Service User Assistance (SUA)

Update: The name of the proposed service has changed from Service User Assistance Services (SUAS) to Service User Assistance (SUA). This is a change in name only.

This market engagement continues the engagement previously undertaken under Notice Identifier 2026/S 000-061362 and Procurement Identifier (OCID) ocds-h6vhtk-052777, following the decision to procure Service User Assistance (SUA) separately from the wider Future Asylum Contracts Transformation (FACT) procurement.

The Authority is seeking market feedback on the proposed SUA. SUA is anticipated to provide a national, multi-channel support service for asylum Service Users, which may include:

• advice and guidance;
• eligibility support and form-completion assistance;
• issue and complaint reporting;
• safeguarding identification and escalation;
• language support;
• local signposting;
• digital and/or portal-enabled support;
• management information; and
• Service User experience insight.

The service may require suppliers to provide or support helpline, webchat, assisted digital, self-service portal and/or other digital channels, with appropriate alternative routes for Service Users who are unable to self-serve. SUA may also be required to support Service Users.

For the purposes of this Preliminary Market Engagement (PME) Notice, the estimated contract value has been listed as £0. This is a placeholder and does not reflect the anticipated value of the contract.