Lunesdale Homes / BG-Demo – Discovery
Callcompleted
Lunesdale Homes · 11 Dec 2025 13:45
Discovery call with Lunesdale Homes. The insight team spends about two weeks each quarter reconciling complaints by hand. Finance wants whole-life cost, procurement clarity and a comparison before any decision.
What was said
What this says
As at Fri 9 Oct 2026Discovery call with Lunesdale Homes. The insight team spends about two weeks each quarter reconciling complaints by hand. Finance wants whole-life cost, procurement clarity and a comparison before any decision.
What happened: Priya Raman ran discovery with Alison Mawdsley and Christopher Bamber. Alison described complaints reconciled by hand across the contact centre, repairs and housing management systems.
Customer view: Alison wants a trend the board can trust and evidence for the regulator. She is wary of overclaiming and would rather see a small thing done properly.
Commercial: Priya mentioned a pencilled deal amount of £140k for Enterprise, total deal value with implementation, and a 16 Jan 2026 target. Christopher wants whole-life cost in writing, will not negotiate on a call and expects a comparison.
Watch: Procurement route is unconfirmed and in-house is an alternative. Christopher has other priorities this year and will not decide on a single option.
Themes
As at Fri 9 Oct 2026Theme
Complaints reconciliation, Enterprise discovery
Importance
upsell
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priya Raman sends procurement a short description of what is bought and how it is delivered.
- Priya Raman schedules a demo on a narrow slice of repairs complaints data.
- Alison Mawdsley sends a rough estimate of analyst effort, aiming for before the end of the year.
Risks
As at Fri 9 Oct 2026- Christopher expects a comparison, including in-house, and will not decide on a single option.
- Procurement route is unconfirmed and could lengthen the cycle.
- Alison is wary of overclaiming, so the demo must prove value on a narrow slice.
Opportunities
As at Fri 9 Oct 2026- A clear pain point: about two weeks of manual reconciliation each quarter across three main systems.
- Enterprise fit for about eighteen thousand homes across Lancashire and Cumbria, starting with insight and repairs teams.
Transcript
Priya RamanHello, hello. Can you hear me all right? I'm never sure with this headset.
Alison MawdsleyYes, fine. Good afternoon, Priya. Christopher's just coming in.
Christopher BamberGood afternoon. Apologies, I was on another call that overran.- Priya RamanNo problem at all, thanks for joining. So, a quick recap of where we are. We spoke briefly a couple of weeks ago, today is discovery, so I'd love to hear how you work, what hurts, and then we can look at what an Enterprise setup might look like. I'm conscious of Christopher's time, so I'll keep us moving.
- Christopher BamberBefore we go further, what is the commercial position at this stage?
- Priya RamanSure. Honestly, it's early, so nothing is fixed. We've pencilled in a deal amount of £140,000 for Enterprise, which is a total deal value with implementation included, and a target of 16 January 2026 on our side. But today is about whether it fits, not about the number.
- Christopher BamberI see. I'd want to understand the whole-life cost, not just the headline. And I would not negotiate on a call.
- Priya RamanCompletely understood. We'll put everything in writing, and you can take your time over it.
- Alison MawdsleyIf I may, I'll start with the latest complaint data, because it frames why I asked for this. For the last quarter, the insight team reconciled complaints from the contact centre, the repairs system and the housing management system by hand. It took the better part of two weeks for each board report.
- Priya RamanTwo weeks. By hand. Right. And that's every quarter?
- Alison MawdsleyEvery quarter, and the numbers don't always agree between the sources. Which estate a complaint relates to is sometimes recorded, sometimes not.
- Priya RamanOkay, that's really helpful. So the pain is the stitching together, and then the trust in the output.
- Alison MawdsleyExactly. The board wants to see the trend, not the anecdote. And I'd like the regulator to look at how we handle complaints and recognise it as good practice. At the moment I can't evidence that quickly.
- Priya RamanAnd how many homes are we talking about, just so I picture the scale?
- Alison MawdsleyAbout eighteen thousand homes across Lancashire and Cumbria. The insight team and the repairs teams would be the first users.
- Priya RamanLovely. And which systems feed those two teams? Just the ones you named, or more?
- Alison MawdsleyThose three mainly, plus the email inbox for the complaints team and the survey results. Surveys are held separately.
- Priya RamanRight. So what we do is put one layer over those sources, built inside your own Snowflake account, and your teams ask it questions in plain language. So instead of two weeks of reconciling, someone asks, for example, which estate had the most repeat repair complaints, and gets an answer with the evidence behind it.
- Alison MawdsleyWhich estate. Yes, that is the question. And what does the tenant experience in that chain? That's what I keep coming back to.
- Priya RamanGood point. You'd see the complaint, the repair history and the follow-ups together, so you can see whether the tenant was left waiting. I'd want to show you that on your own data in a demo, rather than tell you.
- Alison MawdsleyI would want that. I'm wary of anything that overclaims. I'd rather see it do a small thing properly.
- Priya RamanHappy to make this easy. We'd scope the demo narrowly, say repairs complaints for one area, and you judge it on that.
- Christopher BamberIs this a framework purchase, or would it go out to tender? I need to know how procurement would treat it.
- Alison MawdsleyI'd assume it follows our normal procurement route. I'm not going to skip that, Christopher. I'll confirm with the procurement team.
- Priya RamanThat's fine from our side. We work within whatever route you need. If it helps, I can send a short description of what is being bought and how it's delivered, so procurement can classify it.
- Christopher BamberPlease do. And I would expect a comparison. We have other priorities this year, and I won't decide on a single option.
- Priya RamanOf course. Sensible. I won't pretend there aren't alternatives, including doing it in-house. What would you want a comparison to cover? Cost, effort, time to value?
- Christopher BamberCost over the life of the contract, internal effort, and what the board would see as a saving. Not a feature list.
- Alison MawdsleyI can help with the saving side. The two weeks of analyst time each quarter is real. I can put the effort on paper, though I'd not want to inflate it.
- Priya RamanThat would be great, Alison, and honest numbers are better for everyone. So let me pull the next steps together. I'll send the short description for procurement. We schedule a demo on a narrow slice of your repairs complaints data. And Alison, you send me a rough view of the analyst effort.
- Alison MawdsleyYes. I'll aim to do that before the end of the year, with the caveat that it's an estimate.
- Christopher BamberAnd I will see the commercial detail in writing, not on a call.
- Priya RamanYes, in writing, once we've been through the demo and know what the scope is. Thanks both. That was really useful.
- Alison MawdsleyThank you, Priya. Speak soon.
- Christopher BamberThank you. Goodbye.
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