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It is a non-binding request intended to inform a subsequent sourcing strategy and specification development\n2.\tBackground & Context\nVico Homes Limited (Vico) was established on 1st April 2025 when Wakefield District Housing (WDH) rebranded to deliver our vision 'to build better futures and vibrant communities'.\nWe are one of the UK's largest social housing providers, with over 32,000 homes across Yorkshire and our wider operating area across the North of England.\nWe offer much more than bricks and mortar; our support goes far beyond the front door. We go the extra mile to deliver excellent customer services and provide a home to be proud of.\nOur tenants and others contact us outside normal business hours to report:\n•\tEmergency repairs\n•\tUrgent property safety concerns\n•\tAnti social behaviour incidents\n•\tSafeguarding or welfare issues\n•\tEstate or building emergencies\nContacts may also be received relating to \n•\tVico Homes offices and associated premises\n•\tLone worker alerts relating to Vico employees\nOur goal is to ensure a consistent, safe, and compliant 24/7 service that protects customers and property assets, supports vulnerable residents, and upholds our legal and regulatory responsibilities.\nTo find out more about us please visit the link below:\nWelcome to Vico Homes | Vico Homes\n3.\tObjectives of Market Research\nWe are seeking information to help us:\n•\tUnderstand market capabilities for OOH call handling in the housing sector\n•\tShape the scope and requirements for a future contract\n•\tIdentify 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It is a non-binding request intended to inform a subsequent sourcing strategy and specification development\n2.\tBackground & Context\nVico Homes Limited (Vico) was established on 1st April 2025 when Wakefield District Housing (WDH) rebranded to deliver our vision 'to build better futures and vibrant communities'.\nWe are one of the UK's largest social housing providers, with over 32,000 homes across Yorkshire and our wider operating area across the North of England.\nWe offer much more than bricks and mortar; our support goes far beyond the front door. 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It is a non-binding request intended to inform a subsequent sourcing strategy and specification development\n2.\tBackground & Context\nVico Homes Limited (Vico) was established on 1st April 2025 when Wakefield District Housing (WDH) rebranded to deliver our vision 'to build better futures and vibrant communities'.\nWe are one of the UK's largest social housing providers, with over 32,000 homes across Yorkshire and our wider operating area across the North of England.\nWe offer much more than bricks and mortar; our support goes far beyond the front door. We go the extra mile to deliver excellent customer services and provide a home to be proud of.\nOur tenants and others contact us outside normal business hours to report:\n•\tEmergency repairs\n•\tUrgent property safety concerns\n•\tAnti social behaviour incidents\n•\tSafeguarding or welfare issues\n•\tEstate or building emergencies\nContacts may also be received relating to \n•\tVico Homes offices and associated premises\n•\tLone worker alerts relating to Vico employees\nOur goal is to ensure a consistent, safe, and compliant 24/7 service that protects customers and property assets, supports vulnerable residents, and upholds our legal and regulatory responsibilities.\nTo find out more about us please visit the link below:\nWelcome to Vico Homes | Vico Homes\n3.\tObjectives of Market Research\nWe are seeking information to help us:\n•\tUnderstand market capabilities for OOH call handling in the housing sector\n•\tShape the scope and requirements for a future contract\n•\tIdentify innovative approaches for supporting vulnerable customers\n•\tTest integration options with our MRI/Capita housing management systems (HMS) and Salesforce (CRM)\n•\tUnderstand pricing models and operational structures\n•\tIdentify potential efficiencies, improvements, and service innovations\n4.\tSummary of Requirements\nWe require a service to operate between the hours 8pm to 8am, seven days per week \nServices may include:\n4.1 Emergency & Urgent Repairs\n•\tReceiving and triaging emergency repairs\n•\tUsing diagnostic tools to classify repair types\n•\tRecording repairs in our HMS\n•\tContacting Vico Homes own workforce or on call contractors\n4.2 Colleague/Tenant Safety & Welfare\n•\tDealing with vulnerable or distressed residents\n•\tHandling situations involving domestic abuse or safeguarding\n•\tWelfare checks\n•\tCrisis escalation procedures\n•\tOrbis colleague lone worker safety alerts\n4.3 Anti Social Behaviour (ASB)\n•\tTaking urgent ASB reports\n•\tUnderstanding thresholds for emergency response\n•\tEscalation to duty officers (if required)\n4.4 Estate Services & Building Safety\n•\tFire alarm activations\n•\tLift breakdowns\n•\tMajor leaks, flooding, or structural risk\n•\tBuilding security breaches\n5.\tSupplier Response Questions \nPlease provide a response to the following questions:\n5.1 Technology, Housing System Integration & Data Management\n•\tList the housing management/systems you currently integrate with, if any (e.g. Capita, Dynamics, Salesforce etc.).\n•\tDescribe API or data exchange capabilities.\n•\tExplain how emergency repairs will be issued to contractors/on call staff\n•\tExplain how emergency repair logs or ASB reports are sent back to us.\n5.2 Performance\n•\tProvide standard KPIs for OOH services in the industry, including: \no\tCall answer time\no\tAbandonment rate\no\tFirst contact resolution (FCR)\n5.3 Implementation & Onboarding\n•\tProvide a standard mobilisation timeline.\n•\tDescribe the resources required from us.\n•\tWhat does a typical testing/transition period look like?\n5.4 Commercials & Pricing Structure\n•\tOutline your pricing approach (e.g., per call, fixed monthly fee, hybrid).\n•\tIdentify key cost drivers in your model.\n•\tProvide example cost ranges based on typical housing association volumes.\n•\tState any contractual minimums (hours, volume, contract length, onboarding fees).\n5.5 Routes to Market\n•\tProvide the names and details of any public procurrent frameworks on which you are a listed provider\n5.6 Information You Need from Us\n•\tPlease list any information required from us as part of the specification to allow you to provide accurate pricing and service proposals in a future tender process" } ], "items": [ { "id": "1", "additionalClassifications": [ { "releaseID": "019094-2026", "releaseDate": "2026-03-03T15:26:14Z", "releaseTag": [ "planning" ], "value": [ { "scheme": "CPV", "id": "79512000", "description": "Call centre" } ] } ], "deliveryAddresses": [ { "region": [ { 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