Post Sales Agent Service.
Contract notice
Services
Section I: Contracting authority
I.1)Name, addresses and contact point(s)
Homes and Communities Agency
7th Floor Maple House, 149 Tottenham Court Road
For the attention of: Andy Nelson, Team Leader, Provider Management
W1T 7BN London
UNITED KINGDOM
Telephone: +44 3001234500
E-mail:
Internet address(es):
Address of the buyer profile: www.homesandcommunities.co.uk
Further information can be obtained from: The above mentioned contact point(s)
Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)
Tenders or requests to participate must be sent to: The above mentioned contact point(s)
I.2)Type of the contracting authority
National or federal agency/office
I.3)Main activity
Housing and community amenities
I.4)Contract award on behalf of other contracting authorities
The contracting authority is purchasing on behalf of other contracting authorities: no
Section II: Object of the contract
II.1)Description
II.1.1)Title attributed to the contract by the contracting authority:
Post Sales Agent Service.
II.1.2)Type of contract and location of works, place of delivery or of performance
Services
Service category No 6: Financial services a) Insurances services b) Banking and investment services
NUTS code
Service category No 6: Financial services a) Insurances services b) Banking and investment services
NUTS code
II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
The notice involves a public contract
II.1.4)Information on framework agreement
II.1.5)Short description of the contract or purchase(s)
Financial and insurance services. Database services. Administration services. Administrative services of agencies. Administrative housing services. The Homes and Communities Agency (HCA) is a non-departmental public body sponsored by the Department for Communities and Local Government.
The HCA is seeking to appoint a Post Sales Agent to undertake post sales administration services in order to manage a growing portfolio of equity-loan interests secured on homes across England.
The HCA intend to appoint a single Post Sales Agent (PSA) to provide these services for to an initial 2 year contract term starting from, or close to, April 2014, with the option to extend for one or more further periods, up to a maximum of 3 further years at the HCA's discretion.
The PSA will be required to deliver a range of post-sales administration and transaction services on behalf of the HCA acting as a virtual ‘one-stop shop', dealing with all post-sales enquiries from homeowners and house builders with a legal interest in homes funded via HCA equity loan products, and administrating post sales transactions including partial and full equity loan redemptions, and collecting loan repayments and fees.
The Core Services to be delivered by the PSA include, but are not limited to:
i) Post Sales enquiry handling
Act as a single point of advice and guidance for homeowners and house builders with a legal interest in homes funded via HCA equity loan products:
- Operate a dedicated customer telephone helpline, Mon-Fri, 9:00 am - 17:00 pm;
- Offer a dedicated customer enquiry email box;
- Offer information and guidance to owners of homes funded by HCA equity loan products including those funded by legacy equity loan products, current or new products administered by HCA;
- Resolve enquires by advising customers, directing them on to relevant transaction processes or signposting to partner services as relevant.
ii) Website
Operate and maintain a national PSA website as a single point of post sales information for homeowners and house builders with a legal interest in homes funded by HCA equity loan products:
- Operate a dedicated website under a HCA-owned domain and prescribed ‘Help to Buy' branding;
- Provide up-to-date content on HCA equity loan products and post-sales services;
- Provide on-line guidance, enquiry-handling and redemption application processing facilities;
- Provide links to HCA and partner sites and other relevant services as directed by HCA.
iii) Customer Database
Maintain a comprehensive and secure electronic database of homes funded via HCA equity loan products, the respective equity loan interests and fee collection data:
- Process owner/ property records within 5 days of receiving an electronic return from the relevant Help to Buy Agent;
- Provide accurate data collection, validation and reporting infrastructure;
- Provide monthly monitoring reports to HCA on the equity loan portfolio, owners, locations, entitlements, fee collection, debt and other matters relevant to its interests;
- Provide monthly updates of data from the PSA's database for uploading to HCAs own systems;
- Process and reconcile reports between PSA and Help to Buy Agent data to resolve discrepancies and ensure data accuracy.
iv) Loan Fee Collection
Promptly collect loan fees due from owners of homes funded via HCA equity loan products in accordance with the equity loan mortgage product terms:
- Issue accurate annual fee statements;
- Issue accurate and timely liability letters and fee demands after 12 months of sale and annually thereafter;
- Administer monthly or annual collection of fees when they become payable (this varies by product - see MOI for further details);
- Set up accurate monthly debit repayment arrangements with homeowners where applicable;
- Issue monthly fee reports to HCA and house builders with an equity interest; (inc. reconciliation of cash received/ fees accrued);
- Collect fees and accurately apportion receipts into HCA and house builder's accounts;
- Issue arrears letters and undertake arrears chasing prescribed by HCA.
