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AWARD
Complete
Avanti West Coast, Service Quality Regime (SQR) procurement - 2025
Published 19 Dec 2025
19 Dec 2025
- Primary CPV
-
72250000 *
System and support services
- Location
- 🇬🇧 North East
- Value
- £607,500
- Contract
-
3 years Duration
01/04/2026 31/03/2029
- Contract Types
-
72 *IT services: consulting, software & supp...Full CPV Breakdown
- SME suitable
- Not stated
Publisher Address
8th Floor The Point, London, W2 1AF, United Kingdom · UKC
Contact
Award Criteria
Not specified
Related tenders
FIRST TRENITALIA WEST COAST RAIL LIMITED
All notices from this publisher Same CPV code
72250000 *
All notices with this CPV code
Reference: FX1204
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
Full CPV breakdown
- 72250000 — System and support services (primary)
Notice details
- Buyer type
- Other public body
- Competition
- Restricted / competitive (suppliers are shortlisted first)
- Contract type
- Services
- Bids received
- 3
- Winning supplier
- SME
- Procurement method
- Competitive flexible procedure
- Main category
- Services
- Above threshold
- Yes
- Legal basis
- UKPGA 2023/54
- Notice status
- Complete
- Award status
- Pending
- Award date
- 19 Dec 2025
- Standstill period ends
- 5 Jan 2026
- Reserved / special regime
- Utilities
- Language
- EN
- Published
- 19 Dec 2025 11:26
- OCID
- ocds-h6vhtk-0501bb
- Notice ID
- FX1204
Competition
3
Bids received
3
Bids considered at final stage
2
SME bids at final stage
0
VCSE bids at final stage
Organisations on this notice
Supplier SME
Dalton House, 60 Windsor Avenue, London, SW19 2RR, United Kingdom
GB-COH 2654347
Key dates
- Future Signature Date
- 16 Feb 2026 · Scheduled
Full notice record
85 detailsEverything the publisher included in this notice, organised by section.
Organisations
| Party 1 › Name | FIRST TRENITALIA WEST COAST RAIL LIMITED |
| Party 1 › Address › Street | 8th Floor The Point |
| Party 1 › Address › Town / city | London |
| Party 1 › Address › Postcode | W2 1AF |
| Party 1 › Address › Country | GB |
| Party 1 › Address › Country | United Kingdom |
| Party 1 › Address › Region (NUTS) | UKI32 |
| Party 1 › Contact › Email | procurement@avantiwestcoast.co.uk |
| Party 1 › Role | buyer |
| Party 1 › Classification › Description | Public undertaking |
| Party 2 › Name | Mystery Shoppers Limited |
| Party 2 › Address › Street | Dalton House, 60 Windsor Avenue |
| Party 2 › Address › Town / city | London |
| Party 2 › Address › Postcode | SW19 2RR |
| Party 2 › Address › Country | GB |
| Party 2 › Address › Country | United Kingdom |
| Party 2 › Address › Region (NUTS) | UKI63 |
| Party 2 › Contact › Email | enquires@mystery-shoppers.co.uk |
| Party 2 › Role | supplier |
| Party 2 › Link | https://www.mystery-shoppers.co.uk/ |
| Party 2 › Business size | sme |
| Party 2 › VCSEs | No |
| Party 2 › Public service mission organisation | No |
| Party 2 › Sheltered workshop | No |
Buyer
| Name | FIRST TRENITALIA WEST COAST RAIL LIMITED |
Tender
| Title | Avanti West Coast, Service Quality Regime (SQR) procurement - 2025 |
| Status | complete |
| Procedure type | selective |
| Procedure | Competitive flexible procedure |
| Special regime | utilities |
| Lot › Status | complete |
Awards
| Status | pending |
| Date | 19 Dec 2025 |
| Value › Value incl. VAT | £729,000 |
| Value › Value | £607,500 |
| Value › Currency | GBP |
| Category | services |
| Above threshold | Yes |
| Supplier › Name | Mystery Shoppers Limited |
| Item › CPV › CPV 1 › Description | System and support services |
| Item › CPV › CPV 2 › Description | Auditing services |
| Item › Delivery › Delivery 1 › Region (NUTS) | UKC |
| Item › Delivery › Delivery 1 › Country | GB |
| Item › Delivery › Delivery 1 › Country | United Kingdom |
| Item › Delivery › Delivery 2 › Region (NUTS) | UKD |
| Item › Delivery › Delivery 2 › Country | GB |
| Item › Delivery › Delivery 2 › Country | United Kingdom |
| Item › Delivery › Delivery 3 › Region (NUTS) | UKE |
| Item › Delivery › Delivery 3 › Country | GB |
| Item › Delivery › Delivery 3 › Country | United Kingdom |
| Item › Delivery › Delivery 4 › Region (NUTS) | UKF |
| Item › Delivery › Delivery 4 › Country | GB |
| Item › Delivery › Delivery 4 › Country | United Kingdom |
| Item › Delivery › Delivery 5 › Region (NUTS) | UKG |
| Item › Delivery › Delivery 5 › Country | GB |
| Item › Delivery › Delivery 5 › Country | United Kingdom |
| Item › Delivery › Delivery 6 › Region (NUTS) | UKH |
| Item › Delivery › Delivery 6 › Country | GB |
| Item › Delivery › Delivery 6 › Country | United Kingdom |
| Item › Delivery › Delivery 7 › Region (NUTS) | UKI |
| Item › Delivery › Delivery 7 › Country | GB |
| Item › Delivery › Delivery 7 › Country | United Kingdom |
| Item › Delivery › Delivery 8 › Region (NUTS) | UKJ |
| Item › Delivery › Delivery 8 › Country | GB |
| Item › Delivery › Delivery 8 › Country | United Kingdom |
| Item › Delivery › Delivery 9 › Region (NUTS) | UKK |
| Item › Delivery › Delivery 9 › Country | GB |
| Item › Delivery › Delivery 9 › Country | United Kingdom |
| Item › Delivery › Delivery 10 › Region (NUTS) | UKL |
| Item › Delivery › Delivery 10 › Country | GB |
| Item › Delivery › Delivery 10 › Country | United Kingdom |
| Item › Delivery › Delivery 11 › Region (NUTS) | UKM |
| Item › Delivery › Delivery 11 › Country | GB |
| Item › Delivery › Delivery 11 › Country | United Kingdom |
| Standstill period › End | 5 Jan 2026 |
| Contract period › Start | 1 Apr 2026 |
| Contract period › End | 31 Mar 2029 |
| Document › Document type | Award notice |
| Document › Description | Contract award notice on Find a Tender |
| Document › Link | https://www.find-tender.service.gov.uk/Notice/084803-2025 |
| Document › Published | 19 Dec 2025 |
| Assessment Summaries Date Sent | 19 Dec 2025 |
| Milestone › Type | Future signature date |
| Milestone › Due | 16 Feb 2026 |
| Milestone › Status | scheduled |