---
title: "Out of Hours Contact Centre Service"
ocid: "ocds-h6vhtk-05f4dc"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05f4dc"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05f4dc.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05f4dc.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE GUINNESS PARTNERSHIP LIMITED"
published: "2026-04-15"
---

# Out of Hours Contact Centre Service

Buyer: THE GUINNESS PARTNERSHIP LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-05f4dc

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05f4dc.json)

## Summary

The Guinness Partnership Limited has awarded a contract for an Out of Hours Contact Centre Service, valued at £805,000, to Care Quality Services Limited. The procurement process followed an open procedure and is classified as a service under the telephone-answering services category. The contract covers locations across the United Kingdom, including regions such as UKC, UKD, and UKI, with the service expected to include telephonic support 24/7/365, specifically outside of regular operating hours. The award status is pending as of 15 April 2026, with the contract scheduled to commence on 1 July 2026 and have the potential for a three-year extension. The procurement stage is complete and adhered to the legal basis outlined under the UKPGA 2023/54.

This tender offers substantial opportunities for business growth, particularly for companies specialising in telecommunication services and 24/7 customer support operations. The contract's requirements align well with large-scale organisations capable of handling significant call volumes across diverse communication channels. Moreover, the minimum turnover and financial health criteria set forth by Guinness suggest that established businesses with proven operational efficiency would be well-suited to compete for similar future contracts. Such contracts can lead to sustained business expansion due to the possibility of contract extensions and adaptations depending on service improvements and changes in operational hours within Guinness's facilities.

## Notice

The Guinness Partnership Limited (Guinness) and all of our subsidiaries have a requirement for a supplier to provide a contact centre service outside of the operating hours of our in house contact centre. The service is required to offer our residents 24/7/365 access to a telephone service in an emergency situation with immediate risk to health and safety. The out of hours service is required during the hours of 8pm to 8am Monday to Friday and from 8pm on Friday through to 8am on Monday and includes all public holidays. The supplier will also be required to provide cover during normal working hours in the event that Guinness are unable to take calls. It is possible during the contract that the supplier will be expected to use other forms of communication for example email and web chat

### Lot Information

Lot 1

Options: Other forms of communication may be introduced during the contract term, for example email and web chat. The hours of operation could be extended should the hours of operation of the in house contact centre change.

Renewal: The contract may be extended by up to three years which may be taken in full or as single annual extensions. Guinness give no guarantee that the contract will be extended.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/034200-2026 |
| 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 | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Apr 2026 |
| Submission deadline | 19 Jan 2026 |
| Future notice date | Not specified |
| Award date | 14 Apr 2026 |
| Contract period | 30 Jun 2026 - 30 Jun 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,104,250 |
| Lots value | £1,104,250 |
| Awards value | £805,000 |
| 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 | THE GUINNESS PARTNERSHIP LIMITED |
| Locality | LONDON |
| Post town | North West London |
| Postcode | NW1 3AX |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI36 Camden |
| Local authority | Camden |
| Electoral ward | Regent's Park |
| Westminster constituency | Holborn and St Pancras |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CARE QUALITY SERVICES |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79510000 - Telephone-answering services

## Release History

- 15 Apr 2026 at 12:27 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/034200-2026
- 12 Dec 2025 at 13:37 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/082491-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/034200-2026
  15th April 2026 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/082491-2025
  12th December 2025 - Tender notice on Find a Tender

## Notice URLs

- https://first-call-comms.co.uk/
- https://supplierlive.proactisp2p.com/Account/Login
- 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-05f4dc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05f4dc.json.