Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement
This is a contract result notice, not an open opportunity. Details from the official award data.
The procurement contact named on the official notice.
This is a large award for Business Services — above three-quarters of comparable contracts. Based on 57,319 valued Business Services tenders in our corpus.
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 Page 2 to 5 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.
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- OCID
- ocds-h6vhtk-0500e5
- Stage
- award · Awarded
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- Find a Tender
- Buyer ref
- 055998-2025
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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