Out of Hours Emergency Call Service

The Royal Borough of Kensington and Chelsea (RBKC) is seeking to recommission the provision of the Council’s out of hours call handling and data collection service. The Council has a statutory obligation to provide out of hours provision for the following key priority services:

• Social Services
• Major Emergencies
• Terror Threats
• Homeless
• Noise & Nuisance
• Highways Emergencies
• Environmental Health
• Dangerous Structures
• Fallen trees
• Parks and Cemeteries
• Registrars
• Stray Dogs
• Street Lighting
• Key Contacts / General Information

The purpose of this service is to ensure all service requests from the public and other public authorities for these time critical emergency services are delivered to the appropriate service or supplier for timely resolution. This will involve collecting information and passing information onto the relevant individual and teams, referencing borough specific contact data and rotas as needed. Arranging emergency accommodation for homeless residents.

The service will operate from Monday to Friday 5:01pm – 8:59am and 5:01pm Friday to 8.59am Monday, including 24/hr cover at weekends and public holidays (please note, operational hours may change).

The contract will be awarded for the duration of 3 years (with the potential provision to extend for a further 2-year period). The annual cost of the service is estimated to be £131,494 and the value over the 5 year contract is estimated to be £ 657,470. Additional information: To register your expression of interest kindly visit our e-tendering portal; www.capitalesourcing.com ↗ and search for the following reference: RBKC_1726 - Out of Hours Emergency Call Service (Pre-Tender Market Engagement) by 10:00am on 7th January 2022. If you have any questions prior to the event, please submit these through the e-tendering portal.