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Invitation to Tender for Temporary Call Handling Services

South Ribble Borough Council

This public procurement record has 1 release in its history.

Award

22 Sep 2026 at 14:05

UK7 - Contract Details Notice
Summary of the contracting process

South Ribble Borough Council and Chorley Council jointly procure temporary call handling services for their shared Customer Services function. The requirement supports high-volume contact across revenues and benefits, waste, elections and general enquiries. The provider supplies flexible, responsive call handling capacity during demand peaks, resource pressures and unplanned disruptions, helping the councils maintain service levels and continuity while supporting a positive customer experience. This is a customer contact and office-support service rather than a permanent staffing requirement. Delivery covers the councils’ service areas in South Ribble and Chorley, Lancashire. Businesses relevant to this requirement include outsourced contact-centre operators, overflow call-handling providers and customer service specialists able to support public-sector enquiries across multiple service lines.

The procurement is complete and has been awarded following a below-threshold limited competition. It comprised one lot. CALLCARE LIMITED was selected as the supplier, with the award active. The contract was signed on 21 August 2026 and runs from 1 September 2026 to 31 March 2027. Its gross value is £63,375.01, inclusive of taxes, in GBP. The contract is below the applicable threshold. The councils’ requirement was evaluated through the limited competition route; the published outcome identifies the successful supplier but does not set out separate scoring criteria. The arrangement is for temporary call handling support across South Ribble and Chorley, with the contract period covering the specified service delivery window.

This award demonstrates demand from two local authorities for outsourced overflow and contingency call handling across several public services. A credible competitor for a future requirement would need to manage fluctuating contact volumes, provide responsive temporary capacity and maintain service continuity during staffing pressures or disruption. Relevant capability includes trained call handlers who can deal accurately and courteously with revenues and benefits, waste, elections and general enquiries, supported by dependable supervision, workforce planning and quality controls. Suppliers should be able to operate across the South Ribble and Chorley service areas and integrate their service with a council customer-services function. The award also indicates that a large specialist contact-handling provider can meet the councils’ need through a focused, below-threshold competition.

How relevant is this notice?

Notice Information

Notice Title

Invitation to Tender for Temporary Call Handling Services

Notice Description

Chorley Council and South Ribble Borough Council (the Council) operate a shared Customer Services function, managing high volumes of contact across a range of services including revenues and benefits, waste, elections and general enquiries. From time to time, the Council experiences peaks in demand, resource pressures, or unplanned disruptions that impact its ability to maintain target service levels. The Council is therefore seeking a flexible and responsive provider to deliver temporary call handling support to ensure continuity of service and maintain a positive customer experience.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-077794
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/089665-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Below threshold - limited competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79500000 - Office-support services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£63,375 Under £100K

Notice Dates

Publication Date
22 Sep 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Sep 2026 - 31 Mar 2027 6-12 months
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
South Ribble Borough Council
Additional Buyers

Chorley Council

Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LEYLAND
Postcode
PR25 1DH
Postcode Area
Preston
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD45 Mid Lancashire
Delivery Location
Not specified
Local Authority
South Ribble
Electoral Ward
Broadfield
Westminster Constituency
South Ribble

Supplier Information

Number of Suppliers
1
Supplier Name

CallCare Ltd

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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