Activity Tracker · Week commencing 9 October 2026

Where the week went

Only work the evidence attributes to me — swept from my own sessions across every project, and measured against the Big Three for July–September.

Prompts
218
Files (mine)
68
Projects
29
Activities
43

Master task list

4 risks · 3 decisions · 68 mine · 16 waiting

Read straight from the master list, so this always matches it. Supervision is not shown because it is not my work.

Always in view (awareness only, not a work project)

  • Complaint rate at 0.13%, over the 0.1% ceiling (read 29 Sept). Keep this in every brief until it is back under. Re-check before any qualified-list send; the October CPD promo (19 Oct) depends on it.Email ops (awareness only) · Support & Tech Operations · since 29 Sept

Hard deadlines and risks

  • Supervisor directory billing — seven members need a decision before their renewal dates. The platform has fixed the duplicate-charge fault: all 27 members now have exactly one annual subscription and 124 stray pending ones were cancelled. 🚨 The old instruction to stop extra invoices is now REVERSED — the next two renewals (16 and 28 Oct) are legitimate and must be left alone. ⚠️ Seven members now have a subscription but their profile is still on the free plan, so they'd be billed while displaying as free. Decide per person: if they should be on the paid plan, change it in their profile; if any should not be paying, tell the platform BEFORE their renewal date.Supervisor directory · Financial Records & Reporting · from 12 Oct
  • Security item — detail kept off the public page; see the private task list.Admin (the “New practice-management product ready to launch” goal) · Outside the Big Three · since 21 Sept
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · since 21 Sept
  • Dunning and pre-dunning sequences in the CRM — now evidenced as a measurable loss. Nothing goes out when a card is about to expire or a payment fails; outstanding since the 26 Aug handover. Recovery of failed payments has fallen every month: 57% → 51% → 48% → 47% (Jun–Sep). Permanent loss over those four months has been measured (figures in the cashflow notes); restoring recovery to the June level is worth a meaningful sum every month. Still estimated at about 30 minutes via product automations and checkout tags, and it covers all three products. Next: build the pre-expiry and failed-payment sequences, then re-measure recovery at the following month-end. Learned 6 Oct, for next round: (a) the checkout's own failed-payment, card-expiring and card-expired emails exist but are ALL SWITCHED OFF (Account Settings, Customer Notifications), a quick win to consider; (b) account-level automations already add CRM tags "start failed payment follow-up", "start expiring card follow-up" and "start card expired follow-up" on those events (check whether any CRM campaign runs off them, which may make dunning a CRM-side build); (c) the product's "upcoming trial end" (7 days before) and "upcoming payment" events are empty, and the checkout page PROMISES "we will email you before that first payment", which nothing sends; (d) failed payments are retried automatically about three times over two weeks, and the "past due" tag is added on each failure and removed on success; (e) only one subscriber is past due right now; (f) emails to the CRM must respect the double opt-in and the confirmed-email rule set by the marketing team.Therapy Lock · Subscription Lifecycle & Retention · outstanding since 26 Aug

Needs my decision

  • Goals housekeeping (five decisions). Close the “September push” goal and the “Student directory launched” goal as delivered; discard or date the “Self-directed course route live” goal; close the “Skills Academy handbook complete” goal as delivered (the Skills Academy handbook was completed 3 Oct); give the “New practice-management product ready to launch” goal a launch date. Also date or discard the “Course brought in line with the 2026 ethical framework” goal and the “Lecture publication process automated” goal. Update 1 Oct sweep: the “Assignment portal live for supervision learners” goal (portal) has no remaining external blocker and could be closed as delivered; new candidate the “Attachment course built” goal (attachment course) needs a date. Update 8 Oct sweep: the “Skills Academy handbook complete” goal is DELIVERED (handbook completed 3 Oct), so close it. the “New practice-management product ready to launch” goal (sixth week), the “Lecture publication process automated” goal (fourth week) and the “Attachment course built” goal (second week) all had activity and still have no date: confirm or discard each. the “Course brought in line with the 2026 ethical framework” goal has a real horizon: the framework takes effect 1 Nov.Activity Tracker · Outside the Big Three · raised weekly since Sept
  • Subscription Lifecycle & Retention vs the launches. Protect Subscription Lifecycle & Retention (40% target, running ~4%) against the portal and new platform, or accept the launches as priority and change the targets. Standing 1:1 item. 2 Oct meeting evidence: the CPD library's evergreen sales are slipping and churn is rising, while the student library launch did well (200+ new users). 8 Oct sweep: Subscription Lifecycle & Retention reached ~16% (double the previous week) on the new platform's cancellation and tag work plus the retention action list; still the eighth week under target.Activity Tracker · Subscription Lifecycle & Retention
  • Open-course entitlement. 110 courses are reachable by any logged-in member. Nothing changed, deliberately; decision still owed.Tech · Subscription Lifecycle & Retention · ~43 days

