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PROCUREMENT OPPORTUNITY

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

FIRST TRENITALIA WEST COAST RAIL LIMITED · Tender notice on Find a Tender

Tender information last checkedLast checked 30 Sept 2026, 00:02.

Opportunity overview

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

Awarded to

Amounts belong to published awards or contracts. Where several suppliers share one value, it is labelled as shared and is not a supplier-specific allocation.

Mystery Shoppers Limited

Matched by number
Published award value
£607.5k
Awarded
19 Dec 2025
Award ID
1
Status
pending
Identifier
GB-COH 2654347
Location
London, UKI63, SW19 2RR, United Kingdom

Classification

  • CPV72250000 — System and support services
  • CPV79212000 — Auditing services

Lots

  • Lot 1£850k

Documents and notices

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
FX1204
Status
complete
Above Threshold
Yes
Procurement Method
selective
Main Procurement Category
services
How to submit
Access to the expression of interest can be found at:- http://redirect.transaxions.com/events/CsoqG The procurement will be run on the WaxDigital procurement platform by First Trenitalia West Coast Rail Limited (the "Client") in connection with the procurement for the provision of Service Quality Regime procurement - 2025 (the "Project"). For the avoidance of doubt, the Client acts in accordance with its procurement policy which is consistent with the Procurement Act 2023 (the "Act").
Procurement Method Details
Competitive flexible procedure
Expression Of Interest Deadline
7 May 2025, 17:00

Procedure

Features
This will be a two stage process with Pre Qualification Stage (PQQ). Following the evaluation of the PQQ responses, the Client will shortlist the Applicants it will invite to tender in accordance with the terms of the PQQ. The Client reserves the right to limit the number of Applicants that are invited to tender to a maximum of five Applicants. Only Applicants that score a "Pass" for all non-qualitatively scored questions in the PQQ will be considered and places will be awarded in order of highest to lowest score. The client reserves the right, in its absolute discretion, to invite more Applicants if there is a tie in the scores between two or more Applicants for the final place. The PQQ will be followed by an Invitation to Tender (ITT) with shortlisted bidders being taken forward to a Presentation stage before final evaluation and award. The final scores for each Tender will be added together, after application of the relevant weightings, to receive a final score for each Tender. The Tenders will then be ranked according to the final scores received to identify the Most Advantageous Tender. The Client intends to award the contract to the highest scoring Tender.

Amendments

Entry 1
Id
014707-2025
Description
A correction was made to the scope description

Legal basis

Id
2023/54
Scheme
UKPGA

Expected award period

Ends
24 Jul 2025, 23:59

Special regime

utilities

Submission terms

Electronic Submission Policy
allowed

Languages

en

Lots and requirements

Entry 1
Id
1
Status
complete

Value

Amount
850,000
Currency
GBP
Including VAT
1,020,000

Second Stage

Maximum Candidates
5

Suitability

Sme
Yes

Award criteria

Criteria

Criterion 1
Name
Pricing Submission
Type
cost

Numbers

Entry 1
Number
40
Weight
percentageExact
Criterion 2
Name
Service Specification & Innovation
Type
quality

Numbers

Entry 1
Number
25
Weight
percentageExact
Criterion 3
Name
Programme & Delivery
Type
quality

Numbers

Entry 1
Number
25
Weight
percentageExact
Criterion 4
Name
Sustainability & Inclusion
Type
quality

Numbers

Entry 1
Number
10
Weight
percentageExact

Contract period

Ends
11 Nov 2028, 23:59
Starts
12 Nov 2025, 00:00

Selection criteria

Criteria

Criterion 1
Type
economic
Description
This procurement process is being advertised and run by Avanti West Coast on its own behalf and on behalf of the successor operator of the rail passenger transport services in respect of West Coast Franchise. That successor operator will be a public sector company, is expected to be a wholly owned subsidiary of DfT OLR Holdings Limited and will be ultimately owned by the Secretary of State for Transport. The date for transfer of the current operations to the successor operator is not yet confirmed. Where the transfer is completed before contract award under this procurement process, the successor operator may elect (but will not be obliged) to carry on with this procurement process in place of Avanti West Coast, by taking on the role of contracting entity from the date of completion of the transfer (with this notice and all other procurement documents to be interpreted accordingly). Where the transfer is not yet completed by the time of contract award, contractual rights may be included in the contractual arrangements to enable transfer to the successor operator. Bidders should note that this procurement process (if ongoing), or any awarded contract, may be included in a transfer scheme made by the Secretary of State under section 12 of the Railways Act 2005, or the transfer may be effected outside of, or separate from, such a scheme. If transfer takes place before the contract award the successor operator shall assume all the rights of the Client set out in this document. All references to Avanti West Coast shall be deemed to refer to the successor operator for the purposes of this procurement and the successor operator shall be entitled to continue or terminate this procurement as if it was involved from the outset.
Criterion 2
Description
The Pre Qualification Questionnaire (PQQ) will be evaluated in line with the criteria stated within the PQQ. Following the evaluation of the PQQ responses, the Client will shortlist the Applicants it will invite to tender in accordance with the terms of the PQQ. The Client reserves the right to limit the number of Applicants that are invited to tender to a maximum of five Applicants. Only Applicants that score a "Pass" for all non-qualitatively scored questions in this PQQ will be considered and places will be awarded in order of highest to lowest score. The client reserves the right, in its absolute discretion, to invite more Applicants if there is a tie in the scores between two or more Applicants for the final place.
For Reduction
Yes

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKC
Country
GB
Country Name
United Kingdom
Entry 2
Region
UKD
Country
GB
Country Name
United Kingdom
Entry 3
Region
UKE
Country
GB
Country Name
United Kingdom
Entry 4
Region
UKF
Country
GB
Country Name
United Kingdom
Entry 5
Region
UKG
Country
GB
Country Name
United Kingdom
Entry 6
Region
UKH
Country
GB
Country Name
United Kingdom
Entry 7
Region
UKI
Country
GB
Country Name
United Kingdom
Entry 8
Region
UKJ
Country
GB
Country Name
United Kingdom
Entry 9
Region
UKK
Country
GB
Country Name
United Kingdom
Entry 10
Region
UKL
Country
GB
Country Name
United Kingdom
Entry 11
Region
UKM
Country
GB
Country Name
United Kingdom
Entry 12
Region
UKC
Country
GB
Country Name
United Kingdom
Entry 13
Region
UKD
Country
GB
Country Name
United Kingdom
Entry 14
Region
UKE
Country
GB
Country Name
United Kingdom
Entry 15
Region
UKF
Country
GB
Country Name
United Kingdom
Entry 16
Region
UKG
Country
GB
Country Name
United Kingdom
Entry 17
Region
UKH
Country
GB
Country Name
United Kingdom
Entry 18
Region
UKI
Country
GB
Country Name
United Kingdom
Entry 19
Region
UKJ
Country
GB
Country Name
United Kingdom
Entry 20
Region
UKK
Country
GB
Country Name
United Kingdom
Entry 21
Region
UKL
Country
GB
Country Name
United Kingdom
Entry 22
Region
UKM
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
72250000
Scheme
CPV
Description
System and support services
Entry 2
Id
79212000
Scheme
CPV
Description
Auditing services

Published documents

Entry 1
Id
conflictOfInterest
Description
Not published
Document Type
conflictOfInterest
Entry 2
Id
014699-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
11 Apr 2025, 15:00
Entry 3
Id
014707-2025
Format
text/html
Notice Type
UK4
Description
Tender notice on Find a Tender
Document Type
tenderNotice
Published
11 Apr 2025, 15:10

Buyer, suppliers and contacts

Organisation 1
Id
GB-COH-10349442
Name
FIRST TRENITALIA WEST COAST RAIL LIMITED

Roles

buyer

Address

Region
UKI32
Country
GB
Locality
London
Postal Code
W2 1AF
Country Name
United Kingdom
Street Address
8th Floor The Point

Details

Classifications

Entry 1
Id
publicUndertaking
Scheme
UK_CA_TYPE
Description
Public undertaking

Identifier

Id
10349442
Scheme
GB-COH

Contact

Name
Mark Ibbs

Additional Identifiers

Entry 1
Id
PGLQ-8629-CMPG
Scheme
GB-PPON
Organisation 2
Id
GB-COH-2654347
Name
Mystery Shoppers Limited

Roles

supplier

Address

Region
UKI63
Country
GB
Locality
London
Postal Code
SW19 2RR
Country Name
United Kingdom
Street Address
Dalton House, 60 Windsor Avenue

Details

Vcse
No
Scale
sme
Sheltered Workshop
No
Public Service Mission Organization
No

Identifier

Id
2654347
Scheme
GB-COH

Contact

Additional Identifiers

Entry 1
Id
PQPW-7527-MTNZ
Scheme
GB-PPON

Award information

Award 1
Id
1
Date
19 Dec 2025, 00:00
Status
pending
Above Threshold
Yes
Main Procurement Category
services
Assessment Summaries Date Sent
19 Dec 2025, 00:00

Items

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKC
Country
GB
Country Name
United Kingdom
Entry 2
Region
UKD
Country
GB
Country Name
United Kingdom
Entry 3
Region
UKE
Country
GB
Country Name
United Kingdom
Entry 4
Region
UKF
Country
GB
Country Name
United Kingdom
Entry 5
Region
UKG
Country
GB
Country Name
United Kingdom
Entry 6
Region
UKH
Country
GB
Country Name
United Kingdom
Entry 7
Region
UKI
Country
GB
Country Name
United Kingdom
Entry 8
Region
UKJ
Country
GB
Country Name
United Kingdom
Entry 9
Region
UKK
Country
GB
Country Name
United Kingdom
Entry 10
Region
UKL
Country
GB
Country Name
United Kingdom
Entry 11
Region
UKM
Country
GB
Country Name
United Kingdom

Additional Classifications

Entry 1
Id
72250000
Scheme
CPV
Description
System and support services
Entry 2
Id
79212000
Scheme
CPV
Description
Auditing services

Value

Amount
607,500
Currency
GBP
Including VAT
729,000

Documents

Entry 1
Id
084803-2025
Format
text/html
Notice Type
UK6
Description
Contract award notice on Find a Tender
Document Type
awardNotice
Published
19 Dec 2025, 11:26

Suppliers

Supplier 1
Id
GB-COH-2654347
Name
Mystery Shoppers Limited

Milestones

Entry 1
Id
1
Type
futureSignatureDate
Status
scheduled
Due
16 Feb 2026, 23:59

Related lots

1

Contract period

Ends
31 Mar 2029, 23:59
Starts
1 Apr 2026, 00:00

Standstill Period

Ends
5 Jan 2026, 23:59

Recorded locations

  • Buyer location · London · UKI32 · W2 1AF · United Kingdom
  • Delivery location · UKC · United Kingdom
  • Delivery location · UKD · United Kingdom
  • Delivery location · UKE · United Kingdom
  • Delivery location · UKF · United Kingdom
  • Delivery location · UKG · United Kingdom
  • Delivery location · UKH · United Kingdom
  • Delivery location · UKI · United Kingdom
  • Delivery location · UKJ · United Kingdom
  • Delivery location · UKK · United Kingdom
  • Delivery location · UKL · United Kingdom
  • Delivery location · UKM · United Kingdom

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-0501bb-2025-12-19T11:26:14ZTender notice on Find a Tender ·