Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

{
  "awards": [
    {
      "aboveThreshold": true,
      "assessmentSummariesDateSent": "2025-09-11T00:00:00+01:00",
      "contractPeriod": {
        "endDate": "2028-04-20T23:59:59+01:00",
        "maxExtentDate": "2029-04-20T23:59:59+01:00",
        "startDate": "2025-10-20T00:00:00+01:00"
      },
      "date": "2025-09-11T00:00:00+01:00",
      "documents": [
        {
          "datePublished": "2025-09-11T21:22:49+01:00",
          "description": "Contract award notice on Find a Tender",
          "documentType": "awardNotice",
          "format": "text/html",
          "id": "055998-2025",
          "noticeType": "UK6",
          "url": "https://www.find-tender.service.gov.uk/Notice/055998-2025"
        }
      ],
      "hasRenewal": true,
      "id": "1",
      "items": [
        {
          "additionalClassifications": [
            {
              "description": "Customer services",
              "id": "79342300",
              "scheme": "CPV"
            }
          ],
          "deliveryAddresses": [
            {
              "country": "GB",
              "countryName": "United Kingdom",
              "region": "UKI41"
            }
          ],
          "id": "1",
          "relatedLot": "1"
        }
      ],
      "mainProcurementCategory": "services",
      "milestones": [
        {
          "dueDate": "2025-10-17T23:59:59+01:00",
          "id": "1",
          "status": "scheduled",
          "type": "futureSignatureDate"
        }
      ],
      "relatedLots": [
        "1"
      ],
      "renewal": {
        "description": "The initial period is to cover the two year new home warranty defects period following\ncompletion of the final building. This could be extended by up to one year, subject to\nagreement."
      },
      "standstillPeriod": {
        "endDate": "2025-09-22T23:59:59+01:00"
      },
      "status": "pending",
      "suppliers": [
        {
          "id": "GB-PPON-PZQC-1595-QQJR",
          "name": "ZephyrComplete Limited"
        }
      ],
      "title": "Shoreditch Parkside Customer Care",
      "value": {
        "amount": 502978,
        "amountGross": 603573,
        "currency": "GBP"
      }
    }
  ],
  "bids": {
    "statistics": [
      {
        "id": "1",
        "measure": "bids",
        "relatedLot": "1",
        "value": 2
      },
      {
        "id": "2",
        "measure": "finalStageBids",
        "relatedLot": "1",
        "value": 2
      },
      {
        "id": "3",
        "measure": "smeFinalStageBids",
        "relatedLot": "1",
        "value": 2
      },
      {
        "id": "4",
        "measure": "vcseFinalStageBids",
        "relatedLot": "1",
        "value": 0
      }
    ]
  },
  "buyer": {
    "id": "GB-PPON-PRZC-5592-DDDV",
    "name": "London Borough of Hackney"
  },
  "date": "2025-09-11T21:22:49+01:00",
  "id": "055998-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-0500e5",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Hackney",
        "postalCode": "E8 1DY",
        "region": "UKI41",
        "streetAddress": "Hackney Service Centre"
      },
      "contactPoint": {
        "email": "giles.bartlett@hackney.gov.uk",
        "name": "Giles Bartlett",
        "telephone": "02083562223"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ],
        "url": "http://www.hackney.gov.uk"
      },
      "id": "GB-PPON-PRZC-5592-DDDV",
      "identifier": {
        "id": "PRZC-5592-DDDV",
        "scheme": "GB-PPON"
      },
      "name": "London Borough of Hackney",
      "roles": [
        "buyer"
      ]
    },
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "London",
        "postalCode": " W1W 5PF",
        "region": "UKI32",
        "streetAddress": "167-169 Great Portland Street, Fifth Floor"
      },
      "contactPoint": {
        "email": "hello@zephyrcomplete.com"
      },
      "details": {
        "publicServiceMissionOrganization": false,
        "scale": "sme",
        "shelteredWorkshop": true,
        "vcse": false
      },
      "id": "GB-PPON-PZQC-1595-QQJR",
      "identifier": {
        "id": "PZQC-1595-QQJR",
        "scheme": "GB-PPON"
      },
      "name": "ZephyrComplete Limited",
      "roles": [
        "supplier"
      ]
    }
  ],
  "tag": [
    "award",
    "contract"
  ],
  "tender": {
    "description": "The procurement is for Customer Care Services relating to the Council\u0027s Shoreditch Parkside\nresidential development. The initial procurement will be for a period of 2 years from practical\ncompletion and will include any mobilisation prior to completion of the residential buildings.\nShoreditch Parkside is a mixed-use scheme located next to Shoreditch Park in the Hoxton\narea of Shoreditch in the London Borough of Hackney. The scheme is part of a mixed use\ndevelopment, where Hackney Council is the developer, and pertains to the management of\nthe two 20 and 25 storey towers which will accomodate 290 private and 30 shared\nownership occupiers. There is one commercial unit at the ground floor of one of the blocks,\nwhich will be retained by the Council. Recovery of Service Charge will be direct with private\nowners, and through Hackney leaseholder services for the shared ownership homes.\nThe primary role of customer care is to be the customer facing role for the purchasers. The\ncustomer care team will assist with the completions processes, undertake key handovers\nand assist with the move-in process for all residents. They will oversee the management of all\nPage 2 to 5\nsnagging and defects in residents\u0027 apartments and will manage the rectification of in-\napartment defects through communication channels with the principal contractor and any\nsub-contractors. It is important to have a well-established CRM system to track, manage and\nreport on all customer experience related issues and tasks. This system will be used for client\nreporting and further monitor the performance of the customer care team against the pre-\ndetermined KPIs.\nCustomer Care services for the 51 social rent homes which are also being delivered (as two\nseparate blocks) in this masterplan are not included in this tender, and will be managed by\nHackney Council as RSL.",
    "id": "DN775680",
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "id": "1",
        "status": "complete"
      }
    ],
    "procurementMethod": "selective",
    "procurementMethodDetails": "Competitive flexible procedure",
    "status": "complete",
    "title": "Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement"
  }
}