Customer Journey Support

Wolverhampton City Council
West Midlands
1 October 2025 to 30 September 2026

The project involves providing end-to-end customer journey support for 80 households, including community engagement workshops, creation of energy efficiency toolkits, and 1-2-1 advice. The supplier acts as a single point of contact to coordinate retrofit assessments and sensor installations, while delivering low-cost energy efficiency measures up to £150 per household. The scope also includes conducting occupancy surveys and signposting residents to external funding streams like ECO4 and other council support services.

Open the official notice

Awarded value: £29k; As published
Published: 27 January 2026
Awarded: 30 September 2025; Agility Eco Services Ltd
Contract length: 12 months; Ends 30 September 2026

What the contract covers

Service contract

Provision of domestic energy efficiency advice, customer journey management, and community engagement services for residential retrofit and decarbonisation projects.

Take part in community engagement events and run workshops delivering community energy-efficiency advice to enable behaviour change to reduce energy demand
Create digital and/or physical energy-efficiency toolkits containing energy-efficiency advice, information on external funding streams for decarbonisation measures in the home, and tariff-switching support
Provide one-to-one energy-efficiency and switching advice for up to 80 homes
Act as a single point of contact, liaising with other delivery partners to coordinate retrofit assessments, sensor installations and benchmark data collection
Provide customer-journey support for up to 80 homes receiving Retrofit Assessments, including eligibility checks for Warmer Homes and ECO4 funding
Signpost residents to other council benefits or cost-of-living support
Conduct initial and end-line occupancy surveys during the first and final months to understand resident energy-consumption behaviour and information relating to health and wellbeing, using a format and questions agreed with WMCA
Deliver low-cost energy-efficiency measures, such as smart meters, draught excluders and thermal curtains, up to £150 or the project grant per household for up to 80 households

Terms and requirements

Contract type: Service contract
Initial term: 12 months
Extensions: 12 months
Longest it can run: 24 months
Contract dates: 1 October 2025 to 30 September 2026
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Not stated
CPV codes: 73000000

Services in this contract

Home energy advice servicesMain service£478k typicalResident energy efficiency advice and retrofit customer journey support for up to 80 homes

Lifecycle

Published
27 January 2026
Contract awardedto Agility Eco Services Ltd
30 September 2025
Contract starts
1 October 2025
Contract ends
30 September 2026

The buyer

Wolverhampton City Council

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The supplier

Agility Eco Services Ltd

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Cite this contract

Link: https://bidskim.com/tender/345569/customer-journey-support
Buyer reference: QQ25057
Open contracting ID: ocds-h6vhtk-060f50
Last checked: 4 November 2026

Wolverhampton City Council. Customer Journey Support. Contract award, 27 January 2026. BidSkim, https://bidskim.com/tender/345569/customer-journey-support (accessed 4 November 2026).