---
title: "Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)"
ocid: "ocds-h6vhtk-06f90a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06f90a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f90a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f90a.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "Brunelcare"
published: "2026-09-14"
---

# Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)

Buyer: Brunelcare  
Current stage: Tender  
OCID: ocds-h6vhtk-06f90a

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## Summary

Brunelcare is procuring an out-of-hours contact centre service for residents living in its sheltered flats and bungalows. The service will provide urgent housing, property and welfare support during evenings, weekends and public holidays, including emergency repairs and safety incidents, welfare checks, safeguarding alerts, access problems, lockouts and other urgent housing matters. The supplier will handle, triage, log, monitor, escalate and report incidents, hand them over to Brunelcare’s daytime operational teams, and coordinate repair call-outs with Brunelcare’s direct labour organisation and specialist contractors. This is a service contract delivered for Brunelcare’s housing and support operations in Bristol and the wider South West of England. The main work is telephone answering and incident coordination, alongside arranging building-installation repairs and maintenance.

The procurement has reached tender: Brunelcare has invited offers through an open procedure. It is a single lot, with tenders submitted through the ProContract portal; submissions by other means are excluded. Enquiries close at 5pm on 13 October 2026, and tenders must be submitted by noon on 20 October 2026. The intended award decision date is 8 February 2027. The initial contract runs from 1 April 2027 to 31 March 2030, with options to extend to a maximum end date of 31 March 2032. The estimated gross value is £282,000, including the extension options. Tenders will be evaluated on quality at 60% and price at 40%. Economic and technical selection criteria apply, with detailed requirements in the tender documents.

This opportunity suits contact centre, call-handling and housing-support providers able to deliver reliable out-of-hours coverage across evenings, weekends and public holidays. Strong candidates will need effective telephone triage, incident logging, monitoring, escalation, reporting and handover processes, with the judgement to identify urgent repairs, safety concerns, welfare needs and safeguarding alerts. Suppliers should be able to coordinate responsive repairs with a direct labour organisation and specialist contractors, including access issues and lockouts, while maintaining clear communication with daytime operational teams. Experience supporting residents in sheltered housing, independent living or other care and welfare settings would be relevant. The requirement is identified as suitable for small and medium-sized enterprises, and will suit a provider with dependable staffing, operational resilience and systems for managing sensitive resident information and urgent incidents.

## Notice

Brunelcare invites tender responses for the provision of an Out of Hours (OOH) Contact Centre Service to deliver urgent housing, property, and welfare-related support during evenings, weekends, and public holidays. The service will support residents living in Brunelcare's sheltered flats and bungalows, which provide an independent living environment within a supportive community. The service requirements include, but are not limited to: - Emergency repairs and safety-related incidents. - Welfare checks and safeguarding alerts. - Assistance with access issues, lockouts, and other urgent housing matters. - Escalation of incidents and handover to Brunelcare's daytime operational teams. The supplier will be responsible for coordinating with Brunelcare's DLO and specialist contractors in relation to any repair-related call-outs. The procurement of an OOH Service provider is a key step in ensuring Brunelcare continues to meet its operational requirements, deliver a responsive and high-quality service to residents, and provide reassurance to residents, staff, and stakeholders. The successful Supplier will provide a comprehensive call handling and triage service, including the logging, monitoring, escalation, and reporting of all out of hours incidents. Brunelcare is a Bristol-based charity providing high-quality housing, care, and support services for older people across the South West. Brunelcare is conducting an Open Procedure to appoint a suitable Supplier to deliver this service, commencing on 1st April 2027. The contract will comprise an initial term of three (3) years, with the option to extend for up to two (2) additional years, giving a maximum contract term of five (5) years. Full details of the requirements and scope of services are contained within the associated tender documents available via ProContract. The deadline for submission of tenders is 12pm (noon) on 20th October 2026. Please note that Shared Services for Housing (SSfH) is acting as the managing organisation on behalf of Brunelcare for this tender opportunity.

### Lot Information

Lot 1

Renewal: The contract will comprise an initial term of three (3) years, with the option to extend for up to two (2) additional years, giving a maximum contract term of five (5) years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/086835-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Sep 2026 |
| Submission deadline | 20 Oct 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Apr 2027 - 31 Mar 2030 |
| Recurrence | 2030-06-30 |

## Values

| Field | Value |
| --- | --- |
| Tender value | £282,000 |
| Lots value | £282,000 |
| 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 |
| Postcode area | 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 | TLK1 Gloucestershire, Wiltshire and Bristol/Bath area |

## CPV Codes

### Divisions

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

### Codes

- 50700000 - Repair and maintenance services of building installations
- 79510000 - Telephone-answering services

## Release History

- 14 Sep 2026 at 12:43 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/086835-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/086835-2026
  14th September 2026 - Tender notice on Find a Tender
- https://procontract.due-north.com/Opportunities/Index?p=18d7f93d-94bb-ef11-8132-005056b64545&v=2
  All documentation can be found within the attachments section of ProContract, with a list of Schedules/Appendices within Schedule 1

## Notice URLs

- https://procontract.due-north.com/Opportunities/Index
- https://suppliersupport.proactisservicedesk.com/s/?language=en_US
- 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-06f90a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06f90a.json.