Shoreditch Parkside Customer Care contract awarded to ZEPHYRCOMPLETE LIMITED

Tender information last checkedLast checked 9 Oct 2026, 12:46.

Opportunity overview

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 Page 2 to 7 development, where Hackney Council is the developer, and pertains to the management of the two 20 and 25 storey towers which will accommodate 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 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 predetermined 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.

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

ZephyrComplete Limited

Matched by exact name

Published award value: £503k
Awarded: 10 Sept 2025
Award ID: 1
Status: active
Identifier: GB-PPON PZQC-1595-QQJR
Location: London, UKI32, W1W 5PF, United Kingdom

Classification

No classification was supplied.

Lots

Lot 1Value not stated

Documents and notices

Contract details notice on Find a TenderOpen source ↗

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id: DN775680
Status: complete
Procurement Method: selective
Procurement Method Details: Competitive flexible procedure

Legal basis

Id: 2023/54
Scheme: UKPGA
Uri: https://www.legislation.gov.uk/ukpga/2023/54/contents ↗

Lots and requirements

Entry 1

Id: 1
Status: complete

Published documents

Entry 1

Id: conflictOfInterest
Document Type: conflictOfInterest
Description: Not published

Buyer, suppliers and contacts

Organisation 1

Name: London Borough of Hackney
Id: GB-PPON-PRZC-5592-DDDV

Identifier

Scheme: GB-PPON
Id: PRZC-5592-DDDV

Address

Street Address: Hackney Service Centre
Locality: Hackney
Postal Code: E8 1DY
Country: GB
Country Name: United Kingdom
Region: UKI41

Contact

Email: procurement.admin@hackney.gov.uk
Telephone: 020 8356 3000

Roles

buyer

Details

Url: http://www.hackney.gov.uk ↗

Classifications

Entry 1

Scheme: UK_CA_TYPE
Id: publicAuthoritySubCentralGovernment
Description: Public authority - sub-central government

Organisation 2

Name: ZephyrComplete Limited
Id: GB-PPON-PZQC-1595-QQJR

Identifier

Scheme: GB-PPON
Id: PZQC-1595-QQJR

Address

Street Address: 167-169 Great Portland Street, Fifth Floor
Locality: London
Postal Code: W1W 5PF
Country: GB
Country Name: United Kingdom
Region: UKI32

Contact

Email: hello@zephyrcomplete.com

Roles

supplier

Details

Scale: sme
Vcse: No
Public Service Mission Organization: No
Sheltered Workshop: Yes

Award information

Award 1

Id: 1
Status: active
Main Procurement Category: services

Items

Item 1

Id: 1
Related Lot: 1

Additional Classifications

Entry 1

Scheme: CPV
Id: 79342300
Description: Customer services

Delivery locations

Entry 1

Region: UKI41
Country: GB
Country Name: United Kingdom

Suppliers

Supplier 1

Id: GB-PPON-PZQC-1595-QQJR
Name: ZephyrComplete Limited

Related lots

Contracts and changes

Entry 1

Id: 1
Award ID: 1
Title: Shoreditch Parkside Customer Care
Status: active
Has Renewal: Yes
Above Threshold: Yes
Date Signed: 22 Oct 2025, 00:00

Period

Starts: 22 Oct 2025, 00:00
Ends: 21 Apr 2028, 23:59
Max Extent Date: 20 Apr 2029, 23:59

Renewal

Description: The initial period is to cover the two year new home warranty defects period following completion of the final building. This could be extended by up to one year, subject to agreement.

Value

Including VAT: 603,573
Amount: 502,978
Currency: GBP

Documents

Entry 1

Id: 095567-2026
Document Type: contractNotice
Notice Type: UK7
Description: Contract details notice on Find a Tender
Url: https://www.find-tender.service.gov.uk/Notice/095567-2026 ↗
Published: 9 Oct 2026, 11:25
Format: text/html

Recorded locations

Buyer location · Hackney · UKI41 · E8 1DY · United Kingdom

Notice and amendment history

2 published notice versions reviewed by ProcuraAxis.

