Commondale Care / BG-Demo – Check In
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Commondale Care · 29 Dec 2025 13:15
On 29 Dec 2025 Lynne Featherstone said per-home fee invoice data had been out of date for a fortnight after a system export change, managers had stopped opening B-Viz, and Tom had been quiet ahead of the 1 Mar 2026 renewal.
What was said
What this says
As at Fri 9 Oct 2026On 29 Dec 2025 Lynne Featherstone said per-home fee invoice data had been out of date for a fortnight after a system export change, managers had stopped opening B-Viz, and Tom had been quiet ahead of the 1 Mar 2026 renewal.
What happened: Lynne raised a ticket about fee invoices per home not showing the latest run, mostly the two newer Teesside homes. She linked it to a change in how her invoice system exports.
Customer view: It has been a fortnight and Trevor has asked her twice why the figures do not match the invoices. She said managers have stopped opening B-Viz because it has been wrong, though she is not blaming Marcus.
Commercial: Marcus flagged the renewal on 1 Mar 2026 and promised Tom would call before the end of January. Lynne said Tom has been a bit quiet. The commissioner side is good.
Watch: Marcus gave no fix date, which was honest but leaves Lynne little to tell Trevor. She was noncommittal about a January session on quiet homes.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus to chase the engineers for a finding on the invoice export change and update Lynne.
- Tom to call Lynne before the end of January about the renewal.
- Marcus to send Lynne the ticket reference and his notes.
Risks
As at Fri 9 Oct 2026- The fee invoice connector has not loaded the latest run for a fortnight, and managers have stopped opening B-Viz because the figures are wrong.
- The renewal on 1 Mar 2026 is close, logins are down, and Lynne says Tom has been quiet.
- No fix date has been given, so Lynne cannot answer Trevor's questions about the mismatch.
Opportunities
As at Fri 9 Oct 2026- The commissioner side is working well and nobody is complaining about it.
- A prompt fix and a January session on quiet homes could rebuild manager use before the renewal.
Transcript
Marcus BellHi Lynne, afternoon. Is it still Christmas over there or are you back in it?
Lynne FeatherstoneAfternoon! Still Christmas for half the staff, honestly. We're on skeleton cover, so I've got about ten minutes before I'm pulled off.- Marcus BellUnderstood, I'll keep it tight then. I've been looking at the usage, and there's a couple of things I want to go through, including the ticket from last week.
- Lynne FeatherstoneYes, that's the one I wanted to raise. The fee invoices per home. They're not showing the latest run.
- Marcus BellRight. Which homes are affected? I'll look at the connector while we talk.
- Lynne FeatherstoneMostly the Teesside ones, the newer two. I think it started when we changed the way our invoice system exports. Sorry, I should have said that earlier.
- Marcus BellNo need to apologise. Changes like that are exactly what catches us out, so it's really useful to know. I've raised it with the support team and they picked it up quickly.
- Lynne FeatherstoneGood. But it's been a fortnight, and Trevor's asked me twice why the figures don't match the invoices.
- Marcus BellI hear you. I've asked the engineers to look at it, and I'm not going to promise you a date until they've told me what they've found, because I'd rather be straight with you.
- Lynne FeatherstoneFair enough. Can you at least give me something I can tell him?
- Marcus BellYes. Tell him it's been picked up as a priority and I'll update you as soon as I've got a view. I'll put that in the notes as well.
- Marcus BellRight, the other thing on the numbers is that fewer people are logging in. It's down quite a lot on the quarter before.
- Lynne FeatherstoneYes, that's the same staffing thing, plus the invoices. The managers have stopped opening it because it's been wrong. I'm not blaming you, to be clear.
- Marcus BellNo, I know. That's useful. Could we pick a time in January to look at the homes that have gone quiet?
- Lynne FeatherstoneMaybe. I'll see what my diary looks like after the holidays.
- Marcus BellIs there anything else you need from us before the end of the month?
- Lynne FeatherstoneNot really. The commissioner side is good, nobody's complaining about that.
- Marcus BellGreat. The one thing I'd flag is the renewal on 1 Mar 2026. I'll get Tom to speak to you before the end of January.
- Lynne FeatherstoneYes. He's been a bit quiet, actually.
- Marcus BellHe's not quiet, he's busy. I'll tell him to ring you.
- Lynne FeatherstoneHa. Go on then.
- Marcus BellOkay, I'll send you the ticket reference and my notes. Anything you want me to add?
- Lynne FeatherstoneJust the ticket. Right, I'm being pulled in, sorry.
- Marcus BellNo, go. I'll send it now. Thanks, Lynne. Happy new year, whenever you get a minute.
- Lynne FeatherstoneThanks, bye.