Customer Survey Contract - Newark and Sherwood

Tender description

This specification is for the provision of customer surveys (transactional and perception) and related reporting to support effective management of satisfaction with housing services. Newark and Sherwood District Council delivers a range of Council services to residents of Newark and Sherwood District, including providing Council homes and related housing management services for approximately 5,533 households via its housing service. It also provides some housing support services to private residents, e.g. 'careline'. The Council's Vision, Values and Objectives all contribute towards the aim of 'serving people and improving lives'. Further details can be viewed in our Community Plan. The Council's housing service has had two consecutive 3 year contracts (+ 2 years extended) to date to provide its transactional customer satisfaction survey and STAR survey since 1 January 2016, and the current contract is coming to end on 31 December 2023. There is continued support for an external provider to conduct this work on the Council's behalf because of the resource and expertise required, the value of using an impartial third party provider, the value in the data received to both highlight issues and drive service improvements and the regulatory requirements for the Council to collect and report on tenant satisfaction with housing services. The Council is seeking to procure an external provider to conduct customer satisfaction surveys on the Council's behalf and to collate and present the data in a format in which it can be utilised for both customer insight and to improve performance. The contract will include carrying out both weekly transactional surveys and annual perception surveys. Further detail is provided in the Statement of Requirements. The proposed contract period will be for 3 years with a potential to extend of a further 2 years, subject to approval. The deadline for tenders to be submitted will be 12 noon on Friday 1st December 2023.