---
title: "PAN3048 - Emergency Repairs Call Handling Service"
ocid: "ocds-h6vhtk-046ea5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-046ea5"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-046ea5.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-046ea5.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "LEICESTER CITY COUNCIL"
published: "2024-10-07"
---

# PAN3048 - Emergency Repairs Call Handling Service

Buyer: LEICESTER CITY COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-046ea5

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## Summary

Leicester City Council has awarded a contract for the Emergency Repairs Call Handling Service to Pinnacle Housing Limited. The procurement falls under the real estate services category and covers the UKF region. The procurement method was an open procedure in accordance with Regulation 27 of the Public Contracts Regulations 2015. Key dates include a contract signing date of 19 August 2024, and the contract is set to commence on 1 December 2024, with a three-year term and the option to extend for an additional two years. The tender process emphasised quality at 60% and price at 40%, reflecting the Council's priority on service excellence for handling emergency repairs calls for over 19,500 properties.

This tender represents a significant opportunity for businesses involved in call handling and repair coordination, particularly those with experience in the housing sector. The contract, valued at £301,596, will allow the awarded business to manage substantial repair call volumes and coordinate effectively with Leicester City Council's internal team and contractors. Small and large firms adept at managing high-volume, time-sensitive service calls and employing innovative IT solutions for job management are well-suited for such tenders. This contract offers the opportunity to build a long-term relationship with a major local authority and expand service portfolios within the public sector.

## Notice

Emergency Repairs Call Handling Service

### Lot Information

Lot 1

The Housing Division within Leicester City Council manages just over 19,500 properties and we are the largest landlord in the City. These properties are a mix of houses, bedsits, bungalows, flats, maisonettes and sheltered accommodation. Each year, we complete approximately 130,000 responsive repairs during normal working hours, and those repairs are carried out by around 300 craft operatives. Outside of normal working hours, we provide an emergency repairs service to our tenants, who can report emergency repairs via a published emergency repairs telephone line. Most of these repairs are carried out by our own staff, a small number of whom participate on an emergency repairs rota, but we also use a small number of contractors for more specialist repairs. The services required are the handling of all of the Authority's Housing Divisions emergency repairs calls received on the tenant's emergency repairs telephone number. The Service Provider will be required to identify genuine emergency calls, log an emergency repair job on the Authority's IT system, and issue the job to an Emergency Repair Operative using the Authority's work scheduling system, following the required operational procedures. Average annual call volumes are 18,000 calls received with 9,600 calls requiring an emergency repairs job to be raised and issued to an operative. The proposed Contract will be for three years with an option to extend for a period or periods totalling no more than a further two years. We anticipate awarding to a single Service Provider

Renewal: Option to extend for a further two years (1+1) subject to performance.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/031992-2024 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Oct 2024 |
| Submission deadline | 10 Jul 2024 |
| Future notice date | Not specified |
| Award date | 18 Aug 2024 |
| Contract period | 1 Dec 2024 - 30 Nov 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | £300,000 |
| Awards value | Not specified |
| Contracts value | £301,596 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LEICESTER CITY COUNCIL |
| Locality | LEICESTER |
| Post town | Leicester |
| Postcode | LE1 1FZ |
| Country | England |
| ITL 1 | TLF East Midlands (England) |
| ITL 2 | TLF2 Leicestershire, Rutland and Northamptonshire |
| ITL 3 | TLF21 Leicester |
| Local authority | Leicester |
| Electoral ward | Castle |
| Westminster constituency | Leicester South |
| Delivery location | TLF East Midlands (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | PINNACLE HOUSING |

## CPV Codes

### Divisions

- 70 - Real estate services

### Codes

- 70000000 - Real estate services

## Release History

- 7 Oct 2024 at 06:46 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/031992-2024
- 11 Jun 2024 at 06:56 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/017944-2024
- 10 Jun 2024 at 13:15 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/017865-2024

## Notice URLs

- http://www.leicester.gov.uk
- https://procontract.due-north.com/Advert/Index?advertId=054d2252-2427-ef11-812c-005056b64545

## 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-046ea5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-046ea5.json.