00534-CS – Transactional Customer Feedback
Reference ocds-h6vhtk-0564b9 · Stonewater Limited
Awarded to IN-HOUSE RESEARCH LIMITED for £200,000.
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Amounts and figures
Description
Stonewater is seeking to procure a journey-led, transactional customer feedback solution. The programme will enable real-time insight across key service areas, support continuous improvement, and empower colleagues to act swiftly on customer feedback. Programme Objectives •Capture real-time feedback across a wide range of customer journeys •Improve service delivery and reduce customer effort •Enable a robust loop-closing process to resolve issues quickly •Provide actionable insight through AI-driven analysis and dashboards •Support a flexible, scalable model that evolves with organisational needs. Scope of Services The programme will initially cover the following customer journeys/transactions: •Responsive repairs (raising and completion) •Cyclical checks (completion) •Planned capital investment/maintenance/retrofit (completion) •Grounds maintenance (completion) •Complaints (raising and completion) •ASB (raising, mid-journey and completion) •Disruptive behaviour (raising, mid-journey and completion) •Customer service centre contact (post-contact) •Lettings & marketing – new lets and relets (application, sign-up and move-in) •Shared ownership sales (appointment/visit, reservation an…
Awards
| Lot | Awarded to | Amount | Date |
|---|---|---|---|
| 1 | IN-HOUSE RESEARCH LIMITED | £200,000 | — |
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 071128-2025 | 5 November 2025 |
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