Scope
Reference
202507-GS138
Description
Karbon Group are looking for an experienced research agency to deliver the customer survey element of Karbon's Customer Experience Framework (CEF). Karbon Group consists of Karbon Association including Byker Community Trust (BCT) and subsidiaries 54North Homes (54NH) and Leazes Homes. Karbon Group also provides services to other landlords (i.e. almshouses) as well as to Keelman Homes via our cost sharing vehicle, both of which is part of this tender.
Several customer survey types and methodologies make up our Customer Experience Framework:
• Perception surveys (Tenant Satisfaction Measures and Pulse)
• Transactional surveys (service specific following a transaction)
• Occasional ad hoc research surveys
Contract 1
Supplier
Contract value
- £330,000 excluding VAT
- £396,000 including VAT
Above the relevant threshold
Award decision date
2 February 2026
Date assessment summaries were sent to tenderers
2 February 2026
Standstill period
- End: 12 February 2026
- 8 working days
Earliest date the contract will be signed
20 February 2026
Contract dates (estimated)
- 1 April 2026 to 31 March 2029
- Possible extension to 31 March 2031
- 5 years
Description of possible extension:
2 x 12 months extension periods.
Main procurement category
Services
CPV classifications
- 79342311 - Customer satisfaction survey
Contract locations
- UKC - North East (England)
- UKE - Yorkshire and the Humber
Information about tenders
- 4 tenders received
- 4 tenders assessed in the final stage:
- 4 submitted by small and medium-sized enterprises (SME)
- 0 submitted by voluntary, community and social enterprises (VCSE)
- 1 supplier awarded contracts
- 3 suppliers unsuccessful (details included for contracts over £5 million)
Procedure
Procedure type
Open procedure
Supplier
MEL RESEARCH LIMITED
- Companies House: 03000946
- Public Procurement Organisation Number: PMTH-7256-VPZH
Somerset House, 37 Temple Street
Birmingham
B2 5DP
United Kingdom
Email: info@melresearch.co.uk
Website: http://www.melresearch.co.uk
Region: UKG31 - Birmingham
Small or medium-sized enterprise (SME): Yes
Voluntary, community or social enterprise (VCSE): No
Supported employment provider: No
Public service mutual: No
Contract 1
Contracting authority
Karbon Homes
- Charity Commission (England and Wales): RS007529
- Public Procurement Organisation Number: PCDL-6326-LXPW
Number 5
Newcasle
NE12 8EG
United Kingdom
Email: Procurement@Karbonhomes.co.uk
Website: https://www.karbonhomes.co.uk/
Region: UKC22 - Tyneside
Organisation type: Public authority - sub-central government