--- title: "Out of Hours Call Handling (2020)" ocid: "ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LONDON & QUADRANT HOUSING TRUST" published: "2020-06-08" --- # Out of Hours Call Handling (2020) Buyer: LONDON & QUADRANT HOUSING TRUST Current stage: Tender OCID: ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d.json) ## Summary The London & Quadrant Housing Trust (L&Q) is currently seeking suppliers for their "Out of Hours Call Handling (2020)" tender, which falls under the services category, specifically focusing on call centre operations. This procurement process is in the tender stage, with the submission deadline set for 29th June 2020. The contract period is scheduled to commence on 10th August 2020 and will run until 9th August 2025. The services will be delivered across the United Kingdom, particularly supporting L&Q's extensive customer base in London and the south-east, which includes handling emergency queries and urgent calls outside normal operational hours. This tender presents significant opportunities for businesses involved in customer service and call handling solutions, particularly those with experience in providing high-quality, responsive services in the housing sector. Companies that specialise in call centre management, emergency response communications, or related customer service provisions would be ideally suited to compete for this contract. Additionally, suppliers familiar with working alongside large organisations and managing complex call flows will find this opportunity particularly advantageous as L&Q aims to enhance their customer interactions across various channels. ## Notice L&Q is one of the largest providers of affordable housing in the UK, managing over 95,000 homes in London and the south east of England. Although L&Q work with over 100 local authorities, almost 80% of our homes are located in London boroughs. L&Q have the largest development programme of any Registered Provider operating in the London area. Further information about L&Q Group can be found at www.lqgroup.org.uk L&Q is seeking 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 delivering the required services to customers in the UK comparative to the size and complexity of L&Q. Managing telephone calls from L&Q's customers (or persons acting on their behalf) outside of L&Q's normal operating hours. The Supplier shall provide an 'Out of Hours' (OOH) telephone call handling service (Services) for residents of London & Quadrant Housing Trust (L&Q) and other organisations who L&Q take Inbound Calls from on behalf of such as L&Q Energy and L&Q Living who require L&Q offered services such emergency repairs or urgent assistance for situations that have arisen. The Services shall include other methods of contact such as webchat (this is not exhaustive) as proposed by any successful Bidder. In providing the Services the Supplier shall be required to make Outbound Calls also and may also be required to provide an Inbound Calls overflow facility during L&Q's normal operating hours. TUPE is considered by the incumbent supplier to apply to the ongoing provision of these Services. Any successful bidder will be expected to contract with L&Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid). Please see the procurement documentation for all information. Enquiries may be made through the correspondence facility of L&Q's eSourcing portal Intend. Additional information: Please note all procurement documentation is available for free download to any parties wishing to express an interest. Please visit L&Q's eSourcing Portal (In-Tend) using the following to the front end and registration pages of the portal as applicable: https://in-tendhost.co.uk/lqgroup/aspx/Home https://in-tendhost.co.uk/lqgroup/aspx/Registration Is a Recurrent Procurement Type? : No ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5ada5930-5c72-4133-a014-91f3ac0c0e26 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 8 Jun 2020 | | Submission deadline | 29 Jun 2020 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 9 Aug 2020 - 9 Aug 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LONDON & QUADRANT HOUSING TRUST | | Locality | LONDON | | Post town | East London | | Postcode | E15 4PH | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI41 Hackney and Newham | | Local authority | Newham | | Electoral ward | Stratford | | Westminster constituency | Stratford and Bow | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79342300 - Customer services - 79510000 - Telephone-answering services - 79512000 - Call centre ## Release History - 8 Jun 2020 at 09:08 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/5ada5930-5c72-4133-a014-91f3ac0c0e26 - 2 Jun 2020 at 16:56 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/5ada5930-5c72-4133-a014-91f3ac0c0e26 - 13 May 2020 at 15:52 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/5ada5930-5c72-4133-a014-91f3ac0c0e26 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/5ada5930-5c72-4133-a014-91f3ac0c0e26 8th June 2020 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/lqgroup/aspx/ Additional information on how to apply for this contract ## Notice URLs - http://www.lqgroup.org.uk - https://in-tendhost.co.uk/lqgroup/aspx/Home - https://in-tendhost.co.uk/lqgroup/aspx/Registration ## 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-bbd31852-84d8-4e97-ad33-50c075d4ea6d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-bbd31852-84d8-4e97-ad33-50c075d4ea6d.json.