How we're listening to customer feedback

Helping you navigate our service offer

You said

You didn’t always understand our service offer and the value we deliver.

We did

Last year, we launched our new simplified service offer to help you better understand the range of services we offer and how to get the most value from them.

Since then, we’ve been running a series of service spotlight campaigns, focusing on one key service at a time.

As part of this, we’re produced lots of helpful materials to make our services more transparent and easier to engage with. Including videos, infographics, blogs, live webinars and a comprehensive handbook that acts as a practical guide for you to understand the service and the value it can deliver for you.

So far, we’ve run spotlights on our Lease Advisory and Town Planning services and are currently shinning a light on Estate Optimisation and Space Utilisation. You can visit each service page to explore the range of materials and learn how we can support you.

Explore our service offer

Helping you get the most out of your space

You said

You struggle to understand how space across your estate is being used.

We did

We launched our new NHS Estate Optimisation Guide to provide you with a simple framework for assessing and adapting NHS spaces.

Inside you’ll find step-by-step guidance and expert insights on:

1. Setting yourself up for success.

2. Assessing space demand and property supply.

3. Understanding your estate through utilisation monitoring.

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4. Assessing the data to review your options.

Download guide

Helping you get the most out of your space

You said

You struggle to understand how space across your estate is being used.

We did

We’re hosting a two-part webinar series to help you unlock your estate’s true potential. In these webinars, we’re sharing real stories showcasing how NHS organisations are transforming their estates to deliver better care, smarter working, and stronger communities.

We've also launched a new handbook to help you better understand our estate optimisation service and how it can help you.

Explore Part 2

Watch Part 1

Read handbook

You said

It’s not clear how NSHPS are reducing unused or void space.

We did

We helped ICBs return over 27,000 sqm of unused space in 24/25, saving them over £6m. So far, in 25/26, we’ve already saved another £3m and re-let or sold 12,500 sqm of void space. We’re planning to market over 10,000+ sqm more of vacant space this year.

Improving our billing process

You said

Our billing documentation could be improved to be simpler, consistent and easier to understand.

We did

We’ve updated our billing documents to use consistent formatting and language throughout, and to display information more clearly. We've also added commentary boxes to explain any changes to your bills. All our billing documentation now meets the appropriate industry standard, is robust, transparent and easier to understand. We’re aware of and actively working on improving other aspects of our billing process, as well as continuously improving the documentation.

You said

We should have more proactive conversations about tackling GP debt (complaint from an ICB).

We did

We set up a dedicated monthly forum for the ICB finance, estates and primary care commissioning leads to regularly engage with our cross functional team. As a result of regular partnership working with the ICB and GPs to discuss historic debt and affordability, 21 out of 22 GPs have now set up direct payments.

Working more in collaboration with you

You said

You want more formal and regular engagement to talk about NHS Open Space bookings, finances, new opportunities and other key topics.

We did

We introduced Customer Account Management (CAM) as a core part of how we work. Around 30 customers now have regular meetings – monthly, quarterly or twice a year – based on what suits them best. These meetings have helped us improve our relationship with customers, resolve issues faster, and share new opportunities. Feedback has been really positive, with many customers appreciating the proactive and personalised communication.

You said

You want more joined-up conversations for better communication and collaboration.

We did

Where suitable, we’re combining operational and strategic meetings with our customers into a single format with a customer-led agenda. Feedback has shown this approach saves time by reducing the number of separate meetings and improves collaboration by aligning decision making.

You said

You want us to be more proactive in helping primary care to optimise investment opportunities.

We did

We established a dedicated monthly forum for ICB finance, estates and primary care commissioning leads to work in partnership with our cross functional team. During these meetings, we focus on identifying opportunities, aligning priorities and increasing investment in primary care.

Helping you with estate and compliance challenges

You said

GPs within your ICB (those in non NHSPS buildings) need support when negotiating lease renewals and other lease events with landlords.

We did

We partnered with the ICB to offer lease advisory support to all GP practices in the ICB. This led to more investment in buildings, more flexible terms and lower rents.

You said

You need support with maintaining GP compliance in non-NHSPS buildings, within your ICB.

We did

We supported a pilot project to review a sample list of GP properties for proof of concept. This pilot has now resulted in us supporting the same piece of work for 200+ GP practices across the ICB. Planning for the work has now begun, with official launch in September of an 18-month project working in partnership with the ICB.

The lease advisory team have been an excellent support to our practice in our lease negotiations. The process may have felt overwhelming for the partners had we not had this input as the negotiations have not been straight forward. Lease negotiations are a specialist area. They are in the unique position of understanding the practice position and the ICB position which is also important. I hope this support continues for practices in the future."

Helping you with estate and compliance challenges

You said

Sometimes work orders are marked as ‘completed’ when there is still work outstanding.

We did

We've reminded our teams to ensure all work is fully completed before closing a job. We've also reinforced the importance of following the correct process to help prevent this from happening again. Since this, we’ve seen fewer instances of this issue and remain committed to getting it right every time.

The job was completed very quickly, and the work was carried out efficiently and to a high standard. Kevin Dennis who carried out the work always does any jobs to the best of his ability and takes pride in his work which means that we are always pleased with the outcome. He is respectful when working in the surgery and will communicate directly with us when necessary."

Kevin Dennis (Maintenance Operative) - FM Job Closure (10/10)

Helping you with estate and compliance challenges

You said

The estates colleagues at our ICB would like some training support on topics to broaden their knowledge.

We did

We held a training session with eight ICB customers with some theory and lots of practice using real examples of investment appraisals relevant to the ICB. Feedback from the team included:

Really clear presentation - well paced. Made a complex subject accessible."

All really informative and enjoyed the presenter's way of delivering the training."

Really enjoyed the training and thought it was incredibly well delivered. You can tell when someone really likes their subject and wants to share it!! Thank you."

We did

Building on this positive training experience, our Town Planning and Capital Projects teams will run two subsequent training sessions with the ICB. These will focus on building regulation compliance and understanding the planning process for residential developments.

How we capture customer feedback

Annual perception surveys / Interviews

Patient Interviews

Transactional Customer Satisfaction (CSAT)

Since 2021 we have conducted annual surveys with our customers to better understand their experience and inform our improvement plans. We reach out to customers once a year to ask them (among other things) how satisfied they are with us, how likely are to recommend us and how easy it is to work with us.

We survey customers after they’ve had an interaction with us (called our helpdesks, had a case/work order completed, used NHS Open Space or finished a project) and this provides our transactional feedback score.

We collect patient feedback to make sure our buildings are fit for purpose and support the NHS to deliver excellent patient care. We work with an independent agency to ask patients about their experience as they leave our buildings.

Last year, we stopped surveying at sites with consistently high scores and added some new sites to better understand our patient experience and focus on areas needing improvement. We’ll continue the annual patient interviews to track progress and ensure our buildings remain welcoming, effective, and fit for purpose.

Overall, we received 2,204 survey responses from patients and 6,343 responses from customers. Your feedback is important to us, and we’re taking it seriously to drive improvements.