Lornefield Pensions Administration

Renewal: Daniel Okafor opened the Growth renewal on 2 Jan 2026 and Douglas Baird said the group must agree it. On the 7 Jan 2026 call Douglas said supplier arrangements were under review and he needed a trustee case.

Pricing: on 26 Jan 2026 Nell Ashcombe proposed the same £44k for the next term. Douglas wanted a decision by 2 Feb 2026 and flexibility on the forty seats.

Usage: the 28 Jan 2026 QBR showed about ten of forty licensed users active, with questions concentrated in a few people. Connectors were green and tickets were answered well. Imogen Hartley said the issue was breadth, not depth.

People: Imogen, Head of Data, left on 30 Jan 2026 with no named successor. Craig Paterson remains the connector contact.

Outcome: on 11 Feb 2026 Douglas warned he might write formally. His 2 Feb 2026 notice said Lornefield will not renew when the term ends on 2 Apr 2026, because its administration businesses will standardise on Signalvane. He said it was not a judgement on the brain or the service.

Support: on 13 Feb 2026 data went stale because credential validation failed on BG-Demo's side. It was corrected on 17 Feb 2026. A CSV export request was passed to product on 23 Jan 2026.

Open at the end: Douglas would discuss only the current term. The evidence does not show any reversal, or how the close was handled.

Check-in: on the 22 Oct 2025 call Imogen Hartley, Head of Data, was pleased, with more users and questions and no tickets in the last month. She asked to be involved early in the Growth renewal, as the contract runs to 2 Apr 2026.

News: on 28 Oct 2025 Lornefield announced an expansion, with detail to follow. On 1 Dec 2025 Dunmarra completed its acquisition and did not say how supplier arrangements would be treated.

Support: three tickets from Craig. A duplicate membership records fault (3 Nov 2025) was traced to the indexing logic and cleaned up once, with a fix planned for the next release. A dashboard date filter how-to (19 Nov 2025) and a new standard user request (15 Dec 2025, resolved 22 Dec 2025) followed.

Acquirer: on 12 Dec 2025 Fiona Mackie, Integration Director at Dunmarra Group, asked for the contract, renewal date, termination terms and fee. Daniel Okafor gave the Growth tier, 40 licensed users, £44k a year and a term to 2 Apr 2026, and offered a call with Nell Ashcombe.

Renewal: on 30 Dec 2025 Douglas Baird said the group's position was not settled and made no commitment. He noted fewer people logging in, only partly explained by the holiday.

Open at the end: Daniel was to send the executed paperwork to Fiona and propose a renewal time in the second week of January. The duplicate-records fix was still to be confirmed after release.

Usage: at the 30 Jul 2025 QBR, around twelve active users against forty licensed on Growth, slightly up. On 21 Aug 2025 Imogen Hartley confirmed two relationship managers had moved to other work and others had gone back to spreadsheets.

Check-in: on 26 Aug 2025 Daniel Okafor reported active users down by about a third. Imogen knew of no complaint and wanted a dashboard per scheme, and the cause stayed unknown.

Support: five tickets from Craig Paterson. A connector timeout on 4 Jul 2025 was traced to a source-side redeploy and resolved. A Xero sync failure on 18 Aug 2025 had a first response of 423 minutes.

Performance: slow queries from 21 Aug 2025 were marked solved on 4 Sep 2025 with no explanation. A second slowdown on 10 Sep 2025 followed maintenance, and a connector timeout on 15 Sep 2025 was suspected to be source-side.

Ownership: on 16 Sep 2025 news reported that Dunmarra Group agreed to acquire Lornefield, with integration decisions on suppliers to follow completion.

Renewal: on 24 Sep 2025 Imogen warned that Dunmarra runs Signalvane and that leadership may prefer it. She wants a plain value story for trustees and asked to keep this low key.

Open at the end: the cause of the usage fall, the unexplained performance fixes, the Dunmarra decision, and the term end of 2 Apr 2026.

Renewal: On 1 Apr 2025 Nell Ashcombe sent the Growth renewal order form for 40 licensed users at £44k. Douglas Baird expected to sign, but the thread does not show the executed copy.

Billing: On 3 Apr 2025 Rachel Dunmore sent invoice INV-005-0004, net £44k, due 3 May 2025, and asked Morag Lindsay for a PO number. No reply or payment is shown.

Check-in: On 14 Apr 2025 Imogen was positive. She wanted a scheme view in the dashboards builder and a one-page board value summary before the 2 Apr 2026 renewal.

