Calderbrook Housing Group / BG-Demo – Onboarding
Callcompleted
Calderbrook Housing Group · 7 Oct 2024 09:45
The second onboarding call focused on repairs duplicates. Callie Brennan proposed a one-week test load against Paul Rigby's hand count, and Helen Marsden asked for a written comparison for the board pack.
What was said
What this says
As at Fri 9 Oct 2026The second onboarding call focused on repairs duplicates. Callie Brennan proposed a one-week test load against Paul Rigby's hand count, and Helen Marsden asked for a written comparison for the board pack.
What happened: Paul showed a repairs report where the housing system writes a job twice on a status change. Callie said the brain indexes what the source gives it, so duplicates must be handled in the mapping.
Customer view: Helen said her team's credibility is on the board pack and thanked Callie for not saying it would be fine. She wants arrears restricted and kept out of casual searches.
Commercial: Callie confirmed Growth, forty licensed users and £44k a year, and that the invoice matches the order form. Helen said finance is happy.
Watch: There is no second admin, so Paul is a key-person risk. Access for the call recorder and housing system is still outstanding.
Themes
As at Fri 9 Oct 2026Theme
Duplicate jobs, connector access
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan runs the test load on Paul Rigby's week of repairs and writes up a counts table before go-live.
- Helen Marsden obtains call recorder access and introduces the IT contact for Snowflake.
- Callie Brennan walks Paul through connector settings and the refresh schedule on Thursday after the stand-up.
Risks
As at Fri 9 Oct 2026- Duplicate repairs jobs may carry through to the brain unless the mapping removes them.
- Paul Rigby is the only named admin and no second admin is agreed.
- Written access for the call recorder and housing system is not yet in place.
Opportunities
As at Fri 9 Oct 2026- A written count comparison with the differences explained would give Helen Marsden board-ready evidence.
- A phased rollout from the BI team to repairs and then the rest could fill the forty Growth seats.
Transcript
Callie BrennanMorning, Helen. Morning, Paul. Can you both hear me all right?
Helen MarsdenMorning, Callie. Yes, loud and clear.
Paul RigbyAye, I can hear you. Sorry, bit of an echo, I'm in the small meeting room. Give me a second.- Paul RigbyBetter. I've moved the laptop. Is that better?
- Callie BrennanMuch better, thanks. Right, so here's the plan for the next forty-odd minutes, and I'll keep us to it. First, a quick look at where we are. Second, the connectors and what I need from your side before we switch on the refresh. Third, who does what, and the dates against each step. Then anything that's worrying either of you. Does that work?
- Helen MarsdenThat works. Before we start, can I say what I'm chasing, so it's in the room? For the board pack, section four, the repairs figures, these don't reconcile to the housing management system. They're out by a margin I can't explain, and the board will ask.
- Callie BrennanUnderstood, and that's exactly the sort of thing we want the brain to settle for you. Paul, I think you've seen something on the source side?
- Paul RigbyYeah. Let me share my screen. Can you see it?
- Callie BrennanI can see a spreadsheet. Little bit small.
- Paul RigbyI'll zoom in. Right. This is the repairs jobs report out of the housing system, for last month. Double-counted again. See these rows? Same job ref, same address, two lines. Since the upgrade it's writing a job twice when it gets a status change.
- Helen MarsdenAnd that's likely the discrepancy in section four. Paul has been keeping a list of every one.
- Paul RigbyI have. Job ref attached on each. I've raised one ticket with your helpdesk already, because I wanted to know if the brain would pick up the duplicates or just carry them through.
- Callie BrennanYes, I've got that ticket in front of me. Good ticket, actually, short and clear. I'll be straight with you, though. The brain indexes what the source gives it. If the housing system hands us a job twice, we'll see it twice unless we deal with it in the mapping.
- Helen MarsdenSo can it be dealt with in the mapping?
- Callie BrennanThat's what I want to work out with Paul today. I'm not going to tell you it's sorted until I've checked it against real rows. What I'd propose is that we take one week of repairs jobs, run the mapping on a test load, and compare the count to what the housing system says it has.
- Paul RigbyI can pull a week. Pick a week where I already know the answer. I've counted the real jobs by hand for the second week of last month.
- Callie BrennanPerfect, that's a proper test. Send me the count and the export, and I'll map it before we switch on the refresh.
- Helen MarsdenCan I ask something about that? If we dedupe in the mapping, can I show the board where the duplicates were removed? Can you show me the source?
- Callie BrennanYes. Every page and every answer in the brain links back to the source record, so you can trace a figure back to the job. And I'll write the dedupe rule into the setup note in plain English, so it isn't hidden. That's the bit I never skip.
- Helen MarsdenGood. That's what I need. My team's credibility is on that board pack.
