Administrative services for business operations

Tender description

Homes England is seeking a solution to administer loans entered into by borrowers participating in a range of nominated Government home ownership schemes principally the Help to Buy Equity Mortgage Scheme (and the new proposed Help to Buy First time Buyers starting in April 2021). There are some Legacy schemes with small numbers of borrowers (the London wide initiative, first time buyers initiative, home buy direct (including kick start) and FirstBuy). Homes England is procuring the service through separate lots. This procurement provides for the delivery via: • a systems supplier for the processing of the equity loans; • an operations supplier to manage the loan book and handling customer enquiries; • or a provider to deliver the combined services. The estimated value at II.1.5) is the value to the concessionaire and is for the initial 5 years only (60 months). Homes England reserves the right to extend the contract term by up to a further 5 years (60 months). This lot covers the provision of a software solution to manage equity loans for Homes England customers’ transactions including automated payment handling for administrative fees and interest and arrears via BACS, credit cards and cheques, secure transfers, rate changes and calculations, arrears handling and collection strategies, through to loan redemption and reporting of loan activity and transaction volumes. This lot covers the delivery of customer services via telephone, email, letter and other communications channels for Homes England customers who hold an equity loan. This lot also covers the back-office administration requirements, including fulfilment, to support the Equity Loan portfolio. The service will also be subject to FCA regulation and there is a requirement for the operation to hold FCA authorisation. This lot also includes requirements for the provision of a telephony system to support the handling of customer inbound and outbound phone calls, the provision of systems to automate the routing of email, SMS and social media channels and provide the supporting Management Information relating to the volume of contacts, types of enquiries and workload for all channels. This lot will be a combined lot including the requirements of both lot 1A and 1B — the requirements of which are repeated below. This lot covers the provision of a software solution to manage equity loans for Homes England customers’ transactions including automated payment handling for administrative fees and interest and arrears via BACS, credit cards and cheques, secure transfers, rate changes and calculations, arrears handling and collection strategies, through to loan redemption and reporting of loan activity and transaction volumes. This lot covers the delivery of customer services via telephone, email, letter and other communications channels for Homes England customers who hold an equity loan. This lot also covers the back-office administration requirements, including fulfilment, to support the Equity Loan portfolio. The service will also be subject to FCA regulation and there is a requirement for the operation to hold FCA authorisation. This lot also includes requirements for the provision of a telephony system to support the handling of customer inbound and outbound phone calls, the provision of systems to automate the routing of email, SMS and social media channels and provide the supporting management information relating to the volume of contacts, types of enquiries and workload for all channels.