Procurement

Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

Procurement identifier (OCID): ocds-h6vhtk-0500e5

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.