---
title: "Complaints Fatigue"
ocid: "ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "CONSUMER COUNCIL FOR WATER"
published: "2021-01-22"
---

# Complaints Fatigue

Buyer: CONSUMER COUNCIL FOR WATER  
Current stage: Tender  
OCID: ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0

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## Summary

The Consumer Council for Water is seeking a market research agency to conduct surveys and interviews focused on customer complaints within the water distribution sector. This tender, titled "Complaints Fatigue," is currently active and was published on 22 January 2021. The procurement is in the tender stage, with a submission deadline of 26 February 2021. The contract is anticipated to commence on 15 March 2021 and run until 31 May 2021. The procurement method is limited, involving competitive quotations below a specified threshold, and is classified under water distribution and related services, with a value of £1.

This tender presents an opportunity for businesses specialising in market research and customer insights, particularly those with experience in the water industry. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are well-suited to participate in this competitive process. Companies that can effectively analyse customer feedback and complaints will find this contract particularly relevant for expanding their portfolio and enhancing their service offerings in this sector.

## Notice

CCW wishes to appoint a market research agency to conduct two surveys and follow-up depth interviews The research would comprise interviews with respondents from one of the first two surveys. 1. an online survey emailed out by water companies to customers who complained to them, and did not contact them again after the water company's response (Stage 1 complaints) or who did re-contact their company about their Stage 1 response and received a follow up reply from the company (Stage 2 response), but did not make further contact after that. We want to understand why customers, who say they were dissatisfied with the first or second responses to their complaint, did not escalate their complaint further to the company or come to CCW. 2. a telephone survey, to get a representative sample of water bill-payers in England and Wales, asking a handful of questions to find out if they feel they have had reason to complain to their water and sewerage company, but have not done so, and why this is 3. Depth interviews with a selection of respondents to the online survey who feel their complaint was not resolved by their water company's response, but who did not contact their company again to follow up. Additional information: Documents are available via the Bravo Solutions e-tendering platform. URL given below. All bids and communications must be submitted through this portal.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/35879123-d1ad-4d8b-a806-4f956a8f1937 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Competitive quotation (below threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 22 Jan 2021 |
| Submission deadline | 26 Feb 2021 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 15 Mar 2021 - 31 May 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1 |
| 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 | CONSUMER COUNCIL FOR WATER |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B2 4AJ |
| 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), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales |

## CPV Codes

### Divisions

- 65 - Public utilities

### Codes

- 65100000 - Water distribution and related services

## Release History

- 22 Jan 2021 at 13:47 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/35879123-d1ad-4d8b-a806-4f956a8f1937

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/35879123-d1ad-4d8b-a806-4f956a8f1937
  22nd January 2021 - Opportunity notice on Contracts Finder
- https://public.bravosolution.co.uk/consumer-council-water
  Link to eSourcing Portal

## Notice URLs

- https://www.ccwater.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-a4a1c98f-7283-4014-b83a-fcac13dc46a0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-a4a1c98f-7283-4014-b83a-fcac13dc46a0.json.