Mine to do — gone quiet, nobody blocking

  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 9 Oct
  • Settle whether new CSR members are logging in at all. Of 302 who joined in the 30 days to 9 Oct, 82% did nothing — but whether they logged in is unmeasured, and the onboarding rewrite needs different copy depending which it is: drive the first ACTION if they're arriving and stalling, drive the first LOGIN if they never arrive. The data exists in user metadata and needs one database read — our own command-line access now covers it, no support ticket.Tech · Subscription Lifecycle & Retention · from 9 Oct
  • Social media with the social media coordinator: reset to a weekly deployable-assets rhythm (CEO steer 6 Oct). Your role is the coach, not the copywriter: each week across all products, ask what went live, measure it, feed results back into the folders, build more of what works. Build AI systems to write the copy rather than writing it yourself. Immediate fault: the Skills Academy October campaign's Facebook posts and first emails link to the sales page, not the free 30-minute demo lecture; funnel must lead with the free session. Next: check the live posts and links, agree the weekly review with the coordinator, set up the tracker. The campaign owner is on leave, so adjustments are stalled.Social Media · Outside the Big Three (Subscription Lifecycle & Retention adjacent) · from 6 Oct
  • Handbook email opt-ins on the product pages (from the 7 Oct meeting with the managing director and the social coordinator). The handbooks are not on the CPD, Skills Academy or student library pages, so no emails are captured. I take this on, with the coordinator on the opt-in tool. CPD page first, live by Thu 15 Oct, so the fourth run-up post can point to it. Concern to test: a library handbook may not be valuable enough to trade an email for, so pilot it.Social Media · Subscription Lifecycle & Retention · due 15 Oct
  • CPD run-up (before the 19 Oct launch): posts and a full campaign view for the managing director by Mon 12 Oct. Four run-up posts from 9 Oct: first goes to a free podcast episode, fourth to the handbook opt-in. She wants to see the social posts, email dates and calls to action together at least a week ahead, from now on, for every campaign. The sales lead is on leave, so pull the previous CPD campaign copy by hand. Still open: a free lecture as the call to action that people do not already get after joining the list.Social Media · Subscription Lifecycle & Retention · from 7 Oct
  • Page and Instagram insights now in the what-works sheet (8 Oct). Check whether the scheduling tool records who scheduled each post. 45 of 51 Page posts in the last 28 days went out through the scheduling tool, so Facebook cannot credit a writer. The team engagement workbook (Drive, built in a browser session) holds the post-level figures; person-level comparisons are deliberately kept out of the shared project files. Next: ask whether the scheduling tool keeps a scheduler record, and export the missing earlier rows if needed.Social Media · Outside the Big Three · from 8 Oct
  • Thursday 8 Oct 10:00 meeting with the social coordinator: bring the structure and the week's work. Post purposes (awareness, run-up, alignment), the monthly awareness slots, the run-up posts and the opt-in task. Weekly Thursday meetings are for this process only; mentoring and AI training go in separate sessions.Social Media · Outside the Big Three · from 7 Oct
  • Social cadence calendar (Oct–Dec) built 7 Oct and updated after the 7 Oct meeting: settle the open questions. Saved in `Social Media/Calendars/` with the what-works sheet in `Social Media/resources/`. Questions: whether the cancellation covers the December push and the free-session campaign, CPD start date (17th or 19th), December quiet period for supervision, OLTC December dates, clinical will date, addiction bundle link, who unschedules posts.Social Media · Outside the Big Three · from 7 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 6 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from Oct
  • Supervisor directory: finish the billing clean-up. The underlying fault is fixed by the platform (12 Oct). Remaining on our side: the refunds, the open card-provider cases (the deadline is short) and marking the refunds against the matching invoices. Full detail and amounts are in the Supervisor-Directory-Billing project folder. ⚠️ One interaction to watch: if every charge to either affected member ends up reversed, tell the platform so they move the renewal date back.Supervisor directory · Financial Records & Reporting · from 6 Oct
  • New enquiry (specialist therapist): decide podcast or lecture, and get her email address. Recommended by a PR contact via the support desk, pitched for a podcast episode, though her subject is a genuine gap in the CPD catalogue so a lecture may also fit. Card created in Backlog with her one sheet details. No email address on the one sheet, so retrieve it from the support thread before any outreach.Lecture outreach · Outside the Big Three · from 5 Oct
  • Second guest lecturer: tidy the CRM record, carefully. Both onboarding emails sent 5 Oct, but his whole journey was manual and no tags were ever applied. Do NOT apply the verified or agreement-approved tags, as both would re-send emails he has already had. Apply only the presenter tag, which gives him sample lecture access he has not had, and fill in topic, fee and recording date. Remove any leftover prospect tags.Lecture outreach · Support & Tech Operations · from 5 Oct
  • Lecture outreach: no safe way to record a manually onboarded lecturer in the CRM. Tags are automation triggers, so a lecturer onboarded by hand ends up with no tags, no custom fields and nothing for reporting or later merge fields to use. Surfaced by the November recording. The workflow master already lists the missing booking-tool and form integrations as gaps. Needs a way to mark someone onboarded without firing the email sequences.Lecture outreach · Support & Tech Operations · from 5 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 5 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 5 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 5 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 5 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 1 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 1 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 1 Oct
  • A certificate course that issues no certificate. One multi-module course on the CPD library has modules and a quiz but no certificate attached, so anyone completing it gets nothing. Every other course has one.Tech · Subscription Lifecycle & Retention · found 28 Sept
  • Lecture metric is counting five courses as lectures. The exclusion list names 12 formal courses; structurally there are 17. Five multi-module courses with quizzes and certificates are still in the lecture denominator. Decide in or out, then re-run.Tech · Subscription Lifecycle & Retention · found 28 Sept
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · from 1 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · ~56 days
