Scope
Reference
CN250588
Description
KCC has the statutory responsibility to provide a Household Waste Recycling Centre (HWRC) service to residents, of which we currently have 19 in Kent. The HWRCs are for the disposal of household waste and accept a wide range of materials. Trade waste is accepted at a number of sites.
Mystery shopping has proven to be an effective tool for independently assessing the quality of service delivery, identifying areas for improvement, identifying health and safety issues, informing staff training, operational decisions and maintaining site cleanliness at each of the HWRC's.
KCC requires a contract for Mystery Shopping at Household Waste Recycling Centres (HWRCs) for a period of 36 months from May 2026 to April 2029 , with the option of an additional 12 month extension if required.
The supplier must have the following as a minimum:
•Capacity - the supplier must have the capacity to undertake four monthly visits to each of the 19 sites across Kent.
•Personnel - the supplier must have sufficient personnel resources to ensure the Mystery Shopper are not recognised by HWRC staff.
•Data Storage - the suppliers must have the ability to store the data it collects.
•Monthly Reporting - the supplier must have the ability to provide monthly reporting to the Council on the results of its surveys.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.kentbusinessportal.org.uk/tenders/UK-UK-Maidstone:-Customer-survey-services./43V3H9RE8T
To respond to this opportunity, please click here:
Total value (estimated)
- £160,000 excluding VAT
- £192,000 including VAT
Below the relevant threshold
Contract dates (estimated)
- 1 May 2026 to 30 April 2029
- Possible extension to 30 April 2030
- 4 years
Description of possible extension:
The contract may be extended by a further period of up to 1 year.
Main procurement category
Services
CPV classifications
- 79342310 - Customer survey services
Contract locations
- UKJ - South East (England)
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
27 January 2026, 12:00pm
Tender submission deadline
9 February 2026, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Award criteria
| Name | Type |
|---|---|
| Lowest Total Contract Value above Minimum Quality Threshold | Price |
Weighting description
Please refer to the tender pack available on the Kent Business Portal for details on the tender evaluation process and scoring criteria.
Procedure
Procedure type
Below threshold - open competition
Contracting authority
Kent County Council
- Public Procurement Organisation Number: PLDL-8938-YGYW
Kent County Council, County Hall
Maidstone
ME14 1XQ
United Kingdom
Contact name: Adam Fletcher
Email: adam.fletcher@kent.gov.uk
Region: UKJ45 - Mid Kent
Organisation type: Public authority - sub-central government