Arch Estate
Invitation to Tender for:
Arch Homes Out of Hours Customer Care Calls, and
Arch Commercial Out of Hours Customer Care Calls
1. Introduction:
Arch Homes provides residential accommodation across Northumberland, Tyne and Wear, County
Durham and Teesside, though the majority of our housing stock is in Northumberland. Our tenants
have access to a customer care line to report emergency and urgent repair requests 24 hours a day.
During our business hours, which are 8:30am until 5:00pm Monday to Thursday and 4.30pm on a
Friday (excluding bank holidays), we are available to answer inbound calls, emails and requests
made in person at Arch Head Office. We do not however employ staff outside of business hours and
we are therefore seeking an Out of Hours Contractor to receive and respond to inbound tenant calls
outside of our core business hours.
Arch Commercial own and manage a portfolio of over 1.8 million sq ft. The portfolio consists of
industrial workshops and warehouse units, office buildings, suites, business parks, retail premises
and managed workspaces. In the majority of cases, the tenant is responsible for repairing the
interior of the property including all electrical, gas and mechanical fixtures and fittings, plus all doors
and windows. There are however exceptions, and for certain locations we are responsible for estate
management and common areas. As with Arch Homes, our tenants have access to a customer care
line and during our business hours we have an estate management team available. We do not
employ staff outside of business hours and we are therefore seeking an Out of Hours Contractor to
receive and respond to inbound commercial tenant calls outside of our core business hours.
2. Service Requirements
For Arch Homes we require a support Contractor:
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To answer inbound telephone calls from Arch Homes tenants dialling the Repairs &
Maintenance line between the hours of 5pm and 8.30am on weekdays, and 24 hours a day
on weekends and bank holidays.
To record the name, address and telephone number of all inbound tenant calls.
To record a description of any repair or issue being logged.
To review the repair against the Arch Homes priority classifications (as supplied).
To confirm if the repair meets the requirements of a P1 or P2 repair (as confirmed by Arch).
To action any P1 or P2 repair or issue within the timescales specified by Arch.
Where appropriate, contact emergency services and notify Arch personnel as advised.
To provide a daily report (week days) to the Arch Estates Maintenance Advisor of any out of
hours contact by tenants. To include all details outlined above, priority level and action
taken.
For Arch Commercial we require a support Contractor:
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To answer inbound telephone calls from Arch Commercial tenants dialling the Repairs &
Maintenance line between the hours of 5pm and 8.30am on weekdays, and 24 hours a day
on weekends and bank holidays.
To answer inbound telephone calls from the security provider for the commercial Network
Centres between the hours of 5pm and 8:30am on weekdays, and 24 hours a day on
weekends and bank holidays.
To record the name, address and telephone number of all inbound tenant calls.
To verify whether Arch is responsible for internal repairs at the property (from the
information supplied by Arch).
To record a description of any repair or issue being logged.
Where Arch is deemed responsible for property or estate management repairs, to review
the repair against the Arch priority classifications (as supplied).
To confirm if the repair meets the requirements of a P1 or P2 repair (as confirmed by Arch).
To action any P1 or P2 repair or issue within the timescales specified by Arch.
Where appropriate, contact emergency services and notify Arch personnel as advised.
To provide a daily report (week days) to the Arch Estates Maintenance Advisor of any out of
hours contact by tenants. To include all details outlined above, priority level and action
taken.
2.1 Inbound Call Handling
Arch will be responsible for arranging for inbound calls to the Repairs & Maintenance line to be
diverted to the Out of Hours Contractor. The Contractor is required to:
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Provide 1 telephone number to divert calls to. Note that the Arch telephone system cannot
divert calls to multiple numbers, or follow call routing scenarios. The Out of Hours
Contractor must be able to specify a single telephone number.
Answer inbound calls as Arch Out of Hours service.
Log all calls for query and audit purposes.
2.2 Arch Repair Classifications (and examples):
The table below outlines our response times and classifications of repairs. The Contractor is required
to use the information outlined below to determine the priority classification and corresponding
response for the Arch tenant.
Type of Repair
Response Times
Priority
Reference
Emergency
Initial response within 6 hours and made safe within 24 hours.
P1
(The final repair could be subject to a further appointment.)
