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Membership Masterclass The Support for You

The Promotion of You

Your Business Profile

Sector Specific

Solutions, Added Value


Plus... Member News / International / Policy / Events THE MAGAZINE OF NORFOLK CHAMBER OF COMMERCE AND INDUSTRY



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MembersNews Contents 03



















Questions, Questions As I connect and reach out to the Norfolk business community, our members current and past, business organisations, MPs and local public-sector groups and many more I’m always armed with a fist full of questions to help me understand how my team and I can best support and serve such a wide and diverse community. In this issue you can start to see the output from those many opportunities to question. Questions have meant we are better able to qualify the membership needs for SME’s into four key principles and Jake, our ‘membership master’ has set out how we are working to correctly mix and balance these four principles to ensure we are completely, individually focused on you. For the first time our MPs event used ‘live, real-time‘ software, enabling us to gather a significant list of relevant questions from the hundreds of business attending and also poll the audience for feedback on responses. These questions represent your voice, so we will continue ask them. In January, we undertook a project to speak and engage with every single member, asking three simple 2018-relevant questions: What do you hope to achieve this year; what are you most concerned about; and how can we help? Have a read, as the answers are tumbling out now. With so much brilliant information coming back, the Spandau Ballet lyrics are now stuck in my head: “Questions questions, give me the answers, (to cut a long story short I lost my mind!)” Pass me my eyeliner and neon blue lipstick, it’s 1980s again.



















Norfolk Voice is a Norfolk Chamber of Commerce publication.


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Chris Sargisson CEO Norfolk Chamber of Commerce


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Skills Shortage. This edition of the Norfolk Voice is focussing on Skills, with many sectors of the Norfolk economy desperately in need of skilled people. Whilst the majority of businesses understand the importance of growing our own teams, sometimes this just does not deliver in time to enable companies to make the most of the opportunities that are out there. The construction industry is struggling with quite a severe skills shortage in both the professional and trades sides of the business. This is resulting in pressure to increase salaries and trying to find new ways of attracting people into your organisation. The Skills and Careers Festival, being supported by the Chamber, is an excellent opportunity for companies to outline the wide range of employment choices that young people have in the area. The Back to Work initiative being promoted by Business in the Community is another good example of what is happening positively in the area to try and get people back to work. Whilst initiatives such as these clearly help to try and solve the skills shortage issue, there are some industries where the only solution is to attract new people into the County. With the uncertainties around migrant labour due to Brexit and competition generated by other areas in


the UK, all with the same skills problem, now more than ever Norwich and Norfolk needs to advertise to the rest of the country and the world, why it’s a superb place to work and live. Having attended a number of events over the last few years about the growth and development of Norfolk we keep coming back to the same single issue; Norfolk does not have a strong recognisable brand that everybody can get behind. I will be attending the MIPIM Property and Development show in Cannes this March, the first time in 4 years. MIPIM is the largest international property show in the world and is regularly attended by property investors, developers and major decision makers across a wide range of sectors all looking for opportunities for inward investment. Most of the other cities in the UK attend. Unfortunately the East of England is completely unrepresented and if we are going to put our County on the map we need to start getting out there and blow our own trumpet. Next year I hope we can get a significant number of Norfolk businesses to join me at MIPIM, with a clear and strong BRAND message demonstrating that the County is the best place in the world to start or grow a business.

Jonathan Cage

President, Norfolk Chamber of Commerce

Businesses hear about prioritising the wellbeing of employees. Norfolk Chamber members came along to the first networking event of the year, which took place at The Royal Assembly Rooms in Great Yarmouth on 18th January. The theme of the Business Breakfast was Workplace Wellbeing. Centre 81 were our featured charity for the event, who came along to tell our guests more about their inspirational take on improving the lives of those living with a disability, the focus being on what they can do; not what they can’t do. Both Wrightway Health and Select Office Furniture also had a stand,

who both advocate a focus on employee wellbeing. After enjoying traditional networking activities and a full English breakfast, members heard from guest speaker Michelle Gant from Engaging People Company who shared some handy wellbeing tips that businesses could enact to improve the wellbeing of their staff. If you are interested in attending our next business breakfast in Great Yarmouth, taking place at The Great Yarmouth Race Course on Thursday 19 April, please email

Members strike at largest Norfolk Chamber Super Bowl Challenge. 180 delegates joined us on the evening of Thursday 26th January at Namco Funscape for our annual Super Bowl Challenge. Taking up 25 of the lanes at Namco, our members came out in force ready to battle for the Super Bowl Trophy. The evening was filled with plenty of laughter, friendly competition and networking between the lanes and between teams made up of organisations as well as a couple of mixed teams. This year our ‘most stylish bowler’ award went to Lewis Brady from Price Bailey for his high speed bowling and concentration! Our highest scorer of the night was Gareth Stevens, Leathes Prior who managed to get a striking score of 188! Leathes Prior were on


impressive form, as they also won the team high score, getting an average of 130 and therefore taking the coveted golden pin away with them. We hope to see even more delegates at the 2019 Super Bowl. If you would like to get booked on, please email



Businesses in West Norfolk, Norwich and Great Yarmouth help shape economic strategy for The East. Over 100 businesses from across Norfolk took part in three consultation events held with Norfolk Chamber of Commerce and New Anglia LEP to help shape the delivery plans for the new economic strategy for our region. Hayley Mace, Head of Communications at the New Anglia LEP, brought businesses up to speed on the strategy so far and presented the vision for the future of the region, which includes creating 88,000 new jobs and seeing 30,000 new businesses by 2036. Delegates then took part in lively group discussions to report which activities they are currently undertaking to support business


development, what changes they wish to see in our region and how these will impact on their organisations. Nova Fairbank, Public Affairs Manager at Norfolk Chamber said: “It is vitally important that we help capture what is already being delivered in all areas of Norfolk and that this information is then fed into the new Economic Strategy. This feedback will ensure that there is no duplication

of activity and will allow other areas to benefit from best practice. Even more essentially the feedback will show where the gaps are and what is needed to help support economic growth and jobs in those areas.” The strategy consultation events proved to be very popular with Norfolk businesses that are keen to share their experiences and contribute to shaping future economic developments.




MPs celebrate success in Norfolk and debate key challenges at Norfolk Chamber’s annual policy event. The MPs Event 2018 drew over 150 local businesses to debate the key issues affecting businesses with local politicians. Director General of the British Chambers of Commerce, Dr Adam Marshall hosted the event and chaired the afternoon’s debate with Richard Bacon, MP for South Norfolk, George Freeman MP for Mid Norfolk, Sir Henry Bellingham, MP for North West Norfolk and Chloe Smith, MP for Norwich North. Norfolk Chamber’s Chief Executive, Chris Sargisson began the afternoon conference by introducing the themes for the event; celebrating business success in Norfolk and outlining the challenges and barriers to success in the region. Chris highlighted the importance of promoting Norfolk as a leading destination and explained to the audience that “We all know that Norfolk is a great place to live and

work and we want to promote that message regionally, nationally and beyond.”

introduced and 95% broadband coverage. We’ve made progress during a period of austerity.”

To make the event more interactive and encourage more engagement with the audience this year’s event saw the introduction of the online software, Slido, which enabled the audience to participate in polls, submit their questions to the MPs panel and feedback what the greatest challenges their businesses are facing.

Adam Marshall identified recruiting skilled staff as a national issue, and that a BCC national survey found that 97% of businesses always try to recruit locally before trying to recruit from overseas. Adam assured the audience that the effort is being made but that the mismatch perhaps is that the supply may be 5 - 10 years away.

When asked which issue was of greatest interest to Norfolk businesses ‘visibility and perception of Norfolk’ was highlighted as most significant. This was closely followed by both ‘infrastructure’ and ‘skills gap’ which the MPs identified as perennial issues facing the region.

Chloe Smith MP agreed the skills gap is a significant issue but that it has been a longstanding one. She stated, “Things have already begun to shift, good things are happening, I would like to see those continue to be allowed to blossom rather than going to Westminster and change again. The only thing I would change in Westminster and I will go and do is more on transport and infrastructure. That is really the most practical thing that I think we can all get our teeth into and we should continue to finish the job.”

George Freeman said that “I think we should celebrate what all of us here in Norfolk have achieved. I wouldn’t have dreamt within 7 years we’d have the A11 dualled, 300 million (pounds funding) for the A47, an apprenticeship programme


Richard Bacon welcomed the opportunity to engage with businesses at the conference, saying “One of the reasons I love attending this event is because one gets exposure to more businesses in one afternoon than in half a year in your constituency and it’s great to hear from business across Norfolk.” Sir Henry Bellingham called for a thorough debrief of the issues raised during the debate and promoted collaborative working with the Chamber, local businesses and local authorities to achieve results. Sir Henry stated, “We want action now and we want real leadership and I think the MPs are receptive to that and we want to work with you (businesses).” There were a large number of questions submitted before and after the event, that gave the MPs plenty to debate. All unanswered questions will now be submitted to the MPs and we aim to share the responses with Norfolk Chamber members when available.



7 “I think we should celebrate what all of us here in Norfolk have achieved. I wouldn’t have dreamt within 7 years we’d have the A11 dualled, 300 million (pounds funding) for the A47, an apprenticeship programme introduced and 95% broadband coverage. We’ve made progress during a period of austerity.” George Freeman MP for Mid Norfolk



Membership Ma Hello, my name’s Jake and I am the Membership Advisor at the Norfolk Chamber of Commerce - it’s my job to assist you and your business to gain access to and capitalise upon the many membership benefits that are available to you. A large amount of Chamber member businesses are SMEs – all of which will need to: • Access networking opportunities • Raise their profile locally • Develop business growth i.e. new business and sales opportunities • Take advantage of distressed support - HR & Legal Helplines.


The Promotion of You

• Network with their peers and those with whom they aspire to be equivalent to • Access to training and access to funding streams

So what is the Norfolk Chamber doing to support you? As you will all be aware, the culture and ethos of the Norfolk Chamber is changing to reflect the need for a much stronger focus on customer service and to ensure that there is an ingrained culture of continuous improvement to help support our members.

Se Spe

Your Business Profile

Norfolk Chamber’s vision is to be the most relevant, accessible and engaged business support network in Norfolk. To ensure our members are at the heart of their local business community and beyond. To be an integral and essential part of an innovative and competitive business community.

Our aim is to ensure that whatever your business is looking to achieve, or whatever challenges you face, Norfolk Chamber will be there to support and help you. We will do this using four key principals:

1. Promotion of You

The Promotion of You

Solutions, Added Value

We will promote your business through our wide reach using our website, social media, newsletters and magazine to the Norfolk business community and beyond.




The Support for You

2. Support of You

The Support for You

We have a range of training courses, from 90-minute taster sessions to half-day courses, covering a wide range of topics that will help you and your employees to maximise their abilities including: marketing, sales, leadership, analytics and more. We can also provide advice and support when your business needs it with HR, Legal, Tax and Health and Safety issues.

Sector Specific

3. Specific Support for Your Sector

ector ecific

We will work with the various sectors across Norfolk to ensure that best practice and common themes and challenges are captured and disseminated across the Chamber business community. We will work in partnership with the New Anglia LEP sector groups and use the Chamber’s special interest groups and area councils to support you.

4. Added Value to You


Solutions, Added Value

The Norfolk Chamber team are here to help you to expand your contacts and put you in touch with the right people to resolve your challenges and achieve your business goals. With 900+ members, there are plenty of event opportunities where you can network with a wide range of businesses, from start-ups to national corporates. Norfolk Chamber can give your business a voice. You can have your say on issues such as skills, roads, mobile, broadband, business rates and more and we will ensure it is heard locally, regionally and nationally. For those of you who are exporting or looking to export our International Team can give you help and advice, as well as providing export documentation services.


CoverFeature Value Helpful Positive Essential Digital Connected Outstanding Modern Lifeline Indispensable Professional Supportive

What our members have been telling us A key part of my role is to better understand your individual needs and the challenges that you face. The Chamber team and I have been working hard over the last few months to ensure that we can support you and your business to the best of our abilities. We started by reaching out to as many Norfolk Chamber members as possible and asking them three simple questions: What are your aims for 2018; what are the challenges you face in 2018; and how can Norfolk Chamber help? What stood out for me was the fantastic overall positivity of members in their approach to 2018 and the number of those businesses that are planning to grow and expand through marketing and recruitment. The key challenges facing many Norfolk businesses are in accessing skilled staff; the potential impact of Brexit; and the lack of clarity surrounding GDPR. Norfolk Chamber is here to work with you to celebrate and promote your successes throughout 2018 and to help support you through the challenges you face. We are working to engage businesses at a sector-specific level to help understand and support the need to improve skills. Some of the skills shortage could be solved by improving the perception of Norfolk – we all know it is a great place to live and work – we need to shout about it more to ensure that the rest of the UK and the world know how good we are. We continue to monitor the Norfolk business opinion on Brexit and are working closely with the British Chambers of Commerce, who in turn, are constantly feeding back into the Prime Minister’s office and her Cabinet, the thoughts, opinions and needs of the business community. We will continue to ensure that we keep you up to date with the latest ins and outs of Brexit (no pun intended!) as they happen. Our Chamber HR & Legal are already offering support on GDPR and we will be delivering a highly informative conference on GDPR in March (see page 45). Book your place now!



