--- title: "Provision of Contact Centre Services to the Legal Aid Agency" ocid: "ocds-h6vhtk-0524f0" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0524f0" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0524f0.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0524f0.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "LEGAL AID AGENCY" published: "2026-03-27" --- # Provision of Contact Centre Services to the Legal Aid Agency Buyer: LEGAL AID AGENCY Current stage: Planning OCID: ocds-h6vhtk-0524f0 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0524f0) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0524f0.json) ## Summary The Legal Aid Agency, based in London, is planning a new procurement opportunity for the Provision of Contact Centre Services. This tender, under the Outsourced Services Framework (RM6295), targets suppliers from Lot 1 (Citizen Experience) and focuses on the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). These services are critical for managing client legal enquiries and facilitating access to free legal advice in police custody across England and Wales. The current stage of procurement is planning, with a notable market engagement session scheduled on 15 April 2026, and the deadline for participation set for 28 April 2026. Critical dates include potential communication for future notices on 1 July 2026, with the contract period commencing on 1 November 2027 and potentially extending to 31 October 2031. This tender represents a significant opportunity for businesses specialising in legal, customer, or call centre services, with a gross contract value of £29.28 million. It is particularly suitable for SMEs and VCSEs, given the procurement method excludes any special regimes. Businesses equipped with the expertise to handle legal advice services and manage client experiences will find this contract highly lucrative. By participating in this tender, companies can not only secure a long-term partnership with a central government agency but also expand their portfolio and footprint across multiple UK regions. The tender process emphasises collaboration and efficiency, prompting interested organisations to leverage their capabilities in delivering high-quality customer service solutions within the legal domain. ## Notice The Legal Aid Agency ("LAA") is inviting Tenders from Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) for contracts to deliver the LAA Contact Centre Services which comprise the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS). The DSCC service manages the logging, identification and deployment of defence solicitors to provide free legal advice to clients detained in police custody in England and Wales. The CLAOS is a call centre service that assesses whether a client's legal issue is in scope of legal aid and whether they are financially eligible. If they are eligible, it refers the client to specialist advice provided through legal aid or, if not, directs clients to alternative sources of help and assistance. ### Planning Information Market Engagement to be held on 15/04/2026 and will be open only for suppliers on Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) only. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/028308-2026 | | Notice type | UK2 - Preliminary Market Engagement Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Mar 2026 | | Submission deadline | Not specified | | Future notice date | 1 Jul 2026 | | Award date | Not specified | | Contract period | 1 Nov 2027 - 31 Oct 2030 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £24,400,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LEGAL AID AGENCY | | Locality | LONDON | | Post town | South West London | | Postcode | SW1H 9AJ | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | Westminster | | Electoral ward | St James's | | Westminster constituency | Cities of London and Westminster | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79100000 - Legal services - 79342300 - Customer services - 79512000 - Call centre ## Release History - 27 Mar 2026 at 09:54 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/028308-2026 - 20 Mar 2026 at 15:40 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/025912-2026 - 20 Mar 2026 at 14:55 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/025857-2026 - 7 Nov 2025 at 16:26 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/072180-2025 - 15 Oct 2025 at 12:15 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/065579-2025 - 14 Oct 2025 at 15:00 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/065301-2025 - 26 Jun 2025 at 09:35 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/035306-2025 - 25 Jun 2025 at 14:25 - PlanningUpdate - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/035148-2025 - 23 May 2025 at 16:37 - Planning - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/027085-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/028308-2026 27th March 2026 - Preliminary market engagement notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/025912-2026 20th March 2026 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/025857-2026 20th March 2026 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/072180-2025 7th November 2025 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/065579-2025 15th October 2025 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/065301-2025 14th October 2025 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/035306-2025 26th June 2025 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/035148-2025 25th June 2025 - Pipeline notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/027085-2025 23rd May 2025 - Pipeline notice on Find a Tender ## Notice URLs - https://www.gov.uk/government/organisations/legal-aid-agency - https://www.legislation.gov.uk/ukpga/2023/54/contents ## 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-0524f0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0524f0.json.