---
title: "Contract"
ocid: "ocds-h6vhtk-02b98a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b98a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b98a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-02b98a.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "PHOENIX COMMUNITY HOUSING"
published: "2021-10-18"
---

# Contract

Buyer: PHOENIX COMMUNITY HOUSING  
Current stage: Award  
OCID: ocds-h6vhtk-02b98a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-02b98a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-02b98a.json)

## Summary

The Phoenix Community Housing, a social housing provider based in London, is seeking suppliers for a call centre service under an open procurement process. The title of the contract is "Contract," and it falls under the services category, specifically classified as 'Call centre' (CPV code: 79512000). The procurement process is currently in the active tender stage, with the tender submission deadline set for 12th July 2021. Suppliers are expected to provide a comprehensive response that demonstrates their ability to deliver high-quality call handling expertise outside of normal operating hours, ensuring resident satisfaction.

This tender presents a significant opportunity for businesses specialising in call centre services and customer experience management, particularly those with a strong track record in delivering high-standard communication solutions. Companies that can demonstrate their resources, expertise, and commitment to exceptional resident engagement will be well-positioned to compete. In addition, organisations that prioritise ethical practices and have robust policies in areas such as corporate responsibility and safeguarding will enhance their attractiveness as potential suppliers to Phoenix Community Housing.

## Notice

Phoenix are seeking a supplier who can evidence an excellent track record of providing a 'high standard' of call handling expertise, sufficient resource and associated services knowledge to deliver a seamless telephone service OOH to Phoenix's residents (or persons acting on their behalf) outside of Phoenix's normal operating hours. The supplier will contribute to our aim of achieving great resident satisfaction in the upper quartile of our sector and assist us to improve the customer experience to meet the needs of residents. All services will be expected to maintain and demonstrate Phoenix's core values and project a non-judgemental empathetic approach to residents and exhibit a strong understanding of maintaining professional boundaries.

### Lot Information

Lot 1

One stage process, tenders are invited and all documents and schedules to be provided as specified. After close of tender these will be evaluated. There may be interviews with shortlisted bids after which a contract will be awarded. Response to the brief: (no more than 3 x A4 pages in 12pt font, single spaced in Times New Roman or Arial Font) Your tender should include the following documents 1 Completed invitation to tender document, attached 2 How you propose to provide this service 3 Proposal in response to this brief including fees for the 4 service including cost breakdowns 5 Examples of how you have provided this service for other organisations to include results and outcomes associated with resident satisfaction 6 A resource statement including the management structure which is in addition to the brief Please note we will receive and answer any questions online through Mytenders. Please do not e mail questions directly to Natasha Briscoe or James Peters or any other Phoenix staff. Please also submit with your tender your policies on the following areas: 1 Modern Slavery and Human Trafficking 2 Corporate and Social Responsibility Policy 3 Anti-bribery and Anti-corruption Policy 4 Ethics Policy 5 Data and Privacy Policy 6 Safeguarding Policy 7 Equalities Policy

Renewal: 2 year extension after the third year

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/025983-2021 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Oct 2021 |
| Submission deadline | 12 Jul 2021 |
| Future notice date | Not specified |
| Award date | 17 Oct 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 | £48,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | PHOENIX COMMUNITY HOUSING |
| Locality | LONDON |
| Post town | South East London |
| Postcode | SE6 2RP |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI44 Lewisham and Southwark |
| Local authority | Lewisham |
| Electoral ward | Catford South |
| Westminster constituency | Lewisham East |
| Delivery location | TLI44 Lewisham and Southwark |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | NPA |

## CPV Codes

### Divisions

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

### Codes

- 79512000 - Call centre

## Release History

- 18 Oct 2021 at 15:14 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/025983-2021
- 8 Jun 2021 at 13:25 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012825-2021

## Notice URLs

- http://www.phoenixch.org.uk/
- https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
- https://www.mytenders.co.uk/
- https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA22607

## 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-02b98a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-02b98a.json.