Find a TenderAwardedContract details notice

Published 10 Jun 2025, 12:25 BST

Official UK procurement notice

Out of Hours Call Handling Service

Authority: The Swaythling Housing Society Limited (trading as Abri)

ServicesCompetitive flexible procedureAbove thresholdSME suitableVCSE suitable

Sectors: Radio, television, communication, telecommunication and related equipment (32)Postal and telecommunications services (64)Business Services & Consultancy (79) Delivery: UK

Published estimate£2,200,000≈ £733k / year · £2,640,000 inc. VAT · 1 value update

Submissions closed 19 Sept 2025awarded 10 Dec 2025

Awarded to Morgan Sindall Property Services

Contract term 3 yrsends 12 Jan 2029 · up to 11 Jan 2036 with extensions · starts 12 Jan 2026

What is being bought

Published requirement description

Abri sought a dedicated provider to deliver an out-of-hours call handling service, ensuring residents receive timely, empathetic, and effective assistance when urgent housing management issues arise outside standard working hours. This includes critical concerns such as emergency repairs, serious incidents, and tenancy-related emergencies. Our goal was to implement an innovative, dependable, and cost-efficient solution that enhances service delivery while maintaining our commitment to high-quality, customer-focused support. The selected provider should offer a robust and responsive system that ensures residents feel supported and always valued.

The authority expects to re-tender this requirement around 8 Jan 2035, 23:59 GMT.
How the procedure runs: Abri are undertaking a CFP for the provision of Out of Hours Handling Service. This CFP Tender has 4 stages. Stage 1 – Initial screening based on Quality and Price Assessment -Abri Stage 2 – Interview/Presentation Stage 3 – Final Bid (Opportunity to Review and Improve Pricing Schedule) Stage 4 – Final decision

CPV: Call centre · Telephone network · Telephone operator services · Telephone switchboard services · Telephone-answering services

The lotProcurement structure

single lot · value published

Lot #1AwardedRenewal 3 yrsSMEVCSEPublished value£2,200,000

Contract period: 12 Jan 2026 – 12 Jan 2029 (3 yrs) · up to 11 Jan 2036 with extensionsValue: £2,200,000 exc. VAT · £2,640,000 inc. VAT

Delivery: UKEligibility: SME eligibleVCSE eligible

Extensions: Optional to extend up to 84 months.

32551400 Telephone network 64214200 Telephone switchboard services 79510000 Telephone-answering services 79511000 Telephone operator services 79512000 Call centre

What it takes to win
i
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).

Evaluation split and conditions of participation as published; the tender pack may add more

How bids were scored

Simple description: The Award Criteria can be found in full within the CFP tender pack but include the following areas titles Experience, Mobilisation ,Capacity , customer relationship management and management information systems, performance and customer care management, tailored service delivery, operative training and monitoring, CRM with audit trail and recording, caller recognition and scripting, working within IT environments, and driving innovation and efficiency and Added Value.

Procedure terms & legal framework

From the official record

Procedure method: Competitive flexible procedure
Legal basis: UKPGA · 2023/54 Procurement Act 2023
Procurement category: Services
Notice status: Awarded
Procurement threshold: Above threshold (FTS publication)
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Competitive procedure
GPA / WTO covered: Unspecified in notice
Recurring procurement: Yes · next expected 8 Jan 2035
First published: 10 Jun 2025, 12:25 BST
Last source update: 16 Mar 2026, 15:07 GMT
Award evaluation window: Submission end – 10 Nov 2025
Authority reference: P/ABRI 1009/2025
FTS notice number: 2025/S 000-042966
Latest notice: Contract details notice (UK7)
Classification (CPV): Call centreTelephone networkTelephone operator servicesTelephone switchboard servicesTelephone-answering services
Delivery area: UK
Official registry OCID: ocds-h6vhtk-054603 Find a Tender
Contract terms summary: 30 days upon receipt of the invoice

How it runs: Abri are undertaking a CFP for the provision of Out of Hours Handling Service. This CFP Tender has 4 stages. Stage 1 – Initial screening based on Quality and Price Assessment -Abri
Stage 2 – Interview/Presentation
Stage 3 – Final Bid (Opportunity to Review and Improve Pricing Schedule)
Stage 4 – Final decision

How it was run

Official notice

Run through: In-tend · Who buys & how to bid on In-tend

Supplier login requiredElectronic submission allowedLanguage: EN

Access & registration note: Free · one account per buying organisation's portal · reCAPTCHA on signup

Submission deadline: 19 Sept 2025, 12:00 BST
Clarification deadline: 29 Aug 2025, 23:59 BST
Submission channel: Official e-sourcing portal
Electronic submission: Allowed
Accepted languages: en

Detailed submission instructions & authority contactsFrom official release

All Tender submission must be made via Abri Tendering portal : in-tendhost.co.uk/abri/aspx/Login ↗

