Award

Out of Hours Call Handling Services

LONDON & QUADRANT HOUSING TRUST

This public procurement record has 1 release in its history.

Award

20 Aug 2019 at 09:17

Award Notice
Summary of the contracting process

The London & Quadrant Housing Trust (L&Q) is currently in the award stage of a tender process for "Out of Hours Call Handling Services". This procurement falls under the category of customer services within the UK’s affordable housing industry, specifically aimed at managing over 90,000 homes mainly located in London and the south-east. The contract, worth £498,978, will span from 18 October 2019 to 17 October 2024. The procurement method used is an open procedure, with key details highlighted in the procurement documentation provided, and suppliers are encouraged to refer to it for more information regarding service delivery expectations.

This tender presents a prime opportunity for businesses specialising in call handling and customer service operations, particularly those with experience in high-standard telecommunication and emergency response services. Small and medium-sized enterprises (SMEs) are well-suited to compete given the nature of the services required. Suppliers who understand the complexities of handling customer interactions effectively, especially during out-of-hours scenarios, will find this contract advantageous, paving the way for growth within the public sector and enhancing community support services.

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Notice Information

Notice Title

Out of Hours Call Handling Services

Notice Description

L&Q is one of the largest providers of affordable housing in the UK, managing over 90,000 homes in London and the south east of England. Although L&Q work with over 100 local authorities, almost 80% of our homes are located in London boroughs. L&Q have the largest development programme of any Registered Provider operating in the London area. Further information about L&Q Group can be found at www.lqgroup.org.uk L&Q is seeking a Supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The Supplier will delivering the required services to customers in the UK comparative to the size and complexity of L&Q. Managing telephone calls from L&Q's customers (or persons acting on their behalf) outside of L&Q's normal operating hours. The Supplier shall provide an 'Out of Hours' (OOH) telephone call handling service (Services) for residents of London & Quadrant Housing Trust (L&Q) and other organisations who L&Q take Inbound Calls from on behalf of such as L&Q Energy, L&Q Living and Triathlon Homes who require L&Q offered services such emergency repairs or urgent assistance for situations that have arisen. The Services shall include other methods of contact such as webchat (this is not-exhaustive) as proposed by any successful Bidder. In providing the Services the Supplier shall be required to make Outbound Calls also and may also be required to provide an Inbound Calls overflow facility during L&Q's normal operating hours. 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&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 all information. Enquiries may be made through the correspondence facility of L&Q's eSourcing portal In-Tend.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/978a03e2-d83b-4825-9ff3-12d1abb52d7d
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
SME

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
£498,978 £100K-£500K
Lots Value
Not specified
Awards Value
£498,978 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
20 Aug 20196 years ago
Submission Deadline
21 Jun 2019Expired
Future Notice Date
Not specified
Award Date
19 Aug 20196 years ago
Contract Period
17 Oct 2019 - 17 Oct 2024 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

NATIONWIDE PROPERTY ASSISTANCE

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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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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