Out of Hours Phone Service

Location

Berkshire

Description

Provision of an Out-of-Hours telephone answering and call handling service for Housing Solutions, delivering a responsive first point of contact for residents outside normal business hours. the service includes the receipt, assessment and escalation of emergency repairs, tenancy related matters and other urgent enquiries, ensuring continuity of service and appropriate response to residents need 24 hours a day, 365 days a year.

Total Quantity or Scope

Housing Solutions awarded a contract for the provision of an Out of Hours Telephone service through a direct award under the Fusion21 Reactive Repairs and Empty Buildings Framework, Lot 5b. The service provides residents with access to a dedicated out-of-hours contact centre for the reporting and management of emergency repairs, urgent housing related issues, and other critical incidents outside normal business hours. The contract was awarded to Davies Group Limited in accordance with the terms of the framework. The service is designed to ensure continuity of customer support, effective call handling, triage, escalation and cordination of emergency responses, helping to maintain resident safety and service delivery standards outside standard operating hours. The contract is estimated to be up to GBP75,000 and has a fixed term of 2 years with no option to extend.

Award Detail

Award Criteria

CPV Codes

• 79512000 - Call centre
• 79510000 - Telephone-answering services

Indicators

• Award on basis of price.

Legal Justification

Housing Solutions awarded this contract by direct award through the Fusion21 Rreactive Repairs and Empty Buildings Framework, Lot 5b, which was established in accordance with the Public Contracts Regulations 2015. The framework permits participating contracting authorities to award contracts directly to framework suppliers in accordance with the framework terms and award mechanisms.

Other Information

Housing Solutions awarded this contract for the provision of an Out of Hours Telephone Service by way of a direct award through Fusion21 Reactive Repairsand Empty Buildings Framework, Lot 5b. The framework was established in accordance with the Public Contracts Regulations 2015 and enables participating contracting authorities to award contracts directly to appointed framework suppliers in accordance with the framework terms. Prior to award, Housing Solutions reviewed its service requirements and available procurement options. Following this review, it was determined that a direct award through the framework represented the most appropriate, compliant and efficient route to market. The contract was therefore awarded to Davies group limited. Davies Group Limited was the incumbent provider of the Out of Hours Telephone Service and had delivered the service to a satisfactory standard. Throughought the previous contract period, the provider demonstrated an understanding of Housing Solutions operating environment, customer service requirements, escalation processes and emergency response arrangements. In light of the positive performance of the existing service and the need to maintaincontinuity of service for residents, housing Solutions considered it appropriate to utilise the direct award mechanism available under the framework. The contract supports Housing Solutions commitment to maintaining a responsive and reliable service for residents at all times, ensuring that urgent enquiries and emergency situations are effectively managed outside standard office hours. The service operates as an extension of Housing Solutions customer service function and plays a key role in ensuring resident safety, business continuity and effective incident management. The contract was awarded at an estimated value of up to GBP75,000 for a fixed term of two years with no option to extend. The award was made in accordance with the call-off provisions of the Fusion21 Reactive repairs and Empty Buildings Framework, Lot 5b. This award will provide Housing Solutions with continuity of service, operational stability and a proven solution for the delivery of its out-of-hours customer contact requirements throughout the contract term. (MT Ref:237574)