Provision of Contact Centre Services to the Legal Aid Agency

The Legal Aid Agency
London
1 October 2026 to 31 October 2031

The Defence Solicitor Call Centre logs requests, identifies and deploys defence solicitors to provide free legal advice to clients detained in police custody. The Civil Legal Advice Operator Service assesses whether legal issues are in scope of legal aid and whether clients are financially eligible, then refers eligible clients to specialist advice or directs others to alternative help.

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Estimated value: £20m; Buyer estimate
Published: 23 May 2025
Deadline: Not published
Contract length: 61 months; Ends 31 October 2031

What the contract covers

Services contract

Provision of outsourced legal aid contact centre services, including police custody solicitor deployment and civil legal advice eligibility assessment and referrals.

Contracts to deliver the LAA Contact Centre Services which comprise the Defence Solicitor Call Centre (DSCC) and the Civil Legal Advice Operator Service (CLAOS)

Terms and requirements

Contract type: Services contract
Initial term: 48 months
Contract dates: 1 October 2026 to 31 October 2031
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Yes
Suitable for charities and social enterprises: Yes
Category: Services
CPV codes: 79100000, 79342300, 79512000

Services in this tender

Outsourced contact centres and helplinesMain service£5.1m typicalLegal Aid Agency DSCC and CLAOS contact centre operator services

Lifecycle

Published
23 May 2025
Deadline for bidsNot published
Contract awardedUsually published within a few months
Contract starts
1 October 2026

The buyer

The Legal Aid Agency

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
Typical contract: Locked

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Contact details

Email: Locked
Website: Locked
Address: Locked

See everything The Legal Aid Agency buys

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Cite this tender

Link: https://bidskim.com/tender/322469/provision-of-contact-centre-services-to-the-legal-aid-agency
Buyer reference: LAA - DSCC/CLAOS 2027
Open contracting ID: ocds-h6vhtk-0524f0
Last checked: 5 November 2026

The Legal Aid Agency. Provision of Contact Centre Services to the Legal Aid Agency. Tender, 23 May 2025. BidSkim, https://bidskim.com/tender/322469/provision-of-contact-centre-services-to-the-legal-aid-agency (accessed 5 November 2026).