Bridging the skills gap in Norfolk an Not many days go by without us hearing about the skills gap. Like many employers in the region, you may be finding it a challenge to attract and retain a skilled workforce. The odds are that if you work in construction, engineering, manufacturing or the tech sector, your task is particularly difficult. However, as the British Chambers of Commerce found in their recent survey, the skills gap is a challenge faced by employers around the country and is not a problem specific to Norfolk.


Digital skills shortage revealed

Inspiring the next generation

Industry sector aside, certain skills are sought after across the board, with digital skills chief amongst them. A survey undertaken by our Chamber last year found that more than three-in-four businesses in Norfolk faced a digital skills shortage. These findings are a concern given that 83% of firms say digital and IT skills are more important to their business than two years ago, with half (54%) saying these skills are significantly more important.

One way to reduce the skills gap and meet industry needs is to inspire the next generation to join those sectors where demand for recruits is high. Promoting the importance of science, technology, engineering and maths (STEM) before pupils choose their GCSEs is one option.

Communicating and connecting through digital channels (74%) and the management of digital information (69%), along with basic computer skills (70%) were revealed to be top of the priority list skills-wise. However, the difficulty in finding appropriate training, plus the cost and time of that training, all proved to be bones of contention for employers. Nova Fairbank, Public Affairs Manager of Norfolk Chamber said: “The evidence is clear: better digital skills make Norfolk firms more productive, and a lack of digital skills holds them back. “Businesses themselves can do a lot more to tackle the digital skills shortages they face. They need to be aware that a failure to tackle this issue will ultimately impact on their bottom line. If no action is taken, then firms could get stuck in an unproductive cycle, where a lack of action will have serious consequences.” As, Lynsey Sweales, CEO of international digital marketing agency SocialB has found, investing in training is crucial to business success. “When recruiting, we look for the candidate best suited to join our team; determination, enthusiasm and commercial awareness are key. Rather than seeing digital skills as a prerequisite for employment, we invest heavily in training. Our team work on their CPD each week and we take a holistic approach to that training, including digital skills, leadership skills, time management and wellbeing. Investing in our team has helped the business to grow, our Norwich office work with international clients, offering great opportunities to young people in the region.”


While when it comes to business skills, another initiative, The New Anglia Enterprise Adviser Network, is aiming to improve the careers, work and enterprise education delivered to students. Here, senior business leaders work voluntarily with secondary schools and colleges and facilitate activities with enterprises in the area. One such volunteer, Gordon Simpson, Director, Howes Percival LLP said: “The importance of the business community working with schools can’t be underestimated. Volunteers give up their time to teach pupils real life skills like run CV Workshops and interview training days. In my experience students thrive on this interaction with the business environment. The business community and schools have to embrace these initiatives and work together to overcome the challenges we face.” Broadening young people’s career aspirations is key. Step into the annual Norfolk Skills & Careers Festival at the Norfolk Showground (7th & 8th March 2018) and you’ll see a wide variety of options available. Aimed at 14-24 year-olds, the event hopes to inform their future career choices and highlight the opportunities in the region. You can find out more on their website However, young people require more than paper qualifications, including good communications skills, an ability to work as part of a team, the right attitude and emotional intelligence. These ‘soft’ skills, along with all-round computer skills, are essential to employers today.



nd inspiring our future workforce.

The value of apprenticeships

Opportunities for small businesses

One way to bridge the skills gap, and give young people muchneeded experience is to illustrate the value of apprenticeships as well as a university education. However, since the introduction of the apprenticeship levy for larger organisations, there has been a decline in the take up of apprenticeships in Norfolk and elsewhere. Yet, apprenticeships have many advantages, allowing young people to gain experience, qualifications and earn a wage, an attractive proposition, equipping apprentices and employers to meet the challenges ahead.

Plans are also afoot to involve smaller businesses in apprenticeship schemes. Norfolk County Council (NCC) is looking at ways in which it can use its apprenticeship levy to support small employers to take on an apprentice. NCC is working in partnership with TrAC, a registered Apprenticeship Training Agency who will recruit and employ an apprentice, placing them within one or more “host” businesses.

As Claire Holmes, HR Director of NPS Group comments: “Working in an industry where there are significant skills gaps which are set to increase further in the future, it is critical that we have a strong succession of talent entering our professions. Not all young people want to go to University and apprenticeships enable us to tap into a pool of talent that might otherwise be overlooked. “For the apprentice, there is a fantastic opportunity to gain work experience whilst earning money and getting a good understanding of how business works early on in their career. From a community perspective, apprenticeships are critical to social mobility and giving all students the opportunity to forge a successful career whether they take a more vocational or academic career path.

A host business simply pays for the time the apprentice works with them, and NCC levy funding pays for the training, meaning businesses can have an apprentice when they need them, without the associated cost of training and long term commitment. Part funded by the European Social Fund and a New Anglia LEP Skills Deal, TrAC Apprenticeships Norfolk will take on 30 young people over the next two years. Sally Moore, Director of TrAC said “TrAC Apprenticeships Norfolk is there to support the apprentice and the employer throughout the whole programme. Our dedicated team of Apprentice Managers are at the end of the phone when you need them and we work with all the major Colleges and Training Providers to source you the very best Apprenticeship training possible.”

“Working in partnership with local providers in promoting and building successful apprenticeship programmes also brings opportunities to develop additional ways to further bridge the gap between young people and our business.” One industry which has a long history of offering opportunities to young people, including apprenticeship schemes, is the railway. As Jonathan Denby, Head of Corporate Affairs, Greater Anglia, observes: “The rail sector provides many opportunities for varied and interesting careers and an apprenticeship is a great way to start. At Greater Anglia, we have an established apprenticeship programme, and for several years we have employed apprentices in a range of roles from engineering to customer service. Many of our former apprentices have continued their career on the railway and are still employed with us today. Some of them began their time with us in Norfolk, which is a great place to live and work, with city, country and coast all easily accessible. “Apprenticeships can be particularly attractive first steps into the industry, as they allow young people to earn, learn, gain recognised qualifications and position themselves well for a long-term career.”


A bright future for Norfolk So despite concerns about the skills gap in the region, it’s clear that much is being done to bridge the gap. The grass isn’t always greener elsewhere – Norfolk has a bright future, and so do Norfolk’s young people.




Tom Garrod

NANSA announce new Chair of Board of Trustees.


NANSA, one of Norfolk’s leading disability empowerment charities, is proud to announce Cllr Tom Garrod has been elected as Chair of the Board of Trustees. The election of Tom has a special resonance as NANSA was originally formed to support people with cerebral palsy, a condition that Tom lives with. NANSA CEO Ros Czarnowska said: “We are thankful that Tom has agreed to Chair the Board of Trustees here at NANSA. He is the first NANSA Chair of the Trustee Board who lives with cerebral palsy, which is further evidence of our commitment to empowerment and a more inclusive society. We are lucky to have such a vibrant and forwardthinking Board and with Tom as Chair this means that we are in a great position for the future.” Tom is currently the Norfolk County Councillor for Wroxham having made history by becoming the youngest person to be elected a County Councillor in 2009 at just 19 years old. Speaking about his new role at NANSA, Tom Garrod said: “I am delighted to have been elected as Chairman of the Board of Trustees at NANSA and look forward to helping deliver NANSA’s vision of supporting and enabling people with disabilities to achieve their dreams, goals and aspirations.”

Premier Travel sees surge in sales in busiest start of the year. East Anglian travel firm Premier Travel is celebrating one of its most successful New Year starts to date after seeing a surge in holiday sales. On the first Saturday in January – known as ‘Sunshine Saturday’ in the travel industry as it is the busiest day of the year for people booking holidays - Premier Travel’s Norfolk branches were inundated with bookings and enquiries in store, on the phone and via email. The firm has experienced a 20% increase in retail sales year-on-year across its 18 stores since the start of January. Some of its branches in Norfolk, Suffolk, Cambridgeshire and Essex are more than 50% up year-on-year compared to the same period in 2016. Premier’s Dereham branch saw a 56% increase in sales in the first week of January compared to last year. The company has attributed its strong start to the year down to holidaymakers wanting assurance and peace of mind in the event of an unpredictable

disaster following several incidents last year, including the collapse of Monarch Airlines and flight cancellations by Ryanair. Paul Waters, Premier Travel director, said: “We can put our New Year trading success down to a combination of people wanting security in case something goes wrong, and a continuing trend of booking summer holidays as early as possible to snap up the best prices and take advantage of low deposits. These early signs are really encouraging for us. “We’ve seen an increase in sales since the collapse of Monarch Airlines in October. Customers have raised concerns over cancelled flights and travel company failures following recent airline and tour operator breakdowns, and they want to be confident that their holiday will be 100% financially protected and in safe hands. “For this year, we’ve noticed more people looking to spend money on things that offer experiences and memories rather than just laying on a beach for two weeks, which is difficult to do without the advice of someone knowledgeable in this area.”

Have you got a news story to tell? Publish on the Chamber website and share with 1000’s of monthly visitors. Call Jake Burns on 01603 729707 for help and info.


Norfolk Chamber of Commerce


to develop. 245 hectares. Two campuses. One college. #EmbraceTheSpace


The best communication method in the known and unknown universe. There are a number of things that make up a great business: the people, ethos, core values and (of course) the product or service that you supply.


But if pressed to pick out the real key to great companies, I would have to say that it all comes down to communication. Knowing how to communicate with the different people you interact with is the foundation of great businesses.

Communication Methods When you’re talking about effective communication, you need to know two things: 1. Who are you talking to? and 2. What’s the best approach? I’ll start with the second one because it’s a little easier (shorter) to explain and it all comes back to two styles of writing: short hand and long hand. Short hand, for anyone who isn’t familiar with the term, is a kind of code that lets you hand write (or even type) extremely quickly. We use it at OpenCRM to refer to a way of speaking where we can remove some of the explanations and niceties and get straight down to the heart of the discussion - it will generally take less time and speed up decision and action. It does require everyone to be pretty switched onto the topic at hand, but definitely saves time and energy when you just need to get a message out the door. Long hand, as you’ve probably guessed, just means writing out every letter of every word and includes every (correct) punctuation mark. We use it to refer to

conversations that need more time, better explanations and generally involves a more protracted process to arrive at a decision. These conversations take longer and are more detailed because that’s what’s required. For example, when talking about a new feature, we’ll start with the long hand explanation: what does it need to do? What are the implications of it? How will people interact with it? Once the development is underway, we may move to more short handed discussions: “That bit needs to work better with the transition, it’s feeling a little lost right now.” See what I mean? The short hand is only really understandable to people who know what it is about. But it sure saves time.

But what about the first question? Choosing the right tone is super important when communicating your message, both in terms of ‘sending & receiving’. And that tone goes way beyond just what you’re talking about, it is vital to know who you’re talking to. For effective communication you need to understand the groups of people that you will be collaborating with. I tend to think about them in slightly sci-fi terms (don’t ask me why), so you’ve got your Crew, your Known Universe, and your Far Out Group.

Your Crew These are generally your work colleagues, they are the people that you know well and the tone of the conversation can be mostly short hand. You like and trust each other


and have a common set of values and goals. You might need to use long hand for some conversations, but short hand works well here in a majority of cases.

Known Universe These are people who you collaborate with often but who are not as well known. They are most likely clients, supplier, and prospects who are well into your sales cycle. When communicating with people in your known universe, you will most certainly need a lot of long hand, but will probably develop your own version of short hand as you go along. Your tone is different, not in terms of being professional, just has a more detailed approach to the process you are both following.

A question of tone: Crew vs Universe Imagine you are with friends at a social event and want to pass on some news: you get the picture, its far more casual and you will generally have a feel for the room and how they will receive your message. Imagine the same situation at a professional networking event: again, you will see the point, you will be more guarded around your communication style and perhaps less confident on how the message will be received by some members of the group.

The Far Out Group

website (or magazine article) for the first time or who you meet at a conference or event. These are the group where you will be far more cautious around your communication style, perhaps defaulting to a more traditional professional approach. You’ll need to rely on long hand with these people because you haven’t built up a relationship or a short hand with them yet. But you will.

Summary My point is there are different groups of people and different communication styles. Being able to recognise when you should change your style is crucial to great communication and great companies. To talk to a member of OpenCRM team about how CRM software can benefit your brand, just call 01748 473000 or visit the website:

Graham Anderson, is the CEO and founder of OpenCRM, one of the UK’s leading customer relationship management systems.

Then there are those that you don’t communicate with very often or are completely unknown to you. They may be people who are reading your MARCH/APRIL 2018


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Hi my name is chloe I am the owner of house of luxe design House of luxe design was established from a need and passion to be creative in design At house of luxe design we really wanted to make sure that the option of working with a interior designer was available to everyone, because of that we offer a wide range of interior design and organisational services. We look to so many areas for our inspirations for the design concepts, as supposed to just typical home interiors, just to name a few we look to art, nature, fashion and many more topics, to make our concepts more unique, wonderful and more creative. We also look to collaborate with people brands where we can, and we are passionate about business developing and networking, also giving back to the community where we can and help lead the way to inspire people to be creative in business and in life, whether they are new or established, I believe we are all in business together and should support one another.

