Official UK procurement notice
Provision of out of hours customer call centre services.
Authority: Connexus Homes Limited (Public body)
What is being bought
Published requirement descriptionConnexus is undertaking this tender exercise to secure a high quality, reliable and customer focused out of hours emergency repairs call handling service for its customers. The service is required to ensure that customers can access timely support outside of Connexus’ normal working hours, including evenings, weekends, bank holidays and other closure periods.
Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector, capable of managing calls professionally, sensitively and in line with agreed Connexus protocols. The appointed supplier will be expected to accurately assess the nature and urgency of each contact, provide clear advice to customers, record information appropriately, and where required, escalate or dispatch emergency repairs to Connexus’ nominated contractors or internal teams.
For more information about this opportunity, please visit the eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Craven-Arms:-Customer-services./2NG98Y3SAY
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/2NG98Y3SAY
- How the procedure runs: Stage 1 involves a PSQ and a written tender submission. Following Stage 1 the top four scoring bidders will be invited to Stage 2 which will involve both a further written tender submission and pricing submission and a clarification meeting.
CPV: Call centre · Customer services · Office-support services · Telephone-answering services
The lotProcurement structure
single lot · value publishedLot #1RenewalPublished value£212,000
- Value
- £212,000 exc. VAT · £212,000 inc. VAT
- Extensions
- The contract will run for an initial period of two years with the option to extend for a further two years based on satisfactory annual performance reviews.
- Economic & financial standingAs described in the Invitation to Tender document.
- Technical & professional abilityAs described in the Invitation to Tender document.
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 sub-criteria (2)
- Written Submission- Stage 2 — 70%
- Pricing Submission- Stage 2 — 30%
Published award criteria (2)
- Pricing Submission- Stage 2 — Stage 2- Price
- Written Submission- Stage 2 — Stage 2- Quality
- Economic & financial standingAs described in the Invitation to Tender document.
- Technical & professional abilityAs described in the Invitation to Tender document.
- Price carries 30 of 100 points — a 10% discount moves about 3 points. The method statement decides this lot, not the discount.
- Turnover usually expected at this size: about £211,710 (twice the annual value).
Price arithmetic assumes straight proportional scoring — the tender pack may use another formula. Turnover is an indicative market norm (≈2× annual value), not a published condition.
Competition analysis · published record, not a forecast of who will bid
How Connexus Homes Limited buys Telephone-answering services (CPV 7951) — and who usually turns up
Connexus Homes Limited’s own published record, next to the published market for the same work. Frameworks and DPS are kept out: they attract a different number of bids. Whole-market view: Telephone-answering services (CPV 7951) →
How the contest usually goes
Winner shares use published awards; bid and price charts use contested lots.
i
How often small and medium firms win.
Share of awards where the winner’s size is known.
The counts under this question show how many awards have a known supplier size.
Small firms have won here. Neither number says whether you qualify; it describes who has been winning.
i
How often local firms win similar work.
Winners with a registered address in the delivery region, out of awards with a known address.
Here, local means registered in West Midlands.
A local branch does not count if the registered address is elsewhere.
Most of this buyer’s recorded winners are registered outside West Midlands.
i
How long buyers here take to decide after bids close.
Middle value in days from the deadline to the first award notice, on competitions that published both dates.
Only decided tenders count, so slow ones still waiting are not in.
Half of these awards were announced within 63 days of the bid deadline.
i
How often work is awarded with no recorded rival.
Direct awards and tenders where every published lot count shows one bid.
Both shares are minimums: some awards have no bid count.
Thin markets produce this too; it is not proof of a tailored specification.
Missing bid counts may hide more single-bid awards. This share is a minimum.
How many bids did past lots attract?
i
How many bids past lots received.
Each colour is a bid-count range. Only competed lots with a published count are included.
Past bids do not predict this tender.
1 bid20% / 20%
2–30% / 24%
4–620% / 12%
7+60% / 44%
How did awards compare with estimates?
i
Where winning prices landed against estimates.
Each colour shows awards below, close to or above the published estimate, one lot at a time.
Past prices are a guide, not a bid price.
Below estimate15% / 39%
Within ±2%85% / 48%
Above estimate0% / 13%
Assess each lot i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
i
What past awards tell you about each lot.
See the forecast, this buyer’s earlier suppliers and firms with relevant wins.
No supplier is confirmed as a bidder.
Open a lot for its forecast, this buyer’s previous supplier and possible competitors — from published award history, not a bid list
Lot #1CPV 7951Published estimate£212k
i
How many bids this lot may attract.
The forecast uses similar past competitions. The bar shows either that forecast or past bid counts; the line below says which.
Each lot shows its own forecast based on its own category; forecasts for different lots of the same notice are not comparative.
A forecast, not a list of bidders.
1 bid4%
2–314%
4–620%
7+61%
i
Where the winning price may land.
The forecast uses similar awards and the buyer’s estimate. The band covers the middle half of likely prices.
Based on 1 comparable award. Each lot reflects its own category; forecasts for different lots of the same notice are not comparative.
A guide, not a price to bid.
Middle 50%£192k–£212k
Estimate£212k
Who has supplied this buyer on similar work? i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
i
Who has done similar work for this buyer.
