Planning

00534-CS - Transactional Customer Feedback

STONEWATER LTD

This public procurement record has 1 release in its history.

Planning

28 Apr 2025 at 15:05

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Stonewater Ltd, a major social housing provider in the United Kingdom, has initiated a procurement process for a project titled "00534-CS – Transactional Customer Feedback" under the services category. The objective is to develop a mechanism to gather customer feedback across various transactions, such as responsive repairs, lettings, and customer service interactions. Currently, the procurement is in the planning stage and involves a pre-market engagement exercise scheduled to conclude by 9th May 2025. The procurement covers regions including UKG, UKF, UKH, UKK, UKJ, UKC, and UKD, with a contract period anticipated from 1st April 2026 to 31st March 2027.

This procurement represents an exciting opportunity for businesses specialising in research and development services, particularly those focused on customer experience and feedback solutions. Companies experienced in designing and executing feedback mechanisms will find this project well-suited to their expertise. Engaging in this procurement can lead to growth by tapping into Stonewater's extensive housing network, serving over 93,000 customers. With the opportunity for further service integration, businesses can expand their portfolio while contributing to improved service delivery in the social housing sector.

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Notice Information

Notice Title

00534-CS - Transactional Customer Feedback

Notice Description

Stonewater is one of the UK's largest social housing providers, dedicated to creating places that people can truly call home. With 40,000 homes, we proudly serve more than 93,000 customers from diverse backgrounds across the country. With an annual turnover of PS239 million and PS2.4 billion in fixed assets, Stonewater holds a strong credit rating from S&P Global Ratings and maintains top G1/V1 rankings for governance and viability. If you would like to know more about Stonewater, please visit our website: www.stonewater.org Stonewater Group has identified the need for a robust feedback mechanism to better understand customer experiences and identify areas for improvement. This program will help us collect valuable insights directly from customers at the point of transaction. The programme should cover the following customer transactions/journeys: Responsive repairs Cyclical checks Planned capital investment/maintenance Grounds maintenance Complaints ASB Customer service centre contact Lettings Shared ownership sales Mutual exchange Tenancy termination Housing operations. In addition, other transactions may be introduced including digital engagement (website and customer portal) where a "pop-up" survey would be required. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=945276918

Planning Information

Prior to initiating the procurement, Stonewater wishes to explore the level of market interest in the forthcoming procurement process. This PME does not form part of a formal procurement process at this stage. The purpose of this pre-market engagement is to; Develop the requirements and approach to the procurement. Design the procedure, conditions of participation or award criteria. Identifying suppliers that may be able to supply the goods, services or works required. Understand the costings. Stonewater anticipates suppliers providing demonstrations of their solutions. Any submission received in response to this exercise will not constitute any contractual agreement between the respondent and Stonewater The receipt of a response does not automatically include the respondent in the procurement process. A Tender Notice will be issued to the market which will provide details of how the relating procurement documentation can be accessed and timescales for submission of the said tender response. Interested parties shall bear their own costs of participation in this Market Engagement of whatever nature. Stonewater shall not be liable for the costs, expenses or losses howsoever arising (including, without limitation, any loss of profit or other economic loss incurred), regardless of the outcome of the Market Engagement. Please contact Donna Monro if you would like to be part of the PME. donna.monro@stonewater.org

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05089a
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/017396-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73300000 - Design and execution of research and development

Notice Value(s)

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

Notice Dates

Publication Date
28 Apr 202510 months ago
Submission Deadline
Not specified
Future Notice Date
9 May 2025Expired
Award Date
Not specified
Contract Period
1 Apr 2026 - 31 Mar 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
STONEWATER LTD
Contact Name
Donna Monro
Contact Email
donna.monro@stonewater.org
Contact Phone
Not specified

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
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
Blaby
Electoral Ward
North Whetstone
Westminster Constituency
South Leicestershire

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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