--- title: "Provision of Out of Hours call handling and social media monitoring Framework Services" ocid: "ocds-h6vhtk-03bee9" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03bee9" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03bee9.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03bee9.json" source: "Find A Tender Service" current_stage: "Award" buyer: "HYDE HOUSING ASSOCIATION LTD" published: "2023-12-15" --- # Provision of Out of Hours call handling and social media monitoring Framework Services Buyer: HYDE HOUSING ASSOCIATION LTD Current stage: Award OCID: ocds-h6vhtk-03bee9 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03bee9) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03bee9.json) ## Summary The Hyde Housing Association Ltd has awarded a contract for the provision of Out of Hours call handling and social media monitoring framework services. This contract, with a total value of £50,000,000, aims to create a multiple-source Framework Agreement for the use of primarily The Hyde Group but also for other public sector authorities. The contract duration is set for four years, allowing for potential extensions. The services include emergency repairs call handling, anti-social behaviour management, and planned business continuity planning across various sectors. This tender presents an opportunity for businesses specialising in call center services, maintenance services, and social media monitoring to compete for contracts within the housing, local authority, education, and wider public sectors. The procurement stage is active with a submission deadline of May 15, 2023. Interested businesses should focus on meeting quality and price criteria, as outlined in the tender documents, to enhance their chances of securing business growth through this Framework Agreement. ## Notice **THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. ### Lot Information Lot 1 **THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to: -- Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols, -- Anti-social behaviour (ASB) management - managing calls and providing reports, -- Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc, -- Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains. The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document. The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period. This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services. Additional information: The Framework Value of PS50,000,000 does not relate to the contract value. The Framework Value is a nominal amount to provide sufficient scope for framework usage by other public sector bodies during the 4 year framework term. Renewal: The framework agreement duration is for 48 months however the Contracting Authority reserves the right to extend the duration of this framework agreement for any period up to a maximum of Twelve (12) months from the expiry of the initial term. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/036947-2023 | | Notice type | Tender Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Large, SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 15 Dec 2023 | | Submission deadline | 15 May 2023 | | Future notice date | Not specified | | Award date | 1 Dec 2023 | | Contract period | Not specified | | Recurrence | April 2027 | ## Values | Field | Value | | --- | --- | | Tender value | £50,000,000 | | Lots value | £50,000,000 | | Awards value | Not specified | | Contracts value | £50,000,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | HYDE HOUSING ASSOCIATION LTD | | Locality | LONDON | | Post town | South East London | | Postcode | SE1 9EQ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI4 Inner London - East | | ITL 3 | TLI44 Lewisham and Southwark | | Local authority | Southwark | | Electoral ward | Borough & Bankside | | Westminster constituency | Bermondsey and Old Southwark | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 4 | | Supplier names | CAREIUM; EASTVANTAGE BUSINESS SOULTIONS; NATIONWIDE PROPERTY ASSISTANCE; RESPONSE TEAM 247 | ## CPV Codes ### Divisions - 50 - Repair and maintenance services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 50000000 - Repair and maintenance services - 79512000 - Call centre ## Release History - 15 Dec 2023 at 12:20 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/036947-2023 - 14 Apr 2023 at 15:25 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/010847-2023 ## Notice URLs - http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en - http://www.gov.scot/Topics/Government/public-bodies/about/Bodies - http://www.wales.com/study/universities-wales - https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=67333&B=HYDE-HOUSING - https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/119413 - https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415 - https://www.hyde-housing.co.uk - https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide ## 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-03bee9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03bee9.json.