{ "uri": "https://www.find-tender.service.gov.uk/api/1.0/ocdsRecordPackages/ocds-h6vhtk-0780b0", "publisher": { "name": "Cabinet Office", "scheme": "GB-GOR", "uid": "D2", "uri": "https://www.gov.uk/government/organisations/cabinet-office" }, "publishedDate": "2026-10-05T15:35:09+01:00", "license": "http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/", "publicationPolicy": "https://www.gov.uk/government/publications/open-contracting", "version": "1.1", "extensions": [ "https://standard.open-contracting.org/profiles/eu/latest/en/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_amendment_rationale_classifications_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_budget_breakdown_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_contract_completion_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_documentation_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_pagination_extension/master/extension.json", "https://raw.githubusercontent.com/open-contracting-extensions/ocds_suitability_extension/master/extension.json", "https://raw.githubusercontent.com/portaledcahn/ocds_Links_extension/main/extension.json", "https://raw.githubusercontent.com/cabinetoffice/ocds_uk_extension/main/extension.json" ], "packages": [ "https://www.find-tender.service.gov.uk/api/1.0/ocdsRecordPackages/ocds-h6vhtk-0780b0" ], "records": [ { "ocid": "ocds-h6vhtk-0780b0", "releases": [ { "ocid": "ocds-h6vhtk-0780b0", "id": "093776-2026", "tag": [ "planning" ], "date": "2026-10-05T12:33:20+01:00", "initiationType": "tender", "planning": { "documents": [ { "id": "093776-2026", "documentType": "plannedProcurementNotice", "noticeType": "UK1", "description": "Pipeline notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/093776-2026", "datePublished": "2026-10-05T12:33:20+01:00", "format": "text/html" } ] }, "parties": [ { "name": "Anchor Hanover Group", "id": "GB-MPR-7843", "identifier": { "scheme": "GB-MPR", "id": "7843" }, "additionalIdentifiers": [ { "scheme": "GB-PPON", "id": "PYBH-1339-MTCJ" } ], "address": { "streetAddress": "2 Godwin Street", "locality": "Bradford", "postalCode": "BD1 2ST", "country": "GB", "countryName": "United Kingdom", "region": "UKE41" }, "contactPoint": { "email": "allen.norman@anchor.org.uk" }, "roles": [ "buyer" ], "details": { "url": "http://www.anchor.org.uk/", "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthoritySubCentralGovernment", "description": "Public authority - sub-central government" } ] } } ], "buyer": { "id": "GB-MPR-7843", "name": "Anchor Hanover Group" }, "tender": { "id": "Project 00400", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "Enquiry & Customer Management", "description": "Anchor Hanover Group is England’s largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations.\nThe required services will be managing enquiries, admissions and occupancy from initial contact to accepted admission. 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The link to join the presentation is below:-\nJoin: https://teams.microsoft.com/meet/31061546987365?p=mpL4qd1XEqajmdhy1Z\nShould you be unable to attend this meeting, we will be able to provide a recorded version after upon request.\nTo help us refine our requirements we will be inviting all interested parties to submit a brief, 2 page Capability and Feedback Summary (this is optional).\nPlease structure your response around the following key areas based on the provided scope of requirements in the description and following our presentation:\n• Core Solution Alignment: A brief overview of your standard software capabilities and whether you can deliver our core compliance workflows out-of-the-box (SaaS) or via configuration\n• Delivery & Implementation Feasibility: A realistic estimation of your standard deployment, data migration, onboarding timelines and service wrap around including integrations/bespoke interfaces, testing and training\n• Market Feedback: Any constructive feedback on our draft scope, including identifying any requirements you view as overly restrictive, missing, or technically unviable.\nAnchor is particularly interested in suppliers that can explain what capability is available today, what would require configuration, what depends on partner products or integrations, what is on the supplier roadmap and where Anchor’s emerging assumptions could be simplified, challenged or improved.\nPlease follow the link below to see our open opportunities (where you will be able to register your company on our e-procurement portal, download the brief and upload any supporting documentation -https://anchor.my.site.com/s/Welcome\nPlease respond with your summary by lunchtime 16th October 2026 via Anchor's e-procurement portal where Anchor will use a targeted approach to allocate slots and will prioritise suppliers whose 2 page Capability and Feedback Summaries most closely meet the above areas.\nThis exercise is strictly for market research and requirement-gathering purposes. Your response will not be scored, graded, or used to select or disqualify suppliers for the future formal tender. Choosing not to submit a 2 page summary will not disadvantage your organisation in any future formal procurement process.\nAnchor will then be hosting a MS Teams 1-2-1 session 19th October 2026 for some of the interested parties. This 1-2-1 session will include a short supplier presentation, interview questions (shared beforehand) and a demonstration of your system.