Out of Hours Phone Service

Tender description

Provision of an Out-of-Hours telephone answering and call handling service for Housing Solutions, delivering a responsive first point of contact for residents outside normal business hours. the service includes the receipt, assessment and escalation of emergency repairs, tenancy related matters and other urgent enquiries, ensuring continuity of service and appropriate response to residents need 24 hours a day, 365 days a year. Lot 1: Housing Solutions awarded a contract for the provision of an Out of Hours Telephone service through a direct award under the Fusion21 Reactive Repairs and Empty Buildings Framework, Lot 5b. The service provides residents with access to a dedicated out-of-hours contact centre for the reporting and management of emergency repairs, urgent housing related issues, and other critical incidents outside normal business hours. The contract was awarded to Davies Group Limited in accordance with the terms of the framework. The service is designed to ensure continuity of customer support, effective call handling, triage, escalation and cordination of emergency responses, helping to maintain resident safety and service delivery standards outside standard operating hours. The contract is estimated to be up to GBP75,000 and has a fixed term of 2 years with no option to extend.