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What GDPR means for cyber risks. 16

The 25th May 2018 creeps up on us. On this day both the UK and Europe will see initiation of the General Data Protection Regulations (GDPR), which intends to strengthen and unify data protection for all European Union (EU) based citizens. This change will see implementation of new rights surrounding personal data, how it is accessed, used, and stored, with significant changes to consent and associated exemptions. Personal data can only be processed with active consent, and not via ‘box-ticking’. Organisations must make it easy for clients to withdraw their approval if desired, and in the event of a data breach, data subjects must be informed within 72 hours of the cyber-attack. Additionally, the definition of personal data has been extended to include IP addresses and mobile IDs. Cyber-attacks are becoming increasingly prevalent, compromising the data of innocent individuals who put their ‘protection faith’ in you. Post GDPR roll-out, organisations must assume an elevated level of responsibility for customer data and will need to have measures in place to protect it with the highest integrity. Implementation of the best software, superior staff training methods, and appropriately built firewalls are all promoted where cyber-attack prevention in concerned, but every organisation carries ‘people risk’, and so, what if your safeguards fail?

A cyber insurance policy acts as your safety net, essentially providing a pre-paid solution to: n Restore your systems n Advise on what needs to be done n Notify data subjects n Fund regulator fees where permissible n Reimburse damages and costs arising from claims against you There is much speculation with regards to the insurability of fines issued by the ICO in association with GDPR. Judgement on the insurability of these fines come down to whether the infringement is considered by the ICO as an unlawful act that was intentional, unintentional, or because of negligence. Unintentional infringements are unlikely to result in fines, they are much more likely to be enforced if the ICO have evidence of negligence to some degree through the nonadherence of codes of conduct, or the poor implementation of required procedures. Where the ICO issues fines for failing to comply with regulation, these are likely to be uninsurable by law. ICO penalties


are wholly avoidable if you abide by the correct procedures and seek guidance from your broker. Seeking guidance from your broker will help you assess your operational vulnerabilities and guide you towards a cyber policy that meets your needs.

attacks to you and your business? For more information on anything raised in this article or to discuss your cyber and business insurance needs, please contact Hugh J Boswell on 01603 626155

Is your business equipped for GDPR? Are you concerned about future threats caused by cyberMARCH/APRIL 2018

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Public Sector meets Commercial Sector. Independence Matters is a social enterprise that was set up in November 2013 and our target population and beneficiaries are vulnerable adults across Norfolk. We are a large organisation employing 800 staff (many part-time) and we support our customers through a unique range of services from Supported Living, Short Break Respite, Community Hubs, Home Support, Personal Assistants and a Mental Health Rehabilitation Unit. We even have a factory called Norfolk Industries which employs people with disabilities and produces pet bedding for small animals supplying into all the major stores plus exporting aboard. Our main customer groups are adults with learning disabilities and older people with dementia and they are a combination of customers funded by the public purse and private paying customers. Our purpose is very simple; ‘To empower people, their families and carers to live fulfilling lives and remain independent’ and it was very important when setting up our company to align our business form with our purpose as this adds value and creates energy within the company. It was vital to have the right ownership, structure and governance to deliver success for the company, the customers and communities that we service and our wider

society. All customers nowadays have high expectations and more and more want locally delivered services with ethical foundations. The legal form of the company and board affects how ‘centralised’ or ‘decentralised’ you want your organisation to be. We operate a lot in the public sector and government are rolling back and inviting business into that space. Independence Matters is a Community Interest Company limited by shares and our employees own 51% of those shares which are held in an Employee Benefit Trust, we do not trade the shares and the ownership represents the democratic process enabling staff to have a voice and be connected to the business through our Staff Advisory Board which votes two Staff Directors onto the main Company Board. We have a diverse Board with a very strong commercial element; Independence Matters is a B2C organisation and in many ways it is very similar to the retail and hospitality sectors, we rely on our staff to deliver great customer service and loyal repeat custom. When setting up our Board I approached people from companies that were successful in those sectors and also had strong social values and principles. Karen Hester the Chief Operating Officer at Adnams is currently our company Chair.

much more agile and responsive to changes in the market and innovates to survive and similarly commercial businesses can learn a lot from ourselves. There is a myth that social enterprises are ‘not for profit’; all businesses have to make a profit, the ethical part is about how much profit margin you decide to make and what you do with that profit. Independence Matters does not pay out any dividends to shareholders or large salaries to Directors, all profits goes back into the business ensuring that we have good terms and conditions for staff; the health and social care sector are notoriously low paid, that we can invest and improve our service offers and support the communities that we serve. As a social enterprise we have a purpose, a set of values and a business form which I believe delivers value for money and great outcomes for our beneficiaries. Sarah Stock Managing Director Independence Matters

I believe that social enterprises can learn a lot from the commercial sector which tends to be




AEO & International Trade post Brexit. Are you: A manufacturer, warehouse or haulier of imported goods? Or are you: Planning to Import or Export to anywhere in the world? Or do you: Trade with any of the EU27 countries? What is AEO - Authorised Economic Operator? AEO is an internationally recognised quality kite mark issued by HMRC to traders who proactively manage risk and have fully documented systems and procedures in place controlling their international supply chain.

Key benefits This so-called ‘trusted trader’ status permits authorised traders to benefit from: n Faster transit for its goods through the EU border n Quicker access to simplified customs procedures n & for AEOS mutual recognition when trading with USA, China, Norway, Switzerland & Japan

benefit suffer additional costs from operating the new mandatory guarantees.

n Managers responsible for customs control & compliance

Norfolk Chamber is running a Chamber Session for members on 19th April 2018, 2.00pm – 4.00pm followed by half day more in-depth paid for workshops on 4th July, 27th September and 29th November 2018.

n Import/export administrators & managers

The Chamber Session on 19th April will explain: n What is AEO & do I need it? n The key benefits n The requirements & steps to get AEO authorised

Workshops will include: n What the key benefits of being an AEO are n How the application process works

Why now?

n How to keep the authorisation

It is a lengthy authorisation process - HMRC resource is scarce - it’s currently free to apply.

n The potential impact of Brexit and the likelihood that AEO could be a vital tool for trade with the EU

Brexit - Current thinking is that AEO will be a crucial tool which could give authorised traders additional benefits from customs simplifications agreed as part of any new trade deal with the EU.

Who would benefit from attending the Workshops:

UCC - Union Customs Code – Under the new legislation traders who operate any customs simplifications like Customs warehouse, Customs Freight & simplified Procedures (CFSP), Deferment Account, Simplified Import VAT Accounting (SIVA) will need to be reauthorised by March 2019 and without AEO

n Business owners who currently move stock internationally & including movements in and out of Europe n Financial directors, supply chain & logistics managers n Managers from warehouse or freight companies & clearing agents

n Quality & security managers responsible for compliance

Meet the Trainer Tracey Renshaw Prior to setting up as a consultant 3 years ago and following a long career in Finance during which Tracey was captivated by understanding and resolving the issues that surround the importation, manufacture and re-export of goods. Back in 2014 Tracey decided to set up Import Export Support with the primary reason to work with companies on their customs authorisations and procedures to help smooth out the ripples in the supply chain and to reduce the cost of moving stock around the globe. Since set up Tracey has assisted companies who operate in different markets in their endeavours to improve their international activities with the main focus of her work to work closely with HMRC & the client to ensure and improve compliance in order to secure the benefits. Tracey has submitted several successful duty reclaims, set up customs warehouses, gained customs simplifications including Authorised Economic Operator (AEO), Customs freight with simplified procedures (CFSP), Inward & Outward Processing authorisation (IP & OP) & Simplified Import VAT Accounting (SIVA) & assisted with setting up several Deferment Accounts with the new Combined customs guarantees (CCG).

The International Trade Team here at Norfolk Chamber of Commerce are always happy to assist you with any export query you may have. Please call us on 01603 729715 or e-mail


Norfolk Chamber of Commerce





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Time for a change? Another New Year has started and, for many, those changes we promised to make are already a distant memory. What about your business, have you set goals to make changes here too? Maybe it’s to drive more sales, improve profit margins, reduce cost, create more time for yourself or just to have more fun at work. Whatever it may be, it will require something to be done differently, after all, ‘Nothing changes if nothing changes!’ We can conclude that whatever challenges we’ve set, at the heart of achieving them is the ability to change. That’s easy, isn’t it? After all, we’ve been changing all our lives and we’re a persistent and tenacious bunch. Well, maybe not.

Research tells us that there’s only a 30% probability your change initiatives will succeed and this is because most businesses adopt a ‘trial and error’ approach. With only 3 in 10 projects yielding results, change comes with a high cost in terms of lost time, reduced confidence, wasted money and poor utilisation of resources. Oh and let’s not forget exhaustion! Driving change in businesses is one of the largest hidden costs that you’ll not see in your set of accounts and we accept it because that’s just the way it is, right? I like a story with a happy ending, don’t you? The good news is this story has one and I’m delighted to let you know that there are actions you can

take to raise your change success probability to 80%. Yes, that’s right, a whopping 267% increase in your chance of success. Just think how much time and money that would save you. I can hear you shouting, ‘Mark, please tell us how we can achieve this.’ The first step is simple, just visit www. and complete the Larking Gowen Change Success diagnostic tool. I’ll then be in touch with you to start you on the road of making a change. For more information on how we can help, please speak to your usual Larking Gowen contact. Call 0330 024 0888 or email enquiry@

Mark Curtis, Partner

This article is designed for the information of readers. Whilst every effort is made to ensure accuracy, information contained in this article may not be comprehensive and recipients should not act upon it without seeking professional advice. Larking Gowen is registered to carry on audit work in the UK and Ireland by the Institute of Chartered Accountants in England and Wales. Regulated for a range of investment business activities by the Institute of Chartered Accountants in England and Wales. ©Larking Gowen.


Still time to get your business ready for GDPR With four month’s left until the implementation of GDPR in May, many businesses are only now identifying the need to review the way that they handle personal information. Whilst GDPR does create new rights for individuals and responsibilities for businesses the good news is that for most businesses some very simple steps can be taken to get your house in order before these new rules come into effect. James Tarling at Ashtons advises “Almost all businesses do need to handle some personal data, whether in relation to their staff, customers or others and almost certainly do need to take some steps to ensure compliance. However, compliance with GDPR should not require a radical change to your business. There will usually be a need to tighten procedures and there is a far greater emphasis on being more transparent as to how you handle and protect personal data and documenting this”. The Information Commissioner has now published some excellent guidance and resources for businesses including a simple self-assessment checklist that can be completed on their website which is an excellent place to start if you haven’t yet started.

@ashtonslegal Bury St Edmund | Cambridge | Ipswich | Norwich | Thetford


If you would like to discuss your GDPR compliance requirements please contact: James Tarling on 01603 703233 or The team at Ashtons can guide you through GDPR compliance including reviewing processes, drafting documentation and undertaking training as required.

here to help MARCH/APRIL 2018


Intellectual Property News Update: The ever-present importance of IP rights in the music industry. Spotify sued for over $1.6bn in the lead up to the music streaming platform’s expected listing on the New York Stock Exchange (NYSE). The music streaming service Spotify has been sued by Wixen, A Californian company that collects royalties for musicians, alleging that Spotify doesn’t have the full rights to many of the songs it has been hosting. Wixen, which represents artists such as Tom Petty, Janis Joplin, the Doors and Neil Young claims that Spotify took shortcuts when agreeing deals with record labels to host their back catalogues which did not give them the full rights to host the songs. The case states that under the US Copyright Act each song has two copyright claims, one to the recording and one to the composition, and it is the latter rights to the composition that Wixen alleges were never granted to Spotify. The claim seeks damages of $150,000 per song. Spotify has faced many legal challenges in the past relating to the copyright of the songs it hosts, most recently agreeing to pay over $20m in 2016 to settle a case with the National Music Publishers’ Association, and in 2017 agreeing to pay over $40m to settle a case with three independent publishers. The timing of this larger-than-usual claim against Spotify is not ideal for the company which has reportedly filed documents for an Initial Public Offering (IPO) last month and is expected to list on the NYSE this year. The largest music streaming service in the market, Spotify has over 60m paying subscribers and is reportedly valued at more than $18bn.

Radiohead and Lana Del Rey’s ongoing dispute over ‘Get Free’ rights

unclear whether Hammond and Hazelwood would further benefit if Radiohead are successful against Del Rey.

Lana Del Rey’s song ‘Get Free’ has been the subject of an ongoing dispute with Radiohead over whether or not the song uses significant elements of Radiohead’s song ‘Creep.’ Del Rey has publicly stated that “my song wasn’t inspired by Creep” but admits that there have been ongoing discussions with Radiohead’s lawyers since last year.

This case also brings attention back to the famous 2015 ruling over ‘Blurred Lines,’ the biggest selling single of 2013 in which Pharrell Williams & Robin Thicke were ordered to pay over $5m in damages to Marvin Gaye’s family when a jury found that Williams & Thicke had used copyrighted elements of Gaye’s ‘Got to Give it up’ in their creating of ‘Blurred Lines.’

