Provision of Domestic Gas Servicing, Maintenance and Associated Works 2026 -29

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              "description": "Please provide a detailed case study demonstrating your organisation's experience - and that of key personnel - in delivering a domestic gas contract for the planned maintenance, responsive repairs, emergency callouts, and statutory periodic testing of gas and LPG heating and hot water in a residential or social housing environment.\nYour case study should reflect experience managing contracts involving occupied properties, including vulnerable residents (e.g. elderly, disabled, or non-English speakers), and adherence to health and safety regulations, including Gas Safety Register requirement and The Gas Safety (Installation & Use) Regulations\nYour response should include the following:\n•\tA description of the scope of services, including planned maintenance intervals, emergency response provision, and any statutory inspections or testing undertaken.\n•\tThe estimated annual contract value.\n•\tThe number of assets covered, and the range of site locations.\n•\tYour approach to managing follow-on remedial actions, repeat callouts, and unsafe equipment.\n•\tHow the example contract compares to the requirements and conditions outlined in Folkestone & Hythe District Council's specification (e.g. appointment scheduling, resident communication, CRB-checked operatives, spare part sourcing, and reporting protocols);\n•\tGive examples of where your organisation has improved service delivery, value for money, or tenant satisfaction in the case study contract; and\n•\tHow the experience and qualifications of your personnel, including NVQ-level training and fault diagnosis expertise, will be applied to ensure high standards of service delivery under this contract.\n•\tUsing your experience from similar contracts detail your approach to transitioning from the incumbent provider and how your organisation would ensure a smooth handover of service for the client.  Please include a detailed mobilsation plan (not in word count)"
            },
            {
              "name": "Contract Management",
              "type": "quality",
              "numbers": [
                {
                  "number": 25,
                  "weight": "percentageExact"
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              ],
              "description": "Please describe your approach to proactively managing the domestic gas contract at a local level to ensure delivery of a planned service and maintenance programme, meet required response times, and effectively manage any associated or follow-on work identified during service, breakdown, or call-out visits.\nAs part of the contract requirements, the successful contractor is expected to operate a fully functional local office within 35 miles of the Civic Centre, CT20 2QY, providing welfare and meeting facilities as well as a reliable internet and communication infrastructure. In your response, please confirm whether you:\n•\tAlready have an established office within this range, or\n•\tPropose establishing a new office to meet this requirement (include timeframe and location if applicable).\nFor FHDC boundary map please see link below:\nPublic Elections\nYour response should also include the following:\n•\tAn organogram clearly showing the proposed contract management structure, including roles, reporting lines, qualifications, and relevant accreditations of key personnel assigned to this contract.\n•\tA clear explanation of how you will ensure sufficient staffing and resource capacity from day one and throughout the contract term to maintain service continuity, efficiency and customer satisfaction.\n•\tA detailed explanation of how you will achieve and maintain 100% LGSR compliance and continuity throughout the contract, including the processes in place for difficult to access or failed access.\n•\tDemonstrate how you will effectively manage the FHDC CAP process\n•\tA detailed explanation of your process for repairs callouts; from point of call to completing and closing down a repair order. Include an illustrative process map (not included in the wordcount) and a winter readiness plan (not in word count) for dealing with addition breakdown demand during the colder months.\n•\tDetails of how you will meet the specified response times for callouts and emergency attendance, including how out-of-hours cover will be managed;\n•\tYour approach to the day-to-day supervision and management of engineers, including methods for monitoring service delivery, ensuring compliance with the Employer's Health and Safety expectations, and supporting staff on-site.\n•\tExplain your processes for ensuring high quality workmanship, such as adhering to industry quality standards and regular quality assurance checks.\n•\tShow how you will efficiently manage the programme, while ensuring minimal disruption and effective communication with vulnerable residents (e.g. elderly, disabled, or those with language barriers), including appointment scheduling and tenant engagement"
            },
            {
              "name": "Contract Performance in line with agreed KPI's",
              "type": "quality",
              "numbers": [
                {
                  "number": 20,
                  "weight": "percentageExact"
                }
              ],
