Calderbrook Housing Group - QBR
Documentfinal Calderbrook Housing Group: documents · qbr_deck · final · 2025-09-14
Final quarterly review deck dated 14 Sep 2025 for the Growth tier. It states a contracted £44,000 and 40 licensed users, and flags active users down by around a quarter. The term ends 1 Sep 2026. No service levels are stated.
What it says
What this says
Current to 11 Oct 26Final quarterly review deck dated 14 Sep 2025 for the Growth tier. It states a contracted £44,000 and 40 licensed users, and flags active users down by around a quarter. The term ends 1 Sep 2026. No service levels are stated.
What it is: a customer success QBR written by Esther Quaye, who names Tom Ashdown as account owner. It is candid about softening adoption and sets out actions ahead of renewal.
Commits: nothing contractual. It lists proposed actions for Esther, engineering and Tom, such as a connector and indexing check and a working session with the business-intelligence team.
Unusual: the deck itself flags that "That is not a billing problem, but it is exactly the kind of gap a finance reviewer will notice at renewal." It reads a quiet support queue as possible disengagement, not satisfaction.
Not settled: why usage fell, which teams dropped away, and whether board reports still start from the brain. It is more than a year old. The 1 Sep 2026 term end is before today, and the deck does not show whether the account renewed or what the actions found.
As found in this document
Current to 9 Oct 26- Date end1 Sep 2026Source: object_read:doc_007_016
- Date renewal1 Sep 2026Source: object_read:doc_007_016
- Price£44,000Source: object_read:doc_007_016
The document
Body
Calderbrook Housing Group - QBR
Quarterly business review · Growth tier · Final
Prepared by Esther Quaye, Customer Success Manager, BB-Demo Account owner: Tom Ashdown Review date: 14 Sep 2025
1. Purpose of this review
Just so we're aligned, this review does three things:
- Look at how the brain is being used across Calderbrook's business-intelligence team and the teams it serves.
- Be honest about where adoption has softened and what we think is behind it.
- Agree a short list of actions for the weeks ahead, ahead of the renewal on 1 Sep 2026.
Calderbrook has been a BB-Demo customer since 2 Sep 2024. The brain was bought so the business-intelligence team could join tenant calls, repairs tickets, complaints and rent arrears into one board-ready picture across the homes you manage in West Yorkshire.
2. Contract at a glance
| Item | Position |
|---|---|
| Tier | Growth |
| Contracted annual recurring revenue | £44,000 |
| Licensed users | 40 |
| Customer since | 2 Sep 2024 |
| Current term ends | 1 Sep 2026 |
| Invoices overdue | None |
Read the whole document (5,801 characters)
The Growth tier includes the dashboards builder and quarterly business reviews, which is what this document is. Payments are up to date and there is nothing outstanding on the accounting side.
3. Usage: the headline
The headline is a concern, and I would rather say it plainly.
- Only a small fraction of the 40 licensed users are active in a typical day. The thirty-day average is in the single digits.
- Active users have fallen by around a quarter compared with the prior quarter.
- The fall is a trend, not a one-off dip, so it needs a conversation rather than a wait-and-see.
| Measure | Direction |
|---|---|
| Licensed users | 40, unchanged |
| Active users (thirty-day average) | Well below the licensed number |
| Change on prior quarter | Down by around a quarter |
I have logged that the licence is much larger than the active base. That is not a billing problem, but it is exactly the kind of gap a finance reviewer will notice at renewal.
4. Support picture
- No tickets raised in the last thirty days.
- No high-priority tickets in the same period.
- No overdue invoices.
In a busy account, no tickets can mean everything is working. Here, set beside falling usage, I read it more cautiously: it may mean fewer people are reaching for the brain and so fewer are hitting problems. I would like to test that with you rather than assume it.
5. What we can and cannot say
What the records show
- Contracted value and licensed users are as stated above.
- Active users have fallen quarter on quarter.
- Support and billing are quiet.
What the records do not show
- Why people have stopped logging in. It could be a change of working pattern, a reorganisation, a different tool being used for some questions, or simply that the original sponsors are busy with board cycles.
- Which teams have dropped away, and whether the remaining users are concentrated in a few people.
- Whether the board reports built on the brain are still being produced from it.
I would rather ask than guess, so these are questions for the working session below.
6. Value: what the brain was bought to do
The original aim was a single, board-ready picture that joins four views of the tenant experience:
- Tenant calls
- Repairs tickets
- Complaints
- Rent arrears
The test of value is simple: when the board pack is assembled, does it start from the brain or from a manual reconciliation? If it starts from the brain, usage should show it in questions asked and dashboards built. If people have gone back to reconciling by hand, that is the loss we need to catch early.
7. Risks to name
| Risk | Why it matters |
|---|---|
| Falling active users | Weakens the case for the licence at renewal |
| Possible key-person reliance | A few people carrying most of the use leaves the account exposed if one moves on |
| Quiet support queue | May hide disengagement rather than satisfaction |
| Stale data going unnoticed | If fewer people look, a connector problem could sit unseen |
8. Proposed actions
| Action | Owner | Timing |
|---|---|---|
| Working session with the business-intelligence team to find out where use has dropped | Esther Quaye, with Calderbrook's team lead | Within the next few weeks |
| Check every connector is loading and records are still being indexed | Esther Quaye, with engineering | This week |
| Review who is using the brain and which of the 40 licences are idle | Esther Quaye | Before the working session |
| Short refresher for teams that have drifted, built around the board reporting cycle | BB-Demo customer success | Agreed at the working session |
| Executive check-in on value ahead of renewal planning | Tom Ashdown | Next quarter |
I will not promise outcomes I cannot control, but I will chase engineering on the connector check today and log what comes back.
9. Looking ahead to renewal
The current term ends on 1 Sep 2026. That is some way off, which is the good news: there is time to rebuild adoption and show value properly before anyone has to decide anything.
The aim of the next two reviews is that Calderbrook can say, in its own words and with its own numbers, what the brain is worth to the board reporting process. If we cannot do that, we should know early and talk about it openly.
10. Next steps
- Confirm the working session with the business-intelligence team.
- Share the connector and indexing check with you once it is done.
- Agree who owns the brain day to day on the Calderbrook side, so nothing depends on one person.
- Meet again at the next quarterly review to report progress against the table above.
Many thanks, Esther Quaye Customer Success Manager, BB-Demo