Del Rey also claims that she has offered up to 40% of the publishing rights to Radiohead but that the band’s lawyers, “have been relentless,” demanding 100% of the rights, and filing a lawsuit. Del Rey performed ‘Get Free’ at a recent concert in Denver and described it as her ‘personal manifesto’ and that, “those sentiments I wrote, I really am going to strive for, even if the song is not on future physical releases of the record.” Radiohead’s Publisher Warner/ Chappell has released a statement saying that no such lawsuit has yet been filed, and that the band is not demanding 100% of the publishing rights as per Del Rey’s claims. It goes on to say, “It’s clear that the verses of ‘Get Free’ use musical elements found in the verses of ‘Creep’ and we’ve requested that this be acknowledged in favour of all writers of ‘Creep.’ There are further complications in that after ‘Creep’ was originally released, Radiohead were sued by songwriters Albert Hammond and Mike Hazelwood who wrote ‘The Air that I Breathe’ for The Hollies in 1972 over musical similarities. The case was settled, and Hammond and Hazelwood received song writing credits and an unspecified share of royalties for Creep. It is

Williams and Thicke have appealed stating that the ruling was fundamentally flawed and that it sets a precedent that prevents musical artists from being inspired by others to create new music. The appeal is currently ongoing, and the eventual decision may well create a landmark precedent for future cases of this nature in the music industry.

For any aspect of Intellectual Property advice and overall strategy, please get in touch with the ip21 team.

Richard Jones MBA DipPC CMgr MCMI Business Relationship Manager for ip21 Ltd


A specialist Intellectual Property company that moves with the times At ip21 we pride ourselves on offering a full range of IP services, as well as IP advice and support tailored to the commercial benefit of our clients.

• Patents • Trademarks • Licensing • Design Rights • Litigation • IP Strategy • IP Valuation • IP Budgeting

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Digital trial to boost housing service.

In a first for not only the housing sector but for businesses across the UK, Flagship Group has this month started piloting the use of a Wacom Clipboard to boost the effectiveness and efficiency of its housing teams.


The electronic clipboard is being trialled by three housing officers based in Norfolk and Suffolk allowing them to digitally record and immediately upload information for essential housing forms. The clipboard combines paper form filling with real-time data captures and is connected to the housing officers’ mobile phones. It cuts out the need for scanning as handwritten signatures are captured and attached to the digital document. The three-month trial will provide a number of important benefits for the business including: n Reduction in printing of forms/reduced use of paper n Less duplication of work

KLM UK Engineering and West Atlantic UK sign contract.

n Reduction in the need for storage n Documents easily archived and accessed n Reduced costs in the long-term Yogesh Gohil, Head of Technology at Flagship Group, said: “The use of the Wacom Clipboard is really exciting as we believe it can support and improve the way we work. We are always looking for better ways to deliver our services which includes being innovative and cost-effective at the same time. “This digital solution will hopefully make a huge difference to our business as we’ll be able to provide a quicker and more efficient service for our customers.” Marie-Claire Delbrouque, Director of Housing & Customer Insight at Flagship Group, said: “We’re really pleased to be trialling the clipboard and intend to roll it out more widely if a success. “One of the key purposes of the Wacom clipboards is to free up the time of our housing officers so they can work more efficiently and ultimately help more of our customers.”

SG Corporate Services Manager awarded Chartered Financial Planning status. Ryan Oates of SG Corporate Services, a division of SG Wealth Management, is the latest member of staff to be awarded the prestigious Chartered qualification by the Chartered Insurance Institute (CII). The company has 37 employees across its Norwich and Ipswich offices and Ryan is the fourth adviser to be granted Chartered status. Chartered status, the financial planning industry’s gold standard, confirms that advisers have satisfied rigorous qualification criteria to become a Chartered Financial Planner. It applies to appropriately

qualified Personal Finance Society (PFS) members who provide financial planning advice or related activities and who subscribe to the membership conditions of the CII. Chartered titles are the benchmark of professional excellence and integrity and, with over 100,000 members, the CII is the world’s largest professional body dedicated to the insurance, savings and financial services sector. SG Corporate Services helps businesses reward, support and retain key employees and remove the burden of compliance by


AFI KLM E&M subsidiary is delighted to announce the signing of the airframe maintenance contract for 2018 with West Atlantic UK Limited. A European leader in the regional jets and narrow body aircraft market, and having an internationally acknowledged expertise on the Boeing 737, Embraer 170/190, BAe146/Avro RJ, Fokker 70/100 & Airbus A320 Family, KLM UK Engineering is delighted to confirm its contract with West Atlantic UK Limited. KLM UK Engineering will commence airframe maintenance checks with West Atlantic UK Limited on their Boeing 737 Freighter fleet in January 2018. Ian Bartholomew, Director Business Development and Sales commented “We are delighted to have been selected by West Atlantic UK Limited to carry out their heavy maintenance checks in 2018. We have been supporting West Atlantic UK Limited for a number of years and look forward to further developing our relationship.”

Ryan Oates providing them with engaging employee benefits, clear advice and meaningful communications for their Workplace Pension and Employee Benefits. Commenting on Ryan’s award, SG Wealth Management’s Managing Director, Stephen Girling, added, “We are delighted that Ryan is the latest of our advisers to be awarded Chartered status.”

Philip Law, Technical Director West Atlantic UK Ltd – “Having been a customer of KLM UK Engineering’s for a number of years, we are very pleased to reach an agreement regarding our forthcoming heavy maintenance programme. We look forward to this being the start of a long-term relationship with respect to the on-going heavy maintenance support of our expanding fleet of Boeing aircraft.”




Carillion collapse – a lesson too late? “One of the most important and largest business assets for any company will be its debts,” explains Adrian Cooper, credit insurance specialist at Alan Boswell Group. “However businesses often don’t insure themselves against this risk.” The recent collapse of Carillion is a harsh reminder of how destructive the consequences of insolvency can be. Leaving debts in the region of £1.5bn in its wake, numerous businesses are facing a tough time ahead; with less than a penny in every pound being repaid to Carillion’s creditors, some may struggle to stay afloat. “Many companies perceive that they are trading with a ‘safe’ customer but are unaware of the risks further up the chain,” continues Adrian. “A main contractor’s insolvency can often result in numerous levels below being affected, with the insolvency of sub-contractors an unfortunate and inevitable consequence.” Coupled with political and economic ambiguities, which continue to dominate the landscape, insurers are fearful insolvencies will rise in all sectors in the coming months and years. The latter part of 2017 saw the demise of Monarch Airlines, Palmer & Harvey McLane

(the UK’s fifth largest private company), Multiyork, Feather & Black and Just For Pets, as well as a Company Voluntary Arrangement (CVA) for Toys ‘R’ Us.

“Some credit insurers also provide a free or contributory debt collection and legal service for those customers that don’t go bust, but from which it’s difficult to extract payment.”

As this article is being written, financial issues surround Poundland, Bensons For Beds and Harveys, while numerous retailers have reported poor festive sales. As such, now is a good time to invest in credit insurance to protect your cash-flow.

In a constantly changing political and economic time, it’s wise to consider the options available to help protect your business. Credit insurance gives business owners peace of mind, allowing them to get on and run their business without the added worry and stress of their customers’ financial well-being.

With access to a wide range of insurers and schemes underwritten by industry leaders, Atradius and QBE, Alan Boswell Group is able to offer protection for its members.

You can find out more about the company’s services for businesses at www.alanboswell. com/credit

“Whether you’re seeking protection for single or multiple customers we can discuss and review your requirements,” adds Adrian. “We can also cater for extended payment terms, arrange cover for self-billing trades as well as applications for payment & retention payments.

“Many companies perceive that they are trading with a ‘safe’ customer but are unaware of the risks further up the chain. A main contractor’s insolvency can often result in numerous levels below being affected, with the insolvency of sub-contractors an unfortunate and inevitable consequence.” MARCH/APRIL 2018




Abate Pest Management passes stringent BPCA audit.


Future50 businesses work together to deliver growth.

Pest Control company Abate Pest Management from Morley near Wymondham, has recently passed their BPCA (British Pest Control Association) quality audit with flying colours.

Suffolk-based cloud-IT and workplace recovery experts Corbel have chosen fellow Future50 business Full Mix Marketing to help realise their growth ambitions for 2018.

By choosing a BPCA assessed member like Abate Pest Management you can be assured that the services you receive are from a fully trained, insured and trusted company that meets the strict membership criteria.

Following a rigorous selection process, the specialists in ensuring business continuity picked Full Mix Marketing from a shortlist of agencies to develop and deliver a new strategic marketing plan. “We’re excited to be working with a fellow Future50 business” states Paul Lough, Managing Director of Corbel. “We have a service that can provide so many businesses with peace-of-mind. After consultation with several companies, we felt Full Mix Marketing really understood our company, where we want to be and how to help us get there.” Corbel is a leading provider of IT and telephone services, specialising in cloud hosting, data back-up and disaster recovery. 2017 saw them open their third workspace recovery office suite in which businesses can continue to work should their premises be compromised by unforeseen circumstances or threats. “We’re delighted to have been chosen by Corbel over some tough competition,” says Sarah West, Managing Director of Norwich marketing agency, Full Mix Marketing. “Like us, they’re ambitious,

innovative and deliver something which businesses really value. We’re keen to help them become the go-to name for reliable IT and ensuring its businessas-usual for their clients, whatever happens.” Full Mix Marketing provide all the strategic, digital and offline marketing businesses need to grow, ranging from single elements like advertising and social media, through to becoming a company’s fully outsourced marketing department. “Marketing is such a fundamental part of any business these days” adds Paul Lough. “With brand, digital, design, print, events and social media, it’s vital to get it all right. We’re looking forward to Full Mix Marketing delivering the excellently thought-out and targeted strategy they’ve created [for] us.” In December, both businesses were chosen by publishers Archant, and sponsors including Barclays, Lovewell Blake and Birketts, as members of Future50. The list recognises the boldest and most exciting businesses across all sectors in Norfolk and Suffolk. It is hoped by organisers that those chosen will share expertise and forge working relationships that contribute to mutual growth. “Being picked for Future50 was an honour for us, a number of our clients and Corbel” concludes Sarah West. “It simply demonstrates the drive everyone has to innovate and succeed. We intend to let Corbel focus on the excellent service they provide, whilst our marketing delivers the opportunities they deserve.”

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Norfolk Chamber of Commerce

In order to maintain professional standards throughout the pest control industry, full servicing companies who are with the BPCA must meet a set of criteria.

The criteria which companies like Abate follow are: n A suitably trained and qualified expert, committed to Continuing Professional Development (CPD), and who has been subjected to the BPCA audit and assessment process to ensure their services are delivered to the highest standards. n Determined to adhere to the Industry Codes of Best Practice. n Committed to providing detailed advice on pest prevention measures and provide comprehensive reporting systems covering all treatment aspects. Jon Blake, Managing Director of Abate Pest Management said “this is a great achievement and we are very proud to retain our BPCA membership. The whole team work extremely hard to make sure everything in this very controlled environment is spot on. We win contracts and job work on many occasions based on the detailed risk assessments, treatment reports and providing the best possible advice and solution.” MARCH/APRIL 2018


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Only connect – the value o The digital skills shortage and the difficulty recruiting suitably qualified candidates is a challenge faced by some businesses today. Such difficulties might lead you to assume young people should study STEM subjects over the arts. Yet such views often betray an assumption that the sciences and the arts are mutually exclusive. One university in our region, the Norwich University of the Arts (NUA) takes a different view. new degrees in UX, creative computing and Interactive Design. As Professor Last observes “Over the last decade, we have placed the university at the heart of the creative industries in the region and serve the needs of the local business community along with those of our students.” It is this connection with industry that means NUA graduates leave equipped with the skills to propel them into their chosen careers.

School of Architecture at NUA


NUA’s mission is to be the best specialist university for arts, design and media study in Europe, producing graduates of the highest quality and inspiring students and staff to achieve excellence in the creative and cultural spheres. “The university is a fantastic community in which everyone is creative. The atmosphere is energy-filled with everyone problem-solving and making things,” observes Vice-Chancellor Professor John Last. Given the accolades NUA has recently received, they are well on the way to achieving their goals, for they’ve just been named in the top ten of the UK’s higher education institutions for teaching quality in The Times and The Sunday Times, Good University Guide 2018. NUA also rated gold in the 2017 Teaching Excellence Framework (TEF) and has been named the best educational institution in the prestigious TIGA games industry awards. You might assume NUA’s mission is irrelevant to business, but that is far from the case. From the student’s point of view as Professor Last observes, “the creative industries are the most resistant to automation, and can represent a

secure way for young people to approach their future.” From an industry standpoint, digital skills are integral to many art practices today and are at the heart of the University’s offering. Hand in hand with digital skills comes an ability to identify and nurture emerging industries and technologies, like the games industry. Taking the strategic lead at the University is ViceChancellor Professor John Last, ably assisted by a talented team, whom together decide which emerging industries are set to have an impact and what new courses to offer. It is no mean feat, as Professor Last comments: “We are always trying to think ahead, to identify what skills will be in demand in the future and which are the burgeoning industries. When we first offered a degree in games design, people were sceptical of its value, yet now the industry makes up a significant proportion of the creative sector in the UK”. In fact, TIGA now cites the value of digital and physical games sales as over £2.8bn.

