Provision of Independent Health Complaints Advocacy Service

The London Borough of Brent is seeking a provider for its Independent Health Complaints Advocacy Service (IHCAS), supporting clients and their families or representatives to navigate complaints about NHS-funded care, treatment and health and social care services.

Service Requirements

• Empower and support clients, families, carers and representatives through complaints procedures.
• Help clients seek resolution for concerns about care or treatment.
• Support complaints through the appropriate service-specific processes.

Contract Information

• Buyer: London Borough of Brent
• Reference: ASCH-2627-006
• Estimated value: £300,000 excluding VAT (£360,000 including VAT)
• Contract period: 1 April 2027 – 31 March 2030
• Extension: Up to two years, potentially ending 31 March 2032
• Enquiry deadline: 16 November 2026, 12:00am
• Submission deadline: 23 November 2026, 1:00pm
• Award criteria: Price 50%; Quality 40%; Social Value 10%
• Procedure: Below-threshold open competition

Tender link: View the opportunity on ProContract

Supplier Requirements

The opportunity is identified as suitable for SMEs and voluntary, community and social enterprises (VCSEs). Further eligibility and service requirements should be checked in the tender documents.

Commercial Relevance

This opportunity may suit organisations experienced in independent advocacy, NHS complaints procedures and supporting people to resolve health and social care concerns.

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