---
title: "Telecare Monitoring and Out of Hours Telephony Provision Project"
ocid: "ocds-h6vhtk-06fa64"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06fa64"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06fa64.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06fa64.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "Newcastle City Council"
published: "2026-09-15"
---

# Telecare Monitoring and Out of Hours Telephony Provision Project

Buyer: Newcastle City Council  
Current stage: Planning  
OCID: ocds-h6vhtk-06fa64

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## Summary

Newcastle City Council is exploring a future service to monitor telecare alarms through an Alarm Receiving Centre (ARC) operating 24 hours a day, seven days a week, alongside out-of-hours telephone services. The council currently delivers telecare monitoring and telephony in-house and is considering external provision as part of a wider commissioning and procurement exercise. The service is intended to support people who use telecare and related health and social care services. Delivery is in Newcastle upon Tyne. The procurement is for services, covering telephone-answering, health and social work-related activities. The council is seeking views on service design, current best practice, emerging technologies, innovation and how an external provider could support or develop its existing Ostara telecare service.

This process is at the planning and preliminary market-engagement stage; it is not an invitation to tender. Newcastle City Council expects market engagement to end on 2 October 2026, with suppliers completing the questionnaire by that date. The council expects a procurement approach to be shaped after it has considered market responses. One planned lot is marked as suitable for SMEs and voluntary, community or social enterprises. The indicative service period is 1 April 2027 to 31 March 2030, with a possible extension to 31 March 2032 and renewal rights. The published financial figure is £0.01 gross and £0 excluding VAT; the council states that the budget and final contract length will be established through market engagement.

The engagement will suit established Alarm Receiving Centres, telecare monitoring providers and specialist contact-centre or out-of-hours telephony operators, including smaller businesses and voluntary, community or social enterprises. Relevant suppliers should be able to provide continuous alarm monitoring, reliable telephone answering outside normal hours and services for people with health or social care needs. Experience of telecare operations, call handling, safeguarding, incident escalation and working with councils or care services is likely to be relevant. Providers with resilient 24-hour staffing, appropriate systems, business continuity arrangements and the ability to integrate emerging technologies should be well placed to contribute. The council is specifically seeking evidence of market capability, capacity, innovation and current best practice, so suppliers should prepare practical views on service models and future requirements before any later competition.

## Notice

Newcastle City Council (NCC) currently provides the monitoring element of NCC's Telecare Service (Ostara), in addition to a range of telephony services, which operate in-house. We would like to explore the options of procuring an Alarm Receiving Centre (ARC) to monitor our telecare alarms 24/7, and our out of hours telephony. We wish to explore opportunities within the market that will help shape and develop our current service, as part of the commissioning and procurement process, the Council is undertaking preliminary market engagement to explore the availability, capability and interest of providers in delivering the proposed services. This engagement is intended to inform the Council's procurement approach, understand current market capability, capacity, identify opportunities for innovation, and ensure that the future service specification reflects current best practice and emerging technologies. We welcome responses from suppliers with relevant experience and expertise. Information gathered through this process will help shape the Council's future requirements and service design. Suppliers are invited to review the documents via our Open e-tendering platform. Link: https://www.open-uk.org/ If suppliers wish to secure a slot, please request via the correspondence/ message option via the portal. Project: # OPEN20262057 Reference: 009509 - Telecare Monitoring and Out of Hours Telephony Provision Project Budget information and contract length is yet to be established in line with market engagement findings.

### Planning Information

The end date for this market engagement is: Friday 2nd October 2026. Please complete the questionnaire in line with this deadline also.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/087416-2026 |
| Notice type | UK2 - Preliminary Market Engagement Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 15 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Apr 2027 - 31 Mar 2030 |
| 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 | Newcastle City Council |
| Locality | NEWCASTLE UPON TYNE |
| Postcode area | Newcastle upon Tyne |
| Postcode | NE1 8QH |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC43 Tyneside |
| Local authority | Newcastle upon Tyne |
| Electoral ward | Monument |
| Westminster constituency | Newcastle upon Tyne Central and West |
| Delivery location | TLC22 Tyneside |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security
- 85 - Health and social work services

### Codes

- 79510000 - Telephone-answering services
- 85100000 - Health services
- 85300000 - Social work and related services

## Release History

- 15 Sep 2026 at 15:30 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/087416-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/087416-2026
  15th September 2026 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- https://www.legislation.gov.uk/ukpga/2023/54/contents
- https://www.newcastle.gov.uk/
- https://www.open-uk.org/

## 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-06fa64. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06fa64.json.