HAFOD HOUSING ASSOCIATION LIMITED
Unified Communications
The procurement contact named on the official notice.
The submission route named on the official notice.
This is a large award for Repair & Maintenance — above three-quarters of comparable contracts. Based on 15,278 valued Repair & Maintenance tenders in our corpus.
Hafod Housing Association is seeking a qualified Service Provider for the design, implementation, and support of a comprehensive, digital Unified Communications (UC) and omnichannel contact centre platform.
This contract will support Hafod's digital transformation and transition away from traditional PSTN/ISDN infrastructure.
Key Requirements Include: Core UC Services: Cloud/IP telephony, voice call packages, DDI management, and cross-device collaboration (voice, video, messaging on mobile, laptop, and tablet) utilizing existing WAN.
Integrations: Full integration with Microsoft 365 tenancy and Civica Cx (SaaS CRM).
Contact Centre Functionality: Omnichannel features including Automated Call Distribution (ACD), Intelligent Contact Routing (ICR/IVR) with speech recognition, administrative reporting tools, and call recording/quality management solutions.
Hardware & Support: Supply of supporting hardware, transformation/migration support, and ongoing maintenance.
Contract Duration: 3 years initially, with options to extend by up to 3 further periods of 2 years each (2+2+2), up to a maximum total duration of 9 years.
Estimated Contract Start Date: 28th September 2026.
Terms: Contract will be awarded under Hafod Standard Terms and Conditions for Services (Schedule 6).
Bidders may submit proposed amendments for consideration.
What the supplier must deliver
Hafod Housing Association is seeking a qualified
Hafod Housing Association is seeking a qualified Service Provider for the design, implementation, and support of a comprehensive, digital Unified Communications (UC) and omnichannel contact centre platform.
This contract will support Hafod's digital transformation
This contract will support Hafod's digital transformation and transition away from traditional PSTN/ISDN infrastructure.
Integrations: Full integration with Microsoft 365 tenancy
Integrations: Full integration with Microsoft 365 tenancy and Civica Cx (SaaS CRM).
Hardware & Support: Supply of supporting hardware
Hardware & Support: Supply of supporting hardware, transformation/migration support, and ongoing maintenance.
Derived from the notice text — always confirm against the original documents.
What it takes to bid this
Typical UK bid effort for the £100k–£1m band — an estimate, not a quote.
Qualify & bid/no-bid ~10% · SQ / PQQ ~20% · Written response ~55% · Review & presentation ~15%
Typical for this category — confirm against the ITT pack
- Show at bidComparable references / case studies
- Hold at bidFinancial standing (accounts, often ~2× contract value turnover)
- Hold at bidInsurance cover (PL / EL, often PI)
- Show at bidSocial value commitments
Hold at bid = pass/fail conditions of participation. Show at bid = scored in the quality response. Plan for delivery = contract obligations from day one.
Skills, tools & certifications
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- OCID
- ocds-h6vhtk-06c368
- Stage
- tender · Open
- Source
- Find a Tender
- Buyer ref
- 063060-2026
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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