Tender

Consultant Support for the Review of Customer Experience

SUTTON HOUSING PARTNERSHIP

This public procurement record has 3 releases in its history.

Tender

23 Dec 2022 at 12:07

Tender Notice
Tender

23 Dec 2022 at 12:07

Tender Notice
Tender

13 Dec 2022 at 17:03

Tender Notice
Summary of the contracting process

The Sutton Housing Partnership (SHP), an Arm's Length Management Organisation (ALMO) in Sutton, is seeking a consultant to review customer experiences and journey to enhance operations and comply with standards. The procurement method is an open procedure with a tender period ending on January 6, 2023. The contract period spans from January 17 to April 24, 2023. The procurement falls under the main category of services in the business and management consultancy sector.

This tender from Sutton Housing Partnership offers an opportunity for businesses in the consultancy services sector to engage in a comprehensive review of customer experiences and service models. Small and medium-sized enterprises (SMEs) would find this tender particularly suited for exploring business growth avenues. The tender focuses on enhancing customer satisfaction, recommending service improvements and providing learning and development opportunities for customer-facing staff.

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Notice Information

Notice Title

Consultant Support for the Review of Customer Experience

Notice Description

Sutton Housing Partnership (SHP) is an Arm's Length Management Organisation (ALMO) providing a repairs and maintenance service to residents living in 7,500 homes in the Borough, with a portfolio ranging from high rise estates, small residential blocks and street properties. It is a high performing ALMO with aspirations to be the best and deliver outstanding services to each and every resident. SHP wishes to contract with a company who will be able to deliver: - A review of the customer experience and journey of our residents to support the future operations delivery model and compliance with the Regulator for Social Housing Consumer Standards, tenant satisfaction and perception measures from April 2023 - To undertake a review of all the access points into SHP, and to provide options for the future service delivery model for customer services with a summary of each explaining the benefits and implications. These should include high level costs versus the current operating model. - To review all the transactional hand-offs for enquiries and impact on the customer journey and make recommendations to reduce hand-offs and costs with the aim of achieving 80% completion of enquiry at first contact - A high-level review of the current CRM module implementation in NEC [Northgate Housing Management System] 1 year after implementation to provide assurance the CRM system is being utilised to its full potential - Review current customer satisfaction measures, collation of feedback using existing technology and capability of the website and to recommend a performance management framework - Provide recommendations for customer service learning and development for all front line and back office colleagues - Engage with service users for their feedback of their experience of the SHP service - Provide a report of recommended actions and an implementation plan for short, medium and long term improvements - Provide a summary of the support provided for implementation of the recommendations. https://www.londontenders.org/ Reference DN646958

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8839cd71-4a3d-4e2c-9ecf-9f2475b7bb2d
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

79400000 - Business and management consultancy and related services

79410000 - Business and management consultancy services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
23 Dec 20223 years ago
Submission Deadline
6 Jan 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
17 Jan 2023 - 24 Apr 2023 1-6 months
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
SUTTON HOUSING PARTNERSHIP
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SUTTON
Postcode
SM1 4LE
Post Town
Sutton
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI6 Outer London - South
Small Region (ITL 3)
TLI63 Merton, Kingston upon Thames and Sutton
Delivery Location
TLI London
Local Authority
Sutton
Electoral Ward
Sutton Central
Westminster Constituency
Sutton and Cheam

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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