Commondale Care

Support: On 27 Apr 2026 Kayleigh Pounder reported staff moving between homes showing as leavers. Olivia Grant traced it to the source HR system closing and reopening the record; the ticket was solved on 5 May 2026 and closed on 9 May 2026.

People: On 30 Apr 2026 Marcus Bell and Lynne Featherstone arranged a half-hour check-in. On 20 May 2026 Alice Brewer invited Trevor Bulmer, Finance Director, to Customer Day in London on Thu 11 Jun 2026.

Check-in: On the 8 May 2026 call Marcus said usage was steady, a bit under the quarter before. Lynne expects a summer rise as new managers join, and said a sync ticket from last month followed a change on the customer's side that nobody told the team about.

Commercial: Lynne asked for home-level dashboards, and Marcus offered a session of about twenty minutes and said more people on it could be discussed. She asked about the renewal on 1 Mar 2027; Marcus deferred numbers to Tom Ashdown.

Support: On 4 Jun 2026 Kayleigh asked for a guide to the monthly commissioner report. Ruth Okoro pointed her to the help centre; solved on 18 Jun 2026, closed on 22 Jun 2026.

Open at the end: Renewal pricing, tier and user count are not shown. Trevor's reply to the invitation is not shown. It is not shown whether the sync now keeps transferred staff as one person.

Support: Kayleigh Pounder's ticket of 8 Jan 2026 asked for list view as the default page view. It was solved on 21 Jan 2026 and closed on 25 Jan 2026, and the reads do not show whether the setting was changed.

Renewal: on 13 Jan 2026 Trevor Bulmer declined to book a renewal meeting until he had seen usage figures. Marcus Bell agreed to send them first, and the term ended on 28 Feb 2026.

Value challenge: on the 21 Jan 2026 call Trevor said logins had fallen and half the managers do not use B-Viz. Marcus confirmed usage was down and that questions came from a small group of home managers.

Commercial: Janet Readman said every invoice was paid on time, so this is a value question, not a money one. Tom Ashdown said the renewal starting 1 Mar 2026 stays on the current price, with any discount left open.

Order form: on 6 Feb 2026 Alice Brewer invited Trevor to a webinar on 19 Feb 2026, and he did not reply. On 13 Feb 2026 Tom sent the renewal order form for Growth with 40 users, and Trevor said on 17 Feb 2026 that he would route it internally.

Invoice: on 17 Feb 2026 Rachel Dunmore sent Janet the subscription invoice, due 19 Mar 2026, and asked for the PO number.

Open at the end: the reads do not show a signed order form, a held value review, the usage figures sent, a PO number or payment.

Support, October and November: Lynne Featherstone reported duplicate commissioner contacts on 16 Oct 2025, closed 3 Nov 2025. Kayleigh Pounder asked on 5 Nov 2025 how to add a new home, solved on 7 Nov 2025.

Marketing: Alice Brewer invited Lynne to the 16 Oct 2025 webinar and asked her to speak about B-Viz. The thread shows no reply.

Renewal: On 28 Nov 2025 Marcus Bell opened the Growth renewal, with a term end of 28 Feb 2026 and a value of £44k on BG-Demo's records. Finance Director Trevor Bulmer wants to keep Growth but needs usage figures before the CFO. Tom Ashdown takes the commercial side.

Billing: On 10 Nov 2025 Lynne queried an invoice that differed from what was agreed. Support passed it to billing, and the ticket closed on 8 Dec 2025. The agreed figure is not shown.

Data freshness: On 9 Dec 2025 Kayleigh raised an urgent stale care quality dashboard needed for a board pack. It was linked to a customer schema change and closed on 19 Dec 2025. On 10 Dec 2025 she confirmed missing records looked right.

The 29 Dec 2025 call: Lynne said fee invoice data had been stale for a fortnight, managers had stopped opening B-Viz, and Tom had been quiet.

Open at the end: No fix date for the invoice export problem. Tom's call was promised before the end of January. The usage figures for Trevor and the billing outcome are unconfirmed.

Support: On 8 Jul 2025 Kayleigh Pounder could see only group fee totals, not per-home invoices. Connor Webb pointed her to the invoices option on each home's page, and the ticket closed on 15 Jul 2025.

People: On 15 Jul 2025 she needed a new deputy manager limited to one home's contacts. Olivia Grant explained that home access is set on the user's profile, and the ticket closed on 1 Aug 2025. The read notes this may point to more user seats as the group grows.

Complaint: On 10 Sep 2025 fee invoices showed twice for two homes after an update, so dashboard totals were wrong and the finance team noticed. Connor reproduced it, linked it to an import that ran twice against one billing batch, and passed it to Jake Fennell. The ticket closed on 23 Sep 2025.

