Telephone-answering Services Tenders & Contracts

Oldham Council require a Provider to operate a Statutory Out of Hours Homelessness Service for our residents The support currently provided by the Council covers 'normal working' hours however access to appropriate support and advice is required 24 hours, 7 days a week, 365 days a year. The out of hours service is a telephone-based service, where residents who need emergency help and support with regards to homelessness outside of usual office hours (Mon - Fri 9am - 5pm) can telephone the dedicated number. The out of hours service operates from 5pm to 9am Monday - Thursday and from 5pm Friday - 9am Monday. Please note the service operates 24 hours through Saturday and Sunday and bank holidays. This totals 128 hours per week not including bank holidays, the number of bank holiday hours totals 192 per annum. The Provider is required to 'triage' the telephone calls to determine if the household(s) are homeless that evening or not. If the household(s) is not homeless that evening, details of the household should be taken and referred back through to the Homelessness Team to make contact the next working day. If the household(s) is homeless that night then the Provider will be expected to undertake a mini assessment to establish if the household(s) are eligible for assistance, homeless that evening and there is reason to believe they have a priority need. If the household(s) meet the threshold prescribed by the Council, then the telephone operator must secure temporary accommodation for that household using the Council's temporary accommodation framework. It is then the Provider's responsibility to place the household into the accommodation. The Provider must then notify the Council of the placement and the Council's Homelessness team will pick up the case for full assessment the next working day. All calls must be handled in a professional and courteous manner ensuring all enquiries are dealt with in an efficient manner. The Provider will be expected to keep up to date records of any customer contact using the Council's systems, training of which will be provided. At the end of every shift the Provider will be required to complete a detailed handover document, the format of which will be agreed prior to the commencement of the contract. Staff are required to have knowledge and experience in the sphere of homelessness and in particular temporary accommodation and housing needs. Staff are also required to effectively signpost residents to relevant organisations to support in the wrap around care package. It is desirable but not essential that staff undergo and hold up to date DBS checks. The Provider will be expected to attend monthly monitoring meetings with the Council along with reports, the format of which will be agreed prior to the commencement of the contract. Any complaints would be handled by the Council using the Council's complaints procedure. The Provider is required to notify the Council of any complaint and provide customer details

Oldham Council require a Provider to operate a Statutory Out of Hours Homelessness Service for our residents The support currently provided by the Council covers 'normal working' hours however access to appropriate support and advice is required 24 hours, 7 days a week, 365 days a year. The out of hours service is a telephone-based service, where residents who need emergency help and support with regards to homelessness outside of usual office hours (Mon — Fri 9am — 5pm) can telephone the dedicated number. The out of hours service operates from 5pm to 9am Monday — Thursday and from 5pm Friday — 9am Monday. Please note the service operates 24 hours through Saturday and Sunday and bank holidays. This totals 128 hours per week not including bank holidays, the number of bank holiday hours totals 192 per annum. The Provider is required to 'triage' the telephone calls to determine if the household(s) are homeless that evening or not. If the household(s) is not homeless that evening, details of the household should be taken and referred back through to the Homelessness Team to make contact the next working day. If the household(s) is homeless that night then the Provider will be expected to undertake a mini assessment to establish if the household(s) are eligible for assistance, homeless that evening and there is reason to believe they have a priority need. If the household(s) meet the threshold prescribed by the Council, then the telephone operator must secure temporary accommodation for that household using the Council's temporary accommodation framework. It is then the Provider's responsibility to place the household into the accommodation. The Provider must then notify the Council of the placement and the Council's Homelessness team will pick up the case for full assessment the next working day. All calls must be handled in a professional and courteous manner ensuring all enquiries are dealt with in an efficient manner. The Provider will be expected to keep up to date records of any customer contact using the Council's systems, training of which will be provided. At the end of every shift the Provider will be required to complete a detailed handover document, the format of which will be agreed prior to the commencement of the contract. Staff are required to have knowledge and experience in the sphere of homelessness and in particular temporary accommodation and housing needs. Staff are also required to effectively signpost residents to relevant organisations to support in the wrap around care package. It is desirable but not essential that staff undergo and hold up to date DBS checks. The Provider will be expected to attend monthly monitoring meetings with the Council along with reports, the format of which will be agreed prior to the commencement of the contract. Any complaints would be handled by the Council using the Council's complaints procedure. The Provider is required to notify the Council of any complaint and provide customer details

Newcastle City Council (NCC) currently provides the monitoring element of NCC's Telecare Service (Ostara), in addition to a range of telephony services, which operate in-house. We would like to explore the options of procuring an Alarm Receiving Centre (ARC) to monitor our telecare alarms 24/7, and our out of hours telephony. We wish to explore opportunities within the market that will help shape and develop our current service, as part of the commissioning and procurement process, the Council is undertaking preliminary market engagement to explore the availability, capability and interest of providers in delivering the proposed services. This engagement is intended to inform the Council's procurement approach, understand current market capability, capacity, identify opportunities for innovation, and ensure that the future service specification reflects current best practice and emerging technologies. We welcome responses from suppliers with relevant experience and expertise. Information gathered through this process will help shape the Council's future requirements and service design. Suppliers are invited to review the documents via our Open e-tendering platform. Link: https://www.open-uk.org/ If suppliers wish to secure a slot, please request via the correspondence/ message option via the portal. Project: # OPEN20262057 Reference: 009509 - Telecare Monitoring and Out of Hours Telephony Provision Project Budget information and contract length is yet to be established in line with market engagement findings.

Metropolitan Housing Trust Ltd (MHT) is conducting a Soft Market Engagement (SME) exercise to obtain supplier feedback on the future provision of an Out of Hours Call Handling Service. This engagement will help inform the service specification, commercial approach and procurement strategy. This is not a call for competition and no contract will be awarded as a result of this exercise. Suppliers are invited to review the attached documents and submit a response by 17 September 2026 For more information about this opportunity, please visit the eSourcing portal at: https://www.delta-esourcing.com/tenders/UK-UK-London:-Call-centre./392485989N To respond to this opportunity, please click here: https://www.delta-esourcing.com/respond/392485989N