Out of Hours Call Handling and Social Media Monitoring Framework

Out of Hours Call Handling and Social Media Monitoring Framework

Out of Hours Call Handling and Social Media Monitoring Framework


This framework is designed to support public sector clients who seek a service provider who can maintain continuous, responsive communication channels with the public, outside of standard business hours.

This framework is fully compliant with the PCR standards, ensuring transparency, fairness, and efficiency in the procurement process.

The appointed service providers are equipped to offer comprehensive Out of Hours call handling and social media monitoring services. These services are designed to be flexible and responsive to the specific needs of each public sector client, including but not limited to:

Out of Hours / 24/7 Emergency Repairs Call Handling: Ensuring that calls related to emergency repairs are managed promptly and in accordance with the members’ agreed protocols.

Anti-social Behaviour (ASB) Management: Handling calls related to ASB, providing timely reports and support.

Business Continuity Planning: Offering support during both planned and unplanned shutdowns, including staff training days, meetings, system failures, etc.

Contractor Management: When required, managing the allocation of repair jobs to contractors, ensuring adherence to member requirements and engagement with local supply chains.

These services are tailored to each project’s specific requirements under individual Call-off Agreements but primarily cover the areas described above.

For further information please scroll down to our Call-Off Process section.


  • Contract Notice

    2023/S 000-010847

  • Award Notice

    2023/S 000-036947

  • Start Date

  • Expiry Date


  • Framework Capacity


  • NUTS Code

    UK - United Kingdom

  • Direct Selection


  • Mini Competition


  • Cost/Quality Split

    60% Quality / 40% Cost (10% +/- allowance)

  • Contract Type

    Hyde Services Contract,Client specific

  • Cost Model

    Schedule of Rates

  • Access Fee


  • Insurance Levels

    Public Liability Insurance no less than £10,000,000 for each event, events unlimited. Employer’s Liability Insurance no less than £10,000,000 for each claim for all customary risks. Professional Indemnity Insurance no less than £2,000,000 for each claim.

  • CPV Codes

    50000000 - Repair and maintenance services

Call-Off Process

How can I use this Framework?

Our simple step process allows for both Direct Selection or Mini-Competition. Further information can be found below. Please note that Clients may enter into a contract for any duration that best allows for the performance of the requirement to be achieved.

Direct Selection

With the Direct Selection method, you may select the contractor who is ranked number 1, or any other Contractor/Consultant on the following basis:

  • Where you have an existing relationship with the Contractor/Consultant.
  • Where the Call Off has substantial similarities to a previous project the Contractor/Consultant was involved with (under this Framework Agreement or not).
  • For reasons of urgency, where it is not reasonably practical to award the Call-Off Contract by way of a Mini-Competition.
  • Capability Criteria determining that only one framework appointee is capable of carrying out the Call-Off Contract.
  • Where you are able to determine which Contractor/Consultant will provide the most economically advantageous offer.
  • Where a Contractor/Consultant has introduced the site.
  • Rank based on filter categorisation by region and/or contract value, of which the supplier has pre-selected.

Mini Competition

Our Mini-Competition process lets you expand beyond the framework’s original specification to meet your specific requirements. The framework partners from the relevant lot are invited to tender (where capable). This process typically takes 2-4 weeks. The capability criteria can be defined by the following:

  • The contractors capability to carry out a project of the size and complexity of the proposed project.
  • The contractors capability to carry out works and services in the locality of the proposed project.
  • The contractors financial stability and standing.
  • The contractors health and safety record.
  • The contractors capacity, taking into account the value of Works and Services already awarded to it under the Framework Agreement.
Call-off Forms

Call-off Procedure (E-Sign)

NFP has simplified the Call-off process to steps allowing you access to our framework within minutes.

Confidentiality Agreement

Please note that this form is designed for Public Sector clients only. If you are an interested supplier, please use our live chat button.

The form below is designed to protect the commerciality of suppliers and the integrity of the Framework. Clients will need to complete the fields prompted within the form, to allow password-protected access for Steps 2, 3.

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