v) Redemptions and Repayment Collection
Administer all partial and full equity loan redemptions on homes funded via HCA equity loan products and collect repayments:
- Issue instructions and documentation to owner/ solicitors 5 days after full or partial redemption request;
- Confirm repayment and necessary modification to mortgages with owner's solicitor (subject to mortgage valuation);
- Issue relevant legal forms to the homeowners solicitor subject to a solicitors undertaking to repay;
- Provide accurate transaction processing and record keeping;
- Collect repayments and accurately apportion receipts into HCA and house builder accounts;
- Liaise with HCA and house builders to obtain sign-off of legal papers.
vi Other Post Sales Administration
Perform other defined transaction services and arrears collection on behalf of the HCA:
- Administer subletting and home improvement consents, temporary charge postponements, change of name, lease extension and other prescribed items, chargeable to homeowners at fees prescribed by HCA;
- Undertake additional arrears action required subject to agreement with HCA.
vii Service Administration
Maintain an effective service for HCA and stakeholders:
- Provide regular monitoring returns to HCA including monthly updates of data from the PSA's database for uploading to HCA's own systems;
- Respond to ad-hoc HCA information and data requests;
- Maintain home owner and house builder and relationships;
- Operate a formal managed complaints procedure;
- Adhere to data protection requirements;
- Adhere to all relevant consumer credit requirements in relation to the regulated aspects of the portfolio;
- Work with the HCA's network of Help to Buy Agents to ensure data validity.
The PSA will provide these services nationally to support administration of an equity loan portfolio secured on homes across England. The portfolio includes equity loan interests funded by legacy HCA equity loan products (including equity interests of HCA and of partner house builders) and those funded or to be funded via HCA's current equity loan product ‘Help to Buy - Equity Loan', or new similar products in the service period (including ‘Help to Buy- Equity Loan interests funded by HCA in London, under delegation from the Greater London Authority).
The HCA's equity loan portfolio currently comprises equity loans secured on circa 32,000 homes and, further to launch of the Government's ‘Help to Buy: Equity Loan' product in 2013, is forecast to increase significantly up to an estimated 99,000 homes by 31.3.2016.
Please refer to the MOI for further details.
The HCA is seeking to appoint a Post Sales Agent to undertake post sales administration services in order to manage a growing portfolio of equity-loan interests secured on homes across England.
The HCA intend to appoint a single Post Sales Agent (PSA) to provide these services for to an initial 2 year contract term starting from, or close to, April 2014, with the option to extend for one or more further periods, up to a maximum of 3 further years at the HCA's discretion.
The PSA will be required to deliver a range of post-sales administration and transaction services on behalf of the HCA acting as a virtual ‘one-stop shop', dealing with all post-sales enquiries from homeowners and house builders with a legal interest in homes funded via HCA equity loan products, and administrating post sales transactions including partial and full equity loan redemptions, and collecting loan repayments and fees.
The Core Services to be delivered by the PSA include, but are not limited to:
i) Post Sales enquiry handling
Act as a single point of advice and guidance for homeowners and house builders with a legal interest in homes funded via HCA equity loan products:
- Operate a dedicated customer telephone helpline, Mon-Fri, 9:00 am - 17:00 pm;
- Offer a dedicated customer enquiry email box;
- Offer information and guidance to owners of homes funded by HCA equity loan products including those funded by legacy equity loan products, current or new products administered by HCA;
- Resolve enquires by advising customers, directing them on to relevant transaction processes or signposting to partner services as relevant.
ii) Website
Operate and maintain a national PSA website as a single point of post sales information for homeowners and house builders with a legal interest in homes funded by HCA equity loan products:
- Operate a dedicated website under a HCA-owned domain and prescribed ‘Help to Buy' branding;
- Provide up-to-date content on HCA equity loan products and post-sales services;
- Provide on-line guidance, enquiry-handling and redemption application processing facilities;
- Provide links to HCA and partner sites and other relevant services as directed by HCA.
iii) Customer Database
Maintain a comprehensive and secure electronic database of homes funded via HCA equity loan products, the respective equity loan interests and fee collection data:
- Process owner/ property records within 5 days of receiving an electronic return from the relevant Help to Buy Agent;
- Provide accurate data collection, validation and reporting infrastructure;
- Provide monthly monitoring reports to HCA on the equity loan portfolio, owners, locations, entitlements, fee collection, debt and other matters relevant to its interests;
- Provide monthly updates of data from the PSA's database for uploading to HCAs own systems;
- Process and reconcile reports between PSA and Help to Buy Agent data to resolve discrepancies and ensure data accuracy.
