Customer Feedback and Tenant Satisfaction Survey Services

Beyond Housing Ltd, a housing association with approximately 15,000 properties across the North East of England, is conducting market research for a new unified customer feedback collection contract. The organization currently operates two separate contracts: one for a customer feedback management platform covering transactional feedback across repairs, housing management, complaints and customer contact via SMS, email and digital surveys; and another for annual Tenant Satisfaction Measures (TSM) perception surveys required by the Regulator of Social Housing. Beyond Housing plans to combine these requirements into a single procurement exercise, with contract start in June 2027 following a mobilization period. The new contract should deliver high-quality data collection, strong customer engagement, robust insight and value for money through both transactional feedback and perception-based survey services using multiple channels including telephone and digital methods. This market engagement exercise seeks to understand bidder interest, capacity, preferred contract terms and structure, potential added-value services, and cost-effective delivery options. The feedback will inform Beyond Housing's procurement strategy and contract design. This is an information-gathering exercise only; no commitments are being made at this stage. Interested suppliers should complete the online questionnaire by 25 August 2026.