--- title: "Provision of call answering and enquiry management service for Housing Ombudsman" ocid: "ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc.json" source: "Contracts Finder" current_stage: "Planning" buyer: "HOUSING OMBUDSMAN SERVICE" published: "2017-01-03" --- # Provision of call answering and enquiry management service for Housing Ombudsman Buyer: HOUSING OMBUDSMAN SERVICE Current stage: Planning OCID: ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc.json) ## Summary The Housing Ombudsman Service is initiating a procurement process for the provision of a call answering and enquiry management service. This service, aimed at managing social housing-related enquiries, has a contract value set at £160,000, with a minimum value of £100,000. The contract will run from 27 February 2017 to 29 March 2019. This tender is currently at the planning stage, and interested suppliers can locate supporting documentation on Contracts Finder. The service is classified under the CPV code 79512000 for call centres and will require bidders to have an existing call management service. This tender presents a significant opportunity for businesses in the call centre industry, particularly those with experience in customer service and managing sensitive communications. Companies that are well-suited to compete include small and medium-sized enterprises (SMEs) capable of providing a front-end service that demonstrates sensitivity and impartiality, especially when dealing with vulnerable customers. The successful supplier will serve as a critical contact point for the Housing Ombudsman, thus the ability to provide high-quality service and effective email management will be essential for prospective bidders. ## Notice the Housing Ombudsman is keen to seek EOIs from interested suppliers in providing a front end call answering service to the Public for social housing related enquires. The service will also include the provision of some back office functions. The successful supplier can be located anywhere in the UK but will be providing the service to the Public as the front face of the Housing Ombudsman. The successful supplier will need to have an existing call management service and should be capable of managing email communication. The service provides key contact points for some vulnerable customers and the supplier needs to be capable of delivering an impartial but sensitive service. The Housing Ombudsman is an independent statutory body but funded by social landlord registration fees and therefore will be seeking value for money through this engagement. Additional information: The attachments provided will form part of the future ITT pack. Clarifications on these will NOT be taken at this point. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e0eabae6-7bb7-4ced-81bd-3131e593fffc | | Notice type | Planned Procurement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 3 Jan 2017 | | Submission deadline | Not specified | | Future notice date | 3 Jan 2017 | | Award date | Not specified | | Contract period | 27 Feb 2017 - 29 Mar 2019 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £160,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | HOUSING OMBUDSMAN SERVICE | | Locality | LONDON | | Post town | East London | | Postcode | E14 9GE | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI42 Tower Hamlets | | Local authority | Tower Hamlets | | Electoral ward | Blackwall & Cubitt Town | | Westminster constituency | Poplar and Limehouse | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 3 Jan 2017 at 15:01 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/e0eabae6-7bb7-4ced-81bd-3131e593fffc - 3 Jan 2017 at 14:42 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/e0eabae6-7bb7-4ced-81bd-3131e593fffc ## Documents - https://www.contractsfinder.service.gov.uk/Notice/e0eabae6-7bb7-4ced-81bd-3131e593fffc 3rd January 2017 - Future opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/61735db0-cba1-48ba-9c3a-428abf5c84d5 Supplier Briefing 1 - Telephone Guidance - https://www.contractsfinder.service.gov.uk/Notice/Attachment/a7dcce78-8fad-4917-8345-502f2aed5739 Supplier Briefing 3 - Web guidance - https://www.contractsfinder.service.gov.uk/Notice/Attachment/9d373cc7-fc68-4559-ace9-2cce894aaa23 Supplier Briefing 4 - Email Process Flow - https://www.contractsfinder.service.gov.uk/Notice/Attachment/7749409c-b529-4058-bbbf-7aa6b791fc37 Supplier Briefing 5 - Web Process Flow - https://www.contractsfinder.service.gov.uk/Notice/Attachment/cd29753c-fa07-4316-a3a1-f68729e3019d Supplier Briefing 7 - Volumetrics - https://www.contractsfinder.service.gov.uk/Notice/Attachment/e3bb9073-de4b-491b-999b-13f4a8ae13dd Supplier Briefing 6 - Call redirection Guidance - https://www.contractsfinder.service.gov.uk/Notice/Attachment/0093d477-4ec2-465c-9649-df738379674f service overview document - https://www.contractsfinder.service.gov.uk/Notice/Attachment/8b8333cd-7962-4272-aa62-1dd4f5735891 Supplier Briefing 2 - Email Guidance ## Notice URLs - http://www.housing-ombudsman.org.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-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7e7ad05c-883e-4dec-b218-146420ad6edc.json.