--- title: "Hedyn Out of Hours Call Handling Services Preliminary Market Engagement" ocid: "ocds-h6vhtk-0791b7" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0791b7" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0791b7.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0791b7.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "Tai Hedyn Limited" published: "2026-10-27" --- # Hedyn Out of Hours Call Handling Services Preliminary Market Engagement Buyer: Tai Hedyn Limited Current stage: Planning OCID: ocds-h6vhtk-0791b7 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0791b7) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0791b7.json) ## Summary Tai Hedyn Limited is preparing to procure an out-of-hours call-handling service. The provider will manage calls outside normal business hours. Hedyn is a Welsh housing association operating across Newport, Torfaen, Monmouthshire, Blaenau Gwent and Powys, and manages around 15,000 homes and other residential properties, including social rented, leasehold, shared ownership and supported housing, as well as communal residential buildings. The service is intended to support residents across Hedyn’s South-East Wales operating area. The procurement is for telephone-answering services, rather than housing management or property works. Hedyn is seeking market feedback on service delivery models, current practice, innovation and developments in the sector to shape the future service. This is a planning-stage process: Hedyn has not yet invited tenders. It is undertaking preliminary market engagement through a supplier questionnaire to inform its service requirements, specification and procurement approach. Responses are expected by 17 November 2026 at 12 noon, and Hedyn says it will review them as they arrive. The buyer’s expected date for a further notice is 1 December 2026. The planned procurement is a single lot, with an estimated value of £625,000 excluding VAT (£750,000 including VAT). The anticipated contract period runs from 1 April 2027 to 1 April 2029, with an extension possible to 1 April 2031. The procurement method, procedure and tender evaluation basis have not yet been set out. This engagement is relevant to providers of out-of-hours telephone answering and call-handling services, including businesses with experience serving housing associations or other organisations supporting residents. Hedyn is looking to understand how providers organise service delivery, what current market practice offers, and how innovation and emerging sector developments could improve efficiency and residents’ experience. Suppliers able to explain practical service models and identify improvements can contribute to the specification and procurement approach while they are being developed. The planned contract covers a substantial housing portfolio across several local authority areas, with a mix of tenures and supported and communal residential settings. Hedyn has identified the planned lot as suitable for small and medium-sized enterprises. ## Notice Tai Hedyn Limited, trading as Hedyn, was formed on the 1st April 2025 following the merger of Melin Homes Limited and Newport City Homes Housing Association Limited. Hedyn is now the second largest housing association in Wales, operating across South-East Wales within the local authority areas of Newport, Torfaen, Monmouthshire, Blaenau Gwent and Powys. Hedyn owns and manages approximately 15,000 properties of mixed tenure, including social rented homes, leasehold properties, shared ownership homes, supported housing and communal residential buildings. Hedyn is undertaking this pre-market engagement exercise to gather information that will help inform the future procurement of its Out-of-Hours Call Handling Service. Hedyn requires a service provider to manage and provide out of hours handling services outside of normal business hours. Through a Microsoft Forms questionnaire, Hedyn is seeking feedback on current market practices, service delivery models, innovation, and best practice to support the development of Hedyn's future requirements and specification. Hedyn are particularly interested in understanding opportunities to improve service efficiency and resident experience, as well as any emerging trends or developments within the sector. Suppliers are invited to complete the questionnaire using the link provided below. The questionnaire will close on the 17th November at 12pm. Responses will be reviewed as they are received and will be used to help inform Hedyn's future service requirements, specification, and procurement approach. Microsoft Forms Link: https://forms.cloud.microsoft/e/azJNCpGxb0 This exercise is for information-gathering purposes only. Any costs incurred in responding to this questionnaire will not be reimbursed by Hedyn. Information provided may be used to help inform the development of the service specification, procurement strategy, and future requirements. ### Planning Information Suppliers are invited to complete the questionnaire using the link provided below. The questionnaire will close on the 17th November at 12pm. Responses will be reviewed as they are received and will be used to help inform Hedyn's future service requirements, specification, and procurement approach. Microsoft Forms Link: https://forms.cloud.microsoft/e/azJNCpGxb0 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/101753-2026 | | 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 | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 27 Oct 2026 | | Submission deadline | Not specified | | Future notice date | 1 Dec 2026 | | Award date | Not specified | | Contract period | 1 Apr 2027 - 1 Apr 2029 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £625,000 | | 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 | Tai Hedyn Limited | | Locality | NEWPORT | | Postcode area | Newport | | Postcode | NP20 2DW | | Country | Wales | | ITL 1 | TLL Wales | | ITL 2 | TLL5 South East Wales | | ITL 3 | TLL54 Monmouthshire and Newport | | Local authority | Newport | | Electoral ward | Pillgwenlly | | Westminster constituency | Newport East | | Delivery location | TLL21 Monmouthshire and Newport | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79510000 - Telephone-answering services ## Release History - 27 Oct 2026 at 16:38 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/101753-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/101753-2026 27th October 2026 - Preliminary market engagement notice on Find a Tender ## Notice URLs - http://www.hedyn.wales - https://forms.cloud.microsoft/e/azJNCpGxb0 - 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-0791b7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0791b7.json.