---
title: "Dispute Support - Enhanced Enquiries Service"
ocid: "ocds-h6vhtk-04161a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04161a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04161a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04161a.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "HOUSING OMBUDSMAN"
published: "2024-05-13"
---

# Dispute Support - Enhanced Enquiries Service

Buyer: HOUSING OMBUDSMAN  
Current stage: Award  
OCID: ocds-h6vhtk-04161a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04161a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04161a.json)

## Summary

The Housing Ombudsman Service has completed an award for the procurement of the "Dispute Support - Enhanced Enquiries Service" under the Crown Commercial Service - Outsourced Contact Centre and Business Services. The service includes telephone contact response, email management, web chat functions, and postal communications. The contract, worth £1,300,000, was awarded to HGS UK. The Housing Ombudsman, based in London, UK, was the buyer organisation. The procurement method used was an open procedure.

The upcoming opportunity for business growth involves a planned tender for the same "Dispute Support - Enhanced Enquiries Service" by the Housing Ombudsman Service. The tender will focus on providing an enquiries service, including call center and reception functions. Suppliers in the relevant Lot are invited to a "supplier day" on 27th November 2023. The communication includes a deadline of 22nd November 2023 for attendance confirmation. This planned tender presents opportunities for suppliers experienced in Ombudsman or regulatory service enquiries.

## Notice

The Housing Ombudsman Service will be leveraging this procurement under the Crown Commercial Service - Outsourced Contact Centre and Business Services under the following Lots: Lot 1 - Contact Centre. The Invitation to Tender will be published only to suppliers that have registered under the agreement of the above Lots only.

### Lot Information

Lot 1

The Housing Ombudsman is seeking a supplier who has provided an enquiries service to either an Ombudsman or within the regulatory service sector. The successful provider will be expected to cover a call centre and reception function for all incoming contact into the Housing Ombudsman Service. This scope aims to cover a number of Service Lines requirements. The successful providers will be expected to provide a proposal to the Authority covering the following Service Lines: *Telephone contact response including Natural Language Processing (NLP) and signposting to other agencies *Email receipt and management. *Web Form management. *Web chat functions *Postal communications /receipt & document scanning- incoming and outgoing. *Client satisfaction surveys

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/015097-2024 |
| 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, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 13 May 2024 |
| Submission deadline | Not specified |
| Future notice date | 4 Dec 2023 |
| Award date | 14 Apr 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £1,300,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HOUSING OMBUDSMAN |
| Locality | LONDON |
| Post town | East London |
| Postcode | E14 4PU |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI42 Tower Hamlets |
| Local authority | Tower Hamlets |
| Electoral ward | Canary Wharf |
| Westminster constituency | Poplar and Limehouse |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 75 - Administration, defence and social security services

### Codes

- 75112000 - Administrative services for business operations

## Release History

- 13 May 2024 at 09:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/015097-2024
- 6 Nov 2023 at 14:05 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/032786-2023

## Notice URLs

- http://www.housing-ombudsman.org.uk
- https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=837719240

## 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-04161a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04161a.json.