Tender

Out of Hours Call Monitoring Tender

TOGETHER HOUSING GROUP LIMITED

This public procurement record has 1 release in its history.

Tender

16 Mar 2018 at 11:46

Tender Notice
Summary of the contracting process

The Together Housing Group Limited is initiating the Out of Hours Call Monitoring Tender, which is a public procurement opportunity within the services industry, specifically focusing on telephone-answering services. This tender aims to establish a contract for monitoring emergency calls linked to approximately 37,000 properties across the North of England, including regions such as Lancashire, Yorkshire, and Humberside. The tender period concludes on 13 April 2018, with the contract expected to begin on 1 July 2018 and run for three years until 30 June 2021. The total value of this procurement is estimated at £270,000 and follows an open procurement method, requiring bidders to submit their proposals according to specified guidelines.

This tender presents a significant opportunity for businesses specialising in emergency call handling and monitoring services, including SMEs and voluntary community and social enterprises (VCSEs). Companies that offer advanced customer service and have experience in managing emergency situations would be particularly well-suited to compete for this contract. The successful provider will need to deliver high-quality, efficient responses to emergency calls, which could lead to successful long-term partnerships with Together Housing Group and enhance their business profile in the sector.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Out of Hours Call Monitoring Tender

Notice Description

Formed in 2011 Together Housing Group owns and manages 37,000 homes for rent, shared ownership and sales across the North of England, affecting more than 50,000 people's lives and employing 1300 people. The Emergency Telephone call support service is provided to approximately 37,000 properties located across Lancashire, Yorkshire and Humberside, Calderdale and Salford and operates 365 days a year and generates approximately 30,000 calls per annum. This service is currently managed in house and is predominantly accessed by customers reporting an emergency repair. All information required to deal with calls accessing this service, is provided and updated by key service areas of the business and in accordance with business needs. Pendleton in Salford, although part of the Together Housing Group, is operated on a PFI contract whereby strict criteria and penalties apply. Monitoring and Reporting of this service is required to be available both in summary and detail, i.e. enabling the service provided to Pendleton to be identified as part of THA and distinct from it also. The service provides a single point of access for all our customers who are experiencing an emergency situation out of office hours where the situation poses an immediate risk to person or property. Together Housing Association (THA) is seeking to appoint a highly experienced and skilled Emergency Telephone Call monitoring provider that is fully customer focused and will deliver a high quality cost effective service to all our customers. Calls received by the Emergency Telephone Provider include the following types of requests; * Repairs and Maintenance * Anti Social Behavior * Compliance and "specialist sub contractor" services * Major incidents All calls received require to be triaged at the first point of contact in order to determine the most appropriate and efficient response, ensuring any risk to person, property and company are managed in accordance with Together Housing's policies, procedures, service standards The service is predominantly accessed by customers of Together Housing, reporting a repair and by Technicians, Subcontractors and Emergency Services. However, customers are also actively encouraged to report ASB to OOH whilst the issue is occurring. The service operates on all weekdays outside of normal office working hours (currently from 4.30pm to 09.00am) Monday to Friday and 24 hours on Saturdays and Sundays and all Bank Holidays. Additional monitoring may be required on an ad hoc basis; this will operate on a crisis management basis only i.e. in the event of a major emergency, disaster recovery situation or if cover is required during training sessions. The Out of Hours provision currently offers a variance in service in some localities across the group. There are also requirements to deliver variances in processes and in particular to support delivery of THA's service performance standards. Additional information: To submit a response to this tender please follow the instructions below. 1) Click the link https://xantive.supplierselect.com 2)Click the link "Create a new organization account" 3) Register an account 4) Login with new details 5) Click "Public Projects" link at top right of screen 6) Click "Create Invitation" for the "Out of Hours Telephone Monitoring Service" project 7) Change Status to Accepted 8) Complete questionnaire displayed and change the status to 'Submitted'

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8ffe922f-ad6a-4c54-8568-b1cc161b1fdd
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, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£270,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
16 Mar 20187 years ago
Submission Deadline
13 Apr 2018Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 Jun 2018 - 30 Jun 2021 3-4 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
TOGETHER HOUSING GROUP LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
HALIFAX
Postcode
HX1 2EB
Post Town
Halifax
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE44 Calderdale and Kirklees
Delivery Location
TLD North West (England), TLE Yorkshire and The Humber
Local Authority
Calderdale
Electoral Ward
Town
Westminster Constituency
Halifax

