Kent County Council: Mystery Shopping at Household Waste Recycling Centre (HWRC's)

Contracting authority

Contracting authority:

Kent County Council

Public Procurement Organisation Number:

PLDL-8938-YGYW

Address:

Kent County Council, County Hall
Maidstone
ME14 1XQ
UK

Contact name:

Adam Fletcher

Email:

adam.fletcher@kent.gov.uk

Telephone:

Not provided

Website:

Not provided

Organisation type:

REGIONAL_AUTHORITY

Devolved regulations that apply:

None

Procedure

Procedure type:

Below threshold - open competition

Dynamic market:

No

Special regime:

None

Scope

Title:

Mystery Shopping at Household Waste Recycling Centre (HWRC's)

Reference number:

CN250588

Main procurement category:

SERVICES

Description:

KCC has the statutory responsibility to provide a Household Waste Recycling Centre (HWRC) service to residents, of which we currently have 19 in Kent. The HWRCs are for the disposal of household waste and accept a wide range of materials. Trade waste is accepted at a number of sites.

Mystery shopping has proven to be an effective tool for independently assessing the quality of service delivery, identifying areas for improvement, identifying health and safety issues, informing staff training, operational decisions and maintaining site cleanliness at each of the HWRC’s.

KCC requires a contract for Mystery Shopping at Household Waste Recycling Centres (HWRCs) for a period of 36 months from May 2026 to April 2029 , with the option of an additional 12 month extension if required.

The supplier must have the following as a minimum:
•Capacity – the supplier must have the capacity to undertake four monthly visits to each of the 19 sites across Kent.
•Personnel – the supplier must have sufficient personnel resources to ensure the Mystery Shopper are not recognised by HWRC staff.
•Data Storage – the suppliers must have the ability to store the data it collects.
•Monthly Reporting – the supplier must have the ability to provide monthly reporting to the Council on the results of its surveys.
For more information about this opportunity, please visit the Delta eSourcing portal at:
https://www.kentbusinessportal.org.uk/tenders/UK-UK-Maidstone:-Customer-survey-services./43V3H9RE8T

To respond to this opportunity, please click here:
https://www.kentbusinessportal.org.uk/respond/43V3H9RE8T

Total value (estimated):

GBP 160,000 excluding VAT

GBP 192,000 including VAT

Description

Description:

Not provided

Suitable for SMEs:

Yes

Suitable for VCSEs:

No

Contract dates (estimated):

01/05/2026 to 30/04/2029

CPV classifications:

79342310 - Customer survey services.

Contract can be extended:

Yes

Extension date:

30/04/2030

Delivery regions:

UKJ - SOUTH EAST (ENGLAND)

Award criteria:

Name: Lowest Total Contract Value above Minimum Quality Threshold / Weighting:

Documents

Associated tender documents:

Not provided

Technical specifications:

Not provided

Submission

Enquiry deadline:

27/01/2026 Time: 12:00

Tender submission deadline:

09/02/2026 Time: 12:00

Submission address and any special instructions:

https://www.kentbusinessportal.org.uk

An electronic auction will be used:

No

Other information

Legal and financial capacity conditions of participation:

Not provided

Technical ability conditions of participation:

Not provided

Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP):

No

Government Procurement Agreement (GPA):

No

A conflicts assessment has been prepared and revised:

No

Other organisations