Section one: Contracting authority
one.1) Name and addresses
PA Housing
3 Bede Island
Leicester
LE27EA
Contact
Jonathan Frowd
Jonathan.Frowd@pahousing.co.uk
Telephone
+44 1162576716
Country
United Kingdom
NUTS code
UK - United Kingdom
Internet address(es)
Main address
one.3) Communication
The procurement documents are available for unrestricted and full direct access, free of charge, at
https://intendhost.co.uk/pahousing/aspx/Home
Additional information can be obtained from the above-mentioned address
Tenders or requests to participate must be submitted electronically via
https://intendhost.co.uk/pahousing/aspx/Home
Tenders or requests to participate must be submitted to the above-mentioned address
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 Satisfaction Survey Platforms
Reference number
PAPP-0136.1
two.1.2) Main CPV code
- 79342311 - Customer satisfaction survey
two.1.3) Type of contract
Services
two.1.4) Short description
PA Housing is carrying out the procurement for the delivery of a Customer Satisfaction Survey Platform for obtaining feedback from customers, residents and specific focus groups. PA Housing aims to obtain customer feedback through two different methods of customer satisfaction surveys:Lot 1: Transactional Surveys - Following customer engagement with one of the services provided by PA Housing, a survey is sent to the customer asking for their feedback on the service. Currently PA Housing offers this survey for the following services: Responsive Repairs, Gas repairs, Gas Servicing, Cleaning Services, Grounds Maintenance, Complaints, New Customers, Tenancy Sustainment, and Income Services. Lot 2: Perception Surveys and in depth and focused research - PA Housing currently offers a STAR survey to a sample of our customers on a quarterly basis. These surveys are offered to our customers either by person to person phone calls or by email.
two.1.5) Estimated total value
Value excluding VAT: £500,000
two.1.6) Information about lots
This contract is divided into lots: Yes
Tenders may be submitted for all lots
two.2) Description
two.2.1) Title
Lot 1 - Transactional Surveys
Lot No
1
two.2.2) Additional CPV code(s)
- 79311000 - Survey services
- 79311200 - Survey conduction services
- 79311100 - Survey design services
- 79311210 - Telephone survey services
- 79311300 - Survey analysis services
- 79313000 - Performance review services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKG - West Midlands (England)
- UKJ - South East (England)
- UK - United Kingdom
- UKF - East Midlands (England)
two.2.4) Description of the procurement
Transactional surveys whereby following customer engagement with a service provided by PA Housing a survey is sent to the customer asking for their feedback on the service.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £343,750
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
Yes
Description of renewals
It is intended that PA Housing will enter into Contract(s) with the successful Supplier(s) in November 2021 with the Contract(s) commencing on 1 January 2022, and subject to annual reviews, run for a period of three years with the option to extend by one year plus one further year at A Housing’s discretion. The maximum duration of the contract is therefore five years.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
two.2) Description
two.2.1) Title
Lot 2 - Perception Surveys and in depth & focused research
Lot No
2
two.2.2) Additional CPV code(s)
- 79311000 - Survey services
- 79311200 - Survey conduction services
- 79311100 - Survey design services
- 79311210 - Telephone survey services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKG - West Midlands (England)
- UKJ - South East (England)
- UKF - East Midlands (England)
two.2.4) Description of the procurement
The provision of a STAR survey to a sample of customers on a quarterly basis by person to person phone calls or by email.
two.2.5) Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
two.2.6) Estimated value
Value excluding VAT: £93,750
two.2.7) Duration of the contract, framework agreement or dynamic purchasing system
Duration in months
60
This contract is subject to renewal
Yes
Description of renewals
It is intended that PA Housing will enter into Contract(s) with the successful Supplier(s) in November 2021 with the Contract(s) commencing on 1 January 2022, and subject to annual reviews, run for a period of three years with the option to extend by one year plus one further year at A Housing’s discretion. The maximum duration of the contract is therefore five years.
two.2.10) Information about variants
Variants will be accepted: No
two.2.11) Information about options
Options: No
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
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Restricted 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.2.2) Time limit for receipt of tenders or requests to participate
Date
5 July 2021
Local time
12:00pm
four.2.4) Languages in which tenders or requests to participate may be submitted
English
Section six. Complementary information
six.1) Information about recurrence
This is a recurrent procurement: Yes
six.4) Procedures for review
six.4.1) Review body
High Court of England and Wales
The Royal Courts of Justice, The Strand
London
W2 2LL
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
High Court of England and Wales
The Royal Courts of Justice, The Strand
London
W2 2LL
Country
United Kingdom
six.4.4) Service from which information about the review procedure may be obtained
Cabinet Office
70 Whitehall
Leicester
SW1A 2AS
Country
United Kingdom