Scope
Reference
202506-GS128
Description
Karbon Group are looking for an experienced research agency to deliver the customer survey element of Karbon's Customer Experience Framework (CEF). Karbon Group consists of Karbon Association including Byker Community Trust (BCT) and subsidiaries 54North Homes (54NH) and Leazes Homes. Karbon Group also provides services to other landlords (i.e. almshouses) as well as to Keelman Homes via our cost sharing vehicle, both of which is part of this tender.
Several customer survey types and methodologies make up our Customer Experience Framework:
• Perception surveys (Tenant Satisfaction Measures and Pulse)
• Transactional surveys (service specific following a transaction)
• Occasional ad hoc research surveys
We seek an experienced research agency with extensive research expertise to carry out our customer surveys and provide the business with actionable data and insight to enable the Karbon Group to provide excellent services to our customers.
Total value (estimated)
- £330,000 excluding VAT
- £396,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 9 March 2026 to 31 March 2029
- Possible extension to 31 March 2031
- 5 years, 23 days
Description of possible extension:
2 x 12 months extension periods.
Main procurement category
Services
CPV classifications
- 79342311 - Customer satisfaction survey
Contract locations
- UKC - North East (England)
- UKE - Yorkshire and the Humber
Submission
Enquiry deadline
19 December 2025, 12:00pm
Tender submission deadline
2 January 2026, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
19 January 2026
Award criteria
| Name | Description | Type | Weighting |
|---|---|---|---|
| Quality Questions | 8 questions varying from 7% - 6% of weighting which will contribute to award criteria, can be found in tender pack. |
Quality | 50% |
| Commercial | Cost of submission bid. |
Cost | 40% |
| Social Value | 10% of award based on method statement quality statement and meeting a pass/fail threshold of 1% of contract value being pledged. |
Quality | 10% |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Documents
Associated tender documents
https://app.panacea-software.com/KarbonHomes/Login
All relevant documents in tender pack.
Technical specifications to be met
https://app.panacea-software.com/KarbonHomes/Login
Contracting authority
Karbon Homes
- Charity Commission (England and Wales): RS007529
- Public Procurement Organisation Number: PCDL-6326-LXPW
Number 5
Newcasle
NE12 8EG
United Kingdom
Email: Procurement@Karbonhomes.co.uk
Website: https://www.karbonhomes.co.uk/
Region: UKC22 - Tyneside
Organisation type: Public authority - sub-central government