--- title: "PAN3048 - Emergency Repairs Call Handling Service" ocid: "ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80.json" source: "Contracts Finder" current_stage: "Award" buyer: "LEICESTER CITY COUNCIL" published: "2024-10-08" --- # PAN3048 - Emergency Repairs Call Handling Service Buyer: LEICESTER CITY COUNCIL Current stage: Award OCID: ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80.json) ## Summary Leicester City Council, the largest landlord in Leicester, has awarded a contract titled "PAN3048 - Emergency Repairs Call Handling Service" under the real estate services category. The process, completed via an open procedure, spanned the tender and award stages, culminating in an award on 19th August 2024. The awarded contract will commence on 1st December 2024 and end on 30th November 2027, with a potential extension of up to two additional years. The contract, valued at £301,596, involves managing emergency repair calls for the council’s housing division, involving the identification, logging, and coordination of emergency repairs for over 19,500 properties in Leicester, England. This tender presents significant business growth opportunities by offering a stable, long-term contract with a reputable contracting authority. Businesses adept at call handling services, especially those experienced in emergency response and coordination, stand to benefit the most. Although not specifically aimed at SMEs or VCSEs, companies in the real estate services sector with robust operational procedures and the ability to manage high call volumes effectively would be well-suited to compete and succeed in fulfilling the service requirements outlined by Leicester City Council. ## Notice The Housing Division within Leicester City Council manages just over 19,500 properties and we are the largest landlord in the City. These properties are a mix of houses, bedsits, bungalows, flats, maisonettes and sheltered accommodation. Each year, we complete approximately 130,000 responsive repairs during normal working hours, and those repairs are carried out by around 300 craft operatives. Outside of normal working hours, we provide an emergency repairs service to our tenants, who can report emergency repairs via a published emergency repairs telephone line. Most of these repairs are carried out by our own staff, a small number of whom participate on an emergency repairs rota, but we also use a small number of contractors for more specialist repairs. The services required are the handling of all of the Authority's Housing Divisions emergency repairs calls received on the tenant's emergency repairs telephone number. The Service Provider will be required to identify genuine emergency calls, log an emergency repair job on the Authority's IT system, and issue the job to an Emergency Repair Operative using the Authority's work scheduling system, following the required operational procedures. Average annual call volumes are 18,000 calls received with 9,600 calls requiring an emergency repairs job to be raised and issued to an operative. The proposed Contract will be for three years with an option to extend for a period or periods totalling no more than a further two years. We anticipate awarding to a single Service Provider. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5cd5893f-af57-4d1c-a1a0-bdd3ee3c6ec2 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 8 Oct 2024 | | Submission deadline | 11 Jul 2024 | | Future notice date | Not specified | | Award date | 18 Aug 2024 | | Contract period | 1 Dec 2024 - 30 Nov 2027 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £301,596 | | Lots value | Not specified | | Awards value | £301,596 | | 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 | LEICESTER CITY COUNCIL | | Locality | LEICESTER | | Post town | Leicester | | Postcode | LE1 1FZ | | Country | England | | ITL 1 | TLF East Midlands (England) | | ITL 2 | TLF2 Leicestershire, Rutland and Northamptonshire | | ITL 3 | TLF21 Leicester | | Local authority | Leicester | | Electoral ward | Castle | | Westminster constituency | Leicester South | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | PINNACLE HOUSING | ## CPV Codes ### Divisions - 70 - Real estate services ### Codes - 70000000 - Real estate services ## Release History - 8 Oct 2024 at 08:47 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/5cd5893f-af57-4d1c-a1a0-bdd3ee3c6ec2 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/5cd5893f-af57-4d1c-a1a0-bdd3ee3c6ec2 8th October 2024 - Awarded contract notice on Contracts Finder - https://procontract.due-north.com/Advert?advertId=054d2252-2427-ef11-812c-005056b64545 Advert ## Notice URLs - http://www.leicester.gov.uk ## 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-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7cfd8238-905b-4dfa-88cf-a9dc224fdd80.json.