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Contract Notice

The Provision of support in the development and analysis of a Tenant Satisfaction Survey

  • First published: 12 May 2021
  • Last modified: 12 May 2021
  • Version: N/A
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Contents

Summary

OCID:
ocds-kuma6s-110573
Published by:
Caerphilly County Borough Council
Authority ID:
AA0272
Publication date:
12 May 2021
Deadline date:
02 June 2021
Notice type:
Contract Notice
Has documents:
No
Has SPD:
No
Has Carbon Reduction Plan:
N/A

Abstract

Caerphilly Homes wishes to appoint a suitably qualified and experienced consultant to undertake a tenant satisfaction survey based on the STAR model developed by HouseMark (using the 15 core questions required by Welsh Government) plus additional supplementary questions specific to Caerphilly Homes. The appointed consultant / organisation must use a recognised methodology for the survey. There are three main reasons for undertaking the survey: • The Welsh Government requirements as mentioned above • The end of the WHQS improvement programme • The impact of the Covid 19 pandemic on housing services Caerphilly Homes is considering a postal survey to all tenants that includes an option to complete an online (fully accessible) branded survey.

Full notice text

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address


Caerphilly County Borough Council

Procurement Services, Penallta House, Tredomen Park, Ystrad Mynach,

Hengoed

CF82 7PG

UK

Andrew Gooding

+44 1443863060


+44 1443863167
www.caerphilly.gov.uk
https://supplierlive.proactisp2p.com/Account/Login
https://supplierlive.proactisp2p.com/Account/Login

1.2

Address from which documentation may be obtained

As in 1.1

1.3

Completed documents must be returned to:

As in 1.1

2 Contract Details

2.1

Title

The Provision of support in the development and analysis of a Tenant Satisfaction Survey

2.2

Description of the goods or services required

Caerphilly Homes wishes to appoint a suitably qualified and experienced consultant to undertake a tenant satisfaction survey based on the STAR model developed by HouseMark (using the 15 core questions required by Welsh Government) plus additional supplementary questions specific to Caerphilly Homes.

The appointed consultant / organisation must use a recognised methodology for the survey. There are three main reasons for undertaking the survey:

• The Welsh Government requirements as mentioned above

• The end of the WHQS improvement programme

• The impact of the Covid 19 pandemic on housing services

Caerphilly Homes is considering a postal survey to all tenants that includes an option to complete an online (fully accessible) branded survey.

NOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=110573.

2.3

Notice Coding and Classification

72316000 Data analysis services
79311210 Telephone survey services
79311300 Survey analysis services
79342310 Customer survey services
79342311 Customer satisfaction survey
1016 Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)

2.4

Total quantity or scope of tender

The contract is to be completed in line with the milestones defined in the ITT documents.

3 Conditions for Participation

3.1

Minimum standards and qualification required

• Consultant needs to demonstrate an awareness of the relevant legislative and policy framework including the STAR Survey framework, WG Rent Policy & MRA requirements.

• Remote meetings (via Teams) with the Tenant Participation Team. These would include, but not be restricted to, an inception, update and conclusion meeting. Regular monitoring meetings will need to be arranged at set milestones for measurement of progress against the programme (specific arrangements for managing the Survey programme will be agreed at the time of appointment). 3 working days notice will be provided for required meetings that are not already part of the work programme, however if the issue is seen to be urgent, by agreement, there may be less than 3 working days notice.

• Design and desktop publishing of a full colour bilingual (Welsh and English) postal Survey (approximately 10 sheets/ 20-sides). An example survey used by another Authority and promoted as a model of good practice by Welsh Government is available and we are likely to closely follow the content, style, format and length of this example. Please see Appendix 1.

• Consideration will need to be given to providing the survey (postal and online) in all requested formats e.g. BSL, Braille or another language.

• The survey should conform to good practice guidelines in terms of font size and type, be in Plain English and jargon free.

• Distribution of survey by post. Postal survey to include a freepost return envelope.

• Design an online survey for publication on various digital platforms (consideration will need to be given to how we avoid any possible duplication between post/ online completions)

• Monitor the returns and provide regular updates on return rates including any appropriate actions that may be required to ensure a robust/ representative return rate eg: telephone calls, reminder letters

• Data capture and analysis. Provision should also be made for the raw data to be provided to Caerphilly Homes in an appropriate electronic format for further analysis

• Provide a comprehensive final report which includes methodology, results and benchmarking. This final report should be in an appropriate format to enable Caerphilly Homes to share with staff and Councillors eg: a pdf plus 3 hardcopies

• Up to 3 presentations on the final report which will include Housing Management Team & Cabinet

• Recommendations for refreshing the data every 2 years

4 Administrative Information

4.1

Type of Procedure

Single stage

4.2

Reference number attributed to the notice by the contracting authority

PS2063/21/AG

4.3

Time Limits

Time-limit for receipt of completed tenders
    02-06-2021  Time  12:00

Estimated award date
 14-06-2021

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN 

4.6

Tender Submission Postbox

5 Other Information

5.1

Additional Information

As part of the process, the tender will be undertaken utilising Caerphilly CBC's Proactis Portal e-tendering system.

