---
title: "Out of Hours Call Handling"
ocid: "ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF SUTTON"
published: "2024-06-20"
---

# Out of Hours Call Handling

Buyer: LONDON BOROUGH OF SUTTON  
Current stage: Award  
OCID: ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0.json)

## Summary

The London Borough of Sutton has awarded a contract for the provision of an out of hours call handling service, with a total value of £166,000. The service covers a wide range of call types and operates 24/7 including weekends and bank holidays. The contract period extends from 13th February 2023 to 12th February 2026.

This procurement opportunity is suitable for small and medium enterprises (SMEs) seeking to provide call center services in the UK. The London Borough of Sutton is the buying organisation, and the industry category is office-support services. The contract was awarded to SITEL (now rebranded as Foundever GB Ltd.) and presents potential for business growth in the service sector.

## Notice

Provision of an out of hours (OOH) call handling service for the boroughs Sutton, Kingston, Merton and Richmond. This service will provide the front door for an Emergency Duty Team (EDT) service for Adult's and Children's social care calls as well as other non-social care calls from the general public. The non-social care calls can range from reporting a dangerous structure or a pothole in the area. This service covers all incoming calls between the hours of 5pm and 8am Monday to Friday and 24 hours throughout the whole weekend plus bank holiday.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4e476526-5887-419b-8e54-d7d2e676711f |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Jun 2024 |
| Submission deadline | 5 Aug 2022 |
| Future notice date | Not specified |
| Award date | 24 Oct 2022 |
| Contract period | 13 Feb 2023 - 12 Feb 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £166,000 |
| Lots value | Not specified |
| Awards value | £166,000 |
| 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 | LONDON BOROUGH OF SUTTON |
| Locality | SUTTON |
| Post town | Sutton |
| Postcode | SM1 1EA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI6 Outer London - South |
| ITL 3 | TLI63 Merton, Kingston upon Thames and Sutton |
| Local authority | Sutton |
| Electoral ward | Sutton Central |
| Westminster constituency | Sutton and Cheam |
| 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 | SITEL |

## CPV Codes

### Divisions

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

### Codes

- 79500000 - Office-support services
- 79512000 - Call centre

## Release History

- 20 Jun 2024 at 09:45 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4e476526-5887-419b-8e54-d7d2e676711f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4e476526-5887-419b-8e54-d7d2e676711f
  20th June 2024 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.sutton.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-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8d2d99a1-2ef1-4951-b440-49e75eecfca0.json.