Following up on your support ticket
Email thread Calderbrook Housing Group: documents · support
Olivia Grant re-ran the affected refresh and asked Helen Marsden to confirm. Helen says repairs are closer but arrears still do not reconcile, and she wants an explanation of why it was wrong, not just a re-run.
What was said
What this says
Current to 11 Oct 26Olivia Grant re-ran the affected refresh and asked Helen Marsden to confirm. Helen says repairs are closer but arrears still do not reconcile, and she wants an explanation of why it was wrong, not just a re-run.
Ask: Helen wants to see where each figure comes from. She will send two examples with the report each came from.
Customer view: The gap is smaller but still there, and the board will ask. She says this is the second time this month she has had to chase something like this and wants a proper explanation.
Next: Olivia needs to trace the examples to source and give a root cause. A re-run alone has not satisfied the customer.
The thread
Updated 9 Oct 26Messages
Olivia Grant 10 Jun 2025 10:01Hello Helen, I am following up on the ticket you raised about the figures that were not matching in your board-pack extract. We have re-run the affected refresh and the records are now loading again. Could you check the arrears and repairs numbers on your side and tell me whether they now line up with the housing management system? If they still differ, please send me one or two example figures, with the report they came from, and I will trace each back to its source. I would rather confirm this with you than assume it is fixed, since you need these for the board. Kind regards, Olivia Olivia Grant Support Engineer, BB-Demo
Helen Marsden 10 Jun 2025 12:30Hi Olivia, Thanks for the quick follow-up. I have looked at them. The repairs numbers are closer, but the arrears section of the board pack still doesn't reconcile with the housing management system. The gap is smaller than before, but it is there, and the board will ask about it. I will send you two examples this afternoon, with the report each came from. Please can you show me where each figure is coming from, rather than just confirm that the refresh ran? A re-run on its own doesn't tell me why it was wrong in the first place. This is the second time this month I have had to chase something like this, so I would appreciate a proper explanation. Kind regards, Helen