Find a TenderAwarded

Published 21 Feb 2025, 13:01 GMT

Official UK procurement notice

Provision of Independent Complaint Officers Framework

Official notice

Authority: Kingston Upon Hull City Council (Local council)

Framework agreementServicesOpen procedure

Sectors: Health & Social Care (85)Community & Cultural Services (98) Delivery: Yorkshire & Humber (UKE11)

Framework ceiling (notional)£240,000framework ceiling, not attributable revenue

Submissions closed 24 Feb 2025awarded 15 May 2025

Framework period 4 yrsends 31 Aug 2029 · extension options published · starts 1 Sept 2025

What is being bought

Published requirement description

Hull City Council (The Authority) has awarded three contracts to tenders from interested organisations to provide Independent Complaint Officers services. The tender was completed as an open procedure consisting of a one stage process. The contract is anticipated to commence 1st September 2025 ending by 31st August 2029 with an option to extend for a period of 2 x 12 month periods. The Authority has estimated the value of the Services to be £60,000 per annum with the total contract value been £360,000.00.

CPV: Other community, social and personal services · Social work and related services · Social work services · Welfare services for children and young people

How this framework works

From the published notice

Places: up to 3 suppliers · 3 bids received (1.0 per place) · 3 appointed (full)
Framework period: 4 yrs from 1 Sept 2025

The lotProcurement structure

single lot · value published

Lot #1The Children Act 1989 requires Councils, which provide children’s services, to set up…Awarded 4 yrsPublished value£240,000

The Children Act 1989 requires Councils, which provide children’s services, to set up a three stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available.

The key elements of the Independent Complaints Officer Service are to provide:

an independent and objective view about the investigation of complaints.
highly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families.
a provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated
Sensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information.
Produce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint.
Undertake investigation within the statutory timescales.
Attend Stage 3 review panels if appropriate
relevant opinions based on specialist skills, knowledge and awareness that they have in respect of the presenting complaint.
assurance that the young person is at the heart of every decision taken.
assurance that the investigation is conducted in accordance with ‘Getting the Best from Complaints’ Social Care Complaints and Representations for Children, Young People and Others.
Assurance that all participants are treated with respect throughout the process.

Contract period: 1 Sept 2025 – 31 Aug 2029 (4 yrs)

Delivery: Yorkshire & Humber · Hull

Extensions: Option to extend 2 x 12 month periods at the sole discretion of the Authority.Variant bids: not allowed

85310000 Social work services 85311300 Welfare services for children and young people 98000000 Other community, social and personal services

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

Quality: 70%Price: 30%

Published award criteria (2)

Quality: 70
Price: 30

What this means for your bid

Price carries 30 of 100 points: a 10% discount moves about 3 points. The method statement decides this lot, not the discount.
“Provision of Independent Complaint Officers Framework” is a framework: the contest is a place on its panel, up to 3 suppliers, not a single contract.

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: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Awarded
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Framework agreement
Who may use this agreement: Not stated in the notice; call-off rights may be limited to the establishing authority
Competition type: Competitive procedure
GPA / WTO covered: Yes (GPA)
Recurring procurement: No (one-off requirement)
First published: 21 Feb 2025, 13:01 GMT
Last source update: 30 May 2025, 12:47 BST
Award evaluation window: 24 Feb 2025 – …
Authority reference: LP/25
FTS notice number: 2025/S 000-028769
Classification (CPV): Other community, social and personal servicesSocial work and related servicesSocial work servicesWelfare services for children and young people
Delivery area: Yorkshire & Humber (UKE11)
Official registry OCID: ocds-h6vhtk-04e674 Find a Tender

Contract terms

Electronic trading: e-invoicing allowed · electronic ordering · electronic payment

How it was run

Official notice

Run through: EU-Supply (CTM) · Who buys & how to bid on EU-Supply

Public notice page · account needed to bidLanguage: EN

Access & registration note: Free · 5–10 minutes

Appointment period ends: 24 Feb 2025, 12:00 GMT
Submission channel: {"electronicSubmission","written"}
Accepted languages: en
Bids opened: 24 Feb 2025, 12:00 GMT

Detailed submission instructions & authority contactsFrom official release

uk.eu-supply.com/app/rfq/rwlentrance_… ↗

Timeline

24 Feb 2025 → 1 Sept 2025 · 4 dates

Admission / appointment period endsperiod end, not a bid countdown
24 Feb 2025, 12:00 GMT
Bids opened
24 Feb 2025, 12:00 GMT
Notice published
30 May 2025, 12:47 BST
Contract starts
1 Sept 2025, 00:00 BST

Notice history

1 event · 3 releases on Find a Tender

Status changed to complete
30 May 2025, 12:47 BST

Published amendments (1 · 0 deadline changes)

When	What	Before	After	Shift
—	DateDate · IV. 2.7	24 Feb 2025	27 Mar 2025	+31 d
—	DateDate · IV. 2.4	24 Feb 2025	27 Mar 2025	+31 d

1 amendment published without a description.

Commercial outcome & contract awards

Published awards, contracts and bid statistics, not a forecast

Suppliers appointed 3admitted to the panel · see the list ↓

Bids received 3

Contracts signed 3latest 15 May 2025

3 suppliers are admitted to this framework without individual award values or dates, see the supplier list below.

Contracts

All 3 of these contracts carry the same published figure, £20,000, the framework's maximum for the whole notice, not each contract's own value. They are not eleven separate sums.

Provision of Independent Complaint Officers
Signed
15 May 2025
Value
ceiling above
Period
… – 31 Aug 2029
Status
active
Provision of Independent Complaint Officers
Signed
15 May 2025
Value
ceiling above
Period
… – 31 Aug 2029
Status
active
Provision of Independent Complaint Officers
Signed
15 May 2025
Value
ceiling above
Period
… – 31 Aug 2029
Status
active

Bid statistics published by the authority

Bids	SME	VCSE	Valid bid range
3bids · 3 electronic	—	—	—

Contracting authority & participating public bodies

Hull City Council

Contracting authorityLocal CouncilRegional or local authorityGeneral public services The Guildhall, Alfred Gelder Street, Hull, Yorkshire & Humber, HU1 2AAContact name, email, phone Published organisation website ↗

Dispute resolution & review bodies

Town ClerkReview body Hull

Framework contractors & participating bidders

3 commercial parties on the notice

Choices and Voices Care LTDFramework contractor08745542 PO BOX 1075, North Yorkshire , Yorkshire & Humber, TS19 1YYContact email
CoramFramework contractor9749745 51 Coram Campus, 41 Brunswick Square, London, London, WC1N 1AZContact email, phone
RRCFramework contractor878258370 1 Edmund St, Bradford, UK, BD5 0BHContact email

Official documents & specifications (2)

Official links; attachments are not copied

Tender pack and attachments

Economic and financial selection criteriatenderEconomic and financial selection criteria
Technical selection criteriatenderTechnical selection criteria