Calderbrook Housing Group / BG-Demo – Onboarding
Callcompleted
Calderbrook Housing Group · 23 Oct 2024 11:45
Callie Brennan agreed sources, access owners and admins with Helen Marsden and Paul Rigby. Helen wants every number traceable to records. The acceptance test is arrears first, then repairs completed within target.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan agreed sources, access owners and admins with Helen Marsden and Paul Rigby. Helen wants every number traceable to records. The acceptance test is arrears first, then repairs completed within target.
What happened: On 23 Oct 2024 Callie confirmed the sources: housing system, helpdesk and call recorder. Nothing was ticked on the access checklist, and no connector starts without written read access.
Customer view: Helen needs to tell the board where a number came from, and said she came in anxious about whether it would reconcile. Paul wants a records-in-per-source dashboard before stand-up.
Commercial: Callie confirmed Growth, 40 users, £44k a year, matching the order form and the invoices. Complaints in a separate case system are logged as a second phase.
Watch: Paul and Helen are the only two admins, so a departure would leave one. They plan a third admin once stable.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and acceptance
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Helen Marsden to request a read-only call recorder account today and send the board pack section and figures, split current and former arrears, by Friday.
- Paul Rigby to send a week of repairs jobs with doubles marked, plus the target table, by Friday, and chase IT for the Snowflake role.
- Callie Brennan to send the access checklist today and the mapping note before switching on the first refresh.
Risks
As at Fri 9 Oct 2026- The housing system is still being changed after the upgrade, and a renamed field could silently stop a connector loading.
- Access depends on customer IT and the contact centre, so the first refresh may slip or go without the call recorder.
- Only two admins are named, so one departure would leave a single person running the brain.
Opportunities
As at Fri 9 Oct 2026- Paul wants a records-in dashboard, and the Growth dashboards builder lets the customer build it themselves.
- The case system holding complaints is a second-phase source, which would deepen connector use.
Transcript
Callie BrennanMorning both. Can you hear me alright? I can see you on the screen but I'm not sure my sound is behaving.
Helen MarsdenMorning Callie. Yes, we can hear you fine.
Paul RigbyAye, loud and clear. Morning. Bear with me, I've got a report open that I need to close down or it'll nag me all call.- Callie BrennanNo rush at all. How's the week going? Is it as grey up in Leeds as it is down here?
- Paul RigbyChucking it down. Has been since Monday. Half the repairs queue is leaks, so you can imagine.
- Helen MarsdenIt's certainly keeping Paul's side busy. And we've got the board pack deadline coming up, so it's one of those weeks.
- Callie BrennanRight, well, thanks for making the time. Let me give you the plan for the next forty minutes or so, and you can tell me where I've got it wrong. First, I want to confirm which sources we're connecting and who holds the access for each. Second, how we map the fields, especially repairs and arrears, before we switch on the refresh. Third, who administers what once I'm out of the picture. Then we finish with actions, a name and a day against each. Does that work?
- Helen MarsdenThat works. Can I add one thing for the end? I want to talk about how we check the numbers against the board pack.
- Callie BrennanAbsolutely. That's part of the mapping conversation, but we'll give it proper time, don't worry.
- Callie BrennanSo, sources. From the order form and the notes we took when we scoped this, the plan is the housing management system for tenancies, repairs and arrears, the helpdesk for repairs tickets and complaints, and the call recorder for the tenant calls. Is that still the right shape?
- Helen MarsdenBroadly, yes. Complaints sit in a separate case system at the moment though, and I'd like them in eventually. Not for the first refresh.
- Callie BrennanThat's fine, we'll log it as a second phase so it doesn't hold up the first refresh. What I need from your side is a named person for each source who can give me read access in writing. I never start a connector without that, so it's the thing that decides our timetable.
- Paul RigbyThe housing system, that's me and a bloke in IT. Repairs tickets I can sort. The call recorder, that's the contact centre, not us.
- Helen MarsdenI'll chase that one. The contact centre manager holds the admin login. I'll ask for a read-only account today.
- Callie BrennanPerfect, read-only is all we need. And worth saying clearly: everything runs inside your own Snowflake account, so nothing gets copied out to us. Somebody in your IT team needs to create the database and give us a role on it.
- Paul RigbyThat's already asked for. They said end of the week, which in IT terms means Monday.
- Callie BrennanHa, fair enough. Monday's fine, as long as it's before we switch on the refresh. I'll hold the connector start until I've got it in writing, all of it.
- Helen MarsdenCan I ask something while we're on the practicalities, because finance asked me to confirm it for the project note. We're on Growth, forty licensed users, and the forty-four thousand is the annual figure. Is that right?
- Callie BrennanYes. Growth, forty users, £44k a year. That's what the order form says and it matches what's been invoiced, so nothing to reconcile there. The implementation work is covered separately in the order form.
- Helen MarsdenLovely. That's what I'll put in the note, then. Thank you.
- Callie BrennanGood. Right, mapping. Paul, you're the one I most want to hear from here. Tell me what trips people up in the repairs data.
