Tender

Out Of Hours Call Handling for Sheltered Housing sites

BRUNELCARE

This public procurement record has 1 release in its history.

Tender

10 Feb 2026 at 17:54

UK4 - Tender Notice
Summary of the contracting process

The procurement process initiated by BRUNELCARE involves an open tender for providing Out Of Hours Call Handling services for sheltered housing sites in Bristol, under the category of telephone-answering services. This service is crucial for ensuring support and safety for vulnerable residents outside regular office hours. The tender is at the active stage and will close for inquiries on 18 February 2026, with final submissions due by 9 March 2026. The contract has an estimated value of £200,000 including VAT, and is set to commence on 1 May 2026, lasting for four years. This initiative is part of Brunelcare's commitment to high-quality housing and care in the Southwest UK.

This tender offers substantial opportunities for service-oriented businesses specialising in call handling and emergency response. Companies with a strong background in managing urgent services and possessing capabilities in digital and phone-based triage systems will find this contract highly beneficial for growth. Ideal contenders would include Small and Medium Enterprises (SMEs) and Voluntary, Community, and Social Enterprises (VCSEs) with proficiency in out-of-hours support, compliance with GDPR data handling, and performance monitoring. Meeting the quality and cost criteria, equally weighted at 50% each, could further enhance their competitiveness in this procurement opportunity.

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Notice Information

Notice Title

Out Of Hours Call Handling for Sheltered Housing sites

Notice Description

Service Requirement: Out of Hours (OOH) Housing and Emergency Repair Support Procurement Objective: Appointment of a qualified and experienced Contractor to deliver a responsive Out of Hours service across Brunelcare's sheltered housing sites (including leaseholders and Shared Owners). Contract Value (estimated): PS200,000 (incl VAT) Length of Contract: 4 years Background: Brunelcare is a Bristol-based charity committed to providing high-quality housing, care, and support for older people across the Southwest. Our sheltered housing schemes accommodate vulnerable residents who require timely and compassionate assistance outside standard office hours (Monday to Friday 8.30am to 4.30pm). Scope of Services: The Contractor will deliver an Out of Hours Service that ensures urgent housing and repair-related support during evenings, weekends, and public holidays. The service will include but is not limited to: Emergency repairs and safety-related incidents; Welfare checks and safeguarding alerts; Assistance with access issues, lockouts, and urgent housing matters; Escalation and handover to daytime operational teams. Service Hours: Weekdays: 4.30 PM - 8.30 AM; Weekends: Friday 4.30 PM - Monday 8.30 AM; Public holidays: Full coverage Key Requirements: Staffed telephone line and/or digital triage system; Escalation to emergency services, on-call staff, or family contacts; Response within agreed SLAs; Accurate call logging and daily reporting; GDPR-compliant data handling and secure software; KPI reporting and performance monitoring. Accessibility and Compliance: Inclusive service for non-English speakers and residents with sensory or cognitive impairments; Safeguarding, mental health awareness, and customer care training for all call handlers; Regular scenario-based exercises. Collaboration: Brunelcare will provide scheme lists, tenant details, and escalation protocols. The Contractor must work closely with Brunelcare's Customer Services, Housing, and Repairs teams.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-064d3d
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/012150-2026
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, VCSE
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

Notice Value(s)

Tender Value
£200,000 £100K-£500K
Lots Value
£200,000 £100K-£500K
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Feb 20261 weeks ago
Submission Deadline
9 Mar 20262 weeks to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
30 Apr 2026 - 1 May 2026 24 hours
Recurrence
2030-02-01

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
BRUNELCARE
Contact Name
Not specified
Contact Email
julian.ward@brunelcare.org.uk
Contact Phone
Not specified

Buyer Location

Locality
BRISTOL
Postcode
BS5 9FF
Post Town
Bristol
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK5 West of England
Small Region (ITL 3)
TLK51 Bristol, City of
Delivery Location
TLK11 Bristol, City of
Local Authority
Bristol, City of
Electoral Ward
Easton
Westminster Constituency
Bristol East

Further Information

Notice Documents

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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