  • SMS: drop the CRM's automated SMS application and look at alternatives. Decision 2 Oct: no movement on the application (pending review since ~25 Sept, can't be chased), so stop waiting on it. Still blocks the first-login measure and holds up SMS renewal reminders and other key notifications; any alternative needs a way to handle member opt-outs (the same blocker as the WhatsApp group). Next: list the options (a standalone SMS service triggered from the CRM automations, or texts sent via an automation tool, the workaround noted 25 Sept), compare cost, UK sender registration and opt-out handling, and pick one. Leave the old application to lapse; no need to withdraw it.Tech · Subscription Lifecycle & Retention · decided 2 Oct (was waiting ~41 days)
  • Member-initiated membership swap. Specified, nothing built. Direct retention lever.Tech · Subscription Lifecycle & Retention · ~55 days
  • "What's New" page embed strategy. Member improvements logged since mid-Aug are invisible to members. (Now also linked to the CSR dashboard redesign line.)Tech · Subscription Lifecycle & Retention · ~55 days
  • New-member first-login task. Serves the first-login retention measure (>95%).Tech · Subscription Lifecycle & Retention · ~42 days
  • Marking worked examples and marksheet population. Files changed 23 Sept without a session of mine, so confirm whether someone else moved it before chasing.Assignment Portal · Outside the Big Three · open since 10 Aug
  • Finalise the portal tutor guide. The 14 Sept draft is behind the build: the digest, "Mark by" column, release rules, moderator uphold sheet, anonymised mark sheets and tutorial link have all changed. Also decide whether the portal or the academic team handles an upheld final-attempt refer; the guide says the team does, but the build moderates and releases it like any other refer. Revised draft written 30 Sept at `Academic Administration/Reference/Assignment Portal - Tutor Guide.md`; old versions deleted. Next: clear the [VERIFY]/[DECISION] markers (confirm the 24 and 28 Sept builds are published, run one upheld third-refer test, decide the final-attempt approach), then send to the head tutor and the test assessor.Assignment Portal · Support & Tech Operations · from 30 Sept
  • Design the support workflow for the platform, then re-put the widget question. Decision 30 Sept: do NOT embed the help widget yet. The operations lead objected on two grounds — client information entering a third-party support platform, and clutter in the app — and wanted the ticketing route and the escalation path to development settled first. The developer is holding support himself until the end of this week, which is the real deadline on this. Next: write the workflow (who receives, who triages, what escalates to development and how), then bring the widget back as a yes/no against it. Eleven help articles are already live and unreferenced from inside the app. 2 Oct meeting: after the dunning and cancellation tagging are done, I take on initial support handling (ticketing set up in the helpdesk) before wider demo programmes; support tiers are restructured only after that. The developer's own cover is the stopgap until then.Therapy Lock · Support & Tech Operations · from 30 Sept
  • Tidy-ups after the tag fixes. (a) Delete the TL Test contact (it holds the enrolled and confirmed-email tags). (b) Decide whether to build or retire the "churned" and "trial expired" tags (nobody holds them; the CRM derivations were never built). (c) The 2022 "TL Member" tag starts a PUBLISHED automation, "TL Onboarding": never apply it by hand; decide whether to retire the automation.Therapy Lock · Subscription Lifecycle & Retention · from 6 Oct
  • Decide the new public TherapyLock prices (with the team) before the formal push. Proposed 7 Oct: a rise on both plans (figures in the Therapy Lock project folder). Sign-ups are steady with no marketing, and trial-to-paid conversion is high. Early adopters keep their price while they stay subscribed. WHEN DECIDED: create NEW prices on the same product (our tag automations carry over); NEVER edit the two existing prices, or early adopters' subscriptions could change; add the plan tags again on the new checkout items; consider a CRM tag for "early-adopter price" on current members before the change; leave the CPD and student pushes clear (the list is already being hit hard in Sept and Oct).Therapy Lock · Subscription Lifecycle & Retention · from 7 Oct
  • Plan swaps leave the old plan tag on the member. Two people already affected. Fix needs the two plans in separate checkout options so each can have its own swap-from and swap-to tag actions (a live structure change, approval first); wait for the app owner's answer on how the public price is set up before touching the product.Therapy Lock · Subscription Lifecycle & Retention · from 6 Oct
  • Accounts out of sync between checkout, app and CRM: PARKED 6 Oct, revisit how to manage them. 11 of 160 subscribers (6 paying) have no matching CRM contact under their checkout email, about 7% of sign-ups and still happening; five paying members exist in the CRM under different personal emails with no lifecycle tags. App and checkout agree, so access is fine; the gap is CRM-driven emails. Not diagnosed. When revisited: read the checkout automation log for one purchase (one recent purchase, the contact-sync step), raise a support request with examples if needed, and settle how to detect and repair out-of-sync accounts. Also 81 failed automation runs in 30 days account-wide (causes unread) and 3 CRM contacts holding "enrolled" with no subscription. Detail in the reconciliation file.Therapy Lock · Support & Tech Operations · parked 6 Oct
  • Double opt-in for new TherapyLock members: LIVE 6 Oct 1:17pm and TESTED end to end (test contact received the email, confirmed, goal reached, confirmed-email tag applied). Handoff for Claude in Chrome written 6 Oct (saved in the project folder). Phase 1 DONE 6 Oct (CRM has a built-in email-confirmation block and goal; a half-built draft "TherapyLock New member TEST" exists; no confirmed-email tag yet; nothing in the CRM stops marketing to unconfirmed people, so every marketing send must be filtered to confirmed). Sender set 6 Oct: from-name Counselling Tutor, support@counsellingtutor.com (matches the checkout's receipts). Draft RENAMED "TherapyLock Confirm email" and the new confirmed-email tag CREATED (id 12845, 6 Oct); trigger, copy, sender, reminder and tag step still to build; nothing published. Findings: the CRM's confirmation block is locked, allows at most 2 confirmation emails per contact in 30 days, so ONE reminder (day 3) not two; its goal cannot apply a tag, so a step after the goal applies the confirmed-email tag; already-confirmed contacts skip the block automatically; the "Re-optin" form automation does not overlap. Built so far (6 Oct, all draft): trigger = enrolled applied; first confirmation email saved (sender Counselling Tutor Support Team; the CRM locks the link wording, "Yes, I want to receive emails"); confirm-email goal; tag step. The day-3 reminder built inside the same automation