--- title: "Help to Buy Customer Research" ocid: "ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4.json" source: "Contracts Finder" current_stage: "Tender" buyer: "HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY)" published: "2020-11-10" --- # Help to Buy Customer Research Buyer: HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY) Current stage: Tender OCID: ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4.json) ## Summary The procurement process is being conducted by Homes England (the name adopted by the Homes and Communities Agency) for a project titled "Help to Buy Customer Research." This initiative falls under the industry category of market and economic research, with a focus on surveying services. The contract's procurement method is an open procedure, and the tender is currently in the active stage. Interested parties must submit their proposals by 27 November 2020, for a total contract value of £60,000, covering a contract period from 2 January 2021 to 2 January 2022. The services will primarily be delivered in England, United Kingdom. This tender presents significant opportunities for businesses engaged in market research and survey services. Firms well-suited for this tender may include small and medium-sized enterprises (SMEs) that specialise in customer satisfaction surveys and market assessments, particularly those with experience in understanding customer journeys and service design. By participating, these businesses can contribute to enhancing citizens' understanding of equity loans while also establishing valuable relationships with a government agency, thereby fostering long-term business growth. ## Notice There are two projects to consider: * Mystery shopping * Baseline Customer Survey Mystery shopping project: Information about the Help to Buy: Equity Loan must be clear, fair and not misleading. We expect customers to have a good understanding of the financial commitment that they are making when they apply for an equity loan. Homebuyers get Help to Buy through our agents and registered homebuilders (who must comply with our advertising requirements). They may also consult a financial advisor or mortgage broker before they apply for the equity loan. This mystery shopping exercise is to understand what information homebuyers are receiving when they enquire about Help to Buy. Is the information they are receiving consistent, accurate and complying with our advertising requirements? What information are homebuyers receiving about the new Help to Buy scheme which starts in April 2021. Is the information homebuyers are receiving helping them to make an informed choice to apply for an equity loan? Baseline Customer Survey project: To find out how satisfied customers are with Help to Buy services at different stages in the equity loan lifecycle, with a focus on customers after their first year anniversary to 7 years. How are they managing their equity loan account, what changes have they made, when do they intend to repay the loan, and what difficulties they may have encountered. This insight will inform the service design and customer communications, identify gaps in the end to end customer journey, and provide a benchmark for our Net Promoter Score across the whole customer base. This is to make sure that we continue to improve customer's understanding of how to make changes to their loan account. This survey will set a baseline for the current customer base. Some sections of this survey will be repeated each year to identify sentiment, trends and service improvement. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8e6bc8df-d0d1-4047-9f16-8c821a980945 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 10 Nov 2020 | | Submission deadline | 27 Nov 2020 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 2 Jan 2021 - 2 Jan 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £60,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | HOMES ENGLAND (THE NAME ADOPTED BY THE HOMES AND COMMUNITIES AGENCY) | | Locality | GATESHEAD | | Post town | Newcastle upon Tyne | | Postcode | NE11 0NA | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC43 Tyneside | | Local authority | Gateshead | | Electoral ward | Lobley Hill and Bensham | | Westminster constituency | Gateshead Central and Whickham | | 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) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79300000 - Market and economic research; polling and statistics - 79310000 - Market research services - 79311000 - Survey services ## Release History - 10 Nov 2020 at 12:12 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8e6bc8df-d0d1-4047-9f16-8c821a980945 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8e6bc8df-d0d1-4047-9f16-8c821a980945 10th November 2020 - Opportunity notice on Contracts Finder ## Notice URLs - https://www.gov.uk/government/organisations/homes-england ## 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-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1de520e0-b122-461e-9068-2e28edd9f2d4.json.