Customer Care (Security) Services within Emergency Housing and Resettlement Service

What the buyer is asking for

This contract is not a security contract; it has a much wider scope. The Service Provider must have experience in dealing with vulnerable adults, families and young people with multi disadvantage and complex needs. They must have experience, competence and abilities to manage situations that may be sensitive and challenging. The Service Provider must provide officers that are able to respond to the needs of the services below and have the skills to communicate effectively, defuse situations and manage emergency situations swiftly and confidently. The Service Provider must be able to provide additional onsite support to officers within the appropriate timescales. Officers may be required to carry out welfare checks on individuals that require additional support/oversight. Officers may also be required to address issues with individuals that are challenging. William Lyons House is supported accommodation for 14 young people, there are 10 self-contained flats and 4 bedsit flats with a communal kitchen. There are also communal areas which can be accessed by the young people when BCH staff are on site. The building is a 2 story block with a rear car park and door entry system. The role of the customer care service is to maintain the security of the building, manage the front door, not allowing visitors within the agreed time periods, carry out building safety checks, monitor the CCTV, respond to any emergency situations and record building information within the appropriate record books. The Customer Care Officer will also be required to liaise with the young people, defuse any challenging situations and deal with the young people in a friendly and effective manner, again recording information within the required record books/incident reports. The Emergency Housing provision provides emergency accommodation for homeless families, couples and singles, with multi disadvantages and complex needs. Two buildings provide individual sleeping/living quarters with shared bathrooms, kitchens and communal corridors and one building provides fully self-contained accommodation. The buildings are 2 and 3 story blocks with a communal front door entry system. During the evenings, entry into Gorton St will be managed by the customer care service. The Customer Care Officer will carry out building safety checks, welfare checks, carry out any out of hours booking in of new residents, review CCTV, responding to any breach of rules as required within agreed procedures, deal with emergency situations including responding to fire alarm activations, responding to safeguarding concerns and record all information within the required record books. Security will also be required to carry out emergency admissions as set within the agreed admission procedures. Within our family emergency provision one customer care officer will be required to be based in one of the family provisions, Central or Clare St, they will be expected to visit the other family provision during each shift. The Customer Care Officer will carry out building safety checks, welfare checks, carry out any out of hours booking in of new residents, review CCTV, responding to any breach of rules as required within agreed procedures, deal with emergency situations including responding to fire alarm activations, responding to safeguarding concerns and record all information within the required record books. Customer Care Officers will also be required to carry out emergency admissions as set within the agreed admission procedures.

How this is scored

Published by the buyer. A winning response is written to these weightings, not to the question.

• 50%qualityQuality
• 15%priceSocial Value
• 35%pricePrice

What you must already have

Conditions of participation. These are pass or fail, so check them before writing anything.

• economic

  Confirmation whether you already have, or can commit to obtain, prior to the award of the contract, the levels of insurance cover indicated below: • Employer's (Compulsory) Liability Insurance = £7.5m • Public Liability Insurance = £5m Confirmation that you have in place, or that you will have in place by the award of the contract, the human and technical resources to perform the contract to ensure compliance with the UK General Data Protection Regulation and to ensure the protection of the rights of data subjects. Confirmation that you are able to meet all the Contracting Authority's policy and legislative requirements and will provide copies of any company policies; procedures or associated documentary evidence if requested to do so

• technical

  - Directors / Company holds SIA Licence - Operatives delivering service hold SIA Licence - Staff delivering the service have been subject to valid enhanced DBS - This contract is NOT a typical "security" contract and it is therefore, a condition of participation that you have relevant previous experience. Details of up to three contracts to meet the conditions of participation in relation to having the technical ability required to successfully deliver this contract as set out in the procurement documents must be provided. Evidence of at least 2 years previous experience of delivering customer care related services which are relevant to the services outlined in the specification is required. This must include but not be limited to, managing sensitive and challenging situations and working with vulnerable individuals.

How contested is this?

Buyers publish how many bids they received. Across 545 comparable procurements we can tell you the typical field size, how often one of these goes uncontested, and whether the buyer awards on price or on quality.

Timeline

4 published dates · Europe/London

1. Tender notice publishedyesterday

   29 Sept 2026, 15:48 BST
2. Clarification questions byin 28 days

   27 Oct 2026, 23:59 GMT
3. Submission deadlinein 35 days

   4 Nov 2026, 10:00 GMT
4. Award decision expected byin 72 days

   10 Dec 2026, 23:59 GMT

Commercial outcome and contract awards

Nothing awarded yet

Notice history

1 event · 1 release on Find a Tender

1. Tender notice29 Sept 2026, 15:48 BST092012-2026

Documents

• Tender notice on Find a Tender