Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

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    "date": "2025-09-11T21:22:49+01:00",
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            "id": "GB-PPON-PRZC-5592-DDDV",
            "name": "London Borough of Hackney",
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                "scheme": "GB-PPON",
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            "contactPoint": {
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            "name": "ZephyrComplete Limited",
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                "id": "PZQC-1595-QQJR"
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            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement",
        "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.",
        "status": "complete",
        "items": [
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                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "48445000",
                        "description": "Customer Relation Management software package"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79342320",
                        "description": "Customer-care services"
                    }
                ],
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                        "region": "UKI41",
                        "country": "GB",
                        "countryName": "United Kingdom"
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        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
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            "acceleratedRationale": "Qualifying planned procurement notice",
            "features": "Hackney Council has designed this Procurement Process to utilise the option to limit the number of Participating Suppliers. Hackney Council will invite up to 4 Suppliers to submit Tenders. This limit ensures a manageable and proportionate process while maintaining adequate competition. In the event that there are no Suppliers/or only one Supplier who is deemed suitable, Hackney Council reserves the rights to abandon this Procurement Process and make a Direct Award under Schedule 5(6) PA23 and publish the relevant notices."
        },
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                    "endDate": "2028-04-21T23:59:59+01:00",
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                "hasRenewal": true,
                "renewal": {
                    "description": "Option to extend for 12 months."
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                "value": {
                    "amountGross": 750000,
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                "secondStage": {
                    "maximumCandidates": 4
                },
                "selectionCriteria": {
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                            "type": "economic",
                            "description": "Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender."
                        },
                        {
                            "type": "technical",
                            "description": "Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender."
                        },
                        {
                            "description": "Suppliers are required to respond to the Conditions of Participation set out in the Project Specific Questionnaire, which cover Financial Capacity, Legal Capacity, Technical Ability, and Additional Questions (e.g. data processing). In addition to providing details of three relevant contracts, suppliers are required to respond to 3 Project Specific Questions. These questions will be scored, based on the weightings provided, in order to select the top 4 scoring bidders to be invited to tender.",
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        "submissionMethodDetails": "Tenders will require to be submitted via the Council's nominated e-tendering portal (anticipated to be ProContract). Suppliers are advised to register if they are not already signed up to this portal. Registration is free. https://procontract.due-north.com/SupplierRegistration/Register",
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