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Email thread Carnmoor Fleet Leasing · support
Kate Ormerod confirmed on 17 Feb 2026 a fix to figures account managers saw. Gemma Thorne confirmed the figures agreed on 18 Feb 2026 and asked what clients saw. Kate said nothing is sent to clients from the brain and closed the ticket.
What was said
What this says
As at Fri 9 Oct 2026Kate Ormerod confirmed on 17 Feb 2026 a fix to figures account managers saw. Gemma Thorne confirmed the figures agreed on 18 Feb 2026 and asked what clients saw. Kate said nothing is sent to clients from the brain and closed the ticket.
Customer view: Gemma was satisfied the figures now match the service desk. She wanted to be sure no review already sent was affected and would not promise anyone anything until she knew.
Answer: Kate said the issue only affected what Carnmoor's own people saw, and offered to check the brain on a given day if a pack looked odd.
Next: Gemma's team to flag any suspect pack, otherwise the ticket closes.
The thread
Updated 9 Oct 26Messages
Kate Ormerod 17 Feb 2026 16:27Hi Gemma, I'm following up on the ticket you raised, as I wanted you to hear from me directly rather than just see the status change. The fix is in place on your side and I've checked it against the nightly refresh. The refresh has completed before 07:00 on the business days since the change, so the numbers your account managers see in the morning should now match your source systems. Could you ask one or two of the team to check the client view they were having trouble with and tell me if anything still looks different from what they expect? If it all looks right, I'll close the ticket at the end of the week. Thanks, Kate Kate Ormerod Support Engineer, BG-Demo
Gemma Thorne 18 Feb 2026 11:28Hi Kate, Thanks for coming back so quickly, and for explaining what you changed. I asked two of the account managers to look this morning and the figures they were checking now agree with what the service desk has on its side, which is what I wanted to see. One question, so I can explain it properly to the team: what did the client actually see while this was wrong? I want to be sure none of the reviews we have already sent out were affected, and I'm not going to promise anyone anything until I know. Thanks, Gemma- Kate Ormerod 18 Feb 2026 14:07Hi Gemma, Good to hear it. On your question, the issue only affected what your own people saw inside the brain. Nothing is sent to your clients from it, so any review pack that went out was built from whatever your team exported at the time. If one of the account managers remembers a number that looked odd in a pack, send me the client and roughly when, and I'll check what the brain held on that day. I'll close the ticket today unless you tell me otherwise. If anything looks off again, reply to this thread and it will come straight to me. Best, Kate