Notice Information
Notice Title
Out of Hours Call Handling Service - 00267-CX
Notice Description
Stonewater's Customer Service Centre (CSC) provides a customer focused and efficient service, receiving and processing a wide range of housing enquires including the following distinct service areas: *Repairs and Maintenance (including estate services) *Neighbourhood Management *Tenancy Management *Income Management *Antisocial Behaviour *Complaints *Home Ownership The CSC is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the CSC's opening hours. Stonewater are looking for a service provider that can supply their out of hours customer service outside its core hours and when needed outside of these times. Stonewater are looking for the service provider to provide the service with agents that have excellent customer service skills and well trained in housing repairs with significant importance to changes introduced by Awaabs and HHSRS For more information about this opportunity, please visit the Delta eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Telephone-answering-services./NXM72JE5R8 To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/NXM72JE5R8
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-05ddca
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/072442-2025
- Current Stage
- Tender
- All Stages
- Tender
Procurement Classification
- Notice Type
- UK4 - Tender Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- SME
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
79510000 - Telephone-answering services
79512000 - Call centre
Notice Value(s)
- Tender Value
- £260,000 £100K-£500K
- Lots Value
- £260,000 £100K-£500K
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 10 Nov 20253 months ago
- Submission Deadline
- 12 Dec 2025Expired
- Future Notice Date
- Not specified
- Award Date
- Not specified
- Contract Period
- 20 Feb 2026 - 23 Feb 2029 3-4 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Active
- Lots Status
- Active
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- STONEWATER LTD
- Contact Name
- Donna Monro
- Contact Email
- donna.monro@stonewater.org
- Contact Phone
- Not specified
Buyer Location
- Locality
- LEICESTER
- Postcode
- LE8 6EP
- Post Town
- Leicester
- Country
- England
-
- Major Region (ITL 1)
- TLF East Midlands (England)
- Basic Region (ITL 2)
- TLF2 Leicestershire, Rutland and Northamptonshire
- Small Region (ITL 3)
- TLF22 Leicestershire CC and Rutland
- Delivery Location
- Not specified
-
- Local Authority
- Blaby
- Electoral Ward
- North Whetstone
- Westminster Constituency
- South Leicestershire
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/072442-2025
10th November 2025 - Tender notice on Find a Tender
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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.
{
"tag": [
"compiled"
],
"id": "ocds-h6vhtk-05ddca-2025-11-10T14:05:13Z",
"date": "2025-11-10T14:05:13Z",
"ocid": "ocds-h6vhtk-05ddca",
"initiationType": "tender",
"parties": [
{
"id": "GB-PPON-PVMT-4274-HPBN",
"name": "Stonewater Ltd",
"identifier": {
"scheme": "GB-PPON",
"id": "PVMT-4274-HPBN"
},
"address": {
"streetAddress": "Suite C Lancaster House, Grange Business Park",
"locality": "Leicester",
"postalCode": "LE8 6EP",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKF22"
},
"contactPoint": {
"name": "Donna Monro",
"email": "donna.monro@stonewater.org"
},
"roles": [
"buyer"
],
"details": {
"classifications": [
{
"scheme": "UK_CA_TYPE",
"id": "publicAuthoritySubCentralGovernment",
"description": "Public authority - sub-central government"
}
]
}
}
],
"buyer": {
"id": "GB-PPON-PVMT-4274-HPBN",
"name": "Stonewater Ltd"
},
"tender": {
"id": "00267-CX",
"legalBasis": {
"id": "2023/54",
"scheme": "UKPGA",
"uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
},
"title": "Out of Hours Call Handling Service - 00267-CX",
"description": "Stonewater's Customer Service Centre (CSC) provides a customer focused and efficient service, receiving and processing a wide range of housing enquires including the following distinct service areas: *Repairs and Maintenance (including estate services) *Neighbourhood Management *Tenancy Management *Income Management *Antisocial Behaviour *Complaints *Home Ownership The CSC is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the CSC's opening hours. Stonewater are looking for a service provider that can supply their out of hours customer service outside its core hours and when needed outside of these times. Stonewater are looking for the service provider to provide the service with agents that have excellent customer service skills and well trained in housing repairs with significant importance to changes introduced by Awaabs and HHSRS For more information about this opportunity, please visit the Delta eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Telephone-answering-services./NXM72JE5R8 To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/NXM72JE5R8",
"status": "active",
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "79510000",
"description": "Telephone-answering services"
},
{
"scheme": "CPV",
"id": "79512000",
"description": "Call centre"
}
],
"relatedLot": "1"
}
],
"value": {
"amountGross": 260000,
"currency": "GBP"
},
"procurementMethod": "open",
"procurementMethodDetails": "Open procedure",
"mainProcurementCategory": "services",
"aboveThreshold": true,
"submissionMethodDetails": "https://www.delta-esourcing.com/delta",
"submissionTerms": {
"electronicSubmissionPolicy": "allowed",
"languages": [
"en"
]
},
"tenderPeriod": {
"endDate": "2025-12-12T12:00:00+00:00"
},
"enquiryPeriod": {
"endDate": "2025-11-21T12:00:00+00:00"
},
"awardPeriod": {
"endDate": "2026-01-15T23:59:59+00:00"
},
"lots": [
{
"id": "1",
"status": "active",
"value": {
"amountGross": 260000,
"currency": "GBP"
},
"awardCriteria": {
"criteria": [
{
"type": "price",
"name": "Price",
"numbers": [
{
"number": 40,
"weight": "percentageExact"
}
]
},
{
"type": "quality",
"name": "Quality",
"numbers": [
{
"number": 60,
"weight": "percentageExact"
}
]
}
]
},
"suitability": {
"sme": true
},
"contractPeriod": {
"startDate": "2026-02-20T00:00:00+00:00",
"endDate": "2029-02-23T23:59:59+00:00",
"maxExtentDate": "2031-02-21T23:59:59+00:00"
},
"hasRenewal": true,
"renewal": {
"description": "2 x 12 months"
}
}
],
"documents": [
{
"id": "conflictOfInterest",
"documentType": "conflictOfInterest",
"description": "Not published"
},
{
"id": "072442-2025",
"documentType": "tenderNotice",
"noticeType": "UK4",
"description": "Tender notice on Find a Tender",
"url": "https://www.find-tender.service.gov.uk/Notice/072442-2025",
"datePublished": "2025-11-10T14:05:13Z",
"format": "text/html"
}
]
},
"language": "en"
}