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.

Dave's technical knowledge, ability to clearly explain matters and timely email updates alongside Rachel's customer focused approach and network of colleagues within Concerto were fully appreciated by the City of London team.

Daniel Tyler
Property Contract Performance Manager

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

Ed Curley
Project Manager AMS

It is a credit to Concerto that the technology and usability of the software is both comprehensive and user-friendly.

Bruce Barclay
Head of Property and Facilities

The ability to tap into examples of best practice throughout the sector. If we have a requirement, I know I can call Concerto.

Andrew Mathers-Ford
Systems Manager for the Directorate of Regeneration, Enterprise & Skills

Kudos to Concerto, they really show how such a question set should be approached.

The support Desk is fabulous.

Marie Holroyde

I know I've said it a million times but on our own side I'm so happy how things are going and personally, I can't speak highly enough of Will.

Mark Dovey
Resources Directorate

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

We cannot thank you enough.

Tia Willis-Jones
Functional Developer

The Service Desk is always very responsive to tickets raised.

Tracey Squirrell
Assistant Building Liaison Officer

She's adept at resolving matters on the fly and demonstrates a remarkable ability to turn things around swiftly while maintaining clear and articulate communication.

Thomas Spriggs
Commercial Lead

The best onboarding consultant we ever had.

Thierry Lambert

Start building a deeper understanding of your estate and assets today

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