could not be wired (the first block has no outgoing connection), so the decision is to remove it from this automation, finish and test the main flow, and add the reminder LATER as a separate small automation (trigger enrolled, wait 3 days, confirmation block). Next: finish wiring (goal then tag step), test contact, publish only on my say-so. Remember the standing rule: every marketing send must be filtered to confirmed contacts. FINDING 6 Oct: checkout sign-ups arrive in the CRM as UNCONFIRMED, which the CRM treats as permission to send marketing is ON, although the checkout form has no marketing-consent tick box; so marketing is allowed by default to unconfirmed members unless every send is filtered to confirmed status. Test contact to be set to unconfirmed to mirror real sign-ups. Rule: service emails (receipts, the promised pre-payment email, payment problems, cancellation) must never depend on confirmation; existing members are not asked. Still to do: (1) watch the first few real sign-ups to confirm each gets the email (the 136 existing members were deliberately NOT added; the CRM asks "Add contacts?" at publish: always answer "Don't add contacts"); (2) day-3 reminder as a SEPARATE small automation (trigger enrolled, wait 3 days, confirmation block); (3) marketing sends should be filtered to confirmed contacts (the marketing team's job, per my decision 6 Oct); note the CRM treats checkout sign-ups as marketable-unconfirmed by default.Therapy Lock · Support & Tech Operations · from 6 Oct
  • Ledger: confirm September payroll journal posted. Expected from the bookkeeper 4–9 Oct. Check after 9 Oct and chase if absent.Ledger · Financial Records & Reporting · due ~9 Oct
  • Ledger: record the two supplier invoices that have been paid. Both were paid (confirmed 3 Oct) but the ledger hasn't been updated, so they still show as overdue. Next: mark them paid or match them to the payments, so the overdue list and the cashflow figures are right.Ledger · Financial Records & Reporting · from 2 Oct
  • Ledger: unmatched receipt (28 Sep). Not yet coded in the ledger — sitting unmatched in the bank feed. Ask the bookkeeper to identify the payee and code it.Ledger · Financial Records & Reporting · from 2 Oct
  • Monitor the AI email agent for 1–2 weeks (live 28 Sept). Watch accuracy and feed corrections into the knowledge base; the pre-launch test gave a wrong replay time for live lectures, so check that fix.Support · Support & Tech Operations · to ~12 Oct
  • AI email agent: instructions applied 3 Oct; watch the daily audit instead of re-running tests. The agent is answering again (audit 2 Oct: 5 replies in 24h). Final custom instructions (with the NO CIRCLES paragraph and the handbook rule) were pasted in on 3 Oct; the Test page is not being re-run, so judge them from real tickets. Next: run `execution/freshdesk_ai_agent_audit.py --days 1` on 4 Oct and check: no replies telling people to email the support or login addresses, no replies to sales pitches, handbook answers use the real address, and welcome-email problems are handed over. Still open: whether to keep the generic "usually within 24 hours" acknowledgement.Support · Support & Tech Operations · found 1 Oct
  • AI email agent: take the 46 welcome and campaign replies off the human queue. The 7 Oct review of tickets the support colleague answered found 46 welcome-email and campaign replies a person still handles; business context was updated 7 Oct and test queries written for the re-run on 8 Oct. Next: run the test queries, then add handling for those replies one rule at a time and watch the audit.Support · Support & Tech Operations · from 7 Oct
  • Security item — detail kept off the public page; see the private task list.Therapy Lock · Support & Tech Operations · from 6 Oct
  • Check the unpublished intake packs article is not linked from an email. The standalone article was set to draft on 7 Oct, so its public address now gives a page-not-found. Articles and canned responses were checked and are clear, but the automated ticket email templates and the CRM emails cannot be searched from here. Next: look through them for the old address (the old article address, noted in the support project). Decided 7 Oct: the combined calendar, text and intake article stays exactly as published, and the standalone stays in draft, so the extra details it had (55MB file limit, zip and iPhone photo files, how to open the templates panel) are not live anywhere.Therapy Lock · Support & Tech Operations · from 7 Oct
  • Restarting supervision student: send the drafted reply and the message to the academic team. Question: when must she submit her 20 practice hours after restarting in August 2026? Four questions for the academic team: which final live session date counts, whether pre-restart hours count, how the session 6 rule applies, and her Fitness-to-Practice letter. Once answered, add the restarter rule to the help articles.Support · Support & Tech Operations · from 5 Oct
  • Free clinical will checklist: reply to the customer who did not receive it, and write a help article. The checklist is the free download offered to BACP practitioners from the clinical wills article, not a platform feature, and the AI agent wrongly pointed the customer to the platform's help article. Next: send her the checklist, find where the PDF is hosted, write a short "I haven't received the checklist" article with the direct address as visible text.Support · Support & Tech Operations · found 2 Oct
  • Reopen and answer the three requests the deliverability rule closed unread (three tickets). The rule was fixed 5 Oct (eight more exclusion words: download, pdf, looking for, but not, not received, did not receive, t get, t believe), so no more should be lost; these three still need their files sent.Support · Support & Tech Operations · found 5 Oct
  • CSR onboarding: run the login query — it decides which campaign we write. Behavioural data for the 30 days to 9 Oct: 302 new members, 54 started a course (18%), 32 certificates (11%). Engagers act with a median of ZERO days — the window is 48 hours, not a month. The blocker: two figures in circulation cannot both be right. The 88% login rate and the 18% course-start rate describe different bottlenecks. If 88% holds, ~212 of those members logged in and then did nothing, which makes this week's login gate hygiene rather than the fix. One database read via hosting access settles it, and it decides whether the sequence drives the first LOGIN or the first ACTION — different sequences, so no copy gets written until it is answered. Then: rebuild the schedule around 48 hours. The gate and the no-strandings fallback built 8-9 Oct are structurally right and stay; the day 3 / day 6 / day 8 timings and the proposed 21-day sequence all land after the decision is made. And the rewrite has to change the ask, not just the timing — the old campaign was already mailing people throughout that window and 82% still did nothing. Track on the 14-day certificate rate (CSR 23% vs CPD 8%), not the 11%. ⚠️ Sign-ups down 27% YoY, so gains land on a shrinking intake — worth asking whether intake is now the bigger problem. ⚠️ The 82% means 'did not start a course', not 'never used the library' — do not let it get quoted as the latter. CEO brief written as a doc and updated with all of this; still needs sharing before she can open it.Tech · Subscription Lifecycle & Retention · from 25 Sept
