---
title: "Out of Hours Telephone Handling Service"
ocid: "ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "LONDON BOROUGH OF HACKNEY"
published: "2020-10-02"
---

# Out of Hours Telephone Handling Service

Buyer: LONDON BOROUGH OF HACKNEY  
Current stage: Tender  
OCID: ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d

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## Summary

The London Borough of Hackney is currently seeking suppliers for an 'Out of Hours Telephone Handling Service', aimed at managing inbound calls for residents and other organisations outside of normal operating hours. This tender, identified by reference HACK001-DN501237-22113007, is classified under telephone-answering services (CPV code 79510000) and is estimated to be worth £240,000. The tender active period is set to conclude on 2nd November 2020, with the potential contract duration beginning 1st April 2021 and lasting for one year, plus an optional extension. The procurement method employed is selective, following a restricted procedure.

This tender presents significant opportunities for businesses specialising in telephone services, particularly those with experience in handling high-call volumes and providing exceptional customer service. Small and medium enterprises (SMEs) are encouraged to participate, given the suitability classification of the contract. Competitors should ideally possess a proven track record within the UK's local government sector, showcasing their ability to deliver reliable support that aligns with emergency response requirements and statutory council duties.

## 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. The contract duration will be for 1 year with a 1-year optional extension. It is estimated that the new contract will commence April 2021.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/afbdc8a5-8785-4002-816a-9f8b179dd1b8 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 2 Oct 2020 |
| Submission deadline | 2 Nov 2020 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 31 Mar 2021 - 31 Mar 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £240,000 |
| 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 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 | TLI London |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 2 Oct 2020 at 13:34 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/afbdc8a5-8785-4002-816a-9f8b179dd1b8

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/afbdc8a5-8785-4002-816a-9f8b179dd1b8
  2nd October 2020 - Opportunity notice on Contracts Finder
- https://procontract.due-north.com/Advert?advertId=143aaae6-9104-eb11-8105-005056b64545
  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-c68c9f5f-55a3-456c-b0cc-4f77df549f0d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c68c9f5f-55a3-456c-b0cc-4f77df549f0d.json.