Annual Customer Feedback Report
2025/26
Discover the improvements we’ve made based on your feedback in our 2025/26 report. Including 12 real examples of 'You said, we did' to show how your voice has driven change. Jackie Ducker, Chief Customer Officer
You said, we did
Key achievements and impact
Annual Customer Feedback Report 2025/26
Every improvement we make at NHS Property Services has a direct impact on patient care. That's why delivering brilliant service remains central to our strategy. The 10 Year Health Plan gives us more opportunity to strengthen our existing focus on community‑based care, digital tools and prevention.I'd personally like to thank all 8,753 of you who took the time to respond to our patient and customer surveys in 2025/26. To call out just a few of the many ways your insights shaped our improvements last year:
Analogue to digital: We improved our self-service customer portal, Connect, so you can do more things online. As a result, we had over 2,600 new users and a 10% increase in maintenance jobs logged through the platform, helping you track requests more efficiently. With more activity moving online, our customer service helpdesk also improved
response times – answering over 98,000 calls with 93% picked up within 20 seconds.
Hospital to community: We launched a national report on ‘Making Neighbourhood Health Centres a Reality’ and a practical four-step handbook. These include clear recommendations to help you adapt your estate for integrated, community-based care. We've also been commissioned to deliver 11 of the 27 NHCs identified in Wave 1.
Sickness to prevention: We delivered 20 new social prescribing spaces to improve holistic wellbeing and ease pressure on primary care. With 95% of discretionary investment targeted towards higher deprivation areas, we’re supporting communities that need it most.
We support the NHS both nationally and locally. We're supporting the wider NHS with strategic estates expertise, lease advisory services and reducing vacant space.
estates expertise, lease advisory services and reducing vacant space. While also improving cleaning audits and upgrading furniture at NHS Open Space sites to keep patients safe and comfortable.This year, we achieved our highest-ever transactional customer satisfaction score of 9.1/10 and Net Promoter Score of +24. And patients continue to rate our buildings 8.6/10. We're committed to raising the bar even higher. Every step forward is about creating a smoother experience for you and, ultimately, better environments for patients and colleagues. Thank you for continuing to share your feedback with us. It's very much appreciated.
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Improved your self-service experience
Shared guidance on delivering Neighbourhood Health Centres
Helped you better manage leases
Enhanced spaces for accessibility and community wellbeing
Communicated more proactively about site maintenance
Tightened supplier checks to improve the services you receive
Raised cleaning standards to create better spaces for patients
Conducted more space utilisation studies, reducing vacant spaces
Made the NHS Open Space booking platform easier to use
Introduced quarterly occupancy inspections to monitor space usage
Made it easier for you to know the right contact for support
Addressing your issues faster and better
Increasing usage of Connect, our self-service customer portal, so you can do more things online
Our performance and how we capture customer feedback
Delivering a better experience for you and your patients