\nThis will be an opportunity for the market to have a two-way dialogue with the Anchor team to understand and help shape the requirements and strategy for the procurement and to also comment on the proposed procurement process. It will also allow Anchor to understand the capacity and capability of the market and the art of the possible.\nAny findings during these sessions which are relevant to the tender will be made clear and accessible to all participants during the submissions period.\nThe procurement process is estimated to start early Jan 2027 with mobilisation starting June/July 2027.", "dueDate": "2026-10-30T23:59:59Z", "status": "scheduled" } ], "documents": [ { "id": "093939-2026", "documentType": "marketEngagementNotice", "noticeType": "UK2", "description": "Preliminary market engagement notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/093939-2026", "datePublished": "2026-10-05T15:35:09+01:00", "format": "text/html" } ] }, "tender": { "id": "Project-00400", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "Enquires & Customer Management", "description": "Anchor Hanover Group is England’s largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations.\nPurpose of this notice\nAnchor Hanover Group is undertaking preliminary market engagement to understand supplier capability and market approaches for enquiries, admissions, occupancy and relationship management across its care home business. This notice is intended to alert the market that engagement is taking place, describe the opportunity at a high level and invite relevant suppliers to participate.\nThis notice forms part of a wider care technology pre-market engagement exercise that also includes nurse call and incident management. Anchor is considering these areas together to understand the market landscape, potential integration points and future delivery options across its care technology roadmap.\nThis activity enables market research to help Anchor define requirements, build the business case and design the target state architecture, by determining the extent to which enquiry management, CRM and customer financial management and/or workforce management is a specialist application that integrates to other systems or could be consolidated into a core care platform . It does not start a procurement process, does not commit Anchor to any future competition and supplier responses will not be scored or used to select or exclude suppliers.\nProblem and opportunity\nAnchor wants to improve the experience of prospective residents, relatives, representatives and colleagues from first enquiry through to accepted admission. The opportunity is to strengthen enquiry capture, qualification, marketing campaign attribution, home matching, assessment coordination, admissions progression, occupancy visibility and relationship management across a multi-site care home environment.\nAnchor is seeking to reduce avoidable duplication, improve pipeline and conversion insight, support more consistent ways of working, increase occupancy and ensure that accepted admissions can transition effectively into downstream care, finance and reporting processes.\nLikely scope and areas of interest .\nThe likely scope includes the capabilities needed to manage enquiries, admissions and occupancy from initial contact to accepted admission. Anchor is interested in understanding whether the market can meet this need through dedicated enquiries and admissions products, CRM-led approaches, broader care technology platforms or integrated partner models.\nAnchor currently expects some care technology systems to be retained in the immediate future, including its care planning platform. Suppliers should therefore explain, at a high level, how their proposed approach would integrate with retained and future systems without creating unnecessary duplicate records or unclear ownership of care, resident, finance or reporting data.\nAnchor may also need to consider a future customer financial planning capability alongside the shorter-term priority for enquiries management. Suppliers should explain whether their approach could support or integrate with future processes for indicative fees, funding arrangements, payer information, financial planning and handover into customer finance, without extending the immediate engagement into a detailed finance specification at this stage.\nAnchor's target state architecture will also review workforce management and consider potential solutions to support rostering and time and attendance capabilities. Whilst not an immediate priority suppliers responding to this notice are welcome to highlight if this is included in their wider offer and the degree to which Anchor could consolidate applications into a core administrative platform.\nHeadline capability domains\n1.\tEnquiry capture and qualification: consistent capture of enquiries across relevant channels, with appropriate qualification, prioritization, campaign attribution and source tracking.\n2.\tProspect, contact and relationship management: a clear view of prospective residents, representatives, relatives, referrers and other contacts involved in the decision-making journey.\n3.\tHome matching, availability and occupancy: support for matching prospective residents to suitable homes and services, understanding availability and managing occupancy opportunities.\n4.\tJourney, workflow and pipeline management: clear stages, ownership, actions, service levels, escalation and visibility from initial enquiry to admission or closure.\n5.