Tender

Help to Buy Customer Research

HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY)

This public procurement record has 1 release in its history.

Tender

10 Nov 2020 at 12:12

Tender Notice
Summary of the contracting process

The procurement process is being conducted by Homes England (the name adopted by the Homes and Communities Agency) for a project titled "Help to Buy Customer Research." This initiative falls under the industry category of market and economic research, with a focus on surveying services. The contract's procurement method is an open procedure, and the tender is currently in the active stage. Interested parties must submit their proposals by 27 November 2020, for a total contract value of £60,000, covering a contract period from 2 January 2021 to 2 January 2022. The services will primarily be delivered in England, United Kingdom.

This tender presents significant opportunities for businesses engaged in market research and survey services. Firms well-suited for this tender may include small and medium-sized enterprises (SMEs) that specialise in customer satisfaction surveys and market assessments, particularly those with experience in understanding customer journeys and service design. By participating, these businesses can contribute to enhancing citizens' understanding of equity loans while also establishing valuable relationships with a government agency, thereby fostering long-term business growth.

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Notice Information

Notice Title

Help to Buy Customer Research

Notice Description

There are two projects to consider: * Mystery shopping * Baseline Customer Survey Mystery shopping project: Information about the Help to Buy: Equity Loan must be clear, fair and not misleading. We expect customers to have a good understanding of the financial commitment that they are making when they apply for an equity loan. Homebuyers get Help to Buy through our agents and registered homebuilders (who must comply with our advertising requirements). They may also consult a financial advisor or mortgage broker before they apply for the equity loan. This mystery shopping exercise is to understand what information homebuyers are receiving when they enquire about Help to Buy. Is the information they are receiving consistent, accurate and complying with our advertising requirements? What information are homebuyers receiving about the new Help to Buy scheme which starts in April 2021. Is the information homebuyers are receiving helping them to make an informed choice to apply for an equity loan? Baseline Customer Survey project: To find out how satisfied customers are with Help to Buy services at different stages in the equity loan lifecycle, with a focus on customers after their first year anniversary to 7 years. How are they managing their equity loan account, what changes have they made, when do they intend to repay the loan, and what difficulties they may have encountered. This insight will inform the service design and customer communications, identify gaps in the end to end customer journey, and provide a benchmark for our Net Promoter Score across the whole customer base. This is to make sure that we continue to improve customer's understanding of how to make changes to their loan account. This survey will set a baseline for the current customer base. Some sections of this survey will be repeated each year to identify sentiment, trends and service improvement.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8e6bc8df-d0d1-4047-9f16-8c821a980945
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79300000 - Market and economic research; polling and statistics

79310000 - Market research services

79311000 - Survey services

Notice Value(s)

Tender Value
£60,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
10 Nov 20205 years ago
Submission Deadline
27 Nov 2020Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
2 Jan 2021 - 2 Jan 2022 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY)
Contact Name
David Minto
Contact Email
david.minto@homesengland.gov.uk
Contact Phone
03001234500

Buyer Location

Locality
GATESHEAD
Postcode
NE11 0NA
Post Town
Newcastle upon Tyne
Country
England
Major Region (ITL 1)
TLC North East (England)
Basic Region (ITL 2)
TLC4 Northumberland, Durham and Tyne & Wear
Small Region (ITL 3)
TLC43 Tyneside
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Gateshead
Electoral Ward
Lobley Hill and Bensham
Westminster Constituency
Gateshead Central and Whickham

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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