NUA’s Ideas Factory is a crucial element of the university’s success, here students have the opportunity to work on genuine briefs from industry. Businesses, in turn, benefit from access to 2,000 creative minds who look at the problems from a fresh perspective. In addition, the Ideas Factory assists business start-ups, offering practical support, helping them on the road to success and nurturing the creative sector in Norwich. Lastly, the Ideas Factory acts as a testbed for AI and VR work, providing students with an immersive experience that increases their understanding of working in a particular industry. Sceptics be warned, government statistics show the creative sector is worth £91.8bn to the UK economy, having the highest growth rate of all sectors between 2015 and 2016, increasing at twice the rate of the UK economy as a whole. Look at the work of the NUA - leading the way in supporting emerging industries and producing graduates with a 95% success rate of finding work or going on to further education – and see the value of an arts education today.

NUA works closely with local industries, listening to their concerns and keeping these in mind when planning or revising their courses, as a result, the university is now set to offer three

We are always trying to think ahead, to identify what skills will be in demand in the future and which are the burgeoning industries. When we first offered a degree in games design, people were sceptical of its value, yet now the industry makes up a significant proportion of the creative sector in the UK. NORFOLK VOICE • THE MAGAZINE OF NORFOLK CHAMBER OF COMMERCE AND INDUSTRY



of an arts education today.


Professor John Last Vice Chancellor, Norwich University of the Arts




Elms Business Space room space for hire. Howard Bailey


Sally Yaxley

Spire Solicitors LLP strengthens property teams with key acquisitions. Spire Solicitors LLP has continued to solidify its team and growth by introducing two new members to its Property Teams, by welcoming Howard Bailey and Sally Yaxley to the business. Howard Bailey has joined the firm in the Commercial Property Team as Solicitor and brings with him a wealth of experience in commercial leases, secured lending, development and freehold and leasehold sales, as well as purchases of commercial and mixed-use premises. Howard is the latest member of staff to join Spire Solicitors from Ashtons Legal; other recent appointments have included Matthew Downing as Partner and the recently promoted Susan Ward, as Senior Associate.

Howard commented: “I am thrilled to have joined Spire Solicitors LLP at its current position in the Norfolk market. Spire is a key-player, of which, I look forward to positively contributing to their continued success.” Sally Yaxley has also joined as Legal Executive within the Residential Property Team from Norton Peskett Solicitors and brings to Spire over a decade of experience in sales and purchase of freehold and leasehold property, Transfers of Equity, remortgages and new builds. Sally commented: “I am delighted to be continuing my career with Spire. Since the formation of the company in 2013, I have seen and heard fantastic things about the business and look forward to adding to their already solid service proposition.” James Knight, CEO, commented: “It is a pleasure for the entire team at Spire to welcome Howard & Sally and to strengthen our team so early on in 2018, following on from a fantastic 2017”.

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Norfolk Chamber of Commerce

Good news in the world of business is always welcome, and there is a real success story taking place in north Norwich. Six months ago, Age UK Norfolk opened the Elms Business Space on the site of its headquarters in St Faiths Lane, Old Catton. Now, the venture is proving highly popular with local businesses with its meeting and training rooms. The facility can accommodate from 2 to 50 people in a series of fully equipped training and meeting rooms suitable for team days and meetings. The on-site free parking has also benefited customers using the Elms for examinations and training courses. And, from April, there will be two extra rooms available for either permanent office space or “hot desking”. Cassandra Andrews, Age UK Norfolk business space manager, said: “We’ve welcomed new regular customers, opened for weekend events and business breakfasts, and have even arranged fish and chip catering for a client.” Bi-monthly Meet The Experts breakfast networking events – which are free of charge – have also proved popular. Presentations have included “Be Better at Digital Visibility”, “Are you GDPR ready?” and the hugely successful “The Customer is Always…” introduced by Norfolk Chamber of Commerce CEO Chris Sargisson. For more information or to discuss hiring space, email space@ or call 01603 785226.



Norwich Airport unveils bumper 2018 schedule. Norwich Airport has unveiled one of its busiest ever schedules with publication of the latest edition of its Norwich Connects Magazine. With more than 30 destinations on offer this year, the magazine includes full listings of all the airport’s scheduled services, charters and seasonal specials available in 2018. Highlights include a range of new short breaks to destinations such as Iceland, Malta and Gibraltar, a weekly summer service to Crete and the welcome return of flights to Dalaman in Turkey.

The magazine was unveiled at the airport’s annual Travel Show, which is now in its ninth year and featured 20 trade stands in the terminal building. Richard Pace, Managing Director of Norwich Airport, said: “We’re unveiling one of our busiest ever schedules for 2018 and we’re delighted to be offering people so much choice from their local airport. “In addition to our well established scheduled and package holiday offerings we have a new series of fantastic short breaks, year-round sunshine destinations, and of course even

more onward connections via Manchester and Amsterdam. “This year’s Travel Show was one of our best ever and we had our highest number of bookings since 2012. People are surprised at just where flying from Norwich Airport can take you – the world really is accessible from your doorstep.” Copies of Norwich Connects magazine, which includes a handy destination guide so people can see at a glance the range of options on offer, are available from the airport or can be downloaded from the airport website.

Risk management company goes from strength to strength. The team at Norwichbased Alan Boswell Risk Management (ABRM) has expanded less than a year after the company launched, due to unprecedented demand for its services. The expansion allows the company, which already provides risk management and engineering inspection services, to provide a greater range of risk advice to an even larger client base. Its two new members of staff, Rebecca Dingle and Jason Patchett, allow ABRM to provide environmental and marine services alongside existing services, such as health and safety advice, fire, security and motor risk management. The company, which is part of East Anglian insurance broking and financial planning firm Alan Boswell Group, launched in March 2017 with two risk advisers, two engineering surveyors and an administrator. They were joined by Risk Adviser Rebecca and

Jason said: “I’m looking forward to getting my teeth into the work. I enjoy meeting new clients and helping them overcome their challenges.” Rebecca agrees: “The most rewarding part of the role is working with people and helping them make improvements to their businesses. The team is also very new and expanding, so it’s an exciting time to be with the company.”

Engineering Surveyor Jason in June and November respectively. As an engineering surveyor Jason brings a wealth of marine engineering experience to ABRM, having spent 20 years in the Royal Navy, followed by a career in the oil and gas industry.

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Risk Adviser Rebecca is a chartered member of the Institution of Occupational Safety and Health (IOSH) and has significant experience providing health and safety support. She also has a history in environmental risk management, so can also help businesses to achieve ISO 14001:2015 accreditation.

Alan Boswell Group Managing Director Chris Gibbs adds: “ABRM has been in demand since it launched earlier in the year. We’re thrilled to see that our clients are so receptive to risk management and ensuring that their businesses are safe places to work. Not only does it reduce the chance of an incident occurring, but it also reduces the chance of making an insurance claim. “In growing the company, we have added new skill sets to the team and are able to provide our services to an even greater number of businesses. We’re looking forward to seeing ABRM go from strength-to-strength in the months and years ahead.”

Norfolk Chamber of Commerce



World Class Accreditations in the Heart of Norfolk

Celebrating over 30 years of training excellence A trusted and established training provider based in a unique historic environment

Learn, develop, be brilliant +44(0)1603 677107


No loss of interest in Financial Services training. Skills Edge Training has accumulated a significant amount of interest in its financial services training programmes. These programmes offer revision sessions, coaching and apprenticeships alongside the CII (Chartered Insurance Institute) exams across East Anglia. “The changes to apprenticeships in 2017 have seen Financial Advisory and General Insurance companies access a whole new government funded market to train the next generation of administrators, brokers, paraplanners and financial advisers.” James Miller – Commercial Director. More and more people are expressing an interest in the industry, and Skills Edge are running a new ‘Fresh Faces in Finance’ campaign next month which will provide financial services companies with direct access to a pool of fresh talent ready to help grow their organisations. Skills Edge also accommodate companies who want to upskill their existing staff. They provide them with the same opportunities to access CII

mentoring and apprenticeship opportunities as new recruits. At a time of growing uncertainty across the sector, introducing and developing skills within teams is a little thing, that makes a big difference to unlocking each organisations potential.

Skills Edge can be contacted via their website, email info@skillsedge. or telephone 03333 583559.


01603 261768

Bluebell Barn Annex, High Common, Hardingham, Norfolk, NR9 4AE




The East Coast Hospice is Access Diagnostic Tests charity of the year. The team at Access Diagnostic Tests has met the corporate fundraiser for the East Coast Hospice, Joanna Storey, and found out more about the hospice appeal and how they will be helping them this year. Everyone was very excited and looking forward to getting involved. The appeal aims to raise funds to build a hospice on the east coast of Norfolk at Gorleston, near Great Yarmouth. The land has already been purchased and they

are now in the process of raising the money to build and fit out the building. “This is a cause close to our hearts” company director Kate Garside said. “As myself and the other founding director are both doctors, we have seen how important the work of hospices are first hand, and believe this is a very worthy cause for us to get behind both personally, and as a medical supply company.”

Kicking 2018 off with a winning start. 34

JD Cooling Systems has kicked off the year successfully by winning another top industry accolade at this year’s National ACR and Heat Pump Awards.

whole cooling package to a diverse client portfolio – predominantly in the fresh and processed food/drink and pharmaceutical industries. John Dye, Managing Director said, “It has taken a long time to reach this stage and we have not lost sight that success is a journey, not a destination. I am proud that JD Cooling Systems has been recognised not only once, but twice as the best refrigeration and air conditioning contractor in the UK. This is down to the hard work and dedication of our close team who have all individually contributed in making us who we are today.”

JD Cooling Systems, with their Head Office in King’s Lynn, was crowned ‘ACR Contractor of the Year 2018’ in front of leaders from the refrigeration and air conditioning world who came together at The Titanic Hotel, Liverpool on Thursday 18th January to celebrate all that is good within the industry. The award is the second top award for JD Cooling Systems within a matter of a few months; the first being the ‘RAC Contractor of the Year 2017’ at the RAC Cooling Industry Awards in September 2017 – a rare success for a contractor to win both. The judges were impressed how JD Cooling Systems started out as a small local business and successfully expanded organically throughout the UK in a matter of a

few years – by focusing on people at the centre of everything – their employees and their customers. They are now recognised today as the best refrigeration and air conditioning contractor in the UK.

Established in 2000 by John Dye, the company now employs nearly 90 people across 4 regional offices in King’s Lynn, Scotland, Manchester and Bristol – with a turnover in excess of £20m - providing the

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JD Cooling will be hoping to continue their success throughout 2018, which will see them exhibiting at a number of events throughout the year, including FoodEx, Potatoes in Practice and the National Fruit Show. They will also be holding a number of seminars across the UK to provide information on the changes of HFC legislation and energy cost savings. For more information about these seminars, or JD Cooling Systems, please contact: 01553 767446 or visit

Norfolk Chamber of Commerce



Aston Shaw help staff fight winter blues with free lunches. Local accountancy firm Aston Shaw, provided its staff with free lunches throughout January in an attempt to keep the winter blues at bay. Staff based at Aston Shaw’s Norwich office in The Union Building, Rose Lane have been enjoying hot, freshly prepared meals at the Rooftop Gardens restaurant recently, courtesy of their employer. Mark Noakes, the firm’s Director behind the initiative, commented: “January can be a tough time of year for many, it’s cold, dark and summer feels a long way off. We wanted to keep spirits high, and what better way to do that than with good food? We have a restaurant on the top floor of our building, so it seemed a shame not to make use of it.” Just some of the hearty winter meals to be had by staff included Steak & Ale Pie, Beef Stew and Bangers & Mash. As staff looked forward to tucking in to a delicious free lunch each day, Director Mark Noakes quickly noticed a positive change in the office atmosphere: “Our offices have always had a positive energy about them, a unique vibe I think you would be hard-pressed to find elsewhere. This energy has been amplified over the past month and I think I speak for the majority of business owners when I say there are few things as satisfying as seeing your employees feel good about coming into work.” The free hot lunches proved such a success that Aston Shaw have decided to continue providing meals for staff at a subsidised rate, branding it the ‘Aston Shaw Staff Canteen’. Mark Noakes, added: “The response was so positive that we’ve decided to make the initiative a permanent staff benefit by continuing to offer meals at a subsidised rate, allowing staff to have a healthy, filling and nutritious lunch for around the same price point as a supermarket meal deal”. MARCH/APRIL 2018

Guy Ransom and Leanne Gill of Finn Geotherm collecting the Domestic Air Source Project of the Year Award

Finn Geotherm wins top national industry award. Attleborough-based ground and air source heat pump installer Finn Geotherm, has won a highly prestigious industry trophy at the National ACR & Heat Pump Awards 2018. The company was also highly commended for a second award. Finn Geotherm was awarded the Domestic Air Source Project of the Year Award for its installation at a detached home in Breckland, Norfolk. The project for homeowners Mike and Ellie was the second installation completed by Finn Geotherm for them, having already installed an air source unit in their old house. Mike and Ellie were so impressed with Finn Geotherm and the first air source heat pump they had, that they chose them again when they moved into a new home. Finn Geotherm was also highly commended within the Non-Domestic Ground Source Project category


for its district heating installation undertaken at 30 flats in Orchard Close, Watton for housing association Flagship Group. The sought-after National ACR & Heat Pump Awards celebrate excellence in innovation, projects, installations and environmental successes in the air conditioning and refrigeration and heat pump industries. They bring together manufacturers, end users, distributors, heating engineers, ACR contractors and consultants from across the country. Guy Ransom, commercial director of Finn Geotherm, said: “We are absolutely delighted to have won a National ACR & Heat Pump Award and to be highly commended for a second. We undertake every single installation with the utmost care and attention to detail to ensure that we deliver the best possible heating and hot water system – it’s the way we have always run Finn Geotherm. To win an award for a project which is the second installation we have completed for a customer is testament to the fantastic customer service, dedication and expertise of the entire Finn Geotherm team.”

