Peabody Customer Survey Services Contract

Peabody Customer Survey Services Contract

To undertake our annual general satisfaction survey and monthly surveys for key service delivery areas which currently cover responsive repairs, the customer contact centre (Peabody Direct), gas servicing, complaints, anti-social behaviour (ASB), the Quality Homes programme, and lettings.

United Kingdom-London: Business services: law, marketing, consulting, recruitment, printing and security

2014/S 222-392735

Contract notice

Services

Directive 2004/18/EC

Section I: Contracting authority

I.1)Name, addresses and contact point(s)

Peabody Group
45 Westminster Bridge Road
Contact point(s): Procurement Team
For the attention of: Annika Karabanova
SE1 7JB London
UNITED KINGDOM
Telephone: +44 2070214000
E-mail: tender.contracts@peabody.org.uk
Fax: +44 2070214011

Internet address(es):

General address of the contracting authority: http://www.peabody.org.uk/

Electronic access to information: http://www.peabody.org.uk/tendersurvey

Further information can be obtained from: The above mentioned contact point(s)

Specifications and additional documents (including documents for competitive dialogue and a dynamic purchasing system) can be obtained from: The above mentioned contact point(s)

Tenders or requests to participate must be sent to: The above mentioned contact point(s)

I.2)Type of the contracting authority

Body governed by public law

I.3)Main activity

Housing and community amenities

I.4)Contract award on behalf of other contracting authorities

The contracting authority is purchasing on behalf of other contracting authorities: no

Section II: Object of the contract

II.1)Description

II.1.1)Title attributed to the contract by the contracting authority:

Peabody Customer Survey Services Contract.

II.1.2)Type of contract and location of works, place of delivery or of performance

Services
Service category No 10: Market research and public opinion polling services
NUTS code UKI1,UKI2,UKI

II.1.3)Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)

The notice involves a public contract
II.1.4)Information on framework agreement

II.1.5)Short description of the contract or purchase(s)

To undertake our annual general satisfaction survey and monthly surveys for key service delivery areas which currently cover responsive repairs, the customer contact centre (Peabody Direct), gas servicing, complaints, anti-social behaviour (ASB), the Quality Homes programme, and lettings.
The objective is to analyse and improve customer satisfaction, with the outcome being that we can shape our services to tailor to our customers’ needs.

II.1.6)Common procurement vocabulary (CPV)

79000000, 79310000, 79311000, 79311100, 79311200, 79311210, 79311300, 79342310, 79342311, 79342300, 79342320

II.1.7)Information about Government Procurement Agreement (GPA)

The contract is covered by the Government Procurement Agreement (GPA): no

II.1.8)Lots

This contract is divided into lots: no

II.1.9)Information about variants

Variants will be accepted: no
II.2)Quantity or scope of the contract

II.2.1)Total quantity or scope:

Peabody is inviting tenders from research agencies to carry out customer feedback research. The contract will be for 3 years, with an option to extend it for a further two 12 months periods, to a maximum 5 year contract term.
The successful Tenderer will undertake our annual general satisfaction survey and monthly surveys for key service delivery areas which currently cover responsive repairs, the customer contact centre (Peabody Direct), gas servicing, complaints, anti-social behaviour (ASB), the Quality Homes programme, and lettings.
The intention of this research is to provide us with insight into our customers’ experience of the services we provide. This valuable information will help inform service and product improvements.
The objective is to analyse and improve customer satisfaction, with the outcome being that we can shape our services to tailor to our customers’ needs.
We intend to conduct monthly and annual surveys through a combination of telephone and online customer satisfaction surveys for all our key service delivery areas.
We would expect the monthly surveys to be completed within a month (if not less) from when we provide the data to the supplier. This is a minimum so we can gather feedback from residents as soon after their service experience as possible.
Estimated value excluding VAT:
Range: between 531 000 and 800 000 GBP

II.2.2)Information about options

Options: no

II.2.3)Information about renewals

This contract is subject to renewal: no

II.3)Duration of the contract or time limit for completion

Duration in months: 60 (from the award of the contract)

Section III: Legal, economic, financial and technical information

III.1)Conditions relating to the contract
III.1.1)Deposits and guarantees required:
III.1.2)Main financing conditions and payment arrangements and/or reference to the relevant provisions governing them:
III.1.3)Legal form to be taken by the group of economic operators to whom the contract is to be awarded:

III.1.4)Other particular conditions

The performance of the contract is subject to particular conditions: no
III.2)Conditions for participation

III.2.1)Personal situation of economic operators, including requirements relating to enrolment on professional or trade registers

Information and formalities necessary for evaluating if the requirements are met: Please refer to questions in the ITT.

