Scope
Reference
00267-CX
Description
Stonewater's Customer Service Centre (CSC) provides a customer focused and efficient service, receiving and processing a wide range of housing enquires including the following distinct service areas:
•Repairs and Maintenance (including estate services)
•Neighbourhood Management
•Tenancy Management
•Income Management
•Antisocial Behaviour
•Complaints
•Home Ownership
The CSC is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the CSC's opening hours.
Stonewater are looking for a service provider that can supply their out of hours customer service outside its core hours and when needed outside of these times. Stonewater are looking for the service provider to provide the service with agents that have excellent customer service skills and well trained in housing repairs with significant importance to changes introduced by Awaabs and HHSRS
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Telephone-answering-services./NXM72JE5R8
To respond to this opportunity, please click here:
Total value (estimated)
- £260,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 20 February 2026 to 23 February 2029
- Possible extension to 21 February 2031
- 5 years, 2 days
Description of possible extension:
2 x 12 months
Main procurement category
Services
CPV classifications
- 79510000 - Telephone-answering services
- 79512000 - Call centre
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
21 November 2025, 12:00pm
Tender submission deadline
12 December 2025, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
15 January 2026
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Quality | Quality | 60% |
| Price | Price | 40% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Contracting authority
Stonewater Ltd
- Public Procurement Organisation Number: PVMT-4274-HPBN
Suite C Lancaster House, Grange Business Park
Leicester
LE8 6EP
United Kingdom
Contact name: Donna Monro
Email: donna.monro@stonewater.org
Region: UKF22 - Leicestershire CC and Rutland
Organisation type: Public authority - sub-central government