---
title: "Avanti West Coast, Service Quality Regime (SQR) procurement - 2025"
ocid: "ocds-h6vhtk-0501bb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0501bb"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0501bb.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0501bb.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "FIRST TRENITALIA WEST COAST RAIL LIMITED"
published: "2025-12-19"
---

# Avanti West Coast, Service Quality Regime (SQR) procurement - 2025

Buyer: FIRST TRENITALIA WEST COAST RAIL LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-0501bb

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0501bb.json)

## Summary

First Trenitalia West Coast Rail Limited has completed and awarded the Service Quality Regime (SQR) procurement for 2025. The project focuses on auditing, mystery shopping, and data handling requirements as part of the Department for Transport's ongoing Service Quality Regime. The procurement was conducted via a competitive flexible procedure targeting system and support services alongside auditing services. Based in London, the buyer initiated a selective procurement process with key timelines including an expression of interest deadline on 7th May 2025 and an award period concluding on 24th July 2025. The contract, valued at a gross amount of £1,020,000, spans multiple regions across the UK and is set to commence on 12th November 2025, ending on 11th November 2028.

This contract presents robust opportunities for businesses specialising in system support and auditing services, particularly SMEs that can offer innovative service specifications and sustainable solutions amidst high-quality delivery programmes. The involvement of small and medium-sized enterprises in the bidding process highlights the competitive landscape and the focus on engaging a diverse range of suppliers. Companies with strengths in customer service evaluation, inspections software, and independent auditing can find potential business growth avenues through participation in such tenders tailored around service quality improvements and comprehensive monitoring systems across various rail operations in the United Kingdom.

## Notice

As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover: * Station inspections * Train inspections * Customer Service mystery shopping * Re-inspections for failures to confirm improvement In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network. o Service Quality Register o Service Quality App/Inspections Software o Service Quality Inspections and Re-inspection

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/084803-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Dec 2025 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 19 Dec 2025 |
| Contract period | 31 Mar 2026 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £850,000 |
| Lots value | £850,000 |
| Awards value | £607,500 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Pending |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | FIRST TRENITALIA WEST COAST RAIL LIMITED |
| Locality | LONDON |
| Post town | West London |
| Postcode | W2 1AF |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | Hyde Park |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber, TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLI London, TLJ South East (England), TLK South West (England), TLL Wales, TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MYSTERY SHOPPERS |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 72250000 - System and support services
- 79212000 - Auditing services

## Release History

- 19 Dec 2025 at 11:26 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/084803-2025
- 11 Apr 2025 at 14:10 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/014707-2025
- 11 Apr 2025 at 14:00 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/014699-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/084803-2025
  19th December 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/014707-2025
  11th April 2025 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/014699-2025
  11th April 2025 - Tender notice on Find a Tender

## Notice URLs

- http://redirect.transaxions.com/events/CsoqG
- https://www.avantiwestcoast.co.uk/
- https://www.legislation.gov.uk/ukpga/2023/54/contents
- https://www.mystery-shoppers.co.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-0501bb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0501bb.json.