Business Services

NCL ICB Business Services Team

The NCL ICB Business Services function has responsibility for a broad range of corporate activities, including (but not limited to) agile working, ‘DeskSmart’, facilities, estates and office management (including Health and Safety, and Fire Safety), complaints and MP enquiry management and information management (FOIs, SARs and records management). The function also manages the public facing ICB switchboard and enquiries mailbox.

The Business Services function provides an internal facing Business Services provision to all ICB staff, which includes supporting staff with the day-to-day management of IT equipment, mobile phones, swipe cards, ID badges, parking permits and anything else that staff need to undertake their duties efficiently.

The Business Services team is responsible for a wide range of services. Please click on the dropdowns below for more information.

If you have any questions regarding anything on this page, please contact the Business Service Team via who will be happy to help.

Agile working

The ICB is committed to providing a range of flexible and agile working options to staff, in order to maintain a committed and skilled workforce, in addition to supporting work life balance and the delivery of high quality services. The NCL ICB Agile Working policy sets out the commitment made by the ICB to support, where possible, more agile working arrangements for both employees/office holders and the ICB. In some circumstances, home working is a viable option for both the organisation and the individual member of staff. This may be on a regular basis or as part of a flexible approach to undertaking an identified role or during special circumstances such as a pandemic. We are encouraging all staff to read the NCL ICB Agile Working policy and have a discussion with your line manager, to understand how this applies to you.


Desks, meeting rooms and car parking spaces must be booked prior to attending the office. This will not only guarantee that you have space to work, but allows the ICB to understand office utilisation. Space at North London Business Park, River Park House, Laycock Street and 250 Euston Road is able to be booked via the e-booking system DeskSmart. All of our floor plans are visible on DeskSmart and functionality of the system is being constantly refined, e.g. bookings can now be made on a half hourly basis, rather than only being all day. If you have any questions or comments on DeskSmart please contact the Business Services Team via

Workforce DeskSmart e-bookings user guide

DeskSmart is available to all ICB staff via their Workforce log in. We have produced this user guide to help staff navigate the e-booking system.

Facilities management

Facilities management at each of our ICB office sites includes liaising with our landlords, as well as other areas such as maintenance, cleaning, estates and facilities, fire safety, health and safety, accessibility and security.

Freedom of Information

As you may be aware, to encourage transparency, openness and accountability, members of the public can request information that we hold in North Central London ICB under the Freedom of Information Act 2000. The Freedom of Information Act 2000 requires all public bodies to provide any information they hold to requestors within 20 working days. Freedom of Information (FOI) requests for NCL ICB are managed by Information Governance Team, within Business Services. If you are asked to provide information for a request, a member of the Information Governance Team will contact you directly from their email address: If you receive an email from a member of the public and you feel it’s an FOI request, please send it to as soon as possible as we have 20 working days to formally respond.

Information management

Information management includes Freedom of Information requests (see dropdown), Subject Access Requests and records management. The team are responsible for the central management of FOIs and SARs and have a dedicated team and mailbox to guide staff through the process; the team can be contacted directly via

NCL ICB Complaints and MP enquiries

All complaints, concerns or compliments are managed appropriately and that a satisfactory outcome is reached. The Complaints Team is responsible for the management of all complaints, concerns and compliments, in respect of the services that NCL ICB provides or commissions. This also includes any enquiries or complaints from Members of Parliament or Councillors.

NCL ICB has a single NCL ICB Complaints Policy; this policy is to be used by all staff working across NCL ICB and replaces all previous complaints policies. The policy outlines what we expect from staff in terms of their roles and responsibilities, describes the complaints process in step by step detail, as well as detailing which complaints we deal with and those that we do not. Broadly, if a member of public has a complaint relating to NHS services, and we have commissioned these services, we will either:

  • deal with the complaint ourselves, following the NLC ICB Complaints Policy, or
  • send the complaint to the relevant provider to deal with the complaint, if that is more appropriate.

In either case, we need consent from the complainant in order to proceed. If you receive an MP enquiry or complaint directly or via any shared mailboxes, please send it to as soon as possible. The team will make sure it is logged and tracked to completion. This will ensure that we are responding promptly and consistently and that we are not duplicating work across the ICB. If you have questions, please contact the NCL ICB Complaints Team on  who will be happy to help.

NCL ICB Enquiries mailbox

The team manage the public facing enquires mailbox where patients, residents and other stakeholders can send their enquiries or questions to. The mailbox is managed on a day-to-day basis, and the team are responding for routing any enquires through to the most appropriate team for action. The mailbox email address is

NCL ICB Switchboard

The team manage the main NCL ICB switchboard, which deals with all patient, resident and stakeholder calls. The switchboard is open during normal working hours, 5 days per week, not including Bank Holidays. The switchboard number is 0203 198 9743.

