Connect: The new customer portal from NHSPS

Connect puts customers at the heart of the business, making it easier for them to interact with NHSPS, and saving them time to help them focus on what truly matters - delivering excellent patient care.

For any facilities management issues logged on Connect, a job reference number is provided within a few minutes, giving customers the reassurance their job has been received, as well as the ability to track the status of their job online.

A similar approach is taken for any queries or complaints logged on Connect. The Customer Support Centre will review everything sent in before 4pm on weekday on the very same day, with anything submitted after 4pm reviewed the following morning. The team will ensure that jobs, queries and complaints go to the right place and are resolved promptly.

This one-stop-shop enables NHSPS to collect more data on the sorts of issues customer are facing than ever before, which can be used to identify trends and fix issues at the root cause, meaning NHSPS will continuously improve how it supports its customers.

Customers are being onboarded from 21 March and throughout April. NHSPS is taking a phased approach to onboarding customers to ensure each customer gets adequate support, prioritising those that log the most FM jobs to make that process smoother and faster for them. Customers will be sent an email when it's their turn to create an account.

Over the next year, NHSPS will be releasing a number of other features on Connect periodically to provide customers with more information at their fingertips. These will include compliance reporting on FM services, occupancy reporting and financial information and documents.

David Smithson-Rudd, Head of Customer Engagement, said: "In the past we have received feedback from our customers asking for a more straightforward way of communicating with NHSPS, so I am delighted that we are launching the Connect portal. With Connect, customers will have greater ease when logging FM jobs, raising queries and logging complaints and we have involved customers throughout the design and testing process to ensure the portal meets their needs. We look forward to customers experiencing the benefits that Connect will bring them."

If customers have any issues using Connect, they can call or email the Customer Support Centre, and they should continue to call the FM Helpdesk on 0808 196 2045 to report urgent FM issues impacting their buildings.