Scope
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=992131732
Contract 1. Transactional Customer Feedback
Supplier
Contract value
- £200,000 excluding VAT
- £240,000 including VAT
Above the relevant threshold
Date signed
5 November 2025
Contract dates
- 7 November 2025 to 6 November 2027
- Possible extension to 31 October 2029
- 3 years, 11 months, 24 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)
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Supplier
IN-HOUSE RESEARCH LIMITED
- Companies House: 03537670
Unit 5 Coped Hall Business Park
Swindon
SN4 8DP
United Kingdom
Email: info@inhouse.uk.net
Region: UKK15 - Wiltshire CC
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
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)