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Out of Hours Telephone Answering Service

ORWELL HOUSING ASSOCIATION LIMITED

This public procurement record has 1 release in its history.

Award

22 Sep 2026 at 16:03

UK7 - Contract Details Notice
Summary of the contracting process

Orwell Housing Association Ltd procured an out-of-hours telephone answering service. The service covers telephone switchboard and telephone-answering duties outside normal working hours, with additional cover when Orwell holds team meetings, events or other meetings. The procurement was carried out collaboratively with Broadland Housing Association Ltd, with both housing associations seeking the same service provider while retaining separate contracts. The service is delivered in the United Kingdom. It is a service contract rather than a supply or works opportunity, and is relevant to contact-centre, call-handling and outsourced customer-service providers able to provide reliable telephone coverage for housing organisations and respond to calls outside standard office hours.

The procurement is complete and was awarded to Norse Group Services Limited. The award was made on 9 June 2026 and the contract was signed on 4 September 2026. The contract runs from 30 September 2026 to 29 September 2028, with Orwell Housing Association Ltd holding sole discretion to extend it for a further two years, up to 29 September 2030. The awarded contract value is £66,423.33 excluding VAT, or £79,708 including VAT. It was a below-threshold procurement using a tender process, conducted jointly with Broadland Housing Association Ltd during April and May 2026; the tender closed on 5 May 2026. One completed lot was awarded.

This award demonstrates established demand from Orwell Housing Association for dependable out-of-hours call handling, including extra resilience during internal meetings and events. A credible competitor for a future requirement would need an operational telephone-answering or contact-centre service, sufficient staffing and systems to maintain coverage outside normal hours, and the ability to handle calls consistently for a housing association. The collaborative approach with Broadland Housing Association shows the value of supporting more than one housing provider and coordinating service delivery while operating separate customer arrangements. Performance would need to be managed against efficiency, effectiveness, environmental impact, equity and economy, so suppliers should be able to evidence service quality, value for money and responsible operating practices.

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Notice Information

Notice Title

Out of Hours Telephone Answering Service

Notice Description

Orwell Housing Assoc. Ltd have awarded a contract for: Out of Hours Telephone Answering Service to Norse Group Services Ltd. This is a service contract covering the organisations out of hours telephone answering service and is also required at times when Orwell have team meetings, events or other meetings as needed. The tender was carried out in collaboration with Broadland Housing Association Ltd during April & May 2026 (closing date 05/05/26). Both authorities wished to appoint the same out of hours supplier for the contract, each to have their own individual contract with the successful supplier. The contract is for 2 years with the option of a 2 year extension, at the sole discretion of Orwell Housing Assoc. Ltd. Previous notices for the tender were published by Broadland Housing Assoc. Ltd. UK 6 Contract award notice - 09/06/26 UK4 Tender notice - 01/04/2026. Procurement identifier (OCID) ocds-h6vhtk-067a65 Notice identifier 2026/S 000-030195.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0777df
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/089796-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Below threshold - unknown
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

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

CPV Codes

64214200 - Telephone switchboard services

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£66,423 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
30 Sep 2026 - 29 Sep 2028 2-3 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ORWELL HOUSING ASSOCIATION 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
IPSWICH
Postcode
IP2 0BE
Postcode Area
Ipswich
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH6 Suffolk
Small Region (ITL 3)
TLH62 Ipswich
Delivery Location
Not specified
Local Authority
Ipswich
Electoral Ward
Gipping
Westminster Constituency
Ipswich

Supplier Information

Number of Suppliers
1
Supplier Name

NORSE GROUP SERVICES LIMITED

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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