Hartside Student Living / BG-Demo – QBR
Callcompleted
Hartside Student Living · 11 Sep 2026 14:00
At the 11 Sep 2026 QBR the CFO confirmed the signed Growth order form and no overdue invoices. Lewis said usage does not support buying more. Renewal date is 10 Apr 2027.
What was said
What this says
As at Fri 9 Oct 2026At the 11 Sep 2026 QBR the CFO confirmed the signed Growth order form and no overdue invoices. Lewis said usage does not support buying more. Renewal date is 10 Apr 2027.
What happened: Hollie Grieve led the QBR with Bethany Cole, James Whitworth and Sana Rahman. Lewis Kerr joined for commercial questions.
Customer view: James asked whether seven or so users on forty seats was a cost concern, and welcomed Lewis saying there is no case for buying more. Sana described dashboards the team built, and Bethany said the view answers most of what a university will ask.
Commercial: Lewis confirmed the executed order form dated 10 Apr 2026 at £45k a year plus VAT, matching the invoices. Renewal is 10 Apr 2027, and James wants to know cost points now, not at renewal.
Watch: value must be shown before renewal. Bethany wants more of the team asking the brain directly, not relying on Sana.
Themes
As at Fri 9 Oct 2026Theme
QBR usage and renewal
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send the executed order form to James Whitworth on the day of the call.
- Hollie Grieve to send the usage breakdown by team and then set up the training session once Sana's case list is done.
- Hollie Grieve to start the renewal conversation in the new year with the usage picture in hand.
Risks
As at Fri 9 Oct 2026- The CFO is watching cost against forty seats and around seven active users, so a value case is needed before renewal.
- Dashboard building rests largely on Sana, a key-person dependency.
Opportunities
As at Fri 9 Oct 2026- A training session on asking the brain questions directly could widen use across the partnerships team.
Transcript
Hollie GrieveAfternoon, everyone. Let me just see who's here. Bethany, James, Sana, and Lewis has just joined. Can everyone hear me?
Bethany ColeYes, afternoon Hollie. All good here.
Sana RahmanHello, yes, I can hear you. Apologies if I drop out, I'm on the guest wifi today.
James WhitworthGood afternoon. Before we begin, if I may, a quick point on the paperwork. Which version is the signed one on your side?
Lewis KerrGood afternoon James. The executed order form, dated 10 Apr 2026. Growth tier, forty users, £45,000 a year, plus VAT. That's also what's been invoiced, so the two agree.- James WhitworthGood. That matches what we hold. Let's check the order form on our side afterwards, but I'm content. We pay on the terms we signed.
- Lewis KerrUnderstood. I'll send a copy of the executed form over today so it's with you in writing.
- James WhitworthThank you.
- Hollie GrieveGreat, thanks both. So this is the quarterly review. I'll go through usage and support, then we'll look at what you want from the next quarter, and Lewis is here in case anything commercial comes up. Is that all right as an order?
- Bethany ColeThat's fine. Though I do have the next partner review on my mind, so I'll be asking what the numbers can show me.
- Hollie GrieveOf course, partners first. Let me start with usage. Average active users over the last month is around seven and a half, and that's up about half again on the previous quarter.
- Sana RahmanThat tallies with what I see on the admin side. More people have logins that are actually being used, rather than just sitting there.
- Hollie GrieveExactly. And in the last review we were looking at it going from a small base, so it's a good trend. You've got forty seats, so there's a lot of room.
- James WhitworthForty seats and seven or so users. Is that something I should be concerned about? From a cost point of view.
- Hollie GrieveFair question. I'd say no, because it's growing and the questions being asked are the real measure. But Lewis, you might want to say how you see it.
- Lewis KerrHappy to. To put a number on it, you're paying for forty seats and using a fraction, so there is absolutely no case for buying more. I'd never suggest an upgrade that the usage doesn't support, and this doesn't. The plan fits you as it stands.
- James WhitworthThat's useful to hear, thank you. I'd rather know that now than at renewal.
- Lewis KerrUnderstood. And if that ever changes, anything extra would be co-termed to your renewal, so you wouldn't have a second date to manage.
- James WhitworthGood. Which, remind me, is April?
