Follow-up from the QBR: actions and next steps
Email thread Calderbrook Housing Group: documents · cs
After the QBR, Paul Rigby sends job refs and says repairs are still double-counted in the Monday report, asking for an update. Natalie Eze says the data team will trace the jobs and promises a reply by the end of the following week.
What was said
What this says
Current to 11 Oct 26After the QBR, Paul Rigby sends job refs and says repairs are still double-counted in the Monday report, asking for an update. Natalie Eze says the data team will trace the jobs and promises a reply by the end of the following week.
Ask: Paul supplied every job ref he has logged since the housing system upgrade, with screenshots, and asked for an update. His tone is terse: the same jobs are double-counted again.
Customer view: The problem has repeated, and no cause has been given. Natalie's reply commits to a trace and the lineage for Helen, but the evidence does not show a cause or a fix.
Next: Natalie owes both customers a concrete finding. Tom Ashdown was copied, so the account executive is aware of the issue.
The thread
Updated 9 Oct 26Messages
Natalie Eze 28 Jan 2025 09:32Hi Helen, hi Paul, Thanks both for your time on the QBR call. A short note of where we got to, so it's written down. Usage is up on last quarter, with more of your 40 licensed users logging in regularly, which is a good sign that the picture is landing beyond the BI team. The questions being asked are also spreading across tenant calls, repairs and complaints, which is what you bought it for. Actions as I have them: - Paul: send me the job refs for any repairs you have seen counted twice since the housing system upgrade, and I'll have our team look at how those are de-duplicated. - Helen: tell me which parts of the board pack you want the source lineage on first, and I'll prepare those. - Me: come back to you both with what we find. I've copied Tom so he has the picture too. Best, Natalie Customer Success Manager, BB-Demo
Paul Rigby 29 Jan 2025 16:19Natalie, Job refs attached in the spreadsheet, every one I've logged since the upgrade. Screenshots of the Monday repairs report are on the second tab. Double-counted again this week, same jobs as before. Any update on this? Paul- Natalie Eze 31 Jan 2025 09:27Hi Paul, hi Helen, Thanks Paul, the spreadsheet is very useful, especially having the screenshots alongside the job refs. I've passed it to our data team and asked them to trace a handful of the jobs end to end, so we can show you where each one is being picked up twice. I don't want to guess at the cause before they've looked, so I'll come back to you once I have something concrete, and certainly by the end of next week. Helen, I'll send the lineage for the repairs figures at the same time so you have both together before the board asks. In the meantime, shout if the Monday report looks wrong again and I'll add it to the list. Thanks, Natalie