Out of Hours Call Handling Service

A Tender Notice
by THE SWAYTHLING HOUSING SOCIETY LTD (TRADING AS ABRI)

Source
Find a Tender
Type
Contract (Services)
Duration
3 year
Value
£2M
Sector
TECHNOLOGY
Published
24 Jul 2025
Delivery
12 Jan 2026 to 12 Jan 2029
Deadline
05 Sep 2025 12:00

Concepts

Location

United Kingdom:

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

Abri is seeking a dedicated provider to support our out-of-hours service, ensuring residents receive timely, empathetic, and effective assistance when urgent housing management issues arise outside standard working hours. This includes critical concerns such as emergency repairs serious incidents and tenancy-related emergencies. Our goal is to implement an innovative, dependable, and cost-efficient solution that enhances service delivery while maintaining our commitment to high-quality, customer-focused support. The selected provider should offer a robust and responsive system that ensures residents feel supported and always valued.

Renewal Options

Optional to extend up to 84 months.

Award Criteria

Simple description The Award Criteria can be found in full within the CFP tender pack but include the following areas titles Experience, Mobilisation ,Capacity , customer relationship management and management information systems, performance and customer care management, tailored service delivery, operative training and monitoring, CRM with audit trail and recording, caller recognition and scripting, working within IT environments, and driving innovation and efficiency and Added Value.

CPV Codes

  • 32551400 - Telephone network
  • 64214200 - Telephone switchboard services
  • 79510000 - Telephone-answering services
  • 79511000 - Telephone operator services
  • 79512000 - Call centre

Indicators

  • This is a recurring contract.
  • Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains