Strategic Procurement project

Planned works include replacement door/s, new kitchen, new bathroom, new windows, roof works, replacement heating system, insulation works etc.

To help us do this we want to understand what matters most to our customers when they are having these types of works carried out in their homes. We are completing a survey with customers who have had recent experience of these works, but we would also like to hear your thoughts on this.

Procurement is a new area for meaningful customer involvement. An initial Asset Management project is underway. 

For planned maintenance procurement, our customer engagement objectives are to meet Consumer Standards, embed best practice, provide varied engagement routes and ensure informed, secure participation. 

• Ensure Consumer Standards regulatory expectations are met.  
• Follow best practice across the sector in ensuring customer views are at the heart of the procurement process, and their involvement is meaningful.  
• Facilitate a range of ways for customers to engage with the project to ensure we are embedding the customer voice at every stage  
• Ensure involved customers receive information and training necessary to make meaningful contributions to the project and reduce risk around sensitive information.  

Initial engagement involved two customer surveys sent December 2025: 

1. For customers with lived experience of planned works – a feedback survey to understand their experiences and priorities. 
2. Perception survey open to all customers 

Over 150 customer responses across both surveys. 

Phase 2 is to create an in-depth customer group who will work with the project group for the duration of the project, and beyond to ensure that customer views are considered throughout the decision making process, their involvement will include: Face-to-face workshops, focus groups, site visits/interviews, online meetings, involvement in creating customer related KPIs within tender specification documentation.  

This group consists of 12 customers from across our different locations, we have chosen them to ensure that they are diverse mix of customers from different demographic groups and represent different types of properties to ensure that they are as representative as possible.

This group will also be invited to form a monitoring group post implementation to ensure that services are being delivered in line with specifications. 

Work is being done to ensure that this group is as representative as possible of the wider customer body, taking into account location and key demographics.  

Moving forward we are keen to establish this model as standard practice for customer involvement within the procurement process for all major projects. 

Role of a customer group member:

You will be involved in: 

✔ Dialogue Meetings (In Person) 

• Meeting contractors 
• Asking questions 
• Giving feedback that shapes how contractors bid 

Dates planned: 

• Week of 8 June 2026 
• Week of 14 September 2026 

✔ Scoring Contractor Bids 

✔ Ongoing Monitoring After Contracts Begin 

attend quarterly strategic meetings with the winning contractor(s) and Platform staff to oversee: 

• Customer satisfaction 
• Performance and KPIs 
• Issues, improvements and progress 

Your voice continues long after contractors are appointed.