Section one: Contracting authority
one.1) Name and addresses
Plymouth Community Homes
Plumer House Tailyour Road
Plymouth
PL6 5DH
Contact
Procurement
ProcurementMailbox@plymouthcommunityhomes.co.uk
Telephone
+44 1752388145
Country
United Kingdom
NUTS code
UKK41 - Plymouth
National registration number
IP030637
Internet address(es)
Main address
https://www.plymouthcommunityhomes.co.uk/
Buyer's address
https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/149347
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=80657&B=PCH
Additional information can be obtained from the above-mentioned address
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
OOH Repairs Service & Anti Social Behaviour
Reference number
LR/OOHService/024
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
PCH Contact Centre provides a sensitive, efficient and cost effective service, receiving and processing enquires including the following distinct service areas:
i. Repairs
ii. Antisocial Behaviour
The service is made available to PCH customers city- wide, 24 hours a day, 7-days a week, 365 days per year. This wrap around service is designed to respond to emergency situations that may arise at any time day or night.
PCH Housing’s Contact Centre is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the normal Contact Centre opening hours.
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79512000 - Call centre
two.2.3) Place of performance
NUTS codes
- UKK41 - Plymouth
Main site or place of performance
Plymouth
two.2.4) Description of the procurement
PCH Contact Centre provides a sensitive, efficient and cost effective service, receiving and processing enquires including the following distinct service areas:
i. Repairs
ii. Antisocial Behaviour
The service is made available to PCH customers city- wide, 24 hours a day, 7-days a week, 365 days per year. This wrap around service is designed to respond to emergency situations that may arise at any time day or night.
PCH Housing’s Contact Centre is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the normal Contact Centre opening hours.
The Out of Hours Call Handling Service is to be operational between the hours of 19:59 & 07:01am (Monday to Friday) and between 19:59pm on Fridays through to 07:01am the following Monday morning. The service is further extended to cover all statutory holidays.
This shall include, as well as the out of hours operational requirements, an additional hours of cover for the following exceptional circumstances that may arise:
1. early handover of calls to the Out of Hour’s service on Christmas Eve and New Year’s Eve (from 12 noon or a time agreed);
2. closure of PCH Contact Centre for staff team briefing sessions (Potentially up to 2 working days a year);
3. closure of PCH Contact Centre for annual staff conference day (1 day);
4. Provide emergency cover in the event of IT failures, Sickness, adverse weather and office closures. To be mobilised within one hour.
If you have an interest is providing this service, please register your interest at: ProcurementMailbox@plymouthcommunityhomes.co.uk
two.3) Estimated date of publication of contract notice
1 October 2024
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No