Calderbrook Housing Group / BB-Demo – Demo
Callcompleted
Calderbrook Housing Group · 2024-07-08 10:30
On Calderbrook's extract, Hannah Lowe's rule made the repairs count match the repairs manager's figure. Helen Marsden called it the first time the two agreed without a manual adjustment. Close is pencilled for 16 Aug 2024.
What was said
What this says
Current to 13 Oct 26On Calderbrook's extract, Hannah Lowe's rule made the repairs count match the repairs manager's figure. Helen Marsden called it the first time the two agreed without a manual adjustment. Close is pencilled for 16 Aug 2024.
What happened: Hannah Lowe demoed the brain on Calderbrook's own extract. Paul Rigby showed that follow-on visits double-count jobs since the housing system upgrade, and her rule counted each job reference once.
Customer view: The corrected figure matched the repairs manager's number. Helen said it was the first time the two agreed without a hand adjustment, and Paul wants a saved page he can open before stand-up.
Commercial: Tom restated £56k as the total deal value for the Growth subscription plus one-off implementation, not an annual price. Helen called the 16 Aug 2024 close tight but not impossible, pending her director.
Watch: Hannah stressed the result covers one month on one extract, so a full-year run is promised. Paul would be the only admin, so a second named admin matters.
Themes
Current to 9 Oct 26Theme
Demo on own data
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Paul Rigby to send the full-year extract with follow-on visit lines and a prioritised systems list.
- Hannah Lowe to run the rule across the year and write up the caveats and source rows.
- Tom Ashdown to send the one-off against yearly split of the £56,000 and a diary invite.
Risks
Current to 9 Oct 26- The reconciliation is proven on one month and one extract only, so the full-year run must confirm it before the board relies on it.
- Paul Rigby is the only named admin, which is a key-person risk until a deputy is named.
- The 16 Aug 2024 close depends on Helen's director and is described as tight.
Opportunities
Current to 9 Oct 26- Growth tier saved pages and dashboards builder meet Paul's wish for a right-first-thing view each morning.
- Joining repeat repairs, complaints and arrears answers the board question Helen set out.
Transcript
Tom Ashdown NoneHello, hello. Can you all hear me alright? I've got Hannah on from our side, and I think that's Helen just joining.
Helen Marsden NoneGood morning. Yes, I can hear you. Paul's just getting his camera sorted, he's in a different room to me.
Paul Rigby NoneMorning. Can you see me? No? Hang on.- Tom Ashdown NoneNo drama, take your time. How's your week been so far, Helen? Monday's always a bit of a beast, isn't it.
- Helen Marsden NoneIt's been a week of reconciling things, to be honest. I've got a board pack deadline coming and the repairs section still doesn't reconcile to the housing management system. So that's rather why we're here.
- Tom Ashdown NoneRight, well, that's helpful to know up front. I'll let Hannah run the main bit, because she's the one who's actually built something on your data. Hannah, over to you.
Hannah Lowe NoneThanks, Tom. Morning both. Before I share anything, what do you most need to know by the end of the hour? I'd rather aim at that than walk you through every screen.- Helen Marsden NoneWhether we can get tenants, repairs, complaints and arrears into one picture the board can trust. Section four of the pack is repairs performance, and the numbers there are not the numbers the repairs team quote. The board will ask, and I'd like to be able to answer.
- Paul Rigby NoneI can show you one. Sharing my screen now. This is the completed repairs report for last month. Look at the job count. Double-counted again.
- Hannah Lowe NoneOkay, I can see it. Is that every job appearing twice, or only certain job types?
- Paul Rigby NoneNot all. Jobs that got a follow-on visit. Since the housing system upgrade, the follow-on gets its own line and the original line stays. So a job with a return visit shows up as two jobs.
- Hannah Lowe NoneRight. That's very useful, because it's something we can test rather than argue about. To be precise, I don't want to promise we fix your source system. What we can do is show you where the duplicate arises and make the brain count it once. Let me share, and I'll use the sample you sent us.
