---
title: "Homes England - Customer Service Improvement"
ocid: "ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY)"
published: "2024-08-15"
---

# Homes England - Customer Service Improvement

Buyer: HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY)  
Current stage: Award  
OCID: ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb.json)

## Summary

Homes England has undertaken a procurement process to improve their customer service, with a specific focus on handling arrears. The awarded tender titled "Homes England - Customer Service Improvement" falls under the industry category of business services, including law, marketing, consulting, recruitment, printing, and security. This process, classified as a direct award, was completed with Deloitte LLP being selected as the supplier. The awarded contract, valued at £24,000, covers the period from 1st August 2024 to 30th August 2024. Key dates include the tender period ending on 30th July 2024 and the award notice publication on 15th August 2024. The delivery region is England, within the United Kingdom.

This contract presents significant opportunities for businesses specializing in professional services, particularly those experienced in consulting and customer service strategy development. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are especially encouraged to compete for similar tenders in the future. The focus on customer service improvement and arrears management makes this a lucrative opportunity for firms with expertise in strategic planning and process optimization. Participating in such contracts can lead to stronger relationships with public sector organisations such as Homes England, opening doors for future business growth.

## Notice

The Agency are looking to set out the strategy for customer service improvement, particularly focussed on arrears handling. A paper that outlines the strategy and focus areas needs to be developed covering: * Size & scale of portfolio * Arrears definitions * Visual end-end continuum for arrears * Summary level Gantt chart project summary to achieve the full end-end * Full RAID view Awarded via CCS MCF3.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/184d37cb-a60a-4a63-8187-441f9cceb612 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Aug 2024 |
| Submission deadline | 30 Jul 2024 |
| Future notice date | Not specified |
| Award date | 30 Jul 2024 |
| Contract period | 31 Jul 2024 - 30 Aug 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £24,000 |
| Lots value | Not specified |
| Awards value | £24,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY) |
| Locality | NEWCASTLE UPON TYNE |
| Post town | Newcastle upon Tyne |
| Postcode | NE4 5BZ |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Arthur's Hill |
| Westminster constituency | Newcastle upon Tyne Central and West |
| Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | DELOITTE |

## CPV Codes

### Divisions

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

### Codes

- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security

## Release History

- 15 Aug 2024 at 13:26 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/184d37cb-a60a-4a63-8187-441f9cceb612

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/184d37cb-a60a-4a63-8187-441f9cceb612
  15th August 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- https://www.gov.uk/government/organisations/homes-england

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-4d1cae02-b65a-4d70-af77-4e72ba5446eb.json.