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Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

London Borough of Hackney

This public procurement record has 3 releases in its history.

Award

11 Sep 2025 at 21:22

UK6 - Contract Award Notice
Tender

30 May 2025 at 15:16

UK4 - Tender Notice
Planning

10 Apr 2025 at 22:14

UK3 - Planned Procurement Notice
Summary of the contracting process

The London Borough of Hackney has completed the procurement process for Customer Care Services under the title "Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement." This initiative is focused within the services industry category in the Hoxton area of Shoreditch, London. The process utilised a selective procurement method under a competitive flexible procedure. The award was issued to ZephyrComplete Limited on 11th September 2025, with a contract period starting on 20th October 2025 and running until 20th April 2028, extendable up to an additional year. Key deadlines included the standstill period ending on 22nd September 2025.

This tender presents a significant opportunity for businesses specialising in customer care services, particularly those strong in CRM implementation and management. It is especially suited to SMEs, as evidenced by the successful bid from ZephyrComplete Limited, a small to medium-sized enterprise. Businesses with expertise in efficient stakeholder engagement, defect management, and customer relations are well placed to benefit from such contracts, which not only promise growth but also enhance market position by serving a high-profile public authority like the London Borough of Hackney. The services will involve direct customer interactions and high standards required for managing client experience within a substantial residential development project.

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Notice Information

Notice Title

Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

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 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0500e5
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/055998-2025
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

48445000 - Customer Relation Management software package

79342300 - Customer services

79342320 - Customer-care services

Notice Value(s)

Tender Value
£750,000 £500K-£1M
Lots Value
£750,000 £500K-£1M
Awards Value
£502,978 £500K-£1M
Contracts Value
Not specified

Notice Dates

Publication Date
11 Sep 202511 months ago
Submission Deadline
13 Jun 2025Expired
Future Notice Date
22 May 2025Expired
Award Date
11 Sep 202511 months ago
Contract Period
20 Oct 2025 - 20 Apr 2028 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Pending
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
London Borough of Hackney
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
HACKNEY
Postcode
E8 1DY
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
TLI41 Hackney and Newham
Local Authority
Hackney
Electoral Ward
Hackney Central
Westminster Constituency
Hackney South and Shoreditch

Supplier Information

Number of Suppliers
1
Supplier Name

ZephyrComplete Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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