Official UK procurement notice
CM3419 Customer Insights · UK public procurement notice
Authority: YORKSHIRE WATER SERVICES LIMITED (Public body)
What is being bought
Published requirement descriptionYorkshire Water Services Ltd is seeking to establish a Customer Insights Framework to support the delivery of its strategic objectives for Asset Management Period 8 (AMP8). This framework will enable Yorkshire Water to access high-quality, flexible, and innovative customer research and insight services to inform decision-making, regulatory compliance, and customer-centric service design.
The framework will appoint a panel of experienced suppliers capable of delivering a broad range of qualitative and quantitative research methodologies. These may include, but are not limited to, customer satisfaction tracking, willingness-to-pay studies, behavioral insights, segmentation, vulnerability research, digital engagement analysis, and co-creation activities.
The appointed suppliers will play a critical role in supporting Yorkshire Water's obligations to Ofwat, including the development of robust and defensible customer evidence for business planning and performance commitments under AMP8. Suppliers will be expected to demonstrate strong expertise in regulatory research, water sector experience (or analogous regulated industries), and the ability to deliver insight that drives tangible business outcomes.
The framework is intended to be multi-supplier, ensuring a diverse mix of capabilities and approaches. Yorkshire Water is particularly interested in partners who can offer innovative techniques, advanced analytics, and inclusive engagement strategies to ensure representation of all customer groups, including hard-to-reach and vulnerable populations.
Through this procurement, Yorkshire Water aims to build long-term, collaborative partnerships with insight providers who can support its ambition to deliver exceptional service, enhance customer trust, and meet regulatory expectations effectively and efficiently.
- How the procedure runs: Yorkshire Water will conduct this procurement using a Competitive Flexible Procedure in accordance with the Procurement Act 2023 The process will follow a single-stage structure combining a Conditions of Participation (CoP) and Invitation to Tender (ITT), allowing suppliers to submit full participation responses at the same time. All documents, including evaluation criteria and supporting materials, will be made available via SAP Ariba. Interested suppliers will submit combined CoP and ITT responses within the defined tender period. During this period, clarification questions may be raised and answered via the portal to ensure transparency and equal access to information. Responses will be evaluated in accordance with published criteria, covering technical capability, experience in biodiversity offsetting and habitat unit brokerage, regulatory compliance, delivery methodology, and commercial value. Yorkshire Water may shortlist suppliers if necessary, based on quality and price thresholds. Following initial evaluation, Yorkshire Water reserves the right to enter into negotiation or clarification with one or more tenderers to refine technical or commercial proposals, ensuring value for money and compliance with regulations. Revised submissions (if applicable) will be evaluated to identify the Most Advantageous Tender. The award decision will be made in accordance with Yorkshire Water's governance processes, and all participants will be notified of the outcome with feedback provided. Contract commencement is anticipated in July 2026, following completion of the standstill period and final approvals.
CPV: Market research services · Public-opinion polling services · Statistical services
How this framework works
From the published notice- Type
- Closed framework
- Call-offs
- every call-off is a further competition among the appointed suppliers
- Framework period
- 2 yrs · up to 4 yrs from 3 Aug 2026
Published description of the framework
Mini competitions
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£3,000,000
What 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 sub-criteria (3)
- Capability: 55%
- Provider Proposals: 15%
- Commercial: 30%
Published award criteria (3)
- Commercial
- Capability
- Provider Proposals
- Price carries 30 of 100 points: a 10% discount moves about 3 points. The method statement decides this lot, not the discount.
- “CM3419 Customer Insights” is a framework: the contest is a place on its panel, not a single contract: each call-off is a further competition, so the pricing contest starts after appointment.
Price arithmetic assumes straight proportional scoring; the tender pack may use another formula.
Procedure terms & legal framework
From the official record- Procedure method
- Competitive flexible procedure
- Legal basis
- UKPGA · 2023/54 Procurement Act 2023
- Procurement category
- Services
- Notice status
- Awarded
- Procurement threshold
- Above threshold (FTS publication)
- Regulatory regime
- Utilities
- Commercial structure
- Framework agreement
- Who may use this agreement
- Not stated in the notice; call-off rights may be limited to the establishing authority
- Competition type
- Competitive procedure
- GPA / WTO covered
- Unspecified in notice
- Recurring procurement
- Unspecified in notice
- First published
- 16 Feb 2026, 15:19 GMT
- Last source update
- 12 Aug 2026, 11:33 BST
- Award evaluation window
- Submission end – 17 Jul 2026
- Authority reference
CM3419- FTS notice number
2026/S 000-032174- Latest notice
- Contract award notice (UK6)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-065527Find a Tender
- How it runs
Yorkshire Water will conduct this procurement using a Competitive Flexible Procedure in accordance with the Procurement Act 2023 The process will follow a single-stage structure combining a Conditions of Participation (CoP) and Invitation to Tender (ITT), allowing suppliers to submit full participation responses at the same time. All documents, including evaluation criteria and supporting materials, will be made available via SAP Ariba.
