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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https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=998372278
Contract 1
Supplier
Contract value
- £500,000 including VAT
Above the relevant threshold
Award decision date
1 December 2025
Date assessment summaries were sent to tenderers
2 December 2025
Standstill period
- End: 11 December 2025
- 8 working days
Earliest date the contract will be signed
22 December 2025
Contract dates (estimated)
- 1 January 2026 to 31 December 2026
- Possible extension to 31 December 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
Information about tenders
- 1 tender received
- 1 tender assessed in the final stage:
- 1 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 0 suppliers unsuccessful (details included for contracts over £5 million)
Submission
Submission type
Tenders
Procedure
Procedure type
Competitive flexible procedure
Supplier
Integrity UK Ltd
- Companies House: 06701868
Allingham Barn, Summerhill Road
Marden
TN12 9DB
United Kingdom
Email: hello@integrity.co.uk
Region: UKJ45 - Mid Kent
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1
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