Estimated Value
Up to £200,000
Deadline
22 August 2025
Published
5 November 2025
Type
Not specified
Overview
Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback.
Programme Objectives •Capture real-time feedback across a wide range of customer journeys •Improve service delivery and reduce customer effort •Enable a robust loop-closing process to resolve issues quickly •Provide actionable insight through AI-driven analysis and dashboards •Support a flexible, scalable model that evolves with organisational needs. Certain customer journeys will require feedback collection at multiple stages (as specified above), such as an initial survey after a repair request is raised, followed by a separate survey upon completion of the repair.
The pricing model should reflect this multi-touchpoint approach, as well as support a scalable framework that can adapt to varying volumes and journey complexities. Additionally, the solution should accommodate the future inclusion of new feedback channels, including digital engagement touchpoints such as website interactions, portal sign-up and portal use/pop-ups. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?not...
Contact & helpdesk
Scope of Services The programme will initially cover the following customer journeys/transactions: •Responsive repairs (raising and completion) •Cyclical checks (completion) •Planned capital investment/maintenance/retrofit (completion) •Grounds maintenance (completion) •Complaints (raising and completion) •ASB (raising, mid-journey and completion) •Disruptive behaviour (raising, mid-journey and completion) •Customer service centre contact (post-contact) •Lettings & marketing – new lets and relets (application, sign-up and move-in) •Shared ownership sales (appointment/visit, reservation and move-in) •Mutual exchange (application, sign-up and move-in) •Tenancy termination (completion) •Housing operations (raising and completion).
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Award Details
IN-HOUSE RESEARCH LIMITED
£240,000
Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
Cavendish Consulting Ltd
- 2
See Media Ltd
- 3
SPS Doorguard Ltd
Cavendish Consulting Ltd is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
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two years of filed accountsyour financial standingturnover vs contract valueyour Companies House recordcash flow for 30-day termscredit scores and ratios
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Buyer Profile
Stonewater LtdKey Dates
Published
5 November 2025
Submission deadline
22 August 2025
Notice type
award
Source
find a tender
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