Tender

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

Provision of out of hours customer call centre services.

Connexus Homes Limited

This public procurement record has 1 release in its history.

Tender

12 Oct 2026 at 16:16

UK4 - Tender Notice
Summary of the contracting process

Connexus Homes Limited is seeking an out-of-hours emergency repairs call-handling service for its social housing customers. The supplier will handle contacts outside normal working hours, including evenings, weekends, bank holidays and other closure periods. It must assess the nature and urgency of calls, give customers clear advice, record information accurately and, where required, escalate cases or dispatch emergency repairs to Connexus’s nominated contractors or internal teams. The service is intended to ensure customers can obtain timely support when Connexus’s usual service is closed. The work is customer contact and call-centre services, including telephone answering and office support. Delivery is in Herefordshire and Shropshire.

Connexus invited offers through a competitive flexible procedure. The process has two stages: an initial supplier questionnaire and written tender, followed by a further written tender, pricing submission and clarification meeting for the four highest-scoring bidders. The deadline for questions was 30 October 2026 at 17:00, and the bid deadline was 6 November 2026 at 12:00. The estimated contract value is £212,000 including VAT. The initial contract period is 1 April 2027 to 31 March 2029, with an option to extend for a further two years, subject to satisfactory annual performance reviews; the maximum possible end date is 31 March 2031. There is one lot. Stage 2 evaluation weights quality at 70% and price at 30%. Economic and technical selection requirements are set out in the tender documents.

This opportunity is suited to customer-service and contact-centre providers able to deliver reliable out-of-hours cover for a social housing organisation. Connexus specifically seeks proven experience providing out-of-hours services in the UK social housing sector, and the single lot is identified as suitable for small and medium-sized businesses. Suppliers need staff and processes capable of handling emergency repair calls professionally and sensitively, following Connexus’s protocols, judging urgency accurately and giving clear advice. The service also requires accurate call records and the operational ability to escalate incidents or dispatch repairs to nominated contractors or Connexus teams when necessary. Providers should be prepared to demonstrate both economic and technical suitability, then submit quality and pricing information if selected for the second stage.

How relevant is this notice?

Notice Information

Notice Title

Provision of out of hours customer call centre services.

Notice Description

Connexus is undertaking this tender exercise to secure a high quality, reliable and customer focused out of hours emergency repairs call handling service for its customers. The service is required to ensure that customers can access timely support outside of Connexus' normal working hours, including evenings, weekends, bank holidays and other closure periods. Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector, capable of managing calls professionally, sensitively and in line with agreed Connexus protocols. The appointed supplier will be expected to accurately assess the nature and urgency of each contact, provide clear advice to customers, record information appropriately, and where required, escalate or dispatch emergency repairs to Connexus' nominated contractors or internal teams. For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Craven-Arms:-Customer-services./2NG98Y3SAY To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/2NG98Y3SAY

Lot Information

Lot 1

Renewal: The contract will run for an initial period of two years with the option to extend for a further two years based on satisfactory annual performance reviews.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0785ef
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/096246-2026
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
Competitive flexible 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

79500000 - Office-support services

79510000 - Telephone-answering services

79512000 - Call centre

Notice Value(s)

Tender Value
£212,000 £100K-£500K
Lots Value
£212,000 £100K-£500K
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
12 Oct 2026Today
Submission Deadline
6 Nov 20264 weeks to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Apr 2027 - 31 Mar 2029 2-3 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Connexus Homes 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
CRAVEN ARMS
Postcode
SY7 9BW
Postcode Area
Shrewsbury
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG2 Shropshire and Staffordshire
Small Region (ITL 3)
TLG22 Shropshire
Delivery Location
TLG11 Herefordshire, County of, TLG22 Shropshire
Local Authority
Shropshire
Electoral Ward
Craven Arms
Westminster Constituency
South Shropshire

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...