              "description": "Please describe your approach to monitoring, managing, and reporting performance standards for the delivery of this domestic gas contract, with specific reference to the sample Key Performance Indicators (KPIs) listed below (Please note full KPI list set out in Appendix G).\nYour response should explain:\n•\tThe systems and processes you will use to track performance against each KPI;\n•\tHow you will present performance data to the Employer (including format, frequency, and reporting channels);\n•\tThe preventative measures you will implement to ensure targets are consistently achieved.\n•\tThe corrective actions you will take where performance falls below the agreed threshold.\n•\tHow your performance management approach will ensure continuous improvement and client satisfaction throughout the contract term.\nYou must demonstrate how you will meet or exceed the following\n[table referencing KPIs from Appendix G]"
            },
            {
              "name": "Carbon reduction",
              "type": "quality",
              "numbers": [
                {
                  "number": 5,
                  "weight": "percentageExact"
                }
              ],
              "description": "F&HDC has made a climate pledge and aims to become carbon neutral by 2030. Details on the action the Customer is taking can be found at folkestone-hythe.gov.uk/climatechange.\nIn line with this commitment, the Council expects suppliers to adopt environmentally sustainable and responsible practices in the delivery of domestic gas services.\nExplain how you will mitigate or eliminate the carbon impact of activities carried out under this domestic gas contract. This includes both day-to-day operations and strategic approaches over the course of the contract.\nPlease have reference to:\nA.\tEnvironmental Sustainability\n\tEnergy Efficiency - outline how you will reduce energy use during service delivery (e.g. use of low-emission vehicles, route optimisation, energy-efficient equipment/tools).\nWaste Reduction - Describe how you will minimise waste generation and promote reuse/recycling of parts and packaging during maintenance, repairs, and component replacements.\nB.\tOperational Sustainability\n\tSustainable Project Management - Describe how you will integrate sustainable practices into the management of this contract, including any procedures or systems in place to ensure environmental, social, and economic considerations are embedded in your service delivery.\nThis can include action your organisation is already taking or plans to implement during the initial period of the contract.\nYour answer should include how you will monitor and measure your environmental performance against these commitments and how this information will be reported to the Employer as part of ongoing contract performance reviews"
            },
            {
              "name": "social value",
              "type": "quality",
              "numbers": [
                {
                  "number": 5,
                  "weight": "percentageExact"
                }
              ],
              "description": "F&HDC's Corporate Plan \"Creating Tomorrow Together\" sets out the council's guiding principles and service ambitions. The Corporate Plan can be viewed at folkestone-hythe.gov.uk/creatingtomorrowtogether.\nAs part of this  domestic gas Contract, the Council is seeking to partner and work collaboratively with contractors who can deliver measurable social value through the life of the contract.\nThis can include action your organisation is already taking or plans to implement during the initial period of the contract.\nFor example, your offer might include:\n•\tA resource commitment- annual supply of staff time to support local events or initiatives within the community (e.g. Clean up days, Council safety awareness events)\n•\tEquipment Commitment - Donation or loan of tools, equipment, or materials to support Council-run community events or housing initiatives.\n•\tA Training & Apprenticeship Opportunities -Offering placements, skills development, or mentoring to local residents, particularly those from underrepresented or disadvantaged backgrounds.  Offering events to local colleges.\n•\t Engagement with Local Supply Chains - Prioritising use of local suppliers and subcontractors to support the regional economy.\nYour answer should include how you will monitor and measure the delivery of your social value commitments and how progress will be reported to the Employer as part of ongoing contract management and performance reviews"
            }
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        "contractPeriod": {
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    "title": "Domestic Gas Servicing, Maintenance and Associated Works",
    "value": {
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      {
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        "url": "https://procontract.due-north.com/Procurer/Advert/View?advertId=f5a34f6d-3b57-f011-813a-005056b64545",
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        "description": "Tender documents can be downloaded from www.kentbusinessportal.org.uk (proContract) after signing in and expressing interest.",
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      {
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        "url": "https://www.find-tender.service.gov.uk/Notice/051719-2025",
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        "noticeType": "UK4",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "datePublished": "2025-08-27T16:32:21+01:00"
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    "amendments": [
      {
        "id": "051719-2025",
        "description": "Tender submission deadline extended to 22 September 2025 to allow bidders time to review TUPE ELI information.\nDeadline for clarification questions also extended to 12 September 2025."
