---
title: "Out Of Hours Call Handling for Sheltered Housing sites"
ocid: "ocds-h6vhtk-064d3d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-064d3d"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-064d3d.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-064d3d.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "BRUNELCARE"
published: "2026-02-10"
---

# Out Of Hours Call Handling for Sheltered Housing sites

Buyer: BRUNELCARE  
Current stage: Tender  
OCID: ocds-h6vhtk-064d3d

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## Summary

The procurement process initiated by BRUNELCARE involves an open tender for providing Out Of Hours Call Handling services for sheltered housing sites in Bristol, under the category of telephone-answering services. This service is crucial for ensuring support and safety for vulnerable residents outside regular office hours. The tender is at the active stage and will close for inquiries on 18 February 2026, with final submissions due by 9 March 2026. The contract has an estimated value of £200,000 including VAT, and is set to commence on 1 May 2026, lasting for four years. This initiative is part of Brunelcare's commitment to high-quality housing and care in the Southwest UK.

This tender offers substantial opportunities for service-oriented businesses specialising in call handling and emergency response. Companies with a strong background in managing urgent services and possessing capabilities in digital and phone-based triage systems will find this contract highly beneficial for growth. Ideal contenders would include Small and Medium Enterprises (SMEs) and Voluntary, Community, and Social Enterprises (VCSEs) with proficiency in out-of-hours support, compliance with GDPR data handling, and performance monitoring. Meeting the quality and cost criteria, equally weighted at 50% each, could further enhance their competitiveness in this procurement opportunity.

## Notice

Service Requirement: Out of Hours (OOH) Housing and Emergency Repair Support Procurement Objective: Appointment of a qualified and experienced Contractor to deliver a responsive Out of Hours service across Brunelcare's sheltered housing sites (including leaseholders and Shared Owners). Contract Value (estimated): PS200,000 (incl VAT) Length of Contract: 4 years Background: Brunelcare is a Bristol-based charity committed to providing high-quality housing, care, and support for older people across the Southwest. Our sheltered housing schemes accommodate vulnerable residents who require timely and compassionate assistance outside standard office hours (Monday to Friday 8.30am to 4.30pm). Scope of Services: The Contractor will deliver an Out of Hours Service that ensures urgent housing and repair-related support during evenings, weekends, and public holidays. The service will include but is not limited to: Emergency repairs and safety-related incidents; Welfare checks and safeguarding alerts; Assistance with access issues, lockouts, and urgent housing matters; Escalation and handover to daytime operational teams. Service Hours: Weekdays: 4.30 PM - 8.30 AM; Weekends: Friday 4.30 PM - Monday 8.30 AM; Public holidays: Full coverage Key Requirements: Staffed telephone line and/or digital triage system; Escalation to emergency services, on-call staff, or family contacts; Response within agreed SLAs; Accurate call logging and daily reporting; GDPR-compliant data handling and secure software; KPI reporting and performance monitoring. Accessibility and Compliance: Inclusive service for non-English speakers and residents with sensory or cognitive impairments; Safeguarding, mental health awareness, and customer care training for all call handlers; Regular scenario-based exercises. Collaboration: Brunelcare will provide scheme lists, tenant details, and escalation protocols. The Contractor must work closely with Brunelcare's Customer Services, Housing, and Repairs teams.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/012150-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Feb 2026 |
| Submission deadline | 9 Mar 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 30 Apr 2026 - 1 May 2026 |
| Recurrence | 2030-02-01 |

## Values

| Field | Value |
| --- | --- |
| Tender value | £200,000 |
| Lots value | £200,000 |
| 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 | BRUNELCARE |
| Locality | BRISTOL |
| Post town | Bristol |
| Postcode | BS5 9FF |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK5 West of England |
| ITL 3 | TLK51 Bristol, City of |
| Local authority | Bristol, City of |
| Electoral ward | Easton |
| Westminster constituency | Bristol East |
| Delivery location | TLK11 Bristol, City of |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 10 Feb 2026 at 17:54 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012150-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/012150-2026
  10th February 2026 - Tender notice on Find a Tender

## Notice URLs

- https://in-tendhost.co.uk/brunelcare/aspx/home
- 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-064d3d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-064d3d.json.