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PROCUREMENT OPPORTUNITY

Provision of Customer Insight/Feedback Tool

Together Housing Association Limited · Contract details notice on Find a Tender

Tender information last checkedLast checked 27 Sept 2026, 04:21.

Opportunity overview

Together Housing is seeking a product and service solution to measure customer satisfaction on a transactional basis. The customer insight/feedback tool is to be used by multiple workstreams to gather customer feedback after a particular contact or service. Our current system is used to review feedback, respond to customer alerts (low scores), and manage teams. Together Housing are seeking a solution which improves upon Togethers current system by providing feedback mechanisms for both simple and complex interactions and for services affecting multiple residents. Together Housing and the communication and customer experience team are procuring a customer insight tool via an Open Tender under the Procurement Act 2023. The contract will commence on 1st September 2026. Together Housing Association Limited (THA) intend to enter into an Agreement with one organisation for a Contract Term of two years (24 months), with the possibility of two (2) twelve (12) month extension periods, subject to satisfactory performance and adherence to the terms of the agreement. Therefore, the maximum contract term will be four (4) years including extension periods.

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.

Customer Sure Limited

Match pending…
Published award value
Value not stated
Awarded
Not supplied
Contract signed
6 Jul 2026
Award ID
1
Status
active
Identifier
GB-PPON PWGR-6773-BGPR
Location
Newcastle upon Tyne, UKC22, NE4 8AW, United Kingdom

Classification

No classification was supplied.

Lots

  • Lot 1Value not stated

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
THG/P/00142
Status
complete
Procurement Method
open
Procurement Method Details
Open procedure

Legal basis

Id
2023/54
Scheme
UKPGA

Lots and requirements

Entry 1
Id
1
Status
complete

Published documents

Entry 1
Id
conflictOfInterest
Document Type
conflictOfInterest
Description
Not published

Buyer, suppliers and contacts

Organisation 1
Name
Together Housing Association Limited
Id
GB-CHC-28687R

Identifier

Scheme
GB-CHC
Id
28687R

Address

Street Address
Bull Green House
Locality
Halifax
Postal Code
HX1 2EB
Country
GB
Country Name
United Kingdom
Region
UKE44

Contact

Roles

buyer

Details

Classifications

Entry 1
Scheme
UK_CA_TYPE
Id
publicUndertaking
Description
Public undertaking
Organisation 2
Name
Customer Sure Limited
Id
GB-PPON-PWGR-6773-BGPR

Identifier

Scheme
GB-PPON
Id
PWGR-6773-BGPR

Address

Street Address
John Buddle Work Village, Buddle Road,
Locality
Newcastle upon Tyne
Postal Code
NE4 8AW
Country
GB
Country Name
United Kingdom
Region
UKC22

Contact

Roles

supplier

Details

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

Award information

Award 1
Id
1
Status
active
Main Procurement Category
services

Items

Item 1
Id
1
Related Lot
1

Additional Classifications

Entry 1
Scheme
CPV
Id
79342310
Description
Customer survey services
Entry 2
Scheme
CPV
Id
79300000
Description
Market and economic research; polling and statistics
Entry 3
Scheme
CPV
Id
79342311
Description
Customer satisfaction survey

Suppliers

Supplier 1
Id
GB-PPON-PWGR-6773-BGPR
Name
Customer Sure Limited

Related lots

1

Contracts and changes

Entry 1
Id
1
Award ID
1
Status
active
Has Renewal
Yes
Above Threshold
Yes
Date Signed
7 Jul 2026, 00:00

Period

Starts
1 Sept 2026, 00:00
Ends
31 Aug 2028, 23:59
Max Extent Date
31 Aug 2030, 23:59

Renewal

Description
two twelve month extension options

Value

Including VAT
400,000
Currency
GBP

Agreed Metrics

Entry 1
Id
1
Title
System availability (uptime)
Description
System available 99% of the time during business hours

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 2
Id
2
Title
Feedback volume
Description
Handle at least 15,000 feedback requests per month across all channels (SMS, email, web) without service degradation

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 3
Id
3
Title
Survey engagement
Description
Supplier to “teach and encourage” best practices and use best endeavour to optimise response rates to target improvement on current Customers 23% response rate for surveys. Note: This is a target and not a confirmed KPI

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 4
Id
4
Title
Data compliance
Description
100% adherence to GDPR and internal data protection standards, including encryption and secure storage

Observations

Entry 1
Id
frequency

Period

Duration In Months
1
Entry 5
Id
5
Title
Customer alerts
Description
Immediate flagging of low scores with automated notifications to relevant teams.

Observations

Entry 1
Id
frequency

Period

Duration In Months
1

Documents

Entry 1
Id
064645-2026
Document Type
contractNotice
Notice Type
UK7
Description
Contract details notice on Find a Tender
Published
9 Jul 2026, 12:06
Format
text/html

Recorded locations

  • Buyer location · Halifax · UKE44 · HX1 2EB · United Kingdom

Notice and amendment history

3 published notice versions reviewed by ProcuraAxis.

3 VERSIONS
  1. 017322-2026Tender notice on Find a Tender ·
  2. 040720-2026Contract award notice on Find a Tender ·
  3. 064645-2026Contract details notice on Find a Tender ·