---
ocid: "ocds-h6vhtk-0564b9"
title: "00534-CS – Transactional Customer Feedback"
url: "https://tenderline.uk/tenders/00534-cs-transactional-customer-feedback-ocds-h6vhtk-0564b9"
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value_amount: 240000
value_currency: "GBP"
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notice_type: "UK7"
buyer_name: "Stonewater Limited"
buyer_id: "GB-PPON-PVMT-4274-HPBN"
cpv: ["79311000", "79311100", "79311200", "79311210", "79311300", "79342310"]
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---

# 00534-CS – Transactional Customer Feedback

Source: [Tenderline](https://tenderline.uk/tenders/00534-cs-transactional-customer-feedback-ocds-h6vhtk-0564b9). UK public procurement intelligence compiled from official UK procurement notices.

> **Tenderline Executive Summary:** Stonewater Limited: "00534-CS – Transactional Customer Feedback". Published status: complete. Published Value: £240,000. 1 published lot. Recorded submission deadline: 22 Aug 2025, 12:00 BST. Published submission portal: www.delta-esourcing.com.

## Key Information
- **Status:** COMPLETE (the published submission deadline has passed)
- **Buyer:** [Stonewater Limited](https://tenderline.uk/buyers/stonewater-limited-rsh-l1556)
- **Published Value:** £240,000 (GBP)
- **Submission Deadline:** 22 August 2025 at 12:00 BST
- **Lots:** 1
- **Procurement Method:** Open procedure
- **Main Category:** services
- **Classifications (CPV):** Customer satisfaction survey, Customer survey services, Survey analysis services, Survey conduction services, Survey design services (+2 more)
- **Delivery Location:** UKC, UKD, UKF, UKG, UKH, UKJ, UKK
- **Legal Basis:** UKPGA 2023/54
- **Awarded Value:** £240,000 (exc. VAT, 1 award)
- **Official Documents:** 4 published documents & notices ([view on Tenderline](https://tenderline.uk/tenders/00534-cs-transactional-customer-feedback-ocds-h6vhtk-0564b9#documents))
- **OCID:** `ocds-h6vhtk-0564b9`

## Before you bid
Deciding whether to bid? The Tenderline page for this tender carries the competition and buyer analysis this notice does not:

- **Expected competition:** how many bids lots like this attract, from past awards in the same market.
- **Who could compete:** suppliers who have won similar work, and who holds the current contract.
- **Buyer track record:** earlier work for this buyer, its unexpired awards, and how its awards compared with its estimates.
- **Price forecast:** the commercial price range for each lot, with the middle 50% of comparable awards.

- **What it takes to win:** selection and award criteria, lot by lot.
- **Contract history:** what this tender replaces, and every notice in the procedure.

[Open the competition and buyer analysis](https://tenderline.uk/tenders/00534-cs-transactional-customer-feedback-ocds-h6vhtk-0564b9#tl-md)

## Submission
- **Submission Platform:** [delta-esourcing.com](/out?url=https%3A%2F%2Fwww.delta-esourcing.com%2Fdelta)
- **How to bid:** https://tenderline.uk/tenders/00534-cs-transactional-customer-feedback-ocds-h6vhtk-0564b9#participate

## 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=992131732

## Lots (1)
### Lot 1: Untitled lot
- **Lot id:** `1`
- **Status:** complete
- **CPV codes:** 79311000, 79311100, 79311200, 79311210, 79311300, 79342310
- **Delivery regions:** UKC, UKD, UKF, UKG, UKH, UKJ, UKK
- **Delivery countries in notice:** GB
- **Estimated Value:** £240,000

- **Contract Period:** 03/11/2025 to 31/10/2027
- **Renewal published:** yes

## Awards & Winning Suppliers (1)
- **Award:** Transactional Customer Feedback (active)
  - Award id: `1`
  - Supplier(s): **IN-HOUSE RESEARCH LIMITED**
  - Supplier identifiers: `GB-FTS-80104`
  - Value: £240,000 (exc. VAT)
  - Date: 25/09/2025

## Contracts (1)
- **Contract:** 1 (active)
  - Signed Value: £200,000
  - Signed Date: 05/11/2025

## Provenance and Official Sources
- **Official Notice:** [Find a Tender notice](/out?url=https%3A%2F%2Fwww.find-tender.service.gov.uk%2FNotice%2F042435-2025)
- **Last Source Update:** 2025-11-05T10:05:51.000Z
- **This document generated:** 2026-10-22T18:38:52.175Z
- **Machine API:** https://tenderline.uk/api/public/tenders/ocds-h6vhtk-0564b9