Scope
Reference
00534-CS
Description
Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback.
Programme Objectives
•Capture real-time feedback across a wide range of customer journeys
•Improve service delivery and reduce customer effort
•Enable a robust loop-closing process to resolve issues quickly
•Provide actionable insight through AI-driven analysis and dashboards
•Support a flexible, scalable model that evolves with organisational needs.
Scope of Services
The programme will initially cover the following customer journeys/transactions:
•Responsive repairs (raising and completion)
•Cyclical checks (completion)
•Planned capital investment/maintenance/retrofit (completion)
•Grounds maintenance (completion)
•Complaints (raising and completion)
•ASB (raising, mid-journey and completion)
•Disruptive behaviour (raising, mid-journey and completion)
•Customer service centre contact (post-contact)
•Lettings & marketing - new lets and relets (application, sign-up and move-in)
•Shared ownership sales (appointment/visit, reservation and move-in)
•Mutual exchange (application, sign-up and move-in)
•Tenancy termination (completion)
•Housing operations (raising and completion).
Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair. The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities.
Additionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=967995110
Total value (estimated)
- £240,000 excluding VAT
- £288,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 3 November 2025 to 31 October 2027
- Possible extension to 31 October 2029
- 3 years, 11 months, 28 days
Description of possible extension:
2 x 12 month extensions
Main procurement category
Services
CPV classifications
- 79311000 - Survey services
- 79311100 - Survey design services
- 79311200 - Survey conduction services
- 79311210 - Telephone survey services
- 79311300 - Survey analysis services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
Contract locations
- UKG - West Midlands (England)
- UKF - East Midlands (England)
- UKH - East of England
- UKK - South West (England)
- UKJ - South East (England)
- UKC - North East (England)
- UKD - North West (England)
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
5 August 2025, 12:00pm
Tender submission deadline
22 August 2025, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
No
Languages that may be used for submission
English
Award decision date (estimated)
19 September 2025
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Quality | Quality | 60% |
| Price | Price | 40% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Contracting authority
Stonewater Ltd
- Public Procurement Organisation Number: PVMT-4274-HPBN
Suite C Lancaster House, Grange Business Park
Leicester
LE8 6EP
United Kingdom
Region: UKF22 - Leicestershire CC and Rutland
Organisation type: Public undertaking (commercial organisation subject to public authority oversight)