Published date: 2 June 2021

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: 5 July 2021, 12pm

Contract summary

Industry

  • Customer satisfaction survey - 79342311

Location of contract

LE27EA

Value of contract

£255,000 to £375,000

Procurement reference

PAPP-0136.1

Published date

2 June 2021

Closing date

5 July 2021

Closing time

12pm

Contract start date

1 April 2022

Contract end date

31 March 2025

Contract type

Service contract

Procedure type

Restricted procedure (above threshold)

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

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

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

PA Housing is carrying out the procurement for the delivery of a Customer Satisfaction Survey Platform for obtaining feedback from customers, residents and specific focus groups. PA Housing aims to obtain customer feedback through two different methods of customer satisfaction surveys:

Lot 1: Transactional Surveys

Following customer engagement with one of the services provided by PA Housing, a survey is sent to the customer asking for their feedback on the service. Currently PA Housing offers this survey for the following services: Responsive Repairs, Gas repairs, Gas Servicing, Cleaning Services, Grounds Maintenance, Complaints, New Customers, Tenancy Sustainment, and Income Services.

PA Housing aims to expand the surveys to other services provided, such as post contact center call. These surveys are to be offered to our customers within 24 hours of engaging with the services and by either text messaging, automated voice calls or emails.

Lot 2: Perception Surveys and in depth & focused research

PA Housing currently offers a STAR survey to a sample of our customers on a quarterly basis. These surveys are offered to our customers either by person to person phone calls or by email.

The perception surveys follow the HouseMark guidelines, allowing PA Housing to benchmark across sectors.

It is intended that PA Housing will enter into Contract(s) with the successful Supplier(s) in November 2021 with the Contract(s) commencing on 1 January 2022, and subject to annual reviews, run for a period of three years with the option to extend by one year plus one further year at A Housing's discretion. The maximum duration of the contract is therefore five years.

The bidders event will take place at 11.00 am on Friday 11th June 2021 via MS Teams and bidders are requested to submit their interest and email addresses via In Tend.

More information

Links

Additional text

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://intendhost.co.uk/pahousing/aspx/Home


Is a Recurrent Procurement Type? : Yes

About the buyer

Contact name

Chris Ducker

Address

Bede
Island
Leicester
LE27EA
United Kingdom

Telephone

01162044168

Email

Christopher.Ducker@pahousing.co.uk