Calderbrook Housing Group / BB-Demo – Qbr
Callcompleted
Calderbrook Housing Group: documents · 2025-10-22 14:45
Helen Marsden raised an unticketed repairs double-count in the board pack extract and said she will not widen access until it is fixed. She also wants a one-page value case before the board discusses renewal.
What was said
What this says
Current to 11 Oct 26Helen Marsden raised an unticketed repairs double-count in the board pack extract and said she will not widen access until it is fixed. She also wants a one-page value case before the board discusses renewal.
What happened: Esther Quaye ran the Growth quarterly review with Tom Ashdown, Helen and Paul Rigby on 22 Oct 2025. Helen raised repairs jobs counted twice in the board pack extract, which was not a ticket.
Customer view: Helen needs a written, quotable description of how the repairs completed figure is built. She is holding back the complaints and income teams until the numbers reconcile.
Commercial: Tom raised the renewal and quoted the Growth fee from memory as forty-four thousand a year, to be checked against the order form. He could not say whether the price stays the same, and Helen's one ask is no surprises.
Watch: Usage is nearly ten active users against forty licensed, mostly Helen's team and Paul. The call does not show whether the fix or the renewal was delivered.
Themes
Current to 9 Oct 26Theme
Repairs double-count, board reporting
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- Esther Quaye takes the double-counting, Paul's job refs and his admin page screenshot to engineering and sends Helen a written description of how the repairs measure is built.
- Tom Ashdown confirms the renewal terms and price against the order form and tells Helen in writing well ahead of the renewal date.
- Esther drafts the one-page value summary and books complaints team training, then income team training, once the repairs figures reconcile.
Risks
Current to 9 Oct 26- The board pack repairs figure does not reconcile, which undermines trust in the brain ahead of the renewal conversation.
- Questions come from a small group, so the account depends on Helen and Paul.
- Helen asked whether the price stays the same and Tom could not answer, so a price surprise would damage the renewal.
Opportunities
Current to 9 Oct 26- The complaints team and the income team have asked for access, and forty licensed users leave a lot of headroom.
- A one-page value summary gives Helen the case to take to the board for the Growth renewal.
Transcript
Tom Ashdown NoneHello, hello. Can everyone hear me alright? I've got the little green bar going, so I think I'm live.
Esther Quaye NoneAfternoon, Tom, loud and clear. Helen, can you hear us as well?
Helen Marsden NoneAfternoon. Yes, I can hear you both. Paul's just fetching a coffee, he said to start without him but he'll only be a minute.- Tom Ashdown NoneNo drama. How's your week been, Helen? Still raining in Leeds? It's been chucking it down here since Monday.
- Helen Marsden NoneGrey, mostly. Busy too. It's been quarter end reporting, so my team have been living in spreadsheets. I'm not complaining, just tired.
- Tom Ashdown NoneAye, I know that feeling. Esther, I'll hand over to you. I'm only here to listen and say yes to things.
- Esther Quaye NoneHa, thanks Tom. Oh, Paul, you've just joined. Hello.
Paul Rigby NoneHello. Sorry, kettle was slow.- Esther Quaye NoneNo problem at all. So, just so we're aligned on what we're covering. This is the quarterly review for your Growth subscription. I'd like to look at usage first, then how the brain's been feeding the board reporting, and then have a short word about the renewal next year so nothing sneaks up on anybody. Before any of that, the open tickets. There aren't any. Nothing's been raised in the last month, and nothing high priority, so I've logged that as a clean slate. But if there's something that hasn't made it into the helpdesk, now's the time to say.
- Helen Marsden NoneWell, there is one thing, and it isn't a ticket yet. The repairs completed figure in the repairs section of the board pack doesn't match what we pull from the housing management system. These don't reconcile, and the board will ask. It's out by a small amount, but it's consistent, which is what bothers me.
- Esther Quaye NoneOkay. Thank you, Helen. Is that across the quarter, or one particular month?
- Helen Marsden NoneAcross the quarter. Paul's the one who knows the detail, so I'll hand over.
- Paul Rigby NoneI'll share the report. Give me a second. Can you see it?
- Esther Quaye NoneYes, I've got the repairs report with the completed jobs column.
- Paul Rigby NoneThat's the one that's wrong. Double-counted again. Since the housing system upgrade, a job that gets raised and then re-raised comes through as two jobs. I've got the job refs in my spreadsheet, every one of them. The brain shows what the system sends it.
- Tom Ashdown NoneSo the brain's not adding them up itself, it's just showing the two it's been given?
- Paul Rigby NoneFar as I can tell, it's what comes in. I'm not going to guess why.
- Esther Quaye NoneThat's really helpful, Paul, thank you. Now, I don't want to promise a fix date I can't control, so I'll be straight about that. But I'll take it to engineering today, with your job refs, and ask whether duplicates can be dealt with when the data is loaded rather than report by report. I've logged that.
- Helen Marsden NoneCan you show me the source? That's what I need for the board paper. If there's a rule being applied to the repairs figure, I have to be able to describe it in a sentence.
- Esther Quaye NoneAbsolutely. I'll ask engineering to write down exactly how the repairs completed measure is built, and what, if anything, happens to repeated job references. I'll send it to you in writing so it's something you can quote.
- Helen Marsden NoneThank you. I don't want to go over anyone's head, I just need the paragraph.
- Tom Ashdown NoneNobody's offended, Helen. Better to sort it now than have a director spot it in the room.
