Section one: Contracting authority
one.1) Name and addresses
Phoenix Community Housing
The Green Man, 355 Bromley Road
London
SE6 2RP
Contact
Natasha Briscoe
natasha.briscoe@phoenixch.org.uk
Telephone
+44 8000285700
Country
United Kingdom
NUTS code
UKI44 - Lewisham and Southwark
Internet address(es)
Main address
Buyer's address
https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA22607
one.4) Type of the contracting authority
Other type
Social Housing provider
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Contract
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
Phoenix are seeking a supplier who can evidence an excellent track record of providing a ‘high standard’ of call handling expertise, sufficient resource and associated services knowledge to deliver a seamless telephone service OOH to Phoenix’s residents (or persons acting on their behalf) outside of Phoenix’s normal operating hours. The supplier will contribute to our aim of achieving great resident satisfaction in the upper quartile of our sector and assist us to improve the customer experience to meet the needs of residents. All services will be expected to maintain and demonstrate Phoenix’s core values and project a non-judgemental empathetic approach to residents and exhibit a strong understanding of maintaining professional boundaries.
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: £48,000
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKI44 - Lewisham and Southwark
Main site or place of performance
Service to be provided remotely at provider's own place of operation
two.2.4) Description of the procurement
One stage process, tenders are invited and all documents and schedules to be provided as specified. After close of tender these will be evaluated. There may be interviews with shortlisted bids after which a contract will be awarded.
Response to the brief: (no more than 3 x A4 pages in 12pt font, single spaced in Times New Roman or Arial Font)
Your tender should include the following documents
1 Completed invitation to tender document, attached
2 How you propose to provide this service
3 Proposal in response to this brief including fees for the 4 service including cost breakdowns
5 Examples of how you have provided this service for other organisations to include results and outcomes associated with resident satisfaction
6 A resource statement including the management structure which is in addition to the brief
Please note we will receive and answer any questions online through Mytenders. Please do not e mail questions directly to Natasha Briscoe or James Peters or any other Phoenix staff.
Please also submit with your tender your policies on the following areas:
1 Modern Slavery and Human Trafficking
2 Corporate and Social Responsibility Policy
3 Anti-bribery and Anti-corruption Policy
4 Ethics Policy
5 Data and Privacy Policy
6 Safeguarding Policy
7 Equalities Policy
two.2.5) Award criteria
Quality criterion - Name: Response to brief / Weighting: 20
Quality criterion - Name: Response to questions / Weighting: 20
Quality criterion - Name: Previous experience / Weighting: 20
Quality criterion - Name: Added value / Weighting: 10
Price - Weighting: 30
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: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2021/S 000-012825
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
18 October 2021
five.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 0
Number of tenders received from tenderers from other EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 5
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
NPA
Hyefield House, 36 Hagley Road, Halesowen, , West Midlands.
Halesowen
B63 4RH
Telephone
+44 3333230260
Country
United Kingdom
NUTS code
- UK - United Kingdom
The contractor is an SME
No
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £48,000
Section six. Complementary information
six.3) Additional information
(MT Ref:224205)
six.4) Procedures for review
six.4.1) Review body
Public Procurement Review Service
Cabinet Office
London
publicprocurementreview@cabinetoffice.gov.uk
Telephone
+44 3450103503
Country
United Kingdom
Internet address
https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit