Scope
Description
XC Trains Limited (XC) operates passenger rail services over those routes listed within Appendix 2 of the ITP document. XC is a unique operation in that it runs from the Southwest in England to the North of Scotland and is the most extensive rail franchise in Britain, calling at more than 100 stations. XC serves 7 of the 10 largest UK cities with 7 routes radiating from a central hub in Birmingham.
The Service Quality Regime (SQR) was set up by the Department for Transport (DfT) to incentivise Train Operating Companies (TOCs) to ensure customer experience standards across the railway network are maintained and improved. The regime is defined in the National Rail Contracts (NRCs) that exist between TOCs and the DfT, including XC's NRC. The NRC sets out the obligations that TOCs have to deliver to ensure compliance with the Contract, and the repercussions if they are not.
XC's SQR has been in place since late 2021 and has seen a few changes since it first started. XC is also proud to have helped the DfT trial changes to SQR during this time to pave the way for other TOCs following in the future.
THE PROJECT
This Procurement is undertaken by XC on behalf of itself, and a successor operator of the XC.
The key elements and strategic objectives of the Project are:
- Train Service Regime (TSR) inspections by inspectors;
- Customer Service Regime (CSR) inspections by mystery shoppers;
- Accessible Customer Service Regime (ACSR) inspections by mystery shoppers with additional accessible needs;
- Provision of mobile devices to the supplier inspectors and mystery shoppers for running inspection forms; and
- Inspection data quality assurance.
Further details of the requirements can be found within the associated documents.
Total value (estimated)
- £1,300,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 20 February 2026 to 20 February 2029
- Possible extension to 20 February 2031
- 5 years, 1 day
Description of possible extension:
The Contract's duration is for three years. XC reserves the right to extend the Contract, in whole or in part, for up to two additional years, in increments determined at its sole discretion, subject to mutual agreement of the parties. Please see the associated documents for further details.
Main procurement category
Services
CPV classifications
- 71630000 - Technical inspection and testing services
- 79212000 - Auditing services
- 79311200 - Survey conduction services
Contract locations
- 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)
- UKL - Wales
- UKM - Scotland
Participation
Legal and financial capacity conditions of participation
Please see associated documents for further details.
Technical ability conditions of participation
Please see associated documents for further details.
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Enquiry deadline
20 October 2025, 5:00pm
Submission type
Requests to participate
Deadline for requests to participate
3 November 2025, 5:00pm
Submission address and any special instructions
Please submit both ITP and ITT documents to the following email address: sqrinspections.admin@crosscountrytrains.co.uk
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Suppliers to be invited to tender
Maximum 4 suppliers
Selection criteria:
Please see associated documents for further details.
Award decision date (estimated)
20 February 2026
Award criteria
| Name | Type | Weighting |
|---|---|---|
| Technical | Quality | 55% |
| Commercial | Price | 40% |
| Legal | Quality | 5% |
Other information
Payment terms
Please see associated documents for further details.
Description of risks to contract performance
The Contract presents the following risks:
(a) Change to the volume or proportional distribution of Inspections requested by the Department for Transport;
(b) Change to the Service Quality Schedule requested by the Department for Transport;
(c) Change to the supplementary guidance provided by the Department for Transport;
(d) Change to XC's timetable of train services; and/or
(e) Change to employment legislation.
XC considers that these risks may jeopardise the performance of the Contract but, due to the nature of the risks, the risks cannot be addressed in the contract as awarded. Therefore, XC reserves the right to modify the awarded contract to address the risks in accordance with Schedule 8 of the Act.
Please see associated documents for further details.
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Competitive flexible procedure
Competitive flexible procedure description
Invitation to Participate (ITP) stage
Short-listing of Bidders for ITT stage
Invitation to Tender (ITT) stage
Optional BAFO
Preferred Bidder stage
Please see associated documentation for further details
Documents
Associated tender documents
Template 4.0 Master Umbrella Direct Agreement 8 JULY 2024.DOCX
Template 4.0 Master Umbrella Direct Agreement 8 JULY 2024
External Guidance Note - Umbrella Direct Agreement Template 4.0 8 JULY 2024.pdf
External Guidance Note - Umbrella Direct Agreement Template 4.0 8 JULY 2024
Service Quality Regime Inspections ITP 2025.docx
Service Quality Regime Inspections ITP 2025
Service Quality Regime Inspections ITP 2025.pdf
Service Quality Regime Inspections ITP 2025 PDF
Invitation To Tender (Competitive Flexible) SQR INSPECTIONS.pdf
Invitation To Tender (Competitive Flexible) SQR INSPECTIONS PDF
SQR Inspections - Supplier Response Template.xlsx
SQR Inspections - Supplier Response Template
Inspections Coverage Template Response.xlsx
Inspections Coverage Template Response
Precedent XC Supply Agreement for Goods and Services 2025.docx
Precedent XC Supply Agreement for Goods and Services 2025
SQR Inspections Bidder Clarification Questions Template.docx
SQR Inspections Bidder Clarification Questions Template
Pricing Template - Inspections.xlsx
Pricing Template - Inspections
Invitation To Tender (Competitive Flexible) SQR INSPECTIONS.docx
Invitation To Tender (Competitive Flexible) SQR INSPECTIONS
Contracting authority
XC TRAINS LIMITED
- Companies House: 04402048
- Public Procurement Organisation Number: PMZG-5533-GPWG
C/O Arriva Plc 1 Admiral Way
Business Park
SR3 3XP
United Kingdom
Region: UKC23 - Sunderland
Organisation type: Private utility