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Out of hours call handling

Phoenix Community Housing

This public procurement record has 1 release in its history.

Tender

20 Aug 2026 at 10:59

UK4 - Tender Notice
Summary of the contracting process

Phoenix Community Housing is procuring an out-of-hours telephone call-handling service for residents of its not-for-profit housing association. The service will provide a seamless response outside normal hours, supported by comprehensive knowledge of the housing service and the ability to handle resident queries and calls appropriately. Phoenix owns and manages just under 8,000 homes across Bellingham, Downham and Grove Park in South Lewisham, London, and the service will support residents across this housing stock. The requirement is for services in the community, social and personal services category. The expected workload is about 9,000 calls annually, so suppliers should be equipped to provide a consistent, reliable telephone operation at significant call volumes.

The process has reached tender: Phoenix Community Housing invited offers through a below-threshold open competition. The enquiry deadline was 2 October 2026 at 00:00, and the tender submission deadline was 9 October 2026 at 00:00. Bids may be submitted electronically through the stated online tendering service. The contract is scheduled to run from 11 January 2027 to 11 January 2030, with an option to extend twice by one year, subject to performance and business need; the maximum stated end date is 11 January 2032. The estimated value is £38,000 excluding VAT and £48,000 including VAT. There is one lot, suitable for SMEs. Evaluation is based on 30% price, calculated using the price per call, and 70% quality, assessed against the invitation to tender requirements.

This opportunity suits specialist call-handling and contact-centre providers with a proven record of delivering high-quality out-of-hours telephone services. Suppliers need sufficient staffing and operational resources to manage about 9,000 resident calls each year, including the ability to maintain reliable coverage and consistent service standards outside normal hours. Strong knowledge of housing-related services and resident support will be important, as the service must provide a seamless response to residents of a large housing association. Providers should be able to demonstrate relevant experience, dependable call-handling processes and the capacity to deal with enquiries accurately and appropriately. The requirement is identified as suitable for small and medium-sized enterprises, so established specialist firms as well as larger contact-centre operators may be well placed to compete.

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Notice Information

Notice Title

Out of hours call handling

Notice Description

Phoenix Community Housing is a resident led not for profit housing association that owns and manages just under 8,000 homes across the Bellingham, Downham and Grove Park areas of South Lewisham, London. Pheonix are seeking a supplier with a proven track record of delivering high quality call handling services supported by sufficient resources and comprehensive service knowledge to provide a seamless out of hours telephone service for residents. There are about 9,000 calls annually.

Lot Information

Lot 1

Renewal: Option to extend twice by one year subject to performance and business need.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06e858
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/079342-2026
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
Below threshold - open competition
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

98 - Other community, social and personal services

CPV Codes

98000000 - Other community, social and personal services

Notice Value(s)

Tender Value
£38,000 Under £100K
Lots Value
£38,000 Under £100K
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
20 Aug 20266 days ago
Submission Deadline
9 Oct 20262 months to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
11 Jan 2027 - 11 Jan 2030 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Phoenix Community 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
LONDON
Postcode
SE6 2RP
Postcode Area
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
Not specified
Local Authority
Lewisham
Electoral Ward
Catford South
Westminster Constituency
Lewisham East

Further Information

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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