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Steeles Law called in to Wymondham based communication solutions provider and fellow Chamber member APR Telecoms on Friday to deliver the champagne prize won through its Norfolk Show business card draw.

Steeles Law Business Development Executive Matt Reed presented the bottle to Matthew Coe, who is part of the executive team at APR Telecoms.

This year’s Show saw Norwich, Diss and London based firm Steeles Law increase its presence at the event, with a spot in the new All About Business networking marquee, in addition to its continued sponsorship of the bandstand.

Insight6 is a leading customer experience specialist operating across the UK and Ireland, and we’re helping Norfolk businesses capture meaningful customer feedback and drive measurable improvements with our powerful online platform: ‘instant insight’.

Understanding what your customers truly think can be the difference between growth and stagnation. Yet many businesses struggle to gather timely, actionable feedback that goes beyond simple ratings to reveal genuine insights about the customer journey.

Real-Time Feedback That Drives Action

‘instant insight’ is designed by customer experience (CX) experts specifically to help businesses collect and analyse customer responses as they happen. The platform goes beyond basic surveys to deliver:

• Industry-leading response rates – With an impressive 23% response rate across all clients, businesses can be confident they’re gathering enough feedback to make informed decisions
• Mobile-optimised surveys – Smooth performance across all devices ensures customers can easily share their views
• Net Promoter Score (NPS) integration – Track the world’s most recognised customer satisfaction metric used by leading global brands
• Free response feedback – Let customers tell you how they feel in their own words, uncovering insights you might not think to ask about

One standout feature links satisfied customers directly to public review sites including Google Reviews, TrustPilot, and TripAdvisor. This helps businesses build their online reputation whilst gathering valuable private feedback for internal improvements.

With instant notifications filtered by response type, teams can act quickly when a customer isn’t satisfied. This rapid response capability helps turn potential negative experiences into opportunities to demonstrate excellent service recovery.

Tailored to Your Industry

From retail and hospitality to healthcare, education, legal services, and beyond, instant insight adapts to the unique needs of different sectors. With CX experts based locally across the UK and Ireland, insight6 provides more than just software – they deliver genuine partnership and regional insight.

Heather Parry, Managing Director at Great Yorkshire Showground, shares: “We use instant insight to identify how we can improve the experience for our customers. The customers love it and so do the team and what is more, the system has developed numerous TripAdvisor Reviews. It is a fantastic feedback tool.”

What sets insight6 apart is their commitment to working closely with each business to ensure they’re asking the right questions of the right audience. Their team of local specialists understand that every business and every region has unique characteristics that influence the customer experience.

Ready to elevate your customer experience?

To discover how instant insight can help your Norfolk business collect meaningful feedback and improve service delivery, contact insight6 today: [email protected]

Greater Anglia was the most punctual long-distance train operator in the country last year, winning the accolade for the second year in a row, new independent figures reveal.

According to a new, even more stringent punctuality measurement, requiring trains to arrive within 59 seconds of their scheduled time at every stop along their journey, 77.05% of its Norwich – Ipswich – Colchester – London Intercity services ran on time during 2021 – 10% more than the second best performing operator during 2021.

The score is a slight improvement on 2020 as well, when Greater Anglia was also named most punctual long-distance operator.

The figures were announced by Modern Railways Magazine’s Fourth Friday Club and the Chartered Institution of Railway Operators at the industry ‘Golden Whistles’ awards 2022.

The Chartered Institution of Railway Operators measured all UK train services for 12 months up to 12th December 2021 on a moving annual average using industry data.

They used the new ‘on time’ measurement where trains have to arrive within 59 seconds of their scheduled time, including at all intermediate stations on the journey rather than just at the destination station.

This is gradually replacing the national ‘Public Performance Measure’ (PPM) which classes a service as on time if it arrives at its destination within 5 or 10 minutes of its scheduled time, depending on the route and is the punctuality measure in Greater Anglia’s current contract with the Department for Transport. It has been the standard national measure since regular rail performance results started being published in the 1990s.

During 2021, Greater Anglia saw record-breaking PPM punctuality across all of its routes – recording its best ever annual average punctuality of 94.81 per cent, up from 92.97% in 2020, with Intercity trains reaching an annual average punctuality result of 94.82% – up from 91.56% in 2020 .

