Published date: 13 May 2020

Last edited date: 8 June 2020

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 29 June 2020

Contract summary

Industry

  • Customer services - 79342300

  • Telephone-answering services - 79510000

  • Call centre - 79512000

Location of contract

E15 4PH

Value of contract

£0

Procurement reference

CUS00208

Published date

13 May 2020

Closing date

29 June 2020

Contract start date

10 August 2020

Contract end date

9 August 2025

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

L&Q is one of the largest providers of affordable housing in the UK, managing over 95,000 homes in London and the south east of England. Although L&Q work with over 100 local authorities, almost 80% of our homes are located in London boroughs. L&Q have the largest development programme of any Registered Provider operating in the London area.

Further information about L&Q Group can be found at www.lqgroup.org.uk

L&Q is seeking a Supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The Supplier will delivering the required services to customers in the UK comparative to the size and complexity of L&Q. Managing telephone calls from L&Q's customers (or persons acting on their behalf) outside of L&Q's normal operating hours.

The Supplier shall provide an 'Out of Hours' (OOH) telephone call handling service (Services) for residents of London & Quadrant Housing Trust (L&Q) and other organisations who L&Q take Inbound Calls from on behalf of such as L&Q Energy and L&Q Living who require L&Q offered services such emergency repairs or urgent assistance for situations that have arisen. The Services shall include other methods of contact such as webchat (this is not exhaustive) as proposed by any successful Bidder. In providing the Services the Supplier shall be required to make Outbound Calls also and may also be required to provide an Inbound Calls overflow facility during L&Q's normal operating hours.

TUPE is considered by the incumbent supplier to apply to the ongoing provision of these Services.

Any successful bidder will be expected to contract with L&Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid).

Please see the procurement documentation for all information.

Enquiries may be made through the correspondence facility of L&Q's eSourcing portal Intend.

More information

Links

Additional text

Please note all procurement documentation is available for free download to any parties wishing to express an interest. Please visit L&Q's eSourcing Portal (In-Tend) using the following to the front end and registration pages of the portal as applicable:

https://in-tendhost.co.uk/lqgroup/aspx/Home

https://in-tendhost.co.uk/lqgroup/aspx/Registration

Is a Recurrent Procurement Type? : No

About the buyer

Contact name

Danny Carragher

Address

Stratford
Stratford
London
E15 4PH
United Kingdom

Telephone

+44 3004569998

Email

dcarragher@lqgroup.org.uk

Website

www.lqgroup.org.uk