CBC-1389-LV-MP -Procurement of Customer Insight Survey - AWARD

A survey of CBC Housing tenants.

Primarily via an e mail link but to date the response rates have been low. To help us increase our understanding of our tenants - who they are, their situation/ lived experiences, views on sustainability and their location, how they feel about us our service to them as a landlord etc. we want to undertake an in depth customer insight survey that will cover information about themselves / family, their views on our services and their interest in becoming an involved tenant. The survey results will also be used to inform our preparation for the new Tenant Satisfaction Measures that are being introduced next year as part of the Government Social Housing White Paper.

We have approx. 5.400 properties located in three main towns - Dunstable, Houghton Regis and Leighton Buzzard and surrounding villages. Our accommodation is a mix of low rise blocks, houses and independent living schemes for older people

The survey must include quantitative and qualitative questions and achieve a statistically valid number of responses covering the broad demographic of our tenant base. The survey should be carried out using the most effective method - post, phone, digital, or a combination of these. It is important to have a statistically valid number of responses and we would therefore want the proposal to detail how this will be achieved. We would look to be guided on the method to be used with information on the pros and cons of different methods and a recommendation on what to use.

To explore the themes that come out of the survey there will also be approx. six focus groups held - in person or online. Focus Group participants should cover a range of demographics. The proposal should detail how this will be achieved and how the focus groups will be run.

A report detailing the survey results is required containing the quantitative and qualitative results in a format whereby information can be used for a report to senior managers and communication to tenants. The report should identify demographic trends - e.g. age, family make up, location, work/income etc. The survey results should also be supplied electronically in a way that allows us to sift it by location. The surveys can be confidential but we would ask for postcodes to be supplied and contact details of the recipient wants to be included in a prize draw or has identified areas of concerns and is happy to be contacted by the Housing Service.

A presentation on the key findings from the report should also be provided. A one hour session with managers will also be required to run through the key findings. This should also include time for q and a's.

CBC will provide the questions to be included in the survey and focus groups and would expect to receive guidance on the design of the questions to ensure they are worded correctly for survey purposes..

We would welcome costed proposals that describe two approaches - (i) a methodology ...