Scope
Reference
P/ABRI 1009/2025
Description
Abri is seeking a dedicated provider to support our out-of-hours service, ensuring residents receive timely, empathetic, and effective assistance when urgent housing management issues arise outside standard working hours. This includes critical concerns such as emergency repairs serious incidents and tenancy-related emergencies.
Our goal is to implement an innovative, dependable, and cost-efficient solution that enhances service delivery while maintaining our commitment to high-quality, customer-focused support. The selected provider should offer a robust and responsive system that ensures residents feel supported and always valued.
Total value (estimated)
- £2,200,000 excluding VAT
- £2,640,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 12 January 2026 to 12 January 2029
- Possible extension to 11 January 2036
- 10 years
Description of possible extension:
Optional to extend up to 84 months.
Main procurement category
Services
CPV classifications
- 32551400 - Telephone network
- 64214200 - Telephone switchboard services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre
Contract locations
- UK - United Kingdom
Submission
Enquiry deadline
30 August 2025, 12:59am
Submission type
Tenders
Tender submission deadline
5 September 2025, 1:00pm
Submission address and any special instructions
All Tender submission must be made via Abri Tendering portal : https://in-tendhost.co.uk/abri/aspx/Login
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
10 November 2025
Recurring procurement
Publication date of next tender notice (estimated): 8 January 2035
Award criteria
| Name | Description | Type |
|---|---|---|
| Simple description | The Award Criteria can be found in full within the CFP tender pack but include the following areas titles Experience, Mobilisation ,Capacity , customer relationship management and management... |
Price |
Weighting description
The Award Criteria can be found in full within the CFP tender pack but include the following areas titles Experience, Mobilisation ,Capacity , customer relationship management and management information systems, performance and customer care management, tailored service delivery, operative training and monitoring, CRM with audit trail and recording, caller recognition and scripting, working within IT environments, and driving innovation and efficiency and Added Value.
Other information
Payment terms
30 days upon receipt of the invoice
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
Abri are undertaking a CFP for the provision of Out of Hours Handling Service. This CFP Tender has 4 stages. Stage 1 - Initial screening based on Quality and Price Assessment -Abri
Stage 2 - Interview/Presentation
Stage 3 - Final Bid (Opportunity to Review and Improve Pricing Schedule)
Stage 4 - Final decision
Documents
Associated tender documents
https://in-tendhost.co.uk/abri/aspx/Login
The document set is available digitally on Abri's tendering platform.
Contracting authority
The Swaythling Housing Society Ltd (Trading as Abri)
- Mutuals Public Register: 10237R
Collins House, Bishopstoke Road
Eastleigh
SO50 6AD
United Kingdom
Contact name: Laiza Mendiola
Telephone: 0300123 1567
Email: procurement.team@abri.co.uk
Website: http://www.abri.co.uk
Region: UKJ35 - South Hampshire
Organisation type: Public authority - sub-central government