A focused, responsible business.

Redde Northgate is a responsible business and we are focused on working
for the success of all our stakeholders. Stakeholder engagement is a key
priority for the Board, which is determined to make sure the interests and
views of stakeholders are always considered in its decision making.

Northgate Stakeholders

Redde Stakeholders

How we listen and engage

Northgate aims to be to the first choice for customers’ vehicle needs, enabling them to enjoy the full value of their relationship with the business.

We build long term customer relationships by providing unrivalled levels of service and an offering which is unmatched in its flexibility.

Northgate currently supports approximately 14,900 customers, with 93,300 vehicles on hire.

Customers receive a personal service, with dedicated relationship managers for our larger customers.

We collect regular customer feedback through surveys and consumer research which is fed back to our customer services and business development teams. The Board also makes regular visits to our operating sites across the UK, Ireland and Spain throughout the financial year.

In the run up to and following the Merger with Redde, great care was taken to ensure we maintained our high levels of service and stayed in close touch with customers.

During the COVID-19 pandemic we offered rental customers increased flexibility to support them through difficult times. Our COVID-19 package of support, assessed on an individual basis, has helped many customers retain rental vehicles on terms that meet their needs during this period of uncertainty.

Northgate recognises that maintaining strong and open relationships with suppliers is integral to our success.

These relationships contribute to Northgate’s competitive advantage. They not only enable us to execute our strategy efficiently, but also help suppliers plan their business, managing cash flow and production. Vehicle pricing is negotiated annually with an open dialogue maintained with suppliers throughout the year.

We also engage actively with suppliers to make sure they fully comply with our code of conduct for suppliers and partners, which includes provisions on human rights and environmental standards.

As a large stakeholder in the motor claims market, Redde has good relationships with many insurers. We work hard to make those relationships strong, while ensuring a robust collection process.

The agreements we have in place with many of these referrers govern the flow of hire and repair cases and the terms and commissions on which they are introduced and processed. The focus is on developing long term relationships with partners, secured with appropriate formal contracts.

As with Northgate, care was taken to ensure that high service levels and regular communication were maintained in the lead up to and following the Merger.

During the COVID-19 crisis, a number of additional schemes to support our customers and partners were introduced. This included deploying cars to support a replacement vehicle scheme for the NHS and key workers launched by a long-standing insurer partner.