Buyer Name: Stonewater Ltd
Buyer Address: Suite C Lancaster House, Grange Business Park, Leicester, UKF22, LE8 6EP, United Kingdom
Contact Name: Donna Monro
Contact Email: donna.monro@stonewater.org
Contact Telephone: 07741703695
00534-CS – Transactional Customer Feedback
Buyer Contact Info
Status
complete
complete
Procedure
open
open
Value
240000.0 GBP
240000.0 GBP
Published
26 Sep 2025, 10:47
26 Sep 2025, 10:47
Deadline
n/a
n/a
Contract Start
09 Nov 2025, 00:00
09 Nov 2025, 00:00
Contract End
31 Oct 2027, 22:59
31 Oct 2027, 22:59
Category
n/a
n/a
CPV
79311000 - Survey services
79311000 - Survey services
Region
n/a
n/a
Awarded To
IN-HOUSE RESEARCH LIMITED
IN-HOUSE RESEARCH LIMITED
Official Source
Open Find a Tender
Open Find a Tender
Description
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=982919696
Linked Documents
No linked documents found for this notice.
Opportunity Context
Lots
Lot 1 Status: complete
Awards
Award Title: Transactional Customer Feedback
Raw Notice JSON
Expand raw payload
{
"awards": [
{
"aboveThreshold": true,
"assessmentSummariesDateSent": "2025-09-26T00:00:00+01:00",
"contractPeriod": {
"endDate": "2027-10-31T23:59:59+01:00",
"maxExtentDate": "2029-10-31T23:59:59+00:00",
"startDate": "2025-11-09T00:00:00+00:00"
},
"date": "2025-09-26T00:00:00+01:00",
"documents": [
{
"datePublished": "2025-09-26T11:47:48+01:00",
"description": "Contract award notice on Find a Tender",
"documentType": "awardNotice",
"format": "text/html",
"id": "060089-2025",
"noticeType": "UK6",
"url": "https://www.find-tender.service.gov.uk/Notice/060089-2025"
}
],
"hasRenewal": true,
"id": "1",
"items": [
{
"additionalClassifications": [
{
"description": "Survey services",
"id": "79311000",
"scheme": "CPV"
},
{
"description": "Survey design services",
"id": "79311100",
"scheme": "CPV"
},
{
"description": "Survey conduction services",
"id": "79311200",
"scheme": "CPV"
},
{
"description": "Telephone survey services",
"id": "79311210",
"scheme": "CPV"
},
{
"description": "Survey analysis services",
"id": "79311300",
"scheme": "CPV"
},
{
"description": "Customer survey services",
"id": "79342310",
"scheme": "CPV"
},
{
"description": "Customer satisfaction survey",
"id": "79342311",
"scheme": "CPV"
}
],
"deliveryAddresses": [
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKG"
},
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKF"
},
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKH"
},
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKK"
},
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKJ"
},
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKC"
},
{
"country": "GB",
"countryName": "United Kingdom",
"region": "UKD"
}
],
"id": "1",
"relatedLot": "1"
}
],
"mainProcurementCategory": "services",
"milestones": [
{
"dueDate": "2025-11-07T23:59:59+00:00",
"id": "1",
"status": "scheduled",
"type": "futureSignatureDate"
}
],
"relatedLots": [
"1"
],
"renewal": {
"description": "2 x 12 month extensions"
},
"standstillPeriod": {
"endDate": "2025-10-07T23:59:59+01:00"
},
"status": "pending",
"suppliers": [
{
"id": "GB-COH-03537670",
"name": "IN-HOUSE RESEARCH LIMITED"
}
],
"title": "Transactional Customer Feedback",
"value": {
"amount": 240000.0,
"amountGross": 288000.0,
"currency": "GBP"
}
}
],
"bids": {
"statistics": [
{
"id": "1",
"measure": "bids",
"relatedLot": "1",
"value": 5
},
{
"id": "2",
"measure": "finalStageBids",
