Auditing services

Tender description

The Quality Assurance and Audit Agency is required to support the delivery of the Warm Homes Programme by giving the Welsh Government confidence that the services provided and the installation of Measures undertaken by the Nest and Arbed Scheme Managers are compliant in terms of both the contracts and industry standards. The key objective of this procurement process is to secure a Quality Assurance and Audit Agency to provide the Client with confidence that the services provided and the installation of Measures undertaken by the Scheme Managers are compliant, in terms of both contractual and industry standards, and deliver value for money. The Agency will be responsible for inspecting a proportion of activity undertaken by the Scheme Managers across the entire Customer journey, as well as checking other aspects of delivery (such as confirming that households given a service under the Scheme Mangers’ contract are indeed eligible to receive that service). The audits will cover all aspects of the Warm Homes Programme delivery from initial customer contact, Whole House Assessment, work in progress, completed Installation, Inspection, Remedial Action, Invoicing and the accuracy of reporting against Key Performance Indicator’s (KPIs) and Service Level Agreements (SLAs).