---
title: "THH-C-010 Provision of Resident Satisfaction Survey Programme"
ocid: "ocds-h6vhtk-0398c4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0398c4"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0398c4.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0398c4.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "TOWER HAMLETS"
published: "2023-08-16"
---

# THH-C-010 Provision of Resident Satisfaction Survey Programme

Buyer: TOWER HAMLETS  
Current stage: Award  
OCID: ocds-h6vhtk-0398c4

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## Summary

The procurement process for the "Provision of Resident Satisfaction Survey Programme" is being carried out by Tower Hamlets Homes Limited. This contract falls under the services category and is in the award stage. The opportunity is located in London, UK, and the key deadline for this tender was on 7th June 2023. Tower Hamlets Homes is seeking a supplier to conduct resident surveys, focusing on performance indicators in a diverse environment.

This tender provides growth opportunities for businesses experienced in conducting large-scale survey programmes, especially within the social housing sector. Companies with recent experience in running satisfaction surveys within culturally diverse settings are well-suited to compete. The procurement method used is an open procedure, and the awarded contract, valued at £351,546 GBP, was signed on 7th June 2023. Kwest Research Limited is the current active supplier for this contract.

## Notice

Tower Hamlets Homes Limited ("THH") is inviting tenders from suitably experienced and qualified suppliers to undertake a programme of resident surveys, which forms our performance against key indicators within a demographically challenging environment. Experience with large scale survey programmes within the social housing field is essential. Recent experience with conducting satisfaction surveys via a variety of methods in an inner city culturally diverse environment is desirable. Experience with running a pilot of the Tenant Satisfaction measures is desirable.

### Lot Information

Lot 1

Tower Hamlets Homes [THH] is an Arm's Length Management Organisation [ALMO] set up by the London Borough of Tower Hamlets in July 2008 to provide housing services for approximately 21,500 homes. Of these 11,600 are currently tenanted properties and 9,900 are leasehold. Tower Hamlets is one of the most ethnically diverse areas in the country. A high number of residents have young families and the number of households who have support needs is also relatively high. THH has had a survey programme in place since 2009. This is designed to underpin service improvement with direct feedback from residents about the services THH delivers, and to enable THH to fulfil the information requirements of central government and the Council. THH is seeking a Supplier to undertake surveys within a demographically challenging environment. Experience with large scale survey programmes within the social housing field is essential. Recent experience with conducting satisfaction surveys via a variety of methods in an inner city culturally diverse environment is desirable. Experience with running a pilot of the Tenant Satisfaction measures is desirable. In November 2020, the government published its Social Housing White Paper, setting out plans for a new consumer regulation regime. One element was the requirement that the Regulator of Social Housing develop clear and comparable tenant satisfaction measures. The measures will enable tenants to see how well landlords are performing and will give the Regulator information around which landlords need to make improvement. The new tenant satisfaction measures come into effect in April 2023. The government is proposing 22 tenant satisfaction measures, covering five main themes. Ten of these would be measured by landlords directly, and 12 by landlords carrying out tenant perception surveys. As a larger social landlord, managing over 1,000 homes, THH must carry out the survey annually and can use sampling to reach the required number of achieved responses. The Supplier must set out the survey methodology ensuring via random selection and weighting that the responses are reflective of the demographic make- up of the borough, the stock managed and the residents THH serves.

Renewal: Initial contract duration of 24 months with an option to extend for further 2 years, giving a maximum contract duration of 4 years (2+1+1), subject to satisfactory performance.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/023966-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Aug 2023 |
| Submission deadline | 24 Feb 2023 |
| Future notice date | Not specified |
| Award date | 6 Jun 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £500,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £351,546 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TOWER HAMLETS |
| Additional buyers | TOWER HAMLETS HOMES |
| Locality | LONDON |
| Post town | East London |
| Postcode | E14 9NN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI42 Tower Hamlets |
| Local authority | Tower Hamlets |
| Electoral ward | Poplar |
| Westminster constituency | Poplar and Limehouse |
| Delivery location | TLI42 Tower Hamlets |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | KWEST RESEARCH |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security
- 98 - Other community, social and personal services

### Codes

- 79311200 - Survey conduction services
- 79311210 - Telephone survey services
- 79311300 - Survey analysis services
- 79330000 - Statistical services
- 79342310 - Customer survey services
- 79342311 - Customer satisfaction survey
- 98110000 - Services furnished by business, professional and specialist organisations

## Release History

- 16 Aug 2023 at 07:09 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023966-2023
- 19 Jan 2023 at 11:14 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/001652-2023

## Notice URLs

- http://www.towerhamlets.gov.uk
- https://procontract.due-north.com/Home/About
- https://www.towerhamletshomes.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-h6vhtk-0398c4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0398c4.json.