--- title: "New Build Customer Journey Experience Solutions" ocid: "ocds-h6vhtk-058ccf" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-058ccf" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-058ccf.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-058ccf.json" source: "Find A Tender Service" current_stage: "Award" buyer: "PEABODY TRUST" published: "2025-12-23" --- # New Build Customer Journey Experience Solutions Buyer: PEABODY TRUST Current stage: Award OCID: ocds-h6vhtk-058ccf [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-058ccf) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-058ccf.json) ## Summary Peabody Trust, a public authority in sub-central government based in London, has completed the procurement process for their project titled "New Build Customer Journey Experience Solutions". The project involved delivering a high-quality customer journey for new build residents across different housing tenures including social rented, shared ownership, and market sale. This contract was procured through an open competitive flexible procedure, under the UKPGA legal framework, aiming to enhance customer satisfaction and reduce complaints. The contract was awarded to Integrity UK Ltd, an SME from Marden, and is set to commence on 1st January 2026, running until the end of 2026, with possible extensions up to the end of 2027. The industry category for this tender includes project management, development consultancy, and various business-related services, with an address of delivery being the United Kingdom. This procurement provides significant opportunities for growth, particularly for small and medium enterprises specialising in consultancy services related to project management, development, and customer experience enhancement. Businesses that can deliver innovative and high-standard service solutions tailored to improving customer relationships in the housing sector would be well-suited to such contracts. By securing such a contract, companies can strengthen their reputation and expand their market presence within the UK's public sector, gain experience in managing large scale customer service projects, and potentially secure further business opportunities through extensions and future tenders. ## Notice The contracted service requirement is to create and deliver a satisfying customer journey for new build customers ensuring they feel informed, supported and valued throughout the entire process. The service is to provide end to end implementation and oversight of customer journey touchpoints across new housing developments, ensuring a consistent, high-quality experience for residents across all the various tenures including social rented, shared ownership and market sale. The aim is to deliver an industry-leading customer experience across the entire new build journey evidenced by measurable improvements in customer satisfaction scores, reduced complaints and increased Net Promoter Scores. The service will support internal teams by taking on the delivery of customer facing touchpoints which will allow Peabody colleagues to focus on their core roles whilst ensuring that the customer experience is elevated, consistent and aligned with Peabody's organisational values. The specification includes the setup, adaptation, production and installation of all physical and digital customer assets of each new development, taking into consideration the unique nature of the development and tailoring the service accordingly. The service will also include ongoing coordination, monitoring, survey residents to obtain feedback and continuous improvement. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1003167176 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/086027-2025 | | Notice type | UK7 - Contract Details Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Competitive flexible procedure | | Tender suitability | SME, VCSE | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 23 Dec 2025 | | Submission deadline | 19 Sep 2025 | | Future notice date | Not specified | | Award date | 1 Dec 2025 | | Contract period | 1 Jan 2026 - 31 Dec 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £500,000 | | Lots value | £500,000 | | Awards value | £500,000 | | Contracts value | £700,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | PEABODY TRUST | | Locality | LONDON | | Post town | South East London | | Postcode | SE1 7JB | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Southwark | | Electoral ward | St George's | | Westminster constituency | Bermondsey and Old Southwark | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | INTEGRITY | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support - 73 - Research and development services and related consultancy services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 72224000 - Project management consultancy services - 73220000 - Development consultancy services - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security - 79410000 - Business and management consultancy services - 79415200 - Design consultancy services - 79416200 - Public relations consultancy services ## Release History - 23 Dec 2025 at 19:05 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/086027-2025 - 2 Dec 2025 at 14:05 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/078949-2025 - 1 Sep 2025 at 11:05 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/052767-2025 - 22 Aug 2025 at 13:05 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/050905-2025 - 22 Aug 2025 at 11:05 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/050848-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/086027-2025 23rd December 2025 - Contract details notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/078949-2025 2nd December 2025 - Contract award notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/052767-2025 1st September 2025 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/050905-2025 22nd August 2025 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/050848-2025 22nd August 2025 - Tender notice on Find a Tender ## Notice URLs - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1003167176 - https://www.delta-esourcing.com/respond/NKC3B7599Z - 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-058ccf. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-058ccf.json.