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Out of Hours Call Handling Service 2026

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Summary

Machine-generated summary

ECH (Essex-based housing organisation, Braintree) is preparing to procure an enhanced Out of Hours Call Handling Service. Before the formal tender, it is running structured market engagement to test supplier capability and interest. Feedback is sought on repairs triage, safeguarding, customer service standards, CRM integration, call logging and recording, dashboards, business continuity, mobilisation and pricing. Engagement will be transparent and non-discriminatory, with no supplier gaining unfair advantage. The Competitive Flexible Procedure is proposed. No value or deadline stated. Responses via the Delta eSourcing portal.

Description

Prior to commencing the formal procurement process, ECH will undertake structured market engagement to test market capability, interest and appetite for delivering an enhanced Out of Hours Call Handling Service. This engagement will help ensure that the final specification, evaluation approach and commercial model are informed by current market practice, supplier innovation and available technology solutions. The market engagement will seek feedback from potential providers on key areas including repairs triage, safeguarding support, customer service standards, CRM and repairs system integration, real-time call logging, call recording, reporting dashboards, business continuity, mobilisation requirements and pricing models. Suppliers will also be invited to demonstrate their systems and explain how their approach could support improved service quality, operational efficiency and the wider digital transformation objectives of ECH. The engagement will be conducted in a transparent and non-discriminatory manner, ensuring that all participating suppliers receive the same information and that no supplier gains an unfair advantage ahead of the formal tender process. Outputs from the engagement will be used to refine the procurement documents, confirm whether the proposed Competitive Flexible Procedure remains the most appropriate route to market, and ensure that the resulting opportunity is attractive, proportionate and deliverable. For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-Braintree:-Telephone-switchboard-services./W8ZW446MF6 To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/W8ZW446MF6

Official source

Source: Find a Tender Service (UK Cabinet Office / Crown Commercial Service)

Always verify details on the official notice.

Last verified against Find a Tender Service (UK Cabinet Office / Crown Commercial Service) 1 month ago

Documents on Find a Tender Service (UK Cabinet Office / Crown Commercial Service) (English)

View the official notice

More from this buyer

Full buyer profile

This buyer has no award history in this sector yet. Usual winners, Postal & telecommunications services - United Kingdom

Company Wins Total awarded Last win
Royal Mail 6 €3.6M Jul 2026
ROYAL MAIL GROUP LIMITED 5 €4.9M Aug 2026
TRUSTMARQUE SOLUTIONS LIMITED 4 €1.0M Aug 2026
Vodafone Limited 3 €1.1M Sep 2026
CFH Docmail Ltd 2 €1.7M Jul 2026

Based on 54 awards with a linked company profile over the last 2 years.

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Market context

Avg. open tender · Postal & telecommunications services
€17,056,747
996 open across Europe right now 98% below sector average
Buyer track record on Aperlena
3 notices tracked · 1 awarded

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