---
title: "The Provision of London Borough of Havering Out of Hours Call Handling Service"
ocid: "ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ONESOURCE"
published: "2021-04-01"
---

# The Provision of London Borough of Havering Out of Hours Call Handling Service

Buyer: ONESOURCE  
Current stage: Award  
OCID: ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b

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## Summary

The procurement process involves the London Borough of Havering, specifically through their buyer oneSource, for the provision of an "Out of Hours" call handling service. This tender falls within the services industry category and was conducted using an open procurement method. The contract has been awarded to Pinnacle Connect Limited, and it is set to commence on 1st April 2021 for a period of five years, with an option for a two-year extension, concluding on 31st March 2027. The tender period ended on 29th March 2021, and the contract value amounts to £651,243, with delivery based in Romford, London.

This tender presents opportunities for businesses specialising in emergency call handling and customer service solutions, particularly those capable of operating an omni-channel communication model. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) would be well-positioned to compete, given their suitability for this contract category. Businesses with proven capabilities in providing similar services or innovative communication technologies may find this an attractive opportunity to expand their operations within the local government sector.

## Notice

The provision to the delivery of an emergency 'Out of Hours' call handling service on behalf of Havering Council. This service is available to all residents in the borough. The Out of Hours service will make it easy for residents to report a wide range of emergencies outside of normal office hours. Whilst the service currently operates solely via telephone, we envisage an omni-channel operating model to be developed and rolled out in the future enabling residents to be able to report incidents using a variety of alternative channels. The contract will be for a period of 5 years with an option to extend for a further 2 years. It is intended that the contract will commence on 1st April 2021. Havering is located on the border of London and Essex. The borough has a rich cultural history and is home to around 250,000 people. The borough is diverse with both areas of affluence as well as pockets of deprivation. At its centre, is Romford, an area with excellent shopping facilities as well as a vibrant night time economy. Romford is actually visited by over 200,000 people per week.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c251678c-2abf-4eb5-be89-2ea016416228 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Apr 2021 |
| Submission deadline | 29 Mar 2021 |
| Future notice date | Not specified |
| Award date | 29 Mar 2021 |
| Contract period | 31 Mar 2021 - 31 Mar 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £651,243 |
| Lots value | Not specified |
| Awards value | £651,243 |
| 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 | ONESOURCE |
| Locality | ROMFORD |
| Post town | Romford |
| Postcode | RM1 3BB |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI5 Outer London - East and North East |
| ITL 3 | TLI52 Barking & Dagenham and Havering |
| Local authority | Havering |
| Electoral ward | St Edward's |
| Westminster constituency | Romford |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PINNACLE CONNECT |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 1 Apr 2021 at 13:16 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c251678c-2abf-4eb5-be89-2ea016416228

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c251678c-2abf-4eb5-be89-2ea016416228
  1st April 2021 - Awarded contract notice on Contracts Finder

## 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-b810835d-4a09-4639-8a42-a8aa7555199b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b810835d-4a09-4639-8a42-a8aa7555199b.json.