--- title: "Out of Hours Call Handling Service - 00267-CX" ocid: "ocds-h6vhtk-05ddca" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05ddca" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05ddca.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05ddca.json" source: "Find A Tender Service" current_stage: "Award" buyer: "STONEWATER LTD" published: "2026-02-25" --- # Out of Hours Call Handling Service - 00267-CX Buyer: STONEWATER LTD Current stage: Award OCID: ocds-h6vhtk-05ddca [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05ddca) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05ddca.json) ## Summary The procurement process led by Stonewater Ltd, a sub-central government public authority based in Leicester, involves an "Out of Hours Call Handling Service" titled "00267-CX" intended for their Customer Service Centre. Targeting the services industry, specifically telephone-answering and call centre operations, this procurement is set in the United Kingdom. The process followed an open procurement method and has completed the award stage as of 25th February 2026. The procurement covers a contract period from 1st April 2026 to 31st March 2029, with a potential renewal for an additional two years. Key dates included the standstill period ending on 6th March 2026 and a future contract signature scheduled for 19th March 2026. The procurement has resulted in an award to SPS Doorguard Ltd, securing a contract valued at £260,000 GBP. This tender presents significant growth opportunities for call handling service providers, particularly those adept at managing emergency situations outside of regular business hours. It is best suited to businesses skilled in customer service within the housing sector, and those that meet the criteria of a small or medium enterprise (SME) are particularly encouraged to compete. The emphasis on changes introduced by regulations, such as Awaabs and HHSRS, underscores the need for providers with expertise and adaptability in housing repairs management. The open procedure offers transparency and a broad competitive space, appealing to firms that can provide high-quality service evaluated on both price and quality, with a significant weight on delivering premium customer care. ## Notice Stonewater's Customer Service Centre (CSC) provides a customer focused and efficient service, receiving and processing a wide range of housing enquires including the following distinct service areas: *Repairs and Maintenance (including estate services) *Neighbourhood Management *Tenancy Management *Income Management *Antisocial Behaviour *Complaints *Home Ownership The CSC is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the CSC's opening hours. Stonewater are looking for a service provider that can supply their out of hours customer service outside its core hours and when needed outside of these times. Stonewater are looking for the service provider to provide the service with agents that have excellent customer service skills and well trained in housing repairs with significant importance to changes introduced by Awaabs and HHSRS To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1017089864 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/016755-2026 | | Notice type | UK6 - Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 25 Feb 2026 | | Submission deadline | 12 Dec 2025 | | Future notice date | Not specified | | Award date | 10 Feb 2026 | | Contract period | 31 Mar 2026 - 31 Mar 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £260,000 | | Lots value | £260,000 | | Awards value | £260,000 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Pending | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | STONEWATER LTD | | Locality | LEICESTER | | Post town | Leicester | | Postcode | LE8 6EP | | Country | England | | ITL 1 | TLF East Midlands (England) | | ITL 2 | TLF2 Leicestershire, Rutland and Northamptonshire | | ITL 3 | TLF22 Leicestershire CC and Rutland | | Local authority | Blaby | | Electoral ward | North Whetstone | | Westminster constituency | South Leicestershire | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | SPS DOORGUARD | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79510000 - Telephone-answering services - 79512000 - Call centre ## Release History - 25 Feb 2026 at 10:06 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/016755-2026 - 10 Nov 2025 at 14:05 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/072442-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/016755-2026 25th February 2026 - Contract award notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/072442-2025 10th November 2025 - Tender notice on Find a Tender ## Notice URLs - https://www.delta-esourcing.com/delta - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=1017089864 - 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-05ddca. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05ddca.json.