Calderbrook Housing Group / BG-Demo – Onboarding
Callcompleted
Calderbrook Housing Group · 16 Oct 2024 09:45
Helen Marsden wants the brain to reconcile to the board pack. Paul Rigby showed repairs jobs double-counted in the source. Callie Brennan will not start the repairs connector until the dedupe rule and credentials are agreed.
What was said
What this says
As at Fri 9 Oct 2026Helen Marsden wants the brain to reconcile to the board pack. Paul Rigby showed repairs jobs double-counted in the source. Callie Brennan will not start the repairs connector until the dedupe rule and credentials are agreed.
What happened: Callie Brennan ran an onboarding call on 16 Oct 2024 with Helen Marsden and Paul Rigby. Tenant and arrears data were to be validated first, then repairs once a one-row-per-job rule is signed off.
Customer view: Helen's concern is the board pack. Last quarter the repairs-completed figure did not reconcile to the housing management system, and she wants to see the source and the gap.
Commercial: The customer signed on 2 Sep 2024 on Growth with 40 seats at £44k a year. Only three people are using it so far, and Callie is holding the wider rollout until the first board-pack figures tie out.
Watch: The duplicate sits in the customer's source, so the connector stays off until Paul has credentials and has checked whether reopened jobs are flagged. IT is nervous about a service account touching the live system.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data reconciliation
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- Paul Rigby to get read-only repairs credentials from IT in writing by the end of next week and send the double-counted jobs spreadsheet.
- Helen Marsden to confirm the queues, the safeguarding exclusion, former tenant arrears treatment and the first month to reconcile by Friday.
- Callie Brennan to send the mapping sheet, check sheet layout and draft setup note after the call, with open questions marked.
Risks
As at Fri 9 Oct 2026- Repairs jobs are double-counted in the customer's source, so a faithful load would repeat the board pack error.
- Customer IT is nervous about a service account on the live housing system, which could delay the repairs connector.
- If the first reconciliation does not tie out, the wider rollout and Helen's confidence in the brain stall.
Opportunities
As at Fri 9 Oct 2026- A side-by-side check sheet of source figure, brain figure and difference gives Helen a board-ready proof of value.
- Once figures reconcile, a training session for the wider group can use the remaining Growth seats.
Transcript
Callie BrennanMorning both. Can you hear me all right? I've got the little green bar moving on my side.
Helen MarsdenMorning, Callie. Yes, we can hear you. I'm just waiting for Paul, he's dialling in from the repairs office.
Paul RigbyHere. Sorry. Laptop wanted updating, of all the days. Can you hear me?- Callie BrennanLoud and clear, Paul. No problem at all. Grim weather up your way?
- Paul RigbyTipping it down in Leeds. Normal for October. Half our jobs this week are roof leaks, so it's not a quiet one.
- Helen MarsdenWhich is partly why I wanted Paul on this call, to be fair. Repairs is where the numbers get argued about.
- Callie BrennanGood, that fits what I wanted to cover. So here's the plan for the next three quarters of an hour. First, a quick recap of where the connectors are. Second, what I need from your side before we switch on the refresh for the remaining sources. Third, field mapping for repairs and arrears, because I know that's the sensitive bit. And then we agree who does what, with dates, so nobody leaves wondering.
- Helen MarsdenThat's helpful. Can I state the thing I'm chasing first, so it's on the table? The board pack has a section on repairs completed in the month, and last quarter that figure didn't reconcile to what the housing management system showed. The board will ask. I'd like to know that the brain won't repeat that.
- Callie BrennanUnderstood, and thank you for saying it up front. That's exactly what mapping is for. I'm not going to tell you it'll be fine, I'll show you the mapping and you can check it against the source. Does that work?
- Helen MarsdenThat's what I'd want. Can you show me the source, field by field?
- Callie BrennanYes. Let me recap the state of play first, and then I'll share my screen. So, you signed on 2 Sep 2024, you're on Growth, forty seats, and the subscription is forty-four thousand a year. The brain is built inside your own Snowflake account, so your data stays with you. We've got the first connectors authorised and loading. What's still open is the repairs source and the rent arrears extract.