2 VERSIONS

ocds-h6vhtk-0500e5-2025-09-11T21:22:49+01:00Planned procurement notice on Find a Tender · 11 Sept 2025, 21:22
095567-2026Contract details notice on Find a Tender · 9 Oct 2026, 11:25

PROCURAAXIS AWARD ANALYSIS

Award outcome intelligence

Evidence-bound analysis of the published award appears below the official tender and award information.

ANALYSIS PREVIEW

Award intelligence at a glance

London Borough of Hackney awarded and signed a customer-care services contract for its Shoreditch Parkside residential development to ZEPHYRCOMPLETE LIMITED. The contract covers resident handovers, move-in support, defects and snagging coordination, and CRM-based reporting.

Published outcome signals

Procurement statusCompleteEvidence: Tender status is recorded as "complete"; lot 1 is also "complete".
Award statusActiveEvidence: Award 1 is recorded with status "active".
Contract statusActive and signedEvidence: Contract 1 has status "active" and dateSigned of 2025-10-22.

96% approved-analysis confidence1 supplier record analysed4 source limitations

SOURCE AND FRESHNESS

Traceable procurement data

Source: Find a Tender
Notice reference: 095567-2026
OCID: ocds-h6vhtk-0500e5
First published: 11 Sept 2025
Last checked: 9 Oct 2026, 12:46
Notice versions reviewed: 2

View Find a Tender notice ↗

HOW THIS WAS PREPARED

Approved, evidence-bound analysis

ProcuraAxis structures information found in published procurement records, checks the result for consistency and publishes only approved analysis. Confidence describes the completeness and consistency of the available source information; it is not a guarantee of eligibility or contract award.

Analysis status: Approved for publication
Analysed: 9 Oct 2026

Read the analysis methodology →

AWARD OUTCOME

What happened

Published outcome

One active award and contract, covering lot 1, is recorded for ZEPHYRCOMPLETE LIMITED. The signed contract value is £502,978 excluding VAT (£603,573 including VAT).

Market significance

This is a customer-services appointment supporting a mixed-use Hackney development with 290 private and 30 shared-ownership homes. The contract may extend by up to one year by agreement.

AWARDED SUPPLIERS AND LOTS

1 supplier record analysed

ZEPHYRCOMPLETE LIMITED

99% confidence

Award 1 · Lots 1 · £502,978 excluding VAT; £603,573 including VAT GBP · Verified legal supplier; active award and contract

View supporting evidence

The award names ZephyrComplete Limited as supplier. Supplier verification identifies the legal company name as ZEPHYRCOMPLETE LIMITED (company number 13503372), matched by exact name. Contract 1 is linked to award 1 and gives values of £502,978 net and £603,573 gross.

LIFECYCLE

Award or contract stage

Procurement status

98% confidence

Complete

View supporting evidence

Tender status is recorded as "complete"; lot 1 is also "complete".

Award status

98% confidence

Active

View supporting evidence

Award 1 is recorded with status "active".

Contract status

99% confidence

Active and signed

View supporting evidence

Contract 1 has status "active" and dateSigned of 2025-10-22.

VALUES

Published values explained

Signed contract value excluding VAT

99% confidence

£502,978

View supporting evidence

Contract 1 value.amount is 502978 GBP.

Signed contract value including VAT

99% confidence

£603,573

View supporting evidence

Contract 1 value.amountGross is 603573 GBP.

Published opportunity maximum value

90% confidence

£750,000 gross

View supporting evidence

The process-level value_max is 750000 GBP with gross value basis.

Lot-level value

99% confidence

Not published

View supporting evidence

Lot 1 has no value amount or currency supplied.

TIMELINE

Procurement timeline

Tender submission deadline

99% confidence

13 June 2025, 12:00 BST

View supporting evidence

Process submission_deadline is 2025-06-13T12:00:00+01:00.

Award date

97% confidence

11 September 2025

View supporting evidence

Award 1 award_date is 2025-09-11.

Contract signed and start date

99% confidence

22 October 2025

View supporting evidence

Contract 1 dateSigned and period.startDate are both 2025-10-22.

Contract end date

99% confidence

21 April 2028

View supporting evidence

Contract 1 period.endDate is 2028-04-21T23:59:59+01:00.

