Peabody Trust has published this notice through Delta eSourcing
| Notice Summary |
|---|
| Title: | New Build Customer Journey Experience Solutions |
| Notice type: | UK4: Tender notice |
| Authority: | Peabody Trust |
| Nature of contract: | Services |
| Procedure: | Above threshold - Competitive flexible procedure |
| Short Description: | The contracted service requirement is to create and deliver a satisfying customer journey for new build customers ensuring they feel informed, supported and valued throughout the entire process. The service is to provide end to end implementation and oversight of customer journey touchpoints across new housing developments, ensuring a consistent, high-quality experience for residents across all the various tenures including social rented, shared ownership and market sale. The aim is to deliver an industry-leading customer experience across the entire new build journey evidenced by measurable improvements in customer satisfaction scores, reduced complaints and increased Net Promoter Scores. The service will support internal teams by taking on the delivery of customer facing touchpoints which will allow Peabody colleagues to focus on their core roles whilst ensuring that the customer experience is elevated, consistent and aligned with Peabody’s organisational values. The specification includes the setup, adaptation, production and installation of all physical and digital customer assets of each new development, taking into consideration the unique nature of the development and tailoring the service accordingly. The service will also include ongoing coordination, monitoring, survey residents to obtain feedback and continuous improvement. |
| Published: | 22/08/2025 11:34 |
View Full Notice
Scope
Description: The contracted service requirement is to create and deliver a satisfying customer journey for new build customers ensuring they feel informed, supported and valued throughout the entire process. The service is to provide end to end implementation and oversight of customer journey touchpoints across new housing developments, ensuring a consistent, high-quality experience for residents across all the various tenures including social rented, shared ownership and market sale. The aim is to deliver an industry-leading customer experience across the entire new build journey evidenced by measurable improvements in customer satisfaction scores, reduced complaints and increased Net Promoter Scores.
The service will support internal teams by taking on the delivery of customer facing touchpoints which will allow Peabody colleagues to focus on their core roles whilst ensuring that the customer experience is elevated, consistent and aligned with Peabody’s organisational values.
The specification includes the setup, adaptation, production and installation of all physical and digital customer assets of each new development, taking into consideration the unique nature of the development and tailoring the service accordingly. The service will also include ongoing coordination, monitoring, survey residents to obtain feedback and continuous improvement.
To view this notice, please click here:
https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=974280554
Total value (estimated):
GBP 500,000 including VAT
Description
Contract dates (estimated)
01/12/2025 to 30/11/2026
CPV Classifications:
72224000 - Project management consultancy services. 73220000 - Development consultancy services. 79000000 - Business services: law, marketing, consulting, recruitment, printing and security. 79410000 - Business and management consultancy services. 79415200 - Design consultancy services. 79416200 - Public relations consultancy services.
Contract can be extended:
Yes
Extension Date:
30/11/2027
Delivery regions:
UK UNITED KINGDOM
Award criteria:
Quality criterion - Name: Criterion 1 / Weighting: 40
Quality criterion - Name: Criterion 2 / Weighting: 60
Legal and financial capacity conditions of participation: See PSQ on Delta
Technical ability conditions of participation: See PSQ on Delta
Submission
Enquiry deadline: 19/09/2025 Time: 23:00Deadline for requests to participate: 26/09/2025 Time: 12:00
Submission address and any special instructions: https://www.delta-esourcing.com/
An electronic auction will be used: No
Languages that may be used for submission: English, Award decision date (estimated): 01/11/2025
Procedure
Procedure type: Competitive flexible procedure
Contracting authority
Peabody Trust, PYJY-3925-DVJD
Minster Court, 45 47 Westminster Bridge Road, London, SE1 7JB, United Kingdom
Tel. 02070214444, Email: damon.pickard@peabody.org.uk
Contact: Damon Pickard
Organisation type: REGIONAL_AUTHORITY
Devolved regulations that apply: None