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Service User Assistance (SUA)

Home Office

This public procurement record has 32 releases in its history.

PlanningUpdate

25 Aug 2026 at 13:20

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

25 Aug 2026 at 13:08

UK2 - Preliminary Market Engagement Notice
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13 Aug 2026 at 14:17

UK2 - Preliminary Market Engagement Notice
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17 Jul 2026 at 12:30

UK2 - Preliminary Market Engagement Notice
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17 Jul 2026 at 12:28

UK2 - Preliminary Market Engagement Notice
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30 Jun 2026 at 15:26

UK2 - Preliminary Market Engagement Notice
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15 May 2026 at 15:49

UK2 - Preliminary Market Engagement Notice
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25 Mar 2026 at 13:29

UK2 - Preliminary Market Engagement Notice
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25 Mar 2026 at 13:28

UK2 - Preliminary Market Engagement Notice
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25 Mar 2026 at 13:28

UK2 - Preliminary Market Engagement Notice
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25 Mar 2026 at 13:27

UK2 - Preliminary Market Engagement Notice
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25 Mar 2026 at 13:20

UK2 - Preliminary Market Engagement Notice
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23 Feb 2026 at 13:57

UK2 - Preliminary Market Engagement Notice
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23 Feb 2026 at 13:57

UK2 - Preliminary Market Engagement Notice
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23 Feb 2026 at 13:56

UK2 - Preliminary Market Engagement Notice
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23 Feb 2026 at 13:54

UK2 - Preliminary Market Engagement Notice
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23 Feb 2026 at 13:45

UK2 - Preliminary Market Engagement Notice
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25 Nov 2025 at 17:21

UK2 - Preliminary Market Engagement Notice
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25 Nov 2025 at 17:16

UK2 - Preliminary Market Engagement Notice
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25 Nov 2025 at 17:04

UK2 - Preliminary Market Engagement Notice
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25 Nov 2025 at 16:58

UK2 - Preliminary Market Engagement Notice
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25 Nov 2025 at 16:21

UK2 - Preliminary Market Engagement Notice
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17 Oct 2025 at 15:04

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

27 Aug 2025 at 13:29

UK2 - Preliminary Market Engagement Notice
Planning

23 Jun 2025 at 18:18

UK2 - Preliminary Market Engagement Notice
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23 Jun 2025 at 18:11

UK2 - Preliminary Market Engagement Notice
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23 Jun 2025 at 18:07

UK2 - Preliminary Market Engagement Notice
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23 Jun 2025 at 18:03

UK2 - Preliminary Market Engagement Notice
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23 Jun 2025 at 17:59

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

23 Jun 2025 at 17:18

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

28 May 2025 at 09:22

UK2 - Preliminary Market Engagement Notice
Planning

28 May 2025 at 09:16

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The Home Office is developing a national, multi-channel Service User Assistance service for asylum Service Users across the United Kingdom. The service may provide advice and guidance, eligibility support and help completing forms, issue and complaint reporting, safeguarding identification and escalation, language support, local signposting, digital or portal-enabled assistance, management information and insight into Service User experience. Delivery may involve a helpline, webchat, assisted digital support, a self-service portal and other digital channels, with alternative routes for people unable to self-serve. This is a social work, welfare and guidance service, including CPV codes 85312400, 85312300 and 85300000. The Home Office is the buying organisation. The requirement is suitable for SMEs and voluntary, community or social enterprises.

This procurement is at the planning and preliminary market engagement stage, not an invitation to tender. The Home Office is using engagement to test supplier appetite, understand market capability, gather views on delivery and commercial models, and shape the requirement and procurement approach. RFI Round 1 is planned to open on 1 September 2026 for approximately four weeks, with a virtual Industry Day planned for 7 September 2026. The scheduled engagement deadline is 9 October 2026, and a future notice is expected on 12 October 2026. The proposed contract period is 11 June 2029 to 10 June 2039, with a maximum extent date of 31 August 2039 and renewal available. The stated value is £0 GBP, explicitly a placeholder rather than the anticipated contract value.

The engagement will suit organisations able to design and operate accessible support for asylum Service Users at national scale across multiple channels. Relevant capability includes advice and guidance, eligibility and form-completion assistance, complaints and issue handling, safeguarding identification and escalation, language support, local signposting and assisted digital services. Suppliers with experience delivering helplines, webchat, self-service portals or other digital support should be well placed to contribute, particularly where they can provide effective alternatives for users who cannot self-serve. The Home Office is also seeking views on management information, Service User experience insight, delivery models and commercial models. Participation requires registration on the Home Office eSourcing Suite, a valid DUNS number, an expression of interest and a countersigned non-disclosure agreement before confidential or draft RFI material can be accessed.

How relevant is this notice?

