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Out of Hours Contact Centre Services

THE GUINNESS PARTNERSHIP LIMITED

This public procurement record has 3 releases in its history.

Award

05 Aug 2026 at 10:23

UK7 - Contract Details Notice
Award

15 Apr 2026 at 13:27

UK6 - Contract Award Notice
Tender

12 Dec 2025 at 13:37

UK4 - Tender Notice
Summary of the contracting process

The Guinness Partnership Limited bought out-of-hours contact centre services for itself and its subsidiaries. The service provides residents with 24/7/365 telephone access in emergencies involving an immediate risk to health and safety, mainly outside the organisation’s in-house contact centre hours. Required coverage includes overnight periods on weekdays, weekends and public holidays, with additional cover during normal working hours when Guinness cannot take calls. The supplier may also need to handle email and web chat, and the operating hours may change if Guinness alters its in-house service. Delivery covers the North East, North West, Yorkshire and the Humber, East Midlands, West Midlands, East of England, London, South East and South West of England. This is a service procurement, classified as telephone-answering services.

The procurement is complete: Care Quality Services Limited was awarded the single lot on 15 April 2026, and the contract was signed on 30 June 2026. The award and contract value is £805,000 excluding VAT (£966,000 including VAT). The contract runs from 1 July 2026 to 30 June 2029, with a possible extension of up to three years, taken as annual extensions or in full. It followed an open procedure, with bids due by 19 January 2026 and the award decision due by 16 March 2026. Evaluation weighted quality at 55%, price at 40% and an operational scenario at 5%. Suppliers needed minimum annual turnover of £2,209,000 in each of the last two accounting periods and a Dun & Bradstreet Impact of Supplier Failure Score of at least 50. Eight bids were received and six reached the final stage.

This requirement suits established contact centre and telephone-answering providers able to deliver reliable emergency response for housing residents across England. Credible competitors would need resilient staffing and operating arrangements for overnight, weekend and public-holiday coverage, with capacity to provide additional daytime cover when the buyer’s internal service is unavailable. Experience of handling urgent health and safety calls, triaging incidents and escalating cases appropriately would be important. Providers should also be able to introduce and manage channels such as email and web chat, while adapting to changes in operating hours and call volumes. Strong financial resilience, demonstrable supplier-failure risk credentials and the ability to respond to evolving housing safety legislation would support future competitiveness with this buyer.

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Notice Information

Notice Title

Out of Hours Contact Centre Services

Notice Description

The Guinness Partnership Limited (Guinness) and all of our subsidiaries have a requirement for a supplier to provide a contact centre service outside of the operating hours of our in house contact centre. The service is required to offer our residents 24/7/365 access to a telephone service in an emergency situation with immediate risk to health and safety. The out of hours service is required during the hours of 8pm to 8am Monday to Friday and from 8pm on Friday through to 8am on Monday and includes all public holidays. The supplier will also be required to provide cover during normal working hours in the event that Guinness are unable to take calls. It is possible during the contract that the supplier will be expected to use other forms of communication for example email and web chat.

Lot Information

Lot 1

Options: Other forms of communication may be introduced during the contract term, for example email and web chat. The hours of operation could be extended should the hours of operation of the in house contact centre change.

Renewal: The contract may be extended by up to three years which may be taken in full or as single annual extensions. Guinness give no guarantee that the contract will be extended.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05f4dc
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/074020-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open 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
£1,104,250 £1M-£10M
Lots Value
£1,104,250 £1M-£10M
Awards Value
£805,000 £500K-£1M
Contracts Value
£805,000 £500K-£1M

Notice Dates

Publication Date
5 Aug 20262 weeks ago
Submission Deadline
19 Jan 2026Expired
Future Notice Date
Not specified
Award Date
15 Apr 20264 months ago
Contract Period
1 Jul 2026 - 30 Jun 2029 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
THE GUINNESS PARTNERSHIP 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
LONDON
Postcode
NW1 3AX
Postcode Area
North West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI36 Camden
Delivery Location
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England)
Local Authority
Camden
Electoral Ward
Regent's Park
Westminster Constituency
Holborn and St Pancras

Supplier Information

Number of Suppliers
1
Supplier Name

Care Quality Services Limited

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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