Official UK procurement notice
Customer Research Surveys · UK public procurement notice
Authority: Karbon Homes (Public body)
What is being bought
Published requirement descriptionThe Karbon Group seek an experienced research agency to deliver the customer survey element of Karbon's Customer Experience Framework (CEF). Karbon Group consists of Karbon Association including Byker Community Trust (BCT) and subsidiaries 54North Homes (54NH) and Leazes Homes. Karbon Group also provides services to other landlords (i.e. almshouses) as well as to Keelman Homes via our cost sharing vehicle, both of which is part of this tender.
Several customer survey types and methodologies make up our Customer Experience Framework:
- Perception surveys (Tenant Satisfaction Measures and Pulse)
- Transactional surveys (service specific following a transaction)
- Occasional ad hoc research surveys
We seek an experienced research agency with extensive research expertise to carry out our customer surveys and provide the business with actionable data and insight to enable the Karbon Group to provide excellent services to our customers.
CPV: Customer satisfaction survey
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£330,000
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)
- Quality Questions: 50%
- Commercial: 40%
- Social Value: 10%
Published award criteria (3)
- Social Value: 10% of award based on method statement quality statement and meeting a pass/fail threshold of 1% of contract value being pledged.
- Commercial: Cost of submission bid.
- Quality Questions: 8 questions varying from 7% - 6% of weighting which will contribute to award criteria, can be found in tender pack.
- 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
- 2 Dec 2025, 09:05 GMT
- Last source update
- 17 Mar 2026, 14:50 GMT
- Award evaluation window
- Submission end – 19 Jan 2026
- Authority reference
202507-GS138- FTS notice number
2025/S 000-078720- Latest notice
- Contract details notice (UK7)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-05ec7bFind a Tender
How it was run
Official notice- Submission deadline
- 2 Jan 2026, 12:00 GMT
- Clarification deadline
- 19 Dec 2025, 12:00 GMT
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Timeline
2 Dec 2025 → 17 Mar 2026 · 8 dates- Tender notice published323 days ago2 Dec 2025, 09:05 GMT
- Clarification questions by306 days ago19 Dec 2025, 12:00 GMT
- Submission deadline292 days ago2 Jan 2026, 12:00 GMT
- Award decision expected by275 days ago19 Jan 2026, 23:59 GMT
- Assessment summaries sent262 days ago2 Feb 2026
- Standstill ends251 days ago12 Feb 2026, 23:59 GMT
- Contract starts227 days ago9 Mar 2026
- Latest notice published218 days ago17 Mar 2026, 14:50 GMT
Notice history
5 events · 3 releases on Find a Tender · since 2 Dec 2025- Tender notice published2 Dec 2025, 09:05 GMTUK4
- Contract award notice published3 Feb 2026, 15:28 GMTUK6
- Status changed to complete3 Feb 2026, 15:28 GMT
- Contract signature expected20 Feb 2026, 23:59 GMTscheduled
- Contract details notice published17 Mar 2026, 14:50 GMTUK7
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| MEL Research LtdSME1 Apr 2026 – 31 Mar 2029 · up to 31 Mar 2031Extensions: 2 x 12 months extension periods. | £330,000 | 2 Feb 2026 | Awarded |
Contracts
Customer Research Surveys · MEL Research LtdSME
- Signed
- 17 Mar 2026
- Value
- £330,000
- Period
- 1 Apr 2026 – 31 Mar 2029 · up to 31 Mar 2031 with extensions
- Status
- active
- Extensions
- 2 x 12 months
3 agreed KPIs: Account Management · Service Recovery / Data Quality · Service Quality
- Account Management
- Service Recovery / Data Quality
- Service Quality, Make available detailed fieldwork report on the by 3rd working day of the month
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 4final-stage tenders | 4 | 0 | — |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- MEL RESEARCH LIMITEDAwarded supplier
Official documents & specifications (5)
Official links; attachments are not copiedTender pack and attachments
- Technical specifications
- Bidding documents and specifications All relevant documents in tender pack.
Notices 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