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 To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1017089864
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/016755-2026
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- UK6 - Contract Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- SME
- Awardee Scale
- SME
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
- £260,000 £100K-£500K
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 25 Feb 20261 months ago
- Submission Deadline
- 12 Dec 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 10 Feb 20262 months ago
- Contract Period
- 31 Mar 2026 - 31 Mar 2029 3-4 years
- 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
- STONEWATER LTD
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
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/016755-2026
25th February 2026 - Contract award notice on Find a Tender -
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-2026-02-25T10:06:12Z",
"date": "2026-02-25T10:06:12Z",
"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": [
{
"id": "publicAuthoritySubCentralGovernment",
"scheme": "UK_CA_TYPE",
"description": "Public authority - sub-central government"
}
]
}
},
{
"id": "GB-COH-SC113186",
"name": "SPS Doorguard Ltd",
"identifier": {
"scheme": "GB-COH",
"id": "SC113186"
},
"address": {
"streetAddress": "The Octagon, 35 Baird Street",
"locality": "Glasgow",
"postalCode": "G4 0EE",
"country": "GB",
"countryName": "United Kingdom",
"region": "UKM82"
},
"contactPoint": {
"email": "alisongray@spsdoorguard.com"
},
"roles": [
"supplier"
],
"details": {
"scale": "sme",
"vcse": false,
"publicServiceMissionOrganization": false,
"shelteredWorkshop": false
}
}
],
"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 To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1017089864",
"status": "complete",
"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": "complete",
"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",
"bids": {
"statistics": [
{
"id": "1",
"measure": "bids",
"value": 7,
"relatedLot": "1"
},
{
"id": "2",
"measure": "finalStageBids",
"value": 7,
"relatedLot": "1"
},
{
"id": "3",
"measure": "smeFinalStageBids",
"value": 7,
"relatedLot": "1"
},
{
"id": "4",
"measure": "vcseFinalStageBids",
"value": 0,
"relatedLot": "1"
}
]
},
"awards": [
{
"id": "1",
"status": "pending",
"date": "2026-02-10T00:00:00+00:00",
"value": {
"amountGross": 260000,
"currency": "GBP"
},
"mainProcurementCategory": "services",
"aboveThreshold": true,
"suppliers": [
{
"id": "GB-COH-SC113186",
"name": "SPS Doorguard Ltd"
}
],
"items": [
{
"id": "1",
"additionalClassifications": [
{
"scheme": "CPV",
"id": "79510000",
"description": "Telephone-answering services"
},
{
"scheme": "CPV",
"id": "79512000",
"description": "Call centre"
}
],
"relatedLot": "1"
}
],
"standstillPeriod": {
"endDate": "2026-03-06T23:59:59+00:00"
},
"contractPeriod": {
"startDate": "2026-04-01T00:00:00+01:00",
"endDate": "2029-03-31T23:59:59+01:00",
"maxExtentDate": "2031-03-31T23:59:59+01:00"
},
"hasRenewal": true,
"renewal": {
"description": "2 x 12 months"
},
"relatedLots": [
"1"
],
"documents": [
{
"id": "016755-2026",
"documentType": "awardNotice",
"noticeType": "UK6",
"description": "Contract award notice on Find a Tender",
"url": "https://www.find-tender.service.gov.uk/Notice/016755-2026",
"datePublished": "2026-02-25T10:06:12Z",
"format": "text/html"
}
],
"assessmentSummariesDateSent": "2026-02-10T00:00:00+00:00",
"milestones": [
{
"id": "1",
"type": "futureSignatureDate",
"dueDate": "2026-03-19T23:59:59+00:00",
"status": "scheduled"
}
]
}
]
}