The rail industry has committed to working towards using the ‘on time’ figure as the standard measurement.

Greater Anglia’s Head of Performance and Planning, Keith Palmer, said: “Although there is more to do to continually improve our performance, this result is a reflection of the huge amount of hard work that has been put in from all at Greater Anglia, alongside our colleagues from Network Rail, to keep performance high.”

“Along with Network Rail, we’ve invested millions in reliability improvements across the entire network and the continued roll out of our fleet of brand new trains is helping to provide the consistent and improving levels of service that our customers expect.”

Philip Sherratt, Editor of Modern Railways magazine, commented: ‘Greater Anglia has demonstrated consistently strong performance by winning the Gold Whistle for best Long Distance operator for the second year in a row, and indeed it improved performance further over the last year. This is a testament to the hard work put in by so many across the company to maintain high standards.’

Employment Team win Tribunal for Golf Club

Leathes Prior’s Employment Team successfully represented Sheringham Golf Club at an Employment Tribunal this week.

Faced with high value claims for alleged disability discrimination brought by a former Club Secretary/Manager, claims always strenuously denied by the Club, Dan Chapman (Head of the Employment Team) represented the Club during the course of three days before Bury St Edmunds Tribunal. All claims were unanimously dismissed.

The litigation was complex and lasted for almost two years, and the outcome thus comes as a huge relief – not to mention vindication – for the Club. Dan commented; “We are delighted for the Club, and particularly those committee members and officials who have had to give evidence in these proceedings and give up so much of their time helping me and my team defend these claims. Without their support and endeavour, we would not have been able to deliver the successful outcome which was not only essential for the future of the Club, but absolutely just in the circumstances.”

The Government has confirmed the level of fees for bringing an employment tribunal claim, to be introduced from next year. Professional support lawyer Elizabeth Stevens reports.

Following the consultation that was issued in December last year (see our previous briefing), the Government has issued its response confirming plans to introduce fees for bringing a claim in the employment tribunals.

Fees will be charged in two stages: the first will be payable when a claim is issued; the second will be payable prior to the hearing. The level of the fee will be determined by the type of claim:

Level one claims are generally straightforward claims involving a defined sum of money, such as unauthorised deductions from wages and redundancy payments. Such claims will require an initial fee of £160 when the claim is issued, followed by a further £230 is the case proceeds to a hearing, making a total fee of £390.

Level two claims are those involving more complex issues, including unfair dismissal, discrimination and equal pay. Such claims will require an initial fee of £250 followed by a hearing fee of £950, making a total of £1200.

Fees in claims involving multiple claimants will be increased by a factor depending on the number of claimants. A fee of £600 will be introduced for judicial mediation (which is currently free of charge). Fees will also be introduced for bringing an appeal to the Employment Appeal Tribunal.

Those on low incomes will be subject to the remission system that currently applies in the civil courts, meaning that they may not be required to pay the full fees. In addition, the tribunal will have the discretionary power to order the losing party to pay the fee incurred by the successful party. This will mean that if an employer loses a claim brought against it in the employment tribunal, it may be ordered to reimburse the fees paid by the claimant.

One of the Government’s stated aims for introducing fees is to encourage parties to think carefully about whether to lodge a formal claim, or whether it can be settled informally via mediation or conciliation. The Government wants to ensure that tribunals are used as ‘the option of last resort to resolve employment disputes’. The introduction of fees will also go some way to meeting the £84 million cost of running the employment tribunal system.

It is proposed that the new fee structure will be introduced from summer 2013.

A copy of the consultation response is available here

Bigfork have just launched a new website for Flooring Supplies Anglia, the regions leading flooring products distributor. Using our strategic approach to website design we produced a digital marketing plan which included a website content plan, search engine optimisation and a broadly appealing, easy to use design. The new website is supported by our Content Management System which allows FSA to manage all content inhouse. See the new site at www.flooringsuppliesanglia.co.uk

New routes and more choice for sun seekers from Norwich International Airport

Thomson and First Choice are pleased to announce that for Summer 2013 they will be doubling capacity at Norwich International Airport through the introduction of three brand new routes to Dalaman in Turkey, Enfidha in Tunisia and Tenerife – as well as the addition of another weekly flight for existing route Palma.

The move to introduce these routes is part of the UK’s largest tour operator’s strategy to ensure customers across the UK can fly from their local airport and stay at the best hotels in some of the most exciting destinations.

Not only will customers from East Anglia now be able to visit new destinations, they will also have the opportunity to choose varying durations – not just the standard seven and 14 night stays. The changes also mean that Thomson and First Choice customers will now be able to fly to Palma and sail on the Thomson Dream cruise ship visiting a number of ports across the Mediterranean. An increase in capacity on the existing Norwich to Corfu route will also see a further 50 seats a week available to local customers.

Local Norfolk, Suffolk and Cambridgeshire customers will now have access to some of Thomson and First Choice’s most highly scoring flagship hotels including; the five star Sensatori Tenerife, which gives customers a luxury holiday experience, featuring world class spas and gourmet dining; and the Holiday Village Tunisia which delivers everything a family could want in one place – great entertainment, food, kids clubs and lots of activities to keep the whole family occupied.

Paul Cooper, Airport Negotiations Manager for Thomson and First Choice, said of the move:

“Doubling capacity demonstrates our continued commitment to the region and Norwich International Airport, which has always been a popular departure point for our customers. The increase in capacity comes as a direct result of customer feedback – our customers want to fly from their local airport.

“Modernising our operations across the UK is a key part of our overall strategy and this move is definitely a step in the right direction towards creating an enhanced holiday experience for our customers.”

Andrew Bell, the airport’s Chief Executive, said:

“We are delighted that Thomson and First Choice have announced these fantastic new destinations and increased the frequency on two of our most popular holiday flights. This decision demonstrates their commitment to the airport and reflects the high level of demand from customers wishing to fly from Norwich.

“An easy, hassle free start to a holiday cannot be under estimated. With short journey times to the airport compared to London airports, on-site secure car parking next to the terminal, a friendly welcome when you arrive, efficient check-in and security procedures and no endless corridors to navigate with your bags, Norwich International Airport puts some of the pleasure back into flying.”

The Evolve Workplace Wellbeing website is a toolkit of
evidence-informed workplace wellbeing resources: www.evolveworkplacewellbeing.org
.  In the successful evaluation in 2023, Evolve was highlighted as a ‘go-to
resource’ for learning about best practice in how organisations can improve
wellbeing and performance.

The toolkit was developed based on cutting edge research
and insider insights by researchers at the University of East Anglia, RAND
Europe and other UK universities. Since 2022, human resource and wellbeing
practitioners across business, charity and the public sector have used the
online resources (including the cost-effectiveness business case calculator),
taken part in workshops and webinars, listened to podcasts and joined the insight network.

Now, the team is looking to take the next steps in Evolve’s
life – moving from a project-based initiative to a living ongoing resource.  They are looking to have conversations with anyone who has responsibility for
people, culture and wellbeing in their organisation (across all sectors and
sizes) to influence what the Evolve team do next.

Helen and Ritchie from the Evolve team are looking to
have 20-30 min informal online conversations during April and May with people
professionals. They will explain the resources available through Evolve and
want to hear feedback on where there might still be gaps in the evidence and
resources available to help organisations improve wellbeing.

Email [email protected]
or use the contact form on the  website to arrange a quick chat! https://evolveworkplacewellbeing.org/contact/

4.62 billion people around the world now use social media. We’re not saying you’re going to receive 4.62 billion customers but you may be missing out on a fraction of that by not having a social media account for your business.  

Show off and stand out from competitors  

As soon as you’ve made an account, you’re reachable to these users through their interests and data. ‘47% of buyers view 3 to 5 pieces of content before engaging with a sales representative’(mailchimp.com,2022). So, put on a show and stand out from the rest! It never hurts to show off something you’ve worked hard on, and you may receive the recognition you deserve. It’s important to be authentic with your business account online as you’re differentiating yourself from your competitors. Expanding your branding and showcasing your products/services enhances the buyer’s journey and potentially increases your website traffic! 

