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Out of Hours Call Handling Service - Soft Market Engagement (SME)

Metropolitan Housing Trust Limited

This public procurement record has 1 release in its history.

Planning

27 Aug 2026 at 17:38

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Metropolitan Housing Trust Limited is planning an out-of-hours call handling service for its housing operations. The requirement falls within call-centre services (CPV 79512000) and is intended to provide call handling outside normal operating hours. Delivery is described as covering the United Kingdom. The planned service will be shaped through supplier input, with feedback intended to help MHT develop the service specification, commercial approach and procurement strategy. This is therefore relevant to contact-centre operators, outsourced customer-service providers and specialist telephone response businesses that can support housing-related out-of-hours communications. Suppliers with experience designing or delivering continuous, evening, overnight or weekend call-handling services should be able to understand the requirement and contribute practical market insight before any future procurement is launched.

The process is at the planning stage and is a soft market engagement, not a competition; no contract will be awarded through this exercise. MHT expects to publish the engagement on 27 August 2026, with a clarification period running from 27 August to 10 September 2026. Optional supplier engagement sessions are expected between 10 and 17 September 2026. Supplier responses are expected by 17 September 2026, followed by market-engagement outcomes and supplier feedback on 30 September 2026. The planned contract period shown for the single lot is 18 September 2026 to 19 September 2026. The published gross value is £0. The procurement is above the relevant threshold, and its procedure and commercial model are to be informed by this engagement.

This exercise is most relevant to established call-handling and customer-contact providers that can offer reliable out-of-hours telephone support and give informed feedback on how such a service should be specified and bought. It may suit organisations with experience serving housing providers or handling urgent, sensitive or high-volume enquiries beyond standard office hours. Suppliers can use the engagement to explain workable operating models, staffing arrangements, service levels, reporting, escalation routes and commercial assumptions, where these reflect their own delivery experience. Businesses able to discuss the practical and financial implications of different service designs are well placed to contribute. Participation is preparatory rather than a bid for immediate work, but supplier feedback may help shape the specification and future procurement strategy.

How relevant is this notice?

Notice Information

Notice Title

Out of Hours Call Handling Service - Soft Market Engagement (SME)

Notice Description

Metropolitan Housing Trust Ltd (MHT) is conducting a Soft Market Engagement (SME) exercise to obtain supplier feedback on the future provision of an Out of Hours Call Handling Service. This engagement will help inform the service specification, commercial approach and procurement strategy. This is not a call for competition and no contract will be awarded as a result of this exercise. Suppliers are invited to review the attached documents and submit a response by 17 September 2026 For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./392485989N To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/392485989N

Planning Information

DateActivity Publication of Market Engagement27/08/2026 Clarification Period27/08/2026 – 10/09/2026 Optional supplier engagement sessions (Please share availability)10/09/2026 – 17/09/2026 Deadline for supplier responses17/09/2026 Market engagement outcomes and supplier feedback30/09/2026

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06ee12
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/081972-2026
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
27 Aug 20265 days ago
Submission Deadline
Not specified
Future Notice Date
17 Sep 20263 weeks to go
Award Date
Not specified
Contract Period
18 Sep 2026 - 19 Sep 2026 30 days
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
Metropolitan Housing Trust 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
LONDON
Postcode
N14 6PW
Postcode Area
North London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI5 Outer London - East and North East
Small Region (ITL 3)
TLI54 Enfield
Delivery Location
Not specified
Local Authority
Enfield
Electoral Ward
Southgate
Westminster Constituency
Southgate and Wood Green

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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