---
title: "Passenger Assist Contact Handling"
ocid: "ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "TRANSPORT FOR LONDON"
published: "2026-08-10"
---

# Passenger Assist Contact Handling

Buyer: TRANSPORT FOR LONDON  
Current stage: Award  
OCID: ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae

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## Summary

Transport for London procured passenger assistance contact handling services in London. The requirement is classified as telephone-answering services and sits within the wider services category. It concerns handling contacts connected with passenger assistance, supporting people who need assistance when using TfL transport services. The buyer is Transport for London. The selected supplier, Journeycall Limited, is based in Dundee, Scotland, while delivery is in London. The opportunity is relevant to businesses providing telephone contact centres, passenger assistance helplines or related customer contact services, particularly those able to support public transport users and manage assistance-related enquiries. It is also relevant to smaller businesses, as the procurement was identified as suitable for small and medium-sized enterprises.

The procurement is complete and was awarded on 19 June 2026 to Journeycall Limited for £100,000 including the stated GBP currency. The contract runs from 21 July 2026 to 20 January 2031. It was conducted as a selective call-off competition from TfL95743 Framework, Lot B, for contact handling services, rather than as an open standalone tender. The tender submission deadline was 27 May 2026 at 12:00. The award covers the full passenger assistance contact handling requirement, with one supplier named. Journeycall Limited holds the active award. The procurement used a framework call-off route, so suppliers needed access to the relevant framework lot and to take part in its call-off competition.

This award is evidence of established demand from Transport for London for passenger assistance contact handling delivered through a specialist contact-handling framework. Businesses assessing future opportunities with this buyer should be able to provide telephone-answering and contact-centre services focused on passenger assistance, with processes suited to transport users and a public-sector operating environment. The procurement also shows that TfL uses a selective framework call-off route for this type of requirement, making framework access and the ability to compete through the relevant contact-handling lot commercially important. Smaller businesses are identified as suitable participants, so an SME with credible passenger contact-handling capability may be well placed to pursue comparable TfL requirements when they return to market.

## Notice

This is an awarded Call-Off contract to Journeycall Limited following a Call-Off competition through TfL95743 Framework Lot B - Contact Handling Services for TfL's Passenger Assistance Contact Handling Services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8884788c-2651-49a8-9d61-bca38de2c5da |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Aug 2026 |
| Submission deadline | 27 May 2026 |
| Future notice date | Not specified |
| Award date | 19 Jun 2026 |
| Contract period | 21 Jul 2026 - 20 Jan 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £100,000 |
| Lots value | Not specified |
| Awards value | £100,000 |
| 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 | TRANSPORT FOR LONDON |
| Locality | LONDON |
| Postcode area | East London |
| Postcode | E20 1JN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford Olympic Park |
| Westminster constituency | Stratford and Bow |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Journeycall Limited |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 10 Aug 2026 at 14:09 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/8884788c-2651-49a8-9d61-bca38de2c5da

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/8884788c-2651-49a8-9d61-bca38de2c5da
  10th August 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-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7dc892a6-2125-4296-8a07-b59d93e2f5ae.json.