Notice Information
Notice Title
Customer Feedback Programme Provider
Notice Description
Stonewater is an ambitious social housing provider, with a mission to deliver good quality affordable homes to people who need them most. We manage around 32,000 homes in England for over 65,000 customers, including affordable properties for general rent, shared ownership and sale, alongside specialist accommodation such as retirement and supported living schemes for older and vulnerable people, Foyers and women's refuges. Our bold house-building programme of 2,800 new homes by 2022 is driven by our vision of everyone having the opportunity to have a place they can call home. We plough our surplus into building more homes, improving our existing housing stock and investing in our customer services. We have over 600 employees and our values focus on being ethical, ambitious, passionate, agile and commercial. Our mission is for everyone to have the opportunity to have a place to call home, which we aim to deliver through providing quality housing and services, setting ourselves high standards, focussing on delivery and sustainability and, achieving these aims through effective partnerships both internally and with external organisations. Stonewater wants to develop such a partnership with a supplier who will enable us to deliver our values to our customers and colleagues. Focussing on the customer and demonstrating excellent and efficient investment of resources to deliver both value for money and a continuously improving service, allowing us to effectively use our resources and maximising our income to achieve our strategic plan objectives. Stonewater wants to access and utilise high quality customer insight. Our current survey programme utilises a series of telephone surveys to obtain feedback on a number of transactional service areas as close to the point of experience as possible. This approach developed several years ago covers the following service areas: * Responsive Repairs * Planned Maintenance * Anti-Social Behaviour * Complaints * New Lettings and Shared Ownership Sales * Contact Centre * Estate Services In addition to a transactional survey programme, Stonewater require the ability and flexibility to create a perception or relational survey to gain further insight periodically from our customers. To deliver this survey we require the flexibility to swap out questions around a core set of standard questions allowing the tracking of trends over time. We want the same system to deliver both the transactional and perception survey programmes allowing analysis and causation to be established between our transactional and perception surveys. Stonewater wants to bring its approach to gathering and using customer insight in line with our business objectives around digital transformation and communication and customer satisfaction. However, to achieve this we recognise a step change in our approach is required. Our proposal is to introduce a new system for the service areas identified above from 1st April 2020. Additional information: The requirement was awarded by using the G-Cloud 11 Framework and the processes prescribed for the service by the Crown Commercial Services (CCS).
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-b5fd17-27c454ae-a24f-4682-a1d7-385acaaf7e55
- Publication Source
- Contracts Finder
- Latest Notice
- https://www.contractsfinder.service.gov.uk/Notice/a0435e6f-6e54-4b53-b7bd-ab7ed8709fdd
- Current Stage
- Award
- All Stages
- Award
Procurement Classification
- Notice Type
- Award Notice
- Procurement Type
- Framework
- Procurement Category
- Services
- Procurement Method
- Selective
- Procurement Method Details
- Call-off from a framework agreement
- Tender Suitability
- Not specified
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
79342310 - Customer survey services
79342311 - Customer satisfaction survey
Notice Value(s)
- Tender Value
- £188,890 £100K-£500K
- Lots Value
- Not specified
- Awards Value
- £188,890 £100K-£500K
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 9 Jan 20206 years ago
- Submission Deadline
- 3 Jan 2020Expired
- Future Notice Date
- Not specified
- Award Date
- 9 Jan 20206 years ago
- Contract Period
- 31 Mar 2020 - 1 Apr 2022 2-3 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Not Specified
- Awards Status
- Active
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- STONEWATER LIMITED
- Contact Name
- Available with D3 Tenders Premium →
- Contact Email
- Available with D3 Tenders Premium →
- Contact Phone
- Available with D3 Tenders Premium →
Buyer Location
- Locality
- LEICESTER
- Postcode
- LE8 6EP
- Post Town
- Leicester
- Country
- England
-
- Major Region (ITL 1)
- TLF East Midlands (England)
- Basic Region (ITL 2)
- TLF2 Leicestershire, Rutland and Northamptonshire
- Small Region (ITL 3)
- TLF22 Leicestershire CC and Rutland
- Delivery Location
- Not specified
-
- Local Authority
- Blaby
- Electoral Ward
- North Whetstone
- Westminster Constituency
- South Leicestershire
Further Information
Notice Documents
-
https://www.contractsfinder.service.gov.uk/Notice/a0435e6f-6e54-4b53-b7bd-ab7ed8709fdd
9th January 2020 - Awarded contract notice on Contracts Finder
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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