External Call Handling Service

{
  "buyer": {
    "id": "GB-CHC-7744",
    "name": "Halton Housing"
  },
  "date": "2026-03-02T11:19:19Z",
  "id": "018341-2026",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-065f52",
  "parties": [
    {
      "additionalIdentifiers": [
        {
          "id": "PJYQ-2612-YCZX",
          "scheme": "GB-PPON"
        }
      ],
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Widnes",
        "postalCode": "WA8 0TD",
        "region": "UKD71",
        "streetAddress": "Waterfront Point, Warrington Road"
      },
      "contactPoint": {
        "email": "tenders@cirruspurchasing.co.uk"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-CHC-7744",
      "identifier": {
        "id": "7744",
        "scheme": "GB-CHC"
      },
      "name": "Halton Housing",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": false,
    "description": "Halton Housing require a qualified and experienced service provider to provide an external telephone call handling service, for calls received from HH tenants and customers. The previous iteration of this contract started as an out of hours call handling service only, but this requirement has grown to include notable in-hours support.\nFull details of the required service are detailed within the \u0027Service Specification 2026.pdf\u0027 which can be found within the \u0027Supporting Information.zip\u0027 folder.\nUsage figures for the last 12 months can be found in the attached spreadsheet titled \"HH Call Service Usage Jan to Dec 26.xlsx\".\nThe outcome of the tender process will be a single contract with one service provider. The contract will be for an initial 2 years with 1 option to extend by a further 12 months, up to a maximum 3 years total contract term, subject to HH requirements and the performance of the successful service provider. \nThe anticipated commencement date is estimated to be 1st June 2026.",
    "documents": [
      {
        "documentType": "biddingDocuments",
        "id": "L-1",
        "url": "https://www.delta-esourcing.com/respond/9TA2HTT625"
      },
      {
        "datePublished": "2026-03-02T11:19:19Z",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "018341-2026",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/018341-2026"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2026-03-20T17:00:00Z"
    },
    "id": "ocds-h6vhtk-065f52",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Call centre",
            "id": "79512000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UKD"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "description": "50% Quality\n50% Cost"
        },
        "contractPeriod": {
          "endDate": "2028-05-31T23:59:59+01:00",
          "maxExtentDate": "2029-05-31T23:59:59+01:00",
          "startDate": "2026-06-01T00:00:00+01:00"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "Single optional extension period of 12 months"
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "value": {
          "amountGross": 135000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "open",
    "procurementMethodDetails": "Below threshold - open competition",
    "status": "active",
    "submissionMethodDetails": "https://www.delta-esourcing.com/respond/9TA2HTT625",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed"
    },
    "tenderPeriod": {
      "endDate": "2026-03-30T12:00:00+01:00"
    },
    "title": "External Call Handling Service",
    "value": {
      "amountGross": 135000,
      "currency": "GBP"
    }
  }
}