Esther Quaye

Calderbrook Housing Group / BB-Demo – Qbr

Callcompleted

Calderbrook Housing Group: documents logo Calderbrook Housing Group: documents · 2025-09-15 11:15

Helen Marsden showed nine customer-built dashboards but said active use is lower than hoped and the board will question forty licences. Her digital team is scoping an in-house option. She wants a fair value account before any renewal talk.

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What was said

What this says

Current to 11 Oct 26

Helen Marsden showed nine customer-built dashboards but said active use is lower than hoped and the board will question forty licences. Her digital team is scoping an in-house option. She wants a fair value account before any renewal talk.

What happened: Esther Quaye ran the 15 Sep 2025 QBR. There were no open tickets. Helen walked through the dashboards her team built, with repairs used most.

Customer view: Helen is proud of the dashboards but admits usage is below expectation. The board may ask why forty licences are held when so few people are active.

Commercial: Helen confirmed the Growth tier cost of £44,000 a year matches her finance team's records. The contract end date given on the call was 1 Sep 2026. The call does not show what happened at that renewal.

Watch: Helen's digital team is scoping something on its own platform, and she cannot say where it will end up. The pack also rests heavily on one analyst.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Dashboards built, usage questioned
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
  • Esther Quaye to send the post-call note, copied to Daniel, and a date for the usage and value summary.
  • Esther Quaye to offer session times after the board cycle for the managers and the analyst.
  • Helen Marsden to send session names, the team's hours-saved estimate and the board member line.
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Risks

Current to 9 Oct 26
  • An in-house platform option from Calderbrook's digital team could displace the brain at renewal.
  • Active use is below the forty licences held, and the board may question that.
  • The board pack depends heavily on one analyst.
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Opportunities

Current to 9 Oct 26
  • A value account setting hours saved against cost would support the Growth renewal.
  • Short manager sessions and a dashboard maintenance session could widen use.
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Transcript

