MHCLG Contact Centre First Line Support Services

Ministry of Housing, Communities and Local Government
Selective procedure
1 October 2025 to 30 September 2027

Delivery of a cloud contact centre as a service (CCaaS) platform, incorporating back-office functionality and case management tools. The service provides first-line support capabilities to manage public-facing enquiries and internal administrative workflows.

Open the official notice

Awarded value: £12m; As published
Published: 29 October 2025
Awarded: 28 October 2025; XBP Europe Limited
Contract length: 24 months; Ends 30 September 2027

What the contract covers

Outsourced cloud contact centre as a service

Provision of outsourced cloud-based contact centre services, including integrated back-office support and case management software solutions for public sector operations.

Outsourced cloud contact centre as a service
Associated back office and case management solutions

Terms and requirements

Contract type: Outsourced cloud contact centre as a service
Procedure: Selective procedure
Initial term: 24 months
Contract dates: 1 October 2025 to 30 September 2027
Certifications asked for: None stated
Suitable for SMEs: Yes
Category: Services
CPV codes: 72000000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced first-line contact centre service with back office and case management

Lifecycle

Published
29 October 2025
Contract awardedto XBP Europe Limited
28 October 2025
Contract starts
1 October 2025
Contract ends
30 September 2027

The buyer

Ministry of Housing, Communities and Local Government

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
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Contact centre outsourcing contracts, 24 months: Locked

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Contact details

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The supplier

XBP Europe Limited

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
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Companies House number: Locked

Main buyers

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Cite this contract

Link: https://bidskim.com/tender/24080/mhclg-contact-centre-first-line-support-services
Buyer reference: CPD4130014
Open contracting ID: ocds-b5fd17-1335f1cd-a5f8-4071-8fdf-1951d086deaf
Last checked: 5 November 2026

Ministry of Housing, Communities and Local Government. MHCLG Contact Centre First Line Support Services. Contract award, 29 October 2025. BidSkim, https://bidskim.com/tender/24080/mhclg-contact-centre-first-line-support-services (accessed 5 November 2026).