UK Public Sector Contracts & Tenders

Vico Homes Limited Request for Information Out of Hours Call Handling Service 1. Purpose This document invites market feedback and supplier information to validate solution options, indicative costs, and delivery approaches for the requirements outlined herein. It is a non-binding request intended to inform a subsequent sourcing strategy and specification development 2. Background & Context Vico Homes Limited (Vico) was established on 1st April 2025 when Wakefield District Housing (WDH) rebranded to deliver our vision 'to build better futures and vibrant communities'. We are one of the UK's largest social housing providers, with over 32,000 homes across Yorkshire and our wider operating area across the North of England. We offer much more than bricks and mortar; our support goes far beyond the front door. We go the extra mile to deliver excellent customer services and provide a home to be proud of. Our tenants and others contact us outside normal business hours to report: • Emergency repairs • Urgent property safety concerns • Anti social behaviour incidents • Safeguarding or welfare issues • Estate or building emergencies Contacts may also be received relating to • Vico Homes offices and associated premises • Lone worker alerts relating to Vico employees Our goal is to ensure a consistent, safe, and compliant 24/7 service that protects customers and property assets, supports vulnerable residents, and upholds our legal and regulatory responsibilities. To find out more about us please visit the link below: Welcome to Vico Homes | Vico Homes 3. Objectives of Market Research We are seeking information to help us: • Understand market capabilities for OOH call handling in the housing sector • Shape the scope and requirements for a future contract • Identify innovative approaches for supporting vulnerable customers • Test integration options with our MRI/Capita housing management systems (HMS) and Salesforce (CRM) • Understand pricing models and operational structures • Identify potential efficiencies, improvements, and service innovations 4. Summary of Requirements We require a service to operate between the hours 8pm to 8am, seven days per week Services may include: 4.1 Emergency & Urgent Repairs • Receiving and triaging emergency repairs • Using diagnostic tools to classify repair types • Recording repairs in our HMS • Contacting Vico Homes own workforce or on call contractors 4.2 Colleague/Tenant Safety & Welfare • Dealing with vulnerable or distressed residents • Handling situations involving domestic abuse or safeguarding • Welfare checks • Crisis escalation procedures • Orbis colleague lone worker safety alerts 4.3 Anti Social Behaviour (ASB) • Taking urgent ASB reports • Understanding thresholds for emergency response • Escalation to duty officers (if required) 4.4 Estate Services & Building Safety • Fire alarm activations • Lift breakdowns • Major leaks, flooding, or structural risk • Building security breaches 5. Supplier Response Questions Please provide a response to the following questions: 5.1 Technology, Housing System Integration & Data Management • List the housing management/systems you currently integrate with, if any (e.g. Capita, Dynamics, Salesforce etc.). • Describe API or data exchange capabilities. • Explain how emergency repairs will be issued to contractors/on call staff • Explain how emergency repair logs or ASB reports are sent back to us. 5.2 Performance • Provide standard KPIs for OOH services in the industry, including: o Call answer time o Abandonment rate o First contact resolution (FCR) 5.3 Implementation & Onboarding • Provide a standard mobilisation timeline. • Describe the resources required from us. • What does a typical testing/transition period look like? 5.4 Commercials & Pricing Structure • Outline your pricing approach (e.g., per call, fixed monthly fee, hybrid). • Identify key cost drivers in your model. • Provide example cost ranges based on typical housing association volumes. • State any contractual minimums (hours, volume, contract length, onboarding fees). 5.5 Routes to Market • Provide the names and details of any public procurrent frameworks on which you are a listed provider 5.6 Information You Need from Us • Please list any information required from us as part of the specification to allow you to provide accurate pricing and service proposals in a future tender process

1. Purpose Vico Homes Limited (Vico) is undertaking early market engagement to understand the capability of the supplier market to deliver either: • A single, fully integrated Finance, Procurement, HR, Payroll, and Talent Management solution, or • A modular, best-of-breed ecosystem (standalone Finance inclusive of procurement or stand-alone HR system inclusive of payroll), combining multiple interoperable platforms that collectively meet the organisation's requirements. This Premarket Engagement (PME) does not form part of any formal procurement process. Information gathered will inform the development of a Strategic Business Case, procurement strategy, and potential future tender. Suppliers responding to this PME are not advantaged or disadvantaged in any future process. 2. Background & Context Vico Homes Limited (Vico) was established on 1st April 2025 when Wakefield District Housing (WDH) rebranded to deliver our vision 'to build better futures and vibrant communities'. We are one of the UK's largest social housing providers, with over 33,000 homes across Yorkshire and our wider operating area across the North of England. We offer much more than bricks and mortar; our support goes far beyond the front door. We go the extra mile to deliver excellent customer services and provide a home to be proud of. To find out more about us please visit the link below: Welcome to Vico Homes | Vico Homes Vico currently operates its core HR, Finance and Procurement functions using Microsoft Dynamics Finance and Operations, which was implemented as an enterprise platform to support these corporate functions across the organisation. The solution is integrated with a small number of adjacent systems (Housing Management, LMS, Payroll Products) and supported by third‑party partners, with additional functionality delivered through bespoke power platform extensions and integrations. Vico currently delivers its payroll capability through a dedicated third‑party payroll solution (MHR I-Trent), which operates alongside the wider HR and Finance landscape. The payroll service has been implemented to meet statutory requirements and support accurate and timely payment for colleagues, with interfaces in place to exchange data with core HR and Finance processes. Learning and development is currently supported through a separate Learning Management System (LMS) via Learning Pool, which operates independently of the core HR platform and is used to manage learning records, compliance training, course administration and colleague development. While the LMS supports essential learning and development activities, it relies on integration points with Dynamics 365 to maintain accurate colleague data and reporting. This pre‑market engagement is intended to help the organisation better understand current market products, capabilities, deployment models, and approaches that could inform future procurement options. 3. Scope Overview The organisation is reviewing replacement options for its core Finance, Procurement, HR, Payroll, Learning, Talent, Time & Attendance, and Case Management systems. Operational requirements, compliance obligations, and strategic drivers (including digital transformation) mean that a new platform (or set of platforms) need to be procured and implemented within defined timeframes. A full list of requirements is included in Section 4 to assist suppliers in identifying alignment with their solution offering. Suppliers may respond based on their ability to offer: • (A) One unified cloud-based platform • (B) Multiple modules ecosystem (standalone Finance inclusive of procurement or HR system inclusive of payroll), from the same vendor ecosystem • (C) One of the products with proven integrations (standalone Finance inclusive of procurement or HR system inclusive of payroll) Through this exercise, Vico seeks to: • Understand the maturity and availability of market solutions. • Identify whether requirements are best met by a single platform or a modular architecture. • Assess typical cost models, implementation durations, and licensing approaches. • Explore integration capabilities, including open APIs and data exchange approaches. • Gauge suppliers' experience with UK public sector, housing associations, and charitable organisations. • Identify risks, constraints, and dependencies relevant to the implementation timeline. Please contact Vico for the full Pre-Market engagement document including System Requirements and Supplier Questionnaire

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