We aim to provide the best possible service at all times but occasionally things do go wrong. When this happens, we will do our best to put them right. If you are unhappy with our services or our facilities, we encourage you to contact us as soon as possible so that we can take action.

How to log a complaint

You can alert us to a complaint by contacting us in the following ways:

Email:           customer.service@property.nhs.uk

Telephone:   0800 085 3015 (8am-6pm Monday to Friday)

Post: Customer Services,
NHS Property Services Ltd,
Houghton Primary Care Centre,
Brinkburn Crescent,
Houghton le Spring,

Alternatively, you can tell any member of our staff about your complaint.

How we handle complaints

When customers complain, we take what they say seriously. Your feedback provides a valuable opportunity for us to improve the quality of the services we provide you.

Our complaints procedure applies to any form of complaint received by any member of staff.

  • Once received, your complaint will be acknowledged in writing within 2 working days.
  • Your complaint will be managed from start to finish by a single member of staff within our complaints team, who will provide you with regular progress updates.
  • We aim to resolve all complaints within 20 working days. We will always aim to respond as early as possible if our investigation is complete before this.
  • If we think it will take a little longer, we will keep you informed about the reason for this and when you can expect a reply.

Resolving complaints

In every case, we actively work to try resolve things to your satisfaction. When we think we have a resolution to your complaint, you will receive a written response detailing our investigation into the issues raised, and any actions that are going to be taken as a result of the complaint.

If, after you’ve received a response from us, you don’t feel your complaint has been fully resolved, you can ask for it to be escalated to a manager – simply contact us using the Customer Service details above.