Section one: Contracting authority
one.1) Name and addresses
Karbon Homes
Number Five, Gosforth Park Avenue
Newcastle
NE12 8EG
Telephone
+44 7736904894
Country
United Kingdom
NUTS code
UKC22 - Tyneside
Internet address(es)
Main address
Buyer's 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
Out of Hours Customer Contact Service
Reference number
CA12546 -
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
Karbon Homes requires an Out of Hours (OOH) call-handling service to respond to customers requiring assistance with emergency repairs, rent payments and anti-social behaviour (ASB).
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £297,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKC22 - Tyneside
Main site or place of performance
Tyneside
two.2.4) Description of the procurement
Karbon Homes requires an Out of Hours (OOH) call-handling service to respond to customers requiring assistance with emergency repairs, rent payments and anti-social behaviour (ASB).
two.2.5) Award criteria
Quality criterion - Name: Contract Implementation / Weighting: 10.00%
Quality criterion - Name: Service Delivery / Weighting: 20.00%
Quality criterion - Name: Telephony Systems & Reporting / Weighting: 20.00%
Quality criterion - Name: Social Value / Weighting: 10.00%
Price - Weighting: 40.00%
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-018037
Section five. Award of contract
Contract No
CA12546
Title
Out of Hours Customer Contact Service
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
23 May 2024
five.2.2) Information about tenders
Number of tenders received: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
AQUARIUS CONTACT CENTRES LIMITED
Unit 1, Halbeath Interchange Business Park, Kingseat Road
Dunfermline
KY11 8RY
Telephone
+44 7393633138
Country
United Kingdom
NUTS code
- UK - United Kingdom
Internet address
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £297,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Karbon Homes Limited
Number 5, Gorforth Park Avenue, Gorforth Business Park
Newcastle upon Tyne
NE12 8EG
Country
United Kingdom
Internet address
six.4.2) Body responsible for mediation procedures
Karbon Homes Limited
Number 5, Gorforth Park Avenue, Gorforth Business Park
Newcastle upon Tyne
NE12 8EG
Country
United Kingdom