- Paul RigbyRight. The repairs one is mine. I've got the access request with our IT team. They're a bit nervous about a service account touching the live system.
- Callie BrennanThat's reasonable. What I need from your side is the credentials in writing, scoped read-only, before we go anywhere near it. I never start a connector without written access, it saves everyone grief later.
- Paul RigbyRead-only, fine. I can tell them that. They'll be happier.
- Helen MarsdenAnd is it a nightly pull? I need to know when the numbers stop moving, otherwise the Monday pack is a moving target.
- Callie BrennanNightly refresh, complete by seven in the morning your time on business days. So by the time Paul's stand-up starts, the dashboards are settled. Weekends it won't run, so Monday morning shows Friday's position.
- Paul RigbyStand-up is half eight. Seven is plenty.
- Callie BrennanGood. Right, let me share. Tell me when you can see it. It should be the mapping sheet for the tenant records first.
- Helen MarsdenYes, I can see it. A bit small. Could you make it bigger?
- Callie BrennanIs that better? I'll zoom in. So on the left is your source field, on the right is where it lands in the brain, and in the middle is the rule. Tenancy reference maps cleanly to the tenancy identifier, that's the join key we use for everything else. Address, tenancy start, tenancy status, same again.
- Helen MarsdenAnd tenancy status? We have a few that are historic. Terminated but with arrears still outstanding. Those matter for the arrears figure.
- Callie BrennanGood catch. At the moment I've mapped status as it comes. Former tenant arrears would stay in, flagged as former, not dropped. I'll put a note against that line so it's visible. Can you confirm that's how the board pack treats them?
- Helen MarsdenSection four of the pack reports current and former separately. So yes, keep them apart, please. Never merged.
- Callie BrennanNoted. Keep apart, never merged. I'm writing that down now.
- Callie BrennanOkay, scrolling down to repairs. Paul, this is where I'd like you to talk me through what you see in the source.
- Paul RigbyRight. I'll share the report that's wrong, easiest way. Give me a second. Can you see my screen as well, or does yours override?
- Callie BrennanGo ahead, I'll stop sharing. Yours will take over.
- Paul RigbyThere. So this is the jobs completed report from the housing system. Since the upgrade, a repairs job that has a follow-on visit comes out as two lines. Same job reference, two rows. Double-counted again. I've got a spreadsheet of every one I've found, and I've raised the ticket with you about it.
- Callie BrennanYes, I've seen the ticket, it's the one high priority one you've got open. I wanted to bring it into today rather than answer it in isolation. So the question is whether the duplicate is in the source or whether it's something we'd create on the way in.
- Paul RigbyIt's in the source. I can see it before it goes anywhere. Job ref attached on the ticket, there are a dozen examples.
- Helen MarsdenWhich is the part that matters. If the source has it twice and the brain faithfully loads it twice, the board pack is wrong and we've just automated the error.
- Callie BrennanAgreed. So we shouldn't load it twice. What I'd propose is a rule on the way in: one row per job reference, and the follow-on visits held as a separate child record linked to it. Then jobs completed counts the job once, and visits is its own measure.
- Paul RigbyThat's how I'd count it anyway. Job once. Visits separate.
- Helen MarsdenCan I ask something? How do we know the rule is picking the right row? When there are two lines, which one is the real completion date?
- Callie BrennanFair question, and I don't know yet. That's one for Paul. Paul, when the two rows come out, is there a field that tells you which is the original and which is the follow-on?
- Paul RigbyHang on. Let me look. There's a visit sequence column. One for the first, two for the second. And the completed date on the second is the later one.
- Callie BrennanThat's helpful. So the job's completed date is the last visit's completed date, and the job is only counted as complete when the final visit is closed. Is that right operationally? I don't want to guess.
- Paul RigbyMostly. Some are closed on first visit, so they've got just the one. It's only the follow-ons that double up. I'd say yes, last visit is the completion.
- Helen MarsdenPaul, can you check with the repairs team leads that no job is closed on the first visit and then reopened? Because that would be a different thing, and I'd rather it was counted twice honestly than hidden.
- Paul RigbyI can ask. Reopens are flagged, I think. I'll find out before I say.