  • Attachment Course build — framework DONE, now the content. Of the two tasks assigned at the 2 Oct meeting, (1) the course framework is built (8 Oct, from the scheme of work): nine modules, 28 topics, seven module assessments and the course-level self-declaration that releases the certificate, modelled on the autism certificate. It sits in draft and is invisible to anyone not logged in. (2) Module 1's four topic slides are formatted and proofread (8 Oct) — module 2's five remain, after which the lecturer can start recording. Also still needed on the build: quiz questions for modules 3–6 (those four assessments are empty), a title for module 4's third topic, module 8's topics, and all the topic bodies, videos and handouts. Three things must be done by hand before it can publish: the certificate (the integration can only attach one, not create it), a course category plus cover image — both required or it won't show on the member dashboard — and the access grant. Full record in project memory.Academics · Outside the Big Three · from 25 Sept
  • New guest lecturer (perinatal): awaiting agreement acceptance, then send slide guide and producer booking link. Licence agreement sent 29 Sept; reply awaited. Slides due late Nov/early Dec, recording around year end. Reference slide pack already sent.Lecture outreach · Outside the Big Three · from 29 Sept
  • Library lecture on the BACP framework update. From the 28 Sept academic meeting; framework takes effect 1 Nov.Academics · Subscription Lifecycle & Retention · from 28 Sept
  • Memberships are flagged non-taxable in the checkout, so no invoice shows VAT. Every automated invoice has gone out with no VAT line and no VAT number, so no customer can self-serve a VAT receipt and each request has to be answered by hand. Next: confirm the treatment with the accountant — including how business customers and any non-UK sales are handled, since the written advice on file is from 2017 and flags twice that the rules changed in 2021 — then fix the product tax flag so future invoices carry VAT automatically.Cashflow · Financial Records & Reporting · found 30 Sept
  • Reissue the April 2026 BACS receipt — it shows 0% VAT. Written before the VAT treatment was confirmed, so it carries no VAT line and no VAT number. On the treatment confirmed 30 Sept it should show the VAT line and the VAT number. Next: regenerate from the corrected template and resend if the customer still needs it; check whether any other receipts were issued outside the system on the same basis.Cashflow · Financial Records & Reporting · found 30 Sept
  • CSR library: reintroduce the monthly newsletter. Identified as the primary root cause of drop-off: members aren't discovering new content, so they disengage. The end-of-September launch target has passed. Next: decide the format and cadence, build the first issue from what was added to the library this month, and set a send date. Different from the "What's New" page, which is about product improvements.Tech · Subscription Lifecycle & Retention · target end Sept, now overdue
  • CSR library: revitalise the Counsellor in Practice Facebook group. 1.8k existing members. Plan regular new-content posts that re-engage the group and drive members back to the library. Next: set a posting rhythm and write the first four weeks of posts.Marketing · Subscription Lifecycle & Retention · from 1 Oct
  • CSR library: portal dashboard redesign. UI and UX changes that make content discovery easier once members log in, reducing the friction between logging in and finding something to engage with. Next: scope it with the developer, and decide whether it absorbs the "What's New" embed.Tech · Subscription Lifecycle & Retention · from 1 Oct
  • Course intake dates article: confirm the 29 December entry. The 1 Oct monthly review removed the September Tuesday cohort and published the January 2027 dates from the tutors' rota, but the 29 December entry was left as it was because you weren't sure of it. Decide whether it stays, then update the article.Support · Support & Tech Operations · from 1 Oct
  • Audit the customer auto-renewal notifications after the cancellation complaints. Raised at the 2 Oct meeting. Check what customers are told before a renewal, and whether the wording or timing prompts cancellations; it sits next to the pre-dunning sequence.Tech · Subscription Lifecycle & Retention · from 2 Oct
  • Neurodiversity and Christmas article: brief the content manager to run the survey. The article is approved. A survey email was forwarded at the 2 Oct meeting for the content manager to run on Facebook. Next: forward it with a short brief.PR · Outside the Big Three · from 2 Oct
  • PR survey reminder post: send Wednesday 14 Oct. Survey is live on Facebook + the alumni groups; post the short reminder (section 3 of the survey post-copy file in the PR project folder) to bump responses before it closes Fri 16 Oct.PR · Outside the Big Three · due Wed 14 Oct
  • PR survey: pull and analyse results after it closes (16 Oct). Export from the survey tool, build the SPSS/Excel coding frame, and summarise for the journalist and the consultant. The paired Millennial-vs-Gen-Z design allows within-respondent comparisons.PR · Outside the Big Three · from ~17 Oct
  • Press kit on the website: confirm it went live as a downloadable PDF linked from the footer. Committed 10 Sept to brief the designer to review the press kit and add it; not since confirmed. Next: verify it's done, or chase.PR · Outside the Big Three · from 10 Sept
  • Send the content manager the next handbook (online and telephone counselling). Agreed at the 1 Oct handbook meeting as the follow-on to the Skills Academy handbook. Send the meeting summary with it if that hasn't gone yet.Skills Academy · Outside the Big Three · from 3 Oct
  • Hosting provider still billing after account closure — refund requested. Account recorded as closed end of July; it has charged every month since (three charges). Support request raised 3 Oct. Next: chase if no credit within two weeks, and confirm the billing has actually stopped before the next cycle.Cashflow · Financial Records & Reporting · from 3 Oct
  • One subscription on the fixed-expenses sheet cannot be found in the bank data at all. Everything else unaccounted for turned out to be an October renewal. This one has no payments on record and its status is unknown — confirm whether it is still running or has lapsed.Cashflow · Financial Records & Reporting · found 9 Oct
  • PR freelancer engagement ends after one more invoice — confirm it stops. Two payments so far (Sept and Oct). Deliberately kept OUT of the fixed-expense run rate because it is ending; if a fourth invoice appears, it is recurring after all and the run rate needs revising upward (figures in the cashflow notes).Cashflow · Financial Records & Reporting · from 9 Oct