- Lewis KerrThe renewal date is 10 Apr 2027. The contract runs to 9 Apr 2027. Hollie will be in touch well ahead of it, so it's no surprise.
- Hollie GrieveYes, I'll start that conversation in the new year, with the usage picture in hand.
- Bethany ColeCan I come back to usage for a second? Who is it that's asking the questions? I want to understand whether it's me and two others, or whether it's really spread.
- Hollie GrieveIt's a spread, which is the good news. Mostly your partnerships team, with some from resident services. I don't see one person asking a huge share of the questions, so that's healthy. I'll send you the breakdown by team.
- Sana RahmanI can add something there. The partnerships people are the ones building views now. I've built a few dashboards myself for the university partner reviews, and a couple of colleagues have been copying and tweaking them.
- Hollie GrieveThat's brilliant, Sana. Dashboards built is a really good sign, it means you're investing in it. Which ones are getting used most?
- Sana RahmanThe one that puts each university's nomination agreement next to open resident tickets and what's been invoiced. People like seeing the three together, that was the whole point of buying it.
- Bethany ColeAnd it's what I use when I'm preparing. What will the university ask? That's the first question I put to myself, and that view answers most of it.
- James WhitworthIt also helps me. When a university is slow to pay, I'd like to see in one place whether there's an open issue behind it.
- Hollie GrieveThat's a good use. Do you want me to look at whether we can make that easier for you to get to, James, or is Sana's view enough?
- James WhitworthLet me see Sana's view first. I'd rather not add anything before I know what I have.
- Sana RahmanI'll share it with you after the call, James. It's not complicated.
- James WhitworthThank you.
- Hollie GrieveRight, on to support. In the last month there were three tickets, and one of those was high priority. Nothing that stayed open for long, as far as I can see, and nothing that's come back to us.
- Sana RahmanYes, I raised most of them. I'd say the support has been quick, and I've not had to chase.
- Bethany ColeThat matters to me. If something's going to go wrong, I'd rather we've fixed it before a resident or a university notices.
- Hollie GrieveUnderstood. And, Sana, if you ever think a ticket's more urgent than the form lets you say, just tell me directly and I'll push it.
- Sana RahmanWill do, thanks.
- Hollie GrieveFinance side, James, I can see nothing overdue. Does that match yours?
- James WhitworthIt does. Nothing outstanding on our side either.
- Hollie GrieveGood. So, that's the review of where we are. What I'd like to do now is talk about the next quarter. Bethany, what would you like to see the brain doing that it isn't yet?
- Bethany ColeHonestly, I'd like more of my team using it for partner reviews, rather than relying on Sana to build things. If we could get them comfortable asking it questions directly, the dashboards would be a bonus.
- Hollie GrieveThat's a training piece. Growth gives you a good set of features for that. I could run a session with your partnerships team on asking the brain questions, using your own agreements and tickets. Would that suit?
- Bethany ColeYes, please. Not too long, people are busy. And let's bring the numbers into it, real examples, not a demo script.
- Hollie GrieveReal examples, agreed. Sana, can you help me pick a couple of cases that make sense?
- Sana RahmanYes, of course. I know which universities come up most. I'll put a short list together.
- Lewis KerrHollie, if I may, one thing from my side. I don't need anything from Hartside today, there's nothing to quote or change. I just wanted to hear how it's going, and it sounds as though it's going very well.
- James WhitworthThat's a refreshing thing for a supplier to say. Thank you, Lewis.
- Lewis KerrWell, I'd rather the renewal never surprises either of us. Kind regards to all, I'll send that order form over today as promised.
- Hollie GrieveGreat. Just to pull together who's doing what. I'll send the usage breakdown by team and a short note from today. Sana shares her dashboard with James and puts together the list of cases. I'll set up the training session with Bethany's team once Sana's list is done. Lewis sends the executed order form to James. Have I missed anything?
- Bethany ColeI'll send you the date of the partner review so you can see what we're working to.
- Hollie GrievePerfect, thank you. Thanks all, that was a good one. Speak soon.
- James WhitworthThank you, everyone. Good afternoon.
- Sana RahmanThanks, bye.
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