Provision of Customer Services, mini competition under CCS RM6295 Outsourced Services Framework Lot 1

Official notice

Authority: London Borough of Barnet (Local council)

Award under framework

Sectors: Business Services & Consultancy (79) Delivery: London (UKI71)

Awarded value£5,192,420published award · exc. VAT

Awarded 22 May 2026

Awarded to Charles Novacroft Direct Limited

What is being bought

Published requirement description

Provision of a fully outsourced Customer Services. This service has been procured through further competition under CCS framework RM6295 Outsource Services, Lot 1, Citizen Experience. The contract to be for an initial 3 year period commencing 1 October 2026 with 2 year

extension option subject to performance and budget.

The lotProcurement structure

single lot · no lot value published

Lot #1Awarded

Delivery: London

79000000 Business services: law, marketing, consulting, recruitment, printing and security

Procedure terms & legal framework

From the official record

Procedure method: Award under framework
Legal basis: UKPGA · 2023/54 Procurement Act 2023
Notice status: Awarded
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Call-off under a framework
Competition type: Competitive procedure
GPA / WTO covered: Unspecified in notice
Recurring procurement: Unspecified in notice
First published: 26 May 2026, 11:10 BST
Last source update: 23 Sept 2026, 11:07 BST
Authority reference: 1010982866
FTS notice number: 2026/S 000-090017
Latest notice: Contract details notice (UK7)
Delivery area: London (UKI71)
Official registry OCID: ocds-h6vhtk-06a2ea Find a Tender

Related procedures1

Call-off under framework Outsourced Services

Notice history

3 events · 2 releases on Find a Tender · since 26 May 2026

Contract award notice published
26 May 2026, 11:10 BST
UK6
Contract signature expected
30 Jun 2026, 23:59 BST
scheduled
Contract details notice published
23 Sept 2026, 11:07 BST
UK7

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 1

Awarded value £5,192,4201 award exc. VAT

Contracts signed 1latest 30 Jun 2026

Awarded to	Value	Date	Status
Charles Novacroft Direct LimitedSMECustomer Services1 Oct 2026 – 30 Sept 2029 · up to 30 Sept 2031Extensions: Two year extension option subject to performance and budget	£5,192,420	22 May 2026	Awarded

Contracts

Contract 1 · Charles Novacroft Direct LimitedSME
Signed
30 Jun 2026
Value
£5,192,420
Period
1 Oct 2026 – 30 Sept 2029 · up to 30 Sept 2031 with extensions
Status
active
Extensions
Two year extension option subject to performance and budget
3 agreed KPIs: KPI 1 · KPI 2 · KPI 3
- KPI 1, % Calls answered in 120 seconds
- KPI 2, Complaints at Stage 2 upheld
- KPI 3, CSAT includes sentiment analysis and personalised feedback; rating for ‘highly personalised’ calls in resident feedback

Contracting authority & participating public bodies

London Borough of Barnet

Contracting authorityPublic authority - sub-central government GB-PPON: PQGD-7479-CGVN 2 Bristol Avenue, London, London, NW9 4EWContact email, phone

Bidders & participating suppliers

1 commercial party on the notice

Charles Novacroft Direct LtdAwarded supplierGB-COH: 03601214 Seebeck House 1 Seebeck Place, Knowlhill, Milton Keynes, South East, MK5 8FRContact name, email

Official documents & specifications (3)

Official links; attachments are not copied

Tender pack and attachments

Signed contract contractSigned contractPDFRedacted Contract

Notices published for this procedure

Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender23 Sept 2026, 11:07 BST
Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender26 May 2026, 11:10 BST