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AwardedFind a Tender · award

Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

Buyer: London Borough of Hackney →

BuyerLondon Borough of Hackney
StatusAwarded
DeadlineNot published
ValueValue not published
Published11 Sept 2025

What is being bought

The procurement is for Customer Care Services relating to the Council's Shoreditch Parkside residential development. The initial procurement will be for a period of 2 years from practical completion and will include any mobilisation prior to completion of the residential buildings. Shoreditch Parkside is a mixed-use scheme located next to Shoreditch Park in the Hoxton area of Shoreditch in the London Borough of Hackney. The scheme is part of a mixed use development, where Hackney Council is the developer, and pertains to the management of the two 20 and 25 storey towers which will accomodate 290 private and 30 shared ownership occupiers. There is one commercial unit at the ground floor of one of the blocks, which will be retained by the Council. Recovery of Service Charge will be direct with private owners, and through Hackney leaseholder services for the shared ownership homes. The primary role of customer care is to be the customer facing role for the purchasers. The customer care team will assist with the completions processes, undertake key handovers and assist with the move-in process for all residents. They will oversee the management of all Page 2 to 5 snagging and defects in residents' apartments and will manage the rectification of in- apartment defects through communication channels with the principal contractor and any sub-contractors. It is important to have a well-established CRM system to track, manage and report on all customer experience related issues and tasks. This system will be used for client reporting and further monitor the performance of the customer care team against the pre- determined KPIs. Customer Care services for the 51 social rent homes which are also being delivered (as two separate blocks) in this masterplan are not included in this tender, and will be managed by Hackney Council as RSL.

Lot details

Lot 1

No lot description published.

Statuscomplete

Comparable-procurement analytics

No usable CPV category has been published, so a comparable market set cannot yet be built.

Procurement strategy & market signals

Framework agreementNot published
Dynamic purchasing systemNot published
Competitive procurementNot published
Recurring requirementNot published
Procurement method rationaleNot published
Rationale classificationsNot published
Special regimeNot published
Covered byNot published
Submission policyNot published
Selection criteriaNot published
Risk detailsNot published

Planning & early market engagement

BudgetNot published
No-engagement rationaleNot published
Planning documents0
Planning milestones0

No planning milestones published.

Related procurements

No linked framework, prior procurement or reprocurement published.

Awards

Shoreditch Parkside Customer Care

Statuspending
Value£502,978
Contract periodFrom 20 Oct 2025 to 20 Apr 2028

Documents & submission route

No documents are published in the current source record.

Source data inventory

Diagnostic view. “Not published” means this current release does not provide a value.

OCIDocds-h6vhtk-0500e5
Latest release ID055998-2025
Latest release timestampThu Sep 11 2025 20:22:49 GMT+0000 (Coordinated Universal Time)
Sourcefind-a-tender
Official notice URLNot published
Tender statuscomplete
Procurement methodselective
Procurement method detailsCompetitive flexible procedure
Main procurement categoryNot published
Above thresholdNot published
Legal basis2023/54
Tender period: startNot published
Tender period: endNot published
Expression of interest deadlineNot published
Enquiry deadlineNot published
Award period: startNot published
Award period: endNot published
Submission method detailsNot published
Submission languagesNot published
Electronic catalogue policyNot published
Total tender valueNot published
Tender lots in source1
Tender items in source0
Tender documents in source0
Awards in latest release1
Contracts in latest release0
Parties in latest release2

Notice history

DateEventReference
11 Sept 2025award, contract055998-2025
30 May 2025tender028866-2025
10 Apr 2025planning014414-2025

All source data

Unmodified official OCDS data retained by Tenderline for this procurement process.

