United Kingdom-London: Repair and maintenance services

Hexagon is seeking a Service Provider for Lot 1 to provide a comprehensive responsive maintenance service comprising of day-to-day responsive maintenance, void property works, major works (minor planned maintenance, improvements and repairs and out-of-hours emergency call out repairs to occupied and unoccupied general needs, sheltered and supported residential properties, garages, communal facilities, commercial property and areas/open spaces for which it has landlord responsibility.

The Contract will be based on the NHF Form of Contract 2011 and will be let on an ‘all-inclusive’ basis and is likely to involve work under all building trades. It is anticipated that gas safety checks, servicing, repairs and installations will not be required to be undertaken under the contract generally as a matter of course, but nevertheless may be instructed on an occasional basis and so applicants must have the technical ability and capacity to carry out such work, if and when instructed. Separate contracts will not be awarded for the individual trades (e.g. carpentry, plumbing, etc.) encompassed within this Contract.

The Tender will be on the basis of tendered percentage adjustments to the M3NHF Schedule of Rates — Responsive Maintenance and Void Property Works Version 6.2 for all Works.

The Service Providers will be required to provide a customer focused service and show commitment to providing effective services that provide value for money to the Authority and its residents and must be responsive to achieve collaborative working practises, innovation and continuous improvement.

The Service Providers will be required to operate a 100 % repairs by appointment slot system with appointments made at the time repairs are reported and show a commitment not only to maintaining but also to improving Hexagon's excellent performance in relation to customer satisfaction, best value and other local performance indicators.

Hexagon will require the Service Providers to provide fully trained staff to deal with day-to-day operations of the contract and employ predominantly local and preferably directly employed labour to carry out the work, applicants are advised that TUPE will apply to the Contract.

Service Providers will also be required to provide, maintain and use modern, up-to-date ICT technology and business systems for the end to end management and delivery of the contract/service including a suitable and compatible direct IT link in order to interface with the Authority's Civic Genero repairs and housing management system, full and effective real time utilisation of personal digital assistants (PDAs) and vehicle tracking systems. The Invitation to Tender will also require bidders to submit bids based on Hexagon's specified requirements for normal working hours and meeting 2 hour response times on both normal working hour and out-of-hour emergency call outs.

Additional information: All procurement documentation can be downloaded from: https://etenders.rand-associates.co.uk

eTenders@Rand is Rand Associates Consultancy Services Ltd's e-procurement portal (the ‘Portal’) for downloading/submission of procurement documentation in respect of pre qualification and tenders and communicating requests for and responses to clarification.

All requests for procurement documentation, communications and submission of pre qualifications and tenders must be made via the Portal, which can be accessed at: https://etenders.rand-associates.co.uk by registering and creating an account. After creating an account, economic operators will receive an email with a link to activate their account.

Once activated and logged in, economic operators will need the following code to register for the Tender Documentation: HEXD2D1

Economic operators may seek clarification where they consider any part of the documentation or any other aspect of this procurement is unclear.

All queries and any clarification must be communicated using the secure email messaging function within the Portal, but to be received no later than 17:00 on 27.8.2015. This will provide an audit trail of all clarification requests and responses issued. It will not be possible to respond to any queries received after that stipulated date and time. Having registered and created an account, it is the economic operators' responsibility to regularly monitor communications raised and issued through the Portal.

Responses to requests for clarification will be communicated by Rand Associates Consultancy Services Ltd to all economic operators through the Portal secure email messaging system. The identity of the economic operator seeking clarification will not be disclosed to other economic operators.

When uploading pre qualification or tender submission documentation, economic operators must be aware of any speed limitations of their internet connection, system configuration and general web traffic, etc. as these may impact on the time taken to complete the transaction. Uploading of submissions must be completed by the deadline closing date and time. Do not wait until too near the closing time on the return date.

The closing deadline for uploading completed pre qualification submissions is 14:00 on 7.9.2015.

Please note that the Portal will not permit submissions to be uploaded after the closing deadline. Submission documents will be visible to the representatives of the contracting authority and Rand Associates Consultancy Services Ltd only after the closing deadline.

Should users have any queries or experience difficulties with the registration or download/upload system, they should contact the eTenders@Rand help desk by calling: +44 1737 225 077 (ask for Paul Dugdale or Jonathan Case) or email: etenders@rand-associates.co.uk