--- title: "Out of Hours Call Handling Services" ocid: "ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LONDON & QUADRANT HOUSING TRUST" published: "2019-05-21" --- # Out of Hours Call Handling Services Buyer: LONDON & QUADRANT HOUSING TRUST Current stage: Tender OCID: ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49.json) ## Summary The procurement process is being led by the London & Quadrant Housing Trust, which is one of the largest affordable housing providers in the UK, managing over 90,000 homes primarily within London. The tender, titled "Out of Hours Call Handling Services," is classified under the services industry, with a specific focus on call centre operations as per CPV classification. The procurement method is an open procedure, with the tender period set to close on 21st June 2019. The resulting contract is expected to commence on 16th September 2019 and will run until 15th September 2024. Interested suppliers should ensure they review the procurement documentation available through L&Q's eSourcing portal for further details. This tender presents an excellent opportunity for businesses specialising in call handling and customer service solutions, particularly those with experience in delivering high-quality out-of-hours services. Companies that are agile and capable of managing inbound and outbound calls, as well as webchat support, would be particularly well-suited to compete for this contract. Additionally, small and medium-sized enterprises (SMEs) are encouraged to participate, given that the procurement process has been designed to accommodate such firms, potentially allowing them to expand their market footprint in the housing sector. ## Notice L&Q is one of the largest providers of affordable housing in the UK, managing over 90,000 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, L&Q Living and Triathlon Homes 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: All procurement documentation is available at: 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/ecbda0cd-cb31-4927-babc-5cfbc7d7bd38 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 21 May 2019 | | Submission deadline | 21 Jun 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 15 Sep 2019 - 15 Sep 2024 | | 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 - 21 May 2019 at 12:51 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/ecbda0cd-cb31-4927-babc-5cfbc7d7bd38 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/ecbda0cd-cb31-4927-babc-5cfbc7d7bd38 21st May 2019 - 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-c6659dc9-2df4-401e-ba90-8f13433f7d49. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c6659dc9-2df4-401e-ba90-8f13433f7d49.json.