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Out of Hours Call Handling Service

The Swaythling Housing Society Ltd (Trading as Abri)

This public procurement record has 7 releases in its history.

Award

16 Mar 2026 at 15:07

UK7 - Contract Details Notice
Award

16 Dec 2025 at 09:22

UK6 - Contract Award Notice
TenderUpdate

11 Sep 2025 at 17:08

UK4 - Tender Notice
TenderUpdate

26 Aug 2025 at 09:31

UK4 - Tender Notice
Tender

24 Jul 2025 at 17:47

UK4 - Tender Notice
PlanningUpdate

10 Jun 2025 at 13:36

UK2 - Preliminary Market Engagement Notice
Planning

10 Jun 2025 at 12:25

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The Swaythling Housing Society Ltd, trading as Abri, has completed the procurement process for an Out-of-Hours Call Handling Service, aimed at providing residents with timely and effective support during urgent housing management issues outside standard working hours. Located in Eastleigh, UK, Abri sought innovative and cost-efficient solutions through selective competitive procedures. The contracting process, which included preliminary market engagement and multiple tender stages, culminated in awarding Morgan Sindall Property Services as the supplier on 13 March 2026, with the contract set to start on 1 April 2026 and run until 31 March 2029, with an optional extension up to 84 months. This procurement falls under the services category and primarily addresses call centre and telephone operator services, ensuring enhanced customer support.

This tender presents substantial business growth opportunities, particularly for companies specialising in telecommunications and customer service solutions. With the demand for innovative systems that can handle emergency repairs and serious incidents efficiently, businesses that focus on cutting-edge technology integration and exceptional customer care can thrive. The procurement process included a competitive flexible procedure, attracting interest from large-scale providers, and demonstrated ample potential for SMEs willing to offer tailored and responsive service models. The focus on high-quality, customer-focused support signifies a lucrative market for businesses committed to delivering value-added services and technological advancements.

How relevant is this notice?

Notice Information

Notice Title

Out of Hours Call Handling Service

Notice Description

Abri sought a dedicated provider to deliver an out-of-hours call handling service, ensuring residents receive timely, empathetic, and effective assistance when urgent housing management issues arise outside standard working hours. This includes critical concerns such as emergency repairs, serious incidents, and tenancy-related emergencies. Our goal was to implement an innovative, dependable, and cost-efficient solution that enhances service delivery while maintaining our commitment to high-quality, customer-focused support. The selected provider should offer a robust and responsive system that ensures residents feel supported and always valued.

Lot Information

Lot LOT-0001

Renewal: Optional to extend up to 84 months.

Planning Information

Please see documentation and questionnaire on our tendering portal: https://in-tendhost.co.uk/abri/aspx/Home Note that the deadline for submitting your response to this PME is 12:00 PM on 20 June 2025.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-054603
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/023616-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME, VCSE
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

64 - Postal and telecommunications services

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

CPV Codes

32551400 - Telephone network

64214200 - Telephone switchboard services

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
£2,200,000 £1M-£10M
Lots Value
£2,200,000 £1M-£10M
Awards Value
£2,200,000 £1M-£10M
Contracts Value
£2,200,000 £1M-£10M

Notice Dates

Publication Date
16 Mar 20265 months ago
Submission Deadline
19 Sep 2025Expired
Future Notice Date
22 Jul 2025Expired
Award Date
10 Dec 20258 months ago
Contract Period
1 Apr 2026 - 31 Mar 2029 3-4 years
Recurrence
2035-01-08

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Swaythling Housing Society Ltd (Trading as Abri)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EASTLEIGH
Postcode
SO50 6AD
Postcode Area
Southampton
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ3 Hampshire and Isle of Wight
Small Region (ITL 3)
TLJ35 South Hampshire
Delivery Location
Not specified
Local Authority
Eastleigh
Electoral Ward
Eastleigh North
Westminster Constituency
Eastleigh

Supplier Information

Number of Suppliers
1
Supplier Name

Morgan Sindall Property Services

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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