- Callie BrennanRight, let me step back for a minute. For the record, you're on Growth, forty licensed users, and the contract is £44k a year. The invoice matches the order form, so nothing odd on the finance side. Helen, has your finance team said anything on their end?
- Helen MarsdenNo, they're happy. It went through as expected. I'd rather spend the time on the data.
- Callie BrennanFair enough. Then connectors. Now, I've got the list from the order form. What I need from your side is written access for each source, because I never start a connector without it. Let's go one at a time. Tenant calls first. Who owns the call recorder?
- Helen MarsdenThat's with our customer contact centre. I'll ask their team lead. I can have the admin credentials, or at least the access request, by the end of the week.
- Callie BrennanLovely. Written, please, even if it's just an email that says yes and names the account. Next, repairs tickets and the housing management system. Paul, that's yours?
- Paul RigbyMostly. I can get a read-only account made. IT will want to know what it reads, though. They're twitchy about the system since the upgrade.
- Callie BrennanQuite right to be twitchy. Read-only is all we ask for. I'll send a one-page note listing the tables and fields we read, so IT can see it. Would that help?
- Paul RigbyYeah, that'd do it. They like a list.
- Callie BrennanEverybody does. Complaints and rent arrears next. Helen, are those in the same system or separate?
- Helen MarsdenSeparate. Complaints is its own case system, owned by our customer relations team. Arrears sits in the housing system but the finance team controls the extract. I'd want to be careful with arrears. It's sensitive data, and I'll need to be sure who can see it in the brain.
- Callie BrennanGood, that's the right instinct. Access in the brain follows the roles you set, and we can start arrears restricted to your team and open it up later. I'd rather start tight. Is that all right, Paul?
- Paul RigbyFine by me. Fewer people to explain it to.
- Helen MarsdenMm. And I'd like it noted that I don't want arrears showing up in anyone's casual searches.
- Callie BrennanNoted, and it'll go in the setup note too. Right. That maps cleanly, I think. Let me say it back. Calls, repairs and the housing system, complaints, arrears. Four sources to start. Everything lands in your own Snowflake account, so nothing leaves your environment. Helen, who's the contact for Snowflake on your side?
- Helen MarsdenThat's a colleague in IT. I'll introduce you by email today.
- Callie BrennanGreat. I'll need them for the warehouse and the permissions, and I'd like them on the next call so we're not passing messages.
- Paul RigbyCan I ask about users? We've got forty seats and right now there's, what, two of us logging in. Helen and me.
- Callie BrennanThat's about right, yes, which is normal at this stage. Nobody else is in until the first refresh lands. What I'd suggest is we don't invite all forty at once. Start with your BI team, then a small group from repairs, then the rest once the numbers reconcile. Nobody should open the brain for the first time and find the repairs count wrong.
- Helen MarsdenAgreed. I'd rather have ten people who trust it than forty who've heard it's wrong.
- Paul RigbyAye. Same.
- Callie BrennanThen that's the order. Now, the admin side. Paul, you're named as admin. I want you able to run this alone, so I'll walk you through the connector settings and the refresh schedule in a separate session, with the setup note open. Have you got time later this week?
- Paul RigbyThursday morning's quiet. After the stand-up.
- Callie BrennanThursday after the stand-up, then. I'll send an invite. And Helen, one question. Is there anyone who'd be a second admin, in case Paul's off?
- Helen MarsdenHm. Not yet. It would be me, and I'm not the right person to be fixing connectors. Let me think about who in the team could do it. I'd rather not leave it all with Paul.
- Paul RigbyI wouldn't complain.
- Callie BrennanHa. Fair. It's worth deciding early, that's all. Last thing from me. Dates. Today is the plan. By the end of this week, written access for the call recorder and the read-only account for the housing system, plus the one-page note to IT from me. Next week, I run the test load on Paul's week of repairs and we compare counts. If the count matches, we switch on the refresh. If it doesn't, we fix the mapping first. Does that sound sensible?
- Helen MarsdenIt does. Can I ask for the comparison in writing, the count from the housing system next to the count from the brain, with the difference explained? I'll want that for the board pack.
- Callie BrennanYes. I'll write it up as a short table. Counts, differences, and the reason for each. You'll get it before we go live, not after.
- Helen MarsdenThank you. I do appreciate you not saying it'll be fine.
- Callie BrennanI don't say that until I've checked. Anything else, either of you? Paul?
- Paul RigbyJust the ticket. Any update on this? I know you've only just picked it up, but I'd like to know if someone from your side is looking at the duplicates.
- Callie BrennanI'm looking at it, Paul. I'll reply on the ticket today with what I've said here, so it's on record, and I'll tell you when the test comes back.
- Paul RigbyRight. Ta.
- Helen MarsdenNothing else from me. Thank you, Callie.
- Callie BrennanBrilliant. I'll send the actions this afternoon. Speak soon, both. Thanks, Callie.
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