Quotation for Audit of Services Provided by Housing Options - AWARD

Quotation for Audit of Services Provided by Housing Options The Housing Choice service are seeking a third-party organisation to undertake an audit of the service provided by Housing Options. The audit will focus on two key elements: 1. Assessment of handling initial contact by undertaking a 'mystery' customer exercise to include the following methods • Telephone calls (15 calls) • Face to face visits (10 visits) • Email (5 emails) 2. Assessment of housing options and homelessness advice by • Assessing 30 case files closed within the previous 6 - 12 months. The contract will be for six weeks starting 01 June 2018 to 13 July 2018. A further audit will take place 02 January 2019 for a further 6 weeks until 13 February 2019. The Council will be using the In-tend e-Tendering System for this Procurement exercise, please visit https://in-tendhost.co.uk/sandwellmbc to access the Sandwell MBC In-tend Supplier Portal. From here you will be able to register your company, express an interest in the opportunity, and gain immediate access to the Quotation document or other related documents. In Order To View a On-Line Questionnaire (if applicable) or Submit a Quotation, you will be required to` Opt-In`. Please be mindful that if you are cut and pasting your question responses onto the On-Line Questionnaire that you do so from a notepad document, this is due to the fact that some special characters are not accepted within the On-Line Questionnaire. For a Step by Step user guide to the Sandwell MBC In-tend Supplier Portal please click on the `Guidance for Suppliers` section of the website. All procurement responses must be carried out via the Sandwell MBC In-tend Supplier Portal. If you require further assistance in respect of the system please contact the In-tend support team on 0844 272 8810. Closing date: Tuesday 15 May 2018 at 15:00hrs