iv) Loan Fee Collection
Promptly collect loan fees due from owners of homes funded via HCA equity loan products in accordance with the equity loan mortgage product terms:
- Issue accurate annual fee statements;
- Issue accurate and timely liability letters and fee demands after 12 months of sale and annually thereafter;
- Administer monthly or annual collection of fees when they become payable (this varies by product - see MOI for further details);
- Set up accurate monthly debit repayment arrangements with homeowners where applicable;
- Issue monthly fee reports to HCA and house builders with an equity interest; (inc. reconciliation of cash received/ fees accrued);
- Collect fees and accurately apportion receipts into HCA and house builder's accounts;
- Issue arrears letters and undertake arrears chasing prescribed by HCA.
v) Redemptions and Repayment Collection
Administer all partial and full equity loan redemptions on homes funded via HCA equity loan products and collect repayments:
- Issue instructions and documentation to owner/ solicitors 5 days after full or partial redemption request;
- Confirm repayment and necessary modification to mortgages with owner's solicitor (subject to mortgage valuation);
- Issue relevant legal forms to the homeowners solicitor subject to a solicitors undertaking to repay;
- Provide accurate transaction processing and record keeping;
- Collect repayments and accurately apportion receipts into HCA and house builder accounts;
- Liaise with HCA and house builders to obtain sign-off of legal papers.
vi Other Post Sales Administration
Perform other defined transaction services and arrears collection on behalf of the HCA:
- Administer subletting and home improvement consents, temporary charge postponements, change of name, lease extension and other prescribed items, chargeable to homeowners at fees prescribed by HCA;
- Undertake additional arrears action required subject to agreement with HCA.
vii Service Administration
Maintain an effective service for HCA and stakeholders:
- Provide regular monitoring returns to HCA including monthly updates of data from the PSA's database for uploading to HCA's own systems;
- Respond to ad-hoc HCA information and data requests;
- Maintain home owner and house builder and relationships;
- Operate a formal managed complaints procedure;
- Adhere to data protection requirements;
- Adhere to all relevant consumer credit requirements in relation to the regulated aspects of the portfolio;
- Work with the HCA's network of Help to Buy Agents to ensure data validity.
The PSA will provide these services nationally to support administration of an equity loan portfolio secured on homes across England. The portfolio includes equity loan interests funded by legacy HCA equity loan products (including equity interests of HCA and of partner house builders) and those funded or to be funded via HCA's current equity loan product ‘Help to Buy - Equity Loan', or new similar products in the service period (including ‘Help to Buy- Equity Loan interests funded by HCA in London, under delegation from the Greater London Authority).
The HCA's equity loan portfolio currently comprises equity loans secured on circa 32,000 homes and, further to launch of the Government's ‘Help to Buy: Equity Loan' product in 2013, is forecast to increase significantly up to an estimated 99,000 homes by 31.3.2016.
Please refer to the MOI for further details.
II.1.6)Common procurement vocabulary (CPV)
66000000, 72320000, 75100000, 75120000, 75123000
II.1.7)Information about Government Procurement Agreement (GPA)
The contract is covered by the Government Procurement Agreement (GPA): yes
II.1.8)Lots
This contract is divided into lots: no
II.1.9)Information about variants
Variants will be accepted: no
II.2)Quantity or scope of the contract
II.2.1)Total quantity or scope:
The contract with the appointed Post Sales Agent will run for an initial period of 2 years with the option to extend for one or more further periods, up to a maximum of 3 further years. The decision to award an extension and the length of any such extension shall be at the HCA's sole discretion.
The Minimum estimated contract value is cumulative for the initial 2 year contract term, based on the volume of HCA's current equity loan portfolio and estimated growth up to 31.3.2016.
The Maximum estimated contract value is cumulative for the maximum 5 year contract term, based on the volume of HCA's current equity loan portfolio and estimated growth up to 31.3.2016 and notional maximum estimates for growth in years 3 to 5.
Applicants should note that forecast equity loan portfolio volumes up to 31.3.2016 are based on delivery forecasts within current HCA funding programmes and associated budgets. There are no HCA equity loan funding programmes or associated budgets yet in place beyond 31.3.2016. There is no guarantee of any new equity loan products being delivered by HCA and adding to the portfolio of its interests, beyond 1.4.2016.
For avoidance of doubt the HCA does not warrant any of the indicative contract values or service volumes set out in this contract notice. Organisations invited to tender will be required to undertake their own due diligence in these matters and HCA shall have no liability to any applicant or bidder where actual volumes differ from forecast estimates.
Estimated value excluding VAT:
Range: between 1 600 000 and 9 800 000 GBP
The Minimum estimated contract value is cumulative for the initial 2 year contract term, based on the volume of HCA's current equity loan portfolio and estimated growth up to 31.3.2016.
