Administrative services for business operations

Tender description

The Housing Ombudsman is seeking a supplier who has provided dispute resolution services/investigative services to either an Ombudsman or the regulatory service sector. The successful supplier will be required to review housing complaint case material and to complete a fully documented impartial and fair determination based on the facts of the case. The expected output per month from 1 November 2020 to 30 June 2021 is approximately 75 case completed per month. The Ombudsman is seeking a supplier to support the completion of housing case decisions, the supplier will do so on own site or through home working by deploying a small team of agents. Up to 600 cases (1 November 2020-30 June 2021) is required at output rate of 75 cases per month. The Ombudsman advises that an average case with a single issue deemed to be a ‘non Complex Case’ can hold up to 700-800 pages. Case volumes post June 2021 are not guaranteed. Agents must be cleared to at least BPSS or be willing to undertake it. Suppliers must comply with Modern Slavery Act and GDPR provisions.