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Hedyn Out of Hours Call Handling Services Preliminary Market Engagement

Tai Hedyn Limited

This public procurement record has 1 release in its history.

Planning

27 Oct 2026 at 16:38

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Tai Hedyn Limited is preparing to procure an out-of-hours call-handling service. The provider will manage calls outside normal business hours. Hedyn is a Welsh housing association operating across Newport, Torfaen, Monmouthshire, Blaenau Gwent and Powys, and manages around 15,000 homes and other residential properties, including social rented, leasehold, shared ownership and supported housing, as well as communal residential buildings. The service is intended to support residents across Hedyn’s South-East Wales operating area. The procurement is for telephone-answering services, rather than housing management or property works. Hedyn is seeking market feedback on service delivery models, current practice, innovation and developments in the sector to shape the future service.

This is a planning-stage process: Hedyn has not yet invited tenders. It is undertaking preliminary market engagement through a supplier questionnaire to inform its service requirements, specification and procurement approach. Responses are expected by 17 November 2026 at 12 noon, and Hedyn says it will review them as they arrive. The buyer’s expected date for a further notice is 1 December 2026. The planned procurement is a single lot, with an estimated value of £625,000 excluding VAT (£750,000 including VAT). The anticipated contract period runs from 1 April 2027 to 1 April 2029, with an extension possible to 1 April 2031. The procurement method, procedure and tender evaluation basis have not yet been set out.

This engagement is relevant to providers of out-of-hours telephone answering and call-handling services, including businesses with experience serving housing associations or other organisations supporting residents. Hedyn is looking to understand how providers organise service delivery, what current market practice offers, and how innovation and emerging sector developments could improve efficiency and residents’ experience. Suppliers able to explain practical service models and identify improvements can contribute to the specification and procurement approach while they are being developed. The planned contract covers a substantial housing portfolio across several local authority areas, with a mix of tenures and supported and communal residential settings. Hedyn has identified the planned lot as suitable for small and medium-sized enterprises.

How relevant is this notice?

Notice Information

Notice Title

Hedyn Out of Hours Call Handling Services Preliminary Market Engagement

Notice Description

Tai Hedyn Limited, trading as Hedyn, was formed on the 1st April 2025 following the merger of Melin Homes Limited and Newport City Homes Housing Association Limited. Hedyn is now the second largest housing association in Wales, operating across South-East Wales within the local authority areas of Newport, Torfaen, Monmouthshire, Blaenau Gwent and Powys. Hedyn owns and manages approximately 15,000 properties of mixed tenure, including social rented homes, leasehold properties, shared ownership homes, supported housing and communal residential buildings. Hedyn is undertaking this pre-market engagement exercise to gather information that will help inform the future procurement of its Out-of-Hours Call Handling Service. Hedyn requires a service provider to manage and provide out of hours handling services outside of normal business hours. Through a Microsoft Forms questionnaire, Hedyn is seeking feedback on current market practices, service delivery models, innovation, and best practice to support the development of Hedyn's future requirements and specification. Hedyn are particularly interested in understanding opportunities to improve service efficiency and resident experience, as well as any emerging trends or developments within the sector. Suppliers are invited to complete the questionnaire using the link provided below. The questionnaire will close on the 17th November at 12pm. Responses will be reviewed as they are received and will be used to help inform Hedyn's future service requirements, specification, and procurement approach. Microsoft Forms Link: https://forms.cloud.microsoft/e/azJNCpGxb0 This exercise is for information-gathering purposes only. Any costs incurred in responding to this questionnaire will not be reimbursed by Hedyn. Information provided may be used to help inform the development of the service specification, procurement strategy, and future requirements.

Planning Information

Suppliers are invited to complete the questionnaire using the link provided below. The questionnaire will close on the 17th November at 12pm. Responses will be reviewed as they are received and will be used to help inform Hedyn's future service requirements, specification, and procurement approach. Microsoft Forms Link: https://forms.cloud.microsoft/e/azJNCpGxb0

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0791b7
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/101753-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
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

79510000 - Telephone-answering services

Notice Value(s)

Tender Value
£625,000 £500K-£1M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
27 Oct 20266 days ago
Submission Deadline
Not specified
Future Notice Date
1 Dec 20264 weeks to go
Award Date
Not specified
Contract Period
1 Apr 2027 - 1 Apr 2029 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Tai Hedyn 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
NEWPORT
Postcode
NP20 2DW
Postcode Area
Newport
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL54 Monmouthshire and Newport
Delivery Location
TLL21 Monmouthshire and Newport
Local Authority
Newport
Electoral Ward
Pillgwenlly
Westminster Constituency
Newport East

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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