City of London - HRA - Maintenance of Lifts and Platform Lifts
A practical guide to understanding what the buyer really wants and how to build a winning response.
The real focus isn't just the lifts
When you look at this tender, the word "maintenance" might jump out at you.
But it's not just about maintaining lifts.
It's about ensuring that the residents of the City of London Housing feel safe and secure.
Every single day.
The contract covers regular servicing, planned preventative maintenance and reactive maintenance, including breakdowns and passenger entrapments.
Both during normal hours and out of hours.
Strict service level agreements (SLAs) and key performance indicators (KPIs) are a major part of this tender.
That's what I'd concentrate on in my submission.
Think about the people using the lifts
Yes, it's about the lifts.
But it's also about the people using them.
Residents who rely on lifts for accessibility.
People who need to feel safe when they're using them.
If I were writing this tender, I'd be addressing how my service will minimise disruption and ensure reliability.
How I will make sure that no one is left stranded or anxious.
Pay attention to what they say
The City of London Corporation is clear about what matters to them.
They've laid out very specific SLAs and KPIs.
This isn't just a tick-box exercise.
They want to know that you understand the importance of adhering to these standards.
I'd want to see detailed plans on how you will meet, or even exceed, these requirements.
Evidence over promises
Evidence always beats promises.
When I worked in the public sector, I saw many bids that promised the earth.
But very few backed it up with evidence.
Here's what I'd include:
- Case studies of similar contracts you've managed
- Testimonials from satisfied clients
- Data showing compliance with SLAs and KPIs
- Certifications and qualifications of your team
Don't just react, plan
Reactive maintenance is part of this contract.
But the real value is in planned preventative maintenance.
The City wants to know that you won't just fix problems.
You’ll prevent them.
I'd emphasise my approach to scheduled inspections and proactive repairs.
How I will keep lifts running smoothly to avoid breakdowns in the first place.
Show how you'll handle emergencies
Lift breakdowns and passenger entrapments are serious.
The City wants assurance that these situations will be handled promptly and professionally.
I'd outline my emergency response procedures.
How my team is trained to deal with entrapments swiftly.
And how communication will be maintained with those affected.
Consistency over the contract term
This contract runs from February 2027 to January 2030, with the possibility of extension to 2032.
Consistency is key.
I'd explain how I plan to maintain high standards throughout the entire contract duration.
How I'll manage staff turnover, training and performance reviews.
Consistency isn't easy to deliver.
But it's what the City will be looking for.
Remember the importance of communication
Effective maintenance isn't just technical.
It's also about communication.
Keeping the City informed about what's happening.
Reporting issues promptly and transparently.
If I were preparing this bid, I'd detail how I will maintain open lines of communication.
How I will ensure the City is never left in the dark.
Common mistakes
Avoid submissions that:
- Focus solely on technical specifications without addressing user impact
- Fail to provide evidence of past performance
- Overlook the importance of SLAs and KPIs
- Ignore the need for a robust emergency response plan
- Assume reactive maintenance is enough without preventative measures
- Neglect the importance of communication with the City
- Underestimate the significance of consistency over the contract term
My Final Thoughts
This tender isn't just about maintaining lifts.
It's about maintaining trust with the City of London Corporation and the residents who rely on these services.
The contract is valued at £600,000 over up to five years and quality will matter as much as price.
With strict SLAs and KPIs, the City is looking for a partner who can deliver reliable, proactive and responsive service.
That's what I'd focus on in my submission.
Thanks for reading.
I hope this guide has helped make public procurement feel a little less daunting. If it has, then it's done its job.
P.S. Got a question?
If you've got a question about anything you've read, or you're stuck on a tender, just send me an email.
Whether it's a quick question or you simply need pointing in the right direction, I'm always happy to help if I can.
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Our guides are written using publicly available procurement information, including contract notices and published tender documents where available. They are designed to help suppliers understand the buyer's likely priorities and think more strategically about their approach. They are not based on any bidder's confidential submission, bespoke bid strategy or non-public procurement information.