---
title: "Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement"
ocid: "ocds-h6vhtk-0500e5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0500e5"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0500e5.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0500e5.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "LONDON BOROUGH OF HACKNEY"
published: "2025-09-11"
---

# Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

Buyer: LONDON BOROUGH OF HACKNEY  
Current stage: Award  
OCID: ocds-h6vhtk-0500e5

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## Summary

The London Borough of Hackney has completed the procurement process for Customer Care Services under the title "Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement." This initiative is focused within the services industry category in the Hoxton area of Shoreditch, London. The process utilised a selective procurement method under a competitive flexible procedure. The award was issued to ZephyrComplete Limited on 11th September 2025, with a contract period starting on 20th October 2025 and running until 20th April 2028, extendable up to an additional year. Key deadlines included the standstill period ending on 22nd September 2025.

This tender presents a significant opportunity for businesses specialising in customer care services, particularly those strong in CRM implementation and management. It is especially suited to SMEs, as evidenced by the successful bid from ZephyrComplete Limited, a small to medium-sized enterprise. Businesses with expertise in efficient stakeholder engagement, defect management, and customer relations are well placed to benefit from such contracts, which not only promise growth but also enhance market position by serving a high-profile public authority like the London Borough of Hackney. The services will involve direct customer interactions and high standards required for managing client experience within a substantial residential development project.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/055998-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 11 Sep 2025 |
| Submission deadline | 13 Jun 2025 |
| Future notice date | 22 May 2025 |
| Award date | 10 Sep 2025 |
| Contract period | 19 Oct 2025 - 20 Apr 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £750,000 |
| Lots value | £750,000 |
| Awards value | £502,978 |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LONDON BOROUGH OF HACKNEY |
| Locality | HACKNEY |
| Post town | East London |
| Postcode | E8 1DY |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Hackney |
| Electoral ward | Hackney Central |
| Westminster constituency | Hackney South and Shoreditch |
| Delivery location | TLI41 Hackney and Newham |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48445000 - Customer Relation Management software package
- 79342300 - Customer services
- 79342320 - Customer-care services

## Release History

- 11 Sep 2025 at 20:22 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/055998-2025
- 30 May 2025 at 14:16 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/028866-2025
- 10 Apr 2025 at 21:14 - Planning - UK3 - Planned Procurement Notice - https://www.find-tender.service.gov.uk/Notice/014414-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/055998-2025
  11th September 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/028866-2025
  30th May 2025 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/014414-2025
  10th April 2025 - Planned procurement notice on Find a Tender

## Notice URLs

- http://www.hackney.gov.uk
- https://procontract.due-north.com/SupplierRegistration/Register
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-h6vhtk-0500e5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0500e5.json.