Summary
- OCID:
- ocds-h6vhtk-0524f0
- Published by:
- Legal Aid Agency
- Authority ID:
- AA42947
- Publication date:
- 16 July 2026
- Deadline date:
- 29 April 2026
- Notice type:
- UK2
- Has documents:
- No
- Has SPD:
- No
- Has Carbon Reduction Plan:
- N/A
Abstract
The Legal Aid Agency (“LAA”) is inviting Tenders from Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) for contracts to deliver the LAA Contact Centre Services which comprise the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS).The DSCC service manages the logging, identification and deployment of defence solicitors to provide free legal advice to clients detained in police custody in England and Wales.The CLAOS is a call centre service that assesses whether a client's legal issue is in scope of legal aid and whether they are financially eligible. If they are eligible, it refers the client to specialist advice provided through legal aid or, if not, directs clients to alternative sources of help and assistance.
Full notice text
Changes to notice
Description
The LAA has updated this notice to reflect the following:
Change in contract start date -17 September 2026
This notice has been amended accordingly.
Scope
Procurement reference
LAA - DSCC/CLAOS 2027
Procurement description
The Legal Aid Agency (“LAA”) is inviting Tenders from Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) for contracts to deliver the LAA Contact Centre Services which comprise the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS).
The DSCC service manages the logging, identification and deployment of defence solicitors to provide free legal advice to clients detained in police custody in England and Wales.
The CLAOS is a call centre service that assesses whether a client's legal issue is in scope of legal aid and whether they are financially eligible. If they are eligible, it refers the client to specialist advice provided through legal aid or, if not, directs clients to alternative sources of help and assistance.
Delivery regions
- UKC - North East (England)
- UKD - North West (England)
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKJ - South East (England)
- UKK - South West (England)
- UKL - Wales
Total value (estimated)
24400000 GBP Excluding VAT
29280000 GBP Including VAT
Contract dates (estimated)
01 November 2027, 00:00AM to 31 October 2030, 23:59PM
Extension end date (if all the extensions are used): 31 October 2031
Procedure
Is the total value above threshold?
Above threshold
Lots
Divided into 1 lots
Lot number: 1 CPV classifications
- 79100000 - Legal services
- 79342300 - Customer services
- 79512000 - Call centre
Delivery regions
- UKC - North East (England)
- UKD - North West (England)
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKJ - South East (England)
- UKK - South West (England)
- UKL - Wales
Sustainability
Small and medium-sized enterprises (SME)
Voluntary, community and social enterprises (VCSE)
Contract start date (estimated)
01 November 2027, 00:00AM
Contract end date (estimated)
31 October 2030, 23:59PM
Extension end date (estimated)
31 October 2031, 23:59PM
Can the contract be extended?
Yes
Engagement
Engagement process description
Market Engagement to be held on 15/04/2026 and will be open only for suppliers on Lot 1 (Citizen Experience) of Outsourced Services Framework (RM6295) only.
Due date
28 April 2026, 23:59PM
Has the engagement period already ended?
No
Submission
Publication date of tender notice (estimated)
17 September 2026
Coding
Commodity categories
| ID |
Title
|
Parent category
|
| 79512000 |
Call centre |
Telephone-answering services |
| 79342300 |
Customer services |
Marketing services |
| 79100000 |
Legal services |
Business services: law, marketing, consulting, recruitment, printing and security |
Delivery locations
| ID |
Description
|
| 100 |
UK - All |
Alert region restrictions
The buyer has restricted the alert for this notice to suppliers based in the following regions.
| ID |
Description
|
|
There are no alert restrictions for this notice.
|
About the buyer
- Main contact:
- N/a
- Admin contact:
- N/a
- Technical contact:
- N/a
- Other contact:
- N/a
Further information
|
Date
|
Details
|
|
No further information has been uploaded.
|