Scope
Description
Service Requirement: Out of Hours (OOH) Housing and Emergency Repair Support
Procurement Objective: Appointment of a qualified and experienced Contractor to deliver a responsive Out of Hours service across Brunelcare's sheltered housing sites (including leaseholders and Shared Owners).
Contract Value (estimated): £200,000 (incl VAT)
Length of Contract: 4 years
Background: Brunelcare is a Bristol-based charity committed to providing high-quality housing, care, and support for older people across the Southwest. Our sheltered housing schemes accommodate vulnerable residents who require timely and compassionate assistance outside standard office hours (Monday to Friday 8.30am to 4.30pm).
Scope of Services: The Contractor will deliver an Out of Hours Service that ensures urgent housing and repair-related support during evenings, weekends, and public holidays. The service will include but is not limited to: Emergency repairs and safety-related incidents; Welfare checks and safeguarding alerts; Assistance with access issues, lockouts, and urgent housing matters; Escalation and handover to daytime operational teams.
Service Hours: Weekdays: 4.30 PM - 8.30 AM; Weekends: Friday 4.30 PM - Monday 8.30 AM; Public holidays: Full coverage
Key Requirements: Staffed telephone line and/or digital triage system; Escalation to emergency services, on-call staff, or family contacts; Response within agreed SLAs; Accurate call logging and daily reporting; GDPR-compliant data handling and secure software; KPI reporting and performance monitoring.
Accessibility and Compliance: Inclusive service for non-English speakers and residents with sensory or cognitive impairments; Safeguarding, mental health awareness, and customer care training for all call handlers; Regular scenario-based exercises.
Collaboration: Brunelcare will provide scheme lists, tenant details, and escalation protocols. The Contractor must work closely with Brunelcare's Customer Services, Housing, and Repairs teams.
Total value (estimated)
- £200,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 1 May 2026 to 1 May 2026
- 1 day
Main procurement category
Services
CPV classifications
- 79510000 - Telephone-answering services
Contract locations
- UKK11 - Bristol, City of
Participation
Particular suitability
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Submission
Enquiry deadline
18 February 2026, 11:59pm
Tender submission deadline
9 March 2026, 11:59pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
27 March 2026
Recurring procurement
Publication date of next tender notice (estimated): 1 February 2030
Award criteria
| Name | Type | Weighting |
|---|---|---|
| quality | Quality | 50% |
| cost | Cost | 50% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Contracting authority
BRUNELCARE
- Companies House: 00601847
- Public Procurement Organisation Number: PQJY-6919-VZQG
Saffron Gardens Prospect Place
Bristol
BS5 9FF
United Kingdom
Region: UKK11 - Bristol, City of
Organisation type: Public authority - sub-central government