Conversion Practices Victim Support Service

The Authority is seeking to engage with the market regarding the upcoming procurement of a national Conversion Practices Victim Support Service. This service provides critical remote support to individuals who have gone through, are going through, or are at risk of conversion practices.

The requirement comprises two primary components:

Helpline Service: The operation of a bespoke helpline, or integration of comprehensive support into an existing vulnerable-person helpline. Service must operate a minimum of Monday to Friday, 9am to 5pm, via telephone & live web-chat/email.

Website Management: Transfer, maintenance & expansion of existing information website, which serves as a public repository for legal protections, resources & signposting.

A draft copy of the requirements are attached to this notice.

Additional information: 3. Key Procurement Parameters & Constraints

Contract Duration: 24 Months (with a formal performance review at the 12-month mark).

Estimated Financial Value: Strict maximum budget of £80,000 per annum (Inclusive of VAT), totaling £160,000 over the 24-month term. Bids exceeding £80,000 in either year will not be considered.

Anticipated Call Volumes: 300 to 2,000 calls per year (call rates are expected to vary and will likely spike at times when conversion practices are receiving media attention).

4. The Transition & Timeline Scenario

The Authority is operating under strict budgetary constraints & has no budget available for dual-running contract costs. Contract start date is currently 1 October 2026 (but may be subject to shifting timelines). Regardless of the exact calendar date the transition will be structured as follows:

The Final 4-6 Weeks of the Current Contract: The outgoing supplier will utilise this time to execute their exit plan, compiling all necessary data, scripts, website hosting configurations & asset packages.

Contract Day 1 (New Contract Start Date): Compiled handover package will be passed to winning bidder on this day.

Day 1 Go-Live: Incoming supplier is expected to be fully operational, answering live helpline calls & managing the website immediately from Contract Day 1.

5. Market Engagement & Expression of Interest (EoI) Questions

Authority invites interested suppliers to review this information & submit responses to the following questions:

Question 1: Primary Requirements

Please confirm you are able to fulfil our two primary requirements; Helpline Service & Website Management? (Yes/No)

Question 2: Expression of Interest

Are you interested in bidding for this requirement when formal contract notice is published? (Yes/No)

Question 2: Onboarding Feasibility

The outgoing supplier will spend the last 4 weeks of their contract completing their exit plan to hand over to the new supplier on Contract Day 1. We want to know if this is feasible for your organisation.

Given you will receive handover documentation & asset package on Contract Day 1, is it operationally feasible for your contact centre to handle live helpline calls and manage the website immediately without a mobilisation period? If not, what specific risks does this present to your organisation, and what alternative solutions within the strict £80,000 p.a. budget framework would you propose? How long would you need to become fully operational?

6. How to Respond

Interested suppliers should submit their Expression of Interest and responses to the questions above by July 24th 2026 at 17:00 BST.

Please find link to the Contracts Finder Notice which contains a link to the draft statement of requirements as an attachment.

Please submit your response via email to [email protected] with the subject line: "Preliminary Market Engagement Response - Conversion Practices VSS".