Calderbrook Housing Group / BB-Demo – Training
Callcompleted
Calderbrook Housing Group · 2024-11-11 11:30
Training call on 11 Nov 2024. Helen reconciled an arrears difference to a cut-off date, Paul built a repairs stand-up dashboard, and both pulled the brain into real work. Complaint-to-contractor links have gaps.
What was said
What this says
Current to 13 Oct 26Training call on 11 Nov 2024. Helen reconciled an arrears difference to a cut-off date, Paul built a repairs stand-up dashboard, and both pulled the brain into real work. Complaint-to-contractor links have gaps.
What happened: Callie took Helen Marsden and Paul Rigby through chat, search, pages, dashboards, users, connectors and the nightly refresh. Helen traced her arrears difference to the cut-off date, with two tenancies closed that week.
Customer view: Helen valued knowing why two figures disagree and saw the joined-up call, repair and complaint view as what she wanted to show the board. Paul gets his morning back from the Repairs stand-up dashboard.
Commercial: Callie noted forty licensed Growth users with only a handful logging in. Helen plans a staged rollout, starting with the performance and repairs teams, then complaints.
Watch: Some complaints have no linked repair job, so the contractor view is incomplete. Callie has not checked the mapping, and Paul says some older complaints were typed in later without a job reference.
Themes
Current to 9 Oct 26Theme
Training, adoption, board reporting
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- Helen Marsden to send the order for bringing teams on by the end of the week.
- Paul Rigby to send complaint examples for Callie Brennan to check.
- Callie Brennan to send the recording, a setup note and a one-page how-to.
Risks
Current to 9 Oct 26- Some complaints have no linked repair job, so the board's complaints-by-contractor view will have gaps.
- Only a handful of people log in against forty licensed Growth users, so value depends on the staged rollout happening.
- Changes to the housing system without notice could stop a connector loading.
Opportunities
Current to 9 Oct 26- Helen plans to add the two analysts, then her director, then the performance, repairs and complaints teams, using spare Growth licences.
- The joined-up call, repair and complaint view gives Helen a story for the board that supports the value case.
Transcript
Callie Brennan NoneHello, hello. Can you hear me all right? I've got a little lag on my side, so tell me if I freeze.
Helen Marsden NoneWe can hear you fine. Good morning, Callie. Paul's just getting his laptop sorted, he's been in the repairs office and the Wi-Fi there is not what it should be.- Callie Brennan NoneNo problem at all. We've got the whole session, so a minute either way is fine. How's your week been, Helen? Busy?
- Helen Marsden NoneBusy. Board papers go out soon, so everyone in my team is looking at the same three tables and wondering why they don't agree with each other. Which is partly why I'm glad we're doing this today.
Paul Rigby NoneRight, sorry. I'm here. Can you hear me? Mic's on.- Callie Brennan NoneLoud and clear, Paul. Morning. Okay, let me tell you the plan for the next hour or so, and then you can tell me if it's the right plan.
- Callie Brennan NoneFirst, about twenty minutes on asking the brain questions in chat and using search, with your own data, not my demo data. Then pages, so you can see how an answer gets saved and shared. Then the dashboards builder, which Paul I think is the one you've been waiting for. Last bit is the admin side: users, connectors, what happens at the nightly refresh. And what I need from your side is a few real questions you actually have this week. Have you got some?
- Helen Marsden NoneI have. I've got a list. The first one is the arrears section of the board pack, the one on current tenant arrears by area. These don't reconcile with the housing management system export, and the board will ask. So I want to see whether the brain can tell me where each figure comes from.
- Callie Brennan NoneThat's a good one to start with, because it's exactly what the chat is built for. Let me share my screen. Can you see the Calderbrook workspace?
- Paul Rigby NoneYeah, I can see it. Bit small.
- Callie Brennan NoneLet me bump that up. Better? Right. So this is the chat box. You just type the question the way you'd say it to a colleague. Helen, give me the wording you'd use.
- Helen Marsden NoneUm. Something like, which areas have the highest rent arrears this quarter, and where does that figure come from.
- Callie Brennan NonePerfect, I'll put it in exactly like that. Now, while it thinks, notice it's not just giving you a number. It will list the records it has used underneath, and the system each one came from.
- Helen Marsden NoneRight. So that's the source list. Can you show me the source for the top area? Not just the name of the system, the actual records.
- Callie Brennan NoneYes, if I click through on that line it opens the underlying records. There. You can see the tenant account, the arrears balance as it was held in the housing system, and the refresh it was picked up in.
