Conversion Practices Victim Support Service

The requirement comprises two primary components: Helpline Service: The operation of a bespoke helpline, or the integration of comprehensive support into an existing vulnerable-person helpline. The service must operate a minimum of Monday to Friday, 9am to 5pm, via telephone and live web-chat/email. Website Management: The transfer, maintenance, and expansion of an existing information website, which serves as a public repository for legal protections, resources, and signposting. A draft copy of the requirements are attached to this notice. 3. Key Procurement Parameters & Constraints Contract Duration: 24 Months (with a formal performance review at the 12-month mark). Estimated Financial Value: Strict maximum budget of £80,000 per annum (Inclusive of VAT), totaling £160,000 over the 24-month term. Bids exceeding £80,000 in either year will not be considered. Anticipated Call Volumes: 300 to 2,000 calls per year (call rates are expected to vary and will likely spike at times when conversion practices are receiving media attention). 4. The Transition & Timeline Scenario The Authority is operating under strict budgetary constraints and has no budget available for dual-running contract costs. The contract start date is currently 1 October 2026 (but may be subject to shifting timelines). Regardless of the exact calendar date, the transition will be structured as follows: The Final 4-6 Weeks of the Current Contract: The outgoing supplier will utilise this time to execute their exit plan, compiling all necessary data, scripts, website hosting configurations, and asset packages. Contract Day 1 (New Contract Start Date): The compiled handover package will be passed to the winning bidder on this day. Day 1 Go-Live: The incoming supplier is expected to be fully operational, answering live helpline calls and managing the website immediately from Contract Day 1. 5. Market Engagement & Expression of Interest (EoI) Questions The Authority invites interested suppliers to review this information and submit responses to the following questions: Question 1: Primary Requirements Please confirm that you are able to fulfil our two primary requirements; Helpline Service and Website Management? (Yes /No) Question 2: Expression of Interest Are you interested in bidding for this requirement when the formal contract notice is published? (Yes / No) Question 2: Onboarding Feasibility The outgoing supplier will spend the last 4 weeks of their contract completing their exit plan to hand over to the new supplier on Contract Day 1. We want to know if this is feasible for your organisation. Given that you will receive the handover documentation and asset package on Contract Day 1, is it operationally feasible for your contact centre to handle live helpline calls and manage the website immediately without a mobilisation period? If not, what specific risks does this present to your organisation, and what alternative solutions within the strict £80,000 p.a. budget framework would you propose? How long would you need to become fully operational? 6. How to Respond Interested suppliers should submit their Expression of Interest and responses to the questions above by July 24th 2026 at 17:00 BST. Please find link to the Contracts Finder Notice which contains a link to the draft statement of requirements as an attachment: https://www.contractsfinder.service.gov.uk/Notice/6c50accf-c1b2-44d8-b0ec-f9a7917da401 Please submit your response via email to [email protected] with the subject line: "Preliminary Market Engagement Response - Conversion Practices VSS".

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