---
title: "Incident Management"
ocid: "ocds-h6vhtk-0780ae"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0780ae"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0780ae.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0780ae.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "Anchor Hanover Group"
published: "2026-10-05"
---

# Incident Management

Buyer: Anchor Hanover Group  
Current stage: Planning  
OCID: ocds-h6vhtk-0780ae

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## Summary

Anchor Hanover Group is exploring a replacement for its legacy incident-management system for its care home business. The potential purchase is software for recording and managing incidents, safeguarding concerns, complaints, compliments, near misses and other quality events. It would support triage and escalation, investigations, regulatory reporting, corrective actions, organisational learning and management insight. The primary focus is regulated care homes across England, with use across multiple homes, regions and central teams. Anchor is considering specialist software as well as broader care-governance platforms, and wants to understand integration with existing care-planning, medication, workforce, resident, finance, document-management and reporting systems. Suppliers may also comment on possible application to Anchor’s social-housing business, although care is the main focus.

This is a planning-stage market engagement, not an invitation to tender, and Anchor says responses will not be scored or used to select or exclude suppliers. It intends to use a competitive flexible procedure for one planned lot. The estimated contract value is £3 million excluding VAT (£3.6 million including VAT). The planned contract period is 2 August 2027 to 31 July 2030, with a possible extension to 31 July 2032. Anchor expects the procurement to start in January 2027 and mobilisation in June or July 2027. It planned an online market-engagement presentation for 23 October 2026, optional supplier capability summaries by 4 November, and selected one-to-one sessions on 10 and 11 November 2026. The one-to-one sessions are intended to include a supplier presentation, interview questions and a system demonstration.

The engagement is relevant to software providers with proven incident, safeguarding, complaints and quality-management products for regulated care. Anchor is interested in both specialist applications and wider care-governance platforms, particularly solutions that can support end-to-end case handling across a distributed organisation and connect securely with retained systems. Suppliers should be prepared to explain which workflows work out of the box, which need configuration, and what requires partners, integration or bespoke development. Relevant strengths include auditable case management, confidential safeguarding, statutory reporting, action tracking, analytics and enterprise-level reporting. Anchor also wants practical evidence on implementation, data migration, onboarding, testing, training and ongoing support. Suppliers with credible automation, advanced analytics or responsible AI capabilities can explain how these may improve safety, assurance and decision-making. Small and medium-sized businesses are identified as suitable.

## Notice

Description Anchor Hanover Group is England's largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations. Purpose of this market engagement Anchor Hanover Group is undertaking preliminary market engagement to understand the capability, maturity and delivery options available in the market for incident, safeguarding, complaints and quality management across its care home business. This notice forms part of a wider care technology pre-market engagement exercise that also includes nurse call and enquiries management. Anchor is considering these areas together to understand the market landscape, potential integration points and future delivery options across its care technology roadmap. This activity enables market research to help Anchor define requirements, build the business case and design the target state architecture by determining the extent to which incident management is a specialist application that integrates to other systems or could be consolidated into a core care platform. It does not start a procurement process, does not commit Anchor to any future competition and supplier responses will not be scored or used to select or exclude suppliers. Problem and opportunity Anchor operates a distributed care home estate and needs a consistent, auditable and insight-led approach to the capture, triage, investigation, oversight and learning of incidents, safeguarding concerns, complaints, compliments and quality events. The opportunity is to replace the legacy solution and strengthen resident safety, regulatory assurance, operational control and organisational learning. Anchor wants to improve understanding of how modern solutions can support end-to-end case management, timely escalation, regulatory reporting, action tracking and enterprise-level insight. Indicative scope and areas of interest The potential scope is expected to focus on regulated care home operations in England, with capability that can operate across multiple homes, regions and central support functions. Anchor is interested in both specialist best-of-breed solutions and broader care governance platforms, including where these integrate with retained digital care planning, medication management, workforce, resident, finance, document management and enterprise reporting services. Anchor invites suppliers to comment on how their solutions could support future specialist care models, such as nursing, step-down or short-stay recovery, without replacing the core platform. Anchor also wants to understand where supplier solutions could support comparable needs across its social housing business, including relevant housing processes, assurance, case management, reporting, learning and shared enterprise capabilities, while recognising that care remains the primary focus of this engagement. Anchor is also interested in suppliers' views on the art of the possible. Suppliers are encouraged to challenge assumptions, identify where the proposed scope may be too narrow or too broad, and explain how proven market practice, automation, analytics or responsible AI could improve safety, assurance, colleague experience and decision-making. Headline capability domains 1. Event capture and intake: capability to record incidents, safeguarding concerns, complaints, compliments, near misses and other configured events consistently at the point of need. 2. Triage, classification and escalation: configurable workflows to assess severity, actual or potential harm, regulatory significance and the appropriate route for review or escalation. 3. Case management and investigation: auditable workflows for assignment, investigation, collaboration, approval, closure, reopening and oversight across local, regional and central teams. 4. Safeguarding, complaints and serious incidents: support for confidential safeguarding processes, complaint handling, serious incident coordination, external engagement and evidence management. 5. Regulatory and statutory reporting: capability to support evidence capture, decision-making and completion tracking for CQC notifications, Duty of Candour, safeguarding referrals, RIDDOR and other relevant reporting needs. 6. Actions, assurance and learning: capability to create, assign, track, verify and evidence corrective and preventive actions, share learning and monitor whether improvements have been effective. 7. Reporting, insight and analytics: operational, quality, compliance and governance reporting across home, regional and enterprise levels, including trend analysis, thematic insight and data provision for enterprise reporting. 8. Integration, security and implementation: secure integration with retained systems, appropriate role-based access, auditability, information governance controls, implementation approach, configuration model and ongoing support requirements. 9. AI, innovation and advanced insight: capability to leverage AI, advanced analytics and emerging technologies through the solution itself or via partner ecosystems, enabling continuous innovation, improved decision-making and enhanced business outcomes.

