Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
London and Quadrant Housing Trust
30441R
29-35 West Ham Lane
London
E15 4PH
UK
Contact person: Danny Carragher
Telephone: +44 3004569998
E-mail: dcarragher@lqgroup.org.uk
NUTS: UK
Internet address(es)
Main address: http://www.lqgroup.org.uk
Address of the buyer profile: https://in-tendhost.co.uk/lqgroup
I.4) Type of the contracting authority
Body governed by public law
I.5) Main activity
Housing and community amenities
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Out of Hours Call Handling Services (2020)
Reference number: CUS00208
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation.
Please see section 2.4 or the procurement documentation for more details.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
1 760 000.00
GBP
II.2) Description
II.2.2) Additional CPV code(s)
79510000
79342300
II.2.3) Place of performance
NUTS code:
UK
II.2.4) Description of the procurement
L and Q Housing Trust require a service provider to deliver an out of hours customer services contact centre offering for all customer residents who require resolution to an emergency situation. In analysing routes to market L and Q has considered a number of potential frameworks and have chosen to conduct this procurement using the OJEU Open procedure. L and Q expect to conduct this procurement between May 2020 and the close of July 2020 with the intention of awarding a contract during August 2020 with mobilisation commencing immediately and go live of the service on 1 November 2020. L and Q envisage letting a 3-year contract with a single service provider with the possibility of 2 single year extensions. L and Q envisages a steady increase of per annum out of hours contacts with customer residents that a future service provider is expected to manage on L and Q's behalf. The indicative volumes of incoming out of hours calls are as follows: 65307 (2020) 68572 (2021) 72001 (2022) 75601 (2023) 79381 (2024). TUPE is considered by the incumbent supplier to apply to the ongoing provision of these services. Any successful Bidder will be expected to contract with L&Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful Bid). Please see the procurement documentation for applicable all information. Enquiries may be made through the correspondence facility of L&Q's eSourcing portal (In-Tend).
II.2.5) Award criteria
Quality criterion: Qualitative assessment
/ Weighting: 70 %
Price
/ Weighting:
30 %
II.2.11) Information about options
Options:
No
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Open procedure
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2020/S 095-228347
Section V: Award of contract
Contract No: L&Q_00272
Title: Out of Hours Call Handling Services (2020)
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
13/08/2020
V.2.2) Information about tenders
Number of tenders received: 5
Number of tenders received from SMEs: 2
Number of tenders received from tenderers from EU Member States: 0
Number of tenders received from tenderers from non-EU Member States: 0
Number of tenders received by electronic means: 5
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Allied Health-Services Ltd t/a First Call Business Communications
Stafford
ST18 0FX
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Initial estimated total value of the contract/lot:
Total value of the contract/lot:
: 1 760 000.00
EUR
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Royal Courts of Justice
The Strand
London
WC2 2LL
UK
VI.4.4) Service from which information about the review procedure may be obtained
London and Quadrant Housing Trust
London
E15 4PH
UK
Telephone: +44 3004569998
E-mail: dcarragher@lqgroup.org.uk
Internet address(es)
URL: http://www.lqgroup.org.uk
VI.5) Date of dispatch of this notice
18/08/2020