Out of Hours Call Handling and Social Media Monitoring Framework
Framework Description
The Out of Hours Call Handling and Social Media Monitoring Framework from the National Framework Partnership (NFP) covers services that keep public bodies reachable when their offices are closed. It was procured under the Public Contracts Regulations, sits in the Media & Marketing category and ends on 30 November 2027. Suppliers were appointed at the outset; it is not a Dynamic Purchasing System.
Context & Use Case
Landlords and other public bodies use it to answer emergency repair calls overnight and at weekends, log anti-social behaviour reports and keep services running during planned or unplanned closures such as training days or IT failures. Providers can also manage repair contractors on the client's behalf, using local suppliers where possible, and monitor social media outside office hours.
Scope of Services
24/7 emergency repairs call handling Anti-social behaviour call handling and reporting Business continuity cover for planned and unplanned closures Contractor management for out-of-hours repairs Out-of-hours social media monitoring
Lots
See framework link
Who Can Apply
Fits contact centre and call handling providers with 24/7 capacity and experience of repairs and anti-social behaviour calls for social landlords or councils. Applications for this framework are closed, so non-appointed providers cannot join until it is re-tendered, likely around November 2027.
Buyer Benefits
Out-of-hours calls often involve safety, such as a gas leak or flood, so buyers need a provider that follows their protocols exactly. Buying through a pre-procured framework lets them put cover in place quickly, for example before a planned system shutdown, rather than running a full tender.
Next Steps
Appointed providers should be ready to show call protocols, response times and reporting in mini-competitions. Other call handling firms should prepare for the re-tender ahead of 30 November 2027 by documenting out-of-hours performance data and safeguarding procedures, and watching the NFP framework page for the notice.
How Athena Can Help
Out-of-hours services are judged on reliability, so a winning bid has to prove it with data. Athena's bid management experts help appointed providers present call answering times and escalation procedures as clear win themes in mini-competitions.
For providers aiming at the 2027 re-tender, our help joining frameworks covers the application from start to finish, and our support with public tenders helps you win out-of-hours contracts from individual landlords and councils now.
