--- title: "Out of Hours Call Handling Services (2020)" ocid: "ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f.json" source: "Contracts Finder" current_stage: "Award" buyer: "LONDON & QUADRANT HOUSING TRUST" published: "2020-08-14" --- # Out of Hours Call Handling Services (2020) Buyer: LONDON & QUADRANT HOUSING TRUST Current stage: Award OCID: ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f.json) ## Summary The public procurement process is being led by London & Quadrant Housing Trust for the contract titled "Out of Hours Call Handling Services (2020)," within the customer services industry category. The contracting authority is based in London, England, and has initiated this procurement via the OJEU Open procedure. The tender period concluded on 29th June 2020, with the award for the contract being made on 28th July 2020. The contract, valued at £1,760,000, has a duration from 13th August 2020 to 12th August 2025, with potential extensions available. This tender represents a significant opportunity for businesses specialising in customer service and emergency call handling solutions, particularly for small and medium-sized enterprises (SMEs). The expected increase in call volume over the contract period — beginning with over 65,000 calls in 2020 and projected to rise to almost 80,000 by 2024 — suggests a growing demand for service providers in this sector. Companies that offer innovative communication solutions or have expertise in managing high volumes of customer interactions would be particularly well-suited to compete for similar contracts in the future. ## Notice L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service at 6 p.m. on Thursday 29 October 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf. The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024). TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services. Any successful bidder will be expected to contract with L and Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid). Please see the procurement documentation for applicable all information. Enquiries may be made through the correspondence facility of L and Q's eSourcing portal (In-Tend). ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4e40db14-386a-4db9-a2c5-c7af93a03459 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 14 Aug 2020 | | Submission deadline | 29 Jun 2020 | | Future notice date | Not specified | | Award date | 27 Jul 2020 | | Contract period | 12 Aug 2020 - 12 Aug 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1,760,000 | | Lots value | Not specified | | Awards value | £1,760,000 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LONDON & QUADRANT HOUSING TRUST | | Locality | LONDON | | Post town | East London | | Postcode | E15 4PH | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI41 Hackney and Newham | | Local authority | Newham | | Electoral ward | Stratford | | Westminster constituency | Stratford and Bow | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | ALLIED HEALTH-SERVICES LIMITED T/A FIRST CALL BUSINESS COMMUNICA | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342300 - Customer services - 79510000 - Telephone-answering services ## Release History - 14 Aug 2020 at 11:46 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4e40db14-386a-4db9-a2c5-c7af93a03459 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/4e40db14-386a-4db9-a2c5-c7af93a03459 14th August 2020 - Awarded contract notice on Contracts Finder ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-0089632f-83fc-40b2-b17a-382d0477e25f.json.