Scope
Reference
P/ABRI 1009/2025
Description
Abri sought a dedicated provider to deliver an out-of-hours call handling 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 was 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.
Contract 1. Out of Hours Call Handling Service
Supplier
Contract value
- £2,200,000 excluding VAT
- £2,640,000 including VAT
Above the relevant threshold
Award decision date
10 December 2025
Date assessment summaries were sent to tenderers
12 December 2025
Standstill period
- End: 29 December 2025
- 8 working days
Earliest date the contract will be signed
12 January 2026
Contract dates (estimated)
- 1 April 2026 to 31 March 2029
- Possible extension to 1 April 2036
- 10 years, 1 day
Description of possible extension:
Optional to extend up to 84 months
Main procurement category
Services
CPV classifications
- 79512000 - Call centre
- 79511000 - Telephone operator services
- 79510000 - Telephone-answering services
- 64214200 - Telephone switchboard services
- 32551400 - Telephone network
Information about tenders
- 11 tenders received
- 8 tenders assessed in the final stage:
- 6 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 7 suppliers unsuccessful (details included for contracts over £5 million)
Submission
Submission type
Tenders
Procedure
Procedure type
Competitive flexible procedure
Supplier
Morgan Sindall Property Services Limited
- Companies House: 04415196
Kent House
London
W1W 8AJ
United Kingdom
Telephone: 07816250357
Region: UKI32 - Westminster
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1. Out of Hours Call Handling Service
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: 03001231567
Email: procurement.team@abri.co.uk
Website: http://www.abri.co.uk
Region: UKJ35 - South Hampshire
Organisation type: Public authority - sub-central government