Published date: 13 December 2022

Last edited date: 23 December 2022

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: 6 January 2023, 12pm

Contract summary

Industry

  • Business and management consultancy and related services - 79400000

  • Business and management consultancy services - 79410000

Location of contract

London

Value of contract

£0

Procurement reference

SUT001-DN646958-08056575

Published date

13 December 2022

Closing date

6 January 2023

Closing time

12pm

Contract start date

17 January 2023

Contract end date

24 April 2023

Contract type

Service contract

Procedure type

Open procedure

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

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

Sutton Housing Partnership (SHP) is an Arm's Length Management Organisation (ALMO) providing a repairs and maintenance service to residents living in 7,500 homes in the Borough, with a portfolio ranging from high rise estates, small residential blocks and street properties. It is a high performing ALMO with aspirations to be the best and deliver outstanding services to each and every resident.

SHP wishes to contract with a company who will be able to deliver:

- A review of the customer experience and journey of our residents to support the future operations delivery model and compliance with the Regulator for Social Housing Consumer Standards, tenant satisfaction and perception measures from April 2023
- To undertake a review of all the access points into SHP, and to provide options for the future service delivery model for customer services with a summary of each explaining the benefits and implications. These should include high level costs versus the current operating model.
- To review all the transactional hand-offs for enquiries and impact on the customer journey and make recommendations to reduce hand-offs and costs with the aim of achieving 80% completion of enquiry at first contact
- A high-level review of the current CRM module implementation in NEC [Northgate Housing Management System] 1 year after implementation to provide assurance the CRM system is being utilised to its full potential
- Review current customer satisfaction measures, collation of feedback using existing technology and capability of the website and to recommend a performance management framework
- Provide recommendations for customer service learning and development for all front line and back office colleagues
- Engage with service users for their feedback of their experience of the SHP service
- Provide a report of recommended actions and an implementation plan for short, medium and long term improvements
- Provide a summary of the support provided for implementation of the recommendations.

https://www.londontenders.org/ Reference DN646958

More information

Previous notice about this procurement

Consultant Support for the Review of Customer Experience

  • Opportunity
  • Published 13 December 2022, last edited 23 December 2022

About the buyer

Contact name

Corporate Procurement

Address

Sutton Gate
1 Carshalton Road
Sutton
SM1 4LE
England

Telephone

+44 2087706636

Email

corporate.procurement@sutton.gov.uk

Website

https://www.suttonhousingpartnership.org.uk/