Following up on our quarterly review
Email thread Calderbrook Housing Group · cs
After the 29 Apr 2026 call, Helen Marsden said fewer of her team are logging in, partly because they no longer trust the arrears figures. She said the board will ask what the licence delivers.
What was said
What this says
As at Fri 9 Oct 2026After the 29 Apr 2026 call, Helen Marsden said fewer of her team are logging in, partly because they no longer trust the arrears figures. She said the board will ask what the licence delivers.
Customer view: Helen was direct. Usage is down because of in-house platform work and because her team stopped trusting arrears figures that go to the board, so they redo the work by hand.
Ask: She needs figures and a source to answer the board on licence value, not an assurance.
Next: Daniel promised arrears lineage and a usage breakdown by team against the forty licensed users by the end of the following week, and offered to sit with her analysts.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 29 Apr 2026 16:11Hi Helen, Thank you for your time on the call today. Just to close the loop on what we covered. We went through the arrears figures in the board pack and where each one is sourced. We agreed that I would write up the lineage for the lines that still don't reconcile, so you can check them against the housing management system. We also looked at usage, which has come down over the last quarter, and I said I would break it down by team so we can see where it has dropped. Please correct me if I have missed anything. I would also like to understand how your team are finding it day to day, as I think that matters more than the charts. Best wishes, Daniel
Helen Marsden 29 Apr 2026 18:10Daniel, That is a fair summary, thank you. I will be straightforward, because you would see it in the numbers anyway. Fewer of my team are logging in. Some of that is the in-house platform work taking up their time, and some of it is that they have stopped trusting the arrears figures enough to use them for anything that goes to the board. If the pack doesn't reconcile, they go back to the housing management system and do it by hand. The board will ask what we are getting for the licence. I need to be able to answer that with figures and a source, not with an assurance. Kind regards, Helen- Daniel Okafor 29 Apr 2026 18:23Hi Helen, Thank you for saying that plainly. It is useful to hear, and it is the right thing for me to be working on. Here is what I will do. First, the lineage for each arrears line that does not reconcile, with the source system and the refresh it came from. Second, the usage breakdown by team, set against the forty licensed users on your plan, so that you have a clear picture to take to the board. I will come back to you with both by the end of next week. If it would help, I am happy to sit with your analysts for half an hour and look at the figures on their screens, so we find out what they are not trusting. Best wishes, Daniel