Critical care, smarter systems: How NWAS uses Concerto to power emergency-ready estates

North West Ambulance Service

From emergency response to patient transport, the North West Ambulance Service (NWAS) supports over 7,000 frontline staff across one of the UK's most vital healthcare networks. But behind the scenes, fragmented systems were slowing them down.

Data lived in too many places. Maintenance was inconsistent. And the visibility needed for smart decisions? Just out of reach.

That's when NWAS turned to Concerto.

North West Ambulance Service

The challenge: High stakes, low visibility

Managing over 130 sites, including ambulance stations, operational hubs and support buildings, NWAS needed more than a facilities management tool. They needed a centralised platform that could:

  • Track performance in real time
  • Create consistency in facilities processes
  • Deliver accurate asset lifecycle data
  • Strengthen compliance and drive accountability
  • All without slowing down critical services.

The solution: One platform. Total oversight.

Concerto delivered just that.

Through helpdesk and asset management modules, NWAS created a unified view of estates operations. Bringing all job logging, supply chain activity and data tracking into one place.

Today, teams across multiple departments use Concerto to:

  • Log and manage jobs in real time
  • Track maintenance and compliance across critical sites
  • Access ownership and lease data through estate management tools
  • Strengthen cybersecurity through Single Sign-On (SSO) authentication

And this is just the beginning.

NWAS is now rolling out additional modules for Planned Preventive Maintenance, Compliance, and Project & Programme Management turning everyday tasks into strategic improvements.

“Concerto gives us the confidence that nothing gets missed—and everything's done right, first time.”

The impact: Faster fixes, safer spaces

Concerto's introduction has made an immediate difference:

  • Faster response times
  • Higher first-time fix rates
  • Fewer delays, fewer risks

Greater visibility for smarter decisions

Most importantly, it helps protect the infrastructure that protects the public.

With Concerto, NWAS has transformed how it manages its estate. Making buildings safer, teams better connected, and services more resilient for the communities they serve.

Ready to bring clarity to your critical operations?

Concerto helps organisations like NWAS streamline their facilities strategy, enhance performance and protect frontline teams.

Talk to our team today

Because when every second counts, your systems should be as reliable as your service.

Request your personal demo

The challenge: High stakes, low visibility

Managing over 130 sites, including ambulance stations, operational hubs and support buildings, NWAS needed more than a facilities management tool. They needed a centralised platform that could:

  • Track performance in real time
  • Create consistency in facilities processes
  • Deliver accurate asset lifecycle data
  • Strengthen compliance and drive accountability
  • All without slowing down critical services.

The solution: One platform. Total oversight.

Concerto delivered just that.

Through helpdesk and asset management modules, NWAS created a unified view of estates operations. Bringing all job logging, supply chain activity and data tracking into one place.

Today, teams across multiple departments use Concerto to:

  • Log and manage jobs in real time
  • Track maintenance and compliance across critical sites
  • Access ownership and lease data through estate management tools
  • Strengthen cybersecurity through Single Sign-On (SSO) authentication

And this is just the beginning.

NWAS is now rolling out additional modules for Planned Preventive Maintenance, Compliance, and Project & Programme Management turning everyday tasks into strategic improvements.

“Concerto gives us the confidence that nothing gets missed—and everything's done right, first time.”

 

The impact: Faster fixes, safer spaces

Concerto's introduction has made an immediate difference:

  • Faster response times
  • Higher first-time fix rates
  • Fewer delays, fewer risks

Greater visibility for smarter decisions

Most importantly, it helps protect the infrastructure that protects the public.

With Concerto, NWAS has transformed how it manages its estate. Making buildings safer, teams better connected, and services more resilient for the communities they serve.

Ready to bring clarity to your critical operations?

Concerto helps organisations like NWAS streamline their facilities strategy, enhance performance and protect frontline teams.

Talk to our team today

Because when every second counts, your systems should be as reliable as your service.

What our customers think

Our customers grow with us, which is why we proudly maintained 100% customer retention in both 2023 and 2024.

Concerto has been a game-changer.

Steve Swain
Asset Management Officer

Concerto gives me real-time information and transparency of our statutory obligations.

Laura Birnbaum
Assistant Director of Property & TSS

Concerto enables us to make informed decision on our land and property interests. We now meet our legal obligations through transparent data. Without Concerto we would otherwise struggle.

Andrew Stirling
Head of Corporate Estates

The support Desk is fabulous.

Marie Holroyde

The implementation of the Concerto Project & Programme system has improved our project planning and execution.

Claire Page
Head of Property

We cannot thank you enough.

Tia Willis-Jones
Functional Developer

Bringing Concerto data together with wider business datasets in our enterprise data warehouse has unlocked powerful insights, helping us make smarter, quicker decisions across the organisation. Spot On.

Stuart Truman
Product Owner

GAME CHANGER compared to our current solution.

So much information, but the way you presented it meant it was easily retained.

Stephen Finch
Building Services Contract Manager

The Service Desk is always very responsive to tickets raised.

Tracey Squirrell
Assistant Building Liaison Officer

Excited at the opportunities that Concerto presents them with for delivering real business improvement and change.

Denise Wood
Registrar

The support we have received from Dave has been exceptional. His knowledge and the speed/detail of his responses make everything easy to understand.

Gemma Cain
Senior Asset Management Officer

Start building a deeper understanding of your estate and assets today

concerto-shape-dark-2
concerto-shape-dark-2