Tidecombe Housing

Billing: a ticket on 7 Jan 2026 said the last invoice did not match what the customer agreed. It was resolved on 14 Jan 2026, and the read says to check charges against the executed order form.

Renewal: on the 19 Jan 2026 call, Luke Kitching said the brain was not embedded in how anyone works and chose not to renew. Gemma Yates agreed, and Daniel Okafor is to arrange off-boarding.

Customer view: Luke blamed prioritisation and a change management problem with the earlier champion. People have built workarounds, so a later return is harder.

Support: on 23 Jan 2026 a tenant sync error was traced to the customer's postcode format change in its CRM. On 25 Feb 2026 duplicate tenant records were cleared by a sync rerun, and the customer was satisfied.

People: on 26 Jan 2026 Ravi Riley said a couple of leavers explained the fall in users. Olivia Grant's follow-up on whether the system works for remaining users has no reply.

Connector: on 26 Feb 2026 a monthly pull error cleared on re-run. The cause was never identified.

Open at the end: the subscription ends at the end of February. A win-back is possible only if a new champion appears, since the data stays in the customer's Snowflake.

Support: on 15 Oct 2025 Yasmin Openshaw asked how to build a dashboard and was satisfied with Olivia Grant's instructions. On 21 Oct 2025 a ticket reported search returning wrong tenant names; it was resolved 30 Oct 2025, with the root cause not documented.

People: on 22 Oct 2025 Ravi Riley asked for a new admin user, resolved 28 Oct 2025. This shows the customer adding capacity.

Support: on 5 Nov 2025 Yasmin reported fields missing from housing records. Olivia escalated it to the platform team and it was resolved 18 Nov 2025.

Search: on 6 Nov 2025 Yasmin reported slow searches on older records. Olivia said it is not a fault and offered a call, which Yasmin accepted; the time and outcome are not shown.

Events: on 8 Nov 2025 Alice Brewer invited Yasmin to a London roundtable on 25 Nov 2025. No reply is shown.

Renewal: on 28 Nov 2025 Daniel Okafor flagged the end-of-February renewal. Finance Director Luke Kitching said the team has more value as more people join, wants to renew and asked for paperwork. Tom Ashdown is to send the offer early in the new year.

Open at the end: the renewal offer, any price and a signature are not shown. The search call outcome is also not shown.

Duplicates: On 14 Apr 2025 the repairs team reported duplicate tenant records with differing details. Olivia Grant traced the cause to the source CRM and offered a merge on the brain side or guidance on CRM cleanup.

Freshness: On 7 May 2025 a user reported rent arrears data two days behind. Bethan Lister asked which dataset and when it last updated, and Ravi Riley named rent arrears; no root cause or resolution is recorded.

Source mismatch: On 29 May 2025 phone numbers and addresses in the brain lagged updates made in the source CRM. Ravi gave two examples and the ticket is shown as resolved, but the cause is not detailed.

Repairs data: On 30 Jun 2025 the customer reported duplicates and date mismatches in repairs data. Support responded within 99 minutes, logged it as a likely connector or transformation issue and escalated to the platform team; it was resolved on 3 Jul 2025.

Open at the end: Whether the source CRM data was cleaned is not shown. The reads flag a possible connector or mapping problem behind the repeated issues, and the rent arrears lag is unexplained. The reads do not show the customer's tier, so any freshness SLA breach is unconfirmed.

Renewal: On the 20 Jan 2025 call, Natasha Pryor said she is leaving and Finance Director Luke Kitching asked whether to renew at all. Daniel Okafor proposed the Starter renewal on the same terms, a handover and a free training day for her successor, subject to finance sign-off.

Renewal: On 10 Feb 2025 Tom Ashdown sent the Starter order form at £20k, same as last year. Luke replied on 11 Feb 2025 that he would return it that afternoon, but the thread does not show the signed copy arriving.

Billing: On 17 Feb 2025 Rachel Dunmore sent Gemma Yates invoice INV-013-0003 for £20k plus VAT £3,900, total £23k, due 19 Mar 2025. Payment is not shown in the reads.

Support: A connector sync ticket opened on 6 Feb 2025 was resolved on 19 Feb 2025 without a root cause recorded. First response took 807 minutes.

Support: On 14 Feb 2025 Natasha asked how to export search results and confirmed the CSV download worked, a sign of use in reporting.

Support: On 5 Mar 2025 the CRM connector dropped, leaving rent data stale the day before a board meeting. Support identified it within 58 minutes and escalated to the platform team.

Open at the end: The executed order form and payment are unconfirmed. The successor and training day are not yet in place, and the board meeting outcome is not shown.

Support: On 9 Oct 2024 Ravi Riley asked how to build a custom dashboard. Bethan Lister replied in 356 minutes and proposed a call; the ticket was solved on 18 Oct 2024 and closed on 22 Oct 2024.

