--- title: "Housing Repairs Call Centre - Market Engagement" ocid: "ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa.json" source: "Contracts Finder" current_stage: "Planning" buyer: "LONDON BOROUGH OF LAMBETH" published: "2023-05-03" --- # Housing Repairs Call Centre - Market Engagement Buyer: LONDON BOROUGH OF LAMBETH Current stage: Planning OCID: ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa.json) ## Summary The London Borough of Lambeth is conducting a market engagement for the Housing Repairs Call Centre. The project aims to reshape the method of delivering Housing Repairs Call Centre Services through outsourcing resources and insourcing technology. Market feedback is sought to define the Council's requirements before the engagement end date of 16th May 2023. The project falls under the industry categories of Data services, Computer-related services, Computer network services, Administration services, Provision of services to the community, and Office-support services. This market engagement opportunity presents a chance for small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprise (VCSE) organizations to participate. Businesses able to provide Call Centre software, hardware, and call centre staff, as well as those experienced in omnichannel communications, repairs and emergency call handling services, diagnostics, and service delivery operations would be well-suited to compete. The London Borough of Lambeth is focused on achieving high levels of service delivery and requires suppliers to align with their standards and digital enablement strategies. ## Notice Lambeth are driving forward a project to change the way we deliver our Housing Repairs Call Centre Services. The Council is carrying out market engagement to assist in understanding the market's approach to the provision of Housing Repairs Call Centre Services to help the Council define its requirements. The authorities proposed model will be outsourced resources and insource technology. Therefore the supplier will provide call centre staff and Lambeth will provide all technology to enable management of contact We are keen to gain market insight around our draft high-level requirements detailed below: 1. Delivery of a solution where Call Centre software is to be provided by the authority (Telephony, Chat Bots, Portal, CRM, AI, Web Chat, diagnostics) with Hardware to be provided by the Supplier. 2. Contact Centre to effectively handle inbound and outbound omnichannel communications to provide a quality experience for Lambeth Housing customers. To include the effective sharing and/ or capture of relevant information and the correct routing of calls to service areas when appropriate 3. Provision of Repairs and Emergency Call Handling Service covering the Standard Working Hours for contact centre of 8am to 8pm and 8am to 1pm Saturday 4. Delivery of a solution that has ability to support co-location functions (virtually or physically) between different services/teams at a minimum to include schedulers and the call centre) 5. Delivery a solution meets the specific needs of Lambeth's diverse customer base 6. Ability for the Supplier to manage peaks and troughs in demand 7. Provision of agents that are trained in diagnostics of repairs 8. Process and operational procedures to be defined by Lambeth and implemented by the supplier. Including achievement of defined Key Performance Indicators and Service Level Agreements. 9. Supplier will be required to liaise with Out of Hours repairs provider. 10. Liaison and alignment with works contractors 11. Supporting Lambeth attain its required standard of service delivery (including supporting digital enablement) The Council is keen to gain market feedback from Housing Repairs Call Centre operators on the Council's high-level requirements. These high level requirement have been outlined in the attached Market Engagement Requirements. Suppliers are asked to make their response by 16 May 2023 T 12 noon. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ae7165fe-fdcb-4a89-a820-7d3511bbaad0 | | Notice type | Market Engagement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 3 May 2023 | | Submission deadline | Not specified | | Future notice date | 16 May 2023 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LONDON BOROUGH OF LAMBETH | | Locality | LONDON | | Post town | South West London | | Postcode | SW2 1NR | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI45 Lambeth | | Local authority | Lambeth | | Electoral ward | Brixton Rush Common | | Westminster constituency | Clapham and Brixton Hill | | Delivery location | Not specified | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support - 75 - Administration, defence and social security services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 72300000 - Data services - 72500000 - Computer-related services - 72700000 - Computer network services - 75100000 - Administration services - 75200000 - Provision of services to the community - 79500000 - Office-support services ## Release History - 3 May 2023 at 10:22 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/ae7165fe-fdcb-4a89-a820-7d3511bbaad0 - 2 May 2023 at 14:53 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/ae7165fe-fdcb-4a89-a820-7d3511bbaad0 - 2 May 2023 at 12:56 - Planning - Market Engagement Notice - https://www.contractsfinder.service.gov.uk/Notice/ae7165fe-fdcb-4a89-a820-7d3511bbaad0 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/ae7165fe-fdcb-4a89-a820-7d3511bbaad0 3rd May 2023 - Early engagement notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/dd3c0c36-ef53-48cd-ac73-da5215e0488b - https://www.contractsfinder.service.gov.uk/Notice/Attachment/491f91e2-7e3f-4321-9043-9ec003ce74df ## 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-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-70f1a6e8-9432-452f-9535-7765087e1ffa.json.