CONCERTO SUPPORT SERVICES LIMITED

Concerto Premise Assurance Model Management Solution

A highly configurable, web-based solution for managing property and asset assurance and compliance. Typical assurance systems applied include ISO 5500, 5001 & 2, CQC, PAM assessments etc. The assurance solution features a stock configuration for managing the NHS PAM - premise assurance model. Monitor and manage property-related risks.

Features

• Audit Trail: Maintain full version control/history of policies, evidence/action logs.
• Configurable Frameworks: Build self-assessment questions (e.g., asbestos, fire, PAM, ISO).
• Dashboard Insights: Live RAG ratings, domain scores and compliance gaps.
• Document Capture: Upload policies/guidelines/photos/records; link to questions and evidence.
• Multi-Site Roll-up: Manage assurance across single/multiple facilities/programmes portfolio wide.
• Policy Management: Library of hard/soft FM policies (fire strategy/asbestos/Legionella etc.).
• Questionnaire Engine: Deploy self-assessment questionnaires, track responses, assign actions/score.
• Risk/Action Tracking: Generate actions from gaps/allocate owners, track closure/manage risks
• Submission Ready: Export submission formats (e.g., NHS PAM)/board-level reports.
• Workflow Automation: Trigger reminders, escalations/approvals for overdue evidence/actions.

Benefits

• Accuracy: Maintains validated/current evidence/policies for reliable assurance decisions.
• Assurance: Demonstrates FM compliance against statutory/PAM/ISO and internal frameworks.
• Consistency: Standardised scoring/evidence/questions across all sites/teams/domains.
• Efficiency: Reduces effort gathering evidence/answering assessments/preparing submissions.
• Governance: Full audit trail for versions/decisions/actions across all assurance activity.
• Insight: Highlights gaps/risks/trends across domains/buildings/portfolios instantly.
• Integration: Links outputs to CAFM/risk registers/PPM for joined-up FM governance.
• Prioritisation: Enables targeted actions using scores/gaps/critical-risk indicators.
• Scalability: Supports single-site/multi-site/organisation-wide assurance programmes.
• Transparency: Provides clear visibility of compliance/evidence/actions for stakeholders.

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

830414760351663

Contact

James Heysmond
01925 989500
tenders@concerto.co.uk

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Procurement
  • Order management and orchestration
  • Enterprise performance management
  • Project and portfolio management
  • Asset life-cycle management

  Financial

  • Accounts Payable Applications
  • Accounts Receivable Applications
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Concerto is only available as a SaaS solution which is hosted via Microsoft Azure UK
• System requirements:
  • Standard supported web-browser
  • Native application support for iOS and Android mobile devices

User support

• Email or online ticketing support: Yes
• Support response times: Within the defined service level agreement.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support is provided by Concerto's internal Service Desk.; ; Standard application support is available between Mon - Fri 09:00 am - 17:00 pm.; Enhanced application support options are available at an additional cost subject to further conversation around requirements.; ; Each support issue is dealt with within the agreed SLA's.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Concerto works in close partnership with each client from initial onboarding and training through to day-to-day use of the software. Using our proven implementation methodology, we help plan and manage every stage of deployment to ensure a successful and smooth rollout.; Each implementation begins with a project kick-off workshop, where we work with clients to define objectives, timelines, and work packages. Subsequent workshops focus on gathering requirements, allocating resources, and tailoring the system to meet the organisation’s needs. Project progress is managed collaboratively within a secure, cloud-based project workspace, giving clients full visibility of tasks, milestones, and deliverables.; To help users start using the service, we provide comprehensive onboarding and training options including on-site sessions, remote/online training, user manuals, an online help centre, and a video training library. Our dedicated in-house helpdesk offers ongoing support for the lifetime of the service, ensuring users have expert assistance whenever they need it.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users are able to work with Concerto to assist them in extracting their data at the end of the contract if this is required.
• End-of-contract process: As standard should the Buyer decide not to renew the contract at the end of the defined term or the contract otherwise terminate or; expires, the Supplier will provide the Buyer with an Excel workbook containing extracts of data uploaded into the Concerto database. Each worksheet within the Excel workbook will be labelled and represent a module and data set, e.g. Sites, Blocks, Ownerships, Occupations.; ; Extract of all documents uploaded into the Concerto; solution. The documents will be transposed into a folder; hierarchy which represents documents pertaining to; each site.; ; The above information will be made available in a; password protected zip file.; ; Upon receipt of the data the Buyer will have 10 working; days to review the data after which point it will be; assumed the received data is valid. All data will then be; securely destroyed using Microsoft Azure’s tooling in; line with best practises and NIST processes.; ; Should the Buyer wish to pursue off boarding in the event of; non-renewal, the Supplier will require a minimum 6 weeks; notice prior to the contract expiry date.; ; Any bespoke requirements beyond the standard process will incur additional charges based on the specific need. Offboarding Fees are non-refundable.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Concerto offers both native (iOS/Android) and progressive web app mobile solutions. The mobile solutions are used for specific functions, such as Workforce/Supply Chain interaction for works ordering and a range of inspections, audits and surveys.; ; The main Concerto web application is responsive in design and can be accessed on any device with a standard web browser.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The Concerto system provides a range of secure API endpoints that enable authorised integration with external software systems.; Users can set up access by requesting API credentials or keys from Concerto, following the documented onboarding and authentication process. Once configured, client applications can use these credentials to read, update, or manage data within the permitted areas of the system through defined API calls.; All API functionality is scoped to specific operations required by the integration and governed by access controls to protect system integrity. Endpoints are restricted to pre-approved functions, and users cannot extend or modify the API beyond the agreed technical design. Each integration is supported by detailed documentation and a formal approval process to ensure security, reliability, and compliance.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Concerto is deployed with a best-in-class workflow configuration. Our professional services team works with the buyer to configure the solution according to buyer processes. Concerto also trains the buyer on how the solution can be configured as and when required by themselves.; ; Logos can be customised on the login page and on the headers of reports.; ; Concerto offers drag-and-drop reporting capability to its users.; ; Users can customise Security Profiles (i.e. level of access users have in the system), the theme (colours in the banner) and parts of the system, i.e. Helpdesk actions and configuration.; The system is flexible and has been designed to be customised by users to fit their internal business processes as best as possible.

