--- title: "00534-CS - Transactional Customer Feedback" ocid: "ocds-h6vhtk-0564b9" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0564b9" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0564b9.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0564b9.json" source: "Find A Tender Service" current_stage: "Award" buyer: "STONEWATER LTD" published: "2025-11-05" --- # 00534-CS - Transactional Customer Feedback Buyer: STONEWATER LTD Current stage: Award OCID: ocds-h6vhtk-0564b9 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0564b9) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0564b9.json) ## Summary Stonewater Ltd, a public undertaking based in Leicester, recently completed an open procurement process titled "00534-CS – Transactional Customer Feedback." This procurement, under the legal framework of UKPGA 2023/54, aimed to acquire a journey-led customer feedback solution to enhance service delivery through real-time insights and AI-driven analysis. The procurement process has moved to the award stage as of 5 November 2025, having been signed the same day. The awarded contract, valued at £240,000 gross, was successful in sourcing services from IN-HOUSE RESEARCH LIMITED, a small-to-medium enterprise based in Swindon. The contract covers several regions in the UK and will run from 7 November 2025, potentially extending over multiple years with renewal options. This procurement presents significant opportunities for businesses specialising in customer feedback management solutions, particularly those with expertise in survey services and digital engagement channels. Companies that offer scalable frameworks and multi-touchpoint solutions are well positioned to enhance their growth by meeting Stonewater’s evolving needs. Businesses focusing on artificial intelligence-driven insights and dashboard capabilities stand to benefit by participating in such initiatives, making them suitable contenders for future tenders in similar domains. ## Notice Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback. Programme Objectives *Capture real-time feedback across a wide range of customer journeys *Improve service delivery and reduce customer effort *Enable a robust loop-closing process to resolve issues quickly *Provide actionable insight through AI-driven analysis and dashboards *Support a flexible, scalable model that evolves with organisational needs. Scope of Services The programme will initially cover the following customer journeys/transactions: *Responsive repairs (raising and completion) *Cyclical checks (completion) *Planned capital investment/maintenance/retrofit (completion) *Grounds maintenance (completion) *Complaints (raising and completion) *ASB (raising, mid-journey and completion) *Disruptive behaviour (raising, mid-journey and completion) *Customer service centre contact (post-contact) *Lettings & marketing - new lets and relets (application, sign-up and move-in) *Shared ownership sales (appointment/visit, reservation and move-in) *Mutual exchange (application, sign-up and move-in) *Tenancy termination (completion) *Housing operations (raising and completion). Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair. The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities. Additionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=992131732 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/071128-2025 | | Notice type | UK7 - Contract Details Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | SME | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 5 Nov 2025 | | Submission deadline | 22 Aug 2025 | | Future notice date | Not specified | | Award date | 25 Sep 2025 | | Contract period | 7 Nov 2025 - 6 Nov 2027 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £240,000 | | Lots value | £240,000 | | Awards value | £240,000 | | Contracts value | £200,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | STONEWATER LTD | | Locality | LEICESTER | | Post town | Leicester | | Postcode | LE8 6EP | | Country | England | | ITL 1 | TLF East Midlands (England) | | ITL 2 | TLF2 Leicestershire, Rutland and Northamptonshire | | ITL 3 | TLF22 Leicestershire CC and Rutland | | Local authority | Blaby | | Electoral ward | North Whetstone | | Westminster constituency | South Leicestershire | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | IN-HOUSE RESEARCH | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79311000 - Survey services - 79311100 - Survey design services - 79311200 - Survey conduction services - 79311210 - Telephone survey services - 79311300 - Survey analysis services - 79342310 - Customer survey services - 79342311 - Customer satisfaction survey ## Release History - 5 Nov 2025 at 10:05 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/071128-2025 - 26 Sep 2025 at 10:47 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/060089-2025 - 23 Jul 2025 at 14:04 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/042435-2025 ## Documents - https://www.find-tender.service.gov.uk/Notice/071128-2025 5th November 2025 - Contract details notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/060089-2025 26th September 2025 - Contract award notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/042435-2025 23rd July 2025 - Tender notice on Find a Tender ## Notice URLs - https://www.delta-esourcing.com/delta - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=992131732 - https://www.legislation.gov.uk/ukpga/2023/54/contents ## 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-0564b9. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0564b9.json.