Scope
Description
United Utilities, supported by The Knowledge Group, is seeking to appoint a specialist vendor to deliver end-to-end contact centre services. These services will be to support the United Utilities in house team.
Refer to the tender documents made available through the Maistro system via The Knowledge Group:
https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a
Commercial tool
Establishes a framework
Total value (estimated)
- £6,600,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 17 November 2025 to 16 November 2028
- 3 years
Main procurement category
Services
CPV classifications
- 79510000 - Telephone-answering services
Contract locations
- UKD - North West (England)
Framework
Maximum number of suppliers
1
Maximum percentage fee charged to suppliers
0%
Framework operation description
Please refer to the tender document pack made available on the Maistro platform.
https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a
Award method when using the framework
Without competition
Contracting authorities that may use the framework
Establishing party only
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Submission type
Tenders
Tender submission deadline
8 September 2025, 11:59pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
4 November 2025
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Technical | Quality | 60% |
| Commercial | Price | 40% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Special regime
Utilities
Competitive flexible procedure description
Participation stage assessment will identify those shortlisted to Tendering Stage. The Tendering Stage may include timescales for negotiation and clarifications, bidder presentations and meetings, and best and final offer. Please refer to the tender timetable for further information.
Documents
Associated tender documents
https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a
Contracting authority
UNITED UTILITIES WATER LIMITED
- Companies House: 02366678
- Public Procurement Organisation Number: PVVB-5589-BWHX
Haweswater House, Lingley Green Avenue
Great Sankey
WA5 3LP
United Kingdom
Region: UKD61 - Warrington
Organisation type: Private utility
Other organisation
These organisations are carrying out the procurement, or part of it, on behalf of the contracting authorities.
THE KNOWLEDGE GROUP SERVICES LIMITED
Summary of their role in this procurement: Procurement and advisory partner
- Companies House: 12968507
- Public Procurement Organisation Number: PXGQ-7837-WNBZ
Rowan House North 1 The Professional Quarter
Shrewsbury
SY2 6LG
United Kingdom
Email: JoelW@WeLoveToKnow.com
Region: UKG22 - Shropshire CC