Out of Hours Call Response Service

The City of London Corporation's Housing Service manages 2,900 homes across twelve estates in London, located in the Square Mile and six surrounding Boroughs.

We are seeking a supplier to provide call centre cover on the out of hours telephone number we use for urgent estate management issues, other than repairs, which residents can use to contact us when our offices are closed. This operates from 16:00 to 08:00 on weekdays, all weekend and on public holidays.

We have a Duty Officer rota in place during these hours. The Duty Officer will offer advice and, if the issue is urgent and requires a presence, will attend site. The service provider will act as a triage service and will contact the Duty Officer if required.

Repairs are dealt with separately and will not form part of this contract, however the provider will be required to pass repairs calls onto the correct number.

The duration of the contract is 3 years, subject to the right of the City (at its sole discretion) to exercise its right to extend the Contract by up to 1 year. The maximum length of the contract is therefore 4 years. We expect the annual cost of this service not to exceed £10,000. The total contract price, including optional extension, is £40,000.