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Provision of Out of Hours Call Handling Services, 2026 - 2029

Cairn Housing Association

This public procurement record has 1 release in its history.

Tender

06 Aug 2026 at 01:00

PCS Notice - Website Contract Notice
Summary of the contracting process

Cairn Housing Association is procuring an out-of-hours call handling service for its tenants. The provider will receive and manage approximately 10,000 calls each year, carry out immediate triage, arrange emergency dispatch where required, record incoming and outgoing calls, and maintain detailed call logs. The primary purpose is to protect tenant safety and ensure compliance with the Scottish Social Housing Charter. This is a public-service call centre and emergency-response support requirement, classified under CPV 79512000. Delivery must cover tenants across mainland Scotland and the Isle of Lewis. The service is being bought by Cairn Housing Association, a housing association based in Edinburgh, for its housing operations.

The procurement has reached tender: Cairn Housing Association invited offers through an open procedure, with electronic submission. The tender deadline set by the buyer was 28 August 2026 at 12:00 UTC, with bid opening at 12:30 UTC and evaluation scheduled to start at 12:30 UTC. It comprises one lot, with a contract duration of 1,080 days and an option to extend into a fourth and fifth year, described as a 3+1+1 arrangement. Bids must remain valid for 90 days, and variants are not permitted. The evaluation includes suitability requirements set out in the Invitation to Tender, and bidders must provide staff names and professional qualifications. Submissions must be in English.

This opportunity suits established out-of-hours contact-centre and emergency call-handling providers with sufficient operational resources to manage around 10,000 calls a year. Relevant capability includes continuous receipt and management of tenant calls, rapid triage of urgent situations, arranging emergency repairs or other emergency dispatch where appropriate, and maintaining accurate records of every incoming and outgoing call. Suppliers should be able to operate across mainland Scotland and the Isle of Lewis, coordinate reliably with emergency responders and housing teams, and demonstrate how their service will protect tenant safety. The requirement also suits providers experienced in delivering housing-related services under the Scottish Social Housing Charter, with suitably qualified staff whose names and professional qualifications can be provided.

How relevant is this notice?

Notice Information

Notice Title

Provision of Out of Hours Call Handling Services, 2026 - 2029

Notice Description

An an out of hours call handling service, with sufficient resources to receive and manage approximately 10,000 calls per annum. The service's main priority will be to maintain tenant safety by providing immediate triage, ensuring emergency dispatch where applicable, recording all incoming and outgoing calls, maintaining detailed call logs, and ensuring the service is fully complaint with the Scottish Social Housing Charter.

Lot Information

Lot 1

As per appended Invitation to Tender

Renewal: Option to extend contract into fourth and fifth years (3+1+1 years)

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000839467
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG561759
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
PCS Notice - Website Contract Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
6 Aug 20263 weeks ago
Submission Deadline
28 Aug 2026Today
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
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
Cairn Housing Association
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH7 4GH
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM Scotland
Local Authority
City of Edinburgh
Electoral Ward
Leith Walk
Westminster Constituency
Edinburgh North and Leith

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG561759
    Provision of Out of Hours Call Handling Services, 2026 - 2029 - An an out of hours call handling service, with sufficient resources to receive and manage approximately 10,000 calls per annum. The service's main priority will be to maintain tenant safety by providing immediate triage, ensuring emergency dispatch where applicable, recording all incoming and outgoing calls, maintaining detailed call logs, and ensuring the service is fully complaint with the Scottish Social Housing Charter.

Open Contracting Data Standard (OCDS)

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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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