Support: On 17 Sep 2025 Kayleigh asked how to export one home's family contacts for an inspection pack. Connor pointed to the export under the contacts tab, and the ticket closed on 28 Sep 2025.

Open at the end: The reads do not show whether the invoice and access fixes worked for the customer. The internal note on the duplicate asked to hold the customer reply until engineering had looked, and the reads do not show when the customer was told the cause or fix. The tier is not given, so no response-time miss is judged.

Payment: On 9 Apr 2025 Rachel Dunmore chased Janet Readman for invoice INV-247-0003, issued 17 Feb 2025 for £44k net and due 19 Mar 2025. An earlier reminder had gone unanswered, and the thread shows no reply.

Check-in: On 28 Apr 2025 Marcus Bell showed Lynne Featherstone usage that was lower than she expected, which she put down to leave, two managers moving homes and high staff turnover. Commissioner content is used more than she expected.

Price: Lynne said her boss Trevor will ask what the renewal costs and she believes it is forty-four thousand a year. Marcus said the record holds that figure but Tom must confirm it.

Support: On 9 May 2025 Kayleigh Pounder asked how to export one home's family contact list for a quality audit. Bethan Lister pointed to the home page export and promised to confirm the steps; the ticket closed on 7 Jun 2025.

Relationship: On 6 Jun 2025 Sofia Marchetti invited Lynne to the London Customer Day on 12 Jun 2025. No response is shown.

Open at the end: The evidence does not show whether Tom contacted Lynne, whether the invoice was paid, whether the export steps were confirmed, or whether Lynne attended. Marcus still owed a refresher for newer homes before the autumn.

Usage: On 9 Jan 2025 Sofia Marchetti invited Kayleigh Pounder to the 16 Jan 2025 webinar, noting quieter usage. No customer reply is in the thread.

Renewal call: On 13 Jan 2025 Trevor Bulmer, Finance Director, said he cannot justify the same spend for half the use. He asked whether the CRM figure (forty-four thousand) or the invoiced one (forty-one thousand eight hundred) is right.

People: Tom Ashdown gave no figure and promised a written breakdown. Trevor asked for material to be sent to him directly, not through Lynne, and refused to pay for training.

Support: On 21 Jan 2025 Kayleigh complained that incidents appeared under the wrong home, closed 10 Feb 2025 with no root cause shown. On 14 Feb 2025 the family contact connector stopped loading new records, closed 24 Feb 2025 with no cause shown.

Renewal paper: On 31 Jan 2025 Tom sent the Growth renewal order form for 40 users at £44k. Trevor said the figure seems right but wanted the final draft and PO reference before signature; the term ended 28 Feb 2025.

Billing: Rachel Dunmore issued invoice INV-247-0003 on 17 Feb 2025 (£44k net, £53k gross, due 19 Mar 2025). She chased on 26 Mar 2025 with no reply.

Open at the end: The signed order form is not shown, the invoice was unpaid and the PO unconfirmed. The usage fall and the price challenge were unresolved.

Support: On 8 Oct 2024 fee answers lagged the source system because the fee invoice connector was skipped after a customer-side schema change. The ticket was solved 15 Oct 2024; first response took 94 minutes.

Support: Kayleigh Pounder asked on 17 Oct 2024 for a monthly PDF dashboard export for the operations director's board pack. On 30 Oct 2024 she queried an additional users line on the monthly invoice, which finance confirmed.

Support: On 14 Nov 2024 a new quality team user was added, with room under the licence. On 25 Nov 2024 a duplicate care home record appeared in search after a CRM rename; the ticket was closed 3 Dec 2024.

Renewal: On 29 Nov 2024 Marcus Bell gave Trevor Bulmer, the Finance Director, renewal notice for 28 Feb 2025 at a recorded value of £44k. Trevor did not accept the figure and wants Janet Readman to check it against current payments, with Tom Ashdown copied in.

Adoption: On the 31 Dec 2024 call, Marcus showed Lynne that active users were about a third lower and questions asked had fallen, with the same few people asking. Lynne said she had not pushed it since the autumn and managers went back to spreadsheets.

Open at the end: The renewal figure is unchecked against the order form. The refresher is unconfirmed, with a January slot held. The evidence does not show the re-sync or the duplicate merge was confirmed.

Support: On 11 Jul 2024 Kayleigh asked how to export one home's fee invoices. Bethan gave the steps, the ticket was solved 24 Jul 2024, and Kayleigh will repeat the export monthly.

