---
title: "Contact Centre Management System"
ocid: "ocds-h6vhtk-04e4ba"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e4ba"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e4ba.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e4ba.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "LEEDS FEDERATED HOUSING ASSOCIATION LTD"
published: "2026-01-05"
---

# Contact Centre Management System

Buyer: LEEDS FEDERATED HOUSING ASSOCIATION LTD  
Current stage: Award  
OCID: ocds-h6vhtk-04e4ba

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## Summary

Leeds Federated Housing Association Ltd recently concluded the award phase for their public procurement titled "Contact Centre Management System" in the telecommunications services industry category. Based in Leeds, UK, the association aims to enhance their customer service operations with an advanced contact centre management system capable of handling both inbound and outbound communications for up to 50 users, supporting a blend of VOIP, desktop, and mobile solutions. The final contract, valued at GBP 350,000, was awarded to IP Exchange Limited, following an open procedure. The request for tender began in February 2025, with the timeline reflecting a series of deadline adjustments to accommodate various needs, culminating in a contract signed in October 2025.

This procurement offers a significant opportunity for businesses in the telecommunications and IT services sectors, particularly those focused on providing innovative contact management solutions. Small and medium-sized enterprises (SMEs) have shown considerable interest and competitiveness, as evidenced by 21 bid submissions solely from SMEs, highlighting the potential for these businesses to leverage such public sector opportunities for growth. Companies that specialise in flexible and scalable communication platforms, particularly those providing VOIP and integrated telecommunication services, would be ideally positioned to compete and fulfil such contracts, fostering further business development.

## Notice

Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.

### Lot Information

Lot 1

Leeds Federated is seeking to appoint a suitably skilled and experienced contact centre management system provider to supply and maintain an effective inbound and outbound communications platform. Leeds Federated currently have a small but growing Customer Service team with 12 users including operatives, staff with supervisory system access, and a contact centre manager. In addition to the core customer contact centre, Staff in the Leeds Federated Income team, and Neighbourhood team require access to a system which also allows for incoming and outgoing call management. In line with current and future requirements over the next three years, Leeds Federated is seeking a contract management system with the ability to service up to 50 users concurrently via VOIP, ideally via a desktop platform in addition to a mobile solution. Leeds Federated are seeking to appoint a partner that can meet current and future requirements in terms of providing a leading customer contact solution for both inbound and outbound communication primarily in terms of voice calls, but also via alternative media. Leeds Federated understand that an effective contact management platform has the ability to add significant value to the levels of customer service offered, and as such is seeking a solution that is simple to use, intuitive, and offers high levels of statistical insight, both in terms of customer contact, but also operative behaviour. Further details are contained within the tender documents.

Renewal: Contract is being let on an initial three-year basis, with options to extend by 2 further two-year periods. Anticipated renewal will be 2032

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/000230-2026 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Jan 2026 |
| Submission deadline | 26 Mar 2025 |
| Future notice date | Not specified |
| Award date | 30 Sep 2025 |
| Contract period | Not specified |
| Recurrence | This contract is likely to be re procured in 2032 providing all extension options are taken. |

## Values

| Field | Value |
| --- | --- |
| Tender value | £420,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £350,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LEEDS FEDERATED HOUSING ASSOCIATION LTD |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS3 1HS |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Little London & Woodhouse |
| Westminster constituency | Leeds Central and Headingley |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IP EXCHANGE |

## CPV Codes

### Divisions

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

### Codes

- 64200000 - Telecommunications services
- 64214000 - Dedicated-business telephone network services
- 64214200 - Telephone switchboard services
- 64215000 - IP telephone services
- 64227000 - Integrated telecommunications services
- 79511000 - Telephone operator services

## Release History

- 5 Jan 2026 at 11:38 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/000230-2026
- 24 Mar 2025 at 11:47 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006108-2025
- 24 Mar 2025 at 11:47 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/010870-2025
- 24 Mar 2025 at 11:46 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/010867-2025
- 18 Mar 2025 at 15:19 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/009951-2025

## Notice URLs

- http://www.lfha.co.uk
- http://www.mytenders.co.uk
- https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
- https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA40689

## 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-04e4ba. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e4ba.json.