Calderbrook Housing Group

Check-in: On 8 Apr 2026 Helen Marsden found the repairs figure below the housing system, with records from that connector flat. Her director compares £44k with the cost of two developers, and about five of forty users are active.

News: A 14 Apr 2026 trade item reported Calderbrook launching an in-house data platform. It does not name the outside product it replaces.

QBR: On 28 Apr 2026 Helen raised an arrears total that differs from the housing system report. In a 29 Apr 2026 email she said fewer of her team log in because they no longer trust those figures.

Support: Three routine how-to tickets (12 May 2026, 22 May 2026, 1 Jun 2026) from Paul Rigby concerned dashboard export, including a request for daily 06:00 scheduled exports.

Renewal: On 1 Jun 2026 Craig Oduya, Director of Digital and Data, asked for notice, export and exit terms in writing. On 3 Jun 2026 Amara Obi told him about four people are active against 40 licences.

Calls: Craig described a mandate of fewer suppliers and one in-house platform on 8 Jun 2026. On 25 Jun 2026 he asked for exit terms and called scope reduction more relevant, and Helen would keep four connectors.

Open at the end: No renewal decision, term ending 1 Sep 2026, and the written exit position was still owed. The arrears gap may be a filter definition. The evidence does not show a new date for the 6 Jul 2026 placeholder.

Repairs data: From 12 Jan 2026 Paul Rigby raised repeated tickets about repairs jobs counted twice after the housing system upgrade. Fixes to the ingest parser and join logic did not hold.

QBR and escalation: At the 26 Jan 2026 QBR and the 27 Jan 2026 escalation, Helen Marsden said the board pack repairs figure did not reconcile. About six people were active against forty licences.

Support: On 28 Jan 2026 Helen said a promised update had not reached her, and Esther Quaye named Dominic Hale as ticket owner. On 5 Feb 2026 Bethan Lister traced the duplicates to the housing system export.

People: On 2 Feb 2026 Amara Obi introduced herself as third CSM. Craig Oduya refused to discuss renewal and asked for a written exit position.

Renewal: On 5 Mar 2026 Helen said the digital team was considering an in-house platform, and asked for figures for the board. At the 10 Mar 2026 QBR Craig said every contract was under review, and Sofia Marchetti committed to a written exit note.

Connector: Tickets continued: status mismatches on 24 Feb 2026, a dozen duplicates on 16 Mar 2026, two days without data on 23 Mar 2026, and 70 of about 200 jobs indexed on 30 Mar 2026.

Open at the end: Growth stays at £44k a year, renewal 2 Sep 2026. The arrears difference was unexplained and the renewal outcome is not shown.

Reconciliation: On 17 Oct 2025 Helen Marsden said the repairs figures in the board pack did not reconcile with the housing system. On 23 Oct 2025 Paul Rigby reported repairs jobs counted twice and wanted an update early the next week.

QBR: At the 22 Oct 2025 QBR Helen asked for cost set against value, as the board will ask about the £44k a year. Only about a quarter of the forty seats were active, and Paul was the only day-to-day admin.

People: Calderbrook appointed Craig Oduya as Director of Digital and Data (news, 4 Nov 2025). Esther Quaye took over from Daniel Okafor as CSM and wrote to Helen on 18 Nov 2025.

In-house review: On the 20 Nov 2025 call Craig said BG-Demo is reviewed like every other supplier. He asked about the exit position and would not commit to a renewal conversation, its outcome or budget.

Arrears: On the 24 Nov 2025 call Helen found the arrears figure differed from the housing system extract. Daniel traced it to nightly refresh timing and agreed a one-pager for her finance director.

Usage: On 17 Dec 2025 Helen warned that fewer people might appear in the system. On 29 Dec 2025 she said users had stopped investing time because the direction was changing.

Open at the end: The arrears trace was unresolved and the in-house platform decision was unknown. The Growth term runs to 1 Sep 2026, with renewal on 2 Sep 2026.

July: On 1 Jul 2025 Helen said board-pack arrears figures were closer but still did not match. On 7 Jul 2025 she said an in-house platform was being looked at above her, asked about a smaller tier and put the renewal conversation on hold.

