---
title: "Provision of Out of Hours call handling and social media monitoring Framework Services"
ocid: "ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "HYDE HOUSING ASSOCIATION LTD"
published: "2023-12-14"
---

# Provision of Out of Hours call handling and social media monitoring Framework Services

Buyer: HYDE HOUSING ASSOCIATION LTD  
Current stage: Award  
OCID: ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b

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## Summary

The Hyde Group has recently awarded a contract for the provision of Out of Hours call handling and social media monitoring services under a four-year Framework Agreement. The contracting opportunity was classified under services for call centre and repair and maintenance services. The contract value is £50 million, with a minimum value of £50,000. The tender was conducted using an open procedure, with tender submissions closing on May 15, 2023. The contract period will run from December 1, 2023, to November 30, 2027.

This tender presents growth opportunities for businesses providing Out of Hours call handling and social media monitoring services, particularly for SMEs. Businesses in the call centre and repair and maintenance services industry category may find this tender well-suited for competing. The procurement stage has reached the award phase, with CAREIUM UK LIMITED, NATIONWIDE PROPERTY ASSISTANCE LTD, Eastvantage Business Solutions Inc, and Response Team 247 Limited being the awarded suppliers. The buying organisation, Hyde Housing Association Ltd, based in London, is the contracting authority for this framework agreement.

## Notice

**THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD 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 **THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE**

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ad00d0da-eecb-4787-b323-dacf159f63f4 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Dec 2023 |
| Submission deadline | 15 May 2023 |
| Future notice date | Not specified |
| Award date | 22 Nov 2023 |
| Contract period | 1 Dec 2023 - 30 Nov 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £50,000,000 |
| Lots value | Not specified |
| Awards value | £50,000,000 |
| 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 | 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 |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 4 |
| Supplier names | CAREIUM; EASTVANTAGE BUSINESS SOLUTIONS; NATIONWIDE PROPERTY ASSISTANCE; RESPONSE TEAM 247 |

## 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 Dec 2023 at 15:08 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ad00d0da-eecb-4787-b323-dacf159f63f4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ad00d0da-eecb-4787-b323-dacf159f63f4
  14th December 2023 - Awarded contract 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-b478068f-9bdd-465d-8271-628184273f1b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b478068f-9bdd-465d-8271-628184273f1b.json.