Tender: Out of Hours Contact Centre Service for Brunelcare Sheltered Housing (start 1 April 2027)

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Brunelcare is seeking a supplier for an Out of Hours (OOH) Contact Centre Service to provide urgent housing, property and welfare support for residents of its sheltered flats and bungalows during evenings, weekends and public holidays. The service must cover emergency repairs and safety-related incidents, welfare checks and safeguarding alerts, assistance with access issues and lockouts, escalation and handover to Brunelcare’s daytime operational teams, and coordination with Brunelcare’s DLO and specialist contractors for repair-related call-outs. The successful supplier will deliver comprehensive call handling and triage including logging, monitoring, escalation and reporting of all OOH incidents; the contract is procured via an Open Procedure, starts on 1 April 2027, has an initial three-year term with an option to extend up to two additional years (maximum five years), and tenders must be submitted by 12pm (noon) on 20 October 2026. Shared Services for Housing (SSfH) is acting as the managing organisation on behalf of Brunelcare; Brunelcare is a Bristol-based charity providing housing, care and support for older people across the South West.