"relatedLot": "1",
"value": 5
},
{
"id": "3",
"measure": "smeFinalStageBids",
"relatedLot": "1",
"value": 5
},
{
"id": "4",
"measure": "vcseFinalStageBids",
"relatedLot": "1",
"value": 0
}
]
},
"buyer": {
"id": "GB-PPON-PVMT-4274-HPBN",
"name": "Stonewater Ltd"
},
"date": "2025-09-26T11:47:48+01:00",
"id": "060089-2025",
"initiationType": "tender",
"language": "en",
"ocid": "ocds-h6vhtk-0564b9",
"parties": [
{
"address": {
"country": "GB",
"countryName": "United Kingdom",
"locality": "Leicester",
"postalCode": "LE8 6EP",
"region": "UKF22",
"streetAddress": "Suite C Lancaster House, Grange Business Park"
},
"contactPoint": {
"email": "donna.monro@stonewater.org",
"name": "Donna Monro",
"telephone": "07741703695"
},
"details": {
"classifications": [
{
"description": "Public undertaking",
"id": "publicUndertaking",
"scheme": "UK_CA_TYPE"
}
]
},
"id": "GB-PPON-PVMT-4274-HPBN",
"identifier": {
"id": "PVMT-4274-HPBN",
"scheme": "GB-PPON"
},
"name": "Stonewater Ltd",
"roles": [
"buyer"
]
},
{
"address": {
"country": "GB",
"countryName": "United Kingdom",
"locality": "Swindon",
"postalCode": "SN4 8DP",
"region": "UKK15",
"streetAddress": "Unit 5 Coped Hall Business Park"
},
"contactPoint": {
"email": "info@inhouse.uk.net"
},
"details": {
"publicServiceMissionOrganization": false,
"scale": "sme",
"shelteredWorkshop": false,
"vcse": false
},
"id": "GB-COH-03537670",
"identifier": {
"id": "03537670",
"scheme": "GB-COH"
},
"name": "IN-HOUSE RESEARCH LIMITED",
"roles": [
"supplier"
]
}
],
"tag": [
"award",
"contract"
],
"tender": {
"description": "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.\nProgramme Objectives\n\u2022Capture real-time feedback across a wide range of customer journeys\n\u2022Improve service delivery and reduce customer effort\n\u2022Enable a robust loop-closing process to resolve issues quickly\n\u2022Provide actionable insight through AI-driven analysis and dashboards\n\u2022Support a flexible, scalable model that evolves with organisational needs.\nScope of Services\nThe programme will initially cover the following customer journeys/transactions:\n\u2022Responsive repairs (raising and completion)\n\u2022Cyclical checks (completion)\n\u2022Planned capital investment/maintenance/retrofit (completion)\n\u2022Grounds maintenance (completion)\n\u2022Complaints (raising and completion)\n\u2022ASB (raising, mid-journey and completion)\n\u2022Disruptive behaviour (raising, mid-journey and completion)\n\u2022Customer service centre contact (post-contact)\n\u2022Lettings \u0026 marketing \u2013 new lets and relets (application, sign-up and move-in)\n\u2022Shared ownership sales (appointment/visit, reservation and move-in)\n\u2022Mutual exchange (application, sign-up and move-in)\n\u2022Tenancy termination (completion)\n\u2022Housing operations (raising and completion).\nCertain 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. \nAdditionally, 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.\nTo view this notice, please click here: \nhttps://www.delta-esourcing.com/delta/viewNotice.html?noticeId=982919696",
"id": "00534-CS",
"legalBasis": {
"id": "2023/54",
"scheme": "UKPGA",
"uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
},
"lots": [
{
"id": "1",
"status": "complete"
}
],
"procurementMethod": "open",
"procurementMethodDetails": "Open procedure",
"status": "complete",
"title": "00534-CS \u2013 Transactional Customer Feedback"
}
}