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Published 2 Jun 2026, 12:29 BST

Official UK procurement notice

Voice of the Customer Platform

Official notice

Authority: AFFINITY WATER LIMITED

ServicesCompetitive flexible procedureAbove thresholdUtilitiesSME suitable
Sectors: Business Services & Consultancy (79) Delivery: East of England (UKH)London (UKI)South East (UKJ)
Published estimate£417,000≈ £209k / year · £500,000 inc. VAT
Submissions closed 2 Jul 2026
Contract term 2 yrsends 14 Feb 2029 · up to 14 Feb 2035 with extensions · starts 15 Feb 2027

What is being bought

Published requirement description

To appoint a supplier to carry out services to deliver the voice of the customer platform, the outputs of which contribute to our CMEX score. The platform needs the capability to create and send surveys with Affinity Water branding, provide corresponding dashboards and import/export data.

The platform helps to place the voice of Affinity Water customers at the centre of our business through identifying the gaps in our current customer experiences, to then improve experiences and satisfaction going forward.

The platform should include but is not limited to:

  • Bespoke surveys sent through email and text, in line with Affinity Water's brand guidelines, fonts and logo.
  • Ability to access, categorise and analyse data from surveys.
  • Ability to tailor surveys per process, journey, customer segment, water region etc. and send either instantly or with a delay functionality.
  • High-quality analysis on the surveys conducted through analytical tools to identify keywords, themes and trends.
  • Useable and configurable dashboards showing departments, processes, water regions, customer segments etc.
  • Ability to plug-in for data feeds to other platforms or manually load in data.
  • Automated ticketing system to prioritise unresolved or dissatisfied customers to 'close the loop'.
  • AI functionality to interrogate system and answer user specific questions, with quantification of results.
  • Ability to export through Secure File Transfer Protocol (SFTP).
  • Ability to access online training and training library.
  • Ability to capture the voice of our colleagues through feedback.
  • How the procedure runs: Selection questionnaire (SQ) submissions will be scored in accordance with the criteria defined in the SQ documentation. Suppliers that are shortlisted will be invited to submit a proposal in response to the invitation to tender (ITT). Tender submissions will be evaluated and clarification meetings conducted (virtually or in-person). Affinity Water may negotiate with tenderers and/or request best and final offers (BAFO). The successful tenderer will be awarded the agreement according to the percentage weightings and criteria set out in the ITT.

CPV: Customer survey services

The lotProcurement structure

single lot · value published
Lot #1Renewal 2 yrsSMEPublished value£417,000
Contract period: 15 Feb 2027 – 14 Feb 2029 (2 yrs) · up to 14 Feb 2035 with extensionsValue: £417,000 exc. VAT · £500,000 inc. VAT
Delivery: East of England, London, South EastEligibility: SME eligible
Extensions: Initial contract period 15th February 2027 - 14th February 2029 The contract will be awarded for an initial term of 2 years with the option to extend for up to six years with a maximum overall term of 8 years.
79342310 Customer survey services

What it takes to win
i

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 more
How bids were scored
Quality: 40%Price: 60%
Published sub-criteria (2)
  • Technical: 40%
  • Commercial: 60%
Published award criteria (2)
  • Technical
  • Commercial
What this means for your bid
  • Price carries 60 of 100 points: a 10% discount moves about 6 points. This one is won on the number: sharpen the price before polishing the prose.

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
Closed
Procurement threshold
Above threshold (FTS publication)
Regulatory regime
Utilities
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 Jun 2026, 12:29 BST
Last source update
3 Jun 2026, 09:04 BST
Award evaluation window
Submission end – 30 Sept 2026
Authority reference
C-04436
FTS notice number
2026/S 000-051849
Latest notice
Tender notice (UK4)
Classification (CPV)
Customer survey services
Delivery area
East of England (UKH)London (UKI)South East (UKJ)
Official registry OCID
ocds-h6vhtk-06ab5f Find a Tender
How it runs

Selection questionnaire (SQ) submissions will be scored in accordance with the criteria defined in the SQ documentation. Suppliers that are shortlisted will be invited to submit a proposal in response to the invitation to tender (ITT).

Tender submissions will be evaluated and clarification meetings conducted (virtually or in-person). Affinity Water may negotiate with tenderers and/or request best and final offers (BAFO).

The successful tenderer will be awarded the agreement according to the percentage weightings and criteria set out in the ITT.

How it was run

Official notice
Run through: In-tend · Who buys & how to bid on In-tend
Supplier login requiredElectronic submission allowedLanguage: EN
Access & registration note: Free · one account per buying organisation's portal · reCAPTCHA on signup
Requests to participate (first stage)
2 Jul 2026, 09:00 BST
Submission deadline
2 Jul 2026, 09:00 BST
Clarification deadline
19 Jun 2026, 12:00 BST
Submission channel
Official e-sourcing portal
Electronic submission
Allowed
Accepted languages
en
Detailed submission instructions & authority contactsFrom official release

Please note that this procurement process will be conducted electronically.

All documents and communications will be managed through the Affinity Water e-tendering portal called 'In-tend'.

If you are interested in this opportunity, please follow the steps below:

1 - Register on our e-procurement portal In-tend (located here: in-tendhost.co.uk/affinitywater ↗).

2 - Send an email to [email protected] by 09:00am on 2nd July 2026 to confirm:

i) that your company intends to participate in this process

ii) that you have registered your company on In-tend

(Please use reference 'C-04436' in the title of the email).

Selection questionnaire (SQ) documents will be issued after the registration closing date.

Timeline

2 Jun 2026 → 15 Feb 2027 · 5 dates
  1. Tender notice published142 days ago
    2 Jun 2026, 12:29 BST
  2. Clarification questions by125 days ago
    19 Jun 2026, 12:00 BST
  3. Submission deadline112 days ago
    2 Jul 2026, 09:00 BST
  4. Award decision expected by21 days ago
    30 Sept 2026, 23:59 BST
  5. Today
    22 Oct 2026
  6. Contract startsin 116 days
    15 Feb 2027

Notice history

2 events · 2 releases on Find a Tender · since 2 Jun 2026
  1. Tender notice published
    2 Jun 2026, 12:29 BST
    UK4
  2. Tender notice published
    3 Jun 2026, 09:04 BST
    UK4
Published amendments (1)

Minor amendment made to the scope of service.

Contracting authority & participating public bodies

AFFINITY WATER LIMITED

Contracting authorityPrivate utility GB-COH: 02546950 · GB-PPON: PMRZ-1695-VBDV Tamblin Way, Hatfield, East of England, AL10 9EZContact name, email

Official documents & specifications (2)

Official links; attachments are not copied

Notices published for this procedure

  • Tender notice tenderTender noticeUK4Tender notice on Find a Tender
  • Tender notice tenderTender noticeUK4Tender notice on Find a Tender