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Norfolk Chamber of Commerce



You don’t build a business, you build people and then the people build the business – Zig Ziglar. Cassandra Andrews – the business

2018 in conjunction with Cranfield School of Management and Awards International at the Park Plaza in London. The awards recognise and celebrate organisations, teams and individuals who are achieving excellence in employee experience.​

I set-up my business ‘Cassandra Andrews’ last year in response to the overwhelming evidence that business performance can be increased through improved employee engagement. It is clear that not enough Norfolk businesses have employee engagement on their agenda, possibly due to limited resources, time and understanding, but I strongly believe that it should be as important to employers as is BREXIT!


With over 17 years’ experience as a Human Resources professional, I have supported senior teams with the engagement of their workforce through empowerment, development and respect; which in turn has built teams committed to the long-term vision and the profitability of the business. Working closely with new clients, I establish whether: n Their business is delivering the results they want n They know how to manage their employees for business success n They know how emotionally invested their employees are in their business In addition to providing a personalised action plan I can support clients on implementing the

Why Norfolk Chamber of Commerce? I started working with Norfolk Chamber of Commerce whilst launching ‘The Elms Business Space’ - a valuable income stream for a not-for-profit. They were able to offer valuable advice, support and opportunities to help us reach local businesses with our proposition. recommended solutions to achieve their desired results of a happy and engaged workforce.

The Founder – Cassandra Andrews I was born in Cambridge and live in Norfolk. Outside of work I am fanatical about the theatre, enjoy time at the coast walking and more recently have become a runner! My HR experience has been gained in both the private and not-for-profit sectors across the UK through a wide range of industries including retail, manufacturing and care. I spent eight years managing my own recruitment business and

also successfully launched and owned a food produce business. Consequently, I understand the operational and financial pressures of running your own business. My passion for employee engagement and making a difference has grown since I designed, implemented and led an engagement programme for one business which was linked to their core vision and values. This led to them winning a regional business award for ‘Employer of the Year’ 2013 and remaining a finalist for 2014. I​ am extremely proud to have been invited to judge the prestigious UK Employees Experience Awards

Breakfast is better with a friend. Special offer for our early bird members who enjoy starting their day at our ever popular business breakfasts. Bring a friend along with you and you will both receive a free place at the event, which includes full English breakfast to fuel the day ahead. We hold business breakfasts each month across Norfolk on a variety of topics with interesting guest speakers as well as networking opportunities, allowing you to make those all-important contacts for your business. You can view a list of upcoming breakfast here: To redeem your voucher call 01603 625977 or email with you and your guests details quoting the code below. The guest must not be a member of Norfolk Chamber.

Promotion through Norfolk Voice, the Norfolk Chamber website and LinkedIn page has certainly helped to establish the above business venture. I certainly found last year’s B2B Exhibition at Norwich City Football Ground a worthwhile event to attend, which resulted in many new leads. As I embark on my own new business venture, I know that the Norfolk Chamber is an important business partner who is invested in helping me to set-up and succeed. In addition, they offer great training and networking with the right exposure I require to link to new and different business types.

Be part of Norfolk’s premier business network - join today norfolkchamber.

Norfolk Chamber of Commerce




Data centre joins select group of innovative and ambitious businesses. The Eastern region’s only worldclass commercial data centre has been chosen as one of the 50 most exciting and promising businesses in Norfolk and Suffolk to watch over coming years. Norwich-based MIGSOLV have joined the Future50 list of bold and bright businesses chosen by local publishers Archant and sponsors including Barclays, the UEA and Lovewell Blake. “This is great recognition for our whole team” says David Manning, MIGSOLV’s Managing Director. “They’ve worked hard to deliver a first-class service, allowing our customers to achieve their own goals, whilst we protect their data. It’s a well-deserved accolade for everyone.”

MIGSOLV’s Gatehouse data centre in Norwich is the region’s only purpose-built commercial data centre, providing space, power, cooling and physical security for organisation’s computer servers and IT equipment. Renovated at a cost of £12 million in 2012, it helps businesses increase their resilience by protecting their data against threats including terrorism, power failure and extreme weather. The Future50 list details companies large and small who stand out as the most innovative and ambitious in the region. Those on the list will gain access to business support and become part of an exclusive group of businesses aiming to help each other succeed. MIGSOLV joins a number of digital and creative businesses demonstrating the growing technology sector in Norwich and Norfolk. “As well as technology businesses, our region is home to companies of all types simply using IT to do what they do better” adds David. “We

give their data the safest and most flexible home whilst they get on with being successful and contributing to the local economy.” Primarily used for colocation, the data centre is home to computer servers and hardware owned by businesses themselves. As part of MIGSOLV’s 2018 plans, they are looking to launch a range of managed services providing ‘pay-as-you-go’ data storage so smaller businesses can protect and grow their data with ease. “Future50 is a great opportunity to gain exposure and showcase what businesses in the East can do” concludes David. “As our role is to protect business’s critical data, we’re looking forward to helping ambitious businesses both on and outside Future50 to realise their own goals with peace-of-mind.” More information can be found at

Dean Wetteland new Norse Group Managing Director as Mike Britch retires. Mike Britch has announced his retirement after more than 25 years’ service as Managing Director of NPS and Managing Director of Norse Group. Dean Wetteland, Managing Director of Norse Commercial Service, the largest company in the Norse Group, has also been appointed as the new MD of the Norse Group. Mr Britch said: “The past 25 years have been hugely fulfilling and exciting from when I first joined Norfolk County Council as Managing Director of NPS Property Consultants Ltd, to becoming MD of the Norse Group in 2006 right through to the present day.


“I am sure Dean can build on the success of the Group. Over the next 6 months I will be very happy to play my part helping to make the transition a smooth one for all concerned.”

“I would like to thank Mike for the great contribution he has made to the success of NPS and the Norse Group over many years. Mike leaves the Group in a very strong position and with a very bright future.

Chairman of the Norse Group Board, Tom McCabe, paid tribute to Mike Britch’s strategic leadership of the Group and the contribution he has made to its success over many years, saying:

“As a board member Dean Wetteland already knows the companies well and I am very confident he will successfully lead the Group to future success. Mike’s continued assistance, over the next six months, will help make the transition as smooth as possible.”

Dean Wetteland




The East of England: fertile lands and waters for energy market evolution.

The development of the Southern North Sea to extract gas was a defining industrial revolution for the East of England. This commenced in the 1960s and laid solid foundations for the development of expertise, skills, knowledge, infrastructure, innovation, products and services provided by the regional energy supply chain; it currently supports Oil and Gas, Nuclear, Offshore Renewables, Onshore Renewables, Power Generation and Cleantech sectors. This is a valuable portfolio and we need to nurture our region’s intellectual capital to meet the challenges of new energy sources and solutions alongside geopolitical landscape changes.


Our coastline is hosting a new industrial revolution: Offshore Wind. It is home to the largest and densest developments of turbines worldwide. The region’s supply chain has evolved its offering and innovations to meet the planning, engineering and logistical challenges connected with these developments. The sector is reaching maturity but still innovating; we have the potential to export our capabilities worldwide. There will also be new challenges to address as sites require long term environmental monitoring, remediation and eventual decommissioning or re-powering (the installation of new plant). The established hydrocarbons industry has suffered of late due to large fluctuations in the oil price. This has had serious ramifications for some of our region’s companies, adversely affected by the slowdown in offshore development. There has been some opportunity including re- sectoring e.g. offshore wind or civil engineering, translation of existing services to address decommissioning challenges and addressing new ways of working through innovation and collaboration to reduce costs. Recently, the oil price has rallied and activity is starting again; the challenge for the region’s supply chain is readiness. EEEGR operates a number of Special Interest Groups (SIGs) to support the regional energy sector and its supply chain. The main aim of these SIGs is to capture the specialist knowledge of the region and meet the planning, engineering and logistics challenges, and maximise the economic recovery of energy developments. Currently, EEEGR operate four SIGs: n Late Life and Decommissioning; n Marine; n Offshore Wind; n Southern North Sea (SNS) Rejuvenation.

SNS Rejuvenation Special Interest Group Oil & Gas with Renewables Synergies Work Stream

Gas to Wire

TiGRE CONCEPT Power Generation Platform 400kv


Offshore Offshore Substation 132kv

Transmission Network



OFTO Onshore

33kv Offshore Wind Farm

Image Credit: R. Hastings Indigo Power Ltd. Power-to-gas: Wind farm is partly used to power the facility and reduce emissions/ reduce consumption of the diminishing gas reservoir.

Integral to the work of these SIGs is new ways of operating for economic benefit. The SNS Rejuvenation SIG and Offshore Wind SIG are studying closer collaboration between two industries, including sharing of logistics, and gas-to-wire and power-to-gas (see figure above). SNS Rejuvenation SIG will also be examining best practices for extracting ‘tight gas’ (residing within low permeability reservoir rocks) to maximise economic return in the SNS basin. These work streams are all prime examples of the evolution of the energy industry. The electricity generation market is facing its own step change. Marine power interconnectors connect the UK with mainland Europe and create a flexible market between countries who may have surplus electricity to sell. Within the UK the power network, it’s planning and development will evolve to provide a


capable grid in the form of a smart grid. The UK will enhance the power generation portfolio with new build nuclear; within our region the Sizewell C and Bradwell B projects are now on horizon. A new opportunity for our regional supply chain, and a new direction for skills development within the region. Sizewell and Bradwell benefit from a previously engineered grid, but other generation developments both onshore and offshore will need to be accommodated. EEEGR are proposing to form a SIG to address this topic with stakeholders. Electricity and its consumption is vital to our economy. As markets develop we will see an increasing generation mix and consumer base. The generation mix will encompass large scale renewables such as solar farms, hydroelectric, bio generation, tidal,

onshore wind, offshore wind, as well as small scale domestic PV panels, hydroelectric and wind turbines. Consumption will power new tech such as electric vehicles. A smart grid is needed that can convert these differing inputs and load balance to meet demand at different times of the day in different localities. Alongside this challenge, there is the development of battery storage to capitalise on surplus electricity ready for later consumption by the smart grid. We may face complex yet interesting challenges, but EEEGR envisages opportunity for regional energy producers and the supply chain. In the face of a changing geopolitical situation, our region is well placed to contribute to the energy security of the UK, and also export its learnings worldwide.



Funds available for energy efficiency projects – reduce carbon and save money. So far Business Energy Efficiency (BEE) Anglia have awarded 44 businesses across Norfolk & Suffolk £208,076 in grant funding for various energy efficiency projects (totalling £766,000) including radiant heating, vehicle tracking, wood burner and lighting. Any energy efficiency measure will be considered, approval will be based on being able to demonstrate sufficient associated energy savings.

The BEE Anglia project is funded by the European Regional Development Fund and is being delivered across the region through a partnership of Groundwork, Norfolk County Council, NWES and Suffolk County Council. To date the project has reviewed 513 organisations and identified cost savings of £3,250,000 (£6,335 per business), and carbon savings

of 27,000t (52t per business). The savings identified are the equivalent of taking 17,700 new cars off the road a year. The project has three core offers that have been designed to help businesses reduce carbon and save money using independent advice (FREE Energy reviews), grant funding (up to £20,000) and

recognition for their efforts (Carbon Charter accreditation). If your organisation is interested in the service, register your interest online or call Groundwork on 01473 350370. Our dedicated advisors will be able to answer any queries about eligibility for the programme or potential grant projects.

“Without the grant funding from BEE Anglia I wouldn’t have been able to purchase as many new vehicles all at once, knowing that the vehicles are much more energy efficient the fuel savings are immediate – it’s a win win situation! All the BEE Anglia team are so helpful through the whole process I would thoroughly recommend.” Mark J. Streeter, Managing Director, Courtesy Taxis, Norwich.




in grants available towards energy efficiency measures*

• Claim up to 28% of the overall project cost • Up to £20,000 • Available for any energy efficiency improvements

The energy efficiency hive for Norfolk & Suffolk businesses Help your business to

Funded by

CUT COSTS AND CUT CARBON or call 01473 350370 *

Eligibility criteria, terms and conditions apply




SSCS Subsea.