- Paul RigbyJob refs. A repair gets a job ref, then every visit under it can throw its own line. Since the housing system upgrade, some jobs come through twice in the standard report. Double-counted. I've kept a spreadsheet of every one, with the job ref against it.
- Callie BrennanThat's really useful, thank you. Two questions. Is the duplicate the same job ref appearing twice, or a new ref with the same address and the same fault? Because those are different mapping problems.
- Paul RigbySame ref, twice. Different row ids.
- Callie BrennanOkay. Then I'd expect that to map cleanly: we key on the job ref and keep the latest row. But I'm not going to say it's fine until I've seen a real extract. Could you send me a sample with a few of your known doubles in it?
- Paul RigbyI can do that. I'll pull a week and mark the doubles.
- Callie BrennanMarked is ideal. Mm. And if you can add the visit date and the status, that saves me asking.
- Paul RigbyYep. Job ref, visit date, status. Done.
- Helen MarsdenAnd this matters for the board pack. The repairs completed within target section. Last quarter the figure in the pack and the figure from the housing system didn't agree, and it took my team a couple of days to find out why.
- Callie BrennanRight. So what would you want the brain to do differently there?
- Helen MarsdenShow me the source. If it gives me a number, can I get to the records that made it? I don't need it to be clever. I need to be able to say to the board where it came from.
- Callie BrennanYes. Every answer cites the records it used and you can open them. I'll show you that once the first refresh has landed, so you're looking at your own data and not a demo set.
- Helen MarsdenGood. Because these don't reconcile until I can see the rows. I'd want to test the arrears figure against the pack first, if that's possible.
- Callie BrennanLet's make that the acceptance test, actually. You give me the figure from the board pack and the day it was cut, and after the first refresh we compare it with what the brain says. If it's out, we look at why, together, before anyone else sees it.
- Helen MarsdenI'd like that. I'll send you the section reference and the figures.
- Callie BrennanBrilliant. Give me a second, I'm going to share my screen and walk you through the checklist I've set up for you.
- Callie BrennanCan you see that alright? It's the access list. One line per source, who owns it, what I've asked for, and a tick when it's arrived in writing.
- Paul RigbyI can see it. Nothing's ticked yet.
- Callie BrennanNothing's ticked yet, no, which is exactly where we should be on day one. The first tick I'm hoping for is the Snowflake role, then the housing system, then the helpdesk, and the call recorder last.
- Helen MarsdenWhy that order?
- Callie BrennanBecause the housing system is where most of your board pack figures come from, so I want that one proving itself early. The call recorder is the largest in volume and the slowest to load, so it's better to start it once everything else is behaving.
- Helen MarsdenThat makes sense. I'd rather the numbers were right on repairs and arrears before we have a pile of call transcripts.
- Paul RigbyWhat happens if we change something on our side? We're still tweaking the housing system since the upgrade.
- Callie BrennanGood question. If a field is renamed or a table moves, the connector can stop loading, and the brain just goes quiet on that source rather than shouting. So I'd ask you to tell me before you change anything structural. And I'll put a note in the setup document on how to spot it: the record count stops moving.
- Paul RigbyI can do that. I'll check the counts first thing.
- Paul RigbyAny chance of a dashboard that shows me that? Records in, per source, per day. Before the morning stand-up.
- Callie BrennanYes, that's a sensible first dashboard, and Growth includes the dashboards builder. I'd rather you build it than me, so it's yours. I'll sit with you on it once the refresh is running.
- Paul RigbyGood. When does it land, the refresh? For stand-up.
- Callie BrennanThe nightly refresh is complete by 07:00 on business days. The first week or two I'd treat as a bit looser while we tune it, but that's the commitment.
- Paul RigbyStand-up's half past eight, so that's plenty.
- Helen MarsdenCan I come back to who uses it? I don't want forty people on before the numbers are trusted.
- Callie BrennanNo, and I wouldn't either. You've got forty licensed users, so there's no pressure on numbers. Who's on at the moment?
- Helen MarsdenUs three, a couple of the analysts in my team. That's about it.
- Callie BrennanThat's a good place to start. My suggestion is the BI team first, get the board pack figures reconciling, and then bring in repairs managers a few at a time. People tend to come back to a tool that was right the first time they used it.
- Helen MarsdenYes. That's what I'd want. The repairs managers will be less forgiving than the board, if I'm honest.
- Paul RigbyThey will.
- Callie BrennanHa. Okay, admins. The brain needs at least two people who can run it without me. I've got you both down. Paul on connectors and data quality, Helen on users and permissions. Is that how you see it?
- Helen MarsdenThat's right. Paul knows the repairs data better than anyone, and I'd rather decide myself who gets access.
- Paul RigbyFine by me. Less to argue about.
- Callie BrennanGood. And if one of you is off, the other can cover, so please don't let either of those roles sit with just one person for long. It's the thing that bites people later, when somebody moves on.
- Helen MarsdenNoted. We'll look at a third admin once we're stable.
- Callie BrennanSensible. Now, field mapping. Let me pull up the repairs mapping sheet, one second.
