---
title: "Provision of Independent Complaint Officers Framework"
ocid: "ocds-h6vhtk-04e674"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04e674"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e674.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04e674.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "HULL CITY COUNCIL"
published: "2025-05-30"
---

# Provision of Independent Complaint Officers Framework

Buyer: HULL CITY COUNCIL  
Current stage: Award  
OCID: ocds-h6vhtk-04e674

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## Summary

Hull City Council has concluded the procurement process for the provision of Independent Complaint Officers, achieving a complete status in awarding contracts through an open procedure. This tender pertains to social work and related services, specifically focusing on providing independent and objective investigations into complaints under the Children Act 1989. The contract covers services from 1st September 2025 to 31st August 2029, with an optional extension of up to two additional 12-month periods. The annual estimated contract value is £60,000, culminating in a total of £360,000, and it includes procurement via an open procedure allowing electronic submissions. This contract falls under the jurisdiction of the council's regional authority, located in Hull, UK.

This procurement presents growth opportunities for businesses specialising in social work services, including welfare services for children and young people, due to its long-term engagement and significant financial scope. Small and medium-sized enterprises (SMEs) with expertise in handling sensitive investigations and providing high-quality, evidence-based reports are well-suited to benefit. Winning suppliers such as Choices and Voices Care LTD, Coram, and RRC underscore the opportunity for firms adept in providing child-focused social care services to expand their footprint in the public sector, leveraging their capabilities in both quality and value. The framework agreement also offers potential extensibility, further amplifying the opportunity for sustained business growth.

## Notice

Hull City Council (The Authority) has awarded three contracts to tenders from interested organisations to provide Independent Complaint Officers services. The tender was completed as an open procedure consisting of a one stage process. The contract is anticipated to commence 1st September 2025 ending by 31st August 2029 with an option to extend for a period of 2 x 12 month periods. The Authority has estimated the value of the Services to be PS60,000 per annum with the total contract value been PS360,000.00.

### Lot Information

Lot 1

The Children Act 1989 requires Councils, which provide children's services, to set up a three stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available. The key elements of the Independent Complaints Officer Service are to provide: * an independent and objective view about the investigation of complaints. * highly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families. * a provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated * Sensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information. * Produce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint. * Undertake investigation within the statutory timescales. * Attend Stage 3 review panels if appropriate * relevant opinions based on specialist skills, knowledge and awareness that they have in respect of the presenting complaint. * assurance that the young person is at the heart of every decision taken. * assurance that the investigation is conducted in accordance with 'Getting the Best from Complaints' Social Care Complaints and Representations for Children, Young People and Others. * Assurance that all participants are treated with respect throughout the process.

Options: Option to extend 2 x 12 month periods at the sole discretion of the Authority.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/028769-2025 |
| Notice type | Tender Notice |
| Procurement type | Framework |
| 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 | 30 May 2025 |
| Submission deadline | 24 Feb 2025 |
| Future notice date | Not specified |
| Award date | 14 May 2025 |
| Contract period | 31 Aug 2025 - 31 Aug 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £240,000 |
| Lots value | £240,000 |
| Awards value | Not specified |
| Contracts value | £20,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HULL CITY COUNCIL |
| Locality | HULL |
| Post town | Hull |
| Postcode | HU1 2AA |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE1 East Yorkshire and Northern Lincolnshire |
| ITL 3 | TLE11 Kingston upon Hull, City of |
| Local authority | Kingston upon Hull, City of |
| Electoral ward | St Andrew's & Docklands |
| Westminster constituency | Kingston upon Hull West and Haltemprice |
| Delivery location | TLE11 Kingston upon Hull, City of |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 3 |
| Supplier names | CHOICES AND VOICES CARE; CORAM; RRC |

## CPV Codes

### Divisions

- 85 - Health and social work services
- 98 - Other community, social and personal services

### Codes

- 85300000 - Social work and related services
- 85310000 - Social work services
- 85311300 - Welfare services for children and young people
- 98000000 - Other community, social and personal services

## Release History

- 30 May 2025 at 11:47 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/028769-2025
- 4 Mar 2025 at 13:25 - TenderUpdate - Tender Notice - https://www.find-tender.service.gov.uk/Notice/007843-2025
- 21 Feb 2025 at 13:01 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006719-2025

## Notice URLs

- https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=90374&B=UK
- https://www.hull.gov.uk/
- https://yortender.eu-supply.com/ctm/Company/CompanyInformation/Index/104102

## 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-04e674. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04e674.json.