---
title: "Provision of out of hours customer call centre services."
ocid: "ocds-h6vhtk-0785ef"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0785ef"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0785ef.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0785ef.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "Connexus Homes Limited"
published: "2026-10-12"
---

# Provision of out of hours customer call centre services.

Buyer: Connexus Homes Limited  
Current stage: Tender  
OCID: ocds-h6vhtk-0785ef

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## Summary

Connexus Homes Limited is seeking an out-of-hours emergency repairs call-handling service for its social housing customers. The supplier will handle contacts outside normal working hours, including evenings, weekends, bank holidays and other closure periods. It must assess the nature and urgency of calls, give customers clear advice, record information accurately and, where required, escalate cases or dispatch emergency repairs to Connexus’s nominated contractors or internal teams. The service is intended to ensure customers can obtain timely support when Connexus’s usual service is closed. The work is customer contact and call-centre services, including telephone answering and office support. Delivery is in Herefordshire and Shropshire.

Connexus invited offers through a competitive flexible procedure. The process has two stages: an initial supplier questionnaire and written tender, followed by a further written tender, pricing submission and clarification meeting for the four highest-scoring bidders. The deadline for questions was 30 October 2026 at 17:00, and the bid deadline was 6 November 2026 at 12:00. The estimated contract value is £212,000 including VAT. The initial contract period is 1 April 2027 to 31 March 2029, with an option to extend for a further two years, subject to satisfactory annual performance reviews; the maximum possible end date is 31 March 2031. There is one lot. Stage 2 evaluation weights quality at 70% and price at 30%. Economic and technical selection requirements are set out in the tender documents.

This opportunity is suited to customer-service and contact-centre providers able to deliver reliable out-of-hours cover for a social housing organisation. Connexus specifically seeks proven experience providing out-of-hours services in the UK social housing sector, and the single lot is identified as suitable for small and medium-sized businesses. Suppliers need staff and processes capable of handling emergency repair calls professionally and sensitively, following Connexus’s protocols, judging urgency accurately and giving clear advice. The service also requires accurate call records and the operational ability to escalate incidents or dispatch repairs to nominated contractors or Connexus teams when necessary. Providers should be prepared to demonstrate both economic and technical suitability, then submit quality and pricing information if selected for the second stage.

## Notice

Connexus is undertaking this tender exercise to secure a high quality, reliable and customer focused out of hours emergency repairs call handling service for its customers. The service is required to ensure that customers can access timely support outside of Connexus' normal working hours, including evenings, weekends, bank holidays and other closure periods. Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector, capable of managing calls professionally, sensitively and in line with agreed Connexus protocols. The appointed supplier will be expected to accurately assess the nature and urgency of each contact, provide clear advice to customers, record information appropriately, and where required, escalate or dispatch emergency repairs to Connexus' nominated contractors or internal teams. For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Craven-Arms:-Customer-services./2NG98Y3SAY To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/2NG98Y3SAY

### Lot Information

Lot 1

Renewal: The contract will run for an initial period of two years with the option to extend for a further two years based on satisfactory annual performance reviews.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/096246-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 12 Oct 2026 |
| Submission deadline | 6 Nov 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Apr 2027 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £212,000 |
| Lots value | £212,000 |
| 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 | Connexus Homes Limited |
| Locality | CRAVEN ARMS |
| Postcode area | Shrewsbury |
| Postcode | SY7 9BW |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG2 Shropshire and Staffordshire |
| ITL 3 | TLG22 Shropshire |
| Local authority | Shropshire |
| Electoral ward | Craven Arms |
| Westminster constituency | South Shropshire |
| Delivery location | TLG11 Herefordshire, County of, TLG22 Shropshire |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79512000 - Call centre

## Release History

- 12 Oct 2026 at 16:16 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/096246-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/096246-2026
  12th October 2026 - Tender notice on Find a Tender

## Notice URLs

- https://www.delta-esourcing.com/respond/2NG98Y3SAY
- https://www.delta-esourcing.com/tenders/UK-UK-Craven-Arms:-Customer-services./2NG98Y3SAY
- 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-0785ef. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0785ef.json.