Support: CSV export failed on a large dashboard because of a Growth row limit (2 Apr 2025). The Salesforce connector stopped syncing after 9 Apr 2025 and was solved by 15 Apr 2025. A late nightly refresh on 16 Apr 2025 was traced to a slow CRM connector. Trustee dashboard slowness on 6 Jun 2025 was escalated and solved on 11 Jun 2025.

Value: On 12 Jun 2025 Imogen said use had dipped and someone would ask whether all forty seats are needed. She said the real question is value.

People: On 13 Jun 2025 she asked for a walkthrough built around scheme managers' trustee calls.

Open at the end: The executed order form, PO number and payment are not shown. Daniel Okafor owed a ticket note, an active-user list and a comparison with last year. The fee administrator session had no date.

Renewal opens: On 2 Jan 2025 Daniel Okafor opened the Growth renewal at £44k a year for 40 users and flagged a usage dip. On 17 Jan 2025 Douglas Baird said he could not yet give a view.

Value challenge: On the 22 Jan 2025 call Douglas said the group must be satisfied on value first. Daily users had fallen by about a third, to eight or so of forty, and some managers were back on spreadsheets.

Support: A custom dashboard widget error was raised on 30 Jan 2025 and was still waiting for customer details. A connector timeout cleared after a manual refresh on 4 Feb 2025, with the ticket left open pending clean refreshes.

QBR and check-in: On 3 Feb 2025 Douglas was more comfortable but wanted a two-manager pilot first, and admitted he had not been asking the brain himself. On 17 Feb 2025 Imogen Hartley said about a dozen seats are in daily use and are hard to defend to the board. She asked for a manager training session.

Movement: On 28 Feb 2025 Douglas was pleased usage had improved and invited BG-Demo to propose changes. On 6 Mar 2025 he said he did not foresee difficulty, though Morag Lindsay would act only on a signed order form.

Open at the end: The order form was not shown as signed. The term ends on 2 Apr 2025, and the widget ticket, connector ticket and training session were unresolved.

Adoption: On 10 Oct 2024 Imogen Hartley told Daniel Okafor her real question was getting more relationship managers to ask the brain themselves. At the 14 Oct 2024 check-in, active users were around eleven against forty licensed, and she expected leadership to ask why they pay for forty.

Follow-up: Daniel sent notes on 15 Oct 2024 and owed Imogen walkthrough options. The thread holds no customer reply.

Support: On 29 Oct 2024 the email connector timed out repeatedly. Bethan found the ingestion routine hanging on batches over ten thousand emails (mailbox of around sixty thousand) and escalated to Ewan Pryce as a platform issue. The memory fix was still to be deployed.

People: Sofia Marchetti invited Craig Paterson, who runs the connectors, to a London roundtable on 26 Nov 2024. Attendance is unknown.

Turn: At the 12 Dec 2024 check-in, active users were a little under thirteen, up about a fifth. The managers' session had helped, and compliance asked about evidence on member queries.

Billing: On 19 Dec 2024 Craig questioned a charge for additional users that was blocking finance approval. Bethan confirmed a BG-Demo billing error and arranged a corrected invoice. First response took 461 minutes.

Open at the end: Daniel owes a compliance feasibility view and a usage and value summary. Imogen is seeking a senior compliance sponsor. The Growth subscription at £44k a year runs to 2 Apr 2025. The email connector fix and the corrected invoice are not confirmed closed.

QBR: On 5 Aug 2024 Imogen Hartley said active users averaged just over eleven, a little lower than the previous quarter, and put it down to leave. She said the problem is breadth and a value story for leadership that does not depend on her.

Commercial: Nell Ashcombe confirmed £44k a year for Growth and said the renewal is in the spring. She declined to quote anything new on a QBR call.

Follow-up: On 6 Aug 2024 Daniel Okafor emailed about a small summer dip in usage and headroom on the forty Growth licences. He asked Craig Paterson for the admin console status on the nightly refresh and promised Imogen dashboard ideas. No customer reply is recorded.

Support: On 24 Sep 2024 Imogen reported the email connector had stopped pulling records overnight. Bethan Lister traced it to an authentication timeout after a credential reset, and it resumed once Imogen updated the credentials. First response took 95 minutes, within the Growth high-priority SLA.

Open at the end: The usage and value note, manager voices and a paragraph from Craig were still to be gathered. Daniel was to start the renewal conversation early, in writing. Member services remained the obvious next group. Craig wants advance notice of any refresh timing change.