\tAssessment, decision and admissions coordination: support for pre-admission assessment, suitability decisions, approvals, room reservation and controlled progression to admission.\n6.\tCommunications and digital engagement: timely, accessible and appropriately branded communication with prospective residents, relatives, representatives and referrers, including digital and assisted-digital options.\n7.\tFees, funding and financial handover: capture and handover of indicative fees, funding arrangements, payer details and related information needed for downstream finance processes.\n8.\tIntegration, reporting and insight: interoperability with retained and future systems, data quality, reporting, conversion insight, performance management and enterprise-level visibility.\n9.\tAI, innovation and advanced insight: capability to leverage AI, advanced analytics and emerging technologies through the solution itself or via partner ecosystems, enabling continuous innovation, 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"description": "Preliminary market engagement notice on Find a Tender", "url": "https://www.find-tender.service.gov.uk/Notice/093939-2026", "datePublished": "2026-10-05T15:35:09+01:00", "format": "text/html" } ], "milestones": [ { "id": "engagement", "type": "engagement", "description": "Pre-market engagement will be in the form of a one hour presentation/webinar (with an opportunity for Q&A at the end) to interested parties giving an overview of our requirements which will start to form the basis of dialogue with interested parties.\nThe online presentation/webinar will be held on MS Teams between 15.30 and 16.30 on the 13th October 2026. The link to join the presentation is below:-\nJoin: https://teams.microsoft.com/meet/31061546987365?p=mpL4qd1XEqajmdhy1Z\nShould you be unable to attend this meeting, we will be able to provide a recorded version after upon request.\nTo help us refine our requirements we will be inviting all interested parties to submit a brief, 2 page Capability and Feedback Summary (this is optional).\nPlease structure your response around the following key areas based on the provided scope of requirements in the description and following our presentation:\n• Core Solution Alignment: A brief overview of your standard software capabilities and whether you can deliver our core compliance workflows out-of-the-box (SaaS) or via configuration\n• Delivery & Implementation Feasibility: A realistic estimation of your standard deployment, data migration, onboarding timelines and service wrap around including integrations/bespoke interfaces, testing and training\n• Market Feedback: Any constructive feedback on our draft scope, including identifying any requirements you view as overly restrictive, missing, or technically unviable.\nAnchor is particularly interested in suppliers that can explain what capability is available today, what would require configuration, what depends on partner products or integrations, what is on the supplier roadmap and where Anchor’s emerging assumptions could be simplified, challenged or improved.\nPlease follow the link below to see our open opportunities (where you will be able to register your company on our e-procurement portal, download the brief and upload any supporting documentation -https://anchor.my.site.com/s/Welcome\nPlease respond with your summary by lunchtime 16th October 2026 via Anchor's e-procurement portal where Anchor will use a targeted approach to allocate slots and will prioritise suppliers whose 2 page Capability and Feedback Summaries most closely meet the above areas.\nThis exercise is strictly for market research and requirement-gathering purposes. Your response will not be scored, graded, or used to select or disqualify suppliers for the future formal tender. Choosing not to submit a 2 page summary will not disadvantage your organisation in any future formal procurement process.\nAnchor will then be hosting a MS Teams 1-2-1 session 19th October 2026 for some of the interested parties. This 1-2-1 session will include a short supplier presentation, interview questions (shared beforehand) and a demonstration of your system.\nThis will be an opportunity for the market to have a two-way dialogue with the Anchor team to understand and help shape the requirements and strategy for the procurement and to also comment on the proposed procurement process. It will also allow Anchor to understand the capacity and capability of the market and the art of the possible.\nAny findings during these sessions which are relevant to the tender will be made clear and accessible to all participants during the submissions period.\nThe procurement process is estimated to start early Jan 2027 with mobilisation starting June/July 2027.", "dueDate": "2026-10-30T23:59:59Z", "status": "scheduled" } ] }, "parties": [ { "id": "GB-MPR-7843", "name": "Anchor Hanover Group", "identifier": { "scheme": "GB-MPR", "id": "7843" }, "additionalIdentifiers": [ { "scheme": "GB-PPON", "id": "PYBH-1339-MTCJ" } ], "address": { "streetAddress": "2 Godwin Street", "locality": "Bradford", "postalCode": "BD1 2ST", "country": "GB", "countryName": "United Kingdom", "region": "UKE41" }, "contactPoint": { "email": "allen.norman@anchor.org.uk" }, "roles": [ "buyer" ], "details": { "url": "http://www.anchor.org.uk/", "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthoritySubCentralGovernment", "description": "Public authority - sub-central government" } ] } } ], "buyer": { "id": "GB-MPR-7843", "name": "Anchor Hanover Group" }, "tender": { "id": "Project-00400", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "Enquires & Customer Management", "description": "Anchor Hanover Group is England’s largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations.