Awarded contract

Avanti West Coast, Service Quality Regime (SQR) procurement - 2025

Details

Buyer: First Trenitalia West Coast Rail Ltd (t/a Avanti West Coast)
Supplier(s): Mystery Shoppers Ltd
Value: GBP 607,500
Duration: 3 years
Topic: System and support services
Published: 19 December 2025
Source: uk:find_a_tender

Tender description

As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover: • Station inspections • Train inspections • Customer Service mystery shopping • Re-inspections for failures to confirm improvement In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network. o Service Quality Register o Service Quality App/Inspections Software o Service Quality Inspections and Re-inspection ## Contract award

Timeline

Completed: Award published19 December 2025
Current notice
Completed: Award date19 December 2025
Next: Contract expiry date31 March 2029in 3 years

About the buyer

First Trenitalia West Coast Rail Ltd (t/a Avanti West Coast) is a public sector buyer in United Kingdom publishing tenders and awards on Stotles. Explore their procurement activity and find more opportunities like this one.

Relevant CPV codes

72250000 · System and support services
79212000 · Auditing services

Decision makers

Connect with the people behind this procurement.

Job title	Phone number	Work email
Head of Procurement	+44 •••• ••••••	••••••••@first-trenitalia-west-coast-rail-ltd-t-a-avanti-west-coast.gov
Commercial Director	+44 •••• ••••••	••••••••@first-trenitalia-west-coast-rail-ltd-t-a-avanti-west-coast.gov
Procurement Manager	+44 •••• ••••••	••••••••@first-trenitalia-west-coast-rail-ltd-t-a-avanti-west-coast.gov
Category Lead	+44 •••• ••••••	••••••••@first-trenitalia-west-coast-rail-ltd-t-a-avanti-west-coast.gov
Senior Buyer	+44 •••• ••••••	••••••••@first-trenitalia-west-coast-rail-ltd-t-a-avanti-west-coast.gov
Contracts Manager	+44 •••• ••••••	••••••••@first-trenitalia-west-coast-rail-ltd-t-a-avanti-west-coast.gov