Check-in after the break
Email thread Calderbrook Housing Group: documents · cs
Esther Quaye asks on 2 Jan 2026 why fewer people are in the brain. Helen Marsden confirms usage has dropped and says a wider internal conversation on reporting is under way, though nothing is wrong with the brain.
What was said
What this says
Current to 11 Oct 26Esther Quaye asks on 2 Jan 2026 why fewer people are in the brain. Helen Marsden confirms usage has dropped and says a wider internal conversation on reporting is under way, though nothing is wrong with the brain.
Ask: Esther raises the fall in activity directly and asks whether the team's needs have shifted. She notes no open tickets and 40 licensed users.
Customer view: Helen says the drop is not only the break and that a wider internal discussion on reporting is not hers alone to describe. She says the brain itself is fine and still valued.
Next: a call early that week, starting with what the board will want next quarter.
The thread
Updated 9 Oct 26Messages
Esther Quaye 2 Jan 2026 10:48Hi Helen, Happy new year, and I hope you had a proper break. I wanted to get a check-in booked early in the year, and I'll be honest about why. I've been looking at activity on your account over the last few weeks and fewer people have been in the brain than in the autumn. Some of that will simply be the holiday period, and I don't want to read too much into it, but I'd rather ask you than guess. I've logged that there are no open tickets or issues on our side, so I don't think there is a technical problem behind it. Just so we're aligned, what I'd like to understand is whether the team's needs have shifted, and whether there is anything we could be doing better for you ahead of the next board cycle. You have 40 licensed users, so there is plenty of room for the wider team if that is useful. Could you let me know a few times that suit you next week? I'll fit around your diary. Many thanks, Esther Esther Quaye Customer Success Manager, BB-Demo
Helen Marsden 5 Jan 2026 09:01Hi Esther, Happy new year to you too, and thank you for asking so directly. I appreciate it. You're right that usage has dropped. Part of that is the break, but I won't pretend it is all of it. There is a wider conversation going on internally about how we do our reporting from here, and it isn't mine alone to describe yet. I would rather tell you that now than have you hear it second hand. I don't have a decision to share, and I don't want to say more than I know. What I can say is that nothing is wrong with the brain itself. The figures we've relied on have held up, and the team that does use it still finds it valuable. I'm happy to talk. Wednesday or Thursday this week would be fine, mornings for preference. Perhaps we could start by looking at what the board will want to see next quarter, and take it from there. Kind regards, Helen