It’s all about perspective  

So, we’ll address the elephant in the room. Not a lot of businesses, or people for that matter, enjoy social media. We get it! More screen time, disrespectful people and fake news. But we know how to solve the stress of this for you! Within our selected package deals we include account management: this means we’ll be dealing with the difficult bits whilst you get on with your day and priorities. You’ll witness your account presence coming to life, with bespoke content expanding your branding and personalising your business. 

But which platform? 

There are a lot of social media platforms out there right now; Instagram, Facebook, Twitter, LinkedIn, YouTube, Reddit, TikTok, and the list goes on. So, how do you pick? Well, your business sector and consumers determine what platforms work for you. After all, many platforms have great functionalities which allow your content to get the recognition it deserves.  

Animations, reels, short-form videos, copywriting and photos are examples of the engaging types of posts we could create for your brand. Having a chat with us could give you great guidance in the digital world, starting off with where you launch your first bits of content. 

What type of marketing? 

Well, here at Imaginative Software we tend towards pull tactics within our marketing, which is more organic for customer reach and creates a non-pressured tone. We’ll always use a call to action in the content we produce, leading potential customers/clients to your website or to contact you. The majority of work we produce for your social account will be content marketing that grows potential customer relationships and increases engagement with your brand. 

Get started 

Ease into it with us. We’re not telling you to jump into the deep end, just jump on the bandwagon. Even if you have the smallest presence online, at least your potential customers know you exist, with a call to action at the ready. Our package deals get you started, especially our taster pack which allows you to trial Imaginative Software for a short amount of time. Our bespoke package, on the other hand, doesn’t hold you restricted; choosing this package allows us to make full use of the platforms you choose, with captivating, animated content, and consistent activity on your accounts. 

The Imaginative Software team can help you ease you into the world of social media. Take on the opportunity your brand deserves and seek out fresh faces that will appreciate your business. Contact us for a helpful chat and more today! 

References: 

 https://mailchimp.com/en-gb/ 

https://www.smartinsights.com/social-media-marketing/social-media-strategy/new-global-social-media-research/ 

The Employment Appeal Tribunal (EAT) has recently considered whether it was fair to dismiss two employees for taking preliminary steps towards setting up in competition with their employer. Employment Principal Lorna Townsend reports.

Following hot on the heels from the decision of the Court of Appeal in Ranson v Customer Systems plc (see our previous briefing), in which an employee who set up in business with his employer was held not to be in breach of his contract of employment, the EAT has considered the dismissal of two employees who had taken preliminary steps towards setting up in competition with their employer.

The two employees in this case, K and H, had put together a detailed business plan for the purpose of seeking investment in their own company, which would be competing with their employer’s business of operating residential care homes for children.

Both employees were suspended and then dismissed for gross misconduct following separate disciplinary hearings. The misconduct was described as a breach of the “fundamental trust and confidence” essential to the employment relationship. The employer relied in particular on the fact that K and H had used company resources, including information on costings, in the preparation of their business plan.

The employees’ claims for unfair dismissal were rejected by the employment tribunal, which concluded that dismissal was within the range of reasonable responses open to the employer, following a reasonable investigation.

The EAT upheld the employees’ appeal and remitted the case to be reheard by the tribunal. The EAT was not satisfied that the information used by the claimants in the preparation of their business plan could necessarily be categorised as ‘confidential information’, the unauthorised use of which would amount to a fundamental breach of contract. The tribunal had not fully considered the question of whether the employees were acting in breach of their contract of employment by using company information in the preparation of their business plan.

Comment

The EAT in this case has provided a useful reminder that whilst employers have a considerable freedom to define what they will treat as gross misconduct, it is not in itself gross misconduct for an employee to make preparations for conducting a future business after his employment with his current employer has terminated. It is likewise not necessarily the case that every piece of information the employer has, and that the employee may be aware of, can properly be regarded as ‘confidential information’ within the strict legal meaning of the term.

Employers should exercise caution before terminating an employee’s employment in this situation. It would be prudent for employers to make sure that employment contracts and policies make the employee’s duty of confidentiality, and the consequences of breaching that duty, very clear.

A copy of the EAT judgment is available here

Adam Blenkinsop and Katy Kidd report on Lambeth Council’s recent success in obtaining injunctions against unlicensed ice cream traders in London’s South Bank, and outline the legal framework for local authorities bringing such actions.

Click here to view the article in full published by Local Government Lawyer.