--- title: "Consultant Support for the Review of Customer Experience" ocid: "ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f.json" source: "Contracts Finder" current_stage: "Tender" buyer: "SUTTON HOUSING PARTNERSHIP" published: "2022-12-23" --- # Consultant Support for the Review of Customer Experience Buyer: SUTTON HOUSING PARTNERSHIP Current stage: Tender OCID: ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f.json) ## Summary The Sutton Housing Partnership (SHP), an Arm's Length Management Organisation (ALMO) in Sutton, is seeking a consultant to review customer experiences and journey to enhance operations and comply with standards. The procurement method is an open procedure with a tender period ending on January 6, 2023. The contract period spans from January 17 to April 24, 2023. The procurement falls under the main category of services in the business and management consultancy sector. This tender from Sutton Housing Partnership offers an opportunity for businesses in the consultancy services sector to engage in a comprehensive review of customer experiences and service models. Small and medium-sized enterprises (SMEs) would find this tender particularly suited for exploring business growth avenues. The tender focuses on enhancing customer satisfaction, recommending service improvements and providing learning and development opportunities for customer-facing staff. ## Notice Sutton Housing Partnership (SHP) is an Arm's Length Management Organisation (ALMO) providing a repairs and maintenance service to residents living in 7,500 homes in the Borough, with a portfolio ranging from high rise estates, small residential blocks and street properties. It is a high performing ALMO with aspirations to be the best and deliver outstanding services to each and every resident. SHP wishes to contract with a company who will be able to deliver: - A review of the customer experience and journey of our residents to support the future operations delivery model and compliance with the Regulator for Social Housing Consumer Standards, tenant satisfaction and perception measures from April 2023 - To undertake a review of all the access points into SHP, and to provide options for the future service delivery model for customer services with a summary of each explaining the benefits and implications. These should include high level costs versus the current operating model. - To review all the transactional hand-offs for enquiries and impact on the customer journey and make recommendations to reduce hand-offs and costs with the aim of achieving 80% completion of enquiry at first contact - A high-level review of the current CRM module implementation in NEC [Northgate Housing Management System] 1 year after implementation to provide assurance the CRM system is being utilised to its full potential - Review current customer satisfaction measures, collation of feedback using existing technology and capability of the website and to recommend a performance management framework - Provide recommendations for customer service learning and development for all front line and back office colleagues - Engage with service users for their feedback of their experience of the SHP service - Provide a report of recommended actions and an implementation plan for short, medium and long term improvements - Provide a summary of the support provided for implementation of the recommendations. https://www.londontenders.org/ Reference DN646958 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8839cd71-4a3d-4e2c-9ecf-9f2475b7bb2d | | 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 | 23 Dec 2022 | | Submission deadline | 6 Jan 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 17 Jan 2023 - 24 Apr 2023 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | 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 | SUTTON HOUSING PARTNERSHIP | | Locality | SUTTON | | Post town | Sutton | | Postcode | SM1 4LE | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI6 Outer London - South | | ITL 3 | TLI63 Merton, Kingston upon Thames and Sutton | | Local authority | Sutton | | Electoral ward | Sutton Central | | Westminster constituency | Sutton and Cheam | | Delivery location | TLI London | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79400000 - Business and management consultancy and related services - 79410000 - Business and management consultancy services ## Release History - 23 Dec 2022 at 12:07 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8839cd71-4a3d-4e2c-9ecf-9f2475b7bb2d - 23 Dec 2022 at 12:07 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/780ecb07-fd69-410d-bcc1-c9f72184a096 - 13 Dec 2022 at 17:03 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f8bca64a-de55-4d42-9b24-961870ae6e03 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8839cd71-4a3d-4e2c-9ecf-9f2475b7bb2d 23rd December 2022 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/780ecb07-fd69-410d-bcc1-c9f72184a096 23rd December 2022 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/f8bca64a-de55-4d42-9b24-961870ae6e03 13th December 2022 - Opportunity notice on Contracts Finder ## Notice URLs - https://www.londontenders.org/ - https://www.suttonhousingpartnership.org.uk/ ## 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-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-883a4362-a910-4aa9-9eb7-c1e6c184af3f.json.