Security: On 15 Jul 2024 a departed admin's login still showed as active. First response took 642 minutes on a low priority ticket, and it was solved 6 Aug 2024 with full removal at Kayleigh's request.

Data quality: On 8 Aug 2024 two home pages showed contacts from other homes after an overnight refresh. Bethan found a duplicate commissioner record matched on name and rebuilt the join, with a first response of 44 minutes on an urgent ticket. It was solved 9 Aug 2024.

Connector: On 16 Sep 2024 incident records stopped loading after the customer's IT team changed a folder name, while the connector still showed as connected. Kayleigh reported an export file not found error, and the ticket was solved 19 Sep 2024.

Open at the end: Ewan Pryce had yet to decide whether the join rule changes platform-wide. The evidence does not show whether the connector folder path was updated, or whether the leaver's removal was checked afterwards.

Payment: On 8 Apr 2024 Nell Ashcombe chased Janet Readman about an invoice dated 1 Mar 2024 for £50k including VAT, due 31 Mar 2024. The thread holds no customer reply and does not show whether it was paid.

Onboarding: On 9 Apr 2024 Callie Brennan met Kayleigh Pounder, with four connectors planned for the first month and email deferred. Open items were the call recorder login, admin cover and about a dozen homes with mismatched codes.

First refresh: On 23 Apr 2024 the first refresh ran live with Lynne Featherstone and Kayleigh. Incidents looked right, but fees looked low because two homes had old codes; Callie promised a fix that night.

Adoption: On 1 May 2024 Lynne said managers now use B-Viz for family calls and fee invoices. A training day was requested the same day, and on 7 May 2024 Lynne called the per-home view what operations had been asking for.

Support: Four tickets were solved. A new manager saw no family contacts (2 Apr 2024), a home manager was locked out before fee runs (24 Apr 2024), and the incidents connector stopped after a system update (3 May 2024). Kayleigh fixed the last by changing the login. Neither of the first two shows its cause.

Open at the end: A request on 25 Jun 2024 for a per-home family contacts filter was logged with the product team, with no timeline. The training date, the email mailboxes and the invoice payment were not settled in the reads.

Negotiation: On 25 Jan 2024 Trevor Bulmer wanted subscription and implementation shown separately, plus discount, payment terms and service levels in writing, on a £54k Growth proposal. On 1 Feb 2024 Lynne Featherstone said she needed clearer timing before agreeing a date.

Order form: Tom Ashdown sent the order form on 14 Feb 2024 with a total of £54k. On 16 Feb 2024 Trevor accepted the total, and Janet Readman had invoicing schedule questions; the thread does not show signature.

Invoices: Nell Ashcombe sent an invoice for £14k gross on 19 Feb 2024, due 20 Mar 2024. A second, for £50k gross, followed on 1 Mar 2024, due 31 Mar 2024; neither thread has a customer reply or shows payment.

Onboarding: At the 6 Mar 2024 kickoff the term was confirmed as 1 Mar 2024 to 28 Feb 2025 with forty seats, and accounting credentials were outstanding. On 12 Mar 2024 incident type was left open because two codes mean the same thing, and no second admin was named.

Problem: On 26 Mar 2024 Lynne said incident records had stopped for two homes after a care system update and managers had stopped using B-Viz. Finance also questioned the fee view against payments, and no fix date was given.

Open at the end: The remap and test refresh, the fee view check against invoices, the second admin and the discount figure. A ticket on fee invoices showing no home was opened on 26 Mar 2024 and closed on 8 Apr 2024.

Discovery: On 27 Oct 2023 Lynne asked for sample data, saying Trevor would want the fee side first. The 6 Nov 2023 discovery call covered eighteen homes, manual fee reconciliation and scattered family and commissioner contact.

Price: On 7 Nov 2023 Tom Ashdown sent the Growth proposal at £54k. Trevor Bulmer, Finance Director, said it was more than they had pencilled in and wants to see how fee invoices pay back.

Demos: On 4 Dec 2023 Lynne watched a demo and asked for a security pack, access detail and a sample on her own data. On 5 Dec 2023 she asked how fee invoices are kept separate per home and deferred a session with Kayleigh Pounder.

People: On 13 Dec 2023 Kayleigh, who would own the systems side, joined the Growth demo. She wants access tighter than the default, does not want to pay per head for occasional viewers, and asked how B-Viz copes when systems change.

Proposal: On 27 Dec 2023 Tom walked Lynne through the Growth proposal at £54k. Signing is aimed for 26 Jan 2024, and Lynne wants it live before the spring intake.

Open at the end: IT sign-off on access, a written price breakdown and the commissioner data answer were open. Kayleigh's list of systems was owed, the thread does not show it arriving, and the finance director had not joined a call.