Heating Systems Repairs, Servicing and Maintenance Contract

Coastline Housing Ltd are seeking suitably qualified and experienced contractors for a broad and complex contract for the provision of comprehensive heating system services/repairs across its diverse property portfolio, comprising approximately 5,000 residential homes and 5 commercial buildings. Coastline has a long track record of achieving 100% compliance in all key areas. The contract is to be a 24/7/365 provision and target time of 2 hours attendance for priority repairs, with all repairs to be complete within 24 hours. Scope of Services The contract will cover but will be advertised as separate lots: Gas Domestic and commercial servicing, testing and repairs Oil-fired heating systems Solid Fuel heating systems Air Source Heat Pumps (ASHP) Ground Source Heat Pumps (GSHP) Including heat networks Domestic and commercial gas heating systems Associated commercial heating systems The successful contractor will be responsible for: Maintaining 100% regulatory compliance at all times 24/7/365 emergency call-out services Planned servicing and maintenance Responsive repairs Planned replacement programmes Key Considerations The incumbent provider is an employee-owned trust. Bidders should consider any potential implications under the Transfer of Undertakings (Protection of Employment) Regulations (TUPE). The geographical spread of properties across Cornwall presents logistical and operational challenges that require robust planning and local knowledge. In context, the current contract has a 24/7/365 target time of 2 hours attendance for priority repairs so a locally based team will be essential. The ability to identify and prioritise vulnerable customers will be required. Coastline uses gas capping as an absolute last resort and there will be a requirement for the contractor to strive continuously in the event of access refusals, including the provision of full evidence of access attempts. There is a strong emphasis on social value, sustainability, and local economic impact, which may require additional reporting and commitments. Contractors will be expected to demonstrate alignment with these priorities including adherence to a zero to landfill standard. The contract will be procured using an Open Procedure under the Procurement Act 2023 and associated Regulations. Coastline is a Corgi QAS Accredited Business, and the contractor will be required to support retention of this standard at no additional cost. The contractor will be required to access Coastline's online portal to provide all necessary documentation and confirm completion of all works before the end of every working day. This contract presently includes a penalty of up to £100,000 per month for failure to achieve minimum levels of acceptable performance and a similar arrangement will be included in any future contract. Minimum Requirements Interested suppliers must demonstrate: Proven experience in delivering similar services across all areas of work and specified system types. Relevant industry accreditations (e.g., HETAS, NICEIC, Gas Safe, OFTEC, MCS) Capacity to manage emergency response and high-volume service delivery A commitment to ensure that Coastline meets all Regulatory standards. A commitment to compliance, quality assurance, and customer service.