Complete current OCDS release JSON
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Complete JSON history (3 releases)
11 Sept 2025 · 055998-2025 · award, contract
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30 May 2025 · 028866-2025 · tender
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        "region": "UKI41",
        "country": "GB",
        "locality": "London",
        "postalCode": "E8 1DY",
        "countryName": "United Kingdom",
        "streetAddress": "Hackney Service Centre"
      },
      "details": {
        "url": "https://hackney.gov.uk/tenders",
        "classifications": [
          {
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE",
            "description": "Public authority - sub-central government"
          }
        ]
      },
      "identifier": {
        "id": "PRZC-5592-DDDV",
        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "name": "Mr Giles Bartlett",
        "email": "giles.bartlett@hackney.gov.uk"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}
10 Apr 2025 · 014414-2025 · planning
{
  "id": "014414-2025",
  "tag": [
    "planning"
  ],
  "date": "2025-04-10T22:14:45+01:00",
  "ocid": "ocds-h6vhtk-0500e5",
  "buyer": {
    "id": "GB-PPON-PRZC-5592-DDDV",
    "name": "London Borough of Hackney"
  },
  "tender": {
    "id": "ocds-h6vhtk-0500e5",
    "lots": [
      {
        "id": "1",
        "status": "planned",
        "renewal": {
          "description": "The initial period is to cover the two year new home warranty defects period following completion of the final building. This could be extended by up to one year, subject to agreemeent."
        },
        "hasRenewal": true,
        "suitability": {
          "sme": true
        },
        "awardCriteria": {
          "criteria": [
            {
              "name": "Quality",
              "type": "quality",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ]
            },
            {
              "name": "Cost",
              "type": "price",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ]
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2028-07-31T23:59:59+01:00",
          "startDate": "2025-09-22T00:00:00+01:00",
          "maxExtentDate": "2029-07-31T23:59:59+01:00"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKI41",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "48445000",
            "scheme": "CPV",
            "description": "Customer Relation Management software package"
          },
          {
            "id": "79342320",
            "scheme": "CPV",
            "description": "Customer-care services"
          }
        ]
      }
    ],
    "title": "Hackney Council - Shoreditch Parkside Development Customer Care Services",
    "status": "planned",
    "procedure": {
      "isAccelerated": true,
      "acceleratedRationale": "Qualifying planned procurement notice"
    },
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "awardPeriod": {
      "endDate": "2025-08-25T23:59:59+01:00"
    },
    "description": "The procurement is for Customer Care Services relating to the Council's Shoreditch Parkside residential development. The initial procurement will be for a period of 2 years from practical completion and will include any mobilisation prior to completion of the residential buildings.\nShoreditch Parkside is a mixed-use scheme located next to Shoreditch Park in the Hoxton area of Shoreditch in the London Borough of Hackney. The scheme is part of a mixed use development, where Hackney Council is the developer, and pertains to the management of the two 20 and 25 storey towers which will accomodate 290 private and 30 shared ownership occupiers. There is one commercial unit at the ground floor of one of the blocks, which will be retained by the Council. Recovery of Service Charge will be direct with private owners, and through Hackney leaseholder services for the shared ownership homes.\nThe primary role of customer care is to be the customer facing role for the purchasers. The customer care team will assist with the completions processes, undertake key handovers and assist with the move-in process for all residents. They will oversee the management of all snagging and defects in residents' apartments and will manage the rectification of in-apartment defects through communication channels with the principal contractor and any sub-contractors. It is important to have a well-established CRM system to track, manage and report on all customer experience related issues and tasks. This system will be used for client reporting and further monitor the performance of the customer care team against the pre-determined KPIs.\nCustomer Care services for the 51 social rent homes which are also being delivered (as two separate blocks) in this masterplan are not included in this tender, and will be managed by Hackney Council as RSL.",
    "communication": {
      "futureNoticeDate": "2025-05-22T23:59:59+01:00"
    },
    "aboveThreshold": true,
    "submissionTerms": {
      "languages": [
        "en"
      ],
      "electronicSubmissionPolicy": "allowed"
    },
    "procurementMethod": "selective",
    "mainProcurementCategory": "services",
    "procurementMethodDetails": "Competitive flexible procedure",
    "expressionOfInterestDeadline": "2025-06-05T23:59:59+01:00"
  },
  "parties": [
    {
      "id": "GB-PPON-PRZC-5592-DDDV",
      "name": "London Borough of Hackney",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKI41",
        "country": "GB",
        "locality": "London",
        "postalCode": "E8 1DY",
        "countryName": "United Kingdom",
        "streetAddress": "Hackney Service Centre"
      },
      "details": {
        "classifications": [
          {
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE",
            "description": "Public authority - sub-central government"
          }
        ]
      },
      "identifier": {
        "id": "PRZC-5592-DDDV",
        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "email": "procurement.admin@hackney.gov.uk"
      }
    }
  ],
  "language": "en",
  "planning": {
    "documents": [
      {
        "id": "014414-2025",
        "url": "https://www.find-tender.service.gov.uk/Notice/014414-2025",
        "format": "text/html",
        "noticeType": "UK3",
        "description": "Planned procurement notice on Find a Tender",
        "documentType": "plannedProcurementNotice",
        "datePublished": "2025-04-10T22:14:45+01:00"
      }
    ]
  },
  "initiationType": "tender"
}