Timeline

10 Jun 2025 → 16 Mar 2026 · 11 dates

Planning notice published
10 Jun 2025, 12:25 BST
Market engagement
21 Jun 2025, 12:59 BST
Please see documentation and questionnaire on our tendering portal: in-tendhost.co.uk/abri/aspx/Home ↗
Note that the deadline for submitting your response to this PME is 12:00 PM on 20 June 2025.
Next notice expected
22 Jul 2025, 12:59 BST
Tender notice published
24 Jul 2025, 17:47 BST
Clarification questions by
29 Aug 2025, 23:59 BST
Submission deadline
19 Sept 2025, 12:00 BST
Award decision expected by351 days ago
10 Nov 2025, 23:59 GMT
Assessment summaries sent320 days ago
12 Dec 2025
Standstill ends302 days ago
29 Dec 2025, 23:59 GMT
Contract starts289 days ago
12 Jan 2026
Latest notice published225 days ago
16 Mar 2026, 15:07 GMT

Notice history

16 events · 7 releases on Find a Tender · since 10 Jun 2025

Preliminary market engagement notice published
10 Jun 2025, 12:25 BST
UK2
Preliminary market engagement notice published
10 Jun 2025, 13:36 BST
UK2
Tender notice published
24 Jul 2025, 17:47 BST
UK4
Published value published: £2,200,000
24 Jul 2025, 17:47 BST
Status changed to active
24 Jul 2025, 17:47 BST
Procurement method changed
24 Jul 2025, 17:47 BST
Deadline published: 5 Sept 2025, 13:00 BST
24 Jul 2025, 17:47 BST
Tender notice published
26 Aug 2025, 09:31 BST
UK4
Deadline moved to 12 Sept 2025, 12:00 BST
26 Aug 2025, 09:31 BST
+7 days · was 5 Sept 2025, 13:00 BST
Tender notice published
11 Sept 2025, 17:08 BST
UK4
Deadline moved to 19 Sept 2025, 12:00 BST
11 Sept 2025, 17:08 BST
+7 days · was 12 Sept 2025, 12:00 BST
Contract award notice published
16 Dec 2025, 09:22 GMT
UK6
Status changed to complete
16 Dec 2025, 09:22 GMT
Contract signature expected
12 Jan 2026, 23:59 GMT
scheduled
Contract details notice published
16 Mar 2026, 15:07 GMT
UK7
Procurement method changed
16 Mar 2026, 15:07 GMT

Published amendments (2)

A correction needed to be made on submission return date for this PME due to system error . The updated deadline is now 12:00 NN on 20 June 2025.

The pricing schedule has been updated, and the submission deadline has been extended to 19 September 2025 .

Routine re-releases (7)

2025-08: 1 release · 26 Aug 2025
2025-07: 1 release · 24 Jul 2025
2025-06: 2 releases · 10 Jun 2025, 10 Jun 2025

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Awards 1

Awarded value £2,200,0001 award exc. VAT

Bids received 86 from SMEs

Contracts signed 1latest 13 Mar 2026

Awarded to	Value	Date	Status
Morgan Sindall Property Services1 Apr 2026 – 31 Mar 2029 · up to 1 Apr 2036Extensions: Optional to extend up to 84 months	£2,200,000	10 Dec 2025	Awarded

Contracts

Out of Hours Call Handling Service · Morgan Sindall Property Services
Signed
13 Mar 2026
Value
£2,200,000
Period
1 Apr 2026 – 31 Mar 2029 · up to 1 Apr 2036 with extensions
Status
active
Extensions
Optional to extend up to 84 months

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
8final-stage tenders · 11 at stage one	6	0	—

Contracting authority & participating public bodies

The Swaythling Housing Society Ltd (Trading as Abri)

Contracting authorityPublic authority - sub-central government GB-MPR: 10237R Collins House, Bishopstoke Road, Eastleigh, South East, SO50 6ADContact name, email, phone

Bidders & participating suppliers

1 commercial party on the notice

Morgan Sindall Property ServicesAwarded supplierGB-COH: 04415196 Kent House, 14-17 Market Place, London, London, W1W 8AJContact email, phone

Official documents & specifications (8)

Official links; attachments are not copied

Tender pack and attachments

Bidding documents and specifications tenderBidding documents and specificationsThe document set is available digitally on Abri's tendering platform.

Notices published for this procedure

Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender16 Mar 2026, 15:07 GMT
Contract award notice awardContract award noticeUK6Contract award notice on Find a Tender16 Dec 2025, 09:22 GMT
Tender notice tenderTender noticeUK4Tender notice on Find a Tender11 Sept 2025, 17:08 BST
Tender notice tenderTender noticeUK4Tender notice on Find a Tender26 Aug 2025, 09:31 BST
Tender notice tenderTender noticeUK4Tender notice on Find a Tender24 Jul 2025, 17:47 BST
Preliminary market engagement notice planningPreliminary market engagement noticeUK2Preliminary market engagement notice on Find a Tender10 Jun 2025, 13:36 BST
Preliminary market engagement notice planningPreliminary market engagement noticeUK2Preliminary market engagement notice on Find a Tender10 Jun 2025, 12:25 BST