You can find responses to commonly asked questions below.

When should I contact NHSPS about coronavirus-related issues?

Please contact us via our FM helpdesk on 0808 196 2045 for the following:

  • to report an emergency or urgent FM issue 
  • to notify us of positive cases of COVID-19 at one of our buildings. We ask that you inform our reception colleagues of any procedures you have introduced to deal with patients who attend with symptoms of COVID-19.
  • to notify us of any segregation/cohort areas of in-patient treatment established in one of our buildings, so we can effectively plan resources to support this.
  • if you require assistance with repurposing space to better support clinical needs 
What is NHSPS doing to manage the coronavirus situation?

NHSPS has developed a Pandemic Preparedness Procedure which outlines how we will effectively manage a pandemic situation whilst ensuring key services are still provided through our Major Incident Management (MIM) and Business Continuity (BC) procedures, processes and assessments.

You can view our Pandemic Preparedness Procedure here.


I haven't received any updates from NHSPS about coronavirus - how can I receive them?

If you are a customer of NHS Property Services and have not received our updates through email or post, please contact our Customer Support Centre to register for the updates.

How should I reduce the risk of spreading coronavirus at my property? Can NHSPS help?

We are working with and following the guidance issued by Public Health England and NHS England​. Our facilities services teams have received general health and safety and personal hygiene guidance, including good handwashing routines and cleaning regimes. Our teams are suitably prepared to provide support to customers (such as through cleaning and decontamination services) if you are monitoring a patient with a suspected case of COVID-19 in one of our facilities. 

To reduce the risk of spreading the virus on your site, please follow NHS England’s guidance on infection control and prevention and refer to Public Health England’s guidance.

Are payments still expected to be made as normal?

During this period, we recognise the priority for the NHS is on patient care and supporting clinical needs. As the challenges posed by COVID-19 increase over the coming weeks and months, continuing to provide frontline colleagues is our priority but to do that we are reliant on being able to pay suppliers to support us in this challenge.

We know this is a difficult time for us all and the government has provided funding payments into the system to help. Therefore, to allow us to continue to support the suppliers, we ask that payments are processed as normal wherever possible and paid by bank transfer.

Given the circumstances, we will not be actively escalating debt recovery during this period apart from in exceptional cases. If you have specific concerns, please contact us to discuss via our Customer Support Centre on 0800 085 3015 or

What are hot and cold sites?

‘Hot’ sites are facilities to assess and treat possible Covid-19 patients, whereas 'cold’ sites are facilities to assess and treat those who don't have any symptoms of the virus, nor do any members of their household. These could be separate facilities within the same site.