---
title: "Provision of Out of Hours and Community Alarm Telephone Answering Service"
ocid: "ocds-h6vhtk-059963"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-059963"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-059963.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-059963.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "ATEB HOUSING GROUP LTD"
published: "2025-09-12"
---

# Provision of Out of Hours and Community Alarm Telephone Answering Service

Buyer: ATEB HOUSING GROUP LTD  
Current stage: Tender  
OCID: ocds-h6vhtk-059963

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-059963.json)

## Summary

The procurement process for the "Provision of Out of Hours and Community Alarm Telephone Answering Service" is being managed by ateb Housing Group Ltd, based in Haverfordwest, United Kingdom. This tender falls under the services category and covers regions in Pembrokeshire and Carmarthenshire. The process is currently at the tender stage with a submission deadline set for 17th October 2025 and an enquiry period closing on 10th October 2025. The procurement method is open competition and is considered below threshold. The contract period will commence on 5th January 2026 and is initially set to last until 5th January 2031, with a potential for renewal for an additional two years.

This tender offers significant opportunities for businesses specialising in emergency response services, telecommunication services, and customer relation management solutions. Companies with strong capabilities in managing emergency alarms and providing around-the-clock telephone answering support are well-suited to compete for this contract. Additionally, businesses that can provide integrated software solutions compatible with existing systems, such as those from Tunstall, will have an advantage. With an emphasis on both price and quality, there is a considerable opportunity for Small and Medium-sized Enterprises (SMEs) and Voluntary, Community and Social Enterprises (VCSEs) to contribute innovative solutions and compete effectively in delivering these essential services.

## Notice

ateb owns and manages just over 3,000 homes in Pembrokeshire and Carmarthenshire. Our homes include a mix of houses and flats for single people and families as well as Supported and Independent Living accommodation. ateb are looking to contract out two key services for dealing with emergencies related to property and to the support of some of our most vulnerable Customers. ateb would like to contract out our emergency 'out of hours' telephone service to a contractor with appropriate experience. We expect the contractor to be able to offer a service 365 days a year when our offices are closed, to take calls and then, if necessary, to contact our own plumbers and electricians as well as specialist contractors to carry out any required emergency repairs. We are also looking to contract out the 24-hour community alarm service which is currently offered to approximately 550 older and disabled tenants. This service operates 24 hours a day 365 days a year and enables customers to get help when they raise the alarm in an emergency. Some services are provided through ateb's Independent Living Team (extra care and sheltered homes) and some are provided to customers dispersed across the association's general needs properties. We currently offer an out of hours service using our own staff operating a rota service to respond to calls, and existing heating and plumbing engineers, as well as external contractors to carry out emergency repairs. We currently use a contractor for our community alarm scheme for handling emergencies for our older and disabled customers. The contractor will need to have the relevant software and systems to connect with and receive calls from the current Tunstall systems (and any other provider should the systems be changed during the contract) installed in the Independent Living properties and for the dispersed alarms provision. We are ideally looking to contract out both services to one contractor.

### Lot Information

Lot 1

Renewal: 2 years (12 months + 12 months respectively)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/056173-2025 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Below threshold - open competition |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 12 Sep 2025 |
| Submission deadline | 17 Oct 2025 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 5 Jan 2026 - 5 Jan 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £86,010 |
| Lots value | £86,010 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ATEB HOUSING GROUP LTD |
| Locality | HAVERFORDWEST |
| Post town | Swansea |
| Postcode | SA61 1QP |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL4 Mid and South West Wales |
| ITL 3 | TLL42 South West Wales |
| Local authority | Pembrokeshire |
| Electoral ward | Haverfordwest: Castle |
| Westminster constituency | Mid and South Pembrokeshire |
| Delivery location | TLL14 South West Wales |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 64 - Postal and telecommunications services
- 71 - Architectural, construction, engineering and inspection services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 48445000 - Customer Relation Management software package
- 64000000 - Postal and telecommunications services
- 71000000 - Architectural, construction, engineering and inspection services
- 71200000 - Architectural and related services
- 79340000 - Advertising and marketing services
- 79342000 - Marketing services

## Release History

- 12 Sep 2025 at 11:44 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/056173-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/056173-2025
  12th September 2025 - Tender notice on Find a Tender

## Notice URLs

- https://etenderwales.bravosolution.co.uk
- https://etenderwales.bravosolution.co.ukitt_119495
- https://www.atebgroup.co.uk/
- 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-059963. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-059963.json.