Customer Feedback System
The value below is a framework or dynamic market ceiling: the maximum
that could be spent across all call-offs, not the value of a single contract.
Aggregate figures on this site exclude these to avoid double counting.
key details
| Value | £157,625 |
|---|---|
| Status | complete |
| Category (CPV) | 72000000 |
| Region | South East |
| Deadline | 29 Apr 2026 |
| Contract start | 1 Oct 2026 |
| Contract end | 1 Oct 2028 |
| Procedure | selective |
| SME suitable | No |
| OCID | ocds-b5fd17-fdad8c37-2dd4-42ed-8c1b-605b938fd228 |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| CIVICA UK LIMITED | £157,625 | 20 May 2026 | active |
description
Contract was awarded via G-Cloud 14.
Customer Feedback system to handle Information Requests and Complaints handling. Enabling the council to collate information relating to cases in one place and to have a robust audit trail, showing the progress of cases and the time taken to complete responses.
The system encompassed the following types of feedback:
| • | Customer Feedback - Comments, Complaints and Compliments |
| • | Local Ombudsman Complaints |
| • | Member Complaints |
| • | Freedom of Information Requests |
| • | Subject Access Requests |
| • | Environmental Information Regulations complaints |
The initial contract term is for 2 Years with a possible 1 Year extension.
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source
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