Provision of call answering and enquiry management service for Housing Ombudsman

Published date: 3 January 2017

Last edited date: 3 January 2017

Closed future opportunity - This means that a potential contract has passed its approach to market date. A buyer can choose to consider any supplier interest or convert this notice into an opportunity ready for live procurement.

Approach to market date: 3 January 2017

Contract summary

Industry

Call centre - 79512000

Location of contract

Any region

Value of contract

£100,000 to £160,000

Procurement reference

Call Answering & Enquiry Service

Published date

3 January 2017

Approach to market date

3 January 2017

Contract start date

27 February 2017

Contract end date

29 March 2019

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Description

the Housing Ombudsman is keen to seek EOIs from interested suppliers in providing a front end call answering service to the Public for social housing related enquires. The service will also include the provision of some back office functions. The successful supplier can be located anywhere in the UK but will be providing the service to the Public as the front face of the Housing Ombudsman. The successful supplier will need to have an existing call management service and should be capable of managing email communication. The service provides key contact points for some vulnerable customers and the supplier needs to be capable of delivering an impartial but sensitive service.
The Housing Ombudsman is an independent statutory body but funded by social landlord registration fees and therefore will be seeking value for money through this engagement.

More information

Spend profile

This table displays the spend profile of the notice
Financial year	Budget
2017/2019	£164,000

Attachments

Customer Guide 1 - Telephone Guidance.docx
Information on bidders
Supplier Briefing 1 - Telephone Guidance

Customer Guide 3 - Web Complaint Guidance.docx
Information on bidders
Supplier Briefing 3 - Web guidance

Customer Guide 4 - Email Process Flow.docx
Information on bidders
Supplier Briefing 4 - Email Process Flow

Customer Guide 5 - Web Complaint Process Flow.docx
Information on bidders
Supplier Briefing 5 - Web Process Flow

Volumetrics.docx
Information on bidders
Supplier Briefing 7 - Volumetrics

Call Redirection Guidance.doc
Information on bidders
Supplier Briefing 6 - Call redirection Guidance

Call answering and enquiries overview document to support EOI final.docx
Information on bidders
service overview document

Customer Guide 2 - Email Guidance.docx
Information on bidders
Supplier Briefing 2 - Email Guidance

Additional text

The attachments provided will form part of the future ITT pack. Clarifications on these will NOT be taken at this point.

About the buyer

Contact name

Rosalind D'Cruz (commercial manager)

Address

Exchange Tower 1, Exchange Square London E14 9GE
London
E14 9GE
England

Telephone

0207 421 3458

Email

rdcruz@housing-ombudsman.org.uk