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NHS Property Services actively encourages communications from its tenants and National Health Service customers. The Company offers a number of routes through which customers are encouraged to contact them; the Company’s larger customers now have dedicated Account Managers, whose role it is to liaise with customers on property or service issues.
Over 20 events have been held around the country during the last year to meet with customer organisations, and these events have encouraged customers to raise issues and queries, including questions on service quality. All formal complaints are recorded and handled by a central team; the number of complaints for the year 2015-16 was 197.