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					CONFIDENTIAL
Pre-Qualification Questionnaire for SW1 West repairs and voids contract
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                          PRE-QUALIFICATION QUESTIONNAIRE


             RESPONSIVE REPAIRS AND VOIDS – WEST AREA

Procurement Reference                                                     2011:0001


Name of the organisation in whose name
the tender would be submitted.



Name of person applying
on behalf of the organisation




Contact Email Address
 CONFIDENTIAL
 Pre-Qualification Questionnaire for SW1 West repairs and voids contract



 Contents
Section        Description                                                           Page


               Contents                                                               2

               Definitions                                                            3

1              Introduction, background information and instructions to Bidders       4

2              Evaluation approach                                                    10

3              Pre-Qualification Questionnaire                                        12

3.1            Bidder details                                                         12

3.2            Status of Bidder                                                       12

3.3            Lead contractor/partnerships/consortia                                 13

3.4            Financial matters                                                      14

3.5            Quality assurance                                                      15

3.6            Health and safety                                                      16

3.7            Business capability                                                    17

3.8            Environmental management and sustainability                            19

3.9            Equality and diversity                                                 19

3.10           Insurance                                                              20

3.11           Disputes                                                               22

3.12           Project specific questions                                             23

3.13           References                                                             24

4              Declarations                                                           26

Appendix 1     Resident priorities                                                    28

Appendix 2     Documents not for disclosure to third parties under the Freedom of     29
               Information Act 2000 and Environmental Information Regulations 2004




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Pre-Qualification Questionnaire for SW1 West repairs and voids contract


Definitions
For the purpose of this Pre-Qualification Questionnaire the following words and expressions
shall have the following meanings set out below:

“Authorised Officer”
      means:         Clive Milone of the Asset and Information Management Services Department,
                     Raglan HA, 22-24 Oxford Road, Bournemouth BH8 8EZ.

                       His e-mail address is: clive.milone@raglan.org

“Bidder”
      means:           any person or persons, firm or firms or company or companies applying to tender
                       for the services, supplies or works, or, where there is more than one organisation
                       applying, the lead organisation;

“Contract”
      means:           the contract for the provision of the services, supplies or works, which will be
                       awarded to a successful Bidder;

“ITT”
        means:         the Invitation to Tender;

“PQQ”
        means:         this Pre-Qualification Questionnaire;

“Raglan”
      means:           Raglan Housing Association Limited;

“Works”
     means:            the works as set out in this PQQ in relation to responsive repairs and void works in
                       the SW1 West area




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1.     Introduction, background information and instructions to Bidders
1.1    PURPOSE OF THIS DOCUMENT
       Raglan requires the information sought in this PQQ from potential Bidders in the first step of
       selecting Bidders to tender. Selected Bidders will be invited to participate further in the
       procurement.

1.2    ORGANISATION OF THIS DOCUMENT
       This document contains four main sections and all the contents are detailed below:

       Section 1       Introduction, background information and instructions to Bidders;

       Section 2       Evaluation approach;

       Section 3       the PQQ;

       Section 4       Declarations.

1.3    BACKGROUND INFORMATION
       Raglan owns and manages over 11,000 homes in 104 local authority areas and has many more
       at different stages of development, ranging from pre-site proposals to properties nearing
       completion.

       Raglan's head office is in Poole, Dorset and we have a further seven offices providing a local
       service to our residents and development partners. These are located in Bournemouth, Poole,
       Southampton, Bristol, Reading, Horley and Leicester. Each area office has its own local housing
       staff – surveyors, housing officers and community initiative officers.

       Our development work involves building new homes in inner city, urban and rural areas. We also
       redevelop redundant brownfield sites and empty properties in support of town centre
       regeneration. In addition to new homes for rent, Raglan provides shared ownership properties
       and low cost homes for keyworkers.

       In recent years we have introduced local working for all front line housing staff. They are
       supported by our Housing Services Centre (HSC) which offers residents a one-stop shop for all
       their housing enquiries. In the majority of cases the advisor taking the call will deal with the
       enquiry directly, for example if a resident is reporting a repair.

       The responsive repairs and voids service is currently delivered to residents through seven area
       contracts. Each of these areas has its own Local Service and Performance Committee (LSPC),
       comprising Board members and residents. There are a further two functional LSPCs, covering
       supported and sheltered housing and leasehold schemes.

       Raglan wishes to incorporate the following features into its repairs service. In responding to this
       PQQ, you should therefore carefully consider how you would aim to meet these requirements:
        To provide a first class, customer-focused responsive repairs service
        To offer customers an appointment at the time they report their repair
        To complete repairs at the first visit („right first time‟)
        To keep customers informed of the progress with their repair
        To provide operatives with the power to make decisions
        The potential to develop an open book cost model in the future
        Bulk invoicing
        Utilisation of hand-held technology Integration of Raglan‟s and the contractor‟s IT systems
        To routinely gather feedback from customers to help improve services
        Regular attendance at and provision of feedback to Raglan‟s Local Service and Performance
          Committee
        A regular annual contractor event for Raglan and its customers


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       Resident involvement is fundamental to the success of Raglan and its residents will play an
       active role in defining the sort of repairs service they want, in specifying and a procuring the new
       repairs contracts and in working closely with us to deliver their aspirations and bring about
       continuous improvement.

       Over the last year, Raglan has asked several hundred residents to list their priorities for the
       repairs service. This has more recently been backed up by a similar exercise specifically in the
       West area. The results of this are appended to this PQQ (Appendix 1), and clearly show the
       elements of the repairs service that customers value most. The successful contractor will be
       required to understand these priorities and ensure that they are heeded in the way the service is
       designed.

