LHP572 Housing, Asset, Repairs and Compliance Management Solution

Description

Preliminary Market Engagement (PME) Notice Lincolnshire Housing Partnership – Housing Management System (HMS) and Repairs Management System (RMS) — Integrated, Best-of-Breed, or Hybrid Configurations (For Market Information Only – Not a Call for Competition) Introduction and Purpose Lincolnshire Housing Partnership (“LHP”) is a not-for-profit housing association managing approximately 12,177 homes across seven local authority areas in Lincolnshire, supporting more than 20,000 residents. LHP employs around 457 colleagues, including an internal Direct Labour Organisation (DLO) of approximately 124 field operatives, and has an annual turnover of circa £66.6m (2024/25). LHP is guided by its vision of creating “Places to be proud of”. LHP is considering a future procurement of replacement Housing Management System (HMS) and Repairs Management System (RMS) solutions. These may be delivered as a single integrated suite, as best-of-breed components, or as a hybrid configuration. The purpose of this Preliminary Market Engagement (PME) Notice is to: • Inform the market of this potential future opportunity. • Gather insight into available solutions, capabilities, and delivery models. • Understand the maturity of modern HMS and RMS solutions across the housing sector. • Assess usability, functional coverage, environmental performance, security and GDPR compliance. • Shape the LHP’s procurement strategy, specification, and evaluation approach. • Test the proposed lot structure, indicative contract term and commercial models with the market. This notice is issued for information and market engagement purposes only. It does not constitute a call for competition, nor does it commit LHP to undertake a procurement. Background LHP is currently delivering its “Everyday Better” change programme and holds a G1 / V2 / C2 regulatory rating, with an explicit ambition of achieving a C1 Consumer Standard rating by March 2027. LHP operates a range of core systems supporting housing, income, asset management, compliance, repairs and customer engagement. Replacement of the core HMS and RMS solutions is a key enabler of LHP’s service and regulatory ambitions. As part of its ongoing digital and service transformation, LHP is exploring the opportunity to: • Rationalise and modernise its application landscape. • Improve data quality, integration, and reporting. • Enhance customer experience and digital access. • Enable mobile, flexible and efficient working practices, including for the in-house DLO. • Strengthen compliance, governance, and assurance. • Strengthen regulatory performance against the Consumer Standards, Tenant Satisfaction Measures and Awaab’s Law. LHP is therefore seeking to better understand the capabilities of modern, cloud-based HMS and RMS solutions available in the market. Scope of Potential Requirement LHP is considering the provision of replacement HMS and RMS solutions, potentially delivered as Software as a Service (SaaS). A multi-lotted procurement structure has been approved internally, and LHP is open to responses from suppliers able to deliver a single integrated suite, individual lots, or a hybrid configuration. Following an internal options appraisal, LHP’s Executive Leadership Team has approved a three-lot structure for the procurement. Suppliers may bid for one or more lots, and consortium bids are permitted: • Lot 1 – Housing Management System (HMS): tenancy, rents, lettings, arrears, income, asset management, compliance, CRM and case management. • Lot 2 – Repairs Management System (RMS) and Dynamic Scheduler: responsive, planned and cyclical repairs, dynamic scheduling and resource optimisation across the in-house DLO and external contractors, and mobile working. • Lot 3 – Integrated Platform: a single, integrated solution delivering the combined scope of Lots 1 and 2 (HMS, RMS and Dynamic Scheduler). Suppliers may bid for Lot 1 only, Lot 2 only, Lots 1 and 2, or Lot 3 (the integrated platform). Consortium bids across lots are permitted. LHP intends to run the procurement as a Competitive Flexible Procedure under the Procurement Act 2023. The scope may include (but is not limited to) the following functional areas: Housing Management (HMS) Functional Scope • Tenancy, rents, lettings and arrears management. • Income management and welfare support. • Asset management (stock condition, lifecycle, investment planning). • Compliance management (statutory safety and regulatory compliance). • CRM, customer engagement and case management. • Neighbourhoods and anti-social behaviour (ASB) case management, including tenancy sustainment and risk-based intervention. • Workflow, automation and management reporting. Repairs Management (RMS) Functional Scope • Responsive, planned and cyclical repairs management. • Dynamic scheduling and resource optimisation across the in-house DLO and external contractors. • Field service and mobile solutions for operatives, including offline working. • Real-time job management, updates, and stores and van stock control. • Empty homes / void works management, including scheduling, compliance tracking, and lettable standard workflows. • Damp, mould and disrepair case management aligned to Awaab’s Law. Digital and Self-Service • Customer Portal (tenants/residents). • Contractor Portal and contractor management. • Self-service functionality (repairs, payments, updates, communications). Integration and Data • API-first or integration-enabled architecture. • Ability to integrate with existing and future systems. • Reporting, analytics, and data management capabilities. Key Areas of Market Engagement Through this PME, LHP is particularly interested in gaining supplier insight into: Usability and User Experience • Intuitive, user-friendly interfaces for staff and customers. • Accessibility standards and inclusive design. • Configurability versus customisation. Functional Capability • Breadth and depth of end-to-end housing and repairs functionality. • Ability to operate as a single integrated suite versus separate HMS and RMS components, and the integration implications of each. • Workflow automation and case management flexibility. Environmental Considerations • Sustainability credentials of hosting and delivery models. • Carbon footprint and energy efficiency of SaaS solutions. • Alignment with environmental reporting and ESG standards. Security of Information • Security architecture and controls. • Accreditation (e.g. ISO 27001 or equivalent). • Security operations (e.g. monitoring, SOC capabilities, incident response). Data Protection and GDPR • Data hosting location and sovereignty. • GDPR compliance and data management controls. • Data retention, auditability and access controls. Regulatory Compliance • Support for the Consumer Standards and Tenant Satisfaction Measures. • Compliance with Awaab’s Law, including damp and mould case handling and timescale tracking. • Data quality and reporting to support statutory and regulatory data returns. Delivery and Commercial Considerations LHP is also seeking feedback on: • Typical implementation approaches and timescales. • Data migration and transition strategies. • Ongoing support and managed service models. • Commercial models (licensing, subscription, modular pricing). • Supplier experience within the UK housing sector. • Indicative annual contract values and the principal cost drivers for solutions of this scale. • Views on an indicative contract term of five years, with options to extend by up to two further years in one-year increments. Market Engagement Activities LHP anticipates undertaking a structured market engagement exercise which may include: • Supplier questionnaires • Supplier briefing sessions (virtual or in-person) • Demonstrations / solution overviews • Follow-up clarification discussions Further details will be shared with interested suppliers. Procurement and Transparency Statement • This PME is conducted in accordance with applicable UK procurement regulations and guidance. • Participation is non-competitive and non-binding. • No supplier will be advantaged or disadvantaged through participation. • Any future procurement will be conducted via a separate, formal process. Access to the procurement documentation can be found at the following address: https://in-tendhost.co.uk/lhp/aspx/Home