The Maximum estimated contract value is cumulative for the maximum 5 year contract term, based on the volume of HCA's current equity loan portfolio and estimated growth up to 31.3.2016 and notional maximum estimates for growth in years 3 to 5.
Applicants should note that forecast equity loan portfolio volumes up to 31.3.2016 are based on delivery forecasts within current HCA funding programmes and associated budgets. There are no HCA equity loan funding programmes or associated budgets yet in place beyond 31.3.2016. There is no guarantee of any new equity loan products being delivered by HCA and adding to the portfolio of its interests, beyond 1.4.2016.
For avoidance of doubt the HCA does not warrant any of the indicative contract values or service volumes set out in this contract notice. Organisations invited to tender will be required to undertake their own due diligence in these matters and HCA shall have no liability to any applicant or bidder where actual volumes differ from forecast estimates.
Estimated value excluding VAT:
Range: between 1 600 000 and 9 800 000 GBP
II.2.2)Information about options
II.2.3)Information about renewals
II.3)Duration of the contract or time limit for completion
Duration in months: 60 (from the award of the contract)
Section III: Legal, economic, financial and technical information
III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
Refer to tender documentation.
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
Applicants invited to tender will be expected to propose a Standard Fee (for delivery of Core services excluding defined transactions) and a Transaction Fee (for each partial or full redemption of an HCA equity loan), both to be fixed for the initial 2 year contract term.
The Standard Fee will be paid quarterly in arrears. Transaction Fees (eligible upon completion of each HCA equity loan redemption) will be paid quarterly in arrears.
See MOI for further details of the Fee Structure and Payment Terms.
The Standard Fee will be paid quarterly in arrears. Transaction Fees (eligible upon completion of each HCA equity loan redemption) will be paid quarterly in arrears.
See MOI for further details of the Fee Structure and Payment Terms.
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:
Joint and several liability. The HCA reserves the right to require a consortium bidder to set up a single legal entity if awarded the contract.
III.1.4)Other particular conditions
The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation
III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers
Information and formalities necessary for evaluating if the requirements are met: Applicants will be asked to confirm in a pre-qualification questionnaire that none of the conditions set down in article 45 of EC Directive 2004/18/EC apply to their organisation or expression of interest.
III.2.2)Economic and financial ability
Information and formalities necessary for evaluating if the requirements are met: Refer to PQQ and MOI.
III.2.3)Technical capacity
Information and formalities necessary for evaluating if the requirements are met:
Refer to PQQ and MOI.
Refer to PQQ and MOI.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts
III.3.1)Information about a particular profession
Execution of the service is reserved to a particular profession: no
III.3.2)Staff responsible for the execution of the service
Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no
Section IV: Procedure
IV.1)Type of procedure
IV.1.1)Type of procedure
Restricted
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
Envisaged minimum number 5: and maximum number 8
Objective criteria for choosing the limited number of candidates: Refer to PQQ and MOI
Objective criteria for choosing the limited number of candidates: Refer to PQQ and MOI
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria
IV.2.1)Award criteria
The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document
IV.2.2)Information about electronic auction
An electronic auction will be used: no
IV.3)Administrative information
IV.3.1)File reference number attributed by the contracting authority:
HCAE14079
IV.3.2)Previous publication(s) concerning the same contract
no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document
IV.3.4)Time limit for receipt of tenders or requests to participate
10.1.2014 - 13:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates
IV.3.6)Language(s) in which tenders or requests to participate may be drawn up
English.
IV.3.7)Minimum time frame during which the tenderer must maintain the tender
IV.3.8)Conditions for opening of tenders
Section VI: Complementary information
VI.1)Information about recurrence
This is a recurrent procurement: no
VI.2)Information about European Union funds
The contract is related to a project and/or programme financed by European Union funds: no
VI.3)Additional information
All discussions, meetings and communications will be conducted in English.
The contract will be subject to English law. Tenders and all supporting documents must be priced in GBP and all payments under the contract will be made in GBP.
Minimum of estimated contract value range is cumulative based on the initial 2 year contract term
Maximum of estimated contract value range is cumulative based on the maximum 5 year contract term, subject to extensions at the HCAs absolute discretion after year 2.
The HCA will be the contracting authority for all PSA services.
In order to maintain service levels and facilitate transition of services the HCA reserves the right to amend the procurement timescales and commencement date of the service contract with the successful applicant at its absolute disretion.
