Bilsdale Housing / BG-Demo – Discovery
Callcompleted
Bilsdale Housing · 20 Aug 2026 10:30
Discovery call on 20 Aug 2026. Lynsey Bainbridge builds board numbers by hand across three sources. Sophie Ling suggested Growth, not a commitment, and quoted £62k on the deal. Adoption and IT security are the worries.
What was said
What this says
As at Fri 9 Oct 2026Discovery call on 20 Aug 2026. Lynsey Bainbridge builds board numbers by hand across three sources. Sophie Ling suggested Growth, not a commitment, and quoted £62k on the deal. Adoption and IT security are the worries.
What happened: Lynsey described customer records, repairs and a spreadsheet complaints log, and a week of manual matching before each board. Her key question is tenants with three repairs in a year who then complain.
Customer view: She is more worried about adoption than the technology, citing earlier tools nobody opened. Her IT people will want to know where the data lives, and Sophie said it runs inside the customer's own Snowflake account.
Commercial: Sophie suggested Growth for a few teams, as a suggestion only. She quoted £62k as the total on the deal and promised a breakdown in the proposal.
Watch: Lynsey will take the figure to her director, who was not on the call. The evidence does not show what the £62k contains.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie Ling to send the notes and the list of systems and owners by Thursday.
- Lynsey Bainbridge to compile systems, owners and first teams within a few days.
- Sophie to bring an engineer to the next call for the security detail.
Risks
As at Fri 9 Oct 2026- Lynsey fears low adoption after earlier tools that nobody opened.
- Her IT team will review where the data lives before engaging.
- The £62,000 figure has no breakdown yet and goes to a director who was not on the call.
Opportunities
As at Fri 9 Oct 2026- A clear first use case: tenants with three repairs in a year who then complain.
- Customer insight, repairs and some service leads fit a Growth tier start.
Transcript
Sophie LingMorning Lynsey, can you see my screen? I think it's loading slowly on my end.
Lynsey BainbridgeMorning Sophie. Yes, I can see it. Give me one second, I've got about fifteen tabs open from the last meeting.- Sophie LingNo rush at all. How's your week been? I heard the repairs team had a busy one.
- Lynsey BainbridgeBusy is the word. We've got a backlog of tenant queries and everybody wants the same numbers at the same time. So yes, that's partly why I wanted this call.
- Sophie LingRight, that's exactly what we want to hear. Shall we start with what you've got at the moment? Which systems are you using day to day?
- Lynsey BainbridgeSo, customer records sit in one system, repairs sit in another, and the complaints log is basically a spreadsheet that one person keeps. We've got about fourteen thousand homes across Teesside and North Yorkshire, so it adds up.
- Sophie LingMm, yeah. And when a board paper needs numbers, who pulls them together?
- Lynsey BainbridgeMe, mostly. I'm not complaining, but I'm exporting things and matching them up by hand for most of the week before a board. It's painful, and the numbers are never quite the same twice.
- Sophie LingThat sounds really frustrating. If you could ask one question of all that data at once, what would it be?
- Lynsey BainbridgeTenants who've had three repairs in a year and then complained. That's the one that matters to our service leads. We know it's happening, we just can't see it quickly.
- Sophie LingGood, that's a really clear example. We'd be looking at linking those three sources so the question takes minutes rather than days.
- Lynsey BainbridgeRight. Can I ask about the security side early? My IT people will want to know where the data lives before they'll even look at it.
- Sophie LingOf course. It's built and run inside your own Snowflake account, so the data stays under your control. I'll bring in one of our engineers for the detail on the next call.
- Lynsey BainbridgeOkay, that's a good start. Honestly I'm more worried about whether the team will actually use it. We've had tools before that nobody opened.
- Sophie LingThat's a fair worry. I think the test is whether the questions are ones your people already ask. Which teams would be the first to use it?
- Lynsey BainbridgeCustomer insight, obviously, and the repairs team. Maybe a couple of service leads too. I'd probably start there and see.
- Sophie LingThat sounds like a few teams, so we'd probably look at the Growth tier for you. I'll be clear that's our suggestion, not a commitment.
- Lynsey BainbridgeFine, that's helpful to know. What's the figure you've got on the deal at the moment? I want to be sure what I'm taking to my director.
- Sophie LingThe total on the deal is £62,000 right now. I'll break down exactly what's in it in the proposal, so you're not working it out from a number on a screen.
- Lynsey BainbridgeGood, I'd rather see it written down. Can you send me a list of what you need from us? Systems, owners, that kind of thing.
- Sophie LingYes, I'll send a short list today. Which systems you use, who owns each one, and which teams need answers first. That'll help us scope it.
- Lynsey BainbridgeThat's manageable. I'll pull it together with my team. Give me a few days.
- Sophie LingTake your time. I'll send the notes and the list over by Thursday, and we can book in the next step once you've had a look.
- Lynsey BainbridgeSounds good. Thanks Sophie, that was useful.
- Sophie LingThanks Lynsey, speak soon. Cheers.