Therefore, companies are invited to follow the directions below to register on the system:

1. Log in to the Proactis Portal E-tendering system at https://www.proactisplaza.com

2. Click the "Sign Up" button.

3. Enter your details such as Organisation Name, Details and Primary Contact Details.

4. Please make a note of the Organisation ID and Login Name, then click Register.

5. You may then receive an email from the system asking you to Click here to activate your account. This takes you to Enter Organisation Details. Or you may be redirected straight to your account home page, depending on your browser.

6. Please enter the information requested, click Next and follow the instructions ensuring that you enter all applicable details.

7. In the Enter Product Classification screen please ensure that you select the Product Classification Codes (CPV Codes)that appear in the tender notice.

8. Accept the Terms and Conditions and then click Next. This takes you in to the Welcome window.

9. In the Welcome window please enter your Organisation name, Organisation ID and User Name (User ID). You now need to create your unique password. Please ensure that you make a note of this along with the other information already recorded.

10. Now click Done and you will enter the Supplier Home page.

11. From the Home Page, go to the “Opportunities” area, where you can search for this Opportunity. Click on the "Show Me Arrow" of the relevant opportunity and then click to register your interest on the relevant button.

12. Click the Opportunities Icon on the left of the page so that the page is refreshed, then, click on the "Show Me Arrow" of the relevant contract again and this will take you into the create a response section of the portal.

13. Note the closing date for completion of the relevant project. Please review the tabs at the top of the page as there will be information relating to the project held here.

14. You can now either continue to fill out this area and create a response or if the project is not of interest to you Decline this opportunity by clicking the "Decline" button at the top of the page.

Tenderers shall express an interest in tendering for this arrangement by registering their interest on the Proactis Portal System as stated above and then completing the online e-tender submission. If you have any issues with your account please use the 'Raise a Ticket' function on the Proactis Portal. Instructions on how to utilise this function can be found in the attachments.

(WA Ref:103423)

(WA Ref:105990)

(WA Ref:108690)

(WA Ref:110573)

Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:

Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:

COMMUNITY BENEFITS AND WELL BEING AND FUTURE GENERATONS (WALES) 2015 ACT

Future Generations & Community Benefits

The Council is committed to contributing to the social, economic and environmental well-being of the wider community by taking action in accordance with the sustainable development principle aimed at achieving the seven Well-being goals.

The Seven Well- Being goals are:

A Prosperous Wales

An innovative, productive and low carbon society which recognises the limits of the global environment and therefore uses resources efficiently and proportionately (including acting on climate change); and which develops a skilled and well-educated population in an economy which generates wealth and provides employment opportunities, allowing people to take advantage of the wealth generated through securing decent work.

A Resilient Wales

A nation which maintains and enhances a biodiverse natural environment with healthy functioning ecosystems that support social, economic and ecological resilience and the capacity to adapt to change (for example climate change).

A Healthier Wales

A society in which people's physical and mental well-being is maximised and in which choices and behaviours that benefit future health are understood.

A More Equal Wales

A society that enables people to fulfil their potential no matter what their background or circumstances (including their social economic background and circumstances).

A Wales of Cohesive Communities

Attractive, viable, safe and well-connected communities.

A Wales of Vibrant Culture and Thriving Welsh Language

Society that promotes and protects culture, heritage and the Welsh language, and which encourages people to participate in the arts, and sports and recreation.

A Globally Responsible Wales

A nation which, when doing anything to improve the economic, social, environmental and cultural well-being of Wales, takes account of whether doing such a thing may make a positive contribution to global well-being.

In addition to requirements set out in the specification, bidders shall advise how they will consider the Future Generations (Wales) Act 2015 for this project and in particular the incorporating, but not limited to the following areas:

- Local supply chains;

- Reducing the environmental impact of delivering the contract;

- Community Initiatives e.g. support for local groups, donation of materials/in kind labour;

- Educational Initiatives e.g. sponsorship, donation of materials/in kind labour.

Bidders shall provide a detailed plan on what actions your organisation will commit to undertake to meet the Seven Well Being and Future Generations (Wales) Act 2015 Goals and how you will contribute to local initiatives. Please upload completed document to the Well Being and Future Generations (Wales) Act 2015 section on the e-tender portal.

5.2

Additional Documentation

5.3

Publication date of this notice

 12-05-2021

Coding

Commodity categories

ID Title Parent category
79342311 Customer satisfaction survey Marketing services
79342310 Customer survey services Marketing services
72316000 Data analysis services Data-processing services
79311300 Survey analysis services Survey services
79311210 Telephone survey services Survey services

Delivery locations

ID Description
1016 Gwent Valleys (Torfaen, Blaenau Gwent, Caerphilly)

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID Description
There are no alert restrictions for this notice.

Document family

Notice details
Publication date:
12 May 2021
Deadline date:
02 June 2021 00:00
Notice type:
Contract Notice
Authority name:
Caerphilly County Borough Council
Publication date:
08 October 2021
Notice type:
Contract Award Notice
Authority name:
Caerphilly County Borough Council

About the buyer

Main contact:
N/a
Admin contact:
N/a
Technical contact:
N/a
Other contact:
N/a

Further information

Date Details
No further information has been uploaded.

0800 222 9004

Lines are open 8:30am to 5pm Monday to Friday.

Rydym yn croesawu galwadau'n Gymraeg.

We welcome calls in Welsh.