---
title: "Customer Research and Engagement"
ocid: "ocds-h6vhtk-05e2a8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05e2a8"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05e2a8.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05e2a8.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHUMBRIAN WATER LIMITED"
published: "2026-03-17"
---

# Customer Research and Engagement

Buyer: NORTHUMBRIAN WATER LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-05e2a8

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05e2a8)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05e2a8.json)

## Summary

Northumbrian Water Limited is seeking a supplier for their "Customer Research and Engagement" project, aimed at supporting the Price Review 2029 (PR29) and planning services for 2030. The procurement falls under the services category and is executed as a competitive flexible procedure within the utilities special regime. The procurement method is selective, ensuring tailored participant engagement. The project, valued at £1,000,000, spans a four-year contract period from 1 April 2026 to 31 March 2030, impacting regions including UKC, UKH1, and UKH3 within the United Kingdom. The standstill period concludes on 27 March 2026, with award assessments scheduled for completion shortly after, on 31 March 2026.

This tender presents significant opportunities for businesses specializing in research services, particularly those skilled in customer engagement and consultancy. With an expected framework agreement to involve up to six vendors, it offers SMEs, VCSEs, and other entities a platform to expand their operations, network, and influence within the sector. The competitive procedure leverages a detailed selection process, evaluating quality at 70% weight and price at 30%, ensuring businesses that excel in quality service delivery and competitive pricing will have a good chance to secure contracts. Firms experienced in utility sector research and engagement could find this contract a lucrative opportunity to drive business growth and innovation within the UK water industry.

## Notice

NWL are looking for a supplier who can provide customer research and engagement and supporting consultancy services. In main this is to support Price Review 2029 (PR29). The plan will cover the services we will provide from 2030. The contract term will be four years, starting on the 1 April 2026.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/024283-2026 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Mar 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 3 Mar 2026 |
| Contract period | 31 Mar 2026 - 31 Mar 2030 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,000,000 |
| Lots value | £1,000,000 |
| Awards value | £1,000,000 |
| 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 | NORTHUMBRIAN WATER LIMITED |
| Locality | PITY ME |
| Post town | Durham |
| Postcode | DH1 5FJ |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC41 Durham |
| Local authority | County Durham |
| Electoral ward | Framwellgate and Newton Hall |
| Westminster constituency | City of Durham |
| Delivery location | TLC North East (England), TLH1 East Anglia, TLH3 Essex |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 6 |
| Supplier names | ACCENT MARKETING AND RESEARCH; BMG RESEARCH; EXPLAIN MARKET RESEARCH; I C S CONSULTING; IMPACT RESEARCH; QA RESEARCH |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73110000 - Research services

## Release History

- 17 Mar 2026 at 17:02 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/024283-2026
- 17 Nov 2025 at 15:29 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/074473-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/024283-2026
  17th March 2026 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/074473-2025
  17th November 2025 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/Attachment/A-7967

## Notice URLs

- http://accent-mr.com
- http://www.explainresearch.co.uk
- http://www.impactmr.com
- http://www.qaresearch.co.uk
- https://bmgresearch.com/
- https://s1.ariba.com
- https://www.icsconsulting.co.uk/
- 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-05e2a8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05e2a8.json.