--- title: "Housing 21 - Call Monitoring" ocid: "ocds-h6vhtk-042a33" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-042a33" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-042a33.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-042a33.json" source: "Find A Tender Service" current_stage: "Award" buyer: "HOUSING 21" published: "2026-06-09" --- # Housing 21 - Call Monitoring Buyer: HOUSING 21 Current stage: Award OCID: ocds-h6vhtk-042a33 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-042a33) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-042a33.json) ## Summary Housing 21 has successfully awarded a contract to Appello Careline Limited for the provision of a Call Monitoring service in the UK. This contract, which initially began in November 2024, was completed through a selective procurement method known as the Restricted Procedure, focusing on service quality. Housing 21, a public body operating from Birmingham, had sought proposals to handle in-hours and potentially out-of-hours responsive repairs over a five-year period, with several extension options. The contract, signed on 31st October 2025, is set in multiple UK regions, including West Midlands and East Midlands, and is valued at £14 million. This tender provides substantial growth opportunities for service providers specialising in call centre operations and telecommunications, particularly those that can offer additional services such as out-of-hours repairs. The criteria prioritised by Housing 21, valuing quality at 70% and price at 30%, suggest that innovative, high-quality solutions may be more competitive. Large-scale firms similar in size to Appello Careline Limited may find this opportunity fitting, although there is potential for medium enterprises particularly skilled in customer interaction and service provision to also compete effectively. ## Notice Housing 21 awarded a contractor to provide a Call Monitoring service via a Restricted Tender process. In addition Housing 21 may also want to include an out of hours responsive repairs handling service to be included. This contract is for a period of 5 years with an option 2 years + 2 years + 1 year. ### Lot Information Delivery of off the job training and assessment of the vocational qualification for construction building, civil engineering and construction specialist frameworks including if necessary and the enhanced technical HNC and NC pathway. A restricted tender process was carried out and went live in November 2024. Options: This Contract is for an initial period from contract signature until 3 years following completion of delivery and installation. The contract has an optional 2 extension years for service and maintenance, and consumables. The total contract value of PS658,756 excluding VAT includes the optional 2 extension years for service and maintenance, as well as a total amount of PS332,500 excluding VAT for consumables over the total life of the contract (including the optional extension years). Please note this amount for consumables is provisional and not guaranteed. The museum makes no guarantee to minimum spend or order quantity for consumables over the life of the contract. Renewal: A retender will take place on year 4 or additional year 1. Lot 2 - Student OH Service and Student vaccination programme (Faculty of Health and Faculty of Life Sciences (Clinical Sciences) ) Student OH Service and Student vaccination programme (Faculty of Health and Faculty of Life Sciences (Clinical Sciences) ) Renewal: 12 + 12 months Lot 3 - Delivery ONLY of the On the Job Assessment of the Scottish Vocation Qualification (SVQ) for SCQF 6 Technical Frameworks Lot 3 - Delivery ONLY of the On the Job Assessment of the Scottish Vocation Qualification (SVQ) for SCQF 6 Technical Frameworks Renewal: The contract is for 4 years with the option of 4 x 12 month extensions. Lot 4 - Delivery ONLY of the Off the Job Training of the enhanced Technical HNC or NC pathway qualification (HNC or NC) for SCQF 6 Technical Frameworks Lot 4 - Delivery ONLY of the Off the Job Training of the enhanced Technical HNC or NC pathway qualification (HNC or NC) for SCQF 6 Technical Frameworks Renewal: The contract is for 4 years with the option of 4 x 12 month extensions. Lot 1a Staff Occupational Health Service Lot 1a Staff Occupational Health Services to include Health Surveillance (OHS). Renewal: Optional 12+12 months Lot 1b Staff Employee Assistance Programme (EAP). Staff Employee Assistance Programme (EAP) Renewal: 12 +12 months ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/054393-2026 | | Notice type | Tender Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Restricted procedure | | Tender suitability | Not specified | | Awardee scale | Large, SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 9 Jun 2026 | | Submission deadline | 18 Mar 2025 | | Future notice date | Not specified | | Award date | 1 Jan 2024 | | Contract period | 2 Jan 2025 - 1 Jan 2028 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £210,000 | | Lots value | £850,000 | | Awards value | Not specified | | Contracts value | £59,244,619 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Cancelled | | Awards status | Active, Unsuccessful | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | HOUSING 21 | | Additional buyers | CONSTRUCTION INDUSTRY TRAINING B; CONSTRUCTION INDUSTRY TRAINING BOARD; FLAGSHIP HOUSING GROUP; IMPERIAL WAR MUSEUMS; LONDON LEGACY DEVELOPMENT CORPORATION; MAYOR'S OFFICE FOR POLICING AND CRIME; MILTON KEYNES COUNCIL; NATURAL HISTORY MUSEUM; NORTHUMBRIA UNIVERSITY; OLD OAK AND PARK ROYAL DEVELOPMENT CORPORATION (OPDC); UNIVERSITY OF BRADFORD | | Locality | MILTON KEYNES | | Post town | Milton Keynes | | Postcode | MK9 3EJ | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG31 Birmingham | | Local authority | Birmingham | | Electoral ward | Ladywood | | Westminster constituency | Birmingham Ladywood | | Delivery location | TLC North East (England), TLD North West (England), TLE41 Bradford, TLF East Midlands (England), TLG West Midlands (England), TLG13 Warwickshire CC, TLH East (England), TLH12 Cambridgeshire CC, TLI4 Inner London - East, TLJ South East (England), TLK South West (England), TLM Scotland | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 29 | | Supplier names | APPELLO CARELINE; ARGYLL COLLEGE; AYRSHIRE COLLEGE; BOOK-O-TEL; BORDERS COLLEGE; CITY OF GLASGOW COLLEGE CATHEDRAL STREET CAMPUS; COMPETENCE MATTER; DUMFRIES AND GALLOWAY COLLEGE; DUNDEE AND ANGUS COLLEGE; EDINBURGH COLLEGE; ELEMENT BIOSCIENCES NETHERLANDS; GLASGOW CLYDE COLLEGE; GLASGOW KELVIN COLLEGE; HERITAGE HEALTHCARE MILTON KEYNES; HISTORIC ENVIRONMENT SCOTLAND; INSTITUTE FOR EMPLOYMENT STUDIES; NEW COLLEGE LANARKSHIRE; ORKNEY ISLANDS COUNCIL (UHI ORKNEY; PERTH COLLEGE; PYE TAIT; REED SPECIALIST RECRUITMENT; SHETLAND UHI; SOUTH LANARKSHIRE COLLEGE; SPIRE OCCUPATIONAL HEALTH; UHI MORAY COLLEGE; UHI NORTH, WEST AND HEBRIDES; WASSERMAN EMEA; WEST COLLEGE SCOTLAND; WEST LOTHIAN COLLEGE | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security - 80 - Education and training services - 85 - Health and social work services ### Codes - 79512000 - Call centre - 79952000 - Event services - 79952100 - Cultural event organisation services - 80000000 - Education and training services - 85147000 - Company health services ## Release History - 9 Jun 2026 at 14:41 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/054393-2026 - 10 Oct 2025 at 15:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/064325-2025 - 24 Jun 2025 at 18:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/034872-2025 - 16 Apr 2025 at 13:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/015577-2025 - 10 Apr 2025 at 18:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/014412-2025 - 11 Feb 2025 at 16:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/004608-2025 - 29 Nov 2024 at 16:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/038662-2024 - 26 Nov 2024 at 10:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/038105-2024 - 22 Nov 2024 at 14:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/037835-2024 - 21 Nov 2024 at 19:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/037742-2024 - 15 Nov 2024 at 12:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/036998-2024 - 14 Nov 2024 at 10:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/036805-2024 - 8 Nov 2024 at 12:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/036234-2024 - 28 Oct 2024 at 12:05 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/034840-2024 - 26 Sep 2024 at 18:05 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/030881-2024 - 23 Sep 2024 at 09:05 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/030278-2024 - 19 Sep 2024 at 11:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/029992-2024 - 30 Aug 2024 at 09:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/027695-2024 - 25 Jul 2024 at 15:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023281-2024 - 25 Jul 2024 at 15:05 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023280-2024 - 16 Jul 2024 at 11:05 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/021792-2024 - 27 Mar 2024 at 16:05 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/010110-2024 - 1 Jan 2024 at 07:06 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/000001-2024 ## Notice URLs - http://WWW.CITB.CO.UK - http://www.bradford.ac.uk - http://www.citb.co.uk - http://www.housing21.co.uk - http://www.iwm.org.uk - http://www.london.gov.uk/programmes-strategies/mayors-office-policing-and-crime-mopac - http://www.milton-keynes.gov.uk - http://www.northumbria.ac.uk - https://citb.co.uk - https://forms.office.com/e/kX6zxwjXQx - https://heritagehealthcare.co.uk/milton-keynes/ - https://ted.europa.eu/udl?uri=TED:NOTICE:068874-2020:TEXT:EN:HTML - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=890837026 - https://www.delta-esourcing.com/respond/XVT34Z8334 - https://www.delta-esourcing.com/respond/Z8Q8K364MP - https://www.delta-esourcing.com/respond/Z9W3EB4C65 - https://www.delta-esourcing.com/tenders/UK-London:-Health-and-social-work-services./Z9W3EB4C65 - https://www.delta-esourcing.com/tenders/UK-UK-Birmingham:-Call-centre./XVS8E57444 - https://www.delta-esourcing.com/tenders/UK-UK-Bradford:-Company-health-services./S6N5AF28HT - https://www.delta-esourcing.com/tenders/UK-UK-King%27s-Lynn:-Recruitment-services./GJ9GGDDJSQ - https://www.delta-esourcing.com/tenders/UK-UK-London:-Business-services:-law%2C-marketing%2C-consulting%2C-recruitment%2C-printing-and-security./986S2C2G37 - https://www.delta-esourcing.com/tenders/UK-UK-London:-Cultural-event-organisation-services./PQRE6C3748 - https://www.delta-esourcing.com/tenders/UK-UK-London:-Health-and-social-work-services./Z9W3EB4C65 - https://www.delta-esourcing.com/tenders/UK-UK-London:-Laboratory%2C-optical-and-precision-equipments-%28excl.-glasses%29./7UJD6BC42G - https://www.delta-esourcing.com/tenders/UK-UK-London:-Urban-development-construction-work./Z8Q8K364MP - https://www.delta-esourcing.com/tenders/UK-UK-Norwich:-Asbestos-removal-work./XVT34Z8334 - https://www.delta-esourcing.com/tenders/UK-UK-Peterborough:-Education-and-training-services./GJPE597737 - https://www.delta-esourcing.com/tenders/UK-title/U63NDG569C - https://www.flagship-group.co.uk/ - https://www.housing21.org.uk - https://www.london.gov.uk/about-us/organisations-we-work/old-oak-and-park-royal-development-corporation-opdc?source=vanityurl - https://www.nhm.ac.uk/ - https://www.queenelizabetholympicpark.co.uk/ ## 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-042a33. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-042a33.json.