Calderbrook Housing Group / BB-Demo – Qbr
Callcompleted
Calderbrook Housing Group: documents · 2026-01-22 15:15
Craig Oduya, the director, opened by saying every tool is being reviewed against an in-house platform strategy and asked for BB-Demo's exit position. Renewal was not discussed beyond that. Helen Marsden asked for a handover period if they move.
What was said
What this says
Current to 11 Oct 26Craig Oduya, the director, opened by saying every tool is being reviewed against an in-house platform strategy and asked for BB-Demo's exit position. Renewal was not discussed beyond that. Helen Marsden asked for a handover period if they move.
What happened: At the 22 Jan 2026 QBR, Craig Oduya set out the consolidation programme and asked what Calderbrook has, what it does and what the exit position is. Elena Novak, new to the account in her seat, covered usage, tickets and the contract.
Customer view: Craig would not discuss renewal and said it will be reviewed against the platform strategy. Helen defended the value, saying the join between call data and repairs data is the hard part.
Commercial: Growth at £44,000 a year matches what was invoiced. The contract runs to 1 Sep 2026 with renewal on 2 Sep 2026.
Watch: Craig asked for notice terms and connector treatment in writing. One high priority ticket was still open with engineering, and Helen needs to know if the arrears figure is affected.
Themes
Current to 9 Oct 26Theme
Platform review, exit position
Importance
renewal
Sentiment
neutral
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak to send a written list of live connectors and their status.
- Elena to send the notice terms and a description of what stays in the Snowflake account, checked against the order form.
- Elena to chase engineering for a written update on the open ticket, including the arrears figure and source query.
Risks
Current to 9 Oct 26- The Growth subscription is under review against an in-house platform strategy, with the director asking for the exit position.
- A high priority ticket was still open with engineering and the arrears figure may be affected.
- Active users have fallen to about five against forty licensed, which weakens the value case.
Opportunities
Current to 9 Oct 26- Helen Marsden argues the in-house build is not ready and the joined views are hard to replicate.
- A phased handover with no gap in the board pack could keep the subscription running during any transition.
Transcript
Elena Novak NoneGood afternoon, Helen, good afternoon, Mr Oduya. Can you both hear me clearly?
Helen Marsden NoneYes, I can hear you. Afternoon, Elena. Craig, I think you're on mute.
Craig Oduya NoneApologies. Afternoon both. Craig is fine, by the way.- Elena Novak NoneThank you, Craig. Please excuse the connection, I am calling from Amsterdam today and the line is not always perfect. To confirm the agenda I emailed beforehand: one, usage over the last quarter. Two, support tickets and service. Three, what the brain is delivering for your board reporting. Four, the contract and next steps. Is that still acceptable to you both?
- Craig Oduya NoneBefore we start, can I set out where we are? It saves time.
- Elena Novak NoneOf course. Please.
- Craig Oduya NoneWe're consolidating data onto one platform. In-house, on our Microsoft estate. Fewer suppliers, clearer ownership. Every tool we hold gets reviewed against the platform strategy. That's not a comment on any one supplier. It's the programme. So, what I want from this call is a clear picture. What do we have with you, what does it do, and what's our exit position?
- Elena Novak NoneThank you, that is very clear, and I appreciate you saying it at the start. I will make sure that we cover each of those. Perhaps we can take usage first, and I will come to the contract in point four.
- Craig Oduya NoneFine.
- Elena Novak NoneI should say that I am new to the account in this seat, so I have been working from the notes and the activity history on the account. If I am missing context, Helen, please correct me.
- Helen Marsden NoneOf course. I'll fill in anything that's missing.
- Elena Novak NoneThank you. So, usage. You are on the Growth plan with forty licensed users. Over the last thirty days the average number of active users is about five. In the quarter before, it was roughly nine, so that is a fall of a little under half.
- Craig Oduya NoneWhich is what we'd expect, given the direction.
- Elena Novak NoneYes, I understand that is the likely reason. To confirm, I am not raising it as a criticism. I am raising it because it is what the data shows, and you asked for a clear picture.
- Craig Oduya NoneGood. Who's still using it?
- Elena Novak NoneThe activity is concentrated in a small number of people. Helen, I believe most of that is your team?
- Helen Marsden NoneYes. It's mine, mainly. The board pack, sections four and five in particular, arrears and repairs. Those are what the board will ask about, and those are the sections I can reconcile directly to the housing management system.
- Elena Novak NoneThank you. That matches what I see. The connectors to the housing system and the helpdesk are still loading, and the nightly refresh has been completing before seven each business day. So the board-pack data is current.