The HCA does not warrant any of the indicative contract values or service volumes set out in this contract notice. Organisations invited to tender will be required to undertake their own due diligence in these matters and HCA shall have no liability to any applicant or bidder where actual service volumes differ from forecast estimates.
The HCA will not be bound to award a contract or contracts and may cancel the procurement at any point. Applicants are responsible for their own costs and participate in this procurement entirely at their own risk. The HCA shall have no liability whatsoever to any applicant or bidder in the event that it elects to abandon this procurement process without making a contract award, to award a contract for part of the service only or amend its requirements.
This procurement and award is subject to the transparency arrangements being adopted by the UK Government. These arrangements include the publication of tender documentation issued by the HCA and the contract between the HCA and supplier. Bidders should highlight any areas they consider commercially sensitive in order for the HCA to be able to honour our transparency obligations without undermining the bidder's commercial interests.
Candidates are advised that the HCA is subject to the Freedom of Information Act 2000 ("The Act"). If a candidate considers that any of the information supplied as part of this procurement procedure should not be disclosed because of its commercial sensitivity, confidential or otherwise, they must, when providing this information, clearly identify the specific information they do not wish to be disclosed and clearly specify the reasons for its sensitivity. The HCA shall take such statements into consideration in the event that it receives a request pursuant to the Act which relates to the information provided by the interested party. Please note, it is insufficient to include a statement of confidentiality encompassing all the information provided in the response.
To view this notice, please click here:
The contract will be subject to English law. Tenders and all supporting documents must be priced in GBP and all payments under the contract will be made in GBP.
Minimum of estimated contract value range is cumulative based on the initial 2 year contract term
Maximum of estimated contract value range is cumulative based on the maximum 5 year contract term, subject to extensions at the HCAs absolute discretion after year 2.
The HCA will be the contracting authority for all PSA services.
In order to maintain service levels and facilitate transition of services the HCA reserves the right to amend the procurement timescales and commencement date of the service contract with the successful applicant at its absolute disretion.
The HCA does not warrant any of the indicative contract values or service volumes set out in this contract notice. Organisations invited to tender will be required to undertake their own due diligence in these matters and HCA shall have no liability to any applicant or bidder where actual service volumes differ from forecast estimates.
The HCA will not be bound to award a contract or contracts and may cancel the procurement at any point. Applicants are responsible for their own costs and participate in this procurement entirely at their own risk. The HCA shall have no liability whatsoever to any applicant or bidder in the event that it elects to abandon this procurement process without making a contract award, to award a contract for part of the service only or amend its requirements.
This procurement and award is subject to the transparency arrangements being adopted by the UK Government. These arrangements include the publication of tender documentation issued by the HCA and the contract between the HCA and supplier. Bidders should highlight any areas they consider commercially sensitive in order for the HCA to be able to honour our transparency obligations without undermining the bidder's commercial interests.
Candidates are advised that the HCA is subject to the Freedom of Information Act 2000 ("The Act"). If a candidate considers that any of the information supplied as part of this procurement procedure should not be disclosed because of its commercial sensitivity, confidential or otherwise, they must, when providing this information, clearly identify the specific information they do not wish to be disclosed and clearly specify the reasons for its sensitivity. The HCA shall take such statements into consideration in the event that it receives a request pursuant to the Act which relates to the information provided by the interested party. Please note, it is insufficient to include a statement of confidentiality encompassing all the information provided in the response.
The HCA takes a zero-tolerance approach to bribery and corruption and sets high standards of impartiality, integrity and objectivity in relation to the stewardship of public funds and the management of its activities. The principles contained within this policy apply to both internal and external audiences, including anyone wishing to undertake business or engage with the HCA. Please refer to our Anti-bribery and Corruption Policy by visiting http://www.homesandcommunities.co.uk/ethical-policies for further information.
All dates included in this notice are provisional and potentially subject to revision.To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=81230036
GO Reference: GO-20131127-PRO-5294773VI.4)Procedures for appeal
VI.4.1)Body responsible for appeal procedures
Homes and Communities Agency
St Georges House, Kingsway, Team Valley Trading Estate
NE11 0NA Gateshead
UNITED KINGDOM
Telephone: +44 3001234500
Body responsible for mediation procedures
Homes and Communities Agency
St Georges House, Kingsway, Team Valley Trading Estate
NE11 0NA Gateshead
UNITED KINGDOM
Telephone: +44 3001234500
VI.4.2)Lodging of appeals
VI.4.3)Service from which information about the lodging of appeals may be obtained
Homes and Communities Agency
St Georges House, Kingsway, Team Valley Trading Estate
NE11 0NA Gateshead
UNITED KINGDOM
Telephone: +44 3001234500
VI.5)Date of dispatch of this notice:
27.11.2013