Published date: 23 September 2019

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 9 October 2019

Contract summary

Industry

  • Training services - 80500000

  • Training programme services - 80521000

  • Management training services - 80532000

    • Personal development training services - 80570000

Location of contract

Yorkshire and the Humber

Value of contract

£0 to £35,000

Procurement reference

MT217430

Published date

23 September 2019

Closing date

9 October 2019

Contract start date

10 October 2019

Contract end date

27 March 2020

Contract type

Service contract

Procedure type

Open procedure (below threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements below the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

We are an ambitious Housing Association going through a structural and cultural transformation from customer service to a customer experience based organisation embracing the digital agenda while ensuring we retain our local presence.
We recognise that to make this shift to customer experience we will need to support colleagues to put the customer at the heart of all our activity and understand the behaviours that drive great customer experiences.
We are currently developing our customer experience vision along with the framework of behaviours needed to support our customer experience activity going forward.
Once the values and behaviours framework is in place we are looking for a provider who will design and deliver a series of workshop style events (Workshops aimed at all colleagues / workshops aimed at Line Managers) which will launch and start to embed the vision and behaviours across Broadacres.
The workshops objectives should be around:
-Introduce colleagues to the new vision and behaviours framework they developed
-(For Line Managers) To understand the importance of role modelling behaviour
- How to encourage great behaviours and feedback on poor behaviours
-Encourage and empower colleagues to make the shift to Customer experience mindset
-Develop their 'customer experience' skill set
Background
We were established in 1993 as a stock transfer in Hambleton and over time we have grown. Now we own and manage over 6,400 homes across the whole of Nor...th learning disabilities and mental health issues. Our team is over 350 strong including 100 people within property maintenance and a further 100 delivering care and support services across North Yorkshire.
Our vision - To be the best rural housing association in the country.
Broadacres currently has stock in Hambleton, Darlington, Richmondshire, Harrogate, Redcar and Cleveland, Ryedale, Scarborough, Selby, East Riding of Yorkshire, York and Leeds, and we provide homes for rent, shared ownership and outright sale, as well as providing a range of support services to different client groups including persons with mental health problems, learning disabilities, older persons, people with physical disabilities, those fleeing domestic abuse and single young people who are homeless.
Whether it is carrying out repairs to ensure our customer's homes are kept to the highest standards or providing ways of saving money, we strive to ensure our customers receive a first-class service and that ultimately, they are proud to say they live in a Broadacres home.
Our mission - Great people, providing great homes and great customer experiences across our rural communities.
The objectives of the corporate strategy are to create:
- Great homes to live in
- Great customer experiences; and
- Great places to live
Three things will make this possible:
- Great people
- Great governance
- Great finances
Our website https://www.broadacres.org.uk/ gives more background information.

More information

Links

About the buyer

Contact name

Rosanna James

Address

Mount View
Standard Way Business Park
Northallerton
DL6 2YD
England

Telephone

+44 1609767683

Email

rosanna.james@broadacres.org.uk

Website

www.broadacres.org.uk