This year’s national Tenant Satisfaction Survey has delivered encouraging results, marking continued progress for the organisation and providing clear direction on where our efforts should focus. The survey received a record number of responses this year and we will continue to improve our service through the feedback we have received whilst celebrating the positive outcomes.
With an overall satisfaction score of 70%, CHP achieved its second‑strongest performance in seven years.
Growing Participation and Strong Relationships
Relationships remain a strong foundation of satisfaction with Operational Relationship Managers (ORMs) scoring 82%, this information reinforced how important our communication with you is across the country. Tenants recognise the service, consistency, and personal support ORMs provide. In fact, centre management continues to be the single strongest driver of satisfaction nationally, generating more impact than any other factor.
Our people will continue to drive for improvement and help you to deliver services in fit-for-purpose healthcare buildings that not only meet your needs but help patients receive care closer to home.
Performance Steady Across Many Regions
Across the regions (North East, Midlands, South, and East) results have held steady or maintained performance well above 70%. The North West also improved, signalling that improvements to local processes, site management, and clear, transparent communication are all having a positive impact for our tenants.
Where Challenges Remain
Whilst it is important to celebrate the positive results, tenants also highlighted areas where improvement is needed, most notably in Hard and Soft FM services. Issues highlighted include: temperature control, responsiveness and maintenance, cleaning and security, Helpdesk performance and invoicing and financial communication.
We are responding to all issues that were identified and we are thankful that they were highlighted and are working to make changes, continually support tenants and rectify them.
A Clear Facilities Management Improvement Focus
By prioritising temperature control, and how long it takes to fix issues. For instance, at Gracefield Gardens Health and Social Care Centre, London, tenants highlighted how long it took for issues to be resolved. Following this feedback, we are now working closely with LIFTCo colleagues to address the slow response times and outstanding jobs.
We are delivering targeted interventions for underperforming contractors through our LIFTCo board relationships and have increased joint visits to our buildings between the CHP technical services, tenants, ORMs, and contracts colleagues. There is also a refreshed audit and verification process to ensure performance is accurately tracked.
Enhanced Soft FM Oversight
Another area that was a focus throughout the survey was Soft FM services including cleaning and security. We have dedicated additional resource for cleaning, security and helpdesk management to get issues resolved more quickly and have improved workflow processes to reduce premature job closures. It is also our aim to provide a stronger, more transparent information flow to tenants so that you know what is happening in your building.
Finance and Lease-Related Improvements
Much of the feedback we received was regarding the cost of our buildings. It is important that we share successes with you consistently to show value for money throughout our estate. It was also reported that there are concerns regarding how flexible leases within our buildings are. We are looking at ways in which we can improve our communications and support for tenants in this area including through the true-up process where tenants receive potential cost savings from the year.
Looking Ahead
We would like to thank everyone who took the time to take part in this year’s survey and highlight that the information that is fed back through this channel of engagement. We have also started to create “you said, we did” newsletters which will be delivered through our ORMs and customer service team.
The next step is ensuring that improvements in delivery keep pace with expectations and that communication remains clear and proactive. With more engagement than ever before and a structured action plan in motion, we are well positioned to build on this year’s achievements and continue driving positive action and support for you, our tenants.
CHP Tenant Hub
The hub covers information for CHP tenants on health and safety, sustainability, facilities management including HardFM, and SoftFM, leases, charges and billing.
In addition there is information on bookable rooms and filming at our premises.
