--- title: "Provision of Out of Hours call handling and social media monitoring Framework Services" ocid: "ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0.json" source: "Contracts Finder" current_stage: "Tender" buyer: "HYDE HOUSING ASSOCIATION LTD" published: "2023-04-14" --- # Provision of Out of Hours call handling and social media monitoring Framework Services Buyer: HYDE HOUSING ASSOCIATION LTD Current stage: Tender OCID: ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0.json) ## Summary The Hyde Housing Association Ltd has issued a tender for the Provision of Out of Hours call handling and social media monitoring Framework Services. The Framework Agreement aims to provide these services primarily for The Hyde Group with potential use by other public sector authorities. The tender is classified under the 'Call centre' and 'Repair and maintenance services' categories, with a contract value of GBP 50,000 - GBP 50,000,000. The procurement method is an open procedure, and the tender period ends on 15th May 2023, with a contract period from 2nd October 2023 to 1st October 2026. Businesses suited for this opportunity include those offering call handling and social media monitoring services. This tender by Hyde Housing Association Ltd offers business growth opportunities for SMEs in the services sector. The contract allows for multiple sources for Out of Hours call handling and social media monitoring services, catering to emergency repairs, anti-social behaviour management, and business continuity planning. The duration of the Framework Agreement is initially four years, but extensions may be possible through Call-off Agreements. Companies with experience in call centre services across various sectors can benefit from participating in this open procurement process. ## Notice It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to: - Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols, - Anti-social behaviour (ASB) management - managing calls and providing reports, - Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc, - Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains. The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document. The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period. This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services. Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations): A full list of potential contracting authorities can be found here under the most recent file: https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide The following public bodies may also use the Framework Agreement: http://www.wales.com/study/universities-wales http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415 http://www.gov.scot/Topics/Government/public-bodies/about/Bodies ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/627c5533-7ecd-4701-a835-ab67dffcd0dd | | Notice type | Tender Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 14 Apr 2023 | | Submission deadline | 15 May 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Oct 2023 - 1 Oct 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £50,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | HYDE HOUSING ASSOCIATION LTD | | Locality | LONDON | | Post town | South East London | | Postcode | SE1 9EQ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Southwark | | Electoral ward | Borough & Bankside | | Westminster constituency | Bermondsey and Old Southwark | | Delivery location | Not specified | ## CPV Codes ### Divisions - 50 - Repair and maintenance services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 50000000 - Repair and maintenance services - 79512000 - Call centre ## Release History - 14 Apr 2023 at 17:07 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/627c5533-7ecd-4701-a835-ab67dffcd0dd ## Documents - https://www.contractsfinder.service.gov.uk/Notice/627c5533-7ecd-4701-a835-ab67dffcd0dd 14th April 2023 - Opportunity notice on Contracts Finder - https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=67333&B=HYDE-HOUSING Additional data - https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/119413 User / Company ## Notice URLs - http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en - http://www.gov.scot/Topics/Government/public-bodies/about/Bodies - http://www.wales.com/study/universities-wales - https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415 - https://www.hyde-housing.co.uk - https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide ## 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-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7f18f594-add0-45c1-a9e9-a02963c275f0.json.