Calderbrook Housing Group - Renewal Proposal v1

Calderbrook is a housing association with around twenty-one thousand homes across West Yorkshire. The business-intelligence team bought the company brain in September 2024 so it could bring tenant calls, repairs tickets, complaints and rent arrears together into one picture that is ready for the board, without reconciling those systems by hand each month.

The brain runs inside Calderbrook's own Snowflake account. The nightly refresh is expected to complete by 07:00 customer local time on business days, as it is for every tier.

What the brain has delivered

The points below are the ones we expect to put in front of the customer. Natalie will confirm each against the account record before the proposal is finalised.

• One joined-up view. Calls, repairs, complaints and arrears sit in a single queryable layer, so the team can ask a question once instead of pulling four extracts.
• Board-ready reporting. The team has used the dashboards builder, which is part of the Growth tier, to prepare the pictures it takes to senior leadership.
• Stable service. There has been one support ticket in the last month, and it was a single high-priority item. No invoices are overdue.

Usage and adoption

We want to be straightforward about this part. The Growth subscription is licensed for 40 users. Regular activity comes from a much smaller group than that, and the number of regular users has dipped a little compared with the previous quarter.

That is not unusual for an account whose main users are an analytics team and a handful of managers, but it does mean the renewal conversation should be about value, not just continuity. Two things follow from it:

• The business case for the renewal should rest on the board reporting and the time the team no longer spends reconciling systems, not on seat counts.
• There is room to widen use beyond the core team, for example into the complaints and repairs managers who currently receive reports rather than asking questions themselves.

Proposed renewal

The annual price is held at the level Calderbrook pays today. No price change applies at this renewal. The renewal amount is the annual subscription only, because there is no new implementation work attached.

What is included

The Growth tier continues to include:

• Pages, chat and search across the connected sources
• The dashboards builder
• Quarterly business reviews with Natalie
• The Growth availability commitment, with service credits for availability only
• The Growth first-response time for priority one issues
• Nightly refresh complete by 07:00 customer local time on business days

Service levels are those in the existing executed order form. If anything in that document differs from this summary, the order form is what applies.

Options to discuss

We would like to offer the customer a short choice rather than a single take-it-or-leave-it number, but we have not priced these here and they need Tom's confirmation before anything is quoted.

• Renew as is. Same tier, same allowance, same price. The simplest route and our default recommendation.
• Renew and extend use. Keep Growth and add a short enablement programme for managers outside the core team, delivered through the quarterly reviews, so that more of the licensed users are active.
• Renew with an add-on. If the team wants more connectors or extra users later, those can be added during the term. We would not build them into this proposal unless the customer asks.

Open points before this goes out

• Natalie to confirm the current usage picture and the detail of the one open ticket, so we do not describe it wrongly.
• Tom to confirm with the account record that the order form has no special service terms that should be carried into the renewal.
• Tom to agree with Natalie who at Calderbrook should receive the proposal, and whether a short meeting should come before the document.
• Confirm whether the customer has said anything about its longer-term platform plans. Nothing in the record suggests a concern, but we should ask rather than assume.
• Decide whether to mention the extend-use option in the first version or hold it back for the conversation.

Next steps

• Tom and Natalie review this draft together and settle the open points above.
• Natalie sends the renewal notice in line with the notice period in the order form.
• Tom puts a call in the diary with the business-intelligence team to walk through the proposal and answer questions.
• Once terms are agreed, a renewal order form is issued under the existing master agreement for signature before the current term ends on 1 September 2025.

Contacts

Draft, version one. Prices and terms are subject to confirmation and to the executed order form.