Billing: Nell Ashcombe sent invoice INV-005-0003 on 3 Apr 2024 for the annual Growth subscription, £44k net and £53k gross, due 3 May 2024. The thread does not show whether it was paid.

Check-in: on 23 Apr 2024 Daniel Okafor met Imogen alone. She said managers now use the brain before trustee calls and active users have more than doubled.

Renewal: Imogen wants to grow the habit, not the licence. She needs a plain statement of value for the board before the renewal next April.

Support: on 23 Apr 2024 Craig Paterson queried pro-rata billing for the Growth upgrade, and Bethan Lister's explanation was accepted. On 9 May 2024 scheme managers asked for scheduled weekly reports, and Bethan offered dashboards as a workaround and suggested scheduled email reports for the QBR.

Adoption: on 14 May 2024 Imogen asked how to combine Gong and Zendesk data in one dashboard query, which was answered. On 13 Jun 2024 she reported truncated search snippets, and Bethan found a result pane width cause. The ticket is marked solved, but no deployment confirmation was posted.

News: partnership announcements on 13 May 2024 and 17 Jun 2024 named no partner and showed no change to systems or suppliers.

Open at the end: the member services session, the value case, the scheduled reports question for the QBR, and confirmation of the snippet fix and of payment.

Renewal: Daniel Okafor and Imogen Hartley agreed a review call on 29 Jan 2024. At the 5 Feb 2024 QBR connectors were green and no tickets were open, but around four of fifteen licensed users were active.

Adoption: Imogen called it a habit problem, not a quality problem. A couple of scheme managers asked a good share of the questions, a key-person risk, and she wanted a value note for her director.

Value case: On 22 Feb 2024 Imogen was positive and said two scheme managers used the brain unprompted. Daniel's 23 Feb 2024 notes set the Starter renewal at £20k a year.

Support: On 5 Mar 2024 Craig Paterson asked for saved searches. Bethan Lister explained shareable links work as a workaround, and Craig was satisfied.

Expansion: On 11 Mar 2024 Nell Ashcombe and Owen Tallis negotiated a move to Growth at £44k as the whole deal. Morag Lindsay asked for periods and the split to be written down.

Signing: Douglas Baird, the COO, returned the order form signed on 20 Mar 2024. On 21 Mar 2024 the rollout order was agreed: first team unchanged, member-query team next, then trustee dashboards.

Open at the end: The countersigned copy is not shown. The start date against the Starter end of 2 Apr 2024, the fee invoice connector and the trustee contact were unconfirmed on 25 Mar 2024.

Check-in: On 8 Nov 2023 Imogen Hartley said managers were using the brain unprompted, with no tickets. Active users averaged between four and five, up just over a third on the previous quarter.

Risk raised: Imogen worried that fifteen licences with few active users were an easy target for finance. Only she was on the call, so the COO and other managers had not been heard on renewal.

Outreach: On 11 Nov 2023 Nell Ashcombe invited Craig Paterson to the webinar on Thu 16 Nov 2023. The thread holds no reply from him.

News: A 16 Nov 2023 item described a Lornefield service joining trustee conversations, helpdesk queries and fee invoices. The read finds no link to BG-Demo's work and no effect on the account.

Support: On 27 Nov 2023 Craig requested PDF export of dashboards for monthly trustee packs. Callie Brennan confirmed other customers want it and added it to the roadmap for next quarter.

Year-end check-in: On 28 Dec 2023 active users averaged three and a half, down about a fifth. Imogen blamed leave and fewer trustee meetings, and the planned walkthrough had not happened.

Open at the end: The renewal date is 3 Apr 2024 at £20k. Daniel Okafor owes a value summary, including the dip, by the second week of January, and Nell is to see it first. The seasonal explanation is unproven.

Adoption: On 5 Jul 2023 Imogen Hartley said managers now ask the brain first, and she wanted a trustee view. She also called unused licences a waste of money.

Support: On 10 Jul 2023 Imogen reported the nightly refresh running into mid-morning and asked for 07:00. The evidence does not show whether that was achieved. On 13 Jul 2023 Craig Paterson reported the Zendesk connector showing yellow; the ticket closed 25 Jul 2023 with no recorded cause.

