Key achievements and impact

Your feedback has driven real improvements this year - quicker issue resolution, greater use of Connect, and a better experience for you and your patients. Read more about the progress.

We've continued resolving your issues on time

6,969

queries/incidents resolved, 97% resolved within agreed timeframes

118,239

reactive maintenance requests last year, 98% fixed within our agreed timeframes

26

ICBs supported for implementing their estate strategies

(exceeding the target of 21)

We've improved our response rates, so we can get to you quicker

93%

calls answered within

20 seconds (+1% from last year)

98,322

calls taken by our customer helpdesk (+5% from last year)

100%

queries acknowledged within 24 hours

What our customers are saying…

The ticket was only raised yesterday and the issue has been resolved already. The gentleman who responded to the ticket looked at the problem, explained what the issue was & explained what he needed to do to resolve the fault. Once completed the gentleman demonstrated that the door was working properly, explained what had broken and what he had done to rectify the problem, really fabulous. I cannot think of anything at all that could have been done better.

Awarded leading status following an independent accreditation of our Customer Service Centre.

This recognises the contact centre as a strategic enabler, consistently delivering positive outcomes for customers whilst setting a benchmark for best practice.

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We've continued transforming the NHS estate to improve patient care

33,906m²

vacant space reduced,
making better use of NHS spaces

112

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

20

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

2.2m

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

£186.4m

unlocked for the NHS

5.2%

reduction in carbon emissions

We've made it easier for you to access documents directly and do more things online

67,500 maintenance jobs logged through our customer portal, Connect (+10% from last year)

2,600 new Connect users

56% of all facilities management requests logged through digital self-service channels

85% of ICBs now using Connect following demonstrations of its self‑serve features (exceeding the 50% target)

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Our performance and how we capture customer feedback

Annual customer satisfaction surveys

7.6/10

Annual customer satisfaction score, +0.3 from last year

8.1/10

Customer satisfaction for Connect users vs 7.2 for non-users

+24

Net Promoter Score (NPS), +5 from last year

+28

Customer effort score, our highest ever

We conduct an annual survey with you to understand your overall perceptions of us and guide our improvement plans. We spread this survey out over the year so customers may receive it at different times.

We ask (among other things) how satisfied you’re with us, how likely you’re to recommend us and how easy it is to work with us. This year, we’ve seen significant improvements in our overall brand loyalty and customer satisfaction. Looking ahead, we’re setting more ambitious goals to continue raising the standard of customer experience and build on this positive momentum.

Patient interviews

8.6/10

Patient satisfaction score within our properties, same as last year

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.

To continuously improve, last year we stopped surveying at sites with consistently high scores and added some new sites to get a broader understanding of our patient experience. We’ll continue the annual patient interviews to track progress and make sure our buildings remain welcoming, effective and fit for purpose.

Post interaction surveys

9.1/10

Post-interaction customer satisfaction score, +0.1 from last year

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

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As a result of these improvements, we're delivering a better experience for you and your patients

What our customers are saying…

The whole NHSPS team are very reactive to jobs raised. They communicate effectively, ensuring you are kept in the loop with what is going on. They are efficient, friendly and always work with you to accommodate what works best for the site/service.

Recently support and service has improved incredibly. It’s been a pleasure to work with the NHSPS team including maintenance, cleaning, and my contact. I’m so glad all the feedback was taken on board and thanks for all the support and for listening to us.

NHS Property Services are both proactive and in the case of breakdown/emergencies are extremely responsive to the needs of our patients, staff and building maintenance. The Facilities staff go above and beyond their expected roles and are very supportive. We are kept informed at all times.

What our patients are saying…

The aesthetics are welcoming, tidy, well maintained, no rubbish. It's bright, well maintained, looks like grass is cut and shrubs cut. (Clevedon Hospital)

It just looks smart, just well looked after, well maintained, clean, tidy and presentable. (Bodmin Independent Treatment Centre)

I love this building and everybody in it, they are the most helpful healthcare professionals I've ever come into contact with. (Callaghan House)

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