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Out of Hours Service

Cornerstone Housing Limited

This public procurement record has 1 release in its history.

Award

02 Sep 2026 at 16:05

Award Notice
Summary of the contracting process

Cornerstone Housing Limited commissioned an out-of-hours emergency response and reactive maintenance service for its housing operations. The requirement covers either a fully outsourced service or additional capacity for existing in-house teams. The appointed supplier handles emergency calls, triages repairs, dispatches operatives and carries out make-safe works during evenings, weekends and public holidays. Typical incidents include loss of heating or hot water, dangerous electrical faults, major leaks, security breaches, uninhabitable conditions, damp and mould risks, and other health and safety hazards. The service also includes resident communication, support for vulnerable occupants, risk assessments, photographs, job records, next-day information transfer, monthly reporting and performance monitoring. Cornerstone Housing Limited is based in Exeter, and the appointed provider is a small or medium-sized enterprise based in Torrington.

The procurement has been awarded and the contract is active. It was run as a limited procedure using the PFH Framework for Responsive Repairs and Void Property Services, Lot 3, through an award procedure without prior publication of a call for competition. The contract was signed on 10 June 2026 for £60,000. Westcountry Maintenance Services Ltd was selected as the supplier. The award was based on price. The procurement records one bid and identifies the arrangement as covered by the Government Procurement Agreement. The requirement relates to refurbishment and responsive maintenance works, with the framework call-off recorded under the responsive repairs lot. No contract end date or duration is stated in the awarded information.

This award shows that Cornerstone Housing Limited uses framework call-offs to secure specialist out-of-hours housing repairs and emergency response capacity. A credible future competitor would need a dedicated 24-hour-style call-handling operation covering evenings, weekends and public holidays, with robust triage for emergencies, Category 1 hazards, damp and mould risks and vulnerable residents. Operational capability would include rapid dispatch, competent repair operatives, make-safe works, temporary restoration of essential services and escalation of high-risk cases. Suppliers would also need strong health and safety controls, documented risk assessments, photographic evidence, accurate job administration and reliable next-day data transfer. Experience of housing repairs, measurable service performance, monthly KPI reporting and the ability to provide either a complete service or additional support to in-house teams would be important.

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Notice Information

Notice Title

Out of Hours Service

Notice Description

The services provided will either be a fully out-sourced solution to deliver all reactive maintenance works or as a top up service to existing in house teams. The Supplier shall provide a comprehensive Out of Hours (OOH) emergency response service on behalf of Cornerstone Housing Ltd. The service includes emergency call handling, repairs triage, dispatch of operatives, and delivery of make-safe works during all non-core operational hours, including evenings, weekends, and public holidays. The Supplier will operate a dedicated call-handling function capable of identifying emergencies, Category 1 hazards (HHSRS), and risks associated with damp and mould in accordance with Awaab's Law. The Supplier will ensure timely responses, including meeting required attendance times, providing temporary solutions where essential services are disrupted, and escalating high-risk cases. Works include - but are not limited to - dealing with loss of heating/hot water, dangerous electrical faults, major leaks, security breaches, uninhabitable conditions, and other health and safety hazards. All attendances must include appropriate risk assessment, photographic evidence, and accurate documentation. The Supplier must ensure compliance with all statutory duties, maintain clear communication with residents, support vulnerable occupants, and transfer full job details to Cornerstone by the agreed next-day deadline. Monthly reporting, KPI compliance, workforce competence, and adherence to health and safety legislation form part of the core contractual obligations.

Lot Information

Lot 1

The contract was called off through the PFH framework for Responsive Repairs and Void Property Services - Lot 3 - Responsive Repairs (The FTS Notice: the contract notice with reference number 2023/S 000-007135 dated 10th March 2023 published through the UK e-notification service)

Procurement Information

The contract was awarded via a PFH Framework, which was awarded under contract notice with reference number 2023/S 000-007135 dated 10th March 2023.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06f09f
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/083178-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Works
Procurement Method
Limited
Procurement Method Details
Award procedure without prior publication of a call for competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

45 - Construction work

CPV Codes

45453100 - Refurbishment work

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£60,000 Under £100K

Notice Dates

Publication Date
2 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Cancelled
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Cornerstone Housing 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
EXETER
Postcode
EX1 1AL
Postcode Area
Exeter
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK4 Devon
Small Region (ITL 3)
TLK43 Devon CC
Delivery Location
TLK4 Devon
Local Authority
Exeter
Electoral Ward
St David's
Westminster Constituency
Exeter

Supplier Information

Number of Suppliers
1
Supplier Name

Westcountry Maintenance Services Ltd

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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