Scope
Reference
DN775680
Description
The procurement is for Customer Care Services relating to the Council's Shoreditch Parkside
residential development. The initial procurement will be for a period of 2 years from practical
completion and will include any mobilisation prior to completion of the residential buildings.
Shoreditch Parkside is a mixed-use scheme located next to Shoreditch Park in the Hoxton
area of Shoreditch in the London Borough of Hackney. The scheme is part of a mixed use
development, where Hackney Council is the developer, and pertains to the management of
the two 20 and 25 storey towers which will accomodate 290 private and 30 shared
ownership occupiers. There is one commercial unit at the ground floor of one of the blocks,
which will be retained by the Council. Recovery of Service Charge will be direct with private
owners, and through Hackney leaseholder services for the shared ownership homes.
The primary role of customer care is to be the customer facing role for the purchasers. The
customer care team will assist with the completions processes, undertake key handovers
and assist with the move-in process for all residents. They will oversee the management of all
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snagging and defects in residents' apartments and will manage the rectification of in-
apartment defects through communication channels with the principal contractor and any
sub-contractors. It is important to have a well-established CRM system to track, manage and
report on all customer experience related issues and tasks. This system will be used for client
reporting and further monitor the performance of the customer care team against the pre-
determined KPIs.
Customer Care services for the 51 social rent homes which are also being delivered (as two
separate blocks) in this masterplan are not included in this tender, and will be managed by
Hackney Council as RSL.
Contract 1. Shoreditch Parkside Customer Care
Supplier
Contract value
- £502,978 excluding VAT
- £603,573 including VAT
Above the relevant threshold
Award decision date
11 September 2025
Date assessment summaries were sent to tenderers
11 September 2025
Standstill period
- End: 22 September 2025
- 8 working days
Earliest date the contract will be signed
17 October 2025
Contract dates (estimated)
- 20 October 2025 to 20 April 2028
- Possible extension to 20 April 2029
- 3 years, 6 months, 1 day
Description of possible extension:
The initial period is to cover the two year new home warranty defects period following
completion of the final building. This could be extended by up to one year, subject to
agreement.
Main procurement category
Services
CPV classifications
- 79342300 - Customer services
Contract locations
- UKI41 - Hackney and Newham
Information about tenders
- 2 tenders received
- 2 tenders assessed in the final stage:
- 2 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 1 supplier unsuccessful (details included for contracts over £5 million)
Submission
Submission type
Requests to participate
Procedure
Procedure type
Competitive flexible procedure
Supplier
ZephyrComplete Limited
- Public Procurement Organisation Number: PZQC-1595-QQJR
167-169 Great Portland Street, Fifth Floor
London
W1W 5PF
United Kingdom
Email: hello@zephyrcomplete.com
Region: UKI32 - Westminster
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: Yes
Public service mutual: No
Contract 1. Shoreditch Parkside Customer Care
Contracting authority
London Borough of Hackney
- Public Procurement Organisation Number: PRZC-5592-DDDV
Hackney Service Centre
Hackney
E8 1DY
United Kingdom
Contact name: Giles Bartlett
Telephone: 02083562223
Email: giles.bartlett@hackney.gov.uk
Website: http://www.hackney.gov.uk
Region: UKI41 - Hackney and Newham
Organisation type: Public authority - sub-central government