--- title: "Out of Hours Call Handling Service - Soft Market Engagement (SME)" ocid: "ocds-h6vhtk-06ee12" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ee12" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ee12.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ee12.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "Metropolitan Housing Trust Limited" published: "2026-08-27" --- # Out of Hours Call Handling Service - Soft Market Engagement (SME) Buyer: Metropolitan Housing Trust Limited Current stage: Planning OCID: ocds-h6vhtk-06ee12 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ee12) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06ee12.json) ## Summary Metropolitan Housing Trust Limited is planning an out-of-hours call handling service for its housing operations. The requirement falls within call-centre services (CPV 79512000) and is intended to provide call handling outside normal operating hours. Delivery is described as covering the United Kingdom. The planned service will be shaped through supplier input, with feedback intended to help MHT develop the service specification, commercial approach and procurement strategy. This is therefore relevant to contact-centre operators, outsourced customer-service providers and specialist telephone response businesses that can support housing-related out-of-hours communications. Suppliers with experience designing or delivering continuous, evening, overnight or weekend call-handling services should be able to understand the requirement and contribute practical market insight before any future procurement is launched. The process is at the planning stage and is a soft market engagement, not a competition; no contract will be awarded through this exercise. MHT expects to publish the engagement on 27 August 2026, with a clarification period running from 27 August to 10 September 2026. Optional supplier engagement sessions are expected between 10 and 17 September 2026. Supplier responses are expected by 17 September 2026, followed by market-engagement outcomes and supplier feedback on 30 September 2026. The planned contract period shown for the single lot is 18 September 2026 to 19 September 2026. The published gross value is £0. The procurement is above the relevant threshold, and its procedure and commercial model are to be informed by this engagement. This exercise is most relevant to established call-handling and customer-contact providers that can offer reliable out-of-hours telephone support and give informed feedback on how such a service should be specified and bought. It may suit organisations with experience serving housing providers or handling urgent, sensitive or high-volume enquiries beyond standard office hours. Suppliers can use the engagement to explain workable operating models, staffing arrangements, service levels, reporting, escalation routes and commercial assumptions, where these reflect their own delivery experience. Businesses able to discuss the practical and financial implications of different service designs are well placed to contribute. Participation is preparatory rather than a bid for immediate work, but supplier feedback may help shape the specification and future procurement strategy. ## Notice Metropolitan Housing Trust Ltd (MHT) is conducting a Soft Market Engagement (SME) exercise to obtain supplier feedback on the future provision of an Out of Hours Call Handling Service. This engagement will help inform the service specification, commercial approach and procurement strategy. This is not a call for competition and no contract will be awarded as a result of this exercise. Suppliers are invited to review the attached documents and submit a response by 17 September 2026 For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./392485989N To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/392485989N ### Planning Information DateActivity Publication of Market Engagement27/08/2026 Clarification Period27/08/2026 – 10/09/2026 Optional supplier engagement sessions (Please share availability)10/09/2026 – 17/09/2026 Deadline for supplier responses17/09/2026 Market engagement outcomes and supplier feedback30/09/2026 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/081972-2026 | | Notice type | UK2 - Preliminary Market Engagement Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Aug 2026 | | Submission deadline | Not specified | | Future notice date | 17 Sep 2026 | | Award date | Not specified | | Contract period | 18 Sep 2026 - 19 Sep 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planning | | Lots status | Planning | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | Metropolitan Housing Trust Limited | | Locality | LONDON | | Postcode area | North London | | Postcode | N14 6PW | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI5 Outer London - East and North East | | ITL 3 | TLI54 Enfield | | Local authority | Enfield | | Electoral ward | Southgate | | Westminster constituency | Southgate and Wood Green | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 27 Aug 2026 at 17:38 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/081972-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/081972-2026 27th August 2026 - Preliminary market engagement notice on Find a Tender ## Notice URLs - https://www.delta-esourcing.com/respond/392485989N - https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./392485989N - 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-06ee12. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06ee12.json.