Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)
No value published
The procurement contact named on the official notice.
A Tender Response must be submitted via ProContract for the Supplier to be considered for the award of the Contract in the Tendering Procedure. https://procontract.due-north.com/Opportunities/Index?p=18d7f93d-94bb-ef11-8132-005056b64545&v=2 If you are unable to access the portal via this link, please go to https://procontract.due-north.com/Opportunities/Index and search for the opportunity; using the "Portal" filter, selecting "Shared Services for Housing" from the drop down link. Tender Responses and communications submitted by Suppliers via any other means will be excluded. Suppliers that require any technical assistance in using the portal or have any difficulty registering or logging in, should contact the ProContract helpdesk: - 0330 005 0352 (9am - 5.30pm Mon - Fri) - suppliersupport@proactisservicedesk.com - "Submit a Ticket" to the helpdesk (via https://suppliersupport.proactisservicedesk.com/s/?language=en_US) Full details around submitting a compliant tender can be found within Schedule 1 of the associated tender documents.
The submission route named on the official notice.
Brunelcare's Repair & Maintenance cycle is past due — it ran about every 17 months across 3 notices, and the door is open now. It may re-tender at any time.
Brunelcare invites tender responses for the provision of an Out of Hours (OOH) Contact Centre Service to deliver urgent housing, property, and welfare-related support during evenings, weekends, and public holidays.
The service will support residents living in Brunelcare's sheltered flats and bungalows, which provide an independent living environment within a supportive community.
The service requirements include, but are not limited to: - Emergency repairs and safety-related incidents. - Welfare checks and safeguarding alerts. - Assistance with access issues, lockouts, and other urgent housing matters. - Escalation of incidents and handover to Brunelcare's daytime operational teams.
The supplier will be responsible for coordinating with Brunelcare's DLO and specialist contractors in relation to any repair-related call-outs.
The procurement of an OOH Service provider is a key step in ensuring Brunelcare continues to meet its operational requirements, deliver a responsive and high-quality service to residents, and provide reassurance to residents, staff, and stakeholders.
The successful Supplier will provide a comprehensive call handling and triage service, including the logging, monitoring, escalation, and reporting of all out of hours incidents.
Brunelcare is a Bristol-based charity providing high-quality housing, care, and support services for older people across the South West.
Brunelcare is conducting an Open Procedure to appoint a suitable Supplier to deliver this service, commencing on 1st April 2027.
The contract will comprise an initial term of three (3) years, with the option to extend for up to two (2) additional years, giving a maximum contract term of five (5) years.
Full details of the requirements and scope of services are contained within the associated tender documents available via ProContract.
The deadline for submission of tenders is 12pm (noon) on 20th October 2026.
Please note that Shared Services for Housing (SSfH) is acting as the managing organisation on behalf of Brunelcare for this tender opportunity.
What the notice asks for
Brunelcare invites tender responses for the provision
Brunelcare invites tender responses for the provision of an Out of Hours (OOH) Contact Centre Service to deliver urgent housing, property, and welfare-related support during evenings, weekends, and public holidays.
The service will support residents living in
The service will support residents living in Brunelcare's sheltered flats and bungalows, which provide an independent living environment within a supportive community.
The supplier will be responsible for coordinating
The supplier will be responsible for coordinating with Brunelcare's DLO and specialist contractors in relation to any repair-related call-outs.
The procurement of an OOH Service provider
The procurement of an OOH Service provider is a key step in ensuring Brunelcare continues to meet its operational requirements, deliver a responsive and high-quality service to residents, and provide reassurance to residents, staff, and stakeholders.
The successful Supplier will provide a comprehensive
The successful Supplier will provide a comprehensive call handling and triage service, including the logging, monitoring, escalation, and reporting of all out of hours incidents.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
What it takes to bid this
Typical UK bid effort for the value not published — mid-band assumed band — an estimate, not a quote.
Qualify & bid/no-bid ~10% · SQ / PQQ ~20% · Written response ~55% · Review & presentation ~15%
Typical for this category — confirm against the ITT pack
- Show at bidComparable references / case studies
- Hold at bidFinancial standing (accounts, often ~2× contract value turnover)
- Hold at bidInsurance cover (PL / EL, often PI)
- Show at bidSocial value commitments
Hold at bid = pass/fail conditions of participation. Show at bid = scored in the quality response. Plan for delivery = contract obligations from day one.
Make the case to bid
Reveal who to approach at Brunelcare, and generate a go-to-market strategy from their news, accounts and people.
Free to start. Named contacts come from published notices; the strategy is generated from the buyer’s news, accounts and people.
The full intelligence dossier
Our agent reads Brunelcare’s accounts, hunts live signals, finds the people who decide — and hands you a bid strategy plus a go-to-market influence plan, including what your team should post this week. You approve every paid step.
Five included while we’re in beta, and the agent asks before it spends on any paid step.
- OCID
- ocds-h6vhtk-06f90a
- Stage
- tender · Open
- Source
- Find a Tender
- Buyer ref
- 086835-2026
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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