Public procurement notice: Services Concession
Published: 2020-07-23
Buyer: Homes England (the name adopted by the Homes and Communities Agency)
Country: UK
Contract type: Services
Procedure: Concession award procedure
CPV classification: 48812000: Financial information systems | 75112000
Estimated value: 30000000 GBP
Submission deadline: 2020-08-20
Award criteria: Other

Technical requirements: Homes England is seeking a solution to administer loans entered into by borrowers participating in a range of nominated Government home ownership schemes principally the Help to Buy Equity Mortgage Scheme (and the new proposed Help to Buy First time Buyers starting in April 2021). There are some Legacy schemes with small numbers of borrowers (the London wide initiative, first time buyers initiative, home buy direct (including kick start) and FirstBuy).
Homes England is procuring the service through separate lots. This procurement provides for the delivery via:
The estimated value at II.1.5) is the value to the concessionaire and is for the initial 5 years only (60 months).
The contracting authority will award either lot 1A and lot 1B or it will award lot 2. Refer to memorandum of information for more details.
This lot covers the provision of a software solution to manage equity loans for Homes England customers’ transactions including automated payment handling for administrative fees and interest and arrears via BACS, credit cards and cheques, secure transfers, rate changes and calculations, arrears handling and collection strategies, through to loan redemption and reporting of loan activity and transaction volumes.
This lot covers the delivery of customer services via telephone, email, letter and other communications channels for Homes England customers who hold an equity loan. This lot also covers the back-office administration requirements, including fulfilment, to support the Equity Loan portfolio. The service will also be subject to FCA regulation and there is a requirement for the operation to hold FCA authorisation.
This lot also includes requirements for the provision of a telephony system to support the handling of customer inbound and outbound phone calls, the provision of systems to automate the routing of email, SMS and social media channels and provide the supporting Management Information relating to the volume of contacts, types of enquiries and workload for all channels.
This lot will be a combined lot including the requirements of both lot 1A and 1B — the requirements of which are repeated below.
This lot covers the provision of a software solution to manage equity loans for Homes England customers’ transactions including automated payment handling for administrative fees and interest and arrears via BACS, credit cards and cheques, secure transfers, rate changes and calculations, arrears handling and collection strategies, through to loan redemption and reporting of loan activity and transaction volumes.
This lot covers the delivery of customer services via telephone, email, letter and other communications channels for Homes England customers who hold an equity loan. This lot also covers the back-office administration requirements, including fulfilment, to support the Equity Loan portfolio. The service will also be subject to FCA regulation and there is a requirement for the operation to hold FCA authorisation.
This lot also includes requirements for the provision of a telephony system to support the handling of customer inbound and outbound phone calls, the provision of systems to automate the routing of email, SMS and social media channels and provide the supporting management information relating to the volume of contacts, types of enquiries and workload for all channels.
Tenderers wishing to be considered must register their expression of interest and submit a tender through our eTendering system. If not already registered, you should register at https://procontract.due-north.com/Login
This procurement and award are subject to the UK Government transparency arrangements and is subject to the Freedom of information Act 2000. We take a zero-tolerance approach to bribery and corruption see https://www.gov.uk/government/publications/anti-bribery-and-corruption-policy.
Homes England is committed to protecting personal data, see https://www.gov.uk/government/organisations/homes-england/about/personal-information-charter.
It is envisaged that the evaluation criteria for the invitation to tender will include matters relating to the ability to meet our technology requirements, ability to meet our services requirements, partnering and collaboration and incorporate considerations including but not limited to equality and diversity and social value.

Eligibility requirements: Selection criteria as stated in the procurement documents.

Award value: 30000000