Stonewater Limited has published this notice through Delta eSourcing
| Notice Summary |
|---|
| Title: | 00534-CS – Transactional Customer Feedback |
| Notice type: | UK4: Tender notice |
| Authority: | Stonewater Limited |
| Nature of contract: | Services |
| Procedure: | Above threshold - Open procedure |
| Short 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. |
| Published: | 23/07/2025 14:28 |
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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.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.delta-esourcing.com/tenders/UK-UK-Leicester:-Survey-services./74PFPAQ32C
To respond to this opportunity, please click here:
https://www.delta-esourcing.com/respond/74PFPAQ32C
Total value (estimated):
GBP 240,000 excluding VAT GBP 288,000 including VAT
Description
Contract dates (estimated)
03/11/2025 to 31/10/2027
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 can be extended:
Yes
Extension Date:
31/10/2029
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)
Award criteria:
Quality criterion - Name: Quality / Weighting: 60
Quality criterion - Name: Price / Weighting: 40
Submission
Enquiry deadline: 05/08/2025 Time: 12:00Tender submission deadline: 22/08/2025 Time: 12:00
Submission address and any special instructions: https://www.delta-esourcing.com/delta
An electronic auction will be used: No
Languages that may be used for submission: English, Award decision date (estimated): 19/09/2025
Procedure
Procedure type: Open procedure
Contracting authority
Stonewater Ltd, PVMT-4274-HPBN
Suite C Lancaster House, Grange Business Park, Leicester, LE8 6EP, United Kingdom
Tel. 07741703695, Email: donna.monro@stonewater.org
Contact: Donna Monro
Organisation type: BODY_PUBLIC
Devolved regulations that apply: None