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Out of Hours Call Handling Service 2026

Eastlight Community Homes

This public procurement record has 1 release in its history.

Planning

14 Aug 2026 at 15:01

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Eastlight Community Homes is planning an enhanced out-of-hours call-handling service for its residents. The service is expected to cover telephone answering and call-centre operations, including emergency repairs triage, escalation arrangements, safeguarding and support for vulnerable residents, customer service standards, real-time call logging and call recording. It will also require reporting dashboards, business continuity arrangements, mobilisation support and integration with the organisation’s CRM and repairs systems. The procurement is for services delivered as part of Eastlight’s housing operations, with the buyer based in Braintree. The relevant service categories include telephone switchboard services, telephone-answering services, telephone operator services and call-centre services.

This procurement is at the planning stage, before the formal tender. Eastlight intends to use preliminary market engagement to test supplier capability, interest and appetite, and to refine the specification, evaluation approach and commercial model. Written market-engagement responses are expected by 28 August 2026, with possible supplier discussions and demonstrations between 7 and 11 September 2026. The formal procurement is anticipated in September or October 2026, with mobilisation and go-live anticipated in May 2027. The proposed contract would run from 31 May 2027 to 30 May 2030, with renewal potentially extending it to 30 May 2032. The estimated value is £275,000 excluding VAT, or £330,000 including VAT. A proposed Competitive Flexible Procedure remains subject to confirmation after engagement.

The work is likely to suit established call-centre, contact-centre and outsourced customer-service providers able to operate an out-of-hours resident service and handle urgent housing-related calls. Relevant preparation should cover emergency repairs triage, escalation, safeguarding and support for vulnerable residents, consistent customer-service delivery, real-time call logging, call recording and management reporting. Suppliers should be ready to explain how their technology integrates with CRM and repairs systems, supports reporting dashboards and maintains service continuity. Eastlight is also seeking practical approaches to mobilisation, supplier innovation, available technology and pricing models, alongside evidence that the service can improve quality and operational efficiency. Providers should consider whether they can demonstrate their systems and support wider digital transformation objectives before the formal procurement reaches the market.

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Notice Information

Notice Title

Out of Hours Call Handling Service 2026

Notice Description

Prior to commencing the formal procurement process, ECH will undertake structured market engagement to test market capability, interest and appetite for delivering an enhanced Out of Hours Call Handling Service. This engagement will help ensure that the final specification, evaluation approach and commercial model are informed by current market practice, supplier innovation and available technology solutions. The market engagement will seek feedback from potential providers on key areas including repairs triage, safeguarding support, customer service standards, CRM and repairs system integration, real-time call logging, call recording, reporting dashboards, business continuity, mobilisation requirements and pricing models. Suppliers will also be invited to demonstrate their systems and explain how their approach could support improved service quality, operational efficiency and the wider digital transformation objectives of ECH. The engagement will be conducted in a transparent and non-discriminatory manner, ensuring that all participating suppliers receive the same information and that no supplier gains an unfair advantage ahead of the formal tender process. Outputs from the engagement will be used to refine the procurement documents, confirm whether the proposed Competitive Flexible Procedure remains the most appropriate route to market, and ensure that the resulting opportunity is attractive, proportionate and deliverable. For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Braintree:-Telephone-switchboard-services./W8ZW446MF6 To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/W8ZW446MF6

Planning Information

Suppliers are invited to participate in Eastlight’s preliminary market engagement for the proposed Out of Hours Call Handling Service. The engagement will explore the proposed service scope, including out-of-hours resident call handling, emergency repairs triage, escalation arrangements, safeguarding and vulnerable resident support, systems integration, reporting, mobilisation and commercial model. The market engagement request is due to be published on 14/08/2026, with written responses required by 28/08/2026. Eastlight may hold follow-up discussions and demonstration sessions between 07/09/2026 and 11/09/2026, ahead of the anticipated formal procurement process in September / October 2026 and contract mobilisation and go-live in May 2027.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e4d0
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077757-2026
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

64 - Postal and telecommunications services

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

CPV Codes

64214200 - Telephone switchboard services

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
£275,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
14 Aug 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
28 Aug 20261 day to go
Award Date
Not specified
Contract Period
31 May 2027 - 30 May 2030 3-4 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
Eastlight Community Homes
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRAINTREE
Postcode
CM77 8FG
Postcode Area
Chelmsford
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH34 Essex Haven Gateway
Delivery Location
Not specified
Local Authority
Braintree
Electoral Ward
Braintree Central & Beckers Green
Westminster Constituency
Braintree

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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