      }
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    "legalBasis": {
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      "scheme": "UKPGA"
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    },
    "awardPeriod": {
      "endDate": "2025-09-25T23:59:59+01:00"
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    "description": "The Council is seeking to procure a contractor to deliver a Fully Inclusive Risk & Reward Contract (FIRRC) for the servicing, maintenance, responsive repairs, and upgrade works of gas, LPG, and solid fuel heating and hot water systems across its housing stock.\nThe contract will cover all associated components, including boilers, radiators, flues, cylinders, pipework, controls, and electrical elements, with all works delivered under a fixed-price model. The successful contractor will be responsible for ensuring full operational compliance, delivering first-time fixes where possible, and providing temporary heating when required.\nThe service includes resident liaison, void property coverage, energy efficiency advice, and support with compliance and safety inspections. Upgrade works may also be instructed at the Employer's discretion and must be delivered from design through to completion.",
    "tenderPeriod": {
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      "name": "The District Council of Folkestone and Hythe",
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        "countryName": "United Kingdom",
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  "date": "2025-07-31T14:25:37+01:00",
  "ocid": "ocds-h6vhtk-055793",
  "buyer": {
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    "name": "The District Council of Folkestone and Hythe"
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        "status": "active",
        "renewal": {
          "description": "Extension option of up to 24 months dependent on the satisfactory performance of the contractor and presuming no significant changes to FHDC's requirements"
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        "suitability": {
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              "description": "Please provide a detailed case study demonstrating your organisation's experience - and that of key personnel - in delivering a domestic gas contract for the planned maintenance, responsive repairs, emergency callouts, and statutory periodic testing of gas and LPG heating and hot water in a residential or social housing environment.\nYour case study should reflect experience managing contracts involving occupied properties, including vulnerable residents (e.g. elderly, disabled, or non-English speakers), and adherence to health and safety regulations, including Gas Safety Register requirement and The Gas Safety (Installation & Use) Regulations \nYour response should include the following:\n•\tA description of the scope of services, including planned maintenance intervals, emergency response provision, and any statutory inspections or testing undertaken.\n•\tThe estimated annual contract value.\n•\tThe number of assets covered, and the range of site locations.\n•\tYour approach to managing follow-on remedial actions, repeat callouts, and unsafe equipment.\n•\tHow the example contract compares to the requirements and conditions outlined in Folkestone & Hythe District Council's specification (e.g. appointment scheduling, resident communication, CRB-checked operatives, spare part sourcing, and reporting protocols);\n•\tGive examples of where your organisation has improved service delivery, value for money, or tenant satisfaction in the case study contract; and\n•\tHow the experience and qualifications of your personnel, including NVQ-level training and fault diagnosis expertise, will be applied to ensure high standards of service delivery under this contract.\n•\tUsing your experience from similar contracts detail your approach to transitioning from the incumbent provider and how your organisation would ensure a smooth handover of service for the client.  Please include a detailed mobilsation plan (not in word count)"
            },
            {
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              "type": "quality",
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                  "weight": "percentageExact"
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              "description": "Please describe your approach to proactively managing the domestic gas contract at a local level to ensure delivery of a planned service and maintenance programme, meet required response times, and effectively manage any associated or follow-on work identified during service, breakdown, or call-out visits.\nAs part of the contract requirements, the successful contractor is expected to operate a fully functional local office within 35 miles of the Civic Centre, CT20 2QY, providing welfare and meeting facilities as well as a reliable internet and communication infrastructure. In your response, please confirm whether you:\n•\tAlready have an established office within this range, or\n•\tPropose establishing a new office to meet this requirement (include timeframe and location if applicable).\nFor FHDC boundary map please see link below:\nPublic Elections\nYour response should also include the following:\n•\tAn organogram clearly showing the proposed contract management structure, including roles, reporting lines, qualifications, and relevant accreditations of key personnel assigned to this contract.\n•\tA clear explanation of how you will ensure sufficient staffing and resource capacity from day one and throughout the contract term to maintain service continuity, efficiency and customer satisfaction.\n•\tA detailed explanation of how you will achieve and maintain 100% LGSR compliance and continuity throughout the contract, including the processes in place for difficult to access or failed access.\n•\tDemonstrate how you will effectively manage the FHDC CAP process\n•\tA detailed explanation of your process for repairs callouts; from point of call to completing and closing down a repair order. Include an illustrative process map (not included in the wordcount) and a winter readiness plan (not in word count) for dealing with addition breakdown demand during the colder months.\n•\tDetails of how you will meet the specified response times for callouts and emergency attendance, including how out-of-hours cover will be managed; \n•\tYour approach to the day-to-day supervision and management of engineers, including methods for monitoring service delivery, ensuring compliance with the Employer's Health and Safety expectations, and supporting staff on-site.\n•\tExplain your processes for ensuring high quality workmanship, such as adhering to industry quality standards and regular quality assurance checks.\n•\tShow how you will efficiently manage the programme, while ensuring minimal disruption and effective communication with vulnerable residents (e.g. elderly, disabled, or those with language barriers), including appointment scheduling and tenant engagement"
            },
            {
              "name": "Contract Performance in line with agreed KPI's",
