Official UK procurement notice
00534-CS – Transactional Customer Feedback
Authority: Stonewater Limited (Public body)
What is being bought
Published requirement descriptionStonewater 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:
CPV: Customer satisfaction survey · Customer survey services · Survey analysis services · Survey conduction services · Survey design services · Survey services · Telephone survey services
The lotProcurement structure
single lot · value publishedWhat it takes to wini
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Evaluation split and conditions of participation as published; the tender pack may add morei
How this buyer will score bids.
The evaluation criteria and weights exactly as published on the notice, grouped by family (price, quality, social value and so on).
Published award criteria (2)
- Quality
- Price
- Price carries 40 of 100 points: a 10% discount moves about 4 points. The method statement decides this lot, not the discount.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Open procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Standard
- Commercial structure
- Stand-alone contract (no framework)
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 23 Jul 2025, 15:04 BST
- Last source update
- 5 Nov 2025, 10:05 GMT
- Award evaluation window
- Submission end – 19 Sept 2025
- Authority reference
00534-CS- FTS notice number
2025/S 000-042435- Latest notice
- Contract details notice (UK7)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-0564b9Find a Tender
How it was run
Official notice- Submission deadline
- 22 Aug 2025, 12:00 BST
- Clarification deadline
- 5 Aug 2025, 12:00 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Not allowed
- Accepted languages
- en
Timeline
23 Jul 2025 → 5 Nov 2025 · 8 dates- Tender notice published23 Jul 2025, 15:04 BST
- Clarification questions by5 Aug 2025, 12:00 BST
- Submission deadline22 Aug 2025, 12:00 BST
- Award decision expected by398 days ago19 Sept 2025, 23:59 BST
- Assessment summaries sent392 days ago26 Sept 2025, 00:00 BST
- Standstill ends380 days ago7 Oct 2025, 23:59 BST
- Contract starts354 days ago3 Nov 2025
- Latest notice published351 days ago5 Nov 2025, 10:05 GMT
Notice history
5 events · 3 releases on Find a Tender · since 23 Jul 2025- Tender notice published23 Jul 2025, 15:04 BSTUK4
- Contract award notice published26 Sept 2025, 11:47 BSTUK6
- Status changed to complete26 Sept 2025, 11:47 BST
- Contract details notice published5 Nov 2025, 10:05 GMTUK7
- Contract signature expected7 Nov 2025, 23:59 GMTscheduled
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| In-house Research LtdSMETransactional Customer Feedback9 Nov 2025 – 31 Oct 2027 · up to 31 Oct 2029Extensions: 2 x 12 month extensions | £240,000 | 26 Sept 2025 | Awarded |
Contracts
Contract 1 · In-house Research LtdSME
- Signed
- 5 Nov 2025
- Value
- £200,000
- Period
- 7 Nov 2025 – 6 Nov 2027 · up to 31 Oct 2029 with extensions
- Status
- active
- Extensions
- 2 x 12 month extensions
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 5final-stage tenders | 5 | 0 | — |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- IN-HOUSE RESEARCH LIMITEDAwarded supplier
Official documents & specifications (3)
Official links; attachments are not copiedNotices published for this procedure
- Contract details notice Contract details notice on Find a Tender
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender