{ "tag": [ "compiled" ], "id": "ocds-h6vhtk-0564b9-2025-11-05T10:05:51Z", "date": "2025-11-05T10:05:51Z", "ocid": "ocds-h6vhtk-0564b9", "initiationType": "tender", "parties": [ { "id": "GB-PPON-PVMT-4274-HPBN", "name": "Stonewater Ltd", "identifier": { "scheme": "GB-PPON", "id": "PVMT-4274-HPBN" }, "address": { "streetAddress": "Suite C Lancaster House, Grange Business Park", "locality": "Leicester", "postalCode": "LE8 6EP", "country": "GB", "countryName": "United Kingdom", "region": "UKF22" }, "contactPoint": { "name": "Donna Monro", "email": "donna.monro@stonewater.org", "telephone": "07741703695" }, "roles": [ "buyer" ], "details": { "classifications": [ { "scheme": "UK_CA_TYPE", "id": "publicUndertaking", "description": "Public undertaking" } ] } }, { "id": "GB-COH-03537670", "name": "IN-HOUSE RESEARCH LIMITED", "identifier": { "scheme": "GB-COH", "id": "03537670" }, "address": { "streetAddress": "Unit 5 Coped Hall Business Park", "locality": "Swindon", "postalCode": "SN4 8DP", "country": "GB", "countryName": "United Kingdom", "region": "UKK15" }, "contactPoint": { "email": "info@inhouse.uk.net" }, "roles": [ "supplier" ], "details": { "scale": "sme", "vcse": false, "publicServiceMissionOrganization": false, "shelteredWorkshop": false } } ], "buyer": { "id": "GB-PPON-PVMT-4274-HPBN", "name": "Stonewater Ltd" }, "tender": { "id": "00534-CS", "legalBasis": { "id": "2023/54", "scheme": "UKPGA", "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents" }, "title": "00534-CS - Transactional Customer Feedback", "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. 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