---
title: "Customer views on guaranteed standard scheme (GSS)"
ocid: "ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "O F W A T"
published: "2024-10-29"
---

# Customer views on guaranteed standard scheme (GSS)

Buyer: O F W A T  
Current stage: Award  
OCID: ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315.json)

## Summary

The procurement process, managed by Ofwat, focuses on understanding customer views concerning the Guaranteed Standards Scheme (GSS) in the water and wastewater sectors. The contracting authority for this project is the Department for Environment, Food and Rural Affairs (Defra). The tender, titled "Customer views on guaranteed standard scheme (GSS)", falls under the industry category of 'Customer satisfaction survey' and involves activities to be conducted in England and Wales. The procurement stage is the Award stage, and key dates include the end of the tender period on 15 August 2024, with the contract starting on 16 August 2024 and concluding on 31 October 2024. The procurement method is direct, specifically a single tender action below the threshold, and the total contract value is 36,550 GBP.

This tender offers significant opportunities for Small and Medium-sized Enterprises (SMEs) specialising in market research and customer satisfaction studies. Businesses with experience in customer feedback, particularly within the utilities sector, would be well-suited to compete, as the project aims to gather and analyse views that will inform regulatory responses and recommendations. The involvement in this research by Thinks Insight & Strategy, an SME based in Looe, highlights potential business growth by participating in government consultation projects through direct procurement methods. SMEs looking to expand in the public sector market would find such opportunities beneficial for establishing themselves as key players in delivering valuable insights.

## Notice

Over the coming months, the Department for Environment, Food and Rural Affairs (Defra) will be launching a consultation on payments made under the Guaranteed Standards Scheme (GSS). Water and wastewater customers are entitled to guaranteed minimum standards of services from their water or sewerage company. When companies fail to meet these standards, they are required to make a payment to affected customers, as specified by the GSS This research will need to be completed by early October 2024, in order to inform Ofwat's response to and recommendations for, Defra's consultation.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3693f560-865c-4aa5-92a2-c8184d2dc82a |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Single tender action (below threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Oct 2024 |
| Submission deadline | 15 Aug 2024 |
| Future notice date | Not specified |
| Award date | 9 Aug 2024 |
| Contract period | 15 Aug 2024 - 31 Oct 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £36,550 |
| Lots value | Not specified |
| Awards value | £36,550 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | O F W A T |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B5 4UA |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| 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), TLL Wales |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | THINKS INSIGHT & STRATEGY |

## CPV Codes

### Divisions

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

### Codes

- 79342311 - Customer satisfaction survey

## Release History

- 29 Oct 2024 at 12:55 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/3693f560-865c-4aa5-92a2-c8184d2dc82a

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/3693f560-865c-4aa5-92a2-c8184d2dc82a
  29th October 2024 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-13a65a91-580a-4580-b7ba-29790bcb8315.json.