Renewal: On 23 Jul 2025 she said the executive team would choose once an IT group reported, and asked what a clean data handover would look like. The 28 Jul 2025 QBR showed about ten of forty users active.

Order form: On 7 Aug 2025 Tom Ashdown sent the Growth renewal at £44k for 40 users. Helen confirmed the terms matched but would not sign for people who had not decided.

Turning point: On 21 Aug 2025 Helen said the group had decided to build its own platform. She wanted limited board pack cover after 1 Sep 2025, and invoice INV-007-0003 for £44k net was issued on 19 Aug 2025.

September: At the 15 Sep 2025 QBR logins were down by about a quarter, though seven of nine dashboards feed the board pack. On 17 Sep 2025 about eight of forty seats were active. Helen wanted a sourced arrears figure before the board asks what the brain is worth.

Open at the end: The arrears reconciliation, the usage summary, the value summary and any signed renewal. The evidence does not show a signature.

Data quality: On 4 Apr 2025 Paul Rigby raised duplicate repairs job refs after the housing system upgrade, and Bethan Lister applied a deduplication filter. On 7 Apr 2025 the arrears count did not reconcile, and Daniel Okafor said the fix is on BG-Demo's side.

In-house option: At the 28 Apr 2025 QBR Helen said the executive team had asked IT to look at building in-house, and that it was not her proposal. On 13 Jun 2025 she said the technology group was costing it, with about ten daily users on forty seats.

Renewal: On 13 May 2025 Daniel confirmed Growth at £44k a year, matching the order form and invoices. On 3 Jun 2025 Helen would not confirm the renewal without usage evidence.

Support: On 22 May 2025 a scheduled start date field was found unmapped in the connector. On 9 Jun 2025 a hung repairs connector slowed the board-pack query, and on 10 Jun 2025 Helen said her team was using the platform less because they do not trust the totals.

News: On 25 Jun 2025 Calderbrook responded to a regulatory announcement, expecting stronger, more timely information. The announcement's content is not in the item.

Open at the end: Arrears and repairs figures still did not reconcile, and the usage summary and written renewal terms were owed. Questions remained concentrated in two people.

Board pack and arrears: Helen Marsden traced a repairs mismatch on the 2 Jan 2025 call to export timing, not the brain. The 24 Jan 2025 QBR arrears gap was a load cut-off, and the 17 Mar 2025 gap a month-end posting timing issue; all were resolved.

Usage: Usage rose from seven or eight daily users at the 24 Jan 2025 QBR to around eleven on the 20 Feb 2025 call, against 40 Growth licences. The complaints team and area managers want access, and housing officers want a pilot.

Support: On 30 Jan 2025 Bethan Lister confirmed scheduled exports exist in the dashboard builder, which Helen had not known. On 12 Feb 2025 Helen asked for a plain-terms cause of a resolved complaints-categories ticket so she could reassure the board.

Renewal: Helen raised the renewal herself on the 2 Jan 2025 call, and Daniel Okafor opened it formally on 11 Mar 2025. The term runs to 1 Sep 2025, with Growth at £44k confirmed on the order form and invoices.

People and risk: A restructuring announced on 25 Feb 2025 affects support and management roles; the evidence does not show whether Helen's team is affected. On 17 Mar 2025 Helen flagged an IT group data platform discussion that she is not leading.

Open at the end: A one-page value summary for Helen, the source trail export for the board pack, a stock condition connector and the complaints log connector were still open.

Onboarding: From 1 Oct 2024 Callie Brennan ran four calls with Helen Marsden and Paul Rigby on access, mapping and acceptance. Helen wanted every board number traceable, and Paul said repairs jobs had been double-counted since the housing system upgrade.

Duplicates: On 2 Oct 2024 repairs and complaints were connected. On 18 Oct 2024 Callie said she would keep one row per job reference and hold the repairs connector until checked row by row.

Access: On 16 Oct 2024 IT was nervous about a service account on the live system. On 23 Oct 2024 nothing was ticked on the access checklist, and only Helen and Paul were admins.

