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PROCUREMENT OPPORTUNITY

PRO004931-Services-Contract-Contact Centre Resources

UNITED UTILITIES WATER LIMITED · Tender notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 07:37.

Opportunity overview

The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: • Staffing and training model • Technology stack (IT and telephony setup) • Governance and reporting structure • Quality assurance approach • Supplier readiness for mobilisation ahead of January billing peak

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

CONCENTRIX TSC UK LTD

Matched by number
Published award value
£6.6m
Awarded
20 Nov 2025
Award ID
1
Status
pending
Identifier
GB-COH SC146564
Location
Larbert, UKM76, FK5 4RX, United Kingdom

Classification

  • CPV79510000 — Telephone-answering services

Lots

  • Lot 1£6.6m · Including VAT

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
ocds-h6vhtk-05866e
Status
complete
Above Threshold
Yes
Procurement Method
selective
Main Procurement Category
services
Procurement Method Details
Competitive flexible procedure

Procedure

Features
Participation stage assessment will identify those shortlisted to Tendering Stage. The Tendering Stage may include timescales for negotiation and clarifications, bidder presentations and meetings, and best and final offer. Please refer to the tender timetable for further information.

Legal basis

Id
2023/54
Scheme
UKPGA

Techniques

Has Framework Agreement
Yes

Framework Agreement

Type
closed
Method
withoutReopeningCompetition
Description
Please refer to the tender document pack made available on the Maistro platform. https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a
Maximum Participants
1

Expected award period

Ends
4 Nov 2025, 23:59

Tender Period

Ends
8 Sept 2025, 23:59

Special regime

utilities

Submission terms

Electronic Submission Policy
allowed

Languages

en

Lots and requirements

Entry 1
Id
1
Status
complete

Value

Currency
GBP
Including VAT
6,600,000

Suitability

Sme
Yes

Award criteria

Criteria

Criterion 1
Name
Commercial
Type
price

Numbers

Entry 1
Number
40
Weight
percentageExact
Criterion 2
Name
Technical
Type
quality

Numbers

Entry 1
Number
60
Weight
percentageExact

Contract period

Ends
16 Nov 2028, 23:59
Starts
17 Nov 2025, 00:00

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKD
Country
GB
Country Name
United Kingdom
Entry 2
Region
UKD
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
79510000
Scheme
CPV
Description
Telephone-answering services

Published documents

Entry 1
Id
conflictOfInterest
Description
Not published
Document Type
conflictOfInterest
Entry 2
Id
L-1
Document Type
biddingDocuments
Entry 3
Id
048140-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
12 Aug 2025, 15:55

Buyer, suppliers and contacts

Organisation 1
Id
GB-COH-02366678
Name
UNITED UTILITIES WATER LIMITED

Roles

buyer

Address

Region
UKD61
Country
GB
Locality
Great Sankey
Postal Code
WA5 3LP
Country Name
United Kingdom
Street Address
Haweswater House, Lingley Green Avenue

Details

Classifications

Entry 1
Id
privateUtility
Scheme
UK_CA_TYPE
Description
Private utility

Identifier

Id
02366678
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PVVB-5589-BWHX
Scheme
GB-PPON
Organisation 2
Id
GB-COH-12968507
Name
THE KNOWLEDGE GROUP SERVICES LIMITED
Role Details
Procurement and advisory partner

Roles

procuringEntity

Address

Region
UKG22
Country
GB
Locality
Shrewsbury
Postal Code
SY2 6LG
Country Name
United Kingdom
Street Address
Rowan House North 1 The Professional Quarter

Identifier

Id
12968507
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PXGQ-7837-WNBZ
Scheme
GB-PPON
Organisation 3
Id
GB-COH-SC146564
Name
CONCENTRIX TSC UK LTD

Roles

supplier

Address

Region
UKM76
Country
GB
Locality
Larbert
Postal Code
FK5 4RX
Country Name
United Kingdom
Street Address
1 Central Park Avenue,

Details

Vcse
No
Scale
large
Sheltered Workshop
No
Public Service Mission Organization
No

Identifier

Id
SC146564
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PZYZ-1215-CQVR
Scheme
GB-PPON

Award information

Award 1
Id
1
Date
20 Nov 2025, 00:00
Status
pending
Has Renewal
Yes
Above Threshold
Yes
Main Procurement Category
services
Assessment Summaries Date Sent
21 Nov 2025, 00:00

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKD
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
79510000
Scheme
CPV
Description
Telephone-answering services

Value

Currency
GBP
Including VAT
6,600,000

Renewal

Description
Optional and discretionary extension provision is included within the contract. Service may be extended up to 2 years, with a maximum contract term of 3 years (1+1+1).

Documents

Entry 1
Id
076056-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
21 Nov 2025, 13:56

Suppliers

Supplier 1
Id
GB-COH-SC146564
Name
CONCENTRIX TSC UK LTD

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
8 Dec 2025, 23:59

Related lots

1

Contract period

Ends
7 Dec 2026, 23:59
Starts
8 Dec 2025, 00:00
Max Extent Date
7 Dec 2028, 23:59

Standstill Period

Ends
3 Dec 2025, 23:59

Recorded locations

  • Buyer location · Great Sankey · UKD61 · WA5 3LP · United Kingdom
  • Delivery location · UKD · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-05866e-2025-11-21T13:56:26ZTender notice on Find a Tender ·