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 October 2020 to March 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 deploying a small team of agents. Up to 450 cases (October 2020-March 2021) is required at output rate of 75 cases per month. The Ombudsman advises that an average case can hold up to 700-800 pages. Case volumes post March 2021 are not guaranteed. The Ombudsman wants to gauge how ongoing support can be provided for a further 2 years through a flexible commercial model. Suppliers must have UK hosting facilities and agents must be cleared to at least BPSS or be willing to undertake it. Suppliers must comply with Modern Slavery Act and GDPR provisions. To provide further information we intend to hold a ‘supplier day’ at a date in mid-March either via Webinar or at a London Venue and interested suppliers are requested to register no later than COP 29.2.2020 by emailing rdcruz@housing-ombudsman.org.uk