Waiting on someone else

  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · waiting since Aug, call 14 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · sent 9 Oct
  • Case study: reply from the standout new member. Invited 9 Oct. He joined the student library in mid-September and has worked through more than forty lectures since — by far the most of the autumn intake, and a genuine pattern rather than a data fault. Asked for a short case study, either questions by email or a fifteen-minute call, with copy approval. ⭐ Whatever he says, ask how he found us — that's the commercially useful part and it fits naturally in a case study.Tech · Subscription Lifecycle & Retention · invited 9 Oct
  • PR style guide: consultant writing the remaining sections. Gap list emailed and the drafted CT voice & tone Word doc uploaded to the shared Drive (7–8 Oct); nothing outstanding on my side. Waiting on the consultant to write the missing sections and fold in the voice & tone doc.PR · Outside the Big Three · with consultant since 7 Oct
  • Student directory press release: with the consultant to draft. Go-ahead sent 7 Oct (release ~6 Jan to training providers + individual tutors; Social Care Magazine placement aimed early Dec). ⚠️ Release copy needs CEO sign-off before distribution.PR / Directory · Outside the Big Three · with consultant since 7 Oct
  • Platform help centre: three checks with the developer (asked 6 Oct). (1) Clinical will article: the set-up steps, that an executor need not be a customer, the waiting period and activity log, and whether closing a duplicate account emails the executor (left out). (2) Card-change article: the real wording of the update-card option on the billing page. (3) The combined calendar, text and intake article: confirm the encryption wording (encryption at rest, "encrypted, audited space") matches how the app is built. Update email drafted for sending.Therapy Lock · Support & Tech Operations · asked 6 Oct
  • Second guest lecturer: slides due Mon 19 Oct for a 9 Nov recording. Only two weeks to write, so chase around 14 Oct if nothing has arrived and offer to move the recording rather than let him arrive underprepared. Bio and headshot also awaited via the profile form.Lecture outreach · Outside the Big Three · since 5 Oct
  • Security item — detail kept off the public page; see the private task list.Tech · Support & Tech Operations · reframed 5 Oct
  • Legacy course migration: final-notice email drafted and ready to pass to the partner. Urgency rewrite done 1 Oct, 31 October cutoff date set. The partner sends it to his legacy list directly (GDPR: list stays with him). Once window closes, cancel the legacy hosting (Phase 5).Academic Fulfilment · Support & Tech Operations · since Sept — deadline 31 Oct
  • New platform: the PDF question. Still with the developer. The support-model half of this was answered in the 30 Sept meeting — see "design the support workflow" under Mine to do. Automations and marketing remain paused until the move.Therapy Lock (the “New practice-management product ready to launch” goal) · Support & Tech Operations · since 23–24 Sept
  • CSR library: WhatsApp Business announcement group. One-way group for content announcements. On hold pending a technical solution for handling member opt-outs, the same blocker as SMS (now being solved via the SMS alternatives line under Mine to do).Tech · Subscription Lifecycle & Retention · on hold since 1 Oct
  • Embed the tutorial booking link into the assignment portal. Booking setup for the academic team completed 28 Sept (availability captured for both tutors); the embed itself is held by choice for a short while. Outstanding since 18 Aug, when the support ticket blocked it.Assignment Portal · Outside the Big Three · setup done 28 Sept, embed held
  • Older marking documents review.Assignment Portal · Outside the Big Three · ~23 days
  • Database cleanup scope. Awaiting the developer.Tech · Outside the Big Three
  • Lecture outreach: unblock cards stalling at onboarding. Steps sent to the colleague who needs to act.Lecture outreach (the “Lecture publication process automated” goal) · Outside the Big Three · since 24 Sept
  • PSA Accredited Registers article (idea). A colleague floated a piece on the PSA quality mark / parity across ethical bodies and growing NHS recognition — "why the PSA seal matters, why to display it, what's changing, how it affects you," with a checklist handout. Blocked on the source: podcast 390 (primary source) is not yet recorded. Also needs the host to reach out to a professional-body contact for an on-record voice. Don't start until 390 is recorded; then verify the "Quality Seal of Excellence" name, the register count, and the NHS-recognition wording before drafting.Articles · Outside the Big Three · idea raised 29 Sept

Recently done

  • Supervisor directory duplicate charges — fixed at source — 12 Oct. The platform found that upgrades made between September 2025 and February 2026 with our free-upgrade coupon could fail partway and leave an invisible unfinished subscription behind; each retry left another, and the renewal run bills every one separately. Some members had eleven. All 27 affected members now have exactly one annual subscription and 124 stray ones have been cancelled, so the duplicate charges cannot recur. Upgrades since February were checked and are clean(the correct method is for the member to upgrade from their own account page with the coupon — changing the plan in their profile alone never creates billing)
  • AI agent audit follow-ups from 6 Oct: both wrongly answered customers dealt with and corrected — 12 Oct, as reported by me(the erasure request was actioned 7 Oct; the second customer's answer is now confirmed. The daily audit keeps watching for repeats)
  • Free resource downloads not arriving: sorted — 12 Oct, as reported by me(the three closed-unread requests and the clinical will checklist reply are separate lines and still open unless told otherwise)
  • Skills Academy promotion cancelled and its social posts unscheduled — 12 Oct, as I understand it(worth a glance that the 13:00 post did not go; whether the email side, the free-session campaign and the December push are also held is still open under the cadence calendar line)
  • PR consultant's invoice paid — the payment cleared the bank 7 Oct, matching an invoice received early Oct on 14-day terms, and is recorded in the ledger.Ticked on the bank evidence; if a September invoice is in fact still unpaid, this needs reopening.

Effort against target

Financial Records & Reporting 12%  of 30% target
TARGET 30

Weekly run done on the Friday, the fixed-expenses sheet rebuilt, and the supervisor-directory billing fault closed at source.

Subscription Lifecycle & Retention 16%  of 40% target
TARGET 40

Ninth week under target. The CSR onboarding rework, the behaviour evidence behind it, the first newsletter issue and a case study.

Support & Tech Operations 33%  of 30% target
TARGET 30

Over target for the fifth week running — seven support-side entries and seven on platform and security.

Outside the Big Three 30%  no target

The supervision-portal booking page and fulfilment decision, the lecturer portal, two live events, social media and the directory.

Reactive & admin 9%  no target
Inside the Big Three Outside it Target Counted by activity entries, not hours · attributed work only · 45% ceiling · percentages rounded

Record support volume, and the lowest share needing a person yet — but treat it as a first reading.

The last complete week handled 240 tickets, a record, and 47.9% needed a human — the lowest in the series, below the previous low of 53.9%, and a 28-point drop on the week before. That swing is too large to bank: it is a first reading, these figures have revised upward every week, and the measure is a proxy. But the agent was re-pointed, audited and tuned across the week, so it is the first number that looks like what the work predicted. Verify it in the desk's own AI report before saying so out loud.

Retention is under target for the ninth week. The work this week was the right work — the onboarding rework, the behaviour evidence behind it, the first newsletter and a case study — but the share has not moved.

Short-term goals

The Big Three are standing priorities with no end date. These are the deliverables with an actual deadline. 13 of this week's 44 activities served one — seven on the new platform, three on the student directory, two on lecture outreach and one on the attachment course. One goal is now delivered; four more decisions are waiting.

