Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement
Awarded
Key facts
- Closing date
- Not stated by the buyer
- Buyer's estimated value
- Not stated The buyer's own estimate, not income to you.
- Procedure
- Competitive flexible procedure
- Notice type
- Contract details notice (UK7)
Decision brief
Taken from the buyer's published notice (shown as written, shortened where long). Tenderpatch has not added to or interpreted it. Always read the official documents before bidding.
- How bids will be scored
- Not stated in the notice.
- Conditions of participation (what you must show)
- None published in the notice. They may be in the tender documents.
- Contract length and extensions
- Period not stated.
- How to submit
- Not stated in the notice.
- Tender documents
- No document links in the notice. Use the official notice link.
New to public tenders? Plain-English guide to this page
- Framework
- An agreement that sets terms for work the buyer may order later, often from several suppliers. The value shown usually covers the whole agreement, not one job.
- Open for bids / closing date
- You must submit by the closing date and time, normally through the buyer's own online portal. Late bids are normally refused.
- Clarification questions
- A deadline for asking the buyer questions about the tender. It is earlier than the closing date.
- Conditions of participation
- What the buyer asks suppliers to show before they can be considered, such as experience, insurance or accreditations.
- Bids are scored on
- How the buyer will compare bids, usually a split between price and quality. A 60/40 split in favour of quality means the cheapest bid will not necessarily win.
- Lots
- A tender can be split into parts. You can often bid for only the lots that suit you.
- Area (ITL)
- The buyer names an official statistical area for where the work is, not a street address. Check the tender documents for the actual sites.
- UK4 and other notice codes
- Official codes for the type of notice. A "tender notice" means bids are being invited.
General explanations written by Tenderpatch, not part of this notice.
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.