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Customer Feedback Collection Services

Beyond Housing

This public procurement record has 1 release in its history.

Planning

05 Aug 2026 at 10:51

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Beyond Housing Limited is planning to procure customer feedback collection services for its housing association portfolio of approximately 15,000 properties in the North East of England, including around 10,000 homes in the Redcar area and 5,000 in Scarborough and Whitby. The requirement is intended to combine two existing services into one arrangement: transactional feedback collection across repairs, housing management, complaints, customer contact and wider customer journeys; and Tenant Satisfaction Measures perception surveys. The service is expected to include survey design, sampling, fieldwork, data collection, validation, reporting, dashboards and customer insight. Feedback will support service improvement, performance management, regulatory reporting and strategic decisions. Delivery covers the Redcar, Scarborough and Whitby areas and the wider North East and Yorkshire and Humber regions.

This is a planning-stage market engagement exercise, not an invitation to tender. Beyond Housing expects to take the requirement to market around September or October 2026, with an estimated contract start in June 2027 and mobilisation and handover from March to June 2027. The planned contract period is 16 June 2027 to 15 June 2032. The estimated value is £300,000 excluding VAT, or £360,000 including VAT. The existing transactional feedback contract is due to expire in April 2027 and the existing Tenant Satisfaction Measures survey contract in June 2027. The buyer requested questionnaire responses by 25 August 2026 at noon. Engagement is intended to inform the procurement strategy, contract structure, preferred term, likely bidder interest and value-adding proposals.

The requirement should suit customer experience, market research, social housing survey and customer feedback specialists, including small and medium-sized enterprises. Suppliers will need to provide a customer feedback platform and associated collection services across SMS, email and other digital channels, alongside reporting, dashboards and insight. Experience of delivering Tenant Satisfaction Measures perception surveys will be relevant, including survey design, sampling methodology, telephone and digital fieldwork, data validation and reporting in line with the Regulator of Social Housing’s requirements. Strong customer engagement and the ability to produce reliable, high-quality data will be important. Businesses able to combine transactional feedback and perception surveying into a single service, support operational improvement and offer cost-effective added value should prepare for the planned procurement.

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Notice Information

Notice Title

Customer Feedback Collection Services

Notice Description

Service Overview Beyond Housing Ltd is a Housing Association who have a portfolio of approximately 15,000 properties in the North- East of England. There are three primary geographical areas in which Beyond Housings properties are located with approximately 10,000 houses located in the Redcar (North) area and a further 5,000 houses located in the Scarborough and Whitby areas (South). Beyond Housing places significant importance on listening to customers and using feedback to understand customer experience, measure performance, identify service improvements and meet regulatory requirements. The organisation currently collects customer feedback across a range of customer journeys and service interactions, including repairs, housing management, complaints, customer contact and wider perception-based feedback. Feedback is used to support operational service improvement, performance management, regulatory reporting and strategic decision-making. Beyond Housing is seeking to understand how the market can support both transactional customer feedback collection and Tenant Satisfaction Measures (TSM) perception survey requirements through a future single contract arrangement that delivers high-quality data, strong customer engagement, robust insight and value for money. There are currently two contracts in place: 1. Customer Feedback Collection Platform and Services - This contract provides the organisation's customer feedback management platform and associated survey collection services. The contract supports transactional feedback collection across multiple customer journeys through a mixture of SMS, email and other digital survey methods, alongside reporting, dashboarding and customer insight functionality. The current contract is due to expire in April 2027. 2. Tenant Satisfaction Measures (TSM) Perception Survey Collection Services - This contract provides the annual collection of Tenant Satisfaction Measures (TSM) perception survey data in line with the Regulator of Social Housing's requirements. The service includes survey design, sampling methodology, fieldwork delivery, data collection, validation and reporting. The current methodology is delivered through a mixed-mode approach including telephone and digital survey channels. The current contract is due to expire in June 2027. Beyond Housing is planning on aligning the contract dates, combining the requirements and undertaking one procurement exercise to cover both requirements from June 2027. Procurement Overview Beyond Housing are preparing to go out to the market to procure for Customer Feedback Collection Services around the end of September/October 2026, with a contract start date estimated of June 2027. The timeline incorporates a handover/mobilisation period of March-June 2027. The main purpose of this exercise is to explore the market and understand the volume of potential bidders in the market, preferred term, contract structure, and general interest in the opportunity. Beyond are also looking to understand any value adding suggestions that companies can deliver and how this can be cost effective in a contracted arrangement. The feedback from this exercise will help; * Inform our procurement strategy for this requirement, and * Assist in structuring the contract terms. This is an information gathering exercise only to help us understand what options are available and establish a market appetite. Beyond Housing will not commit to any information provided at this stage. Return Date If you are able to complete the questionnaire as part of our market research activity, please return by Tuesday 25th August at 12noon. The questionnaire can be found at the following url https://forms.cloud.microsoft/e/qyMVqM2adV If you have any issues accessing the questionnaire please contact procurement@beyondhousing.co.uk Please note that all values and dates entered in this notice, at this stage, are estimated- the market engagement may inform the length of the contract and therefore affect dates and contract values.

Planning Information

The market engagement process is via questionnaire (Microsoft Forms) and may involve follow up correspondence/conversations. We request that all questionnaire responses are received no later than 12noon 25th August 2026. Please contact procurement@beyondhousing.co.uk if you are unable to access the questionnaire url https://forms.cloud.microsoft/e/qyMVqM2adV

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06dc13
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/074048-2026
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

79310000 - Market research services

Notice Value(s)

Tender Value
£300,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
5 Aug 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
16 Jun 2027 - 15 Jun 2032 Over 5 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
Beyond Housing
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SCARBOROUGH
Postcode
YO12 7BH
Postcode Area
York
Country
England
Major Region (ITL 1)
TLE Yorkshire and The Humber
Basic Region (ITL 2)
TLE2 North Yorkshire
Small Region (ITL 3)
TLE22 North Yorkshire
Delivery Location
TLC North East (England), TLE Yorkshire and The Humber
Local Authority
North Yorkshire
Electoral Ward
Castle
Westminster Constituency
Scarborough and Whitby

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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