Seabed Scour Control Systems Ltd. Seabed Scour Control Systems Ltd is acknowledged as the World Leader in the provision of Frond Scour Protection Systems for the global Oil and Gas and Renewable Energy Industries. SSCS was established in the early 1980’s to meet the demand from the Offshore Oil and Gas Industry to address the impact of seabed scour on platforms, pipelines and similar subsea structures installed initially in the UK North Sea. SSCS has since extended its marketing area of operations worldwide and from its headquarters in Great Yarmouth is meeting customer requirements in the Far East, Middle East, the USA and China and now also supplies the field proven SSCS Frond Mat system into additional markets including offshore wind. Recent projects utilising the SSCS Frond Mats include ongoing works in China for SINOPEC and CNPC, as well as our current involvement with

the development of the East Anglia One offshore wind farm found much closer to home.

structure which can cause holes in the seabed and weaken the turbine’s foundations.

ScottishPower Renewables is testing the suitability of the SSCS Frond Mats for use around the jacket foundations on the turbines at its 102-turbine East Anglia ONE wind farm. They are being tested at different scales, including using small-scale replica models that were produced and supplied by SSCS at the HR Wallingford testing facility in Oxfordshire.

Currently developers often use small rocks and boulders to perform this task which provide temporary protection, but SSCS Frond Mats providing a permanent solution could make the process more accurate and reduce costs, whilst reducing the footprint of the protection on the seabed and significantly reducing / eliminating any negative environmental impact associated with other methods of protection.

The technology mimics seaweed and sea grasses by slowing down the flow of water at the base of the turbine. This protects against damage from scour, which is the transport of sediment (sand in this instance) in the sea around the

Charlie Jordan, project director of East Anglia ONE, said: “We are keen to invest in technologies that have the potential to increase efficiency at the same time as reducing costs.

SSCS Frond Mats “Turbines need to be protected in a harsh marine environment, and although it is early days for frond mats, we are encouraged by what we have seen so far.”

“Turbines need to be protected in a harsh marine environment, and although it is early days for frond mats, we are encouraged by what we have seen so far.” Charlie Jordan, Project Director of East Anglia ONE NORFOLK VOICE • THE MAGAZINE OF NORFOLK CHAMBER OF COMMERCE AND INDUSTRY



SSCS Lifting.


SSCS Lifting operates as a Division of Seabed Scour Control Systems and combines expertise with many years experience and are not only manufacturers and suppliers of Lifting Products but additionally offer a genuine problem solving capability for all lifting and lashing problems covering every area of Testing and Certification. SSCS Lifting is approved to DNV 2.7-1 for the manufacture of Lifting Sling Assemblies for Offshore Containers as well as being full members of the LEEA (Lifting Equipment Engineers Association). Testing and Certification work is supported by a fully computerised certification management system, which maintains a comprehensive client database with records of each individual item of equipment provided or tested which can be used to compile Factory, Site, Vessel, Rig or Platform registers on Disc or Paper. All certification is accessible from the company website at

MARCH/APRIL 2018 which provides clients with 24/7 access to their certification. The Company has worked in the Oil & Gas, Diving, Industrial, Defence & Agricultural industries for many years with both Supply and Hire of lifting equipment to support these operations. More recently, this experience and knowledge has been utilized in supporting the Offshore Wind industry for both UK and overseas windfarms. Extensive work has been undertaken to provide products to the Norwegian sector which comply with the strict requirements of the NORSOK standards.

A range of available test equipment can offer both on-site and a call out service to inspect, test and certify lifting equipment and machinery. Additionally, Non-Destructive Testing (NDT) including Magnetic Particle Inspection (MPI) and Dye Penetrant (DP) and other forms of NDT including Visual Weld Testing (VT).

You can call us on: 01493 443380 Or e-mail us at: For further information visit:

Specialist equipment in this sector includes: Wire rope presses – from 40 tonne to 600 tonne capability; 100 tonne grade “1” horizontal test bed; 60 tonne jack test rig; various mobile gantries; 10 tonne chain block test rig and a 45 tonne overhead test gantry.



The digital revolution for oil, gas and renewables. For those with their ear to the ground, any article or comment on the present or future of the Energy industry is almost guaranteed to reference the role of data and digital transformation. Global accountancy firm Deloitte recently highlighted the importance of data in their ‘2018 Outlook on Oil & Gas. “Actually, it could mean the difference between thriving, surviving or just not making it” said Deloitte Executive, John England.


So, what makes digital data so critical and how can companies in and around the Energy industry take advantage? Dominic Boullé, Energy Sector Specialist at MIGSOLV, the East of England’s only world-class data centre, sheds some light on the solutions their customers are finding.

Why is data so important to Energy? “The greatest impact on the Energy industry is the sheer quantity of data now available. There is an almost infinite supply of data on behaviour and performance, for everything right down to individual people, processes and machines. The ‘Internet of Things’ is interconnecting more devices than ever for energy consumers and producers. Throughout the supply chain a bewildering array of sensors now capture and report information that is hugely valuable to those who know how to exploit it. Smart businesses in and around the energy sector are turning this data into a competitive advantage, helping them to improve results or spot the next innovation. Those who aren’t are frequently finding themselves behind the curve.”

What can businesses do to take advantage? “Many businesses are able to create opportunities by looking to the past, as well as the future. New technology and fresh competitive pressures are helping

businesses analyse the data they’ve already accumulated. In energy, this is being applied to everything from exploration and production, to supply and customer service. The advantages are there for those who gather, protect and value their data.”

What’s the first challenge? “The first challenge has to be protection. With international infrastructure, global relationships, terrorism and even state-sponsored cyber threats, everyone from consumers to governments are looking for increased reassurance that the Energy industry is protected. Regardless of size, even the smallest companies within the supply chain need to provide assurance that their IT systems and security aren’t going to be the weaklink that compromises others. That’s why so many are moving their data storage out of vulnerable offices into a highly secure data centre like MIGSOLV’s.”

What about connectivity? “Data is now more fluid than ever. At MIGSOLV, we’ve seen a notable increase in businesses looking for better connectivity, as well as protection.


Energy is perhaps one of the world’s most interconnected industries and even small supply chain businesses now need to access the open and closed networks larger players rely on for communication. Our customers want to know they can scale their data and seamlessly integrate with others. Being at the forefront of global connectivity is not just important but increasingly a matter of survival.”

How can MIGSOLV help? “Our data centre is a maximumsecurity building in which we provide space, power, cooling and connectivity for businesses’ servers, data storage and other IT systems. Whether housing an organisations primary IT infrastructure or a disaster recovery backup, we protect their data from threats including theft, terrorism, extreme weather and flooding. Despite the high-security, customers still retain 24/7 physical access to their IT and can visit the site at any time. In addition, we always have highly trained and experienced staff on site to enact maintenance and make changes on our clients’ behalf. We also provide unique access here in the East to major global carriers and networks, so our clients can be part of vital international communications.”

Who do you help? “Being in Norwich, we’re uniquely positioned to be highly accessible for the Oil & Gas, Nuclear and Renewables industry all along East Anglia’s Energy Coast. We’re just 20 miles from Great Yarmouth. We can create the perfect data centre solution for any business involved in the energy supply chain and assist all tiers from major producers to small local companies delivering niche services. We protect terabytes of vital data, helping businesses get more from their data and providing them with the invaluable reassurance of data-security for their customers, partners and stakeholders.”

About Dominic Boullé With over 24 years in oil and gas, Dominic has managed data centres for companies throughout the Energy industry. Dominic joined MIGSOLV in 2017 to help serve an increasing number of energy related customers. He has a wealth of experience ensuring critical data is always safe and accessible, for 24/7 global use. For more information, visit www. or contact Dominic on 01603 510323 for a chat or to arrange a viewing of the data centre.


Energy&Offshore Cyber crime – A constant threat to your business. Over the past year there have been some very high profile cyber attacks on organisations in the UK, the most infamous being that which infected the NHS in May 2017. It is not thought that this attack was originally targeted at the NHS, in fact most cyber attacks are random, exploiting email systems and insecure networks wherever they can be found. Therefore you should not think that smaller organisations fall under the threat radar. In fact the risk of cyber attack is growing and far reaching. Many of these threats are known as ransomware attacks where your data, whether it be the files on your PC or your customer database on the server are encrypted, and a ransom, usually in Bitcoin, is

demanded before you are given access again. Key to the recovery from these attacks is a good backup procedure and a disaster recovery plan. However, very few businesses have either and even more have never tested their backup system. In these cases, you may have to engage with criminals with little hope of ever getting your data back. Other threats involve the theft of data, in many cases sensitive personal identifying data of your clients, suppliers and employees.

In these cases, it may not be something as headline grabbing as a cyber attack, it could simply be careless protection of data on a PC that was left on a train.

threats, advice on PCI and GDPR compliance and disaster recovery contact CloudSpark at or call 01603 673160.

Under the new GDPR regulations, Directors of companies which process personal data (including CCTV recordings) will need to take a much more robust approach to personal data management and cyber risk to avoid finding themselves exposed personally.

CloudSpark Solutions Ltd provides a complete range of IT solutions from cloud computing support and development, security and disaster recovery advice to fully managed traditional IT Support.

For more information on protecting your business from cyber security

Committed to The Process of Excellence


Established in 2004, SITEK Engineering is a highly sought-after provider of design, installation and maintenance personnel in the electrical, instrument and control industries both onshore and offshore. SITEK Engineering is a people business that strives to deliver ground-breaking levels of service, working hand in hand with customers to ensure that the right people implement the right job, on time, to budget and to the highest quality and safety standards. SITEK’s all-weather training facility, based just a short distance from Norwich Airport and Heliport, is a key provider in specialist training. SITEK offer a range of industry-specific courses with a key focus on S-CAPE Emergency Evacuation training and DONUT Safety System training. SITEK are also able to provide a certified trainer to carry out training on platforms at our client’s request.

For more information contact us today on 01603 866866 or email Training Advertisement.indd 1 MARCH/APRIL 2018


Diary Dates. Networking Events South Norfolk Business Breakfast Where: Park Farm, Hethersett, Norwich When: Wednesday, 21 March, 08:00 to 10:00 Join Norfolk Chamber for our business breakfast in South Norfolk. Make new contacts and catch up with existing ones as you network over a delicious breakfast. We will also be hearing from Lisa Collen, Director of People at Flagship Group who will be discussing how they have introduced various ways to enhance the employee experience.

Great Yarmouth Business Breakfast


Where: Great Yarmouth Racecourse, Jellicoe Road, Great Yarmouth When: Thursday, 19 April, 07:30 to 09:30 Join us for a morning of business networking over a delicious breakfast. Make new contacts and catch up with existing ones. This breakfast event is perfect for businesses looking to broaden their network contacts.

Connecting Businesses in West Norfolk Where: King’s Lynn, venue TBC When: Thursday, 26 April, 11:00 to 13:00 Join businesses in West Norfolk for a special lunch event that is free to attend. This is your chance to connect with other businesses in the region and find out what value Norfolk Chamber can add to your business.

Norwich Business Breakfast Where: Norwich When: Thursday, 24 May, 07:30 to 09:30 Norwich Cathedral will be providing a stunning backdrop for this Norwich Breakfast. The theme of this breakfast is all things ‘bike’ – whether you’re passionate about bikes, both petrol and road, or if you are just looking to network with fellow Norfolk businesses, this will be for you. We will be hearing from Matthew ThomasKeeping, Operations Manager at OFO who will be presenting the story behind their exciting sustainable travel solution, in the form of the yellow bikes you may have seen around Norwich.

HR Forum HR Forum Where: Holiday Inn, Ipswich Road, Norwich When: Wednesday, 20 June, 14:00 to 17:00 Our experts will provide you with an afternoon of in-depth knowledge essential to any business. This comprehensive and practical HR Forum, will review forthcoming legal reforms and identify how these changes will impact on local businesses. It also includes an employment law surgery providing an opportunity for delegates to ask questions about topics that matter to their own organisations.

Special Events GDPR Conference Where: The Space, Norwich When: Tuesday, 13 March, 09:00 to 12:30 This March Norfolk Chamber are set to deliver a new event for Norfolk businesses based around GDPR. European General Data Protection Regulation (GDPR), will come into force on May 25 2018. It will change how businesses and public sector organisations can handle the information of customers.

business’ use of innovative tech to improve productivity and ultimately increase revenue. The event will feature a range of expert speakers from different technological businesses and backgrounds, featuring live demonstrations, talks and workshops to inform you of how you can improve your technological knowledge and how it can improve your business.

The B2B Exhibition 2018 Where: Norwich City Football Club When: Thursday, 11 October, 10:00 to 16:00 The region’s premier business to business exhibition. Returning year on year, this unmissable event brings together the finest business minds in Norfolk and beyond for a day of unique networking opportunities, training and meetings of businesses large and small.

For more information, to see a full list of upcoming events, or to book visit: norfolkchamber.

Talking Technology 2018 Where: The Space, Norwich When: Wednesday, 19 September, 08:30 to 14:00 An interactive conference aimed at raising awareness of available technologies in order to support


Norfolk Chamber of Commerce


MemberNews ChamberEvents

GDPR conference.

