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Enquires & Customer Management

Anchor Hanover Group

This public procurement record has 2 releases in its history.

Planning

05 Oct 2026 at 15:35

UK2 - Preliminary Market Engagement Notice
Planning

05 Oct 2026 at 12:33

UK1 - Pipeline Notice
Summary of the contracting process

Anchor Hanover Group, an England-wide provider of housing and care for older people, is exploring software to manage prospective residents’ journey from first enquiry to accepted admission across its 120 care homes. The intended system would support enquiry capture and qualification, contact and relationship management, matching people to homes, availability and occupancy, workflow and pipeline tracking, assessments, approvals, room reservations and admissions coordination. It should also support accessible communications, indicative fees and funding details, and handover to finance, reporting and care systems. Integration with retained and future systems, including the care planning platform, is central to the requirement. The wider care technology review also considers nurse call, incident management and workforce management, but these are not the immediate priority. Delivery is across Anchor’s care homes in England.

This is at planning and market-engagement stage: Anchor has not yet begun a tender or committed to a future competition. It expects to use a competitive flexible procedure, with the procurement estimated to start on 11 January 2027. The planned contract is a single lot, with a three-year initial term starting 2 August 2027 and ending 31 July 2030; an extension could take it to 31 July 2032. The estimated value is £3 million excluding VAT (£3.6 million including VAT). Anchor plans an online market presentation on 13 October 2026, optional supplier feedback by 16 October and individual sessions for some suppliers on 19 October. These activities are for research and requirement development only; responses will not be scored or used to select or exclude suppliers. SMEs are considered suitable.

The work is likely to suit suppliers with configurable SaaS enquiry, admissions or CRM products for multi-site care, as well as broader care platforms and integration partners. Anchor is seeking evidence that core compliance workflows can be delivered out of the box or configured, with realistic implementation, data migration, onboarding, integration, testing and training approaches. Relevant capabilities include enquiry qualification and campaign attribution; resident, family, representative and referrer relationship management; home matching and occupancy insight; controlled assessment and admission workflows; accessible communications; and accurate handover of fees, funding and payer data. Suppliers should be able to explain integration and data ownership across retained and future systems, and demonstrate reporting, conversion insight and enterprise visibility. AI and advanced analytics are of interest, including through partner products. Wider workforce management capability is welcome, but is not an immediate requirement.

How relevant is this notice?

Notice Information

Notice Title

Enquires & Customer Management

Notice Description

Anchor Hanover Group is England's largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations. Purpose of this notice Anchor Hanover Group is undertaking preliminary market engagement to understand supplier capability and market approaches for enquiries, admissions, occupancy and relationship management across its care home business. This notice is intended to alert the market that engagement is taking place, describe the opportunity at a high level and invite relevant suppliers to participate. This notice forms part of a wider care technology pre-market engagement exercise that also includes nurse call and incident management. Anchor is considering these areas together to understand the market landscape, potential integration points and future delivery options across its care technology roadmap. This activity enables market research to help Anchor define requirements, build the business case and design the target state architecture, by determining the extent to which enquiry management, CRM and customer financial management and/or workforce management is a specialist application that integrates to other systems or could be consolidated into a core care platform . It does not start a procurement process, does not commit Anchor to any future competition and supplier responses will not be scored or used to select or exclude suppliers. Problem and opportunity Anchor wants to improve the experience of prospective residents, relatives, representatives and colleagues from first enquiry through to accepted admission. The opportunity is to strengthen enquiry capture, qualification, marketing campaign attribution, home matching, assessment coordination, admissions progression, occupancy visibility and relationship management across a multi-site care home environment. Anchor is seeking to reduce avoidable duplication, improve pipeline and conversion insight, support more consistent ways of working, increase occupancy and ensure that accepted admissions can transition effectively into downstream care, finance and reporting processes. Likely scope and areas of interest . The likely scope includes the capabilities needed to manage enquiries, admissions and occupancy from initial contact to accepted admission. Anchor is interested in understanding whether the market can meet this need through dedicated enquiries and admissions products, CRM-led approaches, broader care technology platforms or integrated partner models. Anchor currently expects some care technology systems to be retained in the immediate future, including its care planning platform. Suppliers should therefore explain, at a high level, how their proposed approach would integrate with retained and future systems without creating unnecessary duplicate records or unclear ownership of care, resident, finance or reporting data. Anchor may also need to consider a future customer financial planning capability alongside the shorter-term priority for enquiries management. Suppliers should explain whether their approach could support or integrate with future processes for indicative fees, funding arrangements, payer information, financial planning and handover into customer finance, without extending the immediate engagement into a detailed finance specification at this stage. Anchor's target state architecture will also review workforce management and consider potential solutions to support rostering and time and attendance capabilities. Whilst not an immediate priority suppliers responding to this notice are welcome to highlight if this is included in their wider offer and the degree to which Anchor could consolidate applications into a core administrative platform. Headline capability domains 1. Enquiry capture and qualification: consistent capture of enquiries across relevant channels, with appropriate qualification, prioritization, campaign attribution and source tracking. 2. Prospect, contact and relationship management: a clear view of prospective residents, representatives, relatives, referrers and other contacts involved in the decision-making journey. 3. Home matching, availability and occupancy: support for matching prospective residents to suitable homes and services, understanding availability and managing occupancy opportunities. 4. Journey, workflow and pipeline management: clear stages, ownership, actions, service levels, escalation and visibility from initial enquiry to admission or closure. 5. Assessment, decision and admissions coordination: support for pre-admission assessment, suitability decisions, approvals, room reservation and controlled progression to admission. 6. Communications and digital engagement: timely, accessible and appropriately branded communication with prospective residents, relatives, representatives and referrers, including digital and assisted-digital options. 7. Fees, funding and financial handover: capture and handover of indicative fees, funding arrangements, payer details and related information needed for downstream finance processes. 8. Integration, reporting and insight: interoperability with retained and future systems, data quality, reporting, conversion insight, performance management and enterprise-level visibility. 9. AI, innovation and advanced insight: capability to leverage AI, advanced analytics and emerging technologies through the solution itself or via partner ecosystems, enabling continuous innovation, improved decision-making and enhanced business outcomes.

