---
title: "Ofwat and Consumer Council for Water Customer research on sewage in homes in England and Wales"
ocid: "ocds-b5fd17-6fe70959-0b87-41da-b23a-af7ce80fe86e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6fe70959-0b87-41da-b23a-af7ce80fe86e"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6fe70959-0b87-41da-b23a-af7ce80fe86e.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-6fe70959-0b87-41da-b23a-af7ce80fe86e.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "O F W A T"
published: "2022-10-06"
---

# Ofwat and Consumer Council for Water Customer research on sewage in homes in England and Wales

Buyer: O F W A T  
Current stage: Award  
OCID: ocds-b5fd17-6fe70959-0b87-41da-b23a-af7ce80fe86e

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## Summary

The award has been made for the procurement titled "Ofwat and Consumer Council for Water Customer research on sewage in homes in England and Wales". The buying organisation, Ofwat, in collaboration with the Consumer Council for Water, aims to understand customers' experiences of sewer flooding incidents. The procurement method used was selective, involving a call-off from a dynamic purchasing system. The contract value is £54,500 GBP, and the contract period runs from 20th December 2021 to 31st March 2022.

This tender presents an opportunity for businesses in the market research services industry to engage with Ofwat and CCW to conduct qualitative research on sewer flooding incidents. Small and medium-sized enterprises (SMEs) that specialise in market research are well-suited to compete for this contract. Businesses located in the West Midlands and London regions of the United Kingdom would find this tender particularly relevant. The contract was awarded to BritainThinks (CM Monitor) Ltd, demonstrating a chance for similar service providers to engage in future collaborations with public sector organisations like Ofwat.

## Notice

Ofwat and CCW are working together on this project to gain a better understanding of customers' experiences of sewer flooding in homes and/or gardens. Regulation of this focuses primarily on preventing sewer flooding from taking place. But it is also important to understand the service customers receive when it does occur. This contract is for qualitative research with household water customers who have experienced sewer flooding. The objectives of the research are: * Set out the range of experiences household customers face when they experience a sewer flooding incident - covering short, medium and longer term (depending on length of time between incident and interview). * Examine the responses of wastewater companies to sewer flooding incidents, looking at differences by type of sewer flooding incident and across companies. * Understand the responses of other companies to sewer flooding incidents (e.g. insurance companies) and the role of wastewater companies in this context. * Consider the levels of customer satisfaction in relation to company responses to sewer flooding incidents, and the reasons for this. * Identify good and bad practice. Approach: We expect the research to include: 1. Depth interviews with customers who have experienced sewer flooding in their home. * These interviews may be one-to-one depths or paired depths - depending on the circumstances and preferences of the household. * The interviews may be online or by telephone. * The interviews should include people with a mix of sewer flooding experiences (such as internal/external, single incident/multiple incident, mix of severity). 2. Online focus groups with some of the participants in the depth interviews: bringing together participants to consider good practice. Scope: The research must consider: * The human impact of sewer flooding on the household: what happened, the scale of the incident, the disruption caused, the impact on individuals in the household. * Response of, and interaction with, companies: which companies were involved in the incident; what was the role of the wastewater company, including: o How responsive was the company o What did the company do / what was the quality of the clean up o How well did the company communicate at different stages (e.g. when the incident first happened, and longer-term). * Whether the sewer flooding has been resolved, including measures that have been put in place to prevent repeat episodes, concerns that repeat incidences may take place. * The cost of sewer flooding incidents, including: who covered the costs (e.g. insurance); was any compensation received from the wastewater company; what was the financial costs for the household. * Overall, level of satisfaction with companies' responses to incidents and an understanding of what good practice looks like for such incidents. It should also consider any further relevant areas that will help Ofwat and CCW achieve our objectives. Apply using MyTenders portal.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/496dc99f-29f8-4761-ac2b-bd54b3a16957 |
| Notice type | Award Notice |
| Procurement type | Dynamic |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a dynamic purchasing system |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Oct 2022 |
| Submission deadline | 10 Dec 2021 |
| Future notice date | Not specified |
| Award date | 4 Jan 2022 |
| Contract period | 5 Jan 2022 - 31 Mar 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £54,500 |
| Lots value | Not specified |
| Awards value | £54,500 |
| 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 | TLG West Midlands (England), TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BRITAINTHINKS (CM MONITOR |

## CPV Codes

### Divisions

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

### Codes

- 79310000 - Market research services

## Release History

- 6 Oct 2022 at 13:23 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/496dc99f-29f8-4761-ac2b-bd54b3a16957

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/496dc99f-29f8-4761-ac2b-bd54b3a16957
  6th October 2022 - Awarded contract notice on Contracts Finder

## Provenance

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