Section one: Contracting entity
one.1) Name and addresses
NORTHUMBRIAN WATER GROUP LIMITED
Northumbria House
DURHAM
DH15FJ
Contact
Laura McMain
Telephone
+44 7805786518
Country
United Kingdom
Region code
UKC14 - Durham CC
Companies House
2366703
Internet address(es)
Main address
Buyer's address
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Household Water Saving Retrofit Audits
Reference number
NW2703
two.1.2) Main CPV code
- 71800000 - Consulting services for water-supply and waste consultancy
two.1.3) Type of contract
Services
two.1.4) Short description
A contract has been awarded for the following - NWL has set itself challenging targets to achieve real and quantifiable water savings through its water efficiency strategy to reach a long-term goal of 110 litres per person per day by 2050 and a 9.7% reduction between 2025 and 2030. Water saving visits have been a key
component of our water efficiency strategy. The tried and tested approach successfully combines the provision and fitting of water saving products in customer's homes and effective water efficiency education with each customer. This approach has proven to deliver long-term behaviour change. Water's Worth Saving is our household retrofit water saving visit project. We are seeking to employ a contractor to deliver the project to our highest use customers across our Northern, Essex and Suffolk supply areas for the whole of AMP8 (2025 - 2030).
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.3) Place of performance
NUTS codes
- UKC - North East (England)
- UKH14 - Suffolk
- UKH3 - Essex
two.2.4) Description of the procurement
A contract has been awarded for the following - NWL has set itself challenging targets to achieve real and quantifiable water savings through its water efficiency strategy to reach a long-term goal of 110 litres per person per day by 2050 and a 9.7% reduction between 2025 and 2030. Water saving visits have been a key
component of our water efficiency strategy. The tried and tested approach successfully combines the provision and fitting of water saving products in customer's homes and effective water efficiency education with each customer. This approach has proven to deliver long-term behaviour change. Water's Worth Saving is our household retrofit water saving visit project. We are seeking to employ a contractor to deliver the project to our highest use customers across our Northern, Essex and Suffolk supply areas for the whole of AMP8 (2025 - 2030). Below is an overview of the core components for this project to
give you an idea of what the contractor will be responsible for, and some of the practical and logistical requirements and deliverables we expect:
•Inbound and outbound call handling
•Arranging appointments, including rescheduling
•Organise/plan technician routes/diaries around appointments,
•Organise/facilitate the transfer, storage and monitoring of stock
•Gaining an understanding of customers, who they are and how/why/when water is used the way it is
•Engaging with customer through relevant behavioural change messaging, making the interaction personal and tailored to the customer
•Delivery and installation of suitable water saving interventions, taking flow measurements,
and substituting alternative products
•Minor internal leak repairs (such as leaking toilets, tap washer replacements etc.)
•Remedial visits
•Monitoring call centre and field staff productivity
•Robust and quality assured data collection, for example collecting data from visit around
products installed, meter reads, any other areas of interest, on an electronic form
•Reporting, for example a weekly report of work complete, a monthly overview, and a final
project review report
•Collection of water consumption data to assess water savings
•Post intervention customer survey
•Post interventions follow up to customers,
•Quality assurance random sampling,
•Providing feedback and recommendations of improvement prior to review phase,
•Regular catch ups with the project team to cover aspects such as training, project progress and any support required.
The regulatory year runs from April to March with a requirement to report activity completed to regulators covering this period every year. The objective is to provide validated data on the
details of the work completed annually so that this data can be analysed and used for NWG's annual reporting. The project for the first year of the contract will be completed by January
2026 including a period for review of the final report and database by NWG, followed by any required amendments and clarification. Please note: Due to the nature of the project, we require the contractor to be able to deliver the work across all three operating areas, throughout the duration of the contract. This is due to mailing customers in several areas to ensure the target number of properties if achieved. We aim to achieve a minimum of 16,500
visits per year.
two.2.11) Information about options
Options: Yes
Description of options
The contract will be for 24 months (with 3 month remedial period each year) with a further 36 month optional extension
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
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: 2024/S 000-009594
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
19 November 2024
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
Northumbrian Water Ltd
Durham
Country
United Kingdom