Calderbrook Housing Group / BB-Demo – Check In
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Calderbrook Housing Group: documents · 2025-11-04 10:30
Helen Marsden met her new CSM, Amara Obi, and set one test for the quarter: board reporting that reconciles. The double-count fix and written explanation are still open, and Helen asked for continuity after three account contacts.
What was said
What this says
Current to 11 Oct 26Helen Marsden met her new CSM, Amara Obi, and set one test for the quarter: board reporting that reconciles. The double-count fix and written explanation are still open, and Helen asked for continuity after three account contacts.
What happened: Amara Obi introduced herself on 4 Nov 2025 as the new customer success manager and said openly she did not know the account history. She could not confirm the repairs double-count was fixed and promised an answer before the end of the week.
Customer view: Helen wants board reporting that reconciles, a quotable description of how the repairs figure is built, and training for complaints and income only after the fix.
Commercial: Amara noted the Growth subscription at forty-four thousand a year for forty users, with renewal at the end of the summer after the call. Helen needs a one-page case for the board on whether it is worth it.
Watch: Active users are a little over nine, mostly Helen and Paul. Paul's own issues spreadsheet means problems are worked around rather than ticketed.
Themes
Current to 9 Oct 26Theme
Handover, repairs fix, continuity
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Amara Obi finds out where the double-counting sits with engineering and replies to Helen before the end of the week.
- Amara chases the written description of the repairs completed measure and drafts the one-page value summary for Helen's corrections.
- Amara keeps a running account note, sends Helen dates for the next quarterly review, and plans training for complaints then income once the figures are confirmed.
Risks
Current to 9 Oct 26- The repairs double-count and written explanation are unconfirmed, so trust and wider rollout are on hold.
- Helen has had three account contacts, and another handover would weaken confidence ahead of renewal.
- Issues tracked in Paul's own spreadsheet rather than tickets hide the true health of the account.
Opportunities
Current to 9 Oct 26- The complaints team and the income team want access, so training could lift usage above nine active users of forty licensed.
- A board value summary built from real usage supports the Growth renewal.
Transcript
Amara Obi NoneHello, Helen, good morning. Can you hear me okay?
Helen Marsden NoneGood morning. Yes, you're coming through fine. Is it Amara?- Amara Obi NoneIt is, yes. Thanks for making the time. Let me introduce myself properly, since we haven't spoken before. I joined BB-Demo a few weeks ago, and I've taken over looking after Calderbrook as your customer success manager. I should be upfront. I haven't been part of this account's history. I've read the handover notes carefully, but I'd rather hear it from you than pretend I know it.
- Helen Marsden NoneI appreciate that. You're the third person in not very long, so honestly it's refreshing that you've said so.
- Amara Obi NoneFair. I'd like to make this the last handover you have to sit through for a while. So, to start. What does good look like for you this quarter?
- Helen Marsden NonePlainly, board reporting that reconciles. That's it. The repairs figures in the board pack have to match the housing management system, and I want to be able to say where each number comes from. If I get that, everything else is a bonus.
- Amara Obi NoneThat's clear, and I've got it written down. I did see in the notes that Paul had raised repairs jobs being counted twice since the housing system upgrade, and that it was discussed at the review a couple of weeks ago. I can't tell you it's fixed, because I don't know that yet, and I won't say otherwise. I'll find out where it is with engineering and come back to you before the end of the week.
- Helen Marsden NoneThank you. That's what I'd want. Last time I was told a paragraph describing how the figure is built was coming, and I'd still like that, because the board will ask.
- Amara Obi NoneRight. I'll chase that at the same time. Can I check I've got it correctly? It's the repairs completed measure, in the repairs section of the board pack, and you need a written description you could quote.
- Helen Marsden NoneExactly that. Written, and quotable, and ideally with the rule for repeated job references.
- Amara Obi NoneGot it. Now, here's what the numbers say, and then you can tell me if they match your feel. Active users are averaging a little over nine. That's up a bit on the previous quarter, so it's moving in the right direction. You're licensed for forty, though, so there's quite a lot of headroom.
- Helen Marsden NoneIt's about right. It's my team, and Paul, mainly. I did think about opening it up wider, but I don't want to until the repairs numbers hold.
- Amara Obi NoneThat makes sense. Who else should have access, once you're comfortable? I'm not asking you to do it now, I'd just like to know who you'd have in mind so I can plan around it.
- Helen Marsden NoneThe complaints team have asked a couple of times. And the income team, rent arrears. Those two. Possibly a manager or two on the repairs side, but they can use the dashboards Paul builds, they don't need to log in.
- Amara Obi NoneGood. So complaints, then income. I can run short training sessions for them when you're ready. Would you want that to wait until the repairs fix is confirmed?
- Helen Marsden NoneYes. I'd rather give them numbers I'm sure of. If the first thing they find is something that doesn't reconcile, I lose them.
- Amara Obi NoneUnderstood. That's the order, then. Fix, confirm, train. Let me look at the other side. Tickets. There's nothing open, and nothing in the last month. Is that because things are fine, or because things are just being worked around quietly?
- Helen Marsden NoneA bit of both, if I'm honest. Paul keeps his own spreadsheet of issues, and some things we've handled ourselves. But I'd say mostly fine.