              "type": "quality",
              "numbers": [
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                  "number": 20,
                  "weight": "percentageExact"
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              ],
              "description": "Please describe your approach to monitoring, managing, and reporting performance standards for the delivery of this domestic gas contract, with specific reference to the sample Key Performance Indicators (KPIs) listed below (Please note full KPI list set out in Appendix G).\nYour response should explain:\n•\tThe systems and processes you will use to track performance against each KPI;\n•\tHow you will present performance data to the Employer (including format, frequency, and reporting channels);\n•\tThe preventative measures you will implement to ensure targets are consistently achieved.\n•\tThe corrective actions you will take where performance falls below the agreed threshold.\n•\tHow your performance management approach will ensure continuous improvement and client satisfaction throughout the contract term.\nYou must demonstrate how you will meet or exceed the following \n[table referencing KPIs from Appendix G]"
            },
            {
              "name": "Carbon reduction",
              "type": "quality",
              "numbers": [
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                  "weight": "percentageExact"
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              "description": "F&HDC has made a climate pledge and aims to become carbon neutral by 2030. Details on the action the Customer is taking can be found at folkestone-hythe.gov.uk/climatechange.\nIn line with this commitment, the Council expects suppliers to adopt environmentally sustainable and responsible practices in the delivery of domestic gas services. \nExplain how you will mitigate or eliminate the carbon impact of activities carried out under this domestic gas contract. This includes both day-to-day operations and strategic approaches over the course of the contract.\nPlease have reference to:\nA.\tEnvironmental Sustainability\n\tEnergy Efficiency - outline how you will reduce energy use during service delivery (e.g. use of low-emission vehicles, route optimisation, energy-efficient equipment/tools).\nWaste Reduction - Describe how you will minimise waste generation and promote reuse/recycling of parts and packaging during maintenance, repairs, and component replacements. \nB.\tOperational Sustainability\n\tSustainable Project Management - Describe how you will integrate sustainable practices into the management of this contract, including any procedures or systems in place to ensure environmental, social, and economic considerations are embedded in your service delivery.\nThis can include action your organisation is already taking or plans to implement during the initial period of the contract.\nYour answer should include how you will monitor and measure your environmental performance against these commitments and how this information will be reported to the Employer as part of ongoing contract performance reviews"
            },
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              "type": "quality",
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                  "weight": "percentageExact"
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              "description": "F&HDC's Corporate Plan \"Creating Tomorrow Together\" sets out the council's guiding principles and service ambitions. The Corporate Plan can be viewed at folkestone-hythe.gov.uk/creatingtomorrowtogether.\nAs part of this  domestic gas Contract, the Council is seeking to partner and work collaboratively with contractors who can deliver measurable social value through the life of the contract.\nThis can include action your organisation is already taking or plans to implement during the initial period of the contract.\nFor example, your offer might include:\n•\tA resource commitment- annual supply of staff time to support local events or initiatives within the community (e.g. Clean up days, Council safety awareness events)\n•\tEquipment Commitment - Donation or loan of tools, equipment, or materials to support Council-run community events or housing initiatives.\n•\tA Training & Apprenticeship Opportunities -Offering placements, skills development, or mentoring to local residents, particularly those from underrepresented or disadvantaged backgrounds.  Offering events to local colleges.\n•\t Engagement with Local Supply Chains - Prioritising use of local suppliers and subcontractors to support the regional economy.\nYour answer should include how you will monitor and measure the delivery of your social value commitments and how progress will be reported to the Employer as part of ongoing contract management and performance reviews"
            }
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            "scheme": "CPV",
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    "title": "Domestic Gas Servicing, Maintenance and Associated Works",
    "value": {
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        "url": "https://www.find-tender.service.gov.uk/Notice/044790-2025",
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    "description": "The Council is seeking to procure a contractor to deliver a Fully Inclusive Risk & Reward Contract (FIRRC) for the servicing, maintenance, responsive repairs, and upgrade works of gas, LPG, and solid fuel heating and hot water systems across its housing stock.\nThe contract will cover all associated components, including boilers, radiators, flues, cylinders, pipework, controls, and electrical elements, with all works delivered under a fixed-price model. The successful contractor will be responsible for ensuring full operational compliance, delivering first-time fixes where possible, and providing temporary heating when required.\nThe service includes resident liaison, void property coverage, energy efficiency advice, and support with compliance and safety inspections. Upgrade works may also be instructed at the Employer's discretion and must be delivered from design through to completion.",
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  "date": "2025-07-02T13:33:44+01:00",
  "ocid": "ocds-h6vhtk-055793",
  "buyer": {
    "id": "GB-PPON-PHJN-7589-LMHY",
    "name": "The District Council of Folkestone and Hythe"
  },
  "tender": {
    "id": "ocds-h6vhtk-055793",
    "lots": [
      {
        "id": "1",
        "value": {
          "amount": 6000000,
          "currency": "GBP",
          "amountGross": 7200000
        },
        "status": "active",
        "renewal": {
          "description": "Extension option of up to 24 months"
        },
        "hasRenewal": true,
        "suitability": {
          "sme": true,
          "vcse": true
        },
        "awardCriteria": {
          "criteria": [
            {
              "name": "Price / Quality",
              "type": "price"
            }
          ],
          "weightingDescription": "Evaluation of tenders to find the 'most advantageous tender' (MAT) based on 70% 'quality' and 30% 'price'."
