Tender

Out of Hours Call Handling Services

LONDON & QUADRANT HOUSING TRUST

This public procurement record has 1 release in its history.

Tender

21 May 2019 at 12:51

Tender Notice
Summary of the contracting process

The procurement process is being led by the London & Quadrant Housing Trust, which is one of the largest affordable housing providers in the UK, managing over 90,000 homes primarily within London. The tender, titled "Out of Hours Call Handling Services," is classified under the services industry, with a specific focus on call centre operations as per CPV classification. The procurement method is an open procedure, with the tender period set to close on 21st June 2019. The resulting contract is expected to commence on 16th September 2019 and will run until 15th September 2024. Interested suppliers should ensure they review the procurement documentation available through L&Q's eSourcing portal for further details.

This tender presents an excellent opportunity for businesses specialising in call handling and customer service solutions, particularly those with experience in delivering high-quality out-of-hours services. Companies that are agile and capable of managing inbound and outbound calls, as well as webchat support, would be particularly well-suited to compete for this contract. Additionally, small and medium-sized enterprises (SMEs) are encouraged to participate, given that the procurement process has been designed to accommodate such firms, potentially allowing them to expand their market footprint in the housing sector.

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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 Intend. Additional information: All procurement documentation is available at: 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-c6659dc9-2df4-401e-ba90-8f13433f7d49
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/ecbda0cd-cb31-4927-babc-5cfbc7d7bd38
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
SME
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
21 May 20196 years ago
Submission Deadline
21 Jun 2019Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
15 Sep 2019 - 15 Sep 2024 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
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

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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