--- title: "Provision of Out of Hours Call Handling Services, 2026 - 2029 (Re-Issue)" ocid: "ocds-r6ebe6-0000841320" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000841320" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000841320.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000841320.json" source: "Public Contracts Scotland" current_stage: "Tender" buyer: "Cairn Housing Association" published: "2026-08-27" --- # Provision of Out of Hours Call Handling Services, 2026 - 2029 (Re-Issue) Buyer: Cairn Housing Association Current stage: Tender OCID: ocds-r6ebe6-0000841320 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000841320) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000841320.json) ## Summary Cairn Housing Association is procuring an out-of-hours call handling service for its tenants and properties across Scotland, covering 27 local authority areas. The service must receive and manage approximately 10,000 calls each year, protect tenant safety through immediate triage, arrange emergency dispatch where needed, record incoming and outgoing calls, and maintain detailed call logs. It must comply fully with the Scottish Social Housing Charter. This is a housing-related emergency communications and contact-centre service rather than a supply or construction contract. The requirement is presented as one lot and is intended for an organisation able to provide continuous out-of-hours coverage across Scotland. The relevant service classification is CPV 79512000, covering call centre services. The buyer has invited offers through a tender using an open procedure. Bids must be submitted electronically in English by 18 September 2026 at 12:00 UTC. Bids are scheduled to be opened at 12:30 UTC on the same day, with evaluation beginning from that time. The contract period is 1,080 days, with an option, subject to agreement by both parties, to extend into a fourth and fifth year. The requirement is covered by the Government Procurement Agreement. It is one lot, variants are not allowed, and bids must remain valid for 90 days after the submission deadline. Electronic payment and ordering will be used, and electronic invoicing is allowed. Staff names and professional qualifications must be provided. This opportunity suits established contact-centre, call-handling, telecare or housing emergency-response providers with the people, systems and procedures to deliver dependable out-of-hours coverage across a geographically dispersed property portfolio. Suppliers should be able to handle substantial annual call volumes, identify and triage urgent situations quickly, and arrange emergency attendance when required. Strong call recording, case management, audit trails and detailed reporting capabilities are central to the requirement. Experience of supporting tenants, residents or vulnerable service users would be relevant, particularly where safety incidents must be managed consistently and escalated without delay. Bidders need the capacity to provide suitably qualified staff, identify those staff in their submission, operate in English and demonstrate compliance with the Scottish Social Housing Charter. ## 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 year upon agreement of both parties. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563211 | | 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 | 27 Aug 2026 | | Submission deadline | 18 Sep 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 - 27 Aug 2026 at 01:00 - Tender - PCS Notice - Website Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563211 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=AUG563211 Provision of Out of Hours Call Handling Services, 2026 - 2029 (Re-Issue) - 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://www.cairnha.com - http://www.creativescotland.com - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000841320 - https://www.publiccontractsscotland.gov.uk/ - https://www.publiccontractsscotland.gov.uk/ESPD/ESPD_Download.aspx?id=841320 - https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=841320 - 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-r6ebe6-0000841320. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000841320.json.