Training: On 29 Oct 2024 the arrears total differed from the board pack and the duplicates remained open. On 11 Nov 2024 Helen traced an arrears difference to a cut-off date, Paul built a repairs stand-up dashboard, and she planned a staged rollout.

Adoption: Customer-side use was three people in late Oct 2024. On 22 Nov 2024 Helen said colleagues were asking questions themselves, and on 2 Dec 2024 around seven were active against forty licensed users.

Commercial: Growth at £44k matched the order form and invoices, and the renewal was framed on 2 Dec 2024 as next September.

Open at the end: On 24 Dec 2024 Helen said repairs and complaints were better but she would not endorse the arrears section until traced to source. Daniel Okafor owed the arrears trail. Paul did not reply to the webinar or roundtable invitations.

Demos, 1 to 22 Jul 2024: Calderbrook's own-data demo on 8 Jul 2024 made the repairs count match the repairs manager's figure. The 12 Jul 2024 demo showed repairs jobs arriving twice since the housing system upgrade.

Proposal: Growth was proposed at £56k all in, covering implementation and first year, not a yearly price. On 22 Jul 2024 Helen asked for the split and a test on three figures, and noted an IT colleague had floated an in-house build.

Negotiation, 5 to 14 Aug 2024: Helen would not go to her director until arrears, complaints and repairs reconcile. On 6 Aug 2024 she set three open points: named connectors, a reconciliation acceptance check and terms for an additional team. On 14 Aug 2024 she asked for the split and written scope confirmation, calling 16 Aug 2024 tight.

Billing: invoices followed on 19 Aug 2024 (£12k net) and 2 Sep 2024 (£44k net, due 2 Oct 2024). Nell Ashcombe asked Helen to bring more of her team in.

Onboarding, 10 to 25 Sep 2024: The kickoff on 10 Sep 2024 confirmed Growth with 40 users, and only two people were using it. Paul Rigby, the only admin, repeatedly showed duplicate repairs rows. Bethan Lister fixed a slow drill-down query on 20 Sep 2024.

Open at the end: Arrears access from IT and finance was outstanding. Helen would use nothing in the board pack until it reconciles. The complaints contact and a second admin were not named.

Booking: On 19 Jun 2024 Tom Ashdown set up a discovery call with Helen Marsden, Head of Business Intelligence. She said repairs and arrears in the board pack do not reconcile to the housing management system, and the call was confirmed for Thursday at 10:00.

Discovery: On 24 Jun 2024 the call showed the repairs figure differs across the housing management system, the contractor job system and the complaints log. Her two analysts spend most of a week each month reconciling, and she will not put a number to the board without seeing the source records.

Price: Tom quoted £56k for the Growth tier as the total deal value, implementation included and not a yearly subscription figure. Helen is not the budget holder, and her finance director will ask about one-off against recurring cost and the price after the first year.

Follow-up: On 26 Jun 2024 Helen ranked arrears worst, complaints second and repairs third, and asked whether every answer can be traced to its source. She wants the price breakdown in writing; the £56k is an unconfirmed placeholder with an expected close of 16 Aug 2024.

Open at the end: Tom owes a demo on Calderbrook's own data and a written commercial breakdown, including the one-off and subscription split and the renewal price. The director of strategy, finance director, head of customer services and IT still need to be involved. The decision window ends 16 Aug 2024.

This period holds one read, a news item. There were no calls, email threads or tickets in the quarter.

18 Mar 2024, results: Pennine Newswire reported that Calderbrook published results for the latest financial year. It described steady operational delivery and demanding conditions for repairs, tenant budgets and safety expectations, and named rent arrears as an area of close attention.

Data aim: the business-intelligence team is expected to continue work on a joined-up view of performance. The read judges this a restatement of an aim already in place, not a trigger, and rates its significance low.

Opportunity: the stated wish for a single view of performance fits the purpose of B-Viz. The read records no risks and no next steps.

Open at the end: nothing is shown as open. The evidence does not show any customer contact, usage change or commercial discussion in the quarter.