Charnwood Borough Council builds confidence for the digital switchover with NHC Procurement

Member: Charnwood Borough Council

Service Area: Older People’s Services, including sheltered accommodation, private alarm services and call monitoring

Procurement Lead: Acting Landlord Services Manager and Principal Officer for Older People’s Services

Charnwood Borough Council has worked with NHC Procurement for more than a decade, including to procure technology enabled care services that support older residents to live independently and safely.

Most recently, the Council used NHC Procurement’s Technology Enabled Lives framework to secure ongoing maintenance support with DFP Services through to 2028, and product purchase and call monitoring support through to 2030.

Charnwood Borough Council provides services that help older people across the borough remain safe, connected and independent. This includes warden and alarm services for sheltered accommodation, alongside private alarm services for older residents living in the community. The Council also operates its own call monitoring centre, supporting both service areas.

The challenge

For Charnwood Borough Council, continuity of service has always been the priority. Telecare and alarm services play a critical role in supporting resident wellbeing, prevention and independent living, so the Council needed to make sure its procurement routes were compliant, cost-effective and resilient.

The Council had worked with the same provider for many years, but wanted to understand what else was available in the market and make informed decisions about the right technology for its schemes. At the same time, the national move from analogue to digital services meant Charnwood needed to plan ahead, invest in suitable equipment and ensure its platform and processes would remain fit for purpose beyond the January 2027 digital switchover.

Without an in-house procurement team, resource and assurance were key considerations. The Council needed specialist support to shape tender questions, develop robust scoring criteria, manage clarification questions and make confident decisions where supplier scores were close.

“We know what we want the end goal to be, and NHC Procurement help us get there,” explains Sally Ramalho (Acting) Landlord Services Manager at Charnwood Borough Council. “The team at NHC Procurement consistently support us every step of the way and give us confidence that we have a strong contract in place.”

The solution

Charnwood Borough Council used NHC Procurement’s Technology Enabled Lives framework to access a compliant and structured route to market for technology enabled care products, maintenance, call monitoring and resilience requirements. The framework helped the Council engage with trusted suppliers while retaining the flexibility to choose the right procurement route for each requirement.

The process was supported by the NHC Procurement team, who helped the Council refine tender questions, review documentation, advise on evaluation and scoring, and manage clarification questions. This support was particularly valuable for complex or in-depth procurements, giving officers reassurance that each stage was robust and compliant.

Charnwood first used NHC Procurement around ten years ago for alarm and door entry system maintenance. Since then, the Council has continued to return because of the strength of the relationship and the practical support provided by the team.

“The level of support is above and beyond anything I’ve seen with other procurement framework providers,” says Sally. “The team are incredibly supportive and helpful every step of the way.”

More recently, the Council has used the framework to support its digital transformation journey, helping Charnwood prepare for the post-digital future while maintaining a resilient, resident-focused service. NHC Procurement also supported the Council to consider disaster recovery options through the framework, helping ensure the right resilience, equipment and processes were in place.

The outcome

By using the Technology Enabled Lives framework, Charnwood Borough Council has been able to procure the services and equipment it needs in a compliant, cost-effective and assured way. The Council has stayed within budget, maintained value for money and used financial savings from framework contracts to invest further in its telecare work.

The Council now feels well placed for the digital switchover, with confidence that services can continue for residents after the transition away from analogue systems. This assurance is critical for older residents who rely on alarm and telecare services to live independently.

“We’re in a good place when it comes to the digital switchover,” concludes Sally. “We feel ready, thanks to the support we’ve had from the TSA and NHC Procurement, and the time we’ve invested in the process.”

Key benefits

• Confidence and assurance: NHC Procurement provided specialist guidance throughout the procurement process, from documentation and evaluation to supplier clarification.
• Value for money: The Council was able to procure within budget and reinvest savings into telecare equipment and future-focused service improvements.
• Continuity of service: The framework supported Charnwood’s priority to maintain reliable services for residents during a period of digital transition.
• Resilience: Disaster recovery options helped strengthen the Council’s ability to respond to service risks and maintain critical support.
• Long-term partnership: A relationship built over more than ten years has made procurement simpler, smoother and more effective.

Advice for other organisations

For Charnwood Borough Council, the biggest benefit of working with NHC Procurement has been the confidence that comes from having expert support available whenever it is needed. The team’s responsiveness, practical advice and understanding of the sector have helped make complex procurement activity easier to manage.

“They genuinely care and want to make life easier for us”, says Sally. “It makes the whole process much smoother when you know you have a strong contract in place.It’s also especially useful to have the support of NHC Procurement when looking for a supported, compliant and cost-effective way to prepare for digital transformation while protecting frontline services.

“NHC Procurement make the process straightforward. They deal with everything, make life simple and give us confidence that the contract is robust.