       Contract area
       A contract will be awarded for the provision of responsive repairs and void works across a total of
       1,353 homes in Raglan‟s West area, which comprises rented homes in the following local
       authority areas: Cotswold (72 homes), Mendip (195 homes), North Dorset (70 homes), North
       Somerset (293 homes), South Gloucestershire (12 homes), Stroud (42 homes), Swindon 81
       homes) and Wiltshire UA (588 homes). In addition, the area also includes three leasehold
       schemes in Bristol, Tewkesbury and Devizes. The following map gives a clearer picture of where
       these homes are concentrated. Red pins show clusters of tenanted homes, while green pins
       show leasehold schemes:




       Contract details
       Raglan is seeking to enter into a measured term contract to provide repairs and voids works,
       including emergency out-of-hours repairs, with a total approximate cost of £600,000 annually
       (excluding VAT). The contract will include the option at Raglan's sole discretion to move to an
       open-book pricing model in the future. The service provider will be expected to provide full
       integration between its own information technology systems and Raglan's information systems to
       ensure smooth recording of repair requests and service delivery. The service provider will need
       to be experienced in relation to supporting housing associations in delivering repairs servicing in


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       occupied properties, working collaboratively with their clients‟ staff, and offering high standards in
       managing relationships with residents.

       The intention is to let a contract for a period of 36 months commencing on 2 May 2011,
       with an option to extend for a further 24 months. There will be a six month break clause.

       At an anticipated approximate annual value of this repairs and voids works contract of £600,000
       (excluding VAT), over three years this will amount to approximately £1,800,000, and over the full
       five years to approximately £3,000,000.

       These figures will be broken down in more detail in the Invitation to Tender should your firm
       reach that stage of this procurement process.

       Initially, the contract will be let as a traditional term contract, with the possibility of moving into
       formal partnering arrangements in the future.

       This procurement is not subject to the Public Contracts Regulations 2006 because it is below the
       threshold above which the full advertising regime under those Regulations applies.

       Cost model
       Initially, the contract will utilise a hybrid schedule of rates contract, possibly moving to an open
       book model with a shared risk/reward mechanism. Raglan is currently working towards am
       abbreviated composite schedule of rates. Contractors must achieve a range of key performance
       targets, which are incentivised.

       The ideal contractor
       RHA is looking for a contractor who can provide:
        Excellence in delivering a localised responsive repairs service to customers: a track
          record of high levels of customer and client satisfaction;
        Previous partnering experience: a clear demonstration of successfully adopting a
          partnering approach to delivering the services listed;
        Great IT: an IT solution capable of delivering an efficient service, including a resource
          scheduler with appointment based system, PDAs, purchase card system, production of
          financial and performance management information. RHA also aspire to integrate their IT
          system with the contractor. Raglan will do all it can to support contractors develop a suitable
          IT system;
        The right approach to customer involvement: an emphasis on engaging and involving
          residents in the delivery and ongoing development of the service;
        Added value for communities: a demonstration of schemes which have encouraged
          community involvement;
        Greatest value for money through its supply chain for materials;
        Employment and training opportunities: experience of generating employment and
          training opportunities to ensure a ready supply of well qualified and properly trained staff
          working on the contract;
        Mobilisation expertise: able to demonstrate the ability to successfully mobilise in the
          timescale available.




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1.4    OUTLINE TIMETABLE
       Raglan proposes the following indicative timetable for this procurement project:


                                     Activity                              Date

                     Publicise tendering opportunity                 January 2011

                     PQQ available for interested parties          From 12/01/2011

                     Return of PQQ                                    31/01/2011

                     Evaluation of PQQ                                01/02/2011

                     Discussions with short-listed                      14 and
                     contractors                                      15/02/02011

                     Selection of Bidders to be invited to            01/03/2011
                     tender

                     Despatch of ITT                                  01/03/2011

                     Return of ITT                                    21/03/2011

                     Evaluation of ITT                                22/03/2011
                                                                     28/03/2011 to
                     Evaluation visits                                01/04/2011

                     Interviews                                       04/04/2011

                     Selection of successful Tenderer                 04/04/2011

                     Leaseholder consultation                             05/04/11

                     10-day standstill period                       From 05/04/11

                     Award of contract                                15/04/2011
                                                                     08/04/2011 to
                     Mobilisation period                              02/05/2011

                     Start of contract                                02/05/2011


       Raglan reserves the right to revise the above timetable at any time.

1.5    INSTRUCTIONS FOR COMPLETION
       Completed questionnaires should be submitted as follows;
        Two paper copies of the PQQ only sent to the Authorised Officer. Please do not send paper
         copies of supporting documentation.
        An additional electronic version by CD, memory stick or e-mail including supporting
         information clearly referenced to your organisation, the PQQ question number and contract
         reference number. Information with unclear referencing will not be considered.
        Please note that all electronic submissions must be either Microsoft Word (.doc file) or be
         otherwise compatible with Windows XP. Drawings or charts should be embedded or included
         as .dwf or jpg file or in printed document format (.pdf) for use with Adobe Acrobat.


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       Prospective Bidders should answer all questions as accurately and concisely as possible. Where
       a question is not relevant to the Bidder‟s organisation, this should be indicated, with an
       explanation.

       Supporting information should be presented in the same order as detailed and should be
       referenced to the relevant question.

       Bidders should enter their answers in the spaces provided but these spaces can be expanded to
       allow full answers to the questions.

       Questions should be answered in English. Documents, which are not in the English language,
       must be accompanied by an English translation and a certificate by a bona fide independent
       translator attesting the authenticity of the translation.

       Responses will be evaluated in accordance with the procedures set out in Section 2. In the event
       that none of the responses are deemed satisfactory, Raglan reserves the right to consider
       alternative procurement options.

       Failure to furnish the required information, make a satisfactory response to any question, or
       supply documentation referred to in responses, within the specified timescale, may mean that
       Bidders will not be invited to participate further.

       Raglan will not reimburse any expense incurred by the Bidders in preparing their responses to
       the PQQ or any eventual tender, nor is Raglan bound to select any party or award a contract at
       the end of the process.

       The issue of this PQQ in no way commits Raglan to award any contract pursuant to the
       procurement process, nor does it constitute an offer to enter into a contractual relationship.

