Planning

Provision of call answering and enquiry management service for Housing Ombudsman

HOUSING OMBUDSMAN SERVICE

This public procurement record has 2 releases in its history.

Planning

03 Jan 2017 at 15:01

Planned Procurement Notice
Planning

03 Jan 2017 at 14:42

Planned Procurement Notice
Summary of the contracting process

The Housing Ombudsman Service is initiating a procurement process for the provision of a call answering and enquiry management service. This service, aimed at managing social housing-related enquiries, has a contract value set at £160,000, with a minimum value of £100,000. The contract will run from 27 February 2017 to 29 March 2019. This tender is currently at the planning stage, and interested suppliers can locate supporting documentation on Contracts Finder. The service is classified under the CPV code 79512000 for call centres and will require bidders to have an existing call management service.

This tender presents a significant opportunity for businesses in the call centre industry, particularly those with experience in customer service and managing sensitive communications. Companies that are well-suited to compete include small and medium-sized enterprises (SMEs) capable of providing a front-end service that demonstrates sensitivity and impartiality, especially when dealing with vulnerable customers. The successful supplier will serve as a critical contact point for the Housing Ombudsman, thus the ability to provide high-quality service and effective email management will be essential for prospective bidders.

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Notice Information

Notice Title

Provision of call answering and enquiry management service for Housing Ombudsman

Notice Description

the Housing Ombudsman is keen to seek EOIs from interested suppliers in providing a front end call answering service to the Public for social housing related enquires. The service will also include the provision of some back office functions. The successful supplier can be located anywhere in the UK but will be providing the service to the Public as the front face of the Housing Ombudsman. The successful supplier will need to have an existing call management service and should be capable of managing email communication. The service provides key contact points for some vulnerable customers and the supplier needs to be capable of delivering an impartial but sensitive service. The Housing Ombudsman is an independent statutory body but funded by social landlord registration fees and therefore will be seeking value for money through this engagement. Additional information: The attachments provided will form part of the future ITT pack. Clarifications on these will NOT be taken at this point.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/e0eabae6-7bb7-4ced-81bd-3131e593fffc
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£160,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
3 Jan 20179 years ago
Submission Deadline
Not specified
Future Notice Date
3 Jan 2017Expired
Award Date
Not specified
Contract Period
27 Feb 2017 - 29 Mar 2019 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
HOUSING OMBUDSMAN SERVICE
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
E14 9GE
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Blackwall & Cubitt Town
Westminster Constituency
Poplar and Limehouse

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. 

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