- Helen Marsden NoneOkay. That's helpful. So if my board pack shows a different figure for the same area, I can see whether it's a timing difference or a different definition of arrears.
- Callie Brennan NoneExactly that. And a lot of the time it is timing. The board pack is a snapshot someone took on a given day, and the brain has the figure as of the last nightly refresh. That maps cleanly once you line the two dates up.
- Helen Marsden NoneMm. That I can believe. I'd still like to try it on the section I'm worried about. Can I have a go myself? I'd rather type it than watch.
- Callie Brennan NonePlease do. I'll stop sharing and you share yours. Take your time, I'll stay quiet and Paul can shout if he sees anything.
- Helen Marsden NoneRight. That's done. It gave me the figure and the sources, and the difference is the cut-off date, like you said. Two tenancies that were closed that week are in one and not the other. I'd have spent half a day finding that.
- Callie Brennan NoneThat's the win, isn't it. Not the answer itself, it's knowing why the two disagree. Do you want to save that as a page, so the next person doesn't have to ask it again?
- Helen Marsden NoneYes, I do. Is a page the same thing as the answer, or does it change?
- Callie Brennan NoneGood question. A page keeps your question and the answer, and you can put a note on it. When the data refreshes, the page can be re-run, so the figure moves but your wording and your notes stay. Click save as page, top right of the answer.
- Helen Marsden NoneGot it. Calling it, arrears by area, board pack section on tenant finances. Is that too long?
- Callie Brennan NoneNot at all, long is good. Future you will thank you. Now Paul, you've been very patient. What have you got?
- Paul Rigby NoneI'll share my screen. This is the repairs report I run before stand-up. Open jobs by contractor. Last week I spent twenty minutes checking it by hand because I didn't trust the total.
- Callie Brennan NoneOkay. And what you'd like is to ask the brain for the same thing and have it tell you if it doesn't add up?
- Paul Rigby NoneYeah. Basically I want to ask, how many repairs jobs are open by contractor, and see the job refs behind it.
- Callie Brennan NoneTry that in the chat. Then use search for a single job ref, so you can compare how the two behave. Search is better when you know the thing you're looking for, chat is better when you're asking about a pattern.
- Paul Rigby NoneRight. Typing. Okay, it's come back. It's listed by contractor and the totals look about where I'd expect.
- Callie Brennan NoneNow take one job ref from the list and put it in search. Just paste it.
- Paul Rigby NoneDone. It's found the job, and the tenant call that came in about it, and the contractor note. That's three systems in one place. Huh.
- Helen Marsden NoneThat is what I was trying to describe to the board in the first place. The call, the repair and the complaint all joined up around one household.
- Callie Brennan NoneThat's the idea. Okay, let's do the dashboards builder, because this is where Paul gets his morning back. I'll talk you through it first and then you do it. Paul, go into the dashboards tab. New dashboard.
- Paul Rigby NoneOkay. It's asking me for a name and a question.
- Callie Brennan NoneSo each tile on a dashboard is just a saved question. Same as the page Helen made, but laid out as a tile. Name it something your team will recognise, and then add the open jobs by contractor question as the first tile.
- Paul Rigby NoneCalling it Repairs stand-up. First tile, open jobs by contractor. Right, that's in.
- Callie Brennan NoneGood. Add a second one, jobs raised since yesterday. And a third, anything that's been open longer than your target. You'll know the target better than me.
- Paul Rigby NoneCan I do it so the tile only shows the jobs that are over target? Not all of them?
- Callie Brennan NoneYes, just say it in the question: only jobs open past target. And you can pick whether the tile shows a number or a list with the job refs. For stand-up I'd pick the list.
- Paul Rigby NoneAye, list. I want the refs. Give me a minute to build the rest.
- Callie Brennan NoneTake as long as you need. Helen, while Paul does that, would you like me to show you how to share your arrears page with the rest of your team?
- Helen Marsden NonePlease. I'd like the two analysts in my team to see it, and then my director once I'm happy with it. Not before, mind.
- Callie Brennan NoneUnderstood. Open your page and press share. You can choose people by name, or a group. You can give them view only, so they can read and re-run but can't change your wording.
- Helen Marsden NoneView only for now, I think. Okay. I've added the two analysts. It's asking me whether they need a licence.