Notice Information

Notice Title

Service User Assistance (SUA)

Notice Description

Update: The name of the proposed service has changed from Service User Assistance Services (SUAS) to Service User Assistance (SUA). This is a change in name only. This market engagement continues the engagement previously undertaken under Notice Identifier 2026/S 000-061362 and Procurement Identifier (OCID) ocds-h6vhtk-052777, following the decision to procure Service User Assistance (SUA) separately from the wider Future Asylum Contracts Transformation (FACT) procurement. The Authority is seeking market feedback on the proposed SUA. SUA is anticipated to provide a national, multi-channel support service for asylum Service Users, which may include: * advice and guidance; * eligibility support and form-completion assistance; * issue and complaint reporting; * safeguarding identification and escalation; * language support; * local signposting; * digital and/or portal-enabled support; * management information; and * Service User experience insight. The service may require suppliers to provide or support helpline, webchat, assisted digital, self-service portal and/or other digital channels, with appropriate alternative routes for Service Users who are unable to self-serve. SUA may also be required to support Service Users. For the purposes of this Preliminary Market Engagement (PME) Notice, the estimated contract value has been listed as PS0. This is a placeholder and does not reflect the anticipated value of the contract.

Planning Information

This Preliminary Market Engagement (PME) relates to the Authority’s potential future Service User Assistance (SUA) procurement. 1. The requirement is still being developed. The purpose of this engagement is to test supplier appetite, understand market capability, gather views on possible delivery and commercial models, and inform the Authority's development of the requirement and procurement approach. 2. The Authority intends to use this notice to commence the Expression of Interest (EoI) and completion of the Non-Disclosure Agreement (NDA) process. The Request for Information (RFI) Round 1 materials are currently planned to be issued on 1 September 2026. This date is indicative and may be subject to change. 3. The engagement process is expected to include stages outlined below. Further phases of engagement may be introduced in advance of any formal procurement launch. 4. To express an interest, participants must first be registered on the Home Office eSourcing Suite. If you have not yet registered this can be done online at: https://homeoffice.app.jaggaer.com/web/login.html Please note that, in order to register, suppliers must have a valid DUNS number for the legal entity that would enter into any resulting contract. Suppliers wishing to participate should submit an EoI email using the following details: Email address: suaprocurement@homeoffice.gov.uk Email subject line: Expression of Interest – SUA – NDA Request – [DUNS Number] The email must include: • Supplier legal name; • Company House number and/or charity registration number; • DUNS number; • Jaggaer Account ID; • Contact details for the nominated representative, including; o Name; o Job title; o Email address; o Contact telephone number. 5. Once the above steps are completed, participants will be granted access to the NDA event in Jaggaer. 6. The Supplier will then be asked to complete the NDA and return this document back to the Authority for countersignature. The countersigned NDA is a prerequisite to receiving the RFI materials and attending any PME event where confidential or draft material is shared. 7. Once the RFI materials and questions are available, suppliers with a countersigned NDA will be granted access to the RFI event in Jaggaer. The Authority will notify relevant suppliers when the RFI event is opened, with participating suppliers provided access to the RFI materials at the same time. 8. The RFI will provide further information on the Authority’s current thinking, the strategic and operational context, the potential scope of the future requirements, and the areas where supplier feedback is requested. 9. The information provided in the RFI will be high-level and indicative only. It should not be treated as a final specification, statement of requirements, procurement strategy or commitment to procure. The documentation will be draft, with the Authority reserving the right to amend the documents and to not implement all feedback received. 10. RFI Round 1 is currently planned to open on 1 September 2026, with an approximate duration of 4 weeks. This timeline is indicative and remains subject to change. If there are any changes to the anticipated opening date or duration, an update will be provided through the PME Notice and/or Jaggaer. 11. Suppliers will have the opportunity to submit clarification questions. The deadline for clarification question will be confirmed when the RFI event opens. 12. The Authority will provide answers to the clarification questions where appropriate. The date for publication of response will be confirmed when the RFI event opens. Suppliers are required to submit their RFI response by the engagement deadline. 13. The Authority is currently planning to hold a virtual Industry Day on 7 September 2026. The session is expected to provide an overview of the potential requirement, explain the market engagement themes, outline relevant delivery and commercial considerations, and provide an opportunity to address relevant supplier questions, where appropriate. The date and format of the session remain indicative and may be subject to change. 14. Participants should ensure they allow sufficient time to complete the EoI and NDA process and submit any responses or feedback before the RFI event closes. 15. Suppliers who are unable to engage will not be disadvantaged in any future procurement process and will be provided with access to relevant materials and outputs from the engagement. Please Note: The content of this Notice, including the nature of the requirement and indicative timeline, is subject to change and does not commit the Authority to commence any procurement process. The Authority reserves the right to amend the PME process at a later date if required. Any changes will be updated through the PME Notice and/or Jaggaer.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-052777
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/080846-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement 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

85 - Health and social work services

CPV Codes

85300000 - Social work and related services

85312300 - Guidance and counselling services

85312400 - Welfare services not delivered through residential institutions

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
25 Aug 2026Yesterday
Submission Deadline
Not specified
Future Notice Date
12 Oct 20262 months to go
Award Date
Not specified
Contract Period
11 Jun 2029 - 10 Jun 2039 Over 5 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Home Office
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
SW1P 4DF
Postcode Area
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

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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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