Published date: 14 December 2023

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 15 May 2023, 12pm

Contract summary

Industry

  • Repair and maintenance services - 50000000

  • Call centre - 79512000

Location of contract

Any region

Value of contract

£50,000 to £50,000,000

Procurement reference

20231214150809-119413

Published date

14 December 2023

Closing date

15 May 2023

Closing time

12pm

Contract start date

1 December 2023

Contract end date

30 November 2027

Contract type

Service contract

Procedure type

Open procedure

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

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

**THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE** It is Hyde's intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to:
- Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols,
- Anti-social behaviour (ASB) management - managing calls and providing reports,
- Planned and unplanned business continuity planning - to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc,
- Contractor management - where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains.

The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document.
The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period.

This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services.
Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
https://www.ons.gov.uk/economy/nationalaccounts/uksectoraccounts/datasets/publicsectorclassificationguide
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://gov.wales/topics/improvingservices/devolution-democracy-delivery/register-of-public-bodies/?lang=en
https://www.executiveoffice-ni.gov.uk/publications/public-bodies-and-public-appointments-annual-report-201415
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies
**THIS CONTRACT HAS BEEN AWARDED AND THIS NOTICE IS A CONTRACT AWARD NOTICE**

More information

Links

Award information

Awarded date

22 November 2023

Contract start date

1 December 2023

Contract end date

30 November 2027

Total value of contract

£50,000,000

This contract was awarded to 4 suppliers.

CAREIUM UK LIMITED

Address

ASPINALL HOUSE WALKER PARK, BLACKBURN, LANCASHIRE, BB1 2QE

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

Additional details

Ranked No. 1 on Framework

NATIONWIDE PROPERTY ASSISTANCE LTD

Address

20 FLOOR 5 GRACECHURCH STREET, LONDON, EC3V 0BG

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

Additional details

Ranked No. 2 on Framework

Eastvantage Business Solutions Inc

Address

801 Tung Hip Commercial Building, 244-248 Des Voeux Road
Hong Kong

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

Additional details

Ranked No. 3 on Framework

Response Team 247 Limited

Address

UNIT 1 PICKS COTTAGE SEWARDSTONE ROAD, LONDON, E4 7RA

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

Additional details

Ranked No. 3 on Framework

About the buyer

Contact name

Tarvinder Bhungle

Address

30 Park Street
London
SE1 9EQ
ENG

Telephone

+44 2073785074

Email

Tarvinder.Bhungle@hyde-housing.co.uk

Website

https://www.hyde-housing.co.uk