Everyone who works for NHS Property Services has a responsibility to provide a professional service at all times. Our reputation is based on what we all say, and more importantly, what we do and how we act.
We will adopt the very best practice in how we manage relationships and these standards set out what we expect our people to work towards when engaging and communicating with customers, tenants and professionals in other organisations.
When people call NHS Property Services, whether on our central enquiries number (0800 0853015) or by calling individuals:
Social media (such as Twitter) is one way we communicate with customers, partners and the public. If people contact us via social media the company will respond the same day.
If correspondence includes a request for information under the Freedom of Information (FOI) Act, the company will reply within the statutory 20 working days. This will be co-ordinated by the Public Affairs
team via email@example.com
It is important that we regularly meet and listen to customers and tenants.
The company’s Customer Board, which includes a range of customers, meets quarterly. We have also started to seek the views of customers and tenants through regular surveys to make sure we are meeting their needs.
When meeting organisations, it is good professional practice to follow up with a note to confirm what was agreed.
We will provide the best service possible at all times.
Occasionally things do go wrong. When this happens we will do our best to put them right. If customers are unhappy with our services or our facilities, we encourage them to contact the company.
All complaints are handled by a senior manager who is responsible for the service in question. They will look into any concerns raised and let customers know what we are doing to resolve the issue and apologise if we have done something wrong.
We will always aim to respond to complaints in full within 20 working days. If we think it will take longer, we will let customers know and keep them informed. If a customer is not happy with the initial response from us, we will review how the complaint was handled, and an executive director of the company will write to the customer within a further 20 working days.