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Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

London Borough of Hackney

This public procurement record has 4 releases in its history.

Award

09 Oct 2026 at 11:25

UK7 - Contract Details Notice
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 procured customer care services for its Shoreditch Parkside residential development in Hoxton, Hackney. The service supports purchasers and residents of 290 private and 30 shared-ownership homes across two tower blocks, with one ground-floor commercial unit retained by the Council. Work covers supporting home completions and key handovers, helping residents move in, and managing apartment snagging and defects. The provider liaises with the principal contractor and subcontractors to coordinate repairs, and uses a customer relationship management system to track issues and tasks, report to the Council and monitor performance against key performance indicators. Customer care for 51 social-rent homes in separate blocks is outside this procurement and is managed by the Council.

The procurement is complete and the contract was awarded to ZephyrComplete Limited. The award was made on 11 September 2025 for £502,978 excluding VAT (£603,573 including VAT). The signed contract runs from 22 October 2025 to 21 April 2028, with an option to extend by up to one year, subject to agreement; the stated maximum end date is 20 April 2029. Hackney used a competitive flexible procedure with a selective, accelerated process. Suppliers were assessed on quality and price, weighted 60% and 40% respectively. The initial selection stage considered financial and legal capacity, technical ability, data-processing matters, three relevant contracts and three project-specific questions; up to four suppliers could proceed to tender. Two bids reached the final stage. The opportunity was identified as suitable for SMEs.

This award indicates demand for a customer-facing team able to support residents through completion, handover and moving in, then manage snagging and defects in newly built homes. A credible provider needs to coordinate effectively with a principal contractor and subcontractors, resolve apartment defects, and maintain clear communication with purchasers and residents. Hackney also required an established CRM system capable of tracking and reporting customer issues and tasks, supporting client reporting and monitoring performance against KPIs. Relevant experience should include comparable residential customer-care contracts, with evidence across three relevant contracts, alongside the financial, legal and technical capacity to deliver. The requirement is focused on private and shared-ownership homes; social-rent homes in the wider development are handled separately by the Council.

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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 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.

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/095567-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details 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
£502,978 £500K-£1M

Notice Dates

Publication Date
9 Oct 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
22 May 2025Expired
Award Date
11 Sep 20251 years ago
Contract Period
22 Oct 2025 - 21 Apr 2028 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

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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