       The laws of England and Wales shall apply for the purposes of all proceedings relating to this
       procurement process and any contract awarded pursuant thereto.

       Where any question refers to relevant UK legislation, non-UK organisations should answer on the
       basis of applicable laws in their jurisdiction.

       It is recommended that completed PQQs together with any supporting documentation are
       submitted by registered post, or recorded delivery service, or delivered by hand, not bearing any
       indication of the Bidder marked on the envelope or in the franking thereon and clearly marked to
       the following address:

       ‟‟PRE-QUALIFICATION QUESTIONNAIRE – RESPONSE REPAIRS AND VOIDS – WEST
       AREA‟‟
       Clive Milone
       Project Manager
       Raglan HA
       22 -24 Oxford Road
       Bournemouth BH8 8EZ

       Duly completed responses must be received no later than 3.00 pm on the date specified in 1.4.
       Responses received after this time and date may be rejected by Raglan in its absolute discretion.

       Raglan will take up technical and financial references for all Bidders.

1.6    CONSORTIA AND SUB-CONTRACTING
       If a consortium tenders, Raglan may at its complete discretion require either that one member of
       the consortium undertakes primary liability for the project, or that the consortium forms a legal
       entity.

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       In any event, where a consortium or sub-contracting approach is proposed, all information
       requested should be given in respect of the proposed lead contractor or consortium leader.
       Relevant information should also be provided in respect of consortium members or sub-
       contractors who will play a significant role in the delivery of the services, supplies or works under
       any ensuing contract. Responses must enable Raglan to assess the overall service proposed.

       Raglan recognises that arrangements in relation to consortia and sub-contracting may be subject
       to future change. Bidders should therefore respond in the light of such arrangements as are
       currently envisaged.

       Please provide details of the proportion of any contract awarded under this contract, which the
       prospective Bidder proposes to sub-contract.

       Raglan intends seeking independent financial and market advice to validate information declared
       or to assist in the evaluation.

1.7    QUERIES ABOUT THE PROCUREMENT
       Raglan will not enter into detailed discussion on the specific requirements of the contract at this
       stage.

       Any questions about the procurement should be submitted by e-mail to the Authorised Officer.
       Any question or request for clarification regarding the PQQ will be communicated in a suitably
       anonymous form to all Bidders participating as well as the appropriate answer to the question or
       request for clarification.

1.8    BIDDER CONTACT POINT
       Bidders have been asked to include a single point of contact in their organisation for their
       response to the PQQ. Raglan shall not be responsible for contacting the Bidder through any
       route other than the nominated contact. The Bidder must therefore undertake to notify any
       changes relating to the contact promptly.

1.9    PUBLICITY
       Bidders shall not undertake (or permit to be undertaken) at any time (whether prior to or after any
       contract award) any publicity or activity with any section of the media in relation to this contract
       award process or the supply of the services, supplies or works specified other than with the prior
       written consent of Raglan. Bidders shall also be required to obtain the approval of Raglan for the
       content of any such publicity. In this paragraph the word "media" includes (but is not limited to)
       radio, television, newspapers, trade and specialist press, the internet and e-mail accessible by
       the public at large and the representatives of such media.

1.10   FREEDOM OF INFORMATION ACT 2000 (“the Act”) AND ENVIRONMENTAL INFORMATION
       REGULATIONS 2004
       Raglan works in strict accordance with any legislation that requires information held by Raglan to
       be released to the public. As such Raglan will only keep confidential information that is properly
       confidential in its nature, paying due regard to any relevant legislation, and then only for a
       reasonable amount of time.

       As part of Raglan‟s duties under access to information legislation, it may be required to disclose
       information concerning the procurement process or the contract to anyone who makes a
       reasonable request. Bidders should provide a schedule if they consider that any of the
       information provided in their response to this PQQ is commercially sensitive (meaning it could
       reasonably cause prejudice to the Bidder if disclosed to a third party). The schedule should list
       the information, clearly marked as “Not for disclosure to third parties” together with valid reasons
       in support of the information as being exempt from disclosure under the relevant legislation.
       Please see the sample schedule at Appendix 2.




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      Raglan will endeavour to consult with the Bidder and have regard to comments and any
      objections before it releases any information to a third party under the Act. However, Raglan shall
      be entitled to determine in its absolute discretion whether any information is exempt under the
      Act, or is to be disclosed in response to a request for information. Raglan must make its decision
      on disclosure in accordance with the provisions of the legislation and can only withhold
      information if it is covered by an exemption from disclosure under the legislation.
___________________________________________________________________________________

2.     Evaluation Approach
2.1    BIDDER SELECTION
       The objective of the selection process is to assess the responses to the PQQ and select potential
       Bidders to be invited to take part in the next stage of the procurement.

       Failure to provide a satisfactory response to any of the questions may result in Raglan not
       proceeding further with the Bidder. The information supplied will be checked for completeness
       and compliance before responses are evaluated.

       Information only questions
       The following sections/subsections must be completed but will be used for information purposes
       only and not scored:

       3.1     Bidder‟s details
       3.2     Status of Bidder
       3.3     Lead contractor

       It is important that where a question does not apply this is recorded as „Not applicable‟ or „None‟
       in the spaces provided. Please note that although these sections are not scored insufficient
       information may lead to disqualification.

       Pass / fail questions
       These questions are pass/fail. In the event of a Bidder failing to meet the minimum standards set
       out in the introduction to the relevant question or in the criteria below, the remainder of the PQQ
       may not be evaluated and the Bidder will not be invited to tender.

       Listed below are the minimum standards that Raglan requires to be met and evidenced by the
       Bidders in order for them to be eligible to be selected to be invited to tender. The standards are
       set out by reference to the questions that follow this section.

       3.1.11 Data Protection
       It is a requirement of the contract for Bidders to be registered under the Data Protection
       Act. Any Bidder which is not so registered will fail to qualify to be invited to tender.

