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Hornbill Subscription and Maintenance

Financial Ombudsman Service

This public procurement record has 1 release in its history.

Award

25 Sep 2026 at 14:21

Award Notice
Summary of the contracting process

The Financial Ombudsman Service bought licensing, support and maintenance for its Hornbill service management software. The requirement covers the software subscription and ongoing assistance to maintain and support the service management system. It is an IT software and support service (CPV 72000000), rather than a purchase of general IT consultancy or bespoke software development. The buyer is the Financial Ombudsman Service, based in London, and the delivery location is recorded as the United Kingdom. The contract was awarded to Hornbill Technologies Limited, the software provider named in the procurement. This is a focused software-specific requirement: suppliers would need to provide or support Hornbill service management software and cover its licensing, maintenance and support needs.

The procurement is complete and the contract was awarded to Hornbill Technologies Limited. The award was made on 17 September 2026; the contract is recorded as active and signed on that date. Its value is £245,490.72. The buyer used a limited call-off procedure under the Crown Commercial Service G-Cloud 14 framework, Lot 2 for cloud software, without publishing a prior call for competition. One bid was recorded. Price was the stated award criterion. The tender contained one lot covering the licensing, support and maintenance requirement, although that lot is marked cancelled while the award and contract are recorded as active. No contract period dates or duration are provided in the data, so the length of the agreement cannot be established from these details.

This award demonstrates demand from the Financial Ombudsman Service for a continuing subscription, support and maintenance arrangement for Hornbill service management software, procured through the G-Cloud cloud software framework. A credible competitor when this buyer next purchases the requirement would need to supply or support the Hornbill platform, manage its software licensing, and deliver reliable ongoing maintenance and user support. The incumbent was a specialist software supplier, and the recorded competition consisted of a single bid, with price the stated basis for evaluation. Suppliers should therefore be able to meet the technical and service requirements for this specific platform and offer a competitive price through the relevant framework call-off route. The work is suited to providers with the product capability and support capacity to maintain a business-critical service management system, rather than firms offering unrelated IT services.

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Notice Information

Notice Title

Hornbill Subscription and Maintenance

Notice Description

Licencing support and maintenance for Hornbill service management software.

Lot Information

Lot 1

Licensing, support and maintenance for Hornbill service management software.

Procurement Information

The contract was awarded as a call-off under the Crown Commercial Service G-Cloud 14 Framework Agreement (RM1557.14), Lot 2 Cloud Software. The award was made in accordance with the call-off procedure provided under the framework.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-077aab
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/091037-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£245,490 £100K-£500K

Notice Dates

Publication Date
25 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Financial Ombudsman Service
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E14 9SR
Postcode Area
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

Hornbill Technologies Limited

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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