--- title: "Contact Centre Management System" ocid: "ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb.json" source: "Contracts Finder" current_stage: "Award" buyer: "LEEDS FEDERATED HOUSING ASSOCIATION LTD" published: "2026-01-05" --- # Contact Centre Management System Buyer: LEEDS FEDERATED HOUSING ASSOCIATION LTD Current stage: Award OCID: ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb.json) ## Summary The procurement process under consideration involves the Leeds Federated Housing Association Ltd as the buying organisation, which has successfully concluded the tender stage to procure a Contact Centre Management System. This procurement is categorised under Telecommunications services and is expected to be implemented in Yorkshire and the Humber, United Kingdom. An award has already been made, with IP Exchange Limited as the supplier, following an open procedure. The contract, valued at £350,000, will start on 1st October 2025 and continue until 30th September 2032. The process focuses on providing a comprehensive communications platform for the Leeds Federated's Customer Service, Income, and Neighbourhood teams, supporting up to 50 concurrent users for both inbound and outbound communication. This project presents notable opportunities for businesses specialising in telecommunications and customer management solutions. Companies with robust experience in developing and maintaining VOIP and mobile communication platforms would find this contract significantly beneficial for business growth. Additionally, the inclusion of statistical insights and operability through both desktop and mobile solutions suggests a need for innovative approaches to user-friendly system design, making this suitable for Small and Medium-sized Enterprises (SMEs) that are poised to deliver agile and customer-centric technological solutions. ## Notice Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution.Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour.Further details are contained within the tender documents. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c3b09f40-b5b2-4505-9758-7baad889e68e | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 5 Jan 2026 | | Submission deadline | 22 Apr 2025 | | Future notice date | Not specified | | Award date | 30 Sep 2025 | | Contract period | 30 Sep 2025 - 30 Sep 2032 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £350,000 | | Lots value | Not specified | | Awards value | £350,000 | | 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 | LEEDS FEDERATED HOUSING ASSOCIATION LTD | | Locality | LEEDS | | Post town | Leeds | | Postcode | LS3 1HS | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE42 Leeds | | Local authority | Leeds | | Electoral ward | Little London & Woodhouse | | Westminster constituency | Leeds Central and Headingley | | Delivery location | TLE Yorkshire and The Humber | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | IP EXCHANGE | ## CPV Codes ### Divisions - 64 - Postal and telecommunications services ### Codes - 64200000 - Telecommunications services ## Release History - 5 Jan 2026 at 17:45 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c3b09f40-b5b2-4505-9758-7baad889e68e ## Documents - https://www.contractsfinder.service.gov.uk/Notice/c3b09f40-b5b2-4505-9758-7baad889e68e 5th January 2026 - Awarded contract notice on Contracts Finder - https://www.mytenders.co.uk/search/show/search_view.aspx?ID=JAN170800 NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at the link provided. ## Notice URLs - http://www.lfha.co.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-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7fe1c29d-6741-4f59-8679-0795e3ced3cb.json.