Board-pack figures not matching the housing system

Esther, I need to escalate. The repairs and arrears figures in the draft board pack no longer match the housing management system. These don't reconcile, and the section on repairs performance goes to the board shortly. Paul has raised tickets and sent job references, but I have not had an explanation I can put in front of the board. They will ask where each number comes from, and at the moment I cannot show them the source. Can you tell me what is causing the difference, and when the brain will give me figures I can stand behind? I would also like to know who at BG-Demo owns this. Kind regards, Helen

Dear Helen, Thank you for writing so clearly, and I am sorry you have been left without an answer. I have copied Dominic Hale, our Support Lead, so that you have a named owner on the support side as well as me. Just so we're aligned, this is where things stand: - The three open tickets from Paul all concern repairs jobs appearing more than once in the reports since the housing-system upgrade. - I have logged that these are linked to your board-pack query, so they are treated together and not as separate how-to questions. - I am chasing engineering today for a written explanation of where the figures diverge, with the source of each one shown. I cannot give you a fix date yet, as that is not mine to promise, and I do not want to give you one that slips. What I can do is make sure you hear from us tomorrow with whatever is confirmed and what is not. Dominic, please confirm the ticket owner in your reply. Many thanks, Esther

Esther, I have not heard anything since your email on Thursday. The board papers are being finalised and the repairs section still shows figures I cannot reconcile. Can you show me the source for the repairs and arrears numbers, even if the cause is not fully understood? I would rather take the board an honest account of what is uncertain than a figure I cannot defend. Kind regards, Helen

Dear Helen, You are right to push, and I am sorry the update did not reach you. That is on us. Here is what I can say with confidence. Dominic has taken ownership of the tickets and will send you a written update today, with a time for the next one. Engineering have the job references from Paul and are comparing the affected figures against the housing system. I have asked that the comparison is set out by figure, so you can see the source of each number and which ones are affected. What is not confirmed is the cause, and I will not guess at it in writing. I have logged that you need something usable for the board, so I have asked for the repairs and arrears figures to be prioritised in that comparison. If it helps, I can join a short call with you and Paul tomorrow to go through it line by line. Many thanks, Esther