---
title: "Out of hours call handling"
ocid: "ocds-h6vhtk-06e858"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06e858"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06e858.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06e858.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "Phoenix Community Housing"
published: "2026-08-20"
---

# Out of hours call handling

Buyer: Phoenix Community Housing  
Current stage: Tender  
OCID: ocds-h6vhtk-06e858

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06e858.json)

## Summary

Phoenix Community Housing is procuring an out-of-hours telephone call-handling service for residents of its not-for-profit housing association. The service will provide a seamless response outside normal hours, supported by comprehensive knowledge of the housing service and the ability to handle resident queries and calls appropriately. Phoenix owns and manages just under 8,000 homes across Bellingham, Downham and Grove Park in South Lewisham, London, and the service will support residents across this housing stock. The requirement is for services in the community, social and personal services category. The expected workload is about 9,000 calls annually, so suppliers should be equipped to provide a consistent, reliable telephone operation at significant call volumes.

The process has reached tender: Phoenix Community Housing invited offers through a below-threshold open competition. The enquiry deadline was 2 October 2026 at 00:00, and the tender submission deadline was 9 October 2026 at 00:00. Bids may be submitted electronically through the stated online tendering service. The contract is scheduled to run from 11 January 2027 to 11 January 2030, with an option to extend twice by one year, subject to performance and business need; the maximum stated end date is 11 January 2032. The estimated value is £38,000 excluding VAT and £48,000 including VAT. There is one lot, suitable for SMEs. Evaluation is based on 30% price, calculated using the price per call, and 70% quality, assessed against the invitation to tender requirements.

This opportunity suits specialist call-handling and contact-centre providers with a proven record of delivering high-quality out-of-hours telephone services. Suppliers need sufficient staffing and operational resources to manage about 9,000 resident calls each year, including the ability to maintain reliable coverage and consistent service standards outside normal hours. Strong knowledge of housing-related services and resident support will be important, as the service must provide a seamless response to residents of a large housing association. Providers should be able to demonstrate relevant experience, dependable call-handling processes and the capacity to deal with enquiries accurately and appropriately. The requirement is identified as suitable for small and medium-sized enterprises, so established specialist firms as well as larger contact-centre operators may be well placed to compete.

## Notice

Phoenix Community Housing is a resident led not for profit housing association that owns and manages just under 8,000 homes across the Bellingham, Downham and Grove Park areas of South Lewisham, London. Pheonix are seeking a supplier with a proven track record of delivering high quality call handling services supported by sufficient resources and comprehensive service knowledge to provide a seamless out of hours telephone service for residents. There are about 9,000 calls annually.

### Lot Information

Lot 1

Renewal: Option to extend twice by one year subject to performance and business need.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/079342-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Below threshold - open competition |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 20 Aug 2026 |
| Submission deadline | 9 Oct 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 11 Jan 2027 - 11 Jan 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £38,000 |
| Lots value | £38,000 |
| 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 | Phoenix Community Housing |
| Locality | LONDON |
| Postcode area | South East London |
| Postcode | SE6 2RP |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI44 Lewisham and Southwark |
| Local authority | Lewisham |
| Electoral ward | Catford South |
| Westminster constituency | Lewisham East |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 98 - Other community, social and personal services

### Codes

- 98000000 - Other community, social and personal services

## Release History

- 20 Aug 2026 at 10:59 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/079342-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/079342-2026
  20th August 2026 - Tender notice on Find a Tender
- https://www.mytenders.co.uk/Authority/NoticeBuilder/NoticeBuilder_FileDownload.aspx?id=651325
  Contract specification

## Notice URLs

- http://www.phoenixch.org.uk/
- https://www.legislation.gov.uk/ukpga/2023/54/contents
- https://www.mytenders.co.uk/

## 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-06e858. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06e858.json.