- Callie BrennanThat's the right instinct. Don't say until you've checked. I'll put it down as an open question against the repairs mapping, owner Paul. So I won't switch the repairs connector on until the rule is agreed and the credentials are in.
- Helen MarsdenGood. Then what's the order of play? I want the arrears and tenant data validated first, because that's the stable part. Repairs second.
- Callie BrennanThat's how I'd do it as well. Week one, tenant and arrears loaded and reconciled to your figures. Week two, repairs, once the rule is signed off. Then complaints and the tenant calls after that, so the brain can join them.
- Paul RigbyCalls are the recordings from the contact centre?
- Callie BrennanFrom the call recorder, yes, and the transcripts come through with them. The question for you is which queues. You may not want every call in there, there may be some you'd rather leave out.
- Helen MarsdenRent and repairs queues for now. Anything touching safeguarding stays out. I'll confirm that in writing so it's not just a thing I said on a call.
- Callie BrennanPlease do. That's exactly what I'd want, in writing, and I'll mirror it back in the setup note. Safeguarding queues excluded.
- Helen MarsdenAnd on users. We've got forty seats. At the moment it's really just the three of us poking around. When does the wider team come in?
- Callie BrennanNot until the numbers reconcile, in my view. If people get an early look and the repairs figure's wrong, it costs you credibility, and that's your team's credibility. So I'd keep it to the three of us and a couple of others until the first board-pack figures tie out. Then we do a training session for the wider group.
- Helen MarsdenI'd prefer that. Thank you. I don't want colleagues seeing a number that I then have to retract.
- Paul RigbyCan I ask about admin? Who can change the mapping once it's live? Because if somebody changes a rule, the figures move and nobody knows why.
- Callie BrennanGood one. Admins can, and right now that's you, Paul, and Helen. Every change is logged, so you can see who changed what and when. What I'd like before I hand over is for you to be able to run things alone, so there's a setup note covering the mapping, the rules, how to re-run a load, and who to ask if it breaks. I never hand over without one.
- Paul RigbyGood. I'd read it.
- Helen MarsdenCallie, one more from me, and then I'll let you get to the actions. When we do the first reconciliation, I'd like the brain's number and the housing system's number side by side, for the same month, with the difference shown. Not just a tick that says they match.
- Callie BrennanYes, I can build that as a check sheet. Source figure, brain figure, difference, and a note on any line that doesn't tie. If there's a gap, you'll see the gap. I'd rather show you a difference than hide it.
- Helen MarsdenThat's all I need, really. Show me the source and the gap.
- Callie BrennanRight, let me pull together the actions, and you tell me if I've got them wrong. Paul, one, get the read-only credentials for the repairs source from your IT team, in writing, by the end of next week. Two, check with the team leads whether reopened jobs are flagged. Three, send me the spreadsheet of double-counted jobs, so I can test the rule against your real examples.
- Paul RigbySpreadsheet's already on the ticket, but I'll send it clean. End of next week for the credentials. Might be sooner.
- Callie BrennanBrilliant. Helen, one, confirm in writing the queues to include and the safeguarding exclusion. Two, tell me how the board pack treats former tenant arrears, just so I've got it from you and not from my notes. Three, name the first month you want reconciled.
- Helen MarsdenI'll do all three by Friday. The month will be the last quarter end, because that's the one that didn't reconcile.
- Callie BrennanPerfect. And from me: the mapping sheet with the notes we've agreed, the check sheet layout, and the draft setup note. I'll send those after this call, and I'll mark the open questions clearly so they're not buried.
- Helen MarsdenThank you. That's much clearer than the last time we tried to pin this down internally.
- Paul RigbyAye. Any update on the ticket, I'll hold until you've tested the rule. Don't want to chase you before you've had a go.
- Callie BrennanAppreciate that, Paul. I'll update the ticket today with what we agreed, so it reads properly there too. Anything else from either of you?
- Helen MarsdenNo, I think that's it. Thanks, Callie.
- Paul RigbyNowt from me. Cheers.
- Callie BrennanLovely. Speak soon, both. Stay dry, Paul.
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