- Helen Marsden NoneCan I just ask, when you say sample, is that our actual data or something generic?
- Hannah Lowe NoneYour actual extract, the repairs and tenancy files Paul sent across a couple of weeks ago, loaded into a demo environment. Nothing generic. Nothing here is live in your systems yet.
- Helen Marsden NoneGood. I just want to be sure the figures I'm looking at are ours.
- Hannah Lowe NoneUnderstood. Okay, you should see the home page now. This is the brain's chat and search. I'll ask it a plain question first. How many repairs jobs were completed last month?
- Hannah Lowe NoneAnd while that thinks, I'll say the short answer is it will give you a number, and the longer answer is it will also show you which records it counted.
- Paul Rigby NoneThat's the same inflated figure as my report.
- Hannah Lowe NoneIt is, yes. That's deliberate, I wanted us to start from the wrong answer so we can see it's the same wrong answer. Now I'll click into the source panel. Helen, this is the bit I think you'll care about.
- Helen Marsden NoneCan you show me the source?
- Hannah Lowe NoneThat's exactly what this is. Every figure links back to the underlying rows. Here are the job references that make up the count. Paul, can you see the pairs?
- Paul Rigby NoneYeah. Same job ref, two lines, different visit dates. Job ref attached in my last ticket, that's the one.
- Hannah Lowe NoneGood. So what I'd do is build a rule in the layer that sits in your Snowflake account, so one job reference counts once and the return visits hang underneath it. I'll apply that now on the demo copy. This takes a minute or so.
- Tom Ashdown NoneWhile that runs, Helen, can I ask what you do today to get round this? Is it all manual in the BI team?
- Helen Marsden NoneLargely. Paul keeps a spreadsheet of every discrepancy and we adjust by hand before anything goes to the board. It works, but it's slow, and I don't love that the adjustment lives in a spreadsheet and not anywhere auditable.
- Paul Rigby NoneIt's a lot of tickets I've raised too. I just log them and move on.
- Tom Ashdown NoneFair enough. Not criticising, it's a tricky upgrade to live with. Right, Hannah, sorry, did it finish?
- Hannah Lowe NoneNearly. There we are. I'll ask the same question again. How many repairs jobs were completed last month?
- Paul Rigby NoneThat's lower. That's about where I'd expect it.
- Helen Marsden NoneHang on. Does that figure match what the repairs manager gave me for the pack? I need to compare it properly, not just look at it.
- Paul Rigby NoneI've got the manager's number here. Give me a second. Yeah. It matches.
- Helen Marsden NoneRight. Well. That's the first time I've seen those two agree without somebody adjusting something by hand.
- Hannah Lowe NoneI'd add a caveat, though, because I don't want to overstate it. This is one month, on one extract. Before you rely on it for the board we'd want to run it across the whole of last year and check a sample of return visits by eye. I'll put that in writing.
- Helen Marsden NonePlease do. I'd rather have the caveat than the surprise.
- Hannah Lowe NoneOf course. Shall I move on to complaints and arrears? Because the bigger point of the brain is joining them up.
- Helen Marsden NoneYes, please. That's the board question really. Do tenants with repeat repairs also complain, and do they fall behind on rent.
- Hannah Lowe NoneOkay. I'll ask it in those words. Which tenancies had more than one return visit on the same repair and also have an open complaint?
- Hannah Lowe NoneIt's pulling from the repairs file, the complaints export and the tenant calls we loaded. Here's the list. You can see each row has the tenancy, the repair, the complaint and a link to the call note.
- Paul Rigby NoneCan you filter by patch? The patch managers will ask for that at the stand-up.
- Hannah Lowe NoneYes. Give me a moment. There, a filter on patch. And you can save this as a page, so the same view is there each morning without anyone rebuilding it.
