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Voice of the Customer - Survey Provider

Livv Housing Group

This public procurement record has 1 release in its history.

Planning

04 Aug 2026 at 13:19

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Livv Housing Group is planning to procure Voice of the Customer survey services, classified as survey services (CPV 79311000). The requirement is for transactional customer satisfaction surveys covering a broad range of services and customer interactions. The solution is intended to capture customer feedback and insight, support sentiment analysis, measure and benchmark customer experience, and identify opportunities for service improvement and better customer outcomes. It is also expected to support surveys through multiple communication channels and integration with housing management systems and business intelligence platforms. The work will support Livv Housing Group’s housing services across Knowsley and the wider United Kingdom delivery area. Livv manages approximately 13,000 homes and serves around 20,000 customers across different tenures and housing types.

This procurement is at the preliminary market engagement and planning stage; it is not an invitation to tender. Livv Housing Group intends to use market engagement to inform its future procurement strategy and specification, including delivery models, implementation approaches, innovation and market developments. Expressions of interest are scheduled for 31 August 2026 at 23:59 British Summer Time. The buyer’s current expectation is that a subsequent notice will be issued around 1 November 2026. The planned contract period is 1 March 2027 to 28 February 2029. The procurement is above the relevant threshold and is planned as one lot. The lot is marked as suitable for small and medium-sized enterprises. Participation in the preliminary engagement is voluntary and suppliers will not be compensated for their costs.

The engagement will suit suppliers of customer insight, Voice of the Customer and transactional survey platforms, particularly those serving housing or other customer-facing service organisations. Relevant capability is likely to include designing and delivering customer satisfaction surveys across several communication channels, analysing feedback and sentiment, measuring customer experience, and providing benchmarking or reporting. Suppliers with proven integration expertise for housing management systems and business intelligence platforms should be well placed to contribute. Experience of implementation, service innovation, emerging technologies and different delivery models will help suppliers provide useful market insight. The planned requirement is sized to support insight across approximately 13,000 homes and 20,000 customers, and the single lot is identified as suitable for SMEs. This is preparation for a future procurement, not a contract available to bid for now.

How relevant is this notice?

Notice Information

Notice Title

Voice of the Customer - Survey Provider

Notice Description

Voice of the Customer Services Livv Housing Group is a registered provider of social housing, predominantly in Knowsley, managing approximately 13,000 homes and serving around 20,000 customers across a range of tenures and housing types. Our purpose is to unlock potential and give people and communities opportunities to flourish. As part of our organisational ambition to become an intelligence-led, data-driven organisation, we use customer insight and feedback to understand customer experiences, identify opportunities for service improvement, and support the delivery of excellent customer outcomes. Livv Housing Group currently operates a Voice of the Customer solution that facilitates transactional customer satisfaction surveys across a broad range of services and customer interactions. The existing contract is approaching the end of its term and, prior to commencing a future procurement process, Livv Housing Group wishes to undertake preliminary market engagement to better understand developments in the market, emerging technologies, service innovations and potential delivery models.

Planning Information

PURPOSE OF ENGAGEMENT • Understand the current market for Voice of the Customer and customer insight solutions. • Explore developments in customer feedback, sentiment analysis, customer experience measurement and benchmarking capabilities. • Review available solutions for transactional customer surveys delivered through multiple communication channels. • Understand advances in systems integration, particularly with housing management systems and business intelligence platforms. • Gain insight into market trends, innovation, implementation approaches and best practice. • Inform the development of any future procurement strategy and specification. IMPORTANT INFORMATION This notice is issued solely for preliminary market engagement purposes. It is not a call for competition, does not commit Livv Housing Group to undertake a procurement, participation is voluntary, and suppliers will not be compensated for costs incurred. EXPRESSIONS OF INTEREST Interested suppliers should provide their organisation name, contact details, overview of services and relevant expertise to Kieran.murphy@livvhousinggroup.com and tom.wilde@livvhousinggroup.com. Further details and timescales will be provided to organisations who Livv Housing Group wish to engage with.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06db3d
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/073699-2026
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
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79311000 - Survey services

Notice Value(s)

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

Notice Dates

Publication Date
4 Aug 20262 months ago
Submission Deadline
Not specified
Future Notice Date
1 Nov 20264 weeks to go
Award Date
Not specified
Contract Period
1 Mar 2027 - 28 Feb 2029 2-3 years
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
Livv Housing Group
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
PRESCOT
Postcode
L34 1PJ
Postcode Area
Liverpool
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD7 Merseyside
Small Region (ITL 3)
TLD71 East Merseyside
Delivery Location
TLD North West (England)
Local Authority
Knowsley
Electoral Ward
St Michaels
Westminster Constituency
Knowsley

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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