- Callie BrennanRight, so here's what I've drafted from the data dictionary you sent. Job ref as the key, then the trade, the priority, the raised date, the completed date and the target. What I haven't got is how you work out target, because it looks like it's calculated and not stored.
- Paul RigbyIt's calculated. Priority sets the target days, then it counts from the raised date. Emergency is same day. Routine is longer. I can send the table.
- Callie BrennanPlease do, because that's exactly what Helen's section depends on. If I'm calculating the target the same way your system does, the figure will agree. If not, we'll see it straight away.
- Helen MarsdenCan you show me the source for that, when it's done? The calculation, I mean. Not just the answer.
- Callie BrennanYes. It goes in the mapping note with the rule written out in plain words, and you can tell me if it reads wrong.
- Helen MarsdenThank you. The board will ask, so I'd rather it was written down.
- Callie BrennanAgreed. Arrears next. Rent arrears I've got as the tenancy ref, the balance, the date of the balance and the arrangement status. Anything I'm missing?
- Helen MarsdenFormer tenant arrears. They're held separately in the housing system and the board pack reports them as their own line. If you only take current tenants, we'll be short.
- Callie BrennanThat's exactly the kind of thing I'd have got wrong. So former tenancies as a second table, same fields. I'll add it and I'll flag it as something to check in the acceptance test.
- Helen MarsdenGood. I'll make sure the pack figures I send you split current and former.
- Callie BrennanThat would be perfect. Honestly, that does half my job for me.
- Paul RigbyCan I ask about tickets? If I raise something with you lot, who sees it?
- Callie BrennanThrough the support portal, and it comes to the support team first. On Growth the first response target on a priority one is within one business hour. Once you're live, your customer success manager, Daniel Okafor, will be your point of contact for anything that isn't a fault, like a check-in or a plan for users.
- Paul RigbyRight. And Daniel, does he know about our job ref thing?
- Callie BrennanHe will. It's going straight into the setup note, so he's got it in front of him from the first day. I don't hand over without one.
- Helen MarsdenWhat's in the setup note, exactly? I'd like our own people to be able to read it.
- Callie BrennanEvery connector, what it reads, what credentials it uses and who owns them. The field mappings in words. The known quirks, so the repairs duplicates and the former tenant arrears. How to tell a connector has stopped. And who to ask for what. Written for someone who wasn't on this call.
- Helen MarsdenThat's what I'd hoped. Thank you.
- Paul RigbyCan I get a draft before the refresh? Not after.
- Callie BrennanFair challenge. Yes, the mapping part goes to you both before I switch anything on, so you can read it and tell me if it's wrong. The rest of it follows when we're live.
- Paul RigbyRight.
- Helen MarsdenCallie, one last thing on the board pack. If we do get a mismatch after the first refresh, who do I speak to? I don't want it going round three people.
- Callie BrennanMe, until the handover. Then Daniel. And if it's something that looks like a fault, it goes in as a ticket too so there's a record. But tell me first, directly, and we'll sort out where it lands.
- Helen MarsdenGood. That's clear.
- Callie BrennanOkay. I want to make sure I've got the actions properly, because we've covered a fair bit. Helen, you'll ask the contact centre manager for a read-only account on the call recorder, and send me the board pack section and the figures, split current and former arrears. By Friday, if you can.
- Helen MarsdenFriday's fine. The account request goes today.
- Callie BrennanPaul, you send me the week of repairs jobs with the doubles marked, job ref, visit date and status, plus the target table. Also by Friday. And you chase IT for the database and the role on Snowflake for Monday.
- Paul RigbyFriday for the extract. Monday for IT, though I can't promise IT. I'll tell you if it slips.
- Callie BrennanThat's all I'm asking. Tell me early. For my side, I'll send you the access checklist today in an email, so everything's in writing. I'll add the former tenant arrears table to the mapping and write the target rule in plain words. And once I've got the access and the extract, you'll get the mapping note before I switch on the first refresh.
- Helen MarsdenAnd the acceptance test comes after the first refresh. Arrears first.
- Callie BrennanArrears first, then repairs completed within target. Then we talk about bringing in the repairs managers.
- Paul RigbyAny update on timing? Roughly. For when I'd see it.
- Callie BrennanHonestly, it depends on the access. If everything lands next week, I'd expect the first refresh the week after. If the call recorder is the late one, we go without it and add it in. I'd rather give you a clean first refresh than a quick one.
- Paul RigbyFair enough. I'd rather that too.
- Helen MarsdenAgreed. Callie, thank you. This has been much clearer than I expected. I came in a bit anxious about whether it would reconcile.
- Callie BrennanThat's the right thing to be anxious about, and we'll prove it, not tell you. If anything looks odd before the refresh, just email me. Don't wait for the next call.
- Helen MarsdenWill do.
- Paul RigbyAye, will do. I'll get that extract over.
- Callie BrennanBrilliant. I'll send the recap and the checklist this afternoon. Thanks both, and go and get dry.
- Paul RigbyHa. Cheers, Callie.
- Helen MarsdenThanks Callie. Speak soon.
- Callie BrennanSpeak soon. Bye.
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