Call Centre Services Manchester

Call Centre Services Manchester

Call centre services providing call handling mainly out of hours.

United Kingdom-Manchester: Call centre

2016/S 112-198973

Contract notice


Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

Irwell Valley Housing Association
Paragon House, 48 Seymour Grove
M16 0LN
United Kingdom
Contact person: Michelle Cunningham
Telephone: +44 1616101000
Fax: +44 1618770660
NUTS code: UKD3

Internet address(es):

Main address: of the buyer profile:

I.2)Joint procurement


The procurement documents are available for unrestricted and full direct access, free of charge, at:
Additional information can be obtained from the abovementioned address
Tenders or requests to participate must be submitted electronically via:

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


Call Centre Services.

II.1.2)Main CPV code


II.1.3)Type of contract


II.1.4)Short description:

Call centre services providing call handling mainly out of hours.

II.1.5)Estimated total value

Value excluding VAT: 205 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2.2)Additional CPV code(s)


II.2.3)Place of performance

NUTS code: UKD3

II.2.4)Description of the procurement:

The supplier is to provide an out of hours telephone call handling service to IVHA customers wishing to report an emergency repair. The contract will be for 3+2 years.

II.2.5)Award criteria

Criteria below
Quality criterion – Name: Quality / Weighting: 60
Price – Weighting: 40

II.2.6)Estimated value

Value excluding VAT: 205 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 36
This contract is subject to renewal: yes
Description of renewals:

2 year optional extension including in the estimated contract value.

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: no
II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no
II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation
III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents
III.1.5)Information about reserved contracts
III.2)Conditions related to the contract
III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

As per the procurement documents.

III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure


IV.1.1)Type of procedure

Open procedure
IV.1.3)Information about a framework agreement or a dynamic purchasing system
IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue
IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes
IV.2)Administrative information
IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 15/07/2016
Local time: 12:00
IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:


IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 5 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 15/07/2016
Local time: 14:00

Paragon House BDT Room.

Information about authorised persons and opening procedure:

Board member and Executive director will be present at the opening.

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no
VI.2)Information about electronic workflows

VI.3)Additional information:

Note: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

(MT Ref: 177609).

VI.4)Procedures for review

VI.4.1)Review body

Irwell Valley Housing Association
Paragon House, 48 Seymour Grove
M16 0LN
United Kingdom
Telephone: +44 1616101000
Fax: +44 1618770660Internet address:
VI.4.2)Body responsible for mediation procedures
VI.4.3)Review procedure
VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:



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