  1. Esther Quaye
    Esther Quaye None
    Hello Helen, good morning. Can you hear me? I've got a slightly odd echo on my side.
  2. Helen Marsden
    Helen Marsden None
    Morning, Esther. I can hear you fine. No echo here, at least not yet.
  3. Esther Quaye
    Esther Quaye None
    Oh good, I'll mute my other tab, that'll be it. Thank you for making the time. How's your week been so far?
  4. Helen Marsden
    Helen Marsden None
    Busy, but in a better way than last week. We've sent the draft pack round, so I've got a little breathing space. And you?
  5. Esther Quaye
    Esther Quaye None
    Fine, thank you. Rather a lot of rain in London, but I got in dry. Right, shall I start with where things stand, just so we're aligned? I'll go through the open tickets first and then we'll move on to the review itself.
  6. Helen Marsden
    Helen Marsden None
    Please do.
  7. Esther Quaye
    Esther Quaye None
    So I looked at the helpdesk this morning, and there's nothing open for Calderbrook. Nothing raised in the last month either. I wanted to check that with you, because quiet isn't always the same as fine.
  8. Helen Marsden
    Helen Marsden None
    It's fine, mostly. Daniel went through the repairs figure with us. He sent the comparison, nightly records against the housing system dates, and it explained most of the movement. A few late-logged jobs, as he'd guessed, though he was careful not to say so until he'd shown us.
  9. Esther Quaye
    Esther Quaye None
    Yes, I've seen his note, and I've logged it against the account so it isn't lost. I'm glad it helped. Did it close the question for the board?
  10. Helen Marsden
    Helen Marsden None
    It closed it for me. I'll say that the footnote in the repairs section now explains the timing, and that's what the board needed. It didn't need a ticket in the end, so we didn't raise one.
  11. Esther Quaye
    Esther Quaye None
    That makes sense. And if anything does look odd, please do raise it, even if it feels small. I'd much rather chase something early.
  12. Helen Marsden
    Helen Marsden None
    Understood. Daniel said the same.
  13. Esther Quaye
    Esther Quaye None
    Good, so we're all saying the same thing. Right. For today I thought we'd cover four things: how the team is using the brain, what's been built, what it's been worth to you, and what comes next. Is there anything you'd like to add to that?
  14. Helen Marsden
    Helen Marsden None
    Only that I'd like the dashboards to have proper time. That's what I most want to talk about.
  15. Esther Quaye
    Esther Quaye None
    Then we'll make sure they do. Shall I begin with usage, so we get the less comfortable bit out of the way?
  16. Helen Marsden
    Helen Marsden None
    Go on.
  17. Esther Quaye
    Esther Quaye None
    You have forty licences. Over the last month, on average, seven or eight people are active on a given day. That's roughly a quarter lower than the quarter before. I know Daniel raised this with you recently, so I'm not springing it on you, but I wanted it on the table in the review.
  18. Helen Marsden
    Helen Marsden None
    No, it's fair. It's the same picture. The people who built the dashboards are the people who use it, and they're few. The managers still read the pack rather than logging in.
  19. Esther Quaye
    Esther Quaye None
    Right. And is that a worry for you, or is that how you'd always expected it to work?
  20. Helen Marsden
    Helen Marsden None
    Both, honestly. I never expected every manager to be in there daily. But I did expect more than this, and the board will ask why we hold forty licences if so few are used.
  21. Esther Quaye
    Esther Quaye None
    Yes. I've logged that. I'll say what I think is fair: the licences are a ceiling rather than a target, and the real question is whether the right people are getting what they need from the pack and the dashboards. Which brings me to the part I'm looking forward to. Can you tell me about what your team has built?
  22. Helen Marsden
    Helen Marsden None
    Yes. Let me share my screen. Can you see it? It's the board pack contents page.
  23. Esther Quaye
    Esther Quaye None
    I can see it, yes. Lovely, it's clear.
  24. Helen Marsden
    Helen Marsden None
    So, my team has built nine dashboards now, and every one of them maps to a section of the board pack. Repairs, complaints, arrears, tenant satisfaction, and so on. The idea was that nobody should have to ask where a number came from. You click the figure and you see the source.
  25. Esther Quaye
    Esther Quaye None
    Nine. That's wonderful, Helen. I knew it was more than a handful but I hadn't realised it was nine.
  26. Helen Marsden
    Helen Marsden None
    Nine. And they built them themselves. I'd like that recognised, because it's the best of what they've done this year.
  27. Esther Quaye
    Esther Quaye None
    It should absolutely be recognised. And I'll say so in the notes. Can I ask which one gets the most use?
  28. Helen Marsden
    Helen Marsden None
    Repairs, by a distance. It's the one the board looks at first, and it's the one that used to take us the longest to stitch together. Let me open it. This is the repairs performance one. This line here is jobs completed in the month. And if I click through, you get the list underneath.
  29. Esther Quaye
    Esther Quaye None
    And that's the one where the figure used to be out.
  30. Helen Marsden
    Helen Marsden None
    Yes, though it's explained now. The explanation sits right under the number, so when someone asks, we don't have to go hunting for the answer.
  31. Esther Quaye
    Esther Quaye None
    That's a really good use of it. Just so we're aligned, that's the dashboards builder, which comes with your Growth tier, and it's you and your team who've done the building, not us. I think that's worth saying to the board in those words.
