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Out of Hours Telephony Services

Wales and West Housing Association Ltd

This public procurement record has 2 releases in its history.

Award

22 Aug 2025 at 14:45

UK7 - Contract Details Notice
Tender

21 May 2025 at 08:46

UK4 - Tender Notice
Summary of the contracting process

The procurement process for "Out of Hours Telephony Services" by Wales and West Housing Association Ltd is now complete, with a contract awarded to Doro Care t/a Carieum UK Ltd. The procurement was conducted as an open competition below the threshold, under the legal basis of UKPGA 2023/54. The tender focused on providing telephone-answering services primarily for responsive and emergency repairs to the housing stock. The contract, valued at £97,920 gross, commenced on 22 August 2025 and will continue until 31 July 2027, with potential extensions up to 2029. This was a sub-central government procurement under Welsh devolved regulations, with services delivered in the UK region, specifically focusing on the CPV classification 79510000.

This tender represents a significant business growth opportunity for companies specialising in telephony services, particularly those experienced with emergency support solutions in the housing sector. The awarded contract necessitates high-quality and cost-effective services, making it ideal for large enterprises such as Doro Care, but there were also opportunities for SMEs and VCSEs during the tender phase, as indicated by the tender’s suitability criteria. Businesses with capabilities in providing efficient and reliable customer service infrastructure geared towards public authorities could see similar future contracts as pivotal growth avenues.

How relevant is this notice?

Notice Information

Notice Title

Out of Hours Telephony Services

Notice Description

Wales & West Housing Group have entered into a contract with a single supplier for the provision of OOH Telephone service to deal with responsive repairs works (including emergency repairs) to its housing stock.

Lot Information

Lot 1

Renewal: Option to extend for a further 2 x 12 month periods subject to satisfactory contract delivery.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0519a6
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/050928-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Below threshold - open competition
Tender Suitability
SME, VCSE
Awardee Scale
Large

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
£80,000 Under £100K
Lots Value
£80,000 Under £100K
Awards Value
Not specified
Contracts Value
£81,600 Under £100K

Notice Dates

Publication Date
22 Aug 20251 years ago
Submission Deadline
20 Jun 2025Expired
Future Notice Date
Not specified
Award Date
19 Aug 20251 years ago
Contract Period
22 Aug 2025 - 31 Jul 2027 1-2 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Wales and West 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
CARDIFF
Postcode
CF14 5DU
Postcode Area
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL52 Cardiff and Vale of Glamorgan
Delivery Location
TLL Wales
Local Authority
Cardiff
Electoral Ward
Llanishen
Westminster Constituency
Cardiff North

Supplier Information

Number of Suppliers
1
Supplier Name

Doro Care t/a Carieum UK Ltd

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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