Planning

Out Of Hours Call Handling Service

VICO HOMES LIMITED

This public procurement record has 1 release in its history.

Planning

03 Mar 2026 at 15:26

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

VICO HOMES LIMITED is embarking on a procurement process for an "Out Of Hours Call Handling Service." This contracting process is in the planning stage, with the response deadline set for 9th March 2026. The main procurement category is services, specifically related to call centre operations, and the service will operate across the Yorkshire region in the United Kingdom. The procurement entails gathering market feedback to develop a full written specification and finalise KPIs. The contract is scheduled to commence on 1st September 2026, with the potential for renewal up to 2030, supporting social housing across the North of England. The interested parties are encouraged to submit information in a single PDF or DOCX format via email to participate in this preliminary market engagement.

This tender represents a significant opportunity for businesses specialising in call centre services, particularly those with experience in the housing sector and capabilities in integrating with systems such as MRI, Capita, and Salesforce. Organisations that can efficiently manage out-of-hours emergency repairs, tenant welfare, anti-social behaviour, and estate safety services from 8pm to 8am daily are well-suited to compete. This is a chance for businesses to influence the scope of the contract and showcase innovative approaches for protecting vulnerable customers and ensuring efficient service delivery. Companies with robust pricing models and operational structures can position themselves as key suppliers for Vico Homes Limited, one of the UK's largest social housing providers, with the potential for long-term collaboration.

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Notice Information

Notice Title

Out Of Hours Call Handling Service

Notice Description

Vico Homes Limited Request for Information Out of Hours Call Handling Service 1. Purpose This document invites market feedback and supplier information to validate solution options, indicative costs, and delivery approaches for the requirements outlined herein. It is a non-binding request intended to inform a subsequent sourcing strategy and specification development 2. Background & Context Vico Homes Limited (Vico) was established on 1st April 2025 when Wakefield District Housing (WDH) rebranded to deliver our vision 'to build better futures and vibrant communities'. We are one of the UK's largest social housing providers, with over 32,000 homes across Yorkshire and our wider operating area across the North of England. We offer much more than bricks and mortar; our support goes far beyond the front door. We go the extra mile to deliver excellent customer services and provide a home to be proud of. Our tenants and others contact us outside normal business hours to report: * Emergency repairs * Urgent property safety concerns * Anti social behaviour incidents * Safeguarding or welfare issues * Estate or building emergencies Contacts may also be received relating to * Vico Homes offices and associated premises * Lone worker alerts relating to Vico employees Our goal is to ensure a consistent, safe, and compliant 24/7 service that protects customers and property assets, supports vulnerable residents, and upholds our legal and regulatory responsibilities. To find out more about us please visit the link below: Welcome to Vico Homes | Vico Homes 3. Objectives of Market Research We are seeking information to help us: * Understand market capabilities for OOH call handling in the housing sector * Shape the scope and requirements for a future contract * Identify innovative approaches for supporting vulnerable customers * Test integration options with our MRI/Capita housing management systems (HMS) and Salesforce (CRM) * Understand pricing models and operational structures * Identify potential efficiencies, improvements, and service innovations 4. Summary of Requirements We require a service to operate between the hours 8pm to 8am, seven days per week Services may include: 4.1 Emergency & Urgent Repairs * Receiving and triaging emergency repairs * Using diagnostic tools to classify repair types * Recording repairs in our HMS * Contacting Vico Homes own workforce or on call contractors 4.2 Colleague/Tenant Safety & Welfare * Dealing with vulnerable or distressed residents * Handling situations involving domestic abuse or safeguarding * Welfare checks * Crisis escalation procedures * Orbis colleague lone worker safety alerts 4.3 Anti Social Behaviour (ASB) * Taking urgent ASB reports * Understanding thresholds for emergency response * Escalation to duty officers (if required) 4.4 Estate Services & Building Safety * Fire alarm activations * Lift breakdowns * Major leaks, flooding, or structural risk * Building security breaches 5. Supplier Response Questions Please provide a response to the following questions: 5.1 Technology, Housing System Integration & Data Management * List the housing management/systems you currently integrate with, if any (e.g. Capita, Dynamics, Salesforce etc.). * Describe API or data exchange capabilities. * Explain how emergency repairs will be issued to contractors/on call staff * Explain how emergency repair logs or ASB reports are sent back to us. 5.2 Performance * Provide standard KPIs for OOH services in the industry, including: o Call answer time o Abandonment rate o First contact resolution (FCR) 5.3 Implementation & Onboarding * Provide a standard mobilisation timeline. * Describe the resources required from us. * What does a typical testing/transition period look like? 5.4 Commercials & Pricing Structure * Outline your pricing approach (e.g., per call, fixed monthly fee, hybrid). * Identify key cost drivers in your model. * Provide example cost ranges based on typical housing association volumes. * State any contractual minimums (hours, volume, contract length, onboarding fees). 5.5 Routes to Market * Provide the names and details of any public procurrent frameworks on which you are a listed provider 5.6 Information You Need from Us * Please list any information required from us as part of the specification to allow you to provide accurate pricing and service proposals in a future tender process

Planning Information

6. Response Instructions Format: Single PDF or DOCX Submission: Send via email to mpeters@vicohomes.co.uk by 9th March 2026 7. Next Steps We will review responses to: • Develop a full written specification • Finalise KPIs and performance requirements • Determine the appropriate procurement route (framework, open tender, etc.) • Potentially invite suppliers to a market engagement session Participation in this RFI does not guarantee inclusion or advantage in any subsequent procurement. 8. Confidentiality The information gathered will be used solely for the purpose of market research and specification development. All responses will be treated as confidential.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-066146
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/019094-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

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
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
3 Mar 20261 months ago
Submission Deadline
Not specified
Future Notice Date
9 Mar 2026Expired
Award Date
Not specified
Contract Period
31 Aug 2026 - 31 Aug 2028 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
VICO HOMES 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
CASTLEFORD
Postcode
WF10 5HX
Post Town
Wakefield
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE45 Wakefield
Delivery Location
TLE Yorkshire and The Humber
Local Authority
Wakefield
Electoral Ward
Castleford Central and Glasshoughton
Westminster Constituency
Pontefract, Castleford and Knottingley

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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