       3.4     Financial matters
       3.4.1 Bidders must have a minimum average turnover of £2,500,000pa overall over the
       last 2 accounting periods.

       3.4.1 Bidders should indicate the proportion of their average turnover that arises from
       similar contracts to that being bid for.

       There must be nothing disclosed by any of the financial information required to be
       supplied by the Bidder that gives rise to concerns that the Bidder may not complete the
       Contract because of financial difficulties (Questions 3.4.1 to 3.4.4, including bank and
       credit references).

       3.6.4 Health and safety
       Where Bidders answer „Yes‟ to any of the questions within this section, they must provide
       sufficient information to demonstrate that they have taken all appropriate steps to prevent


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        a recurrence of the incident(s). Where insufficient information is provided or Raglan is not
        satisfied that the risk of recurrence has been minimised, the Bidder will fail.

        3.7    Business capability
        Bidders must provide evidence of similar contracts undertaken by the Bidder for at least 3
        other organisations with similar requirements (including the client being subject to an
        external regulatory regime) to those of Raglan over the previous 3 years.

        3.8.2 and 3.8.3          Environmental management and sustainability
        Where Bidders answer „Yes‟ to either of these questions, they must provide sufficient
        information to demonstrate that they have taken all appropriate steps to prevent a
        recurrence of the incident(s). Where insufficient information is provided, or Raglan is not
        satisfied that the risk of recurrence has been minimised, the Bidder will fail.

        3.9    Equality and diversity
        Question 3.9.1 will be evaluated as a pass or fail. A pass will be given if all parts (a) to (g)
        have been marked as „Yes‟. A fail will be given if any parts (a) to (g) have been marked as
        „No‟.

        3.9.3 and 3.9.4 - where Bidders answer „Yes‟ to either of these questions, they must
        provide sufficient information in their answer to 3.9.5 to demonstrate that they have taken
        all appropriate steps to prevent a recurrence of the incident(s). Where insufficient
        information is provided or Raglan is not satisfied that the risk of recurrence has been
        minimised, the Bidder will fail.

        3.10 Insurance
        A pass will be given where the Bidder has insurance that meets or exceeds our minimum
        required levels. It is acceptable to provide details of quotations to demonstrate that
        adequate insurance will be in place if the Bidder is awarded the Contract. A fail will be
        given where the Bidder does not meet or exceed our minimum insurance levels or does
        not provide quotations to demonstrate that adequate insurance will be in place if the
        Bidder is awarded the Contract.

        3.13 References
        Raglan reserves the right to fail a Bidder whose references give rise to concerns that the
        Bidder will not deliver the works/services/supplies to the standards Raglan will require
        throughout the contract.

        In the event of the Bidder being awarded a „fail‟ on any of the above criteria, the
        remainder of their PQQ will not be evaluated.

        Scored questions
        The scored sections will be weighted as follows:

                              Section                                      Weighting (%)
3.5    Quality assurance                                                       5%
3.6    Health and safety                                                       15%
3.7    Business capability                                                     25%
3.8    Environmental management and sustainability                             5%
3.9    Equality and diversity                                                  5%
3.11   Disputes                                                                5%
3.12   Project specific questions                                              30%
3.13   References                                                              10%

        Raglan will invite four Bidders with the highest weighted scores to tender. However, Raglan
        reserves the right to increase the number of Bidders to be invited to tender by one or two Bidders
        if their scores are closely placed around the cut-off point.



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       Every question/section will be scored and evaluated as described in sections 2 and 3. The total
       score for each section will be multiplied by the relevant weighting and divided by the total number
       of scored questions in that section to produce the final weighted score.
 __________________________________________________________________________________

 3.      PQQ for responsive repairs and voids – SW1 West area
 3.1     BIDDER DETAILS

         NOTE TO BIDDER: This PQQ section must be completed and the relevant information provided.
         This section is for information only, with the exception of 3.1.11 which will be evaluated on a pass
         or fail basis. Please note that if you answer „No‟ to Q3.1.11 and it is a requirement of the contract
         to be registered under the Data Protection Act this will be deemed as a fail.

         It is important that where a question does not apply this is recorded as „Not Applicable‟ or „None‟
         in the spaces provided. Please note that although these sections are for information only
         insufficient information may lead to disqualification.

3.1.1     Name of the organisation in whose name the
          tender would be submitted.

3.1.2     Name of person applying on behalf of the
          organisation

3.1.3     Address




3.1.4     Registered office of the organisation if different
          from the above




3.1.5     Telephone number

3.1.6     e-mail address

3.1.7     Company or charity registration number

3.1.8     If a registered company, please state if you are
          limited by shares, limited by guarantee or an
          unlimited company

3.1.9     Date of formation or registration

3.1.10    VAT registration number


3.1.11    Is your organisation registered under the Data                    Yes / No
          Protection Act 1998?

          If yes, please provide registration number




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 3.2     STATUS OF BIDDER

         NOTE TO BIDDER: This PQQ section must be completed and the relevant information provided.
         However the section is for information only.

3.2.1         Is your organisation

  (a)         A sole trader?                                                     Yes / No

  (b)         A partnership?                                                     Yes / No

  (c)         A private limited company?                                         Yes / No

  (d)         A public limited company?                                          Yes / No

  (e)         A local authority direct services organisation?                    Yes / No

  (f)         A charity?                                                         Yes / No
              Trading as a company?                                              Yes / No
              or
              Number of trustees if not a company?

  (g)         Other - please specify                                             Yes / No




 3.3     LEAD CONTRACTOR/ PARTNERSHIPS/ CONSORTIA

         NOTE TO BIDDER: This PQQ section must be completed and the relevant information provided.
         However the section is for information only.

3.3.1 Please indicate which statement below applies.

        (a)      Your organisation is tendering to provide the works required           Yes / No
                 (without the use of third parties).

        (b)      Your organisation is tendering in the role of lead contractor        Yes / No /
                 and intends to use third parties to provide some of the             Not applicable
                 services, supplies or works required.

