Invitation to Tender – Independent Satisfaction Survey

Shire Housing Association are inviting suitably qualified companies to submit a proposal and quotation to undertake a comprehensive satisfaction survey of our tenants, and owner-occupiers. The surveys will analyse the views of our tenants and owner-occupiers about the services offered by the Association and meet the requirements of the Annual Return on the Charter. The survey methodology must comply with the guidance issued by the Scottish Housing Regulator in May 2016 ‘Conducting surveys of tenants and service users: A Guide’

Based in Cumnock, the Association owns and manages 962 social rented properties and provides ground maintenance services to approximately 900 owner-occupied properties across 15 communities in East Ayrshire. Our properties include mainstream and amenity housing. We wish to commission a comprehensive tenant satisfaction survey, and smaller survey of owner-occupiers.

Results of the survey are a key driver to enable us to evaluate and improve the services that matter most to our customers. Survey fieldwork should take place in late Summer 2019, with a detailed report analysing results being presented to the Association’s Management Board no later than November 2019.

Information on the proposed methodology should be included with the proposal. The methodology must include, engagement with our customer base at the survey design stage and a range of methods to conduct the survey including face-to face interviews. The tenant satisfaction survey should ensure a minimum 40% response rate to enable meaningful analysis and statistical accuracy.

Submissions will be evaluated on a 70% quality and 30% price ratio. Proposals should be marked “Tenant and Owner Satisfaction Survey Tender” and returned to: Lynn Miller Head of Customer Services Shire Housing Association Limited Netherthird House Netherthird Cumnock KA18 3DB

Alternatively, proposals can be emailed to

Submissions must be received by 12 Noon on Friday 26th July 2019.

Proposals received after this time and date will not be considered

Shire Housing Association Limited is a Registered Charity No: SC038664

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