Out Of Hours Call Handling for Sheltered Housing sites

Descriptions

Service Requirement: Out of Hours (OOH) Housing and Emergency Repair Support

Procurement Objective: Appointment of a qualified and experienced Contractor to deliver a responsive Out of Hours service across Brunelcare's sheltered housing sites (including leaseholders and Shared Owners).

Contract Value (estimated): £200,000 (incl VAT)

Length of Contract: 4 years

Background: Brunelcare is a Bristol-based charity committed to providing high-quality housing, care, and support for older people across the Southwest. Our sheltered housing schemes accommodate vulnerable residents who require timely and compassionate assistance outside standard office hours (Monday to Friday 8.30am to 4.30pm).

Scope of Services: The Contractor will deliver an Out of Hours Service that ensures urgent housing and repair-related support during evenings, weekends, and public holidays. The service will include but is not limited to: Emergency repairs and safety-related incidents; Welfare checks and safeguarding alerts; Assistance with access issues, lockouts, and urgent housing matters; Escalation and handover to daytime operational teams.

Service Hours: Weekdays: 4.30 PM - 8.30 AM; Weekends: Friday 4.30 PM - Monday 8.30 AM; Public holidays: Full coverage

Key Requirements: Staffed telephone line and/or digital triage system; Escalation to emergency services, on-call staff, or family contacts; Response within agreed SLAs; Accurate call logging and daily reporting; GDPR-compliant data handling and secure software; KPI reporting and performance monitoring.

Accessibility and Compliance: Inclusive service for non-English speakers and residents with sensory or cognitive impairments; Safeguarding, mental health awareness, and customer care training for all call handlers; Regular scenario-based exercises.

Collaboration: Brunelcare will provide scheme lists, tenant details, and escalation protocols. The Contractor must work closely with Brunelcare's Customer Services, Housing, and Repairs teams.