Our key objectives are to:

 

  • Provide independent, confidential, impartial business advice and training; access to finance; business premises and prepare young people for the world of work
  • Play a significant role in encouraging enterprise and assisting with long term economic sustainability and growth, through the design, development and delivery of our products and services
  • Expand business development services to assist the growth of new and existing businesses
  • Stimulate business education engagement, to shape the future work force
  • Provide high quality business incubation space with added value to encourage enterprise
  • Maintain and develop a professional service, meeting the appropriate quality standards
  • Develop and manage an extensive network of partners for the benefit of Nwes and our clients
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Free resources

Providing free events and resources to the local community are a big part of our values too.

“Our values encourage enterprise”

Our values encourage enterprise

Service

  • We believe in the dignity and worth of every individual. We treat everyone with fairness and respect
  • We must outperform our competitors in being responsive to our clients individual needs
  • We are as good as our people, products and services. We are committed to superiority in quality, innovation and value

Communication

  • We believe in open communication both within the company and with our clients
  • We involve everyone in the company in setting our strategy, objectives and action plans
  • We actively encourage new ideas and improvements on the way we do business

Finance

  • We need to earn a surplus from contracts to meet our commitments to staff and ensure a healthy future for the company
  • To remain competitive we will invest to improve productivity and performance
  • We will deal with our debtors and creditors with integrity and fairness

Staff

  • A career with Nwes achieves personal satisfaction whilst enabling staff to lead a balanced life
  • We will invest in the training and development of each of our staff
  • We are stronger and wiser together than as individuals. We foster teamwork and enthusiasm. Success will come to those who are dedicated and resourceful and to those who assume responsibility and care
  • Each member of staff makes a difference – the future of Nwes is in our hands

 

Nwes Customer Charter

Nwes is committed to providing the highest levels of customer service, as embodied in our Customer Charter.

Our commitment to you:

Being accessible

Our main operational offices are open Monday to Friday from 8:30am – 4:30pm (except for Bank Holidays). You can contact us by telephone on 08456 099 991 or via e-mail info@nwes.org.uk. If the person you wish to speak to is unavailable, a colleague will deal with your enquiry or you can leave a message.  We will return your call within one working day, unless we explain otherwise during your call.

Performance

We will ensure that we are responsible and accountable for the quality of every aspect of our work and the advice we provide. We will seek to continuously improve to ensure that the service we provide meets and exceeds your expectations.

Quality

We have attained Best Companies 2 Star Accreditation, and a place on the Sunday Times 100 Best Companies to Work For, in the Not for Profit sector. We are compliant with Customer First and ISO 9001, as well as being a member of the National Enterprise Network and finally, are a BIS (Department of Business Innovation and Skills) approved Enterprise Agency. Our front line staff will normally wear name badges and give their names on the phone and in all letters and e-mails.

Being fair and inclusive

We will always try to treat you fairly and consistently. We recognise that we have a huge range of customers, with different needs, and aim to ensure that nothing stands in the way of everyone receiving the same good service. We can cater for those living in a modern varied society, by offering translations of relevant information and providing access to our sites for those with disabilities.

Being polite, sensitive and respectful

We want to fully understand your needs. Our staff will behave in a polite and professional way and respect your rights. In return, we expect our staff to be treated properly. We will not tolerate verbal or physical abuse against them.

Privacy and Security

We will treat your personal information in the strictest confidence, ensuring that details of your service are only discussed with you or an authorised representative.

How to make a complaint or a give a commendation

Our staff are dedicated to providing a professional service and getting things right first time. Despite our best endeavours, we recognise that things may not always meet your expectations.

We want to know what you think. If you are unhappy, we want to understand why so we can put it right. We also want to know when we have done a good job so that we can continue to do so. All feedback is reviewed regularly so that we can learn from what you are telling us and improve our service.

Complaints

We follow a standard procedure to ensure we investigate your complaint fully and fairly:

  • Some complaints can be dealt with immediately. Where this is not possible, we will acknowledge your complaint in writing or by telephone to confirm that we have understood your concerns correctly.  We will tell you who is dealing with the complaint and how they can be contacted.
  • We will investigate your complaint and respond within five working days. We will also inform you of any actions and ensure you are satisfied with those actions.
  • If you are not satisfied with our reply, please let us know why. We will investigate further and, where necessary, raise your concerns at a more senior level.
  • We will keep you informed of progress and provide a final reply when investigations are complete.

 

Commendations

A commendation is passed to the appropriate manager who will make sure the people concerned are thanked.

 

Contact us with a complaint or a commendation

You can let us know what you think of our work, or work being done on our behalf, in the following way:

By letter addressed to: Mrs Michele Stewart, Nwes, Norwich Enterprise Centre, 4b Guildhall Hill, Norwich, Norfolk, NR2 1JH. You can also send an email to michele.stewart@nwes.org.uk or telephone 01603 227840.

If you prefer, you can ask someone else to speak to us on your behalf. To help us communicate with you more easily, please tell us if you have any specific needs.

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Nwes Annual Review 2015-16

Helping businesses to start, grow and thrive. Nwes' summary of financial year 2015-16.

Categories: Nwes Corporate

 

document

 

Speak to the team

Interested in hearing more about what we do? Speak to the Nwes team today and see how we can help.

General Enquiries: 08456 099 991

Property Enquiries: 08454 374 465

Contact Us