Calderbrook Housing Group - QBR
Documentfinal Calderbrook Housing Group: documents · qbr_deck · final · 2026-01-21
Quarterly business review deck for the Growth tier account, marked Final. It reports only about five active users against 40 licensed, down by nearly half on the prior quarter, and two high-priority tickets. It frames the account as a value and adoption risk ahead of the 1 Sep 2026 term end.
What it says
What this says
Current to 11 Oct 26Quarterly business review deck for the Growth tier account, marked Final. It reports only about five active users against 40 licensed, down by nearly half on the prior quarter, and two high-priority tickets. It frames the account as a value and adoption risk ahead of the 1 Sep 2026 term end.
What it is: an internal quarterly review dated 21 Jan 2026, prepared by Elena Novak for Natalie Eze and Tom Ashdown. It is not a contract and sets no service terms.
Finding: "Of 40 licensed users, only about five were active on average over the last 30 days." Both tickets in the period were high priority, and no invoices are overdue.
Judgement: the deck reads the account as "a value and adoption risk, not a money risk", with the renewal as the engine affected. It lists five actions with owners, and the value statement is due ahead of the renewal notice.
Not settled: the deck does not say why use fell, and ticket response times are still to be checked against the Growth service level. The 1 Sep 2026 term end has passed as of 9 Oct 2026, and the evidence does not show a renewal outcome.
As found in this document
Current to 9 Oct 26- Date end1 Sep 2026Source: object_read:doc_007_018
- Date renewal1 Sep 2026Source: object_read:doc_007_018
- Price£44,000Source: object_read:doc_007_018
The document
Body
Calderbrook Housing Group - QBR
Quarterly business review, Growth tier Date: Wednesday 21 January 2026 Status: Final Prepared by: Elena Novak, Customer Success Manager, EU, for the account team: Natalie Eze (Customer Success Manager) and Tom Ashdown (account owner)
1. Agenda
To confirm, this review covers the following, as agreed for the quarterly cycle included in the Growth tier:
- Where the account stands today
- Usage and adoption
- Value delivered
- Support and service
- Risks and open questions
- Plan and next steps
2. Account at a glance
| Item | Position |
|---|---|
| Organisation | Calderbrook Housing Group, Leeds |
| Sector | Housing association, West Yorkshire |
| Customer since | 2 Sep 2024 |
| Tier | Growth |
| Contracted annual recurring revenue | £44,000 |
| Licensed users | 40 |
| Current term ends | 1 Sep 2026 |
| Invoices | None overdue |
The brain was bought so that the business-intelligence team could join tenant calls, repairs tickets, complaints and rent arrears into one board-ready picture. That purpose is the yardstick for the rest of this review.
3. Usage and adoption
Read the whole document (5,060 characters)
Headline: usage is the main concern of this review.
- Of 40 licensed users, only about five were active on average over the last 30 days.
- Active users have fallen by nearly half compared with the previous quarter.
- The brain is therefore being used by a small core of people, well below the licensed number.
| Measure | Reading | Direction |
|---|---|---|
| Licensed users | 40 | Unchanged |
| Active users, 30-day average | About five | Down by nearly half on the prior quarter |
| Overdue invoices | None | Stable |
What the evidence does not show: why the number has fallen. Our records do not say whether teams have changed how they work, whether a champion has moved on, or whether another tool has taken over some of the questions. I will make sure we ask this directly in the conversation with Calderbrook rather than assume.
4. Value delivered
We should be careful not to overstate value here. Because the active base is small, the value case rests on a few people.
- The brain still gives the business-intelligence team a single place to bring together tenant calls, repairs, complaints and rent arrears.
- The board-ready picture is the outcome Calderbrook bought the brain for; we should confirm with the team how often it is still produced from the brain.
- The dashboards builder, included in Growth, is the natural place to show that investment. We do not yet have a view from this review on how much is being built.
To confirm, a short value statement agreed with Calderbrook would help both sides judge the brain's worth ahead of the renewal conversation.
5. Support and service
| Measure | Reading |
|---|---|
| Tickets in the last 30 days | Two |
| Of which high priority | Two |
| Overdue invoices | None |
- Both tickets raised in the period were high priority. For a small active base this is worth reading carefully: a pair of urgent issues can weigh heavily on a few users.
- Response should be judged against the Growth service level for first response and availability. Timings are to be checked from ticket timestamps, not from wording.
- Nightly refresh is expected to complete by the usual morning time on business days, as for every tier. Availability and data freshness are separate matters; a brain can be available and still answer on stale data.
6. Risks and open questions
| # | Item | Why it matters | Engine affected |
|---|---|---|---|
| 1 | Active users down by nearly half | Licensed seats are far above real use, which weakens the value case | Renewal |
| 2 | Two high-priority tickets in one month | Possible frustration among a small group | Renewal |
| 3 | Few people asking the questions | Key-person risk if one or two users leave | Renewal |
| 4 | Term ends 1 Sep 2026 | The renewal conversation is approaching and the price book applies at renewal | Renewal |
Payment behaviour is good, so this reads as a value and adoption risk, not a money risk.
7. Plan and next steps
| # | Action | Owner | Timing |
|---|---|---|---|
| 1 | Hold a conversation with the business-intelligence lead to understand the fall in active use | Natalie Eze | As soon as possible after this review |
| 2 | Review both high-priority tickets and confirm resolution and response against the Growth service level | Elena Novak | Before the follow-up call |
| 3 | Offer a short refresher session for teams that have stopped using the brain | Natalie Eze | Within the quarter |
| 4 | Agree a one-page value statement with Calderbrook | Natalie Eze, with Tom Ashdown | Ahead of the renewal notice |
| 5 | Prepare renewal options for the term ending 1 Sep 2026, including how the current price book applies | Tom Ashdown | Well before the end of the term |
As agreed in our process, written actions will follow this review by email, and I will make sure that no action is left without an owner.
Kind regards, Elena