Tenders

Out Of Hours Call Handling for Sheltered Housing sites

Open
Deadline
7 days left
March 09, 2026
Contract Details
Category
Other
Reference
012150-2026
Value
£200,000
Location
Gloucestershire, Wiltshire and Bristol/Bath area, United Kingdom
Published
February 23, 2026
Organization
CPV Code
Project Timeline

Tender Published

February 10, 2026

Deadline for Questions

March 02, 2026

Submission Deadline

March 09, 2026

Contract Start Date

April 30, 2026

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Budget
£200,000
Duration
1 months
Location
Gloucestershire, Wiltshire and Bristol/Bath area
Type
Other
61
Quality Score/100
Good

Original Tender Description

Service Requirement: Out of Hours (OOH) Housing and Emergency Repair Support Procurement Objective: Appointment of a qualified and experienced Contractor to deliver a responsive Out of Hours service across Brunelcare's sheltered housing sites (including leaseholders and Shared Owners). Contract Value (estimated): £200,000 (incl VAT) Length of Contract: 4 years Background: Brunelcare is a Bristol-based charity committed to providing high-quality housing, care, and support for older people across the Southwest. Our sheltered housing schemes accommodate vulnerable residents who require timely and compassionate assistance outside standard office hours (Monday to Friday 8.30am to 4.30pm). Scope of Services: The Contractor will deliver an Out of Hours Service that ensures urgent housing and repair-related support during evenings, weekends, and public holidays. The service will include but is not limited to: Emergency repairs and safety-related incidents; Welfare checks and safeguarding alerts; Assistance with access issues, lockouts, and urgent housing matters; Escalation and handover to daytime operational teams. Service Hours: Weekdays: 4.30 PM - 8.30 AM; Weekends: Friday 4.30 PM - Monday 8.30 AM; Public holidays: Full coverage Key Requirements: Staffed telephone line and/or digital triage system; Escalation to emergency services, on-call staff, or family contacts; Response within agreed SLAs; Accurate call logging and daily reporting; GDPR-compliant data handling and secure software; KPI reporting and performance monitoring. Accessibility and Compliance: Inclusive service for non-English speakers and residents with sensory or cognitive impairments; Safeguarding, mental health awareness, and customer care training for all call handlers; Regular scenario-based exercises. Collaboration: Brunelcare will provide scheme lists, tenant details, and escalation protocols. The Contractor must work closely with Brunelcare's Customer Services, Housing, and Repairs teams.

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Requirements & Qualifications

25 requirements across 5 categories

Submission (1)
Mandatory (1)
Compliance (2)
Technical (20)
Financial (1)
SUBMISSION REQUIREMENTS1
--None explicitly stated in the provided text.
MANDATORY EXCLUSION GROUNDS1
--None explicitly stated in the provided text.
ELIGIBILITY REQUIREMENTS2
--Contractor must be qualified.
--Contractor must be experienced.
TECHNICAL CAPABILITY REQUIREMENTS20
--Ability to deliver a responsive Out of Hours service.
--Service must cover Brunelcare's sheltered housing sites, including leaseholders and Shared Owners.
--Service must ensure urgent housing and repair-related support during evenings, weekends, and public holidays.
FINANCIAL REQUIREMENTS1
--None explicitly stated in the provided text.

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Documents

4 documents available with AI summaries

OCDS RecordDOC
012150-2026_ocds_record.json

Brunelcare seeks a qualified contractor to provide a responsive Out of Hours (OOH) housing and emergency repair support service for its sheltered housing residents, covering evenings, weekends, and public holidays, with a focus on accessibility and compliance.

OCDS Release PackageDOC
012150-2026_ocds_release.json

This tender is for an Out of Hours (OOH) service providing housing and emergency repair support for Brunelcare's sheltered housing residents, requiring a responsive, compliant, and accessible service.

Official PDF VersionPDF
012150-2026_official.pdf

Brunelcare is seeking a qualified and experienced contractor to provide an Out of Hours housing and emergency repair support service for sheltered housing residents, requiring a staffed telephone line/digital triage, adherence to SLAs, and compliance with accessibility and data handling standards.

Tender NoticeHTM
012150-2026.html

This document is a contract details notice from the Welsh Government for a national HIV Peer Support Programme in Wales, commencing April 2026, aiming to provide support for those living with HIV.

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61
Good

Tender Quality Score

This tender provides a clear service description but suffers from critical inconsistencies in contract duration and a complete absence of evaluation criteria, significantly impacting fairness and completeness.

Score Breakdown

Legal Compliance70/100

The tender defines an Open procedure and uses an appropriate CPV code. The submission period (27 days from today) is reasonable. However, the complete absence of evaluation criteria is a significant legal transparency requirement that is not met. The 'Value Classified: Yes' alongside a stated value is a minor metadata inconsistency.

No evaluation criteria specified
Missing reveal date
Clarity75/100

The service description, scope, and key requirements are exceptionally clear and well-documented. The AI-extracted requirements are comprehensive and understandable. However, the complete lack of evaluation criteria severely hinders clarity for potential bidders regarding how their proposals will be assessed.

No evaluation criteria specified
Completeness60/100

Basic information, organization details, description, CPV, and location are provided. Documents are attached. However, there is a critical inconsistency regarding the contract duration (1 month vs. 4 years), which is a major omission. The absence of evaluation criteria and a liable person also detract from completeness.

Critical inconsistency in contract duration (1 month vs. 4 years)
No evaluation criteria specified
Fairness60/100

Full document access is provided, and the requirements appear generic, not tailored to a specific company. The estimated value is disclosed. Nevertheless, the complete absence of evaluation criteria severely compromises fairness and transparency, as bidders cannot understand the basis for selection. The lack of e-submission also limits equal access.

No evaluation criteria specified
No e-submission option
Practicality55/100

The contract start date is known. However, the absence of electronic submission is a practical drawback. The critical inconsistency in contract duration makes it extremely difficult for potential contractors to accurately plan and bid for the service. A direct document URL is not explicitly provided in the snippet.

No e-submission option
Critical inconsistency in contract duration (1 month vs. 4 years)
Data Consistency45/100

Dates for submission and contract start are logically sequenced, and there are no disputes. However, there are significant inconsistencies: the contract duration is stated as both 1 month and 4 years, and the value is stated as classified while also being explicitly provided. The 'Liable Person' field is also empty.

Major inconsistency in contract duration (1 month vs. 4 years)
Inconsistency between 'Value Classified: Yes' and stated value
Sustainability40/100

While the service itself addresses a social need for vulnerable residents, the tender documentation does not explicitly include any green procurement, broader social criteria (beyond the service scope), or innovation-focused requirements. It is also not EU funded.

Not green procurement
No explicit social criteria (beyond service scope)

Strengths

Clear and detailed service description and requirements
Appropriate CPV code and defined procedure type
Full document access and stated estimated value
No disputes or suspensions
Requirements appear generic and not tailored

Concerns

Critical inconsistency in contract duration (1 month vs. 4 years)
Complete absence of evaluation criteria
Lack of electronic submission option
Inconsistency between 'Value Classified: Yes' and stated value
Missing reveal date and liable person

Recommendations

1. Immediately clarify and correct the contract duration discrepancy to avoid confusion and ensure accurate bidding.
2. Publish clear and objective evaluation criteria to ensure fairness, transparency, and legal compliance.
3. Consider enabling electronic submission for broader access, increased efficiency, and improved auditability of the procurement process.

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