Planning

Provision of Contact Centre Services to the Legal Aid Agency

LEGAL AID AGENCY

This public procurement record has 6 releases in its history.

PlanningUpdate

07 Nov 2025 at 16:26

UK1 - Pipeline Notice
PlanningUpdate

15 Oct 2025 at 12:15

UK1 - Pipeline Notice
PlanningUpdate

14 Oct 2025 at 15:00

UK1 - Pipeline Notice
PlanningUpdate

26 Jun 2025 at 09:35

UK1 - Pipeline Notice
PlanningUpdate

25 Jun 2025 at 14:25

UK1 - Pipeline Notice
Planning

23 May 2025 at 16:37

UK1 - Pipeline Notice
Summary of the contracting process

The Legal Aid Agency (LAA) is in the planning stages of a public procurement process for the Provision of Contact Centre Services, aiming to establish contracts for the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). Based in London, the LAA, a public authority within the central government, has announced that the tender's total value is estimated at £24 million gross, with the contract period scheduled from 1 October 2027 to 30 September 2031. Key service categories include legal services, customer services, and call centre operations, covering delivery across the United Kingdom. The planned procurement falls under the "light-touch regime," allowing flexibility in contracting methodology. Business professionals should note an important future notice date on 15 October 2026 for further detail updates.

This procurement opportunity presents significant growth potential for businesses specialising in legal, customer, or call centre services. With a substantial gross contract value at stake, the tender is particularly suitable for small and medium-sized enterprises (SMEs) as well as voluntary, community, and social enterprises (VCSEs), thanks to their eligibility criteria. Companies operating in or planning to expand their services within the UK legal aid framework will find this project of particular interest, as it involves foundational legal service functions such as soliciting and advice operations. Furthermore, the extended contract period and increased budget provide a stable opportunity for sustainable business expansion.

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Notice Information

Notice Title

Provision of Contact Centre Services to the Legal Aid Agency

Notice Description

The Legal Aid Agency ("LAA") is inviting Tenders for contracts to deliver the LAA Contact Centre Services which comprise the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). The DSCC service manages the logging, identification and deployment of defence solicitors to provide free legal advice to clients detained in police custody in England and Wales. The CLAOS is a call centre service that assesses whether a client's legal issue is in scope of legal aid and whether they are financially eligible. If they are eligible, it refers the client to specialist advice provided through legal aid or, if not, directs clients to alternative sources of help and assistance.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0524f0
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/072180-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK1 - Pipeline Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
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

79100000 - Legal services

79342300 - Customer services

79512000 - Call centre

Notice Value(s)

Tender Value
£20,000,000 £10M-£100M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
7 Nov 20253 months ago
Submission Deadline
Not specified
Future Notice Date
15 Oct 20268 months to go
Award Date
Not specified
Contract Period
30 Sep 2027 - 30 Sep 2031 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LEGAL AID AGENCY
Contact Name
Not specified
Contact Email
civiltenders@justice.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
LONDON
Postcode
SW1H 9AJ
Post Town
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
St James's
Westminster Constituency
Cities of London and Westminster

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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