Procurement for an Out of Hours (OOH) Service (Brunelcare)
Main contract details
Opportunity Id
DN824674
Title
Procurement for an Out of Hours (OOH) Service (Brunelcare)
Categories
79510000-2 - Telephone-answering services
Description
Brunelcare invites tender responses for the provision of an Out of Hours (OOH) 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 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.
Region(s) of supply
Gloucestershire, Wiltshire and Bristol/Bath area
Estimated value
£282,000.00
Keywords
Out of Hours Service, Call Centre, Triage Service, Call Handling, Service
Key dates
Estimated contract dates
Start date
01/04/2027
End date
31/03/2030
Expression of interest window
From 14/09/2026 09:00 to 20/10/2026 12:00
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Contact details
Buyer
Shared Services For Housing (SSfH) Ltd
Contact
Rebecca How
Email
Telephone
03000000000
Address
Second Floor
London
Greater London
SE1 8NW
United Kingdom
London
Greater London
SE1 8NW
United Kingdom
