---
title: "Provision of PALS & Complaints Contact Centre Service"
ocid: "ocds-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ATTAIN HEALTH MANAGEMENT SERVICES LTD"
published: "2026-06-08"
---

# Provision of PALS & Complaints Contact Centre Service

Buyer: ATTAIN HEALTH MANAGEMENT SERVICES LTD  
Current stage: Award  
OCID: ocds-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23

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## Summary

The procurement process for the "Provision of PALS & Complaints Contact Centre Service" was conducted by the NHS Essex Integrated Care Board and resulted in an award to the East of England Ambulance NHS Trust - Commercial Services. This procurement falls under the industry category of telephone-answering and call centre services, designated by CPV codes 79510000, 79511000, and 79512000. The contract is set to start on 1st April 2026 and will end on 30th September 2029, with activities taking place in the East of England, United Kingdom. The total value of the award is £11,406,624. The procurement was carried out through a direct award method under the framework agreements stipulated by the Public Contract Regulations 2015, specifically aimed at sub-central contracting authorities, NHS Trusts, and NHS Foundation Trusts.

This contract represents a significant opportunity for businesses specialising in telephone-answering and call centre services, particularly those with the capability to manage PALS and complaints services within the NHS framework. While the direct award process indicates a need for specialised services, Small and Medium Enterprises (SMEs) may still find opportunities in subcontracting or supporting roles, given the scale and nature of the services involved. Companies operating within the East of England region could particularly benefit by leveraging local operational capabilities to ensure timely and effective service delivery aligned with the needs of the NHS Essex Integrated Care Board. The contract not only offers potential financial growth but also the chance for businesses to strengthen their reputation and expertise in public sector health service delivery.

## Notice

The Contracting Authority (NHS Essex Integrated Care Board) has awarded a compliant Call-Off Contract to East of England Ambulance NHS Trust - Commercial Services [CallEEAST] for provision of a PALS & Complaints Contact Centre Service Essex Integrated Care Board (Essex ICB) that will provide PALS and Complaints call handling/contact centre services to facilitate timely effective response and resolution of patient issues. The contract commences 01st April 2026 and expires 30th September 2026. The estimated value of the new contract (PS114.066.24) and the cumulative spend to date (PS39,152). This Contract Award Notice is being published in accordance with the requirements for sub-central contracting authorities, NHS Trusts and NHS Foundation Trusts where the contract value is at least PS30,000 inclusive of VAT in accordance with the Public Contract Regulations 2015, which govern the Framework Agreement his Call-Off Contract is associated with.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/666f35fd-0e71-444d-ab8a-abae7429da2e |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - Direct Award |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Jun 2026 |
| Submission deadline | 25 Mar 2025 |
| Future notice date | Not specified |
| Award date | 31 Mar 2026 |
| Contract period | 31 Mar 2026 - 30 Sep 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £39,152 |
| Lots value | Not specified |
| Awards value | £11,406,624 |
| 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 | ATTAIN HEALTH MANAGEMENT SERVICES LTD |
| Locality | CHELMSFORD |
| Post town | Chelmsford |
| Postcode | CM1 1QH |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH3 Essex |
| ITL 3 | TLH36 Heart of Essex |
| Local authority | Chelmsford |
| Electoral ward | Moulsham and Central |
| Westminster constituency | Chelmsford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | EAST OF ENGLAND AMBULANCE NHS TRUST - COMMERCIAL SERVICES [CALLE |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 8 Jun 2026 at 14:52 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/666f35fd-0e71-444d-ab8a-abae7429da2e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/666f35fd-0e71-444d-ab8a-abae7429da2e
  8th June 2026 - 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-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5e7909ee-6916-44d3-ab67-cbe3a4648a23.json.