---
title: "Out of Hours Call Handling Service"
ocid: "ocds-h6vhtk-040ce4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-040ce4"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-040ce4.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-040ce4.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "ORBIT GROUP LIMITED"
published: "2024-12-06"
---

# Out of Hours Call Handling Service

Buyer: ORBIT GROUP LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-040ce4

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-040ce4)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-040ce4.json)

## Summary

Orbit Group Limited, based in Coventry, UK, has completed the procurement process for an "Out of Hours Call Handling Service" in the office-support services industry category. This procurement aims to appoint a reliable business partner to manage calls outside of the Authority's regular customer call centre hours for their property portfolio. The tender utilised an open procedure under the procurement method and was covered by the GPA. The procurement concluded with the awarding of the contract to Fortem Solutions Limited on October 17, 2024, valued at GBP 112,780. The process covered a wide service provision including reporting repairs, triaging calls, and raising work orders with existing contractors.

This tender offers significant growth opportunities for businesses specialising in call handling and telephone-answering services. The contract's scope, focusing on managing out-of-hours communications, is well-suited for firms with expertise in customer service and infrastructure support. Small to medium-sized enterprises with robust service delivery capabilities or larger firms looking to expand their portfolio in the housing and community amenities sector would benefit from such contracts. The reliability and efficiency aspects detailed in the specification make it an ideal opportunity for companies that excel in delivering high-quality services and quick response times.

## Notice

The Authority, is seeking to appoint a business partner to effectively and reliably deliver an Out of Hours Call Centre Handling Service Provision. This is for the handling of calls outside of the Authority's own customer call centre operating hours in regard to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The services to be provided under the contract shall be in all respects of the quality or type as detailed in the Specification, Contract, Schedules and Appendices.

### Lot Information

Lot 1

The Authority, is seeking to appoint a business partner to effectively and reliably deliver an Out of Hours Call Centre Handling Service Provision. This is for the handling of calls outside of the Authority's own customer call centre operating hours in regard to the portfolio of properties it owns and manages and shall typically relate to the reporting of repairs, the triaging of such and associated raising of works orders with the Authority's appointed repairs contractor's. The services to be provided under the contract shall be in all respects of the quality or type as detailed in the Specification, Contract, Schedules and Appendices.

Renewal: Two (2) year initial contract term with the option to extend for up to three (3) years (in one year increments).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/039495-2024 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Dec 2024 |
| Submission deadline | 23 May 2024 |
| Future notice date | 30 Oct 2023 |
| Award date | 16 Oct 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £300,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £112,780 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ORBIT GROUP LIMITED |
| Locality | COVENTRY |
| Post town | Coventry |
| Postcode | CV3 2SU |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG33 Coventry |
| Local authority | Coventry |
| Electoral ward | Wyken |
| Westminster constituency | Coventry East |
| Delivery location | TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FORTEM SOLUTIONS |

## CPV Codes

### Divisions

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

### Codes

- 79500000 - Office-support services
- 79510000 - Telephone-answering services

## Release History

- 6 Dec 2024 at 16:37 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/039495-2024
- 19 Apr 2024 at 15:55 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012890-2024
- 19 Apr 2024 at 12:25 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012810-2024
- 19 Apr 2024 at 10:24 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012770-2024
- 30 Jan 2024 at 10:14 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/003012-2024
- 24 Nov 2023 at 10:15 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/034766-2023
- 18 Oct 2023 at 09:15 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/030700-2023

## Notice URLs

- http://www.orbit.org.uk
- https://procontract.due-north.com/Advert?advertId=dc5d747c-45fe-ee11-812a-005056b64545
- https://procontract.due-north.com/Procurer/Advert/AdvertSummary?projectId=ec07ebb5-ee73-ee11-8124-005056b64545&projectStepId=f407ebb5-ee73-ee11-8124-005056b64545
- https://www.housingprocurement.com

## 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-040ce4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-040ce4.json.