Calderbrook Housing Group / B-Brain – Check In
Callcompleted
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 26Who was there
B-Brain
Them
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.