---
title: "Out of Hours Call Handling Services"
ocid: "ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON & QUADRANT HOUSING TRUST"
published: "2019-08-20"
---

# Out of Hours Call Handling Services

Buyer: LONDON & QUADRANT HOUSING TRUST  
Current stage: Award  
OCID: ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181

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## Summary

The London & Quadrant Housing Trust (L&Q) is currently in the award stage of a tender process for "Out of Hours Call Handling Services". This procurement falls under the category of customer services within the UK’s affordable housing industry, specifically aimed at managing over 90,000 homes mainly located in London and the south-east. The contract, worth £498,978, will span from 18 October 2019 to 17 October 2024. The procurement method used is an open procedure, with key details highlighted in the procurement documentation provided, and suppliers are encouraged to refer to it for more information regarding service delivery expectations.

This tender presents a prime opportunity for businesses specialising in call handling and customer service operations, particularly those with experience in high-standard telecommunication and emergency response services. Small and medium-sized enterprises (SMEs) are well-suited to compete given the nature of the services required. Suppliers who understand the complexities of handling customer interactions effectively, especially during out-of-hours scenarios, will find this contract advantageous, paving the way for growth within the public sector and enhancing community support services.

## Notice

L&Q is one of the largest providers of affordable housing in the UK, managing over 90,000 homes in London and the south east of England. Although L&Q work with over 100 local authorities, almost 80% of our homes are located in London boroughs. L&Q have the largest development programme of any Registered Provider operating in the London area. Further information about L&Q Group can be found at www.lqgroup.org.uk L&Q is seeking a Supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The Supplier will delivering the required services to customers in the UK comparative to the size and complexity of L&Q. Managing telephone calls from L&Q's customers (or persons acting on their behalf) outside of L&Q's normal operating hours. The Supplier shall provide an 'Out of Hours' (OOH) telephone call handling service (Services) for residents of London & Quadrant Housing Trust (L&Q) and other organisations who L&Q take Inbound Calls from on behalf of such as L&Q Energy, L&Q Living and Triathlon Homes who require L&Q offered services such emergency repairs or urgent assistance for situations that have arisen. The Services shall include other methods of contact such as webchat (this is not-exhaustive) as proposed by any successful Bidder. In providing the Services the Supplier shall be required to make Outbound Calls also and may also be required to provide an Inbound Calls overflow facility during L&Q's normal operating hours. 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&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 all information. Enquiries may be made through the correspondence facility of L&Q's eSourcing portal In-Tend.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/978a03e2-d83b-4825-9ff3-12d1abb52d7d |
| 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 | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Aug 2019 |
| Submission deadline | 21 Jun 2019 |
| Future notice date | Not specified |
| Award date | 19 Aug 2019 |
| Contract period | 17 Oct 2019 - 17 Oct 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £498,978 |
| Lots value | Not specified |
| Awards value | £498,978 |
| 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 | NATIONWIDE PROPERTY ASSISTANCE |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services
- 79510000 - Telephone-answering services

## Release History

- 20 Aug 2019 at 09:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/978a03e2-d83b-4825-9ff3-12d1abb52d7d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/978a03e2-d83b-4825-9ff3-12d1abb52d7d
  20th August 2019 - 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-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-725b7929-6ed7-4a56-8484-b831906ae181.json.