Office management including new ways of working

Over the past two years, our ways of working have evolved, and this has been reflected in how the offices are arranged. Each of the office sites has changed from having large numbers of traditional banks of desks (recognising that staff now attend the office for interaction and project work, rather than desk based activity, which can be done at home). The Business Services Team have introduced PODs and booths, allowing staff different spaces to work in. This will be further complimented by the introduction of zones in our offices; these are areas for staff to either work collaboratively (the collaboration zone) or to work in a dedicated quiet space (the quiet zone). Some traditional desks will still be available, offering staff a choice as to how they work in the office, but desk based work is no longer the main reason for staff to come into the office. The PODs are soundproof, enclosed spaces, for staff to have short confidential calls/meetings, between other office based activities. The PODs are to be used on an ad-hoc basis, and are therefore not bookable, so do not appear on DeskSmart. The booths are high backed individual desks, which will allow staff to make MS Teams calls in a slightly more private space. Again, these are to be used on an ad-hoc basis and are not bookable.

Over the past few months, AV equipment has been installed in every meeting room within the Barnet, Camden, Haringey and Islington offices. This means that all staff can enjoy the benefits of being part of a meeting or discussion whether they are working from home or from the office with colleagues, and still experience the high level of sound and video quality to allow this to happen.

As we continue to work from both home and office, it is important that staff have the correct equipment to undertake their duties safely and effectively – following discussion with their line manager, staff should undertake a DSE assessment.

The Business Services Team can help with providing staff with office chairs and foot rests, however if staff require more specialist equipment, they should first complete an OH referral  where guidance and recommendations for equipment can be made for staff to work both at home and in the office. If specialist equipment is found to be required, please contact the Business Service Team on who can help with placing the order.

The team are also responsible for the management of our small contracts (e.g. Canon and Royal Mail). The team also manage the confidential waste collections and the provision of swipe cards, ID badges, swipe cards and parking permits to staff.

Orientation sessions

To help support all staff to be confident in working effectively in our offices, the Business Services Team are holding a number of monthly office orientation sessions at each office site, as follows:

  • First Tuesday of every month at 9.30am at Haringey (48 Station Road)
  • First Tuesday of every month at 11.00am at both Camden (250 Euston Road) and Islington (Laycock Street)
  • First Wednesday of every month at 11.00am at Barnet (North London Business Park)

The meeting point for the office orientation sessions will be the kitchen at each office site; a member of the Business Services Team will meet staff in the kitchen at 11am prompt to start the session. The orientation sessions aim to help staff gain confidence in, and awareness of, our new ways of working, and to support staff in understanding more about our offices, including:

  • Our new office environment, including our PODs and booths, and the principles around using these spaces
  • Our meeting rooms, including information about how to book a meeting room, and how to use the AV equipment in the rooms
  • DeskSmart, including how to access DeskSmart, how to book desks, meetings rooms and car parking spaces, and the importance of booking a space if you are working from the office
  • Our kitchens – where tea/coffee etc. is kept in the kitchen, should this be needed when setting up meetings

Information will be also be provided on the layout of each building, together with important information about what to do in the event of an evacuation, how to raise the fire alarm and how to safely leave the building. Staff will also be told where the assembly evacuation point for that building is. Staff will be provided with information about travelling to the office, and will have the opportunity to find out about the nearest bus stops or underground/overground/ train stations, as well as local amenities, quiet places for lunch, shared private spaces and on-site facilities, including gyms, cafés and parks. Staff will be shown the multi-faith rooms on-site, or given direction to those nearby. These are non-bookable rooms for quiet reflection, meditation and/or prayer, including prayers during the holy month of Ramadan. Depending on the site you are visiting, staff will be provided with details on security and access to the buildings, as well as how to obtain a security pass, ID badge, or parking permit. If staff have any questions regarding office orientations sessions, please email the Business Services Team:

Personal Emergency Evaluation Plans (PEEPs)

As the number of staff working from our offices is increasing, we are taking this opportunity to review and improve our emergency evacuation procedures for our office sites. We want to ensure that all of our staff are able to leave the buildings safely in the event of a fire or other emergency. We understand that some staff with a disability will be able to leave the building unaided; however, some may require assistance and the ICB will work with you to create a Personal Emergency Evacuation Plan (PEEP). A PEEP is an individual escape plan for anyone who may not be able to quickly reach a place of safety unaided in the event of an emergency. The purpose of a PEEP is to provide people with the best possible escape plan in a fire emergency; all employers are legally required to implement effective arrangements for emergency evacuation for all employees.

Who Requires a Personal Emergency Evacuation Plan?

