Award

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

External Call Handling Service

Halton Housing

This public procurement record has 2 releases in its history.

Award

03 Aug 2026 at 15:49

UK7 - Contract Details Notice
Tender

02 Mar 2026 at 11:19

UK4 - Tender Notice
Summary of the contracting process

Halton Housing procured an external telephone call-handling service for calls from its tenants and customers. The requirement has expanded beyond the original out-of-hours arrangement to include substantial in-hours support. This is a customer contact and call-centre service, classified under CPV 79512000. Delivery is across the United Kingdom. The buyer is Halton Housing, based in Widnes. The service is intended for a provider able to manage telephone contacts on the housing organisation’s behalf, covering both routine in-hours demand and out-of-hours calls. The requirement therefore concerns outsourced customer communications rather than housing repairs, maintenance or general administrative support.

The procurement is complete and has been awarded following a below-threshold open competition. One lot was evaluated on an equal 50% quality and 50% cost basis, with bids due by 30 March 2026 at 12:00 and enquiries closing on 20 March 2026 at 17:00. SPS DOORGUARD LIMITED was selected as supplier. The contract was signed on 21 July 2026 and is active from 22 July 2026 to 21 July 2028, with a single optional 12-month extension to 21 July 2029. The contract value is £135,000 gross. Electronic submission was allowed, and the opportunity was identified as suitable for SMEs.

This award indicates established demand from Halton Housing for outsourced telephone customer service that can operate across both out-of-hours and in-hours periods. Suppliers competing for a future requirement would need demonstrable experience in external call handling, sufficient staffing and systems to manage tenant and customer enquiries, and the ability to provide reliable coverage across changing demand patterns. A credible service model should show how calls are answered, recorded, escalated and handled consistently outside standard working hours as well as during the day. Because quality carried equal weight with cost, competitors would need to evidence service performance, resilience, trained personnel and effective customer handling, not simply offer the lowest price. The requirement was suitable for SMEs.

How relevant is this notice?

Notice Information

Notice Title

External Call Handling Service

Notice Description

Halton Housing sought bids for a qualified and experienced service provider to provide an external telephone call handling service, for calls received from HH tenants and customers. The previous iteration of this contract started as an out of hours call handling service only, but this requirement has grown to include notable in-hours support.

Lot Information

Lot 1

Renewal: Single optional extension period of 12 months

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-065f52
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/073318-2026
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
Below threshold - open competition
Tender Suitability
SME
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
£135,000 £100K-£500K
Lots Value
£135,000 £100K-£500K
Awards Value
Not specified
Contracts Value
£135,000 £100K-£500K

Notice Dates

Publication Date
3 Aug 20261 months ago
Submission Deadline
30 Mar 2026Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
22 Jul 2026 - 21 Jul 2028 2-3 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
Halton Housing
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
WIDNES
Postcode
WA8 0TD
Postcode Area
Warrington
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD71 East Merseyside
Delivery Location
TLD North West (England)
Local Authority
Halton
Electoral Ward
Halton View
Westminster Constituency
Widnes and Halewood

Supplier Information

Number of Suppliers
1
Supplier Name

SPS Doorguard Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...