---
title: "Call Handling Services"
ocid: "ocds-h6vhtk-02a5e4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a5e4"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a5e4.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02a5e4.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHERN GAS NETWORKS LIMITED"
published: "2021-05-04"
---

# Call Handling Services

Buyer: NORTHERN GAS NETWORKS LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-02a5e4

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02a5e4)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02a5e4.json)

## Summary

The public procurement process concerns the provision of Call Handling Services, issued by Northern Gas Networks Limited in the UK. This procurement falls under the services industry, specifically classified as telephone-answering services (CPV code 79510000). The procurement method was limited, allowing for an award without prior publication due to the nature of the services being a continuation of existing provision. The tender was completed on 14th April 2021, with contracts amounting to £5,016,561.95 signed to Cadent Gas Limited. The services have implications for numerous UK regions, including but not limited to UKC1, UKC2, and UKE12, all under a coordinated national emergency management framework.

This tender presents a significant opportunity for growth, particularly for businesses that specialise in emergency call handling, telecommunication services, or related operational support. Given the stringent safety and regulatory obligations stipulated by Ofgem and Health, Safety and Environment (HS&E), companies with proven experience in public safety communications and collaborative service delivery will be well-placed to compete. Businesses that can offer reliable, round-the-clock services and demonstrate compliance with regulatory standards will be in a strong position to engage in similar contracts in the future.

## Notice

The scope encompasses the provision of the call receipting and classification services underpinning the National Gas Emergency Call Handling Service.The services provided under this agreement are as follows: - Gas Emergency Calls received from the National Gas Emergency Number - Non Emergency Calls- Incident Management Calls All calls are managed by the national emergency number on a 24/7/365 basis.

### Lot Information

Lot 1

Cadent Gas shall provide the call receipting and classification services underpinning the National Gas Emergency Call Handling Service. The services provided under this agreement are as follows: - Gas Emergency Calls received from the National Gas Emergency Number - Non Emergency Calls- Incident Management Calls All calls are managed by the national emergency number on a 24/7/365 basis. By contracting with Cadent Gas for these services, alongside the other GDNs doing the same, NGN are satisfying regulatory and safety obligations set by Ofgem and HS&E. The regulator's expectation is that all GDNs will work together to ensure that these services fulfil a national coordinated approach that does not compromise public safety.

### Procurement Information

Cadent Gas shall provide the call receipting and classification services underpinning the National Gas Emergency Call Handling Service. The current contract with Cadent Gas expires on the 30th of April 2021 and the collective GDN decision is to renew it until 2026. By contracting with Cadent Gas for these services, alongside the other GDNs doing the same, NGN are satisfying regulatory and safety obligations set by Ofgem and HS&E. The regulator's expectation is that all GDNs will work together to ensure that these services fulfill a national coordinated approach that does not compromise public safety.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/009598-2021 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 May 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 13 Apr 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £5,016,561 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORTHERN GAS NETWORKS LIMITED |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS15 8TU |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Garforth & Swillington |
| Westminster constituency | Leeds East |
| Delivery location | TLC1 Tees Valley and Durham, TLC2 Northumberland, and Tyne and Wear, TLD1 Cumbria, TLE12 East Riding of Yorkshire, TLE2 North Yorkshire, TLE4 West Yorkshire |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CADENT GAS |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 4 May 2021 at 15:22 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/009598-2021
- 14 Apr 2021 at 09:41 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/007795-2021

## Notice URLs

- https://www.northerngasnetworks.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-h6vhtk-02a5e4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02a5e4.json.