        (c)      Your organisation is tendering in the role of lead contractor        Yes / No /
                 and intends to enter into a partnership or consortium for the       Not applicable
                 provision of the services, supplies or works required.


        If your answer is (b) or (c), please identify intended sub-contractors/partners (if currently
        known) below:

Organisation name          Organisation address and contact            Operation type supplied
                                        details




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 3.4    FINANCIAL MATTERS

        NOTE TO BIDDER: This section must be completed and the responses given will be scored.
        This section will be evaluated as a whole and responses scored as being High Risk = Fail,
        Medium Risk = 0 points or Low Risk/None = 3 points.

        The determination of the appropriate risk level will be proportionate and relevant to the specific
        contract being tendered (if, in the opinion of Raglan, the risk of entering into a future contract with
        the Bidder is considered unacceptable a failure will be given and the PQQ not considered
        further).

3.4.1 The Bidder shall provide the following financial information for the last two years.
      If the accounts you are submitting are for a year ended more than 10 months ago,
      please enclose a copy statement signed by the Director responsible for financial affairs,
      setting out the organisation‟s turnover and net profit since the latest accounts, and any
      known significant changes in the balance sheet of the organisation.

 (a)   A copy of the most recent audited accounts for your organisation that            Attached
       cover the last two years of trading, or for the period that is available if      Yes / No
       trading for less than two years.

 (b)   OR where this information is not available in an audited form at (a),            Attached
       provide a statement of the organisation‟s turnover, profit and loss and          Yes / No
       cash flow position for the most recent full year of trading (or part year if
       full year not applicable) and an end period balance sheet.

 (c)   OR Where (a) or (b) cannot be provided, a statement of the                       Attached
       organisation‟s cash flow forecast for the current year and a bank letter         Yes / No
       outlining the current cash and credit facility position.

 (d)   AND provide a separate statement of the organisation‟s turnover that             Attached
       relates directly to the supply of services, supplies or works of the same        Yes / No
       type as those to be provided under the contract for the past two years, or
       for the period the organisation has been trading (if less than two years).

 (e)   If the organisation is a subsidiary of a group, (a) to (c) are required for      Attached
       both the subsidiary and the ultimate parent organisation. Where a                Yes / No
       consortium or association is proposed, the information is requested for
       each member organisation including sub-contractors.
 (f)   Director‟s and Auditor‟s reports                                                 Attached
                                                                                        Yes / No
 (g)   Notes to the accounts                                                            Attached
                                                                                        Yes / No
3.4.2 Has your organisation been invited to tender for, appointed as preferred           Yes/No
      bidder for or has it been awarded any major contracts that have not yet            (If yes,
      commenced?                                                                         please
                                                                                        complete
                                                                                            the
                                                                                        following
                                                                                      information)

               Client        Title/name of         Likely       Stage reached         Nature and scope of
                             the contract          value         and expected              contract
                                                               contract start date
                                               £
                                               £
                                               £


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3.4.3           Pending litigation (Pass/fail)

                Please provide details of any material pending or threatened litigation or claims
                outstanding against your organisation or contingent liabilities that are not
                referred to in the accounts submitted and which may have a material impact on
                them:




3.4.4     Other economic or financial factors (Pass/fail)                            Yes/No

          Are there any other significant financial factors not referred to in    If Yes please
          your accounts that may impact on your organisation in the near         provide details
          future (eg mergers, take-overs, rationalisation, or any contingent
          liability or loss)?




 3.5    QUALITY ASSURANCE (5% of marks)

        NOTE TO BIDDER: This section must be completed and the responses given will be scored.
        This section will be evaluated as a whole against the requirements of the contract to be delivered
        and responses scored as being Good = 3 points, Adequate = 2 points or Poor/Incomplete = 0
        points. This means that the evaluator needs to make a judgement about the importance of these
        questions in relation to the delivery of the contract. The evaluator can then determine against
        those requirements the level of the responses received.

3.5.1    Does your organisation and any of its proposed partners hold recognised quality
         assurance certification? If yes, please provide details of certification achieved.

         Month / Year                                 Name of accreditation group




3.5.2    If no to 3.5.1, does your organisation have a quality assurance             Yes / No
         system or guarantee of performance?

         If yes, please provide details.




3.5.3    If you do not have quality certification or a quality management system, please explain
         why?




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 3.6    HEALTH AND SAFETY (15% of marks)

        NOTE TO BIDDER: This section must be completed and the responses given will be evaluated
        as follows:

        3.6.1 to 3.6.3: Individually scored as Good = 3 points, Adequate = 2 points, Poor = 0 points or
        Not applicable = 3 points.

        3.6.1: This question requires the evaluator to read the Bidders Health and Safety Policy. The
        determination of the quality of the policy will be against industry best practice.

        3.6.2 & 3.6.3: These questions require the evaluator to consider the Contract that is being
        tendered and the Health and Safety requirements applicable to the delivery of the contract.

        3.6.4: No = Pass; Yes = Fail unless Raglan is satisfied that the Bidder has taken steps to
        minimise the risk of re-occurrence.

3.6.1    Please enclose a copy of your organisation‟s, and any proposed                    Attached
         partners, health and safety policy and/or other declaration, information          Yes / No
         or instruction issued by your organisation as necessary, to protect the
         health, safety and welfare of your employees.

3.6.2    Does your organisation hold or is it working towards a recognised                 Yes / No
         health and safety certification or equivalent standard?
         If yes, please provide details.




