Award

Out of Hours Call Handling Services (2020)

LONDON & QUADRANT HOUSING TRUST

This public procurement record has 1 release in its history.

Award

14 Aug 2020 at 11:46

Award Notice
Summary of the contracting process

The public procurement process is being led by London & Quadrant Housing Trust for the contract titled "Out of Hours Call Handling Services (2020)," within the customer services industry category. The contracting authority is based in London, England, and has initiated this procurement via the OJEU Open procedure. The tender period concluded on 29th June 2020, with the award for the contract being made on 28th July 2020. The contract, valued at £1,760,000, has a duration from 13th August 2020 to 12th August 2025, with potential extensions available.

This tender represents a significant opportunity for businesses specialising in customer service and emergency call handling solutions, particularly for small and medium-sized enterprises (SMEs). The expected increase in call volume over the contract period — beginning with over 65,000 calls in 2020 and projected to rise to almost 80,000 by 2024 — suggests a growing demand for service providers in this sector. Companies that offer innovative communication solutions or have expertise in managing high volumes of customer interactions would be particularly well-suited to compete for similar contracts in the future.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Out of Hours Call Handling Services (2020)

Notice Description

L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service at 6 p.m. on Thursday 29 October 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf. The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024). TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services. Any successful bidder will be expected to contract with L and Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid). Please see the procurement documentation for applicable all information. Enquiries may be made through the correspondence facility of L and Q's eSourcing portal (In-Tend).

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/4e40db14-386a-4db9-a2c5-c7af93a03459
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79342300 - Customer services

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£1,760,000 £1M-£10M
Lots Value
Not specified
Awards Value
£1,760,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
14 Aug 20205 years ago
Submission Deadline
29 Jun 2020Expired
Future Notice Date
Not specified
Award Date
27 Jul 20205 years ago
Contract Period
12 Aug 2020 - 12 Aug 2025 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LONDON & QUADRANT HOUSING TRUST
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E15 4PH
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI41 Hackney and Newham
Delivery Location
Not specified
Local Authority
Newham
Electoral Ward
Stratford
Westminster Constituency
Stratford and Bow

Supplier Information

Number of Suppliers
1
Supplier Name

ALLIED HEALTH-SERVICES LIMITED T/A FIRST CALL BUSINESS COMMUNICA

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f-2020-08-14T12:46:26+01:00",
    "date": "2020-08-14T12:46:26+01:00",
    "ocid": "ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "CUS00208",
        "title": "Out of Hours Call Handling Services (2020)",
        "description": "L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service at 6 p.m. on Thursday 29 October 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf. The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024). TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services. Any successful bidder will be expected to contract with L and Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid). Please see the procurement documentation for applicable all information. Enquiries may be made through the correspondence facility of L and Q's eSourcing portal (In-Tend).",
        "status": "complete",
        "classification": {
            "scheme": "CPV",
            "id": "79342300",
            "description": "Customer services"
        },
        "additionalClassifications": [
            {
                "scheme": "CPV",
                "id": "79510000",
                "description": "Telephone-answering services"
            }
        ],
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 1760000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure (above threshold)",
        "tenderPeriod": {
            "endDate": "2020-06-29T12:00:00+01:00"
        },
        "contractPeriod": {
            "startDate": "2020-08-13T00:00:00+01:00",
            "endDate": "2025-08-12T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": false
        },
        "mainProcurementCategory": "services"
    },
    "parties": [
        {
            "id": "GB-SRS-sid4gov.cabinetoffice.gov.uk/zXxx45v7",
            "name": "LONDON & QUADRANT HOUSING TRUST",
            "identifier": {
                "legalName": "LONDON & QUADRANT HOUSING TRUST",
                "scheme": "GB-SRS",
                "id": "sid4gov.cabinetoffice.gov.uk/zXxx45v7"
            },
            "address": {
                "streetAddress": "29-35 West Ham Lane",
                "locality": "LONDON",
                "postalCode": "E154PH",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Danny Carragher",
                "email": "dcarragher@lqgroup.org.uk",
                "telephone": "0300 456 9998"
            },
            "roles": [
                "buyer"
            ]
        },
        {
            "id": "GB-COH-11696513",
            "name": "Allied Health-Services Limited t/a First Call Business Communica",
            "identifier": {
                "legalName": "Allied Health-Services Limited t/a First Call Business Communica",
                "scheme": "GB-COH",
                "id": "11696513"
            },
            "address": {
                "streetAddress": "Cavendish House, Lakhpur Court, Staffordshire Technology Park, Stafford, England, ST18 0FX"
            },
            "details": {
                "scale": "large",
                "vcse": false
            },
            "roles": [
                "supplier"
            ]
        }
    ],
    "buyer": {
        "id": "GB-SRS-sid4gov.cabinetoffice.gov.uk/zXxx45v7",
        "name": "LONDON & QUADRANT HOUSING TRUST"
    },
    "awards": [
        {
            "id": "ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f-1",
            "status": "active",
            "date": "2020-07-28T00:00:00+01:00",
            "datePublished": "2020-08-14T12:46:26+01:00",
            "value": {
                "amount": 1760000,
                "currency": "GBP"
            },
            "suppliers": [
                {
                    "id": "GB-COH-11696513",
                    "name": "Allied Health-Services Limited t/a First Call Business Communica"
                }
            ],
            "contractPeriod": {
                "startDate": "2020-08-13T00:00:00+01:00",
                "endDate": "2025-08-12T23:59:59+01:00"
            },
            "documents": [
                {
                    "id": "1",
                    "documentType": "awardNotice",
                    "description": "Awarded contract notice on Contracts Finder",
                    "url": "https://www.contractsfinder.service.gov.uk/Notice/4e40db14-386a-4db9-a2c5-c7af93a03459",
                    "datePublished": "2020-08-14T12:46:26+01:00",
                    "format": "text/html",
                    "language": "en"
                }
            ]
        }
    ]
}