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ISHA-Out of Hours Call Centre

Islington and Shoreditch Housing Association

This public procurement record has 2 releases in its history.

Award

26 May 2021 at 08:55

Award Notice
Tender

19 Jan 2021 at 15:32

Tender Notice
Summary of the contracting process

The Islington and Shoreditch Housing Association is seeking providers for its "ISHA-Out of Hours Call Centre" contract, which falls under the services industry category, specifically focused on call centre operations. This procurement process is currently in the award stage, with the value of the contract set at £250,000. The contract is expected to commence in July 2021 and will initially run for three years, with the possibility of extensions available based on performance reviews, potentially lasting up to five years in total. Bids for this call centre contract were submitted electronically, with the deadline for submissions having passed on 22nd February 2021.

This tender offers substantial opportunities for businesses specialising in call centre services, particularly those equipped to handle out-of-hours support logistics. Companies that excel in maximising service quality while maintaining competitive pricing will be well-positioned to participate in future phases or similar offerings from ISHA. Given the contract criteria, businesses with robust operational frameworks and experience in residential property management services may find themselves at an advantage in the competitive bidding landscape.

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Notice Information

Notice Title

ISHA-Out of Hours Call Centre

Notice Description

The contract is for the provision of Out of Hours call centre services for residential properties owned and managed by Islington and Shoreditch Housing Association. It is intended that the contract will commence in July 2021 and, subject to annual reviews, run for a period of three years with the option for renewal, as decided by ISHA, for an extension of up to a further one year and then an additional one year, subject to satisfactory reviews based upon performance and quality of service and delivery. The maximum duration of the contract is therefore five years.

Lot Information

Lot 1

The contract is for the delivery of Out of Hours call centre services for residential properties owned and managed by Islington and Shoreditch Housing Association. It is intended that the contract will commence in July 2021, and subject to annual reviews, run for a period of three years with the option for renewal, as decided by ISHA, for an extension of up to a further one year and then an additional one year, subject to satisfactory reviews based upon performance and quality of service and delivery. The maximum duration of the contract is therefore five years.

Options: Overflow call handling and ad-hoc call handling during working hours.

Renewal: It is intended that the contract will run for a period of three years with the option for renewal, as decided by ISHA, for an extension of up to a further one year and then an additional one year, subject to satisfactory reviews based upon performance and quality of service and delivery.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-028b92
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/011677-2021
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£250,000 £100K-£500K

Notice Dates

Publication Date
26 May 20215 years ago
Submission Deadline
22 Feb 2021Expired
Future Notice Date
Not specified
Award Date
12 May 20215 years ago
Contract Period
1 Jul 2021 - 30 Jun 2024 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Islington and Shoreditch Housing Association
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
N4 2DR
Postcode Area
North London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI43 Haringey and Islington
Delivery Location
TLI London
Local Authority
Islington
Electoral Ward
Finsbury Park
Westminster Constituency
Islington North

Supplier Information

Number of Suppliers
1
Supplier Name

Orbis Protect Ltd

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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