Interested suppliers will submit combined CoP and ITT responses within the defined tender period. During this period, clarification questions may be raised and answered via the portal to ensure transparency and equal access to information.
Responses will be evaluated in accordance with published criteria, covering technical capability, experience in biodiversity offsetting and habitat unit brokerage, regulatory compliance, delivery methodology, and commercial value. Yorkshire Water may shortlist suppliers if necessary, based on quality and price thresholds.
Following initial evaluation, Yorkshire Water reserves the right to enter into negotiation or clarification with one or more tenderers to refine technical or commercial proposals, ensuring value for money and compliance with regulations.
Revised submissions (if applicable) will be evaluated to identify the Most Advantageous Tender. The award decision will be made in accordance with Yorkshire Water's governance processes, and all participants will be notified of the outcome with feedback provided.
Contract commencement is anticipated in July 2026, following completion of the standstill period and final approvals.
How it was run
Official notice- Requests to participate (first stage)
- 17 Apr 2026, 23:59 BST
- Appointment period ends
- 17 Apr 2026, 23:59 BST
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Tenders must be submitted electronically via SAP Ariba, Yorkshire Water's e-procurement portal.
s1-eu.ariba.com/Sourcing/Main/aw ↗
Suppliers not yet registered must complete registration prior to submission. All communications, clarifications, and tender submissions must be made through the SAP Ariba portal.
If you have not been invited to this tender but wish to participate, please email [email protected]
so that we can issue an invitation via SAP Ariba.
Tenders submitted by email or post will not be accepted.
Timeline
16 Feb 2026 → 12 Aug 2026 · 8 dates- Planning notice published246 days ago16 Feb 2026, 15:19 GMT
- Market engagement218 days ago16 Mar 2026, 23:59 GMT
Suppliers are invited to express interest via email to with brief details of their service offering. Further engagement (e.g., RFI or supplier calls) may follow.
There are no specific conditions for participation in this market engagement. Participation is voluntary and non-binding
- Tender notice published195 days ago9 Apr 2026, 09:33 BST
- Admission / appointment period ends186 days ago · period end, not a bid countdown17 Apr 2026, 23:59 BST
- Award decision expected by95 days ago17 Jul 2026, 23:59 BST
- Contract starts79 days ago3 Aug 2026, 00:00 BST
- Assessment summaries sent70 days ago12 Aug 2026, 00:00 BST
- Latest notice published70 days ago12 Aug 2026, 11:33 BST
Notice history
7 events · 3 releases on Find a Tender · since 16 Feb 2026- Preliminary market engagement notice published16 Feb 2026, 15:19 GMTUK2
- Tender notice published9 Apr 2026, 09:33 BSTUK4
- Status changed to active9 Apr 2026, 09:33 BST
- Procurement method changed9 Apr 2026, 09:33 BST
- Contract award notice published12 Aug 2026, 11:33 BSTUK6
- Status changed to complete12 Aug 2026, 11:33 BST
- Contract signature expected24 Aug 2026, 23:59 BSTscheduled
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Accent Marketing & Research LtdSME, BOX CLEVER MARKETING INTELLIGENCE LIMITEDSME, DJS Research LtdSME, Explain Market Research LimitedSME, RED C RESEARCH LTDSME, Thinks Insight and Strategy (Britain Thinks) Limited +2 moreCustomer Insights1 Sept 2026 – 31 Aug 2028 · up to 31 Aug 2030Extensions: Initial term of 2 years with an option to extend of an additional 2 years. | £3,000,000 | 7 Aug 2026 | Awarded |
Contracting authority & participating public bodies
Framework contractors & participating bidders
8 commercial parties on the notice- ACCENT MARKETING AND RESEARCH LIMITEDFramework contractor
- BOX CLEVER MARKETING INTELLIGENCE LIMITEDFramework contractor
- DJS Research LtdFramework contractor
- EXPLAIN MARKET RESEARCH LIMITEDFramework contractor
- RED C RESEARCH LTDFramework contractor
- THINKS INSIGHT AND STRATEGY (BRITAIN THINKS) LIMITEDFramework contractor
- TRINITY MCQUEEN LIMITEDFramework contractor
- Turquoise Thinking LtdFramework contractor
Official documents & specifications (3)
Official links; attachments are not copiedNotices published for this procedure
- Contract award notice Contract award notice on Find a Tender
- Tender notice Tender notice on Find a Tender
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender