✓Tender information last checkedLast checked 12 Oct 2026, 17:42.
Opportunity overview
Connexus is undertaking this tender exercise to secure a high quality, reliable and customer focused out of hours emergency repairs call handling service for its customers. The service is required to ensure that customers can access timely support outside of Connexus’ normal working hours, including evenings, weekends, bank holidays and other closure periods.
Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector, capable of managing calls professionally, sensitively and in line with agreed Connexus protocols. The appointed supplier will be expected to accurately assess the nature and urgency of each contact, provide clear advice to customers, record information appropriately, and where required, escalate or dispatch emergency repairs to Connexus’ nominated contractors or internal teams.
For more information about this opportunity, please visit the eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Craven-Arms:-Customer-services./2NG98Y3SAY
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/2NG98Y3SAY
Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.
Stage 1 involves a PSQ and a written tender submission.
Following Stage 1 the top four scoring bidders will be invited to Stage 2 which will involve both a further written tender submission and pricing submission and a clarification meeting.
Covered By
GPA
Submission terms
Electronic Submission Policy
allowed
Languages
en
Tender Period
Ends
6 Nov 2026, 12:00
Enquiry period
Ends
30 Oct 2026, 17:00
Expected award period
Ends
19 Feb 2027, 23:59
Lots and requirements
Entry 1
Id
1
Status
active
Has Renewal
Yes
Value
Including VAT
212,000
Currency
GBP
Award criteria
Criteria
Criterion 1
Type
price
Name
Pricing Submission- Stage 2
Description
Stage 2- Price
Numbers
Entry 1
Number
30
Weight
percentageExact
Criterion 2
Type
quality
Name
Written Submission- Stage 2
Description
Stage 2- Quality
Numbers
Entry 1
Number
70
Weight
percentageExact
Selection criteria
Criteria
Criterion 1
Type
economic
Description
As described in the Invitation to Tender document.
Criterion 2
Type
technical
Description
As described in the Invitation to Tender document.
Suitability
Sme
Yes
Contract period
Starts
1 Apr 2027, 00:00
Ends
31 Mar 2029, 23:59
Max Extent Date
31 Mar 2031, 23:59
Renewal
Description
The contract will run for an initial period of two years with the option to extend for a further two years based on satisfactory annual performance reviews.
1 published notice version reviewed by ProcuraAxis.
1 VERSION
1
096246-2026Tender notice on Find a Tender ·
PROCURAAXIS ANALYSIS
ProcuraAxis Analysis
Our approved analysis of the opportunity appears below the official tender information.
ANALYSIS PREVIEW
Opportunity intelligence at a glance
Connexus Homes Limited is seeking an out-of-hours emergency repairs call-handling service for its customers, covering evenings, weekends, bank holidays and other closure periods. The supplier will assess and record contacts, provide advice, and escalate or dispatch emergency repairs under Connexus protocols.
Who this may suit
Potentially suitable for experienced UK social-housing call-centre providers able to deliver sensitive, reliable emergency repairs triage and contractor/team escalation. Certifications, insurance and other eligibility conditions are not stated in the supplied notice.
Key points identified
Sector experienceProven experience delivering out-of-hours services within the UK social housing sector.Evidence: “Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector”.
Service qualityHigh-quality, reliable and customer-focused out-of-hours emergency repairs call handling.Evidence: “secure a high quality, reliable and customer focused out of hours emergency repairs call handling service”.
Call handlingManage calls professionally, sensitively and in line with agreed Connexus protocols.Evidence: “capable of managing calls professionally, sensitively and in line with agreed Connexus protocols”.
96% approved-analysis confidence7 supplier criteria identified3 risks or unknowns
ProcuraAxis structures information found in published procurement records, checks the result for consistency and publishes only approved analysis. Confidence describes the completeness and consistency of the available source information; it is not a guarantee of eligibility or contract award.
Connexus Homes Limited is seeking an out-of-hours emergency repairs call-handling service for its customers, covering evenings, weekends, bank holidays and other closure periods. The supplier will assess and record contacts, provide advice, and escalate or dispatch emergency repairs under Connexus protocols.
Who this may suit
Potentially suitable for experienced UK social-housing call-centre providers able to deliver sensitive, reliable emergency repairs triage and contractor/team escalation. Certifications, insurance and other eligibility conditions are not stated in the supplied notice.
Key deliverables
Out-of-hours emergency repairs call handling
Assessment of contact nature and urgency
Customer advice and sensitive call management
Accurate call and case recording
Escalation or dispatch to nominated contractors or internal teams
SUPPLIER REQUIREMENTS
7 criteria identified
Sector experience
99% confidence
Proven experience delivering out-of-hours services within the UK social housing sector.
View supporting evidence
“Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector”.
Service quality
98% confidence
High-quality, reliable and customer-focused out-of-hours emergency repairs call handling.
View supporting evidence
“secure a high quality, reliable and customer focused out of hours emergency repairs call handling service”.
Call handling
98% confidence
Manage calls professionally, sensitively and in line with agreed Connexus protocols.
View supporting evidence
“capable of managing calls professionally, sensitively and in line with agreed Connexus protocols”.
Triage and escalation
99% confidence
Assess urgency, provide clear advice, record information, and where required escalate or dispatch emergency repairs.
View supporting evidence
“accurately assess the nature and urgency of each contact, provide clear advice to customers, record information appropriately, and where required, escalate or dispatch emergency repairs”.
Certifications and accreditations
96% confidence
Unknown; none are stated in the supplied notice.
View supporting evidence
No certification or accreditation requirement is specified in the supplied opportunity data.
Insurance requirements
96% confidence
Unknown.
View supporting evidence
No insurance requirement is specified in the supplied opportunity data.
SME/VCSE suitability
99% confidence
Unknown.
View supporting evidence
The suitable_for_sme and suitable_for_vcse fields are null.
COMMERCIAL AND DELIVERY
Contract intelligence
Commercial
Estimated value
96% confidence
Up to £212,000; valuation basis and whether VAT is included are not stated.
View supporting evidence
process.value_max: 212000 GBP; lot 1 value_amount: 212000 GBP.
Pricing and payment terms
97% confidence
Unknown.
View supporting evidence
No pricing model, payment terms or VAT treatment is specified in the supplied data.
Delivery
Service coverage
99% confidence
Outside Connexus normal working hours, including evenings, weekends, bank holidays and other closure periods.
View supporting evidence
“including evenings, weekends, bank holidays and other closure periods”.
Delivery locations
98% confidence
UKG11 and UKG22 (as supplied); detailed service geography is not stated.
View supporting evidence
Delivery location records list regions UKG11 and UKG22.
The source simultaneously records an open procurement method and a competitive flexible procedure. The applicable procedure should be verified in the tender documents/portal.
The supplied £212,000 value does not state contract duration, VAT treatment, pricing mechanism or whether it is a total or maximum value.
View supporting evidence
value_max and lot value are supplied, while contract dates and commercial terms are absent.
Operational detail uncertainty
95% confidence
Service levels, call volumes, technical requirements, mobilisation arrangements and escalation protocols are not stated in the supplied notice.
View supporting evidence
The description outlines service activities but provides no detailed performance or operational specification.
ProcuraAxis analysis supplements, but does not replace, the original notice and tender documents. Always verify eligibility, deadlines and commercial terms with the issuing authority.
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