- Amara Obi NoneThat's useful to know. If it would help, anything Paul has in that spreadsheet that's still live, I'd happily have it come through as tickets, so there's a record and so I can see the pattern. It's not about creating work. It's about not having it live in one person's file.
- Helen Marsden NoneThat's fair. I'll ask him. He's quite protective of that spreadsheet, but I'll explain.
- Amara Obi NonePlease do. Tell him it's his evidence, and it makes the case stronger.
- Helen Marsden NoneHa. I'll use that.
- Amara Obi NoneNow, the number I'd always look at first is questions asked. Month on month it's steady, nothing dramatic either way, and the bulk comes from a small group. That's the part I'd watch. If one or two people are doing most of the asking, it's a risk if they move on or get pulled onto something else.
- Helen Marsden NoneYes, that's me and Paul. I'm aware. It's another reason I'd like more of the organisation using it. Partly so it isn't down to the two of us.
- Amara Obi NoneThen we're on the same page. Is there anything about the way it's set up that makes it hard for other teams, or is it simply that they haven't been shown?
- Helen Marsden NoneMostly that they haven't been shown. And the fact it's seen as a BI thing. People think it's reports. I'd like them to see it's something you can ask.
- Amara Obi NoneThat's a good way of putting it, and a nice thing to say at the training. I'll build the sessions around questions your own teams already ask. Complaints will have their own, and so will income.
- Helen Marsden NoneThat would work. Could you use real examples, though? Not generic ones. The housing association version, tenant calls and arrears and repairs.
- Amara Obi NoneYes, definitely. I'll ask you and Paul for two or three questions each team would actually want answered, and I'll build from those.
- Helen Marsden NoneGood. And can I ask about the dashboards? Paul's built quite a few for the morning stand-up. Is there anything I should know about how they refresh?
- Amara Obi NoneThe nightly refresh should be complete before the working day starts, on business days, and from what I can see in your account that's been happening. If Paul ever sees a morning where the numbers look old, that's worth a ticket straight away, even a short one.
- Helen Marsden NoneI'll pass that on. He's said it's been fine.
- Amara Obi NoneGood. Now, a bit of housekeeping, if that's okay. Your subscription is Growth, at forty-four thousand a year, forty licensed users, and it runs to the end of the summer next year. I'm not here to talk renewal today, it's too early, and I'd rather you got a few clean months first. But I want it on your radar, and I'll go through the renewal terms properly with Tom, as your account executive, nearer the time.
- Helen Marsden NoneYes. Tom mentioned it, I think, at the last review. I'll need to take something to the board about whether it's worth it, so a one-page summary would help.
- Amara Obi NoneI saw that in the notes. A page on what the brain replaced, who uses it, and where the numbers come from. I'll make a start on it. I'd like to build it from your usage, so you can show it's real. Can I come back to you with a draft for your corrections?
- Helen Marsden NonePlease. And I'd want the repairs issue in there, honestly, with what's being done. The board prefers a plan.
- Amara Obi NoneAgreed. That's the honest version, and it's the stronger one.
- Helen Marsden NoneCan I ask you something slightly different? You said you'd look after a group of northern accounts. Is there a chance of me hearing how others in housing are using it? Not names, just what they ask.
- Amara Obi NoneNot other customers' names or data, no, I wouldn't share that. But I can tell you the kinds of questions teams like yours tend to find useful, in general terms. Arrears by area, repeat repairs, complaints that follow a missed appointment. Would that be useful?
- Helen Marsden NoneYes, that would. That's the sort of thing the complaints team might respond to.
- Amara Obi NoneThen I'll put that into the training material. Now, anything else on your mind? Anything you're worried about that I haven't asked?
- Helen Marsden NoneOnly that I'd like continuity. I've had three people now, and each time I've had to explain what we use it for. If you could keep a note of this so the next person, whoever it is, doesn't start from nothing.
- Amara Obi NoneI will. I'll keep a running account note, with your reporting needs, who uses what, and what's open, and I'll share it with you, so you can correct it. And I'll be straight with you. I can't promise how long any of us stays in a role, but I can promise the notes will be good.
- Helen Marsden NoneThat's more than I've had. Thank you.
- Amara Obi NoneLet's get the next quarterly review in the diary as well, so it's not something we have to remember to chase. I'll send a few options for the new year, if that suits.
- Helen Marsden NoneThat suits. Maybe not the first week back.
- Amara Obi NoneNothing in the first week back, noted. Right, let me play it back so we're both clear. I'm finding out where the double-counting sits with engineering, and I'll come back to you before the end of the week. I'm chasing the written description of how the repairs completed measure is built. I'll ask Paul to send anything live from his spreadsheet as tickets. I'll draft the one-page summary, and put together the training for complaints and then income once the repairs figures are confirmed. And I'll send you a few dates. Have I missed anything?
- Helen Marsden NoneNo, that's everything. It's a good list.
- Amara Obi NoneBrilliant. I'll send a short follow-up note this afternoon so you've got it in writing.
- Helen Marsden NoneThank you, Amara. It's nice to have someone who started by listening.
- Amara Obi NoneThanks, Helen. Speak soon. Best, Amara. Oh, sorry, that's my email habit. Bye for now.
- Helen Marsden NoneHa. Goodbye, Amara. Kind regards.
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