Key achievements that matter to you

We've continued resolving your issues on time

8,337

queries/incidents resolved, 92% being within our agreed timeframe (10 working days).

432,329

work orders fixed with 96% attended and 98% fixed within our agreed timeframes.

We've improved our response rates, so you don't have to wait as long

92%

calls answered within

20 seconds.

93,544

calls taken by our customer helpdesk.

100%

queries acknowledged within 24 hours.

The call handler was SOOO helpful, she absolutely went above and beyond in helping to get to the bottom of a job that was logged in October by a colleague of mine. So patient and polite."

Rose Starkey - FM Helpdesk (10/10)

From our first conversation, it was clear that she was committed to helping me, demonstrating both sincerity and professionalism at every step. Moira not only ensured that my complaint was fully resolved but also kept me consistently updated throughout the entire process, which provided me with a great sense of reassurance."

Moira Taylor - Complaints Handling (10/10)

We've made it easier for you to have a self-service experience so you can reach us at your convenience

72%

increase in online form submissions processed through our customer portal (Connect), showing the increasing importance and preference for this channel.

57%

increase in non-urgent tasks being raised through self-serve channels (Connect), allowing customers to get better updates and more personal responses at their fingertips.

We've continued delivering projects to help you improve patient care

285

construction/capital projects completed with individual projects valued between £50k and £22m.

88

Healthy places projects completed (building new health centres, refurbishing hospitals, repurposing vacant space and delivering social prescribing sites).

15

new social prescribing sites (indoor and outdoor spaces connecting people to activities, groups and support that improves health and wellbeing) opened.

2.2m

patient consultations enabled through Open Space (we provide access to clinical and non-clinical rooms in England from partners across the NHS).

£217.3m

unlocked for the NHS.

7.7%

reduction in carbon emissions.

As a result of these improvements, we've seen:

8.6/10

Patient satisfaction score within our properties (up from 8.5 last year).

9.0/10

Transactional customer satisfaction score (up from 8.8 last year).

7.3/10

Annual customer satisfaction score (up from 7.1 last year).

What our customers are saying…

Having worked with NHSPS for some time now, I have noticed a considerable improvement in NHSPS as an organisation and have been impressed with NHSPS's proactive approach, professionalism and positive project delivery."

What our patients are saying about our buildings…

It's well laid out, seats not all on top of each other. Not cramped. Always clean. Lots of information available. It's got a good a water fountain. Nice and light and airy."