Scope
Reference
EAST0779
Description
Eastlight is seeking to appoint a suitably qualified and experienced service provider to deliver a comprehensive 24‑hour Support Alarm Call Handling Service. The successful partner will be responsible for delivering a responsive, reliable, and customer‑focused call monitoring and escalation service to support Eastlight residents who use our alarm, telecare, or emergency call devices.
The contract will run for an initial period of three (3) years, commencing on or around 1 July 2025. Eastlight reserves the right to extend the contract by up to two (2) additional periods of twelve (12) months each, subject to mutual agreement and satisfactory performance.
Contract 1. EAST0779 - Provision of Warden Alarm Response Services
Supplier
Contract value
- £82,854 excluding VAT
- £99,424 including VAT
Above the relevant threshold
Award decision date
30 January 2026
Date assessment summaries were sent to tenderers
30 January 2026
Standstill period
- End: 11 February 2026
- 8 working days
Earliest date the contract will be signed
15 February 2026
Contract dates (estimated)
- 2 March 2026 to 28 February 2029
- Possible extension to 28 February 2031
- 4 years, 11 months, 30 days
Description of possible extension:
he contract will run for an initial period of three (3) years, commencing on or around 1 July 2025. Eastlight reserves the right to extend the contract by up to two (2) additional periods of twelve (12) months each, subject to mutual agreement and satisfactory performance.
Main procurement category
Services
CPV classifications
- 79512000 - Call centre
Information about tenders
- 100 tenders received
- 1 tender assessed in the final stage:
- 0 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 0 suppliers unsuccessful (details included for contracts over £5 million)
Procedure
Procedure type
Open procedure
Supplier
Careium UK Limited
- Public Procurement Organisation Number: PLPB-9615-NDDR
Aspinall House, Walker Office Park
Blackburn, Lancashire
BB1 2QE
United Kingdom
Email: uk.sales@careium.com
Region: UKD41 - Blackburn with Darwen
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. EAST0779 - Provision of Warden Alarm Response Services
Contracting authority
Eastlight Community Homes
- Public Procurement Organisation Number: PDRZ-7469-PLCL
Eastlight House, Charter Way
Braintree
CM77 8FG
United Kingdom
Region: UKH34 - Essex Haven Gateway
Organisation type: Public authority - sub-central government