Contract award notice – utilities
Section I: Contracting
entity
I.1) Name and addresses
CADENT GAS LIMITED
10080864
Cadent, Pilot Way
Coventry
CV79JU
UK
E-mail: erin.silcock@cadentgas.com
NUTS: UKG13
Internet address(es)
Main address: https://cadentgas.com/
I.6) Main activity
Production, transport and distribution of gas and heat
Section II: Object
II.1) Scope of the procurement
II.1.1) Title
Customer Satisfaction Surveys
II.1.2) Main CPV code
79342311
II.1.3) Type of contract
Services
II.1.4) Short description
Customer Satisfaction Surveys - Type of Contract - Services
II.1.6) Information about lots
This contract is divided into lots:
No
II.1.7) Total value of the procurement
Lowest offer:
/ Highest offer:
II.2) Description
II.2.3) Place of performance
NUTS code:
UKC
UKD
UKE
UKF
UKG
UKH
UKI
UKJ
UKK
II.2.4) Description of the procurement
Customer Satisfaction Surveys - As regulated companies, the GDNs are required to operate within a regulatory framework which is managed through a contract between us and Ofgem for the delivery of our obligations. We are approaching the end point of a 5-year contract period with Ofgem, called RIIO-GD2. Through the RIIO-GD2, the GDNs were incentivised to deliver excellent customer service, and there were penalties if performance were below target. Customer satisfaction was measured through compiling the results of survey through phone, postal and online methodologies sent out to a selection of impacted customers across Connection Services, Mains Replacement and Emergency Response and Repair.
Ofgem has outlined how customer satisfaction should be measured in their Regulatory Instructions and Guidance (RIGS) document . The GDNs have a contractual obligation to follow these strict guidelines, and it will be a responsibility of the successful bidder to support meeting these requirements. The data quality and assurance is paramount to ensure that the information provided by the service provider used to report to Ofgem is accurate.
II.2.11) Information about options
Options:
Yes
Description of options:
2 year contract with up to 3 x 1 year extensions
II.2.13) Information about European Union funds
The procurement is related to a project and/or programme financed by European Union funds:
No
Section IV: Procedure
IV.1) Description
IV.1.1) Type of procedure
Negotiated with call for competition
IV.1.8) Information about Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement:
No
IV.2) Administrative information
IV.2.1) Previous publication concerning this procedure
Notice number in the OJ S:
2025/S 000-006007
Section V: Award of contract
A contract/lot is awarded:
Yes
V.2 Award of contract
V.2.1) Date of conclusion of the contract
17/03/2026
V.2.2) Information about tenders
The contract has been awarded to a group of economic operators:
No
V.2.5) Information about subcontracting
Section VI: Complementary information
VI.4) Procedures for review
VI.4.1) Review body
Cadent Gas Limited
Coventry
UK
VI.5) Date of dispatch of this notice
31/03/2026