Assignment portal live for supervision learners

0 activities this week
Specific
The portal handles the full supervision cohort — submission of all four requirements, tutor allocation and reassignment, moderation records, and QA sampling.
Measurable
Learners onboarded and submitting · tutor guide published · moderation and QA sampling live and used at least once · all four requirements carrying document links and guidance.
Deadline
Met on 12 September, and extended since — all three real cohorts are on the portal. No formally agreed end date.
Status
No external blocker left, and none of my own activity this week. Sign-off was completed on 29 September. Remaining: confirm the 24 and 28 Sept builds are published, finalise the tutor guide, and the marking worked examples (open since 10 Aug) The goal could now be closed as delivered.

Candidate goals — confirm or discard

Drawn from the work already done. Each needs a target date and a definition of done.

  • Goal — new practice-management product ready to launch. This week: tag logic fixed and verified, checkout, CRM and app reconciled, cancellation behaviour settled with the app owner and a terms fault in its email fixed, double opt-in built and live, three new help articles and a reorganised help centre, and the checkout's own failed-payment notices mapped. 7 activities — a sixth week with activity and still no date. Confirm what "ready" means and when.
  • Goal — student directory. Launched 18 September. This week: a gap in one feature closed on the platform's supported method, bouncing admin emails fixed, enquiries answered and held listings chased; 114 sign-ups reported from social announcements alone. 3 activities after launch. Close it, or say what remains.
  • Goal — lecture publication process automated. A second guest lecturer onboarded (slides due 19 October for a 9 November recording) and a new presenter enquiry logged; found there is no safe way to record a manually onboarded lecturer in the CRM. 2 activities — a fourth week running with activity and no date. Confirm or discard.
  • Goal — attachment course built. The structure is built as a draft from the scheme of work — nine modules, 28 topics, seven module assessments and the final self-declaration — and the first module's slides are done. 1 activity — a second week. Still needs a date.
  • Goal — Skills Academy handbook complete. Delivered: completed on 3 October ahead of the campaign. Close it.
  • Goal — September push. Campaign has run. Close it as delivered.
  • Goal — self-directed course route live. No date and no activity for weeks. Date it or discard it.
  • Goal — course brought in line with the 2026 ethical framework. No activity of mine. The framework takes effect on 1 November, so this one has a real deadline now three weeks away.

The ask: close the “Assignment portal live for supervision learners” goal, the “September push” goal, the “Skills Academy handbook complete” goal and the “Student directory launched” goal as delivered; date or discard the “Self-directed course route live” goal, the “New practice-management product ready to launch” goal, the “Lecture publication process automated” goal and the “Attachment course built” goal; give the “Course brought in line with the 2026 ethical framework” goal its 1 November date.

What the week actually held

Financial Records & Reporting

5 activities
  • 9 Oct CashflowRan the weekly cashflow — bank export categorised, several mis-coded payees corrected, a freelance arrangement noted as ending, and the director report generated. Done
  • 9 Oct CashflowRebuilt the fixed-expenses sheet — naming standardised, a missing line added, annual payers kept so they reappear at renewal. One line that cannot be found in the bank data is flagged. One line to confirm
  • 13 Oct CashflowDecided on an unused creative subscription — early-termination fee weighed against running to June 2027; cancelled and the payment plan stopped. Check the fee lands
  • 13 Oct CashflowMerged split payee records and corrected a contractor's historic role split, so tutoring and assessing are not filed under one default. Hand back Friday
  • 12–13 Oct Supervisor directory⭐ Closed the duplicate-charge fault. Every affected member fixed at source, the last disputes accepted, remaining mismatches checked and found correct, one case written off. Closed 13 Oct

Subscription Lifecycle & Retention

7 activities
  • 8–9 Oct Onboarding⭐ Reworked the CSR onboarding flow — it now only plays out after a first login, with an eight-weekday safety net closing the hole where people who never logged in got nothing. Timings to rebuild
  • 9 Oct CheckoutsIdentified the live CSR checkout and what drives it — one annual plan's sales came from a campaign, not the public checkout. Pricing tiers stay as they are. Done
  • 9 Oct Tech⭐ Ran the CSR behaviour test, first login to first completion, and handed the finding — members who engage act within days — to the onboarding rewrite. Login rate unmeasured
  • 12–13 Oct Checkout auditAudited the twelve membership checkouts for the tags they add and remove. Tags are only ever added; "cancelling" never clears on resume. Fixes not yet decided
  • 13 Oct New productResearched the checkout platform's dunning options and whether they are set per project or per product, for the failed-payment build. Build next
  • 12 Oct TechDrafted the first library newsletter from the last 30 days of improvements, resources and lectures — the main answer to drop-off. Review and send date
  • 9–14 Oct Platform monitoring⭐ Turned a standout learner into a case study — 48 certificates in three weeks — met them on 14 Oct and re-angled it for onboarding and the newsletter. Awaiting approval

Support & Tech Operations

14 activities
  • 9 Oct SupportLooked for ways to give the AI agent more tickets and wrote the prompt for answering public reviews. Done
  • 12 Oct SupportEstimated how many of last month's tickets the agent could have answered and scoped a WhatsApp support channel. Channel not started
  • 13 Oct SupportAudited the agent — three faults found — held a chase for unanswered tickets deliberately, confirmed the trimmed instructions are live word for word, and pointed the main company address at the support inbox. Re-check audit
  • 13 Oct New productPublished five help-centre fixes from the developer's support log. Live
  • 13 Oct SupportParked the knowledge-base build-out meant to lift agent coverage — the articles all need technical work first. Parked by choice
  • 14 Oct SupportFound the stock acknowledgement misfires on replies to the student welcome email, and scoped those replies as the agent's next load. Build next
  • 9 & 15 Oct SupportFixed the daily agent audit that kept stopping for permission — set to run unattended, then reverted to the original instructions and run by hand once. Confirm tomorrow
  • 9 Oct Tech⭐ Settled how to stop search logging refilling the marketing site — retention set to 30 days rather than code, because a snippet broke the podcast plugin there. Setting applied?
  • 9 Oct Tech⭐ Closed the search-crawl hole on both membership sites — 98% of the traffic was one crawler, so the fix is robots.txt not a rate limit. Rules added, cache purged, re-checked fresh. Marketing site with host
  • 9 Oct Orphan cleanupSet the reason for the orphan purge — data protection, no basis to keep the details — and wrote the retention process and re-check script. List unreviewed
  • 13 Oct DirectoryFixed the directory's email-sending domain after finding the faulty tab in the platform's console. Done
  • 13 Oct DirectoryApplied the platform's recommended fix for the availability widget — backed up first, checked line by line. Done
  • 14 Oct TechHeld the quotation call on moving the password field and wrote the handover file. Quote awaited
  • 15 Oct Academic fulfilmentRewrote the legacy-course final notice as short, urgent one-sentence lines, with 16 days left to 31 Oct. Partner sends it

