Heating Systems Repairs, Servicing and Maintenance Contract

Coastline Housing Ltd are seeking suitably qualified and experienced contractors for a broad and complex contract for the provision of comprehensive heating system services/repairs across its diverse property portfolio, comprising approximately 5,000 residential homes and 5 commercial buildings. Coastline has a long track record of achieving 100% compliance in all key areas. The contract is to be a 24/7/365 provision and target time of 2 hours attendance for priority repairs, with all repairs to be complete within 24 hours.

Scope of Services

The contract will cover but will be advertised as separate lots:

Gas Domestic and commercial servicing, testing and repairs

Oil-fired heating systems

Solid Fuel heating systems

Air Source Heat Pumps (ASHP)

Ground Source Heat Pumps (GSHP) Including heat networks

Domestic and commercial gas heating systems

Associated commercial heating systems

The successful contractor will be responsible for:

Maintaining 100% regulatory compliance at all times

24/7/365 emergency call-out services

Planned servicing and maintenance

Responsive repairs

Planned replacement programmes

Key Considerations

The incumbent provider is an employee-owned trust. Bidders should consider any potential implications under the Transfer of Undertakings (Protection of Employment) Regulations (TUPE).

The geographical spread of properties across Cornwall presents logistical and operational challenges that require robust planning and local knowledge.

In context, the current contract has a 24/7/365 target time of 2 hours attendance for priority repairs so a locally based team will be essential. The ability to identify and prioritise vulnerable customers will be required.

Coastline uses gas capping as an absolute last resort and there will be a requirement for the contractor to strive continuously in the event of access refusals, including the provision of full evidence of access attempts.

There is a strong emphasis on social value, sustainability, and local economic impact, which may require additional reporting and commitments.

Contractors will be expected to demonstrate alignment with these priorities including adherence to a zero to landfill standard.

The contract will be procured using an Open Procedure under the Procurement Act 2023 and associated Regulations.

Coastline is a Corgi QAS Accredited Business, and the contractor will be required to support retention of this standard at no additional cost.

The contractor will be required to access Coastline's online portal to provide all necessary documentation and confirm completion of all works before the end of every working day.

This contract presently includes a penalty of up to £100,000 per month for failure to achieve minimum levels of acceptable performance and a similar arrangement will be included in any future contract.

Minimum Requirements

Interested suppliers must demonstrate:

Proven experience in delivering similar services across all areas of work and specified system types.

Relevant industry accreditations (e.g., HETAS, NICEIC, Gas Safe, OFTEC, MCS)

Capacity to manage emergency response and high-volume service delivery

A commitment to ensure that Coastline meets all Regulatory standards.

A commitment to compliance, quality assurance, and customer service.

Total value (estimated)

£19,500,000 including VAT

Above the relevant threshold

Contract dates (estimated)

1. April 2027 to 31 March 2030

Possible extension to 31 March 2037

10. years

Description of possible extension:

Initial Contract is for a period of 3 years with optional extensions:

+2 years

+3 years

+2 years

(Total contract length inclusive of all extensions is 10 years)

Main procurement category

Services

CPV classifications

50700000 - Repair and maintenance services of building installations

Contract locations

UKK3 - Cornwall and Isles of Scilly

Lot 1. LOT 1- FOSSIL FUEL

Description

Lot 1 - is for testing, inspecting, servicing, responsive maintenance, to Fossil fuel boilers and similar heat sources as detailed in the procurement documents (hereinafter all referred to as "boilers") as and when required, and associated distribution systems within occupied and void (empty) properties.

The Contract areas cover all Coastline Housing stock, including stock managed on behalf of others, of which there are approximately;

3,182 properties with gas

55. properties with solid fuel
246. oil heating systems
5. commercial heating installations

Smoke and carbon monoxide detectors that require testing

57. Solid fuel appliances and associated flues / chimneys
812. Domestic gas cookers, hobs and gas fires
29. LPG ( Liquid Petroleum Gas) fired appliances (and associated cylinders)
246. Oil fired appliances (and associated tanks)
1. Direct acting electric boilers (Burbax)
57. Sweep of flues for open fires and other solid fuel appliances

Lot value (estimated)

£8,000,000 including VAT

Same for all lots

CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.

Lot 2. LOT 2- RENEWABLES

Description

Lot 2 - is for testing, inspecting, servicing, responsive maintenance, to Renewable fuel boilers and similar heat sources as detailed in the procurement documents (hereinafter all referred to as "boilers") as and when required, and associated distribution systems within occupied and void (empty) properties.

The Contract areas cover all Coastline Housing stock, including stock managed on behalf of others, of which there are approximately;

832. renewable heating systems

Smoke and carbon monoxide detectors that require testing

1. Direct acting electric boilers (Burbax)
188. unvented hot water cylinders
54. Mechanical heat ventilation recovery
19. Solar thermal hot water systems

Lot value (estimated)

£5,500,000 including VAT

Same for all lots

CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.

Lot 3. LOT 3 - PLANNED COMPONENTS

Description

Lot 3 - This lot is for possible planned component replacements and upgrading of systems, quantities are yet not defined as they will be reviewed annually, planned works to boilers and similar heat sources as detailed in the procurement documents (hereinafter referred to as "boilers") will be required, and associated distribution systems within occupied and void (empty) properties. The delivery quantities may however depend on availability of other grant funding, contractor restrictions with that funding streams and Coastline Housing's strategy in delivering Net Zero by 2050.

The Contract area will cover Coastline Housing stock, there will be disposals and new acquisitions continually added to the below quantities, with the possibility to include stock managed on behalf of others, of which there are approximately;

3,182 properties with gas

55. properties with solid fuel
246. oil heating systems
832. renewable heating systems
5. commercial heating installations
320. electric only heating
57. Solid fuel appliances and associated flues / chimneys
812. Domestic gas cookers, hobs and gas fires
29. LPG ( Liquid Petroleum Gas) fired appliances (and associated cylinders)
246. Oil fired appliances (and associated tanks)

3,184 Combined heat and power gas fired boilers

1. Direct acting electric boilers (Burbax)
188. Vented and unvented hot water cylinders
54. Mechanical heat ventilation recovery
57. Sweep of flues for open fires and other solid fuel appliances
19. Solar thermal hot water systems

Lot value (estimated)

£6,000,000 including VAT

Same for all lots

CPV classifications, contract locations and contract dates are shown in the Scope section, because they are the same for all lots.