Getting a check-in in the diary before the contract end
Email thread Calderbrook Housing Group: documents · cs
Helen Marsden told Amara Obi that her team has been moving board-pack reporting to an in-house platform since the spring. Only the repairs and arrears sections still use the brain. A meeting was set for Tuesday afternoon.
What was said
What this says
Current to 11 Oct 26Helen Marsden told Amara Obi that her team has been moving board-pack reporting to an in-house platform since the spring. Only the repairs and arrears sections still use the brain. A meeting was set for Tuesday afternoon.
Ask: Amara requested a check-in before the 1 Sep 2026 contract end, noting falling logins, no open tickets and nothing outstanding on invoices.
Customer view: Helen said the usage drop is real and most of her team have worked on the in-house platform since the spring. She said she cannot promise what the conversation will change.
Next: Helen asked that the colleague who runs repairs reporting and administers the brain join. Amara agreed to bring a usage view by connector and by person.
The thread
Updated 9 Oct 26Messages
Amara Obi 31 Jul 2026 17:42Hi Helen, I'm Amara, the Customer Success Manager now looking after Calderbrook at BB-Demo. We haven't spoken properly yet, so I wanted to introduce myself and ask for a bit of your time. Here's what the numbers say: Calderbrook is on Growth with 40 licensed users, and the number of people actually logging in has dropped noticeably compared with the previous quarter. There are no open tickets and nothing outstanding on invoices, so I don't think this is a service problem. I'd rather ask you directly than guess. The contract runs to 1 Sep 2026, so I'd like us to sit down well before then. Could we find half an hour for a check-in over the next week or so? I'd like to hear what good looks like for your team from here, and who else should have access or be on the call. Best, Amara
Helen Marsden 31 Jul 2026 18:05Hello Amara, Thank you for writing, and for being direct. I would rather be equally direct with you. The usage you are seeing is real. We have been moving our board-pack reporting onto an in-house platform, and most of my team have been working there since the spring. The tenant repairs and arrears sections of the board pack are the last ones still drawing on the brain, and I would like to be able to show the source for each figure when the board asks. I am happy to talk. Tuesday afternoon would suit me best. On who should join: the colleague who runs repairs reporting and also administers the brain on our side should be there, as he knows the connectors far better than I do. I would suggest nobody else for now. I should be clear that I can't promise what the conversation will change. Kind regards, Helen- Amara Obi 4 Aug 2026 15:56Hi Helen, Thanks for being so open last week, and no pressure on the outcome. I just want us both to have the full picture before the contract end on 1 Sep 2026. Let's go for Tuesday afternoon next week. I'll send an invite to you and to your colleague who runs repairs reporting and administers the brain. I'll bring a short usage view by connector and by person, so we can see which of the repairs and arrears sections still depend on the brain and where the figures come from. If there is anything specific the board will ask about those sections, send it over beforehand and I'll make sure we cover it. Best, Amara