\nPurpose of this notice\nAnchor Hanover Group is undertaking preliminary market engagement to understand supplier capability and market approaches for enquiries, admissions, occupancy and relationship management across its care home business. This notice is intended to alert the market that engagement is taking place, describe the opportunity at a high level and invite relevant suppliers to participate.\nThis notice forms part of a wider care technology pre-market engagement exercise that also includes nurse call and incident management. Anchor is considering these areas together to understand the market landscape, potential integration points and future delivery options across its care technology roadmap.\nThis activity enables market research to help Anchor define requirements, build the business case and design the target state architecture, by determining the extent to which enquiry management, CRM and customer financial management and/or workforce management is a specialist application that integrates to other systems or could be consolidated into a core care platform . It does not start a procurement process, does not commit Anchor to any future competition and supplier responses will not be scored or used to select or exclude suppliers.\nProblem and opportunity\nAnchor wants to improve the experience of prospective residents, relatives, representatives and colleagues from first enquiry through to accepted admission. The opportunity is to strengthen enquiry capture, qualification, marketing campaign attribution, home matching, assessment coordination, admissions progression, occupancy visibility and relationship management across a multi-site care home environment.\nAnchor is seeking to reduce avoidable duplication, improve pipeline and conversion insight, support more consistent ways of working, increase occupancy and ensure that accepted admissions can transition effectively into downstream care, finance and reporting processes.\nLikely scope and areas of interest .\nThe likely scope includes the capabilities needed to manage enquiries, admissions and occupancy from initial contact to accepted admission. Anchor is interested in understanding whether the market can meet this need through dedicated enquiries and admissions products, CRM-led approaches, broader care technology platforms or integrated partner models.\nAnchor currently expects some care technology systems to be retained in the immediate future, including its care planning platform. Suppliers should therefore explain, at a high level, how their proposed approach would integrate with retained and future systems without creating unnecessary duplicate records or unclear ownership of care, resident, finance or reporting data.\nAnchor may also need to consider a future customer financial planning capability alongside the shorter-term priority for enquiries management. Suppliers should explain whether their approach could support or integrate with future processes for indicative fees, funding arrangements, payer information, financial planning and handover into customer finance, without extending the immediate engagement into a detailed finance specification at this stage.\nAnchor's target state architecture will also review workforce management and consider potential solutions to support rostering and time and attendance capabilities. Whilst not an immediate priority suppliers responding to this notice are welcome to highlight if this is included in their wider offer and the degree to which Anchor could consolidate applications into a core administrative platform.\nHeadline capability domains\n1.\tEnquiry capture and qualification: consistent capture of enquiries across relevant channels, with appropriate qualification, prioritization, campaign attribution and source tracking.\n2.\tProspect, contact and relationship management: a clear view of prospective residents, representatives, relatives, referrers and other contacts involved in the decision-making journey.\n3.\tHome matching, availability and occupancy: support for matching prospective residents to suitable homes and services, understanding availability and managing occupancy opportunities.\n4.\tJourney, workflow and pipeline management: clear stages, ownership, actions, service levels, escalation and visibility from initial enquiry to admission or 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between 15.30 and 16.30 on the 13th October 2026. The link to join the presentation is below:-\nJoin: https://teams.microsoft.com/meet/31061546987365?p=mpL4qd1XEqajmdhy1Z\nShould you be unable to attend this meeting, we will be able to provide a recorded version after upon request.\nTo help us refine our requirements we will be inviting all interested parties to submit a brief, 2 page Capability and Feedback Summary (this is optional).\nPlease structure your response around the following key areas based on the provided scope of requirements in the description and following our presentation:\n• Core Solution Alignment: A brief overview of your standard software capabilities and whether you can deliver our core compliance workflows out-of-the-box (SaaS) or via configuration\n• Delivery & Implementation Feasibility: A realistic estimation of your standard deployment, data migration, onboarding timelines and service wrap around including integrations/bespoke interfaces, testing and training\n• Market Feedback: Any constructive feedback on our draft scope, including identifying any requirements you view as overly restrictive, missing, or technically unviable.