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Official procurement procedure
Customer Surveys
Published value
Not published
Submission deadline Not published
Lots published1
Procurement Executive Summary
AI & Search Synopsis
Generated from official OCDS record
Tenderline Synopsis: The Guinness Partnership Ltd: "Customer Surveys". Published status: complete. Published value: Value not published. 1 published lot. Submission deadline not published. See the official notice for participation instructions.
| Contracting Authority | The Guinness Partnership Ltd | Scope & Categories | Not published | Submission Window | complete No deadline published |
|---|---|---|---|---|---|
| Submission Gateway | Direct notice route | Legal Basis & Regime | Standard procurement | Estimated Value (exc. VAT) | Not published |
Bidder Intelligence · Authority Profile: The Guinness Partnership Ltd
Market Analytics
Derived from OCDS awards & bid statistics
Published history for The Guinness Partnership Ltd. These figures describe retained records, not a forecast of bids or a measure of buyer bias.
Average Price Reduction
Not availableInsufficient comparable data
Competition Density
5Bids / Report
Supplier ConcentrationNo estimate
Insufficient attributable awardsNo concentration estimate availablePayment Terms
Check noticePublished terms
Coverage: 120 active published awards; 120 bid reports (which may be per lot). Supplier values exclude multi-supplier awards, frameworks and DPS, and use GBP only. They are published award values, not payments. Price reduction compares single-lot, single-award, single-supplier GBP procedures with explicitly non-framework/non-DPS status; increases remain in the average. Unpublished data stays unknown. Awarded suppliers are winners, not all bidders.
Procedure terms
Contracting AuthorityThe Guinness Partnership Ltd | Procedure methodNot published | Procurement categoryNot published |
Statuscomplete | Framework / DPSNot published | CompetitionNot published |
Above thresholdNot published | Legal basisNot published | Tender period startsNot published |
Clarification deadlineNot published | Electronic submissionNot published | Submission languagesNot published |
Published6 Mar 2024, 14:34 GMT | Last source update6 Mar 2024, 14:34 GMT | Recurring procurementNot published |
ClassificationSurvey services | ||
OCIDocds-h6vhtk-0425e7 | ||
What is being bought
The Guinness Partnership Limited (Guinness) is one of the largest providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers.
Guinness are conducting a procurement process to appoint a provider to conduct customer surveys on our behalf. The contract will be for a period of three years with an option to extend for a further two years subject to performance and value for money.
The surveys will include circa 700 transactional surveys to be conducted by email on a daily or weekly basis and circa 700 surveys in accordance with the Tenant Satisfaction Measures (TSMs) set by the Regulator and a smaller number of other surveys covering general perceptions of Guinness. These are to be conducted by telephone.
The surveys play an important role in helping us measure our effectiveness in delivering quality customer service and high customer satisfaction levels. They help us to identify the areas for improvement and shape our strategy to evolve and strengthen our service model.
What changed
From the official release history
- Status changed to complete
6 Mar 2024, 14:34 GMT - Official notice release published
6 Mar 2024, 14:34 GMT - Submission deadline changed to published date
6 Mar 2024, 14:34 GMT - Status changed to active
15 Dec 2023, 10:42 GMT - Official notice release published
15 Dec 2023, 10:42 GMT - Submission deadline changed to 26 Jan 2024, 12:00 GMT
15 Dec 2023, 10:42 GMT - Buyer information updated
15 Dec 2023, 10:42 GMT
Lots and requirements (1)
Published by the contracting authority
- Lot 1 · #1Individual lot title not publishedcancelledPublished valueNot publishedThe Tenant Satisfaction Measures are required by the Regulator and it is essential that these are completed on time, to the required volumes, and among a representative sample of customers. Suppliers will be expected to demonstrate their understanding of these measures. Our surveys provide our main company Key Performance Indicator for satisfaction, and we undertake more surveys than required by the Regulator to ensure we have a reasonably robust sample size for regional analysis. We run transactional surveys following the completion of certain tasks with the customer (for example, a completed repair, Customer Support case, accounts case, etc.) The purpose of these is less about measurement and more about quickly identifying cases where the customer still thinks the matter is unresolved. The provider will be expected to have a portal to report the results of the surveys in real time. Full details of the required functionality can be found in the Procurement Documents.Contract periodNot publishedEligibilityNot publishedOptions / renewalNot published
Timeline
- Procedure published
6 Mar 2024, 14:34 GMT - Award active
Not published · Not published - Contract active
Signed 27 Feb 2024, 00:00 GMT · £723,000
Commercial outcome and competition
Awards The Leadership Factor Limited Not published · Not published · active |
Contracts Customer Surveys £723,000 · signed 27 Feb 2024, 00:00 GMT · active |
Bid statistics bids: 7 (lot 1) smeBids: 7 (lot 1) |
Buyer and organisations in this procedure
The Guinness Partnership Ltd
Contracting authority GB-FTS-2771Documents (0)
Official links; attachments are not copied
No linked documents are published
Related procedures (0)
No related procedures published