UK

Prior information notice

Information

Published

Expire date: 17/05/2024

External Reference: 2024-525343

FTS Reference: 2024-012397

Prior information notice

Prior information notice

Services

This notice is for prior information only

Section I: Contracting authority

I.1)

Name and addresses

Plymouth Community Homes
IP030637
Plumer House Tailyour Road
Plymouth
PL6 5DH
UK
Contact person: Procurement
Telephone: +44 1752388145
E-mail: ProcurementMailbox@plymouthcommunityhomes.co.uk
NUTS code:  UKK41 -  Plymouth
Internet address(es):
Main address: https://www.plymouthcommunityhomes.co.uk/
Address of the buyer profile: https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/149347

I.3)

Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at:  
https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=80657&B=PCH
Additional information can be obtained from
the abovementioned address:  
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

OOH Repairs Service & Anti Social Behaviour
Reference number:  LR/OOHService/024
II.1.2)

Main CPV code

79512000  -  Call centre
II.1.3)

Type of contract

Services
II.1.4)

Short description

PCH Contact Centre provides a sensitive, efficient and cost effective service, receiving and processing enquires including the following distinct service areas:
i. Repairs
ii. Antisocial Behaviour
The service is made available to PCH customers city- wide, 24 hours a day, 7-days a week, 365 days per year. This wrap around service is designed to respond to emergency situations that may arise at any time day or night.
PCH Housing’s Contact Centre is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the normal Contact Centre opening hours.
II.1.6)

Information about lots

This contract is divided into lots: no
II.2)

Description

II.2.2)

Additional CPV code(s)

79512000  -  Call centre
II.2.3)

Place of performance

NUTS code:  UKK41 -  Plymouth
Main site or place of performance:  
Plymouth
II.2.4)

Description of the procurement

PCH Contact Centre provides a sensitive, efficient and cost effective service, receiving and processing enquires including the following distinct service areas:
i. Repairs
ii. Antisocial Behaviour
The service is made available to PCH customers city- wide, 24 hours a day, 7-days a week, 365 days per year. This wrap around service is designed to respond to emergency situations that may arise at any time day or night.
PCH Housing’s Contact Centre is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the normal Contact Centre opening hours.
The Out of Hours Call Handling Service is to be operational between the hours of 19:59 & 07:01am (Monday to Friday) and between 19:59pm on Fridays through to 07:01am the following Monday morning. The service is further extended to cover all statutory holidays.
This shall include, as well as the out of hours operational requirements, an additional hours of cover for the following exceptional circumstances that may arise:
1. early handover of calls to the Out of Hour’s service on Christmas Eve and New Year’s Eve (from 12 noon or a time agreed);
2. closure of PCH Contact Centre for staff team briefing sessions (Potentially up to 2 working days a year);
3. closure of PCH Contact Centre for annual staff conference day (1 day);
4. Provide emergency cover in the event of IT failures, Sickness, adverse weather and office closures. To be mobilised within one hour.
If you have an interest is providing this service, please register your interest at: ProcurementMailbox@plymouthcommunityhomes.co.uk
II.3)

Estimated date of publication of contract notice:

01/10/2024

Section IV: Procedure

IV.1)

Description

IV.1.8)

Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement : no
IV.2)

Administrative information

Section VI: Complementary information