### Planning Information

Pre-market engagement will be in the form of a one hour presentation/webinar (with an opportunity for Q&A at the end) to interested parties giving an overview of our requirements which will start to form the basis of dialogue with interested parties.
The online presentation/webinar will be held on MS Teams between 10.00 and 11.00 on the 23rd October 2026. The link to join the presentation is below:-
Join: https://teams.microsoft.com/meet/327079645879556?p=t3McWAjtbpAze9n4gV
Should you be unable to attend this meeting, we will be able to provide a recorded version after upon request.
To help us refine our requirements we will be inviting all interested parties to submit a brief, 2 page Capability and Feedback Summary (this is optional).
Please structure your response around the following key areas based on the provided scope of requirements in the description and following our presentation:
• Core Solution Alignment: A brief overview of your standard software capabilities and whether you can deliver our core compliance workflows out-of-the-box (SaaS) or via configuration
• Delivery & Implementation Feasibility: A realistic estimation of your standard deployment, data migration, onboarding timelines and service wrap around including integrations/bespoke interfaces, testing and training
• Market Feedback: Any constructive feedback on our draft scope, including identifying any requirements you view as overly restrictive, missing, or technically unviable
Suppliers may be asked to distinguish between native capability, configurable capability, partner-enabled capability, roadmap capability and any areas that would require integration or bespoke development.
Please follow the link below to see our open opportunities (where you will be able to register your company on our e-procurement portal, download the brief and upload any supporting documentation -https://anchor.my.site.com/s/Welcome
Please respond with your summary by lunchtime 4th November 2026 via Anchor’s e-procurement portal where Anchor will use a targeted approach to allocate slots and will prioritise suppliers whose 2 page Capability and Feedback Summaries most closely meet the above areas.
This exercise is strictly for market research and requirement-gathering purposes. Your response will not be scored, graded, or used to select or disqualify suppliers for the future formal tender. Choosing not to submit a 2 page summary will not disadvantage your organisation in any future formal procurement process.
Anchor will then be hosting a MS Teams 1-2-1 session 10th & 11th November for some of the interested parties. This 1-2-1 session will include a short supplier presentation, interview questions (shared beforehand) and a demonstration of your system.
This will be an opportunity for the market to have a two-way dialogue with the Anchor team to understand and help shape the requirements and strategy for the procurement and to also comment on the proposed procurement process. It will also allow Anchor to understand the capacity and capability of the market and the art of the possible.
Any findings during these sessions which are relevant to the tender will be made clear and accessible to all participants during the submissions period.
The procurement process is estimated to start early Jan 2027 with mobilisation starting June/July 2027.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/093936-2026 |
| Notice type | UK2 - Preliminary Market Engagement Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Not Specified |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Oct 2026 |
| Submission deadline | Not specified |
| Future notice date | 11 Jan 2027 |
| Award date | Not specified |
| Contract period | 2 Aug 2027 - 1 Aug 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £3,000,000 |
| Lots value | Not specified |
| 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 | Anchor Hanover Group |
| Locality | BRADFORD |
| Postcode area | Bradford |
| Postcode | BD1 2ST |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE41 Bradford |
| Local authority | Bradford |
| Electoral ward | City |
| Westminster constituency | Bradford West |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England) |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 5 Oct 2026 at 15:32 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/093936-2026
- 5 Oct 2026 at 12:31 - Planning - UK1 - Pipeline Notice - https://www.find-tender.service.gov.uk/Notice/093773-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/093936-2026
  5th October 2026 - Preliminary market engagement notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/093773-2026
  5th October 2026 - Pipeline notice on Find a Tender

## Notice URLs

- http://www.anchor.org.uk/
- https://anchor.my.site.com/s/Welcome
- https://teams.microsoft.com/meet/327079645879556?p=t3McWAjtbpAze9n4gV
- 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-0780ae. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0780ae.json.