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Council Tax Call Handlers

LONDON BOROUGH OF NEWHAM

This public procurement record has 1 release in its history.

Award

05 Oct 2026 at 13:11

Award Notice
Summary of the contracting process

The London Borough of Newham commissioned additional telephone call-handling support for its Council Tax and Benefits Service. The work covers handling customer enquiries, supporting Council Tax recovery activity and carrying out associated administration. It is intended to help the service manage increased demand across revenues, recovery and customer contact, maintain performance standards, respond to customer needs and maximise Council Tax revenue and recovery. The service is delivered in Newham, London. This is a customer-contact and administrative support service, rather than a purchase of goods or construction work.

The procurement is complete and the contract was awarded to NEC Software Solutions UK Limited on 27 July 2026. It was a selective call-off from the VAS RM6259 framework agreement. The award value is £325,022.80. The contract period runs from 1 September 2026 to 31 March 2027. The original tender deadline was 5 August 2026. The requirement was presented as a single service, with no separate lots described. The available evaluation information identifies no award criteria, so the basis on which bids were compared cannot be established from the published process details.

The award demonstrates demand from Newham for temporary or additional telephone capacity embedded in Council Tax and Benefits operations. A credible competitor when this requirement next reaches the market would need to handle customer enquiries at scale while supporting revenues and recovery work, with the administrative capability to connect call handling to the service’s day-to-day processes. Maintaining service performance and helping the council address customer needs and Council Tax collection are central to the requirement. The contract went to a large supplier through a call-off from the VAS RM6259 framework, so businesses would need to be positioned to compete through that route. The stated suitability assessment did not identify the requirement as suitable for SMEs or voluntary, community and social enterprises. No specific accreditation or technical qualification is established by the published requirements.

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Notice Information

Notice Title

Council Tax Call Handlers

Notice Description

The Council Tax and Benefits Service has experienced increased demand across its revenues, recovery and customer contact functions. To support service delivery and maintain performance standards, the service requires additional telephony resources to manage customer enquiries, recovery activity and associated administration. The supply of extra call handlers will support Council Tax in relation to customer needs and help to maximise Council Tax revenue and recovery. Award via VAS RM6259

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-14588b1d-8424-4836-b667-decb6be107c6
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/2221a0f1-4b88-49a1-ac28-0e413787b9c0
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Call-off from a framework agreement
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79500000 - Office-support services

Notice Value(s)

Tender Value
£325,022 £100K-£500K
Lots Value
Not specified
Awards Value
£325,022 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
5 Oct 2026Yesterday
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
27 Jul 20262 months ago
Contract Period
1 Sep 2026 - 31 Mar 2027 6-12 months
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 BOROUGH OF NEWHAM
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
E16 2QU
Postcode Area
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
Royal Albert
Westminster Constituency
West Ham and Beckton

Supplier Information

Number of Suppliers
1
Supplier Name

NEC Software Solutions UK Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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.

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