\nAnchor is particularly interested in suppliers that can explain what capability is available today, what would require configuration, what depends on partner products or integrations, what is on the supplier roadmap and where Anchor’s emerging assumptions could be simplified, challenged or improved.\nPlease follow the link below to see our open opportunities (where you will be able to register your company on our e-procurement portal, download the brief and upload any supporting documentation -https://anchor.my.site.com/s/Welcome\nPlease respond with your summary by lunchtime 16th October 2026 via Anchor's e-procurement portal where Anchor will use a targeted approach to allocate slots and will prioritise suppliers whose 2 page Capability and Feedback Summaries most closely meet the above areas.\nThis exercise is strictly for market research and requirement-gathering purposes. Your response will not be scored, graded, or used to select or disqualify suppliers for the future formal tender. Choosing not to submit a 2 page summary will not disadvantage your organisation in any future formal procurement process.\nAnchor will then be hosting a MS Teams 1-2-1 session 19th October 2026 for some of the interested parties. This 1-2-1 session will include a short supplier presentation, interview questions (shared beforehand) and a demonstration of your system.\nThis will be an opportunity for the market to have a two-way dialogue with the Anchor team to understand and help shape the requirements and strategy for the procurement and to also comment on the proposed procurement process. It will also allow Anchor to understand the capacity and capability of the market and the art of the possible.\nAny findings during these sessions which are relevant to the tender will be made clear and accessible to all participants during the submissions period.\nThe procurement process is estimated to start early Jan 2027 with mobilisation starting June/July 2027." } ], "dueDate": [ { "releaseID": "093939-2026", "releaseDate": "2026-10-05T15:35:09+01:00", "releaseTag": [ "planning" ], "value": "2026-10-30T23:59:59Z" } ], "status": [ { "releaseID": "093939-2026", "releaseDate": "2026-10-05T15:35:09+01:00", "releaseTag": [ "planning" ], "value": "scheduled" } ] } ] }, "parties": [ { "id": "GB-MPR-7843", "name": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "Anchor Hanover Group" } ], "identifier": { "scheme": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "GB-MPR" } ], "id": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "7843" } ] }, "additionalIdentifiers": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": [ { "scheme": "GB-PPON", "id": "PYBH-1339-MTCJ" } ] } ], "address": { "streetAddress": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "2 Godwin Street" } ], "locality": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "Bradford" } ], "postalCode": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "BD1 2ST" } ], "country": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "GB" } ], "countryName": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "United Kingdom" } ], "region": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "UKE41" } ] }, "contactPoint": { "email": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "allen.norman@anchor.org.uk" } ] }, "roles": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": [ "buyer" ] } ], "details": { "url": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "http://www.anchor.org.uk/" } ], "classifications": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": [ { "scheme": "UK_CA_TYPE", "id": "publicAuthoritySubCentralGovernment", "description": "Public authority - sub-central government" } ] } ] } } ], "buyer": { "id": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "GB-MPR-7843" } ], "name": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "Anchor Hanover Group" } ] }, "tender": { "id": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "Project 00400" }, { "releaseID": "093939-2026", "releaseDate": "2026-10-05T15:35:09+01:00", "releaseTag": [ "planning" ], "value": "Project-00400" } ], "legalBasis": { "id": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "2023/54" } ], "scheme": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "UKPGA" } ], "uri": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "https://www.legislation.gov.uk/ukpga/2023/54/contents" } ] }, "title": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "Enquiry & Customer Management" }, { "releaseID": "093939-2026", "releaseDate": "2026-10-05T15:35:09+01:00", "releaseTag": [ "planning" ], "value": "Enquires & Customer Management" } ], "description": [ { "releaseID": "093776-2026", "releaseDate": "2026-10-05T12:33:20+01:00", "releaseTag": [ "planning" ], "value": "Anchor Hanover Group is England’s largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations.\nThe required services will be managing enquiries, admissions and occupancy from initial contact to accepted admission. This will be through dedicated enquiries and admissions products, CRM-led approaches, broader care technology platforms or integrated partner models." }, { "releaseID": "093939-2026", "releaseDate": "2026-10-05T15:35:09+01:00", "releaseTag": [ "planning" ], "value": "Anchor Hanover Group is England’s largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations.