Greenwich Council is addressing performance concerns in its housing management system and social value delivery across contracts, alongside financial risks in specific agreements.
The Overview and Scrutiny Committee convened on 18 November 2025, to review contract performance, according to the agenda.
Contract Performance and Social Value
The committee reviewed the annual contract performance report from the Resources Directorate, which highlighted both successes and areas needing improvement across nine key contracts. The report, detailed in appendix B, is the first in a series mandated by the council's new Contract Standing Orders approved in 2024.
While overall performance was rated as good, the report flagged specific concerns:
- Housing Management System: Performance and associated risks require ongoing attention. Issues stem from a recent upgrade where NEC Software Solutions UK Limited (NEC), the system provider, has faced challenges in providing timely responses and clear communication, particularly for non-critical issues. Response times for Priority 1 & Priority 2 calls are generally within guidelines, but lower priority calls often require significant follow-up.
- Social Value: Delivery across the majority of contracts needs improvement. Support service contracts, especially in areas like insurance and specific software production, present difficulties in generating social value. Some contracts were established before the council's increased emphasis on social value in procurement. However, newer contracts, such as the new Financial Management System, have incorporated social value requirements. The council launched its Social Value Portal,
Match My Project,
this year to connect community organisations with suppliers willing to deliver on their social value commitments. - Financial Risk: Two contracts present potential financial risks. The contracts for Alcove (ATEC supplier) and MLL Telecom (Managed Network) fall into a slightly higher risk category, though not at a critical level. MLL Telecom has provided a letter of comfort from their Chief Financial Officer to assure the Council of their financial stability.
To address the Housing Management System issues, the council is holding recurring escalation meetings with NEC. These meetings, which occur monthly at a minimum with ad-hoc sessions for special cases or project milestones, are attended by senior representatives from both the council and NEC, including NEC's Account Manager, Programme Manager, and Director of Delivery. The meetings are chaired by the Director or Senior Assistant Director of Housing and Safer Communities, with support from the Senior AD Digital Operations and Access as needed. These meetings aim to expedite issue resolution and improve communication with NEC, focusing on critical issues, service failures, and remediation expectations.