DHSC: OHID: National Breast Feeding Helpline 2026

Description

The Department of Health and Social Care (DHSC) is seeking to commission an external provider to deliver and operate the National Breastfeeding Helpline (NBH). The NBH provides free, non‑judgemental and evidence‑based breastfeeding information and support to families across the United Kingdom. The service operates nationally and supports individuals seeking guidance, reassurance and signposting in relation to breastfeeding and infant feeding. The appointed supplier will be responsible for the delivery of a fully managed helpline service, including the provision of advice and support via telephone and digital channels, governance and quality assurance arrangements, safeguarding processes, reporting, and the operation of a public‑facing website to support access to the service. The service shall include, but not be limited to, the following: Provision of a national helpline offering timely, non‑judgemental breastfeeding information, advice and support; Call handling and digital engagement, including appropriate referral and signposting to other services where required; Safeguarding processes and escalation arrangements appropriate to the service user group; Governance, quality assurance and performance reporting arrangements in line with the Specification; Operation and maintenance of a public‑facing website providing information about the service and how to access it. The contract will be awarded for an initial period of two years and nine months, with options to extend for up to two further periods of up to twelve months each, subject to the terms of the contract. The estimated total value of the contract for the initial term is £3,198,500 excluding VAT. The total contract value including extension options is £5, 598,500 excluding VAT (£1,200,000 for each twelve month extension option).