Award

Provision of Out of Hours call handling and social media monitoring Framework Services

HYDE HOUSING ASSOCIATION LTD

This public procurement record has 1 release in its history.

Award

14 Dec 2023 at 15:08

Award Notice
Summary of the contracting process

The Hyde Group has recently awarded a contract for the provision of Out of Hours call handling and social media monitoring services under a four-year Framework Agreement. The contracting opportunity was classified under services for call centre and repair and maintenance services. The contract value is £50 million, with a minimum value of £50,000. The tender was conducted using an open procedure, with tender submissions closing on May 15, 2023. The contract period will run from December 1, 2023, to November 30, 2027.

This tender presents growth opportunities for businesses providing Out of Hours call handling and social media monitoring services, particularly for SMEs. Businesses in the call centre and repair and maintenance services industry category may find this tender well-suited for competing. The procurement stage has reached the award phase, with CAREIUM UK LIMITED, NATIONWIDE PROPERTY ASSISTANCE LTD, Eastvantage Business Solutions Inc, and Response Team 247 Limited being the awarded suppliers. The buying organisation, Hyde Housing Association Ltd, based in London, is the contracting authority for this framework agreement.

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Notice Information

Notice Title

Provision of Out of Hours call handling and social media monitoring Framework Services

Notice Description

**THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE** It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to: - Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols, - Anti-social behaviour (ASB) management - managing calls and providing reports, - Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc, - Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains. The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document. The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period. This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services. Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations): A full list of potential contracting authorities can be found here under the most recent file: https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide The following public bodies may also use the Framework Agreement: http://www.wales.com/study/universities-wales http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415 http://www.gov.scot/Topics/Government/public-bodies/about/Bodies **THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE**

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ad00d0da-eecb-4787-b323-dacf159f63f4
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

50 - Repair and maintenance services

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

CPV Codes

50000000 - Repair and maintenance services

79512000 - Call centre

Notice Value(s)

Tender Value
£50,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
£50,000,000 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
14 Dec 20232 years ago
Submission Deadline
15 May 2023Expired
Future Notice Date
Not specified
Award Date
22 Nov 20232 years ago
Contract Period
1 Dec 2023 - 30 Nov 2027 4-5 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
HYDE HOUSING ASSOCIATION LTD
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
SE1 9EQ
Post Town
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
Not specified
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Supplier Information

Number of Suppliers
4
Supplier Names

CAREIUM

EASTVANTAGE BUSINESS SOLUTIONS

NATIONWIDE PROPERTY ASSISTANCE

RESPONSE TEAM 247

Further Information

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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