Calderbrook Housing Group - QBR
Documentfinal Calderbrook Housing Group · QBR deck · final · 14 Sep 2025
Final QBR deck for the Growth tier, prepared by Esther Quaye. It flags softening usage and sets out next steps before the term ends on 1 Sep 2026. Contracted figure shown is £44k with 40 licensed users; no service levels or price terms are stated.
What it says
What this says
As at Fri 9 Oct 2026Final QBR deck for the Growth tier, prepared by Esther Quaye. It flags softening usage and sets out next steps before the term ends on 1 Sep 2026. Contracted figure shown is £44k with 40 licensed users; no service levels or price terms are stated.
What it is: a customer-facing quarterly business review written by Esther Quaye, with Tom Ashdown named as account owner. Its headline is "usage has softened and we want to understand why".
Contract position: the table lists £44k as annual recurring revenue (contracted), 40 licensed users, a start of 2 Sep 2024 and a term ending 1 Sep 2026, with no invoices overdue.
Risks: active users are "Down by about a quarter" against the prior quarter, with most seats unused. The deck also notes that the price book has moved since signing and asks to discuss it early.
Not settled: the cause of the fall is not known ("I have not been told of a change of system"). The deck gives no exact user counts, and it does not say whether the actions were carried out. It is a review, not a contract, and it states no service levels beyond "No service misses are recorded".
As found in this document
As at Fri 9 Oct 2026- Date end1 Sep 2026Source: the AI read of this record
- Date renewal1 Sep 2026Source: the AI read of this record
- Date start2 Sep 2024Source: the AI read of this record
- Price£44,000Source: the AI read of this record
Body
Calderbrook Housing Group - QBR
Quarterly business review | Growth tier | Final
Prepared by Esther Quaye, Customer Success Manager, BG-Demo Review date: 14 Sep 2025 Account owner: Tom Ashdown
Purpose of this review
Just so we're aligned, this review covers how Calderbrook is using B-Glass, what value the business-intelligence team is getting from it, what is open, and what we propose to do together before the renewal. The honest headline is that usage has softened and we want to understand why before it becomes a bigger conversation.
Your contract at a glance
| Item | Detail |
|---|---|
| Customer since | 2 Sep 2024 |
| Tier | Growth |
| Annual recurring revenue (contracted) | £44k |
| Licensed users | 40 |
| Current term ends | 1 Sep 2026 |
| Invoices | None overdue |
The Growth tier includes the dashboards builder, quarterly reviews like this one, and the Growth connector allowance. Payments have been on time throughout, so there is no money concern on this account.
Why Calderbrook bought the brain
Read the whole document (4,945 characters)
Calderbrook is a housing association with a large portfolio of homes across West Yorkshire. The brain was brought in so the business-intelligence team could join tenant calls, repairs tickets, complaints and rent arrears into one board-ready picture, without reconciling those systems by hand each reporting cycle.
That purpose is the yardstick for everything below. If the board picture is still being assembled in the brain, usage should show it.
Usage: what the numbers say
| Measure | Position | Reading |
|---|---|---|
| Average active users, last month | Well under a fifth of the licensed users | Low against what the tier allows |
| Active users against the prior quarter | Down by about a quarter | A clear fall, not a blip |
| Licensed users | 40 | Large unused headroom |
To be plain about it: the licence was sized for several teams, and today only a small group is working in the brain. A fall of this size over a quarter is the kind of movement I would rather raise with you now than wait for the next review.
What the figures do not show is the reason. I have not been told of a change of system, a reorganisation or a departure, and I do not want to guess.
Support and service
- No tickets were raised in the last month, and none were high priority.
- No service misses are recorded against the Growth service levels.
- Nightly refresh has been completing as expected for the tier.
I've logged that a quiet support queue is normally good news. Alongside falling usage, though, it can also mean fewer people are relying on the brain day to day, so I am reading the two together rather than taking comfort from either one alone.
Value delivered so far
- One place for the business-intelligence team to bring tenant calls, repairs, complaints and arrears together.
- Board reporting that can be traced back to its sources instead of rebuilt each time.
- Dashboards built by your own team, which shows real investment on your side.
What I would like to do is put a simple value case in writing for your leadership, using Calderbrook's own questions and dashboards, so the benefit is easy to point to at renewal.
Risks I want to flag
- Adoption: the fall in active users, with most licensed seats unused.
- Concentration: if a few people carry most of the questions, the account depends on them. I will check this with you rather than assume.
- Renewal: the term ends on 1 Sep 2026. A customer with low and falling usage is exposed when the renewal conversation comes round, and the price book has moved since you signed, so we should talk about that openly and early.
Opportunities
- Re-engage the teams that were part of the original scope, such as repairs and complaints, with a short refresher session.
- Review which connectors are loading and whether any source has changed on your side.
- Use the dashboards builder to give the board pack a standing view that people open without being asked.
Proposed next steps
| Action | Owner | Timing |
|---|---|---|
| Short call with your business-intelligence lead to understand the change in usage | Esther Quaye | Within the next fortnight |
| Check connector health and records indexed, and report back | Esther Quaye | Within the next fortnight |
| Refresher session for teams not currently active | Esther Quaye with your team | Before the end of the month |
| Written value case for your leadership | Esther Quaye | Before the next review |
| Early conversation on the renewal and pricing | Tom Ashdown | Well ahead of the renewal |
I'll chase engineering today on the connector check and will send you a short summary of what I find.
Questions for Calderbrook
- Has anything changed in how the business-intelligence team works, or in the systems feeding the brain?
- Which teams do you most want back in the brain?
- Who else should be invited to the next review?
Many thanks, Esther