Procurement: 00534-CS – Transactional Customer Feedback

Scope

Scope: 00534-CS – Transactional Customer Feedback

Description:

Stonewater is one of the UK’s largest social housing providers, dedicated to creating places that people can truly call home. With 40,000 homes, we proudly serve more than 93,000 customers from diverse backgrounds across the country.
With an annual turnover of £239 million and £2.4 billion in fixed assets, Stonewater holds a strong credit rating from S&P Global Ratings and maintains top G1/V1 rankings for governance and viability.
If you would like to know more about Stonewater, please visit our website: www.stonewater.org
Stonewater Group has identified the need for a robust feedback mechanism to better understand customer experiences and identify areas for improvement. This program will help us collect valuable insights directly from customers at the point of transaction.
The programme should cover the following customer transactions/journeys:
Responsive repairs
Cyclical checks
Planned capital investment/maintenance
Grounds maintenance
Complaints
ASB
Customer service centre contact
Lettings
Shared ownership sales
Mutual exchange
Tenancy termination
Housing operations.
In addition, other transactions may be introduced including digital engagement (website and customer portal) where a “pop-up” survey would be required.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=945276918

Total value (estimated):

GBP 0 excluding VAT GBP 0 including VAT

Contract dates (estimated)

01/04/2026 to 31/03/2027

CPV Classifications:

73300000 - Design and execution of research and development.

Delivery regions:

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)
   

Engagement

Engagement deadline
09/05/2025
The engagement was carried out before this notice was published. Engagement process description:
Prior to initiating the procurement, Stonewater wishes to explore the level of market interest in the forthcoming procurement process. This PME does not form part of a formal procurement process at this stage.
The purpose of this pre-market engagement is to;
Develop the requirements and approach to the procurement.
Design the procedure, conditions of participation or award criteria.
Identifying suppliers that may be able to supply the goods, services or works required.
Understand the costings.

Stonewater anticipates suppliers providing demonstrations of their solutions.

Any submission received in response to this exercise will not constitute any contractual agreement between the respondent and Stonewater
The receipt of a response does not automatically include the respondent in the procurement process.
A Tender Notice will be issued to the market which will provide details of how the relating procurement documentation can be accessed and timescales for submission of the said tender response.
Interested parties shall bear their own costs of participation in this Market Engagement of whatever nature. Stonewater shall not be liable for the costs, expenses or losses howsoever arising (including, without limitation, any loss of profit or other economic loss incurred), regardless of the outcome of the Market Engagement.

Please contact Donna Monro if you would like to be part of the PME. donna.monro@stonewater.org

Contracting authority

       Stonewater Ltd, PVMT-4274-HPBN
       Suite C Lancaster House, Grange Business Park, Enerby Road, Leicester, LE8 6EP, United Kingdom
       Email: donna.monro@stonewater.org
       Contact: Donna Monro

Organisation type: BODY_PUBLIC
Devolved regulations that apply: None