Out of Hours Call Handling Services (2020)

L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation.

In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure.

L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service at 6 p.m. on Thursday 29 October 2020.

L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions.

L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf.

The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024).

TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services.

Any successful bidder will be expected to contract with L and Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid).

Please see the procurement documentation for applicable all information.

Enquiries may be made through the correspondence facility of L and Q's eSourcing portal (In-Tend).