Outside the Big Three

13 activities
  • 12–14 Oct Assignment portal⭐ Finished and verified the tutorial booking page — found it live at the wrong hours, switched it off, corrected schedules and slot interval; bookings now confirm automatically. Enable, then embed
  • 13 Oct Assignment portalDrafted a note to two tutors deciding how the meeting link is handled, since nobody had agreed it. Held the portal embed until it works. Decision pending
  • 12–13 Oct Supervision fulfilment⭐ Scoped fulfilment against the portal — found the live letter nudge fires with old instructions, and decided the November Saturday cohort is the first to run fully through the portal. Switch the old nudge off
  • 12 Oct Lecturer portal⭐ Recovered the earlier planning and wrote a Phase 1 build starting point, transcribed 14 outreach emails and settled project numbers per lecture. Brief unsigned
  • 13 Oct Lecturer outreachWrote the discovery-call invite with the booking link as a canned response, plus a one-week nudge for people who do not book. Done
  • 12–14 Oct Lecture eventBrought the guest-lecture branding and joining details forward and drafted the announcement for part two on 18 Oct. Confirm details
  • 14 Oct Supervision courseDrafted the clash email on the November Tuesday session, including that the link sits on my account. Done
  • 15 Oct Autism courseWrote and sent the waiting-list invitation for the free live lecture, framed as an exclusive extra. Sent
  • 14 Oct PR projectWrote the survey reminder for the group and alumni versions, for a colleague to post. Closes 16 Oct
  • 15 Oct Social mediaWrote the step-by-step guide to reading the social data and refreshed the what-works sheet, cadence calendar and board. Done
  • 15 Oct Social mediaImported the group insights and brought the tracker up to date. Decisions left for coordinator
  • 13 Oct DirectoryReviewed the outstanding actions and the 22 held members — no login problems reported, forwarding confirmed. Done
  • 13 Oct DirectoryApplied the titles-and-descriptions work to the homepage, join and about pages. Declined the sitemap add-on because it carries a charge. Done

Reactive & admin

4 activities
  • 9 Oct Meeting recordsPulled the actions from the last two weeks of one-to-one meetings. Done
  • 12–15 Oct Task listUpdated the priority board, booked diary blocks against the stated deadlines and republished it. Done
  • 12 Oct Activity trackerHad every shorthand code written out in full, so the report reads without decoding. Done
  • 14 Oct Task listCleared two unclear lines and checked whether an old course migration had been done. Done

Gone quiet

Forty-five open items were found by the automated check and triaged against this week's evidence and the last three weeks'. Eight were already finished, decided or parked, and their markers were corrected rather than reported. These are the ones that genuinely need something.

Nobody is blocking these

needs a decision or a slot in the diary
  • 63 days The right-sized security plan. No hardening step this week. The marketing site still has nine enumerable privileged logins, and the safer route to fix it now exists. Quiet
  • 62 days Member-initiated membership swap. Specified, nothing built. A direct retention lever. Quiet
  • 62 days The "What's New" page embed strategy. The newsletter draft reaches members another way, but the page decision is still open. Quiet
  • 66 days Marking worked examples. Still unconfirmed whether this moved through someone else. Quiet
  • 50 days The open-course entitlement decision. 110 courses are reachable by any logged-in member. The decision is owed. Quiet
  • 49 days New-member first-login task. The onboarding rework moved; this did not. Fold it into the rewrite or drop it. Quiet
  • 34 days Logo corrections for the awarding body. Blocked only on me — each course's recognition level. Quiet
  • 24 days Insurance — financials against the policy's wage limits. Mine to check; no activity. Quiet
  • 17 days Two small faults from the library classification. A course that issues no certificate, and a metric miscounting five courses. Quiet
  • 15 days Support workflow for the practice-management product. The developer's stopgap cover has lapsed and the workflow is not designed. Quiet
  • 15 days VAT treatment on the checkout, and the receipt to reissue. Awaiting the accountant; no invoice carries VAT meanwhile. Quiet

Waiting on other people

needs a chase, not work
  • Call held 14 Oct 🔴 Password-field migration — the provider's quote. Hard external deadline and the highest-consequence item on the list. Chase if nothing by 21 Oct. Chase 21 Oct
  • Closes 31 Oct 🔴 Legacy course migration — the final notice. Rewritten 15 Oct; the partner sends it. Sixteen days left. With partner
  • 1 Nov 🔴 Library lecture on the 2026 counselling framework. Not started, and the list holds two different dates. Confirm which. Not started
  • 19 Oct 🔴 CPD promotion opens. Four days. The complaint rate over the ceiling is still on the always-in-view line. 4 days
  • Since 14 Oct Case study approval. Nothing is used until they sign off. Nudge around 21 Oct. Nudge 21 Oct
  • Due 19 Oct The second guest lecturer's slides. Chase now. Chase now
  • 44 days Older marking documents review. Waiting
  • 29 days The new platform's PDF question. Still with the developer. Waiting
  • 6 days Marketing-site robots.txt. With the host. With host

Two parked or unfinished items carry risk. The course inventory audit contains a course published twice under an identical title — the pattern behind two live member-facing faults. And the marketing site's username exposure remains the one open site of three.

Deliberately parked, no action needed: cybersecurity staff training, the certificate count, save-back messaging, the list smart-score figures, the wider course-inventory audit, and the knowledge-base build-out for agent coverage.

Still open

Carried forward, so they don't quietly disappear.