Homes England - Cladding Safety Scheme Service Administrator

Homes England ("The Authority") is conducting market research to determine interest in a re-procurement of a service administrator for the delivery of the Cladding Safety Scheme (CSS). We would be seeking a supplier to deliver an integrated digital platform and grant administration service to support the delivery of the CSS. As a live programme that has been running for 4 years we have a designed the process and system to support this and a new supplier would be required to replicate the existing system and functionality to ensure a seamless transition and minimal disruption to users of the system – both the applicant facing digital platform but also the stakeholder facing Case Management System which services users including Homes England and local regulators.

The service will comprise a providing the secure, accessible, and user-centred digital solution in line with existing design functionality and including, but not limited to:

• An applicant-facing digital platform, supported by a GOV.UK-style landing page and online guidance.
• Eligibility information and self-assessment functionality to enable applicants to determine their suitability for the Scheme.
• Online application and registration capabilities for grant funding.
• A secure applicant portal enabling users to submit, manage, and track applications throughout the application lifecycle.
• A case management system to support the assessment, administration, and progression of applications by authorised users who have an active role or interest in delivery of remediation

In addition, the supplier will provide grant administration services in line with agreed processes established for the programme, including, but not limited to:

• Applicant information and technical support.
• An Assisted Digital service for applicants requiring additional support to access or use the digital platform.
• Eligibility assessment and validation, including the use of relevant third-party data sources where appropriate.
• Communication of application outcomes and delivery of applicant communications on behalf of the Authority.
• Management of appeals and complaints in accordance with agreed service standards.
• Validation of grant payment requests and administration of grant funding payments.
• Provision of management information, reporting, and performance data to support contract management and monitoring against agreed service levels and key performance indicators (KPIs).

The appointed supplier will be responsible for the ongoing operation, maintenance, support, and continuous improvement of both the digital platform and associated grant administration services to ensure the effective delivery of the Cladding Safety Scheme and supporting the wider aims of the governments Building Remediation Portfolio.

The current assumption is that these services will be delivered by one supplier however we are open to other delivery methods which may be discussed during future market engagement processes.

Any contract values included in this notice are preliminary estimates only.

We hope to have a more accurate estimate once market engagement has been completed.