Calderbrook Housing Group - QBR
Documentfinal Calderbrook Housing Group: documents · qbr_deck · final · 2025-04-27
Quarterly business review deck dated 27 Apr 2025, prepared by Natalie Eze for the Growth tier account. It shows flat usage well below the 40 licensed users, a £44,000 a year term, and a value story not yet written down. It is not a contract.
What it says
What this says
Current to 11 Oct 26Quarterly business review deck dated 27 Apr 2025, prepared by Natalie Eze for the Growth tier account. It shows flat usage well below the 40 licensed users, a £44,000 a year term, and a value story not yet written down. It is not a contract.
What it is: a quarterly business review deck prepared by Natalie Eze, stored as final. It reviews the Growth tier account for Calderbrook Housing Group and sets out a plan for the months before renewal.
Says: usage is flat and concentrated in the business-intelligence team. The deck rates key-person risk as "Real: if one or two analysts were away, usage would fall noticeably".
Stale: the deck is dated 27 Apr 2025 and the term it describes ended on 1 Sep 2025. The evidence does not show what happened at renewal or whether any planned action was done.
Not settled: renewal pricing is left open, with "Tom will confirm the figures in writing". The deck names Tom Ashdown as account owner, and nothing in it shows whether he is still in that role.
As found in this document
Current to 9 Oct 26- Date end1 Sep 2025Source: object_read:doc_007_011
- Date renewal1 Sep 2025Source: object_read:doc_007_011
- Date start2 Sep 2024Source: object_read:doc_007_011
- Price£44,000Source: object_read:doc_007_011
- Licensed users40Source: object_read:doc_007_011
The document
Body
Calderbrook Housing Group - QBR
Quarterly business review · Growth tier · Final
Prepared by Natalie Eze, Customer Success Manager, BB-Demo Account owner: Tom Ashdown Review date: Sunday 27 April 2025
Agenda
- Where we are: the contract and the account at a glance
- Usage: who is using the brain and how
- Value: what Calderbrook is getting from it
- Support and service: tickets, responses and invoices
- Looking ahead: renewal and the plan for the coming months
The account at a glance
| Item | Detail |
|---|---|
| Organisation | Calderbrook Housing Group, Leeds |
| Sector | Housing association, with homes across West Yorkshire |
| Tier | Growth |
| Customer since | Monday 2 September 2024 |
| Contracted annual recurring revenue | £44,000 |
| Licensed users | 40 |
| Current term ends | 1 September 2025 |
| Account owner | Tom Ashdown |
| Customer Success Manager | Natalie Eze |
The brain was bought so that the business-intelligence team could bring tenant calls, repairs tickets, complaints and rent arrears into one picture that is ready for the board. That is still the yardstick for this review.
Usage: headline
Read the whole document (5,652 characters)
- Active usage has been steady this quarter. The number of active users is essentially level with the previous quarter, with no sharp rise and no fall.
- Active users in a typical month sit well below the 40 licensed users. The licence is not the constraint; adoption beyond the core team is.
- Usage is concentrated in the business-intelligence team, which is what we would expect given why the brain was bought.
What this means: there is plenty of headroom on the licence. The opportunity is to widen who asks questions, not to buy anything more.
Usage: reading the trajectory
| Signal | Reading |
|---|---|
| Active users | Flat against the prior quarter |
| Licensed users | 40, so a large part of the allowance is unused |
| Concentration | A small core team carries most of the activity |
| Key-person risk | Real: if one or two analysts were away, usage would fall noticeably |
A flat line is not a problem in itself, but at this stage of the term we would like to see it rising. We will discuss which teams, such as repairs, complaints and income management, could get direct value without going through the analysts.
Value delivered
- One joined-up view. Tenant calls, repairs tickets, complaints and rent arrears sit in one place, so the team no longer reconciles them by hand before each board cycle.
- Board-ready reporting. The business-intelligence team can answer cross-cutting questions directly, rather than waiting for separate extracts from each system.
- Runs in your own Snowflake account. The data stays under Calderbrook's control, which matters for a regulated housing provider.
What we would like to do before renewal is put numbers to this: how much analyst time the joined-up view saves each reporting cycle, and which board questions are now answered in minutes. We would ask the business-intelligence team to help us with that.
Support and service
| Measure | Position |
|---|---|
| Tickets in the last month | One |
| High priority tickets in the last month | One |
| Overdue invoices | None |
| Payment history | Up to date |
The volume is very low. For a team of this size that is consistent with a stable set-up, but we also want to be sure it is not silence. Natalie will check in with the team directly rather than relying on tickets alone.
The one high-priority ticket was handled under the Growth service level. Nightly refresh continues to complete before the start of the business day.
Risks and watch points
- Narrow adoption. Most activity comes from a small group. If that group changes, value is hard to show.
- Value story not yet written down. The board sees the output, but nobody has quantified what the brain saves.
- Renewal is approaching. The current term ends on 1 September 2025, and the renewal conversation needs to start well ahead of the notice window.
- Alternatives. Large housing groups sometimes consider building their own platform. We have no specific indication of this at Calderbrook, but it is a question worth asking openly.
Plan for the coming months
| Action | Owner | Timing |
|---|---|---|
| Short working session with the business-intelligence team to list the questions they ask most | Natalie Eze | Next month |
| Invite one or two further teams to a demonstration on Calderbrook's own data | Natalie Eze | Within the next couple of months |
| Draft a one-page value summary for the board | Natalie Eze with the customer's business-intelligence lead | Before the renewal conversation |
| Confirm renewal intentions and any change in scope | Tom Ashdown | Ahead of the notice window |
| Agree the date of the next review | Natalie Eze | At the end of this session |
Renewal outlook
- Current term: Growth tier, £44,000 a year, ending 1 September 2025.
- Pricing at renewal will follow the price book that applies to the renewal date; Tom will confirm the figures in writing.
- Our recommendation is to spend the next few months widening usage and capturing the value story, so that the renewal is a decision about benefit, not just cost.
Questions and next steps
We would like to hear from Calderbrook:
- Which questions does the board ask that still take too long to answer?
- Are there teams who would use the brain if it were easier to reach?
- Is anything planned in your systems landscape that we should know about?
Thank you for your time. Natalie and Tom will follow up with the actions above.