Quarterly review: dates and agenda
Email thread Calderbrook Housing Group: documents · cs
Helen Marsden added unreconciled arrears and complaints figures to the review agenda and asked for the usage breakdown a day early. Natalie Eze moved the session to Thursday and agreed to bring an engineer.
What was said
What this says
Current to 11 Oct 26Helen Marsden added unreconciled arrears and complaints figures to the review agenda and asked for the usage breakdown a day early. Natalie Eze moved the session to Thursday and agreed to bring an engineer.
Ask: Helen wants the source of each arrears and complaints figure, not just totals, and the usage breakdown the day before. She also said she would rather not leave the review too long.
Customer view: The board-pack figures are still not reconciling, and that is her main concern. Natalie could not meet the Monday slot and offered Thursday at 10:30.
Next: Natalie will send the usage breakdown the day before and have an engineer trace each figure to its source.
The thread
Updated 9 Oct 26Messages
Natalie Eze 31 Jul 2025 13:04Hi Helen, It is time we put the quarterly review in the diary. I'd like to keep it practical, and I have sketched an agenda below so you can add to it. - How the brain has been used by your team this quarter, and who is asking the most questions - The state of the connected systems and whether the nightly refresh has been landing on time - Anything outstanding on the board-pack reconciliations - What you need from us over the coming months, given the term ends on 1 Sep 2025 Could you send me a couple of times for next week? I can do mornings most days, and I'm happy to go to an hour and a half if you want to go through the figures properly. Thanks, Natalie Natalie Eze Customer Success Manager, BB-Demo
Helen Marsden 1 Aug 2025 14:36Hi Natalie, Thanks, the agenda looks sensible. I would add one item: the arrears and complaints figures that still don't reconcile in the board pack. I would like to see the source for each of them, not just the totals. Monday works for me, any time after 10:00. Tuesday I am out at a site visit. If Monday is no good for you, the following Thursday is possible, though I would rather not leave it too long. Could you also send me the usage breakdown a day beforehand? It will save time on the call. Kind regards, Helen- Natalie Eze 4 Aug 2025 11:15Hi Helen, Thanks for coming back on this. Monday is today, so unfortunately I can't turn it round in time, and I don't want to rush the figures. Could we take Thursday instead? I'll hold 10:30 for an hour and send the invite straight after this. I have added the arrears and complaints reconciliation to the agenda, and I'll ask one of our engineers to join so we can trace each figure back to its source with you. The usage breakdown will reach you the day before. If Thursday doesn't suit after all, tell me and I'll find another slot. Best, Natalie