Tender

Out of Hours Call Handling (2020)

LONDON & QUADRANT HOUSING TRUST

This public procurement record has 3 releases in its history.

TenderAmendment

08 Jun 2020 at 09:08

Tender Notice
TenderAmendment

02 Jun 2020 at 16:56

Tender Notice
Tender

13 May 2020 at 15:52

Tender Notice
Summary of the contracting process

The London & Quadrant Housing Trust (L&Q) is currently seeking suppliers for their "Out of Hours Call Handling (2020)" tender, which falls under the services category, specifically focusing on call centre operations. This procurement process is in the tender stage, with the submission deadline set for 29th June 2020. The contract period is scheduled to commence on 10th August 2020 and will run until 9th August 2025. The services will be delivered across the United Kingdom, particularly supporting L&Q's extensive customer base in London and the south-east, which includes handling emergency queries and urgent calls outside normal operational hours.

This tender presents significant opportunities for businesses involved in customer service and call handling solutions, particularly those with experience in providing high-quality, responsive services in the housing sector. Companies that specialise in call centre management, emergency response communications, or related customer service provisions would be ideally suited to compete for this contract. Additionally, suppliers familiar with working alongside large organisations and managing complex call flows will find this opportunity particularly advantageous as L&Q aims to enhance their customer interactions across various channels.

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Notice Information

Notice Title

Out of Hours Call Handling (2020)

Notice Description

L&Q is one of the largest providers of affordable housing in the UK, managing over 95,000 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 and L&Q Living 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 Intend. Additional information: Please note all procurement documentation is available for free download to any parties wishing to express an interest. Please visit L&Q's eSourcing Portal (In-Tend) using the following to the front end and registration pages of the portal as applicable: https://in-tendhost.co.uk/lqgroup/aspx/Home https://in-tendhost.co.uk/lqgroup/aspx/Registration Is a Recurrent Procurement Type? : No

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/5ada5930-5c72-4133-a014-91f3ac0c0e26
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (above threshold)
Tender Suitability
Not specified
Awardee Scale
Not specified

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

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
8 Jun 20205 years ago
Submission Deadline
29 Jun 2020Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
9 Aug 2020 - 9 Aug 2025 Over 5 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LONDON & QUADRANT HOUSING TRUST
Contact Name
Danny Carragher
Contact Email
dcarragher@lqgroup.org.uk
Contact Phone
+44 3004569998

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

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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