Procurement for an Out of Hours (OOH) Contact Centre Service (Brunelcare)

What the buyer is asking for

Brunelcare invites tender responses for the provision of an Out of Hours (OOH) Contact Centre 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.

How this is scored

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

• 60%qualityQualityAs per procurement documents (see Schedule 1 and the ProContract Evaluation Questionnaire)
• 40%pricePriceAs per procurement documents (see Schedule 1 and the ProContract Evaluation Questionnaire)

What you must already have

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

• economic

  Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).

• technical

  Please refer to full associated tender documents (Schedule 1 and the ProContract Evaluation Questionnaire).

How contested is this?

Buyers publish how many bids they received. Across 329 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 published8 days ago

   14 Sept 2026, 12:43 BST
2. Clarification questions byin 22 days

   13 Oct 2026, 17:00 BST
3. Submission deadlinein 28 days

   20 Oct 2026, 12:00 BST
4. Award decision expected byin 140 days

   8 Feb 2027, 23:59 GMT

Commercial outcome and contract awards

Nothing awarded yet

Notice history

1 event · 1 release on Find a Tender

1. Tender notice14 Sept 2026, 12:43 BST086835-2026

Payment terms

Please see Schedule 3, Contract (Terms and Conditions)

Documents

• All documentation can be found within the attachments section of ProContract, with a list of Schedules/Appendices within Schedule 1
• Tender notice on Find a Tender