Out of Hours Call Handling (2020)

L&Q is one of the largest providers of affordable housing in the UK, managing over 95,000 homes in London and the south east of England. Although L&Q work with over 100 local authorities, almost 80% of our homes are located in London boroughs. L&Q have the largest development programme of any Registered Provider operating in the London area.

Further information about L&Q Group can be found at www.lqgroup.org.uk

L&Q is seeking a Supplier with an excellent track record of providing a high standard of call handling and associated services relevant to the scope of the specification. The Supplier will delivering the required services to customers in the UK comparative to the size and complexity of L&Q. Managing telephone calls from L&Q's customers (or persons acting on their behalf) outside of L&Q's normal operating hours.

The Supplier shall provide an 'Out of Hours' (OOH) telephone call handling service (Services) for residents of London & Quadrant Housing Trust (L&Q) and other organisations who L&Q take Inbound Calls from on behalf of such as L&Q Energy and L&Q Living who require L&Q offered services such emergency repairs or urgent assistance for situations that have arisen. The Services shall include other methods of contact such as webchat (this is not exhaustive) as proposed by any successful Bidder. In providing the Services the Supplier shall be required to make Outbound Calls also and may also be required to provide an Inbound Calls overflow facility during L&Q's normal operating hours.

TUPE is considered by the incumbent supplier to apply to the ongoing provision of these Services.

Any successful bidder will be expected to contract with L&Q using the form of tender supplied with the procurement documentation (once updated to include the specific details of the successful bid).

Please see the procurement documentation for all information.

Enquiries may be made through the correspondence facility of L&Q's eSourcing portal Intend.

Additional information: Please note all procurement documentation is available for free download to any parties wishing to express an interest. Please visit L&Q's eSourcing Portal (In-Tend) using the following to the front end and registration pages of the portal as applicable:

https://in-tendhost.co.uk/lqgroup/aspx/Home

https://in-tendhost.co.uk/lqgroup/aspx/Registration

Is a Recurrent Procurement Type? : No