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Customer Care (Security) Services within Emergency Housing and Resettlement Service

Blackpool Coastal Housing

This public procurement record has 1 release in its history.

Tender

29 Sep 2026 at 15:48

UK4 - Tender Notice
Summary of the contracting process

Blackpool Coastal Housing Limited is buying customer care and building-support services for its emergency housing and resettlement provision in Blackpool. This is not a conventional guarding contract: officers will manage building entry, carry out safety and welfare checks, monitor CCTV, support emergency admissions and respond to incidents, fire alarms and safeguarding concerns. They will also keep records, liaise with residents and help defuse challenging situations. The work covers William Lyons House, supported accommodation for 14 young people, and emergency accommodation buildings for homeless families, couples and single people. At the family provision, an officer will be based at either Central or Clare Street and visit the other site during each shift. The service combines premises safety with direct support for residents with complex needs.

The buyer invited offers through an open procedure. The enquiry deadline was 27 October 2026 at 23:59, and the tender submission deadline was 4 November 2026 at 10:00. The planned award decision date was 10 December 2026. The contract is scheduled to run from 13 March 2027 to 12 March 2029, with three possible 12-month renewals, allowing an overall maximum period to 12 March 2032. The stated gross contract value is £1.5 million. There is one lot. Evaluation allocates 50% to quality, 15% to social value and 35% to price. The requirement is identified as suitable for small and medium-sized businesses. The buyer may add properties during the contract, increasing staffing needs, with the awarded hourly rates applying.

This opportunity suits providers able to deliver customer care and safe building operations together, rather than security patrols alone. Officers need to communicate effectively with young people and vulnerable adults, manage sensitive and challenging situations, de-escalate conflict and respond confidently to emergencies. Relevant experience must include at least two years delivering customer-care services of this kind, including work with vulnerable people; bidders must provide details of up to three relevant contracts. Company directors and service operatives must hold Security Industry Authority licences, and staff delivering the service need valid enhanced Disclosure and Barring Service checks. Suppliers must have or commit to the required employer’s liability cover of £7.5 million and public liability cover of £5 million, and demonstrate suitable data-protection resources and compliance with the buyer’s policies and legal requirements. Capacity to provide additional on-site support and staff if properties are added is relevant.

How relevant is this notice?

Notice Information

Notice Title

Customer Care (Security) Services within Emergency Housing and Resettlement Service

Notice Description

This contract is not a security contract; it has a much wider scope. The Service Provider must have experience in dealing with vulnerable adults, families and young people with multi disadvantage and complex needs. They must have experience, competence and abilities to manage situations that may be sensitive and challenging. The Service Provider must provide officers that are able to respond to the needs of the services below and have the skills to communicate effectively, defuse situations and manage emergency situations swiftly and confidently. The Service Provider must be able to provide additional onsite support to officers within the appropriate timescales. Officers may be required to carry out welfare checks on individuals that require additional support/oversight. Officers may also be required to address issues with individuals that are challenging. William Lyons House is supported accommodation for 14 young people, there are 10 self-contained flats and 4 bedsit flats with a communal kitchen. There are also communal areas which can be accessed by the young people when BCH staff are on site. The building is a 2 story block with a rear car park and door entry system. The role of the customer care service is to maintain the security of the building, manage the front door, not allowing visitors within the agreed time periods, carry out building safety checks, monitor the CCTV, respond to any emergency situations and record building information within the appropriate record books. The Customer Care Officer will also be required to liaise with the young people, defuse any challenging situations and deal with the young people in a friendly and effective manner, again recording information within the required record books/incident reports. The Emergency Housing provision provides emergency accommodation for homeless families, couples and singles, with multi disadvantages and complex needs. Two buildings provide individual sleeping/living quarters with shared bathrooms, kitchens and communal corridors and one building provides fully self-contained accommodation. The buildings are 2 and 3 story blocks with a communal front door entry system. During the evenings, entry into Gorton St will be managed by the customer care service. The Customer Care Officer will carry out building safety checks, welfare checks, carry out any out of hours booking in of new residents, review CCTV, responding to any breach of rules as required within agreed procedures, deal with emergency situations including responding to fire alarm activations, responding to safeguarding concerns and record all information within the required record books. Security will also be required to carry out emergency admissions as set within the agreed admission procedures. Within our family emergency provision one customer care officer will be required to be based in one of the family provisions, Central or Clare St, they will be expected to visit the other family provision during each shift. The Customer Care Officer will carry out building safety checks, welfare checks, carry out any out of hours booking in of new residents, review CCTV, responding to any breach of rules as required within agreed procedures, deal with emergency situations including responding to fire alarm activations, responding to safeguarding concerns and record all information within the required record books. Customer Care Officers will also be required to carry out emergency admissions as set within the agreed admission procedures.

Lot Information

Lot 1

Options: Given the nature of this service, it is possible that an additional property(s) may require on-boarding during the term of the contract which will lead to an increase in the number of staff required to deliver the contract and therefore, an increase in contract value. In this event, the hourly rates will be charged at the same amounts as awarded under this tender.

Renewal: 3 x 12 months

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-077cca
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/092012-2026
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

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

CPV Codes

79342300 - Customer services

79713000 - Guard services

79715000 - Patrol services

Notice Value(s)

Tender Value
£1,500,000 £1M-£10M
Lots Value
£1,500,000 £1M-£10M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
29 Sep 20261 weeks ago
Submission Deadline
4 Nov 20264 weeks to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
13 Mar 2027 - 12 Mar 2029 2-3 years
Recurrence
2031-10-01

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Blackpool Coastal Housing
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BLACKPOOL
Postcode
FY1 1DG
Postcode Area
Blackpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD4 Lancashire
Small Region (ITL 3)
TLD42 Blackpool
Delivery Location
TLD42 Blackpool
Local Authority
Blackpool
Electoral Ward
Talbot
Westminster Constituency
Blackpool South

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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