Lot 1
No lot description published.
Buyer: London Borough of Hackney →
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.
No lot description published.
No usable CPV category has been published, so a comparable market set cannot yet be built.
No planning milestones published.
No linked framework, prior procurement or reprocurement published.
No documents are published in the current source record.
Diagnostic view. “Not published” means this current release does not provide a value.
| OCID | ocds-h6vhtk-0500e5 |
|---|---|
| Latest release ID | 055998-2025 |
| Latest release timestamp | Thu Sep 11 2025 20:22:49 GMT+0000 (Coordinated Universal Time) |
| Source | find-a-tender |
| Official notice URL | Not published |
| Tender status | complete |
| Procurement method | selective |
| Procurement method details | Competitive flexible procedure |
| Main procurement category | Not published |
| Above threshold | Not published |
| Legal basis | 2023/54 |
| Tender period: start | Not published |
| Tender period: end | Not published |
| Expression of interest deadline | Not published |
| Enquiry deadline | Not published |
| Award period: start | Not published |
| Award period: end | Not published |
| Submission method details | Not published |
| Submission languages | Not published |
| Electronic catalogue policy | Not published |
| Total tender value | Not published |
| Tender lots in source | 1 |
| Tender items in source | 0 |
| Tender documents in source | 0 |
| Awards in latest release | 1 |
| Contracts in latest release | 0 |
| Parties in latest release | 2 |
| Date | Event | Reference |
|---|---|---|
| 11 Sept 2025 | award, contract | 055998-2025 |
| 30 May 2025 | tender | 028866-2025 |
| 10 Apr 2025 | planning | 014414-2025 |
Unmodified official OCDS data retained by Tenderline for this procurement process.
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"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"
}