--- title: "Out-of-Hour Emergency Service for households who are at risk of homelessness outside of standard operating times. Out of Hours emergency housing options telephone service." ocid: "ocds-h6vhtk-077b0d" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077b0d" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-077b0d.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-077b0d.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "Oldham Council" published: "2026-09-29" --- # Out-of-Hour Emergency Service for households who are at risk of homelessness outside of standard operating times. Out of Hours emergency housing options telephone service. Buyer: Oldham Council Current stage: Planning OCID: ocds-h6vhtk-077b0d [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077b0d) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-077b0d.json) ## Summary Oldham Metropolitan Borough Council intends to commission a telephone-based out-of-hours homelessness service for Oldham residents. The provider will operate the dedicated emergency number outside the Council’s usual Monday-to-Friday, 9am-to-5pm hours, covering evenings, weekends and bank holidays. Staff will triage calls, refer households who do not need emergency accommodation to the Council’s Homelessness Team for follow-up, and assess whether callers facing homelessness that night may qualify for assistance and have a priority need. Where the Council’s threshold is met, the provider must secure temporary accommodation through the Council’s framework and place the household. The service also includes notifying the Council of placements and complaints, maintaining contact records in Council systems, shift handovers, signposting residents to relevant support organisations, and providing reports and attending monitoring meetings. Delivery is in Oldham. The procurement is at the planning stage: Oldham Council has stated its intention to procure, but has not yet invited tenders. It expects to use an open procedure for a single service lot, with an accelerated timetable on the stated light-touch-contract basis. The Council expects a further notice on 10 October 2026. Its indicative tender submission deadline is 20 November 2026, with award expected by 30 November 2026. The planned contract period is 1 December 2026 to 30 November 2028, with potential annual extensions up to 30 November 2029; the stated initial term is one year. The estimated value is £130,000 excluding VAT (£156,000 including VAT). Evaluation is weighted 70% on quality of service delivery, 10% on social value and 20% on cost. SMEs and voluntary, community and social enterprises are considered suitable to take part. This service is suited to providers able to staff a dependable, round-the-clock emergency telephone operation and respond sensitively to people facing homelessness. The service covers 128 hours each week, plus bank-holiday hours, so suppliers will need to plan shift cover, reliable handovers and continuity across nights, weekends and holidays. Relevant homelessness experience is important, particularly knowledge of temporary accommodation and housing needs. Staff must be able to triage enquiries, carry out initial assessments, arrange placements through the Council’s temporary accommodation framework and signpost residents to wider support. Providers also need sound record-keeping and reporting processes, the ability to use Council systems after training, and capacity to attend monthly monitoring meetings. Up-to-date DBS checks are desirable but not essential. The Council gives greatest evaluation weight to service delivery, alongside social value and cost. ## Notice Oldham Council require a Provider to operate a Statutory Out of Hours Homelessness Service for our residents The support currently provided by the Council covers 'normal working' hours however access to appropriate support and advice is required 24 hours, 7 days a week, 365 days a year. The out of hours service is a telephone-based service, where residents who need emergency help and support with regards to homelessness outside of usual office hours (Mon - Fri 9am - 5pm) can telephone the dedicated number. The out of hours service operates from 5pm to 9am Monday - Thursday and from 5pm Friday - 9am Monday. Please note the service operates 24 hours through Saturday and Sunday and bank holidays. This totals 128 hours per week not including bank holidays, the number of bank holiday hours totals 192 per annum. The Provider is required to 'triage' the telephone calls to determine if the household(s) are homeless that evening or not. If the household(s) is not homeless that evening, details of the household should be taken and referred back through to the Homelessness Team to make contact the next working day. If the household(s) is homeless that night then the Provider will be expected to undertake a mini assessment to establish if the household(s) are eligible for assistance, homeless that evening and there is reason to believe they have a priority need. If the household(s) meet the threshold prescribed by the Council, then the telephone operator must secure temporary accommodation for that household using the Council's temporary accommodation framework. It is then the Provider's responsibility to place the household into the accommodation. The Provider must then notify the Council of the placement and the Council's Homelessness team will pick up the case for full assessment the next working day. All calls must be handled in a professional and courteous manner ensuring all enquiries are dealt with in an efficient manner. The Provider will be expected to keep up to date records of any customer contact using the Council's systems, training of which will be provided. At the end of every shift the Provider will be required to complete a detailed handover document, the format of which will be agreed prior to the commencement of the contract. Staff are required to have knowledge and experience in the sphere of homelessness and in particular temporary accommodation and housing needs. Staff are also required to effectively signpost residents to relevant organisations to support in the wrap around care package. It is desirable but not essential that staff undergo and hold up to date DBS checks. The Provider will be expected to attend monthly monitoring meetings with the Council along with reports, the format of which will be agreed prior to the commencement of the contract. Any complaints would be handled by the Council using the Council's complaints procedure. The Provider is required to notify the Council of any complaint and provide customer details ### Lot Information Lot 1 Renewal: Initial contract for 1 year, potential extensions on annual basis. The development of Metropolitan Place is ongoing and once complete the Out of Hours service will operate from this facility. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/091648-2026 | | Notice type | UK3 - Planned Procurement Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 29 Sep 2026 | | Submission deadline | Not specified | | Future notice date | 10 Oct 2026 | | Award date | Not specified | | Contract period | 1 Dec 2026 - 30 Nov 2028 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £130,000 | | Lots value | £130,000 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | Oldham Council | | Locality | OLDHAM | | Postcode area | Oldham | | Postcode | OL1 1HD | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD37 Greater Manchester North East | | Local authority | Oldham | | Electoral ward | Coldhurst | | Westminster constituency | Oldham West, Chadderton and Royton | | Delivery location | TLD North West (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security - 98 - Other community, social and personal services ### Codes - 79512000 - Call centre - 98341000 - Accommodation services ## Release History - 29 Sep 2026 at 09:03 - PlanningUpdate - UK3 - Planned Procurement Notice - https://www.find-tender.service.gov.uk/Notice/091648-2026 - 27 Sep 2026 at 21:15 - Planning - UK3 - Planned Procurement Notice - https://www.find-tender.service.gov.uk/Notice/091215-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/091648-2026 29th September 2026 - Planned procurement notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/091215-2026 27th September 2026 - Planned procurement notice on Find a Tender ## Notice URLs - https://procontract.due-north.com/Register - https://procontract.due-north.com/RegisterDN831015 - 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-077b0d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-077b0d.json.