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. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e-2018-03-16T11:46:59Z",
    "date": "2018-03-16T11:46:59Z",
    "ocid": "ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e",
    "language": "en",
    "initiationType": "tender",
    "tender": {
        "id": "OOH Call Monitoring",
        "title": "Out of Hours Call Monitoring Tender",
        "description": "Formed in 2011 Together Housing Group owns and manages 37,000 homes for rent, shared ownership and sales across the North of England, affecting more than 50,000 people's lives and employing 1300 people. The Emergency Telephone call support service is provided to approximately 37,000 properties located across Lancashire, Yorkshire and Humberside, Calderdale and Salford and operates 365 days a year and generates approximately 30,000 calls per annum. This service is currently managed in house and is predominantly accessed by customers reporting an emergency repair. All information required to deal with calls accessing this service, is provided and updated by key service areas of the business and in accordance with business needs. Pendleton in Salford, although part of the Together Housing Group, is operated on a PFI contract whereby strict criteria and penalties apply. Monitoring and Reporting of this service is required to be available both in summary and detail, i.e. enabling the service provided to Pendleton to be identified as part of THA and distinct from it also. The service provides a single point of access for all our customers who are experiencing an emergency situation out of office hours where the situation poses an immediate risk to person or property. Together Housing Association (THA) is seeking to appoint a highly experienced and skilled Emergency Telephone Call monitoring provider that is fully customer focused and will deliver a high quality cost effective service to all our customers. Calls received by the Emergency Telephone Provider include the following types of requests; * Repairs and Maintenance * Anti Social Behavior * Compliance and \"specialist sub contractor\" services * Major incidents All calls received require to be triaged at the first point of contact in order to determine the most appropriate and efficient response, ensuring any risk to person, property and company are managed in accordance with Together Housing's policies, procedures, service standards The service is predominantly accessed by customers of Together Housing, reporting a repair and by Technicians, Subcontractors and Emergency Services. However, customers are also actively encouraged to report ASB to OOH whilst the issue is occurring. The service operates on all weekdays outside of normal office working hours (currently from 4.30pm to 09.00am) Monday to Friday and 24 hours on Saturdays and Sundays and all Bank Holidays. Additional monitoring may be required on an ad hoc basis; this will operate on a crisis management basis only i.e. in the event of a major emergency, disaster recovery situation or if cover is required during training sessions. The Out of Hours provision currently offers a variance in service in some localities across the group. There are also requirements to deliver variances in processes and in particular to support delivery of THA's service performance standards. Additional information: To submit a response to this tender please follow the instructions below. 1) Click the link https://xantive.supplierselect.com 2)Click the link \"Create a new organization account\" 3) Register an account 4) Login with new details 5) Click \"Public Projects\" link at top right of screen 6) Click \"Create Invitation\" for the \"Out of Hours Telephone Monitoring Service\" project 7) Change Status to Accepted 8) Complete questionnaire displayed and change the status to 'Submitted'",
        "datePublished": "2018-03-16T11:46:59Z",
        "status": "active",
        "classification": {
            "scheme": "CPV",
            "id": "79510000",
            "description": "Telephone-answering services"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "region": "North West",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "Yorkshire and the Humber",
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "value": {
            "amount": 270000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Open procedure (above threshold)",
        "tenderPeriod": {
            "endDate": "2018-04-13T23:59:59+01:00"
        },
        "contractPeriod": {
            "startDate": "2018-07-01T00:00:00+01:00",
            "endDate": "2021-06-30T23:59:59+01:00"
        },
        "suitability": {
            "sme": true,
            "vcse": true
        },
        "mainProcurementCategory": "services",
        "documents": [
            {
                "id": "1",
                "documentType": "tenderNotice",
                "description": "Opportunity notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/8ffe922f-ad6a-4c54-8568-b1cc161b1fdd",
                "datePublished": "2018-03-16T11:46:59Z",
                "format": "text/html",
                "language": "en"
            },
            {
                "id": "2",
                "documentType": "biddingDocuments",
                "description": "Tender Access Platform",
                "url": "https://xantive.supplierselect.com"
            }
        ]
    },
    "parties": [
        {
            "id": "GB-SRS-sid4gov.cabinetoffice.gov.uk/SjmD656V",
            "name": "TOGETHER HOUSING GROUP LIMITED",
            "identifier": {
                "legalName": "TOGETHER HOUSING GROUP LIMITED",
                "scheme": "GB-SRS",
                "id": "sid4gov.cabinetoffice.gov.uk/SjmD656V"
            },
            "address": {
                "streetAddress": "BULL GREEN HOUSE",
                "locality": "HALIFAX",
                "postalCode": "HX12EB",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Matt Peters",
                "email": "matt.peters@togetherhousing.co.uk",
                "telephone": "01924831762"
            },
            "details": {
                "url": "http://www.togetherhousing.co.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-SRS-sid4gov.cabinetoffice.gov.uk/SjmD656V",
        "name": "TOGETHER HOUSING GROUP LIMITED"
    }
}