Scope
Reference
PA0018
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.
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.
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Total value (estimated)
- £500,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 December 2025 to 30 November 2026
- Possible extension to 30 November 2027
- 2 years
Description of possible extension:
upto 12 months extensions
Main procurement category
Services
CPV classifications
- 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
Contract locations
- UK - United Kingdom
Participation
Legal and financial capacity conditions of participation
See PSQ on Delta
Technical ability conditions of participation
See PSQ on Delta
Particular suitability
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Submission
Enquiry deadline
19 September 2025, 11:00pm
Submission type
Tenders
Deadline for requests to participate
26 September 2025, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
1 November 2025
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Criterion 2 | Quality | 60% |
| Criterion 1 | Price | 40% |
Other information
Applicable trade agreements
- Government Procurement Agreement (GPA)
- Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
Initial Conditions of Participation stage with PSQ followed by tender stage.
Contracting authority
Peabody Trust
- Public Procurement Organisation Number: PYJY-3925-DVJD
Minster Court, 45 47 Westminster Bridge Road
London
SE1 7JB
United Kingdom
Region: UKI44 - Lewisham and Southwark
Organisation type: Public authority - sub-central government