Urgent
Response within 1 working day
P2
Non-urgent
Response within 7 working days
P3
Routine
Response within 30 working days
P4
P1:
To be treated as an emergency when the problem poses a serious health and safety issue, the
fault must carry the risk of immediate injury to people or major damage to property. In these
cases our aim is to attend the property within 6 hours and made safe within 24 hours.
Examples include:
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Major leak and the tenant is unable to isolate supply.
Where there is danger to occupants or others.
Live or bare electric wiring.
Sewage overflowing into the property.
Escape of gas or fumes.
Electrical fittings in contact with water.
A loss of service caused by a utility company does not qualify as an emergency repair for
Arch.
Note that instances of emergency repairs should be exceptional and this classification should
only be used for genuine emergencies. It is not a means of escalating a repair issue for an
angry tenant. On that basis, we do not anticipate recording high volumes of emergency
repairs. Also note, the final repair may not be possible within the 24 hour timescales. The
repair could be subject to a further appointment. The 24 hour timescale relates to the
maximum timescale for making an emergency issue safe.
P2:
A repair is classified as urgent when the problem could pose a serious risk to persons or the
property if not rectified. In these cases our aim is to have a contractor at the property within 1
working day. Examples include:
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P3:
Failure of a heat and hot-water systems in severe weather and where no alternative
heat source is available in the property.
Total loss of electrical power.
Total loss of water supply.
External doors or windows that need to be secured, or doors stuck in a locked position.
Unsafe power or lighting socket or electrical fitting.
Toilet not flushing where there is no other toilet in the house.
Blocked flue to open fire or boiler.
Leaks or flooding from water or heating pipes, tanks or cisterns.
Blocked or leaking from foul drain, soil stack or toilet pan where there is no other toilet
in the property.
Making glazing safe.
Hard wired smoke alarms not working (but not battery replacements, this is the
responsibility of the tenant).
A repair is classified as non-urgent when the problem needs to be rectified and will cause
further damage if left, but poses no urgent risk to the property or occupier. These would be
completed within 7 working days. Examples include:
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Partial loss of electrical power, but there is not total loss of power.
Blocked sink, bath or basin.
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P4:
Repairs to taps, valves or stopcocks.
Repairs to bannisters, handrails, flooring or stair treads.
A repair is classified as routine when the item poses no risk to the property or occupier. These
would be completed within 30 working days and examples include:
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Repairs to kitchen units.
Repairs to bath panels.
Repairs to mechanical extractor fans.
Repairs to lighting where other adequate lighting is available within the property.
The examples listed above are not exhaustive.
2.2 Tenant issue not classified as P1 or P2, or Arch not responsible for the repair/s:
Where the Out of Hours Contractor receives an inbound call advising of a repair not classified as an
emergency (P1) or urgent (P2) the Out of Hours Contractor is required to:
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Record the name, address and telephone number of the inbound tenant call/s.
Record a description of the repair or issue being logged.
After determining the repair request is not a P1 or P2 issue or that Arch are not responsible
for the repair, verbally confirming to the tenant that no formal repair request has been
logged because the request does not fall within the scope of an emergency or urgent repair.
Verbally confirming to the tenant that Arch will be notified of the call and that no action has
been taken out of hours.
2.3 Tenant issue classified as P1 or P2:
Where the Out of Hours Contractor receives an inbound call and the tenant confirms a repair that is
classified as an emergency (P1) or urgent (P2) the Out of Hours Contractor is required to:
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Record the name, address and telephone number of the inbound tenant call/s.
Record a description of the repair or issue being logged.
Determining the repair request is a P1 or P2 issue.
Confirming whether the property is subject to a developer warranty (Arch Homes only, see
section 2.5.1).
Confirming to the tenant the classification and timescale for the repair; and
Verbally confirming to the tenant that Arch will be notified of the repair and the action taken
the next working day.
Arranging for emergency or urgent repairs works to be carried within the priority timescales
either via a nominated contractor or developer. Note, where referred to our nominated
contractor, this work may be limited to making the property safe and or secure, and the full
repair could be actioned directly by Arch the following day. The exact nature of the work
carried out, and any outstanding works is to be included in the report to Arch the next
working day.
Where a tenant requires additional works this must be explicit on the report to Arch the
next working day.
