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Tenders

Provision of an Out of Hours Repair Call Handling Service

Open
Deadline
24 days left
April 28, 2026
Contract Details
Category
Open Procedure
Reference
028520-2026
Value
£360,000
Location
West Wales and The Valleys, United Kingdom
Published
March 28, 2026
Organization
CPV Code
Project Timeline

Tender Published

March 27, 2026

Deadline for Questions

April 21, 2026

Submission Deadline

April 28, 2026

Contract Start Date

August 02, 2026

Budget
£360,000
Duration
36 months
Location
West Wales and The Valleys
Type
Open Procedure
75
Quality Score/100
Good

Original Tender Description

The Group intends to establish a contract with suitably qualified and experienced Service Provider for the provision of Services based on the Most Advantageous Tender. The contract is for an out of hours call handling service; primarily for emergency repairs and emergency situations. It is anticipated the volume of calls will be approximately but not limited to 23,000 calls annually (this is an estimation and not guaranteed volume). This estimate is based on current stock levels however, it is the Groups ambition to build 4,500 homes in the next 5 years. The Group are committed to providing excellent customer service and it is essential that the successful Tenderer understands the needs of our customers.

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Requirements & Qualifications

9 requirements across 5 categories

Submission (2)
Mandatory (1)
Compliance (1)
Technical (4)
Financial (1)
SUBMISSION REQUIREMENTS2
--Tender to be based on the Most Advantageous Tender (MAT) principle.
--Bids must be submitted by the deadline: 2026-04-28T14:00:00+01:00.
MANDATORY EXCLUSION GROUNDS1
--No specific grounds listed, but implied that bidders must not be subject to exclusion.
ELIGIBILITY REQUIREMENTS1
--Must be a suitably qualified and experienced Service Provider.
TECHNICAL CAPABILITY REQUIREMENTS4
--Provision of an out of hours call handling service.
--Primarily for emergency repairs and emergency situations.
--Understanding of customer needs and commitment to excellent customer service.
FINANCIAL REQUIREMENTS1
--No specific financial requirements listed, but implied that the bidder must be financially stable to undertake the contract.

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Documents

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75
Good

Tender Quality Score

This tender for an out-of-hours repair call handling service is generally well-structured, with clear basic information and a reasonable estimated value. However, it lacks specific evaluation criteria and details on document content, impacting its overall completeness and practicality.

Score Breakdown

Legal Compliance75/100

The tender follows an open procedure and specifies a CPV code. Deadlines are provided, and the estimated value is disclosed. There is no indication of disputes. The procedure appears compliant with standard procurement practices, though the absence of a reveal date is a minor oversight.

Clarity80/100

The description of the service is clear, outlining the primary purpose and anticipated call volume. Requirements for experience and customer service understanding are stated. However, the lack of specified evaluation criteria leaves some ambiguity on how tenders will be assessed.

No evaluation criteria specified
Completeness70/100

Most basic information is present, including title, reference, organization, estimated value, and contract duration. The submission deadline and contract start date are also provided. However, the absence of content for the attached documents is a significant gap, hindering a full assessment of completeness.

No document content available
Fairness85/100

The tender is open, and the estimated value is disclosed, promoting transparency. Requirements for qualification and experience are objective. The use of the Most Advantageous Tender (MAT) principle is standard. There are no apparent requirements tailored to specific companies.

Practicality65/100

While a deadline and contract start date are provided, the lack of information regarding e-submission and a direct URL for documents reduces practicality. Financing information is not explicitly detailed, and the contract duration is specified.

No e-submission
Document URL missing
Data Consistency90/100

Key fields such as title, reference, organization, value, and dates are populated. There are no reported disputes or suspensions. The dates provided are logical and consistent within the tender information.

Sustainability50/100

The tender does not explicitly mention green procurement, social aspects, innovation, or EU funding, which are areas for potential improvement to align with modern sustainability goals.

Not green procurement
No social criteria

Strengths

Clear service description and objective
Disclosure of estimated value and contract duration
Open procedure with objective eligibility criteria
Consistent and logical data population

Concerns

Missing specific evaluation criteria
No content available for tender documents
Lack of explicit sustainability considerations
No e-submission mechanism indicated

Recommendations

1. Provide specific evaluation criteria to guide bidders.
2. Ensure all tender documents are accessible and contain relevant content.
3. Consider incorporating sustainability aspects into the tender requirements.

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