CONTRACT NOTICE – NATIONAL

1 Authority Details

1.1

Authority Name and Address

1.2

Address from which documentation may be obtained

1.3

Completed documents must be returned to:

As in 1.1

2 Contract Details

2.1

Title

Melin Homes - Out-of-Hours Contact Centre Support 2022

2.2

Description of the goods or services required

Melin Homes wishes to enter a contract to offer a single source solution to meet all our Out of our customer service needs.

We require an out of hours call monitoring service that would operate on our behalf between the hours of 17:00pm and 08:00am Monday to Friday and 24/7 Saturday’s, Sunday’s, and Bank Holidays. in addition to this we would also require cover for any training days and corporate events (dates would be provided in advance).

We would require information to be taken over the phone from our tenants and our protocols around repair diagnostics to be followed in addition to other emergency procedures including fire and flood etc

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=122166.

The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems.

2.3

Notice Coding and Classification

2.4

Total quantity or scope of tender

Ability to manage common housing repair/emergencies

• To be able to manage common repairs that are likely to encounter during OOH experience.

• To be able to differentiate between common repairs and emergency repairs that can be managed by the residents or the OOH team and serious repairs or emergencies requiring additional assistance or expertise.

• Must demonstrate understanding of how to manage critical situations by appropriate and timely use of available resources and facilities.

3 Conditions for Participation

3.1

Minimum standards and qualification required

4 Administrative Information

4.1

Type of Procedure

Single stage

4.2

Reference number attributed to the notice by the contracting authority

N/a

4.3

Time Limits

4.5

Language or languages in which tenders or requests to participate can be drawn up

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

(WA Ref:122166)

Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:

It is Melin Homes responsibility to deliver and report on Welsh procurement, supply-chain opportunities, resource and waste, targeted recruitment and training (TR&T) and community donations, to enable us to monitor our economic and environmental impact in Wales. Therefore, a contribution of 0.5% off the total value of this contract must be paid by the contractor into our sustainable community fund, please see the table below with examples of values. In addition to this all contracts over £100,000 must deliver targeted recruitment and training opportunities and contracts between £20,000 & £100,000 must consider for work placement, work experience or volunteering opportunities.

The fund will then support our school/education initiatives and community projects. If you would like to get in contact to discuss further your community benefits please email Georgina our School officer schools@melinhomes.co.uk

5.2

Additional Documentation

5.3

Publication date of this notice