- Craig Oduya NoneHow many connectors do we have live?
- Elena Novak NoneI do not want to quote a number from memory and get it wrong. I will list the connectors in writing after the call, with their status. As agreed with the way you like things, I will make sure that it is in the follow-up.
- Craig Oduya NoneFine. Written is better.
- Elena Novak NoneNow, point two, tickets. In the last thirty days there have been two tickets, and both were marked high priority. One has been closed. The second is still open, and it is with our engineering team. I have the history in front of me.
- Helen Marsden NoneThose were mine. One was a sync question on one of the connectors, and the other was about whether a morning figure was current. I raised them in the same week because the board papers were due.
- Elena Novak NoneThank you, that is helpful, and it agrees with the record. On response times, both were answered within the service level for the Growth plan, which is one business hour for a first response on a high priority issue.
- Craig Oduya NoneAnd the one that's open. What's the status?
- Elena Novak NoneEngineering is investigating. I cannot give you a fix date, because I do not control it and I would rather not promise one. What I can do is ask for a written update by a set time, and send it to Helen and to you.
- Helen Marsden NoneThat's all I'd ask. I just need to know whether the arrears figure can be relied on for the next pack. These don't reconcile when the source refresh is late, and the board will ask why.
- Elena Novak NoneUnderstood. To confirm, I will ask engineering specifically whether the arrears figure is affected, and I will tell you what they say, not my interpretation of it.
- Helen Marsden NoneThank you. Can you show me the source for it, when they reply? Not just the number.
- Elena Novak NoneYes. I will ask for the source query to be included.
- Craig Oduya NoneLet's move on to value. Helen, what is it actually giving us? In one sentence.
- Helen Marsden NoneA board-ready picture that joins tenant calls, repairs tickets, complaints and rent arrears, and that I can defend line by line. Before it, we had separate spreadsheets that took my team days to reconcile.
- Craig Oduya NoneAnd can we build that in-house?
- Helen Marsden NoneIn time, probably. We're building that capability in-house, as you say. But it isn't there yet, and the join between the call data and the repairs data is the hard part. I don't think anyone should underestimate that.
- Craig Oduya NoneNoted. That's a fair point. It goes into the review.
- Elena Novak NoneIf I may add one fact that might be useful to the review. The brain runs inside your own Snowflake account. So the data and the joined views are held in your environment, not ours.
- Craig Oduya NoneSay more. That bears on exit.
- Elena Novak NoneCertainly. Because it sits in your account, you keep the data and the tables that were built on it. What ends with the subscription is our service on top: the chat, search, pages and dashboards, and our connectors running the nightly load. I would not want to overstate the detail from memory, so I will set it out in writing, and ask a colleague in our team to check the wording against the order form.
- Craig Oduya NoneDo that. Specifically, notice terms, and what happens to the connectors.
- Elena Novak NoneNoted. Which brings me to point four. To confirm the commercial position: you are on Growth at £44,000 a year, and that is also what has been invoiced. The contract runs to 1 Sep 2026, and the renewal date is 2 Sep 2026. There are no overdue invoices.
- Craig Oduya NoneUnderstood. I'm not in a position to say anything about renewal today. It will be reviewed against the platform strategy, like everything else.
- Elena Novak NoneOf course. I am not asking for a decision. I only want you to have the facts in good time, so that the review is not rushed.
- Craig Oduya NoneGood. Send the notice terms. Then we'll see.
- Helen Marsden NoneCan I add one thing? From the BI side, if the decision is to move, then I'd want a proper handover period. The board pack has to keep running while the new platform is proven. I'd rather not have a gap.
- Craig Oduya NoneAgreed. No gap. That's sensible. I'd want that in any transition plan.
- Elena Novak NoneThank you both. I will include that in my written note as a point to be considered. Shall I summarise the actions?
- Craig Oduya NonePlease.
- Elena Novak NoneOne, I will send you a written list of the live connectors and their status. Two, I will chase engineering for a written update on the open ticket, including whether the arrears figure is affected and the source query, and I will send it to both of you. Three, I will send the notice terms and a plain description of what stays in your Snowflake account if the subscription ends, checked against the order form. Four, nothing changes on the licences for now. Have I missed anything?
- Helen Marsden NoneNo, that's everything. Thank you, Elena.
- Craig Oduya NoneThat covers it. Thanks for the clarity.
- Elena Novak NoneThank you both for your time. I will send the written summary today. Kind regards, and good afternoon.
- Craig Oduya NoneGoodbye.
- Helen Marsden NoneBye, Elena. Speak soon.
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