- Paul Rigby NoneOne more thing. The stand-up dashboard is fine, because I filter on job ref there. It's only the board pack extract where the double count shows.
- Helen Marsden NoneWhich is exactly why the extract is the problem. The stand-up number is one thing. The board number has to stand up line by line.
- Esther Quaye NoneUnderstood. Let me move on to usage, and then come back to this at the end so we don't lose it. I'll share my screen. Can you see the usage chart?
- Helen Marsden NoneYes, I can see it.
- Esther Quaye NoneSo, over the last quarter, active users average out at nearly ten. That's up a few percent on the quarter before, so it's moving the right way, but gently. You're licensed for forty on Growth, so there's a lot of room.
- Helen Marsden NoneMm. That's about right. It's mostly my team and Paul's side of things.
- Esther Quaye NoneThat matches what I see. The questions people ask are healthy, and most of them come from a small group, which is typical. It does mean that if one or two of you were away for a while we'd feel it. I'm not worried, I just want to flag it.
- Tom Ashdown NoneWho else should be using it, Helen? Forty seats and about ten people, that's a lot of seats sat idle. I'd rather you got your money's worth than saw a line on an invoice that nobody can explain.
- Helen Marsden NoneHonestly, the complaints team have asked. And the income team, the ones who handle rent arrears. But I won't open the doors until I'm sure the repairs numbers hold. If I give the arrears team access and they find a figure that doesn't reconcile, I lose them for a year.
- Tom Ashdown NoneFair enough. That's sensible, that.
- Esther Quaye NoneCould we do it in order, then? Sort the repairs question first, then a short training session for the complaints team, then the income team afterwards. I can run the sessions myself.
- Helen Marsden NoneThat would work. Paul, could you sit in on them?
- Paul Rigby NoneYeah. As long as it's not Monday mornings.
- Esther Quaye NoneNoted, no Monday mornings. Now, the dashboards. Paul, you've built several in the dashboards builder, and that tells me you're investing in it, which is a good sign. Are they all still in use, or have some gone quiet?
- Paul Rigby NoneMost are used. There's an old one for void properties that nobody opens now. I'll tidy it away.
- Esther Quaye NoneLovely. No rush on that. And is everything still loading overnight? I can see nothing unusual on my side, but you'd know better than I would if the morning numbers look stale.
- Paul Rigby NoneFresh every morning. No complaints there.
- Helen Marsden NoneCan I come back to something? Before this goes anywhere near the board's renewal conversation, I'll need something that says what the brain has actually replaced. My team used to join tenant calls, repairs tickets, complaints and arrears by hand, one spreadsheet at a time. Now it's one picture. But that's me saying it. A director will want it on a page.
- Esther Quaye NoneThat's a fair ask, and I'm happy to draft it. A one-page summary: what you were doing before, what the brain does now, who uses it, and where the numbers come from. You'd edit it, obviously, since it's your team's story.
- Helen Marsden NoneYes, please. I'd want the repairs point in it, honestly, with how it's being resolved. The board prefers a problem with a plan to a problem with no mention.
- Esther Quaye NoneAgreed. I'd rather the page was straight about it.
- Tom Ashdown NoneCan I just bring up the renewal while we're on the board? No pressure at all, I only want it on the radar. Your contract runs to the end of the summer next year. From memory it's forty-four thousand a year on Growth, but I'll confirm that against the order form before anyone relies on it.
- Helen Marsden NoneIs the price staying where it is?
- Tom Ashdown NoneI can't say that off the top of my head, and I'd rather not guess. Leave that with me. You'll have it in writing well ahead of the date, so there's no surprise in front of the board.
- Helen Marsden NoneThat's all I ask. Surprises are the thing.
- Tom Ashdown NoneLet's get something in the diary for the new year, when you're thinking about budgets. Nothing heavy.
- Esther Quaye NoneAnd I'll put the next quarterly review in alongside, so that by the time we talk about renewal you've had a full cycle of the repairs figures reconciling. That's what I'd like to be able to show you.
- Helen Marsden NoneThat would give me something to take upstairs.
- Paul Rigby NoneCan I ask something small? Any update on the old connector warning I get on the admin page? It says a refresh is pending but the data's there.
- Esther Quaye NoneIs that new, or has it been there a while?
- Paul Rigby NoneA while. A couple of weeks. It doesn't stop anything.
- Esther Quaye NoneRight. Could you send me a screenshot? Then I'll add it to the same note for engineering, so it goes with the repairs question and it doesn't sit by itself.
- Paul Rigby NoneWill do. Screenshot and the job refs.
- Esther Quaye NonePerfect. So, before we finish, just so we're aligned. I'll take the double-counting to engineering today, with Paul's job refs and the screenshot. I'll ask them for a written description of how the repairs completed figure is built, and send it to Helen. I'll draft the one-page value summary. Paul, you're sending the spreadsheet and the screenshot. Tom, you're confirming the renewal terms against the order form. And I'll put the complaints team training and the next review in the diary.
- Tom Ashdown NoneThat's me. Leave that with me.
- Helen Marsden NoneThank you, all of you. I know it wasn't a ticket, so I appreciate you taking it seriously.
- Esther Quaye NoneAlways better to hear it from you directly. I'll send the follow-up note after this. Many thanks, everyone.
- Paul Rigby NoneCheers. Bye.
- Tom Ashdown NoneCheers, all. Bye now.
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