  32. Helen Marsden
    Helen Marsden None
    I'd like to. That's partly what I wanted to raise. I'm trying to put together a short account of what the brain does for the pack, and I'd like your help making sure it's accurate.
  33. Esther Quaye
    Esther Quaye None
    Of course. What would you like it to contain?
  34. Helen Marsden
    Helen Marsden None
    Which sections depend on it. How the pack was put together before, and how it's put together now. And what the team does with the time. I'd want your usage figures to sit alongside, but only if they make sense in context.
  35. Esther Quaye
    Esther Quaye None
    I think the usage figures need a sentence of explanation, because on their own they look worse than the picture really is. A small group, doing a lot, producing the pack. That's a different story from forty people drifting away.
  36. Helen Marsden
    Helen Marsden None
    I'd say so too. But I don't want to dress it up. If the board asks, I'll say the number of users is lower than we hoped.
  37. Esther Quaye
    Esther Quaye None
    I think that's the right instinct. I'd rather you were direct, and had the dashboards to point to.
  38. Helen Marsden
    Helen Marsden None
    Thank you. That's what Daniel said as well.
  39. Esther Quaye
    Esther Quaye None
    He and I have been talking, so you'll find we're giving you the same message. He asked me to pass on that he's still working on the usage and value summary, and I've logged that against his name so it doesn't fall between us.
  40. Helen Marsden
    Helen Marsden None
    Good. I was going to ask who had it.
  41. Esther Quaye
    Esther Quaye None
    I'd say between us, and I'll come back to you with a date once I've spoken to him. I don't want to give you one I can't stand behind.
  42. Helen Marsden
    Helen Marsden None
    That's all I need. Not a promise, just a name and a date when you have one.
  43. Esther Quaye
    Esther Quaye None
    Understood. Can I ask about the other eight? You've shown me repairs. I'd love to see how the others are used, if you've time.
  44. Helen Marsden
    Helen Marsden None
    Yes. Complaints next. This one is where the tenant calls come in. It's the one I was most nervous about, because it's the least tidy data we have, and the call recordings sit alongside the formal complaints log.
  45. Esther Quaye
    Esther Quaye None
    Mm. How has it come out?
  46. Helen Marsden
    Helen Marsden None
    Better than I expected. Look, you can see the themes by month, and underneath, the number of formal complaints. They don't always agree, and that's useful. Where a theme is rising and the formal count isn't, we see it earlier than we used to.
  47. Esther Quaye
    Esther Quaye None
    That's exactly the sort of thing that brings the calls and the log together. I've noted that, because it's a good example for your account.
  48. Helen Marsden
    Helen Marsden None
    And arrears. Let me go to it. This is rent arrears by area. It ties to the housing system within the week's timing, which is all I can ask for.
  49. Esther Quaye
    Esther Quaye None
    And the tenant satisfaction one?
  50. Helen Marsden
    Helen Marsden None
    That's the newest. It's still a bit rough. The team is tidying the labels at the moment. I'd be a bit embarrassed to show it to the board as it is.
  51. Esther Quaye
    Esther Quaye None
    Then we'll leave it be. I won't put that one in the notes as finished.
  52. Helen Marsden
    Helen Marsden None
    Thank you. The rest are variants of these, really. A couple for the audit committee, a couple that are used only inside my team to check things.
  53. Esther Quaye
    Esther Quaye None
    It's an impressive amount of work, and I'm not just saying that. I see a lot of accounts, and nine dashboards built by the customer's own team tells me they've invested in it.
  54. Helen Marsden
    Helen Marsden None
    We have. Which is why I find the in-house conversation uncomfortable.
  55. Esther Quaye
    Esther Quaye None
    Would you tell me a bit more about that? Only what you're comfortable sharing.
  56. Helen Marsden
    Helen Marsden None
    I told Daniel, so you may know. Our digital team has started scoping something on our own platform. To be clear, it isn't my plan. I've been asked for input, and I've given it, and I've said that the thing the brain does well is the joined-up view across tenant calls, repairs and arrears. But I'm honest that I can't tell you where it will end up.
  57. Esther Quaye
    Esther Quaye None
    Thank you for being so open. I've logged that. And I'm sure your digital colleagues know their own platform well, so I wouldn't want to say anything about their work. What I can do is make sure you have a clear and fair account of what the brain contributes, so that whoever is deciding has the whole picture.
  58. Helen Marsden
    Helen Marsden None
    That's all I'm after. A fair account. I don't want to be the one defending something with nothing in my hand.
  59. Esther Quaye
    Esther Quaye None
    You won't be. Let me ask something practical. If I were your finance director reading that account, what is the one thing I'd want to know?
  60. Helen Marsden
    Helen Marsden None
    What it costs against what the team would spend doing it by hand. The pack used to take us the better part of a fortnight to stitch together. Now the stitching is mostly gone and we spend the time checking and explaining.
  61. Esther Quaye
    Esther Quaye None
    That's a strong sentence. Is there any way of putting even a rough figure on those hours, from your side? I wouldn't invent one for you.
  62. Helen Marsden
    Helen Marsden None
    I can ask the team to estimate. They'll be honest. They don't like guessing in front of me.
