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Complaint Handling System

London Borough of Bromley

This public procurement record has 1 release in its history.

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08 Sep 2026 at 09:19

UK7 - Contract Details Notice
Summary of the contracting process

London Borough of Bromley procured a complaints management system to support its statutory duties. The system logs, monitors and reports on complaints received by the council, and is also used for enquiries from Members of Parliament. The council may use it in future to manage enquiries from elected council Members. This is a software package and information system requirement, delivered for the council in Bromley, London. The opportunity is therefore relevant to software suppliers with a public-sector complaints or case-management product, particularly systems that can provide structured case logging, monitoring, reporting and handling of related enquiry workflows for a local authority.

The procurement is complete and has been awarded following a below-threshold limited competition. One lot was awarded to RESPOND GROUP LIMITED, and the contract is active. The contract was signed on 1 January 2026 and runs from 1 January 2026 to 31 December 2029. Its value is £81,988 excluding VAT, or £98,385 including VAT. The council holds an option for one three-year extension on the same terms, giving a maximum contract end date of 31 December 2033. The published outcome identifies software and information systems as the awarded requirement. No award date or detailed evaluation weighting is stated in the procurement information.

This award demonstrates a defined local-authority demand for software that manages complaints from receipt through monitoring and reporting, while also supporting MP enquiries and potentially Member enquiries. Competitors preparing for a future requirement with London Borough of Bromley would need a mature complaints or case-management platform, with clear workflows for recording cases, tracking progress and producing management or statutory reports. Experience of supporting public-sector complaint-handling obligations would be commercially relevant, as would the ability to accommodate different enquiry types within one system without losing auditability or reporting consistency. Suppliers should be able to demonstrate reliable operation for a council environment and explain how their product supports both operational users and formal reporting needs.

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Notice Information

Notice Title

Complaint Handling System

Notice Description

The Council requires a complaints management system to log, monitor and report on the complaints it receives, in accordance with its statutory duties. The system is also used for MP enquiries and could in due course also manage Member enquiries if the Council so wished.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06f421
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/084701-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Limited
Procurement Method Details
Below threshold - limited competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£81,988 Under £100K

Notice Dates

Publication Date
8 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Jan 2026 - 31 Dec 2029 4-5 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 Bromley
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BROMLEY
Postcode
BR1 1DP
Postcode Area
Bromley
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI6 Outer London - South
Small Region (ITL 3)
TLI61 Bromley
Delivery Location
Not specified
Local Authority
Bromley
Electoral Ward
Bromley Town
Westminster Constituency
Bromley and Biggin Hill

Supplier Information

Number of Suppliers
1
Supplier Name

RESPOND GROUP 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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