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Provision of Out of Hours Call Handling Services, 2026 - 2029 (Re-Issue)

Cairn Housing Association

This public procurement record has 1 release in its history.

Tender

27 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 and properties across Scotland, covering 27 local authority areas. The service must receive and manage approximately 10,000 calls each year, protect tenant safety through immediate triage, arrange emergency dispatch where needed, record incoming and outgoing calls, and maintain detailed call logs. It must comply fully with the Scottish Social Housing Charter. This is a housing-related emergency communications and contact-centre service rather than a supply or construction contract. The requirement is presented as one lot and is intended for an organisation able to provide continuous out-of-hours coverage across Scotland. The relevant service classification is CPV 79512000, covering call centre services.

The buyer has invited offers through a tender using an open procedure. Bids must be submitted electronically in English by 18 September 2026 at 12:00 UTC. Bids are scheduled to be opened at 12:30 UTC on the same day, with evaluation beginning from that time. The contract period is 1,080 days, with an option, subject to agreement by both parties, to extend into a fourth and fifth year. The requirement is covered by the Government Procurement Agreement. It is one lot, variants are not allowed, and bids must remain valid for 90 days after the submission deadline. Electronic payment and ordering will be used, and electronic invoicing is allowed. Staff names and professional qualifications must be provided.

This opportunity suits established contact-centre, call-handling, telecare or housing emergency-response providers with the people, systems and procedures to deliver dependable out-of-hours coverage across a geographically dispersed property portfolio. Suppliers should be able to handle substantial annual call volumes, identify and triage urgent situations quickly, and arrange emergency attendance when required. Strong call recording, case management, audit trails and detailed reporting capabilities are central to the requirement. Experience of supporting tenants, residents or vulnerable service users would be relevant, particularly where safety incidents must be managed consistently and escalated without delay. Bidders need the capacity to provide suitably qualified staff, identify those staff in their submission, operate in English and demonstrate compliance with the Scottish Social Housing Charter.

How relevant is this notice?

Notice Information

Notice Title

Provision of Out of Hours Call Handling Services, 2026 - 2029 (Re-Issue)

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 year upon agreement of both parties.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000841320
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563211
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
27 Aug 20262 weeks ago
Submission Deadline
18 Sep 20261 day to go
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=AUG563211
    Provision of Out of Hours Call Handling Services, 2026 - 2029 (Re-Issue) - 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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