Scope
Description
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.
The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.
The agreement includes a comprehensive service proposal, covering:
• Staffing and training model
• Technology stack (IT and telephony setup)
• Governance and reporting structure
• Quality assurance approach
• Supplier readiness for mobilisation ahead of January billing peak
Contract 1
Supplier
Contract value
- £6,600,000 including VAT
Above the relevant threshold
Award decision date
20 November 2025
Date assessment summaries were sent to tenderers
21 November 2025
Standstill period
- End: 3 December 2025
- 8 working days
Earliest date the contract will be signed
8 December 2025
Contract dates (estimated)
- 8 December 2025 to 7 December 2026
- Possible extension to 7 December 2028
- 3 years
Description of possible extension:
Optional and discretionary extension provision is included within the contract. Service may be extended up to 2 years, with a maximum contract term of 3 years (1+1+1).
Main procurement category
Services
CPV classifications
- 79510000 - Telephone-answering services
Contract locations
- UKD - North West (England)
Submission
Submission type
Requests to participate
Procedure
Procedure type
Competitive flexible procedure
Special regime
Utilities
Supplier
CONCENTRIX TSC UK LTD
- Companies House: SC146564
- Public Procurement Organisation Number: PZYZ-1215-CQVR
1 Central Park Avenue,
Larbert
FK5 4RX
United Kingdom
Email: simon.coulbeck@concentrix.com
Website: http://www.concentrix.com
Region: UKM76 - Falkirk
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1
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