Connect is our online portal for customers to interact with NHS Property Services. It aims to provide a smoother, faster, self-serving customer experience, giving you more time to focus on providing excellent patient care.
Connect has been built with the customer at the heart of the design for you to use it as your one-stop-shop to log all of your non-urgent facilities management jobs, ask questions to our Customer Service Centre and tell us if something has gone wrong. You can also track all of these queries 24/7 online.
And that's not all! We will be adding more features throughout 2024 and beyond.
Note for PFI customers: You'll still need to submit your FM job requests to the Project Company Helpdesk.
Don't have a Connect account yet?
If you'd like to get access to Connect, please fill out this form or get in touch with our Customer Service Centre.
Make sure to include the following details:
- First name
- Last name
- Email address
- Customer name or account number
Report a non-urgent facilities issue
Raise a query with us
Make a complaint
Helpful resources
Visit our resource page to find:
- Step-by-step user guides
- Demo videos
These will help you sign up, raise a query, report a facilities management issue and make a complaint.
What are the benefits of Connect?
Connect will improve the way we work together and give you more time to focus on providing excellent patient care. In a survey conducted in July 2022, users rated Connect 4/5 stars! The biggest benefits cited were that it was easier to log jobs and you can see what other jobs have been raised for your site.
Here are some more:
- Quick response: You will receive a reference number for your job (non-PFI customers only), query or complaint, giving you assurance that it’s been received.
- Better updates: You will be able to check the status of your job (non-PFI customers only), query or complaint at any time by logging into Connect, saving you the time of checking up on it or wondering what the latest is.
- More personal responses: If your query is related to a specific to a property, it will be directed to the local team who know your area, ensuring you receive a specific response.
- Higher quality service: The services you receive from us will improve as we collect more data to identify trends and fix issues at the root cause.
How does Connect work for PFI customers?
Connect works the same for PFI customers as it does for non-PFI customers, except for reporting FM jobs.
PFI customers need to log FM jobs with the Project Company Helpdesk. This process helps the PFI team keep track of the number and performance of requests.
If you have any issues with the completion or quality of FM jobs, you can use Connect to report them directly to the PFI team.
Will there be more features available in the future?
We want to grow Connect's capabilities to provide you with even more information at your fingertips to save you time and allow you to focus on what's important - caring for your patients.
Throughout 2024 and beyond, we will be releasing a number of other features periodically. These will include:
- Viewing your billing information
- Accessing compliance reporting on our FM services (non-PFI customers only)
- Downloading occupancy, service and support guides and material.
This is a snapshot only. We will keep you informed about future releases as and when they become available.