\nPurpose of this notice\nAnchor Hanover Group is undertaking preliminary market engagement to understand supplier capability and market approaches for enquiries, admissions, occupancy and relationship management across its care home business. This notice is intended to alert the market that engagement is taking place, describe the opportunity at a high level and invite relevant suppliers to participate.\nThis notice forms part of a wider care technology pre-market engagement exercise that also includes nurse call and incident management. Anchor is considering these areas together to understand the market landscape, potential integration points and future delivery options across its care technology roadmap.\nThis activity enables market research to help Anchor define requirements, build the business case and design the target state architecture, by determining the extent to which enquiry management, CRM and customer financial management and/or workforce management is a specialist application that integrates to other systems or could be consolidated into a core care platform . It does not start a procurement process, does not commit Anchor to any future competition and supplier responses will not be scored or used to select or exclude suppliers.\nProblem and opportunity\nAnchor wants to improve the experience of prospective residents, relatives, representatives and colleagues from first enquiry through to accepted admission. The opportunity is to strengthen enquiry capture, qualification, marketing campaign attribution, home matching, assessment coordination, admissions progression, occupancy visibility and relationship management across a multi-site care home environment.\nAnchor is seeking to reduce avoidable duplication, improve pipeline and conversion insight, support more consistent ways of working, increase occupancy and ensure that accepted admissions can transition effectively into downstream care, finance and reporting processes.\nLikely scope and areas of interest .\nThe likely scope includes the capabilities needed to manage enquiries, admissions and occupancy from initial contact to accepted admission. Anchor is interested in understanding whether the market can meet this need through dedicated enquiries and admissions products, CRM-led approaches, broader care technology platforms or integrated partner models.\nAnchor currently expects some care technology systems to be retained in the immediate future, including its care planning platform. Suppliers should therefore explain, at a high level, how their proposed approach would integrate with retained and future systems without creating unnecessary duplicate records or unclear ownership of care, resident, finance or reporting data.\nAnchor may also need to consider a future customer financial planning capability alongside the shorter-term priority for enquiries management. Suppliers should explain whether their approach could support or integrate with future processes for indicative fees, funding arrangements, payer information, financial planning and handover into customer finance, without extending the immediate engagement into a detailed finance specification at this stage.\nAnchor's target state architecture will also review workforce management and consider potential solutions to support rostering and time and attendance capabilities. Whilst not an immediate priority suppliers responding to this notice are welcome to highlight if this is included in their wider offer and the degree to which Anchor could consolidate applications into a core administrative platform.\nHeadline capability domains\n1.\tEnquiry capture and qualification: consistent capture of enquiries across relevant channels, with appropriate qualification, prioritization, campaign attribution and source tracking.\n2.\tProspect, contact and relationship management: a clear view of prospective residents, representatives, relatives, referrers and other contacts involved in the decision-making journey.\n3.\tHome matching, availability and occupancy: support for matching prospective residents to suitable homes and services, understanding availability and managing occupancy opportunities.\n4.\tJourney, workflow and pipeline management: clear stages, ownership, actions, service levels, escalation and visibility from initial enquiry to admission or closure.\n5.\tAssessment, decision and admissions coordination: support for pre-admission assessment, suitability decisions, approvals, room reservation and controlled progression to admission.\n6.\tCommunications and digital engagement: timely, accessible and appropriately branded communication with prospective residents, relatives, representatives and referrers, including digital and assisted-digital options.\n7.\tFees, funding and financial handover: capture and handover of indicative fees, funding arrangements, payer details and related information needed for downstream finance processes.\n8.\tIntegration, reporting and insight: interoperability with retained and future systems, data quality, reporting, conversion insight, performance management and enterprise-level visibility.\n9.\tAI, innovation and advanced insight: capability to leverage AI, advanced analytics and emerging technologies through the solution itself or via partner ecosystems, enabling continuous innovation, 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