Published date: 21 November 2017

Last edited date: 21 November 2017

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

Closing: 21 September 2017

Contract summary


  • Telephone-answering services - 79510000

  • Call centre - 79512000

Location of contract


Value of contract


Procurement reference


Published date

21 November 2017

Closing date

21 September 2017

Contract start date

9 October 2017

Contract end date

26 August 2022

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?


Contract is suitable for VCSEs?



The purpose of this document is to invite you to submit a tender in to meet the requirements of Luton Borough Council's Assistive Technology Solutions, for the supply of Call Monitoring & Response Services for Assistive Technology Solutions (Telecare). Luton Borough Council is a unitary authority in the South of England covering the town of Luton, which is part of a wider conurbation including Dunstable and Houghton Regis.
The population of Luton is 214,700 with approximately 25,800 of those being residents over the age of 65.
Luton is ethnically diverse with less than half of the population identifying as \"White British\", while other groups including Indian, Pakistani, Bangladeshi, Eastern European, Caribbean and African groups make up the rest of the population.
79.4% of people living in Luton speak English. The other top languages spoken are Urdu: 4.4%, Polish: 4.1%, Bengali: 3.3%, Punjabi: 1.1%, Gujarati: 0.9%, Arabic: 0.5%, Other South Asian Languages: 0.4%, Lithuanian: 0.4%, and Tamil: 0.3%.
Current Service
The current Call Monitoring & Response Service is provided by Welbeing, out of the Eastbourne Call Monitoring Centre in East Sussex.
The current service is operated 24/7 by Wellbeing staff. The delivery platform is the Tunstall PNC6 system backed by a Tunstall Response disaster recovery service.
The current contract has reached the end of the initial period and is therefore to be retendered as per the conditions of the existing contract.
Unless agreed otherwise, any contract awarded and subsequent order placed as a result of this exercise shall be subject to our Terms & Conditions included within document.
Henceforth in this document, reference to \"The Customer\" means Luton Borough Council

Award information

Awarded date

5 October 2017

Contract start date

9 October 2017

Contract end date

26 August 2022

Total value of contract


This contract was awarded to 1 supplier.

Wealden and Eastbourne Lifeline


BN21 3UT



Supplier is SME?


Supplier is VCSE?


About the buyer

Contact name

Freya Casemore


Town Hall
George Street
United Kingdom


+44 1582548083