Source: https://tendernation.io/opportunities/01a13bb7-d9e0-7242-876e-ef19f292748d/britannia-phase-2b-shoreditch-parkside-customer-care-services-procurement awarded GB restricted procedure Suitable for SMEs # Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement [London Borough of Hackney](https://tendernation.io/buyers/london-borough-of-hackney) Estimated value Not stated Published 11 Sept 2025 Deadline Rolling deadline ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender 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. Read full description ## CPV classification Customer Relation Management software package Customer-care services Source Find a Tender (UK) · Notice ocds-h6vhtk-0500e5-2025-09-11T21:22:49+01:00 [View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-0500e5-2025-09-11T21:22:49+01:00) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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