Section one: Contracting authority
one.1) Name and addresses
Hull City Council
The Guildhall, Alfred Gelder Street
Hull
HU1 2AA
Contact
Lucy Pattinson
Telephone
+44 1482615737
Country
United Kingdom
Region code
UKE11 - Kingston upon Hull, City of
Internet address(es)
Main address
Buyer's address
https://yortender.eu-supply.com/ctm/Company/CompanyInformation/Index/104102
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
General public services
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Provision of Independent Complaint Officers Framework
Reference number
LP/25
two.1.2) Main CPV code
- 85300000 - Social work and related services
two.1.3) Type of contract
Services
two.1.4) Short description
Hull City Council (The Authority) has awarded three contracts to tenders from interested organisations to provide Independent Complaint Officers services. The tender was completed as an open procedure consisting of a one stage process. The contract is anticipated to commence 1st September 2025 ending by 31st August 2029 with an option to extend for a period of 2 x 12 month periods. The Authority has estimated the value of the Services to be £60,000 per annum with the total contract value been £360,000.00.
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: £180,000
two.2) Description
two.2.2) Additional CPV code(s)
- 85310000 - Social work services
- 85311300 - Welfare services for children and young people
- 98000000 - Other community, social and personal services
two.2.3) Place of performance
NUTS codes
- UKE11 - Kingston upon Hull, City of
Main site or place of performance
Hull
two.2.4) Description of the procurement
The Children Act 1989 requires Councils, which provide children’s services, to set up a three stage complaints process. Councils must make sure they administer the procedure properly and effectively, considering the extensive guidance available.
The key elements of the Independent Complaints Officer Service are to provide:
• an independent and objective view about the investigation of complaints.
• highly sensitive investigations within the authority in relation to complaints under the Children Act made by children, young people and their families.
• a provision of a comprehensive, open, transparent and fair consideration of the complaint by scope and defining limitations of the complaint to be investigated
• Sensitive and thorough interviewing of the complainant; consideration of social work records and other relevant information; interviewing staff and other people relevant to the complaint; and analysing information.
• Produce a high-quality report which is analytical, factual, evidence-based and addresses the statement of complaint.
• Undertake investigation within the statutory timescales.
• Attend Stage 3 review panels if appropriate
• relevant opinions based on specialist skills, knowledge and awareness that they have in respect of the presenting complaint.
• assurance that the young person is at the heart of every decision taken.
• assurance that the investigation is conducted in accordance with ‘Getting the Best from Complaints’ Social Care Complaints and Representations for Children, Young People and Others.
• Assurance that all participants are treated with respect throughout the process.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 70
Price - Weighting: 30
two.2.11) Information about options
Options: Yes
Description of options
Option to extend 2 x 12 month periods at the sole discretion of the Authority.
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.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
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: 2025/S 000-006719
Section five. Award of contract
Contract No
1
Title
Provision of Independent Complaint Officers
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
15 May 2025
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Choices and Voices Care LTD
PO BOX 1075
North Yorkshire
TS19 1YY
Country
United Kingdom
NUTS code
- UKE2 - North Yorkshire
National registration number
08745542
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £20,000
Section five. Award of contract
Contract No
2
Title
Provision of Independent Complaint Officers
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
15 May 2025
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Coram
Coram Campus, 41 Brunswick Square
London
WC1N 1AZ
Telephone
+44 2075200381
Country
United Kingdom
NUTS code
- UKI - London
National registration number
9749745 51
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £20,000
Section five. Award of contract
Contract No
3
Title
Provision of Independent Complaint Officers
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
15 May 2025
five.2.2) Information about tenders
Number of tenders received: 3
Number of tenders received by electronic means: 3
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
RRC
1 Edmund St
Bradford
BD5 0BH
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
878258370
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £20,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Town Clerk
Hull
Country
United Kingdom