LHP572 Housing Management and Repairs Platform

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