Maximum possible end date

99% confidence

20 April 2029

View supporting evidence

Contract 1 period.maxExtentDate is 2029-04-20T23:59:59+01:00.

Contract-details notice publication

99% confidence

9 October 2026

View supporting evidence

Contract document 095567-2026 has datePublished 2026-10-09.

SCOPE

What was awarded

Service category

99% confidence

Customer services (CPV 79342300)

View supporting evidence

Award item additional classification is CPV 79342300, described as "Customer services".

Core services

97% confidence

Purchaser-facing customer care, completions support, key handovers, resident move-in support, and management of apartment snagging and defects.

View supporting evidence

The procurement description sets out these activities.

Systems and reporting

97% confidence

CRM-based tracking, management and reporting of customer-experience issues and tasks, including KPI performance monitoring.

View supporting evidence

The procurement description requires a well-established CRM system for these purposes.

Development coverage

94% confidence

Shoreditch Parkside, Hackney: two towers with 290 private and 30 shared-ownership occupiers, plus one Council-retained ground-floor commercial unit.

View supporting evidence

The procurement description specifies the development and occupancy scope.

Excluded homes

99% confidence

Customer-care services for 51 social-rent homes are excluded and will be managed by Hackney Council as RSL.

View supporting evidence

The procurement description expressly excludes these homes.

Delivery location

93% confidence

Hackney, London (UKI41)

View supporting evidence

The award delivery address is region UKI41; buyer location is Hackney.

PROCEDURE

Procedure and competition

Procurement method

99% confidence

Selective

View supporting evidence

Process procurementMethod is "selective".

Procedure detail

99% confidence

Competitive flexible procedure

View supporting evidence

Process procurementMethodDetails is "Competitive flexible procedure".

Competition metrics

99% confidence

Not published

View supporting evidence

No bidder count, tenderer identities, evaluation scores or ranking information is supplied.

CONTRACT TERMS

Published contract terms

Initial term

99% confidence

22 October 2025 to 21 April 2028

View supporting evidence

Contract period startDate is 2025-10-22 and endDate is 2028-04-21.

Extension provision

99% confidence

Up to one year, subject to agreement

View supporting evidence

The renewal description says the contract could be extended by up to one year, subject to agreement.

Maximum term endpoint

99% confidence

20 April 2029

View supporting evidence

Contract maxExtentDate is 2029-04-20.

Initial-period context

96% confidence

The stated initial period is intended to cover the two-year new-home warranty defects period following completion of the final building.

View supporting evidence

This is stated in the contract renewal description.

COMMERCIAL VIEW

Commercial observations

Value comparison

96% confidence

The signed gross value (£603,573) is below the published gross opportunity maximum (£750,000).

View supporting evidence

Contract amountGross is £603,573; process value_max is £750,000 gross.

Operational dependency

95% confidence

The service is linked to practical completion and the defects-management period for the residential buildings.

View supporting evidence

The description says the initial procurement runs from practical completion and includes mobilisation before completion; the contract renewal text links the initial period to the new-home warranty defects period.

Performance infrastructure

94% confidence

CRM capability and KPI reporting are explicit service requirements, indicating an operationally managed resident-experience and defects workflow.

View supporting evidence

The procurement description requires CRM tracking and reporting and monitoring against predetermined KPIs.

ANALYSIS QUALITY

96%overall confidence

Confidence reflects the completeness and consistency of the published award data.

Reference: ocds-h6vhtk-0500e5
Analysed: 9 Oct 2026

APPROVED AWARD ANALYSIS

BUYER CONTEXT

Buyer context

Buyer

99% confidence

London Borough of Hackney

View supporting evidence

Buyer party is London Borough of Hackney.

Buyer type

99% confidence

Sub-central government public authority

View supporting evidence

Buyer classification is "publicAuthoritySubCentralGovernment".

Buyer role in development

96% confidence

Developer of the mixed-use Shoreditch Parkside scheme

View supporting evidence

The procurement description states that Hackney Council is the developer.

