---
title: "Out of Hours Call Handling Service (2023)"
ocid: "ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON BOROUGH OF HACKNEY"
published: "2023-11-28"
---

# Out of Hours Call Handling Service (2023)

Buyer: LONDON BOROUGH OF HACKNEY  
Current stage: Award  
OCID: ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e

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## Summary

The London Borough of Hackney has awarded a contract for the "Out of Hours Call Handling Service (2023)" to SPS Doorguard Ltd. The procurement process aimed to identify a supplier to provide a telephone call handling service outside normal operating hours, weekends, and holidays, with emergency response support. The contract value is £226,380 GBP, starting on February 1, 2024, and ending on February 1, 2026. The procurement stage was an open procedure, with the tender period ending on September 6, 2023. The service falls under the customer-care services category and is suitable for SMEs.

This tender opportunity with the London Borough of Hackney presents a chance for businesses experienced in providing high-standard call handling services to secure a contract and expand their operations. Companies with a proven track record of delivering similar services in the UK, focusing on customer care, are well-suited to compete. By demonstrating expertise in delivering telephone call handling services, businesses can explore growth opportunities and potentially secure long-term contracts with the Council.

## Notice

This procurement process is to identify a suitable supplier to undertake the delivery of an 'Out of Hours' (OOH) telephone call handling service for residents of the Council and other organisations that Hackney Council takes inbound Calls from on behalf of. The supplier will provide a telephone call handling service outside of the Council's normal operating hours of 09:00-17:00, weekends and bank holidays in addition to possible emergency response to support the council's statutory duties. The Council requires a supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The supplier will be able to demonstrate their experience and ability in delivering such requirements to other similar customers in the UK, comparative to the size and complexity of the customer.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/e8f99729-388d-44da-85e3-0aa5fd9ed75c |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 28 Nov 2023 |
| Submission deadline | 6 Sep 2023 |
| Future notice date | Not specified |
| Award date | 6 Nov 2023 |
| Contract period | 1 Feb 2024 - 1 Feb 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £226,380 |
| Lots value | Not specified |
| Awards value | £226,380 |
| 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 HACKNEY |
| Locality | HACKNEY |
| Post town | East London |
| Postcode | E8 1DY |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Hackney |
| Electoral ward | Hackney Central |
| Westminster constituency | Hackney South and Shoreditch |
| 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 | SPS DOORGUARD |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services
- 79342320 - Customer-care services

## Release History

- 28 Nov 2023 at 16:13 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/e8f99729-388d-44da-85e3-0aa5fd9ed75c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/e8f99729-388d-44da-85e3-0aa5fd9ed75c
  28th November 2023 - Awarded contract notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=e37dfc1e-1e2a-ee11-8123-005056b64545
  Advert

## Notice URLs

- http://www.hackney.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-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-9f228ac1-b595-4795-9fa9-b2aa324c324e.json.