Shoreditch Parkside Residential Customer Care Services

Hackney Council is seeking a Customer Care Services provider for the Shoreditch Parkside residential development in Hoxton, London. This mixed-use scheme comprises two residential towers (20 and 25 storeys) accommodating 290 private owners and 30 shared ownership residents, plus one retained commercial unit. The contract runs for 2 years from practical completion, including pre-completion mobilisation. Key responsibilities include: providing customer-facing support during completion and handover processes; managing the move-in experience for all residents; overseeing snagging and defect management in apartments; coordinating defect rectification with the principal contractor and sub-contractors; and maintaining a robust CRM system to track customer issues, generate reports, and monitor team performance against KPIs. Service charge recovery will be managed directly with private owners and through Hackney leaseholder services for shared ownership residents. The 51 social rent homes in the masterplan are excluded from this tender and will be managed separately by Hackney Council as the RSL. Suppliers should have proven experience in residential customer care, project management systems, and stakeholder communication across large-scale housing developments.