PRO004931-Services-Contract-Contact Centre Resourcing

United Utilities Water Limited
North West
Selective procedure
8 December 2025 to 7 December 2026

Provision of scalable contact centre resources to support in-house teams, specifically focusing on billing-related customer services across voice and digital channels. The contract requires a comprehensive service model including staffing, training, technology stack integration, and governance. The supplier must demonstrate readiness for mobilisation ahead of peak billing periods, ensuring consistent resource availability with the ability to scale capacity during high-demand cycles.

Open the official notice

Awarded value: £6.6m; As published
Published: 12 August 2025
Awarded: 20 November 2025
Contract length: 12 months; Ends 7 December 2026

What the contract covers

Single-lot services contract

Provision of outsourced contact centre services, including billing support, staffing, training, and telephony infrastructure for large-scale customer operations.

Create additional resource and capacity to support United Utilities’ in-house contact centres, with consistent resource and increased capacity during peak billing periods.
Deliver scalable, billing-related customer services across voice and potentially digital channels.
Provide a staffing and training model, IT and telephony technology stack, governance and reporting structure, quality assurance approach, and readiness for mobilisation ahead of the January billing peak.

Terms and requirements

Contract type: Single-lot services contract
Procedure: Selective procedure
Initial term: 12 months
Extensions: 12 months + 12 months
Longest it can run: 36 months
Contract dates: 8 December 2025 to 7 December 2026
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Yes
Category: Services
CPV codes: 79510000

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced end-to-end billing contact centre services supporting in-house team

Lifecycle

Published
12 August 2025
Contract awarded
20 November 2025
Contract starts
8 December 2025
Contract ends
7 December 2026

The buyer

United Utilities Water Limited

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

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Contact details

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Address: Locked

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Cite this contract

Link: https://bidskim.com/tender/325752/pro004931-services-contract-contact-centre-resourcing
Buyer reference: ocds-h6vhtk-05866e
Open contracting ID: ocds-h6vhtk-05866e
Last checked: 4 November 2026

United Utilities Water Limited. PRO004931-Services-Contract-Contact Centre Resourcing. Contract award, 12 August 2025. BidSkim, https://bidskim.com/tender/325752/pro004931-services-contract-contact-centre-resourcing (accessed 4 November 2026).