3.6.3                       Accident figures for current year and last three years

Year ending        Total employees        Major injuries                   3 day reports

  [current
    year]
   [insert
   years]
   [insert
   years]
   [insert
   years]


3.6.4        In the last three years has your organisation or proposed partners:

                been prosecuted for contravention of the Health and Safety at
                 Work Act 1974, or equivalent national legislation?                        Yes / No
                been the subject of an enforcement action by the Health and
                 Safety Executive or similar body charged with improving health
                 and safety standards?                                                     Yes / No
                been issued with any formal notices by the Health and Safety
                 Executive or similar body charged e.g. Environmental Health
                 Officer or Environment Agency with improving health and safety
                 standards?                                                                Yes / No


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             had a fatality or dangerous occurrence?                                Yes / No
             reported any injury accidents or dangerous occurrences to the
              Health and Safety Executive or similar body charged with
              improving health and safety standards?                                 Yes / No

          If yes to any of the above, please provide details below and list the
          steps that you took in consequence of the above.




 3.7    BUSINESS CAPABILITY (25% of marks)

        NOTE TO BIDDER: This section must be completed and responses given are either pass/fail or
        will be scored. This section will be evaluated on an individual question basis against the
        requirements of the contract and responses will be scored as Good = 3 points, Adequate = 2
        points or Poor = 0 points.

        3.7.1: Pass/fail

        3.7.2: Good = All principal areas of business activity match the delivery of the contract;
        Adequate = At least one principal area of business activity matches the delivery of the contract;
        Poor = No principal areas of business activity match the delivery of the contract.

        3.7.3: Good = extensive experience; Adequate = some experience; Poor = little experience

        3.7.4 & 6: Good = qualifications and memberships are relevant to the contract; Adequate =
        some qualifications/ memberships relevant to the contract; Poor = few or no qualifications/
        memberships

        3.7.5: Good = evidence of relevant skills provided; Adequate = evidence of some but not all
        relevant skills provided; Poor = No skills or few skills provided.

        3.7.7: Please note that the answer „No‟ in this questions will score 3 points. If a Tenderer
        answers „Yes‟, then: Good = evidence of good experience of management and funding provided;
        Adequate = evidence of some experience of management and funding provided; Poor = no or
        little evidence provided.

        3.7.8 & 9: Good = turnover below 5% or between 5% and 10% with adequate explanation;
        Adequate = turnover above 5% without adequate explanation; Poor = turnover above 10%

        3.7.10: Good = more than 3% of annual labour cost spent on training; Adequate = between 1%
        and 3%; Poor = less than 1%.

3.7.1 Please complete the following in respect of contracts your organisation has delivered for
      organisations with similar requirements (including being subject to an external
      regulatory regime) to those of Raglan over the past 3 years.

Client name and     Title/name of       Total        Dates/period over      Brief description of
    address            contract        contract       which the works/     the works/ services/
                                       value £      services/ goods were     goods provided
                                                          provided



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3.7.2 Please detail the principal areas of your business activity.




3.7.3 Please provide details of any experience you have relevant to the contract to be
      delivered.




3.7.4 Please provide details of any qualifications your employees have that would be utilised
      in the delivery of the contract.




3.7.5 Please provide details of any skills you have within your organisation that would be
      utilised in the delivery of the contract.




3.7.6 Which professional or trade bodies does your organisation or key personnel belong to?




3.7.7 Is it proposed to sub-contract any part of the delivery of this           Yes / No
      service?
      If yes, please provide details of which part and how would it be
      managed and funded?




3.7.8 Please provide details of staff turnover as a percentage of your workforce for the last 3
      years.

      [insert years]                                                           %
      [insert years]                                                           %
      [insert years]                                                           %
3.7.9 Please provide any relevant information/comment on your organisation‟s staff turnover
      rates.




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3.7.10   Please provide details of training other than Health and Safety              %
         as a % of your annual labour cost.


 3.8     ENVIRONMENTAL MANAGEMENT AND SUSTAINABILITY (5% of marks)

         NOTE TO BIDDER: This section must be completed and responses given will be scored. This
         section will be evaluated on an individual question basis against the requirements of the contract
         to be delivered and responses will be scored as follows;

         3.8.1: Requires the evaluator to read the Bidder‟s environmental policy. The determination of the
         quality of the policy will be against industry best practice.

         3.8.2 & 3.8.3: Low Risk = 3 points; Medium Risk = 0 points; High Risk = Fail

3.8.1    Please provide a copy of your organisation‟s, and any                    Attached
         proposed partners, environmental policy and/or other                     Yes / No
         declaration, information or instruction issued by your
         organisation as necessary, to ensure compliance with
         environmental legislation.

3.8.2    In the last three years has your organisation or proposed                Yes / No
         partners, been prosecuted for breaking any UK or EU, or
         equivalent national legislation relating to the environment?
         If yes, please provide details.




3.8.3    In the last three years has your organisation or proposed                Yes / No
         partners, had any notice served upon it by an environmental
         regulator or authority?

         If yes, please provide details.




 3.9     EQUALITY AND DIVERSITY (5% of marks)

         NOTE TO BIDDER: This section must be completed and responses given will be scored. This
         section will be evaluated on an individual question basis as follows:

         3.9.1: This question will not receive a score but will be evaluated on a „Pass/Fail‟ basis, with all
         parts (a) to (g) marked as „Yes‟ constituting a „Pass‟, and any parts (a) to (g) marked as „No‟
         constituting a „Fail‟

         3.9.2: Good = 3 points; Adequate = 2 points; Poor = 0 points. The determination of the quality
         of the policy will be against industry best practice.

         3.9.3 & 3.9.4: Pass/fail depending on whether Bidders answer „yes‟ and, if they do, whether their
         answer to 3.9.5 satisfies Raglan that steps have been taken to prevent a re-occurrence.



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3.9.1    Does your organisation comply with its legal obligations relating to the following?

 (a)     Race                                                                         Yes / No

 (b)     Sexual orientation                                                           Yes / No

 (c)     Disability                                                                   Yes / No

 (d)     Age                                                                          Yes / No

 (e)     Religion or belief                                                           Yes / No

  (f)    Gender                                                                       Yes / No

 (g)     Human rights                                                                 Yes / No

3.9.2    Please provide your equality and diversity policy. In addition               Attached
         please attach any of your proposed partners equality and diversity           Yes / No
         policies.