  63. Esther Quaye
    Esther Quaye None
    Then that's better than anything I could write. If they give me their estimate I'll lay it next to the usage figures and the dashboards, so you have three things in one place.
  64. Helen Marsden
    Helen Marsden None
    Good. I'd also want the cost on the page, plainly. The board will ask what it is.
  65. Esther Quaye
    Esther Quaye None
    Of course. It's forty-four thousand a year on the Growth tier, as contracted, and that's what's been invoiced. No surprises there, as far as I can tell.
  66. Helen Marsden
    Helen Marsden None
    That agrees with what our finance team holds. I checked.
  67. Esther Quaye
    Esther Quaye None
    Good. Then we're all looking at the same number, which is half the battle.
  68. Helen Marsden
    Helen Marsden None
    It is. Can I come back to something? You said seven or eight users. Is that people who log in, or people who ask questions?
  69. Esther Quaye
    Esther Quaye None
    Active users, so people who've done something in the product in the day. I'd need to check how that splits between asking questions and working in the dashboards. I don't want to guess.
  70. Helen Marsden
    Helen Marsden None
    If you can, I'd like to see it. Because I suspect the dashboards builders are mostly counted when they build, and fall away when they're only viewing.
  71. Esther Quaye
    Esther Quaye None
    That's a good point. Viewing isn't the same as logging in, if people are looking at shared pages. I'll look at what we can actually see and tell you what the evidence does and doesn't show.
  72. Helen Marsden
    Helen Marsden None
    That's all I ask.
  73. Esther Quaye
    Esther Quaye None
    Right. Let me think about what we do with the managers. Daniel mentioned a short session, using their own questions. Did you have names in the end?
  74. Helen Marsden
    Helen Marsden None
    I've got two for certain, and a third who's keen but away for a bit. One from repairs, one from tenant services. I'd rather start small.
  75. Esther Quaye
    Esther Quaye None
    Small is good. We'd build it around the questions they actually ask in their own meetings, so it's their data on the screen. I can't commit engineering time myself, but I'll ask for what we'd need, and come back to you with some options for slots.
  76. Helen Marsden
    Helen Marsden None
    After the board meeting would be kinder. They're all up to their necks before it.
  77. Esther Quaye
    Esther Quaye None
    Understood. I'll offer times that fall after the board cycle, and you tell me which suits. And it can be a short one, no more than half an hour.
  78. Helen Marsden
    Helen Marsden None
    Yes. That's the length I think they'd tolerate.
  79. Esther Quaye
    Esther Quaye None
    I'll write that down. Anything else on adoption, before I move to the commercial side?
  80. Helen Marsden
    Helen Marsden None
    One thing. There's a risk in how much of it rests on one of my analysts. If she were off for a month, the pack would suffer. I'd like to spread that, whatever else happens.
  81. Esther Quaye
    Esther Quaye None
    That's an important thing to say. Would it help if two other people on your team were taught to maintain the dashboards? Not a big training day, just a working session with someone from our side.
  82. Helen Marsden
    Helen Marsden None
    That would help more than anything. I'd put one of the quieter analysts forward. She's been wanting to learn it properly.
  83. Esther Quaye
    Esther Quaye None
    Lovely. I've logged that as a second session, separate from the managers. I'll aim to get both in front of you in one note so you're not juggling two threads.
  84. Helen Marsden
    Helen Marsden None
    Please. I'm drowning in threads.
  85. Esther Quaye
    Esther Quaye None
    I know. I'll keep it to one.
  86. Helen Marsden
    Helen Marsden None
    Can I ask you something slightly awkward? About what happens at renewal.
  87. Esther Quaye
    Esther Quaye None
    Of course. Ask anything.
  88. Helen Marsden
    Helen Marsden None
    The contract runs to next September, doesn't it? I'd like to know when the conversation would normally start, because I'd rather know the timetable than be surprised by it.
  89. Esther Quaye
    Esther Quaye None
    Yes. The contract runs to 1 Sep 2026, and you've been with us since 2 Sep 2024. We'd normally open the renewal conversation well ahead, and I'd make sure you had notice rather than a surprise. And I'd want the value account to be done first, so that you're having that conversation with evidence.
  90. Helen Marsden
    Helen Marsden None
    So the account comes first, then the contract.
  91. Esther Quaye
    Esther Quaye None
    That's how I'd like it. It doesn't help you to be asked for a decision before you can say what it's worth.
  92. Helen Marsden
    Helen Marsden None
    No. Thank you. That's what I wanted to hear.
  93. Esther Quaye
    Esther Quaye None
    And I'll say, so there's no doubt: nothing in today's conversation changes the terms. You're on Growth, with forty licences, as contracted, and I'm not going to push you towards anything you don't need.
  94. Helen Marsden
    Helen Marsden None
    I appreciate that. I've had suppliers use a review to try and sell me something.
  95. Esther Quaye
    Esther Quaye None
    I'd rather the review was useful to you than sold anything. Honestly.
  96. Helen Marsden
    Helen Marsden None
    Then can we go back to what's changed in the data? Because the other thing I wanted to check was whether anything has been added to the brain in the last quarter. New sources, new feeds.
  97. Esther Quaye
    Esther Quaye None