Review: On 1 Aug 2023 Daniel Okafor and Imogen set a quarterly review. At the 4 Aug 2023 QBR, Douglas Baird asked whether managers are better equipped. Usage was nearly double the previous quarter, and he deferred the Growth upgrade until the Starter route is proven. The case management connector timed out twice and the refresh window moved without notice.

Follow-up: On 7 Aug 2023 Douglas said it was the first time he had seen usage in terms he could take to the trustees. He is open to other teams but wants Imogen's view first.

Incidents: On 21 Aug 2023 the refresh hung until 14:43 the next day, leaving all users on stale data. Callie Brennan traced it to Salesforce API rate limits and Ewan reviewed refresh sequencing. On 25 Aug 2023 a Gong field-mapping bug that truncated call durations was fixed.

Open at the end: Deployment of the sequencing change, the customer's re-run to confirm the Gong fix, a change notice for refresh windows, and the trustee view against the Starter tier.

Start: On 3 Apr 2023 Daniel Okafor ran the kickoff with Imogen Hartley alone, confirming Starter at £20k, fifteen users and four connectors. Nell Ashcombe issued the £20k net invoice the same day, due 3 May 2023.

Onboarding: On 12 Apr 2023, 19 Apr 2023 and 27 Apr 2023 Tobias Renwick worked with Craig Paterson and Imogen on connectors. Two were green on 12 Apr 2023, the helpdesk stayed amber and partial, and the accounting connector waited on finance.

Customer conditions: Craig wants written notice before any change to the refresh window, after a previous supplier moved it. Tobias confirmed the 07:00 nightly refresh in writing on 21 Apr 2023.

Adoption: On 9 May 2023 Imogen admitted she had not sponsored it inside the team. On 16 May 2023 only a handful had logged in against fifteen users, and she planned one-to-one sessions.

Training: On 10 May 2023 Imogen asked for a session for six or seven relationship managers.

Support: On 4 May 2023 the payment terms query was resolved and paid. On 24 May 2023 Craig asked for a test environment and was told it needs the Enterprise Sandbox, an upsell signal.

Open at the end: On 27 Jun 2023 Imogen said the managers had taken to the brain and wanted to discuss other teams using it. Daniel agreed a Tuesday morning call. The evidence does not show whether the helpdesk history was completed or the accounting connector added.

Demo: Nell Ashcombe set up a demo on Lornefield's own data (9 Jan 2023). On 17 Jan 2023 Imogen confirmed the answer on a known scheme was correct and said it replaces three tabs and a spreadsheet.

Security: Craig Paterson set conditions on role, sources and change windows. In the 19 Jan 2023 thread he asked about refresh timing, credential access and connector retry; Tobias Renwick owed the answers.

Proposal: On 6 Feb 2023 Nell walked Douglas and Imogen through the Starter proposal. Douglas wanted his finance manager to see the split between implementation and subscription, and asked for a written note on what BG-Demo touches and a connector note (8 Feb 2023).

Negotiation: On 28 Feb 2023 Morag Lindsay put four questions on invoicing and term and said she could not agree the commitment herself. Nell offered a first-term discount only. On 1 Mar 2023 Imogen asked for connector ownership in writing and the contract period on each invoice; Nell agreed both.

Order form and billing: Nell sent the Starter order form on 15 Mar 2023 with a deal total of £26k. Douglas said on 16 Mar 2023 it matched what was discussed but wanted to re-read it. On 20 Mar 2023 Nell sent Morag the first invoice of £6,000 net, £7,200 gross, due 19 Apr 2023.

Open at the end: The evidence does not show a signature or a confirmed term start. Imogen's possible fifth source would exceed the four-connector hard limit.

This period holds one read, the 30 Dec 2022 discovery call with Nell Ashcombe.

Need: Imogen Hartley described trustee meeting prep across the CRM, call recorder, helpdesk and finance, which takes half a morning. She wants one view of a scheme instead of three or four systems.

Regulatory comfort: Douglas Baird, the COO, raised regulation, consistency and where the data lives. He called the Snowflake answer reassuring but wants it written down.

Commercial: Nell pointed to the smallest tier, one team and a handful of sources, and said the price would come in the proposal. Douglas asked whether it was a full-year commitment and said he would not hurry.

Adoption worry: Imogen fears the tool is used for three weeks and then dropped. She asked for a day-to-day owner and a small start.

Open at the end: Nell was to send a short note of what she heard, offer a demo on Lornefield's own data and follow with a proposal. Douglas said only that the demo would be considered in the new year. Nothing in the read shows a price, a demo date or a commitment.