Revenue Collection and Benefits Administration Services

London Borough of Hounslow is seeking a qualified and experienced Service Supplier to deliver a comprehensive suite of Revenue Collection and Benefits Administration services commencing on 1 October 2027. The contract will encompass fully managed collection of Council Tax and Business Rates, administration of Housing Benefits, Council Tax Support, Discretionary schemes, and Free School Meals, as well as a full spectrum of customer‑service functions for each of these areas. The successful supplier will be responsible for the end‑to‑end operation of these services, ensuring compliance, quality, and a customer‑focused approach throughout the lifespan of the engagement.

The supplier will provide and manage the information technology infrastructure required for the contract. This includes the establishment, configuration, and ongoing management of a Business Rates system, a Council Tax system, a Benefits system, and any additional systems not supplied or maintained by the Council that are essential for the delivery of the stated services. Responsibilities will cover mobilisation and implementation of these systems, sustained operation, and integration with existing Council information assets, as well as the provision of ongoing system support and optimisation.

Beyond the core delivery and IT provision, the contract requires the supplier to pursue continuous service improvement, achieve cost savings, benchmark against best practice, and support exit and transition activities at the conclusion of the term. Engagement will begin in February 2027 to allow for full implementation, with the live service taking effect on 1 October 2027 and the initial term running through 30 September 2032, with further extensions available. All solutions must meet the Council’s data security and accessibility standards.

The Authority is seeking a suitably qualified and experienced Service Supplier to deliver high quality, compliant and customer focused Revenue Collection and Benefits Administration Services from 1 October 2027.
The contract will include:
• Fully managed Revenue Collection Service including Council Tax and Business Rates Collection
• Fully managed Benefits Administration Service including Housing Benefits, Council Tax Support and Discretionary schemes
• Fully managed Free School Meals administration
• Customer services for Council Tax, Business Rates, Housing Benefits, Council Tax Support, Discretionary Schemes and Free School Meals
• Provision of the IT systems used: Business Rates system, and Council Tax and Benefits system, and any other systems, not provided or managed by the Council, necessary to meet requirements for service delivery
• Provision of system management for the Business Rates system, and Council Tax and Benefits system, and any other systems, not provided or managed by the Council, necessary to meet the requirements for service delivery
• Mobilisation of the service and system implementation
• Ongoing service improvement, cost savings and benchmarking
• Exit and transition management support
Contract start and go-live: The Contract is anticipated to commence in February 2027 to enable mobilisation and implementation. The full live service will commence on 1 October 2027.
Contract term and end dates: The initial term will run until 30 September 2032.
The Authority may extend the Contract by a further two (2) years (to 30 September 2034) and then by a further two (2) years (to 30 September 2036).
For the avoidance of doubt, the Contract end date is aligned to 30 September and is not linked to the anniversary of the anticipated February commencement date.

Contract location: UK
Communication: https://procontract.due-north.com/Procurer/Advert/View?advertId=01672879-e04a-f111-813c-005056b64545&fromAdvertEvent=True
Languages in which tenders or requests to participate may be submitted: En
This is a recurrent procurement: Yes
Enquiry deadline: 2026-07-06T12:00:00+01:00
Submission address and any special instructions: https://procontract.due-north.com/Procurer/Advert/View?advertId=01672879-e04a-f111-813c-005056b64545&fromAdvertEvent=True
Tenders may be submitted electronically: allowed
Award decision date (estimated): 2027-01-04T23:59:59Z
Recurring procurement:
Publication date of next tender notice (estimated): 2034-09-30T23:59:59+01:00

Lot number: 1
Lot value (estimated)
40.000.000,00 GBP excluding VAT
48.000.000,00 GBP including VAT
This contract is subject to renewal: Yes
Description of renewals: The Authority may extend the Contract at its discretion by a first extension period of up to two (2) years, ending on 30 September 2034 and by a further extension period of up to two (2) years ending on 30 September 2036. The Contract end date (whether at the end of the Initial Term or any extension) is aligned to the Service Go‑Live Date and will fall on 30 September. It is not linked to the anniversary of the anticipated February Contract Commencement Date.

Award criteria:

Name	Type	Weighting
Quality	quality	100%