2.4 Actioning P1 and P2 repair requests
Arch work with approved suppliers who have completed a pre-qualification questionnaire (PQQ) and
accept our Contractor Code of Conduct. At award of contract, Arch would confirm a schedule of
approved suppliers for reactive repairs and any estate management issues, for example entrance
gates. The Out of Hours Contractor would be expected to use the nominated Arch supplier/s in the
first instance. Where contact with the Arch approved supplier was not possible the Out of Hours
Contractor would be required to source a competent, qualified alternative. As far as possible and
practicable, a review of alternative suppliers to be used by the Out of Hours Contractor would form
part of the handover and familiarisation period outlined in our timetable below.
2.5 Arch Homes Properties
Information on the locations of the Arch Homes properties is outlined below in section 11. The
portfolio is currently comprised of 956 properties. At award of contract, Arch would confirm a
complete list of all addresses and tenants. It is possible, and probable, the portfolio will increase,
and in the event of additional properties, Arch would issue a revised property list.
2.5.1 New properties and developer warranties
Whilst the majority of our Arch Homes portfolio would be included within the scope of the out of
hours service, there will be occasions where the portfolio will acquire new build properties,
subject to developer warranties. Where a warranty is in force, the Out of Hours Contractor is
required to contact the developer’s emergency repairs service. Any properties where the
developer should be contacted would be confirmed by Arch at contract award, and with new
acquisitions as per the above.
2.6 Arch Commercial Properties
Information on the locations of the Arch commercial properties is also outlined below in section 11.
The portfolio is currently comprised of 397 commercial properties (excluding Manor Walks Shopping
Centre which is managed separately) and 6 serviced office buildings. At award of contract, Arch
would confirm a complete list of all addresses and estates where Arch has repair liabilities. It is
possible, and probable, the portfolio will increase, and in the event of additional properties, Arch
would issue a revised property list.
2.7 Contacting Arch out of hours:
Whilst the purpose of outsourcing out of hours calls is to reduce the necessity for our teams to be
available outside of our core business hours, there may be circumstances under which Arch will need
to be contacted to inform them of a serious incident or significant damage to property. The
circumstances under which Arch are contacted outside of business hours should be minimal.
Scenarios include:
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Gas leak: this should be reported to TRANSCO in the first instance and then notified to Arch.
Fire: Emergency services should be contacted in the first instance, however tenants of
adjoining premises will need to be notified so this should also be confirmed to Arch.
Premises deemed unsafe: Emergency services should be contacted in the first instance,
however tenants of adjoining premises will need to be notified so this should also be
confirmed to Arch.
Where any of the above have occurred, the Out of Hours Contractor is responsible for contacting the
nominated Arch personnel by telephone. The Out of Hours Contractor must record all attempts to
contact Arch staff and include details in the written report to Arch on the next working day.
2.8 Reporting to Arch, next working day:
The Out of Hours contractor is to:
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Provide a written report, issue to the nominated contact at Arch on the morning of the next
business day, to be received by 9.00am.
The name, address and telephone number of the tenant.
The description of the repair.
The priority classification awarded, either: i) P1 ii) P2 or iii) not P1 / P2.
The action taken if P1 or P2.
A status update (i.e. if the repair is complete).
A summary of attempts to contact Arch outside of business hours.
2.9 Pre-Qualification Questionnaire and Code of Conduct
All contractors working on behalf of Arch within the Estate must complete a pre-qualification
questionnaire (PQQ) and accept our Contractor Code of Conduct. The Out of Hours Contractor would
be expected to work as per all requirements set out in the Code of Conduct, plus provide annual
proof of their company insurances to our satisfaction.
3. Tender submissions
All tenders received (submitted as per our instructions in section 9) will be evaluated in accordance
with the evaluation criteria set out below in 9. Tenderers may be invited to clarify information, as an
aid for Arch to fully understand their offer. All tenderers should nonetheless take care to fully
explain their offering in their tender submission. The contract will be awarded to the submission that
scores the highest marks following the evaluation of all responses.
4. Personnel
The quality of customer care provided should be as important as technical capability. It is expected
that any personnel will work closely with Arch to ensure a professional delivery of services. No Arch
staff are currently employed to fulfil the requirements outlined in the specification. To date, the
work has been fully outsourced to a third party contractor.
5. Financial requirements
Any service should be supported by a robust invoicing system. The net cost of providing services
should be invoiced to Arch, stating a valid order number.
