None
    Afternoon, Natalie. I can hear you, I just can't see you, which may be a blessing.
  3. Natalie Eze
    Natalie Eze None
    Give me a second. There. Better?
  4. Helen Marsden
    Helen Marsden None
    Yes, there you are.
  5. Natalie Eze
    Natalie Eze None
    It's just me today. Tom's tied up, but he knows what we're covering and I'll pass everything on. How's your week been? Any calmer than last time?
  6. Helen Marsden
    Helen Marsden None
    Calmer. It's the first Monday in a while where I haven't had an email about a figure before nine. I'm choosing to take that as progress.
  7. Natalie Eze
    Natalie Eze None
    I'll take that as well. So the idea of today is quite light. A look at how things are running, whether the notes I sent have done what you needed, and where we've got to on the renewal. Is that okay?
  8. Helen Marsden
    Helen Marsden None
    That's fine. Can I start with the notes, though? Because I read them properly last week.
  9. Natalie Eze
    Natalie Eze None
    Please do.
  10. Helen Marsden
    Helen Marsden None
    The arrears one was what I needed. The households in arrears reconcile once the day's movement is rolled forward, and the table in the arrears section of the board pack now sits next to the housing system extract. I put that note in the appendix.
  11. Natalie Eze
    Natalie Eze None
    Good. I was hoping you'd say it that way round, that it's in the appendix rather than something you had to explain away.
  12. Helen Marsden
    Helen Marsden None
    Yes. And nobody on the board went through it line by line this time, which I'd like to think is because it was clear, but it may be because they ran out of time.
  13. Natalie Eze
    Natalie Eze None
    Either way, I'll take it. What about the repairs one?
  14. Helen Marsden
    Helen Marsden None
    The repairs section is nearly there. Open jobs reconcile now. I've got one question left, which is the history. You told me before you touched it, and I appreciated that, but I want to be sure the earlier months in the pack still tell the same story as the ones the board saw.
  15. Natalie Eze
    Natalie Eze None
    That's a fair thing to check. I can send you the earlier months before and after, side by side, so you can see exactly what moved and what didn't. I'd rather you saw it than took my word for it.
  16. Helen Marsden
    Helen Marsden None
    Please. That's the one thing I'd be embarrassed about, a historic figure quietly changing.
  17. Natalie Eze
    Natalie Eze None
    Understood. I'll do that this week. Now, on usage. Can I share my screen?
  18. Helen Marsden
    Helen Marsden None
    Go ahead.
  19. Natalie Eze
    Natalie Eze None
    Okay, so this is the last month. No tickets from your team at all, which after the last couple of months is a bit of a change. Active users are about ten on average, and that's up slightly on the quarter. It's steady. Nothing here that worries me.
  20. Helen Marsden
    Helen Marsden None
    No tickets because nothing's gone wrong, or no tickets because people have stopped trying?
  21. Natalie Eze
    Natalie Eze None
    That's a good question, and I'd ask it too. The questions people are asking are still coming through, so I don't think it's the second one. If it had gone quiet, you'd see that here, and you don't.
  22. Helen Marsden
    Helen Marsden None
    Right. Fine. Show me which questions, though, if you can.
  23. Natalie Eze
    Natalie Eze None
    I can't give you individual wording on this view, but I can show you who's asking and roughly what about. It's mostly your team on arrears and repairs, and a handful of people from outside it. A couple of those are new since we last spoke.
  24. Helen Marsden
    Helen Marsden None
    That'll be the repairs people. Two of them came to a session with my team and asked if they could log in themselves.
  25. Natalie Eze
    Natalie Eze None
    That's exactly the thing we talked about. They've got access already under the forty licences, so there's nothing for you to do on that. If you'd still like me to run a session for them on their own data, I'm happy to.
  26. Helen Marsden
    Helen Marsden None
    Let me think about that. I'd like it, but I'd want to be sure it's a good use of their time. They're stretched.
  27. Natalie Eze
    Natalie Eze None
    Of course. It could be as short as half an hour. You pick.
  28. Helen Marsden
    Helen Marsden None
    Half an hour I can sell.
  29. Natalie Eze
    Natalie Eze None
    Then half an hour it is, whenever suits them. Just tell me when.
  30. Natalie Eze
    Natalie Eze None
    While I've got this up, one more thing. I want to flag the key-person point again, gently. Most of the questions are still coming from a small group, and you're a big part of that. It's not a criticism. It's just that if the group were away, the picture would go quiet very quickly.