Past contracts are matched by buyer, title and type of work.
A past supplier may not bid again.
| Supplier | This buyer’s earlier contract | Lot | Award value | Match |
|---|---|---|---|---|
| Chase Services Group LtdWorked for this buyer | Concierge Services for Connexus Ludlow Foyer Young Persons Projectruns to Mar 2028 | — | £353k | 73% match |
| Crowe U.K. LLPWorked for this buyer | External Audit Servicesnotice published Jan 2022 | — | — | 73% match |
Who could compete for this lot? i
Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
i
Who could compete for this lot?
Firms with relevant past wins. On a framework, we show firms on that agreement.
None is confirmed as a bidder.
| Supplier | Won in this category | Live contracts | Award vs estimate |
|---|---|---|---|
| £5.0m23 awards in 36m · last this month | 8 live · £1.3m iPublic contracts this supplier still holds. Its awards whose published end date is still in the future, with their values. Many contracts publish no end date, so this is a floor, not the whole book. Unexpired says nothing about spare capacity. | 5% above n=4 | |
| £29m28 awards in 36m · last 3 months ago | 15 live · £7.7m iPublic contracts this supplier still holds. Its awards whose published end date is still in the future, with their values. Many contracts publish no end date, so this is a floor, not the whole book. Unexpired says nothing about spare capacity. | at estimate n=18 | |
| £22m19 awards in 36m · last 3 months ago | 8 live · £99m iPublic contracts this supplier still holds. Its awards whose published end date is still in the future, with their values. Many contracts publish no end date, so this is a floor, not the whole book. Unexpired says nothing about spare capacity. | 27% below n=3 | |
Crowe U.K. LLPLarge | £2.9m9 awards in 36m · last 3 months ago | 2 live · £123k iPublic contracts this supplier still holds. Its awards whose published end date is still in the future, with their values. Many contracts publish no end date, so this is a floor, not the whole book. Unexpired says nothing about spare capacity. | 20% above n=3 |
Fortem Solutions LtdLarge | £244m36 awards in 36m · last 5 months ago | None on file | at estimate n=5 |
Coverage and what to read with care
- Each figure explains itself. The on a figure says what it is, how it is counted and which scope this notice’s own record came from (class, division, all categories, or the authority’s 24-month row). The two sides are never blended. A lot’s own market is read at its delivery region where the lot names one; where it names several, or none that can be resolved, the chart falls back to the UK-wide record for the same category and says so under the bar. An empty cell means the source published nothing usable. Long form: Methodology.
- When we call out a difference. A buyer figure is only flagged against the market when the sample is large enough that the gap is unlikely to be chance; at most two callouts appear, always phrased as a comparison with both numbers and the sample size.
- Coverage (re-measured 5 Oct on the live record, 94,497 awarded procedures of the last three years). 51 % publish a bid count and 72 % a delivery region, so the market column reads the authority’s registered region when the notice names none, labelled. Of the 17,687 award-vs-estimate pairs, 34 % sit exactly on the estimate — the buyer published the award at the figure it advertised. n is on every figure; a thin sample is muted, never hidden, and a distribution is not drawn as percentages below ten observations.
- “Match”, text similarity, the expected-bid figure and the distribution drawn beneath it are model outputs, not published facts or win probabilities. Find a Tender does not publish who is bidding. Never shown: contact details, payment behaviour, or a recommended price.
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
- Open for tender
- 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
- Unspecified in notice
- First published
- 12 Oct 2026, 16:16 BST
- Last source update
- 12 Oct 2026, 16:16 BST
- Award evaluation window
- Submission end — 19 Feb 2027
- FTS notice number
2026/S 000-096246- Latest notice
- Tender notice (UK4)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0785efFind a Tender
- How it runs
- Stage 1 involves a PSQ and a written tender submission. Following Stage 1 the top four scoring bidders will be invited to Stage 2 which will involve both a further written tender submission and pricing submission and a clarification meeting.
How to participate & submission route
Official notice Submit via Delta eSourcing- Requests to participate (first stage)
- —
- Tender submission deadline
- 6 Nov 2026, 12:00 GMT
- Clarification deadline
- 30 Oct 2026, 17:00 GMT
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Timeline
5 published dates · Europe/London- Tender notice published1 day ago12 Oct 2026, 16:16 BST
- Clarification questions byin 18 days30 Oct 2026, 17:00 GMT
- Submission deadlinein 24 days6 Nov 2026, 12:00 GMT
- Award decision expected byin 130 days19 Feb 2027, 23:59 GMT
- Contract startsin 170 days1 Apr 2027, 00:00 BST
Commercial outcome & contract awards
Nothing awarded yet- Awards (0)
- No award published
- Contracts (0)
- No contract published
- Bid statistics
- No aggregate bid statistics published
Notice history
2 events · 1 release on Find a Tender · since 12 Oct 2026- Tender notice published12 Oct 2026, 16:16 BSTUK4
- First tender notice published12 Oct 2026, 16:16 BST
Contracting authority & participating public bodies
Official documents & specifications (1)
Official links; attachments are not copiedNotices published for this procedure
- Tender notice Tender notice on Find a Tender