3.9.3    In the last three years, has any finding of unlawful discrimination          Yes / No
         been made against your organisation by any court of law or
         industrial or employment tribunal?

         If yes, please provide details




3.9.4    In the last three years has your organisation been the subject of a          Yes / No
         formal investigation on grounds of alleged unlawful discrimination?
         If yes, please provide details




3.9.5    If the answer to question 3.9.3 is in the affirmative or, in relation to question 3.9.4 the
         Commission made a finding adverse to your organisation, what steps did you take in
         consequence of that finding/investigation?




 3.10   INSURANCE

        NOTE TO BIDDER: This section must be completed and responses given will be scored. This
        section will be evaluated on a Pass or Fail basis as follows:

        3.10.1: Pass or Fail. A pass will be given where the Bidder has insurance that meets or exceeds
        our minimum required levels. It is acceptable to provide details of quotations to demonstrate that
        adequate insurance will be in place if the Bidder is awarded the contract. A fail will be given

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         where the Bidder does not meet or exceed our minimum insurance levels or does not provide
         quotations to demonstrate that adequate insurance will be in place if the Bidder is awarded the
         contract.

3.10.1   Please provide details of all insurance cover currently in force. If your organisation‟s
         tender is successful, adequate insurance cover will be required. The levels are
         indicated below. If your current insurance is insufficient, please enclose a copy of a
         quotation from your insurance company indicating that the increased cover will be
         available should you be awarded the contract.

         Please enclose a copy of all certificates

 (a)     Employers liability (minimum £5m cover)

         Insurer

         Policy Number

         Amount of cover £


         Renewal Date

 (b)     Public liability (minimum £5m cover)

         Insurer

         Policy Number

         Amount of cover £

         Renewal Date

 (c)     Professional indemnity - where required
         (minimum £2m cover for each and every claim
         for 12 years)
         [Delete if not applicable]

         Insurer

         Policy Number

         Amount of cover £

         Renewal Date

 (d)     Product liability (minimum £2m cover for each
         and every claim)
         [Delete if not applicable]

         Insurer

         Policy Number

         Amount of cover £


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         Renewal Date

 (e)     Motor vehicle (minimum £5m cover)
         [Delete if not applicable]

         Insurer

         Policy Number

         Amount of cover £

         Renewal Date


 3.11    DISPUTES (5% of marks)

         NOTE TO BIDDER: This section must be completed and responses given will be scored. This
         section will be evaluated as a whole and responses will be evaluated as Low Risk/None = 3
         points, Medium Risk = 0 points or High Risk = Fail

3.11.1    Has your organisation, or any of its proposed partners, had penalties,   Yes / No
          default notices or liquidated damages awarded against it during the
          last three years in respect of similar services?

          If yes, please provide details below and answer parts (a) and (b).




  (a)     Were the damages in excess of £50,000?                                   Yes / No

  (b)     Were the damages greater than 10% of the whole life value of the         Yes / No
          contracted services?

3.11.2    Has your organisation, or any of its proposed partners, withdrawn from   Yes / No
          a contract after the contract has been awarded during the last three
          years in respect or similar services, supplies or works?

          If yes, please provide details.




3.11.3    Has your organisation, or any of its proposed partners, had a contract   Yes / No
          terminated in the last three years in respect of similar services?

          If yes, please provide details.




3.11.4    During the last three years has your organisation, or any of its         Yes / No
          proposed partners, not had a contract renewed due to failure to
          perform to the terms of contract?



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          If yes, please provide details.




3.11.5    Has your organisation, or any of its proposed partners, been                 Yes / No
          prosecuted or had any Court judgements against it in the last three
          years?

          If yes, please provide details.




3.11.6    Is your organisation or any of its proposed partners currently involved      Yes / No
          in an ongoing / unresolved dispute?

          If yes, please provide details.




 3.12     PROJECT SPECIFIC QUESTIONS (30% of marks)

          THIS SECTION MUST BE COMPLETED

          NOTE TO BIDDER: The questions asked in this section should be focused on analysing
          Bidders‟ technical and professional abilities or economic and financial standing in the context of
          individual projects. This section must be completed and the responses given will be scored.
          This section will be evaluated on an individual question basis and responses scored as Good =
          3 points, Adequate = 2 points or Poor = 0 points

          Responses to questions in this section should be no longer than 2 sides of A4. Responses
          longer than this will not be marked.

3.12.1   Please highlight your relevant experience as a company in the delivery of a repairs
         and voids service. In your experience, what is the most valuable contribution your
         client can make to the successful and efficient delivery of the contract?




3.12.2   Please provide details of your IT system for the management of the repairs service,
         including details of how the system is linked to your clients‟ IT systems and how data
         is accessed. Please provide an overview of your IT systems and infrastructure
         strategy for the next 2 to 3 years.




3.12.3   Please provide details of your experience in the collection, monitoring, validation and
         reporting of KPIs and financial data.



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3.12.4   From your experience, detail how you have resourced and mobilised contracts of this
         nature to ensure high service standards are maintained.




3.12.5   Engagement and involvement with residents is one of Raglan‟s core objectives.
         Please provide evidence of your experience in engaging with residents in the delivery
         and improvement of services at both a strategic and operational level.




3.12.6   Raglan discourages the widespread use of sub-contractors. However, we accept that
         from time to time it may be necessary for the efficient running of the contract. How do
         you ensure that the quality and consistency of contractors you used is maintained?




3.12.7   This contract operates across a large geographic area, within which there are clusters
         of Raglan homes to be repaired and maintained. In your experience, what will be the
         most efficient way to run a repairs service in this area?




3.12.8   Please provide evidence of where you have provided innovative solutions in a similar
         contract to deliver service improvements.




