Section one: Contracting authority
one.1) Name and addresses
Tower Hamlets Homes
City Reach, 5 Greenwich View Place
London
E14 9NN
Contact
Mr Jamie Smee
Telephone
+44 207364500
Country
United Kingdom
Region code
UKI42 - Tower Hamlets
Internet address(es)
Main address
https://www.towerhamletshomes.org.uk/
Buyer's address
https://www.towerhamletshomes.org.uk/
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://procontract.due-north.com/Home/About
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://procontract.due-north.com/Home/About
one.4) Type of the contracting authority
Other type
Arms lenght management organisation (ALMO)
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Resident Satisfaction Survey Programme
Reference number
DN646297
two.1.2) Main CPV code
- 79311000 - Survey services
two.1.3) Type of contract
Services
two.1.4) Short description
Tower Hamlets Homes Limited (“THH”) is inviting tenders from suitably experienced and qualified suppliers to undertake a programme of resident surveys, which forms our performance against key indicators within a demographically challenging environment. Experience with large scale survey programmes within the social housing field is essential. Recent experience with conducting satisfaction surveys via a variety of methods in an inner city culturally diverse environment is desirable. Experience with running a pilot of the Tenant Satisfaction measures is desirable.
two.1.5) Estimated total value
Value excluding VAT: £500,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79311200 - Survey conduction services
- 79311210 - Telephone survey services
- 79311300 - Survey analysis services
- 79330000 - Statistical services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
two.2.3) Place of performance
NUTS codes
- UKI42 - Tower Hamlets
two.2.4) Description of the procurement
Tower Hamlets Homes [THH] is an Arm’s Length Management Organisation [ALMO] set up by the London Borough of Tower Hamlets in July 2008 to provide housing services for approximately 21,500 homes. Of these 11,600 are currently tenanted properties and 9,900 are leasehold.
Tower Hamlets is one of the most ethnically diverse areas in the country. A high number of residents have young families and the number of households who have support needs is also relatively high.
THH has had a survey programme in place since 2009. This is designed to underpin service improvement with direct feedback from residents about the services THH delivers, and to enable THH to fulfil the information requirements of central government and the Council.
THH is seeking a Supplier to undertake surveys within a demographically challenging environment. Experience with large scale survey programmes within the social housing field is essential. Recent experience with conducting satisfaction surveys via a variety of methods in an inner city culturally diverse environment is desirable. Experience with running a pilot of the Tenant Satisfaction measures is desirable.
In November 2020, the government published its Social Housing White Paper, setting out plans for a new consumer regulation regime. One element was the requirement that the Regulator of Social Housing develop clear and comparable tenant satisfaction measures. The measures will enable tenants to see how well landlords are performing and will give the Regulator information around which landlords need to make improvement. The new tenant satisfaction measures come into effect in April 2023.
The government is proposing 22 tenant satisfaction measures, covering five main themes. Ten of these would be measured by landlords directly, and 12 by landlords carrying out tenant perception surveys.
As a larger social landlord, managing over 1,000 homes, THH must carry out the survey annually and can use sampling to reach the required number of achieved responses. The Supplier must set out the survey methodology ensuring via random selection and weighting that the responses are reflective of the demographic make- up of the borough, the stock managed and the residents THH serves.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
24
This contract is subject to renewal
Yes
Description of renewals
Initial contract duration of 24 months with an option to extend for further 2 years, giving a maximum contract duration of 4 years (2+1+1), subject to satisfactory performance.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.12) Information about electronic catalogues
Tenders must be presented in the form of electronic catalogues or include an electronic catalogue
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section three. Legal, economic, financial and technical information
three.1) Conditions for participation
three.1.2) Economic and financial standing
Selection criteria as stated in the procurement documents
three.1.3) Technical and professional ability
Selection criteria as stated in the procurement documents
three.2) Conditions related to the contract
three.2.3) Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.2) Time limit for receipt of tenders or requests to participate
Date
24 February 2023
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
four.2.6) Minimum time frame during which the tenderer must maintain the tender
Duration in months: 3 (from the date stated for receipt of tender)
four.2.7) Conditions for opening of tenders
Date
24 February 2023
Local time
12:00pm
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: No
six.4) Procedures for review
six.4.1) Review body
Tower Hamlets Homes
City Reach, 5 Greenwich View Place
London
E14 9NN
Telephone
+44 2073643423
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
Tower Hamlets Homes
City Reach, 5 Greenwich View Place
London
E14 9NN
Telephone
+44 2073643423
Country
United Kingdom