---
title: "Provision of Out of Hours and Community Alarm Telephone Answering Service"
ocid: "ocds-h6vhtk-059964"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-059964"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-059964.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-059964.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "ATEB HOUSING GROUP LTD"
published: "2025-11-07"
---

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

Buyer: ATEB HOUSING GROUP LTD  
Current stage: Award  
OCID: ocds-h6vhtk-059964

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## Summary

The public procurement process led by ateb Housing Group Ltd involves the "Provision of Out of Hours and Community Alarm Telephone Answering Service" for properties in Pembrokeshire and Carmarthenshire, United Kingdom. This industry category falls under telecommunications and customer services. The buyer, ateb Housing Group Ltd, sought to contract out two crucial services, namely the out-of-hours telephone service and a 24-hour community alarm service. The procurement process followed an open competition method and recently reached the award stage, with the contract being awarded to Galw Gofal - Conwy County Council on 7th November 2025. The contracting phase will commence on 1st April 2026 and extend until 31st March 2031, with potential renewals extending to 2033.

This contract offers significant opportunities for businesses specialising in customer services, telecommunications, and emergency support. The ideal candidates for such tenders are firms that have experience in providing robust telecommunication services that operate around the clock, particularly those familiar with Tunstall systems used in independent living facilities. Given the procurement method's open competition approach, SMEs (Small and Medium Enterprises) with relevant capabilities were encouraged to participate, providing growth prospects in long-term service provision for housing associations. The contract valued at £286,484 could enhance the winning supplier's portfolio in this sector.

## 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/071960-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Below threshold - open competition |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Nov 2025 |
| Submission deadline | 17 Oct 2025 |
| Future notice date | Not specified |
| Award date | 7 Nov 2025 |
| Contract period | 31 Mar 2026 - 31 Mar 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £86,010 |
| Lots value | £86,010 |
| Awards value | £286,484 |
| Contracts value | Not specified |

## Status

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

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | GALW GOFAL - CONWY COUNTY COUNCIL |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 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

- 32500000 - Telecommunications equipment and supplies
- 48445000 - Customer Relation Management software package
- 64000000 - Postal and telecommunications services
- 64200000 - Telecommunications services
- 71000000 - Architectural, construction, engineering and inspection services
- 71200000 - Architectural and related services
- 79340000 - Advertising and marketing services
- 79342000 - Marketing services
- 79342300 - Customer services

## Release History

- 7 Nov 2025 at 11:35 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/071960-2025
- 12 Sep 2025 at 11:46 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/056174-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/071960-2025
  7th November 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/056174-2025
  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-059964. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-059964.json.