  31. Helen Marsden
    Helen Marsden None
    I know. It's why the two repairs people matter. I'd like it to be less about me.
  32. Natalie Eze
    Natalie Eze None
    Then that's a good aim for the next few months, whatever else happens.
  33. Helen Marsden
    Helen Marsden None
    Which brings us to the thing you wanted to ask.
  34. Natalie Eze
    Natalie Eze None
    It does. So, the renewal. The contract runs to 1 Sep 2025 and the renewal date is 2 Sep 2025, so we're a little under two months out. I own the renewal conversation on our side and Tom owns the commercial terms. Where have you got to, as far as you can say?
  35. Helen Marsden
    Helen Marsden None
    Honestly, it's still open. The IT scoping is going on. I've given my input and I've said what I think the brain does that a build might not. But it's not my decision and I don't have a date for it.
  36. Natalie Eze
    Natalie Eze None
    That's honest, and I appreciate it. Can I ask what would help you most, in the meantime?
  37. Helen Marsden
    Helen Marsden None
    Two things. First, the value summary you mentioned. What it's been used for, and which parts of the board pack it feeds. With the sources.
  38. Natalie Eze
    Natalie Eze None
    Yes. That's already started. I'll have a draft for you in a couple of weeks so you can tell me what's missing before it goes anywhere.
  39. Helen Marsden
    Helen Marsden None
    Good. Second, and this is more for the IT people. They'll want to know what happens to the data if we don't continue. I don't know the answer well enough to say it myself.
  40. Natalie Eze
    Natalie Eze None
    That one's straightforward, and I'd rather be clear about it. The brain is built and run inside your own Snowflake account. So the data and the models sit with you. Nothing is locked away on our side.
  41. Helen Marsden
    Helen Marsden None
    So if we left, the tables would still be ours.
  42. Natalie Eze
    Natalie Eze None
    They're in your account, so yes. What you'd lose is the layer we run on top, the chat, the search and the pages. But the underlying data stays where it is. I can put that in writing for IT if it helps.
  43. Helen Marsden
    Helen Marsden None
    It would. Short, plain, something I can forward. They don't like reading a lot.
  44. Natalie Eze
    Natalie Eze None
    Short and plain. I'll send it with the summary, or before if I can.
  45. Helen Marsden
    Helen Marsden None
    Thank you. Can I ask you something awkward?
  46. Natalie Eze
    Natalie Eze None
    Always.
  47. Helen Marsden
    Helen Marsden None
    If you were in my position, what would you say to the board about whether it's worth it? Not as a sales pitch. As a person.
  48. Natalie Eze
    Natalie Eze None
    Hmm. I'd say it's worth it if the board pack depends on it and the figures hold. You've had a rough couple of months on that, and the reconciliation was the right thing to chase. If the pack is cleaner and quicker to produce than it was, that's the value. If it isn't, then the board should know that. I'd want the summary to show it either way, not just the good bits.
  49. Helen Marsden
    Helen Marsden None
    That's a better answer than I expected.
  50. Natalie Eze
    Natalie Eze None
    I'd rather you could trust it.
  51. Helen Marsden
    Helen Marsden None
    I do, mostly. Keep sending the source and I'll keep trusting it.
  52. Natalie Eze
    Natalie Eze None
    That's the deal. Right, let me pull together what we've got. I'll send the earlier months before and after this week. I'll send the short note on where the data lives. The value summary draft is a couple of weeks away. And you'll tell me about the repairs session when you've had a word with them.
  53. Helen Marsden
    Helen Marsden None
    And I'll tell you anything I hear from IT as soon as I hear it. I don't want you finding out from someone else.
  54. Natalie Eze
    Natalie Eze None
    Thank you. And I'll let Tom know where things stand so he's not guessing before he sends the renewal paperwork.
  55. Helen Marsden
    Helen Marsden None
    Please do. He was quite careful about not quoting anything from memory last time, which I liked.
  56. Natalie Eze
    Natalie Eze None
    That's Tom. He'll confirm everything against the order form.
  57. Helen Marsden
    Helen Marsden None
    Good. I think that's me, then. It was a calmer call than the last one.
  58. Natalie Eze
    Natalie Eze None
    I think we both prefer it that way. Thanks for your time, Helen, and for being so straight with us.
  59. Helen Marsden
    Helen Marsden None
    Thank you, Natalie. Speak soon.
  60. Natalie Eze
    Natalie Eze None
    Speak soon. Bye.
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