Find a TenderAwardedContract details notice

Published 10 Apr 2025, 22:14 BST

Official UK procurement notice

Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

Official notice

Authority: London Borough of Hackney (Local council)

ServicesCompetitive flexible procedureAbove thresholdSME suitableAccelerated

Sectors: Software Packages & ERP (48)Business Services & Consultancy (79) Delivery: London (UKI41)

Published estimate£750,000≈ £300k / year · £750,000 inc. VAT · 1 value update19.5% below published estimate

Submissions closed 20 Jun 2025awarded 11 Sept 2025

Awarded to ZephyrComplete Limited

Contract term 2 yrs 6 moends 21 Apr 2028 · up to 21 Apr 2029 with extensions · starts 22 Oct 2025

What is being bought

Published requirement 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.

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

Page 2 to 7 development, where Hackney Council is the developer, and pertains to the management of the two 20 and 25 storey towers which will accommodate 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 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 predetermined 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.

How the procedure runs: Hackney Council has designed this Procurement Process to utilise the option to limit the number of Participating Suppliers. Hackney Council will invite up to 4 Suppliers to submit Tenders. This limit ensures a manageable and proportionate process while maintaining adequate competition. In the event that there are no Suppliers/or only one Supplier who is deemed suitable, Hackney Council reserves the rights to abandon this Procurement Process and make a Direct Award under Schedule 5(6) PA23 and publish the relevant notices.

CPV: Customer Relation Management software package · Customer-care services

The lotProcurement structure

single lot · value published

Lot #1AwardedRenewal 2 yrs 6 moSMEPublished value£750,000

Contract period: 22 Oct 2025 – 21 Apr 2028 (2 yrs 6 mo) · up to 21 Apr 2029 with extensionsValue: £750,000 exc. VAT · £750,000 inc. VAT

Delivery: LondonEligibility: SME eligible

Extensions: Option to extend for 12 months.Second stage: up to 4 candidates invited to tender

48445000 Customer Relation Management software package 79342320 Customer-care services

Pre-qualification & selection criteria (PQQ)3

Economic & financial standing
Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.
Technical & professional ability
Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.
Condition of participation
Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.
shortlisting

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more

How bids were scored

Quality: 60%Price: 40%

Published award criteria (2)

Quality
Price

Conditions of participation3

Economic & financial standing
Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.
Technical & professional ability
Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.
Condition of participation
Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.
shortlisting

What this means for your bid

Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.

Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.

Procedure terms & legal framework

From the official record

Procedure method: Competitive flexible procedure
Legal basis: UKPGA · 2023/54 Procurement Act 2023
Procurement category: Services
Notice status: Awarded
Procurement threshold: Above threshold (FTS publication)
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Competitive procedure
GPA / WTO covered: Unspecified in notice
Recurring procurement: Unspecified in notice
First published: 10 Apr 2025, 22:14 BST
Last source update: 9 Oct 2026, 11:25 BST
Award evaluation window: Submission end – 8 Sept 2025
Authority reference: DN775680
FTS notice number: 2025/S 000-028866
Accelerated: Qualifying planned procurement notice
Latest notice: Contract details notice (UK7)
Classification (CPV): Customer Relation Management software packageCustomer-care services
Delivery area: London (UKI41)
Official registry OCID: ocds-h6vhtk-0500e5 Find a Tender

How it runs: Hackney Council has designed this Procurement Process to utilise the option to limit the number of Participating Suppliers.
Hackney Council will invite up to 4 Suppliers to submit Tenders. This limit ensures a manageable and proportionate process while maintaining adequate competition.
In the event that there are no Suppliers/or only one Supplier who is deemed suitable, Hackney Council reserves the rights to abandon this Procurement Process and make a Direct Award under Schedule 5(6) PA23 and publish the relevant notices.

How it was run

Official notice

Run through: ProContract (Due North) · Who buys & how to bid on ProContract

Supplier login requiredElectronic submission allowedLanguage: EN

Access & registration note: Free · short registration with manual review; public opportunity list

Requests to participate (first stage): 20 Jun 2025, 12:00 BST
Submission deadline: 20 Jun 2025, 12:00 BST
Clarification deadline: 13 Jun 2025, 12:00 BST
Submission channel: Official e-sourcing portal
Electronic submission: Allowed
Accepted languages: en

Detailed submission instructions & authority contactsFrom official release

Tenders will require to be submitted via the Council's nominated e-tendering portal (anticipated to be ProContract). Suppliers are advised to register if they are not already signed up to this portal. Registration is free.

procontract.due-north.com/SupplierRegistration… ↗

Timeline

10 Apr 2025 → 9 Oct 2026 · 10 dates

Planning notice published
10 Apr 2025, 22:14 BST
Next notice expected
22 May 2025, 23:59 BST
Tender notice published
30 May 2025, 15:16 BST
Clarification questions by
13 Jun 2025, 12:00 BST
Submission deadline
20 Jun 2025, 12:00 BST
Award decision expected by
8 Sept 2025, 23:59 BST
Assessment summaries sent
11 Sept 2025, 00:00 BST
Standstill ends393 days ago
22 Sept 2025, 23:59 BST
Contract starts364 days ago
22 Oct 2025, 00:00 BST
Latest notice published12 days ago
9 Oct 2026, 11:25 BST

Notice history

8 events · 4 releases on Find a Tender · since 10 Apr 2025

Planned procurement notice published
10 Apr 2025, 22:14 BST
UK3
Tender notice published
30 May 2025, 15:16 BST
UK4
Published value updated
30 May 2025, 15:16 BST
Status changed to active
30 May 2025, 15:16 BST
Contract award notice published
11 Sept 2025, 21:22 BST
UK6
Status changed to complete
11 Sept 2025, 21:22 BST
Contract signature expected
17 Oct 2025, 23:59 BST
scheduled
Contract details notice published
9 Oct 2026, 11:25 BST
UK7

Routine re-releases (4)

2025-04: 1 release · 10 Apr 2025

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 1

Awarded value £502,9781 award exc. VAT

Bids received 22 from SMEs

Contracts signed 1latest 22 Oct 2025

Awarded to	Value	Date	Status
ZephyrComplete LimitedShoreditch Parkside Customer Care20 Oct 2025 – 20 Apr 2028 · up to 20 Apr 2029Extensions: 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 agreement.	£502,978	11 Sept 2025	Awarded

Contracts

Shoreditch Parkside Customer Care · ZephyrComplete Limited
Signed
22 Oct 2025
Value
£502,978
Period
22 Oct 2025 – 21 Apr 2028 · up to 20 Apr 2029 with extensions
Status
active
Extensions
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 agreement.

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
2final-stage tenders	2	0	—

Contracting authority & participating public bodies

London Borough of Hackney

Contracting authorityPublic authority - sub-central government GB-PPON: PRZC-5592-DDDV Hackney Service Centre, Hackney, London, E8 1DYContact name, email, phone

Bidders & participating suppliers

1 commercial party on the notice

ZephyrComplete LimitedAwarded supplierGB-PPON: PZQC-1595-QQJR 167-169 Great Portland Street, Fifth Floor, London, London, W1W 5PFContact email

Official documents & specifications (4)

Official links; attachments are not copied

Notices published for this procedure

Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender9 Oct 2026, 11:25 BST
Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender11 Sept 2025, 21:22 BST
Tender notice tenderTender noticeUK4Tender notice on Find a Tender30 May 2025, 15:16 BST
Planned procurement notice planningPlanned procurement noticeUK3Planned procurement notice on Find a Tender10 Apr 2025, 22:14 BST