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PROCUREMENT OPPORTUNITY

Provision of Service Quality Regime (SQR) and Related Services

Northern Trains Limited (NTL) · compiled

Tender information last checkedLast checked 29 Sept 2026, 19:12.

Opportunity overview

London North Eastern Railway Limited (LNER) and Northern Trains Limited (NTL) have a requirement to deliver a Service Quality Regime (SQR) in support of their obligations to the Department of Transport (DfT). In order to deliver the above we are looking for a supplier or suppliers to provide independent inspections and mystery shopping across our networks with the requirement split into four lots to obtain the best solution. Bidders are free to bid for any combination of the following four lots: - 1.Service Quality Management System 2.Service Quality Register 3.Service Quality App/inspections software 4.Service Quality Inspections There will also be a requirement to deliver reporting and insights in order to ensure full compliance with the SQR. During the life of any agreement there may also be an opportunity for TransPennine Trains Limited (TPT) to join the arrangement with further details provided in the tender documents.

Classification

  • CPV79212000 — Auditing services
  • CPV48610000 — Database systems
  • CPV48611000 — Database software package
  • CPV71315400 — Building-inspection services
  • CPV71631000 — Technical inspection services

Lots

  • Service Quality Management SystemValue not stated
  • Service Quality RegisterValue not stated
  • Service Quality App/inspections softwareValue not stated
  • Service Quality InspectionsValue not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
PL-23-337
Status
cancelled
Has Recurrence
No
Procurement Method
selective
Main Procurement Category
services
Procurement Method Details
Negotiated procedure with prior call for competition

Covered By

GPA

Legal basis

Id
32014L0025
Scheme
CELEX

Lot Details

Award Criteria Details
1,2,3, and 4
Maximum Lots Bid Per Supplier
9,999,999
Maximum Lots Awarded Per Supplier
4

Techniques

Has Framework Agreement
Yes

Framework Agreement

Maximum Participants
9,999,999

Tender Period

Ends
15 Jul 2024, 15:00

Contract terms

Has Electronic Payment
Yes
Electronic Invoicing Policy
allowed

Classification

Id
79212000
Scheme
CPV
Description
Auditing services

Submission terms

Languages

en

Submission Method

written

Lots and requirements

Entry 1
Id
1
Title
Service Quality Management System
Status
cancelled
Has Options
No
Has Renewal
Yes
Description
Provision of a Service Quality Management System (SQMS). delivering: An agnostic database capable of storing the data for the Service Quality Register (SQ Register), Inspections and Re-inspections (including internal evidencing) from multiple digital sources. “Instant” fault reporting while carrying out inspections through being able to link the SQMS to other systems (e.g., fleet and facilities management systems).

Renewal

Description
2 extension options of further periods of 12 months each.

Contract period

Duration In Days
1,080

Submission terms

Variant Policy
notAllowed
Entry 2
Id
2
Title
Service Quality Register
Status
cancelled
Has Options
No
Has Renewal
Yes
Description
The SQ Register will contain a detailed list of facilities and services for each SQ Area for every station and carriage type on trains (LNER do not require train carriage inspections). This is to be a live repository with the ability for NTL’s and LNER’s employees (or facilities contractors) to update assets therein in accordance with our respective asset management processes for updating, adding or removing assets. The SQ Register shall include as a minimum the following content:- •description, purpose and quantity of each facility or service •photographic evidence of each facility or service •details of the applicable Service Quality Indicators against which the facility or service will be measured and reported against

Renewal

Description
2 extension options of further periods of 12 months each

Contract period

Duration In Days
1,080

Submission terms

Variant Policy
notAllowed
Entry 3
Id
3
Title
Service Quality App/inspections software
Status
cancelled
Has Options
No
Has Renewal
Yes
Description
Provision of software with which the chosen Inspections provider will use to carry out the inspections. This must be capable of recording performance against all of the elements of the SQ Register to allow both inspections and re-inspections to be carried out. It is essential that this software allows the user carrying out an inspection to clearly mark 'pass', 'fail' or 'N/A' for Indicators/assets, and that changes can easily be made to the assessment criteria should these change in time.

Renewal

Description
2 extension options of further periods of 12 months each

Contract period

Duration In Days
1,080

Submission terms

Variant Policy
notAllowed
Entry 4
Id
4
Title
Service Quality Inspections
Status
cancelled
Has Options
No
Has Renewal
Yes
Description
Monitoring of the quality of our delivery with a programme of inspections across our network on stations, trains and for customer service elements at all times of the day and week to provide a representative measure of the experience our customers have. Users carrying out inspections will need to refer to and measure against the criteria set out in the Service Quality Schedules, but also taking account of the Supplementary Guidance that may be agreed between the DfT and NTL/LNER (and any other Operators) from time-to-time.

Renewal

Description
2 extension options of further periods of 12 months each

Contract period

Duration In Days
1,080

Submission terms

Variant Policy
notAllowed

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK

Additional Classifications

Entry 1
Id
48610000
Scheme
CPV
Description
Database systems
Item 2
Id
2
Related Lot
2

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK

Additional Classifications

Entry 1
Id
48610000
Scheme
CPV
Description
Database systems
Item 3
Id
3
Related Lot
3

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK

Additional Classifications

Entry 1
Id
48611000
Scheme
CPV
Description
Database software package
Item 4
Id
4
Related Lot
4

Delivery Location

Description
UNITED KINGDOM

Delivery locations

Entry 1
Region
UK
Entry 2
Region
UK

Additional Classifications

Entry 1
Id
71315400
Scheme
CPV
Description
Building-inspection services
Entry 2
Id
71631000
Scheme
CPV
Description
Technical inspection services

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-98935
Name
Northern Trains Limited (NTL)

Roles

buyer

Address

Region
UK
Locality
York
Postal Code
YO1 6JT
Country Name
United Kingdom
Street Address
George Stephenson House, Toft Green

Details

Classifications

Entry 1
Id
RAILWAY_SERVICES
Scheme
TED_CE_ACTIVITY
Description
Railway services

Identifier

Legal Name
Northern Trains Limited (NTL)

Contact

Name
Robin Horsman
Telephone
+44 7827937566
Organisation 2
Id
GB-FTS-111079
Name
London North Eastern Railway Limited

Roles

buyer

Address

Region
UK
Locality
York
Postal Code
YO1 6GA
Country Name
United Kingdom
Street Address
West Offices, Station Rise

Details

Identifier

Id
04659712
Legal Name
London North Eastern Railway Limited

Contact

Name
Annie Bradbury
Organisation 3
Id
GB-FTS-111080
Name
TransPennine Trains Limited

Roles

buyer

Address

Region
UK
Locality
London
Postal Code
SW1P 4DR
Country Name
United Kingdom
Street Address
Great Minster House,, 33 Horseferry Road,

Details

Identifier

Id
12544930
Legal Name
TransPennine Trains Limited

Contact

Name
Cheri Falkner
Organisation 4
Id
GB-FTS-111081
Name
Department for Transport

Roles

reviewBody

Address

Locality
London
Postal Code
SW1P 4DR
Country Name
United Kingdom
Street Address
, Great Minster House,, 33 Horseferry Road

Identifier

Legal Name
Department for Transport

Award information

Award 1
Id
005486-2025-1
Status
unsuccessful
Status Details
discontinued

Recorded locations

  • Buyer location · York · UK · YO1 6JT · United Kingdom
  • Delivery location · UK

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-0452e5-2025-02-17T19:05:06Zcompiled ·