Pelton Grange Care

Support: on 2 Apr 2026 a user, Lindsay, reported that a dashboard grouped by week showed individual incidents instead of a weekly line chart. Bethan began investigating whether it was a limitation or a configuration issue, and the read does not show the outcome.

Events: on 24 May 2026 Alice Brewer invited Barry Coxon, the Finance Director, to the Customer Day in London on 11 Jun 2026. On 27 May 2026 she invited Stephanie Lowes to an 18 Jun 2026 webinar on data freshness. Neither replied in the threads, so attendance and interest are not shown.

Renewal: on 11 Jun 2026 Daniel Okafor sent Barry a continuation proposal ahead of the 9 Sep 2026 renewal. Barry said the brain was useful for seeing contact and incident data across all homes at once, and that he would review the proposal and come back.

Ask: Daniel set signature by the end of August and offered Lewis Kerr for pricing or terms. The thread ends with Daniel's 15 Jun 2026 message, with no reply from Barry.

Open at the end: the proposal was unsigned in the reads, Barry had given no commitment, and the weekly aggregation ticket had no recorded resolution. Whether Barry attended the Customer Day is not shown.

Support: the quarter held five tickets and no calls, emails or news. Three came from Stephanie, one from Lindsay and one raised the email sync fault.

Email sync: on 21 Jan 2026 email sync stopped and the brain held no recent messages. Olivia traced it to expiring email connector credentials within 32 minutes and committed to refresh the connection.

Feature requests: on 21 Jan 2026 Stephanie asked for bulk contact updates across homes, as a new commissioner's details must be entered home by home. Bethan flagged it to the product team. On 13 Mar 2026 Stephanie asked for saved searches to avoid retyping daily queries, and Bethan again flagged it.

How-to: on 2 Feb 2026 Stephanie could not find the date range filter. Connor pointed her to the date picker in the query builder.

Data quality: on 18 Mar 2026 Lindsay reported duplicate commissioner records with spelling variations. Kate put it down to source system updates and offered to help merge them.

Open at the end: the reads do not confirm that the email connector refresh was completed or that the duplicates were merged. Both feature requests await a product response. The reads show no sign of price, value or renewal discussion.

Onboarding: On 3 Oct 2025 all four connectors were live and a phased rollout to five or six power users was agreed. Stephanie Lowes is the only named admin, and granular permissions were deferred.

Adoption: On 16 Oct 2025 about ten users were live against forty licensed seats. Lindsay Pallister called the chat pretty powerful, but wrong invoice dates in the finance connector and one slow search were raised.

Support: On 14 Oct 2025 a ticket on search by home name returning several homes was answered with a location ID filter. On 18 Nov 2025 a complaint-level ticket found commissioner searches returning calls from other commissioners, because indexing was not scoped to the right field.

Training: On 29 Oct 2025 Lindsay said more people were asking questions and the team was ready to go deeper. No dashboards were built yet, and Laura Penhaligon showed her the builder.

Dashboards: On 26 Nov 2025 Stephanie asked for help because the builder kept resetting her grouping settings. Connor walked her through the sequence, which shows she is starting to build.

Marketing: On 12 Nov 2025 Alice Brewer invited Susan Tweddle to a 20 Nov 2025 webinar. The thread holds no reply.

Open at the end: The commissioner search fix was planned for the next release, with deployment and customer confirmation still to track. The invoice date check, a second admin and the first dashboard for home managers are not shown as done.

Proposal: On 7 Jul 2025 Lewis Kerr presented the Growth proposal at £44k a year plus £12k implementation. Finance Director Barry Coxon asked for a value case, and Lindsay Pallister expected time saved.

Scope: On 9 Jul 2025 Barry called the proposal reasonable and asked what data integrations and user licences include. Lewis promised a breakdown, but his reply gave no connector or user numbers.

Negotiation: On 31 Jul 2025 Barry said £44k was above budget. Owen Tallis offered about five per cent off for year one only, with year two at £44k, and Barry accepted while noting the team is stretched.

Order form: Lewis sent it on 22 Aug 2025, and on 26 Aug 2025 Barry said he would sign the next day. The executed copy is not in the reads.

Billing: Invoice INV-172-0001 for implementation (£12k net) was sent on 28 Aug 2025. Invoice INV-172-0002 for the subscription (£42k net) followed on 10 Sep 2025, due 10 Oct 2025. Neither thread shows a PO number or payment.

Delivery: The kickoff on 18 Sep 2025 set an eight-week build, and on 26 Sep 2025 CRM and helpdesk were syncing. The accounting connector was promised by Monday.

Open at the end: The signed order form, PO numbers, payment and accounting connector were unconfirmed. The year-two price of £44k sits against a v2 Growth list of £50k.

Outreach: On 6 May 2025 Lewis Kerr proposed a discovery call with Lindsay Pallister, Head of Care Operations. She asked to move it to the week after next and was engaged, not resistant.

Discovery: On 13 May 2025 Lindsay described contacts, incidents and billing split across three systems with no warehouse. Thirty to forty staff repeat the same lookup, which points to Growth by BG-Demo's judgement; no tier or price was discussed.

First demo: On 12 Jun 2025 Lewis and Anya Petrova demoed to Lindsay and Stephanie Lowes. Lewis quoted Growth at £44k a year plus £12k implementation, with 40 users and 8 connectors, and promised the quote and order form the same day. Stephanie asked for a demo on their own data, but only the demo environment was shown.

Second demo: On 23 Jun 2025 Hannah Lowe and Lewis covered connectors, Snowflake, permissions, training and support. Stephanie stressed the sensitivity of family and care data. Lindsay was told a broken Xero connector would usually be fixed within a day, which is now an expectation to meet. Lindsay asked when they could move forward, and Stephanie said they would review and reply.

Open at the end: The order form was to be sent and reviewed. The reads do not show a signature, who signs or a decision date. Premium support was mentioned as an add-on.

Scope: the period holds one read, an email thread dated 29 Mar 2025. No calls, tickets or news items are recorded for Pelton Grange Care in Q1 2025.

Invitation: Sofia Marchetti invited Barry Coxon, Finance Director, to an online webinar on 17 Apr 2025 about connecting client information, incidents and billing. The read treats it as a marketing invitation only.

Customer view: there is no customer response in the thread, so interest is not shown. The read notes that the webinar topic fits B-Viz.

Open at the end: Sofia was to send joining details if Barry replied. The evidence does not show any follow-up.