Out of Hours Service

Tender description

The Royal Borough of Kensington and Chelsea (the Client) invites tenders for providing Out of Hours Services for the local authority’s housing management service. The Client provides its service during normal working hours and is seeking a provider for a limited set of its services outside of normal working hours to keep the residents safe, and as far as possible, comfortably housed until the Council service resumes. The services will be limited to taking calls from residents and either referring the work to an existing service provider/contractor, to the local authority, offering advice or taking no action other than to record the call. We need to create a positive impression and provide superior levels of customer service that meet the needs and expectations of our residents. The service has to balance the needs of individual residents with the requirements of the wider neighbourhood for the common good. The expectation is the service will be provided by industry qualified individuals with exceptional customer care skills, loyalty and integrity, who are prepared to support the residents and the Housing Management Service to deliver the best service to their community.