    Let me look. I have the connector list open. As far as I can see, the sources are the same as at the last review. Nothing added, and nothing that's stopped loading, which I was checking for as well. I'll confirm that in the note so you've got it in writing.
  98. Helen Marsden
    Helen Marsden None
    Good. I wanted to be sure nothing had dropped quietly.
  99. Esther Quaye
    Esther Quaye None
    That's the kind of thing I'd flag to you straight away if I saw it. Records are coming in, the nightly refresh is landing, and as far as I can tell it's healthy.
  100. Helen Marsden
    Helen Marsden None
    That fits what we see. The pack builds, and the numbers are there on the day.
  101. Esther Quaye
    Esther Quaye None
    Then let me ask something else. Is there anything about the product itself, the way it works, that frustrates your team? I don't mean bugs, I mean the daily friction.
  102. Helen Marsden
    Helen Marsden None
    A little. The search on tenant calls is good, but they'd like to be able to save a question and run it again each month, instead of retyping it. It's a small thing, but it's the kind of thing that makes people give up.
  103. Esther Quaye
    Esther Quaye None
    That's useful. I've logged that as a request, with your name against it, so that it doesn't sound like a vague complaint. I can't promise what engineering will do with it, because that isn't mine to promise, but it'll be recorded properly.
  104. Helen Marsden
    Helen Marsden None
    That's fine. I don't expect a promise. I expect it to be written down.
  105. Esther Quaye
    Esther Quaye None
    Written down, and visible to the people who decide. Anything else like that?
  106. Helen Marsden
    Helen Marsden None
    The labels in the satisfaction dashboard, but that's ours to fix, not yours. I'm only mentioning it so you know why I wouldn't show it.
  107. Esther Quaye
    Esther Quaye None
    Understood. I won't put that in the notes as a product issue.
  108. Helen Marsden
    Helen Marsden None
    Thank you. I do want to say one more thing about the board. They like the dashboards. One of the non-executives said last month it was the first time she'd understood how a number in the pack was made. That's the sort of comment I'd like the account to reflect.
  109. Esther Quaye
    Esther Quaye None
    I'd like to put that in, if you're happy for me to. Without her name, obviously, just that a board member said it. Would you want to write that line yourself?
  110. Helen Marsden
    Helen Marsden None
    I'll write it. It should come from me.
  111. Esther Quaye
    Esther Quaye None
    Quite right. Then I'll leave a gap for it.
  112. Helen Marsden
    Helen Marsden None
    Good. So, to be clear on who does what, because I get muddled by the end of these calls.
  113. Esther Quaye
    Esther Quaye None
    Please, let's do that. Just so we're aligned. On my side: first, the note after this call with everything we've said, copied to Daniel. Second, a look at what the usage figures can and can't show, split between questions and dashboards. Third, options for the managers' session and for the working session with your analyst, after the board cycle. Fourth, a date for the usage and value summary, once I've spoken to Daniel. Fifth, I've logged your request about saved questions. Does that cover what I've said?
  114. Helen Marsden
    Helen Marsden None
    That's all of it. On my side: the names for the sessions, which I have, so I'll send those in writing. The team's estimate of hours saved, as best they can. And the line from the board member.
  115. Esther Quaye
    Esther Quaye None
    Lovely. And if anything in the repairs numbers looks odd again, you'll raise a ticket, even a small one.
  116. Helen Marsden
    Helen Marsden None
    I will. I'll make them do it.
  117. Esther Quaye
    Esther Quaye None
    Good. Is there anything about the next quarter that worries you? I'd like to leave room for that.
  118. Helen Marsden
    Helen Marsden None
    Only the same thing. That people are pulled away from the pack, and the in-house conversation. Beyond that, no.
  119. Esther Quaye
    Esther Quaye None
    Then I'll keep an eye on both, and I'll tell you if I see usage move in either direction. I'd rather you heard it from me early.
  120. Helen Marsden
    Helen Marsden None
    Thank you. That's reassuring.
  121. Esther Quaye
    Esther Quaye None
    One last practical thing. Daniel is still your contact for anything about how the data is joined up, and I'm your contact for the review and the relationship. If you're ever not sure who to ask, ask me and I'll route it.
  122. Helen Marsden
    Helen Marsden None
    That's clear. I'll keep the two of you in copy.
  123. Esther Quaye
    Esther Quaye None
    Please do. How is the rest of your day?
  124. Helen Marsden
    Helen Marsden None
    Meetings until the afternoon, and then I have to read the draft pack properly. The repairs section especially.
  125. Esther Quaye
    Esther Quaye None
    I hope it reads well. It sounds as though the dashboards are doing what you built them for.
  126. Helen Marsden
    Helen Marsden None
    They are. That's what I wanted you to see today. It's not nothing, what the team has done.
  127. Esther Quaye
    Esther Quaye None
    It's a great deal, and I'll say so in the note. Thank you for showing me, Helen. I learned more in that half hour than I would from a month of usage figures.
  128. Helen Marsden
    Helen Marsden None
    Then it was worth it. Thank you for listening.
  129. Esther Quaye
    Esther Quaye None
    Many thanks for your time. I'll get the note out as soon as I can, and I'll come back to you on the date for the summary.
  130. Helen Marsden
    Helen Marsden None
    Kind regards, Esther. Speak soon.
  131. Esther Quaye
    Esther Quaye None
    Speak soon. Bye, Helen.
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