Planning Information

Pre-market engagement will be in the form of a one hour presentation/webinar (with an opportunity for Q&A at the end) to interested parties giving an overview of our requirements which will start to form the basis of dialogue with interested parties. The online presentation/webinar will be held on MS Teams between 15.30 and 16.30 on the 13th October 2026. The link to join the presentation is below:- Join: https://teams.microsoft.com/meet/31061546987365?p=mpL4qd1XEqajmdhy1Z Should you be unable to attend this meeting, we will be able to provide a recorded version after upon request. To help us refine our requirements we will be inviting all interested parties to submit a brief, 2 page Capability and Feedback Summary (this is optional). Please structure your response around the following key areas based on the provided scope of requirements in the description and following our presentation: • Core Solution Alignment: A brief overview of your standard software capabilities and whether you can deliver our core compliance workflows out-of-the-box (SaaS) or via configuration • Delivery & Implementation Feasibility: A realistic estimation of your standard deployment, data migration, onboarding timelines and service wrap around including integrations/bespoke interfaces, testing and training • Market Feedback: Any constructive feedback on our draft scope, including identifying any requirements you view as overly restrictive, missing, or technically unviable. Anchor is particularly interested in suppliers that can explain what capability is available today, what would require configuration, what depends on partner products or integrations, what is on the supplier roadmap and where Anchor’s emerging assumptions could be simplified, challenged or improved. Please follow the link below to see our open opportunities (where you will be able to register your company on our e-procurement portal, download the brief and upload any supporting documentation -https://anchor.my.site.com/s/Welcome Please respond with your summary by lunchtime 16th October 2026 via Anchor's e-procurement portal where Anchor will use a targeted approach to allocate slots and will prioritise suppliers whose 2 page Capability and Feedback Summaries most closely meet the above areas. This exercise is strictly for market research and requirement-gathering purposes. Your response will not be scored, graded, or used to select or disqualify suppliers for the future formal tender. Choosing not to submit a 2 page summary will not disadvantage your organisation in any future formal procurement process. Anchor will then be hosting a MS Teams 1-2-1 session 19th October 2026 for some of the interested parties. This 1-2-1 session will include a short supplier presentation, interview questions (shared beforehand) and a demonstration of your system. This will be an opportunity for the market to have a two-way dialogue with the Anchor team to understand and help shape the requirements and strategy for the procurement and to also comment on the proposed procurement process. It will also allow Anchor to understand the capacity and capability of the market and the art of the possible. Any findings during these sessions which are relevant to the tender will be made clear and accessible to all participants during the submissions period. The procurement process is estimated to start early Jan 2027 with mobilisation starting June/July 2027.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0780b0
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/093939-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Not Specified
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
£3,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
5 Oct 2026Yesterday
Submission Deadline
Not specified
Future Notice Date
11 Jan 20274 months to go
Award Date
Not specified
Contract Period
2 Aug 2027 - 1 Aug 2030 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Anchor Hanover Group
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRADFORD
Postcode
BD1 2ST
Postcode Area
Bradford
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE4 West Yorkshire
Small Region (ITL 3)
TLE41 Bradford
Delivery Location
TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England)
Local Authority
Bradford
Electoral Ward
City
Westminster Constituency
Bradford West

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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