We have four GDPR experts joining us for a morning conference that will highlight the key issues facing businesses when the General Data Protection Regulation act takes effect in May 2018. There are already over 250 Norfolk business members booked on – so it’s looking to a very busy event indeed! Our speakers will endeavour to diffuse any confusion or nerves surrounding the act, which is set to alter how businesses operate and communicate with both their current and potential customers. We have Alex Saunders joining us from Leathes Prior who will focus on the legal framework of the regulations, providing a brief bulletin of the key steps businesses need to take, particularly focusing on how to acquire consent from your customers to hold their data. An experienced marketing expert will address the challenges of marketing out to customers but also how

Join us at The Space, Norwich on Tuesday 13th March to discuss all things GDPR. If you are interested in coming along please email: hello@

it should be considered an opportunity to be creative with communicating with customers. We will also be hearing from Darren Chapman from Cyberscale. Darren is a Cyber Security expert and will be covering the practical steps businesses need to take in order to ensure they are compliant with GDPR principles, stressing the importance of a robust Cyber Security strategy. Speaking on behalf of Breakwater IT, John Gostling will explore how to ensure any data a business holds is stored securely in order to prevent a breach which could put customer data at risk.


Norfolk Chamber of Commerce

B2B Exhibition 2018 Early Bird Offer Open. The region’s premier business exhibition returns to Carrow Road on Thursday 11 October 2018. The exhibition offers Norfolk businesses the chance to raise their profile, make new connections and show what their business can offer. Last year’s exhibition was our biggest ever with over 100

exhibitors and 750 visitors that were keen to find new products and services that can benefit their business, share new ideas and explore new opportunities. Businesses can save £50 on the cost of their stand if they book by Friday 25 May with our ‘early bird’ offer. Booking early also means you can secure your preferred stand location and get the greatest exposure for your business by being listed on the event webpage straight away.

Visit to find out more and book your stand.


Norfolk Chamber of Commerce


Expert, affordable courses and free training. Business Training. Chamber Training offers a wide range of training solutions to help you unlock the potential of your workforce and boost your business performance. Essentials of Email Marketing 06/03/2018, 13:00 to 16:30 Holly Stibbon, 101 Ltd


This course will arm you with the knowledge you need to create email campaigns that deliver measureable results. Learn how to plan, develop and refine your email marketing strategy and evaluate your return on investment.

Finance for Non-Financial Managers

How to Improve Your Sales Success

How to Succeed with Paid Social Media Advertising

15/03/2018, 09:00 to 12:30

05/04/2018, 09:00 to 12:30

24/04/2018, 09:00 to 12:30

Julian Hammond, TIPS for Good Management

Matt Sykes, Salescandence

Michael Townsend, Wolf Digital Marketing

This course aims to give you the basic knowledge about how financial controls work in a UK organisation including how to understand basic reporting such as Profit & Loss statements, balance sheets and cash flow.

The biggest challenge faced by every SME is that they don’t have enough leads coming into their business. The second is that when they do arrive, they aren’t always able to easily convert these leads into customers. This course is designed to help you understand how to address those two problems.

This half-day training course will give delegates a practical insight & actionable strategies into running paid adverts on the big 4 social ad platforms – Facebook, Instagram, Twitter & LinkedIn.

The Art of Networking

Building Rapport with Clients

Engaging Writing for Business

27/03/2018, 09:00 to 12:30

17/04/2018, 09:00 to 12:30

01/05/2018, 09:00 to 12:30

Ian Hacon, Yellow Brick Road

Ermine Amies, Sandler Training

Huw Sayer, Business Writers Ltd

This half-day course will give you some fantastic tips and techniques to get the best from networking events and help you overcome any fear and anxiety they may have about them.

This course will help you develop your rapport building skills in an engaging and entertaining way. You’ll find it valuable if you don’t know anything about rapport building or are already really skilled at it. You will get some serious insights you can put into action straight away.

Do you find business writing a challenge? Are you struggling to pick the right words for your ideas? The aim of this course is to help you make your words work harder. This isn’t a grammar or spelling lesson – or an SEO class. Instead, we’ll focus on your audiences, how to write for them and what to say.

To book your place on a training course visit


Norfolk Chamber of Commerce


MemberNews ChamberEvents Chamber Sessions. These free bitesize one hour workshops are delivered by our expert Chamber members for our members at our Norwich office. Be Better at Building High Performance Teams 09/03/2018 Roger Pemberton, Action Coach

International Export Training. Delivered by experienced trainers, these courses are specifically designed for staff involved in exporting and/or importing good to and from the UK. Most International Trade courses are BCC Accredited. E-zCert Workshop 07/03/2018, 09:30 to 12:30

Letter of Credit/Methods of Payment

This half-day workshop will show you how to apply for your documents online taking you through every step of the application. We will also show you tips and tricks to save you time and money.

11/04/2018, 09:30 to 16:00

Import Procedures

Agents and Distributors

08/03/2018, 09:30 to 16:00

02/05/2018, 09:30 to 12:30

This full-day course will explain import documentation and give knowledge of the key elements of important procedures, including where to go for sources of information and assistance. It will also cover how to comply with customs procedures.

This half-day course covers the vital area of agency and distribution. It examines the differences, EU legislation, and finding, appointing and motivating your partners and highlights the pitfalls and costs.

Incoterms 2010

Inward and Outward Processing Relief

29/03/2018, 09:30 to 16:00 As international trade becomes increasingly more complex, universally used rules are essential to avoid misunderstandings and costly disputes. This course looks at the rules from a practical point of view and explains all the costs, delivery and risk implications and where to go for more help and information.

This full-day course aims to provide delegates with knowledge and understanding of procedures involved to ensure they are paid for their goods. Can you describe the four main methods of payment and three types of letters of credit? With over 75% of letters of credit being rejected on first presentation to the bank, companies want to be able to avoid the extra costs involved.


Developing Your Website For International Markets 14/03/2018 Tom Fleetwood, SocialB The session is designed for businesses who have a website and want it to expand their target audience and be found internationally. You will learn the key components to a successful international website strategy and share the easy to understand process you can use to successfully generate enquiries and sales online.

Improving Your Digital Strategy

02/05/2018, 13:00 to 16:00 This half-day course helps companies work through the process of applying for authorisation and informs you of the information required internally to ensure a good audit trail so that returns are completed on time.

To book any of the training courses please visit

How often do you find yourself thinking, How do I make my team more effective? This session will cover the six steps to creating a High Performance Team and leave you with strategies you can employ with your team so you don’t need to think that again!

Norfolk Chamber of Commerce

22/03/2018 Michael Townsend, Wolf Digital Marketing This session will inspire & provoke discussion in the room amongst delegates. Learning from my previous Chamber Sessions, we will look at a few key digital elements that will help delegates to create or improve their digital strategies as we move into 2018.

10 Great Ways to Fail at International Business Growth 04/04/2018 Tom Bool, Integro Languages International growth for businesses is hard to achieve. It’s risky, costly and can put many businesses well outside of their comfort zone. But then again, every advisory body out there right now is telling us all to export. In this session you will learn the many risks and the key causes of failure in international communication.



NewMembers Anglian Radio 01603 703300 Media

Apple International Inc Ltd 01508 533180 Manufacturing

Birchwood Energy Ltd 01603 754112 Energy

Buttle Consulting and Training 0755 2020 737 Coaching & Mentoring

Catherine Hodds Consulting Ltd 07870 222 332 Consultants

Cneqt DNA Limited 08081894414 Consultants

Department for Work and Pensions 01473 267787 Public Services

Eastern Landlords Association 01603 767101 Housing Associations

Hill Coaching Company Ltd 01603 567794 Coaching & Mentoring

House of Luxe Design 07860 686738 Interior Design

Liquid11 Limited 0844 8843000 Telecommunications

Mapus-Smith & Lemmon LLP 01366 383300 Financial Services (Accountants)

Norwich Study Centre 01603 619091 Educational Service

One Training Solutions 01553 692891 Training Providers/Services

Online Surveying Solutions Ltd 01603 568609 Digital/Tech

PAWS Print and Promotional 01508 530327 Marketing

Select Office Furniture 01284 767670 Office Supplies/Equipment

Simply Drug Testing 01328 853412 Medical

Synergy Positive Ltd 01603 963974 Consultants

The Event Team ltd 01508 483833 Events Management

Total Access Health 07599 717196 Health Services (inc Private)

Veritas Fire Support Services 07831 222767 Fire Safety Consultants

Vulcanic UK 01603 340015 Heating/Plumbing Suppliers

Wavin Limited 01249 766600 Industrial




Meettheteam Buy Local Norfolk 01603 700474 Business Services

Cassandra Andrews 07544 386818 Coaching & Mentoring

FLX Legal 07966 787353 Legal Services

Goldcrest Engineering Technologies Ltd 01366 383398 Engineering

Matrix Telematics Ltd 01614 411001 Telecommunications

Mountain Wolf Digital Marketing Ltd 01603 280 466 Marketing

Jake Burns

Membership Advisor

49 Proeon Systems Limited 01953 859 110 Engineering

The Gazette 03332 002434 Publications

WellBeing International Ltd 01379 677335 Health & Wellbeing

REEF Recruitment 01603 752545 Recruitment

Thespis Theatrical Costumiers Ltd 0333 666 0633 Health & Wellbeing

What is your role at the Chamber? I am Membership Advisor here at the Chamber which means that I am responsible for assisting businesses to get the most out of the Norfolk Chamber. I am the point of contact for all of our members who are looking for advice, sign posting or simply looking to access a service we offer.

What are you hoping to achieve in 2018? In 2018 the main focus is to understand our members in greater detail than we ever have before. For us to look to support businesses in the best possible way we need to know as much about what they offer, their aspirations and obstacles as possible.

What are you most excited about in the coming months? I am very excited about our GDPR conference coming up especially as I believe there are now over 250 businesses


attending! I am also really looking forward to helping restore Thurne Mill in an ethical business networking event hosted by one of our members (details on the website). But most of all I am looking forward to meeting and catching up with more members over the coming months.

Super power? I think the super power I could benefit most from would be being indestructible as I am someone who’s broken a lot of bones and injured myself many times as a teenager and now with 3 boys to cope with, being indestructible would certainly help!

Hobbies Aside from spending quality time with my wife and kids, my hobbies are the typical ‘Dad stuff’ - making and fixing things the kids break and creating delicious meals from scratch, in particular Italian and Thai dishes. I also keep rare tropical fish and have a real passion for freshwater ecology and marine biology.


LastWord Name: Tricia Fuller MBE Position: Group HR Director Company: Norse Group I joined Norse Commercial Services in 1990 as Personnel Manager having spent my career in retail up to then. The company was quite small and just starting. My intention was to stay for four to five years to get some local government experience but as the company expanded so did my career.

50 What you do in your organisation…

pioneered this joint venture model and it continues to succeed; a new venture with Daventry District Council is launching this June.

I am the Group HR Director with responsibility for the strategic direction of our people, making sure that the business has the right skills to develop and grow.

Briefly tell us about your business? Started in 1989, Norse Commercial Services is a £200 million turnover company, employing over 8,500 people country-wide, our HQ is in Norwich. It’s part of the Norse Group which has a property consultancy arm, NPS Group, who will work more and more closely with Norse Commercial Services in the future, and a care provider, sister company called NorseCare. Norse Commercial Services provide contract services including Facilities Management, Cleaning, Catering, Environmental Services, Waste Collection, Transport, Building Maintenance, Care Equipment, Engineering, Printing, Grounds Maintenance and Security to a wide range of public and private sector clients and operate 16 joint ventures with local authorities. The business has very much

How many employees do you have? The Norse Group has over 10,000 staff.

What has been your greatest success to date and why? To leverage the organisation resource and champion The Norse Way, our social responsibility strategy with great support and community spirit from our staff. The Norse Way focus has been on strengthening the communities we work in, improving skills, being dementia friendly, kind to the environment and buying locally and sustainably. I am especially proud of our work on inclusion programmes; for example Project Search where we take up to 12 students for a year. These students have learning difficulties and after a year with us almost 70% go on to employment. This is well above the national average for getting people with learning difficulties into employment.


I was delighted to personally be awarded an MBE recognising this work in the recent New Year honours.

What is the next challenge for your business and how will you achieve it? The next challenge is to merge our property and commercial services businesses, NPS Group and Norse Commercial Services. We increasingly offer joint solutions to partners and it makes sense to merge both companies. It’s not a short-term fix and will take considerable time but starting with our Support Services, which includes HR, we intend to work through this change in a methodical and consultative way. MARCH/APRIL 2018


3 C O U R S E S £ 3 7 . 5 0 • F R E E PA R K I N G L O C A L LY S O U R C E D F R E S H F O O D 3 C O U R S E S £ 3 7 . 5 0 • F R E E PA R K I N G


01603 218705

01603 218705

Norfolk Voice 45  
Norfolk Voice 45  

Covering all of the major business areas in Norfolk (Norwich, Great Yarmouth, King´s Lynn & Lowestoft). Norfolk Voice showcases the very bes...