---
title: "Housing 21 - Call Monitoring"
ocid: "ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HOUSING 21"
published: "2026-06-09"
---

# Housing 21 - Call Monitoring

Buyer: HOUSING 21  
Current stage: Award  
OCID: ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd.json)

## Summary

Housing 21, situated in Birmingham, has recently completed the procurement process for its 'Call Monitoring' service under a Restricted Tender procedure. This process falls within the services category, specifically focusing on call centre services, with the procurement phase now in the award stage. The total value of the contract amounts to £14,000,000. The awarded contractor is Appello Careline Limited, and the service will be delivered in the South East of the United Kingdom. The contract is set to commence on 1st November 2025 and will span ten years, concluding on 31st October 2035, with potential extensions available.

This tender presents an opportunity for firms specialising in call centre and communication services, particularly those small and medium enterprises capable of handling both regular and potentially out-of-hours responsive services. The extensive contract period offers a stable, long-term growth option and a chance to build a significant relationship with a prominent buyer like Housing 21. Organisations with infrastructure located or able to operate in the South East region would be well-positioned to compete in similar procurement opportunities in the future.

## Notice

Housing 21 awarded a contractor to provide a Call Monitoring service via a Restricted Tender process. In addition Housing 21 may also want to include an out of hours responsive repairs handling service to be included. This contract is for a period of 5 years with an option 2 years + 2 years + 1 year.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4b18368c-f72f-4fec-8a2c-2dcd9c6bf1bb |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 9 Jun 2026 |
| Submission deadline | 31 Oct 2025 |
| Future notice date | Not specified |
| Award date | 31 Oct 2025 |
| Contract period | 1 Nov 2025 - 31 Oct 2035 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £14,000,000 |
| Lots value | Not specified |
| Awards value | £14,000,000 |
| 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 | HOUSING 21 |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B16 8TP |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | APPELLO CARELINE |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 9 Jun 2026 at 14:50 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4b18368c-f72f-4fec-8a2c-2dcd9c6bf1bb

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4b18368c-f72f-4fec-8a2c-2dcd9c6bf1bb
  9th June 2026 - Awarded contract notice on Contracts Finder
- https://www.delta-esourcing.com/delta/respondToList.html?noticeId=1021875714
  Please follow this link to view the notice.

## 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-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-692b00e3-c191-4fcb-a256-6f7855fd92bd.json.