Out of Hours Emergency Call Handling Services for Cheltenham Borough Homes and Cheltenham Borough Council - AWARD

Tender description

CBH require an Out of Hours (OOH) emergency call handling service for its tenants and leaseholders in their properties and communal areas and surrounding land. The OOH's emergency telephone number (0800 408 0000) provides a source of contact for all tenants, leaseholders and others who require assistance or advice OOH in the following areas o Repairs and housing management call handling o Anti-Social Behaviour (ASB) call handling o Business Continuity for telephone services. The service operates between 17.00 hours and 08.00 hours Monday to Friday and 24 hours during public holidays and weekends. CBH close their offices on Christmas Eve (if Christmas Eve falls on a weekend this will be the last working day) and re-open the first working day after recognised Christmas bank holiday period. Offices are closed for New Year's Eve and New Year's Day. CBC require an Out of Hours (OOH) emergency call handling service for the council's parks, gardens and buildings, as defined at Section 5 in the specification This service is provided through a dedicated telephone number as follows, 01242 264102. The service operates when the CBC phone lines are closed: 5pm to 9am Monday to Friday, 24 hours Saturday, Sunday and all public holidays. Also 24 hours in the event of CBC closing over the Christmas and New Year period. Contract term is 3 years with an option to offer a 1 year extension and will commence on the 1st April 2023.