Out of Hours Call Handling Service – 00267-CX

{
  "buyer": {
    "id": "GB-PPON-PVMT-4274-HPBN",
    "name": "Stonewater Ltd"
  },
  "date": "2025-11-10T14:05:13Z",
  "id": "072442-2025",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-05ddca",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Leicester",
        "postalCode": "LE8 6EP",
        "region": "UKF22",
        "streetAddress": "Suite C Lancaster House, Grange Business Park"
      },
      "contactPoint": {
        "email": "donna.monro@stonewater.org",
        "name": "Donna Monro"
      },
      "details": {
        "classifications": [
          {
            "description": "Public authority - sub-central government",
            "id": "publicAuthoritySubCentralGovernment",
            "scheme": "UK_CA_TYPE"
          }
        ]
      },
      "id": "GB-PPON-PVMT-4274-HPBN",
      "identifier": {
        "id": "PVMT-4274-HPBN",
        "scheme": "GB-PPON"
      },
      "name": "Stonewater Ltd",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2026-01-15T23:59:59+00:00"
    },
    "description": "Stonewater\u2019s Customer Service Centre (CSC) provides a customer focused and efficient service, receiving and processing a wide range of housing enquires including the following distinct service areas: \n\u2022Repairs and Maintenance (including estate services) \n\u2022Neighbourhood Management \n\u2022Tenancy Management  \n\u2022Income Management  \n\u2022Antisocial Behaviour \n\u2022Complaints \n\u2022Home Ownership \nThe CSC is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the CSC\u2019s opening hours.\nStonewater are looking for a service provider that can supply their out of hours customer service outside its core hours and when needed outside of these times.  Stonewater are looking for the service provider to provide the service with agents that have excellent customer service skills and well trained in housing repairs with significant importance to changes introduced by Awaabs and HHSRS\nFor more information about this opportunity, please visit the Delta eSourcing portal at: \nhttps://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Telephone-answering-services./NXM72JE5R8\nTo respond to this opportunity, please click here: \nhttps://www.delta-esourcing.com/respond/NXM72JE5R8",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "datePublished": "2025-11-10T14:05:13Z",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "072442-2025",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/072442-2025"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2025-11-21T12:00:00+00:00"
    },
    "id": "00267-CX",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Telephone-answering services",
            "id": "79510000",
            "scheme": "CPV"
          },
          {
            "description": "Call centre",
            "id": "79512000",
            "scheme": "CPV"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "name": "Price",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ],
              "type": "price"
            },
            {
              "name": "Quality",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2029-02-23T23:59:59+00:00",
          "maxExtentDate": "2031-02-21T23:59:59+00:00",
          "startDate": "2026-02-20T00:00:00+00:00"
        },
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "2 x 12 months"
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "value": {
          "amountGross": 260000.0,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "open",
    "procurementMethodDetails": "Open procedure",
    "status": "active",
    "submissionMethodDetails": "https://www.delta-esourcing.com/delta",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "tenderPeriod": {
      "endDate": "2025-12-12T12:00:00+00:00"
    },
    "title": "Out of Hours Call Handling Service \u2013 00267-CX",
    "value": {
      "amountGross": 260000.0,
      "currency": "GBP"
    }
  }
}