How to win: Customer Feedback Collection Services

About this contract

Service Overview Beyond Housing Ltd is a Housing Association who have a portfolio of approximately 15,000 properties in the North- East of England. There are three primary geographical areas in which Beyond Housings properties are located with approximately 10,000 houses located in the Redcar (North) area and a further 5,000 houses located in the Scarborough and Whitby areas (South). Beyond Housing places significant importance on listening to customers and using feedback to understand customer experience, measure performance, identify service improvements and meet regulatory requirements. The organisation currently collects customer feedback across a range of customer journeys and service interactions, including repairs, housing management, complaints, customer contact and wider perception-based feedback. Feedback is used to support operational service improvement, performance management, regulatory reporting and strategic decision-making. Beyond Housing is seeking to understand how the market can support both transactional customer feedback collection and Tenant Satisfaction Measures (TSM) perception survey requirements through a future single contract arrangement that delivers

How to win contracts like this

• ✓Answer against the marking scheme, not the question text — Beyond Housing Limited scores each response, so map your evidence to the published criteria and weightings.
• ✓At £300,000, expect quality and social value to carry a large share of the score — price alone rarely wins services work.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓Start early: deadlines are tight and a strong bid takes iteration.

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