Supporting customers

We work with a wide range of NHS and other health and social care organisations, spanning everything from GP Practices and NHS Trusts to social enterprises and private providers. We are committed to supporting our customers to deliver excellent patient care through the delivery of safe, sustainable environments.






customer satisfaction score for 2019/20

Who are our customers?

Our customers occupy our healthcare and non-clinical sites around the country. We work with commissioners and providers to enable our NHS colleagues and their workforce to deliver excellent patient care and to support the NHS Long Term Plan.

We have over 2,000 NHS occupiers including over 1000 GPs, all Clinical Commissioning Groups, Foundation and NHS Trusts as well as local authorities, pharmacies, dentists and others.

Customer Feedback report

“The team was very supportive, efficient and reliable. They called me back to check if the matter was resolved. So good to know that there are committed and reliable individuals at the other end of the phone.” NHS Property Services Customer

To help improve how we deliver our services, we track and measure customer requests and queries, complaints and compliments, as well as how we deliver in key projects. This year for the first time, we have launched a detailed report outlining the feedback we have received from customers throughout the year (FY2019/20).

Read the report

Customer Charter: our promise to you

As part of the NHS, our purpose is to help transform its estate, delivering on the NHS Long Term Plan and enabling our NHS colleagues to deliver excellent patient care.

Our new charter sets out our commitment to our customers, outlining what you can expect from your property and the services we provide, and how we can best work together.

Learn how we can support you

The Institute of Customer Service

As a member, we will work with The Institute of Customer Service to identify ways in which you can improve our customers' experience through strategic frameworks, insight and practical tools.

As experts, we will support you to align your strategy, culture, people and processes to improve our customers' experience of NHS Property Services.

Learn more about what this means

Want to know more?

If you want to know more about our customers, or if you are a customer and have a question about how we can help you, contact our Customer Support Centre.

Get in touch