Section one: Contracting authority
one.1) Name and addresses
The Guinness Partnership Ltd
Bower House, 1 Stable Street
Oldham
OL9 7LH
Contact
- Jim Booth
Telephone
+44 3031231890
Country
United Kingdom
Region code
UK - United Kingdom
Internet address(es)
Main address
http://www.guinnesspartnership.com/
Buyer's address
http://www.guinnesspartnership.com/
one.4) Type of the contracting authority
Body governed by public law
one.5) Main activity
Housing and community amenities
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Customer Surveys
Reference number
DN696351
two.1.2) Main CPV code
- 79311000 - Survey services
two.1.3) Type of contract
Services
two.1.4) Short description
The Guinness Partnership Limited (Guinness) is one of the largest providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers.
Guinness are conducting a procurement process to appoint a provider to conduct customer surveys on our behalf. The contract will be for a period of three years with an option to extend for a further two years subject to performance and value for money.
The surveys will include circa 700 transactional surveys to be conducted by email on a daily or weekly basis and circa 700 surveys in accordance with the Tenant Satisfaction Measures (TSMs) set by the Regulator and a smaller number of other surveys covering general perceptions of Guinness. These are to be conducted by telephone.
The surveys play an important role in helping us measure our effectiveness in delivering quality customer service and high customer satisfaction levels. They help us to identify the areas for improvement and shape our strategy to evolve and strengthen our service model.
two.1.6) Information about lots
This contract is divided into lots: No
two.1.7) Total value of the procurement (excluding VAT)
Value excluding VAT: £730,000
two.2) Description
two.2.2) Additional CPV code(s)
- 79311000 - Survey services
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKD - North West (England)
- UKE - Yorkshire and the Humber
- UKF - East Midlands (England)
- UKG - West Midlands (England)
- UKH - East of England
- UKI - London
- UKJ - South East (England)
- UKK - South West (England)
two.2.4) Description of the procurement
The Tenant Satisfaction Measures are required by the Regulator and it is essential that these are completed on time, to the required volumes, and among a representative sample of customers. Suppliers will be expected to demonstrate their understanding of these measures.
Our surveys provide our main company Key Performance Indicator for satisfaction, and we undertake more surveys than required by the Regulator to ensure we have a reasonably robust sample size for regional analysis. We run transactional surveys following the completion of certain tasks with the customer (for example, a completed repair, Customer Support case, accounts case, etc.) The purpose of these is less about measurement and more about quickly identifying cases where the customer still thinks the matter is unresolved.
The provider will be expected to have a portal to report the results of the surveys in real time. Full details of the required functionality can be found in the Procurement Documents.
two.2.5) Award criteria
Quality criterion - Name: Experience / Weighting: 10
Quality criterion - Name: Knowledge / Weighting: 10
Quality criterion - Name: Service Delivery / Weighting: 15
Quality criterion - Name: Account Management / Weighting: 6
Quality criterion - Name: Training, development & support / Weighting: 4
Quality criterion - Name: Technology, systems & reporting / Weighting: 10
Quality criterion - Name: Systems & processes / Weighting: 2
Quality criterion - Name: Diversity & inclusion: Policies / Weighting: 2
Quality criterion - Name: Diversity & inclusion: Anti-Racism / Weighting: 1
Price - Weighting: 40
two.2.11) Information about options
Options: Yes
Description of options
The initial term is for three years. Subject to performance and vale for money, the contract may be extended by two further periods of 12 months.
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 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: Yes
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-036908
Section five. Award of contract
Title
Customer Surveys
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
27 February 2024
five.2.2) Information about tenders
Number of tenders received: 7
Number of tenders received from SMEs: 7
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
The Leadership Factor Limited
Huddersfield
Country
United Kingdom
NUTS code
- UKE - Yorkshire and the Humber
The contractor is an SME
Yes
five.2.4) Information on value of contract/lot (excluding VAT)
Total value of the contract/lot: £723,000
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Public procurement review service, Cabinet Office
London
Country
United Kingdom