--- title: "Out of Hours Call Monitoring Tender" ocid: "ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e.json" source: "Contracts Finder" current_stage: "Tender" buyer: "TOGETHER HOUSING GROUP LIMITED" published: "2018-03-16" --- # Out of Hours Call Monitoring Tender Buyer: TOGETHER HOUSING GROUP LIMITED Current stage: Tender OCID: ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e.json) ## Summary The Together Housing Group Limited is initiating the Out of Hours Call Monitoring Tender, which is a public procurement opportunity within the services industry, specifically focusing on telephone-answering services. This tender aims to establish a contract for monitoring emergency calls linked to approximately 37,000 properties across the North of England, including regions such as Lancashire, Yorkshire, and Humberside. The tender period concludes on 13 April 2018, with the contract expected to begin on 1 July 2018 and run for three years until 30 June 2021. The total value of this procurement is estimated at £270,000 and follows an open procurement method, requiring bidders to submit their proposals according to specified guidelines. This tender presents a significant opportunity for businesses specialising in emergency call handling and monitoring services, including SMEs and voluntary community and social enterprises (VCSEs). Companies that offer advanced customer service and have experience in managing emergency situations would be particularly well-suited to compete for this contract. The successful provider will need to deliver high-quality, efficient responses to emergency calls, which could lead to successful long-term partnerships with Together Housing Group and enhance their business profile in the sector. ## Notice Formed in 2011 Together Housing Group owns and manages 37,000 homes for rent, shared ownership and sales across the North of England, affecting more than 50,000 people's lives and employing 1300 people. The Emergency Telephone call support service is provided to approximately 37,000 properties located across Lancashire, Yorkshire and Humberside, Calderdale and Salford and operates 365 days a year and generates approximately 30,000 calls per annum. This service is currently managed in house and is predominantly accessed by customers reporting an emergency repair. All information required to deal with calls accessing this service, is provided and updated by key service areas of the business and in accordance with business needs. Pendleton in Salford, although part of the Together Housing Group, is operated on a PFI contract whereby strict criteria and penalties apply. Monitoring and Reporting of this service is required to be available both in summary and detail, i.e. enabling the service provided to Pendleton to be identified as part of THA and distinct from it also. The service provides a single point of access for all our customers who are experiencing an emergency situation out of office hours where the situation poses an immediate risk to person or property. Together Housing Association (THA) is seeking to appoint a highly experienced and skilled Emergency Telephone Call monitoring provider that is fully customer focused and will deliver a high quality cost effective service to all our customers. Calls received by the Emergency Telephone Provider include the following types of requests; * Repairs and Maintenance * Anti Social Behavior * Compliance and "specialist sub contractor" services * Major incidents All calls received require to be triaged at the first point of contact in order to determine the most appropriate and efficient response, ensuring any risk to person, property and company are managed in accordance with Together Housing's policies, procedures, service standards The service is predominantly accessed by customers of Together Housing, reporting a repair and by Technicians, Subcontractors and Emergency Services. However, customers are also actively encouraged to report ASB to OOH whilst the issue is occurring. The service operates on all weekdays outside of normal office working hours (currently from 4.30pm to 09.00am) Monday to Friday and 24 hours on Saturdays and Sundays and all Bank Holidays. Additional monitoring may be required on an ad hoc basis; this will operate on a crisis management basis only i.e. in the event of a major emergency, disaster recovery situation or if cover is required during training sessions. The Out of Hours provision currently offers a variance in service in some localities across the group. There are also requirements to deliver variances in processes and in particular to support delivery of THA's service performance standards. Additional information: To submit a response to this tender please follow the instructions below. 1) Click the link https://xantive.supplierselect.com 2)Click the link "Create a new organization account" 3) Register an account 4) Login with new details 5) Click "Public Projects" link at top right of screen 6) Click "Create Invitation" for the "Out of Hours Telephone Monitoring Service" project 7) Change Status to Accepted 8) Complete questionnaire displayed and change the status to 'Submitted' ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8ffe922f-ad6a-4c54-8568-b1cc161b1fdd | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 16 Mar 2018 | | Submission deadline | 13 Apr 2018 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 30 Jun 2018 - 30 Jun 2021 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £270,000 | | 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 | TOGETHER HOUSING GROUP LIMITED | | Locality | HALIFAX | | Post town | Halifax | | Postcode | HX1 2EB | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE44 Calderdale and Kirklees | | Local authority | Calderdale | | Electoral ward | Town | | Westminster constituency | Halifax | | Delivery location | TLD North West (England), TLE Yorkshire and The Humber | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79510000 - Telephone-answering services ## Release History - 16 Mar 2018 at 11:46 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8ffe922f-ad6a-4c54-8568-b1cc161b1fdd ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8ffe922f-ad6a-4c54-8568-b1cc161b1fdd 16th March 2018 - Opportunity notice on Contracts Finder - https://xantive.supplierselect.com Tender Access Platform ## Notice URLs - http://www.togetherhousing.co.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-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ffa9e8b8-85d7-48b8-ae79-f91b65c9448e.json.