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PROCUREMENT OPPORTUNITY

Provision of Customer Services, mini competition under CCS RM6295 Outsourced Services Framework Lot 1

London Borough of Barnet · Contract details notice on Find a Tender

Tender information last checkedLast checked 23 Sept 2026, 12:16.

Opportunity overview

Provision of a fully outsourced Customer Services. This service has been procured through further competition under CCS framework RM6295 Outsource Services, Lot 1, Citizen Experience. The contract to be for an initial 3 year period commencing 1 October 2026 with 2 year extension option subject to performance and budget.

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.

Charles Novacroft Direct Ltd

Matched by number
Contract value
£5.2m
Awarded
Not supplied
Contract signed
29 Jun 2026
Including VAT
£6.2m
Award ID
1
Status
active
Identifier
GB-COH 03601214
Location
Milton Keynes, UKJ12, MK5 8FR, United Kingdom

Classification

No classification was supplied.

Lots

  • Lot 1Value not stated

Documents and notices

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
1010982866
Status
complete
Procurement Method
selective
Procurement Method Details
Award under framework
Competitive
Yes

Legal basis

Id
2023/54
Scheme
UKPGA

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 Barnet
Id
GB-PPON-PQGD-7479-CGVN

Identifier

Scheme
GB-PPON
Id
PQGD-7479-CGVN

Address

Street Address
2 Bristol Avenue
Locality
London
Postal Code
NW9 4EW
Country
GB
Country Name
United Kingdom
Region
UKI71

Contact

Telephone
07956 307511

Roles

buyer

Details

Classifications

Entry 1
Scheme
UK_CA_TYPE
Id
publicAuthoritySubCentralGovernment
Description
Public authority - sub-central government
Organisation 2
Name
Charles Novacroft Direct Ltd
Id
GB-COH-03601214

Identifier

Scheme
GB-COH
Id
03601214

Address

Street Address
Seebeck House 1 Seebeck Place, Knowlhill
Locality
Milton Keynes
Postal Code
MK5 8FR
Country
GB
Country Name
United Kingdom
Region
UKJ12

Contact

Name
David Oladiran

Roles

supplier

Details

Scale
large
Vcse
No
Public Service Mission Organization
No
Sheltered Workshop
No

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
79000000
Description
Business services: law, marketing, consulting, recruitment, printing and security

Delivery locations

Entry 1
Region
UKI71
Country
GB
Country Name
United Kingdom

Suppliers

Supplier 1
Id
GB-COH-03601214
Name
Charles Novacroft Direct Ltd

Related lots

1

Contracts and changes

Entry 1
Id
1
Award ID
1
Status
active
Has Renewal
Yes
Above Threshold
Yes
Date Signed
30 Jun 2026, 00:00

Period

Starts
1 Oct 2026, 00:00
Ends
30 Sept 2029, 23:59
Max Extent Date
30 Sept 2031, 23:59

Renewal

Description
Two year extension option subject to performance and budget

Value

Including VAT
6,230,904
Amount
5,192,420
Currency
GBP

Documents

Entry 1
Id
A-22882
Document Type
contractSigned
Description
Redacted Contract
Format
application/pdf
Entry 2
Id
090017-2026
Document Type
contractNotice
Notice Type
UK7
Description
Contract details notice on Find a Tender
Published
23 Sept 2026, 11:07
Format
text/html

Agreed Metrics

Entry 1
Id
1067344692
Title
KPI 1
Description
% Calls answered in 120 seconds

Observations

Entry 1
Id
frequency

Period

Duration In Days
365
Entry 2
Id
1067344693
Title
KPI 2
Description
Complaints at Stage 2 upheld

Observations

Entry 1
Id
frequency

Period

Duration In Days
365
Entry 3
Id
1067344694
Title
KPI 3
Description
CSAT includes sentiment analysis and personalised feedback; rating for ‘highly personalised’ calls in resident feedback

Observations

Entry 1
Id
frequency

Period

Duration In Days
365

Related procurements

Entry 1
Id
framework
Scheme
ocid
Identifier
ocds-h6vhtk-04ed73

Relationship

framework

Recorded locations

  • Buyer location · London · UKI71 · NW9 4EW · United Kingdom

Notice and amendment history

2 published notice versions reviewed by ProcuraAxis.

2 VERSIONS
  1. 048525-2026Contract award notice on Find a Tender ·
  2. 090017-2026Contract details notice on Find a Tender ·