6. Health and Safety
Arch provides a safe and healthy place of work and encourages safe working practices amongst all its
employees. Arch also has a duty of care to tenants and visitors on site. Any contractor will be
expected to follow relevant Health & Safety guidelines at all times. The contractor must undertake
to ensure that everything practicable is done to prevent injury and ill-health. Any provider must
satisfactorily complete the Arch Pre-Qualification Questionnaire (PQQ) as outlined above and
complete an Arch Contractor Induction. All aspects of the Arch Code of Conduct will apply to the
successful Out of Hours Contractor.
7. Insurance
The contractor will need Public Liability Insurance and Employers Liability Insurance, sourced at their
own cost. The contractor will be required to provide verification of relevant insurances as part of our
PQQ process referred to above.
8. Other Information
The timetable for the tender process is as follows:
 Issue specification document: week commencing April 10th 2017
 Response return date: April 28th 2017.
 Review of submissions and clarification questions: May 1st to May 12th 2017.
 Award: week commencing May 15th 2017.
 Handover and familiarisation: May 15th to June 30th 2017.
 Start date: July 1st 2017.
During the financial year 16/17, we have received an average of 14 calls per month.
Arch currently outsource this service to a third party.
9. Tenders
Responses can be submitted in hard copy or electronically by email. Electronic responses should be
returned to [email protected]. Please submit these no later than midday on April
28th 2017. Hard copy responses should be returned to: Deborah Evans, Wansbeck Workspace,
Rotary Parkway, Ashington, Northumberland, NE63 8QZ by the same deadline.
The submission should be comprised of:
1) A completed Arch PQQ, including the acknowledgement of the Arch Code of Conduct (if not
already an approved supplier to the Arch Estate).
2) A written statement to respond to each of the points below:
 An overview of your internal procedures and systems for logging and processing requests
from receipt to completion.
 An overview of the resources you would use to deliver the service to Arch, including details
of training and performance review.
 Confirmation of what action you would take if the nominated Arch contractor was not
available.
 How you will ensure timely and accurate reporting and feedback to Arch.
 Details of your complaints procedure.
3) A pricing schedule of net costs
9.1 Tender Evaluation
There is a two stage assessment process. The first stage is to review the PQQ document; this is the
minimum requirement for the delivery of the Arch Gas Safety programme. Where the PQQ is
deemed acceptable, the responses to the 5 questions in section (2) above will be read and assessed.
For clarity, where the tenderer does not satisfactorily complete the PQQ, the response to section (2)
will not be read.
The tender is then assessed on a best value, based on 80% quality and 20% price. Each question in
section 2 has a maximum of 24 points available (120 in total). The pricing schedule has a maximum
of 30 points available. Each submission will achieve a total out of 150 and the highest score will be
deemed successful.
10. Further Information
Further questions can be emailed to [email protected].
11. Property Portfolio Overview
11.1 Arch Homes
Locations of properties listed below. Note the portfolio is subject to change and growth is a key
objective for Arch in 2017/18 and 2018/19 and therefore the total number of properties is likely to
increase.
Total number of properties listed: 956, across the locations below.
62% of the properties are located in Ashington.
Alnwick
Amble
Ashington
Bedlington
Berwick upon Tweed
Blyth
Boldon Colliery
Bowburn
Cambois
Chester Le Street
Choppington
Cramlington
Crook
Gateshead
Guidepost
Hebburn
Hexham
Jarrow
Middlesbrough
Morpeth
Newbiggin by the Sea
North Seaton
Noth Shields
Ponteland
Prudhoe
Sacriston
Seaton Carew
Seaton Delaval
South Shields
Stakeford
Stanley
Stockton on Tees
Sunderland
Wallsend
11.2 Arch Commercial
Locations of properties listed below. Note the portfolio is subject to change and growth is a key
objective for Arch in 2017/18 and 2018/19 and therefore the total number of properties is likely to
increase. Total number of properties is 397, across the locations below, together with 6 Workspace
buildings (note however that the workspace buildings are outside of scope at this stage). 69% of the
commercial properties are located in South East Northumberland.
Alnwick
Amble
Ashington
Bedlington
Berwick upon Tweed
Blyth
Cambois
Cramlington
Durham
Hebburn
Hexham
Seaham
Seghill
Washington
West Sleekburn
Kielder