This opportunity is closed for applications

The deadline was Thursday 6 February 2020
Ministry of Housing Communities and Local Government

MHCLG - Housing Complaints Resolution Service (Discovery)

18 Incomplete applications

16 SME, 2 large

43 Completed applications

36 SME, 7 large

Important dates

Thursday 23 January 2020
Deadline for asking questions
Thursday 30 January 2020 at 11:59pm GMT
Closing date for applications
Thursday 6 February 2020 at 11:59pm GMT


Summary of the work
The Ministry of Housing, Communities and Local Government is looking to conduct a discovery into how users in the housing market experience access to redress for their housing complaints.
Latest start date
Friday 20 March 2020
Expected contract length
6-8 Weeks
Organisation the work is for
Ministry of Housing Communities and Local Government
Budget range
£60,000 - £80,000 (VAT Inclusive)

About the work

Why the work is being done
The Ministry of Housing, Communities and Local Government is looking to conduct a discovery into how users in the housing market experience access to redress for their housing complaints.
Problem to be solved
The current fragmented system of redress provision in housing has led to different levels of service and protection across different parts of the market and confusion about where to go to seek help. We would like this discovery phase work to further clarify the problem we are trying to solve, develop our understanding of the needs of users in different tenures when they are seeking redress, and inform how a new approach should be shaped to most effectively reduce confusion and simplify access.
Who the users are and what they need to do
All residents will need first to take the complaint through their respective housing service provider’s complaint process. If unresolved, all residents will then need to identify where to go in order to escalate their complaint for dispute resolution or adjudication and understand how they go about pursuing redress. Currently, the route will vary depending on the type of tenure and who is the other party in the dispute. Specific consumers include:

• tenants of a social landlord
• individuals applying for social housing or for help with homelessness
• leaseholders living in a property where the freeholder does not employ a property agent.
• a customer of an estate agent, both as a buyer or seller
• a tenant of a private landlord
• a buyer of a new build home
Early market engagement
Not Applicable
Any work that’s already been done
The Housing Redress Team at MHCLG has conducted initial research. This includes a consultation in which we asked for views on the option of developing a single access point (or portal) for streamlining redress.

In the response to Strengthening Consumer Redress in the Housing Market Government committed to working with redress schemes to develop a single user interface, simplifying access for consumers seeking redress. Government has also committed to addressing the gaps in access to redress through legislation as soon as parliamentary time allows and to developing better and more consistent standards of dispute resolution across all sectors of housing.
Existing team
The successful supplier will liaise with an MHCLG project manager in the Department's Digital Directorate and will be expected to work closely with the Redress Reform Working Group and MHCLG Redress Reform team, reporting progress into a directorate project board. The supplier will also be required to engage with other departmental subject matter experts including policy leads for New Build, the Private Rented Sector, Leasehold Reform and Building Safety
Current phase

Work setup

Address where the work will take place
All work will be delivered from the MHCLG office located at 2 Marsham Street, London, SW1P 4DF. Travel/expenses to the primary site in 2 Marsham Street cannot be reimbursed by MHCLG.
Working arrangements
The supplier is expected to work onsite alongside existing teams for at least 3 days a week. We would prefer the team to be co-located in 2 Marsham Street but expect travel for user research and other activities.
We expect the supplier to work using agile methodology.
The supplier will also be expected to work openly.
Security clearance
CTC or above is desirable as staff won’t need escorting on site. There is no requirement for supplier personnel to be security cleared.
BPSS clearance will be required to access MHCLG's ICT systems.
Please make it clear whether staff have CTC security clearance or not when submitting responses.

Additional information

Additional terms and conditions
All materials/outputs derived from the contract shall be the property of MHCLG. GDPR requirements shall be discussed and agreed with the preferred supplier at the appropriate time. Expenses shall be paid for all travel outside the M25 area.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Evidence of delivering to meet the Technology Code of Practice and the Government/Digital Service Standard
  • Experience of conducting user research
  • Experience of having delivered user-centred web-design
  • Evidence of meeting skill requirements based on the anticipated composition of the team
Nice-to-have skills and experience
Provide evidence of delivering similar types of projects;

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Understanding of user needs
  • Approach and methodology
  • Team structure
  • Timescales to deliver the project
  • Technical solution
  • Flexible approach from supplier
  • Evidence of arranging and managing participants, ensuring their attendance at the research
Cultural fit criteria
  • Provide details (with specific examples) of where you have worked with Public Sector organisations
  • Demonstrate (with specific examples) how you work with internal and external stakeholders, especially vulnerable individuals.
  • Demonstrate (with specific examples) how you take responsibility for delivering to clients requirements
  • Explain (with specific examples) how you are able to manage difficult stakeholders
Payment approach
Time and materials
Additional assessment methods
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. For companies that are not based in London would there be potential for video conferencing to be used to keep costs of travel/stay down instead of 3 days on-site per week?
We would prefer for the teams to be co-located during the majority of the delivery. However video conferencing could be used on occasions.
2. Could you clarify whether SC is an acceptable alternative to CTC clearance?
3. Does MHCLG support an "Ask it Once" policy with suppliers to reduce the compliance burden related to pre-qualification? If so, will be used for non-financial compliance checks (payment practices reporting, modern slavery act, gender pay gap etc) for this tender?
Internal compliance checks shall be carried out at the appropriate stage to ensure suppliers viable for this procurement.
4. Does Hackney Council support an "Ask it Once" policy with suppliers to reduce the compliance burden related to pre-qualification? If so, will be used for non-financial compliance checks (payment practices reporting, modern slavery act, gender pay gap etc) for this tender?
Please see our response to Question 3.
5. Looking at the likely activities required in this phase, aside from the first and final week or fortnight, we anticipate most of our team would work primarily from our offices to optimise our time to deliver.

We would, however, implement effective collaboration platforms to enable the team and MHCLG colleagues to work together and communicate on a daily basis.

Subject to further detail in our proposal (if shortlisted), might this arrangement be acceptable?
Please see our response to Question 1.
6. Initial research is mentioned in the requirement. Would suppliers have access to this research at the supplier presentation stage.
Consultation on strengthening consumer address. A link to this document is attached (below).
7. You ask for delivered centred web design in your requirements – Is this a Developer or someone to help develop website. What do you mean by this?
We would not expect any developer time included within this Discovery. We expect the successful supplier to investigate the problem, identify user needs and opportunities for improvement. This follows Service Manual guidance on the discovery phase (
8. Is there any particular technology related to user research?
No, not in terms of how research is conducted or recorded.
9. Focus Groups already set up or will these be set up?
These will need to be set up. MHCLG has links with many key stakeholders and some user groups. We’re also content for user research recruitment agencies to be used.
10. Shape and size of MHCLG team – could you outline?
The MHCLG Housing Redress policy team will act as the service owner and have daily contact with the discovery team. MHCLG Digital will provide support and oversight of the discovery work.
11. Team done this project before? If so, what was good and what need developing?
The MHCLG Housing Redress policy team have not. However, MHCLG Digital have supported a number of DOS discovery projects.
We’ve found co-located teams work best as they bring expertise into the department, which policy and digital are able to work with and learn from.
12. Length of contract – finished and completed by then – future work within this.
This procurement is for the discovery phase only. We’ll use the findings of the discovery to help us understand what next steps to take. Possibilities include: no further work needed; no digital service needed; or the creation of a new digital service through alpha and beta stages.
13. With the requirement being centred around housing, do suppliers need to have a definitive housing background?
No. The key aspect to this Discovery is to understand how consumers experience the housing redress ecosystem.