Customer Feedback Collection Services

Service Overview

Beyond Housing Ltd is a Housing Association who have a portfolio of approximately 15,000 properties in the North- East of England. There are three primary geographical areas in which Beyond Housings properties are located with approximately 10,000 houses located in the Redcar (North) area and a further 5,000 houses located in the Scarborough and Whitby areas (South).

Beyond Housing places significant importance on listening to customers and using feedback to understand customer experience, measure performance, identify service improvements and meet regulatory requirements.

The organisation currently collects customer feedback across a range of customer journeys and service interactions, including repairs, housing management, complaints, customer contact and wider perception-based feedback. Feedback is used to support operational service improvement, performance management, regulatory reporting and strategic decision-making.

Beyond Housing is seeking to understand how the market can support both transactional customer feedback collection and Tenant Satisfaction Measures (TSM) perception survey requirements through a future single contract arrangement that delivers high-quality data, strong customer engagement, robust insight and value for money.

There are currently two contracts in place:

1. Customer Feedback Collection Platform and Services - This contract provides the organisation's customer feedback management platform and associated survey collection services. The contract supports transactional feedback collection across multiple customer journeys through a mixture of SMS, email and other digital survey methods, alongside reporting, dashboarding and customer insight functionality. The current contract is due to expire in April 2027.

2. Tenant Satisfaction Measures (TSM) Perception Survey Collection Services - This contract provides the annual collection of Tenant Satisfaction Measures (TSM) perception survey data in line with the Regulator of Social Housing's requirements. The service includes survey design, sampling methodology, fieldwork delivery, data collection, validation and reporting. The current methodology is delivered through a mixed-mode approach including telephone and digital survey channels. The current contract is due to expire in June 2027.

Beyond Housing is planning on aligning the contract dates, combining the requirements and undertaking one procurement exercise to cover both requirements from June 2027.

Procurement Overview

Beyond Housing are preparing to go out to the market to procure for Customer Feedback Collection Services around the end of September/October 2026, with a contract start date estimated of June 2027. The timeline incorporates a handover/mobilisation period of March-June 2027.

The main purpose of this exercise is to explore the market and understand the volume of potential bidders in the market, preferred term, contract structure, and general interest in the opportunity. Beyond are also looking to understand any value adding suggestions that companies can deliver and how this can be cost effective in a contracted arrangement.

The feedback from this exercise will help;

• Inform our procurement strategy for this requirement, and

• Assist in structuring the contract terms.

This is an information gathering exercise only to help us understand what options are available and establish a market appetite. Beyond Housing will not commit to any information provided at this stage.

Return Date

If you are able to complete the questionnaire as part of our market research activity, please return by Tuesday 25th August at 12noon.

The questionnaire can be found at the following url https://forms.cloud.microsoft/e/qyMVqM2adV

If you have any issues accessing the questionnaire please contact procurement@beyondhousing.co.uk

Please note that all values and dates entered in this notice, at this stage, are estimated- the market engagement may inform the length of the contract and therefore affect dates and contract values.