---
title: "London Borough of Lambeth Repairs Call Centre Solution Contract"
ocid: "ocds-h6vhtk-03202f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03202f"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03202f.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03202f.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "LONDON BOROUGH OF LAMBETH"
published: "2022-03-10"
---

# London Borough of Lambeth Repairs Call Centre Solution Contract

Buyer: LONDON BOROUGH OF LAMBETH  
Current stage: Tender  
OCID: ocds-h6vhtk-03202f

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03202f)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03202f.json)

## Summary

The London Borough of Lambeth is seeking proposals for the "Repairs Call Centre Solution Contract" to provide a specialist repairs call centre service. This service will cater to urgent and out-of-hours requests related to repairs, emergencies, and homelessness advice. The procurement falls under the services category within the call centre industry and is currently in the Tender stage. The tender period will close on 12 April 2022, with an expected contract duration of three years, potentially extendable by up to two additional years. Proposals will be evaluated under a competitive procedure with negotiation, focusing on delivering excellent customer service through innovative technology.

This tender presents significant opportunities for companies specialising in customer service operations, particularly those with experience in local authority housing repairs and maintenance. Businesses that can leverage automation and AI technology to enhance service delivery will be well-positioned to compete for this contract. The successful organisation will play a critical role in responding to community needs, ensuring seamless customer experiences while achieving the Council's objectives for service excellence in Lambeth.

## Notice

The London Borough of Lambeth is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service', including providing urgent and an out of hours service for specialist repairs, emergencies and homelessness housing support advice. The procurement process is expected to take place over the next 9-12 months and is planned to follow the competitive procedure with negotiation process. This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants' appointment, incorporating standard council conditions.

### Lot Information

Lot 1

The London Borough of Lambeth (Council) is seeking to procure a strategic partner to deliver a 'Specialist Repairs Call Centre Service', including providing urgent and an out of hours service for specialist repairs, emergencies and homelessness housing support advice. This new service will align with the objectives and visions of the Customer Experience Strategy (2021) and Lambeth's Digital Strategy (2021), ensuring the best customer experience possible. The procurement process is expected to take place over the next 9 -12 months and is planned to follow the competitive procedure with negotiation process. The company appointed is likely to have expertise including, but not limited, to the following: * Repairs and maintenance in a local authority housing setting; * Usage of automation and AI (Artificial Intelligence) technology; and * Delivery of exceptional customer service. The aim of this procurement is to procure a solution that will deliver the following outcomes: * Delivers excellent customer experience from an end-to-end customer journey without failure demand and avoidable contact, delivering timely outcomes and right first-time resolution; * High quality service offering delivered by knowledgeable and skilled agents; * Be accessible and inclusive to all residents in the London Borough of Lambeth; * Partnership between the service provider, the council, its repairs and maintenance partners and residents; * Increasing effective customer self-service through a strong digital customer service offer; * Effective resourcing for demand to achieve consistently high performance for all services and customers; * Optimal use of online diagnostics, triage, chat bots and AI; * Tracking and management of the root cause of cost and demand; * Efficiencies through continuous improvement; * Delivery of high-quality data and insight about customers and their experience to support continuous improvement of customer services and Council services more broadly, making best use of the latest analytics tools and techniques; * Integration with other access channels to ensure there is omnichannel coherence and consistency; * A flexible and futureproofed service, with the ability to scale and take advantage of advances in technology and rapidly respond to meet new community needs and Council requirements as they arise; and * Social value for the place and people of Lambeth. This new service will align with the Council's objectives and vision, ensuring the best customer experience possible. The contract is expected to be for an initial term of 3 years with 2 options to extend by a further year each (3 + 1 + 1). The form of contract is expected to be a bespoke consultants' appointment, incorporating standard Council conditions.

Options: The contract will be for 3 years with the option, as set out in contract terms, of 2 possible extensions of 1 year each. The option to extend is at the Council's discretion.

Renewal: The contract will be for 3 years with the option to renew, as set out in contract terms, of 2 possible extensions of 1 year each. The option to extend is at the Council's discretion.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/006549-2022 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive procedure with negotiation |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Mar 2022 |
| Submission deadline | 12 Apr 2022 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £6,963,790 |
| Lots value | £6,963,790 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LONDON BOROUGH OF LAMBETH |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW2 1RW |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI45 Lambeth |
| Local authority | Lambeth |
| Electoral ward | Brixton Acre Lane |
| Westminster constituency | Clapham and Brixton Hill |
| Delivery location | TLI45 Lambeth |

## CPV Codes

### Divisions

- 45 - Construction work
- 50 - Repair and maintenance services
- 64 - Postal and telecommunications services
- 70 - Real estate services
- 71 - Architectural, construction, engineering and inspection services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 45000000 - Construction work
- 45215210 - Construction work for subsidised residential accommodation
- 45215214 - Residential homes construction work
- 50000000 - Repair and maintenance services
- 50700000 - Repair and maintenance services of building installations
- 64210000 - Telephone and data transmission services
- 70331000 - Residential property services
- 71500000 - Construction-related services
- 79342300 - Customer services
- 79342320 - Customer-care services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 10 Mar 2022 at 10:09 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006549-2022

## Notice URLs

- http://www.lambeth.gov.uk
- https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=44022&B=LBLAMBETH
- https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/18

## 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-03202f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03202f.json.