---
title: "Call Handling Services"
ocid: "ocds-h6vhtk-066b69"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-066b69"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-066b69.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-066b69.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHERN GAS NETWORKS LIMITED"
published: "2026-03-16"
---

# Call Handling Services

Buyer: NORTHERN GAS NETWORKS LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-066b69

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## Summary

Northern Gas Networks Limited has awarded a five-year contract valued at £5,870,080 excluding VAT to Cadent Gas Limited for Call Handling Services, part of a complete procurement process. This award focuses on the provision of a dedicated 24/7 emergency call handling service across the United Kingdom, classified under telephone switchboard services. The service aims to manage reports of suspected gas leaks efficiently, ensuring rapid response and compliance with the Gas Safety (Management) Regulations 1996. The procurement method was a direct award due to an absence of competition for technical reasons, with Cadent as the sole provider legally mandated to operate the National Gas Emergency Service. The award was made on 16th March 2026, with the contract period starting from 1st May 2026 to 30th April 2031.

This contract presents substantial opportunities for businesses specialising in emergency communication infrastructure, service optimisation, and compliance technologies. Companies possessing expert capabilities in those areas, as well as large-scale operational support services, may find growth potential by delivering solutions that enhance operational efficiency and regulatory alignment for utilities such as Northern Gas Networks. Cadent's established role and technical exclusivity underscore the need for partnership-driven innovations or supplementary services that could complement their critical emergency call handling capabilities. This environment fosters collaborative ventures and supplier diversity opportunities within the essential utilities sector.

## Notice

A dedicated, 24/7 emergency call service that receives, classifies, and manages reports of suspected gas leaks, ensuring rapid response and public safety. National Gas Emergency Service Cadent operates the National Gas Emergency Service, which is available 24 hours a day, 365 days a year. The call handling contract ensures that any reports of gas escapes are immediately received and processed. Safety & Compliance Handling gas escape calls is a legal requirement under the Gas Safety (Management) Regulations 1996 (GS(M)R). The contract ensures Cadent meets its obligations by collecting essential information (location, reporter details, control valve status, etc.) and passing it to engineers for immediate action. Rapid Response Coordination Once a call is classified as a gas escape, Cadent dispatches engineers to isolate the supply at the Emergency Control Valve (ECV) and make the property safe. The call handling contract ensures this process begins without delay. 5 year contract PS5,870,080 ex VAT

### Procurement Information

Under Schedule 5 of the Procurement Act 2023, the most appropriate justification for a direct award to Cadent for the gas escape call handling service is: "Absence of competition for technical reasons" - Only Cadent can provide this service because it operates the National Gas Emergency Service and is legally mandated under the Gas Safety (Management) Regulations 1996. There are no reasonable alternatives, and switching would create disproportionate technical and compliance risks.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/023702-2026 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Mar 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 16 Mar 2026 |
| Contract period | 30 Apr 2026 - 30 Apr 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £7,050,096 |
| 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 | NORTHERN GAS NETWORKS LIMITED |
| Locality | COLTON LEEDS |
| Post town | Leeds |
| Postcode | LS15 8TU |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Garforth & Swillington |
| Westminster constituency | Leeds East |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CADENT GAS |

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services

### Codes

- 64214200 - Telephone switchboard services

## Release History

- 16 Mar 2026 at 16:17 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/023702-2026
- 16 Mar 2026 at 16:02 - Award - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/023684-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/023702-2026
  16th March 2026 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/023684-2026
  16th March 2026 - Transparency notice on Find a Tender

## Notice URLs

- https://cadentgas.com/
- 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-066b69. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-066b69.json.