New Build Customer Journey Experience Solutions

{
  "buyer": {
    "id": "GB-PPON-PYJY-3925-DVJD",
    "name": "Peabody Trust"
  },
  "date": "2025-08-22T12:05:12+01:00",
  "id": "050848-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-058ccf",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": "SE1 7JB",
        "region": "UKI44",
        "streetAddress": "Minster Court, 45 47 Westminster Bridge Road"
      },
      "contactPoint": {
        "email": "damon.pickard@peabody.org.uk",
        "name": "Damon Pickard",
        "telephone": "02070214444"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
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        ]
      },
      "id": "GB-PPON-PYJY-3925-DVJD",
      "identifier": {
        "id": "PYJY-3925-DVJD",
        "scheme": "GB-PPON"
      },
      "name": "Peabody Trust",
      "roles": [
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  "tender": {
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    "awardPeriod": {
      "endDate": "2025-11-01T23:59:59+00:00"
    },
    "coveredBy": [
      "GPA",
      "CPTPP"
    ],
    "description": "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.\nThe 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\u2019s organisational values.\nThe 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.\nTo view this notice, please click here: \nhttps://www.delta-esourcing.com/delta/viewNotice.html?noticeId=974280554",
    "documents": [
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        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "datePublished": "2025-08-22T12:05:12+01:00",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "050848-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/050848-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-09-19T23:00:00+01:00"
    },
    "expressionOfInterestDeadline": "2025-09-26T12:00:00+01:00",
    "id": "PA0018",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Project management consultancy services",
            "id": "72224000",
            "scheme": "CPV"
          },
          {
            "description": "Development consultancy services",
            "id": "73220000",
            "scheme": "CPV"
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          {
            "description": "Business services: law, marketing, consulting, recruitment, printing and security",
            "id": "79000000",
            "scheme": "CPV"
          },
          {
            "description": "Business and management consultancy services",
            "id": "79410000",
            "scheme": "CPV"
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          {
            "description": "Design consultancy services",
            "id": "79415200",
            "scheme": "CPV"
          },
          {
            "description": "Public relations consultancy services",
            "id": "79416200",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Criterion 1",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            },
            {
              "name": "Criterion 2",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2026-11-30T23:59:59+00:00",
          "maxExtentDate": "2027-11-30T23:59:59+00:00",
          "startDate": "2025-12-01T00:00:00+00:00"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "upto 12 months extensions"
        },
        "selectionCriteria": {
          "criteria": [
            {
              "description": "See PSQ on Delta",
              "type": "economic"
            },
            {
              "description": "See PSQ on Delta",
              "type": "technical"
            }
          ]
        },
        "status": "active",
        "suitability": {
          "sme": true,
          "vcse": true
        },
        "value": {
          "amountGross": 500000.0,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "Initial Conditions of Participation stage with PSQ followed by tender stage."
    },
    "procurementMethod": "open",
    "procurementMethodDetails": "Competitive flexible procedure",
    "status": "active",
    "submissionMethodDetails": "https://www.delta-esourcing.com/",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "title": "New Build Customer Journey Experience Solutions",
    "value": {
      "amountGross": 500000.0,
      "currency": "GBP"
    }
  }
}