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Published 14 Sept 2026, 12:43 BST
Official UK Procurement Procedure

Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)

Official notice
services
Open procedure
Above threshold
WTO GPA (GPA)
SME suitable
Published estimate
£282,000
≈ £93,914 / year
Submission deadline
20 Oct 2026, 12:00 BST
35d 19h leftTypical competition: 3 bids4-digit CPV 7951 · n=166 bid reports
Clarification Cut-Off
13 Oct 2026, 17:00 BST
Tender enquiry deadline · 1 lot
Contract duration
3 yrs (with extension options)
Starts 1 Apr 2027, 00:00 BST

What is being bought & procurement scope

Procurement Scope & Specification
Tenderline summary generated from the published notice
Executive Summary: Brunelcare: "Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)". Published status: active. Published value: £282,000. 1 published lot. Recorded submission deadline: 20 Oct 2026, 12:00 BST. Published submission portal: procontract.due-north.com.

Official Requirement Description:

Brunelcare 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.

Lots and requirements (1)

Procurement Structure
Published by the contracting authority
  • Lot 1 · #1
    Lot 1
    active
    Renewal
    Published value£282,000
    The source published no individual title or description for this lot.
    Contract period:
    1 Apr 2027 — 31 Mar 2030 (3 yrs)
    Eligibility:
    SME eligible
    Turnover benchmark:
    ~£187,828/yr
    Options / extension:
    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.
    Pre-Qualification & Selection Criteria (PQQ)
    • Economic & Financial
      Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
    • Technical Capacity
      Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
    • Economic & Financial
      Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).
    • Technical Capacity
      Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).

Published award criteria & contract terms

From this notice
Only criteria and terms published on this notice. Conditions of participation in the tender pack are not inferred.
Evaluation weighting
Quality: 120
Price: 80
Published as relative weights, not percentage points.
Published sub-criteria
  • Quality — 60
  • Quality — 60
  • Price — 40
  • Price — 40
Published terms
Contract duration3 yrs (with extension options)
Selection criteria are also published on 1 lot — see the lot list above.

Procedure terms & legal framework

Procedure methodOpen procedureLegal basis
UKPGA · 2023/54
Procurement Act 2023
Procurement categoryservices
Notice statusOpen for tenderProcurement threshold
Above threshold
(FTS publication)
Regulatory regimeStandard commercial regime
Commercial structureStand-alone contract (No framework)Competition typeCompetitive procedureGPA WTO covered{"GPA"}
Recurring procurementYes · Anticipated re-tenderFirst published14 Sept 2026, 12:43 BSTLast source update14 Sept 2026, 12:43 BST
Award evaluation windowSubmission end — 8 Feb 2027, 23:59 GMTContract terms summaryPayment: Please see Schedule 3, Contract (Terms and Conditions)Classification (CPV)Repair and maintenance services of building installations, Telephone-answering services
Delivery area
South West (UKK1)
Official Registry OCIDocds-h6vhtk-06f90a

How to participate & submission route

Official notice
Submit via ProContract (Due North)
Authorized E-Sourcing Portal
Supplier login required
Online submission allowed
Language: EN
Open official portal workspace ↗
Access & Registration note: Free · short registration with manual review; public opportunity list
Expression of interest (EOI)—Tender submission deadline
20 Oct 2026, 12:00 BST
Clarification deadline
13 Oct 2026, 17:00 BST
Submission channelOfficial e-sourcing portalElectronic submissionAllowedAccepted languagesen
Participation feeFree of charge (Open access)
Detailed Submission Instructions & Authority Contacts
From official release
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) - [email protected] - "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
  1. Procedure published
    14 Sept 2026, 12:43 BST
  2. Clarification deadline
    13 Oct 2026, 17:00 BST
  3. Submission deadline
    20 Oct 2026, 12:00 BST

Commercial outcome and contract awards

Awards (0)No award published
Contracts (0)No contract published
Bid statisticsNo aggregate bid statistics published
Notice history
From official release and amendment events
  1. Official notice release published
    14 Sept 2026, 12:43 BST

Contracting authority & participating public bodies

1 co-contracting authority

Brunelcare

Contracting authority
GB-COH-601847
View buyer profile →
Co-contracting authorities & purchasing entities (1)

  • SHARED SERVICES FOR HOUSING LIMITED
    processContactPoint
    procuringEntity

    Procurement Contact: Rebecca How
    GB-COH: 16356505 · GB-PPON: PGNT-9288-TPMJ
    230 Blackfriars Road, London, UKI44, SE1 8NW, GB
    [email protected]

Official Documents & Specifications (3)

Official links; attachments are not copied