SUPPLIER CONTEXT

Supplier context

Legal supplier identity

99% confidence

ZEPHYRCOMPLETE LIMITED, company number 13503372

View supporting evidence

Supplier verification records verified company name ZEPHYRCOMPLETE LIMITED and verified company number 13503372, using an exact-name match.

Supplier characteristics

94% confidence

SME; sheltered workshop flagged in source data; not flagged as a VCSE or public-service-mission organisation.

View supporting evidence

Supplier party details record scale as SME, vcse as false, publicServiceMissionOrganization as false, and shelteredWorkshop as true.

Source trading/style name

99% confidence

ZephyrComplete Limited

View supporting evidence

The supplier party and source supplier name use "ZephyrComplete Limited"; verified legal name is ZEPHYRCOMPLETE LIMITED.

RENEWAL OUTLOOK

Renewal outlook

Extension outlook

99% confidence

An extension of up to one year is contractually possible, subject to agreement; this is not a procurement forecast.

View supporting evidence

Contract hasRenewal is true, with a maximum extent date of 20 April 2029 and an extension description of up to one year.

Earliest estimated renewal decision point

72% confidence

Before the scheduled end date of 21 April 2028

View supporting evidence

The contract end date is explicit, but no decision timetable is published. This is an estimate based only on the stated end date.

DATA QUALITY

Gaps and source limitations

Award-to-contract evidence

99% confidence

High quality

View supporting evidence

The source links contract 1 to award 1, records active statuses, provides a signature date, term, values and supplier identity.

Supplier identity

99% confidence

Verified

View supporting evidence

Exact-name verification supplied for ZEPHYRCOMPLETE LIMITED, company number 13503372.

Lot detail

99% confidence

Limited

View supporting evidence

Lot 1 has no published title, description or individual value.

Competition and evaluation detail

99% confidence

Information not supplied in the published notice.

View supporting evidence

No bid count, bidder list, evaluation methodology detail, scores or award rationale is provided.

Notice timing

99% confidence

Contract details were published after the recorded signing and start date.

View supporting evidence

Contract signed and started on 22 October 2025; the listed contract-details notice was published on 9 October 2026.

SOURCE DATA LIMITATIONS

Information not supplied in the published notice

Lot 1 has no published title, description or allocated value, although the award and contract are linked to that lot.
Information not supplied in the published notice: bidder count, unsuccessful suppliers, evaluation scores, award rationale, pricing breakdown and detailed KPI measures.
The published £750,000 maximum is a process-level gross value; it is not an allocated lot value and should not be treated as the signed contract amount.
No timetable for an extension decision is published. The extension outlook is limited to the explicit contractual option and stated maximum end date.

MARKET THEMES

Relevant award themes

COMMON QUESTIONS

About this award

Who won the Shoreditch Parkside Customer Care contract?

ZEPHYRCOMPLETE LIMITED, verified under company number 13503372, won award 1 for lot 1.

What is the contract value?

The signed contract is valued at £502,978 excluding VAT and £603,573 including VAT.

When does the contract run?

It started on 22 October 2025 and is scheduled to end on 21 April 2028. A one-year extension is possible by agreement, with a maximum end date of 20 April 2029.

What services are included?

Services include purchaser support, completions and handovers, move-in assistance, and coordination of residential snagging and defects, supported by CRM and KPI reporting.

ProcuraAxis award analysis supplements, but does not replace, the official award notice, contract data or procurement documents. “Awarded” does not by itself prove that a contract has been signed.

Britannia Phase 2b - Shoreditch Parkside Customer Care Services Procurement

Opportunity overview

Awarded to

ZephyrComplete Limited

Classification

Lots

Documents and notices

Published notice details

Scope, procedure and submissions

Legal basis

Lots and requirements

Published documents

Buyer, suppliers and contacts

Identifier

Address

Contact

Roles

Details

Classifications

Identifier

Address

Contact

Roles

Details

Award information

Items

Additional Classifications

Delivery locations

Suppliers

Related lots

Contracts and changes

Period

Renewal

Value

Documents

Recorded locations

Notice and amendment history

Award intelligence at a glance

Published outcome signals

Traceable procurement data

Approved, evidence-bound analysis

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