        },
        "contractPeriod": {
          "endDate": "2029-03-31T23:59:59+01:00",
          "startDate": "2026-04-01T00:00:00+01:00",
          "maxExtentDate": "2031-03-31T23:59:59+01:00"
        }
      }
    ],
    "items": [
      {
        "id": "1",
        "relatedLot": "1",
        "deliveryAddresses": [
          {
            "region": "UKC",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKD",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKE",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKF",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKG",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKH",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKI",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKJ",
            "country": "GB",
            "countryName": "United Kingdom"
          },
          {
            "region": "UKK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "50531100",
            "scheme": "CPV",
            "description": "Repair and maintenance services of boilers"
          },
          {
            "id": "50531200",
            "scheme": "CPV",
            "description": "Gas appliance maintenance services"
          }
        ]
      }
    ],
    "title": "Domestic Gas Servicing, Maintenance and Associated Works",
    "value": {
      "amount": 6000000,
      "currency": "GBP",
      "amountGross": 7200000
    },
    "status": "active",
    "documents": [
      {
        "id": "conflictOfInterest",
        "description": "Not published",
        "documentType": "conflictOfInterest"
      },
      {
        "id": "L-1",
        "url": "www.kentbusinessportal.org.uk",
        "documentType": "biddingDocuments"
      },
      {
        "id": "L-2",
        "url": "www.kentbusinessportal.org.uk",
        "documentType": "technicalSpecifications"
      },
      {
        "id": "036800-2025",
        "url": "https://www.find-tender.service.gov.uk/Notice/036800-2025",
        "format": "text/html",
        "noticeType": "UK4",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "datePublished": "2025-07-02T13:33:44+01:00"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "awardPeriod": {
      "endDate": "2025-08-22T23:59:59+01:00"
    },
    "description": "The Council is seeking to procure a contractor to deliver a Fully Inclusive Risk & Reward Contract (FIRRC) for the servicing, maintenance, responsive repairs, and upgrade works of gas, LPG, and solid fuel heating and hot water systems across its housing stock.\nThe contract will cover all associated components, including boilers, radiators, flues, cylinders, pipework, controls, and electrical elements, with all works delivered under a fixed-price model. The successful contractor will be responsible for ensuring full operational compliance, delivering first-time fixes where possible, and providing temporary heating when required.\nThe service includes resident liaison, void property coverage, energy efficiency advice, and support with compliance and safety inspections. Upgrade works may also be instructed at the Employer's discretion and must be delivered from design through to completion.",
    "tenderPeriod": {
      "endDate": "2025-08-06T13:00:00+01:00"
    },
    "enquiryPeriod": {
      "endDate": "2025-07-24T21:00:00+01:00"
    },
    "aboveThreshold": true,
    "submissionTerms": {
      "languages": [
        "en"
      ],
      "electronicSubmissionPolicy": "allowed"
    },
    "procurementMethod": "open",
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "Submission via www.kentbusinessportal.org.uk",
    "procurementMethodDetails": "Open procedure"
  },
  "parties": [
    {
      "id": "GB-PPON-PHJN-7589-LMHY",
      "name": "The District Council of Folkestone and Hythe",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKJ44",
        "country": "GB",
        "locality": "Folkestone",
        "postalCode": "CT20 2QY",
        "countryName": "United Kingdom",
        "streetAddress": "Civic Centre, Castle Hill Avenue"
      },
      "details": {
        "url": "https://www.kentbusinessportal.org.uk/",
        "classifications": [
          {
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE",
            "description": "Public authority - sub-central government"
          }
        ]
      },
      "identifier": {
        "id": "PHJN-7589-LMHY",
        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "email": "procurement@folkestone-hythe.gov.uk"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}