Official UK procurement notice
Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)
Authority: Brunelcare (Public body)·On behalf of: SHARED SERVICES FOR HOUSING LIMITED
What is being bought
Published requirement descriptionBrunelcare 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.
- The authority expects to re-tender this requirement around 30 Jun 2030, 23:59 BST.
CPV: Repair and maintenance services of building installations · Telephone-answering services
The lotProcurement structure
single lot · value publishedLot #1RenewalPublished value£282,000
- Economic & financial standing
Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
- Technical & professional ability
Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
What it takes to wini
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 morei
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).
Published award criteria (2)
- Quality: As per procurement documents (see Schedule 1 and the ProContract Evaluation Questionnaire)
- Price: As per procurement documents (see Schedule 1 and the ProContract Evaluation Questionnaire)
- Economic & financial standing
Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
- Technical & professional ability
Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Open procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Closed
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Yes (GPA)
- Recurring procurement
- Yes · next expected 30 Jun 2030
- First published
- 14 Sept 2026, 12:43 BST
- Last source update
- 14 Sept 2026, 12:43 BST
- Award evaluation window
- Submission end – 8 Feb 2027
- Authority reference
BC.CS.H.26.019- FTS notice number
2026/S 000-086835- Latest notice
- Tender notice (UK4)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-06f90aFind a Tender- Contract terms summary
Please see Schedule 3, Contract (Terms and Conditions)
- Risks
The following risks have been identified that would impact the performance of the Contract, where the impact cannot be known at this stage but may relate to a Contract modification if the risk was to materialise:
- Risk of legislative changes, regulatory changes or changes in law during the term of a Contract
- Risk of unforeseen changes to delivery/operational standards
- Risk of changes in technology, IT solutions or systems
- Risk of unforeseen increase in Contracting Authority budgets/increased volume of works/services
- Risk of unforeseen circumstances that cause the value of the Contract to increase (previous examples include BREXIT, war, pandemic and the cost of living crisis)
- Risk of unforeseen political impact
- Risk of unforeseen increase in property volume.
How it was run
Official notice- Submission deadline
- 20 Oct 2026, 12:00 BST
- Clarification deadline
- 13 Oct 2026, 17:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
A Tender Response must be submitted via ProContract for the Supplier to be considered for the award of the Contract in the Tendering Procedure.
procontract.due-north.com/Opportunities/Index ↗
If you are unable to access the portal via this link, please go to 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 suppliersupport.proactisservicedesk.com/s/ ↗)
Full details around submitting a compliant tender can be found within Schedule 1 of the associated tender documents.
Timeline
14 Sept 2026 → 1 Apr 2027 · 5 dates- Tender notice published44 days ago14 Sept 2026, 12:43 BST
- Clarification questions by15 days ago13 Oct 2026, 17:00 BST
- Submission deadline8 days ago20 Oct 2026, 12:00 BST
- Today29 Oct 2026
- Award decision expected byin 102 days8 Feb 2027, 23:59 GMT
- Contract startsin 153 days1 Apr 2027, 00:00 BST
Notice history
1 event · 1 release on Find a Tender- Tender notice published14 Sept 2026, 12:43 BSTUK4
Contracting authority & participating public bodies
2 public bodies on the noticeOther public bodies
- SHARED SERVICES FOR HOUSING LIMITEDProcess contact pointProcuring entityShared Service for Housing (SSfH) is acting as the managing and contact organisation on behalf of the Contracting Authority for this tender opportunity, carrying out the role as Procurement Consultant.
Official documents & specifications (2)
Official links; attachments are not copiedTender pack and attachments
- Bidding documents and specifications All documentation can be found within the attachments section of ProContract, with a list of Schedules/Appendices within Schedule 1
Notices published for this procedure
- Tender notice Tender notice on Find a Tender