Many organisations manage a patchwork of local arrangements for roadside assistance and recovery. This can lead to variable standards, inconsistent pricing and increased risk, while placing additional assurance demands on procurement and fleet teams.
To address this, the East of England NHS Collaborative Procurement Hub has launched a national Roadside Assistance and Vehicle Recovery and Associated Services framework for NHS Ambulance Service Trusts across England, Wales and Northern Ireland.
Designed around real operational pressures
The framework was shaped through extensive preliminary market engagement and specification validation with twelve ambulance trusts. The Hub worked closely with the Association of Vehicle Recovery Operators (AVRO) to ensure services reflect real-world operating conditions.
More about AVRO:
The Association of Vehicle Recovery Operators (AVRO) was founded in 1977 by a group of independent vehicle recovery operators whose aim was to raise standards within the roadside recovery industry.
Over the years AVRO has spearheaded standards and has been instrumental in the introduction of new standards. AVRO has been heavily involved and remains so in the introduction and continued development of the British Standards Institute industry standard, PAS 43 for vehicle recovery, which members are accredited and audited annually to.
AVRO played a key advisory role in the development of the NHS Framework for roadside assistance, vehicle recovery and associated services. Working alongside NHS procurement bodies, AVRO contributed its industry expertise to shape the framework’s specification, service model, and supplier standards together with the adoption of AVRO’s recommended Benchmark Rates which show a fair reflection for relevant services provided.
All suppliers appointed to the framework are already AVRO members. This means they meet statutory requirements and recognised industry best practice – so the assurance work is done once, centrally, rather than being repeated organisation by organisation.
A consistent approach across regions
Services are available through regional sub-lots aligned to ambulance trust boundaries. This supports local delivery while maintaining consistent standards, response expectations and commercial principles nationwide.
The framework uses the 2025 AVRO rate card as the commercial baseline, providing a fair and transparent approach to pricing that removes the need to negotiate rates region by region – reducing disputes and supporting value for money.
What this means in practice
Through clear key performance indicators and 24/7 service provision, the framework gives trusts:
- faster vehicle recovery and return to service, with response times built into the contract rather than negotiated case by case;
- reduced operational and compliance risk, with supplier standards assured through AVRO membership rather than repeated internal audit;
- improved fleet availability during periods of pressure, supported by structured call-off options that do not require procurement to start from scratch;
- less time spent on supplier assurance and contract management, releasing capacity back to procurement and fleet teams.
How to engage
Ambulance services can access the framework via direct award or further competition, depending on local requirements.
If your organisation is reviewing roadside assistance and recovery arrangements, the Hub can help you understand how this framework fits your current model and pressures. Contact our ambulance procurement specialists to arrange a short conversation: [email protected]