Support: On 11 Nov 2024 Head of Housing Data Natasha Pryor asked whether a global search existed. Bethan replied in 133 minutes, explained the search bar and filters, and Natasha confirmed it met her need.

Renewal: On 29 Nov 2024 Daniel Okafor opened the renewal with Finance Director Luke Kitching at £20k for the next year on the same terms, saying usage was up. The subscription was due to renew on 1 Mar 2025, and Tom Ashdown was to follow with the paperwork.

Open at the end: Luke did not reply in the thread, so acceptance of the £20k offer and his view on price and value are not shown. The record does not show whether the dashboard call took place or whether a first dashboard was built. The dashboards builder is a Growth tier feature, so the account's tier is worth checking for an upgrade conversation.

Support: this period holds one read, a ticket dated 13 Aug 2024. Yasmin Openshaw asked for urgent access setup for a new team member needed that morning.

Handling: Bethan Lister responded in 15 minutes and asked for the new team member's email address so the account could be provisioned.

Signal: the read treats Yasmin as a champion voice and rates the ticket as neutral in importance with low urgency. It records no risks and no opportunities.

Open at the end: the ticket does not show whether access was provisioned. The evidence does not show any calls, email threads or news for Tidecombe Housing in this quarter, so nothing else can be said about sentiment, price or renewal.

Onboarding: On 2 Apr 2024 Callie Brennan told Natasha Pryor and Ravi Riley that all four systems were live and syncing, after a clean overnight test refresh. She handed Tidecombe Housing to Daniel for go-live and training.

Self-service: Natasha and Ravi plan to run the brain themselves from a setup guide, with Daniel as backup. Ravi asked whether they would be running it themselves after one call, and expired credentials were named as the cause of failed refreshes.

Training: On 12 Apr 2024 Callie trained Yasmin Openshaw and Ravi for 72 minutes on questions, dashboards and admin. Yasmin said the cross-system answer beat her current spreadsheet matching, and no commercial issue was raised.

Commercial: Callie confirmed the Starter allowance of fifteen users, with Ravi managing access. Four live systems matches the Starter connector limit, so a fifth source would be an add-on or tier conversation. Dashboard builder training touches a Growth feature.

Outreach: On 1 May 2024 Nell Ashcombe invited Ravi to a webinar on 16 May 2024 about the connectors. The thread holds no reply, so interest is not shown.

Open at the end: The follow-ups were the dashboard and admin guides from Callie to Ravi, and first test questions from Natasha and Ravi. The evidence does not show whether either attendee used the brain after training.

Proposal: On 2 Jan 2024 Tom Ashdown pitched Starter to Natasha Pryor and Luke Kitching, with a £6,000 implementation fee. Natasha wanted to move. Tom said the price stays flat in years two and three, which needs checking against the executed order form.

Negotiation: On 15 Jan 2024 Luke pressed on the one-year minimum and non-refundable implementation. BG-Demo held both and left a first-term discount, capped at 20 percent, open.

Order form: On 24 Jan 2024 Tom sent the order form and Luke said he would sign by end of week. The reads do not show the signed copy.

Billing: Nell Ashcombe sent the implementation invoice on 29 Jan 2024 and the first annual invoice on 1 Mar 2024. She chased the £6,000 plus VAT fee, due 28 Feb 2024, on 6 Mar 2024 and again on 20 Mar 2024, when it was three weeks overdue. Gemma Yates never replied.

Onboarding: At the 5 Mar 2024 kickoff Callie Brennan set a four-week plan, and Ravi Riley was named sole admin, a key-person dependency. On 12 Mar 2024 three connectors were ingesting and finance failed on credentials. On 19 Mar 2024 a new finance key was uploaded.

Open at the end: The signed order form, the unpaid implementation invoice, the finance connector test and the go-live date were all unconfirmed.

Discovery set-up: On 15 Nov 2023 Tom Ashdown asked Natasha Pryor, Head of Housing Data, for a discovery session. She agreed to the following week and preferred mornings.

Discovery: On 23 Nov 2023 Natasha and Luke Kitching described tenant data split across Salesforce, Zendesk and Xero. Luke said tracing arrears back to a tenant's record is slow and error-prone, and Natasha said a single search would save hours a week.

Commercial: Tom positioned the Growth tier for about 20 users across housing, finance and admin. No price was discussed and the evidence does not show who signs, though Luke, as Finance Director, will likely matter at order stage.

Demo: On 11 Dec 2023 Tobias Renwick, BG-Demo's CTO, demoed tenant search, overdue repairs and arrears lists on Tidecombe's own data. A query for repairs open over 60 days returned six tenants, and Natasha said it would flag risk straight away.

Customer view: Ravi Riley accepted nightly refresh, and Yasmin Openshaw found the repair status view useful. Tom proposed Growth with about 20 users, three connectors and go-live in eight weeks.

Open at the end: Tom owes Natasha a proposal with scope and pricing by the end of that week. Pricing is untested, the signer is unknown and no order has been agreed.