Scope
Reference
itt_51
Description
The City of London Corporation (The City Corporation) is commissioning an Information and Advice Service ("The Service").
The Service Provider (also referred to as Lead Provider) will provide a free, impartial and non-judgmental Information and Advice service to service users.
(OPTION 1 - CITY RESIDENTS AND HRA TENANTS ONLY) is commissioned.
The City of London Corporation is re-commissioning the Service. The aim is to make the most effective use of resources, with a focus on early intervention and prevention, and includes duties from legislation, including the Care Act 2014, Children and Families Act 2014 and the Welfare Reform Act 2012.
The service will:
• Deliver effective outcomes for service users who require information and advice
• Maximise the potential for efficiency savings and ensure that the service can continue to demonstrate value for money whilst delivering outstanding outcomes for service users.
• Deliver a service that meets the needs of The City Corporation's diverse communities
The document describes the service to be provided by the Service Provider.
Information is provided on the local service context, the required quality standards and Key Performance Indicators (KPI) that will be used to monitor the service.
Different levels of information and advice will be required on a variety of levels, including self-help support (signposting service users to sources of information and guidance, providing webinars, online guided support) through to complex casework comprising multiple agencies. Although not expected to provide legal advice directly, the service would be expected to enable and facilitate access to free legal advice and representation, including at Court hearings, welfare benefit appeal tribunals and employment tribunals.
Bids will be accepted from single organisations who can satisfy the requirements of the specification themselves, or from a Lead Provider who sub-contracts elements of the service to other specialist organisations. The City of London will contract with the Lead Provider.
Following a 3 month mobilisation period, the service will be delivered for a three (3) year period beginning in November 2025, with an option to extend for a further two periods each of 12 months after the initial contract term.
The Service will consist of four service components. The components are designed to link and work together and it is the responsibility of the Lead Provider to enable this.
• Service Component 1 - Lead Provider Management function
Coordinating and performance managing the other components, monitoring and evaluation, maintaining accreditation, and representing the service
• Service Component 2 - Open access Information and Advice across multiple channels (Triage model)
Open access Information and Advice across multiple channels (Triage model): Provision of initial contact and first step information and advice to clients across a range of channels, including but not limited to face-to-face surgeries, phone lines, website and self-service options.
• Service Component 3 - Pro-active awareness raising and education
Pro-active awareness raising and education, including pro-active targeting of Service Users to promote and raise awareness of information and advice services available, supporting training and encouraging self-help to users, including webinars and talks.
• Service Component 4 - Specialist Advice / Casework
This component includes areas where more intensive, specialist support is needed and case management is required, including either multiple contacts with an advisor, or where the advisor takes action on behalf of the client to address the issue. This will potentially include representing a client in court and could include referrals to outside agencies or partners, which would be at no cost to the client.
Contract 1. City Advice Service
Supplier
Contract value
- £950,000 excluding VAT
- £1,140,000 including VAT
Above the relevant threshold
Award decision date
17 July 2025
Date assessment summaries were sent to tenderers
21 July 2025
Standstill period
- End: 31 July 2025
- 8 working days
Earliest date the contract will be signed
4 August 2025
Contract dates (estimated)
- 1 November 2025 to 31 October 2028
- Possible extension to 31 October 2030
- 5 years
Description of possible extension:
Optional 2 year extension
Main procurement category
Services
Options
The right to additional purchases while the contract is valid.
Optional 2 years extension
CPV classifications
- 75200000 - Provision of services to the community
Contract locations
- UKI - London
Information about tenders
- 1 tender received
- 1 tender assessed in the final stage:
- 1 submitted by small and medium-sized enterprises (SME)
- 1 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 0 suppliers unsuccessful (details included for contracts over £5 million)
Procedure
Procedure type
Open procedure
Special regime
Light touch
Supplier
Toynbee Hall
- Public Procurement Organisation Number: PWDG-4746-DHZG
28 Commercial Street
London
E1 6LS
United Kingdom
Region: UKI42 - Tower Hamlets
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): Yes
Supported employment provider: No
Public service mutual: No
Contract 1. City Advice Service
Contracting authority
The Mayor and Commonalty and Citizens of the City of London
- Public Procurement Organisation Number: PYQD-1693-MYXR
PO Box 270
City of London
EC2P 2EJ
United Kingdom
Contact name: Mohammad Mostafa
Telephone: 020 7332 3819
Email: mohammad.mostafa@cityoflondon.gov.uk
Website: https://www.cityoflondon.gov.uk
Region: UKI43 - Haringey and Islington
Organisation type: Public authority - sub-central government