Avanti West Coast, Service Quality Regime (SQR) procurement - 2025

FIRST TRENITALIA WEST COAST RAIL LIMITEDcontractFind a TenderRef ocds-h6vhtk-0501bbProcurement Act 2023Utilities regimeSME suitablepending
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Estimated value

Awarded value

£608k

Awarded 19 Dec 2025

Suppliers

1

1 SME

Lots

1

1 awarded

Published

19 Dec 2025

Description

As part of the continuation of DfT's Service Quality Regime, we are looking to retender contracts associated with the audit, mystery shopping and data handling requirements of the regime. The specification is the same as the existing specification for SQRs by the DfT and will cover: • Station inspections • Train inspections • Customer Service mystery shopping • Re-inspections for failures to confirm improvement In order to deliver the above we are looking for a supplier to provide independent inspections and mystery shopping across our network. o Service Quality Register o Service Quality App/Inspections Software o Service Quality Inspections and Re-inspection

Scope

Reference
FX1204
Commercial tool
Standalone contract
Contract dates
12 Nov 2025 to 11 Nov 2028
CPV classifications
72250000
79212000
Contract locations
North East England, United Kingdom
North West England, United Kingdom
Yorkshire and the Humber, United Kingdom
East Midlands, United Kingdom
West Midlands, United Kingdom
East of England, United Kingdom
London, United Kingdom
South East England, United Kingdom
South West England, United Kingdom
Wales, United Kingdom
Scotland, United Kingdom
Particular suitability
Small and medium-sized enterprises (SME)

Award criteria

Criteria the buyer will use to evaluate bids.

NameDescriptionTypeWeighting
Pricing Submissioncost40.00%
Service Specification & Innovationquality25.00%
Programme & Deliveryquality25.00%
Sustainability & Inclusionquality10.00%

Participation

Conditions suppliers must meet to bid.

This procurement process is being advertised and run by Avanti West Coast on its own behalf and on behalf of the successor operator of the rail passenger transport services in respect of West Coast Franchise. That successor operator will be a public sector company, is expected to be a wholly owned subsidiary of DfT OLR Holdings Limited and will be ultimately owned by the Secretary of State for Transport. The date for transfer of the current operations to the successor operator is not yet confirmed. Where the transfer is completed before contract award under this procurement process, the successor operator may elect (but will not be obliged) to carry on with this procurement process in place of Avanti West Coast, by taking on the role of contracting entity from the date of completion of the transfer (with this notice and all other procurement documents to be interpreted accordingly). Where the transfer is not yet completed by the time of contract award, contractual rights may be included in the contractual arrangements to enable transfer to the successor operator. Bidders should note that this procurement process (if ongoing), or any awarded contract, may be included in a transfer scheme made by the Secretary of State under section 12 of the Railways Act 2005, or the transfer may be effected outside of, or separate from, such a scheme. If transfer takes place before the contract award the successor operator shall assume all the rights of the Client set out in this document. All references to Avanti West Coast shall be deemed to refer to the successor operator for the purposes of this procurement and the successor operator shall be entitled to continue or terminate this procurement as if it was involved from the outset.

The Pre Qualification Questionnaire (PQQ) will be evaluated in line with the criteria stated within the PQQ. Following the evaluation of the PQQ responses, the Client will shortlist the Applicants it will invite to tender in accordance with the terms of the PQQ. The Client reserves the right to limit the number of Applicants that are invited to tender to a maximum of five Applicants. Only Applicants that score a "Pass" for all non-qualitatively scored questions in this PQQ will be considered and places will be awarded in order of highest to lowest score. The client reserves the right, in its absolute discretion, to invite more Applicants if there is a tie in the scores between two or more Applicants for the final place.

Submission & procedure

Procedure
Competitive flexible procedure

Award details

Awarded supplier(s), contract period and value as published in the award notice.

Awarded value

£608k

Award date

19 Dec 2025

Contract start

31 Mar 2026

Contract end

31 Mar 2029

Awarded to