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Moat completes tender process to find a new repairs and maintenance partner

Following a rigorous tendering process, we are pleased to announce our intention to award a new ten-year contract to Morgan Sindall Property Services to deliver property repairs and maintenance services.

The contract, worth over £200m, will start from the beginning of April 2022 with Morgan Sindall Property Services providing responsive repairs, out-of-hours services and void works to 11,500 of our 20,000 homes across south east London, Kent, Essex and Sussex.

The contract is for an initial period of ten years with the option to extend for a further five years and has the flexibility to include additional requirements, such as cyclical redecoration and building safety works.

A multi-stage tender exercise was carried out and evaluation was based on an assessment of both cost and quality of service, focusing heavily on customer experience and high-quality service delivery.

Our customers were consulted extensively during the tendering process. Over 1,000 customers provided feedback through surveys and online workshops. A Customer Review Panel was created to read and critique the evaluation questions sent to potential suppliers, to provide feedback on how the new partner could deliver social value, and to help evaluate the tender responses of shortlisted suppliers.

“I think it's amazing Moat have actively involved customers in this experience,” said Matthew Mara, a Moat resident. “It shows true dedication to delivering a high-quality service.”

We will continue to engage with customers throughout the mobilisation process and as the contract is set up and managed.

Steve Nunn, Executive Director of New Business and Development, said: “The delivery of a high-quality, customer-focused service is of paramount importance to us, so it was great to have so much customer involvement in the tender process and to have their input at the heart of this new contract.

“We look forward to working with Morgan Sindall Property Services who clearly demonstrated in the tender process how they will deliver an exceptional service that meets the diverse needs of our customers, alongside exciting social initiatives for our communities.”

Alan Hayward, Managing Director of Morgan Sindall Property Services, said: “We are so pleased to be working Moat who clearly share our values and are passionate about delivering a high-quality service and the best possible experience to customers. We are looking forward to delivering social value initiatives which are relevant and engaging for customers and communities.”