Out of Hours Call Handling for Sheltered Housing Tender - 135503323

Procurement Summary

Country: United Kingdom

Summary: Out of Hours Call Handling for Sheltered Housing Sites

Deadline: 09 Mar 2026

Posting Date: 11 Feb 2026

Other Information

Notice Type: Tender

TOT Ref.No.: 135503323

Document Ref. No.:

Competition: ICB

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

CPV Classification

79510000 - Telephone-answering services

Purchaser's Detail

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Tender Details

Service Requirement: Out of Hours (OOH) Housing and Emergency Repair Support Procurement Objective: Appointment of a qualified and experienced Contractor to deliver a responsive Out of Hours service across Brunelcare's sheltered housing sites (including leaseholders and Shared Owners). Contract Value (estimated): £200, 000 (incl VAT) Length of Contract: 4 years Background: Brunelcare is a Bristol-based charity committed to providing high-quality housing, care, and support for older people across the Southwest. Our sheltered housing schemes accommodate vulnerable residents who require timely and compassionate assistance outside standard office hours (Monday to Friday 8.30am to 4.30pm). Scope of Services: The Contractor will deliver an Out of Hours Service that ensures urgent housing and repair-related support during evenings, weekends, and public holidays. The service will include but is not limited to: Emergency repairs and safety-related incidents; Welfare checks and safeguarding alerts; Assistance with access issues, lockouts, and urgent housing matters; Escalation and handover to daytime operational teams. Service Hours: Weekdays: 4.30 PM - 8.30 AM; Weekends: Friday 4.30 PM - Monday 8.30 AM; Public holidays: Full coverage Key Requirements: Staffed telephone line and/or digital triage system; Escalation to emergency services, on-call staff, or family contacts; Response within agreed SLAs; Accurate call logging and daily reporting; GDPR-compliant data handling an...

Documents

 Tender Notice