- Paul Rigby NoneThat would do me. I get in, open it, and it's right. That's all I want before stand-up.
- Tom Ashdown NoneThat's what I'd leave you with, really. Saved pages and the dashboards builder are part of the Growth tier, which is what we've scoped for you.
- Helen Marsden NoneWhich brings me to the practical side. Who looks after it day to day? Paul does the repairs reporting now, but I don't want this to become one person's second job.
- Hannah Lowe NoneFair worry. The short answer is Paul would be the admin, and the longer answer is that the rules, like the one I just built, are written down and live in your Snowflake account, so they're not in anyone's head. I'd also suggest a second named admin in your team from the start.
- Helen Marsden NoneA deputy for Paul. Yes, I can see that. I'll think about who.
- Paul Rigby NoneI'd not say no to that.
- Tom Ashdown NoneHa. Noted. Right, can I do the commercial bit while we've all got our heads in the room? Helen, you've seen the proposal draft.
- Helen Marsden NoneI have. I've read it, though I'd like it explained more plainly. There's a figure of fifty-six thousand pounds and I need to know exactly what that covers before I take it to my director.
- Tom Ashdown NoneGood question, and I'd rather get it right than say it off the top of my head. As I have it, the fifty-six thousand, so £56k, is the total value of the deal. That's the Growth subscription and the one-off implementation together. It's not an annual price, so please don't read it as a yearly figure. I'll confirm the split in writing today.
- Helen Marsden NoneSo the yearly cost afterwards would be lower than that.
- Tom Ashdown NoneYes. The implementation is a one-off, then it's the annual subscription from there. That split is exactly what I'll put in the email so you've got it in black and white.
- Helen Marsden NoneThank you. Section six of our procurement notes asks for a clear one-off versus recurring split, so that will be useful.
- Tom Ashdown NoneNo drama. And on timing, we've pencilled the close for Friday 16 August 2024, but that's only if it suits you. If you need longer for your director, say so and we'll rework it.
- Helen Marsden NoneI think that's tight but not impossible. The board meets after that, and I'd like to have this in place before it, so I'm not unhappy with the date. Let me see what my director says.
- Hannah Lowe NoneCan I add something on that, Helen? Before the date, I'd like us to run the repairs rule over the full year of data, as I said. That's something we can do in the next few weeks, so you'd have evidence to put in front of your director rather than just this one month.
- Helen Marsden NoneThat would help a great deal. Yes, do that.
- Paul Rigby NoneI can send the full year extract. Same format as before?
- Hannah Lowe NoneSame format, yes, please. And include the follow-on visit lines, because those are the ones the rule depends on.
- Paul Rigby NoneWill do. Anything else you need from me?
- Hannah Lowe NoneA list of the systems you'd want connected, in priority order. Housing management first, I assume. Then the call recorder and the helpdesk, and rent arrears from wherever that lives.
- Helen Marsden NoneArrears is in the housing system too, so that's one. Complaints are a separate log. I'll have Paul put the list together with the owners of each.
- Tom Ashdown NoneBrilliant. So, to sum up, as I'm rambling a bit. Paul sends the full year extract and the systems list. Hannah runs the rule across the year and writes up the caveats. I send you the proposal split of the fifty-six thousand, one-off versus yearly. Helen, you take it to your director.
- Helen Marsden NoneThat's right. And I'd like the reconciliation of the repairs figure in writing, with the source rows, so I can reference it in section four.
- Hannah Lowe NoneI'll put that in writing. You'll have it with the year-long run.
- Tom Ashdown NoneLet's get something in the diary for the week after next, once you've all had a look. I'll send an invite.
- Helen Marsden NonePlease do. Thank you both. This was more useful than I expected, I'll be honest.
- Paul Rigby NoneAye, cheers. Extract will be with you shortly.
- Tom Ashdown NoneCheers, all. Speak soon. Leave that with me.
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