Responsive Repairs, Voids, Planned and Cyclical Maintenance Term Contract.

Descriptions

The Contract will encompass the undertaking of Day to Day Responsive and Voids Repairs (including Out of Hours Emergency Works, Call-Centre and Call-Handling Provision), Planned Maintenance and Cyclical Maintenance to social housing individual dwellings, schemes, hostels and offices, owned or managed by Christian Action. The issue of Planned and Cyclical Maintenance works will be dependent and conditional on satisfactory performance in respect of Day to Day Responsive and Void Repairs.The contract is likely to be let using the NHF Schedule of Rates suite of documentation and is likely to involve work relating to all usual building trades but gas safety checks, servicing, repairs and installations are excluded from the scope. Separate contracts will not be awarded for individual trades.Key characteristics of the contract are likely to be, but are not limited to:— an initial term of 3 years, with an option for Christian Action to extend biennially for up to a further 4 years, subject to annual performance reviews;— payment mechanism incorporating contractor incentives, based on schedule(s) of rates, basket rates and or agreed schedules with provision at Christian Action's option, at some future date, to convert to fixed annual price per property in respect of responsive and void repairs;— IT software / system integration and full interfacing possibly including CRM, asset management systems, real time working, data collection and reporting;— provisions requiring delivery of a customer focused service and showing commitment to providing an effective service that gives value for money to Christian Action and its residents, leaseholders and all other customers and must be responsive to achieve collaborative working practices, innovation and continuous improvement;— operation of a 100 % repairs by appointment system and showing commitment to at least maintaining but improving Christian Action's excellent performance in relation to customer satisfaction, value for money and other local performance indicators;— provisions for regular monthly, quarterly and annual performance meetings reviews; production of progress reports; early termination and also meeting, maintaining and improving on Key Performance Indicators and the development of year on year efficiency savings;— provision of contact centre and full repairs call-handling service;— requirement to provide, maintain and operate from an office locally within Enfield or immediate vicinity;— requirement to employ contract dedicated staff to deliver the service;Christian Action intends that the contract acts as a catalyst to the provision of social value, delivery of community development initiatives and apprenticeship/trainee programs to its residents and their communities. Accordingly, the appointed economic operator will be required to actively participate in achieving these objectives and contract performance conditions may relate to social and environmental considerations. The economic operator's technical ability to meet these requirements may be assessed at the pre-qualification stage and criteria which assess the manner in which the appointed economic operator will meet these requirements may also be included within the contract award criteria. Further details will be provided in the pre-qualification questionnaire and tender documents.Economic operators are advised that the terms of the Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE) may apply to the existing workforce employed by the incumbent contractors in relation to the works to be performed by the successful economic operators under the proposed new contract.Further information relating to the TUPE details of the incumbents will, if and to the extent available, be provided at the tender stage of the procurement process.