Contract award notice
Results of the procurement procedure
Section I: Contracting
entity
I.1) Name and addresses
Housing 21
Tricorn House, Edgbaston
Birmingham
B168TP
UK
Telephone: +44 3007901198
E-mail: procurementteam@housing21.org.uk
NUTS: UK
Internet address(es)
Main address: www.housing21.co.uk
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
Housing 21 - Call Monitoring
II.1.2) Main CPV code
79512000
II.1.3) Type of contract
Services
II.1.4) Short description
Housing 21 awarded a contractor to provide a Call Monitoring service via a Restricted Tender process. In addition Housing 21 may also want to include an out of hours responsive repairs handling service to be included. This contract is for a period of 5 years with an option 2 years + 2 years + 1 year.
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Value excluding VAT:
14 000 000.00
GBP
II.2) Description
II.2.3) Place of performance
NUTS code:
UKG
UKF
UKH
UKK
UKJ
UKC
UKD
Main site or place of performance:
WEST MIDLANDS (ENGLAND),EAST MIDLANDS (ENGLAND),EAST OF ENGLAND,SOUTH WEST (ENGLAND),SOUTH EAST (ENGLAND),NORTH EAST (ENGLAND),NORTH WEST (ENGLAND)
II.2.4) Description of the procurement
A restricted tender process was carried out and went live in November 2024.
II.2.5) Award criteria
Quality criterion: Quality
/ Weighting: 70
Cost criterion: 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
Restricted 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:
2024/S 000-036805
Section V: Award of contract
Contract No: 1
Title: Call Monitoring
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
31/10/2025
V.2.2) Information about tenders
Number of tenders received: 3
The contract has been awarded to a group of economic operators:
No
V.2.3) Name and address of the contractor
Appello Careline Limited
03229746
Oregon House, 19 Queensway, New Milton
Hampshire
BH25 5NN
UK
NUTS: UK
The contractor is an SME:
No
V.2.4) Information on value of the contract/lot (excluding VAT)
Total value of the contract/lot:
: 14 000 000.00
GBP
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.3) Additional information
GO Reference: GO-202669-PRO-36806326
VI.4) Procedures for review
VI.4.1) Review body
Housing 21
Birmingham
B168TP
UK
VI.5) Date of dispatch of this notice
09/06/2026