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PRO004931-Services-Contract-Contact Centre Resources

UNITED UTILITIES WATER LIMITED

This public procurement record has 2 releases in its history.

Award

21 Nov 2025 at 13:56

UK6 - Contract Award Notice
Tender

12 Aug 2025 at 15:55

UK4 - Tender Notice
Summary of the contracting process

The recent procurement process led by United Utilities Water Limited focuses on hiring a specialist vendor to enhance contact centre resources, with the contract aiming to provide services for scalable, high-quality, billing-related customer support via voice and potential digital channels. The procurement, managed with the assistance of The Knowledge Group Services Limited, was conducted using a selective, competitive flexible procedure designated for utilities. The contract, valued at £6,600,000, spans from 8th December 2025 to 7th December 2026 with provisions for extensions up to 2028. The signing of the contract is scheduled for 8th December 2025, with Concentrix TSC UK Ltd identified as the chosen supplier, operating in the telephone-answering service category primarily in the UKD region.

This tender presents significant growth opportunities for businesses specialising in telecommunications and customer service management, particularly those with capabilities in handling large-scale customer interactions across diverse channels. Companies with robust staffing, technology, and quality assurance processes stand to benefit, as they need to support the in-house contact centres of United Utilities. Furthermore, businesses with experience in utility service support and flexible resource management, especially those looking to engage in public utility sector contracts, would find this procurement a lucrative venture. Small and medium enterprises (SMEs) that offer innovative workforce and technological solutions could also leverage their agility to meet the dynamic demands stipulated in the contract's service proposal.

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Notice Information

Notice Title

PRO004931-Services-Contract-Contact Centre Resources

Notice Description

The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: * Staffing and training model * Technology stack (IT and telephony setup) * Governance and reporting structure * Quality assurance approach * Supplier readiness for mobilisation ahead of January billing peak

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05866e
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/076056-2025
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
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
£6,600,000 £1M-£10M
Lots Value
£6,600,000 £1M-£10M
Awards Value
£6,600,000 £1M-£10M
Contracts Value
Not specified

Notice Dates

Publication Date
21 Nov 20259 months ago
Submission Deadline
8 Sep 2025Expired
Future Notice Date
Not specified
Award Date
20 Nov 20259 months ago
Contract Period
8 Dec 2025 - 7 Dec 2026 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Pending
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
UNITED UTILITIES WATER LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
GREAT SANKEY
Postcode
WA5 3LP
Postcode Area
Warrington
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD6 Cheshire
Small Region (ITL 3)
TLD61 Warrington
Delivery Location
TLD North West (England)
Local Authority
Warrington
Electoral Ward
Great Sankey North and Whittle Hall
Westminster Constituency
Warrington South

Supplier Information

Number of Suppliers
1
Supplier Name

CONCENTRIX TSC UK 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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