A PEEP is necessary for any staff members who need assistance when leaving the building in an emergency. For instance, a PEEP may be needed for someone with a:

  • Mobility impairment
  • Sight impairment
  • Hearing impairment
  • Cognitive impairment
  • A medical condition
  • A temporary condition that may impeded your evacuation, such as staff who are in the later stages of pregnancy or have an injury which might cause them to need assistance to evacuate safely

Each person’s needs are different and therefore each person requiring a plan needs one specific to their own requirements. Staff who regularly use different buildings may need to have a separate PEEP for each building.

Does everyone with a disability need a Personal Emergency Evacuation Plan?

Not all people with an impairment or disability require an individual plan. If a person can leave the building unaided, a PEEP is not required. Furthermore, people with an invisible impairment may need assistance in an emergency even though they do not usually have an access/exit problem.

What will your plan include?

The plan will outline what options you wish to take in the event of a fire evacuation. The plan will also state who is designated to assist you in your escape should you require this. Rachel Russ, in full consultation with you, will help draw up your PEEP and will ensure that the following areas have been considered:

  • Assistance by others
  • Equipment and training requirements
  • Safe routes and refuge
  • Multiple-occupancy buildings
  • Lifts

Who will hold this information?

This information will be shared with your Line Manager, HR, Rachel Russ and if necessary the designated staff member who will assist you. This information will also be stored confidential within the Emergency Preparedness Resilience and Response folder. If you have any concerns or further questions, please contact Rachel Russ via

Starters and leavers

Business Services are responsible for the day-to-day management of IT equipment for all NCL ICB staff, which includes supporting new staff to collect their IT equipment when they join the ICB, and supporting line managers with the return of IT equipment when their member of staff leaves the ICB.

To make this process as streamlined as possible, IT equipment can only be collected at 2 of our ICB offices, either Laycock Street or North London Business Park. Laptops (and other IT kit, such as monitors and docking stations) can be collected from these sites, and IT equipment can also be returned here.


If you have a new starter joining your team, or you have recently had an ECP form approved, please contact the Business Services Team as soon as possible, via to let them know. This way Business Services can work with line managers to ensure that the new starter process, outlined below, is followed.

Line managers are asked to complete a ‘Corporate New Starter Request’ form, which needs to be sent, via email, to Business Services for processing. To allow sufficient time to process the new user account requests, we request that all Corporate New Starter Request forms are submitted at least 15 working days prior to the start date.

As line manager, you will receive your new starters log in details, once they are generated. Line managers should then contact Business Services to arrange a date for your new starter to collect their laptop. Line managers should ideally meet their new starter, in person, on their first day.

New starters are asked to collect their IT equipment in person, from either Laycock Street or North London Business Park. IT equipment will be couriered by exception only.


If someone in the team is leaving the ICB, line managers are responsible for ensuring that all of their leaver’s equipment (including laptop, charger, phone, swipe cards, parking permits etc) is returned to one of the ICB office sites, on or before their last working day. It is also the line manager’s responsibility to ensure that a Leavers Form is completed and is submitted on time to avoid overpayment etc.

Please note, that IT equipment does not need to be returned to Business Services when an existing member of staff changes role, team or Directorate, within the ICB. It is, however, the line manager’s responsibility to contact the ICT Service Desk and ensure that access to IT folders from the previous role, is closed.

 Responsibilities of line managers

  • Starters are to collect their IT equipment from either Laycock Street or North London Business Park (line managers are to arrange this with Business Services, ahead of the new starter’s first day)
  • Leavers are to return all their IT equipment (including laptop, charger, phone, swipe cards, parking permits etc) to one of our ICB office sites. Line managers are responsible for ensuring this happens.

Responsibilities of Business Services

  • Business Services are to oversee the issuing out and support the return of all IT equipment (including laptops, mobile phones, chargers etc.), working with line managers to do this
  • Business Services are responsible for the day-to-day management of all ICB laptops, mobile phones, chargers etc.
User guides

We have produced a user guide for each of the ICB office sites, which includes information about how to access the buildings, maps, and parking and how to arrange swipe cards etc., which we hope you will find helpful, especially if you have not visited one of the sites before, or are new to the ICB. The user guides for each site can be found here:

The full postal addresses for each of our offices are:

  • NHS NCL ICB, 1st  Floor, Building 4, North London Business Park, Oakleigh Road South, London, N11 1GN
  • NHS NCL ICB, 4th  Floor, 250 Euston Road, London, NW1 2PG
  • NHS NCL ICB, 2nd  Floor, Laycock PDC, Laycock Street, London, N1 1TH
  • NHS NCL ICB, 2nd Floor, 48 Station Road, London N22 7TY