--- title: "Provision of Out of Hours Call Handling Services, 2026 - 2029" ocid: "ocds-r6ebe6-0000839467" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000839467" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000839467.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000839467.json" source: "Public Contracts Scotland" current_stage: "Tender" buyer: "Cairn Housing Association" published: "2026-08-06" --- # Provision of Out of Hours Call Handling Services, 2026 - 2029 Buyer: Cairn Housing Association Current stage: Tender OCID: ocds-r6ebe6-0000839467 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000839467) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000839467.json) ## Summary Cairn Housing Association is procuring an out-of-hours call handling service for its tenants. The provider will receive and manage approximately 10,000 calls each year, carry out immediate triage, arrange emergency dispatch where required, record incoming and outgoing calls, and maintain detailed call logs. The primary purpose is to protect tenant safety and ensure compliance with the Scottish Social Housing Charter. This is a public-service call centre and emergency-response support requirement, classified under CPV 79512000. Delivery must cover tenants across mainland Scotland and the Isle of Lewis. The service is being bought by Cairn Housing Association, a housing association based in Edinburgh, for its housing operations. The procurement has reached tender: Cairn Housing Association invited offers through an open procedure, with electronic submission. The tender deadline set by the buyer was 28 August 2026 at 12:00 UTC, with bid opening at 12:30 UTC and evaluation scheduled to start at 12:30 UTC. It comprises one lot, with a contract duration of 1,080 days and an option to extend into a fourth and fifth year, described as a 3+1+1 arrangement. Bids must remain valid for 90 days, and variants are not permitted. The evaluation includes suitability requirements set out in the Invitation to Tender, and bidders must provide staff names and professional qualifications. Submissions must be in English. This opportunity suits established out-of-hours contact-centre and emergency call-handling providers with sufficient operational resources to manage around 10,000 calls a year. Relevant capability includes continuous receipt and management of tenant calls, rapid triage of urgent situations, arranging emergency repairs or other emergency dispatch where appropriate, and maintaining accurate records of every incoming and outgoing call. Suppliers should be able to operate across mainland Scotland and the Isle of Lewis, coordinate reliably with emergency responders and housing teams, and demonstrate how their service will protect tenant safety. The requirement also suits providers experienced in delivering housing-related services under the Scottish Social Housing Charter, with suitably qualified staff whose names and professional qualifications can be provided. ## Notice An an out of hours call handling service, with sufficient resources to receive and manage approximately 10,000 calls per annum. The service's main priority will be to maintain tenant safety by providing immediate triage, ensuring emergency dispatch where applicable, recording all incoming and outgoing calls, maintaining detailed call logs, and ensuring the service is fully complaint with the Scottish Social Housing Charter. ### Lot Information Lot 1 As per appended Invitation to Tender Renewal: Option to extend contract into fourth and fifth years (3+1+1 years) ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG561759 | | Notice type | PCS Notice - Website Contract Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Aug 2026 | | Submission deadline | 28 Aug 2026 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | Not specified | | 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 | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | Cairn Housing Association | | Locality | EDINBURGH | | Postcode area | Edinburgh | | Postcode | EH7 4GH | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM1 East Central Scotland | | ITL 3 | TLM13 City of Edinburgh | | Local authority | City of Edinburgh | | Electoral ward | Leith Walk | | Westminster constituency | Edinburgh North and Leith | | Delivery location | TLM Scotland | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79512000 - Call centre ## Release History - 6 Aug 2026 at 01:00 - Tender - PCS Notice - Website Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG561759 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG561759 Provision of Out of Hours Call Handling Services, 2026 - 2029 - An an out of hours call handling service, with sufficient resources to receive and manage approximately 10,000 calls per annum. The service's main priority will be to maintain tenant safety by providing immediate triage, ensuring emergency dispatch where applicable, recording all incoming and outgoing calls, maintaining detailed call logs, and ensuring the service is fully complaint with the Scottish Social Housing Charter. ## Notice URLs - http:// - http://www.cairnha.com - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000839467 - https://www.publiccontractsscotland.gov.uk/ - https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=839467 - https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=839467 - https://www.publiccontractsscotland.gov.uk/sitehelp/help_guides.aspx ## 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-r6ebe6-0000839467. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000839467.json.