III.2.2)Economic and financial ability

Information and formalities necessary for evaluating if the requirements are met: Please refer to questions in the ITT for Full Details.
Minimum level(s) of standards possibly required: Tenderers must demonstrate sufficient financial standing and capacity to deliver the requirements of the Contract.

III.2.3)Technical capacity

Information and formalities necessary for evaluating if the requirements are met:
Please refer to questions in the ITT.
Minimum level(s) of standards possibly required:
Please refer to questions in the ITT.
III.2.4)Information about reserved contracts
III.3)Conditions specific to services contracts

III.3.1)Information about a particular profession

Execution of the service is reserved to a particular profession: no

III.3.2)Staff responsible for the execution of the service

Legal persons should indicate the names and professional qualifications of the staff responsible for the execution of the service: no

Section IV: Procedure

IV.1)Type of procedure

IV.1.1)Type of procedure

Open
IV.1.2)Limitations on the number of operators who will be invited to tender or to participate
IV.1.3)Reduction of the number of operators during the negotiation or dialogue
IV.2)Award criteria

IV.2.1)Award criteria

The most economically advantageous tender in terms of the criteria stated in the specifications, in the invitation to tender or to negotiate or in the descriptive document

IV.2.2)Information about electronic auction

An electronic auction will be used: no
IV.3)Administrative information

IV.3.1)File reference number attributed by the contracting authority:

As per Contract Title

IV.3.2)Previous publication(s) concerning the same contract

no
IV.3.3)Conditions for obtaining specifications and additional documents or descriptive document

IV.3.4)Time limit for receipt of tenders or requests to participate

8.1.2015 – 17:00
IV.3.5)Date of dispatch of invitations to tender or to participate to selected candidates

IV.3.6)Language(s) in which tenders or requests to participate may be drawn up

Other: English.

IV.3.7)Minimum time frame during which the tenderer must maintain the tender

in days: 120 (from the date stated for receipt of tender)
IV.3.8)Conditions for opening of tenders

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about European Union funds

The contract is related to a project and/or programme financed by European Union funds: no

VI.3)Additional information

All discussions, meetings and communications will be done in English.
The contract will be subject to English Law. Tenders and all supporting documents must be priced in GBP and all payments under the contract will be made in GBP.
All dates in this notice are provisional and potentially subject to revision. All interested parties are invited to request their copy of the ITT via the webpage http://www.peabody.org.uk/tendersurvey included earlier in this notice. All questions should be directed totender.contracts@peabody.org.uk.The Contracting Authority will not accept any liability for tender costs under any circumstances and reserves the right to terminate the procurement process at any stage.
This procurement is being undertaken by Peabody Trust on behalf of all members (from time to time) of the Peabody Group but who currently comprise: Peabody Trust, Peabody Services Limited, Peabody Enterprises Ltd, Peabody Land Ltd, Peabody Pension Trust Ltd and Blue Hut Developments, CBHA and Gallions HA Limited as well as any successor body of any of the organisations listed, and any subsidiary, subsidiary undertaking, holding company and/or associate (from time to time) of the aforementioned entities and any entity of which the aforementioned entities is a subsidiary, subsidiary undertaking, holding company and/or associate (from time to time), as such terms are defined in Section 1162 of the Companies Act 2006, s271 of the Housing and Regeneration Act 2008 and/or Section 15 of the Friendly and Industrial and Provident Societies Act 1968.

VI.4)Procedures for appeal

VI.4.1)Body responsible for appeal procedures

Royal Courts of Justice
Strand
WC2A 2LL London
UNITED KINGDOM
Telephone: +44 2079476000

Body responsible for mediation procedures

Royal Courts of Justice
Strand
WC2A 2LL London
UNITED KINGDOM
Telephone: +44 2079476000

VI.4.2)Lodging of appeals

Precise information on deadline(s) for lodging appeals: In accordance with the requirements of Regulation 32, 32A and Part 9 of the Public Contracts Regulations 2006.
VI.4.3)Service from which information about the lodging of appeals may be obtained

VI.5)Date of dispatch of this notice:

14.11.2014