Published date: 20 August 2019
Awarded contract - This means that the contract has been awarded to a supplier.
Contract summary
Industry
Customer services - 79342300
Telephone-answering services - 79510000
Location of contract
Any region
Value of contract
£498,978
Procurement reference
CUS00152
Published date
20 August 2019
Closing date
21 June 2019
Contract start date
18 October 2019
Contract end date
17 October 2024
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?
Yes
Contract is suitable for VCSEs?
No
Description
L&Q is one of the largest providers of affordable housing in the UK, managing over 90,000 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, L&Q Living and Triathlon Homes 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 In-Tend.
Award information
Awarded date
20 August 2019
Contract start date
18 October 2019
Contract end date
17 October 2024
Total value of contract
£498,978
This contract was awarded to 1 supplier.
Nationwide Property Assistance Ltd
Address
7 The Courtyard,
Buntsford Drive,
Bromsgrove,
Worcestershire,
B60 3DJReference
Companies House number: 08964573
Value of contract
£498,978
Supplier is SME?
Yes
Supplier is VCSE?
No
About the buyer
Contact name
Danny Carragher
Address
29-35 West Ham Lane
LONDON
E154PH
England
Telephone
0300 456 9998
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Closing: 21 June 2019
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