Notice Information
Notice Title
00534-CS - Transactional Customer Feedback
Notice Description
Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback. Programme Objectives *Capture real-time feedback across a wide range of customer journeys *Improve service delivery and reduce customer effort *Enable a robust loop-closing process to resolve issues quickly *Provide actionable insight through AI-driven analysis and dashboards *Support a flexible, scalable model that evolves with organisational needs. Scope of Services The programme will initially cover the following customer journeys/transactions: *Responsive repairs (raising and completion) *Cyclical checks (completion) *Planned capital investment/maintenance/retrofit (completion) *Grounds maintenance (completion) *Complaints (raising and completion) *ASB (raising, mid-journey and completion) *Disruptive behaviour (raising, mid-journey and completion) *Customer service centre contact (post-contact) *Lettings & marketing - new lets and relets (application, sign-up and move-in) *Shared ownership sales (appointment/visit, reservation and move-in) *Mutual exchange (application, sign-up and move-in) *Tenancy termination (completion) *Housing operations (raising and completion). Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair. The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities. Additionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=992131732
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-0564b9
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/071128-2025
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- UK7 - Contract Details Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Open procedure
- Tender Suitability
- SME
- Awardee Scale
- SME
Common Procurement Vocabulary (CPV)
- CPV Divisions
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
79311000 - Survey services
79311100 - Survey design services
79311200 - Survey conduction services
79311210 - Telephone survey services
79311300 - Survey analysis services
79342310 - Customer survey services
79342311 - Customer satisfaction survey
Notice Value(s)
- Tender Value
- £240,000 £100K-£500K
- Lots Value
- £240,000 £100K-£500K
- Awards Value
- £240,000 £100K-£500K
- Contracts Value
- £200,000 £100K-£500K
Notice Dates
- Publication Date
- 5 Nov 20253 months ago
- Submission Deadline
- 22 Aug 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 25 Sep 20255 months ago
- Contract Period
- 7 Nov 2025 - 6 Nov 2027 1-2 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Complete
- Awards Status
- Active
- Contracts Status
- Active
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- STONEWATER LTD
- Contact Name
- Donna Monro
- Contact Email
- donna.monro@stonewater.org
- Contact Phone
- 07741703695
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
-
https://www.find-tender.service.gov.uk/Notice/071128-2025
5th November 2025 - Contract details notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/060089-2025
26th September 2025 - Contract award notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/042435-2025
23rd July 2025 - Tender notice on Find a Tender
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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