Scaling

• Independence of resources: Each client has their own separate Concerto application and associated database separating client data.; ; All data is hosted in co-located UK data centres, providing resiliency and optimising performance.; ; Concerto continually monitors performance, its elastic infrastructure enables scaling.

Analytics

• Service usage metrics: Yes
• Metrics types: Two different kinds can be provided:; ; 1) Application metrics, i.e. uptime of the application; 2) Bespoke reporting based upon criteria forming an agreed contract management plan
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All data at rest within the Concerto Cloud platform is encrypted using AES-256 in accordance with ISO 27001, NCSC Cloud Security Principles, and Cyber Essentials Plus requirements. Data is hosted exclusively within Microsoft Azure UK regions (UK South and UK West), where physical access is controlled under SSAE-18 and ISAE 3402 certifications.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export data by exporting to PDF, or Excel files.; Data can also be extracted via a custom built interface which will extract a CSV file onto the specified location.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • Fixed Width File
  • API (Subject to design)
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • XLS
  • XLSX
  • API (Subject to design)

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our hosting provider has a 99.5% uptime SLA. Penalties or compensation for service failure are agreed upon with the buyer at the contract stage
• Approach to resilience: Available on request.
• Outage reporting: Email alerts from our hosting provider to notify us of any server outages.; If requested we can have outage notifications on a specific website also.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: The designated user administrator for the Concerto system (client side) is responsible for creating Security Profiles to restrict access as necessary.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Security Essentials and Essentials Plus, NHS Data Security and Protection Toolkit (DSPT)
• Information security policies and processes: We conform to ISO 27001, Cyber Essentials and Cyber Essentials Plus standards
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Concerto operates a structured, ISO 27001-certified Change Management Process, ensuring that all configuration changes across the platform are fully tracked throughout their lifecycle; ; All changes are recorded, risk assessed and approved through our Change Advisory Board. Each change includes an evaluation of security impact, required mitigation, testing evidence and a validated rollback plan.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Concerto operates a continuous, risk-based vulnerability management approach governed by our ISO 27001-certified ISMS. All platform components are routinely scanned for weaknesses, with findings assessed by severity and asset criticality. High-risk issues trigger immediate remediation through our controlled change process, while others follow scheduled maintenance cycles. Endpoint protection and behavioural threat detection provide real-time monitoring against malware and emerging threats, supplemented by continuous security logging and alerting within our protective monitoring environment. Regular independent penetration testing provides further assurance, ensuring vulnerabilities are identified early, remediated quickly and fully tracked to closure.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Concerto operates protective monitoring within our ISO 27001-certified ISMS, using centralised security logging, continuous event correlation and real-time alerting to identify potential compromises. Monitoring covers authentication activity, privileged actions, network security events and behavioural threat indicators, supported by endpoint protection that detects malware and anomalous activity.; ; Potential compromises are triaged immediately by our security team, who assess severity, contain the threat, preserve evidence and escalate via our formal incident-response procedure. Remediation actions are tracked and documented to ensure full auditability and continual improvement.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Concerto operates a formal, ISO 27001 certified Incident Management Process with predefined procedures covering common security events including unauthorised access attempts, malware detections and service disruptions. These processes define assessment, containment, communication and recovery steps to ensure a quick, consistent and auditable response. ; ; Users report incidents through established channels, including the service desk or telephone escalation to our Help Desk team. All reports are logged, triaged and assessed to determine severity and required actions. ; ; Concerto then provides incident reports that document the event, impact, root cause, containment actions and corrective measures with customers via our Help Desk.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Public Services Network (PSN)

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trial access can be provided upon request for buyers engaged in a detailed procurement or listing process. The trial environment allows users to explore the look, feel, and core functionality of the system. Some advanced features may not be enabled during the trial. The trial period will be agreed.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Sunday 10 August 2025
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001:2022 certification covers the management and protection of information assets used to deliver the Concerto SaaS platform and associated operational processes.; ; Areas not covered include: physical Azure data centre operations, customer-side IT controls, third-party or customer-managed integrations, Bellrock business units not involved in Concerto service delivery, PCI-related processing, and standards outside the ISO 27001 ISMS such as ISO 28000.; ; All other controls applicable to the Concerto platform are fully governed through our ISO/IEC 27001:2022-certified ISMS.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Wednesday 15 July 2020
• What the ISO 9001 doesn’t cover: It does not cover Microsoft Azure data centre operations, customer-side IT processes, third-party services outside the QMS, or any areas governed under our ISO 27001-certified Information Security Management System.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8f9edce1-bbba-486b-ab74-1b670eadf589
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F9ffa0eb-8c5a-45fa-ba50-68c7f0394c60
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@concerto.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.