Out of Hours Telephone Services Leicester

Out of Hours Telephone Services Leicester

Leicester City Council currently owns and manages approximately 22.000 dwellings within the City of Leicester. The City Council has a responsibility for ensuring that the dwellings are maintained to a decent standard.

REFERENCE OHTS2012
Awarding body Leicester City Council

Est. Start Date: 11/02/2013
Est. End Date: 10/02/2015

Description

Leicester City Council currently owns and manages approximately 22.000 dwellings within the City of Leicester. The City Council has a responsibility for ensuring that the dwellings are maintained to a decent standard.

The City Council provides a Housing Day to Day Repairs service to its tenants and leaseholders. It is also required to provide telephone access to an Emergency Housing Repairs service.

The City Council has an Emergency Repair Service to deal with very urgent repairs outside normal working hours.

Emergency repairs include:

• Dangerous electrical faults.

• Fire damage.

• Heating failures involving elderly or sick people.

• Major plumbing faults (resulting in large scale loss of water).

The emergency service only deals with very urgent work, not jobs that can safely be left until normal working hours. The teams usually ‘make safe’ or do temporary repairs. Permanent repairs are left for normal working hours.

The City Council is now keen to look for an organisation that can provide our tenants and leaseholders with a customer focussed out of hours telephony service that tenants and leaseholders will have be satisfied with and meets the needs of the business. It is anticipated that the supplier will be required to operate during the following hours;

Monday to Friday 6pm to 8am
Saturday 1pm through to Monday 8am

The service will also include Bank Holidays.

Call Volumes are anticipated to be in the region of 30,000 per annum.

The provider will be anticipated to effectively manage fluctuating demands to the service be able to encompass and use LCC IT technology to record and communicate emergency repairs to on call Craft operatives.

The duration of this contract is for 2 years.

Please complete the tender documentation (link to the document is below) and return to procurementquotations@leicester.gov.uk in order to be considered for this work.

This should be returned by 9.00am on 03/12/12 at the very latest.

Organisations are asked to regularly check this opportunity on Source Leicestershire for any updates. Any advertised opportunity might be updated or removed at short notice due to unforeseen circumstances.

Applicants should note that due to the technicality of the software package being used to create this advert, this Opportunity will become “invisible” at midnight, 02/12/12. Applicants are therefore requested to save all documentation relating to this Opportunity locally.
 

Associated Documents

These documents are for information only. Please follow instructions for registration and receipt of full tender/quotation documentation.

 

Additional information

Contract Type One off
Procurement Process Open Tender
Estimated ValueText Description
Category Call Systems, Facilities & Management Services, Housing Management, Maintenance & Support, Property Management, Outsourced Service,
CPV codes
Suitable for SME YES

Document Available Until

3 December 2012

25 days

Submission Return By

3 December 2012

25 days

Contact Details

Leicester City Council
Melody Mapfumo (MCIPS), Tel No: 0116 252 7118
New Walk Centre,
Welford Place,
Leicester LE1 6ZG

This contract is being managed by Leicester City Council . To request documentation contact melody.mapfumo@leicester.gov.uk