Published date: 05 September 2022

Customer Service Centre launch one number on 3 October

From 3 October, customers will only need to know one number – 0808 196 2045 – to call NHS Property Services for all queries, facilities issues and complaints.

NHS Property Services (NHSPS) is committed to being the best property and facilities provider to the NHS and delivering against our strategy to do so. ​

To achieve this, we’re aware that we need to make it easier for customers to do business with us and that customer needs are evolving as the NHS has moved to the ICS structure. ​

One of the key themes that emerged from our customer feedback is that we need one single ‘front door’ for our customers to get in touch with us. ​

We have therefore created one Customer Service Centre, merging the Customer Support Centre and FM Helpdesk under the leadership of Rachel Moore, Head of Customer Operations.

This means that from 3rd October, customers will only need to call 0808 196 2045 to get in touch with us with any queries or to report urgent facilities management issues. There will no longer be two separate numbers.

Customers will experience more consistency in the service they receive from us and greater ease in communicating with us so they have more time to focus on what truly matters – delivering excellent patient care.​

This change follows the introduction of Connect in April, our self-serving portal for customers to log and track queries, non-urgent facilities management issues and complaints. More features will be available soon, including information about customers’ occupancies and facilities management compliance reporting.

Reporting facilities management issues

Customers should use the 0808 196 2045 phoneline to report urgent facilities issues that are impacting their  ability to provide patient care, such as when there’s no water in the building or severe leaks, power failures, no heating, or a smell of gas. 

Non-urgent issues should be reported through Connect. This helps keep phone lines open for the emergency incidents that need immediate action.  

Request a Connect login by contacting customer.service@property.nhs.uk. 

Find out more about Connect

Visit our Connect webpage for more information about Connect, including the onboarding plan, benefits and features.

Get more information