Section one: Contracting authority
one.1) Name and addresses
Hyde Housing Association Ltd
30 Park Street
London
SE1 9EQ
Contact
Tarvinder Bhungle
Tarvinder.Bhungle@hyde-housing.co.uk
Telephone
+44 2073785074
Country
United Kingdom
NUTS code
UK - United Kingdom
National registration number
IP18195R
Internet address(es)
Main address
https://www.hyde-housing.co.uk
Buyer's address
https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/119413
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
Provision of Out of Hours call handling and social media monitoring Framework Services
two.1.2) Main CPV code
- 79512000 - Call centre
two.1.3) Type of contract
Services
two.1.4) Short description
**THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde’s intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors.
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: £50,000,000
two.2) Description
two.2.2) Additional CPV code(s)
- 50000000 - Repair and maintenance services
two.2.3) Place of performance
NUTS codes
- UK - United Kingdom
two.2.4) Description of the procurement
**THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** It is Hyde’s intention in respect of this invitation to tender to create a multiple source Framework Agreement for the provision of Out of Hours call handling and social media monitoring services for the use of primarily The Hyde Group (Hyde) but also for the use of other public sector authorities as defined in the FTS/Contracts Finder contract notice. The service provider will provide Out of Hours call handling and social media monitoring services, responding to and managing calls on either an out of hours or 24/7 basis. This may include call handling across the housing, local authority, education and wider public sectors. The services include, but are not limited to:
— Out of hours / 24/7 emergency repairs call handling in line with Members agreed protocols,
— Anti-social behaviour (ASB) management – managing calls and providing reports,
— Planned and unplanned business continuity planning – to support any planned shut down time, staff training days, scheduled meetings etc. As well as call handling during unplanned periods, system failure etc,
— Contractor management – where required by the Member, allocating repair jobs to contractors in accordance with Member requirements which may include engaging local supply chains.
The Service Provider will generally be required to supply Out of Hours call handling and social media monitoring services subject to project specific requirements under each Call-off Agreement but will primarily cover the services described in this document.
The proposed duration of the Framework is for four (4) years in line with the Public Contracts Regulations 2015. However, each member may enter in a Call-off Agreement under the Framework Agreement which can extend beyond this period.
This ITT seeks to create a framework by inviting proposals in respect of supply of Out of Hours call handling and social media monitoring services.
two.2.5) Award criteria
Quality criterion - Name: Quality / Weighting: 60%
Price - Weighting: 40%
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
two.2.14) Additional information
The Framework Value of £50,000,000 does not relate to the contract value. The Framework Value is a nominal amount to provide sufficient scope for framework usage by other public sector bodies during the 4 year framework term.
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: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-010847
Section five. Award of contract
Contract No
1
Title
Provision of Out of Hours call handling and social media monitoring Framework Services
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 December 2023
five.2.2) Information about tenders
Number of tenders received: 5
The contract has been awarded to a group of economic operators: Yes
five.2.3) Name and address of the contractor
CAREIUM UK LIMITED
Blackburn
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
04133585
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
NATIONWIDE PROPERTY ASSISTANCE LTD
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
08964573
The contractor is an SME
Yes
five.2.3) Name and address of the contractor
EASTVANTAGE BUSINESS SOULTIONS INC
Hong Kong
Country
China
NUTS code
- CN - China
The contractor is an SME
No
five.2.3) Name and address of the contractor
RESPONSE TEAM 247 LIMITED
London
Country
United Kingdom
NUTS code
- UK - United Kingdom
National registration number
13522163
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Initial estimated total value of the contract/lot: £50,000,000
Total value of the contract/lot: £50,000,000
Section six. Complementary information
six.3) Additional information
**THIS CONTRACT HAS BEEN AWARDED AND THIS IS A CONTRACT AWARD NOTICE** Hyde wishes to establish a Framework Agreement for use by the following UK public sector bodies (and any future successors to these organisations):
A full list of potential contracting authorities can be found here under the most recent file:
The following public bodies may also use the Framework Agreement:
http://www.wales.com/study/universities-wales
http://www.gov.scot/Topics/Government/public-bodies/about/Bodies
six.4) Procedures for review
six.4.1) Review body
Royal Courts of Justice
The Strand
The Strand
WC2A 2LL
Telephone
+44 2079477772
Country
United Kingdom