Consultant review of call centre operations and resource

Progress Housing Group together with its subsidiary companies provide a diverse range of housing solutions and related services throughout the UK including social and affordable rent, shared ownership, market rent, sheltered housing and housing for people with specialist needs. The subsidiaries of Progress Housing Group are New Progress Housing Association Limited, New Fylde Housing Limited and Progress Care Housing Association Limited. This tender is for Progress Housing Group on behalf of the company itself, its present and future subsidiaries and associated bodies (together "the Group"). The Group are registered providers of social housing and are regulated by the Homes and Communities Agency. The Group are largely registered with charitable status with the exception of the parent company

Progress Housing Group has offices in the North West of England (mainly South Ribble & Fylde Coast) and also in Leeds, Lincoln & Boston. The bidders are to provide the appropriate technology and resources and associated support with the specific requirement set out in this ITT across the lifetime of this contract

Progress Housing Group has a stock of approximately 10,000 properties, the majority being in the North-West of England (approximately two thirds) with the remainder spread across England and a number in Scotland also. The budget annual turnover is approximately £74.5 million in for the financial year 2016/2017

With the current emphasis on value for money, the Group now wishes to formalise the Progress Connect & Control Centre services it uses in order to drive value for money. The Group intends that this is done in a compliant and non-discriminatory way adopting a robust procurement process which secures Bidders who share the Group's values and help the Group to secure its strategic aims:

To find out more go to www.progressgroup.org.uk

Scope of Service : There are two departments that currently undertake customer contact services for housing Progress Connect and Progress Lifeline. Due to the expansion and the changing expectation of the staff and service there is a requirement to effectively coordinate the work and resources in both areas.

We require input and recommendations from a consultant with expertise in the management of customer contact into a 'call centre' style operation to ensure work is being handled efficiently. Planning of resource has also been problematic in both areas due to the lack of a resource planner.

Contract term

This is a one off consultation project with time spent in both departments (roughly a week in total) with a report being prepared within 4 weeks. The anticipated start date would be mid August 2017 (w/c 14th or 21st August) with recommendations submitted mid September 2017.