 3.13    REFERENCES (10% of marks)

         NOTE TO BIDDER: This section must be completed and the responses given will be scored.
         This section will be evaluated as a whole and responses scored as being „Relevant references‟
         = 3 points, „Partially relevant references‟ = 2 points or „Irrelevant references = 0 points

         Further, Raglan reserves the right to fail a Bidder whose references give rise to concerns that the
         Bidder will not deliver the works/services/supplies to the standards Raglan will require throughout
         the contract.

3.13.1   Please provide details of three major contracts you have been awarded recently
         (preferably other housing associations, local authorities, or public sector bodies) for
         the provision of services, supplies or works similar to those required by Raglan, from
         whom Raglan can take up professional/technical references. (N.B. three references
         total, not per lot).

         Please note that Raglan may elect to contact any of the given organisations for a


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         reference. Your permission to do so will be assumed unless you explicitly state any
         objections. The referees must be contacted and agree to providing a reference prior
         to this questionnaire being submitted.

(a)      Customer name

         Address

         Contact name

         Telephone number

         e-mail address

         Date contract awarded

         Length of contract

         Annual value of contract held between
         the customer and the Bidder (£)

         Contract reference and brief description
         of service undertaken

(b)      Customer name

         Address

         Contact name

         Telephone number

         e-mail address

         Date contract awarded

         Length of contract

         Annual value of contract (£)

         Contract reference and brief description
         of service undertaken

(c)      Customer name

         Address

         Contact name

         Telephone number

         e-mail address

         Date contract awarded


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         Length of contract

         Annual value of contract (£)

         Contract reference and brief description
         of service undertaken

 _________________________________________________________________

 4.      Declarations
         WHEN YOU HAVE COMPLETED THE QUESTIONNAIRE AND ALL APPLICABLE
         APPENDICES, PLEASE READ AND SIGN THE SECTION BELOW.

I declare that the details submitted in the form of this application are correct to the best of
my/our knowledge.

I can confirm that the following information has been included:
      the last two years‟ audited accounts
      details of insurance cover
      a copy of the health and safety policy statement, signed and dated
      health and safety certificate
      any other procedures, examples and logs requested
      quality management certificate, if appropriate
      brief details of all relevant contracts provided in section 3.13
      Environmental Policy
      Equality and Diversity Policy

I understand that the information contained in this PQQ will be held in confidence by Raglan
and used in the evaluation process to assess my organisation‟s financial stability and
competence to conduct the contract being tendered by Raglan.

I apply for inclusion in the list of Bidders who will be invited to tender for the contract to provide
a response repairs and voids service in the SW1 West area.

I accept the conditions and undertakings requested in this PQQ.

I understand that false information could result in my/our exclusion from the procurement
process.

I declare that my organisation will notify Raglan immediately it becomes aware of any actual or
potential conflict of interest which may arise between the interests of Raglan and my
organisation or any of our clients and that my organisation will take immediate steps to remove
the cause of any such conflict to the complete satisfaction of Raglan.

I understand that it is a criminal offence, punishable by imprisonment, to give or offer any gift or
consideration whatsoever as an inducement or reward to any servant of a public body, and that
any such action will empower such body to cancel any contract currently in force and will result
in my/our exclusion from the contract.



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           MANDATORY ATTACHMENTS CHECKLIST

              Audited accounts for last 2 years for organisation and parent organisation (Question 3.4.1
               refers)
              Quality Management Certificate, if appropriate (Question 3.5.1 refers)
              Health and Safety Policy (Question 3.6.1)
              Health and Safety Certification (Question 3.6.2)
              Environmental Policy (Question 3.8.1 refers)
              Equality and Diversity Policy (Question 3.9.2 refers)
              Insurance Certificates (Question 3.10.1 refers)


           Failure to provide the above items of information may disqualify your organisation from the next
           stage of this procurement process.


Signature

Printed name

Position

Organisation

Date (day, date, month,
year)
Telephone number

e-mail address


           This form should be signed by a Director, Partner, Senior Manager or authorised representative
           of the organisation.

           Before returning the questionnaire, please make sure you have

              Answered all the questions appropriate to your organisation;
              Signed the questionnaire; and
              Enclosed all relevant documents.




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                                                                                         APPENDIX 1

                          RESIDENT PRIORITIES FOR A REPAIRS SERVICE


87 responses were gathered on the doorstep in the SW1 West area on 8 and 9 November
2010.


Rank        What is required from the contract

   1       The operative should have the right skills to carry out an excellent repair

   2       Any negative feedback should be followed up quickly

   3       It should be easy for Raglan to change a contractor if they are not performing well

   4       I would like a dedicated number to ring to report a repair

   5       Raglan should be gathering feedback on all repair jobs

   6       I want to be given an appointment at the point when I phone to report the repair

   7       I want my appointment to be for a fairly tight time slot

   8       The repairs handler should be skilled at diagnosing my fault

   9       It is important that the contractor completes the repair in a single visit

   10      Operatives should be uniformed, smart, clean and always have appropriate ID

   11      I would like to be able to arrange an appointment in the evening or on a Saturday

   12      I would like to be reminded of the appointment an hour before it is due

   13      I would prefer the repairs contractor to be locally based and have good local
           knowledge

   14      I would like the operative to be able to tackle additional, unreported jobs when at my
           home

   15      The contractor should pay me compensation if they do not turn up as arranged

   16      Residents should be charged if they are out when the contractor turns up on time




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                                                                                            APPENDIX 2

        DOCUMENTS NOT FOR DISCLOSURE TO THIRD PARTIES UNDER THE FREEDOM OF
        INFORMATION ACT 2000 OR ENVIRONMENTAL INFORMATION REGULATIONS 2004

 To:    Raglan Housing Association Limited

 Contract Reference Number                                                 2011:0001
 Name of Organisation


Question No.       Page No.         Reasons for Non-Disclosure (cite exemption/s to be considered)




 To be kept with the tender documents for consideration should a request for information under the
 Freedom of Information Act 2000 or Environmental Information Regulations 2004 be received. This
 document can be destroyed in line with the retention and destruction schedule of the tender documents.




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