Official UK procurement notice
Provision of Customer Insight/Feedback Tool
Authority: Together Housing Association (Housing)
What is being bought
Published requirement descriptionTogether Housing is seeking a product and service solution to measure customer satisfaction on a transactional basis. The customer insight/feedback tool is to be used by multiple workstreams to gather customer feedback after a particular contact or service. Our current system is used to review feedback, respond to customer alerts (low scores), and manage teams.
Together Housing are seeking a solution which improves upon Togethers current system by providing feedback mechanisms for both simple and complex interactions and for services affecting multiple residents.
Together Housing and the communication and customer experience team are procuring a customer insight tool via an Open Tender under the Procurement Act 2023. The contract will commence on 1st September 2026.
Together Housing Association Limited (THA) intend to enter into an Agreement with one organisation for a Contract Term of two years (24 months), with the possibility of two (2) twelve (12) month extension periods, subject to satisfactory performance and adherence to the terms of the agreement. Therefore, the maximum contract term will be four (4) years including extension periods.
- The authority expects to re-tender this requirement around 25 Feb 2030, 23:59 GMT.
CPV: Customer satisfaction survey · Customer survey services · Market and economic research; polling and statistics
The lotProcurement structure
single lot · value publishedLot #1AwardedRenewalPublished value£0
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 Questionnaire: 70%
- Pricing: 25%
- Social Value Question: 5%
Published award criteria (3)
- Quality Questionnaire
- Social Value Question
- Pricing
- Price carries 25 of 100 points: a 10% discount moves about 2.5 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
- Yes · next expected 25 Feb 2030
- First published
- 14 Apr 2025, 14:25 BST
- Last source update
- 9 Jul 2026, 12:06 BST
- Award evaluation window
- Submission end – 5 May 2026
- Authority reference
THG/P/00142- FTS notice number
2026/S 000-017322- Latest notice
- Contract details notice (UK7)
- Classification (CPV)
- Delivery area
- Official registry OCID
ocds-h6vhtk-050291Find a Tender
How it was run
Official notice- Submission deadline
- 27 Mar 2026, 17:00 GMT
- Clarification deadline
- 13 Mar 2026, 17:00 GMT
- Submission channel
- Official e-sourcing portal
- Electronic submission
- Allowed
- Accepted languages
- en
Tender submissions are to be submitted electronically at in-tendhost.co.uk/together-housing/asp… ↗
Timeline
14 Apr 2025 → 1 Sept 2026 · 11 dates- Planning notice published14 Apr 2025, 14:25 BST
- Market engagement16 May 2025, 23:59 BST
At this stage, THA are seeking responses to our engagement questionnaire. Suppliers should email '[email protected]' expressing their interest in this market engagement process in order to receive a copy of the questionnaires for completion.
The deadline date for submission of questionnaire responses is 16th May 2025. Completed questionnaires should be submitted to '[email protected]'.
THA may conduct meetings following the receipt of questionnaire responses and may also host market engagement sessions, such as webinars or supplier days.
- Next notice expected267 days ago30 Jan 2026, 23:59 GMT
- Tender notice published240 days ago26 Feb 2026, 13:27 GMT
- Clarification questions by225 days ago13 Mar 2026, 17:00 GMT
- Submission deadline211 days ago27 Mar 2026, 17:00 GMT
- Assessment summaries sent177 days ago1 May 2026, 00:00 BST
- Award decision expected by172 days ago5 May 2026, 23:59 BST
- Standstill ends164 days ago13 May 2026, 23:59 BST
- Latest notice published107 days ago9 Jul 2026, 12:06 BST
- Contract starts54 days ago1 Sept 2026, 00:00 BST
Notice history
10 events · 4 releases on Find a Tender · since 14 Apr 2025- Preliminary market engagement notice published14 Apr 2025, 14:25 BSTUK2
- Tender notice published26 Feb 2026, 13:27 GMTUK4
- Published value updated26 Feb 2026, 13:27 GMT
- Status changed to active26 Feb 2026, 13:27 GMT
- Procurement method changed26 Feb 2026, 13:27 GMT
- Deadline published: 27 Mar 2026, 17:00 GMT26 Feb 2026, 13:27 GMT
- Contract award notice published1 May 2026, 16:47 BSTUK6
- Status changed to complete1 May 2026, 16:47 BST
- Contract signature expected25 May 2026, 23:59 BSTscheduled
- Contract details notice published9 Jul 2026, 12:06 BSTUK7
Routine re-releases (4)
- 2025-04: 1 release · 14 Apr 2025
Commercial outcome & contract awards
Published awards, contracts and bid statistics, not a forecast| Awarded to | Value | Date | Status |
|---|---|---|---|
| Customer Sure Limited1 Sept 2026 – 31 Aug 2028 · up to 31 Aug 2030Extensions: two twelve month extension options | £400,000 inc. VAT | 1 May 2026 | Awarded |
Contracts
Contract 1 · Customer Sure Limited
- Signed
- 7 Jul 2026
- Value
- £400,000 inc. VAT
- Period
- 1 Sept 2026 – 31 Aug 2028 · up to 31 Aug 2030 with extensions
- Status
- active
- Extensions
- two twelve month extension options
5 agreed KPIs: System availability (uptime) · Feedback volume · Survey engagement …
- System availability (uptime), System available 99% of the time during business hours
- Feedback volume, Handle at least 15,000 feedback requests per month across all channels (SMS, email, web) without service degradation
- Survey engagement, Supplier to “teach and encourage” best practices and use best endeavour to optimise response rates to target improvement on current Customers 23% response rate for surveys. Note: This is a target and not a confirmed KPI
- Data compliance, 100% adherence to GDPR and internal data protection standards, including encryption and secure storage
- Customer alerts, Immediate flagging of low scores with automated notifications to relevant teams.
Bid statistics published by the authority
| Bids | SME | VCSE | Valid bid range |
|---|---|---|---|
| 5final-stage tenders | 4 | 0 | — |
Contracting authority & participating public bodies
Bidders & participating suppliers
1 commercial party on the notice- Customer Sure LimitedAwarded supplier
Official documents & specifications (5)
Official links; attachments are not copiedTender pack and attachments
- Bidding documents and specifications To view all tender documents associated with this procurements please register as a supplier to the In-tend procurement portal using the above web address and express an interest in the project.
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
- Preliminary market engagement notice Preliminary market engagement notice on Find a Tender