- Callie Brennan NoneThat's a useful flag, and it takes us nicely onto the admin side. You're licensed for forty users on Growth. Right now only a handful of people are actually logging in, so you've got a lot of room. Paul, you're the admin, so shall I show you where that lives?
- Paul Rigby NoneGo on. I've only really used the users page to add Helen's lot. Never looked at the rest.
- Callie Brennan NoneSettings, then users. You'll see everyone, when they were last active, and whether they're an admin or a standard user. If you want to add the housing officers, you add them here, and I'd suggest you do it in a small group rather than all at once, so you can support them.
- Paul Rigby NoneYeah. If I give forty people a login on the same day I'll be answering questions till Christmas.
- Helen Marsden NoneWhich is fair. I'd rather start with the performance and repairs teams. Then complaints. Do you think that's the sensible order?
- Callie Brennan NoneI do. They already know the data, so they'll spot a wrong answer quickly, and that builds trust in the right ones. What I've seen work well is one person per team who's a bit curious, and they become the person others ask.
- Helen Marsden NoneThat would be Paul for repairs, and I'd probably nominate someone in complaints. I'll have a think.
- Callie Brennan NoneNow connectors. Settings, connectors. This shows each source that's connected, when it last loaded, and whether anything has stopped. Paul, if one of these ever goes amber, it's nearly always because something changed at the source end. A password, a field name, an upgrade.
- Paul Rigby NoneRight. So if the housing system gets changed, I should look here.
- Callie Brennan NoneFirst thing, yes. And tell us before the change if you can. I never start or alter a connector without written access, so a heads-up and the credentials in advance means nothing gets stuck.
- Helen Marsden NoneNoted. I'll make sure IT copy Paul in on anything planned for the housing system.
- Callie Brennan NoneBrilliant. Last thing on admin: the nightly refresh. It should be complete by 07:00 on business days. So if Paul's stand-up dashboard is open at nine, it's fresh. If you're looking at it on a weekend, it'll be as of Friday night.
- Paul Rigby NoneFine by me. Stand-up's nine anyway.
- Helen Marsden NoneCan I ask something slightly different? When someone asks the brain a question, and it gets it wrong, what do we do? I'd want my team to know what to do rather than just ignore it.
- Callie Brennan NoneGood thing to settle now. Two steps. One, check the sources underneath, because nine times out of ten the answer is right for the data it's got and the data is the issue. Two, if it really is the brain misreading the question, raise it with support with the question and the answer attached, and we'll look. Paul, you're the one who'd raise it.
- Paul Rigby NoneI'll keep a list. I keep a list of everything anyway.
- Callie Brennan NoneI believe you. Okay. Let me check where we are. We've done chat, search, pages, dashboards, users, connectors and refresh. Is there anything left on your list, Helen, that we haven't touched?
- Helen Marsden NoneOne. Complaints. The board wants to see complaints against repairs by contractor, and I don't know whether the brain can join those. Can we try it?
- Callie Brennan NoneLet's try. Type it as plainly as you'd say it. Complaints that mention a repair, grouped by contractor.
- Helen Marsden NoneTyping. Oh. It's come back with a table, but there's a gap. Some of the complaints don't have a contractor against them.
- Callie Brennan NoneThat's honest of it, actually. Those are complaints where there's no repair job linked in the source. It isn't guessing. I'd want to look at whether those links exist in the complaints system at all, and I'll note it in the setup note rather than say it's fine, because I haven't checked the mapping yet.
- Paul Rigby NoneI'll have a look from my side as well. Some of the old complaints were logged on paper and typed in later. Job ref might not be on them.
- Helen Marsden NoneGood, that's useful to know. So for the board I can say what we can show and what we can't, and why. That's better than a figure I can't defend.
- Callie Brennan NoneAgreed. Right, I'll wrap up. I'm going to send three things after this call. The recording, a short setup note covering what we configured and who the admin is, and a one-page how-to on chat, pages and dashboards that you can pass round the teams. What I need from your side is the order you want to bring people on, and the list of complaint records you want me to check.
- Helen Marsden NoneI'll send you the order by end of week. And Paul can send the complaints examples.
- Paul Rigby NoneWill do. Any update on the dashboard, I'll tell you if the tiles look right tomorrow after the refresh.
- Callie Brennan NonePlease do. And honestly, you've both picked this up quickly. Thanks both, speak soon.
- Helen Marsden NoneThank you, Callie. That was properly useful. Kind regards.
- Paul Rigby NoneCheers. Bye.
Callsmade from