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Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)

Brunelcare

This public procurement record has 1 release in its history.

Tender

14 Sep 2026 at 12:43

UK4 - Tender Notice
Summary of the contracting process

Brunelcare is procuring an out-of-hours contact centre service for residents living in its sheltered flats and bungalows. The service will provide urgent housing, property and welfare support during evenings, weekends and public holidays, including emergency repairs and safety incidents, welfare checks, safeguarding alerts, access problems, lockouts and other urgent housing matters. The supplier will handle, triage, log, monitor, escalate and report incidents, hand them over to Brunelcare’s daytime operational teams, and coordinate repair call-outs with Brunelcare’s direct labour organisation and specialist contractors. This is a service contract delivered for Brunelcare’s housing and support operations in Bristol and the wider South West of England. The main work is telephone answering and incident coordination, alongside arranging building-installation repairs and maintenance.

The procurement has reached tender: Brunelcare has invited offers through an open procedure. It is a single lot, with tenders submitted through the ProContract portal; submissions by other means are excluded. Enquiries close at 5pm on 13 October 2026, and tenders must be submitted by noon on 20 October 2026. The intended award decision date is 8 February 2027. The initial contract runs from 1 April 2027 to 31 March 2030, with options to extend to a maximum end date of 31 March 2032. The estimated gross value is £282,000, including the extension options. Tenders will be evaluated on quality at 60% and price at 40%. Economic and technical selection criteria apply, with detailed requirements in the tender documents.

This opportunity suits contact centre, call-handling and housing-support providers able to deliver reliable out-of-hours coverage across evenings, weekends and public holidays. Strong candidates will need effective telephone triage, incident logging, monitoring, escalation, reporting and handover processes, with the judgement to identify urgent repairs, safety concerns, welfare needs and safeguarding alerts. Suppliers should be able to coordinate responsive repairs with a direct labour organisation and specialist contractors, including access issues and lockouts, while maintaining clear communication with daytime operational teams. Experience supporting residents in sheltered housing, independent living or other care and welfare settings would be relevant. The requirement is identified as suitable for small and medium-sized enterprises, and will suit a provider with dependable staffing, operational resilience and systems for managing sensitive resident information and urgent incidents.

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Notice Information

Notice Title

Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)

Notice Description

Brunelcare invites tender responses for the provision of an Out of Hours (OOH) Contact Centre Service to deliver urgent housing, property, and welfare-related support during evenings, weekends, and public holidays. The service will support residents living in Brunelcare's sheltered flats and bungalows, which provide an independent living environment within a supportive community. The service requirements include, but are not limited to: - Emergency repairs and safety-related incidents. - Welfare checks and safeguarding alerts. - Assistance with access issues, lockouts, and other urgent housing matters. - Escalation of incidents and handover to Brunelcare's daytime operational teams. The supplier will be responsible for coordinating with Brunelcare's DLO and specialist contractors in relation to any repair-related call-outs. The procurement of an OOH Service provider is a key step in ensuring Brunelcare continues to meet its operational requirements, deliver a responsive and high-quality service to residents, and provide reassurance to residents, staff, and stakeholders. The successful Supplier will provide a comprehensive call handling and triage service, including the logging, monitoring, escalation, and reporting of all out of hours incidents. Brunelcare is a Bristol-based charity providing high-quality housing, care, and support services for older people across the South West. Brunelcare is conducting an Open Procedure to appoint a suitable Supplier to deliver this service, commencing on 1st April 2027. The contract will comprise an initial term of three (3) years, with the option to extend for up to two (2) additional years, giving a maximum contract term of five (5) years. Full details of the requirements and scope of services are contained within the associated tender documents available via ProContract. The deadline for submission of tenders is 12pm (noon) on 20th October 2026. Please note that Shared Services for Housing (SSfH) is acting as the managing organisation on behalf of Brunelcare for this tender opportunity.

Lot Information

Lot 1

Renewal: The contract will comprise an initial term of three (3) years, with the option to extend for up to two (2) additional years, giving a maximum contract term of five (5) years.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06f90a
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/086835-2026
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
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

50 - Repair and maintenance services

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

CPV Codes

50700000 - Repair and maintenance services of building installations

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£282,000 £100K-£500K
Lots Value
£282,000 £100K-£500K
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
14 Sep 20262 days ago
Submission Deadline
20 Oct 20262 months to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Apr 2027 - 31 Mar 2030 3-4 years
Recurrence
2030-06-30

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Brunelcare
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRISTOL
Postcode
BS5 9FF
Postcode Area
Bristol
Country
England
Major Region (ITL 1)
TLK South West (England)
Basic Region (ITL 2)
TLK5 West of England
Small Region (ITL 3)
TLK51 Bristol, City of
Delivery Location
TLK1 Gloucestershire, Wiltshire and Bristol/Bath area
Local Authority
Bristol, City of
Electoral Ward
Easton
Westminster Constituency
Bristol East

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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